Request for Proposal (RFP) Automated Passenger Queue Measurement/Monitoring System for Queue management at Kempegowda International Airport, Bengaluru Bangalore International Airport Limited Administrative Block Kempegowda International Airport, Bengaluru Devenahalli Bangalore – 560 300
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Request for Proposal (RFP)
Automated Passenger Queue Measurement/Monitoring System for Queue management
at
Kempegowda International Airport, Bengaluru
Bangalore International Airport Limited
Administrative Block
Kempegowda International Airport, Bengaluru
Devenahalli
Bangalore – 560 300
RFP for Automated Passenger Queue Measurement/Monitoring System for Queue management at KIAB
Page 2
DISCLAIMER
1. This Request for Proposal (RFP) is issued by Bangalore International Airport Limited
("BIAL").
2. The information contained in this RFP document or subsequently provided to the
interested applicants ("Bidders"), whether verbally or in documentary or any other form
by or on behalf of BIAL or any of their employees or advisers, is provided to the Bidders
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 neither an agreement nor an offer by BIAL to the prospective Bidders or any
other person. The purpose of this RFP is to provide interested parties with information
that may be useful to them in the formulation of their proposals pursuant to this RFP.
This RFP includes statements, which reflect various assumptions and assessments
arrived at by BIAL in relation to the scope of Services. Such assumptions, assessments
and statements do not purport to contain all the information that each Bidder may
require. This RFP may not be appropriate for all persons, and it is not possible for BIAL,
its employees or advisers to consider the objectives, technical expertise and particular
needs of each party who read or use this RFP. The assumptions, assessments,
statements and information contained in this RFP may not be complete, accurate,
adequate or correct. Each Bidder should, therefore, conduct its own investigations and
analysis and should check the accuracy, adequacy, correctness, reliability and
completeness of the assumptions, assessments and information contained in this RFP
and obtain independent advice from appropriate sources.
4. Information provided in this RFP to the Bidders is on a wide range of matters, some of
which depends upon interpretation of law. The information given is not an exhaustive
account of statutory requirements and should not be regarded as a complete or
authoritative statement of law. BIAL accepts no responsibility for the accuracy or
otherwise of any interpretation or opinion on the law expressed herein.
5. BIAL, its employees and advisers make no representation or warranty and shall have no
liability to any person including any Bidder under any law, statute, rules or regulations
or tort, principles of restitution or unjust enrichment or otherwise for any loss,
damages, cost or expense which may arise from or be incurred or suffered on account
of anything contained in this RFP or otherwise, including the accuracy, adequacy,
correctness, reliability or completeness of the RFP and any assessment, assumption,
statement or information contained therein or deemed to form part of this RFP or
arising in any way in this selection process.
6. This RFP, along with its Annexures, is not transferable. The RFP and the information
contained herein are to be used only by the person to whom it is issued. It may not be
RFP for Automated Passenger Queue Measurement/Monitoring System for Queue management at KIAB
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copied or distributed by the recipient to third parties (other than in confidence to the
recipient's professional advisors). In the event that the recipient does not continue with
its involvement in the project in accordance with this RFP, this RFP must be kept
confidential.
7. BIAL also accepts no liability of any nature, whether resulting from negligence or
otherwise, however caused arising from reliance of any Bidder upon the statements
contained in this RFP.
8. BIAL may in its absolute discretion, but without being under any obligation to do so,
update, amend or supplement the information, assessment or assumption contained in
this RFP.
9. The issue of this RFP does not imply that BIAL is bound to select a Bidder or to appoint
the selected Bidder, as the case may be, for the consultancy and BIAL reserves the right
to reject all or any of the proposals without assigning any reasons whatsoever. This RFP
may be withdrawn or cancelled by BIAL at any time without assigning any reasons
thereof.
10. The Bidder shall bear all its costs associated with or relating to the preparation and
submission of its proposal including but not limited to preparation, copying, postage,
delivery fees, expenses associated with any demonstrations or presentations which may
be required by BIAL or any other costs incurred in connection with or relating to its
proposal. All such costs and expenses will remain with the Bidder and BIAL shall not be
liable in any manner whatsoever for the same or for any other costs or other expenses
incurred by an Bidder in preparation for submission of the proposal, regardless of the
conduct or outcome of the selection process.
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1. GENERAL INFORMATION
INTRODUCTION TO BIAL
Bangalore International Airport Limited ("BIAL" or "Client") is owner and operator of the Kempegowda International Airport,
Bengaluru (“KIAB”), and a company registered under the Companies Act, 1956. KIAB is built and is being operated at the best
international standards. BIAL is committed to establishing KIAB as one of India’s leading airports, in terms of quality and
efficiency and set a benchmark for the future development of Indian airports and also services to its passengers. This Airport
is currently the third largest Airport in India. Further, more information about the Airport can be viewed at
www.bengaluruairport.com.
BIAL has entered into a Concession Agreement with the Government of India, whereby Government of India has granted the
exclusive right and privilege to BIAL to carry-out the development, design, financing, construction, operation and management
of the Airport for a period of thirty years from the Airport opening date, with an option for BIAL to extend the concession for
another thirty years.
KIAB has third highest domestic traffic in the country after Mumbai & New Delhi which makes it busiest Airport in South of
India. In 2014 (Apr’14 to Feb’15), KIAB served 14.03 million passengers, touching 122434 air traffic movements. Currently
Airport handles approximately 366 aircraft movements serving around 42027 passengers per day. 35 airlines operate at KIAB
and connect over 53 destinations across the country and world.
