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No.1/41/2009-IR(Vol.II)Government of IndiaMinistry of Personnel, Public Grievances and PensionsDepartment of Personnel & TrainingNorth Block, New Delhi-110001Dated:27.6.2012NOTICEThe replies to the queries raised by the firms who participatedin the pre-bid conference on 19.6.2012 of the Project "RTI Call centreand portal" and the queries received through email are attached.Also attached is a copy of the figure 6 from Volume I on deploymentarchitecture which was missed in the RFP.503-SN CUR,(Sadta Nair)Under Secretary(IR)
Figure 6 :Deployment Architecture
Department of Personnel Training (DOPT)S.No Ref. cationIs their a location preference for the IA to setup and operate the Preferred Location : NCR Region, BSNL Zonecall center from?1.02SolutionsDo we have an existing logical prescribed script available IVRfunctionality?1.03SolutionsDisconnected calls & subsequent callbacks from the customerYes ! Will be agregated if it is within 10 secondwill be aggregated for qualifying a payment eligibility subject tothe 10 second rule applicable to the aggregate.Please confirm.1.04OperationsAgainst the given volumes of RTI application and first appeals,what has been the historical trend on status requests and RTIFAQ's?At present, act does not provide for seeking status request1.05TechnologyIs there a preference on the expected telephony environmentAvaya/CiscoNo specific preference1.06OperationsPayment terms limit payment to per connect minute, howeverCall payment is separatePortal SLAs indicate a penalty on Portal O&M amount. Can this be Portal SLAs are Separateclarified?1.07SolutionsCan Department of Personnel & Training provision a uniformPlease refer RFP Volume 1 at point 2.1percentage (of the total RTI applications received) for all thebidders from the volume standpoint ? The same shall help all thebidders arrive at their respective costing and hence facilitate afair comparative evaluation.1.08Bid ManagementCan the final submission date be pushed by a week, given thatmost of the questions/clarifications have happened today?Not available nowDepartment shall consider1/78
Department of Personnel Training (DOPT)S.No Ref. 12.01 Vol-1Ref.21.3.3ReferenceCC ExecutiveQueryIndirect interface at portal will be intranet of internet . Withlimit of logins2.02 Vol-12.03 Vol-11.3.32.1.1CC ExecutiveCall centercommunicationchannelCan this be integrated with CRMCC Executive shall access the CRMHow is the procedure for deduction amount from his phone bill if Landline & Mobilehe is prepaid subscriber[Pan India Operators]2.04 Vol-13.1.1setup of CCIVRS flow chart with content and recording filesYes2.05 Vol-16.3 ( b)Reports from callcentrestandard format required for reports and billingShall be standardized once the SA is identified2.06 Vol-310.2 ( a )first call resolutionwill they consider repeat call if yes than what is the definition of 1. Call cannot exceed 24 minutes. If it exceeds, it would berepeat call and the calculation methodrepeat calls2. Any call repeated shall be a fresh call3. Any call within 10 seconds shall be agregated call.4. Any call after 10 seconds shall be considered repeat callsEmailImplementationAgency shouldimplement an Emailsystem which shallsupport the emailrequirementsspecified in this RFPWould DOPT would provide email id with smpt access for sending DoPT shall facilitate with a domain nameemail notification. If Implementation agency to provision smtpEmail shall be managed by the SPgateway for email alert/ notification, please confirm.2.07 5.3.2.1Response/ClarificationCC Executive shall access the CRM2/78
Department of Personnel Training (DOPT)S.No Ref. 12.08 8Ref.2ReferenceSetup, Operate andThe ImplementationMaintain RTI Call Centre Agency can use itsexisting Call Centrefacility or choose toset up the Call Centreto provide servicesand service levelsspecified in thisRequest for Proposal.QueryCan Implementation Agency propose its existing technologyYesInfrastructure (IVRS, ACD, Logger, Network etc supporting othercustomers ) on a logically separated network for DOPT call centreservices ? Deployment of dedicated state of the art call centreInfrastructure would be an expensive solution therefore wesuggest for a shared IT infrastructure for call centre services on alogically separated