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TENDER DOCUMENT - STATE HEALTH SOCIETY BIHAR

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1. STATE HEALTH SOCIETY BIHAR 4 Loaded 2000N Compressive strength crush Thermal Characteristics 40 C to 70 C Storage Temperature 20 C to 70 C Operating amp Installation Temperature 30 C to 70 C Fiber pr nd Transmission T a Fiber Type um G 652 A B C D low water peak Type of Fiber lt 0 39 dB Km Maximum Attenuation db km 1310 lt 0 25 dB Km nm 1625nm At 1550 nm 125 0 1 Cladding Diameter 245 10 Coating Diameter um Cableproperties A jelly filled loose tube with 2 Loose Tube E Glass Yarns Strength Member 15mm Corrugated Steel Tape Armoning 1 15 mm black MDPE Sheath IEC 60811 IEC60708 PASSIVE COMPONENTS SPECIFICATION CAT 6 UTP Cable Compliance Description Yes No MAKE LEVITON HENRICH CORNING Unshielded Twisted Pair Category 6 Type ANSI TIA EIA 568 B 2 1 Conductors 23 AWG Insulation Polyethylene Jacket LSZH Approvals UL Listed TIA 568 C 2 CAT 6 formerly TIA 568 B 2 1 Operating temperature 20 Deg C up to 60 Deg C Frequency tested up to 250 MHz Delay Skew 25ns 45ns 100m MAX Impedance 100 Ohms 6 ohms Performance be Attenuation Pair to pair and PS NEXT ELFEXT provided and characteristics to PSELFEXT Return Loss ACR along with bid and PS ACR RL 17 3 dB min Attenuation 32 8 dB min NEXT 38 4 dB min PS NEXT 36 4 dB min ACR 5 6 dB min Page 80 of 98
2. Ingress rate limit in 1 Kbps increments Egress traffic shaping Auto VoIP iSCSI Flow Acceleration IPv6 L2 L3 L4 QoS MAG IP TCP UDP ports Security Access control lists ACL L2 L3 L4 MAC IP TCP MAC based source destination ACL IP subnet based source destination ACL Protocol based source destination ACL ACL over VLAN Dynamic ACLs Page 73 of 98 STATE HEALTH SOCIETY BIHAR Management ACLs gt VERO 4 rez eme fW 100 ACLs and 16K rules support and unicast traffic Network storm protection including broadcast multicast DoS Attacks ICMP throttling Protected ports Port locking MAC filtering Port security DHCP snooping IP Source Guard Dynamic ARP inspection RADIUS RFC 2865 RADIUS accounting RFC 2866 IEEE 802 1x port access authentication RADIUS authentication or external RADIUS authentication Network access control Captive portal with internal Possible configuration of 10 captive portals TACACS IPv6 Access Control Lists ACL L2 L3 L4 MAC IP TCP IEEE Network Protocols IEEE 802 3 Ethernet IEEE 802 31 10BASE T IEEE 802 3u 100BASE T IEEE 802 3ab 1000BASE T IEEE 802 37 Gigabit Ethernet 1000BASE SX LX IEEE 802 3ae 10 Gigabit Ethernet IEEE
3. name and address of the registered office do hereby constitute appoint and authorize Mr name and residential address and PAN duly approved by the Board of Directors in their meeting held on Copy of board resolution enclosed who is presently employed with us and holding the position of as our attorney to do in our name and on our behalf all such acts deeds and things necessary in connection with or incidental to our bid for 104 Call Center in Bihar including signing and submission of all documents and providing information responses to the State Health society GoB representing us in all matters before State Health Society GoB in all matters in connection with our bid for the said Project We hereby agree to ratify all acts deeds and things lawfully done by our said attorney pursuant to this Power of Attorney and that all acts deeds and things done by our aforesaid attorney shall and shall always be deemed to have been done by us Dated this the eee eese eese eese eee eene tnnt day of 20 For Name Designation and Address Accepted Signature Name Title and Address of the Attorney Date Note The mode of execution of the Power of Attorney should be in accordance with the procedure if any laid down by the applicable law and the charter documents of the executants s and when it is so required the same should be under common seal affixed in accordance with the required pro
4. 9 noise STATE HEALTH SOCIETY BIHAR rez anit eme fe 3 6 dB min 19 8 dB min PSELFEXT 16 8 dB min UTP Patch Panel 24 port Modular PCB based Unshielded Twisted Pair Category 6 Type ANSI TIA EIA 568 B 2 1 Description extreme 6 24 Port Patch Panel extreme 6 system components meet or exceed the requirements for channel and component level performance for TIA Category 6 cULus Listed Standard Compliance NOM and ACA The patch panel shall meet or exceed the requirements for Category 6 described in TIA 568 C 2 as well as the Class E requirements described in Features ISO IEC 11801 B The panels shall be made of 16 gauge steel and shall have a black painted finish with white silk screening The plastic elements shall be fire retardant with a UL flammability rating of 94V o The patch panel shall be configured with six port modules The patch panels to include Retention Force Technology equivalent which promotes consistent performance over the life of the system Should have Installer friendly design to allow for quick installation due to standard 110 terminations on the rear of the panel which follows the normal installation color sequence blue orange green brown from left to right Should have T568A and T568B wiring cards for 110 style IDC terminations Should have Color coded front labeling for easy port identification TIA 606 A compliant Terminates 26 22 AWG solid cond
5. ou JON t 17 peseq wy Jo ou sury ur eouejsrp SUI UIJ 5 ur 5913 10 oouejstq 2014 bulance util sdi Ou 910 wise am sdr JON STATE HEALTH SOCIETY BIHAR 56 during the month sdrn Jo ou Block eoue nquiae OU 5 320 9 Jo eureN wise PSIA Jo eureN istrict ON S Total EMERGENCY RESPONSE SERVICES SHS Bihar Di Up to the reporting month Print date amp time 9 IqOUI Mato IOALIG 9UIEU IMAA peseq 541 sury ur eouejsrp VIOL 22 23 24 25 26 ou ddO 21 SS YWW HH 8 uoneoo 9524 20 n th o Nd WV SS WW HH o euin UNd VV SS WICHH poeyoid 1uoned oum Surqoeo gt j 4 rere anim Rea D 2 18 wog pexpid aoe d 17 OU 3224000 16 Jopues 15 14 oureu Page 93 of 98 13 ou euoud 191120 12
6. Multiple SIP Server Support XML Mini browser support 60 KVA Silent Diesel Gen set Sl No Description Compliance Yes No 1 GENERATOR TYPE i Heavy duty fabricated steel skid type base frame with anti vibration mounting isolators ii Skid mounted radiator fan amp protecting guards ili Diesel fuel tank capacity 90 120 litre iv Earthing amp Neutral connections up to first water level Automatic Manual start up option vi AMF Manual 2 ENGINE Prime Power 60 ii 4 Stroke Diesel Engine with Electronic Mechanical Fuel Governor iii Water Cooled iv Direct coupled with Alternator Self Ventilated Regulated vi Speed 1500 RPM vii No of Cylinder Vertical or Inline viii Aspiration Natural Turbo charged ix Ambient Temperature 50 Degree Centigrade Page 85 of 98 wee EV Ki noise STATE HEALTH SOCIETY BIHAR rez ari eme Cooling system Water cooled Tropical Radiator ALTERNATOR i Brushless ii Self excited iii Automatic Voltage Regulated iv Automatic Frequency Regulated 230 400 Volt 3 Phase 4 Wire 50 Hz Nominal frequency vi H Type Insulated Page 86 of 98 eL gt 4 STATE HEALTH SOCIETY BIHAR Annexure 10 Staff Deployment and Training CALL CENTRE STAFF COMMUNICATION OFFICER CALL TAKER Who are responsible
7. Ps S 4 STATE HEALTH SOCIETY BIHAR 40 NOI so Were anim fer TENDER DOCUMENT For Establishment Deployment Operation and Maintenance Of Integrated 104 call center for Ambulance Services Grievance Redressal and Health Helpline 4 April 2014 State Health Society Bihar Pariwar Kalyan BhawanBihar Sheikhpura Patna 800014 STATE HEALTH SOCIETY BIHAR lt gt alloy 4 rez spin eme This Request for Proposals RFP has been addressed to the following shortlisted Bidders only 1 ii iii iv v ANWESHA CYBOTECH RESEARCH INSTITUTE PVT LTD PATNA ARYABHAT COMPUTERS PATNA BODHTREE CONSULTING LIMITED HYDERABAD HMRI HYDERABAD ZIQITZA HEALTH CARE LIMITED MUMBAI Page 2 of 98 2 noise Important Dates and Information STATE HEALTH SOCIETY BIHAR lt gt 4 rez anit eme Na noise Date Of Commencement Of Bid 04 04 2014 Pre Bid Meeting 16 04 2014 at 15 00 Hrs Last Date And Time For Receipt Of Bids 24 04 2014 by 17 00 Hrs Date amp Time Of Opening Of Part I Part II Part III of the Bids 25 04 2014 at 11 00 Hrs onwards Date amp Time Technical Presentation 28 04 2014 at 11 00 Hrs separate slots will be communicated to the eligible bidders Date amp Time Of Opening Of Financial Bids and Declaration of results 30 04 2014 a
8. 15 Evaluation Criteria oes arid 15 Opening and Evaluation of Technical Bids sse 15 Opening and Evaluation of Financial Bids 16 5 io Bid EUER Eme RR Ead PERLE REIR 16 Dae id E 16 2 15 Forfeiture of BID reni ire 16 2 16 Award of Contr Ct a se quive ode der Qe 17 2 17 Performance Security 17 5 18 mais mE 17 2 19 Lack of Information to BIDDER sees 17 2 20 Fraudulent amp Corrupt Practice a siae sese Dy ein pe e 17 4 General saben gt __86_ 19 amp 1 Conditions 19 3 1 1 Commencement of the Agreement 19 3 1 2 Obligations to satisfy the Conditions Precedent sss 19 3 1 3 Notice of fulfillment of the Conditions Precedent sss 19 3 1 4 Non fulfillment of Conditions Precedent 19 5 2 Contract 19 3 3 Implementation Performance Guarantee 19 ZA ATMO ECAC NEEE 19 Page 5 of 98 STATE HEALTH SOCIETY BIHAR 4 rez ani eme f 4 5 G
9. Number of instances the operator found busy Calls abandoned due to breakdown Calls made referred to stakeholder institutions Call type etc Bidder will be solely responsible for managing the activities of its personnel and will Page 28 of 98 VERO 4 STATE HEALTH SOCIETY BIHAR noise rez anit eme hold itself responsible for any misdemeanors Bidder to maintain 99 9 per cent up time of the complete integrated IT based system along with real time tracking otherwise penalty will be imposed Functional Requirements a Bidder shall propose the most suitable integrated system solutions b The system shall be designed in a manner that operational data is not lost in case of any failure of equipment or communication network c Provision of suitable disaster recovery mechanism with 100 redundancy at the hardware level d The system shall have the capacity of functioning 24 x 7 throughout the year in Indian Conditions e Solution shall provide 99 9 monthly uptime for the entire setup In case one network control unit fails the degradation shall be defined by the Quality of Service QoS amp QoS policy to be implemented Service Level would be reviewed on monthly basis and degradation of the service for consecutive 3 months would result in major penalty The QoS policy will be supplied by the Dept after award of Contract to the Successful bidder g The system shoul
10. 4 rez eme Integrated network controller Server should be provided with following network controllers 1 1Gb 4 port network adaptor supporting advanced features such as Large Send offload capability TCP checksum and segmentation VLAN tagging MSI X Jumbo frames IEEE 1588 and virtualization features such as VMware NetQueue and Microsoft 2 10Gb 2 port Ethernet adaptor supporting enterprise class features such as VLAN tagging adaptive interrupt coalescing MSI X NIC teaming bonding Receive Side Scaling RSS jumbo frames PXE boot and virtualization features such as VMware NetQueue and Microsoft VMQ Expansion Slots Server should support 9 PCI express 3 0 slots 5 x16 PCI Express 4 x8 PCI Express Storage Controllers Should support 12Gbps SAS Controller with 2GB Flash Backed Write Cache Controller should support data encryption to protect sensitive and mission critical data Controller should support RAID levels 6 60 5 50 1 10 and Advanced Data Mirroring with 3 drives Controller should support caching the most frequently accessed data hot data onto lower latency high performing SSDs to dynamically accelerate application workloads Storage Bays Should support at least ten SFF HDDs Hard Disk Drive 4 x 600 GB SAS 10K HDD Interfaces System should support minimum of Serial port 1 Video 1 front 1 rear micro SD Slot 1 USB 2 0 Ports
11. sme 5 Should support scheduled execution of OS commands batch files scripts and command line apps on remote nodes 6 Should be able to perform comprehensive system data collection and enable users to quickly produce detailed inventory reports for managed devices Should support the reports to be saved in HTML CSV or XML format 7 Should help to proactively identify out of date BIOS drivers and Server Management agents and enable the remote update of system software firmware components 8 The Server Management Software should be of the same brand as of the server supplier SAN Switch Specifications Compliance Yes No Architecture Scalability Performance Management Minimum Dual SAN switches shall be configured where each SAN switch shall be configured with minimum of 8 Ports scalable to 24 ports Required scalability shall not be achieved by cascading the number of switches and shall be offered within the common chassis only Should deliver 8 Gbit Sec Non blocking architecture with 1 1 performance for up to 24 ports in a energy efficient fashion Should protect existing device investments with auto sensing 1 2 4 and 8 Gbit sec capabilities The switch shall support different port types such as FL Port F Port M Port Mirror Port and E Port self discovery based on switch type U Port optional port type control in Access Gateway mode F Port and NPIV enabl
12. PCR Railway Police etc to be incorporated based on the Police jurisdiction to enable quick amp accurate Case dispatch 28 The application should be dynamic in nature to make any amendment on a regular basis based on the evolving process requirement 29 A supervisory application to monitor the queue statistics of call takers dispatch officers amp case closure officers on a real time basis amp ability to generate all the reports required to manage amp verify the queue efficiency 30 The application should have the option to escalate the cases at all levels amp reassign the case from one jurisdiction to another 31 A web based application need to be developed that can be used by Police station PCR amp other Police officers concerned 32 This web application should be accessible through AP Police intranet using relevant login credentials 33 The Web application should be fully integrated with the104 database amp call center application 34 The Web application should have relevant fields open for editing entering data based on the login credentials Eg PS Login PCR Login CCD Login Escalation Login etc 35 The Web application should have features based login credentials Eg PCR should be able to assign the case back to PS reassign the case to another PS etc 36 The Web application should have multiple customizable front end filters for the user
13. 100 1000 Base X shared Fiber ports for Gigabit uplinks 2 independent 10 Gigabit SFP ports USB port config firmware files storage 2 additional 10 Gigabit I O module bays for 10 Gigabit uplinks or hardware stacking 1 RS232 DBo and 1 x Mini USB Console Port CPU Memory CPU 800 MHz RAM 512 MB Packet buffer memory 16 MB Flash 128 MB Page 71 of 98 Performance STATE HEALTH SOCIETY BIHAR Stack height 8 switches eL gt VERO 4 rez sme fW Stack bandwidth 48 Gbps Switching fabric 142 Gbps or more Throughput 105 Mpps or more Forwarding mode Store and forward Address database size 32 000 MAC addresses Number of VLANs 4 093 IEEE 802 10 simultaneously Number of multicast groups filtered IGMP 4K group Number of LAGs 802 3ad 64 LAGs with up to 8 ports per Number of hardware queues for QoS 8 Number of static routes 12K Jumbo frame support up to 12K packet size more Mean time between failures MTBF 538 000 hours or L2 Services IEEE 802 1Q Protocol VLAN Port based VLAN MAC based VLAN IP subnet based VLAN Protocol based VLAN Voice VLAN Guest VLAN with IEEE 802 1x Auto VLAN Assignment via RADIUS IEEE 802 1 Q in Q Double VLAN tagging GARP with GVRP GMRP MVR Multicast VLAN registration
14. 37 The Web application should also show the case aging status of each case at every level with relevant color coding 38 The Web application should also have a customizable Page 57 of 98 STATE HEALTH SOCIETY BIHAR Ki noise rez ari eme PET dashboard for every user 39 The Web application should have the features to have alerts alarms amp view all historical data 40 There should be escalation options for every case at all levels Desktop Specifications Feature Desired Specification Compliance Yes No To be clearly mentioned All the relevant product Make amp Model brochures and manuals must be submitted 3rd Generation Intel Core i3 minimum 2 9 Ghz processor or equivalent or higher AMD Processor SYSMARK rating equivalent rating from any other Processor reputed agency Motherboard Compatible Chipset on OEM Motherboard Latest Generation compatible chipset to the supplied Chipset CPU Memory 4GB 1x4GB expandable to 16 GB Non RAM ECC DDR3 1333MHz SDRAM Memory Hard Disk Drive HDD 500 GB 7200 RPM 3 5 SATA Hard Drive Optical Drive Optical Drive 16X Max DVD RW Graphics Integrated Graphics Audio High Definition Audio Ethernet NIC 10 100 1000 Slots Minimum 3 nos PCI Slots Minimum 4 no USB 1 RJ 45 1 VGA audio Ports in out headphone and micropho
15. 8 total 2 front 4 rear 2 internal Industry standard compliance ACPI 2 0 Compliant PCIE 2 0 Compliant PXE Support WOL Support Physical Address Extension PAE Support Microsoft Logo certifications USB 2 0 Support Power supply Should support platinum efficiency hot plug redundant power supplies System fans Should support hot plug redundant system fans Form Factor 4 U Rack Mountable Remote Management Page 61 of 98 STATE HEALTH SOCIETY BIHAR System remote management should support browser based Graphical Remote Console Virtual Power button Remote boot using USB CD DVD Drive and should be capable to offer upgrade of software and patches from a remote client using Media image folder server power capping and historical reporting should have support for multifactor authentication lt gt 4 rez eme 2 Noise Remote management port should be able to download the firmware from the website directly or from internal system Server should support automated firware update Server should support agentless management using the out of band remote management port instead of OS and SNMP port on the OS This will enable zero downtime updates The server should support features which monitors and records changes in the server hardware and system configuration It assists in diagnosing problems and deliveri
16. 802 3ad Trunking LACP IEEE 802 1AB LLDP with ANSI TIA 1057 LLDP MED IEEE 802 1D Spanning Tree STP IEEE 802 1s Multiple Spanning Tree MSTP IEEE 802 1w Rapid Spanning Tree RSTP IEEE 802 1p Quality of Service IEEE 802 1Q VLAN tagging IEEE 802 1v protocol based VLAN IEEE 802 1X Radius Network Access Control IEEE 802 3x flow control RFC Standards RFC 768 UDP RFC 783 TFTP RFC 791 IP RFC 792 ICMP RFC 793 TCP RFC 826 Ethernet ARP RFC 894 transmission of IP datagrams over Ethernet Page 74 of 98 wee EV Ki noise STATE HEALTH SOCIETY BIHAR networks rez anit sme RFC 896 congestion control in IP TCP networks RFC 951 BOOTP RFC 1321 message digest algorithm RFC 1534 interoperation between BOOTP and DHCP RFC 2131 DHCP client server RFC 2132 DHCP options amp BOOTP vendor extensions RFC 2030 Simple Network Time Protocol SNTP version 4 for IPv4 IPv6 and OSI RFC 2865 RADIUS Client both switch and management access RFC 2866 RADIUS Accounting RFC 2868 RADIUS attributes for Tunnel Protocol support RFC 2869 RADIUS Extensions RFC2869bis RADIUS support for Extensible Authentication Protocol EAP RFC 3164 The BSD Syslog Protocol 3580 802 1X RADIUS usage guidelines VLAN assignment via RADIUS dynamic VLAN RFC 1213 MIB II RFC
17. Digital Microphone Headphones speaker and microphone in Audio jacks HD Webcam Communications Gigabit Ethernet network Integrated Wireless LAN 802 11b g n and Wireless Bluetooth BT V3 0 Keyboard Spill resistant keyboard with standard keys Pointing Device Multi gesture touchpad supporting two finger scroll pinch rotate flip On Off button with LED Indicator Battery 4 cell battery with minimum 4 hours battery backup Interfaces Ports Multi in one card reader VGA Port HDMI Port RJ 45 2 USB 2 0 Ports 1 USB 3 0 port Power connector Carry Case To be Provided Windows 8 Professional or higher OS with Operating System driver CD Preloaded Standard Symantec MacAfee CA Quick Heal Desktop Anti virus version with 4 years update Drivers for different Operating systems Drivers should be freely available on OEM s web site and should be supplied in media along Others with PC Warranty 3 years comprehensive OEM Warranty Page 59 of 98 STATE HEALTH SOCIETY BIHAR Network Duplex Printer A3 Size Ki noise rez anit eme 1 Compliance Parameter Required Specifications Yes or No Printer Copier Speed Black Normal Up to 20 ppm Scan Speed Color 30 ppm Push and pull Scan Required Print quality best Up to 1200 x 1200 dpi Processor speed 600 MHz Display
18. Name the Product Model Specification as Specification as Reference in Remark if any per RFP per BOQ Data sheet as page no etc Page 97 of 98 fa STATE HEALTH SOCIETY BIHAR Annexure 14 Un Priced S No Description A U Qty Make Model 1 IP Based Call Center Solution with Lot 1 Distributed Cloud based Redundant Server IP Based Digital EPABX Digital Voice Logger Server Voicemail IVR SMS E Mail Voicemail IVR SMS E Mail Computer Telephony Integration Ambulance Dispatch Management Advance Reporting tracking System Advance hand held device based application for Ambulance Driver Staff on duty Doctor on duty Application Software 2 Hand Held Device Nos 100 3 IP Phone Nos 60 4 Desktop PC Window OS amp Antivirus Nos 5 Laptop Window OS amp Antivirus Nos 10 6 Network Duplex Printer A3 Size Nos 25 7 Server Windows Linux amp Antivirus 5 5 8 Storage Nos 1 9 San Switch Nos 2 10 Firewall Nos 2 11 4 Cubes of 50 with controller and wall Lot 1 management software 12 UPS Nos 2 13 Data Leakage Protection with necessary Nos 100 appliances 14 Link Load Balancer Nos 2 15 L3 Switch Nos 4 16 Rack amp Passive items AS required 17 60 KVA silent Gen set Nos 1 18 Others if reqd To be part
