Department of Information Technology & Communications
(DoIT&C) Ref: NIT No.F5 (531)/DoIT/Tech/10 Dated:
20/01/2012
1 Signature & Seal of the Bidder
Place of Tender Submission: Office of Department of IT & C, New
IT Building, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur
(Rajasthan)
Name of the Company/Firm:
Address for the Correspondence :
Telephone No.: Fax No.:
Department of Information Technology & Communication New IT
Bhawan, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur - 302005
Tel: 141-2222011 Fax: 141- 2224855 Website:
www.rajasthan.gov.in
REQUEST FOR PROPOSAL (RFP) DOCUMENT FOR THE SELECTION OF LOCAL
SERVICE PROVIDERs (LSPs) TO SETUP AND MANAGE e- MITRA KIOSKS IN
BHARATPUR, JAISALMER, JHALAWAR, KARAULI,
PRATAPGARH & SIROHI DISTRICTS OF RAJASTHAN
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
2 Signature & Seal of the Bidder
TABLE OF CONTENTS
3. Important Dates 7
4. Eligibility Criteria 8
6. Roles & responsibility of Stake holders 15
7. Overview of suggested IT Infrastructure 24
8. Operational guidelines for LSP 27
9. Scope of Work for LSP 38
10. Earnest Money Deposit (EMD) 39
11. Bid Document 41
13. General Terms & Conditions of Tender 46
14. Tender Form 49
15. Exhibit-1 List of all 33 districts in Rajasthan State 23
16. Exhibit 2: Table of suggested IT specifications for e-Mitra
Kiosk Hardware 26
17. Exhibit 3: Table of Service Level Metrics 51
18. Annexure A – Indicative List of Current Services 53
20. Annexure B – District wise details for EMD 54
21. Annexure C – District wise current scenario for Dec 2010,
January, February, & March 2011, April 2011, May 2011 55
22. Annexure D – MoU with Line Department (DISCOM) 65
23. Annexure E – Memorandum of Agreement (MOU) 73
24. Annexure F – Performa for Performance Bank Guarantee 120
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
3 Signature & Seal of the Bidder
CHAPTER - 1 DEFINITIONS & ACRONYMS
State Government/ GoR Government of Rajasthan (GoR) DeGS District
e-Governance Society DoIT&C Department of Information
Technology and Communications,
Government of Rajasthan District Administration/ District
e-Governance Society (inter alia District E-Mitra Society)
District Collector or a Society constituted under the Chairmanship
of District Collector (or any other department of State as the
context indicates) in each of the 33 districts, entrusted with the
responsibilities of facilitating and monitoring implementation and
operation of the e- Mitra Scheme and the e-Governance mechanism in
respective districts
Bidder Vendor who is participating in this tender to become Local
Service Provider (LSP) to roll out the e-Mitra Centers.
LSP Local Service Provider will be selected through competitive
bidding for Entire State. The LSP will set up and manage the
e-Mitra kiosks in urban areas.
e-Mitra Scheme/Project The e-Mitra Scheme (Project which includes
operation of the ICT based Kiosks refers to the Scheme envisioned
by the Government of Rajasthan, as a component of the e-Governance
Plan. The e-Mitra Scheme envisages setting up of e-enabled kiosks
across the Rajasthan state in urban areas.
RajOnline Project Raj Online is a Special Purpose Vehicle (SPV) of
the state government having an objective of electronic delivery of
various services. The SPV is proposed to adopt various roles.
Contact Person Chairperson of District e-Governance Society or any
person authorized by the Chairperson of District e-Governance
Society inter alia District Collector
RFP Request for Proposal MoU Memorandum of Understanding RCR
Revenue Collection Register G2C Government to Citizen B2C Business
to Citizen B2B Business to Business
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
4 Signature & Seal of the Bidder
CHAPTER- 2
1. Department of Information Technology & Communications
(DoIT&C), Government of Rajasthan invites separate sealed bids
(Technical & Financial) from eligible bidders who would act as
Local Service Providers (LSP) to setup ICT based kiosks in
the
REQUEST FOR PROPOSAL
Urban
a. To provide an overview of the e-Mitra Project as envisioned by
the Government of Rajasthan and an introduction to the existing IT
enabled projects serving the Urban Citizens
areas of Rajasthan so as to electronically deliver various G2C
& B2C services to the citizens at their doorstep. The purpose
of this document is:
b. To list out the various activities and scope of the project. c.
To elicit proposals from competent and eligible Companies
/Organizations/ Consortia
for undertaking this project as Local Service Provider (LSP) in the
State of Rajasthan
2. The e-Mitra Scheme will be implemented under a Public Private
Partnership (PPP) model. The LSPs, to be selected through a
transparent and competitive bidding process, to set up and manage
the e-Mitra kiosks in the 6 districts namely Bharatpur, Jaisalmer,
Jhalawar, Karauli, Pratapgarh & Sirohi districts of the state,
as identified by the Government of Rajasthan.
3. Through this RFP, separate bid-proposals are invited for each of
the Six (6) Bharatpur, Jaisalmer, Jhalawar, Karauli, Pratapgarh
& Sirohi districts of the State. A bidder may submit his
bid-proposal for one or up to all six (6) Districts.
4. Submission of more than one bid-proposal by a single bidder for
a particular district will
lead to the disqualification of all such bid-proposals as submitted
by the bidder for the respective District. All disqualified
bidders’ EMD will be returned subsequently.
5. The bid proposal would be considered / accepted only in the
prescribed tender format
which is detailed in Chapter 14. Bid proposal/ Tender not submitted
in the prescribed format will be outrightly rejected.
6. A complete set of Bid Document may be purchased by any
interested bidder on the submission of a written application from
the office of the tendering authority during office hours on any
working day and along with a bid document fee of Rs. 1000/-
(non-refundable) in cash or demand draft (DD) in favor of
“Secretary & Commissioner, DoIT&C” payable at “Jaipur”. In
case, the bid document is sought by post, an additional fee of Rs.
100/- (towards the postal charges) is to be submitted along with
the bid document fee. The Bid Document (RFP) may also be downloaded
from http://www.rajasthan.gov.in and http://www.rajcomp.net. In
case you download the Document from the website, the Demand Draft
must be enclosed in the 'Envelop-A' as explained in
Chapter11.
7. The selected LSP(s) are required to sign a MoU with the DeGS,
the draft of which is
specified as Annexure-E of this bid document. The draft MoU is
based upon the independent studies undertaken by various
professional firms/other experienced stakeholders associated with
the e-Mitra Project. These are purely supplementary background
information, and if required, the bidders may undertake an
independent study at their own expenses to validate. The Government
disclaims any factual and/ or any other
5 Signature & Seal of the Bidder
errors in these reports (the onus is purely on the individual
bidders to verify such information) and the information provided
therein are purely intended to help the bidders to prepare a
logical & financially viable/ sustainable bid-proposal.
8. Department of Information Technology & Communications
(DoIT&C), on behalf of all District e-
Governance Societies, is issuing this “RFP document" for inviting
“Proposals” comprising of Technical and Financial Proposal from
potential bidders. The bidders of the successful bids/ proposals
will be identified as “LSPs” with whom the DoIT&C would enter
into a contract/ agreement for the implementation of the e-Mitra
project and operate it for a period of 4 Years. Based upon the LSPs
performance, if required and as per the mutual consent/ agreement,
the duration of the project may be further extended but not more
than twice per LSP and where the duration of each such extension
would be restricted to a period of two years only.
9. Last date for receipt of the proposals is 14:30 hours,
06/02/2012. The bid-proposal documents must be submitted to the
office of Commissioner & Secretary, IT&C, C-Block, 1st
Floor, IT Bhawan, Tilak Marg, C-Scheme, Jaipur. The Technical bids
will be opened on the same day at 15:30 hours and in the presence
of bidder’s representatives who wish to attend the same. The
schedule for technical presentation will be intimated separately to
the bidders whose documents are found to be substantially
responsive. The evaluation committee, based on the proposal
documents submitted and the technical presentation received, will
finalize the bidders who would have technically qualified as per
the prescribed parameters. Date and time of opening of financial
bids will be intimated separately to all the technical qualified
bidders.
10. A Two-stage selection procedure shall be adopted. Bidders will
be required to submit their Technical and Financial Proposals in
separately sealed envelopes and in two copies titled as ‘Original’
and ‘Copy’, along with Cover-Letter and background information as
prescribed in this document. The first part will consist of
Technical Proposal and the second part will consist of Financial
Proposal. The Financial Proposals for each of the District(s)
should be submitted in separately sealed envelopes and name of the
District(s) should be marked on top of the each envelop.
11. Financial Proposal of only those bidders shall be opened whose
Technical Proposals would be accepted and found qualified after the
evaluation. The criterion for carrying out evaluation of the
Technical Proposals is elaborated in Chapter 11 of this
document.
