design, development and implementation of overnment...

Request for Proposal for:

Design, Development and Implementation of

GOVERNMENT PAYMENT GATEWAY FOR Government of Himachal Pradesh

By:

Society for Promotion of Information Technology

and e-Governance (SITEG) Block Number 24,SDA Complex, STPI Building

Kasumpti, Shimla – 171009

Ph. No. 0177 - 2620684

RFP for Implementation of Government Payment Gateway

Society for Promotion of Information Technology and e-Governance (SITEG), Government of

Himachal Pradesh 2

1 PROJECT OVERVIEW ....................................................................................................... 8

1.1 GOVERNMENT PAYMENT GATEWAY ................................................................................ 8

1.2 BENEFITS OF USING GOVERNMENT PAYMENT GATEWAY ................................................ 9

1.3 SCOPE OF WORK ............................................................................................................. 11

2 PROPOSED SOLUTION .................................................................................................... 18

2.1 PROPOSED PROCESS FLOW .............................................................................................. 18

2.2 SETTING UP A PAYMENT SERVICE................................................................................... 25

2.3 CARD PAYMENT PROCESSING ......................................................................................... 26

2.4 REFUNDS ......................................................................................................................... 29

2.5 OTHER MISCELLANEOUS FUNCTIONALITY ..................................................................... 29

2.6 MIS AND OTHER REPORTS .............................................................................................. 30

2.7 INTEGRATION WITH EXISTING SYSTEMS ......................................................................... 30

2.8 INFRASTRUCTURE AVAILABLE AT DEPARTMENT OF INFORMATION TECHNOLOGY ....... 31

2.9 AVAILABILITY ................................................................................................................. 31

2.10 SECURITY OF TRANSACTION ........................................................................................ 32

2.11 SUPPORT & MARKETING ............................................................................................. 33

2.12 DATA BACKUP ............................................................................................................. 34

2.13 DURATION OF PROJECT ............................................................................................... 34

2.14 MAINTENANCE ............................................................................................................ 34

2.15 DISASTER RECOVERY AND BUSINESS CONTINUITY PLAN .......................................... 34

2.16 AUDITING .................................................................................................................... 34

2.17 INFORMATION ACCESSIBILITY .................................................................................... 35

2.18 LANGUAGE .................................................................................................................. 35

3 BIDDING PROCESS ........................................................................................................... 36

3.1 INVITATION FOR BIDS ..................................................................................................... 36

3.2 EARNEST MONEY DEPOSIT ............................................................................................. 36

3.3 CONTACTING SITEG ....................................................................................................... 36

3.4 BIDDING STAGES ............................................................................................................. 36

3.4.1 Two stage-Two envelope bidding process ............................................................... 36

3.4.2 Amendment in this Document .................................................................................. 37

3.4.3 Cost of Bidding ........................................................................................................ 37

3.4.4 Bid Prices ................................................................................................................ 37

3.4.5 Bid Currencies ......................................................................................................... 37

TABLE OF CONTENTS



Himachal Pradesh 3

3.5 PRE BID MEETING ........................................................................................................... 38

3.6 SUBMISSION OF BIDS ....................................................................................................... 38

3.6.1 Performa and Schedules .......................................................................................... 39

3.6.2 Deadline for submission of proposals ..................................................................... 39

3.6.3 Late Bids and Rejection of Bid ................................................................................ 40

3.6.4 Correction of Errors ................................................................................................ 40

3.7 EVALUATION COMMITTEE .............................................................................................. 40

3.8 EVALUATION OF BID ....................................................................................................... 40

3.8.1 Technical-cum-Eligibility Bid .................................................................................. 41

3.8.2 Financial Bid ........................................................................................................... 42

3.8.3 Capping of transaction ............................................................................................ 42

3.9 ACCEPTANCE OF OFFER .................................................................................................. 42

3.10 AWARD OF CONTRACT ................................................................................................ 43

3.11 SERVICE LEVEL AGREEMENT (SLA) ........................................................................... 43

3.12 PERFORMANCE BANK GUARANTEE ............................................................................ 43

3.13 INTELLECTUAL PROPERTY RIGHT ............................................................................... 44

3.14 CHANGE ORDER .......................................................................................................... 44

3.15 TERMINATION OF CONTRACT ...................................................................................... 45

3.16 CONDITIONS OF CONTRACT......................................................................................... 45

3.16.1 Acceptance Test .................................................................................................... 45

3.16.2 Changes and enhancements in the scope of work ................................................ 45

3.16.3 Allowances and compensation ............................................................................. 46

3.16.4 Inspection and Auditing ...................................................................................... 46

3.16.5 Taxes .................................................................................................................... 46

3.16.6 Penalty and service levels .................................................................................... 47

3.16.7 Resolution of disputes .......................................................................................... 52

3.16.8 Limits on Promotion ............................................................................................. 52

3.16.9 Communication and Problem resolution ............................................................. 52

3.16.10 Force Majeure ...................................................................................................... 53

3.16.11 Corrupt or Fraudulent Practices ......................................................................... 53

3.16.12 Confidentiality ...................................................................................................... 54

4 IMPLEMENTATION PLAN .............................................................................................. 55

ANNEXURE I: TECHNICAL PROPOSAL LETTER ........................................................ 57

ANNEXURE II: COMMERCIAL PROPOSAL LETTER .................................................. 59

ANNEXURE III: DETAILED COMMERCIAL FORMAT ................................................. 61

ANNEXURE IV: SERVICE PROVIDER DESCRIPTION .................................................. 62



Himachal Pradesh 4

ANNEXURE V: TECHNICAL EVALUATION CRITERIA .............................................. 63

ANNEXURE VI: FORMAT FOR SUBMISSION OF RESUME ......................................... 65

ANNEXURE VII: FORMAT FOR PROVIDING CITATIONS........................................... 66

ANNEXURE VIII: FORMAT FOR STATEMENT OF DEVIATION(S) ............................ 66

ANNEXURE IX: REQUEST FOR CLARIFICATIONS ...................................................... 67

ANNEXURE X: DECLARATION REGARDING CLEAN TRACK RECORD ............... 69

ANNEXURE XI: INDICATIVE LIST OF DEPARTMENTS WITH SERVICES ............. 70

ANNEXURE XII: HARDWARE DETAILS AT DATA CENTRE, DIT ............................. 71

ANNEXURE XIII: MANPOWER DETAILS FOR THE PROJECT ................................... 72



Himachal Pradesh 5

Acronyms Used in this Document

Term Explanation

AMC Annual Maintenance Cost

API Application Programming Interface

CV Curriculum Vitae

DD Demand Draft

DDI Direct Debit Instruction

DDO Drawing and Disbursement Officer

DIS Department Interface Server

DTA Directorate of Treasuries and Accounts

ECS Electronic Clearance Service

EMD Earnest Money Deposit GPG Government Payment Gateway

H/W Hardware

INR Indian Rupees

ISO International Organization for Standards

ITSM IT Service Management

KBPS Kilo bits per second

LAN Local Area Network

MBPS Mega bits per second

MRP Maximum Retail Price

OLTIS Online Treasury Information System

OPEX Operational Expenditure

PBG Performance Bank Guarantee

RBI Reserve Bank of India

RFP Request For Proposal

SITEG Society for Promotion of Information Technology and e-Governance

S/W Software

SLA Service Level Agreement

SMS Short Service Messaging

SSL Secure Sockets Layer

VAT Value Added Tax

CSC Common Service centres



Himachal Pradesh 6

Society for Promotion of Information Technology and e-

Governance

Invitation of Bids for Implementation of Government Payment Gateway

Tender No. _________________________

The Member Secretary (EC), SITEG, Government of Himachal Pradesh, invites sealed offers

from Companies/ organizations for Design, Development and Implementation of Government

Payment Gateway.

Sale of Tender From 23-04-2010 onwards till 24-05-2010

Pre Bid Meeting 10-05-2010

Corrigendum 14-05-2010

Price of Tender Document Rs. 5000/-



Himachal Pradesh 7

1. The copy of this document may be obtained during office hours on the working days in

person by submitting Rs.5000/- Demand Draft/ bankers pay order from a scheduled bank,

drawn in favour of “Member Secretary (EC), SITEG”, payable at Shimla or it can be

downloaded from the site http://www.himachaldit.gov.in for which the bank draft of Rs.

5000/- should be submitted. 2. Validity of bid shall be up to 90 days from the date of opening of bid. 3. The cover containing Bids (on prescribed format) along with original Technical-cum-

Eligibility Bid and Commercial Bid with one additional copy of each bid (all sealed

separately and marked as Technical Bid and Commercial Bid) should be put in single

sealed envelope clearly marked “Invitation of Bids for Design, Development and

Implementation of a Government Payment Gateway.” as per instructions given to bidder

in section 3 of Tender document. 4. The cover containing offer should also indicate clearly the name, address and telephone

number of the Bidder. 5. This bid should be filled in English language only. If any supporting documents

submitted are in any language other than English, then English translated copy of the

same should be submitted. 6. The Member Secretary (EC), SITEG reserves the right to accept or reject any Tender

offer without assigning any reason, whatsoever.

Member Secretary (EC), SITEG,

Department of Information Technology,

Block No.24, STPI Building,

SDA Complex, Kasumpti. Shimla-171009

Earnest Money Deposit (EMD) Rs.50,000/- in the form of Demand Draft in favour of

Member Secretary (EC), SITEG, payable at Shimla

Last date for submission of bids 25-05-2010 at 1:30 PM hrs

Opening of bids 25-05-2010 at 3:00 PM hrs

Tender download site http://www.himachaldit.gov.in



Himachal Pradesh 8

1 PROJECT OVERVIEW

1.1 GOVERNMENT PAYMENT GATEWAY

The Government Payment Gateway (GPG) will be a Pan-Government facility that enables

Departments, Local Authorities and Agencies of the Government of Himachal Pradesh to collect

payments online for their respective services from citizens and other stakeholders. Citizens will

use internet banking, debit or credit cards for payments related to services available with

Government Payment Gateway. The payments will be received using Government Payment

Gateway after validation and authorization only as per guidelines defined by Reserve Bank of

India (RBI), Ministry of Finance, Government of Himachal Pradesh and other financial

institutions.

Government of Himachal Pradesh has taken various e-Governance initiatives to provide citizen

centric services at the door step of citizen. As of now Government Payments are being received

across the counters available with treasuries, sub treasuries, Banks and Departments. Government

Payment Gateway Portal will provide a single point facility for all State Departments for

collection of Government Payments online.

The GPG will also be required to be integrated with existing e-Governance Applications for

collection of payments from citizens. In this case the request for payment would be generated by

the concerned application by sending the payment information to GPG.GPG will validate,

authorize and collect the payment and send the response back to the respective application.

The amount collected using GPG will be deposited to the respective Government Accounts with

the details of the transaction (Citizen details, payment details, Account heads etc.).

The GPG Portal should also provide the query and response system feature, which should capture

the queries from the users regarding the payments. These queries should be forwarded to the

concerned department for necessary action and response will be made available to the citizen

through the portal.

Card payments may be made using most debit and credit (VISA, MasterCard, Amex etc.) cards,

configurable for each Departmental Service. The Payment Gateway will support transaction in

Indian Rupee (INR) only.



Himachal Pradesh 9

The Payment Gateway should also accept CVV fraud checking for card payments. This checking

will help to identify and reduce the impact of fraudulent transactions.The Payment Gateway

should also support paperless Direct Debit set-up and draw down.

