RFP Bhawan Sewa Portal Chhattisgarh Volume 2

RFP For Selection Of Agency For Designing, Development, Implementation, Integration, Testing, Commissioning And
Support of Bhawan Sewa Portal In The Urban Local Bodies Of State Of Chhattisgarh
RFP for Selection of Agency for Designing,

Development, Implementation, Integration,
Testing, Commissioning And Support of
Bhawan Sewa Portal In The Urban Local
Bodies of State of Chhattisgarh
(Volume – 2)
State Urban Development Agency, Chhattisgarh
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Table of Contents
1. Introduction ............................................................................................................................................................... 3
1.1. Objectives of the Project............................................................................................................................. 3
1.2. Stakeholders Expectations......................................................................................................................... 4
2. Scope of Work............................................................................................................................................................ 5
2.1. Overview of proposed Bhavan Sewa Portal (BSP) ................................................................................... 5
2.2. Services Required from Selected Implementing Agency ......................................................................... 5
3. Documentation ........................................................................................................................................................ 19
4. Cloud Services and Application Hosting .................................................................................................................. 21
4.1. Application Deployment: ......................................................................................................................... 21
4.2. The hosting of the application in cloud should adhere to the following: ............................................. 22
4.3. Cloud Setup and Maintenance of the Cloud Infrastructure ................................................................... 24
5. Requirement on adherence to Global Standards ............................................................................................... 25
5.1.1. Security and Statutory Requirements ........................................................................................................ 25
5.1.2 Audit Trail and Governance Requirements................................................................................................. 29
5.2. Exit Management / Transition-Out Responsibilities ............................................................................. 29
6. Road map for Developments and Implementation: ........................................................................................... 32
7. Project Management Office by IA ....................................................................................................................... 40
8. Acceptance procedure for Deliverables ......................................................................................................... 42
9. Resource Requirements ...................................................................................................................................... 44
10. Change Request and Control .......................................................................................................................... 48
11. PARTICULARS PROVISIONAL ........................................................................................................................... 51
12. Summary of the scope of the work ................................................................................................................ 51
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1. Introduction
1.1. Objectives of the Project
Chhattisgarh is the 26th state of India formed on 1 November 2000, located
in the centre-east of the country. It is the tenth-largest state in India, with an area of
135,198.5 km2 (52,200.4 sq mi). With a population of 25.5 million, Chhattisgarh is the 17th-most
populated state in the country. Chhattisgarh is the progressive States in India and its people are
quite proactive in keeping themselves abreast of the changing global landscape. With rapid
urbanization & growing needs of the citizens for better service delivery, better civic amenities,
better living standards etc., the activities of the Urban Local Bodies (ULBs) have multiplied
manifolds. With rapid urbanization and economic development, citizens of Chhattisgarh expect
significant improvement in service delivery from the Urban Local Bodies to meet their needs.
State Urban Development Agency (SUDA) is the state nodal agency for state
and central sponsored schemes for urban development schemes in state of Chhattisgarh. SUDA
realizes that citizens spend a lot of time in availing services that may require multiple visits to ULB
offices and hence may not bring a high level of satisfaction.
SUDA in consultation with all the stakeholders has embarked on ambitious
plans to deliver end-to- end services to its stakeholders in a user-centric way. This is expected to
bring about high levels of accountability and transparency in its service delivery supported by a
high degree of efficiency and effectiveness in the internal operations of the department.
Currently in the 10 municipal corporations in the State of Chhattisgarh
automated online building permission system is operational. However the software was developed
a while ago and needs up-gradation. For the remaining ULB’s of the State; currently there is manual
mode of granting building permissions; which needs to be automated.
SUDA wants to deploy the most advanced & latest system for Automated
Online Building Permission System in all 168 ULB’s based on Auto-DCR or equivalent latest
technology.
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1.2. Stakeholders Expectations
From the perspective of different stakeholders, following are the objectives
Citizens ULBs Implementing Agency
 Anywhere, Anytime  Improved service delivery

 Uniform and well-defined
Services via multiple to citizens
work procedures
delivery channels  Standardized practices
 Rationalized work norms
 Delivery of Services within and procedures across all
and clear accountability
pre-defined timelines ward offices
for performance
 Real-time status tracking  Opportunity to work for
 Trainings for requisite
 Ease of payment of fees for citizens of a fast growing
skill enhancement
the services received hub
 Better work environment
 Transparency in availing  Trainings for requisite
services skill enhancement
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2. Scope of Work
2.1. Overview of proposed Bhavan Sewa Portal (BSP)
Customize and Implement a complete web based system for issuing Online Building
Permission with CAD Based Scrutiny System.
The proposed Bhavan Sewa Portal (BSP) shall automate the end-to-end process of
issuing building permissions for all ULBs of Chhattisgarh State; including but not limited to
(list is not exhaustive):
a. Architect Registration/ Empanelment of architect
b. Online Documents Submission
c. Online Fee Payment
d. Common application form (CAF) for both Internal & External agencies.
e. Inspection Module for both Internal & External agencies.
f. Integration and Migration of data from existing BPMS system & provisions
for transferring on-going proposals during transitional periods.
g. Generation of Inspection Report
h. Building Plan Approval/ Suspension/ Cancellation.
i. Plinth Level Approval
j. Completion/Occupation Certificate.
k. Dynamic State and City Level Dashboard &MIS
l. Help Desk Support for troubleshooting and capacity building
2.2. Services Required from Selected Implementing Agency

The selected agency will be required to meet the following requirements:
a. Development of framework and standard operating procedure for overall
implementation of end to end Bhawan Sewa Portal through process
automation of Building Permission approval /renewal /alteration/ addition/
compounding & occupancy.
b. Automate risk based inspection process as per ease of doing business guidelines.
c. Develop an online rating system of third party empanelled agency and
establish a system for fixation of professional liability for the same.
d. Integrate the proposed solution with existing BPMS database of Chhattisgarh
so that historical data since 2011 can be migrated and retrieved as per need.
e. Integrate with existing GIS and property tax software at no additional cost.
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f. Carry out detailed study and analysis of the existing system and prepare
Functional and Software Requirement Specification and Design Documents
(High Level and Low Level); which should be in accordance to rules and
regulations /orders/ guidelines issued by Central/ State government time to
time as under (below list is not exhaustive):
 Chhattisgarh Nagar Palika Nigam adhiniyam 1956

 Chhattisgarh Nagar PalikaAdhiniyam 1961

 Chhattisgarh Nagar Tatha Gram Nivesh Adhiniyam 1973 (including all
amendments till date)

 Chhattisgarh Bhoomi Vikas Niyam 1984 (including all amendments till date)

 Chhattisgarh Nagar Panchayat Raj Evam Gram Swaraj Adhiniyam 1993

 Colonizers ka Registration Nirbandhan Tatha Sharte Niyam 1998 (Nagar
Palika Evam Gram Panchayat)

 Model Building Byelaws 2016

 Business Reform Action Plan (BRAP) 2017

 Energy Conservation building code 2016

 National building code as applicable

 Relevant IS code

 Chhattisgarh paryavaran adhiniyam evm niyam

 Approved Master Plans.

 Other related act/ rules/ notifications/ regulations/ instructions issued
by state government/ competent authority.

The overall building permission process involves broadly eight activities as mentioned below.
These activities are indicative (not exhaustive).
1 Online registration of Architects/ Engineers / Supervisors etc.
2 Pre Checking of Drawing/Plan
3 Uploading/Submission of Proposal(s)
4 Departmental processing of submitted proposals
5 Payment(s)
6 Certificate(s)
7 Notice(s)
8 General requirements
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Activity-1: Online registration of Architects/ Engineers / Supervisors etc.
This module should enable Architects / Engineers / Supervisors /Town Planner etc. to
register Online. Already registered Architects/ Engineers / Supervisors details to be
incorporated in the system with current status and validity of registration.
1. Centralized Registration: Provide a single interface for the registration of all

architects (across state), who intend to do transaction with the ULBs.
2. Online Application for Registration: Identify the applicant with reference to a unique
ID. Capture the following minimum information of the applicant with appropriate
validations.
a. Unique ID
b. Name
c. Address
d. Corporate Information
e. Certificate from Council of Architecture/ Other authorities.
f. Educational Qualification.
The further pre-requisite shall be captured and finalized in the requirement gathering
phase.
This module will also consist of following:-


Facility for uploading of attachments as required by SUDA/ULB for establishing
identity and past experience etc.
 Facility for filling up of the application offline and uploading.
 Facilitate the applicants to save a partly filled application in ‘Save Draft’ mode for a
period of 20 days.
 Enable online submission of registration fee.
 Assigning a unique application number to each applicant.
 Enable tracking the status of the application.


3. Approval of Applications: Enable the Competent Authority to approve/reject the
applications for registration; based on a workflow system and business rules.
Communication of successful registration/ rejection to the applicant through an e-mail
alert& SMS.
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4. Renewal of Registrations: Enable the Competent Authority to renew the applications
for registration according to workflow/business rules. Communication of successful
renewal will be sent to the applicant through an e-mail alert& SMS.
5. Updating and withdrawal: Enable the registered architects to update the data in their
profile with appropriate authorization. Also, enable the registered architects to
withdraw the registration on a voluntary basis.
6. Cancellation and Black-listing: Allow the authorized officials of the participating
departments to cancel the registration of any particular architect or to blacklist
him/her, if he/she violate the rules and fails to comply with his/her duty. Integrating
the information on cancellation / blacklisting with all other related modules so as to
ensure that such architects do not conduct further business with respective ULBs. Also,
a grading system of architects can be planned based on his/her conduct & verified user
complains.
7. Search: Enable authorized officials to search the database for list of registered
architects based on the ‘search’ criteria such as - line of business, turnover, past
experience or as decided by ULB/SUDA.
8. Help: Provide an online handbook and user manual for registration. Provide FAQs on
the registration process. Provide helpdesk assistance for resolving architects queries
on registration process.
Activity-2: Pre Checking of Drawing/Plan
1. This module should enable Applicant to submit proposal for Building plan approval /
various construction stage approval /renewal /alteration/ addition/ compounding/
occupancy/ certificate online along with required documents.
2. Applicants should be able to submit the drawings in .dwg format from any CAD tool of
their choice; following the guidelines provided by the authority as given in the User
Manual.
3. The software should be capable of pre checking drawing format compliance (provided
in the user manual) automatically before the scrutiny process.
4. Scrutiny engine should generate reports on bye-laws and approved master plan
compliance automatically without any Human intervention by extracting data from
submitted drawings, on the server.
5. Scrutiny Parameters for all types of building meant for different uses; as per building
byelaws and approved master plan needs to be examined for approval /renewal
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/alteration/ addition/ compounding/ grant of occupation certificate. The Plan
provisions as per prevailing byelaws are as under :
i. Plot area / shape

