Technology Centre Systems Program (TCSP) Terms of Reference for. National Portal Service Provider

Transcription

1 Technology Centre Systems Program (TCSP) Terms of Reference for National Portal Service Provider Draft Document Office of the Development Commissioner, Micro Small and Medium Enterprises (O/o DC, MSME), Ministry of Micro, Small and Medium Enterprises

2 The following Terms of Reference are a draft version and may undergo changes. The final Terms of Reference will be issued as a part of the Request for Proposal to the shortlisted bidders. 1 Background 1.1 Country & sector context India is one of the world s largest and most dynamic emerging markets with vast economic potential. The objective of the Government of India s, 12th Five-Year Plan (FY ) is to return to Gross Domestic Product (GDP) growth rates in excess of 8 percent, with a strong emphasis placed on the manufacturing sector. Manufacturing has long been recognized as an essential driver of economic development for most countries, as it has an important economic and employment multiplier effect. The manufacturing sector will have to play an important role in taking the Indian economy to a high growth rate trajectory and achieving the planned objectives. Despite a strong potential, India s manufacturing performance has not been encouraging. The share of manufacturing in India s GDP has stagnated at around 16 percent 1, compared to more than 30 percent (and growing) in some of the other Asian countries. India s manufacturing sector has had to face other challenges, such as low value addition, low productivity, and less-than-desirable up scaling. However, there also exist world-class production units that compete in the international market, as observed in the automotive sector. To realize this potential, the Government of India has set the objective of enhancing the share of manufacturing in India s GDP from its current level of 16 to 25 percent within a decade and creating 100 million additional jobs in the National Manufacturing Policy The major constraints to the growth and competitiveness of India s manufacturing sector are well known and some of these are: difficulties accessing markets (including within India), difficulties accessing finance (especially for MSMEs), infrastructure deficiencies and difficulties for MSMEs to access technology and lack of skilled manpower. These constraints impact the competitiveness of MSMEs operating in both upstream and downstream manufacturing industries. Demographic Challenges While India stands to benefit from an immense demographic dividend, with the largest youth population in the world (around 66 percent of the total population is under the age of 35), it has an overall employment rate of 4.7 percent (under usual principal status approach) and an overall labour force participation rate of 50.9 percent 2. For the country to gain from this demographic dividend, skilling and up-skilling its youth are key priorities for the Government of India (GoI). Out of the 470 million labour force in India, less than 10 percent has received any kind of skills training, either through formal or informal means 3. About 13 million young people enter the labour force annually. Despite the huge expansion of skills training provision during the 11th Five-Year Plan, the country s skills development system requires massive up scaling. In its 11th and 12th Five-Year Plans, India recognized that skills development is critical to achieving faster, sustainable, and inclusive growth, on the one hand, and to providing decent employment opportunities to the growing young population, on the other. According to the National Skill Development Policy published in March 2009, India has set a target of skilling 500 million people by The Technology Centre Systems Program will play a key role in the country s plan by setting a target of skilling approximately 10,50,000 people within the next 6 years. 1 The Manufacturing Plan - Strategies for Accelerating Growth of Manufacturing in India in the 12th Five Year Plan and Beyond 2 Report on the Third-Annual Employment & Unemployment Survey ( ) of the Ministry of Labor, Government of India. 3 11th and 12th Five Year Plan 4 Page 2 of 58

3 Global experience shows that a workforce with higher schooling and skill levels leads to higher productivity and personal income. A 2011 study showed that students who attended three-year vocational training courses at the Industrial Training Institutes (ITI) earned 25 percent more than twoyear course students, who earned 14 percent more than those who completed the one-year course 5. These results confirmed a 2007 study showing that the returns on vocational training in India have been found to be 8 percent. The same study showed that, increased educational attainment by one year is associated with 5.8 percent higher firm-level productivity in India 6. Against this backdrop, the Technology Centre Systems Program seeks to develop the technological and skill base of MSMEs in selected manufacturing industries, via upgraded and new Technology Centres (currently called Tool Rooms [TR] and Technology Development Centres) has been envisaged. In addition the program will also support a National IT portal for connecting the MSME ecosystem. 1.2 Institutional context The MSME Ministry, through the Office of the Development Commissioner (O/o DC, MSME), currently operates eighteen Technology Centres (hereafter referred to as TCs): ten for the tooling industry and eight for other industries such as ESDM (electronics system design and manufacturing), designer and decorative glass, footwear & leather and fragrance & flavour etc. The list of the existing TCs is given below: Existing Technology Centres of the Office of the DC, MoMSME S.No. Name Focus sectors and services offered 1 Central Tool Room & Training Centre (CTTC), Bhubaneswar (Odisha) 2 Indo Danish Tool Room (IDTR), Jamshedpur (Jharkhand) 3 Central Tool Room & Training Centre (CTTC), Kolkata (West Bengal) 4 Tool Room & Training Centre (TRTC), Guwahati (Assam) 5 Indo German Tool Room (IGTR), Aurangabad (Maharashtra) 6 Indo German Tool Room (IGTR), Indore (Madhya Pradesh) 7 Indo German Tool Room (IGTR), Ahmedabad (Gujarat) Tooling (specializing in precision manufacturing) and Training Tooling (specialization in Automotive) & Training Tooling (specializing in precision manufacturing and foundry & forging) & Training Tooling & Training Tooling (specialization in Automotive) & Training Tooling (specialization in Automotive and Plastics) & Training Tooling (specialization in Automotive and Plastics) & Training 8 Central Tool Room (CTR), Ludhiana (Punjab) Tooling & Training 9 Central Institute of Hand Tools (CIHT), Jalandhar (Punjab) 10 Central Institute of Tool Design (CITD), Hyderabad, (Telangana) 11 Institute for Design of Electrical Measuring Instruments (IDEMI), Mumbai, (Maharashtra) 12 Electronics Service & Training Centre (ESTC), Ramnagar (Uttarakhand) Tooling (specialization in hand tools, foundry & forging and agricultural implements) Tooling (specializing in precision manufacturing), ESDM & Training ESDM, Tooling and Training ESDM and Training 5 Vocational Training in the Private Sector (Goyal 2011) 6 The Knowledge Economy and Education and Training in South Asia (world Bank 2007) Page 3 of 58