Connection to the Gateway should provide State Departments and Directorate of Treasuries &

Accounts (DTA) with improved back-end business integration and functionality including

immediate departmental notification of payments received and the ability to deposit a payment

directly to the Departments back end systems.

State Government is planning to make connection to the Gateway mandatory and the Payment

Gateway service can be used, with 128-bit SSL connections to portals. As a result reconciliation

of payments made will be supported by the Departmental Notification process, as well as

standard MIS reporting.

Where the Payment Gateway is being used via internet only, reconciliation will be done with the

Banks online, supported where necessary by payments information captured by the Departmental

Portal.

A help desk application will be available to Departmental Staff. The help desk will enable queries

to be made against the payment database to determine the status of a payment request to be made

against a payment.

The Payment Gateway will be used as a single channel for payments, integrating call centre, SMS

Gateway or kiosk applications through the same Gateway. Where the Payment Gateway is used

in this way, consideration will need to be given to the integration of the payment details with the

calling channel to ensure that business and accounting requirements (e.g. daily balancing by

User) are met.

1.2 BENEFITS OF USING GOVERNMENT PAYMENT GATEWAY

There are a number of business benefits in using the Government Payment Gateway. As well as

having access to the full range of features and support provided by single Payment Service

Provider, the Payment Gateway will provide an additional layer of functionality and support

tailored for Government use. This will help citizen to pay their bills and other payments on

anytime and anywhere model.



Himachal Pradesh 10

These include:

• Help Desk Application for supporting payments queries

• Real-time updations to back office of Payments made to ensure citizen and/or financial

systems are up to date

• Support for fully paperless Direct Debits

• A proven trusted partner/supplier – and therefore lower risk

• High resilience and availability

• A fully customizable presentation layer to match portal look and feel.



Himachal Pradesh 11

1.3 SCOPE OF WORK

S. No

Scope of Work Area

Description of Scope of Work/ Deliverables for the Activity

1 General 1. Design, Develop, Implement and Maintain web based

Government Payment Gateway for Government of

Himachal Pradesh.

2. Integration of Payment Gateway Portal on State data

Centre of the State.

3. Create facility to accept payments for various

Government services (existing or upcoming). Indicative

list of these services are enclosed in Annexure XII. List

of services will be finalized at the time of signing of

agreement. However, during the operations and

maintenance phase, service provider will integrate

additional services with GPG as per the requirement of

the departments.

4. The payments for the Government Services would be

received through GPG Portal which is to be developed

by the bidder or through concerned departmental

applications after integration with existing e-Governance

Applications.

5. Make provision for the collection of payment based on

the selected services through various channels like

CSCs, Sugam Centers etc.

6. Provide account head wise (major and minor heads)

details to department and treasury.

7. Provide integration with various departmental existing

and upcoming websites

8. Integration of GPG with various existing and upcoming

Government applications of State of Himachal Pradesh

9. Provide necessary support for software on servers and/or

desktops that will cater to the Hindi language

requirements of application system

10. Providing the staff for maintenance operations.

11. Customizable report system as required by individual

Departments and State Government

12. System should be UNICODE compliance and should

support HINDI.

13. Provide helpdesk for payment related queries

14. Provide Query – response facility in the portal



Himachal Pradesh 12

2 Requirement

Gathering & Analysis

The bidder MUST clearly understand requirements and

propose solution to meet the specific software requirements of

GPG.

The bidder MUST

study the needs of State & visit the

departments (if required) and gather the detailed requirement

and procedure for collection of government payment,

understand the setup with the proposed solution as given in

RFP.

3 Solution Design &

Solution Architecture

The selected bidder shall develop on the Proposed Solution

(indicative but not exclusive) provided in this RFP in section 2

and prepare System Requirement Specifications. The Bidder

shall perform the following tasks:

1. System Requirement Specifications

2. Design of Application

3. Design of Workflow with well defined business rule for

the application

4. Design of Application Architecture

5. Design of Over all IT Infrastructure required

6. Design of Logical and Deployment Architecture

7. Design of Integrations methodology with other

departments and channels like CSCs, Sugam Centers

8. Design of Quality Assurance Plan & Methodology

9. Design of Security Policy.

10. Design of Transition policy and Plan, during and at the

end of the tenure of the agreement or termination of the

agreement.

11. Design reports as required by SITEG and State

Departments

12. etc

The bidder will also be responsible for creating unique

identifications/codes that will be required in the application

system in consultation with individual Departments.

Deliverables:

1. System Requirement Specifications

2. All the Design Document etc.

3. Other relevant Documents

4. All Policy, Plan & Methodology Documents



Himachal Pradesh 13

4 Solution Development 1. Development of the GPG solution based on the

specifications finalized through the System Requirement

Specifications and Solution design.

Deliverables: Solution Software including Source Code,

Operational/ Technical manual, library files, setup programs

etc, Sign-off from SITEG and individual Departments.

5 Solution

Implementation

Following activities (but not limited to) to be performed by

bidder:

1. Deployment of Portal & Applications

2. Integration with Existing Application(s)

3. Implementation of Workflow with well defined

business rule for the application

4. Creation of logical and physical Security Plans for

Application

5. Generate reports

6. etc

Deliverables:

1. All the relevant documents related to Implementation.

2. Sign-off from SITEG and Departments.



Himachal Pradesh 14

6 Testing and

Acceptance

The bidder must build up an overall plan for testing and

acceptance of system, in which specific methods and steps

should be clearly indicated and approved by SITEG. The

acceptance test plan will be defined by the Bidder, agreed and

approved by SITEG and shall include all the necessary steps

to ensure complete functionality, operation and performance

of the system.

1. All levels of testing will be conducted at the

installation sites.

2. Testing must demonstrate that the new systems satisfy

the operational and technical performance criteria.

3. It is Bidder’s responsibility during the tests to evaluate

and recommend any further changes to the

infrastructure & application, at no extra cost to

SITEG. Any recommendations for change will be

discussed with SITEG.

4. The Bidder must outline the methodology that will be

used for testing.

5. The Bidder must define the various levels or types of

testing that will be performed.

6. The Bidder must provide necessary

checklist/documentation that will be required for

testing.

7. The Bidder must describe how the testing

methodologies will conform to requirements.

8. The Bidder must indicate how one will demonstrate to

SITEG that all functions in the new system installed

have been tested.

7 External Tie Ups &

Certification Support,

Security etc.

1. Bidder shall facilitate the Agreements between SITEG

on behalf of Government of HP and the External

Service providers as and when required to meet the

needs of the project (e.g. Payment gateway etc.)

2. Bidder shall ensure clearance of relevant certifications

(application audit etc.) at its own cost. This includes

re-audit (if required) and updation of application,

hence it is recommended that bidder should develop

application in consideration of rules defined by

Government of India and i-Cert for security measures.

3. Bidder shall adhere to National and international

Standards

4. Bidder should follow guidelines defined by RBI,

Ministry of Finance, Government of India and other

financial institutions for financial transactions.



Himachal Pradesh 15

8 Operational Support

and Maintenance

(O and M)

The Bidder shall provide operational support and maintenance

services for a period of 36 months from the ‘Go-Live’ date for

overall system stabilization, solution maintenance, system

administration, security administration, database

administration and end-user problem resolution (including

support for Servers and related equipments, any other software

(including servers and RDBMS on servers).

The SITEG will have the option to ask the Bidder to provide

such operational support and maintenance services for a

further period of up to 24 months, for which, the work contract

will be issued on the annual basis on the rates quoted by the

Bidder in the Price Schedule. The operational support shall

ensure that the solution is functioning as intended and

attending to all the problems associated in operation of the

deployed system.

9 Solution Warranty The Bidder MUST warrant that the overall solution supplied

shall have no defects arising from design or workmanship or

any act or omission of the service provider. The warranty shall

remain valid for a period of 36 months from the “Go-Live”

date.



Himachal Pradesh 16

10 Comprehensive

Training and Change

Management

The Bidder is required to train/retrain (if required) the

designated technical and end-user staff / vendors to enable

them to effectively operate the system and shall undertake

Change Management interventions as necessary to achieve

project objectives.

The Bidder shall also be responsible for re-training the

operators whenever changes are made in the solution.

Deliverables:

1. Change Management interventions

2. Advance Administration training for Data Center

Administrators to perform required tasks.

3. User Training for officers/employees / vendors in

SITEG and Departments, in batch sizes not exceeding

30 for the deployed system

4. Syllabus and Manual for Training plan for the

departmental users to be approved by SITEG and

State Departments beforehand.

5. Issue supporting documentation such as Training

material, User Manuals, Maintenance Manuals, etc on

1:1 basis.

6. Sign-off from SITEG on Training.

7. Bidder will provide necessary arrangements such as

hardware, software etc. for training

11 Solution

Documentation

Preparation of documents including Technical and User

Manuals, Operational Manual, Maintenance Manuals, etc.

Bidder shall obtain the sign-off from SITEG for all the

documents submitted for the solution.

Deliverables:

1. Technical, Operational and User Manuals for

operation of the deployed solution.

2. All policy documents (e.g. Security policy etc.)

3. Source Code and solution design documents.

4. Any other relevant documents

Proposed Work Flow:



Himachal Pradesh 17



Himachal Pradesh 18

2 PROPOSED SOLUTION

2.1 PROPOSED PROCESS FLOW

Government Payment Gateway:

The Government Payment Gateway (GPG) enables State Departments, Local Authorities and

Agencies of the Government of Himachal Pradesh to collect payments online for their respective

services from citizens and other stakeholders by using internet banking, debit or credit cards. The

payments will be received using Government Payment Gateway after validation and authorization

only as per guidelines defined by Reserve Bank of India (RBI), Ministry of Finance, State

Government and other financial institutions.

Government Payment Gateway Portal:

The GPG Portal should provide a user interface in which all the services for which payment is to

be received will be listed. The portal will provide facility to the user for submission of payments

though following facilities depending upon the type of service:

1) Service where amount is predefined (Token tax, Form Fees etc.): The user (who intend to

submit the payment for any listed Government Service) will select the service and portal will

reflect the amount to be submitted. Portal will then redirect the user to GPG for processing of

payment. Details for calculation of amount for listed services will be provided by respective

Departments.

2) Service where amount is intimated by Government Department to the user through invoice /

bill (e.g. Utility Bills, Taxes etc.) : In this case user will select the service and portal will provide

the facility to fill the amount and other details of the invoice/ bill. Portal will then redirect the

user to GPG for processing of payment. Details for calculation of amount for listed services will

be provided by respective Departments.

The GPG portal should also provide facility to Departments for accessing MIS of transactions

after user authorization. The access should be provided through user id and password based

authentication over a secure (SSL) connection.



Himachal Pradesh 19

Functionality that should be available within the GPG portal includes but not limited to:

• Make a new Card Payment

• Query Card Payment by Card Number

• Query Card Payment by Payment Reference number

• Query Card Payment by (primary) User Transaction Reference

• Request Set-Up of New Direct Debit Instruction

• Import Existing DDI

• Query DDI by Account Number

• Query DDI by DDI Reference

• Query DDI by User Transaction Reference

Details of failed Payment Requests are available for view from the GPG Portal. Bidder has to

clearly mention the contact number and email details on the home page of the GPG Portal.

