Request for Proposal for Selection of Agency for Setup

Request for Proposal for Selection of Agency for Setup,

Operations & Management of 108 Emergency Medical

Ambulance Services (EMAS), 102 Ammavodi Services,

Free Hearse Services & 104 Health Helpline

for

National Health Mission, Telangana State

RFP No. TSTS/CS/HEALTH-108-EAS/2022

Date of Issue: 17 June 2022

Issued by: Telangana State Technology Services Ltd

On behalf of Mission Director, National Health Mission, Telangana State

O/o Commissioner, Health Medical and Family Welfare Department, Government of Telangana

Selection of Agency for Setup, Operations and Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi, Free Hearse Services & 104 Health Helpline Services for NHM-TS

TABLE OF CONTENTS DISCLAIMER .................................................................................................................................................................. 5

NOTICE FOR REQUEST FOR PROPOSAL ......................................................................................................................... 7

GENERAL REFERENCES .................................................................................................................................................. 9

ABBREVIATIONS & DEFINITIONS................................................................................................................................. 10

SECTION 1. INTRODUCTION ................................................................................................................................ 14

1.1. Introduction .............................................................................................................................................. 14

1.2. Emergency & Health Services in Telangana .............................................................................................. 15

1.3. Objectives .................................................................................................................................................. 16

SECTION 2. INSTRUCTION TO THE BIDDERS ........................................................................................................ 18

2.1 General Terms of Bidding .......................................................................................................................... 18

2.2 Prebid Meeting .......................................................................................................................................... 24

2.3 Clarification and amendment of RFP documents ..................................................................................... 24

2.4 Tender Fee ................................................................................................................................................ 25

2.5 Earnest Money Deposit ............................................................................................................................. 25

2.6 Preparation of Proposal ............................................................................................................................ 26

2.7 Submission, receipt and opening of proposals ......................................................................................... 28

2.8 Bid/ Proposal Evaluation ........................................................................................................................... 29

2.9 Overall Evaluation & Selection basis for L-1 Bidder: ................................................................................. 30

SECTION 3. SELECTION OF AGENCY ..................................................................................................................... 33

3.1 Pre-Qualification Criteria .......................................................................................................................... 33

3.2 Technical Qualification & Evaluation Criteria ............................................................................................ 36

3.3 Exclusion of Proposal/ Disqualification ..................................................................................................... 39

3.3 Final Selection ........................................................................................................................................... 40

3.4 Grant/Issue of Work Order ....................................................................................................................... 40

SECTION 4. SCOPE OF WORK ............................................................................................................................... 41

4.1 Emergency Response Service Processes ................................................................................................... 41

4.2 Detailed Scope of Work ............................................................................................................................ 48

Part – A: 108-Emergency Response Center (ERC) ...................................................................................................... 49

Part – B: 108-Emergency Medical Ambulance Services ............................................................................................. 73

Part – C: 102 Amma Vodi Services (AVS) & Free Hearse Vehicles .............................................................................. 88

Part – D: 104 – Health Helpline Service ...................................................................................................................... 94

Part – E: Application to be Developed as a part of the Scope of Work ...................................................................... 99

4.3 Standard Operating Protocol (SOP) ........................................................................................................ 104

4.4 Project Manpower .................................................................................................................................. 105

4.5 Project Preparation, Go-Live & Start of Services..................................................................................... 110

4.6 Bill of Material ......................................................................................................................................... 113

4.7 Maintenance Phase ................................................................................................................................. 114

4.8 Exit Management Period ......................................................................................................................... 117

4.9 Responsibilities of the GoT/ NHM-TS ...................................................................................................... 120

4.10 Project Timelines and Completion Schedule for the services ................................................................. 122


SECTION 5. PAYMENT TERMS............................................................................................................................ 126

5.1 Invoicing & Payment ............................................................................................................................... 126

5.1.1 Invoicing (Opex) .................................................................................................................................. 126

5.1.2 Payment .............................................................................................................................................. 127

5.2 Disputed Invoice ...................................................................................................................................... 128

SECTION 6. KPIs AND PENALTY .......................................................................................................................... 130

SECTION 7. GENERAL TERMS OF RFP ................................................................................................................ 141

7.1 Period of Contract ................................................................................................................................... 141

7.2 Performance Security .............................................................................................................................. 141

7.3 Confidentiality ......................................................................................................................................... 141

7.4 Interference with Tender Process ........................................................................................................... 142

7.5 Fraud and corrupt practices .................................................................................................................... 142

7.6 Debarment from Bidding ........................................................................................................................ 143

7.7 Language ................................................................................................................................................. 144

7.8 Taxes & Duties ......................................................................................................................................... 144

7.9 Failure to agree with the “Terms and Conditions” of the RFP ................................................................ 144

7.10 No Partnerships ....................................................................................................................................... 144

7.11 Signing of Contract .................................................................................................................................. 144

7.12 Contract Documents ............................................................................................................................... 145

7.13 Execution of Contract .............................................................................................................................. 145

7.14 Costs of Signing ....................................................................................................................................... 145

7.15 Sub-Contracting ...................................................................................................................................... 145

7.16 Monitoring of Contract ........................................................................................................................... 145

7.17 Reporting ................................................................................................................................................. 146

7.18 Copyright ................................................................................................................................................. 146

7.19 Responsibility for accuracy of Project documents .................................................................................. 146

7.20 Recoveries from Contracted Agency ....................................................................................................... 146

7.21 Force Majeure (“Force Majeure”) ........................................................................................................... 147

7.22 Events of Default and Termination ......................................................................................................... 147

7.23 Premature Termination of Agreement ................................................................................................... 149

7.24 Continuity of Operation .......................................................................................................................... 149

7.25 Indemnity ................................................................................................................................................ 149

7.26 Severability .............................................................................................................................................. 150

7.27 Notices .................................................................................................................................................... 150

7.28 Modification of Agreement ..................................................................................................................... 151

7.29 Settlement of Dispute ............................................................................................................................. 151

7.30 Arbitration ............................................................................................................................................... 151

7.31 Saving Clauses ......................................................................................................................................... 152

7.32 Miscellaneous ......................................................................................................................................... 152

SECTION 8. ANNEXURES .................................................................................................................................... 154


ANNEXURE 1: COVER LETTER ............................................................................................................................... 154

ANNEXURE 2: AVERAGE ANNUAL TURNOVER OF BIDDER ................................................................................... 157

ANNEXURE 3: FORMAT FOR TECHNICAL PROPOSAL ............................................................................................ 158

ANNEXURE 5: BLACKLISTING AND PENDING SUIT DECLARATION........................................................................ 163

ANNEXURE 6: FINANCIAL PROPOSAL COVER LETTER ........................................................................................... 165

ANNEXURE 7: FORM OF PERFORMANCE SECURITY ............................................................................................. 171

ANNEXURE 8: FORMAT FOR POWER OF ATTORNEY (Sole Bidder) ...................................................................... 173

ANNEXURE 9: FORMAT FOR POWER OF ATTORNEY (Consortium) ...................................................................... 175

ANNEXURE 10: FORMAT FOR JOINT BIDDING AGREEEMENT .............................................................................. 178

ANNEXURE 11: ANTI COLLUSION CERTIFICATE .................................................................................................... 182

ANNEXURE 12: LETTER OF EXCLUSIVITY............................................................................................................... 183

ANNEXURE 13: DECLARATION FOR EXISTENCE OF THE FIRM .............................................................................. 184

ANNEXURE 14: FORMAT CLIENT CERTIFICATE ..................................................................................................... 185

ANNEXURE 15: UNDERTAKING FOR INSURANCE COVERAGE............................................................................... 186

ANNEXURE 16: UNDERTAKING FOR MINIMUM WAGES PAYMENT ..................................................................... 187

ANNEXURE 17: BILL OF MATERIAL FORM ............................................................................................................ 188

ANNEXURE 18: PROPOSED WORK PLAN .............................................................................................................. 189

ANNEXURE 19: FORMAT FOR PREBID QUERY AND CLARIFICATIONS ................................................................... 190

ANNEXURE 20: DETAILS OF EXISTING BLS, ALS AMBULANCES ............................................................................. 191

ANNEXURE 21: TECHNICAL SPECIFICATION FOR LOCATION BASED SERVICE (LBS) ............................................. 203

ANNEXURE 22: NATIONAL AMBULANCE CODE AND AIS 125 ............................................................................... 205

ANNEXURE 23: LIST OF EQUIPMENT AND CONSUMABLES REQUIRED IN BLS/ALS AMBULANCES ...................... 206

ANNEXURE 24: GPS VEHICLE TRACKING SYSTEM SPECIFICATIONS ...................................................................... 211

ANNEXURE 25: MOBILE DISPLAY TERMINAL (MDT) SPECIFICATIONS .................................................................. 215

ANNEXURE 26: VIDEO WALL SPECIFICATIONS ..................................................................................................... 217

ANNEXURE 27: MASTER SERVICE AGREEMENT ................................................................................................... 219


DISCLAIMER

1. Telangana State Technology Services Ltd (hereinafter referred to as “TSTS”), Government of

Telangana is procuring services related to Setup, Operations & Management of 108 Emergency

Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse Services & 104

Health Helpline on behalf of National Health Mission, Government of Telangana (hereinafter

referred to as “NHM-TS”).

2. The information contained in this Request for Proposal document (the “RFP”) or subsequently

provided to Bidder(s), whether verbally or in documentary or any other form, by or on behalf

of the TSTS or NHM-TS, or any of its employees or advisors, is provided to the Bidder(s) on the

terms and conditions set out in this RFP and such other terms and conditions subject to which

such information is provided.

3. This RFP is not an agreement and is neither an offer nor invitation by TSTS or NHM-TS to the

prospective Bidders or any other person. The purpose of this RFP is to provide information to

the interested parties that may be useful to them in the formulation of their proposal pursuant

to this RFP.

4. TSTS or NHM-TS does not make any representation or warranty as to the accuracy, reliability

or completeness of the information in this RFP document and it is not possible for TSTS or NHM-

TS to consider particular needs of each party who reads or uses this RFP document. RFP

includes statements which reflect various assumptions and assessments arrived at by NHM-TS

in relation to the statement of work. Such assumptions, assessments and statements do not

purport to contain all the information that each Bidder may require. Each prospective Bidder

should conduct its own assessment and analysis and should check the accuracy, adequacy,

correctness, reliability and completeness of the information provided in this RFP document and

obtain independent advice from appropriate sources.

5. TSTS or NHM-TS will not have any liability to any prospective Bidder/ Firm/ or any other person

under any laws including without limitation the law, statute, rules or regulations or contract

and tort, the principles of equity, restitution or unjust enrichment or otherwise for any loss,

damages, cost or expense which may arise from or be incurred or suffered in connection with

anything contained in this RFP or otherwise, any matter deemed to form part of this RFP

document, the award of the Project, the information and any other information supplied by or

on behalf of NHM-TS or their employees, any agency or otherwise arising in any way from the

selection process for the Project. TSTS or NHM-TS will also not be liable in any manner whether

resulting from negligence or otherwise however caused arising from reliance of any Bidder

upon any statements contained in this RFP.

6. TSTS or NHM-TS will not be responsible for any delay in receiving the proposals. The issue of

this RFP does not imply that NHM-TS is bound to select a Bidder or to appoint the Selected

Bidder, as the case may be, for the services and NHM-TS reserves the right to accept/reject any

of the Bidders or proposals submitted in response to RFP document at any stage without

assigning any reasons whatsoever. NHM-TS also reserves the right to withhold or withdraw the

process at any stage with intimation to all who submitted RFP proposal.

7. This RFP document may not be appropriate for all persons, and it is not possible for TSTS or

NHM-TS, their employees or advisors to consider the investment objectives, financial situation


and particular needs of each entity/bidder who reads or uses this RFP document. Certain

bidders may have a better knowledge of the proposed Project than others. Each applicant

should conduct its own investigations and analysis and should check the accuracy, reliability

and completeness of the information in this RFP document and obtain independent advice

from appropriate sources. TSTS or NHM-TS, its employees and advisors make no representation

or warranty and shall incur no liability under any law, statute, rules or regulations as to the

accuracy, reliability or completeness of the RFP document.

8. TSTS or NHM-TS reserves the right to change/ modify/ amend any or all provisions of this RFP

document. Such revisions to the RFP / amended RFP will be made available on the Telangana

State Government e-Procurement portal: https://tender.telangana.gov.in.


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NOTICE FOR REQUEST FOR PROPOSAL

“Request for Proposal for Selection of Agency for Setup, Operations & Management of 108

Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse

Services & 104 Health Helpline for National Health Mission, Telangana State”

National Health Mission, Government of Telangana (“NHM-TS”) intends to engage an agency for

Setup and operations & management of the 108 EMAS, 102 Amma Vodi Services, Free Hearse Services

and 104 Health Helpline Services as defined in this RFP.

TSTS on behalf of NHM-TS invites proposals from suitable agencies meeting the criteria mentioned in

this RFP document.

The salient features of the scope of work, eligibility criteria and prescribed formats for submission are

provided in this RFP document as uploaded on the Telangana State Government eProcurement

System website https://tender.telangana.gov.in

Interested parties are requested to submit their Pre-qualification, Technical and Financial proposals

in response to the RFP online on the Telangana Government eProcurement System website:

https://tender.telangana.gov.in.

# Description Date

1 RFP Publish Date 17.06.2022

2 Pre-bid Queries should be sent through email on or before

23.06.2022 @ 04:00 PM

3 eMail IDs for correspondence

• [email protected]



4 Bid Submission End Date 30.06.2022 @3.00 P.M on eProcurement portal

5 Bid Opening Date 30.06.2022 @ 3.30 P.M on eProcurement portal

6 Bid Validity (Days) 180 days

7 Contract Agreement Term 5 Years and the selected Service Provider shall enter into Agreement with Health Medical & Family Welfare Dept.

8 Project Location Hyderabad, Telangana State

9 Product Category Services

10 Nature of Work

Setup, Operations and Management of 108 EMAS, 102- Amma Vodi, Free Hearse Services and 104 Health Helpline Services for National Health Mission, Telangana State

11 Proposals/Tender Invited By Telangana State Technology Services Ltd, 2nd Floor, HACA Bhavan, Opp. Assembly, Nampally, Hyderabad 500004

12 Purchaser/Client Dept

Mission Director, National Health Mission O/o Commissioner Health Medical and Family Welfare Department, Government of Telangana, 3rd Floor DME Building, DM&HS Campus, Opp. Koti Women's College Road, Kutbi Guda, Sultan Bazar,


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Koti, Hyderabad, Telangana 500095

13 Mode of Submission of Proposal Online on https://tender.telangana.gov.in

14 Bid Document Fee INR 25,000/- (INR Twenty Five Thousand only) in the form DD in favor of The Managing Director-TSTS payable at Hyderabad.

15 Earnest Money Deposit INR 1,00,00,000/- (INR One Crores only) in the form BG in favor of The Managing Director-TSTS payable at Hyderabad with validity of 180 days.

16 Performance Security (PBG) 5% (Five percent) of the Annual Project cost in favour of Health Medical & Family Welfare Dept.

17 Overall Method of Selection Pre-qualification, Technical Qualification and Least Cost Selection (L1)

18 Other Terms & Conditions All the terms & conditions of eProcurement bid process shall be applicable including transaction fee & corpus fund.

Note:

1. Amendments/ Corrigendum to the RFP document, if any, would be published on TSTS &

eProcurement website only, and not in newspaper.

2. TSTS or NHM-TS reserves all the rights to cancel the tender process and reject any or all the

proposals at any point of time.

3. No contractual obligation whatsoever shall arise from the RFP document/process unless and until

a formal contract is signed and executed between NHM-TS and the Selected Bidder.

4. To participate in the e-tendering process for this RFP, the Bidder(s) are requested to get

themselves registered (in case not registered already) with Telangana State eProcurement Portal

https://eprocurement.telangana.gov.in. In case of any portal related queries, the Bidder may

kindly contact the 24*7 Help Desk Number as mentioned on the Telangana Tender website.

5. NHM-TS disclaims any factual or other errors in the RFP document (the onus is purely on each

Bidder(s) to verify such information) and the information provided therein are intended only to

help the Bidder(s) to prepare a proposal in accordance with the terms and conditions as set out

in this RFP document/process.

Tender Inviting Authority

Managing Director, Telangana State Technology Services Ltd. (TSTS),

Government of Telangana


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GENERAL REFERENCES

a. The Tender process shall be done by Telangana State Technology Services Ltd. (TSTS) on

behalf of Mission Director, National Health Mission, Government of Telangana”.

b. TSTS is hereafter referred to as “Tender Inviting Authority/ TIA” in this document.

c. Mission Director, National Health Mission, Government of Telangana is hereafter referred

to as “Purchaser/ Client/ NHM-TS” in this document.

d. The Applicant who is providing response to this bid is hereafter referred as “Bidder” in this

document.

e. The Bidder who is successful in post evaluation of proposals according to terms and conditions

of this RFP is hereafter referred to as “Selected Bidder / Service Provider / Selected Agency”.

f. A “Call Centre” hereafter referred to as Emergency Response Centre (“ERC”) delivering

integrated services for 108, 102 and 104 related to monitoring, dispatch, inbound & outbound

call management, health advisory assistance, etc.

g. “108 ERC”, “108 EMAS”, “102 Amma Vodi Vehicle Services”, Free Hearse Services and “104

Health helpline Services” hereafter collectively shall be referred to as Centralized Emergency

Referral Transport Services (“CERTS”)


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ABBREVIATIONS & DEFINITIONS

In this RFP, unless the context otherwise requires, the following words, expressions and abbreviations shall have the following meanings:

102 Vehicle 102 Amma Vodi Service (102 AVS) vehicle which are operated across the state for pregnant woman, needing ante and post-natal care reach hospital and drop back home after treatment and medical care. This service covers consultations for infants as well

108-EMAS 108 Emergency Medical Ambulance Services (108 EMAS)/ 108 Ambulance services operated across the state;

108-ERC 108 - Emergency Response Centre (ERC), which is the centralized call-centre for integrated operations of the project located at Hyderabad;

AIS - 125 Automotive Industry Standard - 125 and further amendments published from time to time;

AIS Advanced Intimation System;

ALS Advanced Life Support Ambulances;

Ambulance Ambulance or Road Ambulance is a specially equipped and ergonomically designed vehicle for transportation / emergent treatment of sick or injured people and capable of providing out of hospital medical care during transit / when stationary, commensurate with its designated level of care when appropriately staffed;

Applicable Laws Shall mean the laws and any other instruments having the force of law in India as they may be issued and in force from time to time or such other territorial jurisdiction outside India, by any authority, including Governmental Authority, including any revisions, amendments or re-enactments including without limitation statutes, rules, regulations, bye-laws, policies made thereunder, judgments, decrees, injunctions, writs, orders issued by any court of record or other requirement or official directive of any Governmental Authority or any person acting under Authority of any Governmental authority or statutory authority including any notification issued by the Reserve Bank of India or of any Governmental Authorities, as may be in force or effect during the subsistence of the Bidding Documents;

Associate Associate means, in relation to the Bidder/ Consortium Member, a person who controls or is controlled by, or is under the common control with such Bidder/ Consortium Member;

Authorized Signatory / Authorized Representative

Shall have the meaning as ascribed in Clause 2.6.6 of this RFP;

BLS Ambulances Basic Life Support Ambulances;

Bidder (s) Shall mean any entity or group of entities (Consortium) which has submitted a Proposal pursuant to this RFP;

Bidding Documents Shall have the meaning as ascribed to it in Clause 2.1.2 of this RFP;

Bid Validity Period Shall have the meaning as ascribed to it in Clause 2.6.12 of this RFP;

CERTS Centralized Emergency Referral Transport Services (“CERTS”) handling 108 EMAS, 102 AVS and 104 Health Helpline Services and as described in Clause 1.1 of this RFP

Change in Ownership Change in Ownership shall mean a transfer of the direct and/ or indirect legal or beneficial ownership of any shares, or securities convertible into shares, that causes (i) the aggregate holding of the Selected Bidder/


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Consortium, in the total equity not to decline below 40% (forty per cent) thereof for entire Project duration following the Effective date of the Master Service Agreement and (ii) the holding of each of the member of the SPV to decline below the % of their Consortium agreement of the paid up and subscribed equity of the SPV, up to at least 06 (six) months from the Effective date of the Master Service Agreement signed with NHM-TS. For the avoidance of doubt, any material variation (as compared to the representations made by the Selected Bidder/ Consortium during the bidding process for the purposes of meeting the minimum conditions of eligibility or for evaluation of its Bid, as the case may be,) in the proportion of the equity holding of the Selected Bidder/ any Consortium Member to the total equity, if it occurs prior to effective date of the Master Service Agreement, is not allowed and the Selected Bidder/ Consortium, as the case may be, shall forthwith be disqualified

CMV(A)R,1989 Central Motor Vehicles (Amendment) Rules, 1989 as amended from time to time; (Please refer Applicable Laws definition)

Conflict of Interest Shall have the meaning as ascribed to it in Clause 2.1.9 of this RFP

Control means, with respect to a person which is a company or corporation, the ownership, directly or indirectly, of more than 50% (fifty per cent) of the voting shares of such person, and with respect to a person which is not a company or corporation, the power to direct the management and policies of such person by operation of law;

Consortium Shall have the meaning as ascribed in Clause 2.1.6 of this RFP;

Contract/ Procurement Contract

The contract to be entered between the NHM-TS and the Selected Bidder for undertaking the Project;

Contract Period Shall have the meaning as ascribed in Clause 1.2 of this RFP;

CPI (IW) Consumer Price Index (Industrial Workers) released by Labour Bureau, Government of India

Damages Shall have the meaning as ascribed to it in Clause 2.1.9 of this RFP;

Day A calendar day as per Government of Telangana;

EMD An Earnest Money Deposit provided to the TSTS by a Bidder for securing the fulfilment of any obligation in terms of the provisions of the RFP documents and as defined in Clause 2.5.1;

Emergency Patient Patient who through sickness, injury or other circumstances is in immediate or imminent danger to life unless emergency treatment and / or monitoring and suitable transport to appropriate medical facilities or medical treatment are provided;

EMS Shall have the meaning ascribed to it in Clause 1.1;

EMT Emergency Medical Technician;

Equity Equity shall mean the sum expressed in Indian Rupees representing the paid-up equity share capital of the Selected Agency for meeting the equity component of the Total Project Cost, and shall for the purposes of this Agreement include convertible instruments or other similar forms of capital, which shall compulsorily convert into equity share capital of the Company, and any interest-free funds advanced by any shareholder of the Company for meeting such equity component

Evaluation Committee Shall have the meaning as ascribed to it in Clause 3.1.1 of this RFP;

Financial Proposal Shall have the meaning as ascribed to it in Clause 2.6.9(c) of this RFP;

Fleet/ Ambulance Fleet The total number of 108 ambulances both ALS and BLS and 102 Amma Vodi Service Vehicle in operation under the Project;


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GoI Government of India;

GoT/State Government Government of Telangana, represented by the Secretary, Department Health Medical & Family Welfare, Government of Telangana;

Good Industry Practice means the exercise of the highest degree of skill, diligence, prudence and foresight in compliance with the undertakings and obligations under the RFP/ Agreement which would be expected from a skilled and experienced person engaged in the implementation, operation and maintenance or supervision or monitoring thereof or any of them of works of the type, nature and scope similar to those mentioned in this RFP;

GPS Global Positioning System device for tracking and tracing movement of all ambulances/vehicles under the EMAS

INR /Rs. Indian Rupees

IT Information Technology

Joint Bidding Agreement

Shall have the meaning as ascribed to it in Clause 2.1.6 Error! Reference source not found.of this RFP

L-1 Bidder Shall have the meaning as ascribed to it in Clause 3.4.2 of this RFP

Lead Member Shall have the meaning as ascribed to it in Clause 2.1.6 of this RFP

Member means a Member of a Consortium

NAC National Ambulance Code;

NHM-TS National Health Mission-Telangana State;

Nodal NHM-TS An NHM-TS officer to whom the relevant administrative or financial powers have been delegated for taking decision in a matter relating to procurement. For the purpose of this RFP document, the Mission Director, NHM-TS shall be the Nodal NHM-TS;

Notification A notification published in the Official Gazette;

OEM Original Equipment Manufacturer;

Patient Any sick or injured person whose condition requires appropriately trained personnel to provide medical care and / or suitable transport;

Project Shall have the meaning as ascribed to it in Clause 1.1 of this RFP;

Project Facilities Any facility created for dedicated operation and management of the project such as ERC shall be one of such Project Facility;

Project Site Wherever applicable, means the designated place or places

RFP means the following request for proposal document issued by the NHM-TS to the prospective Bidders: RFP No. ___________ dated ________ 2022 for “Request for Proposal for Selection of Agency for Setup, Operations and Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi & 104 Health Helpline Services for NHM, TS”. Any Corrigendum(a) / Amendment(s) / Clarification(s) to the RFP issued by the TSTS/ NHM-TS subsequent to the issue of the RFP shall be an integral part of the RFP document;

Selected Bidder / Service Provider

means the qualified Bidder who shall be awarded the Project as per the terms and conditions set out in this RFP;

Selection Process or Tender Process

the process of procurement extending from the issue of Notice for Request for Proposal to the signing of the Contract or cancellation of the Selection/Tender Process, as the case may be;

Selected Agency The Selected Bidder, which shall sign the Agreement with NHM-TS for providing the services envisaged under this RFP;

Special Purpose Vehicle (SPV)

SPV shall mean a private limited company incorporated under the Companies Act, 2013 to contract with NHM-TS for “Request for Proposal for


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Selection of Agency for Operations and Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi & 104 Health Helpline Services for NHM, TS” for the contracted period

Super Admin “Super Admin” Access shall mean the representative/authorized official having rights to access the System/ Database/ Platform including but not limited to all protected content including logs and audit trial either singly or jointly having administration rights, view rights, cancellation rights, rejection rights, rights to approve and authorize any Transaction or being able to set permissions to control elements of Transactions and for such other matters for which the authorizations are required pursuant to the Solutions rendered in the context of this RFP

Technical Proposal Shall have the meaning as ascribed to it in Clause 2.8.13 of this RFP;

TSTS Telangana State Technology Services Ltd.

Type B Road Ambulance/ Patient Transport Vehicle (PTV)

Road ambulance designed and equipped for the transport of patients who are not expected to become emergency patients. 102 Amma Vodi Vehicles under the 102, shall primarily be Type B Road Ambulance/ Patient Transport Vehicles as per the NAC;

Type C Road Ambulance: Basic Life Support (BLS) Ambulance

A vehicle ergonomically designed, suitably equipped and appropriately staffed for the transport and treatment of patients requiring non-invasive airway management / basic monitoring. 108 ambulances, shall comprise of certain number of Type C Road Ambulance: Basic Life Support (BLS) Ambulance as per the NAC;

Type D Road Ambulance: Advanced Life Support (ALS) Ambulance

A vehicle ergonomically designed, suitably equipped and appropriately staffed for the transport and treatment of emergency patients requiring invasive airway management / intensive monitoring. 108 ambulances, shall comprise of certain number of Type D Road Ambulance: Advanced Life Support (ALS) Ambulance as per the NAC;

Work Order Shall have the meaning as ascribed to it in Clause 3.5 of this RFP;

The words and expressions beginning with capital letters and defined in this document shall, unless repugnant to the context, have the meaning ascribed thereto herein. In this RFP, unless the context otherwise requires, the words importing singular shall include plural and vice versa.


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SECTION 1. INTRODUCTION

1.1. Introduction

The National Health Mission was launched by the Hon’ble Prime Minister on 12th April 2005, to provide

accessible, affordable and quality health care to the rural population, especially the vulnerable groups.

The Union Cabinet by its decision dated 1st May 2013, has approved the launch of National Urban

Health Mission (“NUHM”) as a sub-mission of an over-arching National Health Mission, with National

Rural Health Mission (“NRHM”) being the other sub-mission of National Health Mission. NRHM seeks

to provide equitable, affordable and quality health care to the rural section, especially the vulnerable

groups.

One of the achievements of the NHM has been the patient transport ambulances operating under Dial

108 services. At the time of launch of NRHM in 2005, such ambulance networks were non-existent.

Telangana State has been a pioneer in introducing 108 services for the first time in the Country. Now

several States/ UTs have the facility where people can Dial on a toll-free number (like 108 or 102) for

availing emergency ambulance/ referral services.

Emergency Medical Services (“EMS”) is an essential part of the overall healthcare system as it saves

lives by providing immediate care. Terms like ‘the Golden Hour’ and the ‘Platinum Ten Minutes’

characterize the importance of EMS all over the world. It is a well-accepted fact that a patient who

receives basic care from trained professionals and is transported to the nearest healthcare facility in

the shortest possible time in case of an emergency, has the highest possible chances of survival. EMS

can be provided in two forms - pre-hospital services and treatment as in-patient. Pre-hospital medical

services include ambulatory services, transportation of the patients to or from places of treatment

and acute medical care (also called first aid). EMS also encompasses services developed to move

patients from one medical facility to an alternative one, inferring transfer to a higher facility of care.

In such services, the EMS is not summoned by members of the public but by clinical professionals (e.g.,

physicians or nurses) in the referring facility. The importance of a reliable EMS cannot be over-

emphasized, especially in India where the government has the responsibility of providing basic

healthcare to the majority of the population.

Telangana State with an objective of achieving ‘Aarogya Telangana’, initiated numerous reforms in

the health sector over the last few years. Telangana is in the process of reimagining its healthcare

delivery systems and service delivery models to improve quality and responsiveness of emergency

services to instill new confidence in the public health system among people. In view of this, the State

Government has decided to Centralize and Integrate all services related of 108, 102 and 104

Emergency referral and health services under a single Agency. The overall program shall be managed

by Mission Director, National Health Mission, Telangana State.

National Health Mission-Telangana State, under Health Medical and Family Welfare Department

(“HM&FWD”), Government of Telangana provides Emergency Medical Ambulance and Healthcare

Services (“EMAHS”), which includes the 108 Emergency Response Center, 108 Emergency Ambulances

(collectively known as Emergency Medical Ambulance Service (“EMAS”), 102 Amma Vodi Services,

and 104 - Health Helpline to all the citizens across the state.


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1.2. Emergency & Health Services in Telangana

(1) 108 EMERGENCY RESPONSE CENTRE (“108-ERC”/ “ERC”) - The ERC has been established at the

state level in Hyderabad to run the emergency and healthcare service operations for whole of the

state. Any person from anywhere in Telangana can dial the 3-digit toll-free number ‘108’ to seek

assistance as per the nature of the medical emergency. On an average, the 108 ERC handles

approx. 12,000 calls per day. Emergency Response Clinical Physicians (“ERCP”), clinical

counsellors and Emergency Response Operators (“EROs”) provide services on 24*7 basis in shifts

for operations of 108-ERC. Presently, 30 seater call center is operational from GVK-EMRI

premises.

(2) 108 EMERGENCY AMBULANCE - Emergency Medical Ambulance Services (known as “EMAS” /

108 Ambulance”) with a fleet of 396 Basic Life Support (BLS) Ambulances, 30 Advance Life

Support (ALS) and 50 Bike Ambulances have been deployed strategically across the State

supported by the fully functional centralized ERC, situated at Kompally, Hyderabad. All the

ambulances combined, provide help and support to cater to ~40,000 dispatches per month. The

current Service Provider M/s GVK EMRI is operating the 108 EMAS and ERC from 2014 onwards.

The current premises of ERC is also owned by M/s GVK EMRI. The Selected Agency through this

RFP shall take-over the operations of 108 ERC and EMAS immediately after signing the contract

pursuant

(3) 102 Amma Vodi Services – Amma Vodi Service (AVS) vehicles is a patient transport service

primarily for transportation of pregnant women and children. The AVS service under Janani

Shishu Suraksha Karyakram (“JSSK”) scheme, dispatches vehicles for pregnant women, neonates,

parents of neonates, infants and children in situations of ill health and any other related

contingencies across the state. The Amma Vodi Services transport pregnant women and

newborn/ infant child to the nearest government health facility for deliveries/ treatment/

immunization and also provide drop back facility to their homes. The 102 AVS services caters to

approx. 10,000 cases per month. The contract with M/s GVK EMRI for 102 Amma Vodi Services

expires in Jan 2023. The Selected Agency through this RFP is expected to takeover operations of

102 Services from Jan 2023 onwards.

(4) ‘104’ HEALTH HELPLINE SERVICE - The ‘104’ Health Helpline service is intended for use by anyone

who wishes to seek information or medical advice from qualified MBBS doctors, counsellors and

paramedical staff, who are deployed to respond to the health-related queries through the

dedicated 50-seater call center, operating in shifts between 08:00 AM to 08:00 PM on all days of

the week, currently operated from Aarogyasri Health Care Trust at Hyderabad.

The current scope of this RFP is to select an Agency to provide reliable, efficient and timely operations

of the 108 EMAS, 102 AVS and 104 Health Helpline Services in a centralized and integrated manner

for all the citizens of the state (CERTS). (Details given in the Scope of work section of the RFP)

(“Project”).

In this regard, the Tender Inviting Authority (TIA) invites Proposals from interested parties (“Bidders”)

for selection of an Agency for setup, operations and management of CERTS for Purchaser in

accordance with the method of selection specified in the RFP (the “Selection Process”). Bidders shall


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be deemed to have understood and agreed that no explanation or justification for any aspect of the

Selection Process will be given and that TIA’s decisions is final without any right of appeal whatsoever.

Pursuant thereto, the Contract will be signed with the selected bidder (the “Service Provider /

Selected Bidder”) initially for a period of 5 (five) years (“Contract Period”). The Contract, post 5 (five)

years, may be extended further for 1 year based on the performance of the Service Provider at sole

discretion of the Purchaser only.

1.3. Objectives

The key objectives to engage an Agency for operations of the CERTS are as follows:

(a) To co-locate, setup, integrate and operate the 108- EMAS, 102 AVS, Free Hearse Services and

104 Health helpline through a centralized ERC (CERTS) in accordance with the requirements

of Purchaser for the Project duration across all 33 districts in the state of Telangana.

(b) To install and integrate with the GPS (Global Positioning System) devices in the vehicles so

that computer telephony integration (“CTI”) and Computer-Aided Dispatch (“CAD”) provides

to log calls with GPS devices installed in each Ambulance/ vehicle incorporated in GIS

(Geographical Information System) platform such that, Ambulance/ vehicle monitoring and

tracking system, call management, performance monitoring and reporting becomes possible

for 108 EMAS and 102 AVS vehicles. The movement (movement from base location to patient

location, from patient location to hospital location and back to base location) of every

ambulance/vehicle is tracked through GPS.

(c) To provide transit healthcare and treatment on a 24*7 basis to patients/ emergency patients,

with the goal of successfully treating the trauma/ injury or arranging for timely transportation

of the patient to the next point of definitive care at the nearest and appropriate identified

Public and Private healthcare facility.

(d) To facilitate the State in improving and achieving critical Millennium Development Goals,

which is foremost to bring about reduction in Maternal Mortality Rate (MMR), Infant

Mortality Rate (IMR), Neonatal Mortality rate (NMR) through timely clinical interventions.

(e) To setup, operate, maintain and manage all the services in the state smoothly and efficiently

while ensuring coordination with all stakeholders viz. administration, other State agencies

such as Police, Road Transport, Fire, beneficiaries and any Third parties assisting on the

Project.

(f) To provide and support the HM&FWD/ NHM-TS during existence of the Contract, towards the

introduction and operationalization of any other services that may be required in future, as

per the terms of the RFP and agreement.


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1.4 Documents for Submission

S. No. Documents to be Submitted

1. Documents as mentioned for pre-qualification, technical qualification and any other supporting document as requested in the RFP and as deemed suitable by the Bidder to support the facts and figures stated in the proposal of the Bidder.

2. ANNEXURE 1: COVER LETTER

3. ANNEXURE 2: AVERAGE ANNUAL TURNOVER OF BIDDER

4. ANNEXURE 3: FORMAT FOR TECHNICAL PROPOSAL

5. ANNEXURE 4: DETAILS OF THE BIDDER / RESPONDING FIRM

6. ANNEXURE 5: BLACKLISTING AND PENDING SUIT DECLARATION

7. ANNEXURE 6: FINANCIAL PROPOSAL COVER LETTER

8. ANNEXURE 7: FORM OF PERFORMANCE SECURITY

9. ANNEXURE 8: FORMAT FOR POWER OF ATTORNEY (Sole Bidder)

10.

ANNEXURE 9: FORMAT FOR POWER OF ATTORNEY

11. ANNEXURE 10: FORMAT FOR JOINT BIDDING AGREEEMENT (CONSORTIUM)

12. ANNEXURE 11: ANTI COLLUSION CERTIFICATE

13. ANNEXURE 12: LETTER OF EXCLUSIVITY

14. ANNEXURE 13: DECLARATION FOR EXISTENCE OF THE FIRM

15. ANNEXURE 14: FORMAT CLIENT CERTIFICATE

16. ANNEXURE 15: UNDERTAKING FOR INSURANCE COVERAGE

17. ANNEXURE 16: UNDERTAKING FOR MINIMUM WAGES PAYMENT

18. ANNEXURE 17: BILL OF MATERIAL FORM

19. ANNEXURE 18: PROPOSED WORK PLAN

Note:

1. All documents shall be mandatorily submitted in complete and in the form prescribed under

this RFP.

2. Purchaser, at its sole discretion, may cancel any submission of Proposal if it appears that a

Proposal does not include the required documents/ includes incomplete/ incomprehensible/

wrong documents.

3. The aforesaid list is inclusive and not exhaustive. The Bidder shall submit other relevant

documents required in the RFP or requested by TIA/ Purchaser from time to time.


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SECTION 2. INSTRUCTION TO THE BIDDERS

2.1 General Terms of Bidding

2.1.1 Bidders are invited to submit Technical Proposal and Financial Proposal (collectively referred to

as “the Proposal/ Bid”), as specified in the schedule of RFP, for the services required for the

Project. The Proposal will form the basis for grant of Work Order/ Contract to the Selected

Bidder/ Agency. The Selected Bidder/ Agency shall carry out the Project in accordance with the

scope of work as specified in this RFP (the “SOW”).

2.1.2 TIA shall receive Proposal(s) pursuant to this RFP in accordance with the terms and conditions

set forth in this RFP and other documents provided by the TIA as modified, altered, amended

and clarified from time to time by the TIA (collectively the “Bidding Documents”) and all

Proposal(s) shall be prepared and submitted in accordance with such terms on or before the Bid

submission end date (the “Proposal Due Date”).

2.1.3 TIA requires that the Bidder hold Purchaser’s interests’ paramount, avoid conflicts with other

assignments or its own interests, and act without any consideration for future work. The Bidder

shall not accept or engage in any assignment that may place it in a position of not being able to

carry out its obligations in the best interests of Purchaser and the Project.

2.1.4 It is the TIA’s policy to require that the Bidders observe the highest standard of ethics during

the Selection Process and execution of work/Project. In pursuance of this policy, the TIA:

(a) will reject the Proposal for award if it determines that the Bidder has engaged in corrupt

or fraudulent activities in competing for the Project in question.

(b) will declare a Bidder ineligible, either indefinitely or for a stated period, to be awarded

any contract or Work Order if it at any time determines that the Bidder has

misrepresented its Proposal or provide false information in competing for and in

executing the Work Order/ Contract.

2.1.5 Number of Proposals: No Bidder shall submit more than 1 (one) Technical and Financial

Proposal for the Project. A Bidder bidding individually or as a member of a Consortium shall not

be entitled to submit another Proposal either individually or as a member of any Consortium,

as the case may be. In the event of such an occurrence (i.e., submission of more than 1 (one)

Technical or Financial Proposal, either individually or as part of Consortium), both the Proposals,

shall be summarily rejected.

2.1.6 Consortium: The Bidder may be a single entity or a group of entities up to a maximum of 3

(three) entities (the “Consortium”), coming together to implement the Project. However, no

Bidder applying individually or as a member of a Consortium, as the case may be, can be

member of another bidding Consortium for the Project. In the event of such an occurrence (i.e.,

if the Bidder is part of Consortium/single Bidder in more than 1 (one) Bid), all such Bids, shall be

summarily rejected. The term ‘Bidder’ used herein would apply to both a single entity and a

Consortium.

Where the Bidder is a single entity, it shall form a Special Purpose Vehicle, incorporated as a


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private limited company under the Indian Companies Act, 2013 (the “SPV”), within 30 (thirty)

days of issue of work order in order to execute the Master Service Agreement and implement

the Project.

In case the Bidder is a Consortium, it shall, in addition to forming a SPV registered under the

Companies Act, 2013 within 30 (thirty) days of issue of work order in order to execute the

Master Service Agreement, comply with the following additional requirements:

a. The maximum number of members that shall be allowed to form a Consortium for

the purpose of this RFP must not exceed 03 (three). In the event of such an occurrence

(i.e., if the Consortium members are more than 03 (three) the Proposal shall be

summarily rejected.

b. The Proposal should contain the required information for each Member of the

Consortium. The Proposal should include a description of the roles and

responsibilities of individual Members of the Consortium, particularly with reference

to technical, financial, operational and maintenance obligations.

c. All Members should jointly fulfil eligibility criterion pertaining to their area of

competence and one of them would be considered as Lead Bidder as decided by them

through a Joint Bidding Agreement. The Members of the Consortium shall nominate

one Member as the lead member (the “Lead Member”), which must be an entity

registered/ incorporated in India (as on the date of submission of Proposal). Such Lead

Member shall have an equity share holding of at least 26% (twenty-six per cent) of

the paid up and subscribed equity of the SPV, up to at least 06 (six) months from the

effective date of the Master Service Agreement signed with NHM-TS. The nomination

shall be supported by a power of attorney, substantially in the form specified at

Annexure- 9, executed on non-judicial stamp paper of appropriate value and duly

notarized by a notary public, signed by all the other members of the Consortium.

d. The Consortium members on whose strength a Bidder has been short-listed should

have a substantial stake in the Project. The Consortium member, other than the Lead

Member of the Consortium, whose technical and/or financial capacity is considered

for the purpose of qualification and shortlisting herein; should hold at least 26%

(twenty-six percent) of subscribed and paid-up equity in the SPV up to at least 6 (six)

months from the effective date of the Master Service Agreement signed with NHM-

TS.

e. the members of a Consortium shall form an SPV to execute the Project, if awarded to

the Consortium.

f. the Members of the Consortium shall enter into a binding joint bidding agreement,

substantially in the form specified at Annexure-10 (the “Joint Bidding Agreement”)

for the purpose of submitting a Proposal. The Joint Bidding Agreement, to be

submitted along with the Proposal, shall, inter alia:

i. convey the intent to form a SPV, with details of shareholding/ ownership

equity commitment(s) in accordance with this RFP, which would enter into


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the Contract with NHM-TS and subsequently perform all the obligations of

the Selected Agency in terms of the Contract, in case the Project is awarded

to the Consortium; and,

ii. clearly outline the proposed roles and responsibilities, and area expertise of

each Member; and,

iii. commit the minimum equity stake to be held by each Member; and,

iv. undertake that the Lead member of the Consortium shall hold the highest

share of (percent) i.e., the highest equity shareholding in the paid up and

subscribed equity in the SPV, which shall not be less than 26% (twenty six

percent) and shall hold such equity up to at least 6 (six) months from the

effective date of the Master Service Agreement signed with NHM-TS; and,

v. commit that each of the members, whose technical/ financial Capacity will be

evaluated for the purposes of this RFP, shall subscribe to 26% (twenty-six per

cent) or more of the paid-up and subscribed equity of the SPV up to at least

6 (six) months from the effective date of the Master Service agreement signed

with NHM-TS

vi. members of the Consortium undertake that they shall collectively hold at

least 51% (fifty-one per cent) of the paid-up and subscribed equity of the SPV

for the entire Contract Period or such extended term as may be mutually

agreed between the NHM-TS and the SPV; and,

vii. include a statement to the effect that all Members of the Consortium shall be

liable jointly and severally for all obligations in relation to the Project for the

entire Contract Period or such extended term as may be mutually agreed;

and,

viii. except as provided under this RFP and the Bidding Documents, there shall not

be any amendment to the Joint Bidding Agreement without the prior written

consent of NHM-TS”.

2.1.7 Change in composition of the Consortium

(a) Change in the composition of a Consortium will not be permitted during the Selection

Process or if selected, during Contract Period, including implementation and operation of

the Project throughout the Contract Period or any extended term of the Contract.

2.1.8 Change in Ownership when the Bidder is a Consortium

(a) Change in the ownership and control of a Consortium Member shall not be permitted

during the Selection Process or if selected, during Contract Period, including

implementation and operation of the Project throughout the Contract Period or any

extended term of the Contract.


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2.1.9 Conflict of Interest: A Bidder shall not have a conflict of interest (the “Conflict of Interest”) that

affects the Selection Process. Any Bidder found to have a Conflict of Interest shall be

disqualified. In the event of disqualification, Purchaser shall be entitled to forfeit and

appropriate the Performance Security, as the case may be, as mutually agreed genuine pre-

estimated loss and damage likely to be suffered and incurred by the Purchaser and not by way

of penalty for, inter alia, the time, cost and effort of the Purchaser, including consideration of

such Bidder’s Proposal (the “Damages”), without prejudice to any other right or remedy that

may be available to purchaser under the Bidding Documents and/ or the Contract or otherwise.

Without limiting the generality of the above, a Bidder shall be deemed to have a Conflict of

Interest affecting the Selection Process, in the below circumstances:

(a) A Bidder may be considered to be in a Conflict of Interest with one or more Bidders in the

same Selection Process under this RFP if they have a relationship with each other, directly

or indirectly through a common company / entity, that puts them in a position to have

access to information about or influence the Proposal of another Bidder; or

(b) The Bidder, its member and any other Bidder, its member (or any constituent thereof) have

common controlling shareholders or other ownership interest; or

(c) a constituent of such Bidder is also a constituent of another Bidder in the selection process;

or

(d) such Bidder, its member thereof receives or has received any direct or indirect subsidy,

grant, concessional loan or subordinated debt from any other Bidder, its member or

Associate, or has provided any such subsidy, grant, concessional loan or subordinated debt

to any other Bidder, its member thereof; or

(e) such Bidder has the same legal representative for purposes of this Proposal as any other

Bidder; or

(f) such Bidder, has a relationship with another Bidder, directly or through common third

party/ parties, that puts either or both of them in a position to have access to each other’s

information about, or to influence the Proposal of either or each other; or

(g) such Bidder has participated as a consultant to the Purchaser in the preparation of any

Bidding Documents, design or technical specifications of the Project.

Explanation:

In case a Bidder is a Consortium, then the term Bidder as used in this Clause, shall include each

member of such Consortium.

2.1.10 A Bidder including any Consortium Member should, in the last 3 (three) years, have neither

failed to perform on any contract, as evidenced by imposition of a penalty by an arbitral or

judicial authority or a judicial pronouncement or arbitration award against the Bidder,

Consortium Member, as the case may be, nor has been expelled from any project or contract

by any public entity nor have had any contract terminated by any public entity for breach by

such Bidder, Consortium Member.

2.1.11 Any Bidder that has been barred by the Central Government, any State Government, a

statutory authority or a Public Sector Undertaking, as the case may be, from participating in

any project and the bar subsists as on the date of the Proposal Due Date, would not be eligible


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to submit a Proposal either individually or as a member of a Consortium.

2.1.12 A Bidder shall be liable for disqualification if any legal, financial or technical adviser of the

Purchaser in relation to the Project is engaged by the Bidder and its Member or any Associate

as the case may be, in any manner for matters related to or incidental to the Project. For the

avoidance of doubt, this disqualification shall not apply where such adviser was engaged by

the Bidder and its Member or Associate in the past, but its assignment expired or was

terminated prior to the Proposal Due Date. Nor will this disqualification apply where such

adviser is engaged after a period of 3 (three) years from the date of commencement of services

under the Project.

2.1.13 Cost of Bidding: Bidders shall bear all costs associated with or relating to the preparation and

submission of their Proposals and their participation in the Selection Process including but not

limited to preparation, postage, copying, delivery fees, expenses associated with any

demonstrations or presentations which may be required by the Purchaser, or any other costs

incurred in connection with or relating to its Proposal. All such costs and expenses will be borne

by the Bidder and Purchaser shall not be liable in any manner whatsoever for such costs or for

any other costs or other expenses that may be incurred by the Bidder in preparation or

submission of the Proposal, regardless of the conduct or outcome of the Selection Process.

2.1.14 Site visit and verification of information: All the prospective Bidders may, at their sole

discretion and convenience plan to visit the Project site(s). These visits may be carried out with

the objective of assessing the location, infrastructure, connectivity and other related

parameters. Purchaser shall not bear any costs for such visits to the Project site(s) for any of

the Bidder(s). Any such visits required for assessment before the submission of Proposal will

be carried out by the Bidder itself. No reimbursements will be made for such visits in lieu of

Proposal submission by Purchaser or any related authorities. Necessary support and

arrangements shall be made for the Bidder(s) who wish to visit the current operational site(s).

However, the Bidder(s) shall have to obtain the prior permission from Purchaser before

planning any of the site(s) visit(s)

2.1.15 Acknowledgement by Bidder,

(a) It shall be deemed that by submitting the Proposal, the Bidder has:

(i) made a complete and careful examination of the RFP.

(ii) received all relevant information requested from the Purchaser.

(iii) accepted the risk of inadequacy, error or mistake in the information provided in the

RFP or furnished by or on behalf of the Purchaser.

(iv) satisfied itself about all matters, things and information, including matters referred to

in Clause 2.1.15, hereinabove necessary and required for submitting an informed

Proposal, execution of the Project in accordance with the Bidding Documents and

performance of all its obligations there under.

(v) acknowledged and agreed that inadequacy, lack of completeness or incorrectness of

information provided in the Bidding Documents or ignorance of any of the matters

referred to in Clause 2.1.15 hereinabove shall not be a basis for any claim for

compensation, damages, extension of time for performance of its obligations, loss of

profits etc. from the Purchaser, or a ground for termination of the Contract by the

Selected Agency;

(vi) acknowledged that it does not have a Conflict of Interest; and


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(vii) agreed to be bound by the undertaking provided by it under and in terms hereof.

2.1.16 The Purchaser and/ or its advisors/ consultants shall not be liable for any omission, mistake or

error on the part of the Bidder in respect of any of the above or on account of any matter or

thing arising out of or concerning or relating to RFP or the Selection Process, including any error

or mistake therein or in any information or data given by the Purchaser and/ or its consultant.

2.1.17 Right to Reject any or all Proposals:

(a) Notwithstanding anything contained in this RFP, the Purchaser reserves the right to accept or

reject any Proposal and to annul the Selection Process and reject all Proposals, at any time

without any liability or any obligation for such acceptance, rejection or annulment, and

without assigning any reasons thereof.

(b) Without prejudice to the generality of above, the Purchaser reserves the right to reject any

Proposal if:

(i) at any time, a material misrepresentation is made or discovered, or

(ii) the Bidder does not provide, within the time specified by the TIA, the supplemental

information sought by the Purchaser for evaluation of the Proposal.

(c) Such misrepresentation/ improper response by the Bidder may lead to the disqualification/

debarment/ blacklisting of the Bidder. If the Bidder is a Consortium, then the entire

Consortium may be disqualified/ rejected.

(d) That the Proposal by the Bidder suffers from a material misrepresentation/improper response

includes but is not limited to the non-fulfillment of any of the conditions or requirements of

the Selection Process.

(e) If such disqualification/ rejection occurs after the Proposals have been opened and the L-1

Bidder gets disqualified/ rejected, then the Purchaser reserves the right to:

(i) invite the remaining Bidders to match the L-1 Bidder /submit their Proposals in

accordance with the RFP; or

(ii) take any other measure as may be deemed fit in the sole discretion of the Purchaser,

including annulment of the Selection Process.

(f) Purchaser reserves the right to debar or blacklist the L-1 Bidder or any Bidder whosoever is

disqualified at any stage of the Selection Process for reasons inclusive of but not limited to

reasons mentioned above as well as failure to comply with instructions enumerated in the

RFP/ Annexures / Corrigendum/ LOI/ Work Order/ Contract.

(g) In case it is found during the evaluation or at any time before signing of the Contract or after

its execution and during the period of subsistence thereof, that one or more of the pre-

qualification conditions have not been met by the Bidder, or the Bidder has made material

misrepresentation or has given any materially incorrect or false information, the Bidder shall

be disqualified forthwith if not yet appointed as the Selected Bidder either by issue of the

Work Order or entering into of the Contract, and if the Selected Bidder/Consortium has

already been issued the Work Order or has entered into the Contract, as the case may be, the

same shall, notwithstanding anything to the contrary contained therein or in this RFP, be liable

to be terminated, by a communication in writing by the Purchaser to the Bidder, without the

Purchaser being liable in any manner whatsoever to the Bidder and without prejudice to any


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other right or remedy which the Bidder may have under this RFP, the Bidding Documents, the

Contract or under applicable law.

(h) Purchaser reserves the right to verify all statements, information and documents submitted

by the Bidder in response to the RFP or the Bidding Documents and the Bidder shall, when so

required by the Purchaser make available all such information, evidence and documents as

may be necessary for such verification. Any such verification or lack of such verification by the

Purchaser shall not relieve the Bidder of its obligations or liabilities hereunder nor will it affect

any rights of the Purchaser thereunder.

2.1.18 Purchaser shall adopt the Least Cost (L-1) methodology for selection of the Bidder; post

qualification of the Bidders based on the minimum qualification criteria/ Technical Proposal

and Financial Proposal submitted.

2.1.19 This RFP is not transferable.

2.1.20 Any award of the Project pursuant to this RFP shall be subject to the terms and conditions of

this RFP and Bidding Documents.

2.1.21 Dispute Resolution: If any dispute or difference of any kind whatsoever arises between the

parties in connection with or arising out of or relating to or under this RFP, the parties shall

promptly and in good faith negotiate with a view to its amicable resolution and settlement. In

the event no amicable resolution or settlement is reached within a period of 30 (thirty) days

from the date on which the above-mentioned dispute or difference arose, such dispute or

difference shall be settled at first by the Executive Committee, and if the matter remains

unresolved, then before the Steering Committee, whose decision shall be final.

2.2 Prebid Meeting

2.2.1 Due to the ongoing Covid-19 Pandemic, the queries related to Tender document shall be sent

through email to the mail addresses be provided by TIA.

2.2.2 The Bidders will be free to seek clarifications and make suggestions for consideration of the

TIA and Purchaser. The Purchaser shall endeavor to respond to the questions raised or

clarifications sought in the form of Corrigendum/Addendum hosted on eprocurement website

& TSTS Website and such further information as it may, consider appropriate for facilitating a

fair, transparent and competitive Selection Process.

2.3 Clarification and amendment of RFP documents

2.3.1 Bidders may seek clarification on this RFP within the stipulated date as set out in the RFP

document.

2.3.2 Any request for clarification(s) must be sent by standard electronic means (Excel and PDF file)

as per the format provided in this RFP document at Annexure 19 to the TIA’s email address.

2.3.3 The TIA will post the reply to such queries on its official website www.tsts.telangana.gov.in and

https://tender.telangana.gov.in

2.3.4 TIA and Purchaser may also on its own motion, if deemed necessary, issue interpretation(s) and

clarification(s) to all Bidders. All clarifications and interpretations issued by Purchaser shall be

deemed to be part of the RFP. Verbal clarification(s) and information given by TIA or Purchaser,

http://www.tsts.telangana.gov.in/

https://tender.telangana.gov.in/


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or its employees or representatives shall not in any way or manner be binding on Purchaser and

shall not alter the terms of the RFP. However, TIA or Purchaser reserves the right not to respond

to any question(s) or provide any clarification(s), in its sole discretion, and nothing in this Clause

shall be taken or read as compelling or requiring TIA or Purchaser to respond to any question(s)

or to provide any clarification(s).

2.3.5 At any time before the submission of Proposals, the Purchaser may, for any reason, whether at

its own initiative or in response to a clarification requested by a prospective Bidder, modify the

RFP documents by an amendment. All amendments/ addenda/ corrigenda will be posted on the

TIA’s official website.