12. In case, a bidder imposes conditions which are in addition or
at variance or in conflict with the terms and conditions as
specified in this RFP document, such bid-proposals shall be
summarily rejected.
13. No contractual obligation whatsoever shall arise during the bid
process unless and until a formal contract/ agreement is signed and
executed between DoIT&C (or any other designated agencies such
as District Administration of the respective District) and the
successful bidders.
14. In case, a dispute arises with regard to interpretation/
omission/ error in the RFP, SLA, and
MOU documents; the decision of the Secretary- IT&C and
Divisional Commissioner of the respective district will be binding
to all parties.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
6 Signature & Seal of the Bidder
15. Bids received without placing the receipt/DD for bid document
fee in the 'Envelop-A' would be
rejected summarily.
16. Commissioner & Secretary, IT&C reserves every right
to
(i) make necessary changes in the terms of the RFP, and
(ii) Reject any or all Bid-Proposals without assigning any reason
thereof.
17. Bidding procedure have been defined in ensuing chapters.
18. No further discussion / interaction will be held with the
bidders whose bids have been rejected / disqualified.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
7 Signature & Seal of the Bidder
CHAPTER - 3
IMPORTANT DATES
05/01/2012 10:00 Hrs
Office of Commissioner & Secretary, IT&C, Yojana Bhawan,
Tilak Marg, Jaipur
2 Date of Pre-Bid Meeting 12/01/2012
at 12:30 hrs
DoIT&C, First Floor, Committee Room, B- Block, Yojana Bhawan,
Jaipur (Raj.)
3
4 Last Date & Time of Submission of Tender document
06/02/2012 up to 14:30hrs
5 Date & Time of Opening of Technical Bid
06/02/2012 at 15:30 hrs
DoIT&C, First Floor, Committee Room, B- Block, Yojana Bhawan,
Jaipur (Raj.)
6. Date & Time of Opening of Financial Bid
Will be intimated later to all the technically qualified
bidders
7. Tender document can also be downloaded from
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
8 Signature & Seal of the Bidder
CHAPTER – 4
ELIGIBILITY CRITERIA
4.1 The Bidder must be a company incorporated under Indian
Companies Act, 1956/The Partnership Act, 1932/Firm/Sole
Proprietor/NGO/Society registered under Society Act.
4.2 The Bidder should be an established, reputed and reliable
Service provider in the field of providing ICT based services to
citizens and should have at least 3 (Three) years of proven
experience of providing similar services, in India, as on the date
of submission of bids. The Bidder should attach copies of the
customer purchase orders, contracts which should indicate the
deliverables and the scope along with a customer’s certificate on
bidder’s satisfactory performance under the respective
project(s).
4.3 The Bidder must possess and submit along with the technical bid
the following documents valid as on date of submission of bids a)
Service tax Registration Certificate , b) registration certificate
under the relevant act such as Company’s Act / Societies
registration act etc. , Bidder should provide an attested &
valid copy of all the above mentioned certificates along with
technical bids.
4.4 The Bidder must have his own support infrastructure facilities
in India, so as to serve at all project locations as listed in this
RFP.
4.5 The average annual turnover of the tendering firm (parent
company or subsidiary company) should be more than Rs. 50 Crores
(Rupees Fifty Crores only) of the last three consecutive financial
years (2008-09, 2009-10, 2010-11) in respect of Information
Technology (IT) infra- structure and related services. Copies of
the Audited Annual Reports and a CA Certificate to this effect
should be attached along the bid.
4.6 The Net Worth of the Bidder should not be less than Rs.5 Crore
for the last financial year (2010-11) in respect of Information
Technology (IT) infra-structure, Telecom & ITES related
services. A copy of the CA Certificate to this effect should be
attached along the bid.
4.7 At least 100 ICT outlets (kiosks / counters/ centers) owned,
managed &run by the Bidder delivering services to
citizens.
4.8 Applications will not be entertained from companies/firms who
are under a declaration of ineligibility for corrupt and fraudulent
practices issued by the Government of India ("Gol") or any other
State Government/ PSU.
4.9 The parent company of any subsidiary company, which is seeking
qualification on the financial strength of its parent, would have
to give a written undertaking that it would bear all financial
liabilities of the subsidiary with regard to "The Assignment' and
vice versa as the case may be.
4.10 The parent company of any subsidiary company, which is seeking
qualification on the technical strength of its parent, would have
to give a written undertaking that its technical
capabilities/resources would be available to the subsidiary company
as and when required & vice versa as the case may be.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
9 Signature & Seal of the Bidder
CHAPTER - 5
5.1 RajOnline Project
Raj Online is a SPV of the State Government having an objective of
electronic delivering various services. The SPV is proposed to
adopt various roles. At a basic level, the SPV conceptualization is
to strengthen the e-Mitra Scheme by incorporating best practices
and addition of services on behalf of the Government at the State
level. In the process of strengthening, however, the SPV can
coalesce diverse stakeholders to work through common institutional
and contractual frameworks, facilitate Government outreach, monitor
the outcomes being achieved by the kiosks, undertake capacity
building, loop best practices, standardize design, content and
processes into a replicable collaborative framework and so on as
decided by Government of Rajasthan or authrosied agency from time
to time. The SPV not only can help develop the basket of services
that is to be offered by the e-Mitra kiosks, but also help support
a revenue model. Its presence and role can help ensure the very
sustenance and streamlining of the e-Mitra scheme.
• Facilitating Government Outreach through e-Mitra kiosks: e-Mitra
kiosks are the delivery points for Government, private and social
sector services to rural citizens through a like-minded public and
private enterprises in a collaborative framework. The e-Mitra
kiosks would facilitate the Government outreach to citizens. As an
apex facilitation agency to catalyze service delivery and
Government shareholding, the SPV is expected to play a key role in
enabling accelerated rollout of these services.
Roles of SPV:
• Facilitate the Development of a Service Basket: Content and
Services form the backbone of the e-Mitra Scheme. To this effect,
selection, aggregation and customization of content and services,
at a central level, would be crucial to the scheme’s success.
Designing citizen-centric services and dependable service delivery
mechanisms will be an important task for the SPV. The SPV will
design a basket of services that can be offered through the kiosks
depending on the region, culture, business environment and other
factors. Innovative services in the G2C segment with high-growth
potential would be devised. The SPV can design content and services
would involve back-end support in the form of a content management
system, content delivery platform, service delivery infrastructure
as well as usage analysis systems for quick feedback and
monitoring. The SPV can develop adequate frameworks for the same
and build workable models of demonstrable revenue potential.
5.2 e-Mitra Project:
e-Mitra is an ambitious project of the state government under which
33 Districts of the state using Public-Private Partnership (PPP)
model for the convenience and transparency to the citizen to
deliver the services almost at their doorsteps. It aims to use an
e-platform to provide all Government information and services to
rural and urban masses under one roof through kiosks on a PPP
model. The scope of services that can be provided through e-Mitra
kiosks is not limited to
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
10 Signature & Seal of the Bidder
State Government domain but it may also include services of Central
Government departments and also private sector organizations like
LIC, BSNL, Mobile phone service providers, Internet Café and many
more. In private domain, it will provide services like Cable TV,
Insurance, Ticket Booking, Gram Haat, Tele-Medicine,
Tele-education, Internet Access, etc.
5.3 Objective of e-Mitra Project:
The objective of e-Mitra is to provide wide range of citizen
friendly Services of different departments under one roof so that
the citizens do not have to run around various departments. Its aim
is to deploy information & communications technology (ICT) for
the benefit of the masses.
To implement the project across the State, the State Government has
established District e-Mitra Societies at each District under the
chairmanship of respective District Collector. The e-Mitra Project
is implemented through these societies under the Technical guidance
of Department of IT & C. The societies have further identified
Local Service Providers (LSP’s) to establish the kiosk/service
centers to provide various state government/center government and
other private sector services under one roof.
Under the e-Mitra project, a citizen can avail three kinds of
services from any e-Mitra kiosks across the State –
o Payment Collection
5.4 The e-Mitra Scheme
a. Centers/Kiosks under e-Mitra are envisioned as the front-end
service delivery points for Government, private and social sector
services to urban citizens of Rajasthan. The idea is to develop a
platform that can enable Government, private and social sector
organizations to integrate their social and commercial goals for
the benefit of urban populations in the remotest corners of the
state through a combination of IT as well as non-IT services.
b. The aim of this scheme is not merely to roll out ICT
infrastructure but to build a network of urban businesses across
Rajasthan. To that effect, the e-Mitra Scheme has been designed to
create a value proposition for all stakeholders and alignment of
their economic interests.
c. The e-Mitra Scheme is envisaged to be a bottom-up model for
delivery of content, services, information and knowledge, that can
allow like-minded public and private enterprises - through a
collaborative framework - to integrate their goals of profit as
well as social objectives, into a sustainable business model for
achieving rapid socio-economic change in Rajasthan.
d. But beyond a delivery channel the e-Mitra can play a role of an
effective “change agent” that would provide a structured platform
for socially inclusive community participation for collective
developmental activities. Such change, it is proposed, would be
undertaken through three important components:
i A Public Private Partnership (PPP) Framework
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
11 Signature & Seal of the Bidder
ii Urban Entrepreneurship and Market Mechanisms
iii Government policy and support
5.5 Components of e-Governance model
There are two major components of the e-Governance project. One is
Back Office processing and the other is Service Counters.
