Request for Proposal for e Ticketing Project

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1 Request for Proposal for e Ticketing Project Archaeological Survey of India, Volume - 1 Functional, Technical & Operational Requirements April 13 Submitted by National Institute for Smart Government April 13

2 RFP for e-ticketing Solution Volume-I Table of Contents 1. Introduction & background e-ticketing Project Project Vision Project Overview Project Objectives Overview of Current State of Ticketing at the Monuments Key problems being faced by different stakeholders Project Requirements Statement of Work Detailed Description of Requirements and Features Functional Requirements - E-ticketing System Web based online ticket Foreign Visitors Indian Visitors Tickets Sale at the counter / Point Of Sale (for Walk In Visitors) Foreign Visitors Indian Visitors Validation / Authentication General Non-functional requirements: Technical Architecture & Requirements... 8 Indicative E-Ticketing Solution Architecture Infrastructure Requirements Operational Requirements Requirements of Project Implementation Governance Documentation Requirements ANNEXURES List of Monuments Bill of Quantity Visitor Footfall Details... 8 Technical Specifications Enterprise Management System Proposed Process Diagrams (indicative) Archeological Survey of India, Ministry of Culture Page 1 of 17

3 RFP for e-ticketing Solution Volume-I List of Tables TABLE 1: IMPORTANT DATES TABLE : E-TICKETING SYSTEM STANDARDS TABLE 3 BANDWIDTH REQUIREMENT TABLE 4: RESPONSIBILITY MATRIX TABLE 5 : TIMELINES AND DELIVERABLES OF THE PROJECT TABLE 6: IMPLEMENTATION SCHEDULE TABLE 7: PROJECT DELIVERABLES List of Figures FIGURE 1: SOLUTION ARCHITECTURE FIGURE : NETWORK DIAGRAM Archeological Survey of India, Ministry of Culture 9 43 Page of 17

4 RFP for e-ticketing Solution Volume-I List of Abbreviations AMC ASI FRS HLD IA IEEE ISO LLD NISG NOC PKI PMU RFP SLA SPOC SRS ETS POS Annual Maintenance Contract Archaeological Survey of India Functional Requirement Specifications High Level Design Implementation Agency Institute of Electrical and Electronics Engineers International Standards Organization Low Level Design National Institute for Smart Government No Objection Certificate Public Key Infrastructure Project Management Unit Request for Proposal Service Level Agreement Single Point of Contact Software Requirement Specifications E Ticketing Solution Point of Sale Archeological Survey of India, Ministry of Culture Page 3 of 17

5 RFP for e-ticketing Solution Volume-I About this Request for Proposal This document constitutes the Request for Proposal (RFP) for selection of Implementation Agency (IA) by Archaeological Survey of India (ASI). This RFP has been prepared to invite bidders to submit their proposals to implement and maintain e Ticketing system for ASI s protected Monuments. Information used for the preparation of this RFP has been made available from relevant and published sources of information. Nonetheless, bidders are required to make informed evaluation and decision based on their judgment. This RFP document contains the entire information that constitutes the requirement as proposed by ASI in order for qualified bidders to submit their proposals. Any queries or clarifications must be submitted in the prescribed format and will be addressed to all bidders simultaneously. This RFP comprises the following documents: a) Volume-I : Functional, Technical and Operational Requirements b) Volume-II : Commercial and Bidding Terms c) Volume-III : Contractual and Legal Conditions Archeological Survey of India, Ministry of Culture Page 4 of 17