VLAN.2.09 3.1.1Setup, Operate andThere is no provision It has been mentioned that no provision of outbound calls. ThisYes (Outbound calls not allowed)Maintain RTI Call Centre of outbound calls to indicates that Implementation agency not to provision any dialer.take care of activities Please confirmstated in point (c)above.2.10 3.1.1Setup, Operate andThe ImplementationMaintain RTI Call Centre Agency can use itsexisting Call Centrefacility or choose toset up the Call Centreto provide servicesand service levelsspecified in thisRequest for Proposal.However, in both theabove cases, cost ofcall Centre setup/operations/maintenance shall befactored in thequoted “per connectminute” rate in thecommercial bid.PRI lines for both the tolled numbers would be owned andprovisioned by DOPT. Our understanding on Service providerscope is that to coordinate with the TSP for the termination ofthe link. Please confirm.Response/ClarificationYes3/78
Department of Personnel Training (DOPT)S.No Ref. 12.11 3.1.1Ref.2ReferenceQuerySetup, Operate andImplementationCan DOPT share the IVR flow ?Maintain RTI Call Centre Agency shall designand develop therequired InteractiveVoice ResponseSystem flow inconsultation with theDepartment ofPersonnel & Training.Response/ClarificationNoDOPT shall share the same with the domain expert2.12 3.1.1Setup, Operate andImplementationWould this link cost would be a part of the connect minutes orMaintain RTI Call Centre Agency shall provide would be charged to DOPT separately ? Please confirma dedicated link withappropriatebandwidth betweenthe Call Centre andthe Data Centre /Disaster recoveryCentre for enablingthis periodic datatransfer.1. IA has to bundle the cost with commercials2. Department shall not provision2.13 3.1.1Setup, Operate andThe software licenses Would this software cost would be a part of the connect minutes 1. IA has to bundle the cost with commercialsMaintain RTI Call Centre required for theor would be charged to DOPT separately ? Please confirm2. Department shall not provisiondeployment of Portalmust be perpetuallicenses purchased inthe name ofDepartment ofPersonnel & Training.4/78
Department of Personnel Training (DOPT)S.No Ref. 12.14 4.2.6.3Ref.2SMS GatewaySpecificationsReferenceImplementationAgency should buildcapabilities to link tothe SMS Gatewayhosted by third party2.15 RFPUSE AND ACQUISITION OF In case of call centre,Volume IIIASSETS ( # a, h)portal, DC & DR, take(2.7)all reasonable andproper care of theentire hardware andsoftware, network orany other informationtechnologyinfrastructurecomponents used forthe Project and otherfacilities leased /owned by theImplementationAgency exclusively interms of the deliveryof the Services as perthis Agreement(hereinafter the“Assets”) inproportion to theiruse and control ofsuch Assets whichwill include allupgrades/enhancements andimprovements tomeet the currentneeds of the ProjectQueryOur understanding is that the DOPT would provision the smsgateway through a third party and whatever charges foroutgoing/incoming sms would be under the scope DOPT.Implementation Agency scope is to integrate the sms with theportal. Please confirmResponse/Clarification1. IA has to bundle the cost with commercials2. Department shall not provisionDoes this means that all call centre IT equipments including,YesIVRS, ACD, Voice Logger, domain controller, NetworkInfrastructure, servers, Desktops, SAN etc would be dedicated forRTI call centre & Portal services ?5/78
Department of Personnel Training (DOPT)S.No Ref. 1Ref.2Reference2.16 USE ANDIn case of call centre, Can ImplementationACQUISITI portal, DC & DR, take all agency propose aON OFreasonable and proper shared TechnologyASSETS ( #care of the entireInfrastructure (IVRS,a, h)hardware and software, ACD, Logger, domainRFPnetwork or any other controller, NetworkVolume III information technology Infra) on a secured(2.7)infrastructurelogically separatedcomponents used for the VLAN for DOPTProject and otherservices.facilities leased / ownedby the ImplementationAgency exclusively interms of the delivery ofthe Services as per thisAgreement (hereinafterthe “Assets”) inproportion to their useand control of suchAssets which will includeall upgrades/enhancements andimprovements to meetthe current needs of theProject2.17 3.1.2QueryResponse/ClarificationRTI Infra shall be exclusive for this projectDevelop, Implement and The software licenses Does this include all the Server OS, database licenses and other YesMaintain RTI Portalrequired for thesoftware required for deployment of of portal at Primary and DR Sharing with other systems is not alloweddeployment of Portal data centre. Please clarify and elaborate.must be perpetuallicenses purchased inthe name ofDepartment ofPersonnel & Training.6/78