ii. Road width details
iii. MOS (Marginal open space)
iv. Ground coverage
v. FAR (Floor are ratio)
vi. Building height
vii. Use of building (Floor wise including mixed use in floors)
viii. Parking provision
ix. Amenities
x. Components of building
xi. Services Evaluation
xii. Firefighting requirement
xiii. Green building norms
xiv. Rain Water Harvesting
xv. Water supply
xvi. Water treatment
xvii. Solid waste management provisions
xviii. NOC required on the basis of drawing details
##The above list is indicative (not exhaustive) and for exhaustive list kindly
refer to Bhoomi Vikas Adhiniyam 1984 and other applicable byelaws.
Activity-3: Uploading/Submission of Proposal(s)
1 The entire process from the time of submission of drawing to scrutiny completion
should be automatic without any human intervention and the alerts at various stages
should be generated to the stake holders through dashboard updates, sms, email
triggering etc.
2 Plotting of drawing submitted by Architect and processed through software in non-
editable format. Each byelaw, as applied in Building Byelaws; shall be incorporated in
the format of the software to confirm to the scrutiny requirements of the Department.
3 Submission proposals are to be acknowledged and site visit dates and further approval
schedule is to be notified to the Architect/Client.
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4 The architect/ client’s plan in soft copy in CAD format (DWG) is to be mapped with the
rules of the Building Byelaws and approved master plan compliance.
5 Architect/ Client’s line drawing in CAD format should be read and area calculation sheet
is to be system generated to eliminate the human errors. The required tables like area
statement, FAR table per building, summary of FAR calculations, coverage table,
opening schedules, parking calculations, area for plot, area of block diagram with
dimensions, required margin regions, coverage per building etc. to be generated by the
system and should be automatically updated in the drawing.
6 The defective drawings should be flagged to applicants with relevant markings showing
the errors/anomalies. If user still click on submit button without making corrections
then system should ask for- “Are you still want to submit?” Yes/No. If user choose to Yes
& submit then post submission the same markings should be reflected to the ULB
officials whosoever views the applicants form. The solution shall allow the applicant to
upload the next version (updated version) of drawing in continuation to the earlier
application. No need to re-submit the application from scratch.
7 An automated scrutiny report indicating the required/permissible parameters and the

proposed parameters is to be tabled including status of each rule whether passed or
failed thereby enabling the Department authorities to take an informed decision &
required action.
Activity-4: Departmental processing of submitted proposals
1 The solution should have provision of configurable work flow as needed by the department.
2 The approval work-flow should be as per the work flow being followed in the current
system and work flow rules should be flexible enough to be changed as per
department’s needs.
3 All approvals should be electronically signed (e-sign) and should be duly verified.
4 There should be a common application form (CAF) for all internal and external
agencies; CAFs relevant data should be forwarded to corresponding agencies for issuing
NOCs. Once NOC is obtained, same should be forwarded to concerned department for
approval of the case within prescribed time limit using a single window mechanism.
System should be capable of issuing reminder w.r.t timelines at each stage.
5 There should be provision for entering onsite inspection details and geo-tagged images
of the Site Inspection using mobile based solutions (e.g. mobile App).
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6 There should be system generated list highlighting the parameters on which the plan is
failing, thereby enabling the authorities to prepare objection list and inform the client to
take necessary actions. In this regard; system should be capable of generating a
customizable rejection letter stating the reasons of failing.
7 The system should have dashboard for the staff and the management for viewing the
completed and pending tasks / works / applications.
8 There should be implementation of proper user authentication and access control
mechanisms to ensure that only authorized users can access particular piece of
information.
9 The process/ procedure shall be followed for all provisions of Building Byelaws and
approved master plan compliance, Public Health parameters, Fire Regulations and other
provisions. The entire responsibility for the above shall be of the Vendor as all aspects
of applicability of Building Byelaws, approved master plan compliance should be
thoroughly studied by the vendor to serve the requirements of the Department.
10 The solution should be capable of generating various MIS reports as per requirements
of the Departments time to time. MIS reports should be developed based on the
payment received, dues position, plans passed, pending proposals, delayed approvals be
generated as per Department requirement.
11 There should be automation of the Building Plan Approval/ Occupation Cum
Completion Certificate & other related process including Zoning Conditions (up-to-
date), Public Health requirements, fire-fighting requirements, ECBC, Pollution control,
various NOCs, field reporting on the proposal and other scrutiny requirements including
that of National Building Code Regulations wherever followed by integration of internal
& external departments.
12 In cases pertaining to grant of occupation/ completion certificate the system should be
able to compare the As-built drawings with the approved building plans, if available in
the system, and then generate a comparison report/composition report in this regard.
13 The software should include scrutiny and finalization of compounding cases with
respect to Departments Compounding Policy in case of Commercial, Residential,
Institutional and Industrial in both Building Plan approval and grant of occupation
certificate cases.
14 The system should have a well-defined inspection report format at various levels to
guide the inspectors.
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15 The system should incorporate use of digital signature (e-sign) for approval of
application at different levels in the application system, Building permission letter,
approved drawing, notices, letters, completion cum occupancy certificates etc.
16 There should be defined service levels and the escalation matrix to officials regarding
time limit for processing an application automatically in the system.
17 There should be provision to incorporate the changes of building byelaws as intimated
by the department in the application within time frame.
18 All the comments made by the approving authorities(s) should be reflected in the forms.
19 There should be provision for Revoking/Cancelling of Building Permission.
20 There should be provision for easy integration with all internal/external agencies in future.
21 There should be provision to migrate data from existing BSP in the state.
22 Storage space should be scalable to accommodate increase in volume of data for smooth
conduction of project.
In addition to above the following will be the scope of work of the vendor as per Ease
of Doing Business (EODB) BRAP 2017:-
S. No. Area Recommendation
Inspection Enablers
Publish a well-defined inspection procedure and checklist on
1
department’s web site
Design and implement a computerized system for identifying
2
Inspection by Building building/area that needs to be inspected based on risk assessment
Proposal Office/ relevant Mandate online submission of inspection report within 48 hours to
3
agency as part of obtaining the Department
construction permit Allow establishments to view and download submitted inspection
4
reports of at least past two years
Design and implement a system for computerized allocation of
5
inspectors
Inspection by Building Publish a well-defined inspection procedure and checklist on

6
Proposal Office/ relevant department’s web site
agency as part of obtaining Design and implement a computerized system for identifying
7
occupancy/completion building/area that need to be inspected based on risk assessment
8 certificate Mandate online submission of inspection report within 48 hours to
Page | 12
the Department
Allow establishments to view and download submitted inspection

9
reports of at least past two years
Design and implement a system for computerized allocation of
10
inspectors
Construction Permit Enablers
Enact a comprehensive uniform building code/building by-law

11
applicable to the entire State
Ensure that the uniform building code/building by-law include

12
provisions for risk-based classification of buildings
Ensure that the uniform building code/building by-law includes
accreditation programs and clear responsibilities for professionals
13
including architects and engineers engaged in the construction
process
Define mandatory qualifications for architects and structural
14
engineers in the uniform building by-law applicable in State
Develop legally valid master plans/zonal plans/land use plans for
15
Construction Permit all urban areas and make it available online in public domain
Enablers Establish a dedicated conflict resolution mechanism for land and
16
construction permits
Allow authorized architects to issue the completion certificate at all
17 urban areas and IDCs, instead of requiring a separate completion
certificate to be issued
Implement a system to allow approval based on third party
certification (during construction and/or completion stage, as
18 applicable) of structural design and architectural drawings by
authorized structural engineers and architects respectively across
all urban areas and IDCs
Combine all affidavits & undertakings required to be submitted for
19
obtaining the building plan approval into one affidavit/undertaking
Publish information about the procedure and a comprehensive list
of documents including pre-construction and post-construction No
20 Building Plan Approval Objection Certificates (NOCs), registrations and other mandatory
State approvals (prior to plinth and pre - occupancy) on the web
site
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Define clear timelines mandated through the Public Service
Delivery Guarantee Act (or equivalent) legislation to grant
21
construction permits including all required approvals; pre-
construction, during construction and post construction
Mandate that a single, joint site inspection will be carried out by all
concerned authorities such as Fire, Sewerage, Electricity, Labour
22 (such as Factory license), Water Department and internal
departments responsible for granting construction permits in
urban areas and IDCs
Design and develop an online single window system for granting
construction permits with following functionalities:
i. A common integrated application for all internal and
external agencies required to provide applicable NOCs/Approvals
such as Fire Services, Water and Sewerage Department, Discoms,
AAI, NMA, Forest, labour, Factory Directorate etc.
ii. Provision for making an online application with integrated
payment without the need for a physical touch point for document
submission and verification
iii. The system should allow auto scrutiny of building plans
23 from compliance perspective according to the uniform building

codes/building by-law using Auto DCR (or similar) software
iv. Ensure that the system issues digitally signed approved
building plan within 30 days from the date of application
v. Provision for e-intimation to authorities of plinth level
completion
vi. Provision for online issuance of certificate of inspections
vii. Provision for online common completion request form

cum Occupancy Certificate Application with online payment
viii. Provision for online issuance of digitally signed occupancy
cum completion certificate to the applicant
Define clear timelines mandated through legislation for sanctioning
24
of building permits in 30 days
Stipulate that construction permits are provided within 45 days
25 I. Building Plan approval is provided within 30 days
II. Plinth Inspection is done within 7 days of intimation
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III. Final completion cum occupancy certificate is provided
within 8 days ( 7 days for inspection + 1day for issuing the
certificate)
Allow third parties to easily verify the approval certificates in the
26
public domain
Activity-5: Payments
1 The solution should be capable to get integrated with the payment gateway for Online
Payments and should facilitate for Fee collection, Fee calculation, refund calculation,
funds disbursement, and funds reconciliation and generate online fee receipts based on
the submitted Building plan.
2 The solution should provide calculator tool in interfaces wherever the calculations are
required.
3 If in case the plan is found compliant, various charges collectable are to be generated.
4 There should be provision for refunds along with its online approval.
5 Building permission fee, road blockage charges, vikas shulk, rain water harvesting,
security deposit, labor cess, penalties etc. should be integrate with payment gateway in
their respective bank account at each ULB.
6 The payment gateway should be able to integrate with BHIM App, UPI, PayGov
framework of Govt. Of India and should have option of Rupay Card along with other
international card network.
;
Activity-6: Certificate(s)
 There should be provision to generate certificates with e-Sign/ digital signature

which could be downloaded by the applicant.
Activity-7: Notice(s)
1 The notices, acknowledgment letters, approval letters, deviation or the rejection

letters should be system generated with e-sign.
2 Relevant notices related to BSP should be sent to the respective applicants via
SMS/Email and its record should be stored in his/her Project code and must be
reflected in the corresponding report.
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3 Every communication sent/received from/by an applicant should be recorded
digitally and reflected in the case as well as in the reports which can be used in court
cases & for any other purpose. Cases should be saved for lifetime as per archival and
back up policy of the system.
Activity-8: General requirements