4 S.No. Name Focus sectors and services offered 13 Process and Product Development Centre (PPDC), Agra (Uttar Pradesh) 14 Process cum Product Development Centre (PPDC), Meerut (Uttar Pradesh) 15 Central Footwear Training Institute (CFTI), Agra (Uttar Pradesh) 16 Central Footwear Training Institute (CFTI), Chennai (Tamil Nadu) 17 Fragrance & Flavour Development Centre (FFDC), Kannauj (Uttar Pradesh) 18 Centre for Development of Glass Industries (CDGI), Firozabad (Uttar Pradesh) Foundry & Forging and Training General Engineering (specializing in Sports Goods) and Training Leather Footwear & Training Leather Footwear & Training Fragrance & Flavours, Agro & Allied Industries and Training Designer and Decorative Glass and Training Several of these were set up through support from German and Danish Government under bilateral agreements as well as with the United Nations Industrial Development Organization (UNIDO). These Technology Centres are largely self-sustaining entities that have been providing technical and vocational training programs to more than 1,00,000 trainees annually. Some of these include training programs certified by the All India Council for Technical Education (AICTE) and National Council for Vocational Training (NCVT). They also provide design and manufacturing support to entrepreneurs alongside technical consultancies. The existing TC s, were set up between 1967 and 1999, primarily focus on improving access to technology and providing technical advisory support for entrepreneurs in the given industry cluster they serve. These TCs also serve workers and youth by offering opportunities for hands-on technical training and skill development in varied trades with a view to improve employability and livelihood opportunities. Page 4 of 58

5 2 About the Technology Centre Systems Program (TCSP) The program intends to upgrade and expand the network of Technology Centres, which have as their mission to improve the competitiveness of MSMEs in key manufacturing industries across India. The Program will increase the capacity and capability of TCs to support private sector actors (as opposed to competing with them). Technology Centres provide an integrated suite of services to MSMEs on a fee basis, ranging from technical and management advisory to technical training of workers. The Proposed Program will reinforce the technical capability of the Technology Centres as well as their governance, by further increasing the participation of the private sector in key decisions at both the national and local levels. In particular: a. The proposed Program seeks to establish 15 new TCs and upgrade technology capabilities of existing TCs. It also aims to develop linkages with Indian and international research institutes, leading manufacturers. The Program will connect leading practices that will contribute to advancement of technology, knowledge and innovation that can be transferred to MSMEs served by each TC, thereby creating an ecosystem that fosters manufacturing competitiveness through a national system of technology centres across the country. Additionally the program will also b. Build on the strengths of current TCs, complement and reinforce hundreds of public and private providers of vocational training (e.g. the ITIs, the Polytechnics and the ATIs), helping them to improve their curricula and training their trainers by placing more emphasis on learning and problem solving skills, and being more practical and adapted to local conditions and needs. To that end the proposed program will develop linkages between the TCs and the Training Institutes being set up by other ministries. c. Leverage and complement other programs supporting MSMEs and manufacturing clusters being implemented by various organizations in public and private sector. The program will be partly financed through an IBRD Loan and State Governments will contribute land for setting up new TCs. The program will include the following components: Component 1: Technical assistance to the existing and new Technology Centres The objective of this component is to ensure that TCs (selected existing as well as new) have access to technical assistance that will help them serve their cluster of MSMEs better. This will be achieved through internationally competitively recruited Technology Partners (TPs), Cluster Network Managers (CNMs) and a IT Platform service provider. Sub Component 1.1: Technology Partner The Technology Partners (TPs) for each system of TC will specialize on specific industries/technologies and provide inputs to the TC on leading practices and techniques in proven and latest manufacturing technologies that can be adapted to the Indian MSME context. It is expected that the TPs will work closely with the TCs in engaging with the cluster(s) of MSME the TCs serve including OEMs and large manufacturing enterprises, in shaping future technology road map. The TP in conjunction with other stakeholders of the TCSP identify and define globally competitive technological capability (which are also locally adaptable and sustainable) required in the cluster and assist the TC in building this capability by planning and handholding this roll out over a five year period. The TP will support in identifying equipment, machinery and technical requirements to upgrade the existing TCs and in fitting out the 15 new TCs. It is expected that the TP with its international experience shall help the TC augment its service portfolio keeping in view the identified/focused technologies including updating existing offerings for training, skill development, production, equipment utilization and technical advisory. The TP will also support TCs increase efficiency and competitiveness through planned initiatives. Page 5 of 58

