Eth 10021432 1 280214

Municipal Corporation of Greater Mumbai
Issued By
Director, IT
Bid Document
for
Procurement of Services for Post Implementation
Support of SAP Systems at MCGM
Bid Document
Issued by Municipal Corporation of Greater Mumbai Page 2 of 132
Table of Contents
1) Glossary............................................................................................................................................. 5
2) Introduction...................................................................................................................................... 6
2.1 Project Background .................................................................................................................................... 6
2.2 Project Objective......................................................................................................................................... 6
2.3 Bid Document Notice ..................................................................................................................................7
2.4 Bid Invitation...............................................................................................................................................7
3) Pre-Qualification Criteria ................................................................................................................. 8
4) Instructions to Bidder..................................................................................................................... 10
4.1 Bid Data Sheet ...........................................................................................................................................10
4.2 Purpose of Bid Document ......................................................................................................................... 11
4.3 Cost of Bid Document ............................................................................................................................... 11
4.4 Bidder Registration and Instructions....................................................................................................... 11
4.5 Proposal Preparation Cost ........................................................................................................................ 12
4.6 Bid Cover Letters ....................................................................................................................................... 12
4.7 Power of Attorney...................................................................................................................................... 12
4.8 Pre-Bid Meeting......................................................................................................................................... 12
4.9 Amendment of Bid Document .................................................................................................................. 13
4.10 Rights to Terminate the Process............................................................................................................... 13
4.11 Site Visit ..................................................................................................................................................... 13
4.12 Language of Bids ....................................................................................................................................... 13
4.13 Bid Submission Format............................................................................................................................. 13
4.14 Documents Comprising of Bids ................................................................................................................14
4.15 Earnest Money Deposit (EMD) and Refund............................................................................................ 15
4.16 Solvency Certificate ................................................................................................................................... 15
4.17 Submissions of Bids ..................................................................................................................................16
4.18 Modification or Withdrawal of Bids .........................................................................................................16
4.19 Evaluation Process .................................................................................................................................... 17
4.20 Opening of Bid........................................................................................................................................... 17
4.21 Evaluation of Technical Bids .................................................................................................................... 17
4.22 Period of Validity of Bids ......................................................................................................................... 20
4.23 Clarification of Bids................................................................................................................................... 21
4.24 Non-Material Non-Conformities .............................................................................................................. 21
4.25 Opening of Commercial Bid...................................................................................................................... 21
4.26 Selection Method...................................................................................................................................... 22
4.27 Firms Participation Criteria..................................................................................................................... 24
4.28 Rights to Accept/Reject any or all Proposals.......................................................................................... 25
4.29 Notifications of Award and Signing of Contract ..................................................................................... 25
4.30 Performance Bank Guarantee.................................................................................................................. 26
4.31 Failure to agree with the Terms & Conditions of the Bid Document/Contract .................................... 26
4.32 Terms and Conditions of the Tender....................................................................................................... 26
4.33 Legal & Stationery Charges...................................................................................................................... 26
4.34 Stamp Duty ................................................................................................................................................27
5) Scope of Work................................................................................................................................. 28
5.1 Services ..................................................................................................................................................... 28
5.1.1 Primary Support: Decentralized Support ............................................................................................... 28
5.1.2 Secondary Support: Change Requests .................................................................................................... 29
5.1.3 Secondary Support: Maintenance ........................................................................................................... 29
Bid Document
5.1.4 Training..................................................................................................................................................... 29
5.1.5 New Module Implementation.................................................................................................................. 32
5.1.6 Other Ancillary Services........................................................................................................................... 32
5.2 Application Management Methodology.................................................................................................. 33
5.2.1 Support Services ....................................................................................................................................... 33
5.2.2 Support Service Phases ............................................................................................................................ 34
5.2.3 New Module Implementation...................................................................................................................35
5.2.4 Use of Solution Manager.......................................................................................................................... 36
5.2.5 Templates and Tools ................................................................................................................................ 36
5.2.6 Periodic Reporting and Escalations ........................................................................................................ 36
5.2.7 SAP Environments ....................................................................................................................................37
5.3 Service Management Procedures & Practices......................................................................................... 38
5.3.1 Incident Management .............................................................................................................................. 38
5.3.2 Change Management................................................................................................................................ 38
5.3.3 Service Request Management.................................................................................................................. 38
5.3.4 Call Registration Management ................................................................................................................ 39
5.3.5 Problem Management .............................................................................................................................. 39
5.3.6 Release Management ............................................................................................................................... 39
5.4 Resource Requirements ........................................................................................................................... 40
5.5 Reporting Requirements.......................................................................................................................... 44
6) Annexure I: Instructions for Pre-Qualification Bid........................................................................ 48
6.1 Pre-Qualification Cover Letter................................................................................................................. 48
6.2 Format to share Bidders Particulars....................................................................................................... 49
6.3 Format for Declaration by the bidder for not being Blacklisted / Debarred ........................................ 50
6.4 Format for Statement of Deviation from the Bid Document Requirements.......................................... 51
6.5 Performance Bank Guarantee Format .................................................................................................... 52
7) Annexure II: Instructions and Technical Bid Document Formats................................................. 54
7.1 General Instructions on Preparation of the Technical Proposal ........................................................... 54
7.2 Format to share eGovernance/ ULB experience .....................................................................................55
7.3 Format to share SAP Experience............................................................................................................. 56
7.4 Financial Situation ................................................................................................................................... 58
7.5 General Turnover Information................................................................................................................ 59
7.6 Details of Manpower Resources Proposed.............................................................................................. 60
8) Annexure III: Commercial Proposal Formats ................................................................................ 62
8.1 Commercial Proposal Cover Letter ......................................................................................................... 62
8.2 Best Price Offer Letter Format ............................................................................................................. 64
8.3 Commercial Proposal Format & Instructions......................................................................................... 65
9) Annexure IV: Draft Contract Agreement........................................................................................ 69
9.1 Definitions, Interpretations and Other Terms........................................................................................ 69
9.2 Interpretations........................................................................................................................................... 71
9.3 Term of the Contract Agreement ..............................................................................................................72
9.4 Work Completion Timelines & Payment Terms ......................................................................................72
9.5 Service Level Agreements .........................................................................................................................73
9.6 Professional Project Management............................................................................................................79
9.7 Communications........................................................................................................................................79
9.8 Use & Acquisition of Assets during the term...........................................................................................79
9.9 Security and safety.................................................................................................................................... 80
9.10 Indemnity.................................................................................................................................................. 80
9.11 Third Party Claims ....................................................................................................................................81
9.12 Warranties ................................................................................................................................................ 82
9.13 Force Majeure........................................................................................................................................... 82
Bid Document
9.14 Independent Expert ................................................................................................................................. 83
9.15 Resolution of Disputes ............................................................................................................................. 83
9.16 Risk Purchase Clause ............................................................................................................................... 83
9.17 Limitation of Liability towards MCGM................................................................................................... 83
9.18 Conflict of Interest.................................................................................................................................... 84
9.19 Data Ownership........................................................................................................................................ 84
9.20 Publicity .................................................................................................................................................... 84
9.21 Fraud and Corruption .............................................................................................................................. 84
9.22 Exit Management ..................................................................................................................................... 85
9.23 Termination of contract ........................................................................................................................... 86
9.24 Miscellaneous ........................................................................................................................................... 86
9.25 Applicable Law.......................................................................................................................................... 90
9.26 Particular conditions ................................................................................................................................ 90
9.27 Stamp Duty Payment.................................................................................................................................91
10) Annexure V: List of Approved Banks.............................................................................................. 93
11) Annexure VI: Draft Non-Disclosure Agreement ............................................................................ 95
12) Annexure VII: Authorisation letter for attending pre-bid meeting / bid opening......................... 99
13) Annexure VIII: Details of current post implementation support................................................. 100
14) Annexure IX: Indicative Training Plan......................................................................................... 105
15) Annexure X: High Level Note on Portal ........................................................................................ 110
15.1 Introduction............................................................................................................................................. 110
15.2 Enterprise Portal - Vision ....................................................................................................................... 110
15.3 Enterprise Portal - Features.....................................................................................................................111
15.4 A Citizen Centric Model ....................................................................................................................... 113
15.5 Portal Development................................................................................................................................. 119
Bid Document
1) Glossary
Terms Meaning
BOM Bill Of Material
BEC Bid Evaluation Committee
EMD Earnest Money Deposit
IT Information Technology
DEO Data Entry Operator
NDA Non-Disclosure Agreement
LOI Letter of Intent
SLA Service Level Agreement
PC Personal Computer
FICO Finance and Control
MM Material Management
PS Project System
HR Human Resources
FM Fleet Management
RE Real Estate
SRM Supplier Relationship Management
BI Business Intelligence
EP Enterprise Portal
TRM Tax and Revenue Management
GRC Governance Risk and Compliance
DMS Document Management System
ASAP Accelerated SAP
SPOC Single Point of Contact
ITIL Information Technology Infrastructure Library
Bid Document
2) Introduction
2.1 Project Background
In 2007, through an open tender, SAP was chosen to implement Enterprise Resource Planning (ERP) system at
MCGM. This system is installed at at MCGMs own Data Center at Worli, Mumbai, and has following modules
of SAP system customized to suit various user requirements.
1. Finance and Control (FICO)
2. Material Management (MM)
3. Project System (PS)
4. Human Resource (HR)
5. Fleet Management (Plant Maintenance module implemented as FM)
6. Real Estate (RE which is a part of FICO module)
7. Suppliers Relationship Management (SRM or called e-Tendering system)
8. Citizens Portal and Ward Management (Customer Relationship Management (CRM) module of SAP
customized to suit Citizen Services of MCGM called CPWM)
9. Business Intelligence (BI)
10. Enterprise Portal (EP)
11. Payroll, PF and Pension
All these modules of SAP system are implemented on IBM P595 Servers with IBM DS 8300 as Storage system
and is connected to over 350 locations / offices of MCGM with leased line / ISDN connectivity. Approximately
9000 users are using SAP system to carry out different functions of their department/s.
SAP System project has been implemented through a consortium of M/s SAP, M/s Siemens and M/s ABM
Knowledgeware Ltd and is currently supported by ABM Knowledgeware Ltd.
The existing support details are as provided in annexure VIII.
2.2 Project Objective
MCGM is now looking to contract with a single Bidder who can provide the Post Implementation Support
Services, which would primarily include decentralized support at various MCGM locations, software
maintenance support, enhancement to existing modules and implementation of new modules. MCGM is also
planning to take services of the bidder to undertake development / programming, customization, configuration,
testing, debugging and maintenance. MCGM shall take these services for a period of 3 years starting from the
date of issue of work order, with contract having a provision of renewal, if necessary, depending on requirement
of MCGM with approval of competent authority.
The selected service provider would need to provide all the services as per scope defined in this RFP and aim to:
Improve employee/end-user and citizens experience to the SAP System
Deliver scalability/flexibility to react to MCGMs ongoing business needs
Support MCGM in improving Transparency and Efficiency in its functioning
Support MCGM to improve Service Delivery System to Citizen / Businesses
In order to achieve the abovementioned objectives, it is proposed to hire the Post Implementation Support
Services for SAP system in following two categories.
Primary Team Resources (Field Support Team) for providing hand-holding / support to end users of
specific modules of SAP system at various locations / offices of MCGM in a decentralized manner
through resources deployed at various MCGM locations
Secondary Team Resources (Software Maintenance / Development / Programming Team) to
provide SAP module maintenance / customization / configuration required to cater to various change
requests of end users centrally at a location allocated by MCGM.
Bid Document
2.3 Bid Document Notice
This Bid Document is being published by the Director of Information Technology, Municipal
Corporation of Greater Mumbai, for the Project Procurement of Services for Post
Implementation Support of SAP Systems at MCGM".
Bidder agencies are advised to study this Bid Document carefully before submitting their proposals
in response to the Bid Document Notice. Submission of a proposal in response to this notice shall
be deemed to have been done after careful study and examination of this document with full
understanding of its terms, conditions and implications.
This Bid Document is not transferable.
2.4 Bid Invitation
The Director IT, Municipal Corporation of Greater Mumbai invites the reputed bidders to submit
their technical and financial offers for the project of "Procurement of Services for Post
Implementation Support of SAP Systems at MCGM in accordance with conditions and
manner prescribed in this Bid Document.
Bid Document
3) Pre-Qualification Criteria
# Pre-Qualification Criteria Document Required
1.
The Bidder must be a company in India Registered under The
Company's Act 1956.
Copy of Certificate of Incorporation
2.
The Bidder should have an average annual turnover of Rs.
75 Cr from IT Services Business which includes software
development, customization, implementation and post
implementation support during last three financial years
(2012-13, 2011-12,2010-11)
Audited Profit &Loss Statements for
last three financial years (2012-13,
2011-12,2010-11)
3.
The bidder should have a net-worth of Rs. 50 Cr as of
31/03/2013
Audited Balance sheet as of
31/03/2013
4.
The bidder must have at least 200 graduate technical
employees on its payroll at the time of bidding, performing
software design/ development/ testing / maintenance activities
Certificate from HR head of bidder
5.
The bidder must have at least 100 graduate technical
employees on its payroll at the time of bidding, having prior
experience of at least 2 years in customization/
implementation /support of SAP systems.
6.
The bidder should have at least 25 SAP certified resources on
its payroll as of the bidding date including at least one
resource with the following certifications SAP FI, SAP CO, SAP
SRM, SAP CRM, SAP MM, SAP PS, SAP ABAP and SAP BASIS
with names of employees.
7.
The bidder should have executed project which includes
implementation or post implementation support for SAP
modules listed below for at least one client in India with a
project value of at least Rs. 20 Cr within last ten years (as of bid
publish date) (The annual value of the project should be at
least Rs. 5 Cr for a period of at least three years and include
onsite support)
1. Mandatory SAP Modules: FICO, MM, CRM and PS
2. Any 3 out of 6 SAP modules: SRM, HR, EP, BI, PM and RE
Copy of Work Order & Work
Completion certificate of the project
from the client.
In case of an ongoing project, the
percentage of work completed for
must be at least 75% and bidder
must have a percentage completion
certificate from the respective client
for the same.
8.
The Bidder should have executed at least one project
(Software Development and/or Software Post Implementation
Support), with a value of Rs. 10 Cr within last ten years (as of
01/01/2014), in / Urban Local Bodies / Government
Departments / Public Sector Companies in India
Copy of Work Order & Work
Completion certificate of the project
from the client.
In case of an ongoing project, the
percentage of work completed for
must be at least 75% and bidder
must have a percentage completion
certificate from the respective client
for the same.
9. The bidder must have the following 3 valid certifications: Copies of the valid certifications
Bid Document
# Pre-Qualification Criteria Document Required
1. SEI CMMi Level 3 Certification and above
2. ISO 9001: 2008
3. ISO 27001
10. Bidder must be authorized by SAP
Copy of authorisation letter from
SAP
11.
Bidder should have at least one office in Mumbai Metropolitan
Region (MMR) (Mumbai / Navi Mumbai / Thane)
Proof of the office address
12.
The bidder should not have been blacklisted by Central / State
Government in India/ MCGM at the time of submission of
the Bid
Declaration letter by bidder as per
format given in the Bid Document
13. No consortiums will be allowed to participate in the Bid
Bid Document
4) Instructions to Bidder
4.1 Bid Data Sheet
# Information Details
A. Introduction
1. Project Name
Procurement of Services for Post Implementation Support
of SAP Systems at MCGM
2. Bid Document reference No and Date 7100028022 dtd.10.02.2014
3. Tender Type Open Tender via e-Tendering system
4. Tender Fee (excluding 5% VAT) INR 10,000/- (Rupees Ten Thousand Only)
5. Tender Download Due Date 28.02.2014
6. Earnest Money Deposit (EMD)
INR 1,56,89,400/- (Rupees One Crore Fifty Six Lakhs
Eighty Nine Thousand and Four hundred Only)
7. EMD Submission Due Date & Time
Date: 28.02.2014
Time: 4.00pm
8. Bank Solvency Certificate INR 60,00,000/- (Rupees Sixty Lakhs Only)
9.
Addressee for the EMD to be
submitted
B. Preparation of Bids
10. Language of Bid English
11. Bid Validity Period 180 Days from the Date of Opening of Bid
12. Performance Bank Guarantee 5% of the Annual Contract Value
13. Performance Security Validity Period 3 months after expiration of all the contractual obligations
C. Bid Presentation
14.
Last date for submission of queries for
clarifications
15.02.2014
15. Query Submission
To be submitted via e-mail only.
Kindly refer to section 4.6 for query format.
16.
Place, date and Time of Pre-bid
meeting
O/o Addl. Municipal Commisioner (ES), Municipal
Corporation of Greater Mumbai, Mahapalika Marg,
Mumbai 400 001.
On 17.02.2014 at 3.00pm
17.
Contact Person for clarification of
Queries
Shri. Mahesh Narvekar, Director IT
Municipal Corporation of Greater Mumbai,
Worli Data Center, Engineering Hub Bldg., Dr. E. Moses
Road, Worli Naka, Worli, Mumbai -400018
Bid Document
# Information Details
18. Contact Information
E-mail: director.it@mcgm.gov.in
Phone No: 022-22694725
D. Submission and Opening of Bids
19.
Last date (deadline) for receipt of
proposals in response to Bid
Document notice
28.02.2014 upto 4.00pm
20.
Place, Time and Date of opening of
Bids received in response to the Bid
Document notice
O/o Director (IT), Worli Data Center, Engineering Hub
Bldg., Dr. E. Moses Road, Worli Naka, Worli, Mumbai -
400018
On 28.02.2014 after 4 pm
21.
Technical proposals received in
response to the Bid Document notice
O/o Director (IT), Worli Data Center, Engineering Hub
Bldg., Dr. E. Moses Road, Worli Naka, Worli, Mumbai -
400018
On 28.02.2014 after 4 pm
22.
Financial proposals received in
response to the Bid Document notice
Will be Informed Later
E. Evaluation of Bids and Awarding of Contract
23.
Signing of Contract Agreement with
MCGM
Within 45 days after issuance of letter of intent
4.2 Purpose of Bid Document
The purpose of this Bid Document is to appoint a post implementation support provider for SAP
modules for the period of 3 years who will be responsible for providing on field support,
maintenance and enhancement of existing modules and customization of new modules. This
document provides information to enable the bidders to understand the broad requirements to
submit their "Bids". The detailed scope of work is provided in Section 5) of this Bid Document.
4.3 Cost of Bid Document
The Cost of Tender document is (INR 10,000/-, Rupees Ten Thousand only) + 5% VAT, to
be submitted online.
4.4 Bidder Registration and Instructions
Bidders shall get themselves registered as MCGMs vendor by paying necessary fees to MCGM by
following due Procedure.
Bidders are advised to study all instructions, forms, terms, requirements and other information in
the Bid Documents carefully. Submission of bid shall be deemed to have been done after careful
study and examination of the Bid Document with full understanding of its implications. The
response to this Bid Document should be full and complete in all respects. Failure to furnish all
information required by the Bid Documents or submission of a proposal not substantially
responsive to the Bid Documents in every respect will be at the bidder's risk and may result in
rejection of its Proposal.
Bid Document
For detailed instructions, please also read the document on the hyperlink Instruction to Vendors
4.5 Proposal Preparation Cost
The bidder is responsible for all costs incurred in connection with participation in this process,
including, but not limited to, costs incurred in conduct of informative and other diligence activities,
participation in meetings/discussions/presentations, preparation of proposal, in providing any
additional information required by MCGM to facilitate the evaluation process, and in negotiating a
definitive Contract or all such activities related to the bid process. The department will in no case be
responsible or liable for those costs, regardless of the conduct or outcome of the bidding process.
This Bid Document does not commit the department to award a contract or to engage in
negotiations. Further, no reimbursable cost may be incurred in anticipation of award. All materials
submitted by the Bidder shall become the property of the department and may be returned at its
sole discretion.
4.6 Bid Cover Letters
Each Bidder shall upload a completed Bid Covering Letter in accordance with the format specified
in Annexure I and Annexure III of this bid document, one each for the Pre-Qualification folder,
including its attachment, and for the Commercial bid.
4.7 Power of Attorney
Each Bidder shall upload a scanned and digitally signed copy of power of attorney duly notarized,
indicating that the person(s) signing the bid has(ve) the authority to sign the Bid and thus that the
bid is binding upon the Bidder during the full period of its validity.
4.8 Pre-Bid Meeting
MCGM will host a Pre-Bid Meeting for queries (if any) raised by the prospective bidders. The date,
time and place of the meeting are given in Section 4.1 of this document. The representatives of the
bidders may attend the pre-bid meeting at their own cost. The purpose of the pre-bid meeting is to
provide a forum to the bidders to clarify their doubts / seek clarification or additional information,
necessary for them to submit their bid.
All enquiries from the bidders relating to this Bid Document must be submitted to the designated
contact person as mentioned in the Bid Data Sheet below. The queries should necessarily be
submitted in the following format as a Word Document:
Sr.
No.
Bid Document Reference
(Volume, Section No., Page No.)
Content of the Bid
Document requiring
clarification
Clarification Sought / Query
1
2
3
Authorisation letter in the name of the person attending pre-bid meeting needs to be submitted on
the letterhead of the Bidder during the pre-bid meeting in the format specified in Annexure VII .
Queries submitted post the deadline mentioned in the Bid Data Sheet or which do not adhere to the
above mentioned format may not be responded to. All the responses to the queries (clarifications /
corrigendum) shall be made available on the MCGM website.
(http://www.mcgm.gov.in/irj/portal/anonymous/qletenders)
Bid Document
4.9 Amendment of Bid Document
At any time prior to the deadline for submission of bids, MCGMmay, for any reason, whether at its
own initiative or in response to a clarification requested by a prospective Bidder, modify the Bid
Document by an amendment. All the amendments made in the document would be informed to all
the participating bidders through mail.
The bidders are advised to visit the website (as stated in section 4.6 of this document) on regular
basis for checking necessary updates. The Department also reserves the rights to amend the dates
mentioned in this Bid Document for bid process. It will be assumed that the amendments have been
taken into account by the Bidder in its bid.
In order to afford prospective Bidders reasonable time in which to take the amendment into
account in preparing their bids, the Department may, at its discretion, extend the last date for the
receipt of Bids.
4.10 Rights to Terminate the Process
MCGM may terminate the Bid Document process at any time and without assigning any reason.
MCGM makes no commitments, express or implied, that this process will result in a business
transaction with anyone.
This Bid Document does not constitute an offer by MCGM. The bidder's participation in this
process may result in MCGM selecting the bidder to engage in further discussions and negotiations
toward selection. The commencement of such negotiations does not, however, signify a
commitment by MCGM to execute a contract or to continue negotiations. MCGM may terminate
negotiations at any time without assigning any reason.
4.11 Site Visit
The bidders may visit the site and obtain additional information at their own cost and
responsibility. However, a prior appointment needs to be fixed by the bidder for the same.
The Bidder and any of its personnel or agents will be granted permission by MCGM to enter upon
its premises and lands for the purpose of inspection, but only upon the express condition that the
Bidder, its personnel, and agents will release and indemnify MCGM and its advisors, personnel,
consultants and agents from and against all liability in respect thereof, and will be solely
responsible for death or personal injury, loss of or damage to property, and any other loss, damage,
costs, and expenses incurred as a result of the inspection.
4.12 Language of Bids
The Bids prepared by the Bidder and all correspondence and documents relating to the bids shared
by the Bidder with MCGM, shall be written in English language, provided that any printed literature
furnished by the Bidder in another language shall be accompanied by an English translation in
which case, for purposes of interpretation of the bid, the English translation shall govern.
If any supporting documents submitted are in any language other than English, translation of the
same in English language is to be duly attested by the bidder.
4.13 Bid Submission Format
The entire proposal shall be strictly as per the format specified in this Bid Document. Bids with
deviation from this format shall be rejected. Details of the format can be found in Annexure of this
document.
Bid Document
4.14 Documents Comprising of Bids
The following table is provided as the guideline for submitting various important documents along
with the bid.
# Type of Packet Documents to be submitted
01 Pre-Qualification
Folder (Packet A)
Bid Covering Letter
Scanned copy of Demand Draft for EMD
Board Resolution authorizing the Bidder to sign/ execute the proposal as a
binding document and also execute all relevant agreements forming part of
Bid Document Or Power of Attorney executed by the Bidder in favor of the
Principal Officer or the duly Authorized Representative, certifying him/her as
an authorized signatory for the purpose of this Tender
Particulars of the Bidders (in the formats given subsequently)
Copy of Certificate of Incorporation
Solvency Certificate of minimum Rs. 60,00,000 that has been issued not
more than 6 months prior to date of submission of tender
Copy of Audited Balance Sheet as of 31/03/2013
Copy of the Audited Profit & Loss Statements for each of the last 3 financial
years (2012-13, 2011-12,2010-11)
Certificate from auditor stating the net-worth as of 31/03/2013
Certificate from HR head of bidder confirming 200 graduate technical
employees on payroll
Certificate from HR head of bidder confirming 100 graduate employees with
at least 2 years experience in SAP
Certificate from HR head of bidder confirming 25 certified resources with at
least one resource with following certification SAP FI, SAP CO, SAP SRM,
SAP CRM, SAP MM, SAP PS, SAP ABAP and SAP BASIS
Work order from the client& Work Completion Certificate for a project in
India with value of 20 Cr within last ten years (The annual value of the
project should be at least Rs. 5 Cr for a period of at least three years and
include onsite support) for a project which involves following SAP modules:
Mandatory: FICO, MM, CRM and PS and any 3 of out of following modules:
SRM, HR, EP, BI, PM and RE
Work order from the client & Work Completion Certificate for a project with
value of 10 Cr within last ten years for a software development and /or
software post implementation support for Urban Local Bodies/ Government
Departments/ Public Sector Companies in India
Authorization letter from SAP
Copy of valid CMMi Level 3 Certification
Copy of valid ISO 9001:2008 Certification
Copy of valid ISO 27001 Certification
Declaration letter that the firm is not blacklisted by Central Government or
any State Government organization / department in India/ MCGM at the
time of submission of the Bid, in the format given in the Bid Document
Copy of valid PAN Card of the bidder and not of any individual
Copy of EPF registration certificates
Copy of ESIC registration certificates
Copy of the Service Tax registration certificate
Bid Document
# Type of Packet Documents to be submitted
Proof of branch office within MMR region
02 Technical Proposal
Folder (Packet B)
Technical Proposal in the format specified in Section 7.1
Supporting documents as required
Commercial Proposal Cover Letter
Best Price Offer Letter
03 Commercial Proposal
Folder (Packet C)
Commercial Bid
Bidders shall furnish the required information on their Pre-Qualification, technical and financial
proposals in enclosed formats only. Any deviations in format may make the tender liable for
rejection. Disclosure of Commercial information of the bid in Pre-Qualification or Technical
Envelope shall be sufficient grounds for rejection of the bid.
4.15 Earnest Money Deposit (EMD) and Refund
Bidders shall submit, along with their Bids, EMD of Rs. 1,56,89,400/-(Rs. One Crore Fifty Six
Lakhs Eighty Nine Thousand and Four hundred only), and shall be paid in the form of
Demand Draft, drawn in favor of Municipal Corporation of Greater Mumbai by any of the
approved banks as specified in Annexure V of the Bid Document, payable at Mumbai.
As per circular U/No. CA/FRD/I/29 dated 04.10.2012, the bidders shall pay the EMD through
Demand Draft (DD) and shall upload the scanned copy of the Demand Draft in the Pre-
Qualification Folder (Packet A) instead of paying the EMD at any of the CFC centers in MCGM
Ward Offices. The bidder shall submit the DD physically in Pre-Qualification Folder (Packet A) on
the date of the submission of the tender. If such DD is not submitted physically as specified,
the tender shall be treated as non-responsive and shall not be opened.
In case bid is submitted without EMD as mentioned above then the Department reserves the right
to reject the bid without providing opportunity for any further correspondence to the bidder
concerned.
Unsuccessful Bidders EMD will be discharged/ returned as promptly as possible, but not later than
30 days after Signing of the Contract with the Selected Vendors.
The EMD may be forfeited:
i. If a Bidder withdraws their bid or increases their quoted prices during the period of bid validity or
its extended period, if any; or
ii. In the case of successful bidders, if the Bidder fails to sign the Contract or to furnish Performance
Bank Guarantee within specified time in accordance with the format given in the Bid Document
iii. During the bid process, if a Bidder indulges in any such deliberate act as would jeopardize or
unnecessarily delay the process of bid evaluation and finalization.
iv. During the bid process, if any information found wrong / manipulated / hidden in the bid.
The decision of MCGM regarding forfeiture of the EMD and rejection of bid shall be final & shall
not be called upon question under any circumstances.
4.16 Solvency Certificate
A valid Bank Solvency Certificate of minimum Rs. 60,00,000/- (Rs. Sixty Lakhs only) that
has been issued not more than six months prior to the date of submission of tender needs to
submitted in the Pre-Qualification folder (Packet A).
Bid Document
4.17 Submissions of Bids
Complete bidding process will be online (e-tendering) in three packet system. All the notification &
details terms and conditions regarding, this tender notice hereafter will be published online on web
site http://www.mcgm.gov.in/irj/portal/anonymous/qletenders.
Bidding documents can be seen, downloaded and submitted in electronic format on the website.
The deadline for submission of bid is specified in section 4.1 of this document.
Bids must be accompanied with scanned copies of Demand Draft of the EMD issued in favor of
Municipal Corporation of Greater Mumbai, on any of the approved banks as specified in Annexure
V of the Bid Document, payable at Mumbai.
Bid shall be treated as invalid if scanned copies are not submitted online along with the bid.
As per circular CA/FRD/I/29 dated 04.10.2012, the bidders are required to submit Original
Demand Draft of payment towards EMD on the day of (either by hand delivery or by post) opening
of Technical Bids. The Physical form D.D. submitted shall be the same as scanned copy submitted
along with the bid. If a mismatch is found or the D.D. is not submitted physically on time, the
tender shall be treated as non responsive and shall not be opened.
Technical bids will be opened online. The Details pertaining to time, date and place can be found in
section 4.1 of this document.
Bidder should submit information & scanned copies in PDF format in Pre-Qualification Envelope
as mentioned in the Bid Document.
Bidder should submit original documents along with scanned copies for verification during
Technical bids opening.
Time and date of opening of financial bids will be informed by email to technically qualified
bidders.
An authorized representative of the bidder should have valid class II / III Digital Signature
Certificate (DSC) obtained from any Certifying Authority. The authorized representative of the
Bidders shall digitally sign all pages of the original Technical Proposal and Commercial Bid. The
authorization shall be in the form of a written power of attorney accompanying the Proposal or in
any other form demonstrating that the representative has been duly authorized to sign.
As per circular CE/PD/5268/II dated 11.08.2006, on opening the Pre-Qualification folder, if is
found that the bidder has not submitted required documents then the bidder shall be intimated to
comply with the said documents within 3 days from the opening of the Pre-Qualification folder
(Packet A) failing which 10% of the EMD paid by the bidder shall be forfeited.
As per circular CE/PD/5268/II dated 11.08.2006, on opening the Technical Proposal folder, if is
found that the bidder has not submitted required documents then the bidder shall be intimated to
comply with the said documents within the stipulated time (maximum 7 days) from the opening of
the Technical Proposal folder (Packet B) failing which 10% of the EMD paid by the bidder shall be
forfeited.
MCGM reserves the right to accept or reject any or all the tenders without assigning any reason.
Moreover, if no intimation is provided by MCGM then the documents submitted cannot be deemed
as accepted.
4.18 Modification or Withdrawal of Bids
The Bidder may modify or withdraw its bid after submission, provided that written notice of the
modification or withdrawal is received by MCGM prior to the deadline prescribed for bid
submission. In case, the bidder uploads multiple options of specifications for the products, option
with higher / better specifications shall be treated as final offer by the bidder for the rate quoted by
the bidder in the commercial bid.
Bid Document
The Bidders modifications shall be prepared, digitally signed, marked, and then uploaded as per
the process specified above.
A Bidder wishing to withdraw its bid shall notify MCGM by e-mail prior to the deadline prescribed
for bid submission. A withdrawal notice may also be sent by electronic means such as e-mail, but it
must be followed by a signed confirmation copy, postmarked not later than the deadline for
submission of bids. The notice of withdrawal shall
(a) be addressed to MCGM at the address named in the Bid Data Sheet, and
(b) bear the Contract/Project name, the <Title> and < Tender No.>, and the words Bid
Withdrawal Notice. Bid withdrawal notices received after the bid submission deadline will be
ignored, and the submitted bid will be deemed to be a validly submitted bid.
