Draft 1 | Page TCSP: Terms of Reference: IT Platform Service Provider Contents 1 Background ............................................................................................................................... 2 1.1 Country & sector context .................................................................................................... 2 1.2 Institutional context ............................................................................................................ 3 2 About the Technology Centre Systems Program (TCSP) ............................................................ 4 2.1 Program Partnership Structure ............................................................................................ 9 2.2 TCSP Deliverables ........................................................................................................... 10 3 About National Portal / IT Platform ......................................................................................... 14 4 National Portal Vision and Strategic Objectives ....................................................................... 14 5 Key Service Delivery components of National Portal ............................................................... 15 6 Role of National Portal – Managed service provider (NP-MSP) ............................................... 22 6.1 Service Delivery Principles .............................................................................................. 22 6.2 NP-MSP Business Model ................................................................................................. 22 6.3 Implementation model ...................................................................................................... 24 7 Portal Solution Overview ......................................................................................................... 27 8 Guiding principles for the MSME National Portal .................................................................... 51 8.1 Architecture principles ..................................................................................................... 51 8.2 Security Principles ........................................................................................................... 52 8.3 Data Security Principles ................................................................................................... 52 8.4 Application Security Principles ........................................................................................ 52 8.5 Management Principles .................................................................................................... 53 8.6 Technology Principles ...................................................................................................... 54 9 Scope of work for NP-MSP ..................................................................................................... 54 9.1 Scope of Work Components and Key Tasks ..................................................................... 55 9.2 Deliverables ..................................................................................................................... 63 10 Phasing of Implementation & Timelines ............................................................................... 68 11 Service Level Agreement ..................................................................................................... 76 9.1. Implementation phase related performance levels ............................................................. 76 9.2. AvailabilityofSolution ...................................................................................................... 78 9.3. EquipmentAvailability ..................................................................................................... 79 Memory Utilization ..................................................................................................................... 79 Maximum of 70% utilization on any server ................................................................................. 79 Disaster Recovery Site ................................................................................................................ 80 9.4. Settlement ........................................................................................................................ 80
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TCSP: Terms of Reference: IT Platform Service Provider
India is one of the world‟s largest and most dynamic emerging markets with vast economic potential. The objective of the 12
th Five-Year Plan (FY2013–17) is to return to GDP growth rates in excess of 8
percent, with a strong emphasis put on the manufacturing sector.
The manufacturing sector will have to play an important role in taking the Indian economy to a high growth rate trajectory. Manufacturing has long been recognized as an essential driver of economic
development for most countries as it has an important economic and employment multiplier effect.
India‟s manufacturing performance has not been encouraging despite a strong potential. At the same time, there are examples of world class production units who started small and have achieved
international scale. Recognizing its potential, the Government of India has set the objective of
“enhancing the share of manufacturing in GDP from its current level of 15 to 25 percent within a
decade and creating 100 million additional jobs” in the recently announced National Manufacturing Policy - 2011.
The main constraints to the growth and productivity/competitiveness of India‟s manufacturing are well known and include: difficulties to access markets (including within India), difficulties to access
finance (especially for MSMEs), infrastructure inadequacies, regulatory procedures and difficulties
for MSMEs to access technology and access to skills.
While India stands to benefit from an immense demographic dividend, with the largest youth
population in the world (around 66 per cent of the total population is under the age of 35), it has an
overall employment rate of 4.7%1 (under usual principal status approach) and an overall labour force
participation rate at 50.9%. For the country to gain from this demographic dividend, skilling and up-
skilling of its youth is a key priority for the Government of India.
Against this backdrop, the TCSP, a National Program which is aimed to develop the technological and
skill base of MSMEs in selected manufacturing industries, via upgraded and expanded specialized
Technology Centres (currently called Tool Rooms and Technology Development Centres) through public funding. The Technology Centres will support industry clusters across manufacturing value
chains, both upstream (tooling industry)and downstream (key industries exposed to global
competitions close to technology frontier, such as automotive and electronics, as well as industries
evolving through indigenous innovations, such as Fragrance and Flavour).
1 According to the Report on Third Annual Employment & Unemployment Survey (2012 – 2013) of the
Ministry of Labor, Government of India
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1.2 Institutional context
The MSME Ministry, through the Office of the Development Commissioner, currently operates
eighteen Technology Centres (thereafter referred to as TCs): ten for the tooling industry including
automotive industry and general manufacturing and eight for sectors such as ESDM (electronics
system design and manufacturing), glass, footwear as well as the fragrance and flavour industries. Half of these eighteen TCs are in Low Income States (Uttar Pradesh, Odisha, Jharkhand, Assam and
Uttarakhand). These Technology Centres (TCs) provide an integrated suite of services to MSMEs on
a fee basis, ranging from technical and management advisory to technical training of workers and skill development programs for the youth. The list of the existing 18 TCs is provided below:
Existing Technology Centres of the Office of the Development Commissioner, MoMSME
1. Central Tool Room & Training Centre (CTTC), Bhubaneswar (Odisha)
3. Central Tool Room & Training Centre (CTTC), Kolkata (West Bengal)
4. Tool Room & Training Centre (TRTC), Guwahati (Assam)
5. Indo German Tool Room (IGTR), Aurangabad (Maharashtra)
6. Indo German Tool Room (IGTR), Indore (Madhya Pradesh)
7. Indo German Tool Room (IGTR), Ahmedabad (Gujarat)
8. Central Tool Room (CTR), Ludhiana (Punjab)
9. Central Institute of Hand Tools (CIHT), Jalandhar (Punjab)
10. Central Institute of Tool Design (CITD), Hyderabad, (Andhra Pradesh)
11. Institute for Design of Electrical Measuring Instruments (IDEMI), Mumbai, (Maharashtra)
12. Electronics Service & Training Centre (ESTC), Ramnagar (Uttarakhand)
13. Process and Product Development Centre (PPDC), Agra (Uttar Pradesh)
14. Process cum Product Development Centre (PPDC), Meerut (Uttar Pradesh)
15. Central Footwear Training Institute (CFTI), Agra (Uttar Pradesh)
16. Central Footwear Training Institute (CFTI), Chennai (Tamil Nadu)
17. Fragrance & Flavour Development Centre (FFDC), Kannauj (Uttar Pradesh)
18. Centre for Development of Glass Industries (CDGI), Firozabad (Uttar Pradesh)
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2 About the Technology Centre Systems Program (TCSP)
The proposed Program is about upgrading and expanding the network of Technology Centres which
have as their mission to improve the competitiveness of MSMEs in key manufacturing industries
across India– with a special emphasis on Low Income States. The Program will increase the capacity
and incentives of TCs to support private sector actors (as opposed to competing with them) and will consult regularly with the private sector to ensure it is not being crowded-out.