(I) State Data Center :-
• The State Data Centre (SDC) has been set up by Government of
Rajasthan which houses all the critical ICT infrastructure and
applications under a unified and secured environment and
facilitates vertical and horizontal integration of departmental
data and services. The SDC is operational on 24 x 7 basis except
the scheduled maintenance period and permissible down-time. All
major Government Buildings/ Departments have been provided
connectivity to the SDC. Web-based e-Mitra portal
(www.emitra.gov.in) is also hosted at SDC, Yojana Bhawan, Jaipur.
All the G2C services at kiosks would be delivered through this
portal. All the participating departments and service counters will
hook-on to SDC to make the system work.
• All critical communication and computing equipments like Core
switches, Routers, Firewalls, IDS, SAN, database and web servers
procured under different flagship projects have been installed at
the SDC. It is envisaged that SDC would also act as Network
Operations Centre (NOC) for the State Government Secretariat Local
Area Network (SecLAN) and upcoming Rajasthan State Wide-area
Network (RajSWAN) Project. Servers installed at SDC would house all
important applications like e-Mitra, E-procurement, Document
Management System, State GIS, and Work Flow etc.
(II) Service Counters –
• Citizens will be able to avail services related to multiple
departments/ organizations at e-Mitra counter.
• Right from deposition of application comprising of financial
transaction to final deliverable collection, every activity will
take place at these counters. Only for the cases where there is
some statutory requirement of personal verification, will the
citizen be required to go to the concerned government
functionary.
• As many activities as possible out of complete cycle will be I.T.
enabled but where ever there are legal limitations, the activities
will be carried out manually. The main objective is to prevent
common man from harassment of running to multiple points in the
government offices for getting his work done.
• Suitable policy changes to enable e-delivery of services are also
in scope.
• To make this contact point efficient, either the interface will
be through web or through these counters, which are managed &
operated by private partners (Local Service Providers).
• The service delivery will be on a charge basis so as to make the
system self- sustaining. For services that any government
department/ organization wants to avail
12 Signature & Seal of the Bidder
of, like bill/ taxes collection and awareness generation, the
payment of service charges will be made by the concerned
department. While in case of services which are rendered on
citizen’s demand, e.g. Caste Certificate, Death/Birth Certificate
etc. the payment will be made by the citizen himself.
5.6 State’s e-Governance Framework
The State’s e-Governance Framework developed by the government is
represented as below:
5.7 Stakeholders of the e-Mitra Scheme
The Local Service Provider (LSP) would be the prime driver of the
e-Mitra Scheme. The e- Mitra structure is envisaged as
follows:
Kiosk Owner: The Kiosk Owner is the key to the success of the
e-Mitra operations. A good Kiosk Owner would be the one who has
good entrepreneurial skills, strong social commitment as well as
respect within the community. The Kiosk Owner would manage the
e-Mitra business at the ground level. Selection and proper training
of the Kiosk Owner would play a vital role in effective
implementation of the e-Mitra. Kiosk Owner will report to
LSP.
Local Service Provider (LSP): The LSP would undertake activities
including effective delivery of government services as identified
by the Government of Rajasthan from time to time, harnessing the
State network, identifying and training the Kiosk Owners,
establishing the e-Mitra Centers/Kiosks (either directly or through
the Kiosk Owner), supplying, aggregating and updating content and
services and so on. The LSP would be responsible for the overall
management and sustainability of the e-Mitra scheme. The LSPs are
private partners who would set up and manage e-Mitra Centers/
Kiosks through which services of different departments shall be
provided to citizens. Several other services of public interest,
which are outside government domain, could also be added on to the
delivery channel developed by LSPs.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
13 Signature & Seal of the Bidder
Department of Information Technology & Communications
(DoIT&C):- The DoIT&C would act as overall co-coordinator
on behalf of State Government for successful implementation of the
e-Mitra scheme. On behalf of the State Government, DoIT&C
reserves the right to amend the services and service delivery
mechanisms.
District E-Governance/ e-Mitra Society:- At district level, the
District e-Mitra Society will co-ordinate and perform all
day-to-day activities including financial management required to
deliver services through e-Mitra Centers/ Kiosks and would also
interact with the user departments to ensure efficient and timely
delivery of services.
Citizen:- Citizens would avail services through the e-Mitra
Centers/ Kiosks and make payments including Transaction Charges to
e-Mitra Centers/ Kiosks where ever applicable.
Departments/ PSUs: - The Departments/ PSUs would allow LSPs to
deliver their services to citizens through e-Mitra Centers/
Kiosks.
5.8 Objective and related information of e-Mitra Project:
a. The aim of the e-Mitra scheme is to establish e-Mitra kiosks to
facilitate the citizens of urban areas across the Rajasthan
state.
b. Local Service Provider will be free to decide the locations to
open e-Mitra kiosks as per the volume of transactions but as the
District e-Mitra Society is the monitoring unit of LSP, so LSP will
obtain a prior permission from District e-Mitra Society of
respective district before commissioning any Kiosk
c. District e-Mitra Society will decide on how many kiosks are to
be opened in its district, however, DeGS will also ensure the
financial viability of the existing kiosk before granting
permission for a new kiosk in that locality.
d. An approximate radius of 500 meters from existing kiosks would
be required for setting up a new kiosk. However, DeGS may relax
this condition depending on the volume, business and requirement of
kiosks in that location.
e. The LSP would be supposed to setup the Kiosks preferably in a
premise which is owned/ rented by LSP/ prospective Kiosk
owner.
f. The DeGS may at its discretion ask the LSP to increase/ decrease
the number of e- Mitra Kiosks from the existing number of kiosks in
the concerned District, on mutually acceptable terms and
conditions.
5.9 Nature of Government Support
a. No Capital Subsidy and revenue support is envisaged under the
e-Mitra Scheme.
b. Government of Rajasthan reserves the right to amend the
guidelines of the services for better roll out of the
services.
c. To ensure sustainability, it is proposed that the LSPs may also
provide B2C/ B2B services through e-Mitra Centers.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
14 Signature & Seal of the Bidder
5.10 Connectivity
The LSP will be required to make their own arrangements for network
connectivity at the Kiosks (e.g. through broadband/ Leased Line/
VSAT/OFC etc.) but with a minimum bandwidth of 256 Kbps and would
also bear the cost for same for the entire project/ contract
period.
5.11 The e-Mitra Service Profile
a. The e-Mitra Kiosks would offer a multitude of services ranging
in the areas of e- Government, education, health, agriculture,
commercial, retail, etc. It is to be noted that delivery of
Government services would be mandatory for the e-Mitra Kiosks. LSP
will have to take proactive measures to encourage citizens to use
the e-Mitra Channel for availing the G2C and G2B services.
b. The e-Governance roadmap of Government of Rajasthan envisages
government services to be delivered through e-Mitra Kiosks. An
exhaustive coverage of the government services identified is
provided in this document. LSP should strive for increasing no. of
government services and volume of those. Indicative list for G2C
& G2B services is described at Annexure-‘B’.
5.12 Restructuring delivery of social development related services
in urban areas of Rajasthan
a. A Platform to create demand-driven market structures in urban
areas of Rajasthan: The e-Mitra Scheme would focus on creating
effective market mechanisms for demand- driven delivery of services
in a PPP framework. Such mechanisms can provide the right
springboard for citizen empowerment with minimum government
intervention.
b. A cost-effective distribution pipe for urban citizens: The
e-Mitra Network would be a distribution pipe through which the
Government can distribute its various Schemes and offer its
services directly to the consumer, in a cost-effective manner.
Apart from e- Government services, the e-Mitra Kiosk can be a
delivery mechanism for offering private sector services like
education, adult literacy, telemedicine, agriculture extensions,
community health and hygiene, critical data on weather, disaster
management, entertainment, communication, awareness, vocational
training, etc.
c. A transparent framework to deliver Good Governance in Rajasthan:
The e-Mitra Scheme, by virtue of its design, would create a
transparent platform for direct delivery of e- Governance services
as well as social development activities to the consumer. Such a
system would provide the right impetus to promote Good Governance
in Rajasthan.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
15 Signature & Seal of the Bidder
CHAPTER -6
The responsibilities of the LSP would include the following:
a. Scouting and Management of Kiosk owners: The LSP would scout for
e-Mitra Kiosk owners from a given District, it has been selected
for. It is important that the right e-Mitra Kiosk owners are
selected through an appropriate selection and training process. The
LSP can either open the kiosks on its own or through franchisee.