19. Private VLAN groups IEEE 802 3ad Link Aggregation Static or LACP LAG hashing algorithm Storm Control UDLD Support IEEE 802 1D Spanning Tree Protocol IEEE 802 1w Rapid Spanning Tree IEEE 802 1s Multiple Spanning Tree STP Loop Guard STP Root Guard BPDU Guard IGMP V1 v2 v3 snooping support IGMP querier mode support Static multicast filtering MLD v1 v2 snooping support L3 Services IGMP Proxy MLD Proxy Multicast Static Routes IPv4 IPv6 DVMRP Page 72 of 98 wee EV Ki noise STATE HEALTH SOCIETY BIHAR Neighbor discovery IPv4 IPv6 PIM DM IPv4 IPv6 PIM SM IPv4 IPv6 PIM multi hop RP support DHCP Client IPv4 IPv6 DHCP Server IPv4 IPv6 DHCP Snooping IPv4 IPv6 DHCP BootP Relay IPv4 IPv6 DHCP options 66 67 150 and 55 125 Static Routing IPv4 IPv6 Port based Routing VLAN Routing RIP vi and v2 OSPF v2 VRRP Router Discovery IP Helper IP Source Guard ECMP Proxy ARP Multinetting ICMPv6 DNSv4 ICMP Throttling IPv6 Routing OSPF v3 Configured v6 over v4 tunnels Automatic 6to4 tunnels DNSv6 QoS L2 L3 L4 QoS MAC IP TCP UDP ports IEEE 802 1p Class of Service CoS DiffServ QoS RFC 2998 Weighted round robin WRR queue technology Strict priority queue technology rez anit sme
20. STATE HEALTH SOCIETY BIHAR rez eme f Call Recording e System should have in built capability to automatically as well as manually record and store calls into any voicemail box or a central database for later retrieval sorting searching through a web based browser interface e Automatic and on demand call recording with an option for Contact Store search and replay of saved messages e Tampering Detection Verified Call Recording e Capacity of up to 500 ports for a single site system e System should support automatic deletion of oldest recordings if needed Computer Telephony Integration CTI capability should be in built in the platform e System should support CTI using open standards over LAN e System should be able to provide 1st party CTI as well as 3rd party CTI control to external applications Call Center Features e System should support up to 100 agents e System should have built in ACD Automatic call distribution features e System should support up to 5 supervisors e System should support detailed real time and historical reports e System should have minimum 7real time and historical reports e System should support graphical reports e Reports should be exportable to excel PDF e System should support wall boards both external and PC based wallboards e Report Scheduler Ambulance Dispatch Management e It should be possible to map the location of Ambulance on Google MAP e It shoul
21. Surveillance running successfully for the past one year Chip Type 1 chip 0 95 Digital Micro Mirror Device Resolution 1400 x 1050 native DMD chip resolution resolution Light Type Source LED light source with separate LED array for each colour Brightness ANSI Minimum 700 Lumens Brightness Uniformity gt 90 96 Dynamic Contrast 1400000 1 or more Redundant Dual Power Supply Cube should be equipped with built in a Dual Redundant Power Supply Hot Swappable Power Suply Cube should have a Hot swappable Power Supply In built Control BD Input terminal Input 1 Digital DVI Input 2 HDMI Input 1 Digital DVI D Output 1 Digital DVI Cube Size Each cube shoud have a screen size of 1016 mm wide and 762 mm high Bezel Controller Specification Item Display controller Processor HDD Border of minimum 50 mm and maximum 100mm to be provided on all sides of the full video wall Border should be made of Aluminium or Hard Plastic and should be OEM provided Detail Spec Description Controller to control Video Walls in a matrix of 2 C x 2 R with outputs video inputs and Universal inputs along with necessary software s Single Quad Core Intel Xeon i7 64 bit 2 0 GHz CPU or better Min 4GB Min 500 GB Hard Disk Page 67 of 98 Compliance Yes No STATE HEALTH SOCIETY BIHAR Hard disk Capac
22. a UL flammability rating of 94V o The connector shall provide a ledge directly adjacent to the 110 style termination against which the wires can be terminated and cut in one action by the installation craftsperson Connector wiring is universal and will accommodate installation color codes for T568A and T568B wiring schemes Data Leakage prevention Solution should provide for built in policies for multiple industries and geographies and can those be accessed used and applied simultaneously i e Transport Healthcare and Insurance policies etc Solution should have single policy to scan or discover data wherever it is stored transmitted or used on the network Solution should have centralized interface for policy editing and policy management across all components and single policy for all the channels Solution should have 1700 pre defined policy template on basis of Industry standard and geographical region Solution should be able to analyse HTTPS traffic at gateway level with the help of Inbuilt SSL decryption component and SSL solution should be in gartner leader list The solution should have an agent for printers to detect data leaks over print channel Solution should have wizards to perform fingerprinting both structured and unstructured data System should provide ODBC connection to databases for fingerprinting and option should available to select particular number of rows and columns Solu
23. bidder must address the following in their project implementation strategy Approach and Methodology of design development and management of the Application software The plan should adhere to the software development life cycle SDLC Project Management tools proposed to be used for project A detailed Project schedule with detailed work breakdown structure Bidder s plan to address the key challenges of the project The technical proposal should address the following at the minimum The proposal should have information specific to the 104 Project It should describe how the functional requirements will be translated into technical implementations that is it should map with the Functional Requirements Specifications Provide an infrastructure growth plan including mechanisms for coping with a mismatch of traffic demand and network capacity both at the time of launch and thereafter It should propose how availability performance rates for the system will be measured and maintained Page 96 of 98 STATE HEALTH SOCIETY BIHAR Project Management Plan including o Team deployment to cater to the daily growing public emergencies o Implementation Methodology and Plan to include implementation objectives key deliverables and an implementation schedule for the same Roll out Plan at the specified locations including PERT chart of activities proposed Indication of Time Frame Acceptance Testing Plan Dat
24. considered for Financial evaluation Scores of technically qualified Bidder s shall Page 15 of 98 gt ay o STATE HEALTH SOCIETY BIHAR 4 be weighed prorate on a scale of 70 and shall be carried forward for evaluation together with the scores of Financial evaluation Opening and Evaluation of Financial Bids After evaluating the Technical Bids SHS Bihar shall notify the BIDDERs who s Technical Bids were considered acceptable to SHS Bihar indicating the date time and place for opening of the Financial Bids BIDDER s representative one only may attend the financial bid opening at SHS Bihar at Patna Scores of the Financial evaluation would be weighed prorate on a scale of 100 with the BIDDER with the lowest financial quote getting 100 These Financial scores would then be added up with the score of the technical evaluation and the Bidder getting the maximum total score out of 100 would be considered as the successful BIDDER and called for negotiations if required Formula for Final Bid Evaluation is 7 TM 3 Fn Fmin Fb 100 Where Bm is total marks of the BIDDER in consideration TM is Technical Marks of the BIDDER in consideration Fn is Normalized financial score of the BIDDER in consideration Fb is Evaluated Cost of BIDDER under consideration Fmin is Minimum evaluated cost of any BIDDER SHS Bihar reserves the right to negotiate with th
25. day for the first 15 days and Rs 20 000 for the 2na 15 days Beyond 30 days of delay the contract will be terminated amp PBG will be liquidated by the SHSB Page 33 of 98 b STATE HEALTH SOCIETY BIHAR 4 rez eme In the event of equipment system failure the successful bidder will be required to make alternate arrangements and ensure that the Command amp Control Centre runs un interruptedly and smoothly During the period of failure the Firm shall make suitable arrangements as agreed with the Department If the Call Centre goes down because of reasons other than those envisaged under the force majeure clause one day s charges shall be deducted for every hour of downtime from the bidder s claim If the Call Centre remains unserviceable for a continuous period of 12 hours then no payment shall be made for services during the 7 day period ending on that day In case the successful bidder fails to provide required quality of service for the Call Centre like delay in picking up calls 9596 calls within 2 rings a higher penalty of Rs 500 x no of calls required for threshold level would be charged per day Details will follow in detail SLA amp SOP Bidder shall maintain full confidentiality of the data supplied while answering citizen s complaints Under no circumstances will the Firm divulge reveal share such data for the purpose other than for meeting the Department s requirement Any violation of t
26. device has a public IP address updates can be pushed to the device each time an update is available Configurable IPS filters to selectively implement signatures based on severity target client server protocol OS and Application types Supports automatic security updates directly over the internet ie no dependency of any intermediate device Security check updates do not require reboot of the unit Supports attack recognition inside IPv6 encapsulated packets Supports user defined signatures with Regular Expressions Supports several prevention techniques including drop packet tcp rst Client Server amp both etc List all prevention options DataWall Specification Compliance Detailed Specification Description Yes No Page 66 of 98 Configuration Controller STATE HEALTH SOCIETY BIHAR 4 CUBES OF 50 IN A 2 C X 2 R CONFIGURATION COMPLETE WITH COVERED BASE STAND Cube amp Controller should be from the manufacturer same lt gt 4 rez anit eme 2 Noise Manufacturing OEM should have a manufacturing setup in India for Video Walls running successfully for the last 3 years or more Reputed Company The OEM should be an established multinational in the field of video walls and should have installations around the world Other Quoted brand should have at least 1 installation for City
27. extension of the period of validity The request and the responses thereto shall be made in writing or by Fax Bid Security shall also be suitably extended Bidder granting the request is neither required nor permitted to modify the bid 2 9 Format and Signing of Bids The bidder shall prepare required number of copies original plus one copy of the bid and shall clearly mark each Original Bid or Copy of Bid as appropriate In the event of any discrepancy between them the original shall govern The original and the copy of the bid shall be typed or written in indelible ink and shall be signed and sealed by the bidder or a person duly authorized to bind the bidder to the bid The person s signing the bid shall initial all pages of the bid with company seal except for un amended printed literature The Bids without the seal and signatures in all pages of all documents are to be disqualified The complete bid shall be without alteration or erasures except those accorded with instructions issued by GoB or as necessary to correct errors made by the Bidder in which case such corrections shall be initialed by the person or persons signing the bid 2 10 Sealing Marking and Submission of the BID Bidder shall submit their bids in Four PARTS each in a separate sealed envelope super scribed with the RFP document number due date time Project name and nature of bid bid security Organizational capability Technical bid or Financial Bi
28. for data at rest in motion Page 83 of 98 eL gt VERO 4 STATE HEALTH SOCIETY BIHAR Dry rez sme Solution should have capability to anaylze text inside image with the help of OCR Solution should have option to create URL categories based policy with the help of inbuilt URL categories or after integration with third party product URL categories Solution should have endpoint agent for Windows 32 amp Windows 64 bit Mac amp Linux OS Complied SI No IP Phone Yes No 1 VoIP Protocol Supports SIP Ver 2 RFC 3261 Redundant Server RFC 3263 DNS SRV 2 Network Support TFTP RTP DNS TCP UDP SNTP DHCP ENUM support RFC 3261 TLs SIPS and SRTP for Secure communication 3 Call Features Call Originate and Answer Call handling of upto 4 simultaneous calls Call Transfer Blind Attended 3 Way Call Conference Music on Hold Call waiting Indication Mute Redial Call logs Received missed dialed calls 4 Audio Speech codecs G 711 G 726 G 729 and G 722 HD wideband audio DTMF Tone Generation Acoustic Echo Removal Voice Activity Detection Comfort Noise insertion User Interface Display 4 line backlit B W display Handset Hands free Full Duplex v oo om H
29. identified deficiencies related to its performance Bidders Performance Matrix EV A o Sl no Performance Metric Measure Service level Unit 1 Average Call Response Time Seconds 95 96 of incoming calls Average Speed of Answer within 4 5 seconds 2 rings Average Call Handling Time Seconds Less than 180 seconds 3 Abandoned Call Rate 96 Less than 1 96 Percentage of all incoming calls Maintaining customer satisfaction is a critical factor and some of the metrics that are required to measure customer satisfaction are as follows Average call response time This is the average time taken by callers waiting in a queue to be attended by an agent Also known as Average Speed of Answer ASA Average call handling time This is the average amount of time during which agents work with callers including actual talk time hold time and after call work wrap up time Abandoned call rate 96 This is the percentage of calls abandoned by a caller when a caller is in agent queue Call dropped after 20 Sec Customer survey results call satisfaction levels Page 32 of 98 9 noise STATE HEALTH SOCIETY BIHAR rez eme 1 System Performance Metrics The Command amp Control Centre system availability must be over 99 996 This will be calculated on monthly basis Quality Assurance The vendor shall ensure a minimum score of 90
30. mentioned should Manufacturer Authorization Form be submitted as per the format given in from OEM s Original Equipment the Annexure Manufacturer for Servers Storage EPBX Desktop PCs Laptops Hand Held Devices SAN Switch Firewalls Data Leakage Prevention L3 Switches UPS Link Load Balancer Bidders should either have local presence in Bihar or agree to setup local office within one month of award of contract A self certified letter by the designated official of the responding firm to open up a local office at Patna within one month of award of contract If the Bidders are already having a local office at Patna relevant address proof Electricity Bill BSNL phone Bill Rent Agreement for the same to be provided Bidder will have the responsibility of all kind of maintenance and support of equipment software etc specified in this project for a period of A self certified letter by the designated official of the responding firm for taking the responsibility of all kind of maintenance and support of equipment software etc specified in this project for a period of three years Power of Attorney for signing the bid letters etc on behalf of the firm Power of Attorney to be provided as per the format given in the Annexure RFP document stamped and Signed in page printed back to back to be submitted Page 11 of 98 eL gt alloy 4 STATE HEALTH SOCIE
31. should support unified messaging with Microsoft Outlook compliant email application System should support voicemail access through web browser External Fax server integration should be available VM should support text to Speech functionality VM should support Auto Attendant IVR functionality should be available External Database Integration should be available during IVR call flows The system should allow configuration for multiple Languages wherein Call Takers can be grouped as per their skill sets It should allow Identification of Callers by Caller ID or with some alternate number It should allow routing of calls based on the STD codes or Mobile Number Series It should allow accepting requests over SMS from the applicants and revert back with the information as required It should trigger SMS for any of the relevant information that needs to be updated to the applicants System needs to have the Email service also to trigger any of the relevant information to the applicants as and when required System must provide the ability for changing or re recording of Voice Prompts System should allow integration with the In house 104 Database System should provide applicants to enquire on general account information and status of other activities System should allow interfacing to a third party database for information Data retrieval Page 53 of 98 2 Dry lt gt alloy 4
32. the Driver for the quick service e Ifthe beneficiary needs emergency care the call is routed to 104 helpline e Ifthe beneficiary needs information counseling medical advice then citizen details are captured and entered in the system Task is then generated for the Doctor for every such request e Ifthe beneficiary asks for medical advice then the Tele caller asks for symptoms from the citizen before patching the call with doctor e The Tele Caller can suggest hospitals private practitioners to be visited by the beneficiary for further clinical advice e The Operator can also provide information about nearby pharmacies pharmacists in case the beneficiary needs to know where he can procure medicines etc e Ifthe beneficiary is not satisfied with the counseling information or medical advice or if the Tele Caller believes that more expertise is required to assist the beneficiary the call is routed to an available doctor Task is generated for the concerned doctor e The doctor then tries to provide the relevant information counseling or advice to the beneficiary e Feedback on the service is collected from the caller e Tracking of each Doctor can be done and reports can be generated to see the action taken time on each Task If the Task is not completed by the concerned Doctor the same can be escalated in the hierarchy chain e TIt should be possible to have Simultaneous calling option on Doctor s Mobile phone or SI
33. the SHS Bihar Once the Tests successfully performed the temporary acceptance of the system will be given Only then the system will be ready for Test Run 4 3 2 Test Run This Test aims at keeping the complete system in operation for a period of 10 days continuously In case of failure the Tests will be re started till the system operates without failure for 10 days continuously SHS Bihar shall have the right to reject the complete system or part thereof in the event s of the acceptance Tests failing in two attempts The Test Run shall be carried out after the commissioning of complete system Page 30 of 98 gt j E gt STATE HEALTH SOCIETY BIHAR MS rez sme fW Noise Various observations and test results obtained during the various tests shall be documented and produced in the form of a report by the BIDDER If malfunctions or failure of a unit or sub system repeats the Test shall be terminated and BIDDER shall replace the necessary components and assemblies to correct the deficiencies Thereafter the Test shall commence all over again from the start as mentioned above If after this one replacement the unit or sub system still fails to meet the specifications the BIDDER shall replace the complete unit or sub system with the one that meets the requirements and restart the Test all over again cost for repair replacement of defective unit component system
34. will be final and binding and no disputes in this regard will be entertained 3 12 Operation and Maintenance During the Agreement Period the BIDDER shall operate and maintain the Call Center Facilities in accordance with this Agreement comply with the provisions of this Agreement Applicable Laws and Applicable Permits and conform to Good Industry Practice The obligations of the Service Provider hereunder shall include 1 Providing round the clock response to medical emergencies as per the Performance Standards SOP defined and forming part of the Agreement during normal operating conditions 2 Carrying out periodic preventive maintenance of the Project Facilities 9 routine maintenance to ensure undisrupted operation of the Project acilities Page 20 of 98 MAN gt STATE HEALTH SOCIETY BIHAR pe redu eme 4 Undertaking refurbishment of IT Infrastructure and other equipment 5 Operation and maintenance of all communication control and administrative systems necessary for the efficient operation of the Project Facilities 6 The Service Provider shall maintain in conformity with Good Industry Practice all equipment software building and furniture forming part of the Project Facilities Statutory Compliance the BIDDER is responsible for the compliance of the statutory requirement under any law in respect of any asset and operation including compl
35. x100 5 05 Medical and Fire b b N x100 t t P x100 6 06 Medical Police and Fire c N x100 u P x100 7 07 Other if any Total N N N x100 P P P x100 Note Col no 5 amp 7 values should be upto 2 decimal places Row no 4 5 6 are those cases where combined emergencies occurs It is not like Total of Medical and Police cases Page 89 of 98 STATE HEALTH SOCIETY BIHAR EMERGENCY RESPONSE SERVICES SHS Bihar D 1 TYPES OF CASE WISE DETAILS Chief complaint wise summary sheet order by code Up to reporting month 2014 Print date amp time Sno Chief complaint during the month upto the month code Type INo of of cases No of Cases of cases cases 1 2 3 4 5 6 7 1 01 Abdominal Pain Problems n n N x100 p p P x100 2 02 Animal Bites Attacks m m N x100 q q P x100 3 03 Allergies Reactions Envenomationso 0 N x100 r r P x100 Stings Bites Total IN N N x100 P x100 Note Col 5 amp 7 values should be up to 2 decimal places report should be sorted on CODE Page 90 of 98 STATE HEALTH SOCIETY BIHAR EMERGENCY RESPONSE SERVICES SHS Bihar D 2 TYPES OF CASE WISE DETAILS Chief complaint wise summary sheet order by type Up to reporting month 2014 Print date amp time Sno Chief complaint during the month upto the month code Type I