Technology Centres provide an integrated suite of services to MSMEs on a fee basis, ranging from technical and management advisory to technical training of workers. The Proposed Program will
reinforce the technical capability of the Technology Centres as well as their governance, by further
increasing the participation of the private sector in key decisions at both the national and local levels. In particular:
a. The proposed Program seeks to establish 15 new TCs and upgrade technology capabilities of
existing TCs and develop linkages with Indian and international research institutes, leading
manufacturers. The Program will connect leading practices that will contribute to innovation
advanced technology, knowledge and innovation that can be transferred to MSMEs served by
each TC, thereby creating an ecosystem that fosters manufacturing competitiveness through a
national system of technology centres across the country.
b. Second and building on the main strength of the current TCs, the proposed Program will
complement and reinforce hundreds of public and private providers of vocational training
(e.g. the ITIs, the Polytechnics and the ATIs), helping them to improve their curricula and
training their trainers by placing more emphasis on learning and problem solving skills, and
being more practical and adapted to local conditions and needs. To that end the proposed
program will develop linkages between the TCs and the Training Institutes being set up by
other ministries (e.g. Ministry of Labour). The development of such synergies and linkages
will also be supported by existing World Bank programs aimed at improving vocational
training in India.
c. Third, the proposed Program will leverage and complement other programs supporting
MSMEs and manufacturing clusters being implemented by various organizations in public
and private sector.
The program will be partly financed through an IBRD Loan and State Governments will contribute
land for setting up new TCs. The proposed program will include the following three components:
Component 1: Technical assistance to the existing and new Technology Centres
The TCs and their private sector clients will benefit, for the duration of the Program, from the
technical assistance of world class firms that will be appointed through an international competitive
bidding process, and will provide superior technology related inputs with respect to the technological
and business needs. These two streams of technical assistance will run in parallel and inform each
other under the guidance of Industry Specific Joint Working Groups comprising the main industry
leaders and representatives.
Technology Partners (TPs) for each System (or sub-system) of TCs will specialize in specific
industries/technologies. The TPs will help the TCs achieve the capacity to support MSMEs
with respect to: (i) being exposed to the potential impact of new technologies; (ii) learning
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how to use new technologies/equipment; (iii) providing access to cutting-edge equipment; (iv)
developing and testing new products; and (v) patenting.
Cluster Network Managers (CNMs) for each System (or sub-System) of TCs specialized in
specific industries/clusters. The CNMs will help strengthen the TC capacity to provide
advisory/training services in managerial skills in partnership with other institutions and
service providers. CNM will also strengthen networks to improve access to markets and
strengthen access to business development services and financial services. Overtime CNM
will contribute to maturing cluster collaboration to identify and improve other systemic issues
IT Platform (ITP) Service Provider. The Program will support a IT platform, including a
National Portal (NP) for MSMEs, through which users will be able to access (virtually) most
of the technical information and training services provided by the TCs, as well as many other
services. This platform will extend the reach of the Program to its remote beneficiaries well
beyond the TCs‟ physical location through e-learning, B2B and B2G product and service
ecommerce, job portal, assistance for financial management, IT Application services etc.
Component 2: Investments to develop new and upgrade existing Technology Centres
The Program will finance the development of 15 new TCs and upgrade the 18 existing TCs under the supervision of the O/o DC MSME. These investments will be made based on the recommendations of
the TPs and CNMs discussed under Component 1 above, as well as by the Implementation Partner
that has been competitively hired (see Component 3 below). The development of new TCs will be phased over time. The construction should start in the second year and be completed by the fourth
year of program implementation.
Buildings/ other infrastructure: The physical facilities of the TCs will be upgraded and developed with the following objectives in mind:
World-class with respect to facilitating the provision of their services
Eco-friendly, to minimize their environmental impact
Economic, to reduce costs
Flexible with respect to usage and expansion/contraction
Equipment/Software: The equipment required to upgrade the existing TCs and develop the new ones will be purchased following the advice of the Technical Partners (TP) and Cluster Managers (CM).
Operating costs of new Technology Centres: The Government of India (including through TCs and
the MoMSME) will finance 100% of the operating costs of the new Technology Centres, making them operational within four years of their launch.
Component 3: Technical assistance to the MSME Ministry for Program implementation and
Monitoring and Evaluation
Implementation Partner: The Program will be implemented with the support of an Implementation Partner, already engaged through an international competitive bidding process.
Small, dedicated program management team: This team will act as the interface between the
Implementation Partner and the Program Coordinator of the Office of DC, MSME.
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Other technical assistance to the Office of DC, MSME and the MSME Ministry: This will include
support to carry out in-depth impact evaluation studies and to implement the environmental and social activities as per the Environmental and Social Management Frameworks, capacity building, and
communication strategy developed during the preparation of the Program.
The governance structure for the program is illustrated in Figure 1. Three tiers serve the different roles
of: Strategic inputs, Implementation and Execution.