1 The software provider should make an SRS and devise a system to incorporate best
methods and practices along with the present pattern of flow of data and files to
map the approval process.
2 Migration of data from existing system & provisions for transferring on-going
proposals during transitional periods.
3 Integrate with the existing GIS applications of the Department. The vendor shall
carry out system study to understand the existing systems in place.
4 The solution should support the Mobile Governance (In the form of Mobile App) for
sending SMS, e-mail gateway to the applicant regarding receipt of application,
receipt of payment, payment notice, field visit, renewal of permit, payment of extra
fee, etc.
5 Alert notifications as per the approval through the mediums such as SMS/emails, or
popup notifications
6 The client/Architect should be able to check the status of the file online and should
facilitate easy search and download for any application through different criteria.
7 The software should track delays in approval steps and maintain an audit log of the
approval process steps. System to generate an alert against each application when it
nears the time limit for disposing it.
8 The solution should allow extraction of system logs to excel/pdf formats for internal
analysis of cases.
9 The system should have provision where in providing basic parameters like
certificate no., name, area etc. would generate basic information about approved
certificate and hence would enable easy third party verification.
10 The system should be scalable in terms of data storage and performance
requirements and be upgradable to meet future data and performance needs with
minimal downtime.
11 The system should support all major internet browsers (Chrome, Mozilla, Safari etc.)
and assure an uptime above 99.8%.
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12 The system should be available 24 hours a day, 7 days a week, and accessible from
anywhere in the world via the internet.
13 The Checklist, FAQ, User guide with video should be provided for end users.
14 Disaster Recovery System should support automated data backup and recovery with an
appropriate backup system in place.
15 The software development should include requirement gathering, FRS/SRS
documentation, High level, Low level design, coding, customization and UAT based on
the finalized test cases.
16 Any changes in software or code should follow change management process and for
every change, regression testing must be performed.
17 The solution should have necessary security, audit trail features and KMS (Key
Management Service).
18 Upgrade the software to the latest version whenever the changes in the IT systems
require the up-gradation of the software of the application at no additional cost to
Purchaser.
19 The Agency will treat as confidential all data and information about Purchaser, obtained
in the execution of his responsibilities, in strict confidence and will not reveal such
information to any other party without the prior written approval of the Purchaser.
20 Provide hosting services for the application on a reputed, secured and dedicated cloud
based environment. Cloud hosting company should be Indian and hosting point should
be located in India.
21 Provide month wise approved/ rejected/ pending application and status of pending
approval (if approved in next month).
22 Provide centralized tickets request system to assign tickets to incoming queries,
complaint, support request and defect reports from all ULBs and track further
communication about them.
23 The solution should have provision to write note sheet pattern on the application from
lower authorities to higher authorities with step by step remarks.
24 Colonizers registration, Renewal, Cancellation. Colony development permission,
mortgage of plots, release of mortgage, EWS land records, LIG and other completion and
other provisions should be incorporated.
25 Boundary wall permission and its provisions should be incorporated.
26 Mobile tower installation permission and its provisions should be incorporated.
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27 Architects who are issuing building permission on 200sqm plots should be issued
through online process separate module should be there.
28 Notices for irregular and illegal construction to individuals and bulk notices by filtering upon
area of plot, built-up area, height of building, use of building, period of building
permission etc.
29 Inter Departmental communication and sharing of data should allow in online system
like building details for calculation & imposing of property tax by revenue department.
30 There should be Separate “AS IS” for every municipal corporation.
31 Those plot where Building Plan Approved should be marked separately on Base map .
32 There should be provision of pre-approved plans for standard sizes of Plots for Express
permission.
33 Lat-long should be stamped/ printed on approved map and approval letter.
34 Master plan related updates/masters should be non-coding format so it can be updated
as per master plans amendments.
35 Local Byelaws like vikas shulk rates should be incorporated for every ULB.
36 Pending arrears including tax should be flagged on proposal & cumulative reports may
be prepared on demand on concerning on officials.
37 The selected agency has to work in close coordination with the Urban Administration
Department of Chhattisgarh, Urban Local Bodies, SUDA and other related Offices. Any
Changes/suggestion at any time/stage required during the execution of work will be
entertained/ incorporated accordingly which shall be considered as part of the job.
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3. Documentation
The Implementation Agency shall prepare all necessary documentation for the project, and
provide them to UAD or its designated consultant. The documents created by the
Implementing Agency will be reviewed and approved by SUDA. Some of the documents to
be provided include (below list of documents is indicative only, not any way exhaustive):
1. Detailed Project Plan
2. Detailed System Study Report
3. List of services, Service Definitions, Service Levels
4. Functional Requirement Specification
5. Software Requirement Specification document
6. High Level Design documents
7. Software Application architecture documents.
8. ER diagrams and other data modeling documents.
9. Logical and physical database design.
10. Data dictionary and data definitions.
11. Application component design including component deployment views, control flows, etc.
12. Low Level Design documents
13. Application flows and logic.
14. GUI design (screen design, navigation, etc.).
15. All Test Plans.
16. Requirements Traceability Matrix.
17. Change Management and Capacity Building Plans.
18. SLA and Performance Monitoring Plan.
19. Detailed manuals for each appropriate unit of the supplied equipment and services.
20. The training manuals and administration manuals in bilingual.
21. Inspection and testing procedures manual including QA Policy, procedures
for the software/hardware equipment’s.
22. Any other document(s) deemed necessary for implementation, operation and
maintenance of the hardware and network equipment and the overall system.
23. Backup Policy & Security Policy.
24. IPR and Source Code (The IPR and Source Code of the complete solution would be
owned by Government of Chhattisgarh).
25. Design of real-time tools for monitoring e-Transaction volumes and for generating
real-time MIS.
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26. Training and Knowledge Transfer Plans.
27. Troubleshooting guide for helpdesk employee as we as nominated officials by SUDA.
28. Issue Logs.
**Below list of documents is indicative only (not exhaustive).
Deliverable Deliverable Description

No
D1 Kick-off presentation and/or Duly signed agreement
Project charter/ Detailed Project Plan should cover the following:

- Study of scope of work & functional coverage
- Detailed project plan
- Governance Structure for Project Implementation
- Project implementation approach
- Work breakdown structure
D2
- Delivery schedule
- Key milestones
- Resource deployment
- Change & communication management plan
- Change control procedure
- Exit management plan
Software Requirements Specifications (SRS) should cover the following:
- Detailed requirement capture and analysis
- Software requirement
- Interface specifications
D3
- Application security requirements
- Mapping of FRS & SRS
- Requirements sign-off
- Identify third party interfaces required along with the specifications
System Design & Configuration report should cover the following:
- System Configuration and function wise configuration needs as per the design
envisaged
- Legacy and Third party System Integration/interface Report and
integration of same with the envisaged solutions
- Customization Development Plan and Design/development plan of
D4
components of functionalities that are not available
- State and City level dashboard with all require report for Received Application
of Building Permission, BCC, CC and Building Permission not given in time limit
by ULBs, etc.
- High Level Software Design document including Software Architecture design,
Logical and Physical Database Design.
Software Deployment report should cover the following:
- Complete Source Code with documentation
- Test Plans and Test cases (including Unit Test Plan, System/Integration Test
Plan, User Acceptance Test Plan, Security Test Plan, Load Test Plan)
- Software Testing Documentation (including details of defects/bugs/errors and
D5
their resolution)
- User Acceptance Test Cases, Test Data and Test Results, User Acceptance Test
Scripts, Unit Test Cases, Integration Test Results/Cases
- System Integration Tests (SIT)
- Periodic, incremental, cold & hot database backup, application file backup and
archival post Go-Live backup. Backup data should be tested for restorability on a
quarterly basis.
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Cloud enabled Data centers establishment report should cover the following:
- Specifications & Design of Data Center
D6
- Setup of application on the Data Center
Training report should cover the following:

- Detailed training plan
D7
- Training Materials and Curriculums
- Training session-wise completion reports
- Certification from SUDA officials confirming successful completion of Trainings
Establishment of Help Desk& Cluster support/ Handholding Engineers reports should
cover the following for the duration of the project
D8 - Deployment of Cluster support/ Handholding Engineers in all ULBs
- Report on Operationalization of Help desk
- Standard Operating Procedures and Operations Manuals
Overall System Deployment report should cover the following:
- Deployment sign-off from SUDA
- User Manuals and System Manuals
- Go-Live Certificate indicating readiness for roll-out with trainings
D9
- Pending Issues in the system, Dependencies
- Updated System Design documents, specifications for every change
request
- Updated user Manuals, administration manuals, training manuals
Monthly Reports should cover the following:
- Performance Monitoring reports for system
- SLA Compliance Reports
- Patches/ Upgrades of all components
- Incremental updates to solution
D10
- Change Requests Managed
- Issue/ Problem/ Bugs/Defect Tracker
- Helpdesk review report
- On-Going Project Updates
- Audit/ Standard Compliance Reports
4. Cloud Services and Application Hosting

Selected Implementing Agency will provide Cloud Services for a period of 3 years, which
may be reviewed for extension on the completion of third year at the discretion of SUDA for
hosting BHAWAN SEVA PORTAL application.
4.1. Application Deployment:
1. Application Server and services should be in failover clustered mode. A failover

cluster is a group of servers that work together to maintain high availability of
applications and services. If one of the servers, or nodes, fails, another node in the
cluster can take over its workload without any downtime.
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2. Database Server should be in failover clustered mode. A failover cluster is a group of
servers that work together to maintain high availability of applications and services.
If one of the servers, or nodes, fails, another node in the cluster can take over its
workload without any downtime.
3. Database should be in active -active cluster environment.
4. Database should be enterprise edition with OEM support.
4.2. The hosting of the application in cloud should adhere to the following:
1. The Implementing Agency will be responsible for provisioning of required IT

infrastructure as IaaS for hosting BHAWAN SEVA PORTAL application.
2. The proposed landscape for the deployment of BHAWAN SEVA PORTAL solution is
a. QA
b. Staging
c. Production
d. Disaster Recovery
3. The above environments are to be deployed in secured and dedicated cloud based
environment. Cloud hosting company should be empanelled as per MeitY/ DeitY
guidelines and hosting point should be located in India.
4. The environment of virtual private cloud/Government Community Cloud shall comply
with the respective Provisional Empanelment Compliance Requirements published by
Ministry of Electronics Information and Technology, Government of India.
Each of the environments mentioned above should be logically isolated, i.e., separate
from the production environment in a different VLAN than the production
environment and setup such that users of the environments are in separate networks.
6. The Implementing Agency shall be responsible for provisioning required compute