36. 1493 Bridge MIB RFC 1643 Ethernet like MIB RFC 2233 The Interfaces Group MIB using SMI v2 RFC 2674 VLAN MIB RFC 2613 SMON MIB RFC 2618 RADIUS Authentication Client MIB RFC 2620 RADIUS Accounting MIB RFC 2737 Entity MIB version 2 RFC 2819 RMON Groups 1 2 3 amp 9 IEEE 802 1X MIB IEEE 802 1 PAE MIB 2004 Revision IEEE 802 1AB LLDP MIB ANSI TIA 1057 LLDP MED MIB Private Enterprise MIBs supporting switching features RFC 2474 definition of the Differentiated Services Field DS Field in the IPv4 and IPv6 headers RFC 2475 an architecture for differentiated services RFC 2597 Assured Forwarding PHB Group RFC 3246 An Expedited Forwarding PHB Per Hop Behavior RFC 3260 New Terminology and Clarifications for DiffServ RFC 3289 Management Information Base for the Differentiated Services Architecture read only Private MIBs for full configuration of DiffServ ACL and CoS functionality RFC 854 Telnet Page 75 of 98 eL 25 i Noise STATE HEALTH SOCIETY BIHAR RFC 855 Telnet Option rez sme fW 1155 SMI v1 RFC 1157 SNMP 1212 Concise MIB Definitions RFC 1867 2 0 Forms with file upload extensions RFC 1901 Community based SNMP v2 RFC 1908 Coexistence between SNMP v1 amp SNMP v2 RFC 2068 HTTP 1 1 protocol as updated by draft ietf
37. 2 Requirements for IP Version 4 Routers RFC 2082 RIP 2 MD5 Authentication Page 76 of 98 eL 25 i Noise STATE HEALTH SOCIETY BIHAR RFC 2131 DHCP Relay rez sme fW RFC 2328 OSPF Version 2 RFC 2370 The OSPF Opaque LSA Option RFC 2453 RIP v2 RFC 3046 DHCP Relay Agent Information Option 3101 The OSPF Not So Stubby Area NSSA Option RFC 3137 OSPF Stub Router Advertisement RFC 3768 VRRP Virtual Router Redundancy Protocol Route Redistribution across RIP OSPF and BGP VLAN Routing RFC 1724 RIP v2 MIB Extension RFC 1850 OSPF MIB RFC 2096 IP Forwarding Table MIB RFC 2787 VRRP MIB Private Enterprise MIB supporting Routing features RFC 1112 Host Extensions for IP Multicasting RFC 2236 Internet Group Management Protocol Version 2 RFC 2365 Administratively Scoped IP Multicast RFC 2710 Multicast Listener Discovery MLD for IPv6 RFC 3376 Internet Group Management Protocol Version 3 RFC 3810 Multicast Listener Discovery Version 2 MLDv2 for IPv6 RFC 3973 Protocol Independent Multicast Dense Mode PIM DM RFC 4601 Protocol Independent Multicast Sparse Mode PIM SM Distance Vector Multicast Routing Protocol IGMP MLD based Multicast Forwarding IGMPv3 MLDv2 and Multicast Routing Protocol Interaction Bootstrap Router BSR Mechanism for P
38. 3 2 Contract Obligations Once a contract is confirmed and signed the terms and conditions contained therein shall take precedence over the BIDDER s bid and all previous correspondence 3 3 Implementation Performance Guarantee The BIDDER shall furnish an irrevocable and unconditional Implementation Guarantee as provided in the RFP to SHS Bihar for an amount equal to 10 of the total project cost for implementation of the project as payable in terms of the Agreement The Implementation Guarantee shall be discharged by SHS Bihar and returned to the BIDDER within 30 days from the date of End of Project 3 4 Application These general conditions shall apply to the extent that they are not superseded by provisions of other parts of the bid document Page 19 of 98 gt 4 STATE HEALTH SOCIETY BIHAR 3 5 Governing Language The Contract shall be written in English language All correspondence and other documents pertaining to the Contract which are exchanged by the parties shall be written in the same language 3 6 Applicable Law The Contract shall be interpreted in accordance with the laws of the Union of India and State of Bihar 3 7 Assigning of Sub Contracts The BIDDER can t assign anyone in whole or in parts its obligations to perform under the Contract without SHS Bihar s formal consent 3 8 Change orders i SHS Bihar may at any time give written order to the BIDD
39. 3 line display with back light Hi Speed USB 2 0 built in Fast Ethernet Connectivity standard 10 100Base TX Network ready Standard built in Ethernet Compatible operating systems Windows and LINUX Memory standard 128 MB Paper handling input 100 sheet Multipurpose tray standard 250 sheet input tray Duplex printing Automatic standard Duplex copying Automatic standard Mobile Printing Through router over WiFi Media sizes supported A5 to A3 Media sizes custom A5 to A3 Media Types good quality paper upto 163 gsm Server Item Description of Requirement Compliance Yes No Processor Server should be provided with two number of Intel E7 4860 v2 12 core 2 6 GHz processors It should be scalable up to 4 processor Chipset Intel C602J Chipset Intel Xeon E7 4800 8800 v2 Processor Family Cache 12MB Lg cache memory Memory 72 GB DDR3 RDIMM Memory should be proposed Proposed memory should support reliably identify and verify whether installed memory has passed the rigorous OEM qualification and testing process to increase system reliability Up to 3TB memory supporting DDR3 14333MHz across 96 DIMM slots Page 60 of 98 Memory Features STATE HEALTH SOCIETY BIHAR features quarantine correction correction sparing Should support advanced 1 Memory 2 Double data 3 Single data 4 Online 5 Memory mirroring memory device device Memory lt gt
40. 6 stranded UTP Plug 94V O Cable Sheath PVC Low Smoke Zero Halogen Dimensions Lengths 1 2 3 and 5 meters Color Blue White and Grey with matching boots INFORMATION OUTLETS MAKE LEVITON HENRICH CORNING Description extreme 6 Connector Standard Compliance extreme 6 system components should meet or exceed the requirements for channel and component level performance for TIA Category 6 cULus Listed NOM and ACA Features Should terminates 26 22 AWG solid conductors Should be Capable of multiple determinations Must have Gas tight IDC connectors prevent corrosion Should have Dual layer T568B T568A wiring label simplifies punch down Should have Patented Retention Force Technology or equivalent to protects tines from damage from 4 or 6 pin plugs Must have Pair Separation Tower design or equivalent which facilitates separation of conductors To Comply with TIA 568 C 2 requirements The connector is configured in a 180 configuration such that the punch field is in the back allowing for rear termination Page 82 of 98 wee EV Ki noise STATE HEALTH SOCIETY BIHAR The connectors shall also be in compliance with all National Electrical Codes compliant with FCC Part 68 UL listed and independently verified rez eme All plastics used in construction of the connector bodies shall be fire retardant with
41. ATE HEALTH SOCIETY BIHAR The Firewall should support a minimum of 2x10GbE 5 interface 8 x 10 100 1000 interfaces with auto sensing capacity and 4x 1GbE SFP Ports lt gt alloy 4 rez anit med fW 2 noise The platform should support the standards based Link aggregation technology IEEE 802 3ad to achieve higher bandwidth The Firewall should support IEEE 802 1q VLAN Tagging with about 512 VLANs supported in NAT Route mode Should support automatic ISP failover as well as ISP load sharing for outbound traffic The Firewall should support Dynamic Routing Protocol for RIP1 amp 2 OSPF OSPFva BGP4 RIPng The Firewall should support Static Policy Based and Multicast routing The Firewall should support throughputs of 18 Gbps or better should support concurrent session at least 5 9 Million Should support new session per second at least 180 000 Should support and IPS throughput of 4 5 GBPS or better Operating System amp Management Requirements Be proprietary to prevent inheriting common OS vulnerabilities Resided on flash disk for reliability over hard disk Allow multiple OS firmware image for booting options Upgradeable via Web UI or TFTP Be easily backup or restored via GUI and CLI to from local PC remote centralized management or USB disk The system shall support profile base login account administration offering gradual ac
42. ER to make changes for additional functionalities specifically required but not falling within the general scope of the current RFP Contract If any such change causes an increase in the cost of or the time required for the BIDDER s performance of any provisions under the Contract the BIDDER should notify SHS Bihar in terms of the cost and person month efforts required for executing the change requests SHS Bihar will examine the efforts estimate amp agreed efforts will be compensated in terms of person month charges 2 Any claims by the BIDDER for adjustment under this clause must be asserted within 6 working days from the date of the BIDDER s receipt of the SHS Bihar s change order 3 9 Notices 1 Any notice given by one party to the other pursuant to this contract shall be sent to the other party in writing or by telex email or facsimile to the other party s address and confirmed in writing by the other party 2 Anotice shall be effective when delivered or tendered to other party whichever is earlier 3 10 Patent Rights The BIDDER shall indemnify the Tenderer against all third party claims of infringement of patent trademark or industrial design and intellectual property rights arising from the use of equipment and services or any part thereof 3 11 Taxes and Duties Sales Tax Service Tax VAT Work Contracts Tax Octroi and other statutory levies shall be paid by BIDDER as applicable The decision of SHS Bihar in this regard
43. ETY BIHAR 4 rez eme fW o o 1 Category Max Sub category Marks No Marks 1 Technical architecture 20 Redundancy amp design of network 5 network Call Center Design amp Scalability ofthesolution 10 Design Security of network 5 2 Proposed technical 20 Methodology for the proposed 5 solution services Call center design and operation 5 procedure Proposed work plan with detailed 5 WBS Training details 5 3 Manpower 10 1 60 5 Availability of technically gt 60 10 qualified resources on the rolls of the bidder Letter from HR department 4 Certifications 15 4 PMP Prince 2 certified and 1ITIL 5 Photo copy of the certified resources Certificates to be 6 PMP Prince 2 certified and 3 ITIL 10 furnished certified resources 8 PMP Prince 2 certified and 5 ITIL 15 certified resources Else 5 Technical Specification 20 Comparison between Technical 20 Specification and offered Specification 2 marks to be reduced for each deviation but not limited to 10 marks only If deviation in Technical specifications mentioned is more than 5 the bid can be summarily rejected 6 Technical Presentation 10 Methodology of operational plan 10 IT Solutions Management of Manpower Clarification of Queries 7 Quality certifications 5 ISO 9001 2008 5 Else Page 47 of 98 STATE HEALTH SOCIETY BIHAR Annexure 9 Technical Specifi
44. FP It should articulate in detail as to how the bidder s Technical Solution meets the requirements specified in the RFP The technical proposal must not contain any pricing information In submitting additional information please mark it as supplemental to the required response Proposals must be direct concise and complete information not directly relevant to this RFP should be omitted Department will evaluate bidder s proposal based upon its clarity and the directness of its response to the requirements of the project as outlined in this RFP The bidder is expected to provide bill of materials for the proposed solution as part of technical proposal without price quote The Bill of materials deliverables as given in the technical solution should be in consonance with the financial proposal Any deviations in the final deliverables between technical and financial proposals shall make the proposal as being unresponsive and may lead to disqualification of the proposal Department reserves the right to take appropriate action in this regard Bidders are required to provide in their proposals details and sizing estimates of hardware required to be procured The hardware and network equipments should be planned keeping in mind the application and data requirements for a period of at least 3 years The hardware and networking equipment face technological obsolescence and thus proper planning for procurement and management is very critical The
45. IM RFC 2932 IPv4 Multicast Routing MIB RFC 5060 Protocol Independent Multicast MIB Distance Vector Multicast Routing Protocol MIB Multicast Group Membership Discovery MIB PIM Bootstrap Router MIB Private Enterprise MIB supporting Multicast features RFC 1981 Path MTU for IPv6 RFC 2460 IPv6 Protocol Specification 2461 Neighbor Discovery 2462 Stateless Auto configuration RFC 2464 IPv6 over Ethernet 2711 Router Alert 2740 OSPFv3 RFC 3056 Connection of IPv6 Domains via Clouds Page 77 of 98 STATE HEALTH SOCIETY BIHAR 3315 DHCPv6 stateless relay VERO 4 lt gt rez 3484 Default Address Selection for IPv6 RFC 3493 Basic Socket Interface for IPv6 RFC 3542 Advanced Sockets for IPv6 RFC 3587 IPv6 Global Unicast Address Format RFC 3736 Stateless DHCPv6 4213 Basic Transition Mechanisms for IPv6 RFC 4291 Addressing Architecture for IPv6 4443 ICMPv6 RFC 2465 IPv6 MIB 2466 ICMPv6 MIB Management SNMP vi v2c v3 with multiple IP addresses Port mirroring support many to one Flow based mirroring Syslog SFTP HTTP SCP or local USB flash for Configuration files and firmware upg
46. In equal 12 QGR 10096 of OPEX 2weeks from date of signing of contract agreement percentages to be computed on the Capital Expenditure and Operational Expenditure values of the Project Cost On receipt of such invoice after verification SHS shall release the amount to the BIDDER Page 31 of 98 STATE HEALTH SOCIETY BIHAR 4 reu ani eme The currency of payment shall be Indian Rupees If there is any deficiency in the performance of contractual obligations on the part of the BIDDER the BIDDER shall be liable for imposition of appropriate penalties as specified in the RFP and SHS Bihar shall be entitled to deduct such penalties at source while making payment to the BIDDER for the services provided as mentioned amp forfeit the guarantee submitted 4 4 Penalties and SLA This document describes the minimum acceptable level of service to be provided by the Vendor The department estimates more than one lakh calls per day in the current year which may even increase further The Service Level Agreements SLAs enlisted here are indicative and an exhaustive list will be prepared by SHSB on award ofthe contract Performance Criteria Periodic Reviews Periodically but no less than quarterly the Vendor and Dept shall review and evaluate the Vendor s performance against the performance standards set forth in this document The Vendor shall take all steps reasonably necessary to rectify any
47. N Connectivity Bidder shall implement standard LAN switches amp Standard Firewall restricting the access from other network to communicate with this network Each Agent cubicle shall be enabled with separate data ports amp voice ports CAT6 cable shall be used for cabling from server room to Agent desks and similarly for interconnectivity between the racks Bidder Supplier shall be responsible for the overall connectivity with structured cabling testing amp certification At least 4 Power sockets 5 15 Amp universal UPS source shall be deployed at each agent work station Dedicated network bandwidth is to be allocated for the 104 Call Centre to avoid any latency Site Preparation a b Bidder is required to do all prior work of installing the required hardware amp software recruitment and training test dialing etc in 45 days time from the date of award of contract to them c The successful bidder shall provide Site Plan and equipment layout plan for the System within 10 days of issue of Lol d The vendor shall provide physical area infrastructure hardware software and manpower as specified Best specifications shall be adopted by the vendor for commissioning operating and maintaining the Call Centre though the minimum specifications are provided in this RFP Page 26 of 98 E lt gt STATE HEALTH SOCIETY BIHAR WS reu eme NOISSW e Bidder should set up amp operationaliz
48. No of of cases No of Cases of cases cases 1 2 3 4 5 6 7 1 01 Abdominal Pain Problems n n N x100 p p P x100 2 02 Animal Bites Attacks m m N x100 q q P x100 3 03 Allergies Reactions Envenomationso 0 N x100 r r P x100 Stings Bites Total IN N N x100 P P P x100 Note Col no 5 amp 7 values should be up to 2 decimal places report should be sorted on TYPE Page 91 of 98 BUT Aq perire 5 05 0 JO ON qUe 801 JO ON AY poneo euonninsur JO ON JO OU RIO peseq sdr Jo ou 210 peseq wy sdr ou JON peseq wy sdiq Jo ou sury eouejstp SUIT ay SUIT oouejstQq CUA oouejstq WRAL S refe anim tert sdi ou 910 sdr JON upto the month sdrn Jo ou po reAy que perire 5 05 0 JO ON quie 801 JO ON OVE nq euonninsur High Focus Blocks MONTHLY REPORT JO OU Teo L Page 92 of 98 peseq wy sdr Jo ou 210 ion in 50 peseq wy sdr
49. P client in Doctor s Smart Mobile phone e It should be possible to send Alerts to Doctors on SMS of various Task Page 50 of 98 General E lt gt STATE HEALTH SOCIETY BIHAR 4 rez spin eme For Grievance Redressal also a proper escalation hierarchy should be followed as per SOP given by SHSB The system should be capable of supporting IP Extensions The system should support BRI PRI Analog Trunks The system should have in built 2 port auto sensing 10 100 Mbps LAN Switch Layer 3 The system should support internal MOH Music on Hold which should be uploaded using the Wav file and should have an audio input port for external MOH connectivity System should support standards based CTI integration with 3rd party applications The system should be 19 rack mountable The quoted model should be TEC approved Vendor to submit TEC approval certificate along with the bid The System should have a separate Application server separate Database server and separate Telephony device which should connect to the application server and the DB server over the LAN and not over PCI PCIe The CTI Hardware needs to have the latest CSP Common Signalling Processor Modules instead of the old HMP modules which uses the Server CPU resources for their activities The voice processing should be done by the CTI device and it should not share any kind of resources including CPU resources from the a
50. SOCIETY BIHAR Page 37 of 98 4 gt p noise ari sree 25 STATE HEALTH SOCIETY BIHAR 4 Annexure 1 Format for Performance Bank Guarantee To be stamped in accordance with Stamp Act Ref Bank Guarantee No Date Dear Sir Name of BIDDER hereinafter called the BIDDER has undertaken pursuance of Contract dated 2014 hereinafter referred to the Contract to implement the Name of the project of for the SHS Bihar AND WHEREAS it has been stipulated in the said Contract that the BIDDER shall furnish a Bank Guarantee the Guarantee from a Nationalized Scheduled Commercial bank for the project performance of the Name of the Project as per the agreement WHEREAS we the Bank which expression shall be deemed to include it successors and permitted assigns have agreed to give the SHS Bihar the Guarantee THEREFORE the Bank hereby agrees and affirms as follows 1 The Bank hereby irrevocably and unconditionally guarantees the payment of Rs being 1096 of the sum of order value to SHS Bihar under the terms of their Agreement dated on account of full or partial non performance non implementation and or delayed and or defective performance implementation Provided however that the maximum liability of the Bank towards SHS Bihar under this Guarantee shall not under any circumst
51. TY BIHAR noise NOTE Please submit all the documentary evidence in support of the above conditions as the eligibility criteria without any of the above mentioned documents in the format as described if not submitted the bids will be summarily rejected 2 3 Tender Fees There are no Tender fees for this Bid 2 4 Proposal Preparation Cost The Bidder is responsible for all costs incurred in connection with participation in this process including but not limited to costs incurred in conduct of informative and other diligence activities participation in meetings discussions presentations preparation of proposal in providing any additional information required by SHS Bihar to facilitate the evaluation process and in negotiating a definitive Service Agreement or all such activities related to the bid process This RFP does not commit SHS Bihar to award a contract Further no reimbursable cost may be incurred in anticipation of award 2 5 RFP Document Bidder is expected to examine all instructions forms terms specifications and other information in the RFP document Failure to furnish all information required by the RFP document or to submit a Bid not substantially responsive to the RFP document in every respect will be at Bidder s risk and may result in the rejection of its Bid The Bid documents may be downloaded from website http www statehealthsocietybihar org Tempering with any format given may be liable for rej
52. Telnet FTP SMTP HTTP DNS ICMP DHCP RPC SNMP BGP IMAP NFS etc Should be able to inspect HTTP and FTP traffic when these are deployed using non standard port ie when HTTP is not using standard port TCP 80 High Availability Requirements The firewall must support Active Active as well as Active Passive redundancy The Firewall must support stateful clustering of multiple active firewalls and the firewalls must load balance the traffic between them to share the load The cluster should support simple and minimal downtime during upgrade Network Intrusion Detection amp Prevention System Requirements The IPS capability shall minimally attain Internet Computer Security Association ICSA NIPS or NSS or equivalent Certification Should have a built in Signature and Anomaly based IPS engine on the same unit Able to prevent denial of service and Distributed Denial of Service attacks Signature based detection using real time updated database Anomaly based detection that is based on thresholds Administrator shall be able to configure DoS policies that are used to associate DoS settings with traffic that reaches an interface based on defined services source and destinations IP Range The device shall allow administrators to create Custom IPS signatures IPS Signatures can be updated via pull technology or push technology Administrator can schedule to check for new updates or if the
53. a Backup plan Escalation Process during implementation gt Quality and Security Assurance Plan Training Plan Hand holding Operations and Maintenance Plan gt Bill of Materials without price location wise to include all Hardware Software Detailed specifications including make model and version of Hardware and Networking equipment Licensing details of software with details of maintenance arrangements with OEM Manufacturer Authorization letters to be attached of all the components of the Bid The Service Provider shall be responsible for providing the Exit Management Plan for the project to APTS at the time of submission of bids gt Post Implementation Plan Manpower Deployment to support operations and maintenance of Services and IT infrastructure Y Location Manpower Structure and Services offered from Help desk Method of calculating uptime of IT infrastructure and reporting format Y Maintenance arrangements with OEM for all supplies arranged through them Y Exit Management Plan Technical proposals should not be more than 60 pages using Georgia font size 11 printed back to back gt CVs of the key resources 10 along with one PM to be submitted separately as per Annexure 6 Data Sheet Mapping It should be submitted as separate document with all the datasheets Without this the Bids will be summarily rejected Bidders should also provide mapping of the datasheets in the following ways