6 Subcomponent 1.2: Cluster Network Manager Cluster Network Managers (CNMs) for each System (or sub System) of TCs will specialize on specific geographic cluster(s)/ industry(s). The Cluster Network Manager (CNM) will build capacity of the TC to enhance economic development cooperation amongst key stakeholders to improve the competitiveness of the cluster. This will include strengthening market linkages of the TCs with the entire MSME ecosystem i.e. MSMEs in the cluster it serves, trade and industry associations, academia, educational institutions, applied research institutions, service providers, other government support institutions, workers and skill seekers. The CNM would seek to increase competitiveness of supply chains of large firms by enhancing quality, reliability and productivity of MSME suppliers by offering services of the TC, thus also helping in meeting revenue targets of the TC. The CNM will enhance the competitiveness of the cluster business environment by establishing a network of service providers which will address the needs of the MSMEs not served by the TC e.g. access to a network of financial services etc. The CNM will also facilitate closer cooperation between the TC and MSMEs with key innovation stakeholders such as applied research institutes, autonomous institutions such as IISC, CSIR, academia, skill seekers, students etc. to enhance product and process innovation. TC s capacity will be further enhanced through closer cooperation amongst skills development and labour market stakeholders to increase the number of workers/ trainees from TCs finding long term employment to improve their livelihood. Subcomponent 1.3: National Portal Service Provider This component will support a National Portal (NP) for MSMEs, with the vision of creating a vibrant, interactive, self-sustainable technology platform for the needs of stakeholders of MSME for collaboration, information dissemination, and transactions. The platform will act as a common platform for information dissemination, services and support across many aspects of business that will be required by an MSME from the start of their business, to successful operations and growth e.g. access to regulatory services for entrepreneurs, assistance for financing, access to list of suppliers etc. Through the National Portal, users will also be able to access (virtually) to most of the technical information and training services provided by the TCs. This platform will extend the reach of the program to beneficiaries well beyond the TCs physical location through access to e-learning solutions, B2B/B2C service & product market place, e-recruitment portal and e-governance services (including grievance redressal forum). The National Portal will also facilitate dissemination of best practices coming out of implementation of Gender, Equity and Social Inclusion Plan (GESIP) particularly with regard to training/skill development, placement, post-placement follow up, and also development and promotion of entrepreneurship In addition the National Platform will also include the Monitoring and Evaluation Platform for the TCSP program. Component 2: Investments to develop new and upgrade existing Technology Centres The Program will finance the development of 15 new TCs and upgrade the 18 existing TCs under the responsibility of the O/o DC MSME. The development of new TCs will be phased with the first new TC development likely to commence in 2014 and construction of all new TCs likely to complete by The investments in upgrading and building new would be based on the DPR prepared by the Program Management Unit on behalf of the O/o DC, MSME in consultation with stakeholders including the Technology Partners and Cluster Network Managers. The DPR will be approved by the PSC and will be informed to the World Bank by updating the procurement plan. The land for the new centres will be provided by the State Governments and many State Governments have already responded positively to this program. Sub-component 2.1: Buildings/ other infrastructure The physical facilities of the TCs will be upgraded and developed with the following objectives in mind: Eco-friendly design Page 6 of 58

