Tender-RFP Govt. of Karnataka CSC

Request for Proposal- Selection of Service Centre Agencies
Vol.1 – Project Information Memorandum
RFP NO. EDCS 01/CSC/ 2010
REQUEST FOR PROPOSAL
FOR
SELECTION OF SERVICE CENTRE AGENCIES TO SET UP, MANAGE

AND OPERATE COMMON SERVICES CENTRES IN THE STATE OF
KARNATAKA
VOLUME 1:
PROJECT INFORMATION MEMORANDUM
ISSUED BY
DIRECTOR
DIRECTORATE OF ELECTRONIC DELIVERY OF CITIZEN SERVICES
Room No. 110,, Gate No. 2, 1st Floor, M.S Building,
Ambedkar Veedhi, Bangalore-560 001
Phone: 080-22370282, Fax: 080-22370281
Email: edcs.director@gmail.com
Government of Karnataka 1
Preface
This Request for Proposal (RFP) is being released by the Director, Directorate of
Electronic Delivery of Citizen Servies under the Department of e-Governance,
Government of Karnataka (hereinafter referred to as EDCS for implementation of the
Common Services Centres (hereinafter referred to as CSCs) Scheme of National e-
Governance Plan (NeGP) under the aegis of Department of Information Technology (DIT),
Ministry of Communications and Information Technology, Government of India, New Delhi.
The purpose of this document is:
1. To provide an overview of the Common Services Centres (CSC) Project as envisioned
by the Government of Karnataka and an introduction to the existing IT enabled projects
serving the citizens
2. To list out the various activities and scope of the project
3. To elicit proposals from competent and eligible Companies / Consortium of companies
for undertaking this project as Service Centre Agencies (SCA)
Through this RFP, Government invites responses from those Companies / Consortium of
companies interested in participating in the CSC project to bid for provision,
implementation and support of various IT enabled Government and non-Government
services in the rural areas as described in this document.
This RFP document comprises of three (3) volumes , as listed below:
Volume 1: Project Information Memorandum
Volume 2: Commercial Terms and Instruction to Bidders
Volume 3: Draft Master Services Agreement
RFP responses should be organized in the format as detailed in Volume 2 to qualify for
participation in the evaluation process. To facilitate replies, a soft copy of the RFP is
provided at www.eproc.karnataka.gov.in. The same may be used to respond to the
Technical/Commercial bids.
Volume-3, gives the proposed Master Service Agreement, which is required to be signed
by the selected SCA with Government
This RFP is not an offer by Government but an invitation for obtaining bidder responses
only. No contractual obligation whatsoever shall arise from the RFP process unless and
until a formal contract is signed and executed by Government or other designated/
authorized officers/ agencies of Government of Karnataka.
ABBREVIATIONS
1 B2C Business to Citizen
2 BESCOM Bangalore Electricity Supply Company
3 B2B Business to Business
4 Bidder RFP Participant
5 CSCs Common Service Centres
6 CMC Central Monitoring Cell
7 EDCS Directorate of Electronic Delivery of Citizen Services, DPAR (e-

Governance), , the State Designated Agency for CSCs in Karnataka
8 DIT Department of Information Technology , Government of India
9 DRC Disaster Recovery Centre
10 ESCOM Electricity Supply Company
11 G2C Government to Citizen
12 GoK Government of Karnataka
13 GoI Government of India
14 Hobli A revenue administration unit below taluka level and above Gram
Panchayat
15 HQ Head Quarter
16 ICT Information and Communication Technology
17 IPR Intellectual Property Rights
18 MIS Management Information System
19 MoU Memorandum of Understanding
20 MSA Master Services Agreement
21 Nemmadi Karnataka Rural TeleCentre Project to set up 800 teleCentres at

Hobli Village level launched in October 2006
22 NIC National Informatics Centre
23 NeGP National e-Governmence Plan
24 NLSA National Level Service Agency
25 PPP Public Private Partnership
26 PoP Point of Presence
27 RDS Rural Digital Services
28 RFP Request for Proposal
29 Region A set of districts under Revenue Commissionerate and the bidding

unit under this RFP
30 RTC Record of Rights, Tenancy and Cultivation
31 SDC State Data Centre
32 SCA Service Centre Agency, the bidder/s selected to implement the CSCs
through this RFP
33 SDA State Designated Agency, the DEDCS under this RFP
34 SWAN State Wide Area Network
35 SLA Service Level Agreement
36 SSA Sarva Shiksha Abhiyan
37 Service The charge claimed by SCA from Government or any other agency
Charge
38 User The amount citizen/user pays for availing G2C or B2C services from
Charges CSCs
39 VSAT Very Small Aperture Terminal
40 VLE Village Level Entrepreneur
TABLE OF CONTENTS
Chapter No. Contents Page No.

Chapter 1 Introduction 5
Chapter 1.1 Vision 5
Chapter 1.2 Mission Statement 5
Chapter 1.3 Objectives of the Project 5

Chapter 1.4 Expected outcome of the CSC Project 5
Chapter 1.5 Citizen Centric projects of the State Government 6
Chapter 1.6 CSC Project 6
Chapter 1.7 Benefits of CSC Project 6
Chapter 1.8 PPP Model 7
Chapter 1.9 The Service Centres Agencies (SCA) 7
Chapter 1.10 Project period of the CSC project 8
Chapter 2 e-Governance Services 9
Chapter 2.1 Introduction 9
Chapter 2.2 Bhoomi (RTC) 9
Chapter 2.3 Rural Digital Services (RDS) 14
Chapter 2.4 ESCOM Electricity Bill Collection 20
Chapter 2.5 Other Services 22
Chapter 2.6 B2C Services 22
Chapter 2.7 Pilot project 22
Chapter 3 CSC Implementation Model 24
Chapter 3.1 CSC Project Model 24
Chapter 3.2 Regions in the State of Karnataka 24
Chapter 3.3 Setting up of CSCs 27
Chapter 3.4 New Services 27
Chapter 3.5 Facilities to be provided by Nemmadi TeleCentre Agency to SCAs 27
Chapter 3.6 Revenue support to the SCAs 28
Chapter 3.7 Revenue Guarantee for CSC Project 28
Chapter 3.8 Pre existing e-Mahile Centres 28
Chapter 3.9 CSC Central Monitoring Cell (CCMC) 29
Chapter 3.10 Revenue Model of the CSC Project 29
Chapter 3.11 Project Period 29
Chapter 4 Setting and Operationalizing up of CSCs 30
Chapter 4.2 Role of the Village CSCs 30
Chapter 4.3 Number of CSCs 30
Chapter 4.4 Operational aspects 30
Chapter 4.5 Operational Model 32
Chapter 4.6 Operators in the CSC 33
Chapter 4.7 Number of Operators in the CSC 33
Chapter 4.8 Qualification of the Operators 33
Chapter 4.9 Selection of the Operators 33
Chapter 4.10 Training 34
Chapter 4.11 Compensation to Operators 35
Chapter 4.12 Equipment at the CSCs 35
Chapter 4.13 Roll out period of the CSCs 38
Chapter 4.14 Definition of establishment of CSCs 39
Chapter 4.15 Delivery of G2C services and SLA Applicability during the CSC Roll 39
out
Chapter 4.16 Quality of Service delivery from the CSCs 39
Chapter 4.17 Service delivery metrics at CSCs 39
Chapter 4.18 Grievance and Query handling mechanism 40
Chapter 4.19 Call Centre / IVRS 40
Chapter 4.20 Payment collection and handling of physical money at the CSCs 40
Chapter 4.21 Collection of user charges from citizens 40
Chapter 4.22 Multiple modes of receiving payment 40
Chapter 4.23 Issue of receipt to user 40
Chapter 4.24 Utility bill payment 40
Chapter 4.25 Reporting system at the CSCs 41
Chapter 4.26 IT Security at the CSCs 41
Chapter 4.27 Internet connectivity at the CSCs 46
Chapter 4.28 Connectivity options at the CSC 46
Chapter 4.29 Technical support to the CSCs during the project period 46
Chapter 4.30 Equipment breakdown related 46
Chapter 4.31 Software related 47
Chapter 4.32 Network 47
Chapter 4.33 Operational support 47
Chapter 4.34 Call Centre/ Help desk 47
Chapter 4.35 CSC Uptime 47
Chapter 4.36 Branding of CSC Project 47
Chapter 4.37 Delivery of B2C Services 47
Chapter 4.38 B2C service delivery Vs G2C service delivery 48
Chapter 4.39 Charges for B2C Services 48
Chapter 4.40 Revenue share for GoK 48
Chapter 4.41 Information of GoK for introduction of new B2C services 48
Chapter 4.42 Sale of only IT and IT enabled services from the CSCs 48
Chapter 4.43 Complying with local laws 48
Chapter 4.44 Adherence to SLAs 48
Chapter 4.45 Project period for CSCs 49
Chapter 4.46 Transition plan 49
Chapter 5 Operational details of CSC Project 50
Chapter 5.2 Staffing of the Project by the SCAs 50
Chapter 5.3 Full time Project Manager 50
Chapter 5.4 Additional Supervisory Staff 50
Chapter 5.5 Development of application for utility bill payment 51
Chapter 5.6 New G2C services under RDS and other Government departments 51
Chapter 5.7 Payment, collection and settlement methods 51
Chapter 5.8 Implementation Progress Reporting by the SCA 52
Chapter 5.9 Common Transaction Report 52
Chapter 5.10 Taxes/regulatory environment 53
Chapter 5.11 Marketing / Popularization of the project 53
Chapter 5.12 CSC Central Monitoring Cell 53
Chapter 5.13 Data Security 53
Chapter 5.14 Intellectual Property Rights 53
Chapter 5.15 Audit and Evaluation of SCA Operations 53
Chapter 5.16 Confidential information 54
Chapter 5.17 Arbitration Procedures 54
Chapter 5.18 Exit Procedures 54
Chapter 6 Responsibilities of various stake holders 55
Chapter 6.1 Government of Karnataka 55
Chapter 6.2 CSC Central Monitoring Cell (EDCS) 56
Chapter 6.3 Participating Departments 56
Chapter 6.4 Service Centre Agencies of CSC 57
Chapter 7 Bangalore One bill payment system fro B2C services and other 58
utilities like BESCOM
Chapter 7.1 Responsibilities of the CSC SCAs 58
Chapter 7.2 Payment Model 58
Chapter 7.3 Responsibilities of B1 PPP Vendor 58
Chapter 7.4 Service for utility bill payments created by SCA 59
Chapter 7.5 Network and Technical infrastructure 60
Chapter 8 Service level Agreements (SLAs) 63
Annexures
Annexure 1 List of RDS transactions during pilot stage at Mandya and Maddur 64
Taluks
Annexure 2 List of RTC transactions taken place from Nemmadi TeleCentres 65
from October 2006 till December 2009
Annexure 3 Services / Certificates issued under RDS 67
Annexure 4 List of RDS Transactions from Nemmadi TeleCentres from October 68
2006 till December 2009
Annexure 5 List of Gram Panchayat Villages for CSC Location 70
Annexure 6 List of Nemmadi TeleCentres 71
Annexure 7 List of e-Mahile Centres 72
Annexure 8 Details of proposed Pilot Project on CSC by IIM-B 73
Introduction
1. 1. Vision
The Government of Karnataka’s vision for the Common Service Centre Project is that
the IT enabled Government Services should be accessible to the common man in his
village, through efficient, transparent, reliable and affordable means.
This vision shall be realized by the state Government by setting up the CSC project in
partnership with 2 or more private entities who will establish the network of common
service Centres and deliver range of G2C and B2C services through the network of
CSCs.
1.2. Mission Statement:
The mission of the CSC Project is to deliver efficient Government services at the
doorstep of Citizen.
1.3. Objectives of the Project:
The following is the list of objectives proposed for the CSC project:
Initially, to provide issue of land records and 37 other citizen centric services of the revenue
department (RDS) in a convenient and efficient manner through 4913 Gram Panchayat level
CSCs across rural Karnataka, being set up under this RFP in addition to 800 Nemmadi
TeleCentres which are already providing these services.
To provide all G2C services throughout the state as and when departments are ready.
To enhance the accountability, transparency and responsiveness of the Government to
citizen’s needs.
To provide efficient and cost effective methods of service delivery to departments and
agencies
To allow the delivery of services through partnership with a company or consortium
ofcompanies, that will be selected through a competitive bidding process.
To ensure speed and certainty of providing the services.
To enable Government departments and agencies to focus on their core functions and
responsibilities by freeing them from the routine operations like delivery of certificates, land
records, collection of utility bills of citizens and thereby enhancing the overall productivity of
the administrative machinery.
1.4. Expected Outcomes of the CSC Project
The expected outcomes from the CSC Project are listed below.
A service-oriented approach would be adopted by all the partners in the implementation of the
CSC Project viz., GoK departments and agencies, implementation partner to be selected
through the current bid process and all the other service providers. Citizen would get all the
services of the Government near his doorstep through a one-stop shop facility.
The quality of service would be comparable to the best for a comparable service in the private
sector. It would be possible to strictly enforce citizen’s charter in respect of quality, efficiency
and responsiveness in the provision of services.
Citizen would be able to see the Government as a single service provider. Citizen would feel
that Government services are accessible equally to one and all irrespective of one’s social
and economic status.
The departments and agencies would feel that they are the service providers in letter and
spirit and not the rulers of citizens.
Allow private and social sector to collaborate with the Government to offer world-class
services in rural India.
Train Village Level Entrepreneurs and business and IT management skills.
1.5. Citizen Centric projects of the State Government
Government of Karnataka has been a pioneer in leveraging Information Technology in easing

the lives of both urban and rural citizens. Bhoomi project is an unrivalled example of the
extent to which an IT enabled system can benefit the rural citizens.
Besides Bhoomi, Government of Karnataka has deployed several other IT enabled integrated
citizens centric services like Bangalore One which provides a one stop service delivery for a
host of services relevant to a city dweller like payment of all utility bills, municipal services,
passport services, booking of railway, airways and bus tickets services both urban and rural
citizens of Karnataka.
In continuation to these path-breaking efforts, the e-Governance Department launched the
Nemmadi (Karnataka Rural TeleCentre Project) in October 2006 to set up 800 rural
teleCentres, one each in every hobli headquarter in the state under a public private
partnership. Nemmadi teleCentres are providing copies of land records, mutation extract,
caste/income certificates, birth/death certificates and 37 other services of the revenue
department. Whereas earlier a citizen had to travel to a taluka headquarter to avail each of
these services, now all these services are available at his nearest hobli headquarter
teleCentre. Other Government departments like the Education, Health and Agriculture
department plan to make use of these teleCentres for delivery of their department services.
The CSC project seeks of augment the Nemmadi program by setting up 4913 teleCentres at
the gram panchayat level.
1.6. CSC Project:
In the above context GoK is interested in setting up of 4913 CSCs in all the Gram Panchayat
village head quarter across Karnataka facilitating smooth delivery G2C and B2C services to
rural citizen. Common Services Centres are envisioned as the front-end delivery points for
Government, private and social sector services to rural citizens of India. The idea is to
develop a platform that can enable Government, private and social sector organizations to
integrate their social and commercial goals for the benefits of rural populations in the remotest
corners of the country through a combination of IT as well as non-IT services.
But beyond a delivery channel, the CSCs can play a role of an effective “Change Agent” that
would provide a structured platform for socially inclusive community participation for collective
development activities. Such change, it is proposed, would be undertaken through three
important components.
1. A Public Private Partnership (PPP) Framework.