54. agreed outcomes Other services Page 27 of 98 E lt gt STATE HEALTH SOCIETY BIHAR WS rez eme NOISSW a Observance of strong amp healthy management practices employing appropriate advanced technology and safe methods b The Bidder shall undertake periodical preventive maintenance of Equipment Accommodation to ensure uninterrupted operation of the Project Facilities c Bidder should offer a comprehensive 24x7x365 Call Centre providing uninterrupted 104 service by putting in place robust technical and managerial support system for this mission critical project d The bidder will provide software for recording and monitoring calls on 24x7x365 basis e Bidder will be responsible for rendering the services from the 104 Call Centre costs related to the establishment operation and maintenance of this Call Centre will be borne by the bidder f Bidder must implement precautions to ensure that files and programs can be re created in the event of loss by any cause including a plan to safeguard data files g Bidder should be responsible for settling day to day issues related to breakdowns disconnections etc with the telephone companies h Bidder should appoint a person to be the nodal point for coordinating with the department The person identified must be available over phone at all times 1 Bidder shall install and maintain Air Conditioning equipment j Bidder shall pr
55. all have following respective meanings Agreement means the Agreement to be signed by the Successful BIDDER and State Health Society Bihar Authorized Representative shall mean any person agency authorized by either of the parties Bid Bid shall mean the Technical Bid and Financial Bid submitted by the Bidder in response to this RFP in accordance with the terms and conditions hereof Bidder shall mean 5 short listed Bidder Bidding Company shall refer to such single company short listed that has submitted the response in accordance with the provisions of this RFP Chartered Accountant shall mean a person practicing in India or a firm whereof all the partners practicing in India as a Chartered Accountant s within the meaning of the Chartered Accountants Act 1949 Company shall mean a body incorporated in India under the Company s Act 1956 Conflict of Interest A Bidder may be considered to be in a Conflict of Interest with one or more Bidders in the same bidding process under this RFP if they have a relationship with each other directly or indirectly through a common company entity that puts them in a position to have access to information about or influence the Bid of another Bidder Contract is used synonymously with agreement Corrupt Practice means the offering giving receiving or soliciting of anything of value or influence the action of a public official in the process of Contract execution Documen
56. all mean the selected BIDDER SWAN means State Wide Area Network Tenderer shall mean the authority issuing this Request for Proposal RFP and the authority under which infrastructure is to be implemented operated managed etc and this authority shall be the Government of Bihar Page 10 of 98 wee EV A i o RALHI ER E gt Noise Termination notice means the written notice of termination of the Agreement issued by one party to the other in terms hereof 2 2 Eligible BIDDER The following are the conditions which are to be necessarily fulfilled to be eligible for technical evaluation of the proposed solution Should have submitted a EMD Rs 15 00 000 Rupees Fifteen Lakhs only Original DD of Rs 15 00 000 The responding firm shall not be under a declaration of ineligibility for corrupt or fraudulent practices And Should not be blacklisted by any State Govt Central Govt PSU World Bank DFID ADB for any reason A self certified letter by the designated official of the responding firm about the non blacklisting of the firm by the mentioned agencies for any reason during last 3 years ending on March 2014 during last 3 years ending on March 2014 Declaration that the bidder is not blacklisted as the format provided in the Annexure in a notarized stamp paper of Rs 500 Both of the documents are reqd Bidders reqd to submit MAF MAFs for all the items
57. ances exceed in aggregate 2 In pursuance of this Guarantee the Bank shall immediately upon the receipt of a written notice from SHS Bihar stating full or partial non implementation and or delayed and or defective implementation which shall not be called in question in that behalf and without delay demur or set off pay to SHS Bihar any and all sums demanded by SHS Bihar under the said demand notice subject to the maximum limits specified in Clause 1 above A notice from SHS Bihar to the Bank shall be sent by Registered Post Due at the following address Attention 3 This Guarantee shall come into effect immediately upon execution and shall remain in force for a period of 12 months from the date of its execution However the Guarantee shall not less than 30 days prior to its expiry be extended by the Bank for a further period of 12 months The Bank shall extend the Guarantee annually in the manner herein before provided for a period of five years from the date of issue of this Guarantee Page 38 of 98 lt ay o STATE HEALTH SOCIETY BIHAR 4 rez eme 1 4 The liability of the Bank under the terms of this Guarantee shall not in any manner whatsoever be modified discharged or otherwise affected by a any change or amendment to the terms and conditions of the Contract or the execution of any further Agreements b any breach or non compliance by the BIDDER with any
58. aredness before the representatives of SHS Bihar and We our principals are also equipped with adequate maintenance and service facilities within India for supporting the offered document 2 We hereby offer to provide the Services at the prices and rates mentioned in the Financial Bid 3 We do hereby undertake that in the event of acceptance of our bid the Services shall e provided as stipulated in the schedule to the Bid document and that we shall perform all the incidental services 4 We enclose herewith the complete Technical Bid as required by you This includes a This Bid Letter b Details of the proposed solution proposed Methodology amp Timeline We agree to abide by our offer for a period of 180 days from the date fixed for opening of the Technical Bids and that we shall remain bound by a communication of acceptance within that time We have carefully read and understood the terms and conditions of the tender and the conditions of the Contract applicable to the tender and we do hereby undertake to provide services as per these terms and conditions Bid Security Earnest Money for an amount equal to Rs 15 00 000 Rs Fifteen Lakhs Only is enclosed We do hereby undertake that until a formal contract is prepared and executed this bid together with your written acceptance thereof or placement of letter of intent awarding the contract shall constitute a binding contract between us Page 43 of 98 Dat
59. cations VERO 4 gt noise reu eme IP Based Call Center Solution with Distributed Cloud based Redundant Server 1 No Description Parameter Compliance Yes No 1 IP Based Digital EPABX IP Based Call Center Solution with IVRS CLI ACD and CTI facility with following features a Provision for 60 IP Soft Ext on Care taker PC or IP hard Phone as extensions for Call Takers Dispatchers for CCD for Supervisors Manager etc Total 60 Expandable to 100 Extensions b 6 Party Internal External Multi group Tele conferencing facility to all the Call Takers Dispatchers amp Supervisors Managers etc c All the standard features like Call Transfer Call Forward Call pick up Call hold Call Barge in etc d 1 Trunk Card of 4 lines with CLI to connect Land lines GSM phones e ISDN PRI cards 2 Nos Expandable for 8 Nos 2 Technology IP based SIP only 3 Interface Should support all Telecom interfaces 4 Type of Interface ISDN interface for digital trunk from BSNL MTNL 5 Type of Extension Support IP softphone IP hard Phone 6 Run Distance On LAN network 7 Requirement at the time of Integrated Voice messaging system supply with required Channels for IVRS function b Voice messaging Pre defined text to voice Conversion information c Estimated wait time incase if all Call Takers are Busy d Voice mail instructions to Caller inca
60. cedure ii In case an authorized Director of the Applicant signs the Application a certified copy of the appropriate resolution document conveying such authority may be enclosed in lieu of the Power of Attorney iii In case the Application is executed outside India the Applicant has to get necessary authorization from the Consulate of India The Applicant shall be required to pay the necessary registration fees at the office of Inspector General of Stamps Page 40 of 98 STATE HEALTH SOCIETY BIHAR 4 rez spin eme Annexure 3 Format for Affidavit Format for Affidavit certifying that Entity Promoter s Director s Members of Entity are not Blacklisted On a Stamp Paper of Rs 500 Affidavit Sole Applicant Lead Member Member Affiliate the names and addresses of the registered office hereby certify and confirm that we or any of our promoter s director s are not barred by State Health Society Govt of Bihar or any other entity of GoB or blacklisted by any state government or central government department organization in India World bank DFiD ADB from participating in Project s either individually or as member of Consortium as on Date of Signing of Application We further confirm that we are aware that our Application for the captioned Project would be liable for rejection in case any material misrepresentation is made or discovered at any stage
61. cess control such as only to Policy Configuration amp Log Data Access The proposed system shall be able to limit remote management access from certain trusted network or host with corresponding administrator account The proposed system should be able to facilitate administration audits by logging detailed activities to event log for management amp configuration updates The administrator authentication shall be facilitated by local database PKI amp remote services such as Radius LDAP and TACAS The Firewall must be capable of clustering multiple firewalls together into a redundant and highly available stateful configuration without any extra license cost for creating HA Firewall Requirements The Firewall should support deployment modes as Stealth Mode or Route Mode or Transparent Mode or Proxy Mode The proposed system should have integrated Traffic Shaping QoS functionality Should support DHCP server amp DHCP Agent functionality The Firewall should support Stateful inspection with Mandatory Policy based NAT Static OR Dynamic Page 65 of 98 STATE HEALTH SOCIETY BIHAR 4 rez anit eme The Firewall should support Inbound Port Forwarding with Mandatory inbound Load Balancing Should support IPv6 ACL to implement security Policy for IPv6 traffic internet based applications should be supported for filtering like
62. d PART I EMD Envelope needs to be super scribed as EMD Page 13 of 98 E lt gt STATE HEALTH SOCIETY BIHAR WS rez anit me noise PART II Pre Qualification Documents and duly signed and stamped RFP with all corrigendum s if any Envelope needs to be super scribed as Pre Qualification Document PART III Original plus 1 copy and one soft copy in a Pen Drive of TECHNICAL BID complete with all technical details Envelope needs to be super scribed as Technical Bid Do not open before 11 00 hours on the date given in Important date section Note Filling up prices in Part III will render the bidder disqualified PART IV Original and 1 copy of FINANCIAL BID with full price details Envelope needs to be super scribed as Financial Bid Do not open before 11 00 hours on the date given in Important date section The envelopes containing Part I Part II Part III and Part IV of offer shall be enclosed in a larger envelope duly sealed and marked as Response to Request for Proposal RFP with title and reference number and a statement To be opened by addressee only and the name and address of the Bidder All the 4 envelopes shall be put in an OUTER COVER sealed and addressed to the Executive Director State Health Society Govt of Bihar at the following address Executive Director State Health Society Pariwar Kalyan Bhawan Sheikhpura Patna 800014 The OUTER COVER should be sealed an
63. d be possible to isolate the high bandwidth data flows traffic to specific ISLs by using simple zoning The Switch should be configured with the Zoning and shall support ISL Trunking features when cascading more than 2 numbers of SAN switches into a single fabric Offered SAN switches shall support to measure the top bandwidth consuming traffic in real time for a specific port or a fabric which should detail the physical or virtual device Firewall IPS Specification Compliance Yes No General Requirements The Firewall must be appliance based and should facilitate multi application environment The Firewall should be ICSA Labs certified for ICSA 4 0 and EAL 4 certified if not the same model The platform should be based on realtime secure embedded operating system Should support minimum 8 virtual firewall or more The proposed system shall support unlimited IP User license for Firewall IPS Should provide a Http Https SSH Telnet SNMP based management console for managing and configuring various components of the appliance The device should belong to a family of products that attains NSS Approved Certification The device should belong to a family of products that attains IPv6 Ready Phase 2 amp IPv6 Certification The Firewall Appliance should be rack mountable Networking amp System Performance Requirements Page 64 of 98 ST
64. d be possible to send SMS IVR Alert to Nearest Available Ambulance e It should be possible to get SMS IVR based confirmation form Ambulance Page 54 of 98 2 noise lt gt 4 STATE HEALTH SOCIETY BIHAR rez eme It should be possible to send SMS IVR Alert to Patient Attendant so that they can track the Ambulance if required It should be possible to send SMS IVR Alert to Emergency Doctor so that he can guide the staff in ambulance in case of emergency Advance Reporting tracking System Attendance of the driver should be through Biometric device fitted in the ambulance Hand held device It should be possible to plot the route of the Ambulance on the MAP and tracking the same if required It should be possible to send SMS Alert to the administrator in case of major route diversion It should be possible to keep Monthly fuel consumption record based on the actual running of the vehicle It should be possible to send periodic Maintenance Alert to Driver for the Ambulance Inventory of all the items medicine in the Ambulance should be maintained and through Hand Held device Inventory of Critical items in the Ambulance should be maintained through Hand held device and SMS Alerts should be sent to Administrator in case of inventory is below critical limits Advance hand held device based application for Ambulance Driver Staff on duty Doctor on duty An
65. d have dedicated bandwidth for 104 to avoid any latency amp ensure smooth functioning h The functional requirements are only indicative i Bidder shall quote the latest system available at the time of submitting the technical and financial bids j Bidder shall provide third party department audit certification of the installed communication network in compliance to the security and other requirements at its own cost from a panel of auditors Details will be given at appropriate stage Confidentiality and Intellectual Property Rights IPR a Confidentiality The successful bidder must maintain absolute confidentiality of the documents maps tools collected in any form including electronic media and any other data information provided to him for the execution of the work The bidder should not use the Project data for any purpose other than the scope of work specified in the document and added amended before signing the contract Bidder shall not disclose to any one any information marked as confidential and communicated or made available or accessible by the firm during execution of the work Infrastructure The Bidder is required to maintain the building and other infrastructure throughout the life of the agreement to prevent the structural and functional deterioration that can impede the service delivery as years passes by The company shall also ensure that the ownership of Government of Bihar in assets created out of governmen
66. d should contain the following documents a This Tender Document duly signed on all pages as acceptance of terms and conditions by the bidder b PART I EMD PART II Pre Qualification Documents d PART III Original and 1 copy of TECHNICAL BID along with one soft copy of the same in a Pen Drive PART IV Original and 1 copy of FINANCIAL BID Proposal covering letter which must be signed with the Bidder s name and by a representative of the Bidder who is authorized to commit the bidder to contractual obligations All obligations committed by such signatories must be fulfilled g Any other information that is required to be submitted in the proposal process rho Please note that SHSB will not be responsible for in case there is a discrepancy between the hard copy and the soft version of the bid submitted by the bidders The outer and inner envelopes shall indicate the name and address of the bidder to enable the bid to be returned unopened in the case it is declared late pursuant and for similar purposes If the outer envelope is not sealed and marked as above SHSB will bear no responsibility for the misplacement or premature opening of the Bid Only detailed complete bids in the form indicated above received prior to the closing time and date of the bids shall be taken as valid Bids sent through Telex Telegrams Fax e mail will not be acceptable Page 14 of 98 STATE HEALTH SOCIETY BIHAR 4 rez anit em
67. droid based Application should run on the Android based Hand held device Single application for Driver Ambulance staff Emergency doctors Method to operate should change based on Type of LOG IN Doctors should be able to use app for recommending emergency steps for life saving care to duty staff Duty staff should be able to use this app for managing Ambulances inventory of medicines and Critical items Data synchronization through GPRS User should be able to enter the data in the hand held device in off line mode and the data should get sync to server once the GPRS signal is available Page 55 of 98 noise STATE HEALTH SOCIETY BIHAR Feature of 104 Application Software lt gt alloy 4 rez anit sme 2 noise SI No Description Compliance 1 The Bidder shall provide Application software for Automated Call Distribution Call Takers Dispatch Officers Case closing officers which is customized to handle Medical emergency 2 The software shall be in English 3 It shall provide Command Entry and Menu selection 4 It shall provide multiple screen functionality 5 The Application Software should support hooking into the data base Add Edit Delete Features etc 6 It should provide application to dial out the other locations like fire ambulance railway Police etc 7 It should provide On Scr
68. e Bids should reach SHS Bihar on or before the last date mentioned in the important dates section by registered post or speed post only Bidders submitting any bids in person or by courier will not be accepted Bids are liable for rejection if they don t comply to the above norms regarding sealing signing proper packing amp submission 2 11 Opening of Bids at SHSB SHSB will open bids at time mentioned at important Information sheet BIDDER s representative only one may also attend the opening at SHSB Technical Bid will be considered for those BIDDERs whose bids shall meet all the eligibility criteria mentioned in the Pre qualification documents 2 12 Evaluation Criteria Part 1 Bid Security BIDDER s who have submitted the valid EMD shall be considered for further evaluation Part 2 Pre Qualification criteria The Evaluation Committee would evaluate the Pre qualification Bidders should be ready to give any clarification asked by the evaluation committee One Representative with proper Authorization from the bidding firm must be present during the opening of the Pre Qualification Documents If there no representative of the bidding firm during the opening of Pre Qualification Documents bids will be considered non responsive and will be rejected The BIDDER s fulfilling all the conditions mentioned in the pre qualification will be considered for Technical Bid opening Opening and Evaluation of Technical Bids The Evalua
69. e BIDDER whose proposal has been ranked first on the basis of best value 2 13 Bid Currency Prices for services offered shall be quoted in Indian National Rupees only 2 14 Bid Security 1 All BIDDER s shall furnish as part of its Bid an Earnest Money amounting to Bids without this bid security will be rejected 2 The Bid Security shall be in Indian Rupees and shall be in the form of Demand Draft issued by any Nationalized bank Scheduled Commercial bank in India having branch at Patna drawn in favour of payable at Patna Such negotiable instrument should be valid for at least sixty 60 days 3 Unsuccessful BIDDER s Bid security will be discharged or returned within sixty 60 days after the expiration of the period of Bid validity prescribed 4 The successful Bidder s Bid security will be discharged upon the BIDDER signing the Contract Agreement and furnishing the Performance Security 2 15 Forfeiture of BID Security The Bid security may be forfeited either in full or in part at the discretion of SHS Bihar on account of one or more of the following reasons Page 16 of 98 wee EV Ki noise STATE HEALTH SOCIETY BIHAR The BIDDER fails to co operate in the Bid evaluation process If the bid or its submission is not in conformity with the instruction mentioned herein If the BIDDER violates any of the provisions of the terms and conditions of the tender In the case of a s