Additionally a transaction level report is available from the Help Desk for payments and can be

requested for any given time period (by specifying start and end periods for the report). The

report is delivered to the desktop from which it was requested and is delivered as a CSV file (or

any other format as per requirement of system) so that it can be easily imported into a spreadsheet

or automated process to support reconciliation. The report contains the following payment data

(can be revised if required) for each successful payment request within the time frames requested:

• Payment Type

• Transaction ID

• Amount

• Currency

• Last 4 Digits of Card No

• Card Type

• User Transaction Reference details

• Originator

• Time Stamp

Integration with existing e-Governance applications



Himachal Pradesh 20

The GPG will also be required to be integrated with existing e-Governance Applications for

collection of payments from citizens. In this case the request for payment would be generated by

the concerned application by sending the payment information to GPG.GPG will validate,

authorize and collect the payment and send the response back to the respective application.

Transfer of Payments to the Government Accounts:

The amount collected using GPG will be deposited to the respective Government Accounts as per

the collection structure finalized with the concerned departments defined in section 2.2. This

amount should be forward by GPG alongwith the details of the transaction (Citizen details,

payment details, Account heads etc.). Bidder has to clearly understand the procedure of transfer

of Government Payment to their respective accounts. GPG should provide the functionality to

classify the payment received by citizen against any Government Service as per the guidelines

issued by Finance Department, Government of Himachal Pradesh. The details of payment should

carry information regarding the Account Head (Major, Sub Major and Minor as the case may be)

and send it to all Stakeholders of project like State Departments, Department of Treasuries &

Accounts (DTA), Banks etc. In case of some of the services the transactions are also required to

be categorized DDO-wise. Bidder should ensure that successful transaction details in such

transactions will be reflected on the logins of respective DDOs of various departments. In case

the DDOs are not connected with GPG (due non-availability of connectivity), the citizen will

have to produce the physical receipt taken/ printed from GPG for intimating the DDO about the

transaction. GPG Portal should provide functionality for this scenario and generate alerts to the

citizen accordingly. Bidder should ensure that fund should be transferred to the Government

Account(s) within 12 hrs after receiving the same.

Query Response System:

The GPG Portal should also provide the query and response system feature, which should capture

the queries from the users regarding the payments. These queries should be forwarded to the

concerned department for necessary action and response will be made available to the citizen

through the portal.

Card payments may be made using most debit and credit (VISA, MasterCard, Amex etc.) cards,

configurable for each Departmental Service. The Payment Gateway will support transaction in

Indian Rupee (INR) only.

The Payment Gateway should also accept CVV fraud checking for card payments. This checking

will help to identify and reduce the impact of fraudulent transactions.The Payment Gateway



Himachal Pradesh 21

should also support paperless Direct Debit set-up and draw down.

Connection to the Gateway should provide State Departments and Directorate of Treasuries &

Accounts (DTA) with improved back-end business integration and functionality including

immediate departmental notification of payments received and the ability to deposit a payment

directly to the Departments back end systems.

State Government is planning to make connection to the Gateway mandatory and the Payment

Gateway service can be used, with 128-bit SSL connections to portals. As a result reconciliation

of payments made will be supported by the Departmental Notification process, as well as

standard MIS reporting.

Where the Payment Gateway is being used via internet only, reconciliation will be done with the

Banks online, supported where necessary by payments information captured by the Departmental

Portal.

Help Desk Facility:

A help desk application will be available to Departmental Staff. The help desk will enable queries

to be made against the payment database to determine the status of a payment request to be made

against a payment.

The Payment Gateway will be used as a single channel for payments, integrating call centre, SMS

Gateway or kiosk applications through the same Gateway. Where the Payment Gateway is used

in this way, consideration will need to be given to the integration of the payment details with the

calling channel to ensure that business and accounting requirements (e.g. daily balancing by

User) are met.

Card Payment

Society for Promotion of Information Technology and e-Governance, Himachal Pradesh is

looking forward to prepare Government Payment Gateway. Proposed process flow for Card

Payment is exhibited in following figure:



Himachal Pradesh 22

Note: Typical response times between processes 1 and 5 are between 5 and 10 seconds depending on

infrastructure components

1. Citizen can forward request to GPG by registering themselves on GPG Portal and selecting

from the list of service available with GPG Portal.

2. Citizen can also initiate transaction from Department’s website which captures payment

information from citizen and sends Payment Request via the internet to Government Payment

Gateway.

3. Payment Gateway performs initial validation of Payment Request before passing Request to

Payment Service Provider.

4. Portal requests authorisation from Card Provider (VISA, Mastercard etc). Card Provider

checks that request is valid (funds available, valid card details etc.) and passes response back

to GPG.

Dept Portal

Payment

Service Provider

Card

Department

Back-end

System

Banks

Gateway

Transact

Engine

Help

Government

Payment

Gateway

2

4

11

7

8

3

9

5

Internet 6

Citizen 1

10

Sub Heads Sub Heads Sub Heads



Himachal Pradesh 23

5. On receipt of response, GPG stores payment request and passes details of response to

Payment Gateway.

6. On receipt of response from Portal, Payment Gateway stores payment details and passes

response details back to line Department and Treasury.

7. After completion of successful transaction, GPG should produce the acknowledge receipt

containing details of transactions (Citizen details, service details, payment details etc.) which

citizen can print and keep with him for future record purposes.

8. Payment Gateway also passes information to Department Back-End system and their sub

systems for updating of Customer and its financial transaction record with payment details

and time stamp.

9. Payment Gateway will store and reconcile details as per respective departmental sub heads

and forward it to department and a copy to treasury.

10. Department staff can use GPG Portal to check status of payment requests against payments

made using their login details.

11. At the end of each day, Portal sends the details of successful Payments to the Department’s

respective Bank(s) for information

12. Department reconciles bank statement with back-office payment records to account for

monies. Additional MIS available from Help Desk and Portal to reconcile mismatches on

amounts.



Himachal Pradesh 24

Direct Debit

1. Citizen can forward request to GPG by registering themselves on GPG and select the service

available with GPG Portal

2. Department website or portal captures Direct Debit Instruction (DDI) information from

customer and sends DDI Set-up Request via the internet to Government Payment Gateway.

3. Payment Gateway performs some initial validation of DDI Set-up Request before passing

Request to Payment Service Provider.

4. Payment Service Provider checks DDI Set-up request is a valid request and if it is, informs

Payment Gateway that Set-up Request has been successfully received (but not yet

authorised). Payment Gateway passes response (in real-time) to calling Department website.

5. Payment Service Provider passes Set-up Request to Electronic Clearance Service (ECS) for

processing, ECS registers the Set-up request with the relevant Merchant Acquirer (bank). If

Department

Portal

Payment

Service

Provider

ECS

Department

Back-end

System

Banks

Gateway

Transact

Engine

Help

Desk

Government

Gateway

Payment 5

11

7

8

3

9

6

4

Internet

2

Citizen 1

10

Sub Heads Sub Heads Sub Heads



Himachal Pradesh 25

approved, ECS informs Service Provider that set-up was successful along with a DDI

number.

6. Service Provider informs Payment Gateway that Set-Up was successful, along with the DDI

number.

7. Payment Gateway informs Department Back-Office system that the Set-Up was successful,

and includes the DDI number.

8. Departments may request drawing of money from the customer’s account against an

authorized DDI via Gateway. Payment Gateway will check details before logging and passing

to Payment Service Provider who do similar process before passing to ECS.

9. GPG request settlement of funds between customers and Departments’ banks.

10. Amounts will appear on Departments bank statement for reconciliation. Where transactions

fail (account closed etc) an additional report should be made available by the service

provider.

11. Department staff may check status of DDI Set-up requests and transactions using the

Payment Gateway Portal.

2.2 SETTING UP A PAYMENT SERVICE

There are a number of business decisions or actions required as part of the setting up of a

Payment Service using the GPG.

Merchant ID (MID)

Bidder shall help the State Departments or Other Authorities for obtaining an e-commerce

Merchant ID from their bank. This is normally a straightforward process but is essential for

taking payments via the internet.

Collection Structure

State Departments in consultation with service provider will determine the Collection structure

that they wish to deploy. A Collection structure in this context defines the account to which the

payment will be made for the Department. For example a Department may choose to create a

single account for whole Department e.g. Department of Tourism wants to receive all payments

in one account only. In such case where one account is used, only one MID is required, but it will

be the bidders responsibility to transfer sufficient data (in consultation with Treasury and

Departments) in the User Transaction Reference fields so that they reflect the correct details of

transaction. If multiple accounts are required for collection of payments for single Department,

separate MIDs will be required for each account.



Himachal Pradesh 26

Banks & Card Types

The Payment Gateway should accept all of the major Indian credit and debit cards along with

Internet Banking but not limited to following:

Credit Cards

VISA MASTERCARD AMEX

Banks

SBI HDFC Bank ICICI Bank

AXIS Bank ABN AMRO Bank IDBI

Punjab National Bank Union Bank of India Syndicate Bank

Associate Banks of SBI Bank of India Bank of Baroda

Oriental Bank of Commerce Corporation Bank

The card types actually accepted by Departments for a specific Service should be configurable on

a Service by Service basis.

Currency

GPG will use INR for payments.

2.3 CARD PAYMENT PROCESSING

The following sections describe, in a logical (chronological) order, the processing that takes place

from the capturing of the card details at the Department website through to the posting of the

authorized payment details to the Department back-office system.

Capturing the Card Details

Capturing of the card details for a payment for a service is the responsibility of the GPG portal.

Bidder should ensure that the data capture screens are to be designed and developed within the

context of the department’s application/ requirements to which the payment relates.

The core business data (indicative) required by the Payment Gateway for a valid Payment

Request comprises:



Himachal Pradesh 27

Activity Mandatory/

Optional

Description

Service Name Mandatory The name of the Service which has been

set up with the Payment Gateway and

for which the payment relates. This

enables the Payment Gateway to route

the payment and associated notifications

correctly

Payment Originator Mandatory An optional field for Departments and

Local Authorities to identify the

originator of the payment by name.

Card Number Mandatory The (typically 16 digit) card number

sometimes referred to as the PAN

Issue Date Optional Optional depending upon the rules in

place from time to time for a specific

card type or card issuer.

Expiry Date Mandatory The expiry date of the card

Issue Number Optional Optional depending upon the rules in

place from time to time for a specific

card type or card issuer.

Amount Mandatory The amount, to 2 decimal places, to be

debited from the card.

User Transaction

Reference

Optional A business reference used by the

Department to link the payment to a

customer or back-office record. List of

departments to be considered with their

set of services (Annexure XII).

The data below is captured for CVV checking and can be left out if not required

Policy Optional The policy is set according level of

checking that is required by the payment

service for CV2AVS

StreetAddress1 Mandatory (if

CV2AVS

included)

The first line of the street address

StreetAddress2 Optional The second line of the street address

StreetAddress3 Optional The third line of the street address

StreetAddress4 Optional The fourth line of the street address



Himachal Pradesh 28

Postcode Mandatory (if

CVV included)

The postcode for the street address

CV2 Optional (if

CVV included)

The card verification number (or

security code wherever applicable ) that

is found on the back of the customer

credit or debit card

Note: It should be noted that GPG should not store any login details/ Credit Card Details or other such kind

of details. Bidder should strictly follow rules and guidelines defined by RBI, Ministry of Finance,

Government of India and other financial institutions for the online payment transfers.

