288 40521 Tender Documents

Volume-I of 3 – RFP for Selection of MSP for implementation of ITMS for BEST Undertaking
Request
equest for Proposal (‘RFP’)
For
Selection of Managed Service Provider
for Implementation of Intelligent
Transport Management System (ITMS)
for BEST Undertaking
Tender No: DMM(T-II)/05/TCU/
II)/05/TCU/40521/2017-18/Advt.,
18/Advt.,
Bid End Date: 31.10.2017
Technical Bid Opening Due Date: 01.11.2017
Price Bid Opening Due Date: 16.11.2017
Volume 1 of 3
Instruction to Bidders
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Disclaimer
1. This Request for Proposal ("tender") is issued by Brihanmumbai Electric Supply and Transport Undertaking
(BEST),
2. The information contained in this Request for Proposal document (“tender”) or subsequently provided to
Bidders, whether verbally or in documentary or any other form by or on behalf of the Brihanmumbai
Electric Supply and Transport Undertaking (the Purchaser) or any of its employees or advisors, is
provided to Bidders, on the terms and conditions set out in this tender.
3. This tender is not a Contract and is not an offer by the Purchaser to the prospective Bidders or any other
person. The purpose of this tender is to provide interested parties with information that may be useful to
them in the formulation of their Proposals in pursuant to this tender. This tender includes statements, which
reflect various assumptions and assessments arrived at by the Purchaser, in relation to the project. Such
assumptions, assessments and statements do not purport to contain all the information that each Bidder may
require. This tender may not be appropriate for all persons, and it is not possible for the Purchaser, its
employees or advisers to consider the objectives, technical expertise and particular needs of each party,
who reads or uses this tender. The assumptions, assessments, statements and information contained in this
tender, may not be complete, accurate, adequate or correct. Each Bidder should, therefore, conduct his own
investigations and analysis and should check the accuracy, adequacy, correctness, reliability and
completeness of the assumptions, assessments and information contained in this tender and obtain
independent advice from appropriate sources.
4. Information provided in this tender to the Bidders is on a wide range of matters, some of which depends
upon interpretation of law. The information given is not an exhaustive account of statutory requirements and
should not be regarded as a complete or authoritative statement of law. The Purchaser accepts no
responsibility for the accuracy or otherwise for any interpretation or opinion on the law expressed herein. The
Purchaser, its employees and advisers make no representation or warrants and shall have no liability to any
person including any Bidder under any law, statute, rules or regulations or tort, principles of restitution or
unjust enrichment or otherwise for any loss, damages, cost or expense which may arise from or be incurred
or suffered on account of anything contained in this tender or otherwise, including the accuracy, adequacy,
correctness , reliability or completeness of the tender and any assessment, assumption, statement or
information contained therein or deemed to form part of this tender or arising in any way in this selection
process.
5. The Purchaser also accepts no liability of any nature, whether resulting from negligence or otherwise,
however caused, arising from reliance of any applicant upon the statements contained in this tender.
6. The Purchaser may, in its absolute discretion, but without being under any obligation to do so, update,
amend or supplement the information, assessment or assumption contained in this tender. The issue of this
tender does not imply that the Purchaser is bound to select a Bidder or to appoint the Selected Bidder, as
the case may be, for this project and the Purchaser reserves the right to reject all or any of the proposals,
without assigning any reason whatsoever.
7. BEST or its authorized officers / representatives / advisors reserve the right, without prior notice, to change
the procedure for the selection of the Successful Bidder or terminate discussions and the delivery of
information at any time before the signing of any agreement for the Project, without assigning reasons
thereof.
8. The tender Document does not address concerns relating to diverse investment objectives, financial
situation and particular needs of each party. The tender Document is not intended to provide the basis for
any investment decision and each Bidder must make its / their own independent assessment in respect of
various aspects of the techno-economic feasibilities of the Project. No person has been authorized by BEST
to give any information or to make any representation not contained in the tender Document.
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9. The Bidder shall bear all its costs associated with or relating to the preparation and submission of its
Proposal including but not limited to preparation and expenses associated with any demonstrations or
presentations which may be required by the Purchaser or any other costs incurred in connection with or
relating to its Proposal. All such costs and expenses shall remain with the Bidder and the Purchaser shall not
be liable in any manner whatsoever for the same or for any other costs or other expenses incurred by a
Bidder, in preparation for submission of the Proposal, regardless of the conduct or outcome of the selection
process.
Invitation to Bid
Tender No: DMM(T-II)/05/TCU/40521/2017-18/Advt.,
From:
Brihanmumbai Electric Supply and Transport (BEST) Undertaking,

Material Management Department,
2nd Floor, Kingsway workshop,
Tilak Road, Dadar (East),
Mumbai- 400014
To:
All Prospective bidders
1. Brihanmumbai Electric Supply and Transport Undertaking (BEST), invites responses (“Proposals”/“Bids”)
to this Request for Proposal (Tender) from eligible reputed, competent and professional Information
Technology companies, who meet the minimum eligibility criteria, as specified in this bidding document
for implementation of an Intelligent Transport Management System (ITMS) for BEST Undertaking.
2. The complete bidding document shall be published on 7th Sept, 2017,for the purpose of downloading.
3. A bidder will be selected based on the Pre-Qualification, Technical and Commercial evaluation criteria
and procedures, described in this tender.
4. Bidder is advised to study this tender document carefully, before submitting their proposals, in response
to the tender Notice. Submission of a proposal in response to this notice shall be deemed to have been
done after careful study and examination of this document with full understanding of its terms, conditions
and implications.
5. The time, date and venue details related to the pre-bid conference and proposal submission are
mentioned in the Key Events and Dates Sheet. Proposals that are received after the deadline will not be
considered in this procurement process.
6. To obtain first-hand information on the assignment, bidders are encouraged to attend the pre-bid
meeting. However, attending the pre-bid meeting is optional.
Thanks & Regards
Dy. Chief Materials Manager

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Data Sheet
Sr. Information Details
No.
1. Tender Issuing Authority Brihanmumbai Electric Supply and Transport Undertaking
(BEST)
2. Purpose of Tender Selection of MSP for implementation of ITMS for BEST
Undertaking
3. Tender Issue Date 07.09.2017
4. Availability of tender documents The tender is available and downloadable on e-Tendering
Website: www.bestundertaking.com
All Subsequent changes to the Bidding document shall be
published on the above mentioned website.
5. Non Refundable Tender Cost Non-refundable Rs.20,000/- (inclusive of GST) through on-
line payment gateway (e-payment) facilitating the use of Net
Banking/Credit Card/Debit Card/RTGS payment
6. Earnest Money Deposit Rs. 2,50,00,000 (Rupee Two Crores Fifty Lakhs only), in the
form of Bank Guarantee issued by a Indian Nationalized /
Scheduled Bank and drawn in favour of Brihanmumbai
Electric Supply and Transport (BEST) Undertaking, payable
at Mumbai, valid for 210 days from the date of submission of
bid
7. Visit to BEST Refer to BEST website www.bestundertaking.com
8. Last date and time for submission of All the queries/clarification requests should be received on or
queries for clarifications before 21.09.2017 upto 17:00 HRS, through e-mail only, with
subject line as follows:
“Pre-Bid queries -<Bidder’s Name>”.
The queries shall be submitted in MS-Excel file, as per the
format prescribed in Volume-I of the tender.
The Pre-Bid queries to be sent to the following e-mail Ids:
Email ID 1: dycmit@bestundertaking.com
Email ID 2: raprabhu@bestmmd.net
9. Date, time and venue of pre-bid 28.09.2017 at 11:00HRS
meeting Brihanmumbai Electric Supply and Transport (BEST)
Undertaking,
Committee Hall, 1ST Floor,
BEST House, BEST Marg,
Colaba, Mumbai - 4000001
10. Last date and time (deadline) for 31.10.2017 upto 23:59HRS
receipt of proposals in response to
tender notice
11. Last date and time (deadline) for 01.11.2017 upto 16:00HRS
receipt of EMD in response to
tender notice in hard copy
12. Date, time and venue of opening of 01.11.2017 at 11:00HRS
Technical Proposals received in Brihanmumbai Electric Supply and Transport (BEST)
response to the tender notice Undertaking,
Material Management Department
2nd Floor, Kingsway Workshop
Tilak Road, Dadar(E)
Mumbai – 400014
13. Place, time and date of opening of 16.11.2017 at 11.00HRS
Financial Proposals received in
response to the tender notice
14. Language Proposals should be submitted in English only.
15. Bid validity Proposals must remain valid up to 210 (Two hundred and
ten days) days from the last date of submission of the Bid.
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Table of Contents
Page No.
Sr. Description
No.
Glossary of Terms 5
1. Instructions to bidders 6
1.1 General 6
1.2 Eligible bidders 6
1.3 Sub-Contracting 8
1.4 Contacting the BEST 9
1.5 Right to Terminate the Process 9
1.6 Right to vary Scope of Contract 9
1.7 Rejection Criteria 9
2. Bid Submission Instructions 10
2.1 Tender Document Fees and Purchase 10
2.2 Pre-bid meeting and clarifications 10
2.3 Preparation of Proposal 11
2.4 Submission of Proposal 14
3. Bid opening and evaluation process 15
3.1 Opening of bids 15
3.2 Evaluation of bids 16
3.3 Clarification on bids 16
3.4 Preliminary examination of bids 16
3.5 Pre-qualification criteria 17
3.6 Technical bid evaluation 19
3.7 Commercial bid evaluation 24
3.8 Award Criteria 25
4. Contract Finalization and Award 28
5. Bid Formats 29
5.1 PQ Bid Formats 29
5.2 Technical Bid Formats 42
5.3 Commercial Bid Formats 57
Annexure-A – Request for Clarification Format 64
Annexure-B – Performance Bank Guarantee Format 65
Annexure-C – Bid Security Format 67
Annexure-D – Pre-qualification Criteria 68
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Glossary of Terms
The definitions of various terms that have been used in this RFP are as follows:
1. “Request for Proposal (RFP)” means Request for Proposal prepared by the Purchaser for the selection
of Managed Service Provider (MSP), for Intelligent Transport Management System (ITMS) which
comprises of three volumes of RFP document, alongwith its Annexures and any other documents
provided or issued during the course of the selection of the MSP.
2. “Project” means of Intelligent Transport Management System (ITMS) as per the scope of work of the
MSP specified in this RFP.
3. “Purchaser” means the BEST undertaking acting through the General Manager of Brihanmumbai
Electric Supply and Transport, Mumbai.
4. “BEST” means BEST undertaking including the offices of the Brihanmumbai Electric Supply and
Transport Undertaking across Mumbai
5. “Contract / Agreement / Contract Agreement/ Master Services Agreement” means the Agreement to
be signed between the successful bidder and Purchaser, including all attachments, appendices,
documents incorporated by reference thereto together with any subsequent modifications, this RFP, the
bid offer, the acceptance and all related correspondences, clarifications and presentations.
6. “Bidder” or “Supplier” means the party who will be offering the solution(s), service(s) and /or materials
as required in the RFP. The word Bidder when used in the pre-award period shall be synonymous with
parties bidding against this RFP, and when used after award of the Contract shall mean the successful
party with whom BEST signs the agreement for rendering of services for implementation of this project.
7. “Business day” shall be construed as a reference to a day (other than Sunday and other gazetted
holidays) on which BEST is generally open for business.
8. “Business Hours” shall mean the working time for BEST users which is 9:30 AM to 6:00 PM on a
business day.
9. “Conditions Precedent” means the obligations to be fulfilled by the Parties, prior to the Effective Date.
10. “Proposal / Bid” means the Pre-qualification, Technical and Financial bids submitted for this project
against this RFP.
11. “Requirements” include all the documents prepared by BEST for the Project, scope of work, Service
Level Agreement, schedules, details, description, statements of technical data, performance
characteristics and standards (Indian & International) as applicable and specified in the RFP.
12. “OEM” means the Original Equipment Manufacturer of any equipment / system / software / product who
is providing such goods to the Purchaser under the scope of this Tender / Contract.
13. “LoI” means the letter of intent issued by BEST to the selected bidder towards award of contract.
14. “Go-Live” means date of roll-out of application, with all required functionalities, for each of the specified
phases and completion of all audit activities, in accordance with the requirements of the RFP, to the
satisfaction of BEST.
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INSTRUCTION TO BIDDERS
This section specifies the procedures to be followed by Bidders in the preparation and submission of their Bids.
Information is also provided on the submission, opening and evaluation of bids and on the award of contract. It is
important that the Bidder carefully reads and examines the tender document.
1.1 General
1. BEST invites proposals (“Bids”) to this Request for Proposal (“tender”) for Implementation of
Intelligent Transport Management System at BEST envisaged in the tender” as described in the
Scope of work in Volume 2 of this tender.
2. The tenure of the contract of the successful bidders shall be for a term of Implementation Period plus
5 years of Operations & Maintenance phase (“the Term”).BEST reserves the right to extend the
contract by 2 years on the same terms & conditions and on the contract prices decided pursuant to
this tender.
3. While every effort has been made to provide comprehensive and accurate background information
and requirements and specifications, bidders must form their own conclusions about the solution
needed to meet the requirements. Bidders and recipients of this tender may wish to consult their own
legal advisers in relation to this tender.
4. All information supplied by the successful bidder may be treated as contractually binding on the
bidder, after successful award of the assignment is made on the basis of this tender.
5. No commitment of any kind, contractual or otherwise shall exist unless and until a formal written
contract has been executed by or on behalf of BEST.
6. BEST may cancel this public procurement at any time prior to a formal written agreement being
executed by or on behalf of BEST.
7. Proposals must be received not later than time, date and venue mentioned in the Proposal Data
Sheet. Proposals that are received late shall not be considered in this procurement process.
8. No oral conversations or agreements with any official, agent, or employee of BEST shall affect or
modify any terms of this tender and any alleged oral agreement or arrangement made by a bidder
with any agency, official or employee of BEST shall be superseded by the definitive agreement that
results from this tender process.
9. Neither the bidder nor any of bidder’s representatives shall have any claims whatsoever against
BEST or any of their respective officials, agents, or employees arising out of or relating to this tender
or these procedures (other than those arising under a definitive service agreement with the bidder in
accordance with the terms thereof).
10. All proposals and accompanying documentation of the Technical proposal will become the property of
BEST and will not be returned after opening of the technical proposals.
11. The Bidder commits himself to take all measures necessary to prevent corrupt practices, unfair
means and illegal activities during any stage of his bid or during any pre-contract or post-contract
stage in order to secure the contract or in furtherance to secure it.
1.2 Eligible bidders

1. Bidder should be eligible to operate in conformity with the provisions of the laws in India and shall
have a registered office within India.
2. Bidder should not have any conflict of interest with any parties included in the Bidding process.
3. Bids may be submitted in either of the following categories of bidders only:
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1.2.1 Sole Bidder
The Sole Bidder must be a Managed Service Provider (MSP) company which has the capabilities to
deliver the entire scope as mentioned in the tender. The Sole Bidder cannot bid as a part of any other
consortium bid under this tender.
1.2.2 Consortium of Firms
Bids can be submitted by a consortium of firms. The total number of consortium members cannot
exceed three, including the lead bidder of the consortium. The consortium must provide the details of
formation of the consortium, percentage of stake of each consortium member and the role of each
member of the consortium, with reference to this project.
The roles, responsibilities and scope of work shall be distributed among the consortium members in
such a way that the lead bidder shall be responsible for works, which are estimated to be at least
35%and the highest percentage share, of total value of contract. The roles and responsibilities of each
member of consortium shall be clearly mentioned in joint bidding agreement. Purchaser reserves the
right to suggest role re-allocation, if it finds that the role and responsibilities allocated to each
consortium member does not commensurate with qualifications and capability of that partner.
Bids submitted by a consortium should comply with the following requirements also:
i. Any of the Lead Bidders or other members of consortium (non-lead members) cannot be a
Consortium Member with another bidder in a separate bid or a sole bidder in separate bid.
ii. The list of Consortium Members needs to be declared in the bid which cannot be changed by
the bidder later on.
iii. The bidder and any of the Consortium members should not have been black-listed by any
Central / State Government or Public Sector Undertakings.
iv. Any change in the consortium member at a later date should not be allowed for cases where
the consortium has benefited from the non-lead bidders credentials/ experience
v. Lead Bidder shall be responsible and liable for the successful completion of the entire project.
Please note that the consortium together will be independently liable for the scope of their
activities.
vi. Lead Bidder shall be responsible and liable for the successful completion of the entire project.
Please note that the consortium together will be independently liable for all the deliverables as
per their scope of work.
vii. The Lead Bidder should confirm unconditional acceptance of full responsibility for executing the
‘Scope of Work’ and meeting all obligations of this tender. This confirmation should be furnished
as part of the Technical Bid.
viii. The Lead Bidder and the Consortium Members shall enter into a tri-partite agreement with the
BEST.
ix. The lead bidder and consortium members shall clearly define the roles and
responsibilities/scope of work in the Memorandum of Understanding (MoU) to be signed and
submitted to BEST. The MoU shall be prepared on a stamp paper of requisite value and shall
be submitted along with the Technical. It shall be the responsibility of the bidders to adhere to
the MoU being submitted and no interchange of responsibilities later shall be considered by
BEST
x. MoU / Agreement should also be addressed to the BEST clearly stating the following at the
minimum:
o Names of Lead Bidder and Consortium members
o The MoU / Agreement is applicable to this tender and shall be binding on the Consortium
members for the contract period.
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o Consortium members have read and examined in detail, all the bidding documents in
respect of the above mentioned tender, in respect to product(s) / services offered /
supplied.
o Roles and Responsibilities of the Consortium members shall be clearly defined.
o The Lead Bidder must be authorized to receive instruction / communications from BEST,
authorized to incur liabilities and shall deliver all the provisions of the contract on behalf
of consortium members.
o In case of any dissatisfaction or default on part of the lead Bidder, purchaser shall issue a
written notice to consortium asking for replacement of prime bidder. Within 6 months of
receipt of such notice, Consortium members shall identify the replacement for the lead
bidder. Purchaser reserves the right to approve or reject the proposed replacement for
the lead bidder. Failing to engage a lead bidder as per the satisfaction of purchaser, the
purchaser may initiate the termination of contract. In the meantime, other members of
consortium shall support the project without any financial liability. Any change in
consortium shall not lead to financial liability for the purchaser.
o The Bidder and any of its consortium members should not be involved in any major
litigation that may have an impact of affecting or compromising the delivery of services as
required under this contract.
o The bidder and any of the Consortium members should not have been black-listed by
any Central / State Government or Public Sector Undertakings.
xi. BEST reserves the right to review, approve and amend the terms of the Consortium Contract or
any contract or agreements entered into by and between the members of such Consortium and
no such agreement/contract shall be executed, amended, modified and/or terminated without
the prior written consent of BEST. An executed copy of each of such agreements/contracts
shall, immediately upon execution be submitted by the Lead Bidder to BEST.
1.3 Sub-Contracting
The bidder may use the services of a sub-contractor to leverage their specialized experience in respect of
following tasks/areas:
i. Cloud services
ii. Civil Work required for the project
iii. Manpower deployed for support of hardware components
iv. User experience, UX/UI design
Sub-contracting would be subject to the following conditions:
i. All sub-contracting arrangements must form part of the bid.
ii. All sub-contracting contracts must be entered into by the bidder / lead bidder.
iii. Sub-contracting should not dilute the responsibility and liability of the bidder.
iv. Any changes in sub-contractors must be approved by BEST prior to conclusion of any contract
between the bidder and the sub-contractor.
v. BEST retains the right to request discontinuation of sub-contracting of activities at any time
during the contract period.
vi. BEST reserves its right to subject the sub-contractors to security clearances as it deems
necessary.
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1.4 Contacting the BEST
i. No Bidders shall contact the BEST on any matter relating to its bid, from the time of the bid opening
to the time the Contract is awarded.
ii. If a Bidder tries to directly influence the Purchaser or otherwise interfere in the bid submission and
evaluation process and the Contract award decision, its bid may be rejected.
1.5 Right to Terminate the Process
i. BEST may terminate the tender process at any time and without assigning any reason. BEST makes
no commitments, express or implied, that this process will result in a business transaction with
anyone.
ii. This tender does not constitute an offer by BEST. The bidder's participation in this process may
result in BEST selecting the bidders to engage towards execution of the contract.
1.6 Right to Vary Scope of Contract

i. BEST may at any time, by a written order given to the bidder, make changes within the quantities,
specifications, services or scope of the Contract as specified.
ii. If any such change causes an increase or decrease in the cost of, or the time required for the
bidder’s performance of any part of the work under the Contract, whether changed or not changed by
the order, an equitable adjustment on mutually agreed terms shall be made in the Contract Price or
time schedule, or both, and the Contract shall accordingly be amended. Any claims by the bidder for
adjustment under this Clause must be asserted within thirty (30) days from the date of the bidder’s
receipt of the BEST’s changed order.
1.7 Rejection Criteria

Besides other conditions and terms highlighted in the tender document, bids may be rejected under
following circumstances:
i. Bids not qualifying under eligibility criteria.
ii. Bids submitted without or improper EMD or tender fees
iii. Bids received through any platform other than e-tendering platform as mentioned in the tender
iv. Bids which do not confirm to the unconditional validity of the bid as prescribed in the Tender
v. If the information provided by the Bidders is found to be incorrect / misleading at any stage / time
during the Tendering Process
vi. Any effort on the part of a Bidders to influence the purchaser’ s bid evaluation, bid comparison or
contract award decisions
vii. Bids received by the BEST after the last date for receipt of bids prescribed in the data sheet.
viii. Bids without signature of person (s) duly authorized on the bid
ix. Bids without power of authorization and any other document consisting of adequate proof of the
ability of the signatory to bind the Bidders.
x. Technical Bid containing commercial details or any such hints/ calculations /extrapolations/ records.
xi. Revelation of Prices in any form or by any reason before opening the Commercial Bid
xii. Failure to furnish all information required by the Tender Document or submission of a bid not
substantially responsive to the Tender Document in every respect.
xiii. Bidders not quoting for the complete scope of Work as indicated in the Tender documents,
addendum (if any) and any subsequent information given to the Bidders.
xiv. Bidders not complying with the General Terms and conditions as stated in the Tender Documents.
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xv. The Bidders not confirming unconditional acceptance of full responsibility of providing services in
accordance with the Scope of work, General Terms & Conditions and Service Level Agreements of
this tender.
xvi. If it is found that firms have tendered separately under different names for the same contract, all such
tender(s) shall stand rejected and tender deposit of each such firm/ establishment shall be forfeited.
In addition, such firms/ establishments shall be liable at the discretion of the BEST for further penal
action including blacklisting.
xvii. If it is found that multiple bidders have uploaded separate tenders/ quotations under different names
of firms/ establishments but with common address for such establishments/ firms, are managed or
governed by the same person/ persons jointly or severally, such tenders shall be liable for penal and
legal action including blacklisting.
xviii. If after awarding the contract, it is found that the accepted bid violated any of the directions pertaining
to the participation, the contract shall be liable for cancellation at any time during its validity in
addition to penal action including blacklisting against the bidders.
i. Price Bids that do not conform to the Tender’s price bid format.
ii. Total price quoted by the Bidders does not include all statutory taxes and levies applicable.
2 Bid submission instructions

2.1 Tender Document Fees and Purchase
i. The Bidders shall download the tender document from the e-Tendering website as mentioned in the
Proposal Data Sheet.
ii. The Bidders has to pay Tender document fee through on-line payment gateway (e-payment)
facilitating the use of Net Banking, Credit Card/Debit Card or NEFT/RTGS payment.
iii. The downloading of the tender documents shall be carried out strictly as provided on the web site.
iv. The tender document fee is non-refundable and not exempted.
2.2 Pre-bid meeting and clarifications
2.2.1 Bidders queries
i. Any clarification regarding the tender document and any other item related to this project can be
submitted to BEST as per the submission mode and timelines mentioned in the Proposal Data sheet
in format defined under ANNEXURE A of this Volume.
ii. Any requests for clarifications post the indicated date and time shall not be entertained by BEST.
Further BEST will reserve the right to issue clarifications.
iii. The queries of only those bidders would be considered who shall send the same across e-mail ID’s/
in writing at the Purchaser’s address indicated in the proposal Data sheet.
iv. It is necessary that the pre-bid queries must be submitted in spreadsheet format, along with name
and details of the organization submitting the queries as mentioned below. In no event BEST will be
responsible for ensuring that bidders’ inquiries have been received by BEST
v. BEST may at its option share the answers with all the bidders either at the Pre bid meeting or send
the clarifications to all the designated representatives of the bidders through emails. The responses
to the queries from the individual bidders will be distributed to all the bidders. BEST will endeavour to
provide responses to all questions. However, the purchaser makes no representation or warranty as
to the completeness of any response, nor does the purchaser undertake to answer all the queries
that have been posed by the bidders.
2.2.2 Pre-Bid Meeting
BEST shall hold a pre-bid meeting with the prospective bidders as mentioned in the Proposal Data
Sheet.
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2.2.3 Responses to Pre-Bid Queries and Issue of Corrigendum
i. BEST will formally respond to the pre-bid queries after the pre-bid conference.
ii. BEST will endeavour to provide timely response to all queries. However, BEST makes no
representation or warranty as to the completeness or accuracy of any response made in good faith,
nor does BEST undertake to answer all the queries that have been posed by the bidders.
iii. At any time prior to the last date for receipt of bids, BEST may, for any reason, whether at its own
initiative or in response to a clarification requested by prospective Bidders, modify the tender
Document by issuing a corrigendum.
iv. The Corrigendum (if any), notifications regarding extensions (if any) and clarification to the queries
from all bidders will be posted on the website mentioned in the Proposal Data Sheet or emailed to all
participants of the pre-bid meeting.
v. Any such corrigendum shall be deemed to be incorporated into this tender.
vi. In order to provide prospective Bidders reasonable time for taking the corrigendum into account,
BEST may, at its discretion, extend the last date for the receipt of Proposals.
vii. Notifications regarding extensions, corrigendum, will be published on the website mentioned in the
tender schedule and there shall be no paper advertisement.
2.3 Preparation of Proposals
2.3.1 Bidder Preparation Conditions
i. The bidder shall prepare the bid based on details provided in the tender documents. It must be
clearly understood that the quantities, specifications and diagrams that are included in the tender
document are intended to give the bidder an idea about the scope and magnitude of the work and
are not in any way exhaustive and guaranteed by BEST.
ii. The bidder shall carry out the sizing of the solution based on internal assessment and analysis,
which may include the use of modelling techniques wherever necessary.
iii. The bidder must propose a solution best suited to meet the requirements of the BEST. If, during the
sizing of the solution, any upward revisions of the specifications and/or quantity as given in this
tender document, are required to be made to meet the conceptual design and/or requirements of
tender, all such changes shall be included in the technical proposal and their commercial impact,
thereof, shall be included in the commercial bid.
iv. If, during the sizing of the solution, any additional product that is not listed in the tender document is
required to be included to meet the conceptual design, performance requirements and other
requirements of tender, all such product(s) should be included by the bidder in the technical proposal
and their commercial impact, thereof, included in the commercial bid.
v. BEST will in no case be responsible or liable for any costs associated with the design/sizing of the
proposed solution, regardless of the conduct or outcome of the Tendering process.
vi. If at any stage during the currency of the contract, the solution proposed does not meet the functional
requirements, conceptual design, performance requirements/SLA, and other requirements of tender,
the bidder shall revise the required specifications and/or quantities as proposed by the bidder in his
bid in order to meet the said objectives/targets. All such provisions shall be made by the bidder within
the lump sum contract price, at no extra cost to BEST and without any impact to BEST whatsoever.
2.3.2 Proposal preparation costs
i. The bidder shall be responsible for all costs incurred in connection with participation in the tender
process, including, but not limited to, costs incurred in conduct of informative and other diligence
activities, participation in meetings/discussions/presentations, preparation of proposal, in providing
any additional information required by purchaser to facilitate the evaluation process and in
negotiating a definitive contract or all such activities related to the bid process.
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ii. BEST will in no case be responsible or liable for those costs, regardless of the conduct or outcome
of the bidding process.
2.3.3 Earnest Money Deposit (EMD)

i. Bidders shall submit, along with their bids, EMD as per the details mentioned in the Data Sheet.
ii. EMD of all bidders would be refunded by BEST after submission of Performance Bank Guarantee by
the successful bidder.
iii. EMD of technically disqualified bidders would be refunded by BEST after completion of technical
evaluation within 30 days.
iv. The EMD amount is interest free and will be refundable without any accrued interest on it.
v. In case bid is submitted without the EMD then BEST will reject the bid without providing opportunity
for any further correspondence to the bidder concerned.
vi. The EMD may be forfeited:
• If a bidder withdraws its bid during the period of bid validity.
• If the successful bidder fails to provide the Performance Bank Guarantee as required at
the time of signing of the Agreement.
• If the successful bidder fails to sign the Agreement in accordance with this tender within
30 days from the issue of Letter of Intent (LOI) by BEST.
vii. The Bidder has to upload the scanned image of the BG towards EMD (mentioned in the Proposal
Data Sheet) along with the online bid submission. The actual BG shall be submitted at the address,
time and date as mentioned in Data Sheet.
2.3.4 Bidders Authorization

i. The "Bidders" as used in the tender documents shall mean the one who has signed the Tender
Forms. The Bidders may be either the Principal Officer or his duly Authorized Representative, in
either cases, he/she shall submit a power of attorney. All certificates and documents (including any
clarifications sought and any subsequent correspondences) received hereby, shall be furnished and
signed by the representative and the principal.
ii. The authorization shall be indicated by written power-of-attorney accompanying the bid in the name
of the signatory of the Proposal.
iii. Any change in the Principal Officer shall be intimated to BEST in advance.
2.3.5 Address for Correspondence

i. The Bidders shall designate the official mailing and e-mail address to which all correspondence shall
be sent.
2.3.6 Local Conditions

i. It will be incumbent upon each Bidder to fully acquaint itself with the local conditions and other
relevant factors such as legal conditions which would have any effect on the preparation of the bid
and performance of the contract and / or the cost. BEST shall not entertain any request for
clarification from the Bidders regarding such conditions.
ii. Failure to obtain the information necessary for preparing the bid and/or failure to perform activities
that may be necessary for the providing services before entering into contract will in no way relieve
the successful Bidders from performing any work in accordance with the Tender documents.
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iii. Neither any change in the time schedule of the contract nor any financial adjustments to the contract
awarded under the bidding documents shall be permitted by the BEST on account of failure of the
Bidders to apprise themselves of local laws and site conditions.
2.3.7 Site Visits by Bidder
The Bidder may visit and examine site, at a time to be agreed with BEST (and obtain for himself on his
own responsibility all information that may be necessary for preparing the Bid document). The visit may
not be used to raise questions or seek clarification; such matters must be submitted in writing. The costs
of visiting the site(s) shall be at Bidder's own expense.
2.3.8 Language
The proposal should be filled by the bidders in English language only. If any supporting documents
submitted are in any language other than English, translation of the same in English language is to be
duly attested by the bidders. For purposes of interpretation of the documents, the English translation
shall govern.
2.3.9 Bid validity period
Bid shall remain valid for the time mentioned in the Proposal Data Sheet. Bid validity may be extended
by the bidder by submitting a letter to BEST in writing on receipt of request from BEST.
2.3.10 Discount
The Bidders are advised not to indicate any separate discount. Discount, if any, should be merged with the
quoted prices. Discount of any type, indicated separately, will not be taken into account for evaluation
purpose. However, in the event of such an offer, without considering discount, is found to be the lowest,
BEST shall avail such discount at the time of award of Contract. For future purposes, Unit prices of all
individual components will be discounted accordingly (by the overall discount % in case overall discount %
is given or by the individual component discount % in case item wise discount given) to arrive at
component-wise unit prices.
2.3.11 Only One Proposal and One Solution
If a Bidder submits or participates in more than one Proposal and / or presents more than one Solution,
such a Bidder shall be disqualified.
2.3.12 Additional Conditions
i. No oral conversations or agreements with any official, agent, or employee of BEST shall affect or
modify any terms of this tender and any alleged oral agreement or arrangement made by a bidder
with any agency, official or employee of BEST shall be superseded by the definitive agreement that
results from this tender process. Oral communications by BEST to bidders shall not be considered
binding nor shall any written materials provided by any person other than BEST.
ii. Neither the bidder nor any of bidder’s representatives shall have any claims whatsoever against
BEST or any of their respective officials, agents, or employees arising out of or relating to this tender
or these procedures (other than those arising under a definitive service agreement with the bidder in
accordance with the terms thereof).
iii. All proposals and accompanying documentation of the Technical proposal will become the property
of BEST and will not be returned after opening of the technical proposals.
iv. The Bidder commits himself to take all measures necessary to prevent corrupt practices, unfair
means and illegal activities during any stage of his bid or during any pre-contract or post-contract
stage in order to secure the contract or in furtherance to secure it
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2.3.13 Right to Terminate the Process
i. BEST may terminate the tender process at any time and without assigning any reason. BEST makes
no commitments, express or implied, that this process will result in a business transaction with
anyone.
ii. This tender does not constitute an offer by BEST. The bidder's participation in this process may
result in BEST selecting the bidders to engage towards execution of the contract.
2.4 Submission of Proposal
2.4.1 Bidder Registration & Proposal Submission
i. Bidders are required to enrol on the e-Tendering website on the link provided in the Proposal Data
sheet. Bidders are requested to go through the important information available on the Undertaking’s
e-tender website ‘User Guide & FAQ’ to enable them to fill and upload the Tender document
properly.
ii. As part of the enrolment process, the bidders will be required to choose a unique username and
assign a password for their accounts.
iii. Bidders are advised to register their valid email address and mobile numbers as part of the
registration process. These would be used for any communication from the e-Tendering Portal.
iv. Upon enrolment, the bidders will be required to register their valid Digital Signature Certificate (Class
II or Class III Certificates with signing key usage) issued by any Certifying Authority recognized by
CCA India with their profile.
v. Only one valid DSC should be registered by a bidder. Please note that the bidders are responsible to
ensure that they do not lend their DSC’s to others which may lead to misuse.
vi. Bidder shall then log in to the site through the secured log-in by entering their user ID / password and
the password of the DSC / e-Token.
vii. The proposal should necessarily contain ATLEAST all the Formats present under ‘Section 5 – Bid
Formats’, for submission on the e-Tendering Portal. However this is not an exhaustive list; bidder is
expected to go through the tender and provide documents as necessary
viii. During Online Bid Preparation stage, bidders are allowed to make any changes or modifications in
the bid data uploaded by them in Technical as well as Commercial envelope. However, once a
bidder successfully completes the Bid Preparation stage (by generating the Hash Values), system
will not allow them to make any further changes or modifications in the bid data.
2.4.2 Compliant proposals/Completeness of response
i. Bidders are advised to study all instructions, forms, terms, requirements and other information in the
tender documents carefully. Submission of the bid shall be deemed to have been done after careful
study and examination of the tender document with full understanding of its implications.
ii. Failure to comply with the requirements of this paragraph may render the proposal non-compliant
and the proposal may be rejected. Bidders must:
o Include all documentation specified in this tender;
o Follow the format of this tender and respond to each element in the order as set out in this tender
o Comply with all requirements as set out within this tender.
iii. Bidder should not propose multiple options for any system software or other infrastructure proposed
as part of the bid.
iv. For all the components, wherever applicable, bidder needs to provide the data sheets of the product.
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2.4.3 Deviations and Exclusions
Bids shall be submitted strictly in accordance with the requirements and terms & conditions of the tender.
No Deviations and Exclusions to the tender are allowed. In the absence of any specific provision in the
agreement on any issue, decision by GM, BEST shall be final
2.4.4 Modification and Withdrawal of Bids

i. No bid may be altered / modified after submission to the BEST. Unsolicited correspondences in this
regard from Bidders will not be considered.
ii. No bid may be withdrawn in the interval between the last date for receipt of bids and the expiry of the
bid validity period specified by the Bidders in the Bid.
iii. Withdrawal of a bid during this interval may result in the Bidders forfeiture of its EMD.
iv. Prices in any form or by any reason before opening the Commercial Bid should not be revealed. If
price change is envisaged due to any clarification, revised Bids can be called from all the bidders by
BEST.
2.4.5 Late Bids

i. Bids received in hard copy (without uploading the Technical bid as well as price bid through two-bid
e-tendering system within stipulated bid closing date) after the due date and the specified time
(including the extended period if any) for any reason whatsoever, shall not be entertained
ii. The bids submitted by telex/telegram/fax/e-mail etc. shall not be considered. No correspondence will
be entertained on this matter.
iii. BEST reserves the right to modify and amend any of the above-stipulated conditions/criteria
depending upon project priorities vis-à-vis urgent commitments.
3 Bid opening and evaluation process

3.1 Opening of Bids
i. The bids that are submitted online successfully shall be opened online as per date and time given in
Proposal Data Sheet, through e-Tendering procedure only in the presence of bidders or their
respective duly authorized representatives.
ii. Total transparency will be observed and ensured while opening the Proposals/Bids.
iii. BEST reserves the rights at all times to postpone or cancel a scheduled Bid opening.
iv. Bid opening will be conducted in two stage
• In the first stage, Pre-qualification Proposals would be opened. The EMD of the Bidders will
be opened on the same day and time, on which the Pre-qualification Proposal is opened.
Technical Proposals of Bidders who fulfil the Pre-qualification criteria will be opened.
• In the second stage, Commercial Proposal of those Bidders who’s Technical Proposals
qualify, would be opened.
• In the event of the specified date of Bid opening being declared a holiday for BEST, the bids
shall be opened at the same time and location on the next working day. In addition to that, if
the representative(s) of any Bidder remain(s) absent, BEST will continue the process and
open the bids of the all the other Bidders, whose representatives are present.
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3.2 Evaluation of Bids
i. BEST will constitute a Proposal Evaluation Committee to evaluate the responses of the bidders.
ii. The Proposal Evaluation Committee constituted by BEST shall evaluate the responses to the tender
and all supporting documents / documentary evidence. The Bidders' technical solution will be
evaluated as per the requirements and evaluation criteria as spelt out in the tender document.
iii. The Committee may seek inputs from their professional and technical experts in the evaluation
process.
iv. BEST reserves the right to do a reference check of the past experience stated by the Bidder. Any
feedback received during the reference check shall be taken into account during the Technical
evaluation process.
v. The decision of the Proposal Evaluation Committee in the evaluation of responses to the tender shall
be final. No correspondence will be entertained outside the process of negotiation/ discussion with
the Committee.
vi. The Proposal Evaluation Committee reserves the right to reject any or all proposals on the basis of
any deviations without assigning any reason thereof.
vii. Proposal Presentations: The proposal evaluation committee may invite each pre-qualified Bidder to
make a presentation to BEST at a date, time and venue decided by BEST. The purpose of such
presentations would be to allow the Bidders to present their proposed solutions to the Committee
and orchestrate the key points in their Proposals.
viii. Unnecessarily elaborate brochures or other promotional materials beyond those sufficient to present
a complete and effective proposal are considered undesirable and may be construed as an indication
of the bidder’s lack of cost consciousness. BEST’s interest is in the quality and responsiveness of the
proposal.
3.3 Clarification on Bids
i. During the bid evaluation, BEST may at its discretion, ask the bidder for a clarification of its bid. The
request for clarification and the response shall be in writing, and no change in the price or substance of
the bid shall be sought, offered, or permitted. BEST is entitled to ask for clarifications as many times as
possible from the bidders to the satisfaction of the Technical Evaluation committee.
ii. If the bidder fails to provide the clarification or any additional information sought, the information provided
in the technical proposal only, will be used for evaluation. It is clearly understood that the additional
information or clarification on the technical proposal provided by the bidders will not be the basis for
affecting any changes in the Commercial Proposal already submitted by the bidders.
3.4 Preliminary Examination of Bids
i. BEST will examine the bids to determine whether they are complete, whether the required EMD has
been furnished, whether the documents have been properly signed, and whether the bids are generally
in order. Any bids found to be non-responsive for any reason or not meeting the criteria specified in the
tender, will be rejected by BEST and shall not be included for further consideration. Any deviations in
proposal response may make the bid liable for rejection. Initial Bid scrutiny will be held and bids will be
treated as non-responsive, if bids are:
• Not submitted in format as specified in the tender document
• Received without the Letter of Authorization (Power of Attorney)
• Found with suppression of details
• With incomplete information, subjective, conditional offers, and partial offers submitted
• Submitted without the documents requested
• Non-compliant to any of the clauses mentioned in the tender
• With lesser validity period
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All eligible bids will be considered for further evaluation by an Evaluation Committee according to the
evaluation process defined in this Bidding document.
3.5 Pre-Qualification Criteria
i. The prospective Bidders shall enclose documentary evidences in support of the Pre-Qualification
Criteria along with the Bid.
ii. An indicative format for the Pre-Qualification Proposal is as follows [To be customized this list on the
basis of Pre-Qualification Criteria given below]:
Response Reference in Response to
S. Pre-qualification Supporting
Criteria (Yes / No) Pre-Qualification Bid
No Criteria description Document
(Section # and Page #)
3.5.1 Eligibility Criteria

S. Item Description Documentary Evidence Applicable to
No.
1 Registration Bidder shall be any ONE of the following: Certificate of incorporation Single bidder or
Status • A company incorporated in India under / registration. In case of the Lead(Prime)
the Companies Act, 1956 or Companies foreign organization, bidder of the
Act 2013 (as amended till date), and incorporation documents Consortium
subsequent amendments thereto other than English
• An entity registered under LLP Act 2008 language should be
and subsequent amendments thereto. accompanied by a
• Partnership firms registered under notarized translation to
Indian Partnership Act, 1932 English language only
• The bidder must be incorporated /
registered in any foreign country as per
the applicable law of that respective
country. In this case bidder will have to
submit an undertaking that bidder will
complete the necessary registration and
open a registered office in India, within 6
months on award of contract
The bidder should have been operating for
the last five years as on the date of
publishing of tender notice (including name
change/ impact of mergers or acquisitions).
2 Turnover The bidder should have an average annual • Extracts from the Single bidder or
turnover of at least INR 50Crores in last 3 audited Balance sheet prime bidder of
financial years (FY 2016-17, 2015-16 and and Profit & Loss consortium
2014-15). statements
* For conversion of US Dollars to Rupees, And
the rate of conversion shall be as per the • Certificate from the
REFERENCE RATE published by RBI on Statutory Auditor as per
the date of submission of the bid. In case of format “PQ Form 3”
any other currency, the same shall first be
converted to US Dollars as on the date 60
(sixty) days prior to the Application Due
Date, and the amount so derived in US
Dollars shall be converted into Rupees at
the aforesaid rate. The conversion rate of
such currencies shall be the daily
representative exchange rates published by
the International Monetary Fund for the
relevant date.
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3 Net worth The bidder should have positive net worth Duly certified statement Single Bidder-
for last three years as of March 31, 2017. from the auditor for the last Bidder
For the purpose of this criterion, net-worth of 3 financial years as per
only the bidding entity will be considered. format “PQ Form 3” Consortium-
Net-Worth of any parent, subsidiary, Lead Bidder
associated or other related entity will not be
considered.
Net worth is defined as Equity Capital +
Reserve and Surplus - Revaluation Reserve
- Accumulated losses - Intangible assets
4 Blacklisting The Bidder shall not be declared ineligible An undertaking from Single Bidder-
for any reason for a particular period of time Authorized Signatory as Bidder
by any State/Central Government/ PSU/ per format “PQ Form 7”
Autonomous Body (Under Any government Consortium- All
law) in India as on last date of submission of Consortium
the Bid. members
5 Certification The Bidder should be ISO Copy of valid certificate Single bidder or
certified/possessing similar quality issued to the Bidding all bidders in
certification. Organization by respective case of
agencies. consortium
Note: Organizations that
are currently being
assessed for the requisite
certification shall not be
considered.
6 Experience The Bidder must have successfully • Work Order + Single bidder or
in AVLS and implemented Projects (with successful Go- Completion Certificates any of the
PIS Live and project completion), that cover all from the client; consortium
of the following functionalities, for a fleet of OR member
at least 350 buses, during the last SEVEN • Work Order + Self-
years (as on the last date of bid Certificate of
submission): Completion (Certified
• Automatic Vehicle Location tracking by the Statutory
• Passenger Information System Auditor);
• Command control centre OR
Bidder may submit one single project or • Work Order + Phase
multiple projects for the fulfilment of this Completion Certificate
criteria. However, each project should have (for ongoing projects)
covered one or more of the above listed from the client
functionalities. Project details as per
format “PQ Form 5”
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7 Experience The bidder must have successfully • Work Order + Single bidder or
in implemented projects that cover all four of Completion Certificates any of the
implementati the following functionalities in public from the client; consortium
on of Depot transport organizations in the last SEVEN OR member
operations years, for a fleet of at least 350 buses, and • Work Order + Self-
a crew size of 900 drivers and 900 Certificate of
conductors, as on last date of bid Completion (Certified
submission. by the Statutory
Each of the project may cover one or more Auditor);
the following sets of functions; however all OR
functions should be covered in at most four • Work Order + Phase
citations, with each set mentioned, at least Completion Certificate
once, in a citation: (for ongoing projects)
• Bus/Route planning and scheduling from the client
• Crew/Staff management and Project details as per
rostering format “Form PQ5”
• Fleet management (bus dispatch/
bus maintenance/ bus control, etc.)
• Workshop and stores / inventory
management
Experience of OEM may be provided.
However, OEM shall have to submit MAF as
per Form PQ8
8 Consortium MoU between lead bidder and Consortium MoU agreement Single Bidder-
MoU members shall have to be submitted as per Please provide as per Not Applicable
the conditions of consortium format “PQ Form 6” Consortium- All
consortium
members jointly
Note:
All self-certificates shall be duly signed and Stamped by Authorized signatory of the Bidder Firm unless specified
otherwise the bids shall not be considered for further evaluation.
Purchaser reserves the right to independently verify the documentary evidences including self-certifications
submitted by the bidder along with bid.
3.6 Technical bid Evaluation

• This shall be the second stage of the evaluation. Only those bidders who cross the threshold level of
Technical Evaluation indicated below and adhere to the purchaser’s technical requirements shall be
considered for commercial evaluation.
• In case of no response by the bidder to any of the requirements with regard to the contents of the
Technical Bid, he shall not be assigned any marks for the same
• Technical bid of the bidder shall be opened and evaluated for acceptability of Techno-functional
requirements, deviations and technical suitability. The bidders shall respond to the requirements as
explained below for their evaluation with regard to experience and qualification. Also, the bidder shall
refer and respond to all technical requirements as mentioned in the tender document. The evaluation
process would also include a presentation of technical proposal by the bidder.
• Method of evaluation of selection of successful Bidder and award of Contract to bidder shall be on
QCBS basis. All the bidders who secure overall minimum of 70% (700 Marks out of 1,000 across all
the components together for each schedule) will be considered as technically qualified
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• The Evaluation Committee shall indicate to all the Bidders the results of the technical evaluation
through a written communication. The technical scores of the Bidders will be announced prior to the
opening of the Commercial Proposals.
• The technical qualification criteria is based on the following components
3.6.1 Technical evaluation criteria

