Govt.

of Bihar
PUBLIC HEALTH ENGINEERING DEPARTMENT
REQUEST FOR PROPOSAL (RFP)

For

" Development & Maintenance of Mobile App/Web

Application (for managing and reporting Dashboard/Portal
of Centralized Grievance Redressal System including 5
years O & M "

RFP No.: 01/2023-24

Dated: 10 /11 /2023

Vishveshwariya Bhawan Campus, Bailey Road, Patna – 800015

 PUBLIC HEALTH ENGINEERING DEPARTMENT, Govt. of Bihar
Vishveshwariya Bhawan Campus, Bailey Road, Patna – 800015
Request for Proposal for "Design, Development and Maintenance of Mobile App /Web
Application for Grievance Redressal System". in Public Health Engineering Department,
Govt. of Bihar

No.:- Date:

Public Health Engineering Department invites sealed tender for the " Development &
Maintenance of Mobile App/Web Application (for managing and reporting Dashboard/Portal of
Centralized Grievance Redressal System including 5 years O & M " on turnkey basis as per the
specifications and terms and conditions mentioned in the tender document. RFP can be
downloaded from the website of the department: [Link] or
[Link].

Interested Bidders must submit their offers up to 17.00 Hrs. on 12.12.23.

The Public Health Engineering Department reserves the right to accept or reject any or all
proposals without incurring any obligation to inform the affected bidder/bidders.

Sd-
Engineer-In-Chief-Cum- Special Secretary, PHED,
Govt. of Bihar, Patna

2
 Government of Bihar
Public Health Engineering Department
Request for Proposal for the work: -" Development & Maintenance of Mobile App/Web
Application (for managing and reporting Dashboard/Portal of Centralized Grievance Redressal
System including 5 years O & M ". in Public Health Engineering Department, Govt. of Bihar
RFP No –....................................................
National Competitive Bidding
Details of work: -

S. No. Name of Work Amount of Cost of Tender Tender processing

Earnest Document (RFP) fee
Money (in (non- refundable) (non-
Rs.) (In Rs.) refundable) (In Rs.)

1. Development & Maintenance of Mobile 14,00,000/- Rs. 10,000/- As per self-

App/Web Application (for managing generated
and reporting Dashboard/Portal of
Centralized Grievance Redressal
System including 5 years O & M.

2 Designation and Address of Advertiser Engineer-in-Chief-Cum-Special Secretary, PHED,

Vishweshwaraiya Bhawan Campus, Bailey Road, Patna-
800015, Bihar
3 Date of issue of Tender Notice 10.11.2023

4 Period of downloading of tender Bid Document From. 28.11.2023 To 11.12.2023 up to 15:00 Hrs.
through [Link].

04.12.2023 at 15:00 hrs in the Office of Engineer-in-

5 Date, time & place of pre-bid meeting Chief-Cum-Special Secretary, PHED, Vishweshwaraiya
Bhawan Campus,
Bailey Road, Patna- 800015, Bihar
6 Last date and time of receipt of tender Upto 17:00 Hrs on 12.12.2023

13.12.2023, Upto 15:00 hrs. in the Office of the: -

A. Engineer-In-Chief-cum-Special Secretary.
Last date and time of submission of hard copy or
7 of EMD (in original) along with copy of B. Superintending Engineer, P.H. Circle Patna
uploaded documents. or
C. Zonal Chief Engineer, Patna Zone, Patna.

8 Date and time of opening of technical bid 14.12.2023 at 15:00 hrs in the Office of the:- Executive
Engineer, P.H. Division, Patna West.
9 Date and time of opening of financial bid To be informed later after the approval of technical
bid.

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10. The Engineer-in-Chief-Cum-Special Secretary, PHED, Bihar invites eligible Consultant firms/organization
(incorporated under the Indian Companies Act) to participate in the RFP in providing the Consultancy Services
for the below assignment.
11. Objective of Consultancy Work: Development & Maintenance of Mobile App/Web Application for managing
and reporting Dashboard/Portal of Centralized Grievance Redressal System to provide availability of CGRC
services 24 by 7 to the citizens of Bihar and enhance service delivery effectiveness of CGRC . For this,
Application (App) is to be developed with multiple features as described in the subsequent sections in the
RFP document. The access of all available information in the said App is to be allowed for 24X7 view. This is to
be maintained for a period of 5 years after successful development and Go Live.
12. The Bidder should be an established IT services company, and should have been in operation for a period of at
least 5 years & should be a profitable vendor for the last three years as on 31st March 2023 and must have an
annual turnover of not less than INR Two (2) Crores in any of the two years in last five financial years from IT
services and should be eligible as per eligibility criteria as mentioned in RFP (Request for Proposal).
13. The Bidder registered as IT/ITES/System Integrator having similar experience as stated in RFP and having
experience in working with Central Government/ any State Government, any PSU may participate in tender.
14. For participating in e-tendering process, the Contractor shall have to get them registered to get user ID,
Password and Digital Signature. This will enable them to access the website [Link] and
download/participate in e-tender.
15. The blank RFP can be downloaded from [Link] and duly filled document (Technical Bid) can
be uploaded on the same website. It is also essential to submit one copy of uploaded tender document in Hard
Copy in a separate envelope, self-signed on each page of the Document, for comparing in the office Executive
Engineer, P.H. Division, Patna West up to next day after last date of submission i.e. upto 15:00 hrs. on dated
13.12.2023.
16. Cost of RFP Document as mentioned above shall be paid online mode only.
17. EMD can be paid either through online mode or manual mode (BG). In case of manual mode of payment, the
original hard copy of the EMD should be submitted in the office of Executive Engineer, P.H. Division, Patna
West, payable at Patna within the next 10 working day after the tender closing date.
18. BG (Bank Guarantee) for manual mode of EMD should be issued within state (if issued from any bank outside
state then it will be converted to any bank within state before executing the work agreement) in favor of
Engineer-In-Chief-cum-Special Secretary and valid up to 225 days after the date of receipt of tender.
19. Detailed Terms and Conditions of Tender will be enclosed along with the RFP (Bidding Document) and will be
binding on the bidders.
20. The undersigned has right to extend or accept or reject the RFP without assigning any reason thereof.
21. For further details bidders may contact the undersigned on any working day or see the website
[Link].
22. For further details bidders may contact the undersigned on any working day.
23. No claim shall be entertained because of disruption of internet service being used by the bidders. Bidders are
advised to upload their bids well in advance to avoid last minute technical issues.

Engineer-in-Chief-Cum-Special Secretary
Public Health Engineering Department,
Patna, Bihar

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 Statement of important limits/values related to bid

Sr. Item Description

1. EMD Rs. 14,00,000.00(Rupees Fourteen lakhs only)

Note: The original copy of EMD should be submitted to

PHED before opening of technical Bids.
2. Bid Validity Period 180 days from the date of opening of bids
3. EMD Validity Period Up to DD/MM/YYYY (upto 30+180) day
4. Variation in quantities As per actual requirement of Department

5. Period for furnishing Within 10 days from date of receipt of Notification of Award
performance security
6. Performance security 2% of Contract Value in favour of “Executive Engineer , P. H.
value Division, Patna West, PHED, Bihar from any Nationalized
Bank.
7. Performance security 180 days beyond contract period
validity period
8. Period for signing Within 10 days from date of receipt of Notification of Award
contract
9. Selection Method Quality Cum Cost Based Selection (QCBS) Method

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 GENERAL CONDITION OF CONTRACT

1. DESCRIPTION OF WORK
Development & Maintenance of Mobile App/Web Application (for managing and reporting
Dashboard/Portal of Centralized Grievance Redressal System including 5 years O & M.
2. SCOPE OF THE CONTRACT
As mentioned in the Terms of Reference section.

3. BIDDER’S ELIGIBILTY CRITERIA

1. The Bidders shall satisfy all of the criteria below: The participation is restricted to companies registered
in India. Bidder can participate as sole entity.
2. The Bidder should be a company registered under the provisions of the Indian Companies Act, 1956 /
2013 or a partnership firm under the Indian Partnership Act, 1932 or the Limited Liability Partnerships
Act, 2008. The bidder should be an individual entity. No Consortium/Joint Venture/Sub-Letting is
allowed at any stage of the tender.
3. The Bidder should have registered with GST authority and must have PAN number.
4. Bidder should be in operation on the field of software development & maintenance for a period of at
least 3(three) years as of March 31, 2023.
5. The bidder should have positive Net worth and must have an annual turnover of not less than INR 2.00
Crore (Rupees Two Crores Only) in any of the two years in last five financial years as on 31-03-2023 from
IT services (IT Infrastructure procurement and commissioning, IT Application Customization, Deployment
and Maintenance), as evidenced by the audited accounts of the company or CA attested Certificate with
UDIN No. The bidder may submit provisional account for the FY 2022-23.
6. The bidder should have an existing Centre operational in Bihar or shall furnish an undertaking to open an
operation Centre within 30 days from award of the project.
7. The bidder should have submitted Earnest Money Deposit (EMD) and Tender Fee through
[Link]
8. The bidder should have prior experience of executing, at least two IT/ITES/IP based projects involving
Software deployment and implementation of management system for Government
Departments/Agencies/PSUs in India in the last six years. Atleast one project should be worth Rs. 3.00
(Three) Crores including experience of developing live Mobile application project. Bidder must provide
supporting documentary proof in the form of Work Order/Agreement or Completion/Performance
Certificate.

9. Joint Venture and consortium not allowed.

10. The bidder shall not Sub-Contract any Scope of work specifically mentioned in RFP. The bidder shall be
purely and wholly held responsible to perform. The bidder shall be fully responsible for all acts of
commission and omission.
11. The bidder should not have been blacklisted by any State / Central Government in India for
corrupt, fraudulent or any other unethical business practices or for any other reason. Bidder should
submit the affidavit along with technical document.

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Note:
A Pre-Qualification Proposal needs to be submitted to conclusively demonstrate that the Bidder
completely meets all the eligibility criteria mentioned above.

For the above pre-qualification eligibility criteria, any bidder who does not furnish supporting
documents along with evidence shall be summarily rejected.

These documents should be submitted separately in a sealed envelope marked ‘Eligibility

Documents’ contained in the bigger cover marked “Technical Bid” along with other technical
compliance documents.

4. SUBMISSION OF & EVALUATION OF THE PROPOSAL

4.1 All bidders shall provide in Section : Forms of Bid and Qualification Information, a
preliminary description of the proposed work method and schedule, project schedule
indicating suggested milestones to complete the project on time.
4.2 All bidders shall also furnish the following information in Section
a) All bidders shall include the following information and documents with their bids in
Section copies of original documents defining the constitution or legal status, place of
registration, and principal place of business; written power of attorney or board
resolution of the signatory of the Bid to commit the Bidder;
b) experience in works of a similar nature and size as indicated in the eligibility criteria for
the last five years ending FY year 2023 and as on the date of Bidding, and details of
works underway or contractually committed
c) the proposed methodology and program of implementation planning and deployment,
duly supported with Complete Software Cycle timelines procedures proposed to be
adopted, justifying their capability of execution and completion of the work as per
technical specifications within the stipulated period of completion as per milestones.
4.3 Bids in form of JV/Consortium are not acceptable.
5. GENERAL CONDITIONS
Minimum validity of the Tender must be 180 days from date of opening of the Tender.
Department reserves the right, not an obligation, to carry out the capability assessment of the
Bidder and pre dispatch inspections at the cost of the Bidder. The department decision shall be
final in this regard.
 Department will neither provide nor shall pay any charges for boarding, lodging and
transportation facilities for the Bidder or their Representative.
 All the expenses in this regard for transportation of equipment or for up-gradation shall
be entirely borne by the Bidder.

6. Public Health Engineering Department’s(PHED) RIGHT TO REJECT ANY/ALL BIDS

The department reserves the right to accept or reject any bid in part/ full or annul the bidding
process and reject all bids at any time prior to award of contract without assigning any reason,
without thereby incurring any liability to the affected Bidder(s) or any obligation to inform the
affected Bidder(s) of the ground for its action. Any decision of the department in this regard shall
be final, conclusive and binding on the Bidders.
The department in its best interest reserves the right to accept or reject any technology/ make
proposed by the Bidder without assigning any reason thereof.
The department reserves the right to re-issue the tender and or any part thereof without assigning
any reason whatsoever, at the sole discretion of the PHED. Any decision in this regard shall be final,
conclusive and binding on the Bidder(s).

7
 The department reserves right to give minor deviations to any or all of the Bidder(s) in the techno
commercial specifications of bid. Any decision of the department in this regard shall be final and
shall be binding on the Bidder.

The department reserves the right to issue Purchase Order in phases or to alter the quantities
specified in the offer. The department also reserves the right to delete one or more items from the
list of items specified in offer. Any decision of the department in this regard shall be final, conclusive
and binding on the Bidder.
7. BID REJECTION CRITERIA
The bid(s) will be rejected in case of any one or more of the following conditions: Bids not
substantive and in strict compliance with the Performa given in this document. Bids not made in
compliance with the procedure mentioned in this document.
 Failure on part of the Bidder to provide appropriate information as required in the bid
proposal or any additional information as requested by the department, including any
supporting document.
 Incomplete or conditional bids or bids that do not fulfill all or any of the conditions as
specified in this document.
 Bids without Earnest Money deposit.
 The submission of more than one bid under different names by one Bidder. If the
same is found at any stage, all the bids by that Bidder will be rejected.
 Misrepresentations in the bid proposal or any supporting documentation.
 Bid proposal received after the last date and time specified in this document.
 Unsigned bids, bids signed by unauthorized person and unsigned corrections in the
bids.
 Bids containing erasures or overwriting except as necessary to correct errors made by
the Bidder, in which case such corrections shall be authenticated by the person or
persons signing the bid

8. RESPONSIBILITIES OF THE BIDDER

The Bidder shall design, develop and maintain the application within the timelines and scope as
described in the document to department.
The Bidder must provide details of the support required from department in order to complete
the project on time. The Bidder, in this respect is responsible for designing the mobile and web
application in consultation with the required officials appointed by department, develop the
application basis the approved design, security test the software for any bugs or errors or breach
of security and provide support and maintenance services as stipulated in this RFP document
9. SCHEDULE OF PAYMENT
As mentioned in the Terms of Reference.
On receipt of such invoice after verification by department and after deducting Income Tax, Sales
Tax/GST/ other Taxes and any Penalties (as applicable), department will try to pay the amount
within a period of 15 days from the date of receipt of the Invoice and accompanying documents
as provided here in above.
10. RATES
The rates quoted shall remain firm throughout the period of contract and this contract will
remain valid up-to the date of completion of the job by the successful bidder and shall not be
subject to any upward modification whatsoever. Bidders are requested to quote their rates both
in words and figures in the blank space provided in tendering format. It should be noted by the
bidders that unworkable quoted rates shall not be accepted and such bids shall be out right
rejected.

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11. MODIFICATIONS IN THE ORDER (SCOPE OF WORK)
The department may at any time, by written order given to the successful bidder make changes
within the general scope of the Contract in anyone or more of the following:
 The specifications of the software work flow.

 The service to be provided by the successful bidder.

 Any other change that the department may deem fit.
If any such change causes an increase or decrease in the scope and associated cost of, or the
time required for, the successful bidder’s performance of any part of the work under the
Contract, an equitable adjustment shall be made in the Contract Price or Delivery Schedule, or
both, and the Contract shall accordingly be amended. Any claims by the successful bidder for
adjustment under this clause must be put forth within 30 days from the date of the successful
bidder’s receipt of the Purchaser’s Order.

12. SUB-CONTRACT
The successful bidder shall not assign in whole or in part, their obligation to perform under the
Contract, except with the department’s prior written consent.

13. SPECIFICATIONS
The services to be supplied by the successful bidder against this tender shall be in accordance
with the minimum standards/ specifications mentioned in the RFP. The specifications may be,
however, improved in keeping with latest technological trends at the time of bidding. In such
situation clause no. 11 will be applicable.
14. PENALITIES FOR DELAY IN DELIVERY & SUPPORT
Appropriate penalties will be recovered from the payment if successful bidder is not able to
achieve required service levels as mentioned below: -
(a) If successful bidder does not deliver design and development of software & mobile application
including analytics tool, data warehouse solution, necessary integrations, training, security audit
& hosting (as per schedule A of price bid) within time lines, 0.5% of agreement value of part A
per month deducted from due of the successful bidder subject to maximum of 5% of the
agreement value
(b) Delay in maintenance & support services: Rs. 2000/- per day for any delay in providing support
services as required by the concerned department beyond 15 days from the date of request
given, unless sufficient reason is furnished by the bidder for delay, if any, during the
maintenance and support duration of the project.
(c) Once the maximum penalty reached, the employer may terminate the contract and forfeit the
performance security deposit.
15. TAXES AND DUTIES
The Bidder shall be solely responsible for the payment of all taxes including VAT, Duties, License
Fees etc. incurred until completion of the Project. However, service taxes shall be paid by the
PHED as per the prevailing rates
16. SECURITY MONEY DEPOSIT
Within 15 days of issuance of Letter of Intent (LoI), the successful Bidder shall furnish Security
Money @ 2% of the Contract Value including EMD at the time of Agreement and Deduction @
8% from all bills making Security Money Deposit of 10 % for the development phase of the
project.
The SMD will be released to the successful bidder not later than 30 days following the date of
completion of the successful deployment and go live of the application.