Domestic and International passenger traffic constitute 80% and 20% respectively of the total passenger traffic. The operations
commenced in expanded terminal in February 2014. Expansion has doubled the terminal space and increased Airport’s
passenger handling capacity from 11.6 MAP to 20 MAP. Expanded terminal is 150,500 m2 in size and has an additional 6 (26)
boarding gates, 33 (86) check-in counters and 2 (9) baggage reclaim belts. Combined Seating capacity of domestic &
international SHA is 5071 passengers (Including full seating capacity in lounge and 30% at F&B outlets).
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2. INTENT OF THE RFP
BIAL is committed to operating the Airport as one of India's leading projects in terms of quality and efficiency and has set a
benchmark for the future commercial development of Indian Airports. The Airport has undergone a massive expansion phase,
hence necessitating for even higher operational efficiency.
Some of our objectives are cited below:
� Increase operational efficiencies
� Improve passenger experience
� Improve resource optimization
� Increase security effectiveness
� Maximize retail revenues
To meet the above objectives, BIAL plans to capture the Passenger dwell time at the Airport. The Dwell time includes the
waiting time at different Queues and the Processing time for different processes in the Passenger flow through the Airport.
BIAL intends to implement an automated solution for Integrated Queue Measurement System for Passenger tracking and Queue
monitoring (herein referred to as the “System”) at the Kempegowda International Airport to be able to:
a) Measure the number of passengers
b) Measure Passenger dwell time in different zones
c) The Passenger waiting (queuing) times at various touch points
d) Measure The various processing times at various touch points
e) Any other parameters as mentioned during the site survey at KIAB
BIAL hereby solicits proposals from suitably identified vendors (hereinafter referred to as the “Bidders”) meeting the
qualification criteria defined in this RFP and the terms and conditions contained in this RFP for providing the solution for
Integrated Queue Measurement System for passenger tracking and queue monitoring at KIAB.
The Proposals submitted by the Bidders shall comply with all the requirements stated in this RFP (“Proposal”). Based on final
evaluation, of the Proposals received, the successful Bidder (hereinafter referred to as the “Service Provider”) will be
selected / awarded the contract and shall be notified.
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The notification of award of the contract by BIAL shall be followed by execution of a Services Agreement (Annexure-9)
between BIAL and the Service Provider, recording the terms and conditions for performing the Scope of Services/Work &
Deliverables (Annexure-1)
3. BRIEF ON AIRPORT INFRASTRUCTURE
Airport Network
At KIAB, A common IP network foundation supports all services- Voice & Data, WI-FI, IP based CCTV Surveillance, access
control, FIDS, Internet access etc.
BIAL owns and operates the Network Infrastructure (Wired and Wireless) at KIAB. The IEEE based 802.11 Wireless network
caters to the Airport Business users as well as passengers for Internet access. The Wired network is built on AVAYA platform
and Wireless network infrastructure is built on ARUBA Platform.
The WIFI network supports large number of smart phones, tablets and laptops. The passenger terminal building is sufficiently
covered for WIFI coverage in the Passenger movement areas- Check-In hall, Security hold area, Emigration/immigration. On
the Airside, WIFI coverage is provided on request basis.
The range of the Access points is given below:
Indoor Access Point: 5-10 meters
Outdoor Access Points: 150-300 meters
CCTV Network
BIAL owns and operates the IP Based CCTV Infrastructure. IP CCTV cameras are deployed across the passenger terminal as per
the Airport Security-BCAS/CISF requirements on the Terminal floor. BIAL also has the Video Management system and video
analytic solution deployed which enables end-users for smart monitoring and investigation.
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Passenger Tracking Solution
BIAL is planning to deploy the PAX Tracker solution from RESA. 2D Bar code Scanners/Readers are deployed at various
locations-entry gate, CUTE counters, SHA-entry, boarding gate, step ladder to read the boarding pass printed on the paper
boarding pass or paperless boarding passes sent to passenger mobile phones. This application enables the Airport staff to
scan the 2D bar coded boarding pass at various entry points to a particular zone across the terminal. The application provides
the flight-wise Pax count in various zones.
Note: Detailed architecture, Network topology for WIFI & CCTV, Pax tracker specifications etc. will be provided to the
Bidder(s) during the Airport visit by the Bidder(s).
4. BIDDER’S ELIGIBILITY CRITERIA :
Bidder shall be eligible to participate in the tender, if it fulfills all the requirements as mentioned in Annexure-2 herein.
Bidders shall provide the details (submittals) as mentioned in Annexure-2.
5. INSTRUCTION TO THE BIDDERS :
The Bidder shall submit a valid and binding Proposal on or before due date of submission as mentioned in Section 17 herein,
along with the following:-
5.1 Performance security: In order to ensure the due performance of the Service Provider, the Service Provider, shall provide
a performance bank guarantee, equivalent to 10% of the contract value, on the date of the execution of the Agreement as
per the format attached herein as Annexure-7. The performance bank guarantee will be refunded after three months of the
expiry of the Warranty Period under and pursuant to the Services Agreement. BIAL shall pay the Service Provider advance
payment of 25% of the Professional Fee with the Purchase Order. Such advance payment shall only be paid after the Service
Provider provides Advance Bank Guarantee as per the format pre-approved by BIAL, which is attached herewith as Schedule
F of the Agreement.
