TE295

Address for Communication including Contact details:
Address details of issuing

Dy. CE/IT (O&S), Room No. 402, 4th Floor, 7 Storey Building, Head
authority
Office , Patiala-147001, email- se-it-os@pspcl.in
Tender Enquiry No. TE- 295/DB-220/2023 dated: 20-05-2023
Appointment of System Integrator (SI) for implementation of
Scope / Short Description Single Billing System in PSPCL under SaaS model
Document downloading start date 20-05-2023 after 09:00 A.M.

Bid Submission Start Date 20-05-2023 after 09:00 A.M.
05-06-2023 after 11:00 A.M.
Pre-bid meeting Date
# 402, O/o Dy. CE/IT(O&S), Head office, PSPCL, Patiala
Document downloading end date 20-06-2023 upto 02:00 P.M.
Bid Submission End Date 20-06-2023 upto 02:00 P.M.
Bid Opening Date To be intimated later
Cost of Tender Specification Rs. 2950 (i.e. Rs. 2500 + GST @ 18 %)
Notes:
1. In case the due date for opening of tender happens to be a holiday, then tenders would be received &
opened on the next working day at the same time.
2. The details regarding e-tendering process may be seen on https://eproc.punjab.gov.in.nicgep/app It may
be noted that no hard copy of the specification will be issued by this office and the specification can only
be downloaded from the above-mentioned website.
3. Tender specification can only be downloaded from website www.eproc.punjab.gov.in. Details regarding
E- Tendering is available on website www.pspcl.in All the prospective bidders are requested to get their
digital signatures, register themselves on the website www.eproc.punjab.gov.in. and get conversant with
the process of online submission of tenders well in time so as to submit the tender by the due deadline.
No request for extension in the due date of tender opening on the above grounds shall be entertained. The
bidders may contact https://eproc.punjab.gov.in at contact nos. 0120-4001002/0120-4200 462/0120-
4001005/0120-6277787. Corrigendum, if any after the publication of this tender enquiry shall only be
uploaded on website https://eproc.punjab.gov.in and will not be published in newspapers.
4. The prospective bidders are requested to be extra cautious in filling the tender and to get in touch with
this office in case of any difficulty. Once the tender is opened, no request regarding giving relaxation or
for overlooking any mistake committed by the bidder will be entertained.
5. PSPCL, Works Regulations can be downloaded from the official website of the corporation i.e.
http://pspcl.in.
Dy. CE/IT (O&S), Room No. 402, 4th Floor, 7 Storey Building, Head
Contact Person Office , Patiala-147001, email- se-it-os@pspcl.in
Dy. CE/ IT (O&S),

PSPCL, Patiala.
1
CHECK LIST OF DOCUMENTS CONSISTING OF TENDER/OFFER

Bidder to ensure that following documents are mandatorily submitted/uploaded/filled online with
the tender for it to be complete:-
S.N. DETAILS PART REMARKS
To be submitted
1. EMD/PEMD - Online (via e-payment gateway of GePNIC) /valid Part-I through e-payment
PEMD certificate for CE/IT (Separate envelope & scanned copy with gateway of
tender (Part-1 of Tender)) GePNIC.
2. Technical-cum-Commercial Proposal format Part-II UPLOAD
3. Schedule of Deviations SCANNED
COPIES
4. Experience/Proof of ability
5. PAN Card & Income Tax Returns of firm as well as Directors/
Partners/ Proprietor of the firm for the latest 3 Financial years. (2020-
21,2021-22 & 2022-23)
6. Duly audited annual financial reports including balance sheet or
turnover figures certified by Charted Accountant for latest three
financial years. (2020-21,2021-22 & 2022-23)
7. Legally valid Authorization signed by Chairman & other Directors of
the firm in case of Limited Companies & by all partners in case of UPLOAD
partnership firms authorizing the signatory to sign the tender & deal SCANNED
with PSPCL. COPIES
8. Memorandum & Article of Association for public/ private Ltd firm,
Partnership deed for Partnership firms and supporting document for
proprietary firm
9. Copies of WO/performance or execution certificates issued by other
state utilities
10. Certificate of Registration of firm, from Registrar of Companies and
GST registration certificate of firm
11. Undertaking by the firm regarding EPF/ESI compliance, Minimum
Wage Compliance and non-absorption of manpower by PSPCL
engaged by your firm for the tender
12. Undertaking that the firm will not pay any commission etc. or engage
any Commission Agent or Liason Agent for dealing with the PSPCL.
13. Name & Designation of two authorized representatives on firms letter
pad along with attested signatures for participating in the opening of
tender meeting, discussions, seeking any information etc.
14. MSME certificate, if applicable.
15. Price Schedule (Breakup of prices) Part- III Upload online
Note: All scanned copies must bear full signature of person authorized as per constitution and
composition of the firm.
RFP for Appointment of System Integrator (SI) for implementation of Single Billing System in PSPCL under SaaS model RFP/
Tender No TE-295/DB-220
2
Model Standard
Bidding Document
[PUNJAB STATE POWER CORPORATION
LIMITED]
Request for Proposal
For
Appointment of System Integrator (SI) for

implementation of Single Billing System in India under
SaaS model
--------------------------------------------------------
3
Guidance Note
1. The scope of services of the SI is to implement a cloud-based Billing system for Metering, Billing,
Collection, New Connection & Disconnection, Web Self and Customer Service, MIS and Energy
Accounting for all electricity consumers, including but not limited to migrating the existing consumers
into the proposed new solution along with migration of existing internal and external integrations and
interfaces to the proposed new billing system.
2. The functions of SI shall include the following:
i. Implement a billing solution with a published roadmap for maintenance and support for the
specific product and with in-built prepaid smart metering, Net-metering, Energy Auditing etc.
modules.
ii. Provide a virtual private Cloud based Infrastructure which comprise of the Servers, Storage and
Networking Devices including connectivity for DC and DR in HA mode. The offered cloud
should provide inherent capability to scale up on demand to withstand the peaks without any
disturbance in Utility’s business operations.
iii. Provide a system that is secured, scalable and meets the desired high-performance requirement of
an enterprise business system and at the least meets or exceeds the functional requirements and
performance benchmarks as specified in this tender.
iv. Ensure that all the required hardware, software and licenses, if any, satisfy the requirements of
this specification and are suitable for future infrastructure scaling as per business need and
software upgrades as recommended by OEM.
v. Carry out seamless migration of Consumer Database into the new Billing system along with all
its existing attributes, linkages, codes and full financial and transactional history and any other
items which may be critical and necessary for being available to run all the proposed applications,
efficiently and effectively. No data shall be lost in the process.
vi. Integrate with the existing IT systems of the Utility and keep provisions to undertake future
integrations as per business requirement specified from time to time.
vii. Provide online MIS and Management Monitoring dashboard as per the KPI sets given by Utility
(and as modified from time to time).
viii. Ensure all product and solution deployed are in a secured environment and comply with existing
secured environment setup (Firewall, Anti-virus etc.) and as per best practices
ix. Upgrade the software from time to time as per recommended latest versions from the OEM and
as per requirement of Utility, with due intimation of completion of timely upgrade.
x. Maintain Project management, project scheduling, including periodic project reports
(weekly/monthly basis) documenting progress during the contract period.
xi. Provide engineering and technical assistance during the contract warranty and maintenance period
as stated in the tender.
xii. Conduct a detailed Training of Utility’s personnel and provide the Training Material and User
Manuals.
xiii. Maintain and store data backups as per Utility Backup policy during the period of the contract and
will provide full backup of all installed software applications and consumer database to Utility on
periodic basis.
xiv. Maintain the health of the System and manage the SLAs during the Implementation and Support
period.
xv. Provide 24X7 technical support for the Cloud based services and 12X7 for business related critical
services.
4
xvi. Maintain the confidentiality of information and data during and after the completion of the
engagement.
xvii. Maintain and store data backups and ensure automatic archiving and retention of data as per
Utility’s policy during the period of the contract
xviii. Hand over all the necessary information including the source code and documents to the Utility
after successful completion of the solution
xix. Other activities to be carried out to ensure successful implementation of the Billing System
3. Project Structure:
i. Bids meeting the eligibility, qualification requirements and found to be responsive shall be
considered for Technical Evaluation
ii. Maximum of 100 marks shall be awarded under Technical Evaluation and marking for the same
is defined in the Technical Evaluation Criteria specified in the SBD. Those bids which obtain a
minimum of 70 marks out of 100 in the Technical Evaluation shall be considered further for the
financial evaluation process.
iii. The Financial Bid shall be quoted on a per consumer basis, which is inclusive of cost of providing
all the services as defined in the SBD, including but not limited to provisioning the cloud
infrastructure (DC-DR), Billing system modules, and all related software, middleware, database,
tools, network bandwidth, and cost of design, development, testing, commissioning, migration,
integration, operations & maintenance (FMS), scheduled upgrades, manpower & field hardware.
iv. Technically qualified Bidder with the lowest Financial Bid shall be considered as the Successful
Bidder and shall be considered for award of the SI Contract.
v. SI shall raise invoices on a monthly basis and the value of Invoices shall be calculated against
actual number of billable consumers (for Billing system services) as existing in the system
database up to the last day of the month that is in consideration for payment, the count being
verifiable through system generated reports.
vi. Any delay in implementation will attract penalty for every week of delay subject to an overall
maximum penalty of 10% of the total awarded project cost. It will be levied for the duration
equivalent to number of weeks delayed which shall become due to be deducted from subsequent
month’s billing.
vii. Any breach in SLA during the FMS phase will attract penalty on the total Monthly Invoicing
Value (FMS Cost) subject to a maximum penalty of 20% of the Monthly Invoicing Value, both
as a penalty in single service breach or as an aggregate penalty on multiple service breach, beyond
which it will result in no payments for that month of service.
viii. In case penalty due to SLA breach is more than 20% of the Monthly Invoicing Value
consecutively for 2 (two) calendar months, DISCOM reserves the right to serve termination
notice to the SI.
ix. Payments- as per terms of payment
x. The overall contract period shall be for a period of 6 (six) years from the date of execution of the
Contract and Utility may extend the FMS Phase of the Billing System at terms mutually agreed
upon with the SI.
5
Tender Disclaimer
--------------------------------------------------------------------------------------------------------------
PSPCL reserves the right to accept or reject any bid and to annul the bidding process
and reject all bids, at any time prior to award of Contract without thereby incurring any
liability to the affected bidder or bidders, or any obligation to inform the affected
bidder or bidders of its action.
PSPCL reserves the right to accept any proposal deemed to be in the best interest of
the Utility.
6
SUMMARY
PART I – BIDDING PROCEDURES AND REQUIREMENTS
Section 1: Request for Proposals (RFP) Notice

This Section includes Request for Proposals.
Section 2: Eligibility and Qualification Requirements

This Section contains information regarding specific eligibility and qualification requirements applicable for
prospective bidders to be considered for further evaluation of their proposal.
Section 3: Instructions to Bidders and Bid Data Sheet

This Section consists of two parts: “Instructions to Bidders” and “Bid Data Sheet”. “Bid Data Sheet” contains
information specific to selection and corresponds to the clauses in “Instructions to Bidders” that call for
selection-specific information. This Section provides information to help prospective bidders prepare their
proposals. Information is also provided on submission, opening and evaluation of proposals, selection of
successful bidder and award of contract.
Section 4: Bidding Forms – Technical Proposal
This Section includes the forms for Technical Proposal that are to be completed by the prospective bidders
and submitted in accordance with the requirements of Section 3.
Section 5: Bidding Forms - Financial Proposal

This Section includes the financial forms that are to be completed by the prospective bidders, including the
bidders’ costing and pricing, which are to be submitted in accordance with the requirements of Section 3.
Section 6: Project Requirements

This Section describes the background information of the Project, Scope, of Work, System Requirement,
Specifications, Quality Requirements, Service Level Agreement (SLA), Standards, Activities and Tasks,
Plans, Deliverables, Documentation, and other requirements/ details related to and/or connected with the
Project.
PART II – CONTRACT FORM AND CONDITIONS OF CONTRACT
Section 7: Contract Form and Conditions of Contract

This Section includes standard contract form. It includes General Conditions of Contract (“GCC”) and Special
Conditions of Contract (“SCC”). The SCC include clauses specific to this contract to supplement the General
Conditions.
PART III – Contract Related Forms

Section 8: Contract Related Forms
This Section includes the form used to notify Award of the Contract to the successful bidder and the form for
Performance Security to be furnished by the bidder.
Section 9: Additional Requirement
Additional requirements related to term & condition, scope of work, hardware and manpower have
been detailed.
7
ABBREVIATIONS
1. AMI Advanced Metering Infrastructure
2. ACL Access Control Lists
3. ACR Annual Confidential Report
4. AI Artificial Intelligence
5. API Application Programming Interface
6. APT Advanced Persistent Threat
7. ATS Annual Technical Support
8. BCP Business Continuity Plan
9. BG Bank Guarantee
10. BGP Border Gateway Protocol
11. BI Business Intelligence
12. BIS Bureau of Indian Standards
13. BoQ Bill of Quantities
14. BPML Business Process Master List
15. CCN Change Control Notice
16. Cert-In Indian Computer Emergency response team
17. CCB Control Change Board
18. CIS Consumer Information System
19. CMMI Capability Maturity Model Integration
20. COTS Commercial Off-the-Shelf
21. CPU Central Processing Unit
22. CRM Consumer Relationship Management
23. CRP Conference Room Pilot
24. CSP Cloud Service Provider
25. CV Curriculum Vitae
26. DC Data Center
27. DBMS Database Management System
28. DCU Data Concentrator Unit
8
29. DMZ Demilitarized Zone

30. DT Distribution Transformer
31. ESB Enterprise Service Bus
32. FAT Factory Acceptance Test
33. FOR Freight on Road
34. GIS Geographic Information System
35. GPRS General Packet Radio Service
36. GPS Global Positioning System
37. GST Goods and Services Tax
38. GUI Graphical User Interface
39. HES Head-End System
40. HHU Handheld Unit
41. IBMS Integrated Building Management Systems
42. IDS Intrusion Detection Systems
43. IEC International Electrotechnical Commission
44. IP Internet Protocol
45. IPR Intellectual Property Rights
46. IS Indian Standard
47. ISO International Organization for Standardization
48. ISP Internet Service Provider
49. IT Information Technology
50. IVRS Interactive Voice Response System
51. kVA kilo Volt-Ampere
52. kW kilo Watt
53. LAN Local Area Network
54. LCD Liquid Crystal Display
55. LED Light Emitting Diode
56. LT Low Tension
57. M&V Monitoring and Verification
9
58. MCB Miniature Circuit Breaker

59. MD Maximum Demand
60. MDAS Meter Data Acquisition System
61. MDM Meter Data Management
62. MICC Mineral-Insulated Copper-Clad Cable
63. NAN Neighborhood Area Network
64. NIC Network Interface Card
65. NMS Network Management System
66. NOMC Network Operation cum Monitoring Center
67. NTP Network Time Protocol
68. OEM Original Equipment Manufacturer
69. OS Operating System
70. OSF Open Software Foundation
71. P&L Profit & Loss
72. PCI Payment Card Industry
73. PO Purchase Order
74. PON Power Outage Notification
75. PRN Power Restoration Notification
76. PT Potential Transformer
77. QA Quality Assurance
78. QC Quality Control
79. QR Qualification Requirement
80. RAM Random Access Memory
81. RDBMS Relational Database Management System
82. RF Radio Frequency
83. RFP Request for Proposal
84. RPO Recovery Point Objective
85. RTC Real Time Clock
86. RTO Recovery Time Objective
10
87. SAN Storage Area Network

88. SAT Site Acceptance Test
89. SCADA Supervisory Control and Data Acquisition
90. SEBI Securities and Exchange Board of India
91. SI System Integrator OR System Integration
92. SLA Service Level Agreement
93. SNMP Simple Network Management Protocol
94. SOA Service Oriented Architecture
95. SQL Structured Queried Language
96. TCP Transmission Control Protocol
97. TIFF Tag Image File Format
98. TOD Time of Day
99. TOU Time of Use
100. TPAA Third Party Audit Agency
101. TRS Technical Requirement Specifications
102. TSI Turnkey System Integration
103. UAT User Acceptance Test
104. UDP User Datagram Protocol
105. UPS Uninterrupted Power Supply
106. UT Unit Testing
107. VEE Validation Estimation and Editing
108. VM Virtual Machine
109. VoIP Voice over Internet Protocol
110. WAF Web Application Firewall
111. WAN Wide Area Network
112. WO Work Order
113. WPC Wireless Planning & Coordination Wing
114. XML Extensible Mark-up Language
11
Part I. Bidding Procedures and Requirements
PART I
BIDDING PROCEDURES AND REQUIREMENTS
12
Section – 3: Instructions to Bidders and Bid Data Sheet
Section – 1: Request for Proposal Notice

“Appointment of System Integrator (SI) for
implementation of Single Billing System in India
under SaaS model”
PROCUREMENT NOTICE
(Three stage Bidding Process with e-Procurement)
GLOBAL OPEN COMPETITIVE PROCUREMENT
Contract Title: “Appointment of System Integrator (SI) for implementation of Single

Billing System in India under SaaS model’’
Request for Proposal (RFP)/ Tender Number: 295/DB-220

Issued on: 20.05.2023
1. Punjab State Power Corporation Limited invites online Proposals for “Appointment of
System Integrator (SI) for implementation of Single Billing System in India under
SaaS model”. Bidders are advised to note the clauses on Eligibility and Qualification
Requirements in Section-2 and Evaluation Criteria in Section-3 of the RFP Document for
evaluation of Proposals.
2. Bidding for selection of System Integrator (SI) will be conducted through open competitive
procurement.
3. The RFP Document is available online on website www.eproc.punjab.gov.in from

20.05.2023 to 20.06.2023 on payment of cost of document (Tender Fee) as indicated in the
TABLE below. The prospective Bidders would be responsible for downloading the RFP
Document and ensuring that any addenda/ corrigendum/ amendment/ clarification thereto
available on the website is also downloaded and incorporated.
4. The bidding shall be conducted under Three Part Bidding process with e-Procurement as
specified in Section 3.
5. Under the Bidding process, the Bidder shall not quote, disclose, or submit its price in the
Technical Proposal or in any other manner, whatsoever, except as part of the Financial
Proposal (to be uploaded online). In case of any non-compliance in this regard, the
Proposal shall be out-rightly / summarily rejected.
RFP for Appointment of System Integrator (SI) for implementation of Single Billing System in PSPCL under SaaS model
RFP/ Tender No TE-295/DB-220
13
6. An incomplete and/or ambiguous and/or conditional Proposal and/or Proposal submitted

late is liable to be ignored/ summarily rejected.
7. Proposal must be submitted online through the e-Procurement/ e-Tendering process
specified. Any Proposal or modifications to Proposal received outside the e-Procurement
system will not be considered, unless otherwise specified in Section 3. Utility shall not be
held liable for any delays due to e-Procurement/ e-Tendering system failure beyond its
control. Even though the system will attempt to notify the bidders of any bid updates,
Utility shall not be liable for any information not received by the bidder. It is the bidders’
responsibility to verify the website for the latest information related to this RFP.
8. Important dates, amounts and other details pertaining to this RFP Notice including
submission and opening of proposal, cost of documents/ Tender Fee, address for
communication, etc., are given in the TABLE below.
9. If office happens to be closed on the specified date of opening of the Proposals, the
Proposals/ bids will be opened on the next working day at the same time and venue or as
may be notified by Utility.
10. Other details can be seen in the RFP document.
14
TABLE
Important Dates, Amounts and Other Details
Date Time
a) Commencement of downloading of this RFP and e-bidding : 20.05.2023 09:00 Hrs
b) Pre-bid meeting : 05.06.2023 11:00 Hrs
c) Last date for e-bidding : 20.06.2023 10:00 Hrs
d) Last date for receipt of RFP : 20.06.2023 10:00 Hrs
e) Date of Opening of Technical Bid (if possible) :
f) Evaluation of Technical Bid and Opening of Financial Bid : To be intimated

g) Issue of Letter of Award (LOA) : later
h) Execution of SI Contract :
Amounts for Bidding
A. Tender Fee to be submitted with the RFP (Non- : INR [2950] including GST @ 18%
Refundable)
B. Bid Security/EMD (Refundable) : INR [0.2] crores (20 lacs)
C. Other Payments or Bank Guarantees for the SI shall be as per the terms and conditions defined in this
RFP
Other Details
A. Address for Communication including Contact details: Dy. CE/IT (O&S), Room No. 402, 4 th Floor, 7
Storey Building, Head Office , Patiala-147002, email- se-it-os@pspcl.in
B. Payment of cost of document/ Tender Fee:

1. Tender Fee & EMD shall be made through online mode RTGS only.
2. Tender Fee (or its receipt in case of RTGS payment) and Bid Security must be submitted before
the Bid Submission Deadline.
3. Any Bid not accompanied by a Tender Fee as above shall be rejected as non-responsive.
4. Tender Fee is non-refundable.
C. Other Payments or Bank Guarantees for the RFP/ Contract shall be as per the terms and conditions
defined in this RFP Document
15
Section – 2: Eligibility and Qualification Requirements

1. Eligibility Requirements
1.1 The Bid can be submitted by a Sole Bidder as an individual entity or a Consortium of
firms/companies (specific requirements for Consortium are given under Clause 1.4 below) who are
eligible to participate in tenders for public procurement in India in accordance with Applicable Laws
including the guidelines issued in Order No. F/No.6/18/2019-PPD by Ministry of Finance,
Department of Expenditure, Public Procurement Division dated 23 July 2020, Order No
No.9/16/2016-Trans-Part (2) dated 18 November 2020, latest Government of India Guidelines for
Make in India, Domestically manufactured products, Atmanirbhar Bharat and circulars DIPP Office
Memorandum No. P-45021/2/2017-PP (BE-II) date: 16th Sept. 2020, MeitY Circular
No.1(10)/2017-CLES dated 06.12.2019 and Order No. 11/05/2018-Coord. by the Ministry of Power
dated 17 September 2020, FDI Policy including any amendments or modifications to the same from
time to time.
1.2 If at any stage of the bidding, any order/ ruling is found to have been passed in the last 1 (one) year
preceding the Bid submission deadline by a competent Court of Law or any appropriate Commission
or any Arbitral Tribunal against the Bidder or its Affiliates for breach of any Contract awarded by
any Government agency/department, then Bids from such Bidders shall be liable to be rejected. All
Bidders shall confirm in accordance to Form 7 given in Section 4 that no such order(s)/ ruling(s)
have been passed by a competent Court of Law or an appropriate Commission against it or its
Affiliates. In case of any such order/ ruling, it is the duty of the Bidder to inform Utility for the same
during the Bid submission.
1.3 Technically qualified Bidders shall continue to maintain compliance with the Eligibility and
Qualification Requirements specified herein. Failure to comply with the aforesaid requirements
shall make the Bid from such Bidders liable for rejection at any stage of the bidding process.
1.4 Eligibility requirements for Consortium
1.4.1 Members of the Consortium shall enter into a binding Consortium Agreement, in the form
specified at Form 8 (the “Consortium Agreement”) given in Section 4 of RFP Document, for
the purpose of submitting Bid. The Consortium Agreement, to be submitted along with the Bid,
shall, inter alia:
a) convey the intent to comply with the terms and conditions of the SI Contract in the event
selected to undertake the Project; and
b) clearly outline the proposed roles and responsibilities, if any, of each member.
1.4.2 Every Consortium Member shall provide consent to the Lead Consortium member and make
itself aware of all the proceedings of the bidding process and Project implementation through
legally enforceable Consortium Agreement, power of attorneys, legal undertakings, etc. (if
applicable) entered amongst all members of that Bidding Consortium including but not limited
to those as prescribed in Form 8 and Form 9 given in Section 4. In the absence of duly executed
formats, the Bid shall not be considered for evaluation and shall be rejected.
1.4.3 The Lead Consortium member shall be liable for the execution of the entire obligation in the SI
Contract in accordance with the terms and conditions thereof. Only the Lead Consortium
Member shall have the authority to conduct all businesses for and on behalf of the Consortium
during the bidding process.
16
1.5 The Lead Bidder/ Sole Bidder and its Sub-Contractor(s) shall have a registered office (under the
Companies Act 1956/ 2013 with Registrar of Companies or under Partnership Act 1932 with
Registrar of firms) in India at the time of submission of the Bid. Certificate of incorporation/
Partnership deed, GST registration etc. shall be submitted as proof by the Bidder. In case of Award
of Contract, other Consortium Members shall be required to have a registered office (under the
Companies Act 1956/ 2013 with Registrar of Companies or under Partnership Act 1932 with
Registrar of firms) in India.
1.6 The Bidder, participating in the bid as a Sole Bidder, or as a Consortium Member or as Lead
Consortium Member of a Bidding Consortium and its Sub-Contractor(s) should not be blacklisted
by any Govt. Organization or regulatory agencies or Govt. Undertaking as on the date of submission
of the Bid. Bidder should submit a self-undertaking signed by its authorized signatories for the same
as per the format prescribed in Form 7 given in Section 4
1.7 The Bidder, participating in the bid as a Sole Bidder, or as a Consortium Member or as Lead
Consortium Member of a Bidding Consortium and its Sub-Contractor(s) shall not be banned/
debarred by the Punjab state Power corporation Ltd or Punjab State Transmission Corporation
Limited as on the date of submission of the Bid. Bidder should submit a self- undertaking signed by
its authorized signatories for the same as per the format prescribed in Form 7 given in Section 4
1.8 The Lead Consortium member/ Sole Bidder shall submit the Bid after submitting the Tender Fees
and Bid Security as per the various terms, schedules and formats prescribed in this RFP. Further
The Lead Consortium Member shall be the point of contact for the Consortium during the Bid
process before award of the Project to the SI, and Utility shall communicate directly to the contact
person appointed through the Power of Attorney as per Form 10 given in Section 4.
1.9 The Bidder may seek qualification on the basis of technical and financial capability of its Parent(s)
and/ or its Affiliate(s), for the purpose of meeting the qualification requirements. Authorization for
use of such technical or financial capability shall have to be provided from its Parent(s) and/or
Affiliate(s). A Bidder shall submit only one Bid in the same bidding process.
The determination of the relationship of Parent(s) and/or Affiliate(s) with the Bidder shall be on the
date 7 (seven) Days prior to the Bid Submission Deadline. Documentary evidence to establish such
relationship shall be furnished by the Bidder along with the Technical Bid.
The Technically Evaluated Entity may be the Bidder or an Affiliate or Parent of such Bidder, as the
case may be.
1.10 The Qualified Bidder(s) will be required to continue to maintain compliance with the
Qualification Requirements throughout the bidding process and till execution of the Contract.
Failure to comply with the aforesaid provisions shall make the Bid liable for rejection at any stage.
1.11 In case of a COTS Based Billing system, the Bidder should be an authorized implementation
partner of the proposed COTS Based Billing system as on date of bid submission, or the OEM itself
of the proposed product. Letter from OEM of the proposed COTS Billing system shall be submitted
as proof, in case the Bidder is not the OEM of the proposed product.
1.12 The Bid can be submitted by a Sole Bidder as an individual entity or a Consortium of firms/
companies limited to maximum of two (2) entities, including the Lead bidder.
17
1.13 No further sub-contracting other than as mentioned in Eligibility and Qualification criteria will
be allowed during any stage of the project implementation without prior consent of Utility.
2. Qualification Requirements
The technical and financial requirements of qualification of the Bidder are as follows:
S.
Requirements Supporting Documents
No.
Technical Requirements
1. Sole/ Lead Bidder should have successfully implemented
a) References along with requisite
Eligible Projects in any Indian/Global Utility (power/
contract/ Purchase Order (PO)/
water/ natural gas/ telecom/ banking) during the last 10
Work Order (WO). The
(ten) financial years:
references should indicate
(i) With an aggregate project value not less than 126
client name, scope of work,
Cr (70% of Project cost which has been
Project start date (as per the
considered as 180 Cr)
format prescribed in Form 13
(ii) With project value of one such Eligible Project
given in Section 4);
not less than 72 Cr (40%)
(OR)
Two such Eligible Projects with each having a In case a Non-Disclosure
project value not less than 45 Cr (25%) agreement (NDA) is signed with
Note: For calculation of project value of eligible projects, the client, Bidder shall provide
only project value of the portion of the project executed an undertaking for the NDA and
by the Sole/ Lead Bidder shall be considered. shall also provide a client
2. Sole/ Lead Bidder must have successfully implemented certification as proof of
billing systems1 in any Indian/ Global Utility (power/ experience along with Client
water/ natural gas/ telecom) during the last 10 (ten) Name/ Email Address/ Contact
financial years for an aggregate consumer base of at no./ designation etc.
least 50 Lacs. b) Documentary evidence of
completion of the Project or
Also, one of the projects out of the above, must be completion of Go-live status
implemented in India and shall have a minimum (i.e., Go-live certificate, UAT
consumer base of 20 Lacs. testing certificate etc.) of the
Each of the projects shall be in operation for at least 1 respective project as per the
(one) year as on date of bid submission OR Each of the definition of Go-Live/ UAT
1
In case the Bidder proposes a COTS based Billing system, only prior experience associated with
implementation of any COTS based Billing solutions shall be considered for assessing the qualification
requirements
Similarly, in case the Bidder proposes a Bespoke based Billing system, only prior experience associated with
implementation of any Bespoke based Billing solutions shall be considered for assessing the qualification
requirements
18
S.
No.
projects should have completed at least 3 (three) years specified therein or other
of operational period. documentary evidence
The implementation should have covered at least 5 (five) indicating completion (e.g.,
modules (Modules i to iv are mandatory) out of the proof of payment received/
below mentioned list: proof of asset capitalized in
1. Metering, Billing & Collection (MBC)
books of accounts (as
2. Disconnection & Reconnection applicable) and client certificate
3. Management Information System & Dashboarding for supply of material or similar
4. Customer Relationship Management (CRM) or proofs) along with contact
Customer Care Centre (CC) (New connection, details of the client;
Grievance handling, Updation etc.) c) Any other documentation for
5. Energy Accounting & Audit implementation performance/
6. Web Portal and Mobile Applications operation
7. Workforce Management
8. Prepaid Module
9. Identity Access Management
10. Document Management System
11. Accounting, Ledger, & Banking Reconciliation
Statement (BRS) Process
3. Sole/ Lead Bidder should have experience of integrating
a Billing system2 with at least 3 (three) of the following
applications in a single project, in any Indian/ Global
Utility (power/ water/ natural gas/ telecom) in the last
10 (ten) financial years.
Each of the projects shall be in operation for at least 1
(one) year as on date of bid submission (OR) Each of the
projects should have completed at least 3 (three) years
of operational period.
1. ERP
2. MDAS/ MDMS
3. Spot Billing/ Prepaid Engine
4. Consumer Portal/ App
5. GIS
6. Workforce management
7. Outage management system
2
In case the Bidder proposes a COTS based Billing system, only prior experience associated with integration of
any COTS based Billing solutions shall be considered for assessing the qualification requirements
integration of any Bespoke based Billing solutions shall be considered for assessing the qualification
requirements
19
S.
No.
8. Load forecasting system
9. Demand Response
10. SCADA
11. DMS/ ADMS
12. Energy Accounting/ Energy Audit
4. Sole/ Lead Bidder should have experience of

provisioning/ managing Cloud based IaaS/PaaS/SaaS
services or Cloud based Business solution hosting
projects in in atleast 1 (one) project in any Indian/Global
Utility (power/ water/ natural gas/ telecom/ banking) for
an aggregate consumer base of at least [20% of the
estimated consumer base] during the last 10 (ten)
financial years which have completed at least 1 (one)
year of operational period.
5. Sole/ Lead Bidder should have the following certificates
Copy of Valid Certificate attested by
which should be valid as on the date of bid submission:
the authorized signatory
(a) ISO 9001:2015, and,
(b) ISO/IEC 27001:2017 or latest.
(c) CMMi Level 5
Financial Requirements
6. Sole/ Lead Bidder and the consortium partner (if Audited Annual financial statements,
any) shall have positive net worth for each of the last Balance Sheet and P&L Account for the
three financial years. respective Financial Years as per the
Net worth of the Bidder should be at least 18 Cr in format prescribed in Form 12 given in
any of the last three Financial Years. Section 4
[Net Worth means sum total of the paid up capital
and free reserves (excluding reserves created out of
revaluation) reduced by aggregate value of
accumulated losses (including debit balance in profit
and loss account for current year) and intangible
assets.].
7. Bidder shall have a Minimum Average Annual Copy of CA certificate clearly capturing
Turnover (MAAT) of 126 Cr from IT/ Software the MAAT from IT/ Software Business in
business in India for the last 3 (three) audited India for the respective financial years
financial years.
2.2 The Bidder would have to clearly include and mention the details of the product OEMs/ vendors
given below:
20
a) Billing System provider3

b) Cloud service provider (CSP)
Accordingly, in addition to the requirements provided in 2.1, the product OEMs/ vendors should
also separately meet the following requirements as on date of bid submission. Each of the
product OEMs/ vendors shall sign an agreement with the bidder, provided the product OEM/
vendor is not the bidder, in the format as specified in Form 19 given in Section 4, clearly
mentioning:
a) their intent to comply with the terms and conditions of the Contract in the event the
product OEM/ vendor is selected to undertake the Project
b) their willingness to work with the said bidder; and
c) their proposed roles and responsibilities.
S. No. Requirements Supporting Documents
4
A. Billing System provider – Technical Requirements
A1. Proposed COTS* Based Billing system must
a) References along with requisite
have been implemented in any 3 (three)
Indian/ Global Utility (power/ water/ natural
Work Order (WO). The references
gas/ telecom) during the last 10 (ten) financial
should indicate client name, scope
years and should have handled an aggregate
of work, Project start date (as per
consumer base of at least 50 lacs.
the format prescribed in 13 given
in Section 4);
Each of the projects shall be in operation for
In case a Non-Disclosure agreement
at least 1 (one) year as on date of bid
(NDA) is signed with the client,
submission (OR) Each of the projects should
Bidder shall provide an undertaking
have completed at least 3 (three) years of
for the NDA and shall also provide a
operational period.
client certification as proof of
experience along with Client Name/
Also, one of the projects must be
Email Address/ Contact no./
implemented in India and shall have a
designation etc.
minimum consumer base of 20 lacs.
b) Documentary evidence of
The implementation should have covered at
completion of the Project or
least 5 (five) modules (Modules i to iv are
completion of Go-live status (i.e.,
mandatory) out of the below mentioned list:
Go-live certificate, UAT testing
a) Metering, Billing & Collection (MBC)
certificate etc.) of the respective
b) Disconnection & Reconnection
project as per the definition of
c) Management Information System &
Go-Live/ UAT specified therein
Dashboarding
or other documentary evidence
d) Customer Relationship Management
(CRM) or Customer Care Centre (CC) indicating completion (e.g.,
proof of payment received/
3
<In case Bidder is proposing a COTS Product>
4
21

(New connection, Grievance handling, proof of asset capitalized in
Updation etc.) books of accounts (as applicable)
e) Energy Accounting & Audit and client certificate for supply
f) Web Portal and Mobile Applications of material or similar proofs)
g) Workforce Management along with contact details of the
h) Prepaid Module client;
i) Document Management System c) Any other documentation for
j) Accounting, Ledger, & Banking
implementation performance/
Reconciliation Statement (BRS) Process
operation
*Note: Commercial Off-the-Shelf (COTS)
product is a packaged, ready-made software
solution, available for sale, lease or licensing
to companies, by the OEM directly or through
authorized implementation partners, which
can be implemented by making certain
customizations for meeting needs of the
purchasing organization.
A2. Proposed COTS based Billing solution should

a) OEM shall provide the relevant
have been successfully implemented by at
supporting document
least 2 (two) authorized implementation
mentioning details of authorized
partners, excluding the OEM in any Indian/
implementation partner and the
Global Utilities (power/ water/ natural gas/
implementation experience, as
telecom) during the last 10 (ten) financial
applicable, on its letter head duly
years and must be in operation for at least 1
signed and stamp by authorized
year as on date of bid submission.
signatory of OEM
B. Cloud Service Provider (CSP)
B1. Certification:
The proposed CSP should possess all the Copies of valid certificates as on bid
below certifications which are valid as on submission date from the OEM/
bid submission date – OEM Service partner.
a) ISO 27001:2013 certification In case of NDA or Security
b) ISO/IEC 27017:2015 restrictions in sharing relevant
c) ISO 27018 security certifications, the OEM shall
d) ISO 20000 - 1:2011 submit self-certification and will be
e) Undertaking/ certificate for liable for authenticity of the same.
maintaining conformance to MEITY
(Ministry of Electronics & IT), GOI
India guidelines for Cloud Services in
Govt. Organizations.
f) PCI DSS
22

g) SOC 1 and SOC 2 compliant
B2. CSP must have at least one (1) operational Self-certificate from the CSP
Data Centre and at least one (1) Disaster mentioning the location details
Recovery Centre Facilities in India having DR signed by authorized signatory of the
located at different availability zone from the CSP for this bid.
DC, at time of submission of the bid.
2.3 For the purposes of satisfaction of Technical Requirement, the following shall apply:
a) Eligible Projects, as referred in Technical Requirement, shall mean any Turnkey IT System
Integration (TSI) project including supply of Hardware/cloud services, Software/ licenses along
with installation, configuration, customization, implementation/ Go-Live along with providing
FMS / AMC services / System Operation services
b) For the purpose of clause 2.1(1) above, the Eligible Project(s) in the:
i. Power sector shall mean projects relating to generation or transmission or distribution of
electricity;
ii. Water sector shall mean projects relating to water treatment including desalination or
water supply (rural or urban) or wastewater / sewerage or drainage or water pipelines;
iii. Natural gas sector shall mean projects relating to natural gas transmission or distribution;
and
iv. Telecom sector shall mean projects relating to infrastructure cabling or communication
systems for setting up Wide Area Network (WAN) or Local Area Network (LAN) or
Internet Services or VOIP solutions, etc.
v. Banking sector shall mean projects relating to financial services in licensed commercial
and non-commercial banks
2.4 For the purposes of satisfaction of Financial Requirement, the following shall apply:
a) In the event the Bidder is a Consortium:
i. The financial requirement as given at Clause 2.1 (6) & 2.1 (7) shall be met
cumulatively by the members of the Bidding Consortium
ii. The Lead Consortium Member shall not meet less than 51% of the minimum
financial requirement criteria as given at Clause 2.1 (6) & 2.1 (7) above.
23

TABLE OF CONTENT
A. General Provisions .......................................................................................................................... 24
1. Definitions ............................................................................................................................... 24
2. Introduction .............................................................................................................................. 27
(a) About this Request for Proposal ...................................................................................................... 27
(b) Bidding Process and Electronic- Procurement System ................................................................... 27
(c) Study of Utility’s Existing Systems................................................................................................. 28
(d) Pre-Bid Meeting .............................................................................................................................. 28
3. Conflict of Interest ................................................................................................................... 29
4. Bidders to Inform Itself Fully .................................................................................................. 30
5. Fraud and Corruption ............................................................................................................... 30
6. Eligibility and Qualification Requirements ............................................................................. 30
B. Preparation of Proposals.................................................................................................................. 31
7. General Considerations and Instructions ................................................................................. 31
8. Cost of Bidding / Preparation of Proposal ............................................................................... 32
9. Language .................................................................................................................................. 32
10. Documents Comprising the Proposal and List of Forms ......................................................... 32
11. Only One Proposal ................................................................................................................... 32
12. Proposal / Bid Validity & Bid Security ................................................................................... 33
13 Clarification and Amendment of RFP ..................................................................................... 34
14 Preparation of Bid/ Proposal and Bid Formats ........................................................................ 35
15 Technical Bid/ Proposal Format and Content .......................................................................... 35
16 Financial Bid/ Proposal Format and Content ........................................................................... 38
C. Submission, Opening and Evaluation ............................................................................................. 40
17 Submission of Bids/ Proposals and Bid Submission Deadline ................................................ 40
(a) Submission of Bids/ Proposals ....................................................................................................... 40
(b) Bid Submission Deadline ................................................................................................................ 40
18 Confidentiality ......................................................................................................................... 41
19 Opening of Technical Bids/ Proposals ..................................................................................... 41
20 Bid/ Proposals Evaluation Overview and Verification/ Clarifications .................................... 41
21 Evaluation of Technical Bids/ Proposals ................................................................................. 43
22 Opening of Financial Proposals ............................................................................................... 44
23 Evaluation of Financial Bids/ Proposals .................................................................................. 44
24
24 Deviations, Reservations and Omissions ................................................................................. 45

25 Successful / Selected Bidder .................................................................................................... 45
D. Award of Contract ........................................................................................................................... 45
26 Award Criteria ......................................................................................................................... 45
E. Bid Data Sheet .................................................................................................................................. 47
Checklist of Required Forms ................................................................................................................ 60
PART II............................................................................................................................................... 265
A. Form of Contract .................................................................................................................... 267
B. General Conditions of Contract ............................................................................................. 270
C. Special Conditions of Contract .............................................................................................. 313
A. General Provisions
1. Definitions 1.1 Definitions
(a) “Affiliate” shall mean a company that either directly or indirectly:
controls or
is controlled by or
is under common control with
a Bidder and “control” mean either ownership by one company of
26% of the voting rights of the other company, as the case may be
(b) “Billing System SI Contract” or “Contract” shall mean the Contract to
be entered into between the Selected Bidder and the Utility, for
undertaking the Project;
(c) “Bid” shall mean the bid submitted by a Bidder(s) in response to this
RFP and shall include the Technical Bid and the Financial Bid;
(d) “Bidder(s)” shall mean individual entity or Consortium of entities

bidding in response to this RFP. The Bidder shall be a company
incorporated under the applicable laws of their relevant jurisdiction;
(e) “Bidding Consortium” shall mean the Consortium of entities bidding

for Project after executing Consortium Agreement as per the terms and
conditions of this RFP;
(f) “Bid Data Sheet (BDS)” means an integral part of the Instructions to
Bidders (ITB) Section 3, that is used to reflect issues, details and
conditions specific to the procurement, to supplement and/or modify
the provisions of ITB.
25
(g) “Bid Submission Deadline” shall have the meaning as described

thereto in ITB 17.5;
(h) “Conflict of Interest” shall have the meaning as ascribed thereto in ITB
3;
(i) “Contractor” shall mean the same as “SI”;

(j) “Contract Price” shall have the meaning as described thereto in
Section 7;
(k) Day” means a calendar day, unless otherwise specified as “Business
Day”. A Business Day is any day that is an official working day of Utility.
It excludes Utility’s official public holidays.
(l) “Consortium Member” shall mean any Member of the Bidding
Consortium other than the Lead Consortium Member;
(m) “Financial Bid” shall have the meaning as ascribed thereto in ITB 16;
(n) "Financially Evaluated Entity" shall mean the company which has been
evaluated for the satisfaction of the financial requirement set forth in
Clause 2 of Section 2;
(o) “Financial Proposal” shall mean the same as Financial Bid;
(p) “Financial Year” or “FY” shall mean the period starting from 1st April of
a calendar year to 31st March of the consecutive calendar year;
(q) “Foreign Jurisdiction” means a country, other than India, whose
securities market regulator is a signatory to International Organization
of Securities Commission’s Multilateral Memorandum of
Understanding (IOSCO's MMOU) or a signatory to bilateral
Memorandum of Understanding with the Securities and Exchange
Board of India, and which is not identified in the public statement of
Financial Action Task Force as a jurisdiction having a strategic Anti-
Money Laundering or Combating the Financing of Terrorism
deficiencies to which counter measures apply or a jurisdiction that has
not made sufficient progress in addressing the deficiencies or has not
committed to an action plan developed with the Financial Action Task
Force to address the deficiencies and are allowed to make investment
India in terms of applicable law;
(r) “ITB” (this Section 3 of the RFP) means the Instructions to Bidders that,
along with other Sections, provides the Bidders with all information
needed to prepare their Proposals.
(s) “Lead Consortium Member” or “Lead Bidder” shall mean the Member
of the Bidding Consortium, designated as such by the other members
of the Consortium, having authority to represent all the members
before the Utility;
26
(t) “Month” shall mean calendar months unless otherwise specified.
(u) “Parent(s)” shall mean an entity that is a Company that holds at least
twenty six percent (26%) of the paid - up equity capital directly or
indirectly in the Bidder, as the case may be;
(v) “Project” shall mean the Utility’s SI Project defined in Clause 1 of

Section 6 of the RFP Document;
(w) “Proposal” shall mean the same as Bid and shall include the Technical
Proposal and the Financial Proposal;
(x) “Request for Proposal” or “RFP” means this Tender of which the
number, name and details have been mentioned, including all its
Volumes/ Sections/ Forms/ Annexures/ Appendices etc., for
Appointment of SI (including all clarification/ addendum/ amendment/
corrigendum/ etc. issued from time to time);
(y) “RFP Document” shall have the same meaning as ascribed thereto in ITB
2.1 and ITB 2.1.1
(z) “Service(s)” or “Related Service(s)” shall mean any Service(s)

performed or to be performed as a part of the Project by the SI;
(aa) “Sub-Contractor” shall mean any person, natural or legal, including

manufacturers, to whom execution of any part of the SI Contract,
including preparation of any design or supply of the SI Project, is sub-
contracted directly or indirectly by the Contractor, and includes its
legal successors or permitted assigns;
(bb) “Technical Bid” shall have the meaning as ascribed thereto in ITB
15;
(cc) “Technical Proposal” shall mean the same as Technical Bid;
(dd) "Technically Evaluated Entity" shall mean the company which has
been evaluated for the satisfaction of the technical requirement set
forth in Clause 8 of Section 2;
(ee) “Tender” shall mean the same as “RFP”;
(ff) “Tender Fee” shall mean the fees submitted with the RFP;
(gg) “Utility” means the entity, named, , that has issued the Request for
Bids for Appointment of System Integrator (SI) for implementation of
Single Billing System under SaaS model as per the RFP Document.
27
(hh) "Ultimate Parent Company" shall mean an entity which owns at least
twenty six percent (26%) equity in the Bidder or Member of a
Consortium (as the case may be) and in the Technically Evaluated Entity
and/or Financially Evaluated Entity (as the case may be) and such Sole
Bidder or member of a Consortium (as the case may be) and the
Technically Evaluated Entity and/or Financially Evaluated Entity (as the
case may be) shall be under the direct control or indirectly under the
common control of such entity.
(ii) “Commercial Off-the-Shelf (COTS)” product is a packaged, ready-made
software solution, available for sale, lease or licensing to companies, by
the OEM directly or through authorized implementation partners, which
can be implemented by making certain customizations for meeting
needs of the purchasing organization.
(jj) “Bespoke” product is any software solution which is customized/

developed specifically for the purchasing organization.
1.1.1 Capitalised terms used herein but not defined specifically shall have
the meaning as ascribed to them in Section 5 and Section 6, and
elsewhere in RFP Document.
1.2 Singular and Plural: Where the context so requires, words imparting the
singular only also include the plural and vice versa.
1.3 Headings and Marginal Notes: Headings and marginal notes to the
terms and conditions of the Contract are not deemed to form part
thereof nor are to be taken into consideration in the interpretation or
construction thereof or of the Contract.
2. Introduction 2.1 This Request for Proposal (RFP) is issued by the Utility for selecting the SI to
(a) About this Request implement Utility’s SI Project. This RFP Document provides the overall
for Proposal structure of the document (as outlined in the beginning of the document in
the section titled “Summary, Abbreviations & Table of Content”),
requirements and general terms and conditions applicable to each Bidder.
2.1.1 The RFP Document (also referred to as the bidding document) consist
of Parts I, II, and III, which include all the sections indicated below, and
should be read in conjunction with any Addenda/ Corrigenda/
Amendments/ Clarifications etc. issued thereto from time to time in
accordance with this Section 3.
PART I Bidding Procedures and Requirements

● Section 1 - Request for Proposal Notice
● Section 2 - Eligibility Requirements
● Section 3 - Instructions to Bidders and Bid Data Sheet
● Section 4 - Bidding Forms - Technical Proposal
● Section 5- Bidding Forms - Financial Proposal
● Section 6 - Project Requirements
28
PART II Contract Form and Conditions of Contract

● Section 7 – Contract Form and Conditions of Contract
PART III Contract Related Forms

● Section 8 – Contract Related Forms
2.2 Bidding against the Request for Proposal shall be under Two Envelope
(b) Bidding Process and Single Stage Bidding Process. The bidding process will be conducted online
Electronic- with Electronic – Procurement System (e- Procurement/ e- Tendering/ e-
Procurement Bidding System) as specified in BDS.
System 2.2.1 The Bidders who wish to participate in online Tenders will have to
procure/ should have legally valid digital signature as per Information
Technology Act, 2000 using which they can sign their electronic Bids.
2.2.2 All Bids should be digitally signed. For details regarding digital signature
certificate and related training, the Bidder should contact at the
address mentioned in BDS.
2.3 The Bidders are invited to submit their Proposal comprising a Technical
Proposal and a Financial Proposal, for award of Contract named in the BDS.
The Proposal will be the basis for evaluation and holding discussions, if
required, and ultimately signing the Contract with the Selected Bidder.
2.4 A standard brief regarding detail of existing systems relevant to the SI
Project has been provided in BDS. However, notwithstanding the same, all
Bidders are advised to visit and examine the site and existing facilities, and
(c) Study of Utility’s obtain for itself, on its own responsibility and cost, all information that may
Existing Systems be necessary for preparing the Bid. The cost of visiting the site shall be at
the Bidder’s own expense.
2.5 The Bidder and any of its personnel or agents shall be granted permission,
through the assistance of the Utility, by the Utility to enter upon its
premises and lands for the purpose of such inspection, but only upon the
express condition that the Bidder, its personnel and agents will release and
indemnify the Utility and its personnel and agents from and against all
liability in respect thereof and will be responsible for death or personal
injury, loss of/or damage to property and any other loss, damage, costs and
expenses incurred as a result of the inspection.
2.6 The Bidder’s designated representative(s) is/are invited to attend a pre-bid
meeting at Bidder’s expense, which shall take place at the time and venue
specified in the BDS
2.7 The purpose of the meeting will be to clarify any issues regarding this RFP
(d) Pre-Bid Meeting in general and the scope of work in particular.
2.8 The Bidder may submit any question or query to Utility in writing, to reach
Utility not later than one week before the meeting as per the format given
in BDS. It may not be practicable at the meeting to answer questions
29
received late, but questions and responses will be transmitted as indicated

hereafter.
2.9 Minutes of the meeting, including the text of the questions raised and the
responses given, together with any responses prepared after the meeting,
will be transmitted through the e-Procurement System mentioned in ITB
2.2 without delay to all prospective Bidders who have downloaded the RFP.
2.10 Non-attendance at the pre-bid meeting will not be a cause for
disqualification of a Bidder
3. Conflict of Interest 3.1 A Bidder shall not have a conflict of interest that affects the Bidding process
a) (the “Conflict of Interest”). In the event a Bidder is found to have a Conflict
of Interest, the Utility may choose to reject the Bid, terminate the SI
Contract (in the event it has been awarded) as per termination clause in the
SI Contract. Any Bidder found to have a Conflict of Interest shall be
disqualified.
3.2 A Bidder shall be deemed to have a Conflict of Interest affecting the bidding
process, if:
(a) the Bidder or its Member (or any constituent thereof) and any other
Bidder or its Member (or any constituent thereof) have common
controlling shareholders or other ownership interest;
Provided that this disqualification shall not apply in cases where the
direct or indirect shareholding of a Bidder or its Member (or any
shareholder thereof having a shareholding of more than 15% (fifteen
per cent) of the paid up and subscribed share capital of such Bidder or
its Member, as the case may be) in the other Bidder or its Member, is
less than 15% (fifteen per cent) of the subscribed and paid-up equity
share capital thereof;
Provided further that this disqualification shall not apply to any
ownership by a bank, insurance company, pension fund or a public
financial institution referred to in sub-section (72) of section 2 of the
Companies Act, 2013.
For the purposes of this Clause, indirect shareholding held through one
or more intermediate persons shall be computed as follows: (i) where
any intermediary is controlled by a person through management control
or otherwise, the entire shareholding held by such controlled
intermediary in any other person (the “Subject Person”) shall be taken
into account for computing the shareholding of such controlling person
in the Subject Person; and (ii) subject always to sub-clause (a) above,
where a person does not exercise control over an intermediary, which
has shareholding in the Subject Person, the computation of indirect
shareholding of such person in the Subject Person shall be undertaken
30
on a proportionate basis; provided, however, that no such shareholding

shall be reckoned under sub-clause (ii) if the shareholding of such
person in the intermediary is less than 26% of the subscribed and paid
up equity shareholding of such intermediary; or
(b) a constituent of such Bidder is also a constituent of another Bidder;
or
(c) such Bidder or its Member thereof receives or has received any direct
or indirect subsidy, grant, concessional loan or subordinated debt from
any other Bidder or its Member, has provided any such subsidy, grant,
concessional loan or subordinated debt to any other Bidder or its
Member; or
(d) such Bidder has the same legal representative for purposes of this
Bid as any other Bidder; or
(e) such Bidder, has a relationship with another Bidder, directly or
through common third party/ parties, that puts either or both of them
in a position to have access to each other’s information about, or to
influence the Bid of either or each other; or
(f) such Bidder has participated as a consultant to the Authority in the
preparation of any documents, design, or technical specifications of the
Project.
Explanation: In case a Bidder is a Consortium, then the term
Bidder as used in this Clause shall include each Member of such
Consortium.
4. Bidders to Inform 4.1 The Bidder shall make independent enquiry and satisfy itself with respect
Itself Fully to all the required information, inputs, conditions (including site conditions)
and circumstances and factors that may have any effect on its Bid. Once the
Bidder has submitted the Bid, the Bidder shall be deemed to have examined
the laws and regulations in force and fixed its price taking into account all
such relevant conditions and also the risks, contingencies and other
circumstances which may influence or affect the Services performed within
the scope of work, as provided in this RFP. Accordingly, the Bidder
acknowledges that, on being selected, it shall not be relieved from any of
its obligations under the RFP Documents nor shall be entitled to any
extension of time for commencement of Services or financial compensation
for any reasons whatsoever attributable to SI.
4.2 The Bidders should particularly acquaint themselves with the technical
requirements of Utility’s systems, operations, assets, equipment, statutory
codes, and standards.
4.3 The Bidder shall familiarize itself with the procedures and time frames
required to obtain all consents, clearances and permits required for
implementation of the Project
31
5. Fraud and 5.1 Utility requires compliance with the Anti-Corruption Guidelines/ Laws in
Corruption force of the relevant Government/ its instrumentalities/ Utility.
6. Eligibility and The eligibility and qualification requirements for submission of Proposals
Qualification against the RFP are given in Section 2. Proposals, if any, from Bidders not
Requirements complying with the same shall be out-rightly rejected and shall not be
considered for evaluation.
B. Preparation of Proposals
7. General 7.1 In preparing the Proposal, the Bidder is expected to examine the RFP
Considerations and Document in detail. Material deficiencies in providing the information or
Instructions documentation requested in the RFP Document may result in rejection of
the Proposal.
7.2 All Bidders shall comply with the dates and amounts indicated in Section 1
of this RFP.
7.3 The Bidders shall comply with and agree to all the provisions of this RFP for
various bidding considerations including but not limited to eligibility, costs,
payments, information regarding Utility’s systems, bid formats, Bid
submission and other considerations.
7.4 The Bidders shall be evaluated based on the requirements, criteria, norms,
and procedures laid out or included by reference, in this Section 3 of the
RFP Document.
7.5 The Bidders shall be required to undertake the scope of work for the Project
indicated in Section 6 of the RFP Document.
7.6 The Bidders must conform to the requirements and provide a list of
equipment (including any special equipment) necessary to meet the
technical specifications, functional & performance requirements as
specified in the Section 6 of RFP Document as per the format provided in
Form 14 in Section 4. The equipment supplied shall confirm to all the
requirements under all applicable laws including any order issued by the
central government including Order No No.9/16/2016-Trans-Part (2)
dated 18 November 2020, Order No. F/No.6/18/2019-PPD by Ministry of
Finance, Department of Expenditure, Public Procurement Division dated 23
July 2020, latest Government of India Guidelines for Make in India,
Domestically manufactured products, Atmanirbhar Bharat and circulars
DIPP Office Memorandum No. P-45021/2/2017-PP (BE-II) date:16th Sept.
2020, MeitY Circular No.1(10)/2017-CLES dated 06.12.2019 and Order No.
11/05/2018-Coord. by the Ministry of Power dated 17 September 2020, FDI
Policy including any amendments or modifications to the same from time
to time.
7.7 Bidder shall submit ‘Clause by Clause’ compliance to the RFP document
including the SI Contract and the technical specifications and functional
requirements (with amendments, if any) as per the format prescribed in
Form 15 given in Section 4.
32
7.8 Bidder’s Proposal shall include sufficient information and supporting

documentation in order to determine compliance without further necessity
for inquiries.
7.9 The Bidder’s Proposal shall clearly identify all features described in the
specifications along with any supporting reference material in accordance
with ITB 15.13 as per the format prescribed in Form 3 given in Section 4.
7.10 An analysis of the technical specifications, functional and performance

requirements of the Billing system as provided in Section 6 may lead the
Bidders to conclude that additional items are required that are not
specifically mentioned in this specification. The Bidders shall be responsible
for installing such items (at no additional cost to the Utility) such that a
reliable and fully functional Billing system is implemented that meets or
exceed the capacity and performance requirements. Such materials shall
be deemed to be within the scope of the SI Contract. To the extent possible,
the Bidder shall identify and include all such additional items in their
proposal.
7.11 The Bidders are advised to visit sites (at their own expense), prior to
the submission of the proposal, and make surveys and assessments as
deemed necessary for proposal submission.
7.12 Failure by Utility to require information from a Bidder that has not been
properly provided shall not be construed as waiver on the part of Utility of
the obligation of the Bidder to furnish the said data / information unless
the waiver is in writing.
7.13 Bid submitted by the Bidders before the Bid Submission Deadline, shall
become the property of the Utility and shall not be returned to the Bidders.
7.14 The cost of all stamp duties payable for executing the RFP, Bid
Documents or Project shall be borne by the Bidders.
7.15 No interest shall be paid to the Bidder on any amount submitted to

Utility, whether to be returned or not.
8. Cost of Bidding / 8.1 The Bidder shall bear all costs associated with the preparation and
Preparation of submission of its Proposal, including post-bid discussions, technical and
Proposal other presentations etc., and Utility shall not be responsible or liable for
those costs, regardless of the conduct or outcome of the selection process.
Utility is not bound to accept any proposal and reserves the right to annul
the selection process at any time prior to Contract award, without thereby
incurring any liability to the Bidder.
9. Language 9.1 Bid/Proposal prepared by the Bidders and all correspondence and
documents relating to the Bid exchanged by the Bidder and Utility and its
associates shall be written in the English language.
33
10. Documents 10.1 The Proposal shall comprise the documents and forms mentioned in
Comprising the this Section in general and listed in Section 4 and Section 5 in particular. A
Proposal and List of Document Checklist for the same as well as the list of forms referred to in
Forms this RFP Document is provided in BDS.
11. Only One Proposal 11.1 A Bidder shall submit only one Bid in the same bidding process, either
individually as a Sole Bidder or as a Lead Member of a Bidding Consortium.
Any member of the bidding consortium, including its Parent(s) and/or
Affiliate(s), whose technical and financial capabilities are showcased for
meeting the criteria as mentioned in Clause 2.1 of Section 2, shall not
separately participate directly or indirectly in another bid in the same
bidding process for meeting the criteria as mentioned in Clause 2.1 of
section 2.
12. Proposal / Bid 12.1 The Bid/ Proposal submitted by the Bidder(s) shall be valid for a period
Validity & Bid of specified in BDS reckoned from the Bid Submission Deadline specified in
Security ITB 17 as may be extended from time to time.
12.1.1 All such offers, and terms and conditions set forth in this RFP shall be
valid for the SI till the successful completion of the Project.
12.1.2 In exceptional circumstance, Utility may solicit the Bidder’s consent to
an extension of the Bid validity period. The request and responses
thereto shall be made in writing or by email. If a Bidder accepts to
extend the validity, the Bid Security shall also be suitably extended. A
Bidder may refuse the request without forfeiting its Bid Security. A
Bidder granting the request will not be required or permitted to modify
its Bid.
12.2 The Bidder shall furnish as part of its Technical Bid, a Bid security in
original form, and in the amount specified in the BDS.
12.3 Pursuant to ITB 12.2, the Bid Security shall be a demand guarantee,
and in any of the following forms, at the Bidder’s option:
(a) an unconditional bank guarantee issued by any of the banks
mentioned in BDS;
(b) Bid Security in other forms, if specified in the BDS.
In the case of a bank guarantee, the Bank Guarantee for Bid Security
shall be provided by the Lead Consortium Member/ Sole Bidder in the
format prescribed in Form 6 included in Section 4, Bidding Forms -
Technical Proposal. The bid security shall be valid for 120 (one hundred
and twenty) Days beyond the end of validity period of the Bid specified
in ITB 12.1. This shall also apply if the period of the Bid validity is
extended.
12.4 Any Bid not accompanied by a substantially responsive Bid Security a
specified, shall be rejected by the Utility as non-responsive.
34
12.5 If the Bid Security from any Bidder is forfeited or lapsed either partly
or wholly during the Bid process, then such Bidders and Consortium
are liable for rejection.
12.6 Bid Security of unsuccessful Bidders shall be returned as promptly as

possible upon the successful bidder’s signing the contract and
furnishing the Performance Security pursuant to ITB 29.
12.7 The Bid Security of the Selected Bidder shall be returned as promptly
as possible once the SI has signed the Contract with the Utility and
furnished the required Performance Security.
12.8 The Bid Security may be forfeited if

12.8.1 The Bidder withdraws/ modifies/ substitutes its Bid during the
period of Bid validity as specified in ITB 12.1 or any extension
thereto provided by the Bidder;
12.8.2 Bid is rejected for existence of conflict of interest, or more than one
bid being submitted by a Bidder
12.8.3 Bid submitted by a Consortium is not accompanied by Consortium
Agreement in the form provided in this RFP.
12.8.4 The Selected Bidder:
12.8.4.1 Fails to sign the SI Contract; or
12.8.4.2 Fails to furnish a Performance Security in accordance
with ITB 29; or is found to have submitted false
particulars/ fake documents; or
12.8.4.3 refuses to execute the work at its agreed scope/quoted
rates, after Utility issues the Letter of Award
12.8.4.4 is involved in incidents of manipulation of rates either by
cartelization or otherwise.
a. Extension of 12.9 Utility will make its best effort to complete the bidding process and
Proposal Validity award the contract prior to the date of expiry of the Bid/ Proposal
validity. However, should the need arise, Utility may request, in
writing, all Bidders who submitted Bids/Proposals prior to the Bid
Submission Deadline to extend the Proposals’ validity.
12.10 If the Bidder agrees to extend the validity of its Proposal, it shall be
done without any change in the original Proposal.
12.11 The Bidder has the right to refuse to extend the validity of its Proposal
in which case such Proposal will not be further evaluated.
13 Clarification and 13.1 Bidders may seek clarifications on this RFP in writing, through a letter,
Amendment of fax or email to reach Utility no later than the period specified in BDS.
RFP 13.2 Utility may issue clarification only, at its sole discretion, which is
considered reasonable by it.
35
13.3 Any such clarifications issued shall be sent to all the Bidders to whom
the RFP has been issued. Any such clarification shall also be hosted on
the website of the Utility and transmitted through the e-Procurement
System mentioned in ITB 2.1.
13.4 Utility is not under any obligation to entertain/ respond to
suggestions made or to incorporate modifications sought for.
13.5 For the avoidance of any doubt, it is hereby clarified that the Utility is
not obliged to extend the Bid Submission Deadline on account of
clarifications sought in accordance to ITB 13.4.
13.6 During the bidding process, Utility, for any reason may modify the
RFP, including the timelines, by issuance of addendum / modification
/ errata and / or a revised document.
13.7 Revisions or amendments in the bidding guidelines may cause Utility

to modify amend or supplement the RFP to be in conformance with
any applicable Law. Such document shall be notified in writing
through the e-Procurement System mentioned in ITB 2.1, or letter or
fax or e-mail to all the entities who have downloaded the RFP, and the
same shall be binding on them.
13.8 Utility shall not be responsible for any delay in receipt of the
addendum/ modification/ errata and/ or revised document and
receipt of the same by the Bidders shall be presumed by Utility upon
taking all reasonable steps to notify the Bidders. Late receipt of any
addendum/ modification/ errata and/ or revised document will not
relieve the Bidder from being bound by that modification or the Bid
Submission Deadline. All such amendments/modifications shall be
issued at least 7(seven) working days prior to the Bid Submission
Deadline.
13.9 In order to provide reasonable time to the Bidders to take the

modification into account in preparing their Bid, or for any other
reasons, Utility may, at its discretion, extend the deadline/ timeline
for Bid submission.
14 Preparation of Bid/ 14.1 The Bidder shall prepare its Bid and furnish required information and
Proposal and Bid documents as per the guidelines, formats, forms, schedules, fees, and other
Formats specification in this Section, as well as the RFP Document in general.
14.2 Strict adherence to the formats/ forms, wherever specified, is required.
Wherever information has been sought in specified formats, the Bidder
shall refrain from referring to brochures or pamphlets. Non-adherence to
formats and/ or submission of incomplete information may be a ground for
declaring the Bid as non-responsive. Each format must be duly signed and
stamped by the authorized signatory of the Bidder.
36
15 Technical Bid/ 15.1 The Technical Bid/Proposal shall be prepared using the Forms
Proposal Format provided in Section 4 of the RFP and shall comprise the information,
and Content details and documents listed in subsequent clauses herein The
Technical Bid/ Proposal shall not include any financial information. A
Technical Proposal containing material financial information shall be
declared non-responsive.
15.2 The Technical Bid shall contain the list of all Consortium Members and
Sub-contractor(s) (if applicable) participating in the Bid as per the
format prescribed in Form 1 given in Section 4. Furthermore, the
Technical Bid shall contain a covering letter by the Lead Consortium
Member/ Sole Bidder duly designated and signed by all Members of
that Bidding Consortium as per the format prescribed in Form 7 given
in Section 4.
15.3 The Technical Bid shall contain a legally enforceable Consortium

Agreement (in the case Bidder is a Consortium) entered amongst all
Members of that Bidding Consortium, designating one of the
Members to be the Lead Consortium as per the format prescribed in
Form 8 given in Section 4. In the absence of a duly executed
Consortium Agreement, the Bid shall not be considered for evaluation
and will be rejected.
15.4 The Technical Bid shall contain Power of Attorney from each
Consortium member in favour of the lead consortium member of the
Bidder as per the format prescribed in Form 9 given in Section. All
submissions and representations by the Lead Member shall be
deemed to be on-behalf of the entire consortium and shall be binding
all the members of the Consortium.
15.5 In case the Sole Bidder or any Consortium Member is a foreign entity,
then it may submit a Board resolution/ Power of Attorney/
authorization, which should satisfactorily and unambiguously
encompass all the terms and conditions of the Power of Attorney
prescribed in Form 9 given in Section 4. In the event of Award of
Contract, such foreign entity(ies) shall be required to have a
registered office (under the Companies Act 1956/ 2013 with Registrar
of Companies) in India.
15.5.1 Provided further that such Board resolutions/Power of
Attorney/authorization, as specified above, in case of a foreign entity,
shall be supported by an unqualified opinion issued by the legal counsel
of such foreign entity, stating that the Board resolutions are in
compliance with the applicable laws of the respective jurisdictions of
the issuing company and the authorizations granted therein are true
and valid. In the case of a foreign entity, in the event, any and/or all of
the documents/resolutions are in any other language other than
English, then a duly notarized copy of such translation shall also be
required to be submitted.
37
15.6 The Lead Consortium Member/ Sole Bidder shall designate one
person to represent the Bidding Consortium/ Bidder in its dealings
with Utility. The person designated by the Bidder (registered
Company) shall be authorized through a Power of Attorney as per
Form 10 given in Section 4 to perform all tasks including, but not
limited to, providing information, responding to inquiries, etc. and
attach the same in the Technical Bid.
15.7 The Technical Bid shall contain signed Letter of Consent as per Form
11 given in Section 4 from each Consortium Member that the Bid has
been reviewed and each element of the Bid is agreed to by them
including but not limited to any commitment in the Project.
15.8 The Technical Bid shall contain the Tender Fees and the Bid Security
as per the format prescribed in Form 6 given in Section 4.
15.9 The Technical Bid shall contain all documents required to
prove/substantiate the Eligibility and Qualification Requirements of
the Bidders or the Bidding Consortium specified in ITB 6.1 and
Section 2 (as per the format prescribed in Form 2 given in Section 4):
a) Company profile document with evidence of fields of
competence for each Consortium Member
b) Attested copy of Certificate of Registration/ Incorporation
issued by the Registrar of Companies for each Consortium
Member
c) Certificate of Commencement of Business issued by the
Registrar of Companies for the Lead Consortium Member/ Sole
Bidder clearly indicating the number of years of operation.
15.9 The Bidder shall submit a preliminary Project implementation plan along
with the Bid which shall include at least the following activities (as per
the format prescribed in Form 3 given in Section 4).
15.10 In case of Award of the SI Contract, the detailed Project
implementation plan, submitted as part of the Technical Bid, shall be
revised and submitted by the SI, in consultation with the Utility, to
ensure smooth takeover of existing Utility systems and any ongoing
Services under the scope of the SI Project.
15.11 The Technical Bid of the Bidder shall contain the indicative List of
Material and Services in the format prescribed in Form 14 as given in
Section 4 without any mention of costs/ prices.
15.12 The List of Material and Services shall be accompanied by the detailed
specifications of the supply in the Technical Bid demonstrating
responsiveness of the quoted Solution. The Bidder shall also indicate
38
the country of origin of each equipment in Form 14 as given in Section

4. For supply of equipment / material from the country of origin other
than India, the bidder shall submit performance certificate in support
of satisfactory operation in India or a country other than the country
of origin having climatic and operational conditions including ambient
temperature similar to that of India for more than number of years,
indicated in BDS in accordance with Order No. 11/05/2018-Coord.
dated 17 September 2020 issued by the Ministry of Power including
any amendments or modifications to the same from time to time.
15.13 The Technical Bid of the Bidder shall contain the names and details of
the suitably qualified Bidder’s representative and Key Personnel to
perform the SI Contract as per the format provided in Form 4 given in
Section 4. The data on their experience should be supplied using the
Form 5 given in Section 4 for each candidate proposed.
15.14 Any removal/ change/ replacement of Key Personnel (as provided in

Form 4 and 5 given in Section 4) shall be notified to Utility within 7
(seven) working days along with the Curriculum Vitae (CV) of the
personnel replacing the previous personnel. The personnel replacing
the previous key personnel shall have equivalent or better
educational qualification and relevant professional experience
Note: Submission of the Technical Proposal in a materially wrong format may

lead to the Proposal being deemed non-responsive to the RFP requirements.
16 Financial Bid/ 16.1 The Financial Proposal shall be prepared using the Forms provided in
Proposal Format Section 5 of the RFP and shall comprise the information, details and
and Content documents listed in subsequent clauses herein.
16.2 The Financial Bid shall only be submitted electronically as per the
format prescribed in Form 1 given in Section 5. No hard copy of the
Financial Bid shall be submitted.
16.3 The Financial Bid shall be quoted on a per consumer basis, which is
inclusive of cost of providing all the services as defined in the RFP,
including but not limited to provisioning the cloud infrastructure (DC-
DR), Billing system modules, and all related software, middleware,
database, tools, network bandwidth, and cost of design,
development, testing, commissioning, migration, integration,
operations & maintenance (FMS), scheduled upgrades, manpower &
field hardware. Price quoted should clearly mention the basic cost/
unit price including any other taxes/ duties/ levies and any other
taxes/ duties/ levies, Goods and Service Tax (GST). The Financial Bid
will be evaluated basis the total cost of the Project as quoted by the
Bidder(s) for the Contract Period in Form 1 given in Section 5.
39
16.4 The Bidder shall quote the Rate per use of Billing system for each
consumer for the Contract Period on INR per consumer per month
basis in line with the payment schedule as provided in the SI Contract.
The Financial Bid shall be quoted in both ‘numbers’ and ‘words’. In
case of any discrepancy between the quoted Financial Bid in
‘numbers’ and ‘words’, the quoted Financial Bid in ‘words’ will prevail
over the quoted Financial Bid in ‘numbers’.
16.5 Unit prices (exclusive of all taxes/ duties/ levies/ cess etc.) (as
provided in Form 1 given in Section 5) quoted by the Bidder shall be
firm and final and shall remain constant throughout the Contract
Period and shall not be subject to any modifications.
16.6 Any items or prices omitted by the Bidder, if incurred at a later stage
by the Bidder, within the scope of work as provided in the SI Contract,
shall be borne by the Bidder with no financial liability on Utility.
16.7 Any scope of work required for expansions during the Contract Period
shall be supplied by the SI keeping the specifications and unit price
same as per the List of Material and Services (as provided in Form 14
given in Section 4) and Financial Bid (as provided in Form 1 given in
Section 5), respectively.
16.8 All prices in the Financial Bid shall be quoted in Indian Rupees. The
Bidder shall bear the risk related to foreign exchange variations during
the Contract Period. The variation in the statutory taxes will be in
accordance with the SI Contract.
16.9 Alternative Bids with any financial implications shall be rejected.
C. Submission, Opening and Evaluation