2.3.6 To afford the Bidders a reasonable time for taking an amendment/corrigendum into account,

or for any other reason, the TIA or Purchaser may at its discretion extend the Proposal Due Date.

2.4 Tender Fee

2.4.1 The RFP document is available online to registered users. A non-refundable tender submission

fee of INR 25,000/- (INR Twenty Five Thousand only) shall be payable in the form of Demand

Draft drawn in favor of The Managing Director, Telangana State Technology Services Ltd. apart

from gateway and service charges, by each Bidder for their Proposals to be accepted.

2.4.2 A scanned copy of the Demand Draft payable at Hyderabad shall be uploaded towards cost of

Tender Document along with the bid, failing which the bid will be disqualified.

2.5 Earnest Money Deposit

2.5.1 An Earnest Money Deposit (“EMD”) required to be submitted by each Bidder shall be in the

form of Bank Draft / Bank Guarantee from any Schedule or Commercial Bank in favour of

Managing Director, Telangana State Technology Services Ltd. (TSTS), Government of Telangana

payable at Hyderabad for the sum of INR 1,00,00,000 /- (INR One Crore only).

2.5.2 No Bidding entity is exempted from deposit of EMD. Bids submitted without EMD shall be not

considered.

2.5.3 The EMD shall be kept valid through the Proposal validity period and may need to be extended,

if so, required by TIA and Purchaser.

2.5.4 TIA will not be liable to pay any interest on EMD. EMD of pre- qualified but unselected Bidders

shall be returned, without any interest, within 1 (one) month after grant of the Work Order or

execution of the Contract to the Selected Bidder (whichever is later) or when the Selection

Process is cancelled by TIA. The Selected Bidder’s EMD shall be returned, without any interest

upon the Bidder accepting the Work Order or executing the Contract (whichever is later) and

after furnishing the Performance Security in accordance with provision of the RFP and Work

Order.

2.5.5 TIA or Purchaser will be entitled to forfeit and appropriate the EMD as mutually agreed loss and

damage payable to Purchaser in regard to the RFP without prejudice to TIA’s any other right or

remedy that may be available to TIA under the Bidding Documents and/ or under the

Agreement, or otherwise under the following conditions:

(a) If a Bidder engages in a corrupt practice, fraudulent practice, coercive practice, undesirable

practice or restrictive practice as envisaged under this RFP (including the standard form of


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Work Order).

(b) If any Bidder withdraws its Proposal during the period of its validity as specified in this RFP

and as extended by the Bidder from time to time.

(c) In the case of the Selected Bidder, if the Selected Bidder fails to accept the Work Order or

execute the Contract within the specified time limit or fails to furnish the Performance

Security within the specified time limit.

(d) If the Bidder commits any breach of terms of this RFP or is found to have made a false

representation to TIA or Purchaser.

2.6 Preparation of Proposal

2.6.1 Bidders are requested to submit their Proposal in English language and strictly in the formats

provided in this RFP. The TIA and Purchaser will evaluate only those Proposals that are received

in the specified forms and complete in all respects.

2.6.2 In preparing their Proposal, Bidders are expected to thoroughly examine the RFP document.

2.6.3 The Pre-qualification & Technical Proposal should provide the documents as prescribed in this

RFP (“Pre-qualification & Technical Proposal”). No information related to Financial Proposal

should be provided in the Technical Proposal. Further, in such a case, TIA will be entitled to

reject the Proposal.

2.6.4 Any condition or qualification or any other stipulation contained in the Proposal shall render the

Proposal liable to rejection as a non-responsive Proposal.

2.6.5 Non-compliance with the instructions and conditions contained in the RFP/ Amendments/

Addenda/ Corrigenda shall render the Proposal liable to be rejected. However, an opportunity

can be given to the Bidder to represent facts of such omission. If such representation made by

the Bidder is found unsatisfactory, then TIA or Purchaser reserves the right to debar/ blacklist

the Bidder from the Selection Process under this RFP.

2.6.6 The Proposals must be digitally signed on every page by the Authorized Representative (the

“Authorized Representative”) as detailed below:

(a) by the proprietor in case of a proprietary firm. or

(b) by a partner, in case of a partnership firm and/or a limited liability partnership; or

(c) by a duly authorized person, in case of a Limited Company or a corporation. or

(d) by the duly authorized Trustee in case of a Trust; or

(e) by the duly authorized member of Society in case of society.

(f) In case of a Consortium, the proposal shall be signed by the duly authorized signatory of the

Lead Member and shall be legally binding on all the Members of the Consortium.

2.6.7 Bidders should note the Proposal Due Date, as specified in Notice of RFP, for submission of

Proposals. Except as specifically provided in this RFP, no supplementary material will be

entertained by the TIA or Purchaser, and the evaluation will be carried out only on the basis of

documents received on eProcurement portal of Telangana by the closing time of Proposal Due

Date as specified in Notice of RFP. Bidders will ordinarily not be asked to provide additional


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material information or documents subsequent to the date of submission, and unsolicited

material, if submitted, will be summarily rejected. For the avoidance of doubt, the TIA or

Purchaser reserves the right to seek clarifications in case the Proposal is non- responsive on any

aspects.

2.6.8 Financial Proposal: While preparing the Financial Proposal, Bidders are expected to take into

account the various requirements and conditions stipulated in this RFP document. The Financial

Proposal should be submitted as per the standard Financial Proposal submission forms

prescribed in this RFP.

2.6.9 While submitting the Financial Proposal, the Bidder shall ensure the following:

(a) The Bidder shall submit the Financial Proposal as per the instruction provided in this RFP

document.

(b) The Bidder shall ensure not to submit the Financial Proposal with the Technical Proposal.

Any Technical Proposal with financial details will be rejected by the TIA.

(c) The Financial Proposal shall only be submitted in soft copy through e-procurement portal

https://tender.telangana.gov.in in the Format as provided on the tender portal (“Financial

Proposal”) in a MS excel file clearly indicating the amount in both figures and words and up

to 2 (two) decimal points. For example, amount shall be quoted as 10.12 instead of 10 or

10.1.

(d) In case of any discrepancy between figures and words, in the Financial Proposal, the amount

indicated in words shall prevail.

(e) The Financial Proposal shall be furnished in Indian National Rupees only.

(f) The Financial Proposal needs to be filled in completeness based on financial submission

sheet including break-up of expenses operational expenditure (“Opex”).

(g) The Financial Proposal should be a Proposal inclusive of all the costs including but not

limited to all taxes associated with the Project. The Financial Proposal should clearly indicate

the price to be charged without any qualifications whatsoever and should include all taxes,

duties, fees, levies, works contract tax and other charges as may be applicable in relation to

the activities proposed to be carried out. These shall normally cover remuneration for all

the personnel (Expatriate and Resident, in the field, office, etc.), accommodation, air fare,

transportation, IT equipment, Software, Licenses, office supplies including stationary

material, printing of documents, secondary and primary data collection, etc. The Financial

Proposal shall take into account all the expenses and tax liabilities and cost of insurance (of

manpower, vehicles, equipment etc. for accident, theft, damage, burglary etc.), levies and

other impositions applicable under the prevailing law.

(h) If there is a change in the applicable taxes, Purchaser shall bear the cost for the same.

(i) The Bidder shall quote price in the prescribed format, the unit rates of the services it

proposes to provide as per the RFP document.

(j) The Bidders shall quote Opex costs as sought in the Financial Proposal for the services to be

provided as part of this RFP document.

(k) Prices quoted in the Proposal must be firm and final and shall not be subject to any

modifications, on any account whatsoever.



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(l) Price shall be quoted for all the items mentioned in Financial Proposal. NIL Value quoted

against any field in the Financial Proposal Sheet shall lead to rejection of Proposal.

(m) The total amount indicated in the Financial Proposal shall be without any condition attached

or subject to any assumption and shall be final and binding. In case any assumption or

condition is indicated in the Financial Proposal, it shall be considered non-responsive and

liable to be rejected.

(n) Bidders are required to note that they should necessarily submit their Financial Proposal in

the format provided and no other format is acceptable. If during or subsequent to

evaluation of Financial Proposal, it is discovered that the Financial Proposal submitted by a

Bidder, has been modified in any unauthorized manner, the Proposal may be rejected. The

TIA may first in exercise of its discretion seek clarifications from the Bidder on such an

occurrence.

2.6.10 Rectification of errors: Arithmetical errors in the Financial Proposal will be rectified on the

following basis:

(a) Items described in the Technical Proposal but not priced in the Financial Proposal, shall be

assumed to be included in the prices of other activities or items, and no corrections shall be

made to the Proposal.

(b) If there is a discrepancy between the unit price and the total price that is obtained by

multiplying the unit price and quantity, the unit price shall prevail and will be considered for

future calculations.

(c) If there is a discrepancy between words and figures, the amount in words shall prevail.

(d) If there is any discrepancy in the sum total, the corrected sum total will be considered.

(e) Any other arithmetical error will stand corrected for evaluation.

(f) If the Bidder does not accept the correction of errors, the Proposal will be rejected, and the

EMD/ may be forfeited.

2.6.11 Bidders are advised to serially number their Proposal documents along with indexing.

2.6.12 Extension of Period of Bid Validity: The Proposals shall be valid for a period of not less than 180

(one hundred eighty) days from the Proposal Due Date. TIA may request the Bidder(s) for an

extension of the period of the validity of the Proposals (“Bid Validity Period”). The request and

the responses thereto shall be made in writing. The Bidder shall be at liberty to refuse the

request. In such a circumstance, it will be construed that the Bidder has withdrawn its Proposal

and will not be entitled to claim or receive any penalty/ damages/ interest/charges, nor be

entitled to return of its Bid Documents submitted or refund of the EMD.

2.7 Submission, receipt and opening of proposals

2.7.1 The Proposal shall be submitted through e-procurement portal https://tender.telangana.gov.in.

The procedure for filing of e-tender is provided on the portal. For any queries or errors faced

related to uploading and submission of Technical and Financial proposals, payment of Tender

Fee and EMD, as part of this RFP, the Bidder(s) may contact the eProcurement-portal’s helpdesk

number as mentioned on the website https://tender.telangana.gov.in. The Bidder(s) may kindly


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note that TIA shall not be responsible for any delays or errors faced in submission of Proposals,

processing payment of Tender fees or EMD etc., at any stage of the Bid submission process due

to issues including but not limited to network outage and connectivity, technical errors, server

downtime etc. on https://tender.telangana.gov.in

2.7.2 The Authorized Representative of the Bidder should authenticate EMD details, Technical and

Financial proposal.

2.7.3 The Authorized Representative’s authorization should be confirmed by a written power of

attorney by the competent authority of the organization and Board Resolution of the

organization authorizing the same.

2.7.4 In case the Bidder is a Consortium, the Members thereof should furnish a Power of Attorney in

favor of the Lead Member in the format provided in Annexure-9 of the document.

2.7.5 No Proposal shall be accepted after the Proposal Due Date and time.

2.7.6 After the deadline for submission of Proposals the Technical Proposal shall be opened by the

evaluation committee to evaluate whether the Bidders meet the prescribed minimum

qualification criteria.

2.7.7 After the Proposal submission until the execution of the Contract, if any Bidder wishes to contact

the TIA or Purchaser on any matter related to its Proposal, it should do so in writing at the issuing

authority (TIA) official address as mentioned in Notice for Request for Proposal. Any effort by a

Bidder (including the Selected Bidder) to influence the TIA or Purchaser during the Proposal

evaluation, Proposal comparison or grant of the Work Order decisions may result in the

rejection of the Bidder’s Proposal.

2.7.8 Proposals shall be deemed to be under consideration immediately after they are opened and

until such time the TIA makes official intimation of award/ rejection to the Bidders. While the

Proposals are under consideration, Bidders and/ or their representatives are advised to refrain,

save and except as required under the Bidding Documents, from contacting by any means, the

TIA or Purchaser and/ or their employees/ representatives on matters related to the Proposals

under consideration.

2.8 Bid/ Proposal Evaluation

2.8.1 The bid evaluation is proposed in 3 stages- Prequalification (Stage-1), Technical (Stag-2) &

Financial bid (Stage-3). The bids submitted shall be checked to evaluate whether the Bidder

meets the prescribed minimum qualification criteria. The Technical Proposal submission for

Bidders who meet the minimum qualification criteria, shall be checked for responsiveness in

accordance with the requirements of the RFP and only those Proposals, which are found to be

responsive (“Qualified Bidder”) in PQ & Technical, would be further evaluated in accordance

with the criteria set out in this RFP document.

2.8.2 Prior to evaluation of Proposals, the TIA shall determine whether each Proposal is responsive to

the requirements of the RFP at each evaluation stage as indicated below. The TIA may, in its

sole discretion, reject any Proposal that is not responsive hereunder. A Proposal will be

considered responsive at each stage only if:

(a) To the satisfaction of TIA & Purchaser, the Bidders meet the minimum qualifications

prescribed before evaluating Financial Proposals.



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(b) The Prequalification & Technical Proposal submitted by the Bidder is:

(i) received in the form specified in this RFP.

(ii) received before the Proposed Due Date & Time including any extension thereof.

(iii) it is accompanied by the Tender Fee & Earnest Money Deposit.

(iv) it contains all the information (complete in all respects) as requested in this RFP

and/or Bidding Documents (in formats same as specified in this RFP).

(v) does not contain any condition or qualification; and,

(vi) it is not non-responsive in terms hereof.

(c) The Technical Evaluation & Qualification of the Bidder is:

(vii) received in the form specified in this RFP.

(viii) received before the Proposed Due Date & Time including any extension thereof.

(ix) it contains all the information (complete in all respects) as requested in this RFP

and/or Bidding Documents (in formats same as specified in this RFP).

(x) Bidder meets the minimum qualification marks as per the criteria mentioned

(xi) does not contain any condition or qualification; and,

(xii) it is not non-responsive in terms hereof.

(d) That the Financial Proposal submitted by the Bidder is:

(i) submitted online only. No hard copy shall be submitted to the TIA or Purchaser. In

case a Bidder submits the Financial Proposal in hard copy, the Proposal shall be

summarily rejected.

(ii) the Financial Proposal is received in the form specified in this RFP.

(iii) it is received by the Proposed Due Date & Time including any extension thereof.

(iv) it does not contain any condition or qualification; and

(v) It is not non-responsive in terms hereof.

(e) TIA reserves the right to reject any Proposal which is non-responsive and no request for

alteration, modification, substitution or withdrawal by Bidder(s) will be entertained by TIA

after submission of Proposal. Any alteration/ modification in the Proposal or additional

information supplied subsequent to the Proposal Due Date, unless the same has been

expressly sought for by the TIA, shall be disregarded. However, TIA or Purchaser reserves

the right to seek clarifications or additional information from the Bidder during the

evaluation process. The TIA will subsequently examine and evaluate Proposals in

accordance with the Selection Process detailed out below.

2.8.3 For the purpose of this RFP document, a Proposal shall be regarded as non-responsive, when

any required information or detail is missing or is incomplete, in any respect and/or prescribed

conditions are not fulfilled and shall be liable to be rejected.

2.9 Overall Evaluation & Selection basis for L-1 Bidder:

The TIA shall declare the Qualified Bidders based on the technical evaluation and responsiveness

of the bids. The Financial Proposals shall be opened for the Qualified Bidders. Selected Bidder

shall be the Bidder having the lowest quoted rates (L-1) for cumulative of the line items as


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below:

i. For 108 Ambulances

a) Quote for O&M of per vehicle per month for Govt. owned ALS vehicles (A)

b) Quote for O&M of per vehicle per month for Govt. owned BLS vehicles (B)

c) Quote for O&M of per month per each of Govt. owned Bike ambulances (C)

d) Quote for O&M of per vehicle per month for Agency provided ALS vehicles (D)

e) Quote for O&M of per vehicle per month for Agency provided BLS vehicles (E)

f) Quote for O&M of per month per each Agency provided Bike ambulances (F)

ii. For 102 Amma Vodi Service vehicles

a) Quote for O&M of per vehicle per month for Agency provided 102 Amma Vodi vehicles (G)

iii. For 104 Health Helpline Service

a) Quote for O&M of per Seat per month for 104 Health Helpline Service (H)

iv. For Hearse Vehicles

a) Quote for O&M of per vehicle per month for Govt. owned Hearse vehicles (I)

b) Quote for O&M of per vehicle per month for Agency provided Hearse vehicles (J)

v. For Video Wall Setup

a) Quote for setup of Video Wall at ERC and Department Office (K)

Total financial quote of bidder (Q) = (A) * 30 + (B) * 396 + (C) * 50 + (D) * 50 + (E) * 150 + (F) * 50 +

(G) * 300 + (H) * 50 + (I) * 32 + (J) * 18 + (K) * 2

The Bidder having the lowest (Q) * 12 Months (1 Year) shall be L1 Bidder.

2.9.1 Assumptions taken for calculation of L1 bidder:

1) For 108 ambulances handed over by the Purchaser

a. BLS ambulances to be handed over: 396

b. ALS ambulances to be handed over: 30

c. Bike ambulances to be handed over: 50

2) For new 108 ambulances to be deployed by Selected Agency

a. Agency Provided BLS ambulances: 150

b. Agency Provided ALS ambulances: 50

c. Agency Provided Bike ambulances: 50

3) For 102 Amma Vodi Service Vehicles


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a. Agency Provided: 300

4) For 104 Health Helpline Service

a. Number of Seats: 50

5) For Hearse Vehicles

a. Govt. owned: 32

b. Agency Provided: 18

6) For Video Walls - 2

Note:

1. The above Agency Provided vehicle numbers are indicative only.

2. The contract for 102 Amma Vodi Services vehicles with the existing Service Provider (GVK

EMRI) would expire in Jan 2023. However, the Bidder shall quote the cost per vehicle per

month for 102 Amma Vodi Vehicles deployment required post Jan 2023 in this proposal.

3. The numbers mentioned above in Assumptions are indicative. The actual number of Vehicles/

Seats may vary at the time of Handover and Takeover process duly analyzing the roadworthy

condition and other aspects of the ambulances / vehicles or call volumes and requirement

thereunder.


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SECTION 3. SELECTION OF AGENCY

As part of the evaluation, a Bidder must fulfill the minimum qualification criteria. In case a Bidder does

not fulfill the minimum qualification criteria (“Pre-Qualification Criteria”), the Proposal of such a

Bidder will not be evaluated further.

3.1 Pre-Qualification Criteria

3.1.1 The evaluation committee appointed by the Purchaser (“Evaluation Committee”) will carry

out the evaluation of Proposals of only those Bidder(s), who shall meet all the defined

Qualification Criteria.

3.1.2 If required, the TIA or Purchaser may seek specific clarifications from any or all Bidder (s) at

this stage. If the Bidder does not provide clarification(s) sought by TIA within the prescribed

time, their Proposal shall be liable to be rejected.

3.1.3 In case the Proposal is not rejected, TIA may proceed to evaluate the Proposal by construing

the particulars requiring clarification(s) to the best of its understanding, and the Bidder shall

be barred from subsequently questioning such interpretation of TIA.

3.1.4 A proposal will be considered unsuitable and will be rejected at this stage if it does not

respond to important aspects of RFP document and the SOW.

3.1.5 The minimum qualification criteria for a Bidder to qualify for opening of Financial Proposals

are listed below:

S. No. Basic

Requirement

Specific Requirements Documents Required

1 Legal Entity The Bidder(s) interested in participating in the Selection process must be a duly registered legal entity in India, under any one of the following categories:

- a Partnership firm registered under Indian Partnership Act 1932

- a Limited Liability Partnership (“LLP”) registered under the LLP Act, 2008

- an Indian Company (“Company”) registered under the Companies Act, 1956/ 2013

- a Society registered under the Societies Act, 1860; or under any State Societies Registration Act

- a Trust formed under the Applicable Laws of India.

A Consortium comprising of a maximum of 3 (three) entities as

Registration documents of the Agency

as a company/firm or any legal entity

along with:

1. Details of Incorporation of the entity

2. Details of Board of Directors/

Managing Director/ CEO

3. PAN Card of the organization

4. GST certificate of the organization.

5. Any other supporting document, as

required.

(In case of single Bidder, it should be

met by sole Bidder itself whereas in

case of Consortium, this would be

applicable for each of the Consortium

Members)

Lead bidder should have minimum 40%

share in the Consortium.


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S. No. Basic

Requirement


mentioned above is allowed to participate in the Selection Process

The Consortium members should

submit Memorandum of Consortium

Agreement declaring their share

pattern.

First Party:

Second Party:

Third Party:

2 Experience in

Emergency

Response

Services

The Bidder(s) should have experience

in providing Emergency Response

Services in at least 3 (three) Financial

Years (i.e., 2019-20, 2020-21, & 2021-

22) having the following minimum

components:

a) End to End Emergency response

Center Solution including

Ambulance management

b) Emergency Response Center

Physicians

c) Health Helpline Services

1. Contract/ Agreement/ Work

Orders/ Letter of Invitation from

Client that clearly states the details

of the scope of work, date of

commencement and all other

essential details of the contract.

An undertaking on the letterhead of the

Bidder/ Consortium member stating

that the Bidder has been in operation

for at least 3 (three) Financial Years (i.e.,

2019-20, 2020-21, & 2021-22 as per

Annexure-13)


met by sole Bidder itself whereas in



Members. Lead member / One member

of Consortium should mandatorily have

provided Ambulance Fleet

management services)

3 Experience of

Operation of

Vehicle Fleet

with a

Centralized Call

Center

The Bidder (s) should have an

experience of establishment,

operations, management and

maintenance of vehicles registered

under Ambulance category for a

minimum fleet of 200 (two hundred)

GPS enabled/ camera equipped

ambulances supported by a

centralized Medical Call center of

atleast 40-seats in the last 3 (three)

Contract/ Agreement/ Work Orders/

Letter of Invitation from Client that

clearly states the details of the scope of

work, date of commencement and all

other essential details of the contract.

The Bidder (s) shall also provide a

certificate of Satisfactory Performance

(As per Annexure-14 – Client

Certificate) from their client for any

ongoing Project.


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S. No. Basic

Requirement


Financial Years (i.e., 2019-20, 2020-

21, & 2021-22)


met by the sole Bidder itself. Whereas

in case of Consortium, the Lead Bidder

or the Lead Bidder along with the

Consortium Members may jointly fulfil

the relevant criterion)

4 Average Annual

Turnover

The Bidder(s) should have an average

annual financial turnover of INR

125.00 Crores (INR One Hundred and

Twenty-Five Crores) in last 3 (three)

Financial Years (i.e., 2018-19, 2019-

20 & 2020-21 & 2021-22)

Certificate issued by a statutory auditor

(As per Annexure-2) along with Audited

Financial Statements confirming the

average annual turnover of the Bidder

during the stated financial years must

be submitted.

Bidder can submit unaudited financial

statements certified by a statutory

auditor for Financial Year 2021-22 in

case Audited Financial Statements are

unavailable.

In case of single Bidder, it should be met

by the sole bidder itself. Whereas in

case of Consortium, the Lead Bidder or

the Lead Bidder along with the

Consortium Members may jointly fulfil

the relevant criterion

5 Net Worth The Bidder(s) (Sole/ Consortium

members) should have a Positive Net

Worth in at least 3 (three) Financial

Years (i.e., 2018-19, 2019-20, 2020-

21 & 2021-22)

Certificate issued by a statutory auditor

(As per Annexure-2) along with Audited

Financial Statements confirming the

average annual turnover of the Bidder

during the stated financial years must

be submitted.

Bidder can submit unaudited financial

statements certified by a statutory

auditor for Financial Year 2021-22 in

case Audited Financial Statements are

unavailable.


met by sole bidder itself. Whereas in



member)


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S. No. Basic

Requirement


6 Blacklisting The Bidder(s) shall not have been

debarred / blacklisted including any

by Central Govt. /State Govt. / Public

Sector Undertaking / any other Local

Body or body established under or in

the control of the Central or state

Government

The Bidder(s)/ Promoters shall not be

criminally convicted or shall not have

any such pending suits/ enquiry/

investigation against the Bidder or in

any court of law, legal authority,

paralegal authority pertaining to the

services mentioned hereunder i.e.,

Emergency Services which may

hamper the execution of works under

this RFP.

Undertaking to be submitted on a non-

judicial stamp paper as per Annexure-5

In case of single Bidder, it should be met

by sole Bidder itself whereas in case of

Consortium, this would be applicable

for each of the Consortium member

3.2 Technical Qualification & Evaluation Criteria

3.2.1 Technical evaluation of bids (second stage) will be done as per the criteria mentioned in

below. The evaluation committee shall assign proportionate marks as per the evaluation

criteria for the proposals received for evaluation.

3.2.2 The bidder should score at least 70 marks to be qualified technically. Based on this technical

evaluation, a list of short-listed applicants shall be prepared.

3.2.3 The bidders who are technically qualified will be eligible for financial evaluation.


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S. No Eligibility Documents Required

1 The Bidder(s) should have experience in providing Emergency

Response Services in at least 3 (three) Financial Years (i.e.,

2019-20, 2020-21 & 2021-22) having the following minimum

components

a) End to End Emergency response Center Solution including

Ambulance management

b) Solution for Health Helpline Services

Description Marks

Two Projects or more 10

One Project 5

Work order / Contract / Client certificate clearly highlighting Scope of work, value of the contract / order etc. specifying the required details.

In case of a large contract, the component / part of work awarded to the bidder complying with the Scope of work of this document should be clearly highlighted

2 The Bidder (s) should have an experience of establishment, operations, management and maintenance of vehicles registered under Ambulance category for a minimum fleet of 200 (two hundred) GPS enabled/ camera equipped ambulances supported by a centralized Medical Call center of atleast 40-seats in the last 3 (three) Financial Years (i.e., 2019-20, 2020-21, & 2021-22)

Description Marks

Two Projects or more 10

One Project 5

Documentary evidence from bidder

(Copy of Client certificate or

Work order or Contract) highlighting the relevant pages


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3 The bidder should have successfully implemented stack of solution(s)* for performing Emergency response services in India. The proposed Core solution should have been implemented in ERC integrated with GIS solution, AVLS, MDT and functionalities as below

Core functionality 1 Call Management 2 Dispatch management 3 Live Tracker using AVLT solution 4 Dial and Call Logger 5 Integration with MDT in the vehicles 6 Analytics and dashboards 7 SLA Monitoring of Vehicles Providers / Service provider at

field

Additional functionality The proposed additional functionality should have been implemented either in ERC or part of any other project

8 Fleet Management (preventive, major and minor repairs) 9 Inventory Management 10 Backup Operations center 11 HR Management 12 Feedback from citizens 13 Portal for 108 and 104 services 14 Citizen mobile app for emergency and information

services 15 Ticketing tool for providing internal Helpdesk support and

resolution 16 Inspection tool for Officials

The project should also cover end-to-end setup including Hardware, Networking, Software IT applications etc.

Description Marks

Core functionality 40

Additional functionality 10

Total maximum marks – 50

* The bidder (consortium partners either individually or jointly) should have delivered the solutions with their OEMs authorization for their respective products or services.

Letter from the authorized signatory of the bidder along with the copy of relevant pages Documentary evidence from bidder (Copy of Client certificate or Purchase order or Contract) indicating the functionalities of the solution implemented


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4 Technical proposal and presentation covering

Description Marks

Technology architecture 12

Detailed Project Plan 3

Manpower plan (recruitment, training, deployment,

replacement etc.) 6

108 ERC / 104 health advice operations 5

IT Maintenance and troubleshooting ERC and Field

level 2

Integration with field technology, Ambulance

providers and service providers 2

Total maximum marks – 30

Technical presentation

3.3 Exclusion of Proposal/ Disqualification

3.3.1 TIA may exclude or disqualify a Proposal if:

(a) The information submitted, concerning the qualifications of the Bidder, was false or

constituted a misrepresentation.

(b) The information submitted, concerning the qualifications of the Bidder, was materially

in- accurate or incomplete.

(c) The Bidder is not qualified as per Qualification Criteria mentioned in the RFP document,

even after clarifications/ additional documents being sought by the evaluation

committee.

(d) The Proposal materially departs from the requirements specified in the RFP or it contains

false information.

(e) The Bidder submitting the Proposal, his agent or anyone acting on his behalf, gave or

agreed to give to any officer or employee of the TIA or Purchaser or other governmental

authority a gratification in any form or any other thing of value so as to unduly influence


(f) The Bidder in the opinion of the TIA or Purchaser, has a Conflict of Interest materially

affecting fair competition.

(g) A Proposal shall be excluded/ disqualified as soon as the cause for its

exclusion/disqualification is discovered.


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3.3 Final Selection

3.4.1 Only the Bidders who meet all of the minimum Technical Qualification Criteria (70 marks)

would be considered for financial evaluation. Bidders who fail to fulfill any of the requisite

Qualification criteria would not be considered for the financial evaluation.

3.4.2 The final selection of the Agency would be based on Least Cost Selection. The Selected Bidder

shall be the Bidder having the lowest quoted rates (“L-1 Bidder”).

3.4.3 For quoting of rates, the Bidders are required to fill MS-Excel form available on e-procurement

portal. The L-1 cost will be considered based on quote provided in the consolidated financial

format sheet and not on the basis of break-up sheets filled-in.

3.4.4 In case of 2 (two) or more Bidders quoting the same value, the Bidder having the higher annual

average turnover as per the eligibility criterion would be the first in sequence.

3.4.5 In case of any unforeseen circumstances, if the L-1 Bidder doesn’t wish to engage with the

Purchaser, then the L-2 Bidder would be offered to take up the Contract. However, the L-2

Bidder would be offered to take up the Contract at L1 rates itself. If the L-2 Bidder is willing to

accept the Contract at L-1 rates, then the L-2 Bidder would be selected for providing the

services within the scope of this RFP. In case the L-2 Bidder also doesn’t agree to take up the

Contract, the process would be repeated with L-3, L-4 and so on bidders.

3.4 Grant/Issue of Work Order

3.5.1 After finalization of bids by the Tender Committee, a work order (“Work Order”) will be issued

to the L1 bidder whose bid is accepted in complete by the Committee. The Selected Bidder (s)

shall, within 7 (Seven) working days of the receipt of the Work Order, sign and return the

duplicate copy of the Work Order in acknowledgement thereof. Thereafter, the Selected

Bidder will enter into a Contract with Purchaser and shall work in accordance with the Scope

of work mentioned in the RFP.

3.5.2 The issue of the Work Order accepting the Selected Bidder’s Proposal by Purchaser and the

acceptance of the Work Order by the Selected Bidder shall create binding obligations upon

the Selected Bidder to fulfil the conditions as specified in this RFP and the Work Order,

including the execution of the Agreement within the prescribed time, all to the satisfaction of

the Purchaser.

3.5.3 In the event the duplicate copy of the Work Order duly signed by the Selected Bidder (s) is not

received by the stipulated date, the Purchaser may, unless it consents to extension of time for

submission thereof, appropriate the EMD of such Selected Bidder(s) as mutually agreed

genuine pre-estimated loss and damage suffered by the Purchaser on account of failure of the

Selected Bidder(s) to acknowledge the Work Order.

3.5.4 Additionally, non-acceptance of the Work order by the Selected Bidder within the time

prescribed therein shall lead to forfeiture/invocation of the EMD of such Selected Bidder and

thereafter, the Purchaser shall be free to award the Project to the next Bidder in sequence, or

to proceed in the manner as considered in the best interest of Purchaser, at sole discretion of

Purchaser.


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SECTION 4. SCOPE OF WORK

4.1 Emergency Response Service Processes

I. 108 Emergency Response Center

When an emergency call is received at the call center, the dial up software integrated with Computer

Aided Dispatch (“CAD”) which captures the details of the caller and nature of emergency in the CAD

software. Then the GPS enabled software is used to track the nearest available ambulance for the

accident site. The ERO generates Unique ID of every case and dispatches nearest available ALS/BLS

ambulance to the site using above software. ERO is expected to respond to the calls emergency and

dispatch the ambulance within 180 Seconds.

Workflow Process of 108 Call Center

ERC is expected to actively engage in receiving feedback from the patients / beneficiaries for the

service provided on the emergency incident. The feedback shall be solicited from the patients /

beneficiaries post 48 hours of the incident. Feedback should capture overall experience including

reasons for the positive / negative feedback. The questions shall cover about EMT attending the

incident, cleanliness of ambulance, equipment in ambulance etc.


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II. The 108 Emergency Medical Ambulance Services

The 108 EMAS is operational in all 33 districts of Telangana with 426 ambulances (30 ALS and 396 BLS

ambulances) deployed strategically across the state. The Advanced Life Support (“ALS”) and Basic Life

Support (“BLS”) ambulances are equipped with Oxygen Cylinder, necessary medical equipment and

consumables to handle medical emergencies.

All Ambulances shall be fitted with AVLT / GPS (AIS 140 standard) tracking device and MDT to receive

necessary instructions and monitoring from ERC. There shall be one MDT (IP65 complaint military

grade) in each ambulance. The ambulances will update ERC with their real time location information

on a constant basis, which in turn will be displayed at the workstations of the ERO.

While ambulance is on the way to nearest hospital, EMT updates status of the patient. The Emergency

Response Center Physician (ERCP) at ERC should have real-time visibility into patient vitals and initial

assessment data based on information provided by EMT through MDT in ambulance. The ERCP will

coordinate with EMT and Hospital and can provide instructions as required.

EMT will update the details on each incident on the MDT installed at the ambulance and close the

incident once the ambulance reaches the hospital and hands over the patient. EMT may connect with

ERC in case of any further assistance required on an incident. The Supervisors at ERC will check the

closure report from the EMT and close the case.


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Workflow Process of 108 EMAS

Emergency Medical Ambulance Service provides facility of emergency transportation and pre-

hospitalization care during transit in case of medical emergency

MDT

CAD


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III. The 102 Amma Vodi Services

The 102 Amma Vodi Services vehicle specifically caters to and provides services to pregnant women

and newborn/ infant child, in which they are transported to nearest government health facility for

deliveries/ treatment from their doorstep. The respective ANMs / Asha workers identify and prepare

the schedule of visits to the patients and sent to the ERC. The ERO calls to the Patients to confirm the

location of the patients and the schedule for the respective vehicles is prepared. The 102 Amma Vodi

vehicles picks the patients from their doorstep and transported to nearest government health facility

for consultations/ deliveries/ treatment. After consultation / discharge from hospital the mother and

infant and child are also dropped back to their respective homes. This service covers 33 districts of

Telangana on a 24*7 basis. At present 300 Amma Vodi vehicles are operational across the state.

Workflow Process of 102 AVS

The 102 Amma Vodi service provides emergency transportation facility to expectant mothers, sick

infants.

As per the current contract engagement, the Service Provider is responsible for the Capex costs and

was permitted to purchase / hire vehicles from third-party vendors. The Purchaser only reimburses

the Opex costs to the service provider on the basis of fixed rate per month per vehicle.

Note: The current contract with the existing Service Provider (GVK EMRI) is engaged to manage the

102 Amma Vodi Services Vehicles till Jan 2023. The Selected Bidder through this RFP needs to take

over the 102 Amma Vodi services from Jan 2023 onwards.


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IV. The 104- Health Helpline

This service is to provide timely and appropriate health related information and advice to the public

through toll free number 104. This service is operated currently from Aarogyasri Healthcare Trust with

a 50 (fifty) seats facility. The health helpline is functional from 08:00 AM to 08:00 PM every day in 2

(two) shifts. Doctors/ Medical officer (MBBS or MD having 1 (one) year clinical experience) in

Obstetrics & Gynaecology, Pediatric and other specializations provide information, advice and

counseling to the needy people in the following areas of services in Hindi and English language, but

not limited to:

i. Basic information on Maternal health, Newborn Child plus Adolescent Health & related

schemes implemented in Telangana.

ii. Share information for accessing medical facilities, specialty services in their area like hospitals,

pharmacies, independent practitioners, diagnostic services etc.

iii. Medical Counseling services - This may include counselling services to adolescents, cancer

patients or patients with suicidal tendencies etc.

iv. Medical Advice through validated medical triage solutions. Such advice could include drugs

prescription, recommendation to visit health facilities / specialists for further advice

v. Respond to health-related concerns and queries and guidance in events of epidemics.

vi. Complaint Registration about person/ institution relating to deficiency of clinical/ hospital

services negligence etc. in government healthcare institutions.

vii. Any other activities as assigned from time to time by the Purchaser.

The operation of the 104 Health Helpline is expected to increase the access to health information for

all strata of the society. The health administration would be better equipped to handle any health

crisis by effectively managing the information dissemination process and directing people to the

appropriate healthcare facility for diagnostic & therapeutic purposes etc. The intent is to optimize the

resources in the Healthcare system – funds, personnel, facilities, etc. through trained and qualified

manpower.


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Workflow Process of 104 Health Helpline


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Existing Services and Coverage: The coverage of the existing services is as below:

S. No. Existing Services

Indicative No. of Vehicles in Operation /

Indicative No. of Seats to operated

Districts/ Blocks Covered

1. 108 EMAS 476 ambulances In all 33 Districts with 30 ALS, 396 BLS and 50 Bike ambulances

2. 102 Amma Vodi Service vehicles

300 vehicles In all 33 Districts

3. 108 / 102 Integrated ERC

60 Seats All of Telangana

4. 104 Health Helpline 50 Seats All of Telangana

The Purchaser intends to Centralize the 108 EMAS along with 102 AVS vehicles and 104 Health

Helpline services and operate the same through a single centralized ERC. The location of ERC shall be

allocated and finalized by MD, NHM-TS.


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4.2 Detailed Scope of Work

The purpose of this RFP is to invite proposals to select an agency to undertake the operation and

management of the 108 EMAS, 102 Amma Vodi and 104 Health Helpline (collectively called “CERTS”

hereafter) in a co-located, centralized and integrated manner. The Selected Agency shall be broadly

required to fulfill the following major responsibilities under this RFP.


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Part – A: 108-Emergency Response Center (ERC)

1. Centralized ERC The 108- Emergency Response Centre (“ERC”), is the centralized call-center, which receives the call

from public requesting ambulance/ health advisory services. The respective Emergency Response

Operators (“EROs”) i.e., for 108, 102 and 104 shall receive calls, screen all the calls and accordingly

either dispatch the 108 ambulance/ 102 vehicle as per approved dispatch protocol or provide health

advisory.

1.1 Handover of assets and Set up Phase

(a) The Purchaser shall handover existing hardware and software (right to use only), equipment

and other infrastructure to the Selected Agency on “as-is-where-is” basis. The Selected Agency

shall need to identify the new premises for setting up the ERC in consultation with the

Purchaser. The Selected Agency needs to setup, furnish and commission the ERC that will suit

the co-location and centralized operations of CERTS (108, 102 and 104) on a 24*7*365 basis (or

as applicable) across the state. The Selected Agency is also required to consider future capacity

enhancements and other factors while setting up the ERC premises.

(b) The Selected Agency is expected to enhance the implementation and performance of all the

services through the introduction of customized models for the State, maintain, support and

upgrade the existing facility and deploy new systems to strengthen the emergency medical and

referral management systems for call center, call dispatch, fleet management, performance

tracking etc. through state-of the-art solutions.

(c) The Selected Agency shall enhance the current capacity of ERC to 60 (sixty) seats to operate

108/ 102 services and operate on 24*7*365 basis through the dedicated toll free three-digit

numbers, to respond to distress calls, monitor ambulance/vehicles movement and provide an

ambulance/vehicle within defined response time. For proper management of the system, the

Selected Agency shall equip the 108-ERC with Licensed Enterprise Geographical Information

System (“GIS”) platform with security for Automatic Vehicle Location Tracking, Location Based

System (“LBS”) and other necessary hardware and software for computer telephony integration

(“CTI”), Computer Aided Dispatch (“CAD”) of ambulances and ability to log calls with GPS

integrated vehicle monitoring system for the existing services. The Selected Agency shall submit

their plan for integration/upgradation of the 108-ERC to the Purchaser including any additional

capacity/ infrastructure that may be required at ERC within 15 Days of the date of signing of

agreement.

(d) The following are responsibilities of Selected Agency in establishing and managing ERC.

S. No Area Responsibilities the bidder

1. Project Plan Project Plan with key milestones timelines

2.

Adequate Sizing of Manpower, Hardware and Infrastructure

Ensure that all Manpower (including required availability in each shift), Hardware, infrastructure etc., are adequately sized as per the required scale of operations in Telangana. The Project Plan shall capture all such details for the approval of


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Purchaser

3. Functional and Technical Documentation

Deliver all required documentation like FRS, SRS, Design documents, test cases etc. for the stack of applications to be deployed for CERTS

4. Call center License for ERC

Obtain the license for ERC (for Call Centre operations) for co-located, centralized and integrated Emergency response services (108, 102 & 104) in Telangana, as per the norms

5. PRI Lines for ERC

Providing adequate PRI lines at the ERC sites. The PRI lines shall be provided from two different service providers to maintain redundancy required at ERC. The PRI lines shall be separate for 108 and 104 services

6. Development and Maintenance of Applications

Ensure supply, development, deployment and maintenance of the stack of applications required at the ERC as per approved project plan.

Note: All Server infrastructure required to host the applications / solutions shall be deployed at TSDC

7. Citizen App Enable access of all Emergency & Health Services i.e., 108 EMAS, 102 AVS and 104 Health Helpline for the citizens of Telangana

8. Hardware at ERC

Supply, installation, configuration, testing, commissioning and maintenance of the infrastructure (hardware and software) such as IP phones, Desktops, Laptops, Videowall, Projectors, Printers, Storage etc. at ERC.

The selected bidder is also responsible for end-to-end monitoring and maintenance of the hardware and other infrastructure provided by client.

Note:

1. Both Telephony and Contact center should be from the same OEM

2. All the Hardware, Software provided should be accompanied by Manufacturers Authorization

9.

Hardware and connectivity at 108 Ambulances and 102 Amma Vodi vehicles

Supply, installation, configuration, testing, commissioning and maintenance of the infrastructure (hardware and software) such as Mobile Data Terminals (MDT), AVLT or GPS device, Internet Connectivity, Cameras, Storage etc. at 108 Ambulances and 102 Amma Vodi vehicles as per approved Project Plan.

10. Deployment of manpower at ERC

Ensure deployment of required manpower (Emergency Response Officers (ERO), Emergency Response Center Physicians (ERCP), Feedback, Information Officers, Medical Counsellors, Medical Advisors, Quality control etc.) at ERC as per the approved plan

11. Connectivity between DC, DR and ERC

The selected bidder shall provide specified connectivity and maintain ERC, DC and DR in a crisscross manner for failover management and redundancy.


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12.

Backup and replication of applications and database

Ensure configuration, management and maintenance related to backup and replication of the applications at DC and DR.

13. Network and Security Infrastructure

Supply, installation, configuration, testing and commissioning of network infrastructure like firewall (SDWAN), core switch, managed access switches etc. and Security infrastructure at ERC and the firewall (SDWAN) at DC and DR.

14. Coordination with Telangana State Data Center (TSDC)

Work with TSDC personnel in close coordination for setting up and maintenance of DC, DR for ERC site

15. Power Backup Setting up of appropriate power backup such as, UPS and DG set (including the supply of diesel) and any other components at ERC.

16. IVR Application Setting up of IVR application with Server (for 104 services and others as planned by the client), CTI Solution including ACD, Dialler, voice logger, disaster recovery solutions etc.

17. Business intelligence and Analytics

Implement Analytics and Business Intelligence Tools for reporting and dashboards to the client.

18. Training Provide Training to all officials such as EROs, Supervisors, ERCPs, EMTs, Pilots and other staff identified by the client.

19. SLA Adherence Provide end to end ERC services duly adhering to the SLAs

20.

STQC certification and Vulnerability Assessment and Penetration Testing (VAPT) certification

The bidder shall provide STQC certification for the proposed

solution. In case the solution is not STQC certified, then the

bidder shall provide the certification within 3 months from the

date of Go-Live. The cost associated with STQC certification

shall be borne by the bidder. In addition, bidder should get the

cyber security audit certification (VAPT) of the solution on a

yearly basis.

21. Housekeeping and maintenance of ERC

Complete Housekeeping and Maintenance of ERC throughout

the contract period

An indicative Logical and Technical representations are given below.


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Indicative Logical Representation


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Indicative Technical Representation


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(e) The Selected Agency shall do the sizing of the required IT infrastructure and provide all the

required Servers, storage, desktop, VOIP phone, network equipment, headphone with mic,

security devices along with all the associated software including their functional requirements,

and other items required for smooth functioning of Emergency Response Center at (ERC). The

Selected Agency may use the Virtualization technology as a part of the solution offering with the

required back up, in order to meet the KPI requirements as mentioned in the RFP

(f) The Selected Agency shall deliver the solution including supply, design, customization, integration,

installation, commissioning and rollout of all necessary Hardware such as Servers, IP-PABX,

Storage, Switches, Computers, Software products such as CAD required for operationalizations

and functioning of CERTS through ERC. Further, the selected agency shall maintain, upgrade and

manage the entire solution including operations and maintenance of the CERTS for a period of

Five (5) years (inclusive of time taken till Go-Live) in order to meet the KPIs and requirements as

laid down in the RFP. Any associated cost of upgrade, Firmware, corresponding release

management should be provided at no additional cost or change request during the contract

period.

(g) The Selected Agency shall develop a Web based application (app)/ Platform for the use by the

different stakeholders and beneficiaries connected with the Project. The application is envisaged

to enable access for the citizens of Telangana to all the CERTS services - 108 EMAS, 102 AVS and

104 Health Helpline. The other stakeholders such as the 108 – Emergency Response Center, the

Ambulance Pilot/ driver, the Emergency Medical Technician (EMT) and the Hospital/ Health

Facility shall also be enabled through the use of this app in emergency service delivery. The

application shall have to be a fully integrated design in order to minimize human interference in

the entire process of availing and providing emergency service. The foremost aim of the

application has to be to make the required support readily available to citizens in need especially

when the caller is unable to directly place a call for the emergency at hand. Citizens should be able

to place an emergency request through multiple channels such as WhatsApp etc. For the Citizen,

the app should be downloadable online through Play Store/ App Store. For the Ambulance drivers

and EMT the application has to be installed in the Mobile Data Terminal (MDT) affixed in the

ambulances. For the Hospitals the application has to installed within the IT systems available with

the hospital or provide access such that the lifecycle of an emergency case including but not

limited to the patient details, emergency type, treatment provided etc. are available with the

hospitals.

(h) The Selected Agency shall provide API based integration as required with other services/

application/ portals and software’s pertaining to Central government or State Government

authorities, as the case may be without any additional cost to Purchaser.

(i) The Selected Agency shall bear all the other ancillary monthly and recurring costs such as salaries,

benefits to employees as well such as internet charges, electricity and power backup expenses,

water charges, etc.

(j) The Selected Agency shall develop and implement appropriate monitoring mechanisms to ensure

optimal use of the ERC infrastructure, ambulances/vehicles, human resources such as ERCPs,

Doctors, Supervisors, EROs etc. at ERC and EMTs, Pilots, Supervisors on the field. All expenses

related to Project monitoring such as development of software, travel expenditure of staff,

Computers, Printers, cartridges and any other consumables required in shall be borne by the


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Selected Agency.

(k) The Selected Agency shall undertake addition/ improvement required including but not limited to

IT/Non-IT systems, Software, hardware, passive cabling, electrical work, civil work, wooden work,

furniture etc. at its own cost. The Selected Agency is required to set up and run the ERC with

adequate capacity commensurate with workload. The Selected Agency is required to operate the

centralized ERC with capacity of 110 seats (60 seats exclusively for 108 EMAS and 102 AVS service

other than the 50 seats for 104 Health Helpline operations). The seat capacity is indicative. The

Selected Agency shall rationalize and finalize the number of seats for each service with the

Purchaser. Additional number of seats may be added in future in 108 ERC and/or 104 HHL services

based on the need. If there are any cost implications, the same may be mutually agreed upon and

the services would be provided on the same quote as provided in the Financial proposal.

(l) The Selected Agency shall make necessary arrangements for DG/Solar/UPS power backup for all

the equipment and devices at the 108-ERC of appropriate capacity to ensure uninterrupted supply

of power for 24*7 operation every day. Presently DG/solar power backup options are not

available in the existing 108 ERC.

1.2 Manpower

Selected Agency must ensure that there is always adequate staff available at the 108- ERC to

ensure uninterrupted services on a 24*7 basis. There shall be 1 (one) Emergency Response Clinical

Physician (“ERCP”) doctor to assist per batch of 25 (twenty-five) ERO’s per shift per day. The

Emergency Response Operator appointed by the Selected Agency MUST necessarily have good

command over the Hindi Language, written as well as verbal, and with proficiency in computer

skills. ERO with prior experience of working at Call centers would be preferable. For details

regarding post, numbers, qualifications, and responsibilities refer Project Manpower section

below.

1.3 Connectivity:

The Selected Agency shall calculate and provide appropriate internet connectivity with required

bandwidth and PRI line at the ERC to ensure smooth and uninterrupted functioning of the call

center.

1.4 I.T./Technological solutions The Selected Agency shall have to incorporate the following IT/ technological Solutions for the

operation of the CERTS Project: Emergency Response Center Module.

S. No Services Software/Application Details

1 Emergency Response Center

1. Call Taking Software

2. Computer Aided Dispatch Software (CAD)

3. Dispatcher Software

4. Supervisor Software

5. Administrative Tool for Supervisor


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S. No Services Software/Application Details

6. ERCP Software for instructions to EMT

7. Location Based Services

8. Remote Viewer for Monitoring and Report Generation for Supervisor

9. Administrative Tool for Supervisor

2 108 Ambulance

1. Mobile Display Terminal (“MDT”) Software for Ambulance Driver (Pilot) and EMT

— Note: Only 1 (one) MDT shall be installed in all the vehicles EMT Module with MDT to be given in 108 Ambulance (ALS and BLS) only

2. GPS Device with required software for real time location tracking and monitoring

3. Fleet Management System

4. Inventory Management System

3 102 Amma Vodi Services vehicle

1. Mobile Display Terminal (“MDT”) with required Pilot Module

2. GPS Device with required software for real time location tracking and monitoring

3. Fleet Management System


4 For Stakeholders

1. Citizen Application (Mobile & Web)

2. ERC Monitoring Application

3. Human Resource Management Systems (HRMS)

4. Hospital Module

5. KPI Application (for SLA performance monitoring)

6. Report Generation by NHM-TS Designated Official (Special Officer, Resident Auditor)

7. Inspecting Officers Module

1.5 108 ERC Application - Functional/Technical Requirements

S. No Requirements

General Requirements

1 The citizen can call the Emergency Response Center through 108 helpline or by using the mobile based application. The request raised by a user/ citizen of the app shall reach the command-and-control center first. The request shall be accompanied with all the basic details of the caller with the incident location through GPS using maps. The Selected


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Agency shall be allowed to use any service provider’s map (Licensed version only), which must be updated at regular intervals and the deployed GIS map shall maintain the accuracy within the range of 25 (twenty five) meters, in order to meet the KPIs and requirements as laid down in the RFP. The Selected Agency shall provide the license software inclusive of GIS. However, the Geo-coordinates/ location (base location) of all the government hospitals is available and shall be handed over to the Selected Agency at the time of signing of agreement, in order to be incorporated in the solution offering by the Selected Agency.

2 ERC Module shall be operational from the 108 -Emergency Response Center, where all the user requests should reach first and be registered.

3 All the details provided in the citizen module while placing the request should get captured in the ERC module. The Selected Agency has to ensure that the average call handling shall not be more than 180 second per month.

4 Details like Callers name, Mobile No and exact current location of caller should be available for viewing at the ERC. The other basic details like Age, Blood group, type of emergency etc. can be collected by ERO to input in the application

5 Nearest available ambulance to the identified location of the caller or scene of emergency should get automatically assigned. This functionality shall be part of the 108 ERC system/ software and not the citizen app

6 This module should be fully integrated with all the other modules, so that ERC module is able to track current location of caller and ambulance on real time basis.

7 If required, using unique case ID, the request should be escalated to ensure timely and quick fulfillment of emergency request.

8 In case of specific emergency requirements, Medical experts (ERCP) at ERC would be able to call/video call to EMT to guide and address emergency.

Call Taking Software Specifications

S. No. Specification Description

1 Caller Information (ANI) and Location (ALI)

The software should be able to display the caller mobile/landline location and it should be zoomed in map, based on location information like Latitude / Longitude.

It should be possible for the Call Taker to create / search a general location of the caller on the Map where no location information is generated by the system.

It should be possible that the caller may not be calling from the point where the response is required. The software should support a complete manual address input Call Taking capability

The software should have a provision to display the real time location of the mobile caller. The accuracy of mobile caller's location should be as per the information provided by Selected Agency.

The software should have the functionality to get notification about the caller if the caller sends message from the mobile application


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2 Duplicate Calls An incident may attract more than one call, but each call is important. The system should suggest the possibility of a duplicate call based on the location, time, classification etc. Duplicate calls should be cross referenced for easily retrievable through Grouping.

It should be possible to merge depending upon the situation. To achieve this, the system should have the capability for cross referencing of event. Whenever a call is merged, the system should not generate a new dispatch.

The software should alert the Call Taker, Dispatcher, and Supervisor about the possibility of a single incident ‐ Duplicate call situation

3 Multiple calls and incidents

The system should be able to handle multiple calls and multiple incidents.

4 Caller History In some cases, previous history of the caller can be important. The system should remind the Call Taker of the caller's history.

It should be possible to create a reject list where crank / prank callers could be added after warning them through SMS.

5 Integrated Soft Phone Type of call - The software should have the capability to capture the type of call (108 ERC, 102 Amma Vodi, 104 Health Helpline etc.). The Tele-caller should select appropriate option based on the type of call received Selected Agency has to implement the IVRS in the CTI solution. However, this shall be limited to 104 Health Helpline only. Dispatcher and Supervisor should receive the alert / notification for the same. Dispatcher should be able to initiate action for quick response and assign the vehicles based on the type of call received. To facilitate quick response to emergency calls, there should be special and dedicated hot call button in the Call Taker software

6 Standard Operating Procedures (SOP's)

The software should have capabilities to set the Standard Operating Procedures (SOP) for Call Taker. The same needs to be invoked during event creation by the Call Taker.

7 Call Categorization The software should have capabilities to categorize the call based on 108 emergency services, 102 Amma Vodi and 104 Health Helpline. Call Taker should fill information based on the type of call received. Dispatcher and Supervisor should receive the alert / notification for the same. Dispatcher should be able to initiate action for quick response and assign the vehicles based on the type of call received. To facilitate quick response to emergency calls, there should be special and dedicated hot call button in the Call Taker software. Based on the information received from the caller, the highest priority calls shall be red flagged and the ERO shall push the hot call button to assign the ambulance on an immediate basis as


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required. The citizen mobile application shall also have the functionality to analyze the information shared over the call and red flag the same as a hot call for the specific case. The criteria for identification of the highest priority (hot calls) shall be shared with the Selected Agency at the time of finalizing of the SOP. Moreover, real time monitoring of the hot calls (red flagged) events shall be done separately through a dedicated desk of the Selected Agency.

8 IP PBX System and Gateway)

The call center should have IP PBX system and gateway for the smooth functioning of call center

9 Automatic Call Distributor

The ACD system shall be able to handle call & IP Phone capacity defined. System should support skill base routing, multiple group support, priority handling and Queue status indicator. It is desirable that calls to certain trunk groups or to certain dialled numbers be assigned a higher priority than other calls and that calls which overflow from another split be queued ahead of other calls. The software should have the requisite functionalities to

10 IVRS The system should have IVRS functionality as a part of the solution. System should be able to provide an accurate prediction of expected wait time and queue position to the IVR for queue announcements. These announcements should be provided periodically while the caller is in queue without losing queue position. Currently, IVRS function is not available in the existing software solution. However, if required the Selected Agency has to implement the IVRS function in the CTI solution, in order to meet the KPIs and requirements as laid down in the RFP

11 CTI Computerized Telephony Integration (CTI): CTI is required which should integrate the systems. CTI should support a unique call identification tag that will

identify the call to all CTI applications and enable to completely

track the life of the call & generate comprehensive reports even

if it is transferred to other locations.

12 Event Status Display and Search

The Call Taker GUI screen interface must be provided with 'Event Status Window', which shall display status of each incident such as 'Pending', 'Open', 'Dispatched', 'Closed' etc. The software should be able to search the events using various search option search after entering details like Event status, Event ID, Telephone no, Date & Time, Event Type etc.