6 RFP for e-ticketing Solution Volume-I Disclaimer This Request for Proposal (RFP) for Selection of Implementation Agency is issued by Archeological Survey of India under the Ministry of Culture, Government of India. Whilst the information in this RFP has been prepared in good faith, it is not and does not purport to be comprehensive or to have been independently verified. Neither ASI, nor any of its officers or employees, nor any of their advisers nor consultants accept any liability or responsibility for the accuracy, reasonableness or completeness of the information contained in the RFP, or for any errors, omissions or misstatements, negligent or otherwise, relating to the proposed ASI e- Ticketing Project, or makes any representation or warranty, express or implied, with respect to the information contained in this RFP or on which this RFP is based or with respect to any written or oral information made or to be made available to any of the recipients or their professional advisers and, so far as permitted by law and except in the case of fraudulent misrepresentation by the party concerned, and liability therefore is hereby expressly disclaimed. The information contained in this RFP is selective and is subject to updating, expansion, revision and amendment at the sole discretion of ASI. It does not, and does not purport to, contain all the information that a recipient may require for the purposes for making a decision for participation in this process. Each Party must conduct its own analysis of the information contained in this RFP, to correct any inaccuracies therein and is advised to carry out its own investigation into the proposed e Ticketing Project, the regulatory regime which applies thereto and by and all matters pertinent to this Project and to seek its own professional advice on the legal, financial and regulatory consequences of entering into any agreement or arrangement relating to this Project. ASI shall not be responsible for any direct or indirect loss or damage arising out of or for use of any content of the RFP in any manner whatsoever. This RFP includes certain statements, projections, targets and forecasts with respect to the Project. Such statements, projections, targets and forecasts reflect various assumptions made by the management, officers, employees, consultants, and experts of ASI, which (the assumptions and the base information on which they are made) may or may not prove to be correct. No representation or warranty is given as to the reasonableness of forecasts or the assumptions on which they may be based and nothing in this RFP is, or should be relied on as, a promise, representation or warranty. ASI shall be the sole and final authority with respect to qualifying a bidder through this RFP. The decision of ASI in selecting the Implementation Agency who qualifies through this RFP shall be final and ASI reserves the right to reject any or all the bids without assigning any reason thereof. ASI further reserves the right to negotiate with the selected agency to Archeological Survey of India, Ministry of Culture Page 5 of 17

7 RFP for e-ticketing Solution Volume-I enhance the value through this project and to create a more amicable environment for the smooth execution of the project. ASI may terminate the RFP process at any time without assigning any reason and upon such termination ASI shall not be responsible for any direct or indirect loss or damage arising out of such a termination. Archeological Survey of India, Ministry of Culture Page 6 of 17

8 RFP for e-ticketing Solution Volume-I Contact Persons National institute of Smart Government (NISG) has been appointed as the Advisor to assist ASI in the preparation of this RFP, and the review of proposals received, and the selection of the eligible IA. All communication with regard to this RFP must be directed solely to the person and the address mentioned below. Any communication with a person other than the one mentioned below, would not be entertained and could result in the Application being considered as non-responsive. Contact Person Address for Communication and Submission of bid Bid document availability Archeological Survey of India, Ministry of Culture Mr. Rajeev Sharma Senior Administrative Officer Archaeological Survey of India Janpath, New Delhi Phone: Fax: Bid document can be downloaded from ASI website : : : Page 7 of 17

9 RFP for e-ticketing Solution Volume-I Important Dates Following are the key dates for bidding and selection process. Activity Release of RFP (Request for Proposal) Last date for submission of questions by bidders Pre-Bid Conference Response to bidder queries Last date for submission of Bids Pre- Qualification Bid opening Date for opening of Technical Bids for qualified bidders Date for Technical Presentations or Proof of Concept Date for opening of Commercial Bids for qualified bidders Award of Contract Date April 6, 13 May 3, 13 May 7, 13 May 13, 13 May 3, 13 May 4, 13 To Be Announced To be Announced To be Announced To be Announced Table 1: Important Dates Address for communication, collection and submission of bid forms are as given below:contact Details Contact Person Address for Communication and Submission of bid Bid document availability Archeological Survey of India, Ministry of Culture Mr. Rajeev Sharma Senior Administrative Officer Archaeological Survey of India Janpath, New Delhi Phone: Fax: Bid document can be downloaded from ASI website : : : Page 8 of 17