17 Submission of 17.1 Both Technical Bid and Financial Bid shall be digitally signed and
Bids/ Proposals submitted electronically using the e-Procurement system indicated in ITB
and Bid 2.2 on or before the Bid Submission Deadline following the instructions
Submission therein. All the documents shall be scanned and uploaded however, where
Deadline the data is required to be entered manually, the same shall be entered
accordingly by the Bidder.
(a) Submission of Bids/ 17.2 Requisite Tender Fee and Bid Security in the specified form/ instrument
Proposals shall be submitted in original so as reach before the Bid Submission
Deadline, failing which the Bid shall be deemed non-responsive.
17.3 In addition to the electronic submission and submission of Tender Fee

and Bid Security in the specified form/ instrument in original as per ITB 17.2,
if so specified in BDS, the Bidder shall also provide certain document in
original/ hard copy/(ies) of the original/ revised (if any) in a sealed envelope
before the Bid Submission Deadline.
40
17.4 The hard copies to be submitted as per ITB 17.3 shall be in original and/
or attested as may be specified in BDS.
17.5 The hard copy of the document as per ITB 17.3 and ITB 17.4 above shall
be sent in a sealed envelope to Utility via Registered Post with
Acknowledgement Due (RPAD), speed post or courier in the manner
specified in ITB, which should reach Utility before the Bid Submission
Deadline.
17.6 The sealed envelope shall be clearly marked on the top with details
mentioned in BDS. The sealed envelope shall be addressed to the Utility as
specified in BDS. The sealed envelope shall also clearly mention the name
of the Lead Consortium Member/ Sole Bidder submitting the Bid.
17.7 The sealed envelope shall not contain the Financial Bid. The Financial
Bid shall only be submitted electronically.
17.8 In case of discrepancy between the electronically submitted documents

and the physically submitted documents in the sealed envelope, the
electronically submitted documents and the information contained therein
shall prevail and be treated as the final submission.
17.9 Insufficiency of the electronically submitted Bid shall not be

compensated by any information, documentation or material provided
additionally in the physically submitted documents in the sealed envelope.
17.10 All Bids shall be electronically submitted and physically received, as may
be specified in this Section, by Utility no later than the Bid Submission
Deadline indicated in BDS as may be extended from time to time by the
Utility.
(b) Bid Submission
17.11 Bidders may prepare, edit, substitute or withdraw their offers any
Deadline
number of times online before the Bid Submission Deadline as may be
permitted by the e-Procurement system. After the Bid Submission
Deadline, the Bidder shall not, or attempt to, change or withdraw the Bid
under any circumstances. No written or online request in this regard shall
be entertained.
17.12 Any Bid received by Utility, either electronically or physically, after the
Bid Submission Deadline prescribed by Utility will not be uploaded and
accordingly be rejected. In case of hard copy submissions, late Bids shall be
returned unopened to the Bidder.
17.13 Utility may, at its discretion, extend this Bid Submission Deadline by
amending the RFP at any time prior to opening of the Bids, in which case all
41
rights and obligations of Utility and the Bidders shall thereafter be subject
to the deadline as extended.
17.14 Any Proposal or its modification received by Utility after the deadline
through any means or medium, whatsoever, shall be declared late and
rejected, and promptly returned unopened.
18 Confidentiality 18.1 Information relating to the examination, evaluation, comparison, and

recommendation of SI Contract award, shall not be disclosed to Bidders or
any other persons not officially concerned with such process.
18.2 Any attempt by a Bidder to influence Utility in the examination,

evaluation, comparison, and post qualification of the Bids or SI Contract
award decisions may result in the rejection of its Bid.
18.3 If any Bidder, from the time of opening the Technical Bids to the time of
SI Contract award, wishes to contact Utility on any matter related to the
bidding process, it should do so in writing.
19 Opening of 19.1 The Technical Bids shall be opened at the date and time, and the
Technical Bids/ address indicated BDS. In case hard copy submission of Technical Bid or
Proposals certain document is requested by the Utility as per ITB 17 the physically
submitted Technical Bids/ documents in the sealed envelope shall be
opened simultaneously to check inter alia requisite submissions and for the
Tender Fees and the Bid Security.
19.2 The Bids shall be deemed to be under consideration immediately after
they are opened and confirmation or receipt of the Tender Fee and Bid
Security, and until an official intimation of award or rejection is made by
Utility to the Bidders.
19.3 Utility shall then separately evaluate the Bids with respect to the
Eligibility and Qualification Requirements, sufficiency of the submission,
conformation/ compliance/ responsiveness to all the mandatory
requirements, terms, conditions, and specifications of the RFP Document
without any deviation, reservation, or omission, and other parameters
outlined in this RFP.
19.4 The Financial Proposal shall remain unopened in the e-Procurement/ e-
Tendering system securely, until they are opened in accordance with ITB 22.
19.5 At the opening of the Technical Proposals the following shall be read
out: (i) the name of the Bidder; (ii) any modifications to the Proposal
submitted through the e-Procurement/ e-Tendering system prior to
proposal submission deadline; and (iii) any other information deemed
appropriate.
20 Bid/ Proposals 20.1 The bidding process is designed to select the SI through a series of
Evaluation assessment of: (i) conformation/ compliance to all the mandatory
Overview and requirements under applicable laws and this tender, terms, conditions, and
specifications of the RFP Document without any material deviation,
42
Verification/ reservation, or omission; (ii) meeting the minimum technical score in

Clarifications Technical Bid evaluation and (iii) the financial amounts quoted by the
Bidder. The Bid submitted by the Bidder shall consist of a Technical Bid and
a Financial Bid.
First Stage-Fulfillment of Eligibility and Qualification requirements,
determination of substantial responsiveness to the RFP Documents: The
Technical Bids shall be opened by Utility and be checked to determine:
(i) whether the Bidders comply with the Eligibility Requirements, have
offered eligible SI Services in their Bids, as specified in ITB 6.1 and
Section 2
(ii) whether the Bidders meet the Qualification Requirement specified in
ITB 6.2 and Section 2
(iii) whether the Bids are substantially responsive to the RFP document
including the requirements specified in Section 6 basis ‘Clause by
Clause’ compliance to the RFP Document including the technical
specifications and functional requirements (with amendments, if any)
as per the format prescribed in Form 15 given in Section 4
Second Stage – Technical Evaluation of the Bid: The Bids which are found to be
responsive shall be evaluated as per criteria specified in Bid Data Sheet
Third Stage-Opening of Financial Bid: Financial Bids of all technically qualified
Bidders would be opened, basis which the award of SI Contract shall be
determined.
Fourth Stage-Award of Project:
The “Successful Bidder” as defined in ITB 25 shall be awarded the SI Contract.
20.2 The Bidder is not permitted to alter or modify its Bid/ Proposal in any
way after the Bid Submission Deadline.
20.3 Utility’s determination of the responsiveness of a Bid/ Proposal is to be

based on the contents of the Proposal itself including any response to
clarifications sought by Utility which does not alter the substance of the
Proposal or the price.
20.4 A substantially responsive Bid/ Proposal is one that conforms to all the
mandatory requirements, terms, conditions, and specifications of the RFP
Document without any material deviation, reservation, or omission, as
defined in ITB 24.
20.5 The Contract, if awarded, shall be executed in accordance with RFP

document and any other conditions.
43
20.6 Notwithstanding anything stated in the RFP Document, Utility reserves

the right to verify the authenticity of the documents submitted for meeting
the eligibility, qualification and/or other specified requirements and may
request for clarifications any additional information/ documents from the
Bidder. However, the Bidder shall not be permitted to alter the substance
of the Proposal or the price under any circumstances whatsoever
20.7 Utility reserves the right at its sole discretion to contact the Bidder’s
bank, lenders, financing institutions and any other persons as necessary to
verify the Bidder’s information/documents for the purpose of eligibility,
qualification and/ or other specified requirements.
20.8 Utility may verify the Bidder’s technical and financial data by checking
with the Bidder’s clients/ lenders/ bankers/ financing institutions/ any other
person as necessary.
20.9 To assist in the examination, evaluation, comparison and post-

qualification of the Bids, Utility may, at its discretion, ask any Bidder for a
clarification of its Bid. Any clarification submitted by a Bidder that is not in
response to a request by Utility shall not be considered. Utility’s request for
clarification and the response shall be in writing. No change in the prices
shall be sought, offered, or permitted by Utility in the evaluation of the
Financial Bids.
21 Evaluation of 21.1 All Bids will first be evaluated for ‘Clause by Clause’ compliance to the
Technical Bids/ RFP document and the SI Contract including the technical specifications and
Proposals functional requirements (with amendments, if any) as per the format
prescribed in Form 15 given in Section 4. The Bidders fulfilling the Eligibility
and Qualification Requirement and having submitted substantially
responsive Bids conforming to and meeting all the mandatory
requirements, terms, conditions, and specifications of the RFP Document
without any material deviation, reservation, or omission, as defined in ITB
24, shall qualify for technical evaluation of the bid and Bids that meet the
minimum technical score as mentioned in SCC shall qualify for opening of
Financial Bid.
21.2 In the event the Technical Bid is substantially responsive, Utility may
waive any deviation, reservation, or omission in the Bid as defined in ITB
24.1
21.3 Provided that a Technical Bid is substantially responsive, Utility may

request that the Bidder submit the necessary information or
documentation, within a reasonable period of time, to rectify nonmaterial,
44
nonconformities or omissions in the Technical Bid related to documentation

requirements. Such omission shall not be related to any aspect of the price
Bid. Failure of the Bidder to comply with the request may result in the
rejection of its Bid.
22 Opening of 22.1 At the completion of the technical evaluation, Utility shall intimate the
Financial technically qualified Bidders for opening of Financial Bids, along with the
Proposals date, time and venue of opening of Financial Bids.
22.2 The Financial Bids shall be opened through the e-Procurement system
referred to in ITB 2.2, in the presence of authorized representatives of all
technically qualified Bidders who chose to be present at the specified venue
on the specified date and time.
23 Evaluation of 23.1 Provided that the Technical Bid is substantially responsive, Utility will
Financial Bids/ correct arithmetical errors during evaluation of Financial Proposals on the
Proposals following basis:
a) if there is a discrepancy between the unit price and the total price that
is obtained by multiplying the unit price and quantity, the unit price shall
prevail and the total price shall be corrected, unless in the opinion of
Utility there is an obvious misplacement of the decimal point in the unit
price, in which case the total price as quoted shall govern and the unit
price shall be corrected;
b) if there is an error in a total corresponding to the addition or subtraction
of subtotals, the subtotals shall prevail, and the total shall be corrected;
c) if there is a discrepancy between words and figures, the amount in
words shall prevail. However, where the amount expressed in words is
related to an arithmetic error, the amount in figures shall prevail subject
to (i) and (ii) above.
Except as provided in (i) to (iii) herein above, Utility shall reject the Financial Bid
if the same contains any other computational or arithmetic discrepancy or error.
24 Deviations, 24.1 During the evaluation of Bids/ Proposals, the following definitions apply:
Reservations and (a) “Deviation” is a departure from the requirements specified in the RFP
Omissions document;
(b) “Reservation” is the setting of limiting conditions or withholding from
complete acceptance of the requirements specified in the RFP
document; and
(c) “Omission” is the failure to submit part or all of the information or
documentation required in the RFP document.
24.2 A substantially responsive Bid is one that meets the requirements of the
bidding document without material deviation, reservation, or
omission. A material deviation, reservation, or omission is one that:
(a) if accepted, would:
(i) affect in any substantial way the scope, quality, or performance of the
Goods and Related Services specified in the Contract; or
45
(ii) limit in any substantial way, inconsistent with the bidding document,
the Utility’s rights or the Bidder’s obligations under the Contract; or
(b) if rectified, would unfairly affect the competitive position of other
Bidders presenting substantially responsive Bids.
25 Successful / 25.1 The price as per the Financial Proposal/ Bid of all technically qualified
Selected Bidder Bidders, determined upon evaluation of Financial Proposals/ Bids,
shall be the basis for determination of the Successful Bidder/ Selected
Bidder.
25.2 The technically qualified Bidder with the lowest Financial Bid shall be
considered as the Successful Bidder/ Selected Bidder and shall be
considered for award of the SI Contract.
25.3 If the Successful Bidder/ Selected Bidder does not accept the correction
of errors as per ITB 23.1, its Bid shall be disqualified, and its Bid
Security shall be forfeited.
D. Award of Contract
26 Award Criteria 26.1 Subject to ITB 25.3, the Utility shall award the Contract to the
Successful Bidder/ Selected Bidder.
26.2 Utility shall present the Letter of Award (as per the format prescribed in
Form 2 given in Section 8) to the Successful Bidder and invite the
Performance Security in order to sign the SI Contract to implement the
Project.
26.3 The Successful Bidder shall provide an undertaking that the key staff
identified for the Project (as submitted in its Technical Bid) shall be available
for the respective proposed work requirement, anytime during the duration
of the Project, till its successful completion
26.4 If for any reason the Bid of the Successful Bidder is rejected or Letter of
Award issued to the Successful Bidder is cancelled, Utility is empowered to
take decisions for any of the following:
a) Consider the next lowest evaluated Bid from eligible and qualified
Bidder whose bid is determined substantially responsive; or
b) Annul the Bid process; or
c) Take any such measure as may be deemed fit in the sole discretion of
Utility, as applicable.
27 Utility’s Right to 27.1 Utility reserves the right to increase or decrease the number of
Vary Quantities at consumers under the SI Contract subject to the limit of - 20% (twenty
the time of Award percent) up to +30% (thirty percent) of the existing number of consumer (as
provided in Form 1 given in Section 5), covered under the SI Contract,
without any change in the unit prices or other terms and conditions of the
SI Contract and the Bid.
46
28 Letter of Award 28.1 Prior to the expiry of the period of Bid validity, Utility shall notify the
successful Bidder, in writing, by issuing the Letter of Award, that its Bid has
been accepted.
28.2 Until the SI Contract is prepared and executed, the notification of award
and its subsequent acceptance by the successful bidder shall constitute a
binding contract.
29 Signing of Contract 29.1 Within 21 (twenty-one) Days of receipt of the Letter of Award, the
and Contract successful Bidder shall sign the SI Contract.
Performance
Security 29.2 Within 14 (fourteen) Days of the receipt of Letter of Award from Utility,
the Successful Bidder shall furnish the Performance Security, using for that
purpose the format of Performance Security given in Form 1 in Section 8.
Immediately upon furnishing of Performance Security, SI may request the
Utility to execute the SI Contract.
29.2.1 Within 14 (fourteen) Days of the receipt of Letter of Award from Utility,
the Successful Bidder shall submit a copy of the agreement between
each of the Sub-contractor(s) and the Bidder, in case the Sub-
contractor(s) is not the Sole Bidder/ a member of the Consortium,
guaranteeing back-to-back service and support for the total duration of
the project.
29.3 Failure of the Successful Bidder to submit the above-mentioned

Performance Security or submit the above-mentioned agreement or sign
the SI Contract or if the successful bidder withdraws, shall constitute
sufficient grounds for the annulment of the award and forfeiture of the Bid
Security. In that event, Utility shall re-tender the case.
30 Advance Payment -Deleted-
security
47
E. Bid Data Sheet
ITB
Reference A. General Provisions
1.1 (u) SELECTION OF SERVICE PROVIDER FOR SINGLE BILLING SOLUTION
1.1 (dd) Punjab State Power Corporation Limited, Patiala, Punjab
2.2 Bidding against RFP shall be conducted through/ with Electronic –Procurement (e-
Procurement/ e- Tendering) System.
Utility shall use the following Electronic-Procurement system to manage this Request
for Proposal (RFP) process:
Tender specification can only be downloaded from website
www.eproc.punjab.gov.in. Details regarding E-Tendering is available on website
The electronic-procurement system shall be used to manage the following part of
the RFP process:
[e.g., issuing RFP, corrigendum/ addendums, submissions of Proposals, opening of
Proposals etc.]
To aid and facilitate the Bidders on e-Procurement/ e-Tendering process a detailed
manual on the same titled Bidder Help Manual for e-Bidding has been provided
annexed to the Bid Data Sheet as Annexure I (BDS). The same may be utilized by the
Bidders.
2.2.2 Name Dy. CE/IT (O&S),

Address Room No. 402, 4th Floor, 7 Storey Building, Head Office , Patiala-
147001,
email- se-it-os@pspcl.in
2.3 The name of the Contract is: SINGLE BILLING SOLUTION
2.4 Standard brief regarding detail of existing systems relevant to the SI Project:
Presently two number billing solutions are being used in PSPCL for data maintenance
as well as metering, billing collection et cetera for consumers of PSPCL. Approximate
60% consumers are being billed on SAP based billing which was further customized
by M/s Accenture for PSPCL and presently being maintained by in-house team of IT
officials. Remaining approximate 28,00,000 consumers are being billed on age-old
advice basis system provided and maintained by NIELIT. All the consumers have been
divided in 5 zones, 21 circles, 104 Division. Subdivision wise category wise list of
consumers separately for SAP and NON SAP areas has been attached as annex-B
which comes out to be approx. 1.0 Cr including 14,00,000 AP consumers as such
consumers base of one crore should be used as basis for calculation of eligibility
48
criteria. The bills of AP consumers will only be prepared twice in a year i.e. once in 6
months. However, all other functionalities/reports shall be like all other consumers.
2.6 A Pre-Bid Meeting will be held, the location and time of the same shall be intimated
to the participating bidders in time. However, due to prevailing COVID-19 conditions
and as per the applicable directives and SoP, if so necessitated the pre-bid meeting
may be held over a Video Conferencing, Link for which will be made available seven
days prior to holding this meeting at Utility website.
2.8 Format for Sending Query to Utility

[Query may be sent in hard copy to the Nodal Officer of Utility, at the below-
mentioned address AND/ OR via email to E-mail ID]
[Reference No.]
From:
[Address of the Bidder]
[Telephone No., Fax No., Email]
[Date]
To:
Dy. CE/IT (O&S), Room No. 402, 4th Floor, 7 Storey Building, Head Office , Patiala-
147001, email- se-it-os@pspcl.in
Sub: Query.
Ref: [SINGLE BILLING SOLUTION].
Dear Sir/ Madam,
Please find below our query with respect to the RFP subject to the terms and
conditions therein:
Reference Page
S. No. Query
Clause No. No.
1.
2.
3.
Thanking you,
Yours Sincerely,
[Insert Signature here]
[Insert Name here]
[Insert Designation here]
49
B. Preparation of Proposals
10.1 Document Checklist and List of Forms

S. Document RFP
No. Section
Reference
1. Tender Fee N1,3
2. List of Consortium Members and Subcontractor(s) (as applicable)
as per the format prescribed in Form 1 given in Section 4 4
3. Bidder Information as per the format prescribed in Form 2 given

4
in Section 4
4. Project Implementation Plan as per format provided in Form 3
4
given in Section 4
5. Curriculum Vitae of key personnel as per format provided in Form
4
4 and Form 5 given in Section 4
6. Bid Security in the form of Demand Draft or Bank Guarantee as
per format prescribed in Form 6 given in Section 4 4
7. Covering Letter for Submission of Bid by Sole Bidder/ Lead

Consortium Member as per format prescribed in Form 7 given in 4
Section 4
8. Consortium Agreement Format entered amongst all Members of
the Bidding Consortium as per format prescribed in Form 8
4
given in Section 4
9. Power of Attorney by Bidder as per format prescribed in Form 9

given in Section 4 4
10. Power of Attorney by each Consortium Member in favour of Lead

Consortium Member as per format prescribed in Form 10 given in
4
Section 4
11. Power of Attorney by Lead Consortium Member/ Sole Bidder

authorizing an Individual Designated Representative for the
4
Bidder as per the format prescribed in Form 11 given in Section 4
50
12. Letter of Consent by each Consortium Member reviewing each

element of the Bid as per format prescribed in Form 11 given in 4
Section 4
12. For Bidder Experience [Refer Clause 2.1 in Section 2]:
a) References along with requisite contract/ Purchase Order
(PO)/ Work Order (WO). The references should indicate client
name, scope of work, Project start date (as per the format
prescribed in Form 13);
a. In case a Non-Disclosure agreement (NDA) is signed with the
client, Bidder shall provide an undertaking for the NDA and
shall also provide a client certification as proof of experience
along with Client Name/ Email Address/ Contact no./
designation etc.
b) Documentary evidence of completion of the Project or
completion of Go-live status (i.e., Go-live certificate, UAT 4
testing certificate etc.) of the respective project as per the
definition of Go-Live/ UAT specified therein or other
documentary evidence indicating completion (e.g., proof of
payment received/ proof of asset capitalized in books of
accounts (as applicable) and client certificate for supply of
material or similar proofs) along with contact details of the
client;
c) Any other documentation for implementation performance/
operation
d) Copy of Valid Certifications attested by the authorized
signatory
13.1 For Billing System provider5 Eligibility [Refer Clause 2.2 A1 in

Section 2]:
a) References along with requisite contract/ Purchase Order
(PO)/ Work Order (WO). The references should indicate client
name, scope of work, Project start date (as per the format
prescribed in Form 13 given in Section 4);
In case Non-Disclosure agreement (NDA) is signed with the
client, Bidder shall provide an undertaking for the NDA and
shall also provide a client certification as proof of experience
along with Client Name/ Email Address/ Contact no./
designation etc.
5
In case of a COTS based Billing system
51
b) Documentary evidence of completion of the Project or

completion of Go-live status (i.e., Go-live certificate, UAT
testing certificate etc.) of the respective project as per the
definition of Go-Live/ UAT specified therein or other
documentary evidence indicating completion (e.g., proof of
payment received/ proof of asset capitalized in books of
accounts (as applicable) and client certificate for supply of
material or similar proofs) along with contact details of the
client
c) Any other documentation for implementation
performance/ operation.
d) A MAF signed on the letterhead of the Billing System
provider, addressed to the Bidder (as per the format
prescribed in Form 22).
e) Agreement entered with the bidder (as per format
prescribed in Form 23 of section 4)
f) Relevant supporting document mentioning details of
authorized implementation partner and the
implementation experience, as applicable, on the OEM’s
letter head duly signed and stamp by authorized signatory
of OEM
13. For Cloud Service Provider (CSP) Provider Eligibility [Refer Clause
2 2.2 B1-B2 in Section 2]:
a. Copies of valid certificates as on bid submission date from the
OEM/ OEM Service partner.
In case of NDA or Security restrictions in sharing relevant
security certifications, the OEM shall submit self-certification
and will be liable for authenticity of the same.
b. Self-certificate from the CSP mentioning the location details
signed by authorized signatory of the CSP for this bid.
c. A MAF signed on the letterhead of the Cloud Service provider,
addressed to the Bidder (as per the format prescribed in Form
22).
d. Agreement entered with the bidder (as per format prescribed
in Form 23 of section 4)
52
14. For Financial Strength [Refer Clause 2.1 in Section 2]: Audited 4
Annual financial statements, Balance Sheet and P&L Account of all
Consortium Members/ Sole Bidder for the respective Financial
Years as per the format prescribed in Form 4
Copy of CA certificate clearly capturing the MAAT from IT/ Software
Business in India for the respective financial years
15. List of Material and Services as per format provided in Form 14 4

given in Section 4
16. Table of Compliance as per format provided in Form 15 given in 4

Section 4
17. Financial Bid as per format provided in Form 1 given in Section 5 5
18. Performance Security as per the format prescribed in Form 1 given 8

in Section 8
19. Letter of Award as per the format prescribed in Form 2 given in 8
Section 8
20. Copy of this RFP with sign and official seal on every page 1 to 8
21. Format for Sending Query to Utility for clarification 3
12.1 The Bid shall remain valid until i.e. up to and including 120 days reckoned from the Bid
Part I & II opening, as may be extended by the Utility.
12.2 Currency and the amount of Bid Security/EMD to be furnished by the Bidder is :
Currency: INR
Amount: 20,00,000/-
12.3(a) Banks by whom Bank Guarantee is required to be issued:

from any Scheduled commercial bank
12.3(a) Bid Security may be furnished in other forms mentioned below:

EMD/ Bid security to be transferred online
13.1 Clarifications may be requested no later than 3 Days prior to the prebid meeting.
Request to be sent at: Dy. CE/IT (O&S), Room No. 402, 4th Floor, 7 Storey Building, Head
Office , Patiala-147001, email- se-it-os@pspcl.in
15.13 Number of years: 5 years further extendable upto 2 years
53
C. Submission, Opening and Evaluation

17.10 The Bid Submission Deadline is:
Date: 20.06.2023
19.1 The Technical Bids/ Proposals shall be opened as indicated below:

The opening shall take place at:
Online
Date: 20.06.2023
Annexure (BDS)
Annexure-I:
Bidder Help Manual for E-Bidding (Please refer online bidder’s manual from Punjab E-
procurement website:
https://eproc.punjab.gov.in/nicgep/app?page=BiddersManualKit&service=page
54
HELP LINE TO VENDORS
E-mail: se-it-os@pspcl.in
Contact Person: ASE/Biling, O/o Dy. Chief Engineer/IT(O&S)
Phone No. 0175-2207769
55
Annexure-II
Technical Evaluation Criteria:

The Bidder shall have to enclose all documentary evidence in support of technical evaluation criteria:
Max.
S. Requirements Marks Supporting Documents
No.
1. Sole/ Lead Bidder should have successfully
10 a) References along with requisite
implemented Eligible Projects in any
Indian/Global Utility (power/ water/ natural
Work Order (WO). The references
gas/ telecom/ banking) during the last 10 (ten)
should indicate client name,
financial years:
scope of work, Project start date
(i) Any Eligible project with project
(as per the format prescribed in
value not less than 72 cr(40% )
Form 13 given in Section 4);
● 1 project – 6 marks
In case a Non-Disclosure
● projects – 10 marks
agreement (NDA) is signed with
(or)
(ii) Any Eligible Project with project the client, Bidder shall provide an
value not less than 45 cr(25%) undertaking for the NDA and shall
● projects – 6 marks also provide a client certification
● projects – 10 marks as proof of experience along with
Client Name/ Email Address/
Note: For calculation of project value of eligible Contact no./ designation etc.
projects, only project value of the portion of the b) Documentary evidence of
project executed by the Sole/ Lead Bidder shall completion of the Project or
be considered. completion of Go-live status (i.e.,
2. Sole/ Lead Bidder must have successfully Go-live certificate, UAT testing
20
implemented billing systems6 in any Indian/ certificate etc.) of the respective
Global Utility (power/ water/ natural gas/ project as per the definition of Go-
telecom) during the last 10 (ten) financial years. Live/ UAT specified therein or
other documentary evidence
Each of the projects shall be in operation for at indicating completion (e.g., proof
least 1 (one) year as on date of bid submission of payment received/ proof of
OR Each of the projects should have completed asset capitalized in books of
at least 3 (three) years of operational period. accounts (as applicable) and client
6
requirements
requirements
56
Max.
No.
The implementation should have covered at certificate for supply of material
least 5 (five) modules (Modules i to iv are or similar proofs) along with
mandatory) out of the below mentioned list: contact details of the client;
● Metering, Billing & Collection (MBC) c) Any other documentation for
● Disconnection & Reconnection implementation performance/
● Management Information System & operation
Dashboarding
● Customer Relationship Management
(CRM) or Customer Care Centre (CC) (New
connection, Grievance handling, Updation
etc.)
● Energy Accounting & Audit
● Web Portal and Mobile Applications
● Workforce Management
● Prepaid Module
● Identity Access Management
● Document Management System
● Accounting, Ledger, & Banking
Reconciliation Statement (BRS) Process
Marks to be allotted for the above projects
shall be as below:
2a) Aggregate consumer base for which the

billing systems were implemented: (10 Marks)
● For an aggregate consumer base of 50
Lacs– 4 marks
● For every additional 10 Lacs– 2 marks
subject to a maximum of 6 marks
2b) Number of projects with Indian/ Global
utility: (8 Marks)
● marks for each project subject to a
maximum of 8 marks
2c) Experience with Indian Power utility: (2
Marks)
● For any 1 Project: 2 marks
57
Max.
No.
20
integrating a Billing system7 with at least 3
(three) of the following applications in a single
project, in any Indian/ Global Utility (power/
water/ natural gas/ telecom) in the last 10 (ten)
financial years
Each of the projects shall be in operation for at

least 1 (one) year as on date of bid submission
(OR) Each of the projects should have
completed at least 3 (three) years of
operational period.
a) ERP
b) MDAS/ MDMS
c) Spot Billing/ Prepaid Engine
d) Consumer Portal/ App
e) GIS
f) Workforce management
g) Outage management system
h) Load forecasting system
i) Demand Response
j) SCADA
k) DMS/ ADMS
l) Energy Accounting/ Energy Audit
shall be as below:
3a) No. of projects with Indian/ Global Utility
(16 marks)
● marks for each project subject to a
maximum of 16 marks
3b) Experience with Indian Power Utility (4
marks)
7
requirements
requirements
58
Max.
No.
● For any 1 project – 4 marks
15
provisioning/ managing Cloud based
IaaS/PaaS/SaaS services or Cloud based
Business solution hosting projects in in atleast 1
(one) project in any Indian/Global Utility
(power/ water/ natural gas/ telecom/ banking)
during the last 10 (ten) financial years which
have completed at least 1 (one) year of
operational period.
shall be as below:
Consumers Handled (15 Marks)
● For an aggregate consumer base of 20 Lacs
– 7 marks
● For every additional 10 lacs – 2 mark each
subject to a maximum of 8 marks
5. Sole/ Lead Bidder should have professionals on
10 Documents declaring manpower
regular payroll of the company in IT/ Software
details to be submitted as proof.
business as on last date of bid submission
(Self-Certificate by HR head/
● 250 full-time resources – 5 marks
authorized signatory of Bidder)
● For every additional 50 full-time resources
– 2.5 mark each subject to a maximum of 5
marks
6. Proposed Billing Solution Demonstration (25 25 Presentation and Billing Solution
Marks): demonstration by Bidders (Approx.
● Understanding of the scope of work and Time – 60 mins) - Shall be notified by
Utility’s requirements – 3 Marks the Utility
● Approach & Methodology – 4 Marks
● Work Plan – 3 Marks
● Solution / Concept demonstration through a
POC using dummy data – 15 Marks
[The Bidder has to score minimum [13] marks in
this criterion. In case the Bidder is scoring less
than [13] marks, the Bidder is liable for rejection
and may be considered technically disqualified.]
Maximum Marks 100
59
a) Maximum 100 marks shall be awarded under Technical Evaluation and marking for the
same is defined in the Technical Evaluation Criteria above.
b) Those Bids which obtain:

a. minimum seventy (70) marks out of 100 in Technical Evaluation and
b. [minimum of [thirteen (13) marks] in clause (6) in the table above
will be considered further for financial evaluation process.
c) The bidder is supposed to give a Technical Presentation and demonstration after the opening
of the Technical Proposal of their bid, which shall be carried out only for the bidders who
fulfil the Eligibility Criteria.
d) The marks scored by the bidder in the presentation/ demonstration shall become a part of
the technical evaluation criteria of total 100 marks
60
Section 4. Bidding Forms – Technical Proposal
Section 4. Bidding Forms- Technical Proposal

Checklist of Required Forms
This Checklist shall be filled in and submitted by the bidder along with the Technical Bid. Except Form 1
given in Section 5 (to be completed and submitted by the Bidder in the Financial Bid) all other documents/
forms duly filled and complete in all respect are to be submitted by the Bidder in the Technical Bid.
S. Attached For
No Document ? (Yes/ Official
. No) Use
1. Tender Fee
2. List of Consortium members and Subcontractor(s) (as applicable) as per

the format prescribed in Form 1 given in Section 4
3. Bidder Information as per the format prescribed in Form 2 given in

Section 4
4. Project Implementation Plan as per format provided in Form 3 given in

Section 4
5. Curriculum Vitae of key personnel as per format provided in Form 4 and
Form 5 given in Section 4
6. Bid Security in the form of Demand Draft or Bank Guarantee as per
format prescribed in Form 6 given in Section 4
7. Covering Letter for Submission of Bid by Sole/ lead Consortium Bidder as

per format prescribed in Form 7 given in Section 4
8. Consortium Agreement Format entered amongst all Members of

the Bidding Consortium as per format prescribed in Form 8 given
in Section 4
9. Power of Attorney by each Consortium Member in favour of lead
Consortium Member as per format prescribed in Form 9 given in Section
4
10. Power of Attorney by Lead Consortium Member/ Sole Bidder authorizing
an Individual Designated Representative for the Bidder as per the format
prescribed in Form 10 given in Section 4
11. Letter of Consent by each Consortium Member reviewing each element

of the Bid as per format prescribed in Form 11 given in Section 4
61
S. Attached For
. No) Use
12. For Bidder Experience [Refer Clause 2.1 in Section 2]:
i. References along with requisite contract/ Purchase Order (PO)/
Work Order (WO). The references should indicate client name,
scope of work, Project start date (as per the format prescribed in
Form 13);
In case a Non-Disclosure agreement (NDA) is signed with the
client, Bidder shall provide an undertaking for the NDA and shall
also provide a client certification as proof of experience along
with Client Name/ Email Address/ Contact no./ designation etc.
ii. Documentary evidence of completion of the Project or
completion of Go-live status (i.e., Go-live certificate, UAT testing
certificate etc.) of the respective project as per the definition of
Go-Live/ UAT specified therein or other documentary evidence
indicating completion (e.g., proof of payment received/ proof of
asset capitalized in books of accounts (as applicable) and client
certificate for supply of material or similar proofs) along with
contact details of the client;
iii. Any other documentation for implementation performance/
operation
iv. Copy of Valid Certifications attested by the authorized signatory
13. For Billing System provider8 Eligibility [Refer Clause 2.2 A1 in Section
1 2]:
g) References along with requisite contract/ Purchase Order (PO)/
In case Non-Disclosure agreement (NDA) is signed with the client,
Bidder shall provide an undertaking for the NDA and shall also
provide a client certification as proof of experience along with
Client Name/ Email Address/ Contact no./ designation etc.
h) Documentary evidence of completion of the Project or
8
In case of a COTS based Billing system
62
S. Attached For
. No) Use
contact details of the client
i) Any other documentation for implementation performance/
operation.
j) Agreement entered with the bidder (as per format prescribed in
Form 19 of section 4)
13. For Cloud Service Provider (CSP) Provider Eligibility [Refer Clause 2.2 B1-
2 B2 in Section 2]:
a. References along with requisite contract/ Purchase Order (PO)/

In case Non-Disclosure agreement (NDA) is signed with the client,
Bidder shall provide an undertaking for the NDA and shall also
provide a client certification as proof of experience along with
Client Name/ Email Address/ Contact no./ designation etc.
b. Documentary evidence of completion of the Project or
contact details of the client
c. Any other documentation for implementation performance/
operation.
d. Agreement entered with the bidder (as per format prescribed in
Form 19 of section 4)
14. For Financial Strength [Refer Clause 2.1 in Section 2]: Audited Annual
financial statements, Balance Sheet and P&L Account of all Consortium
Members/ Sole Bidder for the respective Financial Years as per the
format prescribed in Form 12 given in Section 4
15. List of Material and Services as per format provided in Form 14 given in
Section 4
63
S. Attached For
. No) Use
16. Table of Compliance as per format provided in Form 15 given in Section
4
17. Format for Technical & Financial Requirement- Relationship & Details of
Equity Shareholding (Form 2)
18. Authorization from Parent / Affiliate of Sole Bidder/ Member of Bidding
Consortium whose technical / financial capability has been used by the
Sole Bidder/ Member of Bidding Consortium (Form 17).
21. Copy of this RFP with sign and official seal on every page
22. Pre-Contract Integrity Pact as per Form 18 given in Section 4
64
Form 1: List of Consortium Members/ Sub-Contractor(s)
■ [The Bidder shall identify below the Consortium Members/ Sub-contractor(s) for major Project items.
For sub-contractor a Letter of Intent must be provided.]
Proposed Consortium
Major Project Item Nationality
Member/ Sub-Contractor(s)
Billing System Provider9
Cloud Service Provider
9
65
Form 2: Bidder Information
[Sole Bidder/ all Consortium Members must provide all documents required to prove/ substantiate its
Eligibility as required in Eligibility Criteria Clause 4 in section 2 for each Consortium Member]
S. No. Information Requirement Details

1 Company Name and Details
2 Address of its place of business in India
3 List of board of directors or regulating/controlling body
4 Attested copy of Certificate of Registration/ Incorporation issued
by the Registrar of Companies
5 Memorandum and Articles of Association or document constituting
the company and regulating its affairs
6 Certificate of Commencement of Business issued by the Registrar
of Companies
7 Copy of the Goods and Services Tax (GST) Registration Certificate
8 Provident Fund (PF) Certificate indicating PF Code
9 Copy of Permanent Account Number (PAN) Card
10 Copy of the Goods and Services Tax (GST) Registration Certificate
11 Audited annual financial statements and financial Net worth for
the last three years
12 Any other papers or documents required by Utility at a later stage
or in future
66
Form 3: Project Implementation Plan
The Bidder shall submit a preliminary Project implementation plan along with the Bid which shall include
at least the following activities:
a) Understanding of Utility and its requirement with respect to Project implementation;
b) Overall system architecture and system philosophy capable of scale-up;
c) Details of proposed methodology;
d) Schematic Diagram of Proposed System Configuration
e) An approach paper documenting the interfaces for integration with existing and future
applications based on the information provided by utility
f) Project team structure;
g) Line of Credit / Source of funding and supporting documents;
h) Governance Framework;
i) Resource planning and estimation;
j) Risk planning;
k) Quality Assurance Program;
l) Data Privacy Approach;
m) Cyber Security Approach;
n) Site Survey;
o) Installation & Field update schedule;
p) Repair and Maintenance Schedule including details on Spares Management;
q) Training schedule;
67
Form 4: Bidder’s Representative and Key Personnel
[Bidders should provide the names and details of the suitably qualified Contractor’s Representative and
Key Personnel to perform the SI Contract. The data on their experience should be supplied using the Form
5 given in Section 4 below for each candidate.]
1. Title of position: Project Manager
Name of candidate:
Duration of [insert the whole period (start and end dates) for which this position
appointment: will be engaged]
Time [insert the number of days/week/months/ that has been scheduled for
commitment: for this position]
this position:
Expected time [insert the expected time schedule for this position (e.g., attach high
schedule for this level Gantt chart]
position:
2. Title of position: [Specify]
Name of candidate:
this position:
position:
Name of candidate:
this position:
position:
Name of candidate:
this position:
68
position:
69
Form 5: Resume and Declaration
Name of Bidder:
Position [#1]: [title of position]
Personnel Name: Date of birth:

information
Address: E-mail:
Professional qualifications:
Academic qualifications:
Language proficiency: [language and levels of speaking, reading and writing

skills]
Details
Address of employer:
Telephone: Contact (manager / personnel

officer):
Fax:
Job title: Years with present employer:
Summarize professional experience in reverse chronological order. Indicate technical and

managerial experience relevant to the Project.
Duration of
Project Role Relevant experience
involvement
[main [role and
[describe the experience relevant to this
project responsibilities on the [time in role]
position]
details] project]
Declaration
I, the undersigned [ insert either “Contractor’s Representative” or “Key Personnel” as applicable], certify
that to the best of my knowledge and belief, the information contained in this Form 5 correctly describes
myself, my qualifications, and my experience.
70
I confirm that I am available as certified in the following table and throughout the expected time schedule
for this position as provided in the Bid:
Commitment Details
Commitment to duration of [insert period (start and end dates) for which this Contractor’s
contract: Representative or Key Personnel is available to work on this
contract]
Time commitment: [insert period (start and end dates) for which this Contractor’s
Representative or Key Personnel is available to work on this
contract]
I understand that any misrepresentation or omission in this Form may:

(a) be taken into consideration during Bid evaluation;
(b) result in my disqualification from participating in the Bid;
(c) result in my dismissal from the contract.
Name of Contractor’s Representative or Key Personnel: [insert name]
Signature: __________________________________________________________
Date: (day month year): _______________________________________________
Countersignature of authorized representative of the Bidder:
Signature: ________________________________________________________
Date: (day month year): ______________________________________________
71
Form 6: Format of Bank Guarantee for Bid Security
[To be on non-judicial stamp paper of Rupees One Hundred Only (INR 100/-) or appropriate value as
per Stamp Act relevant to place of execution, duly signed on each page. Foreign entities submitting Bid
are required to follow the applicable law in their country]
Reference No. ……………. Bank Guarantee No. ……………. Dated:

…………….
To:
[Utility]
[Address]
Dear Sir/ Madam,
WHEREAS……………………… [Insert name of the S o l e Bidder/ Lead Consortium Member] with

address ……………. [Insert address of S o l e Bidder/ Lead Consortium Member] having its registered
office at ……………. [Insert address of the S o l e Bidder/ Lead Consortium Member] (Hereinafter, the
“Bidder”) wishes to participate in Tender No. [Tender Details] (the “RFP”) issued by [Utility] (hereinafter,
the “Utility”) for Appointment of SI for Implementation of Utility Billing System under SaaS model.
And WHEREAS a Bank Guarantee for [Amount] valid [Date] is required to be submitted by the Bidder
along with the RFP.
We, …………….[Insert name of the Bank and address of the Branch giving the Bank Guarantee] having
our registered office at …………….[Insert address of the registered office of the Bank] hereby give this
Bank Guarantee No. …………….[Insert Bank Guarantee number] dated …………….[Insert the date of
the Bank Guarantee], and hereby agree unequivocally and unconditionally to pay immediately on demand
in writing from the Utility any officer authorized by it in this behalf any amount not exceeding [Amount]
to the said Utility on behalf of the Bidder.
We ……………. [Insert name of the Bank] also agree that withdrawal of the Bid or part thereof by the
Bidder within its validity or non-submission of Performance Security by the Bidder within the stipulated
time of the Letter of Award to the Bidder or any violation to the relevant terms stipulated in the RFP would
constitute a default on the part of the Bidder and that this Bank Guarantee is liable to be invoked and
encashed within its validity by the Utility in case of any occurrence of a default on the part of the
Bidder and that the amount is liable to be forfeited by the Utility.
This Guarantee shall be valid and binding on this Bank up to and inclusive of ……………. [Insert the date
of validity of the Bank] and shall not be terminable by notice or by Guarantor change in the constitution of
the Bank or the firm of the Bidder Or by any reason whatsoever and our liability hereunder shall not be
impaired or discharged by any extension of time or variations or alternations made, given, conceded with
or without our knowledge or consent by or between the Bidder and the Utility.
NOTWITHSTANDING anything contained hereinbefore, our liability under this guarantee is restricted to
[Amount]. Our Guarantee shall remain in force till [Date]. Unless demands or claims under this Bank
72
Guarantee are made to us in writing on or before [Date], all rights of the Beneficiary under this Bank
Guarantee shall be forfeited, and we shall be released and discharged from all liabilities there under.
[Insert the address of the Bank with complete [Insert signature of the Bank’s Authorized
postal branch code, telephone and fax Signatory]
numbers, and official round seal of the Bank]
Attested
……………………………. [Signature]
(Notary Public)
Place: …………………………. Date: …………………………….
INSTRUCTIONS FOR SUBMITTING BANK GUARANTEE

1. Bank Guarantee to be executed on non-judicial stamp paper of appropriate value as per Stamp Act
relevant to place of execution. Foreign entities submitting Bids are required to follow the applicable
law in their country.
2. The Bank Guarantee by Bidder shall be given from any Scheduled Commercial Bank.
3. The full address along with the Telex/Fax No. and e-mail address of the issuing bank to be
mentioned.
73
Form 7: Format of Covering Letter by Sole bidder/ Lead Consortium Member
[Covering Letter shall be on the official letterhead of the Sole bidder/ Lead Consortium Member of the
Bidding Consortium]
[Reference No.]
From:
[Address of the Lead Consortium Member/ Sole Bidder]
[Date]
To:
[Utility]
[Address]
Sub: Bid for Appointment of SI for implementation of Utility Billing System on SaaS basis
Ref: [Tender Details]
Dear Sir/ Madam,
We, the undersigned ……………. [Insert name of the Sole Bidder/ Lead Consortium Member] having
read, examined and understood in detail the RFP for Appointment of SI for implementation of Utility
Billing System on SaaS basis hereby submit our Bid comprising of Technical and Financial Bids.
1. We give our unconditional acceptance to the RFP including but not limited to all its instructions, terms
and conditions, and formats attached thereto, issued by Utility, as amended. In token of our acceptance
to the RFP, the same have been initialed by us and enclosed to the Bid. We shall ensure that o u r
C o n s o r t i u m w e execute such requirements as per the provisions of the RFP and provisions of
such RFP shall be binding on us.
2. Fulfilment of Eligibility
We undertake that we fulfil the Eligibility Criteria stipulated in the RFP and fulfil all the eligibility
requirements as the Lead Consortium Member/ Sole Bidder as outlined in the RFP.
We hereby confirm that in accordance with Clause 1.8 of this RFP, we are herewith submitting legally
binding undertaking supported by a board resolution from the ……………………....[insert name of
Technically Evaluated Entity and/or Financially Evaluated Entity or its Ultimate Parent Company, as the
case may be] that all the equity investment obligations of …………………. [insert name of the Sole Bidder/
Lead Consortium Member] shall be deemed to be equity investment obligations of the ……………………
[insert name of Technically Evaluated Entity and/or Financially Evaluated Entity or its Ultimate Parent
Company, as the ease may be] and in the event of any default by……………….….... [insert name of the
Sole Bidder/ Lead Consortium Member], the same shall be met by …………………………. [insert name
74
of Technically Evaluated Entity and/or Financially Evaluated Entity or its Ultimate Parent Company, as
the case may be].
[To be inserted only in ease the Bidder has sought qualification on the basis of technical and financial
capability of its Affiliate(s) and/or its Parent]
3. Bid Security
We have enclosed a Bid Security of [Amount] in the form of a Bank Guarantee No. ……………. [Insert
Bank Guarantee Number] (OR Demand Draft) dated ……………. [Insert date of the Bank Guarantee]
from …………….[Insert name of Bank providing Bid Bond] and valid up to [Date].
4. No Deviation
We have submitted our Financial Bid strictly as per terms and formats of the RFP, without any deviations,
conditions and without mentioning any assumptions or notes for the Financial Bid in the said format.
5. Acceptance
We hereby unconditionally and irrevocably agree and accept that the decision made by Utility in respect of
any matter regarding or arising out of the RFP shall be binding on us. We hereby expressly waive any and
all claims in respect of Bid process.
We confirm that there are no litigations or disputes against us, which materially affect our ability to fulfil
our obligations with regard to fulfilling our obligations as per the RFP.
6. Familiarity with Relevant Indian Laws and Regulations

We confirm that we have studied the provisions of the relevant Indian laws and regulations as required to
enable us to submit this Bid and execute the RFP Documents, in the event of our selection as Selected
Bidder. We further undertake and agree that all such factors as mentioned in the Contract have been fully
examined and considered while submitting the Bid.
7. Compliance with applicable laws/ guidelines for public procurement in India

We confirm that we shall adhere to applicable laws for public procurement in India including the guidelines
issued in Order No. F/No.6/18/2019-PPD by Ministry of Finance, Department of Expenditure, Public
Procurement Division dated 23 July 2020, Order No No.9/16/2016-Trans-Part (2) dated 18 November 2020,
latest Government of India Guidelines for Make in India, Domestically manufactured products,
Atmanirbhar Bharat and circulars DIPP Office Memorandum No. P-45021/2/2017-PP (BE-II) date:16th
Sept. 2020, MeitY Circular No.1(10)/2017-CLES dated 06.12.2019 and Order No. 11/05/2018-Coord. by
the Ministry of Power dated 17 September 2020, FDI Policy including any amendments or modifications
to the same from time to time.
8. Contact Person
Details of the contact person representing our Bidding Consortium / the Sole Bidder (registered Company)
supported by the Power of Attorney are furnished as under:
Name: ………………………………………………….
Designation: ………………………………………………….
Company: ………………………………………………….
Address: ………………………………………………….
Mobile: ………………………………………………….
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Phone: ………………………………………………….
Fax: ………………………………………………….
Email: ………………………………………………….
1. We are submitting herewith the Technical Bid containing duly signed formats, both in electronic
and physical forms, (duly attested) as desired by you in the RFP for your consideration.
2. We are also submitting herewith the Financial Bid in electronic form only, as per the terms and
conditions in the RFP.
9. It is confirmed that our Bid is consistent with all the requirements of submission as stated in the RFP
and subsequent communications from Utility.
10. The information submitted in our Bid is complete, strictly as per the requirements stipulated in the RFP
and is correct to the best of our knowledge and understanding. We would be solely responsible for any
errors or omissions in our Bid.
11. We confirm that all the terms and conditions of our Bid are valid for acceptance for a period of 1 (one)
year from the Bid Submission Deadline.
12. We confirm that we have not taken any material deviation so as to be deemed non-responsive with
respect to the provisions stipulated in the RFP.
13. We confirm that no order/ ruling has been passed by any Competent Court or Appropriate Commission
against us or any of our Consortium members in the preceding 1 (one) year from the Bid Submission
Deadline for breach of any contract and that the Bid Security submitted by us or any of our Consortium
Members has not been forfeited, either partly or wholly, in any bid process in the preceding 1 (one)
year from the Bid Submission Deadline.
14. We confirm that we are not currently blacklisted by any Govt. Organization or Regulatory Agencies or
Govt. undertaking.
15. We confirm that we are not currently banned/ debarred by the [Name of the Utility] or any of its
subsidiaries/ holding company.
16. We are registered/ exempt from registering in accordance with applicable laws
[Evidence of valid registration by the Competent Authority shall be attached if applicable]
Dated the ……………. [Insert date of the month] day of ……………. [Insert month, year] at …………….
[Insert place].
Thanking you,
Yours Sincerely,
[Insert Name here]
76
77
Form 8: Format of Consortium Agreement to be entered amongst all Members
of a Bidding Consortium
[To be on non-judicial stamp paper of Rupees One Hundred Only (INR 100/-) or appropriate value as per
Stamp Act relevant to place of execution, duly signed on each page. Foreign entities submitting Bid are
required to follow the applicable law in their country.]
FORM OF CONSORTIUM AGREEMENT BETWEEN

M/s…........................................, M/s. .........................................., M/s. .........................................., AND
M/s. .......................................... for bidding for Tender No. [Tender Details] (the “RFP”) dated [Date] as
per its Clause 1.4
1. THIS Consortium Agreement (hereinafter referred to as “Agreement”) executed on this .......... [date]
day of .......... [month], .......... [year] between
2. M/s. .........................................., a company incorporated under the laws of .................... and having its
Registered Office at .........................................., (hereinafter called "Party 1,” or “Lead Consortium
Member” which expression shall include its successors, executors and permitted assigns);
Registered Office at .........................................., (hereinafter called "Party 2,” which expression shall
include its successors, executors and permitted assigns);
Registered Office at .........................................., (hereinafter called "Party 3,” which expression shall
Registered Office at .........................................., (hereinafter called "Party n,” which expression shall
[The Bidding Consortium should list the name, address of its registered office and other details of all the
Consortium Members above.]
WHEREAS the Parties abovenamed are entering into this Consortium Agreement for the purpose of
submitting the Bid in response to the RFP and in the event of selection as Selected Bidder to comply with
the requirements as specified in the RFP and ensure execution of the SI Contract as may be required to be
entered into with Utility.
Party 1, Party 2, Party 3, ... and Party n are hereinafter collectively referred to as the “Parties” and
individually as a “Party.
WHEREAS the RFP stipulates that the Bidders applying as a Bidding Consortium shall submit a legally
enforceable Consortium Agreement in a format specified in the RFP, whereby each Consortium Member
undertakes to be liable for its Roles and Responsibilities, provide necessary guarantees and pay required
fees as required as per the provisions of the RFP, as specified herein.
WHEREAS any capitalized term in this Agreement shall have the meaning ascribed to such term in the
RFP document.
78
NOW THEREFORE, THIS AGREEMENT WITNESSTH AS UNDER:

In consideration of the above premises and agreement all the Parties in this Consortium do hereby mutually
agree as follows:
1. In consideration of the selection of the Consortium as the Bidding Consortium by Utility, we the
Members of the Consortium and Parties to the Consortium Agreement do hereby unequivocally agree
that M/s........................................................... [Insert name of the Lead Member], shall act as the Lead
Member as defined in the RFP for self and agent for and on behalf of M/s. ..........................................,
M/s. .........................................., M/s. .........................................., and M/s. ..........................................
[the names of all the other Members of the Consortium to be filled in here].
2. The Lead Consortium Member is hereby authorized by the Members of Consortium and Parties to the
Consortium Agreement to bind the Consortium and receive instructions for and on behalf of all
Members. The Roles and Responsibilities of all other members shall be as per the Annexure to this
Agreement.
3. Each Consortium Member undertakes to be individually liable for the performance of its part of the
Roles and Responsibilities without in any way limiting the scope of collective liability envisaged in
this Agreement in order to meet the requirements and obligations of the RFP. The Lead Consortium
Member shall be liable and responsible for ensuring the individual and collective commitment of each
of the Members of the Consortium in discharging all their respective Roles and Responsibilities.
4. In case of any breach of any of the commitment as specified under this Agreement by any of the
Consortium Members, the Lead Consortium Member of the Consortium shall be liable to meet the
obligations as defined under the RFP.
5. Except as specified in the Agreement, it is agreed that sharing of responsibilities as aforesaid and
obligations thereto shall not in any way be a limitation of responsibility of the Lead Member under
these presents.
6. The Members expressly agree to adhere to all the terms and conditions of the RFP and confirm that we
don’t have any Conflict of Interest (as defined in the RFP).
7. This Consortium Agreement shall be construed and interpreted in accordance with the Laws of India
and Courts at [Place] shall have the exclusive jurisdiction in all matters relating thereto and arising
there under.
8. It is hereby agreed that the Lead Consortium Member shall furnish the Bid Security, as stipulated in
the RFP, on behalf of the Bidding Consortium.
9. It is hereby agreed that in case of selection of Bidding Consortium as the SI, the Parties to this
Consortium Agreement do hereby agree that they shall furnish the Performance Security and other
commitments to Utility as stipulated in the RFP and SI Contract. The Lead Member shall be responsible
for ensuring the submission of the Performance Security and other commitments on behalf of all the
Consortium Members.
79
10. It is further expressly agreed that the Consortium Agreement shall be irrevocable and, for the SI, shall
remain valid over the term of the Project, unless expressly agreed to the contrary by Utility.
11. The Lead Consortium Member is authorized and shall be fully responsible for the accuracy and veracity
of the representations and information submitted by the Consortium Members respectively from time
to time in response to the RFP for the purposes of the Bid. The representation by the Lead Member
shall be deemed to be on behalf of and binding on all members of the Consortium.
12. It is expressly understood and agreed between the Members of the Consortium and Parties that the
responsibilities and obligations of each of the Members shall be as delineated as annexed hereto as
Annexure-A forming integral part of this Agreement. It is further agreed by the Members that the above
sharing of responsibilities and obligations shall not in any way be a limitation of responsibilities and
liabilities of the Members, with regards to all matters relating to the execution of the Bid and
implementation of the Project envisaged in the RFP Documents.
13. It is clearly agreed that the Lead Consortium Member shall ensure performance indicated in the RFP.
In the event one or more Consortium Members fail to perform its/ their respective obligations, the same
shall be deemed to be a default by all the Consortium Members.
14. It is hereby expressly agreed between the Parties to this Consortium Agreement that neither Party shall
assign or delegate or subcontract its rights, duties or obligations under this Agreement to any person or
entity except with prior written consent of Utility.
15. This Consortium Agreement:
a) has been duly executed and delivered on behalf of each Party hereto and constitutes the legal, valid,
binding and enforceable obligation of each such Party;
b) sets forth the entire understanding of the Parties hereto with respect to the subject matter hereof;
and
c) may not be amended or modified except in writing signed by each of the Parties and with prior
written consent of Utility.
Common Seal of .................................. has been For M/s. .......................................... (Party 1)

affixed in my/ our presence pursuant to Board [Signature of Authorized Representative]
Resolution dated ..................... ................................................................
[Name of the Authorized Representative]
[Designation of the Authorized Representative]
Witness 1
[Signature of Witness 1]
................................................................
Name:
80
Designation
Witness 2
................................................................
Name:
Designation:
..
N. Common Seal of .................................. has For M/s. .......................................... (Party N)

been affixed in my/ our presence pursuant to [Signature of Authorized Representative]
Board Resolution dated ..................... ................................................................
N.1. Witness 1 N.2. Witness 2
[Signature of Witness 1] [Signature of Witness 1]

................................................................ ................................................................
Name: Name:
Designation: Designation:
81
Annexure-A
Role and Responsibility of each Member of the Consortium:

1. Roles and Responsibilities of the Party 1 (Lead Consortium Member):
2. Roles and Responsibilities of the Party 2
3. Roles and Responsibilities of the Party 3
.
.
N. Roles and Responsibilities of the Party N
82
Form 9: Format of Power of Attorney by Consortium Member in favour of
Lead Consortium Member
[To be provided by each Consortium Member (other than the Lead Consortium Member) in favor of the
Lead Consortium Member]
WHEREAS [Utility] has issued for Tender No. [Tender Details] (the “RFP”) dated [Date] for inviting Bids
in respect of Appointment of AMISP for Smart Prepaid Metering on DBFOOT basis (the “Project”) on the
terms contained in the RFP;
WHEREAS M/s.……………., M/s. ………………., M/s. and M/s. ………………. [Insert names of all
Members of Consortium] the Members of the Consortium are desirous of submitting a Bid in response to
the RFP, and if selected, undertaking the responsibility of implementing the Project as per the terms of the
RFP;
WHEREAS all the Members of the Consortium have agreed under the Consortium Agreement dated
…………. (the “Consortium Agreement”), entered into between all the Members and submitted along with
the Bid to appoint ……….. [Insert the name and address of the Lead Consortium Member] as Lead
Consortium Member to represent all the Members of the Consortium for all matters regarding the RFP and
the Bid;
AND WHEREAS pursuant to the terms of the RFP and the Consortium Agreement, we, the Members of
the Consortium hereby designate M/s ………….. [Insert name of the Lead Member] as the Lead
Consortium Member to represent us in all matters regarding the Bid and the RFP, in the manner stated
below:-
Know all men by these presents, we …………………………………………. [Insert name and address of
the registered office of the Member 1], …………………………………………………. [Insert name and
address of the registered office of the Member 2],…..., ……………………………………. [Insert name
and address of the registered office of the Member n] do hereby constitute, appoint, nominate and authorize
……………………………… [Insert name and registered office address of the Lead Consortium Member],
which is one of the Members of the Consortium, to act as the Lead Member and our true and lawful attorney,
to do in our name and on our behalf, all such acts, deeds and things necessary in connection with or
incidental to submission of Consortium’s Bid in response to the RFP issued by Utility including signing
and submission of the Bid and all documents related to the Bid as specified in the RFP, including but not
limited to undertakings, letters, certificates, acceptances, clarifications, guarantees or any other document,
which Utility may require us to submit. The aforesaid attorney is further authorized for making
representations to Utility named in the RFP, and providing information / responses to Utility, representing
us and the Consortium in all matters before Utility named in the RFP, and generally dealing with Utility
named in the RFP in all matters in connection with our Bid, till completion of the bidding process as well
as implementation of the Project, if applicable, in accordance with the RFP.
We, as Members of the Consortium, hereby agree to ratify all acts, deeds and things done by our said
attorney pursuant to this Power of Attorney and that all acts, deeds and things done by our aforesaid attorney
shall be binding on us and shall always be deemed to have been done by us.
All the terms used herein but not defined shall have the meaning ascribed to such terms under the RFP.
We, as Members of the Consortium, hereby agree to ratify all acts, deeds and things done by our said
attorney pursuant to this Power of Attorney and that all acts, deeds and things done by our aforesaid attorney
shall be binding on us and shall always be deemed to have been done by us.
83
Signed by the within named ………………………………. [Insert the name of the executant Consortium
Member] through the hand of Mr./ Ms./ Dr. ………………………………………. duly authorized by
the Board to issue such Power of Attorney dated this …………………. day of ………….…
Accepted
………………………………
(Signature of Attorney)
[Insert Name, designation and address of the Attorney]
Attested
…………………………………..
(Signature of the executant)
(Name, designation and address of the executant)
…………………………………….
Signature and stamp of Notary of the place of execution
Common seal of ……………… has been affixed in my/our presence pursuant to Board of Director’s
Resolution dated……
1. WITNESS1. ………………………………………………. (Signature)

Name ………………………………………….
Designation...........…………………………..
2. WITNESS2...........…………………………..................... (Signature)
Name ………………………………………….
Designation...........………………………….__
Notes
a. The mode of execution of the power of attorney should be in accordance with the procedure, if
any, laid down by the applicable law and the charter documents of the executant(s).
b. In the event, power of attorney has been executed outside India, the same needs to be duly
notarized by a notary public of the jurisdiction where it is executed.
c. Also, wherever required, the executant(s) should submit for verification the extract of the charter
documents and documents such as a Board resolution / power of attorney, in favor of the person
executing this power of attorney for delegation of power hereunder on behalf of the executant(s).
84
Form 10: Format of Power of Attorney by Sole Bidder / Lead Consortium
member authorizing an Individual Designated Representative for the
consortium
Stamp Act relevant to place of execution. Foreign companies submitting Bids are required to follow the
applicable law in their country.]
Know all men by these presents, we …………………………………………….[Insert name and address
of the registered office of the Bidder] do hereby constitute, appoint, nominate and authorize Mr./Ms.
………………………………………………… [Insert name and residential address], who is presently
employed with us and holding the position of ………………………………. as our true and lawful attorney,
to do in our name and on our behalf, all such acts, deeds and things necessary in connection with or
incidental to submission of our Bid in response to Tender No. [Tender Details] for Appointment of SI for
implementation of Utility Billing System under SaaS model (the “Project”) issued by [Utility], including
signing and submission of the Bid and all other documents related to the Bid, including but not limited to
undertakings, letters, certificates, acceptances, clarifications, guarantees or any other document which
Utility may require us to submit. The aforesaid attorney is further authorized for making representations
to Utility, and providing information / responses to Utility, representing us in all matters before Utility, and
generally dealing with Utility in all matters in connection with our Bid till the completion of the bidding
process as per the terms of the RFP.
We hereby agree to ratify all acts, deeds and things done by our said attorney pursuant to this Power of
Attorney and that all acts, deeds and things done by our aforesaid attorney shall be binding on us and shall
always be deemed to have been done by us.
Signed by the within named ........................................... [Insert the name of the executant company]
through the hand of Mr./ Mrs. ……………………………………….duly authorized by the Board to
issue such Power of Attorney dated this ………………………. day of ………
Accepted
……………………………… (Signature of Attorney)

[Insert Name, designation and address of the Attorney]
Attested
…………………………………..
(Signature of the executant)
(Name, designation and address of the executant)
…………………………………….
Signature and stamp of Notary of the place of execution
85
Common seal of ……………… has been affixed in my/our presence pursuant to Board of Director’s
Resolution dated……
1. WITNESS 1. ………………………………………………. (Signature)

Name ………………………………….
Designation...........………………….
2. WITNESS 2. ………………………………………………. (Signature)
Name ………………………………….
Designation...........…………………._
_________________________________________________________________________
Notes:
a. The mode of execution of the power of attorney should be in accordance with the procedure, if any,
laid down by the applicable law and the charter documents of the executant(s).
b. In the event, power of attorney has been executed outside India, the same needs to be duly notarized
by a notary public of the jurisdiction where it is executed.
c. Also, wherever required, the executant(s) should submit for verification the extract of the charter
documents and documents such as a Board resolution / power of attorney, in favour of the person
executing this power of attorney for delegation of power hereunder on behalf of the executant(s).
_________________________________________________________________________
86
Form 11: Format of Letter of Consent by Sole Bidder/ Lead Consortium
Member reviewing each element of the Bid
[On the letter head of Bidder]
[Reference No.]
From:
[Date]
To:
[Utility]
[Address]
Sub: Bid for Appointment of SI for implementation of Billing system under SaaS model.
Dear Sir/ Madam,
We, ……................… [Insert name of the undersigned Bidder] being the Bidder, have read, examined and
understood the RFP and RFP Documents for Appointment of SI doe implementation of Billing System
under SaaS model.
We hereby confirm our concurrence with the RFP including in particular the Bid submitted by
……................… [Insert name of the Bidder], in response to the RFP. We confirm that the Bid has been
reviewed and each element of the Bid is agreed to including but not limited to the commitment and
obligations of our Company.
We hereby confirm that in accordance with Clause 1.9 of Section 2 of the RFP, we are enclosing legally
binding undertaking supported by a board resolution from the …………………………………………….
[insert name of Technically Evaluated Entity and / or Financially Evaluated Entity or its Ultimate Parent
Company, as the case may be] that all the equity investment obligations of ………………………….. [insert
name of the Member] shall be deemed to be equity investment obligations of the
………………………………………….[insert name of Technically Evaluated Entity and / or Financially
Evaluated Entity or its Ultimate Parent Company, as the case may be] and in the event of any
default………………………………………………….. [insert name of the Member], the same shall be met
by………………………………………………... [insert name of Technically Evaluated Entity and / or
Financially Evaluated Entity or its Ultimate Parent Company, as the case may be]. [Insert if applicable]
The details of contact person are furnished as under:

Name :
Designation :
Name of the Company :
87
Address :
Phone Nos. :
Fax Nos. :
E-mail address :
Dated the ……. day of ……. of 20……
Thanking you,
Yours faithfully,
………………………………..
[Signature, Name, Designation of Authorized Signatory of the Bidder and Company's Seal]
Business Address:
[Name and address of principal officer]
88
Form 12: Format of Summary of Audited Financial Statements
< This form needs to be submitted by Bidder >
[Reference No.]
From:
[Date]
To:
[Utility]
[Address]
Sub: Audited Financial Statement for .................. [Insert name of Bidder].

Dear Sir/ Madam,
This is to certify that .................. [Insert name of Bidder] having its Registered Office at
.......................................... [Insert Registered Address] are in the business of .......................................
[Insert briefly the nature of the business], have recorded the following:
NETWORTH FOR LAST 3 FINANCIALYEARS

Name of
Financially Relationship Financial Year Net worth Amount (In Indian
S. No.
Evaluated with Bidder (FY) Rupees)
Entity(ies)
1.
2.
3.
TURNOVER FROM IT/SOFTWARE BUSINESS IN LAST 3 FINANCIALYEARS

Name of
Financially Relationship Financial Year Turnover Amount (In Indian
S. No.
Evaluated with Bidder (FY) Rupees)
Entity(ies)
1.
2.
3.
89
The above Net worth/ Turnover are arrived from our Audit Reports for the last three/ preceding financial
years duly submitted to the Income Tax Department along with our Audit Reports.
Hence, we certify from the records submitted to us. Thanking you,
Sincerely yours,
Yours Sincerely,
[Insert Name here]
[Insert Designation here
Date: [Date]
Place: [Place]
90
Form 13: Record of Similar Work Done
Confirm
attachment
Name of Date
Relationship No. of PO/ WO Confirm of
S. Technically of Contract Description
with the Consumer, Value attachment Installation
No. Evaluated PO/ Period of Work
Bidder Nodes, etc. (In INR) of PO/ WO Milestone/
Entity (ies) WO
execution
certificate
1.
2.
3.
4.
5.
91
Form 14: List of Material and Services
Please Note: This needs to be detailed out and customized by [SI] basis Project requirement
92
Form 15: Table of Compliance
The Bidder shall submit ‘Clause by Clause’ compliance to the RFP document including the technical
specifications and functional requirements (with amendments, if any) as per the format prescribed in Form
15
. The Bidder shall annotate the Table of Contents of each section to provide a high-level summary of
compliance status. In all cases, the following symbols, and no others shall be used:
 C - Bid complies with all requirements in the adjacent paragraph.

