BEST Utility Tender OCT20

THE BRIHANMUMBAI ELECTRIC SUPPLY & TRANSPORT UNDERTAKING
(OF THE BRIHANMUMBAI MAHANAGARPALIKA)
Draft Request for Proposal (RFP)

For
“Procurement of Services for Implementation and Support of ERP
Software for Electricity Billing, Customer Care and allied
activities”
TENDER NO. : DMM(SB)/II/11/TCU/69032/2020-21/Advt.

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Table of Contents
Table of Contents ................................................................................................................................................. 2
Glossary and eTender Notice .............................................................................................................................. 6
2 Invitation for Proposal .................................................................................................................................... 10

2.1 Invitation to Bid .................................................................................................................................................... 10
2.2 Bid Document Notice ........................................................................................................................................... 10
2.3 Bidder’s Data Sheet ..............................................................................................................................................11
3 Background and Introduction ........................................................................................................................ 13

3.1 Project Background .............................................................................................................................................. 13
3.2 Project Objective ................................................................................................................................................... 14
4 Request for Proposal Process ........................................................................................................................ 16

4.1 Purpose of Bid Document .................................................................................................................................... 16
4.2 Tender Fee ............................................................................................................................................................ 16
4.3 Submissions of Bids ..............................................................................................................................................17
4.4 Bidder Registration and Instructions.................................................................................................................. 17
4.6 Pre-bid Meeting ..................................................................................................................................................... 18
4.7 Earnest Money Deposit (EMD) and Refund ...................................................................................................... 18
4.8 Rights to Accept/Reject any or all Bids.............................................................................................................. 19
4.9 Clarifications and Addendum ........................................................................................................................... 20
4.10 Rights to Terminate the Process ...................................................................................................................... 21
4.11 Solvency Certificate ............................................................................................................................................ 21
4.12 Withdrawal of Bids ............................................................................................................................................. 21
5 Bid Submission Instructions........................................................................................................................... 22

5.1 Bid Submission Format ........................................................................................................................................ 22
5.2 Documents Comprising of Bids ........................................................................................................................... 22
5.3 Pre-Qualification Criteria - Bidder .......................................................................................................................24
5.4 Pre-Qualification Criteria - OEM of the proposed COTS Solution ................................................................... 27
5.5 Technical Evaluation............................................................................................................................................. 27
5.6 OEM/ Implementation Agency Participation Criteria ....................................................................................... 30
5.7 Validity of Proposal ............................................................................................................................................... 31
5.8 Corrections / errors in commercial proposal ..................................................................................................... 31
5.9 Price and Information .......................................................................................................................................... 31
5.10 Language of Bids ................................................................................................................................................ 32
5.11 Conditions under which RFP is issued ............................................................................................................. 32
5.12 Right to the content of Proposal ...................................................................................................................... 33
5.13 Non-Conforming Proposal ................................................................................................................................. 33
5.14 Disqualification .................................................................................................................................................... 33
5.15 Acknowledgement of Understanding ............................................................................................................... 34
5.16 Site Visit ............................................................................................................................................................... 34
6 Bid Opening and Evaluation Process ............................................................................................................ 35

6.1 Bid Evaluation Committee ................................................................................................................................... 35
6.2 Overall Evaluation Process .................................................................................................................................. 35
6.3 Opening of Technical Bid ..................................................................................................................................... 36
6.4 Opening of Commercial Bid................................................................................................................................. 36
6.5 Error correction in Commercial Proposal ........................................................................................................... 37
6.6 Selection Method .................................................................................................................................................. 37
6.7 Notifications of Award and Signing of Contract................................................................................................ 38
6.8 Contract Period ..................................................................................................................................................... 38
Issued by BEST Page 2 of 296

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6.9 Performance Bank Guarantee ............................................................................................................................. 38

6.10 Failure to agree with the Terms and Conditions of the Bid/Contract ......................................................... 39
6.11 Terms and Conditions of the Bid ...................................................................................................................... 39
7 Scope of Work ................................................................................................................................................. 41

7.1 Survey Report ....................................................................................................................................................... 41
7.2 Detailed Requirement Gathering and Analysis ................................................................................................. 46
7.3 ERP Implementation as per Annexure IX, Data Migration and Procurement of required Licenses........... 46
7.4 Inception Report ................................................................................................................................................... 47
7.5 User Acceptance Testing Criteria for all the ERP Applications ....................................................................... 58
7.6 Training and Capacity Building ........................................................................................................................... 62
7.7 Operational Acceptance of the Applications ..................................................................................................... 66
7.8 Application Development and Maintenance: Roles & Responsibilities .......................................................... 66
7.9 Database Management Roles & Responsibilities.............................................................................................. 72
7.10 Operation and Support of Systems .................................................................................................................. 73
7.11 Manpower support ............................................................................................................................................. 74
7.12 Application Maintenance and Monitoring ........................................................................................................ 76
7.13 Change Control Process ..................................................................................................................................... 83
7.14 Ticketing Tool ..................................................................................................................................................... 85
7.15 Infrastructure Operations and Maintenance ................................................................................................... 85
7.16 Warranty Support Services................................................................................................................................ 86
7.17 Intellectual Property Rights (IPR) .................................................................................................................... 87
7.18 Project Management ....................................................................................................................................... 88
7.19 Database Administration & Management Services ........................................................................................ 89
7.20 Hosting Service for products mentioned (Including DR) .............................................................................. 89
7.21 Virtual Machine Requirements .......................................................................................................................... 96
7.22 Cloud Storage Requirements ............................................................................................................................ 97
7.23 Acceptance Criteria for Data Centre ................................................................................................................ 98
7.24 Change Management Workshops..................................................................................................................... 98
7.25 Security Requirements for CSP ......................................................................................................................... 99
7.26 Testing Requirements for CSP ........................................................................................................................ 101
7.27 Integration of ERP Project at BEST ................................................................................................................ 107
7.28 Legacy Applications at BEST ........................................................................................................................... 107
7.29 Existing functionalities required with additional scope ............................................................................... 109
7.30 Functional Requirements Specification .......................................................................................................... 113
Power Utilities ............................................................................................................................................................ 113
Operational Reporting and Analysis ........................................................................................................................ 133
Customer Service and Contact Center .................................................................................................................... 135
Document Management ........................................................................................................................................... 139
Technological ............................................................................................................................................................. 140
Meter Data Management.......................................................................................................................................... 142
Consumer Indexing ................................................................................................................................................... 142
Asset Management .................................................................................................................................................... 143
7.31 Work Completion Timelines and Payment Terms ........................................................................................ 145
7.32 Service Level Agreements ............................................................................................................................... 149
8 Solution Overview ......................................................................................................................................... 157

8.1 ERP Solution ........................................................................................................................................................ 157
8.2 Application Architecture ..................................................................................................................................... 157
8.3 BEST Application Supporting Services ......................................................................................................... 159
Annexure I:Instructions for Pre-Qualification Bid ........................................................................................ 161

9.1 Cover Letter – Pre Qualification Bid ................................................................................................................. 161
9.2 Bidder’s Particulars ............................................................................................................................................. 162
9.3 Declaration for not being Blacklisted / Debarred ........................................................................................... 164
9.4 Statement of Deviation ...................................................................................................................................... 164
9.5 Performance Bank Guarantee ........................................................................................................................... 165

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Annexure II: Instructions and Technical Bid Document Formats .............................................................. 171
10.1 General Instructions - Technical Bid .............................................................................................................. 171
10.2 Project Citation.................................................................................................................................................. 173
10.3 Details of Manpower ........................................................................................................................................ 174
10.3.1 Format for ERP Experience .......................................................................................................................... 174
10.4 Technical Bill of Material and Bill of Quantity (To be provided by the Bidder) ........................................ 177
10.5 Authorization Letters from OEMs ................................................................................................................... 178
Annexure III: Commercial Bid Formats ......................................................................................................... 179

11.1 Commercial Bid - Cover Letter........................................................................................................................ 179
11.2 Commercial Bid Format and Instructions ...................................................................................................... 181
Annexure IV: Draft Contract Agreement ....................................................................................................... 184
Annexure V: List of Approved Banks ............................................................................................................. 221
Annexure VI : Format of Bank Guarantee for EMD ..................................................................................... 222
Annexure VII: Authorization letter for attending pre-bid meeting ............................................................ 225
Annexure VIII: Draft Non-Disclosure Agreement ........................................................................................ 226
Annexure IX: Details about ERP Systems to be Implemented and Maintained ...................................... 232
Annexure X: Indicative list of locations where ERP support is expected.................................................. 233
Annexure XI: Indicative List of Electricity Bill Collection Centers for BEST .............................................. 235
Annexure XII: Current Server Sizing of BEST’s Systems ................................................................................ 245
Annexure XIII: Reporting ................................................................................................................................ 246
Annexure XIV: Sample Change Control Note ............................................................................................... 250
Annexure XV: RACI Matrix .............................................................................................................................. 251
Annexure XVI : Indicative user count – module-wise ................................................................................. 252
Annexure XVII: BEST Department-wise Activities ....................................................................................... 254
AUDIT DEPARTMENT ........................................................................................................................................ 254
Customer Care Department .............................................................................................256
High Value Consumers Department .................................................................................... 260
Statistical Section of Customer Care ....................................................................................... 271
Meter Department................................................................................................................ 275
Regulatory Department .................................................................................................. 280

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Review Committee - I OFFICE.......................................................................................... 283
Vigilance Department .......................................................................................................... 284
Planning Department Of BEST.......................................................................................................... 286
DCEW Office - DEPUTY CHIEF ENGINEER (WORKS) OFFICE ...................................................... 286
Erection Department ............................................................................................................ 287
Franchisee Meter related Processes in Connection Management .....................................288
O & M Department ........................................................................................................................ 289
Annexure XVIII : Draft Consortium Agreement ........................................................................................... 292
Disclaimer................................................................................................................................................................. 296

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Glossary and eTender Notice
Abbreviations and
Description
Acronyms
Annual Maintenance Contract/ Comprehensive Maintenance
AMC/CMC
Contract
API Application Programming Interface
BEC Bid Evaluation Committee

BEST Brihan Mumbai Electric Supply & Transport Undertaking
BoM Bill of Material
BoQ Bill of Quantity

CCN Change Control Notice
CMMi Capability Maturity Model Integration

COTS Commercial Off the Shelf Solution
CSP Cloud Service Provider
CVA Code Vulnerability Analysis
CVS Capital Value system
DFD Data Flow diagram
DSC Digital Signature Certificate
EMD Earnest Money Deposit

Implementation of ERP along with Power utility software
ERP Project
and integration with other applications at BEST
FMS Facility Management Services
GoI Government of India
GIS Geographical information system

GRC Governance Risk and Compliance
HOD Head of Department
IA Implementation Agency
IT Information Technology
Power Utility Software Industry Specific Solution
ISMS Information Security Management System

KB Knowledge Base
KT Knowledge Transfer
LDAP Lightweight Directory Access Protocol

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LoI Letter of Intent

MeitY Ministry of Electronics and Information Technology
MPLS Multi-Protocol Label Switching

NPCI National Payment Corporation of India
OEM Original Equipment Manufacturer

SI/IA/SP Implementation Agency/Implementation Agency
SLA Service Level Agreement
SNMP Simple Network Management Protocol

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BRIHANMUMBAI ELECTRIC SUPPLY & TRANSPORT UNDERTAKING
General Manager, BEST

Tr. No. DMM/SB/11/TCU/69032/2020-21 Due on 29/12/2020
E-TENDER NOTICE
Subject: Procurement of Services for Implementation and Support of ERP Software for
Electricity Billing, Customer Care and allied activities
The purpose of this Request for Proposal (RFP) is to identify and appoint ERP Implementation
Agency to implement ERP with Power Utility Software and other products as mentioned in the
Annexure IX, which will meet the requirements of Customer Care Department and allied activities of
BEST, along with the Cloud Hosting Services and procurement of required ERP licenses by applying
best practices.
The Interested Bidders are advised to purchase the RFP document online. The Tender Fee is Rs.
12,000/- and the same is non-refundable. The RFP document can be downloaded from
eTendering Portal - https://mahatenders.gov.in. Any subsequent corrigendum / clarification will be
shared on the Email IDs provided by the organizations / individuals who have purchased the RFP.
Also, the same shall also be made available on the eTendering portal mentioned above.
The Bidding process shall follow a Three Cover tendering System. In the Three Cover System of
e- tendering, the Bidders shall deposit, along with their Bids, an Earnest Money Deposit (EMD)
amount of Rs. 1,00,00,000/-(Rupees One Crore only) (the "EMD"), refundable in accordance to the
relevant clause(s) of this RFP. The Bidders will have to provide Earnest Money Deposit online,
through the Payment Gateway/ Bank Guarantee while submitting their bids. Any bid if it is not
accompanied by the Earnest Money Deposit, shall be summarily rejected.
As per Three Cover System systems, the document is to be uploaded online only on the website by
the bidders. Bids shall be opened on dates as mentioned in Section 2.3. All the responsive and
eligible bidders if they so wish can be present at the time of bid opening at the place (as mentioned
in the Section 2.3 of Bid Document) where Bid will be opened. The Financial bid shall be opened if
Technical bid submission satisfies/includes all the requirements and same are found acceptable to
the Authority.
The time, date and venue details related to the pre-bid meeting and proposal submission are
mentioned in the Bidder’s Data Sheet in Section 2.3 of this RFP document. Proposals must be
received not later than time and date mentioned in the Bidder’s Data Sheet. Proposals that are
received after the deadline will not be considered. Bidder will be selected under QCBS (Quality and
Cost Based Selection) Method and procedures described in this RFP.
To obtain first-hand information on the assignment, the bidders are encouraged to attend the pre-bid
meeting on the date and venue mentioned in the Bidder’s Data Sheet. However, attending the pre-
bid meeting is optional.
The date and time for submission and opening of the bids are mentioned in Section 2.3 of this RFP
document.

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From:
Brihanmumbai Electric Supply and Transport (BEST) Undertaking,
Material Management Department,

2nd Floor, Bijlee Bhavan,
Opp. Alcock Yard,
Near Mazgaon Dockyard, Mazgaon,
Mumbai- 400 010
The General Manager, BEST reserves the right to reject all or any of the e-tender(s)
without assigning any reasons at any stage.

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2 Invitation for Proposal
2.1 Invitation to Bid
The General Manager, Brihan Mumbai Electric Supply & Transport Undertaking (BEST) herein
referred to as ‘BEST’ or ‘Undertaking’ or ‘Department’ or ‘Authority’ invites bidders to submit their
Technical and Financial proposals for the “Procurement of Services for Implementation and
Support of ERP Software for Electricity Billing, Customer Care and allied activities".
2.2 Bid Document Notice
□ This bid Document is being published by The Brihan Mumbai Electric Supply & Transport
Undertaking (BEST), for the Project “Procurement of Services for Implementation and
Support of ERP Software for Electricity Billing, Customer Care and allied
activities".
□ Bidders are advised to study this bid document carefully before submitting their bids in
response to the Bid Notice. Submission of a bid in response to this notice shall be deemed to
have been done after careful study and examination of this document with full understanding
of its terms, conditions and implications.
□ This bid document is not transferable.
□ The complete bid document (RFP) has been published on https://mahatenders.gov.in/for the
purpose of downloading. The downloaded of bid document (RFP) shall be considered valid for
participation in the electronic bidding process (e-Tendering), subject to the submission of
required Tender Fee and EMD.
□ Bidders are required to enroll on the e-tendering portal by clicking on the link provided in the
Bid Data Sheet.
□ A three cover system has been adopted through e-tendering on the mahatenders portal as
mentioned above.
□ Bidders (authorized signatory) shall submit their offers – Technical (including Pre-
Qualification) and Financial Proposal online in electronic formats only.
□ BEST will not be responsible for any delay in online submission due to any technical or non-
technical reasons. For this, bidders are requested to upload the complete bid proposal, well
advance in time so as to avoid issues like slow speed, choking of web site due to heavy load
or any other unforeseen problems. For queries related to eTender process, kindly refer the
Bidder’s Data Sheet.
□ Bidders are also advised to refer to the FAQs, Bidders’ Manual Kit, Information
about DSC, etc. available on the portal https://mahatenders.gov.in/ for
further details about the e-tendering process.

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2.3 Bidder’s Data Sheet
Sr. No. Information Details
A. Introduction
Procurement of Services for Implementation
1. Project Name and Support of ERP Software for Electricity
Billing, Customer Care and allied activities
The Brihan Mumbai Electric Supply &
2. Issuing Authority
Transport (BEST) Undertaking
3. Website https://mahatenders.gov.in
Bid Document Reference No. and
4. DMM(SB)-II/11/TCU/69032/2020-21/ADVT.
Start Date
5. Bid Type Open Tender via e-Tendering System
6. Bid Document Price Rs. 12,000/- (incl. of GST @ 18% )
7. Bid Download Due Date 04.11.2020
8. Earnest Money Deposit (EMD) Rs. 1,00,00,000/-
9. EMD Submission start Date 07.12.2020
30% of total project value (Certificate issued not
10. Bank Solvency Certificate more than six months prior to the date of submission
of Bid)
Performance Bank Guarantee

11. (Payable at Mumbai) to BEST (By Should be 10 % of Contractual Value
the Successful Bidder)
B. Preparation of Bids
12. Language of Bid English

180 (One-hundred-and-Eighty) days from the date of
13. Bid Validity Period Technical Bid Opening. If required, BEST will ask the
bidder for extension of bid validity.
Validity Period for the 6 months after the expiry of all the Contractual
14.
Performance Bank Guarantee Obligations or Payment of Final Bill, whichever is later
C. Bid Submission and Presentation
Last date for submission of
15. 25.11.2020
written Queries for Clarifications
To be submitted via e-mail only -
Submission of Queries for
16. email id: dycmit@bestundertaking.com
Clarifications
Kindly refer to section 4.6 for query format.
19.11.2020 at 11.00 am
Place, Date and Time of Pre-bid Conference Hall, 1st Floor,
17.
Meeting BEST House,
BEST Marg, Colaba,

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Mumbai-400001
Name and e-mail address for 1) Smt. C. R. Jagdale, Ag.Dy.CMIT,

Communication and seeking Tel. No.: 022-22183859
clarifications e-mail ID: dycmit@bestundertaking.com
18. Mob.: 9619363937
2) Smt. M.N. Dongare, SPMITG,
Tel. No.: 022-22183859
e-mail ID: spmitg@bestundertaking.com
Mob.: 9082271830
3) Shri. P. B. Khavare, MM,
Tel. No.: 022-22856262 Extn.: 411
e-mail ID: pbkhavare@bestmmd.net
Mob. 9892817917
4) Shri. B. D. Koshti, DMM(SB)II,
Tel. No.: 23741753 Extn.: 763
e-mail ID: bdkoshti@bestmmd.net
Mob. 9867252852
Last date (Deadline) for receipt
23.12.2020
19. of proposals in response to Bid
Document Notice
Time and Date of opening of Pre-
Qualification (Cover 1) received in 29.12.2020 at 10.00 Hrs.
20.
response to the Bid Document
Notice
Time and Date of opening of
Technical proposals (Cover 2) 05.01.2021 at 10.00 Hrs.
21.
received in response to the Bid
Document Notice
Place, Time and Date of
To be informed later
22. Technical Presentations by
Qualified Bidders
Time and Date of opening of
Financial proposals received in
23. To be informed later
response to the Bid Document
Notice
D. Evaluation of Bids and Awarding of Contract
Signing of Contract with the

24. Within 30 days after the issuance of LoA / LoI
Selected Implementation Agency

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3 Background and Introduction
The objective of this RFP is to appoint an Implementation Agency/ Service provider to Implement
and Support ERP for Electricity Billing and Customer Care Departments along with Cloud Hosting
Services for the Electric Supply Branch of the Undertaking. The procurement of the required licenses
as mentioned in Annexure IX, from the OEM on behalf of BEST will be the responsibility of selected
Implementation Agency.
Please Note: The prospective bidders are advised to study this RFP document carefully before
submitting their proposals. The submission of a proposal in response to this notice shall be deemed
to have been done after careful study and examination of this document with full understanding of
its terms, conditions and implications.
3.1 Project Background
The Brihan Mumbai Electric Supply and Transport Undertaking (BEST) provides two essential
services to the citizens of Mumbai –
1. Electric Supply Division carries out the Distribution of Electricity to the Consumers
within the Island City of Mumbai.
2. Transport Division provides Stage Carrier Passenger Public Transport Services i.e. the
operation of the buses in the Island City of Mumbai and its extended suburbs, Navi
Mumbai, Mira Road / Bhayandar and upto Thane.
BEST intends to replace the existing Legacy Systems and also integrate non – ERP Systems in place,
with an ERP based solution through this project for Electricity Billing and Customer Care
Departments. In lieu of the same, BEST has envisioned a comprehensive modernization plan to
strengthen Service Delivery to its Customers, across its Electric Supply. Previously the tender was
floated for implementation of ERP solution for all the activities of the entire BEST Undertaking except
the activities covered under ITMS project. Accordingly, the tender was floated. However, looking at
the scope of the project, complexity and cost involved in the project, the BEST management has
decided to implement this project in phase-wise manner. Therefore, it is decided to implement ERP
solution for Electricity Billing and Customer Care application initially. After successful implementation
of this project, BEST will move on to the implementation of next phase. Hence, it is expected that the
proposed ERP solution should be capable of integration with the modules to be implemented in the
next phase.
In the Power Distribution Business, it is very important to ensure that the Energy received from the
Power sellers and distributed to the customers gets accounted in an efficient manner. The
Operational Efficiency is dependent on the Billing Processes which reflect activities covering the
computation and collecting of revenue from customers for all services rendered. The Billing process
comprises of many activities and all these activities are responsible for completing the revenue cycle
which is the primary source of cash flows for the utility. Therefore, one of the fundamental objectives
for any Power Utility is to ensure the continuous and smooth functioning of the billing processes. The
objective is to have complete control over its expenses, funds and become profitable in shortest
possible timespan.

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At present, various applications are being used at BEST to perform multiple activities. These
applications are developed in-house as per the requirements given by the user departments of the
undertaking and are currently being used across different departments of BEST.
3.2 Project Objective
BEST is now looking to appoint an ERP Implementation Agency which will implement and support the
intended ERP Solution (Henceforth, to be referred to as ERP Solution across this RFP document) for
the scope mentioned in the Annexure IX of this RFP document along with Cloud Service Hosting and
procurement of Licenses for COTS (Commercially-off-the-shelf) Solution. It is expected that the
software/application should be readily deployable with minimal configuration to suit the BEST’s
specific requirements and does not involve developing the application from scratch. The proposed
COTS Solution should be an integrated platform encompassing the required ERP modules, Power
Utility Software, Data Analytics and BI components. The proposed ERP Solution should be able to
support a Single sign-on architecture and should be able to be integrate with other software
applications at BEST, the details of which are provided in Section 7.27 of this RFP document.
The overall objective of this project is to -

□ Improve end-user and Consumer’s experience with BEST
□ Deliver performance as per benchmarks defined by BEST
□ Deliver Scalability/ Flexibility / Stability to address ongoing and ever-growing business needs
related to electricity billing and Customer care departments
□ Improve Service Delivery to consumers / businesses
□ To have proper energy accounting to identify losses
The scope of services to be provided under this RFP is given below –
a) Procurement of ERP Licenses and related licenses for Electricity Billing, meter reading, Customer
Care services, Revenue management, Device management and other related licenses
b) Installation of ERP licenses and other related software licenses
c) Implementation of ERP with defined scope mentioned in Annexure IX (including Data Migration)
within 9 months from the date of issuance of Work Order
d) Data Migration
e) Operation and Support (Post Go - Live) for 5 years
f) Cloud Hosting (Including DR) for 5 years
g) Onsite Support / Centralized Help Desk Support for 5 years
h) Integration with existing software applications at BEST such as Core Accounting, GIS, etc
i) The proposed ERP solution should be capable of integration with the modules to be
implemented in the next phase
j) Training to users
k) Training to core team to take over the entire charge of the project – 30 Personnel
l) Preparation of end user training manual
Following table lists down the indicative ERP modules to be implemented as a part of this project -

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Sr. List of ERP licenses to be used in implementation of ERP Solutions at BEST

No.
1. Enterprise portal. Self Service Portal for Employees and Consumers
Electricity billing, Meter Reading processes, revenue management and Collection
2.
Management
3. Business Warehouse, Data services
4. BI / BO – Business Intelligence and Business Objects
5. Mobile Platform should be made available wherever required
6. Customer Engagement Solution, Customer Relationship Management
7. Call Center Management
8. Energy data management
Access controls – Security tool to ensure authorization standard and delegation of
9.
authority
10. Device Management
11. Consumer Indexing / masters
12. Document Management System
13. Integration for outbound messages to consumer in case of outage
14. System Integration with Key BEST Applications
15. Asset Management
16. Meter Data Management
The Implementation Agency shall provide all the services as per scope of work defined in Section 7
of this RFP document. The agency will also host the ERP Solution on any of the MeiTY empaneled
Cloud Service Provider. The BEST shall require these services for a period of 69 months (9 months
for Implementation and 60 months Operations and Support) starting from the date of issuance of
work order. The contract shall also include the provision for renewal (at the existing rates), for a
maximum period of one year, based upon the requirements of BEST, approval of the Competent
Authority and in mutual agreement with the Implementation Agency. BEST reserves all the right to
terminate or foreclose the contract at any given time, with a prior notice to the Implementation
Agency.

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4 Request for Proposal Process
4.1 Purpose of Bid Document
1 BEST invites bids against this Request for Proposal (“RFP”), from eligible bidders as per the
scope of work defined in this RFP.
2 Any contract that may result from this bidding process will be effective from the date of
Signing of Contract and shall, unless terminated earlier in accordance with its terms,
continue for a period till completion of Go-live plus five (5) years.
3 BEST reserves the right to extend the Term on mutually agreed terms at its sole discretion,
subject to any obligations under law.
4 Proposals must be received not later than the time, date and venue mentioned in the
section ‘Key Events and Dates’. Proposals that are received late will not be considered in
this RFP process.
5 While every effort has been made to provide comprehensive and accurate background
information and requirements and specifications, Bidders must perform their own research
and survey, and form conclusions about the solution needed to meet the requirements.
6 All information supplied by Bidders may be treated as contractually binding on the Bidders,
on successful award of the assignment by BEST on the basis of this RFP.
7 No commitment of any kind, contractual or otherwise shall exist unless and until a formal
written contract has been executed by or on behalf of BEST. Any notification of preferred
bidder status by BEST, shall not give rise to any enforceable rights by the Bidder. BEST
may cancel this public procurement at any time prior to a formal written contract being
executed with the Implementation Agency.
8 This RFP supersedes and replaces any previous public documentation & communications,
and Bidders should place no reliance on such communications.
9 All figures of costs, project values and others will be mentioned in Indian Rupees only.
10 No Bidder shall submit more than one Bid for the Project. An entity bidding (a) individually,
or (b) as a member of a Consortium, shall not be entitled to submit another bid either (a)
individually or (b) as a member of any Consortium.
4.2 Tender Fee
The Tender Document Fee is specified in the Bidder’s Data Sheet in Section 2.3 above and is
non- refundable.

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4.3 Submissions of Bids
1. The complete bidding process will be online (e-Bidding) in the Three Cover System. All the
notification and details regarding terms and conditions related to this bid notice hereafter will
be published online on web site https://mahatenders.gov.in/.
2. Bidding documents can be seen, downloaded and submitted in electronic format on the above
website. The deadlines for submission of bid are specified in Section 2.3 of this document.
3. Bids received after the due date and the specified time (including the extended period, if any,
for any reason whatsoever, shall not be entertained.
4. The bids submitted by telex/ telegram/ fax/ email etc. shall not be considered. No
correspondence shall be entertained on this matter.
5. Technical bids will be opened as per the details found in Section 2.3 of this document.
6. Bidder should submit information and scanned copies of all the documents in PDF format in
their technical bid as per the eligibility requirements of the Bid Document.
7. Bidders may be requested to submit original documents for verification during evaluation of
technical evaluation, as and when required.
8. The Time and Date of opening of Financial Bids will be informed on the website.
9. An authorized representative of the Bidder should have valid class II / III Digital Signature
Certificate (DSC) obtained from any Certifying Authority. The authorized representative of the
Bidders shall digitally sign the original Pre-Qualification Bid, Technical Bid and Financial Bid.
The authorization shall be in the form of a written Power of Attorney accompanying the bid or
in any other form demonstrating that the representative has been duly authorized to sign.
10. As per BEST, on opening the technical bid, if is found that the Bidder has not submitted
required documents as per conditions for technical bid then the Bidder shall be intimated to
comply with the said documents within 3 days from the intimation from BEST (through
email), otherwise the bid shall be treated as non-responsive.
BEST reserves the right to accept or reject any or all the Bids without assigning any reason.
Moreover, if no intimation is provided by BEST, then the documents submitted cannot be deemed as
accepted.
4.4 Bidder Registration and Instructions
1. Bidders are required to enroll on the e-Tendering website by clicking on the link provided in
the Bidder’s Data sheet.
2. The bidders shall pay the EMD/Bid Security online, through Payment Gateway / Bank
Guarantee only before the submission of Bid and shall upload the screenshot of receipt of
payment in Technical bid instead of paying the EMD in person at any of the BEST Offices.
The Technical Proposals of the bidders and Financial Proposals of the eligible bidders will be opened
as per the time-table mentioned in Section 2.3. Any changes to the schedule shall be displayed on
the Portal (https://mahatenders.gov.in).
1. The Bidders are responsible for all costs incurred in connection with participation in this
process, including, but not limited to, costs incurred in the conduct of informative and other
diligence activities, participation in meetings/discussions/presentations, preparation of bid, in

18
providing any additional information required by BEST to facilitate the evaluation process, and
in negotiating a definitive Contract or all such activities related to the bid process. BEST will,
in no case, be responsible or liable for those costs, regardless of the conduct or outcome of
the bidding process.
2. This RFP document does not provide any commitment by BEST to award a contract or to
engage in negotiations with any of the bidders. Further, no reimbursable costs may be
incurred in anticipation of award. All materials submitted by the Bidder shall become the
property of BEST and may be returned at its sole discretion.
4.6 Pre-bid Meeting
1. BEST will host a Pre-bid Meeting for queries (if any) raised by the prospective bidders. The
details regarding the date, time and place of the meeting are provided in the Bidder’s Data
Sheet in Section 2.3. A maximum of two representatives of each of the bidder may attend the
pre-bid meeting upon the production of an authority letter from the bidder, at their own cost.
The purpose of the pre-bid meeting is to provide a forum to the bidders, to clarify their
doubts / seek clarification or additional information, necessary for them to submit their bid.
2. All enquiries from the bidders, relating to this bid document must be submitted to the
designated contact person as mentioned in the Bidder’s Data Sheet. The queries
should necessarily be submitted in the format given below and strictly in the form of
an excel sheet only.
Sr. No. Bid Document Reference Content of the bid Clarification

(Volume, Section No., Page requiring Sought/Query
No.) Clarification
1
2
.
n
3. An Authorization Letter in the name of the person attending the pre-bid meeting needs to be
submitted on the letterhead of the Bidder, during the pre-bid meeting (as per the format
specified in Annexure VII).
4. The queries submitted post the specified deadline or which do not adhere to the specified
format may not be responded to. All responses to the queries (Clarifications / Corrigendum)
shall be made available on the website (https://mahatenders.gov.in/).
4.7 Earnest Money Deposit (EMD) and Refund
1. Bidders shall pay, along with their Bids, EMD amount as mentioned in Section 2.3, and it shall
be paid online. The bidders shall pay the EMD through Online Payment Gateway/ Bank
Guarantee only.

