CASE STUDIES - HCL Infosystems

HCL - ULB Implementations
CASE STUDIES
URBAN LOCAL BODIES (ULB) Implementations
ORIGINAL
Submitted To:
TCIL
SUBMITTED BY
HCL INFOSYSTEMS LTD
Web address www.hclinfosystems.in
HEAD OFFICE : E-4, SECTOR 11, NOIDA- 201301,
UTTAR PRADESH, INDIA
CONTACT PERSON : Prashant Kaul (mob- 9650827700 /
Prashant.kaul@hcl.com)
Submitted in Confidence 1

HCL - ULB Implementations
TABLE OF CONTENTS
# 1. Roll-out of a Multi Transaction Processing System at Kolkata Municipal Corporation (KMC) ........... 3
# 2. Install, Commission and operate “Municipal corporation enterprise services centres” (MCESC)
and provide ERP based solutions for essential municipal backend functions on PPP built on
BOOT for Kolhapur Municipal corporation ................................................................................ 11
# 3. Operate “Municipal corporation enterprise services centers” (MCESC) built on BOOT for Sangli
Miraj Kupwad city Municipal Corporation.................................................................................. 13
Submitted in Confidence 2

HCL - ULB Implementations
# 1. Roll-out of a Multi Transaction Processing System at Kolkata
Municipal Corporation (KMC)
Assignment Name: Roll-out of a Multi
Transaction Processing System at KMC
Location within Country: India
Name of Client: Kolkata Municipal
Corporation
Address: Municipal Commissioner,
No.5, S.N Banerjee Road,
Kolkata – 700013
Start Date
(Month/Year):
20/02/07
Completion Date
(Month/Year):
Ongoing
Country: India
Submitted in Confidence 3
Professional Staff Provided by Your
Firm: Yes
No. of Staff : under NDA
No. of Staff-Months; duration of
assignment: 10 Years
Approx. Value of Services: Total Contract
value is 36.5 Cr. (Services Included)
Name of Associated Consultants, if any: NA No. of Months of Professional Staff,
provided by Associated Consultants: NA
Name of Senior Staff (Project Director/Coordinator, Team Leader) involved and
functions performed:
Mr. Kaushik Nandy (Project Director)
Narrative Description of Project:
Kolkata Municipal Corporation (KMC) serves more than 4.5 million static and another
about 6 million floating population daily in Kolkata. It does so with the help of a complex
multi – departmental set up and networking including 15 decentralized Borough
Administrators and 141 Wards.
The current project establishes a Multi Transaction Processing System which would be a
sub set of the current Municipal Administrative System and through this project procures
the necessary IT infrastructure hardware to deploy the same. This project is to enable and
cater services to the citizens to process their Municipal Transactions
The Scope of the project envisaged architecting the datacenter deployment at MTPS at
primary and disaster recovery site. Also provision for the bandwidth requirement. The
project also requires HCL to provide FM and AMC support services for a period of 10
years.
Description of Actual Services Provided by Your consultant:
HCL’s Scope of the Project Involves:
Supply installation & commissioning of the Infrastructure to deploy the Municipal
Transaction Processing System (MTPS)
Establishment of DC& DR site in high availability mode
Management of the DC & DR solution
Management of servers & system software
Supply, Installation & Commissioning of the Oracle software and licenses
To Ensure No Single Point of Failure (NSPOF), deployment of the system in high
availability mode.