13 Location of Interest (LOI)

Once a Location of the incident is marked in the map, the Call Taker shall have the facility to see for various 'Location of Interest (LOI)' in the vicinity of an event location like nearest Hospital/Health Facility (Applicable in Dispatcher module also).


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14 Automatic Display of District Headquarter and Hospitals

The software should have the facility in the system to populate within it, the relevant District Headquarter name and Hospital’s name (Based on Event Location through GIS).

15 Display Event Attributes on Map

There shall be tools to display on GIS map all attributes related to an Event by click of mouse.

16 Update existing event information

The software should allow the Dispatcher / Supervisor to update / modify existing event details for any additional or supplementary information related to the same.

17 Telephone data update

If the caller telephone number does not pre‐exist in the database, then after entering for the first time manually, the software should be capable of storing it in the database.

18 Telephone data search

The software should be able to search, add, delete and modify the telephone data i.e., VIP, Blacklisted number and Normal.

19 Request to close event

The Call Taker software should be able to send request to close event.

20 Call back Call Taker should be able to call back the caller with the click of the mouse.

21 Event Acknowledgement

After the event has been logged in by the Call Taker, the CAD shall send an SMS to the caller stating the Event number, Acknowledgement, Brief text of the complaint.

22 Voice Logging System

• Every call shall be logged to monitor the quality of customer

interaction and identify training needs. The selection of

recording shall be either automatic, triggered by certain

events such as repeat calls from a number or short duration

disconnection etc. or activated by the supervisor,

administrator or agent by clicking of an icon on the screen

but NHM may dispense with call logging, if circumstances

so warrant.

▪ A complete audio trial shall be maintained including of

those logs which could not be initiated due to shortage of

resources.

▪ The recorded voice shall be indexed. The voice Logger shall

have the CTI capabilities. It will automatically track the

incoming call and intrude into the call and start the

recording. The recording shall go on till the call is

disconnected. In the event of call transfer the voice logger

shall follow the call and intrude again on the next station

and append into the same file.

▪ The voice files shall be stored in either MP3 or WAV format

23 Playback 1. The system should support a thin-client, Browser based

application, which provides customer interaction data

access i.e., playback to users via role-based & password

defined access for agents, supervisors, quality managers,

operations managers, sales/marketing personnel, and other


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relevant users within the organization. No client application

shall be required for playback. The playback application

must be able to provide playback from any LAN/WAN

attached workstation with audio delivery via LAN/WAN or

telephone.

2. Compound (multiple keys) queries should be supported for

retrieval & playback on the basis of following:

▪ Date and Time

▪ Extension

▪ Agent ID

▪ Docket No.

3. The option must be available to add data fields to the call

record. These fields shall then be available as search criteria

for call retrieval.

4. The user shall be able to playback recorded messages on all

Windows platforms outside of the Recording environment,

as well.

5. The system should support and provide the following

playback features:

▪ Volume control

▪ Jump forward and backward

▪ Direct access to sections of the recording

▪ Call segment tagging and annotation

▪ Segment looping

6. The system should support agent side recording.

7. The application should provide an easy-to-use, graphical

user interface for all activities including recording, retrieval,

quality monitoring, archiving etc.

24 Outbound Call Automation

1. The agent should be able to initiate outbound dialing by

pressing a function key. The agent should be able to preview

the contact information prior to dialing. The call should be

launched automatically as per the predetermined time.

2. Calls should be filtered to eliminate no answer, line busy,

answering machine and other non-productive calls.

3. The System should maintain the history of changes done

either through batch or through GUI along with the

date/time stamp and the user id.

25 Other Features 1. The system shall have functionality of voice recording of calls

2. The recording solution must use the recording interface

provided by ACD/PBX API and should provide voice call

recordings

3. The entire solution offered should be secured from external

threats/attacks.


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4. Security through passwords: The system should be able to

provide a critical security against unauthorized access. All

functions and data files should be protected. The

administrator should be able to control access by assigning

security privileges to agents/users. The security codes

should grant or deny access according to assigned security

levels.

5. Storage: The system should be able to utilize any commercial

storage subsystem and media type (optical disc, DVD, tape)

instead of proprietary archiving solutions.

6. The system should store recordings in a wide range of

compressions, all in standard file formats that can be played

back from any Windows workstation or streamed over the

Internet/Intranet.

Computer Aided Dispatch (CAD Software)


1 Design & Architecture The system design should be able to support a fully functional CAD system for emergency response management comprising call taking, dispatch and supervisory functions.

2 Scalability The system should be modular and scalable for future upgradeability

3 Failover The Dispatcher should be able to dispatch the incidents to the Mobile Data Terminal fitted in the Ambulances through SMS.

4 Reporting The CAD software in Control Room should be capable of generating unified reports about the local Call Taking and District based Dispatch functions.

5 Security The system should be secure and feature an intelligent Log‐in & Log‐out facility. The same user should not be able to login simultaneously at different machines.

6 Interoperability The CAD software should be capable of swapping between Call Takers, Dispatcher; Supervisor based on the User authentication, without the need to have separate licenses in each category.

7 Communication Technologies

The entire system should be capable to work on GSM‐ GPRS communication technologies of commercial operators in the city

8 GIS Interface The CAD software should have a fully integrated GIS module (with advance GIS capabilities) and be able to identify the location of the caller, vehicle location.

9 AVLS Server Software Interface

The Selected Agency is required to maintain the historical data and data generated during the project for the entire Contract Period. As per the information depicted, the Selected Agency has to assess the storage requirements for the entire Contract Period for data storage / object storage purposes. The Selected Agency shall procure, install, commission and maintain the storage at TSDC. Moreover, the Selected Agency shall be mandatorily


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required to share the information/ data, as and when, required by NHM-TS or any other statutory authority. This shall include all videos of any case.

10 Analysis CAD software must support tools for response analysis, event analysis, hot spot analysis, Thematic Maps, It should be possible to select the data on the basis of the jurisdictions, date and time and other data fields. It should be possible to access the software remotely.

11 Message Server Interface

The system should have message server software that shall function as a distribution center, with availability to receive query / messages from AVLS/ CAD client applications & distributing them to other AVLS/ CAD client applications based on a User configurable set of rules. The message server software should support centralized logging of relevant Command Center AVLS/ CAD related message communication. The integrated system should be capable enough to send the alerts and messages across the terminals seamlessly in order to meet the KPIs and requirement as set forth under this RFP. SMS to be sent as per below mentioned events:

▪ 104 Line Busy Message ▪ CMO Message for Mass Casualty Incidents ▪ Caller message after vehicle dispatch ▪ Crew message after vehicle dispatch ▪ 104 caller message for medical advise ▪ Tiny URL SMS to Caller for vehicle tracking and

information ▪ Manual Blast as and when requested by Marketing team

or other department for promotional activity This list is not exhaustive and may be amended by NHM-TS from time to time as per the state’s requirement The Selected Agency shall have to procure the Transactional SMS (SMS gateway) at their own cost and integrate the same with the respective application/ software. NHM-TS shall not bear any additional cost towards the same

12 MDT Interface The security, firmware and version updates in MDT application, across all the deployed MDTs, shall be done centrally from 108 Emergency Response Center only. The Selected Agency shall ensure that the time taken for these activities shall not have an impact on the overall performance of the Project.

13 Video / CCTV Surveillance Interface

Integrate with video feeds available from MDT, CCTV / Dome camera and laptops fitted inside the ambulances. Should be able to see video of cameras installed and mapped on to GIS map.

14 Messaging The CAD software should be able to send message between operator using intranet.


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15 SMS The CAD software should be able to send SMS to vehicles and offices using GSM using the SMS Gateway installed in the Control Room.

Dispatcher Software


1 Dispatching The event, once classified and detailed by the Call Taker, shall be passed by the system to one or more Dispatcher.

2 Dispatch Decision / Response Plan

The software should suggest the type of vehicles for dispatch based on a pre‐defined algorithm and type of call received (108 Emergency Service or 102 AVS). The conditions could include jurisdiction, proximity, specialization, nearest available ambulance tec. The Dispatcher shall choose which Ambulance to dispatch, and it should be possible to do so with a click of a button.

3 Event Information The software should display all the information entered by the Call Taker for an event. It should display the location as identified by the Call Taker, type of call received, ALI, or Address database on the map. The Dispatcher should also have the option of relocating the event.

4 Responding Unit Status The Dispatcher should be able to enter the status of the event as reported by the Ambulance Driver as an option, if the MDT cannot update the status directly. Manual case status updation in the Dispatcher shall be allowed only under special circumstances like network failure or MDT failure. Moreover, the Selected Agency has to ensure that the uptime of MDT is as per the mentioned KPIs under the RFP

5 Simultaneous Call Taking and Dispatching

Upon discovering that a call is of 108 emergency services Call Taker should be able to alert the Dispatcher and the Supervisor. They should begin dispatching as the call proceeds. Therefore, the event form should be displayed on the Dispatch console as it is being populated by the Call Taker and updated.

6 Vehicle Tracking and Status update

The GIS map should display the assigned, un‐ assigned vehicle using appropriate and intuitive graphical symbols. The Dispatcher can command an assigned vehicle to proceed to the event location through defined media or through dispatching the event information. The vehicle shall report departure for arrival at and departure from a location. The software should be capable of displaying the vehicles on the GIS map with colour coding according to their current status and type of ambulance. Vehicle colour should change automatically with their change in status i.e., dispatch, enroute, at scene, available etc. The entire movement of a vehicle from being assigned to an event till arrival upon scene should be time stamped and monitored by the Dispatcher.

7 Chronology The software should have the capabilities to record all event related information changes / updation made after the creation of event by the same or different Operators, like Call Takers, Dispatchers, Supervisors.


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8 Vehicle Playback The software should have the tools to provide the playback of the vehicle history data, displayed on the integrated GIS map with auto scroll.

9 Alarm for new event The software shall provide an alarm or alert for every new event entered in the system.

10 Audio‐visual indication The software should provide with an indicator to indicate that the

event has exceeded the pre‐ determined time in its current status.

11 Event Status There should be facility for event symbolization. To facilitate easy

identification of event status (pending, open, closed), events

should be displayed on map with different colours.

12 Geo‐fencing The proposed software should have geo‐fencing capability.

Software tools should facilitate in allocating areas for all district

borders and state border of Telangana. It should suggest alternate

routes and checkpoints

The Selected Agency shall have to provide the solution for Geo-

fencing/ Keyhole Markup Language (KML) of the district borders

as part of the service offering under this RFP

13 Shortest Path indication

There should be provision for shortest route to guide Vehicles.

Dispatcher can find from the GIS based map the shortest path

from the dispatched vehicle to the event location and convey

the shortest path direction to the dispatched vehicle. The

shortest path feature allows user to identify the shortest path

or route between the source and destination. The Dispatcher

can direct the vehicle and assist them to reach the location using

the shortest path.

`14 Recording of all vehicle movements on map

There should be provision for recording of all vehicle

movements on map ‐ date wise, vehicle wise.

15 Viewing The software should facilitate viewing of events and vehicle

chronology. Status of all vehicles and events on Telangana map

16 Provision of Standard Operating Procedures (SOP's)

The software should have the capabilities to set the Standard

Operating Procedures (SOP's) for Dispatcher. The same needs

to be invoked during creation of event or dispatch the vehicles.

Supervisor Software


1. Event monitoring The software should facilitate supervision of Control Room

operations. The Supervisor should be able to examine each

event and ensure appropriate action is taken. He shall be able

to call up the complainant to solicit feedback and satisfaction

report. the Supervisor workstation should have the provisions

for the functionalities of both Call Taker and Dispatcher.


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Supervisor should be able to issue instruction pertaining to an

event while it is in progress.

2. System Settings The Supervisor software should be able to undertake various

system settings and configuration such as Allotment of

telephone extension number and Map Path Setting

3. Unlock of event The Supervisor software should be able to unlock the assigned

event in process and reassign to another dispatcher to take

further action.

4. Over the Air (OTA) Configuration

The Supervisor software GUI should have the provision to

configure the GPS devices installed in the vehicles by sending

the SMS commands such as vehicle location refresh rate, restart

and any other commands supported by the GPS device.

5. Group action Should be able to configure / create response plan based on

Incident type so as to direct multiple ambulances to a particular

location.

Remote Viewer & Report Generation for Supervisor


1 General Remote Viewer will be a web‐based software monitoring tool to

be used by the senior officers for monitoring of limited CAD

functionalities using LAN/WAN (Intranet) or Internet

2 Monitoring The software should support monitoring of all event. Critical

functionality which related to 108 control room namely ‐ Event

Monitoring, Ambulance Fleet Monitoring, Reports, Charts and

Analysis.

3 GIS Map The software should have integrated GIS map with Zoom In,

Zoom Out, PAN functionalities. GIS map should display the

current scale.

4 Event Monitoring The software should support active event monitoring with detail

information and location & Id on the map.

5 Live Vehicle Tracking The software should support live vehicle tracking of the response

units with details. Like Vehicle Call sign, Time Stamp, Speed and

Current location.

6 Play back history The software should view vehicle history data of the response

units with details. Like Vehicle Call sign, Time Stamp, Speed and

Current location. Using various search option like Date wise,

Latest No. of Records.

7 Geo‐fencing The proposed software should have 'Geo‐fencing' capability.

Software tools should facilitate in allocating areas of Telangana

and also receive the Notification when vehicles cross the Geo‐

fence.


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8 Reports The software should have in built web-based Reporting module

which should be able to generate the reports as per the

requirement of NHM-TS. The reporting module should have an

ability to create various reports using various options like Date

wise, District Wise, Block wise etc. The application should have a

variety of reports which includes but not limited to the following;

1 Call Details

2 Type of call received

3 Average Response Time

4 Blank Calls, Crank Calls, 108 Calls, 102 AVS Calls, 104 Health

helpline Calls

5 Call per hour, ERCP referral report

6 District wise Response time

7 Event Audit Logs

8 Event Details, events Statistics

9 Fleet Summary

10 Geo Fence IN / OUT

11 Block wise Report

12 Vehicle activity, Daily activity summary,

13 Dispatch response, stop

14 Vehicle Status summary

15 Vehicle Maintenance Summary

16 Vehicle Response Time Report, Vehicle Not Availed Cases

Report

17 Vehicle Stoppages

18 Vehicle Daily Activity Summary

19 System Login hours report for each ERO, Supervisor (Team

Leader and clinical psychologist (Doctor)

20 System Downtime Report

21 Unattended/abandoned calls report

22 Other Reports such as Vehicle Trip details, number of trips taken by vehicle day wise, vehicle off road details day wise

23 Separate report for 102 and 108 along with vehicle real time inventory report


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9 Dashboards There shall be dashboards for different supervisory levels to give them graphical picture of the performance of those within their jurisdictions. 1. Call Trend based on the type of call received– day, week and

month 2. Average Response Time for call taking, dispatching and

responding units. 3. By District and Blocks 4. Vehicle Activity – Run Time and Halt Time

10 Vehicle Dashboard The reporting module should have inbuilt dashboard to view the performance and health check of GPS devices fitted in the ambulances.

11 Tools for Analysis There should be software tools for response analysis. It should be possible to select the data on the basis of boundaries, date and time of the day range and other data fields. It should be possible to create Thematic Maps like pin mapping, Incident count mapping and repeat Incident count Mapping. It should be possible to do detailed analysis at least the following ways – Trend Analysis, Neighbourhood Analysis and Change over Time Analysis.

Administrative Tool for Supervisor


1 Configuration & Creation of CAD

Master Data base

The application software should offer administration tool for optimum utilization of resources, master database creation and other analytical purposes. It shall enable the Systems Administrator to define users & configure their access privileges. The software should create / configure various master database like:

1. Users & Roll creation of operators

2. Dispatch Zones / Groups

3. Vehicles

4. Schedule Report

Location Based Service Functional Requirements

1 The Location Intelligence Platform shall be integrated with CAD and Telecommunication. Selected Agency to provide for location of the callers instantaneously. This shall allow for immediate & automated location detection of callers.

2 The bidder shall supply required hardware and associated software at the command control room (ERC) for the functioning of the software. The agency shall manage, maintain and troubleshoot to ensure the uptime of the LBS system and its other equipment as per performance requirements.

3 The Agency shall also Coordinate with Telecom operators and other relevant vendors and operators to maintain the LBS system functional & operational. The bidder needs to provide a user-friendly mechanism or System or portal to monitor and provide the performance and uptime reports of LBS System. Any customization required on this portal during any point of time of the service period should be executed by the bidder only without any additional cost being paid to the agency


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4 The LBS shall assist and aid in the following key scenarios:

a. Reduce time for taking calls, as minimum time will go in taking addresses considering Location Intelligence Platform will provide automated location of the distress caller to CAD

b. Respond to requests faster considering patient location availability

c. Identify hoax callers

d. Provide support even in case of SMS, Missed Calls

e. Provide support to callers who are disabled or differently abled

f. Many times, callers don’t remember or know their location. Having location intelligence platform will allow for providing support to callers who can’t even describe their locations.

g. Accordingly, a separate Location Intelligence solution is required that shall integrate with TSPs, SDR Databases, MNP System, GMLC/SMLC and TSP network to provide for location of 100% callers.

Detailed Specification for LBS are attached as Annexure 21 with this RFP document

Emergency Response Center Physician

Sl. No Specification Description

1. Initial Assessment & stabilization

Should have the relevant call details as captured by the ERO, Dispatcher, other details captured in the MDT, photographs / video etc. for undertaking initial assessment.

2. Call to Ambulance a. Should be able to call and reach out to EMT in ambulance to provide necessary advice.

b. Should be able to view patient condition either through photographs or through live feed from MDT / CC camera

3. Advice to EMT Feature to suggest advice based on patient condition through text, audio modes.

4. Call Conferencing Call conferencing capability should be available. ERCP should remain connected with the ambulance EMTs through call handling process for clinical assistance.

Remote Viewer for Report Generation by NHM Designated Official (Auditor)

The selected agency shall create a web based remote login and shall assign a specific ID and password to the NHM-Designated official (resident Auditor) for remote viewing and generation of below mentioned reports. The selected agency shall also provide “Super Admin” access to all IT systems, Databases for verification by Special Officer/ Resident Auditor of ERC

Sl. No Specification Description

1 Reports The software should have in built web-based Reporting module which should be able to generate the reports as per the requirement of NHM-TS. The reporting module should have an ability to create various reports using various options like Date wise, District Wise, Block wise etc. The application should have a variety of reports (which includes but not limited to) following;

1. Call Details

2. Type of call received


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3. Average Response Time

4. Blank Calls, Crank Calls, 108 Calls, 102 AVS Calls, 104 Information Calls

5. Call per hour

6. District wise Response time

7. Event Audit Logs

8. Event Details, events Statistics

9. Fleet Summary

10. Geo Fence IN / OUT

11. Block wise Report

12. Vehicle activity, Daily activity summary,

13. Dispatch response, stop

14. Vehicle Status summary

15. Vehicle Maintenance Summary

16. Vehicle Response Time

17. Vehicle Stoppages

18. Vehicle Daily Activity Summary

19. System Login hours report for each ERO, Supervisor (Team Leader and clinical psychologist (Doctor)

20.System Downtime Report

21. Unattended/abandoned calls report

22.Other Reports such as Vehicle Trip details, number of trips taken by vehicle day wise, vehicle off road details day wise

23.Separate report for 102 AVS and 108 along with real time vehicle inventory report

Inspecting Officers Module

The Selected Agency shall develop an application to monitor and update the inspection

related data. The application shall be integrated through API with the Fleet management

system and KPI system developed by the Selected Agency. The detailed SOPs for the same

shall be shared with the Selected Agency after the signing of the contract.

1.6 Operational aspects of ERC

(1) Transportation to Public/ Private Health Facility: When a caller first places a call at the 108-

ERC, the ERO shall seek information about the emergency and request the caller to choose

whether they wish to be taken to the nearest Private or Public facility. In this regard, a FAQ

template prepared Selected Agency shall be approved by NHM-TS before use. Depending on

the caller’s response the ambulance shall collect the patient and transport to the health facility

of patient’s choice.


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(2) NHM-TS shall pay the Selected Agency for cases in the following scenarios only when the caller

has chosen to be taken:

(a) To a Government hospital or Government Medical College.

(b) In case of road accidents, whether Patient (s) is taken to Government or Private Health Care

Facility.

(c) All maternal and child health cases taken to Government Medical Colleges/ Government

Hospitals/ Aarogyasri empaneled hospitals.

(d) Any patient(s) who is an Aarogyasri scheme card holder and taken to Aarogyasri empaneled

private hospital. (the details of Aarogyasri empaneled hospitals can be found at

https://aarogyasri.telangana.gov.in/ASRI2.0/)

(3) Based on the previous month dispatches the Selected Agency should have only taken 10% (ten

percent) cases to private facilities in the billing month. This 10% (ten percent) cap shall include

cases covered under Para 2 (b), (c) & (d) hereinabove. Once the Agency has reached the limit,

option to choose facilities shall be automatically blocked.

(4) Irrespective of the category of the caller (exempted or non-exempted), the ambulance shall

only transport the patient to a public or private facility, which falls within the district/ Medical

College and Hospital limits and never beyond the district limits. In case of transportation to

public facility outside district limits, the Selected Agency shall take prior approval from the

NHM-TS.

(5) The Operation Heads and Team Leads shall be stationed at 108 ERC during office hours and

should remain available on phone and email on 24*7 basis.

(6) Doctors (MBBS) will be stationed at the ERC physically round the clock to provide online advice

to the Emergency Medical Technician in the ambulance. The Selected Agency shall maintain

appropriate number of doctors (at least one (1) ERCP doctor over 10 ERO’s) in the call center

to ensure that no call from the EMT goes unattended.

(7) A dashboard-Project Monitoring tool at the 108-ERC shall display real-time live status of all

ambulances/vehicles at any given point of time. It will also provide data analytics. Dashboard

should be web-based application/ software to be accessed through user id, password, for

viewing the services provided. Dashboard developed by Selected Agency shall be approved

and finalized by NHM-TS. Access to Dashboards / Reports to be provided to NHM-TS to monitor

daily, weekly, monthly and annual progress reports of the Project on real time basis. Real time

tracking of ERCP coordination with EMT shall also be available. The Dashboard shall also

include various KPIs and their respective performance. Penalties applicable shall also be

included in the Dashboard.

(8) The Selected Agency shall provide centralized Helpdesk facility at ERC to provide Helpdesk

support for the applications provided under ERC for internal users, ambulances and other field

staff. The centralized helpdesk needs to be set up for the Hardware / equipment and

applications related issues only. Selected Agency has to propose escalation mechanism as part

of solution.

(9) The Selected Agency shall provide all the required login and password details to the storage

https://aarogyasri.telangana.gov.in/ASRI2.0/


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devices/ servers where data regarding the Project operations shall be stored to the designated

NHM-TS staff (Special Officer), or any other personnel designated by NHM-TS in order to

retrieve information as and when required.

(10) The Project monitoring team shall have dedicated personnel to monitor the availability of

drugs, equipment and consumables in the ambulances via an online dashboard and for

coordination with competent authorities. The personnel will also be responsible for

monitoring of fleet deployed for both 108 & 102 Amma Vodi services and update the findings

and coordinate with the concerned team for resolution, if any

(11) The Selected Agency shall bear the responsibility and expenses to develop and implement a

foolproof monitoring and evaluation system to ensure efficiency in capacity utilization. The

web-based monitoring system shall facilitate monitoring from both district and state level. Key

indicators shall assess equity of access, quality of care, volume of utilization and wasteful

consumption.

(12) An online monitoring system, additional terminal(s) and/or log in rights shall be provided by

the Selected Agency at the office of Mission Director, NHM-TS for continuous online

monitoring.


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Part – B: 108-Emergency Medical Ambulance Services

1. Emergency Medical Ambulance Service

The Selected Agency shall provide 108 Emergency Medical Ambulance Services (known as “EMAS”/

“108 Ambulance”) to the people of Telangana by deployment, maintenance and operation of existing

396 Type C Road Ambulances - Basic Life Support ambulances, and 30 Type D Road Ambulance -

Advance Life Support and 50 Bike Ambulances to transfer patients to hospital/ healthcare facility within

the stipulated response time in an emergency. The Selected Agency shall deploy ambulances

strategically across the State. Purchaser shall provide Geo-coordinates/ location, of the base locations,

for all the government hospitals and medical colleges. The Selected Agency will have to ensure 24*7

availability (or as applicable) of all ambulances/vehicles in their designated location as decided by

Purchaser across the State supported by the fully functional centralized call center, situated at

Hyderabad. Currently, all the ambulances combined, provide help and support to cater to ~40,000

dispatches approx. per month.

The Ambulances/vehicles will be deployed by the Selected Agency for the entire Contract Period from

the date of ‘go-live’.

Explanation:

For the purposes of this RFP document, wherever ‘108 ALS ambulances’ is mentioned it shall refer to

‘Type D Road Ambulance’ as per the AIS-125 (I and II), known as the National Ambulance Code, 2013.

For the purposes of this RFP document, wherever ‘108 BLS ambulances’ is mentioned it shall refer to

‘Type C Road Ambulance’ as per the AIS-125 (I and II), known as National Ambulance Code, 2013.

1.1. Handover of assets and Set up Phase

All the existing assets shall be handed over to the Selected Agency in presence of Purchaser’s

representative.

(a) All existing Purchaser owned ambulances shall be handed over to the Selected Agency by the

previous service provider under the supervision of nominated officials by the Purchaser. At the

time of publication of this RFP, approximately, 476 - 108 ambulances (ALS, BLS and Bike

Ambulances together) are operational across the state. The Selected Agency shall take over the

ambulances which are in roadworthy condition1 on “as is where is basis”.

(b) The Selected Agency shall also receive handover of ambulances which are sourced through

schemes such as “Gift a Smile”, funds received from Public representatives (Member of

Parliament, Member of Legislative Assembly etc.), Corporate Social Responsibility (CSR)

initiatives at State and District Level. The details of such ambulances shall be shared with the

Selected Agency.

(c) The Selected Agency shall ensure that during period of onboarding and transition/ till receiving

complete handover from previous service provider, the deployment and operations of the 108

1 Vehicles that are not more than 5 (five) years old and not run more than 2,50,000 kms.


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Ambulance services are maintained without any disruptions as per defined timelines in this RFP

document.

(d) The Selected Agency shall provide a detailed assessment report on the roadworthy condition of

the ambulances within 15 Days of Award of Contract. The Selected Agency shall submit their

plan for fulfilling the gaps identified including, refurbishment, furnishing, fabrication work

required that shall be carried out by the Selected Agency at their own cost only. Neither

Purchaser nor the outgoing Service Provider will bear any expenses for the same.

(e) All Ambulances shall be fitted with AVLT / GPS (AIS 140 standard) tracking device and MDT to

receive necessary instructions from ERC. The ambulances will update ERC with their real time

location information on a constant basis, which in turn will be displayed at the workstations of

the EROs.

(f) MDT and Biometric devices are not available across the existing fleet of ambulances/ vehicles.

The Selected Agency has to provide at least 1 (one) MDT in each of deployed/ hired/ handed

over ambulances/ vehicles for providing services under this RFP. The total number of licenses

required for MDT devices shall be equivalent to the number of ambulances/ vehicles deployed

by the Selected Agency. Similarly, Biometric devices are required to be installed across all the

ambulances/ vehicles for capturing attendance of the staff at Ambulances. A suitable

application for monitoring the attendance of the Staff shall be designed by the Service Provider

and enable daily monitoring from ERC and Purchaser.

(g) Selected Agency shall ensure that the Annual Maintenance support for all the components is

provided till the end of the contract. The Selected Agency shall ensure that there is a

comprehensive onsite warranty or support arrangement for the entire contract period with all

the component manufacturers. Selected Agency limited to its scope of work, shall provision the

required extra or buffer critical spares or components at the designated Client office locations

in each District in order to ensure that the Ambulances and Amma Vodi vehicles adhere to the

monitoring requirements and response times as envisaged through the system. Selected Agency

shall provision the required critical spares or components at the designated Data center Sites or

office locations of the Client for meeting the uptime commitment of the components supplied

by him.

(h) Selected agency will ensure that necessary infrastructure and manpower is provisioned to

ensure delivery of services as per defined service levels. Agency may make arrangements for

spare vehicles or additional staff to ensure services as defined. Please note that agency will be

paid as per financial quote only.

(i) All vehicles/ ambulances (both handed over/ deployed) shall be insured by the Selected Agency

against any unforeseen incidents (such as fire, accidents etc.) at their own cost only. Purchaser

will not bear any expenses towards any of such unforeseen incidents

(j) New Branding: The Selected Agency shall ensure New Branding of all Ambulances before

deployment. All the designs/ logos/ materials/ stickers/ prints to be implemented on the

Vehicles shall be approved by the Purchaser. There shall not be any other logo/ design that shall

be printed on the vehicles without prior approval from Purchaser.

1.2. New Ambulances Deployment


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Apart from receiving handover of the existing ambulances, the Selected Agency shall also deploy

adequate number of additional ambulances for 108. However, the number of such additional

ambulances is required to be finalized by NHM-TS. All ambulances shall have to be equipped as per

the specifications prescribed under the National Ambulance Code (“NAC”) [AIS -125 (I and II)], NHM-

TS requirements for necessary compliance, verification, certification and all other applicable

guidelines and norms. The Selected Agency shall analyze the shortfall as per GOI norms i.e., 1(one)

BLS ambulance on each 1 (one) lakh population and 1 (one) ALS per 5 (five) Lakh population and

roadworthy condition of the existing Ambulances / vehicles for deployment of new Ambulances/

vehicles.

Existing Ambulances breakup

S. No. Vehicle Category Handed Over by NHM-TS

1. 108 ALS ambulances 30

2. 108 BLS ambulances 396

3. 108 Bike Ambulances 50

Total 476

Total 108 Ambulances to be deployed 476

(a) Change in number of ambulances numbers: The number of ambulances to be deployed by the

Selected Agency shall be increased/ decreased as required by the NHM-TS from time to time.

The number of ambulances to be deployed shall be in compliance with the maximum limit as

prescribed under GOI norms from time to time.

(b) Agency provided ambulances: All the ambulances except those that are handed over by the

current service provider/NHM-TS, shall be provided by the Selected Agency. The Selected

Agency shall either undertake the project as an aggregator or directly source, supply and

operate the fleet of vehicles. The Selected Agency may source the ambulances for deployment

in the following ways:

(i) The Selected Agency shall either purchase and equip the ambulances at its own expense or

utilize existing available ambulances and configure them as per the requirements of this

Project.

(ii) The Selected Agency may hire the ambulances from a third-party vendor. However, NHM-

TS shall engage and enter into a contract with the Selected Agency only and not with any of

the third-party vendor(s). The Selected Agency shall be solely responsible for complying to

all the statutory compliances as per all the Applicable Laws and regulations. Where the

Selected Agency hires the ambulances from a third-Party vendor, the Selected Agency shall

be solely responsible for all the contractual obligations between the Selected Agency and

the third-party vendor. NHM-TS shall not owe any responsibility for obligations/ liabilities

towards the third-Party vendor contracted by Selected Agency for any other reasons

whatsoever and will not be liable to make any payments to the contracted third-party

directly or on behalf of the selected agency.

(c) Agency ambulance criteria: The Selected Agency shall be mandatorily required to ensure that

the vehicles provided by the Selected Agency for the Project:


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(i) must not be more than 2 (two) years old as per date of registration as on date of

deployment; and/or

(ii) Have covered less than 1,00,000 kms.

(iii) Also, all the ambulances/vehicles should come with a fitness certification as proof that they

are in working condition and fit to be deployed under the Project.

(iv) vehicles should comply with at least BS-IV emission norms.

Also, Condemnation policy shall be applicable to all the ambulances deployed as part of the

Project to provide services under this RFP; whether the ambulances are owned/ leased/ hired/

handed over to/ by the Selected Agency. The ambulance shall be replaced by the Selected

Agency as soon as it covers 2.5 to 3 Lakh Kms and/ or completes 5 (five) years from the date of

registration, whichever is earlier. However, such replacements should mandatorily be justified

by the reasons of replacement along with fitness certificate and approval from the Purchaser.

The Payment shall be made as per cost applicable for the respective category quoted in the

Financial Proposal of the Selected Agency.

(d) The Selected Agency shall operationalize/manage/maintain the existing Govt. owned

ambulances as well as provide scalability for expansion of number of ambulances/vehicles and

number of services as and when required by the Purchaser for the duration of the contract. In

case of expansion/ addition in the services/ vehicles, the above points 1.2 b & c shall be adhered

to.

The following tables indicate the range of kilometers covered and year of purchase of the

existing fleet of 108 Ambulances. Details of the District wise, Category wise Ambulances are

provided at Annexure 20 of this RFP.

Range of Kilometres covered by ALS/ BLS Ambulances

Kilometres No. of Vehicles

Above 5 Lakh 2

4-5 Lakh 36

3-4 Lakh 80

2-3 Lakh 137

1-2 Lakh 69

Below 1 Lakh 102

TOTAL 426

Age of ALS/ BLS Ambulances (as on 26.02.2022)

Year of Purchase No. of vehicles

2020 103

2017 145

2015 142


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2012 30

2011 4

2009 2

TOTAL 426

Range of Kilometres covered by Bike Ambulances

Kilometres No. of Vehicles

Above 20000 2

10000-20000 32

5000-10000 14

Below 5000 2

TOTAL 50

(e) Ambulance deployment & timeline: The total number of 108 ambulances to be deployed by

the Selected Agency shall be decided by NHM-TS. The Selected Agency shall assess the

roadworthy condition and fitness certification to arrive at a number of ambulances to be

deployed by the Agency. The phase wise numbers and timelines for deployment of the

additional ambulances shall be as per mutual agreement with NHM-TS.

(f) Ambulance specifications: The ambulances shall have to be built and equipped according to the

ALS and BLS specifications given in the Automotive Industry Standard -125 (I and II) (“AIS-125”)

also known as National Ambulance Code, 2013 (“NAC”) attached as Annexure 22 with this RFP

document. Also, the GPS solution provided by the Selected Agency shall be same across all

ambulances. In addition to the above, the following specifications must be adhered to by the

Selected Agency for both ALS and BLS ambulances:

S. No. PARTICULARS SPECIFICATIONS

1. Vehicle engine capacity >100 HP

2. Ground clearance (road clearance from floor) >185 mm

3. Overall width of patient compartment >1,600 mm

4. Overall length of patient compartment >3150 mm

(g) Ambulance logistics: The Selected Agency shall be required to park their ambulances at the

base locations shared by NHM-TS. The Selected Agency shall also be responsible for providing

the security arrangements for all ambulances along with equipment and tools available within

the ambulance. Base location is the location where ambulances are required to be parked by

the Selected Agency like Government Hospitals, Medicals Colleges and Police Stations and any

other site as decided by NHM-TS from time to time. There would be additional locations where

Ambulances have to be deployed because of mandatory protocol requirements such as Hon’ble

Chief Minister Office, Hon’ble Chief Minister residence, Hon’ble Governor Office & residence,

Secretariat etc. which shall be provided by NHM-TS.


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1.3. Connectivity

Sim Cards with required 4G/3G data pack in the same for GPS devices and MDT devices installed

in the ambulances shall be provided by the selected agency only. The cost related to SIM and

the monthly recurring charges for calling and data packs shall be borne by the Selected Agency.

1.4. Manpower:

For details regarding post, numbers, qualifications, and responsibilities refer Table 1 in Clause

4.2.4 above.

1.5. I.T. and Technological Solutions:

The IT infrastructure/ technological systems required in the all the 108 Ambulances (ALS and

BLS) and to be provided by the Selected Agency, would be as follows:

1.5.1. Mobile Display Terminal (“MDT”)

1.5.2. CAD Mobile Software for MDT

1.5.3. Fleet Management Solution (FMS)

1.5.4. Inventory Management System

1.5.5. GPS Device for Real time Tracking and Monitoring

1.5.6. Other Requirements like social media linkages etc.

The requirements to be met by each of the technological solutions and their details/specifications

mentioned above are provided below:

MDT Software Functional Requirements for 108 Ambulance


1. General CAD Mobile application is to provide the Mobile Workforce with full access to the event data empowering them to make informed decisions while in the field. It will enable the mobile workforce to remain in communication with the command center allowing event assignment information to be delivered to the devices as required.

2. Display Dispatch Message

The Mobile Application Software should display all the Dispatch related transactions assigned to the respective units. All the event information as dispatched by the dispatcher must be captured and displayed.

3. Update Dispatch Status

On activating an assigned event by the mobile unit staff, the mobile application software should also display the Event & Vehicle Status – i.e., dispatch, enroute, at scene, back to base and closed.

4. Event Details On activating an assigned event by the mobile unit staff, the mobile application software should also display event information – i.e., Event‐id, Event‐ Type, Caller Phone Number, Caller Name, Caller Address, on browser and Event location on map window. The Map view can be through Maps


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5. Action Taken Report

It should also enable the mobile users to report Action Taken by them. All Action Taken data should be available to Dispatcher and Supervisor through logs.

6. Vehicle Location The mobile application software should have the capability to display real‐time location of the Vehicles on the map.

7. Communication The mobile application software should support GPRS Message / SMS Capabilities between the dispatch consoles and mobile unit.

8. Location based Service

The MDT application should be enabled with Location based services and users should be able to view the assigned events, approximate distance etc.

9. Mobile User Status The Mobile application software should support a clock-based status update to the command center. It should be possible to update the Status like Available, Attending to Events, On Break, etc. should be supported

10. Login/logout Support

The Mobile application software should support login/logout support and provide a secured access through unique username and password.

11 Inventory Management System

The MDT software must have a functionality to enter inventory details for the equipment/consumables provided in the Ambulance for real time tracking of the inventory

Detailed Specifications are mentioned at Annexure 25 of this RFP

GPS Device for Real Time Tracking and Monitoring

All the ambulances shall have to be equipped with GPS device for real time Vehicle Tracking. The Selected Agency shall provide all necessary equipment/infrastructure for GPS integration which should have functionalities such as inbuilt coordinates, Real time tracking, tracking of unscheduled stoppages of vehicle etc. The Selected Agency must ensure that the GPS Solution used by the Agency is same across all services.

The Selected Agency shall provide all necessary equipment/infrastructure for Realtime GPS based tracking and monitoring of the vehicle through GPS installed in the Vehicles which should have the following functionalities.

(i) Define coordinates to detect location of vehicle

(ii) Ability to track the closest vehicle in the closest proximity of upto 20-25 kms

(iii) Vehicle assignment

(iv) Real time tracking of the Vehicle for calculation of average arrival time to collect patient

(v) Reporting unscheduled vehicle stoppages

Detailed Specifications are mentioned at Annexure 24 of this RFP

Fleet Management Solution (FMS) Functional Requirements

The Selected Agency has to provide Fleet Management Solution (FMS) to track all the ambulances deployed (for both 102 and 108) in the project at the 108-ERC to ensure continuous availability so that the patient can reach the hospitals within stipulated time. The FMS shall enable the tracking of ambulances in real time basis with integration of various technologies such as GPS (Global Positioning System), GSM (Global System for Mobile), GPRS (General Packet Radio


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Service) etc. The functionalities such as real time visibility, route optimization, SMS and email alert, web and mobile platform, to assist in daily operations and analytics etc. should be available. Solution should capture total number of ambulances available at any point in time to help ERC to monitor status of ambulances in real time. ERC should be able to track ambulance, setup various vehicle management parameters to alert on preventive management, breakdowns and driver management etc. Further, functionality should allow designated managers of service providers to manually input various data in relation to fleet management of their respective vehicles.


1. Monitoring Support monitoring of all events, critical functionality such as vehicles fleet monitoring, reports, charts & analysis etc.

2. Live vehicle tracking

Support live vehicle tracking of ambulances with details.

3. Play back history a. Should indicate vehicle history with details.

Should be capable of showing vehicle idle time, ignition on / off plus alert etc.

4. Geo-fencing

a. Should have Geo-fencing capability. b. Should facilitate allocating areas for ambulances.

However, geo-fencing feature should not act as a restrictive measure for exceptional situations.

5. Reports a. Should have in built reporting module.

Should have ability to create various reports using various options like date wise, zone wise, event type, sub type etc.

6. Analysis Should have an ability to create various GIS analysis reports. It should be possible to select data based on zones, events, event sub-type, priority & date and time etc.

7. Vehicle dashboard Should have inbuilt dashboard to view performance and health check of ambulances through AVLT

Inventory Management System Functional Requirements

The Selected Agency shall equip all the ambulances (for both 102 and 108) with the calibrated medical equipment, medicines and consumables to attend to emergencies. Therefore, it is important to track and monitor the status of all the equipment in order to prevent theft and asset loss from within the ambulances. The Selected Agency shall provide a system which should be able to provide the status and location of the assets (medical as well as non-medical) within the ambulances, their usage/custody, essential maintenance etc. with these additional features: (i) Keeping the ambulances well stocked for future medical requirements (ii) Should be able to track the equipment when it is shifted or left behind (iii) Real time monitoring to know when the ambulances need restocking (iv) Prevent loss of assets through theft or forgetfulness


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1.6. Social Media linkage:

The Selected Agency shall provide the functionality of a mobile application-based system

enabling Social Media Platforms such as WhatsApp, Signal, Telegram etc. for the purpose of,

requesting for bookings and tracking of booked ambulance, for the citizens. The provision to

indicate and track emergencies shall also be enabled in Twitter, Facebook etc. The Selected

Agency shall demonstrate the functionality to the Purchaser for approval and signoff for

integrating emergency functionalities in these platforms. Ambulance shall be assigned only after

ERO has confirmed the request with the citizen.

1.7. Equipment at Ambulances

The Selected Agency shall check the working condition of medical equipment like multipara

monitors, defibrillators, infusion pump and portable ventilator etc., or any other equipment and

install the requisite equipment, medicines and consumables depending on ambulance type and

for the efficient emergency services as mentioned in this RFP. Any other IT equipment and

consumables required for the operation of the ALS/BLS ambulance during Contract Period are

to be supplied by the Selected Agency.

The medical equipment and consumables that are required at ambulances shall be according to

the technical specification as attached in Annexure 23.

1.8. Operational Aspects of Ambulances

(1) The Selected Agency’s ambulances will have to follow the Standard Operating Procedures (SOP)

issued by the GOI/ MoHFW/ GoT/ NHM-TS from time to time and/or develop specific SOP’s for

the requirements of this Project after discussion and approval from the NHM-TS with regard to

transportation of the patients and operation of ERC. SOP shall be abided by the Selected Agency

uniformly for smooth operations. The SOPs shall be developed with respect to step-by-step

process flows for the services, role and responsibility of each of the resources designated within

the process, exceptional scenario handling etc. NHM-TS reserves the right to take the final

decision in the event there arises any conflict or ambiguity between the provisions of the RFP

document and SOP.

(2) The Selected Agency shall undertake Geo-fencing and strategic positioning of the ambulances

(108 EMAS and 102 AVS vehicles) with route maps, motorable points, and nearest catch points

in case of non-motorable locations. The Selected Agency shall source this documents/

information on their own. The Selected Agency shall have to undertake Geo-Fencing of

Hospitals and base locations at its own expense.

(3) The Selected Agency shall provide details of schedule of implementation with timelines. The

Selected Agency shall follow the timelines as specified in this RFP document. Appropriate

penalties as defined in the RFP, shall be levied on the Selected Agency in case of shortfall in

KPI’s.

(4) The Selected Agency shall ensure that every district headquarter shall have a reserve

ambulance/vehicle to cater to referrals. All referrals out of district headquarters shall be

assigned on priority to the reserved referral ambulance. However, should a referral

ambulance/vehicle be engaged in an active dispatch, other ambulance/vehicle assigned to

district hospital should be assigned for outbound referral


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(5) Referrals to private health facilities shall be allowed as per the request of the caller. Protocol

shall also be developed by Selected Agency for transportation to private facility. The concerned

health facility is also to be informed in advance to keep them prepared for immediate

emergency care within that critical/golden hour.

(6) The Selected Agency shall be responsible to provide the emergency services within the average

response time for urban and rural areas as is required in the performance parameters in this

RFP document.

(7) The fleet supervisory staff at district levels would be monitoring the movement of all the

ambulance/vehicle across the district/state. The Selected Agency shall deploy at least one

person per district (District Manager -Fleet Operations) for supervision and monitoring of the

fleet, refueling of vehicles etc. This staff will ensure the availability of ambulance/vehicle at all

the locations as specified by NHM-TS on 24*7 basis. In case there is any delay in reaching the

specified location as per the defined timelines or an ambulance/vehicle needs to be repaired

the Pilot will inform the supervisory staff about the same. Any change in policies or procedures

would be enforced by the supervisory staff. Also, it is the responsibility of the supervisory staff

that all the KPIs are met as defined in the RFP.

(8) It will be the responsibility of the Selected Agency to ensure that ambulance/vehicle are not

driven by unauthorized person or for unauthorized purpose. If the Ambulance /driver is not

available at any moment, it is the responsibility of the Selected Agency to provide the

replacement of the same within the timelines.

(9) The Selected Agency must ensure that the ambulances/vehicles shall be permitted to move

beyond State boundaries only after requisite permission is sought and thereafter, provided by

NHM-TS.

(10) The Selected Agency shall provide a technology solution that enables real-time reporting of

drugs and consumables available in every ambulance. Stock outs must be flagged and notified

to competent authority and replenishment made in 48 hours from the time of stock out

notification. Status of equipment must also be reported on a daily basis.

(11) The Selected Agency shall be responsible for the complete protection, security and

maintenance of the Ambulances/vehicles and accompanying equipment.

(12) The Selected Agency shall be required to deploy the ambulances/vehicles supplied under this

Project for any other event/requirement/work that may arise during the pendency of the

agreement between NHM-TS and the Selected Agency without any additional charges/costs.

(13) All the Ambulances/vehicles must maintain a logbook (with details such as (No of Trips, Kms

travelled, Patients served) on a formally approved format by NHM-TS. Ambulance maintenance

protocol sheet to be filled periodically. Maintenance sheet will include Ambulance

maintenance parameters like the condition/level of engine oil, brake oil and coolant level,

clutch fluid, condition of air filter, tyre pressure, oxygen level, fuel level, proper working of

siren, lights, charging of rechargeable equipment, availability of drugs, consumables,

equipment check sheet and other hygiene factors.

(14) Selected Agency as per requirement shall reapply the sticker every 18 (eighteen) months or

replace/repair at the earliest in case of any damage at no additional cost.


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(15) Refueling/ repair/ maintenance of ambulances/ vehicles shall be the sole responsibility of the

Selected Agency and any such expenses towards the same would not be borne or paid for by

NHM-TS

(16) Regular upkeep of the ambulances with fabrication & equipment including undertaking repairs

at no extra cost to NHM-TS.

(17) Over and above the standard warranty and standard insurance all costs towards the repair,

maintenance, all risks including war, strike, riots and civil commotion and any other perils etc.

shall be the responsibility of the Selected Agency. To cover these, the Selected Agency may

take additional insurance and warranty support towards vehicle repair/replacement of the

vehicle if required.

(18) The Selected Agency is envisaged to provide timely healthcare and transportation to patients,

act as a point of first contact for Police and Fire Departments and assist the Purchaser in

expanding healthcare capacity systematically. The Selected Agency shall endeavor to provide

smooth operations of all services without legal complications and conflicts with other State

agencies in the process.

(19) Standard warranty shall mean all manufacturing defects associated with vehicle, fabrication

and equipment. Standard insurance shall cover all the costs associated with accident, fire and

theft for vehicle, equipment and fabrication. Ambulance Supplier is responsible for providing

standard warranty and standard insurance. Any other issues which are not covered under these

standard warranty and insurance shall be taken care by the Selected Agency as it is the

responsibility of Selected Agency to maintain the vehicle, fabrication and equipment

throughout the tenure of the project.

(20) The Selected Agency shall be solely responsible to ensure compliance of all RTO rules, labour

laws, taxes, PF and ESIC guidelines and any other laws and lien applicable under law upon the

services being rendered by the Selected Agency. Any deviation and resultant implications shall

solely be the responsibility of the Selected Agency.

1.9. Manpower related aspects

(1) The Selected Agency shall be required to maintain proper records of the personnel deployed

under the CERTS Project such as recruitment management process, background verification

documents, interview results, test results, evaluation sheets, and any other documents

required to be maintained under Applicable Laws. The Selected Agency shall produce and

submit such documents required by NHM-TS at the time of Project inception and from time to

time.

(2) Existing staff working in Emergency Response Services fleet (EMTs, Pilots) shall be taken over

and absorbed by the Service Provider. The Selected Agency shall impart functional, life skills

including values, attitude and service orientation etc., in consultation with the Purchaser. The

Service Provider shall also make the gap analysis to recruit, train, certify and deploy people.

Service Provider shall ensure that a suitable annual performance assessment system is put in

place for all staff of 108 Ambulances for appropriate decisions with respect to salary increase

or promotion. For the purpose of this RFP, the Selected Agency shall account for 5% year of

year increase in Salaries for the Staff (EMT & Pilot) providing emergency services. The Selected

Agency shall have the right to not to recruit/ discontinue services of any staff on whom any


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criminal cases are registered. Approval from Purchaser is mandatory in such cases.

(3) Salary Payments:

(i) Selected Agency shall pay the remuneration/ salary/ wages as per “Minimum Wages Act of

respective categories” to all the deployed personnel in the fleet. The Selected Agency shall

pay the remuneration/ salary to ERC personnel and other Supervisory Staff as per Market

conditions. The Selected Agency must make timely payments to all the deployed personnel

i.e., before 1st day of every month.

(ii) The Selected Agency shall deposit the payment in favour of the deployed personnel

electronically in the Bank account of the personnel. The Selected Agency shall produce copy

of the deposit slips for inspection and verification by the NHM-TS whenever required.

(iii) The Selected Agency shall be held accountable for failing to disburse payment to the Agency

deployed personnel under the Project. The Selected Agency shall not be exempted from

their payment obligation either on ground of delay in release of payment by NHM-TS

towards the Selected Agency or for any other reasons whatsoever.

(iv) The Selected Agency shall be responsible to make appropriate EPF/ESIC/ECR deductions

from the remuneration/salary/wages of the deployed personnel. The Selected Agency shall

be responsible to deposit such deductions with the designated departments within

prescribed timelines. In case of failing to remit employee/employer’s contribution towards

EPF subscription etc. within the stipulated time, the administrative head of NHM-TS is

entitled to recover equal sum of amount from payment due or accrued to the Agency under

this agreement

(v) If complaints are made against the Selected Agency for failure to pay

wages/salary/remuneration or for default in depositing adequate amount or not depositing

statutory deductions such as EPF, ESIC etc. with the designated departments, it shall be the

responsibility of Selected Agency to redress the situation in the first instance. In case, failure

by the Selected Agency to deposit the EPF/ESIC contributions with the designated

department results in disruption of services by the deployed personnel, then appropriate

action shall be taken against the Selected Agency at the discretion of the NHM-TS. Repeated

failure to resolve the complaints shall lead to initiation of disciplinary action against the

Selected Agency.

(4) Training:

(i) Detailed training and orientation programs are to be conducted by the Selected Agency to

impart training and awareness about the efficient use and handling of the ambulances,

vehicles, medical and call center equipment for the Contract Period. The Selected Agency

would share information with NHM-TS about the organization/ conduct of these orientation

programs. Selected Agency is required to provide training to those onboarded prior to

commencement of Project. All the trainings shall be by Selected Agency at its own cost.

(ii) Refresher trainings must be provided by the Selected Agency at a regular interval of every

6 (six) months. In case of scheduled training to the staff, the Selected Agency shall inform

the concerned Authority/ Purchaser.


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(iii) For EMTs and Pilots the pre-deployment and refresher trainings shall be conducted in the

following schedule

(iv) Training needs to be conducted based on a requisite mix of theory & practical operational

sessions. The trainings should be conducted in Telugu/ Hindi/ English as applicable.

(v) The Selected Agency shall finalize the schedule for training in consultation with NHM-TS for

each year.

(vi) A ready reckoner/training guideline to be developed by the Selected Agency for different

level of personnel engaged with the technological solutions.

(vii) ERO’s shall be trained not to indulge in small talk or arguments with persons contacted even

if the person contacted is abusive or offensive. They are to adhere to the script given to

them for contacting and conversing with the caller. If an ERO is found to be acting otherwise,

the Selected Agency has to replace the ERO immediately, without delay.

(viii) The Selected Agency shall ensure restricted minimum use of mobile phones by Call Center

Staff during shift(s), except during emergency cases.

(5) The Selected Agency must ensure that the deployed personnel are well-mannered, of sound

temperament and capable of conducting themselves in a dignified manner in the place of work.

The Selected Agency must ensure that any interaction between the personnel deployed by the

Selected Agency and any other staff member or visitor at the NHM-TS is polite and courteous.

The Selected Agency shall conduct periodic trainings for the deployed personnel to impart

knowledge on basic civic courtesies and etiquette and any other subject matter as decided

between the Selected Agency and NHM-TS

(6) All the Highly Skilled and Skilled Manpower provided by the Selected Agency should be on the

payroll of the Selected Agency at the time of deployment for the Project. Prior to the

deployment, the Selected Agency shall submit the list of the short-listed candidates with

credentials and other requisite documents to NHM-TS and seek approval for deployment of

the personnel.

(7) The Selected Agency shall provide the Bio Data, 1 Passport size photograph, Copy of Aadhaar

Card self-attested by the personnel and Police Verification Report of all the deployed personnel

within 15 (fifteen) days of signing of Contract and as per requirement from time to time.

(8) The Selected Agency shall provide Name Tags, ID Cards, Uniforms (as applicable), Covid-19

protection items (Masks, Sanitizers etc.) to the deployed personnel prior to commencement of

For new recruits (one-time training) For existing staff (refresher

training)

EMT 60 days including Ambulance and

hospital phase 6 days per every 6 months

Pilot 10 days 1 day per every 6 months


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services at NHM-TS

(9) The Selected Agency shall facilitate NHM-TS in expediting the onboarding process by

conducting follow up activities and maintaining close supervision over the interaction and

performance of the personnel.

(10) The Selected Agency shall install a bio-metric device to record attendance/ In-time and Out-

time on a daily basis of staff deployed in 108 ERC, 108 and 102 ambulances/ vehicles and 104

Health Helpline and submit the same for verification as and when required

(11) All the personnel deployed by the Selected Agency shall provide their services in accordance

with applicable Covid-19 guidelines (State/Central) for safe working practices in Offices as and

when required.

(12) The Selected Agency shall provide scalability i.e., in case more number of posts or more number

of personnel are required by NHM-TS. The Selected Agency shall provide the services of the

additional personnel based on the Financial Proposal submitted under this RFP.

(13) The deployed personnel shall provide their services in accordance with the Standard Operating

Procedures (SOP) to be developed by the Selected Agency in consultation with the NHM-TS.

The Selected Agency shall submit the SOP for approval to NHM-TS within timelines defined in

the RFP document. The SOP shall cover all areas related to and inclusive of but not limited to

Attendance, Replacement of personnel, Punctuality, Professional Conduct, procedures to be

followed, maintenance of office equipment and any other area relevant for optimum service

performance by the Agency.

(14) The deployed personnel shall perform all the work assigned to them by the officials/consultants

in the different departments within NHM-TS. The personnel shall conduct themselves with

utmost honesty and integrity while maintaining the confidentiality of the work at all times. If

any deployed personnel is/are found to have committed breach of confidentiality, or caught in

the process of committing a breach, then the Selected Agency shall be bound to remove such

personnel immediately from the premises and provide a suitable replacement at the earliest

to avoid disruption of services. Depending on the nature of the offence, the NHM-TS reserves

the right to exercise appropriate legal action against the deployed personnel.

(15) If in the assessment and opinion of the designated authority at NHM-TS, any deployed

personnel are found to be acting with mischief or suspected of destructive behavior, or of

participating in immoral or illegal activities in the office premises during or after office hours,

then the Selected Agency shall be bound to remove such personnel and provide a suitable

replacement at the earliest to avoid disruption of services. The Purchaser reserves right to

impose Penalties depending upon the nature of such incidents.