10 RFP for e-ticketing Solution Volume-I 1. Introduction & background The Archaeological Survey of India (ASI), is a well-established organization for archaeological research under the Ministry of Culture, and plays a significant role in protecting the cultural heritage of the Country. Conservation of ancient monuments, archaeological sites and excavations remains of national importance and are the prime concerns of ASI. Esta lished i 8, o e the ea s, A I s s ope has e pa ded to a la ge u e of fields such as preservation, conservation, architectural studies, epigraphy, horticultural and environmental up-gradation and underwater archaeology. ASI regulates all archaeological activities in the country as per the provisions of the Ancient Monuments and Archaeological Sites and Remains Act, ASI also regulates Antiquities and Art Treasure Act, 197. At present, ASI protects 3,678 monuments including 1 World Heritage Cultural Properties besides, and also maintains 44 museums around the country. ASI now wishes to commission an integrated IT enabled e ticketing system across all protected Monuments under ASI in order to ensure transparent, easy, efficient operations of Ticketing and also enhance visitor experience. In this context, ASI has engaged National Institute for Smart Government (NISG) for consulting services, which include a detailed study of existing ASI operations and to propose feasible solutions that can be adopted by ASI in the near future. As part of the tender process, ASI is releasing this RFP to receive responses from eligible bidders, to evaluate the bids and select the most appropriate Implementing Agency (IA). Archeological Survey of India, Ministry of Culture Page 9 of 17

11 RFP for e-ticketing Solution Volume-I About Archeological Survey of India ASI is divided into 4 Circles and 1 mini Circle (refer to Annexure for the Circle Details) for the maintenance of ancient monuments, archaeological sites which remains of national importance. ASI carries out elaborate surveys of antiquarian remains in the country and protects monuments and sites. ASI has a large work force comprising of trained archaeologists, conservators, epigraphist, architects and scientists for conducting archaeological research projects through its Circles, Museums, Excavation Branches, Prehistory Branch, Epigraphy Branches, Science Branch, Horticulture Branch, Building Survey Project, Temple Survey Projects and Underwater Archaeology Wing. The Circles carry out archaeological fieldwork, research activities and implement various activities which include: Extensive survey of antiquarian remains in villages of India. Exploration of archaeological sites and documentation of sculptures. Excavation of archaeological sites. Conservation and day-to-day maintenance of protected monuments. Providing basic facilities at the monuments for tourists. Issuing of NOC for any sort of construction, additions and alterations to existing structures or new constructions within regulated area of the protected monuments. Issuing permission for filming, photography and cultural programs at the protected monuments. Organizing public awareness programs on various occasions like Word Heritage Day, World Heritage Week, Museum Day and other important occasions. Registration of antiquities and issuing non-antiquity certificates. Interaction with various universities and research institutions. The Archaeological Survey of India (ASI), under the Ministry of Culture, is the premier organization for the archaeological researches and protection of the cultural heritage of the nation. Maintenance of ancient monuments, archaeological sites and remains of national importance is the prime concern of the ASI. Besides, it regulates all archaeological activities in the country as per the provisions of the Ancient Monuments and Archaeological Sites and Remains Act, It also regulates Antiquities and Art Treasure Act, 197. Archeological Survey of India, Ministry of Culture Page 1 of 17

12 RFP for e-ticketing Solution Volume-I 1. About Monuments The Ancient Monuments and Archaeological Sites and Remains Act, 1958 defines an A ie t Mo u e t as follows:ancient Monument means any structure, erection or monument, or any tumulus or place of interment, or any cave, rock-sculpture, inscription or monolith which is of historical, archaeological or artistic interest and which has been in existence for not less than 1 years and includes - Remains of an ancient monument, - Site of an ancient monument, - Such portion of land adjoining the site of an ancient monument as may be required for fencing or covering in or otherwise preserving such monument, - The means of access to, and convenient inspection of, an ancient monument; There are at present more than 365 ancient monuments and archaeological sites and remains of national importance. These monuments belong to different periods, ranging from the prehistoric period to the colonial period and are located in different geographical settings. They include temples, mosques, tombs, churches, cemeteries, forts, palaces, stepwells, rock-cut caves, and secular architecture as well as ancient mounds and sites which represent the remains of ancient habitation. These monuments and sites are maintained and preserved through various Circles of the ASI spread all over the country. The Circles look after the research on these monuments and conservation activities, while the Science Branch with its headquarters at Dehradun carries out chemical preservation and the Horticulture Branch with its headquarters at Agra is entrusted with the laying out gardens and environmental development. Currently there are 116 ticketed monuments that exist in the 4 Circles. Based on available information for the year 11, approximately over 4 million visitors have visited these monuments. The visitor history for these monuments is provided in Annexures (More details can be seen on ASI website, Archeological Survey of India, Ministry of Culture Page 11 of 17