Sr. PARAMETER MAX. EVIDENCE TO BE SUBMITTED
No. MARKS
TOTAL
A Bidder Experience 400
A.1 Past experience with an integrated Automatic 100 • Work Order + Completion
Vehicle Tracking System and Passenger Certificates from the client;
Information System across mobile, website, OR
passenger display systems involving LEDs / LCDs • Work Order + Self-Certificate of
involving public transport authority having 350 Completion (Certified by the
buses or more in the last 7 years Statutory Auditor);
20 marks per citation will be awarded based on the OR
coverage of the functionalities within the solution, i.e. • Work Order + Phase Completion
• AVLS Certificate (for ongoing projects)
• Passenger mobile app from the client
• Passenger Website References available on public domain
• Passenger display systems (read case studies on OEM / client
If International implementations,5 marks per citation website) may be considered as
shall be awarded. documentary evidences. However, the
Maximum FOUR projects will be considered for this same have to be certified to be true by
criteria. authorized signatory of bidder / lead
bidder.
Please provide project details as per
format “Tech Form 3”
A.2 Past experience with Depot Operations System 150 • Work Order + Completion
with transit operators having 350 or more buses Certificates from the client; OR
Projects involving design, development/customization, • Work Order + Self-Certificate of
testing, deployment and operations of integrated depot Completion (Certified by the
operations system involving following functions: Statutory Auditor); OR
i. Route planning & timetable • Work Order + Phase Completion
ii. Scheduling for trips, vehicles, duties Certificate (for ongoing projects)
iii. Rostering for trips, vehicles, duties from the client
iv. Bus dispatch References available on public domain
v. Actual allocation and roster adherence (read case studies on OEM / client
vi. Dynamic scheduling of trips / Routes website) may be considered as
vii. Command and Control Centre documentary evidences. However, the
viii. Fuel Management same have to be certified to be true by
ix. Tyre Management authorized signatory of bidder / lead
x. Workshop Management bidder.
xi. Stores and Inventory Please provide project details as per
xii. Depot performance reports format “Tech Form 3”
Marks will be asked as follows:
11 functions or more – 50 marks
Between 9 to 10 functions – 37.5 marks
Between 7 and 8 functions – 25 marks
Below 7 functions – 0 marks
Maximum THREE projects will be considered for this
criteria.
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A.3 Past experience with Mobile applications in 50 • Work Order + Completion
Transport operations with 350 or more buses Certificates from the client; OR
Mobile Applications for • Work Order + Self-Certificate of
• Passenger application Completion (Certified by the
• Passenger application integrated with ticketing Statutory Auditor); OR
application • Work Order + Phase Completion
• Dashboard and reporting application Certificate (for ongoing projects)
• Conductor / Ticket Inspector application from the client
• Dispatcher (Starter) application References available on public domain
Marks will be asked as follows: (read case studies on OEM / client
All application 25 marks website) may be considered as
Between 2 and 4 – 20 marks documentary evidences. However, the
Less than 2 – 0 marks same have to be certified to be true by
Maximum TWO projects will be considered for this authorized signatory of bidder / lead
criteria. bidder.
A.4 Past experience with planning and scheduling for 100 • Work Order + Completion
bus-based public transport organization with 350 or Certificates from the client; OR
more buses • Work Order + Self-Certificate of
The bidder shall have satisfactorily designed and Completion (Certified by the
successfully deployed/implemented/commissioned and Statutory Auditor); OR
operated/maintained at least one qualifying Scheduling • Work Order + Phase Completion
Project including crew and bus scheduling any time Certificate (for ongoing projects)
and which is either in operation currently or should have from the client
been in operation anytime during last 7 years and References available on public domain
Operation/maintenance services should have been (read case studies on OEM / client
provided by the Bidder. website) may be considered as
50 Marks will be assigned for each project. documentary evidences. However, the
Maximum TWO projects will be considered for this same have to be certified to be true by
criterion. authorized signatory of bidder / lead
bidder.
B Resources 200
B.1 Transit Domain Expert 50 Signed Technical Bid as per TECH Bid
Qualification: Any graduate, MBA or equivalent format for Resources
preferred with experience of working with FIVE public
transport authorities.
Transport Domain Experience
Greater than 10 years – 20 marks
Up to 10 years – 15 Marks
Below 8 years – 0 Marks
Number of projects with public transport authorities
Greater than 10 projects – 15 marks
Between 5 to 10 projects – 7.5 marks
Below 5 projects – 0 marks
International Experience with at least TWO Public
Transport Authorities: 15 marks
Transit domain expert should be present during
presentation and key discussions during project
execution.
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B.2 Project Manager 50 Signed Technical Bid as per TECH Bid
BE / B.Tech / MCA / M.Tech / MBA with at least 10 format for Resources
years’ of total work experience
Experience with public transport authority
Greater than 4 Projects – 25 marks
Between 2 and 4 projects – 15 marks
Less than 2 projects – 0 marks
Experience of managing projects in PSU/ Government
Bodies/ Autonomous Organizations (Under any Indian
Government law) in India
TWO or more projects – 25 marks
Less than 2 projects – 0 marks
Project Manager should be present during presentation
and full time during project implementation.
B.3 Solution Architect 50 Signed Technical Bid as per TECH Bid
Solution Architect with 10 years’ work experience format for Resources
Award of marks will be as follows:
• Experience with public transport organization
TWO or more projects - 15 Marks
Less than 2 projects – 0 Marks
• Experience as Solution Architect in large Turnkey
projects each of them being of value more than 25 Cr.
FIVE or more projects - 25 Marks
Between 2 to 4 projects – 12.5 Marks
• Certifications: TOGAF
Documentary proof to be submitted.
o Certified: 10 Marks
o Not Certified: 0 Marks
B.4 BI/DW and Analytics Expert 25 Signed Technical Bid as per TECH Bid
BI/DW and analytics with 10 years’ work experience format for Resources
• Experience in large scale BI/DW and Analytics
implementation.
FIVE or more projects - 12.5 Marks
Between 2 to 4 projects – 6.25 Marks
• Experience in IT project with public transport authority
TWO or more projects - 7.5 Marks
• Relevant certifications in BI/DW or Analytics – 5 marks
Documentary proof to be submitted.
Certified: 5 Marks
Not Certified: 0 Marks
B.5 Data Centre Specialist 25 Signed Technical Bid as per TECH Bid
Engineer with experience in Cloud Computing format for Resources
technologies (IAAS/ PAAS / SAAS) with at least 3 years’
of work experience.
Award of marks will be as follows:
• Experience in large scale Data Centre design and
implementation.
>= 8years :12.5 Marks
> = 5 years < 8 years :6.25 Marks
<5 years : 0 Marks
• Experience of managing projects where third party cloud
data centre was integral part of the project scope of work
>=3 Projects :7.5 Marks
1 to 2 Projects :2.5 Marks
0 Projects- 0 Marks
• Cloud Certification from any leading Cloud OEMs
Certified–20% Marks
Not certified – 0 Marks
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C Solution 400
C.1 Solution demonstration and presentation covering the 250 Presentation, demonstration and Q&A
following points:
Qualitative assessment based on a Demonstration of
understanding of BEST’s requirements covering:
− Architecture of Solution proposed demonstrating
scalability, modularity, and extensibility
− Algorithms and business logic used within solution,
− Adoption of open source technologies,
- Integration Architecture and APIs exposed
− UX/UI of the solution, including the mobile apps
− Integration with GIS components and future integration
capabilities with other solutions,
− Method and level of integration proposed,
− Readiness of the solution for deployment,
− Overall Technology stack used,
− Scale of past implementations,
− Challenges likely to be encountered and mitigation
proposed
− Client references
Solution will be evaluated by an independent experts

committee appointed by BEST for this purpose. Experts
from field of IT, public transport shall be part of this
committee.
C.2 Approach and methodology 25 Signed Technical Bid. This could be in
Qualitative assessment based on the form of a write-up elaborating the
− Understanding of the objectives of the assignment: The implementation, support and
extent to which the Systems Implementer’s approach and maintenance, roll out methodology to be
work plan respond to the objectives indicated in the adopted for this project.
Statement/Scope of Work
− Completeness and responsiveness: The extent to which Presentation and demonstrations
the proposal responds exhaustively to all the
requirements of all the Terms of Reference
C.3 Project work break down structure 25 Signed Technical Bid. This could be in
Qualitative assessment based on timelines, resource the form of a write-up elaborating the
assignment, dependencies and milestones implementation, support and
maintenance, roll out methodology to be
adopted for this project.
C.4 Compliance to Functional Requirement Specifications as 100 Signed Technical Bid

per Volume II of the Tender
a. Functionality can be provided by the proposed solution
out of the box = 10
b. Functionality can be provided by customization to the
proposed solution = 7
c. Functionality will be developed = 2
Marks will be awarded for all requirements as per the
above marking scheme and the Total shall be pro-rated
against a maximum score to arrive at the final score
Eg. Out of 200 requirements in FRS if (a), (b), (c) amount
to 80%, 10% and 10%, then the total score comes out to
1780 out of 2000, this will be prorated as 89 out of 100.
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3.7 Commercial Bid Evaluation
i. The commercial bids shall not be opened by BEST until the evaluations of Technical bids have been
completed. The technically shortlisted Bidders will be informed of the date and venue of the opening
of the Commercial Proposals through email or written communication
ii. Prices quoted indicating total price for all the deliverables and services must be fixed and final and
shall remain constant throughout the period of the contract and shall not be subject to any upward
modifications, on any account whatsoever. The Bid Prices shall be indicated in Indian Rupees (INR)
only and payments shall be made to successful bidders in Indian currency only
iii. The bid should clearly indicate the price to be charged without any qualifications whatsoever and
should include all taxes, duties, fees, levies, works contract tax and other charges as may be
applicable in relation to the activities proposed to be carried out. BEST reserves the right to ask the
Bidder to submit proof of payment against any of the taxes, duties, levies indicated.
iv. The taxes quoted in the offer should be as per the prevailing tax rates. Any subsequent increase in
the tax rates or introduction of new tax will be paid by BEST. Similarly any benefits arising due to
downward revision in tax rates, or any exemptions availed by the Bidders organization should be
passed on to BEST.
v. The individual cost components as detailed later in the tender shall be uploaded as scanned copy in
the commercial envelope. The summary of all components shall be uploaded as BoQ format in excel.
vi. An adjustable price quotation or conditional proposal shall be treated as non-responsive and the bid
may be rejected.
vii. Bidders are advised to exercise adequate care in quoting the prices. No excuse for corrections in the
quoted figures will be entertained after the commercial proposals are received.
viii. Errors & Rectification: Arithmetical errors will be rectified on the following basis:
• If there is a discrepancy between the unit price and the total price that is obtained by
multiplying the unit price and quantity, the unit price shall prevail and the total price shall be
corrected.
• If there is a discrepancy between words and figures, the amount in words will prevail.
ix. Bidder should provide all prices as per the prescribed format provided in Volume I of the tender
x. Bidders shall indicate the unit rates and total Bid Prices of the equipment/ services, it proposes to
provide under the Contract. Prices should be shown separately for each item as required in the
tender.
xi. Bidder should not leave any field blank. In case the field is not applicable, Bidder must indicate “0”
(Zero) in all such fields.
xii. If there is no price quoted for certain material or service, the bid shall be declared as disqualified.
xiii. The Bidder needs to account for all Out of Pocket expenses related to Boarding, Lodging and other
related items in the commercial bids. Any additional charges have to be borne by the bidder. For the
purpose of evaluation of Commercial Bids, BEST shall make appropriate assumptions as mentioned
below to arrive at a common bid price for all the Bidders. This however shall have no co-relation with
the Contract value or actual payment to be made to the Bidder.
xiv. The price quoted in the Commercial Proposal shall be the only payment, payable by BEST to the
successful Bidder for completion of the contractual obligations by the successful Bidder under the
contract, subject to the terms of payment specified as in the proposed commercial bid or the one
agreed between BEST and the Bidder after negotiations.
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xv. It is mandatory to provide break up of all taxes, duties and levies wherever applicable and/or
payable. The taxes quoted in the offer should be as per the prevailing tax rates. Any subsequent
increase in the tax rates or introduction of new tax will be paid by BEST. Similarly any benefits
arising due to downward revision in tax rates, or any exemptions availed by the Bidders organization
should be passed on to BEST. The bid amount shall be inclusive of packing, forwarding,
transportation, insurance till Go live, delivery charges and any other charges as applicable. Any other
charges as applicable shall be borne by the bidder.
xvi. Percentage (%) of taxes etc. if any, to be claimed shall be indicated in the Price bid, otherwise it will
be presumed that rates are inclusive of all taxes and no plea would be accepted in this regard after
opening of the tenders and during the validity of the contract.
xvii. The Bidders are advised not to indicate any separate discount. Discount, if any, should be merged
with the quoted prices. Discount of any type, indicated separately, will not be taken into account for
evaluation purpose. However, in the event of such an offer, without considering discount, is found to
be the lowest, BEST shall avail such discount at the time of award of Contract. For future purposes,
Unit prices of all individual components will be discounted accordingly (by the overall discount % in
case overall discount % is given or by the individual component discount % in case item wise
discount given) to arrive at component-wise unit prices.
3.8 Award Criteria

i. Evaluation criteria proposed to be adopted will be Quality cum Cost Based System (QCBS) where
Technical Bid Score will get a weightage of 70% and Commercial Bid Score a weightage of 30%.
ii. The bidder would be technically evaluated out of 1000 marks. All the bidders who secure overall
minimum of 70% (700 Marks out of 1000 across all the components together) will be considered as
technically qualified. Technical score of all bidders will be calculated on the basis of the following
formula:
iii. Technical Score of bidder (TS) = Technical Marks received by the bidder x 70%
iv. The Bid having the Lowest Commercial Quote shall be termed as the Lowest Evaluated Bid and will
be awarded 1000 marks. and a Commercial Score of 300. Commercial score of all the other bidders
will be calculated on the basis of the following formula:
v. Commercial score of bidder (CS) = Commercial Quote of the lowest bidder x 1000 x 30%
Commercial Quote of the bidder

vi. Final Score of the bidder: Final Score of the each bidding party will be computed by adding the
Technical score and Commercial Score on the basis of the following formula:
vii. Total Score = TS + CS
viii. The bidder whose bid has secured the “Highest Total Score” out of 1000 as per above evaluation will
be considered as best evaluated Bid.
ix. In case of a tie where two or more bidders achieve the same highest overall score, the bidder with
the higher technical score will be invited first for negotiations
x. BEST is not bound to accept the best evaluated bid or any bid and reserves the right to accept any
bid, wholly or in part.
xi. Example demonstrating the calculation of Technical Score and Commercial Scores is provided
below:
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Marks Received by Calculations Technical Score of bidder
Bidder
bidder (TS)
Bidder 1 880 880*70% 616
Bidder 2 900 900*70% 630
Bidder 3 800 800*70% 560
Bidder 4 950 950*70% 665
Commercial Quote Calculation of Commercial Score of

Bidder
Provided by Bidder commercial score Bidder (CS)
Bidder 1 110 (110/110)*1000*30% 300
Bidder 2 140 (110/140)*1000*30% 235.7
Bidder 3 160 (110/160)*1000*30% 306.3
Bidder 4 130 (110/130)*1000*30% 253.8
Total Score for each bidder
Bidder Technical Score (TS) Commercial Score (CS) Total Score

Bidder 1 616 300 916
Bidder 2 630 235.7 865.7
Bidder 3 560 306.3 866.3
Bidder 4 665 253.8 918.8
The bidder with the highest final score shall be treated as the best evaluated Bid. In the above example,
Bidder 4 will be treated as best evaluated Bid.
3.8.1 Notification of Award

i. Prior to the expiration of the validity period, BEST will notify the successful bidders in writing or by fax
or email, that its proposal has been accepted. In case the tendering process / public procurement
process has not been completed within the stipulated period, BEST may like to request the bidders
to extend the validity period of the bid. Upon the selected bidder's furnishing of Performance Bank
Guarantee, the Client will notify all other bidders who are not selected.
ii. At the time, BEST notifies the successful bidder that its bid has been accepted, BEST will send the
bidders the proforma of contract, incorporating all clauses/ agreements between the parties. The
successful bidder shall sign and date the contract and return it to BEST.
3.8.2 Contract Finalization and Award

i. The written advice to any change shall be issued by BEST to the bidders up to 4 (four) weeks prior to
the due date of commencement of services.
ii. The selected Bidder/s should convey acceptance of the award of contract by returning duly signed and
stamped duplicate copy of the award letter within 7 days of receipt of the communication.
iii. Upon notification of award to the successful Bidder, BEST will promptly notify each unsuccessful
Bidder.
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3.8.3 Performance Bank Guarantee
i. The PBG shall be submitted within 30 days of notification of award done through issuance of the
Work Order/ Letter of Acceptance valid for the entire period of the project. BEST shall facilitate the
signing of contract within the period of 30 days of notification of award. However, it is to be noted that
the date of commencement of project and all contractual obligations shall commence from the date
of issuance of Work order/ letter of acceptance, whichever is earlier. All reference timelines as
regards execution of project and payments to bidder shall be considered as beginning from date of
issuance of Work Order/ letter of acceptance, whichever is earlier.
ii. An amount equivalent of 10 % of total contract value shall be payable by the bidder for the total
duration of the contract. All charges whatsoever such as commission, etc. with respect to the
Performance Bank guarantee shall be borne by the bidder. Post completion of Project, this bank
guarantee shall be returned subject to work carried out to the satisfaction of the BEST Officers.
iii. The Performance bank guarantee may be discharged / returned by BEST upon satisfactory
completion of project as per the RFP and contract. However, no interest shall be payable on the
PBG. The selected bidder shall be responsible for extending the validity date and claim period of
the Performance Bank Guarantee as and when it is due on account of non-completion of the
project and warranty period. In case the selected bidder fails to submit performance bank
guarantee with the time stipulated, BEST at its discretion may cancel the work order placed on
the selected bidder without giving any notice
iv. BEST shall invoke the performance guarantee, in case the selected bidder fails to discharge their
contractual obligations during the period, or if the purchaser incurs any loss due to bidder’s
negligence in carrying out the project implementation, as per the agreed terms & conditions.
Notwithstanding and without any prejudice to any rights whatsoever of BEST under contract in
Matter, the proceeds of PBG shall be payable to BEST as compensation, for any loss resulting
from bidder’s failure to complete its obligations under the Contract. BEST shall notify the bidder
in writing, of the exercise of its right, to receive such compensation within 14 days, indicating the
contractual obligations for which the bidder is in default.
v. The purchaser shall also be entitled to make recoveries, from the bidder’s bills, PBG, or from any
other amount due to the bidder, the equivalent value of any payment made to the bidder due to
inadvertence, error, collusion, misconstruction or misstatement.
3.8.4 Signing of Contract

i. After the BEST notifies the successful bidder that their proposal has been accepted, BEST shall enter
into a contract, incorporating all clauses, pre-bid clarifications and the proposal of the bidder, between
BEST and the successful bidder. The Draft Legal Agreement is provided as a separate document as a
template.
ii. After completing negotiations the Purchaser shall issue a Letter of Intent to the selected bidder and
promptly notify all other bidders who have submitted proposals about the decision taken.
3.8.5 Failure to Agree with the Terms and Conditions of the tender
• Failure of the successful bidders to agree with the Draft Legal Agreement and Terms & Conditions of
the tender shall constitute sufficient grounds for the annulment of the award, in which event BEST
may award the contract to the next best evaluated bidder or call for new proposals from the
interested bidders.
• In such a case, the BEST shall invoke the PBG of the successful bidder.
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4 Contract Finalization and Award

i. Key Personnel involved in the project shall be on the payrolls of the Lead Bidder or any of the
consortium members.
ii. The bidder should have a defined hierarchy and reporting structure for various teams that would be part
of the project.
iii. All the concerned staff should log an attendance on a daily basis at their respective reporting location.
iv. The bidder shall ensure that all the personnel identified for this project have high level of integrity. The
bidder shall undertake necessary due diligence to ensure that the personnel have high standard of
trustworthiness. The bidder should obtain an undertaking from each of the personnel assigned and the
same should be submitted to the BEST or its nominated agencies/ partners as and when demanded by
BEST or its nominated agencies/ partners. In addition, BEST could also get the background verification
checks of the bidder personnel. Any information needed for this activity by BEST should be provided
immediately by bidder.
v. Bidder can provide additional manpower on the basis of their estimate of effort required to complete the
scope of work given in of the tender.
vi. The bidder should provide sufficient Non-Key Personnel to complete the scope of work. Bidder need not
submit the names of such Non-Key Personnel along with the tender.
vii. Bidder can offer more than one key personnel for a role to improve the quality of key personnel keeping
in mind the scope of work as provided in the tender.
viii. For a project of such a large scale and complexity, it is imperative that the bidder should deploy best of
class professionals to ensure successful execution of this project. The bidder will in its proposal include
the names and detailed curriculum vitae of their key personnel who will be working full time on this
project. For successful completion and execution of project the bidder shall have to deploy minimum
resources as provided in the table below.
ix. The bidder is free to propose and deploy as many resources apart from the below list for the successful
and timely completion of the project. BEST will provision space for 15 Bidder personnel in its premises
during implementation. BEST will provide them with basic office infrastructure like seating space, Fan,
etc. on FOC basis. The bidder team is expected to bring their own laptops and data cards (as required).
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5 Bid Formats
5.1 PQ Bid Formats
Form PQ1: PQ submission letter
<<On Bidder / Lead Bidder Letterhead>>
Date:
To
The General Manager,
Brihanmumbai Electric Supply and Transport (BEST),
Colaba, Mumbai,
Maharashtra 400001
Subject: Response to Request for Proposal (RFP) for “Selection of Managed Service Provider for
Intelligent Transport Management System (ITMS) for BEST Undertaking”
Dear Sir,
1. We hereby request to be qualified with the BEST as a bidder for<Project Title> against Tender No. <>. I
/ We declare that all the services shall be performed strictly in accordance with the tender documents
and we agree to all the terms and conditions in the tender.
2. I / We confirm that I / we am / are withdrawing all the deviations, counter clauses, proposed
modifications in the Scope of work, Terms and Conditions, Functional Requirement Specifications and
Technical Specifications which may have been mentioned in our proposal.
3. We authorize BEST or their authorized representatives to conduct any investigations to verify the
statements, documents and information submitted and to clarify the financial and technical aspects of
this application. For this purpose, we hereby authorize (any public official, engineer, bank, depository,
manufacturer, distributor, etc.) or any other person or firm to furnish pertinent information deemed
necessary and requested by BEST to verify statements and information provided in this application or
regarding our competence and standing.
4. The names and positions of persons who may be contacted for further information, if required, are as
follows:
Name: ________________________________
Designation: ________________________________
Telephone: ________________________________
E-mail id: ________________________________
5. We declare that the statements made and the information provided in the duly completed application to
best of our knowledge, are complete, true and correct in every detail. On verification at any time in the
future if it is found that information furnished with this application and statements made therein are not
true, incomplete or incorrect, we hereby authorize BEST to reject our application.
6. We confirm having submitted the information as required by you in Qualification Criteria. In case you
require any other further information / documentary proof in this regard before evaluation of our bid, we
agree to furnish the same in time to your satisfaction.
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7. We undertake, if our proposal is accepted, to provide all the services related to “Selection of Request
for Proposal (RFP) for “Selection of Managed Service Provider for Intelligent Transport
Management System (ITMS) for BEST Undertaking” put forward in the bid document or such features
as may subsequently be mutually agreed between us and BEST or its appointed representatives.
8. We agree for unconditional acceptance of all the terms and conditions set out in the bid document and
also agree to abide by this bid response for a period of 210 days from the date fixed for bid opening and
it shall remain binding upon us with full force and virtue. Till a formal contract is prepared and executed,
this bid response, together with your written acceptance thereof in your notification of award, shall
constitute a binding contract between us and BEST.
9. We hereby declare that in case the contract is awarded to us, we will submit Performance Bank
Guarantee equivalent to 10% of total contract value as quoted in the commercial bid in the form
prescribed in the tender.
10. I/We understand that BEST reserves the right to reject any application without assigning any reason
thereof.
11. I/We hereby undertake that I/We have not made any payment or illegal gratification to any
person/authority connected with the bid process so as to influence the bid process and have not
committed any offence under the PC Act in connection with the bid.
12. All the prices mentioned in our Tender are in accordance with the terms as specified in the tender
documents. All the prices and other terms and conditions of this Bid are valid for a period of 210 calendar
days from the date of opening of the Bid.
13. We hereby confirm that our prices include all taxes. However, all the taxes are quoted separately under
relevant sections.
14. We understand that the actual payment would be made as per the existing tax rates during the time of
payment.
15. We have indicated in the relevant forms enclosed, the unit rates for the purpose of on account of
payment as well as for price adjustment in case of any increase to/decrease from the scope of work
under the contract.
16. I/We do hereby confirm to deliver the latest versions of the software and hardware as available on the
date of delivery on mutually agreed terms, that addresses the requirements of BEST, pursuant to the
Request for Proposal (tender) document relating to providing of the Enterprise Business system and
associated software components, Implementation, training and maintenance services, Information
Technology Infrastructure and System Integration services to BEST at the same cost committed in the
commercial proposal.
17. We shall size the hardware, all other equipment and software based on information provided by BEST in
its tender document, past experience of similar implementations, best practices followed elsewhere and
in accordance with the expected tender and Service Level requirements and assure BEST that the
required sizing shall be accounted in the commercial bid. However, if the sizing of any of the proposed
solutions is found to be inadequate in meeting the tender and the Service Level requirements given by
BEST, then we will upgrade the proposed solution without any additional cost to BEST.
18. We further confirm that the prices stated in our bid are in accordance with your Instruction to Bidders
included in Tender documents.
19. In case you require any other further information/ documentary proof before/ during evaluation of our
Tender, we agree to furnish the same in time to your satisfaction.
20. We declare that our Bid Price is for the entire scope of the work as specified in the tender document.
These prices are indicated in Commercial Bid submitted as part of the requirements of Tender.
-31-
21. I/We do hereby undertake that commercial proposal submitted by us is inclusive of all the items in the
technical proposal and is inclusive of all the clarification provided/may be provided by us on the technical
proposal during the evaluation of the technical offer. We understand and agree that our commercial
proposal is firm and final and shall any clarifications sought by you and provided by us would not have
any impact on the commercial proposal submitted by us.
22. Our commercial proposal shall be binding upon us subject to the modifications resulting from Contract
negotiations, upto expiration of the validity period of the Proposal.
23. We understand you are not bound to accept any Proposal you receive.
24. We hereby declare that our Tender is made in good faith, without collusion or fraud and the information
contained in the Tender is true and correct to the best of our knowledge and belief.
25. I/We shall disclose any payments made or proposed to be made to any intermediaries (agents, etc.) in
connection with the bid.
26. It is hereby confirmed that I/We are entitled to act on behalf of our company/ firm/ organization and
empowered to sign this document as well as such other documents, which may be required in this
connection.
27. We declare that we have read through the Tender document, all related clarifications and corrigendum.
Thanking you,
Yours faithfully
(Signature of the Authorized signatory of the Bidding Organization)

Name :
Designation :
Date :
Company Seal :
Business Address :
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Form PQ2: PQ checklist
The Bidder is required to fill relevant information in the format given below. The pre-qualification bid must contain
documentary evidences and supporting information to enable purchaser to evaluate the eligibility of the Bidder
without ambiguity.
1. Information of the Bidder
Reference in Response to
S. Pre-qualification Supporting Response (Yes /
Criteria Pre-Qualification Bid
No Criteria description Document No)
(Section # and Page #)
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Form PQ3: Financial Capability
<<To be completed by the Bidder / In case of consortium, by each partner as appropriate to demonstrate
that they meet the requirements>>
<<On the letterhead of the Chartered Accountant>>
<<To be submitted along with Audited Financial Statements>>
Date:
To
Colaba, Mumbai,
Maharashtra 400001
Dear Sir,
We have examined the books of accounts and other relevant records of <<Bidder / consortium Partner Name
along with registered address>>. On the basis of such examination and according to the information and
explanation given to us, and to the best of our knowledge & belief, we hereby certify that the annual turnover for
the three years i.e. from FY 2014-15 to FY 2016-17 was as per details given below:
Information from Balance Sheets (in Indian Rupees)
2014-15 2015-16 2016-17
Annual Turnover
Networth
(Signature of the Chartered Accountant)

Name :
Designation :
Membership Number :
Date :
Company Seal :
Business Address :
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Form PQ4: Proforma for EMD
To,
WHEREAS.............................................................. (Name of Bidder) hereinafter called "The Bidder" has decided

to participate in the tender number …….. , hereinafter called "Tender" published by Brihanmumbai Electric
Supply and Transport, hereinafter called "BEST".
AND WHEREAS it has been stipulated by you in the said Tender that the Bidder shall furnish you with a
Demand Draft or Pay Order or Bank Guarantee (of Nationalized Bank) for the sum specified therein as Security
Deposit for compliance with the Bidder's obligations in accordance with the Tender.
AND WHEREAS we have agreed to give the Bidder a guarantee
THEREFORE WE hereby affirm that we are Guarantors and responsible to you, on behalf of the Bidder, up to a
total of Rs. ________________/- (Rupees <in words> only) and we undertake to pay you, upon your first written
demand declaring the Bidder to be in default of the tender conditions and without cavil or argument any sums
within the limit of Rs. _____________/- as aforesaid, without your needing to prove or to show this grounds or
reasons for your demand or the sum specified therein.
This guarantee is valid until the .............day of....................201….
"Notwithstanding anything contained herein: liability under this bank guarantee shall not exceed Rs. <Insert
Value> (Rupees <Insert Value in Words> only.
- This bank guarantee shall be valid up to <Insert Expiry Date>
It is condition of our liability for payment of the guaranteed amount or any part thereof arising under this bank
guarantee that we receive a valid written claim or demand for payment under this bank guarantee on or before
<Insert Expiry Date> failing which our liability under the guarantee will automatically cease.
______________________
(Signature and Seal of Bank)
Date: ___________________________
Address: ___________________________
Witness: ___________________________
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Form PQ5: Relevant Experience
Credential for < Prequalification Criteria No. / Technical Criteria No>

Name of the Organization - <<Name of the Bidder / Consortium Member that have executed
Sr. No.
/ executing the project>>
Parameter Details
General Information
1. Customer Name
Name of the contact person and contact
2.
details for the client of the assignment
3. Whether client visit can be organized (YES / NO)
Project Details
4. Project Title
5. Start Date and End Date
Government/Private/PSU/Others please
6.
specify
Geographical Coverage (No. of locations the
7.
project covers)
8. Date of Go-Live
9. Total Cost of the project
10. Current Status (Live / completed / on-going /
terminated / suspended)
11. Number of years of successful operation
12. No of staff provided by your company
13. Please indicate the current or the latest AMC
period with the client (From Month –Year to
Month-Year)
14. Please indicate whether the client is currently

using the implemented solution
Size of the project

15. Order Value of the project (in lakhs)
16. Capital Expenditure involved (in lakhs)
17. Cost of services provided by the bidder (in

Lakhs)
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18. Cost of services provided by the partners if
involved (in Lakhs)
19. Number of total users and concurrent users of Total users

the solution at the client location(s):
Concurrent users
20. Training responsibilities of Bidder
21. Any other information to be shared with
BEST
Narrative Description of the Project:
Detailed Description of actual services provided by Bidder:
Documentary Proof:
Highlights of the Key Result Areas expected and achieved
List of modules and sub-modules implemented

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Form PQ6: Format for Consortium Agreement
<<On non-judicial stamp paper of appropriate value to be purchased in the name of executants
companies or as required by the jurisdiction in which executed>>
This Consortium Agreement executed on this ................ day of........................... Two Thousand ……………….
By:
M/s. .....................................a Company incorporated under the laws of........................and having its registered
office at............................. (Hereinafter called the “Lead Member/First Member” which expression shall
include its successors);
And
M/s. …....................... a Company incorporated under the laws of .......................................and having its
registered office at.......................... (Hereinafter called the “Second Member” which expression shall include its
successors)
And
M/s. …....................... a Company incorporated under the laws of .......................................and having its
registered office at.......................... (Hereinafter called the “Third Member” which expression shall include its
successors)
The Lead Member/First Member, the Second Member and the Third Member shall collectively hereinafter be
called as the “Consortium Members” for the purpose of submitting a proposal (hereinafter called as “Bid”) for the
work of ………………………(Name of project) of Brihanmumbai Electricity Supply and Transport (BEST)
(hereinafter called the “Owner”) in response to Request for Proposal Document (hereinafter called as ”tender”
Document) Dated………….. for the purposes of submitting the bid no. ………….. …………………………..and
entering into a contract in case of award for the work of …… (Name of work)………………………
WHEREAS, the Owner invited bids vide its tender document no. …………………for the work of…………AND
WHEREAS as per document, Consortium bids will also be considered by the Owner provided they meet the
specific requirements in that regard.
AND WHEREAS the bid is being submitted to the Owner vide proposal dated ………… based on the Consortium
Agreement and the bid with its forms and submission documents, in accordance with the requirement of tender
conditions and requirements have been signed by all the partners and submitted to the Owner.
AND WHEREAS Clause <> of tender document stipulates that a Consortium of maximum <3> companies,
meeting the requirements stipulated in the tender document may submit a Proposal signed by Lead Member of
the Consortium Members so as to legally bind all the Members of the Consortium to the Owner and duly
signed Consortium Agreement shall be attached to the Proposal.
NOW THEREFORE, in consideration of the mutual covenants of the members of the Consortium, the sufficiency
whereof is hereby acknowledged and other good valuable consideration, we agree as follows:
1. We the members in the Consortium hereby confirm that the name and style of the Consortium shall
be…………….. Consortium.
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2. M/s. ......................................shall act as Lead Member for self, and for and on behalf of M/s ……………………..
(Second Member) and ……………………………. (Third Member) and further declare and confirm that we shall
jointly and severally be bound unto the Owner for the successful performance of the obligations under the
Request for Proposal (tender) and resulting Contact Agreement(s) submitted / executed by the Lead Member in
the event of the selection of Consortium. Further, the Lead member is authorized to incur liabilities and receive
instructions for and on behalf of any or all partners of the consortium.
3. The composition or the constitution of the consortium shall not be altered without the prior consent of the Owner.
4. The roles and responsibilities of the lead member, second member and the third member of the consortium for
execution of various components/activities as defined in the tender document shall be as under:
S. No. Project Roles & Roles &Responsibility of

Component/Activity Responsibility of Consortium Member(s)
Lead Member
1
2
3
4
5. It is agreed that the lead member shall be liable for the entire scope of work and risks involved thereof. It is also
agreed that all non-lead members of the consortium shall be held equally responsible along with the lead member
for the obligations under the tender Document, Contract and this Agreement, as per thescope of work, roles and
responsibility agreed in this agreement.
6. For the purpose of this Agreement, the tender Document and the Contract, the Lead member shall be the single
point of contact for the BEST, shall have the overall responsibility of the management of the Project and shall
have single point responsibility for ensuring that all members of the consortium are complying with the terms and
conditions set out in the Contract and the tender Document.
7. If BEST suffers any loss or damage on account of any breach in the stipulation of the Agreements to be entered
into by the Consortium Members, upon its selection pursuant to tender (the "Agreements") or any shortfall in the
performance of the Transaction or in meeting the performances guaranteed as per the tender and the
Agreements, the Consortium Members hereby jointly and severally undertake to promptly make good such loss
or damages caused to BEST on its demand without any demur or contest. The Owner shall have the right to
proceed against anyone of the partners and it shall neither be necessary nor obligatory on the part of the Owner
to proceed against the Lead bidder before proceeding against or dealing with the other Member.
8. The financial liability of the Consortium Members to the BEST, with respect to any of the claims arising out of the
performance or non-performance of obligations under the tender and the resulting Agreement(s) shall not be
limited so as to restrict or limit the liabilities of any of the Members.
9. It is expressly agreed by the Members that all the due payments shall be made by the Owner to lead member
only.
10. This Consortium agreement shall be construed and interpreted in accordance with the laws of India and the
Courts of Mumbai shall have the exclusive jurisdiction in all matters arising there under.
11. It is also hereby agreed that Lead Member shall, on behalf of the Consortium shall submit the Bid and
performance Security as specified by owner in the tender document.
12. It is further agreed that this Consortium Agreement shall be irrevocable and shall continue to be enforceable till
the same is discharged by BEST
13. This Agreement shall come into force as of the date of signing and shall continue in full force and effect until the
complete discharge of all obligations, concerning the carrying out of the Project, which have been taken on by the
Parties under the Contract, tender Document and under this Agreement.
14. Any other terms and conditions not in contradiction to the tender and above mentioned terms and conditions.
-39-
IN WITNESS WHEREOF, the Members to the Consortium agreement have through their authorised
representatives executed these presents and affixed common seal of their companies, on the day, month and
year first mentioned above.
Common Seal of................has been affixed in For and on behalf of M/s……………..

my/our Lead Member presence pursuant to Board
of Director’s resolution dated .............................. (Lead Bidder)
1) W itness (Signature of authorized representative)

Name:
2) W itness Designation:

of Director’s resolution dated .............................. (Second member)

Name:

of Director’s resolution dated .............................. (Third member)

Name:
-40-
Form PQ7: Details of ineligibility with any of the Government or Public Sector Units or Local
Governments
<<On the letterhead of the Bidding Organization>>
<<In case of consortium, separate certificates to be submitted from respective authorized
representatives>>
Date:
To
Colaba, Mumbai,
Maharashtra 400001
Subject: Declaration for not being under an ineligibility for any reason with any of the Government or Public
Sector Units or Local Governments in India
Dear Sir,
In response to the Tender No: DMM(T-II)/05/TCU/40521/2017-18/Advt., Due on 01.11.2017, I/ We hereby
declare that presently our Company/ Firm ___________________is having unblemished record and is not
declared ineligible for any reason either indefinitely or for a particular period of time by any State/ Central
Government/ PSU/Autonomous Body. We further declare that presently our Company/ firm
__________________is not blacklisted and not declared ineligible for any reasons by any State/ Central
Government/ PSU/ Autonomous Body on the date of Bid Submission. If this declaration is found to be incorrect
then without prejudice to any other action that may be taken, my/ our security may be forfeited in full and the
tender if any to the extent accepted may be cancelled.
Thanking you,
Yours faithfully

Name :
Designation :
Date :
Company Seal :
Business Address :
-41-
Form PQ8: Manufacturers Authorization Form (For Hardware Equipment)
<<To be submitted on the Company Letter head of the OEM>>
[Date]
To
Colaba, Mumbai,
Maharashtra 400001
Sub: Authorization of <company name of Bidder> to Provide Services Based on Our Product(s)
Sir,
1. This is to certify that I/We am/are the Original Equipment Manufacturer in respect of the products listed below.
I/We confirm that <name of Bidder> have due authorization from us to provide services, to BEST, that are
based on our product(s) listed below as per Request for Proposal document titled “RFP for selection of MSP
for ITMS for BEST undertaking We further endorse the warranty and contracting terms provided by bidder to
BEST.
2. I/We are the Original Equipment Manufacturer in respect of the products listed. I/We do hereby undertake that
our products being installed by <Bidder Name >, pursuant to the Request for Proposal (tender) document
relating to providing of the Implementation, Information Technology Infrastructure and System Integration
services to BEST, will be inspected to ensure they are installed, commissioned and supported to the best of
the operating characteristics of these applications equipment.
3. I/We also undertake that we will provide support to BEST in quality of deliverables and in ensuring that the
solution is implemented in the best of ways by exploiting all the capabilities offered by the solution, to meet the
requirements of BEST.
4. I/We also undertake that we will support all the customizations made on our product by the MSP to meet the
requirements of BEST.
S. No. Product Name Remarks
Yours faithfully,
Authorised Signatory
Designation
OEM’s company name
CC: Bidder’s corporate name
-42-
5.2 Technical Bid Formats
Form Tech 1: Technical bid submission letter
Date:
To
BEST House,
BEST Marg,
Colaba, Mumbai,
Maharashtra 400001
Intelligent Transport Management System (ITMS) for BEST Undertaking ”
Dear Sir,
1. We hereby request to be qualified with the BEST as a bidder for<Project Title> against Tender No:
DMM(T-II)/05/TCU/40521/2017-18/Advt., Due on 01.11.2017, I / We declare that all the services
shall be performed strictly in accordance with the tender documents and we agree to all the terms
and conditions in the tender.
2. I / We confirm that I / we am / are withdrawing all the deviations, counter clauses, proposed
modifications in the Scope of work, Terms and Conditions, Functional Requirement Specifications
and Technical Specifications which may have been mentioned in our proposal.
3. We authorize BEST or its authorized representatives to conduct any investigations to verify the
statements, documents and information submitted and to clarify the financial and technical aspects
of this application. For this purpose, we hereby authorize (any public official, engineer, bank,
depository, manufacturer, distributor, etc.) or any other person or firm to furnish pertinent
information deemed necessary and requested by BEST to verify statements and information
provided in this application or regarding our competence and standing.
4. The names and positions of persons who may be contacted for further information, if required, are
as follows:
Name: ________________________________
Designation: ________________________________
Telephone: ________________________________
E-mail id: ________________________________
5. We declare that the statements made and the information provided in the duly completed
application to best of our knowledge, are complete, true and correct in every detail. On verification
at any time in the future if it is found that information furnished with this application and statements
made therein are not true, incomplete or incorrect, we hereby authorize BEST to reject our
application.
6. We confirm having submitted the information as required by you in Qualification Criteria. In case you
require any other further information / documentary proof in this regard before evaluation of our bid,
we agree to furnish the same in time to your satisfaction.
-43-
7. We undertake, if our proposal is accepted, to provide all the services related to “Selection of
Request for Proposal (RFP) for “Selection of Managed Service Provider for Intelligent Transport
Management System (ITMS) for BEST Undertaking ” put forward in the bid document or such features
as may subsequently be mutually agreed between us and BEST or its appointed representatives.
8. We agree for unconditional acceptance of all the terms and conditions set out in the bid document and
also agree to abide by this bid response for a period of 210 days from the date fixed for bid opening and
it shall remain binding upon us with full force and virtue. Till a formal contract is prepared and executed,
this bid response, together with your written acceptance thereof in your notification of award, shall
constitute a binding contract between us and BEST.
9. We hereby declare that in case the contract is awarded to us, we will submit Performance Bank
Guarantee equivalent to 10% of total contract value as quoted in the commercial bid in the form
prescribed in the tender.
10. I/We understand that BEST reserves the right to reject any application without assigning any reason
thereof.
11. I/We hereby undertake that I/We have not made any payment or illegal gratification to any
person/authority connected with the bid process so as to influence the bid process and have not
committed any offence under the PC Act in connection with the bid.
12. All the prices mentioned in our Tender are in accordance with the terms as specified in the tender
documents. All the prices and other terms and conditions of this Bid are valid for a period of 210 calendar
days from the date of opening of the Bid.
13. We hereby confirm that our prices include all taxes. However, all the taxes are quoted separately under
relevant sections.
14. We understand that the actual payment would be made as per the existing tax rates during the time of
payment.
15. We have indicated in the relevant forms enclosed, the unit rates for the purpose of on account of
payment as well as for price adjustment in case of any increase to/decrease from the scope of work
under the contract.
16. I/We do hereby confirm to deliver the latest versions of the software and hardware as available on the
date of delivery on mutually agreed terms, that addresses the requirements of BEST, pursuant to the
Request for Proposal (tender) document relating to providing of the Enterprise Business system and
associated software components, Implementation, training and maintenance services, Information
Technology Infrastructure and System Integration services to BEST at the same cost committed in the
commercial proposal.
17. We shall size the hardware, all other equipment and software based on information provided by BEST in
its tender document, past experience of similar implementations, best practices followed elsewhere and
in accordance with the expected tender and Service Level requirements and assure BEST that the
required sizing shall be accounted in the commercial bid. However, if the sizing of any of the proposed
solutions is found to be inadequate in meeting the tender and the Service Level requirements given by
BEST, then we will upgrade the proposed solution without any additional cost to BEST.
18. We further confirm that the prices stated in our bid are in accordance with your Instruction to Bidders
included in Tender documents.
19. In case you require any other further information/ documentary proof before/ during evaluation of our
Tender, we agree to furnish the same in time to your satisfaction.
20. We declare that our Bid Price is for the entire scope of the work as specified in the tender document.
These prices are indicated in Commercial Bid submitted as part of the requirements of Tender.
-44-
21. I/We do hereby undertake that commercial proposal submitted by us is inclusive of all the items in the
technical proposal and is inclusive of all the clarification provided/may be provided by us on the technical
proposal during the evaluation of the technical offer. We understand and agree that our commercial
proposal is firm and final and shall any clarifications sought by you and provided by us would not have
any impact on the commercial proposal submitted by us.
22. Our commercial proposal shall be binding upon us subject to the modifications resulting from Contract
negotiations, upto expiration of the validity period of the Proposal.
23. We understand you are not bound to accept any Proposal you receive.
24. We hereby declare that our Tender is made in good faith, without collusion or fraud and the information
contained in the Tender is true and correct to the best of our knowledge and belief.
25. I/We shall disclose any payments made or proposed to be made to any intermediaries (agents, etc.) in
connection with the bid.
26. It is hereby confirmed that I/We are entitled to act on behalf of our company/ firm/ organization and
empowered to sign this document as well as such other documents, which may be required in this
connection.
27. We declare that we have read through the Tender document, all related clarifications and corrigendum.
Thanking you,
Yours faithfully

Name :
Designation :
Date :
Company Seal :
Business Address :
-45-
Form Tech 2: Bidder’s and Sub-Contractor’s Details
Bidder’s Details
S. No Details Required Response
1 Name of the Company/ Bidder
2 Year of establishment of the Company/Bidder
3 Head Office Address
4 Telephone No. (with STD Code)
5 Fax No. (with STD Code)
6 E-mail Address
7 Name of the key representative for this project
Sub-Contractor’s Details
S. No Details Required Response

1 Name of the Company/ Sub-Contractor
2 Year of establishment of the Company/Sub-Contractor
3 Head Office Address
4 Telephone No. (with STD Code)
5 Fax No. (with STD Code)
6 E-mail Address
7 Area of Specialization (Refer section 5.20 of Volume – I of the RFP)
Note: In case of more than one sub-contractor please submit details in additional sheets in the above format.
As of this date the information furnished in all parts of this form is accurate and true to the best of my knowledge.
(Signature of the Authorised signatory of the Bidder)

Name:
Designation:
Seal:
Date:
Place:
Business Address:
-46-
Form Tech 3: Relevant Experience
Sr. No. Credential for < Prequalification Criteria No. / Technical Criteria No>
Name of the Organization - <<Name of the Bidder / Consortium Member that have
executed / executing the project>>
Parameter Details
General Information
1. Customer Name
2. Name of the contact person and contact
details for the client of the assignment
3. Whether client visit can be organized (YES / NO)
Project Details
4. Project Title
5. Start Date and End Date
6. Government/Private/PSU/Others please
specify
7. Geographical Coverage (No. of locations the
project covers)
8. Date of Go-Live
9. Total Cost of the project
10. Current Status (Live / completed / on-going /
terminated / suspended)
11. Number of years of successful operation
12. No of staff provided by your company
13. Please indicate the current or the latest
AMC period with the client (From Month –
Year to Month-Year)
14. Please indicate whether the client is

currently using the implemented solution
Size of the project
15. Order Value of the project (in lakhs)
16. Capital Expenditure involved (in lakhs)
17. Cost of services provided by the bidder (in

Lakhs)
18. Cost of services provided by the partners if
involved (in Lakhs)
-47-
19. Number of total users and concurrent users Total users
of the solution at the client location(s):
Concurrent users
20. Training, System handover and Operational
responsibilities of Bidder
21. Any other information to be shared with
BEST
Narrative Description of the Project:
Detailed Description of actual services provided by Bidder:
Documentary Proof:
Highlights of the Key Result Areas expected and achieved
List of modules and sub-modules implemented

-48-
Form Tech 4: Approach and Methodology
1. The Bidder should cover details of the methodology proposed to be adopted for planning and
implementation of solutions and infrastructure relating to establishment of the proposed solution.
2. The bidder shall cover the details for best practices from imparting similar kind of training for users in an
organization similar to the purchaser based on bidder's prior implementation experience in the same
3. Detailed Methodology and approach provided for training of the different stakeholders within BEST
4. Best practices from undertaking Change Management for users in an organization similar to BEST based on
bidder's prior implementation experience in the same.
5. Detailed Training Plan indicating the number of training sessions, batch sizes and number of batches with
respect to all the stakeholders, and all different kinds of training vis-à-vis the requirements in the tender.
6. The Bidder may give suggestions on improvement of the scope of work given and may mention the details of
any add on services related to this project over and above what is laid down in the tender document. List of
deliverables should also be identified and explained.
7. The Bidder shall describe the knowledgebase, best practices and tools that will be used by the project team
for the execution of scope of work activities based on bidder’s prior implementation experience in the same
8. The Bidder should cover details of the methodology proposed to be adopted for operations and maintenance
related the proposed solution.
9. The Bidder should provide details about of the Service Helpdesk and handholding staff available for the
purpose of resolution of issues pertaining to the conditions at the proposed solution.
10. Project Methodology should contain but not limited to following
• Overall implementation methodology (Objective of phases, deliverables at each phase, etc.)
• Methodology for performing business design
• Methodology for quality control and testing of configured system
• Methodology of internal acceptance and review mechanism for deliverables by the bidder.
• Proposed Acceptance criteria for deliverables
• Methodology and approach along with proposed tools and processes which will be followed by the
bidder during project implementation
• Change Management and Training Plan
• Spare-part delivery management Plan for hardware components related to the solution
• Risk and Quality management plan
11. Additional information directly relevant to the scope of services provided in the Volume II of the tender may
be submitted to accompany the proposal.
12. Overview of support methodology offered in Warranty, AMC/ATS and Support & Maintenance phase
13. Detailed bill of services offered for Warranty, AMC/ATS and Support and Maintenance services
14. Detailed support model for services under support and Maintenance
-49-
Form Tech 5: Solution Proposed
S. Solution Area Name of Reference of Implementation Salient Features
No. product / similar carried out by (Approximate
technology implementation Bidder / OEM / Development /
Sub-Contractor* Configuration Time,
Performance,
Scalability etc.)
9
-50-
Form Tech 6: List of Key Personnel
Name of Key
S. No Area of Expertise Position/Task assigned for this job
Personnel
1.
2.
3.
4.
5.
6.
Note:
1. Names of only the Key Personnel (Refer Annexure 5) should be mentioned in the table above. If more than
one Key Personnel is provided for a particular role, all the names should be mentioned in separate rows.
2. The marks for Key Personnel will be computed on the basis of evaluation of Key Personnel only whose CVs
are enclosed. If more than one Key Personnel is proposed, the evaluation for the role will be computed
based on the proportionate share of the Key Personnel for that role.
3. One Key Personnel can be assigned more than one role.
-51-
Form Tech 7: Curriculum Vitae of Key Personnel
1 Proposed Position
2 Name of Staff
3 Current Job Title/ Designation
4 Date of Birth
5 Nationality
6 Education Sr. Degree Institution Dates

No Obtained
7 Certifications
8 Employment Record
9 Membership of Professional Associations
10 Other Training
11 Countries of Work Experience
12 Languages Sr. Language Read Write Speak

No
13 Detailed Tasks Assigned
14 Work Undertaken that Best Illustrates Capability to Handle the Tasks Assigned
-52-
Name of the Assignment/Job or project

Year
Location
Employer
Main Project Features
Position Held
Activities Performed
Certification:
I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly describes myself,
my qualifications, and my experience. I understand that any willful misstatement described herein may lead
to my disqualification or dismissal, if engaged.
Date:
Place:
-53-
Form Tech 8: Staffing Schedule for Operations Phase
No. of persons proposed to be deployed

S. Total man-
Category Role
No months
1 2 3 4 5 6 n
Note:
1. MSP should specify the approximate number of personnel for software development during implementation
phase.
2. MSP should specify the number of persons proposed to be deployed in the operations phase on the basis of
the following categories as specified in section 3.6.1 Technical evaluation criteria
-54-
Form Tech 9: Work Schedule
A work schedule plan covering break-up of each phase into the key activities, along with the start and end dates
should be provided as per format given below.
S. No Activity Duration (Indicate start and end)
1 2 3 4 5 6 7 8 9 10 11 12 N
Note: The above activity chart is for the purpose of illustration. Bidders are requested to provide detailed activity
and phase wise timelines for executing the project with details of deliverables.
-55-
Form Tech 10: Undertaking – Arrangement with OEMs for Technical Support
To
………..
……..
Sir,
Sub: Arrangement with OEMs for implementation and operations
We, the undersigned, having read and examined the requirements of the project, have licensed all COTS
products that would complement the solution in the best possible way and that all the business and functional
requirements would be fulfilled either by the COTS product or through customizations. We have/will enter(ed)
into requisite arrangements with the OEMs for the following:
1. Professional Services and Technical Support
We confirm that we have chosen the products from OEMs who have professional support services in India (or
through their authorized channel partners). These professionals will be made available as and when required for
supporting all technical aspects of project implementation, solution maintenance and support during entire period
of Project including extended period if any as stated in RFP. This does not include web support or remote
support.
2. Vetting of solution
We confirm that OEM’s support would be taken for vetting of the technical solution as proposed and
implemented.
We confirm that OEM’s support would be taken to ensure that the end-to-end solution works seamlessly across
products and that the integration is covered under our agreements with all the OEMs involved.
3. It is hereby confirmed that I/We are entitled to act on behalf of our company and empowered to sign this
document as well as such other documents, which may be required in this connection.
(Signature of the Authorised signatory of the Bidder)
Name:
Designation:
Seal:
Date:
Place:
Business Address:
Summary of Arrangement with OEMs for implementation and operations support
OEM Name &

S. No. Product Arrangement for Technical Support
Registered Office
-56-
Form Tech 11: Unpriced Bill of Material as per Volume 2 of this RFP
Form Tech 12: Compliance to Functional Requirements
Compliance against the following requirements is expected to be provided in the technical response bid in the
following format
Sr. No. Description of Compliance Compliance Product Sub-module
Requirement (Yes/No) type (STD / Name with (if applicable)
CUS / DEV) version
1
Where:
Sr. No. Requirements no.
Description of As provided in the document below
requirement
Compliance (Yes/No) Please enter "Yes" or "No" only. No other value should be entered
Compliance type Only following three values shall be accepted here

(STD / CUS / DEV) STD: Functionality can be provided by the proposed solution out of the box
CUS: Functionality can be provided by customization to the proposed
solution, includes use of third party solution for installation
DEV: Functionality will be developed
Product Name with Please mention the product name with version which will be used to provide
version the functionality
Module Please mention the specific module within the product which will be to
provide the functionality
Sub-module Please mention the specific sub-module (if applicable) within the product
(if applicable) which will be to provide the functionality
-57-
5.3 Commercial Bid Formats
Form FIN1: Commercial bid submission letter
(To be submitted on the Letterhead of the Bidder)

Date:
To,

Colaba, Mumbai,
Maharashtra 400001
Sir,
Intelligent Transport Management System (ITMS) for BEST Undertaking ”
Reference:
We, the undersigned Bidders, having read and examined in detail all sections of the RFP document in respect of
“Selection of Managed Service Provider for Intelligent Transport Management System (ITMS) for BEST
Undertaking ”, do hereby propose to provide the solutions and services as specified in the Tender document.
Tender No: DMM(T-II)/05/TCU/40521/2017-18/Advt.,

1. Price and Validity

All the prices mentioned in our proposal are in accordance with the terms as specified in the Tender documents.
All the prices and other terms and conditions of this proposal are valid for a period of 210 calendar days from the
date of submission of the Proposal.
2. Taxes
We hereby confirm that our proposal prices include all taxes existing as on the date of submission. We have
studied the clause relating to Indian Tax and hereby declare that if any income tax, surcharge on Income Tax,
Professional and any other Corporate Tax in altercated under the law, we shall pay the same. However any
variation in tax apart from income tax and GST will be reimbursed by the BEST based on actual prevailing rates
as on the date of invoice.
3. Tender Pricing
We further confirm that the prices stated in our proposal are in accordance with all requirements, instruction,
terms and conditions and procedures included in RFP documents.
-58-
4. Qualifying Data
We confirm having submitted the information as required by you in your Instruction to Bidders. In case you
require any other further information/documentary proof in this regard before evaluation of our Bid, we agree to
furnish the same in time to your satisfaction.
5. Proposal Price
We declare that our proposal Price is for the entire scope of the work as specified in the Schedule of
Requirements and Tender documents. The price quoted will remain firm during the contract period.
6. We hereby declare that our Proposal is made in good faith, without collusion or fraud and the information
contained in the Proposal is true and correct to the best of our knowledge and belief.
7. We understand that our Proposal is binding on us during the validity period or the extensions thereof and
that you are not bound to accept a Proposal you receive.
8. We confirm that no deviations are attached here with this commercial offer.
Thanking You,
Yours faithfully,
(Signature of the Bidder / Authorized signatory)

Printed Name
Designation
Seal
Date:
Place:
Business Address:
-59-
Form FIN2: Commercial bid and priced bill of material
Summary
# Component Category Total price during Total price during Operations and Maintenance Total O&M price Total Amount Total Amount in
implementation inclusive of Words
taxes, levies,
Year 1 Year 2 Year 3 Year 4 Year 5 duties, etc.
A i ii iii iv V B = (i+ii+iii+iv+v) C=A+B C
1 Hardware
2 Software
3 Cloud Infrastructure
4 Command and Control Centre
5 UI / UX Design
6 Training and capacity building
7 Manpower
8 Other Operations and maintenance costs
Total (Sum of components) Sum of breakup Sum of breakup
including cloud including cloud
GT Grand Total i.e. Contract price inclusive of all taxes
Sr. GT will be considered for commercial evaluation
Authorised signatory on behalf of the bidder:

Full name: ………………………………………………………
Address: ……………………………………………………….
Seal of the Firm:
Page
-60-
Break-up of cost components during Implementation (excluding cloud infrastructure)
S. No Component Category Component No of Unit Rate Total GST Any other Total Price Total Price in
Units (excluding taxes, duties, (including all words
taxes, levies , levies taxes, duties,
duties) levies)
A B C = (A x B) D E C+D+E
<as per BoM>

Full name: ………………………………………………………
Address: ……………………………………………………….
Seal of the Firm:
Break-up of cost components during operations and maintenance (excluding cloud infrastructure)
Sr. Component Component Year Year Years Year Year Total Price (excluding taxes, GST Any other Total Price (including
No. Category 1 2 3 4 5 duties, levies) tax/levy/duty taxes, duties, levies)
A B 1 2 3 4 5 C = (1+2+3+4+5) D E F
<as per BoM>

Full name: ………………………………………………………
Address: ……………………………………………………….
Seal of the Firm:
Page 1
-61-
Cloud Infrastructure
Total
Total Cost of Central Cloud infrastructure for Primary Site and Disaster Recovery Site Any
S. Component Total Price Price
GST other
No. Description Unit (excluding (including
taxes,
description Implementation Year 1 Year 2 Year 3 Year 4 Year 5 taxes, duties, all taxes,
duties,
levies) duties,
Units Price Units Price Units Price Units Price Units Price Units Price levies
levies)
2= 3= 4= 6 (i)
1= 5 (i) C=
(ii) (iii) (i) x (iv) (i) x (v) (i) x (vi) (vii) x D E C+D+E
(i)x(ii) x (vi) (1+2+3+4+5+6)
(iii) (iv) (v) (vii)
Virtual <to be
1 Machines - updated by
Type 1 bidder>
Virtual <to be
2 Machines - updated by
Type 2 bidder>
<to be
3 Storage updated by
bidder>
Add new
line for each
component
Total
Total Price (in Words) is _______________________________________________________________

Full name:
Address:
Seal of the Firm:
Page 2
-62-
GIS related infrastructure cost
Break-up of cost components during Implementation phase
S. Component Component No Unit Total GST Any other Total Price Total
No Category of Rate (excluding taxes, (including all Price in
Units taxes, duties, taxes, words
levies , levies duties,
duties) levies)
A B C = (A x B) D E C+D+E
OPTION 1 – Integration with Purchaser’s GIS System
1 Software One time development and integration cost of software 1
OPTION 2 – Integration with GIS maps provided by Third party commercial service provider such as google etc.
1 Software One time development and integration cost of software 1

Full name: ………………………………………………………
Address: ……………………………………………………….
Seal of the Firm:
Page 3
-63-
Break-up of cost components during operations and maintenance phase
Sr. Component Component Year Year Years Year Year Total Price (excluding taxes, GST Any other Total Price (including
No. Category 1 2 3 4 5 duties, levies) tax/levy/duty taxes, duties, levies)
A B 1 2 3 4 5 C = (1+2+3+4+5) D E F
OPTION 1 – Integration with Purchaser’s GIS system
1 Software Operation and
maintenance cost to
integrate with
purchaser’s GIS
system
OPTION 2 – Integration with GIS maps provided by Third party commercial service provider such as google
1 Software Subscription cost to
integrate with third
party service
provider such as
google etc.
2 Software Operations and
maintenance cost to
integrate with third
party service
provider such as
google etc.
Please take a note of following scenarios related to GIS requirement

S. Scenario Description Engagement Model
No
1. Purchaser decides to use own GIS system Purchaser shall pay to service provider as per Option 1 in above tables.
2 Purchaser decides to use GIS maps provided by third party Purchaser shall pay to service provider as per option 2 in above tables
commercial service providers
Page 4
-64-
ANNEXURE A: Request for clarification format

Clarification Requested by:
Name
Designation
Company
Address
Contact Number
e-mail ID
Date
Clarifications Requested:
RFP Document Content of RFP

Points of
S. No. Reference(s) (Section & requiring
clarification
Page Number(s)) Clarification(s)
Note: Bidders are requested to provide the queries in MS Word format
Page 0
Volume 2 of 3 - RFP for selection
election of Bidder for implementation of ITMS for BEST Undertaking
-65-
ANNEXURE B: Performance Bank Guarantee format
To

(BEST)
BEST House,
BEST Marg,
Colaba, Mumbai,
Maharashtra 400001
Whereas, <<name of the MSP and address>> (hereinafter called “the Bidder”) has undertaken, in pursuance of
contract no. <Insert Contract No.> dated.
ated. <Date> to provide Implementation services for “Intelligent Transport
Management System (ITMS)” to BEST Undertaking (hereinafter called “the beneficiary”).
And whereas it has been stipulated by in the said contract that the MSP shall furnish you with a bank guarantee
by a recognized bank for the sum specified therein as security for compliance with its obligations in accordance
with the contract;
And whereas we, <Name of Bank> a banking company incorporated and having its head /registered office at
<Address of Registered Office> and having one of its office at <Address of Local Office> have agreed to give the
MSP such a bank guarantee.
Now, therefore, we hereby affirm that we are guarantors and responsible to you, on behalf of the MSP, up to a
total
otal of Rs. <Insert Value> (Rupees <Insert Value in Words> only) and we undertake to pay you, upon your first
written demand declaring the MSP to be in default under the contract and without cavil or argument, any sum or
sums within the limits of Rs. <Insert
rt Value> (Rupees <Insert Value in Words> only) as aforesaid, without your
needing to prove or to show grounds or reasons for your demand or the sum specified therein.
We hereby waive the necessity of your demanding the said debt from the MSP before prese
presenting us with the
demand.
We further agree that no change or addition to or other modification of the terms of the contract to be performed
there under or of any of the contract documents which may be made between you and the MSP shall in any way
release us from any liability under this guarantee and we hereby waive notice of any such change, addition or
modification.
This Guarantee shall be valid until <<Insert Date>>

-66-
Notwithstanding anything contained herein:
• Our liability under this bank guarantee shall not exceed Rs. <Insert Value> (Rupees <Insert Value in
Words> only).
• This bank guarantee shall be valid up to <Insert Expiry Date>
• It is condition of our liability for payment of the guaranteed amount or any part thereof arising under this
bank guarantee that we receive a valid written claim or demand for payment under this bank guarantee
on or before <Insert Expiry Date> failing which our liability under the guarantee will automatically cease.
"This Bank Guarantee issued by _______________

____________________Bank,
_____Bank, on behalf of MSP in favour of BEST is in
respect of a new Contract dated________________.
As communicated by MSP on the date of execution of this Bank Guarantee an amount of Rupees
______________ (Rupees ______________________________ only) is outstanding and payable to MSP, in
respect of pervious contracts between MSP and BEST
As communicated by MSP on the date of execution of this Bank Guarantee, there are no outstanding disputes
related to any pervious contracts between MSP and BES
BEST. "
-67-
ANNEXURE C: Bid security format

Whereas ___________________________________ (hereinafter called “the Bidder”) has submitted its bid
dated ___________ for “Managed
Managed Service Provider for Intelligent Transport Management System
(ITMS) for BEST Undertaking ” (hereinafter
ereinafter called "the Bid") to the General Manager of BEST Undertaking
Know all men by these presents that We________________________________ of

______________________________ having our registered office at
_________________________________ (hereinafter called "the Bank") are bound unto the General
Manager of BEST Undertaking (hereinafter called "the Purchaser") to the sum of
__________________________ for which payment well and truly to be made to the said Purchaser, the
Bank binds itself, its successors and assigns by these presents. Sealed
Sealed with the Common Seal of the said
Bank on this ______________________ day of _______________ 20___
20
THE CONDITIONS of this obligation are:
1. If the Bidder, having withdrawn its Bid during the period of bid validity specified by the Bidder on the Bid Form;
or
2. If the Bidder, having been notified of the acceptance of its bid by the Purchaser during the period of bid
validity:
a. fails or refuses
ses to execute the Contract Form, if required; or
b. fails or refuses to furnish the Performance Security, in accordance with the instructions to
Bidders;
We undertake to pay to the Purchaser up to the above amount upon receipt of its first written demand, without
the Purchaser having to substantiate its demand, provided that in its demand the Purchaser will note that the
amount claimed by it is due to it owing to the occurrence of one or both of the two conditions, specifying the
occurred condition or conditions.
This guarantee will remain in force up to and including 120 days after the period of bid validity, and any demand
in respect thereof should reach the Bank not later than the above date.
____________________________
(Authorised Signatory of the Bank)

-68-
ANNEXURE D: Pre-qualification
qualification criteria to be uploaded by the bidder
PRE
PRE-QUALIFICATION CRITERIA
FOR 1ST STAGE OF EVALUATION:
The prospective bidders shall enclose documentary evidence in support of the Pre Pre-qualification
qualification criteria shown below at
Sr. No. 1 to 20. The bids not qualifying the eligibility criteria of the 1st stage evaluation shall be rejected.
Sr. Criteria Yes/ Text Allow Mandatory
No. No matter Attach.
1. The tenderer shall pay Tender document fee applicable to this Appl. N.A. N.A. Yes
particular tender through on-line line payment gateway (e (e-payment)
facilitating the use of Net Banking, Credit Card/Debit Card or
NEFT/RTGS payment.
2. The tenderer shall pay Earnest Money Deposit applicable to this Appl. Appl. Appl. Yes
particular tender or submit the original Bank Guarantee of the EMD
amount in the proforma shown in Annexure-C
Annexure at Sr.No.2.3.3 or Form
PQ4 incorporated in the Instructions to Bidders of RFP.
3. Bidder (Prime
Prime bidder of consortium or single bidder) shall be any ONE N.A. Appl. Appl. Yes
of the following:
A company incorporated in India under the Companies Act, 1956 or
Companies Act, 2013 (as amended till date), and subsequent
amendments thereto
An entity registered under LLP Act 2008 and subsequent
amendments thereto.
Partnership firms registered under Indian Partnership Act, 1932
The bidder must be incorporated/ registered foreign country as per
the applicable law of respective country. In this ca case bidder will have
to submit an undertaking that bidder will complete the necessary
registration and open a registered office within 6 months on award of
contract
The bidder (Prime
Prime bidder of consortium or single bidder) should have
been operating for the last five years as on the date of publishing of
tender notice (including name change/ impact of mergers or
acquisitions).
Prime bidder of consortium or single bidder should upload the
documentary evidence such as Certificate of incorporation/
registration.. In case of foreign organization, incorporation documents
other than English language should be accompanied by a notarized
translation to English language only.
4. The bidder is required to upload prepre-qualification submission letter as N.A. N.A. Appl. Yes
per Form PQ1 alongwith Pre-qualification
qualification check-list
check as per Form PQ2
incorporated in the Instructions to Bidders of RFP.
5. The bidder (Prime
Prime bidder of consortium or single bidder) should have N.A. Appl. Appl. Yes
an average annual turnover of at least INR 50 crores in last 3 financial
years (FY 2016-17, 2015-16 16 and 2014
2014-15).
* For conversion of US Dollars to Rupees, the rate of conversion shall
be as per the REFERENCE RATE published by RBI as on date of
submission of the bid. In case of any other currency, the same shall
first be converted to US Dollars as on the date 60 (sixty) days prior to
the Application Due Date, and the amount so derived in US Dollars
shall
all be converted into Rupees at the aforesaid rate. The conversion
rate of such currencies shall be the daily representative exchange
rates published by the International Monetary Fund for the relevant
date.
Prime bidder of consortium or single bidder shou should upload the
documentary evidence such as Extracts from the audited Balance
sheet and Profit & Loss statements and Certificate from the Statutory
Auditor as per format Form PQ3 incorporated in the Instructions to
Bidders of RFP.
-69-
6. The bidder (Prime
Prime bidder of consortium or single bidder) should N.A. Appl. Appl. Yes
have positive Net Worth for last three years as of 31.03.2017.
For the purpose of this criterion, net
net-worth of only the bidding entity
will be considered. Net-Worth
Worth of any parent, subsidiary, associated
or other related entity will not be considered.
Net worth is defined as Equity Capital + Reserve and Surplus -
Revaluation Reserve- Accumulated losses - Intangible assets
Prime bidder of consortium or single bidder should upload the
documentary evidence such as Duly certified statement from the
auditor for the last 3 Financial Years as per format Form PQ3
incorporated in the Instructions to Bidders of RFP.
7. The Bidder (Bidder in case of single bidder or any of the consortium N.A. Appl. Appl. Yes
members in case of consortium) must have experience of
successful Go-Live/completed
Live/completed project during the last SEVEN years
(as on the last date of bid submission)
Projects covering each of the following areas for a fleet of at least
250 buses:
• Automatic Vehicle Location tracking
• Passenger Information System
• Command control centre
Bidder may submit one single project or separate projects for this
criteria.
• Work Order+ Completion Certificates from the client; OR
• Work Order+ Self-Certificate
Certificate of Completion (Certified by the
Statutory Auditor); OR
• Work Order+ Phase Completion Certificate (for ongoing
projects) from the client
Project details as per format Form PQ 5 incorporated in the
Instructions to Bidders of RFP.
8. The proposed software product should have been successfully N.A. Appl. Appl. Yes
implemented in at least 3 public transport organizations in the last
SEVEN years as on last date of bid submission.
Projects may cover ATLEAST ONE the following, however all
functions should be covered in 3 citations at least once:
• Bus/Route planning, scheduling, and rostering
• Fleet management (bus dispatch/bus maintenance/ bus control,
etc.)
• Workshop and stores/inventory management
Experience of OEM may be provided. However, OEM shall have to
submit MAF as per Form PQ8 incorporated in the Instructions to
Bidders of RFP.
The bidder (Bidder in case of single bidder or any of the consortium
members in case of consortium) should upload the following as a
documentary evidence:
• Work Order + Completion Certificates from the client; OR
• Work Order + Self-Certificate
Certificate of Completion (Certified by the
Statutory Auditor); OR
• Work Order + Phase Completion Certificate (for ongoing
projects) from the client.
Project details as per format Form PQ5 incorporated in the
9. The prime or lead member in case of consortium should enter into N.A. Appl. Appl. Yes
MoU Agreement between lead member and consortium members
as per the condition of consortium. They should upload MoU
Agreement as per format Form PQ6 incorporated in the Instructions
to Bidders of RFP. This criterion is not mandatory for single bidder.
-70-
10. The Bidder (Bidder in case of single bidder or all consortium N.A. Appl. Appl. Yes
members in case of consortium) shall not be declared ineligible for
corrupt & fraudulent practices either indefinitely or for a particular
period of time by any State/Central Government/PSU/ Autonomous
Body (Under Any government law) in India as on last date of
submission of the Bid.
The Bidder (Bidder in case of single bidder or all consortium
members in case of consortium) should upload a an undertaking from
Authorized Signatory as per format Form PQ7 incorporated in the
11. The Bidder (Bidder in case of single bidder or all consortium N.A. Appl. Appl. Yes
members in case of consortium) should be ISO certified/possessing
similar quality certification. The bidder (Bidder in case of single
bidder or all consortium members in case of consortium) should
upload the documentary evidence vidence such as the ccopy of valid
certificate issued to the Bidding Organization by respective
agencies.
Note: Organizations that are currently being assessed for the
requisite certification shall not be considered.
12. The tenderer (by the tenderer in case of single bidder or by lead N.A. Appl. Appl. Yes
member in case of consortium) shall accept the rejection criteria
mentioned at Sr. No. 1.7 of Instructions to Bidders incorporated in
the RFP.
13. The tenderer (by the tenderer in case of single bidder or by lead Appl. N.A. N.A. Yes
member in case of consortium) shall accept all commercial
conditions in TOTO.
14. The tenderer (by the tenderer in case of single bidder or by lead Appl. N.A. N.A. Yes
member in case of consortium) shall quote unconditionally ‘Firm’
prices in the commercial bid throughout the contractual period.
15. Additional space provided for uploading the document by the N.A. N.A. Appl. No
tenderer.
tenderer.
tenderer.
tenderer.
tenderer.
tenderer.
FOR 2ND STAGE EVALUATION: Only those bidders who cross the threshold level of Technical evaluation and
adhere to the purchaser’s Technical requirement, shall be considered for commercial evaluation.
Sr. Criteria Yes/ Text Allow Mandatory
No. No matter Attach.
21. The bidder (bidder in case of single bidder or by lead member in case N.A. Appl. Appl. Yes
of consortium) shall upload Technical bid submission letter as per
Form Tech 1 incorporated in the Instructions to Bidders of RFP.
of consortium) shall upload the Bidder’s & Sub-contractor’s
Sub details as
per Form Tech 2 incorporated in the Instructions to Bidders of RFP.
of consortium) shall upload the relevant experience as per Form Tech
3 incorporated in the Instructions to Bidders of RFP.
-71-
of consortium) shall upload the detailed approach and methodology as
of consortium) shall upload the detailed solution proposed as per Form
Tech 5 incorporated in the Instructions to Bidders of RFP.
of consortium) shall upload the detailed list of key personnel as per
Form Tech 6 incorporated in the Instructions to Bidders of RFP.
of consortium) shall upload the detailed curriculum vitae of key
personnel as per Form Tech 7 incorporated in the Instructions to
Bidders of RFP.
28 The bidder (bidder in case of single bidder or by lead member in case N.A. Appl. Appl. Yes
of consortium) shall upload the detailed staffing schedule for operation
phase as per Form Tech 8 incorporated in the Instructions to Bidders
of RFP.
of consortium) shall upload the detailed work schedule as per Form
Tech 9 incorporated in the Instructions to Bidders of RFP.
of consortium) shall upload the undertaking
undertaking- arrangement with OEMs
for technical support as per Form Tech 10 incorporated in the
of consortium) shall upload Unpriced bill of material as per Volume
Volume-II of
this RFP as per Form Tech 11 incorporated in the Instructions to
Bidders of RFP.
of consortium) shall upload Compliance to functional requirements as
of consortium) shall upload covering letter on the company letterhead
for commercial bid as per Form FIN1 incorporated in the Instructions to
Bidders of RFP. The tenderer should note tha that the price bid
(commercial proposal) shall be uploaded in MS-Excel
MS sheet on-line by
e-tender
tender method only and the commercial proposal submitted in hard
copy format shall not be accepted.
35. Additional space provided for uploading the document by the tenderer. N.A. N.A. Appl. No
f
Request for Proposal (‘RFP’)

For
Selection of Managed Service Provider for
Intelligent Transport Management System
(ITMS) for BEST Undertaking
II)/05/TCU/40521/2017-18/Advt.,
18/Advt.,
Volume 2 of 3
Terms of Reference
Disclaimer
1. This Request for Proposal ("tender") is issued by Brihanmumbai Electric Supply and Transport undertaking
(BEST),
2. The information contained in this Request for Proposal document (“tender”) or subsequently provided to Bidders,
whether verbally or in documentary or any other form by or on behalf of the Brihanmumbai Electric Supply and
Transport Undertaking (the Purchaser) or any of its employees or advisors, is provided to Bidders, on the terms
and conditions set out in this tender.
3. This tender is not a Contract and is not an offer by the Purchaser to the prospective Bidders or any other person.
The purpose of this tender is to provide interested parties with information that may be useful to them in the
formulation of their Proposals in pursuant to this tender. This tender includes statements, which reflect various
assumptions and assessments arrived at by the Purchaser, in relation to the project. Such assumptions,
assessments and statements do not purport to contain all the information that each Bidder may require. This
tender may not be appropriate for all persons, and it is not possible for the Purchaser, its employees or advisers to
consider the objectives, technical expertise and particular needs of each party, who reads or uses this tender. The
assumptions, assessments, statements and information contained in this tender, may not be complete, accurate,
adequate or correct. Each Bidder should, therefore, conduct his own investigations and analysis and should check
the accuracy, adequacy, correctness, reliability and completeness of the assumptions, assessments and
information contained in this tender and obtain independent advice from appropriate sources.
4. Information provided in this tender to the Bidders is on a wide range of matters, some of which depends upon
interpretation of law. The information given is not an exhaustive account of statutory requirements and should not
be regarded as a complete or authoritative statement of law. The Purchaser accepts no responsibility for the
accuracy or otherwise for any interpretation or opinion on the law expressed herein. The Purchaser, its employees
and advisers make no representation or warrants and shall have no liability to any person including any Bidder
under any law, statute, rules or regulations or tort, principles of restitution or unjust enrichment or otherwise for
any loss, damages, cost or expense which may arise from or be incurred or suffered on account of anything
contained in this tender or otherwise, including the accuracy, adequacy, correctness , reliability or completeness
of the tender and any assessment, assumption, statement or information contained therein or deemed to form part
of this tender or arising in any way in this selection process.
5. The Purchaser also accepts no liability of any nature, whether resulting from negligence or otherwise, however
caused, arising from reliance of any applicant upon the statements contained in this tender.
6. The Purchaser may, in its absolute discretion, but without being under any obligation to do so, update, amend or
supplement the information, assessment or assumption contained in this tender. The issue of this tender does not
imply that the Purchaser is bound to select a Bidder or to appoint the Selected Bidder, as the case may be, for this
project and the Purchaser reserves the right to reject all or any of the proposals, without assigning any reason
whatsoever.
7. BEST or its authorized officers / representatives / advisors reserve the right, without prior notice, to change the
procedure for the selection of the Successful Bidder or terminate discussions and the delivery of information at
any time before the signing of any agreement for the Project, without assigning reasons thereof.
8. The tender Document does not address concerns relating to diverse investment objectives, financial situation and
particular needs of each party. The tender Document is not intended to provide the basis for any investment
decision and each Bidder must make its / their own independent assessment in respect of various aspects of the
techno-economic feasibilities of the Project. No person has been authorized by BEST to give any information or to
make any representation not contained in the tender Document.
9. The Bidder shall bear all its costs associated with or relating to the preparation and submission of its Proposal
including but not limited to preparation and expenses associated with any demonstrations or presentations which
may be required by the Purchaser or any other costs incurred in connection with or relating to its Proposal. All
such costs and expenses shall remain with the Bidder and the Purchaser shall not be liable in any manner
whatsoever for the same or for any other costs or other expenses incurred by a Bidder, in preparation for
submission of the Proposal, regardless of the conduct or outcome of the selection process.
Page 1
Table of Contents
1 Introduction ................................................................
................................................................................................
.........................................................5
2 Solution Description ................................
................................................................................................................................
...........................................8
2.1 Solution landscape ................................................................................................................................
................................ .....................................8
2.2 Architecture Principles ................................................................................................
................................ .............................................................14
2.3 Technology preference ................................
................................................................................................
............................................................15
3 Scope of Work ................................................................
................................................................................................
..................................................17
4 Project Implementation Approach ................................................................................................
................................ ....................................................26
5 Deliverables & Timelines................................
................................................................................................................................
..................................27
5.1 Project timelines ................................
................................................................................................................................
.......................................27
5.2 Deliverables ................................
................................................................................................................................
..............................................27
6 Bill of Material ................................................................
................................................................................................
...................................................29
7 Payment Terms ................................................................
................................................................................................
................................................31
7.1 Description of payment component ................................................................................................
.........................................31
7.2 Terms of payment ................................
................................................................................................................................
....................................31
7.2.1 CAPEX Component ................................................................................................
................................ ..........................................................31
7.2.2 Recurring Component ................................................................................................
................................ ......................................................32
8 Acceptance Criteria ................................................................................................................................
................................ ..........................................34
9 Service Level Agreement ................................................................................................................................
................................ .................................36
9.1 Objectives ................................................................
................................................................................................
.................................................36
9.2 SLA categories ................................
................................................................................................................................
.........................................36
9.3 SLA applicable
able during Implementation Phase ................................................................
.........................................................36
9.4 SLA applicable during Operations and Maintenance Phase ................................................................
...................................37
9.4.1 SLA for AVLS Units ................................................................................................
................................ ..........................................................37
9.4.2 SLA for PIS ................................
................................................................................................................................
.......................................37
9.4.3 SLA for ITMS applications ................................
................................................................................................
................................................39
9.4.4 SLA for Data Centres ................................
................................................................................................
.......................................................40
9.4.5 SLA for Mobile APP developed for commuters and BEST employees ...........................................42
................................
9.5 Uptime Calculation for the month................................................................................................
.............................................43
9.6 Monitoring and Auditing ................................
................................................................................................
...........................................................43
9.7 Reporting Procedures ................................
................................................................................................
..............................................................43
ANNEXURE A: Functional Requirement Specifications ................................................................
.........................................................45
1 Planning, scheduling and rostering ................................
................................................................................................
..................................................45
1.1 Route planning & timetable ................................................................................................

................................ ......................................................45
1.2 Scheduling for trips, vehicles, duties and ETIM ................................................................
.......................................................46
1.3 Allotment and Rostering for trips, vehicles, duties and ETIM ................................................................
..................................47
1.4 Reporting requirements ................................
................................................................................................
............................................................48
2 Transit Operations ................................
................................................................................................................................
............................................49
2.1 Daily Dispatch ................................................................................................................................
................................ ..........................................49
2.2 Crew Kiosk ................................................................
................................................................................................
...............................................50
2.3 Actual allocation
ion and roster adherence ................................................................................................
...................................50
2.4 Depot operations performance measurement ................................................................
.........................................................50
2.5 Route condition monitoring ................................................................................................
................................ ......................................................51
2.6 Dynamic scheduling of trips / Routes
Routes................................................................................................
.......................................52
2.7 Bus Chartering ................................
................................................................................................................................
.........................................52
3 Depot and workshop operations ................................................................................................
................................ ......................................................53
3.1 Fuel Management ................................
................................................................................................................................
....................................53
3.2 Tyre Management ................................
................................................................................................................................
....................................53
3.3 Workshop Management ................................
................................................................................................
...........................................................53
3.4 Stores and Inventory ................................
................................................................................................................................
................................57
3.5 Asset management ................................
................................................................................................................................
..................................58
4 Control operations ................................
................................................................................................................................
............................................60
4.1 Command control centre (CCC) ................................................................................................
..............................................60
4.2 Incident management ................................................................................................
................................ ...............................................................60
4.3 Reporting and Dashboards ................................................................................................
................................ ......................................................61
5 Interfaces for existing BEST Systems
Systems................................................................................................
..............................................63
5.1 Electronic Ticketing System ................................
................................................................................................
.....................................................63
5.2 Biometric attendance system ................................................................................................
................................ ...................................................63
5.3 GIS and maps ................................................................................................................................
................................ ..........................................63
6 Web Portal based and Mobile applications................................................................................................
......................................63
6.1 For Passenger ................................................................................................................................
................................ ..........................................63
6.2 For BEST leadership ................................
................................................................................................................................
................................64
6.3 For Dispatchers (Starters) ................................................................................................
................................ ........................................................65
6.4 For Workshop ................................
................................................................................................................................
...........................................65
6.5 For Conductors / Inspectors ................................
................................................................................................
.....................................................65
7 Portal ................................................................
................................................................................................................................
................................66
8 On-bus component operations ................................
................................................................................................
.........................................................66
8.1 Vehicle Tracking System ................................................................................................
................................ ..........................................................66
8.2 Passenger Information System ................................
................................................................................................
................................................68
8.3 Pre-installed
installed components on bus such as Wi
Wi-Fi, CCTV, etc ................................................................
...................................69
ANNEXURE B: Technical Requirement Specifications ................................................................
..........................................................70
1 Vehicle tracking system (VTS): ................................................................................................
................................ ........................................................70
2 Passenger Information system (PIS): ................................................................................................
..............................................71
3 Video wall solution................................
................................................................................................................................
............................................74
ANNEXURE C: Data Summary and volumetric information ................................................................
.....................................................0
Depot-wise type of fleet count ................................................................................................
................................ ...............................................................1
Manpower details ................................................................
................................................................................................
...................................................0
Current passenger information ................................
................................................................................................
..............................................................0
ANNEXURE D: List of BEST locations ................................................................................................
................................ .....................................................2
List of BEST offices for transport ................................
................................................................................................
...........................................................2
List of bus depots ................................................................
................................................................................................
...................................................2
1 Introduction
BEST Undertaking (referred to as “purchaser” or “BEST” hereinafter) is the leading public transport provider in
Mumbai and nearby sub-urban urban region (referred as “MMR” hereinafter). The organization is also a supplier of
electricity in Mumbai and nearby regions. Along with Local Trains, BEST has remained the second largest public
transport provider in the Financial Capital of India (and MMR with population of 163.7 lakhs) since its inception
with total fleet size of nearly 4000 buses; employing 35,000 staffs and operating from 27 depots llocated across
MMR. On an average 28 lakh, passengers travel each day with BEST.
BEST undertaking wishes to implement an intelligent transport management system (ITMS) which will integrate
all BEST functions related to its transport division covering fleet, depot and workshop related operations. The
solution envisaged shall combine leading practices in public transport space.
Objectives of the project are as follows:

1. Enhance BEST passenger journey experience
2. Provide efficient & convenient transit service to its commuter.
3. Deploy a state-of-the-art
art passenger information system (PIS) accessible through mobile applications, web
portals,SMS and IVR based enquiries, besides display boards inside buses, at the bus stops, bus stations /
chowkies, bus depots etc.
4. Capture real-time
time information of the fleet movement and important parameters such as speed, location etc.
and seamless integration of this information with PIS to provide useful information to passengers
5. Increase employee satisfaction by utilizing technology to augment employee capabilities
6. Inculcate “information-driven”
driven” approach across business functions including planning, scheduling, rostering,
dispatch, fleet maintenance, inventory and workshops
7. Adopt paperless workflows for fleet, depot, dispatch and w workshop operations – a step towards “Digital Public
Transportation”
8. Integrate operations management across various transport departments and sections
9. Test scenarios on augmenting technology to enhance value to business
10. Build a solid foundational application
application framework which can ease future initiatives of BEST in areas of
disruptive technologies
11. Provide input to, and integrate as needed with, ticketing and other systems to provide a comprehensive state-
state
of-the-art user experience.
12. Integrate with the attendance,, leave and crew management systems etc. to ensure dynamic rostering and
duty assignment
13. Implement Analytics based algorithms to optimize the duration between subsequent arrivals and departures,
based upon the crowd, availability etc. at bus
bus-stops etc.
BEST envisages an all integrated ITMS system, which would make right information available to
right user at the right time, bringing in commuter convenience and operational efficiency.
The next section provides an overview of the solution being envisaged by BEST which has been further detailed
in ANNEXURE A – Functional Requirement Specifications section. Bidders are expected to treat information as
indicative, and design a comprehensive solution which will help BEST meet the aforementioned objectives. A
conceptual view of the system has been depicted in the graphic subsequently. The view captures the various
components which are considered in the future state for BEST – ITMS.
Page 0
2 Solution Description
2.1 Solution landscape
The subsequent graphic provides a solution landscape for the envisaged system and within scope of the bidder
as part of this project (unless otherwise marked). The description of each component and requirements of the
solution are detailed subsequently.
Description of each of the components above has been given subsequently:

1. User Group
This component refers to the various types of users that are expected to access the system. These have been
further classified as:
Use type Description

Passengers 20 to 40 lakh passengers per day who may travel on buses. They will use the
application to track arrival of buses
Conductors 12000 conductors who issue tickets and collect cash
Bus Drivers 11000 drivers who drive the BEST buses
Starters/Dispatchers 600 - who will use the system to assign crew to buses
Leadership 70 – who will use the system to track and monitor operational performance
Other users Other employees of BEST who help run the system or any other system users
2. Communication channel
This component refers to the solution components which will be used for interacting with ITMS. The
communication components have been based on the human and system based interactions with ITMS. The
components envisaged include
Page 8
o API: enabling
abling seamless exchange of information with external systems. This layer may also include
messaging hub for data exchange. The ITMS system shall also provide APIs for various services such
as scheduling, route planning etc. so that purchaser can integrate the ITMS system with external
systems in future for enhanced utilization of the ITMS system.
o Mobile applications: Allowing ease of access to Passengers, conductors, leadership, dispatchers and
other users of the system using mobile apps
o Online portals: This option will be made available at depots and also at head office for management to
view operational performance
3. Physical Components
This refers to the physical components at various BEST locations that would interact with the system
Location · Functional needs Components

On Bus · The system shall have a provision to display route/destination · Vehicle Tracking
information; day and night readable. Information shall be System
provided in two languages (English and Marathi respectively) · LED Displays
· The system shall provide the route information and
travel/transit specific static information inside the vehicle for
convenience in audio and/or visual format.
format. This would include
Destination (static for route) and next stop (dynamic based on
route and current location of the bus)
· The system shall provide GPS triggered next stop
information, Expected Time of Arrival (ETA) in audio and/or
visual format
· The system's information (ETA, Stop Information and others)
delivery, representation shall be in standard format across all
types of vehicle/op
vehicle/operators
Bus Stop · The system shall provide Expected Time of Arrival (ETA) in LED Displays
visual format
· The system shall provide real time data on schedules,
timings, delays and others
stops
Bus Station and Bus · The system shall provide Expected Time of Arrival and LED Displays
Chowki Departure(ETA& ETD) in audio and/or visual format Desktops (kiosks)
· The system shall provide dynamic departure information in
audio and/or visual format
Chowkis
Bus Depot · Information related to Transit operations to be provided · LCD TV
· The system shall provide real time data on schedules, ·
timings, delays and others · Desktops
· The system shall provide real time data on traffic, weather, (kiosks)
incidents, events and others in audio and/or visual format. · Desktops,
· The system's
m's information (ETA, Stop Information and others) printers,
delivery, representation shall be in standard format across all handheld
depots devices
· Mobile
application –

Starter,
Workshop,
Conductor
Command Centre · The system shall have a provision to manage Video Walls
route/destination information displayed in the vehicle Network monitoring
· The system shall have a provision to configure and manage
GPS triggered automatic next stop information in the vehicle
by physically accessing the vehicle aand/or over wireless
· The system shall ensure high level of accuracy in location
based features
· The system shall have a provision to real time TrackTrack-Trace
Trace
(Including route history playback) all the vehicles in the fleet
from control centre
· The system shal
shalll have a provision to notify any emergency
message coming from vehicles
· The system shall have a provision to centrally manage
advertisements/ travel specific information at stops, depots,
in-vehicle,
vehicle, Mobile/SMS/Web
· The system shall have a provision to mana
manage MIS reports
· The system shall have a provision to centrally configure and
manage Routes, Schedules, Chartered Trips, Vehicles, Crew,
Stops, Depots, Division, Corporation, Maintenance Schedules
and Others (There shall be unique numbering for all the
stops/depots/divisions/corporation
/depots/divisions/corporation for effective management)
· The system shall have a provision to capture vehicle
performance data remotely in real time
· The system shall have a provision to generate operational
reports (Time management, Schedule adherence report report and
Others)
· The system shall have a provision for driver performance
monitoring (Driver Scorecard) and reporting
· System should have the ability to capture demand data as an
input from the ticketing systems, mobile and portal based
passenger applications
applications etc., and apply necessary algorithms
on that data for schedule and route optimization
Head Office The system should enable the officials and other decision makers · Desktops
working out of the head
head-office to access, view, modify and analyse (kiosks)
information, as needed. · Desktops,
printers,
handheld
devices
Bus Workshop The system shall provide inputs to schedule maintenance activities, · Desktops
ordering and tracking spares, triggering inspections and audits (kiosks)
The system also shall enable and authorized user to enter · Desktops,
information related to the health of the bus, the requirements of printers,
spares and inventory for maintenance and the smooth running of the handheld
bus. devices
For · The system shall provide a user friendly interface for

Drivers/Conductors/In managing route information display in the vehicle
Vehicle crew · The system shall have a provision to make emergency/panic

message to control centre from the vehicle
·
On Passenger Mobile · The system shall provide Expected Time of Arrival (ETA)
Application · The system shall provide real time information on schedule
changes, route deviations, city traffic, , incidents, traffic
diversions, events and others
Note: End user computing such as desktops, prin printers,

ters, handheld devices shall be procured separately by BEST.
Crew kiosk refers to a desktop machine, connected with bio-metric
bio metric attendance system, with a simple User
Interface, to allow crew related functionality, as described later in the RFP.
4. Applications
This component refers to all applications, system software, etc. which will be a part of the solution. These can be
broadly classified as application / software with following capabilities:
Vehicle Tracking System
The Vehicle Tracking System (‘VTS’) will utilize the GPS tracking device to provide the position of every bus.
The VTS system shall consist of a vehicle mounted GPS (VTS)device with GPS tracking,data logging, two two-way
transmission and receipt facility and GPRS connectivity. This GPS (VTS) device will will be fitted in the bus. The
coordinates of bus location will be continuously transmitted through GPRS connectivity from the device, to the
backend server. This data gathered from the VTS system will be an input to the passenger information system
which will
ill provide information on bus arrival departure time; the same information shall also be used for other
analytics purposes and for providing API based input to other systems for additional functions as needed.
The Head Office, Bus depots & bus stations willwill be able to monitor the bus location and activity through Control
Centres. The central control centre will be setup at the Head Office and the Regional Control Centres shall be
setup at the Bus stations & bus depots. The control centres shall have large LCD display terminals where the
buses can be monitored on digital maps. The ETA and ETD information of the buses can also be monitored from
the control centres. Some of the key parameters than can be tracked using the Vehicle tracking system are,
location of the bus, speed of the bus, path followed by the bus, distance from the nearest bus-stop
bus or bus-shelter
etc. This data from the vehicle tracking system is fed to the Passenger Information System to calculate the
Expected Time of Arrival and Departure of the buses. The data also can be fed into the scheduling system etc.
for optimizing the schedule to minimize crowding or to optimize the time-gap
time gap between the arrivals of buses of the
same route in a stop, besides other analytics based utilities. Speed tracking
tracking of the bus is an important feature
that the GPS technology provides. Alerts for over over-speeding
speeding and sudden deceleration or accidents can be
generated. This will allow the management to ensure safety of the on board passengers and adopt necessary
actions in the case of an emergency situation. The VTS system shall enable the driver or conductor of the bus to
send a SOS signal to the respective Control Centre in case of an emergency.
Passenger Information System (‘PIS’)
Passenger Information System application on is meant to provide the passengers and management the information
about the bus’s performance against time. Passengers would also be able to track the status of their bus on the
mobile app and Portal based applications. The passengers should be able to request for a bus at a particular
stop, through their mobile application. The advertisement space on the portal and mobile APP shall be updated
by the Bidder as per purchaser’s requirements. The PIS should be able to receive data from the
VTScontinuously and nd use information such as, the current location of bus, speed, and distance to estimate,
display and announce the arrival time of the bus, at the subsequent bus stops/stations etc. The PIS system will
also support advertisements. Advertisement content as provided by purchaser, shall be advertised as per
purchaser’s requirements on all mediums and devices of the PIS system
Planning, scheduling and Rostering

The planning and scheduling applications shall be used to prepare periodic schedule of buses and c crew and
also assist in route planning. The applicationsshall use GPS data to calculate the bus running time, the arrival
and departure times of the buses at various bus
bus-stopsthrough
stopsthrough the day, covering, peak and off
off-peak hours, month
and seasons in both directions.
ctions. The GPS calculated data, shall further be integrated with stop
stop-wise boarding
data from ETMs and the demand data captured from the mobile and portal based passenger applications and
churned through robust scheduling algorithms to arrive at an optimal
optimal schedule. The aim of the scheduling
algorithm is to optimize the schedule to minimize overcrowding of buses of the same route at a stop, and to
ensure that the gap between subsequent arrivals of a route at a stop is just right to ensure the right load an
and
usage.
The Software shall also have a provision for creating the Roster as per Rules, Acts and statutory requirements.
The Rostering system should integrate with schedules, attendance systems, leave management systems etc. for
automatic crew assignment
Crew Kiosks
The crew kiosks’system and application shall be provided for the crew and other support staff, to mark their
attendance, log-on
on and see their duty and the allocated bus for the duty. The system will have the provision of
printing the bus card & trip card from Kiosk if required. The system should provide an ability to scan personal
documents like License etc. and upload to the corresponding sub
sub-system
Daily Dispatch system
The online dispatch system will help the official to assign the crew to tthe he bus and its corresponding routes.
Dispatchers can see available buses, crew and duties. The Dispatchers should be able to view real time
available buses, crew and duties basis which the crew shall be assigned to buses Based on duty schedule, the
crew shall
all be assigned to buses. All details such as all available vehicles, bus on road, all crew, all duties, open
duties, spare crew and unavailable crew should be shown on the single dispatch screen for operations user
Dynamic Scheduling
Dispatchers should be e able to view real time data to ensure changes can be made to duties, schedule and trips
based on actual traffic data. The system should have the required logic to automatically and dynamically suggest
modifications to the schedule, roster etc., based upon
upo the real-time
time data. The system should have a provision for
a role-based
based ability to view and modify the schedule, check the ETA and ETD for all the subsequent buses etc.
The access could be for a single stop, set of stops, a single route or multiple routes,
routes, depending upon the access
level (Ex: An inspector should have access to all the routes and all bus stops). The system shall provide a role
role-
based capability to communicate with control centre in case of heavy demand or no demand for dynamic route
rationalization.
lization. Management should also be able to make changes in schedule to accommodate special cases.
In case of breakdown of buses, dispatchers should be able to assign buses or crew based upon real time
availability
Depot operations performance

Depot managersagers should be able to view depot performance data on crew kiosks like fleet availability, crew
availability, fuel spending, etc.
MIS Analytics and decision support system

The MIS and Decision Support System uses the data from the various modules, applications,
applications, sub
sub-systems as
discussed above, besides inputs from other applications and systems (such as the Fare collection, ticketing
systems etc.). This system generates various automated reports for daily, weekly, monthly monitoring. This
system also provides
ides for data analytics required for managing operations and improving performance. The
decision support system helps the management by providing the required data at one place to the management
to help them take decisions.
.
Stores and Inventory System (Depot operations only)

Inventory system shall be used for controlling the level of imprest stock at each depot. The envisaged system
shall be integrated with material management system of central workshop and help purchaser to optimize the
inventory cost.. The inventory management system shall also be integrated across depots for seamless transfer
of material from one depot to other and should cover the following
• Ensuring that the spare parts are on the depot stockroom in just the right quantity
• Recognizing
g when the maintenance is required for the inventory parts
• Automatically signalling when requisition needs to be placed for more spare parts
• Automatically producing management information reports that could be used both by local managers and
at head office
• Reports could be used to predict when to stock up on extra spare parts.
Tyre Management
System should be able to track tyre parameters like kilometre run along with maintenance history like tyre
change, re-threading/resoiling
threading/resoiling cycle, failures and other data points. The system should monitor tyre pressure
and with an integration with workshop/maintenance
aintenance system, it should be able to raise alerts. This data should be
integrated with central planning and scheduling system, maintenance system and MIS to identify patterns and to
have preventive maintenance of tyres to avoid breakdowns. This data would
would also help to identify data points like
average cost of tyre per kilometres, longevity and seasonal variations of tyres.
Workshop Management
The module should provide an identification mechanism for various components based on their serial number
and also provide for a serial number based tracking of the same. Buses should also be added as a maintainable
asset in the system. The system should maintain a repair history and track real time data to raise maintenance
alerts. It should be able to track the spares required for maintenance and should be integrated with inventory
system to maintain real time inventory levels of imprest stock. The system should also raise alerts for fitness
certificate renewals, order management and other purposes.
5. End user computing

This refers to the end point devices which would interact with ITMS including mobile phones, laptops, tabs,
desktops, kiosks, printers and scanners
6. Networking and communications infrastructure

GPS and other data from vehicles is continuously sent sent to the backend serversfrom the vehicle mounted GPS
(VTS) devices through GPRS and wireless networks. Data from the servers is sent to the PIS devices through
dedicated GPRS and wireless network. Information and data is also broadcast on and relayed back via, the web
for the web-portals,
portals, mobile applications, control centres etc.
7. Hosting Infrastructure
Solution shall be hosted on a cloud infrastructure with a primary data centre and DR site which complies with
MEITY guidelines with full-time
time support at the data centres on a 24 x 7 basis.
8. Integration
ITMS should be able to integrated with external systems via the web. The system architecture should be API
based to enable seamless integration.
9. External Interface
ITMS would need to interface and interact with other infrastructure and applications like Electronic ticketing,
Biometric attendance, Fare collection and other physical components like CCTV
2.2 Architecture Principles

The port technology solution has been design based on the following architectural principles:
principles:
# Principle Description
1 API based approach The system is expected to be interoperable with retained port systems like
control systems, navigations, access controls, GIS, CCTV and others
external systems. Open standard based APIs will support data exchange
mechanisms between third party systems.
2 Ease of Use Ease use is a positive incentive for use of applications. It encourages
Ease-of-use
users to work within the integrated information environment instead of
developing isolated systems to accomplish the task outside of the
enterprise’s integrated inform
information
ation environment. The knowledge required
to operate one system will be similar to others if the look and feel of the
applications are similar. By having ease of

of-use
use principle, training can be
kept to a minimum thereby aiding IT change management and the rrisk of
using a system improperly can be minimized.
3 Interoperability It is the ability to have applications and computers from different sources
and platforms work seamlessly together on and across networks. This is
the key to sharing resources and reduction in long-term
term development costs
4 N Tier model N-Tier

Tier model is the framework in which application user interface, logic,
data, and their associated processing and tiers are separated from each
other in logical manner. Partitioned code is more flexible
fle in response to
changes in internal logic, platforms, and structures; this isolates/minimizes
the impact of change. It is easier to support, is more scalable and supports
interoperability
5 Openness Open API, open standards and open source products should be
considered for designing the system. The system integrator should
consider scalability, security and performance of the system while deciding
on the system and adherence to the open architecture design principle.
6 Reliability The system must have

have appropriate measures to ensure processing
reliability for the data received or accessed through the solution. Port
operation is a critical operation and requires reliability to ensure
stakeholder confidence.
2.3 Technology preference

BIDDER shall design an integrated technical solution, which covers all the functional modules and is able to
deliver all the functional requirements of the project. The data size summary and non
non-functional
functional requirements
covering previous statisticsare covered under this volume o
off RFP. BIDDER shall follow a methodology of
configuring and customizing existing proven products and technologies, which have been successfully
implemented in a similar environment. Indicative Product / Technology components required to meet the
requirements
ts of functional elements/ modules are given in the table below:
S. No. Functional Element Indicative Product/ Technology

/Module
1 Planning, scheduling and Customizing a product or technology which has been

rostering successfully implemented in a similar environment preferably in
India and abroad.
2 Transit operations (includes Customizing a product or technology which has been

fleet operations) successfully implemented in a similar environment preferably in
S. No. Functional Element Indicative Product/ Technology

/Module
India and abroad.
3 Depot and workshop Customizing a product or technology which has been

management (includes stores successfully implemented in a similar environment preferably in
& inventory, tyre India and abroad.
management, etc.)
4 Decision support system Customizing an open-source BI/DW

W and analytics solution
5 Data Analytics Customizing an advanced analytics software/rule engine which

has been successfully implemented in a similar environment.
6 Reporting Portal Bespoke development of portal, web services, utilities etc.
BIDDER may look at the technical solution as comprising of a software solution and an enabling infrastructure
solution. The infrastructure solution is expected to be the hardware and networking components to be configured
at PDC site and BCP/DR site along with security and monitoring solution. Software solution should enable all the
functional requirements of the project.
3 Scope of Work
Scope of work shall cover BEST head office, bus stops, bus chokies, bus stations, workshops and bus depots
(as per ANNEXURE
XURE 4). Details of components required is mentioned within Bill of Material, while volumetric
information has been provided under ANNEXURE 3. Bidder is expected to consider this geographical extent of
BEST while designing the ITMS solution
1. Project Management
a. Overview
i. Bidder shall arrange a project kick off meeting of the proposed team members with the BEST
officials on the said date.
ii. Bidder shall discuss the project charter to foster a mutual understanding for the project.
b. Resource deployment
i. Bidder has to propose named resources for all the key roles as mentioned in the technical
evaluation criteria and as per the requirements of the project. The proposed resources must
be part of the project team, and must be available for discussion with the client at client
location.
ii. Bidder shall assess the requirement of resources to design and implement the solution
including number, skill sets and duration and provision the same for implementation of this
project.
iii. Bidder has to necessarily maintain a team of requisite
requisite size of skilled professionals as per the
requirements of the project.
iv. Bidder shall propose the team structure and deployment plan of key resources at onsite and
offsite for the project. The resources proposed must not be changed unless replaced with
equivalent
ivalent or higher qualification and experience with the approval of BEST.
v. Bidder shall propose project manager and other key personnel for full time deployment at
client location in Mumbai for the entire duration of the project, and the same should be
reflected
ected in the proposed team structure and deployment structure.
c. Project plan
i. The Bidder shall define a detailed project plan for the project that would cover all aspects of
the ITMS solution as per the project milestones defined in Vol 2 of this RFP.
d. Progress updates
i. Bidder is required to design and implement a comprehensive and effective project planning
and management methodology together with efficient and reliable tools.
ii. Project management exercise shall commence at the start of the project and sha shall continue till
the end of O&M Phase of the project.
iii. To have an effective project management system in place, it is necessary for Bidder to use a
Project Management Information System (PMIS) to monitor the Project Progress. Bidder shall
address at the minimum imum the following using PMIS:
1. Create an organized set of activities for the project.
2. Coordinate and collaborate with various stakeholders including the BEST, respective
officials and their concerned departments etc.
3. Establish and measure resource assign assignments
ments and responsibilities.
4. Construct a project plan schedule including milestones.
5. Measure project deadlines, and performance objectives.
6. Track and manage deliverable approval process flow
7. Manage payment authorization workflow within
8. Communicate the project
project plan to stakeholders with meaningful reports.
9. Provide facility for detecting problems and inconsistencies in the plan.
e. During the project implementation Bidder shall report to BEST on following items:
i. Results accomplished during the period.
ii. Cumulative deviations
eviations to date from schedule of progress on milestones as specified in this
RFP read with the agreed and finalized Project Plan.
iii. Corrective actions to be taken to return to planned schedule of progress.