Any other data collected by Departments will be a requirement of the business processing

associated with the service for which amount has being paid for the successful processing of

payment.

Once the details have been captured by the website or portal they are translated into a payment

request for submission to the Payment Gateway in an agreed format and over a Secured Socket

Layer (SSL).

Payment Processing

On successful validation of the card details, the Payment Gateway passes the Payment Request

via a dedicated secure link to the Payment Service Provider.

GPG is responsible for obtaining, in real time, authorization from the card issuer for the payment

being requested. Prior to making the authorization request to the card issuer, GPG will carry out

similar validation on the card details to that described above.

The card issuer will validate the card details and payment request and return either an

authorization code if the request was successful or a failure response if the request failed.

Typically reasons for failure will include:

• Insufficient funds available on the card

• Card has been ‘stopped’

• Card details (Name, Card No., CVV etc) do not match the card issuers records

Where the Payment Request has failed, GPG will capture the failure code and keep for the record

for future references. Where the Payment Request succeeds, system will respond to the Payment



Himachal Pradesh 29

Gateway with an Authorization Code. In both cases, system will also supply an additional

reference number – Unique transaction ID – and a Time Stamp of when the request was

approved. Both of these data items are important for the reconciliation process.

Payment Gateway Response to Department Web Site

On receipt of authorization for the Payment Request, the Payment Gateway will log in the

database the status of the Request and will store the additional data items supplied by System –

Authorization Code, Bank Ref and Time Stamp.

The Payment Gateway will then provide a response to the calling portal or web site with the a

status code of ‘successful’, the Payment Reference, the authorisation Code, the Unique

Transaction ID and the Time Stamp.

2.4 REFUNDS

Refunds will be made through the existing process against any payment made through the

Payment Gateway.

2.5 OTHER MISCELLANEOUS FUNCTIONALITY

Reconciliation of Bank Totals

The Payment Gateway should have specific functionality to do the reconciliation of daily totals

with bank totals on behalf of a State Departments including Local Authority.

It can also provide key components to support the Reconciliation process, including:

• Transaction Level MIS Report from Help Desk.

• Consistent Time Stamping throughout to clearly define daily settlement batches

• Return of Bank Ref for consistency of referencing throughout process (Bank Ref is the

reference which the bank will hold for each transaction)

• Response to Portal following Payment Request (includes both Bank Reference and

TimeStamp as well as Payment Reference and Authentication Code)

• Updations (where implemented) of payment request. Will also include any User Transaction

References for easy matching to Back Office (e.g. CRM) records.



Himachal Pradesh 30

2.6 MIS AND OTHER REPORTS

The system must record transactions and have provision to view them using the payment Service

reporting facilities. The MIS provided to SITEG should include customer id (Account no. in this

case), amount paid, transaction ID, date, time and payment mode (e.g. credit, debit, direct debit

etc.). The MIS reports to be submitted by the Vendor shall be finalized with the successful bidder.

Sample set of MIS reports is enclosed as Annexure X.

• Transaction file: The transaction file shall contain all of a day's transactions up to an agreed

upon time (e.g. 5:00 p.m.). All transaction after that agreed upon time shall appear in the

next day's transaction file. Vendor shall make the transaction file available to SITEG and

State Department no later than 8:00 a.m. on the next day. SITEG’s and Departments access

to the files shall be a password protected, 128-bit encrypted, non-degradable, Secure Sockets

Layer (SSL), connection.

• Records/Data Retention: GPG shall retain authorization logs and transaction records for the

entire period of contract. The VENDOR shall establish and maintain adequate records of all

expenditures incurred under the Contract. All records shall be kept in accordance with

generally accepted accounting procedures. All procedures shall be in accordance with

Central and State Government Rules and regulations. Throughout the term of this Contract,

SITEG shall have the right at any time to inspect transaction records associated with

collection of transaction charges.

Access to real time data: GPG shall provide SITEG with the capability to securely access

(via password-protected site) to real-time transaction information.

2.7 INTEGRATION WITH EXISTING SYSTEMS

Online Treasury Information System (OLTIS)

The present software ‘Online Treasury Information System’ (OLTIS) was designed by NIC as a

web enabled application with Windows 2000 as operating system, MS SQL server at the back end

and MS Visual Basic at the front end. The first version was developed and implemented in a

phased manner from June 2003 onwards in all the district treasuries.



Himachal Pradesh 31

This software has been installed in all the District Treasuries and Sub-Treasuries of State. The

bills are presented in the Treasury at Token section, where computerized Token No. is assigned to

every bill or challan. Then the bill is referred to the bill passing section. On feeding, token No. in

the computer in bill passing section, all the information is reflected by the computer.

Subsequently bill is passed or objected by the District Treasury Officer/Treasury Officer in the

same process.

The accounts of Sub-Treasury are being uploaded in the District Treasury accounts directly and

porting of accounts is being done through pen drives. The accounts of District Treasury are being

rendered to the Accountant General Office through soft copy as well as the physical vouchers and

reports.

Integration Procedure:

GPG has to provide an online interface for data updation in OLTIS. Any successful transaction

through GPG should update the details of transaction on the basis of head and sub head defined in

OLTIS which should get reflected in OLTIS on real time basis.

SMS Gateway

IT Department has established SMS Gateway for sending messages to citizens and

government employees regarding services and meeting notices etc. GPG has to create an

interface and send message using SMS Gateway as soon as the transaction is complete. SMS

should reflect the information regarding the Unique Transaction ID, amount, time, department

details etc. to the user.

2.8 INFRASTRUCTURE AVAILABLE AT DEPARTMENT OF INFORMATION TECHNOLOGY

This is to be noted that application developed will be hosted with Department of Information

Technology, Government of Himachal Pradesh. Infrastructure details are provided in Annexure

XIII.

2.9 AVAILABILITY

The GPG should facilitate multiple users making transactions from various locations at a single

point of time. Hence, the Service must support unlimited user access.



Himachal Pradesh 32

GPG service should be available at least 99.9 % of the defined service delivery time. In case of

failure on account of service provider, penalty will be imposed based on section 3.16.6 of this

document. Service unavailability resulting from loss of network availability can be excluded from

service availability calculations if the network availability loss is caused by any factors beyond

the vendor’s control, such as natural disasters, IP transit provider or end user's portion of the

network failure.

2.10 SECURITY OF TRANSACTION

Bidder shall certify that online financial transactions are to use secure data transmission and a

standard public-and-private key encryption system that encrypts the user’s submission of private

financial data before it leaves their web browser. The data must remain encrypted throughout

transmission until it’s safely received at the intended server where it is decrypted and processed.

• Bidder shall ensure that appropriate security measures are put in place to protect GPG

internal systems from intrusions and other attacks while conducting e-payment transactions,

whether internal or external, e.g., message interception, tampering, redirection, repudiation

etc..

• Bidder shall ensure compliance with national and international information security standards

and best practices.

Bidder shall describe approach and methodology and ensure the compliance but not limited to

following points:

• Identity management and access control

• By assuring and explaining the method needed to prohibit customers from accessing data

in possession of SITEG

• By assuring and explaining how access control is strictly enforced and audited and all

remote administration of the hardware, operating system, or application software is

possible only through the use of strong, dual-factor authentication techniques such as

token based or challenge-response methods.

• Information assurance including:

- Assessment of vulnerabilities, threats, and impacts

- Security risk mitigation strategies

- Privacy management,

- Resilience, fail-over and redundancy

- Security incident detection and handling,

- Compliance management, monitoring, and auditing



Himachal Pradesh 33

• Application security including:

- Authentication; providing flexible and robust user authentication which may include

web authentication, privilege management and extra net management services.

- Authorization,

- Data integrity, determining how to maintain data integrity and users' confidentiality and

privacy; handle legal issues with regard to misuse or fraud and options for resolution,

- Data confidentiality:

o In transit by providing the ability to execute secure, authenticated, two-way

transactions as well as ensuring that all other data is encrypted beyond the reasonable

threat of a successful force attack

o In storage by ensuring that confidential data in databases from which public data is

being extracted will not be compromised,

- Non-repudiation,

• Securing the relevant infrastructure and integrating with existing SITEG infrastructure

security including network perimeter defenses, server security, and data infrastructure

security

• Refresh or back key on the keyboard should be disabled

• Implementing penetration analysis and intrusion detection policies to ensure that the

application remains as secure as possible over time.

• Payment Services must offer fraud screening tools to reduce fraudulent transactions. This

includes address verification, card code value (CVV) verification, expiry date of the card,

date of birth etc. to ensure that the payments made via payment Service are legitimate.

• The payment Service should adhere to certain standards such as Veri Sign Secured/

VBV/ Secure Code. The payment Service must offer SSL (Secure Sockets Layer) for

transaction security.

2.11 SUPPORT & MARKETING

• The payment Service must offer 24*7 telephone and email support for technical and non

technical queries. There should be single point of contact for any query resolution from

bidder’s side. The telephone numbers and support email ID must appear prominently on

the payment page.

• Marketing of the service: SITEG shall actively promote the GPG services provided

hereunder to its customers. All marketing materials produced by bidder exclusively for

SITEG must be approved by the SITEG. Release of broadcast e-mails by bidder

pertaining to this Contract shall not be made without prior written authorization from

SITEG. VENDOR shall not distribute any news release pertaining to this Agreement and



Himachal Pradesh 34

project proceedings during the contract without the prior consent of SITEG.

2.12 DATA BACKUP

Bidder shall make regular backups of GPG transactions related data. Bidder shall make backups

available to authorized personnel at the operation centre and/or SITEG entities upon request.In

any case bidder should not keep the any data related to GPG with him.

2.13 DURATION OF PROJECT

Total duration of project is three years including warranty and support from the date of Go Live.

This also includes continuous updation and upgradation of system.

2.14 MAINTENANCE

Scheduled Maintenance: Bidder shall specify the basis for scheduled maintenance causing / or

not causing disruption to GPG service. Disruption of service due to scheduled maintenance is to

be excluded from service uptime (availability) calculations provided to SITEG. Maintenance shall

be performed during off-peak hours and bidder shall always provide advanced notice of

scheduled maintenance to SITEG and State Departments including local authorities.

Emergency Maintenance: Bidder shall specify the major reasons for performing emergency

maintenance (Example: security related issues). The bidder shall notify immediately to SITEG

regarding the emergency maintenance. Unnotified service unavailability due to emergency

maintenance will be included in the service downtime calculations.

2.15 DISASTER RECOVERY AND BUSINESS CONTINUITY PLAN

Bidder shall describe, establish and maintain an alternative payment processing arrangements to

resume GPG services within 24 hours, in the event the service is unavailable due to human error,

equipment failure, man-made or natural disaster.

Bidder must describe in detail its recommended approach for alternative service provision

arrangements and its disaster recovery testing cycle.

2.16 AUDITING



Himachal Pradesh 35

All GPG records related to e-payments with respect to SITEG or consumer shall be available for

inspection, auditing and copying by SITEG or other authorized representatives. Bidder shall be

acting to correct or remedy any audit results within a time period agreed upon with the SITEG.

2.17 INFORMATION ACCESSIBILITY

• Bidder shall provide access to payment information to specified users and administrators

authorized by the SITEG using the service on a timely basis in an accurate,

understandable and logical format. Access can be given to a transaction "Log". The

details of information in transaction log are to be agreed upon with the SITEG

• Bidder shall not provide access of payment information to "any third party" unless

mutually agreed to with the SITEG or requested by State Department.