HCL - ULB Implementations
Integration of the current system with the GIS application which is being developed by
consultants appointed by KMC.
Provide a deployment architecture of MTPS at primary & disaster recovery site and the
bandwidth required for deployment
Provide a solution, installation & support for Storage, Backup and data replication from
the primary site to the disaster recovery site.
Scope of Service Delivery Includes:
The current project establishes a Multi Transaction Processing System which would be a
sub set of the current Municipal Administrative System and through this project procures
the necessary IT infrastructure hardware to deploy the same. This project is to enable and
cater services to the citizens to process their Municipal Transactions.
The target population it caters to is more than 4.5 million static and another about 6 million
floating population daily in Kolkatta. It does so with the help of a complex multi –
departmental set up and networking including 15 decentralized Borough Administrators
and 141 Wards
Services that are part of the project include:
To provide the deployment architecture of the Municipal Transaction Processing
System at the primary and the disaster recovery site
To state the bandwidth required for the deployment of the system
To provide a solution, installation and support for servers and storage
To provide a solution for backup of the data and the software
To provide a solution for replication of data from the primary site to the disaster
recovery site
To deliver a proof of performance demonstrating the satisfactory performance of the
system
Installation, testing, implementation and commissioning of all the equipments
Integration of the equipments in the data center and the disaster recovery site
System integration and fine tuning of the system components required for proper
application performance
Post Implementation Services:
‣ The project includes a 3 year comprehensive on site maintenance support after post
installation, from the date of successful implementation of the overall configuration and
further to this all the equipments would be covered under comprehensive on site
maintenance for a period of 7 years post warranty.
‣ The comprehensive support during the ten year period includes the following.
o System re-adjustment and / or system change – over support on occasions of
reconfiguration and / or up gradation and extensions if any. This should also include
operating system, RDBMS, and Cluster Management Software.
o To remedy any such defects that may develop under normal usage arising from
faulty materials, design or workmanship in the items supplied.
o Considering the criticality of the project, the services and support is to be provided
Submitted in Confidence 4

HCL - ULB Implementations
by the OEM directly.
‣ To provide a detailed technical and system architecture of the central data center,
including different technology options
‣ Provide specifications of the equipments with scalability options to ensure future
upgrade facilities of the infrastructure
‣ To provide a disaster recovery plan / solution with RPO close to zero.
‣ Deployment of a resident engineer during the tenure of the contract for easy and fast
resolution of the service calls
‣ Provide a help desk 7 days x 24 hours and to be manned by resident engineers who are
certified Oracle DBA’s, qualifies system administrators and hardware engineers in the
team providing support at the Data center
‣ To maintain the following documentation
o Project implementation plan
o Communications plan
o Quality assurance plan
o Systems manual
o Operations manual
o User manual
o Periodic status reports
o Documents containing original contractual requirements
o User feedback forms
Server Management Services
Proactive Monitoring
‣ 24*7 Proactive Monitoring of all the Servers in the KMC Data Center and DR
site. Some of the key parameters would be
‣ Availability of the Server
‣ Hardware pre-failure and post-failures
‣ Disk space Utilization
‣ Memory Utilization.
‣ Processor Utilization.
‣ Network Utilization related to the server.
‣ Monitoring log files.
‣ Critical Services monitoring
‣ Validate the alerts for False-Positives
‣ Log tickets in the Service Desk system for valid alert
Incident & Problem Management
‣ Follow the Incident Management Procedure for resolving the Incident.
‣ Co-ordinate with vendors in case of problems arising due to hardware failures or
otherwise, in which case the involvement of the vendor or principles is required
‣ Reinstallation of OS , arising due to incidents of OS crashes or problems where
a reinstallation is required
Submitted in Confidence 5

HCL - ULB Implementations
‣ Trends on the incidents / problems
‣ Recommend on the possible solution / workaround to address the probable
causes of failure.
System Administration Tasks
‣ Creating and managing directory structures
‣ Creating and managing domains
‣ Creating and managing volumes
‣ Assign Protocol addresses
User Management Services
‣ Creation of new users and deletion of existing users on request.
‣ Create and maintain users groups
‣ Create and maintain users profiles
‣ Create login and logon scripts
‣ Assigning and Maintaining user access rights as per policies defined and agreed
upon by KMC
‣ Assign and maintain space usage restriction
‣ Configuring and maintaining print servers and print queues
Release Management
‣ Follow the Release Management Process and deploy OS patches and Security
Patches.
‣ The Release Process would follow a Plan, Test and Roll-out strategy as defined
in the Change and Release Management Process.
‣ Maintain the Complete Configuration Information of the Servers
‣ Assist KMC to define standard naming convention policies
Security Administration Tasks
‣ Monitor access and security restrictions on the Server
‣ Restricted access to Business Applications
‣ Hardening of the Operating Systems as per baseline agreed upon.
‣ Security Audit for Unauthorised User access to the Production Systems
‣ User Password Control Policy
‣ Periodic Log File Archival
‣ Log File Analysis for abnormalities in Security Log
‣ Intrusion Detection over vulnerable ports in the servers
Implementation of Best Practices
‣ Controlled Release of Patches
‣ Rigorous Change Control Procedures for Patch Deployment / Upgrades
‣ Periodic System Information Backup
‣ Configuration Changes only after a formal Change Management Process
‣ Server Builds ( Build Images of the Servers to ensure quick restoration )
‣ Periodic Schedule Maintenance Activity ( which may include restart of the
Submitted in Confidence 6

