RFP (Before Pre-Bid) - RISL - Government of Rajasthan

RISL: RFP FOR SETTING UP OF VIDEO CONFERENCE SOLUTION IN RAJASTHAN (BEFORE PRE-BID)23-Aug-13Item No. - 15.3: Information/Outlets (I/O)ItemDescription ofRequirementType 1-port, Shuttered, White,with surface box for surfacemount applications,Category 6,TIA/EIA 568-b.2.1 CategoryMaterial ABS/PolycarbonateNo. of ports OneProtection ShuttersIdentification To be supplied with label forport identificationCompliance(Yes/No)Deviations, ifAnyPg. No. ofspecs attachedPackage-D: Service Management System at SHQ:Item No. - 16: Web-based service management systemItemMakeOfferedModelOfferedUsersAssetManagementPerformanceTrackingAutomatedHelp DeskProceduresCustomerManagementTicketManagementAutomatedEmailNotificationsEmail Ticketoriginationand updatingAccessKnowledgeBaseDescription of RequirementMinimum 5 users.Manage VC hardware and software assets andtheir client assignment.Track performance of video conference solutionwith built-in, customizable dashboard reporting.Ability to set the procedure for each step of theticket process from origin, escalation andresolution till closure to ensure consistent service.Manage Help Desk and Ticketing process formultiple customers. Allow to assign faults/job toservice engineers.Manage, track, and automate service requestsfrom easy-to-use Web-based console.Send trouble ticket emails when ticket is opened,escalated, updated or closed. Control who getsemail ticket notifications and the text of themessage to each party.Technicians or customers can open and updatetickets by sending an email to the Web Help Desksystem. WHD system then takes predefined actionbased on the email content.Provide dynamic, real-time access through virtuallyany WebKit-enabled mobile device such asMicrosoft® Windows Mobile®, RIM® Blackberry®,and Apple® iPhone® devices.Reduce service requests by creating an easy-touse,self-service knowledge base for end users.Compliance(Yes/No)Deviations, ifAnyPg. No.of specsattachedSeal & Signature of the Auth. Sign. Page 101 of 147