iv. Proposed revision to planned schedule provided such such revision is necessitated by reasons
beyond the control of Bidder.
v. Other issues and outstanding problems, and actions proposed to be taken.
vi. Interventions required from BEST before the next reporting period.
vii. Issue Management to help identify and track the the issues that need attention and resolution.
viii. Scope Management to manage the scope and changes through a formal management and
approval process.
ix. Risk Management to identify and manage the risks that can hinder the project progress.
x. Bidder shall update and m maintain
aintain the Project Plan throughout the duration of the engagement.
f. Communications management
i. Bidder shall develop and submit a communication plan to outlines the needs of project
stakeholders.
g. Operations and maintenance
i. Bidder will operate and maintain all the components of the System for a period of five years
after Go-Live
Live date. During O&M phase, bidder shall ensure that service levels are monitored
on continuous basis; service levels are met and are reported to BEST. After Go-Live,
Go if any
system/sub-system/appliance
ystem/appliance that is deployed during the O&M phase must be added in the
system only after proper induction procedures are followed including hardening and security
testing.
2. Design, development, supply, integration and implementation of ITMS
a. The bidder shall take full responsibility for the Design, development/customization, supply, integration
and implementation of required software modules as defined within section 2 and adhering to
requirements as per ANNEXURE – A. The responsibilitiesshall include butt shall not be limited to:
i. Planning, Scheduling & Rostering
ii. Transit operations management
iii. Depot and Workshop management
iv. Decision support applications
v. Component controlling applications
vi. Any other as required based on the solution description and functional requirements
specifications mentioned
PART A components refer to components required for having AVL, PIS and CCC in place for BEST.
PART B components refer to remaining components. It is understood that few functionalities may not
be available att CCC till PART B is implemented. However, this should be mutually agreed with BEST
at the time of system design and requirement specifications.
b. Design, develop / customize, supply, integrate and implement mobile applications for different users
including but not limited to:
i. Passengers / Commuters
ii. Conductors / Ticket inspectors
iii. Dispatches (Starters)
iv. BEST leadership
v. Workshop employee
c. Supply, install, commission, integrate with ITMS software, the following on
on-bus
bus components
i. Automatic vehicle Location (AVL)
ii. Passenger Information System (PIS)
d. Supply, install, commission, integrate with ITMS software, the following outside bus components
i. PIS Display boards for bus stops
ii. PIS Display boards for bus depots
iii. PIS Display boards for bus stations
iv. PIS Display boards for bus Chowki
v. LCD displays required for dispatch scheduling
e. Solution should integrate with other system (internal and external) in order to meet the functional
requirements envisaged solution. These include:
i. GIS system and maps (internal and external interfaces)
interfaces) including google maps or equivalent
ii. Ticketing system
iii. Bio-metric
metric attendance system of NIC
iv. Administration and payroll system (including leave management)
v. E-Office
Office system of NIC
f. Provide necessary inputs to help BEST in setting up a necessary networking infrastructure
i at depots
and other operational locations. Interface with network provider while the networking infrastructure is
being setup. Role will be consultative in nature.
g. Provide necessary inputs to help BEST in procuring the end user computing devices devi such as
desktops, printers, scanners as compatible to the ITMS solution being proposed. BEST will procure
these separately. Role will be consultative in nature.
h. Ensure software documentation as per ISO standards of the applications along with user manu manuals
and requisite training material.
i. Ensure leading UX design standards are being adhered to. Bidders are encouraged to involve leading
design UX/UI design firms to improve the user experience on the various applications being
developed as part of this project.
project. BEST may choose to exercise UX / User experience design control
for mobile applications being developed for use.
j. Include relevant prototypes and screen designs while gathering user requirements and taking sign- sign
offs on the same.
k. Carry-out conference roomoom pilots before release software to UAT for user testing.
l. Application security testing including VA/PT testing against parameters as defined by CERT
CERT-IN
m. Acceptance Testing will include, but not limited to:
• Test Case development in collaboration with BEST
• Functional testing
• Business case testing
• Load / Stress testing
• Security testing including Vulnerability and Penetration testing, etc.
Bidder would be required to provide testing tools for carrying out the above testing. Howe
However, the
third party agency may also use its own tools if it is found necessary to undertake successful
acceptance testing.
n. Mutually agree on the schedule for deployment of various stages as mentioned in project timelines
viz. Pilot, Stage 1, Stage 2 and Stage 3.
o. Schedule the installation
ation and Install the VTS, PIS and other devices at their respective locations, with
minimal disruption to the end
end-user-services.
p. Deploy required personnel and ensure availability of experts for important discussions with the client
q. Involve software OEM during ring design, development/customization and implementation of the various
ITMS components. It is preferred that all ITMS components should be procured from a single OEM.
Software OEM should submit its acceptance to design and implementation of the actual IT ITMS solution
before deployment in production environment.
3. Establishment, management and handholding operations of Command control centre

a. Set
et up Control Center (to install hardwareand software) at the location specified by the BEST.
b. Provide necessary trainingng to BEST officials to take-over
take operations,, Maintenance and Management
during the Contract Period,
Period, bidder may be required to provide initial handholding support till BEST
officials are accustomed to the operations
operations.
c. Ensure that the Command Control Centre includes and is not limited to, centralized monitoring and
supervision of BEST operations
operation and functionality ofall sub systems, hardware and software of Project,
communication with relevant staff withregards to incidents, providing detailed MIS reports,
reports integrating
with ticketing system for reports
reportsand other aspects as specified within this RFP.
d. Service Provider shall deploy the domain experts all time during the Contract Period as per
requirements of the project
e. BEST shall provide the site for Control Center and also install the required furnitureand fixtures at
CCC.
f. The system shall ensure that relevant feed similar to Control Centre is made available to the
leadership and other authorized officials, in form of dashboards
4. Cloud hosting for Data Centre and Di Disaster Recovery
a. Solution shall be hosted on cloud to provide flexibility and scalability in terms of compute and storage
requirements of the solution
b. The DC and DR site being proposed shall meet all criteria as specified under the MEITY
empanelment.
c. All services/requirements under the “Government virtual Private Cloud” shall be provided by DC and
DR sites
d. Bidder shall set up, operate and maintain Disaster Recovery Center (DRC) for continuity of the
Project in case of any stoppages of failure as per the sc scope,
ope, Technical Specifications and
functionalities specified within this RFP
5. Reporting and dashboards
a. The Bidder should ensure that the ITMS system shall provide a facility for generating and viewing
online, real-time
time project and MIS reports for transactions
transactions handled during a specified period,
transaction density trends for any specified periodicity (hourly, daily, weekly, monthly) and any
bottleneck situation creating dependency at any stage. The Reporting system and Dynamic
Dashboard shall be an integrated system which shall provide user-friendly
friendly reporting functionalities for
the staff, assessing officers and officials of BEST. The MIS details will be worked out during the SRS
stage.
6. Training and capacity building for BEST

a. Bidder shall organize workshop for Senior Management officers of BEST on Project overview.
b. Bidder shall provide comprehensive training as below:
i. to BEST staff for handling Control Centre operations with regards to tracking, communication
withBus/vehicle Drivers etc., the training should also include instructions for emergency
services, scheduling, preparing various MIS reports, trouble
trouble-shooting
shooting and regular standard
operating procedures, issue management etc., besides any other activities as per the BEST’s
directives.
ii. to Conductors, Ticke
Tickett inspectors, Bus drivers, workshop, other users and depot managers
with regards to operations on ITMS software, issue management, outage management,
exception handling etc. amongst others.
c. Bidder shall provide training manuals along with workflow, screen shots of various user interfaces
d. Bidder shall create basic videos on use of Passenger / Commuter mobile applications and upload on
various channels including BEST website.
7. Operations and maintenance of all project components during Contract period
Bidder will
ill operate and maintain all the components of the envisaged system for a period of five (5) years
after Go-Live
Live date. During O&M phase, bidder shall ensure that service levels are monitored on continuous
basis; service levels are met and are reported to BEST.
B
Following is the broad scope for maintenance and support functions with regard to software.
a. Application Software Maintenance:

i. Application support includes, but not limited to, production monitoring, troubleshooting and
addressing the functionality, availability and performance issues, implementing the system
change requests etc. The Bidder shall keep the application software in good working order;
perform changes and upgrades to applications as requested by the BEST team. All tickets
related to any issue/complaint/observation about the system shall be maintained in an ITIL

compliant comprehensive ticketing solution.
ii. The Bidder shall address all the errors/bugs/gaps in the functionality offered by solution (vis-(vis
à-vis
vis the FRS & SRS signed off for Project)Project) at no additional cost during the operations &
maintenance period.
iii. All patches and upgrades from OEMs shall be implemented by the Bidder ensuring
customization done in the solution as per the BEST’s requirements are applied. Technical
upgrade of the installation
tallation to the new version of all OEM components, as and when mandated
by the OEM or when required due to other compliance, security related reasons etc., shall be
done by the Bidder at no additional cost to BEST. Any version upgrade of the software / tool to /
appliance by Bidder to be done after taking prior approval of BEST and after submitting
impact assessment of such upgrade.
iv. Any changes/upgrades to the software performed during the support phase shall subject to
the comprehensive and integrated testing testing by the Bidder to ensure that the changes
implemented in the system meets the specified requirements and doesn’t impact any other
function of the system. Release management for application software will also require BEST’s
approval. A detailed process in this regard will be finalised by Bidder in consultation with
BEST.
v. Issue log for the errors and bugs identified in the solution and any change done in the solution
shall be maintained by the Bidder and periodically submitted to the BEST.
vi. Bidder, at leastt on a monthly basis, will inform BEST about any new updates/upgrades
available for all software components of the solution along with a detailed action report. In
case of critical security patches/alerts, the Bidder shall inform about the same immediately
along with his recommendations. The report shall contain Bidder’s recommendations on
update/upgrade, benefits, impact analysis etc. The Bidder shall need to execute
updates/upgrades though formal change management process and update all
documentations and Knowledge databases etc. For updates and upgrades, Bidder will carry it
out free of cost by following defined process.
vii. Bidder to upgrade the system if any latest version of software is available either nationally or
internationally within 45 days of laun
launch
ch in India or 12 months from launch internationally or as
agreed with BEST. All updates and patches will be provided at no extra cost to BEST.
viii. BEST decides to opt for upgrade of the system, any additional effort required for the System
Integrator associated ted with the required upgrade will be validated and approved by BEST or
BEST appointed independent Experts’ Committee.
b. Annual Technology Support:
i. The Bidder shall be responsible for arranging for annual technology support for the OEM
products to BEST provided
provided by respective OEMs during the entire O&M phase. For the
following software’s Bidder is mandatorily required to take enterprise level annual support for
the entire contract duration:
1. Operating System
2. Application Licenses
3. RDBMS
ii. For performing of any functional changes to system that are deviating from the signed-offsigned
Functional Requirements/System Requirements, a separate Change Control Note (CCN)
shall be prepared by Bidder and the changes in the software shall be implemented
accordingly at no additi
additional
onal cost to BEST. The time period for implementation of change shall
be mutually decided between Bidder and BEST.
iii. It is clarified that changes in software, hardware and other infrastructure required as a result
of any legislative, administrative, policy cchanges
hanges in the business process and workflow shall
not constitute change of ‘Scope of Work’. The changes, if any, shall therefore fall under the
CCN and not CNS. Further, such changes which are required to be done across all ports will
have to be treated as one change request.
c. Cloud enabled DC Operations & Administration

i. The Bidder shall provide comprehensive onsite support to Port on a 24 x 7 x 365 basis to
ensure an uptime of 99.5% for the IT infrastructure solution at the Cloud enabled Data Centre
in accordance
rdance with the Service Level Agreement mentioned as part of this tender.
ii. The Bidder shall commit to provide all necessary manpower resources onsite to resolve any
issues/incidents and carry out required changes, optimizations and modification.
iii. Co-ordinate e with the Data Centre Provider to resolve any problems and issues related to the
data center.
iv. Any breach of security or non-compliance
non compliance on part of the data center vendor and/or data
center facilities should be immediately brought to the notice of the Port with suggestions for
improvements.
v. Maintain at the data center, a log of all Bidder personnel entering or visiting the data center.
Such a log should be provided to the Port whenever required.
vi. Provide necessary access to BEST / BEST designated agency to au audit
dit setup for acceptance
of the system
d. Software Change Management
i. Bidder shall be responsible for managing the changes that happen to the Cloud enabled DC
sites setup on an ongoing basis, including but not limited to, changes in hard/soft
configurations, changes
hanges to system software, changes to policies, applying of updates/patches,
etc.
ii. Bidder shall undertake planning required for changes, draw up a task list, decide on
responsibilities, co--ordinate
ordinate with the BEST users, establish and maintain communication with
w
the BEST to identify and mitigate risks, manage the schedule, execute the change, ensure
and manage the change tests and documentation.
e. Equipment Maintenance Services
i. Bidder shall be responsible for providing equipment maintenance services for addressing
address any
issues related to equipment and components supplied as part of this tender during BEST
operational hours
ii. Bidder shall ensure that this staff is conversant with issue resolution and troubleshooting of
components and equipment and should be able to provide prompt responses.
f. MIS Reports
The following is an indicative list of MIS reports. The Bidder should draw an exhaustive list of reports
along with the Bidder. Bidder should submit the reports on a regular basis in a mutually decided
format.
i. Weekly reports
1. Log of backup and restoration undertaken.
2. Log of component
component-wise
wise downtime, replaced components at the Cloud enabled Data
centers
3. Summary of resource utilization of critical components
ii. Fortnightly reports
1. Project Progress Report with schedule slippag
slippage details
2. Overall performance reports including the analysis of queries completed, queries
pending, queries escalated, completion time, responsiveness, concern areas, etc.
3. Network availability report
4. Summary of resource utilization of all components in the Cloud enabled Data Centers
5. Summary of measured end user application response time for selected business
transaction
iii. Monthly reports
1. Network Availability and Utilization Report
2. Asset modification report at BEST locations and Cloud enabled DC locations.
3. Summarymary of component wise uptime in the DC sites
4. Summary of resource utilization of all components in the DC sites
5. Log of preventive / break

break-fix maintenance undertaken
6. Summary of changes undertaken in the DC sites including major changes like
configuration ch changes,
anges, release of patches, database reorganization, storage
reorganization, etc. and minor changes like log truncation, volume expansion, user
creation, user password reset, etc.
7. Consolidated SLA / non-conformance
non report
iv. Quarterly Reports
1. Asset database rreport and Asset Audit report
2. Summary of incidents reported like Application down, Components down, overall
downtime, security vulnerabilities detected, hacker attacks / security threats, peaking
of utilization etc.
3. Feedback report from users for the servic
services rendered.
v. Incident Reporting (as and when it occurs)

1. Complete system down – with root cause analysis
2. Peaking of resource utilization on any component
3. Bottlenecks observed in the system and the possible solutions and workarounds.
vi. Security Incident RepoReporting (as and when it occurs)

1. Detection of security vulnerability detection with the available solutions / workarounds
for fixing
2. Hacker attacks, Virus attacks, unauthorized access, security threats, etc. – with root
cause analysis and plan to fix the prob
problems.
3. Any hazards or events like fire, environmental conditions, physical security, etc. at the
Data Centers.
vii. SLA Reports
1. All type of reporting should be submitted periodically as per SLA measurement
interval to the purchaser
8. Additional overreaching requirements of the solution
a. Interoperability Standards
i. Keeping in view the evolving needs of interoperability, the solution should be built on Open
Standards.
b. Scalability
i. One of the fundamental requirements of Architecture to be proposed for the Project is i its
scalability. The architecture should be proven to be scalable and capable of delivering high-
high
performance as and when the number of users and transaction increase. In this context, it is
required that the application and deployment architecture should provide for Scale-Up
Scale and
Scale out on the Application and Web Servers, Database Servers and all other solution
components.
c. Security
i. The Systems implemented for the Project should be highly secure. The overarching security
considerations are described belo
below.
ii. The security services used to protect the Solution shall include: Identification, Authentication,
Access Control, Administration and Audit and support for industry standard protocols.
iii. Security design should provide for a well-designed
well designed identity management
managemen system, security of
physical and digital assets, data and network security, backup and recovery and disaster
recovery system.
iv. The solution should provide for maintaining an audit trail of all the transactions.
v. Half-yearly
yearly security review of applications and workflow, and VA/PT of the ITMS application
by a third party CERT
CERT-ININ certified agency. Cost of these half yearly audit and VA/PT shall be
borne by the bidder.
d. User Administration
i. System shall facilitate user security administration activities in terms of creation of user IDs,
user profiles, attaching the user profiles to the user IDs, modification of user privileges etc.
ii. System shall have audit trails built in for all the activities performed by the super user in the
system for user administration, database
database management, business rule changes, system
upgrades etc. Such audit trails, at a minimum, shall capture the details of name of the user,
changes made, time & date of change, name of approver (if applicable), etc.
iii. Password Management services must enforce enforce password restrictions, which include the
criteria and limitations that can be placed on passwords to increase security. It should provide
features such as periodic forced changes, not reusable, hard to guess, mixed characters etc.
iv. Successful user loginlogin requests should be logged for investigative purposes in case of a
security breach
v. The application must monitor unauthorized attempts to access the system
vi. The solution should be capable of secure, tamperproof auditing and logging which can stand
in the court of law through implementation of advanced features.
e. Special requirements with respect to Bidder’s responsibilities
f. Investments beyond the agreed scope:
i. If there is any investment that BEST wants the selected Bidder to make beyond the agreed
scope off work then the same will be managed through CNS process. The CNS process would
be invoked for availing services out of the current scope of RFP. The value of the total
amount of additional work entrusted to Bidder through the CNS route, without calling fo for fresh
tenders, shall not exceed 15% of contract value during the term.
ii. BEST shall retain the Strategic Control over the design, development and operations of the
Project through the full term of the project
g. Warranty Support
i. Bidder shall warrant that the infrastructure procured for project have no defects arising from
design or workmanship or any act of omission and must provide a declaration for the same
from all the OEM for equipment that would be supplied at cloud site, respective BEST site.
The warranty y shall remain valid for at least one year beyond the service period of the project
for all hardware, software and other components comprising of the solution. Bidder will ensure
warranty in case of an extension.
ii. Bidder shall replace any parts /components / whole of the device infrastructure supplied for
project if the components are defective at no additional cost to BEST during the entire
warranty period. In case any component is replaced during warranty/AMC, the unserviceable
part will be property of BE BEST
ST and will not be returned to Bidder. In case infrastructure is
declared “End-of-Support”
Support” by the respective OEM, Bidder shall replace the component with
equivalent or better component at no additional cost to BEST before the end of support and
ensure that there is no impact on the operations and performance. The Bidder shall ensure
that all infrastructure handed over to BEST at the conclusion of the contract duration is under
active support of OEM.
h. Functional Audit
i. Bidder shall engage a CERT
CERT-InIn empanelled third party agency for conducting Functional Audit
prior to Go-Live
Live of each phase of the project or major change of Information technology
infrastructure.
ii. Security Audit shall include penetration testing, vulnerabi
vulnerability
lity assessment, application security
assessment, web security testing and implementation of information security controls.
iii. The Consultant hired by BEST shall conduct security audit of IT system implemented by the
Bidder as per standard industry norms and submit recommendations indicating the risk
elements in the system.
iv. BEST may also hire a third party auditor to conduct security audit, and in such scenario,
Bidder shall provide full access and support.
v. Bidder shall comply with all audit points and make tthe he system available for re-audit
re within
contractual period between Bidder and BEST.
vi. Half-yearly
yearly penetration testing and web applications security assessment (both authenticated
and unauthenticated scans), shall be conducted by consultant and a security ce certificate,
stating that the application is free from all the vulnerabilities, shall be submitted to BEST
management, every six months.
i. Ownership and license
i. The ownership of all bespoke software developed, ITMS solutions customized or configured
for the project
roject would always be with the purchaser. All licenses, source code etc. of any
software developed for any COTS software obtained related to the project would be in the
name of the purchaser and the same cannot be used anywhere without prior permission of
purchaser.
ii. In case of any update/ upgrade of software application, the system integrator shall provide the
latest available modified source codes in new set of CDs and any other electronic media to
purchaser. System integrator shall provide a cover lette letterr / affidavit that the source code
provided is the latest available modified source code. The same shall be made available and
maintained in a version control system for the purchaser.
iii. The system software licenses mentioned in the Bill of Materials shall be b genuine, perpetual,
full use and should provide upgrades, patches, fixes, security patches and updates directly
from the OEM. All the licenses and support (updates, patches, bug fixes, etc.) should be in
the name of purchaser. The MSP shall provide a com comprehensive
prehensive warranty that covers all
components after the issuance of the final acceptance by Purchaser. The warranty should
cover all materials, licenses, services, and support for both hardware and software. MSP shall
administer warranties with serial numnumber
ber and warranty period. MSP shall transfer all the
warranties to purchaser at no additional charge at the time of termination of the project. All
warranty documentation (with valid warranty) will be delivered to Purchaser.
iv. The MSPs are expected to refer tto o Bill of Material and Annexure (existing system details,
requirements specifications and volumetric estimations) to design the proposed solution
considering software licenses and infrastructure
4 Project Implementation Approach
Stage Description Timeline

Phase 1: Implementation – PART A includes On On-bus components and PIS displays as per BoM including Passenger
mobile application
Pilot · PIS application for passenger T + 4 months
th
· Installation of On-bus
On components for buses in 2 bus (i.e. Pilot will be finish by 4
depots month)
Stage 1 · Installation of On-bus
On components for buses in 5 bus T + 5 months
depots
Stage 2 · Installation of On--bus components for buses in 10 bus T + 5.5months months
depots
Stage 3 · Installation of On--bus components for buses in 10 bus T + 6months months
depots
· Full scale VTS & PIS Go-live
Go
Phase 2: Implementation –PART
PART B includes all components other than those included in Part A
Full roll-out Go-live
live of entire application including planning, scheduling, T + 9 months
th
transit, depot and workshop management, etc. as per RFP (i.e. End of 9 month)
Stabilization 3 months of stabilization 3 months from full roll-out
roll
Phase 3: Operations & Maintenance for a period of 5 years after completion of Phase 2
Kick-off of exit Kick-offoff exit management plan as defined within MSA 1 year before end of contract
management period
End of contract Contract closure End of 5 years from
period Operations and maintenance
5 Deliverables & Timelines

5.1 Project timelines
Table below gives the view of key milestones which shall be tracked as part of this project.
# Milestone Timeline (months) Deliverables
Phase 0: Initiation Phase
0.1 Project Kick-off T + 0.5 months D1
0.2 Establishment of Project Management Information System T + 1 months D2, D8
0.3 Submission of High level design document combined for PART T + 1.5 months D3, D8
A and PART B
Phase 1: Implementation Phase for PART A
1.1 Specifications document for PART A T + 2 months D4, D8
1.2 Conference room pilot for PART A T + 2.5 months D5, D8, D11
1.3 Submission of PART A for User Acceptance Testing of T + 3 months D6, D8
Passenger mobile and related components within PART A
Commencement of Pilot roll-out
1.4 Completion of Pilot roll-out T + 4 months D7, D8
1.5 Completion of Stage 1 roll-out** T + 5 months D7, D8
1.6 Completion of Stage 2 roll-out** T + 5.5 months D7, D8
1.7 Completion of Stage 3 roll-out** T + 6 months D7, D8
1.8 Establishment of Command Control Centre T + 6 months D7, D8
1.9 Submission of completion certificate for PART A Phase T + 6 months D8
Phase 2: Implementation Phase for PART B
2.1 Specifications document for PART B T + 4 months D4, D8
2.2 Conference room pilot for PART B T + 6.5 months D5, D8, D11
2.3 Submission of PART A for User Acceptance Testing T + 7 months D6, D8
2.4 Deployment of PART B T + 8 months D8
2.5 Submission of completion certificate for PART B Phase T + 9 months D8, D10
Phase 3: Stabilization Phase
3.1 Commencement certificate for stabilization phase T + 9 months D8
3.2 Submission of completion certificate for stabilization along with T1 = T + 12 months D8
completion of security and VP/PT testing
Phase 4: Operations and Maintenance Phase -
4.1 Quarterly SLA-based payments Contract period D8, D9
4.2 Kick-off exit management plan as defined within MSA T1 + 48 months D8
4.3 Contract closure T1 + 60 months D8
**: Actual schedule may be worked out with BEST so the number of Depots within each stage may vary,
however, overall timeline i.e. T + 6 months will not undergo change.
5.2 Deliverables
As part of the assignment, bidder is expected to deliver the below listed deliverables:
D 1. Inception report
D 2. User manual for Project Management Information System
D 3. High level design report
D 4. Specifications report
a. SRS
b. Process flows
c. Screen designs / wire frames
d. Technical specifications of devices being supplied
e. Detailed specs of installation
D 5. Conference room pilot completion
a. Screenshots
creenshots of application and workflows
b. Test cases
D 6. UAT submission
a. Test conditions with results and log carried out for testing
b. Userr Manual for Bus devices and software
D 7. Milestone Completion Certificate of successful installation,
installation, setup, implementation andcommissioning
and for
on-bus devices, signed by designated BEST officials
D 8. Milestone completion certificate
certificate, on bidders letter head, accompanied by a Go ahead/confirmation from
the steering committee
D 9. Service Level Agreement Compliance reports
D 10. Exit management Plan
D 11. ‘Click-through
through User Interface’ prototype, on Mobile and Web
Invoices and supporting documents* (This will have to be submitt

submitted
ed as per payment terms and have not
been mentioned separately in section 5.1)
6 Bill of Material
Indicative Bill of Materials

# Category Component Units Minimum Quantity
1 Passenger Components
1.1 Software Passenger Mobile Application As per RFP
1.2 Software Web Portal for Passengers As per RFP
1.3 Software API for Passenger application – for integration with external As per RFP
apps including ticketing, and others
2 Conductor & Inspector
Software Conductor & Inspector Mobile Application As per RFP
Software Web (portal) Application for Conductors and Inspectors As per RFP
Software Starter Mobile Application As per RFP
Software Web (portal) Application for Conductors and Inspectors As per RFP
3 Driver None NA
4 Senior Management
Software Mobile Application for senior management As per RFP
Software Web portal application for senior management As per RFP
Software API for Integration of the Senior Management application As per RFP
functionality with other applications
5 Bus Stop Components
5.1 Hardware PIS LED Display Nos. 100
6 On-Bus components
6.1 Hardware Vehicle Tracking System Nos. 4025
6.2 Hardware PIS LED Display including audio Nos. 4025
6.3 Communication Connectivity requirement Nos. As required
7 Bus Chowki Components
8 Bus Depot Components
8.1 Hardware LCD TV Nos. 54
8.3 Manpower Bus Equipment support team (Shared team across depots) Nos. 10
9 Command Control Centre

9.1 Hardware Video Wall Solution including video wall, controller, etc.as per Nos. 1
RFP
10 Cloud Infrastructure - DC / DR Components (for one site)###
10.1 Hardware Servers (indicative no. consisting of 4 Web + 10 App + 2 VMs 16
database server) bidder may update the server count,
however, the same will need
10.2 Hardware Storage Terabytes 8
10.3 Manpower 24/7 support for application and cloud infrastructure Nos. 6
10.4 Software ITMS Software As per RFP
10.5 Software VTS, PIS As per RFP
10.6 Software Planning, scheduling and rostering As per RFP
10.7 Software Transit Operations As per RFP
10.8 Software Depot & Workshop Operations As per RFP
Indicative Bill of Materials

# Category Component Units Minimum Quantity
10.9 Software BI/DW and analytics As per RFP
10.1 Hardware Network components on cloud As per RFP
10.11 Hardware Security components on cloud As per RFP
10.12 Manpower Application Support personnel (onsite) Nos. 4
GIS INFRASTRUCTURE COST
11.1 Integration with purchaser’s GIS system
11.1.1 Software Software to integrate with purchaser’s GIS system As per RFP
11.2 Integration with third party commercial service provider
11.2.1 Software Software to integrate with third party GIS service provider As per RFP
11.2.2 Subscription cost Annual subscription cost of integrating with third party GIS As per RFP
service provider
##These figures provided in Bill of Material are indicative. Bidder is expected to perform an independent
assessment of the Infrastructure requirements for the proposed system and provide a detailed BOM for the
proposed infrastructure in line with the requrequirements
irements of the project and performance on service level
agreements. Purchaser or authority designated by purchaser shall review and approve the BOM of the
successful bidder at the time of implementation/deployment/commissioning.
The numbers specified may vary during the course of the project. Hence, supplier shall make its own
independent assessment to meet the desired service levels as stated in the RFP.
Notes:
1. In case of hardware components there may be 10% variation in actual quantities. No extra payment shall be made
by the purchaser for any variation in quantities within 10% limit.
2. End user computing devices such as desktops,printers, scanners, etc. that are not included in above table shall be
procured by purchaser independently. Bidder shall be responsible for seamless integration of these components
in the ITMS system at no extra cost to BESTBEST.
3. Bidder may increase quantity above indicative table and make a comprehensive list of system ystem inventory table by
including the components, which bidder idder might think are relevant based on the Bidders design to meet all the bid
requirements indicating the costs of the same in the financial bid.
4. Prices mentioned should include lude all consumables, spares, etc. for all components supplied during the contract
period.. Any item not quoted by the Bidder, shall be provided free of cost if it is found necessary to fulfil the bidding
requirements during the currency of the contract.
5. BEST reserves the right to procure the items from third party independent of this contract. In case the purchaser
purchases these items independently then total price shall be adjusted accordingly.
6. All risk in and title to the Assets to be transferred / to b
be
e purchased by BEST pursuant to this Article shall be
transferred to BEST, at GO-LIVE
7 Payment Terms
7.1 Description of payment component
# Cost Head CAPEX Component Recurring Component
C1 Hardware Costs of supply, installation, Costs related to AMC and related
component as per commissioning and related costs till maintenance / warranty and related
Bill of Material project go-live
live for mentioned items costs after project go go-live till end of
contract period for mentioned items
C2 Software component Costs of development/customization, Costs related to maintenance, update
as per Bill of Material installation, testing, documentation, of documentation, bug-fixing, bug warranty
deployment and related costs till and related costs after project go go-live
project go-live
live for mentioned items till end of contract period for mentioned
items
C3 Cloud Infrastructure Costs associated with cloud Costs associated with cloud
infrastructure hosting till project go
go-live infrastructure hosting after project go- go
live till end of contract period
C4 Manpower Costs associated man power Costs associated man power
deployment related deployment till project go go-live for deployment till project go-live
go till end of
costs mentioned items contract period
C5 Networking and Cost associated with networking Cost associated with networking
connectivity as per component as per bill of material till component as per bill of material after
Bill of Material project go-live
live project go-live
live till end of contract period
7.2 Terms of payment

Table below provides terms of payments for the bidder
7.2.1 CAPEX Component

For PART A and PART B, the split shall not exceed 30:70 for PART A: PART B for software and manpower
related cost components
Component Payment Payment applicability condition Earliest timeline for
percentage of payment
the CAPEX
Component
Hardware component as 20% On successful installation and Not before T + 3 months
per Bill of Material commissioning of devices
70% On Stage go-live Pilot: T + 4 months
Stage 1: T + 5 months
Stage 2: T + 5.5 months
Stage 3: T + 6 months
10% On stabilization and project go-live T + 12 months
Software component as 40% On UAT release 12% on T + 3 months
per Bill of Material 28% on T + 7 months
40% On phase go-live 12% on T + 6 months
28% on T + 9 months
10% On full scale deployment T + 9 months
Cloud Infrastructure 30% On Go-live of PART A T + 6 months
40% On go-live of PART B T + 9 months
30% On completion of stabilization period T + 12 months

percentage of payment
the CAPEX
Component
Manpower deployment 40% On UAT release 12% on T + 3 months
related costs 28% on T + 7 months
40% On phase go-live 12% on T + 6 months
28% on T + 9 months
10% On full scale deployment T + 9 months
Networking and 50% + 50% 50% on Go-live and 50% on T + 9 months (50%)
connectivity as per Bill of completion of stabilization period. T + 12 months (50%)
Material
Indicative payment schedule based on table above

# Item T+1 T+2 T+3 T+4 T+5 T+6 T+7 T+8 T+9 T + 10 T + 11 T + 12
1 Hardware Component 20% 70% 10%
2 Software Component 12% 12% 28% 28% 10%
10%
3 Cloud Infrastructure 30% 40% 30%
4 Manpower Deployment and 12% 12% 28% 28% 10%
related costs 10%
5 Networking 50% 50%
7.2.2 Recurring Component

percentage of the payment
CAPEX
Component
Hardware component as 20 equal pay--outs At end of every quarter after go-live During operations &
per Bill of Material and stabilization maintenance phase
at the end of each
quarter
Software component as 20 equal pay--outs At end of every quarter after go-live During operations &
per Bill of Material and stabilization maintenance phase
at the end of each
quarter
Cloud Infrastructure 20 equal pay--outs At end of every quarter after go-live During operations &
and stabilization maintenance phase
at the end of each
quarter
Manpower deployment 20 equal pay--outs At end of every quarter after go-live During operations &
related costs and stabilization maintenance phase
at the end of each
quarter
Networking and 20 equal pay--outs At end of every quarter after go-live During operations &
connectivity as per Bill of and stabilization maintenance phase
Material at the end of each
quarter
Indicative payment schedule based on table above
Year 1 Year 2 Year 3 Year 4 Year 5

# Item Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
1 Hardware 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5%
Component
2 Software 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5%
Component
3 Cloud 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5%
Infrastructure
4 Manpower 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5%
Deployment
and related
costs
5 Networking 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5%
Note:
· The bidder has to ensure that their financial proposal is structured in such a way that the costs within
CAPEX component quoted do not exceed more than 50% of total costs of the projec
project. In case the bidder
quotes higher figures towards capital costs the same shall be restricted to 50% while making payments
towards CAPEX component.. Any value quoted towards Implementation Costs over and above 50% limit
will be paid in equal quarterly inst
instalments
alments for next five years along with quarterly payment for each
quarter during the Operations and Maintenance Phase.
· Payment for bandwidth would be directly made by BEST to the connectivity service provider as per the
tripartite agreement to be signed by the parties involved after award of contract to the successful bidder. If the
payment exceeds the quoted amount, the same will be recovered from quarterly payment towards other
components being made to the bidder.
bidder
8 Acceptance Criteria
The below described ‘Two Committee governance structure’ shall be setup at BEST for successful management
of project.
The two committees shall be as described below:
Working Committee - comprising of members from transport, operations, maintenance, accounts,

accou audit and IT
departments. Committee shall be headed by Transport head division. Each deliverable will be approved by
working group, after which it will be submitted to Steering committee for its approval.
Steering Committee – comprising of head of trtransport
ansport and IT Department. Committee shall be headed by
General Manager, BEST. Approval of Steering Committee shall be taken as approval of BEST for this project.
Bidder is responsible for deliveringall

all the Project Deliverables to BEST as defined. All the project deliverables
shall be submitted toBEST for approval through Project Management Information system (PMIS) only. This
system will be developed by the bidderas
as a part of system development.
# Sequence of Activities Medium Actor

1 Deliverable acceptance PMIS
1.1 BIDDER shall upload the deliverables in the system for approval by Bidder
respective authorities at BEST. And also send an email to designated
email addresses along with the deliverable.
Soft copy (by e-mail) and ONE printed draft of all deliverables shall be
submitted to BEST.. Source code however need not be submitted in hard-
hard
copy
1.2 BEST shall review the deliverables and either accept the deliverable or Bidder / BEST
provide feedback on changes to be done in writing within a reasonable

period of time
The BIDDER shall make the appropriate revisions and shall resubmit the
updated final version to BESTfor
or verif
verification and feedback/acceptance
The BIDDER should strive to submit the deliverables in parts for getting
continuous feedback on the deliverables. The BIDDER should also
engage with BEST on a continuous basis through meetings (minimum
( of
once every week, tillll 6 months after Go
Go-live and fortnightly after this
period) and periodic workshops to ensure that progress may be reviewed
and feedback provided from time-to
to-time.
Please note that the timelines indicated above are timelines for submission
submiss
of final deliverables. BIDDER should plan to submit the draft versions of
deliverables before the timelines indicated above to allow reasonable time
for review and acceptance by the time indicated above.
1.3 Based on an mutually agreed workflow enabled through PMIS, BEST user BEST
# Sequence of Activities Medium Actor

will approve the deliverables
2 Payment authorization PMIS
2.1 Only when the deliverables are approved within the PMIS, BIDDER shall BIDDER
raise payment request
2.2 BEST shall authorize the payment request within PMIS BEST
2.3 Once the payment request is authorized, BEST shall release the payment BEST
and shall intimate the vendor
3 Status update of payment PMIS
3.1 Payment status within system will be updated once same is release BEST
9 Service Level Agreement

9.1 Objectives
The objective of SLA is to clearly define the expected level of the services being offered by the BIDDER
(Successful Bidder) to the Purchaser (BEST) for the period of the contract or until the SLA has been
amended. SLA defines the responsibility of the successful bidder in ensuring adequate delivery of the
deliverables and the services coupled with correctness of the same based on the performance indicators
detailed out in this document.
BIDDER shall provide services as defined in section I which details out the scope of work in accordance
with the conditions mentioned in Section IV to ensure adherence to project timelines and error free
availability of the services.
9.2 SLA categories

The SLA has been
en classified into two broad categories as given under.
• Category I: During Implementation These are system delivery level targets which shall be adhered to during
the implementation of the system, these services may be considered as pre pre-requisites
requisites to the service
s level
targets mentioned in the post implementation phase.
• Category II: During Operations and Maintenance
Maintenance- These are business critical level targets which shall be
adhered to post implementation/commissioning of the system. Default on any of the service
serv levels mentioned
under this will incur penalties as defined in this section.
For Category I, the penalty will not exceed 20% of the Performance Bank Guarantee (PBG). For Category II, the
penalty will not exceed 10% of the total amount being paid to the bidder during the monthly payment period. The
liquidated damages recoverable from the bidder as specified in Volume 3 of the RFP will be in addition to the
penalty on the SLAs.
The Service level agreement would be valid for the complete period of contract
contract.. This SLA may be reviewed and
revised according the procedure detailed in SLA Change Control Mechanism.
For the purpose of recovery of penalty imposed, the penalty amount will be adjusted against 20% payment to be
made by BEST for the respective month.
9.3 SLA
LA applicable during Implementation Phase
# Services Parameter Measured by Penalty
1 Adherence to project Adherence to Number of days of delay for each Rs. 20,000 per
timelines timelines as milestone as defined in the project additional day of delay
defined in the timelines within Volume 2 of this
project timelines RFP
within Volume 2 If the delay exceeds 30
Measurement Tool:
of this RFP. days, BEST may decide
Project Management Office (PMO) to invoke the ‘breach’
Periodic Project Progress Reports clause
9.4 SLA applicable during Operations and Maintenance Phase
9.4.1 SLA for AVLS Units

Measurement
Service Level Measuring Penalty
# Description Duration Measured by
Baseline Lower Material
Minimum Performance breach
Availability of AVLS device sending

Operational Vehicle GPS data to server with 0.5% of
Mountable Units. Unit 99% -to- time stamp monthly
is operational when it 99.90% charges
1 Daily 99.90% < 99%
is able to support
providing necessary
data
(“VTS Availability” is
defined as the proper 0.5% of
functioning of the AVLS monthly
device with all its features charges
AVLS Central 99% -to- & functions along with
2 System Availability Monthly >99.9% 99.90% < 99% required hardware &
software as per the
functional & technical
specifications defined in
the bidding documents.
GPRS connection
availability is excluded
from this)
Reliable without any

NMR report from 0.5% of
loss of data,
3 95% -to- AVLS device monthly
Seamless Monthly >97% <95%
96.99% charges
connectivity when
moving between Bus
Stops {GPRS
Network}
Each AVLS Unit Hourly Data Packet

95% -to- received to ITS server 0.5% of
should ensure monthly
4 maximum 10 second Monthly >97% 96.99% <95% report
charges
update time for
vehicle location
Issue logged in Helpline

Replacement Time Rs. 100/- per
5 Daily 1 day 2 day 4 day app, NMR report from
of Malfunction AVLS device per day
AVLS device
Unit
9.4.2 SLA for PIS

Service Measuring
Sl Level Duration Measurement
Description Penalty
Baseline Lower Material Measured by
Service Measuring
Description Penalty
Passenger (“PIS Display

Information Availability” is defined Rs 200/- Per
(service) displays as the proper day per PIS
shall be available functioning of the PIS Screen
1 for all passengers Daily > 97% 97% -to- 95% < 95% with all its features &
to view without functions along with
delay in the required hardware &
frequency software as defined in
mentioned. the bidding documents.
PIS displays showing
distorted/ partial/ non-
non
readable messages/
information shall also
be considered as
unavailable)
1. By interface
provided to CCC- CCC Rs 200/- per
Operators. Issue complaint
logged by CCC Staff/ logged.
Accuracy of /Conductor/Driver/Co
2 forecast Daily 99% 99% – 98 % < 98% mmuter.
arrival at bus- 2. “ETA Accuracy” is
stops (ETA calculated for each
Accuracy hour at a given
from AVLS location as the
System) difference between
the expected and
actual arrival times.
This should be within
Screen refresh < 10 > 10 to < 20 > 20 Information 0.5% of
3 of across all Daily seconds sec sec displayed/refreshed monthly
PIS interfaces with new content from charges
such as LED server log
screens etc.
Connectivity
Log from data card Penalty of
4 availability Daily 98% 98% to 90% <90%
usage, NMR report for 2% per
over Data
GPRS connectivity month will be
card/BB
deducted
from the
monthly
PIS Server charges, if
Default value 10 sec Penalty of
5 availability and Daily < 10 sec >10 &<30 > 30 or as soon as the bus 2% per
On time sec sec touches the Geo
synchronization month will be
Fence of Bus stop. deducted
of data from the
server from the
monthly
charges, if
Display of the reports
Time stamp captured 0.5% of
6 Additional Weekly 100% 99.90%-95 % < 95%
from PIS Control monthly
Text
module and time charges
messages
stamp from Display
(Advertisemen
device
ts/free texts)
7 Correctness of By interface provided

Display fields - to CCC- Operators. Rs 200/- per
Line number & Issue logged by CCC complaint
Destination, Daily 100% 99.90%-95 % < 95% Staff / logged.
Departure Time Conductor/Driver/Com
(absolute/ muter
relative), Via-
destination,
Trip- related text
Service Measuring
Description Penalty
9 Replacement Issue logged in

Time of Daily 1 day 2 day 4 day Helpdesk app. Rs 100/- per
Malfunction PIS display
PIS display per day
9.4.3 SLA for ITMS applications

Service Level Measuring
Sl Description Duration Measurement Measured by Penalty
Baseline Lower Material

Report Generation Daily Query time 0.2 % of monthly

> 90
1 Time(Query time BI <10 sec 30 to 90 sec charges
sec
Tool)
Monthly Report from

2 Total Application > 99.90 99% -to- < 99% EMS 2% of monthly
Availability 99.90% charges for less
%
than 99.9%
Grievance and Monthly Helpdesk

3 < 7 Days 08 to 12 days > 12 ticket Rs 200/- per
Complaints complaint logged.
days
settlement
Daily No of
4 Client Access - 99.90% 99.89% to < 98% Hits/Day 2% of monthly
24*7*365 98% charges for less
than 99.9%
3% of monthly
charges for less
than 98%
Predetermined Daily Database log,

5 Report (Incl < 7 Secs 08 to 20 sec > 20 Server query 0.2 % of monthly
Exception Reports) sec log charges
Generations
Database log,
6 Query based Report Daily < 15 Secs 16 to 30 sec > 30 Server query 0.2 % of monthly
generations sec log charges
Response time for Server Log

data input after > 20 0.2 % of monthly
7 pressing enter (save) Daily < 5 sec 06 to 20 sec sec charges
key to display a
response.
< 5 sec Server Log

8 Response time for Daily 06 to 20 sec > 20 0.2 % of monthly
on‐line inquiry sec charges
9.4.4 SLA for Data Centres
Service Level
Sl. Description Measuring Measurement Penalty
Duration
Baseline Lower Material Measured
Minimum Performance breach by
IT Infrastructure for
production 2% of
environment should monthly
1 be designed in such Monthly 99.50% 99.49% to < 97% EMS Report charges
a way that the 97% & Server for less
infrastructure shall be Log than
made available % 99.5%
without single point
of failure.
The system shall be

operational, reliable, EMS 2% of
2 and available for Monthly 24*7*365 - - Report & monthly
business processes Server charges for
and mission-critical Log less than
operations 100%
CPU utilization must 2% of

3 not cross beyond % Monthly 75% 76% to 80% > 80% EMS Report
& Server monthly
at any time of charges
processing Log
for less
than 75%
Resumption of
4 Monthly <45 min 45min to > 60 Network log
online ITMS
60 min min
services (Per
Event)
Fixing a bug or 16 / 12/ 8 - 16 / 12/ 95%-99%

5 Monthly < 11 / 8 / 4 Hours Helpdesk ticket
issue (Low/ 12 8 Hour calls
Medium/ High) /8/ 4 Hour resolved
in
specified
time: 2%
penalty
on the
monthly
Website uptime with 2% of
6 Monthly 99% 99% to 98% <98% Helpdesk ticket
all the features monthly
charges
for less
than 99%
Service Level
Duration
Point to Point Network log & 2% of

7 Monthly 98% 98% to 90% <90%
(P2P) SLA with ISP monthly
Communication charges
for less
than 98%
ITMS Log from ITS Penalty

8 Daily 99% 99%-98% <98%
Application server of 2% per
Availability Uptime/Downtime month
will be
deducted
from the
monthly
charges,
if the
reports
are not
submitted
by the
Availability of systems 98.99% to 2% of
16 Daily 99% < 95% Report from
at Data Centre 95% monthly
EMS
charges
for less
than 99%
3% of
monthly
charges
for less
than 98%
5 % of
monthly
charges
for less
than 95%
Average
Capacity of the
17 Daily Average - - transaction size
Database Server
transaction/Hour from all field
(Service
equipment’s per
Transactions/Hour)
minute *60
Capacity of the Average
18 Application Server Daily Average - - transaction size
(Service transaction/Hour from all field
Transactions/Hour equipment’s per
) minute *60
Availability of agreed 99.99% to 0.5% of

19 services over the Daily 100% 95% <95% Report from
EMS monthly
internet charges
98.99% to
20 Network Daily 99% < 98% Report from 0.5% of
98%
availability EMS monthly
charges
Service Level
Duration
Network Latency 0.5% of

21 Average of Monthly > 75 <75% to 72% <72% Report from monthly
(Milliseconds/Month EMS charges
)
Roll out of latest anti- 0.5% of

virus definition file on Report generated by
monthly
24 Quarterly 98% antivirus software
work station and server charges
being made available console
98% to <95%
by bidder 96%
Roll out of latest 0.5% of

25 Quarterly 98% Patch update report
updated patches/fixes, monthly
98% to <95%
version upgrades charges
96%
System Handling 2% of
27 Monthly 99% Report from EMS
capacity for 25% monthly
99%to97% <97%
additional load charges
for less
than 99%
9.4.5 SLA for Mobile APP developed for commuters and BEST employees
Sl. Service Level Measurement

Description Measuring Penalty
Duration Baseline Lower Material Measured by
performance performance breach
1 Availability of Daily 100% 99.90%-95 % < 95% (Mobile APP

mobile APP Availability is defined Rs. 200/-
developed for as the proper per incident
commuters, functioning of the per day
conductors, mobile APP with all
inspectors and its features &
other staff functions along with
required software as
definedd in the bidding
documents.)
2 Instances of Daily 0 Up to 2 More than 2 Instances of

inaccurate instances distorted, incomplete Rs. 200/- per
Instances
information and inaccurate incident per
shared in information shared day
mobile APP with end users of
mobile APP
9.5 Uptime Calculation for the month

{[(Actual Uptime + Scheduled Downtime) / Total No. of Hours in a Month] x 100}
"Actual Uptime" means, of the Total Hours, the aggregate number of hours in any month during which each
equipment is actually available for use.
"Scheduled Downtime" means the aggregate number of hours in any month during which each equipment, is
down during total Hours, due to preventive maintenance, scheduled maintenance, infrastructure problems or any
other situation which is not attributable to Service Provider’s (or Service provider's) failure to exercise due care in
performing
ming Service Provider’s responsibilities.
The BEST would provide a maximum of 02 hours of planned downtime for the preventive maintenance (as part
of scheduled downtime) per month combined across all equipment/service. However, the downtime
downtimewill have to
be planned and approvedat
at least TWO WEEKS in advance, else it will be considered anunscheduled
unscheduled downtime.
.
The downtime for scheduled maintenance (patch application, upgrades – OS, Database, etc.) would need to be
mutually agreed between BEST and the Bidder. To reduce the duration of the downtime, various maintenance
activities should be clubbed together with proper planning.
"Total Hours" means the total hours over the measurement period i.e. one month (24 * number of days in the
month).
9.6 Monitoring and Auditing

IT Team of BEST or appointed by BEST will review the performance of Service Provider against the SLA
parameters each month, or at any periodicity defined in the contract document. The review / audit report will
form basis of any action relating to imposing
imposing penalty or breach of contract. Any such review / audit can be
scheduled or unscheduled. The results will be shared with the Service Provider as soon as possible. BEST
reserves the right to appoint a third-party
party auditor to validate the SLA.
9.7 Reporting Procedures

The Service Provider’s representative will prepare and distribute SLA performance reports in an agreed upon
format by the 10th working day of subsequent month of the reporting period. The reports will include “actual
versus target” SLA performance,
ce, a variance analysis and discussion of appropriate issues or significant events.
Performance reports will be distributed to the BEST’s IT Team.
ANNEXURE A: Functional Requirement Specifications