13 RFP for e-ticketing Solution Volume-I. e-ticketing Project.1 Project Vision ASI proposes e-ticketing initiative to harness the power of ICT Platform for its vision To ensure transparent, easy, efficient ticketing system using ICT to facilitate world class Visitor experience In order to streamline its processes and increase efficiency and effectiveness of services, ASI has undertaken a comprehensive exercise to implement ICT based e-ticketing system across ticketed monuments across India. The ICT based system is also aimed to bring in transparency and sustainability of the processes.. Project Overview ASI intends to establish a state of the art e ticketing solution which envisions the capability of the solution to sell and book tickets online and at the Point of Sale (POS) counters for the ticketed monuments using a centralized solution. The system should be hosted on a robust server which is capable of dealing on real time basis. The system should be able to generate tickets and validate the entry to the monuments..3 Project Objectives The key objectives of the e-ticketing initiative are: a. Provide procurement of tickets through a web based centralized e ticketing solution with online payment facility b. P o ide p o u e e t of ti kets at the Poi t of ale at o u e ts th ough a centralized e ticketing solution c. To increase the efficiency and improve monitoring and administration of ticketing d. To increase transparency and accountability to the ticketing system e. To improve visitor experience through issuance and validation of tickets electronically. Archeological Survey of India, Ministry of Culture Page 1 of 17

14 RFP for e-ticketing Solution Volume-I 3. Overview of Current State of Ticketing at the Monuments The section below detail the current state assessment of the processes being followed: ASI currently has multiple means of issuing tickets for monuments, most of which are Point of Sale based systems. Ticket issuance currently has the following typical characteristics: Tickets are typically printed centrally at India Security Press, Nasik, and issued to each circle based on indents received at the Headquarters. At each monument, the ticket issuing counters are usually separate from the ticket checking locations. Many monuments have multiple ticketing counters and multiple ticket checking entrances. A visitor could purchase a ticket from one counter and decide to enter from any of the ticket checking entrances, and vice versa. Tickets could be issued by multiple ticket issuers for the same monument, each of which could be a valid ticket format. Group bookings are possible, whereby a visitor could be issued multiple tickets for the same monument, each ticket being used for a separate visitor. A purchaser of ticket may therefore not necessarily be the end user of the ticket. Some tickets are available which provide a visitor access to multiple monuments on the same ticket. Usually, the ticket checking staff either collect the ticket altogether, or tear and retain a counterfoil with the stub being returned to the visitor. No mechanism exists to identify a ticket with a ticket holder either at the issuing point or at the checking point. The ticket issuers as well as the ticket checkers are typically Multi Task Support (MTS) staff members of ASI who are expected to perform this function in addition to their other routine functions. In many cases, this is not their primary job. There are no fool-proof mechanisms to ensure that only ticket holders enter a monument site. Likewise, there is no tracking mechanism to see whether every issued ticket is used at a monument site. The reconciliation of payments for tickets to issuance of tickets is currently manual. In many instances, registers are maintained to tally the amounts. Payments are not recorded in a system, and all deposits are made manually at the end of the day, at the local branch of the bank. In some cases, receipts are split between ASI and the local civic body with separate su issio s to ea h pa ties a ks. 3.1 Key problems being faced by different stakeholders It may not be out of place to mention here that the stakeholders who affect ticketing system in one way or the other face a lot of problems while delivering /receiving services. The key Archeological Survey of India, Ministry of Culture Page 13 of 17

15 RFP for e-ticketing Solution Volume-I problems faced by ASI and different stakeholder groups are summarized in the following paragraphs. ASI No standard mechanism queue management at ticket counters and entry gates. Insufficiency of staff in manual ticketing process and deposit of funds in government account. Lack of effort to attend to complaints and grievances. Loss of revenue due to malpractices Citizens/Tourists Only single channel for providing the service, thus leading to Citizens standing in long queues. No priority ticketing for the elderly, women with small children and differentlyabled. Delay in closure of complaints and grievance redressal. Possibility of overcharging of visitor fee from the tourists visiting the monuments Archeological Survey of India, Ministry of Culture Page 14 of 17