infrastructure (server/virtual machines), storage for hosting BHAWAN SEVA PORTAL
applications. Should have Inbuilt Anti-Spam/Malware/Antivirus threats control
software.
7. The Implementing Agency shall be responsible for provisioning of adequate Internet
Bandwidth and connectivity at the DC & DR, including termination devices, for end
users to access BHAWAN SEVA PORTAL application.
8. The Implementing Agency will be responsible for provisioning of requisite network
infrastructure (including switches, routers, firewalls, nips and hips) to ensure
accessibility of the servers as per defined SLA’s.
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9. The Implementing Agency shall offer DR (Disaster Recovery) as a service for all
resources offered on primary DC (Data Center) site. The Implementing Agency shall
be responsible for provisioning of bandwidth for replication of data between the DC
site and DR Site. Geographical Location of the Disaster Recovery Environment shall be
different location from the Data Center environment or at a different place other than
the Primary DC based on the project requirements.
10. The infrastructure provisioned by the Implementing Agency must be scalable and
shall allow SUDA to add/reduce cloud resources on demand basis through an user-
friendly dashboard. For some of the storage in cloud based environment, SUDA will be
pay based on monthly usage.
11. The solution needs to provide the ability for SUDA IT Administrators to automatically
provision the services via a Web Portal (Self Provisioning), provide metering and
billing to provide service assurance for maintenance & operations activities. Detailed
user level or user group level auditing, monitoring, metering, accounting, quota and
show-back information is essential the cloud platform to be offered.
12. Compliance process to the defined international standards and security guidelines
such as ISO 27001, for maintaining operations of cloud and ensuring privacy of SUDA
data.
13. A change release management and configuration management procedure is defined
and implemented to process any change to the cloud environment / services. This
procedure must include the capability to support the transition between the
aforementioned environments prior to production deployment.
14. Manage the instances of storage, compute instances, and network environments. This
includes department-owned & installed operating systems and other system software
that are outside of the authorization boundary of the IA. Service Provider is also
responsible for managing specific controls relating to shared touch points within the
security authorization boundary, such as establishing customized security control
solutions. Examples include, but are not limited to, configuration and patch
management, vulnerability scanning, disaster recovery, and protecting data in transit
and at rest, host firewall management, managing credentials, identity and access
management, and managing network configurations.
15. Provide support to technical team of SUDA or nominated agency for Optimization of
resources in cloud environment for better performance and also provide physical and
virtual access to the technical persons for the resolution of any issue pertaining to the
Page | 23
operation, maintenance or rectification to keep the application running without any
problem, as authenticated by SUDA.
16. The Implementing Agency should provide Helpdesk support for cloud.
17. IA should provide training to SUDA nominated officials/personnel on usage of the
Console and any other technical aspect for monitoring of BHAWAN SEVA PORTAL
project.
4.3. Cloud Setup and Maintenance of the Cloud Infrastructure
SUDA has decided to host the solution in an existing data center/cloud provider rather than
setting up of a new data center. The solution proposed by the bidder should be cloud ready.
To host the solution, appropriate hardware and infrastructure will be required. The bidder
shall arrange the adequate hardware requirements in cloud required for the deployment of
the solution keeping in consideration SLA parameters for the application. Bidder should also
provide the list of recommended hardware & their cost-break up.
Bidder will also be responsible to procure, install, setup and maintain the software required
for installation and monitoring of the solution. Bidder will be responsible for all aspects of
the application including application and database server setup, application deployment,
performance monitoring, application and database backup. Bidder will also be responsible
for setting up the DR backup of the database in a remote location to ensure that the data is
not lost in case of any unforeseen circumstances.
The bidder will have necessary manpower including system and database administrators to
manage the systems, applications and databases. The data center provided by SUDA will
provide access to resources to track, monitor, maintain and resolve issues if any.
The successful bidder shall configure and install the licensed software with all critical
updates to be installed in the server on regular basis apprising SUDA
Bidder has to ensure that cloud partner selected by him should adhere MeitY/ DeitY
guidelines and guidelines by IT department of Chhattisgarh (if any).
Bidder has to ensure that they provide hosting services for the application on a reputed
cloud service provider in secured and dedicated cloud based environment. Cloud hosting
Page | 24
company should be empanelled as per MeitY/ DeitY guidelines and hosting point should be
located in India.
5. Requirement on adherence to Global Standards

5.1.1. Security and Statutory Requirements
a. Certification/Compliance
i. The IA/Implementing Agency facilities/services need to be certified /
compliant to the following standards based on the project requirements:
 ISO 27001 - Data Center and the cloud services should be certified for the
latest version of the standards

 ISO/IEC 27017:2015-Code of practice for information security controls based
on ISO/IEC 27002 for cloud services and Information technology

 ISO 27018 - Code of practice for protection of personally identifiable
information (PII) in public clouds.

 ISO 20000-9-Guidance on the application of ISO/IEC 20000-1 to cloud services

 PCI DSS - compliant technology infrastructure for storing, processing and
transmitting credit card information in the cloud – This standard is required if
the transactions involve credit card payments.

 RSA – Encryption standard for Digital Signatures to authenticate users

 IEEE/ISO –standard for Project Documentation

 W3C – standard for Portal development

 ISO17799 – Operational integrity and Security management
 Any other standard which is mandated by Govt. Of India or Govt of CG or SUDA; time
to time. 


ii. The IA/Implementing Agency shall comply or meet any security requirements
applicable to IAs/Implementing Agency s published (or to be published) by
Ministry of Electronics Information and Technology (MeitY), Government of
India or any standards body setup / recognized by Government of India from
time to time and notified to the IA/Implementing Agency by MeitY as a
mandatory standard.
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ii. The IA/Implementing Agency shall meet all the security requirements
indicated in the IT Act 2000 the terms and conditions of the Provisional
Empanelment of the Cloud Implementing Agencies and shall comply to the
audit criteria defined by STQC.
b. Privacy and Security Safeguards.

i. IA/Implementing Agency 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 specific to their application and may choose from multiple key
management options.
ii. IA/Implementing Agency to notify the agency promptly in the event of security
incidents or intrusions, or requests from foreign government agencies for
access to the data, to enable the agency to manage these events proactively.
iii. The Implementing Agency shall ensure that all the storage blocks or multiple
copies of data if any are unallocated or zeroed out by the IAs so that data cannot
be recovered. If due to some regulatory reasons if it is required to securely
decommission data, departments can implement data encryption at rest using
departments managed keys, which are not stored in the cloud. Then customers
may delete the key used to protect the decommissioned data, making it
irrecoverable.
iv. The IA/Implementing Agency shall report forthwith in writing of information
security breaches to the SUDA 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.
v. The IA undertakes to treat information passed on to them under this Agreement
as classified. Such Information will not be communicated / published /
advertised by the IA to any person/organization without the express
permission of the SUDA.
c. Confidentiality
i. The Implementing Agency shall execute non-disclosure agreements with the
SUDA with respect to BHAWAN SEVA PORTAL Project. For the avoidance of
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doubt, it is expressly clarified that the aforesaid provisions shall not apply to the
following information:
 information already available in the public domain;

 information which has been developed independently by the Implementing Agency;

 information which has been received from a third party who had the right
to disclose the aforesaid information;

 information which has been disclosed to the public pursuant to a court order.


ii. The Subcontractors will be permitted to obtain customer data only to deliver the
services the Implementing Agency has retained them to provide and will be
prohibited from using customer data for any other purpose. The Implementing
Agency remains responsible for its subcontractors’ compliance with
Implementing Agency’s obligations under the Project. IA has to sign NDA (Non-
Disclosure Agreement) with SUDA and all representatives of IA, who are working
in this project has to sign it.
d. Location of Data:
i. The location of the data (text, audio, video, image files, drawing files, GIS files, pdf,
and any compressed data and software (including machine images), that are
provided to the IA for processing, storage or hosting by the IA services in
connection with the SUDA’s account and any computational results that an SUDA
or any end user derives from the foregoing through their use of the IA’s services)
shall be as per the terms and conditions of the Empanelment of the Cloud
Implementing Agency.
ii. Nature of replication between the DC and DRDC (e.g., asynchronous replication of
data between Primary DC and DRDC)
iii. RPO should be less than or equal to <<2 hours>> and RTO shall be less than or
equal to <<4 hours>>. The key transaction data shall have <<RPO of 15
minutes>>.)
iv. DR Database Storage shall be replicated on an on-going basis and shall be available
in full (100% of the PDC) as per designed RTO/RPO and replication strategy. The
storage should be 100% of the capacity of the Primary Data Center site.
v. In the event of a site failover or switchover, DR site will take over the active role,
and all requests will be routed through that site. Application data and application
Page | 27
states will be replicated between data centers so that when an outage occurs,
failover to the surviving data center can be accomplished within the specified
RTO.
e. 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. SUDA must be able to access
and retrieve such data in an IA environment in a timely fashion for normal work
purposes.
f. 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 Implementing
Agency. The onus shall be on the Cloud Implementing Agency to perform all due
diligence before releasing any such information to any such law enforcement agency.
g. Security Audit
A) It is the responsibility of the IA to get the security audit done of the proposed solution with
a Cert-In empanelled security auditor. The selected bidder would be required to share the
complete details of the audits with the along with copies of all communication and bug
reports / removal, written or otherwise.
B) IA shall ensure that the Cloud Implementing Agencies services offerings are audited
and certified by STQC/MeitY.
i. The Cloud Implementing Agencies services offerings shall comply with the audit
requirements defined under the terms and conditions of the Provisional
Empanelment of the Cloud Implementing Agencies (or STQC/MEITY guidelines
as and when published).
ii. The Audit, Access and Reporting Requirements should be as per the terms and
conditions of the Provisional Empanelment of the Cloud Implementing Agency.
h. Performance Management: The critical SLAs for cloud services are

covered in Volume-3..
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5.1.2 Audit Trail and Governance Requirements
The IA shall implement the audit trail & compliance features to enable it to monitor the
provisioned resources, performance, resource utilization and security compliance:
a. View into the performance and availability of the cloud services being used, as
well as alerts that are automatically triggered by changes in the health of those
services.
b. Event-based alerts, to provide proactive notifications of scheduled activities,
such as any changes to the infrastructure powering the cloud resources.
c. 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.
d. Review of auto-scaling rules and limits.
e. Logs of all user activity within an account. The recorded information should
include 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.
f. Ability to discover all of the provisioned resources and view the configuration of
each. Notifications should be triggered each time a configuration changes, and
Agencies should be given the ability to dig into the configuration history to
perform incident analysis.
g. Monitoring of cloud resources with alerts to customers on 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.
h. Automated security assessment service that helps improve the security and
compliance of applications deployed on cloud by automatically assessing
applications for vulnerabilities or deviations from best practices. After
performing an assessment, the tools should produce a detailed list of security
findings prioritized by level of severity
5.2. Exit Management / Transition-Out Responsibilities
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Continuity and performance of the Services at all times including the duration of the
Agreement and post expiry of the Agreement is a critical requirement of SUDA. It is the
prime responsibility of IA to ensure continuity of service at all times of the Agreement
including exit management period and in no way any facility/service shall be
affected/degraded.
The responsibilities of Implementing Agency with respect to Exit Management /
Transition-Out services on cloud include:
a. Provide necessary handholding and transition support to ensure the continuity