 A - Bid is not compliant with the requirements in the adjacent paragraph, but a functional
alternative is proposed.
 X - Bid takes exception to the requirements of the adjacent paragraph and no functional
alternative is proposed.
Only one symbol shall be assigned to paragraph and shall indicate the worst-case level of compliance for
that paragraph. This annotation may be handwritten.
The Bidder shall also underline, on the compliance copy, all requirements to which exceptions have been
taken (X) or to which alternatives have been proposed (A).
Each alternative shall be clearly and explicitly described. Such descriptions shall use the same paragraph
numbering as the bid document sections addressed by the alternatives. All alternative descriptions shall be
in one contiguous section of the bidder’s proposal, preferably in the same volume, and titled "Alternatives."
A separate section titled "Exceptions" shall also be provided containing any discussion or explanation
chooses to provide concerning exceptions taken. Alternatives which do not substantially comply with the
intent of the Bid documents will be considered exceptions.
Any clause which is not included in this compliance table shall be treated as “fully complied” or C.
The Utility will assess the merits of each alternative and exception and will be the sole judge as to their
acceptance.
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Form 16: Format for Technical & Financial Requirement- Relationship &
Details of Equity Shareholding
[Reference No.]
From:
[Date]
To:
[Utility]
[Address]
Sub: Bid for Appointment of SI for implementation of Utility Billing System on SaaS basis
Dear Sir/ Madam,
We certify that M/s …………………..[insert name of the Bidder] have considered the technical and
financial capability of its Parent and / or Affiliates, for the purpose of meeting Qualification Requirements
as per the instructions provided in the RFP. The name of Parent and / or Affiliate, nature of relationship(s)
with such Parent and / or Affiliate and details of equity holding are as follows:
Name of Company Type of credentials Relationship with Details of equity

whose credentials considered (technical Bidder (Parent / shareholding (refer
considered and / or financial) Affiliate) notes below)
Company 1
………..
………..
………..
………..
NOTES:
i) In case of Parent, the equity holding of the Parent in the Bidder, need to be specified,
ii) In case of Affiliate under direct control of Bidder, the equity holding of the Bidder, needs to be
specified.
iii) In case of Affiliate under common control of Parent, the equity holding of the Parent in the Affiliate
of the Bidder, needs to be specified.
94
iv) Relationship Of Parent / Affiliate with Bidder to be at the most seven (7) days prior to the Bid
Deadline
Yours faithfully
………………………………
(Signature and name of the authorized signatory of the Company and stamp)
Name: …………………………….
Date: ………………………………
Place: ………………………………
………………………………
(Signature and Stamp of statutory Auditors of Bidder)
Name: …………………………….
Date: ………………………………
Place: ………………………………
Date: ………………………………
95
Form 17: Authorization from Parent / Affiliate of Sole Bidder/ Consortium
Member Whose Technical / Financial Capabilities has been used by the Sole
Bidder / Consortium Member
[On the Letter Head of the Parent /Affiliate]

[Reference No.]
From:
[Address of the Parent / Affiliate of Bidder]
[Date]
To:
[Utility]
[Address]
Dear Sir,
Sub: Bid for Appointment of SI for Implementation of Utility Billing System under SaaS model
We refer to the RFP dated……………………. ('RFP') issued by you for selection of Bidder as System
Integrator for establishing the Utility Billing System for "……………………………………[Name of
Project]".
We confirm that M/s. ......................... [lnsert name of Bidder] has been authorized by us to use our
technical and/or financial capability [strikeout whichever is not applicable] for meeting the Qualification
Requirements for "……………………………...[Name of Project]".
For and on behalf of …………………………… [insert Name of Parent / Affiliated]
………………………………………
[Signature and Name of the authorized signatory of the Company and stamp]
Name: …………………………….
Date: ………………………………
Place: ………………………………
Notes:
1. The above undertaking can be furnished by Ultimate Parent of Technically Evaluated Entity or
Financially Evaluated Entity, as the case maybe, if legally binding undertaking is also furnished
by the Ultimate Parent on behalf of such Financially Evaluated Entity/Technically Evaluated
Entity.
96
Form 18: Pre-Contract Integrity Pact
Stamp Act relevant to place of execution. Foreign companies submitting Bids are required to follow the
applicable law in their country.]
General
This pre-bid pre-contract Agreement (hereinafter called the Integrity Pact) is made on day of the
m o n t h of 2021, between, on one hand, the …………………. (Name of Owner) acting through Shri……
(Name and designation of Project Manager) (hereinafter called the "BUYER", which expression shall
mean and include, unless the context otherwise requires, his successors in office and assigns) of the
First Part and M/s……… (Name of Bidder) represented by Shri , Chief Executive Officer
(hereinafter called the "BIDDER/Seller" which expression shall mean and include, unless the context
otherwise requires, his successors and permitted assigns) of the Second Part.
WHEREAS the BUYER proposes to procure (Name of the Stores/Equipment/Item) and the
BIDDER/Seller is willing to offer/has offered the stores and
WHEREAS the BIDDER is a private company/public company/Government

undertaking/partnership/registered export agency, constituted in accordance with the relevant law in the
matter and the BUYER is a PSU/Utility/Department of State Govt. performing its functions on behalf of
the ……………… (Name of owner).
NOW, THEREFORE,
To avoid all forms of corruption by following a system that is fair, transparent and free from any
influence/prejudiced dealings prior to, during and subsequent to the currency of the contract to be entered
into with a view to:-
Enabling the BUYER to obtain the desired said stores/equipment at a competitive price in conformity
with the defined specifications by avoiding the high cost and the distortionary impact of corruption on
public procurement, and
Enabling BIDDERs to abstain from bribing or indulging in any corrupt practice in order to secure
the contract by providing assurance to them that their competitors will also abstain from bribing and
other corrupt practices and the BUYER will commit to prevent corruption, in any form, by its
officials by following transparent procedures.
The parties hereto hereby agree to enter into this Integrity Pact and agree as follows:
Commitments of the BUYER
1.1 The BUYER undertakes that no official of the BUYER, connected directly or indirectly
with the contract, will demand, take a promise for or accept, directly or through intermediaries,
97
any bribe, consideration, gift, reward, favour or any material or immaterial benefit or any other
advantage from the BIDDER, either for themselves or for any person, organisation or third party
related to the contract in exchange for an advantage in the bidding process, bid evaluation,
contracting or implementation process related to the contract.
1.2 The BUYER will, during the pre-contract stage, treat all BIDDERs alike and will provide to
all BIDDERs the same information and will not provide any such information to any
particular BIDDER which could afford an advantage to that particular BIDDER in comparison
to other BIDDERs.
1.3 All the officials of the BUYER will report to the appropriate Government office any attempted or
completed breaches of the above commitments as well as any substantial suspicion of such a breach
2.0 In case any such preceding misconduct on the p a rt of such official(s) is reported by the BIDDER
to the BUYER with full and verifiable facts and the same is prima facie found to be correct by the
BUYER, necessary disciplinary proceedings, or any other action as deemed fit, including criminal
proceedings may be initiated by the BUYER and such a person shall be debarred from further
dealings related to the contract process. In such a case while an enquiry is being conducted by
the BUYER the proceedings under the contract would not be stalled.
Commitments of BIDDERs
3.0 The BIDDER commits itself to take all measures necessary to prevent corrupt practices, unfair
means and illegal activities during any stage of its bid or during any pre-contract or post-
contract stage in order to secure the contract or in furtherance to secure it and in particular commit
itself to the following:-
3.1 The BIDDER will not offer, directly or through intermediaries, any bribe, gift, consideration, reward,
favour, any material or immaterial benefit or other advantage, commission, fees, brokerage or
inducement to any official of the BUYER, connected directly or indirectly with the bidding process,
or to any person, organization or third party related to the contract i n exchange for any advantage
in the b i d d i n g , evaluation, contracting and implementation of the contract.
3.2 The BIDDER further undertakes that it has not given, offered or promised to give, directly
or indirectly any bribe, gift, consideration, reward, favour, any material or immaterial benefit or
other advantage, commission, fees, brokerage or inducement to any official of the BUYER or
otherwise in procuring the Contract or forbearing to do or having done any act in relation to the
obtaining or execution of the contract or any other contract with the Government for showing
or for bearing to show favour or disfavour to any person in relation to the contract or any other
contract with Government.
3.3 BIDDERs shall disclose the name and address of agents and representatives and Indian BIDDERs
shall disclose their foreign principals or associates.
3.4 BIDDERs shall disclose the payments to be made by them to agents/brokers or any other
intermediary, in connection with this bid/contract.
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3.5 The BIDDER further confirms and declares to the BUYER that the BIDDER is the original
manufacturer/integrator/authorized government sponsored export entity of the defense stores and has
not engaged any individual or firm or company whether Indian or foreign to intercede, facilitate
or in any way to recommend to the BUYER or any of its functionaries, whether officially
'or unofficially to the award of the contract to the BIDDER, nor has any amount been paid,
promised or intended to be paid to any such individual, firm or company in respect of any such
intercession, facilitation or recommendation.
3.6 The BIDDER, either while presenting the bid or during pre-contract negotiations or before
signing the contract, shall disclose any payments he has made, is committed to or intends to
make to officials of the BUYER or their family members, agents, brokers or any other
intermediaries in connection with the contract and the details of services agreed upon for such
payments.
3.7 The BIDDER will not collude with other parties interested in the contract to impair the transparency,
fairness and progress of the bidding process, bid evaluation, contracting and implementation of the
contract.
3.8 The BIDDER will not accept any advantage in exchange for any corrupt practice, unfair means and
illegal activities.
3.9 The BIDDER shall not use improperly, for purposes of competition or personal gain, or pass on
to others, any information provided by the BUYER as part of the business relationship, regarding
plans, technical proposals and business details, including information contained in any electronic data
carrier. The BIDDER also undertakes to exercise due and adequate care lest any such information
is divulged.
3.10 The BIDDER commits to refrain from giving any complaint directly or through any other
manner without supporting it with full and verifiable facts.
3.11 The BIDDER shall not instigate or cause to instigate any third person to commit any of the actions
mentioned above.
3.12 If the BIDDER or any employee of the BIDDER or any person acting on behalf of the BIDDER,
either directly or indirectly, is a relative of any of the officers of the BUYER, or alternatively, if any
relative of an officer of the BUYER has financial interest/stake in the BIDDER's firm, the same shall
be disclosed by the BIDDER at the time of filing of tender.
The term 'relative' for this purpose would be as defined in Section 6 of the Companies Act 1956.
3.13 The BIDDER shall not lend to or borrow any money from or enter into any monetary dealings
or transactions, directly or indirectly, with any employee of the BUYER.
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4. Previous Transgression
4.1 The BIDDER declares that no previous transgression occurred in the last three years immediately
before signing of this Integrity Pact, with any other company in any country in respect of any
corrupt practices envisaged hereunder or with any Public Sector Enterprise in India or any Government
Department in India that could justify BIDDER’s exclusion from the tender process.
4.2 The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER can be disqualified
from the tender process or the contract, if already awarded, can be terminated for such reason.
5. Earnest Money (Security Deposit)
5.1 While submitting commercial bid, the BIDDER shall deposit an amount………. (to be specified in
RFP) as Earnest Money/Security Deposit, with the BUYER through any of the following instruments:
(i) Bank Draft or a Pay Order in favour of
(ii) A confirmed guarantee by an Indian Nationalised Bank, promising payment of the guaranteed
sum to the BUYER on demand within three working days without any demur whatsoever and
without seeking any reasons whatsoever. The demand for payment by the BUYER shall be
treated as conclusive proof of payment.
(iii) Any other mode or through any other instrument (to be specified in the RFP).
5.2 The Earnest Money/Security Deposit shall be valid upto a period of ….. years or the complete
conclusion of the contractual obligations to the complete satisfaction of both the BIDDER and the
BUYER, including warranty period, whichever is later.
5.3 In case of the successful BIDDER a clause would also be incorporated in the Article pertaining to
Performance Bond in the' Purchase Contract that the provisions of Sanctions for Violation shall be
applicable for forfeiture of Performance Bond in case of a decision by the BUYER to forfeit the
same without assigning any reason for imposing sanction for violation of this Pact.
5.4 No interest shall be payable by the BUYER to the BIDDER on Earnest Money/Security Deposit for
the period of its currency.
6. Sanctions for Violations
6.1 Any breach of the aforesaid provisions by the BIDDER or anyone employed by it or acting on
its behalf (whether with or without the knowledge of the BIDDER) shall entitle the BUYER to
take all or any one of the following actions wherever required:
(i) To immediately call off the pre-contract negotiations without assigning any reason or giving any
compensation to the BIDDER. However, the proceedings with the other BIDDER(s) would
continue.
100
(ii) The Earnest Money Deposit (in pre-contract stage) and/or Security Deposit/Performance Bond
(after the contract is signed) shall stand forfeited either fully or partially, as decided by the
BUYER and the BUYER shall not be required to assign any reason, therefore.
(iii) To immediately cancel the contract, if already signed, without giving any compensation to the
BIDDER.
(iv) To recover all sums already paid by the BUYER, and in case of an Indian BIDDER with
interest thereon at 2% higher than the prevailing Prime Lending Rate of State Bank of India, while
in case of a BIDDER from a country other than India with interest thereon at 2% higher than the
UBOR. If any outstanding payment is due to the BIDDER from the BUYER in connection with
any other contract for any other stores, such outstanding payment could also be utilized to recover
the aforesaid sum and interest.
(v) To encash the advance bank guarantee and performance bond/warranty bond, if furnished by the
BIDDER, in order to recover the payments, already made by the BUYER, along with interest.
(vi) To cancel all or any other Contracts with the BIDDER. The BIDDER shall be liable to pay
compensation for any loss 'or damage to the BUYER resulting from such cancellation/rescission
and the BUYER shall be entitled to deduct the amount so payable from the money(s) due to the
BIDDER
(vii) To debar the BIDDER from participating in future bidding processes of the Government of India
for a minimum period of five years, which may be further extended at the discretion of the BUYER.
(viii) To recover all sums paid in violation of this Pact by BIDDER(s) to any middleman or agent or
broker with a view to securing the contract.
(ix) In cases where irrevocable Letters of Credit have been received in respect of any contract signed
by the BUYER with the BIDDER, the same shall not be opened.
(x) Forfeiture of Performance Bond in case of a decision by the BUYER to forfeit the same without
assigning any reason for imposing sanction for violation of this Pact.
6.2 The BUYER will be entitled to take all or any of the actions mentioned at para 6.1(i) to (x) of this Pact
also on the Commission by the BIDDER or anyone employed by it or acting on its behalf (whether
with or without the knowledge of the BIDDER), of an offence as defined in Chapter IX of the Indian
Penal code, 1860 or Prevention of Corruption Act, 1988 or any other statute enacted for prevention of
corruption.
6.3 The decision of the BUYER to the effect that a breach of the provisions of this Pact has been committed
by the BIDDER shall be final and conclusive on the BIDDER. However, the BIDDER can approach
the Independent Monitor(s) appointed for the purposes of this Pact.
7. Deleted
101
8. Independent Monitors
8.1 The BUYER has appointed Independent Monitors (hereinafter referred to as Monitors) for this Pact in
consultation with the Central Vigilance to as Monitors) for this Pact in consultation with the Central
Vigilance Commission (Names and Addresses of the Monitors to be given).
8.2 The task of the Monitors shall be to review independently and objectively, whether and to what extent
the parties comply with the obligations under this Pact.
8.3 The Monitors shall not be subject to instructions by the representatives of the parties and perform their
functions neutrally and independently.
8.4 Both the parties accept that the Monitors have the right to access all the documents relating to the
project/procurement, including minutes of meetings.
8.5 As soon as the Monitor notices, or has reason to believe, a violation of this Pact, he will so inform the
Authority designated by the BUYER.
8.6 The BIDDER(s) accepts that the Monitor has the right to access without restriction to all Project
documentation of the BUYER including that provided by the BIDDER. The BIDDER will also grant
the Monitor, upon his request and demonstration of a valid interest, unrestricted and unconditional
access to his project documentation. The same is applicable to Subcontractors. The Monitor shall be
under contractual obligation to treat the information and documents of the BIDDER/Subcontractor(s)
with confidentiality.
8.7 The BUYER will provide to the Monitor sufficient information about all meetings among the parties
related to the Project provided such meetings could have an impact on the contractual relations between
the parties. The parties will offer to the Monitor the option to participate in such meetings.
8.8 The Monitor will submit a written report to the designated Authority of BUYER/Secretary in the
Department/ within 8 to 10 weeks from the date of reference or intimation to him by the BUYER /
BIDDER and, should the occasion arise, submit proposals for correcting problematic situations.
9. Facilitation of Investigation
In case of any allegation of violation of any provisions of this Pact or payment of commission, the BUYER
or its agencies shall be entitled to examine all the documents including the Books of Accounts of the
BIDDER and the BIDDER shall provide necessary information and documents in English and shall extend
all possible help for the purpose of such examination.
10. Law and Place of Jurisdiction
This Pact is subject to Indian Law. The place of performance and jurisdiction is the seat of the BUYER.
102
11. Other Legal Actions
The actions stipulated in this Integrity Pact are without prejudice to any other legal action that may follow
in accordance with the provisions of the extant law in force relating to any civil or criminal proceedings
12. Validity
12.1 The validity of this Integrity Pact shall be from date of its signing and extend upto 5 years or the
complete execution of the contract to the satisfaction of both the BUYER and the BIDDER/Seller,
including warranty period, whichever is later. In case BIDDER is unsuccessful, this Integrity Pact shall
expire after six months from the date of the signing of the contract.
12.2 Should one or several provisions of this Pact turn out to be invalid; the remainder of this Pact shall
remain valid. In this case, the parties will strive to come to an agreement to their original intentions.
13. The parties hereby sign this Integrity Pact at ……………on……………………
BUYER BIDDER
Name of the Officer XXXX
Designation
Witness Witness
1……………………….. 2……………………………….
2………………………. 3………………………………..
* Provisions of these clauses would need to be amended/ deleted in line with the policy of the BUYER in
regard to involvement of Indian agents of foreign suppliers
103
Form 19: Format of Agreement to be entered by sub-contractors with the Sole
Bidder/ Lead Member of a Bidding consortium
Stamp Act relevant to place of execution, duly signed on each page. Foreign entities submitting Bid are
required to follow the applicable law in their country.]
FORM OF AGREEMENT BETWEEN

M/s…........................................, AND M/s. .......................................... for bidding for Tender No. [Tender
Details] (the “RFP”) dated [Date] as per its Clause 1.4
1. THIS Agreement (hereinafter referred to as “Agreement”) executed on this .......... [date] day of ..........
[month], .......... [year] between
Registered Office at .........................................., (hereinafter called "Party 1,” or “Lead Consortium
Member” which expression shall include its successors, executors and permitted assigns);
Registered Office at .........................................., (hereinafter called "Party 2,” or “Sub-contractor”
which expression shall include its successors, executors and permitted assigns);
[The Sub-contractor should list the name, address of its registered office and other details above.]
WHEREAS the Parties abovenamed are entering into this Agreement for the purpose of submitting the Bid
in response to the RFP and in the event of selection as Selected Bidder to comply with the requirements as
specified in the RFP and ensure execution of the Contract as may be required to be entered into with Utility.
Party 1, and Party 2, are hereinafter collectively referred to as the “Parties” and individually as a “Party.
WHEREAS the RFP stipulates that the sub-contractors shall submit a legally enforceable Agreement in a
format specified in the RFP, whereby each sub-contractor undertakes to be liable for its Roles and
Responsibilities, provide necessary guarantees and pay required fees as required as per the provisions of
the RFP, as specified herein.
WHEREAS any capitalized term in this Agreement shall have the meaning ascribed to such term in the
RFP document.
NOW THEREFORE, THIS AGREEMENT WITNESSTH AS UNDER:

In consideration of the above premises and agreement all the Parties in this Consortium do hereby mutually
agree as follows:
1. In consideration of the selection of the bidder by the Utility, we as the sub-contractor to the sole bidder/
lead member of the bidding consortium and Party to this Agreement do hereby unequivocally agree
that M/s........................................................... [Insert name of the Sole bidder/ Lead member of the
Bidding consortium], shall act as Lead Member as defined in the RFP for self and agent for and on
behalf of M/s. .........................................., [the name of the sub-contractor to be filled in here].
104
2. The Roles and Responsibilities of the sub-contractor shall be as per the Annexure to this Agreement.
3. Th sub-contractor undertakes to be individually liable for the performance of its part of the Roles and
Responsibilities without in any way limiting the scope of collective liability envisaged in this
Agreement in order to meet the requirements and obligations of the RFP. The Bidder shall be liable and
responsible for ensuring the individual and collective commitment of the sub-contractor in discharging
their respective Roles and Responsibilities.
4. In case of any breach of any of the commitment as specified under this Agreement by the sub-
contractor, the Bidder shall be liable to meet the obligations as defined under the RFP.
5. Except as specified in the Agreement, it is agreed that sharing of responsibilities as aforesaid and
obligations thereto shall not in any way be a limitation of responsibility of the Bidder under these
presents.
6. The Members expressly agree to adhere to all the terms and conditions of the RFP and confirm that we
don’t have any Conflict of Interest (as defined in the RFP).
7. This Agreement shall be construed and interpreted in accordance with the Laws of India and Courts at
[Place] shall have the exclusive jurisdiction in all matters relating thereto and arising there under.
8. It is further expressly agreed that the Agreement shall be irrevocable and, for the SI, shall remain valid
over the term of the Project, unless expressly agreed to the contrary by Utility.
9. The Bidder is authorized and shall be fully responsible for the accuracy and veracity of the
representations and information submitted by the Sub-contractor respectively from time to time in
response to the RFP for the purposes of the Bid. The representation by the Bidder shall be deemed to
be on behalf of and binding on the sub-contractor.
10. It is expressly understood and agreed between the Bidder and the sub-contractor that the responsibilities
and obligations of each of the Members shall be as delineated as annexed hereto as Annexure-A forming
integral part of this Agreement. It is further agreed by the Members that the above sharing of
responsibilities and obligations shall not in any way be a limitation of responsibilities and liabilities of
the Members, with regards to all matters relating to the execution of the Bid and implementation of the
Project envisaged in the RFP Documents.
11. It is clearly agreed that the Bidder shall ensure performance indicated in the RFP. In the event the sub-
contractor fails to perform its/ their respective obligations, the same shall be deemed to be a default by
the Bidder Member.
12. It is hereby expressly agreed between the Parties to this Agreement that neither Party shall assign or
delegate or subcontract its rights, duties or obligations under this Agreement to any person or entity
except with prior written consent of Utility.
13. This Agreement:
105
a) has been duly executed and delivered on behalf of each Party hereto and constitutes the legal,
valid, binding and enforceable obligation of each such Party;
b) sets forth the entire understanding of the Parties hereto with respect to the subject matter hereof;
and
c) may not be amended or modified except in writing signed by each of the Parties and with prior
written consent of Utility.
Common Seal of .................................. has been For M/s. .......................................... (Party 1)

affixed in my/ our presence pursuant to Board [Signature of Authorized Representative]
Resolution dated ..................... ................................................................
Witness 1
................................................................
Name:
Designation
Witness 2
................................................................
Name:
Designation:
..
N. Common Seal of .................................. has For M/s. .......................................... (Party 2)

been affixed in my/ our presence pursuant to [Signature of Authorized Representative]
Board Resolution dated ..................... ................................................................
N.1. Witness 1 N.2. Witness 2
[Signature of Witness 1] [Signature of Witness 1]

................................................................ ................................................................
Name: Name:
Designation: Designation:
Annexure-A
Role and Responsibility of each Member:
106
1. Roles and Responsibilities of the Party 1 (Bidder):
2. Roles and Responsibilities of the Party 2 (Sub-contractor)
107
Form 20: Manufacturer Authorisation Form (MAF)
(On Letterhead of each OEM)
To: [Insert: Name of Utility]
Dear Sir/Ma’am,
We [insert: name of Manufacturer] who are established and reputable manufacturers of [insert: name and/or
description of the plant & equipment] having production facilities at [insert: address of factory] do hereby
authorize [insert: name & address of Bidder] (hereinafter, the “Bidder”) to submit a bid, and subsequently
negotiate and sign the Contract with you against [insert: title and reference number of Invitation for Bids]
including the above goods and services.
We hereby extend our full guarantee and warranty for the above specified plant & equipment materials or
other goods offered supporting the supply, installation, commissioning and achieving of Operational Go-
live of the plant by the Bidder against these Bidding Documents, and duly authorize said Bidder to act on
our behalf in fulfilling these guarantee and warranty obligations. We also hereby declare that we and
……………, [insert: name of the Bidder] have entered into a formal relationship in which, during the
duration of the Contract (including warranty / defects liability) we, the Manufacturer or Producer, will make
our technical and engineering staff fully available to the technical and engineering staff of the successful
Bidder to assist that Bidder, on a reasonable and best effort basis, in the performance of all its obligations
to the Purchaser under the Contract.
For and on behalf of [insert: name of Manufacturer]
Signed: _______________________________________________________________
Date: __________________________________
In the capacity of [insert: title of position or other appropriate designation] and this should be signed by a
person having the power of attorney to legal bind the manufacturer.
Date:....................
Place:................... (Signature)........................................….........………..
(Printed Name)...........................................………….
(Designation)................…………................................
(Common Seal).…………..........…...….......................
Note:
108
1. The letter of Undertaking should be on the letterhead of the Manufacturer and should be signed by a
person competent and having Power of Attorney to legally bind the Manufacturer. It shall be included by
the Bidder in its bid.
2. Above undertaking shall be registered or notarized so as to be legally enforceable.
109
Section 5. Financial Proposal – Forms
Section 5. Financial Proposal - Forms

Attached? For Official
Sr. Document
(Yes/ No) Use
1 Financial Bid as per format provided in Form 1
110
Form 1: Format of Submission of Financial Bid (For Reference Only)
[IMPORTANT NOTE: THE FINANCIAL BID SHALL ONLY BE SUBMITTED IN THE
ELECTRONIC FORMAT. IT SHALL NOT BE SUBMITTED IN HARD COPY OR AS A PART OF
THE TECHNICAL BID.]
[On the letter head of the Sole Bidder / Lead Consortium Member]
[Reference No.]
From:
[Date]
To:
[Utility]
[Address]
Sub: Financial Bid for Appointment of SI for implementation of Single Billing System under SaaS
model.
Dear Sir/ Madam,
We, the undersigned …....................…. [Insert name of the Sole Bidder/ Lead Consortium Member ‘Party
1’], representing …....................…. [Insert name of the Consortium Member (if any) ‘Party 2’], having read,
examined and understood in detail the RFP for Implementation of [Utility]’s Billing System hereby submit
our Financial Bid. We hereby undertake and confirm that:
A. We have submitted our Financial Bid strictly in accordance with the RFP without any deviations
or condition.
B. Our Financial Bid is consistent with all the requirements of submission as stated in the RFP and
subsequent communications.
C. Price quoted clearly mentions the total cost (basic cost, Goods and Services Tax, or any other
taxes/duties/levies).
D. Under no circumstances shall escalation in prices of this Financial Bid be entertained by Utility
except due to factors mentioned in Clause 4.3.3. of Section 7.
E. The details quoted herein shall stand valid at least for 6 months from the date of submission of this
Financial Bid and for implementation of Project, if awarded, as per the timeframe indicated in the
RFP.
111
F. Our Total Cost of the Project for the contract period is INR………; and the quoted price will be a
fixed for the entire contract duration
G. Our quoted prices are as per the Annexure attached herein.
Dated the ……………. [Insert date of the month] day of ……………. [Insert month, year] at …………….
[Insert place].
Thanking you,
Sincerely yours,

[Insert Name here]
112
Annexure: Quoted prices for the Financial Bid.
Table-1: Financial Bid (For the purpose of tender evaluation and contract award)
Rate per billable
consumer Total cost
Quantity
including all GST (E = B x (C x
in Nos. (B)
S. Item Description (A) taxes and duties applicable (1+D%)) x
(Billable
No. other than GST in 60
consumers
(in INR/ month/ % (D) months))
)
billable
consumer) (C)
“Rate of use of Billing system
per billable consumer per
month” inclusive of cost of
providing all the services as
defined in the RFP, including
but not limited to provisioning
the cloud infrastructure (DC-
DR), Billing system modules,
and all related software,
1.1 1,00,00,000
middleware, database, tools,
network bandwidth, and cost
of design, development,
testing, commissioning,
migration, integration,
operations & maintenance
(FMS), scheduled upgrades,
manpower and Field
Hardware.
Total
Total Cost of the Project (E) = INR [X] (in words)

Necessary Considerations
1. Rates will be quoted in INR up to two decimal places only.
2. Total Bid Value (total quoted project cost) will be assessed on the basis of quoted rates for the given
respective normative quantities and the number of months of billing (60 months).
4. The bidder with the Lowest Total Bid Value will be declared as the successful L1 bidder.
5. It may be noted that the normative quantities given are only the indicative estimated quantities for
the purpose of bidding and evaluation. The actual quantities for Billing system services may vary to
the extent as specified in the RfP.
6. Reverse auction would be carried out on Rate per billable consumer including all taxes and duties
other than GST.r billable c
113
Table-2: Financial Bid Break up (Break-up of the total financial bid price given in Table-1 to be
provided in the following table. In case of any discrepancies, figures in Table-1 would be considered.)
Cost including all Cost including
Sl. Components taxes and duties all taxes and
No other than GST (In duties including
. INR) GST (In INR)
1 Billing System Implementation Phase Cost
2 Part H – Billing System - ATS Cost (For 5

Years)
3 Part I - Cloud Service Provider (CSP) Cost
(For 5 Years)
4 Part J – Facility Management Services Cost
(For 5 Years)
Total Cost (In INR) (1 + 2 + 3 + 4)
Note:
Any item/ material either hardware or software required to meet the functionality specified in the tender
document whose related component is missing in the above table has to be accounted by the Bidder and
the price of the same is assumed to be reflected and taken care in the price specified to the Utility by the
Bidder in this commercial bid. Utility is liable only to pay the Contract price as per the payment terms
mentioned in the RFP to meet all the requirements as specified in the RFP
Table-2(a): Billing System Implementation Cost Break-up
Price (In INR) GST Total Price

Sl. Components
(excluding applicab (Inclusive of
No.
GST) le in % GST) (In INR)
1 Part A - Billing System Software Cost

(License component)
2 Part B - Billing System Hardware Cost
3 Part C - Billing System

Implementation services
4 Part D – Cloud DC and DR Centre
5 Part E – Billing System Audit
6 Part F – Training Cost
7 Part G – Manpower Cost
Total Cost (In INR) (1 + 2 + 3 + 4 + 5 + 6 + 7)
114
Table 2(b): Part B – Billing System Field Hardware Cost :

Total Price
Qty X Freight
Total GST (In INR)
Price per Price and
Sl. Qty. Price + applica (Including
Description unit per Insuran
No. (in Rs) ble in % GST and
unit ce in Rs
F&I)
1 Desktop
2 Printer
3 Scanner
4 UPS
5 Computer
table
6 Chair
Total Cost (In INR)
Desk top 1442 All hardware should be as per specifications
Multifunction Printer including Scanners. 2180 Annexure-A1 & Annexure-A2
UPS 1442
Dot Matrix printers for cash counters 250
a. The hardware shall become the property of PSPCL on its receipt in the concerned
subdivisions/divisions/other offices, however the firm shall have the liability of any
repair/maintenance/guarantee/warrantee of the hardware & furniture till the existence of
contract i.e. upto 5 years (min.) or further upto extended period (in case the contract is
extended beyond 5 years).
b. PSPCL would finalize the locations of new hardware.
c. Present old hardware would be maintained by PSPCL
115
Table 2(c): Part D - Cloud DC and DR center
Unit of Config Total

Unit rate GST Total Price
Sl. Com measure of each quantity
(In INR) applic (Inclusive
No. pone ment VM – VM on
(excl. able of GST) (In
nts cloud
GST) in % INR)
Total Cost (In INR)
Table 2(d): Part G – Manpower Cost

Total estimated person Person Total Cost
Sl. Components days required (I) day rate (III = I * II)
No. (II) (in INR)
1 Project Manager 01 full time resource
2 Billing system Module – Functional 03 full time resource for MBC
Leads (Total XX - Resources one for module and 01 no. dedicated for
each Module) rest all modules
3 Distribution Sector Specialist 02 full time resource
4 Change Management Expert 01 during change management
process
5 ICT Infrastructure Lead 01 full time resource
6 Cloud services expert 01 full time resource
7 Lead Programmer 03 full time resource
8 8a) System Administrator. 01 full time resource for each
8 b) Database Administrator. module
8 c) Back up Administrator.
9 Enterprise Architect/ Integration 01 full time resource
Expert
10 Solution Tester 01 full time resource
11 Network Expert 01 full time resource
12 Security Expert 01 full time resource
13 Mobile Application Expert 03 full time resource
14 Data Migration Lead 02 full time resource
15 Bid Management Expert 01 full time resource
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Total estimated person Person Total Cost

Sl. Components days required (I) day rate (III = I * II)
No. (II) (in INR)
16 Facilities Management and Help 01 for each zone (presently 05
Desk Coordinator zone) & 01 no. at head office level
17 IT Support Staff *Help desk 01 per circle +
centralized team of 9 members
Rollout and Handholding
Support staff
Total Cost (In INR)
A team of 9 IT support staff at centralized level & 1 no. IT support staff be placed at each
circle i.e. 9 + 1 * 21 = 30 no. , other than the usual manpower as per Table 2(d). Above manpower
requirement is minimum full time for 5 years. However, SI would be fully responsible for timely
achieving the milestones. Manpower could be reviewed after 2 years. However, SI would be
fully responsible for timely achieving the milestones.
Table 2(e): Part H – Billing System - ATS Cost (For 5 Years)
Price/ year GST
Price/ year (In INR)
Sl. Year (In INR) applicable
Description (Including GST)
No. (Excl. GST) in %
1 Billing System - ATS Year 1
Total Cost (In INR)
Table 2(f): Part I – Cloud Service Provider (CSP) Cost (For 5 Years)
GST Price/ year (In
Sl. Price/ year (In
Year applicable INR) (Including
No. Description INR) (Excl. GST)
in % GST)
1 Cloud Service Provider Year 1
(CSP) Services
(CSP) Services
(CSP) Services
(CSP) Services
117

(CSP) Services
Total Cost (In INR)
Table 2(g): Part J – Facility Management Services (FMS) Cost (For 5 Years)
Sl. Price/ year (In GST applicable Price/ year (In INR)
Description Year
No. INR) (Excl. GST) in % (Including GST)
1 Facility Management Year
Services (FMS) 1
Services (FMS) 2
Services (FMS) 3
Services (FMS) 4
Services (FMS) 5
Total Cost (In INR)
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Section 6. Project Requirements
Billing System Requirements and Service Level Agreement
Table of Contents
1. Overview of the various Modules under Billing System .. Error! Bookmark not defined.9
2. Detailed As-is study and Designing Billing system: .......... Error! Bookmark not defined.
3. Brief Scope of work: ......................................................... Error! Bookmark not defined.6
4. Supply, installation, integration, testing and commissioning of:Error! Bookmark not
defined.1
5. Data Migration .................................................................. Error! Bookmark not defined.0
6. Billing System Integration ................................................ Error! Bookmark not defined.3
7. Audits and IT Security ...................................................... Error! Bookmark not defined.4
8. Training Requirements...................................................... Error! Bookmark not defined.3
9. Change Management .......................................................... Error! Bookmark not defined.
10. Facility Management Services (FMS) .............................. Error! Bookmark not defined.1
11. Annual Technical Support (ATS) ..................................... Error! Bookmark not defined.8
12. Project Management ......................................................... Error! Bookmark not defined.9
13. Project Implementation Methodology .............................. Error! Bookmark not defined.4
14. Exit Management and Knowledge Transfer ................... Error! Bookmark not defined.32
15. Payment Terms ................................................................. Error! Bookmark not defined.4
16. Service Level Agreement (SLA) ...................................... Error! Bookmark not defined.6
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Billing System Requirements & Service Level Agreements
1. Overview of various Modules under Billing system:
The objective of this RFP is to select a System Integrator (SI) who can provide a COTS /
Bespoke based Billing System on Cloud Infrastructure on “Pay-Per-Billable Consumer” SaaS
model, having the following modules.
S. No. Software Modules
1.1 Revenue Management System including MBC with New Connection & DC-RC
1.2 Customer Relation Management
1.3 Web/ Mobile-based portal and apps
1.4 Energy Audit
1.5 Management Information System Dashboards and Reports
1.6 Prepaid Engine
1.7 Centralized Customer Care System including Helpdesk Module
1.8 Feeder Information System
1.9 Document Management System (DMS)
1.10 Reconciliation
1.11 System Support with Ticketing
1.12 Identity and Access Management
SI shall implement a comprehensive one stop Billing solution is required which is to be a COTS
product, which shall be configured and customized as per business requirements of the Utility.
The Billing System shall support current billing methodologies prevalent in the Utility (e.g., spot
billing, standalone Prepaid Meters, Smart (Post-paid + Prepaid) Meters, MDAS, CMRI
Manual/Estimated reading etc.).
This web-based application shall have the most robust, flexible and configurable billing engine for
generation of bills on various modes and technologies that are adopted currently by the utility thus
providing the required flexibility to the Utility in adopting to the latest technology advancements
for effective, transparent and timely billing.
The Billing System shall comply with the existing electricity tariff structure of the Utility and will
have no impact on the billing, subsidy scheme and regulatory requirements as and when issued by
state Electricity Regulatory Commission (ERCs)
The System shall be integrated with communication channels like SMS Gateways, Payment
Gateway though it’s in-built capability. Provision of Log monitoring, Resource monitoring, Cyber
Security System Monitoring as per CERT-In/NCIIPC/Min of Power or any other competent
authority shall be followed.
The system should be able to efficiently integrate with the existing applications and various future
applications as and when available by utility like MDM, MDAS, GIS, etc. to extend the business
flow across different applications as a generic capability.
120
The proposed solution will offer the personalized MIS and Management dashboards for each state
based on state-specific requirement. The proposed solution will offer advance analytics to enhance
the revenue realization of DISCOMs through real-time monitoring and event analysis.
The Billing system should support Interoperability & based on Open Standards, it should be able
to inter-operate with other heterogeneous platforms.
All tools required for Testing should be as per industry standards and the testing scopes to be
included should consist of unit, system, regression, load, performance etc. In case any third-Party
tools are required, the same is to be arranged by the SI for this project on its own cost.
The system shall have provision to identity the consumers liable for disconnection and shall have
provision to generate notices, lists, send email and SMS alerts.
The system shall have provision for accounting consumers with special meters like prepaid meters
and shall support the entire meter-to-cash cycle or integrate with the third-party systems for
enabling the same.
Agile standard development methodology should be adopted for Software Development, covering
the entire SDLC (Software Development Life Cycle)
The bidder should submit detailed implementation methodology and technical solution for this
project along with names and profiles of the resources being deployed. The implementation
methodology should include the enhancement requirements of OEM product and other
integrated systems. The technical solution should include –
o Technical architecture including OEM solution internal architecture and existing

systems required to be integrated
o Approach on DC and DR replication details
o Proposed approach on cyber/ data security
o Complete details of each software and cloud resource including license, processor,
SAN storage etc.
Deployment of Separate Security Zones for Production, Development & Web services.
The SI will ensure the migration of all the consumer business and technical master data, geo
data and transaction data pertaining to consumer meter reading, billing, collection, complaints
and any other items which may be critical and necessary for being available to run all the
proposed applications, efficiently and effectively along with historical data of minimum 5 years
or based on availability from DISCOM end.
1.1 Revenue Management System including MBC with New Connection & DC-RC
1.1.1 Metering and Billing

The meter reading and billing function covers the processes of planning, execution and
monitoring of reading and billing cycles. System implementation must cater to following business
processes requirements.
121
a. Creation and Management of consumers group, reading and billing cycles as per
geographical area, consumer segment and regulatory guidelines of the Utility
b. Processing of meter readings through different modes like handheld devices, manual
entry, automated meter reading, mobile devices, standalone prepaid meters, smart
meters etc.
c. Scenario based meter reading estimation as per regulatory guidelines and current
practices of Utility.
d. Reading and billing credibility, quality check and control at various levels with
different specified criteria and thresholds as per consumer categories and
segmentations of various Utility.
e. Option of out sorting check control and instant report at user level prior invoicing of
bills with different specified criteria and thresholds.
f. System should support data validation with features such as it should be designed to
minimize data error, incorporate the logics supplied by the Utility to check validation
in meter reading data and generate exceptions reports based on that (for any non-
reading or erroneous reading of meters), update the changes as per exception report
g. System should be able to initiate a work queue for meter read validation & subsequent
actions
h. System should support validations for the spot metering and billing data updated in
the following ways:
i. Validation of the uploaded data from the meter reading

instruments/mobiles/SBM etc
ii. The system should be able to accept other data like coordinates, photograph of
meter in case of future deployment
iii. System should prompt the meter reader from entering wrong readings
i. The software shall have provisions for retrospective and prospective billing.
j. The software shall have a flexible, user configurable tariff/ TCOS and business rule
management interface and almost all the changes can be configured without changing
at the code level.
k. Provisions for monitoring of meter reading and billing cycles for past and present data
at different levels as defined by utility.
l. Accounting of Installments, part payments, advance payments, Govt. subsidies,
write/waive offs etc. as per prevailing practices of the utility.
m. Provisions for auto and manual bulk update/replacement of meters.
n. Integrations with email and SMS systems for low credit, disconnection alerts, reading
dates alert, bill intimation, bill due dates reminders etc
o. Processing of bills in all billing scenarios like prepaid, solar, net metering and billing,
multiple meter installations etc
p. System driven calculations for bill revision amount for assessments as per regulatory
guidelines and current practices including retrospective revisions
q. Processes and provisions for billing for cases related to theft/unauthorized billing,
load assessment bills, final billing, supply not in use, temporary disconnections
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r. Provision for multiple methods of delayed/late payment surcharges such as per day
interest, fixed percentage charge for period between two bills etc. as per regulatory
guidelines of the Utility.
s. Spot billing through devices connected both online/offline through central system
ensuring billing and invoicing as per central billing system rules and data updated.
t. System will support data downloading to and uploading from handheld devices used
for spot metering & billing and MRI and should also be able to interact with android
based mobile devices for accepting meter reading
u. System should support meter reading for temporary connections. This would mean
capability of the system for accepting opening, closing and intermediate meter
readings for bill generation and renewal of connection
v. System should support following functionalities for final meter reading for
connection closure:
(i) For all kinds of disconnections (whether a customer requests for termination of
connection or utility disconnects due to non-payment), the system should accept the
terminating meter reading (which will be out of cycle in most cases) for generating
the last bill.
(ii) In case of meter replacement, the system should be able to accept the final read.
This shall be applicable for mass replacement of meters as well.
(iii) There should be support billing and support for updating of ratings results and meter
change details.
w. Descriptive bill form covering regulatory requirements and utility defined fields along
with consumer information sheet for any adjustments made and security deposit
details.
x. Configuration of Billing Master data in accordance with regulatory guidelines as per
prevailing practices of the utility
y. Provision to change, modify and add new logics centrally in user friendly manner
through a flexible and user configurable system. The new changes shall reflect on
bills generated for period in accordance with validity period applied.
z. Provision of Bill correction and payments reversals/reset as per prevailing practices
of the utility with proper access rights and audit trail
aa. Auto and manual process for updating various key parameters as per Business rules
of Utilities.
bb. Provision of Generation of Dunning and Disconnection notice for non-payment
(Except Stay from the Court/Settlement committee/VCR monitoring committee,
Competent authority etc.
cc. Provision for Updating and maintenance of security deposit and interest for LT &
HT consumers along with TDS etc.
dd. Provision for metering summation for consumers where there is requirement of
billing for multiple meters installed at their premise
ee. Provision to maintain and edit consumer walking sequence in bulk for efficient
reading and bill distribution
123
ff. Printing single bill or in mass including re-print and creation of file with all bill
printing parameters for printing through external agency, download of bill through
website
gg. Manual bill process for corrections confirming to approvals
hh. Posting of Non-Energy charges through bills
ii. Generation of Provisional bills on the basis of estimation rules defined by utility for
not read cases. Such provisional bills will be automatically adjusted on subsequent
actual reading-based bill generation without any bill’s reversal.
jj. Bill correction with two stages of processing – with a maker checker concept as per
the requirements of utility.
kk. Shall support interfacing with multiple AMI/AMR systems (upcoming and ongoing,
both projects)
ll. In case a meter reading becomes overdue (Discom specified criteria), the system
should generate the necessary exceptions and alerts
1.1.2 Payment Collection

a. Seamless integrations with different external channels of payments like online debit /
credit cards, E Wallets, UPI, Net banking, NEFT, ECS etc. with tracking and
reconciliations
b. Process for holding recovery proceedings based on cheque submission, but recognition
of payment on cheque clearance only.
c. Immediate acknowledgement of payments by the system for further proceeding like
new connection, reconnection etc.
d. Processes for cheque dishonor cases with provisions of reversal of any payment
recognized by the system, levy of handling charges, generation of notice under
Negotiable Instruments Act, blocking of further payment by cheque till a defined
timeframe/logic with appropriate message on bill for same and validations with other
business processes
e. Daily reconciliation of cash and bank collections with generation of daily total for the
receipts issued for the day, daily reconciliation of the cash collected with the amount
entered in the system as payment received, capturing of all bank remittance details. At
the end of a period, the system should reconcile them with the bank statements.
f. Interfacing with special drives in certain cases (e.g. during special collection drives,
collection by spot billing agent etc.) where collections are made taken at site with
necessary provisions of receipt generations, reconciliations etc.
g. Capability to cancel receipts at cash counters due to wrong entries or some other reasons
with logic and tracking of such transactions, reversal/corrections of the payment applied
to a particular account in case errors are detected at a later stage
h. Provisions for automatic creation of books of accounts based on the transaction for
collections, varying and flexible settlement logics for various components of payments
received
i. Management of security deposits with periodic calculations, revisions and posting in
consumer accounts
124
j. Flexible and varying settlement mechanisms based on consumer accounts including

part payments, late payments etc.
k. Handles the entire payment collection of the utility including all types of revenue and
non-revenue payments
l. Multi-tiered approach to handle operations at all levels
a. Cashiers & Supervisors at the Cash Offices
b. Controlling Officers at Treasury Department
c. Senior Management
m. Automatic generation of Cash Book
n. Automatic generation of Lodgment Report
o. Data integration with billing for final accounting
p. Integrates with other downstream ITESs of the company
q. Role based security
r. Extensive MIS to facilitate monitoring and Control
s. Rigorous Data Validation Process to ensure data integrity
t. Deployed Over a High Available Architecture
u. The system should generate a receipt with a unique transaction id/ number whenever
money is collected. The system will allow payments to be collected under the payment
categories indicated by Discom
v. The system should generate a daily total for the receipts issued for the day. This would
enable the daily reconciliation of the payment collected with the amount entered in the
system as 'payment received'. The system should also capture all bank remittance details.
At the end of a period, the system should reconcile them with the bank statements
w. Acceptance of part/advance payment - The system should have the flexibility to accept
full, partial or advance payments. The system should also have the facility to centrally
change these settings from time to time
x. The system should allow generation of reminders by SMS/ letters/emails at specified

dates – before the payment due date, and notices for disconnection, dismantlement
y. System shall be capable to cancel receipt at cash counters due to wrong punching etc.
The details of cancelled receipt to be kept in the system and the same may be printed on
the new receipt also. System should also provide to adjust the payment applied to a
particular account in case errors are detected at a later stage, e.g. payment getting applied
to a wrong customer
z. System should support group payment facility for acceptance of one single payment for
set of consumer accounts. System should generate reconciliation reports for the same.
System must be capable of handling centralized or decentralized payment processing.
System must be able to generate & send SMS/Email automatically to customer for every
payment received as per the requirement and directions of utility.
125
aa. All payments should be associated with the login-id of the cashier or person who operates
the cash counter. Each payment should include machine ID, Payment centre codes at
which they were received, unique receipt number. System should have the flexibility of
reversal of payments in case of cheque dishonour. Blocking of further payment by cheque
till a defined timeframe.
bb. System should have the logic of defining the distribution of the payments against the bills
based on the specific order or as defined by utility like Tax, Interest, Revenue etc. System
should generate centralized collection report and closing of collection process (cash
book) on daily basis with relevant approval. System should support monthly payment.
1.1.3 Disconnection and Reconnection
The module must cater to the following business processes requirements:
⮚ System should be capable to manage, monitor and execute the dunning and disconnection
related activities.
⮚ The proposed solution shall have the provision to identify the consumers liable for
disconnection and shall have provision to generate notice and send to consumers by post,
email, SMS wherever applicable or any other information channel and direct disconnection
order.
⮚ It will send system-based email and SMS alerts to consumer regarding low credit limit, Zero
credit balance, dunning and disconnection order.
⮚ System shall support Voluntary Disconnection activities.
⮚ The system shall have work flow-based rules for temporary disconnected, deemed
disconnected and permanent disconnected consumers as per the practices of utilities for
adjustment of deposit, preparation of final bill and write-offs.
⮚ The system shall have facility to push the disconnection list and reconnection list to the
system/portal/mobile apps for implementing disconnection and reconnection as per the
practices of utilities.
⮚ The system should be able to track reasons for failure of disconnection/dismantlement and
escalate the case to a user-defined higher authority.
⮚ The system shall generate a report if the disconnected consumers are not paying the dues after
disconnection within a period specified by utility.
⮚ The system shall have provisions to transfer dues/security deposit from one connection to
another connection(s) including transfer of dues/security deposit of disconnected connections
to other live connections of the same owner.
⮚ System should be capable of generating the list of bill payment defaulter consumers as per
various criteria on need basis.
⮚ System should be capable to accept report of action taken on defaulted consumers and remind
further action required to be taken during specified period – to be discussed
⮚ The system should recognize payment received on real time basis and shall be able to raise
exceptions for disconnected customers accordingly, so that the field staff can be informed on
payments made after the disconnection list has been generated, to avoid unnecessary trips to
the customer premises.
126
⮚ Auto generation of reconnection list, and facility to bulk updation on a single screen as per the
requirement of the company
⮚ Support Automatic Recovery process viz, Final bill with adjustment of deposits or arrears
once the installation is disconnected for payment default and cancellation of
recovery/disconnection process on receipt of payment before the expiry of termination notice
1.2 Customer Relation Management Module
This module must cater to the following business processes requirements:
1. New connection process includes different types of connections e.g., permanent connection,
temporary connection, special cases like instant connections, camp connections, puja
connections, government quarter connections etc. as per the requirements of utility
2. Change processes including change of name, load, ownership, government quarter
occupancy changes etc
3. Other conditions include change of category, nature of connection, tariff etc. and/or its
combinations
4. Different processes like meter burnt, meter stolen, meter shifting or other deposit works etc.
as per practices of utility
5. Master data creation and updates for consumers, meters etc. must seamlessly integrate with
MDM system without any need for intervention by the user
6. Verification process shall have a procedure of uploading scanned documents for further
processing of new connection application and will be managed accordingly by the DMS
module
7. All applications, quotations, site inspection, payments etc activities related to the above-
mentioned procedures is to be managed under the module and should be viable through web
portal/app/govt linked sites/site offices
8. Consumer can track the status of the applications and also receive email, SMS alerts on each
application stage and status of application
9. There should be an option of online Grievance handling mechanism where the consumer can
docket the complaints (such as power outage complaint, high bill complaint, request to
change the information etc) online through docketing, app, web portals etc and the docket is
forwarded to the concerned official for proper redressal and the update regarding the same
should be available in the system. There should be tracking mechanism to check the status of
complaint
10. Should have automated workflows for contact management, case management, Activity
Management, shared contacts, appointment management, document and file management
etc.
11. Should have client interaction tracking features like customer segmentation, customer
profiling, interaction management, payment management etc
12. Notifications to reference the electronic transactions that exchange with third parties when:
i) They need information about a customer
ii) They need to change something about a customer
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13. When a notification is received by the Utility, the system responds by creating a workflow
process. The workflow process contains workflow events. These events perform the
processing necessary to execute the notification.
14. The system periodically monitors how much your customers owe to ensure they haven't
violated overdue rules. When a violation is detected, the system creates an overdue process.
The overdue process contains the events meant to prod the customer to pay (e.g., letters,
disconnect field activities, To Do entries, write-off outstanding debt, etc.).
15. Should have comprehensive marketing and campaign management including but not limited
to; campaign design, batch email marketing, auto responder, email tracking, triggered email,
customer targeting, campaign analysis, campaign delivery etc.
16. Should have workflow automation and employee management capabilities including but not
limited to; group calendar, task scheduling and tracking, performance tracking, employee
records, organizational hierarchy, workflow management, social CRM etc.
17. Should have strong analytical capabilities including but not limited to; sales intelligence,
sales reporting, sales forecasting, activity dashboard, revenue cycle modeling, business
intelligence etc
18. Should have knowledge management capabilities such as document creation, knowledge
creation workflows, advanced search capabilities etc.
19. System should be able to integrate business processes involving customer touch points from
various systems such as ERP, OMS, RMS, GIS, Web, Mobile, Field workforce management
etc. act as central repository for customer information, analyze the data using data mining and
other technologies to feed actionable insights to operations and business teams
20. System should be able to predict call center volume from 1 day to 14 days in advance to inform
scheduling.
21. Should be able to predict times and conditions of customer complaints down to the individual
customer and address them proactively with automated notifications.
22. Should have an inbuilt web-based bot tool which uses Artificial intelligence to answer
customer questions as they type.
23. The system should be linked through mobile SMS in a “closed user group” to breakdown /
mobile maintenance staff. Immediately upon receipt of a no-supply complaint, an SMS will be
sent by CC centre to the breakdown/ mobile maintenance staff for fault restoration. After
restoration of the fault, the breakdown staff will close the complaint at the CC centre.
24. System should be able to maintain various complaint types along with the escalation matrix.
The system should allow configuration of SLAs.
1.3 Web/ Mobile-based portal and apps
The System integrator shall provide a website portal and a mobile application (for smart phone and
tablet devices using latest and commonly available browsers and operating systems and platforms) using
which customer/utility users can readily access to the relevant services provided by the utility to their
consumers. The mobile applications should have backward compatibility up to last 4 major versions.
Also, when a new Android/iOS version is released during project duration, the application should be
made compatible with that version without any extra cost.
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The Apps/ Portal developed should have the following basic characteristics and features:
a) The platforms used for development of mobile apps should support development of Hybrid
Applications/Native Apps.
b) User Interface and User Experience of portal/ mobile App is to be designed to ensure that the
service is user friendly.
c) Design of consistent visual elements and Web Portal & Mobile Apps architecture that is
scalable and expandable.
d) Resolution independent portal/ Mobile Apps that will automatically expand/compress itself
as per the device screen resolution and should be as per standards of W3C.
e) Delivery of mobile applications should be in the form of a published mobile application on

Android mobile phone
f) Integration with any existing applications through SOA (service oriented architecture) - Web
services/API/ JSON, Social Media platform, etc.
g) The solution Framework, tools, technology of portal/ mobile App Development platform
should be submitted along with technical proposal and should be able to address the future
scalability requirements, in terms of both application (to add new services) and infrastructure
and backend.
h) The mobile Apps should provide an update feature in case of newly published version.
i) The mobile applications will be hosted on mobile applications platforms (App store, Play
store, Microsoft etc.) whereas the web portal/application and services and related APIs will be
hosted on servers/ cloud environment.
j) Provide technical documentation, design, architecture, technology, tools etc. which will be
used to develop Mobile Apps / Portal
k) Integrate with the backend systems (user profile and registration, authentication, application
processing, push notifications, etc.).
l) The data must be fetched from predefined data in central database and all the data should be
directly updated to the central database
m) The complete solution proposed must be SOA compliant and preferably based on secured
open standards.
n) Vendor should have experience in hosting the mobile Apps and updating new versions as and
when required. Vendor should provide all the details and should be part of technical proposal.
o) Mobile applications developed on development platform provided by the bidder should run
on all types of handsets/TAB/Smart phone existing as well as new handsets coming in the
market. The bidder shall provide upgrades/patches etc.
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p) The platform should provide the means to manage subscriptions of push notification services,
etc.
q) Mobile applications to be implemented in pursuance to the International & industry standard

implementation standards and procedure for successful implementation of the project.
A. Utility User Interface
User interface for utility shall have ability for at least the following functionality:
a) Enable the user to see how different options within a rate affect costs.
b) Enable the user to see how adjusting load or consumption levels or shifting them to different
time periods influences costs.
c) Display meter data at a user defined configurable cycle that allows authorized users to view
energy usage patterns and the data behind them for selected consumers.
d) Allow authorized users to view metered data, initiate and view reports, modify configurations,
and initiate and update service requests.
e) Display the energy usage profile for a single meter or group of meters. The load profile shall
illustrate energy consumption and peak demand in user defined intervals for a user-specified
time period.
f) The UI shall support a configurable utility dashboard for Operations and Utility Management
g) User management with roles and access rights
h) GUI to provide role-based access based on user identity and user role. Shall have following
types of users:
● Administrator
● Operator
● Field staff
● Viewer/Guest
i) Option to send marketing messages and notification to select consumers or selected category
of consumers
j) Facility to enable or disable existing functionalities/sections of App/Portal for consumers use.
k) Authorized representative to be enabled for consumer engagement analytics. The analytics to
be configurable/ generated with minimal database skill and nil programming requirements.
l) Representative to be able to generate various reports at different intervals the various report.
It shall be also possible to export the report data in multiple formats such as XLS, CSV format,
etc.
m) Provide consumer interactions history to enable efficient consumer complaints and queries
resolution with consumer information in single screen.
n) Information access through a single screen required for Consumer, Meter, billing and Payment
history. Details like consumer name, address, consumption history, payment history, billing
history, load survey data, interaction history, complaints status, area details, indexing with
Network details etc. should be readily and easily visible
o) Integration with heterogeneous systems and MDMS to provide the consumer profile like
Energy consumption, billing status, payment status, Prepaid Smart Meter recharge and other
requisite inputs
p) Integration with heterogeneous systems and MDMS to provide specific reports as per the
requirement of Utility
q) Dynamic dashboard with notification to Users based on role assigned on Revenue related
cases-
● Pending New Connections
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● Defective Meter Replacement

● Pending Disconnections
● Unbilled
● Provisioning of System for monitoring
● Misuse of Tariff,
● Theft Consumer Analysis,
● Power Interruptions,
● Load violation
r) Provision of the details of consumer through different inputs like Consumer Account No,
Meter No, Consumer Name, Email-ID, Mobile No etc.
s) Shall run in integration with GIS, outage management, billing, mobile application, Web
Service, and other systems required by utility
t) Integration between CRM for complaints reference and resolution status
u) The SI shall provide minimum 3 types of Dynamic Reporting
● Operational
● MIS
● Random Ad-hoc Query based with selection of criteria
v) Compare total energy costs on one rate schedule vs. one or many alternative rates.
w) Enable the user to see how different options within a rate affect costs.
x) Enable the user to see how adjusting load or consumption levels or shifting them to different
time periods influences costs.
y) Configure the look, feel, and functionality of the MDM in accordance with business needs,
business processes, and business conventions. (E.g., GUI, content, look and feel of screens,
validation rules, exception handling, etc.).
z) Ability to set up alarm and event notifications that can be directed to a combination of
configurable email addresses, cellular text messages.
aa) UI shall enable viewing of the credit amount updated in MDM for prepaid consumers.
B. Field Activity and Workforce Management Mobile solutions
a) The SI should provide an admin portal and a mobile application (for smart phone and tablet
devices using latest and commonly available browsers and operating systems and platforms)
using which field workers can execute work orders, asset management and service orders
b) Provision of completing field activities and updation through processes like Meter feeding,
Disconnection, Reconnection, New Connection, and other attribute change through access to
system processes from field sites using mobility solutions for Field Activity and Work Force
Management Apps.
c) Ability to electronically initiate, assign, and track both pre-defined and user-defined work
requests against an asset and track from inception through completion with a flexible, easily
managed workflow process
d) User has ability to create work orders directly from service requests or otherwise.
Attach multiple electronic documents and photographs to a work request for accessing
necessary information as related to the asset
e) User should be able to highlight, bookmark digital documents for future use and leverage in
day-to-day work.
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f) Recurring preventive maintenance (PM) activities can be scheduled on specified dates, days of
the week, days of the month, and may be created based on rules for events, time, etc.
g) Functionality includes access to GIS generated maps, completing work requests, entering
resources, creation of assets, editing of assets including location and attributes, and creation of
a work request
h) Automation of email notifications and/or alerts as: reminders for tracking expiring agreements,
warranties, and maintenance renewals; when a task/work request is assigned to an employee; at
material reorder points
i) Field ability to remotely pull up the complete history of an asset. Field ability to update or add
asset management data.
j) System has asset hierarchy that can include locations, sub locations, parent assets and child
assets.
k) Produce, track and maintain warranty information, maintenance renewals, and generate
inspections on all assets, along with the ability to issue preventive maintenance work requests
l) Maintenance triggers and schedule based on customer defined parameters such as warranty
expiration, usage hours, asset age, etc.
m) Ability to easily view the history of work performed on an asset, the resources used and the cost
as well as a summary of the total cost of maintaining an asset
n) Ability to connect with barcode readers, RFID tags and QR codes to update the asset audit
information.
o) Vendor will provide list of compatible RFIDs, QR code or Bar Code systems
p) Ability to Keep track of all inventory across multiple locations.
q) System has integrated warehouse inventory management with the work order system, so that
materials checked out of a warehouse are associated with a work order.
r) Capture time entry direct from field staff with direct integration with timekeeping system.
s) Provides an interface to access various guides and documents for completing the work in the
field
t) Ability to create custom reports.
u) Ability to export data to MS Excel, as a CSV (comma separated value) file and in other common
formats
v) Map viewer should provide tools to users for performing basic geographic and EAM related
tasks: for example, calculating measurements, determining relationships between assets, work
orders and service requests
w) Provide a web-based portal for city employees (internal customers) to create and submit requests
for service.
x) Integrated with Customer/Citizen portal (external portal) creating service requests that would
be visible to the admin to assign / change to a work order.
C. Consumer Portal/ App
Utility intends to provide value added services using the deployment of proposed system and
data analytics to the extent possible to enhance customer experience and customer engagement.
Consumer portal and mobile application shall cover all consumer categories and category
specific features as applicable prior to operational Go-Live. These apps shall have provision to
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enable features required to facilitate consumer participation in Demand Response programs

which the utility may choose to roll out in future. The consumer web portal and the mobile
application (for smartphone and tablet devices using latest and commonly available browsers
and operating systems and platforms) shall provide consumers, ready access to features extended
by MDM. The Solution shall integrate via a user-friendly graphical interface. It shall facilitate
self service capabilities such as usage management, billing, service requests, participation in
energy efficiency programs etc. It shall be noted that the Consumer Portal / App acts as the
bridge between the consumers touch point and the existing utility Customer Care and Billing
Systems. It does not replace these legacy systems in place.
Following features shall be supported by Portal / Mobile app:
1. The mobile app and web portal shall support all device form factors such as mobile, tablet,
desktop etc. by recognizing the device details automatically.
2. It shall be OS agnostic to operating system and devices (iOS, Android, etc.)
3. It shall work on all standard browsers such as Internet Explorer (IE), Chrome, Safari,
Firefox etc.
4. The application should be modular and scalable COTS/ Bespoke product.
5. The application should be for better user experience.
6. It shall support multiple languages viz Hindi, English and local language(s). Also,
notifications should be sent to consumers in local languages.
7. The user experience of the citizen on the Portal and App shall be similar in terms of look
and feel, navigation, menu and access to preferences and other data.
8. Menu should have navigation options, not limited to, Home, Settings, Recharge, notification
preferences, usage rates, change password, terms and conditions, privacy policy, sign out.
9. It shall have search functionality across all the pages.
10. Software patches, updates, and version upgrades, when they become available for general
release, should be part of ongoing support and maintenance services.
Functional Requirements of Consumer Portal/ App
Web portal and Mobile app for consumers should have minimum following functionalities:
1. The consumer portal/app shall have a landing Home page. This page shall provide a brief
description about the Utility, any promotional features or advertisement for special programs
can be placed in this page. Login Component is provided, and registered users may login
using their username and password. New Users can also register by clicking on the First
Time Users Register link. The Forgot Password link helps the user to retrieve their password.
New users can register by providing their personal information and setting up of security
answers. Forgot passwords can be retrieved or reset using OTP through registered mobile
number or through email address. The registered users can change their password and
account information as well as registered mobile number through OTP feature.
2. The consumer portal/app shall provide consumers with access to consumer ID, meter ID,
meter type and name plate details, besides other account information such as account name,
address, balance, due, status etc. Any status message pertaining to the account/s viz.
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alerts/actions shall be displayed here. It shall also provide current and historical consumption
in graphical formats for at least 12 months. A more detailed analysis can be provided in a
tabular format listing meter reading date, reading, consumption, charges, selected period etc.
Consumers shall be able to view interval data, outage flags, voltage, power quality
3. Indications, existing tariffs and incentives for selected period. Information about different
consumer engagement programs shall also be displayed here.
4. The portal/app shall have the ability to provide option for registering in online/paper billing
to the consumer. There shall be a bill summary page that shall display bill information in
summary and also option for detailed view and download in pdf format if required by
consumer. The use shall be able to pay bill for single and multiple accounts.
5. The application should support integration with multiple Payment Gateway
Aggregators for different payment modes like online banking, Credit Card,
Debit Card, Wallet, BBPS, UPI etc. to allow consumer payments through digital
mode.
6. The portal/app shall be integrated with existing helpdesk of the utility and can provide option
for recording service requests/complaints lodged by the consumer as new connection,
disconnection, load change, category change, meter shifting etc. The user can view the
service request status. The user can register complaints viz. power failure, faulty meter,
streetlight outage etc. There shall be option to track status of service requests.
7. Mobile App and Web Portal shall facilitate Chat-bot functionality of the utility’s Help Desk.
The portal/ App shall support configuration of notification types via email/ SMS/
message/automated call (through utility IVRS), of configured alarms & events.
8. Integration with billing software and other applications to be ensured for requisite data
authenticity
9. The consumer Portal/ App shall have the ability to provide the consumer near real time
online views of both usage and cost differentiating high energy usage periods, helping
consumers to understand electricity usage and cost information, alerts and notifications and
energy savings tips with different levels of detail. The Portal/ App shall support the view for
past electricity usage, last week’s, yesterday’s, current days or other period etc. as per
selection as well as voltage and power quality indications. The portal/ app shall provide user
friendly access to consumer for their data via graphs and charts and can download the data
into a spreadsheet.
10. The portal/app shall provide option to the consumer to view/download online bill. There
shall be a bill summary page that shall display bill information in summary and option for
detailed view and download in pdf format. The user shall be able to pay bill for single and
multiple accounts.
11. The portal/app shall also provide platform for implementation of peak load management
functionality by providing existing tariff & incentives rates, participation options etc. The
portal/app shall also provide consumers with interval data, flags, voltage, power quality
indications etc. Show outage information in map view.
12. There should be different UI and landing pages for different type of consumers as per the
need of utility.
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13. User interface to access & update consumer’s data for all authorized consumers shall have
ability for at least the following functionality:
a) View metered data, monthly average usage, current monthly consumption, maximum
demand and other reports
a. View data according to Time of Use (ToU), day, week, month, year and season etc.
b. Update profile information such as mobile number/email etc.
c. Guest user account/multi-user account access facility for consumer convenience
d. Initiate request for connection/disconnection
e. Initiate request to switch between pre-paid and post-paid mode
f. Initiate service requests for maximum demand updating meter checking etc.
g. Initiate complaints such as Meter not working, supply off etc.
b) In case on net-metering consumers, user can view data for both import & export data
c) Can view recharge history, present balance, next possible recharge date and amount etc.
d) Historical energy consumption and energy charges during the desired period
e) Facility to recharge their account through the payment gateway facilitated by the utility.
f) Master data information of consumer - identification no., meter ID, name plate details, make,
type i.e., 1 Phase or 3 Phase, etc. (as per requirement of Utility) shall be available
D. Web Based Information / Monitoring Systems with Mobile App for Officers
a) SI shall develop an application which include feature of both Web-App and Native Mobile
App for Discom Officials.
b) The Application shall be based on the four pillars:
i. Information provided by the Field Level Officers through this Application
ii. Information extracted from the existing database servers of Discom
iii. Information which is provided as targets by the Corporate Office through this
Application
iv. Information which is computed through information provided in (i), (ii) & (iii) i.e.
analytics through What-If (Scenario Analysis)
c) The Agency shall develop a feature in Application which will enable filling of information
in set time periods for field level officers and target to be filled by Corporate Office.
d) The agency shall develop a feature in application which will enable Fault Rectification
Team (FRT) to provide an input on the complaints received for the resolution. FRT shall
receive the complaints assigned for the rectification. Each complaint shall have Turn
Around Time (TAT) response.
e) Level of approval shall be added for the information from the field before being integrated
to the total system.
f) Agency shall have to design the proper analytic computations for various other fields.
g) The Information shall be compiled at various levels and adequate dashboard for various
levels shall be created.
h) The information shall be collated in the intermediate database server which shall be taken
up by Agency
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E. Other application required to be loaded on ANDROID Based Mobile Devices
a) Capturing details of asset replacement like Meter, Transformer, CT/PT etc.

b) Estimation of bill of material during new connection process.
c) Consumer complaint and theft / un-authorized use, recording/photography d)
Communication module to exchange real-time messages between the subdivision
and device.
d) Mobile app for MIS Information
e) Mobile App’s for displaying the information with required functionalities obtained
by integrating with existing systems
f) Mobile apps for vigilance, MRT & Audit Teams.
g) Any other apps as desired from time to time by Discom shall be developed by the
bidder without any extra cost.
1.4 Energy Audit Module
Energy Audit is a technique to establish the pattern of energy use and identify how and where
the losses are occurring.
The energy audit module should support all below mentioned tasks but not limited to:
⮚ Energy input to the system
⮚ Energy utilized / sold (Energy sales).
⮚ Energy losses in the system.
⮚ To assess the efficiency of the system.
⮚ To identify the area of high T&D losses
⮚ To assess the extent of theft & pilferage
⮚ To take appropriate steps for making the system technically more efficient and financially
sustainable.
The Energy Audit Module must support following functionalities:
⮚ Capture and maintain hierarchical view of energy accounting.

⮚ The system must collect energy flow data from the metering module. The manual entry of
data should not be allowed except in the exceptional circumstances.
⮚ The system should be able to check energy balance between HV side and LV side of any
Substation to ensure all the meters are working properly and can calculate bus bar losses and
transformation losses in the substation along with the help of Integration with System Meter
data acquisition module.
⮚ To identify HT losses and DT losses, the system should be able to make balance 11 KV feeder
flow against consumption of HT consumers and DTs in the feeder through integration. For
faulty or no metering connections system shall able to generate HT and DT losses as per by
the practice of utility.
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⮚ The system should be able to regroup the DTs / 11KV Feeders based on changed network
configuration by changing in power flow logic due to network reconfiguration with time
stamping. The energy consumption data at the time of network reconfiguration should be
recorded by system for energy accounting. If the consumption data on meter should not
recording on line data, then the closest to the reconfiguration time should be taken for
consideration.
⮚ The system must give energy audit reports for all the levels of distribution system for
individual month and on rolling basis for one year or as per the practice of utility.
⮚ These energy audit reports shall clearly bring out the technical losses at Feeder level and DT
level through detailed analysis of supply side energy data and corresponding aggregated
consumption data of connected consumers to perform dt/feeder wise energy audit for
configurable period. in this analysis it must factor in data of energy export from net-metered
consumers
⮚ Each consumer under a Utility is to be uniquely identified and coded with a convention in
consultation with the concerned utility. The solution should link the consumer to DTC, DTC
to Feeder and Feeder to Sub Station. Proper consumer indexing is to be ensured.
⮚ The system shall enable capturing of consumption recorded at DT, Feeder, Sub Station,
Boundary meters for arriving at the Total Energy Input at various hierarchies for calculation
of energy loses.
⮚ The Energy audit reports as per the formulas provided shall have facility to arrive at the
assessed energy if any as specified by Utility. The Drill Down Energy Dashboard shall
facilitate drill down up to the lowest Level as per the requirements of Utility.
⮚ The module shall have various standard and adhoc reports for displaying the energy losses at
various levels.
⮚ Energy audit must include all the data obtained from all the monitoring points and the abstract
energy report along with all audit details shall be made available for display of the same in
dashboards, pre-defined reports, graphs, pushed to mobile apps, published on portals,
exchanged with central and other state agencies as and when authorized and intimated by
Utility.
⮚ The Software shall facilitate integration with existing feeder monitoring system of Utility and
future systems that shall be deployed for AMR/AMI/SCADA systems.
⮚ The energy audit parameters and details shall also be displaced on google maps/GIS maps
with various options and filters for display. The system should be able to calculate the
estimated technical and commercial losses in every part of the network via integration with
GIS, AMI, AMR, DMS, OMS and other modules of the proposed solution stack.
Energy Audit Reporting:

Perform DT/Feeder/ Sub-Division/ Division/ Circle wise energy audit for configurable
period. These energy audit reports shall clearly bring out the technical and commercial losses through
detailed analysis of supply side energy data and corresponding aggregated consumption data of
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connected consumers. In this analysis it must factor in data of energy export from net-metered
consumers. The automated audit should include but not limited to:
i. A daily automatic feeder loss (Feeder Head reading minus summation of all DT meters
readings)
ii. Automatic LT Energy loss (DT meter reading minus summation of readings of all those
consumer meters served by the selected DT) would be reported
iii. Billing and collection efficiency
iv. Identify the top [X] best as well as worst performing feeders and DTs
a) Display consumption/load profiles by configurable period (15/30 min, hour, day, month,
year etc.) day type (weekday, weekend, holiday, festival wise etc.) and by tariff, consumer
type (hospitals, schools, govt. offices, multiplexes, commercial, residential, industrial etc.),
or any user specified collection of meters.
b) Generate peak & off-peak load patterns by aggregating all loads of consumer
group/consumer type/DT/Feeder over configurable period/day type.
c) Perform load analysis for different groups and categories of consumers in different weather
conditions.
d) Ability to provide the data to load forecasting, load research or demand response
applications (based on use cases provided in Annexure H) and perform error management
such as missed reads and intermittent meter reads before sharing data with load forecasting,
load research or demand response
e) Ability to configure the system to effectively visualize consumption trends, identify
unusual patterns, and visualize load analysis to understand which assets are being over
utilized.
f) Analyzing data to identify new patterns of usage, Setting fraud alert / transformer overload
alerts / demand – supply gap alert etc.
g) Ability to receive and store outage and restoration event data from Smart Meters and outage
systems and to log all such events for analysis and also support calculation of compensation
payments for sustained outages. Five reliability indices shall be calculated,
i. System Average Interruption Duration Index (SAIDI), which is sum of all consumer
interruption durations in a given period over total number of consumers served.
ii. System Average Interruption Frequency Index (SAIFI), which is the total number of
sustained interruptions in a given period over total number of consumers served.
iii. Consumer Average Interruption Duration Index (CAIDI), which is sum of all consumer
interruption durations in a given period over the total number of sustained interruptions
in that given period
iv. Consumer Average Interruption Frequency Index (CAIFI), which is the total number of
sustained interruptions in a given period over the total number of distinct consumers
interrupted in that given period
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v. Momentary Average Interruption Frequency Index (MAIFI), which is the total number
of consumer interruptions less than the defined time (1 or 5 minutes) over the total
number of consumers served
These reliability indices shall be calculated for each month, for individual
feeders and aggregated annually for the whole utility. The source data for
outage shall be last gasp / first breath messages from DT/Feeder level meters
or the power outage/restoration events logged by these meters. These
computations shall be independent of similar computations made by any
OMS application.
h) Ability to alerts on DT/ Feeder level overvoltage & back-to normal event and
under-voltage and back-to-normal events. Based on these alerts the system
should calculate the duration in which the DT/Feeder remained outside the
nominal zone of defined voltage. Similar calculations should be allowed for
power factor and current unbalance.
i) Identify & visualize poor performing assets such as feeder/DT on multiple
criteria such as energy losses, outage duration etc. through appropriate colour
coding depending on severity thresholds.
j) Analyse data of net-metering consumers to identify patterns of energy export
to grid on hourly/weekly/monthly/yearly basis.
k) Reporting Function:
The Report function shall enable the Utility to deliver reports in standard
digital format such as PDF, Excel, etc. All queries for report generation shall
be made through user driven drop down menu through GUI of Utility user
interface. The Utility shall provide example queries to support internal report
generation needs. The GUI shall have provisions to set up or change report
delivery to configurable email addresses, network file directories, ftp sites or
printer systems without modifying source program code and without any
proprietary language skills.
The SI shall generate following reports (an indicative list only). Utility may
request for additional reports as well during the contract period.
(i) Daily data collection report
(ii) Usage exceptions
(iii) Missing interval Read date and times (on hourly, daily, weekly & monthly
basis) and their trends
(iv) Physical meter events (install, remove, connect, disconnect) & meter reset
report
(v) Meter flags
(vi) Meter inventory
(vii) Defective meters
(viii) AMI performance measurements
(ix) Threshold exception
(x) DT condition monitoring
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(xi) MIS reports and analytical reports including but not limited to following:
― Payment collection summary and details in a day/week/month/year or as
per user selectable period and trends
― Number / list of disconnected consumers due to inadequate prepaid
account balance
― Prepaid consumers running low on account balance
― Connected consumers
― Critical notifications sent to consumers
― Revenue analytics as per consumption pattern of consumers (in terms of
money and energy units). This shall also include automatic compensation
payments by Utility to consumers for sustained outages, if implemented
― Data-driven Analytics reports by leveraging AI/ML based technologies
Following high level reports for Utility Management shall be generated automatically at
specified frequencies to help management with business decisions. <Below is an example of
reports that may be generated. These reports should be defined and agreed by the PSPCL>
Category Report Frequency
Energy Audit Report (DT/ Feeder / Sub- Division/
Division/ Circle wise) in contiguous electrical
locations:
⮚ A daily automatic feeder loss report (Feeder
Head reading minus summation of all DT Daily, Monthly and User
meters readings) Selectable Time Period
Energy
⮚ Automatic LT Energy loss report (DT meter with configurable near
Audit
reading minus summation of readings of all real time alerts for
those consumer meters served by the exceeding defined loss
selected DT) would be reported threshold
⮚ Billing and collection efficiency
⮚ Identify the top [X] best as well as worst
performing feeders and DTs
SAIFI and SAIDI; CAIFI and CAIDI;
MAIFI of the feeder(s) and connected consumers Daily, Monthly and User
Reliability would be tracked to measure the improvement Selectable Time Period
Indices in the same overtime and establishing reference
levels
Daily, Monthly and User
DT Loading (Categorize DT as overloaded,
Selectable Time Period
optimally loaded, near optimal, under loaded)
with configurable near
real time alerts
Load Load recording (Consumers): Actual Daily, Monthly and User
Manageme consumption recorded higher than the Selectable Time Period
nt sanctioned load identifying the top [X] with configurable near
consumers real time alerts
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Load Management Report (Identify top Monthly and User

overloaded DTs) and load rise trend Selectable Time Period
Category Report Frequency
Voltage Deviation Index and Frequency Selectable Time Period
Deviation Index (DT/ Feeder) with configurable near
real time alerts
POWER Low Power Factor (DT/ Feeder) Selectable Time Period
QUALITY with configurable near
real time alerts
Meter Current Unbalance (DT/ Feeder) Selectable Time Period
with configurable near
real time alerts
Tamper Alert: as per IS 15959 Part 2

Daily, Monthly and
Loss Comparison Consumption (system used to detect User Selectable Time
Analytics & track theft suspects) Period with
Consumption lower than the expected pattern configurable near real
(pattern of previous year applied to the monthly time alerts
average) or monthly average
Summary report on top [X] high loss DTs/
Feeders, top overloaded DTs/ Feeders, Top
Manageme feeders/ DTs with most outages (number and <Monthly and User
nt Summary duration), Top feeders with most power quality Selectable Time
Report issues (over voltage, under voltage, current Period>
(Dashboard unbalance, out of band frequency), DTs with high
s) failure rate
1.5 Management Information System Dashboards and Reports
The system must deliver reports and dashboard is required at different levels of organization i.e. top
management, middle management and sub-division levels. Reports must fulfil the requirements of
decision makers, auditors and executive staff running daily operations.
I. Audit Utility Billing and Collections:
A. Assess whether utility customers are being properly billed for utility services.
1. Verify that usage and billing calculations are accurate.
2. Determine whether utility bills are processed accurately and timely.
3. Review adequacy and accuracy of meter reading process.
4. Assess the utility’s ability to recover amounts owed.
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B. Assess whether customers are responded to within reasonable timeframes.