(16) Any acts of violence, disturbance, mobbing, public nuisance on the office premises by the

Agency deployed personnel shall not be condoned by NHM-TS and shall require immediate

removal of the deployed personnel (s) from the premises along with imposition of strict

penalties upon the Selected Agency. In this scenario the penalty/ amount of penalties shall be

decided by NHM-TS Official in charge of the CERTS program and, thereafter, the Nodal, NHM-

TS whose decision in this regard shall be final.

(17) The Selected Agency shall also establish a grievance redressal mechanism and appoint a contact


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person to whom any complaint/ feedback regarding the services being provided can be

addressed by any staff member at NHM-TS. The Selected Agency shall be responsible to provide

the earliest possible resolution to the complaints and inform NHM-TS about the nature of

complaint and the redressal provided.

(18) In the occurrence of above, the NHM-TS in public interest and in exercise of its discretion, may

make deductions from the monthly invoices/Performance Security to reimburse the deployed

personnel and deposit the statutory deductions as required with the designated authority. In

this scenario, the Performance Security shall be forfeited, the Contract with the Selected

Agency terminated, and the Selected Agency blacklisted by NHM-TS. NHM-TS reserves the right

to take appropriate action against the Selected Agency and further debar the Selected Agency

for 3 (three) years in this case.

(19) The Selected Agency must ensure compliance with all statutory requirements under the

Applicable Laws including Labour Laws of the land. The compliance of all provisions is

mandatory on the part of the Selected Agency. The Selected Agency shall be solely responsible

for payroll management and fulfilling all statutory/compliance requirements relating to

deployment of the personnel.

(20) Selected Agency shall mandatorily take comprehensive insurance coverage and maintain

payrolls for all the staff.

(21) The Selected Agency alone shall bear all the costs related to disputes between the deployed

personnel and the Selected Agency including but not limited to Court Fees, Advocate’s fees,

penalties, challans, levies, taxes, accident claims, Illness claims, Medical claims etc. NHM-TS

shall not be responsible to provide resolution or reimbursement for any such issues.

(22) The deployed personnel shall enter into a contractual agreement or any other mode of

engagement with the Selected Agency. The deployed personnel shall not be eligible to claim

permanent employment with the NHM-TS irrespective of the duration of service under the

CERTS Project. The Selected Agency shall indemnify the NHM-TS against any such claims by the

personnel deployed by the Selected Agency

(23) Under this RFP, the Selected Agency is hired for providing ambulances /vehicles and health

helpline services, there is no employer-employee relation between NHM-TS and the Selected

Agency. NHM-TS shall not be held responsible or be liable for or obligated to pay any charge,

claim, wages, dues and contributions as applicable towards statutory benefits of the personnel

deployed by the Selected Agency.

(24) Selected Agency shall not accept for his own benefit any commission, discount or similar

payments in connection with the activities pursuant to discharge of his obligations under the

agreement and shall use its best efforts to ensure that his personnel and agents, either of them

similarly shall not receive any such additional remuneration.


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Part – C: 102 Amma Vodi Services (AVS) & Free Hearse Vehicles

1. 102 Amma Vodi Services:

The 102 AVS vehicles cater to pregnant women and children and dispatches shall be made for availing

services including but not limited to –

(i) Antenatal care (ANC) services by pregnant women at HWCs/CHCs/CH/DH.

(ii) ANC check-ups by high-risk pregnant women including visits to district hospital/ CHC/CH

(iii) Institutional deliveries at designated delivery points across the state

(iv) Referral of sick newborns/infants/children under the age of 5 (five) years from the

community/delivery points/other health facilities.

(v) Patient transport services with minimum pre-hospital care for transportation of pregnant

women and sick children to and from government health institutions under Janani Shishu

Suraksha Karyakram (JSSK).

1.1. Setup Phase

(a) The Selected Agency shall takeover 102 operations after the contract with current Service

Provider expires in Jan 2023. Under the ongoing contract, the current service provider leased /

purchased all the 102 AVS vehicles. The Selected Agency shall deploy the 102 vehicles for the

Amma Vodi services as per the requisite numbers. For the purposes of this RFP document, all

102 Amma Vodi vehicles, shall only be ‘Type B Road Ambulance-Patient Transport Vehicle

(“PTV”)’ as per the Automotive Industry Standard -125 (I and II) (“AIS-125”) also known as

National Ambulance Code, 2013 (“NAC”) attached as Annexure 22 with this RFP document. The

vehicles shall be equipped according to the guidelines provided in the National Ambulance Code

[AIS-125 (I and II)], NHM-TS requirements and all other applicable guidelines and norms.

(b) The Selected Agency shall integrate the 102 AVS vehicles with its solutions (CAD, Fleet

Management, Inventory, HRMS etc.) so as to track the performance of the Amma Vodi Services

across the State.

(c) Change in no. of vehicles: The Selected Agency shall deploy 300 – 102 AVS vehicles. The

number of vehicles to be deployed by the Selected Agency shall be increased/ decreased as

required by the NHM-TS from time to time. Any deployment over and above the

aforementioned mandated number for 102 vehicles may be made to meet KPIs as defined in

the RFP document.

(d) Agency provided vehicles: All the vehicles shall be provided by the Selected Agency. The

Selected Agency shall either undertake the Project as an aggregator or directly source, supply

and operate the fleet of vehicles. The Selected Agency may source the vehicles for deployment

in the following two ways:

(i) The Selected Agency shall either purchase and equip the vehicles at its own expense or

utilize its existing available vehicles and configure them as per the requirements of this

Project.

(ii) If the Amma Vodi vehicles at the time of commencement of services (Jan 2023 onwards) are

not equipped with the mandated or essential equipment and device as per AIS-125 norms


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required for the efficient operation of the service, then such equipment have to be installed

by the Selected Agency.

(iii) The Selected Agency may hire the vehicles from a third-party vendor. Where the Selected

Agency hires the vehicles from a third-Party vendor, the Selected Agency shall be solely

responsible for all the contractual obligations between the Selected Agency and the Third-

party vendor. NHM-TS shall not entertain or owe responsibility for any obligations/ liabilities

towards the third-Party vendor contracted by Selected Agency for any other reasons

whatsoever and will not be liable to make any payments to the contracted third-party

directly or on behalf of the selected agency.

(e) Vehicle criteria: The Selected Agency shall be mandatorily required to ensure that the vehicles

provided by the Agency for the Project:

(i) must not be more than 2 (two) years old as per date of registration as on the date of

deployment; and/or,

(ii) have covered less than 1,00,000 (one lakh) kms.

(iii) Also, all the vehicles should come with a fitness certification to prove they are in working

condition and fit to be deployed under the Project.

(iv) vehicles should comply with at least BS-IV emission norms

Also, Condemnation policy shall be applicable to all the vehicles deployed as part of the

Project to provide services under this RFP; whether the vehicles are owned/ leased/ hired/

handed over to/ by the Selected Agency. The vehicle shall be replaced by the Selected

Agency as soon as it covers 2,50,000 Kms and/ or completes 5 (five) years from the date of

registration, whichever is earlier

(f) Vehicle specifications: The vehicles shall have to be built and equipped according to the Type

B-road ambulance specifications given in the Automotive Industry Standard -125 (I and II)

(“AIS-125”) also known as National Ambulance Code, 2013 (“NAC”) attached as Annexure 22

with this RFP document. Also, the GPS solution provided by the Selected Agency shall be same

across all vehicles. In addition to the above, the following specifications must be adhered to by

the Selected Agency in the vehicles to be deployed:

S. No. PARTICULARS SPECIFICATIONS

1. Vehicle engine capacity >80 HP

2. Ground clearance (road clearance from floor) >160 mm

3. Overall width of patient compartment >1,400 mm

4. Overall length of patient compartment >2000 mm

(g) Vehicle logistics: The Selected Agency shall be required to park their vehicles at the base

locations shared by NHM-TS. The Selected Agency shall also be responsible for providing the

security arrangements for all vehicles along with equipment and tools available within the

vehicles. Base location is the location where vehicles are required to be parked by the Selected

Agency like Government Hospitals, Medicals Colleges and Police Stations and any other site as

decided by NHM-TS from time to time. Base location for additional vehicles to be deployed shall

be at Government healthcare facilities including District Hospitals, Medical Colleges, Police


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Stations etc.

(h) Vehicle deployment timeline: The Selected Agency shall have to ensure that deployment of 102

vehicles is as per the deployment plan provided by NHM-TS. The Selected Agency shall have to

provide the vehicles and operationalize the service as soon as the current contract expires. The

102 AVS vehicles shall operate on 24*7 basis.

1.1. Connectivity:

Sim Cards with required 4G/3G data pack in the same for GPS devices and MDT devices installed

in the ambulances shall be provided by the Selected Agency only. The cost related to SIM and

the monthly recurring charges for calling and data packs shall be borne by the Selected Agency.

1.2. Manpower

For details regarding post, numbers, qualifications, and responsibilities refer Table 1 in Section

4.4 of this RFP.

1.3. I.T. and technological systems:

The IT infrastructure/ technological systems required in the 102 Amma Vodi Services Vehicles

provided by the Selected Agency are listed below. The Selected Agency shall ensure that there

is proactive use of Mother and Chile Tracking System (MCTS) data to improve effectiveness of

102 Amma Vodi services.

1.3.1. Mobile Display Terminal (“MDT”) 1.3.2. CAD Mobile Software for MDT 1.3.3. Fleet Management Solution (FMS) 1.3.4. Inventory Management System 1.3.5. GPS Device for Real time Tracking and Monitoring 1.3.6. Other Requirements like social media linkages etc.

The requirements to be met by each of the technological solutions and their details/specifications

mentioned above are provided below:

MDT Software Functional Requirements

S No. Specification Description

1. General CAD Mobile application is` to provide the Mobile Workforce with full access to the event data empowering them to make informed decisions while in the field. It will enable the mobile workforce to remain in communication with the command center allowing event assignment information to be delivered to the devices as required.

2. Display Dispatch Message

The Mobile Application Software should display all the Dispatch related transactions assigned to the respective units. All the event information as dispatched by the dispatcher must be captured and displayed.

3. Update Dispatch Status

On activating an assigned event by the mobile unit staff, the mobile application software should also display the Event & Vehicle Status – i.e., dispatch, enroute, at scene, back to base and closed.

4. Event Details On activating an assigned event by the mobile unit staff, the mobile application software should also display event information – i.e., Event‐id, Event‐ Type, Caller Phone Number, Caller Name, Caller


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Address, on browser and Event location on map window. The Map view can be through Maps

5. Action Taken Report It should also enable the mobile users to report Action Taken by them. All Action Taken data should be available to Dispatcher and Supervisor through logs.

6. Vehicle Location The mobile application software should have the capability to display real‐time location of the Vehicles on the map.

7. Communication The mobile application software should support

GPRS Message / SMS Capabilities between the dispatch consoles and mobile unit.

8. Location based Service

The MDT application should be enabled with Location based services and users should be able to view the assigned events, approximate distance etc.

9. Mobile User Status The Mobile application software should support a clock-based status update to the command center. It should be possible to update the Status like Available, Attending to Events, On Break, etc. should be supported

10. Login/Logout Support The Mobile application software should support login/logout support and provide a secured access through unique username and password.


The MDT software must have a functionality to enter inventory details for the equipment/consumables provided in the 102 vehicle for real time tracking of the inventory

Detailed Specifications has been mentioned in the RFP Annexure 25

GPS Device for Real Time Tracking and Monitoring

1 All the ambulances shall have to be equipped with GPS device for real time Vehicle Tracking. The Selected Agency shall provide all necessary equipment/infrastructure for GPS integration which should have functionalities such as inbuilt coordinates, Real time tracking, tracking of unscheduled stoppages of vehicle etc. The Selected Agency must ensure that the GPS Solution used by the Agency is same across all services.

The Selected Agency shall provide all necessary equipment/infrastructure for Realtime GPS based tracking and monitoring of the vehicle through GPS installed in the Vehicles which should have the following functionalities. The Selected Agency must ensure that the GPS Solution used by the Agency is same across all services. (i) Define coordinates to detect location of vehicle (ii) Ability to track the closest vehicle in the closest proximity of upto 20-25 kms (iii) Vehicle assignment (iv) Real time tracking of the Vehicle for calculation of average arrival time to collect patient (v) Reporting unscheduled vehicle stoppages Detailed Specifications has been mentioned in the RFP Annexure 24

Fleet Management Solution (FMS) Functional Requirements

The Selected Agency has to provide Fleet Management Solution (FMS) to track all the 102 AVS in the project at the ERC to ensure continuous availability so that the patient can reach the hospitals within stipulated time. The FMS shall enable the tracking of vehicles in real time basis with integration of various technologies such as GPS (Global Positioning System), GSM (Global System for Mobile), GPRS (General Packet Radio Service) etc. The functionalities such as real time visibility, route optimization,


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SMS and email alert, web and mobile platform, to assist in daily operations and analytics etc. should be available.

Inventory Management System Functional Requirements

The Selected Agency shall equip all the 102 AVS vehicles with the necessary equipment, and consumables to attend to services. Therefore, it is important to track and monitor the status of all the equipment in order to prevent theft and asset loss from within the vehicles. The Selected Agency shall provide a system which should be able to provide the status and location of the assets (medical as well as non-medical) within the vehicles, their usage/custody, essential maintenance etc. with these additional features: (i) Keeping the ambulances well stocked for future medical requirements (ii) Should be able to track the equipment when it is shifted or left behind (iii) Real time monitoring to know when the ambulances need restocking. (iv) Prevent loss of assets through theft or forgetfulness

1.4. Other Requirements:

(a) Social Media linkage: The Agency shall provide the functionality of a mobile application-based

system enabling Social Media Platforms such as WhatsApp, Signal, Telegram etc. for the purpose

of, requesting for bookings and tracking of booked vehicle, for the citizens. vehicle shall be

assigned only after ERO has confirmed the request with the citizen.

(b) Any other IT equipment and consumables required for the operation of the 102 AVS during

Contract Period are to be supplied by the Selected Agency.

2. Hearse Vehicles

There are approximately 2000 deaths occur in the Government hospitals every month in the State. Most

of them are poor and their kith and kin are not in a position to transport the bodies back to their homes.

To mitigate the problem for the people who cannot afford to hire Private Mortuary Vans, the

Government of Telangana has introduced Free Hearse Service and launched on 18.11.2016.

In the initial phase 50 Free Hearse service vans are pressed into service to the major Government

General Hospitals. These 50 vehicles are fabricated among the replaced runners of existing 108

ambulances. At present there are 37 Free Hearse vehicles in operation and 32 are on road at present

and there are about 116 employees working in Free Hearse Services.

The distribution of Hearse vehicles across the districts is given in the below table

S. No Name of the District Total Hearse Vehicle No. of On Road vehicles

1 Suryapet 1 1

2 Khammam 1 1

3 Kothagudem 1 1

4 Siddipet 4 2

5 Warangal 3 2

6 Mahabubnagar 2 2

7 NIMS 3 3

8 Osmaina Hospital 9 9

9 Gandhi Hospital 8 7


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10 Sangareddy 1 1

12 Karimnagar 1 1

13 Mancheriyal 2 1

14 Wanaparthy 1 1

TOTAL 37 32

The Selected Agency shall take over the operations of the Hearse vehicles. The Selected Agency shall

integrate the Hearse vehicles into the solutions / system(s) including GPS devices to track their

performance, trips, attendance of the staff etc. so as to bring transparency in the entire operations of

the Free Hearse Services.


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Part – D: 104 – Health Helpline Service

1. 104 Health Helpline Services:

The ‘104’ Health Helpline service is intended for use by anyone to seek medical advice from qualified

MBBS doctors, counsellors and paramedical staff, who are deployed to respond to the health-related

queries through the dedicated call center, operating in shifts between 08:00 AM to 08:00 PM on all days

of the week.

A Health Helpline for the benefit of the people of Telangana is operational from 08:00 AM to 08:00 PM

every day in 2 (two) shifts through a public Toll- free no. 104 in Telugu, Hindi and English language. The

Selected Agency shall have the responsibility to ensure that any person who dials the toll-free number

receives access to trained paramedics & doctors, appointed by the Selected Agency. The clinical

psychologists and paramedics are to provide information, advice and counseling to the needy people in

the following areas of services, including but not limited to:

i. Basic information on Maternal health, Newborn Child plus Adolescent Health & related schemes

implemented in Telangana.

ii. Share information for accessing medical facilities, speciality services in their area like hospitals,

pharmacies, independent practitioners, diagnostic services etc.

iii. Medical Counseling services - This may include counselling services to adolescents, cancer

patients or patients with suicidal tendencies etc.

iv. Medical Advice through validated medical triage solutions. Such advice could include drugs

prescription, recommendation to visit health facilities / specialists for further advice

v. Respond to health-related concerns and queries and guidance in events of epidemics.

vi. Complaint Registration about person/ institution relating to deficiency of clinical/ hospital

services negligence etc. in government healthcare institutions.

vii. Any other activities as assigned from time to time by the Purchaser.

1.1. Setting up & Transition Phase

Currently the 50-seater Health Helpline is operated from the Aarogyasri Healthcare Trust located at

Jubilee Hills, Hyderabad. The Selected Agency shall take over and relocate the operations of the

‘104' Health Helpline to new ERC location at Hyderabad to ensure that all services are operated from

a centralized location and in an integrated manner. The Selected Agency shall commence the 104

operations with number of seats commensurate to the performance and requirements of the State.

The Selected Agency may have to increase or decrease number of seats depending on NHM-TS’s

requirements in future.

1.2. Connectivity:

The Selected Agency shall calculate and provide appropriate internet connectivity with required

bandwidth and PRI line at the ERC to ensure smooth and uninterrupted functioning of the Helpline.

1.3. Manpower:

The staff (46 members) present for 104 Health Helpline shall be absorbed by the Selected Agency.

However, the number seats required for functioning of 104 services shall be calibrated and prior

approval of Purchaser for arriving at number of Seats of 104 Health helpline. The helpline shall have


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to be staffed with Doctors, Clinical Psychologists, and paramedics. The doctors shall be available

exclusively for 104 Health Helpline Services. The Paramedic appointed by the Selected Agency MUST

necessarily have good command over the Telugu, Hindi Language, written as well as verbal, and with

proficiency in Computer skills. Paramedic with prior experience of working at Call centers would be

preferable. For details regarding post, numbers, qualifications, and responsibilities refer to Table 1

in Clause 4.2.4 above.

1.4. I.T. /IT Solutions:

(i) Computer Systems with latest configurations

(ii) Server, Network and Storage devices with backup facility

(iii) IP Phones

(iv) Microphone, Headphone

(v) Any other IT equipment/component essential for the smooth functioning of the Call center

(vi) All consumables required for the functioning of the IT equipment such as Printer cartridges, and

stationery supplies etc. for carrying out the Call Centre services successfully shall be the

responsibility of the selected Agency only.

1.5. Software Applications & Functional Requirements:

a. Computerized Telephony Integration (CTI): CTI is required which should integrate the systems.

(i) CTI should support a unique call identification tag that will identify the call to all CTI

applications and enable to completely track the life of the call & generate comprehensive

reports even if it is transferred to other locations.

b. Outbound Call Automation:

(i) The agent should be able to initiate outbound dialing by pressing a function key. The agent

should be able to preview the contact information prior to dialing. The call should be

launched automatically as per the predetermined time.

(ii) Calls should be filtered to eliminate no answer, line busy, answering machine and other non-

productive calls.

(iii) The System should maintain the history of changes done either through batch or through

GUI along with the date/time stamp and the user id.

c. Voice Logging System

(i) Every call shall be logged to monitor the quality of customer interaction and identify training

needs. The selection of recording shall be either automatic, triggered by certain events such

as repeat calls from a number or short duration disconnection etc. or activated by the

supervisor, administrator or agent by clicking of an icon on the screen but NHM may dispense

with call logging, if circumstances so warrant.

(ii) A complete audio trial shall be maintained including of those logs which could not be initiated

due to shortage of resources.

(iii) The recorded voice shall be indexed. The voice Logger shall have the CTI capabilities. It will

automatically track the incoming call and intrude into the call and start the recording. The

recording shall go on till the call is disconnected. In the event of call transfer the voice logger

shall follow the call and intrude again on the next station and append into the same file.

(iv) The voice files shall be stored in either MP3 or WAV format


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d. Playback: The system should support a thin-client, Browser based application, which provides customer interaction data access i.e., playback to users via role-based & password defined access for agents, supervisors, quality managers, operations managers, sales/marketing personnel, and other relevant users within the organization. No client application shall be required for playback. The playback application must be able to provide playback from any LAN/WAN attached workstation with audio delivery via LAN/WAN or telephone.

(v) Compound (multiple keys) queries should be supported for retrieval & playback on the basis

of following:

o Date and Time

o Extension

o Agent ID

o Docket No.

(vi) The option must be available to add data fields to the call record. These fields shall then be

available as search criteria for call retrieval.

(vii) The user shall be able to playback recorded messages on all Windows platforms outside of

the Recording environment, as well.

(viii) The system should support and provide the following playback features:

o Volume control

o Jump forward and backward

o Direct access to sections of the recording

o Call segment tagging and annotation

o Segment looping

(ix) The system should support agent side recording.

(x) The application should provide an easy-to-use, graphical user interface for all activities

including recording, retrieval, quality monitoring, archiving etc.

e. The software provided by the selected Agency shall be enabled with an integrated soft phone window allowing Tele Caller to dial, answer, end a call, keep the call-in busy status, and free a specific call. The functionality should also provide the status of incoming and outgoing calls. The Tele Caller should be able to dial and call back with the click of a mouse using integrated soft phone functionality. There should be no limitation on the no. of call flow scripts / vectors

(i) Reporting and MIS: The Reporting Software should be able to generate consolidated Real

Time & Historical Reports for all the network sites. The system should have flexible &

comprehensive reporting mechanism.

(ii) Searching & extraction of information based on any criteria can be located and extracted

using pre-defined or fresh queries.

(iii) Customizable reporting. Exporting of reports in various standard formats such as Excel, Text

should be possible.

f. The software should have in built web-based Reporting module, which should be able to

generate the reports as per the requirements of NHM-TS. The reporting module should have an ability to create reports using various options like Date wise report, Time wise reports, District wise report etc. The Selected Agency and NHM-TS representative (Special Officer) will mutually agree on the format of the reports to be submitted by the Agency and NHM-TS. If NHM-TS desires the Agency to provide customized reports, the Agency shall provide customized reports at no extra cost to NHM-TS. The application should have the provision for generating the following (including but not limited to) reports.


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(i) Average Talk Time

(ii) Outbound Call Volume

(iii) Call Details

(iv) Operator Status (on call/ available/on break etc.)

(v) Equipment’s installed and their uptime and downtime

(vi) No. of calls attended by each paramedic (call taker) per day/shift.

(vii) Any other reports as requested by the NHM

g. The below mentioned additional reports must be provided by the Agency

(i) Agent Hours Report

(ii) Staffing Distribution Report

(iii) Biometric report with credentials

(iv) CCE/Agents attrition reports

(v) Agents daily attendance report

(vi) Any other report as requested by the NHM-TS

h. Management of Interaction across all Channels:

(i) Every interaction with the beneficiaries, irrespective of the medium used by the customer

should form a part of the beneficiary’s interaction history. All interaction specific to a trouble

ticket will have to be threaded to ensure that the response to the beneficiaries by the agent

is provided after factoring in the previous interactions.

(ii) The system should be able to maintain a log of all outgoing and incoming calls, along with the

results generated by the call. It should also provide statistics on all agents that can be used

for productivity & performance rating.

(iii) The system should record the id of the person who captured the call details.

i. Storage:

(i) The system should be able to utilize any commercial storage subsystem and media type

(Object Storage, optical disc, DVD, tape) instead of proprietary archiving solutions.

(ii) The system should store recordings in a wide range of compressions, all in standard file

formats that can be played back from any Windows workstation or streamed over the

Internet/Intranet.

(iii) The system should include an automatic archive/backup function that supports archiving to

any device supported by latest MS WINDOWS Server, without requiring manual intervention.

j. Security through passwords

(i) The entire solution offered should be secured from external threats/attacks.

(ii) The system should be able to provide a critical security against unauthorized access. All

functions and data files should be protected. The administrator should be able to control

access by assigning security privileges to agents/users. The security codes should grant or

deny access according to assigned security levels.

(iii) Before entering into system, each user/agent should enter a valid user ID and password.

Once validated, the user/agent should be granted access to only those functions permitted

within the prescribed security level.


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(iv) The systems shall provide for foolproof password management system clearly defining the

users/agents and their functions & access rights such as super user, supervisor, operator,

technical staff etc.

(v) The system should support the setting of an automatic threshold (number of attempts within

a specific time period) for access to system management ports. If this threshold is exceeded

the system must automatically disable the login.

(vi) The system should keep all the Audit log of user/agent actions and should present reports of

the changes made by individual users.

(vii) Login schemes of agent and users (type of user and privileges) will be finalized with the

approval of NHM-TS. The system should be secure and feature Log‐in & Log‐out facility,

which shall be monitored & reported. Agents should be able to log on from any desk within

the call centre.

(viii) The same user should not be able to login simultaneously at different machines when

operating on LAN.

k. All calls should be recorded and tagged with the concerned event and easily retrievable and

additionally, a report should be generated from the software.

l. Service Provider shall be required to produce necessary documents for usage of Licensed Version

applications to avoid any copyright or patent violation.

m. The Selected Agency is required to maintain the historical data and data generated during the

Project for the entire Contract Period. The Selected Agency has to assess the storage

requirements for the entire Contract Period for data storage purposes. The Selected Agency shall

procure, install, commission and maintain the storage at designated premises as notified by

NHM-TS. Moreover, the Selected Agency shall be mandatorily required to share the information/

data, as and when, required by NHM-TS

n. At the 104 Health Helpline the system shall support multiple concurrent user transactions and

be capable of handling text, image, document and data among others.

o. This application should also be integrated with the Citizen mobile app and aforementioned data

exchange shall happen through the citizen mobile app.

p. Automatic Call Distributor: The ACD system shall be able to handle call & IP Phone capacity

defined. System should support skill base routing, multiple group support, priority handling and

Queue status indicator. It is desirable that calls to certain trunk groups or to certain dialed

numbers be assigned a higher priority than other calls and that calls which overflow from another

split be queued ahead of other calls. The software should have the requisite functionalities to

q. IVRS: The system should have IVRS functionality as a part of the solution. System should be able

to provide an accurate prediction of expected wait time and queue position to the IVR for queue

announcements. These announcements should be provided periodically while the caller is in

queue without losing queue position.


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Part – E: Application to be Developed as a part of the Scope of Work

1. Introduction

The Selected Agency shall develop a Web based application (app)/ Platform for the use of all the

different stakeholders and beneficiaries connected with the Project. The application is envisaged to

enable access for the citizens of Telangana to all the CERTS services. The other stakeholders such as the

108-Emergency Response Center, the Ambulance Pilot/ driver, the Emergency Medical Technician (EMT)

and the Hospital/ Health Facility shall also be enabled through the use of this app in emergency service

delivery. The application shall have to be a fully integrated design in order to minimize human

interference in the entire process of availing and providing emergency service. The foremost aim of the

application has to be to make the required support readily available to citizens in need especially when

the caller is unable to directly place a call for the emergency at hand. For the Citizen, the app should be

downloadable online. For the Ambulance drivers and EMT the application has to be installed in the

Mobile Data Terminal (MDT) affixed in the ambulances.

1.1. Elements of the 108 - Integrated Emergency Web based Application/ Platform

The Selected Agency shall develop the application/ platform with separate modules for Citizens,

the 108 - ERC, Ambulance Drivers, Emergency Medical Technicians, and for the Hospitals. The

platform should facilitate the unobstructed interaction between the abovementioned different

modules that shall begin with a request being placed by a caller to the culmination of the request

with admission of patient in nearest health facility. The modules within this platform shall also be

synced and integrated with the other govt. software applications for supervision and monitoring

purposes.

1.2. Citizen Mobile App 1.2.1. Citizen Module

The Selected Agency is required to develop a fully functional, integrated, user friendly

application for the general public. The application should provide seamless assistance to all

citizens requiring help to request for ambulance (108-ambulance or a 102 AVS) at all times. The

caller after logging in a request for ambulance assistance should be able to track the ambulance,

place a call from the application in case of emergency, search for the nearest hospital, and even

search for the nearest blood bank. The caller/user of the app shall be able to provide feedback

about the quality of service with regard to response time by the ambulance, medical care

received, details of transportation culminating at the nearest health facility and any other

pertinent issue. The user must also be able to register any category of grievance in the

application such as difficulties faced in accessing app features or information, location

pinpointing etc. If any issue occurs during request, a helpline contact number shall also be

displayed on app itself for quick redressal of the issue or further escalation as required.

The Selected Agency shall ensure integration of the application module with other systems/

applications for facilitating service delivery.


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Functional Requirements of the Citizen Module:

(a) Registration and verification of User: Name, Mobile Number, Email ID, Age, Gender and

Blood Group to be captured for a one-time registration (verified using OTP sent to user’s

registered mobile number)

(b) Other Details of User/Patient: Provision to enter other optional details of the

citizen/patient, which may be useful during an emergency. Option to register, if request is

being raised for own self or third person

(c) Space to describe nature/ category of emergency in order to place request for an

ambulance

(d) Provision to track real time location of ambulance using maps including name of the driver

assigned, mobile number of drivers, assigned ambulance number, expected time of arrival,

distance in kms, route taken by the driver, in case there are un-scheduled stoppages on the

way by the driver etc.

(e) Provision to pinpoint the nearest Govt. hospital in case of emergency and preferred facility

depending on nature of emergency.

(f) Hospital details should be displayed on the user’s screen such as name of hospital, contact

number, and location of hospital

(g) There should be a filter option for searching the hospitals based on the type of hospital

(Government/Private), specialty wise and facility wise.

(h) Provision to search for blood banks with results of address, contact number of blood bank

with respect to user’s current location.

(i) A History option to display the chronological record of all emergencies for which help was

availed by the user using this application along with the details that were captured by the

ambulance crew during the emergency.

1.2.2. Emergency Response Centre (ERC) Module

The request raised by a user/citizen of the app shall reach the command and control center first.

The request shall be accompanied with all the basic details of the caller with the incident

location through GPS using any of the service provider’s maps. Based on location of caller,

nearest available ambulance will be automatically assigned to reach incident location.

Functional Requirements of the 108- ERC Module:

(a) ERC Module shall be operational from the 108 -Emergency Response Center, where all the

user requests should reach first and be registered.

(b) All the details provided in the citizen module while placing the request should get captured

in the ERC module

(c) Details like Callers name, Age, Blood group, Mobile No, type of emergency and exact

current location of caller should be available for viewing at the ERC.

(d) Nearest available ambulance to the identified location of the caller or scene of emergency

should get automatically assigned. This functionality shall be part of the 108 ERC system/

software and not the citizen app

(e) This module should be fully integrated with all the four other modules, so that ERC module

is able to track current location of caller and ambulance on real time basis.


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(f) If required, using unique case ID, the request should be escalated to ensure timely and

quick fulfillment of emergency request.

(g) In case of specific emergency requirements, Medical experts at ERC would be able to

call/video call to EMT to guide and address emergency.

1.2.3. Ambulance Drivers (Pilots) Module

The ambulance pilots/ drivers shall utilize the application to log in their trip details, which will

be used to collaborate trip time (Response Time) calculations through other tracking sources

deployed under the project. The Selected Agency shall be responsible for the integration of this

data with the data base and to make it available on MIS report as well. Once the ERC module

assigns the nearest available ambulance to the incident location, the pilot of the ambulance

shall receive alert within the driver module. The ambulance driver should able to see all the

basic details of caller such as name, contact number etc. Ambulance driver module will also

have real time incident location to help the driver to track and reach the incident location using

GPS technology. The Driver module will show estimated distance and time to reach incident

location from the current location and suggest alternative routes in case of traffic jams etc.

Functional Requirements of the Driver Module:

(a) At the time of start of trip, the ambulance driver should be logged into the application

through a preset username and password to be provided either by the Selected Agency

(b) Once the vehicle is assigned by the ERC module the driver should get an alert notification

along with the case related details like unique case id, type of emergency, name of the

caller, mobile number and current exact location of the caller etc.

(c) Driver should able to navigate to caller’s current location using the real time GPS enabled

maps to reach caller location in best and fastest possible way.

(d) Once the driver initiates the trip, the caller shall be notified about the details of the driver

and ambulance, and both caller and driver should be able to track each other on real time

basis.

(e) Vehicle status update (Off-Road): Toggle button for Off-Road/ On-Road (Driver mobile app

shall be used for real time update) shall be done with the prior approval of designated

personnel from the Selected Agency only

(f) The dashboard in the ambulance should display the listing of the assigned and completed

cases during the duty hours

1.2.4. Emergency Medical Technician Module, (EMTs deployed in ALS And BLS only)

EMT Module can be only accessed by EMT by login in through MDT mounted in ambulance. The

EMT Module eradicates the requirement of filling PCR form manually and allows EMT to fill PCR

in MDT mounted in ambulance. Once EMT captures all required patient vitals on MDT via EMT

module, these patient vitals shall be shared electronically to destination hospital. Sharing of E-

PCR form with destination hospital electronically will help hospital staff to ascertain type and

grade of emergency before the patient reaches hospital and enables hospital to handle the

incoming emergency with better preparedness. E-sharing of E-PCR form will eliminate the need

to fill admission forms on arrival of patient thereby saving golden minutes.


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The E-PCR form shall contain four sections namely, details; AT scene; Enroute; and, AT hospital.

EMT module shall be activated once the patient is placed on board the ambulance.

Functional Requirements of the EMT Module:

(a) The application should have the functionality to enter EMT id, username and password by

the EMT for login.

(b) Medical technician should use MDT installed in the Ambulances loaded with EMT Module

to capture Patient care record (PCR form) electronically in this device.

(c) All the important patient vitals should be noted in the E-PCR Form which will be then shared

with the destination hospital.

(d) EMT dashboard should display the listing of the assigned and completed cases during the

duty hours

1.2.5. 102 Amma Vodi Vehicles Driver Module

There are two scenarios in 102 Module.

1. The 102 Driver shall be assigned with presechduled trips based on the data assigned by EROs

at ERC

The ERO allocates the prescheduled trips to the pilot of the ambulance based on the location

of the ambulance. Pilot should able to see all the basic details of patients such as name, contact

number, etc. and their location of pickup. Pilot module will also have real time location which

will guide pilot to reach patient location using GPS enabled maps. Pilot module will show

estimated distance and time to reach incident location from the current location.

2. Any caller requirig Amma Vodi service can dial the toll-free number to avail the service.

Once ERC module allocates the nearest available ambulance to the incident location, pilot of

the ambulance is alerted using pilot module. Pilot should able to see all the basic details of caller

such as name, contact number, etc. Pilot module will also have real time incident location which

will guide pilot to reach incident location using GPS enabled maps. Pilot module will show

estimated distance and time to reach incident location from the current location.

Functional Requirements

(a) The application should have the functionality to enter username and password by the

vehicle driver for login

(b) Once the vehicle is assigned by the ERC module the driver should get an alert notification

along with the case related details like unique case id, type of emergency, name of the

caller, mobile number and current exact location of the caller etc.

(c) There should be an option to capture Patient care record (PCR form) electronically in this

device.

(d) All the important patient vitals should be noted in this E PCR Form which will be than shared

with hospital which may help hospital to handle emergency in more efficient way.

(e) Driver should able to navigate to caller’s current location using the real time GPS enabled

maps to reach caller location in best and fastest possible way.

(f) Once the driver presses on start ride, citizen will be notified and both caller and driver


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should be able to track each other on real time basis.

(g) Arrived at scene but service un-availed: Vehicle arrived at incident location, but patient

had already been moved to the hospital using other vehicle. Nos. of un-availed trips shall

be reported on weekly basis before submitting invoices with proper justification-Within

response time/Beyond response with PCR/BTR)

(h) Vehicle status update (Off-Road): Toggle button for Off-Road/ On-Road (Driver mobile app

shall be used for real time update) shall be done with the prior approval of designated

personnel from the Selected Agency only

(i) Pilot dashboard should display history of assigned and completed cases during the duty

hours

1.2.6. Hospital Module

This module shall be deployed by all government hospitals.A dedicated and qualified staff shall

have to be appointed by the governemnt hospitals to constantly monitor this module. The

information received from EMT Module in the form of E- PCR of incoming patient should be

shared with destination hospital, so that need of filling admission form may be eradicated and

the emergency handled quickly

Functional Requirements of the Hospital Module

(a) All the government healthcare facilities are mandatorily required to deploy the module at

the hospitals.

(b) Each hospital should be assigned unique ID and password through which the designated

staff member at the Hospital shall login in for monitoring and responding to emergencies.

(c) Using both Pilot module and Hospital module, hospital staff can track real time location of

ambulance along with ETA, ambulance number, route taken by ambulance to reach

destination hospital

(d) The hospital module will enable the care providers to track the patient vitals and arrange

for any additional support required, if any, in terms of drugs/ consumables, facilities,

doctors etc.

1.2.7. Video Wall Setup at ERC and Commissionerate Health office

The Selected Agency shall setup Video walls in ERC and at the Department office. The Video walls are primarily used for displaying real time analytics and stats of the project performance. The indicative specifications of the Video Wall are given at Annexure 26 of this RFP.


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4.3 Standard Operating Protocol (SOP)

The Selected Agency shall develop a Standard Operating Protocol (SOPs) as a deliverable in writing

for all the services in conformity with the provisions of the RFP document in consultation with the

Executive Committee within 2 (two) months from the date of signing of the contract.

Any deviation from the provisions of the RFP and the terms of the agreement signed with the

Selected Agency shall not be permitted. The SOPs shall have to be duly signed by the Purchaser the

SPV to come into force. The Standard Operating Procedure may be reviewed and revised at defined

periodic intervals. However, Purchaser reserves the right to amend the SOPs, within the overall

framework of the RFP, unilaterally and the Selected Agency shall be bound to implement such change

from the date of its communication by Purchaser to the Selected Agency. Amended versions of the

SOP shall be implemented after submission to Purchaser for necessary approval.

Thereafter, the Selected Agency shall conduct the operation of the services in accordance with the

provisions given in the RFP and SOP. The broad areas to be covered under the SOP, including but not

limited to are given below:

1. Purpose and Scope of the services

2. Dispatch Centre protocols

3. Operation Systems, Structures and Protocols for Ambulance including response protocols, ring

checks, call codes, vehicle maintenance, vehicle breakdown management, vehicle accident

management, vehicle distribution, communication protocols.

4. Operational protocols for special circumstances (natural calamities, epidemics, pandemics,

mass casualty events (both manmade and natural), unattended death, transportation of minors,

transportation of obstetric cases, pediatric patients, neonate crime scene operations, fire &

accidents relating to hazardous material). Purchaser will assist in the development of the

operational protocols for such special circumstances.

5. Reporting structures and formats - overall documentation

6. Health and safety protocols for personnel - Clear provisions describing the method and schedule

of cleansing, sanitization and hygienic upkeep of the ambulances/ ERC to be included

7. Job description, roles and responsibilities of each level of personnel in entire operations.

Training, refresher course and orientation protocols for all levels of personnel (including staff

replacement protocols)

8. Overall administrative policies

9. Inter-facility transfer protocols

10. On-line medical direction / guidance protocols

11. Transportation refusal policies and protocols


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12. Do Not Resuscitate Policy

13. Automatic KPI monitoring and calculation through software provided by Selected Agency and

approved by Purchaser, which shall be linked with generation of monthly invoices.

4.4 Project Manpower

The Selected Agency shall provide qualified and capable manpower required for the operation and

management of all the services under this Project. Manpower deployed under the project should be

competent to cater to all the requirements of the Project, well-versed with the job requirements and

technically proficient as required by Purchaser. The Selected Agency shall ensure continuous

performance monitoring and evaluation of all human resources deployed under the project in

consultation with Purchaser for provision of efficient and seamless services across all verticals of the

CERTS project.

TABLE 1. MANPOWER PERSONNEL TO OVERSEE ALL SERVICES (CERTS)

S. No Title No. of Posts

Qualification Responsibilities

1. Project Director (State Level)

01 MBA with minimum experience of 12 (twelve) years in managing project operations of similar nature

The Project Director shall liaison and coordinate with the State level authorities and supervise the Project entirely in terms of management of all the services with CERTS. The Project Director needs to periodically conduct meetings with Purchaser related to updates on the project. Project Head must ensure that the operations of all the services are managed in line with the expectations of Purchaser

2. Information Technology -Head

01 BE/ B.Tech-IT/ Computer Science/ MCA with Minimum 10 (ten) years of relevant experience of which 3 (three) years should be in operations of similar projects / call centre.

IT (Head)shall be responsible for ▪ Developing software and programs for

the project and identify the need for upgrades, configurations or new systems to meet the project requirements

▪ Carry out regular assessment of the Agency’s systems/ software/ application etc. in order to ensure efficient working of IT infrastructure

▪ Devise and establish IT policies and systems to support the implementation of project

3. Call Centre Head

01 B. Tech/ BE and MBA with minimum 7

The Call Centre Head shall be responsible for complete overseeing of the day-to-day


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(seven) years of total experience of which 5 (five) years relevant experience is in the similar projects preferably in healthcare sector

operations and coordinate with Purchaser for Project operation.

4. Quality Head

01 Any Graduate with minimum 7 (seven) years of experience of working in a call centre 3 years should be in call quality audit

Quality Head shall be responsible for evaluating ERO’s performance with call center quality assurance, providing coaching and developing plans for learning and skills development, driving internal process improvement etc. and coordinate with NHM-TS for Project operations

108 ERC

1. Team Lead/ Supervisor

One (1) per 10 (ten) Call center seats

Any Graduate with minimum total 5 (five) years’ experience out of which 1(one) year should be as a Team Lead in Call center setup

Team leader will act as a supervisor for assigned seats under him. Team Leader shall also act as a bridge between the 108-ERC and various other departments

2. Emergency Response Officer (ERO)

1 (one) per seat per shift

Any Graduate with minimum 1 (one) year of experience in Call Center operations

ERO’s shall be responsible for receiving calls from the callers, understanding the issue/ incident, gathering the required information over call and to act in appropriate manner based on the SOP guidelines

3. Emergency Response Clinical Physician (ERCP)

1 (one) ERCP doctor over 25 ERO’s

MBBS (Allopathy) Doctor or MD having minimum 2 (two) year’s Clinical practice experience

Doctors (MBBS) will be stationed at the ERC physically round the clock to provide online advice to the Emergency Medical Technician in the ambulance. The Selected Agency shall maintain appropriate number of doctors in the call centre to ensure that no call from the EMT goes unattended

108 Ambulances / 102 Amma Vodi Services Vehicles

1. Operations Head – State Level (fleet operation) (common for both 108 –EMAS and 102 Amma Vodi vehicles)

01

B.Tech/ B.E. in Mechanical Engineering or Automobile Engineering with minimum 10 (ten) years of relevant

The Operations Head shall be responsible for complete overseeing of the day-to-day operations and coordinate with NHM-TS for Project operation.


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experience in managing operations of similar nature

2. District Manager (common for both 108 –EMAS and 102 AVS

One (1) per District

Degree or Diploma in Mechanical or Automobile with minimum 5 (five) years of relevant experience

• Managing the operations and maintenance of ambulances.

• managing drivers and other staff.

• ensuring that the ambulance reaches to the location of the incident at the earliest.

• ensuring quality and timely delivery of service.

• reporting of issues/status to Project Director/Team Lead.

• coordinating with the Purchaser and any other third-party vendors; and,

• capable of providing immediate solution for day-to-day issues related to the Fleet operation.

3. Emergency Medical Technician (EMT) Only for 108

One (1) per Ambulance per shift

Dip. in E.M.T./ B.Sc. (PCB) with certification in BLS/ ALS/ ACLS/ ITLS./ B.Sc. Nursing / GNM/ ANM, B. Pharma / D. Pharma, BMLT/ DMLT or any other equivalent paramedical course from recognized university

• Emergency Medical Technician should possess certification(s) in Advance Life Support/ Advance Cardiac Life Support (“ACLS”)/ Integrated Trauma Life Support (“ITLS”) from a national/ international/ state - recognized institute(s) deployed only in ALS ambulances. They should also possess certification(s) in Basic Life Support from a national/ international/ state - recognized institute(s) deployed in BLS ambulances.

• The EMT should be able to handle the lifesaving and life sustaining equipment.

• The EMT should possess emergency skills like bleeding control, defibrillation, Spinal immobilization etc.

• The EMT shall input the inventory details such as Medical Equipment, IT and Non-IT equipment, medicine and consumables and any other items provided in the Ambulance on daily basis in the MDT installed in the ambulances.

• The EMT should be capable to authenticate the accuracy of the reports generated


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4. Pilot/Driver (both 108/102)

One (1) per Ambulance /Vehicle per shift

10th Pass/ fail with a valid Driver’s registration in HMV vehicles category. The Driver shall also have to work as an Ambulance Care Assistant trained in first aid & life-saving Palliative Skills

Drivers should be well-trained in Vehicular Safety Checks, Ambulance Driving Techniques, Accident Avoidance and Crash Procedures, Basic Life Support, Disaster Management Protocol etc. In case Pilot (Driver) are not trained, the training has to be provided by the Selected Agency within 15 days of the onboarding

104 Health Helpline

1. Team Lead/ Supervisor

1 (one) per shift

Any Graduate with minimum 8-Years of overall experience and 2 Years as a Team Lead in Call center setup

Team leader will act as a supervisor for assigned seats under him. Team Leader shall also act as a bridge between the 104 HHL and various other departments

2. Medical Consultant/ Doctors

2 (two) per shift

MBBS or MD having minimum 2-Year’s Clinical Practice Experience.

Doctors (MBBS) will provide advice to the Paramedics. The Selected Agency shall maintain appropriate number of doctors in the call centre to ensure that no call goes unattended.

3. Counsellor/ Clinical Psychologists (CP)

2 (two) per shift

MA/ M. Phil/ Ph.d. in Clinical Psychology

The CP shall assess, diagnose, and treat the psychological problems and the behavioral dysfunctions resulting from, or related to physical and mental health as per ethical principles and code of conduct. In addition, they shall promote healthy behavior, aid in preventing diseases and improving patients’ quality of life

4. Paramedics 1 (one) per seat per shift

Bachelor of Pharmacy or Diploma in Pharmacy/ Bachelor of Physiotherapy/ Bachelor of Science (Nursing)/ GNM/ BAMS/ BHMS/ Bachelor in Life Sciences

The Paramedic appointed by the Selected Agency must necessarily have good command over the Telugu and Hindi Language, written as well as verbal, and with proficiency in Computer skills. Paramedic with prior experience of working at Call centers would be preferable

Note:

i. 108 & 102 ERC: The Selected Agency must necessarily operate 2 (two) shifts with 60-seats in each

shift. The seat occupancy of the 3rd (third) shift (night) shall be determined by the Selected Agency

based on call volume.

ii. 104 Health Helpline: The Selected Agency shall operate the Helpline from 08:00 AM to 08:00 PM


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every day in 2 (two) shifts through a public Toll- free no. 104 in Telugu, Hindi and English language.

iii. The doctors/ specialists etc. appointed by the Selected Agency shall be registered with Medical

Council of India (MCI) should be substantiated by providing the certified copies of

degree/certificates and Curriculum Vitae (CV). Adequate nos. of doctors shall be deployed to handle

the operational load. Additional services/specialties of doctors may be added in future based on the

need. If there are any cost implications, the same may be mutually agreed upon and the services

would be provided on the same quote as provided in the Financial proposal.

iv. The EROs appointed by the Selected Agency must necessarily have good command over the Telugu,

Hindi and English Language, written as well as verbal, and with proficiency in Computer skills. EROs

with prior experience of working at similar projects or Call centers would be preferable.

v. Both ALS and BLS ambulances shall be staffed with minimum one (1) EMT and one (1) driver

possessing the desired qualifications per shift at all times.

vi. No Emergency Medical Technician is required in case of 102 AVS vehicles. The Selected Agency shall

provide 1 (one) Driver per shift on 24*7 basis to operate the ambulance. Driver should be trained in

giving first aid to the patient, if required. Preferably, an attendant (family relative) and an ASHA

(Accredited Social Health Activist) shall be allowed to accompany the patient.

vii. The Driver shall input the inventory details such as Medical Equipment, IT and Non-IT equipment,

medicine and consumables and any other items provided in the vehicle on daily basis in the MDT

installed in the ambulances.

viii. CV of deployed manpower, possessing minimum qualifications as specified in the table above and

preferably with prior experience of working in Emergency Services, shall have to be approved by

Purchaser prior to commencement of the services. The Selected Agency shall submit to Purchaser

the certified copy of certificates and credentials of such manpower before commencement of

services.

ix. Subject to Purchaser’s discretion, personnel to be deployed under the project may be interviewed,

assessed and approved by Purchaser before the deployment.

x. Bio-metric attendance shall be mandatory for all the staff/ personnel of the Selected Agency,

deployed in 108 ERC, 102 AVS, 104 HHL and field staff deployed at Ambulances and vehicles

including supervisory staff at field level for this Project.

xi. The Selected Agency shall deploy qualified manpower capable of delivering emergency response

services including on-site care, providing onboard pre-hospital care as per protocols,

transportation/ handing over of patients to appropriate and/or nearest hospital.

xii. If required, in the interest of the smooth operations and functioning of the Project, the Selected

Agency may deploy additional manpower at any stage such as Accounts Executives, HR Executives,

Administrative Executives, Supply Chain Executive, MIS executives and such support staff

(skilled/unskilled) for any of the services during Contract Period, without any additional cost to the

Purchaser.

xiii. The Selected Agency shall provide professional and structured training to the personnel deployed

in the project to impart an understanding of the work and accompanying requirements in relation

to,

(a) Protocols for Call Management

(b) Protocols for pickup, transit and drop off at Hospitals and subsequent drop back to home

(applicable in case of 102 AVS)

(c) Computer skills, Soft skills

(d) Patient Data Base Management


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(e) Data Protection

xiv. Uniform and ID cards should be issued to the ambulance staff. The ID card shall be provided by the

Selected Agency and has to be approved by the Purchaser.

xv. The Selected Agency shall manage weekly offs, holidays, leaves and attendance in training

programmes etc. for the manpower deployed and accordingly plan for buffer staff availability.

xvi. Purchaser reserves the right to remove or seek removal of any personnel deployed under the Project

from their workplace on grounds inclusive of but not limited to negligence, absenteeism,

unprofessional behavior, inadequate service performance, disturbing workplace decorum,

misbehavior towards beneficiaries and other staff members, misconduct, inciting tensions and any

criminal act chargeable under the Applicable Laws in India.

4.5 Project Preparation, Go-Live & Start of Services

Selected Agency shall be fully responsible for deployment or installation or development and integration of all the software and hardware components and resolve any problems or issues that may arise due to integration of components. The Stage wise activities of the Selected Agency will include Project plan, Project Preparation, Realization, Go-Live and Start of Services.

Project Plan Stage Key Deliverables

1 Prepare Project Plan - Detail dependencies, Handover-Takeover process, Gap Analysis project milestones and delivery schedules

2 Plan for onboarding of requisite resources including Hardware, Software, Systems and Manpower

3 Team Structure

4 Prepare and finalize Assessment Strategy, Systems Strategy, Training strategy

5 Set ground rules of Project Operations

6 Gap Analysis and Plan for

• Ambulances, their Equipment, Fitness Testing Plan and their road worthy condition

• ERC premises, identify right to use systems, required hardware, furnishing requirements and all other aspects required for effective functioning of 108, 102 & 104 Services

7 Prepare project related risks with risk factor, risk rating, risk mitigation plan, etc.

8 Agreement on Detailed Project Plan

A. Project Plan Baseline

B. Resource deployment plan

C. Technical requirement plan

D. Project templates & standards

E. Communication Matrix and Project structure

F. Risk Register

G. Signoff on Detailed Project plan

Project Preparation Stage Key Deliverables

1) Detailed assessment of the functional & technical requirements for the services described in the RFP

2) Conduct Requirement workshops

A. AS-IS document & TO-BE Business process document aligned to RFP requirements (at Fleet & ERC)


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3) High level design mapping the solution modules to various business processes, Integration plan

4) Procurement of Systems, Hardware, Software etc.

5) Preparation for all Mobile, Citizen Apps etc.

6) Detailed study and Preparation of business/ Standard operating Procedures processes

7) Procurement of Equipment, Consumables, MDT, GPS, Biometric devices.

8) Familiarization to all locations for deployment of ambulances

9) Business process redesign for current processes

10) Detailed level design to include reports, interfaces, enhancements, outputs forms, Security, Data storage requirements etc.

B. Technical/ System Requirement specification document covering: Functional requirement specification

C. Fit Gap Analysis document

D. Detailed Design Document

E. Fully functional environment preparation

F. NHM-TS Signoff on all Project Preparation Aspects

Realization Stage Key Deliverables

1) Perform configurations, Custom development post approval of technical and functional specifications

2) Development, Integration, performance testing, Business readiness check

3) Conduct testing of various components of the software developed/customized for the Project

4) QA test environment, Production environment and DR setup including failover testing

5) All devices and Role based Interface setup and testing

6) Conduct User Demonstrations, User Acceptance Testing and Training for all aspects defined in this RFP

7) Complete installations at ERC, engineering and furnishing works, Power backup arrangements

8) Complete Takeover of Ambulances

9) Complete Training and Deployment of Manpower at ERC for all services 108, 102 & 104 and Ambulances

A. NHM-TS Signoff on Systems, Applications pertaining to all aspects listed in Part A, Part B, Part C, Part D & Part E and Ambulances overall Takeover Process

Go-Live & Start of Services

1) Business readiness check before Go-Live

2) Go-Live and Start of Services

A. NHM-TS Signoff to Start Services

Given the complexity of the project, the Client may decide to give a provisional Go-live on certain aspects depending on the completion of the core and critical functionalities/ components required for the commissioning of the project as envisaged in the RFP. The Selected Agency shall Go-Live within 2 months of Award of Contract. Also, Please refer Section 4.9 of this RFP


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4.6 Bill of Material

The Selected Agency shall indicate the Bill of Material (Hardware, Software etc.) which will be supplied for the project as part of their bid (please refer Annexure 17 – Bill of Material Form).

a) Selected Agency shall ensure that the system software licenses mentioned in the Bill of Material (BoM) shall be genuine, perpetual, full use and should provide updates, patches, fixes, security patches and updates directly from the OEM. All the licenses and support (updates, patches, bug fixes, etc.) should be in the name of the Client.

b) Selected Agency shall be fully responsible for deployment or installation or development and integration of all the software and hardware components and resolve any problems or issues that may arise due to integration of components.

c) The selected Agency shall be responsible for providing the perpetual licenses so as to maintain the IPR and source code (customized/ extension) with the Client.

d) All the licenses and support should be in the name of Client.

e) Selected Agency shall ensure that the OEMs supply equipment or components including associated accessories and software required and shall support the Selected Agency in the installation, commissioning, integration and maintenance of these components during the entire period of contract. The Selected Agency shall ensure that the COTS OEMs supply the software applications and shall support in the installation or deployment, integration, roll-out and maintenance of these applications during the entire period of contract. It must clearly be understood by the Selected Agency that warranty and AMC of the system, products and services incorporated as part of system would commence from the day of Go-Live of system as a whole. However, Given the complexity of the project, the Client may decide to give a provisional Go-live depending on the completion of the core and critical functionalities/ components required for the commissioning of the project as envisaged in the RFP

f) The Selected Agency would be required to explicitly display that he or they have a back-to-back arrangement for provisioning of warranty or AMC support till the end of contract period with the relevant OEMs. The annual maintenance support shall include patches and updates the software, hardware components and other devices.

g) All the software licenses that the Agency proposes should be perpetual software licenses. The software licenses shall not be restricted based on location and the Client should have the flexibility to use the software licenses for other requirements if required.

h) The Client reserves the right to review the terms of the Warranty and Annual Maintenance agreements entered into between the Selected Agency and OEMs and no such agreement/contract shall be executed, amended, modified and/or terminated without the prior written consent of the Client. An executed copy of each of such agreements/contracts shall, immediately upon execution be submitted by the Selected Agency to the Client.

i) Selected Agency shall ensure that the Annual Maintenance support for all the components is provided till the end of the contract. The Selected Agency shall ensure that there is a comprehensive onsite warranty or support arrangement for the entire contract period with all the component manufacturers.