2. Rural Entrepreneurship and Market Mechanisims
3. Government Policy and Support.
1.7. Benefits of CSC Project:
The major benefits of the CSC Project are envisaged as below

Decentralization of delivery of Government services from the Hobli TeleCentres to the Gram
Panchayat level CSCs.
Provide a single window for request and delivery of e-governance services to the citizens
Cost effective, speedy and efficient interface between the Government and Citizens.
Greater transparency, objectivity and accountability in delivery of Government services.
Empowerment of all the sections of society can be achieved through better knowledge of
their rights and providing access to information.
Capacity building, literacy and employment of rural educated youth through helping them
acquire proficiency in computers.
Creation of citizen’s database on an incremental basis: This is an important service also for
the Government of Karnataka. If captured all the details of a family like name, age, education,
gender, occupation and other important details, it would benefit the Government of Karnataka
in ensuring equitable distribution of various schemes and benefits.
1.8. PPP Model
The Government is of the view that the vision and benefits of the CSC project are best
realized by setting up this project through a PPP model by selecting Service Centre Agencies
(SCAs). These Agencies would set up and operate 4913 Gram Panchayat village CSCs and
deliver various G2C and B2C services through the village Telecentres.
1.9. The Service Centre Agencies (SCAs)
The company or consortium of companies selected through the RFP process (henceforth
called Service Centre Agency (SCA)) would work with the State Government or its designated
agencies, to implement the CSC Project within their specified areas of operations.
The various chapters of the RFP contain detailed scope of work of the SCAs, However in brief
the role of the SCAs would involve the following scope of work.
I. Setting up and managing CSCs in the Gram Panchayat Villages:

Seeking out space, investing in, directly setting up, operating and maintaining the
CSCs including infrastructure (physical layout, IT Hardware, Software, and
Connectivity etc) and recruiting, employing, training and managing of the operators
on Employee model or /Village Level Entrepreneur (VLE) model of the CSCs at
the Gram Panchayat level in the state of Karnataka.
II. Delivery of G2C services through CSCs:
The SCAs shall deliver G2C services of various departments and utilities through
these CSCs. Currently, the RTC and RDS services can be delivered through these
village CSCs
III. Creating awareness:
The SCAs will sensitize the villagers about the benefits from the CSCs and will
promote the use of CSCs in the rural areas through the State level and local
promotion campaigns.
IV. Facilitate utility bill payments and other services of ESCOM’s , other state and
central undertakings and private sector agencies
The e-Governance Department in a prior project has deployed Bangalore One (B1)
under a PPP model. The SCAs have a choice of using the software solutions through
a mutually agreeable commercial arrangement with the private partner operating B1
or developing his own application and deploying for this purpose. The specifications
of the software and infrastructure will be as per the terms of this RFP.
V. Build a portfolio of B2C services:
The SCAs shall develop a portfolio of B2C services that are needed by the rural
citizens and which will help in generating additional revenue stream for the CSC
operations.
1.10 Project period of the CSC Project
The Common Service Centres set up under this RFP shall have the permission for delivery of
Government services for a period of 5 years from the date of signing of contract with the SCA.
e-Governance Services
2. 1. Introduction
The Common Service Centres that are proposed to be set up are envisioned as the front-end
delivery points for Government, private and social sector services to rural citizens of India.
CSC Project is part of NeGP initiatives consist of 27 central, state and integrated Mission
Mode Projects (MMPs). The idea is to develop a platform that can enable Government,
private and social sector organizations to integrate their social and commercial goals for the
benefit of rural populations in the remotest corners of the state through Information
Technology.
The CSC Scheme is envisaged to be bottom-up model for delivery of content, services,
information and knowledge that can allow like-minded public and private enterprises through
a collaborative framework to integrate their goals of profit as well as social objectives in
sustainable business model for achieving rapid socio-economic change in rural India.
The current chapter details some of the potential services that can be delivered through the
CSCs and their delivery processes through the CSCs.
2.2 Bhoomi (RTC)
The Government of Karnataka has been a pioneer in leveraging Information technology in

easing the lives of both urban and rural citizens. Among these applications, the Bhoomi
project is an unrivalled example of the extent to which a computerized application can benefit
rural citizens. Under the program, 200 lakh land records of 70 lakh farmers living in 30000
villages of Karnataka have been computerized. Records are in public domain and the system
is tamper proof. Experience has shown that approximately 10 lakh records are distributed per
month from 200 Taluka offices across the state. Today a farmer without fear of any official
can pay a fee and demand a copy of his land record.
Annexure 1 gives RTC issued from Taluka offices across Karnataka before the
implementation of Nemmadi Project
The CSCs are the key to decentralization of the Bhoomi program, which has enabled the
citizen to get a copy of his land record (RTC) at hobli level itself without having to travel to the
distant Taluka office.
Over he past 2 years, under the Nemmadi program, GOK has set up 800 rural teleCentres at
the hobi level to act as Common Service Centers for delivery of a range of G2C and B2C
services to the rural citizens.
Annexure 2 provides detailed statistics of issue of RTC’s from Nemmadi TeleCentres. –
IT Architecture for Bhoomi services
STATEDATACENTRE
WebServer
DomainController
Firewall
Integration Database Backup
Internet Firewall
Server Server Server
SAN
WAN
VSAT
TALUKAOFFICE
RURALTELE -CENTRE
DatabaseServer
2.2 1 Infrastructure for delivery of Bhoomi services

The various components of the service infrastructure for delivery of Bhoomi services are as
following.
I) Application
The application for delivery of computerized RTC’s has been developed by NIC. The
application currently operates on Windows 2003 environment and SQL 2000 database
Currently there exist two applications for issue of an RTC to the farmer.
II) RTC application in the Taluka office
The application for delivery of RTC records from the Taluka office has been developed on a
client server model. Bhoomi kiosks at the taluka offices are operated departmentally
exclusively by the Revenue Department.
III) RTC_on_web application
The CSC operator shall use the RTC on web application for downloading and printing of an
RTC. RTC_on_web application has been developed on ASP.Net and accesses the Bhoomi
database at the State Data Centre for querying, downloading and printing. The Bhoomi
database at the State Data Centre syncs up with the primary bhoomi databases at the talukas
on a daily basis.
Note 1: Equivalence in functionality of RTC on web and Taluka RTC application
The Government will make all effort to provide the same functionality in both services.
but,there shall be no difference between a copy of RTC delivered from the taluka and
the same copy of RTC delivered from the CSC.
Note 2: Future plans regarding RTC on web application
It is envisaged that the front-end application for downloading of RTC in the Telecentre
will be delinked from the main Bhoomi application. The team in NIC that is
responsible for Bhoomi software will write a web service and the NIC team
responsible for RDS will consume the web service. Downloading and printing of
RTC’s will be an additional service available from the RDS software.
IV) Taluka office

Traditionally Taluka offices have been the only channel for delivery of Bhoomi services to the
rural citizens. Besides issue of RTC, the Taluka office can give mutation extracts and accept
mutation requests from the rural citizen.
V). CSCs
The rural citizen can approach the nearest CSC for copy of his RTC. The CSC will access the
RTC database stored in the SDC through the RTC on web application, download, and print
the RTC for the villager.
The other Bhoomi service which can be delivered from the CSCs is mutation extract, previous
year RTCs (upto start of Bhoomi program).
Note: Continuance of the Taluka Front Office for Bhoomi
The Taluka offices will continue distributing RTC’s even after establishing CSCs at
Gram Panchayat Villages under the CSC Scheme.
VI) The Taluka Bhoomi back office: The Taluka Bhoomi back office is engaged in processing
of mutation requests
Taluka Bhoomi server: The Taluka server contains the Bhoomi database for the Taluka.
Since the inception of Nemmadi TeleCentre Project, the RDS application and RDS database
is also residing in the Taluka Bhoomi server
The Bhoomi data from the Taluka is replicated at the SDC on a daily basis. The CSCs will
access the Bhoomi records from the SDC.
2.2.2 User Fees

The user fee per transaction for various category of services shall be as per the following
service rate list:
Sl.No Service Categories User Fee (Rs.)
1 Services based on existing Backend Database like RTC 15

Services based on backend workflow for which IT Infrastructure
is put in place by Nemmadi TA.In this category RDS service for
2 Revenue Department ONLY included. 15
would be put in place by GoK departments (May be decided by
3 the Government as & when the services are rolled out)
Special category services - social security schemes, Birth and
4 Death Registration 5
User charge for G2C services which are not covered above shall be decided by the
Government. The user fees charged to the citizen at the CSC, will not be more than that
charged at the Taluka offices or at the Nemmadi TeleCentres. Government of Karnataka,
without prejudice to the share of the SCA, may revise the user charges for any service at any
point of time. User fee for B2C services can be decided by the SCA.
2.2. 3. Process for issue of land records from CSCs
The CSCs shall adopt the following process for issue of copies of RTCs, which is same as the
process being used currently to deliver RTCs from Nemmadi TeleCentres.
A citizen comes to the Telecentre for a copy of his RTC. The operator connects to the RTC
web site hosted at SDC. He authenticates himself through his unique username and
password in the website and enters the menu options.
The RTC of the citizen is searched through the unique combination of the village and the
Survey no.
Once both the CSC operator and the citizen are convinced that the survey number
Displayed in the computer screen is the same as required by the citizen the print option is to
be given.
The CSC operator enters the unique serial number printed on the blank RTC stationary form
issued to him for printing the RTC This number is verified against the stationary numbers
allotted to that particular CSC operator at the State Data Centre.
A numbered hologram is attached to the printed RTC to certify its genuineness
The printed RTC is thereafter signed by the village accountant of the village where
the CSC is located. The Government may also introduce a digitally signed RTC to obviate the
need for signature of village accountant after printing of the RTC.
2.2.4. Handling Exceptional occurrence
a) Wrong RTC printed
It is for the Citizen and the CSC Operator, to mutually agree upon the fact that the RTC being
printed is indeed the one required by the citizen. In case the RTC printed is not desired by the
citizen the Government’s share of the RTC still needs to be given by the SCAs.
b) RTC Not printed
Case 1 – Serial no. entered but RTC not printed - In case the RTC is not printed after the
serial no. is entered in the website i.e. the serial no. is committed in the SDC database of
printed RTC’s but due to a break in connection the RTC could not be printed. The unused
stationery can be returned to the SDA in return for new serial no. and RTC stationery
Case 2 – Error due to printer malfunction – While the SCAs shall make all efforts to keep the
printer in good condition incase the RTC is not printed for any error at the CSC level. In that
case also the damaged, partly printed RTC can be returned to SDA.
c) Multipage RTC
In case the CSC Operator prints multiage RTC’s, he can get additional pages issued from the
SDA.
d) Mutilated Stationary
The responsibility of mutilated or lost stationary solely rests with the SCAs and GoK will treat
all the Forms issued as used.
e) Payment for wasted RTC stationery:
The SCAs shall have to make a monthly submission to SDA, of all wasted RTC sheets for
which the transaction has been confirmed at the SDC. Based on the confirmation from SDC
reports, the SDA shall reimburse the entire Transaction cost for those failed transactions after
deducting Re. 1/- per RTC page as the cost of RTC stationary sheets.
2.2.5. Proposed process for issue of RTC stationery, post commencement of the CSC
Project
Since the CSC Project will be established by at least 2 or more SCAs, the Government will do
a central distribution of RTC forms and holograms to the SCAs at the cost to be decided by
the Government. The tracking of RTC serial numbers and holograms will be through an
application to be developed by the Government where the hologram no’s and RTC serial
numbers will be entered centrally. The same application will be used by the SCAs for onward
distribution of RTC forms and holograms to districts, Talukas and CSCs to ensure traceability
of the forms and holograms. It is the responsibility of the SCAs to track individual holograms
and RTC pages allotted to various CSCs. The serial number of the RTC form and the
hologram number shall continue to be entered in the RTC application prior to printing of the
RTC. It shall be the responsibility of the SCA to collect the stationery centrally and distribution
to the telecentres and accounting for the stationery.
2.2.6. Secure stationary and holograms for other G2C Services.

The certificates under RDS services do not carry physical signatures and therefore are
printed on a secure paper with water mark, unique number and hologram. The SCA shall pay
for the secure stationary at the prevailing market rates or as decided by the Government,
for printing all such documents under RDS. It is expected that future services of other
departments too may require printing of final documents on secure stationary as is being
done in RDS. In such case too the SCA shall pay for supply, distribution, tracking and safe
keeping of all secure stationary at his own cost or at the cost decided by the
Government. A decision on whether the stationery would be provided by the
Government or procured independently by the SCA will be made by the Directorate,
EDCS. Directorate, EDCS shall be the authority to determine the nature and design of
of secure stationery.
Secure stationary shall mean water marked (not computer water marked) and uniquely
numbered A4 size paper, uniquely numbered holograms, Seals, and include other
consumables like ink pads, stapler and staples etc. The SCA shall take prior written approval
of the SDA on the design of the water mark, hologram logo and the seal.
The SCAs shall be solely liable for any misuse of stationary at any level. The arrangement for
supply of secured stationery would be as per the current arrangement followed in the
Nemmadi project or any other arrangement that Directorate, EDCS may decide.
2.2.7. Signature less RTC
Government is making efforts to put in place PKI enabled signatures on the documents.
Consequent upon this, RTCs delivered from Taluka offices, the Nemmadi Telecentres and the
CSCs, would be digitally signed. This process which is compliant with the IT Act 2000, will
enable issue of RTC with a 2D Barcode printed on the RTC and will remove the need for
physical signature by the Village accountant on the RTC form.
2.3. Rural Digital Services (RDS)
Rural Digital Services comprise a group of 37 G2C services of the Revenue Department that
are traditionally been delivered from the taluka office. These services have since been made
available electronically at the Nemmadi TeleCentres in the hoblis. The application has been
designed to deliver the services both through a work flow based system and through a
database based system. Available data of birth and death in some talukas has been digitized
and hence issue of birth and death certificate for last 25 years is over the counter. For other
services the first request is processed through a work flow based system (for collection and
field verification of data) and any subsequent request for same document is across the
counter (provided the data is within its validity period). Till date, about one lakh certificates
have been delivered and are now available to be issued over the counter provided they are
within the validity period.
Nemmadi has deployed a back office in each taluka for processing of RDS request workflow.
The same back office processing services shall be available to the RDS request received at
the CSCs.
RDS services include delivery of various types of Caste and Income Certificates, Registration
of Birth and Death, Delivery of Birth and Death Certificates and application for Social Security
Schemes like Old Age Pension, Widow Pension etc.,
For a complete list of current services see Annexure 3.
The Government is making efforts to bring in many more services to the basket of G2C
services.
CSC
CSC
B2C SPV Banks

Services
B a se Sta tions
CSC
SER V ER S In tern et
B a se S tatio ns
C o n te n t
A u th e n tic a tio n
In b o u n d T ra ffic Firew all F irew all

DB
A p p lic a tion
S ta te D a ta C e n tre
CSC– Service Delivery SCA– Aggregation Point

AN
SW
D istr ic t
T a lu k a
State Agencies
Proposed Archicture for the delivery of RDS services.
2.3.1. Application Developer:

The current RDS application has been developed by National Informatics Centre, a Central
Government body under the Union Ministry of Information and Communication technology.
RDS services can be immediately made available from the CSCs.
37Annexure 4 gives the data on RDS certificates delivered from Nemmadi TeleCentres from
October 2006 till December 2009.
2.3.3. Infrastructure for delivery of RDS services

The various components of the service infrastructure for delivery of RDS services are as
following.
a) CSC
CSC is another channel for accepting citizen requests and delivery of the certificates to the
citizen. In the case of RDS services, the CSCs will accept the applications and forward these
applications to Taluka back offices for field verification and document generation. Once the
request is successfully processed at the back office, it shall queue in the CSC for printing and
delivery to the citizen. RDS request sent from the CSCs shall continue to be processed in the
same way as requests received from Nemmadi teleCentres on a first-in first-out principle.
However RDS ver 2.1 allows for Village Officials to accept applications for field verification
directly from the CSCs. This may involve taking a print out of applications abstract and
biometric authentication at the CSC. However no extra payment to SCA shall be made on
account of village officials using these CSCs for purpose of RDS services.
For proper coordination and smooth delivery of services from CSCs,the Government shall pay
the Telecentre Agency, for all the RDS transactions for providing back office support to the
CSCs in the taluka offices . Post Nemmadi period of 5 years, the charges towards back
office support for delivery of workflow driven services, shall be payable to any agency
entrusted with the responsibility of operation and management of Taluka/special
taluka/district back offices.
b) The Taluka back office
As mentioned in the RDS process, the requests for RDS services by citizens can be grouped
into three categories
Certificates that have already been issued and are within the validity period of the
Certificate.
Fresh requests Requests for which no entry exists in a database.