Department of Personnel Training (DOPT)S.No Ref. 12.18 3.1.2Ref.2ReferenceQueryDevelop, Implement and The software licenses The cost of the software procured on DOPT name would beMaintain RTI Portalrequired for thecharged separately or would have to be included in the connectdeployment of Portal minute cost. Please clarifymust be perpetuallicenses purchased inthe name ofDepartment ofPersonnel & Training.Response/ClarificationThe IA shall bear all the costs. However, the licences shall bebought only in the name of the department2.19 2 Solution call Centre which wouldOverviewprovide information onRTI Act, file RTI / Firstappeal applications overthe phoneWe assume that thevalidations towards acomplete informationfor RTI/First Appealapplications would beprovided by theMinistry. PleaseconfirmIA's domain expert shall facilitate2.20 2 SolutionOverviewHow to authenticateresidents to providetracking informationto them, e.g. URN,Phone Number etc.IA to come out with a solutionb. Web PortalDevelop aportal which wouldprovide information onRTI Act, file RTI / firstappeal application onlineand track theapplication/first appealstatus and maintain thePortal.7/78
Department of Personnel Training (DOPT)S.No Ref. 12.21 2 SolutionOverviewRef.2Call Centre and Portalwould be integrated toensure timelyinformation flow to andfro between Call Centreand the Portalapplication2.22 2 SolutionOverviewSends response toWhat all detailsapplicant electronically needs to beand by postcaptured, e.g. name,demographicinformation,preferred mode forgetting response etc.RFP provides complete detailsIA shall come out with an optimal solution, which shall beexamined by the department before deployment.IA's domain expert shall facilitate2.23 2 SolutionOverviewIs there any need toverify the applications/appeals before it isvisible to the RTIofficials on the portalAll inputs received shall be transmitted to the concernedDepartment2.24 2 Solution The Portal applicationOverview will be hosted on serversto be located in DataCentreReferenceWill the updates tothe portal be realtime? If so, are wesupposed to maintaina common database?Will this be theImplementationAgency 'Data Center'or elsewhere? PleaseclarifyQueryResponse/ClarificationYesIf the databases are not common, they have to besynchronisedData center shall be at the IA's control while department shallexplore possibilities of strategic controls8/78
Department of Personnel Training (DOPT)S.No Ref. 1Ref.22.25 2 Solution The Portal applicationOverview will be hosted on serversto be located in DataCentreReferenceIf the portal is hostedon some other datacenter, will theImplementationAgency be providedremote is is in the IA's scope2.26 2 Solution 2.2 Proposed Alternate Send an RTIOverview Communication Channels application/Firstappeal directly bypost to the CentralGovernment PublicAuthorityWill the Implementation Agency key in the details on the PortalNo2.27 2 Solution 2.2 Proposed Alternate Send an RTIOverview Communication Channels application/Firstappeal directly bypost to the CentralGovernment PublicAuthorityIf the answer to above is YES, is the implementation agencysupposed to scan the hardcopy and tag it with the createdrecord/ticket?Scanning to be undertaken by public authority2.28 2 Solution 2.2 Proposed Alternate RTI requests via allWhat role would the Implementation Agency have in casesOverview Communication Channels the above mentioned wherein the RTI Application is directly filed on Portal?channels shall belogged in theproposed Portalapplication.The IA shall route the application to the department.2.29 2 Solution2.2.1 Call CentreThe mandatoryOverview Communication Channel requirement is tocharge RTIapplication fee(Rs.10/-) from thecaller withoutphysical transactionof moneyYESWill there be any integrations required on the Call Centerapplication OR the portal towards this?9/78