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j) Selected Agency limited to its scope of work, shall provision the required extra or buffer critical spares or components at the designated Client office locations in each District in order to ensure that the Ambulances/ Vehicles adhere to the response times and other performance parameters as envisaged in this RFP.

4.7 Maintenance Phase

During the Contract Period, the Selected Agency shall maintain the 108 Emergency Response Center,

the 108 Ambulances, 102 AVS, 104 Health Helpline and Free Hearse Vehicles in accordance with the

terms of the RFP and the Contract for the purpose of providing uninterrupted services. The obligations

of the Selected Agency shall include:

A. Project (General)

(1) The Selected Agency is required to maintain the building and other infrastructure throughout

the Contract Period to prevent the structural and functional deterioration for ensuring safe,

smooth and uninterrupted operation of all the equipment/ambulances/call centre

(2) All the existing infrastructure, which will be handed over to Selected Agency shall remain the

property of NHM-TS. The Selected Agency shall be wholly responsible for ensuring that the

assets received at the time of the commencement of the project are maintained in optimal

condition for the entire duration of the Project. At the time of Contract expiry/ termination

with the Selected Agency, all the assets under the ownership of the NHM-TS shall be securely

handed over to either the NHM-TS or the next service provider.

(3) The Selected Agency shall also ensure that the ownership of NHM-TS in assets created out of

Government fund is protected.

(4) The Selected Agency shall take the responsibility of procurement and setting up of any

infrastructure and related assets in the manner stipulated in this RFP document. Any such

procurement and setting up of infrastructure shall be mandatorily done with the prior approval

of NHM-TS

(5) The Selected Agency shall be responsible to abide by the Standard Operating Procedures (SOPs)

and protocols to ensure a uniform practice to run the EMAS including operation of Ambulances,

Vehicles, 108- ERC, and 104 health help line service.

(6) The Selected Agency shall display SOPs, list of services provided, Patient referral etc.

(7) All instruments installed across the ambulances/vehicles have to calibrated and deemed fit for

medical use.

(8) The Selected agency shall ensure that the doctors prescribe only Generic name prescription.

Any non-compliance with the same, if observed would be dealt with appropriate action against

the Selected Agency.

(9) Providing round-the-clock response to emergencies/ issues arising with respect to the

performance of the equipment/ambulances/vehicles/call center, as per the specification and

standards and Key Performance Indicators of this Contract during normal operating conditions.

(10) Carrying out periodic preventive/ routine maintenance and ensuring that the

equipment/ambulances/vehicles/call center remains in good working condition. The Contract


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with NHM-TS will be premised on the Build, Operate, Transfer (BOT) Model with respect to the

108-ERC and the BOO Model with respect to the 108-EMAS and 102 AVS and the Selected

Agency shall account for the same in the cost quoted in the Financial Proposal

(11) In case the Contract is further extended between NHM-TS and Selected Agency beyond 5 (five)

years, then the Selected Agency shall continue to cover the insurance cost of the equipment

till the revised project duration (beyond 5 years).

(12) The Selected Agency shall procure and maintain adequate inventory of all spares and shall

procure only the best quality spares, which would be subjected to periodic inspection by the

representatives of the NHM-TS at NHM-TS discretion.

(13) Carrying out any upgradation of the equipment/ambulances/vehicles/call center software and

hardware and replacement of defect in any, if required, during the Contract Period.

(14) The Selected Agency shall also be required to submit various reports and information within

the stipulated time frame to the State and District Level Steering Committees formed

exclusively, for the overall supervision of the project, and other State and District level

authorities.

(15) The Selected Agency will be required to follow and comply to all the laws/ policies/ guidelines

related to data privacy and security in force.

(16) All data generated during the Contract Period shall be property of GoT/ NHM-TS. The Selected

Agency shall be responsible to prepare and hand over all documents/data/logs in the manner

specified by NHM-TS.

(17) The patient medical records data generated will not be used by the Selected Agency for any

purposes. This will be strictly confidential and secured by Selected Agency at all the times. All

the patient medical records related data to be transferred to NHM-TS on a periodic basis. Any

unauthorized sharing/ breach in patient’s medical records data will be dealt appropriately and

liable for prosecution by NHM-TS.

(18) The staff deployed by the Selected Agency, whether of medical or non-medical category, shall

be obliged to always protect the confidentiality of patients and with regard to all aspects of the

information provided by the patient including information relating to their personal and

domestic lives. The only exception to this mandate of confidentiality is if the law requires the

revelation of certain information, or if there is a serious and identifiable risk to a specific person

and / or community of a notifiable disease. As per Information Technology Act, 2000 and

Aadhaar Act, 2016 no report will be prepared with patients’ demographic details i.e., phone no

and Aadhaar ID. Necessary training must be imparted to the staff involved in the Project and

ensuring the Confidentiality of the patients.

(19) The Selected Agency shall maintain books of accounts recording all its receipts, income,

expenditure, payments, assets and liabilities, in accordance with the RFP terms and the

Contract, Good Industry Practice, Applicable laws and permits with respect to the services to

be provided.

(20) NHM-TS shall have the right to inspect the records of the Selected Agency during office hours

and request for copies of relevant extracts of books of accounts as per Applicable Laws.


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(21) The Selected Agency shall adhere to standard safety procedures, standard emergency

operating procedures, follow patient Safety Norms as per Good Industry practice while

providing the CERTS Services.

(22) The Selected Agency is responsible for the compliance of the statutory requirement under any

law in respect of any asset and operation of the Project. The Selected Agency shall be solely

responsible and liable for settlement of any penalty, loss or other legal consequences that may

arise out of noncompliance on the part of the Selected Agency.

(23) In case the Selected Agency fails to comply with the provisions of Applicable Laws and thereby

any financial or other liability arises on the NHM-TS by Court orders or otherwise, the Selected

Agency shall be fully responsible to compensate/ indemnify to the NHM-TS for such liabilities.

The extent of the Selected Agency’s liability shall be limited to the overall Project Cost for the

Contract Period. For realization of such damages, NHM-TS may even resort to the provisions of

any Act, which is in force or other laws as applicable on the occurrence of such situations.

(24) All guidelines and standards issued by Govt. of India and its agencies should be followed in

delivering of service wherever applicable. Selected Agency should comply with established

standards wherever applicable in the solution, approach and methodology towards operation

and management of the Project.

(25) The Selected Agency shall not accept for its own benefit any commission, discount or similar

payments in connection with the activities pursuant to discharge of his obligations under the

Contract, and shall use its best efforts to ensure that the Selected Agency’s personnel and

agents, either of them similarly shall not receive any such additional remuneration.

(26) The Selected Agency shall be expected to maintain and adhere to highest level of integrity.

B. 108 - EMERGENCY RESPONSE CENTER

(1) The software developed/customized for the system shall be audited by the agency from a

security & controls perspective in consultation with NHM-TS every 6 months. Such audit shall

also include the IT infrastructure and network deployed for system. Following are the broad

activities to be performed by the Agency as part of the security review:

(i) Audit of Network, Server and Application security mechanisms.

(ii) Assessment of authentication mechanism provided in the application /components/

modules.

(iii) Assessment of data encryption mechanisms implemented for the solution.

(iv) Assessment of data access privileges, retention periods and archival mechanisms.

(v) Server and Application security features incorporated etc.

C. AMBULANCES/ VEHICLES

With regard to Ambulances, the Selected Agency shall ensure the following:

(1) The Selected Agency will get the Schedule Service Calendar for the vehicle fleet and will provide its

compliance and reports to NHM-TS.


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(2) The Selected Agency will need to take care of all the equipment/tools/devices installed in the

Ambulances.

(3) In case of accidents or damage cost of repair/insurance to Ambulances shall be borne by the

Selected Agency.

(4) The Selected Agency shall be responsible to abide by the Standard Operating Procedures (SOPs)

and protocols to ensure a uniform practice for the operation of Ambulances.

D. MANPOWER MANAGEMENT

(1) The Selected Agency shall recruit, train and deploy qualified and suitable personnel for

implementation of the Project at various levels for operation and maintenance of all existing

services such as 108-ERC operation, fleet management, 108-Ambulances, 102 AVS as per

recognized norm duly approved by NHM-TS.

(2) In case the Selected Agency fails to comply with the provisions of Applicable Laws and thereby

any financial or other liability arises on the NHM-TS by Court orders or otherwise, the Selected

Agency shall be fully responsible to compensate/indemnify NHM-TS for such liabilities.

(3) The Selected Agency shall develop curriculum and training modules for State health staff as

required to improve emergency response at health facilities at the request of the Government.

(Government to bear expenses on such training and workshop). The aim would be to enhance

the capacity of the personnel involved in service provisioning in terms of knowledge and skills

through induction and periodic refresher trainings.

(4) The Selected Agency shall ensure strict adherence of the KPI’s as provided in the RFP document

by the manpower deployed by the Selected Agency.

(5) The Selected Agency be liable without limit (i) for death or personal injury caused to any third

party or its own employees, agents, contractors etc. by negligence of its employees acting in the

course of their employment; (ii) any other liability which by law either party cannot exclude.

This does not in any way confer greater rights than what either party would otherwise have at

law.

4.8 Exit Management Period

(1) The Selected Agency shall provide NHM-TS with an exit management plan ("Exit Management

Plan") as a deliverable in writing in relation to the Contract as a whole and in relation to Project

management, implementation, operation, compliance to KPI etc. within 30 (thirty) days from

the effective date of agreement signed between NHM-TS and Selected Agency and receive

approval upon the same from NHM-TS. In case of a Consortium being the Selected Bidder, The

responsibility of the execution of the entire exit management process shall vest solely upon the

SPV.

(2) The exit management period shall start,

(i) in case of expiry of agreement, 60 (sixty) days before the Contract end date; or

(ii) in case of termination of Contract, on the date when notice of termination of

Contract is sent by either of the parties.

(3) The exit management period shall end, on either of these dates, whichever is earlier,

(i) on any date agreed upon by the NHM-TS and the Selected Agency; or,

(ii) 30 (thirty) days after the Contract end date; or,

(iii) 60 (sixty) days from the date of notice of termination of Contract.


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(4) NHM-TS shall be entitled to serve notice in writing to the Selected Agency at any time during

the exit management period as detailed hereinabove requiring the Selected Agency to provide

NHM-TS with a complete and up to date list of the assets/ inventory/ tasks accomplished/

pending tasks etc. in relation to the Project.

(5) During the exit management period, the Selected Agency shall continue to provide seamless

services and fulfill performance obligations without any interruptions.

(6) The Exit Management Plan shall cover the following aspects of exit management, including but

not limited to:

(a) A detailed transfer process that could be used in conjunction with the next service provider

including details of the means to be used to ensure continuing provision of the

maintenance services throughout the transfer process or until the cessation of the services

and of the management structure to be used during the transfer.

(b) Plans for the communication with such of the Selected Agency staff, suppliers and any

related third party as are necessary to avoid any material detrimental impact on the CERTS

operations as a result of undertaking the transfer.

(c) Plans for provision of handholding support for a reasonable period after transfer to NHM-

TS and next service provider to be on-boarded.

(7) On request by NHM-TS, the Selected Agency shall effect such assignments in favour of NHM-

TS in relation to any equipment, maintenance or warranty service provision contract between

the Selected Agency and third party lessors, agencies are related to the services that NHM-TS

may require and are reasonably necessary for the carrying out of replacement of services.

(8) The Selected Agency shall comply with all other requirements as may be prescribed under

Applicable Laws to complete the assignment of all the rights, title and interest of the Selected

Agency free from all encumbrances absolutely and free of any charge or tax to NHM-TS.

(9) The responsibility shall vest with the Selected Agency for the smooth transition of services

during the exit management period. The responsibility of the Selected Agency shall only cease

upon the satisfaction of NHM-TS.

(10) The outgoing Service Provider shall only withdraw such assets (ambulances, IT hardware,

software, mobile application etc.), which bears the ownership/ authorship of the Service

Provider and was developed by the Service Provider for the purpose of providing services under

this RFP for the Contract Period. No asset (ambulances, IT hardware, software, mobile

application etc.) shall be taken away by the outgoing Service Provider that is under the

ownership of NHM-TS. In the event the Selected Agency takes possession/carries away any

asset belonging to NHM-TS, then the NHM-TS will be entitled to forfeit the Performance

Security in addition to taking any other recourse available under the law, including blacklisting

the Agency.

(11) The Selected Agency shall promptly on the commencement of the exit management period,

supply to NHM-TS the following:

(a) The Selected Agency shall in consultation with NHM-TS deliver the entire database, logs,

process documents, policies, relevant records, manuals, technical know-how, processes,

documentation, all artifacts of the project reports, maintenance records and manuals


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(training manuals and SOPs) pertaining to the Project.

(b) All the information relating to the current services being rendered; data on performance

of the services; Project’s Intellectual Property Rights; any Project specific documentation;

any other data and confidential information related to the Project; current and updated

Project/ 108-ERC data as is reasonably required in a readily available format for

transitioning of the services.

(c) All other information (including but not limited to documents, records and agreements)

relating to the services reasonably necessary to enable transition of the services to NHM-

TS or to the next service provider to carry out due diligence in order, as the case may be.

(12) Based on the approved exit management plan, the Selected Agency would work towards

handover of the Project operations to the next service provider. As mentioned above, only

selective hardware/ software etc. would be taken by the Selected Agency. However, all the

relevant information regarding the Project in terms of data, documents, files, SOPs/ guidelines,

database, process documents etc. would have to be handed over to NHM-TS and/or to the next

service provider.

(13) The exit management period would continue for 30 (thirty) days subsequent to Contract end

date with the Selected Agency. Only during this period, subsequent to Contract end date, the

Selected Agency would not be entitled to receive any payments from NHM-TS.

(14) In case the knowledge transfer and requisite information/ data/ documents/ SOPs etc. are not

transferred or shared by the Selected Agency with NHM-TS and/or the next service provider

within the defined timelines, NHM-TS will be entitled to forfeit the Performance Security in

addition to taking any other recourse available under the law, including blacklisting the

Selected Agency.


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4.9 Responsibilities of the GoT/ NHM-TS

(1) Toll free number: To provide support through necessary permissions and clearances for the

operation of the three-digit toll free numbers - 108 & 104, for EMAS and Health Helpline

Services, respectively.

(2) Provision for Space and Infrastructure: NHM-TS shall identify and handover currently available

space, if any and assets of the existing 108-ERC as per the terms and conditions of the RFP and

Contract. Any expenses for additional/ upgradation/ extension of space and infrastructure shall

not be borne by NHM-TS.

(3) Liaison with other Department and Agencies: Liaison with other Departments or authorities

critical to the functioning of EMAS like; Police, Fire, Transport, Labour, etc.

(4) NHM-TS shall provide appropriate assistance and issuance of office orders for implementation

of the project, so as to benefit maximum people of the state.

(5) Timely settlement of claims at the agreed terms in accordance with the provisions of the

Contract.

(6) To conduct regular monitoring and evaluation of the project activities based on quantifiable

indicators and reports received from the Selected Agency.

(7) NHM-TS would reserve the rights for independent verification of the activities and do periodic

assessments on various issues including but not limited to the concurrent processes followed

by Selected Agency.

(8) Prescribe various formats for reporting progress of the project. The Selected Agency may submit

their own reporting formats which could be used after due approval by NHM-TS.

(9) Coordinate with the Selected Agency for timeline compliant handover to the next service

provider during exit management period.

(10) Overall Monitoring & Supervision: NHM-TS shall constitute committees both at State and

District Level with appropriate delegation of powers to ensure smooth implementation and

operation of integrated 108 EMAS, 102 AVS, 104-HHL and the proposed services across the

State.

The following committees comprising of members mentioned below shall be constituted:

Committee 1 - State level Steering

Committee (Advisory Council) Committee 2 - Executive Committee

1. Chief Secretary

-Chairman of the Committee

1.

Principal Secretary, Health Medical &

Family Welfare – Chairman of the

Committee

2. Commissioner, HM&FW

2. Principal Secretary/Secretary, Health –

Convener 3. Mission Director, NHM

3. Director General, Fire Services 4. Director, Health Services

4. Director General of Police 5. Director of Medical Education

5. Commissioner HM&FW

6. Mission Director, NHM – Member

Secretary 6.

Special Officer, appointed for EMAS

Telangana

7. Head of the Selected Agency


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8. State Operation Head of the Selected

Agency

Functions of the Committees:

A. THE ADVISORY COUNCIL (State Level Steering Committee)

(i) The Advisory Council shall convene for a meeting at least once every 1 (one) year.

(ii) The Advisory Council shall review the performance/ implementation reports and

recommendations submitted by the Executive Committee and recommend to the NHM-TS

necessary improvements in Project implementation and to take appropriate corrective

measures.

B. THE EXECUTIVE COMMITTEE

(i) To monitor, govern and supervise the operations of CERTS in Telangana.

(ii) To review and approve the SOP developed by the Selected Agency for day to day

comprehensive emergency management and monitoring of Project operations.

(iii) To assess status of performance indicators in KPI as provided in RFP.

(iv) To review that the payments to the Agency are as per the provisions of the RFP/agreement.

(v) To issue necessary instructions/guidelines to improve the service delivery, optimum

utilization of funds etc.

(vi) To place review reports and recommendations before the Advisory Council.

(vii) To receive status reports, performance reports and other reports from the Selected

Agency.

(viii) To schedule atleast 1 (one) meeting convened by the Chairman every 3 (three) months or

even earlier as per necessity.

(ix) To provide platform for swift resolution of disputes referred to the Executive Committee by either or both parties

C. THE DISTRICT COMMITTEE

Committee 3 - The District Committee

1. District Collector - Chairman

2. Superintendent of Police

3. Chief Medical &Health Officer – Member Secretary

4. Commissioner Municipal Corporation

The District Monitoring Committee at the district level will convene atleast once in every 3 (three)

months. The Chief Medical and Health Officer as Member Secretary of the District Committee shall

review the performance and would be responsible for grievance redressal. The District Committee shall

review the following: -

(i) Operations of CERTS services with respect to attending emergencies and prenatal cases etc.

(ii) Transportation of cases to Government and other hospitals.

(iii) Status of ambulances.


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(iv) Coordinate the efforts for efficient implementation, operation and facilitating smooth

operation of emergency services in the district.

(11) MD, NHM-TS shall appoint a Special Officer, Resident Auditor and their team for monitoring of

the agreement who shall work under the overall supervision and control of the Mission Director,

NHM, TS. This officer shall act as interface between the parties and perform the following

functions with respect to EMAS services:

(i) Ensuring seamless coordination between the Government and the Selected Agency for

effective and efficient implementation of agreement.

(ii) Proactive role in strategic and operational planning of activities that would enhance the

value of the engagement, both existing and potential, and effective monitoring of the

outputs and outcomes of the Project activities.

(iii) Protecting the interests of the Government in consultation with the Selected Agency duly

ensuring that all major policy and operational decisions relating to the human resources,

procurement, financial management, management information system, etc. (limited to

Telangana operations) of the Selected Agency are shared with the Executive Committee.

(iv) Mandatory review of the performance of CERTS including all the reports

(v) Ensuring timely release of funds to the Selected Agency in accordance with the agreement

and follow-up action thereof.

(vi) Ensuring proper upkeep and maintenance of assets that are purchased with the

Government funds that are under the control of the Selected Agency for delivery of

services.

(vii) Anticipate and alert the Government of any problems that might have a direct impact on

the quality of services.

(viii) Supervise the fleet management, data management, HR management etc. periodically and

keep the Government informed.

(ix) Ensuring implementation of all provisions of the RFP/agreement before recommending the

release of monthly payment.

(x) Monitoring the implementation of all clauses in the RFP/agreement.

(xi) Ensuring optimum utilization of ambulance services through rational deployment across

state.

(xii) Submission of specified periodical reports to Government through NHM-TS on operational

performance.

(xiii) Co-ordination with DMHOs for smooth functioning and appropriate grievance redressal in

districts.

(xiv) Any other task assigned by the Government from time to time based on the circumstances

D. Program Management

The program Management & implementation support shall be extended by TSTS in coordination

with department wing.

4.10 Project Timelines and Completion Schedule for the services

1. The Selected Agency has to operationalize the services across all districts in a single phase from the

date of signing of agreement without any interruptions to the current operations.


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2. In the event that NHM-TS issues such orders/ instructions whereby the commencement/

operationalization/ deployment of either or all of the CERTS services (108-ERC, 108 EMAS, 102 AVS

and 104- Health Helpline) is delayed for any reason and authorized by NHM-TS, then no penalty

shall be imposed on the Selected Agency for such delay from the prescribed timelines

3. The Selected agency must take over the handover of the assets including IT and hardware

infrastructure from the previous service provider within 10 days’ time from the date of signing as

agreement with the Selected Agency.

4. The Selected Agency shall be required to undertake the following pre-commencement preparations:

i. Assessment, Scoping and Survey Study: Conduct a detailed assessment, survey, gap analysis, scoping study and develop a comprehensive project plan.

ii. Undertake study review of existing ambulance/ vehicle deployment plan, call flows and conduct workload mapping, geographical and population mapping and provide a revised deployment plan to NHM-TS for approval

iii. Assess existing systems, existing infrastructure and connectivity at the emergency response center.

iv. Receive access to the existing available hardware/software at ERC and provide the remaining required IT infrastructure including all the required software licenses, GIS licenses, data base, operating system, servers, security hardware and software, workstations, internet connectivity and other associated hardware like switches, routers etc. for the project

v. Arrange for updates and patches in the installed software.

vi. The Selected Agency should do required site preparation, passive cabling, civil work like partitioning, furniture and fixture, wiring, electrification etc. along with providing power back up (UPS/DGSET), attendance system for 24 *7 running of emergency response center.

vii. Arrange for regular preventive and corrective maintenance of the system & all the components provided.

viii. Develop training manuals and schedules of deployed staffs at the ERC, drivers, EMTs etc. including operational manuals, training documents etc.

ix. Develop standard operating procedures for operations management and other services to be provided by the agency

x. Conduct Security audit

5. To avoid disruption to the present operation of the 104 Health Help Line Service, Selected Agency

shall take over operations from existing service provider and continue uninterrupted operations.

The timeline to be followed by the Selected Agency shall be as follows:

Part A: For Setting up and Commissioning of 108 ERC

S. No. Name of the deliverable/Activity Timelines in Days

1 Gap Assessment and Identification, Detailed Project Plan & Site Preparation Plan

T0 + 15 days

2 Solution Implementation at Call Centre and Fleet Vehicles (Installation of all hardware, software, GPS, networking devices, other related components and their Integration)

T0 + 45 Days

3 Manpower Onboarding T0 + 45 Days


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4 Go-Live T0 + 60 Days

* Where T0 is time of contract sign-off with Selected Agency(s)

Part B: For Setting up and Commissioning of 108 -Ambulances


1 Existing fleet survey and submission of report T0 + 20 Days

2 Driver and EMT background verification/ onboarding/training for existing fleet

T0 + 45 Days

3 Manpower onboarding and training for existing fleet T0 + 45 Days

4 Transition and Go-Live for existing & additional fleet (Existing- 396 BLS +30 ALS + 50 Bike Ambulances)

T0 + 60 Days

5 Additional BLS and ALS ambulances T0 + 120 days

* Where T0 is time of contract sign-off with Selected Agency(s)

Part C: For Setting up and Commissioning of 102 AVS Vehicles


1 Initial assessment and submission of report T0 + 20 Days

3 Integration of current Service Provider’s 102 AVS vehicles with ERC solutions

T0 + 60 Days

3 Transition and Go-Live of 102 AVS additional fleet (300 – immediately after expiry of current contract Jan 2023)

T0 + 180 Days

Part D: For Setting up and Commissioning of 104 Health Helpline Service


1 Gap Assessment and Identification, detailed Project Plan & Site Preparation Plan

T0 + 20 Days

2 Manpower Absorption and Onboarding T0 + 45 Days

3 Solution Implementation at Call Centre (Installation of all hardware, software, networking devices, other related components and their Integration)

T0 + 45 Days

4 Transition and Go-Live T0 + 60 Days


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Part E: For Development and Launch of Application mentioned in 4.2 Part- E of this RFP


1 Requirement Gathering Activities T0 + 15 Days

2 Detailed Project Preparation Plan T0 + 25 Days

3 Manpower onboarding T0 + 45 Days

4 Development, Testing, Integration, Implementation T0 + 45 Days

5 Go-Live T0 + 60 Days

Commencement of Service NHM-TS shall issue a letter for commencement of services to the Selected Agency post which the

Selected Agency shall commence the services envisaged under the RFP. The issue of the letter of

commencement shall be subject to following confirmations:

• 108-ERC and all related infrastructure requirements have been met in all respect as per the terms

and conditions mentioned in this RFP.

• Ambulances and vehicles are equipped and furnished in all respect as per timelines.

• All statutory requirements under applicable statutory laws to run the service have been complied

with by the Agency.

• The Selected Agency shall commence the different services under the Project as per agreed timeline

mentioned in RFP document. If the Selected Agency fails to commence the service as specified

herein, the NHM-TS may, unless it consents to the extension of time thereof, forfeit the

Performance Security and appropriate the same.


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SECTION 5. PAYMENT TERMS

5.1 Invoicing & Payment

5.1.1 Invoicing (Opex)

(a) The Selected Agency shall submit the invoice on a monthly basis indicating combined

operational expenditure (“Opex”) based on the rates quoted in the financial format and as

mentioned below:

i. For 108 Ambulances

a) Quote for O&M of per vehicle per month for Govt. owned ALS vehicles

b) Quote for O&M of per vehicle per month for Govt. owned BLS vehicles

c) Quote for O&M of per month per each of Govt. owned Bike ambulances

d) Quote for O&M of per vehicle per month for Agency provided ALS vehicles

e) Quote for O&M of per vehicle per month for Agency provided BLS vehicles

f) Quote for O&M of per month per each Agency provided Bike ambulances

ii. For 102 Amma Vodi Service vehicles

a) Quote for O&M of per vehicle per month for Agency provided 102 Amma Vodi vehicles

iii. For 104 Health Helpline Service

a) Quote for O&M of per Seat per month for 104 Health Helpline Service

iv. For Hearse Vehicles

a) Quote for O&M of per vehicle per month for Govt. owned Hearse vehicles

b) Quote for O&M of per vehicle per month for Agency provided Hearse vehicles

v. For Video Wall Setup

a) Quote for one time Setup of Video Walls

(b) The Invoice submitted by the Selected Agency shall be inclusive of all expenses/ costs towards

but not limited to:

(i) Manpower costs: Salaries and allowances of all staff deployed by the Selected Agency in 108

ambulances, 102 Amma Vodi Services vehicles, Free Hearse Services Vehicles, at the 108-

ERC, 104 Health Helpline, and State Head office, at the zonal and district levels, staff

insurance, staff recruitment & training, staff uniforms, staff conveyance and travelling

charges.

(ii) All costs for installation, license fees, operation, maintenance, monthly charges, renewal

charges for the satellite connected GPS services, GIS services, MDT systems and LBS

technology in all ambulances and vehicles.

(iii) Comprehensive maintenance cost/ Annual maintenance charges for all ambulances and

vehicles, both handed over and Agency provided, ambulance insurance (post deployment),


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and for hardware, software, license fee, equipment etc. at 108-ERC and any other asset

insurance.

(iv) All upgradation costs for existing hardware, software, servers, voice solutions, and all other

equipment and solutions.

(v) All maintenance costs for existing hardware, software, servers, voice solutions, and all other


(vi) Fuel and refueling costs of all ambulances and vehicles irrespective of variations in the fuel

prices (both handed over and Agency provided).

(vii) All the IT systems/ software’s to be deployed such as Mobile Display Terminals (MDT), Fleet

Management System (FMS), Inventory Management System etc.

(viii) Ambulance mobile phones

(ix) Telephone charges, Mobiles, PRI line, internet connectivity charges.

(x) Rent for all other space/buildings except for existing 108-ERC operated Hyderabad;

(xi) Electricity, water and other utility charges.

(xii) Road tax, taxes, duties, fees, toll charges.

(xiii) Medicines, equipment and consumables to be provided in ambulances/ vehicles.

(xiv) postage & courier, printing and stationery; and

(xv) Any other heads of miscellaneous expenses.

(xvi) Any other stipulations of the RFP.

(c) Prices (inclusive of all taxes), to be charged by the Selected Agency for provision of services in terms of the Contract shall not vary from the prices agreed upon in the Financial Proposal/ Contract.

(d) The contracted rates for each of the services would be adjusted annually. The annual increment

shall be made according to annual percentage change up to a maximum of percentage that is

equivalent to the impact of the Salary increments to the fleet management staff (EMT, Pilot)

only. There shall be no revision

(e) The Selected Agency shall not raise any invoice against services being delivered at 108 ERC as

all the payments under this RFP shall be released as the operational expense cost against

monthly bills on the basis of parameters mentioned in the Financial Proposal submitted by the

Selected Agency.

(f) The Selected Agency shall not be reimbursed any cost for capital expenditure (“Capex”) related

to the procurement of ambulances, equipment for 108-ERC or for any additions or

improvements or civil work undertaken by the Selected Agency under the Project.

5.1.2 Payment

(a) The Selected Agency shall not be paid any Advance/ Mobilization Advance by NHM-TS.

(b) The Payment to the Selected Agency shall be on a “Monthly” basis.

(c) NHM-TS shall review the documents and release 90% (ninety percent) of the monthly invoice

payment, within 1 (one) Month from the date of receipt of monthly invoices submitted by the

Selected Agency. Remaining 10% (ten percent) of the monthly invoice payment, shall be

released after adjustment and deduction of applicable penalties, within 15 (fifteen) working


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days from the date of receipt of monthly invoices submitted by the Selected Agency, subject to

Selected Agency supplying all the verification proofs and calculations in requisite formats as

required by NHM-TS. The disputed amount, in lieu of applicable penalties, if any, shall be

adjusted and released in the next monthly billing cycle, as applicable. The Payment shall be

made in the following manner

Sl. No. Component Payment within 15 Days of Invoice Submission

Payment after verification of SLA

1 108 Ambulances Services 90% 10%

2 102 Amma Vodi Services 90% 10%

3 104 Health Helpline 100% --

4 Free Hearse Services 90% 10%

5 Video Wall Setup 100%

(d) The Selected Agency shall not be paid any extra charges (or any out-of-pocket expense) against

such items which are required for due performance of the Project obligations.

(e) The payment to the Selected Agency will be subject to TDS as per Income Tax Rules/ GST (if

applicable) and other statutory deductions as per Applicable Laws.

(f) GST, if applicable, should not be included in the Proposal price and shall be paid by NHM-TS

separately on prevailing rates. All other taxes, duties, license fee and levies shall be including in

the Proposal price.

(g) The payment to the Selected Agency shall be made subject to:

(i) all taxes, duties statutory contributions such as EPF, ESIC etc. and salaries and wages

of the deployed/hired employees due and payable by the Selected Agency for and

in respect of the Project.

(ii) all payments relating to, subject to and in accordance with the conditions, set forth

in the RFP.

(iii) all payments and Damages certified by NHM-TS as due and payable to it by the

Selected Agency.

(h) All the remittances due to the Selected Agency for all payments relating to monthly

reimbursement of the invoices or any other payments related to the Project that shall become

due in favor of the Selected Agency.

(i) All the payments will be made in Indian Rupees only.

(j) NHM-TS further reserves the right to impose financial penalties if major irregularities/deviations

from performance obligations are proven on part of the Selected Agency during Contract Period.

(k) No payments would be released to the Selected Agency till the Selected Agency provides the

following proofs along with the invoices:

(1) GPS reports.

(2) Maintenance reports.

(3) Any other documents as may be required by NHM-TS from time to time.

5.2 Disputed Invoice

In case of a dispute on the invoice amount, or any other payment related matter; such matter shall be


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discussed with NHM-TS and/ or any other authority designated by the Nodal, NHM-TS. In such cases, the Selected Agency, shall produce requisite supporting documents, communications, acknowledgement of the NHM-TS, etc. to support the disputed Invoice amount, or any other payment related matter; however, the decision of the Nodal, NHM-TS in this matter shall be considered as final. Any dispute or difference or claim arising out of or in relation to the terms of the RFP, will be settled by reaching a mutual understanding and amicable settlement between the parties.


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SECTION 6. KPIs AND PENALTY

The Key Performance Indicators below defines the terms of the Selected Agency’s responsibility in

ensuring the timely delivery of the scope of work, quality of deliverables and other aspect of selection

as per the RFP. The KPIs mentioned below are not exhaustive and any addition/ deletion to this list of

KPIs shall be with the mutual consent of both NHM-TS and the Selected Agency.


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6.1 KPIs & Penalty

Operational Parameters/ Implementation Activity /Penalties

S. No Key Performance

Indicators Compliance Benchmark

Calculation Process/Documents for Verification

Validation Frequency

Penalty (Liquidated Damages)

Centralized Call Centre Based Service: 108 Integrated Call Center

1. Average speed to answer (ASA)

85%

System generated report The waiting time in Automatic Call Distributor (ACD) queue after pressing prescribed digit to talk to the agent but before being answered by the agent

Monthly

0.1% of monthly bill value of 108 ambulance for each 1% less than permissible limits of 85% calls attended within 6 (six) seconds from the caller choosing to speak to an agent

2. Call abandoned Rate should be less than 1%

100%

System Generated Unattended/ abandoned calls report Abandoned rate is the number of calls that are abandoned while the customer is waiting for an agent

Monthly

0.1% of each % point beyond permissible limits of 1%, calculated on monthly bill value of 108 ambulances Explanation- In case call abandoned rate is in fraction, Penalty shall be calculated by rounding off the digit to the next whole number (below 0.50% - no rounding off above 0.50% rounded off to 1%) Note: If calls remain unanswered whether received from

a unique number or otherwise, the same shall be

considered as Abandoned calls only. (Abandoned


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call is the call which remains unanswered under

this RFP

3.

108- ERC Downtime beyond permissible limit of 0.1%, calculated in a month.

99.90%

Downtime shall include mechanical or operational related reasons and shall be non-cumulative. Average down time each month allowed upto limit of 0.1%” System Generate Down Time Report

Monthly @INR 10,000/- per hour of downtime beyond permissible limits.

108 Emergency Medical Ambulance Service

1.

Complete operationalization of ALS, BLS and Bike ambulances across state. (deployment of total number of ambulances mentioned in RFP for 108)

100% Milestone completion certificate issued by Authorized NHM-TS official

As per Project timelines and completion schedule

@ INR 1000/- per day/ vehicle for delay in deployment post completion of timelines as per timelines provided under the RFP

2.

Response Time: (a) Urban- 18 minutes (b) Rural- 25 minutes (b) Tribal- 30 minutes (Response time shall be inclusive of call to dispatch

100%

To be calculated as monthly average over the entire fleet of vehicle – ALS, BLS and Bike ambulance (As mentioned in RFP) System Generated Vehicle Response Time report

Monthly

0.1% of the total monthly billing amount for 108 ambulances per each minutes of such delay for defined category Explanation: In case response time is 18.5 or above or 25.5 or above, Penalty shall be calculated by rounding off


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and time taken for ambulance to move from base/ diversion point to scene)

to the next whole no. i.e., 19 or 26 minutes, respectively

3.

At any given point of time more than 95% of the ambulances (ALS, BLS and Bike) shall be on road (ready to attend the emergency call with all major equipment functional including the GPS device)

90%

System Generated Vehicle Off Road Report *Off Road - Vehicle not available for service beyond 24 hrs. at a single instance

Monthly @ INR 500/- per day/vehicle beyond 24 hrs.

4.

The off-road days for preventive and breakdown maintenance would be accumulated @ 60 hours per vehicle per completed month.

60 hours per month per vehicle

System Generated Vehicle Activity Summary Report Allowed off-road days of 60 hours per month do not include Force Majeure cases including accident and mob violence. However, it covers all other maintenance including routine or preventive.

Monthly

@ INR 500/- per day per vehicle /ambulance beyond permissible limit of 60 hrs. in a month Note: The accumulation and carry over of off-road hours to next month shall be allowed. However, no ambulance (ALS/ BLS) shall be allowed to be off road for more than balance accumulated road days in a year. From next year onwards [i.e., post 12 (twelve) months of project initiation), it will be counted as a fresh quota and previous year accumulation of off-road hours shall not be carried forward


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5.

The devices such as GPS, MDT and Vehicle Tracking System (VTS) installed in all the deployed/ hired/ handed over ambulances/ vehicles shall have an uptime of 98%

98%

Penalty shall be calculated on day basis for each vehicle beyond the limit of 2%. If more than 2% defunct/not reporting, then no payment shall be made for those vehicles (other than 2% limit) in which GPS system is defunct/not reporting till it becomes functional. System generated Reports from respective software’s

Monthly Beyond 2% limit, no payment (on day basis) shall be made for those ambulances in which GPS is defunct/not reporting

6.

Any deficiency/ shortfall/ default of service found on inspection by NHM-TS authorized officials at State level/ Zonal level/ District level/ Block level

100%

Deficiency of service shall be considered to be inclusive of but not limited to below mentioned scenarios (i) Unavailability/ non- functioning of any medical/ non-medical equipment in the ambulance (ii) Unavailability of Medical/ nonmedical consumables (iii) Non-maintenance of cleanliness and hygiene within the ambulance (iv) Improper maintenance/ non-up-dation of logbook, stock register, PCR record, vehicle maintenance record as prescribed by NHM-TS; (v) Non-functioning of Air- conditioning of Ambulance.

Random onsite verification by NHM-TS designated officials

@INR 1,000/- per ambulance for every shortfall/ default detected beyond 15 days of identification for rectification


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(vi) Any other incidence as determined by inspecting officer and approved by Nodal Officer

7. Not availed case (Base to scene time)

100% System Generated Not Availed Cases Reports

Monthly

If ambulance reaches after stipulated response time (18 mins in urban areas, 25 minutes in rural area and 30 minutes in Tribal areas) causing patient to leave scene by other means, and if services are denied then @ INR 5000/- per day/ vehicle for each such incident shall be levied

8.

Real time availability of medical and non-medical equipment in the ambulances

100% Inventory Management System reports Monthly @INR 200/- per ambulance for every shortfall per day

102 Amma Vodi Service Vehicles

1.

Complete operationalization of vehicles across state (deployment of total number of vehicles mentioned in RFP within 30 days post the expiry of current contract)

100% Milestone completion certificate issued by MD NHM-TS

As per Project timelines and completion schedule

@ INR 500 per day/vehicle for delay in deployment post completion of timelines as per timelines provided under the RFP

2. Response Time: (a) Urban- 18 minutes

95% To be calculated as monthly average over the entire fleet of 102 AVS Vehicles

Monthly 0.1% of the total monthly billing amount of 102 AVS per each minute of such delay for defined category


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(b) Rural- 25 minutes (b) Tribal- 30 minutes (Response time shall be inclusive of call to dispatch and time taken for ambulance to move from base/ diversion point to scene)

System Generated Vehicle Response Time report

Explanation- In case response time is 18.5 or above or 25.5 or above, Penalty shall be calculated by rounding off to the next whole no. i.e., 19 or 26 minutes, respectively

3.

At any given point of time more than 90% of the vehicles shall be on road (ready to attend the emergency call with all major equipment functional including the GPS device)

90%

System Generated Vehicle Off Road Report *Off Road - Vehicle not available for service beyond 24 Hrs at a single instance

Monthly @ INR 500/- per day/ 102 vehicle Beyond 24 hours

4.

The off-road days for preventive and breakdown maintenance would be accumulated @ 60 hours per vehicle per completed month.

60 hours per month per vehicle

Allowed off-road days of 60 hours per month do not include Force Majeure cases including accident and mob violence. However, it covers all other maintenance including routine or preventive. System Generated Vehicle Activity Summary Report

Monthly

@ INR 500/- per day per vehicle / ambulance beyond permissible limit of 60 hrs. in a month Note : The accumulation and carry over of off-road hours to next month shall be allowed. However, no 102 AVS shall be allowed to be off road for more than balance accumulated road days in a year. From next year onwards [i.e., post 12 (twelve) months of project initiation), it will be counted as a fresh


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quota and previous year accumulation of off-road hours shall not be carried forward

5.

The devices such as GPS, MDT and Vehicle Tracking System (VTS) installed in all the deployed/ hired/ handed over ambulances/ vehicles shall have an uptime of 98%

98%

Penalty shall be calculated on day basis for each vehicle beyond the limit of 2%. If more than 2% defunct/not reporting, then no payment shall be made for those vehicles (other than 2% limit) in which GPS system is defunct/not reporting till it becomes functional. System generated Inventory Management Report

Monthly Beyond 2% limit, no payment (on day basis) shall be made for those ambulances in which GPS is defunct/not reporting

6.

Any deficiency/shortfall/default of service found on inspection by NHM-TS authorized officials at State level/ Zonal level/ District level/Block level

100%

Deficiency of service shall be considered to be inclusive of but not limited to below mentioned scenarios (i) Non-maintenance of cleanliness and hygiene within the vehicle (ii) Improper maintenance/ non-up-dation of logbook, PCR record, vehicle maintenance record as prescribed by NHM-TS; (iii) Any other incidence as determined by inspecting officer and approved by Nodal Officer

Random onsite verification by designated NHM-TS officials

@INR 1,000/- per ambulance for every shortfall/ default detected beyond 15 days of identification for rectification


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7. Not availed case (Base to scene time)

100% System Generated Not Availed Cases Reports

Monthly

If vehicle reaches after stipulated response time (18 mins in urban areas and 25 mins in rural area) whereby patient left scene by other means, then said kms would not be considered for billing purpose

104 Health Helpline

1. Average speed to answer (ASA)

85%

The waiting time in Automatic Call Distributor (ACD) queue after pressing prescribed digit to talk to the agent but before being answered by the agent

Monthly 1% of monthly billed value for 104 Health Helpline for <85% call attended within 12 (twelve) seconds from the caller choosing to speak to an agent

2. Call abandoned Rate should be less than 1%

100%

System Generated Unattended/ abandoned calls report Abandoned rate is the number of calls that are abandoned while the customer is waiting for an agent

Monthly

0.1% of each % point beyond permissible limits of 1%, calculated on monthly bill value of 108 services Explanation- In case call abandoned rate is in fraction, Penalty shall be calculated by rounding off the digit to the next whole number (below 0.50% - no rounding off above 0.50% rounded off to 1%) Note: If calls remain unanswered whether

received from a unique number or otherwise, the

same shall be considered as Abandoned calls only.

(Abandoned call is the call which remains

unanswered under this RFP


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3.

104 Health Helpline Downtime beyond permissible limit of 0.1%, calculated in a month.

99.90%

Downtime shall include mechanical or operational related reasons and shall be non-cumulative. Average down time each month beyond allowed limit of 0.1%. System Generate Down Time Report

Monthly @ INR 5000/- per hour of downtime beyond permissible limits

4.

Manpower availability at the 104-Helpline: -Clinical Psychologists; - Team Lead

100%

Daily absent for more than one hour during working hours (System Login attendance report)

Monthly 150% of the proportionate charges per resource per day

Note:

(1) The maximum monthly penalty that maybe imposed on the Selected Agency shall be capped at 10% (ten percent) of the total monthly billing amount.

(2) The Selected Agency shall take due precautionary measures/ steps for prevention of complete or partial disruption of any of the services under the Project on

account of Strikes/ Lockdown/ Gherao/ mass absenteeism by Selected Agency’s deployed ambulance staff/ management staff due to internal issues within the

Selected Agency. The list may include incidences of non-payment of wages, salaries, shortage of amenities etc. (incidences mentioned here are not exhaustive).

Any such incidents would invite penalties subject to permissible off-road period for such ambulances/vehicles. The non-operative period of the services as

above shall also attract, an additional 20% (twenty percent) penalty of the total billable amount for such ambulance/ vehicle in the respective month

(3) The Selected Agency must ensure an uninterrupted functioning of the 108 -ERC. Moreover, they shall also make adequate arrangements/ tie-ups with different telecom operators in order to ensure uninterrupted functioning and uptime of 99.90% of the 108-ERC at all the times during the Contract Period

(4) GPS reports should be submitted by the Selected Agency along with monthly claim to validate the claim. The system/ software deployed by the Selected Agency

at 108 ERC, for management of ambulance/ vehicle dispatches, must have the functionality and capability of generating reports required for periodic monitoring

of the Project. NHM-TS shall provide the requisite formats for the reports at the time of signing of Contract with the Selected Agency, which the Selected Agency

shall have to mandatorily integrate within their system. The reports to be generated shall include:


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(i) Report on daily/ weekly/ monthly/ annual vehicle –wise operational kilometers and attended cases (ii) Report on daily/ weekly/ monthly/ annual off-road hours with reasons vehicle-wise (System Generated Vehicle Activity) (iii) Performance Report (response time, Unattended/ abandoned calls report, not availed cases etc.) (iv) Any other report as required by NHM-TS

The Selected Agency must necessarily provide access and login credentials/ rights to NHM-TS designated officials to retrieve these reports from the Selected

Agency’s system

(5) Selected Agency shall go to the destination by following shortest possible route and shall avoid detouring the ambulance/vehicle. In case, detouring is done due

to reasons beyond the control of the Selected Agency, the same shall be reasoned out in the monthly claim.

(6) Penalty, if any, shall be imposed for non-compliance of performance parameters.

(7) NHM-TS shall recover penalties/liquidated damages at first instance from the amount due to the Selected Agency in the billed month, then from the invoices of

the subsequent month and thereafter, from the Performance Security furnished by the Bidder. If penalties or any other payment recovered from Performance

Security, then the Selected Agency is required to replenish the Performance Security to make it to its original amount within 30 (thirty) working days from such

deductions. The balance, if any, shall be demanded from the Selected Agency and when recovery is not possible, NHM-TS shall take recourse to law in force.

(8) These penalties will be monitored and deducted for the entire Contract Period on a monthly basis. KPI adherence will be monitored on monthly basis by NHM-

TS designated Nodal or authorized officer(s) or representative and/ or any third party.


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SECTION 7. GENERAL TERMS OF RFP

7.1 Period of Contract

5.3.1 The Contract will be signed with the selected bidder (the “Selected Bidder”) initially for a period

of 5 (five) years (“Contract Period”). The Contract, post 5 (five) years, may be extended further

based on the performance of the Selected Agency at the sole discretion of NHM-TS only.

7.2 Performance Security

5.4.1 Performance Security equivalent to 5% (five percent) of the Annual Project Cost (“Performance

Security”) shall be furnished from a Nationalized/ Scheduled Bank, before execution of the

Contract, in the form specified in this RFP. The Selected Bidder shall supply the Performance

Security on an annual basis instead of supplying the Performance Security together for 5 (five)

years.

5.4.2 The Performance Security will be retained by NHM-TS until the completion of the Project by the

Selected Agency and be released 60 (sixty) days after the completion of the Project. In case the

Selected Bidder is a Consortium, then the Performance Security shall be furnished in the name

of the SPV before execution of the Contract and, thereafter during Contract Period.

5.4.3 The Performance Security shall be returned upon being satisfied that there has been due

performance of the obligations of the Selected Agency under the Contract. However, no

interest shall be payable on the Performance Security.

5.4.4 The Performance Security may be invoked on violation of any of the conditions given below:

(i) The Selected Agency is not able to deliver services as per KPIs as set out in the Contract.

(ii) The Selected Agency or its employee(s) is involved in any unlawful activity during its

engagement with NHM-TS.

(iii) In case Selected Agency fails to comply with approved Exit Management Plan.

5.4.5 The Selected Agency shall keep the Performance Security replenished at all times. Such

replenishment may be required if the NHM-TS has withdrawn/ deducted from the Performance

Security owing to a default and the replenishment shall have to be done by the Selected Agency

within 30 (thirty) working days of the withdrawal by NHM-TS from the Performance Security.

Failure to do so on part of the Selected Agency shall result in an event of default by the Agency.

7.3 Confidentiality

7.3.1 This document is meant for the specific use by such parties who are interested to participate

in the current tendering process. This document in its entirety is subject to Copyright Laws.

National Health Mission, Telangana expects the Bidders or any person acting on behalf of the

Bidders to strictly adhere to the instructions given in the document and maintain

confidentiality of information.


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7.3.2 The Bidders shall be held responsible for any misuse of information contained in the

document, and liable to be prosecuted by the NHM-TS in the event that such a circumstance

is brought to the notice of NHM-TS. By downloading/purchasing the document, the interested

party is subject to confidentiality clauses.

7.3.3 Information relating to the examination, clarification, evaluation and recommendation for the

Bidders shall not be disclosed to any person who is not officially concerned with the process

or is not a retained professional advisor advising the NHM-TS in relation to, or matters arising

out of, or concerning the Selection Process. NHM-TS will treat all information, submitted as

part of the Proposal, in confidence and will require all those who have access to such material

to treat the same in confidence. NHM-TS may not divulge any such information unless it is

directed to do so by any statutory entity that has the power under law to require its disclosure

or is to enforce or assert any right or privilege of the statutory entity and/ or the NHM-TS or

as may be required by law or in connection with any legal process.

7.3.4 The Selected Agency shall comply with all the Applicable Laws including but not limited to all

acts, amendments, rules, guidelines, notifications as issued by Central Government /State

Government/ MoHFW/ NHM-TS in connection to protection of data privacy and

confidentiality as applicable on the Project.

7.4 Interference with Tender Process

7.4.1 For a Bidder who withdraws from the Tender Process after opening of Financial Proposal /

withdraws from the Tender Process after being declared the Selected Bidder / fails to enter

into Contract after being declared the Selected Bidder / fails to provide Performance Security

or any other document or security required in terms of the RFP document after being declared

the Selected Bidder, without valid grounds, shall, in addition to the recourse available in the

RFP document or the Contract, EMD submitted shall be forfeited.

7.5 Fraud and corrupt practices

5.5.1 The Bidders and their respective officers, employees, agents and advisers shall observe the

highest standard of ethics during the Selection Process. Notwithstanding anything to the

contrary contained in this RFP, the NHM-TS will reject a Proposal without being liable in any

manner whatsoever to the Bidder, if it determines that the Bidder has, directly or indirectly or

through an agent, engaged in corrupt practice, fraudulent practice, coercive practice,

undesirable practice or restrictive practice (collectively the “Prohibited Practices”) in the

Selection Process. In such an event, the NHM-TS will, without prejudice to its any other rights

or remedies, forfeit and appropriate the Earnest Money Deposit, as mutually agreed genuine

pre-estimated compensation and damages payable to the NHM-TS for, inter alia, time, cost and

effort of the NHM-TS, in regard to the RFP, including consideration and evaluation of such

Bidder’s Proposal.

5.5.2 Without prejudice to the rights of the NHM-TS under the Clause 7.5 hereinabove, hereinabove

and the rights and remedies which the NHM-TS may have under the Work Order or the

Contract, if a Bidder or Agency, as the case may be, is found by the NHM-TS to have directly or


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indirectly or through an agent, engaged or indulged in any corrupt practice, fraudulent practice,

coercive practice, undesirable practice or restrictive practice during the Selection Process, or

after the issue of the Work Order or the execution of the Contract, such Bidder or Agency shall

not be eligible to participate in any tender issued by the NHM-TS during a period of 3 (three)

years from the date such Bidder or Agency, as the case may be, is found by the NHM-TS to have

directly or through an agent, engaged or indulged in any Prohibited Practices.

5.5.3 For the purposes of the Clause 7.5.2 hereinabove, the following terms shall have the meaning

hereinafter respectively assigned to them:

(a) “corrupt practice” means (i) the offering, giving, receiving, or soliciting, directly or

indirectly, of anything of value to influence the action of any person connected with the

Selection Process (for avoidance of doubt, offering of employment to or employing or

engaging in any manner whatsoever, directly or indirectly, any official of the NHM-TS who

is or has been associated in any manner, directly or indirectly with the Selection Process

or the work order or has dealt with matters concerning the Contract or arising there from,

before or after the execution thereof, at any time prior to the expiry of one year from the

date such official resigns or retires from or otherwise ceases to be in the service of the

NHM-TS, shall be deemed to constitute influencing the actions of a person connected with

the Selection Process; or (ii) save as provided herein, engaging in any manner whatsoever,

whether during the Selection Process or after the issue of the Work Order or after the

execution of the Contract, as the case may be, any person in respect of any matter relating

to the Project or the Work Order or the Contract, who at any time has been or is a legal,

financial or technical consultant/ adviser of the NHM-TS in relation to any matter

concerning the Project;

(b) “fraudulent practice” means a misrepresentation or omission of facts or disclosure of

incomplete facts, in order to influence the Selection Process.

(c) “coercive practice” means impairing or harming or threatening to impair or harm, directly

or indirectly, any persons or property to influence any person’s participation or action in


(d) “undesirable practice” means (i) establishing contact with any person connected with or

employed or engaged by the NHM-TS with the objective of canvassing, lobbying or in any

manner influencing or attempting to influence the Selection Process; or (ii) having a

Conflict of Interest; and

(e) “restrictive practice” means forming a cartel or arriving at any understanding or

arrangement among Bidders with the objective of restricting or manipulating a full and

fair competition in the Selection Process.

7.6 Debarment from Bidding

5.6.1 If NHM-TS finds that a Bidder has breached the code of integrity prescribed in Clause 7.5

hereinabove, it may debar the Bidder for a period of 3 (three) years.

5.6.2 Where the entire EMD or the entire Performance Security or any substitute thereof, as the case


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may be, of a Bidder has been forfeited by NHM-TS in respect of the Selection Process or

procurement Contract, the Bidder shall be debarred from participating in any Tender Process

undertaken by NHM-TS for a period of 3 (three) years.

5.6.3 NHM-TS shall not debar a Bidder under this section unless such Bidder has been given a

reasonable opportunity of being heard.

7.7 Language

7.7.1 Bidder shall deliver all Bidding documents in English language only.

7.7.2 If any other documents submitted as part of the Proposal are in a language other than English

or Hindi, the Bidder shall submit an English translation for the same, which is duly attested

and notarized as per applicable laws along with the copy of the original document. For all

purposes of evaluation of the Proposal, the translation provided in English shall prevail.

7.7.3 The Contract as well as all correspondence and documents relating to the Contract exchanged

by the Selected Bidder/Agency and NHM-TS, shall be written in English or Hindi language only.

7.7.4 All notices required to be given under this Agreement and all communications,

documentation and proceedings which are in any way relevant to this Agreement shall be in

writing and in English and Hindi language, as applicable.

7.8 Taxes & Duties

7.8.1 GST, if applicable, should not be included in the Proposal price and shall be paid by NHM-TS

separately on prevailing rates. All other taxes, duties, license fee and levies shall be including

in the proposal price.

7.8.2 TDS, if applicable for any tax, shall be done as per law in force at the time of execution of the

Contract.

7.9 Failure to agree with the “Terms and Conditions” of the RFP

7.9.1 Failure of the Selected Bidder(s) to agree with the terms & conditions of the RFP/Contract

shall constitute sufficient grounds for the annulment of the Proposal or the award. In such

circumstances, NHM-TS would reject the Proposal and forfeit the Earnest Money Deposit as

specified in this RFP document.

7.10 No Partnerships

7.10.1 Nothing contained in this RFP shall be construed or interpreted as constituting a partnership

between NHM-TS and the Selected Agency.

7.11 Signing of Contract

7.11.1 The Selected Bidder shall execute the Contract within 1 (one) month from the date of Work

Order with NHM-TS as per Master Service Agreement attached in Annexure 27. The


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Agreement shall be signed by the SPV, which has been formed for the implementation of the

Project. In exceptional circumstances, on request of the Selected Agency in writing for

extension, NHM-TS reserves the right to grant an extension for appropriate period after

getting satisfied with the reasons given. In addition to terms and conditions being mentioned

hereunder, all terms and conditions of the RFP and corrigenda issued shall also be applicable

for the Contract.

7.12 Contract Documents

7.12.1 Subject to the order of precedence set forth in the Contract, all documents forming the

Contract (and all parts thereof) are intended to be correlative, complementary, and mutually

explanatory.