19
2. In case a bid is submitted without the EMD as mentioned above, then BEST reserves the right
to reject the bid, without providing an opportunity for any further correspondence to the
bidder concerned.
3. The EMD shall be denominated in Indian Rupees only. No interest shall be paid by BEST
towards the deposited EMD.
4. All the bidders shall have to deposit Earnest Money Deposit in e-Payment mode or
by submission of Bank Guarantee at our Kussara, Mazgaon Office.
5. The Earnest Money Deposit paid by the unsuccessful bidders will be returned after finalization
of the tender, by e-payment mode only to the same account, from which it was paid.
6. The EMD may be forfeited in any of the following cases:
i. If a Bidder withdraws its bid or increases its quoted prices during the period of bid
validity or its extended period, if any.
ii. In the case of a successful Bidder, if the Bidder fails to sign the Contract or to furnish
Performance Bank Guarantee within specified time in accordance with the format given
in this bid document.
iii. During the bid process, if a Bidder indulges in any such deliberate act as would
jeopardize or unnecessarily delay the process of bid evaluation and finalization.
iv. During the bid process, if any information is found wrong / manipulated / hidden in the
bid.
7. The decision of BEST regarding forfeiture of the EMD and rejection of bid shall be final and
shall not be called upon question under any circumstances.
8. The EMD of Successful bidder will be returned after the award of contract and submission of
the performance Bank Guarantee within specified time.
9. No rejections and forfeiture shall be done in case of curable defects. For non-curable defects,
EMD shall be forfeited and the bid will be liable for rejection.
Note:
1) Curable Defects shall mean shortfalls in submission such as -
a. Non-submission of following documents
□ Valid Registration Certificate.
□ Valid Bank Solvency
□ GST Registration Certificate
□ Certified Copies of PAN documents and photographs of individuals, owners,
etc.
□ Partnership Deed and any other documents
□ Undertakings as mentioned in the tender document
b. Wrong calculation of Bid Capacity
2) Non-curable Defects shall mean -

□ In-adequate submission of EMD/ ASD amount
□ In-adequacy of Technical and Financial capacity with respect to Eligibility criteria as
stipulated in the Tender
4.8 Rights to Accept/Reject any or all Bids

20
Notwithstanding anything contained in this RFP, BEST reserves the right to accept or reject any bid
and to annul the Bidding Process and reject all Bids, at any time without any liability or any
obligation for such acceptance, rejection or annulment, and without assigning any reasons. In the
event that the Authority rejects or annuls all the Bids, it may, in its discretion, invite all eligible
Bidders to submit fresh bids hereunder.
BEST reserves the right to reject any Application and/ or Bid if:
a. at any time, a misrepresentation is made or uncovered, or
b. the bidder does not provide, within the time specified by the Authority, any supplementary
information sought by the Authority for evaluation of the Application.
In case it is found during the evaluation or at any time before signing of the Agreement or after its
execution and during the period of subsistence thereof including the concession thereby granted by
BEST, that one or more of the pre-qualification conditions have not been met by the Bidder, or the
Bidder has made any misrepresentation or has given any incorrect or false information, the Bidder
shall be disqualified forthwith if not yet appointed as the Successful Bidder either by issue of the LOA
(Letter of Approval) or entering into of the Agreement, and if the Bidder has already been issued the
LOA or has entered into the Concession Agreement, as the case may be, the same shall,
notwithstanding anything to the contrary contained therein or in this TENDER, be liable to be
terminated, by a communication in writing by BEST to the Bidder, without Bidder being liable in any
manner whatsoever to the Bidder and without prejudice to any other right or remedy which BEST
may have under this TENDER, the Bidding Documents, the Concession Agreement or under
applicable law. BEST reserves the right to verify all statements, information and documents
submitted by the Bidder in response to the TENDER. Any such verification or lack of such verification
by BEST shall not relieve Bidder of its obligations or liabilities hereunder nor will it affect any rights of
BEST there under.
The bid shall be rejected if the bidder-
a. Stipulates the validity period less than 180 days.
b. Stipulates own terms and condition/conditions.
c. Does not fill and (digitally) sign undertaking forms, which are incorporated, in the document.
4.9 Clarifications and Addendum
Bidders requiring any clarification on the tender may notify BEST in writing or by e-mail. They should
send in their queries before the date specified in the Section 2.3. BEST shall Endeavour to respond to
the queries within the period specified therein. The responses will be sent by letter and/or e-mail.
BEST will forward all the queries and its responses thereto, to all purchasers of the RFP without
identifying the source of queries.
BEST shall endeavor to respond to the questions raised or clarifications sought by the Bidder.
However, BEST reserves the right not to respond to any question or provide any clarification, in its
sole discretion, and nothing in this Clause shall be taken or read as compelling or requiring the BEST
to respond to any question or to provide any clarification, but not later than the date provided in
Section 2.3 of this document.
BEST may also on its own discretion, if deemed necessary, issue interpretations and clarifications to
all the Bidders. All clarifications and interpretations issued by BEST shall be deemed to be a part of
the tender document. Verbal clarifications and information given by BEST or its employees or
representatives shall not in any way or manner be binding on the BEST.

21
At any time prior to the deadline for submission of Application, BEST may, for any reason, whether at
its own initiative or in response to clarifications requested by any Bidder, modify the tender by the
issuance of Addendum.
Any Addendum thus issued will be sent in writing/ email to all those who have purchased the RFP. In
order to afford the Bidder a reasonable time for taking an Addendum into account, or for any other
reason, BEST may, in its sole discretion, extend the bid submission due date.
4.10 Rights to Terminate the Process
1. BEST may terminate the bid process at any time and without assigning any reason. BEST
makes no commitments, express or implied, that this process will result in a business
transaction with anyone.
2. This bid document does not constitute an offer by BEST. The Bidder's participation in
this process may result in BEST selecting the Bidder to engage in further discussions and
negotiations towards execution of a contract. The commencement of such negotiations does
not, however, signify a commitment by BEST to execute a contract or to continue
negotiations. BEST may terminate negotiations at any time without assigning any reason.
4.11 Solvency Certificate
1. A valid Bank Solvency Certificate of amount as mentioned in Section 2.3, that has been issued
not more than six months prior to the date of submission of bid, needs to be submitted in the
Technical Bid.
4.12 Withdrawal of Bids
1. No bid should be withdrawn in the interval between the bid submission deadline and the
expiration of the bid validity period specified in the Bidder’s Data Sheet. Withdrawal of a bid
during this interval may result in the forfeiture of the bidder’s EMD.
2. No bid may be altered/ modified after submission to BEST. Unsolicited correspondences in
this regard from bidders will not be considered.

22
5 Bid Submission Instructions
5.1 Bid Submission Format
The bid shall strictly be prepared as per the formats specified in this RFP document. The bids
submitted with deviation from the said formats will be rejected.
5.2 Documents Comprising of Bids
The following table enlists the documents to be submitted by the bidders as a part of the proposal.
However, it is responsibility of the respective bidders to make sure that all the requirements as
specified in this RFP document are complied with.
Sr. Type of Cover Documents to be submitted

No.
Pre-Qualification □ Cover Letter
(Cover 1) □ Board Resolution authorizing the Bidder to sign/ execute the
bid as a binding document and also execute all relevant
agreements forming part of bid or Power of Attorney
executed by the Bidder in favour of the Principal Officer or
the duly Authorized Representative, certifying him/her as an
authorized signatory for the purpose of this bid
□ Valid Agreement on Stamp Paper among the members
signed by the Authorized Signatories of the companies
under Consortium dated prior to the submission of the bid
(As per Annexure XXIII). The Agreement shall clearly
specify the details of Prime bidder, stake of each member
and outline the roles and responsibilities of each member
and other details specified in this RFP document
□ Copy of Certificate of Registration / Certificate of
Incorporation / Latest Partnership Deed in case of
Partnership firm duly registered
1
□ Copy of Empanelment & STQC Audit Compliant Certificate
from Meity
□ Copy of Partner Certificate from OEM for ERP Solution
□ Valid Solvency Certificate as specified
□ Copy of the Audited Balance Sheet of the company and
Certificate from Chartered Accountant for last 3 financial
years as mentioned in Pre-qualification Criteria
□ Copy of the Certificate from Chartered Accountant stating
the Net Worth
□ Copy of the Audited Profit and Loss Statements and Copy of
Certificate from Chartered Accountant clearly stating the
Average Annual Turnover as mentioned in Pre-
Qualification Criteria
□ Copy of GST Registration Number
□ Copy of valid SEI CMMi Level 5 Certificate
□ Copy of Income Tax and Service Tax returns for last 3

23
Assessment Years as mentioned in Pre-Qualification Criteria

□ Certified copies of valid 'PAN' documents and photographs
of the individuals, owners, Karta of Hindu undivided Family,
firms, private limited companies, registered co-operative
societies, partners of partnership firms and at least two
Directors, if number of Directors are more than two in case
of Private Limited Companies, as the case may be.
However, in case of Public Limited companies, Semi
Government Undertakings, Government Undertakings, no
'PAN' documents will be insisted
□ Declaration regarding Blacklisting in the specified format
□ Copy of Work Order and Client / Work Completion
Certificate for establishing required experience and signed
by a competent authority clearly stating Average Turnover
from IT Business which includes software development,
customization, implementation and post implementation
support and the scope, current status and contact details of
the reference person as mentioned in Pre-Qualification
Criteria
□ Bidder’s Particulars as per specified format (i.e. Section 9.2)
□ Rental Agreement / Utility Bill in the name of the
company/Sale Deed or Declaration that office will be set-up
in Mumbai Metropolitan Region (MMR) within a period of 90
days from the date of issuance of Letter of Intent
□ Valid E.P.F. Certificate
□ Copy of the Valid Certificate(s) signed and stamped by the
Authorized Signatory of the bidder regarding project
experience
□ Certificate from HR mentioning the number of employees
□ References of clients where ERP Solution Implementation
has been done and Support is provided to client
□ Technical Bid in the specified format
□ Details of proposed manpower
2 Technical □ High Level strategy for ERP Solution Implementation and for
Proposal products mentioned as per Annexure IX, highlighting
(Cover 2) approach on team deployment, managing the scope, data
migration plan, risk and mitigation plan, ERP with Utility
project management approach and training and capacity
building approach on various areas mentioned in the scope
□ Other Documents (as per requirements of the bid)
□ Resume of key staff
□ Commercial Bid Cover Letter
3 Financial The Price Bid (Financial Proposal) shall be uploaded in MS-Excel
Proposal sheet by the bidder online via e-tender mode only
(Cover 3)
□ Bidders shall furnish the required information on their Pre-Qualification, Technical and
Financial bids in the specified formats only. Any deviations from formats may make the bid
liable for rejection. Disclosure of pricing information in Pre-Qualification or Technical proposal
shall be sufficient grounds for rejection of the bid.
□ The bidders shall categorically provide their Email-ID in Technical Bid.

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5.3 Pre-Qualification Criteria - Bidder
A firm or an individual blacklisted / banned by any government organization in accordance with their
guidelines shall be ineligible to be awarded a BEST - Financed Contract, or to benefit from a BEST-
Financed Contract, financially or otherwise, during such period of time, as BEST shall determine.
Bidder should have at least one office in Mumbai Metropolitan Region (MMR) (Mumbai / Navi Mumbai
/ Thane). If not, it should open an office in the MMR region within 3 months of the Award of
Contract.
Only bidders complying the Pre - qualification Criteria shall be eligible to participate in this tender
process. The minimum eligibility criteria that should be satisfied by the bidders are mentioned below.
The formats for the Pre-qualification documents are given in Annexures of this RFP, unless specified
otherwise.
The Prime Bidder / Lead Bidder of Consortium, herein also referred as ‘Bidder’, shall be primarily
accountable for the implementation of the entire scope of the project. Only the Lead Member will
submit the Proposal and sign the Contract with BEST. In case of a Consortium, the same should not
consist of more than 2 members. None of the bidders or their subsidiary company or member of
the consortium should be in the same business domain as BEST i.e. Electric Supply and Transport.
The consortia shall submit a valid Agreement on a Stamp Paper as per format (i.e.
Annexure XXIX), signed by the Authorized Signatories of the Companies under Consortium,
and dated prior to the submission of the bid.
The Agreement shall clearly specify the details of Prime bidder, details of each Member of the
Consortium, Stake of each Member and shall also outline the Roles and Responsibilities of each
Member. All the members of the Consortium shall be jointly and severally liable to complete the
project; however, Prime Bidder shall give an undertaking for successful completion of the project and
shall be accountable for the same. In case of any issues, Prime Bidder will be liable for all penalties.
The Agreement between the Prime Bidder and each Member of the Consortium should be for the
entire duration of the Project and the same shall be submitted along with the Bid document. The
Consortium Agreement shall also specify their exclusive association for this bid and joint
responsibility for their respective scope.
Original Equipment Manufacturer (OEM) is defined as the developer of Commercial off the-shelf or
commercially available off-the-shelf (COTS) packaged Enterprise Resource Planning software who
hold the intellectual property rights for the same. ERP with Power Utility Software solution offered by
the prime bidder should be available Commercially Off-The-Shelf (COTS). The software/application
should be readily deployable with or without configuration to suit the BEST’s specific process
requirements and does not involve developing the application from scratch.
BEST shall sign the contract with the Lead Bidder only. All payments shall be made to the Lead
Bidder only. However, the names of all the Consortium Members shall be included in the contract.

25
Applicabilit Supporting Document

Sr. No. Qualification Criteria
y Required
1. The Bidder and each Member of the All Copy of Certificate of
Consortium should be a Company consortium Incorporation, signed by
registered under Indian Companies members Authorized Signatory of the
Act, 1956 (amended in 2013) or a *** Bidder
Partnership Firm registered under
Indian Partnership Act, 1932 or
Proprietary Firm or a Limited
Liability Partnership registered
under LLP Act 2008
The Bidder should have an average Lead Audited Profit & Loss Statements
annual turnover of INR 80 Cr from member from the Certified Chartered
IT Services business which includes Accountant, clearly stating the
Software Development, Average Turnover from IT/ITES
2. Customization, Implementation and Services business which includes
Post - Implementation support Software Development,
during the FY 2017-18, 2018-19 and Customization, Implementation
2019-20 and Post - Implementation
support
3. The Secondary Bidder (if applicable) Secondary Audited Profit & Loss Statements
should have an average annual member, if from the Certified Chartered
turnover of INR 25 Cr from IT applicable Accountant, clearly stating the
Services business which includes Average Turnover from IT/ITES
Software Development, Services business which includes
Customization, Implementation and Software Development,
Post - Implementation support Customization, Implementation
during the FY 2017-18, 2018-19 and and Post - Implementation
2019-20 support
4. The Bidder should have a Positive Lead Certificate from the Chartered
Net Worth (measured as paid-up member Accountant clearly stating the Net
capital plus free reserves), as on Worth
31stMarch 2020
5. The Bidder must have at least 500 Lead Certificate from Head of HR of
Employees on its Payroll as on the member the Bidder
date of submission of the bid. They
should be involved in Software
Design / Development / Testing /
Consultancy services / Maintenance
activities
6. Bidder should have a CMMi Level All Copy of the Valid Certificate
5 Certification consortium
members
7. The Bidder should have - Lead Copy of Work Order & Work
(1) Completed and still in use one member Completion certificate of the
Billing and Customer Care project from the client
application project, with total order
value of INR 40 Crore, 500 internal In case of an ongoing project, the
users and a consumer base of at certificate towards Go-live
least 5 lakh in the last fifteen years milestone issued by the client is
as on the date of submission of bid mandatory
OR
(2) Completed and still in use two Reference date for consideration
two Power Utility with Billing for 15 years will be based on the

26
projects with total order value of Work Order date.

INR 25 Crore, 500 internal users
and a consumer base of at least 5
lakhs each in last fifteen years as on
the date of submission of bid
Each Project should have the

following modules: Electricity
Metering, Billing and Payment,
CM/CRM with document
management, Energy data
Management, Grievance Redressal,
Asset/Device Management,
Consumer Indexing, BI/BO
Each project should have been

executed with same ERP solution
proposed by the bidder in its
proposal
All the projects should have been
executed in India.
8. The Bidder should not have been All Declaration by bidder as per
blacklisted by any State Government Consortium format given in the Bid Document
/ Central Government / Municipal members
Corporation / Departments /
Undertakings in India, for fraudulent
or corrupt practices as on the date
of submission of the bid
9. The Bidder should have a valid All Copy of GST Registration Number
documentary proof of GST Consortium or any other taxes required by
Registration Number or any other members the Government
Taxation Registration required by ***
the Government
10. The Bidder should have valid All Copy of the documentary proof of
Income Tax Returns for the last Consortium Income Tax Returns for the last
three Assessment Years (2017-18, members three Assessment Years. Provide
2018-19 and 2019-20) and the *** copy of PAN card
Bidder (not individual) should have
a PAN Card
11. The Bidder should possess a valid All Valid E.P.F. Registration
registration certificate under E.P.F. Consortium Certificate
& M.P, Act 1952 members
***
Note :
*** In case of bidder (other than lead bidder) who is not having Company registered
under Indian Companies Act, 1956 (Amended in 2013), should submit certificate
relevant jurisdiction of the country where their company / firm is registered (Documents
mentioned in eligibility criteria 1, 10, 11& 12). Lead bidder should be registered under
Indian Companies Act, 1956 (Amended in 2013).

27
5.4 Pre-Qualification Criteria - OEM of the proposed COTS Solution
Eligibility Supporting Document

Sr. No. Qualification Criteria
Required
The proposed COTS solution for OEM for the Relevant Certificate from the OEM
Power Utility Software should have Power Utility specifying the name of the end-
at least five implementations in Software user Client, Number of
India with each having a consumer Consumers, Number of Users,
1. base of more than five lakh Name of the Implementation
consumers and more than 500 Agency, list of implemented
internal users over the past Fifteen modules and date of work order
years, as on the date of submission
of the bid
The ERP solution for all the modules OEM Undertaking from the OEM for
2 required by the BEST in this tender each solution
should be from the same OEM.
OEM should have minimum 2 IAs OEM Undertaking from the OEM for the
with CMM level 5 certification with solution
3
reference to implementation
experience in India
5.5 Technical Evaluation
Technical Evaluation of the bids would be carried out on following broad parameters –
Sr. Parameter Marks

No.
A Bidders’ General Competence 10
B Human Resource Capability 10
Bidder's Experience in ERP, Electric
C 30
Supply Billing and CRM Processes
D FRS Document 20
Presentation (Approach,
E 30
Methodology, Training etc.)
Total 100
□ The Technical Bids of only those Bidders, who qualify in the Pre-Qualification stage, shall be
considered and will be evaluated as per the evaluation criteria in this clause. The Bid
Evaluation Committee shall invite each Bidder to make a presentation-cum-demonstration as
a part of the technical evaluation.
□ The Committee may require verbal/written clarifications from the Bidders to clarify
ambiguities and uncertainties arising out of the evaluation of the Bid documents (to be stated
precisely as it should be in BEST's interest). In order to qualify technically, a Bid must secure
a minimum 70% marks in technical evaluation. Only those Bids which have a minimum score
of 70% of total marks in technical evaluation will be considered for opening of their
Commercial Bid. However, the General Manager (GM), BEST reserves the right to lower the
minimum required marks to 60% of total marks if none of the Bidders achieves 70% of the

28
total marks. Only the Bids qualifying the technical evaluation will be considered for
commercial evaluation.
□ The bidders' technical solutions proposed in the bid document will be evaluated as per the
requirements specified in the Bid document and adopting the evaluation criteria spelt out is
below.
The above 4 evaluation categories are further divided into various sub-categories (i.e. in
Category A, B, C, D) as mentioned below –
A. Bidders’ General Competence (10 marks):
Qualifying criteria for bidders is given in Section 5.3 and Section 5.4. Over and above these
criteria, bidders shall be rated on the following parameters:
Evaluation Criteria Max. Marks Criteria

Average annual turnover of lead  >=INR 80 Cr and < INR 150 Cr
member from IT Services Business – 2 Marks
which includes software development,  >= INR 150 Cr and < INR 300
5
customization, implementation and post Cr – 4 Marks
implementation support during the FY  >= INR 300 Cr -5 Marks
2017-18, 2018-19 and 2019-20
Employees on its payroll of lead bidder  >=500 Employees and <750 - 2
as on date of submission of the bid and Marks
involved in software design/ 5  >=750 Employees and <1000 -
development/ testing / maintenance 4 Marks
activities  >=1000 Employees – 5 Marks
B. Human Resource (10 marks)

1. BEST will evaluate the information submitted by the Bidders with regards to Bidder’s
proposed team for this assignment.
2. Any change in the actual team to be deployed will be allowed only after expressed written
approval from the General Manager (GM), BEST.
3. The resource (Proposed Team) details need to be submitted in formats given in
Formats 10.3 and 10.3.1 under Annexure II.
4. Marking scheme for this Category of evaluation will be as follows –

Software Development and Management
experience
□ >= 9 and < 12 years: 1 Mark
Project Manager □ >=12 years: 2 Marks
5
Experience
ERP Project Implementation Experience
□ >= 4 and < 7 years: 2 Marks
□ >=7 years: 3 Marks
Software Development and Management
experience
□ >= 6 and < 9 years: 0.5 Mark
Solution Architect 3
□ >=9 years: 1 Mark
Solution Architect for ERP
Projects Experience

29
□ >= 3 and < 5 years: 1 Mark

Data Migration Experience
Data Migration
2 □ >= 3 and < 5 years: 1 Mark
Manager
C. ERP Project Experience (30 marks)

Cumulative value of 15 If proposed ERP solution and ERP solution of
proposed ERP solution the executed projects is same or it’s upgraded
for Electricity Billing, version -
Customer Care and □ Cumulative value >= INR 100 Cr and < INR
allied activities 200 Cr: 8 Marks
executed by the □ Cumulative value >= INR 200 Cr and < INR
bidder over the past 350 Cr: 12 Marks
15 years as on the □ Cumulative value >=INR 350 Cr: 15 Marks
date of submission
(Not more than 10
projects).
All the projects should
have been executed in
India.
Number of 15 □ Number of Projects = 3 Projects – 8 Marks
implementations of □ Number of Projects >3 Projects and < 5
proposed ERP solution Projects - 12 Marks
for the Electricity □ Number of Projects >=5 Projects -15 Marks
Billing, Customer Care
and allied activities for
a client, each having
500 internal users and
a consumer base of at
least 5 lakhs in the
last 15 years as on the
date of submission of
bid.
All the projects should
have been executed in
India.
D. FRS Document (20 marks)

Bidder has to do self-Certification for the functionality defined in the 7.30 - Functional
Requirement Specification. In case anything is found not true during project period, the
penalty of Rs.10,000/- per functionality will be charged. Remark should be given by the bidder
for each functionality. Marks will be given on the basis of ‘Remark’. -

FRS Document 20 □ Marks<70% -0 Marks
□ Marks >= 70% and <80% - 10 Marks
□ Marks >= 80% and < 90% - 15 Marks
□ Marks >= 90% - 20 Marks

30
E. Approach, methodology and Presentation(30 marks)

Evaluation
Max. Marks Criteria
Criteria
The clarity and comprehensiveness will be evaluated for
following aspects of Project Management and Service
Management.
1. Recognizable project management methodology and
approach. Stipulate deliverables on each phase of the
project and the envisaged governance structure for the
project. The detailed project schedule in MS Project/Gantt
chart clearly detailing major milestones and envisaged
project team assuming the project will not exceed 9
months and should include training.
2. Integration aspects including Integration with Legacy
Applications w.r.t. proposed ERP Solution.
3. The bidder should provide a detailed technical
environment/ architecture for both hardware and
software as well as networking details for the provision of
infrastructure requirements that could support BEST for 5
years for all environments (development, QA, staging and
Approach & production).
Methodology 4. The bidder is expected to provide the project quality
30
and assurance and risk management approach, and risk
presentation register based on experience on similar projects as well
as the detailed project taken on requirement.
5. Service Management - Detailing of problem management,
configuration management, incident management
procedures, release management &security management.
6. Change Management and Training Management Plan -
Approach taken towards change management and
providing quality training to BEST end users in terms of
classroom training and online training.
7. Presentation should cover at least the following aspects -
i. Understanding of the project requirements
ii. Approach & Methodology for implementation
iii. Integration with External Applications
iv. Training Management
v. Risk Management
8. The evaluation would happen on the coverage of various
aspects mentioned above and responses to the queries
raised by the concerned panel members
5.6 OEM/ Implementation Agency Participation Criteria

1. In the case of non-proprietary and proprietary solution, the Bidder will be required to submit
a Manufacturer’s Authorization Form from the OEM stating that the Bidder in concern would
be bidding for <Implementation/ Supply>. The template for this form can be found in the
Annexure II, Format 10.5.
2. Firms with common Proprietor/Partner or connected with one another either financially or as
principal and agent or as master and servant or with proprietor/partners closely related to

31
each other such as husband, wife, father/mother and minor son/daughter and brother/sister
and minor brother/sister, shall not tender separately under different names for the same
contract.
3. If it is found that firms have tendered separately under different names for the same
contract, all such tender(s) shall stand rejected and tender deposit of each such
firm/establishment shall be forfeited. In addition, such firms/establishments shall be liable, at
the discretion of the General Manager (BEST), for further penal action including blacklisting.
4. If it is found that close relatives (as described above) have uploaded separate
tenders/quotations under different names of firms/establishments but with common address
for such establishments/firms and/or if such establishments/ firms, though they have
different addresses, are managed or governed by the same person/persons jointly or
severally, such tenders shall be liable for penal and legal action including blacklisting.
5. If after awarding the contract it is found that the accepted tender violated any of the
directions pertaining to participation as stated above, the contract shall be liable for
cancellation at any time during its validity in addition to penal action including blacklisting
against the contractors as well as related firm/establishment.
5.7 Validity of Proposal
The proposals shall be valid for a period of 180 days from the date of opening of Technical Bid. A
proposal valid for a shorter period may be rejected as non-responsive. In exceptional circumstances,
at its discretion, BEST may solicit the bidder's consent for an extension of the validity period. The
request and the responses thereto shall be made in writing or by email.
5.8 Corrections / errors in commercial proposal
1. The bidders are advised to exercise adequate care in quoting the prices. No excuse for
corrections in the quoted figures will be entertained after the Commercial Proposals are
received by BEST.
2. The quoted price shall be corrected for arithmetical errors.
3. The amount stated in the Commercial Proposal, adjusted in accordance with the above
procedure and as stated in Annexure-III of this RFP, shall be considered as binding on the
bidder for evaluation.
5.9 Price and Information
1. The bidder shall quote for this project as per the requirements of the RFP.
2. All the prices will be in Indian Rupees.
3. The bidder should quote the fee considering all costs including the costs insurance for the
Contract Period, travel / stay, daily allowance or any other allowances with respect to their
staff deployed for the execution of this project before or after the award of the Contract.
4. The bidder should provision for GST and any other levies, as applicable.

32
5. The prices, once offered, must remain fixed and must not be subject to change for any
reason whatsoever within the period of the validity of the proposal and the contract. No
revision of the fee shall be made on account of any variations in costs of labor and
materials, currency exchange fluctuations with international currency or any other cost
component affecting the total cost in fulfilling the obligations under the contract. A
proposal submitted with an adjustable price quotation or conditional proposal may be
rejected as non-responsive.
6. All costs incurred due to delay of any sort, which is attributable to the bidder, shall be
borne by the bidder.
7. The selected Bidder should submit the breakup of the costs as per reference tables in the
soft format within three working days from the date of opening of the Commercial bid.
Also the selected bidder has to submit the further commercial breakup as required by
BEST which will be informed after selecting the bidder.
5.10 Language of Bids
The proposal and all related correspondence and documents in relation to the bidding process shall
be in English language. The supporting documents and printed literature furnished by the bidder with
the proposal may be in any other language, provided that they are accompanied by translations of all
the pertinent passages in the English language, duly authenticated and certified by the authorized
person of the bidder. The supporting materials, which are not translated into English, may not be
considered for evaluation purpose. For the purpose of intSAPretation and evaluation of the proposal,
the English language translation shall prevail.
5.11 Conditions under which RFP is issued
1. This RFP is not an offer and is issued with no commitment. BEST reserves the right to
withdraw the RFP and change or vary any part thereof, at any stage. BEST also reserves
the right to disqualify any bidder should it be so necessary at any stage.
2. Timing and sequence of events resulting from this RFP shall ultimately be determined by
BEST.
3. No verbal conversations or agreements with any official, agent, or employee of BEST shall
affect or modify any terms of this RFP and any alleged verbal agreement or arrangement
made by a bidder with any agency, official or employee of BEST shall be superseded by the
definitive agreement that results from this RFP process. Verbal communications by BEST to
bidders shall not be considered binding on it, nor shall any written materials provided by
any person other than BEST.
4. Neither the bidder nor any of the bidder’s representatives shall have any claims whatsoever
against BEST or any of their respective officials, agents, or employees arising out of or
relating to this RFP or these procedures (other than those arising under a definitive service
agreement with the bidder in accordance with the terms thereof).
5. Until the Contract is awarded and during the validity of the Contract, bidders shall not,
directly or indirectly, solicit any employee of BEST to leave the same or any other officials
involved in this RFP process in order to accept employment with the bidder, or any person
acting in collusion with the bidder, without prior written approval of BEST.

33
5.12 Right to the content of Proposal
All proposals and accompanying documentation of the Technical Proposal will become the property
of BEST and will not be returned after opening of the Technical Proposals. BEST is not restricted in
its rights, to use or disclose any or all of the information contained in the proposal and can do so
without compensation to the bidders. BEST shall not be bound by any language in the proposal
indicating the confidentiality of the proposal, or any other restriction on its use or disclosure.
5.13 Non-Conforming Proposal
A proposal may be construed as a non-conforming proposal and ineligible for consideration if:
1. It does not comply with the requirements of this RFP.
2. It does not follow the format requested in this RFP or does not appear to address the
requirements as specified by the directorate.
5.14 Disqualification
The proposal is liable to be disqualified in the following cases or in case the bidder fails to meet the
requirements as indicated in this RFP:
1. The proposal is not submitted in accordance with the procedure and formats prescribed in
this document or treated as non-conforming proposal.
2. During validity of the proposal, or its extended period, if any, the bidder increases the
quoted prices.
3. The bidder qualifies the proposal with own conditions.
4. The proposal is received in incomplete form, received after due date, not accompanied by
all the requisite documents, not accompanied by the EMD or the bidder has quoted only for
a part of the project
5. The information submitted in Technical Proposal is found to be misrepresented, incorrect or

false, accidentally, unwittingly or otherwise, at any time during the processing of the
Contract (no matter at what stage) or during the tenure of the Contract including the
extension period, if any
6. The Commercial Proposal is enclosed with the Technical Proposal.
7. The bidder tries to influence the proposal evaluation process by unlawful/corrupt/fraudulent

means at any point of time during the bid process.
8. In case any one bidder submits multiple proposals or if common interests are found in two
or more bidders, the bidders are likely to be disqualified, unless additional proposals are
withdrawn upon notice immediately.
9. The bidder fails to deposit the Performance Bank Guarantee or fails to enter into a Contract
within 15 Days of the date of issue of Letter of Intent or within such extended period, as
may be specified by the BEST.
10. Any bid received by BEST after the deadline for submission of bids shall be declared late
and will be rejected, and returned unopened to the bidder at BEST’s discretion.

34
11. While evaluating the proposals, if it comes to BEST’s knowledge expressly or implied, that
some bidders may have colluded in any manner whatsoever or otherwise joined to form an
alliance resulting in delaying the processing of proposal then the bidders so involved are
liable to be disqualified for this Contract as well as for a further period of four years from
participation in any of the RFPs floated by BEST.
12. If the Technical Proposal contains any information on price, pricing policy, pricing
mechanism or any information indicative of the commercial aspects of the bid.
5.15 Acknowledgement of Understanding
By submitting the proposal, each bidder shall be deemed to acknowledge that he has carefully read
all sections of this RFP, including all forms, schedules, annexure, corrigendum and addendums (if
any) hereto, and has fully informed itself as to all existing conditions and limitations.
5.16 Site Visit
The bidders are welcome to visit the site/s and obtain additional information at their own cost and
responsibility. However, a prior appointment with the concerned official(s) is recommended.

35
6 Bid Opening and Evaluation Process
6.1 Bid Evaluation Committee
1 BEST shall constitute a Bid Evaluation Committee to evaluate the responses of the
bidders.
2 The Bid Evaluation Committee shall evaluate the responses to the RFP (cover A and
Cover B) and all supporting documents / documentary evidence. Inability to submit
requisite supporting documents / documentary evidence, may lead to rejection.
3 The decision of the Bid Evaluation Committee in the evaluation of responses to the RFP
shall be final. No correspondence will be entertained outside the process of negotiation/
discussion with the Committee.
4 The Bid Evaluation Committee may ask for meetings with the bidders to seek
clarifications on their proposals. The bidder shall submit requisite supporting
documents/ certificates on the credentials. The committee may visit bidder’s client site
to validate the credentials/ citations claimed by the bidder.
5 The Bid Evaluation Committee reserves the right to reject any or all proposals entail the
basis of any deviations.
6 Each of the responses shall be evaluated as per the criterions and requirements
specified in this RFP.
7 The Bid Evaluation Committee would submit its decision to the competent authority
whose decision would be final and binding upon the bidders.
6.2 Overall Evaluation Process
1. The evaluation process of the bid proposed to be adopted by BEST is indicated in this section.
The purpose of this section is to provide the Bidder an idea of the evaluation process that
BEST may adopt.
2. The bids that are submitted online successfully shall be opened as per date and time as
mentioned in the Bid Data Sheet.
3. Total transparency will be observed and ensured while opening the Bids.
4. BEST reserves the right to postpone or cancel a scheduled Bid opening.
5. BEST shall appoint a Proposal Evaluation Committee (PEC) to scrutinize and evaluate the
technical and commercial bids received. The PEC committee will be constituted by the
General Manager (GM), BEST or his authorized representative. The PEC will examine the bids
to determine whether they are complete, responsive and whether the bid format conforms to
the bid requirements.
6. The Committee may seek inputs from their professional and technical experts in the
evaluation process.
7. BEST reserves the right to do a reference check of the past experience stated by the Bidder.
Any feedback received during the reference check shall be taken into account during the
Evaluation Process.
8. The Proposal Evaluation Committee reserves the right to reject any or all the proposals on the
basis of any deviation without assigning any reason thereof.
9. There should be no mention of bid prices in any part of the bid other than the Commercial
Bid.