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5.2 Any discrepancies, omissions, ambiguities or conflicts in or among the documents forming part of the RFP, or the Scope of
Services/ Work & Deliverables, or any doubt as to their meaning should be called to the attention in writing by e-mail to
[email protected] before 17.00hrs IST on 27th August 2015 and the queries clarifications shall be made on or before 31st
August, 2015 . BIAL shall at its discretion choose to issue a clarification. The Bidders shall disregard any oral instructions
issued by any person, unless issued in writing by BIAL.
5.3 BIAL shall organize a pre-bid meeting and site visit to address queries of Bidders between 17th September to 19th September
2015 at the BIAL Office between 09.00hrs to 16.00 hrs. The specific schedule to the respective bidder will be communicated
via e-mail. It is mandatory for the Bidders to attend pre-bid meeting and site visit. Each Bidder may be represented by a
maximum of 3 (three) personnel, carrying an original written authorization by the Authorised Signatory of the Bidder for
attending the pre-bid meeting and site visit. Bidders shall send their queries for discussion in the pre-bid meeting by e-mail
5.4 BIAL may undertake a site visit to (a) premises of the company (b) a site where the proposed system is already installed and
operational. Bidders shall make all necessary arrangements in this regard.
5.5 Earnest And Security Money :The Bidder shall furnish earnest money of two lacs in the form of Demand Draft in favor of
“BANGALORE INTERNATIONAL AIRPORT LIMITED” from any nationalized bank as a part of his Bid. Proposals without EMD
shall be rejected by BIAL as being non-responsive. No interest shall be paid by BIAL on the amount of earnest money deposit.
In the event the process of evaluation is delayed due to any reason, BIAL shall have the right to en cash the Demand draft.
The earnest money may be forfeited: a) If a Bidder withdraws his tender during the specified period of validity of offer. b)
If the successful Bidder fails to sign the Agreement within stipulated period.
The earnest money of the lowest Bidder shall be released at the time of signing of the Services Agreement with BIAL.
6 CURRENT PROCESS FOR PASSENGER TRACKING AND QUEUE MEASUREMENT
Enhanced passenger experience is driven by underlying Airport processes that work seamlessly to provide a quick and efficient
flow of passenger traffic across various Airport touch-points. Different touch-points fed by lines of people must wait their turn
for their requirements to be fulfilled by various stakeholders in Airport community. These lines ebb and flow throughout the
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day and peak during holidays and other popular travel periods. Wait time data is an important element in evaluating the
effectiveness of Airport and its partner’s resources in order to effectively manage these lines.
Currently, there is no standardized approach to monitor queue lines, while BIAL has implemented manual processes to collect
wait-time data, such manual methods are labor-intensive and rely on small sample sizes which limits generation of
comprehensive reporting models. Visual audits of queues provide basis for decision making, and there is typically no translation
of the crowd size into useful wait time calculations.
Today BIAL undertakes the Queue measurement via manual paper based, stop watch recording process with the help of agents
at various zones like the Airport entry, Check-In, PESC, Boarding gates, Immigration, Customs etc.
Current measurement system faces following issues:
� System is not scalable to incorporate more processes and increase measurement frequencies
� Data accuracy cannot be guaranteed and is prone to human errors
� Does not improve service delivery/quality and resource optimization
� Lacks objectivity which is essential for driving a performance based culture
� Lacks real time data to support decision making process
� Manual system does not support passenger flow analysis and behaviour
BIAL’s requirement is to overcome the above issues by having an automated solution.
7. SOLUTIONS AVAILABLE FOR AIRPORT(S)
There are various solutions in the market for Passenger Queue wait time and flow measurements like:
a) 2D Bar Coded Boarding Passes and Mobile boarding passes
b) Agent based manual counting with Tabs and measurement software
c) Mobile phone Bluetooth
d) Wi-Fi Triangulation
e) Thermal imaging sensors
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f) Infrared sensors
g) Video Analytics (using Visual light spectrum to tag and track heads)
h) Video Analytics (using biometrics – face )
i) Video Analytics (using thermal / shape, size, color fingerprinting)
j) And various future products in the testing such as RFID, GSM, NFC (Near Filed Communication) , UWB (Ultra Wide Band)
, iGPS (Indoor GPS)
The bidder shall assess the current Airport infrastructure available and propose the right solution making best use of the
Available Airport Infrastructure for the intended/ proposed solution viz Wireless network, Surveillance, bar coded boarding
pass.
The Bidder is required to propose a solution that has considerable penetration, tested widely with economies of scale and
cost effective. It could be a single solution or a combination of solutions based on the scope and locations required. The
Bidder shall give a detailed architecture of the various systems/subsystems required for the Automated Passenger Queue
Monitoring system.
8. A. FUNCTIONAL REQUIREMENTS OF THE SOLUTION
The solution shall provide inputs to the Airport with measures that could improve the passenger experience. Some of the
outcomes envisaged are
i. Measure Queue wait times (maximum & average) and processing times at various defined touch points based on
queue pattern both structured and unstructured
ii. Measure and track the number of passengers in the Queue at any given time
iii. Display the waiting time on the display monitors at the locations finalized in the site survey
iv. Provide the measured data inputs to third party systems for service improvements
v. Provide alerts via e-Mail and SMS to the managers (like Terminal/AOCC/Security) when (a) queue time exceeds
threshold or trend is raising (b) occupancy in area exceeds threshold
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vi. Identifying areas of congestion and thereby taking steps to reduce congestion,
vii. Provide Centralized Data Warehouse containing real time, as well as historic data, within a single repository for
visualization and analysis
viii. Provide intuitive, real time access to terminal data in a flexible and highly user friendly environment, dashboards
can be customized to meet any requirement
ix. Provide accurate wait time with tolerance to +/- 1 mins
x. Adjust to change in queue pattern
Solution must be non-obtrusive and shall not capture individual’s personal identity or information.