16 RFP for e-ticketing Solution Volume-I 4. Project Requirements 4.1 Statement of Work a. Study, design, customization, testing and deployment of a web-based e-ticketing system, integrated with payment gateway, to enable visitors to pre-book tickets on internet at their convenience. b. Supply, installation, configuration, customization, integration, testing and commissioning of Point-of-Sale (POS) application at ticketed monuments that shall have a common back-end platform that integrates with a common solution. c. Procurement, installation, configuration and commissioning of client side IT and non-it infrastructure d. Deployment of server side application including IT and non-it infrastructure at the DCDR that is either owned by the IA or through a third party arrangement by IA. e. Facilitate ASI in provisioning, configuration and commissioning of network links to all the identified monument sites of ASI that enables connectivity to the Data Center and Disaster Recovery Center f. Supply of manpower services to manage and operate the ticketing system at ticket issuing counters and entry gates g. Operation and Maintenance of the entire e- Ticketing System including Application, IT & Non-IT infrastructure for a period of five years from the date of final Go-Live h. Documentation of the e- Ticketing Project Archeological Survey of India, Ministry of Culture Page 15 of 17

17 RFP for e-ticketing Solution Volume-I 4. Detailed Description of Requirements and Features 4..1 Study, design, customization, testing and deployment of a web-based e-ticketing system, integrated with payment gateway, to enable visitors to pre-book tickets on internet at their convenience Detailed Functional Requirements, System Requirements Study and System Design: a. The Implementation Agency (IA) shall prepare an Integrated Project Plan for the entire project that covers detailed tasks which are intended to be performed, as part of the project. b. The roles and responsibilities for the project team along with support arrangements that are expected from ASI need to be jointly arrived at and have to be signed off between the IA and ASI. c. The IA needs to prepare and submit an Inception Report, which will serve as the foundation document for all activities related to the project. Additionally, the Inception Report must cover the risks the IA anticipates and the plans they propose towards mitigating those risks. d. The acceptance of the Inception Report by ASI is necessary before proceeding to the next stage of the project Requirement Gathering and Analysis a. A high-level analysis of processes has already been done and functional requirements have been identified. The Functional Requirements as envisaged for this project is referred in Section 5 of this RFP. b. The IA needs to go through the document, and may consult with ASI wherever necessary to obtain more details on the requirements of the project and have to get a sign-off separately for the Functional Requirements. The IA shall conduct a detailed Functional Requirements gathering and prepare a Functional Requirement Specification (FRS) document. c. The IA shall conduct a comprehensive discussion with ASI (or its representatives) and subsequent analysis to ensure that each of the requirements captured in the FRS document is covered in the requirements analysis and are later captured in the eticketing system. d. A ti ities o du ted as pa t of this task ill esult i the p oje t deli e a le eticketing Functional Requirements specifications (FRS) & Software Requirement pe ifi atio s do u e t, hi h shall detail the e ui e e ts of the o plete solution up to the last possible detail. ` Archeological Survey of India, Ministry of Culture Page 16 of 17

18 RFP for e-ticketing Solution Volume-I System Design a. Having conducted a comprehensive analysis of the requirements for the e-ticketing system, the IA would need to prepare system architecture and design documents for the e-ticketing project. b. The architecture document should give the complete architecture of the proposed eticketing System. The documents including, but not limited to the following, shall be submitted for a sign-off. 1. Application Functional architecture. Format of all input screens including data entry requirements 3. Format of all reports that would be generated by e-ticketing System 4. Access control mechanisms, data security and audit trails to ensure that databases are not tampered with or modified by unauthorized users c. Build a complete audit trail of all transactions (for e.g. add, update and delete) using transaction log reports, so that errors in data, intentional or otherwise, can be traced and reversed. Access Controls must be provided to ensure that the databases are not tampered with or modified by the system operators. Implement data security to allow for changes in technology and business needs. Based on the requirements analysis conducted above, the IA must develop a comprehensive solution for eticketing system. d. Design and Implementation of the System Architecture: The Implementation Agency shall be entirely responsible for the architecture of the system implemented to satisfy all features, functions, performance and security as described in this document including sizing of the required hardware. System architecture description provided in this document is for reference only. The IA should ensure all possible and required improvements. e. The e-ticketing system should be able to support all latest version of common browsers like Internet explorer, Mozilla, Chrome, Firefox, Safari etc. f. The IA shall o side use s i puts he the a e fi alizi g all desig o po e ts including user interfaces, mode of data entry, storage and retrieval, outputs reports, queries and the application design as a whole. g. The IA shall prepare the Solution Architecture, Hardware Deployment Architecture, Network Design, Security Architecture etc. for the e-ticketing system. h. The IA shall provide plans for User Acceptance Tests (UAT) and System Integration Tests (SIT) including Performance Tests (PT) to ASI and/or its designated Third Party Archeological Survey of India, Ministry of Culture Page 17 of 17

