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

27 Portal for public access. Interfaces Analytics and Reporting Module Analytics & reporting Business requirements To adopt an Analytics and Reporting tool that integrates back with the, Service and Service Provider module, Payment and Transaction Module and CRM applications to analyze customer transactions, customer spending, customer feedback, call center queries for gaining deeper insights into user spending and feedback. This shall in turn result in designing better service offerings on the portal, design a rich user experience and create effective marketing campaigns for the portal. The analytics and reporting tool will also integrate with the TCSP M&E module to analyze the performance data received from various stakeholders in the TCSP program and convert it into useful business information. The system should be capable of generating trend and performance reports as per inputs and requirements of the O/o DC MSME Interfaces Payment and Transaction Management Portal Services and Service Providers Management Customer Relationship Management TCSP M&E Module Grievance redressal platform Business requirements The module will provide an application form for a person or organization to submit their grievance concerning any of the nodes of the Ministry to the Ministry The system should generate a unique identification number upon the submission of a grievance. The number should be used to track the status of the grievance. The system should have the capability to be integrated with similar portals of other government departments that monitor grievances. The processing and redressal of the grievance shall be done through dedicated workflows The system should provide functionality to generate alerts on status Page 27 of 58

28 Interfaces NA updates for internal stakeholders as well as internal stakeholders using the module 6.2 Envisaged services Brief descriptions of the functional requirements of the modules that will need to be provided by Service providers engaged with the National Portal are provided in this section B2B/B2C marketplace Services Listings and Catalogue Services The portal shall allow an MSME to list their products, services and catalogues, businesses and clusters. The listing and catalogue services shall also list the buyers, partners and distributors. The service shall provide links to the microsite and graphic designs of product catalogues of MSME subscribers along with detailed product pages. A comprehensive discovery and search service for potential buyers and sellers shall be made available. Provisions for interactions and information exchange between the buyers and sellers to discuss about the products information shall be provided by the service. The services shall also allow the users to post trade leads, tenders floated, user reviews and ratings about various products offered Users shall also be given provisions to publish information about any online events, webinars, and national/ international trade fairs. The listing and catalogue services shall allow the users to post online advertisements and also enable marketing Sales and Transaction services The Sales and transaction service shall allow negotiation between the buyers and suppliers. It shall also provide credible information about the different organizations credit worthiness. This service shall enable the users of the portal to transact by buying/ selling of various products and services. The sales and transaction services shall provide a company level aggregation of various orders (both on buyer and seller sides). Page 28 of 58

29 Matching of available capacity across the suppliers and the unmet demand of customers shall be done by the services. This service shall support the payment transactions online along with payments using escrow services and payments using credit lines. Inspection Services This service shall provide an option for the buyers to engage third party inspection agencies for inspection of seller s products. This service shall give a provision for negotiation between the buyers and inspection agencies and also provide a platform for online payment transactions. Manufacturing Support Services This service shall be informational and would provide technical advisory about various products and services online. Users shall be allowed to order for technical advisory services and feasibility study services from the listed service providers. These advisory services shall also help the customers and sellers in optimizing the inventories and the manufacturing lead times of production lines. This service would also have provisions for online payments and transactions for the services. / Logistics and E-fulfilment Services This service shall provide the listing of third party e-fulfilment service providers. It shall give provisions for the users to exchange information about the pickup from sellers and delivery to the buyers. These services shall perform orders consolidation and collaboration for optimized delivery of products. This service shall allow the customers and sellers to track the orders until delivery by using unique tracking numbers or identifiers. Insurance Services This service shall provide the listing of third party insurance service providers along with the products listing for engagement by buyers and sellers. These services shall allow provisions to request for services of insurance providers by the users along with a provision for negotiation between the customers and the insurance providers. The service shall also provide for the online payments and transactions for Page 29 of 58

30 availing the insurance services. The service shall also provide for the online payments and transactions for availing the insurance services. Common application platform for integrating with Third Party Service Providers The portal must enable MSMEs to create linkages with multiple service providers for e-commerce, logistics, warehousing etc. This can be enabled by using a third party or custom developed common application platform for sales, transaction, inventory, warehouse and logistics management. Interfaces Interface to customer management module for access to customer services preferences and payment transaction management for update on transactions Skill development / Learning platform Services Listing of trainings (including curriculum, schedule etc.), institutes and trainers Registration for training course and fee payment E-learning o Management of online learning content, training programmes, participant evaluation and training feedback o The details of the trainings availed and the learning content downloaded by a subscriber shall be added in the learning history of the user profile. The details of the trainings imparted/ attended shall be analysed for assessing the training needs of the users. Discussion forums on various topics shall be made available for the users to collaborate and interact for knowledge transfer. The e-learning module of the portal should be able to offer online examinations and evaluation methods for the participants who subscribed to the online course offerings. The portal shall have a provision for collecting feedback from the participants about the training services offered. The feedback collection criteria should be customizable for the administrative users to be able to collect training specific and focused feedback. It should also enable access to a searchable talent pool by creating an online certification repository to enable industry users to collaborate. Page 30 of 58

