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

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RISL: RFP FOR SETTING UP OF VIDEO CONFERENCE SOLUTION IN RAJASTHAN (BEFORE PRE-BID)23-Aug-135) Installation, configuration and integration settings of all the installed componentsof VC solution deployed at SHQ,6) OEM Warranty documents7) Original S/w/ CDs/ DVDs and licenses, wherever applicable,8) User Manuals, Administrator Manual and datasheets, wherever applicable,9) Training documents.d) Final approval/ user acceptance of the deployed VC solution shall be given byDoIT&C/ RISL after successful implementation, testing and receipt of documents. Itis the responsibility of the bidder to submit test reports and obtain the UAT approvalfrom the DoIT&C/ RISL.e) Commissioning (Go-Live): Only after the acceptance of UAT and reports byDoIT&C/RISL, the entire infrastructure (including hardware and softwareapplication) shall be deemed to have been commissioned. After the successfulcommissioning of the project, the system shall be declared as Go-Live and theselected bidder shall also be issued a commissioning certificate by DoIT&C/RISL/GoR.f) It is to be noted that the procurement agency may get the video conference solutionaudited through a Third Party before Go-Live and periodically after Go-Live in orderto ensure the success of the project. Such third-party agency for carrying out theacceptance testing and certification of the entire solution will be nominated by theRISL/DoIT. All expenses towards hiring of TPA shall be borne by purchaser. TheSI shall be required to extend co-ordination to such TPA for testing etc.4.1.5 Operation & Maintenance (O&M)/ Facility Management Services (FMS)The objective of O&M is to extend help and co-ordinate in set-up and conduct of videoconferences. The SI is required to ensure smooth functioning of the video conferenceand other supplied equipment for the project period of 5 years from go-live. It shallinclude the following:‣ Onsite Maintenance and Support Services‣ VC Management Services‣ Helpdesk Managementa) Onsite Maintenance and Support ServicesThe scope of work for this activity includes providing comprehensive maintenance withspare parts for all IT infrastructure supplied for this project for a period of Five yearsfrom go-live. This includes:1) Repairing of defective parts/components,Seal & Signature of the Auth. Sign. Page 23 of 147
RISL: RFP FOR SETTING UP OF VIDEO CONFERENCE SOLUTION IN RAJASTHAN (BEFORE PRE-BID)23-Aug-132) Replacement of parts/components beyond repair with parts/components ofsame or better specifications ensuring compatibility,3) Providing suitable standby for parts/components with same or betterspecifications till the time the original part/component is repaired or replacedso that daily business is not affected,4) Providing maintenance reports, as per format(s) to be prepared by selectedbidder and approved by RISL at agreed periodicity.b) VC Management servicesThe scope of work under this activity includes the following:1) Overall administration and management including scheduling and facilitationof video conference,2) Management of the VC solution includinga) timely and regular backup as per agreed frequencies and recovery,b) Timely up gradation of definitions/ patches/ updates/ service packs etc. ofthe deployed IT Hardware and Software at Head Office Jaipur and otheroffices/ locations,c) Error fixing, troubleshooting, minor changes of the VC solutiond) Configuration / reconfiguration of items/software supplied.e) Maintenance of complete configuration (in hardcopy & softcopy) details ofall the items supplied and installed by him/her.3) Providing MIS reports as per format(s) to be prepared by selected bidder andapproved by RISL at desired periodicity.4) Providing SLA reports as per format(s) to be prepared by selected bidder andapproved by RISL quarterly.c) Helpdesk ManagementA helpdesk support (Call Centre) with CRM, IVRS and integrated telephony has alreadybeen established by RISL in Jaipur. VC users will log their IT Infrastructure relatedcomplaints at this call center. The selected bidder shall be required to provide a singlee-mail address and telephone number, to which the complaints lodged by the VC usersshall be notified from the Call Centre via e-mail/SMS. After rectifying the saidcomplaints, the selected bidder shall be required to update the resolution/call-closuredate and time in the CRM software for which web access to the CRM software shall beprovided to the selected bidder by the call center vendor. RISL shall obtain the SLASeal & Signature of the Auth. Sign. Page 24 of 147
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RFP (Before Pre-Bid) - RISL - Government of Rajasthan

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