2.18 LANGUAGE

Government Payment Gateway services shall be provided in English and Hindi wherever

necessary as per requirement of SITEG and State Departments.



Himachal Pradesh 36

3 BIDDING PROCESS

The Service Provider would be selected through a transparent two stage bidding process, as

specified in the subsequent sections of this Tender.

3.1 INVITATION FOR BIDS

SITEG invites bids from eligible companies for Design, Development and Implementation of

Government Gateway Payment Gateway. The bids would comprise of Technical and Commercial

bids based on which evaluation of the bid would be done. The bidder will be responsible for the

completeness of the bid it submits.

3.2 EARNEST MONEY DEPOSIT

The earnest money for the bid would be Rs.50,000 /-. The cost is to be paid through a bank draft/

Bankers Pay order favoring “Member Secretary (EC), SITEG” payable at Shimla. Bids not

accompanied by the earnest money will not be considered and rejected summarily.

3.3 CONTACTING SITEG

Proposals, queries, requests if any, regarding the bid should be forwarded to the Member

Secretary (EC),SITEG, SITEG, Block No.23, SDA Complex, Kasumpti, Shimla – 171009.

Clarification may also be sought through email at _________________________, or through

telephone at………………….

3.4 BIDDING STAGES

3.4.1 Two stage-Two envelope bidding process

The Bidder should submit the response to the present tender in Single Envelope, which contains

following items:

(ENVELOPE- I): Technical-cum-Eligibility Bid – (1 original + 1 copy in Envelope I including

soft copy of Bid)

(ENVELOPE- II): Commercial Bid – (1 original + 1 copy in Envelope II)



Himachal Pradesh 37

All the envelopes must be super-scribed with the following information:

Type of Bid: Technical-cum-Eligibility or Commercial

Bid Title: Tender FOR “Design, Development and Implementation of Government Payment

Gateway”

Bid Reference Number: ________________

Name and address of the Service Provider: ___________

Payment Receipt No. With date for the Payment made for the purchase of the Tender document

(Rs.5000/-)

3.4.2 Amendment in this Document

At any time not less than three days prior to the deadline for submission any reason, whether at its

own initiative or in response to a clarification to the prospective bidder, SITEG may modify this

document by amendment. Bidders are advised to visit www.himachaldit.gov.in website regularly

to see any changes. All prospective bidders who have received this document from SITEG office

by submitting tender fees will be notified in writing or by fax or by e-mail, and will be binding on

them.

3.4.3 Cost of Bidding

The Bidder shall bear all costs associated with the preparation and submission of its bid and in no

case SITEG will be held responsible or liable for these costs, regardless of the conduct or

outcome of the bidding process.

3.4.4 Bid Prices

The Bidder shall quote price in clear terms on per test basis. Pricing should be as per the format

for Financial Bid described in Annexure II. The cost should include cost of all the activities

proposed by the vendor like design, development and implementation. The aggregated price

should be quoted in words also. The Financial Bids should strictly conform to the formats to

enable evaluation of bids. It may be noted that the bids having any hidden costs or conditional

costs will be liable for rejection.

3.4.5 Bid Currencies

Prices shall be quoted in Indian Rupees (INR) only.



Himachal Pradesh 38

3.5 PRE BID MEETING

a) The SITEG shall organise an Open Forum from 11.00 AM onwards on 10-05-2010 (if

necessary the discussion can continue on next working day) in the Conference Hall, SITEG,

Block No.24, SDA Complex, Kasumpti, Shimla – 171009. The client may incorporate

changes in the RFP and / or design based on acceptable suggestions received during the

interactive Pre Bid Meeting. The Client may also make changes in the RFP on its own or on

the basis of suggestions received from the Department of IT, Government of Himachal

Pradesh. The decision of SITEG and Departments regarding acceptability of a suggestion (or

otherwise) shall be final in this regard and shall not be called upon to question under any

circumstances. The bidders are requested to submit any questions (in the format given as

Annexure IX) in writing not later than 4.00 PM on 10-05-2010. It may not be possible at the

Pre Bid Meeting to answer questions which are received late. However, prospective bidders

are free to raise their queries during the meeting and responses will be conveyed to all the

prospective bidders (by way of hosting amendments/ clarifications on the website

(www.himachaldit.gov.in) in accordance with the respective clauses of the RFP.

b) Only those prospective bidders, who register themselves before 11.00 AM with Member

Secretary (EC), SITEG, 24 SDA Complex, Kasumpti, Shimla – 171009., on 10-05-2010,

shall be permitted to take part in the deliberations during Pre Bid Meeting.

c) Based on the feedback / suggestion from the perspective bidders and SITEG, modified RFP

(including list of sections where corrections have been made) will be hosted on the website

i.e. at www.himachaldit.gov.in Therefore, Bidders are requested to visit the said website on

regular basis for checking necessary updates. These changes can be incorporated till 3 days

before the date of bid opening.

3.6 SUBMISSION OF BIDS

The offers should be submitted as per instructions given above in Single sealed envelope

containing Technical bid and Commercial bid.

Sealed offer must reach SITEG before the last date and time of submission specified above. Bids

submitted late are liable to be rejected out rightly.

� Apart from the bid to be submitted in the manner detailed above, no other bids should be

sent to the SITEG and any such offers will not be valid bids. Bids sent through telegram /

telex/ fax/ e-mail, and bids not submitted in the standard formats given in the Tender

document shall be summarily rejected.

� Bidders must keep their offer open for a minimum period of 90 days from the last date of

submission of Tender within which date the Bidder cannot withdraw their offer, subject,



Himachal Pradesh 39

however, to the period being extended further, if required, by mutual agreement from

time to time.

� The authorized representative of the bidder should sign and stamp the bottom of each

page of the Tender document, including all documents.

� Bidders must ensure that the conditions laid down for submission of the offers are

completely and correctly fulfilled. Bids that are not complete as stipulated above may be

summarily rejected. All formats should be filled up without leaving any column unfilled.

� Incorrect or misleading information: If the bidder deliberately gives incorrect or

misleading information in his bid or wrongfully creates circumstances for the acceptance

of his bid, the SITEG reserves the right to reject such bid at any stage.

� The overwriting and the corrections must be attested.

3.6.1 Performa and Schedules

The bidder should fill up the Performa, Annexure and Schedules with information asked for in

each column. Where a separate document is expected, the bidder may attach it in the bid.

Item Description

Annexure-I Technical Proposal Letter

Annexure-II Commercial Bid Format

Annexure III Detailed Commercial Bid Format

Annexure IV Service Provider Description

Annexure V Technical Evaluation Criteria

Annexure VI Format for Submission of Resume

Annexure VII Format for providing citations

Annexure VIII Format for Statement of Deviations(s)

Annexure IX Request for Clarifications

Annexure X Declaration Regarding Clean Track Record

3.6.2 Deadline for submission of proposals

Proposals must be received by the SITEG at the address specified in the Tender not later than the

time and date stipulated in the Tender document. The SITEG may, in exceptional circumstances

and at his discretion, extend the deadline for submission of Proposals by issuing a

corrigendum or by intimating in writing or by facsimile or through e mail in accordance with the

tender requirements. In this case, all rights and obligations of the SITEG and the bidders

previously subject to the original deadline will thereafter be subject to the deadline as extended.



Himachal Pradesh 40

3.6.3 Late Bids and Rejection of Bid

Only sealed proposal properly delivered and received by the SITEG office will be accepted. No

proposals will be considered that are received after the specified time. Any proposal so received

will be returned to the bidder unopened. Proposals submitted by fax, email or other means of

electronic communications are not acceptable. The SITEG individually reserve the right to reject

any and all purposed proposals, to waive any informalities or irregularities, and to make the

selection of any proposal(s) or portions there of deemed in the best interest of the department.

3.6.4 Correction of Errors

The Bids shall be evaluated by the SITEG for completeness and accuracy. Bidders are advised to

exercise greatest care in entering the pricing figures. No excuse that mistakes have been made or

requests for prices to be corrected will be entertained after the bids is submitted. All corrections,

if any, should be initialed by the person signing the tender form before submission, failing which

the figures for such items may not be considered.

Arithmetic errors in bids will be corrected as follows:

• Where there is a discrepancy between the amounts in figures and in words, the amount in

words shall govern.

3.7 EVALUATION COMMITTEE

The Evaluation Committee(s) constituted by Secretary, SITEG shall evaluate the bids. The

Committee(s) may choose to conduct negotiation or discussion with any or all the bidders. The

decisions of the Evaluation Committee(s) in the evaluation of the bids shall be final. No

correspondence will be entertained outside the process of negotiation / discussion with the

Committee(s).

3.8 EVALUATION OF BID

The bids received from the firms would be evaluated on the basis of their Technical and Financial

competencies. Evaluation Committee will carry out technical evaluation of each eligible bidder as

per the Technical criteria mentioned in Section 3.8.1. Financial bids of only technically qualified

bidders will be opened.

SITEG may waive any minor infirmity or non-conformity or irregularity in a Bid, which does not

constitute a material deviation, provided such a waiver does not prejudice or affect the relative



Himachal Pradesh 41

ranking of any Bidder.

3.8.1 Technical-cum-Eligibility Bid

The Performa for Technical-cum-Eligibility bid is as per Annexure-V. The criteria to evaluate

technical bid is as follows:

3.8.1.1 If prime bidder is a registered company:

1. The bidder should be registered under the Indian Companies Act 1956.

2. The bidder should have average annual turnover of Rs.20 Crores during last two financial

years.

3. The bidder should have average annual turnover of Rs.10 Crores from IT projects during

last two financial years.

4. The bidder should have a proven prior experience of at least 5 years in implementation/

delivering of online payment gateway solutions in the country or overseas.

5. The Bidder should have industry accreditations of SEI - CMMi level 4 or above for IT

solutions or product development

6. The bidder should have developed at least 5 payment gateway portals performing

minimum 30000 online transactions per year for the previous three financial years.

7. The Bidder should have developed a minimum of 10 web portals with minimum contract

value of 20 Lacs.

8. The bidder should already have a tie-up with the payment gateway provider bank with the

qualifications defined in section 3.8.1.2

9. The bidder should provide minimum manpower for the Project as per the details

mentioned at Annexure-'XIII'

3.8.1.2 If Prime Bidder is a bank:

1. The bidder should be a scheduled bank registered under Banking Regulation Act 1949

2. The bidder should have been rated as Grade ‘A’ during the Statutory Audit conducted by

RBI or NABARD .

3. The bank should have atleast one CBS branch in Shimla town.

4. The bidder should have implemented at least 5 payment gateways performing minimum

30000 online transactions per year for the previous three financial years.

5. The bidder should already have a tie-up with the application solution provider with the

qualifications defined in section 3.8.1.1

Note:

1) The technical criteria as mentioned above are essential criteria and non-fulfillment of any of



Himachal Pradesh 42

the above mention criteria will make bidder ineligible for this Tender and rejected without further

communication.

2) A consortium of companies duly backed up by an Agreement (to be submitted along with bid)

is also eligible to participate subject to the following two conditions and satisfaction of the

Tender Evaluation Committee during the evaluation of the tender.

In the event of consortium being unacceptable to the Client, the Prime Bidder may be given an

option of going on its own:

• The prime bidder of this consortium shall be liable for adherence to all provisions of this

Agreement.