The functional requirements are indicative and the Bidder is expected to improvise for implementation. The Bidder shall
provide all the details as sought in Functional request compliance matrix format as per Annexure-5A.
B.TECHNICAL REQUIREMENTS
General
i. Solution can be stand alone or hybrid based on combination of Technologies
ii. Solution proposed must make optimal use of the existing Airport Infrastructure available- WIFI or CCTV or Both.
iii. Solution proposed must be scalable to cover the Existing Terminal T1, future expansions of existing terminal T1 as
well as the proposed upcoming Terminal T2
iv. Solution proposed must display the wait times/ processing times on the Dedicated monitors to be proposed and
installed by the Bidder across the Terminal.
v. Solution must ride on Airport LAN ( Wired/Wireless)
vi. Solution must correlate data from different sources- WIFI, CCTV, Pax Tracker, etc.
vii. Solution must be OEM Neutral for WIFI/CCTV and without any dedicated requirement
viii. Solution must provide the function to create Business rules to measure different parameters
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ix. Solution proposed must provide Real time - reports/ dashboards on various passenger parameters-location basis,
hourly basis, Airline basis, etc. for use by Terminal managers/ Operations/ Ground handlers etc.
x. Solution to deliver (above) reports on mobile devices and support all standard mobile platforms such as Android OS,
Windows, Apple IOS, BB, etc. (quote as optional in the Commercial Bid Format- Annexure -4).
xi. Solution must be web-based and allow the external stakeholders to view the dashboards, limited to their operations.
xii. Solution must be based on open industry standards
xiii. Solution must support standard databases like SQL/Oracle
xiv. Solution must be capable of integrating with existing BI tools implemented at BIAL (details will be provided during
the site visit)
xv. Solution must provide standard adaptors for data exchange
xvi. Solution must support latest version of standard browsers like IE, Chrome, Mozilla firefox etc.
xvii. Solution should have the capability to set up test Environment in higher end desktop.
xviii. Solution must provide application status and error conditions for all functionalities of the application.
xix. Configurable Auto Notifications for all events (eg. exceeding configured thresholds, system events, etc)
xx. Solution should be able to upload BIAL logo in the application and in reports.
xxi. Provision of Application Administrator account to create users, approve users, delete users, reset password, grant
roles
xxii. Control access rights for specific screens/reports/dashboards.
xxiii. Ability to back up the data using the standard Backup procedure.
Integration
i. Authenticate with the Microsoft AD for BIAL users and form based authentication for non BIAL users to login
ii. Exchange information with other data sources through a standard import and export method such as XML or CSV and on
a scheduled basis
iii. Master data creation via upload of XML or CSV.
iv. Solution must integrate with Business Intelligence tools or provide export files integrate with BI /MS Office Tools which
currently provides management dashboards and sends out consolidated daily management report from various systems.
v. Export files could be of Excel / CSV format placed in a FTP folder on hourly basis.
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Traceability & Audits
i. Audit trail of added, changed and deleted information including the corresponding references to the users and the
information before and after the change.
ii. Audit trail of user permissions/privileges granted / revoked in the application.
Server Hardware
i. The Proposed Server/s must support Windows 2012 or latest
ii. RAID 5 support
iii. Rack mounted or blade models only.
iv. High Availability design (for Production)
Bidder is required to provide the recommended Hardware sizing and detailed specifications considering the capacity for
future growth.
v. Minimum Hard disk : [to be provided ]GB
vi. Minimum Processor: [to be provided ]
vii. Server must support a minimum of [to be provided ]devices/ end users
viii. Display Monitor Specifications
Dimension: [to be provided by the Bidder]
Backlighting: [to be provided by the Bidder] LED
Resolution: [to be provided by the Bidder]
Connectivity: [to be provided by the Bidder] Network (Wired/ Wireless), HDMI
Installations: [to be provided by the Bidder] Support Landscape/Portrait installations
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The Bidder shall provide all the details as sought in Technical request compliance matrix format and the Technical Bill of
material as per Annexure-5B and Annexure 6 respectively.
9. PROPOSED LOCATIONS FOR PASSENGER MEASUREMENTS
The locations that come under the scope of the project shall be the following:
i. Check-in Area
ii. Emigration
iii. PESC/ Security check
iv. Immigration
v. Customs
vi. Visa On Arrival counter
Optional Locations:
i. At Entry to the Terminal Building
ii. Boarding Gates
iii. Taxi Stands
iv. Any other location as specified during the site survey
10. TERM :
The term of the Services Agreement shall be 5 years from the Effective Date (defined) of the Agreement, unless terminated in
accordance with the terms of the Services Agreement.