and performance of the Services to the complete satisfaction of SUDA.
b. Support SUDA in migration of the VMs, data, content and any other assets to the new
environment created by SUDA or any Agency (on behalf of SUDA) on alternate cloud
Implementing Agencies offerings to enable successful deployment and running of the
SUDA’s solution on the new infrastructure by providing a mechanism to SUDA for the
bulk retrieval of all data, scripts, software, virtual machine images, and so forth to
enable mirroring or copying to SUDA supplied industry standard media.
c. The format of the data transmitted from the cloud Implementing Agency to
SUDA should leverage standard data formats (e.g., OVF, VHD…) whenever
possible to ease and enhance portability. The format will be finalized by SUDA.
d. 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 SUDA.
e. Ensure that all the documentation required by SUDA for smooth transition
including configuration documents are kept up to date and all such
documentation is handed over to SUDA during regular intervals as well as during
the exit management process.
f. Shall not delete any data at the end of the agreement without the express
approval of SUDA and until it is properly transitioned/migrated to other
competent environment as decided by SUDA.
g. Once the exit process is completed, remove the SUDA’s data, content and other
assets from the cloud environment and certify that the VM, Content and data
destruction to SUDA as per stipulations and shall ensure that the data cannot be
forensically recovered.
h. There shall not be any additional cost associated with the Exit / Transition-out process.
Page | 30
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6. Road map for Developments and Implementation:
Given the challenges and the stakes involved, a staged project implementation
approach has been adopted for implementation of end-to-end Bhawan Sewa Portal
(BSP). The activities have been grouped under the following stages:
1) Stage-1: Detailed Functional Requirement study, System Requirements Study and
System Design.
2) Stage-2:Designing, Development, Implementation, Integration, Testing,
Commissioning
3) Stage-3: Training to staff members as well as other stakeholders for effective use
of the system and Establishment of Centralized Helpdesk Management
System and deployment of HHE (Hand Holding Engineers)
4) Stage-4 : Go-Live
5) Stage-5:Operation and Maintenance of the entire system
The indicative list of activities to be performed by Implementing Agency in each of

the above stage has been mentioned in the sections below but shall not be treated as
an exhaustive list of activities. It is the entire responsibility of the IA to perform all
the requisite activities required for successful implementation of end-to-end Bhawan
Sewa Portal(BSP).
Stage 1: Detailed Functional Requirement study, System Requirements Study and

System Design
The various activities to be performed by the Implementation Agency during this
stage will be mentioned as below but are not limited to:
 The IA shall prepare & submit an Integrated Project Plan for the implementation
along with the requirements traceability matrix (RTM) within given time frame
from the placement of the order for the entire project that covers detailed tasks that
shall be performed as part of the project along with the scope and duration of each
of the activity.
 The selected IA may suggest re-engineered processes as per the standard
market/industry practices. Any such processes will be effective only after due
approval from SUDA.
 The IA shall also ensure to the study of current application in operation at ULBs.
Page | 32
 The IA shall be entirely responsible for the architecture of the system implemented
to satisfy all features, functions, performance and security of the application
software & shall ensure that the systems design documents should adhere to the
industry wide best practices.
 During the system design, the IA shall make necessary provisions for management
reports, dashboards, SMS gateway and Data migration in line with the expectations
from Bhawan Sewa Portal (BSP) provided in the functional requirements.
 The IA shall ensure that the Bhawan Sewa Portal (BSP) would also require the use
of unique user IDs and passwords for authentication purposes and OTP’s as
applicable.
Stage-2: Designing, Development, Implementation, Integration, Testing, Commissioning
The various activities to be performed by the Implementing Agency during this

stage are mentioned as below but are not limited to:
The IA shall deliver and install as per the Bill of Materials. Supplier shall perform the
software implementation, customization and configuration based on the functional
requirement specifications and solution design finalized thereof.
 The IA shall perform the testing of the solution based on functional requirements;
document the results and shall fix the bugs found during testing.
 The testing of Bhawan Sewa Portal (BSP) shall include all of the components viz. the
functional, operational, and performance requirements of the project
 The IA shall perform the design, development and integration of application with
database including its deployment in test instance.
 The IA shall deploy the team of 60 technical people (Cluster Support Engineer/
Handholding Engineers) for a period of one (1) year. It can be extended by some
more periods decided by SUDA on the same monthly rate.
These CSE/HHE will be deployed in cluster locations. 168 ULBs will be divided in
geographic clusters based upon accessibility & reach. Cluster formation will be done
by SUDA during SRS phase.
 The IA will be required to provide the Technical Support for the applications not limited to:
 Resolution of any bugs & issues including bug fixing, improvements in presentation
and/or functionality.
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 Provide the latest updates, patches / fixes, version upgrades relevant for the
application software components.
 Software version control and software documentation management reflecting
features and functionality of the solution.
 Installation of the necessary patches and application upgrades
 It should be able to log and escalate user interactions and requests.
 It should provide status of registered calls to end -users over email and through web.
 It should have an updateable knowledge base for technical analysis and further help
end-users to search solutions for previously solved issues.
 It should have the ability to track work history of calls to facilitate troubleshooting.
 It should support tracking of SLA (service level agreements) for call requests within
the helpdesk through service types.
 It should support request management and change order management.
 It should be capable of assigning call requests to technical staff manually as well as
automatically based on predefined rules, and should support notification and
escalation over email, web etc.
 It should be able to provide basic reports.
 It should provide provision for customer surveys to assess their service experience.
 The services shall include administrative support for user registration, creating and
maintaining user profiles, granting user access and authorization, providing ongoing User
password support, announcing and providing networking services for users and providing
administrative support for print, file, directory and e-mail servers.
Inspection and Testing
The inspection of installation of services shall be carried out to check whether the services
are in conformity with the mentioned in the tender. The bidder will test all operations and
accomplish all adjustments (tuning) necessary for successful and continuous operation of
the systems to the satisfaction of the SUDA.
The acceptance test will be conducted by SUDA or any other person nominated by the
Department, at its option. There shall not be any additional charges for conducting
acceptance tests. The software should be complete. The bidder shall maintain necessary log
Page | 34
in respects of results of the tests to establish to the entire satisfaction of the Department, the
successful completion of the test specified.
In the event of software failing to pass the acceptance tests, a mutually agreed period (not
exceeding 15 days) will be given to rectify the defects and clear the acceptance test, failing
which the SUDA reserves the rights to get the product replaced by the bidder at no extra cost
to SUDA.
System should be able to take the load of 2000 concurrent users without degrading
performances.
Performance testing of the application will be done for 2000 concurrent users and reports
will be analyzed and shared with SUDA. If response time is not up-to the mark or above the
acceptable level as defined in SLAs then IA has to do the performance tuning of the
application and bring the response time within acceptable level.
Proper performance testing along with Volume/Stress/Load Testing need to be done and
results need to be analyzed & shared with SUDA. After every release/enhancements/patch
fix, performance testing need to be done to ensure no set back to performance of the
application.
Stage-3: Training to staff members as well as other stakeholders for effective use of the
system and Establishment of Centralized Helpdesk Management System and
deployment of HHE (Hand Holding Engineers)
The various activities to be performed by the Implementing Agency during this

stage are mentioned as below but are not limited to:
 The Implementing Agency along with technical and domain experts should impart
proper training to Officials/ Staff of each ULB as decided by SUDA.
 The bidder must provide the training and documentation for all users of the system
across the SUDA.
 The following activities need to be performed by the bidder as part of Training
Documentation:
 Defining overall training requirements in consultation with SUDA.
 Preparation of training plan, schedule etc.
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 Preparation of training guides/user manuals for the application and installation
manual and administration manual.
 Documentation to be provided to SUDA in electronic medium and Booklet in
binding form.
 Bidder is required to provide training manuals and video tutorials for all the
modules and applications of the customized solution as per the SUDA requirements.
The manuals should be updated as and when features/ functionalities in the system
changes.
 Based on the skills of the users, the bidder has to provide comprehensive training,
recommend approach for the same.
 Bidder is required to provide application software training to end user.
 Bidder will provide training to batch of HHEs for at least 10 days first at centralized
location Raipur. Once HHE are deployed in field, bidder has to provide need based
training to them as per project requirement at cluster locations.
 13 Nagar Nigams of state are the cluster locations, where vendor has to provide
training. ULB’s falling in that cluster will come to that cluster head quarter (i.e.
Nagar Nigam) for training.
 List of proposed clusters is indicative. It can be partially amended by SUDA.
 During first 9 months of project execution, extensive, repetitive, refresher training
(at clustered location) need to be given to ULB staff regarding application usage.
Vendor has to train Master Trainers effectively & build the capacity at ULB level.
 During O&M phase, refresher training needs to be given. Also after any major patch
release, training need to be organized for master trainers for updated functionality.
Note: Any of the above activity needs to be reviewed and approved by SUDA.
 A detailed training schedule, including the dates, areas to be covered, time and the
training Literature (to be supplied to SUDA) at various stages of the cycle will be
agreed to by both parties (SUDA and the successful bidder) during the performance
of the Contract.
 Design of training curriculum will include basic awareness training, system training,
refresher training and expert training etc.
 Training materials covered with video, user manuals, help guide and graphical
representations in bilingual.
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 Centralized Helpdesk: Implementing Agency shall provide Helpdesk support for 8
hours (during normal business hours of 10 AM to 6 PM) &6 days (Monday through
Saturday, both included). The Implementing Agency shall deploy sufficient numbers
of qualified resources in Central Helpdesk during Application Development,
Customization, rollout phase and Operations/Maintenance/support phase.
Delivery parameters mentioned as below but are not limited to;

 The help desk service that will serve as a single point of contact for all ICT related
incidents and service requests. The service will provide a Single Point of Contact
(SPOC) and also resolution of incidents. State requires the AI to provide Help Desk
services to track and route requests for service and to assist end users in answering
questions and resolving problems related to the software application, network, Data
Center, Disaster Recovery Center, Client side infrastructure, and operating systems
at all locations. It becomes the central collection point for contact and control of the
problem, change, and service management processes. This includes both incident
management and service request management.
 It should provide web-based support interface to end-users and helpdesk staff to
open service requests, track problems, search for solutions and.
 It should be able to log and escalate user interactions and requests.
 It should provide status of registered calls to end -users over email and through
web.
 It should have an updateable knowledge base for technical analysis and further help
end-users to search solutions for previously solved issues.
 It should have the ability to track work history of calls to facilitate troubleshooting.
 It should support tracking of SLA (service level agreements) for call requests within
the helpdesk through service types.
 It should support request management and change order management.
 It should be capable of assigning call requests to technical staff manually as well as
automatically based on predefined rules, and should support notification and
escalation over email, web etc.
 It should be able to provide basic reports.
 It should provide provision for customer surveys to assess their service experience.
 Provide application training and handholding to new users or refresher training to
old users.
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 To make onsite changes required at server and application level.
 Onsite testing of patches or new versions received from Off-site before their
deployment, Database maintenance and Backup management.
 Issues tracking and MIS report generation.
Deployment of HHE (Hand Holding Engineers) is dealt in Resource Requirement

(Section 9).
Stage-4: Go-Live:
 The IA shall put the deployed system after testing and training to production setup.
 The IA shall ensure the usernames and passwords have been created in line with
the roles &responsibilities assigned to each individual & as per workflows defined
in the system.
Operational Acceptance
Successful completion of the contract will be gauged through a series of formal acceptance
tests performed on all aspects of the system/sub systems:
 Bidder must host the services from cloud based data center.
 The integration, legacy data migration should be completed before the official launch of the
application.
 In the go-live phase, Bidder will have to manage and roll out a beta stage where the system
will be made available and restricted only to the users in the department through an
appropriate mechanism on the web, and conduct user acceptance testing of the System
based on test cases developed by the Bidder in consultation with SUDA and validated by
SUDA. Based on the test results, required changes will be carried out and tested. Post this,
software for automated building plan approval will be officially launched and operational
acceptance will be complete.
Final Acceptance of the Application
At the end of the BSP application acceptance period, SUDA will acknowledge complete
application acceptance in writing and approve it for Go-Live. This, however, will happen
upon completion of the following:
 All required activities as defined in the bid document including all changes agreed by SUDA
and delivered by the successful bidder and accepted by SUDA
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 All required documentation as defined in this bid document including all changes agreed by
SUDA and delivered by the successful bidder and accepted by SUDA.
 All required training as defined in this bid document and delivered by the successful bidder
and accepted by SUDA.
 All identified shortcomings/defects in the systems have been addressed to SUDA’s complete
satisfaction.
Stage-5: Operation and Maintenance of the entire system:

The Implementing Agency will be required to operate and maintain the complete
end to end software solution for a period of three (3) years extendable by 2 year
after Successful implementation / date of final Go-Live of the Bhawan Sewa Portal
(BSP) on mutually agreed terms and conditions, subject to SUDA’s obligations at
law.
The Successful bidder shall maintain and support the supplied software for a period of 3
years after the successful operational acceptance, including (but not limited to):
 Three years maintenance for the software.