HCL - ULB Implementations
systems)
‣ Recommendation and Configuration of RAID, Load Balancers for Critical
Systems
Storage Management Services
Proactive Monitoring
‣ 24*7 Monitoring of the Critical Parameters of the SAN/NAS Box…
‣ CPU Utilization
‣ Uptime Statistics
‣ Volume Usage Statistics
‣ Snapshot Usage Statistics
‣ Snap Mirror Lag
Incident & Problem Management
‣ Follow the Incident Management Procedure for resolving the Incident.
‣ Co-ordinate with vendors in case of problems arising due to hardware failures or
otherwise, in which case the involvement of the vendor or principles is required
‣ Reinstallation of the Setup , arising due to incidents of Crashes or problems
where a reinstallation is required
‣ Trends on the incidents / problems
‣ Recommend on the possible solution / workaround to address the probable
causes of failure.
System Administration Tasks
‣ Configure Port setting
‣ Configure Port zoning
‣ Add, delete and modify RAID configuration
‣ Add, delete and modify file system configuration
‣ Physical disk management
Security Management Tasks
‣ Configuration of Volume with relevant user rights and permissions after a
complete change management cycle
‣ Management and Audit of the usage of the volumes by the assigned users
Backup and Restoration Management
‣ HCL will adhere to or develop a back up strategy for KMC, based on the
business requirements.
‣ HCL will ensure that KMC’s users are able to use data stored in tape or
cartridge media without delay to their normal functions when requests for the
data are made during scheduled batch jobs and during normal interactive
accesses.
Submitted in Confidence 7

HCL - ULB Implementations
‣ All required files from archived tapes stored on-site or off-site, are restored
within the time frames designated in the Procedures Manual.
‣ Data is maintained, in accordance with the regulatory requirements applicable to
KMC, such that all obligations concerning privacy or public accountability that
pertain to KMC shall also pertain to HCL.
‣ Tapes, cartridges and related paper documentation are stored in accordance with
KMC’s requirements and the business continuity and business resumption plans.
‣ HCL will provide routine backup and recovery of data with respect to the IT
Infrastructure so as not to adversely impact scheduled operations and maximize
availability of the Services by performing regular backups of all Intel systems.
‣ HCL will carry out backup, file recovery, preservation of transaction data from
KMC and preservation of historical files of all relevant Data for KMC.
‣ Performing file backup and recovery procedures for KMC production workload
in accordance with standards and procedures agreed with KMC, as necessary to
maximize availability of the IT Services during problems and in accordance
with the time periods set out in the Business Continuity Plan.
‣ HCL will implement procedures to enhance the effectiveness of the records
retention effort. Such procedures shall be:
‣ Saving records in a retrievable and readable format;
‣ Labelling and storing storage media in accordance with the storage policy where
applicable, and as set out in the Procedures Manual;
‣ Verifying the readability of the stored data.
Database Management
Proactive Monitoring
‣ 24*7 Monitoring of all the Critical Parameters for a database like..
‣ Table space, segment, extent & block level.
‣ Checking performance of the associated background processes
‣ Buffer Cache utilization.
‣ Redo log contention.
‣ Resource intensive users, processes
‣ Negative or duplicate usage
‣ Fragmentation of table spaces, tables & indexes
‣ Memory / I/O / CPU Utilizations for the RDBMS
‣ Disk Free Space
‣ Alert Logs for errors
‣ DB Backup Logs
‣ Unsuccessful Logins
‣ Monitor system performance and recommend actions for improving the system:
Analyze the result of the Daily monitoring procedures and suggest if any
changes are required to improve the performance of the Database / System /
Applications.
System Administration Tasks
Submitted in Confidence 8