70. e clearances approvals and permits are specified in the RFP SHS Bihar and or GOB will provide all necessary support to the successful BIDDER to obtain clearances approvals and permits including environmental approvals All the timelines will be counted from the date of signing the Agreement Hence signing of Agreement cannot be altered deferred SHS Bihar will help in receiving different clearances but obtaining clearances is the responsibility of the BIDDER 3 1 2 Obligations to satisfy the Conditions Precedent The successful BIDDER and SHS Bihar shall use all reasonable endeavors to satisfy the Conditions Precedent that falls within the scope of its respective responsibility 3 1 3 Notice of fulfillment of the Conditions Precedent Upon the date on which the successful BIDDER becomes aware that any of the Conditions Precedent has been satisfied in full it shall promptly give notice thereof to SHS Bihar together with full details of the circumstances constituting such satisfaction and documentary evidence thereof 3 1 4 Non fulfillment of Conditions Precedent If the Conditions Precedent set out hereinabove are not satisfied in full within 20 days of issuance of LoI SHS Bihar shall have the right to terminate cancel the LoI without any liability on SHS Bihar and or GOB However the Implementation Guarantee provided by the successful BIDDER will be encashed by SHS Bihar GoB if the delay is ascribed to the successful BIDDER
71. e the Call Centers to receive calls from the people of individual districts and all over the state from all networks f No of seats in each call center will be 60 as of now which might be increased in future as per the requirement of the Govt g Bidder should develop amp maintain the software specifically required for 104 Call Centre and it should also have the provision for up gradation additions as per requirements of the Department in future The software so developed will essentially be licensed in the name of SHSB h Bidder will be solely responsible for obtaining all statutory approvals required for operating the Call Centre amp service It may request Government assistance for such approvals if required i Office space must also accommodate administrative staff support staff and confidential records as well sufficient telecom and data lines telephones and computer hardware Hardware amp Software a Bidder should implement the Computer Aided System which will immediately locate the nearest Hospital GPS enabled ambulance vehicle to the caller s location and initiate dispatch in real time b Bidder should have to replace immediately the hardware equipment or software which is found to be of inferior quality and adversely affecting quality of service Deployment of Manpower a Bidder will engage adequate staff to run the 104 Call Centers in full capacity b The employees so engaged for the 104 project need to be as per t
72. ead set mic interface Keypad 28 Keys or above with minimum 5 freely programmable 10 and 4 variable function keys 11 VPN and LLDP MED and RTCP XR support 12 Phone Book Address Book At least 1000 contacts Menu driven user interface Voice Ring Volume adjust Speed dialing abbreviated Dialing On Hook Off hook Dialing 13 Call Logs Dialed Missed Received Minimum 100 Clock Time amp Date Selectable ring tones Page 84 of 98 STATE HEALTH SOCIETY BIHAR Last number Redial gt i noise rez anit sme 14 diagnostic features Logging SIP Tracing and SYSLOG 15 Authentication Digest Authentication Dialing By number extension SIP URI dialing support and also from web interface of the phone From Call logs and Address Book 16 Support for local dial plan on the phone Ports Connectors Two IEEE 802 3 Ethernet RJ 45 jacks of which 1 port Gig Ethernet support USB port 17 Handset RJ 4P4C and Headset RJ Jack 18 User features Call blocking deny list Blocking of anonymous calls Ability to handle 4 simultaneous calls Busy lamp field support Voice mail Support On line Help TR 69 TR 111 management Auto Provisioning with PNP Do not Disturb Web Interface Personalized Ring tones Multiple language support
73. ection disqualification of the bids 2 6 Clarification on RFP Document and Pre Bid Conference amp Amendment to RFP Document The Bidder or its official representatives only one member is invited to attend a pre bid meeting to be held on the date mentioned in the important dates section at the Office of State Health Society Pariwar Kalyan Bhawan Sheikhpura PatnaBihar 800014 Bihar The purpose of the meeting will be to clarify issues and to address clarifications sought by the Bidder s in this context The Bidder is requested to submit their Request for Clarifications through email only to reach the Executive Director State Health Society Bihar by the date mentioned in important dates table before the pre bid meeting The responses for the clarifications sought by the Bidder s will be distributed to all the Bidder s However it is not binding on SHS Bihar to hold a pre bid meeting or restrict itself to holding only one such meeting If it feels that the clarifications sought by the Bidder s do not warrant a pre bid meeting it can cancel the meeting and send the replies to the Bidder s by email Any modifications in the bidding documents which may become necessary shall be made by SHS Bihar exclusively through the issue of a corrigendum The decision of SHS on the need for any modification shall be final and binding on all Page 12 of 98 E gt STATE HEALTH SOCIETY BIHAR WS noise The ame
74. ed N Port The switch should be rack mountable Non disruptive Microcode firmware Upgrades and hot code activation The switch shall provide Aggregate bandwidth of 192 Gbit sec 24 ports x 8 Gbit sec data rate end to end Switch shall have support for web based management and should also support CLI The switch should have USB port for firmware download support save and configuration upload download Offered SAN switches shall be highly efficient in power consumption Bidder shall ensure that each offered SAN switch shall consume less than 60 Watt of power Page 63 of 98 STATE HEALTH SOCIETY BIHAR Switch shall support POST and online offline diagnostics including RAS trace logging environmental monitoring non disruptive daemon restart FC ping and Path info FC trace route port mirroring SPAN port 9 noise rez anit eme Offered SAN switch shall support services such as Quality of Service QoS to help optimize application performance consolidated virtual environments It should be possible to define high medium and low priority QOS zones to expedite high priority traffic The switch shall be able to support ISL trunk up to 64 Gbit sec between a pair of switches for optimal bandwidth utilization and load balancing SAN switch shall support to restrict data flow from less critical hosts at preset bandwidths It shoul
75. ed this Day of 2014 Signature In the capacity of STATE HEALTH SOCIETY BIHAR lt gt alloy 4 Duly authorized to sign the Tender Response for and on behalf of Name and Address of Company Seal Stamp of BIDDER Witness Signature Witness Name Witness Address Page 44 of 98 2 noise STATE HEALTH SOCIETY BIHAR Annexure 6 Format of Curriculum Vitae for Proposed Manpower Use the Format given below for each individual 51 Category Details 9 noise 1 Proposed Position 2 Name 3 Current Designation Educational Background 4 Training Certifications Tasks proposed to be assigned Areas of Expertise Summary of Professional 7 Domain Experience Period of Association with the 8 organization Number and Details of relevant 9 project experience 10 Any other Information 10 nos resources according to this format needs to be provided for Project Manager along with Database Administrator Network Expert Page 45 of 98 STATE HEALTH SOCIETY BIHAR 4 Annexure 7 Financial Bid Letter Sir We hereby declare 1 We are equipped with adequate manpower machinery technology for providing the Services as per the parameters laid down in the Tender Document and we are prepared for live technical demonstration of our capability and preparednes
76. een Telephone features 8 It should provide compatibility with Voice Logging and retrieving system with archiving on any storage media 9 It shall also provide different report generation which shall be decided mutually during the system study and Design Reports Data captured from database to be made available by the end user 10 The Application software should include multi level security options 11 User access should be allowed via the entry of valid username and password 12 Functionality available to the user will depend on the username different levels of access based on the role 13 The Call Taker should be able to record the complaint requests based on multiple issues The application should prioritize the complaint requests based on the nature of request received 14 The request complaint should have template which will reduce data entry operations for the call Taker 15 The entry of data into certain pre defined fields will be permissible for some users only 16 Provision should be made to give certain users access to the entire data or to the pre define area 17 The application should track the interaction history of the caller amp also duplicate calls on the same issue to avoid unwanted duplicate dispatches 18 The Bidder should provide application integrated with CTI ACD amp 104 database 19 The application should be fully workflow integrated for the escalations notifications alerts and response to the sa
77. egular time g SIP info RFC2976 h Register support server authentication i Support NAD firewall penetrating Digital Voice Logger Server Features SI No Description Compliance Yes No 1 The Recording should be done in HDD and archiving in back up media Shall be 60 ports and expandable to additional 100 ports in future 3 The Recorded voice shall be indexed and linked with Incident Report Number with real time and date The voice logger shall have the CTI capabilities will automatically track the incoming call The recording shall go on till the call is disconnected 4 It shall be possible to configure automatic voice recording on answering the call by the Call Taker 5 Combo writer with latest Read Write speeds 6 Voice Logger software compatible with the Call Center package Page 49 of 98 STATE HEALTH SOCIETY BIHAR 4 rez ani eme 1 Technical Specifications for Call Center Call Flow The envisaged call routing of any call coming to the call Centre is the following e A beneficiary dials the 104 helpline number e The call is received by a call taker registration within 10 seconds e If the beneficiary needs ambulance service the call is routed to 104 ambulance helpline e Ambulance Helpline takes the details of the caller locates the nearest Ambulance available and sends SMS to both patient amp driver e Tele Caller will also coordinate with
78. elfare Society Bihar shall provide appropriate assistance where required so as to benefit maximum people of Bihar ii Timely settlement of claims at the agreed terms in accordance with the provisions of the agreement Claims shall be presented to State Health Society and payment shall be made by State Health Society iii To provide space for stationing of the Ambulances at strategically located places across the State iv To lay down guidelines and finalize standard operating procedures within 2 months of signing of Agreement with the service provider for operation of the Ambulances services v To conduct regular monitoring and evaluation of the project activities based on quantifiable indicators and reports received from the service provider vi Prescribe various formats for reporting progress of the project Service Provider may submit its own reporting formats which can be used after due approval by the Government SHS Bihar vii Commencement and duration of agreement will be for 3 years from the date of signing the agreement The duration may be extended with mutual consent of both parties 4 3 Tests The Tests concern all the equipment systems and sub systems supplied against this tender 4 3 1 Field Acceptance Test Once the system is installed and operating it shall be tested by the successful BIDDER and witnessed by SHS Bihar The Test shall be carried out as per the detailed test procedure supplied by BIDDER and approved by
79. ernal Mortality Ratio NRHM National Rural Health Mission PH Public Health PSTN Public Switched Telephone Network RFP Request for Proposal SHSB State Health Society Bihar SoP Standard Operating Procedures UAT User Acceptance Test VoIP Voice over Internet Protocol Page 4 of 98 STATE HEALTH SOCIETY BIHAR 4 Were mi vemm Table of Contents ie Project oko au pine RU Meri chri eed pee RII DA ACD ONDE 8 1 1 Project Background o toii NER Pe Ren s Rui 8 1 2 Project SCOPES situs uiia 8 2 Instr cuon to BIDDER e MM EUR Ub elg buch adc us 9 SA STWR VEN EG 9 11 soa Tender Fees oco tine eiae pan dd RN M UEM ERR I EP ER Hd nd 12 2 4 Proposal Preparation COSE ti i cuti ARN E I RH CH 12 2 5 12 2 6 Clarification Document and Pre Bid Conference amp Amendment to RFP 12 27 Language of BID p 13 2 8 Period of Validity of Bids usu opes ease pet edi p RO Ver tepore 13 2 9 Format Signing of 13 2 10 Sealing Marking and Submission of the BID sse 13 541 Opening of Bids at SHS
80. evice for ITE equipment shall be as per following specifications Surge Current Capacity 50kA Modes Protection L L L N L G N G Connection Type Parallel Protection Level lt 1 MCOV Min 320 Volts Response Time 0 5 nanoseconds EMI RFI Attenuation 40 dB typical Status Indication LED Dry contacts Monitoring of Modes Monitoring including N E Individual Fusing of Fusing including N G Page 69 of 98 VELO 4 STATE HEALTH SOCIETY BIHAR lt gt rez eme Certification UL 1449 3 Enclosure NEMA Tested Mounting Wall Mounting Warranty 3 Years Link Load Balancer Specification Complian ce Yes No Hardware should be appliance based solution with purpose built hardware for high performance Minimum 2 GB RAM to support multiple features and load balancing functions and scalable to 4GB without change in hardware The appliance should have minimum 4 triple speed gigabit 10 100 1000 copper ports The appliance should have 1 5 Gbps of system throughput and scalable to 2 5 Gbps on same appliance Should provide 1M concurrent connections and scalable to 2M Load balancing Features Support for multiple internet links in Active Active load balancing and active standby failover mode Should support Outbound load balancing algo
81. for attending all the calls and taking down the basic information related to the caller and emergency The capacity of each CO in a shift of 8 hours is approximately 500 600 calls They undergo 21 days training before assuming the role of the CO DISPATCH OFFICER DO Who sensitize the emergencies and decides the dispatch of ambulance to the emergency site and coordinate with the ambulance staff first responder and emergency response centre physical for virtual handling The capacity of each DO in a shift of 8 hours is approximately 90 100 calls They undergo 21 days training before assuming the role of the CO POLICE DISPACH OFFICER PDO Who take care of exclusive police cases and also the legal aspect of the medico legal cases These are the personnel provided by the police department Apart from the above following personnel will also be deployed at the call centre 1 Team leader for every 15 CO DO 2 Feedback and research officer 1person on every 15 call dispatch officer To take continuous feedback from the patients using the 108 Ambulance service so as to improve upgrade the services being provided to the people of Bihar DISTRICT MANAGER For every district there will be a District manager head of operations and is responsible for all administrative functions within the district including interaction with hospitals District government officials ZONAL MANAGER The zonal manager will be head of the zone and a
82. hall be payable to State Health Society Bihar as compensation for any loss resulting from the Company s failure to fulfill its obligations under the terms and conditions of the Work Order The Performance Security regarding commencement of job task will be discharged by State Health Society Bihar and returned to the company not later than 30 Thirty days following the date of completion of the company s performance related obligations under the terms amp conditions of the Work Order Failure of the successful IA to comply with the requirements specified in this Section shall constitute sufficient ground for the annulment of the notification and forfeiture of the bid security in which event the State Health society may award the contract in accordance with its prescribed rules 2 18 Contacting SHSB 1 BIDDER shall not approach SHS Bihar officers beyond office hour and or outside SHS Bihar office premises from the time of the Bid opening to the time of finalization of successful BIDDER 2 Any effort by a BIDDER to influence SHS officers in the decisions on Bid evaluation Bid comparison or finalization may result in rejection of the BIDDER s offer If the BIDDER wishes to bring additional information to the notice of the SHS Bihar it should do so in writing 2 19 Lack of Information to BIDDER The BIDDER shall be deemed to have carefully examined RFP document to his entire satisfaction Any lack of information shall not in any wa
83. he industry standard amp the Bidder need to adhere to labor act amp other statutory compliances The Minimum education of the Call Center operators should be Inter 10 2 with Diploma Graduate with computer knowledge Training a The selected bidder will be solely responsible for the training of the 104 Call Center staff amp ensuring their skills for a quality service Successful Bidder may also have to train staffs from SHSB on Call Center operation Backup services a Bidder should maintain the Call detail Database containing the information about the personal details of the citizens place of calling date and time of call received answer given etc on a web enabled database which can be accessed from anywhere on the web by authorized users Relevant redundancy measures need to be taken by the bidder to ensure no data loss due to any unforeseen events All these information is extremely sensitive amp the successful Bidder is strictly advised to follow all norms of information confidentiality b The data amp voice logs of the 104 operations need to be backed up daily amp need to be handed over to the SHSB on a monthly basis using storage media like tape drive c It will be the duty of successful bidder to secure permissions required for providing the services with access to the databases etc d Bidder should provide technological leadership administrative and managerial support in open and transparent manner to produce mutually
84. his confidentiality clause may result in instant termination of the contract and the Firm shall pay liquidated damage of Rs 10 00 000 Rupees Ten Lacs to the Department and the Department shall reserve the right to Blacklist the Firm for any future contracts The decision of the SHSB shall be final in this regard and binding on the successful bidder 4 5 Software Requirements 1 To maintain the various information of Emergency Response Services ERS and Global Positioning System GPS should be fully computerized with online login facility from SHS Bihar and Comprehensive Data will be provided through online reports to Executive Director It should be efficient scalable and transparent to assist the stake holders of SHS Bihar at state districts for the better monitoring management planning and decision making to ensure the effective delivery of ERS and real time tracking of ambulances It should generate various required auto generated reports online offline graphical charts which are downloadable exportable without manual intervention Conduct security audit of complete ERS system from hackers viruses malwares spyware with timely renewal of the security services within 3 months otherwise penalty will be imposed Application software database structures database application user interfaces user guidelines flow charts training manuals and other information should be provided to SHS Bihar which will be the pro
85. http V11 Spec rev 03 RFC 2271 SNMP Framework MIB RFC 2295 Transparent Content Negotiation RFC 2296 Remote Variant Selection RSVA 1 0 State Management 2576 Coexistence between SNMP v2 and RFC 2578 SMI v2 RFC 2579 Textual Conventions for SMI v2 RFC 2580 Conformance statements for SMI v2 RFC 3410 Introduction and Applicability Statements for Internet Standard Management Framework 3411 Architecture for Describing SNMP Management Frameworks RFC 3412 Message Processing amp Dispatching RFC 3413 SNMP Applications RFC 3414 User based Security Model RFC 3415 View based Access Control Model RFC 3416 Version 2 of SNMP Protocol Operations RFC 3417 Transport Mappings RFC 3418 Management Information Base MIB for the Simple Network Management Protocol SNMP RFC 2246 The TLS Protocol Version 1 0 RFC 2818 HTTP over TLS RFC 2346 AES Cipher suites for Transport Layer Security RFC 4253 SSH Transport Layer Protocol RFC 4252 SSH Authentication Protocol RFC 4254 SSH Connection Protocol RFC 4251 SSH Protocol Architecture RFC 4716 SECSH Public Key File Format RFC 4419 Diffie Hellman Group Exchange for the SSH Transport Layer Protocol RFC 1027 Using ARP to implement Transparent Subnet Gateways Proxy ARP RFC 1256 ICMP Router Discovery Messages RFC 1765 OSPF Database Overflow RFC 181
86. iance to Drugs amp Cosmetics Acts amp Rules etc The BIDDER shall be held responsible in case of any penalty loss or other legal consequences arising out of non compliance Monitoring amp Evaluation Develop and implement a full proof monitoring and evaluation system to ensure efficiency in capacity utilization Key indicators need to be put in place for looking at equity of access quality of care volume of utilization and wasteful consumption 3 13 Force Majeure a 104 Call Center service for Ambulance Services Grievance redressal amp Medical Helpline as being emergency response services the Call Center Operator shall not be allowed to suspend or discontinue Emergency Medical Services during occurrences of emergencies or Force Majeure Events Provided in such circumstances of emergencies and Force Majeure Event if the Performance Standards are not complied with because of any damage caused or any of the Project Facilities or non availability of staff or inability to provide services in accordance with the Performance Standards as a direct consequence of such Force Majeure Events or circumstances then no penalties applicable for the relevant default in Performance Standards would be applied to such particular defaults b Department agrees to reimburse the cost of repair of equipment in respect thereof that is damaged as a direct consequence of a Force Majeure Event to the extent that such cost was not covered by the relevant