1. Review potential causes of customer complaints.
2. Assess consistent and equitable treatment of customers.
3. Review adequacy of complaint investigations and those dispositions achieved were
supported and reasonable.
4. Provide recommendations to improve customer services levels.
II. Review processes, procedures, controls, and performance measures for the top
management level’s utility accounts and related customer services.
a. Assess the meter reading, leak detection services, billing, collections, and customer service
functions.
b. Review and evaluate the meter reading, billing and collection processes for efficiency and
effectiveness.
c. Make recommendations on improving operations to provide for better utility operations.
d. Review and evaluate the processes for identifying and resolving exceptions
e. Assess frequency of meter readings and associated processes
f. Evaluate assignment of meter readers to routes (periodic rotation of meter readers on routes)
g. Determine if proper internal controls are in place to comply with city policies and
procedures
h. Review customer payment plan policies and procedures
III. An indicative list of reports to be provided is as under:
1. Reports in specific formats to be submitted to Utility and other similar agencies

2. Energy Audit Reports
3. Daily/weekly and monthly dash boards for top management displaying vital parameters of
the utility
4. Detailed billing data report matching with financial books of accounts showing amount
charged under different components and consumption slabs
5. Billing data report for submission to regulator for aggregate revenue requirement on sub-
division/Division level
6. Report on exception cases like connections unbilled for long duration, abnormal Power
Factor, repetitive provisional bills, frequent load violation cases etc on sub-
division/Division level
7. Report showing opening balance, demand raised during the report period, amount collected
and closing balance for all consumers on sub-division/Division level.
8. Extrapolation report to provide estimated amount of un-billed units consumed on
monthly/quarterly basis
9. Report of walking sequence maintained for consumers
10. Report on Low consumption cases, repetitive unread cases, connections having wide
fluctuations in consumptions etc.
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11. Report on faulty meters replaced and balance pending for replacement
12. Report on various categories of meters installed and balance remaining for replacement.
13. Report classified on department owned and consumer owned meters/transformers
14. List of defaulters based on amount range, age of dues at summarized level and at individual
connection level along with supply status
15. Report on disconnection notices and orders issued and executed
16. Report on reconciliation between sub-ledgers and GL account, Bank reconciliation etc.
17. Collections reports classified under different components and collection like energy, non-
energy, theft etc.
18. Sales reports, Interest Income Report. Report on Security Deposit and Interest on Security
Deposit
19. Report on TDS, instalments granted, paid, outstanding and defaulted instalments
20. Consumer ledger individually and in mass. Component-wise posting and clearing report
21. Report for statutory dues on clearing basis such as electricity tax. Report on cheques
returned
22. Collections pending for accounting and under clarification
23. Reports to facilitate reconciliation of collections at payment counters and amount actually
banked separately for Cash and Cheques
24. Report on consumer master data showing important components of master data such as
Name, address, sub-division, division, connection status, tariff category, sanctioned load,
MRU, Portion etc.
25. Report on new connections added and terminated during report period at summarized level
and at individual connection level.
26. Report on various types of consumer complaints/service requests received, resolved and
pending.
27. Should support real time reporting and monitoring of the system as per the need of the utility
28. Reports should be downloadable in PDF, Excel Files and scheduled with periodic distribution
on emails automatically by the system. Before finalization of MIS requirement and formats,
a thorough study of the existing business process shall be carried out along with the utility.
Based on the organization structure and requirement of decision support system at
organization level, a comprehensive MIS requirement document shall be prepared. The actual
MIS requirement shall be finalized at implementation Stage
1.6 Prepaid Engine
1.6.1 Prepaid Module
1. Prepaid Meter functionality shall include storage of customer information such as

prepayment card information, starting service for a (prepaid) customer,
installing/exchanging meters with debit (prepayment) to credit usage, and storage of meter
reads.
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2. The functionality shall support the prepaid metering example where a prepaid customer
goes to a vendor and purchases credits for their specific-prepaid enabled meter. The vendor
issues the credits in any of the following forms: a prepaid card, a token (to be inserted into
the meter) or a series of numbers (to be keyed into the meter). The meter will allow energy
to flow until their prepayment amount has been exhausted.
3. The system should send low-credit notifications to the consumer when their balance
approaches a pre-configured threshold. Alerts shall initiate on every recharge, low credit
and load connection/disconnection. The alerts shall be posted on the consumer web Portal/
App in real time and sent through email. Consumer should also be alerted through other
mechanisms such as onetime alarm / beep from the meter, LED blinking, message, etc.
4. In addition, a prepaid mobile application functionality shall be provided as a recharge

option for android OS and iOS. The consumer portal/ app, shall enable consumers to
recharge as well as view recharge history, existing balance, daily usage etc.
Any re-conciliation shall be carried out in the Billing System and the same shall be shared
with the MDM for use by the prepayment application.
1.6.2 Prepaid Service Using Advanced Metering Infrastructure (AMI) Meters
1. The Prepaid Service Using AMI Meters shall support the ability for Utility to offer
prepayment options to customers that have a smart or AMI meter installed (i.e. no specific-
prepaid enabled meter is required). The functionality supports the management of daily
charge calculations, communicating with the end customer (e.g. for low balance alerts),
and disconnection when the prepayment balance has been exhausted.
2. The prepayment application shall use determinants such as minimum fixed charges, TOU
tariffs, slab rates, duties & surcharge while calculating consumer credit/balance. Fixed
charge shall be deducted on daily basis irrespective of the consumption, even after
disconnection of supply and adjusted in the next transaction
3. The prepayment application should be able to automatically apply different TOU tariffs for
future date lines, while calculating consumer credits.
1.7 Centralized Customer Care System Including Helpdesk Module
A centralized helpdesk shall act as a single-point-of-contact for all service problems pertaining
to hardware, software & network. The successful bidder shall create and maintain a dedicated
centralized online Help Desk with a telephone number, E-mail and call tracking mechanism that
will resolve problems and answer questions that arise from the use of the offered solution as it
is implemented at utility. Users can log the queries / complaints, which should be resolved as
per the Service Level requirements. The helpdesk queries / complaints can be related to
connectivity, messaging, security, Hardware, Software, configuration and any other issues.
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Help Desk software shall take care of classification, automatic escalation, management, and
status tracking and reporting of incidents as expected by the service level requirements. Status
tracking should be available to users through telephone number as well as online through
software.
a. The Help Desk will respond to and resolve the problems as per the SLA.
b. Problems shall be classified into various levels of priority mentioned in the SLA. The assigned
priority for each problem shall depend upon:
a. The extent of the problem’s impact on the usability of the system
b. The percentage of users affected by the problem.
c. The initial assignment of priorities is the responsibility of the Help Desk’s Problem Manager on
basis of SLA. However, utility can change the priority assigned to a particular problem and the
procedures that exist for escalating a problem to progressively higher management levels, until
agreement is secured.
d. The precise definition of problem priorities should be documented in the Successful bidder’s
SLA.
e. Helpdesk shall troubleshoot on systems (hardware), applications (software), mail related issues,
network related issues, multimedia related issues, server administration, security policies, 3rd
party coordination.
f. After problem resolution, the logged problem in help desk will be closed and notification will
be sent to user for confirmation and rate the customer service on defined parameter in helpdesk.
g. Help Desk shall be responsible for change management like schedule up gradation of hardware
and software components etc. Help Desk will co-ordinate and take approval from utility for the
same and will inform all users for such event in advance.
h. Help Desk shall also be responsible for managing problems/incidents related to LAN at each
node. Help Desk shall ensure timely response and assigning the problem/incident on priority
basis.
Help Desk shall be ITIL compliant & shall implement ITIL compliant help desk processes like
Change Control Procedure, Call Flow Process, Incident & Problem management approach etc. SI
shall utilize help desk tools, which are ITIL complaint and are open for integration with other
enterprise management tools like EMS/NMS system & messaging system.
SI’s Responsibilities regarding Help Desk
1.7.1 Providing Help desk solutions application
The Service desk / help desk module shall include the Solutions application. A solution record is a
predefined response to a problem or commonly asked question. A solution record consists of a
symptom, a cause and a resolution. Solutions can be associated with incident and problem records.
Solutions application is used to create, approve, and manage solution records. A separate
application, Search Solutions, can be used to search for and view solution records.
The Solutions application includes the following features:

i) Ability to specify which solution records should be available to self-service users in the
Search Solutions application.
ii) Ability to specify a Classification for the solution. Ability to indicate a Status for a solution.
A solution record can have one of the following statuses: DRAFT, ACTIVE, or INACTIVE.
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iii) Ability to attach documents or Web sites to a solution record.

iv) Ability to use the Solutions application to change the status of a solution record
Ability to create, update and delete a solution in Solutions Application. FMS Vendor shall
integrate the help desk system with messaging system & EMS/NMS system of utility.
Flow Of Events shall be as follows: Any event triggered should be forwarded to service desk
that submits & updates trouble ticket & also updates status of ticket back to EMS/NMS.
EMS/NMS should automatically forward events to service desk. EMS/NMS operator should
also be able to generate tickets & forward it to helpdesk. Helpdesk personnel must also be able
to update ticket to EMS/NMS.
1.7.2 Hardware and Software Services

1) Provide Level One Support for hardware and software, including incident logging,
assigning incident numbers and dispatching the appropriate support personnel or AMC
vendor to remedy a problem;
2) Prioritize problem resolution in accordance with the severity codes and Service Levels
specified;
3) Provide system status messages, as requested;
4) Maintain the defined help desk operational procedures;
5) Notify designated personnel of systems or equipment failures, or of an emergency;
6) Initiate a problem management record (“PMR”) to document a service outage to include
(for example) date and time opened, description of symptoms, and problem assignment
(Level Two/Level Three), and track and report on problem status, as required;
7) Monitor problem status to facilitate problem closure within defined Service Level criteria
or escalate, as appropriate;
8) Monitor PMR closure, including documented problem resolution;
9) Provide Utility with complete and timely problem status through the problem tracking
system, as requested;
10) Maintain an updated help desk personnel contact listing.
1.7.3 Management Services

i. Provide “ownership-to-resolution” of all help desk calls, monitor and report on the progress
of problem resolution, confirm resolution of the problem with the End User, and log the
final resolution via the problem management system;
ii. Record, analyze and report on calls received by the help desk, including:
a. Call volumes and duration,
b. Incident & Problem trends,
c. Call resolution time.
iii. Assign priorities to problems, queries, and requests based on the guidelines/SLA provided
by Utility;
iv. Monitor and report to Utility on maintenance vendor performance;
v. Provide input to Utility on End User training requirements based on help desk call tracking
and analysis;
vi. Update contact list of users initially provided by Utility
1.7.4 Install/MAC Services (Install Move Add Change)

i. Act as the point-of-contact for install and MAC requests and status; and
ii. Act as the interface for coordinating and scheduling all installations and MACs.
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1.7.5 User oriented Services

i. Provide an interface for user requests, such as new user IDs, address changes, routing
requests, and password changes.
ii. Advise the End User to take reasonable steps to backup information, if possible, prior to
attempting to effect a resolution either by phone or hands-on during Desk Side Support
Service; and
iii. Assist End Users with Office automation and E-mail “how to” and usage questions.
1.7.6 Utility’s Responsibilities regarding Help Desk
i. Help SI define help desk call prioritization guidelines
ii. Provide updated contact listing (as a one-time activity) for use by help desk personnel in
contacting appropriate personnel of utility for assistance/notification,
iii. Assist SI, as requested, in the resolution of problems outside the scope of SI
responsibilities or recurring problems, which are the result of End User error
iv. Provide an adequate level of system authority for all Hardware, Software and resources
for which SI has problem resolution responsibility and communications access
v. Assist SI in the development of help desk operational procedures by providing input to,
and review and approval of, such procedures (this shall be a one-time activity).
1.8 Document Management System
This system would integrate with other modules for overall management of the documents, including
upload, edit, distribution, archival, meta data capturing, search etc.
System implementation must support following functionalities:
a. Adding a new document should be easy and trouble free so that user can upload the document
file at ease
b. User should be able to search for any document that has been uploaded, modified by name,
meta data and parameters and owners etc of linkage with different modules
c. All documents must be protected against theft, loss and tampering
d. The documents must be available in utility’s internal and external portal depending upon
utility’s policy to any user who has access right to it. The system should support defining of
users, groups and roles with access permissions on folders and documents. It should also be
possible easily click-to-distribute documents to select users, user group or even the whole Web
Space
e. Automatic revision control system must be in place that maintains versions automatically,
every time a document is updated. All prior revisions should also be always available such that
the user with appropriate access can view the changes done by the user with username, date
and time
f. The facility of purging prior revisions and permanently deleting stored documents should also
be available to user to protect security of sensitive documents
g. System should support document scanning features such as application based on mobile to
capture documents and scan solution (should be provided by the same OEM), feature to save
different formats, document processing, validation, index building, and image enhancements
h. The system should support to check for quality for the scanned documents so that no unclear
documents are uploaded with a notification to upload it again
i. Solution shall support bulk import of images and documents
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j. Solution shall support comprehensive annotation features like highlighting, underlining, using
sticky notes etc.
k. The system shall allow user to modify, view, print, download the required documents based on
their access rights
l. The system shall have a facility to define password for user login with extensive password
validations like passwords must be of minimum 8 characters, shall be alphanumeric, password
expiry etc.
1.9 Feeder Information System
a) It is intended that certain parameters pertaining to 11 KV Feeders would be captured by the Feeder
In charge / Discom Officers for energy audit, performance monitoring, operation and management.
Agency has to provide both mobile app and web interface for entering the required data, capturing
the inputs, etc. The utility will facilitate historical data to the successful bidder.
b) As Android Smart Phone with GPS capturing capabilities are going to be used, the software solution
should have a GIS module wherein the consumer information, network asset information, any other
information that is captured by the field personnel can be displayed on a GIS map with provision to
edit, update etc. The various elements shall be distinctly depicted with different icons/colour etc. The
main objective shall be to extensively use this module for depicting the consumer information, assets
and for enabling and planning different day to day operation and maintenance activities of the
DISCOM. The cost of the acquiring the necessary licences if required shall be factored into the bid
and the same shall be valid during the tenure of the contract.
c) A mobile app having functionalities to facilitate the field personnel in recording the various network
elements for creating the single line diagram shall be provided. The back-end software shall have
provisions for depicting the Single Line Diagram with options of expansions of LT network up to
consumer level.
d) For capturing the various HT & LT components of the distribution network Feeder wise for creation
and depiction in the form of a Single Line Diagram. The module shall facilitate the authorized
officers in accurately mapping the various branches, sub branches and multiple branches as per the
actual site data. Provision shall be provided to update, edit/relocate or modify any asset captured.
e) Agency has to develop comprehensive MIS reports and Dashboards depicting the various parameters
captured. The Drill down dash boards/MIS Reports shall have data grouping and data agitations at
various levels i.e. DTC, Feeder, Sub Station, Sub Division, Division, Circle, Zone and Discom level.
f) The bidder shall provide both the mobile app and web module in the software to facilitate the various
functionalities of the feeder In-charge. A brief of functionalities but not limited as under:
1.1 Provision to assign, reassign, delete feeder to authorize officer.
1.2 List the consumers, DTC connected to the feeder
1.3 Provision to enter the feeder reading/consumption at varying intervals for assessing the energy
availability, consumption, losses etc. Provision should also be available for fetching reading through
DCU/Modem etc.
1.4 Provision to enter the DTC reading/consumption manually. Provision should also be available for
fetching reading through DCU/Modem etc.
1.5 Provision to Add/Modify/Delete the Feeder information like the meter make, CTPT, initial reading,
status of meters, supply information etc.
1.6 The software shall facilitate the authorized officersin arriving at the energy audit at desired intervals.
1.7 The Data in the mobile app shall reside local and shall assist the authorized officersin monitoring the
critical parameters without the necessity of actually accessing the central server.
1.8 The software shall have alerts, dashboards, remainders to give 360 degree view of the energy
consumption and related parameters for energy audit and monitoring purpose. Any other input and
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reporting formats that are required shall be finalized during the execution stage with the selected
bidder.
1.10 Reconciliation process
Sl no Requirement
1 Decentralized payments & centralized reconciliation
· System to handle centralized payments
· System to handle decentralized payments
· Capable of centralized reconciliation of collection
2 Linking payment to logging id
· System to capture payment details
· Association of logging ids of persons receiving payments
· Association of logging ids of collection centers receiving payments
· Collection should be against specific bills/forms
3 Mandatory reason codes
· Pre-defined reason code embedded for the user for having collected the payments
without bill/form of all instances
4 Code based collection
· Classify collection against standard accounting codes (purpose) and link it with their
respective GL codes
· Output shall be in multiple language Hindi/English
5 Adaptability to different mode of collection
· Capable to receive/Support:
Ø Cash
Ø Cheque
Ø Demand draft
Ø Credit card
Ø Debit card
Ø NEFT/RTGS
Ø Wallets
Ø E-payments
Ø Online transfers/ Net banking
Ø ECS
Ø Advance payments without bill
Ø Third Party Payment Agencies
Ø Single cheque against multiple payment & its track
Ø Automatic information (SMS) on receipt of payment
Ø Mass updating of Hand Receipts(HRT)
Ø Group Billing and Group Payment
Ø Any Where payment (AWP)
6 Daily reconciliation of cash and bank
· Handle daily reconciliation
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Sl no Requirement
· Bank remittance
· Reconciliation with bank statement
· Cash Balance Report/Bank Reconciliation Report
8 Interfacing with special drives
10 System ability to keep track of cancelled receipt
· Capable to cancel receipt before cash close, should not allow to cancel after the cash
collection once the counter is closed.
· Keep details in the system
· Print the same on the new receipt
· Transfer from one account to another account
1.11 System Support with Ticketing
a. The Web based system should have online context sensitive help, user manuals and
centralized ticketing system for Support.
b. The application users shall have provision to raise tickets; a unique ticket number shall
be assigned.
c. The web based application shall have tools to track the ticket number for status update
and resolution.
d. The web based application shall have configurable escalation matrix inbuilt for
escalation of support issues.
e. The web based application shall have dashboards and MIS on the ticket status and
resolution
1.12 Identity Access Management
Identity and access management, or IAM, is the security discipline that makes it possible for the right
entities (people or things) to use the right resources (applications or data) when they need to, without
interference, using the devices they want to use. IAM is comprised of the systems and processes that
allow IT administrators to assign a single digital identity to each entity, authenticate them when they
log in, authorize them to access specified resources, and monitor and manage those identities
throughout their lifecycle.
A. SI shall be responsible for implementation of IAM in case the existing system doesn’t
include IAM and the following requirements shall be met
S.No IDAM Specifications Description
A. User ID Management
Creation and modification of Users data manually or
User ID Creation/
1. automatically based on event and / or workflow or
Modification/ Deletion
script
Locking and Unlocking of Users manually or
2. User ID Lock/Unlock automatically based on event or workflow and mass
lock & unlock
Should be created automatically or manually based on
3. Functional/ Support ID
event or workflow
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4. De-Duplication of user ids Duplicate user-ids should not be allowed

Ability to merge identities in cases where multiple
5. User ID merging
identities are created for a single person
Allows user management to be distributed to users
Delegated User
6. other than administrators, including providing multiple
Administration
granular levels of identity administration permissions
Allows users to assign a delegate while away from the
7. Delegation of authority
office for example, while on vacation
Identity repository for users to know all type of access
8. Single User ID repository user having and eliminate the application-level user ID
management
Provisioning and de- provisioning of users based on
User ID provisioning and de-
9. events such as approval and updation of all dependent
provisioning based on event
target stores
Allows creation/deletion of groups and
10. Group Management
addition/deletion of group members
Allows group creation, deletion and management to be
Delegated Group
11. performed by identified users based on authority
Management
delegation by administrators
Supports addition/deletion of users to group
12. Dynamic Groups
dynamically based on rules or set of rules
B. Password Management
Uses policies to enforce rules related to password
Password policy and
13. complexity, expiry, length, password aging, password
account lockout
composition, password history enforcement etc.
Allows users to manage their passwords and to reset a
14. Self-service password resets forgotten password without the help of an
administrator
15. Password synchronization Synchronization of passwords across managed systems
Administrative password Allows a delegated administrator or helpdesk staff
16.
resets member to reset a password for an end-user
C. Authentication
17. Password authentication
Risk-based authentication uses real-time intelligence to
gain a holistic view of the context behind each login.
18. Risk Based Authentication When a user attempts to sign in, a risk-based
authentication solution analyzes factors such as: Device,
Network, Sensitivity
Token/ biometric/ OTP
19. OTP ( Application, SMS, Hardware and Email)
based Authentication
Supports creation/ updation/ deletion/ assignment/ de-
Role lifecycle management
20. assignment of roles based on requests and / or
based on Approval
workflow
Integration
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Integration with other

21.
legacy systems
Audit & Compliance
22. Sign-on, Sign-off
User: create, update, delete
23.
or disable accounts
Role: create, update, delete
24.
or disable roles
Password changes, resets,
25. challenge response
questions changes
26. Synchronization events
User log activity including
27. successful and failure
attempts
D. Other features
28. Reporting
29. High Availability No single point failure 99.9 % uptime
30. Backup and restore Support for online backup and restore
Supports different encryption methods of selected
31. Encryption
attributes
B. In case the existing system has its own IAM, it shall be integrated with proposed
BILLING solution with the following integrations and compatibility shall be ensured:
1. Proposed billing application should be integrated with IDAM current version of the Discom
2. Proposed billing application should be compatible for integration with future upgrades of
Identity and Access Management
3. The available IDAM product has functionality of Federation which allows different
applications across Clouds to be integrated and access controlled through a single login
pane using single credentials.
4. The IDAM system will protect the BILLING application URL, provide login access and
maintain login session. The bidder will keep arrangement of required dedicated network
bandwidth requirement for access and data flow between Discom DC and BILLING Cloud
facility
5. Proposed BILLING application should support integration using rest & soap base APIs or
directly interface table on some interface database.
6. Proposed BILLING application should support for Single Sign ON.
7. Proposed BILLING application should be able to allocate and assign multiple roles and
multiple offices to a single unique user ID in it’s internal RBAC (Role Based Access
System) and must facilitate role switching within the application based on ID, Designation,
Role and Office parameters passed by IDAM application.
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8. User Creation & User Lifecycle management will be handled by IDAM. BILLING
application will consume and maintain a replica of user repository to remain in sync with
IDAM.
9. All the roles & access privileges will be managed through existing Unified Identity &
Access Management, as per RBAC decided by Discom for the BILLING application.
2. Detailed As-is study and Designing Billing system:
a. SI shall carry out As-Is Study for existing Enterprise Architecture, IT Applications & Solutions,
Utility Business process, Cloud Infrastructure Solutions, End user’s competency etc. along with
requirement gathering workshops to identify the Gaps and areas of improvements in current state
of the Utility. The SI will take the necessary inputs and approval on the formulated As-Is Status
report from Stakeholders/Nodal Officers of Utility.
b. SI will identify and make suggestions on existing IT Applications & Solutions which needs to
be phased out post implementation of the Billing System.
c. SI shall formulate the To-Be Document, Business & Process Design Documents, Technical
Design Documents – HLD & LLD including Data Conversion and Migration Strategy based on
the requirement gathering workshops in line with the Scope of project.
d. SI shall carry out detailed Functional Requirement study, System Requirements Study and
Finalize Business Blueprint Design for Billing System
3. Brief Scope of work
The Scope of Work broadly covers providing a Web Based online Billing system hosted on
Cloud for Metering, Billing, Collection, New Connection & Disconnection, Web Self and
Customer Service, MIS and Energy Accounting for all electricity consumers, including but not
limited to migrating the existing consumers into the proposed new solution along with migration
of existing internal and external integrations and interfaces to the proposed new billing system.
Bidder will comply with all the terms and conditions of this tender, including but not limited to
the broad scope of work of the project as detailed below:
1. The system shall be a scalable COTS/Bespoke product with a published roadmap for
maintenance and support for the specific product and prepaid smart metering, Net-metering,
Energy Auditing etc. modules.
2. To provide the virtual private Cloud based Infrastructure which comprise of the Servers,
Storage and Networking Devices including connectivity for DC and DR in HA mode.
3. The offered cloud should provide inherent capability to scale up on demand to withstand
the peaks without any disturbance in Utility’s business operations.
4. DC and DR will be created on 1:1 basis, DR being exact replica in all senses.
5. To prepare AS IS, TO BE and design documents and get approval from Utility on the same.
The SI is expected to also size the solution properly, gather all requisite requirements from
Utility and ensure that SI is ready in all aspects for Implementation.
6. Provide a system that is secured, scalable and meets the desired high-performance
requirement of an enterprise business system.
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7. To provide a System that at the least meets or exceeds the functional requirements and
performance benchmarks as specified in this tender.
8. To ensure that all the required hardware, software and licenses, if any, satisfy the
requirements of this specification and are suitable for future infrastructure scaling as per
business need and software upgrades as recommended by OEM.
9. To provision the required skilled manpower along with requisite tools and infrastructure for
safe, reliable, proper and correct installation of the required system
10. The entire System/Solution shall be deployed on Cloud. The sizing, installing, deployment,
maintenance, security, up keeping shall be under the scope of the Bidder. The Cloud service
provider shall be Meity empaneled and made available with the empaneled / registered
service providers of Government of India for cloud base services. Latest Cyber Security
Guidelines of CERT-In specified at http://www.cert-in.org.in / NCIIPC/ Ministry of Power
or any other competent authority shall be followed. The copy of agreement shall be made
available before the commencement of work. The generic and specific guidelines issued by
the Central Government IT departments with respect to Hosting, Security, Vulnerability
etc., have to be adopted and implemented during the tenure of the project. Utility shall be
intimated of the cloud hosting and all related agreements and certificates. Bidder should
choose a CSP complying the technical specifications and performance parameters, so that
they can continue with the same CSP throughout the contract period. In case, any
performance degradation or compulsion that leads to change of CSP, the whole migration
cost should be borne by the bidder. Also, the said migration should be completed by the
time frame allowed by Utility. Provisioning of Internet, Minimum 8 MBPS (but bandwidth
allocation should be sufficient to meet the performance parameters) MPLS/VPN links
between existing data center at Utility’s and CSP and the cost shall be borne by the bidder.
Link should be considered for both DC and DR of cloud.
11. The SI will ensure the migration of all the consumer business and technical master data, geo
data and transaction data pertaining to consumer meter reading, billing, collection,
complaints and any other items which may be critical and necessary for being available to
run all the proposed applications, efficiently and effectively. Data migration from the
existing systems through a sustainable system is included in the RFP scope and no payment
shall be made for the same. The bidder has to ensure that no data is lost in the process.
12. The bidder should submit detailed implementation methodology and technical solution for
this project along with names and profiles of the resources being deployed. The
implementation methodology should include the enhancement requirements of the solution
and other integrated systems. The technical solution should include –
a. Technical architecture including proposed internal architecture and existing
systems required to be integrated
b. Approach on DC and DR replication details
c. Proposed approach on cyber/ data security
d. Complete details of each software and cloud resource including license, processor,
SAN storage etc.
13. To integrate with the existing IT systems of the Utility and keep provisions to undertake future
integrations (using API/SFTP, etc) as per business requirement specified from time to time.
14. The bidder will have to provide online MIS and Management Monitoring dashboard as per the
KPI sets given by Utility (and as modified from time to time). This dashboard should preferably
be based on real-time data, but in any case, the data to be displayed should not be more than
one-day old.
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15. The successful bidder will also provide the System Dashboard which shall have two parts, Part-
1 consisting of standard operational parameters, and Part-2 must display system health
parameters including usage of bandwidth, utilization of storage, memory and other parameters
for application and DB servers, along with Security reports in real time environment for servers
and network.
16. To carry out seamless migration of Consumer Database into the new Billing system along with
all its existing attributes, linkages, codes and full financial and transactional history.
17. To design and develop the logic to consume the meter reads data from the legacy MDAS
Systems and MRIs. This is applicable for the HT and LT High Value Consumers and DT and
Feeder meter modems, for the purpose of facilitating Feeder and DT level Energy Auditing.
18. Ensuring all product and solution deployed are in a secured environment and comply with the
existing secured environment setup (Firewall, Anti-virus etc.) and as per the best practices
19. Audit trail, system activity logs, capturing of IP addresses, Domain Control and Policy
imposition should be provisioned and maintained in the system. Bidder shall develop a system
to flag risks as observed from Audit Trail.
20. Upgrading the software from time to time as per recommended latest versions from the OEM
and as per requirement of Utility, with due intimation of completion of timely upgrade.
21. Maintain Project management, project scheduling, including periodic project reports
(weekly/monthly basis) documenting progress during the contract period.
22. To design the system after thoroughly understanding the As-is business processes and To-Be
business requirements.
23. To prepare and submit all documentation and design, architecture during the various phases of
the Project in hard copy as well as soft copy.
24. Following the standard testing procedures, the bidder must perform various Tests including but
not limited to Simulated Load testing, Performance test, response time test etc. on the System
as part of the user acceptance procedure.
25. To provide the environment and tools for conducting the User Acceptance Testing (UAT) and
sign-off at every stage of project.
26. Provide access to Dev. Ops environment for training and development of Utility officers.
27. To provide engineering and technical assistance during the contract warranty and maintenance
period as stated in the tender.
28. To conduct a detailed Training of Utility’s personnel and provide the Training Material and
User Manuals.
29. Maintain and store data backups as per Utility Backup policy during the period of the contract
and will provide full backup of all installed software applications and consumer database to
Utility on periodic basis.
30. To test and satisfactorily demonstrate restoration of the system from the latest available backup
as directed/required.
31. To do the complete migration from the existing Application to the new System and provide all
necessary support for business activity during this process.
32. To rectify any reported bug during warranty in reasonable time as per SLA.
33. To maintain the health of the System and manage the SLAs during the Implementation and
Support period.
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34. The Bidder will provide 24X7 technical support for the Cloud based services and 12X7 for
business related critical services.
35. The System performance reports should be available for extraction through a web based
interface and Core IT team of DISCOM should have access to the same so that they are able to
monitor & extract the system performance reports themselves without intervention of SI, since
these are to be used for checking compliance with the SLA(Service Level Agreement) and
levying of penalty in case of breach/delay from timelines given in SLA.
36. To extend support to Utility or any Auditor appointed by Utility for conducting Audits with
respect to Software compliance, design and implementation, System architecture and
Performance, Security and Cyber Security and Network design and security.
37. Integration/interface of the Billing system with UTILITY's other business application systems
like AMI, Spot billing application etc.
38. Bidder will be responsible to provision requisite Network Bandwidth for interconnectivity and
application access to and from cloud. Network bandwidth sizing and capacity to be provisioned
will be decided by the bidder and reviewed by them from time to time on basis of their solution
requirement, user concurrency, and data volume/traffic.
39. The bidders are advised to review the given hardware, check specifications with OEMs, work
out and design feasibility of connecting Utility DC with the bidder’s proposed cloud over
dedicated point to point link for data replication, and share their feasibility and design study as
a part of bid submission. If the bidder wishes to bring in and install some additional/replacement
hardware/software that they may find necessary to install as per their design, they shall be free
to propose the same at their own cost, however this shall be subject to availability of physical
space at DC.
40. Various Reports, Predictive analysis using AI/ML, Business Intelligence Tool for Analytics and
customized MIS dashboard to aid in decision making at various levels of utility.
41. The bidder will propose an appropriate solution for above with following minimum
considerations –
a) The solution shall provide simplified operations, consistent policy management and
visibility that automates the creation of network & security interconnects between data
centres.
b) The solution shall automate and secure cloud connectivity through unified Single pane
of glass for management, visibility, monitoring, and troubleshooting across
environments (cloud & on-premise)
c) The solution shall provide networking, visibility, and policy-translation functionalities
for workloads deployed across multiple clouds
d) The solution shall provide cloud networking functionalities like user accounts, resource
groups, virtual networks etc.
e) The solution shall provide a comprehensive approach to preventing, detecting, and
rapidly recover from a cyber and ransomware attack.
42. To establish a dedicated Billing System Quality Check Cell, to monitor the quality of the overall
system during the maintenance phase. The main work of this team shall be as follows:
a. Monthly Quality Check of all bills generated through the system and generate
exceptions for necessary actions by UTILITY officials
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b. Develop and fine tune business logics in the system as per the business need of the
Utility’s w.r.t. tariff, metering, billing, collection etc.
43. Bidder will maintain the confidentiality of information and data during and after the completion
of the engagement.
44. Major process flows to be considered for deployment of a solution:
⮚ Agile Software Development Life Cycle (SDLC): To opt for an agile software
development life cycle
⮚ Designing of the system: To support System environments, designing of Security Zones
along with Backup & Recovery, SOAs etc.
⮚ Monitoring: Log, Resource, Cyber Security Monitoring for a robust system.
⮚ Solution Integration
⮚ System Performance measures and Parameters
⮚ Project Management
⮚ Key Resource Planning
⮚ Documentation: Procurement, Implementation & Post Implementation phases
⮚ Software Documentation Standards: consisting of Database, User, System Admin,
Testing and Training documentations etc.
⮚ Testing Scope
⮚ Implementation
⮚ Training & Hand holding
⮚ Post Implementation Support
45. The SI shall comply with all the terms and conditions of this RFP.
46. Bidder will be the single point of contact for implementation, maintenance of application,
software, cloud and Link.
47. To maintain and store data backups and ensure automatic archiving and retention of data as per
Utility’s policy during the period of the contract and provide Utility a copy of same at regular
intervals free of cost.
48. The implementation period shall be for 12 months and the comprehensive O&M period shall be
of 5 years which may be extendable up to (2) two more years (1+1) on the same Terms and
Conditions. Beyond this it can be further extended based on a mutual discussion.
49. The SI has to hand over all the necessary information including the source code and documents
to the Utility after successful completion of the solution
The payment to the SI by the Utility shall be on Per Meter Per Month (PMPM) basis after Go-Live of
the system.
4. Supply, installation, integration, testing and commissioning of:
Billing system together with relevant database, licenses, and other software in conformance to
Industry standards
4.1 General Requirements
a. SI shall prepare and submit a detailed project plan for the software development /customization.
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b. The SI shall deploy a dedicated team experienced in installation, configuration, customization,

integration and testing, implementation, deployment of the proposed Billing system.
c. For customizations which are not part of the functionality of the offered product, SI must keep
level of customization to a bare minimum depending upon offered functionalities and best
practices. This is important to ensure that future upgrades, enhancements, and bug fixes are not
impacted. Every custom development must be documented in detail and the code / script should
be properly annotated with comments.
d. Configuring the specific Billing system modules, third party bolt-on applications, development
of interfaces wherever and whenever necessary.
e. The SI shall ensure that the proposed Billing system provides adequate interfacing mechanisms
(both at the application and data level) with a view to integrate future applications of Utility.
Such interfaces shall follow industry standards such as Application Programming Interface
(API’s) and web services, etc.
f. The SI shall supply and install the application, database and related software, integration tools,
along with the customized source code and requisite licenses. The SI shall also describe and
document the process to be followed for installing and operating the same.
g. The SI shall consider stakeholder inputs when they are finalizing all processes including user
interfaces, mode of data entry, storage and retrieval, output reports, queries, and the application
design as a whole. Essentially it is expected that the SI shall follow a SDLC Agile framework
in implementing the project establishing regular Conference Room Pilots.
h. SI to suggest industry standard best practices for backing up (archiving), purging and restoring
current / future data.
i. The UAT shall be carried out in the Testing environment created. Bidder shall be responsible
for setting up the Testing environment and also for creating / populating the necessary
configuration data as well as master data as would be required for the purpose of UAT.
j. The patches/fixes shall be tested by the support team of SI in Development environment and
subsequently UAT will be done in the Testing environment before they are implemented in
production.
k. SI shall seek OEM’s advice in using high-availability and other database features like
partitioning, performance tuning etc. Database best practices like indexes, custom Partitioning
(using relative merits of range, list, hash, composite partitioning etc.) should be utilized to get
additional performance.
l. SI shall develop purging policy in coordination with Utility to get optimum performance of the
new system.
m. In the new system, as per industry standard practice, for any scanned documents created by user,
images shall be stored outside the Billing system database in a different storage/system as a part
of document management system and only the document link shall be available in the Billing
system database.
4.2 Cloud Solution, IT Infrastructure & Network Solution
The SI should carefully analyze the project requirements related to Cloud based Infrastructure to be
delivered, IT Infrastructure required at various Utility offices, and the SLA criteria while deriving
the right cloud resources. The SI will provide the design document along with details of solution,
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equipment’s, software, throughput, and other services offered with supporting documents. Overall,
the following shall be adhered to.
a) Provide the required compute, memory, and storage required, building the redundancy into the
architecture (including storage) and load balancing to meet the service levels.
b) The initial sizing and provisioning of the Cloud based IT-Infrastructure may be carried out based
on the information provided in RFP document. A detailed assessment / study shall be carried out
by the SI for optimal sizing and provisioning.
c) Based on the growth in user load and transactions in the billing system (peak and non-peak
periods; year-on-year increase), the SI will will ensure providing desired availability to scale up
or scale down the compute, memory, and storage as per the performance requirements of the
solution and meet the SLAs using the auto-scaling features provided by CSP.
d) DR shall be 100% mirror image of the primary site during the DR Drill or Disaster.
e) SI to provision DR drill for a minimum of once in a year. The Cloud based Disaster Recovery
Centre (DRC) shall be made available for a minimum of 15 days on switch over mode at 1:1
redundancy. The DR drill may be conducted twice in a year to check the readiness of the
DRC more frequently in order to mitigate the loss in case disaster occurs at DC site.
Further, the DRC may be available for total 15 days on switchover mode in a year in
two parts 7 days for 1st Drill and 8 days for 2nd drill.
f) In the event of a Primary site failover or switchover, DR site will take over the active role, and
all requests will be routed to that site.
g) The Cloud shall offer dashboard to provide visibility into cloud service to the Utility. The offered
Dashboard should be configurable.
h) DC and DR shall be provided by the service provider.
i) SI shall Should specify DC and DR locations in the proposal.
The following sections detail the requirements of the Cloud Service Provider (CSP).
4.2.1 Cloud Service Providers (CSP)
This section mentions key requirements from the Cloud Service Provider (CSP). SI shall be
responsible to provide the services of CSP.
4.2.1.1 General Conditions
The cloud data centre shall have to comply with requirements of Tier III category which applies
to a concurrently maintainable site infrastructure with redundant capacity components and
multiple independent distribution paths serving the critical environment. All IT equipment shall
be dual powered. The following general conditions will apply:
a) Only MeitY empanelled Cloud services should be used.
b) One of the most critical issues in the Cloud Service implementation is the security of the
data. It is the responsibility of the SI to define the security services that need to be
implemented for their workloads depending on the nature of the applications / data hosted
on the cloud.
c) SI need to ensure that the CSPs facilities/services are compliant to various security standards
and should be verified by third party auditors.
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d) CSP should suitably address all the potential risks and issues in cloud implementation
including data security and privacy, increased complexity in integration with existing
environments, vendor lock-in, application portability between different platforms, exit
management / Transition-Out Services etc.
e) The SI shall be responsible for providing the cloud data centre services. It shall be up to the
SI, to identify the critical service agreements with the concerned cloud data centre provider
in order that the SI can meet and sustain the SLA for the project.
f) All Services including data should be hosted in India
g) Exit Management / Transition-Out Services -The responsibilities of the CSP during the Exit
Management Period need to be agreed upon with the Utility and they should assist the
Utility in migrating the data etc.
h) The responsibilities of CSP/MSP include migration of the data, content, and any other assets
to the new environment or on alternate cloud service provider’s offerings and ensuring
successful deployment and running of the Utility’s Solution on the new infrastructure
i) The SI may also choose to procure the following Managed Services from a Managed Service
Provider (MSP) in addition to the cloud services to handhold the department in managing
the operations on the cloud. The scope of MSP may include:
a. Migration of Existing Applications to Cloud / Deploying of new applications;
b. Operations & Maintenance Services on Cloud (e.g., Resource Management, User
Administration, Security Administration & Monitoring of Security Incidents,
Monitoring Performance & Service Levels, Backup, Usage Reporting and Billing
Management)
c. Exit Management & Transition-out Services, etc.
j) This SI shall provide, supply, installation and configuration of all ordered equipment(s)
required at specified locations for the whole contract period along with the integration with
links provided from Primary and Secondary MPLS service provider & links provided by
department on SD WAN system.
k) SI shall draw out and specify detailed specifications for the SD-WAN Network for that needs
to be used for the Billing system for satisfactorily operations. SI should prepare the
specifications of SD-WAN Network and associated components Services and submit the
same to Utility for review. SI shall ensure that the recommended network shall be able to
accommodate scaling up requirements in future.
l) The ownership of the data generated upon usage of the system, at any point of time during
the contract or expiry or termination of the contract, shall rest absolutely with the Utility.
4.2.1.2 MeitY’s Guidelines
While the security, storage, data, and compliance tools are provided by the CSP, it is the SI’s
responsibility to ensure that the CSPs facilities/services are certified to be compliant to
standards.
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In the MeitY’s guidelines to Government Departments on Adoption / Procurement of Cloud

Services, the following are included as essential certification by CSP. SI also needs to ensure
that the CSPs facilities/services are certified to be compliant to the following standards
(indicative list provided below):
a) ISO/IEC 27001 or ISO/IEC 27002:2022 - Data Centre and the cloud services should be
certified for the latest version of the standards towards information security management
system along with information security, cybersecurity and, privacy protection
b) ISO/IEC 27017:2015-Code of practice for information security controls based on ISO/IEC
27002 for cloud services and Information technology
c) ISO 27018 - Code of practice for protection of personally identifiable information (PII) in
public clouds.
d) ISO 20000-1 – Information Technology service management system requirements
e) TIA 942 A/B &/or Uptime Tier III or higher – Telecommunication infrastructure standard
for Data Centre. (Self-certification by the CSP is allowed).
f) Payment Card Industry (PCI) DSS - compliant technology infrastructure for storing,
processing, and transmitting credit card information in the cloud
4.2.2 Implementation of Cloud Based Data Centre and Disaster Recovery Centre
4.2.2.1 Supply of Licenses
a) The SI will be responsible for supply, installation and maintenance of any additional Licenses
pertaining to the cloud-based IT infrastructure and network services for Utility including all
software necessary for security of the offered equipment and services.
b) The SI shall update the licenses and version of Billing System to the latest commercially
available version during the course of Contract.
4.2.2.2 Resource Management

a) SI shall be responsible for adequately sizing of the necessary compute, memory, and storage
required, building the redundancy into the architecture (including storage) and load balancing
to meet the service levels.
b) For auto-scaling of any major expected increase in the workloads, the SI shall carry out the
capacity planning in advance to identify & provision, where necessary, the additional capacity
to meet the user growth and / or the peak load requirements to support the scalability and
performance requirements of the solution
c) The scaling up / scaling down (beyond the auto-scaling limits or whenever the auto-scaling
limits must be changed) must be carried out with prior approval by the Utility. The Service
Provider shall provide the necessary details including the sizing calculations, assumptions,
current workloads & utilizations, expected growth / demand and any other details justifying the
request to scale up or scale down.
4.2.2.3 Database Backup
a) Backup of operating system, database and application should be performed as per stipulated
policies of the Utility at the Cloud based Data Centre. The SI should provide required tools to
undertake backup activities.
b) SI shall formulate Backup & Archival policy and procedure in line to the requirements and
necessary approval of the Utility.
c) The SI shall perform backup as per the requirement of the Utility. This will include managing
the regular backup and restore operations and assuring security of the media through appropriate
access control. In addition, the SI shall also manage scheduled data replication at DR.
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d) However, as a minimum requirement the SI shall perform weekly backups for the files
e) For the databases, perform minimum twice daily full database backup, with three times daily
backup of database log files. The service provider should have desired technical provisions to
restore database within stipulated time frame.
f) System Integrator shall perform and store data and file backups consisting of an initial full back
up with daily incremental backups for files.
g) Retain the backups for entire project period on disk to disk (D2D) Backup Solution and
thereafter on tapes which can be restored when required.
h) System Integrator shall not delete any data at the end of the agreement without the express
approval of Utility
i) Monitoring and enhancement of the performance of scheduled backups, schedule regular testing
of backups and ensure adherence to related retention policies. Retention policies shall be
decided after placing formal LOA to the selected SI.
j) Ensure prompt execution of on-demand backups of volumes, files and database applications
whenever required by the Utility or in case of upgrades and configuration changes to the system
k) Real-time monitoring, log maintenance and reporting of backup status on a regular basis. The
SI should ensure prompt problem resolution in case of failures in the backup processes.
l) The SI should also ensure that a 24 x 7 support for file, database and volume restoration requests
is available at the Cloud based Data Centres.
m) Specific Snapshot – At request of Utility, the SI shall create a full snapshot for the platform,
content, and related data, to be retrieved at the request of Utility.
4.2.2.4 Network Management
a) Cloud Services shall support leased-line connections between Cloud Service provider (CSP)
and Utility’s HQ / Remote Offices etc.
b) Cloud services shall be accessible via internet and SDWAN
c) SI must closely liaison with bandwidth Service Provider(s) for the period of contract. The SI is
expected to file the applications in the formats as required by the network service provider for
bandwidth procurement. However, the Billing & Commercial Transactions would happen
directly between Utility & the Bandwidth Provider.
d) SI must be expected to liaise with the network service provider to ensure the links are
commissioned within the timelines specified and agreed by Utility.
e) SI must escalate any delays in the link commissioning to Utility on proactive basis.
f) SI must inform the Utility of the link readiness and commissioning.
g) SI must manage and maintain the Cloud based network subnet creation, managing network
policy, access control list, gateway services and routing etc.
h) CSP must provide SDWAN connectivity to cloud, also its SI responsibility to integrate existing
SDWAN cloud to CSP’s cloud network.
i) Shall manage the cloud base third party IPSEC and SSL VPN solution users in redundancy with
two factor authentications.
j) Should provide and manage the Next Generation firewall which can be utilized for Firewall,
IPS/IDS, MPLS, P2P, IPSEC/GRE tunnel, the device shall also support for URL filtering, Anti-
malware and link load balancing/Sharing etc.
k) SI must monitor and manage the SDWAN based PoP links to meet the SLA.
l) SI must liaise with the network service provider in case of any link / line failure and ensure the
same is restored within the agreed timelines.
m) The SI along with the Utility will have to put in place in mechanisms to capture actual downtime
as per the agreed Service Levels between the Utility and the Network Service Provider and
compute the delay and penalty thereof.
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n) SI is expected to supply, install, test and commission and maintain all network and security
equipment for Utility sites for the contract period. The SI needs to factor and consider that all
network equipment’s and infrastructure sized, procured, should be useable and scalable for a
period of Contract.
o) Provide services for management of network environment to maintain performance at optimum
levels on a 24 x 7 basis.
p) SI is responsible for monitoring and administering the proposed network equipment’s within all
the new IPDS locations.
q) SI must monitor the performance of the network and coordinate with the NBSP for resolution
of issues.
r) The SI is responsible for creating and modifying VLAN, assignment of ports to appropriate
applications and segmentation of traffic.
4.2.2.5 Security
a) The SI in coordination with CSP shall manages the security of Facilities, Physical security of
hardware, Network infrastructure and Virtualization infrastructure including the security of the
Virtual Machine Images, Operating systems, Applications, Data in transit, Data at rest, Data
stores, Credentials and Policies and configuration.
b) Shall manage the underlying infrastructure and foundation services, the operating system, and
the application platform.
c) Shall provide services for management of security environment to maintain performance at
optimum levels on a 24 x 7 basis.
d) SI must address ongoing needs of security management including, but not limited to, monitoring
of firewall, intrusion detection, content filtering and blocking, virus protection, and vulnerability
protection through implementation of proper patches and rules.
e) Maintain an updated knowledge base of all the published security vulnerabilities and virus
threats for related software and microcode, including, but not limited to, operating systems,
application servers, web servers, databases, security solutions, messaging solutions, etc.
f) Ensure that patches / workarounds for identified vulnerabilities should be patched / blocked
immediately.
g) Responding to security breaches or other security incidents and coordinate with respective OEM
in case of a new threat is observed to ensure that workaround / patch is made available for the
same.
h) Undertake management of security devices, including, but not limited to maintaining firewall
services to restrict network protocols and traffic, detecting intrusions or unauthorized access to
networks, systems, services, applications, or data, protecting email gateways, firewalls, servers
i) SI will ensure to incorporate any advisories / recommendations pertaining to cyber security like
CEA (Cyber Security in Power Sector) Guidelines 2021 or any amendment from time to time
etc.
j) The SI should ensure that the security policy is maintained on an ongoing maintenance and
updates to the same are made regularly. Operating system hardening through appropriate
configuration and patch updates should be undertaken on a regular basis.
k) Monthly Vulnerability assessment: Assess server for vulnerabilities locally using automated
scanning and manual assessment.
l) Half yearly Penetration testing: The SI shall perform penetration testing to ensure the following:
Create a hacker’s view of the server, in terms of the ways it can be hacked from outside. Identify
security vulnerabilities and fix holes discovered. Implement emergency quick fix solutions and
long-term solutions against successful exploits.
m) Firewall management: Initial setup of the firewall, implementation of rule base on the firewall
to enable customer specific applications and ports, implementation of security policies based on
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services (HTTP, FTP, Telnet), source address / name, destination / name, online monitoring of
firewall through a central console with 24x7 support, system administration for firewall,
including updates & hot fixes that affect its performance, changes in firewall rule base with
proper change management and backup of firewall configuration each time there is a
configuration change.
n) Intrusion detection and prevention: Initial installation and setup; applying appropriate levels of
risk assessment for specific needs which allows security policies to be an integral part of
scanning process; tracking of resource usage for anomalies and logging any suspicious packets
from the outside; log maintenance and management; automated network-based security
assessment and policy compliance evaluation.
o) Testing and application of patches: The SI shall carry out testing and application of periodic
patches released by software and OS vendors to plug vulnerabilities in the system.
p) Appropriately configure the security groups in accordance with the Utility networking policies.
Regularly review the security group configuration and instance assignment in order to maintain
a secure baseline.
q) Secure and appropriately segregate / isolate data traffic/application by functionality using
DMZs, subnets etc. should ensure that the cloud infrastructure and all systems hosted on it,
respectively, are properly monitored for unauthorized activity.
r) Properly implementing anti-malware and host-based intrusion detection systems on their
instances, as well as any required network-based intrusion detection systems in accordance with
Utility policies.
s) Conducting regular vulnerability scanning and penetration testing of the systems, as mandated
by Utility policies.
t) Review the audit logs to identify any unauthorized access to Utility systems.
u) Should Implement and manage the Sandbox, DDOS, DNS Security, IPS/IDS and WAF etc. in
such a way that the performance of the applications will not hamper, and single point of failure
will not be there.
v) Should provide the Management console to monitor the security events, real time traffic
monitoring, real time troubleshooting.
w) Should provide facility to store minimum of 6-month security logs and network traffic logs etc.
x) The CSPs facilities/services are certified to be compliant to the following standards:
o ISO 27001 - Data Centre and the cloud services should be certified for the latest version of
the standards
o ISO/IEC 27017:2015-Code of practice for information security controls based on ISO/IEC
27002 for cloud services and Information technology
o ISO 27018 - Code of practice for protection of personally identifiable information (PII) in
public clouds.
4.2.2.6 Monitoring Performance and Service Levels

a) Provide and implement tools and processes for monitoring the availability of assigned
applications, measuring the service levels, application/Severs/Storage/Network performance
and utilization responding to system outages with troubleshooting activities designed to identify
and mitigate operational issues.
b) The tool shall provide the exact utilization of servers and shall be able to generate per day, per
month and per quarter utilization reports based on which the payments will be made to the SI.
c) Reviewing the service level reports, monitoring the service levels and identifying any deviations
from the agreed service levels.
d) Monitoring of service level including availability, uptime, performance, application specific
parameters for e.g., triggering elasticity, request rates, number of users connected to a service.
e) Detecting and reporting service level agreement infringements.
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f) Monitoring of performance, resource utilization and other events such as failure of service,
degraded service, availability of the network, storage, database systems, operating Systems,
applications, including API access within the cloud service provider’s boundary.
4.2.2.7 Usage Reporting Management

a) Track system usage and usage reports.
b) Monitoring, managing, and administering the monetary terms of SLAs and other billing related
aspects
c) Provide the relevant reports including real time as well as past data/information/reports for
Utility to validate the billing and SLA related penalties.
1. Business Continuity Services (Disaster Recovery)
a) Provide business continuity services from secondary site with 100% capacity in case the primary
site becomes unavailable. The Secondary site should be in Hot Standby Mode.
b) Its SI responsibility, in the event of a disaster at DC (primary) site, activation of services from
the DR site (or from different physical locations) with RPO < 15 Minutes and RTO <= 1 Hour.
In case of DR Solution having Active–Active arrangement or Multisite site solution then
applicable RPO and RTO shall be <= 15 Minutes)
c) All servers should be replicated, and automation must be part of the software functionality to
failover/failback to the DR-DC adhering to an RPO of 15 minutes and RTO of maximum 1
hour.
d) The charges quoted by SI in the price bid for each item must include Cloud DR provisioning
(i.e., Provisioning of equivalent resource on DR site of Cloud in Hot Standby mode).
e) SI must provide a UAT (User Acceptance Test) for the failover/failback scenarios after the
deployment.
f) Failover scenario: The proposed solution should allow pre-built of recovery plans for various
servers which includes target server configuration, IP configurations, network configuration etc.
Test DR failover scenario should not affect the primary server at all.
g) Failback Scenario: The proposed solution should ensure failback to original DC and should take
care of replication of only delta (changed data after failover) from DR to DC. This need to be
confirmed by the SI.
4.2.2.8 Support for Audits and Compliance

a) The Utility may undertake technical audits on a periodic basis and the same may be conducted
by a third-party technical auditor which may be appointed by the Utility. The SI shall be required
to provide necessary support for this and adequately address the audit findings in a timely
manner. These audits may include:
i. Information Security audits
ii. SLA compliance audits
iii. BCP readiness audit
iv. Cloud based IT Infrastructure audit
v. Policy compliance audit
vi. Cyber security audit etc.
b) Shall support for the third-party auditor / program management team / internal IT team with
respect to third party audits and other requirements such as forensic investigations, SLA
validation etc.
c) The Solution and services offerings shall comply with the audit requirements of STQC /MEITY
guidelines as and when published.
d) Cost of all such audits shall be bear by the System Integrator / CSP/ NBSP.
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4.2.2.9 Operation and Maintenance Services

a) SI shall advise the Utility on optimal operational practices, recommend deployment
architectures for cloud infrastructures, design and implement automated scaling processes, day-
to-day and emergency procedures, deploy and monitor underlying cloud services, performance
reporting and metrics, and ensure the overall reliability and responsive operation of the
underlying cloud services through both proactive planning and rapid situational response.
b) Shall interface with the Cloud Service Provider(s) on behalf of the Utility for all activities
including monitoring the reports (e.g., usage, security, SLA,), raising (or escalating) tickets /
incidents and tracking the same to resolution.
c) Shall prepare a comprehensive O&M plan for managing the cloud services and keep it updated
with any changes during the project.
d) Shall create and maintain all the necessary technical documentation, design documents, standard
operating procedures, configurations required to continued operations and maintenance of cloud
services.
4.2.2.10Privacy and Security Safeguards.

a) If the data is classified as very sensitive, the SI to ensure that the data is encrypted as part of a
standard security process for highly sensitive content or choose the right cryptographic
algorithms evaluating security, performance, and compliance requirements and may choose
from multiple key management options.
b) The SI should notify the Utility promptly in the event of security incidents or intrusions, or
requests from foreign government agencies for access to the data, to enable the Utility to manage
these events proactively.
c) The CSP shall not delete any data at the end of the agreement (for minimum of 90 days beyond
the expiry of the agreement) without the express approval of Utility.
d) At the end of the agreement, the SI with prior permission, shall ensure and inform the Utility
that all the storage blocks or multiple copies of data if any are unallocated or zeroed out by the
SI, cannot be recovered. If due to some regulatory reasons if it is required to securely
decommission data, the Utility can implement data encryption at rest using the managed keys,
which are not stored in the cloud. Then Utility may delete the key used to protect the
decommissioned data, making it irrecoverable.
e) The SI shall report forthwith in writing of information security breaches to the Utility by
unauthorized persons (including unauthorized persons who are employees of any Party) either
to gain access to or interfere with the Project's Data, facilities, or Confidential Information.
f) The SI undertakes to treat information passed on to them under this Agreement as classified.
Such Information will not be communicated / published / advertised by the SI to any
person/organization without the express permission of the Utility.
4.2.2.11Confidentiality
a) The SI shall execute non-disclosure agreements with the Department with respect to this Project.
For the avoidance of doubt, it is expressly clarified that the aforesaid provisions shall not apply
to the following information:
i. Information already available in the public domain
ii. Information which has been developed independently by the SI, without using the
Utility organization data
iii. Information which has been received from a third party who had the right to disclose
the aforesaid information
iv. Information which has been disclosed to the public pursuant to a court order.
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b) The SI will be permitted to obtain Utility data only to deliver the services and will be prohibited
from using Utility data for any other purpose. The SI remains responsible for its subcontractors’
compliance with SI obligations under the Project.
c) SI shall be responsible for data security, consumer’s data privacy, protection, confidentiality,
handling, and any kind of misuse of data by its own employees, third party employees and other
government and private entities.
d) The SI shall be permitted to obtain Utility data only to deliver the services and will be prohibited
from using Utility data for any other purposes such as legitimate purposes (such as marketing,
research etc.) and illegitimate purposes (as when data is sold in bulk to third party)
4.2.2.12Location of Data
a) The location of the data (text, audio, video, or image files, and software (including machine
images), that are provided to the SI for processing, storage or hosting by the CSP services in
connection with the requirement of Utility and any computational results that Utility or any end
user derives from the foregoing through their use of the SI services) shall be guaranteed to reside
in India.
b) E-Discovery: Electronic discovery (e-discovery) is the process of locating, preserving,
collecting, processing, reviewing, and producing Electronically Stored Information (ESI) in the
context of or criminal cases/proceedings or investigation. Utility must be able to access and
retrieve such data in a CSP environment in a timely fashion for normal work purposes.
c) Law Enforcement Request: The Law Enforcement Agency as mandated under any law for the
time being in force may seek access to information stored on cloud as provided by the SI. The
onus shall be on the SI to perform all due diligence before releasing any such information to
any such law enforcement agency.
d) Data shall not leave the boundaries of the country and data residing within Cloud shall not be
accessed by any entity outside the control of Utility or its authorized representative.
4.2.3 Functional Requirements of the CSP
4.2.3.1 Operational Management
a) CSP shall provide ability to provision virtual machines, and storage dynamically (or on-
demand), on a self-service mode or as requested
b) CSP should provide access of cloud virtual machines either by SSH in case of Linux and RDP
in case of Windows servers.
c) CSP should enable Utility to get console access of cloud virtual machine from portal and
perform operations. There should be facility to view resource type-wise (VM, database, storage
etc.) quota usage. It should be possible to configure automated alerts when the threshold of
estimated quota is reached.
d) CSP should upgrade its hardware time to time to recent configuration to delivery expected
performance for this Project.
e) Investigate outages, perform appropriate corrective action to restore the hardware, operating
system, and related tools.
f) CSP should manage their cloud infrastructure as per standard ITIL framework in order to
delivery right services to Project.
g) Cloud should allow configuration of automated alerts when the estimated cost is reaching the
quota
h) CSP should provide option to view resource type wise (virtual machines, database services etc.)
quota usage
i) The SI shall implement through the CSP, following User administration,
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i. Identity and Access Management (IDAM) as a service that properly separates users by
their identified roles and responsibilities, thereby establishing least privilege and ensuring
that users have only the permissions necessary to perform their assigned tasks
ii. Allow different users with different level of access on CSP portal. For example, billing
user should not be able to provision resources or delete any resources.
iii. Allow quota management for each department/ISV/Group. The resources to specific
department/group/ISV should be as per allocated quota only. If there is any request for
more than quota request, then it should be sent as request to admin.
iv. Securely control users' access to Cloud services using a range of security credentials
including passwords, key pairs, and X.509 certificates
v. Offer fine-grained access controls including, conditions like time of the day, originating
IP address, use of SSL certificates, or authentication with a multi-factor authentication
device.
vi. Implement multi-factor authentication (MFA) for the root account, as well as any
privileged Identity and Access Management accounts associated with it.
j) The SI, through the CSP, shall be responsible for managing the trouble tickets, diagnosis of the
problems, reporting, managing escalation, and ensuring rectification of server problems as
prescribed in SLA.
4.2.3.2 Compatibility Requirements
a) CSP/MSP must ensure that the Virtual Machine (VM) format is compatible with other cloud
provider.
b) CSP should give provision to import cloud VM template from other cloud providers.
c) CSP should ensure connectivity to and from cloud resources used for this project is allowed to/
from other cloud service providers if required.
4.2.3.3 Cloud Network Requirement
a) SI, through the CSP shall implement and maintain an adequate SD-WAN and provide
configuration and commissioning of the client-side infrastructure, so as to let the various Utility
offices gain access to the cloud-based infrastructure as a service. The established network shall
be able to accommodate scaling up requirements in future.
b) CSP must ensure that the non-production and the production environments are in separate
VLANs in the cloud so that users of the two environments are separated.
c) CSP must ensure that cloud VM are having private IP network assigned.
d) CSP should ensure that cloud VMs are having Internet and Service Network (internal) vNIC
cards.
e) CSP should ensure that Internet vNIC card is having minimum 1 Gbps network connectivity
and service NIC card is on 10 Gbps for better internal communication.
f) In case of scalability like horizontal scalability, the CSP should ensure that additional require
network is provisioned automatically of same network segment.
g) CSP must ensure that the public network provisioned for cloud VMs is redundant at every
point.
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h) CSP must ensure that cloud VMs are accessible from Utility private network if private links
P2P/MPLS is used by Utility
i) CSP must ensure that there is access to cloud VMs if Utility requires to access it using
IPSEC/SSL or any other type of VPN.
j) CSP should ensure that cloud VM network is IPV6 compatible.
k) CSP should ensure use of appropriate load balancers for network request distribution across
multiple cloud VMs.
4.2.3.4 Cloud Data Centre Specifications
a) All the physical servers, storage, and other IT hardware from where cloud resources are
provisioned for this project must be within Indian data centres only. CSP should provide DC
and DRC locations in the proposal (should be located as per MeitY guidelines).
b) Selection of DC-DR site architecture shall be in accordance with applicable laws including but
not limited to the “Disaster Recovery Best Practices” guidelines issued by the Ministry of
Electronics & Information Technology (MeitY) and as amended from time to time”.
c) The CSP data centres should have adequate physical security in place.
d) The Data Centre should conform to at least Tier III standard (preferably certified Uptime
Institute certifications by a 3rd party) and implement tool-based processes based on ITIL
standards.
4.2.3.5 Cloud Storage Service Requirements
a) CSP should provide scalable, dynamic, and redundant storage.
b) CSP should offer provision from self-provisioning portal to add more storage as and when
require by respective Utilities.
c) CSP should clearly differentiate its storage offering based on IOPS. There should be standards
IOPS offering per GB and high-performance disk offering for OLTP kind of workload. It shall
provide ability to provision storage dynamically with on-demand IOPS provisioning.
d) Provide ability to provision storage dynamically in different options like SSD, provisioned
IOPS, Magnetic, File storage, cold storage etc.
e) Provide ability to provision file storage on self-service mode and automated option to move
files from standard storage to infrequent access like cold storage option etc.
f) CSP should have block disk offering as well as file/object disk offering to address different
kind of Project needs.
g) The CSP should retain Billing data for [x] years <where x shall be defined based on regulatory
provisions>
h) CSP cloud platform should also include object storage which allows configuration of object
lifecycle management policies
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4.2.3.6 Cloud Security Requirements

a) CSP should ensure there is multi-tenant environment and cloud virtual resources of this project
are logically separated from others.
b) CSP should ensure that any OS provisioned as part of cloud virtual machine should be patched
with latest security patch.
c) In case, the CSP provides some of the System Software as a Service for the project, CSP is
responsible for securing, monitoring, and maintaining the System and any supporting software.
d) CSP should implement industry standard storage strategies and controls for securing data in
the Storage Area Network so that clients are restricted to their allocated storage
e) CSP should deploy public facing services in a zone (DMZ) different from the application
services. The Database nodes (RDBMS) should be in a separate zone with higher security layer.
f) CSP should give ability to create non-production environments and segregate (in a different
VLAN) non-production environments from the production environment such that the users of
the environments are in separate networks.
g) CSP should have built-in user-level controls and administrator logs for transparency and audit
control.
h) CSP cloud platform should be protected by fully managed Intrusion detection system using
signature, protocol, and anomaly-based inspection thus providing network intrusion detection
monitoring.
i) CSP cloud platform should provide tools to define user-based access control to cloud resources
so that select users can access only certain set of resources either through user interface or
through APIs.
j) CSP cloud platform should include automated security assessment service to help improve
security and compliance
4.2.3.7 Data Management
a) CSP should clearly define policies to handle data in transit and at rest.
b) CSP should not delete any data at the end of agreement without consent from Utility.
c) In case of scalability like horizontal scalability, the CSP should ensure that additional generated
data is modify/deleted with proper consent from Utility.
4.2.3.8 Managed Services
The CSP shall be responsible for identification, diagnosis and resolution of problem areas
pertaining to the cloud infrastructure, application and maintaining assured SLA levels
a) Network and Security Management:
1. Monitoring & management of network link proposed as part of this Solution. Bandwidth
utilization, latency, packet loss etc.
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2. Port monitoring: Monitor HTTP/HTTPS, DNS, SMTP, POP3, FTP, TCP ports, etc. are
continuously to ensure network and applications are up and running
3. Call logging and co-ordination with vendors for restoration of links if need arises.
4. Addressing the ongoing needs of security management including, but not limited to,
monitoring of various devices / tools such as firewall, intrusion protection, content filtering
and blocking, virus protection, and vulnerability protection through implementation of proper
patches and rules.
5. Ensuring that patches / workarounds for identified vulnerabilities are patched / blocked
immediately
6. Ensure a well-designed access management process, ensuring security of physical and digital
assets, data and network security, backup, and recovery etc.
7. Adding/ Changing network address translation rules of existing security policies on the
firewall
8. Diagnosis and resolving problems related to firewall, IDS/IPS.
9. Managing configuration and security of Demilitarized Zone (DMZ) Alert / advise Utility(s)
about any possible attack / hacking of services, unauthorized access / attempt by internal or
external persons etc.
b) Server Administration and Management:
1. Administrative support for user registration, User ID creation, maintaining user profiles,
granting user access, authorization, user password support (in accordance with the security
policy of the Utility), and administrative support for print, file, and directory services.
2. Installation/ re-installation of the server operating systems and operating system utilities and
the application software
3. Killing and restarting server processes, recovery, maintenance of server logs, management of
server disk space, addition or removal of Resource or Software
4. OS Administration including troubleshooting, hardening, patch/ upgrades deployment, BIOS
& firmware upgrade as and when required/ necessary for Windows, Linux, or any other O.S
proposed as part of this solution whether mentioned in the RFP or any new deployment in
future.
5. Ensure proper configuration of server parameters, operating systems administration, hardening
and tuning
6. Regular backup of servers as per the backup & restoration
7. Managing uptime of servers as per SLAs.
8. Preparation/ update of the new and existing Standard Operating Procedure (SOP) documents
on servers & applications deployment and hardening.
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9. Management of the load balancer hardware devices, regular Health Check of the Servers,
limiting the number of connections per server for optimum performance, seamlessly adding
servers as and when existing servers are over-utilized without disrupting services
c) CSP cloud platform should be capable to automatically scale up and scale down based on load or
other parameters that can be configured
d) CSP cloud platform should have managed database services which can manage automatic failover,
and automated backups
e) CSP cloud platform should have database services for SQL and NoSQL databases, and available
for setup on demand through web-based console
4.2.3.9 Business Continuity Plan & Backup Services
As part of a business continuity plan, the Utility has made a business impact analysis in the event
of loss of Billing system applications running in the cloud and consequent loss of data to come up
with a management plan for the associated risk to business operations. Central to this risk
management strategy, the Utility has defined the following target objectives:
a) Recovery Time Objective (RTO): Duration of time and a service level within which a business
process must be restored after a disruption in order to avoid unacceptable consequences associated
with a break in continuity of service. The RTO of [1 hour] shall be met by infrastructure redundancy
and failover.
b) Recovery Point Objective (RPO): Interval of time that may pass during a disruption before the
quantity of lost data during that period exceeds the business continuity plan’s maximum allowable
threshold. The RPO of [15 minutes] shall be met by a suitable backup and replication strategy of
operational data / application. The RPO shall define how fast the replicated data / application can
be made available to the target system after a disruption strikes.
With these two objectives, the CSP shall provide the following:
a) CSP must provide backup of cloud resources. The backup tool should be accessible
b) To perform backup and restore management as per policy & procedures for backup and restore,
including performance of daily, weekly, monthly, quarterly, and annual backup functions (full
volume and incremental) for data and software maintained on the servers and storage systems
using Enterprise Backup Solution.
c) Backup and restoration of Operating System, application, databases, and file system etc. in
accordance with defined process / procedure / policy. Monitoring and enhancement of the
performance of scheduled backups, schedule regular testing of backups and ensure adherence
to related retention policies
d) Ensuring prompt execution of on-demand backups & restoration of volumes, files and database
applications whenever required.
e) Real-time monitoring, log maintenance and reporting of backup status on a regular basis.
Prompt problem resolution in case of failures in the backup processes.
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f) Media management including, but not limited to, tagging, cross-referencing, storing (both on-
site and off-site), logging, testing, and vaulting in fireproof cabinets if applicable.
g) Generating and sharing backup reports periodically
h) Coordinating to retrieve off-site media in the event of any disaster recovery
i) Periodic Restoration Testing of the Backup
j) Maintenance log of backup/ restoration
k) CSP should provide network information of cloud virtual resources.
l) CSP must offer provision to monitor network uptime of each cloud VM.
4.2.3.10Web Application Firewall (WAF) as Service
a) Cloud platform should provide Web Application Filter for OWASP Top 10 protection
b) CSP WAF should be able to support multiple website security.
c) CSP WAF should be able to perform packet inspection on every request covering the 7th layers.
d) CSP WAF should be able to block invalidated requests.
e) CSP WAF should be able to block attacks before it is posted to website.
f) CSP WAF should have manual control over IP/Subnet. i.e., Allow or Deny IP/Subnet from
accessing website.
g) The attackers should receive custom response once they are blocked.
h) CSP must offer provision to customize response of vulnerable requests.
i) CSP WAF should be able to monitor attack incidents and simultaneously control the attacker
IP.
j) CSP WAF should be able to Grey list or Backlist IP/Subnet.
k) CSP WAF should be able to set a limit to maximum number of simultaneous requests to the
web server & should drop requests if the number of requests exceed the threshold limit.
l) The WAF should be able to set a limit to maximum number of simultaneous connections per
IP. And should BAN the IP if the threshold is violated.
m) CSP WAF should be able to set a limit to maximum length of path to URL.
n) CSP WAF should be able to limit maximum size of request to Kilobytes.
o) CSP WAF should be able to limit maximum time in seconds for a client to send its HTTP
request.
p) CSP WAF should be able to BAN an IP for a customizable specified amount of time if the
HTTP request is too large.
q) CSP WAF should be able to limit maximum size of PUT request entity in MB
r) The WAF should be able to close all the sessions of an IP if it is ban.
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s) CSP WAF should be able to ban IP on every sort of attack detected and the time span for ban
should be customizable. There should be a custom response for Ban IP.
t) The Dashboard should show a graphical representation of
i. Top 5 Attacked Websites.
ii. Top 5 Attacking IP.
iii. Top 5 Attack types.
iv. Top 5 Attacked URLs.
u) For analysis purpose the Dashboard should contain following information:
i. Number of requests to web server.
ii. Number of attacks.
iii. Number of Attackers.
iv. Types of error messages and on. Of error messages sent to the users.
v. Total Bytes sent during transaction
4.2.3.11Database Support Service
a) Installation, configuration, maintenance of the database (Cluster & Standalone).
b) Regular health check-up of databases.
c) Regular monitoring of CPU & Memory utilization of database server, Alert log monitoring &
configuration of the alerts for errors.
d) Space monitoring for database table space, Index fragmentation monitoring and rebuilding.
e) Performance tuning of Databases.
f) Partition creation & management of database objects, Archiving of database objects on need
basis.
g) Ongoing support for the application vendors to deploy applications, application patches etc.
h) Patching, upgrade & backup activity and restoring the database backup as per defined interval.
i) Schedule/review the various backup and alert jobs.
j) Configuration, installation, and maintenance of Automatic Storage Management (ASM),
capacity planning/sizing estimation of the Database setup have to be provided and taken care
by the SI.
k) Setup, maintain and monitor the ‘Database replication’ / Physical standby and Assess IT
infrastructure up-gradation on need basis pertaining to databases
4.2.3.12Security
Commercial CSPs offer cloud services to multiple consumers. In such an environment, the security
controls and compliance to various standards (Including ISO 27001, ISO 27017, and ISO 27018)
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should be verified by third party auditors. Third-party certifications and evaluations provide
assurance that effective physical and logical security controls are in place.
Although, the Cloud Service Providers (CSPs) offer assurances of effective physical and logical
security controls through the third-party certifications such as ISO 27001, ISO 27017, ISO 27018,
etc. and also, may provide a host of security services such as encryption, web application firewall,
etc., it is the responsibility of the SI to define the security services that need to be implemented for
their workloads depending on the nature of the applications / data hosted on the cloud.
Now a days, CSPs offer tools and features to help consumers to meet their security objectives
concerning visibility, auditability, controllability, and agility. These tools and features provide
basic but important security measures such as Distributed Denial of Service (DDoS) protection and
password brute-force detection on CSP’s accounts.
However, the following basic security features should be ensured by any CSP-
a) Strong encryption capabilities for data in transit or at rest
b) Firewalls – instance and subnet levels
c) Identity and Access Management (IAM): Control users' access to cloud services. Create and
manage users and groups, and grant or deny access
d) Managed Threat Detection: Managed threat detection service that provides you with a more
accurate and easy way to continuously monitor and protect your cloud accounts and workloads
e) Managed DDoS Protection: Managed Distributed Denial of Service (DDoS) protection service
that safeguards web applications running on cloud.
f) Web Application Firewall: Helps protect your web applications from common web exploits
that could affect application availability, compromise security, or consume excessive
resources.
g) Key Management Service (KMS): Managed service that makes it easy for you to create and
control the encryption keys used to encrypt your data
h) Certificate Manager: Easily provision, manage, and deploy Secure Sockets Layer/Transport
Layer Security (SSL/TLS) certificates.
i) Cloud HSM: Meet regulatory compliance requirements for data security by using dedicated
Hardware Security Module (HSM) appliances within the Cloud.
j) Inspector: Automated security assessment service that helps improve the security and
compliance of applications deployed on cloud
k) Organizations: Policy-based management for multiple consumer accounts. With
Organizations, you can create groups of accounts and then apply policies to those groups.
CSPs also offers access to additional third-party security tools (e.g., IDS / IPS, SIEM) to
complement and enhance the consumers’ operations in the Cloud. The third-party security tools
complement existing Cloud services to enable consumers to deploy a comprehensive security
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architecture. These security tools on cloud are equivalent and identical to the existing controls in
an on-premises environment.
The SI needs to review and validate the security configurations, review the notifications and patches
released by the CSP and validate that the same is being taken into consideration during operations,
confirm that the audit trails (e.g., who is accessing the services, changes to the configurations, etc.)
are captured for supporting any downstream audits of the projects by the finance or audit
organization such as STQC.
4.2.3.13 Reporting
The CSP shall also provide helpdesk support to the <<PSPCL>> and send periodic reports on the
performance. The SI should insist on the following regular reporting by CSP during the contract:
a) Availability of the cloud services being used
b) Summary of alerts that are automatically triggered by changes in the health of those services.
c) Summary of event-based alerts, providing proactive notifications of scheduled activities, such
as any changes to the infrastructure powering the cloud resources
d) Reports providing system-wide visibility into resource utilization, application performance,
and operational health through proactive monitoring (collect and track metrics, collect and
monitor log files, and set alarms) of the cloud resources
e) Auto-scaling rules and limits
f) In case of any un-authorized access, the Agency should provide logs of all user activity within
an account, with details including the identity of the API caller, the time of the API call, the
source IP address of the API caller, the request parameters, and the response elements returned
by the cloud service. This is required to enable security analysis, resource change tracking, and
compliance auditing
g) Report of all the provisioned resources and view the configuration of each.
h) Summary of notifications, triggered each time a configuration change
i) Incident Analysis in case of any un-authorized configuration changes.
j) Summary of alerts with respect to security configuration gaps such as overly permissive access
to certain compute instance ports and storage buckets, minimal use of role segregation using
Identity and Access Management (IAM), and weak password policies
k) Summary of security assessment report that identifies the possible improvements (prioritized
by the severity) to the security and compliance of applications deployed on cloud
l) Report on upcoming planned changes to provisioning, either possible optimizations, if any,
indicating how the underutilized services can be reduced to optimize the overall spend, or
required enhancements (e.g., upgrade to additional storage) to meet the service levels defined
in the RFP.
5. Data Migration
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5.1 Data Assessment
The study of the source/legacy systems must provide comprehensive insights into the content, structure,
quality, and integrity of the source/legacy systems.
Risk Identification and Mitigation Plan for Data Migration: The SI shall identify all risks associated
with the data migration and enumerate mitigation measures and prepare a Risk Identification and
Mitigation plan for Data Migration. The plan must address the contingency measures to be adopted
during the event of a data migration failure. It must also clearly specify measures to be taken to prevent
data loss. It may be preferable to consider migration of data to a backup system at the same time as the
new system to address data loss due to system failures.
5.2 Data Mapping and Cleaning
A comprehensive data mapping exercise must be undertaken by the SI before embarking on data
migration. A good data map will detail an in-depth cross referencing of all mutual fields across the
source system and the target system. It must include the following (but not limited to):
a) Names of applicable fields -to (destination) and from (source)
b) Lengths and data types of these fields
c) Mapping of relationships between entities
d) Check on the constraints, unique fields, and integrity checks
e) Any logic involved in mapping such as string truncations or validations against any business
rules.
The SI shall be responsible for migration of operational data as required, including financial transaction
data such as ongoing contracts, employee transaction data etc.
In the event of any gaps in data migration, the SI shall discuss with Utility, document the findings, and
get it approved from Utility.
a) SI shall run mock data migration tests to validate the conversion programs that have been
written.
b) SI shall validate the data before uploading the same to the production environment.
The PSI shall support in conducting the acceptance testing and verifying the completeness and accuracy
of the data migrated from the legacy systems to the proposed solution.
5.3 Data Migration
Data Migration refers to validation and migration of data from the manual/legacy system to the new
database schema, linking and Meta tagging the documents to the relevant records in the Document
Management System (DMS) and conformance to quality control requirements. The data should be
migrated from the current application and media to the Billing System during roll out and prior to ‘Go-
Live’ of the application.
The key data migration requirements include:
a) Data conversion: Since there would be significant difference between existing legacy database
table structures and Billing System database table structures, therefore mapping shall be done
between existing tables and proposed tables and data to be made compatible for migration and
migrated into new tables.
b) Perform data cleansing for incorrect/ incomplete data.
c) Perform validation of digitized/scanned records
d) Obtain approval from competent authority on migrated data
The tool and solutions required for performing data migration must be designed by SI after adequate
study of the data to be migrated.
The SI should submit data migration strategy in their bid, detailing all the activities to be performed
during the data migration. Indicative broad activities to be performed by the SI are as follows:
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a) An assessment needs to be done to identify the database requirements for the application
envisaged for this project. The data requirements in terms of master data and transaction data
need to be identified, which is required for the envisaged solution.
b) Migration of complete records available in electronic form is required to be performed to
acceptable quality and standards as prescribed in this RFP.
c) Development of merged database structure
d) Porting of all the data into the database
e) Final updating of the single database
5.4 Additional Requirements for Data Migration
a) The SI shall migrate the data at the implementation sites of Utility.