7.13 Execution of Contract

7.13.1 During the Contract Period, the Selected Agency will work closely with NHM-TS and will

perform the activities as per the SOW. In case of poor performance, or unjustified and

repeated delays in execution and implementation of the Project, NHM-TS will issue a notice

in writing to the Selected Agency. If the Selected Agency fails to provide an explanation or

resolve the issues raised within time allotted, then NHM-TS shall be entitled to terminate the

Agreement. In this case, the Performance Security shall be forfeited.

7.14 Costs of Signing

7.14.1 The Selected Agency shall bear all the costs related to the signing and registration of the

Agreement between NHM-TS and the Selected Agency including but not limited to stamp

duties and registration charges.

7.15 Sub-Contracting

7.15.1 The Selected Agency may subcontract for deploying ambulances/vehicles described under the

Scope of Work section in the RFP/ Contract with the understanding that there shall be no

diminution in the quality or level of the services expected of the Selected Agency and that the

Selected Agency remains fully accountable towards NHM-TS in respect of the services

subcontracted. The Selected Agency alone shall bear all the cost of subcontracting such

services. NHM-TS shall not entertain or owe responsibility for any obligations/ liabilities

towards the third-party vendor contracted by Selected Agency either on ground of delay in

release of payment by NHM-TS towards the Selected Agency or for any other reasons

whatsoever.

7.16 Monitoring of Contract

7.16.1 NHM-TS shall designate a Special Officer or authorized officer(s) or representative and/ or any

third party for monitoring of the Project, validation and analysis of KPI’s, penalties, billing

invoices, and delivery of the services under this Contract. NHM-TS shall review the


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performance of the Selected Agency against the KPI’s/ SLA at any given time or duration. The

supervision report about the performance of any Services pursuant to this project by the

Selected Agency or any other agency as appointed by NHM-TS shall form the basis for

imposing Damages/ penalties for breach of contract. The results of said review will be shared

by NHM-TS with the Selected Agency. NHM-TS reserves the right to appoint a third-party

auditor/ agency to validate the Deliverables under this contract. Based on the instructions of

the Client, the findings of the third-party auditor/ agency shall be accepted and addressed by

the Agency in consultation with NHM-TS.

7.16.2 If delay in delivery of service is observed, a performance notice shall be given to the Selected

Bidder/Agency to speed up the delivery. Any change in the constitution of the Selected

Bidder/Agency (as the case may be) etc. shall be notified forth with by the Selected

Bidder/Agency in writing to NHM-TS and such change shall not relieve Selected

Bidder/Agency, from any liability under the Contract.

7.17 Reporting

7.17.1 All correspondences by the Selected Agency shall be addressed to the Mission Director of

NHM-TS. However, on a regular basis, the Selected Agency shall be in contact with the

designated staff of NHM-TS for day-to-day requirements for implementation of the Project.

7.18 Copyright

7.18.1 The copyright in all materials containing data and information furnished to the Selected

Agency herein shall remain vested in NHM-TS, or, if they are furnished to NHM-TS directly or

through the Selected Agency by any third party, including suppliers of materials, the copyright

in such materials shall remain vested in such third party.

7.19 Responsibility for accuracy of Project documents

7.19.1 The Selected Agency shall be responsible for accuracy of the contents of all outcome reports

and prescribed Project documents prepared and submitted to NHM-TS, as a part of these

services. The Selected Agency shall indemnify NHM-TS against any adverse outcomes

attributable to inaccuracies in the defined Scope of Work, which might surface and arise

during the implementation of the project.

7.20 Recoveries from Contracted Agency

7.20.1 Recovery of liquidated damages shall be made from monthly invoice payment to be made to

the Selected Agency.

7.20.2 In the event of default, NHM-TS shall recover liquidated damages at the first instance from

the payment due to the Selected Agency in the relevant billing month. In the event of the

subsequent default, NHM-TS shall recover the liquidated damages from the invoices of the

subsequent month(s). Without prejudice to its other rights and remedies hereunder or in law,


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NHM-TS shall be entitled to encash and appropriate the amounts due and payable as

liquidated damages from the Performance Security as damages for such default by the

Selected Agency under and in accordance with the provisions of the Contract. If liquidated

damages or any other payment recovered from Performance Security, then the Selected

Agency is required to replenish the Performance Security to make it to its original amount

within 30 (thirty) working days from such deductions. The balance, if any, shall be demanded

from the Selected Agency and when recovery is not possible, NHM-TS shall take recourse to

law in force.

7.21 Force Majeure (“Force Majeure”)

7.21.1 Neither party will be liable in respect of failure to fulfill its obligations, if the said failure is

entirely due to acts of God, Governmental restrictions or instructions, natural calamities or

catastrophe, epidemics or disturbances in the country.

7.21.2 Force Majeure shall not include,

(a) any event which is caused by the negligence or intentional action of a party or by or of

such party’s agents or employees; nor

(b) any event which a diligent party could reasonably have been expected both to take into

account at the time of being awarded the work and avoid or overcome with utmost

persistent effort in the carrying out of its obligations hereunder.

7.21.3 A party affected by an event of Force Majeure shall immediately notify the other party within

7 (seven) working days of such event, providing sufficient and satisfactory evidence of the

nature and cause of such event, and shall similarly give written notice of the restoration of

normal conditions as soon as possible.

7.21.4 The failure of a party to fulfill any of its obligations under the Work order/ Contract shall not

be considered to be a breach of, or default under the Work Order/ Contract insofar as such

inability arises from an event of Force Majeure, provided that the party affected by such an

event,

(a) has taken all precautions, due care and reasonable alternative measures in order to carry

out the terms and conditions of the Work Order/ Contract; and

(b) has informed the other party within 7 (seven) working days from the occurrence of such

an event, including the dates of commencement and estimated cessation of such event

of Force Majeure; and

(c) the manner in which the Force Majeure event(s) affects the party’s obligation(s) under

the Work Order/ Contract.

7.22 Events of Default and Termination

7.22.1 Agency Events of Default

(a) The Selected Agency has failed to replenish the Performance Security within 30 (thirty)

working days of the encashment by NHM-TS of the earlier Performance Security.

(b) The Selected Agency has abandoned the Project.


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(c) Any representation made or warranty given by the Agency under the RFP/Contract is

found to be false or misleading.

(d) The Selected Agency has unlawfully repudiated the Contract or has otherwise expressed

an intention not to be bound by the Contract.

(e) The Selected Agency is in material breach of any of its obligations as mentioned in the

RFP/ Contract.

(f) Any other instance explicitly mentioned in the RFP/ Contract as having constituted an

event of default.

7.22.2 Termination for Default

(a) NHM-TS may, without prejudice to any other remedy for breach of Contract, by written

30 (thirty) days’ notice of default send to the Selected Agency, terminate the Contract in

whole or part if the Selected Agency fails to deliver any or all of the systems and services

within the period(s) specified in the Contract, or within any extension thereof granted by

the NHM-TS pursuant to conditions of the terms and conditions set out in the Contract or

if the Selected Agency fails to perform any other obligation(s) under the Contract.

(b) In event of termination resulting under the aforesaid Clause 7.22.2, NHM-TS shall be liable

to make no payments in favor of the Selected Agency; however, NHM-TS will be entitled

to forfeit the Performance Security in addition to taking any other recourse available

under the law, including blacklisting the Selected Agency.

(c) In the event that NHM-TS terminates the Contract in whole or in part, pursuant to the

terms and conditions set out in the Contract, it may procure, upon such terms and in such

manner, as it deems appropriate, systems or services similar to those undelivered and the

Selected Agency shall be liable to pay NHM-TS for all costs and expenses relating to

procurement of such similar systems or services. However, Selected Agency shall continue

the performance of the Contract to the extent not terminated.

7.22.3 Termination for Insolvency

NHM-TS may at any time terminate the Contract by giving a written notice of at least 30

(thirty) days to the Selected Bidder/Agency, if the Selected Bidder/Agency becomes bankrupt

or otherwise insolvent. In such event, termination will be without compensation to the

Selected Bidder/Agency, provided that such termination will not prejudice or affect any right

of action or remedy that has accrued or will accrue thereafter to NHM-TS.

7.22.4 Termination for Convenience

Either Party, by giving 30 (thirty) days’ written notice sent to the other party may terminate

the Contract, in whole or in part at any time. The notice of termination shall specify that

termination is for convenience, the extent to which performance under the Contract is

terminated and the date upon which such termination becomes effective. However, any

undisputed payment to the invoices of the task accomplished by Selected Agency would be


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paid by NHM-TS.

7.22.5 Termination for Force Majeure

In event that a Force Majeure event continues for 90 (ninety) days and/or NHM-TS or the

Selected Agency does not see any feasibility of continuing the Project due to a Force Majeure

event, then NHM-TS may, on expiry of 90 (ninety) days or at any period before that in event

of no foreseeability of Project, issue a termination notice to the Selected Agency, terminating

the Contract with immediate effect. The Selected Agency shall be awarded 30 (thirty) days to

complete any pending activities and clear the premises provided by NHM-TS. Payments for

works done prior to the commencement of the Force Majeure period shall be duly paid to the

Selected Agency by NHM-TS.

7.23 Premature Termination of Agreement

7.23.1 In the event of premature termination of the agreement by the NHM-TS on the instances

other than non-fulfillment or non-performance of the contractual obligation by the Selected

Bidder/ Agency, the balance remaining un-paid amount as on the date of termination shall be

released within 6 (six months) from the date of such termination

7.24 Continuity of Operation

7.24.1 In case of termination, the Selected Bidder/ Agency will continue operations on existing terms

and conditions as mentioned in the Exit Management Plan from the date of termination or

the date of handing over of complete operations including assets owned by NHM-TS to the

succeeding agency or taking over of complete operations by NHM-TS itself, whichever is

earlier. All assistance shall be provided by the exiting Selected Agency in handing over of all

assets, licenses, rights to use the software etc. to succeeding agency without any extra cost

to the NHM-TS.

7.25 Indemnity

7.25.1 The Selected Agency shall at all times indemnify and keep indemnified NHM-TS against all

claims, actions, proceedings, lawsuits, demands, losses, liabilities, damages, fines or expenses

(including interest, penalties, attorneys’ fees and other costs of defense or investigation (i)

related to or arising out of, whether directly or indirectly, (a) a breach by the resources

appointed by or through the Agency of any obligations specified in relevant clauses hereof;

(b) negligence, reckless or otherwise wrongful act or omission of the resources appointed by

or through the Selected Agency including professional negligence or misconduct of any nature

whatsoever in relation to services rendered by them.

7.25.2 The Selected Agency shall at all times indemnify and keep indemnified NHM-TS against all

claims/damages etc. for any infringement of any Intellectual Property Rights (“IPR”) while

providing its services under the Project.

7.25.3 The Selected Agency shall at all times indemnify and keep indemnified NHM-TS against any


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claims in respect of any damages or compensation payable in consequences of any accident

or injury sustained or suffered by its (Agency’s) employees or agents or by any other third

party resulting from or by any action, omission or operation conducted by or on behalf of the

Agency or its employees.

7.25.4 The Selected Agency shall at all times indemnify and keep indemnified NHM-TS against any

and all claims by employees, workman, contractors, sub-contractors, suppliers, agent(s),

employed engaged or otherwise working for the Agency, in respect of wages, salaries,

remuneration, compensation or the like.

7.25.5 All claims regarding indemnity shall survive the termination or expiry of the Contract.

7.26 Severability

If for any reason whatsoever any provision of this RFP is invalid, illegal or unenforceable or is

declared by any court of competent jurisdiction or any other instrumentality to be invalid, illegal

or unenforceable, the validity, legality or enforceability of the remaining provisions shall not be

affected in any manner, and the parties shall negotiate in good faith with a view to agreeing

upon one or more provisions which may be substituted for such invalid, unenforceable or illegal

provisions as nearly as is practicable. Provided that the failure to agree upon any such provisions

shall not be subject to dispute resolution under this RFP or otherwise.

7.27 Notices

Unless otherwise stated, notices to be given under this RFP/Contract including but not limited

to notice of waiver of any term, breach of any term of this Contract and termination of this

Contract, shall be in writing and shall be given by hand delivery, recognized international

courier, mail, telex or facsimile transmission and delivered or transmitted to the parties at their

respective addresses set forth below:

To the NHM-TS:

Mission Director, National Health Mission Telangana, O/o Commissioner, Health Medical and Family Welfare Department, Government of Telangana, 3rd Floor DME Building, DM&HS Campus, Opp. Koti Women's College Road, Kutbi Guda, Sultan Bazar, Koti, Hyderabad, Telangana 500095

In case of Selected Agency/ SPV

(1) (1) To the Authorized Representative of

the SPV

……….

………..

(2) (2) To the Board of Directors of the SPV

………….

……………..

To the Selected Agency:

Or such address, telex number or facsimile number as may be duly notified by the respective

parties from time to time and shall be deemed to have been made or delivered. In the case of

any communication made by letter, when delivered by hand, by recognized international

courier or by mail (registered, return receipt requested) at that address.


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7.28 Modification of Agreement

The Agreement, to be signed between NHM-TS and the Selected Agency, may be

supplemented, amended, or modified only by the mutual agreement of the parties. No change,

modification, addition, supplement or amendment to the Agreement shall be valid and binding

unless in writing and signed by all Parties (with written approval of Consortium members, if

any) thereto.

7.29 Settlement of Dispute

5.29.1. In case of any dispute the Selected Agency will at first, attempt in good faith to resolve any

dispute initially through mutual understanding and amicable settlement with NHM-TS and/ or

any other authority designated by the Nodal, NHM-TS. The decision of the Nodal, NHM-TS in

this matter shall be considered as final.

5.29.2. If any dispute or difference of any kind whatsoever arises between the parties with regard to

the interpretation, difference or objection in connection with or arising out of or relating to or

under this RFP, or the meaning of any part thereof, or on the rights, duties or liabilities of any

party, which could not be settled through amicable discussions within 30 (thirty) days from the

date of reference to discuss and attempt to amicably resolve the dispute, then the same shall

be referred to the Executive Committee for decision, whose decision shall be final.

5.29.3. If either party is not satisfied with the decision of the Executive Committee, the matter shall be

taken up by the Steering Committee.

5.29.4. If either party is not satisfied with the decision of the Steering Committee, they may opt to

proceed for arbitration.

7.30 Arbitration

7.30.1. Any disputes, differences of opinion, claims and controversy (“Dispute”) arising out of, relating

to, or in connection with this Agreement, termination or validity thereof, shall initially be

resolved by amicable negotiations between the Parties and, if not resolved through such

negotiations within 30 (thirty) days of a written notice of the existence of such Dispute, be finally

settled by arbitration. The Parties agree that the Dispute shall be referred to the sole arbitrator

appointed mutually by the Parties who shall be based in Hyderabad and in case the Parties are

not able to agree the identity of the sole arbitrator, within a period of 15 (fifteen) days, then the

arbitration shall be conducted by a panel of three arbitrators, one arbitrator being appointed

by each of the two Parties and the third arbitrator appointed by the two arbitrators so

appointed. The arbitration shall be conducted in the English language and all written documents

used during the arbitration shall be in English.

7.30.2. During any period of arbitration, there shall be no suspension of this Agreement. During the

arbitration, the Agency shall continue to fulfill its obligations under this Agreement except for

such obligations and other matters, which are the subject of arbitration.

7.30.3. The arbitral award shall be in writing, state the reasons for the award, and be final and binding

on the Parties concerned and any person affected by it. The award may include an award of

costs, including reasonable attorneys' fees and disbursements. The parties also agree that any


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court of competent jurisdiction may enforce any arbitration award rendered pursuant to this

clause.

7.30.4. The parties specifically agree that any arbitration shall be pursuant to Clause 7.30 above and

the Clause is governed by Indian Law.

7.30.5. Subject to the arbitration proceedings as stated above, the adjudication of all Disputes shall be

subject to the laws of India and the exclusive jurisdiction of the courts at Hyderabad.

7.31 Saving Clauses

7.31.1. In the absence of any specific provision in the agreement on any issue the guidelines issued/to

be issued by the Mission Director, NHM, Government of Telangana shall be applicable.

7.32 Miscellaneous

7.32.1. The Selection Process shall be governed by, and construed in accordance with, the laws of India

and the Courts at Hyderabad shall have exclusive jurisdiction over all disputes arising under,

pursuant to and/or in connection with the Selection Process.

7.32.2. The NHM-TS, in its sole discretion and without incurring any obligation or liability, reserves the

right, at any time, to:

(a) suspend and/or cancel the Selection Process and/or amend and/or supplement the

Selection Process or modify the dates or other terms and conditions relating thereto.

(b) consult with any Bidder in order to receive clarification or further information.

(c) qualify or not to qualify any Bidder and/ or to consult with any Bidder in order to receive

clarification or further information.

(d) retain any information and/or evidence submitted to the NHM-TS by, on behalf of and/or

in relation to any Bidder; and/or

(e) independently verify, disqualify, reject and/or accept any and all submissions or other

information and/or evidence submitted by or on behalf of any Bidder.

7.32.3. It shall be deemed that by submitting the Proposal, the Bidder agrees and releases TIA and

NHM-TS, its employees, agents and advisers, irrevocably, unconditionally, fully and finally from

any and all liability for claims, losses, damages, costs, expenses or liabilities in any way related

to or arising from the exercise of any rights and/or performance of any obligations hereunder,

pursuant hereto and/or in connection herewith and waives any and all rights and/ or claims it

may have in this respect, whether actual or contingent, whether present or future.

7.32.4. All documents and other information provided by NHM-TS or submitted by a Bidder to NHM-TS

shall remain or become the property of NHM-TS. Bidders or the Agency, as the case may be, are

to treat all information as strictly confidential. NHM-TS will not return any Proposal, or any

information related thereto. All information collected, analyzed, processed or in whatever

manner provided by the Bidder or the Agency, as the case may be, to NHM-TS in relation to the

Project shall be the property of NHM-TS.

7.32.5. The NHM-TS reserves the right to make inquiries with any of the clients listed by the Bidders in

their previous experience record.


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7.32.6. The Selected Bidder/Agency shall bear all the expenses regarding delivery of services.

7.32.7. Any publicity by the Selected Bidder/Agency in which the name of NHM-TS is to be used should

be done only with the explicit written permission of NHM-TS.

7.32.8. The Selected Bidder/Agency shall not, under any circumstances, revise the rates already

approved for the services to be provided under this Agreement. Any request for an increase in

the rates will not be entertained under any circumstances during the Contract Period.

7.32.9. NHM-TS reserves the right to make any alterations in or additions to the original Scope of Work

on mutually agreed terms. Any additional work which the Selected Bidder/Agency may be

directed to do in the manner specified as part of the Project shall be carried out by the Selected

Bidder/Agency on the same conditions in all respects on which it had agreed to do the original

work and at the same rates as specified by NHM-TS.

7.32.10. The Selected Bidder/Agency shall execute the whole Project in strict accordance with

instructions and directions issued by NHM-TS from time to time.

7.32.11. In addition to the provisions enumerated in 7.32 hereinabove, the Selected Agency is required

to comply with all the Applicable Laws including but not limited to all acts, amendments, rules,

guidelines, notifications as issued by Central Government/ State Government/ MoHFW/ NHM-

TS in connection to the performance of its obligations under this RFP/ Contract.


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SECTION 8. ANNEXURES

ANNEXURE 1: COVER LETTER

(To be submitted on the letter head of the Sole Bidder/each Consortium Member)

To,

Managing Director

Telangana State Technology Services Ltd (TSTS)

HACA Bhavan, Opp. Assembly, Nampally,

Hyderabad, Telangana 500004

Sub.: “Request for Proposal for Selection of Agency for Setup, Operations & Management of 108

Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse Services

& 104 Health Helpline for NHM, TS”

Dear Sir,

With reference to your RFP document dated _____ _____ 2022 we, having examined all relevant

documents and understood their contents, hereby submit our Proposal for “Request for Proposal

for Selection of Agency for Operations and Management of 108 Emergency Medical Ambulance

Services (EMAS), 102 Amma Vodi & 104 Health Helpline Services for NHM, TS”

We are submitting our Proposal as [name of the Bidder].

We understand you are not bound to accept any Proposal you receive. Further:

1. We acknowledge that TIA will be relying on the information provided in the Proposal and

the documents accompanying the Proposal for selection of the Agency, and we certify that

all information provided in the Proposal and in the supporting documents is true and

correct, nothing has been omitted which renders such information misleading; and all

documents accompanying such Proposal are true copies of their respective originals.

2. This statement is made for the express purpose of appointment as the Agency for the

aforesaid Project.

3. We shall make available to TIA any additional information it may deem necessary or

require supplementing or authenticate the Proposal.

4. We acknowledge the right of TIA to reject our Proposal without assigning any reason or

otherwise and hereby waive, to the fullest extent permitted by applicable law our right to

challenge the same on any account whatsoever.

5. We certify that in the last 3 (three) years, we/ or our Associates have neither failed to

perform on any assignment or contract, as evidenced by imposition of a penalty by an

arbitral or judicial authority or a judicial pronouncement or arbitration award against us,

nor been expelled from any project, assignment or contract by any public authority nor


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have had any assignment or contract terminated by any public authority for breach on our

part.

6. We declare that:

(a) We have examined and have no reservations to the RFP, including any

Corrigenda/Addenda issued by the TIA.

(b) We do not have any Conflict of Interest in accordance with the terms of the RFP.

(c) We have not directly or indirectly or through an agent engaged or indulged in any

corrupt practice, fraudulent practice, coercive practice, undesirable practice or

restrictive practice, as defined in the RFP document, in respect of any tender or request

for proposal issued by or any agreement entered with NHM-TS or any other public

sector enterprise or any government, Central or State; and

(d) We hereby certify that we have taken steps to ensure that no person acting for us or

on our behalf will engage in any corrupt practice, fraudulent practice, coercive

practice, undesirable practice or restrictive practice.

(e) We declare that the undertakings given by us along with the Proposal in response to

the RFP for the Project are true and correct as on the date of making the Proposal and

we shall continue to abide by them.

(f) We declare that there is no pending, active or previous legal action that prevents us

from submitting the Proposal and executing the Agreement or fulfilling the conditions

of the Project.

7. We understand that TIA may cancel the Selection Process at any time and that TIA is

neither bound to accept any Proposal that you may receive nor to select the Agency,

without incurring any liability to the Bidders.

8. We declare that we or any member of the Consortium, or any of our/ their Associates are

not directly or indirectly related to any other Bidder applying for selection as an Agency

for the Project.

9. We certify that in regard to matters other than security and integrity of the country, we or

any of our Associates have not been convicted by a Court of Law or indicted or adverse

orders passed by a regulatory authority which would cast a doubt on our ability to

undertake the Project or which relates to a grave offence that outrages the moral sense of

the community.

10. We further certify that in regard to matters relating to security and integrity of the country,

we or our Associates have not been charge-sheeted by any agency of the Government or

convicted by a court of law for any offence committed by us or by any of our Associates.

11. We further certify that no investigation by a court or regulatory authority is pending either

against us or against our Associates or against our CEO or any of our Partners /Directors/

Managers/ employees.

12. We declare that we or any member of the Consortium or any of our/ their Associates have

not paid and shall not pay any bribe to any officer of TIA or Purchaser for awarding this

Project at any stage during its execution or at the time of payment of bills and further, if

any officer of TIA or Purchaser asks for bribe/gratification, we/any member of the


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Consortium, or our/ their Associates shall immediately report it to the appropriate

authority in TIA.

13. We further certify that we or any member of the Consortium or any of our /their Associates

are not barred by the Central Government/ State Government or any entity controlled by

it, from participating in any project, and no bar subsists as on the date of Proposal.

14. We undertake that in case due to any change in facts or circumstances during the Selection

Process, we are attracted by the provisions of disqualification in terms of the provisions of

this RFP, we shall intimate the Authority of the same immediately.

15. We agree that if at any stage, any information/documents submitted by us are found to

be false, we or our Associates shall be liable for debarment from tendering in TIA, apart

from any other appropriate/legal action, as the case maybe.

16. We hereby irrevocably waive any right or remedy which we may have at any stage at law

or howsoever otherwise arising to challenge or question any decision taken by TIA in

connection with the selection of Agency or in connection with the selection process itself

in respect of the abovementioned Project. We agree and understand that the Proposal is

subject to the provisions of the RFP document. In no case, shall we have any claim or right

of whatsoever nature if the Project is not awarded to us or our proposal is not opened or

rejected.

17. We agree to keep this offer valid for 180 (one eighty) days from the Proposal Due Date

specified in the RFP, or provide extension of period of bid validity, if so required by TIA.

18. We agree that if we fail to provide extension of Bid Validity Period, it will be construed that

Proposal is withdrawn and we will not be entitled to claim or receive any penalty/

damages/ interest/charges, nor be entitled to return of the Bid documents submitted or

refund of the EMD.

19. A Power of Attorney in favor of the authorized signatory to sign and submit this Proposal

and documents is attached herewith.

20. The Financial Proposal has been/shall be submitted online as per the prescribed timeline

set out in the RFP document. This Proposal read with the Technical and Financial Proposal

shall constitute the Proposal which shall be binding on us.

21. We agree and undertake to abide by all the terms and conditions of the RFP document.

22. {We, the Consortium Members agree and undertake to be jointly and severally liable for

all the obligations of the Agency under the Agreement.}2

In witness thereof, I/we submit this Bid under and in accordance with the terms of the RFP document. Yours sincerely,

Authorized Signature [In full and initials]: [Location, Date]

Name and Title of Signatory:

Name of Firm: Address: Telephone: Fax:

Email:

(Name and seal of the Bidder/Lead Member)

2 This Paragraph 22 shall be omitted if the Bidder is not a Consortium.


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ANNEXURE 2: AVERAGE ANNUAL TURNOVER OF BIDDER

(To be submitted on the letterhead of the Chartered Accountant of the Bidder in case of Single Bid & all the Consortium Members in case of Consortium Bid.)

Average Annual Turnover

S. No. Financial years Turnover (INR) Positive Net Worth Yes/No

1. 2019-20

2. 2020-21

3. 2021-22

Average Annual Turnover

This is to certify that the (insert name of Bidder) has a Positive Net Worth in at least 3 (three) Financial

Years (i.e., 2019-20, 2020-21 & 2021-22) .

Note:

(a) Certificate issued by a statutory auditor along with Audited Financial Statements confirming the

average annual turnover of the Bidder during the stated financial years must be submitted on the

letterhead of the Statutory Auditor.

(b) Provide supporting Audited Financial Statements (Balance Sheets, Profit and Loss Statements, etc.) of

the bidding organization/ firm. Provisional Balance sheet for FY 2021-22 can be submitted.

(c) This form is applicable and shall be provided by each bidder in case of Consortium.



Name of Firm: Address:

Telephone:

Fax:

Email:

(Name and seal of the Bidder)


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ANNEXURE 3: FORMAT FOR TECHNICAL PROPOSAL

(To be submitted on the letter head of the Sole Bidder/Consortium member)

To,

Managing Director





Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse Services &

104 Health Helpline for NHM, TS”

Dear Sir/Madam,

With reference to your RFP document dated ___ ______ 2022, we, having examined all relevant

documents and understood their contents, hereby submit our Technical Proposal for “Request for

Proposal for Selection of Agency for Setup, Operations & Management of 108 Emergency Medical

Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse Services & 104 Health Helpline for

NHM, TS”. The Proposal is unconditional and unqualified.

We are submitting our Proposal as [name of the Bidder].

We understand you are not bound to accept any Proposal you receive. Further:

1. We acknowledge that TIA will be relying on the information provided in the Proposal and the

documents accompanying the Proposal for selection of the Agency, and we certify that all

information provided in the Proposal and in the supporting documents is true and correct, nothing

has been omitted which renders such information misleading; and all documents accompanying

such Proposal are true copies of their respective originals.

2. This statement is made for the express purpose of appointment as the Agency for the aforesaid

Project.

3. We shall make available to TIA any additional information it may deemed necessary or require for

supplementing or authenticating the Proposal.

4. {We, the Consortium Members agree and undertake to be jointly and severally liable for all the

obligations of the Agency under the Agreement.}3

3 This Paragraph 4 shall be omitted if the Bidder is not a Consortium.


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Please find herein attached below details of relevant experience:

Assignment Name: Approx. value of the contract

Country:

Location within Country:

Duration of assignment (months):

Name of Client: Total number of staff-months:

Address of Client: Approx. value of the Services provided by your firm

Start Date (Month/Year): Completion Date (Month/Year):

Narrative Description of Project:

Description of Actual Services Provided by Your Staff:

NOTE: Kindly provide supporting work order/ agreement/ project completion certification/ auditor

certificate.

Please insert additional tables for more than one project information

Yours sincerely,




Telephone:

Fax:

Email:


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ANNEXURE 4: DETAILS OF THE BIDDER / RESPONDING FIRM

(To be submitted on the letterhead of the Sole Bidder/ each Consortium member)

To,

Managing Director




In response to the RFP Ref. No. ________ dated ____ _______ 2022 for “Request for Proposal for Selection

of Agency for Setup, Operations & Management of 108 Emergency Medical Ambulance Services (EMAS),

102 Amma Vodi Services, Free Hearse Services & 104 Health Helpline for NHM, TS”, as an Owner/ Partner/

Director/ Auth. Sign. of _____________(insert name of Bidder), I/ We hereby declare that presently our

Company/ firm ________________(insert name of Bidder), at the time of bidding,

Item Details Supporting Documents

1. Name of the Bidder:

2. Constitution of Bid: Sole / Consortium

3. Responsibility (in case of Consortium)

4. Registered Office:

5. Date of Incorporation:

6. Name of the MD / CEO

7. Legal Status of the Bidding Company:

8. Core business activities:

9. Number of years in business:

10. Worldwide presence:


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Item Details Supporting Documents

11. Presence in India:

12. PAN No

13. GSTIN

14. Authorized Contact Person Name

15. Landline No.

16. Fax No.

17. Website Address

18. Total no. of employees:

19. Number of projects in Emergency Response

services

20. Number of Ambulances managed by the

bidder

*Please insert additional tables in case of Consortium

Thanking you,

Authorized Signature {In full and initials with Seal}: Name and Title of Signatory: Name of Bidder (Firm/ Company’s name): In the capacity of: Address: Contact information (phone and e-mail): Date & Time & Place: _____________________


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ANNEXURE 5: BLACKLISTING AND PENDING SUIT DECLARATION

(on Non-Judicial paper of Rs. 100/-duly notarized by Notary Public / First Class Magistrate)

AFFIDAVIT

I / We……………………………………………………………………………………………… (Full name in capital letters starting

with surname), the Proprietor/ Partner /Managing Director / Holder of power of attorney of

…………………………………………………............................... (insert name of entity) the business, establishment /

firm / registered company do hereby, in continuation of the terms and conditions underlying the RFP

document and agreed to by me/us, give following undertaking.

1. It is declared that the firm ………………………is not declared insolvent any time in the past. Not debarred/

blacklisted by either Central Govt. / State Govt. / Public Sector Undertaking/ any other Local body till

completion of the Selection Process under this RFP document nor convicted under the provision of

Indian Penal Code,1860 or Prevention of Corruption (Amendment) Act, 2018, nor any criminal case is

pending against me/us in any court of law.

2. It is further declared that the firm………………. shall inform TIA of any such pending suits/ enquiry/

investigation against the Bidder in any court of law, legal authority, paralegal authority pertaining to

the services mentioned hereunder i.e., Ambulances, Call center and Technology or in any other aspects

related to Emergency Services which may hamper the execution of works under this RFP.

3. The firm………………… do hereby agree that if in future, it comes to the notice of TIA/ if it is brought to

the notice of Purchaser that any disciplinary/ penal action due to violation of terms and conditions of

the RFP document/Agreement which amounts to cheating /depicting of malafide intention during the

completion of the Contract anywhere in or either by any of Central Govt. / State Govt. / Public sector

undertaking/any other local body, TIA will be at discretion to take appropriate action as its finds fit.

Full name and complete address with Signature of Authorized Signatory

WITNESS:

(1) Full Name ……………………………….

And Address ……………………………….

Signature ………………………………

(2) Full Name ……………………………………


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And Address ……………………………….

Signature ……………………….

Yours sincerely,




Telephone:

Fax:

Email:


*All members to provide the affidavit in case of Consortium


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ANNEXURE 6: FINANCIAL PROPOSAL COVER LETTER

To: <Location, Date>

Managing Director




Subject: Submission of the Financial bid for “Request for Proposal for Selection of Agency for Setup, Operations & Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse Services & 104 Health Helpline for NHM, TS”

Dear Sir/Madam,

We, ______________________ (insert name of Bidder), the undersigned, offer to provide the services for “Request for Proposal for Selection of Agency for Setup, Operations & Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse Services & 104 Health Helpline for NHM, TS” in accordance with your Request for Proposal dated <Date> and our Proposal (Technical and Financial Proposals). Our attached Financial Proposal is for the sum of <Amount in words and figures>. This amount is inclusive of the local taxes. The high-level breakup is mentioned below:

A. Cost of O&M for Government owned Ambulances/ Vehicles

Sl. No. Component Unit Rate per Vehicle per Month (INR) (U)

Taxes (INR) (T)

Number of vehicles (N)

Number of Months (M)

Total Cost per Year (INR) (U+T) * (N*M)

1 Cost for O&M of ALS Ambulances

30 12

2 Cost for O&M of BLS Ambulances

396 12

3 Cost for O&M of Bike Ambulances

50 12

4 Cost for O&M of Free Hearse Vehicles

32 12

A Sub Total for Government Owned Ambulances/ Vehicles

-- -- --


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Cost of O&M for Agency Provided Ambulances/ Vehicles

Sl. No. Component Unit Rate per Vehicle per Month

(INR) (U)

Taxes (INR) (T)




5 Cost for O&M of ALS Ambulances

50 12

6 Cost for O&M of BLS Ambulances

150 12

7 Cost for O&M of 102 Amma Vodi Vehicles

300 12

8 Total Cost for O&M of Bike Ambulances

50 12

9 Total Cost for O&M of Free Hearse Vehicles

18 12

B Sub Total for Agency Provided Ambulances/ Vehicles

Cost per Seat for 104 Health Helpline Services

Sl. No. Component Unit Rate per Seat per Month (INR)

(U)

Taxes (INR) (T)

Number of Seats (N)



10 Cost for O&M of 104 Health Helpline Services

50 12

C Sub Total for 104 Health Helpline Services

Cost for Video Wall Setup

Sl. No. Component Unit Rate per Video Wall (INR) (U)

Taxes (INR) (T)

Number of Video Walls

(N)

Total Cost of Video Walls (INR) (U+T) * (N)

11 Cost for Video Wall Setup

2 --


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D Sub Total for Video Wall Setup

Total (A+B+C+D) -- - -- --

Note: ▪ The cost is inclusive of all taxes incl. GST. ▪ The Month wise cost breakup of OPEX to be quoted in the financial proposal formats mentioned

below

1. PRICE AND VALIDITY

▪ All the prices mentioned in our Tender are in accordance with the terms as specified in the RFP documents. All the prices and other terms and conditions of this Bid are valid for a period of 180 calendar days from the date of opening of the Bid.

▪ We understand that the actual payment would be subject to deduction of taxes at source and as per the existing indirect tax rates during the time of payment.

2. UNIT RATES

We have indicated in the relevant forms enclosed, the unit rates for the purpose of on account of payment as well as for price adjustment in case of any increase to/ decrease from the scope of work under the contract. 3. DEVIATIONS

We declare that all the services shall be performed strictly in accordance with the Tender documents except for the variations and deviations, all of which have been detailed out exhaustively in the following statement, irrespective of whatever has been stated to the contrary anywhere else in our bid. Further we agree that additional conditions, if any, found in the Tender documents, shall not be given effect to. 4. TENDER PRICING

We confirm that the prices stated in our bid are in accordance with your Instruction to Bidders included in Tender documents.

We further understand that TIA/ Purchaser reserves the right to negotiate with the selected agency to enhance the value through this project and to create a more amicable environment for smooth execution of the project and agree that the payment arrangements as quoted by us against this tender enquiry and / or subsequent bid submitted by us as a result of negotiations shall be adhered to. 5. QUALIFYING DATA

We confirm having submitted the information as required by you in your Instruction to Bidders. In case you require any other further information / documentary proof in this regard before evaluation of our Tender, we agree to furnish the same in time to your satisfaction.


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6. BID PRICE

We declare that our Bid Price is for the entire scope of the work as specified in the Section No.4 of this RFP. These prices are indicated Financial Bid attached with our Tender as part of the Tender. 7. PERFORMANCE BANK GUARANTEE

We hereby declare that in case the contract is awarded to us, we shall submit the Performance Bank Guarantee as specified in the <Annexure 7> of this RFP document. Our Financial Proposal shall be binding upon us subject to the modifications resulting from Contract negotiations, up to expiration of the validity period of the Proposal, i.e., [Date]. We understand you are not bound to accept any Proposal you receive. We hereby declare that our Tender is made in good faith, without collusion or fraud and the information contained in the Tender is true and correct to the best of our knowledge and belief. We understand that our Tender is binding on us and that you are not bound to accept a Tender you receive. Thanking you, We remain, Yours sincerely, Authorized Signature: Name and Title of Signatory: Name of Firm: Address:


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The detailed cost breakup to be provided as per the below given formats:

Breakup for Total Cost of Government owned Ambulances/ Vehicles

# Component Manpower (a)

Fuel (b)

Repairs and Maintenance of vehicle, medical equipment, fabrication, MDT, GPS and other equipment including warranty, insurance etc. (c)

Drugs & Consumables (d)

Administration (e)

Taxes (INR) (T)

Total Unit Cost (INR) U = (a + b + c + d + e) + T



Total Cost (INR) (U*N*M)

1 Breakup for O&M of ALS Ambulances

30 12

2 Breakup for O&M of BLS Ambulances

396 12

3 Breakup for O&M of Bike Ambulances

50 12

4 Breakup for O&M of Free Hearse Vehicles

32 12

A Total


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Breakup for Total Cost of Agency Provided Ambulances/ Vehicles

# Component Manpower (a)

Fuel (b)

Repairs and Maintenance of vehicle, medical equipment, fabrication, MDT, GPS and other equipment including warranty, insurance etc. (c)

Drugs & Consumables (d)

Administration (e)

Taxes (INR) (T)

Total Unit Cost (INR) U = (a + b + c + d + e) + T



Total Cost (INR) (U*N*M)

1 Total Cost for O&M of ALS Ambulances

50 12

2 Total Cost for O&M of BLS Ambulances

150 12

3 Total Cost for O&M of 102 Amma Vodi Vehicles

300 12

4 Total Cost for O&M of Bike Ambulances

50 12

5 Total Cost for O&M of Free Hearse Vehicles

18 12

B Total -- -- -- -- -- -- -- --


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ANNEXURE 7: FORM OF PERFORMANCE SECURITY

(To be stamped in accordance with Stamp Act if any, of the country for issuing bank)

Ref.:

Bank Guarantee:

Date:

Dear Sir/Madam,

In consideration of ……[Name of Client] (hereinafter referred as the “NHM-TS”, which expression shall,

unless repugnant to the context of meaning thereof include its successors, administrators and assigns)

having awarded to [name of Agency] a [provide nature of organization], established under laws of

[country] and having its registered office at [address] (hereinafter referred to as the “Selected Agency”,

which expression shall unless repugnant to the context or meaning thereof, include its successors,

administrators, executors and permitted assigns), an Award for preparation of “Request for Proposal

for Selection of Agency for Setup, Operations & Management of 108 Emergency Medical Ambulance

Services (EMAS), 102 Amma Vodi Services, Free Hearse Services & 104 Health Helpline for NHM, TS”

Work Order by issue of NHM-TS’s Work Order No. [reference] dated [date] and the same having been

unequivocally accepted by the Agency, resulting in a Work Order/Contract valued at Rs. [amount in

figures and words] for [Scope of Work]) (hereinafter called the “Work Order”) and the Agency having

agreed to furnish a Bank Guarantee amounting to Rs. [amount in figures and words] to the NHM-TS for

performance of the said Agreement.

We [Name of Bank] incorporated under [law and country] having its head office at

[address](hereinafter referred to as the “Bank”), which expression shall, unless repugnant to the

context or meaning thereof, include its successors, administrators executors and assigns) do hereby

guarantee and undertake to pay the NHM-TS immediately on demand an or, all monies payable by the

Agency to the extent of Rs. [amount in figure and words] (hereinafter referred to as “Guarantee”) as

aforesaid at any time up to [date] without any demur, reservation, contest, recourse or protest and/

or without any reference to the Agency if the Agency shall fail to fulfil or comply with all or any of the

terms and conditions contained in the said Bidding Documents. Any such written demand made by the

NHM-TS on the Bank shall be conclusive and binding notwithstanding any difference between the

NHM-TS and the Agency or any dispute pending before any Court, Tribunal, Arbitrator or any other

authority.

We agree that the Guarantee herein contained shall be irrevocable and shall continue to be

enforceable until the NHM-TS discharges this guarantee.

The NHM-TS shall have the fullest liberty without affecting in any way the liability of the Bank under

this Guarantee, from time to time to vary the advance or to extend the time for performance of the

Work Order by the Agency nor shall the responsibility of the bank be affected by any variations in the

terms and conditions of the Work Order or other documents. The NHM-TS shall have the fullest liberty

without affecting this guarantee, to postpone from time to time the exercise of any powers vested in

them or of any right which they might have against the NHM-TS and to exercise the same at any time

in any manner, and either to enforce or to forbear to enforce any covenants, contained or implied, in

the Work Order between the NHM-TS and the Agency any other course or remedy or security available

to the client. The Bank shall not be relieved of its obligations under these presents by any exercise by


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the NHM-TS of its liberty with reference to the matters aforesaid or any of them or by reason of any

other act or forbearance or other acts of omission or commission on the part of the NHM-TS or any

other indulgence shown by the authority or by any other matter or thing whatsoever which under law

would but for this provision have the effect of relieving the Bank.

The Bank also agrees that the NHM-TS at its option shall be entitled to enforce this Guarantee against

the Bank as a principal debtor, in the first instance without proceeding against the Agency and

notwithstanding any security or other guarantee that the client may have in relation to the Agency’s

liabilities.

This Guarantee shall be irrevocable and shall remain in full force and effect until discharge by the Bank

of all its obligations hereunder.

This Guarantee shall not be affected by any change in the constitution or winding up of the Agency/the

Bank or any absorption, merger or amalgamation of the Agency/the bank with any other Person.

Notwithstanding anything contained herein above our liability under this guarantee is limited to Rs.

[amount in figure and words] and it shall remain in force up to and including [date] and shall extend

from time to time for such period(s) (not exceeding one year), as may be desired by NHM-TS on whose

behalf this guarantee has been given. Date this [date in words] day [month] of [year in ‘yyyy’ format]

at [place].

WITNESS

1. [signature, name and address]

2. [signature, name and address]

[Official Address] Designation

[With Bank Stamp]

Note:

The stamp papers of appropriate value shall be purchased in the name of bank which issues the ‘Bank

Guarantee’. The bank guarantee shall be issued either by a bank (Nationalized/Scheduled) located in

India or a foreign bank through a correspondent bank (scheduled) located in India or directly by a

foreign bank which has been determined in advance to be acceptable to the NHM-TS.


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ANNEXURE 8: FORMAT FOR POWER OF ATTORNEY (Sole Bidder)

(On Non – Judicial stamp paper of Rs. 100/- duly attested by Notary Public)

POWER OF ATTORNEY FOR SIGNING OF BID

Know all men by these presents, We, …………………………… (name of the firm and address of the registered

office) do hereby constitute, nominate, appoint and authorize Mr. / Ms. (Name), ……………..

R/o…………………………(name and address of residence) and presently residing at …………………………………..,

who is presently employed with us/ the and holding the position of ………………………….., as our true and

lawful attorney (hereinafter referred to as the “Attorney”) to do in our name and on our behalf, all such

acts, deeds and things as are necessary or required in connection with or incidental to submission of our

Proposal/Bid for the ‘Request for Proposal for Selection of Agency for Setup, Operations &

Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free

Hearse Services & 104 Health Helpline for NHM, TS' (“Project”) as defined under this RFP for the

Telangana State Technology Services Ltd (the “TSTS”), representing us in all matters before the TSTS, in

connection with or relating to or arising out of our Bid for the said Project.

AND we hereby agree to ratify and confirm all acts, deeds and things lawfully done or caused to be done

by our said Attorney pursuant to this Power of Attorney and that all acts, deeds and things done by our

aforesaid Attorney shall and shall always be deemed to have been done by us.

This Power of Attorney shall be effective, binding, and operative till completion of Selection Process, if

not revoked earlier or as long as the said Attorney is in the service of the organization, whichever is

earlier.

IN WITNESS WHEREOF WE, …………………………., THE ABOVE-NAMED PRINCIPAL HAVE EXECUTED THIS

POWER OF ATTORNEY ON THIS ……… DAY OF …………. 2022

For …………………………..

(Signature, name, designation and address)

Witnesses:

1.

2.

Accept Notarised

(Signature)

(Name, Title and Address of the Attorney)


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For ________________(Signature)

(Name, Title and Address)

Notes:

• The mode of execution of Power of Attorney should be in accordance with the procedure, if any, laid

down by the applicable law and the charter documents of the executant(s) and when it is so required

the same should be under common seal affixed in accordance with the required procedure.

• Also, wherever required, the executant(s) should submit for verification the extract of the charter

documents and documents such as a resolution / Power of attorney in favor of the Person executing

this Power of Attorney for the delegation of power hereunder on behalf of the Bidder


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ANNEXURE 9: FORMAT FOR POWER OF ATTORNEY (Consortium)

(On Non – Judicial stamp paper of Rs. 100/- duly attested by Notary Public)

POWER OF ATTORNEY

Whereas the Telangana State Technology Services Ltd, (“TSTS”), Government of Telangana, has

invited applications from Bidders for ‘Request for Proposal for Selection of Agency for Setup,

Operations & Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi

Services, Free Hearse Services & 104 Health Helpline for NHM, TS’ (“Project”).

Whereas, ……………………………………….and ………..and ……………………(collectively the “Consortium”)

being Members of the Consortium are interested in bidding for the Project and implementing the

Project in accordance with the terms and conditions of the Request for Proposal (“RFP”) document

and other connected documents in respect of the Project; and,

Whereas, it is necessary under the RFP document for the Members of the Consortium to designate

one of them as the Lead Member with all necessary power and authority to do for and on behalf of

the Consortium, all acts, deeds and things as may be necessary in connection with the Consortium’s

bid for the Project and its execution.

NOW THEREFORE KNOW ALL MEN BY THESE PRESENTS

We, ……………… having our registered office at …………………, and M/s. ……………………, having our

registered office at …………………, and M/s. …………………, having our registered office at ………………,

(hereinafter collectively referred to as the “Principals”) do hereby irrevocably designate, nominate,

constitute, appoint and authorize M/s …………………, having its registered office at ………………………,

being one of the Members of the Consortium, as the Lead Member and true and lawful attorney of

the Consortium (hereinafter referred to as the “Attorney”) and hereby irrevocably authorize the

Attorney to conduct all business for and on behalf of the Consortium and any one of us during the

bidding process and, in the event the Consortium is awarded the Contract, during the execution of the

Project, and in this regard, to do on our behalf and on behalf of the Consortium, all or any of such acts,

deeds or things as are necessary or required or incidental to the submission of its Proposal for the

Project, including but not limited to signing and submission of all applications, Proposal and other

documents and writings, accept the Work Order, participate in Bidders’ and other conferences,

respond to queries, submit information/ documents, sign and execute contracts and undertakings

consequent to acceptance of the Proposal of the Consortium and generally to represent the

Consortium in all its dealings with the TSTS, and/ or any other Government agency or any person, in

all matters in connection with or relating to or arising out of the Consortium’s Proposal for the Project

and/ or upon award thereof till the Agreement is entered into with the NHM-TS.

AND hereby agree to ratify and confirm and do hereby ratify and confirm all acts, deeds and things

done or caused to be done by our said Attorney pursuant to and in exercise of the powers conferred

by this Power of Attorney and that all acts, deeds and things done by our aforesaid Attorney shall and

shall always be deemed to have been done by us/Consortium and shall be binding till the Agreement

period on all Members individually and collectively.


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IN WITNESS WHEREOF WE THE PRINCIPALS ABOVE NAMED HAVE EXECUTED THIS POWER OF ATTORNEY

ON THIS …………………. DAY OF ………. 2022

For ……………………..

(Signature)

……………………..

(Name & Title)

For ……………………..

(Signature)

…………………..

(Name & Title)

For ……………………..

(Signature)

……………………..

(Name & Title)

Witnesses:

1.

2.

………………………………………

Dated this the ___ day of ____2021

(Executants)

Note:

▪ The mode of execution of the Power of Attorney should be in accordance with the procedure, if any,

laid down by the applicable law and the charter documents of the executants (s) and the same should

be under common seal affixed in accordance with the required procedure.


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▪ Also, wherever required, the Bidder should submit for verification the extract of the charter

documents and documents such as a board or shareholders’ resolution/ power of attorney in favor

of the person executing this Power of Attorney for the delegation of power hereunder on behalf of

the Bidder.


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ANNEXURE 10: FORMAT FOR JOINT BIDDING AGREEEMENT

(on Non-judicial stamp paper of Rs.100/- and duly notarized in case of Consortium)

THIS Consortium Agreement executed on this day of Two

Thousand Twenty-One between M/s [insert name of Lead Member]

a Company incorporated

under the laws of and having its Registered

Office at

(hereinafter called the “Member-1”, which expression shall include its

successors,

executors and permitted assigns) and M/s a

Company

incorporated under the laws of and having its Registered

Office at (hereinafter called the “Member-2”, which

expression shall include its successors, executors and permitted assigns), M/s

a Company

incorporated under the laws of and having its

Registered Office at (hereinafter called the “Member-

3”, which expression shall include its successors, executors and permitted assigns), [The Bidding

Consortium should list the details and percentage shareholding separately of all the Consortium

members] for the purpose of submitting response to RFP, and execution of “Agreement” (in case

of award), against RFP dated issued by Telangana State technology Services Ltd,

(TSTS), Government of Telangana, and having its registered Office at HACA Bhavan, Opp. Assembly,

Nampally, Hyderabad, Telangana 500004

WHEREAS, each Member individually shall be referred to as the “Member” and all of the Members

shall be collectively referred to as the “Members” in this Agreement.

WHEREAS the TSTS intends to select an agency for “Request for Proposal for Selection of Agency for

Setup, Operations & Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma

Vodi Services, Free Hearse Services & 104 Health Helpline for NHM, TS” as per the directives of Health

Medical & Family Welfare Department.

WHEREAS, the TSTS had invited response to RFP by its Request for Proposal (RFP) dated ____ ____

2022 bearing RFP reference no. _______________

WHEREAS the RFP stipulates that in case response to RFP is being submitted by a Bidding Consortium,

the Members of the Consortium will have to submit a legally enforceable Joint Bidding Agreement in

a format specified by TSTS wherein the Consortium members have to commit equity investment of a

specific percentage for the Project.

NOW THEREFORE, THIS AGREEMENT WITNESSTH AS UNDER:

In consideration of the above premises and agreements all the Members in this Bidding Consortium

do hereby mutually agree as follows:

1. We, the Members of the Consortium and Members to the Joint Bidding Agreement do hereby

unequivocally agree that Member-1 (M/s ), shall act as the Lead Member as defined in


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the RFP for self and agent for and on behalf of Member-2, -----, Member-3.

2. The Lead Member is hereby authorized by the Members of the Consortium and Members to

the Consortium Agreement to bind the Consortium and receive instructions for and on their

behalf.

3. Notwithstanding anything contrary contained in this Consortium Agreement, the Lead

Member shall always be liable for the equity investment obligations of all the Consortium

members i.e., for both its own liability as well as the liability of other Members.

4. The Lead Member shall be liable and responsible for ensuring the individual and collective

commitment of each of the Members of the Consortium in discharging all of their respective

equity obligations.

5. Each Member further undertakes to be individually liable for the performance of its part of

the obligations without in any way limiting the scope of collective liability envisaged in this

Agreement.

6. The Members further undertake to be jointly and severally liable for all the obligations of the

Selected Agency under the Agreement.

7. Subject to the terms of this Consortium Agreement, the share of each Member of the

Consortium shall be in the following proportion:

Name Percentage Member 1 --- Member 2 --- Member 3 ---

Total 100% We acknowledge that after execution of the “Agreement”, the controlling shareholding (more than 50% of the voting rights) in the Consortium implementing the Project shall be maintained till the completion of the same.

8. The Lead Member, on behalf of the Consortium, shall inter alia undertake full responsibility

for mobilizing debt resources for the Project, and ensuring that the Project achieves proper

financial closure.

9. In case of any breach of any equity investment commitment by any of the Consortium

members, the Lead Member shall be liable for the consequences there of for which the Lead

member agrees thereto.

10. Except as specified in the Joint Bidding Agreement, it is agreed that sharing of responsibilities

as aforesaid and equity investment obligations thereto shall not in any way be a limitation of

responsibility of the Lead Member under these presents.

11. It is further specifically agreed that the financial liability for equity contribution of the Lead

Member shall not be limited in any way so as to restrict or limit its liabilities. The Lead Member

shall be liable irrespective of its scope of work or financial commitments.

12. This Joint Bidding Agreement shall be construed and interpreted in accordance with the laws

of India and courts at Hyderabad alone shall have the exclusive jurisdiction in all matters

relating thereto and arising thereunder.


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13. It is hereby further agreed that in case of being selected as the successful bidder, the Members

do hereby agree that the Lead Member shall furnish the Performance Security in favor of

National Health Mission, Telangana State, (NHM-TS), Government of Telangana, in terms of

this RFP.

14. It is further expressly agreed that this Joint Bidding Agreement shall be irrevocable and shall

form an integral part of the Contract between National Health Mission, Telangana, (NHM-TS),

Government of Telangana and the Consortium and shall remain valid until the expiration or

early termination of the same.

15. The Lead Member is authorized and shall be fully responsible for the accuracy and veracity of

the representations and information submitted by the Members respectively from time to

time in the response to the RFP.

16. It is hereby expressly understood between the Members that no Member at any given point

of time, may assign or delegate its rights, duties or obligations under the Contract except with

prior written consent of National Health Mission, Telangana State, Government of Telangana.

17. This Joint Bidding Agreement,

(a) has been duly executed and delivered on behalf of each Member hereto and constitutes

the legal, valid, binding and enforceable obligation of each such Member;

(b) sets forth the entire understanding of the Members hereto with respect to the subject

matter hereof; and

It may not be amended or modified except in writing signed by each of the Members and

with prior written consent of NHM-TS.

18. All the terms used in capitals in this Joint Bidding Agreement but not defined herein shall

have the meaning as per the RFP and the Contract.

IN WITNESS WHEREOF, the Members have, through their Authorized Representatives, executed

these presents on the Day, Month and Year first mentioned above.

For M/s-----------------------------[Member 1]

(Signature, Name & Designation of the person authorized vide Board Resolution Dated [●])

Witnesses:

Signature-----------------------

Name:

Address

For M/s-----------------------------[Member 2]

Signature ---------------------

Name:

Address:


Witnesses:


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Signature -----------------------

Name:

Address:

For M/s-----------------------------[Member

Signature ----------------------

Name:

Address:

n]


Witnesses:

Signature -----------------------

Name: Address:

Signature ----------------------

Name: Address:

Signature and stamp of Notary of the place of execution


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ANNEXURE 11: ANTI COLLUSION CERTIFICATE


To,

Managing Director




We hereby certify and confirm that in the preparation and submission of our Proposal for RFP Ref. No.

_________ dated ____ _______ 2022 for “Request for Proposal for Selection of Agency for Setup,


Services, Free Hearse Services & 104 Health Helpline for NHM, TS”, We have not acted in concert or in

collusion with any other Bidder or other person(s) and also not done any act, deed or thing ,which is or

could be regarded as anti-competitive. We further confirm that we have not offered nor will offer any

illegal gratification in cash or kind to any person or organisation in connection with instant proposal.