HCL - ULB Implementations
‣ Database Creation
‣ Schema Object Management
‣ Table Management
‣ Table reorganization
‣ Index Management
‣ Index reorganization
‣ Rollback Segment Management
‣ Table space Management
‣ User & Role Management
DB Backup
‣ Implement backup strategy of the databases & assisting for proper restoration
and recovery.
‣ Type and Frequency of Backups will be planned as per criticality database
related incidents & problems
‣ Restoration of database, archive log.
‣ Database recovery with minimal downtime by using the right backups available.
Recovery will depend of efficiency of backup strategy as planned in
consultation with KMC.
House Keeping Tasks
‣ Regular defragmentation activities for better space management and
performance
‣ Perform table-loading jobs
Administration Tasks
‣ Perform Database object creation / modification activities through import utility.
The Database Administrator will implement any change in the Database.
‣ Assist users in accessing and using the information: Assisting users in
connecting to the Database through the applications. Handle database
configuration problems.
Security Management
‣ Grant and revoke database access: Understand and Implement Database Security
in view of the requirements for Business Functionality. Securing Database
access through system Database Roles and privileges as per Oracle security
guidelines.
Incident and Problem Management
‣ Co-ordination with principle / vendors: Coordination with the vendor / principal,
for patch codes, bug fixes, upgrades on a need / no need basis and also for any
technical escalation i.e. the Database software, and OS vendors and Storage
Principals.
‣ Be a bridge between Application Owner and database software vendor and
application software vendor: Understand the user requirement and conduct
discussions with the application owner and vendor to provide solutions of best
Submitted in Confidence 9

HCL - ULB Implementations
strategy to enhance the current system.
‣ Check and respond to all database related calls in the Service Desk and follow
up for the closure of the activities and update the call status.
Trend Based Consulting
‣ Involvement in implementation for database availability, performance and
automation.
‣ Keeping the system requirements in mind, understand the new application and
usage with the vendor which is database specific and check the security loop
holes, functionality and impact analysis before implementation on Live.
‣ Setup baselines for application databases: Implementing the Set up standards for
database disk layout, backup strategy, maintenance activity and security
guidelines for databases before going live and capture the exceptions.
Submitted in Confidence 10

HCL - ULB Implementations
# 2. Install, Commission and operate “Municipal corporation
enterprise services centres” (MCESC) and provide ERP based
solutions for essential municipal backend functions on PPP built on
BOOT for Kolhapur Municipal corporation
Assignment Name: Install, Commission and
operate “Municipal corporation enterprise services
centres” (MCESC) and provide ERP based
solutions for essential municipal backend functions
on PPP built on BOOT for Kolhapur Municipal
corporation
Location within Country: Kolhapur
Name of Client: Kolhapur municipal corporation
Address: Kolhapur Municipal Corporation,
Post Box No. 33
Kolhapur – 416002.
Country: India
Professional Staff Provided by Your
Firm: Yes
No. of Staff: under NDA
No. of Staff-Months; duration of
assignment
Start Date
(Month/Year): December
2008
Completion Date
(Month/Year):
Ongoing
Approx. Value of Services :
Rs. 64 Crores(including services)
Name of Associated Consultants, if any: NA No. of Months of Professional Staff,
provided by Associated
Consultants: n/a
Name of Senior Staff (Project Director/Coordinator, Team Leader) involved and
functions performed: Anand Bhatnagar (head delivery)
Narrative Description of Project:
KMC was formed for improvement of the city & the primary responsibility in Byelaws is
Up keeping & maintenance of civic amenities & the planning authority. KMC launched its
formal e-Governance initiatives few years back & computerized some of its activities
(Octroi, Birth & Death, City Water Supply, Provident Fund, Property Tax, Payroll and
Website).
Recently KMC had initiative for the computerization of entire corporation including its
entire department. Internal systems & procedures have been streamlined thereby enhancing
the overall efficiency and transparency in the operations of Kolhapur Municipal
Corporation. Main objectives of KMC’s project were:
Interconnecting the entire Kolhapur Municipal Corporation.
Transform every possible desktop manual transaction to IT enabled.
Identify & implement various citizen services avenues & also improvement of the
present citizen services.
Submitted in Confidence 11

HCL - ULB Implementations
Formulate & Strengthen policies & procedures to ensure sustenance of the E-
Governance initiatives.
Description of Actual Services Provided by You :
Services provided include:
Installation, Commissioning and Operation of “Municipal Corporation Enterprise
Service Centers” and provide ERP based solutions for essential Municipal Backend
Functions on PPP model built on BOOT basis for a period of 10 years.
Develop, Customize and Maintain ERP based software application for Kolhapur
Municipal Corporation
Supply and installation of the Hardware equipment
Establishment of DC& DR site in high availability mode
Management of the DC & DR solution
Management of servers & system software
Supply, Installation & Commissioning of the Oracle software and licenses
Provide a solution, installation & support for Storage, Backup and data replication from
the primary site to the disaster recovery site.
To provide a solution for replication of data from the primary site to the disaster
recovery site
Integration of the equipments in the data center and the disaster recovery site
Site preparation including Data center IT & Non IT infrastructure & Physical
infrastructure
User level training for the ERP application software
Submitted in Confidence 12

