CCTNS RFP FOR SI VOL III.pdf - National Crime Records Bureau

Crime & Criminals Tracking Network and Systems ProjectSikkim PoliceDelivery Related Service Level Agreement (SLA) CriteriaExplanation: The deduction mentioned in this table shall be made from the next due payment to the vendor for services provided on Statewidebasis.S.No.Service MetricsParametersCapacity building All thetraineesshould passthe onlinetrainingexam withmore than80% marksData DigitizationMaintenancephaseBaseline Lower Performance Violation of Service levelagreementMetric Metric Deduction Metric DeductionError rate ina batchshould beless than0.5%.All the issuesreportedregardinghardware,software etc.should beresolvedwithin 24Less than80% andmore than60% marksHighimpactingerror: if theerror rate isbetween0.5% to 1%Resolution ofissues within2 workingdays ofreportingRs. 1500 /trainee/trainingprogram5% of thePayment duefor DataDigitizationRs. 500Less than60% marksif the errorrate is above1%Resolution ofthe issueafter 2working daysVolume III Request for Proposal for Selection of System Integrator Page 61 of 132Rs. 3000 pertrainee/trainingprogram10% of thePayment duefor DataDigitizationRs. 1000 forevery daydelay over andabove beyondBasis ofMeasurementResults fromOnlineexaminationtest posttraining courseThis servicelevel will bemeasured on amonthly basisfor each PoliceStation / HigherOfficeTime and dateof reporting ofthe issueRemarksthespecifications.The feedback ofthe attendeesmust be takenafter everytraining session/program andthis feedbackshould beleveraged forimproving thecapacity buildingprogramError rate ismeasured bypercentage ofthe records withcorrectionsmarked bydesignatedofficials