7 Cost optimization Flexibility with respect to usage and future expansion/contraction Ensure a healthy and safe environment and user-friendly buildings for the people who work or get trained The construction is expected to start in the second year and likely to complete by the fourth year of program implementation. A typical new TC focused on the ESDM sector may have the following pattern: Main institute building (including manufacturing, testing and calibration, training, administration and other facilities): 10,000 sqm Hostel and residential facility (for around students): 5,000 sqm Sub-component 2.2: Equipment/Software The equipment required to upgrade the existing TCs and develop the new ones will be purchased based on the DPRs prepared by the Program Management Unit in consultation with the Technology Partner and Cluster Network Manager as and when appointed and also inputs of concerned sector Joint Working Groups. The advice/vetting of the Technical Partners and Cluster Network Managers will be taken once they are on board/contracted. One of the key considerations would be to identify equipment and software that is in line with the technology roadmap the TC plans to embark to support its cluster. Adequate attention needs to be provided to upgrade and build technology capabilities for the future but should be proven and fit the context of the cluster and its geography at the same time. Sub-component 2.3: Operating costs of new Technology Centres The Government of India (through TCs and the MoMSME) will finance 100% of the operating costs of the 15 new TCs to make them to fully operational and financially self-sustainable expected within four to five years of their launch, depending on the location and sector of the TC. Component 3: Technical assistance to the MSME for Program implementation and Monitoring and Evaluation Sub-component 3.1: Project Management Unit The program will be implemented with a support of a dedicated Project Management Unit Sub-component 3.2: Small dedicated program management team A dedicated team consisting of the National Program Manager, a Procurement Expert, and a Financial Management Expert will be appointed during the program implementation phase. Based on the suggestions of the PMU, it has also been agreed that an Information Technology Expert will be part of this team that supports the National Program Manager. This team will report into the Program Coordinator of the O/o DC, MSME and will act as the interface between the Program Management Unit and the Program Coordinator. The Program Coordinator, the PMU and the National Program Manager and his team will form the Program Implementation Unit (PIU). Sub-component 3.3: Other technical assistance to the Office of DC, MSME and the Ministry This will include capacity building and change management for the O/o DC, MSME and support to carry out in-depth impact evaluation studies, by O/o DC, MSME in consultation with the World Bank. Other technical assistance for the program, as and when required, will be provided under this subcomponent. The M&E system will include in particular independent surveys of customers and stakeholders (including potential private competitors to the TCs) to conduct the impact evaluation and assess the transformative impact of the program as well as to ensure there is no significant crowding-out of the private sector. The governance structure for the program is illustrated in Figure 1. Three tiers serve the different roles of: Strategic inputs, Implementation and Execution. Page 7 of 58

8 Figure 1: Technology Centre Systems Program: Governance Framework Page 8 of 58

9 3 About National Portal / IT Platform As described above, TCSP will support a National Portal (NP) for MSMEs. The platform will act as a common platform for information dissemination, services and support across many aspects of business that will be required by an MSME from the start of their business, to successful operations and growth e.g. access to regulatory services for entrepreneurs, assistance for financing, access to list of suppliers etc. 3.1 National Portal Vision and Strategic Objectives The National Portal shall be a key component of the TCSP program and in realizing its vision. Vision of the National Portal is: To create a vibrant, interactive, self-sustainable technology platform for the needs of stakeholders of MSME for collaboration, information dissemination and transactions The portal will need to be designed with the following strategic priorities: 1. Leveraging IT to enable start-ups without having to visit the office 2. Help existing MSMEs expand their business 3. Enable MSMEs for all their regulatory compliance requirements, electronically and seamlessly 4. Enable the Ministry and O/o DC, MSME to see pain points of MSME in real time and provide solutions 5. Enable data analysis for timely course correction 6. To use such data and patterns for input into new policy initiatives 7. Dissemination of GESIP best practices To this end, the portal will act as a platform for information, communication, transaction and collaboration for all stakeholders including technology providers The National Portal shall be online platform that shall offer a variety of services to the MSME business to cater to a various needs of an MSME entrepreneur across its business lifecycle and its value chain. MSME today faces challenges in accessing the market opportunities and servicing them, in recruiting and training skilled resources and in equipping them with technology that enhances their business efficiencies. The limited capacity and fragmented spread of MSME s often restricts them from reaching to the ecosystem that can address their specific needs and enable greater growth of their business. Figure 2 Some of the common challenges faced by MSME businesses in India Page 9 of 58

10 The National Portal shall acts as an enabling infrastructure to bridge this gap. The portal shall help in improving MSME business access to market, skilled workforce, finance and technology by bringing together these service providers from the larger ecosystem onto a single platform. The platform is expected to scale up to cater to wider demand from MSME offer creating a virtual marketplace for attracting suppliers. Portal should be designed keeping in mind simplicity of access, be language neutral and should enable social media integration. The National Platform shall act as a channel of communication and service delivery for MoMSME and shall also enable the Monitoring and Implementation of the TCSP by the O/o DC MSME across all program components and stakeholders. Page 10 of 58

11 4 Key Service Delivery components of National Portal The services that the National Portal shall deliver are categorised across core service modules catering to respective user groups as presented in the illustration below: Page 11 of 58

12 To deliver these services, National Portal shall bring together a ecosystem of service providers who shall offer the address the requirements of an MSME across the entire business spectrum. Page 12 of 58