87. insurance policies that were obtained by the Operator c The failure of a party to fulfill any of its obligations under the agreement shall not be considered to be a default in so far as such inability arises from an event of force majeure provided that the party affected by such an event e Has taken all reasonable precautions due care and reasonable alternative measures in order to carry out the terms and conditions of the agreement and e Has informed the other party as soon as possible about the occurrence of such event 3 14 Handing Over All moveable and immovable assets created in the project will be the property of State Health Society Government of Bihar Account of such assets shall be maintained properly The assets will have to be handed over to the Government on completion termination of the agreement in proper working condition 3 15 Termination The Government may by a notice in writing suspend the agreement if the service provider fails to perform any of his obligations including carrying out the services provided that such notice of suspension Page 21 of 98 noise 25 VERO 4 STATE HEALTH SOCIETY BIHAR noise i Shall specify the nature of failure and i Shall request remedy of such failure within a period not exceeding 15 days after the receipt of such notice b The Government after giving 30 days clear notice in writing expressing the intention of
88. ion completed for obtaining such approvals from time to time Page 22 of 98 wee EV VERO 4 STATE HEALTH SOCIETY BIHAR 3 19 Confidentiality noise Any information pertaining to GoB SHS Bihar or any other agency involved in the project matters concerning GoB SHS Bihar that comes to the knowledge of the BIDDER in connection with this contract will be deemed to be confidential and the BIDDER will be fully responsible for the same being kept confidential and held in trust as also for all consequences of its concerned personnel failing to observe the same The BIDDER shall ensure due secrecy of information and data not intended for public distribution 3 20 Limitation of Liability The liability of the SHS Bihar for its obligations under the Contract shall in no case exceed the total value of the Contract 3 21 Failure to Agree with the Terms and Conditions of the RFP Failure of the successful BIDDER to agree with the Terms and Conditions of the RFP shall constitute sufficient grounds for the annulment of the award in which event SHS Bihar may award the Contract to the next best value BIDDER or call for new Bids 3 22 Indemnification 1 The BIDDER shall indemnify SHS Bihar and hold it harmless from all losses claims causes of action damages liabilities fines penalties and expenses of all kinds including legal expenses court fees and professional advisory service expenses arising from or out of an
89. iple communication links realtime configuration synchronizations including HA group gateway health check decision rules SSF sessions etc and heartbeat information Must have support for secondary communication link for backup purpose should support floating IP address and group for statefull failover support Appliance must have support 256 floating ip address for a floating group should support built in failover decision conditions including unit failover group failover and reboot Page 70 of 98 E lt gt STATE HEALTH SOCIETY BIHAR WS rez sme f noise should also have option to define customized rules for gateway health check the administrator should able to define a rule to inspect the status of the link between the unit and a gateway Configuration synchronization at boot time and during run time to keep consistence configuration on both units Should support global load balancing algorithms like global round robin grr VIP based weighted global round robin global connection overflow global least connections IP overflow Proximity etc Security and Application Performance Should provide performance optimization using TCP connection multiplexing TCP buffering and IEEE 802 3ad link aggregation should support TCP optimization options including windows scaling timestamp amp Selective Acknowledgement for enhanced TCP transmission s
90. ity should be upgradable Ki noise rez anit eme RAID RAID Support Networking Dual port Gigabit Ethernet Controller inbuilt Support for Add on Network adapters Support for Optical Fiber interface Adapters Accessories DVD R DVD RW Keyboard mouse OS Supports 64 bit Operating Systems Windows 7 Power Supply 1 1 Redundant AC DC high efficiency power supply w PFC AC Voltage 100 240V 50 60Hz Chassis 19 industrial Rack mount movable System Reliability Wall configuration Resolution output support Universal Inputs Redundancy Support Front Panel should have Drives lockable Door to Protect Operating Temperature 10 to 35 C 50 to 95 F Non operating Temperature 40 to 70 C 40 to 158 F Operating Relative Humidity 8 to 90 non condensing Humidity 10 90 non condensing Non operating Relative Humidity 5 to 9596 non condensing 8 DVI D Outputs 1920x1200 per output minimum 8 Universal Inputs Should be able to accept at least 4 kinds of signals i e DVI RGB Component Video Video Inputs 4 Composite Video Inputs System Should have the redundancy support for following Controller Hard Disk Data ____ Technical specification for 20 KVA UPS System Specification Compliance Yes No TECHNOLOGY True On Line Rack Mountable DSP based UPS with double conversi
91. ll respective district managers will report to him Page 87 of 98 2 noise Annexure 11 SOFTWARE REPORTING FORMATS EMERGENCY RESPONSE SERVICES SHS Bihar A CALL DETAILS Emergency call type wise summary sheet Up to reporting month 2014 eL 25 STATE HEALTH SOCIETY BIHAR 4 rez eme Print date amp time Sno Emergency call type during the month upto the month code 01 of cases of of cases cases Cases 1 2 3 4 5 6 7 1 O1 Unattended calls n n N x100 p P x100 2 02 Emergency calls m m N x100q q P x100 3 03 Other calls o N x100 r P x100 Total IN N N x100 PP x100 Note Col no 5 amp 7 values should be up to 2 decimal places Page 88 of 98 EMERGENCY RESPONSE SERVICES SHS Bihar STATE HEALTH SOCIETY BIHAR B DEPARTMENT WISE DETAILS Emergency type wise summary sheet Up to reporting month 2014 Print date amp time puc gt i noise redu anit eme 1 Sno Emergency during the month upto the month Code Type No of cases of cases INo of of cases Cases 1 2 3 4 5 6 7 1 O1 Medical exclusively n n N x100 p p P x100 2 02 Police exclusively m m N xi00 q q P x100 3 03 Fire exclusively o N x100 r P x100 4 04 Medical and Police a a N x100 s P
92. ly for AV updates AV server will need to push AV updates to all desktops on daily basis to all the computers including laptops used in the 104 Call Center Server room infrastructure readiness Server room shall have a door with access control reader to allow only authorized Personnel of the Bidder amp the department False flooring shall have at least one feet height from the actual floor CAT6 cables have to be implemented for connectivity from the Patch Panel to the Agent s work station Separate ducts shall be available for electrical cabling amp data cabling Bidder Supplier shall ensure that the conduits are closed concealed properly from the server room till the agent s workstation Each cable patch panel needs to be labeled properly for easy identification after thoroughly testing the connectivity Server room at 104 Call Centre shall consist of 2 racks with cable manager for setting up Voice equipment amp shall have sufficient place to work around the rack by moving freely Sufficient cables shall be made available between the racks to extend voice data network The server room will have the following facilities as well Access Control Reader to the server rooms Access System with the alarms reporting to a central response desk or guard Force Doors self closing with full close and lock within 5 10 seconds Separate AC in the server room Dedicated UPS for providing support to all racks with dual supply to each rack LA
93. me 20 The application should provide with GUI and easily configurable 21 The application should also capture the updates from all stages of the case on a real time basis amp the same to be Page 56 of 98 STATE HEALTH SOCIETY BIHAR 4 rez eme o populated in the case history which should be available to the Call Taker to provide correct information to the follow up callers repeated callers 22 The application should be fully workflow integrated for the escalations notifications alerts and response to the same 23 At any point of time it should be possible to monitor a request Complaint of its status duration of time in the current status reassign amp escalation of the case to the next higher level 24 Software should be able to capture amp populate the caller location once the supporting technology is available 25 The Call Taker should be able to capture notes with respect to any Complaint that he she handles Moreover there should be fields to enter notes by PDO PS PCR Case Closure Desk Escalation Officer etc separately 26 Following are some sample MIS Reports required 1 Call Centre formats 2 Crime wise Query Reports 3 Area wise Call Reports 4 Daily Report format 5 Particular period monthly yearly report format 27 The application should have the details amp contact numbers of all the PS
94. n PoP Up CTI Pop up shall appear on Call taker s desktop along with information of the caller mobile landline number and address which will help the call taker to call back the caller in case of disconnection This application should be capable of integrating with other applications of the other departments in future and scalable to meet the higher performance needs Application should have the capacity to integrate the tools application to auto populate the location of the caller once the supporting technology is ready 8 Phones Bidder shall provide IP phones for handling the calls It is advised to have an option to login to ACD through Phone in case of CTI issues amp this will be considered as one of Page 25 of 98 E lt gt STATE HEALTH SOCIETY BIHAR WS rez anit eme the redundancy feature in telephony These phones should also have at least 6 party conference facilities 9 Headsets Bidder shall provide Noise cancellation Headsets that are compatible for the agents to take the call Data Solution i Call Center shall have a complete redundancy with full built in resiliency Domain controllers with redundancy shall be implemented in the Call Center location where users from districts and from the central location get authenticated ii Anti Virus Server with a management console solution shall be deployed at the central location where internet feed will be provided on
95. n Act 1996 3 Arbitration proceedings shall be held at Patna Bihar and the language of the arbitration proceedings and that of all documents and communications between the parties shall be in English 3 17 Acquaintance with local conditions 1 Each BIDDER is expected to fully get acquainted with the local conditions and factors which would have any effect on the performance of the contract and or the cost 2 The BIDDER is expected to know all conditions and factors which may have any effect on the execution of the contract after issue of Letter of Intent Award as described in the bidding documents The Tenderer shall not entertain any request for clarification from the BIDDER regarding such local conditions 3 It is the BIDDER S responsibility that such factors have properly been investigated and considered while submitting the bid proposals and no claim whatsoever including those for financial adjustment to the contract awarded under the bidding documents will be entertained by the Tenderer Neither any change in the time schedule of the contract nor any financial adjustments arising thereof shall be permitted by the Tenderer on account of failure of the BIDDER to know the local laws conditions 3 18 Statutory and Regular Approvals The BIDDER shall be responsible for obtaining approvals for any statutory and regulatory requirements from any of the authorities Further the BIDDER shall be responsible to get required documentat
96. ndment s will published on the website of SHSB http www statehealthsocietybihar org Bidders are requested to visit the site frequently to check whether there is any related Corrigendum or not In order to afford prospective bidders reasonable time to take the Corrigendum into account in preparing their bids SHS Bihar may at its discretion extend the deadline for submission of bids Such Corrigendum Clarifications etc shall be binding on the Bidders and shall be given due consideration by them while they submit their bids 2 7 Language of BID The bid prepared by the Bidder as well as all correspondence and documents relating to the Bid exchanged between the Bidder and the SHS Bihar shall be in English Supporting documents and printed literature furnished by the Bidder may be in another language provided they are accompanied by an accurate translation by approved translator of the relevant pages in English For the purposes of interpretation of the bid the translation shall govern Information supplied in another language without proper translation shall be rejected 2 8 Period of Validity of Bids The bid shall remain valid for 180 days from the date of Technical Bid Opening being specified Bidder should ensure that in all circumstances its Bid fulfills the validity condition Any bid valid for a shorter period shall be rejected as non responsive In exceptional circumstances SHS Bihar may solicit Bidder s consent to an
97. ne 200 watt Power Supply with with 80 Power Supply efficiency Keyboard 104 keys keyboard Same make as PC 18 5 LED Monitor Maximum resolution 1366 x 768 Response time typical 5ms TCO 5 Monitor certification for Monitor Same make as PC USB 2 Button Optical Scroll Mouse Same make as Mouse PC Operating System Windows 8 Professional or higher OS with driver CD For OEM ISO RoHS For quoted Products DMI Energy Star 5 0 Windows Linux For Monitor TCO 06 EPEAT Gold Compliance and Copies of certifications to be submitted along with Certification the offer Page 58 of 98 STATE HEALTH SOCIETY BIHAR lt gt 4 rez eme noise Laptop specification Compliance Parameter Desired Specification Yes No To be clearly mentioned All the relevant product brochures and manuals must be Make amp Model submitted Processor Core i5 1 8Ghz 4th gen processor Latest Generation compatible chipset to the Chipset supplied CPU System Memory 4GB Up to 8GB supported System Memory 1333MHz Dual Channel DDR3 2 DIMM slots Graphics Integrated Graphics Hard Drive 500 GB 7200RPM SATA Hard Drive Optical Drive 8X or above DVD RW with Optical Drive double layer DVD R write capability Display 14 0 High Definition Wide LED Anti Display Glare Display 1366x 768 Two Built In Speakers Hi Definition audio support Built in
98. ng rapid resolution when system failures occur Applications to access the server remotely using popular handheld devices based on Android or Apple IOS should be available Remote console sharing with multiple users simultaneously during pre OS and OS runtime operation Console replay Console Replay captures and stores for replay the console video during a server s last major fault or boot sequence Microsoft Terminal Services Integration 128 bit SSL encryption and Secure Shell Version 2 support Should provide support for AES and 3DES on browser Should provide remote firmware update functionality Should provide support for Java free graphical remote console Server Management 1 System should support both UEFI and legacy system BIOS 2 The Systems Management software should provide Role based security 3 Should help provide proactive notification of actual or impending component failure alerts critical components like CPU Memory and HDD Should support automatic event handling that allows configuring policies to notify failures via e mail pager or SMS gateway or automatic execution of scripts Page 62 of 98 STATE HEALTH SOCIETY BIHAR 4 Server should support cloud based management by accessing the servers configuration information warranty amp sla information support case details anywhere from the internet gt i rez
99. nt etc and also receive updates on relevant action on the same The call center operator would be required to develop a system for capturing of all grievances in pre defined formats in consultation with SHSB forward the complaints to relevant departments nodal authority as defined by SHSB and call residents to update on the status of their grievances e Medical Advice 104 will provide medical advice and referrals services based on tele triage The operator would be expected to use accredited disease summaries algorithms and triage algorithms to handle common minor ailments and chronic diseases as well as provide information on maternal and child health Service range would extend to provide counselling services to adolescents cancer patients patients with suicidal tendencies etc Panel of State Govt Doctors will be on roster foe Medical Advice and it will be provided by SHSB Page 8 of 98 noise STATE HEALTH SOCIETY BIHAR 4 rez eme 2 Instruction to BIDDER s BIDDER s are advised to study this RFP document carefully before participating It shall be deemed that submission of bid by the BIDDER has been done after their careful study and examination of the RFP with full understanding to its implications Any lack of information shall not in any way relieve the BIDDER of his responsibility to fulfill his obligations under the Bid 2 1 Definitions In this document the following terms sh
100. nts amp Sub Contracts iios therein bes 23 2 26 SUD CONA teu eme TQ men E 23 3 27 Amendment to the 24 3 28 Use of Agreement Documents and Information sees 24 sSpe ial Conditton S sciendi erae Pub p hore cb et ONU FL SS REV Eu 25 4 1 BIDDER s Res Otis Dill ase boc rer test hs n ebrio Get clt 25 4 2 Departments Responsibility 30 OSES 30 4 3 1 Field Acceptance repere reet breite 30 4 952 165 RUM 30 Z4 Payment sci nnne 31 21 3 aud SLA a ae a en 32 4 5 Software 34 4 6 Monitoring Evaluatioh 36 EISE aum ed nM ED Peu EM UMS 36 4 8 Implementation Wes bre 36 Annexure 1 Format for Performance Bank Guarantee sss 38 Annexure 2 Power of Attorney 40 Annexure 3 Format fOF ATDQAVIE Lo e ovii riri eR Rr pri e 41 Page 6 of 98 ul o STATE HEALTH SOCIETY BIHAR 4 rez ani sme Annexu
101. of Technical Proposal Page 98 of 98
102. of the Bidding Process or thereafter during the agreement period and the amounts paid till date shall stand forfeited without further intimation Dated 20 Name of the Applicant Signature of the Authorized Person Name of the Authorized Person Page 41 of 98 4 STATE HEALTH SOCIETY BIHAR Annexure 4 Format for MAF from OEM VELO noise Date Subject OEM Authorization Dear Sir We M s manufacturer of the Hereby authorised M s having it s registered Is our Authorised partner and has been authorised to participate in the referred Tender They can negotiate and will be responsible for all the Terms and conditions as per the Bid We further confirm that all products quoted are warrantied for 3 years from the date of supply and will extend all sort of support for maintenance For any clarifications please feel free to contact undersign Thanking You Sincerely Yours Name of Signatory Date of Sign Stamp amp Seal To be submitted in OEM letter head in original only Page 42 of 98 STATE HEALTH SOCIETY BIHAR 4 Annexure 5 Technical Bid letter Sir We hereby declare 1 We are equipped with adequate manpower machinery technology for providing the Services as per the parameters laid down in the Tender Document and we are prepared for live technical demonstration of our capability and prep
103. of the terms and conditions of any Agreements credit arrangement present or future between BIDDER and the Bank 5 The BANK also agrees that SHS Bihar at its option shall be entitled to enforce this Guarantee against the Bank as a Principal Debtor in the first instance without proceeding against BIDDER and not withstanding any security or other guarantee that SHS Bihar may have in relation to the BIDDER s liabilities 6 The BANK shall not be released of its obligations under these presents by reason of any act of omission or commission on the part of SHS Bihar or any other indulgence shown by SHS Bihar or by any other matter or thing whatsoever which under law would but for this provision have the effect of relieving the BANK 7 This Guarantee shall be governed by the laws of India and only the courts of Patna Bihar shall have exclusive jurisdiction in the adjudication of any dispute which may arise hereunder Dated this the Day OF 2014 Witness Signature Signature Name Name Bank Rubber Stamp Official Address Designation with Bank Page 39 of 98 STATE HEALTH SOCIETY BIHAR 4 rez anit eme Annexure 2 Power of Attorney Format for Power of Attorney for Signing of Application Bid document On a Stamp Paper of relevant value Power of Attorney Know all men by these presents We
104. on Ambulance Dispatch Management Advance Reporting tracking System Advance hand held device based application for Ambulance Driver Staff on duty Doctor on duty Application Software Hand Held Device Nos 100 3 IP Phone Nos 60 Desktop PC Window OS amp Antivirus 5 Laptop Window OS amp Antivirus Nos 10 Page 94 of 98 STATE HEALTH SOCIETY BIHAR 6 Network Duplex Printer A3 Size Nos 25 7 Server Windows Linux amp Antivirus Nos 5 8 Storage Nos 11 9 San Switch Nos 2 10 Firewall Nos 2 11 4 Cubes of 50 with controller and Lot 1 wall management software 12 UPS Nos 2 13 Data Leakage Protection with Nos 100 necessary appliances 14 Link Load Balancer Nos 2 15 L3 Switch 5 4 16 Rack amp Passive items As requir ed 17 60 KVA silent Gen set Nos 1 18 Others if reqd Summary of Operational Expenditure OPEX Sl No Description Annual Rate Rupees 1 Operations Cost of Manpower towards Salaries Transportation etc 2 Site rental 3 Miscellaneous viz Electrical bills Telephone bills Stationary Housekeeping etc Total INR Note 1 Contract value is the sum total of capital expenditure and operational expenditure quoted by bidder 2 All unit rates indicated in the schedules shall be inclusive of not limi