11. SCOPE OF WORK
The Service Provider shall provide the Services to BIAL, as detailed out in Annexure- 1. At any time during the Term of the
RFP and Services Agreement, BIAL shall have the right and discretion to add or delete the Scope or suspend, partially or in full,
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the Scope of the Service/ Work & Deliverables mentioned in the RFP. The Service Provider shall be responsible for providing
(at no additional cost to BIAL) any and all additional items that are not expressly included by the terms of this RFP/Agreement
to the extent such items are reasonably required for the achievement of the objectives of the Work. In the event of any
increase or decrease of the Scope of the Service/ Work & Deliverables, BIAL shall have the right to proportionately increase or
decrease service fee, in accordance with the Proposal submitted. In the event there is increase in the Service/ Work due to
the Service Provider’s fault and/or the Service Provider obtains any information that leads it to believe that certain additional
work is required for the due performance of its obligation under this RFP/Agreement, then the same shall be performed by
the Service Provider at no additional cost or expense to BIAL. The Service Provider shall provide regular status/ update of the
Services/ Deliverables and complete progress of the work within the overall schedule of work from time to time as desired by
BIAL in writing. The Bidder shall comply, ensure, provide and shall cover all the Technical requirements mentioned in Annexure-
5 B. It shall be Service Provider’s liability for transportation and commissioning of the system, software, equipment if any
provided to BIAL under and pursuant to the Scope of Work, Warranty clause of this RFP and the Services Agreement. BIAL shall
not be responsible and shall not bear any additional costs for the damages of the system, software, equipment either during
the transportation, storage and or during the commissioning. BIAL shall take custody only after the completion of the Scope of
the Service/ Work & Deliverables.
12. PRICES:
a) Prices quoted by the Bidder for Scope of Work/ Services, Deliverables should include all local taxes, VAT, duties,
levies, transportation costs, back-to-back support with OEM if any during Warranty for the entire term of Service Agreement.
b) The Contract price shall remain firm and must not be subject to escalation during the performance of the contract due
to fluctuation /change in the duty/tax structure, changes in costs related to the materials and labour or other components
or for any other reason whatsoever.
c) No other cost whatsoever will be paid by BIAL.
13. WARRANTY AND THE OTHER OBLIGATIONS OF THE SERVICE PROVIDER
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a) The Service Provider shall provide/ensure/passes to BIAL all applicable Warranties, complete cover and
comprehensive support including warranty for a period of five years of the Service Agreement. The Service
Provider shall provide/ensure and warrant that all the hardware and software against defects arising out of faulty design,
materials and media workmanship of the hardware and software including pre-installed software components during the
warranty period. Defective hardware o r so f tware shall be replaced by the Service Provider at his own cost, including
the cost of transport.
b) The Service Provider shall provide warranty for a period of one year from the sign off date and post warranty support and
maintenance for a period of subsequent Term of the Agreement.
c) The Service Provider warrants that the S y s t e m a n d t h e o t h e r systems, hardware, software supplied under the
Contract are new, unused, of the most recent or current models and incorporate all recent improvements in design and
materials.
d) The Service Provider further warrants that the Sy s tem and all o ther systems, hardware, software supplied under
this RFP/Agreement shall have no defect arising from design, materials or workmanship or from any act or omission
of the Bidder, that may develop under normal use of the supplied systems in the conditions prevailing at the final destination.
e) During the comprehensive warranty period, the Service Provider shall repair or replace the defective components, systems
or entire System hardware and for the software the Service Provider shall provide upgrades, bug fixes, patch updates for
the System, as per the Agreement at no additional cost to the BIAL.
f) Call-to-Response/ Call-to-Resolution Time:
Reporting a fault Fault can be reported to the Service Provider at any time by telephone/email/fax and should be entered in the system. If the user reports a fault to the Service Provider the first step – whenever possible – is to attempt troubleshoot the fault or remedy it directly on the telephone. Also, a service request is to be raised and activated. Prioritizing the fault The fault will be prioritized in accordance with the impairment according to the following:
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Classification Severity Description Priority 1 Full system outage
and backend infrastructure
The user is unable to use the service to perform key tasks.
Priority 2 Any zone-wise outage
The user can use the service only to the limited extent.
Priority 3 Outage of any one device or field component
Operation of the system is impaired to only a minor degree. The system can still be used by the user
Response time The Service Provider shall respond to the priority calls within two hours [Call-to-Response] on reporting of breakdown/outage through telephone/ email or fax or courier at the Service Provider’s office as per call logging and escalation matrix. The Service Provider shall provide its support: 8 hours (9am to 5pm) x 5 working days (Monday to Friday). Intervention time The intervention time measures the length of time between the reporting of a fault by the user and the expert, effective remote or on-site intervention of a service technician for the purpose of remedying the fault. The maximum intervention time for faults is defines as follows:
Classification Resolution time
Priority 1 24 hours
Priority 2 48 hours
Priority 3 72 hours
Restoration time
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The restoration time commences when a fault report is received and ends when functionality has been restored. Functionality is deemed to have been restored when the connected systems are able to operate and the service is available again. The successful resolution of the fault has to be documented in the service request.
g) Performance Compliance Level during Warranty: Stipulated performance compliance level for the supplied System shall
be 95%.
i. The performance would be measured on monthly basis by BIAL.
ii. Liquidated Damages :
In case of any deviation, delay or unsatisfactory performance under and pursuant to this RFP/ Service
Agreement, penalty shall be levied by BIAL. Amount of penalty Amount of penalty to be calculated on
monthly basis for the shortfall in performance compliance level is as under:
Shortfall in
Performance
Penalty(% of the
monthly
Contractual
Amount)
<= 1% 1
>1% and <= 3% 3
>3% and <= 5% 5
>5% and <=6% 6
>6% and <=8% 8
>8% 10
iii. The amount of Liquidated Damages may be claimed/ adjusted while releasing the
invoice during payment.
iv. BIAL shall promptly notify the Service Provider Team in writing / e-mail / fax of any claims arising
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under this warranty.
v. Upon receipt of such notice the Service Provider shall, as mentioned below, repair or replace the defective
system or parts thereof, without any cost to the BIAL.
vi. In case the system is taken away for repairs, the Service Provider shall provide similar standby system(s)
which can be put to use in the absence of the originals/ replacements without disrupting the BIAL’s regular
work without any cost to the BIAL till the original system(s) is repaired and made operational.
vii. In case some system(s) is declared by the Service Provider as beyond repairs, the Service Provider shall
provide a replacement system(s) of the same or higher configuration from the same OEM with prior consent
of BIAL.
viii. Free on-site maintenance services shall be provided by the Service Provider during the period of warranty.