No bid may be withdrawn in the interval between the bid submission deadline and the expiration of
the bid validity period specified in the BDS. Withdrawal of a bid during this interval may result in
the forfeiture of the Bidders bid security.
4.19 Evaluation Process
The Bidder must possess the technical know-how and the financial wherewithal that would be
required to successfully provide the services sought by MCGM, for the entire period of the contract.
The Bidders Bid must be complete in all respects, conform to all the requirements, terms and
conditions and specifications as stipulated in the Bid Document.
The evaluation process of the Bid Document proposed to be adopted by MCGM is indicated under
this clause. The purpose of this clause is only to provide the Bidder an idea of the evaluation process
that MCGM may adopt. However, MCGM reserves the right to modify the evaluation process at any
time during the Tender process, without assigning any reason, whatsoever, and without any
requirement of intimating the Bidder of any such change.
MCGM shall appoint a Bidders Evaluation Committee (BEC) to scrutinize and evaluate the
technical and commercial bids received. The BEC will examine the Bids to determine whether they
are complete, responsive and whether the Bid format confirms to the Bid Document requirements.
MCGM may waive any informality or nonconformity in a Bid which does not constitute a material
deviation according to MCGM.
There should be no mention of bid prices in any part of the Bid other than the Commercial Bids.
4.20 Opening of Bid
All the Bids received within the deadline shall be opened at the date, place and time mentioned in
Section 4.1 of this tender document.
The Bidders representatives who are present shall be requested to sign the attendance sheet.
Authorisation letter in the name of the person attending bid opening meeting needs to be submitted
on the letterhead of the Bidder during bid opening in the format specified in Annexure VII.
Once the bids are opened each bid will be checked for pre-qualification criteria.
4.21 Evaluation of Technical Bids
The Technical Bids of only those Bidders, who qualify in the Pre-Qualification stage, shall be
considered and will be evaluated as per the evaluation criteria in this clause. The Bid Evaluation
Committee may invite each Bidder to make a presentation as part of the technical evaluation.
The BEC may require verbal/written clarifications from the Bidders to clarify ambiguities and
uncertainties arising out of the evaluation of the Bid documents. In order to qualify technically, a
Bid must secure a minimum of 75% of total marks in technical evaluation after summing up. Only
those Bids which have a minimum score of 75% of total marks in technical evaluation
will be considered for opening of their Commercial Bid. However, the Director reserves
the right to lower the minimum required marks if none of the Bidders achieves 75% of the total
Bid Document
marks. Only the Bids qualifying the technical evaluation will be considered for commercial
evaluation.
Technical Evaluation of the bids would be carried out on 3 broad parameters as given below:
1. Bidders Competence (75% of the total weight age)
2. People (15% of the total weight age)
3. Approach & Methodology(10% of the total weight age)
The 3 evaluation categories would be divided into various sub-categories, as broadly mentioned below:
1.] Bidders General Competence (75% of the total weight age)
Evaluation
Criteria
Weight-age Criteria
Financial
Competence
5
A bidder with an average revenue of Rs. 75 Cr over last three financial years
(2012-13, 2011-12,2010-11) would get 75% of marks with additional 5%
marks every Rs. 75 Cr of average additional revenue subject to
maximum of 100% marks.
For e.g. if a bidder has an average revenue of 150 Cr, the bidder would
get 80% marks.
eGovernance
Experience
30
A bidder who has executed at least one project (software development/
customization / implementation / post-implementation support projects)
with a value of Rs. 10 Cr within last ten years in Government
Departments (Central or State Government) / Public Sector Companies
in India would get 35% marks and each additional such project would
get 5% marks subject to maximum of 50% marks.
A bidder who has executed at least one project (software development/
customization / implementation / post-implementation support projects)
with a value of Rs. 10 Cr within last ten years in Urban Local Bodies in
India would get 35% marks and each additional such project would get
5% marks subject to maximum of 50% marks.
SAP Experience 65
A bidder who has executed project for a client in India which includes
implementation for any of the SAP modules listed below with a project
value of at least Rs. 2 Cr within last ten years would get 10% marks.
FICO, MM, CRM, PS, SRM, HR, EP, BI, PM and RE
A bidder who has executed project for a client in India which includes
post implementation support (scope must include software
maintenance, performing change requests and supporting end users)
for SAP modules listed below with a project value of at least Rs. 30 Cr
within last ten years would get 30% marks. (The annual value of the
project should be at least Rs. 5 Cr for a period of at least three years and
include onsite support)
Mandatory SAP Modules experience required: FICO, MM, CRM
and PS
Any 3 out of 6 SAP modules: SRM, HR, EP, BI, PM and RE
If the post implementation support project caters to over 2000 peak
SAP users then the bidder would get additional 10% marks
If the post implementation support project supports 100 or more
locations then the bidder would get additional 5% marks
For every additional non mandatory module implemented in the same
project (additional module beyond 3 modules out of SRM, HR, EP, BI,
PM and RE) the bidder will get additional 5% marks subject to a
Bid Document
maximum of 15% marks.
If the post implementation support project is for a government client
then the bidder would get additional 15% marks
If the post implementation support project is for an Urban Local Body
then the bidder would get additional 15 % marks
Bid Document
2.] People (15% of the total weight age)
Evaluation
Criteria
Weight-age Criteria
Technical People in
Firm
20
A bidder with 200 graduate technical employees, performing software
design / development / testing / maintenance activities would get 75%
marks and each additional set of 200 such employees would get 5%
marks subject to a maximum of 100% marks
Technical People in
the firm with ULB
domain experience
20
A bidder with 100 technical employees, performing software design /
development / testing / maintenance activities for urban local bodies
would get 75% marks and each additional set of 100 such employees
would get 5% marks subject to a maximum of 100% marks.
SAP Resources in
Firm
40
A bidder with 100 resources having prior experience in customization/
implementation/ support of SAP systems would get 75% marks and
each additional set of 100 such employees would get 5% marks subject
to maximum of 100% marks
Project Manager
Experience
20
A bidder proposing a project manager with engineering qualification
and total experience of ten years, project management experience of 3
years and SAP support experience of three years would get 80% marks.
A bidder prosing a project manager with Post Graduate Degree in
Management would get additional 10% marks
A bidder proposing a project manager with PMP, Prince2 or equivalent
certification would get additional 10% marks
3.] Approach & Methodology (10% of the total weight age)
Evaluation
Criteria
Weight-age Criteria
New Module
Implementation
20
Clarity and comprehensiveness would be evaluated for implementation
methodology for new modules.
Service Management 10
Detailing of problem management, configuration management and
incident management procedures.
Change
Management
10
Detailing of procedures adopted after change requests are raised up to
change requests getting deployed to production.
SLA Adherence 15 Detailing of approach adopted to meet service level agreements.
Transition
Management
15
Approach taken towards completion of transition from existing vendor
to the selected bidder.
Production
Handover
10
Approach towards handover of production environment to the FMS
vendor.
Training 10
Approach taken towards providing quality training to MCGM end users
in terms of classroom training and video based online training
Environment
Management
10
Approach towards adoption of separate environment such as
development, testing, staging and production environment in order to
ensure maximum performance and least interference in production
environment.
4.22 Period of Validity of Bids
Bids shall remain valid for the period specified in the Bid Data Sheet after the bid submission
deadline date prescribed by MCGM. A bid valid for a shorter period shall be rejected by MCGM as
non responsive.
Bid Document
In exceptional circumstances, prior to the expiration of the bid validity period, MCGM may request
Bidders to extend the period of validity of their Bids. The request and the responses shall be made
in writing. A Bidder may refuse the request without forfeiting its EMD. A Bidder granting the
request shall not be required or permitted to modify its bid.
No interest will be paid by MCGM on amount of EMD
4.23 Clarification of Bids
To assist in the examination, evaluation, and comparison of the Bids, and qualification of the
Bidders, MCGM may, at its discretion, ask any Bidder for a clarification of its bid. Any clarification
submitted by a Bidder that is not in response to a request by MCGM shall not be considered, and
MCGMs request for clarification and the response shall be in writing. If the Bid includes a financial
proposal, no change in the prices or substance of the bid shall be sought, offered, or permitted,
except to confirm the correction of arithmetic errors discovered by MCGM in the evaluation of the
Bids.
If a Bidder does not provide clarifications of its bid by the date and time set in MCGMs request for
clarification, its bid shall be rejected.
4.24 Non-Material Non-Conformities
Provided that a bid is substantially responsive, MCGM may waive any non-conformity in the bid
that does not constitute a material deviation, reservation or omission.
MCGM may request that the Bidder submit the necessary information or documentation, within a
reasonable period of time, to rectify non-material non-conformities in the bid related to
documentation requirements. Requesting information or documentation on such nonconformities
shall not be related to any aspect of the price of the bid. Failure of the Bidder to comply with the
request may result in the rejection of its bid.
MCGM may rectify non-material non-conformities related to the Bid Price. To this effect, the Bid
Price shall be adjusted, for comparison purposes only, to reflect the price of a missing or non-
conforming item or component.
4.25 Opening of Commercial Bid
The Commercial bids shall not be opened by MCGM until the evaluation of the Technical Proposals
has been completed.
After the technical evaluation is completed and MCGM has issued its no objection (if applicable),
MCGM shall inform the Bidders who have submitted proposals and cleared the technical
evaluation, and shall notify those Bidders whose Proposals did not pass technical evaluation or were
considered non responsive to the Bid Document and scope of work, that their Financial Proposals
will not be opened.
MCGM shall simultaneously notify in writing Bidders that have cleared the technical evaluation, the
date, time and location for opening the Financial Proposals. The opening date would allow Bidders
sufficient time to make arrangements for attending the opening. Bidders attendance at the opening
of Financial Proposals is optional.
Financial Proposals shall be opened publicly in the presence of the Technically Qualified Bidders
representatives who choose to attend. The name of the Technically Qualified Bidders shall be read
aloud.
MCGM shall prepare a record of the bid opening that shall include, at a minimum: the name of the
Bidder and whether there is a withdrawal, substitution, or modification; the Bid Price, and the
presence or absence of a bid security. The Bidders representatives who are present shall be
requested to sign the attendance sheet. A copy of the record shall be distributed to all Bidders.
Bid Document
Authorisation letter in the name of the person attending bid opening meeting needs to be submitted
on the letterhead of the Bidder during bid opening in the format specified in Annexure VII.
If a Financial Proposal is seriously unbalanced or front loaded in the opinion of MCGM, MCGM
may require the Bidder to produce detailed analyses for any or all items of the Technical and
Commercial Proposals, to demonstrate the internal consistency of those prices with the
methodologies and staffing proposed. After evaluation of the price analyses, taking into
consideration the schedule of estimated contract payments, MCGM may require that the amount of
the Performance Bank Guarantee be increased at the expense of the Bidder to a level sufficient to
protect MCGM against financial loss in the event of default of the successful Bidder under the
Contract.
The Commercial Bids will be evaluated by MCGM for completeness and accuracy. Arithmetical
errors will be rectified on the following basis
o If there is a discrepancy between the unit price and the total price that is obtained by
multiplying the unit price and quantity, the unit price shall prevail and the total price shall
be corrected.
o If there is an error in a total corresponding to the addition or subtraction of subtotals, the
subtotals shall prevail and the total shall be corrected.
o If there is a discrepancy between words and figures, the amount in words will prevail unless
the amount expressed in words is related to an arithmetic error, in which case the amount
in figures shall prevail subject to the points above.
The amount stated in the proposal form, adjusted in accordance with the above mentioned
procedure, shall be considered as binding, unless it causes the overall proposal price to rise, in
which case the proposal price shall govern.
If the bidder does not accept the correction of errors, its bid will be rejected and the bid security
may be forfeited.
Activities and items described in the Technical Proposal but not priced, shall be assumed to be
included in the prices of other activities or items. In case an activity or line item is quantified in the
Financial Proposal differently from the Technical Proposal, the Evaluation Committee shall correct
the quantification indicated in the Financial Proposal so as to make it consistent with that indicated
in the Technical Proposal, apply the relevant unit price included in the Financial Proposal to the
corrected quantity and correct the total Proposal cost.
4.26 Selection Method
The technically qualified bidders will further be selected using QCBS (Quality and Cost Based
Selection) method with Technical Score contributing towards 70% weight age and Commercial
Score contributing towards 30% weight age.
The Commercial evaluation will be done based on parameters given below:
Grand total for the fixed components will carry a weight of 95%. (Denoted by X)
Price discovery elements (variable component) will carry a weight of 5%. (Denoted by Y)
The overall commercial score will be determined on basis of formula given below, following which
the bidder with the highest score will be awarded the contract.
Z =95 * X min / X + P1 * Y1 min / Y1 + P2 * Y2 min / Y2 + . + P7 * Y7 min / Y7
Where X is the grand total of the lump sum components (fixed component) for a specific bidder,
X min, is the least score amongst all the bidders for the lump sum components,
Y1 is the value of the price discovery element #1 (there are 7 such elements listed in table below)
identified for increase in scope, (Similarly Y2, Y3, Y7 are values for element #2, element
#3,,element 7 respectively)
Y1 min, is the least quote amongst all the bidders for the price discovery element #1,(Similarly
Y2min, Y3min, Y7min are least quotes for element #2, element #3,,element 7 respectively)
Bid Document
P1 are the points allocated to element #1 (Similarly P2, P3, P7 are values for element #2,
element #3,,element 7 respectively)
# Item Quantity Points
1 Man-month rate for SAP TRM
Consultant
1 1
2 Man-month rate for SAP GRC
Consultant
1 1
3 Man-month rate for SAP IS Utilities
Consultant
1 1
4 Man-month rate for SAP IS
Healthcare Consultant
1 0.5
5 Man-month rate for SAP Student
Lifecycle Management Consultant
1 0.5
6 Man-month rate for Mobility Consultant 1 0.5
7 Man-month rate for SAP DMS
Consultant
1 0.5
Please note invitation of price discovery rate for additional work (variable component) does not
imply guarantee of any additional work or any increase in scope. The price discovery rates are being
invited to meet any exigency requirements if a need emerges during the period of contract.
For example if we have bidders A, B and C quoting rates as given below:
# Item Quantity Points Bidder A,
Monthly
Rate (INR)
Bidder B,
Monthly
Rate (INR)
Bidder C,
Monthly
Rate (INR)
1 Man-month rate for SAP TRM
Consultant
1 1 100000 100000 100000
2 Man-month rate for SAP GRC
Consultant
1 1 100000 100000 120000
Utilities Consultant
1 1 100000 120000 80000
Healthcare Consultant
1 0.5 100000 120000 80000
5 Man-month rate for SAP
Student Lifecycle Management
Consultant
1 0.5 100000 120000 80000
6 Man-month rate for Mobility
Consultant
1 0.5 100000 120000 80000
7 Man-month rate for SAP DMS
Consultant
1 0.5 100000 100000 120000
Sr No Bidder Grand Total
(Fixed
Components)
Score 1 (95
* X min /
X)
Score 2
(P1 * Y1
min / Y1 +
Total Score
Bid Document
(INR) . + P13 *
Y13 min /
Y13)
1 Bidder A 45,00,00,000.00 95.00 4.50 99.50
2 Bidder B 50,00,00,000.00 85.5 4.17 89.67
3 Bidder C 49,00,00,000.00 87.24 4.75 91.99
The calculations for Bidder B are described as given below:
Score 1: 95 * 450000000.0 / 500000000.0 = 85.50 (The lowest bid for this component X min is
Rs. 450000000.0 from Bidder A, and Bidder Bs quote is Rs. 500000000.0)
Score 2: P1 * Y1 min / Y1 + P2 * Y2 min / Y2 + . + P7 * Y7 min / Y7
The total score for Bidder B: Score 1 + Score 2 = 89.67
The final QCBS evaluation after computing the technical and commercial scores of the three bidders
will be done as given below:
Sr No Bidder Technical
Score
Commercial
Score
Total Score
(70% Technical + 30%
Commercial)
1 Bidder A 88.00 99.50 91.45
2 Bidder B 76.00 89.67 80.10
3 Bidder C 89.00 91.99 89.90
Following the final QCBS evaluation, the contract would be awarded to Bidder A for obtaining the
highest score in QCBS evaluation.
4.27 Firms Participation Criteria
This bidding is open only to Bidders qualified as detailed in section 3 (Pre-Qualification Criteria) of
this document. Bidders shall provide evidence, as MCGM shall reasonably request, of their
eligibility in accordance with qualification details as mentioned in the section.
Bidders shall notify MCGM immediately, in writing, of any change in the structure, formation,
personnel or qualifications reflected in the Bidders qualification criteria / eligibility, that could
affect their Eligibility. Failure to notify MCGM of such changes in a timely manner could result in
the Bidders disqualification.
A Bidder must be a legal entity who can sue and can be sued in the court of law in Mumbai, India.
A Bidder may have the nationality of any country, subject to the restrictions where India is
prohibited to have commercial relations with, a Bidder shall be deemed to have the nationality of a
country if the Bidder is a citizen or is constituted, incorporated, or registered and operates in
conformity with the provisions of the laws of that country.
A Bidder shall not have a conflict of interest. All Bidders found to have a conflict of interest shall be
disqualified. A Bidder may be considered to have a conflict of interest with one or more parties in
this bidding process, if:
a) They have at least one controlling partner in common connected with one another either
financially or as principal and agent or as master and servant or with proprietor/partners
closely related to each other such as husband, wife, father/mother and minor son/daughter and
brother/sister and minor brother/sister; or
b) They receive or have received any direct or indirect subsidy from any of them; or
c) They have the same legal representative for purposes of this bid; or
d) They have a relationship with each other, directly or through common third parties, that puts
them in a position to have access to information about or influence on the bid of another
Bidder, or influence the decisions of the Purchaser regarding this bidding process; or
Bid Document
e) A Bidder participates in more than one bid in this bidding process. Participation by a Bidder in
more than one Bid will result in the disqualification of all Bids in which the party is involved; or
f) A Bidder participated as a consultant in the preparation of the design or technical specifications
of any works related to the services that are the subject of the bid;
g) A Bidder was affiliated with a firm or entity that has been hired (or is proposed to be hired) by
MCGM as MCGMs Representative for the Contract.
h) A Bidder who is presently engaged with MCGM as consultant for Information Technology
works.
If it is found that firms have tendered separately under different names for the same contract, all
such tender(s) shall stand rejected and tender deposit of each such firm/establishment shall be
forfeited. In addition, such firms/establishments shall be liable, at the discretion of the Municipal
Commissioner, for further penal action including blacklisting.
If it is found that close relatives (as described above) have uploaded separate tenders/quotations
under different names of firms/establishments but with common address for such
establishments/firms and/or if such establishments/ firms, though they have different addresses,
are managed or governed by the same person/persons jointly or severally, such tenders shall be
liable for action.
If after awarding the contract it is found that the accepted tender violated any of the directions
pertaining to participation as stated above, the contract shall be liable for cancellation at any time
during its validity in addition to penal action against the contractors as well as related
firm/establishment.
A firm subject to a declaration of ineligibility pursuant to fraudulent and corrupt practices as
detailed in section 4.30 of this document shall be ineligible to be awarded a MCGM-financed
contract during the debarment period.
Government-owned entities in India shall be eligible only if they can establish that they are legally
and financially autonomous and operate under commercial law. Also, they shall not be dependent
agencies of MCGM.
Firms shall be excluded if:
a) as a matter of law or official regulation, India prohibits commercial relations with that country.
b) by an act of compliance with a decision of the United Nations Security Council taken under
Chapter VII of the Charter of the United Nations, India prohibits any import of goods or
contracting of Works or services from that country or any payments to persons or entities in
that country.
4.28 Rights to Accept/Reject any or all Proposals
MCGM reserves the right to accept or reject any proposal, and to annul the bidding process and
reject all Bids at any time prior to award of Contract, without thereby incurring any liability to the
affected Bidder or Bidders or any obligation to inform the affected bidder or bidders of the grounds
for MCGM's action.
4.29 Notifications of Award and Signing of Contract
Prior to the expiration of the period of proposal validity, the bidders will be notified in writing or by
fax or email that their proposal has been accepted.
The notification of award will constitute the formation of the Contract. Upon the Bidders executing
the contract with MCGM, it will promptly notify each unsuccessful bidder and return their EMDs.
At the time MCGM notifies the successful Bidders that their bid has been accepted, MCGM will
send the Bidders the Proforma for Contract, incorporating all clauses/agreements between the
parties. Within 45 days of receipt of the letter of intent, the successful Bidders shall sign and date
the Contract and return it to MCGM. Draft Format of the contract is given in the Annexure IV.
Bid Document
4.30 Performance Bank Guarantee
The Vendor shall at his own expense, deposit with department, within seven (7) working days of the
notification of award of the contract or prior to signing of the contract, whichever is earlier, an
unconditional and irrevocable Performance Bank Guarantee (PBG) from a list of approved banks
(specified in Annexure V) as per the format given in this Bid Document, payable on demand, for the
due performance and fulfilment of the contract by the bidder.
This Performance Bank Guarantee will be for an amount equivalent to 5% of annual contract value.
All charges whatsoever such as premium, commission, etc. with respect to the Performance Bank
Guarantee shall be borne by the bidder.
Details on validity of the performance bank guarantee are specified under section 4.1 of this
document. The Performance Bank Guarantee letter format can be found in the Annexure section of
this document.
The Performance Bank Guarantee may be discharged/ returned by department upon being satisfied
that there has been due performance of the obligations of the Bidder under the contract. However,
no interest shall be payable on the Performance Bank Guarantee.
In the event of the Bidder being unable to service the contract for whatever reason, department
would evoke the PBG. Notwithstanding and without prejudice to any rights whatsoever of
department under the Contract in the matter, the proceeds of the PBG shall be payable to
department as compensation for any loss resulting from the Bidders failure to complete its
obligations under the Contract. MCGM shall notify the Bidder in writing of the exercise of its right
to receive such compensation within 14 days, indicating the contractual obligation(s) for which the
Bidder is in default.
Department shall also be entitled to make recoveries from the Bidders bills, performance bank
guarantee, or from any other amount due to him, the equivalent value of any payment made to him
due to inadvertence, error, collusion, misconstruction or misstatement.
4.31 Failure to agree with the Terms & Conditions of the Bid Document/Contract
Failure of the Vendor to agree with the Terms & Conditions of the Bid Document/Contract shall
constitute sufficient grounds for the annulment of the award of contract, in which event the
contract may be awarded to the next most responsive bidder.
In case, if any certificates produced by the bidder during bid submission are not genuine or after
placing the work order to the selected bidder, it is revealed that bidder does not poses the required
resources as mentioned in pre qualification criteria or technical evaluation then suitable action/
penalty such as forfeiture of EMD/ Security Deposit / Performance Bank Guarantee.
4.32 Terms and Conditions of the Tender
Bidder is required to refer to the draft Contract Agreement, attached as Annexure in this Bid
Document, for all the terms and conditions (including project timelines) to be adhered by the
successful bidder during contract period. Please note that one needs to read the Contract
Agreement as a whole document; and the Annexure mentioned there-in may not correspond to the
Bid Document Annexure. Please refer to the Interpretation Section of the Agreement (Section 2 of
draft agreement) for reference of the Annexure.
4.33 Legal & Stationery Charges
As per Circular No. CA /FRG/61 dated 19.03.2013, the successful bidder will have to bear the legal &
stationery charges at revised rates for preparing contract documents against each individual order as
specified below:
Contract Value Legal Charges + Stationery Charges
Up to Rs. 3,00,000/- -
Bid Document
From Rs. 3,00,001/- To Rs. 20,00,000/- Rs. 500/-
From Rs. 20,00,001/- To Rs. 1,00,00,000/- Rs. 2000/-
From Rs. 1,00,00,001/- To Any limit Rs. 5000/- (Maximum)
4.34 Stamp Duty
The stamp duty payable for the contract shall be borne by the Service Provider IN WITNESS whereof the
parties hereto have signed this on the day, month and year written as part of the agreement.
As per the provision made in Article 63, Schedule I of Bombay Stamp Act 1958, stamp duty is payable for
works contract that is to say, a contract for works and labour or services involving transfer of property
in goods (whether as goods or in some other form) in its execution and includes a sub-contract, as under:
Contract Value Stamp Duty
Up to Rs. 10,00,000/- Rs. 100/-
From Rs. 10,00,001/- To Any Limit
Rs. 100/- plus Rs. 100 for every additional
Rs. 1,00,000 above Rs. 10,00,000
(Maximum Rs. 5,00,000/-)
The successful bidder shall enter into a contract agreement with MCGM within 45 days from the date of
issue of letter of intent and the same should be adjudicated for payment of Stamp Duty by the successful
bidder.
Further shortfall if any, in amount of stamp duty paid as against prescribed amount for the documents
executed in Mumbai City & Mumbai Suburban District be recovered from the concerned work
contractors and to deposit the deficit or unpaid Stamp Duty and penalty by two separate Demand Draft
or Pay Order in favour of Superintendent of Stamp, Mumbai within 15 days from intimation thereof.
All legal charges and incidental expenses in this respect shall be borne and paid by the successful bidder.
Bid Document
5) Scope of Work
5.1 Services
The overall scope of work can be broadly categorized into the following areas:
1. Primary Support: Decentralized Support
2. Secondary Support
a. Change Request Support
b. Maintenance Support
3. Training
4. New Module Implementation
5. Other Ancillary Services
5.1.1 Primary Support: Decentralized Support
The service provider will have to provide decentralized support in terms of resource deployed at various MCGM
locations. To begin with 142 such support personnel will be deployed at various offices of MCGM across to the
city of Mumbai to support 195 locations.
The services to be provided by the decentralized field support are:
Sr No Services
1 Hand-holding the users for day to day operations performed through SAP system
2 Providing users support for transactions performed through the SAP system
3 Coordinating with the secondary support team in case the issue requires additional or specialized
support
4 Supporting all SAP modules field offices of MCGM
5 Reporting of various issues, difficulties faced by end users of SAP in the field to IT Department and
customization / maintenance service personnel of the contractor
6 Helping the end users log issues / trouble ticket on SAP Solution Manager
7 Suggesting enhancements in functioning of SAP modules
8 Assisting the user in Call Logging for queries / services / complaints in case they cannot be resolved
by field support staff (Trouble Ticketing) (Call logging will be through solution manager of SAP
system). (Calls may pertain to software / applications bugs, enhancements, hand-holding support,
data entry related problems, training etc.)
9 Call Routing to respective expert of a module of SAP and resolution of the complaint by the expert
either through telephone / mobile or email or by taking control of remote desktop of the user and
carrying out the complaint redressal which the user will be able to watch while being resolved by the
help desk person.
10 Call Escalation for all the complaints under the purview of this contract to senior authority of external
Contractor if any and respective MCGM officers, if call is not redressed by respective field
representative of the external contractor / vendor.
11 Incident Management as per ITIL / ISO 20000 processes
12 Service Provider shall keep data centre management team of MCGM for SAP system informed about
the progress by contacting the MCGM administration / management at regular intervals. Problems
shall be classified into various levels of priority mentioned in the SLA. The assigned priority for each
problem shall be dependent upon:
The extent of the problems impact on the usability of the system
The percentage of SAP system users affected by the system
13 Any other field support service not listed above but required for smooth functioning of implemented
module of SAP system
Bid Document
5.1.2 Secondary Support: Change Requests
The service provider is expected to deploy a secondary support team, which is responsible for enhancing and
modifying the existing SAP implementation based on the needs of the user department. To begin with MCGM
will earmark 50% time for the secondary support team for change request activities and further review the time
allocated for change requests on a six monthly basis.
Sr No Services
1 Change request due to changes in business process (Performing end to end processes to support
change request which include requirements gathering, requirements documentation, design,
development, configuration, testing, facilitating user acceptance testing, training and deployment)
2 Change request for enhancement in SAP application (Performing end to end processes to support
change request which include requirements gathering, requirements documentation, design,
development, configuration, testing, facilitating user acceptance testing, training and deployment)
3 Preparation and Updating of versions of Business Blue Prints of all modules of SAP system
implemented / to be implemented at MCGM
4 Preparation and Updating of versions User Manuals of all modules of SAP system implemented / to
be implemented at MCGM
5 Preparation and Updating of versions Training Manuals of all modules of SAP system implemented /
to be implemented at MCGM
6 Preparation and Updating of versions System Installation / Configuration Manuals of all modules of
SAP system including System Landscape etc. implemented / to be implemented at MCGM
7 Creating integration touch points with various MCGM or external applications as required by MCGM
8 Any other customization / maintenance service not listed above but required for smooth functioning
of implemented module of SAP system
9 Any other reporting / documentation services not listed above but required for smooth functioning of
SAP system as directed by MCGM
5.1.3 Secondary Support: Maintenance
The service provider is expected to deploy a secondary support team, which is responsible for day to day
maintenance of the existing SAP implementation based on the needs of the user department. To begin with
MCGM will earmark 50% time for the secondary support team for maintenance activities and further review the
time allocated on a six monthly basis.
Sr No Services
1 Bug Fixing
2 Updating application for patches released by OEM responsible for technology stack
3 Version upgradation as deemed necessary by MCGM
4 Performing application tuning and maintenance in order to improve user experience
5.1.4 Training
Know-how and systems to be transferred
From second month of the Post Implementation Support contract, contractor shall start transferring know-how,
information to users of various departments of MCGM (for functional modules of SAP system) after successful
completion of training program as detailed in table below.
Training will be held in classroom based on presentation slides including facility for end users to try out various
transactions on a training server with a copy of live production database.
Bid Document
Sr.
No.
Module of SAP
System
Approximate
Duration of
Training
Session
Frequency
of Training
Sessions
Level of
Training
required
Approximate Total No.
of employees of MCGM
who will be trained in
one session
01 SAP - Finance 3 hours per day x
1 day
Three times
a month
End user level
training
covering all
transactions of
SAP Finance
Module
30
02 SAP Control 3 hours per day x
1 day
Three times
a month
End user level
training
covering all
transactions of
SAP Control
Module
30
03 SAP Material
Management
3 hours per day x
1 day
Three times
a month
End user level
training
covering all
transactions of
SAP Material
Management
Module
30
04 SAP Project
System
3 hours per day x
1 day
Three times
a month
End user level
training
covering all
transactions of
SAP Project
System Module
30
05 SAP Supplier
Relationship
Management
3 hours per day x
1 day
Three times
a month
End user level
training
covering all
transactions of
SAP Supplier
Relationship
Management
Module
30
06 SAP Human
Resources
3 hours per day x
1 day
Three times
a month
End user level
training
covering all
transactions of
SAP Human
Resources
Module
30
07 SAP Real Estate 3 hours per day x
1 day
Three times
a month
End user level
training
covering all
transactions of
SAP Real
EstateModule
30
08 SAP Fleet
Management
3 hours per day x
1 day
Three times
a month
End user level
training
covering all
transactions of
SAP Fleet
30
Bid Document
Management
Module
09 SAP Citizens
Portal & Ward
Management
(Customer
Relationship
Management)
3 hours per day x
1 day
Three times
a month
End user level
training
covering all
transactions of
SAP Citizens
Portal & Ward
Management
(Customer
Relationship
Management)
Module
30
Video clips to be prepared and published for user training
Contractor has to prepare two sets of video clips for user training and these will be published on MCGM portal
to be referred by end users of the SAP system. This will enable users to search for help transaction-wise as well
as business process-wise.
1. First set of video clips will consist of carrying out all the transactions of various modules of SAP system.
2.Second set of video clips shall cover complete end to end business processes of all modules of SAP
covering all relevant transactions required to for such business processes.
Contractor shall update the respective video clips whenever a new transaction is added or modified or a
business process is changed. Software, systems, and manuals to be left at the end of the contract
1. Contractor has to prepare daily / weekly and monthly operations manual / documentation detailing all
requisites / tasks to be performed, skills required for carrying out these tasks, duration of tasks,
scheduled timings, recovery procedures / remedial measures in case of failures etc.
2. Contractor shall prepare training manuals in softcopy format covering complete end to end business
processes with all transactions required for these business processes and update the same from time
to time whenever there is a change / modification in any of the transaction or business process.
Contractor shall include hands-on exercises and questions and answers covering content of each topic
of the training manuals at the end of each chapter / topic.
Bid Document
5.1.5 New Module Implementation
During the tenure of the contract, MCGM may decide to implement new SAP modules in order to offer
improved citizen services or increase internal departmental efficiency. The rates for additional consultants are
being discovered for the same purpose. In case of a new module implementation, following services will be
expected from the service provider.
During such instances of new module implementation, the bidder will have to provide an initial estimate, which
will be reviewed and vetted by MCGM (or any third party appointed by MCGM). Following acceptance and
finalization of such estimates the service provider would commence work of new module implementation.