31 Various government and non-government stakeholders, approved by the Ministry, such as applied research institutes, academic/education institutes, academia should be able to access the skills/learning platform for accessing and sharing training content for MSMEs. Interfaces Interface to customer management module for access to customer services preferences and payment transaction management for update on transactions E-recruitment Services Platform for listing employment opportunities by PSUs, large scale manufacturing units, MSMEs, technology centres etc. The recruitment portal shall allow the institutional and individual job seekers to post their resumes and apply for jobs listed. Job search capabilities shall be made available for the users on the basis of various parameters such as by company, category, locations, skills, designation, emoluments, etc. Repository of the recruiters for the job seekers to search for possible job opportunities. Resume writing services shall be offered to job seekers to help them in making of their resume profiles. Job advertisements shall be put up on the portal as required by the recruiters through appropriate payment for advertising space on the portal. Job alerts and mass recruitment campaigns through shall be made available to intimate the job seekers about the relevant job opportunities available. Services such as resume search and background search shall be provided for recruiters to help them in recruiting the right candidates. Resume search shall have features like featured resumes, higher ranked resumes in search, etc. Custom job search and job recommendations by experts shall be made available to the job seeking subscribers for more focused job search. The module would provide an interface for Technology Centres and other approved government and non-government institutes such as applied research institutes and academic/education institutes to upload list of all trainees completing certified trainings from them. Interfaces Interface to customer management module for access to customer services preferences and payment transaction management for update on Page 31 of 58

32 transactions Funding platform Services Enable users to post funding requirements along with project details and business plan Maintain central repository of fund seeking agencies Enable discovery & search for fund seekers (MSME) by FI or private investors Enable Credit rating certification on the fund requirement page Interfaces Interface to customer management module for access to customer services preferences and payment transaction management for update on transactions Page 32 of 58

33 7 IT Principles for the MSME National Portal The National Portal solution shall be broadly governed by key architecture and technology principles as listed below: 1. Business Alignment with ICT initiatives: The solution and the process will provide transparency, flexibility and convenience to create an interactive, easy to use and intuitive user interface for data subjects, system attendants and system administrators. The technology platform should be self-sustainable but all commercial/business decisions should be taken in the best interests of the MSMEs under the guidance of the O/o DC MSME. 2. Open Standards Based: Technology choices should be based on open standards and widely adopted frameworks as long as they meet the needs of the system. The solution shall have: a. technologies that are based on open standards b. frameworks that are widely adopted 3. Cloud enabled: Technologies that support deployment on a virtualized platform. The solution should support: a. Ability to deploy and run the application within a private cloud platform to take advantage of next generation cloud features. b. Running services in virtualized environments c. Metering of CPU, network and storage utilization d. Throttling of CPU, network and storage utilization e. Multi-client capable services 4. Interoperability & Upgradeability: The design must allow for replacement of hardware components with comparable hardware components from any vendor with minimal impact on the remaining hardware components. It is expected that the proposed software solution will be implemented on commodity hardware. The solution should be upgradeable as per client requirement. In addition, the NP-SP shall be guided by the following principles in performance of its role with respect to MSME National Portal implementation. These principles are outlined in brief below: 7.1 Architecture principles (i) (ii) IT & Business Alignment: ICT provisions should be aligned with MSME strategy to allow maximum benefit for MSME. 3 Tier Layered Service Oriented Architecture (SoA): Layered SoA for Business Integration a. Common Service-oriented run time environment for distributive integration using enterprise-service bus b. Layered integration architecture into multiple stacks of services (B2B/B2C market place, Online Learning Portal, E-recruitment portal, E-Governance Portal etc.) that can be delivered using enterprise-service bus c. Follow the basic service oriented architectural principles for each layer such as loosely coupled, re-usable and sharable, abstracted/opaque and secured interface within services and with third party portals Page 33 of 58

34 (iii) (iv) (v) (vi) (vii) (viii) (ix) (x) (xi) (xii) Use of service-oriented integration pattern for maximum re-usability, leveraging existing application and infrastructure (available with various market players such as B2B/B2C Marketplace, Online Learning, e-recruitment etc.in similar field) and increasing interoperability between disparate integration technologies Multi-Channel Integration Services across various delivery channels with core service application module via front-end and backend integration The solution should support Single Sign-on (SSO). B2B Integration Service to ensure B2B transaction non-repudiation, B2B partner Management and multiple protocol support for seamless integration Performance of the portal should be independent of traffic, number of users, no of content records increase, number of simultaneous users etc. The portal should be device agnostic. Portal accessibility should be cross platform and crossbrowser Portal should support various types of file formats such as.doc,.ppt, pdf, picture files, webcasts, multimedia files, audio, video files, etc. Portal should have a robust search mechanism supported through creation of repository schema and taxonomy management for the portal content repository Compliance with GoI standards and guidelines for ICT application and infrastructure. Information Asset, Sharing and Accessibility: Information on MSME National Portal is an asset of MoMSME. Information sharing and accessibility should be enabled in such a manner to allow service delivery across business functions, without compromising the GoI information security policy and guidelines (xiii) Data Transparency: Any data that does not include personal information of sellers, buyers, e- learning enrolees etc. must be available to public under RTI act (xiv) (xv) (xvi) (xvii) Performance and Scalability: The system must be highly performance in order to achieve the enrolment goals. It should be possible to scale quickly to meet the enrolment needs. Reliability: The system must be reliable against hardware and software failures and Disasters. Integrity of data and availability must be assured. Business Continuity: Uninterrupted operations in face of disasters Legal Compliance: Laws of the land and policies set by Ministry of MSME 7.2 Security Principles (i) (ii) The system must be secure at all user touch points by using suitable security protocols and data protection methods The portal shall use Public Key Infrastructure (PKI) based security protocols Page 34 of 58