• The consortium will draw upon human, technical and other resources of all the members

during implementation and maintenance of the GPG Project. The Technical Bid shall include

exact details in this regard, so that a consortium is not artificially created only to improve the

score in Technical Bid.

The Bidder should fill Performa as per Annexure I as part of Technical bid. The Evaluation

Committee will evaluate the technical bid of all eligible Bidders and allot marks as per technical

criteria mentioned above.

3.8.2 Financial Bid

The Financial bids of only Technically Qualified Bidders would be opened. The Financial Bid

should be filled only as per the format provided in Annexure III. No deviations from this format

will be accepted. The Gross Bid Value as per Annexure II shall be used by the SITEG for the

purpose of evaluation of bid. The bidder whose commercial offer will be lowest will be ranked as

L1.

3.8.3 Capping of transaction

Transaction charges for transactions of value more than Rs. 1000/- shall be restricted to a

maximum of the percentage of Rs. 1000/- as quoted in the bid (Annexure III). However, for

transactions of values upto Rs. 1000/- transaction charges shall be as per actual based upon the

value quoted in the financial bid.

3.9 ACCEPTANCE OF OFFER

The SITEG reserves the right to accept any bid under this Tender in full or in part, or to reject any



Himachal Pradesh 43

bid or all bids without assigning any reason.

3.10 AWARD OF CONTRACT

The letter of intent (LOI) will be issued to the bidder ranked as L1 and such successful bidder will

be designated as Service Provider.

3.11 SERVICE LEVEL AGREEMENT (SLA)

Successful bidder would be required to enter into a Service Level Agreements with the SITEG at

the mutually agreed terms within three weeks from the date of issuance of Letter of Intent. In case

the SLA is not executed within the said stipulated period, SITEG will be at liberty to forfeit the

EMD and L2 will be invited to sign Service Level Agreement. Any modification to the existing

tender which includes proposed amendment till the date of final bid will form part of SLA.

However, any deviation/ modification from the tender clause will be at the sole discretion of

SITEG. The SLA is to be drafted later after award of work.

3.12 PERFORMANCE BANK GUARANTEE

• The successful bidder shall at his own expense deposit with SITEG, within thirty (30) days of

issuance of LOI or prior to signing of the SLA whichever is earlier, an unconditional and

irrevocable Performance Bank Guarantee (PBG) from a Nationalized bank acceptable to

Member Secretary (EC), SITEG, payable on demand, for the due performance and fulfillment

of the SLA by the bidder.

• The performance guarantee shall be denominated in the currency of the SLA and shall be by

bank guarantee.

• This Performance Bank Guarantee will be for an amount of Rs. 15,00,000/-. All charges

whatsoever such as premium; commission etc. with respect to the Performance Bank

Guarantee shall be borne by the Service Provider.

• The performance bank guarantee shall be valid till the end of three months after the

completion of the maintenance period (three years). Subject to the terms and conditions in the

Performance Bank Guarantee, at the end of three months after maintenance period, the

Performance Bank Guarantee will lapse automatically.

• The Performance Bank Guarantee may be discharged / returned by SITEG upon being

satisfied that there has been due performance of the obligations of the Vendor under the

contract. However, no interest shall be payable on the Performance Bank Guarantee.

• In the event of the Service Provider being unable to service the SLA for whatever reason, the



Himachal Pradesh 44

SITEG would revoke the PBG. Notwithstanding and without prejudice to any rights

whatsoever of SITEG under the Contract in the matter, the proceeds of the PBG shall be

payable to SITEG as compensation for any loss resulting from the Bidder’s failure to

complete its obligations under the Contract. SITEG shall notify Service Provider in writing of

exercise of its right to receive such compensation within 14 days, indicating the contractual

obligation(s) for which the Bidder is in default.

• SITEG shall also be entitled to make recoveries from the 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.

• All disputes are subject to jurisdiction of Shimla High Court and its Subordinate Courts.

3.13 INTELLECTUAL PROPERTY RIGHT

Facility and Software

Software for SITEG is going to be a custom design from Architectural, Design, Development and

Configuration point of view. The IPR relating to Software and other materials related to project

and its operation will be owned by SITEG.

All rights related to Documentation, software, licenses and other materials used during the project

reserved with SITEG only.

Violation of IPR

The software vendor will ensure that there is no violation of intellectual property rights, in any

form, during execution of this project.

The software vendor shall indemnify the State Government from all actions, costs, claims,

demands, expenses & liabilities, whatsoever, resulting from any actual or alleged infringement as

aforesaid and at the expenses of the Software Vendor, the SITEG shall be defended in the defence

of any proceedings which may be brought in that connection.

3.14 CHANGE ORDER

If the SITEG requires that any activity/activities, which is not provided for under the "Scope of

work” and “Proposed Solution” in the Bid document and the competent authority is convinced

that the same can't be considered to be deemed to be covered under the scope of work as



Himachal Pradesh 45

mentioned in the Bid document, need to be developed, then the SITEG may ask the software

vendor to work out the requirement of effect in the form of '' Man Weeks'' for the same. The

SITEG after assessing the quantum of work will determine the requirement of man weeks. If the

vendor agrees with the decision of the SITEG, he will proceed to execute the work. The payment

will be made for such deployment on the basis of rates quoted in the Price Schedule of the Bid

document. The total value of such additional work will be limited to 20% of total contract value.

Note: Change Order does not include the addition, modification and deletion of services to GPG.

3.15 TERMINATION OF CONTRACT

The SITEG, without prejudice to any other remedy for breach of Contract by written notice of

default sent to the Service Provider may terminate the Contract fully or in part. If the selected

Service Provider fails to deliver any or all Contracted services as per service standards specified

in the Contract or If the selected Service Provider fails to perform any other obligation (s) under

the Contract, or If the Service Provider has engaged in corrupt or fraudulent practices in

competing for or in executing the Contract.

In the event SITEG terminates the Contract in whole or in part, SITEG may procure, upon such

terms and in such manner as it deems appropriate, services similar to those undelivered, and the

selected Service Provider shall be liable to SITEG for any excess costs for such similar services.

However, the Service Provider shall continue performance of the Contract to the extent not

terminated. Alternately, SITEG would be free to fully take over the assets and operations earlier

being undertaken by the Service Provider on depreciated Book Value of the assets, without

prejudice to any other action as contemplated in the Contract.

3.16 CONDITIONS OF CONTRACT

3.16.1 Acceptance Test

SITEG will carry out the acceptance test for every deliverable. The Service Provider has to

arrange for demonstration of software on its behalf for undertaking the acceptance test on the date

and time communicated by SITEG.

3.16.2 Changes and enhancements in the scope of work

If during the execution of project, it is found that the SITEG wants changes in the scope of work,

then the Service Provider and the SITEG may renegotiate the contract based on rates as per award

of contract & upon mutual agreement in writing.



Himachal Pradesh 46

3.16.3 Allowances and compensation

SITEG shall not be responsible for providing accommodation to the Service Provider or to his

representatives who will be visiting various sites during the course of the project under this

contract. However, working space, if available, may be provided on request.

The SITEG will not pay any allowance or other compensation for the visits of the Service

Provider or his representatives and for the time spent on project sites for performing work

covered under this SLA.

Employees of Service Provider will in no way be the employees of the SITEG. The Service

Provider has to observe all the State & Central Labour laws. Service Provider will indemnify the

SITEG Administration for loss and damages payable to the workers of the Service Provider by

order of any law-enforcing agency.

Service Provider shall indemnify the SITEG for loss and damages suffered due to passing on of

programs / modules / information to any other person / Agency by his partner / Agent / Servant /

any person working on his behalf.

3.16.4 Inspection and Auditing

SITEG reserves the right to nominate a suitable inspecting / auditing agency to inspect / audit the

application software developed by the Service Provider. In the course of inspection / audit, if any

deficiencies / shortfalls are noticed, it shall be the responsibility of the Service Provider to fix

them to the satisfaction of the Project Coordinator.

If for reasons to be specified by the inspecting authority or its nominee, any corrections or

changes are found necessary, the Service Provider shall at his own cost carry out the corrections.

The Service Provider however shall be entitled for extension of time to complete the contract on

account of such correction.

3.16.5 Taxes

Where any/ all payment hereunder to be made by one Party to the other is subject to the deduction

of withholding taxes as imposed by the taxation authorities, then the Party required to deduct the

required amount of withholding tax shall remit the said amount to the relevant taxation or other

authority. The Party required to withhold any withholding tax shall provide to the other Party all

necessary information (including but not limited to the original tax receipts issued by the relevant

taxation or other authority for any amounts withheld) in order to enable the other Party to obtain a

tax credit in respect of any taxes withheld. All amounts due under the Agreement are exclusive of



Himachal Pradesh 47

VAT, GST or similar taxes imposed on the Service which shall be paid by the Party invoiced in

addition at the relevant rate from time to time upon receipt of a valid invoice.

3.16.6 Penalty and service levels

If the vendor fails to deliver and commission the work within the stipulated delivery period of

the Purchase Order / Contract, the vendor shall be liable to pay, as penalty, charges a sum of

1% (one percent) of the PBG per week upto 6 weeks period. In case of delay beyond this period,

the PO shall be deemed to have been cancelled and entire PBG amount shall stand forfeited by

the venders.

The vendor should complete 99% of attempted transactions each month. The vendor and SITEG

shall regularly review the performance of the services being provided by the vendor and the

effectiveness of this SLA. As and when the Disaster Recovery (DR) site comes up for State Data

Center (SDC), the corresponding SLAs will be included.

Definitions

For purposes of this Service Level Agreement, the definitions and terms as specified in the

contract along with the following terms shall have the meanings set forth below:

"Uptime" shall mean the time period for which the specified services / components with specified

technical and service standards are available to the state and user departments. Uptime, in

percentage, of any component (Non IT & IT) can be calculated as: Uptime = {1- [(Downtime) /

(Total Time – Maintenance Time)]} * 100

“Downtime” shall mean the time period for which the specified services / components with

specified technical and service standards are not available to the state and user departments and

excludes the scheduled outages planned in advance for SDC and the link failures.

“Helpdesk Support" shall mean the 24x7x365 centre which shall handle Fault reporting,

Trouble Ticketing and related enquiries during this contract.

“Incident” refers to any event / abnormalities in the functioning of the Data Centre Equipment /



Himachal Pradesh 48

Payment Gateway services that may lead to disruption in normal operations.

“Response Time” shall mean the time incident is reported to the help desk and an engineer is

assigned for the call.

“Resolution Time” shall mean the time taken (after the incident has been reported at the

helpdesk), in resolving (diagnosing, troubleshooting and fixing) or escalating (to the second level

or to respective Vendors, getting the confirmatory details about the same from the Vendor and

conveying the same to the end user), the services related troubles during the first level escalation.

The resolution time shall vary based on the severity of the incident reported at the help desk. The

severity would be as follows:

Critical: Incidents which impact the overall solution like outage of Payment Gateway services

and which has a high impact on service delivery to citizens and respective departments. Incidents

whose resolution shall require additional investment in components or time or shall involve

coordination with OEMs. Incidents for which no work around is available. Any incident which is

affecting a majority of users (over 80% of users including department users and CSC’s).