1 Planning, scheduling and rostering
1.1 Route planning & timetable
Proposed solution should be capable to:
1. Create, edit and modify depots, stops and terminus in system
2. Create routes and timetables for both inbound and outbound directions.
3. Track and minimize dead runs
4. Add/view Average Speed / Distance
5. Add/modify/delete/undelete/view
/delete/undelete/view Vehicle Type.
6. Create timetable, adding and modification of trips, assigning the vehicles to the trips thus creating a vehicle
schedule.
7. Integrate vehicle schedule with crew schedule.
8. Create vehicle schedules with split into a set of sshifts,
hifts, allowing the split to occur only at the relief points, a
place where a crew may handover the bus to another crew.
9. Create a new route, edit an existing Route
10. Add/remove turn restrictions
11. Set to One-way/Two–way path
12. Set to Blocked Road path
13. Define Road Class - Main roads, highway, narrow road, freeway, toll road etc...
14. Authorized user should be able to create Road speeds for various road types
15. Authorized user should be able to add nodes / points. With identified with unique Id. as
16. Bus stops, Bus terminus, Time points, Meal place, Depot, Relief points etc.
17. Only Authorized User should be able to delete nodes / points.
18. For each of the nodes / points added, user should be able to add name for public timetable.
19. Add Longitude and Latitude coordinates for fo nodes / Points.
20. Define vehicle types which can stop at this location, if it is a bus stop
21. Ability to create and add multiple type of buses - single decker, double decker, mini bus, multi axle bus etc.
22. Define route/path with unique path ID / name for it
23. Edit
dit an existing path by choosing the path id / name
24. Create Route/Path with repositioning/z
repositioning/z-path,
path, start point and end point with or without GIS MAP
25. Adjust the route/path to consider the roads and shortest distance the bus has to perform the journey
26. Copy and d duplicate an existing path
27. Add, remove or modify nodes on the path
28. Create a multiple path with a combination of one or more paths
29. Ability to automatically create a reverse/return path with the same attributes and details as in the original path
30. choose a Vehicle type or types for a particular path
31. Allow an authorised user to delete a path or a multiple path
32. Identify and edit Travel distance, Travel time based on GIS information and Average speed defined by user
for the entire path / route or specific nodes/stops.
nodes
33. Define and edit the speed for the entire path / route or specific nodes/stops
34. Create dead run path from a specific depot to any bus stop of a path
35. Auto create dead run path from any of the depots to any bus stop of a path and what if analysis
36. Define e and Edit the speed, Travel time, Travel distance for the entire dead run path
37. Allow user to combine a path and the dead run path to be part of an inbound/outbound route path
38. Handle multiple depots and optimize schedule across depots
39. Optimize fleet resultss against depot and vehicle constraints
40. Solution should have ability/edit specify inbound and/or outbound timetable for a specified day type.
41. Allow user to define the path type for the time table - circular, loop, Radial etc.
42. Add, edit and copy/duplicate timetables
43. Only authorized users should be able add, edit or delete timetables
44. Ability to edit Running Times in
a. in table view
b. using graph
45. The Fleet/vehicle module should support
a. Multiple day types – like Week Day, SAT, SUN, Holidays etc.
b. Timetable - inboundd and outbound paths
c. Add trips - inbound and outbound paths
46. Ability to View trips in
a. Tabular Format
b. Graphical/Zig-zag view
c. Horizontal view
1.2 Scheduling for trips, vehicles, duties and ETIM
Proposed solution should have the capability to:
1. Link/add trips to the e selected timetable.
2. Add trips automatically to the time table based on start time, end time, number of trips or headway
3. Modify any / all trip running time, running distance, add new time points, truncate any of the trips and save the
changes
4. Allow user to o join / unjoin the trips based on ending or starting within a time gap
5. Join/unjoin trips in manual, assisted and auto mode.
6. Allow user to split the trips in a time table
7. Support multiple methods of viewing the trips, paths and nodes / bus stops and to switch instantaneously
between the views.
8. Add, edit, delete and copy/duplicate a Bus schedule for a day(s) in which buses have to operate trips as per
the selected inbound and outbound timetable (s) and include a user defined name to it
9. Allow an authorized user to add, edit, delete and copy/duplicate a bus schedule.
10. Export bus schedule in excel, pdf, csv formats
11. Link all the inbound and outbound trips in manual, assisted and auto mode.
12. Indicate the number of buses required to operate all of the trips upon complete
complete linking of all the trips.
13. Provide appropriate error messages in case layover times and dead run timings do not match in the time
tables.
14. Minimize cost by minimizing number of shifts/duties
15. minimize Total spread of hours of running
16. Use GPS data to calculate
alculate running time for different times of the day (peak and off
off-peak
peak hours), month and
seasons in both directions
17. Prepare different schedules (static) for peak and off-peak
off peak hours and for the ‘up’ and ‘down’ directions, based
on average speed in differentt time slots and the direction.
18. Analyse data to determine the demand area, services deficit area and potential new routes
19. Minimize dead running KMS, rest time at Depots
20. Split, join, merge and re-number
number RUNs
21. Set lay-over
over time in a flexible manner for different
differ routes based on distance
22. Suggest minimum number, type etc., of vehicles required for the schedule.
23. Maximise or minimise the bus running hours, display exceptions such as trip without any bus
24. Split, Join, Merge and Renumber RUNs, duplicate RUNs, colour code trips, link /unlink buses to trips
25. Perform parallel scheduling of services such as trunk and feeder system, the schedule of the trunk bus and
the feeder bus must be synchronized to the extent possible, to minimize the transfer waiting time for
passengers.ers. The system should allow for such synchronization and calculate automatically the trips of
schedules of a route/multiple routes
26. Identify relief points where crew can interchange and have meals.
27. Schedule the Pick and drop crew at relief points/depots.
28. Handle the schedule for these pick and drops using either fleet of vehicle dedicated for crews or public
transport.
29. Create crew schedules considering different shifts parameters such as shift spreads, meal time etc.
30. Create crew scheduling as per the Motor Vehicle Act.
31. Define relief points.
32. Define shift start and end points
33. Define relief points and duties with travel to these points by walk, bus, Metro or by staff bus.
34. Consider the different modes of transport and the time taken by each mode while creating crew c schedules
35. Consider the travel time to relief points with multiple mode of travel in case relief points and shift start location
is different locations.
36. Minimize the duty spread
37. Minimize travel time from relief points to depot / meal locations
38. Minimize breaks between 2 spells of service
39. Schedule duties such that the last portion of duty shall close at a particular depot
40. Ensure minimum hours are worked before a meal break or an extra break
41. Create crew schedules for Bus schedules which operate from a speci specific
fic depot / group of depots or from all the
Depots
42. Create crew schedule including/excluding certain Route Numbers
43. Create crew schedule considering a specific meal break location for a particular Route Number / selected
route numbers
44. Re-adjust Constraints / preferences rules for a depot or the entire depot and rere- run the Crew schedules
45. Provide access to all the authorized users at the Depots, to download the Crew schedules created by the
system
1.3 Allotment and Rostering for trips, vehicles, duties and ETIM
Proposed
oposed solution should have the capability to:
1. Create the Roster as per Rules, Acts and statutory requirements.
2. Create schedule based on Motor Transport workers Act, 1961 and Maharashtra motor workers rules 1962
3. Create group of users based on set of defined parameters using the ‘Crew Rostering’ module.
4. Plan and generate the rostering automatically for next one month to one year.
5. Allow admin or authorized users to create and view the planning for a week/month before it applies to real
production.
6. Easilyy make changes to the planned roster
7. Create rosters for user definable day types such as Public Holidays, weekends etc.
8. Automatically rotate crew as per the user definable parameters
9. Create groups and types of crew.
10. View, edit or allocate crew to a schedul
schedule
11. Assign crew work/duties based on user defined groups
12. Include non-driving
driving work in the roster
13. Utilise drivers from other Depots
14. Display or provide Rostering using graphical representation for the selected period
15. Assign crews automatically to the schedule through the integration of the Rostering module and the
scheduling module.
16. Update crew’s operation hours, idle hours, etc., by rostering, for a day, in case schedule gets cancelled, to
improve the operational efficiency.
17. Minimize and help purchaser in iden identify
tify the non performing/underperforming crew, through rostering
techniques and techniques in rostering.
18. Assign the vehicle to particular schedule and number of trips, through the Scheduling module. Forms and acts
applicable to purchaser shall be incorporat
incorporated into the scheduling & rostering module.
19. Ensure that all the schedules shall be identified by their respective schedule number and/or start and
destination name.
20. Ensure that Schedule master shall have start place, end place, starting and end time of each trip, rest time in
between the trips, distance between the start and end place, distance between stops, overnight stay, crew
name, fleet registration number, etc.
21. Allow admin or authorized users to update, modify or cancel the schedule, using the Scheduli
Scheduling module.
22. Allow an admin or an authorized user to cancel a particular trip – (allow partial schedule cancellation).
23. Allow users to modify/update the schedule quickly.
1.4 Reporting requirements
1. Detailed Crew report for each duty / crew day(s) of the week clea clearly
rly indicating sign On, Sign Off, Trip details
that are to be performed, meal break location, etc.
2. Consolidated Crew report for all duties in a depot for day(s) of the week clearly indicating Sign On, Sign Off,
On vehicle, OFF vehicle, Steering time and hours
ho of duty for driver
3. and conductors
4. Statistics reports of crew and depot.
5. Horizontal Blocks to provide duty wise details of each crew along with the Route number on which they will
perform duty
6. Generate On-demand
demand statistical reports and summaries
7. Ability to generate Reports such as
a. Statistics Report - Headway, Running times for each trips.
b. Running Boards - Time table of each RUN
c. Arrive Depart Graph
d. Timetable reports - to be displayed at bus stops
8. Solution should support following MIS Reporting
a. Crew allocation
b. Schedule allocation
c. Crew utilization report
d. Fleet departure at depot
e. Fleet dead KM per route/ fleet wise
f. Revenue kilometre
g. Schedule or trip cancellation
h. Crew license renewal history
i. Over time details per staff wise
j. Fuel stock per month/ week/ pe per day
k. Fuel consumption every day
l. Fleet wise fuel consumption
m. Vehicle service alerts
n. For Time table
i. by Path
ii. by Route
iii. by start time
iv. by end time
v. by trip number
vi. by day(s) of the week
vii. by distance
viii. by speed
o. Bus Arrival and departure summary from a depot
p. Bus RUN summary report with or without time points / bus stops for day(s) of the week with statistics
data on Running KMS and time, Dead Running, Idle time, recovery / layover time,
q. Number of buses operating in traffic from a depot spread over 24 hours
9. User should be able to print the below reports
a. Graphical report for a Path / Route
b. List of Nodes / points with the relevant details
c. Graphical report for a path / route with different travel times for different time periods in a day
d. Public Time Tables
2 Transit Operations
2.1 Daily Dispatch
1. Ability to plan dispatch of depot vehicle using a depot Plan
2. System should have functionality and provisions to establish Crew Biometric and smart card based Kiosk, this
should be fully integrated with Rostering and Dispatch
3. Proposed solution tion should manage multiple Depots from the one screen
4. Data from multiple should be available one screen for operations manager/starter to make decisions.
5. The Dispatch module should be fully integrated and have availability of vehicles in real time from workshop.
wo
6. The solution should have ability to display the current and future duties to be performed by the staff.
7. Solution should have provision to easily swap work between crew.
8. Solution should have provision to Easily swap work between vehicles
9. Solution should
ould have provision to handle on on-road
road vehicle changes due to accidents, breakdowns etc.
10. The solution should have provisions to capture driver licenses and other statutory documents
11. System should alert various stake holders including driver in case the document
document has expired and need to be
renewed
12. Solution should have provisions to manage crew contact details
13. Ability to volunteer for additional work by crew from the crew kiosks
14. Solution should have detailed shift information available to operations manager
15. Solution
ution should have ability to change how many hours are required by crew to perform a duties and highlight
the overtime in case it is required
16. Solution should highlight the workshop plan and vehicles required for workshop maintenance for the period
17. Solution should have capability to send the SMS messaging to crew, either in bulk or individually
18. Ability to send SMS alerts if crew late for work
19. Ability to send SMS alert to crew if work has changed
20. System should flag and give Late crew popup alerts
21. Ability to sort
ort vehicle / drivers as required
22. Solution should have ability to incorporates Charter work
23. Ability to apply skill restrictions at a Shift or vehicle level
24. Gate processes for Vehicle In/Out from the Depots shall be captured in the system.
25. Depot manager shallll be provided real real-time
time information and reports on staff presence from the system using
the Proximity reader data.
26. All details such as all available vehicles, spare buses, bus on road, all crew, all duties, open duties, spare
crew and unavailable crew on the dispatch screen – preferably a single screen for operations user
27. The screen should be refreshed at a defined interval to show current status of operations with updates from all
sub systems such as workshop, attendance, breakdown etc.
28. The schedule for a route should be shown with details such as time, trip, route details, change over points etc.
on the dispatch screen for operations user
29. Operation user should be able to know the workshop schedule on the same screen so the bus can be
dispatched to workshop
30. User should be able to amend the schedule be inserting sign on sign off etc. on a single screen and this
should be updated in the timesheet
31. User should be able to mark trip as uncovered with reason on a dispatch screen
32. user should be able to enter compl complaints,
aints, complements, accidents, injury etc. identifying the route, trip driver
etc. on a dispatch screen
33. user should be able to enter Breakdown along with reason on a dispatch screen, this entry should be
reflected in the depot workshop for them to work on
34. Workflow should be created to capture additional details and identify root cause in case of exception such as
accidents, trip drop etc.
35. Shall provide capability to plan dispatch of depot bus using a Bus parking Plan
36. System should have provision to berth the bus as per bus parking plan in auto mode and manual mode
37. System should be able to handle the dispatch of all bus including company cars, trucks etc.
38. system should highlight bus with minor, major decks for operations person to make decision on the dispatch
dis
39. System should highlight security, safety faults
40. system should be able to predict when the bus will be back in depots for workshop to carry our the scheduled
work
41. System should identify and show on screen the current bus off road and On road vehicles.
vehicles
42. system should have details of current trip being performed with all stop details from schedule
43. system should have capability to mark a bus as Vehicle Off Road with reason
44. system should have capability to enter faults and defects on a trip with all details
details like route, driver being
captured automatically
45. system should have provision for marking early and late arrival
46. system should show bus details such as bus type etc. on the dispatch screen for operations user
47. system should show the status of the bus on the dispatch screen for operations user
48. Seamless creation of records for Operations, Workshop and Management
49. system should have capability to create a custom bus parking plan for all depots
50. System should have bus parking plan depict all locations like wor
workshop,
kshop, inspection area, washing marked.
51. System should highlight any bus in the bus parking like bus in workshop, washing area etc.
52. Bus parking plan should highlight quarantine vehicles
53. System should have provision for mark the bus in bus parking on a mob mobile
ile APP, on system in case manual
entries are to be done
54. Shall display location of buses in parking row in depot yard.
55. Shall display schedule of buses as per Monday
Monday-Friday, Saturday, Sunday, Holiday, etc.
56. Shall display Route / Serial wise and time wise tur
turn out schedule.
57. Shall generate OK bus report for posting the buses in routes/ serial for turnout.
58. Shall generate Service Position.
2.2 Crew Kiosk

1. Should be Integrate with rostering and dispatch systems
2. Should capture crew attendance (Biometric, Aadhar number, Employee ID etc.) and duty allocation at all
depots
3. Should prepare duty roasters for longer period (six months or more) after taking inputs from the crew
4. Should be able to send notification of duty allocation to be sent to crew through SMS a day before the duty
and/or provision for crew to accept/ decline duty allocated using SMS or IVRS
5. Employees should be able to apply permissible leaves
2.3 Actual allocation and roster adherence

1. Ability to compare real-time
time staff adherence and should compares planned staff activity
activity to actual activities
throughout the day
2. Monitor employee/crew status in real-time
real
3. Receive instant alerts for out-of-adherence
adherence states
4. View employee/crew exceptions in real-time
real and approve or deny right away
5. Monitor and analyse key performance indicators and trends to reforecast, reschedule, and adjust staffing
6. Track and compare forecasted and actual centre statistics
7. Schedule overtime or time off during high and low call volume situations
8. Evaluate adherenceand take action to improve performance
9. The measure must be able to be accurately measured by multiple people over multiple reporting periods.
10. The measure must be within the control of the individual being measured.
2.4 Depot operations performance measurement

Should provide following information including:
ncluding:
Bus Maintenance and Availability
1. Bus Availability
a. How many buses are available in the depot at the beginning of the shift daily?
2. Bus Breakdowns
a. How many buses are in the workshop for repairs, how many buses breakdown during while in
service? When multiple routes are operations, this information will be needed per individual route
as well.
b. Bus kilometres between two breakdowns of same bus (individual bus wise)
3. Bus Maintenance
a. Individual Bus report consists of preventive maintenance and all other wo
work
rk done on that bus with
kilometres.
4. Schedule Adherence of individual trip of bus
a. Scheduled adherence report based on published schedule and actual schedule. Ability to sort the
report by the operator by the trip will be useful.
5. Operational Issues on Field:
a. Incident reports to be generated based on information gathered by the control room on a daily
basis. These reports should have bus number, trip number, operator number, time of the day,
type of incident.
On Time Performance
1. Scheduled KM by trip versus Actual KM by trip and Summary for day
a. The report will have scheduled kilometres against actual kilometre by trip and by day.
b. When multiple routes are operational, this information will be needed per individual route as well.
The report should generate missed
missed trips or missed kilometres per individual routes.
2. On Time Performance (OTP) for Individual Trip
a. System and trip on time performance report for individual routes and feeder routes.
3. Daily peak, base and evening performance OTP
4. Cumulative daily performance OTP
5. Weekdays and weekend performance OTP
6. Waiting time of bus at the junction and time to clear the junction during off peak, medium peak and peak
hours.
7. Speed of a bus between stations and speed violation
2.5 Route condition monitoring

1. Solution should be able to provide real-time
real time information about the operational status of the route.
2. Solution should identify how the route is performing compared to the planned performance.
3. Solution should identify whetherthe service is operating as planned, or whether it is at variance with the plan,
and usually also analyses the severity of the variance.
4. Solution should presents the route condition to specified end
end-users
5. Route condition should be presented in graphic and numeric format
a. Summary indicator of status of all routes
b. Summary indicator of status of all routes assigned to the dispatcher or dispatcher cluster
c. Condition status of individual routes
d. Optionally, only alerts and variances beyond performance tolerance are shown
6. Route condition monitoring application shall use visual
visual tools to highlight the important information. Methods
include:
a. Representation of the intervals between vehicles, either on the route map or as a separate screen
b. Color-coding
coding of variances to indicate early/late running, excessive intervals
c. Flashing symbols for variances that need close attention
d. Audio alerts
e. Listing of key variances, optionally ordered by priority
7. Route Condition Monitoring should also feed other systems. Real Real-time
time passenger information, traveller alert
services, and journey planners can receive route condition information and include it in the advice provided to
passengers.
8. Solution should also be channelled to operations support staff, and to external entities.
2.6 Dynamic scheduling of trips / Routes

1. Solution should allow the schedule to be adjusted in real time or semi-real real time in response to prevailing
circumstances.
2. In case changes are needed, solution should adjusts the schedule in real time, so that within seconds a new
updated schedule is ready.
3. System should ensure that changes should range from adding more buses to service, to dispatching a
replacement bus to make up for delayed buses.
4. Solution should operate at various levels of complexity, such as:
a. Smoothing the schedule or headway pattern when a vehicle is missing
b. Recalculating ng the schedule or headway pattern when one or more additional vehicles are operated on
a route (e.g. in response to unusually high demand)
c. Recalculating the schedule and intermediate times when a route diversion takes place
d. Recalculating the schedule basebased
d on the actual overall or sectional running times
e. Creating an alternative schedule in case of serious disruption
5. Based on service requirements, together with demand prediction, Solution should calculate basic/tentative
schedule of buses to the different routes.
6. Solution should optimize schedule for resources optimizations and savings (vehicles and energy) in
‘regular/standard’ situation
7. Solution should constantly update control room about the event and changes
8. Before communicating the changes to the buses buses,, solution should optimize the updated schedule again, to
assure maximum cost effectiveness of the new schedule.
9. Solution should communicate the changes to the schedule to other systems, such as: dispatching, fleet
management, etc. – to assure all systems are updated with the trips information as they actually took place.
2.7 Bus Chartering

1. Solution should cater for the entire process – Quote > Booking > Allocation > Invoicing
2. Solution should maintain customer records and historic data
3. Ability to handle multiple costing options – Charter Group, Coach Rates, Charter types
4. Ability to do multi day bookings
5. Solution should maintain and handle destinations details / Node information recording
6. Solution should have Web based customer enquires
7. Ability to record and
nd report on Charter source
8. Ability to perform recurring and repeating Charter requirements
9. Ability to specify vehicle types and options associated with them
10. While creating the charter requirement user should have Vehicle availability view
11. Ability to access s charter calendar that accommodates advance searching and caters for the entire booking
process.
12. Ability to directly email correspondence to clients – Quotes, Confirmations etc.
13. Solution should have booked charters integrated into Despatch
14. Shall provide capability
apability to create multiple options for allocation that follow the same allocation rules and
methods
15. solution should have integrated charters into despatch along with workflow
16. Solution should have Gantt charter for a visual aid to your work day
17. Shall provide capability to easily configure shift sheets to allow charters to be slotted into existing route or shift
work where applicable
18. Solution should be able to provide driver instruction report.
19. Solution should support bus change overs and Breakdowns
20. Solution
ution should be able to perform Splitting / Breaking Trips
3 Depot and workshop operations

3.1 Fuel Management
1. Opening of fuel stock shall be captured in the system.
2. Fuel consumption shall be captured for each bus and notified by bus, bus type, depot, division, etc.
3. solution should have capability to integrate with fuel machine
4. Ability to interfaces with wide range of fuel bowser systems/external fuel suppliers
5. Ability to manually add a fuel sheet for each depot
6. Ability to add vehicle for fuel not from that depot
7. Ability to enter fuel quantity and current odometer
odometer- solution should populate km’s travelled from last odometer
reading
8. Automated end of day reconciliation of fuel topped in buses with fuel dispensed from CNG dispensers or
diesel consumed from HSD tanks att depot level as well as for entire fleet.
9. Ability to enter oil, coolant, other materials quantities
10. Solution should have the ability to monitor and perform:
a. Tank Inventory Level Information
b. Tank Leak Detection
3.2 Tyre Management

1. Solution should provide tyre tracking and tyre rethreading cycle with history of kilometre run.
2. Solution should be able to obtain precise information regarding the tyre operational conditions and how this
can affect the performance and costs
3. Solution should capture wear rates by tyre brand, size, type, vehicle and position
4. Solution should capture cost per hour, distance
5. Solution should capture details of rim tests and inspections, failure reasons, lost tread value
6. Solution should keep track on the flow of tyres, moving in/out of the rethreading
rethreading factory and Km usage on
vehicles
7. The whole history of the tyres should be linked with the vehicle ID and on which side it is being mounted onto
8. Solution should be able to monitor tyre pressure
3.3 Workshop Management

1. Ability to create the bus as a maintainable
aintainable asset in the system
2. Asset will have unit make, model, part number and location of asset for both movable and immovable.
3. Solution should support creation of components for the bus
4. solution should support identification of components by serial and should have serial tracking
5. Solution should have functionality for body repairs
6. Ability to have alerts for Fitness Certificate Renewal
7. ability to perform reconditioning of assemblies and engines
8. solution should be able to track the spares required for maintenance and integrated with inventory system
9. Solution should also have functionality to perform Repair and reconditioning of Plant, Machinery, Equipment,
etc.
10. Ability to dispose of Scrap Vehicles
11. The application shall support and capture Vehicle IN /Ou /Out with detail.
12. The application shall capture tyre rere-treading cycle with history of kilometre run.
13. Application shall provide list of checks that should be done before the fitness certificate.
14. Vehicle breakdown and accident details shall be captured in the application
15. Provision shall be available to capture vehicle maintenance on the application
16. Workshop specific scheduled maintenance alerts shall be sent to concerned staff or department.
17. The application shall provide query by fleet to view and update the fl fleet
eet status. The application shall have
features to capture daily progress of particular vehicle department wise to track progress by type of workshop
activity (accident, engine rebuild, fitness certificate, etc.)
1. Application shall have features to capture and report vehicle-wisewise insurance claims, road permit, etc.
2. Application shall capture scrap vehicles information along with history.
3. Solution should manage all vehicles and workshop equipment
4. Ability to capture all relevant Vehicle information

5. Solution should support and maintenance Schedule
6. Solution should have functionality for defect rectification
7. Solution should have functionality for running a maintenance Campaign, such change of certain component
on all vehicles
8. Ability to capture Permits and registration
tration information
9. Solution should creation of Fuel sheets and odometers
10. Solution should support rebuilds
11. Ability to amortization of consumable items against services performed
12. Solution should support maintenance of vehicles and Plant
13. Solution should be able to define and record the attributes for vehicle, components item within the fleet.
14. Solution should be able to define and record the Manufacturer and Model for vehicle, components item within
the fleet.
15. Solution should be able to define and record the Purchase and In Service dates for vehicle, components item
within the fleet.
16. Solution should be able to define and record the Components (e.g. Engine) for vehicle, components item
within the fleet.
17. Solution should be able to define and record the Permits ((i.e.i.e. Licences) for vehicle, components item within
the fleet.
18. Solution should be able to define and record the Last Service details for vehicle, components item within the
fleet.
19. Solution should be able to define and record the Service History for vehicle, components item within the fleet.
20. Solution should be able to define and record the Odometer History for vehicle, components item within the
fleet.
21. Solution should be able to define and record the Fuel compliance for vehicle, components item within the
fleet.
22. Solution should be able to define and record the Warranties for vehicle, components item within the fleet.
23. Solution should be able to define and record the Dimensions for vehicle, components item within the fleet.
24. Solution should be able to define and record the Weight for vehicle, components item within the fleet.
25. Solution should be able to define and record the Passenger capacity for vehicle.
26. Solution should be able to define and record the warranty/expected life period
27. Ability management of Scheduled Servicing
28. Ability to maintenance schedule based on hours, days, anniversary date, KMS travelled or a combination of
these
29. ability to perform major and minor service
30. Ability to Add labour to maintenance schedule
31. Ability to Add inventory items to maintenanc
maintenance schedule
32. Ability to Add a checklist of actions to maintenance schedule
33. Ability for workshop manager / team to view all defects at all depots
18. Ability for workshop manager / team to view all scheduled services at all depots
19. Ability for workshop manager / teameam to Book a job in at any depot
20. Ability for workshop manager / team to allocate / change a mechanic against a job
21. Ability for workshop manager / team to move jobs to another day
22. Ability for workshop manager / team to create a book back (i.e. tyre change in the morning, create a book
back to bring the vehicle back in for a wheel nut retention)
23. Ability to add/update labour on a Work Order
24. Ability to add/update inventory on a Work Order
25. Ability to post the Work Order (this process updates vehicle, inventory and other
26. records)
27. Ability to enter and track workshop labour costs
28. Ability to enter and track Spare parts costs
29. Ability to enter and track Consumables
30. Ability to enter and track Fuel
31. Ability to define multiple cost categories
32. Stabling Defect
33. Shall capture system-wisewise defects on bus observed by driver throughout day.
34. List of stabling defects is attached.

35. Shall be able to classify the defects in Mechanical, Electrical, Body, etc. as these defects are attended but
different category of staff.
36. Shall
all generate stabling defect report when bus is stabled at depot in night shift or any other time when the bus
is stabled at depot.
37. Shall capture the work done by stabling staff in selectable drop down list.
38. Shall be able to identify buses not stabled in depot and location of these buses
39. Shall be able to give location (row no.) of buses stabled in depot/terminus.
40. Shall be able to find out buses reported repeatedly for same defect.
41. Shall be able to find out buses reported repeatedly by same driver.
42. Shall be e able to capture buses stabled more than 15min. late after scheduled stabling time.
43. Shall be able capture details of late stabled /Not stabled MidMid-day
day stabling buses required for maintenance
44. Schedule attention /Docking of the bus
45. Shall be update DVR & daily Fuel consumption for each bus.
46. At present the schedule attention is based on run kilometres. The system should be able to consider
kilometres run as well as fuel consumption, age of bus, health of bus, repeated defects while identifying buses
for maintenance schedule
47. Shall be able to identify buses not attended for schedule in last thirty days / seven months in case of Docking.
48. Shall be capable of showing repeated and unattended defects from previous schedule of bus till date.
49. Shall be able to display of all jobs /units / oils replacement to be done on schedule
50. Shall be able to identify Schedule overdue buses.
51. Shall identify the OE and On test unit / material / oils
52. Shall be identify balance docking work.
53. Shall be able to identify buses reported for any defect within 3 days after schedule / 7 days after docking.
54. Shall be able capture if a unit change / oil change / any job as not completed for want of unit / material.
55. Shall consider following sources of defects while preparing the sick report for maintenance shift
56. Defects reported by bus drivers for parent depot / other depot buses
57. Defects reported by stabling staff
58. Defect reported by preventive maintenance staff
59. Defect reported by inspection staff/officers
60. Defect noticed during survey.
61. Defectt reported by outdoor staff viz. smoky exhaust LED defect, bus dirty etc.
62. Defect reported by passenger/media.
63. Defects reported by Line Mechanics / Terminus Fitters.
64. Defects suggested by workshop sections.
65. All defects on the bus shall be predefined
66. All typess of attention options for each defect on bus, units, and spares shall be pre
pre-defined.
defined.
67. All defects and attention options shall be presented to operator using drop down lists.
68. Shall able to form group of staff for attention. Work done entry shall be made forfor group of staff and supervisor.
69. Shall be able to calculate work efficiency of individual staff / group / supervisor.
70. Shall record inspection of buses and road testing by supervisory staff.
71. Shall take care of buses sent to and received from Workshop. And rrecord ecord attention details at Workshop,
Engine Zonal Centres
72. Shall record defect and attention of buses at bus terminus.
73. Shall record Body Mid Life Attention and Body Re Re-building by outside body builder
74. Maintain bus history
75. Shall be able to give unit-wise bus history of all units
76. Shall be able to give details of on-test
test units and OE units.
77. Shall be able to give fitted dated and kilometres covered of existing units.
78. Shall be able to give fitted date and kilometres of last fitted units.
79. Shall be able to calculate cost of material and labour cost for individual bus, lot and fuel-type-wise
fuel
80. Activities carried out in Night shift
81. Shall be able to record and generated buses due for sweeping / cleaning, in in-out
out washing and automatic
machine washing by traffic drivers..
82. Shall generate report of buses not washed in last seven days.
83. Shall generate staff allocation for cleaner activities and bus allocation for sweeping / cleaning and washing.
84. Shall able to record checking and topping of engine oil, coolant, Urea So Solution, etc.
85. Shall be able to record checking and attention of tyres found punctured.
86. Shall be able to record starting / charging of buses
87. Shall record inspection of buses by supervisory staff / Officers.
88. Shall record production of various units by store ffitter / store cleaner.
89. Shall record work done and production of units by instrument fitter.
90. Shall record work done and production of units by instrument fitter.
91. Shall record production seat cushions and backrest by up up-holster.
92. Shall record repairing of tubes
es and flaps.
93. Shall record repairing of Radiators
94. Shall record repairing of plant and machinery.
95. Statutory requirement
96. Track bus wise history of hydro testing of CUG cylinder. Generate alerts / reminders for hydro testing
97. Track bus wise history of PUC certification.
tification. Generate alerts / reminders for PUC certification
98. Other requirements
99. Staff Confidential Register.
100. Supervisor Communication.
101. Messages from Operation Control, Bus Control and Management.
102. Capture records of Accidents in depots, maintain history
103. Capture
apture records of tyre dismantling and assembly
104. Track disposal of scrap material
105. Bus Driving Authority, Brush Truck Authority, and STC authority for CNG fuelling.
106. Track Stamping of HSD / CNG dispensers.
107. Generate report on shift-wise
wise duty list of Staff as per staff allocation in Day, General, Evening, Night
and Fuelling Shift
108. Should track life of the component after and before repair
109. System shall capture direct and indirect cost of repair
110. Shall support in-house
house / sub
sub-contracted repair and should have ability ty to calculate the cost (direct and
indirect costs) of repairs for reconciliation in case of sub
sub-contracted repairs
111. System shall be able to calculate cost of maintenance / operations considering all direct and indirect
costs.
112. Statutory requirements & ce certificates
113. Provision to upload various statutory certificates along with validity such as explosive license , Factory
License, Trade & storage license, etc.
114. Provision to upload various certificates for Air compressor, Electric Hoist, Chain Pulley Block, etc. et
115. The following MIS reports form the tentative list. Additional reports may be added during design
discussions and pilot implementation.
a. Breakdown
b. Accident
c. Vehicle In/Out
d. Pending Maintenance
e. KMPL for each Fleet
f. Vehicle FC, Road permit history
g. Complete historytory of each vehicle maintenance by month and year
h. Loss of Km and non-engineering
engineering related reason (eg. tyre puncture, body defects, accidents, late- late
out/not-out)
i. Monthly operational bulletin and graphical reports
i. All depot-wise
wise zone
zone-wise statements / statistics:
1. Fleet with age
2. KMPL analysis
3. Breakdown analysis
4. Killage loss ABC analysis
5. Fuel and lubricant statistics
6. Tyre statistics
7. Budget and expenditure
3.4 Stores and Inventory

1. Inventory shall be maintained in a single software for different operators and transit systems. Asset
management system to maintain all the physical items belongs to this project.
2. Application shall have receipt of incoming goods/ GRN.
3. The application shall support barcode reader to read the item information, warranty, etc. and register into
application.
4. Barcode reader to read the goods while procuring and it shall register into the system for inventory.
5. Barcode reader to check the goods warranty, batch, year of manufacture, etc. by reading the bar code label
on the goods.
6. The application shallll have provision to track goods transferred to other depots.
7. Each item shall set with threshold level for stock. When the stock is going below threshold then system shall
send alerts to concerned person(s) or department.
8. The system shall have warranty information
ormation for each item.
9. There shall be a provision to note the physical stock location number on the application to identify the stock
easily.
10. All the items entered into system with date of manufacture, date of warranty expiry, batch, date of purchase,
etc.
11. Query screen to check warranty information of particular item shall be available.
12. Asset scrap detail shall be entered in the system
13. Ability to enter and track items in stock
14. Ability to enter and track an item as consumable
15. Ability to enter and track issuee equipment to staff
16. Ability to enter and track scan items to a Work Order
17. Ability to manage rebuild stock
18. Ability to create and run stocktakes
19. Ability to easily determine minimum quantity and reorder levels, and automatically generate purchase orders
for those items
20. Ability to transfer stock to/from other warehouses
21. Ability to set items to ‘Phase Out’ or ‘Obsolete’
22. Stock management shall be able to capture new and used items.
23. Ability to enter and track Warehouse info
24. Ability to enter and track Open PO’s/Receiving’s
PO’s/Re
25. Ability to track Item history
26. Ability to enter and track item as used on Vehicle
Vehicle- linked to service/repair history showing what vehicles have
been fitted with that part
27. Ability to enter and track Suppliers
28. Ability to enter and track Notes linked to items etc.
29. Ability to enter and track alternate items
30. Ability to enter and track Item serials
31. Ability to enter and track Amortization
Amortization- apportions costs across whole fleet for specified period
32. Ability to enter and track Stock transfer from one warehouse to another
33. Ability to adjust stock QTY’s or average prices
34. Ability to enter and track set opening QTY on hand by stock adjustment at the time of new item creation
35. Ability to run annual or cyclical Stocktakes
36. Ability to generates a stocktake list of all ite
items
37. Ability to randomly generate stocktake -according to variables (A,B,C)
38. Ability to enter and track stocktake item category wise
39. Ability to create stocktake with Start/end item – e.g. all items between codes 00001- 10000
40. Ability to enter and track stocktake based on Start/end location
location- one shelf at a time
41. Ability to apportion the total costs of a consumable item onto work orders over a period as specified by the
user
42. Ability to do non tracked item setup e.g. C C-ELE
43. Ability to enter and track service codes during item setup
44. Ability to enter and track a portion of the total cost for that item onto work orders that contain those service
codes
45. Ability to enter and track work order in completed and posted phases
46. Ability to create and receive orders for parts stock

47. Ability to direct parts to a vehicle
48. Ability to enter and track items for subcontract work
49. Ability to enter and track purchase orders for stock items
50. Ability to create purchase orders for ad
ad-hoc purchases (i.e. one off items)
51. Ability to enter and
nd track purchase orders for subcontractors
52. Ability to enter and track purchase order from a work order
53. Ability to enter and track posting receiving’s to update inventory, vehicle records
54. Ability to enter and track purchase order authorisation, can be enab
enabled
led to set users’ maximum $ value spend
per item on a purchase order
55. Ability to send an email If exceeds the PO limit to authorised user for approval
56. Ability to automatically generate purchase orders for stock items where the quantity on hand < than the rere
order level amount
57. Ability to track reorders generated from Service Template
58. The following MIS reports form the tentative list. Additional reports might be added during design/pilot stage.
a. Monthly Stock detail
b. Item wise Stock
c. Item name & code with Warrant
Warranty
d. Stores accounting value
e. Utilized stock
f. Inventory control
g. Maintenance of stock record
h. Stock transfer
i. Asset Detail
j. Asset Summary – depot wise, division wise
3.5 Asset management

Solution should be able to:
1. Define the Asset Type
2. Create Asset Categories (Class and Sub Class)
3. Define Category Sets/Asset Groups
4. Associate and confine the Category Sets to the Asset Group
5. Define the Organization Level Default Cost element
6. Define the Organization Level Default Cost Category
7. Define the Maintenance Activities & Schedules
Schedules as recommended by the Manufacturer of asset. This could be
based on criticality of assets or past history of assets - e.g. where certain maintenance schedules will be "run
to breakdown"
8. Define Asset Activity Association Templates
9. Define relationship between
ween Asset Groups, Asset Categories and Activities/ associate Activity Templates to
the Asset Groups
10. Attach Documents (that are generic to all the assets under that group) to the Asset Groups
11. Define Maintenance Organization wise Work Request approval wor workflows
12. Depending upon the priority workflow should be triggered.
13. Organization and department wise Approvers (Department Heads) for Work Request Approval. This could be
RSS/Discipline Engineers also.
14. Define Asset Numbering format that is unique across the Business Group
15. Define Asset Number Creation mode - Automatic & Manual. Facility to upload from an Excel sheet based on a
template.
16. Associate the Asset Tag number with the Maintainable Asset.
17. Define default
efault WIP Accounting Classes for each Maintenance Organization.
18. Define the default department for the Maintenance Organization. Parent child relationship to be established.
19. Define the Location/ Areas for the Asset Deployment and define the same. Parent child c relationship to be
established.
20. Define the Asset Owning Departments and departments responsible for their Maintenance Activities.
21. Enable Workflow for Work Orders. Work Order should have all tasks related to that work on one order.
22. Identify whether Work
ork Order Approval is required for the Maintenance Organization or not
23. "Ability to define the parameters / elements based on which the Work Order will be approved through different
levels / department Heads. The parameters / elements may include
a. Organization "
b. Work Order Type (Planned/ Breakdown/ Preventive/ Major and Minor etc.)
c. Work Order Priority
d. Asset Group
e. Asset Priority
f. Asset Criticality
g. Work Order Activity
h. Work Order Estimated Cost - Limits
i. Work Permits required or not
24. Define the Activity
ivity Types, Activity Causes, Activity Sources, Activity Priorities
25. Define Asset Sensitivity/ Risk Levels for each Maintainable Asset.
26. Define the Work Request Types/ at Business Group Level & entity level
27. Define the Work Request Priorities (Business Grou
Group Level)
28. Define the Work Order Types (Business Group Level)
29. Define the Work Order Priorities (Business Group Level)
30. Define the Asset Warranty Status Code (For example Under Warranty/ Warranty Expired)
31. Define the warranty expiration periods for the assets whose
whose maintenance is the responsibility of OEMs.
32. Define special attributes required for capturing the details Such as:
a. Technical Information
b. Additional Warranty Information
c. Dependent Assets
d. AMC Contractor and his validity Details
e. Insurance
f. Asset Loaned to Whom
g. any other attribute that may be required for maintaining Maintenance Asset Register
33. Define different Preventive Maintenance Sets as per the groups of scheduled maintenance activities (Daily/
Weekly/ Monthly etc.). System should be combine work orders. E.g. in case an asset is due for a weekly
schedule as well as a monthly schedule, the work order at the beginning of month should combine both the
tasks in a work order
34. Define Preventive Maintenance sets that can be used across the organizations whose visibility
visi is global.
35. Automatically schedule the Preventive Maintenance Schedule / Schedule Templates Schedule to generate
work orders
36. Automatically schedule the Preventive Maintenance Schedule / Schedule Templates Schedule to generate
work orders
37. Identify and set up Assets Running to Failure so that their work orders are manually generated instead of
automatic scheduling.
38. "Ability to define Scheduling based on the following rules:
a. Time Based PM Schedule Definition Fixed Day"
b. Time Based PM Schedule Definition F Fixed Interval
c. Meter Based PM Schedule Definition Fixed Meter
d. Meter Based PM Schedule Definition Fixed Interval
e. Single Activity PM Schedule Definition
f. Multiple Activity PM Schedule Definition
g. Time and Meter Based PM Schedule Definitions
h. Preventive Maintenance Schedule to Generate a Specific Dates for every Year
39. "Maintenance Cost Report Drilling down should be possible to see element wise cost break up. Develop a
Maintenance Cost Summary Dashboard Page By
a. Fiscal Year"
b. Fiscal Quarter
c. Fiscal Period
d. Asset Group
e. Maintenance Organization Name
40. "Maintenance Cost Report Drilling down should be possible to see element wise cost break up. Create a
Maintenance Cost Details Report By:
a. Asset Group"
41. Cost Analysis based on Organization's Analysis Code - for both Opex x and Capex to be made available for
periodic review of maintenance costs
a. Estimated Maintenance Cost
b. Estimated Maintenance Cost %
c. Actual Maintenance Cost
d. Actual Maintenance Cost %
e. Variance
f. Variance %
42. Report to identify those assets where a PM jobs was carried out recently as part of the PM Schedule and had
still had resulted in Break Down and hence the resulting BD cost
43. "Breakdown Cost & Preventive Cost Analysis Report. Maintenance Cost Report Drilling down should be
possible to see element wise cost br
break up. Additional grouping By:
44. Group"
a. Preventive Cost
b. Preventive Cost %
c. Breakdown Cost
d. Breakdown Cost %
4 Control operations
4.1 Command control centre (CCC)
1. Solution should be able to monitor the bus location and activity through the CCC.
2. CCC shall have large LCD display terminals where the buses can be monitored on digital maps.
3. The ETA and ETD information of the buses can also be monitored from the control centres.
4. Some of the key parameters than shall be tracked using the Vehicle tracking system are locatiolocations of the bus,
speed of the bus, path followed by the bus etc
5. Solution shall be used to manage inputs from the field devices, the schedule system, bus-stop
bus database and
radio system for general operational control, including vehicle dispatch and dynamic scheduling.
scheduling.
6. Information retrieved by the control centre from the on on-board
board AVLS devices shall be processed by PIS
application for distribution of real-time
time passenger information services.
7. The systems implemented as part of ITMS allow variety of technical and operations profiles to be deployed to
manage transit needs on real-timetime basis.
8. Some of the profile types are such as transit controllers, incident managers etc. including the technical staff
ensure business services are delivered as expected and in in-event off exceptions, the same are managed to
reduce any impact on operations and business.
9. Solution should monitor and maintain electronic & software systems
10. Process and organise data
11. Respond to incident
12. Prepare for operations
13. Monitor security activities
14. Maintain systems and information
15. Solution should assimilate and assess inputs from different sources such as CCTV, Video Analytics, and
sensors further to assist with actionable intelligence.
16. Solution should provide configurable rules with tailored alerts, dashboard visualizations, intelligent role based
work flow, response tools and situation collaboration.
17. Solution should assess the common operating picture, identify & dispatch mobile resources available nearby
the incident location. Augment resources fro from
m multiple agencies for coordinated response.
18. Provide configurable intelligent operator console based on the jurisdiction, critical area or sensors to monitor
as per situation demands for focused surveillance.
19. Supervisors should remotely access the system and monitor the alerts received, action taken status, response
etc.
4.2 Incident management

1. Solution shall be handled through the AVLS
2. Incident management system is envisaged to be implemented as part of ITMS which shall facilitate
communication of activities internally and externally as well.
3. Incidents should be clustered in three levels, which have differing levels of response:
a. Individual vehicle or location
b. Impacting only the public transport services
c. Impacting the urban area and utilities, of which public ttransport is one
4. Incidents should cover the following scenarios:
a. Breakdown of vehicle or collision, requiring technical assistance or replacement
b. Collision, illness or other non
non-criminal incident requiring medical support
c. Assault, aggressive or security incincident, requiring police/security response
d. Pre-advised
advised diversion or restriction due to road construction/repairs or other cause
e. Unplanned diversion or restriction
f. Weather-related
related events and restrictions
g. Events, requiring diversions and/or additional services
5. Specific ITS supports for incident management should include:
a. Alarm/alert initiated by the driver. This can override the normal communication protocols and get
priority alert to the dispatcher.
b. For known disruptions (e.g. planned road work, events events)) temporary route diversions, temporary
schedules and adjusted sectional running times can be pre-programmed
pre programmed into the CAD/AVLS system
and activated for the period of the works
c. For occasional disruptions (e.g. key street unavailable), alternative plans can be stored within the
CAD/AVLS system, and activated whenever a trigger event occurs (e.g. weather alert,
demonstration).
d. Data exchange among the transportation and security agencies
e. Traffic signal adjustment in the vicinity of the disruption areas
f. Malfunction
ction of the VTS devices
g. Loss of signal or network connectivity between VTS and the backend servers
6. The incident management process shall include:
a. Detection
b. Verification
c. Motorist Information
d. Response
e. Site Management
f. Traffic Management
g. Clearance
em would ideally execute following phases:
7. This system
a. Notification phase
b. Response phase
c. Recovery phase
d. Restoration phase
4.3 Reporting and Dashboards

1. Display information in an easy-to to understand format and use intuitive and interactive visualization to enable
management users within BEST to quickly navigate, understand, and investigate data elements to make
informed decisions.
2. Allow users to capture and export the current display through electronic reports and in different printer
printer-friendly
formats, including, at a minimum,m, MS
MS-Excel, PDF, and Web formats.
3. Have a default configuration and landing page for each user or user-group
user group that are editable.
4. Allow multiple visual elements to be laid out on the same display.
5. Have the ability to display dashboards and reports using different
diff visual elements
6. including charts, maps, calendars, gauges, images, tables, visual and textual lists, and alerts as follows:
a. All visual elements shall have editable titles, labels, legends, axes, icons, and colours, where
applicable.
b. Interactive visualization
alization component shall display the overall aggregate status of a BEST’s KPI with
proper colour coding (green, yellow, red, or as defined by BEST’s preferences).
c. It will allow the user to drill down and switch between different KPIs (e.g. KPI for average vehicle
utilization, average vehicle duration, etc.)
d. Display clickable contextual information related to the metrics being viewed and allows the user to
drilldown on contextual information as required.
e. Charts shall support at least the following chart
c types:
i. Bar Charts
ii. Histograms
iii. Line Charts
iv. Heat Maps e. Pie Charts f. Grids
v. Area Charts
vi. Timeline Charts
vii. Bubble Charts
viii. Radar Charts
ix. Scatter Plots
x. Doughnut Charts m. Pyramid Charts
7. Maps shall have GIS Maps extension to allow plotting different mark mark-ups and indications on a map view using
base and spatial map layers and allow the user to zoom and pan freely through the map, and be able to
present heat map visualizations on GIS map data.
8. Calendars shall allow the user to intuitively navigate through calend
calendarar fields, such as day, month, and year.
9. Calendars shall allow the user to intuitively navigate through calendar fields, such as day, month, and year.
10. Gauges shall have the look and feel of an analogue gauge (needle) with configurable level markings (green, (gre
yellow, red, or as defined BEST’s management preferences) that gives a visual display of the amount, level,
and measure of defined KPI.
11. Visual and textual lists shall allow the user to scroll through all of the available list items with smooth scrolling.
12. Allow the user to choose the proper visual element required to display the required KPI data and allow the
user to easily switch between alternative visual elements.
13. Have view-management
management tools, allowing the user to move, reorder, enlarge, shrink, open, and close visual
elements with intuitive interaction.
14. Allow the user to create a new visual element based on the available visual element ttypes ypes and customize an
existing visual element with an easy-to-use
easy graphical interface.
15. Allow the user to save any customization done on a visual element.
16. Automatically update the parameters and filters of the displayed data when the user drills down through throug visual
elements and update the other visual elements accordingly.
17. Also, enable selection of filters through the visual elements and propagate selection to all visual elements in
the dashboard.
18. Allow the user to filter and sort the presented data based on a number of attributes including the time period
or on multiple attributes simultaneously.
19. Allow the user to search through visual elements that display numerous data entries such as tables and lists.
20. Allow the user to save the current filter and selectio
selection parameters.
21. Understand different types of structured data including numbers, percentages, fractions, general text,
coordinates, and objects.
22. Run mathematical, statistical, and analytical operations on available data
23. Compute trends and projections from da data
ta based on available historical data and based on data from external
systems to enable informed decision
decision-making.
24. Sample reports to be generated
a. On-time
time performance of fleet overall or based on depot, chowki or bus bus-stop
stop level.
b. Scheduled KMs vs Actual KMs with ability to drill down for detailed break-up. up. Information shall be at
route level
c. Speed of bus between two points
d. Per stop, per bus revenue. StopStop-wise, route wise and bus-wise revenue
e. Overall cost of operating bus including direct and indirect costs such as tyre cost, spare costs etc.
f. Vehicle off road report with reasons
g. Any other reports on dashboard as requested by purchaser based on mutual agreement between
purchaser and supplier
5 Interfaces for existing BEST Systems

5.1 Electronic Ticketing System
1. System shall have interfaces to accept and gather data from ETM and ticketing system on real
real-time basis
5.2 Biometric attendance system

1. Ability to integrate crew kiosk with the biometric system
2. Should be Integrate with rostering and dispatch
3. Ability to provide report on attendance details & leave quota/balances (particular employee)
4. Ability of the system to update the regularized time/attendance of the employee
5. Ability of the system to calculate absence and loss time as per the predefined rules
5.3 GIS and maps

1. The main system interface shall be based on georeferenced maps
2. The system shall offer an embedded Geographical Information Service server, OGC compliant
3. Any map shall be OGC compliant (WMS/WFS)
4. GIS shall be based on locally hosted georeferenced maps
5. The systemm shall provide a tool to aggregate tiles coming from 3rd party maps, and configure them in the
system
6. GIS shall also be able to use online map service
7. GIS shall represent the present maps in the overall map system (thumbnail function)
8. GIS shall also handle
e static maps, based on jpeg or bmp
9. Navigation between geo-referenced
referenced and static maps shall be operated intuitively using navigation pane, or
user defined icons.
6 Web Portal based and Mobile applications

6.1 For Passenger
1. Should integrate with PIS system and pr provide
ovide front end for commuters to access the information shared by
PIS system such as ETA, Routes, schedules, availability of seats etc. For details please refer to PIS system
specifications
2. Should display available routes based on source and destination st stations
ations and time of journey
3. Should display names of bus stops on the desired route
4. Should display schedule of route. Show the scheduled time, ETA for next available buses on the same route.
Number of buses to be shown should be configurable parameter than can be changed during design based
on discussion with purchaser
5. Shall provide capability to show scheduled arrival / estimated time of arrival of 3 buses on the selected route.
Ability create custom alerts for next scheduled bus on desired routes for examp
example
a. Reminder before 15 minutes of estimated time of arrival
b. Reminder once the bus reaches a particular stop
c. Alert when there is diversion in traffic on the preferred route etc.
d. Alert when a new bus is started on the same route and same time
6. List of alerts and reminders shall be mutually finalized between purchaser and supplier during design phase.
7. Shall provide capability to store preferred route (bus on particular route at particular time). Create custom
reminders and alerts such as
a. Reminder before 15 minutes tes of estimated time of arrival
b. Reminder once the bus reaches a particular stop
c. Alert when there is diversion in traffic on the preferred route etc.
d. Alert when a new bus is started on the same route and same time
8. List of alerts and reminders shall be mut
mutually
ually finalized between purchaser and supplier during design phase.
9. Should show nearest bus stop to board on selected bus and show the directions to get there through beckon
based system.
10. Provide an Interface to purchaser’s mobile ticketing app to purchase purchase mobile ticket or pre-book
pre for an
upcoming journey. Business rules regarding advance booking shall be finalized during design phase.
11. Integrate with E-ticketing
ticketing applications through APIs provided by purchaser. Provide a single interface for
commuters to access e-ticketing
ticketing apps. Shall display number of passengers in upcoming bus (based on
number of tickets sold) at real time. Data should be refreshed real time as and when ticketing data is
refreshed through ticketing system.
12. Show the progress of next 3 upcomingcoming buses on the route at real time. Number of buses can be finalized
during design phase
13. Integrate with fare data and display the fare information for each route
14. Should provide an ability for customers to report issues, inaccuracies or any feedback regarding
re mobile based
PIS system
15. Shall provide capability to publish customer survey as and when desired by purchaser
16. Should be able to publish disruption alerts, deviations etc. as and when required by purchaser
17. Commuters should be able to report demand at at particular bus stop. This data shall be sent to central server at
real time so that control centre can take necessary action such as route rationalization, sending additional bus
in case of heavy demand etc.
18. Data generated through mobile Interface shallshall be stored at cloud based central server and shall be owned by
purchaser. Prior permission from purchaser shall be required before sharing any project related data with third
parties.
19. Purchaser shall have all advertisement rights. Should have ability to publish dynamic advertisement content
as per the requirement of purchaser
20. Supplier shall not publish any of his content on mobile Interface without prior permission from purchaser
21. Should have interoperable API driven architecture. Shall provide capability to interface with mobile apps of
other transit operators as well as any third party service providers.
22. Shall provide capability to report emergency stop during travel
23. Should have ability to create custom alerts during travel such as
a. Alert when a particular stop arrives
b. Alert when ETA at particular stop is 5 minutes.
c. Alert when ETA at particular stop is much higher than scheduled ETA due to heavy traffic ahead etc.
24. Shall provide capability to store trip history.
25. Shall provide capability to report lost items. Following details shall be captured as minimum
a. Lost item name
b. Category: Electronics / ornaments etc.
c. Estimated value
d. Description
26. Route and time of journey shall be auto
auto-populated based on journey history
27. Commuters shall be able to see name and employee ID as and when required
28. Shall provide capability to capture feedback about conductor, driver as well as travel experience. Shall have
capability to log commuter complaints.
29. Shall
hall provide capability to report maintenance request such as leakage in bus, window not opening etc.
through mobile Interface
6.2 For BEST leadership

1. Insightful dashboard showing key operational data such as
a. Number of buses on road
b. Average occupancy
c. Number off buses late on schedule
d. Number of buses broke down
e. Number of buses running below average occupancy level etc.
2. The exact content of the dashboard along with layout shall be finalized during design phase
3. Shall provide capability to track buses at real time on map and interact (call/ SMS/ publish message) with any
online staff such as conductor, driver or inspector etc. in case of any deviations.
4. Shall provide capability to broadcast messages for employees and commuters
5. Shall provide capability to view customer feedback, overall customer sentiments about the bus service.
Supplier shall do sentiment analysis of customer feedback across all trips at real time and show customer
sentiments at any given point inn time.
6. Prepare real time heat map based on demand reported by commuters or employees
7. Prepare real time heat map based on occupancy across all routes at given point of time
a. Green – Less than 10 occupants in bus
b. Yellow – Near seating capacity passengers in bus
c. Red – more than 1.2 times of seating capacity passengers in bus

d. Above specifications are just indicative. These specification shall be finalized in consultation with
purchaser during design phase
8. Should support allocating parking lot to vehicle throug
through Mobile APP.
9. Ability to display duty to staff based on roster
10. Mark faults/ defects in vehicle. This shall be integrated with workshop management module.
6.3 For Dispatchers (Starters)

1. Solution should show depot plan
2. Solution should have capability to send th the SMS messaging to crew
3. Ability to send SMS alerts if crew late for work
4. Ability to send SMS alert to crew if work has changed
5. System should flag and give Late crew popup alerts
6. Ability to sort vehicle / drivers / conductors as required
7. Solution should show w availability of vehicles in real time basis.
8. Solution should show display the current and future duties
9. Solution should notify vehicle changes due to accidents, breakdowns etc.
10. System should alert various stake holders including driver in case the document has expired and need to be
renewed
6.4 For Workshop

1. Solution should generate alert for maintenance according to maintenance schedule
2. Ability to have alerts for Fitness Certificate Renewal
3. Application shall provide list of checks that should be done be
before
fore the fitness certificate.
4. Solution should be able to track the spares required for maintenance and integrated with inventory system
5. The application shall support and capture Vehicle IN /Out with detail.
6. shall have features to capture daily progress of particular vehicle, department wise to track progress by type
of workshop activity
7. Ability to capture Permits and registration information
8. Ability to show real time inventory status and generate notification as inventory level goes below specified
limits
9. Ability to show near real-time
time sick position of buses in depot
6.5 For Conductors / Inspectors