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Figure : Technology Centre Systems Program: Governance Framework
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The program hypothesis is illustrated by interdependent result areas in the figure below:
Figure : TCSP results framework: Input, activities, output and impact
TCSP program has multiple players who need to work together to achieve the objective to enhance
the productivity of MSMEs by improving their access to technology and business advisory services as well as skilled workers through systems of financially sustainable Technology Centres (TCs). The key
players who will participate in the program include:
1. MSME
MSMEs are at the prime
beneficiaries of the program and the overall objective of the
program is to provide them with
enhanced technology, business
advisory services and access to skilled workforce
2. Office of Development Commissioner, Ministry of MSME
( DC-MoMSME)
Overall owner of the program and the program will be designed,
developed, executed, reviewed,
operationalized, and sustained
under their guidance
3. Technology Centres (TC)
Up gradation of existing 18TCs and establishment of 15 new TCs
to support industry clusters across
manufacturing value chains, both upstream (tooling industry)and downstream (key industries exposed to global competition close to technology frontier, such as automotive electronics, as
well as industries evolving through indigenous innovations, such as Fragrances and Flavours,
footwear, glassware etc.).
4. Implementation Partner (IP)
Assist the O/o DC MSME in designing and program managing the implementation of this
program. This will include support in procurement; financial management; environment, social, health and safety safeguards, deployment of subject matter expertise and overall
program management for TCSP program.
5. Technology Partner (TP) Enhance the technology state of the TCs, assist in their capacity building with respect to the
identified technologies and clusters and provide greater support to the services being offered
to the MSMEs by the TCs. These services include being exposed to the potential impact of new technologies, learning how to use new technologies/equipment, providing access to
cutting-edge equipment, developing and testing new products and patenting and deploying
efficient techniques and practices that improve the competitiveness of the MSMEs being served
6. Cluster Network Manager (CNM)
Enhance economic development cooperation of key stakeholders to improve cluster competitiveness. This includes strengthening the market linkages of the TCs with the MSME
Figure : TCSP Program Ecosystem
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cluster it serves, trade and industry associations, the academia, educational institutions,
business development service providers, other government support institutions, workers and skill seekers
7. Information Technology Platform (ITP)
IT platform, including a National portal for MSMEs, on which users will be able to access (virtually) most of the technical information and training services provided by the TCs as well
as many other services. This platform will considerably extend the reach of the Program to its
remote beneficiaries well beyond the TCs physical location through e-learning, B2B ecommerce, assistance for financial management, IT Application services etc.
2.2 TCSP Deliverables
. The deliverables of the TCSP program have been grouped into three business domains i) Access to
Technology, ii) Access to Business Advisory, and iii) Access to Skilled Workers. The following section details each of these deliverables and the role and responsibility of each of the stakeholders in
the delivery.
1. Access to Technology
The TCSP programs aims at delivering support for production, testing and calibration and research and development for MSMEs by providing them access to cutting edge and leading technology.
o Production Support: Enhance MSME‟s production capability through incorporating technical
support through common shared facilities, process improvement and other design/prototype
support. o Testing and Calibration: access to shared facility for testing, and support to calibration of
tools and testing equipment.
o Research and Development: support MSMEs in-house as well as industry sponsored and government sponsored R&D projects.
Role of TCs (High Impact)
o Provide assistance to MSMEs in tool design and development and help in developing actual
sample and prototypes
o Provide utilization of facility for testing and support for calibration of tools and testing equipment
o Actively engage MSMEs involved in research and development and support them in
executing in-house as well as industry sponsored and government sponsored R&D projects
Role of TP (High Impact) o Identification and selection of existing and expected future technologies for implementation
in TCs
o Advisory on software, hardware and equipment required to upgrade existing TCs or establish new TCs
o Provide subject matter experts in key technologies or functions to build capacity of TCs and
MSMEs being served in the automotive sector
Role of CNM (Medium Impact)
o Identify opportunities for TCs amongst MSMEs for support in production and testing and calibration
o Establish links between the TCs, academia and industry to foster research and development
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Role of ITP (Medium Impact)
Facilitate peer to peer learning between TCs and MSMEs
2. Access to Business Advisory
The TCSP programs aims at enhancing the consultancy, incubation and cluster advisory services
provided by the TCs to the MSMEs o Consultancy: Help enhance operational quality, access to market, organizational and
managerial effectiveness by providing advisory in quality assurance, sales and marketing,
organization design, human resource management, management system improvements o Incubation: Support for creation of new enterprises through business incubation.
o Cluster Advisory: Creation and facilitation of cluster linkages and access to other schemes
and support services (e.g. access to finance).
Role of TCs (Medium Impact)
o Provide access to facility for trial and development of new ideas
Role of TP (High - Medium Impact)
o Provide technical advisory to key ecosystem stakeholders (e.g., industrial clusters or leading
manufacturing firms/OEMs with large networks of MSME suppliers).
Role of CNM (High Impact)
o Assist leading customers-supplier development effort for hi-quality global supply chain o Undertake need assessment of the MSME‟s managerial capacity
o Screening of ideas from the cluster for incubation and management of the development stage
o Creation, facilitation and engagement cluster linkages and platform for ecosystem participation for joint action (e.g. Policy, infrastructure, access to finance etc.)
Role of ITP (High-Medium Impact)
o Provide a B2B product and service marketplace for marketing, online sales, financial transactions, e-fulfilment and request for support services
o Act as a link between service providers to MSMEs for ERP - SaaS, PaaS
3. Access to Skilled Workers
The TCSP programs aims at enhancing the training capabilities of the TCs by o Students training: Increasing the number of short term and long term skills training courses
o Training development: Development of new curricula/courses and training for trainers.
o MSME workforce training: Increasing the number of technical and managerial/behavioural
skills training for workers, managers and entrepreneurs.
Role of TCs (High Impact)
o Provide faculty and facilities for training of students and MSME workforce o Provide structure and certifications for the courses conducted
Role of TP (High Impact) o Develop strategy and roadmap to the address skills gaps
o Facilitate exposure of Indian MSMEs to global practices and industry standards
o Development of new training programs including curricula, lesson plans, instructor manual,
certification system, pilot training modules etc. o Undertake capacity building exercises for the trainers through training, faculty exchange
programs etc.