14. SUBMISSION OF PROPOSAL:
The Proposal shall comprise of two parts – Technical Proposal and Financial Proposal.
The Bidder shall prepare and submit Technical and Financial Proposals to BIAL in separate sealed envelopes super-scribed
with the details of the Proposal to the address mentioned in the RFP.
The Technical Proposal shall comprise of the following:
Part - 1
A letter on the letter head of the Bidder, signed by the Authorised Signatory, as per Annexure-3A: Covering
Letter.
Part – 2
A Power of Attorney duly notarized or certified true copy of a Board Resolution in favour of signatory of the
Proposal, authorizing the signatory of the Proposal, to submit the Proposal on behalf of the Bidder (“Authorised
Signatory”) and to execute and perform the Agreement (if awarded).
Part – 3
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Bidder shall provide details regarding Bidder’s eligibility criteria and submittals in Proposal as sought by BIAL as
per Annexure- 2. The Bidder shall provide such details of itself, as asked by BIAL in Annexure-2, which shall
demonstrate experience and expertise in performing the work, scope and size.
Part – 4
Litigation History as per Annexure3 B
Part - 5
General Information as detailed in Annexure 3C;
Part – 6
Documents to be furnished as per Annexure3 B;
Part - 7
A copy of the RFP, all its Volumes, its Annexures, including any addendums or corrigendum issued, initialed and
sealed on every page by the Authorised Signatory to indicate acceptance and acknowledgement of the RFP.
Credentials of the Bidder’s - BIAL may at its discretion, contact references for verification as provided by the Bidder in
terms of Bidder’s eligibility criteria and submittals in Proposal as sought by BIAL as per Annexure 2.
The Financial Proposal shall comprise of following (Closed envelope, super scribing “Financial Proposal”): A letter on the
letter head of the Bidder, signed by the Authorized Signatory, addressed to BIAL stating the numerical and words, in
Rupees/ INR, in event the Bidder were to be selected as the Service Provider, regarding all costs towards all activities
mentioned in the Scope of Services/Works (attached herein as Annexure-1) with response times. The Commercial bid
format is to be submitted by the Bidder as per Annexure- 4.
The language for all written communication shall be English and currency shall be Indian Rupee.
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Cost of Proposal - The Bidder shall bear all costs associated with the preparation, submission and presentations (if required
by BIAL) of its Proposal and BIAL shall, in no case, be responsible or liable for such costs, regardless of the outcome of the
RFP process.
It is obligatory on the part of the Bidder to submit all information required as per this RFP, failing which the Proposal shall
be deemed to be incomplete and BIAL shall have the rights to reject such Proposal.
15.VALIDITY :
The Proposal shall be valid for a period of 90 calendar days from the Proposal Submission Date (as defined in this RFP)
Prior to expiry of the bid validity period, BIAL may request the Bidders for a specified extension in the period of validity.
The request and the response thereto shall be made in writing. A Bidder agreeing to the request shall not be permitted to
modify its Proposal, but shall be required to extend the validity of its Proposal correspondingly. All the terms of the RFP
shall continue to be applicable during the extended period of validity.
16.FORMAT & SIGNING OF THE PROPOSAL :
The Bidder shall provide all the information as per this RFP. BIAL reserves the right to evaluate only those Proposals that
are received in the required format, complete in all respects and in line with the instructions contained in this RFP.
The Bidder shall prepare and submit the Proposal in original along with an additional copy and a CD containing a scanned
copy of the original.
The Proposal shall be bound, signed and each page shall be initialed by the Authorized Signatory of the Bidder.
The Technical Proposal (Original + Copy + searchable softcopy) and the Financial Proposal (Original + Copy + searchable
softcopy) shall be submitted in two separate envelopes. These two envelopes shall be submitted in a single outer envelope.
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The outer envelope should clearly mention following details:
“PRIVATE AND CONFIDENTIAL”
PROPOSAL for RFP - Automated Passenger Queue Measurement/Monitoring System for Queue management
To
Bangalore International Airport Limited,
Kempegowda International Airport, Devanahalli,
Bangalore-560300, India.
Attention: GM – Procurement & Contracts
<Authorised Signatory, Name of Bidder and Bidder's Address>
If the envelope is not sealed and marked, as instructed above, BIAL assumes no responsibility for the misplacement or
premature opening of the Proposal submitted. In this case, the prematurely opened proposal will be rejected & duly
returned.
17. PROPOSAL DUE DATE & TIME:
The following timetable indicates the BIAL’s intended schedule:
9) Compliance matrix for the Functional and Technical requirements
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Annexure 6:Technical Bill of Material
Sl.No Description Quantity OEM Make &
Model
Version/Year
of release
Configuration
Hardware ( Provide
separately for
Production/ DR/
test)
Application Server
Database Server
Any other HW (
CCTV/ Sensors/etc)
Display/Monitor
System
Software with
Versions for
Application/ OS/DB
Application License-
Server
Application license-
client
Database license
Operating Systems
Reporting Engine
Additional
Requirements, If any
Note: The Bidder shall provide the hardware sizing (Servers with required configuration/Storage) info for the application proposed. There shall be no price information in the Technical Bid.