1. Should have ability to report demand at various bus stops that are covered in their beats.
2. Should have ability to check ETA for next buses (in case of inspector - for all routes at any bus stops) for
particular route at all bus stops. Shall provide capability to communicate with control centre in case of heavy
demand or no demand for dynamic route rationalization.
3. Should have ability to report accident/ break-down
break of online bus
4. Should have ability to report maintenance requests for online bus
5. Should have ability to report abandoned objects / found objects on bus. Should capture following details
a. Lost item name
b. Category: Electronics / Jewellery etc.
c. Estimated value
d. Description
6. Shall provide capability to take photo of object and upload to central server.
7. Shall provide capability to report number of passengers seating in bus. Conductors/ drivers and inspectors
can occasionally report this each day. This can be used ffor auto-reconciliation
reconciliation with ticketing database at real
time.
8. This would help to identify count of commuters not issued tickets
9. Shall provide capability to publish real time messages for employees from senior management, control centre.
For example
a. Message from control signal about heavy traffic ahead
b. Message from control signal for skipping stop, deviation form route
c. Message from senior management for over speeding, escalations etc.
7 Portal
1. BEST’s transit web portal shall extend capabilities to passengers tto o download route information, route
schedule and real-time
time ETA from the web portal.
2. This information must be accessible using WAP enabled mobile phones also.
3. The portal shall have facilities for pass application, card top-up
top up using credit/debit cards. Etc
Etc.
4. The portal shall act as a single source of information with regards to transportation system in city and hence
shall have all possible interfaces like logging complaints, viewing transport information, real real-time updates,
organizational structure, citizen blogs etc.
The portal shall have sections which shall provide information related to travel advisories, camera still feeds and
PIS locations mapped on GIS map with real-time
real data
8 On-bus
bus component operations
8.1 Vehicle Tracking System
1. The vehicle tracking system
stem (VTS) should determine the precise location of each bus through GIS based GPS
System and transmit the same to the command Control centre at defined intervals of time. The location will be
displayed on GIS based route maps at command control centre con continuously.
2. The VTS should provide tracking and reporting of the locations of VTS enabled buses with a positional
accuracy of 10 feet or less, regardless of whether the vehicles are moving, on route, off-route, off have no
assigned route; or whether or not the vehicles are logged into the System.
3. All vehicle movement on GPS maps and displays shall be based upon actual vehicle location reports and
shall not be simulated.
4. The VTS shall be able to compare the actual location of the bus, at any given time, with its scheduled location.
5. The VTS at the control rooms shall be able to calculate the time for the bus to reach all subsequent stops
along the route, factoring in the ccurrent
urrent bus and any deviations from the schedule and reported traffic
congestion en-route.
6. In the event of loss of GPS derived vehicle position information, vehicle location shall be determined with
dead reckoning techniques utilizing the existing vehicle odometer or other means and technologies which
provide position accuracy equivalent to GPS tracking. The event should be generated when dead reckoning is
utilized.
7. VTS should provide inputs/feeds to Passenger Information System (PIS) with the real-time real data to be
displayed at various display units and announcement systems.
8. The VTS should provide provision for the GIS based route maps which would be required for real real-time vehicle
tracking.
9. The bidderr should provide the GIS based road maps for VTS from available sources with proper licenses, etc.
as may be required.
10. The map shall be capable of supporting a variety of map attributes that shall include, but not be limited to, all
streets, highways, prominent
minent geographical features, routes, bus stops, time points, and transfer points.
11. The provision for selective updates of the base map and to any selected overlays shall be possible without
reimporting the entire map and all overlays and without loss of p prior map.
12. The Map resolution shall be at least 1:10,000 for major cities and 1:25,000 for other places.
13. The bidder would be required to create GPS based route maps for BEST on the procured road maps through
route survey. These route base maps should cont contain
ain all trafficable routes along with sufficient Points of
Identification for easy identification of the exact location of buses.
14. The VTS should be capable of defining an unlimited number of bus stops, routes and nodes.
15. The VTS should accurately align ve vehicle
hicle locations with the streets and routes on which the vehicles are
operating. There shall be no visible offsetting of vehicle positions from the displayed streets and routes.
16. The VTS shall also have the ability to import stop data from an external syst system.
17. The data such as longitude, latitude, and physical location en en-route
route with date and time stamps, bus number,
route number, and Driver ID, speed etc. needs to be captured and transmitted to command centre at prepre
determined and configurable intervals (10 seconds) over GPRS network. The data shall be archived after
defined frequency.
18. The VTS device should send alerts in case there is an attempt to tamper with the device.
19. Vehicles reporting an Emergency Alarm shall always be visible on the geographical ma map display regardless of
the user’s current filtering criteria and data partition assignments.
20. Vehicle tracking device shall not only operate outdoors but also be able transmit signals in an environment
which may not have a clear view of the sky.
21. The VTS device should have an SOS button which should send an SMS to the command control centres in
case of an emergency.
22. The VTS should have the functionality of registering a bus on unscheduled route or change the route of
scheduled bus from backend on real tim time basis.
23. The VTS should have the Provision to create new routes.
24. The VTS should send the alerts in case of deviations from the authorized route and recorded in all cases for
reporting and review. .
25. The VTS should send the alerts on all other pre-configured
pre parameters such as non-stoppage
stoppage at designated
points, unauthorized stoppages, vehicles stopping for long duration, not meeting the ETA and ETD schedules
etc., and logged into journey details of the bus for each trip.
26. The VTS should have the provision for drill down to the exact location of the event by clicking on the alert and
see the position of event drawn over the map along with driver, vehicle and standard description of event
details related to the business rule.
27. The VTS should have the provision for for generating the alerts in case of deviations from the authorized route
and recorded in all cases for reporting and review.
28. The VTS Device settings should be updated including software/firmware updates through transmission via the
secured communication network etwork set up by the service provider. For reasons of security, device settings
should not be modifiable by field staff of the service provider/others. .
29. The VTS device settings modifications including software/firmware updates as well as business rules su such as
fare settings, discounts etc. shall be done with prior authorization by BEST. A digital log of all changes of
settings on each and every device shall be maintained and delivered to BEST.
30. The bidder shall be responsible for replacing the faulty equipment equipment with a tested unit from the spares
maintained by service provider. .
31. The bidder will carry out the Repair and testing of equipment at the Service provider’s maintenance centre
and not at site.
32. Application shall be able to track route
route-wise bunching of vehicles.
33. Bus bunching alert shall be raised in case multiple buses that are moving on the same route in the same
direction are within a user specified distance. Purchaser shall be able to change threshold t value of this
distance at real time for each route as per the operational requirement.
34. In case some feeder routes bunching is unavoidable. Similarly in case of Ganeshotsav, there can be bunching
of buses to cater to heavy demand. To take care of such scenarios, System shall allow enabling / disabling of
the bunching alerts on specified routes based on operational requirements.
35. System should raise an notification in the control centre in case a vehicle is “untracked”
36. System should integrate with planning
lanning and scheduling application and provide operational time table data.
37. System should obtain crew and vehicle allocations through schedule and planning system
38. Should support dynamic routing of buses. Changes should be disseminated to the affected veh vehicles
39. The system should be able to generate/download various reports:
a. Position of the particular vehicle at any given point of time mapped to the land mark location, area,
bus stop, etc.
b. Tracking the complete route taken by a particular vehicle on timescal
timescale
c. Route specific distance travelled by specific BEST bus on a given date & time
d. Time taken to complete a trip by specific bus, route based, at time slots in a day
e. Deviations taken by a specific bus during the duty / trip related to routes, stoppages at bus stops, over
speeding, distance travelled between stops with in specific time, etc.
f. The VTS should display the contact details of the bus driver / conductor so that the command control
centre staff can communicate with them directly.
8.2 Passenger Information System

1. The Passenger Information System (PIS) should use GPS information, historic traffic patterns and vehicle
schedules to determine a best estimate for all bus arrival and / or departure times.
2. The PIS should be able to accurately identify vehicle locations for in in-service vehicles.
3. The PIS should be able to generate live maps for selected Operator routes that display accurate vehicle
information, including route names, street and landmark names, vehicle location and estimated arrival time at
bus stops.
4. The PIS should be updated whenever new routes or schedules are created using the fixed-routefixed management
tool; the management tool must be directly accessible by command control centre for schedule changes.
5. The PIS should allow a person using a personal computer, or web-based web based personal mobile device to visit a
publicly accessible Web address to select a route, direction and stop, and in response receive the estimated
arrival time.
6. The System shall provide the ability to display route, stops and real-time
real time location of a vehicle on a route on a
web-based/app map display.
based/app interface should allow users to select the routes and stops of their choice for which they
7. The Web-based/app
want to see real-time vehicle
ehicle information.
8. The Web-based/app
based/app interface should provide the ability to zoom in / out and pan the map.
9. The map display should be automatically formatted to fit the screen size of the customer device.
10. Clicking on a vehicle icon must show the current status of the vehicle (early / late / on
on-time).
time).
11. The PIS display systems at bus stations should display real real-time
time information of the route and estimated time
of arrival / departure using communication system installed within the station
12. The system should have capabilities to clearly indicate the direction and route no of the bus on the display to
assist passengers.
13. The system should have provisions for showing the advertisement on the PIS display installed a at bus station.
14. The PIS should have provision to show bus number, route and key stops on the route on outfacing side, front
and rear display of the bus.
15. The PIS should manage the next stop announcements in in in-bus
bus passenger facing display along with audio
from speakers based on GPS location.
16. The PIS should have provision to change the message on outfacing displays whenever required directly from
command control Centre.
17. The PIS should have provision to show advertisement on in in-bus
bus passenger facing display a along with audio
from speakers installed in bus.
18. The PIS should have capability to monitor all contents running using the solution deployed at Central location
& Monitoring of all bus stations connected.
19. The contents published should be retained for 3 months.
mon
20. The bidder is required to provide a Console for reporting Media Player status at each bus station.
21. The option of scheduling all the zones in the screen independently should be present. The zones should
support all standard media formats.
22. The system should
hould store the logs for viewing the Status of the players (Start Up time, Shutdown Time and
Server Connect Time).
23. The system should have the provision for managing the software updated and patched remotely.
24. The media player should be programmed to play un unattended
attended on 24 x 7 basis. If there is no internet/ data
connectivity on the player then the player should play the last updated content.
25. The system should have Log Viewer Module in the Manager Application to give instant reports for Active
Playlists on eachh player, Content upload and download time, player start up and shutdown times.
26. The system should have provision for sending send Emergency messages to the players. Emergency
Messages should override the current content on the Screen and Display FULL Screen. Screen. Also option to set the
Start and End time for Emergency Messages and the frequency interval so that the player will alternate
between the Emergency Messages and current content.
8.3 Pre-installed
installed components on bus such as Wi-Fi,
Wi CCTV, etc
1. The pre-installed components should be reused to the extent possible and should be integrated wherever
applicable while developing the intelligent transport management system.
ANNEXURE B: Technical Requirement Specifications

Important: All bus components shall be ARAI certified.
1 Vehicle tracking system (VTS):

1. Device shall be capable of transmitting data to command control centre via Wide Area (Mobile)
Communications network (GSM/GPRS).
2. Technical specification for GPS module
a. Rating:22 tracking/66 acquisition minimum
b. Tracking sensitivity :-165
165 dBm typ
c. Navigation sensitivity ; -148
148 dBm typ
d. Update rate I Hz (configurable to 10 Hz)
e. Time to first fix cold acquisition 35 seconds typ
f. Hot acquisition 1 second typ.
g. Navigation accuracy 3M horizontal
3. Device shall
hall be capable of transmitting Position, Velocity and Time (PVT data) along with heading
(direction of travel) to the command control centre at configurable frequency as per Communication
Protocol. The fixed frequency shall be user configurable, minimum ffrequency
requency shall be configurable (E.g.
5 sec) during vehicle operation and not less than 10 minutes in sleep/IGN OFF).
4. Vibration – The VTS device should meet the following specifications considering the vibration factor:
• Frequency: 5 – 40 Hz
• Acceleration: 3g condition
• Test duration : 100 hours
5. Device shall be capable of transmitting alerts to the command control centre directly.
6. Device shall support over the air software and configuration update.
7. Device shall support basic standard configuration (Mobile communications
communications network settings, command
control centre Server details, data frequencies, alert thresholds etc.).
8. Device shall support store and forward mechanism for all type of data (periodic data and alerts) meant
for backend transmission. The system shall store data in internal memory during communication network
un-availability
availability and transmit the data when the connection resumes in last in first out (LIFO) manner. The
live data shall be given higher priority for transmission than back log (stored data) at any
an point in time.
9. The Device shall have a unique identifier for identifying the VLT device and data. The unique ID shall be
stored in a read only memory area so that it cannot be altered or overwritten by any person.
10. Device shall store/write the registrati
registration number of the vehicle in the internal non-volatile
volatile memory.
11. Device shall have an Embedded SIM.
12. Device shall be designed to operate between 8VDC and 32VDC using vehicle battery input voltage
range 12 /24Volts.
13. Device shall have a sleep mode current ≤ 20 mA
A (If the function is implemented in a dedicated
system/device).
14. The Device shall support:
• Location on GPRS/SMS
• Non-volatile
volatile memory to store min 40,000 positional log
• Configurable backup SMS facility in case of GPRS failure
• Capability to send serving and adjacent cell ID as well as network measurement report (NMR)
15. The Device GPRS module shall
• Support Embedded SIM to cater to the automotive operational requirement such as vibration,
temperature and humidity and provide long life span with at least 10 years life and more than 1
million read/write cycles
• GPRS module & SIM shall support
• SMS, Data (GPRS, TCP/IP) and
• Support multiple network OTA switching (on-demand/automatic)
(on demand/automatic) capabilities.
16. Device shall be dust, temperature, vibration, water splash resistant, IP 66 rated or better, tamper proof.
17. Device shall support A-GPS
GPS (Assisted GPS) / GNSS / or other equivalent standards.
18. Device shall have provision of secured data transmission to the command control centre from the
devices through secured channel (e.g. secur
secured dedicated APN).
19. Device shall have 3 axis accelerometer and 3 axis gyroscope for getting the alerts on harsh breaking
harsh acceleration, and rash turning.
20. The VTS device should have DVR embedded.
21. Device shall be capable of transmitting data to minimum 2 different IP addresses (1 IP address for
regulatory purpose (PVT data) and 1 IP address for Emergency response system other than the IP’s
required for Operational purpose.
22. On pressing of Emergency button, the system should send emergency Alert to the configured IP
address(s). In the absence of GPRS network, the emergency alert shall be sent as SMS message along
with vehicle location data to configured control centre number(s)
2 Passenger Information system (PIS):

Passenger Information system will cover tthe following display units
• LED Displays at Bus stops
• LED / LCD Displays at Bus depots / chowkies / stations
• LED Displays inside bus
The general requirements:
1. Display units (LCD/LED) installed at all the bus stops/ chowki / bus stations will receive and display
transmitted contents from the data centre server /central system.
2. The display units shall be designed to operate between 8VDC and 32VDC using vehicle battery input
voltage range 12 /24Volts.
3. The display units should meet Vibration standard AIS 012/
012/AIS:062 -10g or better:
• Frequency- 5~50Hz and return to 5Hz at a linear sweep period of 1 minute/complete sweep
cycle and 10g at maximum frequency
• Excursion -1.6
1.6 mm peak to peak over the specified frequency range
• Test duration 60 minutes
• Direction of vibration –X,
X, Y, Z axis of device as it is mounted on the vehicle
4. Display units shall be mounted on a rugged enclosure to withstand harsh environmental Conditions with
reasonable physical security
5. Display will be located at a convenient height to have a clear view of the message of next arrival bus.
6. Fitment provision will have to be provided in the Bus stations. The power supply shall be made available
by BEST.
7. One Integrated tamper proof casing for complete PIS Unit addressing physical security consideratio
considerations.
8. Provide any hardware like PC, networking, etc. required to run the PIS and advertisements on LED
Display Units.
9. Ensure smooth transition from main power supply to UPS in case of power outage
10. Aesthetic requirements such as fonts, colours, rows per page,
page, display time to be remotely configurable
and displayed based on business requirement.
11. Display systems needs to support full colour display for streaming advertisements, Digital display of text,
images and video on LED screens.
12. Displayed messages must be readable in high bright, day light.
13. The frequency and period of information display on PIS display shall be configurable from central
location for advertisements and other transit information.
14. Viewing distance:
• Front, side and rear signs 50 meters minimum,
minimum, for single line text, in day and night.
• Inner 15 meters minimum, for single line text in day and night
15. Display Characteristics:
• Fixed, scrolling and flashing mode (with fixed route number, upto 6 characters, on front, side and
rear signs).
• Capability to show customized graphics.
• Two lines English /one line local language.
• Total display height should accommodate two lines in English language and the Individual
heights of each line should be adjustable to enable one line to be larger/smaller than the second
secon
line.
• It should be possible to display, concurrently, different messages on each of the signs (front,
rear, side and inner).
16. Additional requirements:
• The system should have a programming capability as under
• Minimum 75 routes UP and DOWN (150 numbers of destinations)destinations) on front, side and rear signs.
• GPS triggered next stop display on Inner sign with synchronized voice announcement for minimum 75
stops on each route.
• The inner sign should be able to display and announce upto two languages, one after the other in
sequence. For example make display and announcement in English, then in Marathi, for benefit of the
passengers. Display and announcements should be possible "before arrival" of the bus at the bus
stop, "on arrival" of the bus at bus stop and "after dep
departure"
arture" of the bus from the bus stop.
• In event of GPS failure the above functionality should be possible through manual intervention.
• Inner sign should be able to display text and customized graphics and announce upto pre-recorded pre
messages.
• Display customized zed graphics plus synchronized voice announcement – location based
• Display 'clock'-GPS based.
• It should be possible to change/choose/select a 'route' remotely over the air from back office and
provide current route information to back office
• It should be possible
ossible to transmit adhoc messages (English) from back office to internal sign.
• Back office should be able to check, via SCU, the version of firmware loaded on the signs.
LCD Specification
I. Type of Display: Professional grade anti dust panel, fanless architecture, Anti reflection Screen,
Rugged construction.
II. Size - 55” inches diagonal or higher
III. Resolution - Full HD
IV. Brightness - 450cd/m2 or above
V. Dynamic Contrast - 36000: 1
VI. Minimum and maximum viewing distance and angle of viewing (where the display screen looks
DOT-FREE) - Viewing Distance: 3-30
3 meters, Minimum150°V–60°H
VII. Size of the display characters - Minimum 4" (English/Marathi)
VIII. Display Colour - Multi-colour
colour
IX. Update of Display - Real time
X. Environmental Specifications - Temperature: 0 to +55 deg C, Thermal cycling: 5 Deg C/mt,
Vibration: 2 g, Sealing: IP 66, Humidity: 90% RH
XI. Minimum life of display system - 100000 Hours
XII. Power Supply - 90V to 250VAC;50VA
XIII. Display Format - Multimedia content, Text in Marathi and English. Presentation in tables, fixed
text and scrolling text.
XIV. Ports - VGA Input x 1, VGA Output X 1, COMP Video Input x 1, Composite Video Output x 1,
Component Input x 1, HDMI X 1, Built in USB x 1, RS 232 Input x1, RS 232 Output x 1 RJ 45
Port (Service & Control) x 1
LED Specifications:
I. LED and display quality front, side and rear signs:
Amber colored LED, dominant wave length 591~595nm (color matched and bin graded).
UV resistant, diffused lens 4 mm (minimum) or ‘SMT PLCC2 standard package’
Wide viewing angle 120
120⁰ horizontal & 60⁰ Vertical
Ensure enhanced readability with full clarity on scrolls and long life usage by incorporating
non multiplexed system (constant current drive circuit) with typical LED Intensity 400~700
mCd at If =20 mA, alternatively multiplexed design (maximum 4:1) withwith typical LED intensity
950~1150 mCd at 20 ma.
II. LED and display quality inner sign:
• LED amber dot matrix viewing angle 45
45⁰ all around, intensity minimum 40 mCd, dominant
wave length 590 ~595 nm
III. Structure:
• Front, side and rear signs : light weight structure
structure with toughened glass fixed with UV resistant
adhesive in front
• Inner sign: light weight structure with poly glass /acrylic/toughened glass.
• Electronic devices used to be 'automotive grade' rated for temperature -25⁰C to +85⁰C. with
conformal coated PCB boards
• Power to signs shall be supplied through bus multiplex wiring system.

Additional requirements for PIS displays within Bus
o Signs should have ability to retain the last message displayed in the memory of the sign even in the
event of power failure and without the message being reloaded from SCU. Test will be performed by
disconnecting the SCU from the sign and power to the sign will be switched ‘off’ and ‘on’ to see if the
Last message is retained and displayed.
o
3 Video wall solution

PC based software e decoding shall be provided to connect multiple monitors to the system in the main
control room. Both Client Workstation and Web Client shall be able to connect and control the displays. It
shall have following features:
1. It shall support flexible layout configuration.
onfiguration.
2. It shall support One Click switching to full screen mode
3. The Video Wall Display System shall support simultaneous decoding of multiple video streams.
4. It shall support TCP/IP, Http/Https transport.
5. The Video Wall Display System shall support at
a least MPEG-2, MPEG-4,
4, H.264 decoding formats.
6. The Video Wall Display System shall support up to 8 physical Monitor Outputs for displaying.
7. The minimum video decoding performance shall be:
I. Full HD (1920x1080 @ 6.5Mbps)
II. 720p (1280x720@3.7Mbps)
III. 4CIF(704x576@2.5Mbps)
6@2.5Mbps)
8. The Video Wall Display System shall be possible to freely split between decoded channels between
monitor outputs in a single or multiple views.
9. The Video Wall Display System shall support adjustable layout as per user configuration.
10. The Video Wall all Display System shall have the ability to connect alarms efficiently to the displays by
having floating alarm displays. (Alarms shall be automatically connected to the first free alarm monitors
and if all the alarm monitors are taken the system will guide
guide new alarm on the first alarm monitor. In
practice currently displaying the oldest alarm).
11. The operating system shall be Windows 7 embedded or later
12. The network interface shall be Gigabit Ethernet – 1 x 1000Base-Tx
ANNEXURE C: Data Summary and volumetric information

The data summary and volumetric information provided within this document is indicative in nature and is fungible for various categories. The bidder shall
provision for required infrastructure, components, data storage and handling capacity keeping in view the proposed solution.
Page 0
Volume 2 of 3 - RFP for selection of Bidder for implementation of ITMS for BEST Undertaking
Depot-wise type of fleet count

Double
Midi Single Decker
Decker
Non-Ac Ac
Cng Diesel Dies
Depot Diesel Cng Cng
Satellite el Diesel Cng
Depot Parking JCBL JCBL JCBL JCBL
Parking AL AL AL AL AL AL AL AL AL AL AL TA TA AL AL AL AL TA VOL AL Total Total
Capacity
Vkg
Vkg Vkg Vkg Vkg Vkg TATA Pan Cer
Vkg 154 Vkg Vkg Vkg Vkg T/ T/ 12 Vkg Cerit Volv Cerit Cerit
Lynx 154 F. F SH SH 222 SLF 218 Env JNNU
154 JNNU SH + ++ MU LF ULF mtrs SH a o a a
CR. 222 CR. WB JM WB Cng RM
RM
ANIK 150 - - - 17 - - - - - - - - - - - - 2 - 128 - - - - - - 0 147
BACKBAY 149 0 3 11 - - 13 - - - - 65 1 - 35 - - - - 1 - - - - - - 114 15
BANDRA 126 0 3 - 21 - - - - 3 1 72 - - 35 - - - - 1 - - - - - - 111 25
CENTRAL 130 0 23 - - - - - - - - 1 - - - - - 10 - 82 - - - - - - 1 115
COLABA 90 15 - - - - 10 - - - - 55 - - 35 - - - - 2 - - - - - - 100 2
DEONAR 215 0 - - 19 - - - - - - 1 - - - - - - - 99 1 - - - 10 - 1 129
DHARAVI 163 0 5 - 15 - 34 - - 22 11 47 - - - - - - - 1 - - - 2 6 12 114 41
DINDOSHI 141 29 28 3 - - - - - - - 1 - - - - 72 - - 77 - - - - 7 - 1 187
GHATKOPER 135 20 4 - 21 - - - - - - 64 - - - - 6 - 78 - - - - - 3 - 64 112
GORAI 160 0 15 - - - - - - - - - - - - - 128 - 7 1 - - - - 32 - 0 183
GOREGAON 154 0 - - 9 - - - - - - - - - - - 15 - 117 1 - - - - - - 0 142
KALAKILLA 125 0 - - 12 - - 3 - 19 - 65 - - - - - - - 1 - - - - - - 87 13
KURLA 140 - 1 2 26 - 23 - - 26 - 73 - - - - - - - 2 - - - - - - 122 31
MAGATHANE 168 0 - 14 - - - - - - - - - - - - 11 - - 100 - - - 15 29 - 0 169
MAJAS 146 11 - 5 6 1 28 - - - - - - - - - - - 77 1 2 - 2 7 25 - 28 126
MALAD 115 0 19 - - - - - - 29 - 25 - - - - - - - - - - - - - - 54 19
MALWANI 135 0 - - - - - - - 13 48 38 - - - - - - - - - - - - - - 99 0
MAROL 134 0 - - 3 - - - - 92 9 - - - 40 - - - 1 1 - - - - - - 141 5
MULUND 150 0 - - 16 - - - - - - 1 - - - - - - 103 1 - - - 13 52 - 1 185
OSHIWARA 153 0 2 - 17 - - - - - - 1 - - - - 1 - 108 1 1 6 - 4 5 - 7 139
POISAR 101 0 - - 13 - - - - - - 1 - - - - - 28 56 1 - - - - 10 - 1 108
PRATIKSHA NAGAR 246 - - - 18 - - - - - - 1 - - - - - - - 142 - - - - - - 1 160
SANTACRUZ 175 - - - 20 - - - - - - - - - - - - 102 - 1 - - - 2 6 - 0 131

SHIVAJI NAGAR 170 0 - - - - - - - 35 29 74 - - 5 - - - - 1 - - - - - - 143 1
VIKHROLI 87 20 2 13 - 62 - - - 20 - 24 - - - - - - - 1 - - - - - - 44 78
WADALA 150 0 3 - 17 - - - - - - - - - - - 48 - - 79 - - - 3 15 - 0 165
WORLI 133 0 17 - - - 12 2 - 1 16 35 - - 35 - - - - 1 - - - - - - 101 18
Total 3941 95 125 48 250 63 120 5 0 260 114 644 1 0 185 0 281 142 547 726 4 6 2 46 200 12 1335 2446
Manpower details
21 employees are currently involved in planning and scheduling functions. This excludes senior leadership at
each depot and at Head Office. Break-up of staff at various depots is given below:
Depot Bus Bus Conductors Drivers Ticket starters
Stations Chowkies Inspector
Backbay 2 10 370 338 22 36
Colaba 1 8 289 271 22 28
Central 2 9 373 361 28 33
Worli 1 6 378 350 32 24
Wadala 1 3 467 449 24 25
Bandra 3 5 388 381 22 32
Anik 2 3 469 463 24 28
Pratiksha 1 4 468 475 21 23
Dharavi 2 2 474 404 22 22
Kala Killa 3 1 341 325 20 14
Santacruz 4 2 400 395 13 27
Deonar 5 3 416 411 30 34
Vikhroli 1 7 358 365 31 25
Ghatkopar 2 2 538 527 23 28
Mulund 3 7 454 461 28 34
Shivaji Ngr 2 1 419 417 24 21
Kurla 3 5 514 460 33 32
Marol 2 3 489 475 29 32
Majas 1 4 471 421 20 32
Dindoshi 5 2 571 569 28 40
Magthane 2 7 467 463 29 36
Goregaon 2 1 426 437 16 16
Oshiwara 3 2 385 402 19 30
Malvani 1 3 300 291 14 19
Malad 0 3 226 228 15 15
Poisar 0 3 320 321 15 16
Gorai 3 2 493 502 17 26
Total 57 108 11264 10962 621 728
Current passenger information

Please note the count of passenger is expected to grow in coming years.
Month Year
2012 2013 2014 2015 2016
January 12,94,83,157 12,48,18,868 11,38,35,257 10,85,50,091 9,15,18,014
February 11,86,35,903 11,12,75,954 10,17,72,194 9,26,69,617 8,72,71,005
March 12,37,83,582 11,77,26,904 10,61,37,598 9,58,32,905 8,60,51,725
April 11,81,04,712 10,91,30,155 9,36,48,996 8,73,03,948 8,40,60,104
May 10,73,78,665 9,88,02,074 9,26,95,369 7,80,85,331 7,91,23,777
June 11,20,08,154 10,38,35,283 9,98,29,288 8,58,80,917 8,48,35,499
Page 0
Month Year
July 12,05,25,838 11,55,69,273 10,66,85,017 9,45,40,101 8,98,21,332
August 12,13,00,142 11,81,16,375 10,85,50,081 9,51,64,643 9,45,51,042
September 11,55,20,934 11,00,03,592 10,79,46,977 8,96,44,748 8,64,89,373
October 12,35,26,851 11,44,10,006 10,21,19,485 9,09,94,738 8,83,17,253
November 11,36,69,275 10,31,80,536 10,40,78,173 8,28,56,518 8,36,46,784
December 12,37,08,763 11,19,92,811 10,89,72,222 9,17,71,856 8,98,56,003
Total 1,42,76,45,976 1,33,88,61,831 1,24,62,70,657 1,09,32,95,413 1,04,55,41,911
ANNEXURE D: List of BEST locations

List of BEST offices for transport
(This includes workshops and other operational areas)
1. Head Office
2. Central Workshop
3. Depot Offices
4. Bus Chowkis
5. Bus Stations
List of bus depots

1. Backbay
2. Colaba
3. Mumbai Central
4. Worli
5. Wadala
6. Dharavi
7. Kalakilla
8. Bandra
9. Santacruz
10. Oshiwara
11. Goregoan
12. Malvani
13. Malad
14. Poisar
15. Gorai
16. Anik
17. Pratiksha nagar
18. Shivaji nagar
19. Ghatkopar
20. Vikhroli
21. Mulund
22. Kurla
23. Marol
24. Majas
25. Dindoshi
26. Magathane
27. Deonar
election of M
MSP for implementation of ITMS for BEST Undertaking
Request for Proposal (‘RFP’)

For
Selection of Managed Service Provider for
Implementation of Intelligent Transport
Management System (ITMS) for BEST
Undertaking
II)/05/TCU/40521/2017-18/Advt.,
18/Advt.,
Volume 3 of 3
Master Service Agreement
Page 1
Disclaimer
10. This Request for Proposal ("tender") is issued by Brihanmumbai Electric Supply and Transport undertaking
(BEST),
11. The information contained in this Request for Proposal document (“tender”) or subsequently provided to Bidders,
whether verbally or in documentary or any other form by or on behalf of the Brihanmumbai Electric Supply and
Transport Undertaking (the Purchaser) aser) or any of its employees or advisors, is provided to Bidders, on the terms
and conditions set out in this tender.
12. This tender is not a Contract and is not an offer by the Purchaser to the prospective Bidders or any other person.
The purpose of this tender
ender is to provide interested parties with information that may be useful to them in the
formulation of their Proposals in pursuant to this tender. This tender includes statements, which reflect various
assumptions and assessments arrived at by the Purcha Purchaser,
ser, in relation to the project. Such assumptions,
assessments and statements do not purport to contain all the information that each Bidder may require. This
tender may not be appropriate for all persons, and it is not possible for the Purchaser, its employees
empl or advisers to
consider the objectives, technical expertise and particular needs of each party, who reads or uses this tender. The
assumptions, assessments, statements and information contained in this tender, may not be complete, accurate,
adequate or correct. Each Bidder should, therefore, conduct his own investigations and analysis and should check
the accuracy, adequacy, correctness, reliability and completeness of the assumptions, assessments and
information contained in this tender and obtain inindependent
dependent advice from appropriate sources.
13. Information provided in this tender to the Bidders is on a wide range of matters, some of which depends upon
interpretation of law. The information given is not an exhaustive account of statutory requirements and should not
be regarded as a complete or authoritative statement of law. The Purchaser accepts no responsibility for the
accuracy or otherwise for any interpretation or opinion on the law expressed herein. The Purchaser, its employees
and advisers make no representation or warrants and shall have no liability to any person including any Bidder
under any law, statute, rules or regulations or tort, principles of restitution or unjust enrichment or otherwise for
any loss, damages, cost or expense which may ari arise
se from or be incurred or suffered on account of anything
contained in this tender or otherwise, including the accuracy, adequacy, correctness , reliability or completeness
of the tender and any assessment, assumption, statement or information contained therein therein or deemed to form part
of this tender or arising in any way in this selection process.
14. The Purchaser also accepts no liability of any nature, whether resulting from negligence or otherwise, however
caused, arising from reliance of any applicant upon the statements contained in this tender.
15. The Purchaser may, in its absolute discretion, but without being under any obligation to do so, update, amend or
supplement the information, assessment or assumption contained in this tender. The issue of this tender tende does not
imply that the Purchaser is bound to select a Bidder or to appoint the Selected Bidder, as the case may be, for this
project and the Purchaser reserves the right to reject all or any of the proposals, without assigning any reason
whatsoever.
16. BEST or its authorized officers / representatives / advisors reserve the right, without prior notice, to change the
procedure for the selection of the Successful Bidder or terminate discussions and the delivery of information at
any time before the signing of any agreement for the Project, without assigning reasons thereof.
17. The tender Document does not address concerns relating to diverse investment objectives, financial situation and
particular needs of each party. The tender Document is not intended to provi provide
de the basis for any investment
decision and each Bidder must make its / their own independent assessment in respect of various aspects of the
techno-economic
economic feasibilities of the Project. No person has been authorized by BEST to give any information or to
make any representation not contained in the tender Document.
18. The Bidder shall bear all its costs associated with or relating to the preparation and submission of its Proposal
including but not limited to preparation and expenses associated with any demon demonstrations
strations or presentations which
may be required by the Purchaser or any other costs incurred in connection with or relating to its Proposal. All
such costs and expenses shall remain with the Bidder and the Purchaser shall not be liable in any manner
whatsoever
oever for the same or for any other costs or other expenses incurred by a Bidder, in preparation for
submission of the Proposal, regardless of the conduct or outcome of the selection process.
Table of Contents
election of M
1. Master Service Agreement ................................

................................................................................................................................
....................................2
2. Scope of Project ................................................................
................................................................................................
....................................................4
3. TERM AND DURATION OF THE AGREEMENT ................................................................
.................................................................4
4. CONDITIONS PRECEDENT & EFFECT
EFFECTIVE DATE ................................................................
.............................................................4
5. OBLIGATIONS UNDER THE SLA ................................................................................................
................................ ........................................................5
6. REPRESENTATIONS AND WARRANTIES ................................................................................................
.........................................6
7. OBLIGATIONS OF BEST ................................
................................................................................................................................
......................................8
8. OBLIGATIONS
IONS OF THE MANAGED SERVICE PROVIDER ................................................................
...............................................9
9. APPROVALS AND REQUIRED CONSENTS................................................................................................
.......................................9
10. USE OF ASSETS BY THE MANAGED SERVICE PROVIDER ................................................................
.........................................9
11. ACCESS TO BEST or It’s Nominated Agencies’/ Partners’ LOCATIONS .......................................................10
................................
12. MANAGEMENT PHASE ................................................................................................................................
................................ ...................................11
13. FINANCIAL MATTERS ................................
................................................................................................................................
.....................................12
14. ACCEPTANCE OF DELIVERABLES
ES AND TESTING ................................................................
......................................................15
15. TERMINATION AND SUSPENSION ................................
................................................................................................
................................................17
16. INDEMNIFICATION & LIMITATION OF LIABILITY ................................................................
..........................................................20
17. FORCE MAJEURE ................................
................................................................................................................................
............................................21
18. CONFIDENTIALITY................................
................................................................................................................................
...........................................23
19. AUDIT, ACCESS AND REPORTING................................
................................................................................................
................................................23
20. INTELLECTUAL PROPERTY RIGHTS ................................................................................................
............................................23
21. WARRANTY ................................................................
................................................................................................
......................................................24
22. LIQUIDATED DAMAGES ................................
................................................................................................................................
..................................26
23. Escrow Agreement ................................
................................................................................................................................
............................................26
24. INSURANCE COVER ................................
................................................................................................................................
.......................................27
25. MISCELLANEOUS ................................
................................................................................................................................
............................................27
26. GOVERNING LAW AND DISPUTE RESOLUTION................................................................
RESOLUTION ..........................................................31
27. Schedule ................................................................
................................................................................................
............................................................33
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6 1. Master Service Agreement
THIS MASTER SERVICE AGREEMENT (“Agreement”) is made on this the <***> day of <***> 20… at <***>,
India.
BETWEEN
------------------------------------------------------------------------------- Having its office at --------------------------------------------
------------------------------------------
---------------------- India hereinafter referred to as ‘BEST Undertaking / ‘BEST’, which expression shall, unless
the context otherwise requires, include its permitted successors and assigns);
AND
<***>, a Company incorporated under the <Act Name >, having its registered office at <***> (hereinafter referred
to as ‘the Managed Service Provider/MSP’ which expression shall, unless the context otherwise requires,
include its permitted successors and assigns).
Each of the parties mentioned above are collectively
coll referred to as the ‘Parties’ and individually as a ‘Party’.
WHEREAS:
• BEST is desirous for selection of System Integrator for Intelligent Transport Management System (ITMS)
• In furtherance of the same, BEST undertook the selection of a suitable Managed Service Provider
through a competitive bidding process for implementing the Project and in this behalf issued Request for
Proposal (RFP) dated <***> .
• The successful bidder has s been selected as the Managed Service Provider on the basis of the bid
response set out as Annexure <*> (Including all the documents submitted as part of the bid submission
including technical bid, clarifications, and commercial bids) of this Agreement, to
to undertake the Project of
the development and implementation of the solution, its roll out and sustained operations.
Definitions
Other terms used in this Agreement are defined where they are used and have the meanings there indicated.
Unless otherwise specifically
pecifically defined, those terms, acronyms and phrases in this Agreement that are utilized in
the information technology services industry or other pertinent business context shall be interpreted in
accordance with their generally understood meaning in such
suc industry or business context.
Interpretation
In this Agreement, unless otherwise specified:
(a) references to Clauses, Sub-Clauses,
Clauses, Paragraphs, Schedules and Annexures are to clauses, sub-
sub
clauses, paragraphs, schedules and Annexures to this Agreement;
(b) Words denoting singular use the plural and vice
vice-versa
versa and use of any gender includes the other
genders;
(c) references to a ‘company’ shall be construed so as to include any company, corporation or other body
corporate, wherever and however incorporated or established;
es
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(d) references to a ‘person’ shall be construed so as to include any individual, firm, company, government,
state or agency of a state, local or municipal authority or government body or any joint venture,
association or partnership (whether or not having separate legal personality);
(e) a reference to any statute or statutory provision shall be construed as a reference to the same as it may
have been, or may from time to time be, amended, modified or re re-enacted;
(f) any reference to a ‘day’ (including within
within the phrase ‘business day’) shall mean a period of 24 hours
running from midnight to midnight unless otherwise specified;
(g) References to a ‘Business day’ shall be construed as a reference to a day (other than Saturday,
Sunday and other gazette holidays
holidays) on which BEST or its nominated agencies/ partners is generally
open for business at their respective locations.
(h) references to times are to Indian Standard Time;
(i) a reference to any other document referred to in this Agreement is a reference to that oth
other document as
amended, varied, novated or supplemented at any time; and
(j) All headings and titles are inserted for convenience only. They are to be ignored in the interpretation of
this Agreement.
(k) Managed Service Provider (MSP) has been used for the same entity i.e. bidder selected for the project.
Measurements and Arithmetic Conventions

All measurements and calculations shall be in the metric system and calculations done to 2 (two) decimal
places, with the third digit of 5 (five) or above being rounded up and below 5 (five) being rounded down except in
money calculations where such amounts shall be rounded off to the nearest INR.
Ambiguities within Agreement

In case of ambiguities or discrepancies within this Agreement, the following principles shall apply:
• as between two Clauses of this Agreement, the provisions of a specific Clause relevant to the
issue under consideration shall prevail over those in a general
gene Clause;
• as between the provisions of this Agreement and the Schedules/Annexures, the Agreement
shall prevail, save and except as expressly provided otherwise in the Agreement or the
Schedules/Annexures; and
• as between any value written in numerals an
and
d that in words, the value in words shall prevail.
Priority of documents
(a) This Agreement, including its Schedules and Annexures, represents the entire agreement between the
Parties as noted in this Clause. If in the event of a dispute as to the interpreta
interpretation
tion or meaning of this
Agreement it should be necessary for the Parties to refer to documents forming part of the bidding process
leading to this Agreement, then such documents shall be relied upon and interpreted in the following
descending order of priority:
• This Agreement along withthe SLA agreement,
• Schedules and Annexures;
• NDA agreement,
• the RFP along with subsequently issued corrigendum
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• Technical and commercial proposal submitted by the successful bidder, to the extent they
along with subsequently issued clarifications furnished by the MSP in response to the RFP,
to the extent they are not inconsistent with any terms of the RFP
(b) For the avoidance of doubt, it is expressly clarified that in the event of a conflict between this Agreement,
Annexures / Schedules
chedules or the contents of the RFP, the terms of this Agreement shall prevail over the
Annexures / Schedules and Annexures / Schedules shall prevail over the contents and specifications of the
RFP.
7 2. Scope of Project
a) The Managed Service Provider shall be required to develop / customize and implement “Intelligent
Transport Management System (ITMS)”, manage and provide technical support to the solution for
the period of <*> Months for Implementation + <*> months for stabilization and<*> years for O&M
from the date of Go-Live.
b) The roles and responsibilities of the Parties under this Agreement have been set out in detail as
Annexure <*> of this Agreement and RFP.
c) For the avoidance of doubt, it is expressly clarified that this Agreement shall govern the pro
provision of
the contracted professional services under the SLA to BEST and its nominated agencies. It is
anticipated that new or renewal agreements may be undertaken by creating a separate SLA, with
schedules and annexures as required, under this Agreement for for each additional engagement.
8 3. TERM AND DURATION OF THE AGREEMENT

(a) This Agreement shall come into effect on <***> (hereinafter the “Effective Date”) and shall, unless
terminated earlier in accordance with its terms, expire on the date on which this Agreement
Agree expires,
which shall be a period of five years from ‘Go
‘Go-Live’
Live’ of Project and any extended period notified by
BEST.
(b) In the case of such extension of contract beyond the stipulated period, the warranties, Performance
Bank Guarantee, Exit management protocol, insurance etc. shall be extended for equivalent period.
(c) The Term, for the purposes of any payments to MSP, does not include (a) any extension arising out
of breach of any obligations by MSP, (b) unless otherwise agreed, time duration for implemen
implementation
of exit management plan.
9 4. CONDITIONS PRECEDENT & EFFECTIVE DATE

Provisions to take effect upon fulfilment of Conditions Precedent
(a) Subject to express terms to the contrary, the rights and obligations under this Agreement (at any
point of time during g the course of the Agreement) shall take effect only upon fulfilment of all the
Conditions Precedent set out below. However, BEST may at any time at its sole discretion waive fully
or partially any of the Conditions Precedent for the Managed Service Provider.Provider. For the avoidance of
doubt, it is expressly clarified that the obligations of the Parties (or its nominated agencies) under this
Agreement shall commence from the fulfilment of the Conditions Precedent as set forth below.
Conditions
a. Conditions Precedent of the Managed Service Provider
The Managed Service Provider shall be required to fulfill the Conditions Precedent which are as follows:
(i) to provide a Performance Security/Guarantee and other guarantees/ payments as and when required to
BEST or its nominated agencies; and
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(ii) to provide BEST or its nominated agenciescertified true copies of its constitutional documents and board
resolutions authorizing the execution, delivery and performance of this Agreement by the Managed
Service Provider.
b. Conditions Precedent of BEST

BEST shall be required to fulfil the Conditions Precedent which are as follows:
(i) Approval of the Project by a Competent Authority, etc.
(ii) Necessary clearances (if any);
(iii) Handing over of site; and
For the avoidance of doubt,

bt, it is expressly clarified that the obligations of the Parties except the financial
obligations of BEST under this Agreement shall commence from the fulfilment of the Conditions Precedent as
set forth above.
9.1 Extension of time for fulfilment of Conditi

Conditions Precedent
(a) The Parties may, by mutual agreement extend the time for fulfilling the Conditions Precedent and the
Term of this Agreement.
9.2 Non-fulfilment
fulfilment of the Managed Service Provider’s Conditions Precedent
(a) In the event that any of the Conditions Precedent of the Managed Service Provider have not been fulfilled
within 15 days of signing of this Agreement and the same have not been waived fully or partially by BEST or
its nominated agencies, this Agreement sha
shall cease to exist;
(b) In the event that the Agreement fails to come into effect on account of non-fulfilment
non fulfilment of the Managed Service
Provider’s Conditions Precedent, BEST or its nominated agencies shall not be liable in any manner
whatsoever to the Managed Service
rvice Provider and BEST shall forthwith forfeit the Performance Guarantee.
(c) In the event that possession of any of BEST or its nominated agencies facilities has been delivered to the
Managed Service Provider prior to the fulfilment of the Conditions Precedent, upon the termination of this
Agreement such shall immediately revert to BEST or its nominated agencies, free and c clear from any
encumbrances or claims.
10 5. OBLIGATIONS UNDER THE SLA

(a) The SLA shall be a separate contract in respect of this Agreement and shall be entered into
concurrently with this Agreement between BEST and Managed Service Provider;
(b) In relation to any future
uture SLA entered into between the Parties; each of the Parties shall observe and
perform the obligations set out herein.
10.1 Change of Control

(a) In the event of a change of control of the Managed Service Provider during the Term, the Managed Service
Provider shall promptly notify BEST of the same in the format set out as Annexure A of this Agreement.
(b) In the event that the net worth of the surviving entity is less than that of Managed Service Provider prior to
the change of control, BEST may within 30 days of becoming
becoming aware of such change in control, require a
replacement of existing Performance Guarantee furnished by the Managed Service Provider from a
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guarantor acceptable to BEST (which shall not be Managed Service Provider or any of its associated
entities).
(c) If such a guarantee is not furnished within 30 days of BEST requiring the replacement, BEST may exercise
its right to terminate the SLA and/ or this Agreement within a further 30 days by written notice, to become
effective as specified in such notice.
(d) Pursuant
suant to termination, the effects of termination as set out in Clause 15 of this Agreement shall follow.
(e) For the avoidance of doubt, it is expressly clarified that the internal reorganization of the Managed Service
Provider shall not be deemed an event of a change of control for purposes of this Clause unless the
surviving entity is of less net worth than the predecessor entity.
10.2 Final testing and certification

The Project shall be governed by the mechanism of final acceptance testing and certification to b
be put into place
by BEST and Managed Service Provider as under:
(a) Final testing and certification criteria will lay down a set of guidelines following internationally accepted
norms and standards for testing and certification for all aspects of project development
development and implementation
covering software, hardware and networking including the processes relating to the design of solution
architecture, design of systems and sub sub- systems, coding, testing, business process description,
documentation, version control,, change management, security, service oriented architecture, performance in
relation to compliance with SLA metrics, interoperability, scalability, availability and compliance with all the
technical and functional requirements of the RFP and this Agreement;
Agreemen
(b) Final testing and certification criteria will be finalized from the development stage to ensure that the
guidelines are being followed and to avoid large scale modifications pursuant to testing done after the
application is fully developed;
(c) Final testing
ing and certification criteria will consider conducting specific tests on the software, hardware,
networking, security and all other aspects;
(d) Final testing and certification criteria will establish appropriate processes for notifying the Managed Service
Provider
rovider of any deviations from the norms, standards or guidelines at the earliest instance after taking
cognizance of the same to enable the Managed Service Provider to take corrective action; etc.
(e) The Parties shall each ensure that the range of the Servi
Services
ces under the SLA shall not be varied, reduced or
increased except with the prior written agreement between BEST and Managed Service Provider in
accordance with the Change Control Schedule set out in Schedule II of this Agreement. Save for the express
termss of the Terms of Payment Schedule set out as Schedule VI of this Agreement, BEST and its users may
purchase any particular category of Services that may become necessary as per the Change Control
Schedule set out in Schedule II of this Agreement, without the need to go for a separate procurement
process.
11 6. REPRESENTATIONS AND WARRANTIES

11.1 Representations and warranties of the Managed Service Provider
The Managed Service Provider represents and warrants to BEST that:
(a) it is duly organized and validly existing under the laws of India, and has full power and authority to execute
and perform its obligations under this Agreement and other agreements and to carry out the transactions
contemplated hereby;
(b) it is a competent provider
rovider of a variety of information technology and business process management services;
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(c) it has taken all necessary corporate and other actions under laws applicable to its business to authorize the
execution and delivery of this Agreement and to validly exercise its rights and perform its obligations under
this Agreement;
(d) from the Effective Date, it will have the financial standing and capacity to undertake the Project in
accordance with the terms of this Agreement;
(e) in providing the Services, it shall use
se reasonable endeavors not to cause any unnecessary disruption to
BEST's normal business operations
(f) this Agreement has been duly executed by it and constitutes a legal, valid and binding obligation,
enforceable against it in accordance with the terms hereof,
hereof, and its obligations under this Agreement shall be
legally valid, binding and enforceable against it in accordance with the terms hereof;
(g) the information furnished in the tender documents and as updated on or before the date of this Agreement is
to the
e best of its knowledge and belief true and accurate in all material respects as at the date of this
Agreement;
(h) the execution, delivery and performance of this Agreement shall not conflict with, result in the breach of,
constitute a default by any of the terms of its Memorandum and Articles of Association or any Applicable
Laws or any covenant, contract, agreement, arrangement, understanding, decree or order to which it is a
party or by which it or any of its properties or assets is bound or affected;
(i) there
re are no material actions, suits, proceedings, or investigations pending or, to its knowledge, threatened
against it at law or in equity before any court or before any other judicial, quasi
quasi-judicial
judicial or other authority, the
outcome of which may result in the he breach of this Agreement or which individually or in the aggregate may
result in any material impairment of its ability to perform any of its material obligations under this Agreement;
(j) it has no knowledge of any violation or default with respect to any order, writ, injunction or decree of any
court or any legally binding order of any Government Instrumentality which may result in any adverse effect
on its ability to perform its obligations under this Agreement and no fact or circumstance exists which ma
may
give rise to such proceedings that would adversely affect the performance of its obligations under this
Agreement;
(k) it has complied with Applicable Laws in all material respects and has not been subject to any fines,
penalties, injunctive relief or any other
ther civil or criminal liabilities which in the aggregate have or may have an
Adverse Effect on its ability to perform its obligations under this Agreement;
(l) no representation or warranty by it contained herein or in any other document furnished by it to BEST in
relation to the Required Consents contains or shall contain any untrue or misleading statement of material
fact or omits or shall omit to state a material fact necessary to make such representation or warranty not
misleading; and
(m) no sums, in cash orr kind, have been paid or shall be paid, by it or on its behalf, to any person by way of fees,
commission or otherwise for entering into this Agreement or for influencing or attempting to influence any
officer or employee of BEST in connection therewith. For F this purpose BEST will sign integrity pact
separately with Managed Service Provider enclosed with this agreement.
11.2 Representations and warranties of BEST