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Role of CNM (High Impact)
o Undertake Need assessment of Vocational Training Institutes/ ITIs/ Polytechnics concentrate
on development of skills of the workers and students
o Facilitate closer cooperation amongst skills development and labour market stakeholders to increase the number of workers/ trainees from TCs finding long term employment to improve
their livelihood
Role of ITP (Medium Impact)
o Provide a e-learning platform with online courses and training, online knowledge base and
scheduling and enrolment for training programs of the TCs o Provide a job portal for connecting trainees passing out from TCs, other blue collar job
seekers to MSMEs
Following is a diagram summarizing the deliverables of TCSP and the roles and responsibilities of the
various stakeholders.
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Figure : TCSP Partnership Structure
TC TP CNM ITP IP
Process Improvement
New Product Development
Mechanical, electr ical, electr ic, & chemical
test ing
Support calibration of tools and
measurement apparatus
In-house proposals
Industry-sponsored
Government or other state agency
sponsored
Quality: Compliance (e.g. ISO),
Maintenance, Improvement,& Cert if icationL
Sales & Marketing Support ( incl. export
focus)H (same as above)
Org. Design to improve the Operational
Mgmt.L
Human Resource Management
Management System Improvements ( e.g.
ERP)
Incubation Idea incubationM ( Access to facility for tr ial
and development of the Idea)L
H (Screening of the from the
cluster for the incubation and
management of the development
stage )
L
Cluster
Advisory
Platform for ecosystem part icipants for
joint action (e.g. Policy, infrastructure,
etc.)
L LH (Creation, facilitat ion and period
engagement )
M (Maintain vibrant online
Community )
Course / Curricula Development
Trainer’s Training
Workers
Mid-Level Managers
Senior Managers
Entrepreneurs
Short Term
Long Term
TCSP Deliverables
Acce
ss t
o T
ech
no
log
y
Production
Support
M ( Tool Design and
Development, Actual sample
and prototype development)
Procurement
Financial management
Program management
Testing &
CalibrationH ( Utilizat ion of the facility )
R&DH ( Active engagement and
execution)
Acce
ss t
o B
usin
ess A
dvis
ory
Consultancy L
H (Assist Leading Customers supplier development effort for Hi-
Quality global supply chain)
H ( B2B, B2G platform)
L (Introduction Link between
service providers to MSMEs
for ERP - SaaS, PaaS)
Acce
ss t
o s
kil
led
Wo
rkfo
rce
H ( Facility / Trainers/
Structure/ Cert if ication)
H (Global demand analysis,
Skills gap assessments,
Strategy/ Roadmap )
MSME Work
Force
Training H ( Facility / Trainers/
Structure/ Cert if ication)
H ( Standardization &
Cert if ication schemes )
H (eLearning Modules,
Maintenance of Learning
Community, Online Job
Portal)
Student’s
Training
M (Peer to peer learning
between TCs and MSMEs )
H (Selection of New
Technologies)
M
(Opportunity Identif ication)
L
H (Need assessment of the -
Vocational Training Institutes/
ITIs/ Polytechnics )
L
M (Academia- Industry-
TC link )
H (Placements )
LH (Need assessment of the MSME’s
managerial capacity )
Training
Program
Development
H (Need assessment of the MSMEs
for Technology / Management)
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3 About National Portal / IT Platform
The Program will support a cloud based IT platform, including a National portal for MSMEs, on
which users will be able to access (virtually) most of the technical information and training services
provided by the TCs as well as many other services. This platform will considerably extend the reach of the Program to its remote beneficiaries well beyond the TCs physical location through e-learning,
B2B ecommerce, IT Application services, and scope of adding virtualization/simulation in future.
Users in remote locations could benefit from 3 channels; web access to digital content from the portal, or e-learning private providers operating locally willing to offer these services or TC affiliates in some
local areas offering limited e-services enabled by the ITP.
The National Portal (NP) will enable an online system of information exchange, communication and transactions between GoI and MSMEs 24x7 as well as peer to peer learning between TC and clusters,
not constrained by time and distance. The NP will also provide ready access to useful productivity
tools for MSMEs such as, enterprise resource planning modules (ERP) for accounting, billing, sales (e-Commerce), human resource and inventory management via third party service providers on
payment basis.
4 National Portal Vision and Strategic Objectives
The National Portal shall be a key component of the TCSP program and in realizing its vision. Vision
of the National Portal is:
“To create a vibrant, interactive, self-sustainable technology platform for the needs of stakeholders
of MSME for collaboration, information dissemination and transactions”
The vision is essentially translated into four key objectives:
1 To provide an online system for information of MSMEs
- Information sharing by Government to target beneficiaries - schemes and support programs,
industry profiles, markets, competitors, technologies,
Management, Performance Management and Capacity Management.
(iv) System shall have a dedicated Network for operation and maintenance
(v) Management to have minimal overhead on the system
(vi) Management should be automated to the maximum possible extent.
(vii) Management system should be based on open standards
(viii) Extensive reporting to help management and administrators to take quick decisions
(ix) System should track all the assets in use or acquired for use in real time.
(x) Real-time status of the system should be available at all times.
(xi) System Management should intelligently perform root-cause analysis to rapidly bring
the system back to normal working conditions
(xii) The system should have integrated performance management capabilities
(xiii) The system should be upgradeable without affecting the affecting production
(xiv) It should be possible to dynamically manage the capacity of the system. This can
happen as per a planned large scale increase or elastically as the system needs change
in real time.
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(xv) It should be possible to proactively manage all the system hardware and software
components maintenance and licenses throughout their life cycle.
8.6 Technology Principles (i) The system should be built from best of breed components with no obsolescence and
with futuristic designs.
(ii) The technology adopted should be continuously refreshed to achieve significant
improvements in TCO.
(iii) The system shall use commodity hardware such as blade servers, SAN storage
modules, network components.
(iv) The specified components must be available from at least 2-3 sources.
(v) Data centre area and power requirements must be optimized with sufficient headroom
for growth.
(vi) All the system components must follow open standards.
(vii) Interoperability of servers from different vendors is required at the rack level.