Sr No Services
1 Preparation and Updating of versions of Business Blue Prints of all modules of SAP system
implemented / to be implemented at MCGM
2 Preparation and Updating of versions User Manuals of all modules of SAP system implemented / to
be implemented at MCGM
3 Preparation and Updating of versions Training Manuals of all modules of SAP system implemented /
to be implemented at MCGM
4 Preparation and Updating of versions System Installation / Configuration Manuals of all modules of
SAP system including System Landscape etc. implemented / to be implemented at MCGM
5 Customizing / Implementing and rolling out the module based on the requirements given by MCGM
and sizing adequate infrastructure for new module
6 Any other reporting / documentation services not listed above but required for smooth functioning of
7 All the services (Performing end to end processes which includes requirements gathering,
requirements documentation, design, implementation, customization, configuration, testing,
facilitating user acceptance testing, training and deployment) required for revamping of MCGM
portal as per the high level indicative note attached with this bid document using standard
methodology of SAP Implementation.(As per Annexure IX)
8 Any other field support service not listed above but required for smooth implementation /
customization / revamping of MCGM Portal or any other new modules as detailed above.
5.1.6 Other Ancillary Services
Sr No Services
1 Handholding to train MCGM staff for operational activities
2 Liaison and support the FMS service provider for smooth production deployment
3 Liaison and support the FMS service provider for timely resolution of issues
4 Liaison with other application development vendors for integration of the SAP application with
internal / external applications as required by MCGM
5 Liaison with DR service provider to deploy the application at DR site and subsequently ensure
updates are applied to both primary and DR site
6 Liaison with any other external agency appointed by MCGM
7 Support and perform all services required from SAP application perspective for integration of third
party software with SAP.
As of today MCGM users are dependent on the SAP support vendor to perform operations on the SAP system.
The service provider is expected to offer similar support to the MCGM end users and FMS provider; however,
during the tenure of the contract production handover activities would be initiated between the service
provider, MCGM end users and FMS provider. An indicative list of such activities and timelines is as given
annexure IX. The bidder will have to finalize and execute such a handover as and when required by MCGM.
Bid Document
5.2 Application Management Methodology
The service provider will have to deploy an application management methodology for smooth operations of the
SAP system at MCGM. Such a methodology would include:
Support Services
Support Service Phases
New Module Implementation
Use of solution manager
Templates and Tools
Periodic Reporting & Escalations
SAP Environments
5.2.1 Support Services
The service provider will provide the following services as part of the service delivery at Client
Level 1 (User support)
User Query Resolution through decentralized support. The services will have to be provided as per the service
level agreements specified in section 9.5. Such activities will be completed by primary support resources.
Level 2 (Application problems resolution)
The Troubleshooting and resolution of the problems related to SAP modules implemented at MCGM. Such
instances would include:
Application (major feature) severely disturbed
Application (major feature) frequently interrupted
Severe server/business process performance degradation
SAP batch job failure resulting in posting of data not occurring
MIS reports output/Statutory reporting not possible or faulty reporting
Level 2 support can have calls with severity 1 3 (severity 1 being the most urgent, as per the severity definition
in section 6). The services will have to be provided as per the service level agreements specified in section 9.5.
Such activities will be completed by resources from the secondary support time and must be completed in the
time earmarked for maintenance of the SAP support system. The service provider will have to record the time
required completing all such level 2 support activities.
Level 3 (Enhancements, new functionality, and design changes)
Level 3 support is related to the technical/functional enhancements/design changes of the existing SAP
functions and can be subcategorized as follows:
ABAP Changing modifying existing developments/designs as part of enhancement
New Requirement designing, coding, code review, unit testing
BASIS Release management, creating new authorization matrix for the new development
Helping Client in identifying and removing any conflicting authorization roles & profiles for their SAP
system
Bid Document
Functional Providing the modified/new functional specifications, Development query resolutions, Unit
testing
Level 3 support will be on demand basis and will require a prior notification and approval from both ends
before commencement of the activities. Level 3 support will be based on the approved estimated effort and will
be governed by the SLAs applicable for change requests. Such activities will be completed by resources from the
secondary support time and must be completed in the time earmarked for change management of the SAP
support system. The service provider will have to record the time required completing all such level 3 support
activities.
Level 4 (Periodic activities)
Level 4 support service is related to scheduled functional/system activities and can be subcategorized as follows:
Data reconciliation activities
Execution of any scheduled and system activities required for smooth operation of SAP system
Level 4 support activities will be carried out by the designated functional/BASIS consultants based on agreed
schedule and scope. Such activities will be completed by resources from the secondary support time and must
be completed in the time earmarked for maintenance of the SAP support system. The service provider will have
to record the time required completing all such level 4 support activities.
5.2.2 Support Service Phases
The overall contract duration will be distributed in the following logical phases.
Knowledge transition
The primary objective of the transition phase is to assist smooth handover of the support activities from the
implementation/existing support team to the service provider team so that business continuity is not impacted.
The transition phase will help service provider to gain client specific business knowledge, functions, processes,
associated applications, and documents to provide the support services. The service provider will have to ensure
that knowledge transition is completed in a time bound manner (within one months of bidder being on board at
no additional cost to MCGM). This phase will commence as soon as the service provider is on board.
Sub Tasks Activities Deliverables
System technical
assistance
Service provider resources will be
engaged in assessing the systems,
system landscape, ABAP developments
& ABAP enhancements, naming
conventions & project guidelines
System Maintenance Technical Document
(SMTD) Development Lists,
Setting up project Templates, Standards
and Guidelines
Finalization of Call logging and other
support Tools
Finalization of Level 4 support activities
Knowledge
transition planning
Knowledge transfer planning and
scheduling + Knowledge transfer
process and procedure
Knowledge Transfer Plan
Knowledge Transfer Procedural Document
Knowledge
acquisition
Draw time lines and effort estimation
Provide access to Knowledge
Repositories
Introduction to client and the existing
support methodology
Familiarization with System
Environment
Familiarization of Application Systems
and handover
Defining the Support and Maintenance
Signed off Knowledge Transfer Document
Bid Document
Process
Send Status Report
Pilot service
delivery
Carry out services, such as problem
resolutions, incident management and
periodic service requests. This phase
will commence as soon as the service
provider is on board.
Lessons Learned document
During this stage, service provider support team will define the rules and mechanisms for assuming
responsibility for application support, to meet the key stakeholders and to set expectations. At the same time,
service provider team will study the existing system to prepare themselves for the forthcoming support
takeover.
Activities Outcomes
Discuss & understand Support process &
procedures
Document Gap Analysis
Share & Review Documentation Sharing of content support process & procedures
Understand current system status & key issues Understanding of current system status & issues
Delivery of service
During this phase, service provider will assist in resolving the immediate problems, achieving a stable business
environment, troubleshooting technical issues, addressing process gaps, and performing overall support
services. This phase will commence as soon as the service provider is on board.
Service governance and improvement
During this phase service provider will address future needs such as upgrades, enhancements, change requests
and process improvements. Service provider will identify areas for performance tuning, performing data
archival, and helping realize maximum benefits from the SAP system. This phase will commence after the
knowledge transition has been accomplished.
Application Maintenance and Development service activities will be regularized during this stage. The process,
procedures defined and agreed upon in the Setup stage will drive the delivery of services on an on-going basis.
Service provider will be responsible for reviewing processes and monitoring adherence to agreed expectation
Levels. Service provider will also carry out quality reviews, provide value added services and Knowledge
Management as a part of this stage
Activities Outcomes
On-going support delivery Support Tool
Driven
Periodic report & monitoring
Periodic reviews
SLA review
Quality review
On going monitoring & review
5.2.3 New Module Implementation
For implementation of any new modules, the following development methodology will be used.
Sr No Services
1 Project preparation:
During this phase the team of functional consultants of service provider shall go through initial
planning and preparation for SAP project.
2 Business Blueprint:
The purpose of this phase is to achieve a common understanding of how the MCGM intends to run
Bid Document
SAP to support their business. As per Standard ASAP Methodology the result is the Business
Blueprint, a detailed documentation of the results gathered during requirements workshops
3 Realization:
The purpose of this phase is to implement all the business process requirements based on the
Business Blueprint. The system configuration in Standard ASAP Methodology is done in two work
packages: Baseline configuration (major scope); and Final configuration (remaining scope). During
this phase the solution is also tested.
4 Final preparation:
The purpose of this phase is to complete the final preparation (including technical testing, end user
training, system management and cutover activities) to go live. The Final Preparation phase also
serves to resolve all critical open issues.
5 Go live Support:
The purpose of this phase is to move from a project-oriented, pre-production environment to live
production operation as a joint responsibility of the contractor and facility management services
(FMS) provider of MCGM.
6 Operate:
1. During this phase the system is operated with the help of the central operation platform, SAP
Solution Manager, with the documented solution based on the transferred project documentation.
5.2.4 Use of Solution Manager
User will log the issues directly from the production system from the Help menu. In case the user needs
assistance in logging the issues the primary support team would provide assistance for the same. On a monthly
basis, service provider will responsible for downloading all the calls logged into solution manager with its
current status and the time taken for each resolution of each call will be tracked, monitored and based on this
list, the SLA adherence reporting will be done for the proposed SLAs in the support framework.
5.2.5 Templates and Tools
The service provider may use its own support templates related to various Support activities (Issue/Time
logging, Business Change Request, Technical Change Request, Periodic Service Requests, Incident
Management, Testing, Knowledge Transfer Status Sheet, Effort estimation guideline and matrix, Development
standards, Test guidelines, Reusable knowledge repository, Functional specification, Technical specification,
UTP Document, Code review checklist, Development issue log etc.) to provide support to client with prior
approval of MCGM.
5.2.6 Periodic Reporting and Escalations
The service provider will report the following agenda items on a periodic basis via scheduled and planned
meetings.
Agenda Frequency Actions Outcome
Oversee progress & resolution
of issues
Process issues & solutions
Bi monthly
(monthly for
initial 3
months of
contract)
Service
Provider
and MCGM
Manageme
nt
Meeting minutes
Call progress/
ageing report
Technical delivery plans &
progress (summarized)
Preventive maintenance
tasks status
Weekly Service
Provider
SPOC and
MCGM
SPOC
Summary report on
maintenance requests
and change requests
Bid Document
Call aging an
analysis report
Additionally the service provider will provide an escalation matrix for:
Application
Nature of solution
Technical issues
Concerns with project co-ordination
Concerns with personnel planning
5.2.7 SAP Environments
Development Environment
The service provider will be responsible for managing and maintaining the SAP development environment at
MCGM. Complete ownership of the development environment will reside with the service provider. This
environment will be used to address maintenance requests, change requests and any new module
implementation requests by MCGM.
Testing Environment
The service provider will be responsible for managing and maintaining the SAP testing environment at MCGM.
Complete ownership of the testing environment will reside with the service provider. This environment will be
used to test maintenance requests, change requests and any new module implementation requests by MCGM.
Staging Environment
The service provider will be responsible for managing and maintaining the SAP staging environment at MCGM.
Complete ownership of the staging environment will reside with the service provider. This environment will be
used to test scenarios from production in case of any issues in production environment.
Such a staging environment does not currently exist at MCGM. However, during the duration of the contract
MCGM plans to create the staging environment and subsequently the service provider will be responsible for
the staging environment.
Production Environment
As the staging environment does not exist currently, the BASIS support on production environment will be
responsibility of the service provider to begin with. However, as and when production handover is completed
the responsibility of BASIS support will be with the FMS vendor for the data center. The ownership of the
production environment will be determined as deemed necessary by MCGM.
The service provider will have to extend support to the FMS provider throughout the duration of the contract to
ensure smooth operation of the production environment.
Bid Document
5.3 Service Management Procedures & Practices
5.3.1 Incident Management
It deals with service issues, and with all other service and user requests recorded by a support personnel. It also
monitors the completion of requests by the service desk or by all other service units. Finally, Incident
Management has the task of informing the service requester on the status of a service request. The bidder must
follow ITIL/ ISO 20000 incident management process for duration of the contract.
Sr No Processes to be followed to deliver services
1
Every incident and all required data is recorded.
2
Every incident runs through a set of standardized activities and procedures, in order to
ensure effective and efficient processing.
3
Every incident is categorized and prioritized regarding its (potential) impact and urgency, in
order to schedule its resolution in a business-oriented way.
4
Functional and hierarchical escalation procedures are in place in order to ensure that each
incident is investigated by qualified members of staff, either by internal or external experts.
5.3.2 Change Management
A well-defined and controlled process leads to the effective handling of these changes. Change Management is
triggered every time a request for change is received fromstakeholders who make such requests. Each requested
change is classified by determining its priority and impact, and afterwards the responsible change authority
decides on the approval or dismissal of the change. Change Management coordinates the incidental tasks in the
context of change building, testing and release. For this purpose, close collaboration between Change
Management and Project, as well as Release Management, is critical for the success of this process. The bidder
must follow ITIL/ ISO 20000 change management process for duration of the contract.
Sr No Processes to be followed to deliver services
1
Every change and all required data is recorded.
2
Every change runs through a set of standardized activities and procedures in order to ensure
effective and efficient processing.
3
Every change with a risk to normal service operation is carefully assessed and sufficiently
tested to avoid service disruption or degradation of service quality, in particular in terms of SLA
deviations.
4
Every implemented change is documented and reviewed.
5
Every change requests effort estimates would have to be approved by MCGM
5.3.3 Service Request Management
The duty of providing information to the user is part of the Service Request Management controls. The most
important actor in the Service Request Management is the function support personnel. The Service Desk is
basically responsible for the Acceptance, Classification and also handling of request. The bidder must follow
ITIL/ ISO 20000 service request management process for duration of the contract.
Bid Document
5.3.4 Call Registration Management
Call Registration Management deals with the registration of incoming calls related to the IT software and
infrastructure. Call Registration Management is triggered every time a request, information or other part of
information on IT-systems is addressing the IT. Each Call (User Request in case of MCGMs field support) is
classified by determining the caller and its authorization for call issuing: call content, call priority and call
urgency
After a call is registered the call receiver has to decide on next step and dispatch/ forward the call to the relevant
IT Management Process. Call Registration Management contributes to an integrated Service Management
approach by achieving the following goals: every call is recorded, every call is documented, every call is handled,
every call runs through a set of standardized activities and procedures in order to ensure effective and efficient
processing and monitoring of calls. The bidder must follow ITIL/ ISO 20000 call registration management
process for duration of the contract.
5.3.5 Problem Management
The objective of Problem Management is to remedy incidents permanently. This objective is achieved by
reactive and preventive actions:
Reactive Problem Management analyses the issued reasons for incidents and develops proposals on avoiding of
those reasons.
Preventive Problem Management supports the prevention of incidents before they occur and before they can
become a major incident. This is achieved by analysing IT services for their weak points and providing proposals
to remove those weaknesses.
Moreover, Problem Management: Performs continuous quality improvement of IT infrastructure by preventing
Incidents, Will locate, record, track and solve structural defects, Develop a Knowledge Database, Submits a
Request for Change (RFC) to improve the IT infrastructure
The purpose of Problem Management is to establish standardized procedures which will analyse IT-services on
their possible weaknesses in their delivery of defined SLAs and analyse incidents that might develop into major
issues for the defined IT-services.
Problem Management contributes to an integrated Service Management approach by achieving the following
goals: locating the root causes of problems, and consequently preventing incidents. The bidder must follow
ITIL/ ISO 20000 problem management process for duration of the contract.
5.3.6 Release Management
Release Management aims to provide new or to update services and change requests defined Change
Management for the production environment. It also aims to assure their integrity and functionality as defined
by the Service Description. Release Management is only triggered by the Change Management Process. The
bidder must follow ITIL/ ISO 20000 release management process for duration of the contract.
Bid Document
5.4 Resource Requirements
All contractor resources will be stationed at MCGM premises (Onshore operation facilities).
Onshore Operation Facilities: MCGM shall provide seating arrangement / office facilities for the domain /
functional, ABAP and Basis experts / consultants / developers of the contractor that are required to interact
with MCGM staff on daily basis for implementation / customization and support of SAP system including table
/ chair, power supply and network connectivity, desktop PCs required for providing services to MCGM.
However, for the purpose of operations of Help Desk facility, MCGM shall also provide desktop PCs that are
permanently connected to production servers for accessing Solution Manager of SAP system. The above
facilities shall be provided by MCGM only for the quantities / number of manpower resources mentioned in the
Bid Price Form.
The total resource requirements are as given in section 8.3. MCGM IT department will review the resource
requirements periodically and scale up or scale down resources based on the feedback received from MCGMs
user department.
The table below gives the minimum skill set of the resources to be deployed for the duration of the contract. The
selected bidder must ensure that in event of release of resource from the project, at the request of MCGM or at
the request of the selected bidder, or in case of additional resources to be deployed, a replacement or additional
resource will be made available such that minimum qualification criteria as mentioned in table below is met.
Sr.
No.
Manpower Category Minimum Qualification /
Certification
Experience of manpower
1 Project Manager Education: Engineer + MBA
Certifications: PMP / Prince2 /
Equivalent
Total Experience: 10 Years or
above
Relevant Experience: 3 Years or
above
2 SAP Netweaver (Basis)
Administrator
Education: Graduate
Certifications: SAP Netweaver
Certified Consultant
Total Experience: 3 Years or above
above of SAP BASIS experience
3 SAP ABAP
(Programmer)
Consultant
Education: Graduate
Certifications: SAP ABAP Certified
Consultant
above of SAP ABAP experience
5 Training Co-ordinator Education: Graduate (Required) Total Experience: 3 Years or above
above
4 SAP Finance
Consultant
Education: Graduate
Certifications: SAP FI Certified
Consultant
above
6 SAP Control
Consultant
Education: Graduate
Certifications: SAP CO Certified
Consultant
above
7 SAP Material
Management
Consultant
Education: Graduate
Certifications: SAP MM Certified
Consultant
above
8 SAP Project System
Consultant
Education: Graduate
Certifications: SAP PS Certified
Consultant
above
9 SAP Human
Resources Consultant
Education: Graduate
Certifications: SAP HR Certified
Bid Document
Consultant above
10 SAP Supplier
Relationship
Management
Consultant
Education: Graduate
Certifications: SAP SRM Certified
Consultant
above of SAP SRM experience
11 SAP Real Estate
Consultant
Education: Graduate
Certifications: SAP FI Certified
Consultant
above of SAP RE experience
12 SAP Citizens Portal
& Ward Management
Consultant / Customer
Relationship
Management (For
Citizen Services)
Education: Graduate
Certifications: SAP CRM Certified
Consultant
above of SAP CRM experience
13 SAP Citizens Portal
& Ward Management
Consultant (For
Enterprise / Netweaver
Portal)
Education: Graduate
Certifications: SAP EP Certified
Consultant
above of SAP EP experience
14 SAP Business
Intelligence / Business
Objects Consultant
Education: Graduate
Certifications: SAP BI/BObj Certified
Consultant
above of SAP BI experience
15 SAP Other
Functional Consultants
Education: Graduate
Certifications: Applicable SAP
functional certificate
above experience in the respective
SAP module
16 Software Testing
Professional
Education: Graduate
Certifications: Certified software tester
(CSTE) or equivalent
above
17 Field Support Staff Education: Graduate Total Experience: 2 Years or above
above of SAP support experience
18 Field Support Staff
Expert Level
Education: Graduate Total Experience: 6 Years or above
above of SAP support experience
The table below gives the indicative responsibilities of the resources to be deployed for the duration of the
contract.
Sr.
No.
Role Skills, Duties, Responsibilities
1 Project
Manager
Establishes, monitors, and reviews all project deliverables
Plans and manages the project team's activities from contract initiation to completion
Evaluates risks and recommends contingency plans
Manages quality assurance and ensures compliance with policies and procedures
Meets and communicates project milestones to MCGM on timely basis
Establishes appropriate metrics for measuring key project criteria
Maintains awareness on emerging technologies from SAP perspective and applies the
same to the project
Bid Document
Onsite contact for all escalations
Responsible for monthly reviews
Provides management summary reports and
Supports Root Cause Analysis with Technical Specialist
2 SAP
Netweaver
(Basis)
Administrator
Technical expertise of the SAP Netweaver / Basis
Manages SAP Licences and ensure compliance with SAP
Contributes to hardware and software evaluations and recommendations
Plans growth and changes (capacity planning), Hardware sizing and Network
Planning
Defines and formulates disaster recovery plans, procedures and test scenarios and
participates in regular DR rehearsals
Guide/lead junior Basis Consultant on technical issues
Posses Advanced knowledge and skills in all related to SAP Products and system
software
Posses extensive knowledge and experience in maintaining and configuring SAP
Systems
Installs and configures SAP software and other related products and upgrades
/patches
Manages SAP Login Credentials i.e. User administration (setup and maintaining
account, Setup security policies for users)
Manages and support various environments - Linux/AIX and other Unix environment
as well as Windows environment
Participates in the administration of the server
Evaluates, tests and Updates system as soon as new version of OS and/or application
software is released (after obtaining a formal approval fromMCGM)
Assists in developing, implementing, testing and maintaining backup and disaster
recovery policies and procedures
Carries out backups and recoveries regularly and as and when required
Handles SAP Basis incidents
Provides suggestions and implements software-related measures for maximizing
uptime
Supports development team whenever required
Monitors system performance to ensure high availability of the system
Ensures SAP application / user security and authorization management, SAP change
correction management / SAP Transport management system, etc
3 SAP ABAP
Consultants
Analyses Functional Specifications and get clarifications from Business owners
Creates technical specifications
Develops Custom reports (Classical, Interactive)
Develops Online Interfaces and BDC programs
Fine-tunes and modifies of the custom programs
Performs Pre-Delivery Reviews and Final Testing
Bid Document
Develops ALE/IDoc Interfaces and Maintaining ALE Configuration in All the systems
Prepares Unit Test Plans, coordinating with middleware and Legacy developers during
process chain testing
Supports Unit Testing & Business Acceptance testing
4 Call Centre
Manager
Delivers Service Desk function, policies, and procedures
Provides process and management support, advice and direction to Service Desk Team
Lead, Administrator and Service Desk Agents
Develops and administers Service Desk staffing resource allocation and scheduling
Ensures that Service Desk Activity metrics are produced and delivered
Responsible for the overall ownership, monitoring, tracking and quality assurance for
all Incidents and Service Requests
Acts as local point of contact for customer and end user management communication
and escalation of issues
Acts as local point a contact for Technical Support Management for the escalation of
support issues and concerns
Ensures delivery of Service Desk staff skill assessment and training plans Service Desk
Roles and Responsibilities
Provides input to Service Desk Owner and Incident Management Owner regarding
Continuous Improvement opportunities
5 Training Co-
ordinator
Creates and maintains Training Plans, Policy and procedures
Manages in-house training infrastructure
Keep track of latest technology/ tool/ module/ project offerings
Proposes new courses, course modifications or deletions
Guides/leads junior Training Coordinators
Contributes towards planning and documentation
Possess knowledge and awareness about the latest IT offerings, tools and techniques
Assess the training needs of the employees
Plans, Organizes and supervises training and development programs for MCGM
employees
Evaluates training effectiveness
Ensures that the training facility and all required materials are ready on the day of the
training.
Helps employees maintain and improve their job skills, and also prepare them for jobs
requiring greater skill
Acts as single point of contact to outside training vendors, if any and manage them
6 SAP
Functional
Consultant
Understands the current business process, designs current business flows, studies
current business processes and its complication.
Preparation of Flow diagrams and DFD of AS IS processes.
Everything configured has to be documented as per their categories in the form of
predefined templates, these have to be then approved by the team leads or who ever
the consultant is reporting to
Performs GAP analysis for each module
Prepares DFD/ERD before starting configuring future business processes in SAP i.e.
Bid Document
TO BE process.
Prepares test scripts for testing the configured scenarios.
Prepares end user manual and provides training to end user.
7 Field Support
Staff
Support for end users in the field offices of MCGM
Reports of various issues, difficulties faced by end users of SAP in the field to IT
Department and customization / maintenance service personnel of the contractor
Helps the end users log issues / trouble ticket on SAP Solution Manager
Suggests enhancements in functioning of SAP modules
5.5 Reporting Requirements
Category
No.
Service Category
Service
No.
Report
Frequency of submission
of Report
1. General Management Services
1.a Help / Service Desk
Services
1.a.1 Report on Call Logging for queries /
services / complaints (Trouble
Ticketing) (Call logging will be
through telephone / mobile, e-mail
or through solution manager of SAP
system or service desk software or
through personal messenger). (Calls
may pertain to software /
applications bugs, enhancements,
hand-holding support, data entry
related problems, training etc.)
Monthly or as and when
required
1.a.2 Report on Recording redressal of
complaints in the Service Desk
Software or Solution Manager, Call
closure
required
1.a.3 Report on Call Routing to respective
expert of a module of SAP and
resolution of the complaint by the
expert either through telephone /
mobile or email or by taking control
of remote desktop of the user and
carrying out the complaint redressal
which the user will be able to watch
while being resolved by the help
desk person.
required
1.a.4 Report of Call Escalation for all the
complaints under the purview of
this contract to senior authority of
external Contractor if any and
respective MCGM officers, if call is
not redressed by respective field
representative of the external
contractor / vendor.
required
1.a.5 Report of Call monitoring which
includes recording status of
complaint redressal and reasons for
required
Bid Document
not redressing complaint if any.
1.a.6 Report on Incident Management Monthly or as and when
required
1.a.7 Report on Call analysis Monthly or as and when
required
1.a.8 Report of data centre management
team of MCGM for SAP system
informing the progress and
classification of Problems with
priority levels mentioned in the
SLA.
required
1.a.8.1 Report on the extent of the
problems impact on the usability of
the system
required
1.a.8.2 Report of the percentage of SAP
system users affected by the system
required
1.a.8.3 Report on the initial assignment of
priorities is the responsibility of the
Help / Service Desks Problem
Manager. However, MCGM can
change the priority assigned to a
particular problem and procedures
that exist for escalating a problem to
progressively higher management
levels, until agreement is secured.
The precise definition of problem
priorities should be documented in
the Contractor's problem
management procedures.
required
1.a.9 Report on any other help / service
desk related services not listed
above but required for smooth
functioning of help / service desk
services as directed by MCGM
required
1.b Documentation
Services
1.b.1 Report on Preparation and
Updation of versions of Business
Blue Prints of all modules of SAP
system implemented / to be
implemented at MCGM
As and when required
Updation of versions of User
Manuals of all modules of SAP
implemented at MCGM
Updation of versions Training
implemented at MCGM
Updation of versions System
Installation / Configuration
Bid Document
system including System Landscape
etc. implemented / to be
implemented at MCGM
1.b.5 Report of any other reporting
services not listed above but
required for smooth functioning of
1.c Vendor Management
/ Liaison Services
1.c.1 Report on all services required for
integration of third party software
with SAP.
1.d Training & Know-how
transfer services
1.d.1 Report of Handholding to trained
MCGM staff for operational
activities under expert supervision
of Contractor's skilled staff
required
1.d.2 Report of any other know-how
transfer and training services not
listed above but required for smooth
take-over of the FMS services of
SAP System by MCGM
required
2. Technical support services
2.a SAP System - Module
Customization /
Maintenance Services
2.a.1 Report on Bug Fixing Monthly or as and when
required
2.a.2 Report on Security patches and
application
required
2.a.3 Report on Version Upgrade As and when required
2.a.4 Report on Change request due to
changes in business process
required
2.a.5 Report on Change request for
enhancement in SAP application
required
2.a.7.1 Report on Support for end users in
the field offices of MCGM
required
2.a.7.2 Report of various issues, difficulties
faced by end users of SAP in the
field to IT Department and
customization / maintenance
service personnel of the contractor
required
2.a.7.3 Reports on Helping the end users
log issues / trouble ticket on SAP
Solution Manager
required
2.a.7.4 Reports on suggesting
enhancements in functioning of SAP
modules
required
2.a.7.5 Report on any other field support
service not listed above but required
for smooth functioning of
implemented module of SAP system
required
2b SAP System - New
Module
2.b.1 Report on Project preparation As and when required
Bid Document
Implementation
Services (Revamping
of MCGM Portal)
2.b.2 Report and Documentation of
Business Blueprint
2.b.3 Report on Realization As and when required
2.b.4 Report on Final preparation As and when required
2.b.5 Report on Go live Support As and when required
2.b.6 Report on Operational Status of
MCGM Portal.
2.b.7 Report on any other field support
service not listed above but required
for smooth implementation /
customization / revamping of
MCGM Portal as detailed above.
Bid Document
6) Annexure I: Instructions for Pre-Qualification Bid
6.1 Pre-Qualification Cover Letter
Date: dd/mm/yyyy
To
The Director, IT
Engineering Hub Bldg., Dr. E. Moses Road, Worli Naka, Worli, Mumbai - 18
Sub : Selection of Agencies for the project "Procurement of Services for Post Implementation
Ref : Tender No: <No> Dated <DD/MM/YYYY>
Dear Sir,
Having examined the Bid Document (and the clarification / corrigendum issued thereafter, if any), the receipt
of which is hereby duly acknowledged, we, the undersigned, offer to provide the professional services as
required and outlined in the Bid Document for the Appointment of Entry Agencies for the project
"Procurement of Services for Post Implementation Support of SAP Systems at MCGM.
We attach hereto our responses to pre-qualification requirements and technical & commercial proposals as
required by the Bid Document. We confirm that the information contained in these responses or any part
thereof, including the exhibits, and other documents and instruments delivered or to be delivered to Municipal
Corporation of Greater Mumbai, is true, accurate, verifiable and complete. This response includes all
information necessary to ensure that the statements therein do not in whole or in part mislead the department
in its short-listing process.
We fully understand and agree to comply that on verification, if any of the information provided here is found to
be misleading the selection process, we are liable to be dismissed from the selection process or termination of
the contract during the project, if selected to do so.
We agree for unconditional acceptance of all the terms and conditions set out in the Bid Document (&
subsequent clarification / corrigendum, if any) document and also agree to abide by this tender response for a
period of 180 days from the date fixed for bid opening. We hereby declare that in case the contract is awarded to
us, we shall submit the contract performance guarantee bond in the form prescribed the Bid Document.
We agree that you are not bound to accept any tender response you may receive. We also agree that you reserve
the right in absolute sense to reject all or any of the products/ services specified in the tender response.
It is hereby confirmed that I/We are entitled to act on behalf of our company/ corporation/ firm/ organization
and empowered to sign this document as well as such other documents, which may be required in this
connection.
_____________________________________
Signature of Authorized Signatory (with official seal)
Name :
Designation :
Address :
Telephone & Fax :
E-mail address :
Bid Document
6.2 Format to share Bidders Particulars
Sr.
No
Description
Details (to be filled by the responder to
the Bid Document)
1. Name of the company
2. Official address
3. Phone No. and Fax No.
4. Corporate Headquarters Address
5. Phone No. and Fax No.
6. Web Site Address
7. Details of Companys Registration (Please
enclose copy of the company registration document)
8. Name of Registration Authority
9. Registration Number and Year of Registration
10. Service Tax Registration No.
11. Permanent Account Number (PAN) of the agency
12. Companys Revenue for last 3 years (Year wise)
13. Companys Profitability for the last 3 years (Year wise)
Please submit the relevant proofs for all the details mentioned above along with your Bid response.
Contact Details of officials (at least two) for future correspondence regarding the bid process:
Details Authorised Signatory Secondary Contact
Name
Title
Company Address
Phone
Mobile
Fax
E-mail
Bid Document
6.3 Format for Declaration by the bidder for not being Blacklisted / Debarred
(To be submitted on the Letterhead of the responding firm)
Date: dd/mm/yyyy
To
The Director, IT
Sub : Declaration for not being debarred / black-listed by Central / any State Government department in
India as on the date of submission of the bid
Dear Sir,
I/We, the undersigned, herewith declare that my/our company (<-- name of the firm -->) has not been
debarred / black-listed by Central / any State Government department in India as on the date of submission of
the bid.
Thanking you,
Yours faithfully,
_____________________________________
Signature of Authorized Signatory (with official seal)
Date :
Name :
Designation :
Address :
Telephone & Fax :
E-mail address :
Bid Document
6.4 Format for Statement of Deviation from the Bid Document Requirements
Date: dd/mm/yyyy
To
The Director, IT
Sub : Selection of Agency for the Project "Procurement of Services for Post Implementation
Dear Sir,
I would like to herewith state that in the proposal submitted by M/s. ---------------, there are no deviations from
the Bid Document Requirements / Terms & Conditions. The entire work shall be performed as per the project
requirements.