Requests of type 2) & 3) are processed at the RDS back office. Subsequent to receiving the
electronic request from the CSCs through the SDC, the request is forwarded to the relevant
authority for verification and validation. On receiving the validated record from the relevant
authority, the Back office personnel would update the database and seek approval from the
authorized signatory on a draft certificate. Once the draft certificate is approved, the final
certificate is generated and is digitally signed by the authorized signatory. This digitally
signed certificate is now stored at the state data Centre and is electronically queued at the
concerned CSC printing and delivery to the citizen.
c ) Taluka server
RDS uses the same server as that of Bhoomi. The Server would contain the database of RDS
transactions at the Taluka. The database at the Taluka is replicated to the SDC in real time.
d) State Data Centre (SDC)
The RDS application uses the SDC for both routing of requests from CSCs to the Taluka back
office and from Taluka back office to the CSCs. The RDS database at the SDC is a
consolidated database of all the Taluka databases.
The RDS database at SDC is a single database unlike that for Bhoomi where each taluka
database is maintained individually.
e) RDS Application
RDS application has been developed and is supported by NIC Bangalore. The salient
features of the current RDS technology architecture are:
RDS application is a multilingual rich client that has been developed using.NET platform on
Windows XP Professional platform.
The architecture is N-tiered, scalable, secure and is based on the concept of a Service
Oriented Architecture as far as possible.
CSCs at village level connect to central hub at the state data centre through internet for
service requests and correspondingly the front office at Taluka Office connect to local aluka
Server through the local network.
The local Taluka Server is connected to SDC server.
RDS application supports zero touch remote patch deployment where in village CSCs can
download the latest application and patch over internet.
Support for multi-lingual interface and data
RDS application uses SQL Server 2000 Enterprise edition as backend at Taluka server and
State Data centre. However in future RDS will use SQL 2005. RDS application uses a custom
communication framework based on .NET platform to ensure data between Taluka server and
SDC are in sync. Custom framework has been developed to encapsulate data routing,
transaction handling, in order & reliable delivery on low bandwidth. Unlike bandwidth hungry
options like RDBMS based replication or log shipping custom communication uses less
bandwidth and can take care of unreliable network and offline mode. Same custom
communication framework can be used in future for other services also as it is scalable and
extensible. If required, Government will put in place more robust third party tool or improved
custom build communication software. The function of the back office set up by the Nemmadi
vendor is is to provide support for the application prococessing at the taluka office for work
flow driven services like income and Caste certificates. Currently, all the work flow driven
applications taken at the Nemmadi teleCentres come to taluka back offices for necessary
processing and approval from concerned authorities at the taluka offices. Once the approval
is obtained from Tahasildars, the certificates can be delivered from the teleCentres. This
back office will extend such support to CSC project as well.
As part of administrative instruction, updates to services requests are not allowed from village
teleCentres to avoid issues related to update conflicts. However RDS ver 2.1 allows for
Village Officials using the CSCs for updating the service request. However no extra payment
to SCA shall be made on account of village officials using these CSCs for purpose of RDS
services.
RDS application supports offline functionalities and uses MSMQ support provided by
Windows XP professional to ensure durable, reliable, and secure and in order delivery of data
related to offline mode requests.
On CSCs, RDS application uses MSDE (scaled down free version of SQL Server) to store
master and some config data. Such offline storage helps in avoiding frequent hits to database
at SDC and Taluka server.
RDS application supports offline mode operation for some of the RDS services. A limit on the
no. of offline transactions from the CSCs would be enabled to minimize data loss in the event
of a hard disk crash.
The RDS application comprises the following layers:
1. Data tier (Database Layer)
CSC Project shall share the database server infrastructure deployed by GoK at State
Data Centre (SDC) and the Taluka server of the Bhoomi project for Taluka level data.
As Bhoomi project and State data centre is running on SQL Server 2000 (O/S
Windows Server 2003), RDS application uses SQL Server 2000 for data storage at
central, Taluka and MSDE at the Village telecentre level.
2. Middle tier (Application layer)
On server side, CSC Project shall share the infrastructure deployed by GoK for State
Data Centre (SDC) and Bhoomi project Taluka level server.
As Bhoomi project and State data centre is running on Windows Server 2000 / 2003
Server RDS application’s middle tier has been developed using .NET platform to take
full advantage of existing investment from GoK.
RDS application uses MSMQ 3.0, .NET based web services and server side
components as middle tier.
3. Front end (Presentation Layer)
As mentioned earlier the current application has been developed on.NET platform
and uses MSMQ 3.0; for these reasons it is necessary to install Windows XP
professional on the client machine for delivery of RDS services.
2.3.4. RDS Process

a) Workflow
As described earlier, RDS is group of services offered by the Government through various
departments and the software has been built to take care of the needs of all these
departments. Though it is difficult to define single generalized workflow process, however the
software has however been designed to cater to the needs of different types of workflows of
the Government offices. The three types of workflow of the revenue department of the taluka
office that have been implemented in the software are.
Workflow – 1: Services where Village Accountant is issuing authority for certificate / order. Ex.
Birth / Death certificate registered in current year.
Workflow – 2: Services where Tahsildar is issuing authority but does not require field
verification. Ex. Population certificate, No tenancy certificate etc.
Workflow – 3: Services where Tahsildar is issuing authority, which requires verification by
field level functionaries. Caste certificate, Income Certificate etc.
Besides the process of workflow, there are other modes under which the RDS service can be
delivered
b) Re-issue of already issued certificates
Many certificates issued by the revenue department have different validity periods. For
example, a Scheduled Caste Certificate issued to a citizen is valid for the entire lifetime of the
citizen, i.e. for subsequent reissue of this certificate at any point of time there is no need for
the Tahsildar to give directions for fresh field verification. Unlike the scheduled caste
certificate, a caste and income certificate is valid only for a year. This implies that in case the
citizen requires a caste and income certificate within a year of issue of the first certificate, the
certificate can be issued from the database and there is no requirement of fresh field
verification. Some certificates like the living certificate are valid only at the time of issue and
hence every time the certificate will be issued only after field verification.
These certificates can be issued across the counter by the CSCs as during the first service
request the certificate would have been digitally signed by the authorized signatory. The
validity of the certificate is as per the norms/rules and regulations notified by the
Government from time to time.
c) Signature less RDS certificates

The Government has already deployed application to issue RDS certificates which are
digitally signed by concerned official. So No RDS certificate issued from the CSC will have
manual signature of the officials. Besides the 2 D bar code, the RDS certificate will have a
watermark, a certificate id and a hologram to certify its authenticity
d) Issue of certificates from a database
RDS services to a citizen can be issued from a certified database also, for e.g. the Birth and
death records for the previous 20 years have been digitized. This data can be accessed by
CSCs for issue of the birth/death certificates across the counter
2.3.5. Revenue sharing in respect of transactions
a) With the exception of social security schemes (Widow Pension, Old Age pension,
physically handicapped pension) and first time issue of birth certificate, users at the CSCs will
have to pay Rs. 15/- for delivery of the any services as mentioned in the table below.
However for Social Security Schemes, the citizens would have to pay Rs.5/- per transaction.
b) SCA’s share of the User fees in the CSC Project
The Revenue share for SCA in the User fee is fixed as per the following table.
Revenue Share
Sl.No Service Categories ( for the SCA)
Services based on existing Backend Database like RTC or
1 issue of any services over the counter (OTC) 5
is put in place by Nemmadi TA.In this category RDS service for
2 Revenue Department ONLY included. 5
3 would be put in place by GoK departments 5
Special category services - social security schemes, Birth and
4 Death Registration 5
Bill payments of various Govt utilities / Tax payments with bill
5 value less than Rs 250/- 2.5
Bill payments of various Govt utilities / Tax payments with bill
6 value more than Rs 250/- 4
7 Food coupons to BPL Families 1

Per hour per machine usage with Operator but without Internet
usage and without printer charge. For fraction of an hour the
8 charge would be proportional. 25
Per hour per machine usage with Operator and with Internet
usage but without printer charge. For fraction of an hour the
9 charge would be proportional. 35
Data digitization charge of forms not exceeding 25 chars without

10 printout 0.25
Data digitization charge of forms not exceeding 100 chars

11 without printout 0.70
Data digitization charge of forms not exceeding 200 chars

12 without printout 1.5
Data digitization Charge per 1000 Chars / A4 page with printout

13 for data entry tasks not covered by categories 10, 11, 12 2.5
14 A4 size Print out on Laser (non impact printer) 0.9
15 Scanning of forms (A4 size or less scan) 0.75
16 Scanning of forms – form size A4 size - A3 size 1.75
Photography passport size using digital camera and color
17 printing on card photo quality 12
Lamination per square inch (one side) using 100 micron polymer
18 film 0.10
c) Uniformity of user charges across all delivery channels

The user charges for G2C services will remain uniform whether the services are being
delivered from the CSCs or Nemmadi village telecentres.
d) Special category of services for citizens under RDS
The special category of services to be delivered under RDS are the Social security schemes
comprising of widow pension, old age pension, physically handicapped pension. There is a
separate Directorate in Government of Karnataka who is exclusively dealing with all Social
Security Schemes. Unlike for other services for which citizen pays Rs.15/- per service, the
agency must collect only Rs.5/- for social security scheme services. .. In the CSC project, the
CSCs will charge Rs. 5/- to the citizen for social service schemes mentioned in this section,
undertake free registration of birth and death, and issue one free. As far as registration of
Birth and death, one free certificate to issued if registered within 21 days of the event.
e) Revenue Share for GOK.
A CSC, Central Monitoring Cell under the supervision of Director, EDCS will oversee the
implementation of the program.
A revenue sharing arrangement involving a 3% share to GOK will be implemented in respect

of the service charges claimed by the SCA and for utility bill payment transactions of privae
operators. In respect of B2C services where GoK is not part of any contract with participating
private partner, GoK will not get any revenue share.
2.4. ESCOM Electricity Bill Collection
In Karnataka currently, there are five ESCOM (Electricity Supply Companies) in operation –
BESCOM (Bangalore Electricity Supply Company), HESCOM (Hubli Electricity Supply
Company), GESCOM (Gulbarga Electricity Supply Company), MESCOM (Mangalore
Electricity Supply Company). CESCOM (Chamundeshwari Electricity Supply Company). It is
proposed that the collection of payments of Electricity Bills of rural citizens can be done
through this network of CSCs as well. Based on the ongoing computerization efforts of the
different ESCOM’s the Government will make efforts to expand across the state and to be
delivered through all the CSCs. While Directorate will make effort to bring this service to CSC,
the bidders may note that this is not a guaranteed offer of inclusion of this service in CSC. In
case this service is included, the process flow to be followed is given in the next section.
2.4.1. Process flow

The process for the collection of electricity bills (ESCOM’s) at the CSCs is as follows:
Each of the CSC is registered with the ESCOM sub offices (SDO) for which they will collect
the Bills. The CSCs will pay a security deposit to SDO based on the number of bills they
expect to collect. This security deposit will be treated as an advance payment against the
bills.
When the consumer approaches the CSCs, the operator will connect to the ESCOM central
server through the SDC and retrieve the relevant bill against which the payment is collected
and accept payment against the bill.
The bill payment application makes the necessary entry in the ESCOM system for the bill
amount collected.
The payment details will be stored in both ESCOM central server and on the SDC database.
The system would generate a receipt.
The CSCs would be allowed to collect Bills only up to the limit of the Security Deposit
deposited with the SDC.
The CSC operator would need to deposit the collection to the SDO’s office and obtain a
receipt.
The deposit amount will top-up the deposit balance, which the CSC operator maintains with
the SDO.
2.4.2. Proposed bill payment system in the CSC Project
SCS has three options regarding deployment of the front-end software for ESCOM Bill
payments
a) Utilization of the B1 set up for B2C and bill payment including ESCOM Bill payment
The SCA is at liberty to utilize the B1 platform for delivery of B2C and utility bill payments
currently operational in B1. In this event the SCA will submit an agreement containing the
technical, commercial and duration details as part of the commercial bid covering either all or
a selected set of services. The details of the B1 setup for B2C and utility payments like
ESCOM Bill payments is detailed in Chapter 7 of this volume of the RFP.
b) Creation of own software and infrastructure for bill payment service including ESCOM Bill
payment
The SCA can choose to create his own software for ESCOM and other bill payments subject
to the software and infrastructure meeting the standards as laid out in Chapter 7.
c) Using services of the other SCAs.
It may so happen that the SCA may wish to use the utility payment infrastructure developed
by the other SCA. In such a situation, the first SCA would be required to directly negotiate
technical requirements and pricing with the Other SCA. The SCA should sign an Agreement
for a minimum of two years and thereafter renew the same every year. A copy of this
Agreement will be submitted to the Government, before commencing utility bill payment
services. The SLA’s for this application will hold good for both the SCAs...
In all the above cases, the SCAs shall treat each other (including Bangalore One or
Karnataka One Operations Partner) as private partners and settle all payments and
commissions directly between each other as per the contract entered by them, in consultation
and concurrence with the Directorate.
d) Challenges with ESCOM’s
While collection of the ESCOM bill payments is part of the scope of this RFP, however there
exist significant implementation challenges for the following reasons.
1) Computerization
Currently while the billing process in BESCOM, HESCOM and GESCOM has been
completely computerized and the computerization process is in progress in CESCOM and
MESCOM. However, there lie significant challenges in the computerization process.
The computerization in the ESCOM’s has been done under a TRM (Total Revenue
Management) process in which the task of computerization of sub Divisions has been
distributed to different vendors as a result of which the billing data is localized in the various
sub Divisions of the ESCOM’s, each TRM vendor uses his own database application and
structure and further there is no centralization of data.
2) GVP’s (Grameen Vidyuth Pratinidhi’s)
The bill collection of the various ESCOM’s are being done by GVP’s who are local youth of
the Panchayat who fulfill both the functions of billing to the rural citizens and collection of bills
from the citizen’s doorstep.
2.5. Other Services
Directorate is presently working with many Government departments for deployment of other
services through the network of CSCs. However, there shall not be any commitment of the
Directorate towards both the number of services to be rolled out and number of transactions.
Government will make efforts to facilitate these services through CSCs. Some of the services
that are expected to be offered include
(a) Rural Development and Panchayat Raj (RDPR)- General administration support, NREGA,
Employment exchange, Vocational Education, Skill upgradation, Food coupons, Food safety,
Citizen database, collection of Panchyat taxes
(b) Education – G2G services like, Mahithi Sindhu, Mid-Day meal data, Sarva Shiksha
Abhiyan and other needs of education department’s data capture and digitization.
(c)Health: G2G Services like Women & Children data from Anganawadi Centres, food safety,
reports of ANMs and other health related data capture and digitization.
(d) Revenue – Crop Updation
(e) Utility payment – Meter reading, digitization and bill collection.
(f) Data entry exercises
Periodically various Government offices can engage the CSCs in data entry as per their
requirements
2.6. B2C Services
It is expected that the CSCs will emerge as a one-stop shop for a wide range of private
services like computer education, crop and life insurance, digital photography, utility
payments of private companies. The CSCs will also act as Business Correspondent for
various G2C and B2C services. The SCA will take lead for development and deployment of
B2C services.
2.7.Pilot Project
Government of Karnataka, in association with Centre for Public Policy of IIM-B, BSNL
and number of industries is initiating a pilot study of CSC in 15 Gram Panchayats to
design and develop appropriate service mix, technology and solutions. This pilot
may start very soon and will be done for 6 months from the date of initiation. There
will be an intensive effort on the part of the participating partners to identify the
problems of CSCs and also provide and implement solutions on an ongoing basis.
The information on the experience of this pilot study will be available to all the
participating agencies involved in running the pilot. Government of Karnataka
expects that by the time the CSC roll out starts, the pilot ready to be implemented in
the small scale and will have about 3 month experience. The agencies may like to
take this into account while rolling out the CSC. The Government has given the list of
following 15 Gram Panchyat villages in Gubbi Taluk of Tumkur district for the Pilot
project, and these GPs are excluded from the list of GP villages given in this RFP.
However, once the Pilot project duration ends, the Directorate may ask these Pilot
CSCs to be taken over by the Agency entrusted with the implementation of CSC in
that Taluk and district. The list is as under.
Sl..No District Taluk GP Village Name Total population

1 Tumkur Gubbi Adagur 7704
2 Tumkur Gubbi Belavatha 5808
3 Tumkur Gubbi Bidire 7678
4 Tumkur Gubbi Doddagunni 8387
5 Tumkur Gubbi Erraksandra 8172
6 Tumkur Gubbi G.Hosahalli 8338
7 Tumkur Gubbi Herur 8142
8 Tumkur Gubbi Kallur 8003
9 Tumkur Gubbi Kondali 6104
10 Tumkur Gubbi Kunnala 8349
11 Tumkur Gubbi M.H. Patana 7343
12 Tumkur Gubbi Mavinahalli 5201
13 Tumkur Gubbi Padanna halli 7298
14 Tumkur Gubbi Thyagaturu 7469
15 Tumkur Gubbi Shivapura 6698
Details of the proposed pilot model are enclosed in annex – 8.
Chapter 3: CSC Implementation Model
3.1. CSC Project Model
The CSC Project involves the following components, which the SCAs are expected to setup
and manage:
Setting up themselves and managing directly the operations of number of CSCs allotted to a
particular Region and SCA at the Gram Panchayat village level. However, the number is
likely to be 4913 CSCs.
Option to develop the software and other supporting infrastructure for enabling utility bill
payments or use B1 portal for bill payment services
Deploy both the existing portfolio of G2C service ( RTC, RDS as mentioned in Chapter and
other services that may come up through the CSCs.
Develop a portfolio of B2C services that will be deployed through the channel of CSCs to
make project sustainable.
3.2. Regions in the State of Karnataka.
For the purpose of administrative convenience the State has been divided into four Revenue
Regions.
The bidders can bid for one or more than one regions. However a maximum of 3 regions can
be awarded to any single Bidder. In case of urban area such as Taluka Head quarters,
more than one centre may have to be set up. The SCA shall do so on the request from
the Directorate. However, these additional centres shall not be eligible for any revenue
support that my be agreed upon/given to other centres.
The detail breakup of regions, districts and number of Gram Panchayts is given below.
Sl.No Name of the Region Districts No. of CSCs