(viii) Always Available by using clustering, virtualization and multiple active sites with
replication
(ix) Modularity: Simplicity, scalability, manageability to handle huge data volumes
(x) Performance and Scalability: high density blade servers, clustering and scalable
applications
(xi) Efficient Resource Utilization by separation of Compute and Storage resources. And
by distribution of load among all active sites.
9 Scope of work for NP-MSP
NP-MSP scope shall cater to two broad tracks, namely, Technology Services track and
Business/Managed Services track. The latter focus on delivery of the services and the related
business operations while the former caters to setup and maintenance of required technology
infrastructure for delivery of the services
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9.1 Scope of Work Components and Key Tasks
No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
I. Technology Current State Assessment of
existing IT and Non-IT
infrastructure (C1)
1. Undertake survey of all existing IT infrastructure at Ministry, O/o DC MSE, Regionals
offices and TCs and prepare the inventory of IT applications and infrastructure
2. Interact with the stakeholders for understanding existing IT investments and perceived
future needs
3. Study operations at Technology Centre covering all key functions like Production,
Training, Marketing etc.
4. Study and assess the IT adopted in each of the following areas:
a. Production Services
b. Training Services
c. Marketing
d. MIS Reporting
e. Administration including Finance, Inventory, HR Management, etc
II. Technology National Portal Architecture
Design (C2) 1. Conduct elaborate stakeholder consultation to understand and validate the National
project requirements
2. Build upon the IT Architectural principles
3. Build upon the detailed Target IT architecture covering Business Architecture (
including Service Blueprint), Data Architecture, Application Architecture, Technology
Infrastructure and Network architecture
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
4. Develop Data and Technology standards including
a. Data standards of logical data entities
b. Application and Technology Interfaces standards
c. Metadata definitions
5. Design a detailed Portal Content and Service Delivery Framework with well-defined
taxonomy and metadata definitions
6. Detail the information security architecture, policies and processes
7. Detail Technology and standard compliance matrix for complying with applicable
national and international standards and guidelines
8. Build upon the IT operations and Service Management
9. Detail the data and technology migration plan
10. Develop detailed IT Architectural Design document
III. Technology Design, Configuration,
Development and Deployment of Business
Applications and Application
Interfaces (C3)
1. Conduct elaborate stakeholder consultation to establish detailed business application
requirements for applications that include
a. e-Learning
b. Employment Services
c. B2B Market place
d. eGovernance which includes
i. Schemes and application management
ii. TC office automation and approval Workflows
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
iii. Content and Informational services on National Portal
e. MIS
i. Finance & Accounting
ii. HRMS
iii. CRM
iv. Inventory Management
f. Third Party Application interfaces – with other ministries database, External service
providers.
g. Common service applications
i. Mobile Service Delivery gateway
ii. Payment gateway
iii. Contact Center (CTI+IVRS+CRM)
2. Develop/enhance detailed Business Requirements Document and priorities the
requirements across Application Release roadmap in discussion with Ministry
3. Develop test cases with requirement traceability
4. Prepare high level and Detailed Design / configuration documents for custom
development and Off-the-Shelf applications as identified
5. Define Development guidelines and practices
6. Setup development, testing and production environments
7. Undertake application development
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
8. Setup, prepare and assist Ministry in acceptance testing of the applications
9. Provide 24x7 support to Application including level 1 and level 2 support as per SLAs
defined
IV. Technology Central Server Side IT
Infrastructure Design, Supply
& Deployment (C4)
1. Assess the re-use of the existing infrastructure, if any
2. Undertake work load analysis and detailed IT Infrastructure capacity planning to
estimate the DC space and power requirements, compute, storage, network, bandwidth
requirements
3. Undertake quarterly capacity planning based on the demand assessment undertake for
various services (existing and new) and accordingly identify the capacity requirements
for IT infrastructure in near future
4. Assess and finalize the end user compute requirements at office location in terms of
Desktops, peripherals LAN at Ministry, and other office locations as may be required
5. Undertake site preparations, supply, install, commission the required infrastructure
6. Establish/provision WAN and connectivity across DC, Stadium and office location
7. Undertake BCP and failover testing of the infrastructure and its conformance to the SLA
8. Setup, prepare and assist Ministry in the acceptance testing of the infrastructure
9. Undertake Go-Live readiness test and undertake service migration as part of defined go-
live plan
10. Undertake post migration activities as may be required
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
V. Technology Application Management
(C5) 1. Define detailed Application Maintenance and software engineering processes of
enhancements, change management, upgrades, etc
2. Define Templates and procedures for identifying and classifying the application
enhancements and release management
3. Prepare and execute testing and release of the application features into production with
controlled migration
4. Prepare detailed documentation and user manuals for the applications
VI. Technology Central IT Infrastructure
Management (C6) 1. Operate and Maintain the Central server side and end use IT infrastructure as per well-
defined SOPs
2. Undertaken Schedule and ad hoc maintenance (on need basis) and operations like Data
backup, replication, patch management and upgrades
3. Establish basic tools for DC IT management to undertake health check monitoring,
trouble shooting etc with semi-automation of DC operations
4. Undertake BCP DR drills including Site failover to DR; retrieving and replay video
feeds from archive and document review findings and undertake corrective actions
where required
5. Maintain well documented and updated IT inventory of assets including licenses for
ready reference
6. Establish Access control and shift wise attendance management
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
7. Establish leading practices like ITIL based IT service Management with up-to-date
service catalog
VII. Technology Technical Support and
Helpdesk Service (C7) 1. Provide facilities management and technical support to user groups
2. Provide Central technical Support (for level 2 and level 3) and onsite support at TCs 3. The duration of the support shall be 24x7
4. Established well document process, service levels, severity levels, escalation matrix,
incident and problem management based in leading practices like ITIL 5. NP-MSP shall deploy skilled manpower to handle all domains covered in the scope for
providing the support
VIII. Technology Establishing and Operating a Call Center (C8)
1. Set up public facing central contact centre infrastructure to handle in-bound
communications over multiple channels like Call Center, IVRS, Emails and SMS on
24x7 basis operating out of two to three locations across India from various stakeholder
communities including MSMEs
2. Setup and manage the central IT and physical infrastructure including IVRS, CTI, SMS
gateway, etc
3. Provide adequate capacity and manpower to handle volumes as per defined service and
performance levels
IX. Technology Information Security & Risk
Management (C9) 1. Develop Information Security Policy and procedures using leading standards like ISO
27001 for all Information and IT assets, infrastructure and operations
2. Define security architecture and practices across National Portal
3. Define and establish data privacy norms
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
4. Undertake security compliance review across aspect of IT and operations including
applications, infrastructure, DC operations, Call center, customer facing operations
X. Technology End User Trainings (C10) 1. Prepare comprehensive training plan and content for training of users across stakeholder
groups on effective usage of national portal
2. Undertake iterative training to end user groups classification by skills and training needs
and provided structure and customized training across all identified areas
3. Undertake transition specific training and integrate it with large change management and
communication plan
4. Monitor and training participant feedback to improve/customize training program on an
ongoing basis
XI. Technology Third Party Audit Support
(C11) 1. NP-MSP must facilitate and extend all the required support to any third party audits
authorized by Ministry on any or all of the National Portal components.