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Annexure-7 Form of Performance Bank Guarantee
To
Bangalore International Airport Limited
Administration Block
Bengaluru International Airport, Devanahalli
BANGALORE 560 300
Dear Sirs,
Performance Guarantee No :
Amount of Guarantee :
Valid From :
Valid Till :
Claim Period :
Whereas, …………………………….., a company incorporated under the laws of India and having its registered office at
………………………………… (the ‘Service Provider’), has agreed to supply certain systems as required by Bangalore International Airport
Limited (‘BIAL’), as detailed in the Agreement for Products and Services dated --- ---, 2014 entered into between BIAL and the
Service Provider (the ‘Agreement’).
As per the terms of the Agreement, the Service Provider has to provide BIAL performance security for due performance of its
obligations under the Agreement. In consideration for BIAL entering into the Agreement and at the request of the Service Provider,
we, [Insert Bank’s name], hereby establish this performance bank guarantee and unconditionally undertake to pay to BIAL in India
on demand (given in the manner described below) the amount claimed by BIAL up to a maximum aggregate amount of Rupees
______________________________ Only ( __________/-); and whereas, as per the terms of the Agreement, the Service Provider is
required to furnish in favour of BIAL an irrevocable and unconditional guarantee from a scheduled commercial bank in India for
proper performance of its obligations under the Agreement, which amounts to Rupees ______________________________ Only (
__________/-) (hereinafter referred to as the “Guarantee (d) Amount”) as performance security.
We, [Insert Bank’s name], [Insert Bank Address] (hereinafter referred to as the ‘Bank / Guarantor’ which term shall mean and
include, unless to repugnant to the context or meaning thereof, its successors-in-interest and permitted assigns) do hereby
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unconditionally undertake to pay BIAL, without any reservation or protest, immediately upon first written demand, on or before,
an amount or amounts (by way of one or more claims) not exceeding Rupees ______________________________ Only ( __________/-
) [Guarantee Amount] against any loss or damage caused to or suffered or would be caused or suffered by BIAL by reason of non-
fulfillment of any of the Service Provider’s obligations to BIAL.
We also guarantee to pay amount of bills or/and claims as determined by BIAL against the Service Provider, in the event of such
bills or/and claims remaining unpaid for any reason whatsoever, subject, however, that our liability under this Guarantee shall be
restricted to an amount not exceeding Rupees ______________________________ Only ( __________/-) and written demand /
claim, if any, should be made at our counters on or before.
We hereby guarantee, indemnify and undertake to pay the Guaranteed Amount or amounts due and determined by BIAL on the first
demand without demur and notwithstanding any dispute by the Service Provider.
BIAL shall have the fullest liberty without affecting in any way the liability of the Bank under this Guarantee, during its currency,
from time to time to vary any of the terms and conditions of the Agreement or to extend time of performance by the Service
Provider or to postpone for any time and from time to time any of powers exercisable by it against the Service Provider and either
to enforce or forbear from enforcing any of terms and conditions governing the said permission for rendering service or securities
available to BIAL and the Bank shall not be released from its liability under these presents by any exercise by BIAL of any liberty
with reference to the matters aforesaid by reason of time being given to the Service Provider any other forbearance, act or omission
on the part of BIAL or any indulgence by BIAL to the Service Provider or any other matter or thing whatsoever, which under the law
relating to sureties would, but for this provision, have effect of so releasing the Bank from such liability.
It shall not be necessary for BIAL to proceed against the Service Provider before proceeding against the Bank and the Guarantee
herein contained shall be enforceable against the Bank, notwithstanding any security, which BIAL may have obtained from the
Service Provider at the time when proceedings are taken against the Bank hereunder and are outstanding or unrealized.
We, the Bank, lastly undertake not to revoke this Guarantee during its currency, except with the previous written consent of BIAL,
and agree that, any change in the constitution of the Service Provider or the Bank shall not discharge our liability hereunder. If
any further extension of this Guarantee is required the same may be extended to such required periods, at our sole discretion, on
receiving instructions from the Service Provider, on whose behalf this Guarantee is issued.
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All disputes in the matter will be settled in the Court of competent jurisdiction of Bangalore, India.
Notwithstanding anything contained herein:
a) Our liability under this Guarantee is limited to a maximum of Rupees __________.
b) The Guarantee is valid and will be in force up to and we are liable to pay any part of Guarantee Amount if and only if the
claim is lodged latest by----- (Please insert a date which is three months after the expiry of the Warranty Period).
c) We will be discharged from all our liabilities under this guarantee, unless any written claim under guarantee is lodged by---
(Please insert expiry date).
Our liability pursuant to this Guarantee is conditional upon the receipt of a valid and duly executed written claim, in original, by
[Insert Bank’s name & Address], delivered by hand, courier or registered post, prior to close of banking business hours on, failing
which all rights under this guarantee shall be forfeited and [Insert Bank’s name] shall stand absolutely and unequivocally discharged
of all of its obligations hereunder. This Guarantee shall be governed by and construed in accordance with the laws of India and
competent Courts in the city of Bangalore shall have exclusive jurisdiction.