1 Bangalore Region Bangalore Urban 72
Bangalore Rural 89
Ramanagaram 101
Tumkur 271
Chitradurga 153
Davanagere 201
Kolar 131
Chikkaballapur 130
Shimoga 222
Total 1370
2 Mysore Region Mysore 208
Mandya 204
Chamarajanagar 106
Hassan 226
Chikkamagalur 200
Kodagu 81
Dakshina 193
Sl.No Name of the Region Districts No. of CSCs
Kannada
Udupi 138
Total 1356
3 Belgaum Region Belgaum 425
Bijapur 183
Bagalkot 153
Dharwad 105
Haveri 187
Gadag 101
Uttara Kannada 186
Total 1340
4 Gulbarga Region Gulbarga 295
Bidar 147
Raichur 133
Koppal 114
Bellary 158
Total 847
Total CSCs in the state 4913
Total
No. of
Area
Name of the No. of Gram No. of
Sl.No District Talukas Panchayats Villages ( SqKm) Population
1 Bangalore Urban 4 74 668 2190 6537124
2 Bangalore Rural 4 91 949 5815 1881514
3 Ramanagaram 4 103 770
4 Chitradurga 6 155 946 8388 2536069
5 Kolar 5 133 1399 8223 2536069
6 Chikkaballpur 6 132 1520
7 Tumkur 10 275 2574 10598 2584711
8 Chikkamagalur 7 203 1034 7201 1140905
9 Dakshina Kannada 5 196 354 4843 1897730
10 Hassan 8 229 2394 6814 1721669
11 Kodagu 3 83 291 4102 548561
12 Mandya 7 207 1369 4961 1763705
13 Mysore 7 211 1216 6269 2641027
14 Chamarajanagar 4 108 424 5685 965462
15 Udupi 3 141 248 3598 1112243
16 Shimoga 7 226 1443 8465 1642545
17 Davanagere 6 204 810 6018 1790952
18 Belgaum 10 428 1255 13415 4214505
19 Bijapur 5 186 660 10475 1806918
20 Bagalkot 6 156 623 6594 1651892
21 Dharwad 5 108 361 4230 1604253
22 Gadag 5 104 329 4657 971835
23 Haveri 7 190 691 4851 1439116
24 Uttara Kannada 11 189 1246 10291 1353644
25 Bellary 7 162 524 8419 2027140
26 Bidar 5 151 599 5448 1502373
27 Gulbarga 10 300 1360 16224 3130922
28 Raichur 5 137 530 5559 1669762
29 Koppal 4 118 594 8458 1196089
Total 176 4913 24417 191791 53868735

The detailed list of Gram Panchayats where CSCs have to be set up are given in the
Annexure 5 of this RFP
3.3. Setting up of CSCs

SCAs would be required to set-up and manage CSCs at the Gram Panchayat headquarters in
the region/s allotted to the SCA. . Each SCA is expected to handle number of CSCs per
region as mentioned in the point No. 3.2 of the RFP. Detailed features of the project and the
requirements are provided in Chapter 4 of Volume I of the RFP
3.4. New Services
a) Develop front end application software

Applications for new G2C services would be developed by the Departments. However ,
Government would take the initiative in handholding a few key departments in data digitization
or in developing simple web applications for publishing information or for submitting online
applications through e forms. Government would also create a state portal for Karnataka and
a State Service Delivery Gateway (SSDG).
SCA shall provision utility and other B2C Services through the CSC by developing the
required front-end application.
In future, the SCA has three options in respect of the front-end software for Utility services.
The SCA has the option to use the existing infrastructure of Bangalore One as mentioned in
Chapter 2 ( i.e. software, data centre and network) for utility services to ESCOM’s, BSNL,
Reliance etc. Alternately he can develop his own software that will fulfill the requirements as
per Chapter 7 of this RFP or use the application developed by the SCA of the other region.
b) Utilization of the B1 set up for B2C services and Bill payments
The details of the B1 set up for B2C and utility bill payments are provided in detail in Chapter
7.
c) Creation of own software and infrastructure for new services
It is the responsibility of the Government to create Application software both for front-end and
back end deployment for any new G2C (different departments) and make it available to SCAs
for the delivery various services.
3.5. Nemmadi TeleCentres
The existing Telecentre project of Government of Karnataka to set up 800 Telecentres has
been operationalized from October 2006. The Nemmadi Project is synergetic with the CSC
program of the GOI in terms of its objectives and intent; however, the terms and conditions of
both the schemes differ.
The telecentres set up under the current program will co-exist with the CSC’s as and when
these CSC’s are established with the following conditions. However, at the end of the
contract period of the Telecentre project, if the term is not extended, the Government will
request SCA to set up Telecentres in those Gram Panchayat villages. The SCA will do so on
the same terms and conditions as laid out in this RFP.
3.5.1. The village telecentres set up under the terms and conditions as laid out in the
Nemmadi RFP will be allowed the physical monopoly of operation in the Gram Panchayat
where the Telecentre is located. The CSC’s under this project, will not be set up in the same
Gram Panchayat village where a Telecentre has been established. A list of existing
Nemmadi Telecentres is given in Annexure 6.
3.5.2. A citizen of a taluka can utilize the service of any village telecentres in his / her taluka.
This will hold good both in the existing scheme and also when the CSCs are established as
per the CSC scheme of GOI.
3.5.3. The user charges for all G2C services shall be uniform across Nemmadi telecentres
and the CSCs .
3.5.4. CSCs shall be provided with the support of back offices in processing of requests for
services under the RDS. Hence, all RDS applications received at CSCs for which over the
counter certificates cannot be given to citizens would come to back offices for processing.
RDS applications received at the CSCs may also be processed by the Village Accountant /
Revenue Inspector either at the CSC or Nemmadi telecentre as per the preference of the
taluka officials. For this no extra transaction fee shallbe payable to the SCA.
3.6. Revenue Support to the SCAs

In addition to the share in the transaction charges for various G2C services as mentioned in
Clause 2.3.5 (b) of Volume 1of this RFP, the SCA would also get Revenue Support (as per
the guidelines of DIT, GOI) from the Government. The level of support would be discovered
through this RFP, and will be payable at the end of every quarter. The revenue support shall
be payable after complete roll out (100 % of CSCs) and for a maximum period of 4 years.
3.7. Revenue Guarantee for CSC Project
The user charges and statistics of delivery of RTC and RDS services provided in this RFP are
only indicative and Government will not provide any guarantee, commitment or estimate of
the number of transactions possible in the CSCs either for the purpose of sizing of the
hardware, networking or for any other technical purposes. The bidders will have to make their
own assessment based on the data provided in the RFP, and on the business, opportunities
and growth possibilities that they perceive are feasible. However, the minimum hardware per
CSC as indicated in the clause no. 4.12.1 of this RFP will have to be put in place in every
CSC by SCA.
3.8. Pre existing e-Mahile Centres.
There are over 178 e-Mahile Centres which are set up in association with Women and Child
Welfare department. The decision of subsuming these e-Mahile Centres is left to SCAs and
e-Mahile Centre Operators on mutual understanding. However in case SCAs agree to
subsume the e-Mahile Centres, such Centres should meet the specifications set for the
establishment of CSCs on following parameters.
a) Physical layout (such as total area, reach etc) as mentioned in the clause No.4.4.2
and 4.4.3 of this RFP
b) IT and non-IT Infrastructure as mentioned in the clause No.4.12.1 of this RFP
c) Operator’s qualification and experience as mentioned in the clause No. 4.8 of this
RFP.
In case of no mutual agreement on subsuming these e-Mahile Centres, CSCs will be set up in
such Gram Panchayat Head quarter village irrespective of whether e-Mahile Centres are
located there or not. Further, once the e-Mahile Centres are subsumed, the ownership of
these Centres shall then have to be with SCA including the Operators/VLEs.
A list of e-Mahile Centres is given in Annexure 7 of this RFP.
3.9. CSC Central Monitoring Cell (CCMC)
GoK will constitute a Central monitoring cell to oversee the implementation of the CSC
Project.
1. The governance structure shall be as follows:
1. Deputy Directors – 2
2. Assistant Directors – 2
3. Technical Assistants –2
4. Public Relation Officer-1
5. Accounts Officers- 2
6. Accountants – 2
7. Project Managers -2
8. Project Manager (software) – 1
9. Developers – 2
10. Testing Engineers – 2
11. MIS Executives – 2
12. Data Entry Operators - 4
3.10. Revenue Model of the CSC Project

The SCAs would earn their revenue from:
a) A fixed share of the user charges for e-Governance services.
b) Revenue support quoted by bidders and agreed by GoK which is finalized by
Competitive bidding formalities per CSC per month (See 3.6)
c) A Transaction charge for bill collection for Utility Companies, etc.
d) Fees from the Government of Karnataka for providing services under various
Government programs like Sarva Shiksha Abhiyan.
e) Data entry charges for operations like Crop Updation or for digitization of other
Government offices.
f) Other IT Internet based services like computer education, DTP work, etc.
3.11. Project Period
The Common Service Centres set up under this RFP shall have the permission for delivery of
Government services for a period of 5 years from the date of signing of contract with the SCA.
The Government will reserve the option to extend the period of contract up to another
5 years on the same terms and conditions. However, for the extended period, , there
shall not be any Revenue support.
Chapter 4: Setting and Operationalization of CSCs
4.1. Introduction
Setting up of CSCs in Gram Panchayat headquarter villages in a region is an important part of

the scope of work of the SCAs either through Operators who work as his employees or
Village Level Entrepreneurs (VLEs).. This would involve entire gamut of activities ranging
from setting up and operating the CSCs to deliver primarily G2C services and B2C services.
The CSC is the primary citizen contact point for both receiving of and delivery of the request
of citizens for both G2C and B2C services.
4.2. Role of the Village CSCs
The role of Gram Panchayat Village CSC is to deliver various G2C and B2C services, as
enunciated in Chapter 2 of this RFP.
4.3. No. of CSCs
It is envisaged that 4913 Gram Panchayat Village level CSCs will be set up in the state.
These Gram Panchayats are distributed in 4 Revenue Regions. Section No.3.2 of this RFP
covers the details of Regions and districts of Karnataka.
The bidding unit would be a Region.
4.4. Operational aspects
4.4.1. Location of the CSCs.

The CSCs should be set up in the Gram Panchayat headquarters allotted to the SCAs The
list of Gram Panchayts has been given in Annexure 5. There are 5705 Gram Panchayats in
Karnataka. The efforts have been made to ensure that every Gram Panchayat has either
Nemmadi Telecentre or CSC kiosk.
The Telecentre should preferably be set up in the gram panchayat headquarter village of the
gram panchayat allotted to the SCA. However, it may so happen that another village in the
gram panchayat because of, population of the village, connectivity to large towns, etc. may be
a more suitable place for setting up the CSC. In such a case if the SCA wishes to set up the
CSC in a location other than the gram panchayat headquarter village he can do so with the
prior permission of GOK. In all cases the SCA will be bound by the advice given by GOK
regarding the locations where the telecentres need to be set up. As far as relocation of the
CSC is concerned, it should be done on the request of the Government or on approval from
the Government.
4.4.2. Location of the CSCs in the Gram Panchayat Village

It is envisaged that the CSCs will be accessible to all citizens of the village regardless of their
caste, creed, sex and age. It should be located in the ground floor in the main road of the
village with easy accessibility and away from improper conditions like open drains, animal
sheds etc. The Government will provide approximately 150-200 Sq.ft. of room in the Gram
Panchayat Building wherever possible. However, SCA needs to follow below mentioned
guidelines.
(a) Wherever possible, Government will provide approximately 150-200 sq.ft space in the
GP Building to set up CSC.
(b) In case GP has provided space to SCA for setting up of CSC, SCA needs to pay the
rent as prescribed by that Gram Panchayat office including electricity charges
(c) In case Gram Panchayat is not in a position to provide required space, the SCA
needs to locate the CSC in a suitable building as mentioned above at his own cost.
(d) Subsequently, as and when Gram Panchayat is ready to provide space for the SCA,
CSC can be shifted to GP building at his own cost and on rental basis.
It is envisaged that the TA will maintain continuity in terms of the location. However in case of
exigency the location can be shifted with prior permission of GOK
4.4.3. Configuration of the CSC

The CSC shall be designed in a manner that every rural citizen including women and aged
feel safe entering the premises and obtaining services from the CSCs.
The SCAs shall implement Government guidelines on layout plan, civil work, color schemes,
furniture and operator uniforms that for the purpose of standardization and uniform look and
feel of CSCs across the state.
4.4.4. Space
The CSCs should be housed in about 150-200 sq. ft. area with adequate working space for
two people, furniture and storage space for documents, stationary and cash. The room unless
it disagrees with the local style of building construction should have cement flooring, concrete
roof and pucca walls without any water leakages from any side.
In all cases, the CSCs should be housed in a good quality structure with the room having
good ventilation and lighting.
4.4.5..Furniture
CSCs should have furniture for housing the IT infrastructure and seating of operators and
customers, in addition to basic requirement of tables & chairs, notice board and required
storage.
4.4.6. Seating area
The CSCs should have seating facility for at least five citizens at a time and incase the CSCs
offers training services to students under Sarva Shiksha Abhiyan then it should have facility to
seat at least 10 students at one time.
4.4.7. Timings of the CSCs
The CSCs should remain open from 9.00 AM to 6. 00 PM on all days excluding Sundays and
state Government holidays.
4.5. Operational Model:
 SCA can opt for either employee model or the VLE model.
 In case of Employee model, the entire investment on the CAPEX and OPEX
shall be the responsibility of the SCA
 In case of VLE model:
o At least 50 % of the investment (CAPEX) shall be from the SCA. SCA

shall demonstrate this to the satisfaction of the Directorate.
o SCA has the option of directly engaging with Village Level

Entrepreneurs for setting up and running the CSCs OR with District
level Agencies/Companies for setting up and running the CSCs. In
either of the cases, the complete responsibility of obligations under the
RFP including SLA compliance and all other required compliances shall
be of the SCA.
o VLEs or the District Agencies shall satisfy the minimum eligibility

requirements as specified in the RFP.
Ownership of the equipment: The equipment deployed in the CSCs should be owned
by the SCAs in the employee model. However ownership of the equipment though
financial leases, etc. will also be considered. The SCAs shall provide proof of purchase/
financial lease before he is allowed to start operations.
If the SCA decides go in for VLE (Franchisee) model, the SCA should clearely mention
the same in the Inter-Se Agreement. SCA must specify the prporation of the investment
compared to VLE must be part of the Inter-Se agreement and business plan submitted by
the budder. However, the quantum of Investment and the owenership of these CSC will
not exceed 50% of the total investment for the Village Level entrepreneurs (VLE) . In
oher words, in case SCA opts for VLE model, the investment from SCA in setting up of
CSCs in terms of IT and physical infrastructure, shall be at least 50% of the costs. The
SCAs can also have MoU with such companies/Agencies who may have financial and
managing capabilities at the district level for smooth functioning of CSCs. However the
SCA is responsible for all the omissions and commissions of the Village level
Entrepreneurs (VLEs) and Government of Karnataka will hold SCA responsible for all the
acts of the VLEs.
Both the SCA and VLE should indemnify the State Government against any
charges/claims by the VLE
4.6. Operators in the CSCs.
The SCA has the option of employing Operators who are his employees or appointing Village
Level Entrepreneurs (VLE) or Franchisee who will provide an operator
At the first level would be the Operators, who are either employees of the SCA or Village
Level Entrepreneurs (Franchisee) identified by the SCA who work as Operators. The SCA
would manage a network of Operators/VLEs who in turn would manage the operational
business of the CSC at the Village level. The VLEs will report to the SCA. Village Level
Entrepreneur (VLE) / Operator is the key to the success of the CSC operations. A good VLE /
Operator would be one who has good entrepreneurial skills, strong social commitment as well
as respect within the community. The VLE/ Operator would manage the CSC business at the
ground level.
The SCA will mention the details of the arrangement the SCA proposes to make regarding
recruitment and deployment of manpower including operators and VLEs in his technical
bid. However, Irrespective of the recruitment arrangements, The SCA shall be accountable
and responsible for all the actions and activities of the CSC operators be it employees or
VLEs.
4.7. No. of Operators in the CSCs.
The selected SCAs should deploy at least one operator at each of the CSCs to ensure
service delivery of G2C services to the citizens and to ensure that SLA’s of CSC operations
are met. However, the SCA should deploy second Opertor to manage second machine in the
CSC if G2C and B2C services are increased and in any case if the quarterly transactions
increase beyond 1500. Delivery of G2C services will take precedence over delivery of B2C
services.
4.8. Qualifications of the Operators.
In case of Employee Model: The Operators selected to run the CSC should be at least 12th
class pass with knowledge of local language. They should have prior knowledge of computers
The e-Governance Secretariat retains the right to test the operators for knowledge of
computers and suggest changing of operators in case operators fail the test and the SCAs
shall comply with such requests.
In case of VLE Model: The SCA would scout for VLEs from a given geography. It is important
that the right VLE is selected through an appropriate selection and training process. The
minimum qualification of such VLEs would also be at least 12th Class pass. The SCA will
have to get into suitable agreements with the VLEs clearly delineating their respective roles,
responsibilities and Service Level Liabilities. Once the SCA has entered into an agreement
with the VLEs, the SCA would be responsible for maintaining documents and database of
information related to the VLEs The relationship between the SCA and VLE would be the
sole arrangement between themselves and neither party, SCA or VLE shall under no
circumstances construe their relationship as being part of the Government of Karnataka or its
employees.
4.9. Selection of the Operators/ Village Level Entrepreneurs
In recruiting CSC operators/VLEs, the SCAs shall give preference to candidates from the
village where the CSC is located. However the CSC operators should definitely be from the
same region or district so that he can establish rapport with the citizens. The CSC operator
should have fluency in reading, writing and speaking Kannada. The SCA must deploy
additional Operator if required at the request of Government.
4.10. Training
The SCA must provide in their technical bids a training strategy and methodology plan for
training the CSC operators. Training will be of two types’ initial training and periodic training.
It will be the responsibility of the SCA to train the VLE on various aspects of the CSC
business, particularly the delivery of G2C services.
4.10.1. Initial Training
Before commencement of the CSC operations in the state / district, the SCA shall impart the
necessary training to all the CSC operators, District/Taluka Supervisors and Program co-
coordinators both in case of Employee Model or VLE Model.
This training will consist of knowledge of computer operations (if required), refresher training
on computers and operational knowledge on the e-governance applications like RDS, RTC on
web and Health department. The Operators will also function as business development
agents in the village. Therefore, suitable business training in keeping accounts, customer
service and promoting the CSC business has to be imparted to the operators by the SCAs.
The GOK can either design a suitable examination or ask the SCAs to design this
examination to test the knowledge of the trainees. The Operators will need to take this
examination and obtain the minimum qualifying marks prior to appointment as operators.
The SCA will ensure adequate back end support to the VLE. The SCA should ensure that
each and every VLE is involved in effective delivery of content and services. The SCA sales
team at the district/taluk should also provide appropriate support to drive the CSC profitability.
4.10.2. Refresher training
It is expected that the SCA will organize periodic (at least bi-annually) refresher training for
the CSC operators (including VLEs) for computer operation, application knowledge and
concepts of business management. This is necessitated because for most CSC operators
both computer operations and the concepts of CSC business are new and they will need
continued support and handholding for efficient delivery of services to rural citizens.
4.10.3. Periodic Training
Periodic training will be organized when either a new e-governance service or substantial
changes in the existing software is introduced. Periodic training is separate from refresher
training mentioned above though the both can be combined.
4.10.4. Training Content
The Government department whose service is being introduced will provide the content of the
training program to the e-Governance secretariat. This content will comprise of the features of
the back end processes and domain knowledge specific to that Government department. .
In case the SCA has developed the front-end application, the training will be provided by the
SCAs.
4.10.5. Training of trainers of the CSC operator
In case knowledge on backend processes or domain knowledge is required, the Secretariat of
e-Governance with the help from the concerned department and application developer will
train all master trainers of the SCA on a new service in Bangalore and three other central
places in Karnataka. Cost of this training and the place shall be funded by the SCAs.
4.10.6. Training Cost
The Cost of training/retraining/refresher training/periodic training of operators (including
VLEs) will be borne by SCAs.
4.10.7. Place of training