2. NP-MSP shall provide all information, artifacts and share knowledge and learning as
required during and for the audit.
3. NP-MSP shall undertake the implementation of recommendations of the third party
audit agency including any compliance gaps to standards and SLAs.
4. NP-MSP must provide status of compliance before and after the audit that may be
undertake on periodic basis.
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
XII. Technology On Demand Services – New
Application Development
(C12)
1. NP-MSP must assist Ministry and program partners in identifying new application
requirements (including new simulation software) and in undertaking the business case
analysis including business value, effort and cost analysis
2. NP-MSP must undertake new application development once approved the management
and as per defined process and practices
3. NP-MSP shall maintain and manage this application along with the other National Portal
components as per the directions of the managements.
XIII. Managed
Services Service Delivery
Management (C13) 1. Undertake extensive stakeholder onboarding programs for user groups across the
ecosystem. This shall include Portal promotion campaigns, training, registration and
hand-holding support and other required assistance
2. Undertake Service need and demand assessment and accordingly provisioning the
services as part of the portal. This includes defining the service goals and KPIs,
servicelevels, service delivery blue print, technology requirements and service support
3. Promote and Administer services across the user group and offer transaction assistance
for various services
4. Undertake Service Revenue and Commercial Management covering Service Tariff
Management, pricing and collection, delivery of service statements and MIS to
concerned stakeholders including end users
5. Liaison with CNMs, TPs, TCs, MSME and other ecosystem partner groups to promote
adoption of services and seek feedback for continuous improvements
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
6. Engage new / external service providers for delivery of new services through the
National Portal and establish contractual and commercial arrangement in consultation
with the Ministry
7. Undertake annual review of service effectiveness and provide feedback and way forward
in consultation with the Ministry.
XIV. Managed
Services Project Planning and
Governance (C14) 1. Define detailed project implementation plan for the execution of the project and ensure
compliance through execution
2. Define governance and escalation matrix mirroring Ministry‟s project team
3. Define Risk management plan and undertake risk management exercise on the project
life cycle.
9.2 Deliverables
No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
I. Technology Current State Assessment of existing IT and Non-IT
infrastructure (C1)
1. Current State IT Report
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
II. Technology National Portal Architecture
Design (C2) 2. National Portal Architecture Document
3. National Portal Content and Service delivery Framework
III. Technology Design, Configuration,
Development and
Deployment of Business Applications and Application
Interfaces (C3)
4. SRS and Test Case Documents for applications that include but not limited to
a. e-Learning
b. Employment Services
c. B2B Market place
d. eGovernance which includes
i. Schemes and application management
ii. TC office automation and approval Workflows
iii. Content and Informational services on National Portal
e. MIS
i. Finance & Accounting
ii. HRMS
iii. CRM
iv. Inventory Management
f. Third Party Application interfaces – with other ministries database, External service
providers.
g. Common service applications
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
i. Mobile Service Delivery gateway
ii. Payment gateway
iii. Contact Center (CTI+IVRS+CRM)
IV. Technology Central Server Side IT
Infrastructure Design, Supply
& Deployment (C4)
5. Central IT Infrastructure Deployment Architecture (HLD and LLDs)
6. Quarterly Capacity Planning Report
7. Go-Live planning document with readiness check lists
8. Technology Refresh Report (at end of third year of contract)
V. Technology Application Management
(C5) 9. Application User Manuals
10. Application Change Management Plans
VI. Technology Central IT Infrastructure Management (C6)
11. IT Infrastructure SOPs
VII. Technology Technical Support and Helpdesk Service (C7)
12. Tech Support SOPs
13. Escalation Matrix
14. Quarterly Tech Support MIS
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
VIII. Technology Establishing and Operating a
Call Center (C8) 15. Quarterly Contact Center MIS
IX. Technology Information Security & Risk
Management (C9) 16. National Portal Information Security Policy and procedures
X. Technology End User Trainings (C10) 17. Training Manuals, Training Calendar and Assessment reports
XI. Technology Third Party Audit Support
(C11) 18. Provision of necessary documentation and evidences
XII. Technology On Demand Services – New Application Development
(C12)
19. New Application Business Case Document
20. Change Management Report
21. Price Proposal
22. Updated National Portal Architecture Document
XIII. Managed Services
Service Delivery Management (C13)
23. Stakeholder Onboarding MIS
24. Bi-annual Service Demand Forecasting report
25. Monthly Service Revenue MIS
26. Monthly Payments and Settlement Report
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No. Track Sub-components of Scope
of Work Activities to be Performed (Indicative)
27. New Service business plan document
28. Annual Service and Pricing review
XIV. Managed
Services Project Planning and
Governance (C14) 29. Project Charter with detailed Project Plan
30. Weekly Project Status Update
31. Fortnightly Steering Committee Update
32. National Portal MIS
33. Monthly SLA Compliance Report
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10 Phasing of Implementation & Timelines
The schedule presents at a high level the key items and milestones to be covered
during the project. The project implementation duration shall consist of two phases:
Design and Build Phase and Operations and Maintenance Phase, as per timelines and
milestones defined below.