36
10. Any attempt by a bidder to influence the bid evaluation process may result in the rejection of
Bid.
11. In the event of the specified date of the Bid opening being declared a holiday for BEST, the
bids shall be opened at the same time and location on the next working day. In addition to
that, if the representatives of the Bidder remain absent, BEST will continue the process and
open the bids of all the Bidders.
6.3 Opening of Technical Bid
1. Only bids that are opened payment gateway or if Bank Guarantee is submitted on or before
17.00 Hours on the Bid Closing date at our office, shall be considered further.
2. All the bids shall be opened online one at a time, reading out the name of the Bidder, the
presence of an EMD, and any other details as BEST may consider appropriate.
3. BEST shall prepare a record of the bid opening that shall include, at a minimum: the name of
the Bidder and the presence or absence of EMD.
4. Once the bids are opened, each bid will be evaluated for pre-qualification criteria.
6.4 Opening of Commercial Bid
a) Bidders should necessarily give the financial details in the formats given in Annexure III of
this RFP. All the financial details should be given in the prescribed format only and in
accordance o the details and terms and conditions as mentioned in the RFP (hence the Bidder
is expected to understand the RFP in all respects). In case the selected bidder does not quote
for or provision for any hardware / software / any other expenses required to meet the
requirements of the RFP, bidder shall be solely responsible for those and would be required
to provide them, without any additional cost to BEST.
b) The Bidder is expected to price all the items and services sought in the RFP and proposed in
the Technical Proposal. The Bid should be comprehensive and inclusive of all the services to
be provided by the Bidder as per the scope of his work and must cover the entire Contract
Period.
c) The Commercial bids shall not be opened by BEST until the evaluation of the Technical
Proposals has been completed.
d) BEST may seek clarifications from the Bidder on the Technical Proposal. Any of the
clarifications by the Bidder on the Technical Proposal should not have any commercial
implications. The Commercial Proposal submitted by the Bidder should be inclusive of all the
items in the Technical Proposal and should incorporate all the clarifications provided by the
Bidder on the Technical Proposal during the evaluation of the technical offer.
e) If a Financial Proposal is seriously unbalanced or front loaded in the opinion of BEST, BEST
may require the Bidder to produce detailed analyses for any or all items of the Technical and
Commercial Proposals, to demonstrate the internal consistency of those prices with the
methodologies and staffing proposed. After evaluation of the price analysis, taking into
consideration the schedule of estimated contract payments, BEST may require that the
amount of the Performance Bank Guarantee be increased at the expense of the Bidder to a

37
level sufficient to protect BEST against financial loss in the event of default of the successful
Bidder under the Contract.
f) The Commercial Bids will be evaluated by BEST for completeness and accuracy. Arithmetical
errors will be rectified on the following basis-
□ If there is a discrepancy between the unit price and the total price that is obtained by
multiplying the unit price and quantity, the unit price shall prevail and the total price shall
be corrected.
□ If there is an error in a total corresponding to the addition or subtraction of subtotals, the
subtotals shall prevail and the total shall be corrected.
□ If there is a discrepancy between words and figures, the amount in words will prevail
unless the amount expressed in words is related to an arithmetic error, in which case the
amount in figures shall prevail subject to the points above.
g) The amount stated in the proposal form, adjusted in accordance with the above mentioned
procedure, shall be considered as binding, unless it causes the overall proposal price to rise,
in which case the proposal price shall govern.
h) If the bidder does not accept the correction of errors, its bid will be rejected and the EMD
may be forfeited.
i) Activities and items described in the Technical Proposal but not priced, shall be assumed to
be included in the prices of other activities or items. In case an activity or line item is
quantified in the Financial Proposal differently from the Technical Proposal, the Evaluation
Committee shall correct the quantification indicated in the Financial Proposal so as to make it
consistent with that indicated in the Technical Proposal, apply the relevant unit price included
in the Financial Proposal to the corrected quantity and correct the total Proposal cost.
j) Commercial Proposal shall not contain any technical information.
6.5 Error correction in Commercial Proposal
□ Bidders are advised to exercise adequate care in quoting the prices.

□ The quoted price shall be corrected for arithmetical errors
□ The amount stated in the Commercial Proposal, adjusted in accordance with the above
procedure and as stated in this RFP, shall be considered as binding on the Bidder for
evaluation.
6.6 Selection Method
a) Each Technical Proposal shall be assigned a technical score out of a maximum of 100
points.
b) Bidders who have scored minimum 70 marks in Technical Evaluation will be considered
for Financial Bid Evaluation.
c) The Financial Proposals of Bidders who do not qualify technically shall be kept unopened
in the e-Tendering system.
d) BEST reserves the right to accept or reject any or all bids without giving any reasons thereof.
e) BEST shall inform to the technically shortlisted Bidders about their technical score, date
and venue of the opening of the financial proposals.
f) The technically qualified bidders will further be selected using QCBS (Quality and Cost Based

38
Selection) method with Technical Score contributing towards 70% weight age and
Commercial Score contributing towards 30% weightage. The Technical Score (Ts) of the
bidder for the Technical Bid Component is calculated as below:
□ The bidder with Highest Qualifying Technical Bid will be awarded 100 marks (TH).
□ The Technical bid score of other qualifying bidder shall be computed as below.
Technical bid Score of the Bidder (Ts) = (Technical Bid score of the respective
Bidder/ TH) X 100 (Rounded off to two decimal places)
g) The Financial Score (Fs) of the bidder for the Commercial Bid Component as calculated below
□ The bidder with Lowest Qualifying Commercial Bid (CL) will be awarded 100 marks.
□ The Financial bid score of other qualifying bidder shall be computed as below
Financial bid score of the Bidder (Fs) = (CL/ Commercial Bid of the respective
Bidder) X 100 (Rounded off to two decimal places)
h) The overall score will be calculated as follows:-.
CBS = 0.70 Ts + 0.30 Fs
Where:
CBS = Final Composite Bid Score
Ts = Technical score of the bidder (out of maximum of 100 marks)
Fs = Financial Score of the bidder (out of maximum of 100 marks)
i) The overall commercial score will be determined on basis of format given in Annexure
III, following which the bidder with the highest score will be awarded the contract.
j) Please note invitation of price discovery rate for additional work (variable component)
does not imply guarantee of any additional work or any increase in scope. The price
discovery rates are being invited to meet any exigency requirements if a need emerges
during the period of contract.
6.7 Notifications of Award and Signing of Contract
1. Prior to the expiration of the period of bid validity, the Bidder will be notified in writing or by
email that their bid has been accepted.
2. At the time BEST notifies the successful Bidder that its bid has been accepted, BEST will send
the Bidders the proforma for Contract, incorporating all clauses/agreements between the
parties. The successful Bidder shall sign and date the Contract and return it to BEST within
30 days. Draft Format of the contract has been included in the bid document.
6.8 Contract Period
The validity of the period of the Contract will be for 5 years after Go – Live.
BEST reserves the rights to extend this contract based on mutual consent, subject to successful
implementation and result of performance delivery.
6.9 Performance Bank Guarantee
1. The Bidder shall at his own expense, deposit with BEST, within fifteen (15) working days of
the notification of award of the contract an unconditional and irrevocable Performance Bank
Guarantee (PBG) from the list of approved banks (specified in the bid document) as per the

39
format given in this bid, payable on demand, for the due performance and fulfilment of the
contract by the Bidder.
2. This Performance Bank Guarantee will be for an amount equivalent to 10% of the total
contract value. All charges whatsoever such as premium, commission, etc. with respect to the
Performance Bank Guarantee shall be borne by the Bidder.
3. Details on validity of the performance bank guarantee are specified under Section 2.3 of this
document. The Performance Bank Guarantee letter format is at 9.5 in this document.
4. The Performance Bank Guarantee may be discharged/ returned by BEST upon being satisfied
that there has been due performance of the obligations of the Bidder under the contract.
However, no interest shall be payable on the Performance Bank Guarantee.
5. In the event of the Bidder being unable to service the contract for whatever reason, BEST
would evoke the PBG. Notwithstanding and without prejudice to any rights whatsoever of
BEST under the Contract in the matter, the proceeds of the PBG shall be payable to BEST as
compensation for any loss resulting from the Bidder’s failure to complete its obligations under
the Contract. BEST shall notify the Bidder in writing of the exercise of its right to receive such
compensation within 14 days, indicating the contractual obligation(s) for which the Bidder is
in default.
6. The 30 days notice period shall be considered as the ‘Cure Period’ to facilitate the
Implementation Agency to cure the breach. The PBG shall be evoked only if the breach is
solely attributable to the bidder and the bidder fails to rectify the breach within the ‘Cure
Period’.
7. BEST shall also be entitled to make recoveries from the Bidder’s bills, performance bank
guarantee, or from any other amount due to the Bidder, the equivalent value of any payment
made to the Bidder due to inadvertence, error, collusion, misconstruction or misstatement.
8. BEST shall also be entitled to make recoveries from the Bidder’s bills, performance bank
guarantee, or from any other amount due to the Bidder, the equivalent value of any payment
made to the Bidder due to inadvertence, error, collusion, misconstruction or misstatement.
6.10 Failure to agree with the Terms and Conditions of the Bid/Contract
□ Failure of the Bidder to agree with the Terms and Conditions of the bid/Contract shall
constitute sufficient grounds for the annulment of the award of contract, in which event the
contract may be awarded to the next most responsive Bidder which means the bidders who
has score second highest as per evaluation method.
□ In case, if any certificates produced by the bidder during bid submission are not genuine or
after placing the work order to the selected bidder, it is revealed that bidder does not poses
the required qualifications or resources as mentioned in pre-qualification criteria or technical
evaluation then suitable action/penalty such as forfeiture of EMD/ Security Deposit /
Performance Bank Guarantee will be taken.
6.11 Terms and Conditions of the Bid
Bidder is required to refer to the draft Contract Agreement, provided in this bid, for all the terms and
conditions (including project timelines) to be adhered by the successful Bidder during Contract

40
period. Please note that one needs to read the Contract Agreement as a whole document; and the
Annexure mentioned there-in may not correspond to the bid Annexure.
□ This RFP is not an offer and is issued with no commitment. BEST reserves the right to
withdraw the RFP and change or vary any part thereof at any stage. BEST also reserves
the right to disqualify any Bidder should it be so necessary at any stage.
□ Timing and sequence of events resulting from this RFP shall ultimately be determined by
BEST.
□ No oral conversations or agreements with any official, agent, or employee of BEST shall
affect or modify any terms of this RFP and any alleged oral Agreement or arrangement
made by a Bidder with any BEST, agency, official or employee of BEST shall be
superseded by the definitive Agreement that results from this RFP process. Oral
communications by BEST to Bidders shall not be considered binding on it, nor shall any
written materials provided by any person other than BEST.
□ Neither the Bidder nor any of the Bidder’s representatives shall have any claims
whatsoever against BEST or any of their respective officials, agents, or employees arising
out of or relating to this RFP or these procedures (other than those arising under a
definitive service Agreement with the Bidder in accordance with the terms thereof).
□ Until the Contract is awarded and during the validity of the Contract, Bidders shall not,
directly or indirectly, solicit any employee of BEST to leave BEST or any other officials
involved in this RFP process in order to accept employment with the Bidder, or any person
acting in collusion with the Bidder, without prior written approval of BEST.

41
7 Scope of Work
The services of Implementation Agency (henceforth referred to as ‘IA’) or Service provider will be
required to implement and support ERP solution across the Electric Supply Division of BEST
Undertaking. The Prime Bidder shall be the SPOC (Single Point of Contact) for BEST and for this
assignment. The total duration of the contract is 6 years. This includes Nine (9) months of
Implementation and Five (5) years of Maintenance and Services. The major deliverables to be
submitted by the IA are as follows –
7.1 Survey Report
The IA shall submit survey documents for the readiness required at all BEST offices. Site preparation
will be required at all locations proposed under this project and a detailed survey and gap analysis
shall be done by the IA after coming on-board.
The available documents on Process Study, ‘To Be’ processes and Functional Requirement
Specifications will be shared with the IA at the onset of the assignment. The IA will conduct a
detailed Business Process Study and propose detailed Process Changes/Improvements, with due
business justification that would be facilitated/ necessitated in ERP environment;
1. Identify information requirements for each business process
2. Identify data conversion elements for each business process
3. Identify the legacy systems that may be retained, sunset and interface
The different Aspects of the Survey are covered in the table below -
Aspect Activities Key Deliverables Timelines

Assessment 1 Assess whether any of 1 If ERP Solution’s Bidders shall
for the manual processes coverage needs to submit the
Automation which is being performed be extended Survey report
and ERP at BEST, needs to be beyond the areas/ With in a
Coverage automated or not. processes identified month of the
2 The bidder’s Project and agreed upon, project
Team shall directly the bidder should initiation.
interact with the discuss the same Please Note -
representative, process with the relevant 1 The scope of
owners to see the process owners work provided
system(s) in operation, and the ERP in this
collect sample Solution core team. document is
transactions / reports and 2 If a particular high level
get a better process cannot be only. Thus,
understanding of the covered completely the bidders
business process, which or not satisfactory are expected
would be a key input to according to the to carry out
the solution. process owner, the detailed study
bidder will suggest of the BEST
alternative systems to
solutions keeping understand
in mind the local complete
constraints. scope and
3 Any such objective of

42
suggestions will be before

in a format participating
discussed and in the bid
agreed with BEST. 2 It will also be
the
responsibility
of the
Implementatio
Agency to
implement the
data archival
policies
3 The
Implementatio
n Agency can
adopt ERP
Recommende
d
Methodologies
or can use his
own
Achieving 1 The replacement of 1 The ERP Solution methodology
Process legacy systems implementation at which would
Improvemen accompanied by BEST - driven by help BEST to
t Goals appropriate the need to implement
enhancements to enhance business new ERP in
business processes. benefits, using faster and
2 Derive maximum benefits state of the art optimized way
from the implementation. technology. at BEST within
2 The key the times lines
performance mentioned in
indicators for the this RFP
current processes 4 Implementatio
have been n Agency
documented as should ensure
part of pre- that all the
implementation applications
study conducted by built would
BEST Core Team. support
3 Improvements in Language
business processes requirements
and the benefits of (English
accruing from the and Marathi).
ERP SOLUTION
implementation
shall be assessed
in terms of
improvements in
these key
performance
indicators, as
identified by Core
Team and
validated by the

43
bidder.
Retaining 1 All functional 1 If certain processes
Key requirements are met by cannot be covered
Functionaliti the ERP Solution. by standard ERP
es 2 The IA shall not carry out Solution, the IA
any invasive customization must suggest,
to the ERP code without develop and
prior approval of the implement suitable
Project Management workaround
Team. solutions, process
3 Any customization shall changes, legacy
ensure that future system interfaces or
upgrades, enhancements extensions to ERP
and bug fixes related to to cover the same
the ERP product are not after obtaining
impacted. necessary approvals
from the purchaser
Ensuring 1 The solution implemented 1 Solution both in
Solution must be easily scalable. terms of number of
Scalability 2 Scalability both in terms of users as well as in
number of users as well terms of the new
as in terms of the new modules from the
module. same ERP suite
3 Solution scalability is which BEST may
particularly important decide to
given the projects implement in the
underway. future.
Integration 1 Proposed solution should 1 Support the Single

address the requirement sign-on architecture
for the integration at and address the
application and data requirements of
level. Integration with
other existing and
future IT
applications in
BEST.
Data 1 It is the responsibility of 1 The IA shall
Migration IA to cleanse the data undertake the
and Data and migrate from existing testing of the data
Cleansing Systems to new ERP conversion and
Systems. migration software
as part of system
integration testing.
Selection of ERP solution by Bidder
The solution should be available Commercially Off-The-Shelf (COTS). The software/application should
be readily deployable with or without configuration to suit the specific process requirements and
does not involve developing the application from scratch. The solution should be enterprise wide
integrated application. The solution should provide the Source Code for Customization as per the
license agreement. The solution should support localization features for India taxes and provides the

44
legal changes for these taxes as a support package from time to time. The solution should provide
integrated tool for monitoring of the implementation, administration and operation of the software.
OEM Scope
BEST expects OEM to play an important role during ERP implementation, Quality Review, Audit &
Other Services in BEST. SI/ IA is required to engage experienced ERP OEM consultants to provide
services in areas listed below by deploying at least one functional or technical consultant and directly
participating in -
Sr. No. Audit Service s Activities Involved
1. Global 1. Reviewing each blueprint
Blueprinting 2. Conduct audit for each core function (including but
not limited to Power Utility Software, CRM, Enterprise
Portal, Business Intelligence and Business Objects,
Mobile Platform, Device Management, GRC etc.)
3. OEM consultants will join SI consultants & also give
observations at the end of each blueprinting stage.
2. Realization 1. Activities where configuration is taking place for each
core function for review configurations and
developments
2. Conduct audit where technical activities (including but
not limited to customization, integration,
developments, server preparation etc.) are taking
place.
3. OEM consultants will join SI consultants will also give
observations at the end of realization stage.
3. Pre-Go Live & 1. Activities for each core function during pre-go-live/
Testing testing to review preparedness of system, users and
organization.
2. Conduct audit.
3. OEM consultants will join SI consultants & also give
observations at the end of pre go-live / testing stage.
4. Process & 1. Guiding BEST & SI on Role Assignment and SoD Matrix
System development.
Compliance 2. Testing across the lifecycle of the project.
3. OEM consultants will join SI consultants to review risks
of access, conflicts and risks and SoD compliance
5. Knowledge 1. Knowledge Transfer to Core team as well as End-User
Transfer enablement by deploying at least one consultant for
each core function (functional or technical).
2. Each consultant is expected to leverage OEM approved
content and tools, if any, for imparting such training
and education services for a total of at least 10 man-
days across each core technical and functional domain.
3. OEM consultants will join SI consultants to review
training strategy, training content, execution &
knowledge transfer for future sustenance. Also they
will plan the strategy for training to core team

45
members and developers.
The assignment schedule of these consultants will be planned by IA and approved by

BEST.
Program Governance: In addition to the audit services mentioned above, OEM will need to deploy
a Senior Program Manager (preferably full-time) to review the Project on a periodic basis covering
project management, implementation roadmap, compliance to key deliverables, and critical success
factors to identify potential risks and recommend corrective actions. It will be the responsibility of the
bidder to incorporate time of the OEM project manager over and above the audit effort and make
necessary changes as per the recommendations of the OEM Audit Team.
The details regarding the execution period of the contract scope is as under –
Sr. Particulars Time line

No.
1 Implementation of ERP Project as per scope of work mentioned in 9 Months
this RFP and Products mentioned in Annexure IX (Implementation
Phase& Go Live)
2 Operation and Support of New ERP Project(Post Go - Live) 60 Months
3 Hosting for ERP Projects and products mentioned in Annexure IX 9 Months
(Including DR)- (during Implementation Phase & 60 Month of Support
Phase of ERP Project)
4 Hosting Support for ERP Project and products mentioned in Annexure 60 Months
IX (Including DR)- (during 60 Months of Support Phase of ERP
Project)
Implementation Agency needs to implement/ incorporate all the functions of the legacy applications
(currently in operation at BEST) and the activities those are not yet computerized in new ERP
Project. Implementation Agency will also be responsible for BEST wide ERP and Power Utility
Software implementation.
Details about required ERP licenses are mentioned in Annexure IX. It is expected that the
Implementation Agency will study the requirement at BEST and propose the licenses which needs to
be procured from OEM to implement ERP COTS solution along with Power Utility software at BEST.
Details of ERP licenses with BEST are mentioned in Annexure IX. Additionally, the Implementation
Agency shall ensure all newly developed Application Software is in compliant with all applicable
regulatory requirements, and with BEST quality standards including but not limited to BEST IT
policies/ IT Policies issued by Government of Maharashtra/ IT Policies issued by Government of
India.
Please Note: ERP application with cloud infrastructure by the Implementation Agency should be
audited from any of the CERT-IN empaneled agency or the developed application software
should be STQC certified. It will be the responsibility of the Implementation Agency to obtain ‘Safe-
to-Host’ certificate from CERT-in empaneled organization before deployment of the ERP applications
at the data center. Required related reports, logs should be arranged within stipulated time.
The Implementation Agency must develop a comprehensive and detailed approach and strategy for
the Implementation of ERP Project and products mentioned as per Annexure IX for BEST including,
but not limited to the following (Service Provider may propose others, based on their strategy/
methodology) –

46
1. Project Scope and Plan

2. Overall ERP implementation plan for BEST including the products mentioned in Annexure IX(with
additional products required as per the activities defined at Section 7.30 and Annexure XVII)
and work plan (in phases)
3. Data Migration plan
4. Testing plan
5. Training plan
6. Cut-over and Commissioning Plan
Customization/ Development should be kept to a minimum (not more than 20%) and industry best
practices should be adhered to. Wherever absolutely required, Customization/ Development should
be done in a manner that it gives a reasonable assurance of upward compatibility with future
versions of the ERP platform.
All the development must meet the requirements for security, performance, ease of use for
operations, administration and management. Typically, ERP recognized or ERP OEM’s industry
standard methodologies should be used.
It will also be the responsibility of the Implementation Agency to ensure proper user management
/access controls mapping with all new ERP Systems using GRC. Implementation Agency needs to
make sure to implement middleware for the interfaces to be developed at BEST.
IA to use Code Vulnerability Analysis tool to identify vulnerabilities for existing the custom code for
any future Custom developments in BEST ERP Systems.
IA to implement/use ERP for Data Slicing and Data encryption to build the ERP Clone Systems
required during the implementation and operation phase. IA to use Testing Tool for implementation
of new ERP Systems.
7.2 Detailed Requirement Gathering and Analysis
The IA shall map the requirements of BEST with the proposed solution, and identify the gaps for
customization, configuration and development. The Implementation Agency shall visit BEST office
locations to conduct a comprehensive requirement analysis of the system, infrastructure and training
needs in discussion with all the stakeholders (BEST or its representatives).
Activities conducted as part of this task will result in the project deliverable Site Survey Report, ERP
solution, Software Requirement Specifications (SRS) report, Bill of Material (BOM), Bill of Quantity
(BOQ) and Training Needs Analysis (TNA) report, which shall detail the requirements of the
complete solution and implementation requirements up to the last possible detail.
Timelines: IA shall complete the detailed requirement gathering/SRS activity within a month of
submission of the Survey report.
7.3 ERP Implementation as per Annexure IX, Data Migration and Procurement of
required Licenses

47
Implementation Agency needs to provide a detailed project plan for all the products mentioned as
per Annexure IX. IA also needs to develop strategies along with the roadmap which will be used for
BEST’s ERP journey as per the Products mentioned in Annexure IX.
The Implementation Agency shall adopt the best /standard practices along with the security
constraints for access and control rights in order to achieve the high level of stability and robustness
required for the application. The Implementation Agency shall follow proper assessment,
documentation, version control and other criteria to ensure long term continuity of this project. The
major deliverables to be submitted by the Implementation Agency are as follows:
1. Data Migration Plan for all the legacy applications
2. Report on Value Addition (Cost and Benefit Validation) to BEST by implementing products
mentioned in this RFP document
7.4 Inception Report
The IA shall submit an Inception Report for project implementation which will serve as a foundation
document for the overall project. The Inception Report shall include the overall project plan and the
plan for individual phases along with detailed tasks. The acceptance of the inception report by BEST
is essential for proceeding with the implementation of the project. The Implementation agency shall
plan the project implementation in great details and shall provide a micro level view of the tasks and
activities that they are going to be undertaken in consultation with the Core Committee that shall be
constituted by BEST to steer the project. The minimum list of planning related documentation that
the Implementation Agency shall make at the onset is as follows:
i. Project Schedule: A detailed week-wise timeline indicating various activities to be
performed along with completion dates and resources required for the same
ii. Manpower Deployment List: List and number of all manpower that will be required
along with the task assigned to each. Roles and Responsibilities of every category of
manpower shall be mentioned.
iii. Resource Deployment List: List and number of all other resources that will be required.
iv. Communication Plan: Detailed communication plan indicating what form of
communication will be utilized for what kinds of meeting along with recipients and
frequency.
v. Progress Monitoring Plan: Detailed Daily, Weekly, Monthly Progress Report formats
along with issue escalation format.
vi. Standard Operating Procedures: Detailed procedure for monitoring the ERP application
module wise performance parameters and implementation progress.
vii. Risk Mitigation Plan: List of all possible risks and methods to mitigate them. The
following format will be used for this purpose:
Risk Impact Impact Corrective Responsibility Completion Status

Scenario on on Cost Action Centre Date
Duration
viii. Escalation Matrix and Incident Management: A detailed list of key contact persons
with contact details with escalation hierarchy for resolution of issues and problems. This
has to be via an Incident Management system.

48
Project Implementation Phases–
a) Initial Phase -
The Implementation Agency shall submit an Inception Report for project implementation which will
serve as a foundation document for the overall project. The Inception Report shall include the overall
project plan and the plan for products mentioned along with detailed tasks.
The acceptance of the inception report by BEST is essential for proceeding with the implementation
of the project. In this phase, the project will start, plans would be finalized, project team will be
assigned, and work is under way to start the project optimally. The minimum list of planning related
documentation that the Implementation Agency shall make at the onset is as follows:
Aspect (as Activities Major Typical Milestones

applicable) Deliverables and Key Decisions
Requirements □ Document all initiation □ Minutes of □ Project scope defined
Documentation activities in the project Meeting, □ Policies for to be
charter Agenda, organization defined
□ Validate the project Proceedings and
activities tracking of
decisions during
the entire
Implementation
period
Software □ Define project goals, a □ Detailed project □ System retirement
Development high-level scope, and scope document objectives, mandates,
a project plan for the for and constraints
ERP Products implementation defined
mentioned of ERP Products
mentioned
□ Project
Infrastructure
Integration with □ Identify and quantify □ Technical □ Development
external BEST’s business value infrastructure environment including
applications objectives requirements pre-assembly
□ Establish project and sizing established
management, □ Implementation plan
tracking, and reporting defined
mechanisms for value □ Risk Mitigation Plan
delivery
□ Define the capability
for future projects

49
Hosting □ Pre-assemble (or □ Data migration  Rollout plan

Infrastructure establish) the project approach and mandates and
environment, strategy constraints defined
infrastructure, and IT □ Pre-assembled
systems Prepare for development
the Explore phase infrastructure
□ Define and secure □ Communication
approval for the Plan
implementation □ Risk Mitigation
strategy from the Plan
BEST Committee □ Project
organization
and governance
□ Implementation
plan and rollout
strategy
□ Project
schedule,
budget and
management
plans
□ Project
standards and
policies
Testing □ Establish  Key stakeholders for

programming communications
guidelines, Testing identified
guidelines project
standards,
organization and
governance standards
Training □ Develop a project □ Solution  Project team staffed
team training adoption and trained
strategy, and start approach  Training approach
project team training including
organizational
change
management
roadmap and
training strategy
Manpower □ Define roles and □ On-boarding of  Project team
Deployment responsibilities for the project team organization,
project team responsibilities, and
location established
b) Explore Phase: In this Phase, Implementation Agency will perform a fit/gap analysis to validate the
solution functionality included in the project scope and to confirm that the BEST’s business
requirements can be satisfied and FRS will be prepared with all the detailed requirements of the

50
complete solution and implementation requirements up to the last possible detail. The indicative FRS
is listed in this document at Section 7.30.
The Implementation Agency shall map the FRS with the solution proposed and identify the gaps for
customization, configuration and development. It is expected that the bidder understands the
complete requirement before bid submission as it will have financial implications. The Key Activities/
Key Deliverables/Key Milestones would be as per the indicative list given below –
Aspect (as applicable) Activities Major Typical Milestones

Deliverables and Key Decisions
Field Visits □ Prepare, setup □ Baseline system □ Phase quality
and conduct ready for assessment
solution validation Solution conducted
workshops Validation
workshops
□ Solution
Validation
workshops,
including Gap
Validation
service
Requirements □ Refine BEST’s □ Minutes of □ Organizational
Documentation business Meeting, Change
requirements Agenda, Management
□ Identify master Proceedings Communications
data and and tracking of plan defined
organizational decisions for
requirements project
□ Confirm to be
business
processes and
document the
same
Software Development □ Define functional □ Prioritized and □ Solution walk-
solution design, estimated throughs completed
including a gap Backlog □ Defined IT
analysis in document with landscape and
solution design requirements technology design
workshops and solution
gaps
Integration with □ Associate □ Change impact □ Completed
External Applications business analysis and functional gap
requirements to communication analysis
the process plan
hierarchy and □ Legacy data
the solution migration design
components and plan
□ Inventory of
gaps including
interfaces and
conversions
Hosting Infrastructure □ Obtain business □ Technology □ Completed business

51
sign-off on delta design and process design

requirements setup  Mapping of process
and design □ Documented to solution
documents design, completed
including:
□ Project plan
update
□ Process
definition
document
□ Process flows
□ Solution design
documents
□ Functional
specifications
Interface and
Architecture
documents with
Network Details
in ERP Solution
Manager, based
on ERP
standards
Testing □ Test strategy  Solution prototype
and plan baseline system for
Solution Validation
workshops ready
Training □ Collect end user □ Learning Need  Project Team
information, Analysis Trained
analyzing
learning needs,
and developing
a learning
deployment
strategy
Manpower Deployment □ Establish project □ Learning needs
management, analysis and
tracking, and deployment
reporting for strategy
value delivery
External integration – □ Release and
Email, SMS Gateway sprint plan
etc. including
confirmation of
go-live date
c) Realize Phase: The purpose of this phase is to use a series of iterations to incrementally build
and test an integrated business and system environment that is based on the BEST’s business
scenarios and process requirements identified in the previous phase. During this phase, data is
loaded, adoption activates occur, and operations are planned. Mock Data simulations (Dress
Rehearsal) are to be done by Implementation Agencyin this phase.