The Place for training needs to be organized by the SCAs though he can approach the
District administration / Taluka administration for providing training Centres which they may
do at their convenience. Suitable advice will be issued to the District Administration by the
Secretariat of e-Governance.
4.10.8. Disruption to operations due to training
SCAs shall organize training programs in such a manner that CSC operations are not
disrupted.
4.11. Compensation to Operators
The SCAs shall pay all its CSC operators’ wages not less than the minimum wages
prescribed under the law. SCAs shall also ensure payment of all statutory employee
contributions like ESI, PF etc., as required under the law. The SCA is solely liable for correct
and timely disbursal of salaries to its employees.
4.12. Equipment at the CSCs
4.12.1. Bill of Materials for the CSCs

The SCAs shall deploy the following equipment in the CSCs
Sl.No Equipment Quantity
1 Personal Computers (specification as mentioned ) 2
2 Laser Printers with 1200 DPI and above* 2
3 Modem or equivalent CPE for connecting internet 1
4 Web Camera 1
5 Biometric finger print scanner 1
6 Bar Code Scanner 1
7 Color Scanner (600 X 600 DPI Optical) 1
8 UPS/Generator/Solar or any backup power device for a 1
minimum power backup of at least 8 hours during working hours
9 Telephone (Landline / mobile) connection 1
* Second Printer should be supplied to all the CSCs at the end of first year of operations. If
not done, the penalties mentioned in Sr.No.1 of the Schedule 1 of the Vol 3 of the RFP.
Note: Non compliance to requirement of at least 8 hours of power supply back up during
official working hours, would result in rejection of Technical Bid
4.12.2. Up gradation of infrastructure
The SCA will deploy an additional machine and printer, if the number of transactions per
machine in a quarter exceed 7500, the SCA will deploy an extra computer at Telecentre
within 1 month of the quarter where no. of transactions have exceeded 7500. The SCA must
plan for additional IT infrastructure during peak season i.e., April-August, irrespective
of threshold transactions.
4.12.3. Adding additional equipment

In addition to the above the SCA can add hardware like digital cameras, photo printers, more
computers, hand held devices, LCD projectors etc., based on the SCA’s anticipation of
business. However, addition of more devices should not compromise the delivery of e-
governance (G2C) services.
4.12.4. Machine configuration in the CSCs
The minimum configuration required is below
Asset Type Details Indicative Specifications
Processor  Intel Core 2 duo or AMD Athlon X2

Computer  2.3 GHz, 1300 MHz System Bux ,
Terminals  2 MB Cache, OR more
 Should be able to support 64 bit
 application
(Two numbers) 
Motherboard Intel 945G AMD 780G chioset OR above
 2 GB DDR2
Memory
 80 GB, SATA/IDE, 7200 RPM or

Hard Drive  Higher
Optical Drive  52X CD RW /DVD R Combo
Speakers  Set of Speakers

 Onboard IHigh Definition Audio
Audio / Sound
System OR Equivalent
 Onboard integrated 10/100 Mbps

LAN  LAN 10/100/1000 LAN LAD
Fax/Modem  56.6 Kbps Internal card or higher

 6 USB (2.0 version), 2 PS/2 ports,1
I/O Ports
 VGA Port,1 RJ45 LAN Port, Audio Port, 1
DVI Port
 USB or PS2 or serial , 107 Keys Keyboard

Keyboard /
wired / wireless
Mouse  USB, PS2, Optical 2 button scroll Mouse -
wired / wireless
 At least one 17’’ TFT Colour Monitor

Monitor
 Windows XP/Windows 7
Operating System
Warranty  3 years comprehensive warranty

 1200 DPI Output quality
Printers Laser Printer-
 >15 PPM
 Memory- 16 MB SDRAM Standard
 Paper Trays- 100 Sheets

Asset Type Details Indicative Specifications
 1200 DPI Output Quality

Additional Printer Laster Printer
(to be supplied at  >15 PPM
the end of first  Memory- 16 MB SDRAM Standard
year of operations)  Paper Trays- 100 Sheets

Intelligent Face Tracking
Video input Web Camera
VGA Sensor for low light video capture
Built in microphone
Low distortion, wide field of view lens
1.3 MP Resolution still photo capability
USB2.0 high speed connectivity
In case of Broad band and Wireless

Consumer Premise Networking
Connectivity - ADSL Router with WAN modes
Equipment
supported: Connects to host through
10/100Base-TX Ethernet Port
OR
 IDU for connecting VSAT
1 1200 DPI with Flat bed
Scanner Scanner
2 Minimum 8.5 inches
3 Memory Capacity- 4000 and above UPC-A
code
 32 KB
Digital signature Smart Card
 Pre printed PVC body
 Security-3DES and Key
 management
Digital Signature Finger Print device, Smart 1. Finger Print Device
device Card reader and 2D Bar
2. Smart Card Reader
Code reader
3. 2D Barcode reader
Ability to read smart card as per the specs
• UPS / Generator / Alternate
Power Backup Minimum 8 hrs of back up power during official
Sources including non-
working hours
renewable energy sources
IT Software
a. Licensed version of Windows XP
Office Utility Software
Web Based On/Off line mode access using Interne

SCA Portal/ Application
Explorer or compatible Web Browser
Anti Virus Client
IS Security
Enterprise Management
b. Enterprise/ network Management client/ agent.
As and when new applications are developed by the Government for rolling out more G2C
services, it shall be the responsibility of SCA to upgrade the IT infrastructure to enable the roll
out of the services through CSCs.
.
4.12.5. Non pirated software
The SCAs will not deploy any pirated software and will use only licensed software or software
that is free from software licensing norms.
4.12.6. New machines to be procured for CSCs
The SCA will procure brand new machines (including computers, printers and other peripheral
devices) for the CSCs.
4.12.7 Make and Brand of the equipment
The SCA should purchase equipment from any of those vendors empanelled by e-
Governance Secretariat to ensure that there are no issues related to support of the computers
in the CSCs.
4.12.8. Warranty
All the machines should be purchased from manufacturer offering a 3 year comprehensive
warranty for the equipment
4.12.9. Serviceability of equipment during the project period
It is expected that the SCA either through warranty or Service agreement with the hard ware
vendor should provide Servicing facility including change of spare parts.
4.12.10. SCA Portal
(a)The core business services of SCA may be made available to CSCs through a
centralized SCA portal /application. This portal could offer information, applications and
services in one place. Thus, it will inherently organize tools to help the SCA/Operators to
organize their electronic workspace, their daily tasks, and their jobs as a whole.
(b) The SCA will extend technical support to Operators (including VLEs) and undertake
critical services such as remote diagnostics of the CSC IT infrastructure and provide
training and guidance to manage the CSC. From a technology. Perspective the SCA/CSC
relationship is discussed hereafter
(c ) SCA shall be the first point resolution for all technical issues at the CSC. Hence the
SCA should ensure:
1. Helpdesk assistance
2. SLAs for resolution of issues
3. Provide CSCs with IS Security guidelines
4. Provide periodic training to Operators
5. Conduct periodic review of CSC environment
6. Collate data to help Operators in performance appraisal
7. Provide means to upgrade software versions
8. Patch updates for operating system
4.13. Rollout period of the CSCs
It is expected that the SCAs will start establishment of CSCs within 30 days of receiving the
approval from Government of Karnataka and will complete the rollout within 12 months.
The rollout schedule for establishment of CSCs in each region is as following.
S No. Milestone End of
1 Contract Signing date T1
2 Total of 30% CSCs to be operational T1 + 3 months
3 Total of 60% of CSCs to be operational T1 + 6 months
4 Total of 80% of CSCs to be operational T1 + 8 months
5 Project completion 100% of CSCs to be operational T1 + 12 months
4.14. Definition of establishment of CSCs
A CSC is considered to be established if all necessary activities have been carried out as
prescribed in the relevant sections of this chapter which include.
1. Setting up of the physical space.,
2. Installation, configuration and testing of the equipment and loading of the necessary
software
3. Recruitment , training and placement of the operator/VLEs
4. At least one RTC downloaded and printed at the CSC from the State Data Centre as
evidenced from the transaction data base at the state data Centre..
4.15. Delivery of G2C services and SLA Applicability during the CSC Rollout Period
SCA shall make available existing G2C services. eg., RTC and RDS services from all
established CSCs once 20% of CSC roll out is completed.
The Operational SLAs shall be applicable on all established CSCs from the 4th Month of the
roll out schedule as mentioned in Sec 4.13 of Vol.1
4.16. Quality of Service delivery from the CSC
The CSCs are being set up for serving the rural citizen with various G2C and B2C services
that are currently not available to him. All efforts should be made by operators manning the
CSCs to be courteous to the rural citizen who comes to the CSC to avail service.
4.17. Service delivery metrics at CSCs
The CSCs will be the receiving point for all citizen requests for G2C services like RTC and
RDS, utility bill payments for ESCOM and other G2C services. It is envisaged that there will
be three types service delivery for rural citizens for both G2C and B2C services
a) Services that can be delivered instantaneously– like RTC, RDS certificates across
the counter, utility bill payment.
b) Services that will delivered within a few days of the request for e.g: RDS certificates
or railway tickets
c) Services that will be consumed over a long time for e.g computer training
d) The SCAs shall prominently display following items at each CSC,

• Citizen Charter
• Pricing
• Timings
• Operator’s name and address and contact details
• Call centre details
• Complaint Box/Register
4.18. Grievance and Query handling mechanism
The CSCs will maintain the following to receive and address complaints of rural citizens
a) Complaints and suggestion book duly numbered and signed by the
representatives of the Government.
b) Software to record complaints
c) Telephone no. / mobile no. of his supervisor / district in charge if any and telephone
no. of suitable senior officer at the headquarter.
The CSC operator will digitize the contents of the complaints and suggestion book once a
week and submit it to GOK. Representatives of the e-Governance secretariat shall check the
complaint and suggestion book from time to time.
4.19. Call centre / IVRS
The SCA shall establish a Call Centre to address the queries and complaints of the
customers. The call centre will have an IVRS system installed to handle public queries and
answers to frequently asked questions on RDS like what is RDS, location and timings of
CSCs services available through CSCs, the process and timelines followed for various
services and any other issues that might be seen necessary as determined by Government of
Karnataka.
4.20. Payment collection and handling physical money at the CSCs.
The SCAs would be responsible for collection of user charges and handling physical money
at the CSCs and GoK shall not have any responsibility for this.
SCAs shall submit his detailed payment handling and collection plan as part of technical bid.
4.21. Collection of user charges from citizens
The SCAs shall not charge more than the user charges prescribed in the RFP or as
decided by the Government from time to time, for G2C services.
4.22. Multiple modes of receiving payment
It is currently envisaged that the rural citizens will make payment to the CSC Operators by
cash but considering the 5-year lifetime of the project it is expected that banking facilities will
also be widespread in the rural areas. Therefore, over the course of the project period, the
CSC operator can make arrangements to accept other payment methods like cheque, DD,
credit & debit card, direct bank transfer, mobile payment, micro payments and other payment
methods. The required provisions in the software shall be made by the application provider to
support these multiple modes of payment when SCA starts acceptance of these multiple
payment options.
4.23. Issuance of receipt to user
The CSC Operator should issue a receipt to all citizens for all services. Most transactions at
the rural CSCs will be low value transactions and it may not be economical to issue
computerized receipts. However, manual serially numbered receipts with duplicate copy
should be issued to the customer for all transactions. GOK can inspect this receipt books and
SCAs should maintain these receipt books for at least 2 years for audit purpose.
4.24. Utility Bill payment
In case of utility bill payment, the SCAs shall issue a printed receipt generated through the
application. The SCA should keep signed copy of the receipt for the purpose of non-
repudiation.
4.25. Reporting system at the CSCs.
Government will develop an application that will report all transactions at the CSCs including
RDS, RTC, other G2C services, utility bill payments and other B2C services deployed at the
CSCs.
Refer Section 5 of this RFP on MIS reports section for more details.
4.26. IT security at the CSCs.
The CSCs will adhere to the following IT security guidelines

a) Data/Application security
Given below is the set of requirements which the proposed system and theSCAshould
implement so as to mitigate all forms of threats.
i. Information Security
• CSC Transactions are sensitive in nature. It is therefore essential that security,