The LSP will need to sign a legal agreement with the e-Mitra Kiosk
owner clearly delineating his/ her respective roles,
responsibilities, commercial terms including security to be
deposited by e-Mitra Kiosk owners with the LSP, tie-ups, technical
support to be provided by LSP to e-Mitra Kiosk owners,
service-level liabilities etc. The agreement, amongst others, will
also provide the provisions to be applicable in case of termination
of the contract between LSP and e-Mitra Kiosk owners, replacement
of e-Mitra Kiosk owners, refund of security etc. The LSP would be
responsible for maintaining all the documents and database of
information related to the e-Mitra Kiosk owners and will also
provide necessary technical support and training to e- Mitra Kiosk
owners. Prior to commencement of the operations, LSP will submit a
certified copy of the legal document (agreement) duly signed with
each of the e-Mitra Kiosk owners, to District e-Governance Society.
This document should have all the necessary information as cited
above.
b. Selecting Kiosk Owners: While selecting kiosk owners, LSP shall
abide by the criteria set by State Government. The minimum criteria
for the same are: e-Mitra Kiosk owners should be resident of
Rajasthan State & should have no history of criminal/ fraud/
default/ other offences.
c. The LSP will be a single point of contact with the District
e-Governance Society for all operational purposes. The LSP shall
appoint a Nodal Officer for each of the district where it operates
in, who would be the contact point with District e-Governance
Society. In case of increase of number of kiosks/ business volume,
LSP is required to depute more manpower resources.
d. Training of Kiosk owners: It will be the prime responsibility of
the LSP to train the Kiosk owner on various aspects of the e-Mitra
business, particularly the delivery of services, IT skills and
entrepreneurship skills. The personnel deployed at e-Mitra are to
be trained in public dealing and customer-orientation aspects as
well. They are expected to be courteous while dealings with
citizens and give special consideration to old, infirm and
handicapped. Whenever a new service will be added or if the
government/ DeGS feels the need of training, then the LSP will have
to conduct the training of the kiosk owner. Regular trainings for
upgrading the skills of kiosk owners are the responsibility of the
LSP. LSP will be responsible for training manuals, awareness
generation, sensitization and motivation of kiosk owners.
e. Government Services: The LSP would manage relationships with
DOIT&C/ its authorized agency for provision of services through
the e-Mitra Centers/ Kiosks. The LSP will be required to interface
with the State Government Agencies and District e-Mitra Societies
to collaboratively work on improvement of services offered and
introduction of new services from time to time. The LSP will be
responsible to generate all necessary report and submit
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
16 Signature & Seal of the Bidder
to the District E-Governance Society as envisaged. Whenever LSP
adds a new B2C, it will share the manual (interface/ integration/
username and password/ MIS reports) and revenue model with
DoIT&C.
f. Back-End Support: The LSP shall ensure adequate back-end support
to the Kiosk owner. The LSP should also appoint technical engineer
who attend the calls and for quick redressal of queries by the
Kiosk owners. LSP should depute a team at each of the districts,
which will coordinate the activities with the kiosk owners.
g. Day-to-Day Management and Follow-up: The LSP should ensure that
each and every Kiosk owner is involved in effective delivery of
content and services. The LSP team at the district should also
provide appropriate support to drive the e-Mitra
profitability.
h. Content and Service Management: At the back-end LSP will
integrate the G2C and B2C content services and also integrate with
the appropriate payment gateways. Statement of B2C services
delivered by their own portal would be submitted to DoIT&C on a
quarterly basis.
i. Monitoring and Supporting Kiosk owners: The LSP shall monitor
the Kiosk owner at all times for which sufficient two-tier
infrastructure/ manpower will be deployed. LSP will provide
adequate support for smooth functioning of e-Mitra. The performance
of LSP will be judged on the basis of the cumulative performance of
all Kiosk owners associated with it. It is the responsibility of
the LSP to ensure cross-pollination of best practices across the
various Kiosk owners under its areas of operation to ensure the
success of the e-Mitra Scheme. The LSP should make provision to
enable DoIT&C/ DeGS to monitor all aspects of operations and
management of e-Mitra Centers by devising appropriate Management
Information System(s) (MIS).
j. Ensure Connectivity for Kiosk owners: All e-Mitra Centers will
have to have Internet enabled connectivity with sufficient
bandwidth (minimum 256 Kbps) to deliver Government Services to
citizens (Broad Band Connection wherever feasible). The LSP will
interact with the State Government and various Telecom Providers
including BSNL to workout appropriate last-mile connectivity to the
e-Mitra Centers. Securing a reliable connectivity to e-Mitra will
be critical for success of the Scheme. Therefore, bidder will have
to propose a reliable, convincing and acceptable solution for
providing connectivity to e-Mitra.
k. Fund Collection and Reconciliation with Line Departments: Fund
collection within the stipulated timeframe as per RFP would be the
responsibility of LSP and reconciliation of accounts with the Line
Departments would also be the responsibility of the LSP.
l. Manage Service Delivery: The LSPs would integrate suppliers,
partners, the State Government and the e-Mitra Centers and
customers into a Web-enabled value chain. The key challenges for
the LSP would be to manage secured, safe and trusted service
delivery channel on one hand and integrate pieces of the service
delivery chain on the other. The LSP shall maintain the security
and integrity of the data, business processes and transactions at
all times and protect all the assets of the project, intellectual
and physical. The LSP shall have complete responsibility for the
managerial, technical, financial, HR, logistics and other resources
and ensure its viability, visibility and high quality of
performance of the e-Mitra. DoIT/GoR will monitor delivery of
Government Services to be delivered by LSP, on regular basis.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
17 Signature & Seal of the Bidder
m. Marketing of e-Mitra to encourage Citizens to Avail Government
Services through e-Mitra Centers/Kiosks: The LSP will sensitize the
citizens about the benefits from the e-Mitra and will promote the
use of e-Mitra Centers/Kiosks in the urban areas through the
state-level and local promotion campaigns. The publicity and
advertisement material should be in conformity with the general
guidelines issued by DoIT&C/District e-Governance Society/e-
Mitra Society and shall not be in violation with provisions of the
Press Act. The LSP will take all action necessary to ensure that
more and more citizen avail government services offered via e-Mitra
kiosks. To that effect, each kiosk will display a list of the G2C
services being offered and corresponding transaction-charges. The
display will be in Hindi language and at a prominent place (should
be readable from 25 meter distance) so that it attracts attention.
Further, the contact details of the respective LSP and District
e-Governance/e-Mitra Society will also be displayed so that the
citizen could establish contact to competent authorities in case
face difficulty in availing G2C services at e-Mitra Centers/Kiosks.
A complaint/suggestion register will also be maintained at each
e-Mitra Centers / Kiosks and be placed at prominent place within
the e-Mitra Centers/Kiosks premises Also, Display board should
display time of operational hours of kiosk, LSP name, kiosk’s ID
and Helpdesk number.
n. Help Centre: A centralized help desk would be set up to provide
assistance 24×7 to all the districts and information on these help
centres needs to be published and communicated to DeGS.
o. B2C Services: Besides delivering Government services, LSP could
add private services which can be delivered through e-Mitra kiosks.
However, the private services to be provided through e-Mitra
Centers/ Kiosks must be in conformity with the rule of the land and
the guidelines issued by the State Government/ DeGS from time to
time. In case an e-Mitra Center/ Kiosk is found to be delivering
private services which are not in conformity with the guidelines
issued by the State Government, the DoIT&C/ DeGS will ask to
stop delivery of such services.
6.2 The e-Mitra Center /Kiosk Owners:
The roles and responsibilities of the Kiosk owners would include
the following:
a. Effective Service Delivery: The Kiosk owner, through the
corresponding e-Mitra, will act as a service delivery point where
he/she delivers services through which the population of the
catchment area benefits.
b. Marketing and Promotion: The Kiosk owner should be actively
involved in marketing process of the given products and services
and devise innovative methods for attracting more and more
customers to the e-Mitra.
c. Feedback: The Kiosk owner should provide feedback at a regular
interval to the LSP/authorized agency on enhancing services and
also to improve processes for better delivery. LSP will
institutionalize feedback system through a web enabled
interface.
d. Catalyst for change: The Kiosk owner is an entity that has to
bring about a change in his environment by using ICT as a tool. It
is therefore important that the right Kiosk owner is selected
through an appropriate selection and training process. He /She is
an entrepreneur who will run his business by using the
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
18 Signature & Seal of the Bidder
network. In other words she should try to impart knowledge and try
to educate the population.
e. The Kiosk owner will endeavor, without any prejudice, to provide
all services to the citizens and maintain cordial relationship with
Government.