105. on Partner with whom Govt signs the Contract Law shall mean any Act notification bye laws rules and regulations directive ordinance order or instruction having the force of law enacted or issued by the Government of India or State Government of Bihar or regulatory authority or political sub division of government agency LOI means issuing of Letter of Intent which shall constitute the intention of the Tenderer to place the purchase order with the successful BIDDER Party shall mean Govt or BIDDER individually and Parties shall mean Govt and BIDDER collectively PBC means Pre Bid Conference Performance means accomplishment of the project in terms of Standards Quality SLA for implementation maintenance and support Period of Agreement means Implementation period for 3 years with AMC including warranty period from the date of final acceptance of the Project Rates Prices means prices of supply of equipment and services quoted by the BIDDER in the Financial Bid submitted by him and or mentioned in the Contract RFP means the detailed notification seeking a set of solution s service s materials and or any combination of them Services means the work to be performed by the BIDDER pursuant to this Contract Site shall mean the location s for which the Contract has been issued and where the service shall be provided as per Agreement Solution Implementer sh
106. on quality of service evaluation service metrics and service parameters and as per scheme designed by Dept or an independent third party quality assurance team employed by Dept Till these reports are not available the quality assurance will be evaluated on vendor s quality assurance team report prepared from time to time as desired by the Dept The bidder should ensure that the deliverables are submitted to SHS Bihar as per the timelines in the RFP Daily and Monthly Trending Reports The following daily and monthly trending reports must be provided by the Vendor a Average Speed of Answer b Service Level Percentage c Calls Offered d Calls Handled e Abandoned Call Rate f Average Talk Time g Average Hold Time h Average Handle Time i Longest Delay Before Answered j Outbound Call Volume k Outbound Call Duration l Average Delay Before Abandon m Longest Delay Before Abandon n After Call Work Wrap Up Additional Reports The below mentioned additional reports must be provided by the Vendor a Agent Hours Report b Staffing Distribution Report c Any other report as requested by Department User manual Training manuals IV Technical documents viz SRS SDD etc V The customized source code Penalty a In case the infrastructure is not installed or not ready for operations within 45 forty five days from the date of signing on the contract agreement a penalty shall be imposed at the rate of Rs 10 000 per
107. on technology UPS should be capable of paralleling upto 4 units UPS should have IGBT based rectifier and inverter Page 68 of 98 gs gt STATE HEALTH SOCIETY BIHAR 4 rez eme noise Temperature compensated battery charging feature should be built in for prolonged battery life INPUT VOLTAGE RANGE 228 478 V AC 3 phase FREQUENCY 40 70Hz POWER FACTOR 0 99 With p f correction CAPACITY 20KVA 18 KW 3 phase 380V AC Single phase OUTPUT VOLTAGE RANGE 220V AC 1 HARMONIC lt 2 Linear Load DISTORTION lt 5 Non Linear Load FREQUENCY 0 25 free run POWER FACTOR 0 9 CREST FACTOR 3 01 EFFICIENCY AC AC gt 93 Sealed lead acid maintenance BATTERY TYPE free SMF BACKUP TIME 30 min 21216 VAH TRANSFER TIME Zero AUDIBLE NOISE 55dB DISPLAY LED INTERFAVE SLOT USB amp Intelligent Slot SNMP PROTECTION GRADE IP 20 Ups should come with Auto AUTO SHUTDOWN shutdown and monitoring SOFTWARE software in CD media Manufacturer Should be ISO 9001 2000 certified Manufacturer Should be ISO 14001certified UPS should meet ROHS R5 CREDENTIALS standards Scope of Transient Voltage Surge Suppression TVSS Critical and expensive electronic equipment should be protected from transient over voltages by TVSS The selection of surge protective devices typically depends on the location of the device TVSS d
108. ons to BIDDERs and General Conditions of Contract 4 1 BIDDER s Responsibility Bidder need to maintain 60 seater Call Center for 365x24x7 This integrated 60 seater call center will cater to all the life saving ambulance services of the State Grievance Redressal of the citizens of Bihar and Medical advice To get all the services citizen needs to call only one number i e 104 from any part of the State The call center with its highly developed GPS and GIS tracking mechanism will track and monitor all the ambulances registered under them for 365 X 24 X 7 A panel of doctors from State Govt Service will be on roster for medical advice to the citizen via this integrated 104 call center Call Centre Features 1 ACD Supplier Bidder shall implement Automated Call Distribution feature to distribute the calls to Longest Idle Agent or any other logic as per the queue dynamics amp requirement All agents amp PDOs will login to this central ACD using his her own unique ID 2 PBX Robust PBX wherein the phones will get registered Sufficient PBX lines roughly 60 nodes to be deployed and provision for adding more nodes to this PBX as and when required for expansion 3 IVR Two IVR ports shall be deployed for call queuing and announcements The IVR shall be customized to announce the welcome and status message 4 Reporting Queue Management System The Call Centre software design shall enable reporting which shall include the foll
109. or citizens needs for ambulance services on call medical advice and grievance redressal The call centre will be accessible through the 104 number and will use multiple channels of forward and backward communication phone sms email and web services in a 24x7 format State residents would access the services through a 3 digit number 104 and will be available in 2 languages viz Hindi amp English 1 2 Project Scope Government of Bihar has decided to engage reputed and qualified organizations with the requisite capability and experience through outsourced model to operate a health call centre with focus though not limited on the below mentioned services A brief scope of services objectives and expectations from the bidder are provided below Ambulance Services Bihar currently has 3 different help lines operated by different service providers for ambulance services 104 helpline will serve as a single contact point front end for all ambulance services The selected vendor will be required to forward requests to relevant service providers and may also be required to integrate with existing systems deployed by ambulance vendors There is a possibility that existing ambulance helpline numbers may be phased out in the future Grievance Redressal 104 would enable state residents to file complaints related to functioning of public healthcare system for areas like service delivery ambulances incentive disburseme
110. oureu 191180 11 jure duroo jaro z ed 1eqpe a od V 55 TO AAAA WIN GG 936p 2 STATE HEALTH SOCIETY BIHAR que Jo ou Say EMERGENCY RESPONSE SERVICES SHS Bihar Details of trips DAILY REPORT 5 S on E qur Jo uoreoo 9524 Rz oureu ou ou 55 BST ou STATE HEALTH SOCIETY BIHAR Annexure 12 Financial Bid Format Financial Format Summary of Cost Tables Items Total Price INR Total Price In S No inclusive of all Taxes words 1 Capital Expenditure 2 Operational Expenditure Grand Total INR Summary of Capital Expenditure CAPEX 1 Site preparation Cost including Cubicals Officer cabins Electrical cabling etc 2 Hardware and Networking components LAN Connectivity for 104 Project 3 Software amp Third party licenses if any for Dial 104 Project 4 Training Cost Total INR Break up of Capital Expenditure S N Description A Qty Rate Tax Total U any 1 IP Based Call Center Solution with Lot 1 Distributed Cloud based Redundant Server IP Based Digital EPABX Digital Voice Logger Server Voicemail IVR SMS E Mail Voicemail IVR SMS E Mail Computer Telephony Integrati
111. overning Langage a esi ci cca 20 no Applicable TA Wc re 20 3 7 Assigning of Sub Contracts ecol tis Den uc rag 20 20 BO 20 3 10 Patent RIO DES edoceri icone ebro an dtp nx iene 20 a Taxes and 20 3 12 Operation and 20 249 Force Maje C uice di bes np n Gua Der UAE Ha ue 21 EO TNR CHEN 21 3 15 Sv EDO s oieri ienie eE AEEA AAE E AEEA E E EAEE TE AASA EE S 21 3 16 Resolution of Disputes and Arbitration sese 22 3 17 Acquaintance with local conditions 22 3 18 Statutory and Regular Approvals 22 Sto COO ers da mE d i Ec MEE LE 23 3 20 Limitation of 23 3 21 Failure to Agree with the Terms and Conditions of the 23 3 55 e pria d top t ua Meola keane 23 3 23 Control and POSSESSION iussa sr d exea ben MU pu n be gv pen 23 aout Replacement asro mimi Oan nba uma diu dte Dian FU mid ua EU NE 23 3 25 Assignme
112. ovide required printers stationary envelopes etc at Call Centers and printing of MIS reports k Bidder should engage required technical resources engineers or any other technical staff required at his expense to maintain the system during the contract period l Any other requirement for the smooth implementation of this project amp is missed out in this RFP may be furnished by the Bidder in Technical amp Financial proposal m Continue to build professional relationships with key stakeholders amp groups participating in the project n Bidders shall be deemed to have understood and agreed that no explanation or justification for any aspect of the Selection Process will be given and that the department s decision is without any right of appeal whatsoever o Bidder will make the best effort to ensure that the quality of deliverables meets the expectations of the department Any queries regarding the deliverables will have to be answered by the Bidder within 5 working days q Bidder shall organize weekly fortnightly review meetings to review functionality issues and progress of work The frequency of meetings will be intimated by the Bidder in consideration of requirements in the interest of the project r Bidder should generate the daily weekly monthly reports shall include the following but not limited to Report on calls handled amp calls pending Average duration of calls Min amp max duration of calls
113. owing apart from the ability to retrieve the individual case dockets call reports Call handled by Agents Skill Groups location queues etc 5 Gateways Centralized Gateways at Patna shall route all the Dial 104 calls received from any service provider to the Dial 104 Call Centre through 1 PRI line provisioned for Inbound Another 1 PRI line need to be provisioned for Outbound Calls 6 Loggers and Quality Management System Supplier Bidder shall deploy standard Voice logger having the capability of recording of all the Communication of Callers Call takers Dispatch officers and also Wireless Communication All voice calls including both Inbound Outbound amp Wireless Communications need to be recorded Supervisor shall have the capability to listen to the recorded calls live calls using logger application Storage Server needs to have a capability of storing the call recordings for at least 90 days in the Server The Server shall have provision to backup the calls location Date wise The QMS Quality Management System application shall have capability to carry out monitoring of call and auditing the calls using online application The inbuilt reporting capability for the same should be available Supervisory application to manage amp monitor queues for Incoming calls outbound calls Dispatch queue amp Case closure queue which should also have the feature to assign amp change priority levels 7 CTI Computer Telephony Integratio
114. peed TCP optimization option configuration must be defined on per virtual service basis not globally optional software based compression for HTTP based application SSL acceleration and high speed HTTP processing on same appliance Should support QOS for traffic prioritization CBQ borrow and unborrow bandwidth from queues Should provide QOS filters based on port and protocols including TCP UDP and ICMP Protocols Should support rate shaping for setting user defined rate limits on critical application should support integrated firewall module to protect the device itself from network based DOS and DDOS attacks Appliance should have security features like reverse proxy firewall Syn flood and dos attack protection features from the day of installation Management The appliance should have extensive report like http squid or customized http logging with inbuilt tcpdump and log collecting functionality The appliance should have SSH CLI Direct Console SNMP Single Console per Cluster XML RPC with inbuilt reporting The appliance should be dual bootable to fall back to last working configuration The appliance should support alerting mechanism like mail Syslog and snmp Layer 3 Switch Compliance Technical Specifications Yes No 24 port 100 1000 Base X Layer 3 Stacking Fiber Switch with 10G Uplinks Physical Interfaces 24 10 100 1000 Base T RJ 45 Ports 4
115. perty of SHS Bihar within 1 month The administrative rights to amend modify change the application software database structures should be under the control of SHS Bihar Deployment of complete application software and database at the SHS Bihar Patna with proper provision of Disaster Recovery DR Page 34 of 98 wee EV ul o STATE HEALTH SOCIETY BIHAR 4 rez anit eme fW 8 Change request mechanism including User Acceptance Test UAT for the timely incorporation of any new report in MIS so as to avoid frequent changes in the software 9 Include provision of Query By form in the software for the generation of any kind of dynamic reports downloadable exportable 10 Appropriate user rights for generating reports and viewing the information should be provided to the department to generate information from the system on real time basis with quality completeness and relevancy of information in the various reports 11 GIS mapping of ambulances with proper color coding i e Moving GREEN Stopped On road RED Stopped Off road BLACK and information i e vehicle registration no driver name vehicle contact no speed status reason for Off road etc 12 Various MIS reports detailed summary should be generated through GPS 13 Mechanism to auto email the auto generated daily and monthly reports to SHS Bihar daily and monthly reports annexure should be auto genera
116. pplication server Servers and CTI devices should have their own redundant powers supply available without any inter dependency on each other The CTI device should be TEC approved and should be easily upgradeable up to three times port capability as per the initial set up without having any impact on the application and DB servers The E1 lines should be directly terminated on the CTI device and the same should be able to handle voice processing for applications like IVR Logging SMS etc The CTI device should also be able to communicate with several application Servers if the need be over LAN The System should allow handling Calls on 100 Channels simultaneously and should be expandable up to 200 channels without any additional servers It should be possible to have cloud based distributed Server Architecture so that there should be redundancy between the Servers Architecture of Call Centre Page 51 of 98 2 noise STATE HEALTH SOCIETY BIHAR SQL Database Server n Multimedia Switch Page 52 98 wee EV Dv E noise Live STATIC IP Remote Location STATE HEALTH SOCIETY BIHAR lt gt alloy 4 Voicemail IVR SMS E Mail Features System should support PC BASED Voice mail system Voice mail system storage should be dependent on the PC hard disk storage capacity Voicemail to email option should be available System
117. rades Runtime image download TFTP Port description sFlow Web based graphic user interface GUI Command Line interface CLI IPv6 Management Cable Test SSLv3 TLSv1 0 Web security for the GUI Secure Shell SSHv1 v2 for CLI Telnet sessions for management CPU 5 sessions Configurable management VLAN Auto Install Admin access control via RADIUS or TACACS ISDP RMON 1 2 3 9 LEDs Per port Speed link activity Per device Power fan status stack ID Rear I O bays Environmental Operating Temperature 32 to 122 F 0 to 50 C Operating Humidity 9096 maximum relative humidity non condensing Operating Altitude 10 000 ft 3 000 m max Storage Temperature 4 to 158 F 20 to 70 C Storage Humidity 9596 maximum relative humidity non condensing Storage Altitude 10 000 ft 3 000 m max Certifications CE mark commercial FCC Part 15 Class A VCCI Class A Class A EN 55022 CISPR 22 Class A Page 78 of 98 STATE HEALTH SOCIETY BIHAR Class A C Tick wee EV 44 noise wey anit me EN 50082 1 EN 55024 CSA certified CSA 22 2 950 UL listed UL 1950 cUL 950 EN 60950 Rack 42 U specification Compliance Features Specification
118. rated with SMS 25 Patient care record 26 management system integrated with medical dispatch agent application 27 Single application to administer all users of the ERS system 4 6 Monitoring amp Evaluation The performance will be reviewed monthly by Executive Director SHSB and quarterly by Principal Secretary Health amp Family Welfare Department At the District level Chief Medical Officers will oversee the activity within their respective districts in District Health amp Family Welfare Societies meetings The services and records of the service shall be subject to inspection by designated officer s of Health amp Family Welfare Department Evaluation of performance shall be undertaken by SHS Bihar 4 7 Saving Clauses In the absence of any specific provision in the agreement on any issue the guidelines issued to be issued by the Executive Director SHS Government of Bihar shall be applicable 4 8 Implementation Schedule Sl No Activity Time line 1 Issue of LOA Letter of T Acceptance of Tender 2 Site Preparation Site handover amp Training of 1 5 Month Staffs 3 Implementation of the network amp Call Center 2 Months 4 Trial Period and Commencement of Operation T 2 5 Months 5 Go Live after end of Trial period G G 3 Month 6 Maintenance amp support G 3Years Page 36 of 98 227 apr STATE HEALTH
119. re 4 Format for from lr ree pee 42 Annexure 5 Technical Bid Iekter eee etnies gU n p RR 43 Annexure 6 Format of Curriculum Vitae for Proposed Manpower 45 Annexure 7 Financial Bid Letter esses entretenir tnnt nnne 46 Annexure 8 Technical Evaluation Criteria eese 47 Annexure 9 Technical Specifications sess 48 Annexure 10 Staff Deployment and 87 Annexure 11 SOFTWARE REPORTING FORMATS 88 Annexure 12 Financial Bid Format ocior pis re orn de pk di 94 Annexure 13 Guidelines for preparation of Technical Proposal sss 96 Annexure 14 Un Priced E ok ki NER BE EUER Rn 98 Page 7 of 98 o lt gt 4 STATE HEALTH SOCIETY BIHAR 1 Project Profile VERO 1 1 Project Background Health sector in Bihar has witnessed notable improvements in vital health indicators relating to maternal mortality and child health as a result of better infrastructure service levels and emphasis on institutional delivery and immunization The state wants to take the next step towards sustaining the positive momentum by setting up an integrated call centre as a one stop solution f
120. reement may be made by mutual agreement by both the Parties No variation in or modification in the terms of the Agreement shall be made except by written amendment signed by both the parties alterations and changes in the Agreement shall take into account prevailing rules regulations and laws 3 28 Use of Agreement Documents and Information The BIDDER shall not without prior written consent from SHS Bihar disclose the Agreement or any provision thereof or any specification plans pattern samples or information furnished by or on behalf of SHS Bihar in connection therewith to any person other than the person employed by the BIDDER in the performance of the Agreement Disclosure to any such employee shall be made in confidence and shall extend only so far as may be necessary for such performance The BIDDER shall not without prior written consent of SHS Bihar make use of any document or information made available for the project except for purposes of performing the Agreement All project related documents issued by SHS Bihar other than the Agreement itself shall remain the property of SHS Bihar and Originals and all copies shall be returned to SHS Bihar on completion of the BIDDER s performance under the Agreement if so required by the SHS Bihar Page 24 of 98 2 noise wee EV 9 noise STATE HEALTH SOCIETY BIHAR 4 Special Conditions The following clauses shall supplement the Instructi
121. reen Inbound Outbound Calling Automatic generation of custom caller IDs and trip IDs Full featured Advanced Call Distribution ACD Pim Adequate number of call queues Ability to forward information Call return Call out VOIP PSTN Page 35 of 98 gt i noise STATE HEALTH SOCIETY BIHAR rez anit me 11 Conference bridges 12 Ability to view queues calls amp agents status 13 Time based real time statistics 14 One click call monitoring 15 Customizable fields functionality 16 Powerful Customizable reporting with graphical representation 17 Real time queue and agent data reports 18 Data Import Export facility 19 Compatibility to log calls with GPS Global Positioning System incorporated in GIS Geographical Information System with GSM GPRS Global System for Mobile Communication General Packet Radio Service integrated Ambulance monitoring and tracking system 20 AVLT integration under MDA application Computer added TRAI protocol equivalent to IAMCDS for communication 21 Agent application medical Protocol for physician application 22 continuity plan compliant so that services should not hamper 23 Single record for an event end to end integrated with audio and data 24 dispatch agent application integ
122. rithms like round robin Weighted round robin shortest response target proximity and dynamic detect Should support inbound load balancing algorithms like round robin Weighted round robin target proximity amp dynamic detect Should support Static NAT Port based NAT and advanced NAT for transparent use of multiple WAN Internet links IPV6 support with IPv6 to IP4 and IPv4 to IPv6 translation and full IPv6 support In case of link failure device should detect it in less than 30 seconds and divert the traffic to other available links Shall provide individual link health check based on physical port ICMP Protocols user defined l4 ports and destination path health checks Should provide mechanism to bind multiple health checks support for Application specific VIP health check and next gateway health checks Should support persistency features including RTS return to sender and ip flow persistence Should support application Load Balancing without addional license cost High Availability and Cluster Should provide comprehensive and reliable support for high availability based on Per VIP based Active active amp active standby unit redundancy mode Statefull session failover with Connection mirroring support Appliance should not have any limitations for connection mirroring Should support USB based FFO link to synchronize configuration at boot time of HA Support for mult