 Resolution of errors/bugs (if any), software updates, changes in the software that may be
necessary due to legal/statutory changes etc.
 Providing all software updates and patches released by the OEM, update and patch
management, resolution of any issues/problems with the solution etc.
 Deploy adequate facilities management personnel to maintain the software as per the
service level requirements including servicing/updation and maintenance of IT assets.
 To look after the application database and data security related matters and to
maintain security features.
 In case of significant changes to the solution by SUDA or departments, the change
requests should be incorporated accordingly.
 SUDA and departments at their discretion will undertake an exercise for complete
audit of the BSP system through a state designated agency / third party after the Go-
Live of application or at any time during the contract period. SUDA will have the
complete rights to verify all the components of the system viz. the functional,
operational, security and performance requirements etc.
 At the end of the contract period or in the event of termination of contract, the IA is
required to provide necessary handholding and transition support, handing over
the entire software (including source code, program files, configuration files, setup
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files, project documentation etc.), addressing the queries/clarifications of new IA
selected by SUDA.
 During the contract period, the IA shall ensure that all the documentation including
policies, procedures, configuration documents, etc. are kept up to date and all such
documentation are handed over to SUDA during the exit management process.
 At its discretion SUDA may also extend the contract period on mutual terms with
the existing vendor or may select the new IA for smooth running of the BSP.
 Application Hosting Support and Back Up Maintenance:-
The activities of Hosting and Back up Maintenance shall include:
a. Backup of, database and application as per stipulated policies.

b. Monitoring and enhancement of the performance of scheduled backups, schedule
regular testing of backups and ensure adherence to related retention policies.
c. Ensuring prompt execution of on-demand backups of volumes, files and database
applications whenever required by SUDA or in case of upgrades and configuration
changes to the system.
d. 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.
e. On-going support for file and volume restoration requests.
Product Upgrades
The selected bidder shall provide SUDA with all new versions, releases, and updates to all
the Software provided during the Operations and maintenance period without any cost.
7. Project Management Office by IA

A Project Management office may be set up during the start of the project. The PMO will, at
the minimum, include a designated full time Project Manager from Implementing Agency.
It will also include key persons from other relevant stakeholders SUDA, ULBs, etc. and
other officials/representatives by invitation. The operational aspects of the PMO need to
be handled by the Implementing Agency including maintaining weekly statuses, minutes of
the meetings, weekly/monthly/project plans, etc.
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 PMO will meet formally on a weekly basis covering, at a minimum, the following agenda
items - 

 Project Progress

 Delays, if any – Reasons thereof and ways to make-up lost time

 Issues and concerns

 Performance and SLA compliance reports;

 Unresolved and escalated issues;

 Change Management - Proposed changes, if any

 Project risks and their proposed mitigation plan

 Discussion on submitted deliverable

 Timelines and anticipated delay in deliverable if any

 Any other issues that either party wishes to add to the agenda.
During the development and implementation phase, there may be a need for more
frequent meetings and the agenda would also include:
 Module development status

 Testing results

 IT infrastructure procurement and deployment status

 Status of setting up/procuring of the Helpdesk, DC hosting, etc.

 Any other issues that either party wishes to add to the agenda.
Implementing Agency shall recommend PMO structure for the project implementation
phase and operations and maintenance phase.
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8. Acceptance procedure for Deliverables
SUDA will make various committees (Such as Project Steering Committee, Project Management
committee, Project Monitoring Unit, Module Committee etc…) for approving deliverables. In some
committees vendor’s representatives will also be part of.
Brief indicative description of Steering Committee is given below-
Steering Committee
The Steering Committee may consist of senior stakeholders from SUDA, its nominated/
invited personnel and Implementing Agency .Implementing Agency will nominate its head
or his/her immediate sub-ordinate to be a part of the Project Steering Committee. The
Implementing Agency shall participate in monthly Steering Committee meetings and
update Steering Committee on Project progress, Risk parameters (if any), Resource
deployment and plan, immediate tasks, and any obstacles in project.
The Steering committee meeting will be a forum for seeking and getting approval for
project decisions on major changes etc. All relevant records of proceedings of Steering
Committee should be maintained, updated, tracked and shared with the Steering
Committee and Project Management Office by Implementing Agency.
During the development and implementation phase of the project, it is expected that there
will be at least a monthly Steering Committee meetings. During the O&M phase, the
meetings will be held at least once a quarter.
Other than the planned meetings, in exceptional cases, SUDA may call for a Steering
Committee meeting with prior notice to the Implementing Agency.
General Requirements for Implementing Agency:
● Within the defined timelines, Implementing Agency shall prepare a

comprehensive project plan for entire project covering detailed tasks which are
to be carried out as a part of this project along with delivery schedule and key
milestones.
● Implementing Agency should setup a project management information system
which will enable sharing of project plan, regular status updates, issue register
with all stakeholders involved
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● Implementing Agency should define the project governance structure detailing and
highlighting roles and responsibilities for all stakeholders involved from
Implementing Agency ’s team, SUDA other vendors/stakeholders. Requirements
that are expected from SUDA need to be jointly arrived at and have to be signed off
between the Implementing Agency, SUDA and all relevant parties involved.
● Implementing Agency is expected to detail the project implementation approach,
phases involved, highlighting dependencies
● Project plan should necessarily cover areas of time, scope, quality, and risk
management for the entire project.
● Plan should also include a work breakdown structure detailing various components
expected as outcomes which need to be mutually agreed with SUDA.
● In addition Implementing Agency should also provide timelines for sharing of
supplementary plans such as development schedule, user testing plan, pilot release
plan, deployment plan, etc.
● The project plan will be revised within mutually decided timeline and shared with
all stakeholders
● Implementing Agency along with SUDA’s consent will define a change control
procedure to monitor implementation of any changes in the contract subject to
conditions as laid out in this RFP. No change will be accepted without approval of
the change control board (CCB) formed and defined as a part of project governance
structure.
● The project will be managed out of SUDA office in Raipur. At all points in the
execution of the project, key senior resources including the project manager must be
based at SUDA office. Although the project development shall be undertaken from
the Implementing Agency premises as required.
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9. Resource Requirements
Resourcing
a. The successful bidder shall provide a dedicated project manager (onsite at SUDA premises)
till successful go live one more quarter and appropriate handholding and training of the BSP
solution.
b. The successful Bidder shall identify a single point contact for SUDA as a project manager for
post go live period during the period of the contract that should be present for discussions,
important meetings and should act as one point contact for SUDA. Or same person, who was
onsite project manager during
c. SUDA will communicate its requirement to vendor’s project manager and its project
manger’s responsibility to get the work done by his/her team. SUDA will talk to single point
of contact (SPOC) of vendor both in application Development/Customization/Rollout phase
and Operations/Maintenance/support phase.
d. Vendor is independent to choose number of System administrator, Database administrator,

Functional expert, Business expert, Sr. programmer, Application development expert based
on its needs. Vendor has to ensure he complete the project on-time and with quality.
e. SUDA will need 60 HHE (Handholding Engineers) from Vendor. They will be deployed at
clustered locations (As decided by SUDA). These HHE will assist ULB staff in each and every
aspect of the project.
f. Vendor has to ensure proper training (Centralized at Raipur & Clustered locations (As per
need)) is done for these 60 HHE.
g. Out of these 60 HHE, 10 HHE will join at the end of 2nd month (T+8 Weeks). 20 HHE will join
at the end of 3nd month (T+12 Weeks). 30 HHE will join at the end of 4 th month (T+16
Weeks).
h. Vendor will monitor the performance of these 60 HHE. If SUDA found that any HHE is not
discharging his/her work properly then vendor has to replace that HHE in Fifteen (15) days.
i. In the event of non-performance by onsite project manager, SUDA will report it to vendor’s
higher management. Vendor has to ensure that he/she is replaced by competent person in 3
weeks.
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j. A centralized helpdesk for BSP is deployed with qualified and trained resources to help the
officials. Roles and Responsibilities of centralized helpdesk are defined in stage II above.
Helpdesk will be operational from Pilot Phase Go Live. In subsequent phases (Phase 1 Live,
Phase 2 Live, Phase 3 Live), helpdesk resources will be ramped up as per project needs.
During O&M phase, based on the project needs & call volume, Vendor will place sufficient
numbers of resources in help desk.
Key Personnel
Implementing Agency has been asked to give CVs of following.
 Project Manager
 Business Analyst/ Municipal Domain Expert
 Sr. Programmer/ Application Development Expert
 Database Administrator
These were called key personnel.
SUDA will mostly interact with project manager. However it is advised for the selected
bidder to make sure that same key personnel continue till 9 months (from inception of the
project) i.e. Go-Live timeline + One Quarter. In case of any extreme exigencies, vendor can
submit a representation in this regard. Deciding on the representation is at SUDA’s
discretion.
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The minimum qualifications/ Specification of the key personnel are as follows:
Roles present at Minimum Qualifications (Illustrative not Exhaustive)

onsite
● Minimum Experience should be 5 years.
● Minimum Qualification should be B.E. /B. Tech (CS/ IT/ ECE stream).
● MBA and PMP certified professional would be preferred.
● Languages known (Read, Write and Speak): Hindi, English
● Should have operating knowledge of Software technologies and development
methodologies
● Experience of project management of at least 3 IT turnkey projects involving
delivery of citizen services from multiple locations.
Project Manager
● Excellent writing, communication, time management and multitasking Skills
● ITIL/ Prince2/PMP Project Management Certification preferable
● Expertise in web applications, application development, Training and Change
Management, Portal Development etc.
● Good Analytical Skills
● Excellent Inter-personal Skills
● Good Problem Solving Skills
● Resources to be provided must be MCA or B.Tech / BE (IT/ CS/ ECE Stream or

B.E (Civil/Architecture) - with good computer knowledge.
● 1 yr. of exp. and should undergo proper training by Vendor before reporting at
respective ULB.
 Should aware of ULB and Urban Administration Structure.
 Good knowledge of English/ Hindi is mandatory. Knowledge of Chhattisgarhi is
Handholding Engineer added advantage.