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17. EVALUATION CRITERIA

SN Sub-criteria Max Points

A Annual turnover in last 5 (Five) Financial years (2018-19,
2019-20, 2020-21, 2021-22 & 2022-23)
A1 Between INR 2-5 Crore 6
A2 Between 5.1 to 10 Crore 8
A3 More than 10 Crore 10
Maximum Points for Criteria - A 10

SN Sub-criteria Max Points

B The bidder should have prior experience of Software
development for any State/Central Government and PSUs
in last 6 financial years
B1 At least 2 Projects 6
B2 3 to 5 Projects 8
B3 More than 5 Projects 10
Maximum Points for Criteria - B 10

SN Sub-criteria Max Points

C The bidder must have experience in providing Grievance
Redressal Management System to any State/ any
State/Central Government and PSUs in last 6 financial years

C1 At least 2 Projects 6
C2 More than 2 Projects 10
Maximum Points for Criteria - C 10

SN Sub-criteria Max Points

D Experience in Mobile Application Integration :
The Bidder should have experience of implementation of Live
Mobile Application Project in M-Governance for
Government/PSU (Mobile Apps (Android/IOS) development/
customization, implementation, Integration, Post
Implementation Support etc. including in scope of work of
overall project) in the last 7 years.
D1 3 Projects = 5 Marks 6
D2 More than 3 Projects = 10 Marks 10
Maximum Points for Criteria - D 10

SN Sub-criteria Max Points

E IT/ Software Application Quality Certifications
E1 ISO 9001/ ISO 27001/ ISO 20000 Certification/ CMMI 3/CMMI 5 10
Certification

10
 Maximum Points for Criteria - E 10

SN Sub-criteria Max Points

F Key Personnel Qualification Experience

F1 Master in Business >= 10 years Must 5

Management/ Post Graduate have handled/ executed at
Project Lead Diploma in Business least 2 Software
Management/ Master in implementation project with
Technology State / Central Govt
F2 Lead B. Tech/ M. Tech/ MCA >=10 years’ experience of 5
Developer developing software for
Government organization
would be added advantage
F3 Web B. Tech/ M. Tech/ MCA >=5 years’ experience of 4
Developer developing software for
Team Lead Government organization
would be added advantage
F4 Mobile App [Link]/BCA/ MCA degree >= 5 years of mobile app 4
developer development experience.
F5 Database [Link]/BCA/ MCA degree >= 5 years experience as 3
Administrator Database Administrator
F6 Training Lead B. Tech/ M. Tech/ MCA/ PG >= 5 years 2
(IT)
F7 Maintenance B. Tech/ MCA/BCA >=3 years 2
Engineer
Maximum Points for Criteria - F 25

SN Sub-criteria Max Points

G Approach and Methodology Understanding of TOR and 25
Approach and Methodology Adequacy and quality of the
proposed methodology, and work plan responding to the TOR
and in accordance with O&M directive policy of PHED
(Attached in Annexure 1).
Maximum Points for Criteria - G 25

Note: - Minimum qualifying points is 70 for opening of Financial Proposal.

The participating agencies will be assigned a Technical score (TS) out of a maximum of 100
points. Bidders with Technical score of 70 and above out of 100 will qualify for the evaluation
in the commercial process / Financial Evaluation. These “Qualified Companies” will be
considered further for Financial/Commercial Evaluation”.
Only the bidders, who score a total Technical score of 70 (Seventy) or more, will qualify for the
evaluation of their commercial bids.

Evaluation of Technical Proposals

The evaluation of the Technical bids will be carried out as follows for that Bidder s who meets

11
 the Pre-Qualification requirements.
Consequent upon the evaluation, each Technical bid will be assigned a Technical Score (T) out of a
maximum of 100 points. Bidders who scores 70% or more will qualify for the evaluation of their
commercial bid.

Determination of the Best value Bid

In determination of the best value bid, the following weight age shall be given for the technical and
commercial scores of the bidders in a Quality and Cost Based Selection methodology (QCBS):
Technical Score: 70%
Commercial Score: 30%

For every Bidder the Final Total Score (F) will be calculated using the formula
F = 0.7 X T + 0.3 X C

The bidder with the highest value will be awarded.

18. INSURANCE
Department will not pay for any insurance charges against loss or damage incidental to
manufacture or acquisition, transportation, storage and delivery etc. The insurance shall be
purchased by the Bidder, on all risk’s basis, including War Risks and Strike clauses etc.
19. INDEMNITY
The Bidder shall, at their own expense, defend and indemnify the department against all Third
Party Claims or infringement of intellectual Property Right, including Patent, Trademark,
Copyright, Trade Secret or Industrial Design Rights arising from use of the unaltered proprietary
products or any part.
The Bidder shall grant to the department a fully paid-up, irrevocable, non-exclusive license
throughout the territory of India or Abroad to access, replicate and use of all the software
supplied by the Bidder, including all inventions, designs and marks embodied therein in
perpetuity for their own use.
20. CONFIDENTIALITY
The Bidder shall not, and without the PHED’s prior written consent, disclose the contract or any
provision thereof, or any specification, plan, drawing, pattern, sample or information furnished by
or on behalf of the department connection therewith to any person other than a person employed
by the Bidder in the performance of the Contract. Disclosure to any such employed person shall be
made in confidence and shall extend only as far as may be necessary for purposes of such
performance.

The Bidder shall not without the PHED’s prior written consent, make use of any document or
information.

Any document other than the contract itself shall remain the property of the department and shall
be returned (in all copies) to the department on completion of the Bidder’s performance under the
contract if so required by the department.

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21. FORCE MAJEURE DURING THE PENDENCY
During the pendency of the contract if the performance in whole or part thereof by either party
is prevented/ delayed by causes arising due to any war, hostilities, civil commotion, act of public
enemy, sabotage, fire, floods, explosion, epidemics, non-availability of raw material, and other
consumables, or any other causes including breakdown of equipment beyond their reasonable
control neither of the two parties shall be made liable for loss or damage due to delay or failure
to perform the contract during the pendency of forced conditions provided that the happenings
are notified in writing within 7 days from the date of occurrence. The work shall be resumed
under the Contract as soon as possible after resumption of normalcy.

22. ARBITRATION
All disputes, differences Claims and demands arising under or pursuant to or touching the
Contract shall be referred to the sole arbitrator to be appointed by the PHED, Patna, Bihar. The
award of the sole arbitrator shall be final and binding on both the parties under the provisions of
the Arbitration and Conciliation Act, 1966 or by statutory modification/ re- enactment thereof
for the time being in force. Such arbitration shall be held at Patna.

23. JURISDICTION OF COURTS

In all matters and disputes arising there under, the appropriate Courts at Patna, or any
competent Court in Bihar, only shall have the jurisdiction to entertain and try them.

24. PRELIMINARY SCRUTINY

PHED will scrutinize the offers/ bids to determine whether they are complete, whether any
errors have been made in the offer/ bid, whether required technical documentation has been
furnished, whether the documents have been properly signed, and whether items are quoted as
per the schedule.

25. FORMAT FOR FINANCIAL OFFER

The Financial Offer should be quoted in Indian Rupees as per the format given in Financial Bid
(Annexure- B).

26. TRANSPORTATION
The entire cost of carriage/ transportation from the port of discharge to the destination shall be
borne by the successful bidder.

27. SIGNING OF THE BID

The bid shall be signed by a person or persons duly authorized by the Bidder with signature duly
attested. In the case of a body corporate, the bid shall be signed by the duly authorized officers.

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28. CONFIDENTIALITY OF THE BID DOCUMENT
The bidder, irrespective of his/ her participation in the bidding process, shall treat the details of
the documents as secret and confidential.

29. OWNERSHIP AND RETENTION OF DOCUMENTS

PHED shall own the documents, prepared by or for the selected bidder arising out of or in
connection with the Contract. Forthwith upon expiry or earlier termination of the Contract and
at any other time or demand by department, the Contractor shall deliver to department
documents provided by or originating from department and all documents produced by or from
or for the Contractor in the course of performing the Service(s), unless otherwise directed in
writing by department at no additional cost. The bidder shall not, without the prior written
consent of PHED Store, copy distribute or retain any such Documents. The bidder shall preserve
all documents provided by or originating from PHED and all documents produced by or from or
for the bidder in the course of performing the Service(s) in accordance with the legal, statutory,
regulatory obligations of department in this regard.

30. SET OFF

Any sum of money due and payable to the successful bidder including security deposit
refundable to them under this contract shall be appropriated by department and set off the
same against any claim of PHED for payment of a sum of money arising out of this contract or
under any other contract made by the successful bidder with department.

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TECHNICAL AND FINANCIAL BID FORM

15
 TECH FORM I : TECHNICAL BID
(*To be kept in a separate cover as Technical Bid *)

Tender No: Date:

To
Engineer-In-Chief-cum-Special Secretary Public Health Engineering Department, Patna

Dear Sir,
1. Having examined the conditions of contract and specifications including addenda Nos the
receipt of which is hereby duly acknowledged, we, undersigned, offer
to supply and deliver .............................................. in conformity with the said contract and
specifications for the sum shown in the schedule of prices attached herewith and made part
of this Bid.
2. We undertake, if our Bid is accepted, to commence deliveries within ( ) days from the date
of issue of your purchase order.
3. If our Bid is accepted, we will obtain the performance guarantees of a Scheduled Bank for a sum @
….% of the contract value for the due performance of the contract.
4. We agree to abide by this Bid for a period of 180 days from the date fixed for Bid opening and it shall
remain binding upon us and may be accepted at any time before the expiration of that period.
5. Until a formal Purchase Order of Contract is prepared and executed, this Bid together with your
written acceptance thereof in your notification of award shall constitute a binding contract between
us.
6. Bid submitted by us is properly sealed and prepared so as to prevent any subsequent alteration and
replacement.
7. We understand that you are not bound to accept the lowest or any bid, you may receive. Dated this
day of 2023

Name and Signature ……………………………………………

In the capacity of …………………………………………………

Duly authorized to sign the bid for and on behalf of...............................................

Address.........................................

Signature …………………………………

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 TECH FORM II: 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

M/s........................................................................................ (name and address of the
registered office) do hereby constitute, appoint and authorize Mr /
Ms..............................................................................................................................................
....... (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 " Development & Maintenance of Mobile App/Web
Application (for managing and reporting Dashboard/Portal of Centralized Grievance Redressal
System including 5 years O & M” in Bihar including signing and submission of all documents and
providing information
/ responses to the PHED, GoB, representing us in all matters before PHED, 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. day of 2023.

For
(Name, Designation and Address) Accepted

(Signature)

(Name, Title and Address of the Attorney) Date:

Note:
i. 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 procedure.
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

17
 TECH FORM III: Format for Affidavit
Format for Affidavit certifying that Entity/Promoter(s) / Director(s)/Members of Entity
are not Blacklisted (On a Stamp Paper of INR 1000)

Affidavit

I, M/s. , (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 any 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 a Consortium as
on the
(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 of
the Bidding Process or thereafter during the agreement period and the amounts paid till date
shall stand forfeited without further intimation.

Dated this ............................................. Day of ,2023

Name of the Applicant…………………………

Signature of the Authorized Person

………………………… Name of the Authorized Person

18
 TECH FORM IV: Particulars of the Bidding Organization
Name and full address of the
Company
Details of Registered Office

Address

Telephone No(s)

Fax No(s)

E-mail address
Company website
Turn Over of the Company (in Lakhs)
2018-19
2019-20
2020-21
2021-22
2022-23
Net worth of the Company (in Lakhs)
Income Tax Registration number
(PAN)
GSTIN Registration No.
Whether Public limited company or
private limited company (give details)
Name and addresses and designation
of the persons who will represent the
Bidder while dealing with
Directorate.
(Attach letter of authority)
Has the organization blacklisted by
any state or central government
entity

(Authorized Signatory)

Name: Designation &Authority: Place:

Date: Stamp: Company
Name: Business Address:

19
 TECH FORM V: Past Experience
For each project being shown as relevant past experience of providing services being described in
the RFP, please provide a profile based on the following template. Please provide only broad
details of the projects:

Customer/client Name
Name of the contact person from the client organization who can act as a reference with contact
numbers

Name Designation Address

Mobile Number Contact Number e-Mail ID Project Details Project Title

Order value of the project ( in rupees lakhs)

Narrative description of project (Highlight the components / services involved in the project that
are of similar nature to the project for which this tender is floated
Description of actual services provided by the responding firm within the project and their
relevance to the envisaged components / services involved in the project for which this RFP is
floated
Description of the key areas where significant contributions are made for the success of the
project
Order copies & Performance certificate received from client is attached with this statement
Enclose copy of Customer satisfaction Certificate issued by the Employee in last 3 months or at
the end of project whichever is earlier.

Signature of Authorized Signatory: Seal with Designation:

Place:
Date :

20
 TECH FORM VI: Key Personnel
Using the format below, please provide the summary information on the profiles of personnel; you
propose to include for evaluation and the roles they are expected to play in the project:

[Link] Proposed role No. of Resources Area of Expertise Key Responsibilities

Signature of Authorized Signatory: Seal with Designation:

Place:
Date:

21
 TECH FORM VII: CV of Key Personnel
Please provide detailed professional profiles of the staff proposed. The profile for a singlestaff
member must not exceed two pages.

Description Details
Name
Designation
Role proposed for
Current responsibilities in the responding firm
Total years of experience
Total years of relevant experience
Years of experience with the responding firm

 Degree
 Academic institution graduated from
 Year of graduation
 Specialization (if any) Professional certifications (if any)

Professional experience details (Project Wise)

 Project name
 Department/Government/client
 Key features in brief
 Location of the project
 Designation
 Role
 Responsibilities and activities
 Duration of the project

Covering Letter: Summary of the Individual’s experience which has direct relevance to the project
(maximum 1 page)
Each CV must be accompanied by the following undertaking from the staff member:
Certification

I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly describes me,
my qualifications, and my experience. I understand that any willful misstatement described herein
may lead to my disqualification or dismissal, if engaged

[Signature of staff member] Date:

Signature of Authorized Signatory: Seal with Designation: Place:

Date :

22
 Form TECH - XIII: Format for Performance Bank Guarantee
To

Engineer-In-Chief-cum-Special Secretary, Public Health Engineering Department, Patna

Whereas ...........................(hereinafter called “the Bidder”) has submitted its Bid dated ......................
(Date of submission of Bid) for Procurement of Tablet in terms of the Tender no dated
…………………… issued by the Engineer-In-Chief-cum-Special Secretary, Patna (hereinafter called “the
Bid”).
Whereas the Bidder is required to furnish a bank guarantee as Earnest Money Deposit from a
scheduled commercial bank (Bank Guarantee). In consideration of the fact that the Bidder is our
valued customer and the fact that he has submitted the Bid, we, (name and address of the bank),
(hereinafter called “the Guarantor Bank”), has agreed to bind ourselves, our successors, and assigns
to irrevocably issue this Bank Guarantee and guarantee as under

NOW THIS GUARANTEE WITNESSETH: -

1. If the Bidder
a) Withdraws its Bid proposal during the period of Bid validity specified by the Bidder on the
Technical Proposal Cover Letter; or

b) Having been notified of the acceptance of its Bid by Engineer-In-Chief-cum-Special

Secretary, Patna during the period of Bid Proposal validity, Fails or refuses to comply to the order
for supply

The Guarantor Bank shall immediately on demand pay the Engineer-In-Chief-cum-Special

Secretary, Patna without any demur a sum of Rs ) (Guaranteed Amount).

2. The Guarantor Bank will make the payment of the Guaranteed Amount forthwith on the demand made
by the Engineer-In-Chief-cum-Special Secretary, Patna notwithstanding any objection or dispute that
may exist or arise between the Engineer-In-Chief-cum-Special Secretary, Patna , and the Bidder or any
other person.

3. The demand of the Engineer-In-Chief-cum-Special Secretary, Patna on the Guarantor Bank for the
payment of the Guaranteed Amount, shall be deemed as the final proof of fulfillment of the conditions
stipulated in (1) above.

4. This Guarantee shall be irrevocable and shall not be discharged except by payment of the above
amount by us to the Engineer-In-Chief-cum-Special Secretary, Patna and our liability under this
Guarantee shall be restricted to the Guaranteed Amount being Rs. ………………………………

5. If it is necessary to extend this Guarantee on account of any reason whatsoever, we undertake to

extend the period of this Guarantee on the request of the Bidder under intimation to the Engineer-In-
Chief-cum-Special Secretary, Patna.

6. Any notice by way of demand or otherwise may be sent by special courier, telex, fax, registered post or
other electronic media to our address as afore-said and if sent by post, shall be deemed

23
 to have been given to us on its receipt.

7. Our liability under this Guarantee will continue to exist until a demand is made by the Engineer-In-
Chief-cum-Special Secretary, Patna , in writing or up to and including Six (6) Months after the period of
the Bid Proposal validity, i.e. up to , and any demand in respect thereof should
reach the Bank not later than the above date.

Dated ……………………. this ……………….. day ........................ 2023.

Yours faithfully,
For and on behalf of the ...................... Guarantor Bank,

(Signature)
Designation
(Address and Common Seal of the bank)

24
 FINANCE FORM I - Financial Proposal Covering Letter
(To be placed in the sealed cover containing financial bid) (Location, Date)

To,

Engineer-In-Chief-cum-Special Secretary, Public Health Engineering Department, Patna

Dear Sir,

We, the undersigned, offer to provide services " Development & Maintenance of Mobile App/Web
Application (for managing and reporting Dashboard/Portal of Centralized Grievance Redressal
System including 5 years O & M” in accordance with your Request for Proposal [ 2023] and our
Technical Proposal. Our attached Financial Proposal is for the sum of

[Insert amount(s) in words and figures1] is fee for the services to be provided for five years.

Our Financial Proposal shall be binding upon us subject to the modifications resulting from Contract
negotiations, up to expiration of the validity period of the Proposal, i.e. before the date indicated in
Data Sheet.

Having carefully examined all the parts of the RFP documents and having obtained all the requisite
information affecting this proposal and being aware of all conditions and difficulties likely to affect
the execution of the contract, I/ We hereby propose to implement the project as described in the RFP
document in conformity with the conditions of contract, technical aspects and the sums indicated in
this financial proposal.

I/ We declare that we have read and understood and that we accept all clauses, conditions, and
descriptions of the RFP document without any change, reservations and conditions.

If our proposal is accepted, we undertake to deposit performance security deposit of 2% of project

value within 15 days of issue of LoA.

I/ We agree to abide by this proposal/bid for a period of 120 days from the date of its opening and
also undertake not to withdraw and to make any modifications unless asked for by you and that the
proposal may be accepted at any time before the expiry of the validity period.

Unless and until the formal contract is signed, this offer together with your written acceptance
thereof shall constitute a binding contract between me/us and the Government of Bihar.