Medium: Incidents which impact a limited number of users. The main application at SDC is

available but a productivity of limited number user is getting affected. Example Payment

Gateway application is up but certain users are unable to login/access/ submit request/ process

citizen service requests etc. Incidents whose resolution shall require replacement of hardware or

software parts, requiring significant interruption in working of that individual component.

Acceptable work around is available. For example, installation of operating system, patches etc.

Low: Incidents whose resolution shall require changes in configuration of hardware or software,

which will not significantly interrupt working of that component. Incidents like functionality

enhancement and/or support for modifications or maintenance of source code, application version

enhancement etc.

Indicative SLAs for Helpdesk/ Maintenance support calls:

Support calls to the helpdesk should be answered in 2 rings.



Himachal Pradesh 49

Basis of Measurement

Service Metrics

parameters

Baseline metrics Basis of measurement Remarks

Application

uptime

Web pages of

application, rules and

regulations hosted in

state data centre

instance- 99.9%

uptime

Measured over a

leased circuit or

equivalent at 64kbps

Bandwidth.

Measurement on Quarterly

basis by vendor.

To facilitate

quick page

loading over low

bandwidth

connections

Type of Incident Response Time Resolution time SLA

Critical

For critical incidents the resolution

time “T” shall be mutually agreed

by the State and the vendor at the

time of award of contract.

15 minutes from call

logged.

<= T

“T” shall be the agreed

resolution time between

Vendor and State nodal

agency (or else

considered to be 2 hrs for

critical incident).

Medium 30 minutes from call

logged

<=1 day from the time of

incident logged at the

help desk

Low 45 minutes from call

logged

<= 2 days from time of

response logged.



Himachal Pradesh 50

Application

response time

Static web pages of

application, rules and

regulations hosted in

state data centre

instance – maximum 7

seconds for static

pages

Dynamic web pages of

application maximum

10 seconds based

irrespective of how

dynamic web page is.

Audit by third party

administrators

Sample and

random audits

would be done by

designated

authority using

broadband as

well as dial up

connections

Application

Load Testing

Conduct load testing

on the application

every 3 Months.

Reports submitted by

vendor and audited by third

party administrator.

MIS reports.

Penalty / Liquidated Damages

Application

Performance

Target Low

Performance

Severity Penalty

Payment

Gateway-Up

time (Total time

other than

scheduled

maintenance)

>=99.9%

NA

Critical

No Penalty

<99.9% - >=

99.5%

1% of the PBG for

every 2 hours of down

time at a stretch or in

parts up to total down

time of 10.75 hours.

This down time shall

be calculated over and

above the total hours

of downtime

permissible.

Beyond 10.75 hours

of down time, 2% of

the PBG for every 1

hour of down time at

a stretch or in parts



Himachal Pradesh 51

Application

Performance

Target Low

Performance

Severity Penalty

Storage and

retrieval of

service requests

from pre-

defined

locations

>=99% <99% - >= 95%

Critical

1% of the PBG for

every 1% delay in

storage and retrieval

based on the

observations of third

party administrator or

reports submitted by

vendor

Response Time

for Web pages

<=10 sec No Penalty

> 10 sec <=30 Rs 2000 / sec

>30 sec Rs 5000 / sec

Successful

completion of

financial

Transaction

<=1% of total

number of

transaction in a

quarter

No Penalty

>1% to <=5%

of total number

of transaction in

a quarter

5% of the total

amount collected as

transaction charges

during respective

quarter

>5% of total

number of

transaction in a

quarter

10% of the total

amount collected as

transaction charges

during respective

quarter

• Any misreporting or any fraud on the part of successful bidder shall entail a penalty of INR

500 per wrongly reported transaction. The amount shall be reduced from the security deposit.

• Two consecutive monthly downtimes/unsuccessful transaction in excess of 3% will entail

penal proceedings, which may lead to cancellation of contract.



Himachal Pradesh 52

• If payments are not transferred within one working day to respective Departments then

prevailing RBI-PLR (Reserve Bank of India – Prime Lending Rates) rules would apply for

delayed payment.

NOTE: Penalties based on the above clauses shall be computed on monthly basis by the SITEG.

3.16.7 Resolution of disputes

SITEG and the selected Service Provider shall make every effort to resolve amicably by direct

informal negotiation any disagreement or dispute arising between them under or in connection

with the Service Provider.

If, after thirty (30) days from the commencement of such informal negotiations, the SITEG and

the selected Service Provider have been unable to amicably resolve dispute, either party may

require that the dispute be referred for resolution to the arbitrator as defined in the next section.

Arbitration

• All disputes, differences, claims and demands arising under the contract shall be referred to

arbitration of a sole arbitrator. The Secretary IT to the Government of Himachal Pradesh will

be sole arbitrator for this project. All arbitration will be held in Shimla.

• All disputes, differences, claims and demands arising under the contract shall be referred to

arbitration of a sole arbitrator.

• The Arbitration proceedings will be held at Shimla, Himachal Pradesh.

3.16.8 Limits on Promotion

The Service Provider agrees to make no reference to SITEG or this procurement or resulting

contract in any literature, promotional material, brochures, sales presentation or the like without

the express prior written consent of SITEG. The Service Provider shall not perform any kind of

promotion, publicity or advertising etc, at the SITEG through any kinds of hoardings, banners or

the like without the express prior written consent of the same.

3.16.9 Communication and Problem resolution

The bidder’s plan/ strategy for communicating with the SITEG Project Management Team and

the problem resolution mechanism and will submit the same for approval after award of contract.

All the communication and problem escalation will be done according to approved mechanism.

The offsite deign and developments require proper and timely exchange of information to avoid



Himachal Pradesh 53

confusion and misinterpretation on various issues.

Developer will ensure weekly progress report is sent to SITEG. The report will highlight the

progress of the project, any problem encountered and outstanding issues, if any.

Clarifications would be sought and provided during the course of the project. This would be done

in writing in an agreed format. The final decision will be documented before implementations.

3.16.10 Force Majeure

If, at any time during the continuance of contract agreement, the performance in whole or in part

by either party or any obligation under the agreement is prevented or delayed by reasons of any

war, hostile acts of the enemy, civil commotion, sabotage, fire, floods, explosions, epidemics,

guarantee restrictions issued by any Government or competent authority or acts of God

(hereinafter referred to as eventualities) then provided notice of the happening of any such

eventualities is given by either party to the other within fifteen days from the days of occurrence

thereon, neither party shall, by reason of such eventualities be entitled to terminate this contract /

agreement nor shall either party have any claim for damages against the other in respect of such

non –performance or delay in performance. Performance of the contract agreement shall, however

be resumed as soon as practicable after such eventuality has come to an end or ceased to exist,

provided that, if the performance in whole or part of any obligation under the contract agreement

is delayed by means of any such eventuality for a period exceeding six months, either party may

at his option terminate the contract agreement provided further that in the event of such

prevention or delay as aforesaid, then, instead of exercising the option of termination of contract,

both parties may consult with each other with a view to agreeing between them the action

mutually to be taken in order to minimize the effect of such prevention or delay and continue the

operation of this contract agreement

3.16.11 Corrupt or Fraudulent Practices

• The SITEG requires that the Bidders under this tender observe the highest standards of ethics

during the procurement and execution of such contracts, in pursuance of this policy, the

Purchaser defines the terms set forth as follows:

• “Corrupt Practice” means the offering, giving, receiving or soliciting of any thing of value to

influence the action of the public official in the procurement process or in contract execution.

• “Fraudulent practice” means a misrepresentation of facts in order to influence a procurement

process or an execution of a contract to the detriment of the SITEG, and includes collusive

practices among Tenders (Prior to or after tender submission) designed to establish tender

prices at artificial noncompetitive levels and to deprive the Purchaser of the benefits of the



Himachal Pradesh 54

free and open competition.

• SITEG will reject a proposal for award if it determines that the Bidder recommended for

award has engaged in corrupt or fraudulent practices in competing for the contract in

question.

• SITEG will declare a Bidder ineligible, either indefinitely or for a stated period of time, to be

awarded a contract if it at any time determines that the Bidder has engaged in corrupt and

fraudulent practices in competing for, or in

3.16.12 Confidentiality

Any information pertaining to the Govt. of Himachal Pradesh or any other agency involved in the

project. Matter concerning GoHP or with the agency that comes to the knowledge of the vendor

in connection with this contract will be deemed to be confidential and the Service Provider will

be fully responsible for the same being kept confidential and held in trust, as also for all

consequences of its concerned personnel failing to do so. The vender shall ensure due secrecy of

information and data not intended for public distribution. The affidavit to that effect should be

submitted along with PBG.



Himachal Pradesh 55

4 IMPLEMENTATION PLAN

S. No. Activity Time of Completion

(Elapsed Weeks)

1. Date of Signing of Agreement with the successful

bidder

T1

2. SRS Preparation and sign-off T1 + 6

3. Design, Development and Customization and

Integration of software/applications

T1 + 12

4. Testing, Modification and User Acceptance of

Software

T1 + 14

5. Stakeholder Training & Change Management T1 + 14

6. System “Go Live” T1 + 16 (G1)

7. Solution Documentation G1 + 4 weeks

8. Operational Support and Maintenance G1 + 36 weeks



Himachal Pradesh 56

AAANNNNNNEEEXXXUUURRREEESSS



Himachal Pradesh 57

Annexure I: Technical Proposal Letter

ANNEXURE –I (TECHNICAL PROPOSAL LETTER)

To





Dear Sir,

Ref: Request For Proposal (RFP): Selection of Software Development Vendor for Design,

Development and Implementation of Government Payment Gateway.

Having examined the RFP documents, the receipt of which is hereby duly acknowledged, we, the

undersigned, offer to provide the services as required and outlined in the RFP for GPG

Implementation Vendor.

We attach hereto our response to the RFP document, which constitutes our proposal for being

considered for appointment as the GPG Implementation Vendor.

We undertake, if our proposal is accepted, to adhere to the Project Schedule put forward in the

RFP or such adjusted plan as may subsequently be mutually agreed between us and SITEG or its

appointed representatives.

If our proposal is accepted, we will submit a Performance Bank Guarantee in the format given in

the RFP document issued by a Nationalized/ Scheduled bank in India, acceptable to SITEG, as

per the details specified in the RFP documents for due performance of the contract.

We agree to unconditional acceptance of all the terms and conditions set out in the RFP

documents.

We confirm that the information contained in this proposal or any part thereof, including its

exhibits, schedules, and other documents and instruments delivered or to be delivered to the

SITEG is true, accurate, and complete. This proposal includes all information necessary to ensure

that the statements therein do not in whole or in part mislead SITEG as to any material fact.”



Himachal Pradesh 58

It is hereby confirmed that I/We are entitled to act on behalf of our corporation/company/

firm/organization and empowered to sign this document as well as such other documents, which

may be required in this connection.

Dated this Day of 2010

(Signature) (In the capacity of)

Duly authorized to sign the RFP Response for and behalf of:

(Name and Address of Company) (Seal/Stamp of bidder)

Witness Signature:

Witness Name:

Witness Address:

CERTIFICATE AS TO AUTHORIZED SIGNATORIES

I, certify that I am Secretary of the …………………………………, and

that……………………………….who signed the above bid is authorized to bind the corporation

by authoring of its governing body.

(Secretary)

Date

(Seal here)



Himachal Pradesh 59

Annexure II: Commercial Proposal Letter

To





Dear Sir,

Ref: Request For Proposal (RFP): Selection of Software Development Vendor for Design,

Development and Implementation of Government Payment Gateway.