123. s Yes No Make Must be specified All the relevant product brochures and manuals must Model be submitted Height 2000 mm min amp width 600 mm min Depth Dimension s 1000mm Min Weight Capacity 1000 Kg Min Rack Must have CRCA Steel Hexagonal Perforated Steel Doors Front and Back Front Door With Numeric and Doors Handle Locking System for Security CRCA Steel Sheet Heavy Duty With Open able Latches Structure Complete knockdown format for easy installation amp later maintenance Side doors with lock amp key Castors Rack Must have Heavy Duty Castors Wheel Rack must have Accessories like Cable Manager Equipment Mounting Hardware Set Shelf Tray Accessories Earthing Kit Ventilation Standard with TOP Mounted Exhaust fan 4 No Rack Power 12 Socket 5 15 Amp Socket With 32 Amp MCB and Indicator with MCB Safty Cover and 3 Mtr Power Unit Cable Rack Must Have DIN 41494 Industry 19 Standard Certification ROHS and OHSAS Certification for quality process Warranty 3 years comprehensive OEM Warranty CABLE CONSTRUCTION The construction of the cable shall be in accordance with Table below Compliance ITEMS DESCRIPTION Yes No Number of Fibers 6 or 12 Type of Fiber Single Mode No of Fibers in tube 2 16 fiber Max Tensile strength 1000N Installation 500N Operating Minimum Bend Radius 110mm Page 79 of 98 lt gt
124. s before the representatives of SHS Bihar and We our principals are also equipped with adequate maintenance and service facilities within India for supporting the offered document We hereby offer to provide the Services at the prices and rates mentioned in the Financial Bid 2 We hereby undertake that in the event of acceptance of our bid the Services shall be provided as stipulated in the schedule to the Bid document and that we shall perform all the incidental services We agree to abide by our offer for a period of 180 days from the date fixed for opening of the Financial Bids and that we shall remain bound by a communication of acceptance within that time We have carefully read and understood the terms and conditions of the tender and the conditions of the Contract applicable to the tender and we do hereby undertake to provide services as per these terms and conditions We do hereby undertake that until a formal contract is prepared and executed this bid together with your written acceptance thereof or placement of letter of intent awarding the contract shall constitute a binding contract between us Dated this Day of 2014 Signature In the capacity of Duly authorized to sign the Tender Response for and on behalf of Name and Address of Company Seal Stamp of BIDDER Witness Signature Witness Name Witness Address Page 46 of 98 Annexure 8 Technical Evaluation Criteria wee EV STATE HEALTH SOCI
125. se all the Call Takers are Busy 8 Conferencing 6 arty In and Out Multi grou conferencing facility to be provided to all the Call Takers Supervisor and Manager etc To be configurable Dynamically 9 Voice Messaging unit The system shall play announcement immediately on receiving a call from Public This is 104 control room All calls are recorded for Investigation and future reference purpose and place the call immediately to call taker using ACD Page 48 of 98 STATE HEALTH SOCIETY BIHAR E Ss 2 Noise rez anit eme algorithm 10 IP Soft Phone and Hard IP IP Phone with Multiple DSS keys for One Phone Touch dialling Video IP phone 11 Switches Provide industry tested proved and market leading switches to ensure smooth installation and protecting businesses existing call center hardware investment 12 Standards which are to be Tenderer to specify support provided supported CCS 2Mbps clearly 13 Support for ACD call center To be provided with CTI and advanced call routin 14 Networking of Multiple Bidder to specify the compliance of systems through standards SIP protocol a With IETF SIPv2 standard RFC3261 b UDP TCP call mode c MD5 digest ID identification d REFER call forward RFC3515 e SIP message subscribe notify RFC3 265 f Proxy server register security certificate and renew at r
126. sub system shall be to BIDDER s account 4 4 Payment Terms The method and conditions of payment to be made to the Firm under this contract shall be specified as follows IT if any will be deducted at source as per IT act The Bidder s request s for payment shall be made to the Police Department in writing accompanied by the details of work executed supported with evidence of accomplishment of the item wise work The Payment schedule shall be as follows a Capital Expenditure All the hardware amp software equipment required for the 104 Operations according to the specifications in RFP need to be procured by the Bidder amp the same shall form the part of Financial Bid b b Operational Expenses The operational expenses would be paid to the Bidder on a quarterly basis as per the mutually agreed terms in the agreement amp operational plan Sl No Milestone Timeline 6 of Payment to be released Capex Payment 1 CAPEX On delivery amp T0 30 80 of the CAPEX commissioning of the days hardware Application and system at site and installation 2 Successful Trail run for 10 days 1596 of the CAPEX 3 End of Project 5 6 of the Capex OPEX Payment O amp M phase Operation and Maintenance Amount shall be amortized over a period of 3 years and payment shall be made in 12 equal quarterly installments amp the O amp M phase will commence from declaration of GoLive by the Department 1 OPEX
127. t 11 00 Hrs Address For Communication Submission Pre Bid Meeting Opening of Technical amp Financial Bid State Health Society Bihar Dept of Health Govt of Bihar Pariwar Kalyan Bhawan Sheikhpura Patna 14 Contact Person Shri Arvind Kumar Contact email hmis statehealthsocietybihar org statehealt h_society yahoo co in Contact Phone no 9470003015 Page 3 of 98 STATE HEALTH SOCIETY BIHAR lt gt alloy 4 rez ani eme fa 2 noise Abbreviations ALSA Advance Life Support Ambulances AMC Annual Maintenance Contract AVLT Automated Vehicle Location Tracking BG Bank Guarantee BLSA Basic Life Support Ambulances BoQ Bill of Quantity CO Communication Officer DO Dispatch Officer DR Disaster Recovery EMD Earnest Money Deposit EMT Emergency Management Technician ERC Emergency Response Center ERS Emergency Response Services GIS Geographical Information System GNM General Nursing Midwifery GOB Government of Bihar GPRS General Packet Radio Service GPS Global Positioning System GSM Global System for Mobile Communication IEC Information Education Communication IMR Infant Mortality Rate ED NRHM Executive Director National Rural Health Mission MDA Model Driven Architecture MDG Millennium Development Goals MIS Management Information System MMR Mat
128. t fund is protected Operation and Maintenance During the Agreement Period the Service Provider shall operate and maintain the Call Centers in accordance with this Agreement comply with the provisions of this Agreement Applicable Laws and Applicable Permits and conform to Good Industry Practice The obligations of the Service Provider hereunder shall include 1 Carrying out periodic preventive maintenance of the Call Centers Page 29 of 98 STATE HEALTH SOCIETY BIHAR 4 routine maintenance to ensure undisrupted operation of the Call enters 3 Undertaking major maintenance such as refurbishment of IT Infrastructure and other equipment 4 Operation and maintenance of all communication control and administrative systems necessary for the efficient operation of the Call Centers Statutory Compliance the Agency is responsible for the compliance of the statutory requirement under any law in respect of any asset and operation The agency shall be held responsible in case of any penalty loss or other legal consequences arising out of non compliance Monitoring amp Evaluation Develop and implement a full proof monitoring and evaluation system to ensure efficiency in capacity utilization Key indicators need to be put in place for looking at equity of access quality of care volume of utilization and wasteful consumption 4 2 Department s Responsibility i Through State Health amp Family W
129. tary evidence means any matter expressed or described upon any substance by means of letters figures or marks intended to be used for the recording of that matter and produced before a court Default Notice shall mean the written notice of Default of the Agreement issued by one Party to the other in terms hereof Fraudulent Practice means a misrepresentation of facts in order to influence a procurement process or the execution of a Contract and includes collusive practice among IAs prior to or after Bid submission designed to establish Bid prices at artificial non Page 9 of 98 ul o STATE HEALTH SOCIETY BIHAR 4 rez ani eme competitive levels and to deprive SHS Bihar and or GoB of the benefits of free and open competition Good Industry Practice shall mean the exercise of that degree of skill diligence and prudence which would reasonably and ordinarily be expected from a reasonably skilled and experienced BIDDER engaged in the same type of undertaking under the same or similar circumstances Govt GoB Government Govt of Bihar shall mean Government of Bihar BIDDER means any firm offering the solution s service s and or materials required in the RFP The word BIDDER when used in the pre award period shall be synonymous with BIDDER and when used after intimation of successful BIDDER shall mean the successful BIDDER also called BIDDER or Implementati
130. ted to supply installation duties transport packing and transit insurance charges etc Taxes should be indicated under the relevant column in the schedules 3 Department reserves it right to alter the scope increase quantity remove certain items 4 The basic cost is all inclusive of setting up costs of 104 Call Center Project like call center setup salary amp allowances recruitment amp training staff insurance amp others telephone Mobile internet housekeeping of hardware amp software up gradation of software equipment postage amp courier printing and stationary and all other miscellaneous expenses inclusive of all taxes duties fees etc 5 All other tasks pertinent to the contract even though may not have been mentioned in the bid document are assumed to have been included in the work 6 Deduction of taxes at source will be made as per applicable laws from the payments to be made to the vendor Place Bidder s signature Date and seal Page 95 of 98 Annexure 13 Guidelines for preparation of Technical Proposal Technical Proposal should comprise of the following A printed covering letter on the bidding organization s letterhead with all required information and authorized representative s initials shall be submitted along with the proposal The technical proposal should contain a detailed description of how the bidder will provide the required services outlined in this R
131. ted without manual intervention 14 Submission of monthly backup of database by 3rd of every month to the SHS Bihar and the support to restore the backup and view search information 15 Regular AMC of hardware software security communication channels for the smooth operations of the ERS and GPS 16 Hand over of complete operational system at the end of the project period termination discontinuation services 17 Ensure adequate number of call queues so that calls do not remain unattended or dropped without entering into the software at the level of telephone exchange or show lines busy Report should be submitted to SHS Bihar 18 GPS device should have capacity to store approximately 2000 records during No Network Connection situation and GPS History Tracking is an in built feature of the software Minimum period given for History Tracking of GPS data should be at least 60 days 19 Dynamic reporting should be incorporated in the software so that queries can be generated on various fields like call date chief complaint type unattended calls off road vehicles 20 Software general requirements 2 Description Virtual PBX Integration Supporting Multi user environment Ability to use common call input screen for Medial Police amp Fire Ability to automatically check for duplicate call Caller Archived Maintained whenever same caller call then its information automatically display on sc
132. termination by stating the ground grounds on the happening of any of the events 1 to iv may terminate the agreement after giving reasonable opportunity of being heard to the service provider 1 If the service provider do not remedy a failure in the performance of his obligations within 15 days of receipt of notice or within such further period as the Government have subsequently approve in writing ii If the service provider becomes insolvent or bankrupt iii If as a result of other than force majeure conditions service provider is unable to perform a material portion of the services for a period of not less than 60 days or iv If in the judgment of the Government the service provider is engaged in corrupt or fraudulent practices in competing for or in implementation of the project 3 16 Resolution of Disputes and Arbitration 1 SHS Bihar and the selected BIDDER shall make every effort to resolve amicably by direct informal negotiation any disagreement or dispute arising between them under or in connection with the Contract 2 after thirty 30 days from the commencement of such informal negotiations State and the selected BIDDER have been unable to amicably resolve dispute either party may require that the dispute be referred for resolution to the formal mechanisms which may include but are not restricted to conciliation mediated by a third party acceptable to both or in accordance with the Arbitration and Conciliatio
133. tion Committee would evaluate the technical bids BIDDER s should be ready to give the presentation on their proposed solution and the queries raised by the evaluation committee in front of the Evaluation Committee at a date time and location determined by SHS Bihar They are expected to reply to all the queries from the Evaluation Committee during the presentation The presentation would be part of technical evaluation process SHS Bihar may also undertake oral clarifications with the Bidder s The primary function of clarifications in the evaluation process is to clarify ambiguities and uncertainties arising out of the evaluation of the bid documents One Representative with proper Authorization from the bidding firm must be present during the opening of the Technical Proposal If there no representative of the bidding firm during the opening of Pre Qualification Documents bids will be considered non responsive and will be rejected In order to facilitate the Technical Bid evaluation the technical criteria laid down along with the assigned weights have been presented in Annexure The marking scheme presented is an indication of the relative importance of the evaluation criteria Bidders securing a minimum of 7596 marks in the technical evaluation will only be considered for further financial bid evaluation Bids which don t secure the minimum specified technical score will be considered technically non responsive and hence debarred from being
134. tion should have method of detection of fingerprinted data allow you to specify which columns of data constitute a match on a per policy basis System should provide a method for fingerprinting documents such as PCI HIPA CAD drawings or merger and acquisitions documents or any confidential documents Solution should have method of detecting fingerprinted documents support detection of the same text or portions of text in different file formats or any kind of manipulation For example if a fingerprinted document is in Microsoft Word format then system should detect that same text that has been cut and pasted directly into an email Solution should have advanced Machine Learning Ability to automatically learn sensitive information from copies of information that needs to be protected and also automatically learn false positives Solution should be capable to send automatic alert via email to source amp automated work flow System should support the ability to automatically notify senders or their managers when a policy has been violated Solution should have feature to view identity information on the sender such as full name manager name business unit and destination of the transmission e g data sent to a blog chat board spyware site for all channels Solution should have option to create separate roles for technical administration of servers user administration policy creation and editing incident remediation and incident viewing
135. uccessful BIDDER fails to a accept award of work b sign the Contract Agreement with SHS Bihar after acceptance of communication on placement of award c furnish performance security d fails to sign the Contract Agreement in time e or the BIDDER violates any of such important conditions of this tender document or indulges in any such activities as would jeopardize the interest of SHS Bihar in timely finalization of this tender The decision of SHS Bihar regarding forfeiture of bid security shall be final and shall not be called upon question under any circumstances A default in such a case may involve black listing of the BIDDER by SHS Bihar qos le 2 16 Award of Contract SHS Bihar will award the contract to successful BIDDER whose bid has been determined to be responsive and has been determined to be most competitive 2 17 Performance Security Within 15 Fifteen days of Notification of Award of the Work the company shall furnish Performance Security to State Health Society Bihar 10 of the total value of quoted bid by way of irrevocable and unconditional Bank Guarantee in favor of State Health Society Bihar payable at Patna for a period to be specified in the award of work This Bank Guarantee should be of duration of 12 months renewable every year for 3 years Depending on the project going live the Bank guarantee may have to be extended from the date of Go live The proceeds of the Performance Security s
136. uctors Capable of multiple determinations UTP Patch Cord 3 Feet or 7 Feet Description Low Smoke Zero Halogen CAT 6 Patch Cord The cable jacket for these cords is designed to minimize the release of halogen gases and toxicants into the air reducing the potential of hazardous Features contact in occupied spaces Low Smoke Zero Halogen CAT 5e and CAT 6 Patch Cords are for use in patching environments with poor air circulation where personnel and equipment may be exposed to corrosive gases and fumes during combustion Must Independently tested and verified by Intertek ETL for CAT 6A component performance Page 81 of 98 STATE HEALTH SOCIETY BIHAR Should have Cable construction provides excellent alien crosstalk suppression and EMI RFI protection lt gt alloy 4 rez ani eme fa 2 noise Should have Slim Line plug features a narrow profile for less congestion in higher density applications Strain relief boot ensures long term network performance Outside diameter of 240 easier to manage 26 AWG stranded conductors for maximum flexibility Same cord for UTP or Shielded installations STANDARDS COMPLIANCE TIA 568 C 2 IEC 61935 2 Flame Propagation IEC 60332 1 1 2 2004 07 RoHS compliant ISO IEC 11801 PHYSICAL SPECIFICATIONS Materials Conductor 24 gauge Category 5e
137. y adverse claims of any and all persons related to the execution of services as mentioned in the RFP 3 23 Control and Possession The BIDDER shall be deemed to be in control and possession of the equipment necessary for the proper and normal operation of the Project 3 24 Replacement The BIDDER is required to replace maintain amp repair any equipment under this project getting damage or become non functional 3 25 Assignments amp Sub Contracts Assignment by BIDDER The BIDDER can t assign in whole or in part its rights and obligations to perform under the Agreement to a third party except with the prior written consent from SHS Bihar Mergers and Acquisitions No consent of SHS Bihar shall be required when an assignment by the BIDDER is the result of and part of a corporate acquisition merger or combination with an affiliated entity or reorganization provided that such entity shall not be released of the obligations of the BIDDER under the Agreement 3 26 Sub contracts The BIDDER shall notify the SHS Bihar in writing of all subcontracts awarded under the Agreement Such notification shall not relieve the BIDDER from any liability or obligation under the Agreement The BIDDER shall fully indemnify SHS Bihar for any claims damages whatsoever arising out of the Sub contracts Page 23 of 98 gt VERO 4 STATE HEALTH SOCIETY BIHAR 3 27 Amendment to the Agreement Amendments to the Ag
138. y relieve the BIDDER of his responsibility to fulfill his obligation under the bid 2 20 Fraudulent amp Corrupt Practice Page 17 of 98 lt gt STATE HEALTH SOCIETY BIHAR 4 rez eme Fraudulent Practice means a misrepresentation of facts in order to influence a procurement process or the execution of the project and includes collusive practice among BIDDERs prior to or after Bid submission designed to establish Bid prices at artificial non competitive levels and to deprive the SHSB of the benefits of free and open competition Corrupt Practice means the offering giving receiving or soliciting of anything of value pressurizing to influence the action of a public official in the process of project execution SHSB will reject a proposal for award if it determines that the BIDDER recommended for award has engaged in corrupt or fraudulent practices in competing for or in executing the project Page 18 of 98 2 wee Ki noise STATE HEALTH SOCIETY BIHAR 3 General Conditions 3 1 Conditions Precedent 3 1 1 Commencement of the Agreement The successful BIDDER shall obtain the required clearances within 20 days of issuance of Lol Agreement shall be signed only after the clearances are obtained The successful BIDDER shall have received all clearances approvals and permits including any environmental approvals if required Th

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