HCL - ULB Implementations
# 3. Operate “Municipal corporation enterprise services centers”
(MCESC) built on BOOT for Sangli Miraj Kupwad city Municipal
Corporation
Assignment Name: Operate “Municipal
corporation enterprise services centers”
(MCESC) built on BOOT for Sangli Miraj
Kupwad city Municipal Corporation.
Location within Country: Sangli,
Maharashtra
Country: India
Professional Staff Provided by Your Firm
: Yes
Name of Client: Sangli Miraj Kupwad City
Municipal Corporation
Address: Sangli Miraj Kupwad City
Municipal Corporation, General
Administration department, Maharashtra
Start Date
Completion Date
(Month/Year): 2009 (Month/Year):
Ongoing
Name of Associated Consultants, if any: NA
Submitted in Confidence 13
No. of Staff: Under NDA
No. of Staff-Months; duration of
assignment
Approx. Value of Services :
40 Cr
No. of Months of Professional Staff,
provided by Associated Consultants:
under NDA
Name of Senior Staff (Project Director/Coordinator, Team Leader) involved and
functions performed: Anand Bhatnagar (Delivery Head)
Narrative Description of Project:
As a part of the e-governance Project the Sangli Miraj Kupwad Municipal Corporation desires
to setup MCES Centers in the area under jurisdiction of the Municipal Corporation of SMK
The Project is proposed to be implemented in built on BOOT model. The business model is
based on a transaction-based service charge payable to the operator.
Provide software/hardware/networking infrastructure to cater for complete functionality of the
mentioned departments including back office and MIS requirements of the department by
doing a detailed requirement analysis study/Gap Analysis study and submit department wise
SRS is the brief scope of work.
Description of Actual Services Provided by You :
The maintenance services of systems include following activities as per requirements:
Preventive maintenance to keep the system functional at all times. Preventive
Maintenance shall not be attended during “CFC”s working hours.
Load and Reload software on desktop OS
Other office S/W, customized S/W, antivirus etc.

HCL - ULB Implementations
Installation and Reload Support for Server OS
Installation and Reload Support for Application software.
Rectification of system software problems due to crashing or malfunctioning of the
OS, RDBMS or front end, within the time limits prescribed.
Installation of upgrades of system software namely, OS, RDBMS, and front end
Guarding the systems against virus infections using the latest anti-virus tools.
Services provided include:
Installation, Commissioning and Operation of “Municipal Corporation Enterprise Service
Centers” and provide ERP based solutions for essential Municipal Backend Functions on
PPP model built on BOOT basis for a period of 10 years.
Develop, Customize and Maintain ERP based software application for Kolhapur Municipal
Corporation
Supply and installation of the Hardware equipments
Establishment of DC& DR site in high availability mode
Management of the DC & DR solution
Management of servers & system software
Supply, Installation & Commissioning of the Oracle software and licenses
Provide a solution, installation & support for Storage, Backup and data replication from
the primary site to the disaster recovery site.
To provide a solution for replication of data from the primary site to the disaster recovery
site
Integration of the equipments in the data center and the disaster recovery site
Site preparation including Data center IT & Non IT infrastructure & Physical
infrastructure
User level training for the ERP application software
Departmental to be covered under e-governance project:
Tax assessment and recovery
License Department (Market)
License Department (Food)
City water supply department
Estate department
Public relation office
Accounts department
Audit department
Labour department
General administration department
General Provident fund
Health – Sanitation
Health – Stores
Birth & Death department
Submitted in Confidence 14

HCL - ULB Implementations
Electric work
Garden
Workshop
Engineering Projects
Zonal / Division offices
Legal department
Stores department
Record department
Education
Suvarna Jayanti shahari rojgar yojana
Municipal Secretary department
Health- Hospital
Website
Fire Brigade
PWD Accounts
Library
Interactive Voice Response System (IVRS)
Attendance system – Biometric Finger print
Misc collection / File management / Grievance / Marriage Bureau
Submitted in Confidence 15