consistency and integrity of data and transactions be maintained at all levels
• TheSCAneeds to prepare and hand-over as a deliverable an Information Security (IS)
Policy Manual to the department which will govern and guide the department’s IS
practices.SCAshall develop the policy using global standards such as ISO 27001 and
BS 7799. This information security policy will be reviewed by the 3rd party auditor
(TPA) for its conformance with ISO 27001 and BS 7799 standards and once it is
approved by the TPA then only it should be implemented by theSCA.
• TheSCAwill also have to adhere to the IS Policy Manual throughout the entire
duration of the contract.
ii. Physical Security
• :
• The kiosks which would host the desktops and other infrastructure as mentioned in
the earlier sectionSCA should be physically secured by theSCA
iii. Application Security
• Internal Users (Department Users / Operators) should not be able to login to the
application without providing login credentials, biometric authentication and digital
certificate
• The application should have capability to enforce required password policy (e.g.
minimum password length, complexity requirements, password age etc)
• The application shall restrict storage of duplicate User ID
• The application should lock out user Id after performing a configurable number of
unsuccessful attempts
• Application user Identification & Authentication transactions should be encrypted
• Application should restrict to authenticate a user whose password has expired until
the user changes the expired password
• The application should display an appropriate warning message upon successful
login or failure
• The application should enable the creation of different user groups, and the
assignment of different privileges to each group
• The application should support role based access control to enforce separation of
duties
• The application should display the last login status (successful/unsuccessful, time) to
the user
• In case the system is being accessed by other systems / web services / interfaces,
the system should perform due authentication
• It is preferred that no direct access to the database is provided to any external
agency unless required and approved by the department
• In case of data upload (e.g. upload of a XML file / Excel file / ASCII file) or data
transfer the application shall have controls such as data totalling / control totalling /
checksums to ensure that the data transfer is complete and accurate
• System capable of FTP with SSH (also known as Secure FTP or SSH FTP) ports
• Data transfer to and from the application / web server should be encrypted using SSL
3.0 128 bit encryption. The encryption process should ensure point to point
encryption from the client to the application/web server.
• Each data generated out of the system such as MIS or any other information should
be time stamped and digitally signed so as to ensure non-repudiation.
iv. Data Protection
• The application should store password and other key data content in encrypted form
• The database/file which stores username and password should be secured and have
restricted access
• The application shall support SSL encryption mechanism for transferring data across
network.
• Provision should be made to ensure that data in any form should not be copied on to
any external media without authorization
• Provision should be made to encrypt the backup of database using an asymmetric
algorithm such that the key for decrypting lies with one single individual
• Complete end point data protection should be provided such that any type of data
pilferage using unauthorized copying, storing and emailing will be prohibited
• Any data copied or moved out of the system should be encrypted with the public key
of the recipient
v. Database Security
• Employees must not have access to the database prompt of the application. Access
to the database prompt must be restricted only to the database administrator and / or
a person designated for generating MIS reports. “Super user” rights for the database
must only be given to the database administrator and the activities of these accounts
must be properly logged
• Even the super user should not have access to the data stored within the database
• Access to the data from any non-application platform should be strictly prohibited
• The service provider shall ensure that, any Sub contracted employee shall not have
any administrative rights to the Operating system or DBA rights to databases
• The database administrator (personnel ofSCA) shall ensure the latest patches
released by product vendor are applied on timely manner
• The database configuration shall adhere to base line security guidelines released by
product vendor
vi. Application Deployment
• Basic hygiene check (security check) shall be done for the Operating system on
which the application is installed
• All unused ports, both software and hardware, should be blocked at client PCs and at
Server machines
• The application server shall be segregated from user zone through firewall or other
filtering mechanism
• The application server should be protected with appropriate Antivirus software
• Any version upgrade / changes in application software shall not be performed on the
production server directly without appropriate methodologies of staging in testing
environment
• Any version upgrade/ changes in application shall be implemented in staging / test
server. The application shall be migrated to the production environment only after
adequate testing and approval from the department
• Access to application server would be restricted to system administrator.
• Capability to modify and change an application over the application server (read
patch deployment) should be password protected such that any change to the
application server can only be done by authorized personnel. All activities performed
over the application server should be logged and any critical exceptions should be
escalated as an alert to department officials.
• Any patches before being deployed should be thoroughly audited by department
officials.
• TheSCAshall implement and maintain dedicated staging/test environment even after
go-live of the new system
vii. Personal Information Processing / Storage Equipments
• Personal equipment like laptops, disk drives, pen drives etc. will not be allowed
inside the Kiosks
• Any such devices if brought into the Kiosks will require prior permission from
concerned authorities
• All information storage media (e.g. hard disks, magnetic tapes, CD ROMs etc.) will be
physically secured
• Physical access to magnetic tape, disk, CD libraries etc. will be restricted to
authorized personnel based on job responsibilities
• Back-up media will be stored in fire resistant safes or cabinets
• Any storage media (e.g. hard disks, magnetic tapes, CD ROMs etc.) should not be
allowed out of the central hub / other office locations, without adequate clearances /
approvals. All movement of storage media from the central hub / other office locations
should be appropriately recorded with reasons for movement
• The inventory of all information storage media (e.g. hard disks, magnetic tapes, CD
ROMs etc.), used within the central hub / other office locations should be maintained.
The inventory should be reconciled on a monthly basis
viii. Computing Environment
• All workstation hardware and associated peripheral equipment will be marked with a
unique asset identification code. The asset identification code will follow a defined
naming convention that would uniquely and appropriately identify the asset
• USB ports will be deactivated in all desktops / laptops, used by theSCApersonnel, so
as to prevent use of pen drives, external disk drives etc. No CD-R drives should be
provided except at the instance of the department
• Any unauthorized connections to the Internet should be restricted
General guidelines on computer virus control
• Latest version of anti-virus should be installed on all workstations, laptops and

servers
• The anti-virus software should also have Client firewall, Anti-spyware, Anti-malware,
Anti-adware
• All servers and desktops shall automatically update the virus definitions from
Internet/centralized server on daily basis. (The centralized server would be deployed
and managed bySCA)
• The deployed anti-virus solution should include but not be limited to the following
scanning capabilities: On access scanning, real time scanning, On-demand scanning,
Scheduled scanning, heuristic scanning and compressed file scanning
• The Antivirus solution should support automatic and manual program and definition
update
b) Redundncy for hard disks for desktops/laptops

To reduce chances of data loss, the SCA is mandated to deploy two hard disks with OS level
mirroring in each of the two computers.
c) Admin access
The CSC operator will not have administrative privileges on the machine at the CSCs. Only
authorized personnel of the SCA will have administrative privileges on the CSCs. The SCA
while developing new applications will ensure that admin rights on the machine are not
required for executing the application.
d) Deployment of 3rd party software at CSCs
Besides G2C services, the CSCs are expected to deliver a wide range of B2C services to the
citizens and will require many types of software to deliver these services. Some of the
common software that may be deployed at the CSCs will include
Media Players
PDF document reader
Chat software
CD and DVD burning software
While most commonly available software like Adobe Acrobat, Real player etc. are from large
reputed international software firms, SCAs will not install any software that is not compatible
with the RDS application.
The SCAs will test all new software on a test setup to see that the software is compatible with
the RDS application. NIC would not be responsible for application support if SCA fails to
reproduce the issues on machine where any non-compatible additional third party application
is installed. The SCA will maintain a common inventory of software across all CSCs.
d) Licensed software
The SCA will not deploy any pirated software and shall use only licensed software or software
that is free from software licensing conditions
e) Spyware, Adware malicious programs
The SCA shall deploy the latest antivirus, anti-spyware and firewalls in the CSC machines.
SCA shall further ensure that these programs are updated regularly. The SCA shall ensure
that the computer at the CSC is free of Spyware, Adware and other malicious programs.
The SCA shall submit to Government of Karnataka
A list of all programs and processes running at each of the CSC machines every
month. GOK will give a utility to generate such data and upload this data to the SDC.
The system, security and application logs of each of the CSC machines every month.
f) Physical security of the CSCs
It is the responsibility of the SCA to ensure that only authorized people use the CSC machine
and the SCA will be solely responsible for any lapse due to compromise of security,
unauthorized persons using the machine etc.
g) Network Security
 General guidelines on LAN security
• The IP policies of the IT system has to follow the standard
and best practices.
 General guidelines on logical access control
• The entire IT system should be looked as a whole and
should not be looked as a combination of different software, hardware and
network resources. While framing access control procedures the SCA should
keep in mind the requirement to secure the entire IT system physically and
logically.
• The access control procedures will cover all stages in the
life-cycle of user access, from the initial registration of new users to the final de-
registration of users who no longer require access to information systems and
services. Special attention will be given, where appropriate, to the need to control
the allocation of privileged access rights, which allow users to override system
controls
•
 General guidelines on internet access and mail security
• Access to mailing service should be strictly controlled using
an access control policy within the entire system
• Access to chat services should be strictly prohibited within
the entire system
• All attachments made while using Internet based services
such as email should be disallowed or filtered to prevent data pilferage
• Access to Internet content should be controlled using access
control & content filtering policies and procedures
 General guidelines on patch management
• A centralised patch management solution shall be deployed
for the desktops and servers. This solution shall ensure that the patches for
Operating System, RDBMS, any other type of system software, application
software, etc can be administered centrally after performing appropriate testing
and taking requisite permissions.
• Each desktop at SROs / DROs / HO / SDC shall be
configured for automatic updation of patch from the centralized patch
management server
• The centralised patch management server at SDC would be
deployed and managed by SP
• The SP should be able to perform activities of system
configuration management, asset management and operations management
centrally from the SDC
4.27. Internet Connectivity at the CSCs
The SCA will be responsible for providing Internet connectivity to the CSC for online
connectivity with the SDC for delivery of G2C & B2C services and utility bill payments.
4.28. Connectivity options at the CSC
SCA’s are free to have any one of the following technology available in the country with an
aim to maximize the benefits and minimize the cost. The SCAs shall ensure that at least
256 Kbps bandwidth is available at the CSCs. The SCA will have to upgrade the bandwidth if
the utilization crosses 80% and/or depending on the requirement of existing services or any
new service deployed in the CSC.
The SCAs shall deploy one of the connectivity options given below:
1. A Broad Band Connectivity + Broad Band Connectivity from a different Service Provider as
a back up
2. A Broad Band Connectivity + Wireless connectivity as a back up
3. A Wireless connectivity + wireless connectivity from a different Service Provider as a back
up
4. VSAT connectivity.
5. Any other connectivity option available in future.
As the internet connectivity is extremely critical for delivery of both G2C and B2C services,
the SCA should bring out the salient features in the Technical Bid, the proposed network
architecture that will suit the conditions on the ground. The prospective SCAs would have to
present the network architecture proposed for the CSC project along with detailed notes, bill
of materials and diagrams. Any non compliance with one of the five options given above
would result in rejection of Technical Bid.
The vendor shall be under obligation to put in place the solutions he has indicated in the
Technical Bid.
The bidders will also need to make their own assessment on the sizing of the Internet
bandwidth and other key components of the CSC system appropriate to meet the demand for
the services, and comply with the SLA requirements. However, any one of the options shall
necessarily have to be met by the SCAs.
4.29. Technical Support to the CSCs during the project period
Since many of the CSC locations will be far from the manufacturer service centres the SCA
should provide support strategy as a part of the technical bid that would include deployment
of personnel, additional technical training to supervisory staff / CSC operators and keeping
stock of additional units of computers and peripheral devices to ensure un-interrupted service
delivery from CSCs. Since the service delivery is linked to SLA, it is imperative that the SCA
maintains high level of support system for any kind of break down.
4.30. Equipment breakdown related
The SCAs will have to put in place both a preventive and reactive maintenance strategy for
attending to issues related to the CSCs computers and peripheral devices like printers etc.
This shall include
• Deployment of required support personnel
• Maintenance and support contracts with manufacturers and service providers
• Keeping an inventory of spares, additional equipment
• Training and capacity building of CSC operators so that basic issues can be resolved at
the CSC itself.
• Resolving Red alert situation (the CSC has stopped functioning totally)
4.31. Software related
Support strategy for Software would include support for all software deployed through the
CSCs and would include O/S (Operating System), Application Software ( like any office
productivity tools) and other G2C and B2C application software.
4.32. Network
Support strategy for network should include deployment of personnel who can solve issues
related to network and internet connectivity. To ensure that both citizens are served and SLA
conditions are met the SCA should deploy a team that can trouble shoot connectivity related
issues at the CSC level and liase with ISP and telecom providers to improve uptime and
network performance.
4.33. Operational support
The SCA will deploy supervisory staff as mentioned in the Clause No. 5.4.1 of this RFP that
will periodically visit the CSCs and guide the CSC operator (including VLEs) on good
business practices, knowledge of G2C and B2C applications deployed at the CSC and
efficient delivery of services to the rural citizen
4.34. Call Centre / Help Desk
The SCA should establish a Call Centre / Help desk that will accept support calls from the
CSC operators, Taluka and district level support staff through telephone and internet. The
primary function of this facility would be to provide online support to the CSC operator and to
receive feedback and respond to complaints logged by telephone / email /chat. Software to
monitor complaints / resolution time / frequency of complaints etc. should be deployed in the
Call Centre. The Call Centre/ Help desk should be manned by trained technical/ support
personnel during the normal working hours of CSCs.
4.35. CSC Uptime
CSC uptime will be as per SLA’s specified in Schedule 1 of Volume 3
4.36. Branding of the CSC Project
Media, signage’s, signboards of the SCAs will prominently show the CSC as a delivery
channel for G2C services of the “Government of Karnataka”.
Any G2C Media, signage’s, signboards will prominently display a specific logo and name for
the project that will be decided by the State Government post operationalization of the
scheme.
The SCA will ensure uniform look and feel of the media, signage’s, signboards and CSCs in
terms of color and design. SCAs should deploy these signage and media materials only after
the the approval from Government
4.37. Delivery of B2C Services
The SCAs should build a portfolio of B2C services that will ensure viability of the CSC
business along with the G2C services. For this purpose, the SCA will have to integrate and
coordinate with the various B2C Content providers. The various B2C services that CSCs
could provide are illustrated below. The list is only indicative and not exhaustive:
Payment of cellular / landline phone bills
Sale of tickets for Train and Bus Services & sports events
Collection of Insurance premium
Airline bookings
Mutual Fund transactions
Tele Medicine services
Digital photography
Voice, Chat, Email services
Education to rural youth and children on both basic and secondary level computer
application Training.
Entertainment
Content from other service providers such as Agriculture, Veterinary services
The entire responsibility for gathering the functional requirements of B2C services,
development and deployment of the services rests with the SCAs.
The project plan for deployment of B2C services from the CSCs will be an important part of
the Project Plan and the Technical evaluation criteria of the RFP.
4.38. B2C service delivery vs. G2C service delivery
The delivery of G2C services from the CSCs is obligatory / mandatory for the SCAs and the
SCA shall ensure that delivery of any B2C service is without prejudice to this obligation.
It is expected that introduction of a new B2C service will not hamper the delivery of the
portfolio of G2C service and the security of e-Governance applications is not compromised.
4.39. Charges for B2C Services
Partner is free to set the prices for the B2C services but will do so in a fair manner and should
not give a perception to the rural citizen that the SCA is indulging in profiteering.
4.40. Revenue share for GoK
GoK shall set up a CSC Central Mnitoring Cell to oversee the implementation of the program,
The CSC CMC will receive a 3% share of both the SCA’s share of user charges of G2C
services and the service charges received by the SCA from utility providers.
4.41. Information to GOK for introduction of new B2C services

The SCA should inform GoK and take clearance prior to introduction of a new B2C service.
In case a B2C service hinders delivery of the pre-existing portfolio of G2C services and / or
compromises the security of the existing G2C services, GoK may either restrict or ask the
SCA to suitably modify its service delivery model so that the delivery of G2C services are not
hindered. Any services opposed to public interest are not included in the portfolio of services
being delivered from the CSCs;
4.42. Sale of only IT and IT enabled services from the CSCs.
The SCA can sell only IT and IT enabled services from the CSCs and not sell other
commodities like stationery grocery items etc.
However, GOK may give permission to deliver any service from the CSCs, if the service is
innovative, in the interest of the citizens and does not impede delivery of G2C services.
4.43. Complying with local laws
The SCAs will ensure that the CSC operations are run in a manner such that it is compliant
with all the State and Central laws and regulations.
4.44. Adherence to SLA’s
The CSCs will adhere to specific SLA’s as per Schedule 1 of Vol III related to roll out and
functioning of the CSCs.
4.45. Project Period for CSCs
The CSCs will have permission for delivery of Government services for a period of five years
from the date of signing the contract agreement.
4.46. Transition plan
At the end of the project period of 5 years GOK will withdraw the permission to deliver G2C
services from the CSCs. However, the Government will reserve the right of extention with or
without same terms and conditions and without any revenue support.
Chapter 5: Operational details of CSC Project
5.1. Introduction
In the chapter 4, the specific operational details relating to setting up and operations of CSCs
were discussed.
Here the common operational details of the project are being articulated.
5.2. Staffing of the Project by the SCAs.
The SCA shall indicate positions of over all project management, and resources with skill sets
in marketing, operations, planning, finance, relationship management etc. SCA shall provide
the organization structure for staff planned for project. To ensure smooth operations SCA
should staff as mentioned in clause No. 5.4 of this RFP Non-Compliance with the staffing
requirement would lead to rejection of the technical bid. The bidders needs to clearly
and un-ambiguously indicate his acceptance with the staffing requirement in this
section.
5.3. Full time Project Managers
SCA shall provide a full time project manager who would be responsible for Onsite
Operations and Process Management. This resource should be put in place within one month
of the release of the contract to the SCA. If required SCA can choose to deploy more than
one resource for such activities but overall accountabilities should be with Project Manager
from SCA. Project manager shall be empowered to take all operational decision regarding the
functioning of the project and shall be delegated the necessary financial powers this purpose.
During the implementation stage and few months of operations, the Project Manager/s
will operate from GoK primises.
A copy of the delegation of powers to the Project Manager shall be given to GoK at the
time of bidding
5.4. Additional Supervisory Staff
Each SCA should put in place the following exclusive resources at the central office and
district offices within the period (from the date of Purchase Order) indicated against each
position. These staff would operate from SCA’s office except Public Relations Manager.
Central Staff
HR Manager at state level with a team of 2 HR professionals ( 1 months)