Yours faithfully

Name, Title and Signature of the Authorized Signatory Seal of the Organization Date:……………

25
 FINANCE FORM II - Summary of Costs

Cost (including GST)

Sr. Service
Amount In Words
Development & Maintenance of Mobile
App/Web Application (for managing and
reporting Dashboard/Portal of Centralized
Grievance Redressal System including 5
years O & M
A Software Development cost includes cost
of :
 Software Development
a. Web development
b. Mobile App development
 Security Testing
 SSL Certificate
 Training
Support and Maintenance for 5 Years or
60 Months after Go Live
B
(This would be applicable after Go-Live)

C Cloud Hosting

TOTAL

Note:
1 The costs are inclusive of salary & allowances, staff insurance & printing and stationary, any hidden
cost in Development & Maintenance of mobile app/web app inclusive of all taxes ,GST , duties, fees
etc.
2 Cloud Hosting charges would be subject to guidelines of MeitY and MeitY approved/empanelled
service providers.
3 The cost of trainers and their travel related cost will be borne by the SI. The department (s) will
arrange required training infrastructure including space, projector, IT and non-IT infra, etc. during
the training.

Signature of Authorized Signatory: Seal with Designation

Date:

26
Terms of Reference

27
4.1. Project Background
Public Health Engineering department (PHED) is the agency which is primarily responsible for
the supply of safe drinking water to the rural areas of Bihar. It ensures that the demand for drinking
water is appropriately addressed in the State. With the initiation of various government schemes
revolving around health sanitation services, access to safe drinking water and monitoring different
sources of water has been the focus area of the department. For this purpose, department has also
installed hand pumps and mini water supply systems in small habitations/wards with piped water
supply system for every individual household.

Government of Bihar has undertaken 'Seven Resolves' for development of Bihar as part of its
agenda of Good Governance with an approach of ' Development with Justice ‘Har Ghar Nal Ka Jal
(Tap Water to Every Household)’ is one of the ambitious resolves of the Government, which aims to
provide clean and safe water supply to each household in Bihar. To implement this resolve
'Mukhyamantri Gramin pey jal Nishchay Yojana' is being implemented jointly by Public Health
Engineering Department and Panchayati Raj Department in the State.

Out of 1,14,733 rural wards in the State, the Public Health Engineering Department has to
covers 56,079 wards and Panchayati Raj Department has to take up the remaining 58,684 wards. The
major component of the scheme comprises of high Yield Tube-Well, Installation of submersible
Motor- pump, Water treatment units (in quality-affected habitations only), Water Storage tank,
Distribution system and household service connection.

For proper monitoring of these schemes, PHED has implemented an IOT enabled monitoring
solution with sensors and lOT control unit for real time monitoring of the functionality of drinking
water supply schemes on dashboard including reporting and alert features.

Further now, in order to improve the service delivery and citizen satisfaction, PHED, Bihar has
been entrusted with the responsibility to act as a nodal agency to oversee the implementation of IOT
& AI based grievance redressal system related to piped water supply across three concerned
departments including itself. The other two Departments being Panchayati Raj and Urban
Development and Housing Department, Bihar.

Panchayati Raj Department (PRD), Bihar is responsible for taking measures for the overall
development of rural areas of Bihar in terms of primary education, primary health, safe drinking
water, sanitation, street lighting and environment protection. The Department functions through
Panchayati Raj Institutions like Gram Panchayats (at village level), Panchayat Samiti is (at block level)
and Zila Parishad (at district level).

Urban Development and Housing Department (UD&HD), Bihar is mainly responsible for
ensuring proper and planned growth of cities and towns with adequate infrastructure, amenities and
services provided to the citizens through the Urban Local Bodies. The Department has been taking
measures for efficient management & delivery of civic services like provision of affordable housing,
safe drinking water, and sanitation including solid waste management, storm water drainage,
sewerage, roads and public transport.

In order to achieve the objectives of this project, PHED, Bihar now intends to select a System
integrator (SI)who shall be responsible to design, develop, and maintain a centralized grievance
system across the three departments.

28
4.2. Project Components
4.2.1. Grievance Management Application
SI will be required to develop a web based grievance management application through which
citizens shall be able to register their grievances using a web form in which they shall fill the basic
details of their issues and register them in the system. Application shall facilitate the generation of a
unique complaint ID for each of the registered grievances and the citizens shall be able to check the
status of their grievances using this complaint ID. Action taking authorities of PHED, PRD and UDHD
departments shall be mapped in the system to take appropriate measures to resolve these grievances
and once action has been taken they shall be able to update the status. The application should have a
provision/feature of auto allocation of the complaints to the ground staff mapped in the system
through their mobile numbers. The department (authority) will ensure requirements pertaining to
this feature are fulfilled as per need of the application.

An escalation matrix shall be defined in the application and application shall automatically
escalate grievances to the higher authority if no action is taken within the defined time limit. The
overall process flow of the grievance application is depicted below:

4.2.2. Mobile Application

A Mobile App shall be developed by the SI on Android platform to facilitate the grievance
redressal process. The mobile app will support user-friendly OTP based registration on tablets or
smart phones. The mobile app shall facilitate the citizens to register their grievances and track their
status through unique complaint ID. Mobile app shall also enable the department officials to view the
grievances pending at their end and take suitable action and afterwards update the status.

4.2.3. Business Analytics based MIS - Dashboard

The SI shall also implement an analytical tool to generate various reports and graphs. The tool
shall have minimum following features:
 A analytics interface should be able to analyze large quantities of available data into a structured
format that can be used for reports and key performance indicators (KPIs) as defined by PHED.
 The analytics should collect and analyze data and provide analytics customized to the needs of the
stakeholders at different levels.
 It should bring events to the surface and should alert action when needed.
 The analytics should be dynamic so that the user is able to changes period for which report is to be
seen
 The analytical insights should help decision makers in consolidation of data to anticipate and plan,
rather than react to problems.

Management Information System (MIS) will be the core component of the project. The SI will
ensure that the system developed should be capable enough to generate various MIS reports for
different stakeholders. The MIS should also facilitate for generation of various kind of ad-hoc, inbuilt
and common periodic reports at various levels with drill down features on the data available and
user- defined input parameters selected by the department.

29
Figure 1: Suggested Process Flow of Grievance Application

30
4.3. Scope of Work
The following outlines the broad areas of the scope of the work for the System Integrator:

a) System Study and Requirement Gathering

• Number of Schemes and mapping it to Panchayats/Villages
• Pump Operator and Responder’s Turn Around Time (TAT)
• Number of Contractors / Service Providers
• SMS and Notification requirements
b) Design, Development and Testing
c) Data Migration
d) Security Audit of the Application
e) User Training and Capacity Building
f) Annual Maintenance of the application for a period of 5 years after certification of successful
trial run period of 3 months.

4.3.1. System Study and Requirement Gathering

The primary goal of requirement study will be to create detailed functional specifications
defining the full set of module functionalities and the processes to be supported by the system. The
functional specifications will evolve throughout this phase as detailed requirements are captured, and
as supporting process and data models are created, ensuring that the eventual solution provides
department with the functionality needed to meet stated objectives. The process will consist of the
following activities:

A formal project kick-off meeting will take place between Public Health Engineering
Department officials and SI project team members to meet, discuss and ensure that the project
environment is set and SI team members are aware and adequately prepared to analyze and capture
the system requirements.

a) SI has to identify in and out-of-scope requirements, define and document workflow rules and discuss
interfaces to and from the application.
b) SI will diagram pictorial top-down representation of the major processes as well as any sub processes
that will interact with the system and split them into manageable functions and sub- functions.
c) SI will then logically model data that supports the processes and workflow rules, identify entities and
their relationships to other entities, and define attributes with their definitions.
d) When logical data models are defined, SI’s team will ensure that the process and logical data models
accommodate all requirements and workflow rules.
e) SI will prepare functional specifications where interfaces, processes and data will be merged to
describe systematically how the end user will use the application, and how data will flow, processed
and stored.
f) After completion of the system study, SI will prepare and submit the system requirement study (SRS)
document. Software development process will start after the approval of SRS document by
department.

31
4.3.2. Design, Development and Testing

This phase will encompass design and development of the modules of the application.
Activities that shall be carried out during this phase are as follows:

a) Conduct both high-level and low-level design to reflect both backend architecture and front- end
interface of the application.
b) SI will also document the underlying database structure, reflect the table definitions and overall
database model of features which are to be developed based on the requirement of the department.
c) Development of software modules as identified in this TOR.
d) Development of new modules / functions during the contract period under change request.
e) Development of MIS reports for monitoring and decision making.
f) Application Integration with SMS/ Email Gateway.
g) Application Integration with existing IVRS through API
h) Testing of the application i.e. Unit and Integration Testing
i) Conduct User Acceptance Test

4.3.3. Data Migration

Migration of the legacy data in the new system will be the responsibility of the SI. PHED will
facilitate the availability of necessary arrangements for the purpose of data migration. PHED along
with the SI will jointly decide on the quantity of the data to be migrated. SI will analyze quantity of
data which will be migrated. Post analyzing, data migration template will be shared with the
department for validation and approval. In case of any additional data tables or models are required
PHED will facilitate and provide information related to the requirement.

4.3.4. Data Sanitization

a) After approval of data migration template, PHED will facilitate sanitization the data and enter them in the
template. Data sanitization will involve collection and storage of data in a central repository, elimination
of redundant data and correction of data content (spellings/ figure/ data mismatch etc.)
b) After data is entered in the template, SI will migrate sample data provided by the Department and create
user rights for the staff of the department.
c) Once department validate the sample data entered in the system then SI will migrate the complete data in
the application after the department approval.
d) Data Digitization will not be under the scope of System Integrator

4.3.5. Capacity Building and Training to Users

The SI will organize capacity building training programs to create skilled p to handle and make
use of the system. The capacity building program shall aim to create awareness among all the
stakeholders for effective utilization of the system as per the project need. To organize the capacity
building training following activities will be carried out:
a) PHED will identify and select the key officials who will be trained on the application.
b) Once the list of trainees is finalized, then detailed training plan outlining the training activities, number
of participants, curriculum, etc. will be drafted by SI and shared with PHED for

32
 approval.
c) Once approved, training will be provided to users at the respective departments’ (PHED, PRD and UDHD)
head office at Patna. Required training infrastructure including space, projector, IT and non-IT infra, etc.
will be arranged by the respective department(s).

4.3.6. Security Audit

System Integrator will facilitate one-time security audit by the CERT-IN empanelled auditor
before application Go-live. SI will provide necessary support / compliance to auditor for security audit
and get the safe to host certificate. During the Maintenance phase, SI shall carry out periodic security
audit at least once every year. The cost of such activity will be pre-defined and will be borne by PHED.

4.3.7. Hosting of the Application

SI will be responsible to host the application for the entire period of the project (Development
phase and Maintenance of 5 years on PHED approved servers. PHED may decide to provide servers in
the state data centre as per the requirement of the application as per information provided by the SI.
This is subject to cost and benefit analysis of hosting it on cloud or State data centre. In case the SI is
required to organize/arrange/deploy the application on servers approved by PHED, the fixed
approved cost of the servers will be reimbursed on submission of the proforma invoice.

The App will be considered to have achieved the Go-live milestone after 15 days of
deployment.

4.3.8. Annual Maintenance of the application

From the date of Go-Live, Maintenance services will be provided by the System Integrator (SI)
after completion of the warranty period for duration of 5 years. Following are the activities which
shall be carried out during maintenance and support period:
a) Fixing the bugs identified during the maintenance period.
b) The defects will be covered, which occur due to development error(s), the subject of which appears in the
requirements specification.
c) Minor changes to the business process will be addressed except new table, database, etc
d) Development of New software modules are not covered under this phase.
e) Changes would not include change of software architecture and major changes of database.

SI will commit fixed number of engineers during the maintenance period onsite as well as
offsite.

4.4. Project Timeline

Sl. No. Project Milestones Timeline

1. System Study and Requirement Gathering T0+ 2 months
2. Design, Development and Testing - BETA T0+ 7 months
3. UAT T0+ 8 months
4. Security Audit and Go-Live of the application T0+ 9 months- T1 (15 th day)
5. Trial and run period T1 + 3 months
6. User Training T1+ 1 month
7. Maintenance and Operational Support T1 + 3 months + 5 years

33
4.5. Payment Milestone – Development , Maintenance and Hosting

4.5.1. Software Development

Sl. No. Deliverables Payment Terms

1. Submission of System Requirement Study 20% of the financial component A cost
and Design Documents

2. Submission of BETA 20% of the financial component A cost

3. Submission of UAT Compliance Report 20% of the financial component A cost
4. Submission of Safe to Host Certificate 20% of the financial component A cost
5. Go-Live of the application 20% of the financial component A cost

4.5.2. Maintenance Phase

Sl. No. Deliverables Payment Terms

1. Maintenance and Operational Support Quarterly Payment of financial component B
cost

4.5.3. Cloud Hosting

Sl. No. Deliverables Payment Terms

1. Application Hosting (Server Cost) Annual Advance Payment of financial
component C cost
Note: 1. Hosting to be done with MeitY approved service provider and as per guidelines of MeitY.
Final cost of cloud hosting provided by such vendors would be considered as final.
2. Cost under (B+C)> 40% of ( A+B+C).
3. O &M will be considered started after UAT compliance.
4. Service Integrator have to submit the performance report along with the first page of
report /work done and countersigned by the nodal officer as appointed by the Department. Then
after Payment will be done).

4.6. Phase Wise Key Deliverables

Sl. No. Phases Key Deliverables

1. System Study and Requirement Gathering System Requirement Study Document
2. Design, Development and Testing System Design Document and Test Reports
3. UAT UAT Compliance Report
4. Security Audit Safe to Host Certificate
5. Training User Manual
6. Maintenance and Operational Support Quarterly Progress Report

4.7. Change Request

a) Any other work identified after approval of system requirement study document or new module
identified after go-live shall be treated as change request.
b) SI shall give a separate estimation after having detailed analysis of the scope.
c) Only after approval of such proposal by PHED, CR work shall be carried out by SI

34
4.8. Annexure-A Functional Requirement Specification

Sl. No. Modules Functionalities

1. Grievance Management Application
1.1 User Management  User Creation and Profiling
o Define Office hierarchy
o Define Demographic hierarchy
o Define Designation hierarchy.
 Creation of user type Creation of User
 Tagging user types with User
 Creation of secured Login credentials for all the
users.
 Profile Updating of users by Admin or by users.
 Forgot and Change Password:
o Change their login ID and password.
 Retrieve new password in case the users forget
their login credentials
1.2 Master Data Management  Configuration of Location Master Data (State,
Districts, Blocks, Gram Panchayats)
 Configuration of Action Taking Authorities in
the system (PHED/ Panchayati Raj officials/
UDHD officials)
 Set Up of Grievance Category and Sub-
Category in the system.
 Set Up of Grievance Priority/ Urgency Master
 (High, Medium, Normal) in the system.
1.3 Escalation Matrix Configuration Escalation matrix will be configured in the
grievance application to resolve the complaints
within the stipulated timeframe. Functionalities
include-
 Set up of a typical action time for each type of
complaint.
 Set up the hierarchy of officers in the module
for escalation of complaints.
 Reminder alerts will be sent to the officers on
the approaching time limit for resolution.
 Auto-Escalation of complaints will be prompted
to the officer next in line in seniority on
exceeding the time limit.
1.4 Grievance Registration  Creation of a web form for registering
grievances.
 Tagging of the action taking authority (ATA)
against a particular grievance.
 Provision to capture personal as well as the
grievance details of the citizens through the
form:
o Personal Details (Name, Email Id and

35
Sl. No. Modules Functionalities
Mobile Number)
o Select the category or sub category of the
grievance
o Enter complete detail of the grievance.
o Capture image (optional feature from
submission point of view)
o Select Location.
o Submit the grievance.
 Generation of unique token no. for grievance
status tracking.
 Provision for the action taking authority to
view pending grievances under their account
and take action.
 Ability to forward the grievance to
other departments or to the higher officials for
resolution.
1.5 Take Action for Resolution  Functionality for the action taking authority
(ATA) to view the list of complaints pending
under their account and take action.
 Provision to capture following details from the
ATA during grievance resolution:
o Enter remarks of action taken against a
particular grievance
o Capture image of the location where action
has been taken by the departments’
concerned officer.
o Select Location.
o Enter mobile number and email ID of
officer and senior officer.
o Submit the response.
 Functionality for the ATAs to update the status
of grievance as-
o Resolved
o Forwarded
o On hold
o In progress,
o Discarded
 Provision to trigger SMS/Email notifying the
grievance status to the citizens.
1.6 Feedback Management  Functionality for the citizens to view feedback
link, once their grievances has been sorted out.
 Provision for the citizens to click on the link
and enter their remarks in respective fields
regarding complaint resolution process in the
feedback form page.
 Ability for the citizens to mark their overall

36
Sl. No. Modules Functionalities
 satisfaction level on the grievance
resolution process and submit the form
1.7 Business Analytics based MIS Analytical Reports to help decision making such as:
 Reports to help decide if new water supply
schemes are required. For e.g. Total water
supply versus population density of a locality,
total complaints regarding water supply
shortage etc.
 Water consumption trends of a locality and
detecting spillage/pilferage based on
anomalies
 Reports to help decide quality or storage tank
maintenance, for e.g. total complaints
regarding polluted or dirty water at a locality
over a period.
MIS reports which shall be generated:
 Total number of grievances registered/
disposed/pending
 District/ Block/ Panchayat Wise grievances
reports.
 Department wise grievances reports.
 Total number of grievances registered at Call
Center
 Total number of grievances resolved at Call
Center
 District/ Block/ Panchayat wise functional/
non-functional IoT devices
 District/ Block/ Panchayat wise functional/
non-functional pipelines.
 Total volume of water flowing within the
Pipelines along with the motor start/ end date
and time.
1.8 Mobile Application  Provision for the citizens to register
their grievances using a standard web form
 Functionality for the citizens to track the status
of the grievances through unique complaint ID.
 Ability for the department officials to view the
grievances pending at their respective
accounts.
 Facility for the department officials to update
the status by entering the remarks against the
same.
 Provision to upload the photographs of the
location where action has been taken through
the mobile app.