52
i. The Implementation Agency shall perform the detailed assessment of the functional
requirements for the services described in the RFP.
ii. Implementation Agency shall understand the processes and other related documents and
seek clarifications from the department, if any.
iii. It is expected that Implementation Agency will gather requirements through structured
questionnaires, focused interviews with user groups. It is also expected that Implementation
Agency will visit the different locations to understand the requirements of users at those
locations.
iv. SRS shall contain the objectives and scope of the system, overview, various levels of business
requirements, architectural requirements, usability requirements, reliability requirements,
design constraints, sizing considerations, applicable standards, interfaces etc. User Role wise
mapping to the various business functions with details regarding their access rights (insert
/update / delete / view etc.) shall also be included in the document.
v. The SRS shall be prepared by the implementation Agency/ Service Provider and a formal sign-
off shall be obtained from the department before proceeding with the Development/
Customization/Configuration/Installation of the application.
The indicative list of Key Activities / Deliverables / Key Milestones for Realize Phase are –
Aspect (as applicable) Activities Major Deliverables Typical

Milestones
and Key
Decisions
Requirements  Track and □ Business process □ Readiness
Documentation report on value procedures for
delivery □ End Manual (online and production
downloadable content) release
providing detailed confirmed
instructions in the form
of a narrative on how
to use the software
□ Minutes of Meeting,
Agenda, Proceedings
and tracking of
decisions during the
entire Implementation
period
Software Development  Establish the □ Technical operations □ Solution
BEST’s ERP setup plan Configuration
solution completed in
landscape each
iteration
Integration with External  Setup □ Organization alignment □ BEST’s
Applications Production and user enablement Business
Environment □ Cutover and transition users
plan reviewed and
accepted
functionality
Hosting Infrastructure  Implement the □ Technology setup for □ End user
solution in the quality and production system
development environment including infrastructure
environment security and ready

53
using authorizations
incremental □ Integration Validation
build in time- with 3rd Party
boxed
iterations
Testing  Conduct overall □ Solution configuration  Integration
end-to-end and tests testing of a
testing of the □ Development/testing of release
solution within enhancements and complete
the QA extensions like  Data
environment interfaces, forms, Migration
 Conduct workflows, conversions, testing
performance or reports conducted
testing □ User acceptance test  User
acceptance
testing
completed
 Technical
testing
completed
(including
performance
, load, high-
availability)
Training  Conduct □ Technical Quality  Project
BEST’s Assurance team and
project team □ Preparation/delivery key users
and key user of train-the-trainer trained
training course
 Finalize end
user training
materials and
documentation
Security  Prepare for □ Evaluation and  Phase
data enhancement of quality
migration and security/controls assessment
data archiving □ Data migration conducted
conducted
d) Deploy Phase: The purpose of this phase is to setup the ERP production system, confirm BEST’s
organization readiness, and to switch business operations to the new system. Upon initiating Deploy
phase, the Implementation Agency has already confirmed (through integration testing in the Realize
phase) that all systems are functioning correctly and there are no remaining integration issues to
resolve. Thus the Implementation Agency’s team prepares for transition of productive business
operations in the new environment, switches on the new solution and conducts the solution adoption
and post go-live support activities.
The Implementation Agency shall prepare and submit the complete architecture of the proposed
application including the system architecture, solution architecture, hardware deployment architecture
and network architecture. The Implementation Agency shall also ensure that all possible and required
improvements have been incorporated in the solution architecture, as applicable; and also ensure that
the architecture would not restrict any scalability or enhancements in future. The Implementation
Agency shall be entirely responsible for the architecture of the system implemented to satisfy all

54
features, functions, security etc. as described in this document including system sizing. Detailed
Technical manual shall be submitted by the Implementation Agency. The indicative list of the Key
Activities/ Key Deliverables/Key Milestones for Deploy phase would be as follows -
Aspect (as applicable) Activities Major Deliverables Typical Milestones
and Key Decisions
Requirements  Identify and □ Post production
Documentation document all support via “extra-
issues care” provided
encountered in
the transition
to the new
solution
Software Development  Finalize the  Organizational and □ Post production
solution and production support via “extra-
its supporting readiness check care” provided
tools and
processes for
production
go-live:
 Resolve all
crucial open
issues
Integration with  Check that  Operational and □ Production
External Applications system live production environment fully set
management system up
is in place environment
Hosting Infrastructure  Proceed with  Organizational and □ Data conversion
cut-over production completed
activities, readiness check □ Go-live activities
including data  Post Go-Live conducted
migration support provided,
including training
Testing  Conduct  Technical and □ Go/no-go decision
system tests system testing, as secured
necessary
Training  Complete all  Pre go-live user □ End user training
scheduled end training delivery completed
user training  Post Go-Live
support provided,
including training
Manpower Deployment  Establish a  Setup operational □ Support organization
“extra-care” support established
center of organization
excellence for  Help desk and
support that technical support
provides: operational
 Production
support
processes
 Exceptional
business
monitoring
processes

55
□ Extraordinary
technical
support
□ System
enhancements
□ Track and
report on
value delivery
External Integration – □ Execute  BEST Organization
Email, SMS Gateway transition and readiness for
etc. cutover plans transition confirmed
including
organizational
change
management
(OCM) plans
Security □ Monitor  Cutover to  Go-live activities
business production conducted
process results including
and the □ Cutover plan
production update
environment □ Cutover
simulations
□ Data
migration
□ User IDs and
profiles created
e) Run Phase: The Run phase means that all the ERP Products mentioned as per Annexure IX have
been implemented at BEST and they are up and running. BEST’s new ERP systems should be
available and performing at the high levels and required to support business operations. During the
system implementation, the project team put in place an initial set of ERP operation standards. Now
in the Run phase, the live system is assessed by the Implementation Agency to identify opportunities
to further optimize the system by applying additional ERP standards. The indicative list of Key
Activities/ Key Deliverables/Key Milestones for Run phase would be as follows –
Aspect (as applicable) Activities Major Deliverables Typical

Milestones and
Key Decisions
Requirements  Continue Value  User Manual (online
Documentation Tracking and and downloadable
Reporting content) providing
detailed instructions in
the form of a narrative
on how to use the
software
 Minutes of Meeting,
Agenda, Proceedings
and tracking of
decisions during the
entire phase
Software Development  Run the  For each relevant

56
implemented operation standard:

BEST‘s ERP □ A design of
solution processes,
organization and
roles, and a
blueprint for tool
use
□ Setup of processes,
tools, organization,
and roles
□ Transition into
production
Integration with □ Assess An assessment of
External applications operation standards for optimizing
standards to solution operation,
optimize including: Scope and a
solution project schedule for
operation implementation
Hosting Infrastructure □ Assess □ For each relevant  Identification of
operation operation standard: operation
standards to □ A design of processes, standards for
optimize organization and roles, optimizing
solution and a blueprint for tool solution
operation use operation
□ Transition the □ Setup of processes, conducted
optimized tools, organization, and  Design, setup
system to roles and operation
production □ Transition into of ERP
production operations
standards
completed
Testing □ Assess  Design, setup

operation and operation
standards to of ERP
optimize operations
solution standards
operation completed
Training □ Set the □ Training

standards for
tool use
Manpower Deployment □ Continue value □ Rollout
tracking and
reporting
External Integration – □ Run the □ Rollout  Tool
Email, SMS Gateway implemented implementation
etc. BEST ‘s ERP (primarily ERP
solution Solution
Manager
scenarios for
operation)
completed
Security □ Run the □ An assessment of

57
implemented standards for optimizing

BEST ‘s ERP solution operation,
solution including Scope
□ A project schedule for
implementing
f) Documentation and Versioning: The Implementation Agency shall ensure that complete
documentation of the project is provided with the comprehensive user manuals, and adhere to
standard methodologies in software development as per ISO standard and/or CMM models. The
following documents are the minimum requirements -
i. System Requirement Specifications and Solution Design Document
ii. Traceability Matrix document
iii. Communication Plan listing all stakeholders in the project, defining their roles and
responsibilities
iv. All Architecture documents, Design documents, testing and deployment manuals, non-
functional requirements, etc.
v. Quality Assurance Plan stating the planned actions to ensure satisfactory delivery conforming to
functional and technical requirements of the project
vi. Test Plan containing information on the software test environment to be used for independent
testing, the test cases to be performed, and the overall testing schedule. This includes:
schedule, resources, tools, procedures, environment definition, test cases, and software test
results.
vii. Operations Manual providing instructions for installing the application, troubleshooting,
interpreting message logs, and FAQs (Frequently Asked Questions) to be uploaded
viii. User Manual (online and downloadable content) providing detailed instructions in the form of a
narrative on how to use the software to be uploaded
ix. A data dictionary listing out all the data elements shall be prepared
x. Minutes of Meeting, Agenda, Proceedings and tracking of decisions during the entire
implementation period.
xi. All the documents including, but not limited to the above shall be submitted to BEST for sign-
off.
Automated Provisioning/De-Provisioning
□ Automated user account provisioning for employees based on the information provided by the HR
system.
□ The solution should be able to handle user provisioning/ de-provisioning activities which include
sub-processes such as user creation, modification, transfer, termination and suspension.
□ User entitlements and access should be granted appropriately and in a timely manner.
□ Actions include revoking access in a timely manner when no longer required due to termination,
transfer or suspension.
User Access Management
□ Access Management would focus on a Role Based Access Control (RBAC) for access to
applications and support for Segregation of Duties conflict violations check for access within the
various applications.

58
□ It includes authentication, authorization, entitlements, Single Sign-on (SSO)/Reduced Sign On,

Role-based Access Control (RBAC) and emergency access management.
□ User Access Management will create a standardized Access Control Matrix for users and
applications thus providing only permitted users to access an application.
7.5 User Acceptance Testing Criteria for all the ERP Applications
The Implementation Agency shall ensure that the application is thoroughly tested as per standard
process defined hereunder or as defined by BEST. The process of User Acceptance Testing shall
evolve over the contract period. The department requires thorough and well-managed test
methodology to be conducted. The Implementation Agency shall build up an overall plan for testing
and acceptance of system, in which specific methods and steps shall be clearly indicated and
approved by the department. The Implementation Agencies required to incorporate all suggestions /
feedback provided after the elaborate testing of the application, within a pre-defined, mutually
agreed timeline.
The Implementation Agency shall keep a track of the suggestions that deviate from the original
requirements before classifying them as change request/ enhancement. This classification shall be
done in separate meetings where all stakeholders will agree on the level of change and the revised
timeline to implement it. All fixes done to comply with the already specified requirements are
required to be done as per the specified timelines at no extra cost to BEST.
The Implementation Agency shall undertake the following activities:
1. Outline the methodology that will be used for testing the system
2. Define the various levels or types of testing that will be performed for system
3. Provide necessary checklist/documentation that will be required for testing the system
4. Describe any techniques, test cases/ scenarios / scripts that will be used for testing the
system
5. Describe how the testing methodology will conform to requirements of each of the
functionalities
6. Indicate/demonstrate to the department that all applications installed in the system have
been tested
7. The Implementation Agency shall provide a workflow for sign-off on test deliverables that is
mutually agreed upon by both the parties
The competent Authority from BEST may issue appropriate acceptance certificate to the
Implementation Agency for stabilization of all modules and successful operationalization of the
application.
The Implementation Agency shall conduct various type of testing on the new build/package before
releasing it for deployment on the production environment according to standard Software Testing
Life Cycle (STLC). The testing levels shall include: Unit Testing, Integration Testing, System Testing
and Acceptance Testing. These tests levels shall be included as: security testing, performance
testing, Usability testing, Concurrency testing, etc.
In view of the above, the different types of testing followed generally as a part of typical Software
Development Life Cycle have been mentioned below to understand the exact testing requirements
for this project –

59
□ Unit testing - Testing of individual software components or modules. Typically done by the
programmer and not by testers, as it requires detailed knowledge of the internal program design
and code.
□ Integration testing - Integration testing shall be amongst the modules to verify the
functionality of data sharing within the application. This shall include integration testing with
external applications to verify the combined functionality after integration.
□ Regression testing – After implementing a bug fix or new change request, the system shall be
tested again by the IA to check whether any new bug has been introduced or not. Here the
application shall be tested as a whole after each update or change in the software. The cost of
any automation tools used in this testing shall be borne by the Implementation Agency.
□ Acceptance testing - Normally this type of testing is done to verify if system meets the
customer specified requirements. The department will conduct this testing to determine whether
to accept application.
□ Usability testing – This is for the User-friendliness check. In this the following areas shall be
tested: Application flow, for a new user to understand the application easily, proper help
documented to guide whenever a user is stuck at any point, minimum keyboard entry and
maximum use of drop-downs/auto-prompt feature, etc. Basically system navigation shall be
checked in this testing.
□ Security testing – This test shall be conducted to check if the system can be penetrated by any
hacker. The Implementation Agency shall conduct security testing to check how well the system
protects itself against unauthorized internal or external access and to check if system database is
safe from external attacks.
□ Performance testing – This term often used interchangeably with ‘stress’ and ‘load’ testing to
check whether system meets performance requirements under different levels of loads and to
check the maximum load at which the system performance degrades. For this testing
Implementation Agency shall use different performance and load tools. If as a result of
performance testing, BEST determines that one or more system performance requirements have
not been satisfied, then each of these requirements will be recorded as a defect with a severity
classification of "High”. The cost incurred for the fixing of the Problem shall be borne solely by
the Bidder and such cost shall not be reimbursed by BEST.
□ Concurrency testing - Concurrency testing is also known as multi-user testing, performed to
identify the defects in an application when multiple users login to the application. It helps in
identifying and measuring the problems in system parameters such as response time, output,
locks/dead locks or any other issues associated with concurrency. The Implementation Agency
shall carry out proper testing as required to meet the stated performance criteria.
□ Defect Severity Classification - A brief description of the defect severity classification is given
below -
□ Critical - A failure of software evidenced by abnormal termination of programs or windows.
□ High - A failure of software evidenced by incorrect results with respect to critical data and for
which there is no 'work around'.
□ Medium - A failure of software evidenced by either incorrect result with respect to critical
data for which there is a 'work around', or incorrect presentation of information.
□ Low - A minor or cosmetic flaw in the software normally involving screen layouts, report
formats and error messages. Note: A 'work around' is defined as performing a system user
action or actions to achieve the same physical result i.e. the same database state, without
unduly hindering normal operations.

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□ Product Defect Management during UAT
Problems raised by BEST during user acceptance testing will be classified as follows –
□ Problem within specifications. Such Problem shall be recorded on the defect log with the
appropriate severity status of Critical, High, Medium or Low. The cost incurred for the fixing
of the Problem shall be borne solely by the Bidder and such cost shall not be reimbursed by
BEST
□ Problem is outside specifications but is attributable to changes in software within
specifications. Problem will be recorded on the defect log with the appropriate severity status
of Critical, High, Medium or Low. The cost incurred for the fixing of the Problem shall be
borne solely by the Bidder and such cost shall not be reimbursed by BEST
□ Problems raised by BEST during user acceptance testing will be documented on a Non
Compliance Report (NCR) and communicated to the Bidder for analysis and solution. The
classification of the problem and the severity of the problem will be determined by BEST. The
Bidder will document their analysis of the problem and their proposed solution on the "NCR"
document.
The Implementation Agency shall submit a responsibility matrix highlighting the secondary
responsibilities. An indicative responsibility matrix is given below:
P: Primary Responsibility; S: Secondary Responsibility
Test User
Testing Responsibility Developer Tester
Manager Department
Test Planning
□ Test Strategy/Master Test Plan S P
Detailed Test Plans
□ Unit Test P
□ Integration Test S P S
□ System Test / Regression Test P S
□ Acceptance Test P S S
Test Preparation
□ Unit Test P S
□ Acceptance Test S S P
Test Execution
□ Unit Test P
Results Reporting
□ Unit Test P
□ Integration Test S P
□ System Test / Regression Test S P
Table: Responsibility Matrix for Testing

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The Implementation Agency shall ensure that the test documentation includes test procedures, test
data and test results. The test cases once prepared by the Implementation Agency shall be sent to
the department for approval before the testing begins. The Implementation Agency shall also submit
Requirement Traceability Matrix (mapping of test cases to requirements) and test plan for approval
before testing. The Implementation Agency shall use a defect tracking tool (the cost for which (if
any) shall be borne by the IA itself) and submit a defect workflow that shall be followed for all
defects logged into that system.
Errors detected during testing shall be logged, classified, reviewed, and resolved prior to release of
the software. Software error data that is collected and analysed during a development/customization
life cycle may be used to determine the suitability of the software product for release and
installation. Test reports shall comply with the requirements of the corresponding test plans.
The Acceptance Tests shall demonstrate that the Implementation Agency has met each and every
requirement specified in the FRS and SRS documents and has delivered an effective operational
system.
a. User Acceptance Testing (UAT)
The department shall form different user groups for the purpose of UAT. These user groups would
test the application and the results of all the above mentioned tests submitted by the
Implementation Agency will be considered to ascertain the functionality of the application. Once the
defined acceptance criteria are completely met, Implementation Agency shall take a formal sign off
from the group for acceptance of each module. Based on the sign off and user feedback, department
would issue UAT certification to the Implementation Agency for that particular module/ sub-module.
The Implementation Agency shall submit the Test Strategy, Test Plan and test Metrics to BEST.
The Test Strategy document (prepared once for the project) shall include -
i. Objectives of testing and the activities that will serve to meet these objectives
ii. Contents of the tests (which characteristics are to be tested and which are not)
iii. Defining priority levels and severity levels
iv. Associated documents (such as the project plan, overall quality assurance strategy,
other project documents) being referenced
v. Resource staffing and allocation (hardware/software/personnel) for testing
vi. Test stages and cycles
vii. Selection of suitable testing methods
viii. Test management (defect reporting, defect management & triaging)
ix. Release environments and test tools used for testing.
The Test Plan document (prepared for every change/enhancement/patch) shall include –
i. Scope of testing within the context of the project
ii. Test systems and objects to be tested with priority levels
iii. Impact analysis in the system landscape – This shall include the identification of risks,
either positive or negative, analyze the risk, the probability of the risk occurrence and its
impact and the plan to control or mitigate the risk
iv. Criteria for interrupting and terminating testing, as well as acceptance criteria for each
test stage i.e. Entry / Exit Criteria
v. Testing roles and responsibilities
Testing Metrics
The following minimum metrics shall be captured and reported for the project on a periodic basis as
defined by BEST –

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Test Activity Metrics Description

Test Preparation Scripting Productivity Number of test cases scripted / person-day
Test Execution Execution Number of test cases executed / person-day

Productivity
Defect Status Quality of solution Number of defects / per test cases
Number of defects / per day
Number of defects outstanding / Number of defects
resolved
Test Closure Defect Freeness Number of defects detected in Test phase + Number
of defects detected in Production
Test Closure Defect Rejection Number of Valid Defects detected in Test Phase /
Ratio Number of Valid and Invalid (Rejected and Duplicate)
defects detected in Production
Table: Testing Metrics
b. Release Management: The Implementation Agency shall work with BEST to provide a
detailed deployment plan, including but not limited to, application version control, and load all
application materials, assignment of user rights and security, and verification of correct functionality.
The Implementation Agency shall present a deployment plan to BEST for their approval by the
beginning of the test period.
c. Periodic Security Audit: The Implementation Agency shall obtain ‘Safe-to-Host’ certificate
from CERT-in empaneled organization before deployment of the application at the data center.
Compliance with Industry Standards: The Implementation Agency shall ensure that the
application solution is as per SAP‘s defined best practices and fit to BEST’s business requirements
and needs.
Language Support: The application should support (specify whether only English language or
English, Hindi and Marathi shall be supported).In addition, application shall support Unicode formats
for text editing, file name, data storage.
Access and Interface: The application should be user-friendly, intuitive and equipped with help /
support facilities.
Browser Compatibility: The application shall be supported on latest versions of all popular
browsers such as Internet Explorer, Chrome, Netscape, Mozilla Firefox, etc. at all time. It shall also
be multi-channel, compatible to web as well as mobile / handheld devices. The application shall work
on various platforms, browsers and resolution.
Dates: All functionality MUST properly display, calculate, and transmit date data, in 21stCentury date
data (DDMMYYYY) format.
The system shall adhere to applicable IT standards published by the Department of Electronics and
Information Technology, Government of India (www.Meity.gov.in) and other applicable medical
standards as listed in the table as well as the Meta Data and Data Standards (MDDS). The website
shall be validated for HTML, Cascading Style Sheet (CSS), Broken Links, accessibility and mobile
friendliness.
7.6 Training and Capacity Building
BEST believes that the key to successful implementation will be Implementation Agency’s ability to
train BEST’s staff in the operation of the proposed business solutions .The Implementation Agency
shall conduct training needs analysis of all the concerned staff and draw up a systematic training plan
in line with the overall project plan. The trainings shall be provided at BEST premises or any other

63
premises, as fixed by BEST. The training is expected to be hands-on and conducted at the training
by the BEST. It shall be the responsibility of the BEST to set-up training centers with associated
hardware and networking infrastructure.
The Implementation Agency shall submit a softcopy and hardcopy of the training material to the
department before commencing the training session. Training program shall be continuously
monitored by the department and Implementation Agency so as to ensure desired quality standards.
Implementation Agency shall also prepare a feedback mechanism (i.e. printed feedback forms) and
get it filled by the participating batch and submit the same on a regular basis to the department.
The Implementation Agency shall provide audio-video content based multimedia software as training
material. The Implementation Agency shall install and train the application users using the same. It
is the responsibility of the Implementation Agency to prepare documents including User manuals,
technical manuals, installation manual, administration manuals, training manuals and provide the
same to the department.
Tests for assessing the trainees after training shall be designed by the Implementation Agency and
approved by the department. Rating of the trainers shall be finalized by the department or its
nominee. On the basis of the training assessment and feedback provided by the participants, the
decision on final rating of the trainers shall be taken at the sole discretion of the BEST.
After each training, training completion certificate duly signed by the trainees, trainers, HOD of
department and Implementation Agency shall be recorded.
Audio Video Utility Software Training system and Online Help

i. In order to assist the users in operating / navigating through the application and processes,
module wise/ section wise training material, in the form of Audio-VPower Utility Software may
be uploaded in each module/ sub-module / section of the application which can be played at any
given point of time through the browser.
ii. Also information in the form of a downloadable PDF format shall be provided to the Users who
may refer/ download it for their own personal reference as and when needed.
iii. It is required that the downloadable training content shall have proper indexing and internal
references, mapped with key words, in order to allow any user to search and reach the desired
content with the help of those key words.
iv. Any user shall be able to search and read the directions/ information for only the part required
by him/her rather than looking through the entire PDF document and manually searching for the
right content.
Please Note - All the module/sub module wise trainings provided by Implementation Agency are to
be uploaded in a central repository. Use of recommended training tools/ software(s) for providing
various training is essential. Adequate training material which includes training manuals, quick
reference cards etc. should be provided during the training sessions.
Training and Capacity Building Requirement
The objective of Capacity Building (CB) initiatives is to equip the direct users and other stakeholders
of Department with the right skills, and knowledge to optimally use the IT solution implemented.
The Training program would be split into series of sessions for different user groups and across
functional areas of the system. Training will be provided by Respective Domain Experts. Training to

64
be given to core Module Users before Go Live as mentioned in the plan, these core users can then
guide/train the other BEST people within the department.
The Implementation Agency shall be responsible for the following activities as part of the End User
and train the Trainer Training:
□ Develop overall training plan including formation of user groups and classifications
□ Develop Location-Wise Training Schedule, Curriculum, and Training Material for Department
Staff
□ Deliver training to end users including carrying out the training effectiveness evaluation
□ Identifying Department Champion for Train the Trainer Training
□ Implementation Agency to provide their indicative training plan before go live of any ERP
system
Please Note - BEST may at any time ask for one ad-hoc training per module per department in a
month with minimum 20 participants at no extra cost. All trainings should arranged/ managed by
project manager.
Functional Configuration Training
SI / IA should impart module-wise functional configuration training for 30 no. of staff

during the implementation phase by OEM. Also during support period, 1 week training
per year should be arranged for the module-wise functional configuration.
Training Feedback form -

Topic of Session:
Name of the Trainer:
Venue:
Date:
Time/Duration:
To improve the quality of training, we wish to capture your feedback with respect to the following
parameters. Please circle/tick the relevant response,
Sr.
Particulars Relevant Response
No
The knowledge of the trainer Extremely

1. Poor Satisfactory Good Excellent
regarding the topic was: Poor
The depth to which the topic Extremely

was covered: Poor
The pace at which the session Very

3. Very Slow Slow Ideal Fast
was conducted: Fast
The overall duration of the Very

4. Very Short Short Ideal Long
session was: Long

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The quality of Extremely

demonstration/practical was: Poor
The interaction level with the

Extremely
6. trainer and other participants Poor Satisfactory Good Excellent
Poor
was:
The logistical arrangements

and infrastructure regarding
Extremely
7. the session (seating Poor Satisfactory Good Excellent
Poor
arrangement, projector,
computers etc.) were:
Sr. Particulars Relevant Response

No
1. The supporting training materials were: Not really Useful to some Very helpful
helpful extent
2. Whether the training will help you in your Not useful To some To a large
regular office work? at all extent extent
3. Whether the training met your overall Not at all To some To a large
expectations? extent extent
1. Would you recommend this topic of training to your other colleagues?

(1) No (2) Yes
2. What did you personally like about this training?
3. What do you think are the improvement areas?
4. Any other observation/feedback?
Department Name Designation Signature

66
7.7 Operational Acceptance of the Applications
Operational Acceptance shall be given to the Implementation Agency upon final acceptance of the
completion of implementation of all modules of the application. But if for reasons not attributable to
the Implementation Agency, the implementation schedule is affected, the department may take
decision on case-to-case basis.
The Operational Acceptance Tests shall be the primary responsibility of the department. However, it
should be conducted with the full cooperation of the Implementation Agency to ascertain whether
the System conforms to the scope of work, including, but not limited to, the functional requirements.
The department will verify whether the installed system is functioning according to the desired
objectives and outcomes. The operational acceptance of data centre and disaster recovery will also
be included.
If for reasons attributable to the department, the Operational Acceptance Test of the System cannot
be successfully completed within the period specified, from the date of receipt of stabilization
certificate or any other period agreed upon in writing by the department and the Implementation
Agency, the Implementation Agency shall be deemed to have fulfilled its obligations with respect to
the technical and functional aspects of the scope of work and SLAs pertaining to this category of
work will not apply.
After the Operational Acceptance has occurred, the Implementation Agency may give a notice to the
department requesting the issue of an Operational Acceptance Certificate. Within fourteen (14) days
after receipt of the Implementation Agency’s notice, the department shall -
1. Issue an Operational Acceptance Certificate; or
2. Notify the Implementation Agency in writing about any deficiencies or other reason for the
failure of the Operational Acceptance Tests.
Once deficiencies have been addressed, the Implementation Agency shall notify the department, and
the department with the full cooperation of the Implementation Agency, shall use all reasonable
endeavours to promptly carry out re-testing of the application. Upon the successful conclusion of the
Operational Acceptance Tests, the Implementation Agency shall notify the department of its request
for Operational Acceptance Certification; the department shall then issue to the Implementation
Agency the Operational Acceptance Certification, or shall notify the Implementation Agency of
further deficiencies, or other reasons for the failure of the Operational Acceptance Test. The
procedure set out in this clause shall be repeated, as necessary, until an Operational Acceptance
Certificate is issued.
If the failure to achieve Operational Acceptance within the specified time period is a result of the
failure of the department to fulfil its obligations under the Contract, then necessary decision will be
taken by appropriate higher authorities regarding the acceptance or conditions of acceptance.
7.8 Application Development and Maintenance: Roles & Responsibilities
Ite Service
Application Maintenance & Support services BEST
m Provider
I. Requirements Analysis

67
1. Gather and provide business requirements 

2. Participate in the creation of business requirements, when 
required. Review and provide feedback on any required changes or
additions to the business requirements.
3. Analyse business requirements. 
4. Provide suggestions to enhance business requirements. 
5. Participate with approved BEST users in requirements definition 
activities for proposed application Minor Enhancements as well as
business process design/redesign.
6. Forecast and submit to BEST, a list of Application Enhancement 
requirements, including the recommended implementation priority.
7. Review the list of forecasted application Enhancement requirements; 
confirm and approve the implementation prioritization.
II. Application Enhancement
8. Provide status reporting for approved application enhancement change 
requests.
9. Perform quality assurance/quality control activities for approved change 
requests.
10. Perform configuration management activities for approved change  
requests for identified business systems where support is provided
11. Participate with approved BEST users in requirements definition  
activities for proposed applications enhancements as well as
business process design/redesign.
12. Assist Implementation Agency in developing requirements 
definition activities for proposed Application Enhancements, as well
as business process design/redesign.
13. Provide consulting services as requested and approved. 
14. Review and approve Implementation Agency’s estimates/proposals of 
change requests.
15. Co-ordinate implementation of approved application development 
and application enhancement change requests.
16. Adhere to agreed-to software engineering lifecycle. 
III. Application Maintenance
17. Perform application repair activities 
18. Perform configuration activities 
19. Perform application conversion activities 
20. Perform user support activities 
21. Proactively make recommendations for improvements to application 
environment.
22. Perform preventive maintenance, monitoring, and performance tuning 
activities.
23. Continuously check for availability of new software releases, upgrades 
and patches.
24. Perform risk analysis regarding new software releases, upgrades and 
patches.
25. Review and approve the application risk assessment / analysis. 
Discuss with Implementation Agency any required changes to
the risk assessment and/or additional risks required to be
included are assessed and addressed.
26. Notify BEST of availability of new Software Releases, upgrades and 
patches.
27. Obtain new Software Releases, upgrades and patches  

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28. Recommend deployment of new releases, upgrades and patches to 

BEST
29. Review and approve deployment plan. 
IV. System Testing
30. Provide test script methodology  
31. Contribute to the development of the test plan 
32. Develop test plan 
33. Develop test cases 
34. Develop test scripts. Test scripts should cover a testing framework so 
that Service Provider carries out the appropriate testing to ensure
compliance to BEST’s requirements for functional and non-functional
testing and acceptance
35. Review and approve test plans, cases and scripts 
36. Maintain diagnostic test data and test databases 
37. Approve data to be used for test purposes 
38. Perform peer review of test cases and scripts 
39. Perform performance tests and load tests 
40. Perform unit tests 
41. Perform regression tests 
42. Perform functional tests 
43. Perform application system and integration tests  
44. Perform all application security testing 
45. Track testing defects  
46. Provide testing results for the above items and completeness of 
acceptance criteria.
47. Review and approve testing results and notify Service Provider 
of any issues in a timely manner.
V. User Acceptance Testing
48. Validate testing requirements 
49. Generate test plans and scripts 
50. Review test plans, scripts, documentation and results 
51. Approve test plans and scripts 
52. Manage and verify test documentation 
53. Coordinate end user applications software acceptance testing  
54. Perform user applications software acceptance testing 
55. Assist in performing user acceptance testing 
56. Monitor and track applications software problem reporting 
VI. Documentation
57. Update all relevant Application and user documentation or create new 
documentation to accommodate implemented enhancements.
58. Provide modified documentation to BEST for review. 
59. Review modified documentation 
60. Request and/or suggest changes to documentation. 
61. Accommodate all reasonable documentation modification requests. 
62. Approve updated and/or new documentation. 
63. Distribute updated and/or new documentation in accordance with 
documentation distribution procedures.
64. Manage and maintain an application inventory list, detailing all key 
characteristics of the inventory, including but not limited to items such
as, application tiering, exclusions from standards, and/or exclusions
from measured Services (if applicable), etc.

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VII. Data Management

65. Ensure data is properly sent and received from all sources. 
66. Monitor and report on data management/data integrity. 
67. Review and approve data management/data integrity reports. 
68. Manage the production database environment for each application. 
69. Make logical database performance adjustments when necessary to 
improve performance.
70. Review application database performance. 
71. Provide feedback, as appropriate, regarding application database 
performance.
72. Prepare, produce and provide reports related to application database 
performance.
73. Provide annual, or exceptional, business growth projections expected to 
impact data storage requirements.
74. Provide database and disk growth projections. 
75. Participate in the configuration of the database on server platforms. 
76. Provide support as required to assist the server and data management 
DBA’s in Incident resolution, Problem determination and execution of
Service Requests
77. Participate in the production database deployment. 
78. Determine database backup requirements  
VIII. Overall Support
79. Provide and maintain a single point of contact for the reporting and 
tracking of applications related Incidents.
80. Receive all notifications from onsite support. 
81. Record, track, manage and resolve all Incidents received from 
BEST.
82. Perform other support functions for all supported applications. 
83. Maintain and periodically update on a monthly basis the catalogue of 
services provided by Implementation Agency and available to the BEST
84. Adhere to Incident management escalation procedures  
85. Maintain current status on open Incidents 
86. Re-route misdirected calls in accordance with BEST process. 
87. Interact consistently with the Support staff in a professional, 
efficient and service-oriented manner
88. Provide service desk problem determination methods, minor 
problem resolution procedures, cause determination scripts,
training and certification testing to the service desk
89. Report on Incidents within established time frames. 
90. Advice BEST when BEST is not appropriately supporting 
Incident resolution activities.
91. Perform Root Cause Analysis (RCA) for problems as requested by BEST 
or in accordance with agreed Service Provider procedures.
92. Co-operate with and co-ordinate with other functional areas to identify, 
investigate and resolve reported Incidents (e.g. server and data
management services, Applications Development Services, service desk
services and network services).
93. Produce root cause analysis report with recommendations to 
prevent reoccurring events.
94. Approve or escalate root cause analysis recommendations 

70
95. Implement root cause analysis recommendations as approved by BEST  

and as requested/assigned for respective areas of service responsibility
in accordance with change management process.
96. Support root cause analysis recommendations as approved by BEST and  
as requested/assigned for respective areas of service responsibility in
accordance with change management process.
97. Perform Incident trend analysis. 
98. Prepare, produce and provide a trend analysis report in accordance 
with the approved schedule of reports
99. Review trend analysis report 
100. Propose recommendations to improve the applications support process  
101. Review and approve the recommendations to the applications support 
process, or suggest alternatives in a timely manner
102. Implement, within the agreed timeline, approved recommendations to 
improve the applications support process in accordance with change
management process
IX. Licensing, Warranties and Maintenance Management
103. Perform system administration activities (e.g. collect license information 
regarding identified Software).
104. Provide software installation and maintenance support. 
105. Perform Change Request based on the Service Request process. 
106. Perform upgrades and maintain Software as required consistent as per 
ERP Standard guidelines
107. Review and approve all new versions, upgrades, updates and 
customizations for Software proposed by Implementation Agency.
108. Maintain all ERP License Usage Report per system wise 
109. Install initial versions, new versions, upgrades, updates and  
customizations of Software.
110. Record all Software products serial numbers, release levels, and 
number of copies of each Software product.
111. Review and approve documented Software product listing prepared by 
112. Distribute upon request licensing information. 
113. Correct any inconsistencies of product listings. 
114. Implementation Agency shall not take any action(s) that would cause 
an infringement of the Software licensing and warranties or otherwise
be considered a violation of the applicable licensing and warranty terms
and conditions.
115. Maintain warranty and maintenance records, identifying expiry dates of 
all the infrastructure provided
118. Initiate requests for additional software licenses as required. 
X. Service Request Management
119. Prepare and submit Service Requests for projects. 
120. Prepare estimates/proposals for cost and timing of development and 
enhancements requested through the Service Request process.
121. Review and approve Implementation Agency’s estimates/proposals of 
Service Requests.
122. Prepare and submit requests for enhancements, modifications and 
special runs.
123. Approve requests for enhancements, modifications and special runs. 
124. Act upon approved Service Requests for enhancements, modifications 
and special runs.