OR (Strike out whatever is not applicable)
I would like to herewith state that in the proposal submitted by M/s. ---------------, following is the exhaustive
list of deviations and variations from the Bid Document requirement. Except for these deviations and
variations, the entire work shall be performed as per your specifications and requirements mentioned in the Bid
Document.
Sr. No.
Reference of Bid Document Volume Number, Clause
No. & Page. No
Deviation in the
Bid
Brief Reasons
Yours faithfully,
(Signature of Authorized Signatory)
Name :
Designation :
Bid Document
6.5 Performance Bank Guarantee Format
(For a sum of 5% of the annual value of the contract)
Ref. No. :
Date :
Bank Guarantee No. :
To
Municipal Commissioner
THIS INDENTURE made this --------------- day of ---------20---- BETWEEN THE -----------------------------------
BANK incorporated under the English / Indian Companies Acts and carrying on business in Mumbai
(hereinafter referred to as the bank which expression shall be deemed to include its successors and assigns) of
the first part --------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
inhabitants carrying on business at ------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
in Mumbai under the style and name of Messers --------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
(hereinafter referred to as the contractors) of the second part Shri-----------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
THE MUNICIPAL COMMISSIONER FOR GREATER MUMBAI (hereinafter referred to as the Commissioner
which expression shall be deemed, also to include his successor or successors for the time being in the said
office of Municipal Commissioner) of the third part and THE MUNICIPAL CORPORATION OF GREATER
MUMBAI (hereinafter referred to as the Corporation) of the fourth part WHEREAS the contractors indemnify
and keep indemnified the Corporation against any loss or damage that may be caused to or suffered by the
Corporation by reason of any breach by the contractors of any of the terms and conditions of the contract that
will be entered subsequently (within 15 days) and/or in the performance thereof against Letter of Intent number
-------------------------- dated -------------------------- for the project Procurement of Services for Post
Implementation Support of SAP Systems at MCGM of ----------------------------------- department
having tender No. <<>> tender amount Rs.---------------------------- and the terms of such tender / contract
require that the contractors shall deposit with the Commissioner as earnest money and/ or the security a sum of
Rs.-------------------------- (Rupees--------------------------------------------------------------------------) AND
WHEREAS if and when any such tender is accepted by the Commissioner, the contract to be entered into in
furtherance thereof by the contractors will provide that such deposit shall remain with and will be appropriated
by the Commissioner towards the Security Deposit to be taken under the contract and be redeemable by the
contractors, if they shall duly and faithfully carry out the terms and provisions of such contract and shall duly
satisfy all claims properly chargeable against them thereunder AND WHEREAS the contractors are constituents
of the Bank and in order to facilitate the keeping of the accounts of the contractors, the Bank with the consent
and concurrence of the contractors has requested the Commissioner to accept the undertaking of the Bank
hereinafter contained, in place of the contractors depositing with the Commissioner the said sum as earnest
money and/or the security as aforesaid AND WHEREAS accordingly the Commissioner has agreed to accept
such undertaking. NOW THIS AGREEMENT WITNESSES that in consideration of the premises, the Bank at
the request of the contractors (hereby testified) UNDERTAKES WITH the Commissioner to pay to the
Commissioner upon demand in writing, whenever required by him, from time to time, so to do, a sum not
exceeding in the whole Rs.---------------------- (Rupees--------------------------------------------------------------------
--------------------------------------------) under the terms of the said tender and/or the contract. The B.G. is valid
upto------------------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------
Bid Document
We agree that the decision of the Corporation, whether any breach of any of the terms and conditions of the
contract and/or in the performance thereof has been committed by the Bidder and the amount of loss or
damage that has been caused or suffered by the Corporation shall be final and binding on us and the amount of
the said loss or damage shall be paid by us forthwith on demand and without demur to the Corporation.
Notwithstanding anything what has been state above, our liability under the above guarantee is restricted to
Rs. ---------------------------------------- only and guarantee shall remain in force upto --------------------------------
unless the demand or claim under this guarantee is made on us in writing on or before------------------------------
--------------------------------------all your right under the above guarantee shall be forfeited and we shall be
released from all liabilities under the guarantee thereafter.
IN WITNESS WHEREOF
WITNESS (1) ------------------------
Name and ------------------------
Address ------------------------
------------------------
WITNESS (2) ------------------------
Name and ------------------------ the duly constituted Attorney Manager
Address ------------------------
------------------------
the Bank and the said Messrs-------------------------------------------------------------------------------------------------
-------------------------------------------------(Name of the bank)
WITNESS (1) ------------------------
Name and ------------------------
Address ------------------------
------------------------
WITNESS (2) ------------------------ for Messrs -----------------------
Name and ---------------------- (Name of the contractor)
Address ------------------------
------------------------
Have here into set their respective hands the day and year first above written.
Bid Document
7) Annexure II: Instructions and Technical Bid Document Formats
7.1 General Instructions on Preparation of the Technical Proposal
Bidders have to submit a very structured and organized technical proposal, which will be analyzed by the
Technical Evaluation Committee for different compliances with regards to the requirements of the project.
Since the cut-off marks for Technical Bid Score is 75, the quality and completeness of the information submitted
by the bidder will matter a lot.
Bidder is expected to divide its proposal in following Sections / Documents:
A) Bidders General Competence
This document should bring about the capability of the firm to execute this project. Some of the required
documents are as follows:
1. Financial Capability of the Bidder in required formats and supporting documents
2. Experience of Bidder in SAP implementation or post implementation support projects in required
formats
3. Experience of Bidder in execution of projects (software development/ customization / implementation /
post-implementation support projects) in Urban Local Bodies / Government Departments / Public
Sector Companies in India in required format
4. Experience of Bidder in executing implementation or post implementation support projects with Urban
Local Bodies in India
B) People
As specified in the Technical Bid Evaluation Framework, MCGM would like to give importance on the right
people proposed for the project. Bidder may propose different people for different skill-sets required &
different responsibilities (during Project Implementation & Post-Implementation). Following
documentation is expected in this section:
1. Certificate from HR specifying number of technical employees, performing software design,
development, testing and maintenance activities for urban local bodies
2. Certificate from HR specifying number of resources having prior experience in customization,
implementation and support of SAP systems
3. CV and certificates of Project Manager
4. Overall Project Team (Summary Table giving Qualification, Experiences, Certifications, Relevance of
the proposed resources)
C) Approach & Methodology Proposed for the Project
1. The project plan for new module implementations of GRC, TRM, IS- Healthcare and IS-Utilities
2. Service Management procedures proposed by the bidder
3. Change Management methodology recommended by the bidder
4. Strategy to meet the Service Level Agreement
5. Transition management plan from the existing vendor to the new vendor
6. Production handover plan for passing over the production environment to the FMS vendor
7. Training plan and training methodology fo training MCGM users
8. Environment management and usage of development, testing, staging and production environment
All above mentioned documents shall have an index page with page numbers specified for all the key
information / headers.
Bid Document
7.2 Format to share eGovernance/ ULB experience
[The following table shall be filled in for the Bidder]
Bidders Legal Name: [insert full name]
Date: [insert day, month, year]
Bidder Party Legal Name: [insert full name]
BID No. and title: [insert BID number]
Page [insert page number] of [insert total number] pages
[Identify contracts that demonstrate work over the past 3 years pursuant to Pre- Qualification Criteria. List
contracts chronologically, according to their commencement (starting) dates.]
Starting
Month /
Year
Ending
Month /
Year
Contract Identification Role of Bidder
[indicate
month/
year]
______
[indicate
month/
year]
______
Contract name: [insert full name]
Brief Description of the Services performed by the
Bidder: [describe Services performed briefly]
Amount of contract: [insert amount in INR equivalent]
Name of Employer: [indicate full name]
Address: [indicate street/number/town or
city/country address]
ERP Product Implemented: [indicate name and
version of the ERP product implemented and provide
a detailed feature set of the ERP product
implemented] {Required only for ULB experience}
[insert
Contractor, or
Contract
Manager]
_____________
_
Bid Document
7.3 Format to share SAP Experience
[The following table shall be filled in for contracts performed by the Bidder]
Bidders Party Name: [insert full name]
BID No. and title: [insert BID number and title]
[Identify contracts that demonstrate work over the past [number] years pursuant to Pre - Qualification Criteria.
List contracts chronologically, according to their commencement (starting) dates.]
Similar Contract No. [insert number] of
[insert number of similar contracts required]
Information
Contract Identification _[insert contract name and number, if applicable]_
Award date _[insert day, month, year, i.e., 15 June, 2015]_
Completion date _[insert day, month, year, i.e., 03 October, 2017]_
Role in Contract
[check the appropriate box]
Contractor

Management
Contractor

Subcontractor

Total Contract Amount ___[insert total contract amount in
local currency]___
INR__[insert total
contract amount in
INR equivalent]
If partner in a Joint Venture or
subcontractor, specify participation in
total contract amount
[insert a
percentage
amount]
[insert total contract
amount in local
currency]
[insert total
contract amount in
INR equivalent]
Employers Name: ___[insert full name]___
Address:
Telephone/fax number
E-mail:
[indicate street / number / town or city / country]
[insert telephone/fax numbers, including country and city
area codes]
[insert e-mail address, if available]
Complexity __[insert description of complexity]__
Methods/Technology __[insert specific aspects of the methods/technology involved
in the contract]__
Other Characteristics __[insert other characteristics as described in Section 5, Scope
of Work]__
Modules Implemented/ Supported __[List of modules supported]__
Number of peak users __[Number of peak users supported in the project]__
Number of locations supported __[Number of locations supported in the project]__
Bid Document
Bid Document
7.4 Financial Situation
Bidders Legal Name: [insert full name] Date: [insert day, month, year]
Bidders Party Legal Name:[insert full name]
Bid No. and title: [insert Bid number and title]
1. Financial data
Financial information in
(INR equivalent in 000s)
Historic information for previous _[insert number] years,
[insert in words]
(INR equivalent in 000s)
Year 1 Year 2 Year 3 Year Year n
Information from Balance Sheet
Total Assets (TA)
Total Liabilities (TL)
Net Worth (NW)
Current Assets (CA)
Current Liabilities (CL)
Information from Income Statement
Total Revenue (TR)
Profits Before Taxes (PBT)
Profits After Taxes (PAT)
2. Financial documents
The Bidder and its parties shall provide copies of the balance sheets and/or financial statements for 3 years
pursuant Section III, Qualifications Criteria and Requirements, Sub-Factor 3.1. The financial statements shall:
(a) reflect the financial situation of the Bidder, and not sister or parent companies.
(b) be audited by a certified accountant.
(c) be complete, including all notes to the financial statements.
(d) correspond to accounting periods already completed and audited (no statements for partial periods
shall be requested or accepted).
Attached are copies of financial statements (balance sheets, including all related notes, and income statements)
for the 3 years required above; and complying with the requirements.
Bid Document
7.5 General Turnover Information
Bidders Party Legal Name: [insert full name]
BID No. and title: [insert BID number and title]
Annual turnover data
Year Amount and Currency INR equivalent
[indicate year] [Insert amount and indicate currency.
Include partial accounting for the year up to
the date of submission of applications]
[insert amount converted to
rupees at the rate of exchange
at the end of the period
reported]
Average
Annual
Turnover *
* Average annual turnover calculated based on turnover appearing in balance sheet divided by the number of
years specified in Pre-Qualification Criteria for this criterion.
Bid Document
7.6 Details of Manpower Resources Proposed
CV of the Key Manpower (Project Manager) proposed to be submitted in the following format
1 Name of the Staff
2
Current Designation in
the Organisation
3
Proposed Role in the
Project
4
Proposed
Responsibilities in the
Project
5 Date of Birth
6 Education
Degree / Diploma, College, University, Year of Passing
Degree / Diploma, College, University, Year of Passing
7
Summary of Key
Training and
Certifications
8 Language Proficiency
Language Reading Writing Speaking
#
Name of the
Resource
Proposed
Role
Highest
Qualification
Total
Experience
(in years)
Total Relevant
Experience for the
proposed position
(in years)
Certifications
Bid Document
9
Employment Record
(For the total relevant
experience)
From / To:
Employer:
Position Held:
From / To:
Employer:
Position Held:
From / To:
Employer:
Position Held:
10
Total No. of Years of
Work Experience
11
Total No. of Years of
Experience for the Role
proposed
12
Highlights of relevant assignments handled and significant accomplishments (Use following format for
each project)
Name of assignment
or project:
Year:
Location:
Client:
Main project
features:
Positions held:
Activities performed:
Bid Document
8) Annexure III: Commercial Proposal Formats
8.1 Commercial Proposal Cover Letter
Date: dd/mm/yyyy
To
The Director, IT
Sub : Selection of Agency for the Project "Procurement of Services for Post Implementation
Dear Sir,
We, the undersigned Bidders, having read and examined in detail all the bidding documents in respect of
"Procurement of Services for Post Implementation Support of SAP Systems at MCGM do hereby
propose to provide services as specified in the Bid Document referred above.
1. PRICE AND VALIDITY
All the prices mentioned in our Tender are in accordance with the terms as specified in the Tender
documents. All the prices and other terms and conditions of this Tender are valid for a period of 180
calendar days from the date of opening of the Tenders.
We hereby confirm that our Tender prices include all taxes. Taxes are quoted separately under relevant
sections, as specified in the Bid Document formats.
We have studied the clause relating to Indian Income Tax and hereby declare that if any income tax,
surcharge on Income Tax, Professional and any other corporate Tax in altercated under the law, we
shall pay the same.
2. UNIT RATES
We have indicated in the relevant schedules enclosed, the unit rates for the purpose of on account of
payment as well as for price adjustment in case of any increase to / decrease from the scope of work under
the contract.
3. DEVIATIONS
We declare that all the services shall be performed strictly in accordance with the Bid Documents and there
are no deviations except for those mentioned in Pre-Qualification Envelope, irrespective of whatever has
been stated to the contrary anywhere else in our bid.
Further we agree that additional conditions, if any, found in our bid documents, other than those stated in
the deviation schedule in Pre-Qualification Envelope, shall not be given effect to.
4. QUALIFYING DATA
We confirm having submitted the information as required by you in your Instruction to Bidders. In case
you require any other further information/documentary proof in this regard before evaluation of our
Tender, we agree to furnish the same in time to your satisfaction.
5. BID PRICE
We declare that our Bid Price is for the entire scope of the work as specified in the Bid Document. The bid
price at which the contract is awarded shall hold good for entire tenure of the contract. These prices are
indicated in the subsequent sub-sections of this Section.
Bid Document
6. CONTRACT PERFORMANCE GUARANTEE BOND
We hereby declare that in case the contract is awarded to us, we shall submit the contract Performance
Bank Guarantee in the form prescribed in the Bid Document.
We hereby declare that our Tender is made in good faith, without collusion or fraud and the information
contained in the Tender is true and correct to the best of our knowledge and belief.
We understand that our Tender is binding on us and that you are not bound to accept a Tender you receive. We
confirm that no Technical deviations are attached here with this commercial offer.
Thanking you,
Yours faithfully,
(Signature of the Authorised Signatory)
Name
Designation
Seal.
Date:
Place:
Business Address:
Bid Document
8.2 Best Price Offer Letter Format
---------------------------------------------------------------------------------------------------------------------------------
On Rs. 200/- Stamp Paper duly notarized by notary with red seal and registration number
---------------------------------------------------------------------------------------------------------------------------------
Date: dd/mm/yyyy
To
The Director, IT
Sub : Best Price Offer for the Project Procurement of Services for Post Implementation Support of
SAP Systems at MCGM
Dear Sir,
I/ We (full name in capital letters, starting with surname), the
proprietor/ Managing Partner/ Managing Director/ Holders of the Business/ Manufacturer/ Authorised Dealer,
for the establishment/ firm/ registered company, name herein below, do hereby, state and declare that I/We
..whose names are given herein below in details with the addresses
have not filled in this tender under any other name or under the name of any other establishment /firm or
otherwise, nor are we in any way related or concerned with any establishment/ firm or any other person, who
have filled in the tender for the aforesaid work.
I/ We do hereby further undertake that, we have offered the best prices for the subject supply/ work as
per the present market rates. Further, We do hereby undertake and commit that we have not offered
/supplied the subject product/ similar product/ systems or sub systems in the past one year in
the Maharashtra state for quantity variation up to -50% or + 10% at a price lower than the
offered in the present bid to any other outside agencies including Govt./Semi Govt. Agencies.
Further, we have filled in the accompanying tender with full knowledge of the above liabilities and therefore we
will not raise any objection or dispute in any manner relating to any action, including forfeiture of deposit and
blacklisting, for giving any information which is found to be incorrect and against the instruction and direction
given in this behalf in this tender.
I/ We further agree and undertake that in the event, if it is revealed subsequently after the allotment of work/
contract to me/ us, that any information given by me/ us in this tender is false or incorrect, I/ We shall
compensate the Municipal Corporation of Greater Mumbai for any such losses or inconvenience caused to the
corporation in any manner and will not raise any claim for such compensation on any ground whatsoever, I/ We
agree and undertake that I/ We shall not claim in such case any amount, by way of damages or compensation
for cancellation of the contract given to me/ us or any work assigned to me/ us or is withdrawn by the
Corporation.
However, if the price difference results due to different tax structures or currency fluctuations, MCGM shall
consider this aspect before invoking the penalty, blacklisting etc. and I/We will be given a reasonable
opportunity of being heard by representing our case as to why such price variation/ differential has arisen. In
case, if the explanation submitted by me/us is unsatisfactory then action as stated above including forfeiture of
deposit and blacklisting may be taken against me/us.
(Signature of the Authorised Signatory
with Full Name & Rubber Stamp)
Bid Document
8.3 Commercial Proposal Format & Instructions
The Bidder has to quote the rate in the BoQ available online via e-Tendering, instructions on which have been
illustrated clearly on the web link User Manuals
Details to be filled up for price bid are as follows:
Table 1: Fixed Price Components
Sr.
No.
Manpower Category Quantity in
Nos.
Duration of
Services
required in
Months
Rate per month Total Cost of
Services
1 Project Manager 1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
2 SAP Netweaver (Basis)
Administrator
4 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
3 SAP ABAP (Programmer)
Consultant
11 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
4 Training Co-ordinator 1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
5 SAP Finance Consultant 1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
6 SAP Control Consultant 1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
7 SAP Material Management
Consultant
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
8 SAP Project System
Consultant
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
9 SAP Human Resources
Consultant
2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
10 SAP Supplier Relationship
Management Consultant
2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
11 SAP Real Estate Consultant 1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
12 SAP Citizens Portal & Ward
Management Consultant /
Customer Relationship
Management (For Citizen
Services)
2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
13 SAP Citizens Portal & Ward
Management Consultant (For
Enterprise / Netweaver Portal)
4 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
14 SAP Business Intelligence /
Business Objects Consultant
2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
Bid Document
15 Software Testing Professional 2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
16 Field Support Staff Expert
Level
on e-Tendering
website
To be uploaded
on e-Tendering
website
17 Field Support Staff 118 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
18 Training Session (3 Training
Sessions scheduled for each
module on a monthly basis)
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
19 MCGM Portal Revamp Lump sum Lump sum Lump sum To be uploaded
on e-Tendering
website
20 Taxes applicable if any for
Item no.1
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
21 Taxes applicable if any for Item
no.2
4 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.3
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.4
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.5
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.6
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.7
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.8
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.9
2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.10
2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.11
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.12
2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.13
4 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
Bid Document
no.14
2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.15
2 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.16
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.17
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.18
1 36 To be uploaded
on e-Tendering
website
To be uploaded
on e-Tendering
website
no.19
Lump sum Lump sum Lump sum To be uploaded
on e-Tendering
website
Grand Total Fixed Component A (in INR)
Details to be filled up for price bid (Variable Components) are as follows:
Table 2: Rate Contract Items
# Item Quantity Monthly Rate
(INR)
1 Man-month rate for SAP TRM Consultant 1 To be uploaded on e-
Tendering website
2 Man-month rate for SAP GRC Consultant 1 To be uploaded on e-
Tendering website
3 Man-month rate for SAP IS Utilities Consultant 1 To be uploaded on e-
Tendering website
4 Man-month rate for SAP IS Healthcare Consultant 1 To be uploaded on e-
Tendering website
5 Man-month rate for SAP Student Lifecycle
Management Consultant
1 To be uploaded on e-
Tendering website
6 Man-month rate for Mobility Consultant 1 To be uploaded on e-
Tendering website
7 Man-month rate for SAP DMS Consultant 1 To be uploaded on e-
Tendering website
8 Taxes applicable if any on Item no.1 1 To be uploaded on e-
Tendering website
Tendering website
Tendering website
Tendering website
Bid Document
Tendering website
Tendering website
Tendering website
The rates mentioned above will be considered as final bid price by bidder for commercial evaluation. The rates
quoted must be inclusive of any out of pocket and any other incidental expenses.
Note:
The man-month rates listed in the fixed price table (Table 1) will be applicable in case MCGM wants to scale
up the number of resources for the roles listed in the fixed price table.
The bidders may visit the site and obtain additional information at their own cost and responsibility.
In case any SAP consultant profile not listed in Table 1 or Table 2 is required, the same will have to be made
available by the service provider at the average of man-month rates discovered in Table 2.
All the prices are to be entered in Indian Rupees ONLY.
The Bidder needs to account for all Out of Pocket expenses due to Boarding, Lodging and other related
items.
It is mandatory to provide breakup of all Taxes, Duties and Levies wherever asked for. During the payment
stage, MCGM reserves the right to ask the Bidder to submit proof of payment against any of the taxes,
duties, levies indicated.
For the purpose of evaluation of Commercial Bids, MCGM shall make appropriate assumptions to arrive at
a common bid price for all the Bidders. This however shall have no co-relation with the Contract value or
actual payment to be made to the Bidder.
The Contract Price shall be a firm lump sum not subject to any alteration.
The service provider shall be deemed to have satisfied itself as to the correctness and sufficiency of the
contract price, which shall, except as otherwise provided for in the contract, cover all its obligations under
the contract.
As MCGM reserves the right to scale up or scale down the resources deployed as deemed necessary by
MCGM (even for the resources identified in Table 1 Fixed Price Components), the actual payments made
to the service provider will depend on the number of resources deployed on the project. MCGM will take a
periodic review and will reduce / add resources as per MCGMs requirements.
MCGM would communicate the Commercial Ranking of all qualified bidders after carrying out adjustments
to the rates / prices quoted by the bidder on e-tendering system by applying weight-age as detailed in the
bid document. The results declared through the e-tendering system of MCGM after opening of the
commercial bids do not include adjustments and hence do not necessarily reflect commercial ranking of
bidders and hence shall be treated as void.
Bid Document
9) Annexure IV: Draft Contract Agreement
---------------------------------------------------------------------------------------------------------------------------------
On Non Judicial Stamp Paper
---------------------------------------------------------------------------------------------------------------------------------
This Contract Agreement, hereinafter referred to as CA is made this ___ day of ___________ 201_ at
[office address]
BETWEEN
The Director, IT, Municipal Corporation of Greater Mumbai, Maharashtra State, (which term or expression,
unless excluded by or repugnant to the subject or context, shall mean and include its successors-in office and
assigns) of the First Part (which term or expression, unless excluded by or repugnant to the subject or context,
shall mean and include its successors-in office and assigns) of the First Part
AND
M/s ___________, a company registered under The Companies Act, 1956 having its registered office at
___________________ and place of business at _____________________, hereinafter referred to as
"Service Provider (which term or expression, unless excluded by or repugnant to the subject or context,
shall mean and include its successors and permitted assigns) of the Second Part
Each individually a Party hereto and collectively the Parties
And WHEREAS MCGM desires that the Services known as Procurement of Services for Post
Implementation Support of SAP Systems at MCGM should be executed by the Contractor, and has
accepted a Bid by the Contractor for the execution and completion of these Services and the remedying of any
defects therein, for carrying out work in various offices of MCGM including Headquarter & other Ward Offices,
for a period of 3 years through project Procurement of Services for Post Implementation Support of
SAP Systems at MCGM.
And WHEREAS M/s. ------------------------- has submitted its proposal for the project Procurement of
Services for Post Implementation Support of SAP Systems at MCGM;
NOW, THEREFORE, in consideration of the premises covenants and promises contained herein and other good
and valuable considerations, the receipt and adequacy of which is hereby acknowledged, the parties intending to
be bound legally, IT IS HEREBY AGREED between the Parties as follows:
IN WITNESS whereof the parties hereto have caused this Agreement to be executed in accordance with the laws
of _____________________________ on the day, month and year indicated above.
Signed by ________________________________________________ (for MCGM)
Signed by __________________________________________________ (for the Contractor)
Signed by ________________________________________(Contractors Parent Company)
[This last signature line to be added when the Successful Bidder is required to incorporate in India, pursuant
to ITB and a Parent Company Guarantee is not required in the corresponding BDS]
9.1 Definitions, Interpretations and Other Terms
In the Contract the following words and expressions shall have the meanings stated below. The words and
expressions not specifically defined below shall mean as defined in Information Technology Infrastructure
Bid Document
Library (ITIL) published by Office of Government Commerce, United Kingdom and Information Technology
Act, 2000 (with amendment 2008). In case of conflict in the meaning of any word or expression, meaning of the
same in Information Technology Act, 2000 shall govern.
a) Bid means the tender process conducted by MCGM and the technical and commercial proposals submitted
by the successful bidder, along with the subsequent clarifications and undertakings, if any;
b) Letter of Acceptance means the letter of formal acceptance, signed by MCGM, of the Letter of Bid,
including any annexed memoranda comprising agreements between and signed by both Parties. If there is
no such letter of acceptance, the expression Letter of Acceptance means the Contract Agreement and the
date of issuing or receiving the Letter of Acceptance means the date of signing the Contract Agreement.
c) Confidential Information means all information including MCGM Data (whether in written, oral,
electronic or other format) which relates to the technical, financial, business affairs, customers, suppliers,
products, developments, operations, processes, data, trade secrets, design rights, know-how and personnel
of each Party and its affiliates which is disclosed to or otherwise learned by the other Party in the course of
or in connection with this CA (including without limitation such information received during negotiations,
location visits and meetings in connection with this CA);
d) Customers mean all citizens and business organization and users who use the MCGM services.
e) Deliverables means all the activities related to the implementation, maintenance and post
implementation support as defined in the Bid Document & subsequent Corrigendum (if any), based on
which the technical proposal & commercial proposal was submitted by the Bidder and as required as per
this CA;
f) Effective Date means the date on which this CA is executed;
g) CA means this Contract Agreement, together with the recitals and all schedules and the contents,
requirements, specifications and standards of the Bid Document (as may be amended, supplemented or
modified in accordance with the provisions hereof) and the Bid. In the event of a conflict between this
CA and the Schedules, the terms of the CA shall prevail; with overriding effect;
h) Performance Security means the irrevocable and unconditional Bank Guarantee provided by the
Service Provider from by any of the approved banks as specified in Annexure V of the Bid Document in
favor of Municipal Corporation of Greater Mumbai for an amount equivalent to 10% of the total contract
value i.e. Rs.(Rupees..only);
i) Proprietary Information means processes, methodologies and technical and business information,
including drawings, designs, formulae, flow charts, data and computer programs already owned/licensed by
either Party or granted by third parties to a Party hereto prior/ subsequent to the execution of this MSA;
j) Required Consents means the written consents, clearances and licenses, rights and other authorizations
as may be required to be obtained by the Service Provider, for all tasks/activities/software/hardware and
communication technology for this project; from all the concerned departments/agencies, etc. as the case
may be.
k) Bid Document means the Request for Proposal released vide Bid Document number specified under
section 4.1, and include all clarifications/addendums, explanations and amendments issued by the
department in respect thereof;
l) Service Level(s) means the performance standards, which will apply, to the services delivered by the
Service Provider.
m) Service Level Requirement(s) means the timelines and the quality levels to be adhered to by the
Service Provider for delivering various services under the contract;
n) Services means the content and services delivered and to be delivered to the customers or the offices of
MCGM by the Service Provider, and includes but not limited to the services specified in the Bid Document
or as may be specified and incorporated in the subsequent Agreement/s under Contract Agreement.
Bid Document
o) Contractor means the person(s) named as contractor in the CA and the legal successors in title to this
person(s).
p) Contractors Personnel means the Contractors Representative and all personnel whom the Contractor
utilizes on the Facilities, who may include the staff, labour and other employees of the Contractor; and any
other personnel assisting the Contractor in the execution of the Services.
q) Contractors Representative means the person named by the Contractor in the Contract or appointed
from time to time by the Contractor under Sub-Clause Contractors Representative, who acts on behalf of
the Contractor.
r) MCGM means the person named as employer in the Contract Data and the legal successors in title to this
person.
s) MCGMs Representative means the person named by MCGM to represent and act for MCGM at all
times during the performance of the Contract.
t) MCGMs Personnel means all staff employed by MCGM.
u) Government means the State or Central Government of the Country.
v) Cost means all expenditure reasonably incurred (or to be incurred) by the Contractor, whether on or off the
Facilities, including overhead and similar charges, but does not include profit.
w) Foreign Currency means a currency in which part (or all) of the Contractors Remuneration is payable,
but not the Local Currency.
x) Key Staff means those individuals listed as Key Staff in the CA, or any person appointed, with the
agreement of MCGM, as a Key Staff, for a part of the Services; and the legal successors in title to each of
these persons.
Subcontractor means any person named in the Contract as a subcontractor, or any person
appointedas a subcontractor, for a part of the Services; and the legal successors in title to each of these
persons.
Party means MCGM or the Contractor, as the context requires, and Parties means both.
Third Party means a person or an entity other than a Party.
9.2 Interpretations
a) References to any statute or statutory provision include a reference to that statute or statutory provision as
from time to time amended, extended, re-enacted or consolidated and to all statutory instruments made
pursuant to it;
b) Words denoting the singular shall include the plural and vice-versa; words indicating one gender include all
genders and words denoting persons shall include firms and corporations and vice versa;
c) Unless otherwise expressly stated, the words "herein", "hereof", "hereunder" and similar words refer to this
CA as a whole and not to any particular Article, Schedule. The term Articles, refers to Articles of this CA.
The words "include" and "including" shall not be construed as terms of limitation. The words "day" and
"month" mean "calendar day" and "calendar month" unless otherwise stated. The words "writing" and
"written" mean "in documented form", whether electronic or hard copy, unless otherwise stated;
d) Provisions including the word agree, agreed or agreement require the agreement to be recorded in
writing.
e) The headings, marginal words and use of bold type in this CA are for convenience only and shall not affect
the interpretation of any provision of this CA;
f) The Schedules to this CA form an integral part of this CA and will be in full force and effect as though they
were expressly set out in the body of this CA;
Bid Document
g) Reference at any time to any agreement, deed, instrument, license or document of any description shall be
construed as reference to such agreement, deed, instrument, license or other document as the same may be
amended, varied, supplemented, modified or suspended at the time of such reference;
h) Any word or expression used in this CA shall, unless defined or construed in this CA, bear its ordinary
English language meaning;
i) The damages payable by a Party to the other Party as set forth in this CA, whether on per diem basis or
otherwise, are mutually agreed genuine pre-estimated loss and liquidated damages likely to be suffered and
incurred by the Party entitled to receive the same and are not by way of penalties;
j) This CA shall operate as a legally binding agreement specifying the master terms, which apply to the Parties
under this agreement and to the provision of the services by the Service Provider;
k) The department may nominate a technically competent agency/individual(s) for conducting acceptance
testing and certification of quality of services delivered;
l) The agency/individual nominated by the department can engage professional organizations for conducting
specific tests on the data entered, software, hardware, security and all other aspects;
m) The agency/individual will establish appropriate processes for notifying the Service Provider of any
deviations from the norms, standards or guidelines at the earliest instance after taking cognizance of the
same to enable the Service Provider to take corrective action;
n) The documents forming this Agreement are to be taken as mutually explanatory of one another. The
following order shall govern the priority of documents constituting this Agreement, in the event of a conflict
between various documents, the documents shall have priority in the following order:
i) This Agreement;
ii) Scope of Services for the Service Provider (hereby annexed as Annexure I)
iii) Detail Commercial proposal of the Service Provider accepted by MCGM (hereby annexed as
Annexure II)
iv) Clarification & Corrigendum Documents published by MCGM subsequent to the Bid Document for
this work (hereby annexed as Annexure III)
v) Bid Document of MCGM for this work (hereby annexed as Annexure IV)
vi) LoI issued by MCGM to the successful bidder (hereby annexed as Annexure V); and
vii) Successful bidders Technical Proposal and Commercial Proposal submitted in response to the
Bid Document (hereby annexed as Annexure VI).