37
4.9. Roles and Responsibility of PHED and Successful Bidder

I. Roles and Responsibilities of the successful bidder:

 Preparation of Detailed Project Plan in line with the overall plan provided in the RFP. The same should
be prepared in consultation with PHED or its nominated agency
 Provide necessary support for the resolution of bugs, patches, & upgrades of the software solution.
 Prepare various manuals like User manual, Trouble Shooting manual etc. for the system.
 Provide rigorous training on application modules to the staff members and stakeholders of the PHED
 Ensuring the SLAs for downtime of system, software customization [Link] defined in RFP are met.
 Any other services which is required for the successful execution of the project.
 Regular Backup as per the schedule
 Generation of MIS reports as per the requirements of PHED.
 Generation of the report for the monitoring of SLAs.

II. Roles and Responsibilities of the PHED:

 Coordination for providing necessary support for the study and development / of the GMA application.
 Coordinate with Bidder for conducting workshops for the state & field level PHED officials. Coordinate
with respective department to ensure availability of all training aids like – Venue Hall for training,
transportation of trainees to the venue, mikes and sound system, projector, lighting, air conditioning,
refreshments to participants etc
 Provide data backup of legacy data
 Provide data models/schema/structure used in legacy system
 Provide Jurisdiction data and other master data required to build new database.
 Provide the grievance category and sub-category with timeline and escalation matrix to the successful
bidder.
 Appoint a nodal officer for the project for better co-ordination with the successful bidder.
 Ensure that Data Backups are being taken regularly by bidder as per the schedule agreed upon.
 Monitoring of overall timelines, SLAs and calculation of penalties accordingly.
 Conducting UAT for the application solution deployed.
 Issuing the Acceptance Certificate on successful deployment of the software application
 Any other requirements that could arise during operations for effective governance and to meet any
administrative requirement.
 Ensuring the staff members and other stakeholders attend the training programs as per the schedule
defined by successful bidder and agreed upon by PHED or its nominated agency
 Provide sign off on the deliverables of the project including SRS, design documents etc. as defined in
the RFP document.

38
Annexure I: Functional & Technical Specification of Grievance Management Application

This section describes the technical and functional requirements of the GMA application and Web
portal-
1. General Requirements of the Application

1.1. Application Modules (mobile app and web based app) should be multi-tier, web-based solution
(having web- based front-end for users and as well as for system administrative functions) having
centralized database, web and application server.
1.2. GMA should be based on open architecture and compliant with Service Oriented Architecture, with
all the functions as natively integrated applications on a single interoperable open platform,
wherever required
1.3. GMA application should have capability to compile reports using inbuilt tools.
1.4. GMA application should be easy to customize and configure workflow engine to customize the
workflows.
1.5. Alert and alarms are to be generated automatically for informing persons concerned, over
dashboard, reports and on their mobile phones as well as in the existing data management system.
1.6. Mobile Application
1.6.1. Mobile applications for GMA shall be native mobile applications
1.6.2. Mobile application should work on Android (latest version of software) mobile phones/Tabs.
1.6.3. Web application should be compatible with all leading Web Browsers in India
1.6.4. Mobile application should be in Hindi and English
1.6.5. Mobile application and data available on the client infrastructure should be secure and
encrypted.
1.6.6. Mobile application solution should work on all leading Broadband/ GPRS/CDMA/ Cable based
internet services
1.6.7. Mobile application should support integration with native device features like Camera, GPS,
etc.
1.6.8. Mobile application should be able to utilize device specific UI features for providing rich user
experience
1.6.9. Mobile application solution should support incremental only data transfer between client
and server
1.6.10. Mobile application solution should be able to capture client last synchronization dates and
ability to generates alerts and reports based on pre-defined rules
1.6.11. Mobile application solution should provide a certificate based authentication to assure client
and server identities and trust relationship. So as to prevents eavesdropping, message
tampering, forgery, and man-in- the-middle attacks.
1.6.12. Mobile application shall have the ability to remotely update to the latest version.
1.6.13. Mobile application should be able to work just as well with a slow internet connection as fast
connection
1.7. System will allow the system administrator to maintain a list of privileges and assign, alter or revoke
rights that may be view, add/create, edit/alter/update, delete/remove/archive to each form control
of every user interface
1.8. System should provide facility so that; Passwords must be stored in encrypted forms by the system
and these cannot be retrieved by the system administrator who may only reset the password

39
1.9. System will display the list of users and allow each user to be assigned roles, privileges as well as
alter or revoke them
1.10. Solution should utilize modern workflow capabilities in streamlining interactions among functional
processes.
1.11. GMA should have ability to:
1.11.1. Support configurable Password policies
1.11.2. Support TCP/IP, HTTPS, HTTP c. Provide automatic time out for entry transaction
1.11.3. Configure the number of permissible application log-in attempts
1.11.4. Support role based access control
1.12. Mobile and Web Application should enforce secure login as per the Login process, where users will
have to authenticate his/her Username, Password to access the home page.
1.13. System should provide the ability to securely access the application(s) from a remote location
1.14. System should provide for online help, general information and instructions
1.15. System should use standard drop-down lists wherever possible for standard values to be selected
by the User
1.16. System should have capability to cut/ paste/ format, etc. at a field level on the inputs screens,
output screens, etc.
1.17. System should have an ability to configure restricted and mandatory fields wherever relevant
1.18. GMA applications should be able to connect to third-party products using standard protocols.
1.19. System should at the time of input pre-fill the field with the next value in the restricted list that
matches the characters which have already been entered
1.20. System should include a calendar tool which can be used to graphically select a date when a date
field is to be used
1.21. System should store all authentication credentials of users in an encrypted format
1.22. System should allow administrator to forcibly log out users, in case needed
1.23. System should provide the facility for recording of audit trail. System should maintain following
categories of logs:
1.23.1. System access logs
1.23.2. System health logs
1.23.3. System error logs
1.24. System should have an integrated audit log capable of recording, displaying and reporting all
transactions occurring in the system. An audit trail is a record of actions taken by either the user or
the system triggers. This includes actions taken by users or Administrators, or actions initiated
automatically by the system as a result of system parameters. All information related to all the
actions (Create/read/Update/delete) with date and time, user details should be captured. Reports
of audit trails should be provided.
1.25. The solution should be based on open architecture and compliant with Service Oriented
Architecture, with all the functions as natively integrated applications on a single interoperable
open platform
1.26. System should time-out after a stipulated period of idle time.
1.27. Application shall have the capability to share data via API with other departmental databases.
1.28. Web based application shall have a provision to export data in CSV, HTML, PDF and MS Word/Excel.

40
 1.29. Application shall be able to track the performance of each stakeholder based on pre- defined
indicators.
1.30. Application should have the provision to send an email or SMS to a user when a predefined
parameter is met.
1.31. Application will follow predefined logic, which governs the flow of questions, based on answers
provided.
1.32. Application shall have the ability to capture all data points in the protocol, including photographs,
when prompted by the application

Usability Requirements

a) System should be UNICODE compliant and should provide complete support for the Hindi and English
language. It should be able to perform the necessary display, read, write, and update, query, generating
data including all reports etc. operations in Hindi and English for all modules / functions.
b) Screen layout and designs, menu options, and other system formats etc., should be designed keeping in
mind ease of use by the department staff.
c) Should allow only the authorized Department officials/ Vendor to update information obtained from the
departments
d) Should be accessible to citizens, department officials, other government officials
e) Should not allow any user to upload information beyond his/ authorized section
f) Should have different presentation layer for each set of users i.e. Information seekers, updaters, approvers
etc
2. Requirement for Web Portal for GMA
2.1. GMA portal would support bilingual versions in English and Hindi. Receipts/Certificate will be both in
Hindi and English. The Hindi language implementation needs to be based on Unicode standards.
2.2. GMA portal should provide portal behavior which is requested and expected from Web sites e.g.
browser functionality, indexing by search engines, etc.
2.3. Simplifies the customization of the portal look and feel
2.4. Portals should be able to accomplish scalability and availability through load balancing and “fail-
over” mechanisms.
2.5. Both hardware and software load balancing should be possible.
2.6. The portal should support multiple databases
2.7. The portal server should follow open standards
2.8. Portal should support optimization techniques like caching.
2.9. Portal should support Unicode.
2.10. Portal should provide Web-based administration of the portal
2.11. It should provide full text search.
2.12. It should provide indexing.
2.13. It should be able to search for patterns like date, telephone numbers or email addresses.
2.14. It should provide keyword search, semantic search and parametric search.
2.15. Features like Quick search, Advanced search and Search by relation should be supported

41
3. Functional Specification of Grievance Management Application

Sr. Module Requirement Description

1 GMA Purpose, Objectives The system should make available, the entire data of all the
and Scope complaints and the status of the complaints at any given time
to departmental users/Citizens (through portal), through
simple
queries and aggregation, with the ability to search, filter and
sort
2 The system should facilitate PHED officials to report all the
complaints received and processed by them, along with
computation of TATs, and analysis on reasons for delay
3 The system should facilitate citizens to file complaints/provide
feedback on account of services provided by the PHED
4 The system should allow citizens to view and escalate the
complaint to higher levels based on defined compliance rules
5 The system should ensure timely resolution of the complaints
by allowing defined turnaround time (TAT) for different
complaint types, and escalating issues that exceed
expected resolution times.
6 The system should allow PHED to analyze the complaints with
the help of ready to use MIS reports, queries and drill-down
tabular reports & graphs, based on ageing combinations of:
Complaint Category, division wise details, comparative charts,
benchmarking amongst divisions etc.
7 Functional Architecture The PHED grievance system should act as a centralized
database system for all the grievances. GMA should accept the
input in the following scenarios.
8 Citizens lodge the complaint directly into the portal, which is
downloaded by the PHED officials for further processing.
9 Complaints registered via e-mail, FAX, call, letter etc. should be
registered through an appropriate interface in the application.
10 Complainants visit GMA to track the complaint Status
11 Functional Architecture (GMA The token number should be generated for all complaints.

42
12 Complaint Number The unique number for complaints should be of the format -
Generation) <source of complaint./<running serial number> /YY. The
running serial number should be reset every year. This will
ensure that the token number is always unique. It may be
noted that a generic token number definition may be required,
as a two letter code may be assigned for the division within the
token number as a prefix. This is especially important as it may
be desirable to keep running numbers for complaints within a
division, yet be able to distinguish complaints at state level by
division and year, as well as department. A minimum number
of digits may also be specified for the complaint number

43
Sr. Module Requirement Description
(e.g.“001” and not 1).
13 Escalation The system will escalate the complaint, in case it is not
resolved in the specified time. However, the complainant may
also choose to escalate, which can be allowed based on pre-
defined rules.
14 User Profiles The system should allow the citizens/Operators to - 1. Lodge
complaints 2. Check status of complaints 3. Escalate complaints
4. Download registered complaints 5. Take print- out of
complaints 6. Provide feedback on the resolution
provided
15 The system should allow the PHED to –
1. Receive complaints
2. Process complaints
3. Upload complaints
4. Action on escalated complaints
5. Generate MIS reports
16 The system should allow the PHED Grievance cell to –
1. Monitor escalated complaints
2. Analysis on the grievance
3. Analysis of grievance management of the Urban Sector
4. Analysis of grievance by geography, and classes of
grievances
5. View grievance status and details
17 Modules in GMA The Grievance page will include the following :
1. Access to the Grievance input form
2. Upload / transfer of grievances to GMA portal
3. A fully functional dashboard, customized for the user
location, division and access rights, will provide:
a. List of pending grievances, with provision to view, and
update
b. Interface to see feedback from portal
c. MIS reports - service category-wise, service sub-
category wise, overall, analytical reports,
benchmarking of a particular division against others
etc. Reports should have capabilities of graphical
representations, aggregated tabular and drill down
functionality
18 PHED’s User Interface & Dashboard will include following
features:
1. To escalate the grievances
2. To view and update status & comments of grievances
3. To be able to track and monitor the grievance handled by
divisions
4. Detailed MIS Reports - overall, Division wise,
benchmarking of Divisions amongst each other. Detailed

44
Sr. Module Requirement Description
report for each division (as described above)
19 Citizens, Business, & other agencies
1. Access to Grievance input form. An option to prevent
multiple complaints for a single issue in aspecific service
area may also be considered for the complainant, based on
authentication.
2. Access to view status of complaints
3. Access to escalate complaints
4. Ability to provide additional information, if needed by PHED

For all citizens,

1. Basic statistics on department wise complaint inventory
and resolution, average TATs, complaints types, and trends
in complaint resolution.
20 Grievance Resolution The status of the complaint should be REGISTERED & OPEN
Workflow when the complaint is entered into the portal
21 The system should change the status of the complaint to
REJECTED when the PHED rejects the complaint.
22 The system should change the status of the complaint to
RESOLVED when the PHED resolves the complaint
23 An option to assign a complaint as “NON RESOLVABLE”, with
corresponding reason (any may be a date when the complaint
may be resolved in the future), is required. This will be
especially true in cases where capital expenditure or approvals
are required for the provision of specific services in defined
areas.
24 The system should change the status of the complaint to
ESCALATED when the complaint is escalated manually or
automatically.
25 The system should change the status to CLOSED when the
request for closure is accepted by PHED. The final status –
RESOLVED, NON-RESOLVABLE or REJECTED should also remain
as a qualifier.
26 The system should change the status to REOPEN when the
ESCALATED complaint is accepted by the PHED
27 The system should allow the complaint in the REOPEN state to
be changed to RESOLVED, or any of the options listed above
28 The system should allow the status to INPUT PENDING FROM
COMPLAINANT when the PHED sought information
from the complainant
29 The system should change the status of the complaints in the
RESOLVED or REJECTED state to CLOSED state if no action is
taken on it for a stipulated time. The system shall send the
reminders to concerned officers before taking any action. .
The final status – RESOLVED, NON-RESOLVABLE or REJECTED
should also remain as a qualifier

45
Sr. Module Requirement Description
30 Complaint registration The system should allow citizens to enter the complaints
directly into the portal.
31 The system should allow citizens to register themselves on the
portal. Verification of users will be done through the
mechanism of sending activation codes on mobile / e-mail.
Password generation rules will need to be defined. Password
will be stored as digest. Forgot password and standard web
features shall be enabled.

The system should keep the history of complaints/feedback

registered/provided & subsequent resolution provided by the
registered users.
32 The system should allow citizens to lodge a complaint without
even registering themselves on the
portal.
33 The system should capture the following minimum details: -
Complainant details including but not limited to name,
address, district, block, panchayat, contact details, APL/BPL,
profession etc. and complaint details including but not limited
to complaint category/sub-category, first time complaint or
escalation, type of complaint, details of complaint. System
should allow the user to upload documents in .pdf, picture,
.doc etc. format. In case the complaint is a repeat complaint,
previous complaint details may also be captured.
34 The system should generate Unique ID on successful
registration of the complaint
35 SMS or eMail should be sent to complainant, as well as the
concerned officer of the PHED.
36 An SMS should be sent to the complainant with the
registration code along with very brief
summary of complaint.
37 A consolidated SMS should be sent to mid/senior level officers
during working hours on a defined frequency. It may be noted
that the status of all complaints will be available on-line.
38 The system should provide an interface to the PHED
divisions/state office to view/download the complaints.
39 Complaint received by CGRC The system should allow cell to login to the portal and lodge a
complaint on behalf of the citizens based on the complaint
received by them through call, letter, FAX, personal visit etc.
40 Escalation of complaint by The system should have an auto-escalation process, which
System (Auto Escalation) would run on a scheduled basis
41 The auto-escalation process should search for complaints with
REGISTERED status with update date of the complaint more
than the number of days defined in the master and send the
complaints to the escalation engine. The escalation engine may

46
Sr. Module Requirement Description
support multi-tier escalations and will provide for confirmation
of receipt of the complaint, as well as provision to escalate to
officers with temporary charge in case the
primary resource is absent / not available.
42 Escalation by PHED The system should allow the PHED grievance cell to escalate
the complaints from the user, and
mark them as priority.
43 The system should mark the status of the complaints escalated
by PHED as PHED ESCALATED and mark the complaint as HIGH
priority complaint.
44 Escalation Engine The system should identify the concerned user defined in
the master on the basis of divisions, service type and functional
area. This user should be set as the action user.
45 The system should send a mail to the action user giving details
of the complaint.
46 The status of the complaint should be changed to ESCALATED.
47 Action on Escalation The system should allow the action user to login to the portal
and view the escalated complaints. At intervals, consolidated
complaints – with new complaints and status of older
complaints will be “pushed”, through e-mail to the action user.
Copies may be marked to other officials based on rules defined
in the workflow.
48 The action user should be allowed to either accept the
escalated complaint or request for closure of the complaint to
PHED.
49 The system should change the status of the complaint to
REOPEN when the complaint is accepted by the action user.
50 The system should send the complaint to the state admin user if the
complaint is sent for closure.
51 Closure Approval by PHED The system should allow the PHED user to either accept or
reject the request sent for closure.
52 If the request is rejected, the complaint status should remain
escalated. If the request is accepted, the complaint status
should change to CLOSED. A complete audit trail is expected to
be maintained for all transactions.
53 The system should send notification to complainant regarding
closure of the complaint through SMS and e-mail
54 SLA Engine The system should run an automated process, which would
search for the complaints in the
following state: ESCALATED, REOPEN, NON RESOLVABLE and
PHED ESCALATED.
55 The system should identify the complaint level of each
complaint, on the basis of the PHED, product type, functional
area and complaint type. Each complaint level will have a
defined number of days associated with it to act on the