35 (iii) (iv) (v) (vi) (vii) (viii) Multi-layer security must be employed starting with networks, perimeter, DMZ, Data Centre, applications and databases. Compartmentalization and Defence-in-Depth, MSME National Portal architecture should embrace the concepts of compartmentalization and defines-in-depth as a security policy All types of network attacks must be identified and counter measures must be put in place. A comprehensive threat model has to be created and security solutions implemented accordingly. The system must follow a role based access control at all levels. The system must support extensive logging at all levels and associated tools for audit and quick alerting in case of unforeseen malicious access. 7.3 Data Security Principles (i) (ii) (iii) (iv) (v) (vi) All MSME data should reside with the MoMSME within a specific infrastructure developed for the purpose by NP-SP. All data on MSME National Portal must be secured and there shall be no direct access to it other than through well designed services. Data privacy will be given appropriate emphasis with commensurate liability and indemnity provisions All the hardware assets must also be secured throughout their life cycle as they may contain sensitive data. Different parts of data might need different security classification Data Trustees must ensure quality of data. 7.4 Application Security Principles (i) (ii) (iii) (iv) (v) Apply defines in depth: The principle of defines-in-depth is that layered security mechanisms increase security of the system as a whole. If an attack causes one security mechanism to fail, other mechanisms may still provide the necessary security to protect the system. Use a positive security model: A "positive" security model (also known as "whitelist") is one that defines what is allowed, and rejects everything else. Fail securely: The security mechanism should be designed so that a failure will follow the same execution path as disallowing the operation Layered Security - information systems (including applications, computing platforms, data and networks) should maintain a level of security that is commensurate with the risk and magnitude of the harm that could result from the loss, misuse, disclosure or modification of information. Security Plan - Information Systems security should be built into systems from their inception rather than bolted on after system implementation. Page 35 of 58

36 (vi) (vii) (viii) (ix) (x) (xi) Security Control Modularity - Safeguards should be modular so that they may be removed or changed as the system and enterprise risk profile changes Avoid security by obscurity: The design or logic of the security control should be based on open and known principles (e.g. PKI). Keep security simple: Attack surface area and simplicity go hand in hand. Keep architecture and implementation simple. Detect intrusions: The system should have the capability to log security-relevant events, monitoring and reacting quickly to detect and counter it. Don t trust infrastructure: Application security shall not depend on infrastructure security. No assumptions should be made about secure infrastructure. Establish secure defaults: by default, the experience should be secure, and it should be up to the user to reduce their security if they are allowed. 7.5 Management Principles (i) The management of system shall be SLA based. (ii) System should have an Enterprise Management Solution that provides end-to-end, comprehensive, modular and integrated management of IT infrastructure components to maximize the availability of IT services and SLA performance. The components are: Network, Servers, Storage Platform Software (OS & Middleware), Applications & Services Databases Management Applications & Services Users and their transactions BCP, Backup & Restore services (iii) (iv) (v) (vi) (vii) (viii) (ix) (x) System Management shall follow all processes as per to ITIL standards. This includes Asset Management, Vendor Management, Configuration Management, Incident Management, Performance Management and Capacity Management. System shall have a dedicated Network for operation and maintenance Management to have minimal overhead on the system Management should be automated to the maximum possible extent. Management system should be based on open standards Extensive reporting to help management and administrators to take quick decisions System should track all the assets in use or acquired for use in real time. Real-time status of the system should be available at all times. Page 36 of 58

37 (xi) (xii) (xiii) (xiv) (xv) System Management should intelligently perform root-cause analysis to rapidly bring the system back to normal working conditions The system should have integrated performance management capabilities The system should be upgradeable without affecting production It should be possible to dynamically manage the capacity of the system. This can happen as per a planned large scale increase or elastically as the system needs change in real time. It should be possible to proactively manage all the system hardware and software components maintenance and licenses throughout their life cycle. 7.6 Technology Principles (i) (ii) (iii) (iv) (v) (vi) (vii) (viii) (ix) (x) The system should be built from best of breed components with no obsolescence and with futuristic designs. The technology adopted should be continuously refreshed to achieve significant improvements in TCO. The system shall use commodity hardware such as blade servers, SAN storage modules, network components. The specified components must be available from at least 2-3 sources. All the system components must follow open standards. Interoperability of servers from different vendors is required at the rack level. Always available by using appropriate IT tools, technologies and replication methods. Modularity: Simplicity, scalability, manageability to handle huge data volumes Ensure Performance and Scalability for applications and infrastructure Efficient Resource Utilization by adopting suitable load balancing tools and techniques. Page 37 of 58

38 8 Scope of work for NP-SP The scope of the NP-SP can be divided into 2 tracks: a) Managed Services: Engaging with various service providers for each service offering on the portal, enabling publishing and integration of their services on the portal, assessment of the quality of their services and Developing a MSME National portal brand, its promotion & maximizing the enrolment of MSME usage on the portal b) Technology Services: Setup and Maintenance of the required hardware and software infrastructure for the delivery of the services The various subcomponents of the 2 tracks are as follows: The detailed activities and deliverables to be undertaken as part of each of these tracks are included in the following sections. Page 38 of 58