Department of Personnel Training (DOPT)S.No Ref. 1Ref.2Reference2.30 2 Solution2.2.1 Call CentreThere will also be aOverview Communication Channel provision forinforming applicantsof their UniqueReference Numbers(URN) through SMSQueryWill the ministry be sharing the SMS Vendor details and therequired API or is it for the Call center to choose from?Response/Clarification2.31 2 Solution2.2.1 Call CentreOnce the Caller willOverview Communication Channel make the payment ofstatutory RTI feeagainst its URN bycalling/ sending SMSto “RTI fee line”,then only afterreceiving theconfirmation of thepayment of RTI feeWhat kind of integration is expected towards this procedure? Will IA shall fetch the informationthe "RTI field line" respond back with the URN and confirmationonline or the Implementation Agency needs to fetch thisinformation?IA may choose2.32 2 Solution2.2.1 Call CentreCaller is required to Will the URNs wherein the statuary fee is not received within 24Overview Communication Channel make payment ofhrs, be flagged off from the database?Statutory RTI feewithin 24 hours ofreceiving the UniqueReference Number.1. It shall be flagged off2. The citizen shall be intimated2.33 2 Solution2.2.1 Call CentreThe Call Centre will Will the portal be expected to support both English as well asOverview Communication Channel currently supportHindi?operations in twolanguages – Hindi andEnglishYes2.34 2 SolutionOverviewIA shall come out with a solution2.2.1.1 Call CentreAccess NumbersURN NumberWhat would be the naming convention of the URN Number?10/78
Department of Personnel Training (DOPT)S.No Ref. 1Ref.2ReferenceQuery2.35 2 Solution2.2.2 Web PortalA provision will beWill ministry be proving the Implementation Agency with the SMS NoOverview Communication Channel made to send Unique and Email User credentials?Reference Numbersto citizens by SMSand or e-mail afterthe submission oftheir RTI applicationsResponse/Clarification2.36 2 Solution2.2.2 Web PortalA provision will beWill ministry be proving the Implementation Agency with the SMS IA shall work out for a solution with domain expertOverview Communication Channel made to send Unique and Email Templates?Reference Numbersto citizens by SMSand or e-mail afterthe submission oftheir RTI applications2.37 2 Solution2.2.2 Web PortalThere will be aWill the ministry be providing the formats for various reportsOverview Communication Channel Managementrequired?Information System inthe Portal to bedeveloped byImplementationAgencyYes2.38 2 Solution2.2.2 Web PortalWill the ministryOverview Communication Channel provide with theaccess privilegesdetails for MISsection, i.e. Whichuser can view what?Yes11/78
Department of Personnel Training (DOPT)S.No Ref. 12.39 2 SolutionOverviewRef.22.2.2.1 PaymentGateway serviceReferenceThe provision of apayment gatewayfacility allowscitizens to pay theirRTI application feeonline (via Portalchannel) using anyVisa/MasterCredit/Debit card orusing InternetBanking facilityQueryWill there be only portal based payment gateway?Response/ClarificationYesdetails of designate bank shall be intimated to the IA byDepartment2.40 2 SolutionOverview2.2.2.1 PaymentGateway serviceThe provision of apayment gatewayfacility allowscitizens to pay theirRTI application feeonline (via Portalchannel) using anyVisa/MasterCredit/Debit card orusing InternetBanking facilityWill there be any requirement of IVR based payment gateway?Yes2.41 2 SolutionOverview2.2.2.1 PaymentGateway serviceCard details ofcitizens will beprotected byencrypting the dataon a Secure SocketLayer (SSL)connectionWho would certify the required integration on the Portal? Willonly the listed third party auditors be authorized to do so?All Government of India portals are subject of audits byprescribed 3rd Party Audit Agency (3PAA). In this case also a3PAA shall be involved prior to Pilot Golive12/78