The timelines below have been estimated against these two phases based on the
following priorities:
Early and effective setup of B2B market place and the necessary
supplementary services to enable payment transactions, logistics and
insurance,
Effective Information dissemination service for providing information about
the funding schemes and programmes for MSMEs,
Early addressing of training and development needs of the technology centres
and tool rooms for taking advantage of the cutting-edge technologies in the
market.
The design and Build Phase shall further be constituted of five tracks, as mentioned
and depicted below:
High Level Implementation phases and related tracks
Design and Build Phase Operations and Maintenance Phase
National Portal for MSMEs
TRACK 1: B2B market place Setup and Operationalisation (S&O)
TRACK 2: Information dissemination S&O
TRACK 3: Online Learning portal S&O
TRACK 5: e-Governance and Internal office
Automation Operationalization
TRACK 4: e-Recruitment Portal S&O
Year wise maintenance as per RFP SoW for five years post Go Live
Setting up of customer service center for MSMEs
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Each of these tracks and associated timelines are explained below:
1. B2B Market place setup and operationalization
The track 1 shall be constituted of two sub tracks, which shall work independently
with separate timelines for setup and operationalization, namely Proof of Concept and
B2B market place portal operationalization.
I. Sub Track I
o The first sub track “Proof of Concept” (PoC) track shall have
dependency on other implementation tracks for its completion
o The implementer shall also need to demonstrate a Proof of Concept of
the entire implementation along with the support and supplementary
services for Xnumber of select clusters.
o The same shall need to be taken up as the application development,
and infrastructure installation is completed.
o The Proof of Concept demo is an essential requirement to demonstrate
the business transaction environment and the ease with which the
MSMEs can deal for their trade needs.
II. Subtrack II
o The sub track II shall consist of 3 sub phases namely: Preparation of
Final Design Specifications (FDS) phase, Implementation phase and
Infrastructure Testing phase.
o The sub track II shall cover the rest of the clusters and try to bring all
the registered MSMEs on-board for the trading platform.
The B2B market place portal set up and operationalization shall comprise of various
sub-tasks which should be covered within the macro-level timeline of T+180 days.
The important tasks in the implementation of the B2B market place portal are as given
below. These tasks can be classified into core and support tasks.
I. Core tasks
a. Listing of sellers
b. Creation of product/ service catalogues for each seller
c. Categorization of product/ service offerings
d. Search engine for product/ service discovery by buyers
e. Buyers/ sellers user subscription
f. Payment Transaction workflow setup
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II. Support tasks
a. Buyers/ sellers user level privilege categorization
b. Third party quality assurance (QA) service provider enrolment
c. Logistics providers enrolment
d. Insurance provider enrolment
e. Marketing and PR events
f. Advertising on user pages (Based on user preferences)
g. Provision for feedback from users
h. Refund payments processing
i. Order tracking mechanism
The key milestones for the B2B marketplaceportal setup from a business perspective
by taking cognizance of the various technical and support tasks are as given below:
S.No Milestone Timelines
(T-date of signing of contract)
1. Preparation of design document for B2B marketplace portal
T + 60 days
2. Setting up of required IT hardware infrastructure T + 120 days
3. Development of the B2B marketplace application
and the portal
T + 180 days
4. Completion of testing and go-live of B2B
marketplace portal
T + 210 days
5. Registration of supplementary services‟ providers T + 210 days
6. Marketing and promotion of the portal for encouraging usage
T + 365 days
7. Onboarding of minimum of 10,000 B2B
marketplace portal users
T + 18 Months
8. Onboarding of minimum of 20,000 B2B marketplace portal users
T + 30 Months
9. Technology upgrades for the B2B portal T + 36 Months
10. Onboarding of minimum of 35,000 B2B
marketplace portal users
T + 36 Months
11. Onboarding of minimum of 1,00,000 B2B marketplace portal users
T + 48 Months
12. Onboarding of minimum of 2,50,000 B2B
marketplace portal users
T + 60 Months
13. Operation and maintenance of B2B marketplace portal
From the date of go-live till the end of 5
th year from signing of
contract
2. Information Dissemination service setup and operationalization include
application development, data entry and migration, and IT infrastructure setup /
connectivity along with enablement of online application workflows for various
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schemes and programmes. The information dissemination portal setup would
comprise the following functional level tasks:
a. Publishing of information about Government‟s funding schemes and
programmes
b. Publishing of information about trainings and skill development
programmes organized by technology centres, private institutions and
institutions under MoMSME such as NSIC, KVIC, etc.