39 8.1 Track 1: Managed Services No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables I. Develop Service Provider Ecosystem (C1) II. Management of Service Providers (C2) 1. Undertake Service need and demand assessment to help identify the service that need to be provided on the portal. This includes defining the service levels, service delivery blue print, technology requirements, service support service goals and KPIs. 2. In conjunction with the Ministry, prepare Service charter for all the services to be offered through the National Portal. Any changes/deviations in the same would need to be approved by the O/o DC MSME. 3. Identify service providers from the market who can provide the required services and invite them to provide their services on the portal. 4. Engage with service providers for each service category (such as B2B/B2C Marketplace, online learning, e-recruitment, funding platform etc.) and establish contractual and commercial arrangement in consultation with the Ministry 5. Develop, in consultation with O/o DC MSME, multiple revenue generation models for the National Portal based on the nature of services provided 6. Promote competition among service providers to improve quality and drive down costs while providing new revenue opportunities for the service providers 1. Enable publication and integration of the services into the National Portal 2. Manage the service provider lifecycle right from on-boarding them and provide required support and hand-bolding during their engagement with the National Portal. The service include: a. Service Provider On-boarding and Orientation b. Service provider Contract and Commercial Management c. Service provider and grievance handling d. Transition management i. Hand over /take-over of service from another service provider 1. Service Charter for the National Portal 2. Bi-annual Service Demand Forecasting report 3. New Service business plan document including pricing review and list of potential Service Providers 4. Service Provider on boarding MIS 5. Annual Pricing review 1. Annual Service Provide Review Page 39 of 58

40 No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables ii. Process, Technology and Data transition where required iii. Knowledge Transition iv. Talent Retention / Acquisition, where required 3. Establish a mechanism to assess the Service Providers on the quality of their services offered based a. Develop a detailed Service and Service Provider Quality Assessment framework and tools b. Institutionalise the adoption of framework including training and change management and socialising its adoption by the program stakeholders c. Assess, Review and enhance the framework on periodic basis or as per requirement during the course of the contract 4. Regularly assess the services of the Service Providers based on pre-define SLAs and KPIs. III. Promotion of the National Portal (C3) 1. Develop a MSME National Portal brand and define the key brand attributes 2. Promote the MSME National Portal among MSMEs through various means that include Direct Marketing through Online and Offline channels with the aim of maximizing the enrolment of MSME usage of National Portal 3. Undertake extensive customer on boarding programs for user groups across the MSME ecosystem. This shall include Portal promotion campaigns, training, registration and hand- 1. Branding and Marketing Strategy for the National Portal 2. Customer on boarding MIS 3. Repository of existing/new MSMEs holding support and other required assistance 4. Create and maintain an updated central repository of existing and new MSMEs IV. Operating the National Portal (C4) 1. Promote and Administer services across the user group and offer transaction assistance for various services through online and offline support 2. Liaison with CNMs, TPs, TCs, MSME and other ecosystem partner groups to promote adoption of services and seek feedback for continuous improvements 3. Undertake regular review of service effectiveness from the O/o DC MSME, MSMEs, Service Providers and other TCSP stakeholders and provide feedback and way forward in consultation 1. Annual Customer & Service Provider Service Review 2. Monthly Service Revenue MIS 3. Monthly Payments and Settlement Report Page 40 of 58

41 No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables V. Data Management (C5) VI. Project Planning and Governance (C6) with the Ministry. 4. Undertake Service Revenue and Commercial Management covering Service Tariff Management, pricing and collection, delivery of service statements and MIS to concerned stakeholders including end users 1. Migrating all relevant data available with the ministry w.r.t. MSME schemes, regulatory compliances, financial assistance etc. into the Knowledge Repository on the National Portal 2. In consultation with the CNMs, identifying and engaging with the relevant trade and industry associations, academia, educational institutions, applied research institutions, service providers, other government support institutions for sourcing and publication of data for the knowledge repository 3. Maintaining the knowledge repository on the national portal and ensuring that the content is updated regularly 4. Convert all TC training courses into e-learning modules that can be offered on the e-learning portal. All necessary static content for these training modules will be provided by the TCs. 5. Updating a list of all trainees who have completed certified training from Technology Centres and other approved applied research institutes and academic/education institutes to the e-recruitment module. 6. Create policies, procedures and guidelines to incentivise the stakeholders involved in the MSME ecosystem for content sharing through National Portal Repository. 1. Define detailed project implementation plan for the execution of the project and ensure compliance through execution 2. Define governance and escalation matrix mirroring Ministry s project team 3. Define Risk management plan and undertake risk management exercise on the project life cycle. 1. e-learning Modules for Technology Centre training programs 2. Up to date content for various modules of the portal 1. Project Charter with detailed Project Plan 2. Weekly Project Status Update 3. Fortnightly Steering Committee Update 4. National Portal MIS Page 41 of 58

42 No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables 5. Monthly SLA Compliance Report 8.2 Track 2: Technology Services No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables VII. Current State Assessment of existing IT and Non- IT infrastructure (C7) 1. Undertake survey of all existing IT infrastructure at Ministry, O/o DC MSME, Regionals offices and TCs and prepare the inventory of IT applications and infrastructure 2. Interact with the stakeholders for understanding existing IT investments and perceived future 1. Current State IT Report needs 3. Study operations at Technology Centre covering all key functions like Production, Training, and Marketing etc. 4. Study and assess the IT adopted in each of the following areas: a. Production Services b. Training Services c. Marketing d. MIS Reporting e. Administration including Finance, Inventory, HR Management, etc. VIII. National Portal Architecture Design (C8) 1. Conduct elaborate stakeholder consultation to understand and validate the National project requirements 2. Build upon the IT Architectural principles 1. National Portal Architecture Document 2. National Portal Content and 3. Build upon the detailed Target IT architecture covering Business Architecture ( including Service delivery Framework Service Blueprint), Data Architecture, Application Architecture, Technology Infrastructure and Network architecture Page 42 of 58