71
125. Review and approve development Service Requests, or suggest 

alternatives in a timely manner.
126. Assign and schedule resources to Service Requests based on BEST 
priorities.
127. Receive and track all Service Requests 
128. Report on Service Request status. 
129. Approve and prioritize Service Requests for action. 
XI. Service Request Management
130. Prepare project plans. 
131. Approve project plans or suggest alternatives. 
132. Monitor and report on project status.  
133. Review and approve project status reports. 
XII. Training
134. Provide on-going knowledge transfer which will facilitate skills 
progression.
135. Provide application security coding training to all staff involved in 
Application Maintenance activities
136. Develop and conduct new user training. 
137. Develop and provide to BEST documentation Deliverables to support 
BEST training seminars and training, related to the Services or the
measured services.
138. Proactively and on an on-going basis, provide training to concerned 
BEST staff, when resolution and solutions to services or problems have
been applied.
139. Develop and provide BEST with training materials and instruction 
manuals, and any other such Deliverables to be used in the delivery of
the training.
140. Provide training to the personnel, as required. 
141. Document any changes to the environment, technology, and / or 
processes that may affect the delivery of Services, or the Measured
Services.
142. Communicate changes and / or revisions in documentation and 
technology to appropriate BEST Personnel, BEST Group Members.
143. Provide training on new applications, technology, functionality and 
Major Enhancements.
XIII Data Interfaces
.
144. Define interface requirements and specifications according to BEST  
continuous operation requirements regarding Systems and
environments.
145. Review and approve defined interface requirements 
146. Design, develop, manage, maintain, support, and co-ordinate interfaces 
to/from third party systems
147. Design, develop, manage, maintain, support, and co-ordinate 
internally developed interfaces
148. Support data migration to new or changed hardware environments 
XIV. Security
149. Define application security policy and guidelines 
150. Ensure and confirm all resources involved in Application Maintenance 
activities are trained in application security practices.
151. Assist in the development of security policies and guidelines for 
application

72
152. Define application security requirements in accordance with the security 

policy
153. Approve application security solutions 
154. Define or select application security solutions in keeping with the BEST 
Security Policy and guidelines
155. Manage, maintain, support and co-ordinate application security 
solutions.
156. Maintain application security solutions to ensure compliance with BEST’s 
policy
XV. Reporting
157. Identify initial and periodic updates to reporting requirements for 
Application Maintenance activities.
158. Develop sample report formats 
159. Approve sample report formats 
160. Produce and distribute performance reports in accordance with the 
approved reporting schedule
161. Provide feedback on reports in a timely fashion 
7.9 Database Management Roles & Responsibilities
Item Database Management Services Service BEST

Provider
I. Database Software Support and Operations
1. Install, upgrade and maintain the Database Management System 
Software (DBMS)
2. Manage database subsystem resource availability 
3. Monitor database subsystem status 
4. Optimize performance and efficiency through monitoring, tuning, and 
modifying applications and associated databases
5. Optimize performance and efficiency through monitoring, tuning, and 
modifying the DBMS configuration
6. Optimize query performance 
7. Implement application tuning and efficiency improvements 
8. Define changes in the size of application databases due to business 
growth and project implementation
9. Plan and implement changes in the size of application databases due to 
business growth and project implementation
10. Propose changes in the size of system databases due to changes in the 
quantity and/or size of application databases
11. Plan and implement changes in the size of system databases due to  
changes in the quantity and/or size of application databases
II Physical Database Administration
12. Provide physical support of the production application databases 
13. Create physical database objects (including Data Definition Language  
(DDL), DBD, ACB, files)
14. Manage physical production database maintenance, modifications and 
enhancements
15. Maintain and implement database archive processes and procedures 
16. Monitor and report database performance and space utilization  
17. Identify and implement modifications for improved performance  
18. Establish a schedule and plan for performing production database 
maintenance, modifications, enhancements and backups

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19. Set up and retain control of the use of DBMS system administration IDs 
and privileges
20. Provide implementation planning for production database modifications 
21. Implement database changes into the production environment 
22. Perform access grants to database objects 
23. Establish schedules and plans for performing production database 
maintenance, modifications, enhancements and backups
III Data Communication Software and Middleware Software Support and
Operations
24. Install, upgrade and maintain the Middleware subsystem software 
25. Manage the data communication subsystem and middleware subsystem 
resource availability
26. Execute recovery procedures as required for middleware subsystem 
resources
27. Monitor Middleware subsystem status 
28. Develop procedures for planned and unplanned outages affecting the 
middleware environment
7.10 Operation and Support of Systems
The Implementation Agency shall be responsible for the Operation and maintenance (O&M) support
of the entire the application during the contract period. The Implementation Agency will provide
post implementation support.
a. The Implementation Agency must provide Post Implementation Support (including warranty)
till the end of contractual period as per implementation plan
b. The Implementation Agency should provide 60 months onsite support for ERP System at
BEST and after 60 months of onsite support, it will be the responsibility of the
Implementation Agency to hand over the entire ERP system to BEST
c. During the O&M phase, the Implementation Agency shall:
i. Ensure that all necessary measures are taken for the smooth operation of the application
ii. Ensure that all necessary know-how is transferred to the department support team in an
effective manner to facilitate a smooth transition. The transition plan will need to be
agreed between the Implementation Agency and the department
iii. Ensure adherence to baseline performance Service Level Agreement (SLA) matrix as
defined in this RFP.
Implementation Agency should propose and provide the following services for new implemented ERP
systems at BEST:
□ Implement issue/ticket tracking methodology and the tool to be developed for measuring the
SLA parameter during the contract period.
□ Propose governance model to engage the stakeholders effectively.
□ Any other value addition that can be provided as support partner.
□ Business process study methodology for each department for any development / modification
or change request.
The Implementation Agency will create an environment that, in and of itself, fosters the creation of
recommendations that will have a positive impact on BEST Services. The Implementation Agency will
make recommendations to improve productivity, Service Levels and Key Performance Indicators,
achieve savings, and reduce complexities in processes.

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Software Maintenance / Development / Programming Team: The team should provide ERP
modules Implementation /maintenance / customization /configuration / up gradation. All the Assets
required by this team should be provided by Implementation Agency at no extra cost to BEST.
The Implementation Agency will be required to perform the following Application Maintenance
activities -
□ Bug fixing
□ Updating application for patches released by responsible for technology stack
□ Version up gradation as deemed necessary by BEST and as per industry Best Practices
□ Application log purging;
□ Application log analysis;
□ Application performance monitoring using and performance tuning;
□ Application data analysis and migrations between environments;
□ Application configuration changes in all environments; and
□ Application security and access related activities
Please Note - In addition to above listed all the activities, the Implementation Agency need to
perform all the ERP related activities assigned by BEST authorities.
Application Maintenance and Support will be delivered by a pre-determined resource pool (otherwise
referred to as “baseline” maintenance staff) to be provided by the Implementation Agency.
Service Level Agreements and KPIs (Refer in draft Agreements) defines the following services
Implementation Agency are expected to provide. Applications Maintenance and Support will be limited
to the in-scope applications. This service includes:
□ ERP System and Cloud database maintenance for all the products mentioned in the RFP
□ Enhancements and integration support
□ Cloud Support
□ Disaster Recovery/ Cloud support
□ Configuration Management for development and test environment
□ Documentation
□ Management and reporting
□ One-time responsibilities for application/modules hand-over
The list of in-scope applications/modules/functionality may be amended, from time to time, over the
duration of the contract, at the BEST’s discretion. All Enhancements workload will be managed from
within the resources of the baseline maintenance staff, based on BEST specified priorities without
any extra financial implications. However, the BEST may at its discretion request the Implementation
Agency to either adjust the size of its baseline maintenance staff group, or acquire additional
resources to accommodate specific enhancement requests.
7.11 Manpower support
During the Operations & Maintenance period manpower is required for supporting the entire project.
The manpower required is mainly categorized into below types -
1. Application maintenance and support services: Apart from the profiles being evaluated in the
technical evaluation stage, the additional profiles required are given below -
Minimum
Manpower
Sr. No. Qualification/Certificatio Experience of Manpower
Category
n

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Minimum
Manpower
Sr. No. Qualification/Certificatio Experience of Manpower
Category
n
Database Education: B.E./B.Tech. Total Relevant Experience: 3 -6
1. Administrator Computer Science years
Relevant Certifications required
Programme Education: B.E./B.Tech. Total Relevant Experience: 3 -6
Consultant Should have knowledge of Years
2.
coding languages i.e. ABAP, Experience in relevant coding
DotNet, Java etc. domain of 3-6 years
Elect. Billing Education: B.E./B.Tech. Total Relevant Experience: 3-6 Years
and Meter
3.
Reading
Consultant
Consumer Education: B.E./B.Tech. Total Relevant Experience: 3-6 Years
Relationship /
4.
Engagement
Consultant
Portal Education: B.E./B.Tech. Total Relevant Experience: 3 -6
Management Years
5.
Consultant (For Enterprise Portal/ Net weaver
Portal)
Business Education: B.E./B.Tech. Total Relevant Experience: 3 -6
Intelligence/ Years
Business
6.
Objects
Consultant
(Secondary)
Open Text Education: B.E./B.Tech. Total Relevant Experience: 3 -6
7. Archival Years
Consultant
Asset Education: B.E./B.Tech. Total Relevant Experience: 3 -6
8. Management Years
consultant
Meter Data Education: B.E./B.Tech. Total Relevant Experience: 3 -6
9. Management Years
Consultant
Access Control Education: B.E./B.Tech. Total Relevant Experience: 3 -6
10. Consultant Years
Java Education: B.E./B.Tech. Total Relevant Experience: 3 -6
11.
Consultant Years
Testing Education: B.E./B.Tech. Total Relevant Experience: 3 -6
12.
Consultant Years
The Project Manager shall also be responsible for problem management, continuous system
improvement, version control and version validation, risk management, etc.
The IA shall plan the deployment of resources according to the implementation plan and not all
resources will be required from day one. Any extra manpower required beyond the manpower
planning shall be procured by the department on actual. Please check Annexure X for BEST
Locations.
During the course of the contract, if it becomes necessary to replace any of the Key Personnel, the
Implementation Agency shall forthwith with due approval from the department, provide as a

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replacement, a person of qualifications and experience matching the requirements stated in the bid
need to be deployed. Failure to replace personnel with the required qualifications shall result in a
penalty as per the SLA defined in the contract.
7.12 Application Maintenance and Monitoring
The application maintenance and monitoring during the O & M period for ERP System includes -
a. Compliance to the Functional and Technical Requirements
b. Compliance to SLA
c. Application Software Maintenance, Problem identification and Resolution
d. Software Change and Version Control as per ERP industry standards
As part of Post-Implementation services, the Implementation Agency shall undertake the following -
a. Updated system design documents, specifications etc.
b. Latest source code, application deployment files, configuration files for entire solution
c. Updated user manuals, administration manuals, training manuals etc.
The average application response time(s), application availability and other performance parameters
are given in the SLAs. The application software shall be designed to cater to the required load
without any degradation of performance as explained below -
a. The database schema and design shall be capable of handling current and future loads
without any degradation of performance.
b. System shall be upwardly scalable in the event of increased usage of the system or new
business requirements.
c. The Implementation Agency shall provide comprehensive report every month on the
performance of the application and infrastructure.
d. The department may initiate, with prior notice, the audit of such measurements to their
satisfaction.
The application maintenance shall include, but not be limited to the following: -
a. Performance Bottleneck Checks
The Implementation Agency shall monitor and check the system regularly for performance
bottlenecks, and resolve the issues, if SLAs are not being met, with the dedicated component(s)
without impacting the overall system at no extra cost.
b. Periodic Retention Policy
The Retention Policy will be defined by the department.
c. Security
The Implementation Agency shall take rigorous provisions to prevent unauthorized alteration or
damage to the application and all related ERP applications and databases. Implementation Agency
shall provide basic level of security by providing the end users with username and password to
access the applications. Implementation Agency shall deploy the application only after it has
undergone User Acceptance Testing (UAT) and is security audited for Vulnerability Assessment (VA)
and Penetration Testing (PT). The UAT shall also include assessment and evaluation of all application
SLA’s. However, Implementation Agency shall undertake and conduct all sorts of testing and follow a
standard Software Testing Life Cycle approach (STLC) before deployment of application in a
Production Environment in addition to assessment and certification through BEST.
d. Backup Policy

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The Implementation Agency shall design and successfully test backup and recovery capabilities for
the application. The Implementation Agency shall finalise the functionality and the frequency of
backup in consultation with the department and should be documented and signed off.
e. Hardware Upgrades and Software Updates
Any required version/software /hardware upgrades, patch management, etc. shall be the
responsibility of the Implementation Agency for the entire contract period at no extra cost to BEST
for all the systems at BEST including Application ,Db and OS. The required upgrades for the entire
stack has to be implemented within six months of release/general availability including –
i. Supply, installation and maintenance of the updated/upgraded versions of software
ii. Rectification of bugs/ defects if any
iii. Fine tuning of the application, as and when required
iv. Maintenance of the application
v. Re-installation of software/application/database whenever required
f. Environment Management
Implementation Agency will be responsible for maintaining various environments as per the best
SDLC practices in the industry for all the products mentioned.
g. Staging Environment:
Implementation Agency will be responsible for maintaining the staging environment which will be the
exact replica of a production environment for software testing. This environment will be used to test
codes, builds, and updates to ensure quality under a production-like environment before application
deployment.
Development Environment: Implementation Agency will be responsible for managing and

maintaining the ERP application development environment at BEST. Complete maintenance
ownership of the development environment will reside with the service provider. This environment
will be used to address maintenance requests, change requests and any new module implementation
requests by BEST.
Quality Environment: The Implementation Agency will be responsible for managing and
maintaining the ERP testing environment at BEST. Complete ownership of the testing environment
will reside with the Implementation Agency. This environment will be used to test maintenance
requests, change requests and any new module implementation requests by BEST.
Production Environment: Implementation Agency will be responsible for maintaining the
Production environment as per the industry standards and ensuring proper access controls and
security procedures being followed.
Staging Environment :Implementation Agency will be responsible for maintaining the staging
environment which will be the exact replica of a production environment for software testing. This
environment will be used to test codes, builds, and updates to ensure quality under a production-
like environment before application deployment.
h. Monitoring Tool: The Implementation Agency shall ensure the deployment of management
and monitoring tools for Application Performance Monitoring, version control (software as well as
document) and bug tracking. The Implementation Agency shall use a proper project management

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tool for monitoring the implementation of project. The Implementation Agency shall provide access
of the tool to the high level officials of the department. All necessary training regarding the use of
the tool should be provided by the Implementation Agency.
i. Roles and Responsibilities of Team:
Sr. Role Skills, Duties, Responsibilities

No.
1 Project Single POC, Establishes, monitors, and reviews all project deliverables
Manager Plans and manages the project team's activities from contract initiation to
completion
Evaluates risks and recommends contingency plans
Manages quality assurance and ensures compliance with policies and
procedures
Meets and communicates project milestones to BEST on timely basis
Establishes appropriate metrics for measuring key project criteria
Maintains awareness on emerging technologies from ERP perspective and
applies the same to the project
Onsite contact for all escalations
Responsible for monthly reviews
Provides management summary reports and
Supports Root Cause Analysis
Creates and maintains Training Plans, Policy and procedures
Manages in-house training infrastructure
Keep track of latest technology/ tool/ module/ project offerings
Proposes new courses, course modifications / deletions and ensure uploading
of the same on BEST website for benefit of BEST’s ERP end user
Contributes towards planning and documentation
Possess knowledge and awareness about the latest IT offerings, tools and
techniques
Assess the training needs of the employees
Plans, Organizes and supervises training and development programs for BEST
employees
Evaluates training effectiveness
Ensures that the training facility and all required materials are ready on the
day of the training.
Helps employees maintain and improve their job skills, and also prepare them
for jobs requiring greater skill
Acts as single point of contact to outside training vendors, if any and manage
them

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2 Solution Deep understanding of ERP products, modules and competencies related to

Architect UI development, workflows, BPM, data warehousing, reporting and DBA,
Knowledge of Supply chain and finances in Public sector
Usage of non-ERP products and technologies in the areas of Portal, Data
warehousing, ETL, Mobility, Integration middleware
Propose correct Solution Architecture and usage of the various ERP tools
□ Guidance on high level design on usage of SAPNet Weaver and
integration with backend systems
□ Reduce project risk through accurate effort estimations and team skills
□ Manage technical architecture analysis, design, build, test and deploy
for:
□ Development architecture
□ Execution architecture - technical strategy for printing, faxing, Batch
scheduling etc.
□ Operations architecture – Backup and Recovery, Disaster recover, High
availability etc., and
□ Infrastructure architecture – Sizing, virtualization, desktops, networks
etc.
Define and manage sizing of the ERP solution and managing of process with
the hardware provider / hosting provider
Advise on technical approach for all systems integrating to ERP modules
Manage 3rd party dependencies related to ERP environment
System landscape design and management experience in operations and
project scenarios
Plan and manage ERP systems maintenance schedule
Involved in planning and testing of the DR
Manage all ERP technical changes
Deep understanding of ERP best practice on Backup and Recovery
Troubleshooting and root cause analysis
Implementation, upgrade and support of the latest ERP systems versions,
which all are running on Windows OS and MS SQL DB.
Experience on other OS and DB versions. i.e. UNIX , Oracle, DB2 etc.
3 Database Technical expertise of the DBA

Administra Ensure compliance with ERP modules
tor Contributes to hardware and software evaluations and recommendations
Plans growth and changes (capacity planning), Hardware sizing and Network
Planning
Defines and formulates disaster recovery plans, procedures and test
scenarios and participates in regular DR rehearsals
Administer Content Repository , Upgrade of pages, roles, static html content
,Maintenance of Java services
Possess Advanced knowledge and skills in all related to ERP Products and
system software and Guide/lead junior DBA Consultant on technical issues,
knowledge of maintaining and configuring all ERP Systems mentioned
Prepare ERP Landscape Diagrams , Architecture and Network Flow Diagrams

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Installs and configures ERP software and other related products mentioned in
the RFP and upgrades /patches , application Installation ,application
monitoring, Installation of patches and security updates Monitoring
application services for
Manages ERP Login Credentials i.e. User administration (setup and
maintaining account, Setup security policies for users) Handles incidents
Manages and support various environments involved for ERP Administration
Should administer all the servers of ERP systems as mentioned
Evaluates, tests and Updates system as soon as new version of OS and/or
application software is released (after obtaining a formal approval from BEST)
Assists in developing, implementing, testing and maintaining backup and
disaster recovery policies and procedures
Server Management (Sizing of server infrastructure), Assist in backups and
recoveries regularly and as and when required, Web dispatcher operation,
Load Balancer Operation, Certificate Handling, system Performance
Management.
Provides suggestions and implements software-related measures for
maximizing uptime and Supports development team whenever required
Output Management ( create, change ,delete Printers in ERP systems ,Re-
organize Spool Request, Check spooler table consistency to prevent printing
issues, Lock/Unlock Printer, Troubleshooting technical spool- and print-
problems (within the ERP system)
Monitors system performance to ensure high availability of the system
Ensures ERP application / user security and authorization management,
change correction management / Transport management system, etc.
Ensure Batch Job Monitoring, Interface Administration, client Operations
(client copy, client Export ,Import)
4 Developer Analyses Functional Specifications and get clarifications from Business
s owners/functional consultants
Consultant Creates technical specifications, Technical Design Document & code review
s checklist
Develops Custom reports (Classical, Interactive)
Develops Online Interfaces and BDC programs
Fine-tunes and modifies of the custom programs / Custom Code Migration for
SAP, Code Push, Creation of CDS View etc.
Performs Pre-Delivery Reviews and Final Testing
Develops ALE/IDoc Interfaces and Maintaining ALE Configuration in All the
systems
Prepares Unit Test Plans, coordinating with middleware and Legacy
developers during process chain testing
Supports Unit Testing & Business Acceptance testing
5 Functional The staff sitting at central place and carrying out development, change
Consultant request, bug fixing and all types of up gradation, providing backend support
(Secondar etc. to BEST users as and when required.
y) Understand and study the current business processes along with designing
current business workflows

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Preparation of Flow diagrams and Data flow Diagram DFD of AS IS processes.

Everything configured has to be documented as per their categories in the
form of predefined templates, these have to be then approved by the team
leads or whoever the consultant is reporting to.
Performs GAP analysis for each module
Prepares DFD/ERD before starting configuring future business processes i.e.
TO BE process.
Prepares test scripts for testing the configured scenarios.
Prepares end user manual and way of working while providing training to end
user.
6 GRC •Deep understanding & knowledge of security concepts, processes and
consultant experience with security technologies for ERP systems.
• Design and implementation of security processes for ERP systems
• Implement security solutions (infrastructure and/or application) including
the design, configuration, development, testing and deployment of security
technologies
• Definition and development of security control designs including those
required to support external regulations
Analyze the ERP system and identify relevant security notes
Definition, maintenance, review and audit of roles, profiles, authorizations etc.
Administration of BEST users (e.g. user creation, change, deletion,
maintenance of user profiles, roles, authorizations, master data and
passwords)
Implementation of Single Sign On (SSO) for systems
Provide audit log information to BEST
• Knowledge of ERP security concepts, risk management, segregation of
duties, remediation and mitigation
• Contributes towards the design and operation of related compliance
monitoring by improving activities to ensure compliance with internal security
policies, applicable laws, regulations, etc.
• Designs and executes information security awareness training and related
activities
• Acting as liaison between the business units, technology and support teams.
• Lead application functional team or sub-team (if needed)
• Build professional relationship with clients, management and team members
to ensure delivery of proposed solutions, support for development of business
possibilities and for personal development
Assist customer with IDM related tasks that require access to operating
system
BEST Security Audit Log analysis
11 Java Creates user information solutions by developing, implementing, and
Consultant maintaining Java based components and interfaces.
Defines site objectives by analyzing user requirements; envisioning system
features and functionality.

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Designs and develops user interfaces to internet/intranet applications by

setting expectations and features priorities throughout development life cycle;
determining design methodologies and tool sets; completing programming
using languages and software products; designing and conducting tests.
Recommends system solutions by comparing advantages and disadvantages
of custom development and purchase alternatives.
Creates multimedia applications by using authoring tools.
Completes applications development by coordinating requirements, schedules,
and activities; contributing to team meetings; troubleshooting development
and production problems across multiple environments and operating
platforms.
Supports users by developing documentation and assistance tools.
Updates job knowledge by researching new internet/intranet technologies and
software products; participating in educational opportunities; reading
professional publications; maintaining personal networks; participating in
professional organizations.
Enhances organization reputation by accepting ownership for accomplishing
new and different requests; exploring opportunities to add value to job
accomplishments.
12 Data Develop data migration strategies for conversion of Master and Transactional
Migration data from different legacy systems into SAP·
Manager Prepare data migration plan and lead cut-over plan Work with the Best’s
business and IT teams to identify requirements for data cleansing and
enrichment Identify, analyze issues, make recommendations, and escalate
issues for resolution in a timely manner.
· Identify, recommend and implement process improvements as needed
· Develop conversion process flows and prepare documentation supporting
data migration approach for all ERP Systems of BEST.
· Facilitate and Conduct workshops with business stakeholders, gather
requirements, recommend and present solutions to business stakeholders.
Identify data migration extract, transformation, and data load rule.
· Perform data mapping of source to target data sets. Identify and record data
conversion requirements, as needed.
· Collaborate with functional work teams to achieve business results.
Disseminate information across the team, and keep up to date with functional
improvements of solution.
· Review, analyze, and develop data migration solutions to support To Be
business models. Develop data migration test plans Develop conversion
software and lead efforts during mock runs to refine conversion script
. Analyze profile, migrate, and cleanse legacy data into SAP
13 Data Implement and Support Data archiving and document access: ERP + archive
Archival + storage
Consultant For ERP Systems ( Setup connection to archive server, Customizing of
archiving solution)
Archive server part (content repository)  Archive server DB installation,
Archive server installation, Configuration of the archive storage, Attaching
storage to the Archive server, Configuration of the archive server

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Handles Admin Tasks Archive Server, Archiving: application management
7.13 Change Control Process
It will be the responsibility of the Implementation Agency to enhance and modify the existing ERP
implementation based on the needs of the user department. The Implementation Agency shall
address all the Change Requests in the functionality offered by the solution (vis-à-vis the FRS) at no
additional cost during the operations & maintenance phase.
Sr. Services
No.
1 Change Request due to changes in business process (Performing end to end processes to
support change request which include requirement gathering, requirement documentation,
design development, configuration, testing, facilitating user acceptance testing, training and
deployment)
2 Change Request for enhancement in ERP application (Performing end to end processes to
support change request which include requirement gathering, requirements documentation
, design, development, configuration, testing, facilitating user acceptance testing, training
and deployment
3 Preparing and updating various versions of Business Blue Prints for all modules of
SAP implemented or to be implemented at BEST.
4 Preparing and updating various versions of User Manuals for all modules of ERP
implemented
or to be implemented at BEST.
5 Preparing and updating various versions of Training Manuals for all modules of ERP
implemented or to be implemented at BEST.
6 Preparing and updating of versions System Installation / configuration Manuals of all
modules of ERP system including System Landscape etc. implemented / to be implemented
at BEST.
7 Creating integration touch points with various BEST or external applications as required by
BEST.
8 Any other customization / documentation services not listed above but required for smooth
functioning of implemented module of ERP system directed by BEST.
The Change Request Management handles all the change requests, urgent or not, received from
various sources inside and outside the Application Maintenance Services process.
The submitted Change Requests shall be validated and logged, and then they will be assessed and
submitted for approval to the BEST Change Control Board in a specified template. The Change
Control Board will determine the criticality of change request and the timeline for its implementation,
which the Service Provider need to follow. The SLAs will be determined based on the compliance of
implementation of change request.
Bug /Defect Management

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Bug Management is an important activity and based on the severity level, it becomes highly critical.
As the parties involved are Users/ functional team members of Department and Service Provider,
SLAs may not be directly defined. Service Provider commits involvement in resolution on ‘best of
efforts’ basis as per requirements. Following are the steps involved -
□ Problem definition
□ Context definition (through functional teams as per requirements)
□ Request Analysis by Service Provider
□ Priority Categorization
□ Logging with concerned team and tracking to resolution
Implementation Agency shall address all the errors/bugs/gaps in the functionality offered by the
solution (vis-à-vis the FRS) at no additional cost during the operations & maintenance.
Implementation Agency shall identify and resolve application problems like system malfunctions,
performance problems, data corruption etc. due to which the solution is not able to give the
desired performance
Implementation Agency shall be responsible for the following -
□ Updating all available patch/ updates to the solution
□ Providing handholding support to end users
□ Ensuring proactive and timely support in identification and provision of solutions including
Support for resolution
□ Timely logging of Bugs/Problems
□ Perform Defect fixes for the existing functionalities
□ Major/ Minor enhancements against the delivered solutions
□ Incorporate new requirement against the implemented solutions
Maintain Documentation for the following -
□ Functional and technical specification
□ Configuration document update
□ Test document
□ Business Blue Print
□ User Manual
□ Code Review Checklist
Change Control Notice (‘CCN’): Change Request can be raised by any BEST application user/
stakeholder who shall be responsible for obtaining approval for the change and shall complete the
CCN Initiation part of the form.
Change Control Note (Sample): The Implementation Agency shall assess the CCN and complete
the CCN, on completing the CCN the IA shall provide as a minimum -
a. Description of the change
b. List of deliverables required for implementing the change
c. Time table for implementation
d. Estimate of any proposed change
e. Relevant acceptance criteria
f. Assessment of the value of the proposed change
g. Material evidence to prove that the proposed change is not already covered within the
Agreement and the scope of work
Prior to submission of the completed CCN to the BEST, or its nominated agencies, the
Implementation Agency shall undertake its own internal review of the proposal and obtain all
necessary internal approvals. As a part of this internal review process, the Implementation Agency

85
shall consider the materiality of the proposed change in the context of the SLA and the Project
Implementation affected by the change and the total effect that may arise from implementation of
the change.
The Implementation Agency shall be obliged to implement any proposed changes once approval in
accordance with above provisions has been given, with effect from the date agreed for
implementation and within an agreed timeframe. Implementation Agency shall not be obligated to
work on a change until the parties agree in writing upon its scope, price and/or schedule impact. A
sample change control note is given under Annexure XIV.
Change Request Project Management
The Implementation Agency will be required to create and maintain formal project schedules (Gantt
charts) for all Change Request Development projects with a forward looking forecast of future
projects and associated resource requirements.
The Implementation Agency will be required to coordinate and identify potential future resource
constraints based on the future looking project schedule.
The Implementation Agency will be required to provide formal project management oversight of the
Service Provider’s Change Request Development team and ensure that they deliver as per the
defined project schedules.
The Implementation Agency will work as per the responsibilities outlined in Annexure XV, for project
management activities for the Change Request Development Services.
Change Request Development Reporting
The Implementation Agency will be required to report on all Change Request Development activities
using templates that will be mutually agreed to by the BEST and Implementation Agency.
The Implementation Agency will work as per the responsibilities outlined in Responsibility Matrix, for
reporting activities for the Change Request Development Services.
7.14 Ticketing Tool
It will be responsibility of the Implementation Agency to ensure and put in place a process for
ensuring that each ticket is logged by the users themselves and with adequate self-explanatory
information on type of support/issue. Similarly at each stage of resolution the ticket should be
updated with the resolution/resolution procedure/status in self-explanatory language.
Please Note - It is mandatory for the Implementation Agency to use an appropriate tool for
ticketing system.
7.15 Infrastructure Operations and Maintenance
Regarding sitting facilities - BEST will provide the premise and will pay electricity charges for that
premise. IA has to set up his own working environment at that premise.
Regarding Training facilities - BEST will provide the training centers in the BEST's premises.
Resources working for BEST's project should follow BEST's working / holiday calender.

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The IA shall ensure monitoring, operation and maintenance services of the centralized solution
during the contract period. O & M of the Infrastructure will include -
a. IT Infrastructure Operations and Maintenance (including but not limited to Hardware, System
Software, Application Software and other Infrastructure till the end of the contract period.
b. Customize and implement a proper SLA monitoring tool in consultation with the department
Authorities during O&M Phase
c. Provisioning of Application Software, Hardware etc. for integration of any intervention with
application during Operation and Maintenance Phase
With respect to the hosting of the application, the Implementation Agency shall ensure the following
either directly or through the third party -
a. System Administration, Maintenance and Management Services
b. Network Management Services
c. Storage Administration and Management Services
d. Backup and Restoration Services
e. IT Security Administration Services as per ISO 27001 and ISO 20000 compliance
The Implementation Agency shall ensure that the required contract with the third party for hosting
the application shall cover the required warranty and AMC services. The Implementation Agency
shall ensure that the required contract with the third party for hosting the application shall cover the
required warranty and AMC services.
Implementation Agency must maintain the infrastructure at DC and DR site on a day-to-day basis. If
any system has to be upgraded at DC and DR end, that shall be done by the Implementation
Agency. The Implementation Agency shall send the reports of the components listed below -
a. Monitoring of replication status
b. Lag in replication due to any unforeseen errors
c. Network monitoring
d. Security monitoring and analysis
e. Reporting if any issue is arising in replication
f. Daily backup at DC and DR
7.16 Warranty Support Services
The Implementation Agency shall ensure that the required contract with the third party for hosting
the application shall cover the required Warranty and AMC services. As part of the warranty services
the IA shall provide -
1. A comprehensive warranty support and on-site free service warranty for the entire contract
period from the date of Operational Acceptance.
2. Implementation Agency shall provide the comprehensive manufacturer’s warranty in respect
of proper design, quality and workmanship of all hardware, equipment, accessories etc.
covered in the scope. Implementation Agency shall warrant all hardware, equipment,
accessories, spare parts and software etc. procured and implemented against any
manufacturing defects during the warranty period.
3. Implementation Agency shall provide the performance warranty in respect of performance of
the installed hardware and software to meet the performance requirements and service
levels.
4. Implementation Agency shall upgrade Application Software/ any licensed software / Database
to latest versions of system software for application and database servers as required.

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5. Implementation Agency is responsible for sizing and procuring the necessary hardware and
software licenses as per the performance requirements. Bill of Material and Bill of Quantity of
the Data Centre and Disaster Recovery shall be done by the Implementation Agency. The
warranty of those shall be ensured by Implementation Agency. During the warranty period
Implementation Agency shall replace or augment or procure higher-level new equipment or
additional licenses at no additional cost to the department in case the procured hardware or
software is not adequate to meet the service levels.
6. Implementation Agency shall monitor warranties to check adherence to preventive and repair
maintenance terms and conditions of all equipment’s, devices and components.
7.17 Intellectual Property Rights (IPR)
The IPR of the source code of the customized version of the COTS product and/or the bespoke
application shall lie with BEST. In case any subsystem is completely developed, the rights of the
source code shall be with BEST. The source code needs to be transferred within three months of
successful Operational Acceptance. All the costs associated with the transfer of source code shall be
borne by the Implementation Agency. The following protocol shall be followed for the transfer of
source code to the client -
a. The Implementation Agency shall submit detailed documentation for each module of the
application to the department. This includes all the modules deployed. The list of the
documents to be submitted are as follows:
i. Functional Specification Document
ii. Technical Specification Document
iii. Software architecture Documentation
iv. User Manuals
v. Training Manuals
vi. Test Plan , Test Cases and Results
vii. Release Notes
viii. User Guide to install, configure and use the module
All the documents shall be updated as per the last release of that module. The documents shall be
reviewed by the department or agency appointed by the department. Implementation Agency shall
ensure that any disparity / lacunae found in the documents are rectified and revised documents are
submitted for further review. The transfer of documentation to be considered as complete after the
department issues the completion certificate for the task.
b. Transfer of all the code files, supporting libraries, database scripts, libraries and metadata
dictionary, procedures and supporting software components. Source Code to be exact replica
of the department application live on the production server.
c. Documentation of step-by-step procedure for recompilation of the application shall be
submitted by Implementation Agency. The documentation shall enable BEST (or any third
party appointed by BEST) to install, configure and recompile the application.
d. While submitting the Source Code files, Implementation Agency shall submit the declaration
that the Source code is of the same version which is on Production Environment and used for
live operations. Implementation Agency shall provide the environment to recompile the
source code and provide access to the application to confirm that the Source Code is of the
latest version and is same as that on the Production Environment.
e. Implementation Agency shall conduct the necessary Knowledge transfer sessions to the
technical staff provided by the BEST. The success criterion of training will be that IT team

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provided by BEST is able to recompile successfully the entire application on the test server
independently.
f. The transfer of source code shall be an on-going exercise. As and when, a new version of the
application is deployed in production; the source code of the changed modules shall be
transferred as per the above protocol to the department. At the end of contract period or at
the end of the complete development and deployment of all the change requests provided by
the department within the contract period or whichever is later, the entire source code shall
be transferred in the same way.
g. The department may conduct the (a) Software architecture and code review and (b) Security
Audit of the application; and necessary compliances are carried out before handing over the
source code during exit management. Timelines for this compliance shall be jointly decided
between the department and Implementation Agency.
h. All plans, specifications, reports, customized software, other documents, patent and data
generated shall be absolute property of BEST. The Successful Bidder(s) shall not use, share
this information, any other data derived from this application, customized software etc.
anywhere, without taking permission, in writing, from the BEST and the BEST reserves right
to grant or deny any such request.
7.18 Project Management
The implementation of the proposed project is a complex process requiring provisioning of hardware
and software, networking, change management and capacity building. It is therefore necessary that
a dedicated project monitoring team is deployed for implementation of the project in a time bound
and outcome- oriented manner. The dedicated Project Monitoring Team will have resources of
required skills to lend directions to and monitor the progress of the project. Such a team is expected
to include technology and integration champions, change management drivers, legal advisors. The
dedicated team shall be responsible for overall project management including review of the system
requirement specifications, system design, project implementation monitoring, change request
monitoring, facilitation of site survey, etc. The team shall also be responsible for support in defining
and finalizing the requirements, support for coordinating training activities, etc.
The Overall Roles and Responsibilities of the Dedicated Project Team would be -
a. To ensure the project meets implementation timelines and budget covering all facets of
implementation including but not limited to -
i. Policies and Strategies for Capacity Building and Change Management
ii. User Acceptance testing of the software application
iii. Formulation of Backup and Disaster Recovery and retention Policy
b. Project Management
i. Contract Management
ii. Project Metrics
iii. Ensure milestone based project tracking
iv. Enforcement of SLAs
v. Periodic Audits and Quality reviews
c. Advice on strategies to help and develop an effective IT workforce through planning, training
and managing in order to meet the current and future requirements of the Healthcare
facilities.