6.3 Department of IT & Communications (DoIT&C)
The responsibilities of the DOIT&C/ its authorized agency will
be as follows: The DoIT&C would act as a nodal agency and
overall co-coordinator on behalf of State Government for successful
implementation of the e-Mitra scheme.
a. Appointment of a Nodal Officer: DoIT&C would appoint a Nodal
Officer and a core implementation team to represent the State and
provide all state level support for smooth implementation of the
e-Mitra scheme.
b. Facilitate e-readiness of the State: DoIT&C would
co-ordinate with State Departments and appropriate officials to
develop an implementation plan for delivery of e-Government
services. DoIT&C would also coordinate and facilitate
interactions with various internal departments
c. Provide policy and regulatory support: DoIT&C would
facilitate any policy of regulatory support that the LSP or any
other stakeholder may need to successfully implement the Scheme in
the State
d. Select Local Service Provider (LSP): DoIT&C would undertake
appropriate bidding and selection processes within the framework of
the State rules and regulations to induct LSPs into the e-Mitra
Scheme.
e. Facilitate awareness campaigns: DoIT&C would undertake the
necessary steps to promote and publicize the e-Mitra amongst all
stakeholders, customers, content /service providers, etc.
f. Facilitate training and capacity building: DoIT&C in
association with DeGS/Line Departments/LSPs would undertake
appropriate training and capacity building programs to gear up the
State Departments to facilitate e-Government services through the
e-Mitra kiosks.
6.4 District e-Governance / e-MitraSociety:
6.4.1 The District e-Governance Society constituted by the
Government in each district is responsible, on behalf of
Government, to coordinate and monitor the implementation and
operation of the e-Mitra Scheme in the respective districts. The
District e-Governance Society, through the Districts
Administration, shall nominate a nodal officer for each department
with whom LSP will require to interact for smooth operation of
day-to-day functioning. The Society may communicate to LSP through
fax, e-mail or courier, or even by word of mouth in time of
emergency, which subsequently would be supplemented with a
communication in writing.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
19 Signature & Seal of the Bidder
6.4.2 The e-Governance Society is competent to make administrative
decision to ensure smooth and efficient operation of the e-Mitra
Scheme.
6.4.3 The respective District e-Governance Society shall issue
certification letter to kiosk owners after verifying IT
infrastructure, connectivity, e-readiness, training, display board,
citizen charter. The kiosk owner will affix this certificate at his
kiosk. On the written request of LSP for any disciplinary action on
the kiosk owner (non-performance, financial irregularities, non-
compliance of GoR directions, etc.) respective DeGS will cancel the
certification. In this case, when the LSP deactivates its kiosk
from the e-Mitra portal, he would immediately inform about the same
in a formal manner to respective DeGS.
6.4.4 The e-Governance Society will provide LSP with the
information that may require for smooth and effective running of
e-Mitra Scheme. Such as, copies of latest rules, regulations, and
procedures applicable to the Scheme; tax/fee structures applicable;
Calendar of operations for the e-Mitra etc.
6.4.5 The e-Governance Society will provide sample of pre-printed
and authenticated stationery and publicity material to LSP which
should be used at the e-Mitra. LSP will have to bear the cost of
the stationary and publicity material. However LSP is free to
procure necessary stationary from market. In such case the format
& content of such stationary should be approved by District
e-Mitra Society.
6.4.6 The Government Services being delivered through e-Mitra are
of two categories. For the first category, that includes those
services which involve payment of Government demands/levis/taxes by
citizen. For this category of services, the Society will release
the share of LSP (Per Transaction Charges) on a monthly basis on
receipt of claim/ invoice from the LSP duly verified by the
concerned office of the District e-Governance Society. However in
case of DISCOM and PHED, the LSP would raise the bill to DeGS in
favour of line department for verification between 1st to 10th of
each month and upon its approval from DeGS (in form of issuance of
order by DeGS for deduction of the commission at source under
intimation to department), the LSP would deduct its commission
share of 80% and 90% from line department revenue of the subsequent
month (DISCOM and PHED) respectively. In case of the other category
of services, which involves delivery of document- centric services
to citizens on their request, the LSP/Kiosks will directly receive
the due service charges from the citizens in addition to the amount
to be deposited in Government Account against the service being
availed by the citizen. For both categories, DeGS will have a 10%
commission share in the transactions made on e-Mitra Portal. The
District e- Mitra/Governance Society will not bear any other
incidental expenses, stationery charges etc. Respective districts
will be the judicial area.
6.4.7 The respective District e-Governance Society shall not be
responsible for any claim/damage awarded for possible deficiency in
service attributable to any act of omission/fraud/theft/missing
etc. committed by the staff of LSP/Kiosk either wilfully or by
negligence or whatsoever. LSP will further indemnify e-Governance
Society by depositing a security amount as mentioned elsewhere in
this document.
6.4.8 The respective District e-Governance Society will provide LSP
complete access to its database with the right to update the same.
The LSP/Kiosks would not create, edit, duplicate or generate
hard/soft copies of any transactional data related to the delivery
of government services. Nor will the LSP/Kiosk disclose or use the
data available with it for purposes other than that related to
fulfilling its mandate of e-Mitra project. DeGS/concerned
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
20 Signature & Seal of the Bidder
departments can inspect the physical infrastructure as well as the
data available with the LSP or at the kiosk.
6.4.9 The LSP will be liable in an event of data disruption taking
place at the LSP Centre/e-Mitra kiosk. Disruption of data at
LSP/Kiosk level shall attract liquidated damages on LSP as
mentioned in penalty clause of this document.
6.4.10 To facilitate interaction with DoIT&C and LSP/Kiosk, the
respective District E-Governance Society will nominate a nodal cell
so that a single point of contact is established. Information about
the nodal cell setup at District e-Governance Society will be
intimated to citizen and disseminate along with its contact detail.
The Society will make available relevant statics, information and
copies of rule/circulars in soft copies to DoIT&C and
LSP/Kiosks.
6.4.11 The respective District E-Governance Society will ensure
timely redressal of grievances of consumers and public at large,
received through the LSP/E-Mitra.
6.5 Departments/ Public Sector Units (PSUs)
• Would allow the LSPs to deliver their services through the
e-Mitra Kiosks
• Would dispose all the transactions carried through the e-Mitra
Kiosks within the stipulated time period
• Would address the grievances which may arise out of e-Mitra
mechanism.
• Would timely reimburse the per transaction charges to DeGS/
DoIT&C on a monthly basis at earliest on receipt of formal bill
raised by DeGS/ DoIT&C.
• Necessary policy changes to enable service delivery through
e-Mitra kiosks.
6.6 State Specific Information
a. Rajasthan is a vibrant, exotic State where tradition and royal
glory meet in a riot of colors against the vast backdrop of sand
and desert. It has an unusual diversity in its entire forms-
people, customs, culture, costumes, music, manners, dialects,
cuisine and physiographic. The land is endowed with invincible
forts, magnificent palace, rich culture and heritage, beauty and
natural resources. This abode of kings is one of the most exotic
locales for tourist world over. The State has not only survived in
all its ethnicity but owes its charisma and color to its enduring
traditional way of life.
b. Geographically, the State is situated on the North – West corner
of the Indian sub- continent. The State lies between 23 ° 03’ and
30° 12’ North latitudes and 69° 30’ and 78° 17’ East
longitudes.
c. Rajasthan features among India’s top performing regional
economies. Continuously improving telecommunication infrastructure
as a result of ‘Free Right of Way Facility’ has provided much
needed thrust to the I.T. sector. Government is in process of
establishing ‘Knowledge City’ and ‘I.T. Corridor’ with an objective
of providing ready I.T. infrastructure for entrepreneurs interested
in setting up their ventures in the State.
d. Rajasthan has been in the forefront of Economic Reforms. It was
the first State in the country to adopt the International
Competitive bidding route for setting up power projects. It was
also the first in the country to announce a State Road Policy,
facilitating the entry of private enterprise in the Roads sector.
The Mineral, Marble and Granite policies of 1994
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
21 Signature & Seal of the Bidder
have promoted scientific exploration and exploitation of the
State's rich minerals. The Industrial Policy 1994 has brought about
a significant change in its investment climate. The Rural Non Farm
Policy of 1995 - the first of its kind in the country - has helped
focus efforts on growth and employment through rural
industrialization.
e. With a series of policy initiatives taken in the last few years,
most roadblocks to the private sector's entry in Infrastructure
have been removed. The State is poised for significant developments
in the Power Sector. The prospects for development of Solar energy
are promising. There are indications of a significant oil and
natural gas reserve, which could change the face of Western
Rajasthan's economy.
f. Rajasthan is now amongst the six fastest growing States of the
country. The State income of Rajasthan in 2001-02 at current prices
was estimated at Rs.792, 618 million in 2001-02 as against
Rs.569,125 million in 1997-98, registering an average annual growth
rate of 8.8 percent. The per capita income at current prices was
placed at Rs.13825 in 2001-02 as compared to Rs.10974 in 1997-98
showing an average annual growth rate of 6.1 percent.
g. Rajasthan is the largest State in India with an area of 342,239
Sq. kms and has a population of more than 69.32 million (Census
2001).The State, in its present form, is a conglomeration of 19
princely States and 3 chief-ships, which varied in size,
population, administrative efficiency, and the level of
socio-economic development. Administratively, Rajasthan is divided
into 33 districts, which are further sub-divided into 241 tehsils
and 237 development blocks.
h. Rajasthan has emerged during the last decade, as one of the
favourite tourist destinations in India for both domestic and
foreign tourists. The State receives 0.60 million of the 2.3
million foreign tourists who visit India annually. Additionally
over 50 Lakh domestic tourists also visit Rajasthan annually. The
world famous "golden triangle" comprising of Delhi-Agra- Jaipur has
put Jaipur on the world tourism map. 60% of international tourists
visiting India, come to these places. Recognising the potential
attractions that Rajasthan has to offer to domestic and foreign
tourists, the Government has accorded Tourism a special
status.