Dated this ____ Day of ______,2022

Yours sincerely,




Telephone:

Fax:

Email:



------------------------------------------------------------------------------------------------------------------------------------ Page 183 of 240

ANNEXURE 12: LETTER OF EXCLUSIVITY


To,

Managing Director




We, _______________________________________,hereby declare that we are/will not associate with

any other firm/entity/consortium submitting a separate application for RFP Ref. No. ___________ dated

____ ______ 2022 for “Request for Proposal for Selection of Agency for Setup, Operations &

Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free

Hearse Services & 104 Health Helpline for NHM, TS” under consideration.

Dated this ____ Day of ______,2022 Accept _______(Signature)

(Name, Title and Address of the Authorized representative)

For __________(Signature)


(Lead Organization in case of Consortium)

Note:- To be executed separately by all the members in case of Consortium


------------------------------------------------------------------------------------------------------------------------------------ Page 184 of 240

ANNEXURE 13: DECLARATION FOR EXISTENCE OF THE FIRM

(To be submitted on the letterhead of the Sole Bidder/ each Consortium member)

To,

Managing Director




I / We (Full name in capital letters), Holder of Power of Attorney of______________(insert name of

Bidder) as the Proprietor/ Partner /Managing Director certify and confirm that

________________________ (insert name of the Bidder) has been in operation for at least 3 (three)

Financial Years out of the last 4 Financial Years (i.e., 2017-18, 2018-19, 2019-20 & 2020-21 in the field

of providing _______________ ( areas of services to be mentioned) .

Dated this ____ Day of ______2022

Yours sincerely,

Authorized Signature [In full and initials]:


Name of Firm: Address: Telephone:

Fax:

Email:


Note: - To be executed separately by all the members in case of Consortium


------------------------------------------------------------------------------------------------------------------------------------ Page 185 of 240

ANNEXURE 14: FORMAT CLIENT CERTIFICATE

{To be submitted on the letterhead of the Client of the Bidder/Consortium Member}

Ref. no. …………………… Date:………………

To Whomsoever It May Concern

This is to certify that (insert Bidder’s name) was issued a Letter no./ Work Order/ LOA/ dated

…………whereafter and agreement / MOU dated …………..was signed between (insert Client’s

Organization name) and the (insert Bidder’s name) for providing services under the following Project

(s):

(1) Name of the Project/ Assignment: _

(2) Duration of Contract (in years/ months/days, whichever applicable): _

(3) Date of commencement of services by the Bidder:

(4) Project Cost (estimated, if available):

(5) Location of work (list of addl. sites, if any):

(6) Brief description of the Scope of Work explaining precise nature of contract and the services rendered/ being rendered by the Bidder:

(7) Current Status of Project/ Assignment (completed/ongoing):

The performance of the (insert Bidder’s name) has been satisfactory till date.

(Signature of the Authorized Signatory of Client Organization)

Name of Authorized Signatory Client Organization: (Designation)

(Organization’s Seal)


------------------------------------------------------------------------------------------------------------------------------------ Page 186 of 240

ANNEXURE 15: UNDERTAKING FOR INSURANCE COVERAGE


To,

Managing Director




I / We _________________________________(insert name of Bidder) undertake and confirm that We,

in accordance with provisions of this RFP Ref. No. ___________ dated ____ ______ 2022 for “Request

for Proposal for Selection of Agency for Setup, Operations & Management of 108 Emergency Medical


NHM, TS”, shall procure the insurance coverages identified below at Bidder’s expense and shall furnish

the Purchaser (NHM-TS) an insurance certificate listing the Purchaser as the certificate holder and as an

additional insured. Evidence of insurance coverages shall be provided in the form that is acceptable to

the Purchaser.

Scope of Insurance

Insurance Coverage for repair, maintenance, all risks including war, strike, riots and civil commotion and

any other perils including all the costs associated with accident, fire, damage and theft for vehicle,

equipment and fabrication during the project duration (5 years) as applicable for

1 Staff at Fleet and ERC

2 Ambulances/ Vehicles

3 Hardware, Software, License fee, Equipment etc. at 108-ERC and other asset insurance








------------------------------------------------------------------------------------------------------------------------------------ Page 187 of 240

ANNEXURE 16: UNDERTAKING FOR MINIMUM WAGES PAYMENT


To,

Managing Director




I / We _________________________________(insert name of Bidder) undertake and confirm that We,

in accordance with provisions of this RFP Ref. No. ___________ dated ____ ______ 2022 for “Request

for Proposal for Selection of Agency for Setup, Operations & Management of 108 Emergency Medical


NHM, TS”, shall provide Minimum Wages Payment including EPF/ESIC as applicable to the employees

of the Project and shall furnish evidence of Minimum Wage Payments in the form that is acceptable to

the Purchaser (NHM-TS).








------------------------------------------------------------------------------------------------------------------------------------ Page 188 of 240

ANNEXURE 17: BILL OF MATERIAL FORM

To,

Managing Director





Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse Services & 104

Health Helpline for NHM, TS”

Dear Sir/Madam,

With reference to your RFP document dated ___ ______ 2022, we, having examined all relevant documents and understood their contents, requirements and hereby submit our Bill of Materials to be supplied for “Request for Proposal for Selection of Agency for Setup, Operations & Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse Services & 104 Health Helpline for NHM, TS”.

# Location Equipment Quantity Component Specification

proposed by the bidder

Make & Model

Quantity Remarks

1.

2.

Sl. No

Software Quantity

Equipment on which the software will be installed

Mode of License (Enterprise, User based etc.)

Version Support provided by the OEM

Remarks

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

* Please indicate the Location such as State Data Center, DR, ERC, Ambulance/ Vehicle etc. for each of the equipment


------------------------------------------------------------------------------------------------------------------------------------ Page 189 of 240

ANNEXURE 18: PROPOSED WORK PLAN

No Activity Calendar Weeks

1 2 3 4 5 . . n

Indicate all main activities of the Project, including supply, delivery and installation of Hardware,

Software, Testing, Go-Live of the proposed components for DC, DR, Ambulances, ERC. The plan should also indicate the manpower deployment and other key activities which are required to fully functionalize the proposed CERTS


------------------------------------------------------------------------------------------------------------------------------------ Page 190 of 240

ANNEXURE 19: FORMAT FOR PREBID QUERY AND CLARIFICATIONS

The Bidder will have to ensure that their queries should reach through email at ______@_____.com in the prescribed format (Pdf and Excel) as mentioned below

Bidder's Name:

S. No. RFP Reference

(Page No/Section Number) Clause Details Queries with Justification

* Any other form of submission will not be entertained

mailto:______@_____.com


------------------------------------------------------------------------------------------------------------------------------------ Page 191 of 240

ANNEXURE 20: DETAILS OF EXISTING BLS, ALS AMBULANCES

S. No.

Name of the District

Existing Ambulances

BLS ALS BIKE Ambulance Total Existing

1. Adilabad 17 2 4 23

2. Bhadradri Kottagudem 21 7 28

3. Gadwal (Jogulamba) 5 1 6

4. Hyderabad 19 6 4 29

5. Jagityal 6 6

6. Janagaon 7 7

7. Jayashankar Bhupalapally 8 8

8. Kamareddy 11 2 1 14

9. Karimnagar 14 14

10. Khammam 11 3 14

11. Kummuram Bheem 13 13

12. Mahabubabad 12 2 14

13. Mahabubnagar 14 1 1 16

14. Mancherial 13 1 3 17

15. Medak 11 11

16. Medchal 19 1 5 25

17. Mulugu 9 5 14

18. Nagar Kurnool 11 2 4 17

19. Nalgonda 18 18

20. Narayanapet 5 5

21. NIRMAL 7 1 1 9

22. Nizamabad 15 2 17

23. Peddapally 7 1 8

24. RajannaSiricilla 9 9

25. Rangareddy 25 2 2 29

26. Sangareddy 14 1 1 16

27. Siddipet 15 1 2 18

28. Suryapet 9 1 1 11

29. Vikarabad 11 11

30. Wanaparthy 5 1 2 8

31. Warangal Rural 10 1 11

32. Warangal Urban 14 5 19

33. Yadadri Bhuvanagiri 11 11

Total 396 30 50 476


------------------------------------------------------------------------------------------------------------------------------------ Page 192 of 240

S. No District Ambulance No Ambulance Type Manufacture

year

Ambulance

Model and

Emission

ODO as on

20.01.2022

1. Adilabad TS09UA6013 ALS Vehicle 2015 WINGER BSIV 446722

2. Adilabad AP15TB6037 BLS Vehicle 2011 WINGER BSIII 355813


4. Adilabad AP28TA3653 BLS Vehicle 2009 FORCE BSII 410086

5. Adilabad TS09UA6102 BLS Vehicle 2015 WINGER BSIV 263816


7. Adilabad TS09UD0720 BLS Vehicle 2020 FORCE BSVI 35737




11. Adilabad TS09UB9233 BLS Vehicle 2017 FORCE BSIV 240683





16. Adilabad TS09UA6015 ALS Vehicle 2015 WINGER BSIV 333401




20. Bhadradri

Kothagudem

AP15TB7433 BLS Vehicle 2012 WINGER BSIII 405375

21. Bhadradri

Kothagudem

AP29TB6040 ALS Vehicle 2012 WINGER BSIII 446986

22. Bhadradri

Kothagudem


23. Bhadradri

Kothagudem

TS09UD0697 BLS Vehicle 2020 FORCE BSVI 66030

24. Bhadradri

Kothagudem


25. Bhadradri

Kothagudem

TS09UB9293 BLS Vehicle 2017 FORCE BSIV 187609

26. Bhadradri

Kothagudem

TS09UA6088 BLS Vehicle 2015 WINGER BSIV 333361

27. Bhadradri

Kothagudem


28. Bhadradri

Kothagudem


29. Bhadradri

Kothagudem


30. Bhadradri

Kothagudem


31. Bhadradri

Kothagudem


32. Bhadradri

Kothagudem


33. Bhadradri

Kothagudem


34. Bhadradri

Kothagudem



------------------------------------------------------------------------------------------------------------------------------------ Page 193 of 240


year

Ambulance

Model and

Emission

ODO as on

20.01.2022

35. Bhadradri

Kothagudem


36. Bhadradri

Kothagudem


37. Bhadradri

Kothagudem


38. Bhadradri

Kothagudem


39. Bhadradri

Kothagudem


40. Bhadradri

Kothagudem


41. Hyderabad TS09UA6036 ALS Vehicle 2015 WINGER BSIV 124270



44. Hyderabad TS09UA6043 BLS Vehicle 2015 WINGER BSIV 161104

45. Hyderabad TS09UC0472 BLS Vehicle 2017 FORCE BSIV 107688




49. Hyderabad TS09UB9280 BLS Vehicle 2017 FORCE BSIV 127610










59. Hyderabad TS09UC0486 ALS Vehicle 2017 FORCE BSIV 40414



62. Hyderabad TS09UD0402 BLS Vehicle 2020 FORCE BSVI 46302




66. Jagitial TS09UD0399 BLS Vehicle 2020 FORCE BSVI 72079


68. Jagitial TS09UB9212 BLS Vehicle 2017 FORCE BSIV 154269


70. Jagitial TS09UB9225 BLS Vehicle 2017 FORCE BSIV 168917



73. Jangaon TS09UB9186 BLS Vehicle 2017 FORCE BSIV 298770

74. Jangaon TS09UA6548 BLS Vehicle 2015 WINGER BSIV 472722

75. Jangaon TS09UB9187 BLS Vehicle 2017 FORCE BSIV 347889

76. Jangaon AP29TB6209 BLS Vehicle 2012 WINGER BSIII 402934

77. Jangaon TS09UD0400 BLS Vehicle 2020 FORCE BSVI 96856


------------------------------------------------------------------------------------------------------------------------------------ Page 194 of 240


year

Ambulance

Model and

Emission

ODO as on

20.01.2022

78. Jangaon TS09UD0404 BLS Vehicle 2020 FORCE BSVI 121121

79. Jangaon TS09UA6550 BLS Vehicle 2015 WINGER BSIV 421532

80. Jayashankar

Bhupalpally

TS09UC0485 BLS Vehicle 2017 FORCE BSIV 128632

81. Jayashankar

Bhupalpally


82. Jayashankar

Bhupalpally


83. Jayashankar

Bhupalpally


84. Jayashankar

Bhupalpally


85. Jayashankar

Bhupalpally


86. Jayashankar

Bhupalpally


87. Jayashankar

Bhupalpally


88. Jayashankar

Bhupalpally


89. Jogulamba Gadwal TS09UB9840 BLS Vehicle 2017 FORCE BSIV 234299

90. Jogulamba Gadwal AP29TB6181 BLS Vehicle 2012 WINGER BSIII 357625

91. Jogulamba Gadwal TS09UA6021 ALS Vehicle 2015 WINGER BSIV 399185

92. Jogulamba Gadwal AP29TB6803 BLS Vehicle 2012 WINGER BSIII 333860

93. Jogulamba Gadwal TS09UB9228 BLS Vehicle 2017 FORCE BSIV 244071

94. Jogulamba Gadwal TS09UA6546 BLS Vehicle 2015 WINGER BSIV 324817

95. Kamareddy TS09UB9195 BLS Vehicle 2017 FORCE BSIV 267794



98. Kamareddy AP29TB6135 BLS Vehicle 2012 WINGER BSIII 336035


100. Kamareddy TS09UA6110 BLS Vehicle 2015 WINGER BSIV 200431



103. Kamareddy TS09UD0413 ALS Vehicle 2020 FORCE BSVI 80865





108. Karimnagar TS09UA6101 BLS Vehicle 2015 WINGER BSIV 266057



111. Karimnagar TS09UB9198 BLS Vehicle 2017 FORCE BSIV 195227



114. Karimnagar TS09UC0478 BLS Vehicle 2017 FORCE BSIV 164927

115. Karimnagar TS09UD0409 BLS Vehicle 2020 FORCE BSVI 42682




------------------------------------------------------------------------------------------------------------------------------------ Page 195 of 240


year

Ambulance

Model and

Emission

ODO as on

20.01.2022





122. Khammam TS09UB9202 BLS Vehicle 2017 FORCE BSIV 279730

123. Khammam TS09UC0479 BLS Vehicle 2017 FORCE BSIV 200404

124. Khammam TS09UB9203 ALS Vehicle 2017 FORCE BSIV 255852

125. Khammam TS09UD0530 BLS Vehicle 2020 FORCE BSVI 87610

126. Khammam TS09UA6018 ALS Vehicle 2015 WINGER BSIV 344037


128. Khammam TS09UA6106 BLS Vehicle 2015 WINGER BSIV 427666


130. Khammam TS09UA6019 ALS Vehicle 2015 WINGER BSIV 400772



133. Khammam TS09UB9204 BLS Vehicle 2017 FORCE BSIV 247804



136. Kumarambheem

Asifabad


137. Kumarambheem

Asifabad


138. Kumarambheem

Asifabad


139. Kumarambheem

Asifabad


140. Kumarambheem

Asifabad

TS09UA6024 ALS Vehicle 2015 WINGER BSIV 348588

141. Kumarambheem

Asifabad


142. Kumarambheem

Asifabad


143. Kumarambheem

Asifabad


144. Kumarambheem

Asifabad


145. Kumarambheem

Asifabad


146. Kumarambheem

Asifabad


147. Kumarambheem

Asifabad


148. Mahabubabad TS09UA6538 BLS Vehicle 2015 WINGER BSIV 409636

149. Mahabubabad TS09UD0699 BLS Vehicle 2020 FORCE BSVI 71897


151. Mahabubabad TS09UB9215 BLS Vehicle 2017 FORCE BSIV 260255





------------------------------------------------------------------------------------------------------------------------------------ Page 196 of 240


year

Ambulance

Model and

Emission

ODO as on

20.01.2022




158. Mahabubabad TS09UA6060 BLS Vehicle 2015 WINGER BSIV 307930


160. Mahabubnagar TS09UA6558 BLS Vehicle 2015 WINGER BSIV 391626

161. Mahabubnagar TS09UA6551 BLS Vehicle 2015 WINGER BSIV 299226

162. Mahabubnagar TS09UB9224 BLS Vehicle 2017 FORCE BSIV 242845




166. Mahabubnagar TS09UD0419 BLS Vehicle 2020 FORCE BSVI 62080



169. Mahabubnagar TS09UD0522 ALS Vehicle 2020 FORCE BSVI 60813






175. Mancherial TS09UA6014 ALS Vehicle 2015 WINGER BSIV 273739

176. Mancherial TS09UB9230 BLS Vehicle 2017 FORCE BSIV 223048

177. Mancherial TS09UD1536 BLS Vehicle 2020 FORCE BSVI 44013




181. Mancherial TS09UA6531 BLS Vehicle 2015 WINGER BSIV 369737


183. Mancherial TS09UC0477 BLS Vehicle 2017 FORCE BSIV 223387





188. Mancherial TS09UC0483 BLS Vehicle 2017 FORCE BSIV 223525

189. Medak TS09UA6532 BLS Vehicle 2015 WINGER BSIV 421400



192. Medak TS09UB9232 BLS Vehicle 2017 FORCE BSIV 261339

193. Medak TS09UD2739 BLS Vehicle 2020 FORCE BSVI 13285




197. Medak AP29TB6826 BLS Vehicle 2012 WINGER BSIII 411030



200. Medchal TS09UA6039 BLS Vehicle 2015 WINGER BSIV 237186

201. Medchal TS09UD0512 BLS Vehicle 2020 FORCE BSVI 70161



------------------------------------------------------------------------------------------------------------------------------------ Page 197 of 240


year

Ambulance

Model and

Emission

ODO as on

20.01.2022











213. Medchal TS09UB9238 ALS Vehicle 2017 FORCE BSIV 193110







220. Mulugu TS09UB9287 BLS Vehicle 2017 FORCE BSIV 144903




224. Mulugu TS09UA6534 BLS Vehicle 2015 WINGER BSIV 540690

225. Mulugu TS09UD0482 BLS Vehicle 2020 FORCE BSVI 118779



228. Mulugu AP15TB6009 BLS Vehicle 2011 WINGER BSIII 322463

229. Nagarkurnool TS09UA6022 BLS Vehicle 2015 WINGER BSIV 404933

230. Nagarkurnool TS09UB9240 BLS Vehicle 2017 FORCE BSIV 221555


232. Nagarkurnool TS09UD0423 ALS Vehicle 2020 FORCE BSVI 64799





237. Nagarkurnool TS09UD0461 BLS Vehicle 2020 FORCE BSVI 83570

238. Nagarkurnool TS09UC0482 BLS Vehicle 2017 FORCE BSIV 168321

239. Nagarkurnool TS09UD0410 BLS Vehicle 2020 FORCE BSVI 79683


241. Nagarkurnool AP29TB6079 ALS Vehicle 2012 WINGER BSIII 487600

242. Nalgonda TS09UB9246 BLS Vehicle 2017 FORCE BSIV 264102



245. Nalgonda TS09UC0475 BLS Vehicle 2017 FORCE BSIV 201406

246. Nalgonda TS09UD0415 BLS Vehicle 2020 FORCE BSVI 96618

247. Nalgonda TS09UD0517 BLS Vehicle 2020 FORCE BSVI 84521

248. Nalgonda TS09UA6556 BLS Vehicle 2015 WINGER BSIV 364611




------------------------------------------------------------------------------------------------------------------------------------ Page 198 of 240


year

Ambulance

Model and

Emission

ODO as on

20.01.2022










260. Narayanpet TS09UB9226 BLS Vehicle 2017 FORCE BSIV 200215

261. Narayanpet TS09UD0401 BLS Vehicle 2020 FORCE BSVI 88836

262. Narayanpet TS09UA6064 BLS Vehicle 2015 WINGER BSIV 331046

263. Narayanpet TS09UC0489 BLS Vehicle 2017 FORCE BSIV 209256

264. Narayanpet TS09UC0481 BLS Vehicle 2017 FORCE BSIV 192672

265. Nirmal TS09UA6545 BLS Vehicle 2015 WINGER BSIV 242107

266. Nirmal TS09UA6012 ALS Vehicle 2015 WINGER BSIV 313432

267. Nirmal TS09UB9259 BLS Vehicle 2017 FORCE BSIV 189920




271. Nirmal TS09UD0480 BLS Vehicle 2020 FORCE BSVI 34369

272. Nirmal TS09UD0474 BLS Vehicle 2020 FORCE BSVI 34413

273. Nizamabad TS09UA7194 BLS Vehicle 2015 WINGER BSIV 250097

274. Nizamabad TS09UA6031 ALS Vehicle 2015 WINGER BSIV 365482

275. Nizamabad TS09UD2735 BLS Vehicle 2020 FORCE BSVI 9286





280. Nizamabad TS09UB9260 BLS Vehicle 2017 FORCE BSIV 176037




284. Nizamabad AP29TB6141 BLS Vehicle 2012 WINGER BSIII 360933

285. Nizamabad TS09UD0407 BLS Vehicle 2020 FORCE BSVI 57805

286. Nizamabad TS09UA6032 ALS Vehicle 2015 WINGER BSIV 341843




290. Pedapally TS09UA6017 ALS Vehicle 2015 WINGER BSIV 423880

291. Pedapally AP29TB6151 BLS Vehicle 2012 WINGER BSIII 480900

292. Pedapally TS09UB9266 BLS Vehicle 2017 FORCE BSIV 214616


294. Pedapally AP28TA3642 BLS Vehicle 2009 FORCE BSII 368664

295. Pedapally TS09UD1313 BLS Vehicle 2020 FORCE BSVI 80316


297. Pedapally TS09UA6537 BLS Vehicle 2015 WINGER BSIV 350700

298. Rajanna Sircilla TS09UD1307 BLS Vehicle 2020 FORCE BSVI 40131


------------------------------------------------------------------------------------------------------------------------------------ Page 199 of 240


year

Ambulance

Model and

Emission

ODO as on

20.01.2022



301. Rajanna Sircilla TS09UA6016 BLS Vehicle 2015 WINGER BSIV 297742

302. Rajanna Sircilla TS09UA6565 BLS Vehicle 2015 WINGER BSIV 359669



305. Rajanna Sircilla TS11UB5991 BLS Vehicle 2020 FORCE BSIV 46131

306. Rajanna Sircilla TS11UB5990 BLS Vehicle 2020 FORCE BSIV 46062

307. Rangareddy TS09UA6041 ALS Vehicle 2015 WINGER BSIV 255921

308. Rangareddy TS09UD1315 BLS Vehicle 2020 FORCE BSVI 35537

309. Rangareddy TS09UA6083 BLS Vehicle 2015 WINGER BSIV 322075




313. Rangareddy TS09UB9270 BLS Vehicle 2017 FORCE BSIV 253190











324. Rangareddy TS09UA6040 ALS Vehicle 2015 WINGER BSIV 347828










334. Sangareddy TS09UB9275 BLS Vehicle 2017 FORCE BSIV 161239

335. Sangareddy TS09UA6049 BLS Vehicle 2015 WINGER BSIV 192803











346. Sangareddy TS09UC0480 BLS Vehicle 2017 FORCE BSIV 177301


------------------------------------------------------------------------------------------------------------------------------------ Page 200 of 240


year

Ambulance

Model and

Emission

ODO as on

20.01.2022


348. Sangareddy TS09UD2741 BLS Vehicle 2020 FORCE BSVI 12854

349. Siddipeta TS09UA6026 BLS Vehicle 2015 WINGER BSIV 318518

350. Siddipeta TS09UB9288 BLS Vehicle 2017 FORCE BSIV 185040


352. Siddipeta AP29TB6080 BLS Vehicle 2012 WINGER BSIII 334765


354. Siddipeta TS09UC0474 BLS Vehicle 2017 FORCE BSIV 158680

355. Siddipeta TS09UD0571 BLS Vehicle 2020 FORCE BSVI 58082

356. Siddipeta TS09UA6025 ALS Vehicle 2015 WINGER BSIV 295097








364. Suryapet TS09UB9290 BLS Vehicle 2017 FORCE BSIV 240422




368. Suryapet TS09UD0418 BLS Vehicle 2020 FORCE BSVI 90009



371. Suryapet TS09UA6543 BLS Vehicle 2015 WINGER BSIV 409090


373. Suryapet TS09UA6027 ALS Vehicle 2015 WINGER BSIV 381490

374. Vikarabad TS09UA6076 BLS Vehicle 2015 WINGER BSIV 308583


376. Vikarabad TS09UC0488 BLS Vehicle 2017 FORCE BSIV 176667




380. Vikarabad TS09UD0403 BLS Vehicle 2020 FORCE BSVI 79173





385. Wanaparthy TS09UA6116 BLS Vehicle 2015 WINGER BSIV 324321

386. Wanaparthy AP29TB6344 BLS Vehicle 2012 WINGER BSIII 413512

387. Wanaparthy TS09UB9297 BLS Vehicle 2017 FORCE BSIV 201634

388. Wanaparthy TS09UC0473 BLS Vehicle 2017 FORCE BSIV 136407

389. Wanaparthy TS09UD0424 ALS Vehicle 2020 FORCE BSVI 100763

390. Wanaparthy TS09UD0721 BLS Vehicle 2020 FORCE BSVI 38735

391. Wanaparthy TS09UD0725 BLS Vehicle 2020 FORCE BSVI 71744

392. Warangal Rural TS09UB9303 BLS Vehicle 2017 FORCE BSIV 224429

393. Warangal Rural AP15TB6629 BLS Vehicle 2012 WINGER BSIII 338848

394. Warangal Rural TS09UA6034 ALS Vehicle 2015 WINGER BSIV 405402


------------------------------------------------------------------------------------------------------------------------------------ Page 201 of 240


year

Ambulance

Model and

Emission

ODO as on

20.01.2022

395. Warangal Rural AP15TB6636 BLS Vehicle 2012 WINGER BSIII 401555

396. Warangal Rural TS09UC0484 BLS Vehicle 2017 FORCE BSIV 181911




400. Warangal Rural TS09UD1399 BLS Vehicle 2020 FORCE BSVI 77725



403. Warangal Urban TS09UA6113 BLS Vehicle 2015 WINGER BSIV 246855



406. Warangal Urban TS09UB9298 BLS Vehicle 2017 FORCE BSIV 131886



409. Warangal Urban AP29TB6124 BLS Vehicle 2012 WINGER BSIII 498867




413. Warangal Urban TS09UD0416 BLS Vehicle 2020 FORCE BSVI 40054




417. Yadadri

Bhuvanagiri


418. Yadadri

Bhuvanagiri


419. Yadadri

Bhuvanagiri


420. Yadadri

Bhuvanagiri


421. Yadadri

Bhuvanagiri


422. Yadadri

Bhuvanagiri


423. Yadadri

Bhuvanagiri


424. Yadadri

Bhuvanagiri


425. Yadadri

Bhuvanagiri


426. Yadadri

Bhuvanagiri


Details of Existing Bike Ambulances

S. No District Zone Vehicle Reg Number 1 Adilabad Adilabad TS09EW1965

2 Adilabad Utnoor TS09EW1939

3 Adilabad Narnoor TS09EW1968


------------------------------------------------------------------------------------------------------------------------------------ Page 202 of 240

Details of Existing Bike Ambulances

S. No District Zone Vehicle Reg Number 4 Adilabad Utnoor TS09EW1957

5 Mancherial Mancherial TS09EW1933

6 Mancherial Jannaram TS09EW1967

7 Komurambheem THIRYANI TS09EW1952

8 Bhadradri Kothagudem Gundala TS09EW1913

9 Bhadradri Kothagudem Ellandu TS09EW1942

10 Bhadradri Kothagudem Dammapeta TS09EW1930

11 Bhadradri Kothagudem CHARLA TS09EW1951

12 Bhadradri Kothagudem ASHWAPURAM TS09EW1912

13 Bhadradri Kothagudem BANJARA TS09EW1924

14 Hyderabad Amberpeta TS09EW1943

15 Hyderabad Tolichowki TS09EW1916

16 Hyderabad Thirumalagiri TS09EW1922

17 Hyderabad Bhahadurpura TS09EW1907

18 Kamareddy Banswada TS09EW1949

19 Nirmal kadem TS09EW1948

20 Medchal Medchal TS09EW2262

21 Medchal Uppal TS09EW1963

22 Medchal Kukatpally TS09EW1969

23 Medchal Kompally TS09EW1964

24 Medchal Dundigal TS09EW1959

25 Rangareddy Hayathnagar TS09EW1934

26 Rangareddy Rangareddy TS09EW1961

27 Mahabubnager Jedcharla TS09EW1958

28 Wanaparthy Lingala TS09EW1953

29 Nagar Kurnool Mannanooru TS09EW1941

30 Nagar Kurnool Balmuru TS09EW1936

31 Nagar Kurnool Padra TS09EW1915

32 Nagar Kurnool Achampeta TS09EW1921

33 Wanaparthy Pedda mandadi TS09EW1950

34 Sangareddy Narayankedh TS09EW1938

35 Siddipet Siddipeta TS09EW1970

36 Siddipet Gajwel TS09EW1956

37 Suryapet Suryapet TS09EW1940

38 Warangal Urban Warangal urban TS09EW1914



41 Warangal Urban Hasanparthy TS09EW1931

42 Warangal Urban Kazzipeta TS09EW1932

43 Mahabubabad Guduru TS09EW1935

44 Mahabubabad Kothaguda TS09EW1946

45 Mulugu MULUGU TS09EW1937

46 Mulugu Venkatapur TS09EW1910

47 Mulugu Govindaraopeta TS09EW1923

48 Mulugu Eturunagaram TS09EW1955

49 Mulugu Tadwai TS09EW1925

50 Warangal Rural Warangal Rural TS09EW1927


ANNEXURE 21: TECHNICAL SPECIFICATION FOR LOCATION BASED SERVICE (LBS)

S.NO. REQUIRED FEATURES

1 Location of the caller should be made available to the Control Room for callers who are using landline or mobile phones, irrespective of whether the caller is carrying a basic or feature phone or a smartphone. Data connectivity and mobile based applications should not be required for this purpose.

2 The caller may call or send a SMS. In either case, location of the caller needs to be tracked and made available to the Control Room

3 The location of the caller should be tracked and made available to the Control Room during the course of the emergency (i.e., not just the location when call was initiated, but the location at any point during the entire emergency period)

4 The system shall be closely integrated with CAD platform to provide Location of the caller within 5-15 seconds of arrival of call to the CAD platform. The location passed onto CAD platform shall include current location of the caller, his metadata from SDR, i.e., his name, address etc. In case of call from landline the locator system shall convert his address information, into coordinates and provide this information to CAD platform.

5 The system shall be integrated and tested

6 A centralized Location Gateway should be set up for this purpose. This shall be connected to all TSPs in Telangana to provide caller location when Call (including Missed Calls)/SMS is received.

7 Location information should be made available to NHM-TS as and when required.

8 Location Gateway should have necessary authentication, authorization, and accounting (AAA) controls to avoid unauthorized access or misuse of location information.

9 Location Gateway should be able to integrate with Telecom Operator’s GMLC or HLR database for Emergency Response Services.

10 In case the Telecom Operator does not have LBS infrastructure or does not have the requisite capacity in its LBS infrastructure, then the Location Gateway should act as a hosted GMLC in itself and should be able to directly talk to Telecom Operator’s HLR or MSC to obtain caller location information. This would reduce Government’s dependency on Telecom Operators having LBS infrastructure or exposing the same for emergency purpose.

11 The locator platform shall be integrated with TSP for GMLC integration, MNP Database, HLR/Signalling N/w Integration, SDR Data to ensure location of victim is always available for every caller to CAD, even in absence of LBS platform at some of the TSPs

12 Regardless of format of data received from TSP, or from GMLC or from other methods of location query, including SDR based positioning for landline subscriber, the system shall always provide geo coordinates (lat/long) with radius for every emergency caller.

13 System shall have integrated security mechanism to ensure every request is logged and complete audit trail is maintained and shall be secure, and only authorized systems, users shall be allowed to integrate/query depending on pre-approval.

14 The system shall be licensed to ensure coverage for all location query requests that shall originate.

15 Location Gateway should integrate with all the Telecom Operators operating in State of Telangana.

16 System shall have integration with MNP database to identify the TSP of the callers. It is bidder responsibility to make the MNP database available for NHM-TS


S.NO. REQUIRED FEATURES

17 On one end, the Location Gateway should be able to integrate with network elements of multiple telecom operators, while on the other end it should be able to provide location information to NHM-TS.

18 Location Gateway should identify the type of subscriber (mobile or fixed line or SMS) and use this information to query the Mobile Telecom Operator or Fixed line subscriber database accordingly.

19 The Location Gateway should also possess a fixed-line caller information service or database at the backend, so that when the caller number is identified as a fixed-line caller, then its location can be derived from the said service or database

20 The bidder shall be responsible for ensuring connectivity with TSP, as well as Liaoning with TSP to ensure required connectivity is provided. The tenderer shall be provided the required letters/authorization in this reference. But the complete responsibility to ensure solution is delivered and integrated as per tender requirement shall lie with the bidder.

21 The solution shall be hosted and implemented at data center and shall be secure. Complete hardware and software required for the solution shall be provided by the selected agency. The cost related to same shall be borne by the agency.

22 The system shall support continuous location tracking of victim as per configurable frequency and shall provide this location information to CAD and MDT on continuous basis.

23 The detection of the caller location should be identified within 5-15 sec in the system

24 Bidder shall be integration ready and shall have done integration with Indian TSPs and MNP database earlier.

Note:- The above speculations are indicative and minimum specifications however the bidders are allowed to propose better specifications as a part of the solution


ANNEXURE 22: NATIONAL AMBULANCE CODE AND AIS 125


ANNEXURE 23: LIST OF EQUIPMENT AND CONSUMABLES REQUIRED IN BLS/ALS AMBULANCES

Equipment for Ambulances (ALS* & BLS)

# Equipment

Schedule I Items

1 Auto Loader – Collapsible stretcher with mattresses

2 Wheelchair with 4 wheels

3 Suction Apparatus AC / D.C & Manual

4 A.E. D

5 Monitor-Multichannel monitor

6 Syringe infusion pump

7 Volume infusion pump

8 Monitor- (Multi channel monitor and defibrillator) OR (multichannel monitor + AED)

Schedule II Items

9 Pupillary Torch with batteries

10 Stethoscope adult and paediatric

11 Stethoscope neonatal

12 BP Apparatus (Manual-Aneroid) with one adult and one paediatric cuff

13 Gluco Meter

14 EMT Shears

15 Toothed Forceps- Dissecting 6 inch

16 Artery Forceps 6 in

17 Surgical Scissors Medium

18 Kidney Tray Plastic 500Ml. Capacity

19 Scoop Stretcher

20 Spine board with straps and head blocks (Rigid Block

21 Spine board pediatric, with head recess, straps and head immobilizer

22 Splints:-(4 sizes) Padded aluminium Sheet splints (long leg-1, short leg-1, Long arm-1, short arm-1)

23 Suction Apparatus -Hand Held

24 Bag mask Device Adult -Silicon

25 Bag mask Device Bag Child- Silicon

26 Bag mask Device Bag neonate- Silicon

27 Flow Meter - Back Pressure Compensated

28 Humidifier with Metal / ABS Caps

29 Regulator 2 Stage

30 Oxygen pipe 1.4Mtrs length with 280 bar/4060PSI test with male, female bullnose brass connector

31 Oxygen Cylinder D type

32 Portable Oxygen Cylinder with dial type flow meter

33 Thermometer (Digital)

34 Laryngoscope handle fiberoptic blade (Macintosh) No.0,1,2,3,4

35 Laryngoscope handle fibro optic miller blade No.00,0,1,2

36 Needle & Syringe Destroyer, electric

37 Goggles

38 Urine Pan Plastic, Universal

39 Cervical Collar hard Adjustable

40 Bed Pan, plastic

Schedule III Items

41 Aprons

42 Raincoat

43 Fire Blanket

44 Goggles- Scratch Resistant

45 Shoes (gumboot)


# Equipment

46 Shoes

47 Fire Extinguish

Note:

1. Any repair and maintenance which are covered under the standard warranty period shall be the

responsibility of the Ambulance Integrator/ Supplier

2. For equipment without standard warranty period, beyond the standard warranty period and CMC, it

is the responsibility of the Service Provider to maintain, repair, replace the equipment.

List of Drugs & Consumables for Ambulances (ALS & BLS)

S. No. Item Description UOM Minimum

Quantity Level

Category A

1 Adrenaline Tartarate 1ml Injection Each 5

2 Atropine Sulphate 1ml Injection Each 30

3 Pheniramine Maleate 2ml Injection Each 10

4 Buscopan 1ml Injection Each 10

5 Distilled water 5ml Each 5

6 Frusemide 2ml Injection Each 10

7 Paracetamol 2ml Injection Each 15

8 Ranitidine Hydrochloride 2ml Injection Each 20

9 Tramodal Hydrochloride 2ml Injection Each 20

10 Ondansetron 2ml Injection Each 20

11 Oxytocin 1ml Injection Each 10

12 Magnesium Sulphate 2ml Injection Each 5

13 Theophyllin 2ml Injection Each 10

14 Midazolam 5ml/5mg Injection Each 3

15 Hydrocortisone 100ng Injection Each 2

16 Xylocaine Gel 2% 30 GM Tube 1

17 Oral Glucose 100 gms Packet 4

18 Oral rehydration solution 4.2 gms Packet 20

19 Salbutamol 2.5ml Respirator Solution Each 5

20 Budesonide 2ml Respirator Solution Each 5

21 LevoSalbutamol + Ipratropium bromid 2.5ml Each 5

22 Anesthetic Antacid gel 200 ml Bottle 2

23 Paracetamol 60ml syrup Bottle 1

24 Acetylsallcylic Acid 350mg Tablets Strip of 14 2

25 Isosorbidedinitrite 5mg Tablets Strip of 50 1

26 Dextrose 25% 100ml IV Bottle 10

27 Normal Saline 250ml IV Bottle 24

28 Ringers Lactate 250ml IV Bottle 24

Category B

1 Povidine Iodine 500ml Solution Bottle 1

2 Surgical Spirit 400 ml Solution Bottle 2

3 Medicated Adhesive Plaster Bandaid Each 10

4 Cotton 400grms Gross Each 2



Quantity Level

5 Cotton Crepe Bandage 6 cm X 4 mts Each 2

6 Dressing Pads 10cm X 10cm Each 20

7 Dressing Pads 20cm X 10cm Each 20

8 Elastic Adhesive bandage Plaster 10cm X10mt Each 1

9 Absorbant Gauze Cloth 100X16 MTR Each 2

10 Absorbant Gauze Rolls 4" (10cm X 3m) Pack of 10 4

11 Absorbant Gauze Rolls 6" (15 cm X 3m) Pack of 10 4

12 Adhesive Plaster 5cm X 10mtr Each 1

13 Face Mask 3 ply (2 X 50 = 100) 2 X 50 2

14 Disposable Latex Gloves-7.0 Box of 100 5

15 Disposable Syringes 2 CC Each 30

16 Disposable Syringes 5 CC Each 10

17 Disposable Syringes 10CC Each 4

18 Glucostrips - On call Box of 25 1

19 Oropharyngeal Air Way 0 Each 2

20 Oropharyngeal Air Way 1 Each 2

21 Oraopharyngel Air Way 2 Each 2



24 I.V. Drip Set Each 25

25 Intracath Cannula 16 Each 2





30 Click Clamps Each 10

31 Mackintosh Rubber Sheet 2mtr X 90 cms Each 1

32 Gluco Lancets Each 25

33 Nasopharyngeal Airway 6.5 mm Each 1

34 Nasopharyngeal Airway 7 mm Each 1


36 Nasopharyngeal Airway 8 mm Each 1


38 Oxygen Mask adult Each 3

39 Oxygen Mask Child Each 3

40 Nasal Cannula Adult Each 2

41 Nasal Cannula Child Each 2

42 Non-rebreather mask-Adult Each 1

43 Non-rebreather mask-Pediatrip Each 1

44 Nebulizer Mask Adult Each 2

45 Dispo Delivery Kit (Newly customised) Each 3

46 Mucus Sucker Each 2

47 Suction Catheters 12 ft. Each 3

48 Suction Catheters 16 ft. Each 3

49 Nebuliser Mask Child Each 2



Quantity Level

50 Micro Infusion Set Each 2

51 Surgical Blade (Medium) Each 5

Category C

1 Air Freshening Cake (Odonil like) Packet Each 1

2 Bio medical waste disposal covers (red) kg 0.5

3 Bio medical waste disposal covers (yellow) kg 0.5

4 Microlyse Disinfectant Cleaner 500ml Bottle 1

5 Cleaning Cloth (Doping) Each 5

6 Cleaning Cloth (Yellow) Each 5

7 Hand Wash 250 ml Each 2

8 Door Mats Each 2

9 Glass Cleaner 500ml Each 1

10 Disinfectant hand rub 500 ml (disinfectant) Each 1

11 Mosquito Repellent Liquid with Machine (60 nights) Each 1

12 Room Freshener 500ml Each 1

13 Sponge 6" X 3.5" X 1.8" Each 3

14 Teflon Tape 3/4" 9 yards (L) X 18 MM (W) Each 2

15 Washing Powder 1kg Each 2

16 Motion Sickness bags Each 15

Category D

1 Envelope White (11"x5") Each 6

2 Registers - 2 Each 1

3 Blue Pen Each 2

4 Scribbling Pads Each 1

Minimum Ambulance Rescue Equipment for ambulances (ALS & BLS)

Ambulance (BLS) will carry the following additional items:

• Hammer, one four pound with 15 inch handle.

• One axe

• Wrecking Bar, minimum 24-inch (bar and 1 w preceding items can either be separate or combined as

a forcible entry tool).

• Crowbar, minimum 48 inches, with pinch point.

EQUIPMENT FOR 102 AVS VEHICLES

• Capable of accommodating stretcher (one) and oxygen cylinder (one) of required specification as

given below.

• The vehicle must have ladder for safe climbing, water and light facility and curtains in the windows

of the vehicle to maintain privacy.

SPECIFICATIONS:

Stretcher: (ISI/CE/FDA Mark) Minimum of 6 ft. (180 Cm) length with auto loading ambulance


stretcher having MS base and stainless-steel top and load bearing capacity at least 120 kg.

Oxygen cylinder: ISI/CE/FDE Mark, 10 Ltr., colour coded lightweight aluminum alloyed along

with medical grade oxygen delivery system.


ANNEXURE 24: GPS VEHICLE TRACKING SYSTEM SPECIFICATIONS

Sl. No Vehicle Tracking System (VTS) - Software

Required Features

1 Web Application: – The VTS Web Application should be provisioned with the necessary communication protocols and should have Real Time Integration with the GPS Devices Fitted inside the Sector Officers’ Vehicles and such other vehicles. The list of Major components/features to be provided through the Web Application is mentioned but not limited to as below:

2 Real Time Tracking and Monitoring of the Vehicles on MAP VIEWER

3 Group Tracking

4 Search Capabilities – The Web Application should have user friendly Vehicle Search options and user should be able easily search Vehicle by Assembly Constituency Name, Sector Number, Sector Magistrate Officer Name etc

5 Dashboards

6 MIS Reports

7 Recall and Revisit of Reports

8 Customized Reporting Tool

9 Aggregate Dashboard/Report functionality (for example user should be able to see Dashboard/ run Report for All Districts, Blocks, State Boundaries etc.

10 Archival Facility

11 Logs of All Vehicles with export to Excel or PDF

12 Trip Details

13 Low Battery Alert

14 Navigation History Playback and Tracking

15 Easy Configuration setting by Admin

16 Role based user control

17 Geo-Fencing (Functionality to setup Geo-fence areas for Vehicles and there should be an alert mechanism keeping track vehicles movements as vehicle(s) enter/exit the respective Geo-Fence areas)

18 Export Data (functionality to Download data in format PDF, Excel etc..)

19 Any additional customization based on the requirement

20 Hosting: - It is desired that the supporting Software and its Database of Web & Mobile Application for the Vehicle Tracking System to be set up and hosted by the successful bidder on the Server within the Geographic Boundary of India.

21 Offline Capability: - The GPS Tracker Devices installed in Vehicles should have the functionality to work in Offline mode wherever there is no network availability and should be able to store the Vehicle Tracking Log in GPS Tracker Device memory. As soon as there is availability of Network, the data stored in offline mode should be synched with the Online Vehicle Tracking System Software.


GPS Tracking Device Specification

S. No Features Specifications

Module

1 Technology GSM/GPRS/GNSS/BLUETOOTH

GNSS

1 GNSS GPS, GLONASS, GALILEO, BEIDOU, SBAS, QZSS, DGPS, AGPS

2 Receiver 33 channel

3 Tracking sensitivity -165 dBM

4 Accuracy < 2.5m CEP

5 Hot start < 1 s

6 Warm start < 25 s

7 Cold start < 35 s

CELLULAR

1 Technology GSM

2 Data transfer GPRS Multi-Slot Class 12 (up to 240 kbps), GPRS Mobile Station Class B

3 Data support SMS (text/data)

POWER

1 Input voltage range 6 - 30 V DC with overvoltage protection

2 Back-up battery 170 mAh Li-Ion battery (0.63 Wh)

3 Power consumption At 12V < 2 mA (Ultra Deep Sleep)

4 At 12V < 4 mA (Deep Sleep)

5 At 12V < 5 mA (Online Sleep)

6 At 12V < 6 mA (GPS Sleep)

7 At 12V < 25 mA (nominal)

BLUETOOTH

1 Specification 4.0 + LE

2 Supported peripherals

I button senor

INTERFACE

1 Digital Inputs 1

2 Digital Outputs 1

3 Analog Inputs 1

4 GNSS antenna Internal High Gain

5 Cellular antenna Internal High Gain

6 USB 2.0 Micro-USB

7 LED indication 1 status LED lights

8 SIM 128MB internal flash memory

PHYSICAL SPECIFICATION



1 Dimensions 78,15 x 42,75 x 21 mm (L x W x H)

2 Weight 69g

OPERATING ENVIRONMENT

1 Operating temperature (without battery)

-40 °C to +85 °C

2 Storage temperature (without battery)

-40 °C to +85 °C

3 Operating humidity 5% to 95% non-condensing

4 Ingress Protection Rating

IP54

5 Battery charge temperature

0 °C to +45 °C

6 Battery discharge temperature

-20 °C to +60 °C

7 Battery storage temperature

-20 °C to +45 °C for 1 month

8 -20 °C to +35 °C for 6 months

FEATURES

1 Sensors Accelerometer

2 Scenarios Green Driving, Over Speeding detection, Jamming detection, GNSS Fuel Counter, DOUT Control Via Call, Excessive Idling detection, Unplug detection, Towing detection, Crash detection, Auto Geofence, Manual Geofence, Trip

3 Sleep modes GPS Sleep, Online Deep Sleep, Deep Sleep, Ultra Deep Sleep

4 Configuration and firmware update

OTA

5 SMS Configuration, Events, DOUT control, Debug

6 GPRS commands Configuration, DOUT control, Debug

7 Time Synchronization

GPS, NITZ, NTP

8 Fuel monitoring LLS (Analog), OBDII dongle

9 Ignition detection Digital Input 1, Accelerometer, External Power Voltage, Engine RPM (OBDII dongle)

10 Other Requirement GPS should be installed at each vehicle it should be independent of MDT however it should allow integration with MDT. GPS and MDT should be integrated and at every update from MDT, the GPS coordinates of every vehicle/ ambulance should be sent to the server

Other Requirements

1 Data Acquisition In case of no coverage Device should log up to 20000 logs on the inbuilt memory and these shall be transmitted when back into the network coverage area. The store and forward mechanism in no case should result in loss of data packets

The data packet received at the Vehicle Tracking System Software server side should have Device Unit ID, latitude, longitude, Speed, Time Stamp, Distance Travelled, all analog and digital inputs of the vehicle. GPS Fix Device should capture the movement in & out from



GPRS coverage zone to non-GPRS coverage and its return to GPRS coverage area with the location coordinates and data and Time stamp

All information coming from device shall be available with unit ID mapped to any of the vehicle parameters such as vehicle No, SIM No, Unique ID, or any other predefined and mapped custom Field(s).All way points and special event points (latitude, Longitude) should be of DecimalDegreesWGS84 format and should contain minimum of 6 decimal places and should not contain any Null Latitude or Null Longitude values

When the Vehicle traverses the same point more than once, at different times, the coordinates that are sent by device should not vary in their projection on any reference map data more than 10 meters. This also applies to forward and backward passing or halting at the same landmark.

Device Data need to be sent to Vehicle Tracking System Software Server directly from the devices without an intermediate cloud/co-location

The system should support SMS based commands including SMS to clear the stored data packets, to reboot the device and to re- configure the cloud IP.

2 Configuration Capabilities

Should have provision of a mapping table (master table) through software to map Vehicles with their Location IDs at the Cloud/Server-side

Device should be able to store primary and backup IP. Settings, the IP should be configurable from the cloud/server-side. All Alerts parameters within the device should be configurable from cloud/server-side. Firmware upgrades should be possible from cloud/server- side/OTA command

cloud/server-side Vehicle Tracking System software application should have capability to add/delete units to the system, switch-off units within the system, update time interval for messaging, stat stop updates and other system maintenance functions

Device should be capable of transmitting data with minimum time gap of 10 seconds and should be configurable from cloud/server-side for higher time intervals. The captured data should come to the cloud/server-side in the designated Database (such as Cassandra, Hadoop, MS-SQL, Postgre SQL/My SQL etc.)

Device should be provided with vehicle mounting accessories

3 Licensing Since it’s a service-based contract Vendor need to take care of all necessary licensing requirements (software, hardware etc..) and any upgrades during the period of contract

4 Product Architecture

Vendor has to provide the Architecture of the product / solution and all technical documents/help files

Note: - The technical specification provided in the RFP are the minimum requirements as desired by NHM-TS for smooth operation of the services. However, the Selected Agency can also provide AIS-140 approved GPS devices in order to meet the desired KPIs and requirements as laid down in the RFP


ANNEXURE 25: MOBILE DISPLAY TERMINAL (MDT) SPECIFICATIONS

Sl. No Features Specifications

1 Operating system Android 9.0 or Higher

2 Display Size 8"

3 Display resolution 1280 *800

4 Display type LCD/IPS

5 Type of touch screen Capacitive

6 Display colour 16 Million

7 Brightness 310 or Higher

8 Connectivity tupe Wi-Fi + Cellular ( 4G )

9 GPS required

10 AGPS required

11 Wi-Fi connectivity Type 803.11 a/b/g/n 2.4 ghz +5ghz

12 Bluetooth connectivity 4.2

13 Accessories (Minimum) USB Cable, OTG Cable, Charger, Tampered Glass, Compatible Carry Case, Compatible protective cover, Compatible earphone, Tablet mount stand

14 USB Ports Micro Or Type c

15 Audio Ports 3.5mm audio jack or Bluetooth based headset/ earphone

16 Inbuilt Speakers Required

17 Mobile Device Management License

2

18 Minimum operating temperature

-20

19 Maximum Operating Temperature

55

20 Minimum operating humidity 40

21 Maximum operating humidity 95

22 Micro SD Card Support 128 GB

23 Rear Camera Megapixel 8

24 Front Camera Mega Pixel 2

25 Video Recording Resolution 1080 P

26 Video Recording Frame Rate 30 Or More

27 Digital Zoom Required

28 Geo Tagging Feature Required

29 Battery Capacity 5000Mah or more

30 Weight Including Battery Maximum 850 Grams


Sl. No Features Specifications

31 Specific Absorption rate </=1.6watt/kg

32 BIS Registration under CRS of MEITY for tablet along with battery

Required

32 Certifications Required

33 Google mobile service certification

Required

34 ingress Protection IP67/IP65 or above

35 Other Shall be provided with Rugged casing and other Mounting Accessories for mounting in the Vehicle

Note: - The technical specification mentioned are minimum specifications. The Selected Agency may provide a better solution in order to meet the KPIs and requirements as laid down under this


ANNEXURE 26: VIDEO WALL SPECIFICATIONS

Equipment Quantity Component Indicative Specifications

55 Inch 2x2 Video wall Monitors with controller

(10x4 feet)

2

Diagonal Size 55"

Number of panels 8

Type D-LED or better

Resolution 1920*1080 or better

Pixel Pitch(mm) 0.63 mm (H) * 0.63mm(V) or better

Brightness 700 cd / m2 or better

Contrast Ratio 5,00,000:1 or better

Viewing Angle(H/V) 175/175 or better

Response Time 10 ms or better

Display Colours 8bit-16.7M or better

Operation Hour 24/7

Input - RGB Analog D-SUB, DVI-D, Display Port 1.2

VIDEO HDMI1, HDMI2

AUDIO Stereo mini Jack

USB Yes

Output - RGB DP 1.2 (Loop-out)

AUDIO Stereo mini Jack

Connectivity ports RS 232 C (in / out), RJ 45

Sensor type Detachable type (IR, Ambient)

Power Supply AC100-240V~ (+/-10%),50/60Hz

Vesa mount 600X400 mm

Bezel to Bezel width 1.7mm or less

Certification Safety - UL 60950-1

Others

EMC - EN55022, EN55024

Video wall 10X10 Daisy chain support

Image rotation

UHD resolution support

Firm ware update through USB

Controller Features

The controller should offer advanced access and real-time

control of Local and remote AV Input devices

It should allow users to independently switch and route

multimedia by pressing the front panel buttons

It should have built-in scaler on each output port to support

scaling function for different video resolutions

The front panel LCD should show active port connections

It should have capability to accommodate any combinations

of digital formats such as DVI, HDMI etc.

It should have capability to connect 16 Video sources to any

of 16 displays

It should support various video resolutions like

480p,720p,1080p, VGA, SVGA, XGA, SXGA, WUXGA

It should support 3DHDMI deep colour

It should have EDID expert setting for high quality display


Equipment Quantity Component Indicative Specifications

It should easily switch between multiple sources and multiple

displays

It should have front panels push buttons

It should have built-in bi directional RS 232 serial port for

system control

It should have browser-based GUI and should support Telnet

It should have firm ware upgrade through Web

It should have rack mountable

It should have high speed switching between all inputs and

outputs to minimize latency

It should have built hot pluggable fans cooling mechanism

It should have hot pluggable redundant power supply

It should have following Ports /Switches

• Ethernet –RJ 45

• RS 232

• RS 485

• Input pushbuttons -16 Nos

• Output pushbuttons -16 Nos

Power input 230VAC

Note: - The technical specification mentioned are minimum specifications. The Selected Agency may provide a better solution in order to meet the KPIs and requirements as laid down under this


ANNEXURE 27: MASTER SERVICE AGREEMENT

Master Service Agreement

For

“Request for Proposal for Selection of Agency for Setup, Operations & Management of 108 Emergency Medical

Ambulance Services (EMAS), 102 Amma Vodi Services, Free Hearse Services & 104 Health Helpline”

This Master Services Agreement (“Agreement”) is made and entered into at Hyderabad, Telangana India on

this [●] day of [●], 2022. The effective date of Agreement is [●], 2022.

BY AND BETWEEN

National Health Mission-Telangana State, represented by its Mission Director and having its registered office

at O/o Commissioner, Health Medical and Family Welfare Department, Government of Telangana, 3rd Floor

DME Building, DM&HS Campus, Opp. Koti Women's College Road, Kutbi Guda, Sultan Bazar, Koti, Hyderabad,

Telangana 500095, (hereinafter referred to as "NHM-TS" which expression shall, unless repugnant to the

context or meaning thereof, include its administrators, successors and assigns) of the FIRST PART;

AND

[●], special purpose vehicle (“SPV”) incorporated as a company under the provisions of the Companies Act,

2013 with its registered office at [●] [insert address of registered office], represented by [●] [insert name and

designation of the Authorized Signatory of the SPV] (hereinafter referred to as the “Selected Agency”, which

expression shall, unless repugnant to the context or meaning thereof, include its administrators, successors

and assigns) of the SECOND PART

NHM-TS and the Selected Agency shall collectively be referred to as ‘Parties’ and individually as ‘Party’.

WHEREAS

A. NHM-TS, Government of Telangana required the services of an agency for providing “for Setup,


Services, Free Hearse Services & 104 Health Helpline (“Project”). NHM-TS had accordingly invited

proposals under its RFP reference no. __________________ dated _____________ 2022 (“RFP”) and

issued, subsequent Corrigendum No. [●] dated [●] respectively.