All claims under this guarantee will be made payable at [Insert Bank’s name & Address].
for and on behalf of (the Bank)
Signature
Name & Designation
__________________________________
Authorisation No.___________________
Name & Place ______________________
Bank Seal _________________________
The above Guarantee is accepted by the
Dated at ______________ on ____________
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Annexure-8
Airport Fact Sheet
Terminal expansion
KPI
1. AIRPORT FACTSHEET
Particulars
Capacity
Terminal Area 150,500 sq mts
Commercial Area 13,611 sq mts
Terminal Entry Gates 09
Check-in Counters 86
CUSS 30
Domestic Security Pedestals 24
International Security Pedestals 12
Emigration Counters (Departures) 24
Boarding Gates 26
Domestic 14
International 10
Swing 02
Aircraft contact stands
15 Code-C or 7 Code-E & 1
Code-F
Immigration Counters (Arrivals) 24
Customs hand bag screening 02
Baggage reclaim belts 9
Domestic 5
International 4
2. Terminal Expansion
Operations commenced in expanded terminal in February 2014. Expansion has doubled the terminal
space and increased Airport’s passenger handling capacity from 11.6 MAP to 20 MAP.
Expanded terminal is 150,500 m2 in size and has an additional 6 (26) boarding gates, 33 (86) check-
in counters and 2 (9) baggage reclaim belts. Combined Seating capacity of domestic & international
SHA is 5071 passengers (Including full seating capacity in lounge and 30% at F&B outlets).
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2.1. KPIs
Key performance indicators across Airport operations are defined as per below table.
APQWT system shall be capable of integrating KPIs and monitoring deviations from
defined KPI.
Terminal Area Criticality KPIs Required
Domestic
Departures
Terminal Entry
Gates High 05 Mins
1.Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
Check-in High 10 Mins
1. Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
PESC High 10 Mins
1. Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
Boarding Gates High 10 Mins
1. Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
Internationa
l Departures
Terminal Entry
Gates High 05 Mins
1. Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
Check-in High 10 Mins
1. Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
Emigrations High 10 Mins
1. Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
PESC High 10 Mins
1. Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
Boarding Gates High 10 Mins 1. Queue waiting time
2.Number of passengers in the
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Queue
3.Processing Time
Domestic
Arrivals Taxi High 10 Mins
1. Queue waiting time
2. Number of passengers in the
Queue
Internationa
l Arrival
Immigration High 10 Mins
1. Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
Customs Hand
Baggage High 10 Mins
1. Queue waiting time
2.Number of passengers in the
Queue
3.Processing Time
Taxi High 10 Mins
1. Queue waiting time
2. Number of passengers in the
Queue
1.1. Terminal infrastructure
Passenger terminal building is a single, four-level building accommodating international and
domestic operations. Basement houses retail storage, rest areas and services, arrival and
departure areas are separated vertically with a modern, simple, straight-ahead flow system.
Check-in facilities and baggage reclaim are located on level 1 (ground floor).
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1.2. Departure entry gates
There are nine departure entry gates numbered from 1 to 9 on the western side of terminal
building, welcoming passengers and directly leading them to check-in counters. Each gate is
manned by two CISF personnel who facilitate entry of passenger int check-in hall. X-ray
machines have been installed at entry gates to conduct random checks on baggage.
1.3. Check-in counters
Airport is equipped with 86 Common User Terminal Equipment (CUTE) enabled check-in
counters serving passenger throughout the day, these counters are used both by domestic and
international airlines. CUTE service provider is RESA CREWS, all counters are equipped with
workstations, Boarding pass printers, Baggage tag printers, Weighing machines with displays,
Conveyor controls, IP telephones, and stationery storage.
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PTB is equipped with 30 Common Use Self Service (CUSS) kiosks, in sync with simplifying
business initiative of IATA, endeavors to develop and support alternative forms of check-in,
meant to de-congest Airport.
86 counters are installed in six islands, with each counter linked to a main
baggage conveyor via weighing, labeling and induction conveyor belts. Each of six
main baggage conveyors lead to a separate baggage make up race track in Baggage Make-up
Area (BMA), entire baggage handling system (BHS) is semi-automated and has in-built
contingency modes to address failures. BHS is remotely monitored by SCADA (Supervisory
Control and Data Acquisition) system, which ensures that system is operational at
all times.
1.4. Inline baggage screening
Checked in baggage of passengers is security screened through a 5 level in-line screening
system. In-line screening system is integrated into BHS, where baggage undergoes screening
process as it passes through BHS to its final destination in BMA. In- line screening system
employs a combination of automated and manual screening processes to ensure that all bags
are thoroughly checked before they are sent to the aircraft.
1.5. Pre-embarkation security check (PESC)
Airport security is handled by Central Industrial Security Force (CISF), which is a government
security agency responsible for security services across 70+ Airports in India.
PESC is demarcated into two areas:
1. Domestic PESC
2. International PESC
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1.5.1. Domestic pre-embarkation security check:
Domestic Security Control area is situated on first floor which is facilitated with 8 security units
(APSU), each APSU consists of 02 baggage X-ray machines, 03 Door Frame Metal detectors
(DFMD) and 03 frisking pedestals.
1.5.2. International pre-embarkation security check:
International Security Control area is situated on first floor which consists of 4 Airport Security
Units (APSU). Each APSU consists of 02 X-ray machine, 03 DFMD’s and 03 frisking pedestals.
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1.6. Boarding gates
Domestic Gates
International Gates
Airport provides 26 boarding gates comprising of 11 Bus gates and 15 Passenger boarding
bridges/Aerobridges to facilitate domestic & international passenger boarding process. 2
contact stand boarding gates are located in swing area at level one, which can be used during
the peak hours to cater to the domestic or international passenger traffic.
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1.7. Border control & immigrations
Departures
Immigration services at KIAB and Foreigners registration services are handled by Bureau of