13 Each of the Core Service modules shall offer a set of services in its respective domain. These are listed below. It is expected that the services shall gradually evolve to add or remove services based on the demand and acceptance from the MSME that shall be assessed on a periodic basis. S.No. Service category Service Sub-Category Services 1 B2B/B2C Marketplace Product Market Place Listing of Seller, Suppliers, Partners & distributors 2 Microsites and graphic designs of product catalogue 3 Discovery & search for potential buyers & sellers 4 Posting Trade leads 5 Tender listing 6 Ratings & reviews (voice of customer & partners) 7 Listing of national / international trade fairs 8 Service market Place Listing of Service Providers & Partners 9 Discovery & search for potential customers 10 Posting service requirements 11 Ratings & reviews (voice of customer & partners) 12 Sales and Transaction Negotiation between buyer & supplier 13 Organization credit check 14 Order placement (Buy & sell products) 15 Online Payment and Transaction 16 Payment using Escrow services 17 Payment using credit line 18 Inspection Services Listing of third party inspection agencies for engagement by buyers 19 Request for services by inspection agency 20 Negotiation between buyer & inspection agency 21 Manufacturing Support Listing of technical advisory services providers 22 Order placement for technical advisory, feasibility study 23 E-Fulfilment Listing of third party e-fulfilment service providers 24 Request e-fulfilment services 25 Information exchange for pick-up from seller & delivery to buyer 26 Order tracking until delivery 27 Online Learning Education and Training Listing of training courses & curriculum Page 13 of 58

14 S.No. Service category Service Sub-Category Services 28 Enrolment for trainings 29 Payment of course fee 30 Training feedback 31 e-learning Content Delivery (Online Courses, Exams) 32 Online Certification 33 Trade Analytics Analytics services for buyers & sellers (SME performance, trade leads, tenders, Pricing points etc.) 34 Download / purchase reports 35 E-Recruitment E-recruitment Searchable Talent Database - integration with DC, MSME trainee database 36 Posting of Resumes 37 Posting of jobs 38 Apply for Job 39 Response Management 40 Job search (by company, category, location, skills, designation) 41 Job Alerts/ Mass Campaigns 42 Resume Writing 43 Background Search 44 Financial Services Funding Platform Post of funding requirements by MSMEs : along with business plan, credit rating etc. 45 Credit rating information services (through a third party credit reporting agency) 46 List funding/financing Offers from financial institutions (public or private) for MSME sector 47 Discovery & search for fund seekers (MSME) & FI or private investors 48 Insurance Support Empanelment of insurance service providers for MSMEs for -General Insurance -Commercial insurance -Industrial Insurance -Liability Insurance etc. 49 Listing of products and services, prices at empaneled rates Page 14 of 58

15 S.No. Service category Service Sub-Category Services 50 Discovery & search for insurance buyers (MSME) & insurance providers 51 Online Payment and Transaction 52 Financial Products for MSME Employees Empaneled banks with negotiated standard rates for MSMEs -Low balance salary accounts -Corporate cards -Internet banking -Employee Health Insurance 53 Listing of products and services, prices at empaneled rates 54 Discovery & search for MSME & service provider 55 Online Payment and Transaction 56 Regulatory Services Knowledge Repository List various schemes, grants & incentives (O/o DC, MSME & special schemes & schemes of NSIC, SIDBI) 57 Information on regulatory compliances, to-dos with links to websites for all central, state and local government regulatory compliance agencies 58 Chartered Accountancy Services Listing of services of CA 59 Discovery & search for service seeker & CA 60 Request for quote 61 Online Payment and Transaction 62 Company Secretary Services Listing of services for Company Secretary 63 Service request by MSMEs for company secretary on a shared basis 64 Online Payment and Transaction 65 Tracking progress until closure 66 Knowledge Management Knowledge Repository Repository of reports, publications and databases in diverse areas to assist MSMEs 67 Information on sector specific market trends, international compliances/standards for specific sectors and markets etc. to promote import/export of products by MSMEs 68 List of international/national institutes which provide assistance to MSMEs for promoting exports Page 15 of 58

16 S.No. Service category Service Sub-Category Services Dissemination of best practices related to GESIP training/skills development, placement and post-placement services, promotion of enterprises and entrepreneurship 69 Download / purchase reports 70 Collaboration Platform Platform for MSMEs to share knowledge on innovations/new product development etc. and enable P2P learning 71 Wikis 72 Blogs 73 Discussion Forums 74 Webinars 75 e-governance O/o DC, MSME Scheme Online Applications for Schemes of O/o DC, MSME 76 Management Workflow for approval of application 77 Status Update and Audit Trail of Application 78 MIS/Dashboards for status updates for O/o DC, MSME and end user 79 Alert system on non-compliance of timelines and KPIs 80 Grievance Redressal Platform Posting of Grievances by MSMEs 81 Feedback Collection for Schemes/Policies 82 Workflow for resolution within O/o DC, MSME 83 MIS/Dashboards for status updates for O/o DC, MSME and end user 84 Alert system on non-compliance of timelines and KPIs 85 Monitoring and Evaluation for Financial Progress of the TCSP Programme 86 TCSP Report on performance against timelines and KPIs 87 Online and real time reporting of timelines and KPIs 88 Alert system on non-compliance of timelines and KPIs 89 Others Online Advertisement on National Portal Page 16 of 58