Having examined the RFP documents, the receipt of which is hereby duly acknowledged, we, the

undersigned, offer to provide the services as required and outlined in the RFP for appointment of

GPG Solution Vendor for SITEG.

We attach hereto our response as required by the RFP documents, which constitutes our

commercial proposal. As per our commercial proposal, the total transactional charges for the

Government Gateway Project is ____…

We undertake, if our proposal is accepted, to adhere to the Project Schedule put forward in the

RFP or such adjusted plan as may subsequently be mutually agreed between us and SITEG or its

appointed representatives.

If our proposal is accepted, we will obtain a Performance Bank Guarantee in the format given in

the RFP document issued by a Scheduled bank in India, acceptable to SITEG, for a sum

equivalent to Rs. 15,00,000/- cost as per the contract signed between SITEG and the selected

vendor.

We agree for unconditional acceptance of all the terms and conditions set out in the tender

document.

We confirm that the information contained in this proposal or any part thereof, including its

exhibits, schedules, and other documents and instruments delivered or to be delivered to the

SITEG is true, accurate, and complete. This proposal includes all information necessary to ensure



Himachal Pradesh 60

that the statements therein do not in whole or in part mislead SITEG as to any material fact.”

It is hereby confirmed that I/We are entitled to act on behalf of our corporation/company/

firm/organization and empowered to sign this document as well as such other documents, which

may be required in this connection.

Dated this Day of 2010

(Signature) (In the capacity of)

Duly authorized to sign the RFP response for and behalf of:

(Name and Address of Company) (Seal/Stamp of bidder)

Witness Signature:

Witness Name:

Witness Address:

CERTIFICATE AS TO AUTHORIZED SIGNATORIES

I, certify that I am Secretary of the …………………………………, and

that……………………………….who signed the above bid is authorized to bind the corporation

by authoring of its governing body.

Date

Signature

(Seal here)



Himachal Pradesh 61

Annexure III: Detailed Commercial Format

The Price Bid must consist of the following costs:

1. Transaction charges (per transaction)

(The rates quoted must be firm and inclusive of all taxes, levies and duties)

NOTES:

* Transaction charges for transactions of value more than Rs. 1000/- shall be restricted to a

maximum of the percentage of Rs. 1000/- as quoted in the bid. However, for transactions of

values upto Rs. 1000/- transaction charges shall be as per actual based upon the value quoted in

the financial bid. E.g. if the quoted price is x% then for a transaction of value more than Rs.

1000/- , the transaction charges will be x% of Rs. 1000/-. In case the transaction is of value less

than or equal to Rs. 1000/-, say Rs. Y then the transaction charge will be x% of Y.

The firm with lowest transaction charges shall be considered as L-1 for the purpose of price

evaluation.

S. No Category (in %)

1 Transaction charges*

Annexure IV: Service Provider Description

Sr.

No.

Item Response to be filled in by Bidder

1. Name of the Bidder [Full name of the

firm/company]

2. Main / Head / Corporate office [Full address,

telephone numbers, fax numbers, and email

address of the primary office of Bidder]

3. Name and designation of the CEO of the

company [Name, designation and full address

of the Chief Executive Officer of the bidding

organisation, including contact numbers and

email address]

4. Dealing Office

[i.e. the office dealing with this proposal] [Full

address, telephone and fax numbers, and email

addresses of the office of the organisation

interacting with SITEG for this Tender]

5. Name and designation of the key contact

person dealing with this project [Name,

designation and full address of the contact

person of the dealing office, including contact

numbers and email address]

6. Validity of offer is for minimum period of 90

days from the date of opening of bid



Himachal Pradesh 63

Annexure V: Technical Evaluation Criteria

The vendor is expected to explain the methodology through which he will address the technical

requirements to meet the expected performance requirements as specified various tables. The

vendor shall list down the sub requirement within each parameter depicted in the left vertical

pane of the following table (Technical Evaluation Criteria) against each technology component.

In the Reference column the vendor shall give a reference (page no.) to the place in the proposal

where he has dealt with that issue.

The bidder may use one architecture diagram to address more than one evaluation parameters

Technical Evaluation Criteria

In case Prime Bidder is IT Company- Technical Evaluation criteria-‘A’

Sr.

No.

Criteria Supporting

Document

attached at Page

No. of Technical

bid

1. The bidder should be registered with Indian Companies

Act 1956.

2. The bidder should have average annual turnover of

Rs.20 Crores during last two financial years.

3. The bidder should have average annual turnover of

Rs.10 Crores from IT projects during last two financial

years.

4. The bidder should have a proven prior experience of at

least 5 years in implementation/ delivering of online

payment gateway solutions in the country or overseas.

5. The Bidder should have industry accreditations such as

ISO certification or SEI - CMMi level 4 or above for

IT solutions or product development or any other

credible accreditations to qualify as a potential bidder

6. The bidder should have developed at least 5 payment

gateway portals performing minimum 30000 online

transactions per year for the previous three financial

years.

7. The Bidder should have developed a minimum of 10

web portals with minimum value of 20 Lac.



Himachal Pradesh 64

8. The bidder should provide minimum manpower for the

Project as per the details mentioned at Annexure-'XIII'

9. Any other details.

In case Prime Bidder is Financial Institute - Technical Evaluation criteria-‘B’

Sr.

No.

Criteria Supporting

Document

attached at Page

No. of Technical

bid

1. The bidder should be a scheduled bank registered under

Banking Regulation Act 1949.

2. The bidder should have been rated as Grade ‘A’ during

the Statutory Audit conducted by RBI or NABARD .

3. The bank should have atleast one CBS branch in

Shimla town.

4. The bidder should have implemented at least 5 payment

gateways performing minimum 30000 online

transactions per year for the previous three financial

years.

5. The bidder should already have a tie-up with the

application solution provider with the qualifications

defined in section 3.8.1.1



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Annexure VI: Format for Submission of Resume

S No. Item Details

1. Name

2. Profession/Present

Designation

3. Years with firm

4. Total Experience (# of Years)

5 Nationality

6. Area of Specialisation

7. Proposed Position in Team

8. Key Qualification/Experience Under this heading give outline of staff members

experience and training most pertinent to assigned

work on proposed team. Describe degree of

responsibility held by staff member on relevant

previous assignments and give dates and

locations. Use up to half-a-page.

9. Education Under this heading, summarise college/ university

and other Organization education of staff member,

giving names of colleges, dates and degrees

obtained. Use up to quarter page.

10. Experience

Under this heading, list of positions held by staff

member since graduation, giving dates, names of

employing Organization, title of positions held

and location of assignments. For experience in last

ten years also give types of activities performed

and Owner references, where appropriate. Use up

to three quarters of a page.



Himachal Pradesh 66

Annexure VII: Format for Providing Citations

S.No Item Guidelines Attachment

Ref. No. for details

1. Name of the project

2. Client Details Name; Contact Person’s name and no.

3. Relevant Work

Area/domain

Please specify the area of

work/domain relevant to the

requirement of this RFP.

4. No. of locations Please specify no. of locations for

implementation

5. Scope of Work Provide Scope of Work; highlight

Key Result Areas expected and

achieved

6. Scope of the

Project

Provide details of the project scope

7. Contract Value Provide particulars on contract value

assigned to each major phase and

milestone.

8. Project Completion

Date

Annexure VIII: Format for Statement of Deviation(s)



Himachal Pradesh 67

Format for statement of deviation from scheduled requirements:

S.NO. REFERENCE

(CLAUSE NO. & PAGE

NO.)

DEVIATION IN

PROPOSAL

BRIEF REASON

Annexure IX: Request for Clarifications



Himachal Pradesh 68

Society for Promotion of Information Technology and e-Governance, Government of

Himachal Pradesh

Bidder’s Request For Clarification

Name of Organization submitting

request

Name & position of

person submitting

request

Address of organization

including phone, fax, email

points of contact

Tel:

Fax:

E-mail:

S.No. Bidding Document Reference

(Volume/Number/page)

Content of RFP

requiring clarification

Points of Clarification

required

1

2

3



Himachal Pradesh 69

Annexure X: Declaration Regarding Clean Track Record

To

Member Secretary (EC) SITEG,




Sir/ Madam,

I have carefully gone through the Terms & Conditions contained in the Tender Document

[No. ______________] for “Design, Development and Implementation of Government Gateway

Payment Gateway”.

I hereby declare that my company has not been debarred/ black-listed by any Government/

Semi Government organizations. I further certify that I have been authorized by the competent

authority in my company to make this declaration.

Yours truly,

Signature: _______________________

Name: _______________________

Designation: _______________________

Company: _______________________

Address: _______________________



Himachal Pradesh 70

Annexure XI: Indicative List of Departments with Services

Sr. No. Department Services

1. Transport • Payment of Token Tax

• Payment of Road Tax

• Payment for Permit

• Payment for Licenses

2. Excise & Taxation • Payment of Sales Tax/ VAT

3. Police • Payment of Challans

4. Labour & Employment • Payment for Shop/ Establishment

Licenses

• Payment for Factory Registration

5. Pollution Control Board • Permits/ NOC

6. Revenue • Payment for Property Registration

7. IPH • Payment of Water Bills

8. HPSEB • Payment of Utility Bills

9. Tourist Department • Payment of Hotel Licences

10. Industries • Payment for Industrial Registration

11. Corporation • Payment of Loan repayments

12. Electrical Inspectorate • Payment of Licences permits

13. Board of Secondary Education • Payment of Affiliation Fees

• Payment of Exam Fees

14. Tender Fee for Department • Payment of Tender Fee

15. Miscellaneous • Payment of Electricity Bills

• Payment of Property Taxes

• Payment of Government Fees



Himachal Pradesh 71

Annexure XII: Hardware Details at Data Centre, DIT

HIMSWANS

Server 1 HP

ML 350 G

5 Windows 2003 Enterprise 64 Edition

MS VB Studio 2005

SQL MS Sql Server 2005

Microsoft .Net Framework 2.0

HIMSWANS

Server 2 HP

ML 350 G

5

Windows 2003 Enterprise Edition

Ser pack 2

IIS (internet information services

manager)

Optibase Player 400

Demo MFC Multi channel

Microsoft Visual studio 2008

professional edition

Microsoft Windows SDK for Visual

Studio 2008 .NET Framework

Microsoft Sql server 2005



Himachal Pradesh 72

Annexure XIII: Manpower Details for the Project

Qualification and Experience Criteria for the Staff being deployed:

Sr.

No.

Designation Qualification Experience

1. Project Manager/

Project Leader

B.E./B.Tech. and MBA Minimum 7 years of

experience

2. Programmer B.E./B.Tech./MCA Minimum 4 years of

experience

3. Database

Administrator

B.E./B.Tech./MCA Minimum 4 years of

experience in database

handling

Minimum manpower required for the project during development period

Sr.

No.

Designation Requirement Role

1. Project Manager/

Project Leader

1 Required all the time for

providing project status time to

time

2. Programmer 3 Required during application

development

3. Database

Administrator

1 Required during application

development, maintenance and

operational support

Minimum manpower required for the project during handholding period

Sr.

No.

Designation Requirement Role



Himachal Pradesh 73

1. Project Manager/

Project Leader

1 Required all the time for

providing project status time to

time

2. Programmer 1 Required for customization

during handholding period

3. Database

Administrator

1 Required during maintenance and

operational support