9.3 Term of the Contract Agreement
The term of this CA shall be a period of 3 years from the date of execution of this Agreement.
In the event of implementation period getting extended beyond the stipulated time, for reasons not
attributable to the Service Provider, MCGM reserves the right to extend the term of the Agreement
by corresponding period to allow validity of contract from the date of successful go live.
9.4 Work Completion Timelines & Payment Terms
Work completion timelines will be defined in corresponding Letter of Invitation (LOI) issued by MCGM for this
assignment. Selected vendor has to strictly, follow these timelines and achieve milestones.
Selected Vendor will be paid as per its bid price and commercial terms and conditions mentioned in contract
agreement.
Notes:
The payments to the vendor will be made on the monthly invoices generated by vendor on the basis of
the resources deployed on a time and material basis.
Bid Document
The cumulative amount will be paid to the service provider after obtaining adequate satisfaction
certificate from the end users. Payment will be made to the service provider inclusive of service tax.
Should there be a change in applicable taxes, the actual taxes on the date of billing would prevail.
The Service Provider will submit the Bills/Invoices as per the terms & conditions of the Bid Document
and contract agreement.
If the service provider is liable for any penalty/liquidated damages as per the SLA (refer to the section
no. 9.5 of this document), the same shall be adjusted from the payments due to the Service Provider.
MCGM will release the payment within 30 days of submission of valid invoice subject to the condition
that invoice and all supporting documents produced are in order and work is performed to the
satisfaction of MCGM. MCGM shall be entitled to delay or withhold the payment of any invoice or part of
it delivered by Service Provider, when MCGM disputes such invoice or part of it, provided that such
dispute is bonafide.
It is mandatory for the contractors to open a Bank Account in any of the banks approved by MCGM
(specified in Annexure V of the document) for easy and quick payments. All payments under the
contract will be made only on this Bank Account through Electronic Clearing System/ RTGS/ NEFT/
CBS.
Contractors Base Remuneration
Pursuant to deliverables Services, Contractors remuneration will be calculated as detailed below.
1. The remuneration amount based on the manpower deployed by Contractor as per the requirements of
MCGM, Contractors Personnel will be calculated. Contractor may deploy additional manpower in order
to achieve Performance Targets detailed in Service Level Agreements (SLA) section 9.5. However,
MCGM shall not pay any remuneration for this additional manpower / service. For item of training,
Contractor shall be paid on the basis of actual number of participants trained during the billing period.
For the item of revamping of MCGM portal or any other new module implementation, Contractor shall
be paid the lump sum amount only at the end of the quarter during which customization / revamping of
the MCGM Portal or any other module as requested by MCGMis completed.
2. From the remuneration so calculated as detailed in (1) above, all the penalties applicable due to
violation of Service Level Agreements as detailed will be deducted.
3. From the residual amount detailed in (2) above, all the penalties applicable due to non submission of
reports at a flat rate of Rs. 500/- per report irrespective of the frequency of submission of report i.e.
daily, weekly or monthly.
4. From the residual amount detailed in (3) above, amount towards non-availability of Contractors
Personnel as detailed in Schedule E will be deducted by calculating manpower cost per day per category
of manpower based on 30 days a month 8 hours per day per person.
From the residual amount detailed in (4) above, all the taxes, duties and other levies applicable and to be
deducted at source by MCGM will be deducted. Final residual amount will be paid to the Contractor.
All new taxes levied after the bid submission date will be reimbursed after necessary documentary evidence is
submitted by the Contractor. Similarly any benefit due to reduction in the taxes will be passed on to MCGM by
the contractor.
Payment Terms
Payment will be made by MCGM to the contractor on monthly basis after receipt and processing of invoices of
Contractors Remuneration as mentioned above.
9.5 Service Level Agreements
Following are the criticality levels of the services to be rendered by the Contractor under this contract.
Bid Document
The resolution time shall not exceed the stipulated time for the Metric given in the below table. All the calls are
to be closed within specified Service Level Agreement (SLA), irrespective of time the call is registered. The
Service Level Agreements (SLAs) covered will be calculated on 24 hours a day 7 days a week basis.
Service Level Agreement for various parameters: -
Sr
No
Service Metric
Parameter
Metric
Frequenc
y
Penalty
A. SAP Training (Applicable for existing and new modules of SAP)
1 Participant Satisfaction >= 80%
Per
Occurrence
Rs.10,000 (when
participant satisfaction
drops below the specified
metric on the basis of
feedback form).
2
Training Timeline
Adherence
>= 98%
Per
Occurrence
Rs.10,000 for missing
scheduled timelines.
B. Change Requests (Applicable for changes in existing / already deployed modules of SAP)
1 Criticality of Change Low
< T+2 weeks,
where T is the timeframe
for completion of the
Change request as agreed
upon by MCGM and Service
Provider
Weekly per
Occurrence
0.1% of total contract value
per week for the first two
weeks for each occurrence,
0.5% of total contract
value per week for every
subsequent week, subject
to a maximum of 5 % post
which MCGM may invoke
Annulment of the contract.
2
Criticality of Change
Medium
< T+1 weeks,
Provider
Weekly per
Occurrence
value per week for the first
two weeks for each
occurrence,
0.5 % of total contract
Bid Document
3 Criticality of Change High
< T,
Provider
Weekly per
Occurrence
value per week for the first
two weeks for each
occurrence,
per week for every
C. Issue Response & Resolution (applicable for issues in existing as well as new modules of SAP
proposed to be implemented in this contract).
1 Severity 1 Issue
Response Time:
<= 2 Hrs from the time the
call is logged by end user.
Resolution Time:
Daily
per day for the first day,
value per day every
subsequent day, subject to
a maximum of 5.0 % post
2 Severity 2 Issue
Response Time:
Resolution Time:
<= 4 Days from the time
the call is logged by end
user.
Daily
value per day every
3 Severity 3 Issue
Response Time:
<= 1 Day from the time the
Resolution Time:
user.
Daily
value per day every
Bid Document
4 Severity 4 Issue
Response Time:
user.
Resolution Time:
user.
Daily
value per day every
D. New Module Roll out (applicable after receiving formal approval from MCGM for
implementation)
1
Project Initiation & Team
Mobilization
< T+2 weeks,
specified activity as
agreed upon by MCGM
and Service Provider
Weekly per
project
0.1% of the yearly contract
value per week for first two
weeks,
0.20% of yearly contract
to a maximum of 5.0 %
post which MCGM may
invoke Annulment of the
contract.
2
Requirements Analysis &
Design
< T+9 weeks,
agreed upon by MCGM
Weekly per
project
weeks,
post which MCGM may
contract.
3 Development & Coding
< T+35 weeks,
agreed upon by MCGM
Weekly per
project
weeks,
post which MCGM may
contract.
4 Testing & UAT
< T+42 weeks,
agreed upon by MCGM
Weekly per
project
weeks,
post which MCGM may
contract.
Bid Document
5
Operations, Maintenance &
Warranty support for
period of 5 years
Submission of required
reports as per the time
lines finalized with the
department
(Maintenance/ Support/
reports, Escalation
Reports)
Weekly per
project
0.1% of the total contract
weeks,
post which MCGM may
contract.
E. Miscellaneous Factors
1
Compliance in document
versioning and maintenance
(FRS, SRS, Business Blue
Prints, User Training
Manual etc.), application
version control, updates &
patches etc.
100% as per requirement
timelines
Daily per
occurrence
Rs.10,000 per occurrence
per day of delay.
2
Manpower Availability &
Readiness
100% as per requirement
timelines
Daily
Rs 10,000 per day in case
there is shortage in
manpower deployment or
lack of adequate skills as
listed is the section 5
3
Scheduled downtime for
System Maintenance per
week
<= 2 times per month
Per
Occurrence
Rs. 1,00,000 per
occurrence for
unscheduled downtime or
scheduled downtimes
exceeding the specified
metric.
4 Resource Replacement
Within 7 days of exit of
resource (in case of MCGM
initiated or supplier
initiated)
Per
Occurrence
Rs. 5,000.00 per day of
unavailability of resource
Bid Document
5
Resource Addition for the
resources available on rate
contract
Within 15 days of receiving
official communication
from MCGM
Per
Occurrence
Rs. 5,000.00 per day of
unavailability of resource
6 Application Security
Cyber Crime / Hacking /
Data Theft / Fraud
attributable to the service
provider
Per
Occurrence
Depending on the type of
incident and its impact, a
Penalty of 10% on the
entire contract value or in
case of severe issue (as
defined by MCGM) such
breach may lead to
termination of contract
Definitions:
1. Severity 1: Two or more SAP modules down impacting critical business functions OR Multiple critical
functions down impacting more than 500 users having a major impact on daily operations OR Any
module/ function deemed as highly critical by MCGM.
2. Severity 2: One SAP modules down impacting critical business functions OR Multiple critical
functions down impacting more than 200 users having a major impact on daily operations.
3. Severity 3: Loss of business functionality for 50 or more users impacting day to day operations.
4. Severity 4: Cosmetic Issues OR Minor functionality down impacting less than 50 users.
5. Response Time: Response time is defined as the time the support vendor takes to respond from the
time that ticket was raised.
6. Resolution Time: Resolution time is defined as the time the vendor takes to resolve the issue or
provide acceptable workaround for the issue.
Note: -
The Contractor shall provide services beyond normal working hours and MCGM closed/listed holidays,
including Sundays without any additional cost in the following conditions whenever such services are
required as decided by MCGM.
In case, any critical job has been started during the working hours and it has to be completed on the
same day, even if it continues beyond the working hours of MCGM.
Calculation of SLA: Calculation of SLA will be done based on the data recorded in the Solution
Manager of SAP system wherever feasible.
Liquidated Damages: Liquidated damage(s) shall be calculated for default on the part of Contractor
when the down time of any service as detailed above exceeds the SLA of components in a month. The
amount equivalent to the sum of all such liquidated damage(s) calculated on monthly basis shall be
deducted frommonthly payments to the Contractor. In case the penalty reaches 10% of the contract cost,
provision for Termination by MCGM shall be invoked.
Bid Document
9.6 Professional Project Management
Service Provider shall execute the project with complete professionalism and full commitment to the
scope of work and the prescribed service levels. Service Provider shall attend regular Project Review
Meetings called by MCGM and shall adhere to the directions given during the meeting. Following
responsibilities are to be executed by the Service Provider in regular manner to ensure the proper
management of the project:
Finalization of the Project plan in consultation with MCGM and its consultant. Project Plan
should consist of work plan, communication matrix, timelines, Quality Plan, etc.
Plan and deploy the resources in conjunction with the Project Plan and to execute roles and
responsibilities against each activity of the project plan.
Appointment of manager who will act as SPOC for MCGM.
Preparation & regular update of the Risk Register and the Mitigation Plan. Timely
communication of the same to all the identified project stakeholders.
Submission of Weekly Project Progress Reports
Monthly Compliance report, which will cover compliances to Project Timelines, Project Team,
SLAs, etc.
Provision of dashboard to check status of progress of maintenance, support, implementation and
customization work.
The selected vendor should ensure that the behaviour of its staff and other manpower is decent. The
agency will be held responsible for indecent behaviour of manpower, & such employees should be
immediately replaced when such matter is reported. In case, non-availability of personnel, the agency
will be penalized as per the SLA.
Employees of the service provider shall always wear identity card.
9.7 Communications
Wherever these Conditions provide for the giving or issuing of approvals, certificates, consents,
determinations, notices, requests and discharges, these communications shall be: in writing and delivered by
hand (against receipt), sent by mail or courier, or transmitted using any of the agreed systems of electronic
transmission as stated in the Contract Data; and delivered, sent or transmitted to the address for the
recipients communications as stated in the Contract Data.
However:
a. if the recipient gives notice of another address, communications shall thereafter be delivered
accordingly; and
b. if the recipient has not stated otherwise when requesting an approval or consent, it may be sent to the
address from which the request was issued.
Approvals, certificates, consents and determinations shall not be unreasonably withheld or delayed. When a
certificate is issued to a Party, the certifier shall send a copy to the other Party. When a notice is issued to a
Party, by the other Party or the Independent Expert, a copy shall be sent to MCGMs Representative or the
other Party, as the case may be.
9.8 Use & Acquisition of Assets during the term
The Service Provider shall -
a) Take all reasonable & proper care of the entire hardware & software, network, data or any other information
technology infrastructure components used for the project & other facilities leased/owned by the Service
Provider exclusively in terms of the delivery of the services as per this CA (hereinafter the Assets) in
proportion to their use & control of such Assets which will include all upgrades/enhancements &
improvements to meet the needs of the project arising from time to time.
Bid Document
b) Term Assets also refers to all the hardware / software / furniture / data / documentations / manuals /
catalogues / brochures / or any other material procured, created or utilized by the SERVICE PROVIDER or
MCGM.
c) Keep all the tangible Assets in good & serviceable condition (reasonable wear & tear excepted) &/or the
intangible Assets suitably upgraded subject to the relevant standards as stated in of the Bid Document to
meet the SLAs mentioned in the contract & during the entire term of the Agreement.
d) Ensure that any instructions or manuals supplied by the manufacturer of the Assets for use of Assets &
which are provided to the Service Provider will be followed by the Service Provider & any person who will be
responsible for the use of the Asset.
e) Take such steps as may be recommended by the manufacturer of the Assets & notified to the Service
Provider or as may be necessary to use the Assets in a safe manner.
f) To the extent that the Assets are under the control of the Service Provider, keep the Assets suitably housed
& in conformity with any statutory requirements from time to time applicable to them.
g) Not, knowingly or negligently use or permit any of the Assets to be used in contravention of any statutory
provisions or regulation or in any way contrary to law.
h) Use the Assets exclusively for the purpose of providing the Services as defined in the contract.
i) Ensure smooth end-to-end operations to provide efficient services to MCGM of this Project in an efficient
and speedy manner.
j) Service Provider shall not use MCGM data to provide services for the benefit of any third party, as a service
bureau or in any other manner
9.9 Security and safety
a) The Service Provider will comply with the directions issued from time to time by MCGM and the standards
related to the security and safety in so far as it applies to the provision of the Services.
b) Service Provider shall also comply with MCGM / Government of Maharashtras / Government of Indias
Information Technology security and standard policies in force from time to time as applicable.
c) Service Provider shall use reasonable endeavors to report forthwith in writing to all the partners /
contractors about the civil and criminal liabilities accruing due to by unauthorized access (including
unauthorized persons who are employees of any Party) or interference with MCGM's data, facilities or
Confidential Information.
d) The Service Provider shall upon reasonable request by MCGM or his/her nominee(s) participate in regular
meetings when safety and information technology security matters are reviewed.
e) Service Provider shall promptly report in writing to MCGM any act or omission which they are aware that
could have an adverse effect on the proper conduct of safety and information technology security at MCGM.
9.10 Indemnity
The Service Provider agrees to indemnify and hold harmless MCGM, its officers, employees and agents(each a
Indemnified Party) promptly upon demand at any time and from time to time, from and against any and all
losses , claims, damages, liabilities, costs (including reasonable attorneys fees and disbursements) and expenses
(collectively, Losses) to which the Indemnified Party may become subject, in so far as such losses directly arise
out of, in any way relate to, or result from
(i) Any mis-statement or any breach of any representation or warranty made by the Service Provider or
(ii) The failure by the Service Provider to fulfill any covenant or condition contained in this Agreement,
including without limitation the breach of any terms and conditions of this Agreement by any employee or
agent of the Service Provider. Against all losses or damages arising from claims by third Parties that any
Deliverable (or the access, use or other rights thereto), created by Service Provider pursuant to this
Bid Document
Agreement, or any equipment, software, information, methods of operation or other intellectual property
created by Service Provider or sub contractors pursuant to this Agreement, or the SLAs (I) infringes a
copyright, trade mark, trade design enforceable in India, (II) infringes a patent issued in India, or (III)
constitutes misappropriation or unlawful disclosure or use of another Party's trade secretes under the laws
of India (collectively, "Infringement Claims"); provided, however, that this will not apply to any
Deliverable (or the access, use or other rights thereto) created by (A) "Data Entry assignment done by
service provider; (B) Third Parties (i.e., other than Service Provider or sub-contractors) at the direction of
MCGM, or
(iii) any compensation / claim or proceeding by any third party against MCGM arising out of any act, deed or
omission by the Service Provider or
(iv) claim filed by a workman or employee engaged by the Service Provider for carrying out work related to
this Agreement. For the avoidance of doubt, indemnification of Losses pursuant to this section shall be
made in an amount or amounts sufficient to restore each of the Indemnified Party to the financial position
it would have been in had the losses not occurred.
Any payment made under this Agreement to an indemnity or claim for breach of any provision of this
Agreement shall include applicable taxes.
9.11 Third Party Claims
a. Subject to Sub-clause (b) below, the Service Provider (the "Indemnified Party") from and against all losses,
claims litigation and damages on account of bodily injury, death or damage to tangible personal property
arising in favour or any person, corporation or other entity (including the Indemnified Party) attributable to
the Indemnifying Party's performance or non-performance under this Agreement or the SLAs.
b. The indemnities set out in Sub-clause (a) above shall be subject to the following conditions:
i. the Indemnified Party, as promptly as practicable, informs the Indemnifying Party in writing of the claim
or proceedings and provides all relevant evidence, documentary or otherwise
ii. the Indemnified Party shall, at the cost and expenses of the Indemnifying Party, give the Indemnifying
Party all reasonable assistance in the defence of such claim including reasonable access to all relevant
information, documentation and personnel. The indemnifying party shall bear cost and expenses and
fees of the Attorney on behalf of the Indemnified Party in the litigation, claim.
iii. if the Indemnifying Party does not assume full control over the defense of a claim as provided in this
Article, the Indemnifying Party may participate in such defense at its sole cost and expense, and the
Indemnified Party will have the right to defend the claim in such manner as it may deem appropriate,
and the cost and expense of the Indemnified Party will be borne and paid by the Indemnifying Party.
iv. the Indemnified Party shall not prejudice, pay or accept any proceedings or claim, or compromise any
proceedings or claim, without the written consent of the Indemnifying Party;
v. Service Provider hereby indemnify & hold indemnified MCGM harmless from & against any & all
damages, losses, liabilities, expenses including legal fees & cost of litigation in connection with any
action, claim, suit, proceedings as if result of claim made by the third party directly or indirectly arising
out of or in connection with this agreement.
vi. all settlements of claims subject to indemnification under this Article will: (a) be entered into only with
the consent of the Indemnified Party, which consent will not be unreasonably withheld & include an
unconditional release to the Indemnified Party from the claimant for all liability in respect of such claim;
& (b) include any appropriate confidentiality agreement prohibiting disclosure of the terms of such
settlement;
vii. the Indemnified Party shall take steps that the Indemnifying Party may reasonably require to mitigate
or reduce its loss as a result of such a claim or proceedings;
viii. in the event that the Indemnifying Party is obligated to indemnify an Indemnified Party pursuant to this
Article, the Indemnifying Party will, upon payment of such indemnity in full, be subrogated to all rights
& defenses of the Indemnified Party with respect to the claims to which such indemnification relates;
Bid Document
ix. in the event that the Indemnifying Party is obligated to indemnify the Indemnified Party pursuant to this
Article, the Indemnified Party will be entitled to invoke the Performance Bank Guarantee, if such
indemnity is not paid, either in full or in part, & on the invocation of the Performance Bank Guarantee,
the Indemnifying Party shall be subrogated to all rights & defenses of the Indemnified Party with respect
to the claims to which such indemnification relates.
9.12 Warranties
a. The Service Provider warrants and represents to MCGM that:
i. It has full capacity and authority and all necessary approvals to enter into and to perform its obligations
under this Agreement;
ii. This Agreement is executed by a duly authorized representative of the Service Provider;
iii. It shall discharge its obligations under this Agreement with due skill, care and diligence so as to comply
with the service level agreement.
b. In the case of the SLAs, the Service Provider warrants and represents to MCGM, that:
i. the Service Provider has full capacity and authority and all necessary approvals to enter into and perform
its obligations under the SLAs and to provide the Services;
ii. the SLAs shall be executed by a duly authorized representative of the Service Provider;
iii. the Services will be provided and rendered by appropriately qualified, trained and experienced personnel
as mentioned in the Bid Document;
iv. Service Provider has and will have all necessary licenses, approvals, consents of third Parties free from
any encumbrances and all necessary technology, hardware and software to enable it to provide the
Services;
v. the Services will be supplied in conformance with all laws, enactments, orders and regulations applicable
from time to time;
vi. Service Provider will warrant that the solution provided under the contract is new, of the most recent
higher version /models and incorporate all recent improvements in design and materials unless provided
otherwise in the contract.
vii. If the Service Provider uses in the course of the provision of the Services, components, equipments,
software and hardware manufactured by any third party and which are embedded in the Deliverables or
are essential for the successful use of the Deliverables, it will pass through third party manufacturer's
Warranties relating to those components, equipment, software and hardware to the extent possible.
c. Notwithstanding what has been stated elsewhere in this Agreement and the Schedules attached herein, in the
event the Service Provider is unable to meet the obligations pursuant to the Project, Operations and
Maintenance Services and any related scope of work as stated in this Agreement and the Schedules attached
herein, MCGM will have the option to invoke the Performance Guarantee after serving a written notice of
thirty (30) days on the Service Provider.
9.13 Force Majeure
The Service Provider shall not be liable for forfeiture of its Performance Guarantee, imposition of liquidated
damages or termination for default, if and to the extent that its delay in performance or other failure to perform
its obligations under the contract is the result of an event of Force Majeure. For purposes of this Clause, Force
Majeure means an event beyond the reasonable control of the Service Provider, not involving the Service
Providers fault or negligence and not foreseeable. Such events may include Acts of God & acts of Government of
India in their sovereign capacity.
For the Service Provider to take benefit of this clause it is a condition precedent that the SERVICE PROVIDER
must promptly notify MCGM, in writing of such conditions and the cause thereof within 5 calendar days of the
Force Majeure event arising. MCGM, or the consultant / committee appointed by MCGM shall study the
submission of the Service Provider and inform whether the situation can be qualified one of Force Majeure.
Unless otherwise directed by MCGM in writing, the Service Provider shall continue to perform its obligations
under the resultant Agreement as far as it is reasonably practical, and shall seek all reasonable alternative
means for performance of services not prevented by the existence of a Force Majeure event.
Bid Document
In the event of delay in performance attributable to the presence of a force majeure event, the time for
performance shall be extended by a period(s) equivalent to the duration of such delay. If the duration of delay
continues beyond a period of 30 days, MCGM and the Service Provider shall hold consultations with each other
in an endeavor to find a solution to the problem.
Notwithstanding anything to the contrary mentioned above, the decision of MCGM shall be final and binding on
the Service Provider.
9.14 Independent Expert
The Independent Expert shall be a professional experienced in the type of services covered under the
Contract and with the interpretation of contractual documents, and shall be fluent in the language for
communications defined in the Contract. The Independent Expert shall be (and the terms of this
appointment shall so provide that he or she is) independent of the Parties and shall act impartially.
The independent expert is not subject to instructions by the representatives of parties and perform his or
her functions neutrally and independently and report to the Municipal Commissioner / concerned
Additional Municipal Commissioner
Both the parties accept that the independent expert has the unrestricted and unconditional right to access,
to all documentation relating to the project / procurement, including minutes of meetings.
The independent expert is under contractual obligation to treat, the information and documents of the
Bidder / Contractor / sub-contractor, with confidentiality.
The MCGM will provide sufficient information about all meetings among the parties related to the Project
provided such meetings could have an impact on the contractual relations between the parties. The parties
will offer to the independent expert the option to participate in such meetings.
The independent expert shall submit non-binding recommendations, regarding any observations of
violation of the contract agreement to the Municipal Commissioner / concerned Additional Municipal
Commissioner.
Both the parties accept that the recommendation of the independent expert would be in the nature of advice
and would not be legally binding. The decision of Municipal Commissioner in any matter / complain will be
the final decision.
9.15 Resolution of Disputes
MCGM and the Service Provider shall make every effort to resolve amicably , by direct informal negotiation or
by approaching the independent expert ( ageed upon by both the parties), any disagreement or dispute arising
between them under or in connection with the Agreement. If after 60 days from the commencement of such
informal negotiations or intervention of independent expert, MCGM and the SERVICE PROVIDER are unable
to resolve amicably such dispute, the matter will be referred to the Municipal Commissioner, and his / her
opinion shall be taken as final and binding on the service provider.
9.16 Risk Purchase Clause
In the event Service Provider fails to execute the project as stipulated in the CA, or as per the directions given by
MCGM from time to time, MCGM reserves the right to procure similar services from the next eligible bidder or
from alternate sources at the risk, cost and responsibility of the Service Provider. Before taking such a decision,
MCGM shall serve a notice period of 1 month to the Service Provider. Service Providers liability in such case
would not be higher than 50% of the contract value.
9.17 Limitation of Liability towards MCGM
The Service Provider's liability under the resultant Agreement shall be determined as per the Law in force for
the time being. The Service Provider shall be liable to MCGM for loss or damage occurred or caused or likely to
occur on account of any act of omission on the part of the Service Provider and its employees, including loss
caused to MCGM on account of defect in goods or deficiency in services on the part of Service Provider or his
agents or any person / persons claiming through or under said Service Provider. However, such liability of
Service Provider shall not exceed the total value of the Agreement. This Sub-Clause shall not limit liability in
Bid Document
any case of fraud, deliberate default, gross negligence, or reckless misconduct by the defaulting Party.
9.18 Conflict of Interest
The Service Provider shall disclose to MCGM in writing, all actual and potential conflicts of interest that exist,
arise or may arise (either for the Service Provider or its team) in the course of performing the Services as soon
as it becomes aware of such a conflict. Service Provider shall hold MCGM's interest paramount, without any
consideration for future work, and strictly avoid conflict of interest with other assignments.
9.19 Data Ownership
All the data created as the part of the project shall be owned by MCGM. The Service Provider shall take utmost
care in maintaining security and confidentiality of this data. Access to the data / systems shall be given by the
Service Provider only to the personnel working on the projects and their names & contact details shall be shared
with MCGM in advance. MCGM / its authorized representative(s) shall conduct periodic / surprise security
reviews and audits, to ensure the compliance by the Service Provider to data / system security.
9.20 Publicity
Any publicity by the SERVICE PROVIDER in which the name of MCGM is to be used should be done with the
explicit written permission of The Director, IT, Municipal Corporation of Greater Mumbai.
9.21 Fraud and Corruption
MCGM requires that Service Provider must observe the highest standards of ethics during the execution of the
contract. In pursuance of this policy, MCGM defines, for the purpose of this provision, the terms set forth as
follows:
(i) corrupt practice is the offering, giving, receiving or soliciting, directly or indirectly, of anything of
value to influence improperly the actions of another party;
(ii)fraudulent practice is any act or omission, including a misrepresentation, that knowingly or
recklessly misleads, or attempts to mislead, a party to obtain a financial or other benefit or to avoid an
obligation;
(iii) collusive practice is an arrangement between two or more parties designed to achieve an
improper purpose, including to influence improperly the actions of another party;
(iv) coercive practice is impairing or harming, or threatening to impair or harm, directly or
indirectly, any party or the property of the party to influence improperly the actions of a party;
(v)obstructive practice is
i. deliberately destroying, falsifying, altering or concealing of evidence material to the investigation
or making false statements to investigators in order to materially impede a MCGM investigation
into allegations of a corrupt, fraudulent, coercive or collusive practice; and/or threatening,
harassing or intimidating any party to prevent it from disclosing its knowledge of matters
relevant to the investigation or from pursuing the investigation, or
ii. acts intended to materially impede the exercise of MCGMs inspection and audit rights.
If it is noticed that the Service Provider has indulged into the Corrupt / Fraudulent / Unfair / Coercive
practices,
(a) it will be a sufficient ground for MCGM for termination of the contract and initiate black-listing of
the vendor.
(b) will reject a proposal for award if it determines that the bidder recommended for award has, directly
or through an agent, engaged in corrupt, fraudulent, collusive, coercive or obstructive practices in
competing for the contract;
(c) will sanction a firm or individual, including declaring ineligible, either indefinitely or for a stated
period of time, to be awarded a MCGM-financed contract if it at any time determines that the firm
has, directly or through an agent, engaged in corrupt, fraudulent, collusive, coercive or obstructive
practices in competing for, or in executing, a MCGM-financed contract; and
Bid Document
(d) will have the right to require that a provision be included in bidding documents and in contracts
financed by MCGM, a provision be included requiring bidders, suppliers and contractors to permit
MCGM to inspect their accounts and records and other documents relating to the bid submission
and contract performance and to have them audited by auditors appointed by MCGM.
9.22 Exit Management
(i) Exit Management Purpose
This clause sets out the provisions, which will apply during Exit Management period. The Parties shall
ensure that their respective associated entities carry out their respective obligations set out in this Exit
Management Clause.
The exit management period starts, in case of expiry of contract, at least 3 months prior to the date when
the contract comes to an end or in case of termination of contract, on the date when the notice of
termination is sent to the Service Provider. The exit management period ends on the date agreed upon by
MCGM or Three months after the beginning of the exit management period, whichever is earlier.
(ii) Confidential Information, Security and Data
Service Provider will promptly, on the commencement of the exit management period, supply to MCGM or
its nominated agencies the following:
a) Information relating to the current services rendered and performance data relating to the performance
of the services; Documentation relating to the Project, Projects Intellectual Property Rights; any other
data and confidential information created as part of or is related to this project;
b) Project data as is reasonably required for purposes of the Project or for transitioning of the services to
its Replacing Successful Bidder in a readily available format.
c) All other information (including but not limited to documents, records and agreements) relating to the
services reasonably necessary to enable MCGM and its nominated agencies, or its Replacing Vendor to
carry out due diligence in order to transition the provision of the Services to MCGM or its nominated
agencies, or its Replacing Vendor (as the case may be).
d) The service provider shall retain all of the above information with them for 30 days after the
termination of the contract, post which the provider has to wipe/purge/delete all information created
or retained as part of this project.
(iii) Employees
Promptly on reasonable request at any time during the exit management period, the Service Provider shall,
subject to applicable laws, restraints and regulations (including in particular those relating to privacy)
provide to MCGM a list of all employees (with job titles and communication address) of the Successful
Bidder, dedicated to providing the services at the commencement of the exit management period.
(iv) Rights of Access to Information
At any time during the exit management period, the Service Provider will be obliged to provide an access of
information to MCGM and / or any Replacing Vendor in order to make an inventory of the Assets
(including hardware / Software / Active / passive), documentations, manuals, catalogs, archive data, Live
data, policy documents or any other material related to implementation of Hosted DMS for MCGM.
(v) Exit Management Plan
Successful Bidder shall provide MCGM with a recommended "Exit Management Plan" within 90 days of
signing of the contract, which shall deal with at least the following aspects of exit management in relation
to the SLA as a whole and in relation to the Project Implementation, the Operation and Management SLA
and Scope of work definition.
a) A detailed program of the transfer process that could be used in conjunction with a Replacement
Vendor including details of the means to be used to ensure continuing provision of the services
throughout the transfer process or until the cessation of the services and of the management structure
to be used during the transfer;
Bid Document
b) Plans for the communication with such of the Successful Bidder, staff, suppliers, customers and any
related third party as are necessary to avoid any material detrimental impact on Projects operations as
a result of undertaking the transfer;
c) Plans for provision of contingent support to the implementation of hosted DMS Project and
Replacement Vendor for a reasonable period (minimum one month) after transfer.
d) Exit Management Plan shall be presented by the Service Provider to and approved by MCGM or its
nominated agencies.
e) The terms of payment as stated in the Terms of Payment Schedule include the costs of the Service
Provider complying with its obligations under this Schedule.
f) During the exit management period, the Service Provider shall use its best efforts to deliver the
services.
g) Payments during the Exit Management period shall be made in accordance with the Terms of Payment
Schedule.
9.23 Termination of contract
MCGM may, without prejudice to any other remedy under this Contract and applicable law, reserves the
right to terminate for breach of contract by providing a written notice of 30 days stating the reason for
default to the Service Provider and as it deems fit, terminate the contract either in whole or in part:
If the Service Provider fails to deliver any or all of the project requirements / operationalization /
go-live of project within the time frame specified in the contract; or
If the Service Provider fails to perform any other obligation(s) under the contract.
Prior to providing a notice of termination to the Service Provider, MCGM shall provide the Service
Provider with a written notice of 30 days instructing the Service Provider to cure any breach/ default of
the Contract, if MCGM is of the view that the breach may be rectified.
On failure of the Service Provider to rectify such breach within 30 days, MCGM may terminate the
contract by providing a written notice of 30 days to the Service Provider, provided that such termination
will not prejudice or affect any right of action or remedy which has accrued or will accrue thereafter to
MCGM. In such an event the Service Provider shall be liable for penalty/liquidated damages imposed
by MCGM.