Department of Personnel Training (DOPT)S.No Ref. 12.42 2 SolutionOverviewRef.22.2.2.1 PaymentGateway serviceReferenceCard details ofcitizens will beprotected byencrypting the dataon a Secure SocketLayer (SSL)connectionQueryWill there be any involvement of the Ministry towards coordination with SBI?Response/ClarificationDepartment shall facilitate the same2.43 2 SolutionOverview2.2.2.1 PaymentGateway serviceCard details ofcitizens will beprotected byencrypting the dataon a Secure SocketLayer (SSL)connectionWill there be any involvement of the Ministry towards coordination with Auditing agency?Department shall facilitate the same2.44 2 SolutionOverview2.2.2.1 PaymentGateway serviceCard details ofcitizens will beprotected byencrypting the dataon a Secure SocketLayer (SSL)connectionWill the ministry provide the Implementation Agency with itsmerchant credentials of SBI?Department shall facilitate the same2.45 2 SolutionOverview2.2.2.1 PaymentGateway servicePayment GatewayWhat all details is the Implementation Agency expected to tagshall then send awith the record?response back toDepartment ofPersonnel & TrainingPortalThis shall be as per the prescribed norms in online paymentmechanims of other Core GoI portals2.46 2 SolutionOverview2.2.2.1 PaymentGateway servicePayment GatewayIs the Implementation Agency expected to keep record of allshall then send aattempts made at the payment gateway OR only the last one?response back toDepartment ofPersonnel & TrainingPortalYes13/78
Department of Personnel Training (DOPT)S.No Ref. 12.47 2 SolutionOverviewRef.22.2.2.1 PaymentGateway serviceReferenceRTI Portal shall alsoconduct anindependentverification of thecompletedtransaction directlywith the PaymentGateway server2.48 2 SolutionOverview2.2.2.1 PaymentGateway serviceSandbox/Developmentenvironment isrequired for paymentgateway integration.Pls confirm on whowould provide beproviding this?QueryPlease elaborate on the type of connectivity of the Portal withthe Payment Gateway here.Response/ClarificationIA shall come out with a proposal in this regardIA shall ensure one2.49 2 Solution 2.2.3 Dropped calls or Dropped CallOverview Web Portal InterruptionsDoes this section/workflow applies to abandoned calls also?Yes2.50 2 Solution 2.2.3 Dropped calls or Dropped CallOverview Web Portal InterruptionsWill there be any duplicity check involved with respect to suchapplications for out calling? If so, what would be the logic?No outcalling allowed2.51 2 Solution 2.2.3 Dropped calls or Portal shall auto save Will the saving be automated for every field or is this sectionOverview Web Portal Interruptions applicationsbased?periodicallySection Based preferred14/78
Department of Personnel Training (DOPT)S.No Ref. 1Ref.2Reference2.52 2 Solution 2.2.3 Dropped calls or Portal users to beOverview Web Portal Interruptions able to retrieve lastsaved applicationstatus in case theirconnectivity to thePortal is disruptedQueryResponse/ClarificationSince the URN would not be available to the user up to this point Logon transaction may be utilisedof time, how does the user searches for the record?2.53 2 Solution 2.2.3 Dropped calls or the solution shall beOverview Web Portal Interruptions designed to retainthe incomplete RTIapplications / firstappeals only for aperiod of 12 hoursAre these records to be removed after 12 hours?Should not be removed, they have to be archived2.54 2 SolutionOverview2.2.4 Department ofPersonnel & TrainingApplications dealing withsubjects related todifferent central publicauthoritiesthe nodal CentralPublic InformationOfficer will have thefacility to forwardthe application tomultiple CentralPublic InformationOfficers via thePortalWhat would be the maximum number of forwarding's required?This is in the Department's scope. Department shall have fullcontrol on unlimited forwarding2.55 2 SolutionOverview2.2.4 Department ofPersonnel & TrainingApplications dealing withsubjects related todifferent central publicauthoritiesthe nodal CentralPublic InformationOfficer will have thefacility to forwardthe application tomultiple CentralPublic InformationOfficers via thePortalWill the Nodal Authority be breaking the relevant informationand assigning/forwarding to the required department?This is in the Department's scope. Department shall have fullcontrol on unlimited forwarding15/78