 Should be able to assist ULB staff with every aspect of this project.
 In real time, should provide the hand holding support to ULB.
 Good Reporting Skills.
● Excellent analytical skills with detail oriented, problem solving attitude.
● Working knowledge of Auto CAD, Porch CAD etc. will be preferable.
Page | 46
Roles Minimum Qualifications (Illustrative not Exhaustive)
● Minimum Qualification should be B.E./ B. Tech (CS/ IT/ ECE stream) or M.C.A.
● Experience in database activities like Database Installation, Database
Database
Configuration, Real Application Cluster (RAC) configuration, GRID Configuration,
Administrator
Fail over Cluster, instance tuning, schema management, space management,
backup and recovery, disaster recovery, data replication, database refresh etc.
● Minimum Experience should be of 3 years.
● Minimum Qualification should be B.E./B.Tech (CS/ IT/ ECE stream) or M.C.A.
● Experience of solution architecting for at-least 2 large IT turnkey projects
involving delivery of citizen services from multiple locations (successfully
deployed)
Sr. Programmer/ ● Hands on experience in Open Standard Platforms and Technologies
Application ● Strong experience in application of UML, Design Patterns in design and
Development Expert architecting of solutions

● Strong Database skills including Oracle, SQL Server etc.
● Experience on the use of software development best practices, tools and
technologies.
● Should have excellent oral & written communication skills
● Ability to do Code and Documentation Review
● Minimum Experience in the field of municipal domain should be 5 years).
● Minimum Qualification should be B.E. /B. Tech (Civil/ Architecture/ Planning)
Business ● A Building Permission Domain expert with minimum 5 years’ experience in the
Analyst/Municipal domain.
Domain Expert ● Masters in Civil/ Architecture/ Planning is preferable.

● Expert with knowledge of Chhattisgarh Bhumi Vikas Niyam 1984 and other
relevant Chhattisgarh Act & Laws will be preferable
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10. Change Request and Control
This Schedule describes the procedure to be followed in the event of any proposed change in the
Master Service Agreement (“MSA”), Project Implementation Phase, SLA and Scope of Work and
Functional Requirement Specifications. Such change shall include, but shall not be limited to,
changes in the scope of services provided by the Implementing Agency and changes to the terms of
payment as stated in the Terms of Payment Schedule. SUDA and Implementing Agency recognize
that frequent change is an inevitable part of delivering services and that a significant element of this
change can be accomplished by re-organizing processes and responsibilities without a material
effect on the cost. The Implementing Agency will endeavor, wherever reasonably practicable, to
effect change without an increase in the terms of payment as stated in the Terms of Payment, and
SUDA or its nominated agencies will work together to ensure that all changes are discussed and
managed in a constructive manner. This Change Control Schedule sets out the provisions which will
apply to all the changes to this agreement. This Change Control Schedule sets out the provisions
which will apply to changes to the MSA.
10.1 Change Order/Alteration/Variation

1. The Implementing Agency agrees that the requirements/ quantities/ licenses/ specifications and
Service requirements given in the RFP documents are minimum requirements and are in no way
exhaustive and guaranteed by SUDA.
2. Any upward revision and/or additions consequent to errors, omissions, ambiguities,
discrepancies in the quantities, specifications, etc. of the RFP documents which the
Implementing Agency had not brought out to the SUDA’s notice till the time of award of work
and not accounted for in his Bid shall not constitute a change order and such upward revisions
and/or addition shall be carried out by Implementing Agency without any time and cost effect to
SUDA.
3. It shall be the responsibility of the Implementing Agency to meet all performance and other
requirements of SUDA as stipulated in the RFP document / Contract. Any upward revisions /
additions of quantities, specifications, technical manpower, service requirements to those
specified byte Implementing Agency in his Bid documents, that may be required to be made
during installation /acceptance of the System or at any time during the contract in order to meet
the conceptual design, objective and performance levels or other requirements as defined in the
RFP documents shall not constitute a change order and shall be carried out by the Implementing
Agency without any change order and without any time and cost effect to SUDA whatsoever.
Page | 48
4. SUDA may at any time, by a written change order given to the Implementing Agency, make
changes within the general scope of the Contract.
5. The written advice to any change shall be issued by SUDA to the Implementing Agency up to 4
(four) weeks prior to the due date of commencement of services.
6. In case of increase in Quantities/ Licenses / Specifications or Service requirements or in
case of additional requirement/requirement outside the signed off SRS, the Implementing Agency
agrees to carry out / provision for such additional requirement at the rate and terms and
conditions as provided in the Contract. In case of decrease in Quantities or Specifications of
goods/ equipment or Service requirements, the Agency shall give a reduction in price at the rate
given in the Contract corresponding to the said decrease.
7. In case applicable rates for the increase/decrease in question are not available in the
Contract then the rates as may be mutually agreed shall apply. The Implementing Agency
shall not be entitled to any claim by way of change of price, damages, losses, etc.
10.2 Conditions for Change Order

1. The change order will be initiated only in case
a. SUDA directs in writing the Implementing Agency to incorporate changes to the
agreed upon deliverables or design requirements already covered in the
Contract.
b. SUDA directs in writing to the Implementing Agency to include any addition to the
scope of work or services covered under this Contract or delete any part thereof,
c. Implementing Agency requests to delete any part of the work which will not
adversely affect the operational capabilities and functioning of the system and if
the deletions proposed are agreed to by SUDA and for which cost and time
benefits shall be passed on to SUDA
2. Any change order comprising an alteration which involves change in the cost of the
services (which sort of alteration is hereinafter called a “Variation”) shall be the Subject of
an amendment to the
Contract by way of an increase or decrease in the Contract Value and adjustment of the
implementation schedule if any.
3. If there is a difference of opinion between the Implementing Agency and SUDA’s
Representative on whether particular item, work or part of the work constitutes a change
order or not, the matter shall be handled in accordance with the procedures set forth in the
next section.
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10.3 Procedure for Change Control

1. Upon receiving any revised requirement/ advice, in writing, from SUDA, the
Implementing Agency would verbally discuss the matter with SUDA’s Representative.
2. In case such requirement arises from the side of the Implementing Agency, he would also
verbally discuss the matter with SUDA’s Representative giving reasons thereof.
3. In either of the cases, the representatives of both the parties will discuss on the revised
requirement for better understanding and to mutually decide whether such requirement
constitutes a change order or not.
4. If it is mutually agreed that such Requirement constitutes a “Change Order” then a joint
memorandum will be prepared and signed by the Implementing Agency and SUDA to
confirm a
“Change Order “and basic ideas of necessary agreed arrangement.
5. Implementing Agency will study the revised requirement in accordance with the joint
memorandum and assess subsequent schedule and cost effect, if any.
6. Upon completion of the study, the results of this study along with all relevant details
including the estimated time and cost effect thereof with supporting documents would
be submitted to SUDA to enable SUDA to give a final decision whether Implementing
Agency should proceed with the change order or not in the best interest of the works.
7. The estimated cost and time impact indicated by Implementing Agency shall be
considered as a ceiling limit and shall be provisionally considered for taking a decision to
implement change order. The costs can be further negotiated by SUDA.
8. A Change Control Note (CCN) would be required to be prepared, the procedure of which
has been described in subsequent sections.
9. The time impact applicable to the Contract shall be mutually agreed, subsequently, on the
basis of the detailed calculations supported with all relevant back up documents.
10. In case Implementing Agency fails to submit all necessary substantiation/ calculations
and back up documents, the decision of SUDA regarding time and cost impact shall be
final and binding on the Implementing Agency.
11. If SUDA accepts the implementation of the change order in writing, which would be
considered as change order, then Implementing Agency shall commence to proceed with
the enforcement of the change order pending final agreement between the parties with
regard to adjustment of the Contract Value and the Schedule.
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12. In case, mutual agreement, i.e. whether new requirement constitutes the change order
or not, is not reached, then Implementing Agency in the interest of the works, shall take
up the enforcement of the change order, if advised in writing to do so by SUDA’s
Representative pending settlement between the two parties to the effect whether such
requirement constitutes a change order or not as per the terms and conditions of
Contract documents. The time and cost effects in such a case shall be mutually verified
and recorded. Should it establish that the said work constitutes a change order, the same
shall be compensated taking into account the records kept in accordance with the
Contract.
13. The Implementing Agency shall submit necessary back up documents for the change
order showing the breakup of the various elements constituting the change order for the
SUDA’s review. If no agreement is reached between SUDA and Implementing Agency
within 60 days after SUDA’s instruction in writing to carry out the change concerning the
increase or decrease in the Contract Value and all other matters described above, either
party may refer the dispute to arbitration.
11. PARTICULARS PROVISIONAL