In the event of termination of this contract for any reason whatsoever, MCGM is entitled to impose any
such obligations and conditions and issue any clarifications as may be necessary to ensure an efficient
transition and effective continuity of the services which the Service Provider shall be obliged to comply
with and take all available steps to minimize the loss resulting from that termination/ breach, and
further allow and provide all such assistance to MCGM and/ or succeeding vendor, as may be required,
to take over the obligations of the Service Provider in relation to the execution/ continued execution of
the requirements of this contract.
9.24 Miscellaneous
a) Confidentiality
Confidential Information" means all information including Project Data (whether in written, oral,
electronic or other format) which relates to the technical, financial and operational affairs, business
rules, citizen information, design rights, know-how and personnel of each Party and its affiliates
which is disclosed to or otherwise learned by the other Party or its subcontractors (whether a Party
to the contract or to the SLA) in the course of or in connection with the contract (including without
limitation such information received during negotiations, location visits and meetings in connection
with the contract or to the SLA) or pursuant to the contract to be signed subsequently.
Except with the prior written permission of MCGM, the Service Provider (including all partners)
and its Personnel shall not disclose such confidential information to any person or entity not
expected to know such information by default of being associated with the project, nor shall the
Service Provider and its Personnel make public the recommendations formulated in the course of,
Bid Document
or as a result of the Project. In matters pertaining to privacy of data, the Service Provider (including
all partners) shall not use any data for analytical/commercial reasons whatsoever.
The Service Provider recognizes that during the term of this Agreement, sensitive data will be
procured and made available to it, its Sub contractors and agents and others working for or under
the Service Provider. Disclosure or usage of the data by any such recipient may constitute a breach
of law applicable causing harm not only to the Department whose data is used but also to its
stakeholders. The function of MCGM requires the Service Provider, its agents to demonstrate
utmost care, sensitivity and strict confidentiality. Any breach of this Article will result in MCGM
and its nominees receiving a right to seek injunctive relief and damages, from the Service Provider.
The restrictions of this Article shall not apply to confidential Information that:
i. is or becomes generally available to the public through no breach of this Article by the
Recipient; and
ii. was in the recipient's possession free of any obligation of confidence prior to the time of
receipt of it by the Recipient hereunder; and
iii. is developed by the Recipient independently of any of discloser's Confidential Information;
and
iv. is rightfully obtained by the Recipient from third Parties authorized at that time to make
such disclosure without restriction; and
v. is identified in writing by the Discloser as no longer proprietary or confidential; or
vi. is required to be disclosed by law, regulation or Court Order, provided that the recipient
gives prompt written notice to the Discloser of such legal and regulatory requirement to
disclose so as to allow the Discloser reasonable opportunity to contest such disclosure.
To the extent that such disclosure is required for the purposes of this Agreement, either Party may
disclose Confidential Information to:
i. its employees, agents and independent contractors and to any of its affiliates and their
respective independent contractors or employees; and
ii. its professional advisors and auditors, who require access for the purposes of this
Agreement, whom the relevant Party has informed of its obligations under this Article and in
respect of whom relevant the Party has informed of its obligations under this Article has
used commercially reasonable efforts to ensure that they are contractually obliged to keep
such Confidential Information confidential on terms substantially the same as set forth in
this Article. Either Party may also disclose confidential Information or any entity with the
other Party's prior written consent.
The provisions of this Article shall survive the expiration or any earlier termination of this
Agreement.
b) Standards of Performance
The Service Provider shall provide the services and carry out their obligations under the Contract
with due diligence, efficiency and professionalism/ethics in accordance with generally accepted
professional standards and practices. The Service Provider shall always act in respect of any matter
relating to this contract. The Service Provider shall abide by all the provisions / Acts / Rules /
Regulations, Standing orders, etc of Information Technology as prevalent in the country. The
Service Provider shall also conform to the standards laid down by Government of Maharashtra or
Government of India fromtime to time.
c) Sub Contracts
All the personnel working on the project and having access to the Servers / data should be on
payroll of the Service Provider. No sub contracting will be allowed as a part of this contract.
d) Care to be taken while working at MCGM Office
Bid Document
Service Provider should follow instructions issued by concerned Competent Authority from time to
time for carrying out work at designated places. Service Provider should ensure that there is no
damage caused to any private or public property. In case such damage is caused, Service Provider
shall immediately bring it to the notice of concerned organization and MCGM in writing and pay
necessary charges towards fixing of the damage.
Service Provider shall ensure that its employees/representatives dont breach privacy of any citizen
or establishment during the course of execution or maintenance of the project.
e) Compliance with Labour regulations
The Service Provider shall pay fair and reasonable wages to the workmen employed, for the contract
undertaken and comply with the provisions set forth under the Minimum wages Act and the
Contract Labour Act 1970. The salary of the manpower working on MCGM project should be paid
using ECS / NEFT / RTGS. A record of the payments made in this regard should be maintained by
the Service Provider. Upon request, this record shall be produced to the appropriate authority in
MCGM and/or Judicial Body. If complaints are received by MCGM (or any appropriate authority)
appropriate action (Liquidation of Security Deposit, Blacklisting, etc.) may be initiated as deemed
necessary against the Service Provider.
f) Independent Contractor
Nothing in this Agreement shall be construed as establishing or implying any partnership or joint
venture or employment relationship between the Parties to this Agreement. Except as expressly
stated in this Agreement nothing in this Agreement shall be deemed to constitute any Party as the
agent of any other Party or authorizes either Party (i) to incur any expenses on behalf of the other
Party, (ii) to enter into any engagement or make any representation or warranty on behalf of the
other Party, (iii) to pledge the credit of or otherwise bind or oblige the other Party, or (iv) to commit
the other Party in any manner whatsoever in each case without obtaining the other Party's prior
written consent.
g) Waiver
A waiver of any provision or breach of this Agreement must be in writing and signed by an
authorized official of the Party executing the same. No such waiver shall be construed to affect or
imply a subsequent waiver of the same provision or subsequent breach of this Agreement.
h) Notices
Any notice or other document, which may be given by either Party under this Agreement, shall be
given in writing in person or by pre-paid recorded delivery post.
In relation to a notice given under this Agreement, any such notice or other document shall be
addressed to the other Party's principal or registered office address as set out below
MCGM:
Director, IT
Municipal Corporation of Greater Mumbai, Engineering Hub Bldg., Dr. E. Moses Road,
Worli Naka, Worli, Mumbai - 18
------------------------------
Tel: ------------------------
Fax: -----------------------
Service Provider:
------------------------------
------------------------------
Tel: ------------------------
Fax: -----------------------
Bid Document
Any notice or other document shall be deemed to have been given to the other Party when delivered
(if delivered in person) between the hours of 9.30 am and 5.30 pm at the address of the other Party
set forth above or on the next working day thereafter if delivered outside such hours, and 7 calendar
days from the date of posting (if by letter).
i) Personnel/Employees
i. Personnel/employees assigned by Service Provider to perform the services shall be employees
of Service Provider and/or its sub-contractors, and under no circumstances will such personnel
be considered as employees of MCGM. Service Provider shall have the sole responsibility for
supervision and control of its personnel and for payment of such personnel's employee's entire
compensation, including salary, legal deductions withholding of income taxes and social
security taxes, worker's compensation, employee and disability benefits and the like and shall
be responsible for all employer obligations under all laws as applicable from time to time.
MCGM shall not be responsible for the above issues concerning to personnel of Service
Provider.
ii. Service Provider shall use its best efforts to ensure that sufficient Service Provider personnel are
employed to perform the Services, and that, such personnel have appropriate qualifications to
perform the Services. MCGM or its nominated agencies shall have the right to require the
removal or replacement of any Service Provider personnel performing work under this
Agreement. In the event that MCGM requests that any Service Provider personnel be replaced,
the substitution of such personnel shall be accomplished pursuant to a mutually agreed upon
schedule and upon clearance of the personnel based on profile review and upon schedule and
upon clearance of the personnel based on profile review and personal interview by MCGM or its
nominated agencies, within not later than 30 working days. Service Provider shall depute
quality team for the project and as per requirements MCGM shall have the right to ask Service
Provider to change the team.
iii. Management (Regional Head / VP level officer) of Service Provider needs to be involved in the
project monitoring and should attend the review meeting at least once in a month.
iv. The profiles of resources proposed by Service Provider in the technical proposal, which are
considered for Technical bid evaluation, shall be construed as 'Key Personnel' and the Service
Provider shall not remove such personnel without the prior written consent of MCGM. For any
changes to the proposed resources, Service Provider shall provide equivalent or more
experienced resources in consultation with MCGM. Replacement of Key Personnel within first
six months of the contract shall not be allowed. Any such replacement would attract financial
penalty as deemed appropriate by MCGM at that time.
v. Except as stated in this clause, nothing in this Agreement will limit the ability of Service
Provider freely to assign or reassign its employees; provided that Service Provider shall be
responsible, at its expense, for transferring all appropriate knowledge from personnel being
replaced to their replacements. MCGM shall have the right to review and approve Service
Provider's plan for any such knowledge transfer. Service Provider shall maintain the same
standards for skills and professionalism among replacement personnel as in personnel being
replaced.
vi. Each Party shall be responsible for the performance of all its obligations under this Agreement
and shall be liable for the acts and omissions of its employees and agents in connection
therewith.
j) Variations and Further Assurance
a. No amendment, variation or other change to this Agreement or the SLAs shall be valid unless
made in writing and signed by the duly authorized representatives of the Parties to this
Agreement.
b. Each Party to this Agreement or the SLAs agree to enter into or execute, without limitation,
whatever other agreement, document, consent and waiver and to do all other things which shall
or may be reasonably required to complete and deliver the obligations set out in the Agreement
or the SLAs.
Bid Document
k) Severability and Waiver
i. if any provision of this Agreement or the SLAs, or any part thereof, shall be found by any court
or administrative body of competent jurisdiction to be illegal, invalid or unenforceable the
illegality, invalidity or unenforceability of such provision or part provision shall not affect the
other provisions of this Agreement or the SLAs or the remainder of the provisions in question
which shall remain in full force and effect. The relevant Parties shall negotiate in good faith in
order to agree to substitute for any illegal, invalid or unenforceable provision a valid and
enforceable provision which achieves to the greatest extent possible the economic, legal and
commercial objectives of the illegal, invalid or unenforceable provision or part provision
within 7 working days.
ii. No failure to exercise or enforce and no delay in exercising or enforcing on the part of either
Party to this Agreement or the SLAs of any right, remedy or provision of this Agreement or the
SLAs shall operate as a waiver of such right, remedy or provision in any future application nor
shall any single or partial exercise or enforcement of any right, remedy or provision preclude
any other or further exercise or enforcement of any other right, remedy or provision.
l) Survivability
The termination or expiry of this Agreement or the SLAs for any reason shall not affect or prejudice
any terms of this Agreement, or the rights of the Parties under them which are either expressly of by
implication intended to come into effect or continue in effect after such expiry or termination.
9.25 Applicable Law
The contract shall be governed by the laws and procedures prescribed by the Laws prevailing and in
force in India, within the framework of applicable legislation and enactment made from time to time
concerning such commercial dealings/processing. All legal disputes are subject to the jurisdiction of
Mumbai courts only.
9.26 Particular conditions
The following Particular Conditions shall be supplementary and whenever there is a conflict, the provisions
herein shall prevail over those in the general definitions, interpretations and other terms of the contract .
Conditions Data
MCGMs name and address Director (Information Technology), Information
Technology Department, Worli Data Center,
Engineering Hub Building, Dr. E. Moses Road,
Worli, City: Mumbai, PIN Code: 400 018
Electronic transmission
systems
E-mail communication carried out by authorized
employees of MCGM using official E-mail IDs.
Governing Law As applicable in India
Ruling language English
Language for communications English
Additional Conditions of
Effectiveness
Nil
Period of Contract 3 years
Contractors responsibility for
the acts or defaults of its
Subcontractors
No Subcontracting will be allowed as a part of this
contract
Compliance with Laws Nil
Bid Document
Categories of staff that must
be hired locally if and to the
extent that a sufficient number
of appropriately qualified staff
is locally available
As per the requirements of this contract.
Period within which MCGM
should make a decision on
Contractors management
advice
30 days
MCGMs intention to publish
the Contract and Performance
Targets
MCGM has the right and intention to:
(a) publish the Contract in its entirety in the World
Bank Private Participation in Infrastructure
Database and such other media as it deems
appropriate, and
(b) publish the Performance Targets and the
progress against those Performance Targets in
appropriate mass circulation media in the Country.
Maximum total liability of the
Contractor to MCGM
Fifty Percent of the Contract Value
Periods for required
submissions by the relevant
insuring Party to the other
Party
Not applicable.
List of MCGM-proposed
potential Independent Experts
1) Head of Department of Computer Science, I.I. T.,
Mumbai
2)Head of NCST, Mumbai
3) State Information Officer, NIC for Government of
Maharashtra, Mumbai
4) Any other consultant/ auditor as appointed by
MCGM
Date by which MCGM shall
respond to Contractors
counterproposal (if any)
Thirty Days from the date of counterproposal of
Contractor
Appointing entity or official in
case of disagreement between
the Parties
Municipal Commissioner
Currency for payment of the
Independent Expert
Indian Rupes (INR)
Arbitration Municipal Commissioner
Amount of Liquidated
Damages on Termination for
MCGM Convenience
Nil
9.27 Stamp Duty Payment
The stamp duty payable for the contract shall be borne by the Service Provider IN WITNESS whereof
the parties hereto have signed this on the day, month and year first herein above written.
Signed, sealed and delivered
By -------------------------
Bid Document
------------------------------,
For and on behalf of Municipal Corporation of Greater Mumbai
Signed, sealed and delivered
By -----------------------------
For and on behalf of the Service Provider,
----------------------------------------------
Witnesses :
(1)
(2)
Attachments to the Agreement:
i) Scope of Services for the Service Provider (Annexure I)
ii) Detail Commercial proposal of the Service Provider accepted by MCGM (Annexure II)
iii) Corrigendum Document published by MCGM subsequent to the tender for this work (Annexure III)
iv) Tender Document of MCGM for this work (Annexure IV)
v) LoI issued by MCGM to the successful bidder (Annexure V)
vi) The successful bidders Technical Proposal and Commercial Proposal submitted in response to
the tender (Annexure VI)
Bid Document
10) Annexure V: List of Approved Banks
1. The following Banks with their branches in Greater Mumbai and upto Virar and Kalyan have been approved
only for the purpose of accepting Bankers Guarantee from 1997-98 onwards until further instructions.
2. The Banks Guarantee issued by branches of approved banks beyond Kalyan and Virar can be accepted only
if the said Bankers Guarantee is countersigned by the Manager of a Branch of the same bank, within the
Mumbai Limit categorically endorsing thereon that the said bankers guarantee is binding on the endorsing
Branch of the Bank within Mumbai limits and is liable to be enforced against the said branch of the Bank, in
case of default by the contractor / supplier furnishing the Bankers Guarantee.
List of approved Banks
(A) S.B.I. & its subsidiary banks
1. State Bank of India
2. State Bank of Bikaner & Jaipur
3. State Bank of Hyderabad
4. State Bank of Mysore
5. State Bank of Patiala
6. State Bank of Saurashtra
7. State Bank of Travenkore
8. State Bank of Indore
(B) NATIONALIZED BANKS
9. Allahabad Bank
10. Andhra Bank
11. Bank of Baroda
12. Bank of India
13. Bank of Maharashtra
14. Central Bank of India
15. Dena Bank
16. Indian Bank
17. Indian Overseas Bank
18. Oriental Bank of commerce
19. Punjab National Bank
20. Punjab & Sind Bank
21. Syndicate Bank
22. Union Bank of India
23. United Bank of India
24. UCO Bank
25. Vijaya Bank
26. Corporation Bank
27. Canara Bank
(C) SCHEDULED COMMERCIAL BANKS
28. Bank of Madura Ltd.
29. Bank of Rajasthan Ltd.
30. Banaras State Bank Ltd.
31. Bharat Overseas Bank Ltd.
32. Catholic Syrian Bank Ltd.
33. City Union Bank Ltd.
34. Development Credit Bank
35. Dhanalakshmi Bank Ltd.
36. Federal Bank Ltd
37. Indus ind Bank Ltd.
38. I.C.I.C.I. Banking Corporation Ltd.
39. Global Trust Bank Ltd.
Bid Document
40. Jammu & Kashmir Bank Ltd.
41. Karnataka Bank Ltd.
42. Karur Vysya Bank Ltd.
43. Laxmi Vilas Bank Ltd
44. Nedungadi Bank Ltd
45. Ratnakar Bank ltd.
46. Sangli Bank Ltd.
47. South Indian Bank Ltd.
48. S.B.I. Commercial & Int. Bank Ltd.
49. Tamil land Mercantile Bank Ltd.
50. United Western Bank Ltd.
51. Vysya Bank Ltd.
52. Axis Bank
53. Yes Bank
54. HDFC Bank
55. Kotak Mahindra Bank Ltd
56. IDBI Bank
(D) SCHEDULED URBAN CO-OP BANKS
57. Abhyudaya Co-Op. Bank Ltd.
58. Bassein Catholic Co-Op. Bank Ltd
59. Bharat Co-Op. Bank Ltd.
60. Bombay Mercantile Co-Op. Bank Ltd.
61. Cosmos Co-Op. Bank Ltd.
62. Greater Mumbai Co-Op. Bank Ltd.
63. Janata Sahakari Bank Ltd.
64. The Mumbai District Central Co-Op. Bank Ltd.
65. The Maharashtra State Co-Op. Bank
66. New India Co-Op. Bank Ltd.
67. North Canara G.S.B. Co-Op. Bank Ltd.
68. Rupee Co-Op. Bank Ltd.
69. Sangli Urban Co-Op. Bank Ltd.
70. Saraswat Co-Op. Bank Ltd.
71. Shamrao Vitthal Co-Op. Bank Ltd.
72. Mahangar Co-Op. Bank Ltd.
73. Citizen Bank Ltd.
74. Punjab and Maharashtra Co-Op Bank Ltd
75. Thane Janata Sahakari Bank Ltd
(E) FOREIGN BANKS
76. ABN AMRO BANK N.V.
77. American Express Bank Ltd.
78. ANZ Grindlays Bank
79. Bank of America NT & SA
80. Bank of Tokyo Ltd.
81. Banque Indosuez
82. Banque National De Paris
83. Barclays Bank
84. Citi Bank N.A.
85. Hongkong & Shanghai Banking Corporation Ltd.
86. Mitsui Taiyokbe Bank Ltd.
87. Standard Chartered Bank
88. CHO-Hung Bank
Bid Document
11) Annexure VI: Draft Non-Disclosure Agreement
This Non-Disclosure Agreement ("Non-Disc") is made and entered into _____ day of ______ month
__________ year (effective date) by and between MCGM ("Department") and ________________
("Company")
Whereas, Department and Company have entered into an Agreement ("Agreement") _________________
effective _______________ for ____________________________; and
Whereas, each party desires to disclose to the other party certain information in oral or written form which is
proprietary and confidential to the disclosing party, ("CONFIDENTIAL INFORMATION").
NOW, THEREFORE, in consideration of the foregoing and the covenants and agreements contained herein, the
parties agree as follows:
1. Definitions. As used herein:
(a) The term Confidential Information shall include, without limitation, all information and materials,
furnished by either Party to the other in connection with citizen/users/persons/customers data,
products and/or services, including information transmitted in writing, orally, visually, (e.g. video
terminal display) or on magnetic or optical media, and including all proprietary information, customer
& prospect lists, trade secrets, trade names or proposed trade names, methods and procedures of
operation, commercial or marketing plans, licensed document know-how, ideas, concepts, designs,
drawings, flow charts, diagrams, quality manuals, checklists, guidelines, processes, formulae, source
code materials, specifications, programs, software packages, codes and other intellectual property
relating to the disclosing partys data, computer database, products and/or services. Results of any
tests, sample surveys, analytics, data mining exercises or usages etc. carried out by the receiving party in
connection with the Departments Information including citizen/users/persons/customers personal or
sensitive personal information as defined under any law for the time being in force shall also be
considered Confidential Information.
(b) The term, Department shall include the officers, employees, agents, consultants, contractors and
representatives of Department.
(c) The term, Company shall include the directors, officers, employees, agents, consultants, contractors
and representatives of Company, including its applicable affiliates and subsidiary companies.
2. Protection of Confidential Information. With respect to any Confidential Information disclosed to it
or to which it has access, Company affirms that it shall:
(a) Use the Confidential Information as necessary only in connection with Project and in accordance with
the terms and conditions contained herein;
(b) Maintain the Confidential Information in strict confidence and take all reasonable steps to enforce the
confidentiality obligations imposed hereunder, but in no event take less care with the Confidential
Information that the parties take to protect the confidentiality of its own proprietary and confidential
information and that of its clients;
(c) Not to make or retain copy of any commercial or marketing plans, citizen/users/persons/customers
database, Proposals developed by or originating from Department or any of the prospective clients of
Department except as necessary, under prior written intimation from Department, in connection with
the Project, and ensure that any such copy is immediately returned to Department even without express
demand from Department to do so;
(d) Not disclose or in any way assist or permit the disclosure of any Confidential Information to any other
person or entity without the express written consent of the other party; and
(e) Return to the other party, or destroy, at Departments discretion, any and all Confidential Information
disclosed in a printed form or other permanent record, or in any other tangible form (including without
Bid Document
limitation, all copies, notes, extracts, analyses, studies, summaries, records and reproductions thereof)
immediately upon the earlier to occur of (i) expiration or termination of either partys engagement in
the Project, or (ii) the request of the other party therefore.
(f) Not to discuss with any member of public, media, press, any or any other person about the nature of
arrangement entered between Department and Company or the nature of services to be provided by the
Company to the Department.
3. Onus. Company shall have the burden of proving that any disclosure or use inconsistent with the terms and
conditions hereof falls within any of the following exceptions.
4. Exceptions. These restrictions as enumerated in section 1 of this Agreement shall not apply to any
Confidential Information:
(a) Which is independently developed by Company or lawfully received from another source free of
restriction and without breach of this Agreement; or
(b) After it has become generally available to the public without breach of this Agreement by Company; or
(c) Which at the time of disclosure to Company was known to such party free of restriction and evidenced
by documentation in such partys possession; or
(d) Which Department agrees in writing is free of such restrictions.
(e) Which is received from a third party not subject to the obligation of confidentiality with respect to such
Information;
5. Remedies. Company acknowledges that (a) any actual or threatened disclosure or use of the Confidential
Information by Company would be a breach of this agreement and may cause immediate and irreparable
harm to Department; (b) Company affirms that damages from such disclosure or use by it may be
impossible to measure accurately; and (c) injury sustained by Department may be impossible to calculate
and remedy fully. Therefore, Company acknowledges that in the event of such a breach, Department shall
be entitled to specific performance by Company of Companys obligations contained in this Agreement. In
addition Company shall indemnify Department of the actual and liquidated damages which may be
demanded by Department. Moreover, Department shall be entitled to recover all costs (including
reasonable attorneys fees) which it or they may incur in connection with defending its interests and
enforcement of legal rights arising due to a breach of this agreement by Company.
6. Need to Know. Company shall restrict disclosure of such Confidential Information to its employees
and/or consultants with a need to know (and advise such employees of the obligations assumed herein),
shall use the Confidential Information only for the purposes set forth in the Agreement, and shall not
disclose such Confidential Information to any affiliates, subsidiaries, associates and/or third party without
prior written approval of the disclosing party.
7. Intellectual Property Rights Protection. No license to a party, under any trademark, patent,
copyright, design right, mask work protection right, or any other intellectual property right is either granted
or implied by the conveying of Confidential Information to such party.
8. No Conflict. The parties represent and warrant that the performance of its obligations hereunder do not
and shall not conflict with any other agreement or obligation of the respective parties to which they are a
party or by which the respective parties are bound.
Bid Document
9. Authority. The parties represent and warrant that they have all necessary authority and power to enter
into this Agreement and perform their obligations hereunder.
10. Dispute Resolution. If any difference or dispute arises between the Department and the Company in
connection with the validity, interpretation, implementation or alleged breach of any provision of this
Agreement, any such dispute shall be referred to Municipal Commissioner, MCGM
(a) The arbitration proceedings shall be conducted in accordance with the (Indian) Arbitration &
Conciliation Act, 1996 & amendments thereof.
(b) The place of arbitration shall be Mumbai.
(c) The arbitrators award shall be substantiated in writing and binding on the parties.
(d) The proceedings of arbitration shall be conducted in English language.
(e) The arbitration proceedings shall be completed within a period of 180 days from the date of
reference of the dispute to arbitration.
11. Governing Law. This Agreement shall be interpreted in accordance with and governed by the substantive
and procedural laws of India and the parties hereby consent to the exclusive jurisdiction of Courts and/or
Forums situated at Mumbai, India only.
12. Entire Agreement. This Agreement constitutes the entire understanding and agreement of the parties,
and supersedes all previous or contemporaneous agreement or communications, both oral and written,
representations and under standings among the parties with respect to the subject matter hereof.
13. Amendments. No amendment, modification and/or discharge of this Agreement shall be valid or binding
on the parties unless made in writing and signed on behalf of each of the parties by their respective duly
authorized officers or representatives.
14. Binding Agreement. This Agreement shall be binding upon and inure to the benefit of the parties hereto
and their respective successors and permitted assigns.
15. Severability. It is the intent of the parties that in case any one or more of the provisions contained in this
Agreement shall be held to be invalid or unenforceable in any respect, such provision shall be modified to
the extent necessary to render it, as modified, valid and enforceable under applicable laws, and such
invalidity or unenforceability shall not affect the other provisions of this Agreement.
16. Waiver. If either party should waive any breach of any provision of this Agreement, it shall not thereby be
deemed to have waived any preceding or succeeding breach of the same or any other provision hereof.
17. Survival. Both parties agree that all of their obligations undertaken herein with respect to Confidential
Information received pursuant to this Agreement shall survive till perpetuity even after any expiration or
termination of this Agreement.
18. Non-solicitation. During the term of this Agreement and thereafter for a further period of two (2) years
Company shall not solicit or attempt to solicit Departments employees and/or consultants, for the purpose
of hiring/contract or to proceed to conduct operations/business similar to Department with any employee
and/or consultant of the Department who has knowledge of the Confidential Information, without the prior
Bid Document
written consent of Department. This section will survive irrespective of the fact whether there exists a
commercial relationship between Company and Department.
19. Term. Subject to aforesaid section 17, this Agreement shall remain valid up to 3 years from the effective
date.
IN WITNESS HEREOF, and intending to be legally bound, the parties have executed this Agreement to make it
effective from the date and year first written above.
For Department, For Company
________
Name: Name:
Title: Title:
WITNESSES:
1.
2.
Bid Document
12) Annexure VII: Authorisation letter for attending pre-bid
meeting / bid opening
(to be provided on the letter head of Bidder)
No. Date.
To
The
Mumbai.
Sub: Bid No. due date..
Sir,
We here by authorize Mr./Ms. .as our authorized representative, to represent us
on the following occasion:-
i. Pre-bid Meeting to be held on..ata.m./p.m.
ii. Bid Opening on. at a.m. /p.m.
Kindly permit him to attend the same.
Yours faithfully,
Signature:
Name of signatory:
Designation:
Rubber Stamp:
Bid Document
13) Annexure VIII: Details of current post implementation support
Issues resolved between April 2013 and December 2013 (from SAP Solution Manager)
Sr. No. Module
Resolved
Primary
Support
Resolved
Secondary
Support
Total
1 BASIS 1047 1047
2 CPWM 289 150 439
3 FICO 57 20 77
4 MM 27 10 37
5 HR 13 13
6 PS 14 7 21
7 RE 42 42
8 EP/Portal 1 1
9 SRM 57 2 59
10 FM 1 1
11 ABAP 2 2
12 BW 1 1
13 Others 1 1
Total : 500 1241 1741
Bid Document
Indicative list of locations where SAP support is expected
Sr.
No.
Location Name
1
CA(WSSD)
2
Hydraulic Engineering dept
3
Dy. CA (Octroi), Palton Road
4
Public Relation Officer
5
Disaster Management
6
Chief Officer (Enquiry)
7
Ch. Eng. (Roads & Traffic)
8
Dy. Ch. Eng. BC. CT , Worli (P&D)
9
All Fire Stations - E Ward (Fire Brigades and Workshop)
10
Byculla Fire Brigade
11
Nariman Point Fire Station
12
Colaba fire Station
13
Fort Fire Station
14
Indira Dock Fire Station
15
Mandvi Fire Station
16
Gowalia Tank Fire Station
17
Memon Wada Fire Station
18
Sewri Fire Station
19
Dadar Fire Station
20
Shivaji Park Fire Station
21
Dharavi Fire Station
22
Rawali Camp Fire station
23
Wadala Fire Station
24
Worli Fire Station
25
BKC Fire Station
26
Vileparle Fire Station
27
Chincholi Fire Station
28
Dahisar Fire Station
29
Borivali Fire Station
30
Kandivali Fire Station
31
Kurla Kamani Fire Station
32
Chembur Fire Station
33
Vikhroli Fire Station
34
Mulund Fire Station
35
Gawanpada Fire Station
36
Deonar Fire Station
37
Marol Fire Station
38
Goregaon Fire Station
39
Andheri Fire Station
40
Dhindoshi Fire Station
41
Bandra Fire Station
42
All City Zone Garages
43
D-Ward Garage, Ambulance Garage
44
Prabhadevi Garage, G-North Garage, Worli Garage
45
Dadar Garage, Motor Shop Garage, Unit Section
46
All Garages Western Division
47
Santacruz Garage, Santacruz Central Workshop
48
Malad Garage
49
Borivali Garage
Bid Document
50
Gorai Garage
51
All Garages Eastern Division
52
Transport Eastern Suburbs, Pantnagar
53
Powai Garage
54
Panjarapur Garage
55
Kapurbawadi Garage
56
Nityanand Nagar Garage, Ghatkopar
57
Pantnagar Garage, Ghatkopar
58
Kurla garage
59
Mulund Garage
60
Chembur Garage
61
Meatvan Garage
62
Bulldozer Garage
63
All WSSD Garages-City Division (Garlic Garage, Chinchpokali Garage, BT Garage)
64
JVDS Garage - WSSD (All Western Suburb)
65
Sewerage Projects-ME & SP
66
Fort (A Ward)
67
AJB ENT Hospital
68
B-Ward (Opp. JJ Hospital)
69
Sewerage Operation City (SO Dept)
70
Municipal Eye Hosp, Kamathi
71
Chandanwadi (C Ward)
72
Nana Chowk (D ward)
73
H.E.Dept(construction) - Kennedy bridge
74
Road-City, Grant Road
75
DMC Zone I
76
Byculla (E - Ward)
77
B.Y.L.Nair Charit.Hosp
78
Kasturba Hospital
79
CPA, Byculla
80
(MPP) Cement Godown Printing Press
81
Ch. Eng. (M&E)/ M & E (DY.CE M& E)
82
E.E Maintenance (Meter Workshop), H. E. , Byculla
83
Dy. Chief Engineer (SWD) M & E, Worli (Planning Cell)
84
F/N Ward (Matunga)
85
Acworth Hospital Wadala
86
Sion Hospital (LTMG)
87
LTMG Hospital
88
LTMG Hospital
89
DMC (Education)
90
DMC Zone II, FS, Parel
91
F/S Ward, Parel
92
KEM Hospital, Parel
93
KEM Hospital, Parel
94
KEM Engineering
95
GTB Hosp. Sewree
96
Power Laundry, Bhoiwada (Municipal Laundry)
97
G/N Ward, Dadar
98
G/S Ward, NM Joshi Marg, Elphinstone
99
Worli Laboratory
100
Asphalt Plant, Nr.Garage.
101
Emergency Repair Cell, Worli
102
Globe Mill Pumping Station
Bid Document
103
Dy. H.E. (City) Purchase/Store - Worli
104
SO (EE) Mech, Love Grove Pumping Station, Worli
105
Dy. Ch. Eng. (MUTP and Bridge )
106
Dy. Ch. Engineer (Traffic)
107
Sewerage Operation (Civil)
108
SO (Transport dept.)
109 Environment and Civil Department (SWM Central store)
110
SWD (M&E) Project
111
MSDP1
112
Sant'Cruz E (H/E)
113
Bandra-W , H/Ward
114
K.B. Bhabha Hospital
115
H/West-Bandra(Sewerage operation)
116
DA Suburb Office-Bandra West
117
Scientist Incharge Dept.