17 5 Role of National Portal Service provider (NP-SP) MoMSME shall engage National Portal Service Provider (NP-SP), a professional IT and business services agency to design, develop, set up, operate and maintain the proposed integrated National Portal. The NP-SP shall be responsible for the availability of the National Portal and for provisioning of various services across service modules. NP-SP shall adopt the following principles for Portal service delivery. 5.1 Service Delivery Principles 1. The O/o DC MSME has already invested in development of IT applications for automated scheme application approval, job exchange etc. and collection of core data for these applications. In addition, a basic portal design and structure of the National Portal pages has also been developed by the O/o DC MSME and will be shared with all shortlisted bidders. The National Portal shall leverage these existing investments of the Ministry and TCs. 2. In addition, the National Portal shall also leverage the capabilities existing in the market for delivery of various services rather than re-inventing the wheel. 3. This means that the NP-SP needs to engage existing service providers with established presence in the market for delivery of the services such as a. B2B/ B2C Product and Service Marketplace b. Online Learning c. E-Recruitment d. Funding Platform 4. For other services like Knowledge Management and e-governance application the NP-SP will have to develop the application based on internal processes of Ministry. The NP-SP will also be responsible for developing the open technology platform to enable integration of various service providers as mentioned in the point above. The interfaces for integration on this platform shall be independent of any particular Service Provider. 5. There will be multiple service providers (SPs) in each of service categories mentioned above. 6. Each Service Provider will enter into an agreement with the National Portal NP-SP covering standard provisions for liability, indemnity, IP protection and termination that factor in the best interests of the MSMEs. 7. The portal shall also provide an interface with any e-governance initiatives undertaken by other Ministries for MSMEs (such as Ministry of Textile, Ministry of Food Processing Industries etc.) to enable these services on the National Portal. 8. Public and transparent plug-in standards should be defined for the portal. Any pre-approved public or private agency/service providers, whose objectives are central to the objectives of the National Portal and who comply with these standards should be able to plug-in their services and provide them through the portal. 9. Delivery of services from the portal shall be enabled by best-of-breed technology/products leveraging not the just robust and scalable technology but also fostering use of mature and proven leading business practices. 10. The portal shall be governed by a structured Service Quality Management framework to evaluate the various SPs. The feedback will be a key input in determining listing/suspension/delisting of a SP. Page 17 of 58

18 11. NP-SP will also promote the National Portal for its active adoption and engage with the stakeholders across the user ecosystem for consumption of services and promoting collaboration, information dissemination and transactions. 12. Data privacy will be given appropriate emphasis with commensurate liability and indemnity provisions. In addition, the entire MSME data shall reside with the O/o DC MSME within a specific infrastructure developed for the purpose by NP-SP. 13. The Portal will offer multiple revenue generation models for each service/service category. 14. NP-SP must ensure effective management and disposal of e-waste at the end of the life cycle of machines and equipment that will be used exclusively for the project. The final payment to NP-SP would be given on submission of an affidavit stating the e-waste so generated is disposed in compliance to e-waste guidelines issued by the MoEF. 15. The time period of the assignment under TCSP shall be 4 years. An extension of 2 years may be provided subject to conditions mentioned in Section 9 (Business Model) of the document. 5.2 Roles and Responsibilities of the NP-SP The NP-SP is responsible for designing, developing and operationalizing the Nation Portal and provisioning for services across the various service categories of the portal. It will need to engage with various service providers to integrate with solutions already available in the market. In addition the NP-SP will need to promote the usage of the portal amongst MSMEs and other stakeholders in the MSME ecosystem to ensure effective uptake of services and revenue generation to help attain selfsustainability and profitability. The key roles of the NP-SP are as follows: a) Development of a Service provider ecosystem and integrating their services on the National Portal including Developing an open technology platform to enable integration of various service providers Inviting third party service providers for various service delivery vertices identified earlier to offer their services through the portal Setting up the e-commerce ecosystem including service providers for logistics, warehouse, quality assurance, digital cataloguing etc. to enable B2B/B2C transactions on the marketplace. Enabling publication and integration of their services into the National Portal Promoting competition among service providers to improve quality and drive down costs while providing new revenue opportunities for the service providers Establishing a mechanism to assess the Service Providers on the quality of their services offered through the Portal b) Development and Management of the National Portal including Designing the architecture of the National Portal Designing, Configuring, Developing and Deployment of the business applications and application interfaces Designing, Supplying and Deployment of Central Server side Architecture Designing and developing of interfaces to integrate with the systems of the service providers engaged with the National Portal Managing the Application, Central IT infrastructure and information security and risk Operating an Inbound and Outbound Contact Centre supporting physical and electronic communication channels Undertaking end user training for MoMSME employees Page 18 of 58