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d. Sign off and acceptance of critical project milestones, identifying implementation challenges,
dependencies and integration points.
e. Facilitate rollout of new/upgraded solution. Formulate advice and review exit management
strategies and hand-over arrangements. Bidder shall provide knowledge transfer / handover
after the completion of the contract period and on successful delivery of services and formally
close the project. This process will be initiated 3 months before the ending of the project
contract. In order to align both the parties on transition modalities, Agency will submit an Exit
Management Plan before 6 months of the ending date of the contract. Exit Management Plan
will include following but limited to -
a. Details of inventory of all the assets, IT Infrastructure, source code its
location, condition, licenses, documents, manuals, etc. created under the
Project.
b. Roles and responsibilities of both the parties for regular activities and
support system implemented during project operations.
BEST will approve exit plan after necessary consultation and start preparation for transition.
7.19 Database Administration & Management Services
Implementation Agency shall be responsible for -

1. Provide physical and operating system/database support to the data base environments which
Implementation Agency establishes.
2. Monitor and report the performance of the database and recommend modifications to
improve the database performance.
3. Suggest, Maintain and/or implement database backup procedures to recover from a database
outage or corrupted databases within time frames specified in the Operations Manual.
4. Maintain physical database definitions and make them available to BEST.
5. Promote the database changes into the production environment as BEST approves.
6. Assist in problem determination and resolution of the same.
7. End-to-end management of database on an ongoing basis to ensure smooth functioning of
the same.
8. Management of changes to database schema, disk space, storage, user roles.
9. Conduct code and configuration reviews to provide tuning inputs to the User Department in
order to improve the application performance or resolve bottle necks if any.
10. Performance monitoring and tuning of the databases on a regular basis including, preventive
maintenance of the database as required.
11. Management of database upgrade or patch upgrade as and when required with minimal
downtime.
12. Regular backups for all databases in accordance with the backup and archive policies and
conduct recovery whenever required with appropriate permissions. Implement the database
encryption solution to ensure data security.
7.20 Hosting Service for products mentioned (Including DR)
Selected Implementation Agency should host the ERP solutions on MeitY empanelled cloud and the
system would be accessed over the Internet/ intranet. Post go live of Hosting of ERP Systems by

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Implementation Agency and Cloud service Provider the necessary ERP systems will be accessed by
BEST users and Citizens hence appropriate bandwidth provisioning need to be done by Bidder/CSP
for smooth functioning and access of all ERP system.
The IA and CSP together needs to make necessary provision for bandwidth scalability depending on
the user load. Apart from the Production Environment, IA shall maintain the Development,
Testing/QA, Training and Staging Environments as well in the same third party location. The software
application shall be developed / customized in a suitable environment as per agreement with the
department.
The Implementation Agency shall justify the choice of development environment. The application
shall be developed/customized and hosted as per ERP standard with commercially available tools.
The Implementation Agency shall list all tools to be used to develop, customize and maintain the
application, as well as the hosting platform, hardware and software. The Implementation Agency
shall be responsible for providing the Backup, Business Continuity Plan, Disaster recovery for the
application and Disaster Recovery Operational Plan.
Cloud Service Provider to bear the cost of tools, band width required for Data migration from Existing
BEST systems to new ERP systems and also for the entire contractual period at no extra cost to
BEST. They should also consider Database growth and scalability of the ERP system in terms of
compute, infrastructure Sizing (Hardware, network, bandwidth, firewall, webserver, application
server, database server, IOPs, CPU, Memory, Storage) while submitting the commercial bid. Please
check the Annexure XII Current Data Sizing of BEST Systems.
The CSP should provide VPN access required for administration of all the ERP systems at BEST at no
extra cost to BEST. The Implementation Agency and CSP should provide at least 50 VPN Access for
administration purpose of the servers hosted at CSP location.
The CSP should implement EMS Tools required for various reports like Average Response Time
during peak usage hours, application uptime, Database performance etc.at no extra cost to BEST.
The Implementation Agency should prepare and submit a detailed plan during execution of order
with following details: Mapping of detailed hardware at primary site and DR site should be prepared
with detailed analysis including following parameters -
□ Cloud Solution requirements
□ VM Server Provisioning requirements
□ Storage Requirements
□ Network interfaces requirement
□ Network throughput requirement
□ Backup requirement
□ Detailed planning of hardware deployment and configuration should be submitted to BEST.
The configuration planning should include following details.
□ Network architecture planning including
a. VLAN configuration planning
b. IP address planning
c. Subnet planning and routing planning
□ Firewall configuration planning
□ Backup methodology
□ Failover mechanism for replication links
On acceptance of the Implementation Plan by BEST, the Implementation Agency shall implement the
cloud solution and offer for testing.
Roles and Responsibilities of Cloud Service Provider (CSP)

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The Implementation Agency will be responsible for providing a tier 3 or above Cloud site within
India, where BEST applications will be hosted. Following are the requirements w.r.t. Cloud Hosting -
□ The Cloud site must be within India.
□ Cloud Service Provider to provide best Hardware sizing for selected ERP solution along
with the other products mentioned in this document.
□ The DR (Disaster Recovery) site of the Cloud must be in India must be offered as part of
the cloud solution to BEST.
□ The service provider shall develop, prepare and provide a Cloud Solution Implementation
Plan. The Implementation Plan shall have the detailed design, specifications, drawings
and schedule along with inspection and test plan, risk matrix and risk mitigation strategy,
training material and documentation for all deliverables
□ The service provider shall provision the cloud infrastructure, as and when ordered by
BEST, as per scope of work defined in subsequent sections.
□ Responsible for the replication of data between the proposed Cloud Solution site and own
DR Site. The service provider will be responsible for commissioning the bandwidth, as
required by BEST, for replication of data and the SLA for the replication of data will be
attributed to the service provider.
□ The Cloud Service Provider shall offer DR as a service for all resources offered on main
(primary) cloud site.
□ The solution is envisaged for application level recovery scalable to site level recovery
based on the impact of the disaster.
□ Network setup (including switches, routers and firewalls) and uninterrupted network
availability through a network link dedicated for connecting between the main DC site, DR
site and Cloud site.
□ Necessary support in bringing the machines to login level in case of disaster / DR drills.
□ Network setup (including switches, routers and firewalls) and uninterrupted network
availability through a network link dedicated for connecting between the main DC site, DR
site and Cloud site.
□ Shared storage sizing for Cloud Hosting requirements.
□ Provisioning, configuring and managing FC-IP router for DC to DR replication in case the
proposed solution requires FC-IP router.
□ Support during the recovery operations of data from DR site.
□ Ensuring related DNS changes for internet, application availability and integrity, and
database synchronization with application at DR site.
□ 24x7x365 support for Hardware restoration (from self and OEMs used), managed hosting
support (including L1, L2, and L3 support), Uptime commitment up to OS levels, managed
& monitored backup and backup retention (as per period required by BEST), OS
provisioning & management, dedicated security services operations, etc.
□ Monitoring and maintenance reports over a monthly basis and as and when required.
□ Availability of server logs/ records for audits.
□ Access to monitoring tools for measuring the service levels, application performance,
server performance, storage performance and network performance.
□ Support in audit of the entire system on an yearly basis.
□ Review and suggest modification in Disaster recovery plans and guidelines for BEST
providing details of -
□ The key persons to be contacted during the disaster

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□ The various activities to be done by vendor and BEST for complete operations from
DR site and restoration of operations to main production (cloud) site.
□ On expiration / termination of the contract, handover of complete data in the desired
format to BEST which can be easily accessible and retrievable.
□ Compliance process to the defined international standards and security guidelines such as
ISO 27001, ISO 20000, ITIL etc., for maintaining operations of cloud and ensuring privacy
of BEST data. For the same an audit will have to be conducted on a periodic basis as per
the requirements in this RFP document.
□ The Cloud infrastructure and BEST data must be maintained ONLY at the location of the
identified Cloud Hosting site. Data can only be moved to other site in case of any
emergency with prior approval of BEST concerned authority.
□ Scaling the server and storage infrastructure up or down based on the needs of BEST.
□ In case of reverse replication, since the DR site would be acting as main site, all the
necessary support to run the environment has to be provided by the Cloud service
Provider.
□ Reverse Replication is necessary and envisaged when the DR site is acting as the main
site. The solution should ensure consistency of data in reverse replication till the
operations are not being established at the Cloud site. The RPO would be applicable in
reverse replication also. The entire data should be made available for restoration at
Primary Data Centre. Restoration at Primary Data Centre will be the prime responsibility
of IA (Application and Cloud Service Provider).
□ It will be the Cloud Service Provider's responsibility to ensure that back up data is in a
format that is restorable at Cloud Site or DR Site.
□ Detailed RACI matrix for the same is to be provided by Bidder/CSP.
Cloud Service Provider Requirements

The Cloud Service Provider should offer the following -
i. The CSP/Service Provider shall comply or meet any security requirements applicable to
CSPs/Service Providers published (or to be published) by MeitY or any standards body
setup / recognized by Government of India from time to time and notified to the
CSP/Service Providers by MeitY as a mandatory standard.
ii. The CSP/Service Provider shall meet all the security requirements indicated in the IT Act
2000, the terms and conditions of the Provisional Empanelment of the Cloud Service
Providers and shall comply with the audit criteria defined by STQC.
The CSP should be empanelled member of MeitY / DIT for the cloud service provisioning.
The CSP should comply with following as per MeitY CSP Guidelines/ Contractual Terms.
Information Security: One of the most critical issues that need to be addressed is the security of
data. This issue further poses a significant risk if the data is sensitive in nature.
a) Certification/Compliance:
□ ISO 27001 - Data Center and the cloud services should be certified for the latest version of
the standards.
□ ISO/IEC 27017:2015-Code of practice for information security controls based on ISO/IEC
27002 for cloud services and Information technology.
□ ISO 27018 - Code of practice for protection of personally identifiable information (PII) in
public clouds.

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□ ISO 20000-9-Guidance on the application of ISO/IEC 20000-1 to cloud services.

□ PCI DSS - compliant technology infrastructure for storing, processing, and transmitting credit
card information in the cloud – This standard is required if the transactions involve credit card
payments.
b) Privacy and Security Safeguards:
The following privacy and security safeguards should be ensured by the CSP
□ Avoid Security Hazards with the Cloud
□ No Disclosure about the information
c) Location of Data (text, audio, video, or image files, and software (including machine images),
that are provided to the CSP for processing, storage or hosting by the CSP services in connection
with the Department's account and any computational results that a Department or any end user
derives from the foregoing through their use of the CSP’s services) shall be as per the terms and
conditions of the Empanelment of the Cloud Service Provider.
Managed Services Requirements: The below are managed services requirements that CSP
should provide to BEST.
Backup Services
1. The CSP should configure, schedule and manage backups of all the data including but not limited
to files, folders, images, system state, databases and Enterprise applications as per the policy
defined by MeitY or the BEST.
2. The CSP shall be responsible for file system and database backup and restore services. As part of
the responsibilities, the CSP should -
a. Perform and store data and file backups (process of duplicating the customers “to-be-backed-
up” “Target Data”) consisting of an initial full back up with daily incremental backups for files;
b. For the files, perform weekly backups;
c. For the databases, perform a twice weekly full database backup, with a three times daily
backup of database log files;
d. Cloud platform should provide Encryption of all backup files and data and management of
encryption keys as a service that can be enabled for BEST that require such a service.
e. Monitor and manage backup activity;
f. Restore the requested data with the objective to initiate a minimum of 95 percent of the total
number of restore requests per calendar month within a two hour timeframe for data that can
be restored from a local copy;
g. Retain inactive versions of backed up flat files for 30 days and the last version of a deleted file
for 60 days;
h. Retain database backups for thirty (30) days;
i. Perform administration, tuning, optimization, planning, maintenance, and operations
management for backup and restore;
j. Provide and install additional infrastructure capacity for backup and restore, as required and;
k. Perform backup on the next scheduled backup window in case of any scheduling conflicts
between backup and patch management.
Disaster Recovery & Business Continuity Services

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1. In addition to the Primary DC, the CSP is responsible for Disaster Recovery Services so as to
ensure continuity of operations in the event of failure of primary data center and meet the RPO
and RTO requirements.
2. RPO should be less than or equal to 2 hours and RTO shall be less than or equal to 4 hours.
The key transaction data shall have RPO of 15 minutes. However, during the change from DC
to DRC or vice-versa (regular planned changes), there should not be any data loss. There shall
be asynchronous replication of data between Primary DC and DRDC and the CSP will be
responsible for sizing and providing the DC-DR replication link so as to meet the RTO and the
RPO requirements.
3. The Primary DC and the DRC should be in different seismic zones.
4. The DRC can be offered from a traditional Data Center Facility and all the relevant mandatory
requirements defined for the Primary Data Center as indicated below apply for the Disaster
Recovery Center -
a. Deployment Model Specific Requirements as mentioned in this RFP
b. General Requirements as defined in this RFP
c. Service Level Agreement Management as defined in this RFP
d. Operational Management as defined in this RFP
e. Data Management as defined in this RFP
f. User/Admin Portal Requirements in this RFP
g. LAN / WAN Requirements as mentioned in this RFP
h. Data Center Facilities Requirements as mentioned in this RFP
i. Security Requirements as defined in this RFP
j. Legal Compliance Requirements in this RFP
k. Management Reporting Requirements in this RFP
l. Exit Management and Transition Requirements as mentioned in this RFP
5. In case of any disaster, the security posture of the DR site shall be identical to the posture
provided in the DC.
6. The disaster recovery site shall have the similar environment (physical & IT), processes, and
controls (security, etc.) as that of the primary DC. During normal operations, the Primary Data
Center will serve the requests. The Disaster Recovery Site will not be performing any work but
will remain on standby. During this period, the compute environment for the application in DR
shall be available but with minimum possible compute resources required for a functional DR as
per the solution offered. The application environment shall be installed and ready for use. DR
Database Storage shall be replicated on an ongoing basis and shall be available in full (100% of
the PDC) as per designed RTO/RPO and replication strategy. The storage should be 100% of
the capacity of the Primary Data Center site.
7. In the event of a site failover or switchover, DR site will take over the active role, and all
requests will be routed through that site. Application data and application states will be
replicated between data centers so that when an outage occurs, failover to the surviving data
center can be accomplished within the specified RTO. This is the period during which the
Compute environment for the application shall be equivalent to DC. The installed application
instance and the database shall be usable and the same SLAs as DC shall be provided. The use
of this Full Compute DR environment can be for specific periods during a year for the purposes
of DC failure or DR Drills or DC maintenance. The Database and storage shall be of full capacity
and the licenses and security shall be for full infrastructure. The bandwidth at the DR shall be
scaled to the level of Data center. Users of application should be routed seamlessly from DC
site to DR site. The CSP shall conduct DR drill for two days at the interval of every six months

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of operation wherein the Primary DC has to be deactivated and complete operations shall be
carried out from the DR Site. However, during the change from DC to DRC or vice-versa
(regular planned changes), there should not be any data loss.
8. The CSP shall clearly define the procedure for announcing DR based on the proposed DR
solution. The CSP shall also clearly specify the situations in which disaster shall be announced
along with the implications of disaster and the time frame required for migrating to DR. The
CSP shall plan all the activities to be carried out during the Disaster Drill and issue a notice to
the Department at least two weeks before such drill.
9. The CSP should offer dashboard to monitor RPO and RTO of each application and database.
10. The CSP should offer switchover and switchback of individual applications instead of entire
system.
11. Any lag in data replication should be clearly visible in dashboard and alerts of same should be
sent to respective BEST authorities.
Data Management: It will be the responsibility of CSP to -
□ Manage data isolation in a multi-tenant environment.
□ Provide tools and mechanism to the BEST or its appointed agency for defining their backup
requirements & policy.
□ Provide tools and mechanism to the BEST or its appointed agency for configuring, scheduling,
performing and managing back-ups and restore activities (when required) of all the data
including but not limited to files, folders, images, system state, databases and Enterprise
applications in an encrypted manner as per the defined policy.
□ Transfer data back in-house either on demand or in case of contract or order termination for
any reason.
□ Manage data remanence throughout the data life cycle.
□ Provide and implement security mechanisms for handling data at rest and in transit.
□ CSP shall not delete any data at the end of the agreement (for a maximum of 45 days
beyond the expiry of the Agreement) without the express approval of the BEST.
□ When the BEST or CSP (with prior approval of the BEST) scale down the infrastructure
services, CSP shall be responsible for deleting or otherwise securing BEST‘s Content/data
prior to VM deletion and in case deleted, shall ensure that the data cannot be forensically
recovered.
User/Admin Portal Requirements

The CSP should provide below mentioned mandatory requirements for all cloud deployment models.
1) Utilization Monitoring -
a. Provide automatic monitoring of resource utilization and other events such as failure of
service, degraded service, etc. via service dashboard or other electronic means.
b. Real time performance thresholds
c. Real time performance health checks
d. Real time performance monitoring & Alerts
e. Historical Performance Monitoring
f. Capacity Utilization statistics
g. Cloud Resource Usage including increase / decrease in resources used during auto-scale
2) Trouble Management -
a. Provide Trouble ticketing via online portal/interface (tools).
3) User Profile Management -

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a. Support maintenance of user profiles and present the user with his/her profile at the time of
login
7.21 Virtual Machine Requirements
The below requirements are mandatory to be complied with for the Implementation Agency / CSP -
The service shall be available online, on-demand and dynamically scalable up or down per request
for service from the end users (BEST or BEST’s nominated agencies) with two factor authentication
via the SSL through a web browser.
1. Service shall provide auto-scalable, redundant, dynamic computing capabilities or virtual
machines.
2. Service shall allow BEST authorized users to procure and provision computing services or
virtual machine instances online with two factor authentication via the SSL through a web
browser.
3. Service shall allow users to securely and remotely load applications and data onto the
computing or virtual machine instance from the SSL VPN clients only as against the public
internet.
4. Perform an Image backup of Customer VM Image information or support the ability to take
an existing running instance or a copy of an instance and export the instance into BEST’s
approved image format.
5. Configuration and Management of the Virtual Machine shall be enabled via a Web browser
over the SSL VPN clients only as against the public internet.
6. In case of suspension of a running VM, the VM shall still be available for reactivation for a
reasonable time without having to reinstall or reconfigure the VM for the BEST solution. In
case of suspension beyond a reasonable time, all the data within it shall be immediately
deleted/ destroyed and certify the VM and data destruction to the BEST as per stipulations
and shall ensure that the data cannot be forensically recovered.
7. CSP shall ensure that VMs receive OS patching, health checking, Systematic Attack Detection
and backup functions.
8. Monitor VM up/down status and resource utilization such as RAM, CPU, Disk, IOPS and
network.
9. Provide hardware or software based virtual load balancer Services (VLBS) through a secure,
hardened, redundant CSP Managed Virtual Load Balancer platform.
10. Provide hardware or software based virtual load balancing as a service to provide stateful
failover and enable Customers to distribute traffic load across multiple servers.
11. Support Clustering
12. Operating System (OS)
a. Service shall support one or more of the major OS such as Windows, LINUX.
b. Management of the OS processes and log files including security logs retained in guest
VMs;
c. Provide anti-virus protection;
d. Provide OS level security as per CSP standard operational procedures as defined in the
Information Security Controls for Cloud Managed Services and supporting
documentation;
13.Persistence
a. Persistent Bundled Storage is retained when the virtual machine instance is stopped or

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b. Non-Persistence – Non-Persistence Bundled Storage is released when the virtual

instance is stopped. If quoting Non-Persistence VM, the CSP shall provide VM Block
storage.
14. RAM (Random Access Memory): Physical memory (RAM) reserved for virtual machine
instance or Computing supporting a minimum of 1GB of RAM. Memory (RAM) requirement
should be different for different type of servers such as web servers and database servers.
15. Disk Space options allocated for all virtual machines and file data supporting a minimum of
40GB bundled storage.
16. Virtual Machine Block Storage Service Requirements -
a. Service shall provide scalable, redundant, dynamic Web-based storage.
b. Service shall provide users with the ability to procure and provision block storage
capabilities for cloud virtual machines remotely with two factor authentication via the
SSL through a web browser.
c. Service shall provide block storage capabilities on-demand, dynamically scalable per
request for virtual machine instances.
d. Block Storage – Once mounted, the block storage should appear to the virtual
machine like any other disk.
e. Storage Space: Online, on-demand storage volumes of arbitrary size ranging from 1
GB to at least 1 TB.
f. Input/Output (I/O) Requests: Input/Output requests on block storage.
17. BEST shall retain ownership of all virtual machines, templates, clones, and scripts/applications
created for the Department’s application.
18. BEST shall retain the right to request full copies of these virtual machines at any time.
19. BEST shall retain ownership of Department loaded software installed on virtual machines and
any application or product that is deployed on the Cloud by the Government Department.
20. Support a secure administration interface - such as SSL/TLS or SSH - for the BEST designated
personnel to remotely administer their virtual instance.
21. Provide the capability to dynamically allocate virtual machines based on load, with no service
interruption.
22. Provide the capability to copy or clone virtual machines for archiving, troubleshooting, and
testing.
23. Cloud provider should offer fine-grained access controls including role based access control,
use of SSL certificates, or authentication with a multi-factor authentication.
24. Cloud service should support auditing with features such as what request was made, the
source IP address from which the request was made, who made the request, when it was
made, and so on.
25. BEST should be permitted to bring and upload additional properly licensed non-operating
system software for operation in cloud as required for the BEST solution for use within the
Services by installing it directly on a VM for any Integration of ERP System to ERP or other
non- ERP systems required by BEST.
26. RAM or CPU of virtual machine should scale automatically whenever there is spike in load to
deliver application availability even during spike in load.
27. Provide facility to configure virtual machine of required vCPU, RAM and Disk.
28. Provide facility to use different types of disk like SAS, SSD based on type of application.
7.22 Cloud Storage Requirements

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Listed below are mandatory requirements to be provided by CSP for all cloud deployment
models. The service shall be available online, on-demand, and dynamically scalable up or down
per request for service from the end users (BEST/Citizens) with two factor authentication via the
SSL through a web browser.
1. Service shall provide scalable, redundant, dynamic storage.
2. Service shall provide users with the ability to procure storage with two factor authentication
via the SSL through a web browser and manage storage capabilities remotely via the SSL VPN
clients as against the public internet.
3. Service shall provide storage capabilities on-demand, dynamically scalable per request and
management of the storage via the SSL VPN clients as against the public internet.
4. Storage Space: Online, on-demand virtual storage supporting a single storage sizes in
multiples of 1 GB.
5. Data Transfer Bandwidth: Bandwidth utilized to transfer files/objects in/out of the providers
infrastructure supporting a minimum of 100GB of data transferred (in and out) within 1 hour
via the network.
6. There shall not be any additional costs associated with data transfer over and above the
ordinary bandwidth charges, or for bulk transfer for BEST.
7.23 Acceptance Criteria for Data Centre
Once the centralized MeitY empaneled third party location is ready for hosting the application,
the service level parameters related to the Data Centre shall be tested. After successful testing,
the application will be hosted for live usage. After successful commissioning all the concerned
service level parameters shall be tested. The Implementation Agency shall also provide
documentation related to the support required at the hosting environment, which shall follow
the ITIL (Information Technology Infrastructure Library) standards. The Minimum list of
documents includes -
a. Computing infrastructure bill of material
b. Details of the Manpower Support
c. Process documentation: The IA shall be responsible for preparing process documentation
related to the operation and maintenance of the application at primary site. The prepared
process document shall be approved by BEST before completion of Operational Acceptance.
The initial list of the Process Documentation are -
i. Data Backup policy and the Security
ii. Security Policy
iii. Configuration details of Routers, Switches, Firewall, IPS, etc.
BEST may modify the list time to time based on the policies. The Implementation Agency shall
adhere to the policies drafted and enforced by BEST, like security policy, etc. Tests such as
infrastructure testing, data integrity testing, etc. shall be conducted on the Data Centre during its
acceptance. Proper documented evidences shall be submitted by the Implementation Agency on the
above test results for the acceptance of DC.
7.24 Change Management Workshops
The service provider shall conduct training sessions, explaining features of the Cloud system and how
to use these features for in case of any departmental requirement. The training material (master
copy) will be provided by the solution provider. Hands on training sessions should be of about one

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day duration and shall be conducted at BEST. The training shall be provided by a trained &
experienced professional having excellent communication skills. BEST will be providing
desktops/OHP/necessary infrastructure to trainers. The training should be at no extra cost to BEST.
The bidder will submit two hard copies of the orientation and technical training to BEST.
Sr. Type of Target No. of sessions Duration Manual /
No. Training Audience (Batch size =20) per Session Material
Required
(Yes / No)
Technical BEST IT Staff 1 per Quarter for
1 2 Days Yes
Session 1st Year
Technical 1 per year for 2nd
2 BEST IT Staff 2 Days Yes
Session year onwards
7.25 Security Requirements for CSP
Listed below are mandatory requirements applicable for all cloud deployment models provided by
CSP.
1. CSP is responsible for provisioning, securing, monitoring, and maintaining the hardware,
network(s), and software that support the infrastructure and present Virtual Machines (VMs)
and IT resources to the BEST.
2. In case, the CSP provides some of the System Software as a Service for the project, CSP is
responsible for securing, monitoring, and maintaining the System and any supporting
software. IA/CSP is responsible for securing and maintaining the all the products as
mentioned in this document.
3. The Data Center Facility shall at a minimum implement the security toolset: Security & Data
Privacy (Data & Network Security including Anti-Virus, Virtual Firewall, Multi Factor
Authentication, VPN, IPS, Log Analyzer / Syslog, SSL, DDOS Protection, HIDS / NIDS, Rights
Management, SIEM, Integrated Vulnerability Assessment, SOC, Private Virtual Zones, Data
Privacy, Data Encryption, Certifications & Compliance, Authentication & Authorization, and
Auditing & Accounting)
4. Meet the ever evolving security requirements as specified by CERT-In (http://www.cert-
in.org.in/)
5. Meet any security requirements published (or to be published) by MeitY or any standards
body setup / recognized by Government of India from time to time and notified to the CSP by
MeitY as a mandatory standard
6. MeitY and BEST reserves the right to verify the security test results.
a. In case of the Government Community Cloud, MeitY and BEST reserves the right to verify
the infrastructure.
7. Implement industry standard storage strategies and controls for securing data in the Storage
Area Network so that clients are restricted to their allocated storage.
8. Deploy public facing services in a zone (DMZ) different from the application services. The
Database nodes (RDBMS) should be in a separate zone with higher security layer.
9. Ability to create non-production environments and segregate (in a different VLAN) non-
production environments from the production environment such that the users of the
environments are in separate networks.
10. Cloud offering should have built-in user-level controls and administrator logs for transparency
and audit control.

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11. Cloud Platform should be protected by fully-managed Intrusion detection system using
signature, protocol, and anomaly based inspection thus providing network intrusion detection
monitoring.
12. Cloud platform should provide Edge-to-Edge security, visibility and carrier-class threat
management and remediation against security hazards like Denial of Service (DoS) and
Distributed Denial of Service (DDoS) attacks, botnets, etc. Also, shall provide protection
against network issues such as traffic and routing instability.
13. Cloud platform should provide Web Application Filter for OWASP Top 10 protection as a
service that can be enabled for BEST that require such a service.
14. Access to BEST provisioned servers on the cloud should be through SSL VPN clients only as
against the public internet.
15. Virtual Machines should not have console access.
16. Cloud Service provider shall allow audits of all administrator activities performed by BEST and
allow BEST to download copies of these logs in CSV format.
17. Maintain the security features described below, investigate incidents detected, undertake
corrective action, and report to Government Department, as appropriate
18. Deploy and update commercial anti-malware tools (for systems using Microsoft operating
systems), investigate incidents, and undertake remedial action necessary to restore servers
and operating systems to operation.
19. Shall provide consolidated view of the availability, integrity and consistency of the
Web/App/DB tiers
20. CSP should enforce password policies (complex password, change password in some days
etc.)
21. Shall be contractually subject to all BEST IT Security standards, policies, and reporting
requirements. The CSP shall meet and comply with all BEST IT Security Policies and all
applicable BEST standards and guidelines, other Government-wide laws and regulations for
protection and security of Information Technology.
22. Shall generally and substantially and in good faith follow BEST guidelines and CERT-In
Security guidance. Where there are no procedural guides, use generally accepted industry
best practices for IT security.
23. Conduct regular independent third party assessments of the CSP’s security controls to
determine the extent to which security controls are implemented correctly, operating as
intended, and producing the desired outcome with respect to meeting security requirements
and submit the results to BEST.
24. CSP is responsible for mitigating all security risks found and continuous monitoring activities.
All high-risk vulnerabilities must be mitigated within 30 days and all moderate risk
vulnerabilities must be mitigated within 90 days from the date vulnerabilities are formally
identified. BEST will determine the risk rating of vulnerabilities.
25. BEST has the right to perform manual or automated audits, scans, reviews, or other
inspections of the CSP’s IT environment being used to provide or facilitate services for the
Government Department through a MeitY's designated third party auditor. CSP shall be
responsible for the following privacy and security safeguards -
a. CSP shall not publish or disclose in any manner, without BEST’s written consent, the
details of any safeguards either designed or developed by the CSP under the Agreement
or otherwise provided by the GoI& Government Department.
b. To the extent required to carry out a program of inspection to safeguard against threats
and hazards to the security, integrity, and confidentiality of any non-public Government

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data collected and stored by the CSP, the CSP shall afford the BEST logical and physical
access to the CSP’s facilities, installations, technical capabilities, operations,
documentation, records, and databases within 72 hours of the request. Automated audits
shall include, but are not limited to, the following methods -
i. Authenticated and unauthenticated operating system/network vulnerability scans
ii. Authenticated and unauthenticated web application vulnerability scans
iii. Authenticated and unauthenticated database application vulnerability scans
7.26 Testing Requirements for CSP
Following cloud resource deployment/provisioning, the testing of the same at Cloud site becomes
very important. Therefore the service provider must perform following testing -
□ Infrastructure testing - The bidder should perform various testing procedures listed below on
infrastructure (server, storage and network infrastructure) provided at Cloud site.
□ VM testing
□ Storage/Disk IO testing
□ Network throughput testing
□ CPU and RAM benchmarking testing
□ Read/Write latency testing
□ Data Integrity Testing, Reverse Replication Testing and Switch over testing: The Cloud Service
Provider will facilitate the DR Vendor and FMS vendor of BEST to carry out these testing,
whenever required.
Server Monitoring, Administration: The activities shall include -

□ Configuration of server parameters, operating systems administration and tuning.
□ Operating system administration, including but not limited to management of users,
processes, resource contention, preventive maintenance and management of updates &
patches to ensure that the system is properly updated, with minimum or no downtime.
□ Re-installation in the event of system crash/failures.
□ Maintenance of a log of the performance monitoring of servers including but not limited to
monitoring CPU, disk space, memory utilization, I/O utilization, etc.
□ Event log analysis generated in all the sub systems including but not limited to servers,
operating systems, applications, etc. Ensuring that the logs are backed up and truncated at
regular intervals.
□ Periodic health check of the systems (covering all cloud resources offered.), troubleshooting
problems, analyzing and implementing rectification measures
□ If the CSP fails to meet the guidelines & standards as set by GoI within the timeframe set by
MeitY, the BEST reserves the right to terminate the contract and request to move to a
different CSP that meets the mandatory
□ CSP shall be responsible for the following privacy and security safeguards:
□ a. CSP shall not publish or disclose in any manner, without the BEST’s written consent, the
details of any safeguards either designed or developed by the CSP under the agreement or
otherwise provided by the BEST or Government of India.
□ b. CSP shall adhere to the privacy safeguards as laid down by the MeitY and BEST.
□ c. To the extent required to carry out a program of inspection to safeguard against threats
and hazards to the security, integrity, and confidentiality of any non-public Government data