BEST represent and warrant to the Managed Service Provider that:
(a) it has full power and authority to execute, deliver and perform its obligations under this Agreement and to
carry out the transactions contemplated herein and that it has taken all actions necessary to execute this
Agreement, exercise its rights and perform its obligations, under this Ag Agreement
reement and carry out the
transactions contemplated hereby;
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(b) it has taken all necessary actions under Applicable Laws to authorize the execution, delivery and
performance of this Agreement and to validly exercise its rights and perform its obligations under this
Agreement;
(c) it has the financial standing and capacity to perform its obligations under the Agreement;
(d) it is subject to the laws of India, and hereby expressly and irrevocably waives any immunity in any
jurisdiction in respect of this Agreement or matters
matters arising thereunder including any obligation, liability or
responsibility hereunder;
(e) this Agreement has been duly executed by it and constitutes a legal, valid and binding obligation enforceable
against it in accordance with the terms hereof and its ob
obligations
ligations under this Agreement shall be legally valid,
binding and enforceable against it in accordance with the terms thereof;
(f) the execution, delivery and performance of this Agreement shall not conflict with, result in the breach of,
constitute a default under, or accelerate performance required by any of the Applicable Laws or any
covenant, contract, agreement, arrangement, understanding, decree or order to which it is a party or by
which it or any of its properties or assets is bound or affected;
(g) there are no actions, suits or proceedings pending or, to its knowledge, threatened against it at law or in
equity before any court or before any other judicial, quasi-judicial
quasi judicial or other authority, the outcome of which
may result in the default or breach of this Agreement or which individually or in the aggregate may result in
any material impairment of its ability to perform its material (including any payment) obligations under this
Agreement;
(h) it has no knowledge of any violation or default with respect to any order, writ, injunction or any decree of any
court or any legally binding order of any Government Instrumentality which may result in any Adverse Effect
on BEST or its nominated agencies ability to perform its obligations under this Agreement and no fact or o
circumstance exists which may give rise to such proceedings that would adversely affect the performance of
its obligations under this Agreement;
(i) it has complied with Applicable Laws in all material respects;
(j) all information provided by it in the RFP in connection with the Project is, to the best of its knowledge and
belief, true and accurate in all material respects; and
(k) all information provided by it in the RFP in connection with the Project is, to the best of its knowledge and
belief, true and accurate in all material respects; and
(l) upon the Managed Service Provider performing the covenants herein, it shall not at any time during the term
hereof, interfere with peaceful exercise of the rights and discharge of the obligations by the Managed
Service Provider, in accordance with this Agreement.
12 7. OBLIGATIONS OF BEST
Without prejudice to any other undertakings or obligations of BEST under this Agreement, BEST shall perform
the following:
(a) To provide any support through personnel to test the system during
dur the Term;
(b) To provide any support through personnel and/or test data during development, rollout, steady state
operation, as well as, for any changes/enhancements in the system whenever required due to scope change
that may arise due to business, delivery
ery or statutory/regulatory reasons;
(c) BEST shall provide the data (including in electronic form wherever applicable/available) to be migrated.
(d) To authorize the Managed Service Provider to interact for implementation of the Project with external entities
such
uch as the authorized banks, trademark database etc.
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(e) Provide prompt Deliverable feedback: BEST or its nominated agencies/ partners shall provide sign offs on
the deliverable or its comments for changes. In case the BEST or its nominated agencies/ partners fails to
respond and provide feedback on above stated submission, the deliverables or SLA and performance
reports will be deemed accepted. Any subsequent rework post acceptance/ deemed acceptance would form
the subject of a formal change request under the provisions of this Agreement.
13 8. OBLIGATIONS OF THE MANAGED SERVICE PROVIDER

(a) It shall provide to BEST or its nominated agencies/ partners, the Deliverables as set out in Annexure C
of this Agreement.
(b) It shall perform the Services as set out in Section 2 of this Agreement and in a good and workmanlike
manner commensurate with industry and technical standards which are generally in effect for
international projects and innovations pursuant thereon similar to those contemplated by this Agreement,
and so as too comply with the applicable Service Levels set out with this Agreement.
(c) It shall ensure that the Services are being provided as per the Project Timelines set out in the RFP.
14 9. APPROVALS AND REQUIRED CONSENTS

(d) The Parties shall cooperate to procure, maintain
maintain and observe all relevant and regulatory and
governmental licenses, clearances and applicable approvals (hereinafter the “Required Consents”)
necessary for the Managed Service Provider to provide the Services. The costs of such Approvals shall
be borne by the Party normally responsible for such costs according to local custom and practice in the
locations where the Services are to be provided.
(e) BEST or its nominated agencies/partners shall use reasonable endeavors to assist Managed Service
Provider to obtain
ain the Required Consents. In the event that any Required Consent is not obtained, the
Managed Service Provider and BEST will co-operateoperate with each other in achieving a reasonable
alternative arrangement as soon as reasonably practicable for BEST to continue
e to process its work with
as minimal interruption to its business operations as is commercially reasonable until such Required
Consent is obtained, provided that the Managed Service Provider shall not be relieved of its obligations
to provide the Services and to achieve the Service Levels until the Required Consents are obtained if
and to the extent that the Managed Service Provider’s obligations are not dependent upon such
Required Consents.
15 10. USE OF ASSETS BY THE MANAGED SERVICE PROVIDER

15.1 During the Term
rm the Managed Service Provider shall:
(a) take all reasonable and proper care of the entire hardware and software, network or any other information
technology infrastructure components used for the Project and other facilities leased / owned / operated by
the Managed Service Provider exclusively in terms of ensuring their usability for the delivery of the Services
as per this Agreement (hereinafter the “Assets”) in proportion to their use and control of such Assets; and
(b) keep all the tangible Assets in as good and serviceable condition (reasonable wear and tear excepted) as at
the date the Managed Service Provider takes control of and/or first uses the Assets and during the entire
Term of the Agreement.
(c) ensure that any instructions
structions or manuals supplied by the manufacturer of the Assets for use of the Assets and
which are provided to the Managed Service Provider will be followed by the Managed Service Provider and
any person who will be responsible for the use of the Assets;
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(d) take such steps as may be properly recommended by the manufacturer of the Assets and notified to the
Managed Service Provider or as may, in the reasonable opinion of the Managed Service Provider, be
necessary to use the Assets in a safe manner;
(e) ensure that
hat the Assets that are under the control of the Managed Service Provider, are kept suitably housed
and in conformity with Applicable Law;
(f) procure permission from BEST and any persons duly authorized by them to enter any land or premises on
which the Assets
ts are for the time being sited so as to inspect the same, subject to any reasonable third party
requirements;
(g) not, knowingly or negligently use or permit any of the Assets to be used in contravention of any statutory
provisions or regulation or in any wayy contrary to Applicable Law.
(h) use best efforts to ensure that no lien, mortgage, hypothecation or any other charge is created over the
Assets. MSP agrees that MSP will inform BEST immediately if MSP feels or comes to know that a charge
may be / has been created
reated over any Asset(s). In the event a charge is created over any of the Assets /
Goods which are owned by BEST, BEST shall have the right to get the charge removed at the risk, cost,
expense of the MSP and MSP shall make good all losses, damages, costs, fees, cess, duties, etc. borne or
suffered by BEST due to creation of such charge and/or in removal of such charge and/or in discharging the
obligations for removal of such charge.
(i) Advertisement rights – purchaserreserves
reserves the adver
advertisement rights on components
nents of ITMS system such as PIS
system. Advertisement content shall be provided by the purchaser and system shall be able to publish the content
provided by the purchaser across various channels such as LED screens, LCD screens, Mobile APP for
commuters etc.
(j) Data generated through ITMS project (“project data”) shall be exclusively owned by purchaser and prior written
consent from purchaser is necessary before sharing project data with any third party.
16 11. ACCESS TO BEST or It’s Nominated Agencies’/ Partners’

Part
LOCATIONS
(a) For so long as the Managed Service Provider provides services to BEST location, as the case may be, on a
non-permanent
permanent basis and to the extent necessary, BEST as the case may be shall, subject to compliance by
the Managed Service Provider with
ith any safety and security guidelines which may be provided by BEST as
the case may be and notified to the Managed Service Provider in writing, provide the Managed Service
Provider with:
• reasonable access with prior approval of BEST,, in the same manner granted
g to BEST
employees, to BEST as the case may be location twenty-four
four hours a day, seven days a
week;
• Reasonable work space, access to office equipment as mutually agreed and other related
support services in such location and at such other BEST as the case may be location, if any,
as may be reasonably necessary for the Managed Service Provider to perform its obligations
hereunder and under the SLA.
(b) Access to locations, office equipment and services shall be made available to the Managed Service Provider
on an “as is, where is” basis by BEST as the case may be. The Managed Service Provider agrees to ensure
that its employees, agents and contractors shall not use the location, services and equipment referred to in
RFP for the following purposes:
• for the transmission of any material which is defamatory, offensive or abusive or of an
obscene or menacing character; or
• in a manner which constitutes a violation or infringement of the rights of any person, firm or
company (including but not limited to rights of copyright or confidentiality).
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17 12. MANAGEMENT PHASE

17.1 Governance
The review and management process of this Agreement shall be carried out in accordance with the Governance
Schedule set out in Schedule V of this Agreement and shall cover all the management
management aspects of the Project.
Use of Services
(a) BEST as the case may be or its nominated agencies/ partners, will undertake and use the Services in
accordance with any instructions or procedures as per the acceptance criteria as set out in the SLA or this
Agreement or any agreement that may be entered into between the Parties from time to time;
(b) BEST as the case may be or its nominated agencies/ partners shall be responsible for the operation and use
of the Deliverables resulting from the Services.
17.2 Changes
Unless expressly dealt with elsewhere in this Agreement,
Agreement, any changes under or to this Agreement or under or to
the SLA shall be dealt with in accordance with the Change Control Schedule set out in Schedule II of this
Agreement.
17.3 Security and Safety

(a) The Managed Service Provider shall comply with the technical
technical requirements of the relevant security, safety
and other requirements specified in the Information Technology Act or Telegraph Act including the
regulations issued by dept. of telecom (wherever applicable), IT Security Manual of BEST as specifically
stated
ed in the RFP and follow the industry standards related to safety and security (including those as stated
in the RFP), insofar as it applies to the provision of the Services/Deliverables under this Agreement.
(b) Each Party to the SLA/Agreement shall also com comply with BEST or the Government of India’s security
standards and policies in force from time to time at each location of which BEST make the Managed Service
Provider aware in writing insofar as the same apply to the provision of the Services.
(c) The Parties to the SLA/Agreement shall use reasonable endeavors to report forthwith in writing to each other
all identified attempts (whether successful or not) by unauthorized persons (including unauthorized persons
who are employees of any Party) either to gain access
acc to or interfere with BEST as the case may be or any
of their nominees data, facilities or Confidential Information.
(d) The Managed Service Provider shall upon reasonable request by BEST as the case m may be or their
nominee(s) participate in regular meetings when safety and information technology security matters are
reviewed.
(e) As per the provisions of the SLA or this Agreement, the Managed Service Provider shall promptly report in
writing to BEST,, any act or omission which they are aware that could have an adverse effect on the proper
conduct of safety and information technology security at the facilities of BEST as the case may be.
17.4 Cooperation
Except as otherwise provided elsewhere in this Agreement or the SLA, each Party (“Providing Pa Party”) to this
Agreement or to the SLA undertakes promptly to provide the other Party (“Receiving Party”) with all such
information and co-operation
operation which the Receiving Party reasonably requests, provided that such information and
co-operation:
(a) does not require
quire material expenditure by the Providing Party to provide the same;
(b) is reasonably required by the Receiving Party in order for it to comply with its obligations under this
Agreement or the SLA;
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(c) cannot be construed to be Confidential Information; and

(d) is capable of being provided by the Providing Party.
Further, each Party agrees to co-operate
operate with the contractors and subcontractors of the other Party as
reasonably requested in order to accomplish the purposes of this Agreement.
18 13. FINANCIAL MATTERS

18.1 Terms of Payment and Service Credits and Debits
(a) In consideration of the Services and subject to the provisions of this Agreement and of the SLA, BEST shall
pay the Managed Service Provider for the Services rendered in pursuance of this Agreement, in accor
accordance
with the Terms of Payment Schedule set out as Schedule VI of this Agreement.
(b) Payments shall be subject to the application of liquidated damages (for period prior to “Go Live”) or SLA
penalties and its adjustments/corrections (for post “Go
“Go-Live”) as may be provided for in the Agreement and
the SLA from the relevant milestone(s).
[Note: BEST (on request from successful bidders) can look at having a separate mechanism for settling
penalties/ service credits rather than the set off against the invoice as this could revenue recognition issues.
However, the successful bidder has to ensure that such settlement happens within a stipulated timeframe]
(c) Save and except as otherwise provided for herein or as agreed between the Parties in writing, BEST shall
not be required to make any payments in respect of the Services (or, without limitation to the foregoing, in
respect of the Managed Service Provider performance of any obligations under this Agreement or the SLA)
other than those covered in Schedule VI of this Agreement. For the avoidance of doubt, it is expressly
clarified that the payments shall be deemed to include all ancillary and incidental costs and charges arising
in the course of delivery of the Services including consultancy charges, infrastructure cocosts, project costs,
implementation and management charges and all other related costs including taxes which are addressed in
this Clause.
Invoicing and Settlement

(a) Subject to the specific terms of the SLA, the Managed Service Provider shall submit its invoices in
accordance with the following principles:
(i) BEST shall be invoiced by the Managed Service Provider for the Services. Generally and unless
otherwise agreed in writing between the Parties or expressly set out in the SLA, the Managed Service
Provider shall raise an invoice as per Schedule VI of this Agreement; and
(ii) Any invoice presented in accordance with this clause shall be in a form as agreed with BEST.
(b) The Managed
anaged Service Provider alone shall invoice all payments after receiving due approval of completion of
payment milestone from the competent authority. Such invoices shall be accurate and all adjustments to or
changes in the terms of payment as stated in ScSchedule
hedule VI of this Agreement. The Managed Service Provider
shall waive any charge for a Service that is not invoiced within six months after the end of the month in which
the charge relating to such Service is (i) applicable or (ii) incurred or (iii) approved,
approved, whichever is later. MSP
shall provide details of such waivers on request from competent authority.
(c) Payment shall be made within 30 working days of the receipt of invoice along with supporting documents by
BEST subject to subject to deduction of applic
applicable
able liquidated damages and/or service credits/debits. The
penalties are imposed on the Managed Service Provider as per the penalty criteria specified in the SLA.
(d) BEST shall be entitled to delay or withhold payment of any invoice or part of it delivered by
b the Managed
Service Provider under Schedule VI of this Agreement where BEST disputes/withholds such invoice or part
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of it provided that such dispute is bona fide. The withheld amount shall be limited to that which is in dispute.
The disputed / withheld amount
mount shall be settled in accordance with the escalation procedure as set out in
Schedule V of this Agreement. Any exercise by BEST under this Clause shall not entitle the Managed
Service Provider to delay or withhold provision of the Services.
The Managed
ed Service Provider shall be solely responsible to make payment to its sub-contractors.
sub
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Tax
(a) BEST or its nominated agencies shall be responsible for withholding taxes from the amounts due and
payable to the Managed Service Provider wherever applicable. The Managed Service Provider shall pay for
all other taxes in connection with this Agreement, SLA, scope of work and any other engagement required to
be undertaken as a part of this Agreement, including, but not limited to, property, sales, use, excise, value
value-
added, goods and services, consumption and other similar taxes or duties.
(b) BEST or its nominated agencies shall provide Managed Service Provider with the original tax receipt of any
withholding taxes paid by BEST or its nominated agencies on payments under under this Agreement. The
Managed Service Provider agrees to reimburse and hold BEST harmless from any deficiency including
penalties and interest relating to taxes that are its responsibility under this paragraph. For purposes of this
Agreement, taxes shall include
nclude taxes incurred on transactions between and among BEST, the Managed
Service Provider and third party subcontractors.
(c) If, after the date of this Agreement, there is any change of rate of levy under the existing applicable laws of
India with respect to o taxes and duties, which are directly payable by BEST for providing the goods and
services i.e. GST / service tax or any such other applicable tax from time to time, which increase or
decreases the cost incurred by the Implementation Agency in performing the Services, then the
remuneration and reimbursable expense otherwise payable to the MSP under this Agreement shall be
increased or decreased accordingly by correspondence between the Parties hereto, and corresponding
adjustments shall be made to the ceil
ceiling
ing amounts specified in Schedule VI. However, in case of any new or
fresh tax or levy imposed after submission of the proposal the MSP shall be entitled to reimbursement on
submission of proof of payment of such tax or levy.
(d) The Parties shall cooperate to o enable each Party to accurately determine its own tax liability and to minimize
such liability to the extent legally permissible. In connection therewith, the Parties shall provide each other
with the following:
(i) any resale certificates;
(ii) any relevant information
formation regarding out
out-of-state
state or use of materials, equipment or services; and
any direct pay permits, exemption certificates or information reasonably requested by the other Party.
EXCHANGE RATE VARIATION (ERV)
a) Prices of the Goods quoted herein are highly dependent upon imports and foreign exchange rates vis
vis-à-vis
INR. Therefore the prices quoted shall be increased or decreased depending upon the prevailing exchange rate
on the Designated Date, as elaborated noo below:
b) The price in respect of Goods listed in this proposal (“Items”) should be based on Foreign Exchange rate of
US$ 1 = INR _____ (the “Base Rate”) which should be mentioned in the commercial proposal.
c) The price quoted shall be increased or decreased
de if the ERV is (+/-)10%
)10% (by the amount which is in excess or
less of 10% of Base Rate).
d) The exchange rate variation (ERV) percentage shall be calculated as a percentage increase / decrease
signified by the difference in the Current Rate and the B
Base
ase Rate over the Base Rate, calculated as follows:
Current Rate (-) Base Rate

-------------------------------------------------- X 100
Base Rate
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e) NOTE FOR CLARIFICATION: ERV shall not be applicable for the first year from date of award of contrac
contract. As
such clause shall only be applicable from 2nd year on half
half-yearly basis.
f) “Designated Date” shall mean the last working date from the applicability of this clause. In case Designated
Date falls on a holiday, then the immediately succeeding day sh
shall
all be treated as the Designated Date.
g) “Current Rate” shall mean USD Selling Rate as on the closing hours of the Designated Date (or the
immediately succeeding business day in case Forex markets in India are closed on the Designated Date).
19 14. ACCEPTANCE
ANCE OF DELIVERABLES AND TESTING
19.1 Acceptance of Deliverables
(a) The successful completion of the Project requires the acceptance by BEST of all Deliverables prepared
and delivered pursuant to the Project. Upon completion of a Deliverable, Managed Service Provi
Providerwill
notify BEST in writing that the Deliverable has been completed and, in the case of Deliverables
constituted of software, hardware and networking (“Operational Deliverables”), tested and/or certified as
being ready for acceptance (“Ready for Accepta
Acceptance”) by BEST.. Promptly after receiving such notice,
BEST will evaluate the Deliverable for acceptance in accordance with specific provisions provided in the
RFP. The acceptance process outlined below shall not be deemed to extend the Timelines / scheduled
completion date for any Deliverable specified in the RFP.
19.2 Acceptance Procedure

Acceptance by BEST (“Acceptance”) requires that the Deliverables be confirmed in writing by BEST to meet
applicable acceptance criteria (“Acceptance Criteria”) which, in the c
case
ase of Operational Deliverables, will include
the successful completion of agreed acceptance and performance testing and, in the case of the System as a
whole, will include meeting the specifications, performance standards and functional requirements set outo in the
RFP. In the case of Deliverables that are component parts of the System, in addition to acceptance of the
component Deliverables, the System will also be subject to Acceptance in its entirety. Managed Service Provider
shall prepare and propose the e test procedures, which shall be described in the Acceptance Criteria for each
Deliverable and shall be subject to agreement by BEST.. While designing the acceptance test procedures the
requirements as mentioned in volume II of RFP need to be adhered. The Acceptance tests and test procedures
shall be sufficiently broad in scope and rigorous so as to verify that the System and all other Deliverables meet
all applicable specifications, acceptance criteria and performance requirements, including assurance that the
Deliverables and the System meet such tests of operational integrity as may be reasonably required by BEST. In
the case of the System, the Acceptance tests shall consist of unit tests, a system test, and/or stress test.
Acceptance procedures for written Deliverables (which are all Deliverables other than Operational Deliverables)
and Operational Deliverables are re as follows:
(a) Written Deliverables:

i. The Managed Service Provider may submit interim drafts of written Deliverables (e.g., system designs
and documentation) to BEST for review. BEST agrees to review each interim draft within a reasonable
period of time after receiving it from the Managed Service Provider. When the Managed Service Provider
delivers a final written Deliverable to BEST, BEST will have the opportunity to review such written
Deliverable for an acceptance period of seven (7) days or such other period as is stated in the RFP or
the agreed Project Plan (the “Acceptance Period”). In all cases, BEST’s ’s obligation to review a written
Deliverable within the applicable Acceptance Period will be contingent on such written Deliverable being
delivered to BEST as scheduled. If and to the extent any written Deliverable is delivered earlier or later
than scheduled, the Acceptance Period for such written Deliverable shall be extended as reasonably
necessary to accommodate the availability of BEST personnel responsible ponsible for reviewing such
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Deliverable. Similarly, if and to the extent multiple written Deliverables are delivered to BEST within an
Acceptance Period, the Acceptance Period for all such written Deliverables shall be extended as
reasonably necessary to accommodate
ccommodate the availability of BEST personnel responsible for reviewing
them.
ii. BEST agrees to notify the Managed Service Provider in writing by the end of the Acceptance Period
either stating that the applicable written Deliverable is accepted / rejected in
in the form delivered by the
Managed Service Provider or describing with reasonable particularity any deficiencies that must be
corrected prior to acceptance of such written Deliverable. If the Managed Service Provider does not
receive any such notice from BEST by the end of the Acceptance Period, the Managed Service Provider
shall promptly notify BEST in writing that no such notice has been received. If the Managed Service
Provider does not receive the required notice within seven (7) days after BEST receives such written
notification from the Managed Service Provider, such written Deliverable will be deemed to be accepted
by BEST.
iii. If BEST delivers to the Managed Service Provider a timely notice of rejection/deficiencies, the Managed
Service Provider will correct the described deficiencies as quickly as possible and, in any event, within
ten (10) days after BEST notifies the Managed Service Provider of the rejection/deficiencies (unless
otherwise specified in the agreed Project Plan). Upon receipt of a corrected written Deliverable from the
Managed Service Provider, BEST will have a period of seven (7) days to review the corrected written
Deliverable.
(b) Operational Deliverables:

i. To the extent not already specified in the RFP or agreed Project Plan, prior to the date on which the
Managed Service Provider is scheduled to deliver each Operational Deliverable to BEST, both the
Managed Service Provider
vider and BEST will agree upon the testing procedures for the Operational
Deliverable, including without limitation detailed test cases and expected results (the “Acceptance
Tests”). The Acceptance Tests will be designed to determine whether the Operational
Operationa Deliverable
contains any defects. BEST will have the opportunity during the Acceptance Period to evaluate and test
each Operational Deliverable in accordance with the following procedures by executing the Acceptance
Tests.
ii. When the Managed Service ProviderProvider has completed an Operational Deliverable, it will deliver the
Operational Deliverable at the Installation Site (if not already there), install such Deliverable (if not
already installed), and perform an installation test reasonably acceptable to BEST to verify that the
Deliverable has been properly delivered and installed. The Managed Service Provider shall notify BEST
when the Operational Deliverable is ‘Ready for Acceptance’, provided that, unless otherwise agreed,
such notice shall not occur prior to the successful completion by the Managed Service Provider of any
installation tests. Such notice will start the Acceptance Period, which will be fifteen (15) days or such
other period as is stated in the RFP or agreed Project Plan. As was the case with wr written Deliverables,
BEST’s ’s obligation to review any Operational Deliverable within the applicable Acceptance Period will be
contingent on such Operational Deliverable being delivered to BEST as scheduled. If and to the extent
any Operational Deliverable is delivered earlier or later than scheduled, the Acceptance Period for such
Operational Deliverable shall be extended as reasonably necessary to accommodate the availability of
the BEST personnel responsible for reviewing such Operational Deliverable. Similarly,
Simil if and to the
extent multiple Operational Deliverables are delivered to BEST within an Acceptance Period, the
Acceptance Period for all Operational Deliverables shall be extended as reasonably necessary to
accommodate the availability of the BEST personnel responsible for reviewing them.
iii. BEST shall notify the Managed Service Provider in writing by the end of the Acceptance Period stating
that the Operational Deliverable is accepted/rejected in the form delivered by the Managed Service
Provider or describing the defects as provided in Clause 14.2 (b) (iv) below. If the Managed Service
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Provider does not receive any notice of defects from BEST by the end of the Acceptance Period, the
Managed Service Provider shall promptly notify BEST in writing that no such notice was received. If
Managed Service Provider does not receive a notice of defects within seven (7) days after BEST
receives such written notification from the Managed Service Provider, such Operational Deliverable will
be deemed accepted by BEST.
iv. If BEST determines during the Acceptance Period that the Operational Deliverable as delivered by the
Managed Service Provider deviates from its approved specifications or otherwise fails to successfully
complete applicable Acceptance Tests (or a defect),
defec BEST will inform the Managed Service Provider in
writing, describing the defect(s) in sufficient detail to allow the Managed Service Provider to
recreate/rectify them. The Managed Service Provider will correct any defects in an Operational
Deliverable as quickly as possible after receiving BEST’s
’s notice of the defects and, in any event, within
ten (10) days after receiving such notice (unless otherwise specified in the Project Plan/RFP), and
provide the corrected Operational Deliverable to BEST for re-testing
esting within such ten (10) day period.
v. BEST will have a reasonable additional period of time after receipt of the corrected Operational
Deliverable to re-test
test it so as to confirm its proper functioning. The Managed Service Provider will correct
any further defects identified by BEST during the re-test test as quickly as possible, but in no event more
than ten (10) days after BEST notifies the Managed Service Provider of the further defects, unless
otherwise specified in the agreed Project Plan or RFP or agreed by BEST.
(c) Correction of Deficiencies in Deliverables:

i. The Managed Service Provider is unable to correct all deficiencies preventing Acceptance of a
Deliverable for which it is responsible after a reasonable number of repeated efforts (but not more than
three (3), BEST may at its election:
• allow the Managed Service Provider to continue its efforts to make corrections; or
• accept the Deliverable with its Deficiencies and deduct such proportionate amounts from the
Managed Service Providers fees as deemed appropriate
app by BEST; or
• terminate this Agreement for cause in accordance with the procedures set forth in Clause 15 (except
that BEST is under no obligation to provide the Managed Service Provider any further opportunity to
cure) and recover its damages subj
subject
ect to the limitations set forth in this Agreement.
19.3 Acceptance
BEST shall be deemed to have accepted the Deliverables and/or System upon the date of delivery to the
Managed Service Provider by BEST of a notice (the “Acceptance Notice”) to that effect.
20 15. TERMINATION AND SUSPENSION

20.1 Material Breach
(a) In the event that either Party believes that the other Party is in Material Breach of its obligations under this
Agreement, such aggrieved Party may terminate this Agreement upon giving a one month’s notice fo for curing
the Material Breach to the other Party. In case the Material Breach continues, after the notice period, BEST
or Managed Service Provider, as the case may be will have the option to terminate the Agreement. Any
notice served pursuant to this Clause shall give reasonable details of the Material Breach, which could
include the following events and the termination will become effective:
(i) If the Managed Service Provider is not able to deliver the services as per the SLAs defined in RFP which
translates into Material Breach, then BEST may serve a 30 days written notice for curing this Material
Breach. In case the Material Breach continues, after the expiry of such notice period, BEST will have the
option to terminate this Agreement. Further, BEST may afterr affording a reasonable opportunity to the
Managed Service Provider to explain the circumstances leading to such a breach.
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(ii) If there is a Material Breach by the Purchaser or its nominated agencies which results in not providing
support for effecting data migration or not providing the certification of User Acceptance then the
Implementation Agency will give a one month’s notice for curing the Material Breach to the Purchaser.
After the expiry of such notice period, the Implementation Agency will have the option to terminate the
Agreement.
(b) BEST may by giving a one month’s written notice, terminate this Agreement if a change of control of the
Managed Service Provider has taken place. For the purposes of this Clause, in the case of Managed Service
Provider, change of control shall mean the events stated in Clause 5, and such notice shall become effective
at the end of the notice period
eriod as set out in Clause 5.1 (c).
(c) In the event that Managed Service Provider undergoes such a change of control, BEST may, as an
alternative to termination, require a full Performance Guarantee for the obligations of Managed Service
Provider by a guarantor
ntor acceptable to BEST or its nominated agencies. If such a guarantee is not furnished
within 30 days of BEST’s demand, BEST may exercise its right to terminate this Agreement in accordance
with this Clause by giving 15 days further written notice to the Managed Service Provider.
(d) The termination provisions set out in this Clause shall apply mutatis mutandis to the SLA.
20.2 Termination for Convenience

(a) BEST may at any time terminate the Contract for any reason by giving the managed service provider a
notice of termination by giving 90 days prior written notice that refers to this clause
(b) Upon receipt of the notice of termination under this clause, the MSP shall either as soon as reasonably
practical or upon the date specified in the notice of termination:
• ceasee all further work, except for such work as BEST may specify in the notice of termination for the
sole purpose of protecting that part of the System already executed, or any work required to leave
the site in a clean and safe condition;
• terminate all subcontracts, except those to be assigned to BEST pursuant to Clause 15.2 (d) below;
(c) remove all MSP’s Equipment from the site, repatriate the MSP’s and its Subcontractors’ personnel from the
site, remove from the site any wreckage, rubbish, and debris of any kind;
(d) in addition, the MSP shall:
• deliver to BEST the parts of the System executed by the MSP up to the date of termination;
• to the extent legally possible, assign to BEST all right, title, and benefit of the MSP to the System, or
Subsystem,
tem, as at the date of termination, and, as may be required by the Purchaser, in any
subcontracts concluded between the MSP and its Subcontractors;
• deliver to BEST all non-proprietary
proprietary drawings, specifications, and other documents prepared by the
MSP or its Subcontractors as of the date of termination in connection with the System.
20.3 Effects of termination

(a) In the event that BEST terminates this Agreement pursuant to failure on the part of the Managed Service
Provider to comply with the conditions as contained in this Clause and depending on the event of default,
Performance Guarantee furnished by Managed Service Provider may be forfeited.
(b) Upon termination of this Agreement, the Parties will comply with the Exit Management Schedule set out as
Schedule III of this Agreement.
(c) In the event that BEST or the Managed Service Provider terminates this Agreement, the compensation will
be decided in accordance with the Exit Management Schedule set out as Schedule III of this Agreement.
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(d) BEST agrees to pay Managed Service

e Provider for
• all charges for Services Managed Service Provider provides and any Deliverables and/or
system (or part thereof) Managed Service Provider delivers through termination, and
• reimbursable expenses Managed Service Provider incurs through termination. If BEST
terminates without cause, BEST also agrees to pay any applicable adjustment expenses
Managed Service Provider incurs as a result of such termination (which Managed
Service Provider
rovider will take reasonable steps to mitigate).
(e) Any and all payments under this clause shall be payable only after the Managed Service Provider has
complied with and completed the transition and exit management as per the Exit Management Plan to the
satisfaction of BEST.. In case of expiry of the Agreement, the last due payment shall be payable to the
Managed Service Provider after it has complied with and completed the transition and exit management as
per the Exit Management Plan to the satisfaction of BEST.
(f) In the event of termination of the Contract under Clause 15.2, BEST shall pay to the MSP the following
amounts:
• the Contract Price, properly attributable to the parts of the System executed by the MSP as of the
date of termination;
• the costs reasonably
nably incurred by the MSP in the removal of the MSP’s Equipment from the site and
in the repatriation of the MSP’s and its Subcontractors’ personnel;
• any amount to be paid by the MSP to its Subcontractors in connection with the termination of any
subcontracts,
acts, including any cancellation charges;
• costs incurred by the MSP in protecting the System and leaving the site in a clean and safe condition
pursuant to Clause 15.2; and
• the cost of satisfying all other obligations, commitments, and claims that the MSP may in good faith
have undertaken with third parties in connection with the Contract and that are not covered by
Clause 15.3 (d) above.
Termination of this Agreement due to bankruptcy of Managed Service Provider

(a) BEST may serve written notice on Managed Service Provider at any time to terminate this
Agreement with immediate effect in the event that the Managed Service Provider reporting an
apprehension of bankruptcy to BEST or its nominated agencies
20.4 Suspension
a) The Managed
naged Service Provider shall, if ordered in writing by BEST,, temporarily suspend the
performance of any services or any part thereof under this Agreement for such specified/ ordered period
and time. BEST shall inform the Managed Service Provider about such suspension at least 30 days in
advance. The Managed Service Provider shall not be entitled to claim compensation for any loss or
damage sustained by it by reason of such temporary suspension of the work for a continuous period of
30 days. BEST may considerr suitable compensation to the Managed Service Provider in event of
suspension extending beyond a continuous period of 30 days. An extension of time for completion,
corresponding with the delay caused by any such suspension of the works as aforesaid shall be granted
to the Managed Service Provider, if written request for the same is made. In case the suspension of
works lasts for a period of more than 3 months, the Managed Service Provider shall have the right to
request BEST to pay reasonable immobilization
immobilization and mobilization charges as may be consented to by
BEST.
b) In the event that BEST suspends the progress of work for a period in excess of 30 days in aggregate,
rendering the Managed Service Provider to extend its performance guarantee then BEST shall bear only
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the cost of extension of such bank guarantee for such extended period restricted to the normal bank
rates as applicable in the banking procedures subject to the Managed Service Provider producing the
requisite evidence from the bank concerned.
c) BEST may suspend this Agreement only (i) prior to giving consent to the Managed Service Provider for
purchase of goods and production licenses; and (ii) after the Go
Go-Live.
d) Notwithstanding the foregoing in clause 16, Order for Infrastructure items including Har
Hardware, Software
licenses and other system software etc. shall be placed by the Managed Service Provider only after
receipt of written confirmation from BEST in this regard. BEST may request the Managed Service
Provider for deferment of procurement of such components for maximum period of twelve months. In
such case the Managed Service Provider will be paid a pre-defined
pre defined maintenance cost for the application
support and the team deployed. In case BEST requests for deferment of procurement of infrastructure
thee timelines will extend accordingly. Also, the SLA relating to infrastructure will apply from the date
when BEST gives intimation to the Managed Service Provider to start procurement.
21 16. INDEMNIFICATION & LIMITATION OF LIABILITY

a) Subject to Clause 16.2 below,
ow, Managed Service Provider (the "Indemnifying Party") undertakes to
indemnify BEST (the "Indemnified Party") from and against all Losses on account of bodily injury, death
or damage to tangible personal property arising in favor of any person, corporation or other entity
(including the Indemnified Party) attributable to the Indemnifying Party's negligence or willful default in
performance or non-performance
performance under this Agreement.
b) If the Indemnified Party promptly notifies Indemnifying Party in writing of a third party claim against
Indemnified Party that any Service provided by the Indemnifying
Indemnifying Party infringes a copyright, trade secret
or patents incorporated in India of any third party, Indemnifying Party will defend such claim at its
expense and will pay any costs or damages that may be finally awarded against Indemnified Party.
c) Indemnifying
ifying Party will not indemnify the Indemnified Party, however, if the claim of infringement is
caused by
• Indemnified Party’s misuse or modification of the Service;
• Indemnified Party’s failure to use corrections or enhancements made available by the
Indemnifying Party;
• Indemnified Party’s use of the Service in combination with any product or information not owned
or developed by Indemnifying Party;
• Indemnified Party’s
’s distribution, marketing or use for the benefit of third parties of the Service; or
• information, direction, specification or materials provided by Indemnified Party or any third party
contracted to it. If any Service is or likely to be held to be infringing,
infringing, Indemnifying Party shall at its
expense and option either
o procure the right for Indemnified Party to continue using it,
o replace it with a non-infringing
non equivalent,
o modify it to make it non
non-infringing.
infringing. The foregoing remedies constitute Indemnified Party’s
sole and exclusive remedies and Indemnifying Party’s entire liability with respect to
infringement.
d) The indemnities set out in Clause 16 shall be subject to the following conditions:
(i) the Indemnified Party as promptly as practicable informs the Indemnifying
Indemnifying Party in writing of the claim or
proceedings and provides all relevant evidence, documentary or otherwise;
(ii) the Indemnified Party shall, at the cost of the Indemnifying Party, give the Indemnifying Party all reasonable
assistance in the Defence off such claim including reasonable access to all relevant information,
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documentation and personnel provided that the Indemnified Party may, at its sole cost and expense,
reasonably participate, through its attorneys or otherwise, in such Defense;
(iii) if the Indemnifying
demnifying Party does not assume full control over the Defense of a claim as provided in this Article,
the Indemnifying Party may participate in such Defense at its sole cost and expense, and the Indemnified
Party will have the right to defend the claim in such manner as it may deem appropriate, and the cost and
expense of the Indemnified Party will be included in Losses;
(iv) the Indemnified Party shall not prejudice, pay or accept any proceedings or claim, or compromise any
proceedings or claim, without the written
ritten consent of the Indemnifying Party;
(v) all settlements of claims subject to indemnification under this Clause will:
a. be entered into only with the consent of the Indemnified Party, which consent will not be
unreasonably withheld and include an uncondit unconditional
ional release to the Indemnified Party from the
claimant or plaintiff for all liability in respect of such claim; and
b. include any appropriate confidentiality agreement prohibiting disclosure of the terms of such
settlement;
(vi) count to the Indemnifying Party for all awards, settlements, damages and costs
the Indemnified Party shall account
(if any) finally awarded in favor of the Indemnified Party which are to be paid to it in connection with any such
claim or proceedings;
(vii) the Indemnified Party shall take steps tthat
hat the Indemnifying Party may reasonably require to mitigate or
reduce its loss as a result of such a claim or proceedings;
(viii) in the event that the Indemnifying Party is obligated to indemnify an Indemnified Party pursuant to this
Article, the Indemnifying Party will, upon payment of such indemnity in full, be subrogated to all rights and
defenses of the Indemnified Party with respect to the claims to which such indemnification relates; and
(ix) if a Party makes a claim under the indemnity set out under Clause 16.1 above in respect of any particular
Loss or Losses, then that Party shall not be entitled to make any further claim in respect of that Loss or
Losses (including any claim for damages).
e) The liability of either Party (whether in contract, tort, negligence,
negligence, strict liability in tort, by statute or
otherwise) for any claim in any manner related to this Agreement, including the work, deliverables or
Services covered by this Agreement, shall be the payment of direct damages only which shall in no
event exceed one time the total contract value payable under this Agreement. The liability cap given
under this Clause 16.3 shall not be applicable to the indemnification obligations set out in Clause 16 and
breach of clause 12 - 'Safety and Security' and clause 18 - 'Confidentiality'.
f) In no event shall either party be liable for any consequential, incidental, indirect, special or punitive
damage, loss or expenses (including but not limited to business interruption, lost business, lost profits, or
lost savings) nor for any third party claims (other than those set
set-forth
forth in Clause 16.1) even if it has been
advised of their possible existence.
g) The allocations of liability in this Section 16 represent the agreed and bargained-for
bargained for understanding of the
parties and compensation n for the Services reflects such allocations. Each Party has a duty to mitigate
the damages and any amounts payable under an indemnity that would otherwise be recoverable from
the other Party pursuant to this Agreement by taking appropriate and commerciall
commerciallyy reasonable actions to
reduce or limit the amount of such damages or amounts.
22 17. FORCE MAJEURE

22.1 Definition of Force Majeure
The Managed Service Provider or BEST as the case may be, shall be entitled to suspend or excuse
performance of its respective obligations under this Agreement to the extent that such performance is impeded
by an event of force majeure (“Force Majeure”). “Force Majeure” shall mean any event beyond
beyond the reasonable
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control of BEST or of the MSP, as the case may be, and which is unavoidable notwithstanding the reasonable
care of the party affected.
22.2 Force Majeure events

a) A Force Majeure shall include, without limitation, the following:
• war, hostilities, or warlike operations (whether a state of war be declared or not), invasion,
act of foreign enemy, and civil war;
• strike, sabotage, lockout, embargo, import restriction, port congestion, lack of usual means of
public transportation and communication,
communication, industrial dispute, shipwreck, shortage or restriction
of power supply, epidemics, quarantine, and plague;
• earthquake, landslide, volcanic activity, fire, flood or inundation, tidal wave, typhoon or
cyclone, hurricane, storm, lightning, or oother
ther inclement weather condition, nuclear and
pressure waves, or other natural or physical disaster;
b) If either party is prevented, hindered, or delayed from or in performing any of its obligations under the
Contract by an event of Force Majeure, then it shall
shall notify the other in writing of the occurrence of
such event and the circumstances of the event of Force Majeure within fourteen (14) days after the
occurrence of such event.
c) The party who has given such notice shall be excused from the performance or punctual
performance of its obligations under the Contract for so long as the relevant event of Force Majeure
continues and to the extent that such party’s performance is prevented, hindered, or delayed. The
time for achieving Final Acceptance shall be extended.
ext
d) The party or parties affected by the event of Force Majeure shall use reasonable efforts to mitigate
the effect of the event of Force Majeure upon its or their performance of the Contract and to fulfill its
or their obligations under the Contract, but without prejudice to either party’s right to terminate the
Contract under Clause 17.
e) No delay or non-performance
performance by either party to this Contract caused by the occurrence of any event
of Force Majeure shall:
• constitute a default or breach of the Contr
Contract;
• give rise to any claim for damages or additional cost or expense occasioned by the delay or
non-performance,
if, and to the extent that, such delay or non
non-performance
performance is caused by the occurrence of an event of Force
Majeure.
f) If the performance of the Contract is substantially prevented, hindered, or delayed for a single period
of more than sixty (60) days on account of one or more events of Force Majeure during the time
period covered by the Contract, the parties will attempt to develop a mutually sati satisfactory solution,
failing which, either party may terminate the Contract by giving a notice to the other.
g) In the event of termination pursuant to Clause 17, the rights and obligations of BEST and the MSP
shall be as specified in the clause titled Termina
Termination.
h) Notwithstanding Clause 17.2 (e), Force Majeure shall not apply to any obligation of BEST to make
payments to the MSP under this Contract.
i) For the avoidance of doubt, it is expressly clarified that the failure on the part of the MSP under this
Agreementnt or the SLA to implement any disaster contingency planning and back-upback and other data
safeguards in accordance with the terms of this Agreement or the SLA against natural disaster, fire,
sabotage or other similar occurrence shall not be deemed to be a Fo Force
rce Majeure event. For the
avoidance of doubt, it is further clarified that any negligence in performance of Services which
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directly causes any breach of security like hacking aren’t the forces of nature and hence wouldn’t be
qualified under the definition of “Force Majeure”. In so far as applicable to the performance of
Services, Managed Service Provider will be solely responsible to complete the risk assessment and
ensure implementation of adequate security hygiene, best practices, processes and technolog
technology to
prevent any breach of security and any resulting liability therefrom (wherever applicable).
23 18. CONFIDENTIALITY
a) BEST or its nominated agencies shall allow the Managed Service Provider to review and utilize
highly confidential public records and the Ma
Managed
naged Service Provider shall maintain the highest level
of secrecy, confidentiality and privacy with regard thereto.
b) Additionally, the Managed Service Provider shall keep confidential all the details and information with
regard to the Project, including sy
systems,
stems, facilities, operations, management and maintenance of the
systems/facilities.
c) BEST shall retain all rights to prevent, stop and if required take the necessary punitive action against
the Managed Service Provider regarding any forbidden disclosure.
d) The
he Managed Service Provider shall execute a corporate non
non-disclosure
disclosure agreement with BEST in
the format provided by BEST and shall ensure that all its employees, agents and sub
sub-contractors
involved in the project execute individual non-disclosure
non agreements,, which have been duly
approved by BEST with respect to this Project.
e) For the avoidance of doubt, it is expressly clarified that the aforesaid provisions shall not apply to the
following information:
• information already available in the public domain;
• information which has been developed independently by the Managed Service Provider;
• information which has been received from a third party who had the right to disclose the
aforesaid information;
• Information which has been disclosed to the public pursuan
pursuantt to a court order.
f) To the extent the Managed Service Provider shares its confidential or proprietary information with
BEST for effective performance of the Services, the provisions of the Clause 18.1 to 18.3 shall apply
mutatis mutandis on BEST.
g) Notwithstanding anything to the contrary mentioned hereinabove, the MSP shall have the right to
share the Letter of Intent / work order provided to it by BEST in relation to this Agreement, with it’s
prospective purchasers solely for the purpose of and with
with the intent to evidence and support its work
experience under this Agreement.
24 19. AUDIT, ACCESS AND REPORTING

a) The Managed Service Provider shall allow access to BEST to all information which is in the
possession or control of the Managed Service Provider and which relates to the provision of the
Services as set out in the Audit, Access and Reporting Schedule and which is reasonably required
by BEST to comply with the terms of the Audit, Access and Reporting Schedule set out as Schedule
IV of this Agreement.. Such audit rights shall be conducted once in six months.
25 20. INTELLECTUAL PROPERTY RIGHTS

a) Products and fixes: All products and related solutions and fixes provided pursuant to this work order
shall be licensed according to the terms of the license agreement
agreement packaged with or otherwise
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applicable to such product. Managed Service Provider would be responsible for arranging any
licenses associated with products. “Product” means any computer code, web web-based services, or
materials comprising commercially released,
relea pre-release
release or beta products (whether licensed for a fee
or no charge) and any derivatives of the foregoing which are made available to BEST for license
which is published by product owner or its affiliates, or a third party. “Fixes” means product fix
fixes that
are either released generally (such as commercial product service packs) or that are provided to you
when performing services (such as workarounds, patches, bug fixes, beta fixes and beta builds) and
any derivatives of the foregoing.
b) Bespoke development:
pment: Subject to the provisions of Clause 20 (c) and 20 (d) below, upon payment,
the IPR rights for any bespoke development done during the implementation of the project will lie
with BEST.
c) Pre-existing
existing work: All IPR including the source code and materials
materials developed or otherwise obtained
independently of the efforts of a party under this Agreement (“pre-existing
(“pre existing work”) including any
enhancement or modification thereto shall remain the sole property of that party. During the
performance of the services for this agreement, each party grants to the other party (and their sub sub-
contractors as necessary) a non non-exclusive
exclusive license to use, reproduce and modify any of its pre pre-
existing work provided to the other party solely for the performance of such services for duration
dur
of the Term of this Agreement. Except as may be otherwise explicitly agreed to in a statement of
services, upon payment in full, the Managed Service Provider should grant BEST a non-exclusive,
perpetual, fully paid-up
up license to use the pre-existing
pre work in the form delivered to BEST as part of
the service or deliverables only for its internal business operations. Under such license, either of
parties will have no right to sell the pre
pre-existing
existing work of the other party to a Third Party. BEST’s
license to pre-existing
existing work is conditioned upon its compliance with the terms of this Agreement and
the perpetual license applies solely to the pre-existing
pre existing work that bidder leaves with BEST at the
conclusion of performance of the services.
d) Residuals: In no event shall Managed Service Provider be precluded from independently developing
for itself, or for others, anything, whether in tangible or non
non-tangible
tangible form, which is competitive with,
or similar to, the deliverables, set-out
set in this Agreement or Annexure. In addition, subject to the
confidentiality obligations, Managed Service Provider shall be free to use its general knowledge,
skills and experience, and any ideas, concepts, know
know-how,
how, and techniques that are acquired or used
in the course of providing the Services.
Ser
26 21. WARRANTY
26.1 Standard:
a) The MSP warrants that the Project, including all the system(s), materials and goods supplied
pursuant to the Agreement, shall be free from any defect or deficiency in the material, design,
engineering, and workmanship that prevent
prevent the system and/or any of its systems(s) from fulfilling the
technical requirements or that limit in a material fashion the performance, reliability, or extensibility of
the system and/or any of its sub
sub-system(s).
system(s). Commercial warranty provisions of prod products supplied
under the Agreement shall apply to the extent they do not conflict with the provisions of this
Agreement.
b) The MSP also warrants that the products, materials and other goods supplied under the Agreement
are new, unused and incorporate all recent recent improvements in design that materially affect the
system’s or subsystem’s ability to fulfill the technical requirements specified in the RFP.
c) In addition, the MSP warrants that all Goods components to be incorporated into the System form
part of the MSP/OEM’s
SP/OEM’s and/or Subcontractor’s current product lines.
d) The warranty period shall commence from the date of Final Acceptance of the entire system (end of
Phase II as per Volume 2 of this RFP) or on expiry of the products commercial warranty, whichever
is earlier
rlier and shall extend for as follows:
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Component Period
Hardware Till the end of Agreement

COTS Software 1 year post completion of the agreement
Bespoke Software 1 year post completion of the agreement
e) If during the warranty period any defect or deficiency is found in the material, design and
performance/workmanship of the Project and other Services provided by the MSP, the MSP shall
promptly, in consultation and agreement with Purchaser, and at the Implementation Agency’s sole
cost repair, replace,
e, or otherwise make good (as the MSP shall, at its discretion, determine) such
default, defect or deficiency as well as any damage to the system caused by such default, defect or
deficiency. Any defective component, excluding hard disks, that has been replaced
replaced by the MSP shall
remain the property of the MSP.
f) The MSP may, with the consent of BEST,, remove from the site any product and other goods that are
defective, if the nature of the defect, and/or any damage to the System caused by the defect, is such
that
at repairs cannot be expeditiously carried out at the site. If the repair, replacement, or making good
is of such a character that it may affect the efficiency of the System, BEST may give the MSP notice
requiring that tests of the defective part be made by by the IA immediately upon completion of such
remedial work, whereupon the MSP shall carry out such tests. If such part fails the tests, the MSP
shall carry out further repair, replacement, or making good (as the case may be) until that part of the
System passes
asses such tests. The tests shall be agreed upon by BEST and the MSP.
g) If the MSP fails to commence the work necessary to remedy such defect or any damage to the
System caused by such defect within a reasonable time period, BEST may, following notice to the
MSP, proceed to do such work or contract a third party (or parties) to do such work, and the
reasonable costs incurred by BEST in connection with such work shall be paid to BEST by the MSP
or may be deducted by the BEST from any amount due to the MSP.
h) If the System or any of its sub
sub-systems
systems cannot be used by reason of such default, defect or
deficiency and/or making good of such default, defect or deficiency, the warranty period for the
Project shall be extended by a period equal to the period during which the Project or any of its
system could not be used by BEST because of such defect and/or making good of such default,
defect or deficiency.
i) Items substituted for defective parts of the System during the Warranty Period shall be covered by
the Warranty for the remainder of the Warranty Period applicable for the part replaced or three (3)
months, whichever is greater.
j) The MSP shall have no liability in the case of breach of this warranty due to (i) use of the
deliverables on any environment (hardware or soft software)
ware) other than the environment recommended
or approved by the MSP, (ii) the combination, operation, or use of some or all of the deliverables with
information, software, specifications, instructions, data, or materials not approved by the MSP; (iii)
the deliverables having been tampered with, altered or modified by BEST without the written
permission of MSP, or (iv) use of the deliverables otherwise than in terms of the relevant
documentation
k) Implied Warranty: The warranties provided herein are in lieu of all other warranties, both express and
implied, and all other warranties, including without limitation that of merchantability or fitness for
intended purpose is specifically disclaimed.
l) The Managed Service Provider shall have no liability in the case of breach of this warranty due to (i)
use of the deliverables on any environment (hardware or software) other than the environment
recommended or approved by the Managed Service Provider, (ii) the combination, operation, or use
of some or all of the deliverables
deliverables with information, software, specifications, instructions, data, or
materials not approved by the Managed Service Provider; (iii) the deliverables having been tampered
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with, altered or modified by BEST without the written permission of the Managed Servi
Service Provider, or
(iv) use of the deliverables otherwise than in terms of the relevant documentation.
27 22. LIQUIDATED DAMAGES

a) Time is the essence of the Agreement and the delivery dates are binding on the MSP. In the event of
delay or any gross negligence in implementation of the project before Go-Live,
Go Live, for causes solely
attributable to the MSP, in meeting the deliverables, BEST shall be entitled at its option to recover
from the MSP as agreed, liquidated damages, as defined in SLA for each completed week or part
thereof subject to a limit of 10% of the total contract value.
b) The Parties agree that SLA penalties defined in the Service Service Level Agreement are liquidated
damages and that the deduction of any Service Credit by BEST shall be it’s exclusive monetary
remedy for failure of MSP to meet the Service Levels and is in full and final settlement of any claim
which BEST may have for Losses caused by the failure to meet a Service Level to which a Service
Credit applies, provided that this Clause shall not limit the exercise by BEST of its rights to terminate
the Agreement for Material Breach and the associated consequences of terminati
termination.
28 23. Escrow Agreement

a) MSP shall comply with the escrow provisions below for all Bespoke Development & customized codes
as defined within the RFP (including subcontractor-owned
subcontractor owned materials and other Third Party Material
incorporated in MSP’s Proprietary M
Material)
aterial) , except to the extent MSP demonstrates to the satisfaction
of the BEST that compliance is not permitted by the nature of MSP’s limited rights in such material.
b) Within ninety (90) days after BEST’s
BEST’s acceptance of the Solution, the Parties shall ententer into a software
escrow agreement (“Escrow Agreement”) with a reputable, independent, third party that provides
software escrow services among its principal business offerings (“Escrow Agent”). The Escrow
Agreement shall provide for the regular deposit into into escrow of all source code (including without
limitation all make files, configurational files, data tables upon which execution is dependent, and the
like, collectively the “Source Code”), object code, and documentation with respect to all Public Mater
Material
and Implementation Agency’s Proprietary Material (and cumulative updates thereof), together with (a)
continually updated instructions as to the compilation, installation, configuration, deployment, and use of
the Source Code, and (b) a list of all nonnon-deposited
deposited third party software used in conjunction with the
Source Code to provide the full functionality of the deposited materials. In the event of the termination or
expiration of the initial Escrow Agreement or any successor agreement, with minimal del delay the Parties
shall enter into a substantially equivalent agreement with a successor provider of software escrow
services (who shall then be known as the “Escrow Agent”).
c) MSP will make its initial deposit of Source Code within fifteen (15) days after the effective date of the
Escrow Agreement.
d) MSP shall periodically update the escrow deposit as the Parties shall agree in the Escrow Agreement. In
addition to other usual and customary terms, the Escrow Agreement shall provide that BEST shall be
entitled to obtain
btain the deposited materials from escrow upon the BEST’s ’s making a proper claim for
release from escrow in the event that (c) proper written notice is given to the Escrow Agent that release
of the copy of the deposited materials is pursuant to applicable MSP bankruptcy, insolvency,
reorganization, or liquidation statute; (d) MSP files articles of dissolution (but not if MSP is consolidated
or merged into another entity); (e) the Contract expires or terminates for Material Breach of MSP.
e) The release of deposited
ited materials from escrow shall not confer upon BEST any right of ownership in the
deposited materials or the underlying intellectual property embodied therein. In the event of the release
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of deposited materials to BEST from escrow, BEST shall use the deposited
osited materials solely for the
benefit of BEST and its constituents.
f) The release of materials from escrow, without more, shall not cause any further amounts to accrue as
payable to MSP by BEST,, and the term of the BEST’s’s possessory and usage rights with respect
r to the
released materials shall be perpetual.
g) The Escrow Agreement shall provide for its automatic termination upon the earlier of five (5) years after
the expiration or termination of this Contract, or, release of all Source Code to BEST and the BEST’s
subsequent confirmation of compliance with the terms of the Escrow Agreement. MSP shall pay the
escrow costs, as well as all costs associated with causing its subcontractors and other third parties to
abide by the Escrow Agreement.
29 24. INSURANCE COVER