: District Map of Rajasthan
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
22 Signature & Seal of the Bidder
i GEOGRAPHICAL PROFILE
Average Rainfall In Mms. 575
ii ADMINISTRATIVE SET-UP (Census 2001)
Revenue Divisions No. = 7
Revenue Districts No. = 33
Inhabited Villages No. = 37,889
Gram Panchayat No. = 9,184
• Municipal Corporation No. = 3
• Municipal Councils No.= 11
• Municipal Boards No. = 169
iii POPULATION (2001 Census)
Density Per Sq. Kms. 165
Sex ratio Females per `000 males = 921
6.7 Bidding Unit for the e-Mitra Scheme
a. The State of Rajasthan has seven (7) Divisions covering
thirty-three (33) Districts. A table comprising name of districts
fall in each of the 7 Divisions is provided below. Each district
has several blocks under them depending upon the geographical
coverage and population, currently there are 237 blocks in the
State. The blocks are further divided into Villages; there are
39,753 Census Villages (2001) in the State. For the purpose of
deployment of e-Mitra kiosks in the State, a District has
been
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
23 Signature & Seal of the Bidder
considered as bid unit for bidding purposes. The Bidder may bid for
one or all the 6 i.e. Bharatpur, Jaisalmer, Jhalawar, Karauli,
Pratapgarh & Sirohi districts in the State.
b. Details of the Process of award of Rate Contract to LSPs is
explained in Chapter 12 of this document.
c. Names of the Divisions along with the districts under them are
given below:
Exhibit 1: Bid Units /List of Districts S.No
. Division Districts(Bi
Sirohi Dausa Banswara
Pali Alwar Dungarpur
Jalore Jhunjhunu Rajsamand
Jaisalmer Sikar Chittorgarh
Sawai Madhopur
Bhilwara Hanumangarh
Nagaur Churu
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
24 Signature & Seal of the Bidder
CHAPTER -7
7.1 Connectivity
a. The LSP will have to make arrangements for connectivity between
the SDC and e-Mitra kiosks to deliver services to citizens through
e-Mitra kiosks. The LSP may have to explore various options to meet
connectivity requirements. Every bidder should enclose a
comprehensive framework for providing connectivity to e-Mitra
Kiosks. Bidder will have to propose a reliable, convincing &
acceptable solution for providing connectivity to e-Mitra Centers
(i.e. In case a bidder is not a service-provider in Rajasthan then
proof of agreement with a service provider in Rajasthan will have
to be submitted along with the bid). This is one of the necessary
conditions for bidders to qualify in Technical Evaluation.
Horizontal connectivity for LSP/ Kiosks at various levels (State
HQ, District HQ and Tehsil HQ). The internet connectivity modes can
be:
o Broadband (Minimum 256 Kbps or more)
o Leased lines (Minimum256 Kbps or more)
o Wireless or other media with minimum 256 Kbps internet
speed.
b. Until the above mentioned connectivity options are made
available, LSP will have to work out alternative arrangement for
connectivity (e.g. through broadband) at their cost. No financial
support will be provided for this purpose and hence the costs of
such options need to be reflected in the business model submitted
by the potential LSPs for relevant bid unit.
c. Internet connectivity to e-Mitra Kiosks: It is expected that in
due course of time most of the e-Governance services would be
web-based and e-Mitra Kiosks would depend on internet connectivity
which would be provided by the TSPs having ISP license. However,
for the current situations as explained above LSP would work out
its requirement of internet bandwidth for e-Mitra Kiosks under its
fold through BSNL or any other ISP, with appropriate charges, as
applicable.
d. IT Architecture at the LSP Level
(a) The LSP would act as a Service Access Provider (SAP) and
network manager for e- Mitra Kiosks. For this purpose, it is
expected that the LSP should utilize the existing Application
software developed by the DoIT&C (i.e.
http://www.emitra.gov.in). The architecture of the application
software includes following parameters: (i) Web-Based Application-
J2EE framework with Oracle 10G as RDBMS Hosted at State Data
Center, Yojana Bhawan, Jaipur. The DoIT&C may allow LSP to use
the services of the application for free of cost and provide
required training to personnel of LSP to use the Application. The
LSP in turn will be responsible to impart training to the
Kiosks.
(b) The e-Mitra will be the delivery point where the services of
the Government and non- government businesses will be delivered to
the end user – a citizen. The e-Mitra kiosks will be connected to
the SDC through any of the connectivity options –broadband, data
card, or services of other network services providers or Internet
or a combination of such options.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
25 Signature & Seal of the Bidder
(c) The LSP will extend technical support to a kiosk and undertake
critical services such as remote diagnostics of the e-Mitra IT
infrastructure and provide training and guidance to manage the
e-Mitra. From a technology perspective the LSP/ e-Mitra
relationship is discussed hereafter.
(d) LSP shall be the first point of resolution for all technical
issues at the e-Mitra. Hence the LSP should ensure:
i. Helpdesk assistance ii. SLAs for resolution of issues iii.
Provide e-Mitra with IS Security guidelines iv. Provide periodic
training to KIOSK operators v. Conduct periodic review of e-Mitra
environment vi. Collate data to help KIOSKs in performance
appraisal vii. Provide means to upgrade software versions viii.
Patch updates for operating system ix. Antivirus
7.2 IT Architecture at the e-Mitra level
i. The IT architecture at the e-Mitra should have the following
features:
i A simple architecture.
ii Robust integration at the levels of LSP. LSP would act as a
Service Gateway for the E-Mitra.
iii The e-Mitra would operate under a well regulated and controlled
environment
iv The e-Mitra will require computing capabilities in the form of
PCs, printers, operating system and other related hardware such as
Dot Matrix printer, scanner, web camera. It is envisaged that
e-Mitra’s would require a single terminal machine and as the demand
increases the e-Mitra would migrate to multi-terminal environment
to deliver variety of services such as distance learning, IT
Training etc.
v Cost effective solutions to meet the local needs of the urban
populations
vi Upgradeable hardware to handle the growth in volumes over the
next 4-5 years
vii The IT Infrastructure needs to be available continuously, hence
the need for power backup
viii Ensure minimum complexity in the technical environment to
minimize overheads on the Information Systems
ix Should enable Cost effective data transfer/ communications
mechanisms
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
26 Signature & Seal of the Bidder
ii. There are two major components of the e-Mitra IT-infrastructure
- Digital Infrastructure and IT Software:
i. Digital Infrastructure would comprise of all onsite technology
equipment, such as PCs, Printers, Laser printer, Projectors,
Digital Camera, Software, and power back ups such as UPS, Genset,
etc.
ii. IT Software would comprise of operating System, application for
providing services, IS Security and Management and maintenance
tools etc.
7.3 Suggested IT Specifications at Kiosk Level
The following Exhibit 2 gives the suggested minimum IT
specifications to be followed at the e-Mitra level.
Exhibit 2: Suggested IT Specifications* for e-Mitra Kiosk
Hardware
Asset Type Specifications
Computer Terminals
• Intel Pentium IV /AMD Athlon64 3000+ or Higher • 512 MB DDR SDRAM
or Higher • Hard Drive 40 GB, SATA/IDE, 7200 RPM or Higher •
Optical Drives CD/DVD RW • LAN/WAN supported system • Monitor,
Keyboard, Mouse etc.
Printer • Dot-matrix and laser printer
Scanner • Legal
Power Backup • 1-2 Hrs backup UPS
IT Software • Office Utility Software • Operating System (Windows
XP Professional or higher) • IS Security (Anti Virus)
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
27 Signature & Seal of the Bidder
CHAPTER -8
OPERATIONAL GUIDELINES FOR LSP
Following are some of the key operational guidelines for the LSPs
to conduct and run the e-Mitra business:
a. Number of kiosks: The LSP would need to ensure to open target
kiosks in district as per Annexure B and as per the Clause 12.7
under the head of “Process of award of Rate of Contract to LSPs”.