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collected and stored by the CSP, the CSP shall afford the MeitY or its nominated agency
access to the CSP’s facilities, installations, technical capabilities, operations, documentation,
records, and databases.
□ d. If new or unanticipated threats or hazards are discovered by either the MeitY or BEST,
Government or the CSP, or if existing safeguards have ceased to function, the discoverer shall
immediately bring the situation to the attention of CERT-In and the other party.
Operation Management: It will be the responsibility of CSP to -

□ Manage the network, storage, server and virtualization layers, to include performance of
internal technology refresh cycles applicable to meet the SLAs
□ Provide a secure, dual factor method of remote access which allows the BEST designated
personnel (privileged users) the ability to perform duties on the hosted infrastructure
□ Upgrade and periodically replace hardware without financial impact to the BEST. All the data
within it shall be immediately deleted/destroyed and certify the VM and data destruction to
the BEST as per stipulations and shall ensure that the data cannot be forensically recovered.
□ Perform patch management appropriate to the scope of their control and/or Provide self-
service tools to perform patch management.
□ Alerts well in advance on the upcoming patches via email and management portal.
□ Patch VMs on the next available patch management change window and / or provide
self-service tools to patch VMs.
□ Application of automated OS security patches (where OS is the responsibility of the
CSP) and / or provide self-service tools for application of OS security patches.
□ Send regular reminders to the BEST designated email address five (5) days prior to
patch cut-off dates
□ OS level vulnerability management – all OS images created within the cloud platform are
regularly patched with the latest security updates or the latest security updates are available
to the BEST along with the self-service tools to apply the patches as per the requirement of
the BEST.
□ Provide the artifacts, security policies and procedures demonstrating its compliance with the
Security Assessment and Authorization requirements as described in Security Requirements in
this RFP.
□ Monitor availability of the servers, CSP -supplied operating system & system software, and
CSP’s network
□ The CSP is fully responsible for tech refreshes, patch management and other operations of
infrastructure that is in the scope of the CSP.
□ Investigate outages, perform appropriate corrective action to restore the hardware,
operating system, and related tools
□ CSP should manage CSP provisioned infrastructure including VMs as per the ITIL standards.
□ Comply with technology refresh requirements as required so as to upgrade any technology
prior to reaching end of life / end of support and as well as to ensure security requirements
and service level agreements (SLA) are met.
□ Software (limited to OS, security solutions and other platform stack where offered by the CSP
to the BEST) will never be more than two versions behind unless deferred or rejected by
BEST. This is not applicable to software such as cloud management stack (provisioning,
orchestration and metering, etc.)
Operational Acceptance: Operational Acceptance shall commence on the system, once the system
is commissioned to a period of maximum 30 days. Operational Acceptance will only be provided

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after cloud resources and provisioned and switchover testing (as applicable) has been completed.
Switchover testing would include:
□ Switch over of application from DC to DR as per defined RTO and RPO
□ Switch over applications from DR to DC as per defined RTO and RPO
□ Complete Data Replication and Reverse Data Replication as per RPO
□ Fully functional application while DR site is operational as confirmed by BEST end users of
application
The service provider will have to facilitate the operational acceptance tests. Operational acceptance
tests will be performed by BEST; however the Cloud Service Provider will have to facilitate operation
acceptance during commissioning of the system (or subsystem[s]), to ascertain whether the system
(or major component or Subsystem[s]) conforms to the scope of work, including, but not restricted
to, the functional requirements. The service provider will have to facilitate the testing of all
applications from BEST users during the operational acceptance.
After the Operational Acceptance is completed, the Service provider may give a notice to BEST’s
Project Manager requesting the issue of an Operational Acceptance Certificate. Within fourteen (14)
days after receipt of the Service provider’s notice, the Project Manager shall -
□ issue an Operational Acceptance Certificate; or
□ notify the Service provider in writing of any deficiencies or other reason for the failure of the
Operational Acceptance Tests; or
□ If the System or Subsystem fails to pass the Operational Acceptance Test(s), then either -
□ BEST may consider terminating the Contract, or
□ BEST to fulfill its obligations under the Contract, the Service provider shall be deemed to have
fulfilled its obligations with respect to the relevant technical and functional aspects of the
Contract.
If within thirty (30) days after the receipt of Service provider’s notice, Project Manager fails to issue
the Operational Acceptance Certificate or fails to inform the Service provider in writing of the
justifiable reasons why the Project Manager has not issued the Operational Acceptance Certificate,
the System or Subsystem shall be deemed to have been accepted as of the date of the Service
provider’s said notice. Operational Acceptance has to be performed for each phase.
Help Desk /Customer Support: The Bidder shall provide a centralized helpdesk/ customer care
center telephone number/ E-mail/ fax number for attending user request/ complaints at no extra cost
to BEST. The helpdesk/customer care centre shall operate during working hours as per BEST for the
support period. A detailed escalation plan shall have to be submitted before the commissioning of the
services, consisting of not more than 4 tiers from helpdesk to Global/Country Service Manager.
The service provider shall provide an incident tracking system via a web interface / mail / IVR,
available in real-time which will issue a trouble ticket once a complaint is booked successfully where
SLA’s can be calculated at no extra cost to BEST . This trouble ticket system should be capable of
generating monthly/quarterly/half yearly/yearly reports.
The help desk service will serve as a single point of contact for all incident and service requests at
the Cloud Service Provider. The activities related to Cloud shall include the following -
□ Solution should comprise of a completely automated system of raising issues on a portal
through web / intranet, call logging, ticket generation, sending alerts on email and escalation
to the cloud administrators and end users.
□ The solution provider shall ensure that if any tickets pertain to action from their end, these
calls are fully responded by the professional team.

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□ Provide Help Desk facility during agreed service period window for reporting user department
incidents / issues / problems with the IT infrastructure.
□ Provide necessary channels for reporting issues to the help desk.
□ The Help desk shall log user calls related to Cloud Solution and assign an incident/ call ID
number. Severity shall be assigned to each call as per the SLAs.
□ Creation of knowledge base on frequently asked questions to assist user departments in
resolving basic issues themselves Track each incident / call to resolution.
□ Provide feedback to callers.
□ Analyze the call statistics.
□ Creation of knowledge base on frequently asked questions to aid users. Any call logs and its
associated resolution shall be stored in knowledge management database for future
reference.
□ Escorting of BEST IT department executives to the server farm area (for any inspection etc.)
will be done by helpdesk team.
□ Continuous monitoring of cloud based IT infrastructure at the site to ensure availability as
per agreed SLAs.
□ Escalate the calls, to the appropriate levels, if necessary as per the escalation matrix agreed
between the IA and the user department. The escalation matrix shall be developed by the IA
in discussion with the department.
□ Analyze the incident/ call statistics and provide monthly reports including but not limited to:
o Type of incidents / calls logged
o Incidents / calls resolved
o Incidents / calls open
Provisioning Cloud Services for additional quantities at same rate: The rates offered by
Bidder/ Cloud Service Provider must be valid for entire contract/project duration. No variation in
these quoted rates shall be allowed during this period. BEST will have liberty to order additional
cloud service items, at the rates offered in the commercial bid.
MIS/SLA Reports required to be submitted by CSP: Deliverables listed below should be

accessible via online interface not later than 10 days after the end of the calendar month and
available for up to one year after creation. The information shall be available in format approved by
MeitY. The CSP shall monitor and maintain the stated service levels as agreed in the Service Level
Agreement between the BEST and IA/CSP. The IA/CSP should configure their tool to track and
monitor the SLA and the same system generated SLA reports should be submitted along with the
invoice for payment.
Cloud Service Provider shall submit the reports on a regular basis in a mutually decided format. The
Cloud Service Provider shall workout the formats for the MIS reports and get these approved by the
BEST within a month of being awarded the contract. The following is only an indicative list of MIS
reports that may be submitted to the BEST -
1. Service Level Management
a. Service Level Management reports to be submitted as mentioned below
b. Service Availability at the VM & Service Availability at the Storage Level (Measured as
Total Uptime Hours / Total Hours within the Month) displayed as a percentage of
availability up to one-tenth of a percent (e.g. 99.5%)
c. Text description of major outages (including description of root-cause and fix)
resulting in greater than 1-hour of unscheduled downtime within a month

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2. Network and Security Administration (including security breaches with classification,

action taken by the CSP and current status) related reports
3. Help Desk / Trouble Tickets raised by BEST
a. Number of Help Desk/customer service requests received.
b. Number of Trouble Tickets Opened
c. Number of trouble tickets closed
d. Average mean time to respond to Trouble Tickets (time between trouble ticket opened
and the first contact with customer)
e. Average mean time to resolve trouble ticket
4. Monthly utilization (including peak and non-peak volumetric details) of the Service
Offerings for the respective BEST
5. Centralized Monitoring & Management and Reporting with -
a. Alerts on event threshold and policy based actions upon deviations.
b. Internet & Intranet Data Transfer
c. Virtual Instances (vCPU, vMemory, Storage and Network Port) configuration and
utilization
d. Storage Volume (Read/Write and IOPS)
e. Load balancer
f. Application Services
g. Database Monitoring
h. Reports on non-conformance and escalation for privileged access by unauthorized
roles/ identities
6. BEST will have ten (10) business days, to review, accept or reject all deliverables. Any
comments made by the BEST shall be addressed and a revised deliverable submitted
within five (5) business days after the receipt of the comments/rejection, unless a further
time extension for incorporating the comments is approved by BEST.
7. Third Party Audit Certification (at the cost of CSP) every six months indicating the
conformance to the requirements detailed in this RFP of the empaneled cloud service
offerings which are being used by the BEST.
8. Any other reports as deemed required by BEST from time-to-time.
a. Daily reports
□ Summary of issues / complaints logged at the Help Desk
□ Summary of resolved, unresolved and escalated issues / complaints
□ Summary of resolved, unresolved and escalated issues / complaints to vendors.
□ Log of backup and restoration undertaken
b. Weekly Reports
□ Summary of systems rebooted.
□ Summary of issues / complaints logged with the OEMs.
□ Summary of changes undertaken in the Data Centre including major changes like
configuration changes, patch upgrades, etc. and minor changes like log truncation,
volume expansion, user
□ Creation, user password reset, etc.
□ Report for Security Breaches if any and action taken by CSP
□ Hypervisor patch update status of all servers including the Virtual Machines
c. Monthly reports

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□ Component wise server as well as Virtual machines availability and

□ resource utilization
□ Consolidated SLA / (none) - conformance report.
□ Summary of component wise uptime.
□ Log of preventive / scheduled maintenance undertaken
□ Log of break-fix maintenance undertaken
□ All relevant reports required for calculation of SLAs
d. Quarterly Reports
□ Consolidated component-wise availability and resource utilization.
□ The MIS reports shall be in-line with the SLAs and the same shall be scrutinized by
the BEST
The Cloud Service Provider will also provide any other report requested by the BEST or any other
agency approved and authorized by BEST.
Security Audits
The Cloud Service Provider’s services offerings should be audited and certified by STQC/MeitY.
The Cloud Service Provider’s services offerings shall comply with the audit requirements defined
under the terms and conditions of the Provisional Empanelment of the Cloud Service Providers (or
STQC/ MeitY guidelines as and when published).
The Audit, Access and Reporting Requirements should be as per the terms and conditions of the
Provisional Empanelment of the Cloud Service Provider.
The service provider shall conduct vulnerability and penetration test (from a third party testing
agency which may be CERT-IN empaneled) on the proposed Cloud solution in every 6 months and
reports should be shared. The service provider needs to update the system in response to any
adverse findings in the report, without any additional cost to BEST. BEST may also depute auditors
to conduct security check/ vulnerability test/penetration test.
Additionally, the Cloud Service Provider shall ensure all newly deployed Infrastructure is in compliant
with all applicable regulatory requirements and with BEST quality standards including BEST IT
policies.
Exit Management and Transition Requirements: Listed below are mandatory requirements
applicable for CSPs-
1. Continuity and performance of the Services at all times including the duration of the Agreement
and post expiry of the Agreement is a critical requirement of the BEST. It is the prime
responsibility of CSP to ensure continuity of service at all times of the Agreement including exit
management period and in no way any facility/service shall be affected/degraded. Further, CSP is
also responsible for all activities required to train and transfer the knowledge to the Replacement
Agency (or BEST) to ensure similar continuity and performance of the Services post expiry of the
Agreement.
2. At the end of the contract period or upon termination of contract, CSP is required to provide
necessary handholding and transition support to ensure the continuity and performance of the
Services to the complete satisfaction of BEST.
3. CSP shall support the BEST in migration of the VMs, data, content and any other assets to the
new environment created by the BEST on alternate Cloud Service Provider’s offerings to enable
successful deployment and running of the BEST’s solution on the new infrastructure. CSP shall
certify the VM, Content and data destruction to the BEST as per stipulations and shall ensure that
the data cannot be forensically recovered. CSP shall have the responsibility to support and assist

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the BEST till the Department is able to successfully deploy and access the services from the new
environment.
4. CSP shall not delete any data at the end of the agreement (for a maximum of 45 days beyond
the expiry of the Agreement) without the express approval of the BEST.
5. During the exit/transition management process, it is the responsibility of the CSP to address and
rectify the problems with respect to migration of the Department application and related IT
infrastructure including installation/reinstallation of the system software etc.
6. The ownership of the data generated upon usage of the system, at any point of time during the
contract or expiry or termination of the contract, shall rest absolutely with BEST.
7. During the contract period, the CSP shall ensure that all the documentation required by the BEST
Department for smooth transition including configuration documents are kept up to date and all
such documentation is handed over to the department during the exit management process.
7.27 Integration of ERP Project at BEST

The following integration activities are included in the scope of the project -
□ Mobile apps at BEST: All the existing mobile apps of BEST should be mapped under one
mobile application
□ Integration with GIS : Integration of GIS for Public Sector is very crucial and
important. IA to ensure that the new ERP PROJECT is integrated with the GIS systems
of BEST using ERP Geo Framework for SAP
□ Integration with SCADA
□ Integration with MDM, DAMS – Future requirement
□ Integration with AMR
□ Integration with non-ERP systems – Integration with BEST’s HRMS, Core Accounting,
Materials Management systems and any other existing / future systems
□ Integration of all the existing BEST Services with Email and SMS Gateway :All the
existing BEST Services availed to the citizen are integrated via email and SMS
Gateway. Implementation Agency/CSP to ensure that Email and SMS Gateway
integration should be done.
□ Integration with Payment Gateway: Integration with existing Payment Gateways at
BEST and new payment gateways as and when required in future.
□ Integration with Active Directory
□ Integration with Digital Signature : with entire ERP Systems wherever
required/applicable.
□ Integration with Printers, RFIDs, QR Code Scanners, MICR Scanners.
□ Integration with Call Center facility provided to Electricity consumers
7.28 Legacy Applications at BEST

Listed below are the only basic overview of Legacy systems which are currently in use at BEST. It is
suggested that the Bidder should do a complete study of the existing legacy applications and then
provide the solution.
Sr. No. Application Technology used
Front End: JSP/ Servlets
CTAS Application: Computerized
1. Database: MS SQL 2014
Time Attendance System (CTAS)
Operating System: MS Windows 2012 R2
2. Employee Service Record (SR) Front End: JAVA Based Web Application

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Database: MS SQL 2014

Front End: JAVA Web Based
Employee Grading
3. Database: MS SQL
Operating System: MS Window 2012 R2
Front End: JAVA Based Web Application
Annual Confidential Report
(ACR)
Front End: .NET
5. Security Pass Entry Application Database: MS SQL 2014
Front End: .NET
6. Case Diary (Legal Department Database: MS SQL 2014
Core Accounting, Financial Front End: JAVA Based Web Application
7. Accounting, Case Accounting & Database: MS SQL 2014
Asset Management Application Operating System: MS Windows 2012 R2
Real Estate Application in Core
Accounting
Operating system: Windows 10
Front End: CLIPPER, FOXPRO
Database :Dbase
Payroll Application, Income Tax OperatingSystem:UBUNTU
9. and Union Membership Front End / back End: MFCOBOL
application
Database: MS SQL 2014
Front End: JSP / Servlets

Establishment/ Welfare
Application
Operating System: MS WINDOWS 2012 R2
11. Provident Fund Application Database: MS SQL 2014
Operating System: MS WINDOWS 2012 R2
Front End: .NET
Electricity Billing and
Online Customer Care System
Operating System: CENTOS (for billing)
Front End / back End: MFCOBOL (for billing)
Operating System: Ubuntu
Front End: JSP / WebJAVA / Servlets / Spring MVC
OLIS and WEBOLIS
13. .VPower Utility Softwareal Fox pro
APPLICATION
Database: MySQL, VFP (VPower Utility Software Fox
pro)

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Operating system: Windows 8

14. Stream Front End: CLIPPER8
Database: Dbase
Some of the other applications currently in place are mentioned below -

Document Management System
BEST has to manage large volumes of documents of various categories. These documents can be
Policies, Forms, Acts and Regulations, Circulars, Guidelines and Standards and Manuals. Maintaining
a central repository of document helps to have a single repository of documents from where all
departments / users can access the information. Without extra effort of going through the manual
processing and paper work, easily locate the file or document. Uniform distribution of information
allowing access to the latest version of document is made available.
Traffic Application
The applications of Traffic Department are developed by BEST internal IT Team. But now it is being
transformed into ITMS (Intelligent Traffic Management System), for that a separate vendor has been
on boarded and the development is under process.
Mobile Applications –
Mobile app for Mains Engineer O&M - integrated with OLCCS.
Mobile app for dashboard to provide MIS
Mobile app for Meter Reading: Mobile application to collect Meter reading data from site.
Mobile app for Fuse Man: Mobile Application built for Supply department using .NET API.
MiBEST Mobile App: BEST supply department uses this mobile Billing application for departmental
purposes, it was developed by BEST IT Team.
BEST PARIWAAR Mobile App: This Mobile app is built for BEST Employees, this application helps
employee to view his /her SR details, payslip, PF details, Leave details, LTA, ITAX, etc. Phone diary is
also available in this mobile application.
Ntracker Mobile App: This Mobile application is built for BEST Supply Department outdoor staff.
Work allocation, managing field duty staff, their attendance, Overtime payment, Casual labour
attendance.
LMS : Mobile app for Leave management
eOffice :used as an electronic file transfer application and is integrated with Digital Signature
BEST Websites:www.bestundertaking.com , www.bestundertaking.co , olccs.bestundertaking.net
The BrihanMumbai Electric Supply & Transport Undertaking of the BrihanMumbaiMagarpalika website
is http://www.bestundertaking.com/in/. IA will be required to integrate all the existing
links/Urls/applications used by BEST into one Single Window using ERP Enterprise Portal.
www.bestundertaking.co and olccs.bestundertaking.net are the websites maintained by IT
Department.
7.29 Existing functionalities required with additional scope
1. Asset Management Scope in the new ERP Project -

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IA would be responsible to map all the existing Assets spread across various departments of BEST
with the new ERP solution. There should be integration of Asset Management with GIS, SCADA,
AMR, and MDAS and that should be done by IA. It is expected that the proposed solution should be
able to perform the following activities -
□ Define the Asset Type
□ Create Asset Categories (Class and Sub Class)
□ Define Category Sets/Asset Groups
□ Associate and confine the Category Sets to the Asset Group
□ Define the Organization Level Default Cost element
□ Define the Organization Level Default Cost Category
□ Define the Maintenance Activities &Schedule based on criticality of assets or past history of
assets to breakdown"
□ Define Asset Activity Association Templates
□ Define relationship between Asset Groups, Asset Categories and Activities/ associate Activity
Templates to the Asset Groups
□ Attach Documents (that are generic to all the assets under that group) to the Asset Groups
□ Define organization wise maintenance work request approval
□ Workflow should be triggered depending upon the priority
□ Organization and Department wise approvers (Department Heads) for Work Request
Approval.
□ Define Asset Numbering format that is unique across the Business Group
□ Define Asset Number Creation mode
□ Associate the asset Tag number with the maintainable asset.
□ Define default WIP accounting classes for each maintenance organization.
□ Define the default department for the maintenance organization. Parent child relationship
need to be established.
□ Define the Location/ Areas for the asset deployment and define the same.
□ Define the asset owning departments and respective departments should be responsible for
their maintenance activities.
□ Enable workflow for work orders. Work order should have all tasks related to that work on
one order.
□ Identify whether work order approval is required for the maintenance organization or not
□ "Ability to define the parameters/ elements based on which the work order will be approved
through different levels/ department heads. The parameter level may include:
□ Organization
□ Work Order Type (Planned/ Breakdown/ Preventive/ Major and Minor etc.)
□ Work Order Priority
□ Asset Group
□ Asset Priority
□ Asset Criticality
□ Work Order Activity
□ Work Order Estimated Cost
□ Work Permits required or not
□ Define the Activity Types, Activity Causes, Activity Sources, Activity Priorities
□ Define Asset Sensitivity/ Risk Levels for each Maintainable Asset.
□ Define the Work Request Types/ at Business Group Level & entity level
□ Define the Work Request Priorities (Business Group)

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□ Define the Work Order Types (Business Group Level)

□ Define the Work Order Priorities (Business Group Level)
□ Define the Asset Warranty Status Code (For example Under Warranty/ Warranty Expired)
□ Define the warranty expiration periods for the assets
□ Define special attributes required for capturing the details such as -
□ Technical Information
□ Additional Warranty Information
□ Dependent Assets
□ AMC Contractor and his validity Details
□ Insurance
□ Asset Loaned to whom
□ Any other attribute that may be required for maintaining Maintenance Asset Register
□ Define different Preventive Maintenance Sets as per the groups of scheduled
maintenance activities (Daily/Weekly/ Monthly etc.). System should be combine work
order schedule as well as a monthly schedule, the work order at the beginning of
month should combine both the tasks in a work order
□ Define preventive maintenance sets that can be used across the organizations.
□ Automatically schedule the Preventive Maintenance Schedule / Schedule Templates
Schedule to generate work orders
□ Automatically schedule the Preventive Maintenance Schedule / Schedule Templates
Schedule to generate work orders
□ Identify and set up Assets Running to Failure so that their work orders are manually
generated instead of automatic scheduling.
□ "Ability to define Scheduling based on the following rules -
a) Time Based PM Schedule Definition Fixed Day"
b) Time Based PM Schedule Definition
c) Meter Based PM Schedule Definition Fixed Meter
d) Meter Based PM Schedule Definition Fixed Interval
e) Single Activity PM Schedule Definition
f) Multiple Activity PM Schedule Definition
Time and Meter Based PM Schedule Definitions
g) Preventive Maintenance Schedule to Generate a Specific Dates for every Year
□ Maintenance Cost Report Drilling down should be possible to see element wise cost
break up. Develop a Maintenance Cost Summary Dashboard Page by-
a) Fiscal Year"
b) Fiscal Quarter
c) Fiscal Period
d) Asset Group
e) Maintenance Organization Name
□ "Maintenance Cost Report Drilling down should be possible to see element wise cost
break up. Create a Maintenance Cost Details Report By: Asset Group"
□ Cost Analysis based on Organization's Analysis Code periodic review of maintenance
costs
a) Estimated Maintenance Cost
b) Estimated Maintenance Cost percentage
c) Actual Maintenance Cost
d) Actual Maintenance Cost percentage

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e) Variance
f) Variance percentage
□ Report to identify those assets where a PM jobs was still had resulted in Break Down
and hence the resulting BD cost
□ "Breakdown Cost & Preventive Cost Analysis Report. Maintenance Cost Report Drill
down should be there to see element wise cost by Group"
a) Preventive Cost
b) Preventive Cost percentage
c) Breakdown Cost
d) Breakdown Cost percentage
2. Advanced Metering Infrastructure (AMI)

There are two types of AMI in the BEST Undertaking
1. Consumer AMI- Implementation of Smart Metering.
2. System Metering AMI – For Energy Accounting
2.1 Consumer AMI- Implementation of Smart Metering
It is proposed to replace about 20,000 nos. of high value consumer meters of cycle
19,21, 24 and 35 by the smart Meters as per the IS-16444 and IS-15959.The Meters shall
be based on GPRS communication and having DLMS Protocol. These meters data shall be
collected in the MDM.
2.2 Energy Audit AMR - As per the regulation energy audit at various voltage level is
mandatory. For this ABT, HT and DT meters are to be installed at various voltage level for
the entire BEST. The EFPI relays will be installed at all the incomers of all DSS, which will
be integrated with the AMR system. This will help in sectionalizing the faults and early
restoration of electric supply. It is also suggested to go for the energy audit up to the
service position level to find out the commercial loss of electric supply. This system will be
based on the reading carried out by vendors through their MDAS and it should be
integrated with our proposed MDM. Vendor will be asked to give FMS for 5 years and
there will be SLA on the reading. Required energy auditing reports should be available in
the system. Relation of HT meters to consumer meters is to be maintained for loss
analysis. Data needs to be submitted / uploaded on Govt. Portals like PFC, UrjaMitra etc.
2.3 The MDM shall be such that it should be capable of operating all the functionality of Smart
Meters.
3. Consumer Indexing -
Power is received from TATA at BEST Receiving Stations at 110 / 33 / 22 kV which is further stepped
down to 11 kV. Electrical Network right from TATAs Incomer to Consumer’s Service is maintained in
Consumer Indexing Module in a hierarchy shown below. 98.5% Consumers are indexed in the
system. Consumers affected on a particular network are identified from indexing and Supply
interruptions SMSs are sent to affected consumers. Outages are also reported at UrjaMitra for first leg
feeders. Feeder wise consumer added for a specific period is required to be extracted from Consumer
Indexing.

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7.30 Functional Requirements Specification
The IA shall do a Business Requirements Study for departments of BEST considered under scope.
The As-Is processes and To-Be processes of each of these department shall be prepared and
studied by the IA. Though enough care has been taken to include processes and functions in RFP,
there could be more processes which may need to be captured by the bidder. IA has to ensure
functional compliance requirements of BEST as given below. However, the list given below is not an
exhaustive list. The IA is expected to capture the detail reporting requirements of all the
Departments mentioned in ‘BEST Department-wise activities’ based on discussions with the
Departments and activities covered in current legacy applications in use.
The IA shall also identify the customizations that need to be made to the ERP product & submit a
Business solution blueprint, Solution Architecture and Gap Analysis document. The document will
indicate the additions/ modification that need to be made to the business processes if any in view
of the ERP implementation.
It is the responsibility of the IA to demonstrate the best practices available in the proposed ERP
and how these best practices affect and can be implemented in the existing business processes.
IA has to do self-Certification for the functionality defined below. In case anything is found not true
during project period, the penalty of Rs.10,000/- per functionality will be charged. Remark should
be given for each functionality as given below. Marks will be given on the basis of ‘Remark’. -
Readily available - ‘Y’
Can be customized- ‘C’
Not Supported - ‘N’
The Bidder has to submit the response to the Functional requirements specification in excel format.
Power Utilities
Work order
Work Flow
Meter Reading, Billing & Invoicing
Customer Payment & Account
Customer Interface & Consumer Services
Integration with Other Applications
S. No. Requirement Enter Only If ‘Y’
Y-Readily or ‘C’
available then
C-Can be provide
customized Module
N-Not Name
Supported
1 General
1.1 Work Orders
1.1.1 To create, maintain historic records and delete Work Orders

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1.1.2 To create a work order for all types of work by estimating

the job duration and allocate a work priority. The work
order shall also identify crew (s) allocated to the work,
description of the work and the duration of the work. It is
likely that for Emergency work, the Work Order details
could be provided in via an electronic interface email / SMS
1.1.3 The Work Order reference number should accommodate

existing numbering and naming conventions used
1.1.4 To define critical dates against a Work Order e.g. Required
By date, planned start date, planned end date, job duration
etc.
1.1.5 The Work Order details should include but not be limited to
–
□ Work Order type (e.g. corrective, preventive,
breakdown etc.)
□ Sub categories within a Work Order type
□ Detailed description
□ Work Order tasks
□ Planned start/end date and duration for work
□ Object requirment (e.g. equipment, function,
location)
□ Work instructions/tasks
□ Any safety procedures
1.1.6 To create multiple Work Order tasks against a Work Order

1.1.7 To define work requirements (plan/ labour/ equipment/
other) against the Work Order
1.1.8 To assign and review Work Order priorities
1.1.9 To postpone Work Orders to a certain date
1.1.10 To make changes to a Work Order

1.1.11 To view details of any outstanding Work Orders on specific
reason
1.1.12 To record the status of a Work Order via user defined
variables e.g. partially closed, closed etc.
1.1.13 To generate Work Orders based on the triggers. Work
Orders may be generated in the following ways –
□ Automatically
□ Automatically requiring approval / authorization
□ Manually
1.1.14 To automatically identify and waive a Work Order, if a
previous activity has already taken place that satisfied the
work requirement
1.1.15 To approve work orders on-line via workflow is required. If
a work order is not approved within a specified time it
should be forwarded to the next appropriate person
1.1.16 To maintain, complete and close Work Orders online

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1.1.17 To adjust all elements of the Work Order including -

□ Materials
□ Resources
□ Timings
1.1.18 To create and issue an emergency Work Order that does
not require approval. An audit trail will record the user who
authorized the Work Order
1.1.19 To attach documents to a Work Order including detailed
work instructions, safety requirements and checklists,
drawings etc. Upon issue of a Work Order, it should be
optional as to whether attachments are printed
automatically or at the discretion of the user
1.1.20 To review and print any technical information associated
with the work
1.1.21 To specifically target a group of Work Orders during a
search - based on Work Order fields populated by the user
1.1.22 To notify relevant personnel or issue a warning/alarm, if a

Work Order has not been completed after certain period of
time
1.1.23 Once work has been scheduled, provision (with approval
mechanism) has to be made for issuance of material. The
system should have the capability of viewing the current
stock position at the time of material indent. eg. Meter
installation
1.1.24 To dispatch work to crews automatically (Manually function
should be able to overwrite the automatic function.) based
on user defined criteria
1.2 Workflow
1.2.1 To perform work flow and job tracking functionalities
1.2.2 The Work flow functionality should be able to be structured
according to BEST’s business processes
1.2.3 To provide a graphical representation of a process in terms
of –
□ Roles
□ Tasks
□ Tools
□ Processes
1.2.4 The work flow functionality should be able to define process
rules with help options from drop down lists
1.2.5 Based on certain process options and actions, the work flow
function should be able to create work units and link them
to appropriate equipment information
1.2.6 To utilize standard jobs and job estimates in the creation of
Work Flow related jobs/work parcels
1.2.7 The work flow should be able to automatically alert or notify
on –
□ Tasks Completion
□ Approval
□ Exceed Service Levels
□ To Prioritize Work – Automatically and Manually
□ To conduct statistical analysis such as: average time

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to complete, average workload (by individual and

work groups) etc.
□ To support work steps and control elements such
as:
- Sending & editing messages
- Scheduling
- Creating text documents & notes
- Setting & monitoring deadlines
- Escalation of overdue activities etc.
1.2.8 To support electronic signature for document approval (if
required)
1.3 Work Completion
1.3.1 To record the maintenance history data against a
component/equipment that has had a work order is raised
against it. It should be possible to make this field
mandatory i.e. a job cannot be closed unless this field has
been entered
1.3.2 To capture all information relating to completed work
against a work order as part of the history database. Retain
the information as part of the history unless it is physically
removed from the system (e.g. through archiving exercise)
1.3.3 To record the return of materials that were issued against

the work order, but they were then not used
1.3.4 To record the fact that the work has been delayed due to
the materials not being available in time.
insufficient labour resources.
Lack of permit issue or any other user definable fields
1.3.7 To bulk close similar Work Orders meeting a user defined
time, cost, resource, status or other criteria
1.3.8 To close Work Orders automatically once the last Work
Order Task has been completed
1.3.9 To allow authorized employees to enter text in a free
format against the Work Order. These comments should be
able to be forwarded to concerned authority
1.3.10 To flag/warning work orders where the work order cost
exceeds the work estimate / budget for the month/year or
user defined approval limit
1.3.11 To automatically flag outstanding orders/costs when
attempting to close a Work Order
1.3.12 To close the work order partially subject to the approval of
competent authority
1.3.13 To completely close off work order. System should inform
user that all outstanding commitments and invoices have
been met. After this step, no more costs can be charged to
the order
1.3.14 To archive Work Orders after a defined period of time. It
should be possible to easily retrieve archived Work Orders
promptly

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1.3.15 Any associated time based or usage-based triggers should

be reset, if the related work has been completed.
"Completion" should be user defined e.g. partially closed
Work Order
1.3.16 Cause of failure, Testing/ Manufacturer’s report needs to be
captured at the time of completion of work order
1.3.17 To upload photo/ video of completed/ partially completed/
not done jobs
1.3.18 To return work order after assignment of the same
1.4 Maintain Bill of Material
1.4.1 To maintain the equipment list. The list should also include
the quantities of equipment involved
1.4.2 To maintain history of changes to equipment List. From
time to time equipment is reconfigured with alternative
equipment. History of such changes is required to be kept
1.4.3 To maintain reference to catalogue. For each equipment,
there is a requirement to include a cross reference to the
catalogue, to enable material identification and reservations
1.4.4 To maintain the document identification and document
contents in the document register. To maintain any links
between documents and any Equipment/ Component items
1.4.5 To maintain the drawing identification and drawing contents
in the drawing register. To maintain any links between
drawings and any Equipment/ Component items. It also
desirable to have the To mark-up/red line drawings on the
users screen and email the changes to an officer
responsible for updating the document
1.5 Analysis & Reporting
1.5.1 To list the amount of time taken to complete a Work Order
for making comparison against the planned / estimated
duration. This time analysis should be able to be classified
by work type or Work Order classification and be broken
down by work crew
1.5.2 To report on all Preventive maintenance work that has been
missed rescheduled or postponed
1.5.3 To list all Work Orders completed by a work group. It

should be able to compare this summary with the total
number of Work Orders scheduled for completion during
this period
1.5.4 □ To report on Work Orders that have been delayed/

cancelled due to –
□ Materials not being available in time for the
maintenance work
□ Insufficient internal / external labour resources
□ Lack of permissions being issued
□ Other user defined fields
2 Meter Reading, Billing & Invoicing
2.1 Consumer tagging and Route planning