b) The SI shall formulate the “Data Migration Strategy document” which will also include internal
quality assurance mechanism. This will be reviewed and approved by Utility prior to
commencement of data migration.
c) The SI shall incorporate all comments and suggestions of Utility in the Data Migration
d) The SI shall perform mock data migration tests to validate the conversion programs.
e) The SI shall ensure complete data cleaning and validation for all data migrated from the legacy
systems to the new application.
f) The SI shall generate appropriate control reports before and after migration to ensure accuracy
and completeness of the data.
g) The SI shall convey to Utility in advance all the mandatory data fields required for functioning
of the proposed solution, and which are not available in the legacy systems and are required to
be obtained by Utility.
h) The SI shall develop data entry programs / applications that may be required for data migration
in order to capture data available with / obtained by Utility in non – electronic format.
i) SI shall conduct the acceptance testing and verify the completeness and accuracy of the data
migrated from the legacy systems to the proposed solution.
j) The SI shall give the template for data migration to Utility and Utility shall furnish the required
data on the templates provided by the SI. The SI shall furnish adequate guidelines to fill the data
templates to Utility.
5.5 Other General Requirements
Data entry will be carried out at Utility HQ and Zonal offices (on indicative basis). Post on-boarding of
SI, the SI and Utility will finalize the location for data migration. The soft copy of data migration work
completion report shall be shared with Utility, or person authorized by Utility on end of the week. The
SI provider should preserve the same report for any future use.
a) The SI must carry out scanning and data entry on iterative basis as required by Utility till Billing
System GO LIVE Phase.
b) Share Daily Progress Reports/Dashboard and share for tracking and monitoring
c) The SI provider will ensure data of Utility remain secure and protected. Utility is entitled to
cancelling the contract and take necessary actions against SI provider in case of any breach.
d) Payment shall be made as per the terms and conditions mentioned in RFP.
e) The SI provider shall be responsible for maintaining the service standards, coverage, quality,
and timeliness of Data Entry Services in their respective Utility.
f) The SI will deploy “supervisors” who shall serve as single point contact for the Utility, for their
respective work and monitoring and reporting on the performance of Data Entry Services.
g) The Supervisors shall be responsible for communication regarding issues related to:
● Data Collection,
● Data Quality Audit,
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● Supportive Supervision and reporting,

● DEO Deployment, etc.
h) The SI shall facilitate submission of Daily/Weekly/Monthly Reports to Utility, as per the
formats finalized for Utility
i) The SI shall be responsible for their Infrastructure, IT equipment, consumables and supplies
required for data entry operations.
j) The SI provider is free to decide the number of resources to complete in the task at any location.
k) The data entry service will be provided as per work schedule/shift of Utility.
l) Utility may grant the SI provider, viewing access rights for an internal system and already
digitized the data for Data Entry.
m) The SI provider shall hand over all the documents/ submissions/ presentations or any other data
for information collated/digitized (as per the scope of this project to the Utility) at the
termination or end of the contract.
n) It is the responsibility of SI to take AMC for their computer and laptops with necessary
provisioning on the internet.
o) Utility will not provide any hardware or software support.
p) Utility will not be responsible for any delay due to breakdown or unavailability of
hardware/software and Other General Requirements.
q) SI shall add/replace poor quality scanned images/documents on its own, for which it shall not
be entitled to get any extra payment.
r) The files / documents will not be allowed to be removed from premises allocated to the SI.
Suitable hardware infrastructure/facilities have to be established onsite at the premises that shall
be allocated to do the digitization work.
s) Under no circumstances the documents shall be changed, mutilated, destroyed, or replaced by
some other documents.
t) Utility, or any Utility authorized agency/person can carry out quality checks periodically for
data entry services.
u) Once the project commences, the Utility shall evaluate the vendor’s performance based upon
the outputs provided and the Utility reserves the right to ask the vendor to replace any equipment
with similar equipment in better condition or superior equipment if the output does not meet the
requirements of the Utility.
v) Complete secrecy and confidentiality of physical/Digitized records is required to be maintained
by the successful SI.
6. Billing System Integration
SI shall ensure that the Billing system is able to share data in industry acceptable protocols and formats.
The proposed solution shall be based on an open architecture and supports various types of
interoperability and integration methods including viz. SOA, API, EAI, Messaging Queuing, XML
based file transfer, Flat file transfer etc.
Billing System must maintain integration logs that confirm the success or otherwise of the integration
interface. All external systems should be integrated with the Billing System based on a consistent, real-
time or batch processing data exchange methodology operating in an automatic manner without any
manual intervention unless specifically required.
The Bidder are expected to make note of the following application modules which are already
implemented at Utility.
Application Name
Single Window System
GIS WEB APP
Bill payment Application
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RTGS Registration Portal

Contact Registration Portal
GoP Portal
Post Data APIs from Inventive
API FOR PSPCL MOBILE APP
PSPCL Website
MDAS
SAP Components (CRM-Web, PI Web, CRM GUI-SAP Module, ISU
GUI-SAP Module, BI GUI, SAP Solman & EP)
ERP (Oracle Based)
MDMs
SI needs to propose appropriate middleware solution for integration between Billing System and other
supporting system including but not limited to the followings:
1. All required data residing in existing legacy applications to be identified and transferred /
integrated with Billing System.
2. End to End Integration of supplied Billing system and supporting solution with existing IT
/Business Solutions and applications implemented across the value chain of Utility.
3. Integration with any upcoming IT/Business systems at Utility like Payment Gateway, Metering-
Billing-Collection (MBC) Solution, Bio-metric system etc.
4. All interfaces should self-checking so that any exceptions or data validation errors are reported by
the system.
5. The integration middleware should be based on Service Oriented Architecture (SOA) and other
forms of Application Program Interfaces (API) and use publish / subscribe mechanism.
6. The Solution to be proposed as part of the bid will need to be integrated with any or all the above-
mentioned application modules
7. To ensure that the integration is seamless with other applications would also be in the scope of
Bidder
8. Any adapters, licenses, tools, scripts etc. required for integration with the existing and upcoming
IT solutions of Utility will need to be arranged by the Bidder
9. Since all the existing IT Solutions & application modules are already in production and are
business critical applications which bring in huge revenue for the Utility, it will be SI’s
responsibility to ensure minimal downtime for integration and flawless integration which doesn’t
disrupt any of existing business processes or cause any revenue loss to the Utility.
10. The integration mechanism adopted must have minimal impact on the existing systems
11. The access to data will only be through business rules i.e., the applications will not access data
directly without going through APIs managed by business rules/validation/workflow.
12. The integration middleware/interface must validate the Data to be integrated
13. It must maintain integration logs that confirm the success or otherwise of the interface.
14. Utility can arrange for a session with existing the SI in case the SI need to understand any of the
existing solutions and clarify their doubts.
7. Audits and IT Security
7.1 Audits & Reporting
The audit and reporting activities will be carried out by any internal authority, Product OEM, or any
Third-party agency to ensure the compliance with quality and overall requirements captured in RFP for
Billing System to achieve the goals and objectives as envisaged by the Utility.
Billing System being deployed as a part of this project, will require an auditing and validation both
initially as well as on an ongoing basis. The audit activities are mandatory and shall be carried out
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periodically inline to the timelines/frequency captured as per audit requirements of RFP. However, in
case of any exception the audit and validation activities can be carried out in an ad-hoc basis, at the
discretion of Utility. The SI must understate to cooperate and support such audit or validation activities
conducted by Utility or any of its appointed agency.
SI will be responsible for facilitating and extending full cooperation for audits by any internal authority,
Product OEM, or any Third-party agency.
To carry out Billing System audit (OEM Audit), the cost for the iteration shall be borne by the SI
including the cost to incorporate any post audit suggestions /recommendations.
However, for any other third-party audit, the cost will be borne by Utility. If in case, due to un-fulfilment
of requirement due to SI, multiple iterations (more than 1) are required to be carried out for any third-
party audit, then the cost of further audits will be charged to SI for any subsequent iterations or visits of
third-party auditors.
The audit and validation activity will be carried out to identify, assess, evaluate, and recommend on but
is not limited to, the following:
a. Performance
b. Security
c. Manageability
d. Customized Source Code
e. OEM Standard and Compliance
f. Availability of Services
g. Functional and Technical Specifications
h. Policy and Procedure
i. Service level requirement
j. Software and supporting system
k. Hardware and other components
l. Project Documentation etc.
7.1.1. Auditing
The purpose of audit will be to assess, evaluate and assure to the management of the Utility, that the
implemented Billing System, process, policy, and elements of systems are functioning properly and
effectively to achieve the planned objectives. In case, any element of the solution is not functioning in
line to the specific requirements and standards, then audit shall recommend the required corrections and
corrective action.
The audit activity shall include verification, examination, and evaluation of overall solution with
objective evidence to assess, that Billing System solution has been designed, developed, implemented,
and documented in accordance and in conjunction with specified requirements.
The audit and validation activities under this will include but is not limited to, the following mentioned
activities:
7.1.1.1. Service Level Agreement (SLA) Audit:
The quarterly monitoring and performance review of the SI against the monthly formulated reports for
SLA.
a. A designated third party or personal from Utility will review the performance of the SI against
the SLA.
b. The SLA reports shall be formulated based on the automated system generated reports.
c. The SI shall submit the system generated monthly SLA report to the designated Nodal officer
as per agreed frequency and timeline.
d. For requirement of SLA audit, the Utility may perform a visit either by internal department or
by an external contractor at respective Data Center and Disaster Recovery Center locations.
e. The review / audit report will form a basis of any action relating to imposing penalty on or
breach of contract of the SI.
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7.1.1.2. Billing System- OEM Audit

This audit activity shall include the validation and assessment of entire Billing System and supporting
systems through Original Equipment Manufacturers (OEMs). The required activity shall be performed
on the entire implemented solution to certify that all necessary standards, precautions, and guidelines
has been adhered to achieve the optimal performance of the solution.
A. First Iteration of Audit – Blue Printing and Designing of Billing System

a. Review of AS-IS, TO-BE, Gap analysis, Solution mapping document and technical design
document along with any other related document
b. Prepare module wise detailed observations covering & including but not limited to process
coverage, usage of Billing System functionalities, risks in customized processes (if any).
c. Data Migration strategy with the proposed data conversion templated and migration strategy for
existing IT Solutions, if required.
d. Shall include recommendation on industry best practices for Utility as appropriate e.g.,
organization structure, codification etc.
e. Audit to ensure installation of proper versions and licenses Billing System including, but not
limited to Billing System Software’s licensing, integration middleware, supporting systems, any
other layer of software etc.
f. Verification of standard Billing System functionalities including module, sub-module which
can be used to meet Utility requirements
g. Verification and review of the custom development approach and methodology as per standards
recommended by Billing System OEM. Further, OEM will also identify risks for Utility in such
developments
h. Review of all custom developed components / objects / process etc. with risk assessment (if
any)
i. If any standard Billing System functionality, module or sub-module is not used by SI same
needs to be informed to Utility.
j. Billing System OEM audit process will include review of solution documents and on-site
discussions with SI and Utility.
k. SI will be required to comply with Billing System OEM observations
l. After compliance by SI, Billing System OEM will verify and confirm that all relevant
observations/recommendations are incorporated by, and the solution provided by SI is
acceptable to Billing System OEM considering Utility’s requirements.
m. Billing System OEM will prepare a detailed audit report and submit the same to Utility. If
required, Billing System OEM need to present audit findings to management of Utility.
B. Second Iteration of Audit – Posts Development, Configuration and Rollout of Billing System
Billing System OEM will verify the specification and configuration to confirm, but is not limited to, the
following mentioned activities:
a. The OEM will verify and confirm before Go-live, the technical preparedness of the system is
appropriate for Go-live
b. The OEM will review technical & operational procedures, system performance, user support
documents & structure is as per scope and OEM standards
c. Shall verify that the implemented solution is in line with the standard practices
d. The OEM will conduct audit to confirm that the solution is performing as per Utility SLAs. The
audit report will be a pre-requisite to the completion of Billing System stabilization phase.
e. In case, if there is any variation, OEM will inform that implemented specifications
/functionalities etc. will suffice the requirements of Utility
f. If the specifications are not enough, OEM will inform and provide a detailed report containing
risks and impact on the overall solution to Utility.
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g. The SI will have to take corrective actions based on OEM recommendations. Post incorporation
of the recommendations the Billing System OEM will verify the compliance of the same.
h. Billing System OEM will ensure closure of all audit observations to its satisfaction and provide
final report to Utility.
The duration of OEM Audit shall be maximum 30 days including all audit activities and post audit
compliance checks and validation.
The following will be the deliverables of such OEM engagements and the mechanisms for follow up
actions.
a. The mechanisms.
o All the review by the Billing system OEM will occur in collaboration with Utility and the SI
team.
o The SI shall be required to participate in the Review program conducted by Utility and the
Billing system OEM.
o The SI shall depute their competent persons to participate in the review programs.
o The Review program will look for best implementation practices while following a prescribed
methodology.
o The extent and frequency of the review shall be determined by the Billing system OEM in
consultation with Utility but shall be frequent enough to validate each of the major project
milestones.
o While some of the review will be required to be done at the project site, some of the reviews
of codes or documents can be carried out at the location convenient to the Billing System
OEM.
o The Billing system OEM team will plan the activities in consultation with the SI and Utility
and the Billing system OEM will report directly to Utility on all the matters related to their
activities.
b. The deliverables.
o The deliverables of the activities of the Billing system OEM will, at the minimum include
recommendation reports, suggestions on specific action items, minutes of the meetings and
approval certificates.
c. The follow up actions.
o The SI is required to incorporate the recommendations arising out of the expert services
provided by the Billing system OEM.
o The Billing system OEM also will be responsible for helping Utility to get its
suggestions/recommendations implemented.
o The Billing system OEM should validate the incorporation of the review findings on behalf of
Utility.
o The efforts required for incorporation of the recommendations /suggestions /comments etc.
arising out of the activities of the Billing system OEM expert services, will be part of the
normal implementation effort for the project and treated as rework for inadequate quality.
Utility will not accept any change requests for these efforts.
User and Utility feedback

a. The SI is expected to build adequate mechanisms to get the feedback from different users of the
Billing system during different stages of the project. The users/stake holders for providing their
feedback will be identified by Utility.
b. The SI is expected to deploy in this project the expertise and experience of similar projects
carried out by them earlier. Although it is not expected that these experts will be full time on
site for the project, it is expected that all the key deliverables will go through a review with these
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experts. Similarly, the SI is expected to deploy all the quality assurance mechanisms as per
international quality standards for this project.
c. The SI should clearly indicate up front what are the deliverables which will go through internal
review, what type of expertise will be deployed for these reviews and what are the deliverables
which will follow the quality assurance plans.
d. If any of the deliverables are not acceptable to Utility or its appointed experts, it will have the
right to seek deployment of experts from the SI to review the deliverables.
Mechanism to adopt feedback

There are three types of feedback for the deliverables – from the Billing System OEM, from the
users/stakeholders and from the internal experts of the SI. The following is expected from the SI on the
feedbacks.
a. All the feedback will be discussed with Utility and based on guidance from Utility, will be
incorporated into the project
b. Since the feedback for any rework is by nature correcting the inadequacy of quality of the work
produced in the first place, Utility will not accept any change notice requests for these
modifications
c. The SI has to build adequate mechanisms to control the risks of time over runs possibly due to
effort required to rework bad quality deliverables
d. The SI has to indicate in the beginning and during the start of each phase how it plans to take
feedback and the mechanisms to incorporate the feedback into the project plan and deliverables
SI will report to Utility on how the feedback have been incorporated into the project deliverables and
take a sign off from the designated authority of Utility.
7.1.1.3. IT /Cyber Security Audit
A yearly audit of IT security and Cyber security practices by CERT-IN certified Third-party agency to
assess and evaluate the implementation of security policy and vulnerability assessment. The report shall
include the parameters as per the agreement with Utility and rate the security implementation in three
grades i.e., Satisfactory, Requires Improvement and Unsatisfactory.
a. Security Audit shall include but not limited to vulnerability assessment, penetration testing,
application security assessment, application assessment for entire infrastructure.
b. Third party agency shall be responsible for implementation of information security controls and
perform periodic assessment.
c. It shall propose ways to enhance the protection of Billing System & supporting cloud/ IT
Infrastructure.
d. Secure Configuration Review: Third Party Agency shall review the security configuration of
Billing System and provide the detailed report that include the recommendations for remedial
actions.
7.1.1.4. Business Continuity Plan (BCP)
A yearly audit of Business Continuity Plan (BCP) to ensure the adequacy, completeness, and
appropriateness of plan through various means including availability of technologies, processes, and
people to implement the plan that all broadly covered under the umbrella of business continuity and
disaster recovery. The audit of business continuity plan shall validate its major components and
parameters as per agreement with Utility shall rate the performance of BCP activities in three grades
i.e., Satisfactory, Requires Improvement and Unsatisfactory.
The overall audit activities shall be carried out with an intent of "As-Is" assessments to assess the current
operational capabilities of Data Center and Disaster Recovery Center Services, NBSP Services,
SDWAN, Help Desk Service Centers, Services suppliers etc. This activity shall take support of extensive
use of data analytics to enhance the audit coverage and focus on "risks that matter". The auditor shall
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follow the 360-degree approach to identify and mitigate risks related to both operations and legal
compliances. To benchmark against industry peers to implement the most efficient practice and policies.
It should be a rigorous program management and quality monitoring mechanism to ensure seamless
delivery of assessments despite large volume of system. The audit program shall be structured to
complete the reviews in minimum time with no disruption to daily business activities.
7.1.1.5. Follow-up Audit

Post completion of audit assessments (Internal or external) may have the findings that require corrections
and corrective action. Since most of the corrective actions cannot be performed at the time of audit.
Utility may require a further follow-up audit to verify that corrections were made, and corrective actions
were taken. The Utility may also conduct the follow-up audits to verify the preventive actions taken
because of performance issues that may be reported as opportunities for improvement.
7.1.1.6. Reporting
The SI shall provide the necessary support and co-operation for overall monitoring of the Billing System.
For purpose of monitoring the SI shall provide the system generated reports with a provision of further
detailed analysis, if required.
The SI shall formulate an exhaustive list of required reports and seek the concurrence of Utility. The SI
should submit the reports on a regular basis in a mutually agreed format. Each report shall be circulated
and submitted to the designated Nodal Officer of Utility in the format mutually agreed upon. An
indicative list and frequency of such reports are as following:
1) Weekly reports
a. Backup and restoration
b. EMS / NMS Report
c. New Software Patches
d. Resource utilization of critical components
e. Data Migration Report
f. Changes Made in Database
g. Changes Made in Middleware
h. DC and DR Replication Report
i. DC and DR Access Reports etc.
2) Monthly reports
a. Summary of resource utilization for all components in DC/DR
b. Log of preventive / break-fix maintenance undertaken
c. Summary of usage of storage media provisioned
d. Summary of major and minor changes undertaken in DC/DR
e. DC and DR Availability and Operations Report
f. Database Growth Report
g. Summary of Incidents reported
h. Consolidated SLA / Non-conformance Report
i. Integration Services
j. Help Desk Services
k. Project Management
l. IMAC Services
m. Resource Attendance
n. Service Management Controls Report
o. Change and Release Management
p. System Maintenance Reports etc.
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3) Quarterly Reports
a. Asset database report and Asset audit report
b. Feedback report from users for services rendered.
c. Security Audit Report
4) Incident Reporting (as and when it occurs)
a. Any system/component failure with root cause analysis
b. Peaking of resource utilization on any component
c. Bottlenecks observed in the system and possible solutions and workarounds.
5) Security Incident Reporting (as and when it occurs)
a. Detection of security vulnerability with available solutions/workarounds for fixing.
b. Hacker attacks, Virus attacks, unauthorized access, security threats, etc. — with root cause
analysis and plan to fix the problems.
c. Any hazards or events like Fire, environmental conditions, physical security, etc. at DC / DR.
7.1.1.7. Indicative Schedule for Audit
Sl. No. Activity Frequency Audit Agency
1 SLA Audit At discretion of Utility Internal/Third Party
Twice:
Billing System - 1. Post Solution Design
2 Billing System OEM
OEM Audit 2. Before Billing System Go-
Live
IT/ Cyber security
3 Yearly Internal/Third Party
Audit
4 BCP Audit Yearly Internal/Third Party
Table 1: Schedule for Audit
7.1.2. Security Requirements and Features
The SI will have to establish all the necessary procedures / infrastructure/ technology / personnel to
ensure that the Billing System Security is not compromised.
Broad Security requirements are:
a. Security features should be compliant with the e-Governance Security Guidelines (e Gov
Security Standards Framework (www.egovstandards.gov.in), National Cyber Security Policy
(NCSP 2013) and NCIIPC Guidelines, CEA (Cyber Security in Power Sector) Guidelines 2021
or any amendment from time to time etc. All systems should have integrated security features
that are configurable by the system administrator to control access to the application, functional
modules, transactions, and data.
b. Public key verification methods should be followed for verifying that the contents of a document
have not been tampered with and allowing the receiver to confirm the identity of the sender.
c. The applications should require the use of unique user IDs and passwords for authentication
purposes and digital signatures, Biometric and other devices as applicable.
d. The application should allow for the following:
a) The enforcement of password standards
b) The establishment of a specified period for password expiration, and
c) The prohibition of recent password reuse
e. System administrator should be able to define functional access rights and data access rights by
assigned user ID, functional role, and owner organization.
f. The systems should permit the system administrator to assign multiple levels of approval to a
single user.
g. System administrator should be able to restrict access to sensitive data elements by named user,
groups of users, or functional role.
h. System should be auditable as per requirements from time to time.
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i. System should have audit logging capability to record access activity, including the following:
a) All log-in/log-out attempts by user and workstation
b) User-submitted transactions
c) Initiated processes
d) System override events; and direct additions, changes, or deletions to
application-maintained data
j. System should provide the ability to query the audit log by type of access, date and time stamp
range, user ID, IP address and terminal ID.
k. All the information assets (information and information systems) should be classified, and
security should be defined according to criticality of the information asset. All the data /
information contained within systems or in hard copies related to this project, are owned by
Utility. No information should be made public either directly or indirectly nor allowed to be
accessed by unauthorized persons.
l. System audit should be enabled for all the information assets to establish detective controls.
System should have evidence, like audit trails, logs, registers, proof of background checks,
approvals from Utility or its designated agency, support for various decisions, support for
accounts etc. for the purpose of third- party security audit.
m. System should have security incident management procedures. This incident management
procedure has to use Technical Support facilities and should be reported in the incident
management System.
n. Should have system development and change control procedures including effective segregation
of duties and environment.
o. Proper protection against malicious software should be ensured. This would include
implementation of an effective anti-virus solution, scanning viruses at regular intervals or on
certain triggers and updating the solution as and when new patch is received from the anti-virus
solution provider.
p. Should have proper logical access security for all the information assets. Entire network
including servers, communication links, database etc., should be logically segregated from rest
of the networks.
q. Should ensure suitable technical and procedural controls to protect the network. Wherever the
Billing system project network comes in contact with an untrusted network, additional security
measures should be taken like firewall, IDS, DMZ, proxy server, encryption etc.
r. Should have a business continuity plan and a disaster recovery plan that should be implemented
before commencement of the operations. Robust backup procedures should be established for
the same.
7.1.2.1. Cyber Security

The SI shall provide end-to-end cyber security services to meet IT security challenges for Billing System
based on the proven frameworks and security best practices. It is vital that the processes and technology
supporting the Information Security function for Billing System are proven and compliant to best
practices/ standards. It is envisaged that the cyber security operations shall be centralized, structured,
coordinated, and responsive resulting in effective cyber threat prevention and detection, thereby
securing Billing System from attackers. The Information Security functions shall respond faster, work
collaboratively, and share knowledge more effectively. SI shall ensure adherence to latest guidelines/
regulations notified by the Govt. for example, CEA (Cyber Security in Power Sector) Guidelines, 2021.
The SI shall bring advanced data analysis and forensics insight to provide the following services to
Utility:
Sl. No. Cyber Security Requirement for Billing System
1. Security Services for DC/DR at CSP
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Sl. No. Cyber Security Requirement for Billing System

2. Security Services for Billing Platform
3. Web Application Firewall Services
4. Firewall Services
5. IPS Services
6. HIPS Services
7. Anti-APT Services
8. DDoS Services
9. Anti-Virus Services
Table 2: Cyber Security Requirement
7.1.2.2. Security during Development & Integration Phase:
The SI shall meet the security requirements listed below (including but not limited to) during the
development and integration stage:
a. The SI shall address emerging cybersecurity vulnerabilities in their software coding under
System Development Life Cycle (SDLC). This should be done by taking into consideration the
SANS Top 25 Most Dangerous Programming Errors and the OWASP Top 10 Projects.
b. The SI shall propose a legacy data cleansing approach.
c. The SI shall propose a security mechanism to be used for API and adopt the best practices such
as OWAPS guidelines to ensure security.
d. The SI shall promptly notify Utility when vulnerabilities are found in their code.
e. The SI shall apply security related patches and updates.
f. Remote access by the SI will only be performed using technology authorized by Utility.
g. Any data interfaces implemented or built by the SI will be required to have encryption and
authentication (strong authentication when possible.)
h. Files containing Utility information will be transferred using encrypted file transfer techniques
agreed upon by both parties.
7.1.2.3. Security during Operations phase

7.1.2.3.1. Security Policy
SI shall be certified for ISO 27001 (Information Security Management System). It will adopt leading
information security framework and business continuity management systems requirements (such as
ISO 22301) to define, monitor and update security policies (including network, server, application, and
website/mobile app security). Copy of ISO 22301 certification or the business continuity plan adopted
to be submitted by the bidder with the technical bid.
7.1.2.3.2. Incident Response
SI shall do the analysis of application and network incidents, do post-incident reporting, and implement
practices to ensure rapid response to attacks.
The SI shall do a proactive review of incident response plan to improve incident response time and
implement continuous improvement process to strengthen overall effectiveness of security.
7.1.2.3.3. Distributed Denial of Service (DDOS) Protection
SI should secure Billing System against DDoS attacks such as network and application level attacks
with minimal business disruption. For DC/DR, it must keep the businesses up and running at high
performance levels even under attack, avoiding any monetary losses and serious reputation damage.
7.1.2.3.4. Malware Analysis
SI shall conduct analysis of newly discovered malware to uncover its scope and origin. Perform dynamic
real-time analysis of advanced malware identified and prevent true zero-day and target attacks which
can aggressively evade signature-based defenses through various channels such as Web, Email & Files.
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SI shall perform the threat analysis of unwanted or suspicious malwares by the behavior or signature-
based deduction and take input from the logs, detection, vulnerability, or suspicious activities feeds IOC.
7.1.2.4. User Authentication and Control

SI shall define and implement highest level of access governance. The proposed of this solution is to
have an enhanced user role security where access should be restricted to only authorized users with
multi-factor or two-factor authentication.
The system should have access control features for controlling the access rights over the system and
over the various functions/features available for different types of users. Best practices from enterprise
security including password strength, password aging, password history, reuse prevention etc. must be
followed for access control.
Application user authentication and authorization related transactions should be encrypted and used a
wide array of authentication schemes, standards, or token types to ensure that only valid users and
applications get access.
a. The SI must ensure that end user access to DC/DR at server is through SSL, VPN.
b. The SI must ensure DC/DR at Cloud should have built-in user-level controls and administrator
logs for Transparency and audit control.
c. DC/DR at Cloud shall have access control policy and ensure role level access control employed
with ability to manage roles & identity centrally.
7.1.2.5. Hardening
All unnecessary packages must be removed and/or disabled from the system. Additionally, all unused
operating system services and unused networking ports must be disabled or blocked. Only secure
maintenance access shall be permitted, and all known insecure protocols shall be disabled.
a. SI shall provide consolidated view of the availability, integrity, and consistency of the
Web/App/DB tiers on DC/DR at Cloud.
b. SI must ensure Database nodes (RDBMS) should be protected with higher security layer at
DC/DR at Cloud.
7.1.2.6. Security Audit

The SI shall engage with the Cert-IN empaneled agency appointed by Utility and SI or CSP will
cooperate fully with the auditor. The auditors shall be responsible to conduct the following activities:
a. Security Audit that includes (but not limited to) vulnerability assessment, penetration testing,
application security assessment API testing and Mobile application assessment biannually (once in
six months) for entire infrastructure.
b. Implementation of information security controls and perform periodic (once in a year) assessment.
c. Propose ways to enhance the protection of Billing System & Supporting IT Infrastructure.
d. Ensure the applications are free from OWASP Top 10/SANS and CERT-IN web/mobile application
vulnerabilities as released from time to time.
e. SI is responsible for mitigating all security risks found and continuous monitoring Activities. All high-
risk vulnerabilities must be mitigated within 15 days from the date vulnerabilities are formally
identified.
Apart from the SI’s tasks, a third party agency shall be appointed to conduct:
o Source Code Review: Third party agency shall review the source code of web and mobile
applications for hidden vulnerabilities and design flaws. It shall also verify whether security controls
are implemented appropriately.
o Secure Configuration Review: Third Party Agency shall review the security configuration Billing
System and provide the detailed report that include the recommendations for remedial actions and
submit the results to Utility
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8. Training Requirements
The primary objective of the training is to achieve 100% user adoption through technical and behavioral
competencies covering all end users of Utility. Training shall be provided in both Second Language &
English Language as required, mostly in Second Language to Field Staffs. The SI shall propose a
training plan (including training curriculum and calendar) so that there is a proper transfer of knowledge
about the deployed Billing systems to utility staff.
The audience of the trainings shall vary for each type of training. The basic computer & IT Solution
training will cover all Class-A, Class-B, Class-C, and Class-D [Technical & Non-Technical] employees
of the Utility. The end user training for various Billing System Modules and Other associated systems
shall be for the users of the respective modules of the system. The SI shall provide training sessions to
all employees from lower level to higher level including officers from Utility on the domains listed in
below table.
Training for Employees of Utility in case of Billing System shall be on below areas:
a. Professional Training (Implementation team) - This is the training for the core group of
implementation team of the Utility. The Implementation/Core team will comprise of members from
IT domain. Each member would be trained in the relevant function / module. This Training would
be required to be given to approximately 90 to 100 personnel for Billing System. It is the
responsibility of the SI to deliver this training. Standard curriculum designed and agreed by the
Utility for Cloud Solution, hardware, software, and network preferably from the OEM partner or
OEM’s certified training partner shall be arranged for each group.
b. End User Training - The SI will provide training to all end users of Billing Systems. The End
Users/Business Users team will comprise of members carrying out day to day operation and task at
Utility for Billing System. Each member of End User/Business user group would be trained in the
relevant function / module. This Training would be required to be given to approximately [2000]
personnel for Billing System.
On instruction & approval of Nodal Officer, the train the trainer approach shall be adopted by the SI for
training & handholding. The Certified Functional, Technical, System administration and Database
management training for core team of Utility should be arranged by the SI directly from OEM/OEM
Certified Resources.
The training must be conducted using assistance from official OEM course curriculum mapped with the
Cloud Solution and Software Product’s to be implemented in the Utility. The Training Curriculum along
with Calendar need to be included as a part of technical proposal. The details of minimum training
curriculum and important consideration for training is mentioned below:
The training activity for Billing System shall comprise of the followings:
a. Training material must include documents and videos for usage of Billing System - Modules
(Bilingual - Second Language/English). These materials will be uploaded to the Billing System
itself and should be available as ready reckoners to the end users. The content should be updated
regularly and kept up to date as when changes take place to the Billing System modules.
b. Training sessions shall cover more hands-on training rather than instructive mode.
c. The training and delivery options shall be on-line, CBTs (Computer based trainings), instructor
led classrooms. Training material will be organized by functional process that will serve as the
training documentation for a particular functional area.
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d. Utility plans to adopt training platform as e-classrooms in future. SI should consider the same
for compatibility.
e. Necessary handholding and change management support shall be provided post training.
f. Feedback exercise shall be conducted for each training and accordingly evaluation will be used
for improvement of further trainings.
g. The SI in consultation and convenience of the Utility shall workout the training program and all
the other modalities of the training, which should be delivered by OEM certified consultants
and SI.
h. The participants of Utility will be issued a certificate by OEM/SI for attending these courses.
i. The SI is required to submit the plan accordingly accommodating training requirements to cover
entire user base. If there is increase in end user base during the project SI shall impart training
at no extra cost to Utility. The expected increase in end user base is approximately 2% YoY in
the next 3 years.
j. The SI shall provide associated documentation for all deployed systems to ensure a smooth
transition from deployment to post-deployment operations and maintenance of the system.
k. The ideal approach of the training should be formulation and involvement of core
implementation group from the very start of the project to ensure maximum retention and
adequate technical competency level.
l. Subsequent trainings and re-trainings should be conducted for identified groups/personnel.
m. Handholding during pre-implementation, implementation, Go Live and Post Go live should be
done by the SI.
n. Training calendar should be published to stakeholders and training sessions should be organized
either on site or over the web as per the requirement of Utility.
o. Knowledge sharing strategy should be adopted.
p. Training staff would be deployed at Utility offices during the course of the project as per
requirement of Utility.
q. The SI shall provide the necessary access of OEM training platforms and data repository to
Utility.
r. Training shall be planned in stages as required - before the implementation, during the
implementation and post implementation depending on the frequency as finalized by Utility.
s. Utility will consider competence development and capacity development within Training.
Product OEM will facilitate Utility end users for the customized code developed and deployed
by the SI.
t. The SI shall carry out the capacity building of core team including functional and technical
employees with an intent to create a team of experts capable to independently handle the
application operations & maintenance task and issues, if any.
u. The SI shall carry out the training of Utility team on reports development, configuration of
application setups and other skill sets as required to create a team of experts capable to
independently handle the maintenance & support requirement by Utility.
v. The SI shall carry out the hands-on training of core team members & end users on Billing
System and Other associated applications including training on system configuration, database
administration, backup & restoration, development, and maintenance task etc.
w. The SI shall formulate user manuals of Billing System and Other associated applications by
considering the specific configuration of implemented solution.
1. Scope of training for Billing System End users

a. The SI along with OEM should propose comprehensive end user training plan for adoption of
the applications developed/proposed to Utility.
b. The plan should incorporate a consistent, enterprise-wide user adoption strategy focusing on the
following five key areas:
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● Business Alignment
● Communication
● User Training
● Performance and Management
● Reinforcement
c. As content may vary across key business units, the degree to which the actual process, tools,
and rollout strategy are consistent will provide added economies of scale, as well as levels of
skill standardization. In summary, the end goal is striving to achieve 100% user adoption of the
Billing System application through behavioral and technical competencies.
2. Training Needs Analysis

Conduct a Training Needs Analysis to determine the training and development needs for all the job roles
that will be affected by the Billing System technology initiative at Utility. The OEM and the SI
consultants will collect the appropriate data on user groups, functional and process requirements per
user group, required skills and knowledge, existing training culture and training resources through
workshops and interviews with Utility business owners and key business users. This will result in a
Training and Development Plan including:
a. The training requirements per user group.
b. Recommendations on the most appropriate training delivery methods and channels.
c. Identification of the criteria for training success along with any challenges and risks.
d. Plan and responsibilities for the development of the training materials, such as instructor guides,
participant guides, media-based training, and quick-reference guides.
e. Knowledge sharing strategy to enable to perform future customizations internally.
3. Content Development
Development of customized, modular training materials based upon user roles and business process, and
customized application. The OEM consultants along with SI will work together with Utility Core team
members and Project team to enable transfer of knowledge. The following materials will be developed:
a. Paper-based classroom participant guides for each identified user group. These guides include
hands-on exercises and are based upon ‘Day in the Life’ scenarios.
b. Paper-based classroom instructor guides including instructor notes with additional background
information and points to be highlight during the training.
c. Media-based training simulations for pre-class preparation, in-class practicing and knowledge
and skills validation.
d. The SI can also be required to provide context sensitive on-line help, which includes all
materials provided in the hard copy manuals. Where possible, users should be able to add their
own on-line help documentation.
e. Usage of Billing System must be documented in video form and made available/distributed to
all users of Billing System. All training manuals will be uploaded to Billing System software,
also as FAQs etc. for ready reference.
4. Train-the-Trainer Program
Development and delivery of a Train-the-Trainer program to prepare Organization for the delivery of
the training program. This program will include:
a. Training the Utility Core Team members on the customized version of the Billing System
application’s as it would be trained to an end-user, allowing the training team to model the
approach.
b. Opportunity for knowledge sharing in the areas of leading practice, concepts, new business
processes and knowledge to the Utility Core Team members.
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c. Sharing of leading practices on creating an effective classroom and an appropriate learning

environment.
d. Sharing of leading practices on classroom communication to enable the Utility Core Team
members to encourage student involvement and student interaction.
e. The program includes instruction on non-verbal behavior, listening skills, questioning
techniques, how to manage difficult behaviors, interpreting body language, and general
presentation tips.
5. End user Training responsibilities to include the following

Task Deliverables
Role Analysis Training needs analysis matrix, identifying and defining the end-users of
all locations affected by the implementation of new technology and
associated processes
Curriculum Design Finalized-course designs, including:
● List of business processes and system tasks
● Outline of role-based training courses
● Plan for incorporating business process and policy information.
Education Project A project plan detailing:
Plan ● Timeline for entire project
● Ownership and responsibilities for training material development and
delivery
● Work efforts and resource requirements from the Utility
Table 3: End User Training Responsibility
a. Onsite training and support

Task Deliverables
Content Development ● Hands-on training to enable participants to create course outlines,
Tool training record topics, edit topics and publish & deploy content
Prototype ● Develop standards, design, and develop prototype content

Development deliverables utilizing the customer’s application environment.
Practice the review and revision lifecycle
Table 4: Onsite Training & Support
b. End user content development

Task Deliverables
Content Development ● End User training content in the form of simulations and Paper Based
for the topics identified content and video sessions
● Developing test material for topics identified
Table 5: End User Content Development
c. Train-The-Trainer Program
Task Deliverables
Content Publishing ● Role-based training media courseware
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Task Deliverables
● Role-based instructor and participant guides
Train-the-trainer ● Training the Utility’s Core Team members on the customized version of
workshop the Billing System as it would be trained to end-users, allowing the
training team to model the approach to train End Users
● Opportunity for knowledge sharing in the area of leading practice,
concepts, new business processes and knowledge to the Utility
● Each workshop will have at least 30 people. The workshop will be
conducted in batches. The SI will award a certificate of completion, after
completion of each training workshop.
● All the training material in soft and hard format will be handed over to
the utility and will be treated as utility property.
Technical training ● Training the Utility’s Core Team members on Cloud Technology, HLD,
LLD, Master Data Management etc.
● This training will be given to the Utility’s Core Team members
responsible for carrying out technical activities related to the system like
maintenance of database, operating system, backups etc.
Table 6: Train the Trainer Program
6. Training for Higher Management of Utility

a. Billing system Sensitization workshop: Sensitization workshop will be provided to members of
higher management of Utility. The training would provide high level understanding of the Billing
system and its functionalities. The session will also highlight the unique requirement of the proposed
Billing system.
b. Billing System Management Dashboard Training: This entails training provided to Senior
Management of Utility to be able to access and extract reports and other relevant analytical data for
quick decision making.
c. Locations of training: The training shall be provided at the location(s) at Corporate Office and Site
office locations of Utility. The space and furniture at these locations would be provided by the Utility.
d. The training center facility with seating capacity shall be provided by the Utility. The SI shall arrange
the necessary equipment’s and peripherals to carry out the training of end users.
9. Change Management
Utility considers implementation of Billing System will have significant impact on its business processes
and people. Effective change management activities will be required to ensure that Utility employees
are aware about the Billing system Project and the change in work practices. The SI will be required to
carry out activities as part of change management initiatives by focusing on the change management
and capacity building approach and plan so as to be able to tackle the issues that might arise due to new
processes of the Billing system.
Training for Billing System will allow multiple stakeholders to participate in the day to day management
of the solution and ensure sustainable programs to cover specific Billing system programs in order to
ensure adoption of the system at each level.
9.1 Change Management
Introducing radical reforms has to be necessarily accompanied by efforts to energize and orient the
mindsets of the people – both within and outside the department. For instance, the Utility staff should
be skilled to operate and work in a significantly newer and different way. A well-calculated and well-
designed strategy has to be followed for the people to be trained to work effectively in the new
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environment. It is necessary to formulate a change management plan with appropriate interventions for
capacity building, training, and stakeholder communications. A successful Change Management
Program will ensure:
a. A smooth transition to the new way of working
b. The organization/people support the changes implemented
c. Individuals know how the changes affect them and the role they have to play
d. Stakeholders to understand the benefits of the changes and internalize it
e. The new system and its underlying concepts are understood
f. People are aware of how roles and responsibilities are changing
g. Everyone is motivated and committed to the change program
h. The success and progress of the program is monitored and measured
9.2 Key Change Management Implications
The implementation of a new Billing system, Utility will have several change implications emanating
from the following changes:
a. Process and procedural (necessary introduction of some new process and systems emanating
from the need of changing core functional information flow in a few cases)
b. Technical and technological (introduction of new technologies for enabling the new
/unaddressed business requirements)
c. Organizational (transformation of existing organizational structure and redefined roles and
responsibilities)
9.3 Change Management Plan
SI will formulate a comprehensive Change Management Strategy built on three key components as
mentioned below:
9.3.1 HR Plan
The Human resources Plan will focus on the people in the organization. It will have four main
components as described below:
● Capacity Building Plan
o Classify all the stakeholders based on roles, education and current skill set and then provide
targeted trainings
o Conduct orientation workshops to familiarize the staff with the revised processes and new
technology
● Appraisal Workshop
o To be conducted to gauge the current knowledge of the staff and the status of the service
delivery system.
o The senior management should interact with all the stakeholders to understand and address any
issues
● Mentoring & Coaching Schemes
o Provide classroom training to the staff members such that each staff member is assigned a
mentor who is approachable for help
o Also, the shadow reverse shadow method of teaching will be adopted. The staff member will
first observe the mentor at work and then the mentor would observe the staff member at work
o Conduct Interactive quiz at the end of training session
● Feedback and Review
o Feedback will be obtained through questionnaires prepared in an objective manner from the
participants to measure the effectiveness of the change management program.
o Based on the evaluation, suitable methodology will be designed to achieve the expected levels
of awareness.
8.3.2 Operational Plan
The Operational Plan will focus on putting Change Management into action. It starts with a formal
appointment of a Change Management Team and defines a phased implementation approach.
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● Appoint a Change Management Team

o Identify a team of best performers during the training and nominate them as Process and System
Leaders.
o Process Leaders shall gain complete understanding of the change implications and strategies
relevant to the process of these services and help the staff members with any process related
queries.
o System Leaders shall help the staff members with any technical or system related queries
● Phased Implementation Approach
o PHASE I
▪ Development of training & communication materials
▪ Identification of creation of Change Management team
o PHASE II
▪ Release of official Communication
▪ Roll out of training and communication plan
▪ Organize exposure visits
o PHASE III
▪ Monitoring & appraisal of Change Management Strategy
▪ Organize Feedback Sessions
8.3.3 Communication Plan
The Project communication plan outlines the communication regarding the project. This includes
reporting of status and change control communications. In addition to providing information on the
project status and progress – which will increase the sense of involvement for everybody, the Change
Management Communication plan will include material on all other aspects of the program
implementation, including technology, process, etc. A high-level sample communication plan is
indicated below:
Type Description / Purpose Frequency
Project Status Purpose – This reports the accomplishments and results of the project Weekly
Meetings at selected milestones in the project. It also gives plans for the next
week, status of activities and significant issues for the project. This
report provides insight into any delays in the schedule.
Internal Project Purpose – To discuss progress of projects and any issues/concerns As Required
Meetings Frequency – As required, and at least twice a week
Change Control Purpose – To review proposed changes to the project scope As Required
Board (CCB)
Meeting
8.3.4 Data collection, feedback analysis and corrective action

Employee Involvement is an integral part of change management. Feedback from employees is very
much essential. Analysis and corrective action based on this feedback helps in implementation of change
management.
9.4 Responsibilities of Change Management Teams

The key responsibilities of Change Management Teams which include both SI and Utility would be as
follows:
a. Assessing and building staff capability to implement change quickly and effectively
b. Preparing key officers and their direct reports to meet the challenges and
c. opportunities they will encounter as they implement new processes
d. Implement and monitor training plans
e. Helping to increase individual skills, and knowledge
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f. Developing and implementing change communication plans

g. Facilitation to concerned staff for transition to new roles
9.5 Change Management Phase Wise Deliverables

Project Preparation
a. Prepare a detailed change management & communication strategy along with plan covering the
entire lifecycle of the project
b. Provide support to Utility in identifying change managers and change agents including
preparation of key skill requirements
Business Blueprint
a. Prepare change management related materials such as newsletters, booklets, etc.
b. Conduct change management workshops at corporate office and agreed field locations
c. Identify process level changes and/or role level changes due to Billing system implementation
and support Utility in effectively conveying the same
d. Prepare Key Performance Indicators (KPIs)
Design and Customization
a. Management awareness workshop
b. Risk assessment and Business Impact Analysis
c. Continuous communication & measurement of communication effectiveness.
Pre-Go-Live
a. Train the Trainer on Change Management Activities
b. Measurement of training effectiveness
c. Billing system readiness assessment
d. Continuous communication
Go-Live
a. Cut-over Strategy
o All transitional data from legacy & physical systems
o Sunsetting of Operations on Legacy System to Billing System
b. Go-live communications
c. Help Desk assessment
10. Facility Management Services (FMS)
The SI shall be required to provide the services to manage entire Billing System installed &
commissioned for Utility in order that the Billing System have maximum availability to enable Utility
to realize their desired business objectives.
a) System Management Services shall be provided by SI in order that maximum uptime and
performance levels of installed Billing System is ensured. As such, SI is expected to provide
services as per ITIL (IT Infrastructure Library) standards with performance levels meeting or
exceeding those mentioned in Service Level Agreement (SLA) agreed between Utility and the
SI.
b) The SI shall develop Billing system specific automated helpdesk with necessary ticketing tool
to be able to log and resolve tickets pertaining to the Billing System. To achieve the desired
Service Levels, the SI may need to interact, coordinate, and collaborate with the other vendors
of Utility. SI will act as the Single Point of contact for all issues relating to the Service Levels.
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c) The SI will be primary responsibility of providing desired services during the project
implementation period. The duration of Facility Management Services (FMS) shall be for 5
years which shall start immediately from the date of Enterprise-wide Go-Live of Billing System
at all locations of Utility.
d) The Facility Management Services (FMS) would, include following major areas of services.
i) Ticket logging through Help Desk Services
ii) Technical Support Services
iii) SLA monitoring etc.
e) The SI shall provide adequate resources for supporting the above said services at the user
locations. The Help Desk agents shall coordinate the assigning of user calls to FMS resources.
An indicative number of resources required for this is mentioned in minimum resource
requirement section of this RFP.
f) SI shall provide the Facility Management Services for agreed duration for each day coinciding
with the business hours of that particular location and SI shall also make arrangement for
handling of emergency calls. The Utility runs 24*7*365 days but the business hours of the utility
may be considered as 08:00 AM to 6:00 PM.
g) The SI shall submit a comprehensive Facility Management Services process, plan and
deliverables for the entire Billing System including the field activities along with the proposal
for approval of Utility.
h) SI shall perform periodic health check-ups and troubleshooting of all the Billing System and
implement proactive rectification measures as required.
i) FMS Team: SI shall appoint an FMS Helpdesk Coordinator of project in the Facility
Management Services phase. FMS Helpdesk Coordinator will be single-point-of-contact for
responding to all the queries or accepting its problem management requests from Utility. The
FMS Helpdesk Coordinator would be stationed at Corporate Offices/ Head Quarters of Utility.
The helpdesk team shall be stationed at Utility HQ. The space for setting up the helpdesk would
be provided by Utility. All requisite infrastructure and resources required for smooth
functioning of the FMS helpdesk would be provided by the SI at no extra cost to Utility.
j) The SI shall deploy enough and qualified, skilled manpower to carry out the FMS services. It is
imperative for FMS staff to know the tender including scope of work, solution etc. and be able
to deal with all the queries related to the Billing System. The SI shall ensure replacement in not
more than 7 days of the FMS staff whose performance is not found satisfactory by the Utility.
1) Functional Support
The Functional Support Services for application contemplated herein shall be provided for Billing
system implemented by SI. The SI shall render both on-site maintenance and support services to Utility.
The scope of the services is as below: -
a. Enhancements and defect fixes.
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a) SI shall incorporate technological changes and provide enhancements as per the requests made
by Utility. SI shall perform minor changes, bug fixes, error resolutions and minor enhancements
that are incidental to proper and complete working of the application.
b. Routine functional changes:
a) The SI shall be responsible for user and access management, creating new report formats, and
configuration of reports. SI shall provide user support in case of technical difficulties in use of
the software, answering procedural questions, providing recovery and backup information, and
any other requirement that may be incidental/ancillary to the complete usage of the application.
The SI shall perform user ID and group management services. The SI shall maintain access
controls to protect and limit access to the authorized End Users of Utility.
The services shall include administrative support for user registration, creating and maintaining user
profiles, granting user access and authorization, and providing ongoing user password support.
c. Tuning of the Billing solution:
a) The SI shall also undertake tuning of Billing system, databases, any third-party software, and
any other components provided as part of the solution to optimize the performance.
b) Deployment/Re-Deployment of Billing solution: The SI shall be responsible for deployment of
the Billing solution and re-deployment in case of any upgrades to the underlying hardware or
operating System and carry out any necessary testing.
c) The key service level requirements need to be ensured by the SI during the operations and
maintenance period. These requirements shall be strictly imposed and either Utility or a third-
party audit/certification agency shall be deployed for certifying the performance of the SI
against the target performance metrics as outlined in the SLA’s defined in the RFP.
2) Operations and Maintenance support for Billing System
SI shall provide Billing System application development and maintenance/support services on an
ongoing basis, especially in response to support required for integration, data exchange along with
requests for changes in the applications through an ATS. Support in software development and
maintenance shall include:
a) Maintaining usage of deployed Billing system applications to ensure its effective day to day
operational usage. The job includes support maintenance of all the application modules along
with system software.
b) SI shall debug and fix the operational problems, perform error handling while running the
application during the project period.
c) SI shall generate the additional system report, modify existing reports and queries, as per user’s
requirement.
d) SI shall provide hands-on assistance to the users to resolve any operational doubts as and when
needed while the application is in operations.
e) SI shall be responsible for Integration of deployed Billing system applications with other
applications/systems during the project period.
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f) SI shall document all the changes incorporated in the application software and improve the
documentation of existing user/system reference manuals of different modules wherever it is
necessary and required.
3) User Management Services
The user management services shall include Directory Services for Utility which comprises of the
following services:
● Domain management
● Group management
● User management
● Implementation of domain policies and standards etc.
The above-mentioned directory services shall be implemented and used within the enterprise
environment of Utility including DC and DR
4) Cloud Infrastructure Operations and Maintenance Services
SI shall carry out the below mentioned activities
1. Resource Management
SI shall be responsible for adequate sizing, provision and maintain of the necessary compute, memory,
and storage required, building the redundancy into the architecture (including storage) and load
balancing to meet the service levels.
While the initial sizing and provisioning of the underlying infrastructure may be carried out based on
the information provided in the Billing system tender and upcoming tender for CSP and SD-WAN
Service Provider, subsequently, it is expected that the SI, based on the growth in the user load (peak and
non-peak periods; year-on-year increase), will scale up or scale down the compute, memory, and storage
as per the performance requirements of the solution and meet the SLAs.
a) In addition to scaling, for any major expected increase in the workloads, carry out the capacity
planning in advance to identify and provision, wherever necessary, the additional capacity to
meet the user growth and/or the peak load requirements to support the scalability and
performance requirements of the solution.
b) The scaling up/scaling down (beyond the auto-scaling limits or whenever the auto-scaling limits
needs to be changed) has to be carried out with prior approval by Utility. SI shall provide the
necessary details including the sizing calculations, assumptions, current workloads, and
utilizations, expected growth /demand and any other details justifying the request to scale up or
scale down.
2. Patch and Configuration Management
SI shall manage the instances of storage, compute instances, and network environments. This includes
agency-owned and installed operating system and other system software. SI is also responsible for
managing specific controls relating to shared touch points within the security authorization boundary,
such as establishing customized security control solution examples include, but are not limited to,
configuration and patch management, vulnerability scanning, disaster recovery, and protecting data in
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transit and at rest, host firewall management, managing credentials, identity, and access management,
and managing network configurations.
3. Cloud Security Administration
a) Appropriately configure the security groups in accordance with the Security policies.
b) Regularly review the security group configuration and instance assignment to maintain a secure
baseline.
c) Secure and appropriately segregate/isolate data traffic/application by functionality using DMZs,
subnets etc.
d) Ensure that the cloud infrastructure and all systems hosted on it, respectively, are properly
monitored for detection of unauthorized activity.
e) Conducting regular vulnerability scanning and penetration testing of the systems, as mandated
by Government Agency’s policies.
f) Review the audit logs to identify any unauthorized access to the government agency's systems.
4. Monitoring Performance and Service Levels
SI shall provide and implement tools and processes for monitoring the availability of assigned
applications, responding to system outages with troubleshooting activities designed to identify and
mitigate operational issues.
a) Reviewing the service level reports, monitoring the service levels and identifying any deviations
from the agreed service levels.
b) Monitoring of service levels, including availability, uptime, performance, application specific
parameters, e.g., for triggering elasticity, request rates, number of users connected to a service.
c) Detecting and reporting service level agreement infringements.
d) Monitoring of performance, resource utilization and other events such as failure of service,
degraded service, availability of the network, storage, database systems, operating systems,
applications, including API access within the cloud service provider’s boundary.
5. Backup
a) Configure, schedule, monitor and manage backups of all the data including but not limited to
files, images, and databases as per the policy finalized by Utility.
b) Restore from the backup wherever required.
6. Business Continuity Services
a) Provide business continuity services in case the primary site becomes unavailable.
7. Support for Third Party Audits
a) Enable the logs and monitoring as required to support for third party audits
8. Miscellaneous
Prepare a comprehensive Facility Management Service plan for managing the cloud services and keep
it updated with any changes during the project. Create and maintain all the necessary technical
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documentation, design documents, standard operating procedures, configurations required to continued

operations and maintenance of cloud services.
5) Storage and Backup Management
The SI shall perform backup of data & information for Billing System as per the requirement of Utility.
This will include installation of backup software, managing the tape/disk library, regular backup and
restore operations and assuring security of the media through appropriate access control. In addition, the
SI shall also manage scheduled data replication. The activities shall include:
⮚ Backup of operating system, database and application shall be performed as per stipulated
policies of Utility at the data center. The SI shall provide required tools for undertaking these
activities.
⮚ Monitor and enhance the performance of scheduled backups, schedule regular testing of
backups and ensure adherence to related retention policies.
⮚ Ensure prompt execution of on-demand backups of volumes, files and database applications
whenever required by Utility or in case of upgrades and configuration changes to the system.
⮚ Real-time monitoring, log maintenance and reporting of backup status on a regular basis. The
administrators shall ensure prompt problem resolution in case of failures in the backup
processes.
⮚ The administrators shall undertake media management tasks, including, but not limited to,
tagging, cross-referencing, storing, logging, testing, and vaulting in fireproof cabinets (onsite
and offsite at CSP data centers).
⮚ The SI shall ensure the physical security of the media stored in cabinets.
⮚ The SI shall also ensure that a 24x7 support for file, database and volume restoration requests
is available at the data centers.
⮚ The SI will provide enough/adequate disk to disk D2D Backup Solution for daily, weekly, and additional
backups for the duration of the contract. The SI shall also provide media (tape library) for above said
backups for the duration of the contract to keep the backups offsite(s) in the fireproof vault.”
6) Cloud Data Center and Data Recovery Center Operations

SI’s responsibilities shall include but are not limited to the below
a) Monitor, log & report of entire IT Infrastructure Solution including servers, storage, supporting
system, software, equipment & module operation etc. on 24x7x365 basis.
b) Perform periodic health checkup & troubleshooting of all systems & modules installed &
implemented in adherence to the proactive rectification measures
7) Server Administration/ Management
SI’s responsibilities shall include but are not limited to the below
a) Provide the server administration and monitoring service to keep servers stable, operating
efficiently and reliably.
b) Provide administrative support for user registration, creating and maintaining user profiles,
granting user access and authorization, providing ongoing user password support, and providing
administrative support for print, file, and directory, services.
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c) Setting up and configuring servers.

d) Installation of the server operating system and operating system utilities.
e) Re-installation on event of system crash/failures.
f) Administration of Operating System for IT system.
g) Manage Operating system, file system and configuration.
h) Ensure proper configuration of server parameters, operating system administration and tuning.
i) Regularly monitor and maintain a log of the performance monitoring of servers including but
not limited to monitoring of CPU, disk space, memory utilization, I/O utilization, etc.
j) Regular analysis of events and logs.
k) Apply OS Patches and updates.
l) Monitor & verify logs files and periodically clean up log files.
m) Ensure proper running of all critical services on the servers. Schedule and optimize these
services.
n) Maintain lists of all system files, root directories and volumes.
o) Resolving all server related problems.
p) Escalating unresolved problems to ensure resolution as per the agreed SLAs.
q) Responsible for periodic health check of the systems, troubleshooting problems, analyzing, and
implementing rectification measures.
r) Logical access control of user and groups on system.
s) Responsible for managing uptime of servers as per SLAs.
8) Database Administration Services
SI’s responsibilities shall include the below but are not limited to:
a) Undertake end-to-end management of database on an ongoing basis to ensure smooth
functioning of the same.
b) Undertake tasks including managing changes to database schemes, disk space, storage, and user
roles.
c) Setting and tuning system parameters.
d) Building appropriate indexes, specifying large enough buffers and caches, aligning the database
implementation with IT infrastructure, monitoring databases and applications, re-organizing
databases etc.
e) Manage database upgrade or patch upgrade as and when required with minimal downtime.
9) Backup/Restore Management
SI shall perform backup and restore management in accordance with mutually agreed to backup and
restore policies and procedures, including performance of daily, weekly, monthly quarterly and annual
backup functions (full volume and incremental) for data and software maintained on Servers and storage
systems including interfacing with Utility’s specified backup media storage facilities
SI’s responsibilities shall ensure the below but are not limited to
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a) Backup and restore of data in accordance to defined process/procedure.

b) 24x7 support for file & volume restoration requests.
c) Maintenance and Upgrade of infrastructure and/or software as and when needed.
d) Performance analysis of infrastructure and rework of backup schedule for optimum utilization.
e) Generation and publishing of backup reports periodically.
f) Maintaining inventory of storage in the Backups Solution and tapes at cloud locations
g) Forecasting storage (disk) requirement in the Backup Solution along with tape requirements in
the Tape Library for backup
h) Ensuring failed backups are restarted and completed successfully within the backup cycle.
i) Monitor and enhance the performance of scheduled backups.
j) Real-time monitoring, log maintenance and reporting of backup status on a regular basis.
k) Management of storage environment to maintain performance at optimum levels.
l) Periodic Restoration Testing of the Backup.
m) Periodic Browsing of the Backup Media.
n) Management of the storage solution including, but not limited to, management of space, volume,
RAID configuration, configuration and management of disk array, SAN fabric/switches, tape
library etc.
o) Interacting with Process Owners in developing/maintaining Backup & Restoration
Policies/Procedures.
p) To provide MIS reports as per agreement.
10) Messaging System management
SI will provide management of messaging systems, including administration of messaging servers and
monitoring performance.
11) Service Delivery Management
SI shall provide detailed description for service delivery management for the complete project plan and
deliverables and project management methodology.
1. Project Management
i. SI will assign Project Managers (For Utility) who will provide the management interface
facility and has the responsibility for managing the complete service delivery during the
contractual arrangement between Utility and the SI.
ii. Project Manager will be responsible for preparation and delivery of all monthly/weekly
reports as well as all invoicing relating to the service being delivered.
iii. Project Manager’s responsibilities shall essentially cover the following:
⮚ Overall responsibility for delivery of the Statement of Works (SOW) and Service Level
Agreement (SLA).
⮚ Act as a primary interface to Utility for all matters that can affect the baseline, schedule, and
cost of the services project.
⮚ Maintain project communications through Utility’s Project Leader.
⮚ Provide strategic and tactical recommendations in relation to technology related issues.
⮚ Provide escalation to SI’s /Utility’s senior management, if required.
⮚ Resolve deviations from the phased project plan.
⮚ Conduct regularly scheduled project status meetings.
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⮚ Review and administer the Project Change Management with Utility Project Leaders.
⮚ Identify and resolve problems and issues together with Utility’s Project Leaders.
⮚ Responsible for preparation and delivery of all weekly/quarterly/monthly reports as well as all
invoicing relating to the services being delivered
12) Help Desk
Help Desk shall act as a single-point-of-contact for all service problems pertaining to software &
network. The SI shall create and maintain a dedicated centralized online Helpdesk specific to Billing
system operations with a telephone number, E-mail and call tracking mechanism that will resolve
problems and answer questions that arise from the use of the offered solution as it is implemented at
Utility.
Users can log the queries/complaints, which shall be resolved as per the Service Level requirements.
The helpdesk queries/complaints can be related to connectivity, messaging, security, software,
configuration, and any other issues that arise in the Billing System.
Help Desk software shall take care of classification, automatic escalation, management, and status
tracking and reporting of incidents as expected by the service level requirements. Status tracking shall
be available to users through telephone number as well as online through software.
a) The Helpdesk will respond to and resolve the problems as per the SLA.
b) Problems shall be classified into various levels of priority mentioned in the SLA. The assigned
priority for each problem shall depend upon:
i. The extent of the problem’s impact on the usability of the system
ii. The percentage of users affected by the problem
c) The initial assignment of priorities is the responsibility of the Help Desk’s Problem Manager on
basis of SLA. However, Utility can change the priority assigned to a particular problem and the
procedures that exist for escalating a problem to progressively higher management levels, until
agreement is secured.
d) The precise definition of problem priorities shall be documented in the SI’s SLA.
e) Helpdesk shall troubleshoot on systems, applications (software), network, cloud services related
issues, multimedia related issues, server administration, security policies, 3rd party coordination
etc.
f) After problem resolution, the logged problem in help desk will be closed and notification will
be sent to user for confirmation and rate the customer service on defined parameter in helpdesk.
g) Help Desk shall be responsible for change management like schedule up gradation of software
components, cloud service components etc. Help Desk will co-ordinate and take approval from
Utility for the same and will inform all users for such event in advance.
h) Help Desk shall also be responsible for managing problems/incidents related to network link at
each Field/Substation location, offices, and HQ. Help Desk shall ensure timely response and
assigning the problem/incident on priority basis.
Help Desk shall be ITIL compliant & shall implement ITIL compliant help desk processes like Change
Control & Management Procedure, Incident & Problem management approach etc. The SI shall utilize
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help desk tools, which are ITIL complaint and are open for integration with other enterprise management
tools like EMS/NMS system etc.
Providing Help desk solutions application
The Service desk/help desk module shall include the automate “Helpdesk Solution Application”. A
solution record is a predefined response to a problem or commonly asked question. A solution record
consists of a symptom, a cause, and a resolution. The solutions can be associated with incident and
problem records. The Solution application is used to create, approve, and manage solution records.
Search Solution can be used to search for and view solution records. The Helpdesk Solution application
shall include the following features:
a) Ability to specify which solution records shall be available to self-service users in the Search
Solutions application
b) Ability to specify a Classification for the solution
c) Ability to indicate a Status for a solution. A solution record can have one of the following
statuses: DRAFT, ACTIVE, or INACTIVE
d) Ability to attach documents or Web sites to a solution record
e) Ability to use the Solutions application to change the status of a solution record
f) Ability to create, update and delete a solution in Solutions Application.
Any event triggered shall be forwarded to service desk that submits & updates trouble ticket & also
updates status of ticket back to EMS/NMS. The EMS/NMS shall automatically forward events to service
desk. The EMS/NMS operator shall also be able to generate tickets & forward it to helpdesk. Helpdesk
personnel must also be able to update ticket to EMS/NMS.
A. Billing System Services
a) Provide Level One Support for Billing System, including incident logging, assigning
incident numbers, and dispatching the appropriate support personnel to remedy a problem.
b) Prioritize problem resolution in accordance with the severity codes and Service Levels
specified.
c) Provide system status messages, as requested.
d) Maintain the defined help desk operational procedures.
e) Notify designated personnel of failure of any component of Billing System, or of an
emergency.
f) Initiate a problem management record (“PMR”) to document a service outage to include
(for example) date and time opened, description of symptoms, and problem assignment
(Level Two/Level Three), and track and report on problem status, as required.
g) Monitor problem status to facilitate problem closure within defined Service Level criteria
or escalate, as appropriate.
h) Monitor PMR closure, including documented problem resolution.
i) Provide Utility with complete and timely problem status through the problem tracking
system, as requested.
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j) Maintain an updated help desk personnel contact listing.