Department of Personnel Training (DOPT)S.No Ref. 12.56 2 SolutionOverviewRef.22.2.4 Department ofPersonnel & TrainingApplications dealing withsubjects related todifferent central publicauthorities2.57 3 Scope ofWork3.1 Scope of WorkReferencethe nodal CentralPublic InformationOfficer will have thefacility to forwardthe application tomultiple CentralPublic InformationOfficers via thePortalQueryWe presume that the Ministry would provide with the completemappings for escalations. Please confirm?Provisioning of Data Will this data center/DR site be at Implementation Agency'sCentre– Disasterpremises OR somewhere else?Recovery services forhosting of RTI PortalResponse/ClarificationThis is in the Department's scope.Not mandatory to be present at the IA's premises.Preferably, either DC or DR shall be in the NCR while theother (DR or DC) shall be at a different seismic zone2.58 3 Scope of 3.1.1 Setup, Operate and This CustomerPlease elaborate.WorkMaintain RTI Call Centre RelationshipManagementapplication shall actas a temporarystorage location forRTI Application/Firstappeals.Until the application gets passed through the portal to theconcerned department, it shall be in the CRM zone notexceeding 24 hours2.59 3 Scope of 3.1.1 Setup, Operate and ImplementationAs per understanding the Implementation Agency is supposed toWorkMaintain RTI Call Centre Agency shall build a create the initial set of FAQ. Will there be information sharedFAQ database for Call from the ministry on any additions/modifications to the FAQ?Centre agents byconducting a study ofthe functioning ofselect 10 CentralPublic Authorities toprepare the sameDepartment shall facilitate the same in the beginning.However, the Domain expert shall play a vital role informulation of the same16/78
Department of Personnel Training (DOPT)S.No Ref. 1Ref.2Reference2.60 3 Scope of 3.1.1 Setup, Operate and ImplementationWorkMaintain RTI Call Centre Agency shall build aknowledge bank ofinformation for allCentral PublicAuthorities.QueryDoes the Ministry envisage a tool in portal for submission ofKnowledge Base documents by the Nodal Officers OR it wouldonly be done by Implementation Agency?Response/ClarificationThis is in the scope of IA2.61 3 Scope of 3.1.1 Setup, Operate and ImplementationDoes the Implementation Agency need to append all the recordsWorkMaintain RTI Call Centre Agency shall develop OR records matching certain conditions?suitable integrationinterface to enableinformation exchangebetween Call Centreand RTI Portal.All records2.62 3 Scope of 3.1.1 Setup, Operate and In case ofWhat level of testing would be conducted by the Third PartyWorkMaintain RTI Call Centre involvement of Third appointed by the Ministry?Party testing agencyby Department ofPersonnel & Training3PAA shall conduct a thorough audit of RFP conformity,Security of Portals, Security at Call Centres17/78
Department of Personnel Training (DOPT)S.No Ref. 1Ref.2Reference2.63 3 Scope of 3.1.1 Setup, Operate and third party auditWorkMaintain RTI Call Centre agency to conductscheduled andunscheduled qualityaudits on a regularbasis.ImplementationAgency to providecomplete support tothe third party auditagency. Deficienciesfigured out in theseaudits shall berectified byImplementationAgency at noadditional costQueryPls clarify, if this development would only be part ofagreed/signed off SRS? Anything beyond, would have associatedcharges.Response/ClarificationAnything beyond the scope shall be treated as a separate CCN(Change Control Note)2.64 3 Scope of3.1.2 Develop,Portal applicationWorkImplement and Maintain should adhere toRTI PortalOpen and IndustrystandardsPls elaboratePlease refer www.mit.gov.in for details of open standards2.65 3 Scope of3.1.2 Develop,The software licenses Is the Ministry looking for COTS product for the Portal?WorkImplement and Maintain required for theRTI Portaldeployment of Portalmust be perpetuallicenses purchased inthe name ofDepartment ofPersonnel & Training1. System software licences shall be in the name ofDepartment (perpetual)2. COTS , if need be shall be implmented by the IA. However,the COTS usage licence shall be in the name of Department2.66 3 Scope of3.1.2 Develop,WorkImplement and MaintainRTI Portal18/78