19 c) Promotion and Operation of the National Portal including Developing a MSME National Portal brand and define the key brand attributes Promoting the MSME National Portal among MSMEs and other stakeholders in the MSME ecosystem through various means that include Direct Marketing through Online and Offline channels Maximizing the enrolment and usage of the National Portal amongst MSME and other stakeholders Creating and maintaining an updated central repository of existing and new MSMEs In consultation with the CNMs, identifying and engaging with government and nongovernment stakeholders such as applied research institutes, academic/education institutes, trade and industry associations, academia, service providers, other government support institution for participation on the national portal through various modules such as online learning, e-recruitment and knowledge management. Developing, in consultation with the O/o DC MSME, multiple revenue generation models for the National Portal based on the nature of services Undertaking regular review of service effectiveness from Ministry, MSMEs, Service Providers and other TCSP stakeholders and provide feedback and way forward to the ministry. Page 19 of 58

20 6 Envisaged Technology Solution The NP-SP shall develop a comprehensive and scalable technology solution platform that shall power the service delivery on the platform for various services identified. The Solution shall factor core or common set of application modules that shall be used by and integrated with Core Services Module that may be provisioned from the specific service providers partnering with NP-SP. Page 20 of 58

21 The Nation Portal application portfolio will consist of user interface applications/portal and core applications sustained by a number of support application modules. While the core and support applications will need to be developed entirely by the NP-SP along with some of the user interface applications, the platform will also need to integrate with a number of portals provided by the various service providers engaged by the NP-SP e.g. B2B/B2C Marketplace, Online training portal etc. The portal should be device agnostic and Portal accessibility should be cross platform and crossbrowser. In addition mobile/tablet applications of the National Portal would also be developed for various operating systems like Android, ios etc. The national portal s application portfolio diagram given above presents a brief overview of the functional modules that are envisaged to be part of the comprehensive solution. 6.1 Functional requirements Brief descriptions of the functional requirements of the key modules that will need to be developed by the NP-SP are provided in this section Customer subscription & management Business requirements The module shall enable customers to subscribe for membership for one or more service categories listed below and subsequently access relevant information: o B2B/B2C marketplace o Online learning / Training platform o e - Recruitment o Funding platform o Knowledge repository The system should create a dedicated centralized repository for storage of customer data and transactions. The system should uniquely identify each customer through a unique customer ID The system should provide a Form based user interface for the customer subscription and broadly capture the following: Name (Individual / Company) and other relevant demographic details Membership type (Select bouquet of services/ service categories in subscription) Update other relevant information (e.g. product category, products, price, product image etc. in reference to selecting B2B/B2C product market place service subscription & listing as seller) The system should ensure that all mandatory fields are filled up before a Form based request for membership creation is submitted. Also, system should be capable of performing data validations against form fields to Page 21 of 58

22 ensure standard, correct entry of required data The system should allow for updation of customer details in the centralized repository post proper user authentication In case of suspension / cancellation, the status of customer should be updated accordingly in all integrated applications and any further transaction should be barred for the related system. Prompt should mandatorily be sent to access management module / server(s). Maintain a centralized repository of customer details and transaction history of interactions with regards to the business transactions, knowledge access transactions, advertising transactions, recruitment transactions etc. and make the repository available to internal users for data analysis and action. Following types of transactions shall be recorded (including but not limited to): o Buy/ sell transactions o Online learning transactions o Training registration transactions o E-recruitment transactions The module shall create a user master account, enable member search, maintain member activity history & provide a unified view and account update to both the customers and internal users The application should be accessible through GUI based portal with login based authentication. The system should also allow for definition of various roles and rights for all user categories System should allow the user account creation, modification, update, deletion, activation, deactivation, role and access rights assignment System should provide for an authentication mechanism for all user accounts prior to allowing them access to the system Interfaces The module shall be integrated with CRM (Customer Relationship Management) module and allow flow of data for use in complaint management etc. Interface with payment gateway Interface to Service Provider portals (National portal partner eco-system) Customer product catalogue management Business requirements Two codification schemes have been prevalent in the small scale sector viz. the NIC and ITC (HS) codification schemes. SIDO provides the NIC-87 Page 22 of 58

23 codification scheme and an enhanced ITC (HS) scheme where service codes from NIC-98 codification scheme have been appended. A comprehensive search facility has been provided that allows the user to search for the description of any code or search for NIC/ITC(HS)codes based on product description. In addition it also allows users to get a mapping between the two codification schemes. The search criteria provided can be used to obtain the description of any code and code type. It can also be used to find the codes based on product description and to map it with other type of code. The module shall update ITC (HS) code against product category / class etc. for products listed in B2B/B2C market place based on mapping/ rules Interfaces Interface to customer management module for access to products / product categories chosen for listing in the B2B/B2C marketplace Services & Service provider management Business requirements The system shall enable services for users as per customer subscription / membership category The system shall provide listing of services and service providers (e.g. B2B/B2C marketplace, online learning platform service provider, e- recruitment service provider) The system shall enable interface with various Service Provider portals/ systems and enable users consume services applied for The system shall enable service transactions between customers and service providers, as well as facilitate payments The system shall maintain record of transactions and update customer account with history of transactions Interfaces Interface with customer management module, services management Customer Relationship Management (CRM) Business requirements The CRM module should enabling the National Portal to actively engage with the users of the National portal The system will be used to design CRM campaigns and programs to interact with the users of the national portal and incentivize the result for increased revenues The module must integrate with the user subscription management module to receive notifications of new fan enrolments. Page 23 of 58