B. Management Services
a) Provide “ownership-to-resolution” of all help desk calls, monitor and report.
b) Progress of problem resolution confirm resolution of the problem with the End User and
log the final resolution via the problem management system.
c) Analyze and report on calls received by the help desk, including
i. Call volumes and duration,
ii. Incident & Problem trends,
iii. Call resolution time.
d) Assign priorities to problems, queries, and requests based on the guidelines/SLA provided
by Utility.
e) Monitor and report to Utility on maintenance performance.
f) Provide input to Utility on End User training requirements based on help desk call tracking
and analysis.
g) Update contact list of users initially provided by Utility.
C. Install/MAC Services (Install Move Add Change)
a) Act as the point-of-contact for install and MAC requests and status.
b) Act as the interface for coordinating and scheduling all installations and MACs.
D. User oriented Services
a) Provide an interface for user requests, such as new user IDs, address changes, routing
requests, and password changes.
b) Advise the End User to take reasonable steps to backup information, if possible, prior to
attempting to affect a resolution either by phone or hands-on during Desk Side Support
Service.
The Utility shall help SI to define the help desk call prioritization guidelines
13) Vendor Management Services
As part of this activity the SI’s team will:
a) Manage the vendors for escalations on support.
b) Logging calls and co-ordination with vendors.
c) Vendor SLA tracking.
d) Maintain database of the various vendors with details like contact person, Telephone Nos.,
response time and resolution time commitments. Log calls with vendors Coordinate and follow
up with the vendors and get the necessary updates/supports/spares exchanged.
e) Analyze the performance of the vendors periodically. (Quarterly basis)
f) Provide MIS to Utility regarding tenure of completion of ATS with outside vendors for the
Billing system in order that Utility may take necessary action for renewal of ATS. SI shall also
provide MIS regarding performance of said vendors during existing ATS.
g) SI shall provide SI with contact details of individual vendors.
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14) Anti-Virus Management

This service includes virus detection and eradication, logon administration and synchronization across
servers, and support for required security classifications.
15) SD-WAN Network Monitoring & Management
This service provides for the availability monitoring of the network environment. The network
management includes proactive monitoring and management.
SI’s responsibilities shall include:
a) Provide a single-point-of-contact for responding to Utility’s SD-WAN Network management
queries or accepting its problem management requests. SI’s SD-WAN Network management
specialist will respond to Utility’s initial request within agreed service level objectives set forth.
b) Monitor availability & escalate to SD-WAN service provider and notify Utility for Network
Outages.
c) Review the service levels of the Bandwidth service provider (as per pre-defined schedules on SLA
performance) along with Utility.
d) Provide network availability incident reports severity wise to Utility in a format mutually agreed.
e) Provide SLA performance management report of the SD-WAN Network.
f) System performance is to be monitored independently by the SI and a monthly report mentioning
Service up time etc. is to be submitted to Utility. The report shall include:
i. SD-WAN Network configuration changes
ii. SD-WAN Network uptime
iii. Latency report (both one way and round trip) times
iv. Historical reporting for generation of on-demand and scheduled reports of SD-WAN
network metrics with capabilities for customization of the report presentation
v. Generate SLA violation alarms to notify whenever an agreement is violated or is in danger
of being violated
g) Any other reports/format other than the above-mentioned reports required by Utility
h) The SI shall monitor the SD-WAN network on a continuous basis using the appropriate service tools
and submit reports on monthly basis for SD-WAN system.
16) Service Management Controls
1. Incident Management
The SI must have:
a) Ability to create an incident record to document a deviation from an expected standard of
operation.
b) Ability to create other ticket from the incident, if resolving the incident involves creating a
service request, problem, or work order.
c) Incident could be created automatically from sources such as email, system-monitoring tools.
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d) Ability to have ticket template containing data that agent can automatically insert in common,
high-volume records. Instead of manually entering standard information each time, SI can apply
a template that contains information such as owner, service group, service, classification,
internal priority, activities, labor requirements, and activity owners.
e) The template can add the following information but can be modified to include the following:
Priority, Owner or Owner Group, Service Group or Service, Classification; for Activities;
Activity, Sequence, Job order, Site, Organization, Description, Owner or Owner Group,
Priority, Vendor, and Classification.
f) Ability to assign ownership of an incident either to a person or a person group who is responsible
for managing the work associated with that record.
g) Ability to assign ownership via workflow or an escalation process.
h) Ability to associate an asset for an Incident Record if the issue you are reporting or working on
involves an asset.
i) Ability to view a list of related records and view the work and communication logs for all related
records on one screen, on the global record.
j) Ability to create a service request from an incident with a relationship between the two records.
k) Ability to create a Problem from Incident application to record an unknown, underlying cause
of one or more issues.
l) Ability to create a release in the Incident application when resolving the Incident involves
releasing a set of bundled changes to users.
m) Ability to relationships between Incidents.
n) Ability to identify a global incident, which is the root cause of many other issues or that is
something affecting many users.
o) Ability to automatically assign one or more SLAs via Workflow or Escalation process based on
SLA’s criteria.
p) Ability to apply an incident template which contains activities that can be viewed and edited.
q) Ability to find and attach Solution record containing information on resolving to an Incident
record.
r) Ability to record Solution containing information on the symptom, cause, and resolution.
s) Ability to create and submit a draft solution from the Incident application screen which an agent
can approve the solution for general use later.
t) The communication log stores inbound and outbound messages and attachments sent between
users and agents.
u) Ability to view communication entries associated with a record.
v) Ability to use a communication template to fill in default data.
2. Ticketing Management
a) Ability to specify an Owner or Owner Group and Service Group or Service for the ticket.
b) Ability to specify a Classification for the ticket.
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c) Ability to specify both a Reported Priority and an Internal Priority for the ticket.
d) Ability to list related assets on a ticket.
e) Ability to track time spent on a ticket
f) Ability to apply one or more service level agreements (SLAs) to a ticket.
g) Provide Self-Service Service Requests module to allow users to submit and view service
requests.
h) Ability to create other ticket from the service request, if resolving the service request involves
creating an incident, problem, or work order.
i) Ability to relate existing tickets to the service request.
j) Service requests could be created automatically from sources such as email, system monitoring
tools.
k) Ability to add a classification to enable workflow processes, escalations, and service level
agreements.
l) Ability to have ticket template containing data that agent can automatically insert in common,
high-volume records. Instead of manually entering standard information each time, agent can
apply a template that contains information such as owner, service group and service,
classification, and internal priority. The template can add the following modifiable information:
Priority, Owner or Owner Group, Service Group or Service, Classification, Vendor, and
Organization.
m) Ability to assign ownership via workflow or an escalation process
n) Ability to select related asset by hierarchical view
o) Ability to filter the related asset list by value list: All, Public, or User/Custodian. The default
User/Custodian is the affected person specified on the record.
p) Ability to show similar tickets to search for and relate other tickets to the current record. The
purpose is for information only.
q) Ability to automatically assign one or more SLAs via Workflow or Escalation process based on
SLA’s criteria
3. Problem Management
The SI must develop an effective problem management system to reduce the impact of problem that
occur and minimize its reoccurrence. It shall help in identifying the root cause of the problem and proper
recording and tracking of the problem till its resolution. To systematically capture, record, track and
resolve the calls, robust application tools with following functionalities/features shall be provided. The
tools shall have following features:
a) Ability to apply a template to a Problem. The template contains common data such Priority,
Owner or Owner Group, Service Group or Service, Classification, Vendor, and Organization.
b) The Problem template also can contain activities, labor requirements, and activity owners.
c) The Problem template also can contain Problem activity common data such as, Sequence
number, Job Plan, Site, Organization, Description, Owner or Owner Group, Priority, Vendor,
and Classification.
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d) Ability to associate an asset for a Problem Record if the issue you are reporting or working on
involves an asset.
e) Ability to select related asset by hierarchical view.
f) Ability to relate other tickets and work orders to a Problem.
g) Ability to show similar tickets to search for and relate other tickets to the current record.
h) Ability to show similar tickets, Problems to search for and relate other tickets, Problems to the
current record.
i) The similar ticket search results only list service requests, incidents, and problems having the
same Classification. Records are not included in the results if they either are global records or
history records.
j) Ability to identify a Problem as global record. A global record captures information about an
issue affecting many people. The record might be a created for a shared asset i.e., the root cause
of many other issues, such as a failed network server.
k) Ability to relate a Problem to a Global record.
l) Ability to create a service request from a problem, creating a relationship between the two
records.
m) Ability to create a Release in the Problem application when resolving the Problem involves
releasing a set of bundled changes to users. The created Release will be related to the originating
Problem.
n) Ability to identify a global Problem, which is the root cause of many other issues or that is
something affecting many users. A global record might have many other records related to it.
o) Ability to automatically assign one or more SLAs via Workflow or Escalation process based on
SLA’s criteria.
p) When you apply an SLA that includes a response commitment to a Problem, value in the Target
Start date field is set based on that SLA. and when an SLA that includes a resolution
commitment to a Problem, value in the Target Finish date field is set based on that SLA.
q) Ability to relate existing service requests, incidents and problems to a global record and manage
them via the global record.
r) Ability to manage the tickets via the global ticket, when linked with global relationships, so the
statuses of related tickets can be changed by changing only the status of the global record.
s) Ability to change status of each activity individually.
t) Ability to apply a template, which contains activities that can be viewed and edited
u) Ability to select labor for activities on a Problem
v) Ability to report labor time either for a Problem as a whole, for activities on the Problem, or for
both types of labor time
w) Ability to enter start and stop times
x) Ability to select an owner for each Activity individually
y) Ability to find and attach Solution record containing information on resolving to a Problem
record
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z) Ability to record Solution containing information on the symptom, cause, and resolution.
aa) Ability to create and submit a draft solution from the Incident application screen which an agent
can approve the solution for general use later
bb) Ability to use the Work Log in the Problem application to document work that needs to be done
or that was done to resolve the issue
cc) Ability to modify or delete Work Log with authorization protected
dd) Ability to create Communication action in Problem application to send communications about
a record to a requestor or other user
ee) Ability to use a communication template to fill in default data, such as the identifier, subject
from the originating record when create a communication
4. Change Management
The primary objective of change management is to:
a) Manage each change request from initiation through to closure.
b) Process Change Requests based upon direction from the appropriate authority.
c) Determine the Roles and Responsibility of the accountable personnel.
d) Communicate the impact of changes to appropriate personnel.
e) Allow small changes to be managed with a minimum of overhead.
The change control and management process shall be followed by the stakeholders constituting the
‘Change Advisory Committee (CAC)’. This committee shall comprise of the key stakeholders who shall
be involved from the stage of identification of a Change Request to its closure. Bidder shall detail its
change management methodology and activities for Billing system implementation in its proposal.
Bidder shall be evaluated based on its dedication to methodology and ability to stay focused on the
business process change and expected outcomes/benefits.
In case, the Utility defines additional requirement or changes in a functionality, the Bidder and the Utility
shall mutually decide the price to be paid to the Bidder for the services to be rendered. In addition, a
maintenance window shall be provided to the Bidder for incorporating the additional requirement or
changes in a functionality.
Change Order describes the labor, materials, tools, services, and tasks that the Bidder needs to complete
a Change. The Bidder is expected to be able to carry out the below functionalities under change
management
a) Ability to enter, modify the change order.
b) Ability to select a predefined change order (job order) and modify it as needed. The job order
shall have all details of the change order copied to it.
c) Ability to create a ticket or work order from an existing ticket or work order (or change order).
d) Ability to create follow-up work orders. A follow-up work order is for when you complete a job
but notice that additional work is needed on the same asset or location.
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e) Ability to create a change from a change. It is needed when, for example, a technician
completing a change discovers that additional work not specified on the change, such as a
software upgrade, is required to solve a problem.
f) Ability to create an Incident, problem, release & work order from a change.
g) Once a change is approved, it cannot be deleted or modified.
h) Ability to change the status of the Changes to complete which indicates all the physical work is
finished.
i) Ability to execute the move or modification of assets under change order.
j) Ability to view information about previous status changes.
k) Ability to change the status of the Change order’s task.
5. Release Management
The primary objective of release management procedure is to deliver, distribute and track one or more
changes for/during release into the live environment and
a) O1 – To plan and oversee successful rollout of software releases.
b) O2 – To communicate and manage expectations of Utility during the planning and rollout of
new releases.
c) O3 – To ensure that software being changed is traceable, secure and that only correct, authorized
and tested versions are installed.
d) The policy or procedural requirements arising out of the agreements signed or agreed between
the SI and Utility would supersede the procedural requirements stated in this document. The
applicability of the current procedure is for personnel or process deploying releases of software
and/or Billing System components into the production or live environment. While the
responsibility to provide staffing (roles used as per rate card, effort required by role, effort by
months or weeks as applicable) and timeline for a change request rests solely with the SI.
e) SI to Submit Rate Card for Change Management Duration.
This is broad level of scope of work of SI with respect to the software applications.
a) Release of new software, hardware, systems, and services into live environment
b) Release of changes to Billing System and services in the live environment
c) Quarterly release of functionalities
d) Publishing calendar for release – to be published by SI in consultation with the Utility
e) Decision on packaging and distribution of releases
f) Implementation of changes to software, hardware, systems, and services
g) Building the change request.
h) Provide staffing (roles used as per rate card, effort required by role, effort by months or weeks
as applicable) and timeline for a change request.
i) Utility will absorb the added/modified functionality from operational perspective which are
implemented as part of Release Management in 15 days from the date of release if there is no
major issue reported by Utility.
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6. Performance Management
The recording, monitoring, measuring, analyzing, reporting, and forecasting of current levels, potential
bottlenecks, and enhancements of performance characteristics for the services, networks, applications,
system software, and equipment within the scope shall be required. System tuning, and optimization is
an inherent part of this contract.
Where warranted, the SI will utilize capacity management data in combination with performance
management data to identify ways to improve performance levels of the resources, extend their useful
life, and request Utility to approve revisions/upgrades to the computing and communications hardware,
software, and other equipment such that higher levels of performance of the resources are obtained.
7. Capacity Management
The continuous monitoring, periodic analysis, and forecasting of the changes necessary to quantify
capacity and configuration of finite resources comprising the computing and hardware/software (cloud)
infrastructure supported under this initiative by the SI. The categories of resources to be capacity
managed include but are not limited to servers & system software.
8. Security Management
The protection from unauthorized usage, detection of intrusions, reporting as required and proactive
prevention actions are to be provided by the SI.
9. Resources for Project and Service Management
As mentioned in Minimum resource requirement section in the Tender.
10. Preventative Maintenance Activity
The preventive maintenance activities shall be performed by the SI to keep the system running at
optimum level by diagnosis and rectification of all Billing System failures and would broadly include:
a) Configuration routine checking as part of a preventive maintenance which would include
checking of functionality Billing System software,
b) Monitoring of the performance of the system and doing necessary tuning for optimum
performance to accommodate any changes such as addition of new components.
c) Providing all necessary assistance to Utility for addition and modification of database and user
interface & consumer portal displays and Database sizing activities.
d) Take Backup of the system at regular interval
e) Restoration of the systems upon its failure and to restore the functioning of the various systems.
11. Annual Technical Support (ATS)
a) All software should be supplied with applicable OEM warranties and support (including back-
to-back) for the entire duration of the project. During warranty period vendor must provide
updates and patches.
b) Annual Technical Support (ATS) will start from the date of acceptance of the installation. ATS
should cover 24 by 7 escalation supports from OEM for all software products to be provided
through Phone, Email or Onsite visit depending on the criticality and nature of the problem. The
support must be ensured by the SI.
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c) The SI must carry out any requisite adjustments / changes in the configuration for implementing
different versions of the application software.
d) The SI shall provide from time to time the Updates/Upgrades/New releases/New versions of the
software and operating systems as required. The SI must provide free upgrades, updates &
patches of the software and tools to Utility as and when released by OEM. The SI will implement
from time to time the Updates/ Upgrades/ New releases/ New versions of the software and
operating systems as required after necessary approvals from Utility about the same at no
additional cost without disturbing the implemented Billing system.
e) The SI shall provide and apply regular patches to the licensed software including software,
operating system, databases, and other applications.
f) The SI shall provide for software license management and control. SI shall maintain data
regarding entitlement for software upgrades, enhancements, refreshes, replacements, and
maintenance. The SI must perform periodic audits to measure license compliance against the
number of valid End User software licenses consistent with the terms and conditions of site
license agreements, volume purchase agreements and other mutually agreed upon licensed
software terms and conditions and report to Utility on any exceptions to SI’s terms and
conditions, to the extent such exceptions are discovered.
g) The SI shall manage complete OEM technical support for all the licensed software problems
and/or questions, technical guidance, defect, and non-defect related issues. The SI shall provide
a single-point-of-contact for software support and provide licensed software support including
but not limited to problem tracking, problem source identification, problem impact (severity)
determination, bypass and recovery support, problem resolution and management reporting etc.
h) The SI shall undertake regular preventive maintenance of the licensed software. If the Operating
System or additional copies of Operating System are required to be installed / reinstalled / de-
installed, the same shall be done as part of ATS.
12. Project Management
12.1 Project Management

The supply, development & customization, implementation, roll out and Go-Live of the Billing system
is envisaged to be completed within a period of 12 Months and the comprehensive O&M period shall
be of 5 years which may be extendable up to (2) two more years (1+1) on the same Terms and
Conditions. Beyond this it can be further extended based on a mutual discussion.
The implementation of entire Billing system would consist of Billing system Solution, Procurement of
Cloud Service Provider (CSP) Services and SD WAN Provider Services and Other Services to meet the
requirements of Utility.
12.2 Project Timelines

1. The System Integrator (SI) is expected to follow the schedule as mentioned below. Each of the
project activity should be accompanied with a presentation on the deliverables by SI.
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2. The submission of deliverable will be considered complete only after the submission of hard/soft
copy of the deliverables and presentation by SI.
3. The SI must submit a detailed project implementation schedule including but not limited to the
below mentioned project activities and list of deliverables that would be delivered during the project
implementation.
4. The table gives a set of high level of activities and corresponding expected timelines, which Utility
envisions to be required as a part of this project. The SI should use this list only as an indicative
guideline expected in terms of activities. The SI is required to furnish detailed information regarding
each step of activities proposed during and after the implementation of the project.
5. System Integrator shall supply the Billing System - Software licenses (On Prorated Basis) as per the
schedule suggested by SI and accepted by Utility.
The project activities and timelines (In Months) as mentioned in the table below is the schedule by
which the required project activities shall be completed with corresponding and required deliverables.
(Where, To – Date of Letter of Award)
S.
Project Phase Project Activity Time schedule
No.
1 Project 1. Project Kick Off To + [1] Month
Initiation 2. Onsite Office Setup
3. Team Mobilization
4. Project Charter
i. Detailed project plan with work
breakdown structure along with
dependencies
ii. Resource schedule & deployment plan
iii. List of complete deliverables
iv. Project Governance structure &
escalation matrix
v. Stakeholder communication matrix
vi. Project management templates such as
Project reports, SLA monitoring,
Attendance etc.
vii. Detailed survey to Identify End User
Base, License Requirement, Network
Communication Feasibility study,
Change readiness Assessment etc.
5. Training & Organization change
management strategy & schedule.
6. SLA and Performance Monitoring Plan.
7. Data Conversion and Migration Strategy
8. Develop Project Risk Assessment and
Define Quality Assurance Plan
9. Define Project Methodologies, Tools and
Project Governance Standards
10. As-Is Study report including existing
business process, workflows, reporting
requirement, process maps etc.
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11. Gap analysis report with identified gaps &

areas of Improvement.
12. Initiation of data collection, data
preparation, data cleansing etc.
2 Setup of 13. Procurement, installation & To + [1.5] Months
Infrastructure commissioning of infrastructure i.e., Data
Center & Disaster Recovery Services,
(DC, DRC)
Storage
3 Business 14. Requirement gathering workshops with To + [3] months
Blueprinting findings for updated requirement
specification.
15. Detailed To-Be report including:
a. Business Blueprint/design documents.
(High Level Design & Low-Level Design)
b. Updated Bill of Material/Bill of Quantity
c. Business Process Master List (BPML)
d. Business Process Re-engineering
e. Development Scope: Reporting,
Interfaces, Conversions, Enhancements
f. FRS & BPML mapping document
g. Business Solution Design Document
h. Updated Functional Requirement
Specifications
i. Updated Technical Requirement
Specifications
j. Requirements Traceability Matrix
k. Non-functional Requirements
Specifications Documentation
l. Billing Module based Roles &
Responsibilities (Authorization Matrix) etc.
m. Mapped Organogram of Utility
n. List of role-based End users of Billing
system,
16. Finalize Development Scope
17. Business Continuity /Disaster Recovery
Plan
18. Cyber Security Policy
19. Release Management and Change
Management Strategy.
20. Initiation of Training & Handholding
21. Refined Data Conversion and Migration
Strategy.
22. Change Management Workshops.
4 Design & 23. Setup of Test & Development Environment To + [4] Months
Customizatio 24. Design and Development of Billing
Solution
n
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25. Baseline Configuration

26. Customization and Configuration of Billing
Solution
27. Billing System OEM audit (1st Iteration)
28. Configured Billing User Profiles and Roles
29. Billing Solution Testing
30. Develop and execute Integration Test
Plan(s)
31. Billing System Integration with Existing
Solutions (Legacy, Other Systems)
32. Setup and Install Quality Assurance (QA)
Environment
33. Initiation of Training & Handholding
5 Pilot Rollout 34. Setup of Cloud based Pilot Environment To + [6] Months
Phase 35. Commission of WAN N/w for Pilot Location
36. Data Migration for Pilot Location
37. Rollout for Pilot Location
38. Demonstration & Acceptance
39. Pilot Go-Live
40. Stabilization of pilot rollout
41. Trainings and handholding of documents
6 Pilot System 42. Stabilization Support To + [7] Months
Stabilization 43. Billing System Acceptance – Pilot Location
44. Billing System Go-Live – Pilot Location
Phase
7 Training and 45. Setup of Cloud based DC & DR To + [9] Months
Go-Live Phase Environment
46. Commission WAN N/w for all Location
47. Data Migration for all Locations
48. Billing System Roll out – all Locations
49. Go live of all remaining modules and
systems with all required integrations
50. Training and handholding of system
SI to prepare in parallel for this phase,
however, prerequisite for Go live of this phase
is completion of Phase 5
8 Stabilization 51. Stabilization Support To + [12] Mon
Support 52. Billing System Acceptance - All Locations
53. Billing System Go-Live - All Locations
Phase
9 Facility 54. Billing System O&M Support 5 years (Effective from Go-
management live)
services
Support
Note:
1. The Project timelines and schedule mentioned above is indicative and will be finalized based on
discussion and agreement between Utility and the successful Bidder (SI).
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2. Initially, the SI will provide draft schedule with respective deliverables to Utility for their review
and feedback within stipulated timelines.
3. Utility will provide feedback within the agreed timelines to make necessary changes, corrections, if
required. The SI will be required to resubmit the revised schedule document.
4. Feedback and revision of documents and deliverables will be an iterative process.
12.3Project Governance
Putting a governance structure around Utility’s future Billing system implementation plan is essential
to ensure that project implementation stays on track and achieves its strategies, objectives, and goals. It
acts as a mechanism to measure the progress of the implementation. Also, IT systems today are subject
to many regulations such as governing data retention, confidential information, financial accountability,
and recovery from disasters. An IT governance framework is an efficient system to ensure regulatory
compliance.
Overall responsibility for the implementation of all modules will remain with the SI. Project progress
review and monitoring will be the responsibility of PMU during project implementation phase. Utility
will appoint a Single Point of Contact (SPOC) for IT Administration. Escalation of all issues related to
the modules will be through this SPOC, who will also be responsible for reviewing the SLAs being met.
For the project implementation phase, supervision and reporting during implementation will be
responsibility of SI.
The Agency has to submit the plan for customization and rollout of the activities defined in the scope
of work and as per terms and conditions mentioned in this tender.
Penalty will be levied on delay in execution and rollout as per the Penalties given in this tender
document. Scope of work has to be completed within stipulated time period.
The complete solution comprising of all application software modules, hardware and mobile
applications envisaged in this tender as per scope of work shall be deployed as per the following
implementation schedule:
The commercial and other available data required shall be obtained by the agency from Utility for
migration. The payment shall start from the date of declaration of Go-live.
12.4Minimum Resource Requirement from SI
o SI should ensure deployment of enough specialized and experienced manpower throughout the
project to complete the successfully implementation & stabilization of the Billing System in time.
o At no stage, manpower (with requisite qualification and experience) shall be less than that
committed in the bid. Such manpower shall be maintained from start of the project up to complete
Go-Live stage and further during Facility Management Support phase.
o SI must propose a team consisting of experienced and skilled professionals with relevant experience
in the proposed areas. The minimum desired qualification for the key personnel has been indicated
below:
S.No. Position Desired Qualification
1. Team Leader/ Project Shall possess an B. Tech/B.E./MCA/MSc or higher qualification
Management Expert and MBA or its equivalent with at least 15 years of relevant
experience in implementation of least 2 end-to-end UBS
projects
Shall have minimum experience as project manager of 7 years
2. Functional Domain Shall possess an B. Tech/B.E./MCA/MSc or higher qualification
Expert or its equivalent with at least 10 years of experience.
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Shall have relevant experience of 7 years in functional domain

(New connection, Disconnection, Reconnection and
Dismantling; MBC; Web portal and Mobile Application;
Management information system; Document Management
System; Customer Relationship Management; Energy audit;
Data lake & Analytics etc;
3. Integration Expert Shall possess an B. Tech/B.E./MCA/MSc or higher qualification
or its equivalent with at least 10 years of experience.
Shall have relevant experience of 7 years in Integration of UBS
Application.
4. Application/Programme Shall possess an B. Tech/B.E./MCA/MSc or higher qualification
r Domain Expert of the or its equivalent with at least 10 years of experience.
Modules He/she shall having experience as a developer with expertise
on utilities software solutions. (Quoted OEM Product)
Certification on platform / language of quoted OEM product is
preferable.
5. a) System Administrator. Shall possess an B. Tech/B.E./MCA/MSc or higher qualification
b) Database or its equivalent with at least 10 years of experience.
Administrator. Shall have relevant experience of 7 years as system
c) Back up Administrator. administrator
Technical certifications on Microsoft / Unix / Other OS/
Products etc. shall be preferred
6. Database Expert Shall possess an B. Tech/B.E./MCA/MSc or higher qualification
Shall have relevant experience of 7 years as database expert
Database Administration Certification on provisioned Database
Solution shall be preferred
7. ICT infrastructure Expert Shall possess an B. Tech/B.E./MCA/MSc or higher qualification
Shall have relevant experience of 7 years on Android, IOS, and
Windows application design, development, customization
Relevant certification from recognized institution shall be
preferred
8. Cloud Computing and Shall possess B.Tech/B.E./ MCA degree or its relevant
Storage Expert equivalent with minimum 10 years of relevant work experience
as Storage Expert.
Industry standard and recognized certification on quoted
storage system is preferable.
9. Cyber Security Expert Shall possess MCA / M.Tech / B.Tech/ B.E. degree or its relevant
equivalent with minimum 8 years of relevant work experience
as information security expert.
Industry standard and recognized certification like CISSP/CISA
certified is preferable.
10. Change Management Shall have preferably bachelor’s degree in Electrical /IT/
Expert Computer Science/or related field and at least 5 years of
proven experience in RMS in similar nature of work
11. Helpdesk Co-Ordinator Shall have preferably bachelor’s degree in
Electrical/Electronics/IT/Computers with Master’s in Business
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Administration and at least 10 years of proven experience in

RMS
12. Helpdesk Staff Shall have preferably bachelor’s degree and at least 3 years of
proven experience in similar nature of work
13. Rollout and Shall have preferably bachelor’s degree and at least 3 years of
Handholding Support proven experience in similar nature of work
staff at sub-divisions
12.4.1 Initial Composition, Full Time Obligation; Continuity of Personnel

a) The SI shall ensure that Key resources required for project execution and management devotes
substantial working time to perform the services to which that person has been assigned.
b) The SI shall not make any changes to the composition of the Key Resources or request any
member of the Key Resource to cease or reduce his or her involvement in the provision of the
Services during the Term (or agree to any request other than from Utility that would have the
same effect):
⮚ unless that person resigns, is terminated for cause, dies, is long-term disabled, is on
permitted mandatory leave under Applicable Law or retires; and
⮚ Without Utility prior written consent. The clauses of non-disclosure agreement shall always
operate in any such case.
c) The SI must provide the minimum number of resources at the locations as specified by the
Utility. However, the number of resources and locations provided below are only indicative, the
SI shall carry out an assessment and propose actual number of resources requirements with
appropriate approval from Utility.
d) SI will be responsible for deploying the manpower during the Project Implementation phase to
meet the project timelines and during the Facility Management Service (FMS) phase to meet
the SLA requirements. Therefore, for calculation of actual number of resources, the SI shall
factor the project implementation timelines and SLA’s requirements after Go-Live of Billing
system at Utility.
e) The Bidder needs to submit detailed CVs of each of the resource and Project Manager of the
proposed project team. The Project team provided by the SI must be on their regular roll and SI
shall certify the authenticity of their regular employment.
f) The SI shall deploy the minimum [XX] resources for Facility Management Services and Help
Desk support at the centralized help desk of Utility.
12.4.2 SI shall deploy the Project Manager (Project In-charge) including Technical, Functional
Experts and Other Support Staff at the identified project locations during the
implementation and roll out of Billing System.
The Key project resources including Project Manager and Functional Expert shall be based at Utility
headquarters. Also, the SI shall deploy/depute requisite no. of IT/Subject matter resources before and
during Go-Live of sites for coordination and user handholding. This is an important ask as the end users
may face many problems during Billing System Roll Out and Go-Live declaration of individual sites.
The resources required before Go-Live is mentioned below.

Sl. Position Min No. of Resources Required
No. (Before Go- Live)
1. Project Manager
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No. (Before Go- Live)
2. Billing system Module – Functional Leads
(Total XX - Resources one for each Module)
3. Distribution Sector Specialist
4. Change Management Expert
5. ICT Infrastructure Lead
6. Cloud services expert
7. Lead Programmer
8. 8a) System Administrator. Bare minimum requirement
8 b) Database Administrator. has been specified in Table
8 c) Back up Administrator. 2(d): Part G – Manpower
Cost. However, firm would
9. Enterprise Architect/ Integration Expert provide additional
10. Solution Tester manpower for making Go-
11. Network Expert live as per timelines defined
12. Security Expert in RFP
13. Mobile Application Expert
14. Data Migration Lead
15. Bid Management Expert
16. Facilities Management and Help Desk Coordinator
17. IT Support Staff
Table 7: Manpower Requirement before Go-Live
12.4.3 Post Billing System Go-Live SI shall deploy the Project Manager (Project In-charge) including
Technical, Functional Experts and Other Support Staff at the identified project locations during
the post Go-live and Facility Management support Phase.
The Key project resources including Project Manager and Functional Expert shall be based at Utility
headquarters. Also, the SI shall deploy adequate no. of IT/Subject matter resources for overall support
post Go-Live and FMS phase of project which may be increase/decrease as per requirement. After
Billing System Go-live, the SI should provide necessary resources and support staff for Utility.
The minimum resource requirement post Go-Live is mentioned in table below:
No. (After Go- Live)
1. Project Manager
2. Billing system Module – Functional Leads
(Total XX - Resources one for each Module)
3. Distribution Sector Specialist
4. Change Management Expert
5. ICT Infrastructure Lead
6. Cloud services expert
Bare minimum requirement has
7. Lead Programmer
been specified Table 2(d): Part G –
8. 8a) System Administrator. Manpower Cost.
8 b) Database Administrator.
8 c) Back up Administrator.
9. Enterprise Architect/ Integration Expert
10. Solution Tester
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No. (After Go- Live)
11. Network Expert
12. Security Expert
13. Mobile Application Expert
14. Data Migration Lead
15. Bid Management Expert
16. Facilities Management and Help Desk Coordinator
17. IT Support Staff
Table 8: Manpower Requirement After Go-Live
12.5Documentation and Deliverables

To ensure that the proposed Billing System & overall solution conforms to the requirements,
specifications, and delivery schedule, the SI shall submit the documentation and deliverables for review
and approval by Utility.
The SI shall obtain the approval on the relevant deliverable at each stage of project before proceeding
for solution purchase, provisioning, deployment, testing, roll out, training etc. at Utility.
As part of Billing system implementation, the SI shall submit all required deliverables as necessary for
successful completion of project and required by the purchaser.
12.5.1 Deliverables Acceptance Procedure

The acceptance procedure of deliverables & overall solution for Billing system shall include:
● Initially, SI will provide draft deliverable for Billing system & Overall solution by considering the
approved project timelines for review and feedback of Utility within stipulated timeframe.
● Utility will provide feedback within the agreed timeframe to make necessary change corrections (if
required).
● SI shall be required to re-submit the revised documents/deliverables.
▪ Key Deliverables
The indicative list of project deliverables which are required to be submitted by the SI shall include,
but not limited to the following:
Project Phase Key Deliverables Frequency
Project 1. Project Kick-off with presentation on Billing System Once

Initiation overview to Senior Management.
2. Project Charter. Once
a) Detailed project implementation plan with work
breakdown structure along with dependencies
b) Resource schedule & deployment plan
c) List of complete deliverables
d) Project Governance structure & escalation matrix
e) Stakeholder communication matrix
f) Project management templates such as Project reports,
SLA monitoring, Attendance etc.
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g) Detailed Survey Report with Identify End User Base,

License Requirement, Network Feasibility, Change
readiness Assessment etc.
h) Roles & responsibilities
3. Detailed training/Organization change management Once
strategy & schedule
4. SLA and Performance Monitoring Plan Once
5. Data Conversion and Migration Strategy Once
6. Risk Management & Quality Assurance Planning Reports Once
7. As-Is Study report including existing business process, Once
workflows, reporting requirement, process maps etc.
8. Gap analysis report with identified gaps & areas of Once
Improvement.
9. Specifications for DC and DRC Infrastructure. Once
10. Specifications for SD-WAN Solution. Once
11. Exit Management Plan Once
Business 1. Requirement gathering workshops with Updated Once
Blueprinting requirement specification document
2. Detailed To-Be report including: Once
a) Business Blueprint/design documents. (High Level
Design & Low-Level Design)
b) Updated Bill of Material/Bill of Quantity
c) Business Process Master List (BPML)
d) Business Process Re-engineering
e) Development Scope: Reporting, Interfaces,
Conversions, Enhancements
f) FRS & BPML mapping document
g) Business Solution Design Document
h) Updated Functional Requirement Specifications
i) Updated Technical Requirement Specifications
j) Requirements Traceability Matrix
k) Non-functional Requirements Specifications
Documentation
l) Billing system Module based Roles & Responsibilities
(Authorization Matrix) etc.
m) Mapped Organogram of Utility
n) List of role-based End users of Billing system,
3. Business Continuity/Disaster Recovery Planning Report Once
4. Cyber Security Policy Once
5. Release Management and Change Management Strategy Once
Document
6. Training & Handholding Activity Monthly
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7. Refined Data Conversion and Migration Strategy Once

8. Change Management Workshops Quarterly
9. Business Blueprint/Elaboration phase closure report Once
Design & 1. Test & Development Environment Once
Customization 2. Billing System – Design, Development & Customization Once
Report
3. Baseline Configuration and Documentation Once
4. Customization and Configuration documentation Once
5. Draft Billing System OEM audit report with observations Once
(1st Iteration)
6. Final Billing System OEM audit report with compliance (1st Once
Iteration)
7. Documentation on Billing system User Profiles and Roles Once
8. Billing System – Testing Report (Load, Stress, Integration, Once
Performance Etc.)
a) Test Plan,
b) Roles & responsibilities,
c) Test Scripts,
d) Issue log,
e) Issue Resolution Report
9. Billing System Integration with Existing Solutions (Legacy, Once
Other Systems)
10. Billing System – Integration Test Report Once
11. Quality Assurance System Once
12. Conference Room Pilot (CRP) Report Once
13. Approved End-User Training Strategy (along with End-User Once
Training Curriculum, Manuals, and Schedule)
14. Trainings to Core Team/Nodal Officers As per training
plan
15. Billing System implementation & rollout strategy Once
16. User Acceptance Testing (UAT) Report After software
and hardware
delivery and after
implementation
17. Documentation for Customization of RICEFW (Reports, Interface, Once
Conversion, Enhancements, Forms and Workflow) Development
Objects
18. Data Archiving Plan Once
19. Refined End User’s training plan Once
20. User Training Manual, FAQ etc. Once
Pilot Rollout 1. Cloud based Pilot Environment Once
Phase 2. Network Connectivity for Pilot Locations Once
3. Roll out & Data Migration for Pilot Locations Once
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4. Pilot Location Go-Live Report Once

5. Incorporation of changes and observations of Pilot Phase Once
6. Detailed end user training plan Once
7. End User training completion certificate Once
Pilot System 1. Pilot Go-live completion report Once
Stabilization 2. User manual Once
Phase 3. Issue log and resolution report Once
Training and 1. Data migration completion report Once
Go-live Phase 2. Final Roles & Responsibilities of Users (Authorization Matrix) Once
3. Standard Operation Procedure (SOP) documents Once
4. Configuration manual Once
5. Help desk structure, process and operational manual Once
6. Detailed end user training plan Once
7. User training Manual Once
8. End User training completion certificate Once
9. Change readiness assessment Once
10. Pre- Go-live assessment report Once
Billing System - 1. Cut-over Communication Strategy Once
Stabilization 2. Draft Billing System OEM audit report with observations (2nd Once
Support Iteration)
3. Final Billing System OEM audit report with compliance (2nd Once
Iteration)
4. Pre-Go-Live Assessment Report Once
5. Enterprise-wide Go-live completion report Once
Facility 1. System Performance Report (SLA compliance) Monthly
Management 2. Monthly activities report (including Issue tracker, Helpdesk ticket Monthly
Services analysis, Change Request status and Status of all service requests
logged with Offered OEM Product etc.)
3. Solution usage reports - transactions and users Monthly
4. User Manual with necessary revision. Once
5. Change Management & Release Management Reports Quarterly
6. Issue log and resolution report Monthly
7. Revised Exit Management Plan Once
12.5.2 Documentation Requirements
a) End-User Documents
Documentation will be supplied and maintained by SI during the project. The ownership of all
documents, supplied by SI, will rest with Utility. The electronic copies shall be submitted along with all
the paper documents and manuals, required for operating and configuring the system. The documents
provided must include at least:
a) User Manual (both online and paper copies) providing detailed instructions on how to use the
Billing system. In addition, it describes how to access, submit inputs to, and interpret outputs
from the application
b) System installation guide including the configuration of the supplied infrastructure.
c) User will have the rights to duplicate the hardcopy and soft copy for the documents created by
the SI without any financial and legal implications
d) Module wise - Billing Application Training Manuals
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b) Technical Documents
SI shall supply operation and maintenance manuals for all deliverables. These shall be in such details as
to enable Utility to operate, maintain, adjust, and fix the system etc.
SI must ensure that the Billing system components being developed are thoroughly documented with
comprehensive manuals and adhere to standard methodologies in software development as per ISO
and/or CMMi models. The documents including but not limited to are:
a) Product installation and configuration steps
b) Application access procedures
c) User screen layout and content
d) Transaction entry procedures
e) Batch job setup, processing, and recovery/restart procedures
f) Error codes with full descriptions and recovery steps
g) Standard report layout and content
h) Internal processing controls
i) Application security
j) Operating specifications and system flowcharts
k) Database entity relationships, table formats, and data element descriptions; and Program module
descriptions
l) Quality Assurance Plan Documenting the planned and systematic pattern of all actions
necessary to assure confidence that the software developed will conform to the Utility functional
and technical requirements.
m) Interface Control Document - Documenting the interface characteristics of one or more IT
systems and document the Integration & interface agreements between interface owners. It
contains information on both physical and data element requirements that are necessary to make
the transfer of information between systems feasible.
n) Test Plan Containing information on the software test environment to be used for independent
testing, the test cases to be performed, and the overall testing schedule. This includes
methodology, schedule, resources, tools, procedures, environment definition, test cases, and
software test results.
o) Systems Manual Detailing the data structure, table, forms, and report structures.
p) Installation and maintenance manual for the servers and other hardware
q) Operations Manual providing instructions for installing the application, troubleshooting,
interpreting message logs, and FAQs
r) Trouble Shooting Guide/ Handbook for Helpdesk which describes the various trouble shooting
methods.
12.6 Implementation Approach
The implementation of the Modules would be phased in progressively, covering successively different
geographies and user groups. A summary of the Approach for Implementation is provided below for
better understanding of the Bidder.
Sl.
Project Phase Timeline (In Months)
No.
1. Letter of Award
2. Project Initiation
3. Procurement of Infrastructure (DC, DRC, Storage) implementation
4. Business Blueprinting
5. Design & Customization
6. Billing System - Roll Out at All locations
7. Billing System - Stabilization Support
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Sl.
Project Phase Timeline (In Months)
No.
8. Facility Management Support
Table 9: Billing System Implementation Approach
a. Project Management Plan
The SI is expected to follow the schedule as mentioned. Each of the milestones should be accompanied
with a presentation on the deliverables by the SI, related to that milestone.
The submission of deliverable will be deemed complete after the submission of the hard / soft copy of
the deliverable and the presentation by the SI.
The “Expected Date of Completion” as mentioned in the table above is the date by which the deliverable
shall be submitted to Utility. The SI shall ensure that the deliverable is accepted by Utility as per
schedule mentioned in the table above post review.
The SI shall follow prudent project management practices commensurate with the best international
standards during the course of the project implementation. While the actual process of application
customization will remain an internal activity of the SI, it is important that Utility or their nominated
agencies shall have adequate visibility into such processes.
The following are some of the major guidelines to be kept in mind for Project Management.
b. Scope Management
The requirements in general and the customization requirement in particular, shall be collected and
documented clearly. The scope and requirements shall be controlled against a baseline and any changes
shall be communicated to Utility and documented.
c. Time Management
The SI shall prepare a detailed project schedule conforming to the stake-holder expectations and exercise
stringent control of the schedule. A periodic report on the progress and deviations should be shared with
Utility. Any schedule conflicts with respect to project and/or deliverable timelines will have to be
resolved by SI in consultation with Utility and/or its nominated agencies and approved by Utility.
Thereafter the approved timelines will have to be adhered to by the SI, unless specified otherwise.
d. Quality Assurance and Quality Control

A detailed Quality Assurance Plan shall be prepared and shared with Utility. The same shall be
monitored and SI shall share a periodic report on the quality activities. These shall include:
i. Architecture and Design Review Reports
ii. Test Plans Review Reports
iii. Test Execution Review Reports
e. Project Risk management

The SI shall document the risks during implementation and share the same with Utility. This shall be
periodically reviewed and shared with Utility. A report on the periodic risk analysis, risk responses
planned, mitigation strategies executed shall be shared with Utility.
The SI shall store all the Project Management and Delivery artifacts into a secure configuration database
and give access to Utility for view purposes. During the O&M period, any change requests and
enhancements to the software shall be similarly documented so as to create a comprehensive repository
of all artifacts relevant to Utility stakeholders. This will serve as a valuable knowledge input during Exit
Management and also for any statutory audit.
12.7 Roles and Responsibilities

a) Responsibilities of the Utility
The Chairman/ Managing Director of Utility or any other person designated by the Chairman/ Managing
Director of Utility shall act as the nodal point for the implementation of the Contract and for issuing
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necessary instructions, approvals, commissioning, acceptance certificates, payments etc. to the SI. The
Utility shall:
● Whenever implementation of any component of the Solution requires that the SI obtain permits,
approvals, and import and other licenses from local public authorities, if so, required by the SI,
make its best effort to assist the SI in complying with such requirements in a timely and
expeditious manner;
● Approve AS-IS, TO-BE, GAP Analysis and UAT documents required for project progress, in
accordance with Clause 11 of this Section, within 15 (fifteen) working days from the date of
submission of such documents;
● Provide updated AS-IS business process document and on SI’s request, particulars/ information /
or documentation that may be required by the SI within 30 (thirty) days from date of execution of
the Contract to enable preparation of the Project Implementation plan by the SI;
● Review and approval of SI’s Project Implementation Plan;
● Provide necessary approvals for enterprise data archiving, purging and migration as required for
implementing the Billing System;
● Provide support and personnel required for testing the system during implementation, acceptance,
rollout, and the FMS period;
● Provide A.C. power supply inputs;
● Provide all required documents for delivery of material at site;
● Provide at its expense, the electrical energy required for performance of the Project activities,
installation, testing, and operation of the Billing Systems;
● Providing necessary processes and procedures and approval for entry of all operating personnel
and for working on 24x7 timeframe in all facilities that would demand such presence;
● Implement major civil works such as expansions or construction of rooms, trenches etc. as
required for the Billing equipment and help desk;
● Provide the required integration interface details of the legacy applications and related
information required for integration with the Billing system, within 1 (one) month from date of
execution of the Contract;
● Review the specifications of the Goods proposed to be used to ensure compliance with the
provisions of this Contract.
● Provide reasonable support to the SI for the Operational Go-Live in terms of the provisions of
this Contract;
● Provide necessary support to SI in the Project area, in relation to (amongst others) access to
Utility’s premises, installation of Billing system, repair and maintenance services, etc. Utility
shall also:
● Give access to SI supervisor or its operation & maintenance staff to work in the Project area
during the Contract Period;
● Provide an office space for SI personnel as mentioned in Clause 10 of this Section document
within the Utility premises;
● Give access to SI to use existing power and water supply, and other necessary equipment, as
mutually agreed with the SI;
● Not move, remove, modify, alter, or change the Billing system or any part thereof in the boundary
of the Billing system installed by the SI without the prior consultation and written agreement of
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SI. Utility shall take all reasonable steps to protect the Billing system from damage and shall
follow procedure for emergency action provided in advance by SI;
● Participate in periodic review meetings as per the project governance structure and shall support
with the required interventions requested;
● Be responsible for operation and maintenance of power supply system, and promptly attend to
any break down including repair or replacement of any equipment used/needed for maintaining
continuity of electricity supply for Billing system operation;
● Permit SI to perform the project activities during working hours, and also after working hours as
necessary, to meet the requirements of Project Implementation Plan;
● Attend to any irregularity with respect to Billing system operation, the cause of which has been
brought to its attention by the SI;
● Promptly notify the SI of any events or circumstances that could affect the Project outcomes, or
the SI’s Services and obligations under this Contract;
● Appoint and notify to SI of the names and contact details of the Utility representative and its
dedicated staff for the Project, which would include:
● An engineer-in-charge for each business function of the Project who shall render full support to
SI for Service delivery during the Term of this Contract;
● A nodal officer, Utility Project Manager, to co-ordinate with SI in relation to the Project.
● Certify Installation Milestone in accordance with the provisions of this Contract.
● Facilitate SI for the timely implementation of the Billing Project and for its successful operation
and maintenance during the Contract Period;
● Release payments to SI as per agreed terms;
● At its own cost, replace or repair existing equipment (other than Billing systems), such as power
lines, lighting, air-conditioning and ventilation, etc. where necessary to make the Billing system
operational and/ or safe from hazards and maintain in proper working condition all portions of all
facilities that are not included in the SI’s scope of maintenance;
● Provide all other necessary support as may be required time to time.
● Responsibilities of the SI
● Preparation of Detailed Project Plan along with the AS-IS, TO-BE and GAP Analysis documents
in line with the overall plan provided in the RFP. The same should be prepared in consultation
with Utility.
● Procure, install, commission, operate and maintain:
● Requisite hardware & system software at Data Center/Disaster Recovery Center
● Workstations, printers, UPS, etc. required at various locations as per the requirements mentioned
in this RFP
● Meet the defined SLAs for the performance of the system.
● Implementation of Billing System (including 3rd party) as per the requirements mentioned in this
RFP document
● Ensure the entire hardware deployed at various locations for the entire duration of the agreement
against vandalism, theft, fire and lightening etc.
● Keep all system software i.e., OS, antivirus, office applications etc., for Servers, PCs etc. at Data
Centre and DRC, up to date by installing regular upgrades / patches
● On-going maintenance support, upgrades, and enhancements of the solution (including 3rd party
components as applicable)
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● Setting up and operations of centralized help desk as mentioned in this RFP document and provide
necessary support for the resolution of bugs, patches & upgrades of the solution
● Submit documents & deliverables as defined in the RFP
● Ensure training material for trainers to train the other users of Utility as mentioned in this RFP
● Delivering training for Utility employees
● Periodic testing of readiness of DRC
● Recovery in case of failure of DC/DRC
● Data Digitization and Migration as mentioned in this RFP document
● During the maintenance phase the responsibility of overall system and version control will
continue to be vested with SI only and should not be outsourced
● Provide onsite handholding as mentioned in this RFP document
● Maintaining the SLA requirements as mentioned in this RFP document
● Analyzing & managing system performance, network performance, call logs, etc., as well as
providing the means of monitoring the SLA metrics
● Regular backup of the solution data
● Generation of MIS reports as per the requirements of Utility
● Generation of the report for the monitoring of SLAs
● Providing Help features on the Application Modules that can be used by stakeholders such as
Frequently Asked Questions (FAQ), etc. including various tests and audits as mentioned in this
RFP
● Any Other as mentioned in this RFP document
13. Project Implementation Methodology
The methodology to be deployed by the SI to implement the Billing system will have different work
elements and activities.
All these activities and the work elements should coherently focus on achieving the following key results
● Quality of the solution deployed
● Customer satisfaction while deploying and during usage
● Successful implementation in terms of completeness and timely accomplishment of the outcome
While there are different techniques and tools available as part of the methodology, the following are
expected to be part of the implementation methodology to be adopted by the SI
a. Workshops with different stakeholders for capturing business requirements, creating awareness
of best practices, communicating the changes, building consensus on process design, for signing
off the deliverables etc. These need to be organized at different intervals and in different places
throughout the duration of the project as demanded by the context.
b. Stakeholder consultation other than workshops, with those stakeholders who will be identified
by Utility, for the purpose of critical inputs, review, suggestions, process description etc.
c. Review sessions with different stakeholders for signing off the deliverables, walking through
the deliverables for facilitating quick understanding
d. Reviews with experts from the Billing system OEM
e. Internal review mechanisms of SI for ensuring the quality of the solution and the deliverables
f. Adoption of the review comments - effective mechanisms to adopt the changes suggested
g. Documentation of proceeding – recording the developments, discussions, deliverables, using
standard methodology and native tools available with the Billing system
h. Work standards/practices for documentation, configuration, testing, data migration etc.
i. Training different stake holders on a continuous basis
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13.1 Implementation and Support Services

Implementation Services till Go-Live
a. Commissioning of necessary Infrastructure
b. Realization Configuration
c. Customization
d. Unit Testing
e. System Integration testing
f. User Acceptance Testing
g. Data Migration
h. Training and Change Management
i. OEM Audit Services
j. Documentation
k. Cutover and Go-Live
13.2 Commissioning of Necessary Infrastructure

a. The SI will be responsible for providing a full range of services in implementation of the offered
Billing system OEM Product including integration and supporting the operation of the proposed
solution during implementation.
b. The SI will provide required software and system applications for DC & DRC
c. The SI shall commission the complete landscape of hardware both at DC and DRC for Utility.
13.3 Configuration / Customization

The SI shall be responsible for installation of Billing system software, database, tools, and any other
hardware component required for making the Billing system successfully operational as per the
requirements of Utility. The system is to be a single instance; centralized installation servicing the entire
organization. The Billing system will be installed at the location identified by Utility.
Configuration: Based on the approved Business Design Document, the SI will undertake the system
configuration and customization. After completion of configuration to the Billing system, SI shall carry
out a trial run. If needed or/and the result is not up to the expectation of Utility, further reconfiguration
will be done by the SI in order to close any gap left in meeting the desired objective.
Customization: Utility intends to implement Billing system functionalities and the leading practices
available in the offered solution, as far as practically possible. The SI is required to undertake
customization that may be needed in line with the changed, improved, or specific business processes
requirement prepared during Business Design phase of the Billing system implementation. However,
the same must be tested, accepted, and approved by Utility.
All custom development should be carried out in a controlled and planned manner with adherence to
Billing system prescribed coding standards and naming conventions. The SI needs to provide
configuration, customization, and installation documents to Utility. SI should follow disciplined
approach for configuration and customization which should not restrict Utility for any future upgrades
to its Billing system to this effect, the SI should provide a certificate from Billing system OEM which
certifies that the SI has followed disciplined approach for configuration and customization of Billing
system, and it will not stop Utility from future upgrades.
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13.3.1 Custom Developments

The SI should explore all options available in Standard Billing system to meet the requirements,
demonstrate standard options to Utility. If Utility concludes that no option meets the requirement and
the requirement is critical for business, SI shall submit the case for custom development to Utility or the
agency appointed by the Utility. The following details should be submitted:
a. User Requirement Specifications
b. Functional Specifications Document
c. Complexity Classification under Simple/ Medium/ High, with justification
d. Any impact to Standard functionality/ features and future upgrade
e. Effort and Time-line Estimation
f. Impact to project timelines/ deliverables
The utility reserves the right to seek customization to meet its unique requirements and validate the
design or findings suggested as custom development by the SI. In case it is difficult to arrive at the
reasonableness of these requirements on customization during the implementation, the same shall be
resolved through discussions. In case the issue is not settled, the same shall be referred in the first place
to the Steering Committee. The committee may at its discretion co-opt any subject expert
internal/external of the Utility who in its opinion may help in resolving the dispute. The decision of the
Steering Committee and or the subject expert internal/external of the Utility appointed by the Steering
Committee is final.
Utility reserves the right to get the functional specifications and effort reviewed by an external
consultant.
13.4 Testing
As part of testing, the SI shall cover all activities during the implementation process (configuration of
business processes, development such as conversions, interfaces, reports) which prove that system
settings are correct as per business requirement of the Utility. In doing so, the SI shall include test plans,
tests cases, and testing report.
The SI shall create the test strategy document that defines the requirements and goals of billing system
configuration, determines the tools and methods used to check that the system responds correctly,
determines how and when the test will be performed and recommends how the approval process should
occur.
The test strategy document shall guide the project team through the implementation to ensure that
planning and conducting testing activities in the various phases of Billing system implementation as
mentioned below.
13.4.1 Base Line Testing

The purpose of Baseline Scope testing activities is to plan and conduct testing to validate the Baseline
configuration. Baseline Scope testing shall ensure that Baseline configuration is valid and supports the
business processes defined in the Blueprint.
Baseline Scope Testing shall include:
● Unit Testing: Testing of transactions and functions within modules and
● Scenario Testing: Testing of business processes and scenarios
Baseline Scope testing shall be carried out in three steps:

1) Define Baseline test cases:
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a. SI shall develop the baseline test plan with scenarios and test data to be used for testing
based on the test templates.
b. For simple transactions, testing (unit testing) shall be done straightforward during
configuration and the results shall be recorded.
c. For transactions that are very complex involving multiple screens, functions, and variations
to run, the transactions shall be documented and tested with a Business Process Procedure,
maintaining the test section with test conditions and variations of the standard transaction,
or with case procedures, maintaining the test section.
d. SI shall use the Test Scenario template entering every single step (transaction) with input
and output data to document process flows.
2) Create Baseline test plan

a. SI shall organize and follow up the unit and scenario testing at the Function/Module level
during Baseline scope testing.
b. SI shall assign timeframes and resources for testing.
3) Test Baseline
a. SI shall use the Baseline test plan and the test cases to test Baseline configuration.
b. SI shall update the Baseline worksheet with status and completion date information.
13.4.2 Development Testing

The SI shall after development and customization/configuration of the Billing system, conduct tests to
demonstrate that the system meets all the requirements (functional and Non-Functional) specifications
as brought out in this RFP and would be in accordance with the procedures detailed in the approved
process document.
Based on these tests, a report would be submitted by the SI for review and approval by the Utility. The
test results and response times should be demonstrated by the SI during the testing phases (System,
integration & Stress and Load testing) at each Utility location in an environment/infrastructure as
mutually agreed upon by the Utility and the SI.
The development testing shall cover testing of:
a. Unit testing of customer-specific development
b. Conversions
c. Enhancements (User-exits and other code enhancements)
d. Reports
Development should be tested by the process owner to make sure that the test results (output data) are
correct and reflect the business processes defined in the Business Blueprint Design.
After development unit testing is completed, all customer-specific programs and forms shall be included
in the Final Integration Test
13.4.3 Integration and System Testing

The purpose of the Integration Test shall be to plan and execute the integrated components, including
simulation of live operations, and analyze the results, important for the functional verification of the
production system.
Integration testing shall be accomplished through the execution of predefined business flows, or
scenarios, that emulate how the system will run the processes of Utility. These business flows, using
migrated data from the pre-existing systems, shall be performed in a multifaceted computing
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environment comprising of Billing system OEM Products, third-party software if any, system interfaces
and various hardware and software components. The integration tests shall build the necessary level of
confidence that the solution is complete and will perform the processes of Utility.
Integration testing shall focus on cross-functional integration points, as well as end-to-end business
processes. The Final Integration test plan shall start with the testing of the cross-functional integration
points (touch points) and end with the end-to-end testing of critical business processes identified within
the Business Blueprint.
Integration testing shall be done in two iterations.

a. The first iteration (Integration Test) shall concentrate on testing all important business processes
inside the Billing system, starting with touch point scenarios, and ending with end-to-end-
scenarios. It will be done by SI's functional consultants. Customer specific development like
user-exits and transactions and authorizations and user roles would also be tested in the
Integration Test.
b. System Testing, as a second iteration, shall focus on the most important cross-enterprise
scenarios with touch points to external components, including testing of conversions, interfaces,
reports, and the necessary authorizations. It will be conducted by Utility users with the guidance
of project operations committee.
Integration and System tests need to be an evolutionary process that is driven from the previous testing
efforts. The test cases and scenarios that were used for Baseline need to be reviewed by Utility and
enhanced for the integrated and System test.
These selected cases will be combined to represent a business process flow such as a revenue cycle or a
material acquisition cycle. Problems encountered during these efforts also need to be tested under an
integrated environment.
13.4.4 Load and Stress Testing

Load, scalability, and stress testing would be conducted prior to commissioning & Go-Live once the
System Integration testing of the configured and customized solution has been conducted successfully.
The SI should use suitable simulation tools in accordance with the agreed test procedures keeping in
view Utility’s projected future load of transactional users as proposed by SI and agreed by Utility. After
successful testing and its clearance with Utility, the solution would then be considered as ready for
commissioning.
13.4.5 System Acceptance Testing

The SI will develop acceptance test procedures and the same will need to be approved by relevant stake
holders of Utility. The purpose of this acceptance is to ensure conformance to the required process
operations response time, the integrity of the application after installation, and to eliminate any
operational bugs.
This will include:
a. Fine tuning of the application, ensuring all required related component software are installed
and any debugging required.
b. SI shall conduct all tests as a part of Standard Software Testing Life Cycle (STLC)
c. SI shall facilitate Utility or its nominated agencies to conduct User Acceptance Testing,
Application Security testing (vulnerability testing and penetration testing) and Infrastructure
Security.
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d. Utility shall nominate a team to carry out acceptance testing of the various Billing solution
modules supplied by SI.
e. SI shall provide training to the Acceptance Testing team prior to the commencement of the
acceptance testing of system.
f. SI shall setup testing environment at the hosting facilities and use virtual test servers for the
same.
g. SI shall provide necessary tools for logging of defects and carrying out testing if required.
h. SI should provide detailed test scripts for carrying out the acceptance test of various systems
supplied.
i. SI shall resolve all the defects/issues identified by Utility’s acceptance testing team during
solution acceptance procedure/phase.
j. The software would be re-tested to ensure closure of identified defects/issues.
k. The acceptance tests will be carried out before Go-Live at site.
At the satisfactory conclusion of these Acceptance tests to the satisfaction of Utility, the implementation
of the Billing system shall be considered to be complete, and a ‘System Acceptance Certificate’ shall be
issued by the Utility within 7 days of completion. However, if any bug/error is reported by Utility, the
SI shall be responsible for taking the corrective action immediately.
13.5 Pilot Go-Live

1. After the Billing System is customized and developed in line to the requirements of the Utility and
all the system audits and tests are successfully cleared, a Conference Room Pilot is conducted to
ensure the proper operation of the implemented Billing system before an organization-wide rollout.
2. Once the Conference Room Pilot is successfully completed, the Billing system is issued the Pilot
Go-Live.
13.6 System Rollout

1. After the Billing System is customized and developed in line to the requirements of the Utility, it
should be deployed at the Cloud based (if applicable) Data Center and Disaster Recovery Center.
2. The Billing system should be rolled out at all locations with after required customization, development
and after the successful completion of and User Acceptance Testing (UAT), which is defined by the SI.
13.7 Cutover and Go-Live

The scope of Cutover would be for each of the core and support processes. The Cutover Strategy needs
to detail the sequence of activities required to achieve this and propose drawing up of a schedule for the
tasks, dates, data conversion and the upload of the necessary balances and open items into the system
before the Final Go-Live.
The key requirements for Cutover are as follows:
a. The Cutover plan should detail the strategy by which the data will be uploaded for the different
sites and the nature and volume of backlog transactions. Specified forms/formats/templates to
put the data in.
b. It should detail the Data elements and open item strategy logic used for planning Cutover before
Go-Live.
c. It should describe the various pre-requisites and assumptions used for each of the data elements
before uploading in the live system.
d. It should detail the various business decisions to be taken collaboratively by Utility and SI for
finalizing the Cutover strategy.
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Utility will consider Final Go-Live date of the Billing system once the SI has completed three (3) months
of Stabilization Period after the successful rollout of the Billing system at all the locations specified by
the Utility. Utility shall provide the “Go-Live Acceptance Certificate” on following acceptance criteria:
a. Error free operation and running of all Billing system modules with real-time data during the
Stabilization Period at all the Utility locations.
b. Resolution of all Billing System related issues (Not limited to software application, Data Center
& Disaster Recovery Center)
c. Documentation of all issues/problems that come up during the stabilization support period and
resolution methodology / solutions
The following table will be used to ensure compliance to all the activities prior to the Final Go-Live
Stage before issuing the ‘Go-Live Acceptance Certificate’
Compliance
Sl. No. Project Activities
(Yes/No)
1. Unit Testing
2. Completion of Customized Billing system Objects
3. Execution of System Integration Testing
Execution of System Perform Test (Stress, Load, Disaster Recovery,
4.
Backup Tests etc.)
5. Commission of DC & DR Environment
6. Billing Software Provisioning & Installation
7. Billing System Installation on Cloud Infrastructure
8. User Acceptance Testing (UAT)
Completion of Data Migration (Rollout locations)
a) Master Data (Employee, Material, Vendor etc.)
9.
b) Transactional data (Stock Balances, Opening Balances, Contracts,
Projects, Assets, Employee etc.)
10. End User Creation with defined roles & authorization
11. Billing System Accessibility to all End Users
12. Completion of advance Billing System Configuration
13. Finalize Cutover (Conversion) Plan
14. Successful Completion of End-User Training (Rollout locations)
15. Tuning of Billing System
Successful Completion of Stabilization period after Billing-System
16.
Rollout
Error free operations and running of all Billing system modules with
17.
real-time data for a period three (3) months.
Documentation of all the issues/problems that come up during the
18.
stabilization period and resolution methodology / solutions
19. Operational Tools Readiness IVR, ITSM & IT Operations
20. Helpdesk Set-up
21. Establish Service Level Agreements
22. Go-Live Approval
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The system is considered ‘Operational’ for all purposes of Payments and SLA compliance after the
Utility has issued the ‘Go-Live Acceptance Certificate’ and the FMS period is ongoing. The Utility will
also be responsible to issue the ‘Project Completion Certificate’ post the completion of the FMS period
as defined in this RFP.
13.8 Post Go-Live Stabilization Support

The SI shall provide post Go-Live support, as part of this scope, by continuing the deployment of the
same technical and functional consultants at site for full three months after implementation and Go-
Live. During the stabilization period the SI would help Utility users to correct any errors/bugs incurred
while executing transactions, generating reports, handholding for one financial quarter closure. The SI
will update the user manuals and configuration manuals accordingly.
13.9 Additional requirement for Billing system Implementation

The requirement for Billing system Implementation which the SI will be responsible for are as follows:
1. The solution should support multitier architectures.
2. System architecture should allow infrastructure simplicity and standardization.
3. The solution software including operating system should be certified for different types of
hardware.
4. The infrastructure should be capable of supporting disaster recovery.
5. The solution should have capability to present all business process and data via familiar relevant
office applications and should offer integration with all relevant Forms.
6. The system should support latest OS versions and provide compatibility to future versions
7. All Utility components must be maintained with an ease, such that corrective and preventive
maintenance can be performed on the system without affecting the entire working of the system.
8. The system should be designed to remove all single points of failure. The system should provide
the ability to recover from failures and should also provide clustering features, thus protecting
against many multiple component failures.
9. The system should have the ability to scale up as and when the new business applications and
services are added without compromising the performance of the overall solution. The architecture
should be proven to be highly scalable and capable of delivering high performance as and when the
transaction volumes increase.
10. The system should provide application architectures that are highly granular and loosely coupled.
The solution architecture design should promote flexible business process management for future
scalability. The solution should be interoperable in nature and design and development should be
based on Service Oriented Architecture (SOA).
11. The system is required to cover critical business function and process modules and provide
modularity that should support addition / removal of one or more modules as and when required.
However, these modules should be seamlessly integrated in the core application system. The
solution architecture should allow minimum modifications to preserve the upgrade path.
a. The system should support interfacing with Personal Digital Assistant (PDA), Smart Card
readers, RF devices, data acquisition system, webcam, barcode reader, biometric system etc.
b. The system should support standard interfaces such as adapters, APIs to interface with standard
application and legacy applications.
c. The system should support real-time data updates and interfaces with software from other
vendors.
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d. Operating systems should have longer product life cycle (10 years or more) to avoid non-
availability of various device driver (current and future) support as well as telephonic and web-
based support infrastructure in place directly from OEM. The OS should be the latest version
available in the market.
e. The application should have automatic way of migrating the data from existing database in case
of data structure change and during transfer to new versions.
f. The system should support export and import of data possible from different legacy
systems/other systems/databases in different file formats and on specified time intervals.
g. The Billing system application should support SSL and digital certificates.
h. The system should be compatible to remote access integration.
i. The system should support the use of fault-tolerant multiprocessor architecture and cluster
processing.
j. The system should support auto-switching failover to other available server in case of server
failure.
k. The system should support distributed processing.
l. The system should support load balancing.
m. The Enterprise grade Server operating system should support the essential network services like
Directory Services, DNS, DHCP, Radius, Web Server, Application server, Cluster services
(High Availability and Fail over Support), Global File system support and virtualization.
n. The infrastructure technology stack (database, application server and other components) used
by the application should be commonly used for developing custom applications that are not
part of or an extension of the proposed package.
14. Exit Management and Knowledge Transfer
At the end of Contract period, the SI will be required to provide the necessary handholding and transition
support including all information as may be necessary and reasonable to effect as a seamless handover
as practicable in the circumstances to the Utility or designated staff or any other agency that is selected
for maintenance of Billing system post completion of Contract with the SI.
The SI will provide all information, handholding, and support for all the activities and information in its
possession or control at any time during the exit management period. Anything in the possession or in
the control of SI, associated entity (CSP, SD-WANSP), or sub-OEM is deemed to be in the possession
or control of the SI. The transition and handholding process will include but not be limited to, conducting
a detailed walkthrough and demonstrations of the Billing System, handing over all relevant
documentation, addressing the queries/clarifications with respect to the working/performance levels of
the DC/DR at Infrastructure, SD-WAN Service Provider (SD-WANSP), Software Licenses, handover
of customized source codes, policies, and procedure document, conducting training sessions etc.
The Knowledge transfer activity is an integral part of the scope of work assigned to SI. This knowledge
transfer activity will have to be carried out effectively, even in the case of end of Contract with the SI
or is terminated before the planned timelines.
Please note that this is an indicative list, any other activity, over and above these, as may be deemed
necessary by the Utility or designated staff or any other agency that is selected for maintenance of Billing
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System to meet the service levels and requirements specified in the contract are also required to be
performed by the SI at no additional cost.
In the case of closure or termination of the project, the Parties shall agree at that time whether, and if so
during what period, the provisions of this schedule shall be applied. The Parties shall ensure that their
respective associated entities will carry out their respective obligations set out in this Exit Management
Schedule.
14.1 Transfer of Billing System

a) Utility shall be entitled to serve notice in writing on the SI at any time during the Exit Management
period requiring the SI and/or its sub-contractors to provide the Utility with a complete and up to
date list of the assets and System configurations, License details, Customized Code within 30 days
of such notice.
b) Utility shall also be entitled to serve notice in writing on the SI at any time prior to the end of Exit
Management period requiring the SI to transfer the overall control to Utility or its nominated
agencies.
c) In case of contract being terminated prematurely by Utility, the Utility reserves the right to ask SI
to continue running the project operations for a period of 3 months after termination orders are
issued. In case of contract being terminated by SI, Utility reserves the right to ask selected SI to
continue running the project operations for a period of 6 months after termination notice is served
by SI.
d) Upon service of a notice under this Article, the following provisions shall apply:
i. All title to the assets shall be transferred to Utility, on or before the last day of the exit
management period.
ii. Payment to the outgoing SI shall be made to the tune of last set of completed
services/deliverables, subjected to the approval and compliance on contractual and SLA
terms & conditions.
14.2 Transfer of Agreements

On the request of Utility or its nominated agency the SI shall effect such assignments, transfers, licenses
and sub-licenses as Utility may require in favor of the Utility or its replacement implementation agency
in relation to any equipment or service, maintenance or service provision agreement between selected
SI and third party lessors, service providers, and which are related to the services and reasonably
necessary for the carrying out of replacement services by the Utility or its nominated agency or its
replacement SI.
14.3 Exit management plan

The SI shall prepare an Exit Management Plan for transfer of operations to the Utility or its nominated
agency or its replacement SI. In the event of termination or expiry of contract with Utility, without
affecting services to stakeholders adversely. The SI shall get this process approved by Utility. The Exit
Management Plan shall include, but not be limited to, the following:
a) A detailed program of the transfer process that could be used in conjunction with a replacement
SI including details of the means to be used to ensure continuing provision of the services
throughout the transfer process or until the cessation of the services and of the management
structure to be used during the transfer
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b) Plans for the communication with such of the SI 's sub OEM, Bidder, staff, suppliers, customers
and any related third party as are necessary to avoid any material detrimental impact on Project’s
operations as a result of undertaking the transfer
c) Plans for provision of contingent support to Utility and Replacement SI for a reasonable period
after transfer.
d) The SI shall re-draft the Exit Management Plan annually thereafter to ensure that it is kept
relevant and up to date.
e) Each Exit Management Plan shall be presented by SI to the Competent authority at Utility and
approved by Utility or its nominated agencies.
f) In the event of termination or expiry of Agreement, Project Implementation, or Service Levels,
each Party shall comply with the Exit Management Plan.
g) During the Exit management period, the SI shall use its best efforts to deliver the services.
h) Payments during the Exit Management period shall be made in accordance with the Terms of
Payment Schedule and Contractual conditions or as mutually agreed between the SI and Utility.
i) An Exit Management plan shall be furnished by the SI in writing to the Utility or its nominated
agencies within 90 days from the date of signing the contract.
14.4 Facilities to be provided by Client