29.1 Obligation to maintain insurance
In connection with the provision of the Services, the Managed Service Provider must have and maintain
(a) for the Agreement Period, valid and enforceable insurance coverage for
(i) public liability;
(ii) either professional indemnity or errors and omissions;
(iii) product liability;
(iv) theft, fire and natural calamity
(v) workers compensation as required by law; and
(vi) any additional types specified in Schedule I; and
(b) for one year following the expiry or termination of the Agreement valid and enforceable insurance policies (if
relevant) in the amount not less than the Insurance Cover specified in Schedule I.
29.2 Certificates of currency

The Managed Service Provider must, on request by BEST,, provide current relevant confirmation confirm of
insurancedocumentation from its insurance brokers certifying that it has insurance as required by this Clause
24.The Managed Service Provider agrees to replace any coverage prior to the date of expiry/cancellation.
29.3 Non-compliance
BEST may, at its election, terminate this Agreement upon the failure of Managed Service Provider, or notification
of such failure, to maintain the required insurance coverage. Inadequate insurance coverage for any reason
shall not relieve Managed Service Provider of its obligations
o under this Agreement.
30 25. MISCELLANEOUS
30.1 Personnel
(a) The personnel assigned by Managed Service Provider to perform the Services shall be employees of
Managed Service Provider or its subcontractor(s), and under no circumstances shall such personnepersonnel be
considered employees of BEST.. The Managed Service Provider shall have the sole responsibility for the
supervision and control of the personnel deployed in the Project and for payment of such personnel’s
compensation, including salary, withholding of iincome
ncome taxes and social security taxes, worker’s
compensation, employee and disability benefits and the like and shall be responsible for all obligations of an
employer subject to Applicable Law.
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(b) The Managed Service Provider shall use its best efforts to e
ensure
nsure that sufficient Managed Service Provider
personnel are assigned to perform the Services and those personnel have appropriate qualifications to
perform the Services. After discussion with Managed Service Provider, BEST shall have the right to require
the removal or replacement of any Managed Service Provider personnel performing work under this
Agreement based on bonafide reasons. In the event that BEST requests that any Managed Service Provider
personnel be replaced, the substitution of such personnel shall be accomplished pursuant to a mutually
agreed upon schedule.
(c) In the event that BEST and Managed Service Provider identify any personnel of Managed Service Provider
as “Key Personnel”, then the Managed Service Provider shall not remove such personne
personnel from the Project
without the prior written consent of BEST unless such removal is the result of an unavoidable circumstance
including but not limited to resignation, termination, medical leave, etc.
(d) Except as stated in this Clause, nothing in this Agreement
Agreement or the SLA will limit the ability of Managed Service
Provider to freely assign or reassign its employees; provided that Managed Service Provider shall be
responsible, at its expense, for transferring all appropriate knowledge from personnel being replaced
repl to their
replacements. BEST shall have the right to review and approve Managed Service Provider’s plan for any
such knowledge transfer. Managed Service Provider shall maintain the same or higher standards for skills
and professionalism among replacement
replaceme personnel as in personnel being replaced.
(e) Each Party shall be responsible for the performance of all its obligations under this Agreement or the SLA as
the case may be and shall be liable for the acts and omissions of its employees and agents in connection
connec
therewith.
(f) Neither Party will solicit for employment or knowingly hire an employee of the other Party with whom such
Party has contact pursuant to project engagements under this Agreement. This restriction shall not apply to
employees of either Party responding to advertisements in job fairs or news media circulated to the general
public.
30.2 Independent Contractor

Nothing in this Agreement or the SLA shall be construed as establishing or implying any partnership or joint
venture between the Parties to this Agreement or the SLA and, except as expressly stated in this Agreement or
the SLA, nothing in this Agreement or the SLA shall be deemed to constitute any Parties as the agent of any
other Party or authorizes either Party to:
(a) incur any expenses on behalf of the other Party;
(b) enter into any engagement or make any representation or warranty on behalf of the other Party;
(c) pledge the credit of or otherwise bind or oblige the other Party; or
(d) Commit the other Party in any way whatsoever without in each case obtaining the other Part
Party’s prior written
consent.
30.3 Sub-contractors
Except the work permitted to be sub-contracted,
contracted, Managed Service Provider shall not subcontract any work
without BEST’s’s prior written consent. However, the Managed Service Provider shall provide the list of all the th
other services planned to be sub contracted, within 30 days of signing the Agreement. It is clarified that the
Managed Service Provider shall be the princ
principal employer for all claims arising from the liabilities statutory or
otherwise, concerning the sub-contractors.
contractors. The Service provider undertakes to indemnify BEST from any claims
on the grounds stated hereinabove. Notwithstanding the sub sub-contracting,
contracting, the Managed Service Provider shall
remain solely responsible for and liable for successful delivery of Deliverables
Deliverables and accomplishment of the
Project.
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30.4 Assignment
(a) All terms and provisions of this Agreement shall be binding on and shall inure to the benefit of BEST and
their respective successors and permitted assigns.
(b) Subject to Clause 4.4, the Managed Serv Service
ice Provider shall not be permitted to assign its rights and
obligations under this Agreement to any third party.
(c) BEST may assign or novate all or any part of this Agreement and Schedules/Annexures, and the Managed
Service Provider shall be a party to suc
such
h novation, to any third party contracted to provide outsourced
services to BEST or any of its nominees.
30.5 Trademarks, Publicity

Neither Party may use the trademarks of the other Party without the prior written consent of the other Party
except that Managed d Service Provider may, upon completion, use the Project as a reference for credential
purpose. Except as required by law or the rules and regulations of each stock exchange upon which the
securities of one of the Parties is listed, neither Party shall publish
publish or permit to be published either along or in
conjunction with any other person any press release, information, article, photograph, illustration or any other
material of whatever kind relating to this Agreement, the SLA or the business of the Parties without prior
reference to and approval in writing from the other Party, such approval not to be unreasonably withheld or
delayed provided however that Managed Service Provider may include BEST or its client lists for reference to
third parties subject to the prior written consent of BEST not to be unreasonably withheld or delayed. Such
approval shall apply to each specific case and relate only to that case.
30.6 Notices
(a) Any notice or other document which may be given by either Party under this Agreement or under und the SLA
shall be given in writing in person or by pre-paid
pre paid recorded delivery post, email or by facsimile transmission.
(b) In relation to a notice given under this Agreement, any such notice or other document shall be addressed to
the other Party’s principal
al or registered office address as set out below:
Shri. XXXXX
<< ADDRESS>>
Email:
With a copy to:
Managed Service Provider

Tel:
Fax:
Email:
Contact:
(c) In relation to a notice given under the MSA / SLA, a Party shall specify the Parties’ address for service of
notices, any such notice to be copied to the Parties at the addresses set out in this Clause.
(d) Any such notice or other document shall be deemed to have been given to the other Party (or, if relevant, its
relevant associated company) when delivered (if delivered in person) if delivered between the hours of 9.30
am and 6.00 pm at the address of the other Party set forth above or if sent by fax, provid
provided the copy fax is
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accompanied by a confirmation of transmission, or on the next working day thereafter if delivered outside
such hours, and 7 days from the date of posting (if by letter) or if sent by email.
(e) Either Party to this Agreement or to the SLA mmay
ay change its address, telephone number, facsimile number
and nominated contact for notification purposes by giving the other reasonable prior written notice of the new
information and its effective date.
30.7 Variations and Further Assurance

(a) No amendment, variation
riation or other change to this Agreement or the SLA shall be valid unless authorized in
accordance with the change control procedure as set out in the Change Control Schedule set out in
Schedule II of this Agreement. Such amendment shall be made in writin
writing
g and signed by the duly authorized
representatives of the Parties to this Agreement or the SLA.
(b) Each Party to this Agreement or the SLA agrees to enter into or execute, without limitation, whatever other
agreement, document, consent and waiver and to do all other things which shall or may be reasonably
required to complete and deliver the obligations set out in this Agreement or the SLA.
30.8 Severability and Waiver

(a) If any provision of this Agreement or the SLA, or any part thereof, shall be found by any cour court or
administrative body of competent jurisdiction to be illegal, invalid or unenforceable the illegality, invalidity or
unenforceability of such provision or part provision shall not affect the other provisions of this Agreement or
the SLA or the remainderr of the provisions in question which shall remain in full force and effect. The
relevant Parties shall negotiate in good faith in order to agree to substitute for any illegal, invalid or
unenforceable provision a valid and enforceable provision which achieves
achieves to the greatest extent possible the
economic, legal and commercial objectives of the illegal, invalid or unenforceable provision or part provision.
(b) No failure to exercise or enforce and no delay in exercising or enforcing on the part of either Party to this
Agreement or the SLA of any right, remedy or provision of this Agreement or the SLA shall operate as a
waiver of such right, remedy or provision in any future application nor shall any single or partial exercise or
enforcement of any right, remedy or provision preclude any other or further exercise or enforcement of such
right, remedy or provision or the exercise or enforcement of any other right, remedy or provision.
30.9 Compliance with Applicable Law

Each Party to this Agreement accepts that its indi
individual
vidual conduct shall (to the extent applicable to its business like
the Managed Service Provider as an information technology service provider) at all times comply with all laws,
rules and regulations of government and other bodies having jurisdiction over the area in which the Services are
undertaken provided that changes in such laws, rules and regulations which result in a change to the Services
shall be dealt with in accordance with the Change Control Schedule set out in Schedule II of this Agreement.
30.10 Professional Fees

All expenses incurred by or on behalf of each Party to this Agreement and the SLA, including all fees of agents,
legal advisors, accountants and actuaries employed by either of the Parties in connection with the negotiation,
preparation and
nd execution of this Agreement or the SLA shall be borne solely by the Party which incurred them.
30.11 Ethics
The Managed Service Provider represents, warrants and covenants that it has given no commitments,
payments, gifts, kickbacks, lavish or expensive ente
entertainment,
rtainment, or other things of value to any employee or agent
of BEST in connection with this agreement and acknowledges that the giving of any such payment, gifts,
entertainment, or other things of value is strictly in violation of BEST standard policies and a may result in
cancellation of this Agreement, or the SLA.
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30.12 Entire Agreement

This Agreement and the SLA with all schedules & annexures appended thereto and the contents and
specifications of the RFP constitute the entire agreement between the Parties with
with respect to their subject
matter, and as to all other representations, understandings or agreements which are not fully expressed herein,
provided that nothing in this Clause shall be interpreted so as to exclude any liability in respect of fraud,
misrepresentation and corrupt practice.
30.13 Amendment
Any amendment to this Agreement shall be made in accordance with the Change Control Schedule set out in
Schedule II of this Agreement by mutual written consent of all the Parties.
31 26. GOVERNING LAW AND DISPUTE R

RESOLUTION
(a) This Agreement shall be governed by and construed in accordance with the laws of India, without giving
effect to conflict of law rules. The parties expressly agree to exclude the application of the U.N. Convention
on Contracts for the International Sale of Goods (1980) to this Agreement and the performance of the parties
contemplated under this Agreement, to the extent that such convention might otherwise be applicable.
(b) Any dispute arising out of or in connection with this Agreement or the SLA shall in the first instance be dealt
with in accordance with the escalation procedure as set out in the Governance Schedule set out as
Schedule V of this Agreement.
(c) In case the escalations do not help in resolution of the problem within 3 weeks of escalation, both the parties
should agree on a mediator for communication between the two parties. The process of the mediation would
be as follows:
• Aggrieved party should refer the dispute to the identified mediator in writing, with a copy to the other pa
party.
Such a reference should contain a description of the nature of the dispute, the quantum in dispute (if any)
and the relief or remedy sought suitable.
• The mediator shall use his best endeavours to conclude the mediation within a certain number of days of his
appointment.
• If no resolution can be reached through mutual discussion or mediation within 30 days then the matter
should be referred to Experts for advising on the issue.
(d) In case the mediation does not help in resolution and it requires expertise
expertise to understand an issue, a neutral
panel of 3 experts, agreeable to both parties should be constituted. The process of the expert advisory would
be as follows:
• Aggrieved party should write to the other party on the failure of previous alternate dispute reresolution
processes within the timeframe and requesting for expert advisory. This is to be sent with a copy to the
mediator.
• Both parties should thereafter agree on the panel of experts who are well conversant with the issue under
dispute
• The expert panel shall use his best endeavours to provide a neutral position on the issue.
• If no resolution can be reached through the above means within 30 days then the matter should be referred
to Arbitration.
(e) Any dispute or difference whatsoever aris
arising
ing between the parties to this Contract out of or relating to the
construction, meaning, scope, operation or effect of this Contract or the validity of the breach thereof shall be
referred to a sole Arbitrator to be appointed by mutual consent of both the parties herein. If the parties
cannot agree on the appointment of the Arbitrator within a period of one month from the notification by one
party to the other of existence of such dispute, then the Arbitrator shall be appointed by the High Court of
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New Delhi,hi, India. The provisions of the Arbitration and Conciliation Act, 1996 will be applicable and the
award made there under shall be final and binding upon the parties hereto, subject to legal remedies
available under the law. Such differences shall be deemed
deemed to be a submission to arbitration under the Indian
Arbitration and Conciliation Act, 1996, or of any modifications, Rules or re-enactments
re enactments thereof. The
Arbitration proceedings will be held Delhi, India. Any legal dispute will come under the sole jurisdic
jurisdiction of
New Delhi, India
(f) Compliance with laws:Each party will comply with all applicable export and import laws and regulations.
(g) Risk of Loss:For each hardware item, Managed Service Provider bears the risk of loss or damage up to the
time it is delivered to
o the Managed Service Provider/
Provider/BEST-designated
designated carrier for shipment to BEST or
BEST‟s designated location.
(h) Third party components:Managed Service Provider will provide all third party components solely on a pass-
pass
through basis in accordance with the relevant
relevan third party terms and conditions.
IN WITNESS WHEREOF the Parties have by duly authorized

Representatives set their respective hands and seal on the date first above
Written in the presence of:
WITNESSES:
Signed by:
(Name and designation) For and on beha
behalf of BEST
(FIRST PARTY)
Signed by:
(Name and designation)
MANAGED SERVICE PROVIDER
(SECOND PARTY)
(Name and designation) For and on behalf of Managed Service Provider
Signed by:
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32 27. Schedule
32.1 SCHEDULE - I – DEFINITIONS
Term Definition
“Bidder” or “MSP” or Could be interchangeably used and it essentially Means the Organization who is fully
“Lead Bidder” responsible towards TMC for providing turnkey solution for Supply, Installation,
Implementation, Maintenance, and Operations of Software system, maintaining third party
DR services and provide related services as per the requirements and terms and
conditions specified in this tender / contract. The term SI shall be deemed to include the
SI's successors, representatives (approved by the Pur Purchaser),
chaser), heirs, executors,
administrators and permitted assigns, as the case may be, unless excluded by the terms of
the contract
Adverse Effect Means material adverse effect on

1. the ability of the Managed Service Provider to exercise any of its rights or
perform/discharge any of its duties/obligations under and in accordance with the
provisions of this Agreement and/or
2. the legal validity, binding nature or enforceability of this Agreement;
Agreement Means this Master Services Agreement, Service Level Agreement and Non Non-Disclosure
Agreement together with all Articles, Annexures, Schedules and the contents and
specifications of the RFP; In the event of a conflict between this Agreement and the
Schedules, the terms of the Agreement shall prevail;
Applicable Law(s) Means any statute, law, ordinance, notification, rule, regulation, judgment, order, decree,
bye-law,
law, approval, directive, guideline, policy, requirement or other governmental
go restriction
or any similar form of decision applicable to the relevant party and as may be in effect on
the date of the execution of this Agreement and during the subsistence thereof, applicable
to the Project;
Assets Means any data, informati

information,
on, deliverable, solutions, services, products and materials
tangible or intangible that are procured, produced, developed, installed, maintained and
serviced in due course of delivering the scope of Service provided by the Service Provider /
System Integrator
ator as per the requirements of the Volume I, II, III of this RFP
Bidder Means the Organization(s) on whose behalf the tender response has been submitted. In
case of Consortium, it shall mean the Organization responsible for meeting all obligations
of the Tender / Contract and shall necessarily be the System Integrator.
Business Day Means any day that is not a Sunday or a public holiday and starts at 9.30 AM.
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Business Hours Shall mean the working time for BEST users. For Web Server and other components which
enable successful usage of web portals of BEST the working time should be considered as
24 hours for all the days of the week. It is desired that IT maintenance, other batch
processes (like backup) etc. should be planned so that such backend activities
activiti have
minimum effect on the performance;
Commercial Off-The- refers to software products that are readymade and available for sale, lease, or license to
Shelf (‘COTS’) the general public
Confidential Means all information including project Data (whether in written, oral, electronic or other
Information format) which relates to the technical, financial and business affairs, dealers, suppliers,
products, developments, operations, processes, data, trade secrets, desi
design rights, know-
how, plans, budgets and personnel of each Party and its affiliates which is disclosed to or
otherwise learned by the other Party (whether a Party to this Agreement or to the SLA) in
the course of or in connection with this Agreement (includ
(including
ing without limitation such
information received during negotiations, location visits and meetings in connection with
this Agreement or the SLA);
Contract Means the Tender and all Annexes thereto, the Agreement entered into between the
selected Bidder together with the Purchaser as recorded in the Contract form signed by the
Purchaser and the Bidder including all Annexes thereto and the agreed terms as set out in
the bid, all documents incorporated by reference therein and amendments and
modifications to
o the above from time to time.
Contract Value Means the price payable to the bidder under this Contract for the full and proper
performance of its contractual obligations. The Contract Value shall be equal to the total
Bid Price
Control Means, in relation

on to any business entity, the power of a person to secure
1. by Means of the holding of shares or the possession of voting power in or in relation to
that or any other business entity, or
2. by virtue of any powers conferred by the articles of association or other document
regulating that or any other business entity, that the affairs of the first mentioned
business entity are conducted in accordance with that person’s wishes and in relation
to
o a partnership, Means the right to a share of more than one half of the assets, or of
more than one half of the income, of the partnership;
Deliverables Means the products, infrastructure and services agreed to be delivered by the Managed
Service Provider
der in pursuance of the agreement as listed in volumes I, II and III of the RFP
and defined more elaborately in the Volumes I and II of the RFPin relation to the
Implementation and the Maintenance phases and includes all documents related to the
user manual, l, technical manual, design, process and operating manuals, service
mechanisms, policies and guidelines (such as security related, data migration related), inter
alia payment and/or process related etc., source code and all its modifications;
Document Means
ans any embodiment of any text or image however recorded and includes any data,
text, images, sound, voice, codes or and databases or microfilm or computer generated
micro fiche
Effective Date Means the date on which this Contract comes into force. This Contract shall come into
force and effect on the date (the “Effective Date”) of the Purchaser’s notice to the MSP
instructing the MSP to begin carrying out the activities.
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Final Acceptance Test Shall be conducted on completion of the following:

1. Data Center operational,
2. Deployment & operational hardware and networking at requisite locations,
3. UAT of the overall integrated solution
Go-Live Means commissioning and integration of all the hardware including Data Center, Disaster
Recovery Center, the networks, the client side computing devices and all the software
applications, including the COTS product configured, customized and used successfu
successfully by
all the intended users of BEST for the scope of work as defined in the RFP
Intellectual Property Means and includes all rights in the Bespoke Software, its improvements, upgrades,
Rights enhancements, modified versions that may be made from time to time, database
generated, compilations made, source code and object code of the software, the said rights
including
ding designs, copyrights, trademarks, patents, trade secrets, moral and other rights
therein.
Intellectual Property Means any patent, copyright, trademark, trade name, service marks, brands, propriety
Rights (‘IPR’) information, Application Software whether
whether arising before or after the execution of this
Contract and the right to ownership and registration of these rights.
Material Breach Means a breach by either Party (BEST or Managed Service Provider) of any of its
obligations under this Agreement which has or is likely to have an Adverse Effect on the
Project which such Party shall have failed to cure;
Original Equipment Means the owner of the IPR or manufacturer of Goods for any equipment / system /
Manufacturer (‘OEM’) software / product which is pr
providing
oviding such goods to the Purchaser under the scope of this
Tender / Contract
Parties Means BEST and Managed Service Provider for the purposes of this Agreement and
“Party”” shall be interpreted accordingly;
Performance Bank “Performance Guarantee” and “Performance Bank Guarantee” shall mean the guarantee
Guarantee provided by a Nationalized / Scheduled Bank to BEST on behalf of the Managed Service
Provider for the amount specified in -as
as specified in respective Sections of the Volume I of
the RFP
Planned Application Means the unavailability of the application services due to maintenance activities such as
Downtime configuration changes, upgradation or changes to any supporting infrastructure wherein
prior intimation (at least two working days in advance) of such planned outage shall be
given and approval sought from BEST as applicable;
Project Means entire scope of work as envisaged in the Volumes I, II and III of the RFP including
Design, Development, Implementation, Operations, Management and Maintenance across
all the locations as envisaged in the RFP and as per the terms and conditions laid down in
the RFP and services in conformance to the SLA
Project Data Means all proprietary data of the project generated out of project operations and
transactions, documents and related information including but not restricted to user data
which the managed service Provider obtains, possesses or processes in the context of
providing the Services to the users pursuant to this Agreement and the SLA;
Project Means Project Implementation as per the testing standards and acceptance criteria
Implementation prescribed by BEST or its nominated agencies;
Purchaser Means Indian Ports Association (BEST)
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Replacement Means any third par

party
ty that BEST or its nominated agencies appoint to replace Managed
Managed Service Service Provider upon expiry of the Term or termination of this Agreement or the SLA to
Provider undertake the Services or part thereof;
Required Consents Means the consents, waivers, clearances and licenses to use BEST‟s
BEST Intellectual Property
Rights, rights and other authorizations as may be required to be obtained for the software
and other items that BEST or their nominated agencies are required to make a available to
Managed Service Provider pursuant to this Agreement;
Selected Bidder Means the Organization(s) selected by Purchaser as a result of the tendering process
described in this tender document
Service Level Means the level of service and other pperformance

erformance criteria which will apply to the Services
delivered by the Service provider as set out in the SLA
Services Means the services delivered to the Stakeholders of BEST or its nominated agencies,
employees of BEST or its nominated agencies, and to professionals or stakeholders as
defined in Volumes I, II and II of the RFP, using the tangible and intangible assets created,
procured, installed, managed and operated by the Managed Service Provider including the
tools of information and communications technology and includes but is not limited to the
list of services specified in Volume I and Volume II of the RFP
SLA Means the Performance and Maintenance SLA executed by and between Managed service
provider and BEST, in terms of the Service Level Requi
Requirements
rements as per the model set out in
this Agreement;
Software Means the software designed, developed / customized, tested and deployed by the
Managed Service Provider for the purposes of the rendering the Services to the
Stakeholders of the Project and includes the source code (in case of Bespoke
development) along with associated documentation, which is the work product of the
development efforts involved in the Project and the improvements and enhancements
effected during the term of the Project, but does does not include the third party software
products except for the customization components on such products (including the COTS
products used for the product), proprietary software components and tools deployed by the
Managed Service Provider and which, i.e.,
i.e., the bespoke software, shall be solely owned by
the BEST.
Third Party Systems Means systems (or any part thereof) in which the Intellectual Property Rights are not
owned by BEST or Managed Service Provider and to which Managed Service Provider has
been granted a license to use and which are used in the provision of Services.
System Means all of the components under the scope of this contract together as an integrated
solution
Goods Means all of the equipment, sub-systems,

sub systems, hardware, software, products accessories and/or
other material / items which the Bidder is required to supply, install and maintain under the
contract.
Data Means all information required for the system operations Or generated out of operations
and transactions including but not restricted to user data which the Implementation Agency
obtains, possesses or processes in the context of providing the Services to the users
pursuant to this Agreement
Bespoke Software Means is custom or tailor

tailor-made
made software developed for the Purchaser
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Deliverables Means the products, infrastructure and services agreed to be delivered by the
Implementation Agency in pursuance of the agreement as defined more elaborately in the
RFP, Implementation and the Maintenance phases and includes all documents related rela to
the user manual, technical manual, design, process and operating manuals, service
mechanisms, policies and guidelines (such as security related, data migration related), inter
alia payment and/or process related etc., source code and all its modifications;
modific
Software Means the software designed, developed / customized, tested and deployed by the
Implementation Agency for the purposes of the Project and includes the source code (in
case of Bespoke development) along with associated documentation, which is the work
product of the development efforts involved in the Project and the improvements and
enhancements effected during the term of the Project, but does not include the third party
software products (including the COTS products used for the product),
product) proprietary software
components and tools deployed by the Implementation Agency
Service Means the services delivered to the Stakeholders of Purchaser or its nominated agencies,
employees of Purchaser or its nominated agencies, and to professionals, using the tangible
and intangible assets created, procured, installed, managed and operated by the
Implementation Agency including the tools of information and communications technology.
32.2 SCHEDULE - II – CHANGE CONTROL SCHEDULE

a) This Schedule describes the
e procedure to be followed in the event of any proposed change to the
Master Service Agreement (“MSA”), Project Implementation Phase, SLA and Scope of Work and
Functional Requirement Specifications. Such change shall include, but shall not be limited to,
changes
hanges in the scope of services provided by the Managed Service Provider and changes to the
terms of payment as stated in the Terms of Payment Schedule.
b) BEST and MSP recognize that frequent change is an inevitable part of delivering services and that a
significant
gnificant element of this change can be accomplished by re-organizing
re organizing processes and
responsibilities without a material effect on the cost. The MSP will endeavor, wherever reasonably
practicable, to effect change without an increase in the terms of payment as stated in the Terms of
Payment Schedule and BEST will work with the Managed Service Provider to ensure that all
changes are discussed and managed in a constructive manner. This Change Control Schedule sets
out the provisions which will apply to all the changes to this agreement and other documents except
for the changes in SLAs for which a separate process has been laid out in the SLA Agreement.
a. CHANGE CONTROL NOTE ("CCN")

(i) Change requests in respect of the MSA, the Project Implementation, the operation, the SLA or
Scope of work and Functional Requirement specifications will emanate from the Parties'
respective Project Manager who will be responsible for obtaining approval fo
for the change and
who will act as its sponsor throughout the Change Control Process and will complete Part A of
the CCN attached as Annexure A hereto. CCNs will be presented to the other Party's Project
Manager who will acknowledge receipt by signature of the
t CCN.
(ii) The MSP and BEST,, during the Project Implementation Phase and BEST during the Operations
and Management Phase and while preparing the CCN, shall consider the change in the context
of the following parameter, namely whether the change is beyond the scope of Services including
ancillary and concomitant services required and as detailed in the RFP and is suggested and
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applicable only after the testing, commissioning and certification of the Pilot Phase and the
Project Implementation Phase as set out ini this Agreement.
(iii) It is hereby also clarified here that any change of control suggested beyond 15 % of the value of
this Project will be beyond the scope of the change control process and will be considered as the
subject matter for a separate bid process and a separate contract. It is hereby clarified that the
15 % of the value of the Project as stated in herein above is calculated on the basis of bid value
submitted by the Managed Service Provider and accepted by BEST or its nominated agencies or
as decided
ded and approved by BEST or it Nominated Agencies. For arriving at the cost / rate for
change up to 15% of the project value, the payment terms and relevant rates as specified in
Annexure D shall apply.
(iv) The SLAs defined in this contract are subject to modi
modifications/amendments
fications/amendments in view of the annual
review or to meet any other project requirements. Any such change in SLA will not be considered
as a change request.
b. Quotation
(i) The MSP shall assess the CCN and complete Part B of the CCN, in completing the Part B of the
CCN the MSP shall provide as a minimum:
1. a description of the change
2. a list of deliverables required for implementing the change;
3. a time table for implementation
implementation;
4. an estimate of any proposed change
5. any relevant acceptance criteria
6. an assessment of the value of the proposed change;
7. Material evidence to prove that the proposed change is not already covered within the Agreement
and the scope of work
(ii) Prior to submission
mission of the completed CCN to BEST,, the Managed Service Provider will
undertake its own internal review of the proposal and obtain all necessary internal approvals. As
a part of this internal review process, the MSP shall consider the materiality of the proposed
change in the context of the MSA and the Project Implementation affected by the change and the
total effect that may arise from implementation of the change.
c. Costs
Each Party shall be responsible for its own costs incurred in the quotation, prep
preparation
aration of CCNs and in the
completion of its obligations described in this process provided the MSP meets the obligations as set in the
CCN. In the event the MSP is unable to meet the obligations as defined in the CCN then the cost of getting it
done by third
ird party will be borne by the MSP.
d. Obligations
The MSP shall be obliged to implement any proposed changes once approval in accordance with above
provisions has been given, with effect from the date agreed for implementation and within an agreed timefram
timeframe.
MSP will not be obligated to work on a change until the parties agree in writing upon its scope, price and/or
schedule impact.
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32.3 SCHEDULE – III - EXIT MANAGEMENT SCHEDULE

1. PURPOSE
1.1. This Schedule sets out the provisions, which will apply on expiry or termin
termination
ation of the MSA, the Project
Implementation, Operation and Management SLA.
1.2. In the case of termination of the Project Implementation and/or Operation and Management, the Parties
shall agree at that time whether, and if so during what period, the provision
provisions
s of this Schedule shall
apply.
1.3. The Parties shall ensure that their respective associated entities carry out their respective obligations
set out in this Exit Management Schedule.
2. TRANSFER OF ASSETS
2.1. BEST shall be entitled to serve notice in writing on the MSP at any time during the exit management
period as detailed hereinabove requiring the MSP and/or its subcontractors to provide BEST with a
complete and up to date list of the Assets within 30 days of s
such notice. BEST shall then be entitled to
serve notice in writing on the MSP at any time prior to the date that is 30 days prior to the end of the exit
management period requiring the MSP to sell the assets, if any, to be transferred to BEST or its
nominated
ted agencies at book value as determined as of the date of such notice in accordance with the
provisions of relevant laws.
2.2. In case of contract being terminated by BEST, BEST reserves the right to ask MSP to continue running
the project operations for a period of 6 months after termination orders are issued.
2.3. Upon service of a notice under this Article the following provisions shall apply:
(i) In the event, if the Assets to be transferred
ansferred are mortgaged to any financial institutions by the MSP, the
MSP shall ensure that all such liens and liabilities have been cleared beyond doubt, prior to such
transfer. All documents regarding the discharge of such lien and liabilities shall be furnished
furnished to BEST.
(ii) All risk in and title to the Assets to be transferred / to be purchased by BEST pursuant to this Article shall
be transferred to BEST, at Go-Live.
Live.
(iii) MSP shall be paid the depreciated book value of the infrastructure cost and other assets. The
depreciation rates and method followed will be as per Income Tax Rules.
(iv) Payment to the outgoing MSP shall be made to the tune of last set of completed services / deliverables,
subject to SLA requirements.
(v) The outgoing MSP will pass on to BEST and/or to o the Replacement MSP, the subsisting rights in any
leased properties/ licensed products on terms not less favorable to BEST// Replacement MSP, than that
enjoyed by the outgoing MSP.
3. COOPERATION AND PROVISION OF INFORMATION

3.1. During the exit management period:
od:
(i) The Managed Service Provider will allow BEST or its nominated agency access to information
reasonably required to define the then current mode of operation associated with the provision of the
services to enable BEST to assess the existing services be
being delivered;
(ii) promptly on reasonable request by BEST,, the MSP shall provide access to and copies of all information
held or controlled by them which they have prepared or maintained in accordance with this agreement
relating to any material aspect of the services (whether provided by the Managed Service Provider or
sub-contractors
contractors appointed by the Managed Service Provider). BEST shall be entitled to copy of all such
information. Such information shall include details pertaining to the services rendered an
and other
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performance data. The Managed Service Provider shall permit BEST to have reasonable access to its
employees and facilities as reasonably required by the Chairman, Project Implementation Unit (PIU) to
understand the methods of delivery of the servic
services
es employed by the Managed Service Provider and to
assist appropriate knowledge transfer.
4. CONFIDENTIAL INFORMATION, SECURITY AND DATA

4.1. The Managed Service Provider will promptly on the commencement of the exit management period
supply to BEST or its nominated
ated agency the following:
(i) information relating to the current services rendered and customer and performance data relating to the
performance of consortium partners in relation to the services;
(ii) documentation relating to Project’s Intellectual Property Rights;
(iii) documentation relating to sub-contractors;
contractors;
(iv) all current and updated data as is reasonably required for purposes of BEST transitioning the services to
its Replacement Managed Service Provide
Providerr in a readily available format nominated by BEST, its
nominated agency;
(v) all other information (including but not limited to documents, records and agreements) relating to the
services reasonably necessary to enable BEST,, or its Replacement Managed Service Servic Provider to carry
out due diligence in order to transition the provision of the Services to BEST,, or its Replacement
Managed Service Provider (as the case may be).
4.2. Before the expiry of the exit management period, the Managed Service Provider shall deliver
deliv to BEST
or its nominated agency all new or up-dated
up dated materials from the categories set out in Schedule above
and shall not retain any copies thereof, except that the Managed Service Provider shall be permitted to
retain one copy of such materials for arc
archival purposes only.
4.3. Before the expiry of the exit management period, unless otherwise provided under the MSA, BEST or its
nominated agency shall deliver to the Managed Service Provider all forms of Managed Service Provider
confidential information, which is in the possession or control of BEST or its users.
5. EMPLOYEES
5.1. Promptly on reasonable request at any time during the exit management period, the Managed Service
Provider shall, subject to applicable laws, restraints and regulations (including in partic
particular those relating
to privacy) provide to BEST or its nominated agency a list of all employees (with job titles) of the
Managed Service Provider dedicated to providing the services at the commencement of the exit
management period.
5.2. Where any national, regional
gional law or regulation relating to the mandatory or automatic transfer of the
contracts of employment from the Managed Service Provider to BEST or its nominated agency, or a
Replacement Managed Service Provider ("Transfer Regulation") applies to any or all a of the employees
of the Managed Service Provider, then the Parties shall comply with their respective obligations under
such Transfer Regulations.
6. TRANSFER OF CERTAIN AGREEMENTS

On request by BEST or its nominated agency the Managed Service Provider shall effect such assignments,
transfers, licenses and sub-licenses
licenses as the Chairperson, PIU may require in favour of the Chairperson, PIU, or
its Replacement Managed Service Provider in relation to any equipment lease, maintenance or service provision
agreement between Managed Service Provider and third party lessors, vendors, and which are related to the
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services and reasonably necessary for the carrying out of replacement services by BEST or its nomina
nominated
agency or its Replacement Managed Service Provider.
7. RIGHTS OF ACCESS TO PREMISES

7.1. At any time during the exit management period, where Assets are located at the Managed Service
Provider's premises, the Managed Service Provider will be obliged to give reasonable rights of access
to (or, in the case of Assets located on a third party's premises, procure reasonable rights of access to)
BEST or its nominated agency and/or any Replacement Managed Service Provider in order to make an
inventory of the Assets.
7.2. The Managed Service Provider shall also give BEST or its nominated agency, or any Replacement
Managed Service Provider right of reasonable access to the Implementation Partner's premises and
shall procure BEST or its nominated agency and any Replacement Managed Service Provider rights of
access to relevant third party premises during the exit management period and for such period of time
following termination or expiry of the MSA as is reasonably necessary to migrate the services to BEST
or its nominated agency, or a Replacement Managed Service Provider.
8. GENERAL OBLIGATIONS OF THE SERVICE PROVIDER

8.1. The Managed Service Provider shall provide all such information as may reasonably be necessary to
effect as seamless a handover as practicable in the circumstances
circumsta to BEST or its nominated agency or
its Replacement Managed Service Provider and which the Managed Service Provider has in its
possession or control at any time during the exit management period.
8.2. For the purposes of this Schedule, anything in the possession or control of any Managed Service
Provider, associated entity, or sub
sub-contractor
contractor is deemed to be in the possession or control of the
Managed Service Provider.
8.3. The Managed Service Provider shall commit adequate resources to comply with its obligations under
this Exit Management Schedule.
9. EXIT MANAGEMENT PLAN

9.1. The Managed Service Provider shall provide BEST or its nominated agency with a recommended exit
management plan ("Exit Management Plan") which
which shall deal with at least the following aspects of exit
management in relation to the MSA as a whole and in relation to the Project Implementation, and the
Operation and Management SLA.
(i) A detailed program of the transfer process that could be used in conjunction with a Replacement
Managed Service Provider including details of the means to be used to ensure continuing provision of
the services throughout the transfer process or until the cessation of the services and of the
management structure to be used ed during the transfer;
(ii) plans for the communication with such of the Managed Service Provider's sub-contractors,
sub contractors, staff,
suppliers, customers and any related third party as are necessary to avoid any material detrimental
impact on BEST’s ’s operations as a re
result of undertaking the transfer;
(iii) (if applicable) proposed arrangements for the segregation of the Managed Service Provider's networks
from the networks employed by BEST and identification of specific security tasks necessary at
termination;
(iv) Plans for provision
rovision of OEM support for the hardware and software components and any other contingent
support for a period of 9 months after the expiry or termination of the contract period as the case may be.
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9.2. The Managed Service Provider shall re re-draft the Exit Management
ement Plan annually thereafter to ensure
that it is kept relevant and up to date.
9.3. Each Exit Management Plan shall be presented by the Managed Service Provider to and approved by
BEST.
9.4. The terms of payment as stated in the Terms of Payment Schedule includ
include
e the costs of the Managed
Service Provider complying with its obligations under this Schedule.
9.5. In the event of termination or expiry of MSA, and Project Implementation, each Party shall comply with
the Exit Management Plan.
9.6. During the exit management period,
eriod, the Managed Service Provider shall use its best efforts to deliver
the services.
9.7. Payments during the Exit Management period shall be made in accordance with the Terms of Payment
Schedule.
9.8. This Exit Management plan shall be furnished in writing to BEST within 90 days from the Effective Date
of this Agreement.
32.4 SCHEDULE – IV - AUDIT, ACCESS AND REPORTING

1. PURPOSE
This Schedule details the audit, access and reporting rights and obligations of BEST or its nominated agency
and the Managed Service Provider.
2. AUDIT NOTICE AND TIMING

2.1. As soon as reasonably practicable after the Effective Date, the Parties shall use their best endeavors to
agree to a timetable for routine audits during the Project Implementation
Implementation Phase and the Operation and
Management Phase. Such timetable during the Implementation Phase, BEST or its nominated agency
and thereafter during the operation Phase, BEST or its nominated agency shall conduct routine audits in
accordance with such agreed timetable and shall not be required to give the Managed Service Provider
any further notice of carrying out such audits.
2.2. BEST or its nominated agency may conduct non non-timetabled
timetabled audits at his/ her own discretion if it
reasonably believes that such nonon-timetabled
timetabled audits are necessary as a result of an act of fraud by the
Managed Service Provider, a security violation, or breach of confidentiality obligations by the Managed
Service Provider, provided that the requirement for such an audit is notified in in writing to the Managed
Service Provider a reasonable period time prior to the audit (taking into account the circumstances
giving rise to the reasonable belief) stating in a reasonable level of detail the reasons for the
requirement and the alleged facts on which the requirement is based. If the Managed Service Provider
considers that the non-timetabled
timetabled audit was not appropriate, the matter shall be referred to the
escalation procedure as set out in the Governance Schedule.
2.3. The frequency of audits shall be
e a (maximum) half yearly, provided always that BEST or its nominated
agency shall endeavor to conduct such audits with the lowest levels of inconvenience and disturbance
practicable being caused to the Managed Service Provider. Any such audit shall be conducted
con by with
adequate notice of 2 weeks to the Managed Service Provider.
2.4. BEST will ensure that any 3rd party agencies (except CAG) appointed to conduct the audit will not be
the competitor of Managed Service Provider and will be bound by confidentiality obligations.
3. ACCESS
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The Managed Service Provider shall provide to BEST or its nominated agency reasonable access to employees,
subcontractors, suppliers, agents and third party facilities as detailed in the RFP, documents, records and
systems reasonably required for audit and shall provide all such persons with routine assistance
assistance in connection
with the audits and inspections. The Chairperson, PIU / Steering Committee shall have the right to copy and
retain copies of any relevant records. The Managed Service Provider shall make every reasonable effort to co co-
operate with them.
4. AUDIT RIGHTS
4.1. BEST or its nominated agency shall have the right to audit and inspect suppliers, agents and third party
facilities (as detailed in the RFP), data centres, documents, records, procedures and systems relating to
the provision of the services, but only to the extent that they relate to the provision of the services, as
shall be reasonably necessary to verify:
(i) The security, integrity and availability of all data processed, held or conveyed by the Partner on behalf of
BEST and documentation related ted thereto;
(ii) That the actual level of performance of the services is the same as specified in the SLA;
(iii) That the Managed Service Provider has complied with the relevant technical standards, and has
adequate internal controls in place; and
(iv) The compliance of the Managed Service Provider with any other obligation under the MSA and SLA.
(v) Security audit and implementation audit of the system shall be done once each year, the cost of which
shall be borne by the Managed Service Provider.
(vi) For the avoidance of doubt ubt the audit rights under this Schedule shall not include access to the Managed
Service Provider's profit margins or overheads, any confidential information relating to the Managed
Service Provider‟ employees, or (iii) minutes of its internal Board or Board
Board committee meetings including
internal audit, or (iv) such other information of commercial-in-confidence
commercial confidence nature which are not relevant to
the Services associated with any obligation under the MSA.
5. AUDIT RIGHTS OF SUB-CONTRACTORS,

CONTRACTORS, SUPPLIERS AND AGENTS
5.1. The
he Managed Service Provider shall use reasonable endeavors to achieve the same audit and access
provisions as defined in this Schedule with sub-contractors,
sub contractors, suppliers and agents who supply labor,
services, equipment or materials in respect of the services. The Managed Service Provider shall inform
BEST or its nominated agency prior to concluding any subsub-contract
contract or supply agreement of any failure
to achieve the same rights of audit or access.
5.2. REPORTING: The Managed Service Provider will provide quarterly reports
reports to the Chairperson, PIU /
Steering committee regarding any specific aspects of the Project and in context of the audit and access
information as required by BEST or its nominated agency.
6. ACTION AND REVIEW

6.1. Any change or amendment to the systems and procedures of the Managed Service Provider, or sub sub-
contractors, where applicable arising from the audit report shall be agreed within thirty (30) calendar
days from the submission of the said report.
6.2. Any discrepancies
ncies identified by any audit pursuant to this Schedule shall be immediately notified to
BEST or its nominated agency and the Managed Service Provider Project Manager who shall determine
what action should be taken in respect of such discrepancies in accordance
accordance with the terms of the MSA.
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7. TERMS OF PAYMENT
The MSP shall bear the cost of any audits and inspections as per the scope of work defined in Volume –II of the
RFP. The terms of payment are exclusive of any costs of the Managed Service Provider and the sub-contractor,
for all reasonable assistance and information provided under the MSA, the Project Implementation, Operation
and Management SLA by the Managed Service Provider pursuant to this Schedule.
8. RECORDS AND INFORMATION

For the purposes of audit in
n accordance with this Schedule, the Managed Service Provider shall maintain true
and accurate records in connection with the provision of the services and the Managed Service Provider shall
handover all the relevant records and documents upon the terminat
termination
ion or expiry of the MSA.
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SCHEDULE – V - GOVERNANCE SCHEDULE

1. PURPOSE
The purpose of this Schedule is to:
(i) establish and maintain the formal and informal processes for managing the relationship between BEST
and the Managed Service Provider including the outputs from other Schedules to this Agreement;
(ii) define the principles that both Parties wish to follow to ensure the delivery of the Services;
(iii) ensure the continued alignment of the interests of the Parties;
(iv) ensure that the relationship is maintained at the correct level within each Party;
(v) create the flexibility to revise and maintain the relationship and this Agreement during the Term;
(vi) set out the procedure for escalating disagreements; and
(vii) Enable contract
ct administration and performance management.
2. GOVERNANCE STRUCTURE
2.1. Project Managers: The relationship under this Agreement will be managed by the Project Managers
appointed by each Party, who will provide the interface between the executive management o
of the
respective Parties.
2.2. Project Implementation Unit (PIU): Within 7 days following the Effective Date, BEST,
BEST Project Consultant
and the Managed Service Provider shall each appoint a Project Manager. In the event that either Party
wishes to substitute its
s Project Manager it will do so in manner in which the original appointment is
made and notify the other Party of such substitution as soon as reasonably practicable but at the latest
within 7 days of the substitution.
2.3. The Project Managers shall have resp
responsibility
onsibility for maintaining the interface and communication
between the Parties.
2.4. The PIU will meet formally on a fortnightly / monthly / quarterly, as required, basis at a time and location
to be agreed between them. These meetings will cover, as a minimum
minimum,, the following agenda items: (i)
consideration of Quarterly Performance Reports; (ii) consideration of matters arising out of the Change
Control Schedule; (iii) issues escalated in accordance with the escalation procedure as set out in the
Governance Schedule;
edule; (iv) matters to be brought before the PIU in accordance with the MSA and the
Schedules; (v) any matter brought before the PIU by the Managed Service Provider under this Article;
and (vi) any other issue which either Party wishes to add to the agenda
agenda.
2.5. In the event that there is any material factor which affects the delivery of the Services or the terms of
payment as stated in the Terms of Payment Schedule, the Parties agree to discuss in the PIU any
appropriate amendment to the Agreement or any Service Level Agreements or Statement of Works
including any variation to the terms of payment as stated in the Terms of Payment Schedule. Any
variation so agreed shall be implemented through the change control procedure as set out in the
Change Control Schedule.
3. GOVERNANCE PROCEDURES
3.1. The Managed Service Provider shall document the agreed structures in a procedures manual.
3.2. The agenda for each meeting of the PIU shall be set to reflect the discussion items referred to above
and extraordinary items may be added e either
ither with the agreement of the Parties or at the request of
either Party. Copies of the agenda for meetings of the PIU, along with relevant pre-
pre-reading material,
shall be distributed at least one week in advance of the relevant meeting.
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3.3. All meetings and proceedings will be documented such documents to be distributed to the Parties and
copies shall be kept as a record. All actions, responsibilities and accountabilities arising out of any
meeting shall be tracked and managed.
3.4. The Parties shall ensure as farr as reasonably practicable that the PIU shall resolve the issues and
resolve the objectives placed before them and that members representing that Party are empowered to
make relevant decisions or have easy access to empowered individuals for decisions to be made to
achieve this.
3.5. In order formally to submit a Disputed Matter to the aforesaid for a, one Party ("Claimant") shall give a
written notice ("Dispute Notice") to the other Party. The Dispute Notice shall be accompanied by (a) a
statement by the Claimant
mant describing the Disputed Matter in reasonable detail and (b) documentation, if
any, supporting the Claimant's position on the Disputed Matter.
3.6. The other Party ("Respondent") shall have the right to respond to the Dispute Notice within 7 days after
receipt
eipt of the Dispute Notice. In the event that the parties are unable to resolve the Disputed Matter
within a further period of 7 days, it shall refer the Disputed Matter to next level of the dispute resolution
for action as per the process mentioned in article
art 9.1.
3.7. All negotiations, statements and / or documentation pursuant to these Articles shall be without prejudice
and confidential (unless mutually agreed otherwise).
3.8. If the Disputed Matter is having a material effect on the operation of the Services ((or
or any of them or part
of them) the Parties will use all their respective reasonable endeavours to reduce the elapsed time in
reaching a resolution of the Disputed Matter.
32.5 SCHEDULE – VI - TERMS OF PAYMENT SCHEDULE

As per the payment terms defined in the RFP.
RFP
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Volume-I of 3 – RFP for Selection of MSP for implementation of ITMS for BEST Undertaking

Brihanmumbai Electric Supply and Transport (BEST) Undertaking,

Thanks & Regards

Dy. Chief Materials Manager

1.2 Eligible bidders

1.6 Right to Vary Scope of Contract

1.7 Rejection Criteria

2 Bid submission instructions

2.3.3 Earnest Money Deposit (EMD)

2.3.4 Bidders Authorization

2.3.5 Address for Correspondence

2.3.6 Local Conditions

2.4.4 Modification and Withdrawal of Bids

2.4.5 Late Bids

3 Bid opening and evaluation process

3.5.1 Eligibility Criteria

3.6 Technical bid Evaluation

3.6.1 Technical evaluation criteria

Solution will be evaluated by an independent experts

C.4 Compliance to Functional Requirement Specifications as 100 Signed Technical Bid

3.8 Award Criteria

Commercial Quote of the bidder

Commercial Quote Calculation of Commercial Score of

Bidder Technical Score (TS) Commercial Score (CS) Total Score

3.8.1 Notification of Award

3.8.2 Contract Finalization and Award

3.8.4 Signing of Contract

4 Contract Finalization and Award

(Signature of the Authorized signatory of the Bidding Organization)

(Signature of the Chartered Accountant)

WHEREAS.............................................................. (Name of Bidder) hereinafter called "The Bidder" has decided

AND WHEREAS we have agreed to give the Bidder a guarantee

Credential for < Prequalification Criteria No. / Technical Criteria No>

14. Please indicate whether the client is currently

Size of the project

16. Capital Expenditure involved (in lakhs)

17. Cost of services provided by the bidder (in

19. Number of total users and concurrent users of Total users

Detailed Description of actual services provided by Bidder:

Highlights of the Key Result Areas expected and achieved

List of modules and sub-modules implemented

S. No. Project Roles & Roles &Responsibility of

Common Seal of................has been affixed in For and on behalf of M/s……………..

1) W itness (Signature of authorized representative)

Common Seal of................has been affixed in For and on behalf of M/s……………..

1) W itness (Signature of authorized representative)

Common Seal of................has been affixed in For and on behalf of M/s……………..

1) W itness (Signature of authorized representative)

(Signature of the Authorized signatory of the Bidding Organization)

S. No. Product Name Remarks

(Signature of the Authorized signatory of the Bidding Organization)

S. No Details Required Response

(Signature of the Authorised signatory of the Bidder)

14. Please indicate whether the client is

15. Order Value of the project (in lakhs)

16. Capital Expenditure involved (in lakhs)

17. Cost of services provided by the bidder (in

Detailed Description of actual services provided by Bidder:

Highlights of the Key Result Areas expected and achieved

List of modules and sub-modules implemented

3 Current Job Title/ Designation

6 Education Sr. Degree Institution Dates

9 Membership of Professional Associations

11 Countries of Work Experience