24 The CRM system shall enable communication to the fans about their subscription details, National Portal services, offers and campaigns and other information whenever necessary via multiple access channels such as SMS, s etc. CRM shall also collate the feedback from the portal users on the services of the NP-SP and the various service providers, which shall be integrated with the Analytics module for assessment. The system should have social media integration e.g. Facebook, Twitter, Google+ to create awareness about the National Portal and provide options to Like, Share, to gain maximum exposure and attract potential customers. Interfaces Analytics and Reporting Customer Subscription Management Payments & transaction management Business requirements The payment transaction management module shall enable users to make payments for the services they wish to avail on the National Portal. Each payment transaction must be linked to a customer ID, Service Provider and service. For this the module must be integrated with the Customer Subscription and Portal Service & Service Provider Management Modules The payment gateways shall be integrated with the payment transactions management module to enable online payments through the portal. The payment gateway should support payments through Debit Cards, Credit Cards and online Banking. Settlement of the payments with the Service providers and portal stakeholders (academic trainers, insurance providers, logistics providers, sellers, QA inspection providers, etc.) shall be managed through the payment transactions management module. Transaction failure scenarios must recorded meticulously for initiating the money refund routine for failed transactions. The member s user profile history shall be updated with the payment transaction made by the user. The module must be integrated with the CRM to better understand the user s purchase patterns and purchase needs. Interfaces Portal Services and Service Providers Module Customer Relationship Management Payment Gateway Page 24 of 58

25 6.1.6 Scheme application & management Business requirements The module shall contain listing of all MSME schemes operationalized by the Ministry. Provision for requisition and applying for schemes shall be made available on the portal - enable any MSME to apply for the schemes and programmes through the online form including facility to make required payments online The processing and approval on grant of funds for the MSMEs shall be done through dedicated workflows Enable transfer of funds to the scheme beneficiaries after the application processing is done Status update on application & relevant alerts to users The system must provide MIS / Analytics on the status of the applications Interfaces NA Knowledge Management Business requirements Knowledge Repository The module shall provide information on all Government funding schemes and programmes. Listing of various schemes, grants and incentives shall be provided on the portal for the benefit of the MSMEs. The schemes listed shall include the O/o DC- MSME schemes, NSIC & SIDBI schemes, special schemes and schemes managed by various industry associations etc. The module shall also provide information on regulatory compliances, todos with links to websites for all central, state and local government regulatory compliance agencies This module shall also contain forms for offline applications of various schemes/regulatory compliances. The portal should also provide information on sector specific market trends, international compliances/standards for specific sectors and markets etc. to promote import/export of products by MSMEs. A list of all national/ international institutes which provide assistance to MSMEs for promoting exports should also be listed on the portal. Repository of reports, publications, information journals and databases in diverse areas to assist MSMEs shall be made available The knowledge content published shall be made available for purchase, if required The module shall enable content downloads upon purchase Page 25 of 58

26 MSME Collaboration and P2P Learning Services This service shall provide space for the MSMEs to share their innovations and upload details about new product/service developed by them The module must also support pear to peer learning by providing collaborative tools like blogs, wikis, discussion forums etc. This module shall allow for MSME clusters to engage and share information with government and non-government stakeholders of TCSP such as applied research institutes, academic/education institutes, trade and industry associations, academia, service providers, other government support institution. The content shared by the MSMEs would need to be quarantined and would not be endorsed by the Ministry. Interfaces Content Management System TCSP M & E platform Business requirements The system shall enable the collection of performance data from various stakeholders of TCSP to track the overall progress of the TCSP The system will help monitor that the technical performance and timely nature of all the activities of the program The system will consist of a data entry module for various stakeholders such as Ministry, PMU, TC, TP, CNM etc. to enter information related to inputs, activities and outputs under various components of the program The system will consist of various modules such as financial monitoring module, works monitoring module and planning and procurement module to manage the data relating to different aspects of the program. The system will need to integrate with the Analytics & reporting module to monitor the KPIs of the project and facilitate analysis of factors associated with risks, efficiency, and sustainability to encourage timely corrective action, identify tangible milestones, lessons learned, and ensure effective program implementation The system will provide interactive dashboards for the internal stakeholders of the program to monitor the KPIs and progress on the activities of the program The system must be capable of generating customized reports based on the requirements of the O/o DC MSME The system should allow for some reports to be published on the National Page 26 of 58