B. NHM-TS had prescribed the technical and financial terms and conditions and invited proposals from

eligible bidders pursuant to the RFP for undertaking the Project.

C. The [Selected Bidder/Consortium comprising ………. and ……….. and……….(collectively the

“Consortium” ……….) with ………… as its lead member (the “Lead Member”)4 ]was one of the Bidders

who had submitted its proposal for the Project (the “Proposal”) on the e-tender portal. Following the

evaluation of the proposals submitted by the Bidders, including that of the Selected Bidder, NHM-TS

had accepted the Proposal. Subsequently, NHM-TS had issued the work order no. [____] dated [_____]

(the “Work Order”) to the Selected Bidder, inter alia, requiring it to incorporate a private limited

4 This will be suitably modified in case the Bidder being a single entity.


company under the Companies Act and execution of this Agreement within 30 (thirty) days of the date

of issue thereof.

D. The {Selected Bidder/Consortium} has since incorporated the Selected Agency and has requested

NHM-TS, by its letter dated [●], to accept the Selected Agency as the entity which shall undertake and

perform the obligations and exercise the rights of the [Selected Bidder/Consortium] including the

obligation to enter into this Agreement pursuant to the Work Order. The Selected has further

represented to the effect that the ownership and control of the Selected Agency has been structured

by the Selected Bidder/Consortium for the purposes hereof.

E. NHM-TS had agreed to the request of the Selected Bidder, and accordingly intends to enter into this

Agreement with the Selected Agency for execution of the Project, subject to and on the terms and

conditions set forth hereinafter.

NOW, THEREFORE, IN CONSIDERATION OF THE PROMISES AND OF THE MUTUAL COVENANTS AND

AGREEMENTS HEREINAFTER CONTAINED, THE PARTIES HAVE AGREED AND DO HEREBY AGREE AS FOLLOWS:

1. DEFINITIONS

In this Agreement, unless the context otherwise requires, the following words, expressions and

abbreviations shall have the following meanings:

“Agreement” shall mean this Agreement for providing “Operations and Management of 108 Emergency

Medical Ambulance Services (EMAS), 102 Amma Vodi & 104 Health Helpline Services for NHM, TS”.

“Applicable Law” shall mean all laws brought into force and effect as on the date hereof and which may

be promulgated or brought into force and effect hereinafter in India including any revisions,

amendments or re-enactments including without limitation the rules, regulations and notifications

made there under and judgments, decrees, injunctions, writs and orders of any court of record, as may

be in force and effect.

“Authorized Representative/ Signatory” shall mean the representative/ officer vested explicitly (for the

Selected Agency, by means of a Power of Attorney as per this RFP) with the powers to commit the

authorizing organization to a binding agreement.

“Change in Ownership” shall mean a transfer of the direct and/ or indirect legal or beneficial ownership

of any shares, or securities convertible into shares, that causes (i) the aggregate holding of the Selected

Bidder/ Consortium, in the total equity not to decline below 51% (fifty one per cent) thereof for entire

Project duration following the Effective date of the Master Service Agreement and (ii) the holding of

each of the member of the SPV to decline below 26 % (twenty-six percent) of the paid up and subscribed

equity of the SPV, up to at least 06 (six) months from the Effective date of the Master Service Agreement

signed with NHM-TS. For the avoidance of doubt, any material variation (as compared to the

representations made by the Selected Bidder/ Consortium during the bidding process for the purposes

of meeting the minimum conditions of eligibility or for evaluation of its Bid, as the case may be,) in the

proportion of the equity holding of the Selected Bidder/ any Consortium Member to the total equity, if

it occurs prior to effective date of the Master Service Agreement, is not allowed and the Selected Bidder/

Consortium, as the case may be, shall forthwith be disqualified.

“Consortium” shall have the meaning as set forth in Recital C;

“Contract Period” shall mean a period of 5 (five) years from the date of signing of this Agreement.


“Effective Date” shall mean the date of execution of this Agreement.

“Equity” shall mean the sum expressed in Indian Rupees representing the paid-up equity share capital

of the Selected Agency for meeting the equity component of the Total Project Cost and shall for the

purposes of this Agreement include convertible instruments or other similar forms of capital, which shall

compulsorily convert into equity share capital of the Company, and any interest-free funds advanced by

any shareholder of the Company for meeting such equity component.

“NHM-TS” shall mean the National Health Mission, Telangana State constituted as a Society under the

Government of Telangana.

“Nodal, NHM-TS” shall mean an NHM-TS officer to whom the relevant administrative or financial powers

have been delegated for taking decision in a matter relating to procurement. For the purpose of this

Agreement, the Mission Director, NHM-TS shall be the Nodal NHM-TS.

“Proposal” shall mean the Proposal submitted by the Selected Bidder pursuant to the RFP.

“RFP” means the Request for Proposal dated _____ ______ 2022 pursuant to which proposals were

invited by Telangana State Technology Services Ltd (TSTS) for “Selection of Agency for Operations and

Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi & 104 Health

Helpline Services for NHM, TS” bearing reference no. ____________;

“Selected Agency” or “SPV” shall mean the private limited company incorporated by the Selected

Bidder/Consortium under the Companies Act, 2013 to contract with NHM-TS for the “Operations and

Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi & 104 Health

Helpline Services for NHM, TS” for the contracted period;

“Selected Bidder(s)” shall mean the Selected Bidder as defined under the RFP;

2. INTERPRETATION

(a) the words and expressions beginning with capital letters and defined in this Agreement shall have

the meaning ascribed thereto herein, and the words and expressions used in this Agreement and

not defined herein but defined in the RFP shall, unless repugnant to the context, have the meaning

ascribed thereto in the RFP

(b) a reference to any agreement is a reference to that agreement and all exhibits, schedules,

annexures and the like incorporated therein, as the same is amended, modified, supplemented,

waived, varied, added to, substituted, replaced, renewed or extended from time to time;

(c) a reference to statutes shall be construed as including all statutory provisions consolidating,

amending, modifying, supplementing or replacing the statute referred to;

(d) any reference to a person or entity shall include such person's and such entity's successors and

permitted assigns, and shall include all natural persons, corporations, companies, and

partnerships and other legal entities;

3. The following documents attached hereto shall be deemed to form an integral part of this Agreement:

• Schedule 1: Scope of Work (Section 4.1 onwards in the RFP reference no. _________)

• Schedule 2: Financial Proposal

• Schedule 3: Key Performance Indicators (“KPIs”) (Section 6 in the RFP reference no.

_______________)


4. The mutual rights and obligations of NHM-TS and the Selected Agency shall be as set forth in the

Agreement; in particular:

4.1. The Selected Agency shall carry out the services in accordance with the provisions of the Agreement,

Work Order, RFP document and subsequent Corrigenda.

4.2. NHM-TS will make payments to the Selected Agency in accordance with the provisions of the

Agreement, Work Order, RFP document and subsequent Corrigenda.

5. AGREEMENT COMMENCEMENT AND EXECUTION

5.1 Commencement, Completion and Termination of Agreement

5.1.1 Effectiveness of Agreement: This Agreement shall be effective from the date of signing of this

Agreement by both the Parties i.e., NHM-TS and the SPV (Selected Agency).

5.1.2 Commencement of Services: The Selected Agency shall commence services from the date notified by

NHM-TS.

5.1.3 Expiration of Agreement: Unless terminated earlier pursuant to relevant clauses in this Agreement

hereof, this Agreement shall expire when services have been completed and all payments have been

made at the end of such time period after the effective date.

6. Obligations of NHM-TS

6.1 Assistance and Exemptions: NHM-TS will use its best efforts to ensure that the Government will provide

the Selected Agency with work permits and such other documents as necessary to enable the Selected

Agency to perform the services.

6.2 Issue to officials, agents and representatives of the Government all such instructions as may be

necessary or appropriate for the prompt and effective implementation of the services.

7. Obligations of the Selected Agency

7.1 Subject to and in accordance with the terms and conditions provided in the RFP and this Agreement, the

Selected Agency shall have the following obligations:

7.1.1 The Selected Agency shall furnish the Performance Security in favor of NHM-TS, Government of

Telangana, in accordance with the terms of the RFP read with this Agreement.

7.1.2 The Board of Directors of the Selected Agency shall nominate the [Managing Director/ majority

shareholder in the Selected Agency] as the Authorized Representative of the Selected Agency to liaise

with NHM-TS for the operation and implementation of the Project. The Authorized Representative’s

authorization should be confirmed by a written power of attorney and Board Resolution passed by the

Board of Directors of the Selected Agency.

7.1.3 The Selected Agency having been set up for the sole purpose of exercising the rights and observing

and performing its obligations and liabilities under this Agreement, the Selected Agency shall not,

except with the previous written consent of NHM-TS, be or become directly or indirectly engaged,

concerned or interested in any business other than as envisaged herein.

7.1.4 The Selected Agency shall on and from the Effective date of this Agreement, effectively perform and

discharge all the service requirements, obligations, responsibilities set forth in the Scope of Work and

under the various sections of the “Request for Proposal for Selection of Agency for Setup, Operations

& Management of 108 Emergency Medical Ambulance Services (EMAS), 102 Amma Vodi Services, Free

Hearse Services & 104 Health Helpline for NHM, TS” (“Project”) in accordance with the provisions of

the RFP read with this Agreement or arising hereunder.


7.1.5 The Selected Agency shall not, at any given point of time, assign or delegate its rights, duties, or

obligations except in accordance with the provisions of the RFP read with this Agreement.

7.1.6 The Selected Agency shall ensure and procure that its third-party vendors, if any, comply with all

Applicable Permits and Applicable Laws during their performance of any of the Selected Agency’s

obligations under this Agreement.

7.1.7 In addition to the provisions set forth in the RFP, the Selected Agency shall comply with all the

Applicable Laws including but not limited to all acts, amendments, rules, codes, guidelines,

notifications as issued by Central Government/ State Government/ MoHFW/ NHM-TS in connection to

the performance of the Selected Agency’s obligations under this Contract.

7.1.8 The Selected Agency shall always act in a manner consistent with the provisions of this Agreement and

not cause or fail to do any act, deed or thing, whether intentionally or otherwise, which may in any

manner violate any of the provisions of this Agreement, Applicable Laws and/or Applicable Permits;

7.1.9 The Consortium members shall be jointly and severally responsible for all obligations and liabilities

relating to the Project for the entire Contract Period or such extended term as may be mutually agreed

between NHM-TS and the Selected Agency in accordance with the provisions of the RFP read with this

Agreement and the Joint Bidding Agreement dated [●].

7.1.10 The [Selected Bidder/ Consortium member] undertakes to be individually liable for the performance

of their part of the obligations without in any way limiting the scope of collective liability envisaged in

this Agreement.

7.1.11 Except as specified in the Joint Bidding Agreement, it is agreed that sharing of responsibilities as

aforesaid and equity investment obligations thereto shall not in any way be a limitation of

responsibility of the parties in the Selected Agency.

7.2 Obligations relating to Change in Ownership

7.2.1 The highest share of (percent) i.e., the highest equity shareholding in the subscribed and paid-up equity

of the Selected Agency, which shall not be less than 26% (twenty six percent), be held by the [Selected

Bidder/Lead member of the Consortium] up to at least 6 (six) months from the Effective date of this

Agreement.

7.2.2 That a minimum of 26% (twenty-six per cent) of the subscribed and paid-up equity of the Selected

Agency shall be held up to at least 6 (six) months from the Effective date of this Agreement by [Selected

Bidder/ Consortium member] whose technical/financial capacity were reckoned for the purposes of

qualification in terms of the RFP.

7.2.3 The [Selected Bidder/ Consortium] shall collectively hold at least 51% (fifty-one per cent) of the

subscribed and paid-up equity of the Selected Agency for the entire Contract Period or such extended

term as may be mutually agreed between NHM-TS and the Selected Agency.

7.2.4 The [Selected Bidder/ Consortium] as a part of the Selected Agency shall comply with all equity lock-in

requirements set forth in this Agreement.

7.2.5 Subject to the conditions mentioned hereinabove under Clause 7.2, there shall be no Change in

Ownership in the Selected Agency except in accordance with the provisions of the RFP read with this

Agreement.

7.2.6 In case there is any change in equity shareholding or otherwise in the Selected Agency as is allowed

under this Agreement, the Selected Agency shall intimate NHM-TS of such change forthwith.

8. Period of Contract


The Contract will be signed with the Selected Bidder (the “Selected Bidder”) initially for a period of 5

(five) years (“Contract Period”). The Contract, post 5 (five) years, may be extended based on the

performance of the Selected Agency at the sole discretion of NHM-TS only.

9. Performance Security

9.1 Performance Security equivalent to 5% (five percent) of the Annual Project Cost (“Performance

Security”) shall be furnished from a Nationalized/ Scheduled Bank, before execution of the Contract, in

the form specified in this RFP. The Performance Security shall be furnished in the name of the SPV

before execution of the Contract and, thereafter during Contract Period.

9.2 The Selected Bidder shall supply the Performance Security on an annual basis instead of supplying the

Performance Security together for 5 (five) years.

9.3 The Performance Security will be retained by NHM-TS until the completion of the Project by the Selected

Agency and be released 60 (sixty) days after the completion of the Project. The Performance Security

shall be returned upon being satisfied that there has been due performance of the obligations of the

Selected Agency under the Contract. However, no interest shall be payable on the Performance Security.

9.4 The Performance Security may be invoked on violation of any of the conditions given below:

(a) The Selected Agency is not able to deliver services as per KPIs as set out in the Contract;

(b) The Selected Agency or its employee(s) is involved in any unlawful activity during its engagement

with NHM-TS;

(c) In case Selected Agency fails to comply with approved Exit Management Plan.

9.5 The Selected Agency shall keep the Performance Security replenished at all times. Such replenishment

may be required if NHM-TS has withdrawn/ deducted from the Performance Security owing to a default

and the replenishment shall have to be done by the Selected Agency within 30 (thirty) working days of

the withdrawal by NHM-TS from the Performance Security. Failure to do so on part of the Selected

Agency shall result in an event of default by the Selected Agency.

10. Interference with Tender Process

If the Selected Agency fails to enter into Contract after being declared the Selected Bidder / fails to

provide Performance Security or any other document or security required in terms of the RFP document

after being declared the Selected Bidder, without valid grounds, shall, in addition to the recourse

available in the RFP document or the Contract, EMD submitted shall be forfeited.

11. Failure to agree with the “Terms and Conditions” of the RFP/Contract

Failure of the Selected Agency to agree with the terms & conditions of the RFP/Contract shall constitute

sufficient grounds for the annulment of the Proposal or the award. In such circumstances, NHM-TS

would reject the Proposal and forfeit the Earnest Money Deposit as specified in this RFP document.

12. Signing of Contract

The Selected Bidder shall execute the Contract within 1 (one) month from the date of Work Order with

NHM-TS. The Agreement shall be signed with the Authorized Representative of the Selected Agency/

SPV which has been formed for the implementation of the Project. In exceptional circumstances, on

request of the Selected Bidder in writing for extension, NHM-TS reserves the right to grant an extension

for appropriate period after getting satisfied with the reasons given. In addition to terms and conditions

being mentioned hereunder, all terms and conditions of the RFP and Corrigenda issued shall also be

applicable for the Contract.


13. Contract Documents

Subject to the order of precedence set forth in the Contract, all documents forming the Contract (and

all parts thereof) are intended to be correlative, complementary, and mutually explanatory.

14. Execution of Contract

During the Contract Period, the Selected Agency will work closely with NHM-TS and will perform the

activities as per the Scope of Work. In case of poor performance, or unjustified & repeated delays in

execution and implementation of the Project, NHM-TS will issue a notice in writing to the Selected

Agency. If the Selected Agency fails to provide an explanation or resolve the issues raised within time

allotted, then NHM-TS shall be entitled to terminate the Contract. In this case, the Performance Security

shall be forfeited.

15. Costs of Signing

The Selected Agency shall bear all the costs related to the signing and registration of the Agreement

between NHM-TS and the Selected Agency including but not limited to stamp duties and registration

charges.

16. Sub-Contracting

The Selected Agency may subcontract for deploying ambulances/vehicles described under the Scope of

Work section in the RFP/ Contract with the understanding that there shall be no diminution in the quality

or level of the services expected of the Selected Agency and that the Selected Agency remains fully

accountable towards NHM-TS in respect of the services sub-contracted. The Selected Agency alone shall

bear all the cost of sub-contracting of such services. NHM-TS shall not entertain or owe responsibility

for any obligations/ liabilities towards the third-party vendor contracted by Selected Agency either on

ground of delay in release of payment by NHM-TS towards the Selected Agency or for any other reasons

whatsoever.

17. Reporting

All correspondences by the Selected Agency shall be addressed to the Mission Director of NHM-TS.

However, on a regular basis, the Selected Agency shall be in contact with the designated staff of NHM-

TS for day-to-day requirements for implementation of the Project.

18. Responsibility for accuracy of Project documents

The Selected Agency shall be responsible for accuracy of the contents of all outcome reports and

prescribed Project documents prepared and submitted to NHM-TS, as a part of these services. The

Selected Agency shall indemnify NHM-TS against any adverse outcomes attributable to inaccuracies in

the defined Scope of Work, which might surface and arise during the implementation of the Project.

19. Monitoring of Contract

19.1 NHM-TS shall designate a Nodal or authorized officer(s) or representative and/ or any third party for

monitoring of the Project, validation and analysis of KPI’s, penalties, billing invoices, and delivery of the

services under this Contract. NHM-TS shall review the performance of the Selected Agency against the

KPI’s/ SLA at any given time or duration. The supervision report about the performance of any Services

pursuant to this project by the Selected Agency or any other agency as appointed by NHM-TS shall form

the basis for imposing Damages/ penalties for breach of contract. The results of said review will be

shared by NHM-TS with the Selected Agency. NHM-TS reserves the right to appoint a third-party auditor/

agency to validate the Deliverables under this contract. Based on the instructions of the Client, the


findings of the third-party auditor/ agency shall be accepted and addressed by the Agency in

consultation with NHM-TS

19.2 If delay in delivery of service is observed, a performance notice shall be given to the Selected Agency to

speed up the delivery. Any change in the constitution of the Selected Agency shall be notified forth with

by the Selected Agency in writing to NHM-TS and such change shall not relieve Selected Agency, from

any liability under the Contract.

20. GENERAL TERMS AND CONDITIONS

20.1 Fraud and corrupt practices

20.1.1 Without prejudice to the rights of NHM-TS under Clause 20.1 hereinabove and the rights and remedies

which NHM-TS may have under the Work Order or the Contract, if the Selected Bidder/Agency, as the

case may be, is found by NHM-TS to have directly or indirectly or through an agent, engaged or indulged

in any corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive

practice during the Selection Process, or after the issue of the Work Order or the execution of the

Contract, such Selected Bidder/Agency shall not be eligible to participate in any tender issued by NHM-

TS during a period of 3 (three) years from the date such Selected Bidder/Agency, as the case may be,

is found by NHM-TS to have directly or through an agent, engaged or indulged in any Prohibited

Practices.

20.1.2 For the purposes of the Clause 20.1.1 hereinabove, the following terms shall have the meaning

hereinafter respectively assigned to them:

(a) “corrupt practice” means (i) the offering, giving, receiving, or soliciting, directly or indirectly, of

anything of value to influence the action of any person connected with the Selection Process (for

avoidance of doubt, offering of employment to or employing or engaging in any manner

whatsoever, directly or indirectly, any official of NHM-TS who is or has been associated in any

manner, directly or indirectly with the Selection Process or the work order or has dealt with

matters concerning the Contract or arising there from, before or after the execution thereof, at

any time prior to the expiry of one year from the date such official resigns or retires from or

otherwise ceases to be in the service of NHM-TS, shall be deemed to constitute influencing the

actions of a person connected with the Selection Process; or (ii) save as provided herein, engaging

in any manner whatsoever, whether during the Selection Process or after the issue of the Work

Order or after the execution of the Contract, as the case may be, any person in respect of any

matter relating to the Project or the Work Order or the Contract, who at any time has been or is

a legal, financial or technical consultant/ adviser of NHM-TS in relation to any matter concerning

the Project;

(b) “fraudulent practice” means a misrepresentation or omission of facts or disclosure of incomplete

facts, in order to influence the Selection Process.

(c) “coercive practice” means impairing or harming or threatening to impair or harm, directly or

indirectly, any persons or property to influence any person’s participation or action in the

Selection Process.

(d) “undesirable practice” means (i) establishing contact with any person connected with or

employed or engaged by NHM-TS with the objective of canvassing, lobbying or in any manner

influencing or attempting to influence the Selection Process; or (ii) having a Conflict of Interest;

and


(e) “restrictive practice” means forming a cartel or arriving at any understanding or arrangement

among Bidders with the objective of restricting or manipulating a full and fair competition in the

Selection Process.

21. Debarment from Bidding

21.1 If NHM-TS finds that Selected Bidder/Agency has breached the code of integrity prescribed in Clause

20.1 hereinabove, it may debar the Bidder for a period of 3 (three) years.

21.2 Where the entire EMD or the entire Performance Security or any substitute thereof, as the case may be,

of Selected Bidder/Agency has been forfeited by NHM-TS in respect of the Selection Process or

procurement Contract, the Selected Bidder/Agency shall be debarred from participating in any Tender

Process undertaken by NHM-TS for a period of 3 (three) years.

21.3 NHM-TS shall not debar Selected Bidder/Agency under the Clause 21 hereinabove unless such Selected

Bidder/Agency has been given a reasonable opportunity of being heard.

22. Language

22.1 The Contract as well as all correspondence and documents relating to the Contract exchanged by the

Selected Bidder/Agency and NHM-TS, shall be written in English or Hindi language only.

22.2 All notices required to be given under this Contract and all communications, documentation and

proceedings which are in any way relevant to this Agreement shall be in writing and in English and Hindi

language, as applicable.

23. Confidentiality

23.1 National Health Mission, Telangana expects the Selected Agency or any person acting on behalf of the

Selected Agency to strictly adhere to the instructions given in the RFP document and maintain

confidentiality of information. This Agreement in its entirety is subject to Copyright Laws.

23.2 The Selected Agency shall be held responsible for any misuse of information contained in the RFP

document, Agreement and any other document in writing shared with the Selected Agency in relation

to the Selection Process and shall be liable to be prosecuted by NHM-TS in the event that such a

circumstance is brought to the notice of NHM-TS.

23.3 Information relating to the examination, clarification, evaluation and recommendation for the Selected

Agency shall not be disclosed to any person who is not officially concerned with the process or is not a

retained professional advisor advising NHM-TS in relation to, or matters arising out of, or concerning the

Selection Process. NHM-TS will treat all information, submitted as part of the Proposal, in confidence

and will require all those who have access to such material to treat the same in confidence. NHM-TS

may not divulge any such information unless it is directed to do so by any statutory entity that has the

power under law to require its disclosure or is to enforce or assert any right or privilege of the statutory

entity and/ or NHM-TS or as may be required by law or in connection with any legal process.

23.4 The staff deployed by the Selected Agency, whether of medical or non-medical category, shall be obliged

to protect the confidentiality of patients at all times and with regard to all aspects of the information

provided by the patient including information relating to their personal and domestic lives. The only

exception to this mandate of confidentiality is if the law requires the revelation of certain information,

or if there is a serious and identifiable risk to a specific person and / or community of a notifiable disease.

As per Information Technology Act, 2000 and Aadhaar Act, 2016 no report will be prepared with


patients’ demographic details i.e. phone no and Aadhaar ID. Necessary training must be imparted to the

staff involved in the Project and ensuring the Confidentiality of the patients.

23.5 The Selected Agency shall comply with all the Applicable Laws in India including but not limited to all

acts, amendments, rules, guidelines, notifications as issued by Central Government /State Government/

MoHFW/ NHM-TS in connection to protection of data privacy and confidentiality as applicable on the

Project.

24. Copyright

The copyright in all materials containing data and information furnished to the Selected Agency herein

shall remain vested in NHM-TS, or, if they are furnished to NHM-TS directly or through the Selected

Agency by any third party, including suppliers of materials, the copyright in such materials shall remain

vested in such third party.

25. No Partnerships

Nothing contained in this Agreement shall be construed or interpreted as constituting a partnership

between NHM-TS and the Selected Agency.

26. Force Majeure

Neither Party will be liable in respect of failure to fulfill its obligations, if the said failure is entirely due

to Acts of God, Governmental restrictions or instructions, natural calamities or catastrophe, epidemics

or disturbances in the country.

26.1 Force Majeure shall not include,

(i) any event which is caused by the negligence or intentional action of a Party or by or of such Party’s

agents or employees; nor,

(ii) any event which a diligent Party could reasonably have been expected to take into account at the

time of being assigned the work and avoid or overcome with utmost persistent effort in the

carrying out of its obligations hereunder.

26.2 A Party affected by an event of Force Majeure shall immediately notify the other Party within 7 (seven)

working days of such event, providing sufficient and satisfactory evidence of the nature and cause of

such event, and shall similarly give written notice of the restoration of normal conditions as soon as

possible.

26.3 The failure of a party to fulfill any of its obligations under the Work Order/ Contract shall not be

considered to be a breach of, or default under the Work Order/ Contract insofar as such inability arises

from an event of Force Majeure, provided that the Party affected by such an event,

(a) has taken all precautions, due care and reasonable alternative measures in order to carry out the

terms and conditions of the Work Order/ Contract, and

(b) has informed the other party within 7 (seven) days from the occurrence of such an event, including

the dates of commencement and estimated cessation of such event of Force Majeure; and

(c) the manner in which the Force Majeure event(s) affects the Party’s obligation(s) under the Work

Order/ Contract.

27. EVENTS OF DEFAULT AND TERMINATION

27.1 Agency Events of Default


27.1.1 The Selected Agency has failed to replenish the Performance Security within 30 (thirty) working days

of the encashment by NHM-TS of the earlier Performance Security.

27.1.2 The Selected Agency has abandoned the Project.

27.1.3 Any representation made or warranty given by the Selected Agency under this Agreement is found to

be false or misleading.

27.1.4 The Selected Agency has unlawfully repudiated this Agreement or has otherwise expressed an

intention not to be bound by this Agreement.

27.1.5 The Selected Agency is in material breach of any of its obligations as mentioned in Clause 7 of this

Agreement.

27.1.6 Any other instance explicitly mentioned in this Agreement as having constituted an event of default.

27.2 Termination for Default

27.2.1 NHM-TS may, without prejudice to any other remedy for breach of Contract, by written 30 (thirty) days’

notice of default send to the Selected Agency, terminate the Contract in whole or part if the Selected

Agency fails to deliver any or all of the systems and services within the period(s) specified in the

Contract, or within any extension thereof granted by NHM-TS pursuant to conditions of the terms and

conditions set out in the Contract or if the Selected Agency fails to perform any other obligation(s)

under the Contract.

27.2.2 In event of termination resulting under the aforesaid Clause 27.2 hereinabove, NHM-TS shall be liable

to make no payments in favor of the Selected Agency; however, NHM-TS will be entitled to forfeit the

Performance Security in addition to taking any other recourse available under the law, including

blacklisting the Selected Agency.

27.2.3 In the event that NHM-TS terminates the Contract in whole or in part, pursuant to the terms and

conditions set out in the Contract, it may procure, upon such terms and in such manner, as it deems

appropriate, systems or services similar to those undelivered and the Selected Agency shall be liable

to pay NHM-TS for all costs and expenses relating to procurement of such similar systems or services.

However, Selected Agency shall continue the performance of the Contract to the extent not

terminated.

27.3 Termination for Insolvency

NHM-TS may at any time terminate the Contract by giving a written notice of at least 30 (thirty) days

to the Selected Agency, if the Selected Agency becomes bankrupt or otherwise insolvent. In such event,

termination will be without compensation to the Selected Agency, provided that such termination will

not prejudice or affect any right of action or remedy that has accrued or will accrue thereafter to NHM-

TS.

27.4 Termination for Convenience

Either Party, by giving 30 (thirty) days’ written notice sent to the other Party may terminate the

Contract, in whole or in part at any time. The notice of termination shall specify that termination is for

convenience, the extent to which performance under the Contract is terminated and the date upon

which such termination becomes effective. However, any undisputed payment to the invoices of the

task accomplished by Selected Agency would be paid by NHM-TS.

27.5 Termination for Force Majeure

In event that a Force Majeure event continues for 90 (ninety) days and/or NHM-TS or the Selected

Agency does not see any feasibility of continuing the Project due to a Force Majeure event, then NHM-


TS may, on expiry of 90 (ninety) days or at any period before that in event of no foreseeability of Project,

issue a termination notice to the Selected Agency, terminating the Contract with immediate effect. The

Selected Agency shall be awarded 30 (thirty) days to complete any pending activities and clear the

premises provided by NHM-TS. Payments for works done prior to the commencement of the Force

Majeure period shall be duly paid to the Selected Agency by NHM-TS.

28. Premature Termination of Contract

In the event of premature termination of the Contract by NHM-TS on the instances other than non-

fulfillment or non-performance of the contractual obligation by the Selected Bidder/ Agency, the

balance remaining payments as on the date of termination shall be released within 6 (six months) from

the date of such termination.

29. Continuity of Operations

In case of termination, the Selected Agency shall continue operations on existing terms and conditions

as mentioned in the Exit Management Plan from the date of termination or the date of handing over of

complete operations including assets owned by NHM-TS to the succeeding agency or taking over of

complete operations by NHM-TS itself, whichever is earlier. All assistance shall be provided by the exiting

Selected Agency in handing over of all assets, policy documents, SOPs etc. to succeeding agency without

any extra cost on behalf of NHM-TS.

30. Exit Management Period

30.1 The Selected Agency shall provide NHM-TS with an exit management plan ("Exit Management Plan") as

a deliverable in writing in relation to the Contract as a whole and in relation to Project management,

implementation, operation, compliance to KPI etc. within 30 (thirty) days from the effective date of

agreement signed between NHM-TS and Selected Agency and receive approval upon the same from

NHM-TS. The responsibility of the execution of the entire exit management process shall vest solely

upon the Selected Agency/SPV.

30.2 The exit management period shall start,

(a) in case of expiry of agreement, 60 (sixty) days before the Contract end date; or

(b) in case of termination of Contract, on the date when notice of termination of Contract is sent by

either of the parties.

30.3 The exit management period shall end, on either of these dates, whichever is earlier,

(a) on any date agreed upon by NHM-TS and the Selected Agency; or,

(b) 30 (thirty) days after the Contract end date; or,

(c) 60 (sixty) days from the date of notice of termination of Contract.

30.4 NHM-TS shall be entitled to serve notice in writing to the Selected Agency at any time during the exit

management period as detailed hereinabove requiring the Selected Agency to provide NHM-TS with a

complete and up to date list of the assets/ inventory/ tasks accomplished/ pending tasks etc. in relation

to the Project.

30.5 During the exit management period, the Selected Agency shall continue to provide seamless services

and fulfill performance obligations without any interruptions.

30.6 The Exit Management Plan shall cover the following aspects of exit management, including but not

limited to:

(a) A detailed transfer process that could be used in conjunction with the next service provider

including details of the means to be used to ensure continuing provision of the maintenance


services throughout the transfer process or until the cessation of the services and of the

management structure to be used during the transfer.

(b) Plans for the communication with such of the Selected Agency staff, suppliers and any related

third party as are necessary to avoid any material detrimental impact on the CERTS operations as

a result of undertaking the transfer.

(c) Plans for provision of handholding support for a reasonable period after transfer to NHM-TS and

next service provider to be on-boarded.

30.7 On request by NHM-TS, the Selected Agency shall effect such assignments in favor of NHM-TS in relation

to any equipment, maintenance or warranty service provision contract between the Selected Agency

and third party lessors, agencies are related to the services that NHM-TS may require and are reasonably

necessary for the carrying out of replacement of services.

30.8 The Selected Agency shall comply with all other requirements as may be prescribed under Applicable

Laws to complete the assignment of all the rights, title and interest of the Selected Agency free from all

encumbrances absolutely and free of any charge or tax to NHM-TS.

30.9 The responsibility shall vest with the Selected Agency for the smooth transition of services during the

exit management period. The responsibility of the Selected Agency shall only cease upon the satisfaction

of NHM-TS.

30.10 The outgoing Selected Agency shall only withdraw such assets (ambulances, IT hardware, software,

mobile application etc.), which bears the ownership/ authorship of the Selected Agency and was

developed by the Selected Agency for the purpose of providing services under this RFP for the Contract

Period. No asset (ambulances, IT hardware, software, mobile application etc.) shall be taken away by

the outgoing Selected Agency that is under the ownership of NHM-TS. In the event the Selected Agency

takes possession/carries away any asset belonging to NHM-TS, then NHM-TS will be entitled to forfeit

the Performance Security in addition to taking any other recourse available under the law, including

blacklisting the Agency.

30.11 The Selected Agency shall promptly on the commencement of the exit management period, supply to

NHM-TS the following:

(a) The Selected Agency shall in consultation with NHM-TS deliver the entire database, logs, process

documents, policies, relevant records, manuals, reports and other documents operation and

maintenance records and manuals (training manuals and SOPs) pertaining to the Project.

(b) All the information relating to the current services being rendered; data on performance of the

services; Project’s Intellectual Property Rights; any Project specific documentation; any other data

and confidential information related to the Project; current and updated Project/ 108-ERC data

as is reasonably required in a readily available format for transitioning of the services.

(c) All other information (including but not limited to documents, records and agreements) relating

to the services reasonably necessary to enable transition of the services to NHM-TS or to the next

service provider to carry out due diligence in order, as the case may be.

30.12 Based on the approved exit management plan, the Selected Agency would work towards handover of

the Project operations to the next service provider. As mentioned above, only selective hardware/

software etc. would be taken by the Selected Agency. However, all the relevant information regarding

the Project in terms of data, documents, files, SOPs/ guidelines, database, process documents etc. would

have to be handed over to NHM-TS and/or to the next service provider.

30.13 The exit management period would continue for 30 (thirty) days subsequent to Contract end date with

the Selected Agency. Only during this period, subsequent to Contract end date, the Selected Agency

would not be entitled to receive any payments from NHM-TS.


30.14 In case the knowledge transfer and requisite information/ data/ documents/ SOPs etc. are not

transferred or shared by the Selected Agency with NHM-TS and/or the next service provider within the

defined timelines, NHM-TS will be entitled to forfeit the Performance Security in addition to taking any

other recourse available under the law, including blacklisting the Selected Agency.

31. Indemnity

31.1 The Selected Agency shall at all times indemnify and keep indemnified NHM-TS against all claims,

actions, proceedings, lawsuits, demands, losses, liabilities, damages, fines or expenses (including

interest, penalties, attorneys’ fees and other costs of defense or investigation (a) related to or arising

out of, whether directly or indirectly,

(i) a breach by the resources appointed by or through the Selected Agency of any obligations specified

in relevant clauses hereof.

(j) negligence, reckless or otherwise wrongful act or omission of the resources appointed by or through

the Selected Agency including professional negligence or misconduct of any nature whatsoever in

relation to services rendered by them.

31.2 The Selected Agency shall at all times indemnify and keep indemnified NHM-TS against all

claims/damages etc. for any infringement of any Intellectual Property Rights (“IPR”) while providing its

services under the Project.

31.3 The Selected Agency shall at all times indemnify and keep indemnified NHM-TS against any claims in

respect of any damages or compensation payable in consequences of any accident or injury sustained

or suffered by the Selected Agency’s employees or agents or by any other third party resulting from or

by any action, omission or operation conducted by or on behalf of the Selected Agency or its employees.

31.4 The Selected Agency shall at all times indemnify and keep indemnified NHM-TS against any and all claims

by employees, workman, contractors, sub-contractors, suppliers, agent(s), employed engaged or

otherwise working for the Selected Agency, in respect of wages, salaries, remuneration, compensation

or the like.

31.5 All claims regarding indemnity shall survive the termination or expiry of the Contract.

32. PAYMENT TERMS AND CONDITIONS

32.1 Invoicing and Payment

32.1.1 Invoicing (Opex)

(a) The Selected Agency shall submit the invoice on a monthly basis indicating combined operational

expenditure (“Opex”) based on the rates quoted in the financial format and as mentioned below:

vi. For 108 Ambulances

g) Quote for O&M of per vehicle per month for Govt. owned ALS vehicles

h) Quote for O&M of per vehicle per month for Govt. owned BLS vehicles

i) Quote for O&M of per month per each of Govt. owned Bike ambulances

j) Quote for O&M of per vehicle per month for Agency provided ALS vehicles

k) Quote for O&M of per vehicle per month for Agency provided BLS vehicles

l) Quote for O&M of per month per each Agency provided Bike ambulances

vii. For 102 Amma Vodi Service vehicles

b) Quote for O&M of per vehicle per month for Agency provided 102 Amma Vodi vehicles

viii. For 104 Health Helpline Service


b) Quote for O&M of per Seat per month for 104 Health Helpline Service

ix. For Hearse Vehicles

b) Quote for O&M of per vehicle per month for Govt. owned Hearse vehicles

c) Quote for O&M of per vehicle per month for Agency provided Hearse vehicles

(b) The Invoice submitted by the Selected Agency shall be inclusive of all expenses/ costs towards but not

limited to:

(i) Manpower costs: Salaries and allowances of all staff deployed by the Selected Agency in 108

ambulances, 102 Amma Vodi Services vehicles, Free Hearse Services Vehicles, at the 108- ERC, 104

Health Helpline, and State Head office, at the zonal and district levels, staff insurance, staff

recruitment & training, staff uniforms, staff conveyance and travelling charges.

(ii) All costs for installation, license fees, operation, maintenance, monthly charges, renewal charges

for the satellite connected GPS services, GIS services, MDT systems and LBS technology in all

ambulances and vehicles.

(iii) Comprehensive maintenance cost/ Annual maintenance charges for all ambulances and vehicles,

both handed over and Agency provided, ambulance insurance (post deployment), and for

hardware, software, license fee, equipment etc. at 108-ERC and any other asset insurance.

(iv) All upgradation costs for existing hardware, software, servers, voice solutions, and all other


(v) All maintenance costs for existing hardware, software, servers, voice solutions, and all other


(vi) Fuel and refueling costs of all ambulances and vehicles (both handed over and Agency provided).

(vii) All the IT systems/ software’s to be deployed such as Mobile Display Terminals (MDT), Fleet

Management System (FMS), Inventory Management System etc.

(viii) Ambulance mobile phones

(ix) Telephone charges, Mobiles, PRI line, internet connectivity charges.

(x) Rent for all other space/buildings except for existing 108-ERC operated from Hyderabad;

(xi) Electricity, water and other utility charges.

(xii) Road tax, taxes, duties, fees, toll charges.

(xiii) Medicines, equipment and consumables to be provided in ambulances/ vehicles.

(xiv) postage & courier, printing and stationery; and

(xv) Any other heads of miscellaneous expenses.

(xvi) Any other stipulations of the RFP.

(c) Prices (inclusive of all taxes), to be charged by the Selected Agency for provision of services in terms of the Contract shall not vary from the prices agreed upon in the Financial Proposal/ Contract.

(d) The contracted rates for each of the services would be adjusted annually. The annual increment shall

be made according to annual percentage change up to a maximum of 05% (five percent) only.

(e) The Selected Agency shall not raise any invoice against services being delivered at 108 ERC as all the

payments under this RFP shall be released as the operational expense cost against monthly bills on the

basis of parameters mentioned in the Financial Proposal submitted by the Selected Agency.


(f) The Selected Agency shall not be reimbursed any cost for capital expenditure (“Capex”) related to the

procurement of ambulances, equipment for 108-ERC or for any additions or improvements or civil

work undertaken by the Selected Agency under the Project.

32.1.2 Payment

(a) The Selected Agency shall not be paid any Advance/ Mobilization Advance by NHM-TS.

(b) The Payment to the Selected Agency shall be on a “Monthly” basis.

(c) NHM-TS shall review the documents and release 90% (ninety percent) of the monthly invoice payment,

within 1 (one) Month from the date of receipt of monthly invoices submitted by the Selected Agency.

Remaining 10% (ten percent) of the monthly invoice payment, shall be released after adjustment and

deduction of applicable penalties, within 15 (fifteen) working days from the date of receipt of monthly

invoices submitted by the Selected Agency, subject to Selected Agency supplying all the verification

proofs and calculations in requisite formats as required by NHM-TS. The disputed amount, in lieu of

applicable penalties, if any, shall be adjusted and released in the next monthly billing cycle, as

applicable.

(d) The Selected Agency shall not be paid any extra charges (or any out-of-pocket expense) against such

items which are required for due performance of the Project obligations.

(e) The payment to the Selected Agency will be subject to TDS as per Income Tax Rules/ GST (if applicable)

and other statutory deductions as per Applicable Laws.

(f) GST, if applicable, should not be included in the Proposal price and shall be paid by NHM-TS separately

on prevailing rates. All other taxes, duties, license fee and levies shall be including in the Proposal price.

(g) The payment to the Selected Agency shall be made subject to:

(iv) all taxes, duties statutory contributions such as EPF, ESIC etc. and salaries and wages of

the deployed/hired employees due and payable by the Selected Agency for and in respect

of the Project.

(v) all payments relating to, subject to and in accordance with the conditions, set forth in the

RFP.

(vi) all payments and Damages certified by NHM-TS as due and payable to it by the Selected

Agency.

(h) All the remittances due to the Selected Agency for all payments relating to monthly reimbursement of

the invoices or any other payments related to the Project that shall become due in favor of the Selected

Agency.

(i) All the payments will be made in Indian Rupees only.

(j) NHM-TS further reserves the right to impose financial penalties if major irregularities/deviations from

performance obligations are proven on part of the Selected Agency during Contract Period.

(k) No payments would be released to the Selected Agency till the Selected Agency provides the following

proofs along with the invoices:

(4) GPS reports.

(5) Maintenance reports.

(a) Any other documents as may be required by NHM-TS from time to time


33. Recoveries from Contracted Agency

33.1 Recovery of liquidated damages shall be made from monthly invoice payment to be made to the

Selected Agency.

33.2 In the event of default, NHM-TS shall recover liquidated damages at the first instance from the payment

due to the Selected Agency in the relevant billing month. In the event of the subsequent default, NHM-

TS shall recover the liquidated damages from the invoices of the subsequent month(s). Without

prejudice to its other rights and remedies hereunder or in law, NHM-TS shall be entitled to encash and

appropriate the amounts due and payable as liquidated damages from the Performance Security as

damages for such default by the Selected Agency under and in accordance with the provisions of the

Contract. If liquidated damages or any other payment recovered from Performance Security, then the

Selected Agency is required to replenish the Performance Security to make it to its original amount

within 30 (thirty) working days from such deductions. The balance, if any, shall be demanded from the

Selected Agency and when recovery is not possible, NHM-TS shall take recourse to law in force.

34. Disputed Invoice

34.1 In case of a dispute on the invoice amount, or any other payment related matter; such matter shall be

discussed with NHM-TS and/ or any other authority designated by the Nodal, NHM-TS. In such cases,

the Selected Agency, shall produce requisite supporting documents, communications,

acknowledgement of NHM-TS, etc. to support the disputed Invoice amount, or any other payment

related matter; however, the decision of the Nodal, NHM-TS in this matter shall be considered as final.

34.2 Any dispute or difference or claim arising out of or in relation to the terms of the RFP, will be settled by

reaching a mutual understanding and amicable settlement between the parties.

35. Severability

If for any reason whatsoever any provision of this Agreement is invalid, illegal or unenforceable or is

declared by any court of competent jurisdiction or any other instrumentality to be invalid, illegal or

unenforceable, the validity, legality or enforceability of the remaining provisions shall not be affected in

any manner, and the parties shall negotiate in good faith with a view to agreeing upon one or more

provisions which may be substituted for such invalid, unenforceable or illegal provisions as nearly as is

practicable. Provided that the failure to agree upon any such provisions shall not be subject to dispute

resolution under this RFP/Agreement or otherwise.

36. Exclusion of implied warranties etc.

This Agreement expressly excludes any warranty, condition or other undertaking implied at law or by

custom or otherwise arising out of any other agreement between the Parties and any representation by

any party not contained in a binding legal Agreement executed by the Parties.

37. Representations and Warranties of the Selected Agency

The Selected Agency represents and warrants to NHM-TS that the Selected Agency:

(a) is duly organized and validly existing under the laws of India, and has full power and authority to

execute and perform its obligations under this Agreement and to carry out the transactions

contemplated hereby.

(b) has taken all necessary corporate and other actions under Applicable Laws to authorize the

execution and delivery of this Agreement and to validly exercise its rights and perform its

obligations under this Agreement.


(c) has the financial standing and capacity to undertake the Project in accordance with the terms of

this Agreement.

(d) this Agreement constitutes its legal, valid and binding obligation, enforceable against it in

accordance with the terms hereof, and its obligations under this Agreement will be legally valid,

binding and enforceable obligations against it in accordance with the terms hereof.

(e) is subject to the laws of India, and hereby expressly and irrevocably waives any immunity in any

jurisdiction in respect of this Agreement or matters arising thereunder including any obligation,

liability or responsibility hereunder.

(f) the information furnished in the Bid and as clarified on or before the date of this Agreement is

true and accurate in all respects as on the date of this Agreement.

(g) the execution, delivery and performance of this Agreement shall not conflict with, result in the

breach of, constitute a default under, or accelerate performance required by any of the terms of

its memorandum and articles of association or any Applicable Laws or any covenant, contract,

agreement, arrangement, understanding, decree or order to which it is a party or by which it or

any of its properties or assets is bound or affected.

(h) there are no actions, suits, proceedings, or investigations pending or, to its knowledge, threatened

against it at law or in equity before any court or before any other judicial, quasi-judicial,

Government Instrumentality or other authority, the outcome of which may result in the breach

of this Agreement or which individually or in the aggregate may result in any material impairment

of its ability to perform any of its obligations under this Agreement.

(i) it has no knowledge of any violation or default with respect to any order, writ, injunction or decree

of any court or any legally binding order of any Government Instrumentality which may result in

any material adverse effect on its ability to perform its obligations under this Agreement and no

fact or circumstance exists which may give rise to such proceedings that would adversely affect

the performance of its obligations under this Agreement.

(j) it has complied with Applicable Laws in all material respects and has not been subject to any fines,

penalties, injunctive relief or any other civil or criminal liabilities which in the aggregate have or

may have a material adverse effect on its ability to perform its obligations under this Agreement.

(k) it shall at no time undertake or permit any Change in Ownership except in accordance with the

provisions of the RFP read with this Agreement ; and that the [Selected Bidder or Consortium

Members], shall hold not less than 51% (fifty one per cent) of total equity for the entire Project

duration following the effective date of the Master Service Agreement; and that no Member of

the Consortium whose technical/ financial capacity was evaluated for the purpose of the RFP

shall, up to at least 06 (six) months from the effective date of the Master Service Agreement

signed with NHM-TS, hold less than 26% (twenty six per cent) of such equity;

(l) [the Selected Bidder/ each Consortium Member] is duly organized and validly existing under the

laws of the jurisdiction of its incorporation, and has requested NHM-TS to enter into this

Agreement with the Selected Agency pursuant to the Work Order, and has agreed to and

unconditionally accepted the terms and conditions set forth in this Agreement.

(m) The Selected Agency shall comply with all other requirements as may be prescribed under

Applicable Laws to complete the assignment of all the rights, title and interest of the Selected

Agency free from all encumbrances absolutely and free of any charge or tax to NHM-TS.

(n) no representation or warranty by it contained herein or in any other document furnished by it to

NHM-TS or to any Government Instrumentality in relation to Applicable Permits contains or will

contain any untrue or misleading statement of material fact or omits or will omit to state a

material fact necessary to make such representation or warranty not misleading.


(o) no sums, in cash or kind, have been paid or will be paid, by it or on its behalf, to any person by

way of fees, commission or otherwise for securing the Contract or entering into this Agreement

or for influencing or attempting to influence any officer or employee of NHM-TS in connection

therewith; and

(p) all information provided by the [Selected Bidder/ Consortium Members] in response to the RFP

or otherwise, is to the best of its knowledge and belief, true and accurate in all material respects.

38. Disclosure

38.1 In the event that any occurrence or circumstance comes to the attention of either Party that renders

any of the aforesaid representations or warranties untrue or incorrect, such Party shall immediately

notify the other Party of it. Such notification shall not have the effect of remedying any breach of the

representation or warranty that has been found to be untrue or incorrect nor shall it adversely affect

or waive any right, remedy or obligation of the notified Party under this Agreement.

38.2 Neither NHM-TS nor any of its agents or employees shall be liable to the Selected Agency in contract,

tort, including negligence or breach of statutory duty, statute or otherwise as a result of:

(a) any inaccuracy, omission, unfitness for any purpose of inadequacy of any kind whatsoever in the

data disclosed by NHM-TS to the Selected Agency in relation to the Project; and/or

(b) any failure to make available to the Selected Agency any materials, documents, drawings, plans

or other information relating to the Project.

39. Notices

Unless otherwise stated, notices to be given under this Contract including but not limited to notice of

waiver of any term, breach of any term of this Agreement and termination of this Agreement, shall be

in writing and shall be given by hand delivery, recognized international courier, mail, telex or facsimile

transmission and delivered or transmitted to the Parties at their respective addresses set forth below:

To NHM-TS:

Mission Director, National Health

Mission, Telangana State

O/o Commissioner, Health Medical and Family Welfare Department, Government of Telangana, 3rd Floor DME Building, DM&HS Campus, Opp. Koti Women's College Road, Kutbi Guda, Sultan Bazar, Koti, Hyderabad, Telangana 500095

To the Selected Agency/SPV

(1) To the Authorized Representative of the

Selected Agency/SPV

………………………

(2) To the Board of Directors of the Selected

Agency/ SPV

Or such address, telex number or facsimile number as may be duly notified by the respective parties

from time to time and shall be deemed to have been made or delivered. In the case of any

communication made by letter, when delivered by hand, by recognized international courier or by mail

(registered, return receipt requested) at that address.

40. Modification of Agreement

The Agreement, to be signed between NHM-TS and the Selected Agency, may be supplemented,

amended, or modified only by the mutual agreement of the Parties. No change, modification, addition,

supplement or amendment to the Agreement shall be valid and binding unless in writing and signed by

all Parties thereto.


41. Settlement of Dispute

41.1 In case of any dispute the Selected Agency will at first, attempt in good faith to resolve any dispute

initially through mutual understanding and amicable settlement with NHM-TS and/ or any other

authority designated by the Nodal, NHM-TS. The decision of the Nodal, NHM-TS in this matter shall

be considered as final.

41.2 If any dispute or difference of any kind whatsoever arises between the Parties with regard to the

interpretation, difference or objection in connection with or arising out of or relating to or under this

RFP or Agreement, or the meaning of any part thereof, or on the rights, duties or liabilities of any

party, which could not be settled through amicable discussions within 30 (thirty) days from the date

of reference to discuss and attempt to amicably resolve the dispute, then the same shall be referred

to the Executive Committee for decision, whose decision shall be final.

41.3 If either party is not satisfied with the decision of the Executive Committee, the matter shall be taken

up by the Steering Committee.

41.4 If either party is not satisfied with the decision of the Steering Committee, they may opt to proceed

for arbitration.

42. Arbitration

42.1 Any disputes, differences of opinion, claims and controversy (“Dispute”) arising out of, relating to, or

in connection with this Agreement, termination or validity thereof, shall initially be resolved by

amicable negotiations between the Parties and, if not resolved through such negotiations within 30

(thirty) days of a written notice of the existence of such Dispute, be finally settled by arbitration. The

Parties agree that the Dispute shall be referred to the sole arbitrator appointed mutually by the

Parties who shall be based in Hyderabad and in case the Parties are not able to agree upon the sole

arbitrator, within a period of 15 (fifteen) days, then the arbitration shall be conducted by a panel of

three arbitrators, one arbitrator being appointed by each of the Parties and the third arbitrator

appointed by the two arbitrators so appointed.

42.2 The arbitration shall be conducted in accordance with the provisions governed by the provisions of

Arbitration and Conciliation Act 1996 as amended by Acts 2015 & 2019, the rules there under and any

statutory modification or re-enactments thereof, shall apply to the arbitration proceedings. The seat

of the arbitration shall be Hyderabad, Telangana, India and it shall be conducted in the English

language and all written documents used during the arbitration shall be in English.

42.3 During any period of arbitration, there shall be no suspension of this Agreement. During the

arbitration, the Selected Agency shall continue to fulfill its obligations under this Agreement except

for such obligations and other matters, which are the subject of arbitration.

42.4 The arbitral award shall be in writing, state the reasons for the award, and be final and binding on the

Parties concerned and any person affected by it. The award may include an award of costs, including

reasonable attorneys' fees and disbursements. The parties also agree that any court of competent

jurisdiction may enforce any arbitration award rendered pursuant to this clause.

42.5 The parties specifically agree that any arbitration shall be pursuant to Clause 42 above and the Clause

is governed by Indian Law.

42.6 Subject to the arbitration proceedings as stated above, the adjudication of all Disputes shall be subject

to the laws of India and the exclusive jurisdiction of the courts at Hyderabad.

44. Saving Clauses


In the absence of any specific provision in the Agreement on any issue, the guidelines issued/to be issued

by the Mission Director, NHM-TS, Government of Telangana shall be applicable.

45. Miscellaneous

45.1 This Agreement shall be governed by, and construed in accordance with, the laws of India and the

Courts at Hyderabad shall have exclusive jurisdiction over all disputes arising under, pursuant to

and/or in connection with the Agreement.

45.2 NHM-TS, in its sole discretion and without incurring any obligation or liability, reserves the right, at any

time, to:

(i) consult with the Selected Agency in order to receive clarification or further information.

(ii) retain any information and/or evidence submitted to NHM-TS by, on behalf of and/or in relation

to the Selected Agency; and/or

(iii) independently verify, disqualify, reject and/or accept any and all submissions or other information

and/or evidence submitted by or on behalf of the Selected Agency.

45.3 All documents and other information provided by NHM-TS or submitted by the Selected Agency to NHM-

TS shall remain or become the property of NHM-TS. The Selected Agency is to treat all information as

strictly confidential. NHM-TS will not return any Proposal, or any information related thereto. All

information collected, analyzed, processed or in whatever manner provided by the Selected Agency to

NHM-TS in relation to the Project shall be the property of NHM-TS.

45.4 NHM-TS reserves the right to make inquiries with any of the clients listed by the Selected Agency in their

previous experience record.

45.5 The Selected Agency shall bear all the expenses regarding delivery of services.

45.6 The Selected Agency shall not, under any circumstances, revise the rates already approved for services.

Any request for an increase in the rates will not be entertained under any circumstances during the

Contract Period.

45.7 The Selected Agency shall execute the whole work in strict accordance with the directions of NHM-TS.

45.8 NHM-TS shall reserve the right to make any alterations in or additions to the original scope of work on

mutually agreed terms. Any additional work which the Selected Agency may be directed to do in the

manner specified above as part of the work shall be carried out by the Selected Agency on the same

conditions in all respects on which it had agreed to do the original work and at the same rates as

specified by NHM-TS.

45.9 Any publicity by the Selected Bidder/Agency in which the name of NHM-TS is to be used should be done

only with the explicit written permission of NHM-TS.

45.10 In addition to the provisions enumerated in Clause 45 hereinabove, the Selected Agency is required to

comply with all the Applicable Laws including but not limited to all acts, amendments, rules, guidelines,

notifications as issued by Central Government/ State Government/ MoHFW/ NHM-TS from time to time

in connection to the performance of its obligations under this RFP/ Contract.

[SCHEDULE 1: Scope of Work] [SCHEDULE 2: Financial Proposal]

[SCHEDULE 3: Key Performance Indicators (KPIs)]


Signed, Sealed and Delivered: (On behalf of National Health Mission, Telangana State) (Signature) (Name) (Designation) (Address) (Fax No.) (e-mail address)

Signed, Sealed and Delivered: (On behalf of Selected Agency/SPV)

The Common Seal of the Selected Agency has been affixed pursuant to the resolution passed by the Board of Directors of the Selected Agency at its meeting held on the ___day of __2022 hereunto affixed in the presence of ________, Director who has signed these presents in token thereof and __________, Authorized Signatory who has countersigned the same in token thereof;

Witness:

1.

2.