118
K/East Ward - Andheri -E (A.C.)
119
Dinanath Mangeshkar Naatyagriha
120
DMC Zone III
121
DMC Zone IV
122
Andheri-W (K-West)
123
R.N. Cooper Municipal Hospital
124
Varsova Pumping Station
125
Versova Pumping Station (SOMS)
126
Versova Pumping Station (SO)
127
Malad-W, PN Ward
128
Goregaon-W,P/S ward
129
Siddharth Hospital
130
Dahisar-W, R/North
131
Hiralal Bhagwati Hosp
132
Borivli-W (R/C Ward)
133
CTIRC, Borivali
134
Prabodhankar Thackeray Natya Mandir
135
DMC Zone VII
136
Kandivali-W, R/S ward
137
Centenary Hosp,Kandivali
138
SVP Swimming Pool, Kandivali
139
L Ward-Kurla
140
Kurla Bhabha Hosp
141
Govandi (M/East)
142
Centenary Shatabdi Hosp,Govandi
143
Deonar Abattoir
144
Chembur (A.C.), M/West Chembur
145
D.M.Mehta(MAA) Hosp
146
DMC Zone-V Office
147
Sewerage Operation- Ghatkopar Pumping Station
148
Ghatkopar Pumping Station (M.S) ES
149
Ghatkopar Pumping Station (S.O) ES
150
DMC Zone VI, N ward (Ghatkoper)
151
Ghatkopar-E (N-Ward)
152
Sant Muktabai Hosp, Ghatkopar
153
Rajawadi Mun.Hosp
154
S ward - Bhandup-W
155
K.M.G. Phule Mun.Gen. Hosp.
156
WSP Powai
Bid Document
157
T ward Devidayal road, Mulund-W
158
M.T. Agarwal Mun.Hosp
159
S.V.D.Sawarkar Hosp
160
Hydraulic Dept.PisePanjrapur
161
SWM (ENV) Zone-I
162
SWM (ENV) Zone-II
163
Building & Proposal, Kandivili
164 Tansa and Modaksagar Storage/ Modaksagar Garage
165
(SP), Cement Godown, Byculla
166
Chief Security Officer
167
Building Proposal, Vikhroli
168
Kasturba Mun. Gen. Hospital, Borivali
169
Bandra Garage
170
AC Estate, Palton Road (RE)
171
Agripada Garage, Asphalt Garage
172
DMC-Vigilance Department
173
Sewerage Projects[EE(SP)]
174
HE Yard Ghatkopar
175
Pantnagar Roads [EE(RT)]
176
EE (BC)
177
SWD pant nagar [EE(SWD)]
178
Dy. HE. Deptt. At Bhandup Comp
179
Hydraulic Dept/WSP, Balkum, Thane
180
Kapurbawdi HE Dept, Thane
181
E.E (M&E) eastern subs.,
182
Municipal Workshop (M & E)
183
Municipal Workshop (Refrigerarion)
184
Municipal Workshop (Mech. South)
185
Nair Dental Hosp
186
SO City-1, Dadar
187
SWD Dept
188
V.N.Desai Mun.Hosp
189
M & E Dept(WS)
190
Bldg and construction Dept.(WS)
191
M.W.Desai Mun.Hosp
192
S.K. Patil Mun.Hosp
193
Malwani Fire Station, Malad
Bid Document
14) Annexure IX: Indicative Training Plan
Note The information provided below is for base reference to the Service Provider in order to carry out
trainings and may not have the complete list of activities for all applicable stakeholders. Depending on the
type of the training module, several activities may either get added or removed.
Sr.
No.
Business
Process
Phase/Activity
MCGM (Role) Service Provider (Role) FMS
Team(Role)
1 Training Plan Identify key topics for
the training along with
the service provider
addressing the
following:
i)A Measure: An
Indication of what
is expected to be
delivered by this
training?
ii)Level: How much
depth is to be covered?
iii)Time Frame: When
it is to be covered?
Create a training plan detailing the
various areas/processes wherein it
would impart training to its users
based on their
roles/responsibilities/business
processes adherence policies, etc.
Outline the Scope of the Training
by clearly outlining the impact of
the project on the following:
i)Business Process (In
Scope/Out of Scope/Uncertain)
ii)Constituencies/Areas (In
Scope/Out of Scope/Uncertain)
iii)Systems within the IT
Landscape(In Scope/Out of
Scope/Uncertain)
iv) Technical Support
Components (Software,
Hardware, Development, Training
and Production
environments)
v)Study the
Interdependencies of this
Project with Other Projects and
Other Groups(internal/external)
Provide the
list/details of all
the
activities/nature of
tasks which it
undertakes along
with the Service
Provider
Representatives from
departments would
highlight the major pain
areas in their day-to-day
operations in SAP and
their redressal would
also be included in the
training.
Provide details about the
readiness/preparedness of the
respective end users of various
MCGM
Departments objectively so that
MCGM IT
acknowledges and understands
the
need/extent to which the planning
needs to be done in detail. This
would also help the Primary
Support Team to work more
efficiently and effectively post
Bid Document
transition when the gaps need to
be addressed.
2 Training Sign-
up
Identify the combination
of resources (both from
IT as well as from other
departments) who
posses both
business/functional and
technical skill sets on the
SAP platform eligible for
the training.
Allocate/assign a training
coordinator for, Primary Team
resource and Secondary Team
resource for addressing issues /
queries raised by MCGM
IT/Departments during this
training.
Allocate/assign a
dedicated resource
from the team for
addressing queries
raised by MCGM
IT/Departments
during this
transition phase.
Identify the roles and
responsibilities of each
team member clearly
stating expectations
from the training.
Provide a detailed list of
executables/master data
maintenance details for the
training module/Ward which it
currently undertakes/runs in the
SAP Production System to MCGM
for its review before the training.
Ensure maximum
availability of
competent
resources at all
times to get trained
to start with. Also
any queries/non-
clarity of the
processes
explained/trained
needs to be
immediately
brought to the
notice of the
relevant trainer.
Ensure smooth and continuous
communication with all the
stakeholders of different
departments to ensure all the
team members/representatives
are on the same page of the
training
Measure and highlight
preparedness/efficiency of the
respective MCGM End Users for
the training and assist MCGM in
preparing pre-requisites for the
training
3 Prepare and
share Training
Material
Seek User Manuals/Job
Aids from the respective
trainer (Support
Primary/Secondary
Team) for quick review
and circulation by the
MCGM IT Team.
Prepare new material to
identify/classify the activities that
would constitute content for the
training (including but not limited
to Master Data Maintenance,
Executable Transactions,
Configuration Changes,
Customized Reports, Customized
Programs etc.)
Highlight the areas
in which the FMS
team seeks training
from the Service
Provider based on
the engagement
with MCGM and
its business
framework within.
Bid Document
This detailed
requirement needs
to be forwarded to
MCGM IT Team
for
review/approval
for better clarity
amongst the
relevant
stakeholders.
Highlight the areas of
improvement on
training material from a
business process
perspective, if any, to the
Service Provider so that
it can plan to address the
same accordingly.
Provide timelines against the
training and forward it to MCGM
IT Team for review/approval. It
needs to provide details such as
timing of training courses,
definition of training
content(curriculum), detailed
training schedule, training
logistics(trainers, location,
systems, training material etc.) to
the MCGM IT Team so that the
review/approval process becomes
more tangible/definitive as well.
Provide relevant
assistance to the
Service provider in
creating and
maintaining the
training material
prepared by the
Service Provider
Prepare Process Documents/Job
Aides/User Manuals in all the
areas of training imparted and
hand it over to the respective
departments/MCGM IT
accordingly for their perusal.
4 Training Ensure that sufficient
time/importance is
given to the training
being imparted by the
Service Provider
(Primary/Secondary) by
ensuring that all the
resources are made
available for training
without any delay.
Devise the training delivery
methods(Classroom training at
single point/multiple points/e-
learning for a section of users, if
relevant).
Use different methodologies while
imparting training to the MCGM
end-users to ensure
efficient/effective training
mechanism is followed thereby
ensuring MCGM derives the
maximum value out of the
training.
Bring to the
attention of
MCGM, any
existing challenges
faced by the team
for transition
related training. If
it has any selective
criteria in terms of
issues involve a
combination of
both
Basis/Functional
involvement,
solutions need to
be addressed in the
same forum.
Give feedback to the
respective trainer
acknowledging receipt of
training after the
respective
Departments/Wards are
completely satisfied with
the quality/content of
the training provided.
Get feedback from the respective
departments/MCGM IT Team to
get it validated/certified and also
brief MCGM IT Team about the
readiness of the MCGM End Users
now post training to handle the
business processes/executables
based on their
roles/responsibilities on their own
Provide feedback
to the trainer(s)
after it is
completely
satisfied with the
methodology,
content and quality
of training
provided whereby
Bid Document
now. gaps, if any, are
identified and
efforts
made/planned to
bridge the same
with MCGM IT
Team's
involvement/facilit
ation.
If MCGM finds that the
training imparted was
not satisfactory (through
feedback), MCGM shall
raise their concerns and
the Service Provider has
to arrange for better
trainers/content of
training (subject to SLAs
defined) at no additional
cost.
5 Shadowing
Phase
Ensure that all the
relevant End Users (both
IT and Department)
have been
communicated clearly,
effectively and with the
requisite Authorization
for their
roles/responsibilities
and the transactions
which they ought to
perform post receiving
the training in the SAP
Production System.
Detail/document the list/number
of issues which were worked upon
by the Service Provider for this
module during the contract
period.
Provide a checklist of activities
which it had provided earlier to
MCGM IT Team detailing the list
of executables which it was
assisting the Users in performing
end-to-end previously.
Highlight issues
which the Service
Provider has
addressed and
understand the
business/technical
logic behind their
resolution in the
real time
environment.
Define what MCGM
expects from different
stakeholders during this
phase and how it intends
to ensure that any
identified issues are
given utmost importance
and efforts are made to
resolve them at the
earliest.
Document how issues were
resolved along with scenarios that
led to the issue that would serve as
regression test suite available for
execution to MCGM End User.
Keep a list of open
issues as on the
shadowing phase
and checking the
options of
resolution from the
Service Provider
accordingly.
Keep a track of all the
issues which the Service
Provider has addressed
and validate if the same
repeats during the
reverse shadow phase or
any other issues that
may have been
introduced.
Bid Document
6 Reverse
Shadowing
Phase
Take the ownership of
respective activities
independent of the
Service Provider and
check efficiency of
trained resources post
the training/shadowing
phase to get an objective
view of their system
handling status.
Account for the result of the
operations and transactions
executed by MCGM.
Assess MCGM's
capability to
handle various
issues on its own
with minimal
intervention from
the Service
Provider.
Communicate the
timeframe left for the
actual transition of the
module clearly to all the
department/wards to
flag potential issues for
which resolution could
be planned
Detail/document the list of issues
which it assisted with at this stage
and share a tentative timeline for
resolution of pending issues, if
any.
List down issues
which are specific
to
MCGM/customize
d and were not
covered during the
training phase but
has impacted
MCGM during this
phase.
7 Sign-Off Ensure transition of
module has occurred
smoothly without any
unaddressed issues and
provide sign-off to
service provider for the
training and give sign-
off after the respective
Departments/Wards are
completely satisfied with
the quality/content of
the training provided.
At the end of this phase, the
Service Provider would have to
obtain sign-off from
departments/Wards for the
training and transition based on a
checklist prepared by the Service
Provider in conjunction with
MCGM which could typically
contain the following parameters:
i) Training coincided with the
actual business process/real time
scenarios?
ii) Availability of Job Aides/User
Manuals/Process Documents for
all the relevant
transactions/scenarios.
iii)Non-existence of any
dependencies which could hamper
their day-to-day smooth handling
etc.
Provide sign-off to
the trainer(s) after
it is completely
satisfied with the
methodology,
content and quality
of training
provided whereby
gaps, if any, are
identified and
efforts
made/planned to
bridge the same
with MCGM's
involvement/facilit
ation.
Bid Document
15) Annexure X: High Level Note on Portal
15.1 Introduction
MCGM launched a portal dedicated for its citizens back in 2007. The portal provided information about
various departments as well as several citizen services. During conception, MCGM envisaged that the portal
would become an integral part of the citizen service offering where the general public could access information
about the corporation. However, after the portal was first developed, there was limited or no change in the
look and feel or content of the portal. The need to keep the portal recent and user friendly became inevitable
with criticism growing from several stakeholders.
Now, as MCGM decides to revamp its portal, it is imperative that the revamped portal address all issues
holistically. Generally, end-users across an array of industries use both internal and external portals to access
multiple enterprise applications and data sources, via personalized and localized interfaces. To be effective,
these portals must deliver easy and fast portal navigation, a personalized experience, and high levels of
security to protect sensitive corporate data. To meet these diverse needs, MCGM needs to bring in an agency,
to perform the technically challenging tasks of cross-enterprise data access, seamless information integration,
and speedy, intuitive navigation of personalized data views. Moreover, in order to serve a large numbers of
users throughout the corporation and beyond, the portal needs to meet with unparalleled levels of flexibility,
scalability, and reliability.
It also needs to be emphasized that this annexure is only an indicative high level concept document for the
envisaged enterprise portal at MCGM. The actual high level scope and features may get added, removed or
updated at any point during the requirements gathering phase for this project. The note in its current form
outlines the vision statement, features and major requirements prerequisites for a large-scale, intra- and
extranet portal that enables fast, seamless access to enterprise information for all types of users.
15.2 Enterprise Portal - Vision
An Enterprise Portal combines features and functionality such that the size and complexity of this project will
depend on several factors including the number of departments and their functions within MCGM, size and
locations of the end-user population (both internal and external) and the number of systems that must be
integrated into the portal. In addition, the selection of the portal type will have a direct bearing on the specific
tools that will be selected. Since the correct solution for MCGM will (most likely) be a combination of portal
types, a clear vision must be established prior to moving to the next phases of the portal project.
The vision for this portal, as envisaged, is given as below
To use the portal as a powerful instrument for the civic body in
1. Empowering a citizen-centric interactive model of governance.
2. Informing & Catalyzing the use of existing services as well as paving way for new electronic services
which are not yet available.
3. Opening up information channels for more citizen engagement and increased accountability.
4. Image Building that ensures acceptance and trust of citizens.
To design a citizen-centric interactive portal, it is important to identify different citizen segments that are likely
to use the portal and build appropriate scenarios for the use through an interactive methodology thereby
empowering the citizen with a portfolio of services offered by MCGM. This portfolio of services - divided
into informational and transactional services have to be informed to citizens by creating awareness and
subsequently catalyze the use of such services via the portal. This would, in turn, facilitate and open up
information and delivery channels to have citizens engaged in collective governance of this city and
increase transparency. Finally, the portal should provide a consistent and unified image of the Government
in the minds of citizens regardless of the delivery channel used for services offered. The portal should be
perceived as a great customer-experience by the citizens.
Bid Document
15.3 Enterprise Portal - Features
An Enterprise Portal is typically a blending of technologies, including relational and multidimensional
databases, client/server architecture, extraction/transformation programs, graphical user interfaces, content-
management servers, search tools, automated classification engines, content catalogues, extensible mark up
language tools, directories, etc. Portal features are those capabilities of the portal that the end-users want to see
in their portal. Some of the salient features of MCGMs Enterprise Portal should be
1. Single Sign-On between users and various systems.
2. Integration of applications and services across different departments under one umbrella.
3. Search and Navigation of content based on user role.
4. Personalization and Customization of layout, content and navigation.
5. Collaboration services for knowledge exchange and management.
6. Business Intelligence and MIS for reporting and analytics.
7. Social Media Integration for notifications, alerts, reminders and updates on content.
1. Single Sign-On
Single Sign On (SSO) (also known as Enterprise Single Sign On or "ESSO") is the ability for a user to enter the
same id and password to logon to multiple applications within an enterprise. However, as passwords are the
least secure authentication mechanism, more than one type of authentication mechanism is used depending on
the enterprise risk models.
When implemented in MCGM, users logging on with their id and password would gain them access to low risk
information and multiple applications on the enterprise portal. However, when the user tries to access higher
risk applications and information, like the SRM module of SAP, the single sign on software requires them to use
a stronger form of authentication. This may include digital certificates, security tokens, smart cards, biometrics
or combinations thereof.
There would be several benefits of using a Single Sign-On at MCGM. Some of them are -
Ability to enforce uniform enterprise authentication and/or authorization policies across MCGM
End to end user audit sessions that will improve security reporting and auditing.
Significant password help desk cost savings with use of self service tools.
Most modern single sign on systems use LDAP (Lightweight Directory Access Protocol) directories to store the
authentication and authorization policies. The LDAP directories are made for high performance lookups thus
addressing the high traffic load. Further, the LDAP directories are often the source for the single sign on system
to authenticate against. At MCGM, we already have LDAP directories in place that shall facilitate single sign-on.
2. Integration Application & Services
The hallmark of a portal is integration. Portals provide single points of access to applications across the
enterprise. These applications all function within the integrated framework of the portal but to varying degrees.
At one end of the spectrum we have shallow integration, which brings applications together at the interface
level. For example, utility applications (such as those implemented in SAP) are all accessible from a single
location in the portal and so, in a limited sense, are integrated within the portal framework. The business driver
behind integration is the fact that interconnection between various IT systems become possible and any data
dependency required to complete a single business operation can be streamlined.
Application integration is not a new IT process, but the methods for conducting Enterprise Architecture
Integration (EAI) are becoming better understood. The most commonly used approach is to standardize on a
middleware model in which applications serve data to a middleware broker or mechanism that is responsible
for getting the data to its ultimate destination in the appropriate format. Middleware for enterprise information
exchange is essential for many portal applications.
Bid Document
The promise of portals, that is, the efficiency gained by using a single point of access to multiple business
processes and applications, depends on the systems' ability to complete logical business processes regardless of
the underlying application architecture. For example, a citizen making payments on taxes (say property) should
be able to see the amounts due for the property owned by him/her. The goal is to isolate the users from
implementation details that are irrelevant from their perspective and to ensure that the integrity of business
processes is respected.
3. Search & Navigation
Because MCGMs portal will be serving a wide variety of users across a broad spectrum of sophistication and
training levels, it is vital that the information presented on a portal be easily searchable and navigable. Users
should be able to quickly locate the information they need, drill into it for more detail, hyperlink to related
information, and search for relevant accompanying data. The Web Portal shall use industry-standard Web
editors to integrate and customize interfaces to align with each portal's look and feel, so that retrieved
information looks to end-users like simply another set of Web pages within their portal. A unique context-
sensitive search based on user role will enable users to search across single or multiple Web pages
simultaneously.
Similarly, speedy data access and navigation is just as important as ease of use. "Access to information" is the
most important measurable benefit of any enterprise portal. This requirement is especially critical to external
facing portals, since citizens, vendors, visitors, employees and other users who cannot get quick access to the
information can turn them away from the portal which in turn can be detrimental to the image of the Municipal
Corporation.
4. Personalization & Customization
Personalization & Customization form an integral part of what is known as Adaptive Content Services of an
Enterprise Portal. Adaptive content services change the content provided to a user based on the needs and
interests of the user. All these methods require database support.
Personalization refers to things that the portal does knowing who the user is and based on information saved
about the user. This is sort of a push model. For example, if the user is of Health Department, the portal could
show one set of content relevant to the Health Department; if the user is of Solid Waste Management, then the
portal shows a different set of content. Automated personalization uses a range of data mining techniques to
group or cluster similar types of users and identifies services the user is most likely to use on the portal. By
analyzing the portal viewing or using patterns of an individual to identify another set of services that individual
is likely to use once a service is availed can be best mapped by this feature. For example, a commercial property
purchased within Mumbai to be used as a shop will not only have to register the shop but also apply for a
traders license which can also be applied for within the portal. Hence, past behaviour of an individual can be
used as a guide to find content or services that would be of interest to the individual.
Customization refers to things that the user does to see the changes; that is, it is something the user decides. It
is sort of like a pull model. Customization uses direct user feedback, for example, from different citizens, user
departments and other stakeholders, to create an interest profile. This technique allows users to map portal
content they need to their account profile. Therefore, each time the user logs on to the portal, he/she gets a
customized view having all relevant information across the portal. Customization helps users save time from
unnecessary navigation while at the same time gain quick access to relevant information during their session.
5. Collaboration Services
Collaboration services are a part of Enterprise Portals as Knowledge Management and Exchange applications
that include services as:
E-mail
Threaded discussions
Instant messaging
Expert database
Video conferencing
Most of these services generally exist easily outside of the portal, but the value proposition of integrating them
in the application server is that users have a single point of access, but more importantly, their integration
improves the usefulness of individual tools. For example, integration of the Document Management System of
scanned office files can be readily shared and referred to in threaded discussions with external users on the
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portal via RTI request. Similarly, searching in an expert database for information pertaining to a specific
department within MCGM with a few keywords provides links to a number of individuals and their profiles as
well as links to discussion threads containing postings made by officials. After reviewing several topics, the user
identifies an expert who is likely to have the needed answer and starts a conversation via E-mail.
6. Business Intelligence & MIS Reporting
Business intelligence is the practice of analyzing operational information to measure, analyze, control and
managing procurement, accounting, finance, and other key sectors of the enterprise. The information needed to
manage a corporation like MCGM is often spread across a diverse range of financial, audit and delivery of
services to its citizens. The role of business intelligence systems is to bring that information together and
provide users with easy and fast access to key measures of MCGMs performance.
Portals are the most effective delivery mechanism for getting this information out to the broad range of users
who now depend on business intelligence to get their jobs done. In addition to the need for information about
operational performance, key officials within the organization (like Commissioners and the Head of
Departments) need access to specialized analytic services. Like business intelligence applications, these analytic
services are most effectively deployed through portals.
For an organization like MCGM, creating information systems to optimize specific operations, such as
accounting, CRM, and ERP is imperative. These systems are designed to allow rapid access to specific
information, such as the status of an invoice, a customer record, or the inventory level of a specific component.
For example, CA from the Finance Department may need to know all outstanding invoices by month for the last
twelve months and the Municipal Commissioner would like to monitor budget consumption by a particular
department within MCGM. Tracking these kinds of measures is not an essential function of the operational
systems that manage details about transactions rather than aggregate measures over those transactions.
Apart from transactional level information, MCGM needs reporting tools ranging from predefined reports that
are generated automatically and distributed to users based on roles to advanced data warehousing tools for
forecasting. The most commonly used tool is the dashboard. Dashboards are reporting tools that display key
performance indicators. These are especially useful for executives (like Commissioners and Head of
Departments) and others who need a high-level view of an organization or operation. Key performance
indicators can include measures of real-time progress on particular work orders, quality assurance measures,
citizen satisfaction indicators, revenue projections, and other information pertaining to MCGM.
7. Social Media Integration
The power of social media in the world of web marketing and branding is undisputable, which is why it makes
sense to tap this power for MCGMs enterprise portal. Social media sites will grant MCGM access to the millions
of citizens within the city who spend a considerable amount of time of their day on these sites.
One of the most commonly added plug-ins is from Facebook, which can be attributed to the website being the
leading choice of identity among users signing into this site. The Like button on Facebook serves as a great
plug-in for user portals, as it is amongst the most well-recognized symbols of approval in the online world.
MCGM can choose to integrate this plug-in on a specific URL, or on every page of its portal. Along with serving
as social proof of your contents likeability, this plug-in will also help MCGM connect with the entire social circle
of every user who clicks on it. Moreover, such plug-ins can be powerful tools in measuring the pulse of the
citizens on how the city and the corporation are doing. An initiative via Facebook has already been launched.
However, its integration with the portal is very limited and needs to be addressed more holistically.
Other social plug-ins like social toolbar help you to list all the social networks that MCGM is on, for example say
Twitter, Google+, LinkedIn, etc. at the bottom of the portal, encouraging users to follow MCGM on these social
networks. These plug-ins also provide for additional features such as a complete display of latest tweets as well
as other sharing options. Similarly, YouTube plug-in would cater to the media content on the portal. Further,
MCGM could also explore the world photo sites like Tumblr, using tools like Tumblr Widget to add Tumblr
photos in a sidebar on its webpage.
15.4 A Citizen Centric Model
1. Overview
A Citizen centric model for an enterprise portal involves designing of services from the end users point of view
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rather than of the governments. A silo approach, like the way services are offered currently in MCGM, would
not provide the result as expected from the computerization efforts put by MCGM. The benefits have to be
directly visible and translated into economic and social gains to the citizens.
In the current portal implementation, citizens are expected to go to the service counters (also known as Cyber
CFCs) situated at the different locations across the city for availing services. Some transactions even require
citizens to go from one counter to another which is at a different location. As a result, the turnaround times for
availing services tend to be very high. Moreover, as the situation stands today it is extremely difficult to know
the actual process being followed inside a particular department and from where the service is being offered
along with the current status of the application request. It is, therefore, crucial that the portal be designed
keeping in view the end users perspective in mind as a well designed portal shall ensure and encourage citizens
to avail services through this portal.
2. Objectives
There are three primary objectives of citizen centric portal. They are as given below:
a) Availability
One of the objectives of a citizen centric portal is to make the service available round the clock. If the e-
Governance portals are designed in a way that it is integrated with different government department
applications and provides access to the citizen and businesses, then the services can be made available
through the portal at real time. This will help the citizen in reducing their waiting time at the
department counter and at the same time will help them in using the services outside of their working
hours.
b) Transparency, Efficiency & Security
Another objective is to provide transparent, efficient and secured delivery of service to the citizens. As
these services would be integrated through the portal, the citizen and businesses can track the status of
their service request and get all the information required to avail the service. This would allow the
citizen and vendors/suppliers to better understand the process and workings of the particular
department. The portal would also assist department employees in gathering required information to
provide the service and in turn increase the efficiency of the department resources. Moreover, when the
portal also allows the citizen and businesses to perform the transactions securely it also paves way for
improvement in the quality of service provided by the different departments.
Efficiency is mediated via citizen use and public value into effectiveness. Efficiency is the operation of
the governance process in a way that continues to demonstrate cost benefits; more for the same, the
same for less. Effectiveness comes from the use of efficient processes to construct service portfolios that
deliver value for all stakeholders. A flexible organisational behaviour and relationship management
with citizens will thus help manage the transformation of efficiency into effectiveness.
Likewise, since the MCGM portal will provide access to a multitude of applications to its citizens, over
the Internet, system security is an important consideration. A successful and secure portal would ideally
have a combination of techniques:
Identity management and single sign-on services
Enterprise directories
Role-based access schemes
Rule-based access schemes
Identity management and single sign-on services ease administration, reduce help desk support calls,
and make it easier to use applications. Enterprise directories support identity and authorization
systems by providing a centralized source of information on individual and group attributes. (For
example, a resident individual of the city shall be classified as an External user). These attributes are in
turn used to manage roles assigned to individual users and rules defined to control the use of resources.
(For example, a resident individual may be granted access to certain pages and documents on the portal
but not the ones that have been classified for internal use only.)
c) Quality
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As Citizen-centricity is all about turning the focus of government around- looking at the service delivery
though the eyes of the citizens (so that the needs of the citizens come first) rather than operational or
other imperatives of the government system, a quality approach to this model will enable the
government
To improve service delivery levels.
To increase usage of online services, thereby improve sustainability and encourage investment
in e-governance.
To improve citizen satisfaction with government services.
To improve the overall quality of life.
3. Stakeholders
Each "owner" of information or provider of a service within MCGM is a stake-holder. An important key to the
success for a consolidated effort is achieving agreement on the goals of the portal, common interface and
presentation standard and common technology architecture.
A citizen-centric model will affect three non discrete groups of people pertaining to e-Governance services
Politicians and Policy Makers - those that affect policy and regulatory environment within MCGM.
These may include high level executives of the city/state/country and of the corporation.
Enablers - those who are tasked with enabling the policy through organisational and operational
strategy within MCGM. These would be the mid-level executives and other employees of MCGM
responsible for the portfolio of services offered by MCGM.
End Users - those who are the recipients/consumers of services. These include Resident Individuals,
Corporate Entities, Students and General visitors.
a) Politicians & Policy Makers
For these stakeholders, the MCGM Portal shall be a central point in achieving two important goals:
reducing the cost of government, and delivering quality services to customers (businesses and citizens).
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Additionally, the portal can be leveraged by these users for
Reforming the legislative and regulatory frameworks and maximising accessibility of services
through relevant electronic delivery channels.
Providing sustainable investment and business models for agencies that are tasked with building
e-Governance services.
Setting up a new vision of government that combines the characteristics: lighter, simpler,
swifter, available and more importantly trusted.
This, in turn, shall set the foundation stone for delivering citizen services in essence the producer
dimension. They would also maximise the consumption dimension (the uptake, use and impact of
citizen centric services) by:
Being transparent with the citizens, for instance, by letting them know what is being done with
citizen information. For instance, a simple RTI application system can help achieve greater level
of transparency.
Build trust of citizens in as custodians of their information; citizens need to be confident that
their data are not being misused, and that their data are securely held. For instance, creation of
citizen forums and discussion boards can be seen as means for strengthening relationship
between citizens and government officials.
b) Enablers
For the enablers, it is about what type of organisation MCGM is, what type of organisation it can
become, and how much organisational independence MCGM has. A combination of characteristics such
as strong independence in financial and staff planning, flexibility in the development of the citizen
services and its strategy, and constructive relationships with citizens and businesses are essential to the
success of MCGM.
For MCGM, implemented services that form the income stream for government: taxes, customs and
excise, licensing etc. are described as procedural services. There is a direct relationship between
electronic service use and cost-effectiveness where the cost of collecting a unit of income can be reduced
through customers using electronic channels. More challenging is the electronic delivery of all or part of
welfare services, typical examples being health and social services.
A portal facilitating these services helps build critical relationship with citizens through two major
processes which form customer relationship management. First is the process of understanding the
needs and behaviours of citizens. Second is the process of developing citizen trust in the use of your
electronic services. Here by providing citizen-centric design, about using personas (profiles relating to
the needs and characteristics of various typical citizens) and segmentation to identify and understand
citizen needs.
c) Consumers
The consumers of citizen services include both individual citizens, and the important intermediary
organizations which represent and help citizens, and groups of citizens for a participative and trusting
relationship. From a citizens perspective, the MCGM portal should be a medium to -
Understand the relationships between rights of citizens to receive services from the government,
and their obligations when using them.
Understand the use of personal information of citizens, and delivering the right services to them.
4. Services Classification
In designing a citizen centric e-Governance portal, it is important to categorize citizen services for different
citizen segments that are likely to use the portal and build appropriate scenarios for the use through an
interactive methodology and use the same in designing the portfolio of services. The portfolio of services is
divided into- Informational and Transactional services. The former is easier to provide but the later one
requires reengineering of the processes being used in the government departments and back-end
preparedness of the department.
The portal should facilitate to provide the services through multiple delivery channels. It should provide a
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consistent and unified face of the Government regardless of the delivery channel used by the Citizen. The
portal should be perceived as a great customer-experience by the citizens. This is possible by creating a
virtuous cycle of good image -> great customer experience -> better image -> greater customer experience.
MCGM offers around 120 services to its citizens through 68 departments. And while a few of them are currently
online available via CyberCFC services, the remaining services are scheduled to go live soon. These services can
be primarily classified into the following:
Resident
o Taxes: These include payment of resident property tax, water tax, etc.
o Health Care: These include Birth/ Death registrations and issue of Birth/Death Certificates,
registration and renewal of Nursing Homes and Sonography Centers, etc.
o Public Utilities: These include issuing a new water line connection, etc.
o Licensing: These include application, renewal and cancellation of dog license, etc.
o Civic Amenities: These include application of
Permissions for Tree cutting/trimming, beautification of gardens (Saaf Aangan
Scheme), religious permissions, social permissions, political permissions, election
permissions, shooting permissions & sports in the playground, etc.
Pay & Park, Drainage Connection - First Street Connection, Erection of Temporary
Chowki, Renewal of Temporary Chowki, Street Light Connection, Trenches - New
Layout & Repairs and Faults, Handing Over of Road - Set Back Area.
o Citizen Forum: These include complaint registration, checking status of existing complaint,
raising an RTI request, having citizen discussion boards and forums, pothole tracking, etc.
Corporate
o Taxes: These include payment of corporate property tax, water tax, etc.
o Tendering: This includes a system for procurement/supply/maintenance/installation of
products/services for MCGM via an online tendering system.
o License Registration and Permits: These include registration for new license/permit,
Renewal of license/registration, Change or transfer of license/registration, amalgamation of
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license, cancellation of license/registration, restoration of license, supplementary or ancillary
license (whichever applicable) for
Manufacturing, storage or trade of any commodity/activity including eating houses,
restaurants, manufacturing drugs, medical shops, manufacturing and/or sale of milk
and milk products, condiments, aerated water, ice factories, etc.