47
Sr. Module Requirement Description
complaint in the master setup. This may also be
customizable at type of service level.
56 If the complaint status has remained in the current state for
more number of days than the number of days defined in the
SLA master, the system should notify the users defined in the
SLA master. A reminder for such notification should be sent to
the action user prior to the escalation.
57 Check Status and View Details The system should allow the complainant to search for the
complaint on the portal on the basis of Token Number. The
compliant may also be visible to the user in case he has created
a login profile, and either registered the complaint on the net,
or provided his login details at the time of complaint.
58 The system should display the details of the complaint along
with the history of the complaint. For this purpose, the system
should maintain an audit trail. The audit trail will maintain all
information, including reminders and alert transmission,
irrespective of whether they were acknowledged or not.
59 Complaint Closure The system should allow PHED to close the complaint with
status RESOLVED or REJECTED (or NON RESOLVABLE, as defined
above)
60 The system should allow change of status to CLOSED only if the
complaint is in its current state for more than the defined
period. This implies that closed status is possible only after an
interval of no communication from either side.
61 The system should allow PHED grievance cell to close the
complaint with status RESOLVED or REJECTED (or NON
RESOLVABLE based on the feedback of the complainant. Cell
shall make calls to the complainant and register the feedback in
the system.
62 On closure, complaint shall be archived.
63 On closure, system should send notification to citizens and
concerned officials through SMS/eMail.
64 Reports to PHED The system should have the facility to generate the following
reports:-
1. Division/Sub-Division wise classification of complaints as per
category/sub-category wise
2. Classification of complaints as per the complaint status
3. Classification of complaints as per the service and functional
area
4. Complaint Details
5. Average Resolving Rate
6. Average Response & Resolution Rate
7. Repeat Complainants, frequency of repeat complaints
8. Analysis of complaints, which get Auto Escalated
9. Generate ad-hoc query / reports based on the user defined

48
Sr. Module Requirement Description
parameters
10. All reports should generated in html, excel and “pdf”
formats
11. Reports should also be available in graphical format
12. Reports on benchmarking of divisions amongst each other
are also desired
13. Trend analysis and other MIS etc. are also necessary, and
will include action user wise analysis.
65 Reports for Divisions The system should have the facility to generate defined
reports, which can be “pushed” or e-mailed to defined users.
All reports will be available on the portal. Audit reporting and
software usage MIS will also be available
66 Configuration Management The system should have a facility to set up the following
masters: - 1. PHED Master
2. Division Master
3. District Master
4. Block master
5. Panchayat Master
6. Hands pump master
7. Scheme Master
8. Service Type Master
9. Complaint Type Master
10. User Master
11. Masters to define resolution types, and codes
67 Mandatory Requirements The system should allow integration of the Grievance
Management Application with the portals/applications of
PHEDs (existing or to be come-up within contract period)
through API or other suitable technology.
68 The system should support bi-lingual content, necessarily
through Unicode. The portal shall be available in 2 languages -
English and Hindi.
69 Other functional requirements: Supports generation of pre-defined and query based MIS
reporting.
70 Allows to track/maintain history of a complainant
71 Maintain list of classifications, TATs and disposal status.
72 Online checking , query handling and notification of status
73 Provide automated dispatch of complaints to all divisions
74 Generate report of statutory obligations details based on
Insurers
75 Facility to Monitor Grievances processes end-to-end
76 Ability to search details by any parameters
77 Ability to generate analysis of Grievances etc.
78 Ability to auto e-mail & SMS the complaint details to the
complainant & PHED
79 GMA will allow nodal officer to view grievance status, action

49
 Sr. Module Requirement Description
taken, resolution provided, closure status, feedback given,
escalation status etc. regarding their particular divisions/sub-
divisions
80 Multiple updates against a complaints status should be
possible
to be made by the authorized users to track the complete
development on the complaint redress system.
81 Ability to import/export data from/to the other external
systems.
82 Separate administration module for managing the secured
logins

4. Functional specification of Mobile Application

Sr. Functional Description

1. Solution should allow only authorized user to access the application.
2. Solution should have simple and user friendly user-interface with rich MIS reporting.
3. Solution should pop-up a message whenever a complaint is registered where a particular user
has to take action.
4. Solution should allow user to search the complaint details by providing unique complaint ID
5. Solution should allow user to update the status of complaint.
6. Solution should have a local database in the mobile so as it can provide MIS in offline mode
also.
7. Solution should allow user to register/update action/close the complaint.
8. Solution should allow users to click and upload photographs or attach documents while
updating
the status.

5. Technology Specification of Grievance Management Application

The following are the minimum technical requirements expected from the proposed system. Bidders
are required to provide detailed solution against the requirements in their technical proposal.-

Sr. Requirement
1. Proposed solution shall be combination of web and mobile based solution. Mobile application
shall be an Android based native application which would work even in the absence of
network. Web application should be accessible using standard Web-Browser without any need
for extra application client software. Application should be compatible with all leading
browsers i.e. Chrome, IE (9.0 to 11 minimum), Mozilla, Safari etc.
2. The system should be designed in manner that operational data is not lost in case of any failure
of equipment or communication network.
3 The proposed solution should have necessary security and non-editable audit trail features.
4 The configuration of the servers should be robust and capable of handling the current load, as
well as projected load for at least seven years with no visible degradation in performance.
5 The solution architecture shall be based on Open Industry standards and Protocol.

50
 6 The solution shall provide an application architecture that is integrated using a middleware
technology.

Sr. Requirement
7 The source code of application with prologue comments shall be provided along with
documentation.

8 The solution shall provide all the relevant leading technology (e.g. XML, Flat file, messaging
etc.) to meet the integration requirements.

9 The solution shall maintain integration logs that confirm the success or otherwise of the
interface, complete with control totals etc.

10 The initial configuration recommended should have capability of handling transactions for a
period of 5 years

11 For hands pump related complaint, application should be able to filter the
district/block/panchayat etc. data based on the hands pump code or vice-versa.

51

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ladYi
28 twu 2021
fo"k; %& yksd LokLF; vfHk;a=.k =.k foHkkx }kjk vf/k"Bkfir tykiwfrZ ;kstukvksa ds lapkyu] j[k&j[kko ,oa
vuqj{k.k gsrq vuqns’k dh Lohd`frA
fodflr fcgkj ds lkr fu’p; varxZr ^gj ?kj uy dk ty* fu’p; ¼lq’kklu ds dk;ZØe 2015&20½
ds rgr fcgkj ds lHkh ifjokjksa dks ikbZIM tykiwfrZ ;kstuk vf/k"Bkfir djrs gq, LoPN is;ty miyC/k djk;k x;k
gSA vkRefuHkZj fcgkj ds lkr fu’p;&2 ¼lq’kklu ds dk;ZØe 2020&25½ ds varxZr ^LoPN xk¡o&le`) xk¡o* fu’p;
varxZr vf/k"Bkfir tykiwfrZ ;kstukvksa ds nh?kZdkfyd j[k&j[kko ,oa vuqj{k.k dh O;oLFkk dks lqfuf’pr fd;k
tkuk gSA ^gj ?kj uy dk ty* fu’p; dh dk;Zdkjh O;oLFkk ds rgr yksd LokLF; vfHk;a=.k foHkkx ds }kjk ^gj
?kj uy dk ty* dk dk;Z jkT; ds oSls xzke iapk;r ds okMZ tgk¡ Hkwty esa vklsZfud] ¶yksjkbZM ,oa vk;ju vf/kd
ek=k gS rFkk oSls xzke iapk;r tgk¡ foHkkx }kjk iwoZ ls tykiwfrZ ;kstuk,¡ vf/k"Bkfir dh xbZ gSa] fd;k tk jgk gSA
lkFk gh] iapk;rh jkt foHkkx] fcgkj gsrq fu/kkZfjr oSls xzkeh.k okMZ] tgk¡ HkkSxksfyd :i ls tykiwfrZ O;oLFkk dk
fuekZ.k [Link] Fkk] esa fo’ks"k ifjfLFkfr;ksa esa tykiwfrZ ;kstuk,¡ vf/k"Bkfir dh xbZ gSaA
foHkkx }kjk tykiwfrZ ;kstuk fuekZ.k dk dk;Z yksd fuekZ.k lafgrk esa fofgr izko/kkuksa ds vuq:i p;fur
laosnd ,tsalh }kjk djk;k x;k gSA laosnd ,tsalh ds }kjk tykiwfrZ ;kstuk ds fuekZ.k ds mijkar rhu@N% ekg ds
Vªk;y ju ds ckn ;kstuk dk vkxkeh ik¡p o"kksZa rd lapkyu] j[k&j[kko ,oa vuqj{k.k dk dk;Z lqfuf’pr djuk gSA
ijUrq tykiwfrZ ;kstukvksa dh lsok iznk;rk dks nh?kZdkfyd cuk;s j[kus ds fy, orZeku esa fØ;kfUor lapkyu ,oa
j[k&j[kko O;oLFkk dks vkSj lqn`<+ fd;s tkus ds mÌs’; ls yksd LokLF; vfHk;a=.k foHkkx }kjk vf/k"Bkfir tykiwfrZ
;kstukvksa ds lapkyu] j[k&j[kko ,oa vuqj{k.k gsrq vuqns’k rS;kj fd;s x;s gSa ¼ifjf’k"V&1½A bl vuqns’k ds rgr
fuEuor~ funs’k fØ;kfUor fd;s tk;saxs%&
2-1 yksd LokLF; vfHk;a=.k foHkkx }kjk fufeZr ,oa vf/k"Bkfir tykiwfrZ ;kstukvksa dk lapkyu]
j[k j[kko ,oa vuqj{k.k dk;Z foHkkx }kjk djk;k tk;sxkA
fdlh xzkeh.k {ks= dh tykiwfrZ ;kstuk esa ty [Link]Ùkk ls lacaf/kr leL;k izfrosfnr gksus
vkSj ml ;kstuk esa ty’kks/ku bdkbZ ds vf/k"Bkiu dh vko’;drk dh fLFkfr esa laacaf/kr
2 ॢबहर गजट [सधरण 25 अगत 2021

tykiwfrZ ;kstuk dks xzke iapk;r@okMZ fØ;kUo;u ,oa izca/ku lfefr yksd LokLF; izeaMy
dks gLrkarfjr djsaxsA
2-2 tykiwfrZ dh vof/k ekg vDVwcj ls ekpZ rd izkr% 6%00 cts ls 9%00 cts rd ,oa vU; ekg
esa izkr% 5%00 cts ls 8%00 cts rd rFkk lk;adky lHkh ekg esa 4%00 cts ls 7%00 cts rd
gksxhA lapkyu ds fy, laonsd@,tsalh ds }kjk ,d iEi vkWijsVj Hkh j[kk tk;sxk ftldk
nkf;Ro gksxk fd tykiwfrZ dsoy fu/kkZfjr vof/k esa gh dh tk;A tykiwfrZ dh vof/k dh
lwpuk loZlqyHk ek/;e ls lapkyd ,tsalh ;Fkk( iEi vkWijsVj ds ek/;e ls miHkksDrkvksa rd
Kkfir dh tk;sxh vkSj iEi gkml ¼cgqxzkeh; ;kstuk ds laca/k esa ty ehukj LFky ij½ ij
Hkh Li"V v{kjksa esa fy[kk tk;sxkA
iEi vkWijsVj }kjk ykWx cqd esa izfrfnu eksVj iEi pkyw@can djus ds le; dh izfof"V dh
tk;sxh vkSj okMZ ds nks efgyk ykHkqdksa dk gLrk{kj ,oa eksckbZy uaŒ ¼tgk¡ rd laHko gks]
mudk ?kj vafre Nksj ij vofLFkr gks½ fy;k tk;sxkA
2-3 y?kq ejEefr gsrq laosnd@,tsalh }kjk xzke iapk;r Lrj ij ,d ^ejEefr ny* dk xBu
fd;k tk;sxkA bl ejEefr ny esa U;wure ,d IyEcj ,oa nks gsYij gksaxs vkSj bysDVªhf’k;u]
fQVj] vkfn dfeZ;ksa dh lel; miyC/krk dk;Z vko’;drk ds vuqlkj miyC/k djkbZ
tk;sxhA laosnd@,tsalh }kjk ejEefr ,oa j[k&j[kko ls lacaf/kr miLdj] vkStkj] lkefxz;ksa
¼dk;Zikyd vfHk;ark ds funs’kkuqlkj½ dk la/kkj.k xzke iapk;r ds varxZr ,d LVksj cukdj
fd;k tk;sxkA LVksj lkekU;r% iapk;r ljdkj Hkou] iapk;r Hkou ;k xzke iapk;r }kjk
miyC/k djk;s x;s LFkku esa gksxk vkSj ;g fu%’kqYd miyC/k djk;k tk;sxkA
2-4 cM+h [kjkch (Major Breakdown) dh lwpuk izkIr gksrs gh laosnd@,tsalh oSdfYid
tykiwfrZ dh O;oLFkk cgky djsaxs vkSj ejEefr fu/kkZfjr vof/k esa iwjk djsaxsA
2-5 yksd LokLF; izeaMy ds dk;Zikyd vfHk;ark tykiwfrZ dh lrrk (continuity) cuk;s j[kus
ds fy, ejEefr vuqJo.k O;oLFkk lqfuf’pr djsaxsA ejEefr vuqJo.k dh vko’;drk dks
fpfUgr djrs gq, lkekU;r% voj izeaMy@iz’kk[kk Lrj ij ^ejEefr ny* dk xBu
vkmVlksflZax ds vk/kkj ij djk;k tk;sxkA ^ejEefr ny* esa eksVjlkbZfdy ds lkFk ,d
IyEcj vkSj nks gsYij gksaxsA dk;Z vko’;drkuqlkj bl ny esa bysDVªhf’k;u] fQVj] es’ku]
vkfn dq’ky dfeZ;ksa dh miyC/krk lqfuf’pr djkbZ tk;sxhA bldh O;oLFkk xSj ;kstuk en
esa izkIr fuf/k ls dh tk;sxhA ^ejEefr ny* }kjk laikfnr dk;Z esa vk;h dqy ykxr jkf’k
vkSj 'kr izfr’kr ¼100%½ tqekZuk jkf’k dh olwyh laosnd@,tsalh ls dh tk;sxhA
2-6 tykiwfrZ ;kstuk ls x`g ty la;kstu izkIr lHkh ifjokjksa ls izfr x`g ty la;kstu ls
:Œ 30 ¼rhl :i;k½ ekfld miHkksDrk izHkkj fy;k tk;sxk] tks lHkh miHkksDrkvksa ij le:i
ykxw gksxkA blesa vko’;drkuqlkj okMZ fØ;kUo;u ,oa izca/ku lfefr@foHkkx }kjk la’kks/ku
fd;k tk ldsxkA
2-7 miHkksDrk izHkkj dh olwyh v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr ds }kjk ekfld :i ls
dh tk;sxhA v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr dh vfuPNk ij okMZ lHkk] okMZ
lfpo ls ;g dk;Z djk ldsxhA v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr }kjk laxzfgr
jkf’k esa ls vf/kdre 50% jkf’k izksRlkgu jkf’k ds :i esa izkIr dh tk ldsxh] tks psd
vFkok bZ&VªkalQj ds ek/;e ls mlds [kkrs esa fu;ekuqlkj varfjr dh tk;sxhA v/;{k] okMZ
fØ;kUo;u ,oa izca/ku lfefr ds vfuPNk dh fLFkfr esa okMZ lHkk }kjk ukfer okMZ lfpo dks
dk;Z djus ds mijkar izksRLkkgu jkf’k izkIr gksxhA
2-8 yksd f’kdk;rksa ds fuokj.k ds fy, dsUnzh;d`r f’kdk;r fuokj.k [Link] ¼Centralized
Grievance Redressal System½ dks l’kDr fd;k tk;sxkAA dkWy ,oa ,lŒ,eŒ,lŒ
vk/kkfjr i+)fr }kjk f’kdk;rksa ds fuokj.k ,oa miHkksDrk larqf"V vkdyu Hkh djk;k tk;sxkA
lkFk gh] tykiwfrZ ;kstukvksa esa IoT Device ds ek/;e ls fØ;k’khyrk (Functionality)
vkdyu fd;k tk;sxkA
2-9 tykiwfrZ ;kstukvksa ds j[k j[kko ,oa vuqj{k.k gsrq fuf/k dh O;oLFkk ¼a½ iUnzgosa foÙk vk;ksx
,oa NBk jkT; foÙk vk;ksx dh vuq’kalk ls xzke iapk;rksa dks izkIr gksus okys fuf/k ls ;k ¼b½
jkT; ljdkj ds ;kstuk en ls ,oa xSj ;kstuk en ls foHkkx dks izkIr gksus okyh fuf/k ls
dh tk;sxhA eq[;ea=h xzkeh.k is;ty fu’p; ;kstuk liksVZ Q.M ls Hkh lg;ksxh xfrfof/k;k¡
(Support Activities) fØ;kfUor dh tk ldsxhA
2-10 yksd LokLF; vfHk;a=.k foHkkx }kjk vf/k"Bkfir tykiwfrZ ;kstukvksa ds lapkyu] j[k&j[kko
,oa vuqj{k.k gsrq vuqns’k esa vko’;drkuqlkj la’kks/ku djus ds fy, foHkkx vf/kd`r gksxkA
 ॢबहर गजट [सधरण$ 25 अगत 2021 3