Also, target number of kiosks includes the procedural takeover of
existing kiosks legally. LSP shall take over all existing kiosks as
per list provided by DeGS at the same terms and conditions offered
to the other kiosks. In case of their denial they would consider
others. This will not restrict the right of the government to open
similar kiosks for providing e-gov services. In other words, the
related LSP will not have exclusive right to set up kiosks in the
district.
b. Legal Agreement: Successful bidder have to sign MoU with
respective District e- Governance Society to become Local Service
Provider( LSP) and have to sign individual tripartite MoU with Line
Department & DeGS for provision of delivery of G2C services
through e-Mitra kiosks. Refer to Annexure D.
c. Mandatory Delivery of G2C Services: The e-Mitra Centers will
have to unconditionally provide all the services as approved and
decided to be delivered by the Government of Rajasthan to the
citizens from time to time in manner as prescribed by DoIT&C.
The LSP would charge fees for the e-Government services as
prescribed by the State Government. The LSP shall ensure
distribution of all kinds of certificates (bonafide, caste etc.),
procure digital signatures, licenses and other documents to
citizens that may be required as part of service process notified
by the Government from time to time. This would include liaison
with concerning offices and collection of issued certificates from
the concerning offices for distribution as may be the case. LSP
would require to obtain certification of the kiosk holder from
DeGS. The LSP will ensure that e-Mitra kiosks provide courier
services for delivery of certificates generated at citizen’s door
who wish to pay additionally for it. Charges for such services
would be as per actual.
d. LSP- Kiosk Relationship-
1. The Kiosks are preferred to be franchisees or have profit
sharing arrangements with the LSP to ensure a sense of ownership
and provide enough incentive for the Kiosk. The same needs to be
detailed in the business plan submitted by the bidder and the legal
document to be signed between LSP and each Kiosk.
2. The terms & conditions of LSP-KIOSK relationship as proposed
by LSP in the business plan and as agreed by DoIT&C (after
changes, if any) shall form a part of MOU and the legal agreement
to be signed between LSP and each of Kiosks.
e. Location of e-Mitra Kiosks: The LSP will have to setup the
e-Mitra Kiosks wherever it wants to open as per the term and volume
of transactions and business. The LSP would need to ensure to open
maximum kiosks in district as required by DeGS. The LSP will be
required to house the e-Mitra Kiosks in any premise of its choice
as per the norms provided by DeGS. The LSP would have to take the
concurrence of the DeGS or its authorized agency before deciding
the final location. The LSP will ensure to open kiosks in urban
areas only i.e. district head quarter and municipal towns level and
also ensure to not open kiosk where
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
28 Signature & Seal of the Bidder
Common Service Center (CSC) is already running. LSPs will open at
least one kiosk in each municipal town and also as per the
requirement of number of kiosk to be setup decided by District
e-Governance Society. The list and location of existing e-Mitra
kiosk are available at http://www.emitra.gov.in
f. Physical Layout of e-Mitra Kiosks: The e-Mitra kiosk should be
housed in a comfortable room of at least 150 - 200 sq ft. with
adequate working space (2-3 people), furniture and storage space.
The room should have cement flooring, concrete roof and pucca walls
without any water leakages from any side. The room should have good
ventilation and light with good space outside for parking, display
boards, etc.
p. Bill of material of e-Mitra kiosk: A kiosk should have a
computer, Laser printer, Dot matrix printer UPS, Inverter as per
the specification mentioned in section 7.3 of this RFP. Also, a
complaint/ Suggestion Register will also be maintained at each
e-Mitra Centers/ Kiosks and be placed at prominent place within the
e-Mitra Centers/ Kiosks premises. Display board should display time
of operational hours of kiosk, LSP name, kiosk’s ID and Helpdesk
number.
g. Branding of e-Mitra Kiosks: The LSP shall comply with any
branding/ logo/ color scheme as prescribed by the Government of
Rajasthan.
h. Physical Security at e-Mitra Kiosks: LSP would have to make his
own arrangements to provide for physical security at the e-Mitra
Kiosks. The LSP would have to ensure an appropriate insurance cover
is in place to guard the infrastructure against any damages or
trespassing.
i. Timings of Operation: The e-Mitra Kiosks shall function every
day between 8:00AM to 6:00PM or as directed by DeGS (DeGS is free
to decide the time schedule for operations on LSP/ Kiosks for G2C
Services), except on Bank Holidays or national holidays. The Shops
and Establishment Act as applicable in the State will be adhered
to, if relevant.
j. Memorandum of Understanding (MOU): The LSP will be governed by
the MoU, a draft of which is included in this RFP document
mentioned as Annexure E and successful bidder has to sign this with
the respective District e-Governance Society separately within 30
days from the date of issuance of LoI. Service Levels that would be
used for regular performance evaluation of e-Mitra Kiosks
operations would inter-alia include the following:
• Every e-Mitra kiosk must be operational on all working days
except the National/ Bank Holidays and as decided by DeGS.
• LSP will report actual performance achieved every month to the
DoIT&C/ DeGS. The LSP will also be responsible for promptly
investigating failures to meet the MOU at earliest.
• Initiating and reporting problem and identify root causes of
failure related to not achieving the Service Levels;
• Promptly reporting problems related to the Services, as
identified, to the DoIT&C or its authorized agency that
reasonably could be expected to have adverse effect on the
operations; and
• Developing and implementing improvements in procedures required
to prevent repeated failures
k. (i) Adherence to Service Level Metrics: LSPs are expected to
ensure strict observance of Service Agreement metrics laid out in
this RFP document. For additional services to be
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
29 Signature & Seal of the Bidder
added, separate Service Agreements will be put in place, and the
Kiosk systems shall be reinforced and enhanced suitably to meet new
demands and comply with the conditions specified in such
Agreements. The LSP shall ensure that the kiosk keeps a citizen
charter of the complete list of services available at the e-Mitra,
time taken for delivery and pricing of the various services
prominently. In the event that LSP fails to achieve agreed Service
Levels, the LSP would have to pay liquidated damages as prescribed
in this RFP document.
(ii) Security Deposits for G2C transactions cash collection: LSP
would deposit an amount to the DeGS towards security in form of
unconditional irrevocable Bank Guarantee issued by a Scheduled
Commercial Bank payable and revocable locally at concerned district
as per format provided in Annexure F, on behalf of itself and the
Kiosks to indemnify government against all omissions and communions
on part of all concerned, of that no interest will be paid. The
amount would be as per the table mentioned in Annexure B. Such
amount shall also be considered as credit limit of a particular LSP
for a District. LSP will not be allowed to make transaction on
e-Mitra portal beyond the credit limit given to LSPs, depending
upon the security deposited by respective LSP. Credit Limit will
only include cash amount and will be released when LSP deposits
funds with DeGS/ Line Department.
If LSPs wishes to increase the transaction/volume on e-Mitra portal
he has to deposit additional security to District e-governance
Society.
The security against G2C transaction (Annexure F) should be
deposited within 30 days from signing of the MOU between LSP and
DeGS. Failure to deposition of this security amount will cause
forfeiture of performance security.
This security deposit would be in addition to the irrevocable
performance security to be deposited by the LSP.
l. Daily MIS: For reconciliation purposes LSP will provide
financial statements to the respective District e-Governance
Society/ Department concerned. LSP shall hand-over proper receipt
to the bearer of the bill/demand note/application giving relevant
details, to the concerned department/utility provider. All the hard
copies should be retained by the LSP/ KIOSK and sent to the
District e-Governance Society duly stamped with the inscription
“PAID ON”/” Received” …….. (Date) at …………… (Counter Name) along
with the accounts as per requirement of the line department. The
format and frequency of the other required MIS would be as per the
provision of the application software. The reports should be
strictly system-generated. Reports those are not generated by the
system will not be accepted and will be treated as non-submission
hence the appropriate liquidated damages clause will be applicable.
The kiosk operator will generate a single copy of receipt on
preprinted stationary approved by DeGS to the citizen.
m. Reimbursement to LSPs: To get payments of their share
(transaction charges) of the money collected, LSP would submit bill
for service charges in triplicate in favor of line department or
respective District e-Mitra Society, as per the direction of
District e-Mitra Society, along with date wise details of the
amount collected and the department wise transactions made. The
District e-Mitra Society/Line department will reimburse the
remaining dues (10%, 20%) in case of PHED and DISCOM and respective
remaining dues in case of other categories of services to LSP
within 30 days from the receipt of the bill; provided all
formalities are duly completed on the part of LSP.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
30 Signature & Seal of the Bidder
n. Security of Data: The LSP shall ensure that the data available
with Kiosks related to the Scheme is not misused/ abused/ copied by
its personnel. The LSP shall indemnify the DeGS from any claim or
suit for damages that may be filed against it for breach of privacy
laws by Kiosk’s employees. The LSP shall ensure that its personnel
or Kiosks appointed by the LSP do not tamper with data or document
provided by District Administration/E- Governance Society/
Departments meant for use by citizens. The LSP will be responsible
for maintaining security and integrity of the data supplied by the
District E-Governance Society/ Departments Concerned/
Government.
o. Grievance Handling: The LSP shall ensure that a complaint and
suggestions book is kept at a prominent place at each kiosk to
enable the citizens to make complaints and suggestions in writing.