19 RFP for e-ticketing Solution Volume-I Audit Agency (TPAA) and make the necessary changes to the e-ticketing system to optimize performance. i The IA would be responsible for making sure that all the above considerations are adequately met. The IA shall deliver an architecture document covering the above aspects. The IA shall deploy a dedicated team experienced in customization, testing and deployment of proposed e-ticketing system portal. a. The IA shall ensure that the proposed e-ticketing portal provides adequate interfacing mechanisms (both at the application and data level) with a view to integrate with payment gateway systems. Such interfaces shall follow industry sta da ds su h as Appli atio P og a i g I te fa e API s a d e se i es. b. The IA shall supply the application, database and related software, integration tools, along with the source code of customized function and requisite perpetual licenses for other software and tools. c. The IA shall create all necessary master files for the e-ticketing system. d. The IA shall design the hardware configuration in line with contemporary principles and ensure that it comprises various servers including database, application, web servers etc. 4.. Supply, installation, configuration, customization, integration, testing and commissioning of Point-of-Sale (POS) application at ticketed monuments that shall have a common back-end platform that integrates with a common solution a. Once the Solution Design Document (SDD) is completed and signed-off by the designated team of ASI, the IA shall procure and customize the POS application to implement the functional and design requirements as defined in the initiation phase. b. The IA should deploy a dedicated team experienced in customization, deployment of POS application as per the functional and technical requirements specified in the RFP. c. Configuring the POS application according to localization and specific requirements, development of interfaces where necessary. d. Provision of a desktop based and handheld based ticket issuance and verification application deployed at the monument sites. At every stage of the Customization/Configuration process, the different components of the e-ticketing system must get thoroughly tested to make it bug-free. Archeological Survey of India, Ministry of Culture Page 18 of 17

20 RFP for e-ticketing Solution Volume-I 4..3 Procurement, installation, configuration and commissioning of client side IT and non-it infrastructure a. The IA shall draw out and provision the detailed specifications/requirements for the infrastructure that needs to be used for hosting the e-ticketing system including but not limited to servers, desktops, network equipment, application software, system software and any other software. b. The IA must procure, install and successfully commission the suggested hardware (as mentioned in the Client Side BOM covered under Section 7 of this volume) at all specified monument locations in such a way that the implementation plan does not suffer. c. The IA must install, configure and deploy the application on both POS hardware and handheld device d. Upon successful commissioning of all hardware and installing the software (both application software and system software), IA shall obtain a successful completion certificate from ASI. e. The IA must also procure and successfully install all the system software such as operating systems and any other software for using the e-ticketing system. IA is expected to prepare all project locations sites for setting up the necessary client site infrastructure. This will include but not limited to Provisioning Local area network (LAN cables, LAN ports, etc.) however civil works is excluded from the provisions, which shall be executed by ASI f. Supply of hardware, software, networking equipment, UPS to the location as per the requirements g. Physical Installation of Desktops, handheld device, ticket printer(s), Switch Connecting peripherals, devices, Plugging in etc. h. Operating System Installation and Configuration i. Installation of Antivirus and other support software if any j. Configuring the security at the desktops and switches k. Network and application Configuration Archeological Survey of India, Ministry of Culture Page 19 of 17

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