Finance Manager ( 1 month)
Accountant ( 1 month)
Training Manager with team of 4 master trainers (1 month )
Help Desk Manager with team of at least 3 help desk operator ( 1 month)
Technical Consultant at state level (1 month)
Inventory Control Manager at state level ( 3 months)
Business development manager at state level (3 months)
Partners Manager at state level ( 3 months)
Testing team 2 testers or more (2 months)
Pubic relations manager ( 2 months )
District and Taluka level Staffing ( only for the G2C Services)
1 District Operations Manager per district.
1 Taluka Level Operations Supervisor.
2 Hardware Engineers per district with additional back up of 5 Hardware Engineers at the
state level.
5.5. Development of application for utility bill payments
As mentioned earlier in this RFP. The SCA has the option of writing his own software for the
purpose of utility bill payments. This software if developed by the SCA will be as per the
guidelines in the Chapter 7 of this RFP.
Additionally such software will be developed and deployed in at least one ESCOM 120 days
from the start of the project.
Deployment would mean that the following project activities have been completed
• Development of the application to the satisfaction of the client utility company
• Deployment of infrastructure – leased lines, data centre where such are needed
• At least 10 live transactions have been initiated under the deployment.
5.6. New G2C services under RDS and other Government departments
1. The Government will develop and deploy the front end application for any new G2C
services that may extend the existing portfolio of RDS services and services of any new
Government departments.
2. Framework for user charges for new services
In case a new G2C service is envisaged which is not covered under the list of services as per
clause 2.2.2 , the committee under the chair of Principal Secretary will decide the User Fee.
5.7. Payments, Collection and Settlement methods

Cash and funds flow would be an integral part of the project. The SCA may require to tie-up
with several banks to manage/ enable/ support their funds and financial dealings.
5.7.1. Payments to the Government
a) Bank guarantee
The SCA would provide a Cash Collection bank guarantee equivalent to three days cash
collection to the Government of Karnataka. This bank guarantee shall be renewed every
quarter and will be equal to average cash collection of three working days against all G2C
services including bill payments during the last quarter.
b) Enhancement of bank Guarantee on request of GoK
Based on the transaction volumes, the Cash Collection bank guarantee shall be revised on a
quarterly basis.
GoK will communicate this enhanced bank guarantee to the SCA and SCA will enhance the
bank guarantee within 7 days of such a request. Non depositing the enhanced bank
guarantee during this period will constitute a material breach of the agreement and the SCA
will be allowed an additional 4 day period to remedy the situation. During this stipulated period
the SCA shall be charged enhanced interest @ 36% per annum .
Non payment of the enhanced bank guarantee amount prior to the end of this 4 day period
will constitute grounds for termination of agreement.
c) Bank Guarantee for SLA compliance
The SCA would provide Bank Guarntee of Rs.15 Lakhs per region on awarding the contract.
Any non-compliance of SLA will invite encashment of this Bank Guarantee.
d) Daily payment to the Government
Based on the MIS report for G2C transactions in a day, SCA shall deposit 50% of his share
from user fees and 100% of GoK’s share by 2 PM on the third day to SDA’s account (T0+2).
In case SCA fails to deposit the amount by specified time then interests and penalties as per
the SLAs mentioned in Schedule 1 of Volume III of the RFP shall apply.
5.7.2. Access to relevant databases at SDC
SCAs will be allowed to access (with minimum access rights to ensure data security) to the
relevant databases of RDS and RTC application at the SDC / Taluka server for reporting and
reconciliation purpose.
5.7.3. Payment of the SCA’s share of the User Fee
The SCA shall be paid balance 50% of his share after deducting all the penalties and
statutory taxes every month on submission of the invoice and SLA reports.
If during a month, there are no penalties on an SCA, then in the succeeding month, 25% of
the user fee due to the SCA shall be paid at the end of every week.
5.7.6. SLA based deductions / debits
Please refer to Chapter on SLA’s and Schedule 1 of volume III of the RFP for details
5.8. Implementation Progress Reporting by the SCA
The SCA is required to submit Reports on various aspects of the implementation process of
the CSC project periodically or when asked for.
The formats and periodicity of these reports will have to be mutually agreed upon by the
SCAs and the Central Monitoring Cell in advance
1. Project progress report: This is a weekly report that will provide details of the roll out status
of the CSCs, Manpower deployment etc till the entire deployment is complete
2. Monthly progress reports summarizing.
Results accomplished during the period;
Cumulative deviations to date from schedule of progress on milestones as specified in RFP
and with the agreed and finalized Project Plan;
Corrective actions to be taken to return to planned schedule of progress;
Proposed revisions to planned schedule;
Other issues and outstanding problems, and actions proposed to be taken;
Interventions which the SCA expects to be made by the Government or CSC Central
Monitoring Cell and/or actions to be taken by the Central Monitoring Cell before the next
reporting period;
3. Inspection and quality assurance reports
4. Test results of training.
5. Monthly log of service calls and problem resolutions
6. Manpower Training reports: The CSC operators / staff deployed to the project will have to
undergo training as specified in Chapter 4. The Manpower training report should specify the
progress of the training vis-à-vis the training plan on a weekly basis
7. List of CSC operators with qualifications and experience.
8. Reports on Sale of G2C and B2C services which will also include reports to participating
departments
9. SLA reports: The weekly report should specify the uptime status of the CSC. In case of any
downtime, the report should specify the reason for such downtime and the action taken to
rectify.
5.9. Common transaction report
The Government shall develop his own independent application for incorporating transaction
reports of different departments and an integrated department wise transaction report. This
report will incorporate the transactions from G2C from the NIC application, other G2C
services and the utility bill payments developed in any of the means enumerated in Section
2.4.3.
5.10. Taxes / regulatory environment
The SCA is responsible for complying with all laws and taxes, which will include Sales tax,
Service tax, VAT, Income tax and any other tax/s. Any revision in tax rates shall be paid for
by the SCA..
The SCAs shall obey all applicable laws of India including that of Government of Karnataka
for execution and operation of the CSC project.
5.11. Marketing / Popularization of the project
The SCA is expected to define and implement a marketing plan to popularize the CSC
Project. A portion of expected revenue generated from CSC project should be earmarked for
popularizing the Project. The quantum of this portion has to be defined in the project plan.
Considering the importance of the CSC Project, Government would fund publicity and
promotional expenses through various media like news paper, TV and radio. These
expenses would be limited to a upper limit of 5L per Revenue Region per year and would be
incurred subject to the SCAs incurring at least equal expenditure on various other promotional
activities like Bill Boards, flyers, auto publicity and other mode of promotions. The SCAs
should spend at least Rs.5 Lakh per Region per year on various marketing activities at the
Gram Panchayat level and submit the reports to Government every quarter. The design
layout for publicity funded by the GoK will be borne by the SCAs..
In case there is a default on expenditure by the SCAs, the Govt. will deduct shortage in SCA’s
share towards publicity out of SCA’s transactional charges every six months and carry out
such publicity itself.
5.12. CSC Central Monitoring Cell
Government of Karnataka proposes to set up a Central Monitoring Cell to over see the
deployment of CSC. Besides the CSC CMC, GOK will constitute State Level & District Level
Committees of the relevant stakeholders of the project for smooth operation of the project.
5.13. Data security
SCAs should not misuse any kind of data obtained from G2C and B2C services for any other
purposes. SCAs shall assume minimum privilege / access rights on production database,
network and network infrastructure. User credentials for power users like “sa” / “sysadmin” for
database, “root” / “Domain Admin” / “Local Admin” would be property of Government and
SCAs shall ensure that same are securely transferred to Government once initial setup is
complete and application is stabilized within 30 to 45 days of going live.
5.14. Intellectual Property Rights
The IPR of the project will be as per the MSA Volume III of the RFP
5.15. Audit and Evaluation of SCA operations
Government may designate an agency/firm for auditing process of the SCA’s operations. The
Audit will cover operational, financial matters and impact analysis of the program.
a) Operational Audit
The Operational audit will cover performance of the SCA regarding all aspects listed in
Chapters 3- 5 regarding operations of CSC, various processes followed by the SCA,
calculation of SLA’s and other aspects of the program.
b) Customer service
Operations audit will also include a Customer service audit will measure the satisfaction of the
various stake holders of the project regarding service delivery.
c) Impact analysis
During the 5 year life span of the program GoK will engage in 4 studies to gauge the impact of
this path breaking program in the life of rural citizens. These studies will be in the form of
base line, Mid Term 1, Mid term 2 and end of program.
d) Cost of Audit
The expenses related to the audits mentioned in Clause No. 5.17 of this RFP above and
impact analysis will be borne by the SCAs and the SDA in the ratio of 50 : 50..
e) Central Testing Agency
Before putting any additional device at CSC, the SCA should inform Central Testing Agency
(part of Government). The Central testing agency shall test and certify if equipment is
compliant with current application and machines at CSCs
Provided above is an indicative list of activities. A detailed scope of audit practices is being
drawn up and will be made available to the bidders shortly.
5.16. Confidential Information
The ownership of data and information accessed, generated and stored within the CSC
System in course of providing the services to various stakeholders, shall exclusively vest with
the respective departments and agencies participating in the CSC Project.
SCA should maintain the confidentiality of data and information pertaining to the CSC. The
guideline for SCAs regarding this is detailed below.
• Allow access only to authorized persons from Government or Participating Department or
from SCA.
• Deny access to any person or organization that is not specifically authorized by
Government of Karnataka or the participating department/ agency to have such an
access.
• Take all possible steps to prevent unauthorized access to data and information to which it
is a sole custodian.
• Maintain safety and security of such data and information at all times.
5.17. Arbitration procedures
The State level committee under the chair of the Additional Chief Secretary is empowered to
resolve all issues related to the CSC Project. The SCA shall be represented in the
committee. The State level committee will meet once in three months to review the project
and resolve any outstanding issues related to the project.
Prior to escalation of the dispute to the state level empowered committee, the e-governance
secretariat and / or the CSC Central monitoring cell will endeavor to settle any disputes and
issues related to the project.
5.18 Exit procedure
Refer to Master Service Agreement (MSA) document part of Volume 3 of the RFP
Chapter 6: Responsibilities of various stake holders
This chapter summarizes the roles and responsibilities of the key stakeholders and other
general terms applicable to the project. The key stakeholders must work together in a spirit of
partnership and mutual trust and ensure that the project succeeds at each of the locations
within the specified time.
The roles and responsibilities of the key stakeholders of this project are discussed hereunder:
6.1. Responsibilities of Government of Karnataka
As a prime stakeholder, the success of CSC project is of paramount importance to the

Government of Karnataka. The key responsibility of Government of Karnataka under this
project includes:
1. Facilitating CSCs to become the primary channel for providing G2C services to the rural
citizens.
2. Facilitating generation of land records through the CSCs (Apart from the existing
TeleCentres and Taluka offices) .
3. Facilitating RDS services are delivered from these CSCs.
4. Encouraging other GOI Departments/ Agencies like Regional Passport Office, BSNL etc. to
join the CSC Project of Government Of Karnataka.
5. Make best efforts that other departments do not open competing front ends in villages
6. Facilitating NIC, the software developer for two key applications – RTC on Web andRDS,
provides application support as per the MOU with the Government
7. Defining the system for payment management through the CSC and its settlement process.
8. Formulating a policy for the business process management system to enable flow of
money from the citizens at the CSCs, accounting for the same and prescribing a methodology
of settlement of dues with the respective Departments and Agencies of the Government of
Karnataka.
9. Prescribing the branding guidelines for CSC project.
10. Constituting a Central Monitoring Cell (CMC) for CSC under Centre for e Governance to
supervise the implementation of the project and take corrective action from time to time in the
wider interest of the project.
11. Conducting State-wide PR/ awareness campaigns to encourage citizens to access the
services through the CSCs and encouraging B2C service providers to use this Channel of
delivery.
12.Facilitating availability of Government functionaries like Village accountants and alternative
officials to affix signatures at CSC or to evolve some other legally accepted mechanism for
authentication like 2D bar-coding, digital certificate/ PKI.
13. Appointing independent auditors for certifying compliance of the entire CSC system –
Network at CSCs.
14. Appointing a testing agency that will certify if equipment is compliant with the current
Software.
15. Evaluating new B2C services that the SCA would like to offer from the CSCs..
16. Ensuring monthly dues to SCAs are settled on time as per the payment procedure.
17. Release a Government Order instructing the SCAs to maintain the identity records (for Six
Months) of the citizens accessing the Internet at CSCs.
18. Enter into Service Agreements with the SCAs through the State Designated Agency
(SDA).
19. Facilitating high uptime of the State Data Centre, SWAN and other IT infrastructure
initiatives.
20. Prescribe and agree on Service Levels with the State Departments for back office
processing of service requests of the rural citizens.
21. Facilitating connectivity between SDC and Taluka Server.
22. Facilitating continuous supply of RTC ,through Government to SCAs
6.2.. CSC Central Monitoring Cell (EDCS)

The e-Governance department would set up a Central Monitoring Cell to monitor the
performance of the project and its roll out. The key responsibilities of the CMC, includes:
1. Monitor project performance and ensure all terms and conditions are complied by all
the stakeholders.
2.. Review the installation, commissioning, maintenance and all operations of the CSC
project including the data Centre, CSC, and network facilities to/ fro participating
Departments.
3. Popularize the CSC Project through media and on the ground, for attracting the
attention of citizens, Govt. and Non Govt. agencies
4. Secure permissions required from participating departments
5. Develop applications for different departments like centralized Web based systems for
Collections and reporting of data, publishing and dissemination of information, e-form etc.
6. Ensure that the departments participating in CSC Project comply with their
responsibilities, especially in relation to the SLA requirements.
7. Recommend levy of penalty on the SCA and participating departments whenever
critical SLAs are not met.
8. Review MIS generated through SCA system and making appropriate interventions for
promoting those services at CSCs that are observed to be falling behind
9. Engage/ Conduct the third party security audit for the CSC systems & infrastructure.
10.. Managing increase in load and building scalable IT infrastructure to service peak load
Traffic.
11. Creating a suitable structure and procedure to ensure that the revenues due to the
SCAs are paid on time in terms of the SLA/ Agreement conditions.
12. Set up a conflict management process and system between the CSC project partners
and Govt. and other participating agencies, including mediation, settlement and re-dressal.
13. Designing the format of stationery including, receipts, forms, certificates, in paper or other
medium required by the CSC.
14. Provide guidelines on IS Security and other IT Standards and feasible monitoring
mechanisms for Equipment specifications, Software Interoperability etc.
6.3. Participating Departments:
Participating Departments offering G2C services through the channels will take necessary
action to:
1.Enable computerization their respective department services by developing suitable
applications and maintaining the databases on a real-time basis.
2. Facilitate delivery of data through the CSC channels by using the prescribed standards
compatible with SCA delivery mechanism or hosting data centrally at the State Data Centre.
3. Facilitate inetgration of the departmental server infrastructure of the department with the
SCA system, and ensuring that these servers are capable of supporting the transaction
volumes that arise in CSCs, including the capacity to handle the peak hour traffic
4. Enter into an agreement with the CCMC, covering all aspects of the service – provisioning,
uptime of data services, accountability, and maintenance of databases, IT security to support
the service delivery and the payment and settlement in a timely, smooth and transparent
manner.
5. Develop the Application software on its own as it requires huge domain knowledge and
investment for the development of application for provision of services through the CSCs.
6. Participate in the central collection and settlement process established for this project
including multiple channels of collection
6.6. Service Centre Agencies (SCA) of CSCs:
The SCA is responsible for setting up and operating the CSCs as per the points mentioned in
Chapters 4, 5 & 6.
Chapter 7.0: Bangalore One bill payment system for B2C services and other utilities
like BESCOM
GoK has already established a stable platform for delivery of G2C and B2C services in
Bangalore by establishing the Bangalore One project on a BOOT model. The list of services
provided by the Bangalore One project is as under.
BESCOM Bill payment
BSNL Landline Bill payment
CellOne Post Paid Bill payment
BWSSB Bill payment
Airtel Post Paid Bill payment
SPICE Post Paid Bill payment
Tata Teleservices Post Paid Bill payment
Reliance Post Paid Bill payment
BMP Property Tax
Death and Birth Certificate of Bangalore Municipal Corporation
Western Union Money Transfer
Since the Bangalore One project is a well established stable platform for collection of bill
payments of the various public and private sector utility companies the SCA can negotiate
with the B1 vendor and use the same platform and infrastructure for the utility bill payments
for the CSC Project also.. This will be of value to the SCA as it will reduce the time for
deployment of an application and infrastructure for utility bill payments. Use of the B1
infrastructure is of advantage to the back end departments as it would reduce complexity and
they would have single entry point for transactions and reconciliation. Further the existing
infrastructure of B1 like the data centres and thus has scope for handling additional
transactions like that for the telecentres project.
7.1. Responsibilities of the CSC SCAs

SCAs would be required to directly negotiate technical requirements and revenue share with
B1 PPP partner. SCA shall submit the copy of agreement with the B1 vendor as part of as
part of the Commercial Bid.
Monitoring of B1 project SLA is part of B1 project and has no direct relationship to CSC
Project SLA. The SCA would be required to sign back to back SLA’s with B1 PPP vendor as
per the requirements for the current “CSC” project.
7.2. Payment Model
The SCA shall settle all payments and commissions directly with B1 PPP vendor as per their
mutual contract. GoK will not play any role in settling the payment and transaction
commission between B1 PPP vendor and SCAs
7.3. Responsibilities of B1 PPP vendor
In addition to ensuring compliance to SLA defined for B1 project; B1 PPP vendor would
responsible for providing the functionalities mentioned as following:
a) Hosting the portal for Telecentre Project
b) Network and Technical Infrastructure
c) Case 1 – Existence of a central database
In case a central database exists for the utility then the B1 PPP vendor will connect to the
central database through a leased line
Case 2 – Central database for the utility does not exist