3- HkkSfrd vkdkj A& A& ;kstuk dk HkkSfrd vkdkj [Link] fcgkj gksxkA
4- fuf/k dh miyC/krkA&tykiwfrZ ;kstukvksa ds j[k j[kko ,oa vuqj{k.k gsrq fuf/k dh O;oLFkk ¼a½
iUnzgosa foÙk vk;ksx ,oa NBk jkT; foÙk vk;ksx dh vuq’kalk ls xzke iapk;rksa dks izkIr gksus okys fuf/k ls ;k ¼b½
jkT; ljdkj ds ;kstuk en ls ,oa xSj ;kstuk en ls foHkkx dks izkIr gksus okyh fuf/k ls dh tk;sxhA
eq[;ea=h xzkeh.k is;ty fu’p; ;kstuk liksVZ Q.M ls tykiwfrZ ;kstukvksa ds lapkyu] j[k&j[kko ,oa
vuqj{k.k dh lg;ksxh xfrfof/k;k¡ (Support Activities) dk dk;kZUo;u micaf/kr jkf'k ls fd;k tk ldsxkA
jkT; ;kstuk en esa xzkeh.k tykiwfrZ ;kstuk ¼V~;wcosYl] dwi] uydwi }kjk½ ds fofHkUu lqlaxr 'kh"kksZa esa
dqy :Π2450-00 yk[k dk ctVh; micU/k gSA blh ctVh; micU/k ls jkf'k miyC/k djkbZ tk;sxhA vfrfjDr
fuf/k dk O;oLFkkiu iqufoZfu;ksx@vuqiwjd [Link] ds ek/;e ls fd;k tk;sxkA
5- ctV 'kh"kZ A&;kstuk ij gksus okyk O;; ctV 'kh"kZ eq[; 'kh"kZ 4215& tykiwfrZ rFkk lQkbZ ij
iwathxr ifjO;;& mieq[; 'kh"kZ&01& ty iwfrZ& y?kq 'kh"kZ&102 xzkeh.k ty iwfrZ& mi'kh"kZ&0133& eq[; ea=h
is;ty fu’p; ;kstuk ¼xSj [Link]Ùkk izHkkfor {ks=½ foi= dksM&36&4215011020133]
eq[; 'kh"kZ 4215& tykiwfrZ rFkk lQkbZ ij iwathxr ifjO;;& mieq[; 'kh"kZ&01& ty iwfrZ& y?kq
'kh"kZ&789& vuqlwfpr tkfr;ksa ds fy, fo'ks"k ?kVd ;kstuk&mi'kh"kZ&0115& eq[; ea=h is;ty fu’p; ;kstuk ¼xSj
[Link]Ùkk izHkkfor {ks=½ foi= dksM&36&4215017890115]
eq[; 'kh"kZ & 4215&tykiwfrZ rFkk lQkbZ ij iawthxr ifjO;;& mieq[; 'kh"kZ & 01&ty iwfrZ &
y?kq 'kh"kZ & 796 & tu tkrh; {ks= mi ;kstuk & ekax la[;k & 36 & mi’kh"kZ & 0120& eq[; ea=h is;ty
fu’p; ;kstuk ¼xSj [Link]Ùkk izHkkfor {ks=½&foi= dksM & 36&4215017960120]
ctV 'kh"kZ eq[; 'kh"kZ 2215& tykiwfrZ rFkk lQkbZ ij iwathxr ifjO;;& mieq[; 'kh"kZ&01& ty
iwfrZ& y?kq 'kh"kZ&102 xzkeh.k ty iwfrZ& mi'kh"kZ&0106& eq[; ea=h is;ty fu’p; ;kstuk ¼xSj [Link]Ùkk izHkkfor
{ks=½ foi= dksM&36&4215011020132]
eq[; 'kh"kZ 2215& tykiwfrZ rFkk lQkbZ ij iwathxr ifjO;;& mieq[; 'kh"kZ&01& ty iwfrZ& y?kq
'kh"kZ&789& vuqlwfpr tkfr;ksa ds fy, fo'ks"k ?kVd ;kstuk&mi'kh"kZ&0104& eq[; ea=h is;ty fu’p; ;kstuk ¼xSj
[Link]Ùkk izHkkfor {ks=½ foi= dksM&36&4215017890104 ,oa
eq[; 'kh"kZ & 2215&tykiwfrZ rFkk lQkbZ ij iawthxr ifjO;;& mieq[; 'kh"kZ & 01&ty iwfrZ &
y?kq 'kh"kZ & 796 & tu tkrh; {ks= mi ;kstuk & mi’kh"kZ & 0105& eq[; ea=h is;ty fu’p; ;kstuk ¼xSj
[Link]Ùkk izHkkfor {ks=½&foi= dksM & 36&4215017960105
ctV 'kh"kZ eq[; 'kh"kZ 2215& tykiwfrZ rFkk lQkbZ ij iwathxr ifjO;;& mieq[; 'kh"kZ&01& ty
iwfrZ& y?kq 'kh"kZ&102 xzkeh.k ty iwfrZ dk;ZØe& mi'kh"kZ&0107& xzkeh.k tykiwfrZ ;kstuk dk ifjpkyu ,oa j[k
j[kko lkr fu’p; 2 foi= dksM&36&4215011020107] rFkk
ctV 'kh"kZ eq[; 'kh"kZ 4215& tykiwfrZ rFkk lQkbZ ij iwathxr ifjO;;& mieq[; 'kh"kZ&01& ty
iwfrZ& y?kq 'kh"kZ&102 xzkeh.k ty iwfrZ& mi'kh"kZ&0132& eq[; ea=h is;ty fu’p; ;kstuk ¼[Link]Ùkk izHkkfor {ks=½
foi= dksM&36&4215011020132]
eq[; 'kh"kZ 2215& tykiwfrZ rFkk lQkbZ ij iwathxr ifjO;;& mieq[; 'kh"kZ&01& ty iwfrZ& y?kq
'kh"kZ&789& vuqlwfpr tkfr;ksa ds fy, fo'ks"k ?kVd ;kstuk&mi'kh"kZ&0114& eq[; ea=h is;ty fu’p; ;kstuk
¼[Link]Ùkk izHkkfor {ks=½ foi= dksM&36&4215017890114 ,oa
eq[; 'kh"kZ & 2215&tykiwfrZ rFkk lQkbZ ij iawthxr ifjO;;& mieq[; 'kh"kZ & 01&ty iwfrZ &
y?kq 'kh"kZ & 796 & tu tkrh; {ks= mi ;kstuk & ekax la[;k & 36 & mi’kh"kZ & 0119& eq[; ea=h is;ty
fu’p; ;kstuk ¼[Link]Ùkk izHkkfor {ks=½&foi= dksM & 36&4215017960119 es HkkfjrO; gksxkA
6- vuqns’k nLrkost ,oa mlesa fufgr foHkkxh; izko/kkuksa ij fnukad 22-06-2021 dks lEiUu eaf=ifj"kn~
dh cSBd esa Lohd`fr izkIr dh xbZ gSA
7- ;g rRdky izHkko ls izo`r gksxkA
vkns'k %& vkns’k fn;k tkrk gS fd loZlk/kkj.k dh tkudkjh ds fy, bls fcgkj jkti= ds vlk/kkj.k vad esa
izdkf’kr fd;k tk; vkSj bldh izfrfyfi egkys[kkdkj] fcgkj@ljdkj ds lHkh foHkkx@lHkh
foHkkxk/;{k@lHkh izeaMyh; vk;qDr@lHkh ftyk inkf/kdkjh@lHkh {ks=h; eq[; vfHk;a vfHk;ark] yksd LokLF;
iz{ks=@lHkh v/kh{k.k vfHk;ark] yksd LokLF; vapy@lHkh dk;Zikyd vfHk;ark] yksd LokLF; izeaMy dks
lwpukFkZ Hksth tk;A
vkns'k ls]
ftrsUnz JhokLro]
lfpoA
 4 ॢबहर गजट [सधरण 25 अगत 2021

yksd LokLF; vfHk;a=.k foHkkx

yksd LokLF; vfHk;a=.k foHkkx }kjk vf/k"Bkfir tykiwfrZ ;kstukvksa ds lapkyu]
j[k&j[kko ,oa vuqj{k.k gsrq vuqns’k
1- izLrkouk A&fodflr
A& fcgkj ds lkr fu’p; varxZr ^gj ?kj uy dk ty* fu’p; ¼lq’kklu ds
dk;ZØe 2015&20½ ds rgr fcgkj ds lHkh ifjokjksa dks ikbZIM tykiwfrZ ;kstuk vf/k"Bkfir djrs gq, LoPN is;ty
miyC/k djk;k x;k gSA vkRefuHkZj fcgkj ds lkr fu’p;&2 ¼lq’kklu ds dk;ZØe 2020&25½ ds varxZr ^LoPN
xk¡o&le`) xk¡o* fu’p; varxZr vf/k"Bkfir tykiwfrZ ;kstukvksa ds nh?kZdkfyd j[k&j[kko ,oa vuqj{k.k dh O;oLFkk
dks lqfuf’pr fd;k tkuk gSA ^gj ?kj uy dk ty* fu’p; dh dk;Zdkjh O;oLFkk ds rgr yksd LokLF; vfHk;a=.k
foHkkx ds }kjk ^gj ?kj uy dk ty* dk dk;Z jkT; ds oSls xzke iapk;r ds okMZ tgk¡ Hkwty esa vklsZfud] ¶yksjkbZM
,oa vk;ju vf/kd ek=k gS rFkk oSls xzke iapk;r tgk¡ foHkkx }kjk iwoZ ls tykiwfrZ ;kstuk,¡ vf/k"Bkfir dh xbZ gSa]
fd;k tk jgk gSA lkFk gh] iapk;rh jkt foHkkx] fcgkj gsrq fu/kkZfjr oSls xzkeh.k okMZ] tgk¡ HkkSxksfyd :i ls
tykiwfrZ O;oLFkk dk fuekZ.k [Link] Fkk] esa fo’ks"k ifjfLFkfr;ksa esa tykiwfrZ ;kstuk,¡ vf/k"Bkfir dh xbZ gSaA
1-2 ikbZIM tykiwfrZ ds ekxZn’kZd fl)kar
• lHkh rd igq¡p ¼Access to all½
• iwjs o"kZ is;ty dh vkiwfrZ ¼Adequacy of drinking water throughout the year½
• is;ty dh [Link] ¼Quality of drinking water½
• is;ty lzksrksa dh lrrk ¼fujUrjrk½ ¼Sustainability of drinking water sources½
• tykiwfrZ ;kstukvksa ds lapkyu ,oa j[k&j[kko esa tuHkkxhnkjh ¼Community
Participation in Operation and Maintenance of Water Supply Schemes½
1-3 lkekftd ,oa HkkSxksfyd ifjfLFkfr;ksa dks /;ku esa j[kdj foHkkx }kjk fofHkUu izdkj dh ikbZIM
tykiwfrZ ;kstuk,¡ ;Fkk( cgqxzkeh; tykiwfrZ ;kstuk] ,dy xzkeh; tykiwfrZ ;kstuk] ikbZIM
tykiwfrZ ;kstuk] okMZ Lrjh; 'kqf)dj.k la;a= ;qDr tykiwfrZ ;kstuk] okMZ Lrjh; tykiwfrZ
;kstuk vkSj feuh ikbZIM tykiwfrZ ;kstuk rS;kj dh xbZ gSaA
2- tykiwfrZ ;kstukvksa ds lapkyu] j[k&j[kko o vuq vuqj{k.k dh orZeku O;oLFkkA&
O;oLFkkA&foHkkx
A& }kjk tykiwfrZ
;kstuk fuekZ.k dk dk;Z yksd fuekZ.k lafgrk esa fofgr izko/kkuksa ds vuq:i p;fur laosnd ,tsalh }kjk djk;k x;k
gSA laosnd ,tsalh ds }kjk tykiwfrZ ;kstuk ds fuekZ.k ds mijkar rhu@N% ekg ds Vªk;y ju ds ckn ;kstuk dk
vkxkeh ik¡p o"kksZa rd lapkyu] j[k&j[kko ,oa vuqj{k.k dk dk;Z lqfuf’pr djuk gSA
rhu@N% ekg dk Vªk;y ju lekIr gksrs gh ;kstuk dk 5 o"kksZa ds ^lapkyu ,oa j[k&j[kko* dk pj.k
izkjaHk gksrk gSA bl vof/k esa laosnd@,tsalh dks ;g lqfuf’pr djuk gS fd tykiwfrZ ;kstukvksa dh vfHk;kaf=d
lajpuk,a ,oa e’khu@midj.k vkfn fu/kkZfjr [Link] ds vuq:i dk;Z djsa vkSj fu/kkZfjr dk;Zfof/k ds vuq:i gksA
;kstuk ds lapkyu gsrq vko’;d dk;Zcy ,oa lkexzh ¼foHkkx ds funs’kkuqlkj½ j[kh tkuh gSA
3- yksd LokLF; vfHk;a=.k foHkkx }kjk vf/k"Bkfir
vf/k"Bkfir tykiwfrZ ;kstukvksa ds lapkyu] j[k&j[kko ,oa
vuqj{k.k gsrq vuqns’k A&
d- laf{kIr
{kIr uke] foLrkj ,oa izHkkoh frfFkA& ;g ^^yksd LokLF; vfHk;a=.k foHkkx }kjk
vf/k"Bkfir tykiwfrZ ;kstukvksa ds lapkyu] j[k&j[kko ,oa vuqj{k.k gsrq vuqns’k** dgk
tk;sxkA bldk foLrkj {ks= [Link] xzkeh.k fcgkj esa yksd LokLF; vfHk;a=.k foHkkx }kjk
vf/k"Bkfir tykiwfrZ ;kstuk,¡ gksaxhA bls rÙdky izHkko ls ykxw fd;k tk;sxkA
[k-
[k- tykiwfrZ ;kstuk ds lapkyu] j[k j[kko ,oa vuqj{k.k esa 'kkfey ;kstuk,¡A&yksA& d LokLF;
A&
vfHk;a=.k foHkkx }kjk fufeZr ,oa vf/k"Bkfir tykiwfrZ ;kstukvksa dk lapkyu] j[k j[kko
,oa vuqj{k.k dk;Z foHkkx }kjk djk;k tk;sxkA
fdlh xzkeh.k {ks= dh tykiwfrZ ;kstuk esa ty [Link]Ùkk ls lacaf/kr leL;k
izfrosfnr gksus vkSj ml ;kstuk esa ty’kks/ku bdkbZ ds vf/k"Bkiu dh vko’;drk dh
fLFkfr esa laacaf/kr tykiwfrZ ;kstuk dks xzke iapk;r@okMZ fØ;kUo;u ,oa izca/ku lfefr
yksd LokLF; izeaMy dks gLrkarfjr djsaxsA
x- tykiwfrZ ;kstuk dk la lapkyuA&tykiw
kyuA& frZ dh vof/k ekg vDVwcj ls ekpZ rd izkr% 6%00
cts ls 9%00 cts rd ,oa vU; ekg esa izkr% 5%00 cts ls 8%00 cts rd rFkk lk;adky
lHkh ekg esa 4%00 cts ls 7%00 cts rd gksxhA lapkyu ds fy, laonsd@,tsalh ds }kjk
,d iEi vkWijsVj Hkh j[kk tk;sxk ftldk nkf;Ro gksxk fd tykiwfrZ dsoy fu/kkZfjr
vof/k esa gh dh tk;A tykiwfrZ dh vof/k dh lwpuk loZlqyHk ek/;e ls lapkyd ,tsalh
;Fkk( iEi vkWijsVj ds ek/;e ls miHkksDrkvksa rd Kkfir dh tk;sxh vkSj iEi gkml
¼cgqxzkeh; ;kstuk ds laca/k esa ty ehukj LFky ij½ ij Hkh Li"V v{kjksa esa fy[kk tk;sxkA
iEi vkWijsVj }kjk ykWx cqd esa izfrfnu eksVj iEi pkyw@can djus ds le;
dh izfof"V dh tk;sxh vkSj okMZ ds nks efgyk ykHkqdksa dk gLrk{kj ,oa eksckbZy uaŒ ¼tgk¡
rd laHko gks] mudk ?kj vafre Nksj ij vofLFkr gks½ fy;k tk;sxkA
 ॢबहर गजट [सधरण$ 25 अगत 2021 5

?k-
?k- tykiwfrZ ;kstuk dk fuokjd vuqj{k.k (Preventive Maintenance) A&tykiw A& frZ
;kstuk ds fuokjd vuqj{k.k ls rkRi;Z tykiwfrZ ;kstukvksa dk fu;fer o fu/kkZfjr varjky
ij fujh{k.k vkSj iwjh rjg ls [kjkc gksus ds iwoZ Lis;j ikVZ~l dk cnyk tkuk gSA lapkyu
,tsalh izkFkfed :i ls iEi vkWijsVj vkSj@vFkok ukfer dehZ dks fuokjd vuqj{k.k gsrq
tokcnsg cuk;sxhA
foHkkx }kjk laosnd ,tsalh dks fuokjd vuqj{k.k dh xfrfof/k;ksa dks fpfUgr djrs gq,
blds vuqJod fu/kkZfjr fd;s tk;saxsA
M+- tykiwfrZ ;kstuk dh y?kq ejEefr A&tykiw
A& frZ ;kstuk ds y?kq ejEefr ls rkRi;Z tykiwfrZ
;kstukvksa ds fofHkUu vo;oksa dks dk;Zjr cuk;s j[kus ds fy, lk/kkj.k ejEefr O;oLFkk dks
lqfuf’pr djuk gSA blds varxZr eq[; :i ls eksVj&iEi dh ejEefr dk;Z] Starter
dh ejEefr@u;s Starter dk vf/k"Bkiu dk;Z] Voltage Stabilizer dh ejEefr dk;Z]
iEi pSEcj dk ejEefr dk;Z] Rising Main/Delivery Main/Valve dk
Restoration dk;Z] ty forj.k [Link] esa fcNk, x, fofHkUu O;kl ds HDPE ikbZi esa
Leakage ejEefr dk;Z] ikuh dh Vadh dk ejEefr dk;Z] Steel/RCC LVªDpj dk
ejEefr dk;Z] vkfn 'kkfey gksxkA
(i) y?kq ejEefr gsrq laosnd@,tsalh }kjk xzke iapk;r Lrj ij ,d ^ejEefr ny* dk
xBu fd;k tk;sxkA bl ejEefr ny esa U;wure ,d IyEcj ,oa nks gsYij gksaxs
vkSj bysDVªhf’k;u] fQVj] vkfn dfeZ;ksa dh lel; miyC/krk dk;Z vko’;drk ds
vuqlkj miyC/k djkbZ tk;sxhA
(ii) xzke iapk;r esa ,d ls T;knk laosnd@,tsalh gksus dh fLFkfr esa lacaf/kr yksd
LokLF; izeaMy ds dk;Zikyd vfHk;ark xzke iapk;r varxZr lHkh laosndksa ds lkFk
leUo; dj ,d lk>k ^ejEefr ny* dk xBu djk;saxsA ;g ny iapk;r varxZr
lHkh ;kstukvksa ds y?kq ejEefr gsrq tokcnsg gksxkA
(iii) laosnd@,tsalh }kjk ejEefr ,oa j[k&j[kko ls lacaf/kr miLdj] vkStkj]
lkefxz;ksa ¼dk;Zikyd vfHk;ark ds funs’kkuqlkj½ dk la/kkj.k xzke iapk;r ds
varxZr ,d LVksj cukdj fd;k tk;sxkA LVksj lkekU;r% iapk;r ljdkj Hkou]
iapk;r Hkou ;k xzke iapk;r }kjk miyC/k djk;s x;k LFkku gksxk vkSj ;g
fu%’kqYd miyC/k djk;k tk;sxkA ^ejEefr ny* Hkh bl LFkku ij nSfud :i ls
dk;Z gsrq miyC/k gksxk] tks ejEefr laca/kh lwpuk vkSj@;k f’kdk;r izkIr gksrs gh
dk;Z laikfnr djsaxsA
(iv) y?kq ejEefr dh lHkh f’kdk;rsa lacaf/kr tykiwfrZ ;kstuk ds iEi gkml ij
la/kkfjr f’kdk;r iqfLrdk esa vafdr dh tk;sxhA ^ejEefr ny* ds }kjk f’kdk;r
fuokj.k ds mijkar iqfLrdk esa fooj.k vafdr fd;k tk;sxkA iEi vkWijsVj dk
nkf;Ro gksxk fd og y?kq ejEefr ds ckn LFkkuh; miHkksDrkvksa ls larqf"V izek.k
izkIr djs] tks mlh f’kdk;r iqfLrdk esa vafdr fd;k tk;sxkA
(v) laosnd@,tsalh vius Lrj ij Hkh f’kdk;r fuokj.k O;oLFkk rS;kj djsaxs vkSj
f’kdk;rksa dk lle; fu"iknu lqfuf’pr djk;saxsA
p+- tykiwfrZ ;kstuk dh o`gr ejEefrA&
ejEefrA&tykiw
A& frZ ;kstuk ds o`gr ejEefr ls rkRi;Z tykiwfrZ
;kstukvksa esa cM+h [kjkch (Major Breakdown) vkus ij laosnd@,tsalh dks o`gr
ejEefr O;oLFkk dks lqfuf’pr djuk gSA blds varxZr eq[; :i ls Boring Failure dh
fLFkfr esa u;s Boring dk fuekZ.k dk;Z ,oa Rising Main dk la;kstu] u;s eksVj iEi
dk vf/k"Bkiu dk;Z] Vadh vf/k"Bkiu gsrq u;s Structure (RCC/Steel) dk fuekZ.k dk;Z]
vfrfjDr ikuh dh Vadh dk vf/k"Bkiu dk;Z] u;s x`g ty la;kstu dh ek¡x vkus ij
vfrfjDr ikbZi ykbZu ,oa x`g ty la;kstu nsus dk dk;Z] vkink ,oa Unforeseen dh
fLFkfr esa o`gn :i ls {kfrxzLr ty forj.k [Link] dk iqu%LFkkiu dk;Z] fo|qr VªkalQkeZj
dh cnyh] vkfn dk;Z 'kkfey gksaxsA
(i) cM+h [kjkch (Major Breakdown) dh lwpuk izkIr gksrs laosnd@,tsalh
oSdfYid tykiwfrZ dh O;oLFkk cgky djsaxsA
(ii) o`gr ejEefr ds dkj.k tykiwfrZ O;oLFkk esa ifjorZu dh lwpuk ;Fkk lqyHk
ek/;eksa ls lHkh miHkksDrkvksa es igq¡pkbZ tk;sxhA
6 ॢबहर गजट [सधरण 25 अगत 2021