43 No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables 4. Develop Data and Technology standards including a. Data standards of logical data entities b. Application and Technology Interfaces standards c. Metadata definitions 5. Design a detailed Portal Content and Service Delivery Framework with well-defined taxonomy and metadata definitions 6. Detail the information security architecture, policies and processes 7. Detail Technology and standard compliance matrix for complying with applicable national and international standards and guidelines 8. Build upon the IT operations and Service Management 9. Detail the data and technology migration plan 10. Develop detailed IT Architectural Design document IX. Design, Configuration, Development and Deployment of Business Applications and Application Interfaces (C9) 1. Conduct elaborate stakeholder consultation to establish detailed business application requirements for applications that include a. egovernance which includes i. Schemes and application management ii. Grievance Redressal Platform iii. Knowledge Repository 1. SRS and Test Case Documents for all applications iv. TCSP M&E Framework b. Third Party Application interfaces with other ministries database, External service providers. c. Common service applications i. User Subscription and Management Page 43 of 58

44 No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables ii. Service Provider Management iii. Mobile Service Delivery gateway iv. Payment gateway v. Contact Centre (CTI+IVRS+CRM) etc. X. Central Server Side IT Infrastructure Design, Supply & Deployment (C10) 2. Develop/enhance detailed Business Requirements Document and priorities the requirements across Application Release roadmap in discussion with O/o DC MSME 3. Develop test cases with requirement traceability 4. Prepare high level and Detailed Design / configuration documents for custom development and Off-the-Shelf applications as identified 5. Define Development guidelines and practices 6. Setup development, testing and production environments 7. Undertake application development 8. Integrate with applications of the various service providers 9. Setup, prepare and assist Ministry in acceptance testing of the applications 10. Provide 24x7 support to Application including level 1 and level 2 support as per SLAs defined 1. Assess the re-use of the existing infrastructure, if any 2. Undertake work load analysis and detailed IT Infrastructure capacity planning to estimate the DC space and power requirements, compute, storage, network, bandwidth requirements 3. Undertake quarterly capacity planning based on the demand assessment undertake for various services (existing and new) and accordingly identify the capacity requirements for IT infrastructure in near future 4. Assess and finalize the end user compute requirements at office location in terms of Desktops, peripherals LAN at Ministry, and other office locations as may be required 5. Undertake site preparations, supply, install, commission the required infrastructure 1. Central IT Infrastructure Deployment Architecture (HLD and LLDs) 2. Quarterly Capacity Planning Report 3. Go-Live planning document with readiness check lists 4. Technology Refresh Report (at end of third year of contract) Page 44 of 58

45 No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables 6. Establish/provision WAN and connectivity across DC, Stadium and office location 7. Undertake BCP and failover testing of the infrastructure and its conformance to the SLA 8. Setup, prepare and assist Ministry in the acceptance testing of the infrastructure 9. Undertake Go-Live readiness test and undertake service migration as part of defined go-live plan 10. Undertake post migration activities as may be required XI. Application Management (C11) 1. Define detailed Application Maintenance and software engineering processes of enhancements, change management, upgrades, etc. 1. Application User Manuals 2. Application Change Management 2. Define Templates and procedures for identifying and classifying the application enhancements Plans and release management 3. Prepare and execute testing and release of the application features into production with controlled migration 4. Prepare detailed documentation and user manuals for the applications XII. Central IT Infrastructure Management (C12) 1. Operate and Maintain the Central server side and end use IT infrastructure as per well-defined SOPs 2. Undertaken Schedule and ad hoc maintenance (on need basis) and operations like Data 1. IT Infrastructure SOPs backup, replication, patch management and upgrades 3. Establish basic tools for DC IT management to undertake health check monitoring, troubleshooting etc. with semi-automation of DC operations 4. Undertake BCP DR drills including Site failover to DR; retrieving and replay video feeds from archive and document review findings and undertake corrective actions where required 5. Maintain well documented and updated IT inventory of assets including licenses for ready reference 6. Establish Access control and shift wise attendance management 7. Establish leading practices like ITIL based IT service Management with up-to-date service Page 45 of 58

46 No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables catalogue XIII. Technical Support and Helpdesk Service (C13) 1. Provide facilities management and technical support to user groups 2. Provide Central technical Support (for level 2 and level 3) and onsite support at TCs 3. The duration of the support shall be 24x7 1. Tech Support SOPs 2. Escalation Matrix 3. Quarterly Tech Support MIS 4. Established well document process, service levels, severity levels, escalation matrix, incident and problem management based in leading practices like ITIL 5. NP-SP shall deploy skilled manpower to handle all domains covered in the scope for providing the support XIV. Establishing and Operating a Call Centre (C14) 1. Set up public facing central contact centre infrastructure to handle in-bound communications over multiple channels like Call Centre, IVRS, s and SMS on 24x7 basis operating out of two to three locations across India from various stakeholder communities including MSMEs 1. Quarterly Contact Centre MIS 2. Setup and manage the central IT and physical infrastructure including IVRS, CTI, SMS gateway, etc. 3. Provide adequate capacity and manpower to handle volumes as per defined service and performance levels XV. Information Security & Risk Management (C15) 1. Develop Information Security Policy and procedures using leading standards like ISO for all Information and IT assets, infrastructure and operations 2. Define security architecture and practices across National Portal 1. National Portal Information Security Policy and procedures 3. Define and establish data privacy norms 4. Undertake security compliance review across aspect of IT and operations including applications, infrastructure, DC operations, Call centre, customer facing operations XVI. End User Trainings (C16) 1. Prepare comprehensive training plan and content for training of users across stakeholder groups on effective usage of national portal 1. Training Manuals, Training Calendar and Assessment reports 2. Undertake iterative training to end user groups classification by skills and training needs and provided structure and customized training across all identified areas Page 46 of 58