In case the central database for the utility does not exist, then the B1 PPP vendor will connect
to at least 3 subs Region databases through a leased line. In case more than 3 sub Region
databases need to be connected then the B1 vendor will connect to at least 3 of these
databases through a leased line and has the option of connecting to the additional sub
Regional databases through ISDN though leased lines are preferred.
d) Issues relating to connectivity
The SCA needs to ensure that the B1 PPP vendor is following all security measure like call
back, number validation and secured transport channel are taken care of; to the satisfaction
of concerned department. SCA would be responsible to do the bandwidth sizing to ensure
transaction SLA defined in RFP are met
e) New developments or enhancement of existing application for utility bill payment services
f) New developments or enhancement of existing application to be offered from CSCs will be
as per application standards specified for CSC as mentioned in Service for utility bill payment
of this chapter..
g) Centralized MIS report for CSC transaction including required reports for CSC Project
SLA
h) SCA would be required to provide / facilitate centralized MIS reports for CSC transaction
done through B1 project.
i) MIS reports should be able to provide drill down or drill through at below levels
SCA wise
District
Taluka
CSC
Department wise
Service wise
Payment instrument
Day, Week, Month and Year
Comparative analytical reports across Days, Weeks, Months and Years
7.4. Service for utility bill payments created by SCA
The SCA has the option of creating its own service for utility bill payments as per the scope of
work defined in this RFP. This service will be developed as per the following parameters
mentioned below.
7.4.1 High Level Requirements for Development of new Service
The service developed by the SCA needs to take care of the below mentioned items with
respect to setting up the dataCentre, development lifecycle process and application
functionality:
a) Study, design and develop the application as per functional and non-functional
requirements of services to be offered from CSCs
b) SCA shall study, design and develop application as per functional and non-functional
requirements of services to be offered from CSC.
C) SCA shall take care of all other items mentioned in below section and as specified in other
relevant section in RFP.
• Procure and deploy required hardware and software as per server sizing to cater to
needs of CSC Project considering transaction load for next 3 year minimum
• Setup a Central or district level dataCentre with 24x7x365 support with total uptime of
99% (including support of full time staff to ensure 24x7x365 operations) independent
of development facility and development environment
• Setup a Business continuity site for CSC Project
7.4.2. Business continuity site should be able to support user and transaction load of CSC
Project in maximum double the time specified in SLA against per transaction time.
7.4.3. The Business Continuity Solution should ensure delivery of services in the event of
complete failure of the B1 Data Centre. The DR site must be invoked when the production site
fails to provide its services. The bidder is required to submit a configuration diagram of the DR
solution also.
7.4.4. The SCA shall simulate routine tests to ensure that the fail-over to the DR Site can be
achieved with in an hour.
7.4.5. The SC may consider running all services and transactions off the Business continuity
Site, at least once in a month, on a non-peak day.
7.4.6. The bidder will have to perform DR drills monthly
7.5. Network and Technical Infrastructure

Case 1 – Existence of a central database
In case a central database exists for the utility then the B1 PPP vendor will connect to the
central database through a leased line
Case 2 – Central database for the utility does not exist
In case the central database for the utility does not exist, then the SCA will connect to at least
3 sub Divisions databases through a leased line. In case more than 3 sub Divisions
databases need to be connected then the SCA will connect to at least 3 of these databases
through a leased line and has the option of connecting to the additional sub Divisional
databases through ISDN though leased lines are preferred.
7.5.1. Issues relating to connectivity
The SCA needs to ensure that all security measure like call back, number validation and
secured transport channel are taken care of; to the satisfaction of concerned department.
SCA would be responsible to do the bandwidth sizing to ensure transaction SLA defined in
RFP are met
7.5.2. Procure and install Network Monitoring System to monitor all network
devices data Centre and network connectivity to backend department servers
7.5.3. CSC Project has a high sensitivity to factors such as availability, response time, and
above all, conformance to SLA metrics. Management Solution shall be used in RDS Solution,
for effective network, systems and resource monitoring and management with the specific
objective of ensuring compliance with the SLA metrics.
7.5.4.Software to support monitoring for database server, web servers,
application server)
process level in addition to normal system health parameters like CPU, Memory,
Network
usage, dependent services etc.
7.5.5. Separate staging and automated application build setup
TA shall plan for a separate staging environment and automated build setup for application
binaries.
7.5.6. Digital signing of data and code-base (including database scripts)
SCA shall digitally sign the data and application codebase (including database scripts) to
ensure ownership and authenticity of code and data.
7.5.7. Support for offline updates to service providers backend
Though SCA shall provide a backup network link to all CSCs, but to take care of any network
connectivity failure application solution should support offline updates. Solution offered for
offline updates shall support in-order delivery, transactional support, reliable and durable
delivery. Solution offered shall also demonstrate features like the access log and time of
delivery etc.
7.5.8. Scalable and Extensible Service Oriented Architecture design with
redundancy for web server, database server and application servers
7.5.9.The application architecture may be based on n-tier architecture model and divided into
Presentation Layer, Business Logic Layer and Data layer. The application architecture should
follow industry standard protocols like HTTP, SOAP and XML. This will enable the application
to easily integrate with legacy systems and exchange information with the same.
Some of the common functional aspect that should be part of application are:
 All the information related to access should be logged
 For any access to the central database, time of access, source, what was accessed,
modified
 needs to be logged and should be able to get the same as a report which should be
based on between range of dates, location
 Work out a foolproof mechanism where another PC with identical configuration
cannot be set up in a citizen centre and spoof itself as a CSC PC
 Reports module that can be accessed via browser over the Intranet and Internet
 Provide remote administration, management, application of service packs, security
patches etc.
 Mechanism to alert the right people about inappropriate activity in CSC environment.
Such as
 Database backup not taken as prescribed
 Unauthorized access attempts
 Provide method for connectivity by 3rd party institutions such as banks
 Demonstrate the use of Unicode and local language support.
 Provide secure connectivity between the CSC and the Data Centre.
 Ensure high availability and redundancy for all the services rendered at the Data
Centre.
7.5.10 Compliance with Industry Standards

In addition to above, the proposed solution has to be based on and compliant with industry
standards (their latest versions as on date) wherever applicable. This will apply to all the
aspects of solution including but not limited to design, development, security, installation, and
testing. There are many standards that are indicated throughout this Volume as well as
summarised below. However the list below is just for reference and is not to be treated as
exhaustive.
Solution Element Standards
Workflow design WFMC Standards
Information access/transfer protocols W3C Specifications
Interoperability Web Services, Open Standards
Scanned documents PDF/A Image
Document encryption PKCS specifications
Information Security ISO 27001 certification
IT Infrastructure management EITM specifications
Project Documentation IEEE/ISO specifications for documentation
Chapter 8. Service Level Agreements (SLAs)
The SLA’s under the RFP have been mentioned in detail in the Schedule 1 of Volume III of
the RFP.
Annexure
Annexure 1- List of RDS transactions during Pilot stage at Mandya and Maddur taluks
S No. Sl.No. Mandya Maddur Total

1 Caste and Income Certificate 15406 11538 26944
2 Caste Certificate (SC/ST) 6634 3589 10223
3 Caste Certificate (Cat-A) 1469 824 2293
4 Income Certificate 402 1032 1434
5 Death Certificate (Previous) 1180 83 1263
6 Death Certificate 765 24 789
7 Agricultural Labour Certificate 415 319 734
8 Birth Certificate (Previous) 638 50 688
9 Residence Certificate 430 209 639
10 Land holding Certificate 192 344 536
11 Non creamy layer Certificate 213 216 429
12 Agriculturist Certificate 290 119 409
13 Surviving Family Members 250 71 321
Certificate
14 Agricultural Family member 110 105 215
certificate
15 Birth Certificate 177 11 188
16 Small / Marginal farmer 67 116 183
Certificate
17 Living Certificate 82 10 92
18 OBC Certificate (Central) 13 53 66
19 Income Certificate for compass 35 1 36
20 Old Age Pension 6 25 31
21 Widow Pension 5 24 29
22 No Govt. Job Certificate 20 9 29
23 Land less Certificate 18 6 24
24 Unemployment Certificate 16 7 23
25 Re-Marriage Certificate 4 14 18
26 Physically Handicapped Pension 5 10 15
27 Population Certificate 10 1 11
28 Bonafide Certificate 1 5 6
29 Non Tenancy Certificate 2 2 4
30 Widow Certificate 1 2 3
31 Birth Registration 1 2 3
Total 28857 18821 47678
Annexure 2- List of RTC transactions taken place from Nemmadi TeleCentres

from Octoober 2006 till December 2009
Sl.No. Month No. of Transactions

1 October 2006 18776
2 November 2006 94938
3 December 2006 107951
4 January 2007 92595
5 February 2007 122924
6 March 2007 18776
7 April 2007 147097
8 May 2007 285398
9 June 2007 419214
10 July 2007 549350
11 August 2007 533739
12 September 2007 302316
13 October 2007 310283
14 November 2007 266161
15 December 2007 272458
16 January 2008 387205
17 February 2008 381257
18 March 2008 438914
19 April 2008 359427
20 May 2008 311302
21 June 2008 503097
22 July 2008 902669
23 August 2008 680330
24 September 2008 550530
25 October 2008 436455
26 November 2008 394556
27 December 2009 488851
28 January 2009 272032
29 February 2009 169334
30 March 2009 299693
31 April 2009 272986
32 May 2009 296897
33 June 2009 461359
34 July 2009 611920
35 August 2009 612259
36 September 2009 445693
37 October 2009 698685
38 November 2009 482369
39 December 2009 499770
Total 14480790
Annexure 3. Services / Certificates issued under Rural Digital Services
Sl. No. Services Issuing Authority
1 Birth Certificate (Registered in previous years) Tahsildar
2 Death Certificate (Registered in previous years) Tahsildar
3 Birth Certificate registered in Current year Village Accountant
4 Death Certificate registered in Current year Village Accountant
5 Census Certificate Tahsildar
6 OBC Certificate for GOI Jobs Tahsildar
7 Caste Certificate for Category- A Tahsildar
8 Caste Certificate for other Categories Tahsildar
9 Caste Certificate for SC/ST Tahsildar
10 Residence Certificate Tahsildar
11 Income Certificate Tahsildar
12 No tenancy Certificate Tahsildar
13 Sandhya Suraksha Yojane Tahsildar
14 NSAP Tahsildar
15 Widow Certificate Tahsildar
16 Living Certificate Tahsildar
17 Agri Family member Certificate Tahsildar
18 Re-marriage Certificate Tahsildar
19 Land less Certificate Tahsildar
20 Surviving Family Member Certificate Tahsildar
21 Income certificate for compassionate appointment Tahsildar
22 Endorsement for non availability of Birth/Death Certificate Tahsildar
23 Unemployment Certificate Tahsildar
24 No Govt. Job certificate for Compassionate appointments Tahsildar
25 Agriculturist Certificate Tahsildar
26 Small & Marginal Former Certificate Tahsildar
27 Agri Labour Certificate Tahsildar
28 Non-creamy layer Certificate Tahsildar
29 Birth registration within 21 days Village Accountant
30 Birth registration within one year Tahsildar
31 Birth registration beyond one year Tahsildar
32 Death registration within 21 days Village Accountant
33 Death registration within one year Tahsildar
34 Death registration beyond one year Tahsildar
35 Old Age Pension Tahsildar
36 Widow Pension Tahsildar
37 Physically handicapped pension Tahsildar
Annexure 4- List of RDS Transactions from Nemmadi TeleCentres from October 2006
till December 2009.
Sl.No. Month No. of Transactions

1 October 2006 1972
2 November 2006 22213
3 December 2006 22036
4 January 2007 28073
5 February 2007 32215
6 March 2007 1972
7 April 2007 48439
8 May 2007 173844
9 June 2007 212170
10 July 2007 205163
11 August 2007 205733
12 September 2007 89739
13 October 2007 53330
14 November 2007 81267
15 December 2007 95430
16 January 2008 107509
17 February 2008 85812
18 March 2008 100565
19 April 2008 64898
20 May 2008 182886
21 June 2008 316388
22 July 2008 312053
23 August 2008 179272
24 September 2008 177304
25 October 2008 152851
26 December 2008 174756
27 January 2009 234600
28 February 2009 252895
29 March 2009 297644
30 April 2009 196069
31 May 2009 712336
32 June 2009 1171645
33 July 2009 1065855
34 August 2009 754990
35 September 2009 532782
36 October 2009 444841
37 November 2009 405165
38 December 2009 397562
Total 9951399
Annexure 5- List of Gram Panchyat Villages for CSC location
Annexure 6- List of Nemmadi TeleCentres.
Annexure 7- List of e-Mahile Centres.
Annexure -8
Details of the Proposed Pilot on CSC by IIMB
1. A significant contribution the CSC would be able to make is to help various Government
Department to build a strong network at the grassroot level to obtain accurate, detailed and
timely data from citizen on the schemes/programmes/projects it is currently implementing as
well as develop a robust citizen database. This will significantly help in planning effectively
various schemes and policies of the Government as well designing an effective monitoring
system for the policies that are being implemented. The key departments that would be
involved are:
1. RDPR
2. AGRICULTURE, Horticulture, Animal Husbandry, Fisheries
3. Revenue
4. EDUCATION
5. HEALTH
6. WOMEN & CHILD DEVELOPMENT
7. Agricultural Marketing and Cooperation
8. Food & Civil Supplies
9. RTO
10. Energy – ESCOMs and Utilities
11. Social Welfare
12. Labour
13. Tourism
14. Irrigation
15. Election Commission
We have detailed how the information can be collected, collated and

transmitted to various levels for each department. An indicative sample is
given below. This is will be fine tuned for each department depending on the
nature of the scheme and data requirement. Each department will pay the
CSC for the services rendered based on a criteria developed and agreed by
the E-Governance department and SLA. E- Governance department will be
nodal agency for payment to CSC.
System Architecture and Information Flow (Fig 1 & Fi2)
Fig-1
Grampanc
Secured Database Custodian
Data controlled by Biometrics
Ministries/ Dept. He

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Request for Proposal- Selection of Service Centre Agencies

Vol.1 – Project Information Memorandum

RFP NO. EDCS 01/CSC/ 2010

REQUEST FOR PROPOSAL

SELECTION OF SERVICE CENTRE AGENCIES TO SET UP, MANAGE

1 B2C Business to Citizen

2 BESCOM Bangalore Electricity Supply Company

3 B2B Business to Business

4 Bidder RFP Participant

5 CSCs Common Service Centres

6 CMC Central Monitoring Cell

7 EDCS Directorate of Electronic Delivery of Citizen Services, DPAR (e-

9 DRC Disaster Recovery Centre

10 ESCOM Electricity Supply Company

11 G2C Government to Citizen

12 GoK Government of Karnataka

13 GoI Government of India

16 ICT Information and Communication Technology

17 IPR Intellectual Property Rights

18 MIS Management Information System

19 MoU Memorandum of Understanding

20 MSA Master Services Agreement

21 Nemmadi Karnataka Rural TeleCentre Project to set up 800 teleCentres at

23 NeGP National e-Governmence Plan

25 PPP Public Private Partnership

26 PoP Point of Presence

27 RDS Rural Digital Services

28 RFP Request for Proposal

29 Region A set of districts under Revenue Commissionerate and the bidding

31 SDC State Data Centre

34 SWAN State Wide Area Network

35 SLA Service Level Agreement

36 SSA Sarva Shiksha Abhiyan

40 VLE Village Level Entrepreneur

Chapter No. Contents Page No.

Chapter 1.3 Objectives of the Project 5

1.2. Mission Statement:

1.3. Objectives of the Project:

1.4. Expected Outcomes of the CSC Project

1.5. Citizen Centric projects of the State Government

Government of Karnataka has been a pioneer in leveraging Information Technology in easing

1.6. CSC Project:

1. A Public Private Partnership (PPP) Framework.

1.7. Benefits of CSC Project:

The major benefits of the CSC Project are envisaged as below

Greater transparency, objectivity and accountability in delivery of Government services.

1.8. PPP Model

1.9. The Service Centre Agencies (SCAs)

I. Setting up and managing CSCs in the Gram Panchayat Villages:

2.2 Bhoomi (RTC)

The Government of Karnataka has been a pioneer in leveraging Information technology in

Annexure 2 provides detailed statistics of issue of RTC’s from Nemmadi TeleCentres. –

IT Architecture for Bhoomi services

2.2 1 Infrastructure for delivery of Bhoomi services

IV) Taluka office

2.2.2 User Fees

Sl.No Service Categories User Fee (Rs.)

1 Services based on existing Backend Database like RTC 15

2.2.6. Secure stationary and holograms for other G2C Services.

2.2.7. Signature less RTC

2.3. Rural Digital Services (RDS)

B2C SPV Banks

In b o u n d T ra ffic Firew all F irew all