(iii) o`gr ejEefr dh vko’;drk dks fpfUgr djrs gq, vfoyac ejEefr dk dk;Z
izkjaHk fd;k tk;sxk vkSj fu/kkZfjr vof/k esa dk;Z iwjk djrs gq, tykiwfrZ O;oLFkk
dks cgky djsaxsA
(iv) o`gr ejEefr ls lacaf/kr f’kdk;r vkSj lwpukvksa dks iEi gkml esa la/kkfjr
f’kdk;r iqfLrdk esa vafdr fd;k tk;sxk vkSj blds varxZr fd;s x;s dk;ksZa dk
fooj.k Hkh ejEefr ny ds }kjk fy[kk tk;sxkA ejEefr [Link] gksus rFkk tykiwfrZ
O;oLFkk cgky gksus ds mijkar miHkksDrkvksa ls larqf"V izkIr djrs gq, bls f’kdk;r
iqfLrdk esa vafdr fd;k tk;sxkA
N+- ejEefr vuqJo.k O;oLFkk A&la A& osnd@,tsalh dk nkf;Ro gksxk fd og tykiwfrZ ;kstuk
dks iwjs lapkyu ,oa j[k&j[kko dh vof/k esa dk;Zjr j[ks vkSj fu/kkZfjr vof/k esa tykiwfrZ
lqfuf’pr djsA
(i) lacaf/kr yksd LokLF; izeaMy ds dk;Zikyd vfHk;ark tykiwfrZ dh lrrk
(continuity) cuk;s j[kus ds fy, ejEefr vuqJo.k O;oLFkk lqfuf’pr djsaxsA
bl gsrq izeaMy Lrj ij fu;a=.k d{k dks lqn`<+ fd;k tk;sxkA
(ii) dk;Zikyd vfHk;ark }kjk ejEefr vuqJo.k dh vko’;drk dks fpfUgr djrs gq,
lkekU;r% voj izeaMy@iz’kk[kk Lrj ij ^ejEefr ny* dk xBu vkmVlksflZax ds
vk/kkj ij djk;k tk;sxkA
(iii) ^ejEefr ny* esa eksVjlkbZfdy ds lkFk ,d IyEcj vkSj nks gsYij gksaxsA dk;Z
vko’;drkuqlkj bl ny esa bysDVªhf’k;u] fQVj] es’ku] vkfn dq’ky dfeZ;ksa dh
miyC/krk lqfuf’pr djkbZ tk;sxhA
(iv) ^ejEefr ny* dh O;oLFkk foHkkx dks xSj ;kstuk en ls izkIr gksus okys fuf/k ls
dh tk;sxhA
(v) laosnd@,tsalh ds }kjk y?kq ejEefr vkSj@vFkok o`gr ejEefr dh f’kdk;r
izkIr gksus ds fu/kkZfjr vof/k ds vUnj dkjZokbZ ugha fd;s tkus dh fLFkfr esa ,rn
laca/kh lwpuk izkIr gksrs gh lgk;d vfHk;ark@duh; vfHk;ark ds funs’k ij ;g
^ejEefr ny* lacaf/kr tykiwfrZ ;kstuk esa y?kq ejEefr ;k o`gr ejEefr ds dk;Z
dks laikfnr djsxkA
(vi) dk;Z laiknu ds mijkar ejEefr ny }kjk iEi vkWijsVj ds ikl miyC/k f’kdk;r
iqfLrdk esa vafdr f’kdk;r dk fuokj.k izfo"V djrs gq, fd;s x;s dk;ksZa dk
fooj.k ntZ djsxkA dk;Z lekfIr vkSj tykiwfrZ lkekU; gksus ds mijkar
miHkksDrkvksa ls larqf"V izek.k izkIr dj f’kdk;r iqfLrdk esa vafdr fd;k tk;sxkA
(vii) ^ejEefr ny* }kjk laikfnr dk;Z esa vk;h dqy ykxr jkf’k vkSj 'kr izfr’kr
¼100%½ tqekZuk jkf’k dh olwyh laosnd@,tsalh ls dh tk;sxhA
t+- lapkyukyu ,oa j[k j[kko foi= dk HkqxrkuA&la
rkuA& osnd@,tsalh dks lapkyu ,oa j[k&j[kko
ds nkf;Ro lQyrkiwoZd fuoZgu fd;s tkus ds mijkar foi= lefiZr fd;s tkus ¼tykiwfrZ
;kstuk okj fu/kkZfjr izi= ,oa vuqyXudksa ds lkFk foi= miLFkkfir djus½ ds ckn Hkqxrku
gksxkA izi= ,oa vuqyXud dk fu/kkZj.k foHkkxh; vfHk;ark izeq[k ds }kjk fd;k tk;sxkA
>+- ekfld miHkksDrk izHkkj A&tykiw
A& frZ ;kstuk ls x`g ty la;kstu izkIr lHkh ifjokjksa ls
izfr x`g ty la;kstu ls :Œ 30 ¼rhl :i;k½ ekfld miHkksDrk izHkkj fy;k tk;sxk] tks
lHkh miHkksDrkvksa ij le:i ykxw gksxkA blesa vko’;drkuqlkj okMZ fØ;kUo;u ,oa
izca/ku lfefr@foHkkx }kjk la’kks/ku fd;k tk ldsxkA
´+- ekfld miHkks
miHkksDrk izHkkj laxzg.k O;oLFkkA&
(i) miHkksDrk izHkkj dh olwyh v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr ds }kjk
ekfld :i ls dh tk;sxhA v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr dh vfuPNk
ij okMZ lHkk] okMZ lfpo ls ;g dk;Z djk ldsxhA
(ii) v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr }kjk laxzfgr jkf’k esa ls vf/kdre 50%
jkf’k izksRlkgu jkf’k ds :i esa izksRlkgu jkf’k ds :i esa izkIr dh tk ldsxh] tks
psd vFkok bZ&VªkalQj ds ek/;e ls mlds [kkrs esa fu;ekuqlkj varfjr dh
tk;sxhA v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr ds vfuPNk dh fLFkfr esa okMZ
lHkk }kjk ukfer okMZ lfpo dks dk;Z djus ds mijkar izksRLkkgu jkf’k izkIr gksxhA
(iii) laxzfgr ekfld miHkksDrk izHkkj dk izca/ku okMZ fØ;kUo;u ,oa izca/ku lfefr ds
}kjk iapk;rh jkt foHkkx ds funs’kkuqlkj fd;k tk;sxkA
 ॢबहर गजट [सधरण$ 25 अगत 2021 7

(iv) ekfld miHkksDrk laxzg.k gsrq izkfIr jlhn ftyk iapk;rh jkt inkf/kdkjh@iz[k.M
iapk;rh jkt inkf/kdkjh }kjk okMZ fØ;kUo;u ,oa izca/ku lfefr dks miyC/k
djkbZ tk;sxh vkSj lfefr vius Lrj ij jlhn dks la/kkfjr dj lfpo] okMZ
fØ;kUo;u ,oa izca/ku lfefr dks Hkqxrku izkfIr gsrq miyC/k djk;sxhA
V+- miHkksDrk 'kqYd izca/ku%
(i) miHkksDrk ds }kjk ekfld miHkksDrk 'kqYd ugha fn;k tkrk gS rks v/;{k] okMZ
fØ;kUo;u ,oa izca/ku lfefr }kjk okMZ fØ;kUo;u ,oa izca/ku lfefr dks lwfpr
djrs gq, lacaf/kr miHkksDrk dks uksfVl rkfeyk djk;k tk;sxkA
(ii) ;fn uksfVl rkfeyk gksus ds 30 fnu ckn Hkh miHkksDrk }kjk ekfld miHkksDrk
'kqYd ugha fn;k tkrk gS rks v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr }kjk x`g
ty la;kstu foPNsn ds fy, 15 fnuksa dk uksfVl fn;k tk;sxkA
(iii) uksfVl dh vof/k lekIr gksus ds ckn miHkksDrk ds }kjk 'kqYd ugha tek djk;s
tkus ij miHkksDrk dk x`g ty la;kstu foPNsn dj fn;k tk;sxkA
(iv) iqu% x`g la;kstu 'kqYd (Reconnection Charge) :Œ 300 ¼rhu lkS :i;s½
gksxk vkSj ;g okMZ fØ;kUo;u ,oa izca/ku lfefr dh vuq’kalk ij gh gks ldsxkA
(v) miHkksDrk }kjk tykiwfrZ dk nq:i;ksx ik;s tkus dh fLFkfr esa v/;{k] okMZ
fØ;kUo;u ,oa izca/ku lfefr@okMZ fØ;kUo;u ,oa izca/ku lfefr }kjk n.M
vf/kjksfir fd;k tk ldsxk] tks okMZ fØ;kUo;u ,oa izca/ku lfefr@foHkkx }kjk
le;&le; ij fu/kkZfjr fd;k tk ldsxkA
(vi) ,d ckj x`g ty la;kstu foPNsn gksus ds ckn miHkksDrk }kjk cdk;k vkSj tqekZuk
izkIr fd;s tkus ds ckn okMZ fØ;kUo;u ,oa izca/ku lfefr dk vkns'k ikfjr gksus
ij iqu% x`g ty la;kstu fn;k tk;sxkA
(vii) ;fn miHkksDrk ds }kjk foHkkx ds forj.k [Link] esa eksVj iEi dk mi;ksx fd;k
tk jgk gS rks duh; vfHk;ark ds }kjk bls rqjar gVkus dk uksfVl rkfeyk djk;k
tk;sxkA blds ckn Hkh miHkksDrk }kjk eksVj iEi ugha gVk;k tkrk gS rks duh;
vfHk;ark LFkkuh; iz'kklu ds lg;ksx ls :å 5000@& dk tqekZuk yxkrs gq,
lEifr dks tCr djsxhA blds ckn Hkh ;gh dk;Z djus ij duh; vfHk;ark] yksd
LokLF; iz’kk[kk izkFkfedh ntZ djk;saxsA ;fn nks"kh miHkksDrk ds }kjk tqekZuk jkf'k
dk Hkqxrku ugha fd;k tkrk gS rks lfVZfQdsV okn nk;j djrs gq, tqekZuk dh
jkf'k olwyh tk;sxhA
B- ty [Link]Ùkk vuqJo.k ,oa fuxjkuh A&tykiw
A& frZ ;kstuk ls vkiwfrZ fd;s tkus okys is;ty
dk [Link]Ùkk vuqJo.k ,oa fuxjkuh ,d vfuok;Z xfrfof/k gksxhA oSlh tykiwfrZ ;kstuk,¡
tgk¡ vklsZfud] ¶yksjkbZM vkSj vk;ju 'kqf)dj.k la;a= yxk;s x;s gSa] ogk¡ ty [Link]Ùkk
vuqJo.k ,oa fuxjkuh dh xfrfof/k;ksa esa fo’ks"k lrdZrk cjrh tk;sxhA
M- ty ehukj@ty laxzg.k Vadh dh lQkbZ lQkbZ A&ty
A& ehukj@ty laxzg.k Vadh dh lQkbZ ds
rkRi;Z tykiwfrZ ;kstuk varxZr ty laxzg gsrq cuk;s x;s ty ehukjksa@Hkwry ty laxzg
[Link]@ihŒohŒlhŒ Vafd;ksa dh fu/kkZfjr jlk;uksa dk mi;ksx djrs gq, vk/kqfud rduhd
ls lkQ fd;k tkuk gSA ;g lapkyu ,oa j[k&j[kko dh vfuok;Z izfØ;k gksxh vkSj bldk
vuqikyu lHkh laosnd@,tsalh ds }kjk fd;k tk;sxkA
<- f’kdk;r fuokj.k [Link] A&fu/kkZ
A& fjr ekudksa ds vuq:i tykiwfrZ lqfuf’pr djus foHkkx
}kjk ukxfjd vf/kdkj i= tkjh fd;k tk;sxk vkSj lHkh miHkksDrkvksa dks tykiwfrZ dh
fuckZ/k miyC/krk ds izfr tkx:d o l{ke cuk;k tk;sxkA yksd f’kdk;rksa ds fuokj.k ds
fy, dsUnzh;d`r f’kdk;r fuokj.k [Link] ¼Centralized Grievance Redressal
System½ dks l’kDr fd;k tk;sxkAA dkWy ,oa ,lŒ,eŒ,lŒ vk/kkfjr i+)fr }kjk
f’kdk;rksa ds fuokj.k ,oa miHkksDrk larqf"V vkdyu Hkh djk;k tk;sxkA lkFk gh] tykiwfrZ
;kstukvksa esa IoT Device ds ek/;e ls fØ;k’khyrk (Functionality) vkdyu fd;k
tk;sxkA
.k-
.k- f’kdk;r fuokj.k le;&lhek A&foHkkx
A& }kjk is;tykiwfrZ O;oLFkk ls lacaf/kr f’kdk;rksa ds
fuokj.k gsrq ukxfjd ?kks"[Link] i= (Citizen Charter) rS;kj fd;k tk;sxkA f’kdk;r
fuokj.k dh le;&lhek ejEefr esa yxus okys vkn’kZ vof/k vkSj miHkksDrkvksa dks Rofjr
is;ty dh miyC/krk ds vk/kkj ij fu/kkZfjr dh tk;sxh vkSj ;g lHkh lac) ds fy,
le:i ykxw gksxhA
 8 ॢबहर गजट [सधरण 25 अगत 2021

fuokj.k leh{kk
yksd f’kdk;r f'kdk;r fuokj.k vof/k
inkf/kdkjh inkf/kdkjh
tykiwfrZ ;kstuk esa fydst
lk/kkj.k (Minor) 12 - 24 ?kaVk
vlk/kkj.k (Major) 3 - 5 fnu
24 ?kaVk
eksVj iEi esa [kjkch ;kstuk Lrj ij ,d vfrjfDr eksVj
j[kk tk;sxk

lk/kkj.k ejEefr 24 ?kaVk

LVS.M iksLV dh ejEefr 24 ?kaVk duh; vfHk;ark@ dk;Zikyd
lgk;d vfHk;ark vfHk;ark
ty ehukj dh lQkbZ 15 fnu; ;fn foxr 6 ekg esa lQkbZ
ugha dh xbZ gks