The particulars of the work given in Section 2 (SOW) & Section 12 - Summary of the scope of the
work are provisional. They are liable to change and must be considered only as advance
information to assist the Bidder.
SITE VISIT
The Bidder is advised to visit the site of work/ Current BPMS website, at his own cost, and examine
it and its surroundings to make himself aware of all information that he considers necessary for
proper assessment of the prospective assignment.
12. Summary of the scope of the work
1. Carry out detailed study and analysis of the existing system and prepare Functional and
Software Requirement Specification and Design Documents (High Level and Low Level);
which should be in accordance to rules and regulations /orders/ guidelines issued by
Central/ State government time to time as specified in detail in the section 2.2 of SOW
above.
2. Configure/ customize the COTS (commercial off-the-shelf) product meeting the system
Page | 51
requirements.
3. Supply adequate manpower to run the successful operations for the period of one (1) years
for handholding support.
4. Host the solution in the cloud environment.
5. Supply all system software, Database etc. required to run the operations Implementation of
Automated Online Building Permission System with the following major capabilities:
(i) A centralized and secured system for Department staff and external users
(Applicants / Architects/ Builders).
(ii) Enable online submission of drawings and supporting documents. Accepts online
payments and send acknowledgment.
(iii) System assists the applicants with necessary instructions for filing the application
without any difficulty.
(iv) System verifies the completeness of submission.
(v) Submitted applications are presented in a work queue of authorized Department
staff for review.
(vi) Enables notifying the applicant through Email/ SMS in case submission is
incomplete or additional information is required.
(vii) Provides workplace for all registered users and authorized Department staff. The
applicants can view the applications submitted by them previously, application
status, payment, message received from Department or sent to Department, change
in building byelaws, development rules etc in recent time (if any), etc.
(viii) To send SMS to mobile phones of citizens / Architects / employees etc. reminders
etc. Thus the system should have the facility to send SMS to wherever required e.g.
site visit information, proposal status, payment reminders and any other updates.
(ix) The Department staff (plan approval staff) will see the list of application received;
awaiting information from the applicant, application history, status, notification sent
and received, comments of other users in the workflow, reporting console and any
other features.
(x) Integrate with the existing portal and workflow engine that drives the approval
process based on various conditions. Takes the application data and documents
step-by-step in the approval workflow. If there are technical constraints to integrate
with the existing workflow then bidder should provide its own workflow at no
additional cost.
(xi) Enables uploading document with appropriate metadata and associating to an
application.
(xii) Enables searching of documents though associated metadata. Store the documents
in system files store.
(xiii) Design on Open Standards for interoperability and simple integration to existing
systems.
6. Conduct Architect / enlisted professionals training for 6 months including the master
trainer and training to the official staff of the Department for 6 months. The proposed
system is expected to be a commercial off-the-shelf product (COTS) which requires minimal
customizations to install and integrate with other systems if required. Customizations
should not include any alterations of the product code, any modifications that are not
supported by the Bidder or the service agreement, or any changes that will require re-
implementation after upgrades, patches, or service pack releases. Minor customizations can
Page | 52
include modifications in workflow, message template, report template and metadata that
are associated to a document type.
7. Capacity Building: The bidder through the process of training shall also help build in- house
capability within the department to make minor changes related to the configuration of
Development Control rules in the software, make changes in the workflow and take the
various MIS reports, to reduce the dependency on the bidder/Implementing Agency .
Specifications
Automated Online Building Permission System
1 The proposed solution shall enable the architect / owner to register itself and prepare the
drawing (site plan) on the CAD software in .dwg format. Documents should be uploaded
online and submitted for the scrutiny. The file movement should be well defined. Every
application submitted for approval to the department should have a Unique ID which should
be generated automatically through the system.
2 Should use colour coding for identification of various elements of the drawing
3 Should perform automated building scrutiny on CAD drawings and also implement building
plan approval process as an integrated system.
4 Auto generation of FAR, area statement and schedule of opening by reading preformatted
CAD drawings.
5 Auto-generation of plot area & plot area calculation for cross verification with system entered
value by triangulation
6 Should enable auto hatching of particular objects as per development control rules.
7 Should enable auto detection of side margins and verification of coverage area.
8 Should enable auto-generation of failed entity report and marking the same on the drawing.
9 Plotting of drawing submitted by Architect and processed through software in non- editable
PDF format
10 Should enable verifications according to project type- building permission or sub- division
amalgamation.
11 Auto-Generation of FSI & Built-up area Table: Should automatically insert FSI & Built-up Area
Tables with per floor detail for each Building. Same way inserts FSI & Built-up Area Table for
whole Project.
12 Verification with Actual Coverage Area: Should verify Built up Area (Max. Coverage area)
Proposed by auto punching of each Floor plan automatically.
13 Should incorporate colour coding for scrutiny of existing (in case of revised building plans)
and proposed building plans.
14 Generation of Scrutiny Reports: It should generate the various scrutiny reports dynamically
based on the Development Control Rules described by the respective Authority. Generated
report shows the Failed/Passed Items with their rules in a very user friendly
Viewable/Printable format. Reports can also be generated in local regional language.
Customization of Reports can be made using user defined templates. Software reads the
building entities from drawings, geometrically map each & every entity by corresponding
with complex & interlinked rules. After scanning and saving the drawing, scrutiny reports are
generated where all failed and passed rules are displayed with required/permissible values
with proposed values so that architect can easily correct them.
15 Should enable assessment of floor space index violation.
16 The system must provide for proper user authentication and access control mechanisms so as
to ensure that only authorized users can access relevant information.
17 The system must provide for all submissions to be acknowledged and site visit dates and
Page | 53
further approval schedule is to be provided to the architects/ client instantly.
18 The system should automatically generate an SMS which is sent to the Architect and
concerned Field staff if there are any cancellations of site visit, the system should intimate the
key relevant people so as to avoid unnecessary wastage of time. Reasons for such cancellation
should also be recorded in the system.
19 The system should generate MIS to be sent to higher authorities for approval and to make the
approval status available online.
20 The client/ Architect should be able to review the status of approval online.
21 The acknowledgment letters, Building Commencement Certificate, deviation or the rejection
letters etc. should be system generated.
22 System should generate automatically the fee memo/ demand notes based on the submitted
Building plan. System should have necessary interfaces for Fee collection and receipt
generation.
23 The system should not require architects to use any plug-in/tool/software other than CAD
software to create a submission drawing.
24 The system should be fully automated and should not require any human intervention from
submission of drawing till scrutiny report generation.
Document Management
1 Should enable submitting documents along with application.
2 Should enable associating metadata with documents.
3 Should enable storing documents in folder
4 Should enable searching documents.
Approval workflow
1 System should have inbuilt configurable workflow or integrate with the pre-existing
workflow of BPMS data and documents in the approval process.
2 Workflow should enable approval steps such as review, approval, issuance of commencement
certificate, etc.
3 Workflow should enable holding an application in its work queue seeking additional
information from the applicant.
4 Workflow should provide the application status such as – under review, pending approval,
approved, etc.
5 Workflow should displace all applications received in its work queue.
6 Workflow should enable associating notifications to its steps.
Monitoring, notifications and escalations
1 The notification events should be connected to workflow steps, user action, and timeline. The
notification engine will trigger automatic notifications to predefined users based on various
events such as pending tasks - un-reviewed/ un-approved applications, approved, rejected,
seeking additional information, incomplete application filing.
2 System will use different notifications for different events.
3 System should enable automatic and also manually initiated notifications.
4 Delivery of notification should be made through existing email system or using a SMS
gateway or both.
5 Notification for escalation (mostly for the delay in completing a task) should be available.
6 Notification for reminders should be available.
7 System should maintain the list of User ID/ Email ID/ Mobile device ID for sending
notifications.
8 System should maintain the history of notification sent.
9 System should enable status of application through status check and reporting.
Page | 54
10 Every task performed by a user should be logged in the system.
Search
1 System should enable search on multiple criteria such as application number, name of
applicant, date of submission, application status, application type, previous applications, zone,
etc. It should support search in Hindi, Punjabi and English
2 System should enable searching HTML content and documents on number of metadata and it
should support minimum of following formats: MS Office, PDF, AutoCAD, RTF, images and
Archives.
3 Search across one or more collections and get federated search results.
4 Faceted Search for fast access to the right information.
5 Filter by file format, language, keywords and date.
6 Spelling Suggestions based on terms from each collection
7 Auto Suggest and Type ahead Suggestions based on terms from each collection.
8 Automatic highlighting of user search query terms HTML and PDF documents.
9 Keyword-in-Context - search result description is displayed with content where the term
occurs.
10 Simple and Advanced Query Syntax for your most basic to complex search requirements.
11 Should support Boolean AND, OR, NOT, Fuzzy, Wildcard, Proximity and custom field searches.
12 Sort - results can be sorted by date, relevance, alphabetically or any custom field in ascending
or descending order.
13 Hit Highlighting - query terms are highlighted on search results.
14 Collections - users can search specific collections or across all collections.
15 Email Viewer - View/Export (PDF) your Outlook email messages in our web based viewer.
16 Email Alert - Setup keyword alerts for new content that is discovered
17 1. Top Clicked Documents/Pages - View the most clicked search results
Reporting
1 System should provide various reports to Department. External user should be able to view
the application status using an application tracking number. Some other standard reports will
include: The successful bidder shall be responsible for designing a detailed MIS showing
status of all applications submitted. The MIS dashboard should be designed for all
administrative level
2 MIS dashboard shall display status of all files such as Application received, Approved,
Rejected, In-process, Pending etc.
Page | 55
Mobile Application
1 Applicant should be able to submit the request for building plan approval
Applicant should be able to select the registered architect
Applicant should be able to see the status of his/her file/application
Application should have built in news facility where department can publish the
news/information to the citizens
The building inspector should be able to access the applications submitted by the architect
The building inspector should be able to capture the geo-tagged pictures of the site for
verification purpose
Application should disable the access to the building inspector once the stipulated time of
action by the Building Inspector is over
The application should have the facility for the users to submit their feedback
The application should have the facility to calculate property tax
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RFP For Selection Of Agency For Designing, Development, Implementation, Integration, Testing, Commissioning And

RFP for Selection of Agency for Designing,

State Urban Development Agency, Chhattisgarh

Citizens ULBs Implementing Agency

 Anywhere, Anytime  Improved service delivery

2.2. Services Required from Selected Implementing Agency

1. Centralized Registration: Provide a single interface for the registration of all

This module will also consist of following:-

Activity-2: Pre Checking of Drawing/Plan

i. Plot area / shape

Activity-3: Uploading/Submission of Proposal(s)

7 An automated scrutiny report indicating the required/permissible parameters and the

Activity-4: Departmental processing of submitted proposals

S. No. Area Recommendation

Inspection by Building Publish a well-defined inspection procedure and checklist on

8 certificate Mandate online submission of inspection report within 48 hours to

Allow establishments to view and download submitted inspection

Construction Permit Enablers

Enact a comprehensive uniform building code/building by-law

Ensure that the uniform building code/building by-law include

23 from compliance perspective according to the uniform building

vi. Provision for online issuance of certificate of inspections

vii. Provision for online common completion request form

25 I. Building Plan approval is provided within 30 days

II. Plinth Inspection is done within 7 days of intimation

 There should be provision to generate certificates with e-Sign/ digital signature

1 The notices, acknowledgment letters, approval letters, deviation or the rejection

Activity-8: General requirements

**Below list of documents is indicative only (not exhaustive).

Deliverable Deliverable Description

Project charter/ Detailed Project Plan should cover the following:

Training report should cover the following:

4. Cloud Services and Application Hosting

4.1. Application Deployment:

1. Application Server and services should be in failover clustered mode. A failover

1. The Implementing Agency will be responsible for provisioning of required IT

6. The Implementing Agency shall be responsible for provisioning required compute

4.3. Cloud Setup and Maintenance of the Cloud Infrastructure

5. Requirement on adherence to Global Standards

b. Privacy and Security Safeguards.

f. Law Enforcement Request

h. Performance Management: The critical SLAs for cloud services are

5.1.2 Audit Trail and Governance Requirements

5.2. Exit Management / Transition-Out Responsibilities

a. Provide necessary handholding and transition support to ensure the continuity

The indicative list of activities to be performed by Implementing Agency in each of

Stage 1: Detailed Functional Requirement study, System Requirements Study and

Stage-2: Designing, Development, Implementation, Integration, Testing, Commissioning

The various activities to be performed by the Implementing Agency during this

Inspection and Testing

The various activities to be performed by the Implementing Agency during this

Delivery parameters mentioned as below but are not limited to;

Deployment of HHE (Hand Holding Engineers) is dealt in Resource Requirement

Final Acceptance of the Application

Stage-5: Operation and Maintenance of the entire system:

 Three years maintenance for the software.

a. Backup of, database and application as per stipulated policies.

d. Real-time monitoring, log maintenance and reporting of backup status on a regular

7. Project Management Office by IA

Brief indicative description of Steering Committee is given below-

General Requirements for Implementing Agency:

● Within the defined timelines, Implementing Agency shall prepare a

d. Vendor is independent to choose number of System administrator, Database administrator,

The minimum qualifications/ Specification of the key personnel are as follows: