CCTNS nagaland_SI_RFP_Volume 1.pdf - National Crime Records ...

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Crime & Criminals Tracking Network and Systems ProjectNagaland Police(j) The Post Implementation SLAs will prevail from the start of the Operations and MaintenancePhase. However, SLAs will be subject to being redefined, to the extent necessitated by fieldexperience at the police stations / higher offices and the developments of technology practicesglobally. The SLAs may be reviewed on an annual/bi-annual basis as the Nagaland Policedecides after taking the advice of the SI and other agencies. All the changes would be made bythe Nagaland Police in consultation with the SI.(k) The SI is expected to provide the following service levels. In case these service levels cannot beachieved at service levels defined in the tables below, it shall result in a breach of contract andinvoke the penalty clause. Payments to the SI are linked to the compliance with the SLA metricslaid down in the tables below. The penalties will be computed and calculated as per thecomputation explained in this Annexure. During the contract period, it is envisaged that therecould be changes to the SLA, in terms of addition, alteration or deletion of certain parameters,based on mutual consent of both the parties i.e. the Nagaland Police and SI.(l) Following tables outlines the key service level requirements for the system, which needs beensured by the SI during the operations and maintenance period. These requirements shall bestrictly imposed and either the Nagaland Police or a third party audit/certification agency shall bedeployed for certifying the performance of the SI against the target performance metrics asoutlined in the tables below.Implementation Phase SLAs1. Capacity BuildingService LevelDescriptionMeasurementCapacity Building All the trainees within each of the training program should pass thetraining exam with more than 80% or more marks conducted aftertheir trainingSeverity of Violation: HighThis service level will be monitored and measured on a per Districtbasis through online examination of each trainee and their resultIf the training quality in the program falls below the minimum servicelevel, it will be treated as one (1) violation.The total number of violations for the payment period will be thecumulative number of violations across all the programs across allDistricts in the payment period.Volume I Request for Proposal for Selection of System Integrator Page 100 of 193
Crime & Criminals Tracking Network and Systems ProjectNagaland Police2. Data Migration / DigitizationService LevelDescriptionMeasurementData Migration/DigitizationError rate in a batch should be less than 0.5%.Severity of Violation: HighThis service level will be measured on a monthly basis for each PoliceStation / Higher Office.If the data migration / digitization service level in a police station /higher office falls below the minimum service level, it will be treatedas one (1) violation.The total number of violations for the payment period will be thecumulative number of violations across all the police stations / higheroffices in the payment period.Volume I Request for Proposal for Selection of System Integrator Page 101 of 193
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