3 fnu ;fn pipeline vkosnd ds

u;k x`g ty la;kstu@ x`g ty lehi gks
la;kstu foPNsnu 30 fnu ;fn ubZ pipeline fcNk;s
tkus dh vko’;drk gks

ty [Link]Ùkk dh tk¡p 03 fnu

r- tykiwfrZ ;kstuk dk vuqJo.k ,oa f’kdk;rksa dk fuLrkj.k A&tykiw A& frZ ;kstukvksa ds j[k
j[kko ,oa vuqj{k.k dk;Z ls lacaf/kr f’kdk;rksa dk fu"iknu yksd LokLF; izeaMy Lrj ls
fd;k tk;sxk vkSj bldk i;Zos{k.k ikf{kd :i ls v/kh{k.k vfHk;ark djsaxsA {ks=h; eq[;
vfHk;ark ekfld i;Zos{k.k dk dk;Z laikfnr djsaxsA
Fk-
Fk- izf’k{k.k ,oa dkS’ky fodkl A&nh?kZ
A& dkfyu dk;Z ;kstuk ds rgr j[k&j[kko ,oa vuqj{k.k
dk;Z esa layXu dfeZ;ksa] foHkkxh; inkf/kdkfj;ksa vkSj xzke iapk;r ,oa bldh lfefr;ksa dks
lalk/ku ,oa dkS’ky ;qDr cukus ds fy, yksd LokLF; vfHk;a=.k foHkkx ds fu;a=kf/ku
xfBr fcgkj jkT; ty ,oa LoPNrk fe’ku uksMy laLFkku gksxkA bl gsrq eq[;ea=h xzkeh.k
is;ty fu’p; ;kstuk liksVZ Q.M ls ;Fkk vuqeksfnr foÙkh; lgk;rk dks tkjh j[kk
tk;sxkA
n- v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr dk nkf;Ro A&yks A& d LokLF; vfHk;a=.k foHkkx
vkPNkfnr okMksZa esa v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr ds dk;Z ,oa nkf;Ro fuEuor
gksaxsA v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr dh vfuPNk ij okMZ lHkk }kjk p;fur
okMZ lfpo fuEuor~ nkf;Roksa dk fuoZgu djsaxs%&
• okMZ fØ;kUo;u ,oa izca/ku lfefr dh ekfld cSBd esa tykiwfrZ ;kstuk dh iEi
vkWijsVj ds lkFk leh{kk djuk(
• miHkksDrk] lfefr ds lkFk vkSj laonsd ds lg;ksx ls ty pkSiky dk ekfld
vk;kstu(
• [Link]Ùkk tk¡p gsrq ty uewuk rS;kj djuk(
• okMZ lHkk@xzke lHkk] fo|ky;ksa] vkaxuckM+h dsUnzksa ,oa vU; lkeqnkf;d xfrfof/k;ksa
esa is;ty ds lnqi;ksx] ty laj{k.k ij ppkZ djukA ty cckZnh djus okys
ifjokjksa@O;fDr;ksa dh igpku dj mUgsa is;ty ds egRo ds ckjs esa le>kuk(
• izR;sd eghus dh igyh ls nloha rkjh[k rd ekfld miHkksDrk izHkkj dh olwyh
vkSj okMZ fØ;kUo;u ,oa izca/ku lfefr ds [kkrs essa tek djkuk(
• le;&le; ij iapk;rh jkt foHkkx ds ijke’kZ ls yksd LokLF; vfHk;a=.k foHkkx
}kjk iznÙk vU; dk;ZA
v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr fu;fer :i ls duh; vfHk;ark] yksd
LokLF; vfHk;a=.k foHkkx }kjk cqykbZ xbZ leh{kk cSBdksa] izf’k{k.k@dk;Z’kkyk]
cSBd esa 'kkfey gksaxs vkSj le;&le; ij fn;s tkus okys funs’kksa&vuqns’kksa dk
lle; vuqikyu lqfuf’pr djsaxsA
 ॢबहर गजट [सधरण$ 25 अगत 2021 9

/k-
/k- tu lgHkkfxrk% tykiwfrZ ;kstukvksa ds j[k j[kko ,oa vuqj{k.k esa tu lgHkkfxrk c<+kus ds
fy, vko’;drkuqlkj leqnk; ds chp tkx:drk dk;ZØe vk;ksftr fd;s tk;saxsA blds
vykok ikuh lfefr dk xBu] ty pkSiky dk vk;kstu ,oa lkekftd vads{k.k Hkh
le;&le; ij djk;k tk;sxkA fo’ks"kdj ty [Link]Ùkk ls izHkkfor bykdksa] AE/JES
izHkkfor bykdksa esa lqjf{kr tykiwfrZ ;kstukvksa ds mi;ksx ds fy, yksxksa dks izsfjr fd;k
tk;sxkA foHkkx }kjk fofHkUu tulapkj ek/;eksa ls O;kid lkekftd tkx:drk vkSj
tulaidZ vfHk;ku pyk;s tk;saxsA
4- foÙk dh O;oLFkkA&tykiw
O;oLFkkA& frZ ;kstukvksa ds j[k j[kko ,oa vuqj{k.k gsrq fuf/k dh O;oLFkk ¼a½ iUnzgosa
foÙk vk;ksx vkSj NBk foÙk vk;ksx dh vuq’kalk ls xzke iapk;rksa dks izkIr gksus okys fuf/k ls ;k ¼b½ jkT; ljdkj
ds ;kstuk en ,oa ¼c½ xSj ;kstuk en ls foHkkx dks izkIr gksus okyh fuf/k ls dh tk;sxhA eq[;ea=h xzkeh.k is;ty
fu’p; ;kstuk liksVZ Q.M ls Hkh lg;ksxh xfrfof/k;k¡ (Support Activities) fØ;kfUor dh tk ldsxhA
5- vuqns’k esa la’kks/ku ,oa foLrkj dk izkf/kdkj% A&yks
A& d LokLF; vfHk;a=.k foHkkx }kjk vf/k"Bkfir
tykiwfrZ ;kstukvksa ds lapkyu] j[k&j[kko ,oa vuqj{k.k gsrq vuqns’k esa vko’;drkuqlkj la’kks/ku djus ds fy,
foHkkx vf/kd`r gksxkA
ftrsUnz JhokLro]
lfpoA
 10 ॢबहर गजट [सधरण 25 अगत 2021

yksd LokLF; vfHk;a=.k foHkkx }kjk vf/k"Bkfir tykiwfrZ ;kstukvksa ds

lapkyu] j[k&j[kko ,oa
,oa vuqj{k.k gsrq ekud lapkyu izfØ;k
1- vkRefuHkZj fcgkj ds lkr fu’p;&2 ¼lq’kklu ds dk;ZØe 2020&25½ ds varxZr ^LoPN xk¡o&le`)
xk¡o* fu’p; varxZr foHkkx }kjk vf/k"Bkfir tykiwfrZ ;kstukvksa ds nh?kZdkfyd j[k&j[kko ,oa vuqj{k.k dh O;oLFkk
dks lqfuf’pr fd;k tkuk gSA bl O;oLFkk ds rgr foHkkx }kjk ,d ikjn’khZ o tokcnsg O;oLFkk cukbZ xbZ gS] tks
;g lqfuf’pr djsxh fd tykiwfrZ ;kstukvksa dh lsok iznk;rk ds mPpre Lrj dks izkIr fd;k tk ldsA
2- lkekftd ,oa HkkSxksfyd ifjfLFkfr;ksa dks /;ku esa j[kdj foHkkx }kjk fofHkUu izdkj dh ikbZIM
tykiwfrZ ;kstuk,¡ rS;kj dh xbZ gSaA laonsd }kjk tykiwfrZ ;kstuk dk fuekZ.k ,oa rhu@N% ekg ds Vªk;y ju ds
ckn ;kstuk dk vkxkeh ik¡p o"kksZa rd lapkyu o j[k&j[kko fd;k tkuk gSA
3- tykiwfrZ ;kstuk ds j[k&j[kko ,oa vuqj{k.k gsrq xfrfof/k;k¡A&A&
3-1 iEi vkWijsVj }kjk tykiwfrZ fd;s tkus dh nSfud xfrfof/k
• tykiwfrZ iEi@eksVj dks lqcg pkyw djus ls igys ;g /;ku nsuk fd IykaV ds lHkh fctyh
rkj ,oa ikbZi dusD’ku lgh fLFkfr esa gksA
• VªhVesUV IykaV ds lHkh ikbZiksa ,oa rkjksa ds dusD’ku] iEi] fQYVj] oSlsy esa iz;qDr okYoksa dks
ns[kuk fd os lgh fLFkfr esa gSA
• iEi dks pkyw djus ls iwoZ ;g fuf’pr gksuk fd fQYVj fefM;k dk cSd ok’k vko’;d gS
;k ugha ¼vk;ju 'kqf)dj.k la;a= esa nSfud :i ls@¶yksjkbZM ,oa vk;ju 'kqf)dj.k la;a=
esa vko’;drkuqlkj½A ;fn cSd ok’k dh t:jr gks rks fQYVj fefM;k dk cSd ok’k djukA
• iEi dks pkyw djus ds mijkUr] fQYVj ,oa ikbZi ykbZu esa ty ds ncko ij yxkrkj /;ku
j[kukA
• okVj VSad ls vksHkj ¶yks dks fu;af=r j[kukA
• 'kq) is;ty dh mi;ksfxrk ,oa lnqi;ksx ij [Link] dks tkx:d djukA
• izfrfnu ikuh dh vkiwfrZ dh ek=k] fo|qr O;o/kku dk fooj.k] oksYVst] vkiwfrZ fd;s tk jgs
ty dh fQYM VsLV fdV ls tkap dj mUgsa ykWx cqd esa ntZ djukA
• iEi x`g ,oa ifjlj dks lkQ j[kukA
• ikuh dh [Link]Ùkk tk¡p gsrq ty uewuk laxzg gsrq miyC/k djk;s x;s cksry esa ty uewuk
laxzfgr djukA
• tykiwfrZ ls lacaf/kr f’kdk;rksa dks f’kdk;r iath esa vafdr djuk vkSj f’kdk;r fuokj.k
lqfuf’pr djkukA
3-2 iEi vkWijsVj }kjk dh tkus okyh nSfud] lkIrkfgd] ekfld ,oa okf"kZd j[k j[kko vkSj vuqj{k.k
xfrfof/k;k¡
xfrfof/k dh vof/k
Øe xfrfof/k;k¡
nSfud lkIrkfgd v)Zokf"kZd
1 2 3 4 5
fo|qr vkiwfrZ midj.k@lksyj iSuy ,oa iEi dh
1 
vidhfiax
2 'kqf)dj.k la;a= ds ikbZi dusD'ku dk fujh{k.k 
3 ty forj.k [Link] dk fujh{k.k 
4 x`g ty la;kstu dk fujh{k.k 
5 'kqf)dj.k la;a=@iEi gkml dh lQkbZ 
6 ;kstuk ifjlj dh lQkbZ 
7 LVksjst VSad dh lQkbZ ¼dsoy PVC gsrq½ 
ykWx cqd esa la;a= ds ifjpkyu dh vof/k vkfn dks
8 
ntZ djukA
¶yksehVj ,oa izs'kj xst ds jhfMax dks ykWx cqd esa
9 
ntZ djukA
 ॢबहर गजट [सधरण$ 25 अगत 2021 11

4- tykiwfrZ vuqJo.k [Link]&

a. tykiwfrZ ;kstukvksa dh real-time status monitoring gsrq ;kstuk esa IOT Device dk
izko/kku fd;k x;k gSa rFkk lHkh ftyk ds foHkkxh; izeaMy dk;kZy;ksa esa dsUnzhd`r
Dashboard ds ek/;e ls rFkk jkT; Lrj ij foHkkxh; eq[;ky; esa dsUnzhd`r Dashboard
ds ek/;e ls lrr functionality dh fuxjkuh dh tk;sxhA Dashboard ij tykiwfrZ
ckf/kr@cUn gksus dh lwpuk izkIr gksrs gh ,rn~ laca/kh lans’k lacaf/kr xzke iapk;r ds laosnd
,oa ^ejEefr ny* dks SMS ls Hkstk tk;sxkA lkFk gh duh; vfHk;ark] lgk;d vfHk;ark vkSj
dk;Zikyd vfHk;ark dks Hkh SMS ls izkIr gksxkA bls jkT; Lrjh; f’kdk;r fuokj.k dks"kkax
esa Hkh f’kdk;r ds :i esa ntZ dj fuokjd xfrfof/k laikfnr djkbZ tk;sxhA fu/kkZfjr le;
lhek esa f’kdk;r dk fujkdj.k ugha gksus ij iqu% lwpuk dk;Zikyd vfHk;ark@lgk;d
vfHk;ark@duh; vfHk;sark dks nh tk;sxh] tks foHkkxh; ^ejEefr ny (QRT)* ds ek/;e ls
mDr dk;Z dks djk;saxsA ;g O;oLFkk vkWuykbZu lkW¶Vos;j ds ek/;e ls lEikfnr ,oa
vuqJfor gksxkA v/kh{k.k vfHk;ark Lrj ds inkf/kdkjh bldk nSfud vuqJo.k djsaxs vkSj muds
lg;ksxkFkZ 04 dk;Zikyd vfHk;ark@lgk;d vfHk;ark Lrj ds inkf/kdkjh gksaxs] tks
functionality dks lqfuf’pr djk;saxsA
b. duh; vfHk;ark vkSj lgk;d vfHk;ark }kjk tykiwfrZ ;kstuk dk foHkkxh; funs’kkuqlkj
fujh{k.k djsaxs vkSj izfrosnu Mobile App ds ek/;e ls State MIS ij izfrosfnr fd;k
tk;sxkA fujh{k.k izfrosnu esa vafdr lq/kkjkRed fcUnqvksa dks lacaf/kr xzke iapk;r ds ^ejEefr
ny* dks Hkstk tk;sxk vkSj Rofjr lwpuk dk;Zikyd vfHk;ark dks Hkh izsf"kr dh tk;sxhA bls
jkT; Lrjh; f’kdk;r fuokj.k dks"kkax esa Hkh f’kdk;r ds :i esa ntZ dj fuokjd xfrfof/k
laikfnr djkbZ tk;sxhA fujh{k.k [Link] iEi gkml esa j[ks x;s iath esa Hkh vafdr fd;k
tk;sxkA
c. foHkkxh; inkf/kdkfj;ksa ds }kjk fu;fer :i ls ;kstukvksa dk fujh{k.k fd;k tk;sxk vkSj
izfrosnu Mobile App ds ek/;e ls State MIS ij izfrosfnr fd;k tk;sxk&
inkf/kdkjh ekfld :i ls fujh{k.k dh tkus okyh
U;wure ;kstuk,a
{ks=h; eq[; vfHk;ark 10
v/kh{k.k vfHk;ark 15
dk;Zikyd vfHk;ark 15
lgk;d vfHk;ark 20
duh; vfHk;ark 25
d. v/;{k] okMZ fØ;kUo;u ,oa izca/ku lfefr (WIMC) ds }kjk fuxjkuh% v/;{k] okMZ
fØ;kUo;u ,oa izca/ku lfefr dks tykiwfrZ ;kstuk ds izFke lwpd ds :i esa ukfer fd;k
tk;sxkA mUgsa fuEufyf[kr dk;Z&nkf;Roksa ds fy, fo’ks"k :i ls izf’kf{kr fd;k tk;sxk&
i. tykiwfrZ ;kstuk dk forj.k [Link] dk nSfud :i ls fujh{k.k djuk vkSj =qfV;ksa
dks jkT; Lrjh; Vksy Ýh uEcj ij iathd`r djkuk(
ii. izR;sd ekg ds izFke o`gLifrokj dks ^okMZ fØ;kUo;u ,oa izca/ku lfefr* ds lkFk
ykHkqd efgykvksa dh ekfld cSBd vk;ksftr dj tykiwfrZ ;kstuk dh dk;Z
leh{kk@lkeqnkf;d tkx:d djuk ¼ty pkSiky yxkuk½ vkSj cSBd ds lkjka’k
dks Mobile App ds ek/;e ls lk>k djuk(
iii. okMZ {ks= esa tykiwfrZ ;kstuk ls lacaf/kr leL;kvksa dks f’kdk;r iath esa ntZ
djuk vkSj mlds fuokj.k esa ejEefr ny dks lg;ksx nsuk(
iv. foHkkxh; Vksy Ýh uEcj 18001231121 ds ek/;e ls f’kdk;rksa dks fucaf/kr djkus
esa leqnk; dks lg;ksx nsuk(
v. foHkkx }kjk miyC/k djk;s tkus okys fQYM VsLV fdV ls ty [Link]Ùkk fuxjkuh
vkSj blds [Link] dks LFkkuh; leqnk; ds chp lk>k djuk(
vi. ty [Link]Ùkk vuqJo.k gsrq ty uewuk dks ,df=r djuk ,oa ty tk¡p
iz;ksx’kkyk esa HkstukA
12 ॢबहर गजट [सधरण 25 अगत 2021

e. tykiwfrZ ls lacaf/kr f’kdk;rksa ds fuca/ku gsrq ;kstuk Lrj ij ,d f’kdk;r iath miyC/k
gksxh] ftls iEi vkWijsVj }kjk bPNqd O;fDr;ksa dks miyC/k djk;k tk;sxkA iEi vkWijsVj dk
nkf;Ro gksxk fd og tykiwfrZ ;kstuk ls lacaf/kr lHkh f’kdk;rksa dks vafdr djsa vkSj f’kdk;r
fuokj.k gksrs gh 24 ?kaVs ds vUnj bls v|ru djsA okMZ fØ;kUo;u ,oa izca/ku lfefr
(WIMC) v/;{k bldk fu;fer :i ls fujh{k.k djsaxs vkSj f’kdk;r fuokj.k ds dk;Z dks
lR;kfir djsaxsA izR;sd ekg ds izFke o`gLifrokj dks vk;ksftr gksus okys ^ty pkSiky* esa
f’kdk;r iath j[kh tk;sxh vkSj ml ij ppkZ gksxhA duh; vfHk;ark ekfld :i ls f’kdk;r
iath dk fujh{k.k dj blesa viuh [Link] vafdr djsaxsA
f. yksd LokLF; izeaMy Lrj ij LFkkfir fu;a=.k d{k esa Hkh izkIr gksus okyh f’kdk;rksa dk
fuca/ku vkSj fujkdj.k ls lacaf/kr lwpukvksa dk la/kkj.k fd;k tk;sxkA fu;=a.k d{k dk
lapkyu lgk;d vfHk;ark ¼eq[;ky;½ dh ns[k&js[k esa fd;k tk;sxk vkSj os f’kdk;rksa ds
lle; fujkdj.k ds fy, [Link]% tokcnsg gksaxsA dk;Zikyd vfHk;ark lkIrkfgd :i ls
fu;a=.k d{k dk fujh{k.k djsaxs vkSj f’kdk;r fuca/ku iath esa viuh [Link] vafdr djsaxsA
ftrsUnz JhokLro]
lfpoA

————

[ध¡क स०चवलय म१णलय

ॢबहर पटन हर क०शत eव# म१ॢत?
ॢबहर गजट [सधरण 732%5'1+10%ड+ट,+प+?
Website: [Link]
END OF RFP FOR CGRC IN PHED, BIHAR

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