Department of Personnel Training (DOPT)S.No Ref. ementationWill the ministry co-ordinate OR the Implementation Agency gets Department shall identify a 3PAAAgency to ensure that this audited at their end from the list of accredited Auditors?the Portal applicationis tested / accreditedby a third partysecurity audit agencybefore integratingwith the bankspayment gateway.2.68 3 Scope of3.1.2 Develop,ImplementationWill the ministry provide the list of accredited security auditors? Department shall provideWorkImplement and Maintain Agency is responsibleRTI Portalto get the Portal’sSecurity AuditCertification from athird party SecurityAuditor.2.69 3 Scope ofWork2.70 4TechnicalRequirements3.1.4 Training toImplementationWhat would be the frequency of such trainings in O & M phase?Government Personnel Agency shall provideon Portalexpert Portalapplication trainersto train CentralPublic InformationOfficers, AppellateAuthorities, andCentral PublicAuthority officials onthe use of Portal4.3 Data CentreMechanism to alertthe right peopleabout inappropriateactivity in PortalenvironmentWhat would be the mode for sending these alerts?Department shall work out a strategy in this regard.However, the periodicity expected is at 1 training per quarterAll modes of alerts (as being practiced in the industry) aredesirableExample: SMS, Email, BMS etc19/78
Department of Personnel Training (DOPT)S.No Ref. 1Ref.22.71 4Is there any need to haveTechnicalinternal escalationRequirem matrix or call transfer/entsconference facility tocontact centersupervisor or RTI officialReferenceQueryResponse/ClarificationIt is desirable2.72 55.1 Generic FunctionalFunctionalRequirementsRequirementsFR2 The systemWe assume that the initial list is provided by the Ministry. Doesshould have built in the Implementation Agency needs to maintain the list OR do wedirectory of all public provide the nodal officer to update the lists whenever required?authorities.IA shall maintain a list.Any update on the same shall be communicated by theDepartment2.73 55.1 Generic FunctionalFunctionalRequirementsRequirementsFR15 The systemWe assume that there would be limited fields for edit. Kindlyshould not allowclarify.editing/deletion oflogged RTIapplication/firstappeal records whichshall include bothtext and voice by anyuser of the system.IA/Citizen shall not be allowed to edit the entries at any point20/78
Department of Personnel Training (DOPT)S.No Ref. 12.74 5FunctionalRequirementsRef.25.3.2 Functionalrequirements of WebPortalReferenceQueryFR70 Portal shouldWe assume that the first version would be supporting Hindi andallow RTIEnglish. Pls confirm.application/firstappeal to be enteredin Hindi and English,scalable to includeother scheduledlanguages over aperiod of timeServices shall beoffered in multiplelanguages under thesame terms andconditions as in Hindi& English.2.75 5FunctionalRequirements5.3.2 Functionalrequirements of WebPortalFR73 Portal shouldWe assume that the Ministry would be providing all the forms. Pls The understanding is correctprovide downloadable confirm.forms.2.76 Volume IIIClause 5.1 (i)Breach, Rectification Serco Proposes that DOPT should give a notice of at least 30 days The clause in RFP remains unchangedand Terminationto Serco to remedy the breach under the agreement.2.77 Volume IIIClause 5.1 (ii)Breach, Rectification DOPT's right to terminate to be invoked only where there is aand Terminationdelay by Serco of not less than 3 weeks in projectimplementation phase.2.78 Volume IIIClause 5.1(b)Breach, Rectification Serco proposes that this clause should operate only where suchThe clause in RFP remains unchangedand Terminationresulting entity so not financially viable or is a direct competitorof DoPT.2.79 Volume IIIClause 5.2Termination onSerco proposes this clause to operate mutually.Ground of BankruptcyResponse/ClarificationThe understanding is correctThe clause in RFP remains unchangedThe clause in RFP remains unchanged21/78
Department of Personnel Training (DOPT)S.No Ref. 12.80 Volume IIIRef.2Clause 5.4ReferenceLiquidated DamagesQueryIt is suggested that we propose such a fixed percentage value ofapplicable damages under this contract. If we desire to agree tothis clause as is, we would require concerned CXO's approval.Response/ClarificationThe clause in RFP remains unchanged2.81 Volume IIIClause 6.2Third Party ClaimsSerco proposes this clause to operate mutually.The clause in RFP remains unchanged2.82 Volume IIIClausen 6
of outbound calls to take care of activities stated in point (c) above. It has been mentioned that no provision of outbound calls. This indicates that Implementation agency not to provision any dialer. Please confirm Yes (Outbound calls not allowed) 2.10 3.1.1 Setup, Operate and Maintain RTI Call Centre The Implementation Agency can use its