The book will be sent to the concerned Nodal Officer at the
District e-Governance Society every month for his perusal and such
action as may be considered necessary. The LSP shall provide online
grievance monitoring system for handling the complaint received
from the kiosks. The LSP shall update the status of the complaint
online. To ensure effective redressal of the complaints received at
e-Mitra, the LSP shall depute at least one full time technical
support staff (help desk) for every District. Telephone/mobile
numbers of his supervisor/district-in-charge if any and telephone
number of suitable senior officer at the headquarter. The LSP
should ensure that a complaint is redressed within one working day
from the time its receipt. Complaints that are beyond the scope of
the LSP should be transferred to the competent authority. The LSP
shall update the kiosk owners (KIOSKs) about the grievance status.
The LSP will be responsible for preparing and sending the monthly
reports comprising of complainant’s name, date of receipt, date on
which it was disposed, action taken, and time taken to dispose the
complaint etc. The report should highlight the complaints with pink
which has taken more than one day for disposal and with red which
has not disposed up to the kiosk satisfaction. A dispute resolution
committee will be constituted under chairmanship of Collector and
Chairman District e-Governance Society where Nodal officers of DeGS
will be member secretary and officials of line department will be
other members to resolve day to day issues.
p. Operating Hours and Procedures for e-Mitra Kiosk: The kiosk
should be open at least from 8.00 AM to 6.00 PM every day without
failing, except on holidays. Every day the e-Mitra kiosk owners/
operators shall intimate to the server, through electronic log-in
the opening time of the kiosk and log-out at the closing hours in a
similar manner. In case, a Kiosk is found closed during the working
hours as prescribed above, penalty will be imposed in the manner
mentioned in the Exhibit 3 of this document. The LSP/ Kiosk should
electronically close their Revenue Collection Register (RCR) on a
daily basis and should submit the counter foils of bill/ documents/
applications/ forms etc. and daily MIS report within next working
day. Failing that would attract liquidated damages as prescribed in
the Exhibit 3. In case of non submission of the reports/ counter
foils of bill, LSP must inform electronically to the District
e-Governance Society the reason for the delay before the due time
for submission. The delay in submission without informing the
reason will be considered as non seriousness towards his
responsibility and will be treated accordingly. Delayed submission,
along with the amount equal to applicable liquidated damages will
be accepted in the form of Demand Draft drawn in favor of
respective District e-Governance Society.
q. Collection of Money on Behalf of Government: LSP would transfer/
deposit the dues collected on behalf of the government to
designated bank account/ corpus of DeGS/ Line Departments within
next working day. In case of holidays the dues would be transferred
on next working day. LSP may use online fund transfer facility. In
case of non deposit of the amount so collected within the
stipulated time, LSP will have to pay interest to District e-
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
31 Signature & Seal of the Bidder
Governance Society/ Line Departments as prescribed in the Exhibit 3
in this document. Payment defaults occurring for 5 consecutive
days, the GoR/ DeGS shall be entitled to forthwith stop the LSP’s
access to State Data Centre, the State Portal, Raj-SWAN, Government
applications, as well as any other Government support, whether
physical or otherwise, and require the LSP to stop providing the
Government services to the citizens through the e-Mitra kiosks
including termination of the MOU.
r. Insurance of Government Cash: LSP are advised that, at its own
cost will subscribe to insurance coverage for the cash handled at
Kiosks to safeguard the public money against theft and uncontrolled
risk like earthquake-fire & shock, Landslide/ rockslide/
subsidence, storm or similar type. In an event of loss of cash at
LSP’s end because of theft or such eventualities, the cash will be
recovered from the LSP (This clause is for suggestion only not
compulsory).
s. The LSP will obtain all applicable statutory clearances for
providing all G2C, B2B and B2C services at the Kiosks.
8.1 Service Delivery Process (of prevailing e-Mitra Scheme)
a. The Service Delivery Process currently being used for the
‘e-Mitra’ business model would largely same. The current model in
the e-Mitra Scheme is based on the principle of Public Private
Partnership (PPP). Citizens can access G2C services through kiosks,
which are being operated by private players, or through other
designated Centres. The details on service delivery process and
implementation framework being implemented in e-Mitra Project are
provided in this document, which may be referred for information
purpose.
8.2 Payment and Collection
a. Cash and funds flow would be an integral part of the Scheme. The
LSP may require to tie-up with several banks to manage/ enable/
support their funds and financial dealings. The potential LSP would
have to provide the cash and fund flow management plan as part of
the technical proposal in the bid. The selected LSP would need to
explore the banking arrangement further in cooperation with the
DoIT&C/ District e-Governance Society and concerned departments
in the government. The transactions executed by the Kiosks should
be monitored by the LSP and DoIT&C/District e-Governance
Society through an authentication, authorization and accounting
software. The LSP should also ensure deposit of the revenue
collected at Kiosks from e-Government transactions from the
citizens in a manner prescribed by the State. Appropriate
safeguards need to be built so that such revenue is deposited in
time and a proper receipt is given to the citizen who deposits such
amount with the kiosk operator.
b. LSP will open separate bank account to facilitate the kiosks for
depositing the amount collected against Government dues at an
appropriate level. It will be the responsibility of the LSP to bear
all charges for depositing the amount into designated account of
District e-Mitra Society/ departments.
c. Multiple Modes of receiving Payment: It is currently envisaged
that the urban citizens will make payment at the Kiosk by cash but
considering the lifetime of the Scheme. Therefore, over the course
of the Scheme period, the LSP and KIOSK can make arrangements to
accept other payment methods like cheque, DD, credit and debit
card, direct bank transfer, mobile payment, micro payments and
other payment methods.
Department of Information Technology & Communication (DoIT
& C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
32 Signature & Seal of the Bidder
d. Receipt to the users: The KIOSK should issue a receipt to all
citizens for all G2C / B2C and utility bill collection services.
One copy of computerized receipts should be issued to the customer
for all transactions while another copy should be kept at e-Mitra
Kiosk. DoIT&C/ District e-Governance Society may inspect this
receipt books and the Kiosk should maintain these receipt books for
at least 3 years for audit by DoIT&C/ District E-Governance
Society.
e. Utility Bill Payment: In case of utility bill payments, the
KIOSK shall issue a printed receipt generated through the
application. The application should keep a digital/ signed copy of
the receipt for the purpose of non-repudiation. If the Utility
Department has an application ready for use at the time of
operation, the Utility Department would make available such
application to the LSP.
f. Following is a description of the fund-flow and related
administrative processes of the E-Mitra Scheme which is in
operation in the State.
• Deposition of Cash/ Cheque collected at Kiosk: As per the MOU
signed between the Local Service Providers (LSPs); District
E-Governance Societies (representative of DoIT&C); and Line
Department, the LSP/ Kiosks deposit the amount collected at
different Kiosks through Cash/ Cheque, in e-Mitra Societies’
Authorized Bank account or specified accounts of Line Departments
within next working day at a specified Branch. LSP will
promote/encourage online transfer of funds into the stakeholders’
accounts and all the expenditure towards e-transfer will be borne
by the LSPs. The District e- Governance Societies has adopted
following procedure –
i. The LSPs collect the amount collected at their respective kiosks
and deposit in the bank account of the District e-Governance
Society or specified accounts of Line Departments at designated
Bank/ Branch and submit the Pay-In Slip to the District e-
Governance Society/ concerned Line Department.
ii. The Individual Kiosk owner is authorized to deposit the amount
in the designated account of District e-Governance Society or
Specified accounts of Line Departments at designated Bank/ Branch.
In this case, the LSP shall ensure that all his kiosks have
deposited the amount well in time and collect the Pay-IN slips from
kiosk and submit it to District e-Governance Society or Line
Department(s) with a consolidated report. Such report shall contain
the date of collection, kiosk name, amount to be deposited by kiosk
owner (as per the Kiosk RCR), amount deposited by kiosk and total
amount deposited by kiosks.
iii. In case, the Bank provides facility of anywhere banking, the
amount (Cash/ Cheque) is deposited by LSP/ Kiosk owner in the
Designated Bank account from any branch….should we allow or not,
practically yes.
iv. After depositing the amount in the Bank, the LSP submits the
proof of deposition of amount (either by LSP or by their kiosk) by
submitting the Original copy of Pay-In Slips to District
e-Governance Society or concerned Line Departments within next
working day. (Separate Pay-In Slips for Cash amount and e-Mitra
Cheques).
• As per the State Level MOU signed for specific serv