1) Providing required details of existing Legacy system and any other Systems which are required
for Integration.
2) Providing necessary approvals and signoffs on mutually acceptable conditions.
3) Arranging any meeting or workshop with the Legacy Application Owners or Vendors.
4) Space for implementation of Centralized IT - Help Desk.
5) Necessary sitting space with adequate facilities be provided by Utility at Corporate
Headquarters.
15. Payment Terms
The payments shall be strictly made based on acceptance and quality of deliverables, performance and
timelines of services delivered by the System Integrator.
The System Integrator (SI) should produce a completion/ installation certificate indicating “Ready-for-
use” status (i.e., delivery, installation, commissioning, and successful operation of system) for respective
deliverable/services for Billing system, duly signed as accepted by the Utility.
1. The Contract Price shall be paid on the final accepted L1 prices quoted by the bidder, or any
revised price that may be accepted after negotiation with the L1 bidder.
2. Value of Invoices shall be calculated against actual number of billable consumers (for Billing
system services) as existing in the system database up to the last day of the month that is in
consideration for payment, the count being verifiable through system generated reports.
3. [For the Billing services, the actual count of consumers for the purpose of monthly Invoicing
will include only the Billable or Live consumers. Other non-active connections in database,
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vis-à-vis permanently dismantled connections, Stop Billed connections, or connections

pending service release will not be considered for invoicing.]10
4. An initial pay-out as lumpsum (NA- not applicable)
5. Monthly payments, hereinafter called the FMS payments, which shall be [100] % of the rate
per unit (including GST) as per Annexure in Form 1 of Section 5 multiplied by the actual
number of billable consumers up to the last day of the month for which invoice has been raised
by the SI. This FMS payment shall become eligible from the date of declaration of Go-live by
the Utility, i.e., completion of the ‘Stabilization support Phase’ as defined in Project Timelines.
6. The Contractor shall raise provisional invoice accompanied with verifiable summary and
prescribed SLA reports to the designated engineer-of-contract in Discom for verification of
work, SLA and verification of payable amounts. The actual payment shall be net of any
applicable liquidated damages and/or penalty due to noncompliance of SLAs by the SI.
7. The Contractor’s request for payment shall be made to the respective Discoms, in accordance
to the verified amounts, in writing, accompanied by invoices describing, as appropriate, the
accepted quantities of work performed
8. Payments will be released by the Discoms to the Bidder in monthly arrears, within sixty (60)
days from submission of an invoice and after it has been accepted. In case Utility fails to make
any payment on its respective due date, the Utility shall pay interest to the SI on such delayed
payment amount as from the due date of payment. The applicable interest rate on the delayed
payment amount will be equal to the marginal cost of funds-based lending rate (MCLR) for
one year of the State Bank of India plus 400 bps (MCLR shall be as applicable on the 1 st April
of the financial year in which the date of release of delayed payment lies). In case the period
of default lies in two or more financial years the interest amount shall be calculated separately
for the periods falling in different years.
9. No invoice for extra work/ change order on account of change management will be submitted
by the Contractor unless the said extra work/ change order has been authorized/ approved by
the Utility in writing.
10. Monthly payments once commenced, may again be suspended if DR is not made functional till
prescribed project timeline or six months after that, whichever is later, and release of such
suspended payments shall re-commence only after satisfactory delivery, testing and acceptance
of DR
11. If any excess payment has been made to contractor due to difference in quoted price in proposal
and Contractor’s invoice, or due to omission in verification of payable quantities, Utility may
without prejudice to its rights recover such amounts by adjustments in subsequent invoices or
by other means after notifying the Contractor or deduct such excess payment from any payment
subsequently falling due to the Contractor.
12. The currency in which payment shall be made to the Contractor under this contract is Indian
Rupees (INR) only.
13. The sum of all payments made to the Bidder shall not exceed the Contract Price.
14. In the event the Bidder fails to meet a particular performance criterion as mentioned under the
Service Level Agreement (SLA) for cumulatively 3 (three) months in a year, resulting in the
10
Utility shall clearly define the same based on their prevailing practices
242
maximum penalty for the particular performance criterion, Utility may issue a SLA Default
Notice to the bidder.
16. Service Level Agreement (SLA)
The Service Level Agreement (SLA) is the agreement between DISCOM and SI during the project
implementation and further during Facility Management Support phases of the project. The SLA defines
the responsibility of SI in ensuring the performance of Project based on agreed performance indicators
as detailed in the agreement. It is expected that the Billing system shall meet the minimum threshold of
service defined against each lever. Any degradation below this minimum threshold will attract penalties
as per bands of service level met. The idea is that it triggers a proper review of any failure / performance
that had been agreed upon for the project, and to find resolutions in keeping with the highest standards
of service excellence.
SI shall be responsible for 24*7*365 management of all systems during the implementation of overall
Billing solution and Facility Management Service (FMS) period. The Utility would monitor the SI
performance and compliance to standards with respect to agreed upon SLA. SI shall develop service
level monitoring tools.
16.1Service Level Agreements Monitoring
a) The Utility will carry out the quarterly monitoring and performance review of System Integrator
against the monthly formulated reports for SLA. A designated third party or personal from
Utility will review the performance of SI against the SLA.
b) The SLA reports shall be formulated based on the automated system generated reports.
c) The System Integrator shall submit the monthly SLA report to designated Nodal officer as per
agreed frequency and timeline.
d) For requirement of SLA audit, the Utility may perform a visit either by internal department or
by an external contractor at respective DC/DR locations.
e) The review / audit report will form a basis of any action relating to imposing penalty on or
breach of contract of the SI.
16.2Service Level Agreements and Targets
The service levels agreements shall be agreed by the SI as a key performance indicator for this
engagement. These key indicators shall be used while monitoring and measuring performance of SI.
The service level indicators have been categorized under:
1. Billing System - During Implementation SLA Indicators
a. Project Implementation – Billing System Go-Live
2. Billing System - Post implementation SLA Indicators

a. Availability management
b. Problem Resolution and Notification Times
c. Performance related SLA
d. Services related SLA
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All management tools required to monitor the performance of the service should be provided by the
SI at no extra cost. The SI would be required to provide access to the management tools to the Utility
for monitoring purposes and would also provide the MIS reports for overall project and SLA
monitoring as a part of the contract.
System Integrator shall provide all the necessary diagnostic/monitoring tools and technology as
requested and required by the Utility to monitor the Billing System. These tools shall monitor the
product, process, and elements of the system to generate the reports and logs which can be utilized
by the Utility for further improvement and enhancements of overall system.
The description of the indicative Service Level Agreement (SLA) has been presented below. A
complete Service Level Agreement will be made with the successful bidder at the time of signing the
contract.
16.2.1 Project Implementation Phase SLA (During Implementation)
The Billing system including all the applications/supporting system must be implemented by
the System Integrator (SI) as per the timelines mentioned in this RFP.
Any delay in implementation will attract penalty for every week of delay subjected to an overall
maximum penalty of 10% of total awarded project cost. It will be levied for the duration
equivalent to number of weeks delayed which shall become due to be deducted from subsequent
month’s billing.
a) Penalty against Delay in Implementation Phase Completion

T = Date of Signing of Contract between Discoms and Selected Bidder
S.
Project Phase Time schedule Penalty*
No.
1 Project Initiation To + [1] Month 0.5% per week of delay or part thereof
2 Setup of Infrastructure To + [1.5] Months 0.5% per week of delay or part thereof
(DC, DRC)
3 Business Blueprinting To + [3] months 0.5% per week of delay or part thereof
4 Design & Customization To + [4] Months 0.5% per week of delay or part thereof
5 Pilot Rollout Phase To + [6] Months 0.5% per week of delay or part thereof
6 Pilot System Stabilization To + [7] Months 0.5% per week of delay or part thereof
Phase
7 Training and Go-Live To + [9] Months 0.5% per week of delay or part thereof
Phase
8 Stabilization Support To + [12] Months 0.5% per week of delay or part thereof
Phase
9 Facility Management 5 years (Effective 0.5% per week of delay or part thereof
Support Phase from Go-live)
*Penalty shall be imposed on the total awarded project cost
Deliverables in each phase would be as defined in RFP.
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16.2.2 Facility Management Phase SLA (Post Implementation)

16.2.2.1Calculation for Post Implementation SLA
a) Uptime Calculation for the Month
1. {% Monthly Availability = [(Actual Uptime + Scheduled Downtime) / Total No. of

Hours in a Month] x 100}
2. "Actual Uptime" means, of the Total Hours, the aggregate number of hours in any
month during which each equipment/cloud component is available for use.
3. "Scheduled Downtime" means the aggregate number of hours in any month during
which each equipment, is down during total Hours, due to preventive maintenance,
scheduled maintenance, infrastructure problems or any other situation which is not
attributable to Bidder’s (or Service provider's) failure to exercise due care in
performing Bidder’s responsibilities.
4. The DISCOM would provide a maximum of 04 hours of planned downtime for the
preventive maintenance (as part of scheduled downtime) per month per
equipment/service.
5. The downtime for scheduled maintenance (patch application, upgrades – OS,
Database, etc.) would need to be mutually agreed between DISCOM and the SI. To
reduce this time, various maintenance activities can be clubbed together with proper
planning.
6. "Total Hours" means the total hours over the measurement period i.e. one month (24
* number of days in the month).
b) Downtime Calculation:
The recording of downtime shall commence at the time of registering the call and/or
notifying or intimating the System Integrator (SI) for any downtime situation for the
application/service/equipment.
Downtime shall end when the problem is rectified, and the application/ service is
available to the user.
Outage under the following situations shall not be considered in down time calculation:
1. Pre-scheduled and approved preventive maintenance and health checks (Scheduled
Downtime).
2. Failover time (30 minutes) in case of cluster environment. Beyond 30 minutes the
service would be considered as not available and appropriate penalty shall be
imposed on the SI.
3. Bug in any application which causes the non-availability of a specific service and
not the system as whole. Complaint redressal SLAs along with defined criticalities
shall however apply
4. If DISCOM elects to continue the operation of the machine / equipment, when a
part of the machine is giving problem and leading to downtime, the commencement
of downtime shall be deferred until the DISCOM releases the machine / equipment
to the Bidder for remedial action.
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16.2.2.2 Typical Facility Management Services (FMS) availability & duration of their
requirement
The criticality of the required services is categorized under the four categories/priorities i.e. Critical,
High, Medium and Low Priority. Each of the Support Category is associated with respective response
and resolution time. The Criticality definition chart is tabulated below for reference.
Maximum Maximum
Support
Criteria Response Resolution
Category
Time time
The system is unable to be used for normal business
60
Critical activities. There is certainty of financial loss to 15 Minutes
Minutes
DISCOM.
There is a problem with a part of the
system, which impacts on DISCOM’s
High 1 Hour 6 Hours
decision making. No viable workaround is available.
There is a likelihood of financial loss.
The efficiency of users is being impacted but has a
Medium 2 Hours 24 Hours
viable workaround.
A fault, which has no particular impact on processing
Low 8 Hours 48 Hours
of normal business activities.
Note: Financial loss means inability to bill or collect revenue from the system
The final decision for categorization of the services based on respective category shall be taken by the
DISCOM, Post on boarding of System Integrator (SI), though for simplicity followings are indicative
categorization:
Service Duration Criticality
Help Desk (Business Hours) 12x7 High
Application Issues/Change management Handling 12x6 High
Cloud hardware/software support/maintenance 24x7 Medium
Cloud based Data Centre / Disaster Recovery Administration 24 X7 Critical
Server Administrator Services 18 X7 Critical
Database Administration Services 18 X7 Critical
Network Management – WAN Connectivity for Cloud based
18 X7 Critical
DC/DR and DISCOM Locations
Antivirus & Security Administration 12x7 High
Storage Management 18 X7 Critical
Backup Management (as per decided schedules) Scheduled High
Business Unit (i.e. SDO / Division / Region / Zone) 12x6 High
16.2.2.3Availability Management
1. Availability of IT system - High Availability is a key requirement of Utility as the application
will enable Utility officials to deliver the key activities related to various activities. The expected
availability of IT system should be at minimum 99%. The project must also be able to rebound
or recover from any planned or unplanned system downtime, ensuring a minimal impact on the
246
operations. The selected System Integrator should provide a single point of contact on a 24*7
basis.
2. Availability will be measured on monthly basis. Planned downtime will not be classified as
unavailability. Planned downtime where both main as well redundant systems are not available
for providing service will be limited to maximum of 48 hours in a month. The selected bidder
should endeavor to take such downtimes only during weekends or holidays preferably after End
of Day (EoD). However, duration of the maximum allowable planned downtime time will be
reviewed on quarterly basis.
3. The failure of application on account of non-availability of infrastructure provided by Utility
shall not be considered while calculating SLA for that quarter.
4. Any breach in SLA will attract penalty on the total Monthly Invoicing Value (FMS Cost) subject
to a maximum penalty of 20% of the Monthly Invoicing Value, both as a penalty in single
service breach or as an aggregate penalty on multiple service breach, beyond which it will result
in no payments for that month of service.
5. In case of penalty due to service level breach is more than 20% of the Monthly Invoicing Value
consecutively for 2 (two) calendar months, DISCOM reserves the right to serve the termination
notice to the selected bidder.
6. The following table outlines the availability service levels:
S. Service Parameter Service Validation Penalty
No. level
1 Availability of >=99.5% Availability
Business
Business uptime & >= 0.5% 5% of
Applications
Application Downtime but Monthly
Software
Software as Reports <1% of FMS Cost
(Core Billing mentioned in measured SLA
System, MBC the Scope of using
with New >= 1% 10% of the
Work Manageme
Connection & but Monthly
nt Tool.
DC-RC, CIS, <3% of FMS Cost
Measured
Energy Audit, SLA
24*7 Basis
MIS, Prepaid and >= 3% 15% of the
Engine) Validated but Monthly
by Monthly <5% of FMS Cost
SLA SLA
Performanc >=5% of 20% of the
e Report. SLA Monthly
FMS cost
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No. level
2 Business Availability of >= 99.5% Availability
Supporting supporting uptime & >= 0.5% 1% of
Applications Applications Downtime but <1% the
(Geo-tagging, and System Reports of SLA Monthly
Mobile Apps, Software measured FMS
Web-service, Services which using Cost
Dashboards, are required to Manageme >=1% but 2% of
IAM, DMS, support the nt Tool. <3% of the
Ticketing, CC Business Measured SLA Monthly
with Helpdesk) Applications as 24*7 Basis FMS
mentioned in and Cost
Scope of Work Validated >=3% but 3% of
by Monthly <5% of the
SLA SLA Monthly
Performanc FMS
e Report. Cost
>=5% of 5% of
SLA the
Monthly
FMS
Cost
3 Integration Availability of >99.5% Availability
Services uptime Web Services/ uptime & For every 1 % of the
Middleware for Downtime 0.5% Monthly
Reports
Integrating ERP decrease FMS cost
measured
System. using of SLA will be
Manageme deducted
nt Tool. capped at
Measured 5%
24*7 Basis
and
Validated
by Monthly
SLA
Performanc
e Report.
4 Data Ensure 100% Database
Management availability of audit and For every 1 % of the
all the establishe Monthly
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No. level
i.Partial Loss- transactional reconciliati d FMS cost

recoverable and static data on report incidence will be
ii.Partial Loss- of data deducted
Non- loss capped at
recoverable 5%
iii.Permanent
Loss
5 Anti-Virus Rollout of >=99.95% Reports 1% of the Monthly FMS
Management latest anti-virus generated Cost for each default
definition file from Anti- beyond SLA capped at 5%
on
Virus
workstations
and servers software
once it is made console
available on
supplier’s/OEM
website
6 Network Network >=99.5% Availability
Administration Availability uptime & >= 0.5% 5% of the
for Cloud Data Minimum of measured Downtime but <1% Monthly
Reports
Centre & 99.5% uptime on of SLA FMS Cost
measured
Disaster for Data Centre Monthly using >= 1% 10% of the
Recovery Centre and Disaster basis Manageme but <3% Monthly
Recovery nt Tool.
of SLA FMS Cost
Centre Measured
24*7 Basis >= 3% 15% of the
(Measured but <5% Monthly
Monthly) of SLA FMS Cost
and
Validated >=5% of 20% of the
by Monthly SLA Monthly
SLA FMS Cost
Performanc
e Report
7 Server Rollout of 98% Patch
Administration/ patches (OS, update Less 1 % of the
Management infra level) on report than Monthly
workstations
98% FMS Cost
and servers
after patch
being approved
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No. level
on test
environment
Uptime of >=99.5% Report
Application Less than 1% of the
Servers 0.5% of Monthly
SLA FMS cost
>= 0.5% 2% of the
but <1% of Monthly
SLA FMS cost
>= 1% but 5% of the
<3% of SLA Monthly
FMS cost
>= 3% but 10% of the
<5% of SLA Monthly
FMS cost
>=5% of 15% of the
SLA Monthly
FMS cost
Uptime of >=99.5% Report
Supporting Less than 1% of the
System Servers 0.5% of Monthly
SLA FMS cost
>= 0.5% 2% of the
but <1% of Monthly
SLA FMS cost
>= 1% but 5% of the
<3% of SLA Monthly
FMS cost
>= 3% but 10% of the
<5% of SLA Monthly
FMS cost
>=5% of 15% of the
SLA Monthly
FMS cost
8 Data base Uptime of >=99.5% Report
Administration Database Less than 1% of the
services 0.5% of Monthly
SLA FMS cost
>= 0.5% 2% of the
but <1% of Monthly
SLA FMS cost
>= 1% but 3 % of the
<3% of SLA Monthly
FMS cost
250

No. level
>= 3% but 5 % of the
<5% of SLA Monthly
FMS cost
>=5% of 10% of the
SLA Monthly
FMS cost
MIS report of 99% Report
database Less 1 % of the
schema, disk than Monthly
space, storage, 99% FMS Cost
and user roles
9 Backup/ restore The System 99% Report If the negligence is found
management Integrator in monthly audit, the
should take System Integrator would
backup as per be penalized 1% of the
the backup Monthly FMS Cost for each
schedule default capped at 5%
defined by
<<DISCOM>>
<<DISCOM>> 100% Report 1% of the Monthly FMS

would Cost for each default
periodically ask capped at 5%
(once a month
on a random
day) SI to
restore the
backup data
10 Change Resolution of 99% Monthly 2% of the Monthly FMS

Management Change Reports cost if agreed date for
Management requested change is not
ticket adhered
11 Release Resolution of 99% Reports 1% of the Monthly FMS

Management ticket logged in generated Cost for each default
incident from Ticket capped at 5%
management logging
tools system
12 Problem SI shall analyse 100% Root cause 2% penalty of the Monthly

Management all the incidents timely Report. FMS cost, if the SI does not
and provide a Incident
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No. level
root cause submissio Report submit a problem report
report every n covering stating for that month.
month if there problems
all
are more than 5
incidents faced by the
incidents of the 5% penalty of the Monthly
logged in users.
same type. SI FMS Cost if the SI does not
that Report
shall take the perform the corrective
month detailing
needed action for more than one
corrective
corrective calendar month.
and
action to
preventive
prevent further
actions
issues due to
the same cause.
13 Cyber Security Should be part 98% Report 1% of the Monthly FMS

Management of monthly Cost
status report
14 Implementation Implementation 100% Completion 0.05% of the Monthly FMS

of Audit/ of audit within Cost for every day’s delay
Regulatory recommendatio agreed on an incremental basis
Recommendatio ns given by timeline and capped at 1%
ns utility or its Reports
auditor/
regulator which
have been
agreed by SI to
be
implemented.
15 Resource Number of shift >=98% Attendance If the resource availability

Management days for which averaged track is less than 98%, then
resource over all Call Log payment shall be
present at the resources Audit calls/ deducted based on the
designated designate visits pro-rata basis.
location / Total d for SI Measured
number of shift services - on a (Total FMS cost per day
days calculated monthly divided by nos. of persons
on a basis deployed) * (Total non-
monthly available Personnel)
basis
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No. level
Resource 100% Experience Per day deduction per
provided is not complianc Certificate resource person = 0.5 *
as per specified e and CV of (Monthly value for that
manpower) / 30
certification / FMS
experiences personnel
submitted
by SI to the
DISCOM
16 SLA Monitoring Availability of 7 working Monthly 5% of Monthly FMS Cost

Report SLA reports days from Report
covering all the end of
parameters the month
required for SLA
monitoring
within the
defined time
Remarks: Although SLA penalties shall be calculated as per above table, however total penalty to be
deducted is to be capped at 20% of the Monthly Invoicing Value (FMS Cost).
Service Levels for Cloud Service Provider
No. level
1 Provision and Within 15 Report
Requirement
Deprovision minutes Within Nil
of Virtual
of Virtual 15
Machines /
Machines Minutes
Compute
>15 but 5% of the
<=45 Monthly
Minutes FMS cost
Beyond 10 % of the
45 mins, Monthly
for every FMS cost
30 mins
of delay
2 Overall Cloud Availability of >=99.95% Availability
Solution and Cloud uptime & Downtime Less than 1% of the
application Solution Reports 0.05% of Monthly
availability Services for measured SLA FMS cost
Business using
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No. level
Applications Managemen >= 0.05% 5% of the
and t Tool. but <0.1% Monthly
Supporting Measured of SLA FMS cost
Solutions 24*7 Basis >= 0.1% but 10% of the
and <0.3% of Monthly
Validated by SLA FMS cost
Monthly SLA >= 0.3% but 15% of the
Performance <0.5% of Monthly
Report. SLA FMS cost
>=0.5% of 20% of the
SLA Monthly
FMS cost
3 Cloud Cloud >=99.95% Availability
Virtualization Virtualization uptime & Downtime Less than 1% of the
Layer Layer Reports 0.05% of Monthly
Availability Availability measured SLA FMS cost
for using >= 0.05% 5% of the
Hosted Managemen but <0.1% Monthly
Solution t Tool. of SLA FMS cost
&Services Measured >= 0.1% but 10% of the
24*7 Basis <0.3% of Monthly
and SLA FMS cost
Validated by >= 0.3% but 15% of the
Monthly SLA <0.5% of Monthly
Performance SLA FMS cost
Report. >=0.5% of 20% of the
SLA Monthly
FMS cost
4 Cloud Network Cloud >=99.95% Availability
Availability Network uptime &Downtime Less than 1% of the
Availability Reports 0.05% of Monthly
for measured SLA FMS cost
Hosted using >= 0.05% 5% of the
Solution & Managemen but <0.1% Monthly
Services t Tool. of SLA FMS cost
Measured >= 0.1% but 10% of the
and SLA FMS cost
Report.
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No. level
>=0.5% of 20% of the
SLA Monthly
FMS cost
5 Cloud Storage Cloud Storage >=99.95% Availability
Availability Services uptime & Downtime Less than 1% of the
Availability Reports 0.05% of Monthly
for measured SLA FMS cost
Hosted using >= 0.05% 5% of the
Solution & Managemen but <0.1% Monthly
Services t Tool. of SLA FMS cost
Measured >= 0.1% but 10% of the
and SLA FMS cost
SLA Monthly
FMS cost
6 Virtual Cloud based >=99.95% Availability
Operating Virtual uptime & Downtime Less than 1% of the
System Operating Reports 0.05% of Monthly
Availability System measured SLA FMS cost
Availability using >= 0.05% 5% of the
for Managemen but <0.1% Monthly
Hosted t Tool. of SLA FMS cost
Solution & Measured >= 0.1% but 10% of the
Services 24*7 Basis <0.3% of Monthly
and SLA FMS cost
SLA Monthly
FMS cost
7 Cloud Cloud >=99.95% Availability Less than 1% of the
Orchestration Orchestration uptime & Downtime 0.05% of Monthly
layer layer Reports SLA FMS cost
availability availability measured
>= 0.05% 5% of the
for using
but <0.1% Monthly
Hosted Managemen
of SLA FMS cost
Solution & t Tool.
Services Measured
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No. level
24*7 Basis >= 0.1% but 10% of the
and <0.3% of Monthly
Validated by SLA FMS cost
Monthly SLA >= 0.3% but 15% of the
Performance <0.5% of Monthly
Report. SLA FMS cost
>=0.5% of 20% of the
SLA Monthly
FMS cost
8 Cloud Security Cloud >=99.95% Availability
Layer Orchestration uptime & Downtime Less than 1% of the
Availability layer Reports 0.05% of Monthly
availability measured SLA FMS cost
for using >= 0.05% 5% of the
Hosted Managemen but <0.1% Monthly
Solution & t Tool. of SLA FMS cost
Services Measured >= 0.1% but 10% of the
and SLA FMS cost
SLA Monthly
FMS cost
DC - DR Drill policy
For cases of a disaster strike at primary data centre, the SI will arrange to provide the services in an
undisturbed manner.
RPO & RTO
Recovery Point Objective (RPO) is the maximum amount of time lag between Primary and Secondary
storages. Utility intends to maintain RPO as < 15 minutes for all application and data at primary site.
Recovery Time Objective (RTO) is maximum elapsed time allowed to complete recovery of
application processing at DR site. In case of a disaster, the RTO shall be measured from the time when
the decision is finalized & intimated to the System Integrator (SI) by Utility to shift the operation to DR
site. The System Integrator (SI) in association with Utility personnel shall ensure compliance to
following RTOs –
S. No. Billing System RTO
Metering, Billing, Collection, New Connection, Disconnection, Dismantling and
1 Reconnection, Web self-service, MIS and Reporting, Energy Audit, DMS, CRM, 1 Hours
Mobile Applications
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SI shall adhere to DC-DR Drill policy formulated in consultation with Utility. The first drill will be
conducted and completed within the stipulated ‘project timelines’. Thereafter it shall be an annual
exercise. The time and schedule will be decided with the Utility from time to time, and the same shall
be adhered. Required activity shall be carried out after necessary approval of Utility.
Sl. Measur Service Service level Penalty

No. ement
1 DC - DR “SI shall adhere to the DC- 100% of the time 2% of the yearly FMS Charges on non-
Drill DR drill Policy developed in the drill should performance,
consultation with Utility. happen
Half Yearly measurement: ‘successfully’ as 1% additional deduction of yearly FMS
DC-DR Drill Half Yearly per schedule. Charges for per week delay.
Note - In case, the DC-DR Drill is not

conducted as per schedule due to any
business obligations / dependency of
Utility. No penalty shall be applied.
Measurement
Sl.
Service Parameter Service Level Tool/ Penalty
No.
Validation
1 Recovery Point Measured during the RPO <15 Monthly 1% of Monthly FMS
Objective (RPO) regular planned or minutes Report Cost per every
(Applicable when unplanned (outage) additional 15 minutes
taking Disaster changeover from DC of data lag.
Recovery) to DR or vice versa.
2 Recovery Time Measured during the ⮚ RTO<= 4 Monthly 1% of Monthly FMS
Objective (RTO) regular planned or Hours Report Cost per every
(Applicable unplanned (outage) Service additional 1 (One)
when taking changeover from DC Level: hour of downtime
Disaster Recovery) to DR or vice versa. RTO<= 1
hour
16.2.2.4Problem Resolution and Notification Times
Following service levels will be applicable to the SI for handholding and maintenance support. It shall be
noted that the SLA period is including problem identification, resolution from SI or OEM and shall bear
full responsibility with SI.
Type of Metri Measure Threshold Expected Action/Remarks
Service c
As per Deliv Initial Critical 1 Hour Initial review for Category, Priority
Problem ery Response and whether the PR has sufficient
Report (PR) information to understand the
High 2 Hour problem
Assignment to respective individual
for analysis
Medium 4 Hour Respond to initiator informing of
assignment for further analysis
257
Type of Metri Measure Threshold Expected Action/Remarks

Service c
As per Deliv Complete Critical 4 Hour Detailed analysis of Problem Report

Problem ery Analysis/ and provide, root cause, potential
High 6 Hour
Report (PR) Resolution risk / impact, effort estimate for
resolution and closing of the
Medium 8 Hour problem
a) Threshold Definitions
(i) Critical: Show-stopper application breakdown/crash. Has serious implications on running the
production server and has impacted all business critical process.
(ii) High: Serious degradation in the application performance. Has impacted majority of the
business processes but able to continue the operations with the system limitations. It may have
serious implications on the data integrity. It has affected or may affect, more than 5 users for
the same problem.
(iii) Medium: Moderate degradation in the application performance. No implications on the data
integrity. No impact on the normal operations/day-to-day working. It has affected or may
affect, around less than 5 but 1 or more users for the same problem
b) Penalties in case of failure to meet Service Levels:
Following penalty shall be applicable to the SI in case of failure to meet provisions of Service Level
Agreement (SLA) as provided in table above:
(i) In case of problem categorized as “Critical”: Utility shall recover from the SI, a sum
equivalent to 0.1% of the Monthly FMS Cost for every thirty (30) minutes of delay or part
thereof over and above the given threshold limit for each of such incidents.
(ii) In case of problem categorized as “High”: Utility shall recover from the SI, a sum equivalent
to 0.1% of the Monthly FMS Cost for every sixty (60) minutes of delay or part thereof over
and above the given threshold limit for each of such incidents; and
(iii) In case of problem categorized as “Medium”: Utility shall recover from the SI, a sum
equivalent to 0.1% of the Monthly FMS Cost for every hundred and twenty (120) minutes of
delay or part thereof over and above the given threshold limit for each of such incidents.
(iv) The same incident shall not have happened more than 2 times in a month for critical category
and 3 times in a month for high & medium categories, a penalty of 5% of monthly FMS Cost
for that month will be levied.
(v) If the same incident happened more than 3 times in a month for critical category and 4 times
in a month for high & medium categories, the performance bank guarantee may be forfeited,
and contract may be terminated.
Service level agreement for security incident & event management on Cloud, Application, Network
258
All events must be monitored, and all incidents should be analyzed/reported and resolved on a 24x7 basis.
Security event management should be covered completely but not limited to:
Priority Security Monitoring Parameter Response Time Resolution Time
P(1) Perimeter attacks, IPS attacks, IDS 30 Min 1 Hrs. with Artefact
violations Malware/ Phishing attempts, Submission
DDoS attacks, Ransomeware attacks.
P(2) IAM (Identity and access management) 1 Hour 3 Hrs with Artefact
Events, DMZ Jumping Netflow, Submission
Enhancement, Syslogs events,
P(3) False Positive Events, Web incidents 6 Hrs. 24 Hrs. with Artefact
Submission
SLAs will be as below:
S. No SLA Parameters for Response and resolution Time Penalty Calculations
1 >99 % N/A
2 <99 and >=97% 2% of Monthly FMS cost
5 < 90% 20% of Monthly FMS cost
Requirements –
i. Service Provider will provide 99% Service availability for the security incident monitoring
during Steady State Operations.
ii. Service provider shall make arrangement to submit 100% incidents logs daily/weekly/monthly
and on demand system generated reports in accordance with above measurements parameters.
iii. The security solution should be Real time, it should identify privilege escalations and shell code
executions on the servers instantly.
iv. The security solution in real time should track application whitelist policy for compliance
deviations and generate alerts in conformation to the SLA agreement.
v. Daily backup of all endpoints – desktops/laptops should be provisioned at central site. The
backup can be suitable mix of incremental and periodic full picture to manage compute and
communication.
vi. Backup window of all critical workloads should be 8 hours.
vii. The application resource management should be agentless & collect samples not more than 10
mins across the infrastructure solution proposed to ensure the CPU/Mem utilizations are not
exceeding beyond stated SLA’s.
Root Cause Analysis –
Service Provider will maintain a root cause analysis (“RCA”) process and perform, at Service Provider’s
discretion, the activities required to diagnose, analyze, resolve, and report on Incidents or problems prior
to an SLA Remedy being enforced. Service Provider will:
i. identify, record, track, and manage the Incident and/or problem identified as potentially having
SLA implications from identification through service restoration by
- determining the ownership of the issue as assignable to Service Provider
259
- determining the scope of the Incident and/or problem; and

- utilizing the ticketing system described herein to manage workflow and reporting
ii. identify the root cause of problems or failures, where possible
iii. identify and remedy the failure, and report on any consequences of the failure
iv. provide customer with a written, electronic report detailing the cause of and procedure for
correcting such failure; and
v. if the RCA points to the SIEM System, substantiate to Customer that all reasonable actions have
been taken to prevent recurrence of such failure and notify Customer that the service has been
restored.
Report Availability –
All SLA Reports should be available via UI along with all associated LOGs data (RAW Files) to Utility
officers
16.2.2.5 Performance related SLAs
a) Utility Business Applications and Portals:
The System Integrator (SI) is to quote for appropriate systems with specification to meet the
performance requirement of system/application.
Sl. Measurement Service Service Penalty Measurement
No. Level Tool/Method
1 Average loading time Response time is an < 50 milli If the deviation To be measured by
of Static Page in a important factor from seconds is: Time to First Byte
Web Portal for all the the perspective of End • Less by 1% of (TTFB) through any
applications User Experience SLA, then 1% of third-party
irrespective of the the Monthly monitoring tool to
configuration FMS cost be provided by the
changes made by the • >1% but < 5% SI.
user and the of SLA, Then 5%
respective sizing of the Monthly
(such as compute FMS cost
and memory) • >=5% but <10%
implications. of SLA Then 10%
2 Average response Responsiveness of < 1 sec of the Monthly To be measured by
time of Dynamic DISCOM portal would FMS cost Time to First Byte
Content Pages in a be critical to solution’s • >=10% of SLA (TTFB) through any
Web Portal performance then 20% of the third-party
(excluding Human Monthly FMS monitoring tool to
Input time) for all the cost be provided by the
applications SI.
irrespective of the
configuration
changes made by the
user and the
respective sizing
(such as compute
and memory)
implications.
260
3 Average response Responsiveness of < 1 sec To be measured by

time for utility Utility Business Time to First Byte
Business Application (TTFB) through any
Application third-party
(excluding Human monitoring tool to
Input time) be provided by the
SI.
b) Process Operations Response Times

Process operations response times (end to end) are required of no less than:
Sl. Measurement Service Service Penalty Measurement

No. Level Tool/Method
1 Process Update transactions to >=90% 0.5% of System
operations commit transactions: 2 monthly Generated
response times seconds FMS Cost Report – Tool
Simple query: 3 seconds for Report
Complex query: 4 to 8 Generation
seconds
Batch Operations: 15 Mins
16.2.2.6Helpdesk Service Levels support

System Integrator (SI) should setup a centralized helpdesk at the location mutually decided and agreed
with Utility. System Integrator (SI) shall arrange and maintain within the contract value and throughout
the contract period, all infrastructure necessary for managing the Help Desk.
Resources deployed for providing support services should be equipped with mobile phones and other
necessary equipment’s and solutions. Cost of the same, throughout the contract period shall be borne by
the System Integrator (SI) within the contract value. System Integrator (SI) should provide multiple
channels to log a complaint such as Cell phones, landlines, E-mail, Intranet etc. Outage of any
component would be calculated as a time between logging the call and closing the call. The Calls and
e-mails shall be assigned a priority level on the following basis:
Deviation would be calculated based on (1-(calls closed/calls logged)) *100
Sl. Parameter Description Target Penalty Measurement
No. Tool/Method
1 Critical priority Has critical impact on Should be If the deviation is: Help desk Feedback
Purchasers resolved within • Less by 1% of and log details
operations. There is 1 hour SLA, then 0.5% of
certainty of financial the Monthly FMS
loss. cost
2 Urgent priority The problem with Should be Help desk Feedback
impact on a part of resolved within • >1% but < 5% of and log details
system and 4 hours SLA, then 3% of
Purchasers the Monthly FMS
operations. There is a cost
Likelihood of financial
loss. • >=5% but <10%
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Sl. Parameter Description Target Penalty Measurement

No. Tool/Method
3 High priority The high impact Should be of SLA, then 5% of Help desk Feedback
problem with effect resolved within the Monthly FMS and log details
on the efficiency of 6 hours cost
users.
4 Medium priority The low impact Should be • >=10% of SLA, Help desk Feedback
problem with effect resolved within then 10% of the and log details
on the efficiency of 24 hours Monthly FMS cost
users.
5 Low priority A fault, which has no Should be Help desk Feedback
incident particular impact on resolved within and log details
normal business 48 hours
activities.
6 Re opened The call logged by Call reopened Reopened Calls
incidents Utility user should be should be less
resolved on a than 10% of the
permanent basis. The total call closed
call closed by the help
desk should not be
reopened by the
Utility users within 2
days’ time.
16.3Services related to SLA

a) Reporting Procedures: The SI’s representative will prepare and distribute SLA performance
reports in an agreed upon format by the 7th working day of subsequent month of the reporting
period. The reports will include “actual versus target” SLA performance, a variance analysis and
discussion of appropriate issues or significant events. Performance reports will be distributed to
the Nodal official from Utility /Department of IT, if required.
b) Monitoring and Auditing: Utility will review the performance of SI against the SLA parameters
each month, or at any periodicity defined in the contract document. The review / audit report will
form basis of any action relating to imposing penalty or breach of contract. Any such review /
audit can be scheduled or unscheduled. The results will be shared with the SI as soon as possible.
Utility reserves the right to appoint a third-party auditor to validate the SLA.
16.4SLA Change Control
16.4.1 It is acknowledged that SLA may change as Utility’s business needs evolve over the course of
the contract period. As such, this document also defines the following management procedures:
a) A process for negotiating changes to the SLA.
b) An issue management process for documenting and resolving particularly difficult
issues.
c) Utility and SI management escalation process to be used in the event that an issue
is not being resolved in a timely manner.
262
16.4.2 Any changes to the levels of service provided during the term of this agreement will be
requested, documented, and negotiated in good faith by both parties. Either party can request a
change. Changes will be documented as an addendum to SLA and consequently the contract.
16.4.3 SLA Change Process
a) Both the parties may amend this SLA by mutual agreement in accordance.
b) Changes can be proposed by either party.
c) Normally the forum for negotiating SLA changes will be Utility’s monthly review
meetings.
16.4.4 Version Control - All negotiated SLA changes will require changing the version control number.
As appropriate, minor changes may be accumulated for periodic release (e.g., every quarter) or
for release when a critical threshold of change has occurred.
16.5Issue Management
16.5.1 This process provides an appropriate management structure for the orderly consideration and
resolution of business and operational issues in the event that quick consensus is not reached
between Utility and SI. It is expected that this pre-defined process will only be used on an
exception basis if issues are not resolved at lower management levels.
16.5.2 Issue Management Process
a) Either Utility or SI may raise an issue by documenting the business or technical problem,
which presents a reasonably objective summary of both points of view and identifies
specific points of disagreement with possible solutions.
b) Utility will determine which committee or executive level should logically be involved
in resolution.
c) A meeting or conference call may be conducted to resolve the issue in a timely manner.
The documented issues will be distributed to the participants at least 24 hours prior to
the discussion if the issue is not an emergency requiring immediate attention.
d) Management of Utility and SI will develop a temporary, if needed, and the permanent
solution for the problem at hand. The selected bidder will then communicate the
resolution to all interested parties.
e) In the event a significant business issue is still unresolved, the arbitration procedures
described in the Contract will be used.
16.5.3 Issue Escalation Process
a) The purpose of this escalation process is to provide a quick and orderly method of
notifying both parties that an issue is not being successfully resolved at the lowest
possible management level. Implementing these procedures ensures that Utility and SI
management are communicating at the appropriate levels. Escalation should take place
on an exception basis and only if successful issue resolution cannot be achieved in a
reasonable time frame.
263
b) All issues would be raised to the project management team, which is completely
responsible for the day to day aspects of the implementation. The project management
team shall classify the issues based on their severity level and resolve them within
appropriate timelines.
c) If project management team is unable to resolve an issue, the issue would be escalated
to the top management with options/ risks detailed for decision. Top management will
make decisions based on the options/ risks presented by the IT team.
d) In case one or both the parties are unsatisfied with the decision of the top management
of Utility, the dispute will be resolved as specified as per Utility’s jurisdiction.
16.6Contractor Performance & Applicable Penalty
In the event of termination of contract based on non-performance by the SI as per SLA, SI will
be solely responsible for risk and cost factor thereon. In such an event, the performance Bank
Guarantee furnished by the SI will be encashed and will stand forfeited.
Penalty related to delivery of services may be waived by DISCOM, if cause of such delay is not
in System Integrator (SI) control or the delay is due to DISCOM written request. Penalty shall be
adjusted in case DISCOM approves such waiver. The penalty recovered shall be adjusted in the
subsequent payments.
16.7Termination of Contract and Penalties
16.7.1 Risk and Cost Factor
In the event of termination of contract on the basis of non-performance by the SI as per SLA, SI will
be solely responsible for risk and cost factor thereon.
16.7.2 Breach of SLA
The maximum penalty due to delay in project implementation shall be 10% of the total awarded
project cost and maximum penalty in a month during the FMS phase shall be 20% of the Monthly
Invoice amount (FMS Cost) for that month.
In case the SI does not meet the service levels mentioned in this RFP for three (3) continuous time-
periods per year (for the entire duration of the contract) staring from the date of contract, Utility will
treat it as a case of breach of Service Level Agreement. The following steps will be taken in such a
case:
1. Utility issues a show cause notice to the selected bidder.
2. SI should reply to the notice within three working days.
3. If Utility authorities are not satisfied with the reply, the performance bank guarantee may be
forfeited, and contract may be terminated by Utility as per the contract.
16.7.3 Exclusions
The selected bidder will be exempted from any delays or slippages on SLA parameters arising out
of following reasons: -
264
a) Delay in execution due to delay (in approval, review etc.) from Utility’s side. Any such
delays will be notified in written to the IT Team
b) Force Majeure
265
Section 7. Contract Form and Conditions of Contract
PART II
CONTRACT FORM AND CONDITIONS OF CONTRACT
Contract for
Appointment of System Integrator (SI) for implementation of Utility Billing System

under SaaS model
Between
[STATE POWER UTILITY]
AND
[ SELECTED BIDDER]
266

TABLE OF CONTENTS
Article/ Clause ....................................................................................................................... 267

1. Definitions and Interpretations ..................................................................................... 270
2. The Contract ................................................................................................................. 273
3. Rights, Title and Interest to Billing System and Equipment ........................................ 273
4. Contract Price and Payment ......................................................................................... 274
5. Performance Security ................................................................................................... 276
6. Liquidated Damages, Penalty and Incentive ................................................................ 276
7. SLAs and SLA Audit ................................................................................................... 277
8. Force Majeure .............................................................................................................. 277
9. Intellectual Property ..................................................................................................... 280
10. Termination .................................................................................................................. 281
11. Liability/ Indemnity ..................................................................................................... 291
12. Governing Laws and Settlement of Disputes .............................................................. 293
13. Change Order ............................................................................................................... 295
14. Miscellaneous............................................................................................................... 297
15. Confidential Information.............................................................................................. 298
16. Subcontracting ............................................................................................................. 300
17. Warranty....................................................................................................................... 300
18. INSPECTION AND TEST .......................................................................................... 302
19. TEST CERTIFICATE AND INSTRUCTION BOOK ................................................ 303
20. FAKE INSPECTION CALLS ..................................................................................... 303
21. NEGLIGENCE AND DEFAULT................................................................................ 304
22. INVOICING................................................................................................................. 304
23. TAXES ......................................................................................................................... 304
24. Signing of NON Disclosure agreement........................................................................ 304
25. GOODS AND SERVICE TAX ................................................................................... 304
26. Change in Laws and Regulations ................................................................................. 306
27. Severability .................................................................................................................. 306
28. Language ...................................................................................................................... 306
29. Assignment................................................................................................................... 307
30. Entire Agreement ......................................................................................................... 307
31. Disclaimer .................................................................................................................... 307
32. Public Disclosure ......................................................................................................... 307
33. Adherence to Safety Procedures, Rules, Regulations and Restriction ......................... 308
34. Non- Solicitation of Staff ............................................................................................. 308
35. Survival ........................................................................................................................ 308
36. Notices ......................................................................................................................... 309
37. REVERSE AUCTIONING (RA) ................................................................................. 309
38. Advance Payment security (Optional)] ........................................................................ 312
267
Form of Contract
THIS Contract (hereinafter referred to as “Contract”) executed on this .......... [date] day of .......... [month],
.......... [year]:
BETWEEN
[Insert name of the Utility] (hereinafter referred to as “Utility” which expression shall unless repugnant
to the context or meaning thereof include its successors, assigns and permitted substitutes), a company
incorporated under the extant provisions of Indian Laws and having its registered office at [Address];
AND
< insert the following if the Selected Bidder identified pursuant to the RFP is Sole Bidder>
…………….. , < insert the name of Selected Bidder> having its registered office at…………….
[Registered address of the Company] (hereinafter referred to as the “SI” which expression shall unless
repugnant to the context or meaning thereof include its successors, assigns and permitted substitutes).
< insert the following in case the Selected Bidder identified pursuant to the RFP is a Consortium >
……………. < insert the name of the Lead Member of the Consortium who is the Selected Bidder>,
having its registered office at……………. [Registered address of the Company], the Lead
Member acting for and on behalf of the Consortium comprising ………<insert name of the
all the members of the Consortium including the Lead Member> (hereinafter referred to as the
“Selected Bidder” which expression shall unless repugnant to the context or meaning
thereof include its/ their successors, assigns and permitted substitutes).
WHEREAS the Utility had invited Bids for Appointment of System Integrator (SI) for implementation of
Utility Billing System under Software-as-a-Service (SaaS) model (the “Project”) through RFP/Tender No.
[Tender Details]
WHEAREAS after evaluation of the Bids received from the Bidders, the Utility accepted the Bid of the
SI, and issued its Letter of Award No. [__________] dated [__________] (“LOA”) to the Selected Bidder,
requiring the Selected Bidder, inter alia, to execute this Contract within the time period prescribed in the
RFP.
WHEAREAS the SI, in accordance with the terms of the RFP, shall undertake and perform the obligations
and exercise the rights under the LOA, including the obligation to enter into this Contract for
implementation of the Utility Billing System.
268
NOW, THEREFORE, in consideration of the foregoing and the respective covenants and agreements set
forth in this Contract, the receipt and sufficiency of which is hereby acknowledged, and intending to be
legally bound hereby, the Parties agree as follows:
1. The following documents attached hereto shall be deemed to form an integral part of this
Contract:
(a) The General Conditions of Contract (including Attachment 1 “Fraud and Corruption”;
(b) The Special Conditions of Contract;
(c) Appendices:
Appendix A: Project Requirements (Billing System Requirements and Service Level

Agreement)
Appendix B: FMS Cost
(d) Technical and Financial Bid as submitted by the Selected Bidder
In the event of any inconsistency between the documents, the following order of precedence
shall prevail: the Special Conditions of Contract; the General Conditions of Contract, including
amendments thereto […. Insert reference to amendments….]; Appendix A and Appendix B; and
Technical and Financial Bid as submitted by the Selected Bidder. Any reference to this Contract
shall include, where the context permits, a reference to its Appendices also.
IN WITNESS WHEREOF, the SI and the Utility, executed these presents and affixed common seals
of their respective companies on the Day, Month and Year first mentioned above.
1. Common Seal of Utility has been affixed in my/ our presence pursuant to Board Resolution
dated .....................
For Utility
[Signature of Authorized Representative]
................................................................
1. Common Seal of ……………. [Name of the SI], has been affixed in my/ our presence pursuant to
Board Resolution dated .....................
For [SI]
[Name of the SI],

[Signature of Authorized Representative]
................................................................
269
WITNESS:
1. ………………………………………………. (Signature) Name

……………………………………………….
Designation...........……….………………..
2. ………………………………………………. (Signature) Name

………………………….……………………
Designation...........…………………………
Attested:
…………………………….
[Signature]
(Notary Public)
Place: …………………………. Date: …………………………….

270
A. General Conditions of Contract
Article/ Clause
1. Definitions and
Interpretations
1.1 In this Contract, unless the context otherwise requires, the
(a) Definitions
following words, expressions and abbreviations shall have
the following meanings:
(a) “System Integrator” or “SI”, means the responsible
implementation agency named in SCC appointed by Utility
for implementing the Single Billing System under SaaS
model upon execution of the Contract subsequent to the
Letter of Award referred to in SCC;
(b) “Affected Party” means any of the SI or the Utility whose
performance has been affected by an event of Force
Majeure or Force Majeure Event;
(c) “Applicable Laws” shall mean the laws and any other
instruments having the force of law in India as they may
be issued and in force from time to time.
(d) “Bid” means the bid submitted by the Bidder(s) in
response to the RFP and shall include the Technical Bid and
the Financial Bid;
(e) “Bidder(s)” means individual entity or consortium of
entities bidding in response to the RFP;
(f) “Change Order” shall have the meaning as ascribed
thereto in Article 14 of this Contract.
(g) “Consortium Member” shall mean Any member of the
bidding consortium other than the Lead Consortium
Member
(h) “SI Contract” or “Contract” shall mean this Contract
entered into between, the Selected Bidder (represented
by the Lead Member acting for and on behalf of the
consortium if the Selected Bidder is a consortium) and the
Utility for undertaking the Project and is the legally binding
written agreement signed by the Parties and which
includes all the attached documents listed in its paragraph
1 of the Form of Contract (the General Conditions (GCC),
the Special Conditions (SCC), and the Appendices,
Attachments, Annexures etc.).
271
(i) “Contract Period” or “Term of the Contract” shall have

the meaning as ascribed thereto in Article 2.1.2 of this
Contract;
(j) “Contract Price” shall have the meaning as ascribed
thereto in Article 5.1 of this Contract;
(k) “Day” means a calendar day unless indicated otherwise;
(l) “Exit Management Period” shall mean the transition
period encompassing the time from the date of
termination of the Contract or end of the Contract Period
until the date upon which all transition activities/ services
are completed by the SI;
(m) “Force Majeure” or “Force Majeure Event” shall have the
meaning as ascribed thereto in Article 9 of this Section;
(n) “GCC” means these General Conditions of Contract.
(o) “Goods” means any good(s) supplied or to be supplied as
a part of the Solution by the SI;
(p) “Independent Valuer” shall mean a qualified valuer duly
registered under Companies (Registered Valuers and
Valuation) Rules, 2017 for Plant and Machinery and jointly
appointed by the Parties in the event of termination prior
to Project Go-live;
(q) “Lender” means the banks, financial institutions,
multilateral funding agencies, non-banking financial
companies registered with the Reserve Bank of lndia (RBl),
insurance companies registered with the lnsurance
Regulatory & Development Authority (IRDA), pension
funds regulated by the Pension Fund Regulatory &
Development Authority (PFRDA), mutual funds registered
with Securities & Exchange Board of lndia (SEBI), etc.,
including their successors and assigns, who have agreed to
provide the SI with the debt financing, and any successor
banks or financial institutions to whom their interests may
be transferred or assigned;
(r) “Month” means a calendar month unless indicated
otherwise;
(s) “Project” means the Utility’s Billing System
implementation Project defined in recital clause in the
Contract Form;
(t) “Project Implementation Schedule” shall have the
meaning ascribed thereto in Clause 12 of Section 6;
272
(u) “Request for Proposal” or “RFP” means the Tender of

which the number, name and details have been
mentioned in SCC, including all its Volumes/ Sections/
Forms/ Annexures/ Appendices etc., for Appointment of
SI (including all clarification/ addendum/ amendment/
corrigendum/ etc. issued from time to time);
(v) “Rupees” or “Rs.” Or “INR” or “₹” means Indian Rupees;
(w) “SCC” means the Special Conditions of Contract by which
the GCC may be amended or supplemented.
(x) “Service(s)” or “Related Service(s)” means any service(s)
performed or to be performed as a part of the Solution by
the SI;
(y) SLA Default Notice means notice to be issued by the
Utility in the event SI fails meet any of the criteria
specified in the SLA for cumulatively 3 (three) months in a
year so as to entitling levy of maximum penalty for such
(b) Interpretation
criteria;
(z) “Termination Payment” shall have the meaning as
ascribed thereto in Article 11 of GCC in Section 7;
(aa) “Utility” shall have the same meaning as ascribed to it in
the recital clause of the Form of Contract.
1.2 In the interpretation of this Contract, unless the context

otherwise requires:
1.2.1. Utility and the Selected Bidder shall individually be referred

to as “Party” and collectively as “Parties”;
1.2.2. Unless otherwise specified a reference to an Article

number is a reference to all of its sub-articles;
1.2.3. Unless otherwise specified a reference to a clause, sub-

clause or section is a reference to a clause, sub-clause or
section of this Contract including any amendments or
modifications to the same from time to time;
1.2.4. A word in the singular includes the plural and a word in the
plural includes the singular;
1.2.5. A word importing a gender includes any other gender;
1.2.6. A reference to a person includes a partnership and a body

corporate;
273
1.2.7. A reference to legislation includes legislation repealing,

replacing or amending that legislation;
1.2.8. Where a word or phrase is given a particular meaning, it

includes the appropriate grammatical forms of that word
or phrase which has a corresponding meaning;
1.2.9. In the event of an inconsistency between the terms of the

RFP, Bid submitted by the Selected Bidder and the
subsequent Contract, the terms of the Contract hereof shall
prevail;
1.2.10. Whenever a material or article is specified or described by

the name of a particular brand, manufacturer or
trademark, the specific item shall be understood as
establishing type, function and quality desired. Products of
other manufacturers may also be considered, provided
sufficient information is furnished so as to enable Utility to
determine that the products are equivalent to those
named.
1.2.11. No amendment or other variation of this Contract shall be

valid unless it is in writing, is dated, expressly refers to this
Contract, and is signed by a duly authorised representative
of both Utility and the SI thereto.
2. The Contract 2.1. EFFECTIVENESS AND TERM
(a) Effectiveness and
Term 2.1.1.This Contract shall come into force and effect on the date of
execution of the Contract by the Parties;
2.1.2.Unless terminated earlier by either Party or extended by the
Utility in accordance with the terms of this Contract, this
Contract shall continue in full force and effect until 6 (six)
years from the date of execution of the Contract (“Term of
the Contract”).
2.1.3.The Utility, at its own discretion, may extend the operation
and maintenance period of the Billing system at terms
mutually agreed upon with the SI.
3. Rights, Title and 3.1 The ownership, rights and title to the Billing system and other
Interest to Billing equipment installed by SI for operation of the Billing system
System and
Equipment
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pursuant to this Contract shall vest with Utility during the

entire Term of Contract and post expiry of Contract.
4. Contract Price 4.1 CONTRACT PRICE

and Payment
4.1.1 The Contract Price is as indicated in SCC
(a) Contract Price 4.1.2 In the event any approval required for imports and/ or use of
imported equipment is denied in accordance with all
applicable laws including those in relation to testing issued by
Ministry of Power (Order No No.9/16/2016-Trans-Part(2)
dated 18 November 2020, as amended and/ or modified from
time to time), the same shall neither entitle revision of
Contract Price nor shall result in revision of the Project
Implementation Plan.
4.2 PAYMENT MECHANISM
(b) Payment
4.2.1 The payment shall be made to the SI in Indian Rupees (INR)
Mechanism
only.
4.2.2 The payment to the SI shall commence from the sate of
declaration of Go-live as defined in Section 6;
4.2.3 The payments due to the SI from the Utility shall be paid on
monthly basis.
4.2.4 Except in case of Change Order in accordance with Article 14
of this Contract, the sum total of all payments made to the SI
shall not exceed the Contract Price quoted in Article 4.1.1
4.2.5 The actual payment shall be net of any applicable liquidated
damages and/or penalty due to noncompliance of SLAs by the
SI.
4.2.6 SI will raise and deliver the invoice and the Deliverables
mentioned above to the Utility for the monthly payments
within first 7 (seven) working days of every month. SI shall
also raise a supplementary invoice for the agreed amount
towards change requests completed in the previous month,
in accordance with Article 14.2 of this Contract. Utility will
review the SI invoice raised by the SI and the Deliverables
including the SLA performance report, in accordance with
Article 8. Utility may dispute the amount payable and shall
pay the undisputed amount of the payment within 45
calendar days from the date of receipt of invoice. The
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disputed amount shall be dealt as per Article 13 of this

Contract.
4.2.7 In the event the SI fails to meet a particular performance
criterion as mentioned under the Service Level Agreement
(SLA) specified in Clause 16 of Section 6 for cumulatively 3
(three) months in a year, resulting in the maximum penalty
for the particular performance criterion, Utility may issue an
SLA Default Notice to the SI directing it to take steps within
30 days to comply with the performance criterion specified in
the SLA11.
4.2.8. In the event that the SI has duly followed the procedure
enumerated above and the Utility fails to make any payment
on its respective due date, the Utility shall pay interest to the
SI on such delayed payment amount (including disputed
amount) as from the due date of payment. The applicable
interest rate on the delayed payment amount will be equal to
the marginal cost of funds-based lending rate (MCLR) for one
year of the State Bank of India plus 400 bps (MCLR shall be as
applicable on the 1st April of the financial year in which the
date of release of delayed payment lies). In case the period of
default lies in two or more financial years the interest amount
shall be calculated separately for the periods falling in
different years.
4.2.9. All payments under this SI Contract shall be made to the Sole/
Bidder/ Lead Consortium Member and Utility shall have no
role in inter se payments to the Sub-contractors/ Consortium
Members.
(c) Taxes and Duties
4.3 TAXES AND DUTIES
4.3.1 For Goods whether supplied from or outside India, the SI shall
be entirely responsible for all taxes, duties, stamp duties,
license fees, and other such levies imposed outside India.
4.3.2 Any statutory increase or decrease in the taxes and duties
including GST and Cess as applicable or in the event of
introduction of new tax/cess or cessation of existing tax/cess
subsequent to the SI’s offer on the goods and services
explicitly mentioned in financial bid shall be dealt with in
accordance with provisions of Change in Law.
11
For example, in the event SI fails to meet the norm specified for “Availability of Billing System per month”
for cumulatively 3 (three) months in a year leading to levy of maximum penalty thereof.
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4.3.3 Notwithstanding anything above or elsewhere in the Contract,

in the event that the input tax credit of the GST charged by
the SI is denied by the tax authorities to the Utility for reasons
attributable to the SI, the Utility shall be entitled to recover
such amount from the SI by way of adjustment from any of
the subsequent invoices submitted by the SI to the Utility.
5. Performance 5.1 The SI has furnished Performance Security in the form of an
Security irrevocable bank guarantee valid up to a period of 6 (six)
months beyond the end of the Contract Period or extended
thereafter, for the amount indicated in SCC on the prescribed
format. However, in case of delay in Implementation, the
validity of the initial Performance Security shall be extended
by the period of such delay. In the event delay is solely due to
acts and/ or omission of the Utility cost of extending the
validity of Performance Security shall be reimbursed to the SI
by the Utility.
5.2 Any payments shall be made to the SI only after receipt of the
initial Performance Security by Utility.
5.3 Upon Termination of the Contract due to Utility Event of
default or expiry of the Contract Period, the separate
Performance Security shall be discharged by Utility without
any interest and returned to the SI not later than 14
(fourteen) working days following the date of Termination of
the Contract.
5.4 Upon Termination of the Contract due to SI Event of default,
the Performance Security shall be forfeited by Utility.
5.5 In case of any delay by the SI in performing the activities of
the scope of work with respect to the Project
Implementation Schedule, then upon Utility’s request, the SI
shall extend the validity of the separate Performance
Security for the period for which the Contract is extended. In
the event delay is solely due to acts and/ or omission of the
Utility cost of extending the validity of separate Performance
Security shall be reimbursed to the SI by the Utility.
6. Liquidated 6.1 Except in case of Force Majeure or where the delay in delivery
Damages, of the Solution is caused due to any delay or default of Utility,
if the Implementation is delayed by more than 12 (twelve)
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Penalty and months from the date of execution of the Contract the SI shall
Incentive be liable to pay liquidated damages as per the rates specified in
SCC.
7. SLAs and SLA 7.1 The SI shall be liable to penalties in the event of non-compliance
Audit of Service Level Agreements as specified in Section 6;
7.2 A designated team/ person from Utility may review the system
generated SLA performance report of SI each month. The
review/ audit report will form basis of any action relating to
imposing penalty on or breach of Contract of the SI.
7.3 In case, there is no review/ audit report submitted within 15
(fifteen) working days of every month, it shall be deemed that
all SLAs were met in the previous month.
8. Force Majeure 8.1 A Force Majeure means any event or circumstance or

(a) Force Majeure combination of events and circumstances including those
Event stated below that wholly or partly prevents or unavoidably
delays an Affected Party in the performance of its
obligations under this SI Contract, but only if and to the
extent that such events or circumstances are not within the
reasonable control, directly or indirectly, of the Affected
Party and could not have been avoided if the Affected Party
had taken reasonable care or complied with prudent utility
practices:
a) Natural Force Majeure Events:
act of God, including, but not limited to drought, fire and
explosion (to the extent originating from a source external to
the site), earthquake, epidemic, volcanic eruption, landslide,
flood, cyclone, typhoon, tornado, or exceptionally adverse
weather conditions,
b) Non-Natural Force Majeure Events:
i) Direct Non–Natural Force Majeure Events
a) Nationalization or compulsory acquisition by any
Governmental instrumentality of any material assets or
rights of the SI; or
b) the unlawful, unreasonable or discriminatory revocation of,
or refusal to renew, any Consents, Clearances and Permits
required by the SI to perform their obligations under the
Contract or any unlawful, unreasonable or discriminatory
refusal to grant any other Consents, Clearances and permits
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required for the development/ operation of the Project,

provided that a Competent Court of Law declares the
revocation or refusal to be unlawful, unreasonable and
discriminatory and strikes the same down; or
c) any other unlawful, unreasonable or discriminatory action
on the part of any Governmental instrumentality which is
directed against the Project, provided that a competent
Court of law declares the action to be unlawful,
unreasonable and discriminatory and strikes the same
down.
d) any partial or complete shut-down of the internet services
in the Project area
e) Shortage of labor, materials or utilities where caused by
circumstances that are themselves Force Majeure
f) Restrictions imposed by central or state government that
prevent or delay project execution
ii) Indirect Non - Natural Force Majeure Events:
a) an act of war (whether declared or

undeclared), invasion, armed conflict or act of
foreign enemy, blockade, embargo, riot,
insurrection, terrorist or military action, civil
commotion or politically motivated sabotage;
b) radioactive contamination or ionizing

radiation originating from a source in India or
resulting from any other Indirect Non-Natural
Force Majeure Event mentioned above,
excluding circumstances where the source or
cause of contamination or radiation is
brought or has been brought into or near the
Site by the Affected Party or those employed
or engaged by the Affected Party; or
c) industry wide strikes and labor disturbances,

having a nationwide impact in India.
(b) Force Majeure

Exclusions
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8.2 FORCE MAJEURE EXCLUSIONS
8.2.1 Force Majeure shall not include (i) any event or circumstance
which is within the reasonable control of the Parties and (ii)
the following conditions, except to the extent that they are
consequences of an event of Force Majeure:
i. Unavailability, late delivery, or changes in cost of the
machinery, equipment, materials, spare parts etc. for the
Project;
ii. Delay in the performance of any Contractors or their
agents;
iii. Non-performance resulting from normal wear and tear
typically experienced in transmission materials and
equipment;
iv. Strikes or labour disturbance at the facilities of the Affected
Party;
v. Insufficiency of finances or funds or the SI Contract
becoming onerous to perform; and
vi. Non-performance caused by, or connected with, the
Affected Party’s:
a. negligent or intentional acts, errors or omissions;
(c) Notification of b. failure to comply with an Indian Law; or
Force Majeure c. breach of, or default under this SI Contract or any
Event Project documents.
8.3 NOTIFICATION OF FORCE MAJEURE EVENT
8.3.1 The Affected Party shall give notice to the other Party of any
event of Force Majeure as soon as reasonably practicable,
but not later than 7 (seven) days after the date on which
such Party knew or should reasonably have known of the
commencement of the event of Force Majeure. If an event
of Force Majeure results in a breakdown of
communications rendering it unreasonable to give notice
within the applicable time limit specified herein, then the
Party claiming Force Majeure shall give such notice as soon
as reasonably practicable after reinstatement of
communications, but not later than 1(one) day after such
reinstatement. Provided that such notice shall be a pre-
condition to the Affected Party’s entitlement to claim relief
under this SI Contract. Such notice shall include full
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particulars of the event of Force Majeure, its effects on the

Party claiming relief and the remedial measures proposed.
The Affected Party shall give the other Party regular reports
on the progress of those remedial measures and such other
information as the other Party may reasonably request
about the Force Majeure.
8.3.2 The Affected Party shall give notice to the other Party of (i)
the cessation of the relevant event of Force Majeure; and
(ii) the cessation of the effects of such event of Force
Majeure on the performance of its rights or obligations
(d) Duty to Perform under this SI Contract, as soon as practicable after
and Duty to
becoming aware of each of these cessations.
Mitigate
8.4 DUTY TO PERFORM AND DUTY TO MITIGATE
8.4.1 To the extent not prevented by a Force Majeure Event, the

Affected Party shall continue to perform its obligations as
provided in this SI Contract. The Affected Party shall use its
reasonable efforts to mitigate the effect of any event of
(e) Available Relief for
Force Majeure as soon as practicable.
a Force Majeure
Event 8.5 AVAILABLE RELIEF FOR A FORCE MAJEURE EVENT
8.5.1 Subject to this Article 8

a) no Party shall be in breach of its obligations pursuant to this
SI Contract except to the extent that the performance of its
obligations was prevented, hindered or delayed due to a
Force Majeure Event;
b) every Party shall be entitled to claim relief for a Force
Majeure Event affecting its performance in relation to its
obligations under this SI Contract;
c) The SI shall be entitled to receive payment at rates to be
mutually agreed between the Utility and the SI for the
additions to the scope of work due to an event of force
majeure.
9. Intellectual 9.1 All Intellectual Property Rights in all material (including but
Property not limited to all Source code, Object code, records, reports,
designs, application configurations, data and written material,
products, specifications, reports, drawings and other
documents), which have been newly created and developed
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by the SI solely during the performance of Related Services

and for the purposes of inter-alia use or sub-license of such
services under this Contract, shall be the property of the SI.
The SI undertakes to disclose all such material, which have
been newly created and developed by the SI solely during the
performance of Related Services and for the purposes of inter-
alia use or sub-license of such services under this Contract, to
the Utility. The SI hereby grants to Utility a perpetual, non‐
exclusive, non-transferable, irrevocable, royalty‐free license
to use all material disclosed to the Utility under the Contract.
Nothing contained herein shall be construed as transferring
ownership of any Intellectual Property Right from the SI to
the Utility.
9.2 The SI shall ensure that while it uses any software, hardware,
processes, document or material in the course of
performing the Services, it does not infringe the Intellectual
Property Rights of any person and the SI shall keep the
Utility indemnified against all costs, expenses and liabilities
howsoever, arising out any illegal or unauthorized use
(piracy) or in connection with any claim or proceedings
relating to any breach or violation of any permission/license
terms or infringement of any Intellectual Property Rights by
the SI or its personnel during the course of performance of
the Related Services. In case of any infringement by the SI,
the SI shall have sole control of the defence and all related
settlement negotiations
9.3 Subject to Article 9, the SI shall retain exclusive ownership of

all methods, concepts, algorithms, trade secrets, software
documentation, other intellectual property or other
information belonging to the SI that existed before the date
of execution of the Contract.
10. Termination 10.1 SI Event of Default means any of the following events arising out of
(a) SI Event of any acts or omission of SI, its representative, sub-contracts,
Default employees and which have not occurred solely as a result of any
breach of this Contract by the Utility or due to Force Majeure, and
where SI has failed to remedy these events within a period of 90
(ninety) days of issuance of a notice by Utility requiring SI to remedy
such event.
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a) SI has failed to procure and arrange requisite finances for the

implementation of the Project;
b) SI abandons the implementation of the Project or repudiates this
Contract or otherwise takes any action, or evidences or conveys an
intention not to be bound by the Contract;
c) SI, in the judgment of Utility has engaged in corrupt, fraudulent,
collusive, or coercive practices, in competing for or in executing the
Contract; or
d) SI is adjudged bankrupt or insolvent, or if a trustee or receiver is
appointed for SI or for the whole or material part of its assets that
has a material bearing on its ability to implement the Project;
e) SI has been, or is in the process of being liquidated, dissolved,
wound-up, amalgamated or reconstituted in a manner that in the
reasonable opinion of Utility would adversely affect SI’s ability to
implement the Project;
f) A resolution for winding up of SI is passed, or any petition for
winding up of SI is admitted by a court of competent jurisdiction
and a provisional liquidator or receiver is appointed and such order
has not been set aside within 90 (Ninety) days of the date thereof
or SI is ordered to be wound up by a court of competent
jurisdiction;
g) In the event SI fails to cure the default as indicated in the SLA
Default Notice within the time period specified therein;
h) Failure of SI to furnish Performance Security in accordance with the
provisions of this Contract;
i) Failure or inordinate delay by SI to provide Solution as per Contract;
j) Any representation or warranty made by the SI during the term of
the Contract is found to be false and/or misleading;
k) Failure on account of SI to abide by Applicable Laws and
regulations;
l) The shareholding of the SI ceases to be in accordance with the
provisions of this Contract;
m) In the event equipment installed or proposed to be installed by the
SI is found to have any embedded malware/ trojans/ cyber threat;
n) SI fails to comply with the local content requirement as specified in
the Bid Submission;
o) SI fails to comply with any of its material obligations under this
Contract.
p) In the event the Solution supplied do not meet the minimum
specifications as per the Contract, and the same is not replaced/
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modified by the SI to meet the requirements within 14 (fourteen)

working days of being informed by Utility, or as mutually decided
between Utility and SI.
10.2 Utility Event of Default means any of the following events, unless such
event has occurred as a consequence of the SI Event of Default or
a Force Majeure event and where Utility has failed to remedy these
events within a period of 90 (ninety) days of issuance of a notice by
(b) Utility Event of SI requiring Utility to remedy such event:
Default
a) Utility is adjudged bankrupt or insolvent, or if a trustee or receiver
is appointed for Utility or for the whole or material part of its assets
that has a material bearing on its ability to perform its obligations
under this Contract;
b) Utility has been, or is in the process of being liquidated, dissolved,
wound-up, amalgamated or reconstituted in a manner that in the
reasonable opinion of SI would adversely affect Utility’s ability to
perform its obligations under this Contract;
c) A resolution for winding up of Utility is passed, or any petition for
winding up of Utility is admitted by a court of competent
jurisdiction and a provisional liquidator or receiver is appointed and
such order has not been set aside within [90 (Ninety)] days of the
date thereof or Utility is ordered to be wound up by a court of
competent jurisdiction;
d) The breach by Utility of its obligations under this Contract which
has an adverse effect on the performance of SI’s obligations under
this Contract.
(c) Termination
for SI Event
for Default 10.3 TERMINATION FOR SI EVENT FOR DEFAULT
10.3.1 Without prejudice to any other right or remedy which Utility may
have in respect thereof under this Contract, upon the occurrence
of SI Event of Default, Utility shall be entitled to terminate this
Contract in the manner provided in Article 10.3.2.
10.3.2 Utility shall issue a Preliminary Notice to SI providing 90 (Ninety)
Days, or such extended period as the Utility may allow, to cure the
underlying Event of Default. If SI fails to cure the underlying Event
of Default within such period allowed, Utility shall be entitled to
(d) Termination terminate this Contract by issuing a termination notice to SI.
for Utility
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Event of 10.4 TERMINATION FOR UTILITY EVENT FOR DEFAULT

Default
10.4.1 Without prejudice to any other right or remedy which SI may have
in respect thereof under this Contract, upon the occurrence of a
Utility Event of Default, SI shall be entitled to terminate this
Contract in the manner provided in Article 10.4.2.
10.4.2 SI shall issue a Preliminary Notice to Utility providing 90 (Ninety)
Days, or such extended period as the SI may allow, to cure the
underlying Event of Default. If Utility fails to cure the underlying
Event of Default within such period allowed, SI shall be entitled to
(e) Consequences of terminate this Contract by issuing a termination notice to Utility.
Termination
10.5 CONSEQUENCES OF TERMINATION
Upon Termination of the Contract, the SI shall:

10.5.1 Notwithstanding anything to the contrary contained in this
Contract, any termination of this Contract pursuant to its term shall
be without prejudice to accrued rights of any Party, including its
right to claim and recover damages and other rights and remedies
which it may have in law or contract. All accrued rights and
obligations of any of the Parties under this Contract, shall survive
the termination of this Contract to the extent such survival is
necessary for giving effect to such rights and obligations.
10.5.2 Following issue of the Termination Notice by Utility or SI, Utility take
possession and control of SI’s control room and call centre and the
exclusivity granted to SI under Article 4 will come to an end.
10.5.3 Upon termination of this Contract by Utility or SI on account of SI’s
Event of Default (in accordance with Article 10.1), or termination
of this Contract on account of Utility’s event of default (in
accordance with Article 10.2), SI shall be entitled to a termination
payment subject to proper transfer of the installed Billing System,
as agreed mutually upon
a) In case termination of this Contract is on account of SI’s event
of default: Termination payment to SI after Go-live has been
declared shall be the percentage, specified in SCC, of the
termination payment Value as determined in terms of this
Contract.
b) In case termination of this Contract is on account of Utility’s
event of default: Termination payment to SI after Installation
285
Milestone has been declared shall be the percentage, specified

in SCC, of the termination payment Value as determined in
terms of this Contract.
c) In case termination of this Contract is prior to Go-live the
Termination payment shall be equal to:
i. the percentage, specified in SCC, of the value of the
assets proposed to be handed over to the Utility as
certified by an independent valuer in the event
termination is on account of SI event of default–and
ii. the percentage, specified in SCC, of the asset values shall
be paid to the SI in the event termination is on account
of Utility event of default
d) In the event of termination prior to Installation Milestone,
Utility may request the SI to complete any part of the Solution.
The cost of such works shall be agreed between the Parties. In
the event Parties deem it appropriate the cost may be
determined by the Independent Valuer.
Upon termination of this Contract by Utility or SI on account of SI’s

Event of Default (in accordance with Article 10.1), or termination
of this Contract on account of Utility’s event of default (in
accordance with Article 10.2), SI shall be entitled to raise a
supplementary invoice for an amount which is equal to the
termination payment. The Supplementary invoice shall be paid
separately by the Utility within 30 (thirty) days from the date of
such invoice.
10.5.4 The Termination payment value would be calculated basis the
following mechanism:
a) The present value of the receivables for the Billing system
installed shall be calculated by multiplying the outstanding
payments towards the Billing system that has been
implemented as on the date of termination, and discounting
the same as on date of termination at the percentage specified
in SCC (“Present Value”).
b) All amounts due, but not paid by the Utility, including the
aggregated amount due to be paid including amount due to be
paid towards supplementary invoice, but not paid or recovered
from the Utility, for the Billing system operations and
maintenance as defined in the RFP by the SI, shall be calculated
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and factored in to arrive at the net outstanding receivables of

the SI (“Outstanding Receivables”);
c) All amounts due, but not paid by the SI, including the
aggregated applicable liquidated damages and/(or) penalties
due to non-compliance of SLAs by the SI, but not paid or
recovered from the SI, for the Billing system operations and
maintenance as defined in the RFP by the SI, shall be calculated
and factored in to arrive at the net outstanding payables by the
SI (“Outstanding Payables”);
d) Termination Payment Value shall be equal to the sum of Net
Present Value and Outstanding Receivables as per Article
10.5.4.(a) and (b); reduced by Outstanding Payables as per
Article 10.5.4.(c) and the sum of insurance proceeds received
by the SI for the Billing system, (if any).
10.5.5 Upon Termination of the Contract or expiry of the contract period,

the SI shall prepare and present a detailed Exit Management Plan
within 5 (five) working days of termination notice receipt to the
Utility (“Exit Management Plan”) in accordance with Article 10.6.
(f) Exit Management
10.5.6 The Utility or its nominated agency will review the Exit Management
plan. If approved, SI shall start working on the same immediately.
If the plan is rejected, SI shall prepare alternate plan within 2(two)
working days. If the second plan is also rejected, Utility will provide
a plan for SI and it should be adhered by in totality.
10.5.7 The Exit Management Plan should cover at least the following:
a) Execute all documents that may be necessary to effectively
transfer the ownership and title, including OEM warranties in
respect of all equipment;
b) Handover all developed codes, related documentation and
other Configurable Items, if any in his possession;
c) Handover the list of all IT Assets, passwords at all locations to
Utility.
10.5.8 The SI and the Authorized personnel from Utility will sign a
completion certificate at the end of successful completion (all
points tracked to closure) of the Exit Management Plan.
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10.6 Exit Management
10.6.1 Exit Management