47 No. Sub-components of Scope of Work Activities to be Performed (Indicative) Deliverables 3. Undertake transition specific training and integrate it with large change management and communication plan 4. Monitor and training participant feedback to improve/customize training program on an ongoing basis XVII. Third Party Audit Support (C17) 1. NP-SP must facilitate and extend all the required support to any third party audits authorized by Ministry on any or all of the National Portal components. 1. Provision of necessary documentation and evidences 2. NP-SP shall provide all information, artefacts and share knowledge and learning as required during and for the audit. 3. NP-SP shall undertake the implementation of recommendations of the third party audit agency including any compliance gaps to standards and SLAs. 4. NP-SP must provide status of compliance before and after the audit that may be undertake on periodic basis. XVIII. On Demand Services New Application Development (C18) 1. NP-SP must assist Ministry and program partners in identifying new application requirements (including new simulation software) and in undertaking the business case analysis including business value, effort and cost analysis 2. NP-SP must undertake new application development once approved the management and as per defined process and practices 3. NP-SP shall maintain and manage this application along with the other National Portal 1. New Application Business Case Document 2. Change Management Report 3. Price Proposal 4. Updated National Portal Architecture Document components as per the directions of the managements. Page 47 of 58

48 9 Business Model The O/o DC, MSME intends to develop the National Portal in a Public Private Partnership mode with a revenue sharing model. The following section highlights some of the salient features of the Business Model envisaged for the National Portal. The business model is in the draft stage and suggestions/feedback of consultants is welcome along with the submission of the Expression of Interest. 9.1 Revenue Streams While a large number of services offered through the portal can be utilized by MSMEs free of cost, the National Portal has the potential to generate revenue from the services offered on it. The following revenue streams could be explored to generate revenue. Subscription fees Various subscription models based on role based categories can be provisioned. Users can be provided access to the portal based on their designated roles. E.g. services such as registration, posting products for buyers, posting trade enquiries etc. can be offered free of cost. However, other services like contact details of listed MSMEs, creating graphic catalogues for products and services may be provided to enterprises on a chargeable basis. In addition, premium users may opt for advanced membership where certain preferential services will be made available through charging a monthly subscription fee. Service charges from Users Services such as e-marketplace, e-recruitment, online learning etc., have high demand potential among the possible users visiting the platform. A fixed or percentage based service fee may be charged from the users for each transaction carried out against these services. Advertising The portal with a captive user base of entrepreneurs can be effective advertising and promotional platform. The National Portal shall provision for adequate space for advertising subject to approval of O/o DC-MSME. Insights, Reports & Analytics The NP-SP may build adequate capacity to create insights based on data and content available to them on the sectors and industry. This can potentially become an additional source of revenue which will enable registered members to download reports. Other sources In addition to the revenue streams outlined, the NP-SP may consider building services and recommending them to the O/o DC MSME for implementation. 9.2 Implementation Model The proposed model for implementation of National Portal is Build-Own-Operate-And-Transfer (BOOT). Based on this model, NP-SP shall undertake the development of portal, operate it in an effective manner, and then transfer it to the Ministry at the end of contract period. Considering the relevance, context, and importance of this initiative for promotion of entrepreneurship and business growth, the Ministry intends to provide initial seed capital to the selected agency. Post launch of portal, a revenue-sharing mechanism based on transactions shall be implemented. The detailed assessment of which shall be made at the stage of proposal. The revenue sharing for National portal would be based on the terms and conditions in the agreement between O/o DC MSME and NP-SP. The initial contract for NP-SP will be for a period of four years from the date of signing of contract. During this period, the O/o of DC, MSME will conduct a year to year evaluation. Prior to completion of Page 48 of 58

49 the initial contract of four years, the ministry shall conduct a performance assessment of the NP-SP. If the performance of NP-SP is deemed satisfactory, the O/o DC MSME may choose to extend the term of contract for another 2 years. In such a case, NP-SP shall have right of refusal for extension. In case of non-extension of contract/ completion of the extension term the Ministry would call for fresh tender. 9.3 Payment Terms National Portal is designed as a service oriented project and the payments to NP-SP are directly linked to its ability to render the services as agreed upon in the MSA. During the design and build phase, O/o of DC, MSME will make payments to NP-SP through the funds earmarked for this project. The payment to NP-SP during the design and build phase will be subject to deployment of the core, user interface and support applications for the Go-live of the National Portal. During the operation and maintenance phase, NP-SP has to adhere to the Service Level Agreements (SLAs) delineated in the MSA (also outlined in the ToR). NP-SP will be paid on quarterly basis including payment of seed capital and revenue from transactions logged in that quarter after deduction of necessary penalties. 9.4 Intellectual Property Ownership of all data (master, transactional and other) collected through the National Portal will be wholly owned by the Ministry. The NP-SP will have to maintain confidentiality and safeguard while handling the Ministry s data and other proprietary information/ materials of the Ministry. Any Intellectual Property Rights owned by the NP-SP, prior to the execution date and or applied for prior to the execution date shall strictly be owned by the NP-SP. Any Intellectual property rights owned by the Ministry, prior to the execution date or applied for prior to the execution date shall strictly owned by the Ministry. Any IPR generated during the execution of the National portal will be jointly owned by the NP-SP and the Ministry. For commercial off the shelf products, NP-SP or any other service provider should clearly state the ownership of such intellectual property. In such cases, NP-SP shall seek permission from DC-MSME for using those products and shall ensure that the usage of those products confirms to the licensing terms between DC-MSME and NP-SP. If the IPR is owned by a third party then it is the responsibility of NP-SP to enter into proper agreement with the owner of intellectual property for using the requisite component in the National Portal system. 10 Implementation Timelines The implementation plan for the national portal has been broken into 2 phases a) Design and Build Phase b) Operation and Maintenance Phase The first phase will be 12 months while the second phase will be continued operations post the completion of 12 months Implementation Plan The schedule below presents a high level representation of the key activities to be undertaken under each of these phases. Page 49 of 58