c. Implementation of online application workflows for funding schemes and
training programmes
d. Payment transaction setup for online applications
The key milestones for the Information dissemination portal setup from a business
perspective are as given below:
S.No Milestone Timelines
(T-date of signing of contract)
1. Preparation of design document for Information
dissemination portal
T + 60 days
2. Setting up of required IT hardware infrastructure T + 120 days
3. Development of the Information dissemination application and the portal
T + 270 days
4. Completion of testing and go-live of Information
dissemination portal
T + 300 days
5. Marketing and promotion of the portal for encouraging usage
T + 365 days
6. Transactions of applications for funds/ schemes -
minimum of 60,000
T + 18 Months
7. Transactions of applications for funds/ schemes - minimum of 1,50,000
T + 30 Months
8. Technology upgrades for the information
dissemination portal
T + 36 Months
9. Transactions of applications for funds/ schemes - minimum of 2,40,000
T + 36 Months
10. Transactions of applications for funds/ schemes -
minimum of 5,00,000
T + 48 Months
11. Transactions of applications for funds/ schemes - minimum of 10,00,000
T + 60 Months
12. Operation and maintenance of information
dissemination portal
From the date of go-live till the
end of 5th year from signing of
contract
3. Online Learning Portal operationalization includes application development,
content management and hosting of learning and development information,
linkages with academic databases of institutions, libraries, etc.The online learning
portal setup would consist of the following functional tasks:
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a. Creation of online learning application with various user access privileges
to the information
b. Creation of a database repository with the technological and business
related information for MSMEs
c. Provision of a search engine to list the available documents as searched by
the user
d. Enrolment of various technological and academic institutions to contribute
to the knowledge base
e. Integration and linking of academic databases for unified access of
information from the MSME portal
f. Listing of trainings - manual, web-based for the benefit of the member
users
g. Payment transaction setup for making secure payments related to online
learning application
The key milestones for the Online learning portal setup from a business
perspective are as given below:
S.No Milestone Timelines
(T-date of signing of contract)
1. Preparation of design document for Online
Learning portal
T + 60 days
2. Setting up of required IT hardware infrastructure T + 120 days
3. Development of the Online learning application and the portal
T + 1 Year
4. Completion of testing and go-live of Online
learning portal
T + 13 Months
5. Marketing and promotion of the portal for encouraging usage
T + 18 Months
6. Transactions of applications for “e-learning
sessions” - minimum of 14,000
T + 2 Years
7. Transactions of applications for “e-learning sessions” - minimum of 35,000
T + 3Years
8. Technology upgrades for the online learning
portal
T + 36 Months
9. Transactions of applications for “e-learning sessions” - minimum of 75,000
T + 48 Months
10. Transactions of applications for “e-learning
sessions” - minimum of 1,50,000
T + 60 Months
11. Operation and maintenance of Online learning portal
From the date of go-live till the end of 5
th year from signing of
contract
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4. E-Recruitment portal operationalizationincludes operationalization of the job
portal with all planned modes of job listing, resume listing, skills/ resume search.
The functional sub-tasks involved in operationalizing the e-recruitment portal are
as follows:
a. Application development for the e-recruitment portal
b. Creation of standard forms for job-seeker and employer registrations
c. Provisions for supplementary services such as resume writing, third party
profile verification, etc.
d. Optimized search engine for relevant job postings discovery by the job-
seekers and for relevant resume discovery by the employers
e. Payment transaction setup for making secure payments related to e-
recruitment application
The key milestones for the E-recruitment portal setup from a business perspective
are as given below:
S.No Milestone Timelines
(T-date of signing of contract)
1. Preparation of design document for E-recruitment
portal
T + 60 days
2. Setting up of required IT hardware infrastructure T + 120 days
3. Development of the E-recruitment application and
the portal
T + 16 Months
4. Completion of testing and go-live of E-recruitment portal
T + 18 Months
5. Marketing and promotion of the portal for
encouraging usage
T + 24 Months
6. Onboarding of minimum of 1000 recruiters/ employers
T + 2 Years
7. Onboarding of minimum of 3000 recruiters/
employers
T + 3 Years
8. Technology upgrades for the E-recruitment portal T + 36 Months
9. Onboarding of minimum of 5500 recruiters/
employers
T + 48 Months
10. Onboarding of minimum of 7000 recruiters/
employers
T + 60 Months
11. Operation and maintenance of E-recruitment
portal
From the date of go-live till the
end of 5th year from signing of
contract
5. MIS and Internal office automation operationalization – includes supply,
installation, testing and commissioning of equipment planned for the MoMSME
central department functioning along with commissioning of requisite enterprise
software for the business processes management. The timelines for the roll-out
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and operationalization of the MIS system that supports internal office automations
is as follows:
S.No Milestone Timelines
(T-date of signing of contract)
1. Preparation of design document for MIS
application
T + 60 days
2. Setting up of required IT hardware infrastructure T + 120 days
3. Development of the MIS applications T + 21 Months
4. Completion of testing and go-live ofMIS
applications
T + 24 Months
5. Transactions of MIS systems by the technology
centers - minimum of 1,000
T + 30Months
6. Transactions of MIS systems by the technology
centers - minimum of 2,000
T + 3 Years
7. Technology upgrades for the MIS applications T + 36 Months
8. Transactions of MIS systems by the technology centers - minimum of 3,000
T + 48 Months
9. Transactions of MIS systems by the technology
centers - minimum of 4,000
T + 60 Months
10. Operation and maintenance of MIS applications From the date of go-live till the end of 5
th year from signing of
contract
The delivery of the base IT infrastructure shall precede the phase 1 applications and all
application related intermediate deliverables shall be accordingly agreed between the
Ministry and NP-MSP
Following are the broad timelines for National Portal Rollout and maintenance
S.No Milestone Timelines
(T-date of signing of contract)
1. Current state assessment of existing infrastructure T + 30 days
2. Submission of Project Charter for review T + 45 days
3. Submission of National Portal Architecture design
document
T + 60 days
4. Setup of base central IT infrastructure at Primary
and DC sites
T+ 120 days
5. Design, configuration, development and
deployment of business applications
5.1.a. Design and development of B2B
marketplace application
T + 180 days
5.1.b. Go-Live of B2B Portal application T + 210 days
5.2.a. Design and development of Information
dissemination application
T + 270 days
5.2.b. Go-Live of Information dissemination application
T + 300 days
5.3.a. Design and development of Online
Learning application
T + 1 year
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S.No Milestone Timelines
(T-date of signing of contract)
5.3.b. Go-Live of Online Learning application T + 13 months
5.4.a. Design and development of E-Recruitment
application
T + 16 months
5.4.b. Go-Live of E-Recruitment Applications T + 18 months
5.5.a. Design and development of MIS application T + 21 months
5.5.b. Go-Live of MIS application T + 24 months
6. Technology Refresh Report T+ 3 years
7. Operation and maintenance of National Portal From the date of go-live till the end of 5
th year from signing of
contract
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11 Service Level Agreement
The Service Level agreements have been logically segregated in the following categories:
i. Implementation phase related performance levels
ii. Availability of Solution
iii. Equipment Availability
iv. Transaction settlements
v. User accounts creation
vi. Services related to Customer Care Group/ Functional Help Desk
vii. Services related to Application Maintenance – Resolution of Bugs/ Defects
9.1. Implementation phase related performance levels