MFPA (Maharashtra Prevention of Food Adulteration)
Registration Certificate
Water Tankers
Trading
Hawkers
Amalgamation Stalls
Outside Meat and Cold Storage
Certain projections projected on street are allowed to be attached to the premises on
ground floor of the building abutting on the Municipal street / footpath/ property.
Display of Advertisements -
hoardings by means of surface or structure erected on ground or any portion of
a roof of a building or on/above the parapet, with characters, letters or
illustrations
By means of neon-signs, wall paintings or letters on balloons and
advertisement on business premises such as shops, showrooms, cinema
theatres, petrol pumps and offices, etc.
On a vehicle.
Factory Permit/ Flour Mill Permit, Balcony Enclosure, Loft Permission, WCC
Permission, Repair Permission and Temporary Monsoon Shed/ Mandap permission
within private premises.
o Real Estate & Construction: This includes the online building plan approval system.
Visitor
o About Mumbai: This informational service covers facts, figures and general information
about the city.
o Places to Visit: This informational service covers places that are a must visit within Mumbai.
o Getting Around: This informational service covers all transit modes within the city, along
with links to schedules to each of the transit modes.
o Culture & Recreation: This informational service includes recreational facilities and parks
within Mumbai and also highlight cultural and leisure events that are lined up in schedule.
Student
o Reports: This informational service covers results of examinations all students studying at
municipal schools within Mumbai, their performance and measures level of literacy within each
of these schools.
o High Schools: This informational service provides all relevant information about Municipal
High Schools of Mumbai and their staff.
o Curriculum: This informational service caters to the syllabus of each grade being taught in
the Municipal High Schools with details like text books, chapters covered and reference
material (if any)
o Library Resources: This informational service is a repository of books online which could be
school text books, reference materials and any other useful information for students.
Government
o Department and Key-Staff Information: This informational service covers message from
the mayor of the city, MCGM as an organisation, its structure and different departments,
information of key staff members including but not limited to Municipal Commissioner,
Additional Municipal Commissioners, Deputy Municipal Commissioners and Head of
Departments along with their contact information.
o Employee Workstation: A access based entry for employees in to the respective portfolio of
applications assigned for that role to carry out task pertaining to verification, approval,
cancellation and other administrative tasks that are available online.
o Acts, Schemes & Initiatives: This covers the regulatory acts applicable to MCGM along with
information on schemes as well as how to apply for them and information on ongoing and
proposed initiatives by MCGM.
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o Job Opportunities: All recruitment related posting and updates are covered in this service.
The ability to search for a job within a department and to be able to apply for a job posting
online comes under this section.
o Reports & Analytics: This covers all business intelligence, data warehousing and MIS
reporting on the city with data derived from the application stack presenting statistics to the
senior executives of MCGM and at the same time certain facts and figures to the end citizens.
15.5 Portal Development
Creating a portal is not like creating any other web site. Along with the new possibilities provided by a portal
comes new responsibilities for planning and implementation, such as understanding all the component
systems, how the portal will be maintained, task workflow, and the requirements of the various user sets,
along with their possible interactions. Portals are complex systems involving security, heavy user load,
multiple processes, transaction capability, and more. The infrastructure requirements for a portal project can
be quite large. The different types and numbers of servers --application, HTTP, portal, LDAP, and database
can seem like a daunting set of connecting parts. Add the need for high availability that is necessary for most
production portals, and the infrastructure complexity might double or triple altogether.
Designing and developing an Enterprise Portal using this approach involves four key activities:
Identify and document requirements;
Design architecture;
Implement, Deploy & Validate;
Administration & Maintenance.
1. Identify & Document Requirements
Once the vendor team has come in, it will need to gather requirements, and how effectively the service
provider is able to carry out this task will dictate how successful it will be in implementing it and meeting both
MCGMs and citizens expectations.
By treating requirements as a project-wide work item that stretches across the entire project lifecycle, the
service provider can gather high-level requirements at the conception phase of the project. During design, the
team assimilates these requirements and debates any questions that arise about the feasibility of
implementation versus the actual benefit the feature or function will bring to the users. Toward the end of a
project, during the testing phase, these requirements are brought back to the project conversations in the form
of test cases or test scenarios. In this approach, requirements are a fundamental part of building a successful
portal project. The requirements are not changed between these different time frames; rather they are used
appropriately at different times within different phases.
What is important about requirements gathering for the MCGM portal is to clearly define the scope of the
project in terms of how this will impact the chosen user community. Defining the feature and function set of
the portal will come more naturally once the objectives and goals are clearly defined within the scope of the
project, by selecting the user community that will become the primary target of users for the portal.
The four primary influencers of requirements for the MCGM portal are:
Functional requirements
Non-functional requirements
Content requirements
User community
The user community is the purpose for which we gather these requirements. By clearly identifying the user
community, MCGM defines who the beneficiaries of the portal will be. This has already been done by defining
several target groups described above and choosing features that will benefit each of these groups.
As content is tagged with content attributes and metadata, including those for security policies, by content
administrators and portal administrators, it is also tagged for specific target audiences. Each of these
attributes helps to determine which content is provided for which user.
1. Security view - This filter shows that content--out of the entire universe of available portal content --
for which the user has access rights. This view is created and enforced by the content administrators
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and portal administrators (and within the content by the content owners) and can be used to control
what information is available over the intranet and internet.
2. Personalization view - This view further filters the amount of content the end user views, by
applying personalization rules which have been created by the User Departments. This view is created
by the User Department by defining the personalization rules applied to each of their individual
component.
3. Customization view - This view applies the end users preferences to further filter the content being
displayed. This view is created by the end user by making changes to the users profile, and by editing
component subscription to content channels.
The following figure shows an indicative classification of requirements for the MCGM Portal
The initial set of work products for portal requirements includes the following:
1. Content inventory
2. Content security
3. Content taxonomy and navigation (also known as Information Architecture or IA)
4. Page and component matrix
5. Application and services inventory
6. Content and services map
Content Inventory
The content inventory provides an account of the content that will be migrated into the portal, and with the
data to calculate how much effort the migration will require.
The content inventory can help the stakeholders start to think about the type of content that will be produced
for the portal. This work product is the beginning of the content taxonomy, and can help MCGM to organize
ideas regarding content for its portal.
The main purpose of the content inventory work product is to create an accurate account of all existing
content, and to get statistical data including the number of pages and types of content that need to be migrated
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into the portal. In addition, this document can help MCGM identify who owns, and who is responsible for,
producing each type of content. Then, when MCGM is ready to perform the migration, one would know the
content owners who should be involved in that process. The content owners are also important contributors in
the event of reformatting or re-purposing the information.
The content inventory is an important process of your overall portal project. It is an intensive process to
collect and analyze content and how it will be used. It includes (and this list is not all comprehensive):
A content identifier that uniquely identifies the content.
A description of the content item.
Where that content item can be found (in a database, a file system, or other)?
The filename for the content, if it is a file-based piece of content.
It's classification; that is, how in MCGMs taxonomy the content fits. (It could fit into more than one
category depending upon its reusability).
The metadata associated with the content.
How often it changes?
How or where that piece of content is used (such as in a portlet, or on one or more Web pages)?
The content inventory is only one of the dimensions we want to analyze in our content. Another dimension to
analyze is the content governance model, which is (at minimum) a description of:
Who manages (creates, modifies, approves, publishes, removes, archives) which content items?
Where that content is managed?
Under what events the content changes?
How the content affects other content items (which include content dependencies among content items,
as well as those from User Departments)?
How the content management system gets changed, deployed, and how new features and functions are
added?
The content inventory is a "living" document and will continue to change with time. Therefore, MCGM and the
Portal implementation partner would need to define a maintenance process very early in the project, so that it
is updated and kept in sync with any changes made to the sites which the portal is intended to replace.
Establishing an content inventory maintenance process can help create a transition strategy which makes
content owners i.e. the User Departments accountable for reporting their content publishing activities, and
which provides key information about the content. This transition strategy is critical to the successful
migration to a formal Web content management system in the portal which shall be discussed later in this
document.
Content Security
One underlying aspect that needs to be considered is the security around different components of the portal.
Security provides the means to ensure that content or applications are available only to those users who are
authorized. It is based on policies created by system administrators to enforce corporate and departmental
defined access controls.
Portal security controls the level of access to all the portal resources, including content. Security controls for
most resources are applied based on group membership and user attributes. Since MCGM also deals with
sensitive data, security is an issue for some of the content it shall be migrating into the portal and how that will
be handled in the new environment.
In addition to content, portal resources include tabs, navigation menus, pages, components, skins, portal
themes. Access to all these resources should be managed based on roles and group memberships. When a user
is a member of a specific group, then that group can be assigned to a role that is entitled to access resources for
which the security policies allow.
Content and Portal Taxonomy
A portal information taxonomy (or Navigation Taxonomy, as usually defined within the field of Information
Architecture) is the orderly classification of terms used to navigate the portal. This includes all types of
navigation such as tabs, pages, components, and, in some cases, permanent content links inside some key
components; for example, links created in a component directed to favourite web pages. This classification is
based on the natural relationship of terms using either formal definitions, or implicit terms, which are
understood the same way by a particular user community of the portal.
Additionally, a content taxonomy is the internal taxonomy used in the content management system to classify
the content based on the specific needs of the content creators (the vendor) and content owners (user
departments).
The implementation partner in collaboration with MCGM should decide on the taxonomy guiding principles
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before starting actual development work. They should lay out the foundation for the metadata to be defined
for each content type, and determine how the content should be organized, based on natural relationships.
Page and Component Matrix
The Page matrix is an artifact created to document all the pages and independent components that the portal
will use. It is created after the information architect has defined the portal taxonomy. It uses that taxonomy to
lay out which elements become pages, and which ones become tabs or sub-pages. It also helps to round out the
design by showing the information architect how the taxonomy gets implemented at the page level.
This matrix can become part of the portal requirements, by taking this matrix back to the User Department for
validation of the security and permissions for each page and of certain component information.
The component matrix is an artifact that shows as the parameters for each component instance what will be
implemented in your portal project. It contains a list of independent components and their associated
properties, such as security requirement, personalization and customization requirements per component,
and types of views desired per component.
Content Map
After the component requirements have been gathered on the page and component matrices prepared, and the
content inventory is also documented, mapping the content that will be displayed on specific pages and
components on the MCGM portal is required. Since MCGM is a large organization, this task can be very
daunting and hence this should be developed in incremental releases.
The implementation of a portal is already a complex task orchestrating systems integration, streamlining
business process, and managing internal workflows. As the content inventory will be significantly large, it
makes sense that content is released incrementally. This task of content mapping includes content re-
purposing, reformatting, and, sometimes, adding new workflows for content publishing approvals. This
requires the involvement of many departments and multiple company locations.
To generate a content map will need a content inventory, a content taxonomy, a fully developed component
and page matrix, and a fully approved portal IA (or Navigation Taxonomy). The end work product is usually
not one document but a series of documents which explain how the existing and new content will be deployed
into different components and pages throughout the portal navigation schema. It also involves rules for
personalization and customization.
Services Inventory and Map
The services inventory and map is a work product that helps define the list of services (or applications)
MCGM portal will deliver to the user community. Services are any size application that enables users to
execute a transaction, which include MCGMs ERP systems, tax and revenue collection services, licensing &
permitting services and citizen forums among many others.
There are several remote applications, such as Pothole Tracking system, Building Plan Approval system, Rain
Gauge Application system that would have to provide Web services, which need to be integrated with MCGMs
portal.
For the services that will be developed as new functionality, this work product can help MCGM gather basic
requirements regarding target audience (that later on translates into user groups), and integration points
necessary to make the access to these services as seamless as possible for the end user.
The three main purposes of this work product are to:
1. Define all the attributes required for these services in order to be integrated or developed into MCGMs
portal
2. Identify the business and technical owners of the candidate applications for portal integration
3. Identify the target audience for the candidate services to be provided by the portal
Finally, the functional requirements gathered will be constrained by the sum of functionality of these
applications together with the additional capabilities that the portal can provide.
2. Portal Architecture Design
The portal design phase includes coming up with a navigation scheme, defining the portal layout, defining
access control for the different resources, and determining how to address personalization needs. Clearly, a
portal will be unsuccessful if not properly implemented. It is imperative that enterprises understand the portal
architecture model in detail to design and implement a solution that provides business value. Although many
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components can be purchased, the integration of components must be carefully designed.
When considering portal interface structure, it is useful to distinguish between the visible structures and the
underlying structures. The visible structures provide the organization reflected in the designs of pages, groups
of pages (known as sub sites), and the entire portal itself. These structures are readily apparent to users. The
underlying structures are core services, such as authentication, access controls, and metadata management, as
well as the policies and procedures that govern the evolution of the portal. These structures are not necessarily
visible when they work well, but their absence is all too apparent. When users cannot work with essential
applications because of access control problems or when navigation tools direct searchers to inappropriate
content because of incorrectly categorized metadata, users become all too aware of these underlying services.
Figure 1 - Enterprise Portal Architecture for MCGM
Existing Enterprise Systems
Application
Service Adapter
Social Media
Adapter
Personal
Information
Manager /
Calendar Adapter
Corporate
Directory Adapter
Content Services
Portal Core Services
Integration Architecture
Portal Architecture
Collaboration
Services
Data Store
Portal Interface Framework
Navigation &
Layout
Themes & Skins
Page
Management
Component
Management
Security and
Access
Messaging
Adapters
Reporting /
Dashboards
Document
Management
Search
Personalization
/ Filters
Identity
Management
An Enterprise Portal for MCGM will consist of 5 elements
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1. Portal Interface Framework - The interface framework provides a structure or container for other
applications (or components). The framework allows new applications to follow a consistent visual
interface standard.
2. Portal Core Services - Provides core portal application functions. These functions are the common
services (such as user interface design and search) that are utilized by other components.
3. Content Services - Content components are Information (knowledge) from internal sources, external
feeds, databases, etc.
4. Collaboration Services Collaboration components are those that facilitate employees working
together. Many components facilitate virtual meetings through application sharing, community chat
rooms, video conferencing, message boards, discussion forums, etc.
5. Integration Services - Integration components are those that link existing services to the portal.
These components provide the application and transactional linkage to enterprise systems (such as
email or corporate directories). Adapters can facilitate this integration; however, integration needs to be
developed or customized based on requirements.
Portal Interface Framework
The portal interface framework provides a container for application components. A framework can be used to
make the user interface consistent across applications.
Designing navigation and layout - Here, the navigation scheme that best fits MCGMs content
organization is decided. It involves a representative from the User Department who knows the
hierarchy and content, and a usability person that is familiar with how intuitively would the content be
available to citizens. Wire-frame diagrams having structure and navigation in an interface well before
the details have been worked out prove useful in such situations. Windows from the interface using
boxes and shapes are drawn to represent regions of functionality in the window.
Technical considerations in this stage include page size and the number of components (such as
portlets) on a page for optimum performance, given the types of the components on the page.
Deciding on themes and skins - Themes provide the navigation and layout of portal; skins provide
decoration around components.
Deciding on number of pages It is not recommended to have too many portal pages. Calculating
the effective access control for all the pages while building the composition map for the user can be an
intensive operation for the portal engine. For this reason, the total number of pages which can be
accessed by the users need to be limited. Also, from usability point of view, if there are too many pages
users probably would not visit all of them and as a result not even know there is a page with valuable
information for them.
Deciding on number of components - Some of the real estate on the page is taken up by the theme
which includes the masthead, left navigation, footer, and, possibly, a right navigation area. If these
elements take too much space, there is only a limited area for the components. The amount of real
estate each component consumes depends on the level of personalization or customization built into it.
Moreover, the response time and size of the page is also affected with the number of components.
Portal Core Services
The portal core services provide the integral functions for an enterprise portal. Without these services, the
enterprise portal is merely a static web site. Value-added services such as alerts and preferences can provide
the user with convenience and contact. Although many packages provide portal platform services, it is critical
that the engine provides adapters to extend the platform as requirements change.
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Table 1 - Portal Platform Services
Component Description Challenges
Identity
Management
Includes Single Sign-on for web
applications and self-service tools
to create and manage credentials.
Securing the provisioning system that
manages accounts
Integration with legacy applications may
require custom integration
Standardization of workflows to manage
approval process as users request new or
modified permissions.
Personalization /
Filters
Applies user-defined filters to
content to refine what information
a user is presented. Identifies and
categorizes content to improve
personalization.
Collection of enough relevant personal
data to achieve a unique experience
Management of tagged data (all data
must be tagged appropriately to provide
context as a user searches, etc.)
Designing relevant alerts (i.e. too many
alerts can overwhelm the end-user)
Search Infrastructure component that
indexes and organizes links to
portal content
Accurate tagging of content (may result
in inaccurate search results i.e. missing
items, wrong items, etc.)
Management of new and existing
business rules
Must be integrated with effective project
or program management
Document
Management
Manages the archiving, creation,
editing, access and overall
administration of technical and
business documents.
Determining the correct audience for the
documents.
Integration of document management
with content management
Providing easy to use content creation
procedures for non-content managers
Reporting /
Dashboards
Provides real, or near real-time
monitoring and reporting of
business activities
Integration of reporting functions with
content and portal engine
Creating the right security around the
right content without over- restricting
access
Security and Access Provides the proper level of access Ensuring that only one security
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security and permissions structure. verification process is followed is difficult
(may require an enterprise wide security
policy).
Consistent user interface framework
across components.
Clear definition of a style guide and user
interface standards
Messaging Adapters Provides integration between
platform services and collaboration
Identification of key events that should
leverage collaboration channels
Integration of package-based
architectures
Content Services
Content Services provide the infrastructure for "housing" web and document based content. It is the single
database of information that is populated, integrated and/or synchronized with internal/external sources. In
the case of MCGM, the content repository will be a component of the portal engine or tool, and consequently,
will be part of the package solution. It is important, however, that the content services allow MCGM to extend
the data structure and/or integrate information for external sources to provide context sensitive information.
In addition, it is important to consider search engine integration when relevant/successful "hits" is a priority.
Web Content Management - This layer deals analyzing content coming from all sources within
MCGM. It includes
Defining and Reviewing workflow of content related processes (e.g. policies for content
retrieval, document moderation etc.)
Creating content repository of Interactive Content (with audio, video, images and text) for
portal as well as for social media.
Creating content governance models for data management (content owner, date added,
expiry date, etc.)
Table 2 - Content Services
Content
Repository
A collection of data records
(content) in a structured
form (may be part of the
portal platform tool)
Selection of an extensible data structure and
technology
Flexibility of repository to accommodate multiple
sources of data
External Content
Adapter
Provides integration of
external news and
information from outside
MCGM
Integrating incoming data into existing content
repository structure
Selecting an array of content that can satisfy the
entire enterprise
Management of relationships with multiple
services (Each news service may be fee-based,
usually part of the portal service)
For department specific content sources, it will be
important to determine content accuracy and
relevance to the city.
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Collaboration Services
Collaboration services allow enterprise users to communicate and solve business problems independent of
location, space and time. As MCGM is more geographically diverse within Mumbai, alternate forms of
communication are required. Since face-to-face communication is not always possible, collaboration such as
application sharing, video conferencing and chat can augment standard voice communications. Collaboration
services must integrate with portal platform services and existing systems in order to realize efficiencies. In
addition, collaboration services ultimately promote virtual communities, which can strengthen MCGM and
bring all departments closer.
Table 3 - Collaboration Services
Communication/
Messaging
A set of tools used for portal users to
communicate with each other.
Includes web-based email,
discussion boards, chat tool and
instant messaging.
Effective use of communication
(frequency of communication must be
managed to increase effectiveness)
Education / Usability of tools and
processes incorporation of existing tools
into enterprise portal offering
Application
Sharing
Enables multiple parties to share
and collaborate on applications at a
distance. Includes web-based
meeting facilitation.
Management of protocols and
bandwidth constraints
Must be used to augment (not replace)
document management and approval
workflow
Ensuring a common "look-and-feel" for
all portal applications
Community
Building
Creates virtual community
(collaboration opportunities) with
citizens
Control of proliferation of citizen
communities; some should be controlled
centrally
Providing leadership within a
community; identify specific people to
lead communities (e.g., "moderators")
Communities can become in conflict
with organizational charts and existing
lines of authority.
Communities may represent significant
cultural change.
Integration Architecture
The integration architecture services provide the infrastructure for existing systems integration. In order to
integrate, it is imperative that adapters are developed to improve the interaction between portal transactions
and existing content and collaboration mechanisms. Although more adapters may be required than listed
below, the picture depicts the common systems that may need to be integrated to provide consistent
information across business units and functions.
Use of Open Government Platform (OGPL)
OGPL is a joint product from India and United States to promote transparency and greater citizen
engagement by making more government data, documents, tools and processes publicly available. OGPL
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is an open source platform allows developers, analysts, media & academia to develop new applications
and insights that will help give citizens more information for better decisions by making information
available in useful machine-readable formats. OGPL provides the ability to:
o Publish government data, documents, apps, tools & services from multiple departments within a
government
o Build on Web 2.0 open-source technologies with low-cost scalable infrastructure.
o Engage citizens in their open data initiatives for better understanding of their needs.
o Provide publicly available application programming interfaces (APIs) and other tools to add
external software modules for data visualization, wizards, and other purposes.
o Create data-rich community spaces around topics of national priorities and international interest.
o Empower end-users to share datasets via social media platforms such as Facebook, LinkedIn, and
Twitter.
Table 4 - Integration Architecture
Application
Service
Adapter
Web-based services for SAP
systems, GIS applications,
standalone applications and legacy
applications responsible for
transactional integrity and system
security.
Existing application framework design
capability to create web services using Open
Government Platform.
Maintenance of application services on an
ongoing basis goes hand in hand with back
end application system maintenance.
Social Media
Adapter
Social Networking has gained
prominence in most enterprise
communication. An efficient
operating portal provides a model
for social media integration with
popular sites like Facebook, Twitter,
etc.
Creating the right balance between social
media content and portal content so that
one does not dominate the other
Moderation of content posted on each of
the social media platform would be required.
Personal
Information
Manager /
Calendar
Adapter
Makes it possible for users to
monitor their (and shared)
calendar(s) and other personal
information management.
Providing relevant interface points limiting
overlapping functionality (between portal
and calendaring tools)
Corporate
Directory Adapter
Integration of corporate directory
(and directory services integration)
for portal functions
Important to instil responsibility for
individual maintenance of personal
information
Access to an enterprise directory may
prove to be difficult in large, segmented
organization like MCGM.
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3. Implementation, Deployment & Validation
Even the simplest of components has steps that need to be taken during the implementation, deployment and
configuration process. Although, creation of data sources, configuration parameters, and defining the order of
deployment comes intuitively to the implementation partner, it can get lost in the hand off between
development and operations when a portal goes live into production.
There needs to be standardization in the implementation process. Following well-designed programming
standards can result in greater consistency within the delivered code, as well as better quality code that is
easier for other developers to understand and maintain. Well-designed and documented code reduces the cost
of long-term maintenance and transitioning of artifacts to another team or team member.
Release Environments
Release environments are absolutely hands-off to most of the team, except as required for deployment and
configuration. Multiple release environments are usually required to avoid competition between environments
while various testing efforts are underway. Quality Assurance (QA), User Acceptance Testing (UAT),
performance, and stress testing can all create issues that need to be evaluated.
Because access to these environments is forbidden to developers, an approach is needed that allow limited
access developers to view and configure logs on different machines so that they can diagnose problems.
Keeping different environments isolated and only allowing files to flow through a defined process helps insure
some of the key elements in a build process such as control, repeatability, and reliability.
Development build server - Some teams are confused about the need for a separated build server
and a separate development integration and test. The main idea is to separate the process of building (or
compiling) and packaging the software from the developers workstation. Usually the build server will be
a physical machine which is not the same as any single developers workstation. The key is to insure that
all components coming into the build process are pulled from version control, and not from other
development workstations or machines to insure that every build can be repeated from the same, single
source. This practice needs to be enforced rigidly. Once the process has been established, it takes very
little time to update with the latest code, through source control, when a build occurs.
Development integration and test environment A similar approach needs to be followed for the
development integration environment. No code should be deployed to this machine except through the
Software Configuration Management or the build repository. Developers need access to this machine to
examine logs and view results; however, they should never be allowed to deploy their own code, which
would otherwise result in these issues:
o Repeatability is destroyed. It makes it difficult to recreate a deployment or component at will.
o When multiple people work with a single machine at this level, diagnosing conflicts and
environment crashes is more difficult.
One concern that teams might have with this approach is that putting constraints on the environment
can slow the development down. This issue can be overcome by either allowing some or all developers
to put a full portal infrastructure on their local workstation, or by streamlining a build process to
include continuous integration and deployment so that components are automatically built and
deployed.
Production environment Once the portal is implemented and tested, it can be deployed to
production. This process usually involves merging the validated code into production. It is
recommended to deploy major releases to production at a scheduled time, of which the whole team is
aware of. After deployment has finished it needs to be verified again. It is best to check all the features
or fixes that you deployed to make sure they work properly in production.
Testing the Portal (Validation)
Testing, is most often one of the most overlooked phases in a project. With all the different types of testing
such as unit, functional, integration, black box, and white box testing, and so on, it can get very confusing
about what type of testing should be done, and when. In most projects, unit testing has been a line item in the
plan; however, enforcing the elusive unit test has been weak at best. With the advent of agile methodologies,
unit testing is becoming a real possibility for many projects.
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Tests run by the developer during the development process are usually called unit tests, and they help to
insure that the code is correct. Integration and functional testing take place when different components are
brought together and are ready to be deployed. (It's mostly a matter of discipline in deciding how those tests
are performed, and when they are scheduled.)
Functional testing is very important in the lifecycle of a portal and portal components; regression testing is
required when changes are made to the code. It is very important for the development team to work closely
with the quality assurance (QA) or testing team to insure a smooth transition between development stages,
and to promote good communication about potential issues.
4. Portal Administration & Maintenance
Portals bring together information, applications, and people in ways that cross new boundaries within
organizations. Applications, that are currently being developed and managed in separate single silos, should
ideally be integrated into portals; they have to "play nicely" with other applications running within MCGM.
This is why governance models are so important; to ensure that disparate applications work in concert within
the portal environment.
Portal governance helps build the framework for defining and managing the delivery and future lifecycle of the
portal. The technical aspects of building a portal are only part of the full effort of making the project a success.
Just as important are some of the non-technical processes, such as planning, running the project, and
managing a live portal environment. In addition to governance concerns, aspects related to staffing, portal
operations, security, monitoring, and metrics of the portal also need to be addressed.
A well-defined portal governance structure within MCGM should, at a minimum, address:
1. Organizational Transformation for overall process improvement.
2. Incident Management, for timely escalation and problem resolution.
3. Policy Management around content management and social media.
4. Monitoring the portal for availability, performance measurement (memory consumption and
response times) and optimization.
5. Tracking of portal usage and related statistics using analytical tools.
6. Infrastructure maintenance which includes purging cached data and cleaning log files regularly.
Organizational transformation is the goal of implementing technology to help transform the way work is done
at MCGM. For example, by investing in portal technology MCGM can improve worker productivity and help
achieve its primary objectives, which are often related to improving the quality of life of its citizens. In order to
accomplish this effectively, management must ensure some degree of oversight to make sure that spending in
technology delivers the promised value to the organization. This oversight must be structured to include clear
lines of sponsorship, ownership, auditing & compliance, and well-defined processes for issue escalation and
resolution.
At the end of the day governance is all about the control of resource, and minimizing risk on current
investment to ensure value delivery as a return. Therefore, a successful governance model should have the
appropriate metrics to measure such an outcome.
Principles for Effective Portal Administration & Maintenance
A portal integrates many disparate systems into what appears as a single interface. This integration can make
things difficult when trouble arises because there are so many sources to deal with, and the framework allows
for distributed control. Hence, some levelled approach is needed when working on these types of projects.
Some of the guiding principles to keep in mind when administering & maintain portal projects are
Keep stakeholders engaged - It is fundamental that all stakeholders be "on the same page"; that
requires constant communication. It is not the amount of communication that counts; rather, it is what
is communicated and the frequency of communication that counts. Maintaining constant team
communication is essential to project success. This can help to manage their expectations and
incorporate their input throughout the lifecycle of the project.
Manage Change - If one of the first theorems about business is that "change is the only constant", then
a corollary is that "change must always be managed". Failure to manage change increases the risk of the
change not happening as expected and it jeopardizes the success of the project.
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Manage Quality - Quality doesn't come easily and its definitely not a random by-product. It requires
planning and discipline.
Deliver incrementally - There is wisdom in taking baby steps first. The key is to go slow and learn
from what is not already known.
Portal roles and responsibilities
The size of the portal staff would ideally depend upon the type and size of the portal environment, and the
frequency with which their attention is required. Some key roles and responsibilities are addressed below
System & Application Server Administrator - The System & Application Server Administrator is
one or more people who can access the portal application at the operating system (OS) level. This
person (or persons) has access to install and remove applications, create database connections, change
OS permissions, and make changes to system properties and system configuration files. This person(s)
also has access to admin console that allows application server configuration and other properties along
with creating database connections, and many other system properties.
Portal Administrator - The Portal Administrator is the admin user of the portal. The portal admin
can log in to portal administration and install portlets, and create pages, URL mappings, and other
portal artifacts, as needed. The Portal Administration can also manage the Access Control List (ACL)
that determines role and permission mappings for the portal.
Deployment Manager - The Deployment Manager is a catch-all role that can be used to put together
builds and deploy applications. This person has the authority to push back on other teams (such as
development, infrastructure, and testing), when procedures are not followed correctly. The Deployment
Manager can be "hands-on", actually assisting with builds and helping to deploy assets to the portal.
Alternatively, he or she can act as more of a coordinator to insure the right artifacts are identified,
compiled, and deployed on schedule.
Development Manager - This person is the single point of contact for all technical and development
related activities. He or she coordinates with the Deployment Manager and with the deployment,
infrastructure, and testing teams, as needed.
Other These include support personnel who field calls and call a system admin when a problem
occurs and development teams working on the next release of the portal or new functionality.
Monitoring the Portal
Ongoing monitoring of the operations of MCGMs portal should be one of the most important tasks after the
portal goes live. There are a number of tools and services available to help ensure that the portal is up and
running at all times. There are two key features in many monitoring tools available in the market today
Continuous operations monitoring - This capability provides an up-to-date status to tell if portal
is up, and it provides some common metrics of the system at any given time. These metrics include:
o How active is the portal?
o What is the memory consumption?
o Is anything running slow? What is the response time?
o Is any aspect of the portal or one of my nodes not currently active?
Problem troubleshooting - This feature is necessary when a problem occurs to help diagnose what
the problem might be with the portal system, and is especially important during performance testing or
before a portal goes live. It can tell:
o Where are things getting stuck in the request path?
o What is the delay for specific requests?
o Specifically where the trouble spots are or what are the system troubles?
Monitoring using tools should be considered well before the system goes into production. Monitoring agents
can impact a production environment anywhere from 3 to 5 percent depending upon the depth of the analysis
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they are performing. In debugging situations this impact can be much higher.
Another aspect of monitoring is that over time the system administrators can start to understand the overall
health and usage of the system. This can be correlated with the metrics to help determine the overall growth
trends of the portal. This will assist in understanding how new deployments may impact the overall
environment, and knowing when new hardware might be necessary to keep up with growing demand on the
system.
Tracking Portal usage
While monitoring is the best way to see how the system is performing, reviewing user metrics is the best way
to see what people are actually doing on your site. There are a number of different approaches to achieve this.
Mostly for most web applications, not specific to portal, is the URL analysis that many tools perform on the
Web Server logs.
For a deeper level analysis, the content management system in place provides a set of site analysis logs that
can provide more portal-specific information about usage. The logging function is typically configurable so the
administrator can tune logging to the level that is necessary. However, in order to reduce the load on the
portal and the size of the logs one needs to consider what needs to be logged. Most loggers include:
Session Logger - Tracks login and logout commands.
User Management Logger - Tracks management of users and groups.
Page Logger - Tracks management of pages. Create/Edit/Delete.
Component Logger - Tracks URLs that include specific components.
Component Action Logger - Tracks the invocation of a component action.
Error Logger - Tracks redirection to error pages.
Application Action Logger - Tracks actions on Applications.
A new standard in user tracking is emerging that takes better advantage of web technology. Embedded links or
JavaScript within the page can report to a central monitoring server on user activity within a web site or
portal. Reporting can be done in real time or over a set period of activity.

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