50 # Activity M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 A. Design & build phase M12 onwards 1 Project inception & planning 1.1 Plan for Service Provider onboarding & eco-system development 1.2 Portal solution design & development plan 1.3 Infrastructure & hardware deployment plan 1.4 Marketing strategy & promotion plan 2 Define Service Provider (SP) ecosystem 2.1 Business plan including proposed services & pricing 2.2 Establish service quality assessment framework for SP evaluation 3 National Portal - Application design & development 3.1 National portal content & service delivery framework 3.2 Application / Solution IT architecture document 3.3 Data & technology standards 3.4 System Requirement Specification (SRS) document 3.5 Application (Core, Support, E-Gov modules) development 3.6 Define & develop requisite interfaces for SP application(s) / portal(s) 4 Central server side IT infrastructure design 4.1 IT infrastructure HLD & LLD 4.2 Capacity planning report 5 IT infrastructure supply, installation & commissioning Page 50 of 58

51 # Activity M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 A. Design & build phase M12 onwards 5.1 Deployment of requisite hardware & network at office locations, DC & DR 6 Service Provider (SP) on-boarding 7 Integration of Application developed with SP platforms 8 Testing 9 Proof of Concept of the entire implementation along with the support and supplementary services for select MSME clusters 10 Go-Live 10.1 Knowledge Management and e-governance (M&E & Grievances) portal Go-Live 10.2 B2B/B2C marketplace portal Go-Live 10.3 Online learning portal Go-Live 10.4 E-Recruitment portal Go-Live 10.5 Funding platform Go-Live 11 Sourcing & upload of relevant data on Knowledge repository 12 Portal marketing & promotion activities B. Operations & maintenance (O&M) phase 13 Management of Service Providers 13.1 Regular pricing & services quality review 13.2 New Service business plan 13.3 Monthly payments & settlement reporting 14 Call center operations Page 51 of 58

52 # Activity M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 A. Design & build phase M12 onwards 15 Internal user trainings 16 Technical helpdesk & support services 17 On-demand service new application development Page 52 of 58

53 10.2 Implementation Milestones The key milestones under each of these phases are illustrated in the table below: Milestone # Milestone description Timeline (T = Start date) M0 Project plan T + 1 Month M1 Acceptance of portal content & service delivery framework T + 3 Months M2 Acceptance of SRS T + 4 Months M3 Hardware and Network Rollout T + 6 Months M4 Proof of Concept of the entire implementation along with the support and supplementary services for select MSME clusters T+7 Months M5 User Acceptance Testing T + 8 Months M6 Acceptance of Solution & Go-Live Knowledge Management Go-Live e-governance portal Go-Live B2B/B2C marketplace portal Go-Live Online learning portal Go-Live E-Recruitment portal Go-Live M&E Platform Go Live Funding platform Go-Live T + 12 Months M7 M14 Operations & maintenance quarterly review Ongoing Page 53 of 58

54 11 Service Level Agreement The Service Level agreements have been logically segregated into 2 broad categories each with a number of sub-categories a) Managed Service SLAs i. National Portal Service Uptake ii. National Portal Service Quality iii. Compliance to Implementation Plan b) IT SLAs i. Availability of Solution ii. Equipment Availability iii. Transaction settlements iv. User accounts creation v. Services related to Customer Care Group/ Functional Help Desk vi. Services related to Application Maintenance Resolution of Bugs/ Defects A brief description of these service levels along with the measurement tools are provided in the following sections. The Targets and penalties based on these service levels will be articulated in the RFP Managed Services SLAs National Portal Service Uptake # Parameter Description 1 % of Drop-outs of MSME (Month-on-Month attrition < 10%) NP-SP is expected to promote the National portal and drive up the no. of users subscribing to the services on the National Portal (i) (ii) (iii) (iv) B2B/B2C Marketplace Online Learning e-recruitment Funding Portal Measurement Tool: Customer On-boarding MIS 2 % of transactions for services on the National Portal NM-SP is expected to on board the complete MSME eco-system onto the portal to promote transactions between various stakeholders on the portal such as: (Month-on-Month reduction% < 20% ) (i) (ii) (iii) Transactions on the B2B/B2C Marketplace No. of training courses subscribed No. of business plans viewed on funding platform Measurement Tool: Portal Transaction MIS National Portal Service Quality # Parameter Description Page 54 of 58