In case the Contract with the Utility ends or is terminated before
the expiry date of Contracts, the Parties shall agree at that time
whether, and if so during what period, the provisions of this Exit
Management Plan shall apply. The Parties shall ensure that their
respective associated entities carry out their respective obligations
set out in this Exit Management Plan. The exit management shall
be done in such a manner that operations should continue without
any restriction on access/usage of any kind of functionality. At the
end of the Contract period, SI shall provide necessary handholding
and transition support to the Utility or its agency for maintaining
the system post the Contract with the SI. This includes (but not
limited to):
a) Conducting detailed walkthrough and demonstrations for the
Billing Solution;
b) Handing over of Billing Solution, Utility’s data and all other

relevant documentation including updated detailed bill of
quantities for materials and services provided under the
Contract;
c) Addressing the queries/clarifications of the designated staff /

new agency with respect to the working / performance levels
of the infrastructure;
d) Conducting training sessions;
e) Knowledge Transfer;
f) Any other activity, over and above these, as may be deemed

necessary to meet the service levels and requirements
specified in the RFP.
10.6.2 Transfer of Assets / Billing Solution

a) Utility shall be entitled to serve notice in writing on the SI at
any time during the Exit Management Period requiring the SI
and/or its sub-contractor to provide the Utility with a complete
and up to date list of the Assets within 30 (thirty) days of such
notice. Utility shall also be entitled to serve notice in writing on
the SI at any time prior to the end of the Exit Management
Period requiring the SI to transfer to the Utility or its nominated
agencies in accordance with Article 10.
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b) In case of contract being terminated by Utility, Utility reserves

the right to ask SI to continue running the project operations
for a period of 3 (three) months after termination orders are
issued. In case of contract being terminated by SI, Utility
reserves the right to ask the SI to continue running the project
operations for a period of 6 (six) months after termination
notice is served by SI. In such case, payments during the Exit
Management Period shall be made in accordance with the
Article 5.2 and 11.5 (as the case may be).
c) Upon service of a notice under this Plan, the following
provisions shall apply:
i. All title to the assets as per the updated detailed bill of
Contract shall be transferred to Utility, on or before the
last day of the Exit Management Period.
ii. Payment to the outgoing SI shall be made to the tune of
last set of completed Services / deliverables, subject to
SLA requirements.
10.6.3 Cooperation and provision of information

During the Exit Management Period:
a) SI will facilitate / allow the Utility or its nominated agency
access to information reasonably required to define the then
current mode of operation associated with the provision of the
services to enable the Utility to assess the existing services
being delivered;
b) Promptly on reasonable request by the Utility, the SI shall
provide access to and copies of all information held or
controlled by them which they have prepared or maintained in
accordance with this Contract relating to any material aspect
of the services (whether provided by the SI or sub-contractors
appointed by the SI) to the Utility or its nominated agency.
Such information shall include details pertaining to the list of
assets as per updated detailed bill of quantities for materials
and services provided under the Contract, services rendered
and other performance data. SI shall permit the Utility or its
nominated agencies to have reasonable access to its
employees and facilities to understand the methods of delivery
of the services employed by the SI and to assist appropriate
knowledge transfer; and
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c) In the event of Termination prior to Installation Milestone, SI

and Utility shall jointly appoint an Independent Valuer to
certify the value of assets, as per the updated detailed bill of
Contract, proposed to be handed over to the Utility upon
termination. The cost of Independent Valuer shall be paid by
the SI.
10.6.4 Confidential information, security and data

SI shall promptly on the commencement of the Exit Management
Period supply to the Utility or its nominated agency the following:
a. information relating to the list of assets as per the updated
detailed bill of quantities for materials and services provided
under the Contract, current Services rendered and consumer
and performance data relating to the performance of sub-
contractors in relation to the Services;
b. documentation relating to the Project’s Intellectual Property
Rights;
c. documentation relating to sub-contractors;
d. all current and updated data as is reasonably required for
purposes of Utility or its nominated agencies transitioning the
services in a readily available format;
e. all other information (including but not limited to documents,
records and agreements) relating to the services reasonably
necessary to enable Utility or its nominated agencies, to carry
out due diligence in order to transition the provision of the
Services to Utility or its nominated agencies, (as the case may
be).
10.6.5 Transfer of certain agreements

On request by the Utility or its nominated agency, the SI shall affect
such assignments, licenses and sub-licenses as Utility may require
in favor of the Utility or its nominated agency reasonably necessary
for the carrying out of replacement services. These agreements
may include equipment lease, maintenance or service provision
agreement between selected SI and third-party lessors, service
providers, and any other agreements related to the Services.
10.6.6 General obligations of the SI during exit management period
a. The SI shall provide all such information as may reasonably be
necessary to effect as seamless a handover as practicable in the
circumstances to the Utility or its nominated agency and which
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the SI has in its possession or control at any time during the Exit
Management Period.
b. For the purposes of this Schedule, anything in the possession
or control of the SI or associated entity, or sub-contractors is
deemed to be in the possession or control of the SI.
c. The SI shall commit adequate resources to comply with its
obligations under this Exit Management Schedule.
10.6.7 Exit management process

The SI shall prepare an Exit Management Plan for transfer of
operations to the Utility or its nominated agency, in the event of
termination or expiry of the contract with the Utility, without
affecting services to stakeholders adversely. SI shall get this process
approved by Utility. The Plan shall include, but not be limited to,
the following-
a. A detailed program of the transfer process including details of
the means to be used to ensure continuing provision of the
Services throughout the transfer process or until the cessation
of the Services and of the management structure to be used
during the transfer;
b. Plans for the communication with such of the SI’s
subcontractors, staff, suppliers, customers and any related
third party as are necessary to avoid any material detrimental
impact on the Utility’s project operations and Billing system
Services to other stakeholders as a result of undertaking the
transfer;
c. Plans for provision of contingent support to Utility or
its nominated Agency for a reasonable period after transfer.
d. The Exit Management Plan including all updates shall be
presented by the SI to and approved by the Utility or its
nominated agencies.
e. During the Exit Management Period, the SI shall use its best
efforts to deliver the services.
f. Payments during the Exit Management Period shall be made in
accordance with the Articles 5.2 and 11.5 (as the case may be)
g. The Exit Management plan shall be furnished in writing to the
Utility or its nominated agencies within 90(ninety) days from
date of execution this SI contract
h. The SI shall re-draft the Exit Management Plan annually
thereafter to ensure that it is kept relevant and up to date. The
updated plan shall be furnished in writing to the Utility or its
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nominated agencies within 15 days from the end of such

period.
11. Liability/ 11.1 The SI hereby agrees to indemnify Utility, for all conditions and
Indemnity situations mentioned in this Article, in a form and manner
acceptable to Utility. The SI agrees to indemnify Utility and its
officers, servants, agents (“Utility Indemnified Persons”) from and
against any costs, loss, damages, expense, claims including those
from third parties or liabilities of any kind howsoever suffered,
arising or incurred inter alia during and after the Contract Period
out of:
a) any negligence or wrongful act or omission by the SI or its

agents or employees or any third Party associated with SI in
connection with or incidental to this Contract; or
b) any infringement of patent, trademark/copyright or industrial
design rights arising from the use of the supplied Solution or
any part thereof.
11.2 The SI shall also indemnify Utility against any privilege, claim or
assertion made by third party with respect to right or interest in,
ownership, mortgage or disposal of any asset, property, movable or
immovable as mentioned in any Intellectual Property Rights, licenses
and permits.
11.3 Without limiting the generality of the provisions of the Article 11.1
and 11.2, the SI shall fully indemnify, hold harmless and defend
Utility Indemnified Persons from and against any and all suits,
proceedings, actions, claims, demands, liabilities and damages
which Utility Indemnified Persons may hereafter suffer, or pay by
reason of any demands, claims, suits or proceedings arising out of
claims of infringement of any domestic or foreign patent rights,
copyrights or other intellectual property, proprietary or
confidentiality rights with respect to the Solution, information,
design or process supplied or used by the SI in performing the SI’s
obligations or in any way incorporated in or related to the Project.
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If in any such suit, action, claim or proceedings, a temporary

restraint order or preliminary injunction is granted, the SI shall
make every reasonable effort, by giving a satisfactory bond or
otherwise, to secure the suspension of the injunction or restraint
order. If, in any such suit, action, claim or proceedings, the Solution
or any part thereof or comprised therein, is held to constitute an
infringement and its use is permanently enjoined, the SI shall
promptly make every reasonable effort to secure for the Utility a
license, at no cost to Utility, authorizing continued use of the
infringing work. If the SI is unable to secure such license within a
reasonable time, the SI shall, at its own expense, and without
impairing the specifications and standards, either replace the
affected work, or part, or process thereof.
11.4 SURVIVAL ON TERMINATION
11.4.1 The provisions of this Article 11 shall survive the Termination of the
Contract
(a) Survival on 11.5 DEFENCE OF CLAIMS
Termination
11.5.1 If any proceedings are brought or any claim is made against the
Utility arising out of the matters referred to in Article 11, the Utility
shall promptly give the SI a notice thereof, and the SI may at its own
(b) Defence of Claim
expense and in the Utility’s name conduct such proceedings or claim
and any negotiations for the settlement of any such proceedings or
claims.
111.5.2 If the SI fails to notify the Utility within 28 (twenty-eight) days after
receipt of such notice that it intends to conduct any such
proceedings or claim, then the Utility shall be free to conduct the
same on its own behalf.
11.5.3 The Utility shall, at the SI’s request, afford all available assistance to
the SI in conducting such proceedings or claim, and shall be
reimbursed by the SI for all reasonable expenses incurred in so
doing.
11.6 LIMITATION OF LIABILITY
11.6.1 Except in cases of gross negligence or wilful misconduct:

a) Neither Party shall be liable to the other Party for any indirect or
consequential loss or damage, loss of use, loss of production, or loss
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(c) Limitation of of profits or interest costs, provided that this exclusion shall not
Liability apply to any obligation of the SI to pay liquidated damages to the
Utility; and
b) The aggregate liability of the SI to the Utility, whether under the
Contract, in tort, or otherwise, shall not exceed the Contract Price.
Provided that this limitation shall not apply to the cost of repairing
or replacing defective equipment, or to any obligation of the SI to
indemnify the Utility with respect to infringement of any Intellectual
Property Rights.
12. Governing Laws 12.1 The Utility and the SI shall make every effort to resolve amicably any
and Settlement disagreement or dispute arising between them under or in
of Disputes connection with the Contract, by direct informal negotiation.
12.2 If the Utility and the SI fail to resolve such a dispute (the date of
commencement of the dispute shall be taken from the date when
this Article reference is quoted by either Party in a formal
communication clearly mentioning existence of dispute or as
mutually agreed) or difference by mutual consultation within 28
(twenty-eight) days from the commencement of such consultation,
either Party may require that the dispute be referred for resolution
to the formal mechanisms specified in this Article 12.
12.3 Specifically, for the resolution of disputed payments, All disputes or

differences in respect of which the decision, if any, has not become
final or binding as aforesaid in Article 12.2 shall be referred to a
dedicated Conciliation committee for RDSS, formulated by Ministry
of Power (MoP) for resolution of any disputes under the scheme.
This Conciliation Committee shall be an alternate dispute resolution
mechanism being put in the place by the MoP. The process shall be
in-line with the notification, as and when published by the MoP. If
the successful bidder is not willing to take recourse to this process
or has any reluctance in this behalf, there shall be no compulsion to
take such a recourse. This Conciliation process shall be conducted
under Part III of the Arbitration and Conciliation Act, 1996. In the
event of the conciliation proceedings being successful, the parties to
the dispute would sign the written settlement agreement and the
conciliators would authenticate the same. Such settlement
agreement would then be binding on the parties in terms of Section
73 of the Arbitration and Conciliation Act, 1996. After successful
conclusion of proceedings, the Parties to the conciliation process,
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have to undertake and complete all necessary actions for

implementation of the terms of settlement within a period of 30
days from execution of settlement agreement, unless a different
timeline not exceeding 60 days is agreed upon in settlement
agreement. All pending claims of parties, in connection with the
dispute, before any other legal forum are to be withdrawn within the
said 30 days in pursuance of the settlement agreement. In case of
failure of the conciliation process at the level of the Conciliation
Committee, the parties may withdraw from conciliation process and
take recourse to the laid down legal process of Courts. However, the
option of Arbitration would not be available once the conciliation
mechanism has been exercised. 12.4
All disputes or differences in respect of which the decision, if any,
has not become final or binding as aforesaid in Article 12.2 or if the
parties are not willing to refer the dispute to the dedicated
Conciliation committee for RDSS, then the dispute shall be settled by
arbitration in the manner hereinafter provided. The arbitration shall
be conducted by three arbitrators, one arbitrator each to be
nominated by the SI and the Utility and the third to be appointed as
the presiding arbitrator by both the arbitrators in accordance with
the Arbitration and Conciliation Act,1996. If either of the parties fails
to appoint its nominee arbitrator within 60 (sixty) days after receipt
of a notice from the other party invoking the arbitration, the
nominee arbitrator appointed by one of the party invoking the
arbitration clause shall act as the sole arbitrator to conduct the
arbitration under the Arbitration and Conciliation Act 1996, as
amended from time to time.
12.5 The arbitration shall be conducted in accordance with the provisions

of the Arbitration and Conciliation Act, 1996 or any statutory
modification thereof. The seat of arbitration shall be as specified in
SCC.
12.6 The Contract shall be governed by and interpreted in accordance with

laws of India. The Courts, specified in SCC , shall have exclusive
jurisdiction in all matters arising under this Contract.
12.7 Parties to Perform Obligations: Notwithstanding the existence of any

Dispute and difference referred to the Arbitration Tribunal as
provided in Article 12.4 and save as the Arbitration Tribunal may
otherwise direct by a final or interim order, the Parties hereto shall
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continue to perform their respective obligations (which are not in

dispute) under this Contract.
13. Change Order 13.1 Change Request/Change Order for New/Enhancements to Software
(a) Change Request/ Applications
Change Order for Another form of change may arise when the Utility discovers the need to
New/Enhancements
have enhancements in the delivered software applications and/or
to Software
Applications entirely new functional requirements in the applications (“New
Requirements”), subject to Article 13.1.5 of this Contract.
13.1.1 At any point in time the Utility may raise a Change Request to include
New Requirements in the Billing system application. This Change
Request shall include the following:
● Identification and documentation of the need for the
change
● Functional details of the change
● Information related to initiator, initiation date and
● Priority of the change
13.1.2 The SI will analyse and evaluate the Change Request to come up with
the estimate of the effort involved in terms of man-days required
(in respective skill areas) and time schedule as per agreed priority
and document the same. Utility will use the estimated effort of the
new requirements made by the SI and together with the quoted
man-month rates arrive at a cost estimate. For all technical
resources, the quoted man-month rate shall be used. Efforts of
support staff shall not be taken into consideration for this purpose.
13.1.3 Based on the agreed cost estimate, the Utility shall raise a “Change
Order”. The SI shall undertake the development of the New
Requirements only after securing express consent of the Utility. If
the consent of Utility is not received, then the change will not be
carried out. The change will be implemented in accordance to the
agreed cost, effort, and schedule by the SI and the change will be
verified by the Utility on completion of implementation.
13.1.4 If the Change Order for New Requirements agreed to herein causes
an increase or decrease in cost of, or the time required for, firm’s
performance of any provisions under the Agreement, equitable
adjustments shall be made in the Agreement Price or Delivery
Schedule, or both, and the Agreement shall accordingly be
amended. Any claims by firm for adjustment under this must be
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asserted within 30 (thirty) days from the date of SI receiving the

change order.
13.1.5 The following categories of Change Requests shall not be treated as
“New Requirements” and the SI is expected to deliver these Change
Requests as per agreed schedule without any commercial
implications.
o All bug fixes
o All upgrades of the licensed platforms
o Changes made to report templates
o New reports not exceeding [x] numbers
o Integration with national level systems like NFMS etc.
o Minor changes not requiring more than 10 man-days
● Aspects already covered under existing scope of work provided
in this Contract
13.1.6 In the case of New Requirements in Software Applications, Utility
may at any time, by a written Change Request seek changes to be
implemented within the general scope of the Agreement provided
this does not constitute unrelated work and that it is technically
practicable, taking into account both the state of advancement of
the Solution and the technical compatibility of the change
envisaged with the nature of the Solution as specified in the
Contract.
13.1.7 The Change Request/New Requirement management procedure

will follow the following steps: -
i. Identification and documentation of the need for the Change
Request/New Requirement - The information related to initiator,
initiation date and details of Change Request/New Requirement and
priority of the change/New Requirement will be documented by the
Utility.
ii. Analysis and evaluation of the Change Request/New Requirement -
Impact of the change/ new requirement in terms of the estimated
effort, changed schedule, cost and the items impacted will be analyzed
and documented by the SI.
iii. Approval or disapproval of the Change Request/New Requirement –
the Utility will approve or disapprove the Change Request/New
Requirements. Once approved the Change Request is converted into a
Change Order which is subject to the conditions laid down in Article
13.1.5.
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iv. Implementation of the change/New Requirement – The Change

Order/New Requirement will be implemented in accordance with the
agreed cost, effort, and schedule by the SI.
v. Verification of the change/New Requirement - The Change Order/New
Requirement will be verified by the Utility on implementation of the
change request.
14. Miscellaneous 14.1 WAIVER

14.1.1 Subject to Article 14.1.2, no relaxation, forbearance, delay, or
(a) Waiver indulgence by either Party in enforcing any of the terms and
conditions of the Contract or the granting of time by either Party to
the other shall prejudice, affect, or restrict the rights of that Party
under the Contract. Neither shall any waiver by either Party of any
breach of Contract operate as waiver of any subsequent or
continuing breach of Contract.
14.1.2 The waiver by either Party of a breach or default of any of the
provisions of this Contract by the other Party shall not be
interpreted as:
a) A waiver of any succeeding breach of the same or other provision,
nor shall any delay or omission on the part of the other Party to
exercise; or
b) A way to avail itself of any right, power, or privilege that it has or may
have under this contract to operate as waiver of any breach or
default by the other Party.
c) Any waiver of a Party’s rights, powers, or remedies under the
Contract must be in writing, dated, and signed by an authorized
representative of the Party granting such waiver, and must specify
the right and the extent to which it is being waived.
(b) Extension of Time 14.2 EXTENSIONS OF TIME
14.2.1 If at any time during performance of the Contract, the SI or its

subcontractors should encounter conditions impeding timely
delivery of the Goods or completion of Related Services pursuant
to this Contract, the SI shall promptly notify the Utility in writing of
the delay, its likely duration, and its cause. As soon as practicable
after receipt of the SI’s notice, the Utility shall evaluate the
situation and may at its discretion extend the SI’s time for
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performance, in which case the extension shall be ratified by the

Parties by amendment of the Contract.
14.2.2 Except in case of Force Majeure, as provided in Article 9 or where
the delay in delivery of the Goods or completion of Related Services
is caused due to any delay or default of the Utility, any extension
granted under Article 14.2.1 shall not absolve the SI from its liability
to the pay of liquidated damages pursuant to Article 7. Time will be
the essence of the Contract and no variation shall be permitted in
the delivery time/delivery schedule mentioned in the order unless
agreed by the Utility. The SI is expected to implement the systems
for the project area as per the schedule indicated in the Contract.
14.3 INSURANCE
(c) Insurance
14.3.1 The Goods supplied under the Contract shall be fully insured by the
SI against loss or damage incidental to manufacture or acquisition,
transportation, storage, and delivery.
14.3.2 The SI shall furnish to the Utility copies of certificates and policies of
the Insurances as soon as they are affected and renewed by or on
behalf Of the SI from time to time in terms of Article 14.
14.4 TRANSPORTATION
14.4.1 The SI shall at its own risk and expense transport all the SI’s
(d) Transportation
equipment to the site by the mode of transport that the SI judges
most suitable under all the circumstances.
14.4.2 Unless otherwise provided in the Contract, the SI shall be entitled to
select any safe mode of transport operated by any person to carry
the SI’s equipment.
14.4.3 The SI shall be responsible for obtaining, if necessary, approvals
from the authorities for transportation of the SI’s equipment to the
Project site. Utility shall use its best endeavours in a timely and
expeditious manner to assist the SI in obtaining such approvals, if
requested by the SI.
15. Confidential 15.1 Both SI and the Utility undertake to each other to keep confidential
Information all information (written as well as oral) concerning the business and
affairs of the other, which has been obtained or received as a result
of the discussions leading up to or the entering of the Contract.
15.2 After the entering of the Contract, the Utility and the SI shall keep
confidential and shall not, without the written consent of the other
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Party hereto, divulge to any third party any documents, data, or

other information furnished directly or indirectly by the other Party
hereto in connection with the Contract, whether such information
has been furnished prior to, during or following completion or
termination of the Contract. Notwithstanding the above, the SI may
furnish to its subcontractors such documents, data, and other
information it receives from the Utility to the extent required for
the subcontractors to perform its work under the Contract, in which
event the SI shall obtain from such subcontractors an undertaking
of confidentiality similar to that imposed on the SI under this Article
16.
15.3 The Utility shall not use such documents, data, and other information
received from the SI for any purposes unrelated to the Contract.
Similarly, the SI shall not use such documents, data, and other
information received from the Utility for any purpose other than
the design, procurement, or other work and services required for
the performance of the Contract.
15.3.1 The obligation of a Party under Articles 15.1 and 15.2 above,
however, shall not apply to information that:
a) Utility or SI need to share with the institutions participating in
the financing of the Contract;
b) now or hereafter enters the public domain through no fault of
that Party;
c) can be proven to have been possessed by that Party at the time
of disclosure and which was not previously obtained, directly or
indirectly, from the other Party; or
d) Otherwise lawfully becomes available to that Party from a third
Party that has no obligation of confidentiality.
15.3.2 The above provisions of this Article 15 shall not in any way modify
any undertaking of confidentiality given by either of the Parties
hereto prior to the date of execution of the Contract in respect of
the Supply or any part thereof.
15.3.3 Each of the Parties to this Contract, undertakes to the other to take
all such steps as shall from time to time be necessary to ensure
compliance with the provisions of the above Articles by its
employees, agents and sub-contractors.
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15.3.4 The provisions of this Article 15 survive completion or termination,

for whatever reason, of the Contract.
16. Subcontracting 16.1 The SI shall be permitted to appoint subcontractor(s) so as to

meet its obligations under the Contract with the Utility, with
intimation to the Utility, provided they ensure that any
person engaged by SI are not blacklisted by any Government
organization or regulatory agencies or Government
Undertaking as on the date of intimation to the Utility (as
defined under the Section 2 of this RFP).
16.2 SI shall engage only such sub-contractor(s) who satisfy the

eligibility requirement in terms of applicable laws including
the guidelines issued vide Order No. F/No.6/18/2019-PPD by
Ministry of Finance, Department of Expenditure, Public
Procurement Division dated 23 July 2020 and as amended
from time to time.
17. Warranty 17.1 The SI warrants that all the Goods that would be used as part
of Solution would be new, unused, and of the most recent or
current models, and that they incorporate all recent
improvements in design and materials, unless provided
otherwise in the Contract.
17.2 The SI further warrants that the Goods shall be free from
defects arising from any act or omission of the SI or arising
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from design, materials, and workmanship, under normal use

in the conditions prevailing in the country of final destination.
17.3 The warranty of the Billing system shall remain valid till expiry
of the Contract Period.
17.4 The SI shall be responsible for comprehensive maintenance of
all the equipment and systems supplied & installed under this
Contract during the Operational Period. There may be some
variation during detailed engineering. SI will have to make
their own assessment of the systems and deploy manpower
accordingly. However, it is to be ensured that specified
manpower of requisite qualification is deployed.
17.5 The maintenance of the system supplied & installed by the SI
shall be comprehensive. The SI shall be responsible for
providing all the spares as may be required. The spares shall
be maintained by the SI at no extra cost to the Utility.
17.6 The supplier/Contractor shall be responsible to replace free
of cost with no transportation and insurance expenses to the
purchaser up to the destination of material/equipment, the
whole or any part of the material, which under normal and
proper use and maintenance, proves defective in material or
workmanship within 12 months from the date it is taken over
by the purchaser or 18 months from the date of dispatch in
respect of indigenous equipment or 24 months from the date
of shipment for imported material, whichever expires earlier.
Provided the Purchaser gives prompt written notice of such
defects to the Supplier/Contractor. Such replacement shall
be affected by the Supplier/Contractor, within a reasonable
time not exceeding 6 months of the intimation of defects.
Suppliers/Contractor's responsibility arising out of supply of
material or its use whether on warranties or otherwise, shall
not in any case exceed the cost of correcting the defects or
replacing the defective part/material and upon the expiry of
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the warranty period stipulated above, all such liabilities shall

terminate.
17.7 The above provision shall equally apply to the material so
replaced/repaired by the supplier/ contractor under this
clause, in case the same is again found to be defective within
12 months of its replacement/ repair.
17.8 In case the replacement/repair of defective material is not
carried out within six months of intimation of defects, the
supplier/Contractor shall have to pay interest @ 12% per
annum on the value of each complete operational unit of
equipment beginning from the date its becoming defective
upto date of its re-commissioning after the
replacement/repair.
a) PSPCL may inspect, examine and test the equipment/material through
18. INSPECTION
its official(s) and/or through an outside agency nominated by the
AND TEST
PSPCL at the supplier’s work, during or after the manufacture of goods
prior to dispatch, on receipt of clear notice of minimum two weeks in
advance, to be reckoned from the date of receipt by the purchaser. The
supplier/Contractor shall provide all facilities as may be required to
carry out the test in accordance with approved standards free of cost.
b) On receipt of material in the stores/workshops, PSPCL shall inspect the
material at random as per provision of the Work order/contract
irrespective of the fact whether or not, it has been inspected before
dispatch. If the shortage/deviation from declared quantity
/specification is noticed, the same shall be reported immediately by the
consignee to the supplier, under intimation to all concerned. On receipt
of such intimation from consignee(s), the CE in charge of the
stores/workshops shall fix a date and time for joint verification under
intimation to the supplier & all concerned giving minimum 10 days-
time. The checking shall be carried out in the presence of firm‟s
representative at Destination Station and in case the firm‟s
representative does not happen to be present at destination on the
specified date & time so fixed, then PSPCL shall be at liberty to do joint
verification in his absence. The shortage/discrepancies so detected
shall be applied on the full lot. In case shortage/discrepancies, in
particular lot supplied to various consignees, are also noticed by
different consignees, the above procedure shall be followed for joint
verification by each and all such consignees. The maximum
shortages/discrepancies detected by any of the consignees shall be
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applied to the entire lot of material supplied to various consignees. In

case of any failure of material during random checking, PSPCL reserves
the right to reject the entire lot at the risk and cost of the supplier.
c. In case of repeated shortages/discrepancies the firm shall be liable for
suspension of business dealings/black listing. This is without prejudice
to the other rights arising/accruing to the purchaser under various
clauses of the Tender specification & Purchase Order-Cum-Contract.
19. TEST The Supplier/Contractor shall be required to furnish to the
CERTIFICATE Purchaser/consignees, wherever necessary, the following
AND documents along with consignment :-
INSTRUCTION (i)Printing Pamphlets/ Catalogues Copies
BOOK
(ii) Instruction Book Copies
(iii)Drawings Copies
(iv) Any other relevant information (to be incorporated at the time of
placing the Work Order/Contract)
In case, the goods have not been inspected/tested at the

manufacturer’s works by a representative of PSPCL, the
Supplier/Contractor shall furnish the following certificates to purchaser/
consignee along with consignment.
a) Type test certificate/ Acceptance Test Certificates
b) Routine test certificate.
The purchasing authority will get the material inspected and issue
20. FAKE
INSPECTION dispatch instructions within 20 days of the date of receipt of call offering
CALLS the material for inspection or date of readiness of material, whichever
is later. In case date of readiness is not mentioned in the offer letter,
then date of receipt of call shall be considered as date of readiness of
material. In case the inspecting officer finds on arrival at the supplier's
premises that the material less than 80% of the quantity offered in the
inspection call is ready for inspection or material of the firm is rejected
during testing/inspection, then the call shall be treated as fake call and
the firm shall be responsible to pay fake call charges @ 10% of the value
of the offered lot calculated as per P.O. rate subject to a maximum of
Rs. 30,000/- per such occasion. Besides this, a letter of warning shall be
issued and it shall be counted towards their performance for all intents
and purposes. In case multiple sizes are to be inspected against a single
inspection requisition, then the fake call charges shall be applicable on
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proportionate basis based on the WO/contract agreement value of

items which were offered by the firm for inspection.
In case of any negligence on the part of Contractor to execute the

21. NEGLIGENCE
AND DEFAULT Work-order/Contract with due diligence and expedition and to comply
with any reasonable orders, pertaining to any contravention to the
provisions of the Work-order/Contract, given in writing by the
purchaser, the purchaser may give a 21 days-notice in writing to the
Contractor to make good the failure/neglect/contravention. In the
event the Contractor fails to comply with the notice within a timeframe
considered to be reasonable by the purchaser, the business dealings
shall be suspended/ terminated with the firm by the purchaser for a
minimum period of three years or in extreme cases, the firm shall be
blacklisted forever by the purchaser.
Apart from the suspension/termination of business
dealings/blacklisting of the supplier/contractor, the purchaser shall
also forfeit the security & other pending payments of the Work Order/
Contract against which the supplier has defaulted, in addition to
PEMD/ EMD lying with the concerned organization.
The invoices along with other required documents should be
22. INVOICING
submitted in duplicate to O/o Dy. CE/IT (O&S), Room No. 402, 4th Floor,
7 Storey Building, Head Office , Patiala-147001, email- se-it-
os@pspcl.in.
Income tax and any other taxes imposed by the Govt. /Central Govt.
23. TAXES
/local bodies will be deducted from the running bills as per rules.
a.) Successful Bidder will sign a NDA with PSPCL regarding its data, tariff
24. Signing of NON
Disclosure regulation and any other information directly/indirectly given by
agreement PSPCL to vendor or acquired by vendor while executing the billing
activities and allied services.
b.) The NDA agreement shall be made in duplicate and one copy will be
retained by each party.
GOODS AND SERVICE TAX
25. GOODS AND
SERVICE TAX PSPCL is registered centrally in the state under GSTIN 03AAFCP5120Q1ZC.
a. GST, as applicable, will be paid as per prevailing provisions of GST Act
& Laws against submission of documentary proof at rate(s) prevailing
during the contracted delivery period on the basis of actual. The
following certificates shall have to be furnished along with invoice –
cum- gate pass duly signed by the authorized agent /signatory. The first
invoice should accompany the specimen signatures of the authorized
signatory duly attested by the Managing Director of the factory with a
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copy of orders regarding his appointment as authorized signatory.

i. Certified that the transaction on which the GST is claimed has
been/shall be included in the return submitted / to be submitted
to the GST Authorities and the amount claimed from the Punjab
State Power Corporation Ltd. has been / shall be paid to the GST
Authorities.
ii. Certified that the goods on which GST has been charged have
not been exempted under GST Act or rule made there under and
that the GST charged on these goods is not more than what is
payable under the provisions of relevant act.
iii. Certified that we shall indemnify the Punjab State Power
Corporation Ltd. in case, it is found, at a later stage that wrong
or incorrect payment had been received on account of GST; the
same will be refunded.
iv. Certified that we are registered dealer under the GST Act and
our Registration No. is
b. In case the GST is applicable and is required to be paid extra as
referred to Para-(i) above, the tenderer should clearly indicate HSN
code of item along with present rate (in percentage) applicable to
their company.
c. The maximum rate (in percentage) up-to which the GST may
become leviable/ payable under the prevailing Rules & Regulations
applicable to their company, should also be clearly indicated in their
tender.
d. In case the GST is applicable /payable, necessary certificate of GST
claimed/GST Gate Pass duly authenticated by the authorized
representative of GST Authorities, shall however, be furnished by
the supplier along with each consignment. The supplier should,
therefore, clearly indicate in their tender that whether such GST
Gate Passes/Certificates shall be furnished by them or not.
NOTE: The firms indicating nil or concessional rate of GST in their
tenders (if any) will have to absorb GST up to the full rate applicable
at the time of tendering.
e. FURTHER any loss due to non-availability of ITC or levy of
penalty/interest payable by PSPCL on account of non-filling of
return or non-compliance or any miss-statement given under the
provisions of GST ACT by the firms shall be recoverable from them.
f. Further GST at applicable rates on principal supply shall be payable
on Freight and Insurance.
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26. Change in Laws and 26.1 Unless otherwise specified in the Contract, if after the Bid
Regulations Submission Deadline indicated in SCC, any law, regulation,
ordinance, order or bylaw having the force of law is enacted,
promulgated, abrogated, or changed in India where the sites is
located (which shall be deemed to include any change in
interpretation or application by the competent authorities) that
subsequently affects the project delivery, then such delivery shall
be correspondingly amended, to the extent that the SI has thereby
been affected in the performance of any of its obligations under
the Contract.
26.2 The Party affected by a change in law shall give notice giving details
of the likely impact of the change in law. The Parties shall
negotiate in good faith to place the affected party at the same
economic position as if no change in law had occurred. Provided
only such change in law events which have financial impact
beyond a threshold specified in SCC, are to be considered for the
purposes of grant of relief to the affected Party.
26.3 Notification of Change In Law: If the SI is affected by a Change in

Law in accordance with Article 19.1 and wishes to claim relief for
such Change in Law under this Article 18, it shall give notice to the
Utility of such Change in Law as soon as reasonably practicable
after becoming aware of the same. Any notice served pursuant to
Articles 17 shall provide, amongst other things, precise details of
the Change in Law and its effect on the SI.
27. Severability 26.1 If any provision or condition of the Contract is prohibited or

rendered invalid or unenforceable, such prohibition, invalidity or
unenforceability shall not affect the validity or enforceability of
any other provisions and conditions of the Contract or the
Contract as a whole and the remaining provisions of the Contract
shall remain in full force and effect.
28. Language 27.1 The official language of the Contract is English. Contract as well as
all correspondence and documents relating to the Contract
exchanged by the SI and Utility, shall be written in English.
Supporting documents and printed literature that are part of the
Contract may be in another language provided they are
307
accompanied by an accurate translation of the relevant passages

in English, in which case, for purposes of interpretation of the
Contract, the English translation shall govern.
27.2 The SI shall bear all costs of translation to English and all risks of the
accuracy of such translation. The SI shall be bound to the English
translation and what has been stated therein.
29. Assignment 28.1 The SI shall not assign, in whole or in part, their obligations under
this Contract without prior permission of the Utility.
28.2 However, in case of default by the SI in debt repayments or in the

event of default by the SI as per Article 10 of Section 7, the Utility
may facilitate the Lenders to substitute the existing SI with their
nominee SI subject to the fulfilment of the qualification
requirements and provisions of the Contract and subsequently
execute an amendment to this Contract.
30. Entire Agreement 29.1 This Contract along with all its annexures, schedule and the
provisions of the RFP reflect the entire understanding of the
Parties.
29.2 No variation or modification of the terms of the Contract shall be

made except by written amendment signed by the Parties.
31. Disclaimer 30.1 Utility reserves the right to share, with any consultant of its
choosing, any resultant proposals in order to secure expert
opinion.
30.2 Utility reserves the right to accept any proposal deemed to be in

the best interest of the Utility.
32. Public Disclosure 31.1 All materials provided to Utility by the SI may be disclosed in
accordance with the provisions of applicable law including but not
limited to the Right To Information Act, 2005 (RTI), etc.
31.2 The SI’s team shall not make or permit to be made a public
announcement or media release about any aspect of this Contract
unless Utility first gives the SI its written consent.
308
33. Adherence to Safety 32.1 SI shall comply with the provision of all laws including labour laws,
Procedures, Rules, rules, regulations and notifications issued there under from time
Regulations and to time. All safety and labour laws enforced by statutory agencies
Restriction
and by Utility shall be applicable in the performance of this
Contract and SI’s team shall abide by these laws.
32.2 Access to the Utility’s locations shall be strictly restricted. No access

to any person except the designated personnel belonging to the
SI who are genuinely required for execution of work or for carrying
out management/maintenance who have been explicitly
authorized by Utility shall be allowed entry to the Utility’s
locations. Even if allowed, access shall be restricted to the
pertaining equipment of Utility only. The SI shall maintain a log of
all such activities.
32.3 The SI shall take all measures necessary or proper to protect the
personnel, work and facilities and shall observe all reasonable
safety rules and instructions. SI’s team shall adhere to all security
requirement/regulations of Utility during the execution of the
work. Utility’s employees and associates also shall comply with
safety procedures/policy.
32.4 The SI shall report as soon as possible any evidence, which may
indicate or is likely to lead to an abnormal or dangerous situation
and shall take all necessary emergency control steps to avoid such
abnormal situations.
32.5 Utility will be indemnified for all the situations mentioned in this
Article in the similar way as defined in Article 11.
34. Non- Solicitation of 33.1 The Articles of this contract, which by nature are intended to
Staff survive termination of this Contract, shall remain in effect after
such termination
35. Survival 34.1 The Articles of this contract, which by nature are intended to survive
termination of this Contract, shall remain in effect after such
termination.
34.2 In the event SI is a consortium and a Party proposes to cease to be

a member of the Consortium it shall send a notice to the Utility
and all other members of the Consortium. In the event no
309
objection is received from the Utility and/ or other Consortium

Member within 15 days of the receipt of notice, the Consortium
Member shall be entitled to leave the Project after giving a
notice of 7 days.
34.3 Notwithstanding that exit of any member of the consortium, the

Lead Consortium Member shall be responsible for development
of the Project and compliance with the terms and conditions of
this SI Contract.
34.4 In the event Lead Consortium Member proposes to bring in a new
entity for implementation of the Project, such new entity shall
execute a deed of adherence stating that it shall comply with the
provisions of the Consortium Agreement and the SI Contract. Also,
the new entity, as on date of replacement shall, satisfy the
qualification requirements as mentioned in section 3: Eligibility
and Qualification requirements.
36.1 All notices to be given under this Contract shall be in writing and in
36. Notices
the English language.
36.2 A Notice shall be effective when delivered or on the notice effective
date, whichever is later.
36.3 All notices must be delivered personally, by registered or certified
mail or by facsimile transmission or email.
36.4 All notices shall be effective:
a) If sent by facsimile transmission or email, when sent (on
receipt of confirmation of the correct number or address);
b) If sent by registered post or certified mail, within 5 (five) days
of dispatch;
c) If delivered personally, on receipt by intended recipient,
provided that all notices given by facsimile transmission shall
be confirmed by registered or certified mail.
36.5 Each party shall forthwith notify the other party of any change in
its address to which notices under this Contract are to be
delivered, mailed or facsimiled.
After opening of price bid, RA shall be carried out on the lowest Gross
37. REVERSE
AUCTIONING (RA) Total and the following procedure and terms & conditions shall be
applicable for RA:-
· In case the no. of bidders are more than 3, the H1(Highest) bidder
shall not be eligible to participate in further process of the tender
and his tender shall be rejected.
· All the Bidders shall be assigned a unique user name and password
by e- tendering agency of PSPCL. Bidders are advised to change the
password after the receipt of initial password from PSPCL to ensure
310
confidentiality. All bids made from Login IDs assigned to bidders shall
be deemed to have been made by bidders/bidders’ company/
bidders' authorized representatives.
· Bidders shall be required to submit their acceptance to the
stipulated terms and conditions before participating in the R.A.
· Online Reverse Auction shall be conducted by PSPCL on pre–
specified date and time for duration of 1 Hour. The bidders may
quote the bids from their own offices /place of their choice. Internet
connectivity is to be ensured by bidders themselves.
· All bidders are required to submit their price bid along with
submission of Techno-commercial bid as per schedule. Only those
bidders who submit their original bids within the scheduled time and
who are considered technically and commercially eligible, shall be
eligible to participate in RA process.
· The ‘Opening Price’ i.e. start price for RA shall be decided by PSPCL.
Bid Decrement shall be 0.1% of L-1 Bid Price obtained against a
particular tender enquiry upon the opening of Price Bid of tender.
· Bidders shall be able to view the following on their screen along with
the necessary fields during Online Reverse Auction:-
a)Start Price
b) Decrement Value
c)
Rank of the bidder
d) Current Bid value of the Bidder (Total Bid Price)
e) Best bid in the Auction (Current L1price)
f)Next Valid Bid (Total Bid Prices to be quoted in order to
become L1)
g) Minimum Bid Price (Bidder to enter his minimum Bid
Price here)
· Bidder may become 'L1 Bidder' by offering a price equal to or lower
than the 'Next Valid Bid” and this shall continue as an iterative
process.
· Auction Extension Time : If a valid bid is placed within 5 minutes
of End Time of the RA, then Reverse Auction duration shall get
311
automatically extended for another 5 minutes from the existing

end time. It may be noted that the auto extension will take place
if a valid Bid comes in those last five minutes. If a bid does not get
accepted as the lowest Bid, the auto–extension will not take place
even if the bid might have come in last five minutes. The above
process shall continue till no valid bid is received in last 5 minutes
which shall mark the completion of reverse auction. The bidders
are advised not to wait till the last moment to enter their bid so as
to avoid complications related to internet connectivity, network
problems, system crash down, Power failure etc. No request for
extension in time period of RA due to any of the above reasons
shall be entertained by PSPCL.
· If no bid is received within the specified time duration of the online
RA, then PSPCL shall reserve the rights to scrap the online RA
process and proceed with the L-1 Bid Price received through e-
tendering for further processing.
· After completion of online Reverse Auction, the Closing Price (CP)
shall be considered as L1 rate for further processing including
negotiations (if required). Based on the final price quoted by
bidders, the successful bidders shall be required to submit
summary of Final Price in prescribed format (Summary of Final
Price-Reverse auction, Uploaded by PSPCL in Excel Sheet) within 2
working days of conclusion of the RA. In case a bidder fails to
submit the above Summary, then it may lead to cancellation of bid
and call for action against the bidder which may include forfeiture
of EMD/PEMD and suspension of business dealings etc.
· PSPCL shall reserve the rights to cancel/reschedule the RA
process/ tender at any time, with due intimation to all concerned,
without assigning any reason.
312
· Other terms and conditions shall be as per bidder’s Techno-

Commercial offers and as per PSPCL's bidding documents and
other up to date correspondence (if any).
Deleted
38. Advance Payment
security (Optional)]
313
B. Special Conditions of Contract
GCC
Amendments of, and Supplements to, Clauses in the
Article/
General Conditions of Contract
Clause
4.1.1 <180 Cr>
5.1 Rs 20,00,000
6.1 [2% of the Contract Price for every month of delay capped at 10%]
10.5.3 (a) [60] %
10.5.3 (b) [100] %
10.5.3 (c) i [60] %
10.5.3 (c) ii [100] %
10.5.4 (a) [10.5] %
12.5 Punjab
12.6 Chandigarh
18.1
18.2
314
Appendix A – Project Requirements (Billing System Requirements and Service Level

Agreement)
[This Appendix shall include Section 6 of the RFP Document including all amendments/
clarification etc. thereto]
Appendix B – FMS Charges
[This Appendix shall include Bill of Material given in Section 5 of the RFP Document and the
charges agreed thereof]
Dy. CE/IT (O&S), Room No. 402, 4th Floor, 7 Storey Building, Head Office , Patiala-
147001, email- se-it-os@pspcl.in.
315
Section 8. Contract Related Forms

Form
Document
No.
1 Performance Security as per the format prescribed in Form 1
2 Letter of Award as per the format prescribed in Form 2
3 Format for Bank Guarantee for Advance payment in Form 3 (Optional)

316
Form 1: Format of Performance Security

[To be on non-judicial stamp paper of Rupees One Hundred Only (INR 100/-) or appropriate value as
per Stamp Act relevant to place of execution, duly signed on each page.]
Reference No. ……………. Bank Guarantee No. ……….…. Dated: …………….
To:
[Utility]
[Address]
Dear Sir/ Madam,
WHEREAS……………. [Insert name of the Sole Bidder/ Lead Consortium Member] with address
……………. [Insert address of the Sole Bidder/ Lead Consortium Member] having its registered office
at ……………. [Insert address of the Sole Bidder/ Lead Consortium Member] (hereinafter, the
“Contractor”), subsequent to participation in Tender No. [Tender Details] (the “RFP”) issued by [Utility]
(hereinafter, the “Beneficiary”) for Appointment of SI for Implementation of Single Billing System
under SaaS Model, have been issued the Letter of Award as the Selected Bidder. The Selected Bidder
was required to incorporate the SI. Further the SI was required to furnish a Performance Security in the
form of a Bank Guarantee
And WHEREAS a Bank Guarantee for Rupees ……………. [Insert amount in words equivalent]
(…………….) [Insert amount in figures] valid till……………. [Insert Contract Period] is required to
be submitted by the SI as per the terms and conditions of the RFP.
We,…………….[Insert name of the Bank and address of the Branch giving the Bank Guarantee] having
our registered office at …………….[Insert address of the registered office of the Bank] hereby give this
Bank Guarantee No. …………….[Insert Bank Guarantee number] dated …………….[Insert the date
of the Bank Guarantee], and hereby agree unequivocally and unconditionally to pay immediately on
demand in writing from the Beneficiary any officer authorized by it in this behalf any amount not
exceeding Rupees ……………. [Insert amount in words] (…………….) [Insert amount in figures] to
the said Beneficiary on behalf of the Contractor.
We ……………. [Insert name of the Bank] also agree that non-performance, delayed performance or
violation of any of the terms and conditions of the contract by SI would constitute a default on the part
of the Bidder and that this Bank Guarantee is liable to be invoked and encashed within its validity by
the Beneficiary in case of any occurrence of a default on the part of the SI or the Selected Bidder and
that the encashed amount is liable to be forfeited by the Beneficiary.
This agreement shall be valid and binding on this Bank up to and inclusive of ……………. [Insert the
date of validity of the Bank] and shall not be terminable by notice or by Guarantor change in the
317
constitution of the Bank or the firm of the Bidder Or by any reason whatsoever and our liability
hereunder shall not be impaired or discharged by any extension of time or variations or alternations
made, given, conceded with or without our knowledge or consent by or between the Bidder and the
Beneficiary.
NOTWITHSTANDING anything contained hereinbefore, our liability under this guarantee is restricted
to Rupees .......... [Insert amount in words equivalent]. Our Guarantee shall remain in force till
……………. [Insert the contract period]. Unless demands or claims under this Bank Guarantee are
made to us in writing on or before……………. [Insert contract period], all rights of the Beneficiary
under this Bank Guarantee shall be forfeited, and we shall be released and discharged from all liabilities
there under.
[Insert signature of the Bank’s
Authorized Signatory]
[Insert the address of the Bank with complete

postal branch code, telephone and fax numbers,
and official round seal of the Bank]
Attested:
……………………………. [Signature] (Notary Public)
Place: …………………………. Date: …………………………….
_________________________________________________________________________
INSTRUCTIONS FOR SUBMITTING BANK GUARANTEE

1. Bank Guarantee to be executed on non-judicial stamp paper of appropriate value as per Stamp Act
relevant to place of execution.
2. The Bank Guarantee by Bidder shall be given from the Scheduled Commercial Banks.
318
Form 2: Format of Letter of Award

Sub: Bid for Appointment of SI for Implementation of Single Billing System under SaaS Model
REF: - 1. Request for Proposal for selection of SI dated [•] (“RFP”)

2. Your proposal dated [•] (“Proposal”)
3. Your clarification [•]
Dear Sir,
1. This is in reference to your Proposal in relation to the RFP.
2. Pursuant to the evaluations of the Bid, your bid has been found to be most suited.
3. A draft of the SI Contract was provided to you along with the RFP. Please note that there shall
be no change whatsoever in the terms and conditions as set out in the draft Contract.
4. Please note that in the event of failure to comply with any terms and conditions of this Letter of
Award, the entire Bid Security may be forfeited.
5. Any further correspondence in connection with the Project should be addressed to the [insert
details of the appropriate authority •]” with a copy to Chairman/ Managing Director, till further
instructions are issued.
6. The terms and conditions as set out in this Letter of Award shall stand valid until execution of
the SI Contract.
7. Please acknowledge the receipt and return the duplicate copy of this Letter of Award after
signing and stamping it in all the pages to the undersigned as a token of acceptance.
Thanking You
Yours truly
[insert details of the Utility]
Reference No. ……………. Bank Guarantee No. ……….…. Dated: …………….

319
Form 3: Format of Bank Guarantee for Advance payment (Optional)
Bank Guarantee No. …………………… Date...................
Contract No.....................................
…………..[Name of Contract]…………………….
To: [Name and address of the Employer]
Dear Ladies and/or Gentlemen,
We refer to the Contract ("the Contract") signed on ..............(insert date of the Contract) …...... between
you and M/s ................. (Name of Contractor) .................., having its Principal place of business at
……….... (Address of Contractor) ............................... and Registered Office at ……….... (Registered
address of Contractor) ........................................................................................ ("the Contractor")
concerning …….................…... (Indicate brief scope of work) ............................... for the complete
execution of the …… (insert name of Package along with name of the Project).……...
Whereas, in accordance with the terms of the said Contract, the Employer has agreed to pay or cause to
be paid to the Contractor an Advance Payment in the amount of ………….(Amount in figures and
words)……………
By this letter we, the undersigned, ………(insert name & address of the issuing bank) ………, a Bank
(which expression shall include its successors, administrators, executors and assigns) organized under
the laws of .................................... and having its Registered/Head Office at …..…….(insert address of
registered office of the bank)……..... do hereby irrevocably guarantee repayment of the said amounts
upon the first demand of the Employer without cavil or argument in the event that the Contractor fails
to commence or fulfill its obligations under the terms of the said Contract, and in the event of such
failure, refuses to repay all or part (as the case may be) of the said advance payment to the Employer.
Provided always that the Bank's obligation shall be limited to an amount equal to the outstanding balance
of the advance payment, taking into account such amounts, which have been repaid by the Contractor
from time to time in accordance with the terms of payment of the said Contract as evidenced by
appropriate payment certificates.
This Guarantee shall remain in full force from the date upon which the said advance payment is received
by the Contractor upto thirty (30) days beyond the date on which the entire advance so advanced along
with the interest if any due thereon has been fully adjusted in terms of the Contract i.e., up to of thirty
(30) days beyond the date of Completion of the Facilities under the Contract. This Guarantee may be
320
extended from time to time, as may be desired by M/s. ………………………… on whose behalf this
Guarantee has been issued.
Any claims to be made under this Guarantee must be received by the Bank during its period of validity,
i.e. up to thirty (30) days beyond the date of Completion of the Facilities by the Employer i.e. up to and
inclusive of ……………. (dd/mm/yy).
For and on behalf of the Bank
[Signature of the authorised signatory(ies)]
Signature_______________________
Name_______________________
Designation_______________________
POA Number_______________________
Contact Number(s): Tel._____________Mobile______________
Fax Number_______________________
email ____________________________
Common Seal of the Bank______________________

Witness:
Signature_______________________
Name_______________________
Address______________________________
Contact Number(s): Tel.______________Mobile______________
email ____________________________
Note:
321
1. For the purpose of executing the Bank Guarantee, the non-judicial stamp papers of appropriate
value shall be purchased in the name of Bank who issues the ‘Bank Guarantee’.
2. The Bank Guarantee shall be signed on all the pages by the Bank Authorities indicating their
POA nos. and should invariably be witnessed.
3. The Bank Guarantee should be in accordance with the proforma as provided. However, in case
the issuing bank insists for additional paragraph for limitation of liability, the following may be
added at the end of the proforma of the Bank Guarantee [i.e., end paragraph of the Bank
Guarantee preceding the signature(s) of the issuing authority(ies) of the Bank Guarantee]:
Quote
“Notwithstanding anything contained herein:
1. Our liability under this Bank Guarantee shall not exceed _________ (value in figures)
____________ [_____________________ (value in words) ____________].
2. This Bank Guarantee shall be valid up to ________ (validity date) __________.
3. We are liable to pay the guaranteed amount or any part thereof under this Bank
Guarantee only & only if we receive a written claim or demand on or before ________
(validity date) __________.”
Unquote
322
Section 9. Additional Requirements
ADDITIONAL REQUIREMENTS/TERMS & CONDITIONS OF PSPCL
1. Hardware to be included:
a. There are approx 483 no subdivisions where work related to consumer data
maintenance, billing generation and other activities are being carried out. Approx.
246 no. S/ds falls under SAP billing and remaining 237 no. are under NON SAP
area.
b. SAP based S/ds are having higher no. of hardware i.e desktop, printers & UPS
whereas non sap S/ds having fewer hardware as system is manual advice based.
c. As per present status in SAP following requirement of hardware is required for
successful working of proposed billing solution:
Sr Post Hardware required (Set of

no. PC+Printer+UPS)
1 AE/AEE 01
2 JE/AAE 02
3 Revenue Accountant 01
4 Consumer clerk 01 (scanner)
5 Clerk-LDC/UDC 01 (scanner)
6 Cashier 02 (printer dot matrix)
Total 06 PC set + 2 scanners high speed

d. Based on above a total requirement of 483 no. Subdivisions comes to be 483*6=
2898 . The total requirement is as under:
Approx requirement
Desk top 1442
Printer 2180
UPS 1924
Dot Matrix printers for cash counters 250
High speed scanners (cc and ledger
keeper) 500
e. Firm would be fully responsible for AMC/ATC, required licenses on the system
provided by them for entire contract period.
f. Present old hardware would be maintained by PSPCL.
323
Annexure-A1
Minimum Technical specifications of Field Hardware
These specifications are bare minimum if successful implementation demands higher

specification firm have to provide the same without any financial implication.
I. Desktop PC (Tower Type)
1. CPU Intel Core i3(10th Generation or higher) / equivalent AMD Ryzen 3
with Minimum Quad Core Processor and Base frequency of at least
3.6 GHz
2. Chipset Intel Q Series / Intel Business Series / AMD Business Series Chipset
Motherboard along with OEM Logo Embossed on it.
3. Memory 8 GB DDR4 RAM un-soldered with 2 DIMM Slots expandable upto
64 GB
4. Hard Disk Drive 512 GB SSD
5. Display 19.5 inch or higher, HD (1600 x 900 resolution or more) Anti-glare,
LED backlight Monitor, TCO-05 certified/ EPA Energy Star 5.0 or
higher
6. Keyboard Wired Standard QWERTY Key Board with 104 keys or higher
7. Mouse Wired Optical Three button with scroll wheel
8. Ports Minimum 4 USB ports(at least 1 x USB 3.1 and at least 1x USB 2.0
and at least 2 Front Ports), 1xHDMI / 1xDP, 1 Headphone/
Microphone
9 Networking Facility 10/100/1000 on board integrated Network Port
10 Manageability & i) Plug & Play

Standards ii) Power Management features ACPI 1.0 / Energy Efficient Power
Supply
11 Manageability a) Tools for asset tracking/resource monitoring including serial
Features number, manufacturer name & model, CPU, memory, monitor, HDD
with details of NIC, OS etc to be provided by OEM.
b) OEM health monitoring/diagnostic tools
c) Monitoring for the Hard Disk
12. Security Features Boot Sequence control, Power on password, Setup password
13. Operating System OEM Factory installed Microsoft Windows 10 Professional 64-
bit(Upgradable to Windows 11 Professional 64-bit) with Certificate of
Authenticity.
14. Certifications and ISO 9001:2000, ISO 14001:2004 or higher for OEM manufacturing,
Compliance’s Microsoft Windows certification and EPEAT / Energy Star
Compliance, ROHS
15. Internet Security In-built with 5 year support.
16. Warranty 5 Years Onsite from OEM (should be updated on OEM Website)
324
II. Multi-Function Laser Printers

1. Print Speed 16 ppm / ipm or Higher after 1st page print out
2. Print Resolution Up to 600 x 600 dpi ( black )
3. Duty Cycle Minimum 8000 pages per month
4. Paper Tray 100-sheet Input tray supporting A4, A5,
B5,B6,A6,DL,LGL,LTR,EXE, Paper (plain, laser), envelopes,
transparencies, labels, 100 sheet output bin,
5. Client operating Microsoft Windows XP, Windows Vista, Windows 7/8/8.1/10/11 (both
systems 32 &64-bit),Mac, Linux & its variants
6. Power AC 220 - 240V (±10%), 50 / 60Hz (±2Hz)
7. Scanner Type Flatbed
8. Save Scan documents to PDF file and JPEG image
Functions/features
9. Optical Scanning 600 x 600 dpi
Resolution
10. Copy Speed (black, 16 cpm or higher
normal quality, A4)
11. Copy Resolution 600 x 600 dpi
Mono
12. Toner Composite and without chip with minimum initial toner capacity of
1500 pages / High Capacity Ink Bottle with 6000 pages yield per
bottle.
13. Warranty Three Years Onsite from OEM
14 Ink Type Pigment Ink
15 Printing Feature Duplex, ADF (Auto document Feeder)
IV. Dot Matrix Printer

1. Speed 400 CPS or higher
2. No. of Pins 24 Pin, Letter Quality
3. Columns 136 or higher
4. Print Head Life 200 million characters
Minimum 10 million characters with ink bank / Minimum 8 million
5. Ribbon Life characters without ink bank
6. Interfaces USB with Printer Cable
7. Make & Model To be indicated by bidder
Vendor to provide drivers for supporting all the required OS esp.
OS Support
8. Windows and Linux
9. Warranty 3 years Onsite including Printer Head
III. UPS
1. Capacity 600 VA Line Interactive
2. Backup time Min. 15 Minutes
3. Input 145V-290V AC
4. Output 230V ± 10%, 50±1 Hz single phase in UPS mode
325
5. Battery Bank 12V / 7Ah x 1(SMF Battery) or higher

6. Certifications and ISO 9001:2000, ISO 14001 : 2004 or higher for OEM manufacturing
Compliance’s
7. Protection Overload, discharge & overcharge protection
8. Operating Environment 0-40 Deg. Celsius
9. Storage Temperature 0 Deg. Celsius to 50 Deg. Celsius
10. Humidity 0-90% RH @ 0-40 Deg. Celsius(non-condensing)
11. Noise Level Less than 40 dB
12. Warranty 2 Years Onsite Including Battery from OEM
326
Annexure-A2
TECHNICAL SPECIFICATIONS FOR FURNITURE
The Make/Model of the following items shall be in accordance with that quoted in your
quotation, which are as follows:-
i. Computer Table-C9: The material specifications of table are as follows:
Sr. No. Description
1 Table Top: 35 kg
2 Shelf: 12.5 Kg
3 Number of Cartons: I
4 Carton Specs: 5 ply, 180 gsm, 24 BS
5 Carton size ( each carton): TS 955*545*120
6 Raw material (Specs of Lamination & Thickness): 18mm thick pre lam particle board
(top) and 15 mm thick pre lam particle board
7 Metal parts: Slide Ebco B/m 350mm I set
8 Castors, Shelf support, SCK screw, PVC inserts
9 Construction: Knock Down Fitting
10 Size = 900 (L) * 500 (W) * 748 (H) in mm.
ii. Computer Chair- Diva Revolving Low Back Fixed Loop Arms (PCH 7042-R
Diva). : The material specifications of chair are as follows:
Sr. No. Description
1 a) SEAT/BACK ASSEMBLY: The seat made from 1.2+/-0.1 cm thick hot pressed
plywood measured as per QA method described in OCP-QLTA-P14-18 and back
is injection moulded form black Co-polymer Polypropylene upholstered with
fabric and moulded Polyurethane foam together with seat & back covers. The
back foam is designed with contoured lumbar support for extra comfort.
b) BACK SIZE : 39.0 cm 9 (W) * 3.80 cm (H)
c) SEAT SIZE : 45.0 cm (W) * 42.0 cm (D)
2 SEAT/BACK COVERS : The seat and back covers are injection moulded in black Co-Polymer
Polypropylene.
3 ARMREST AASSEMBLY: The one-piece armrests are injection moulded from black Nylon. The
armrests are fitted to the seat with armrest connection brackets made of 0.5+/- 0.05 cm, thk. HR
steel.
4 PERMANENT CONTRACT MECHANISM: The permanent contact mechanism is designed with the
following features:
a. 360 degree revolving type.
b. 14degree +/- 2 degree maximum back-tilt only.
c. Upright position locking.
d. Tilt tension adjustment.
5 PNEUMATIC HEIGHT ADJUSTMENT: The pneumatic height adjustment has an adjustment stoke of
11.0 +/- 0.3 cm.
6 PEDESTAL ASSEMBLY : The pedestal is injection moulded in black 30% glass-filled Nylon and fitted
with 5 nos. twin wheel castors. The pedestal is 62.0 +/- 0.5cm, pitch-centre dia (72.0 +/- 1.0 cm
with castors.
7 TWIN WHEEL CASTORS : The twin wheel castors are injection moulded in Black Nylon.
327
Additional Module-
1. GIS Information System:
Sr. GIS Specifications
No.
Geographic Information System solution consists of a system for capturing, storing, checking, integrating,
modification, analysing and displaying geo data related to positions on the Earth's surface and data related
1 to attributes of the entities/Customers in a utility area. It pertains to both vector and raster GIS.
The GIS product shall have an industry standard Data Model and shall be Common Information Model (CIM)
2
compliant. Standard adaptors to export the data in CIM model should be available off the shelf.
Geographic Information System solution shall support modeling of High voltage, Medium voltage and Low
voltage distribution network and associated assets including Generators, HV lines, HV Transformers, MV
lines (OH & UG cables), Poles, Primary Substations, LV lines (OH, ABC & UG cables, 1 Phase, 2 Phase & 3
3 Phase), Switchgears, Auto-Reclosers, Load Break Switches, DDLO’s, Distribution Transformers, LV fuses,
Retail & Bulk customers, RMU, IED, FPIs etc using appropriate GPS coordinate system.
Existing GIS data as available with PSPCL will be shared with the solution provider which shall be migrated
4
to the proposed GIS solution.
Bidder will propose to follow the three-stage database modeling process involving Conceptual, Logical and
Physical data models. The finalization of the data model would be performed as part of SRS jointly with
Discom. To design the Data model, Bidder will develop conceptual model to assemble a high-level abstract
5 representation of the GIS layers and to identify basic relationship between data entities by grouping of
simple features into categories or thematic groups. Standard five key elements of Geo database design
Logical model will be developed further to visualize clearly data relationships, shapes and business
attributes and finally Physical model will be prepared which will constitute complete details, defined
schema design and specifically defines attributes and their characteristics like Relationships, Subtypes,
6 Domains, Topology Rules, data dictionary, primary keys for each feature class. Fine-tuning of these models
will be performed until all the data requirements are fulfilled.
This shall enable creation of GIS base application geo-database, which shall provide interfaces to the
7 business process applications presently operational in the utility and to future business applications
planned to be implemented by the utility.
Shall support structured export of connected network in CIM/XML format for one-time initial load as well
8 as incremental changes. Shall also support structured publishing of proposed network changes with
SCADA/DMS/OMS system.
The GIS Enterprise software package with latest version, and spatial database engine with industry proven
database specifically for maintaining spatial networks and long transaction spatial handling scaling up to
9 very large numbers of users and terabytes of data with latest version supplied. The system shall have to be
Open GIS consortium (OGC) registered compliant product time tested, widely deployed at multiple utilities
worldwide.
The system shall provide support in the form of a documented interface specification (API) to allow
10
software - based functionality
11 The system should have functionality to Zoom; PAN the display across the screen.
328
The system shall generate colour graphic displays of the system network which can be zoomed in / out.
This shall represent each of the elements in the electrical system with suitable differing colours for the
12 elements. The color-coding will be based on the rated voltage, Percentage of voltage at each bus,
Percentage of loading of section, Symbols or any other chosen parameters by user.
Dynamic selection of attributes: User should be able to dynamically select one or more of the attributes of
13 an object, to be displayed as label of the object. This can be for viewing, plotting and printing purposes.
14 System should be able to perform move, copy, rotate, mirror and offset.
15 System should specify the real time measurement / length while drawing the lines.
Ability to report the lengths of conductors and the associated cost of the conductor (if available from
16
associated compatible units.
The graphic user interface shall have a modular structure with main menus and sub-menus that allow users
17 to dynamically configure their own user interface to required level.
It shall be possible to view the system elements such as Customer location etc on, mapping and indexing
work. It shall be dynamically possible to switch from one mode of view to the other by use of a pointing
18 device. It shall be possible to view the physical system details in the background of the area maps created.
The application should have facility of cluttering and decluttering. The process of showing more details as
19 users zooms in is called cluttering and process of hiding details as user zooms out is called decluttering.
The software shall be able to check the electrical network line continuity for the power flow through
graphical and non- graphical data as listed below: The electrical line tracing till the end of the line by
20 considering the switch positions on the line. The line will have to be highlighted after the tracing.
Should provide a collection of tools for managing, modeling, and editing facility and land base data in an
21
enterprise system.
Should have configurable tools such as.
● Support electric feeder/circuit creation and configuration
● Support to industry standard utility data models
22 ● Support various types of electric feeder Traces (upstream, downstream, protective device etc.).
● Network trace shall be configurable – By Voltage Class (HV, MV, LV), phase, circuit,
upstream/downstream, etc.
Should support for Standard distribution operations such as Phase Change/Phase propagation,
Replacement or Addition of Conductor, Rotation of phasing information, updating flow directions, updating
23 voltages etc.
Should have out of the box tracing tools for the Electric utility:
• Find Downstream features
24 • Find Upstream features
• Protective device trace and options
It should have out of box tools to store stored items and can update attribute in a mass manner.
25
26 Database extraction tools for importing and exporting network data.
27 Audit trail of changes made with details
329
System shall support effective management of asset lifecycle status. The current network shall include
28 equipment that already exists in the field, and the future network shall include new network proposed in
the design, together with the currently existing network.
To support the business processes that involve planning, design, maintenance and retirement of facilities,
conducting and structure objects in the data model shall have a Lifecycle status attribute which determines
29 whether the object is considered to belong in the current or future state of the network, or both.
Report Generation Tools. A business user shall be able to connect to proposed GIS, other standard GIS
30 databases as well as other enterprise system databases (Oracle, SQ Server) and flat file databases like excel,
csv etc. without any data extraction or loading
Features should support file attachments, which should provide a flexible way to store additional
information in any format related to your features. For example, if you have a feature representing a
31
building, you could use attachments to add multiple photographs of the building taken from several angles,
along with PDF files containing the building's deed and tax information
Multiple geometries per object to support multiple representations of same object, e.g. on geographic
32
maps or schematic diagrams
System to support plotting functionalities including template creation for standard layouts and output the
33 plot to PDF. Plot Series creation for creating map books and job sheets is also required
The system shall support to quickly generate plots for the Construction Pack provides tools to create
34
construction plots and manage these and other related documents.
The system shall support users to add content to layout document pages. The content could be:
● Text annotation: users can add free text or they can add predefined annotations to database
objects shown in the viewport
● Lines, arrows and symbols
35 ● Images
● Additional Views
● Stencils
36 Snap to vertex, endpoint, midpoint, or along the edge of features & layer wise snapping
37 On-the-fly dynamic joins between different databases
Create statistics & various statistical operations, viz. create charts and reports, and Sort tables by multiple
38
attributes, populate values based on expression, Summarize data.
39 Should be able to plot data on the map directly from the tables.
40 Software should support Display graphs, charts and calculated values
Tool should have simplified view of the network for better operations management and faster decision
41
making.
42 Tool should Check network connectivity
GIS solution shall be an integrated GIS product to deliver value beyond just asset data tracking. GIS Software
should be compatible to be integrated with enterprise systems such as AMI, Mobile work Force
43 Management, SCADA, DMS, OMS, ERP, Online billing System or any other system to be used by utility in
future with standard interface specified.
44 Data analytical dashboards / reports

A mobile based survey App must be provided by the bidder for surveying various assets falling under an
45 electrical network as follows:
● 132/11, 66/33, 66/11, 33/11 KV Substations.
330
● HT (66,33,11 KV) overhead lines/underground cables alongwith associated line equipment such as
Poles, RMUs, Distribution Transformers, Capacitors, Lightening Arrestors etc.
● LT overhead lines/underground cables along with associated equipment such as poles, feeder
pillar boxes etc.
● The surveyed Data format must have the feasibility to be uploaded easily in the system.
46 Well documented User manuals must be supplied at the time of implementation of the proposed solution.
47 Onsite hands on training for 6 months
48 Complete management of spatial database (GIS database) including compression, backups,
troubleshooting, patch management etc. shall be in the scope of the solution provider.
2. METER TESTING APP:

Meter Test report App would Facilitate to record the Meter Test Reports on the
mobile App. It should have the following features:
a. App should have level wise logins for testing officers i.e., Sub-Division, Division, Circle
b. It should have three Joint Inspection Report (JIR) testing formats.
c. Should be able to record all the parameters required to create MTR report.
d. It should have the feature to download the reports in PDF format so that same can be
shared to consumer at site using mail/WhatsApp etc.
e. It should record the GPS points of Meter Test Location.
f. Available Master details of consumer and meter to captured from billing system
automatically.
g. It should auto fetch the details of last testing if JIR is filled earlier using this App.
h. It should have the option to capture/upload site photos.
i. It should have feature to capture digital signatures of consumer/testing officer.
j. Testing reports as prescribed by DISCOM should be available of Concerned
Officer/Subdivision Billing module logins.
3. VIGILANCE MOBILE APP AND WEB APPLICATION.

a) App should have level wise logins for testing officers i.e. Sub-Division, Division, Circle.
b) App To allow to register the Vigilance Clearance Report (VCR) online.
c) Available Master details of consumer and meter to captured from billing system
automatically.
d) It should record the GPS points of Vigilance Location.
e) It should generate unique case identification number on Successful submission of load
details/ in case of mob opposition unique case identification number shall be generated
without load details and load details of such cases can be filled using WEB module later.
f) It should have the option to capture site photos and videos.
g) It should have the option to upload the photo of seizure memo/manually filled VCR if any.
h) It should have feature to capture digital signatures of consumer/checking officer.
331
i) Cases registered through app to be made available on web module for calculation
assessment part.
j) Should have provision to generate prescribed notices/ VCR format from web module.
k) Should have the proper tracing of cases from case registration till final conclusion.
l) Should have the reporting features as prescribed by DISCOM.
332
Annex-B
TOTAL NUMBER OF NON-SAP CONSUMERS

Non
Domestic
CATEGORY Status updated upto Residential TOTAL CONSUMERS
Consumers
Consumers
DS/NRS Below 10
kw Cycle 6 /2022-23 2908479 248994 3157473
GC/GT Cycle 1 /2023-24 6699 13713 20412
SOLAR Cycle 1 /2023-24 9450 673 10123
PL Cycle 1 /2023-24 398
SP Cycle 1 /2023-24 31862
MS Cycle 1 /2023-24 5259
TEMPORARY Cycle 1 /2023-24 27148
TOTAL 2924628 263380 3252675
TOTAL NUMBER OF SAP CONSUMERS

ZONE TOTAL_CONSUMERS
Border 930611
Central 875843
North 1150082
South 1211824
West 1084743
TOTAL 5253103
TOTAL NUMBER OF AP CONSUMERS
NON-SAP
SAP
AP Consumers 149195 1264847 1414042

TOTAL CONSUMERS = (3252675+5253103+1414042) 99,19,820
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Address for Communication including Contact details:

Address details of issuing

Document downloading start date 20-05-2023 after 09:00 A.M.

Dy. CE/ IT (O&S),

CHECK LIST OF DOCUMENTS CONSISTING OF TENDER/OFFER

Request for Proposal

Appointment of System Integrator (SI) for

Section 1: Request for Proposals (RFP) Notice

Section 2: Eligibility and Qualification Requirements

Section 3: Instructions to Bidders and Bid Data Sheet

Section 5: Bidding Forms - Financial Proposal

Section 6: Project Requirements

Section 7: Contract Form and Conditions of Contract

PART III – Contract Related Forms

Section 9: Additional Requirement

29. DMZ Demilitarized Zone

58. MCB Miniature Circuit Breaker

87. SAN Storage Area Network

BIDDING PROCEDURES AND REQUIREMENTS

Section – 1: Request for Proposal Notice

GLOBAL OPEN COMPETITIVE PROCUREMENT

Contract Title: “Appointment of System Integrator (SI) for implementation of Single

Request for Proposal (RFP)/ Tender Number: 295/DB-220

3. The RFP Document is available online on website www.eproc.punjab.gov.in from

6. An incomplete and/or ambiguous and/or conditional Proposal and/or Proposal submitted

b) Pre-bid meeting : 05.06.2023 11:00 Hrs

c) Last date for e-bidding : 20.06.2023 10:00 Hrs

d) Last date for receipt of RFP : 20.06.2023 10:00 Hrs

e) Date of Opening of Technical Bid (if possible) :

f) Evaluation of Technical Bid and Opening of Financial Bid : To be intimated

Amounts for Bidding

B. Payment of cost of document/ Tender Fee:

Section – 2: Eligibility and Qualification Requirements

4. Sole/ Lead Bidder should have experience of

a) Billing System provider3

S. No. Requirements Supporting Documents

A2. Proposed COTS based Billing solution should

S. No. Requirements Supporting Documents

Section – 3: Instructions to Bidders and Bid Data Sheet

24 Deviations, Reservations and Omissions ................................................................................. 45

(d) “Bidder(s)” shall mean individual entity or Consortium of entities

(e) “Bidding Consortium” shall mean the Consortium of entities bidding

(g) “Bid Submission Deadline” shall have the meaning as described

(i) “Contractor” shall mean the same as “SI”;

(t) “Month” shall mean calendar months unless otherwise specified.

(v) “Project” shall mean the Utility’s SI Project defined in Clause 1 of

(z) “Service(s)” or “Related Service(s)” shall mean any Service(s)

(aa) “Sub-Contractor” shall mean any person, natural or legal, including

(cc) “Technical Proposal” shall mean the same as Technical Bid;

(ee) “Tender” shall mean the same as “RFP”;

(jj) “Bespoke” product is any software solution which is customized/

PART I Bidding Procedures and Requirements

PART II Contract Form and Conditions of Contract

PART III Contract Related Forms

received late, but questions and responses will be transmitted as indicated

on a proportionate basis; provided, however, that no such shareholding

7.8 Bidder’s Proposal shall include sufficient information and supporting

7.10 An analysis of the technical specifications, functional and performance

7.15 No interest shall be paid to the Bidder on any amount submitted to