55 # Parameter Description 1 Compliance to the National Portal service charter The NP-SP will prepare a service charter for all services provided through the portal which would be approved by the O/o DC MSME. In addition the NP-SP will also define a service quality assessment framework for assessment of the service provided through the portal. Measurement Tool: Monthly Service Quality Assessment Report 1 Feedback on Service Quality of Services provided by the various engaged service providers NP-SP will engage with various service providers for providing services on the National Portal. Regular feedback will be taken from the portal users and other stakeholders (Ministry, PMU, CNM, TP etc.) of the program on the services provided by them (i) (ii) (iii) (iv) B2B/B2C Marketplace Online Learning e-recruitment Funding Portal Measurement Tool: Bi-Annual Customer Service Quality Feedback 2 Feedback on Service Quality of Services provided by the NP-SP to portal users NP-SP will develop a number of applications to provide services on the National Portal. Regular feedback will be taken from the portal users and other stakeholders (Ministry, PMU, CNM, TP etc.) of the program on the services provided by NP-SP (i) (ii) (iii) (iv) Scheme Application Management Grievance Redressal Forum Knowledge Repository TCSP M&E Portal Measurement Tool: Bi-Annual Customer Service Quality Feedback 3 Feedback on Service Quality of Services provided by the NP-SP to Service Providers NP-SP will develop the integration platform along with core and support services to integrate the services of the service providers onto the national portal. Regular feedback will be taken from the service providers on the services provided by the NP-SP to them (i) Application Integration Support (ii) Hardware Integration Support Measurement Tool: Bi-Annual Service Provider Quality Feedback Implementation phase related performance levels # Parameter Description 1 Project Set-up Time NP-SP is expected to mobilize the team for commencement of the project Measurement Tool: Project kick-off meeting, Project management office (PMO) setup Page 55 of 58

56 # Parameter Description 2 Project Plan Documentation Project planning documentation including: Project Charter Architectural / Solution design Training Plan Measurement Tool: Deliverable Sign Off 3 Project Design Documentation Detailed design documentation including: System Requirement Specifications Software Design Document Detailed Test Plan Use Cases Measurement Tool: Deliverable Sign Off 4 Hardware delivery & commissioning Delivery, Installation and commissioning of required hardware for the solution implementation at the Data Centre / Disaster Recovery Centre Measurement Tool: Acceptance Sign Off 5 Adherence to Schedule Completely tested software shall be delivered within the committed timelines Schedule Variance (SV) will be calculated as = [(Actual Calendar Days for the new Application Planned Calendar Days for the new application)/ Planned Calendar Days for the new application]*100 6 UAT Defect Density UAT Defect Log shall be maintained and severity rating should be assigned to each defect encountered. Defect density (Severity Rating wise) will be calculated as: [(Total number of defects for that severity) / (Total Number of defects across all severity levels)]*100 7 Training Training for solution deployment as per the timeline mentioned Measurement Tool: Deviation from Plan (Actual Training Completion Date Scheduled Completion Date) 8 All Project Timelines NP-SP must ensure compliance all project timelines as per the implementation approved by the O/o DC MSME. Page 56 of 58

57 11.2 IT Service Level Agreements Availability of Solution # Parameter Description 1 Availability of National Portal at Data Centre (DC) and its related portals Uptime = {1 - [(Application downtime) / (Total Time Maintenance Downtime)]} Total Time shall be measured on 24*7 basis Further any downtime for maintenance during the 24*7 timeframe shall be with prior written intimation Measurement Tool: Reports from EMS 2 Availability of National Portal at Disaster Recovery Centre (DR) 3 Availability of EMS at the active site Uptime = {1 - [(Application downtime) / (Total Time Maintenance Downtime)]} Total Time shall be measured on 24*7 basis Further any downtime for maintenance during the 24*7 timeframe shall be with prior written intimation Measurement Tool: Reports from monitoring systems Uptime = {1 - [(EMS downtime) / (Total Time Maintenance Downtime)]} Total Time shall be measured on 24*7 basis Equipment Availability S No. Measurement 1 Peak CPU Utilization for each server at DC / DR sites 2 Peak I/O utilization for each server at DC / DR sites Definition Peak CPU utilization of each server crossing 70% for a sustained period of more than 15 minutes in the normal course (with an exception to the batch processes) is the criteria for default. Measurement Tool: Reports from EMS Peak I/O utilization of each server crossing 70% for a sustained period of more than 15 minutes in the normal course (with an exception to the batch processes) is the criteria for default. Measurement Tool: Reports from EMS 3 Memory Utilization Average daily memory utilization levels during business hours should be less than 70%. Excluding EOD processing time (Batch processing). Each occurrence, where average daily memory utilization stays above 70% for 15 minutes or more, shall be counted as 1 incident of default Measurement Tool: Reports from EMS Disaster Recovery Site Business operations to resume from Disaster Recovery Site within 2 hours of the Data Centre failing Measurement Tool: Reports from EMS & Periodic Audit Reports Page 57 of 58

58 Payment Settlement S No. Measurement 1 Time taken for end of day settlement and Payments to Bank accounts of Project owners Definition Monthly measurement of time taken through periodic audits based on logs and monitoring tool reports to be provided by the CSI User Account creation S Measurement No 1. User Account creation in National Portal after receipt of application from customer Definition Time taken for Tag Account creation after receiving the application from the customer for the same Customer Call Centre S Measurement No 1. Customer Call centre Complaint / query Acknowledgement Time 2 Customer Call centre Complaint / query closure Time Definition A complaint / query from a customer if not resolved during the call shall be officially acknowledged with a Ticket number. This ticket number shall be provided to the caller verbally during the call /by /SMS within 1 hour of the call. All complaints (excluding complaints having dependency external agencies) shall be closed within 72 hours of complaint acknowledgement. 3 Charge Back to customer account All charge back to customer account in case of settlement of dispute / resolution of complaint shall be effected within 30 days of the complaint Services related to Application Maintenance Resolution of bugs / defects S No Measurement Definition 1 Resolution Time Resolution Time, means time taken by the National Portal provider to troubleshoot and fix the bugs/defect from the time the call has been raised to the National Portal Provider till the resolution. It is based on Monthly measurement level. Measurement Tool: System generated call log of the complaints from IT Help Desk / EMS Page 58 of 58