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2.1.1 The software shall facilitate consumer tagging as per the

electricity distribution network (All 11KV Feeder Wise). The
binders can be re-organized substation wise, feeder wise /
distribution transformer wise / distributor-wise / service
wise
2.1.2 The software shall facilitate creation of route plans, route
maps to enable efficient billing in a timely manner and to
facilitate re-organization of existing networks, geographic
are etc., as desired by BEST
2.1.3 The software shall facilitate new consumer updating as and
when new consumers are added
2.1.4 The software shall have provision to implement billing at
desired periods and thus suitably re-organize the route
plans and consumer indices
2.2 Meter Reading Schedule
2.2.1 Master data preparation for Meter Reading. Yearly calendar
for scheduling meter reading program.
2.2.2 Dynamic manpower allocation
2.2.3 Incentive and bonus calculation for Meter Inspectors based
on job done and Leave Management. Reading application
should support meter reading through mobile app wherein
the reading file may be downloaded / uploaded remotely.
2.3 Record Meter Reading Results
2.3.1 Record meter reading results (for AMI/ Non-AMI meters).
Ability to collect, consolidate and validate usage data from a
standard usage collection product or directly from datasets
identified by the billing platform.
2.3.2 Process meter reading results, validations and adjustments
(pre-audit)
2.3.3 Ability to maintain history of meter reading data for 1 year
(online) and 3 years (should be available on request)
2.4 Tariff & Billing Rule Management
2.4.1 Enable UI based interface for configuring tariff (both
categories and components) and business rules (for
computation of average & provisional billing).
2.4.2 Have provisions for retrospective and prospective billing.
2.4.3 Have provision to calculate part bills with variable bill
period.
2.4.4 Enable end-users to define tariff category-specific & season-
specific bill computation
2.4.5 Re-bill provision should be therefor individual bill and
group/batch/cycle billing.
2.4.6 Provision for Multiyear tariff.
2.4.7 Provision to change the consumer class as and
when required.
2.5 General Billing Logic
2.5.1 Bill shall have automatic system generated number & date
2.5.2 □ Bill calculation logic –
□ Flexible for billing logic changes through central
location
□ Should be available for manual modifications

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□ Support part bill

□ Support final bills
□ Flexible for changes to billing cycle
□ Bill is available in soft & hard copy.
□ Ability to create bills in PDF,TEXT,HTML and DOC
format
□ Capable for individual / group bill generation
(monthly/bi-monthly/fortnightly) as per the tariff
order in force for the given period
□ Keeping disputed amount under deferral or hold
with or without Interest
□ Support, rebates like Solar/
Orphanage/handicap/High voltage etc., as per tariff
order in force
2.5.3 Transfer in billing logic –
□ Transfer from post-paid to prepaid and vice versa,
□ Un-metered to metered
□ Kwh to kVAh & vice versa
2.5.4 Meter data validation –
□ Identifying meter tampering, alerts to users
□ Identifying faulty meters & estimation of consumption
□ Accommodate multiple meter changes in a single
billing cycle
□ Analytical tool for generating reports on meter
tampering and loss analysis
□ Provision to generate auto triger exceptions before
bill processing.
□ Provision to generate autotriger exceptions before
bill processing.
2.5.5 Bill printing based on dispatch sequence –
□ Automatically select & print in desirable sequence
2.5.6 Group billing –
□ Common bill for a set of consumers having same
due date
□ Bill of multiple premises on a single bill
2.5.7 Bill printing flexibility –
□ Support existing bill format defined as per
Regulation for different categories
□ Support printing at work station or bases billing
centre
2.5.8 Interfacing with manual billing –
□ Capable of capturing inputs manually to update
customer database on bills with reasons
□ Capable of considering Credit / Debit adjustments
given by system / manually for billing
2.5.9 Bill on demand –
□ Generate duplicate bills at Back office
□ Support printing of past bills
2.5.10 Bill correction/amendment provisions –
□ Support manual/auto bill cancellation of current and
past bills as per BEST requirement. To maintain
history of frozen and cancelled bills. Should not
allow to cancel in between month’s bills. If any of
the past bills is to be cancelled, it shall be ensured

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that all the bills in sequence up to current month

should be cancelled. Then System to support rebill
either individually or individual monthly bill duly
prorating the consumption and applying slabs and
tariffs in force. Reversal of Cancelled bills of past
months shall reflect in the MIS under relevant
columns (Consumption, Rev, Tax, LPC etc.)
□ Support separate accounting for past and current
month/year
□ Reversal of sales (consumption & amount)
2.5.11 Change of billing cycle –
□ Change in billing Cycle with increase or decrease in
billing frequency
□ Change in reading dates
□ Rationalization of MRUs shall be possible
2.5.12 Interfacing with special drives–
□ Support instalments
□ Capable to track schemes
□ Capture details of the schemes
2.5.13 Penal Billing for unauthorized use of electricity –
□ Compute penal billing for un-authorized use of
electricity
□ Support assessment on CL/SL / MD etc.
□ Support assessment for meter error
□ Support penal tariff for theft or misuse
□ Support auto BBC/Short claim calculation
□ Calculation of Vigilance claim / Compounding
Charges
2.5.14 Linking consumer to appropriate tariff –
□ Auto-Linking consumer to appropriate tariff based
on the purpose of Connection
□ Support retrospective tariff changes
□ Support retrospective discounts
□ Support retrospective subsidy from Govt. /State
□ Display of subsidy details in the bills
2.5.15 Inclusion of Tax, past dues and surcharge/fine on past dues
–
□ Levy of Tax on eligible category of customers as per
rules
□ Inclusion of past dues and interest on it
□ Calculation of other dues like fines, interest for
belated payment, surcharges etc.
□ In case of any post facto extension provision to
automatically waive late payment s/c
2.5.16 Management of security deposit (SD) –
□ Shall capture and maintain separate account heads
for each of the type of deposit, Capture deposit
Type, Receipt No. Receipt date, Amount under
different group viz. (1) ISD/AISD/ASD, (2)
MSD/AMSD, (3) ACC, New Connection charges
□ Auto-debit of Additional SD in bills (ASD) after
annual auditing of SD during the first quarter of
every year or such interval as prescribed
□ Refund of excess SD after annual auditing of SD by

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way of adjustment in the current or future bills or

cash refund through approval chain
□ Refund of SD by way of adjustment in the final bills
on termination either consumer initiated or BEST
initiated
□ Transfer of partial or full SD against current or
future energy charges due to reduction of load
□ Annual Interest pay-outs on SD through auto credit
in bills duly after deducting TDS as per prevailing
Income Tax rules
□ Annual Interest pay-outs on SD through auto credit
in SD account duly after deducting TDS as per
prevailing Income Tax rules if SD held is less than
maintainable SD
□ Interest pay-out on SD as lump sum pay-outs
separately
□ Adjustment of SD as prepaid charges for any
consumer (ACC) shifting from post-paid to pre-paid
regime
□ Shall be flexible to incorporate rate of interest and
TDS centrally year on year
□ ETDS generation for Income Tax Department
(Change of validation software as per Income Tax
Dept. every year)
□ Additional SD Bill / Notice generation for shortfall of
SD
□ Conversion of Excess SD to Advance Payment
2.5.17 Estimate billing –
□ Generation of estimate bill as per existing practice
when meter reading is not available and re-
estimation of bill when reading is available including
computation of slab-wise fixed charge
□ Generation of estimate bill for theft & enforcement
□ Provision to incorporate change in estimation logic
2.5.18 All types of Defective Meter amendment should be prepared
after replacement / removal of meter and the same should
be effected in the latest bill.
2.5.19 Electronic dispatch of bills/availability of bills on internet
portal –
□ Electronic dispatch of bills
□ Availability of bills on internet portal of the utility
□ Due date & alert SMS
□ Generation of dis notices over web, mobile phones,
paper
□ Bill Delivery Tracking
2.5.20 Discontinuing billing after dismantling
2.5.21 Billing for temporary connections–
□ Billing for temporary connections
□ Renewals
□ Auto job creation for disconnection/final bill
□ Adjustment of ACC
□ Shifting of dues to permanent ACC No
2.5.22 Creation of monthly ledger with all break-ups (Example :
ACCNo, ID, SL/CD, Tariff, Opening Balance with all break

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ups viz. Rev, Int. on Rev, Tax, Int. on Tax, Misc., Prev.
Reading, Pres Reading, Diff, Multiplying Factor,
Consumption Slab wise, FC slab wise, Energy charges slab
wise, rebates, Excess load penalty, PF Surcharge, Delated
payment charges, Penal Interest, D&R Fee, other Debits,
Tax, Credits, adjustments, Govt. subsidy, Payments,
Incentives, payment cancellations, adj. of deposits, adj. of
Int. on Deposit, adj. of Itax on Int. on Deposit, write off,
closing balance with all break ups as available in the
database. (This is only an indicative)
2.5.23 Generation of monthly Debit Credit Report
2.5.24 Ledger Adjustment –
□ Support adj. – debit
□ Support adj. – credit
2.5.25 Last bill generation –
□ Last bill generation - customer initiated (out of
cycle)
□ Last bill generation - Utility initiated
2.5.26 Provision for holding printing bill till checked –
□ should have post billing filters to sort out abnormal
bills
2.5.27 Provision for –
□ Multilingual bill (Marathi, English, Hindi)
□ Net meter billing
□ Dual source energy meter billing
□ franchisee consumer
□ On-line bill of any individual consumer can be
generated from the system any time on the basis of
reading obtained at that time
□ Spot billing including optional spot collection
□ Street Light Billing
□ suspense a/c system
□ Advance Payment Module
□ On Demand Billing for Voluntary Disconnection
cases.
□ Disconnection notice generation
□ Generation of Cutting-Off jobs
□ Abatement, Revised Bill generation
□ Court case activity
□ Anti-Pilferage activity
□ Customized Closing activity
□ Letter of Credit (NC) and Bank guarantee system
(BG) involving Consumer, Discom, DF and vendor
□ Burnt Meter System
□ Vigilance claim and compounding charges and
Reviewing claim amount for settlement of claim
□ Short term supply billing like billing for Puja, etc
□ Long term temporary supply for construction, etc
□ Treasury Management system
□ CRM and Consumer Services system
□ Modification of due date for a segment of consumers
due to any unforeseen event like strikes, etc.
□ Change of consumer shall be possible across wards /
cycle / MRU

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2.5.28 Final reconciliation

2.5.29 Prepaid Metering
2.5.30 Related Analytics
2.5.31 Able to maintain the history of Bill generated for 1 year
(Online) and for 3 years (on request)
2.5.32 Provision of Mobile application for viewing billing details,
consumption, payment details, grievances, etc
3 Customer Payment & Account
3.1 Customer Payment
3.1.1 System should support group payment facility for
acceptance of one single payment for set of consumer
accounts. System should generate reconciliation repots for
the same
3.1.2 System must be capable of handling centralized or
decentralized payment processing
3.1.3 Linking payment to logging id –
□ System to capture payment details
□ Association of logging ids of persons receiving
payments
□ Association of logging ids of collection centres
receiving payments along with machine ID
□ Collection should be against specific bills/forms
3.1.4 Handling of Cheque –
□ Recognition of payment on receipt drawl date
□ Manage ChequeDishonour cases including Reversal
of payment, levy of handling charges, Notice
generation, blocking from making cheque payment
in future with appropriate message in the bill,
Option to restoration of cheque payment facility
3.1.5 System should generate centralized collection report and
closing of collection process (cash book) on daily basis with
relevant approval
3.1.6 System should support monthly payment reconciliation
process
3.1.7 To generate multi-language payment receipt
3.1.8 Adapt to different mode of collection. Capable to receive/
support –
□ Cash
□ Cheque
□ Demand draft
□ Credit card
□ Debit card
□ NEFT/RTGS
□ Wallets
□ E-payments
□ Online transfers/ Net banking NACH
□ Advance Payment without bill
□ Third Party Payment Agencies
□ Single Cheque against Multiple Payment and its
track
□ Automatic Information (SMS) on receipt of payment
□ Mass updating of Hand Receipts

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□ Group Billing and Group Payment

□ Anywhere Payment (AWP)
3.1.9 Daily reconciliation of cash and bank –
□ Handle daily reconciliation
□ Bank remittance
□ Reconciliation with bank statement
□ Cash Balance Report/Bank Reconciliation Report
3.1.10 The system should have the flexibility to accept full, partial
advance payments. The system should also have the facility
to centrally change these settings from time to time –
□ Flexibility to accept part payment
□ Flexibility to accept full payment
□ Provision to change these settings centrally
3.1.11 Interfacing with special drives
3.1.12 Generation of reminders/disconnection notice –
□ System to generate reminder SMS for due date, dis,
dismantling
□ System to generate reminder letters due date, dis,
dismantling
3.1.13 System To keep track of cancelled receipt –
□ Capable to cancel receipt before cash close, should
not allow to cancel after the cash collection once the
counter is closed
□ Keep details in the system
□ Print the same on the new receipt
□ Transfer from one account to another account
3.1.14 Offline collection
□ There could be collection points which may not have
the requisite connectivity to the application during
the course of the day; hence it is imperative to
collect the payment in offline mode through the
legacy application. Provisions should be built to
upload such collections into the system once
network connectivity is restored.
3.1.15 System should have the logic of defining the distribution of
the payments against the bills based on the specific order
or as defined by utility like Tax, Interest, Revenue etc. –
□ The priority of matching logic will be arrear first,
then current etc.
□ within each of the above three levels, matching
should be month-wise and then component-wise
w.r.t. Energy charge , Electricity Duty, Water
Conservation Cess, Urban cess etc.
□ Separate heads to be maintained in accounting as
regards to Arrears, SD, MTax, ED and FAC
3.1.16 System must be able to generate & send SMS/Email
automatically to customer for every payment received as
per the requirement and directions of BEST.
3.1.17 System must be able to accept vigilance claim payment /
compounding charges payment in full / installments for the
existing consumer / direct supply cases
3.1.18 Provision of online refund received through online
applications

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3.1.19 Provision of payment gateway through mobile app
3.2 Financial Accounting related to Customer Payment

3.2.1 The system shall have full-featured accounts-receivable
application that can feed transaction details to any General
Ledger (GL) application
3.2.2 Adjustments for Fees, Corrections, and Transfers shall be
used to represent any financial activity against a Service
Agreement. Adjustments shall be created, cancelled, and
frozen manually online, or uploaded in batch via an
interface. Some processes should automatically create
Adjustments as necessary.
4 Customer Interface & Consumer Services – Should
have multilingual option (Marathi, English, Hindi)
4.1 Manage New Consumer
4.1.1 The new connection module shall facilitate the entry of new
consumers into the system either by the way of 1) Keying
in the data 2) Importing from a third party system 3) Bulk
uploads 4) Bulk requisitions for new connections, etc.
4.1.2 The application shall have inbuilt document management
system for uploading and storing all the require documents
for new connection.
4.1.3 Online new connection with payment gateway integration
i.e. registration of all types of online applications and their
processing shall be comprehensively covered
4.1.4 Activity is to be integrated with the other related
departments like Planning Department, Projects
Department, Meters Department, vigilance, Erection
Department and Operation and Maintenance Department,
Audit/ Accounts for necessary approval/feedback.
4.1.5 The consumer shall be able to check online tracking of the
status of the applications and shall receive email, SMS alerts
on the application stage and status.
4.1.6 The modules shall incorporate all the existing stages and
business rules involved in processing the new consumer
application. Comprehensive dashboards and reports shall
depict the number of applications received and applications
at each stage and if the applications are being processed
within the regulatory standards.
4.1.7 The New Connection Module shall include O/S checking,
LCC checking, consumer number allocation. There should
be provision for integration of the new connection system
with the Site Office system, Enterprise asset management
and GIS.
Provision for Calculation and processing of Security Deposit
for New Connection and Additional Load are required.
Customer Data Management –
□ An account is always linked to a main customer
(person), who is financially responsible for the
account’s obligations. An Account may have multiple
additional contact Persons linked to it, and a Person
may have more than one Account. This shall allow

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for any variety of customer billing situations,

including spouses, personal and business accounts,
roommates, third-party guarantors etc.
□ Each Account shall belongs to a customer class,
which defines many rules in areas that include
budgets, payment distribution, and ovSAPayments
□ An Account shall remain linked to the financially
responsible parties indefinitely. There should no
need to set up a new Account when a customer
moves or purchases new services. This feature
facilitates both smoother customer service and
increased tracking of the customer’s history
□ This system shall allow an Account Management
Group to be associated with important accounts to
route account issues to specific staff for special
handling
4.2 Disconnection & Reconnection
4.2.1 The software shall have provision to identity the consumers
liable for disconnection and shall have provision to generate
notices, lists, send email and SMS alerts.
4.2.2 This shall have provisions to generate various reports for
enabling effective disconnection and reconnection
4.2.3 This shall have work flow based rules for long disconnected
consumers until they are permanently disconnected and
dismantled
4.2.4 The workflow for managing the process is defined below -
4.2.5 Generation of disconnection list as per COS and facility to
bulk update on a single screen –
□ Exclude exception cases - Open complaints pending
in customer care/ court/ other forums
□ Support classification of customers under regular,
temp dis, permanent dis, annulled customers. Sub-
category for permanent dis consumers having
arrears pending
□ Prioritize cases based on default amount/ Age/
Meter Reader / Tariff/ Binder wise/ Group wise or in
any combination
□ Capturing of non-disconnection reasons
□ System to capture pre-defined non-disconnection
reasons
□ Provision to add/delete/update the reasons
4.2.6 Support Payment extensions (Govt.)
4.2.7 Support payment in instalments
4.2.8 Auto generation of reconnection list, as per the requirement
of company and auto levy of Reconnection fee
4.2.9 Generation of dismantling list for removal of meter and
service line, support bulk update of dismantlement status
for deduction from Security Deposit automatically
4.2.10 Trigger for Security deposit adjustment

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4.2.11 Support Automatic Recovery process viz., termination of

notice, Final bill with adjustment of deposits, Form-A, B & C
and write-off of arrears once the installation is disconnected
for payment default and auto cancellation of recovery
process on receipt of payment before the expiry of
termination notice.
4.2.12 Support to carry forward recovery process to all migrated
inactive installations from the stage where it is left over.
4.2.13 Raise exception to field staff about payment received after
dis list is generated to avoid unnecessary trips
4.2.14 The system should be able to provide updates on the
customer status –
□ As Regular or Active
□ As disconnected
□ As Inactive
□ As Dismantled / Permanently Disconnected
4.2.15 Should have Linkage with New connection module to
support arrears settlement
4.2.16 Tracking and escalation of disconnection/dismantling
failures to utility defined higher authority
4.2.17 Support Termination of connection both consumer initiated
Installation surrender) and company initiated (Permanent
disconnection) with or without deposit adjustments, Refund
of Deposits/ Misc. / Revenue
4.2.18 Support arrears transfer from one installation to other
installation
4.2.19 Exception reports on payment by disconnected consumers
4.2.20 Provision of mobile application for viewing and updating
disconnection / reconnection details
4.3 System Support with Ticketing
4.3.1 The software should have online context sensitive help,
user manuals and centralized ticketing system for Support.
The application users shall have provision to raise tickets, a
unique ticket number shall be assigned. This shall have
tools to track the ticket number for status update and
resolution –
□ Maintain Contacts
□ Manage Customer Complaints (Commercial &
Technical)
□ Manage Customer Interactions including internet
self-service scenarios
□ Change password
□ Display bill (including cover sheet)
□ Display Bill History
□ Display and pay open items (by direct debit, either
as a one-off or repeatedly or credit card)
□ Enter meter reading
□ Display consumption history (also in graphical form)
□ Display load profile
□ Display payment and credit information
□ Initiate call-back
□ Use rate calculator

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□ Grant direct debit authorization

□ Manage Customer segmentation
□ Maintain Customer and Billing Addresses
□ Integration with the call centre / IVRS
4.4 Digitized customer self-service solution

4.4.1 Customer communication via SMS - text, email, push
notifications and IVR
4.4.2 Social media integration of all channels of BEST
i.e. Facebook/ Google etc.
4.4.3 Bill presentment and payments along with advanced
payment options like Auto Pay, Payment extension and spot
billing. Real-time payments using debit card, credit card,
ACH transfer, IVR payments
4.4.4 Customer view for Energy consumption and energy
disaggregation. The portal/app shall have the To display
consumption and payment history of the user in graphical
formats
4.4.5 To display single/multiple account information of the users
displaying information like account name, address, balance,
due, status etc. Any status message pertaining to the
account/s viz. alerts/actions shall be displayed
4.4.6 Customer will have the access to opt for marketing
preferences to receive notification from BEST
4.4.7 BEST communication to the customers for special schemes

like One-time settlement etc. by notifying the customers in
real-time
4.4.8 Proactive communication on planned outage along with
alerts and notifications on energy saving tips
4.4.9 View of net metering consumption data for solar roof top
customers
4.4.10 Customers view to report theft and communicate with BEST
for any query or complaint related to Billing, outage, meter
reading, registration, user account etc.
4.4.11 Mobile application for consumers wherever required.
4.5 Providing Electric Supply to consumers against
application through following workflows –
The modules shall incorporate all the existing stages and
business rules involved in processing. Comprehensive
dashboards and reports shall depict the number of
applications received and applications at each stage and if
the applications are being processed within the regulatory
standards. The application shall have inbuilt document
management system for uploading and storing all the
require documents.
4.5.1 New Connection (Tapping)
4.5.2 Extension / Reduction of Load
4.5.3 Part of Installation
4.5.4 Valid Reconnection
4.5.5 Temporary Connection
4.5.6 Shifting of Meter

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4.5.7 New Service Case

4.5.8 Higher Capacity Case
4.5.9 Shifting of Service
4.5.10 Relaying of Service
4.6 Consumer Complaint, request in respect of Billing
and other request through following workflows –
The modules shall incorporate all the existing stages and
business rules involved in processing. Comprehensive
dashboards and reports shall depict the number of
applications received and applications at each stage and if
the applications are being processed within the regulatory
standards. The application shall have inbuilt document
management system for uploading and storing all the
require documents.
4.6.1 High Consumption
4.6.2 High Bill
4.6.3 Low Consumption
4.6.4 Low Bill
4.6.5 Nil consumption
4.6.6 Nil Bill
4.6.7 Wrong reading
4.6.8 Change of Name
4.6.9 Vacating of Premises
4.6.10 Change Of tariff
4.6.11 Change Of tariff(Consumer)
4.6.12 Refund of Security Deposit i.e SD (Move Out )
4.6.13 Refund of Security Deposit i.e. SD( Active)
4.6.14 Reconnection
4.6.15 Meter Removal on request with account closure
4.6.16 Meter Removal on request without account Closure
4.6.17 Burnt Meter Request
4.6.18 Meter Stolen
4.6.19 Duplicate Bill
4.6.20 Correction in Master Data
4.6.21 Correction in Billing Address
4.6.22 Technical Complaints
4.6.23 Meter Seal/Glass Broken
4.6.24 Obstruction in Meter Reading
4.6.25 Unauthorized Use Of Load under section 126
4.6.26 Wire/Meter/Meter Board Hanging
4.6.27 Building Collapse/Fire/Shock/Fatal Accident
4.6.28 Meter Inaccessible
4.6.29 Theft of Energy
4.6.30 Meter not found
4.6.31 Consumption in vacant premises
4.6.32 Meter cabin not traceable

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4.6.33 Meter reading not taken

4.6.34 Smokey Meter/Meter No. not visible/Rusty
4.6.35 Change of Contract Demand
4.6.36 Change of Cycle
4.6.38 Change of Ward
4.6.39 Debit-Credit Adjustments
4.6.40 Deletion of Security Deposit
4.6.41 Accepting Additional Security Deposit
4.6.42 Meter Removal from vacant premises
4.6.43 Set/Reset Dispute Flag
4.6.44 Tampered Meter
4.6.45 Tampered meter Direct
4.6.46 Account Closure without Meter
4.6.47 Meter Insertion
4.6.48 Abnormal bill
4.6.49 Disconnection utility
4.6.50 Dunning process
4.6.51 Wrong power factor
4.6.52 Meter replacement
4.6.53 Mass meter replacement
4.6.54 Preparation of Vigilance claims and inclusion of the same
against consumer number
4.7 Utilities analytics Portal for BEST
4.7.1 360-degree view on customer engagement analytics with
BEST KPI specific dashboards
4.7.2 On-the-fly changes to the portal through utility analytics
portal which will be available to BEST customers in real-
time
4.7.3 User management roles for application which includes role
assignments, granting and revoking the access to special
features to the users of BEST
4.7.4 View for BEST customer care executives to look up all
customer interactions and resolve customer complaints and
queries with minimum possible turnaround time
5 Integration with Other Applications
5.1 Website, Payment Gateway, existing mobile applications
5.2 Integration with Meters (CMRI, AMI, MDM, Mobile
applications, etc.)
5.3 Integration with various existing and proposed systems of
BEST such as AMI Head End System (HES), MDMS, GIS,
Core Accounting, HRMS, etc.
5.4 Interface with Data Logger - including PDA or any other
device for download of data for meter reading. Upload of
meter reading data into the application from data-loggers

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5.5 A comprehensive Customer Portal and Native mobile app

should be integrated with BEST backend systems and
provide an integrated complete system for self service
capabilities like billing, usage management, raising new
connection etc. Customer Portal/native mobile app solution
will provide real time two-way communication between
BEST and its customers. The web portal and native mobile
app solution will support multiple languages –
English/Marathi/ Hindi etc. for better communication
experience of BEST customers
5.6 Printer Interface - Raw Data Interface (RDI), or customized
interface to external printing system
5.7 Call Centre/ Customer Interface ( Call Centre facility/
application, the bidder should be able to provide required
integration
6 Other Functionalities -
6.1 Energy Auditing
6.2 Preparation of SOP data / Preparation of RTI data
6.3 Following reports are required by Regulatory Cell for
submission to MERC along with MYT/MTR Petitions.
-
□ Balance Sheet
□ Profit and Loss Account
□ Cash Flow statement
□ Reserves and Surplus
□ Trade receivables
□ Cash & Cash equivalents
□ Revenue from Operations, Other Income, Non-Tariff
Income, Others
□ Cost of Power Purchase
□ Finance Costs, Depreciation & Amortization
Expenses
□ Administration & General Expenses, Administration
& General Expenses - Details of remuneration to
Statutory Auditors (excluding Service Tax)
□ Other Debits, Tax Expense - Income Tax/Deferred
Tax
□ Prior Period Items
□ Customer Sales
□ Wheeling charges
□ Voltage wise Sales
□ Distribution Losses
□ Energy Balance
□ Demand & Supply Position
□ Power Purchase Expenses
□ Power Procurement Quantum
□ Administration & General Expenses
□ Non-Tariff Income
□ Provision for bad and doubtful debts
□ Income Tax
□ Revenue from Sale of Electricity forFY x+1 – x+2

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and FY x+2 – x+3

□ Expected Revenue at existing Tariff for FY x+3 –
x+4
x+5
x+6
□ Expected Revenue at proposed Tariff for FY x+4 –
x+5
□ Expected Revenue at proposed Tariff for FY x+5 –
x+6
□ Cross-subsidy Trajectory
□ Billing Efficiency and Collection Efficiency
□ Trajectory for Billing Efficiency and Collection
Efficiency
□ Payment Efficiency
□ Rebate given to Consumer Category
□ Truing-Up Summary - FY x+1 – x+2 and FY x+2 –
x+3
□ ARR Summary for FY to FY
□ Other Expenses
□ Revenue Gap /Surplus
6.4 Computation of Tax on Sale of Electricity (Green Cess) data

and Maharashtra Tax data
6.5 Preparation of JEs and integration with Core Accounting
application
6.6 Preparation of Monthly, Quarterly, and Annual return of Tax
on Sale of electricity to be submitted to Government as per
TOSE Act, 1963 and TOSE Rules 1964, letter to be
submitted to Govt. along with the copy of M. Tax receipted
challans paid with RBI
6.7 Device management along with HT & LT CTS, PTS and RSM
6.8 Revenue Management and collection management with
required reports
6.9 There shall be unique number for individual premises to
which electric supply is provided. It shall not be changed in
any circumstances
6.10 Details of the outdoor activity shall be updated online from
site
6.11 Consumer Indexing –
Power is received from TATA at BEST Receiving Stations at
110 / 33 / 22 kV which is further stepped down to 11 kV.
Electrical Network right from TATAs Incomer to Consumer’s
Service is maintained in Consumer Indexing Module in a
hierarchy shown below. 98.5% Consumers are indexed in
the system. Consumers affected on a particular network are
identified from indexing and Supply interruptions SMSs are
sent to affected consumers. Outages are also reported
at UrjaMitra for first leg feeders. Feederwise consumer
added for a specific period is required to be extracted
from Consumer Indexing.
6.12 TATA METERING SECTION -

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Taking the meter readings of meters installed in the

premises of BEST as per the requirement of TPCon 1st day
of every month. Processingthe metering data in the
software. Verification of metering data given by M/s.TPC
with metering data processed in software. Declaration of
maximum demand and registered units of the concerned
month. Preparation of Bulk supply statistics. Preparation of
monthly MIS.
6.13 Vigilance Claim preparation -
□ Claim will be calculated on spot and handed over to
consumer
□ Vigilance Raid details entered by Vigilance Dept on
the day of Raid.
□ Details of the vigilance raid received in Rev.Comm-I
Dept forwarded to respective Assessing Officer
□ Claims of Vigilance raid cases are prepared by
Assessing Officer with the help Deputy Engineer and
forwarded to Vigilance Dept. by workflow
□ Claims are prepared with all relevant raid
documents, photographs by Vigilance (South &
North) Dept and are forwarded to Review
Committee-I.
□ Claims are reviewed by Assessing Officer on the
basis of evidences/ contentions given by consumers
and kept in front of Review Committee for approval
after checking of Legal Representative.
□ Claims are audited
□ Forwarded to Assessing Officer to prepare final
assessment letter.
□ With the help of DyE final assessment letters are
prepared and issued to consumers by Registered
A.D. post
7 All existing reports should be available in the new
system. Reports related to Regulatory Department,
Power Purchase Department and Power
management Department should be available in the
system.
8 All existing functionalities should be available in the
new system.
Operational Reporting and Analysis

S. No. Requirement
I Operational Reporting and Analysis
1 Should be able to design and provide applications for
formatted reporting, ad hoc queries, interactive analyses,
information dashboards, and information broadcasting
2 Based on role users should be able to design, deploy, and
execute queries, formatted reports, and Web applications

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3 Based on role users should be able to design and interact

with Excel-based business intelligence applications and
workbooks
4 Based on role users should be able to analyze ad hoc queries
and create views of information from various data sources
5 Based on role users should be able to easily configure
business intelligence applications in a visual modeling
environment and deploy the results in the net-centric unified
access point
6 Based on role the user should be able to view reports for
various versions of analyzed objects
7 The reports should be available for time frames like weekly /
daily / monthly / yearly
8 The reports should be available in MS Excel or Web (Internet
Explorer) or PDF
9 The report data must support the feature of being exported
to Excel, etc.
10 The reporting feature should support drill down (across
reports/within reports), filter & sorting
11 The report should support the view of seeing numbers /
graphs or both on a single display
12 The reporting feature should allow for user based templates
be created & used for reports
13 Should provide for calculations, filters and exceptions during
reporting
14 The reports should be available to users at any time
15 Should support schedule to run the reports event-based or
time based
16 Should support the feature of delivering the reports to the
online users through email, portal, and report server
17 The report should be broadcasted / sent on e-mails
18 Should allow users drill from the cube to the underlying detail
data that fed the cube
19 Should provide for saving the report /queries for repetitive
execution as and when required by the users
20 The reports to be made available for analysis of historical &
consolidated data across systems
21 Should support visualization of geographic (location based)
data on maps
22 Should provide for the generation of analytical maps is out of
the box
23 Should be able create Adhoc queries and reports
24 Should be able to create various Management dashboards
System should be able to provide a facility to configure
25 dashboard for individuals for e.g. dashboard for GM,
dashboard for DGM etc.
System shall provide graphical and tabular tools to view
26
progress of each individual process
27 System shall support users drill down from a higher level

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view of business processes to lower level details

No customization should be required to create dashboard,
28 User should be able to configure dashboard without any
coding.
29 Should be able to generate certain transactional reports
30 Should be able to generate reports for integrated applications
31 Should be able to generate reports required by MERC
32 Should be able to provide Energy Auditing Reports
Data Warehousing
33 The solution provided should work on a in-memory database
The solution should provide Slowly changing dimensions
34 support with integrated time dependency
35 Should have built-in Currency and unit conversion
36 Should have Complex hierarchies support
Should have Time & date hierarchies including all fiscal year
37 features
38 Support for detailed Analysis Authorizations
Should have Predefined modeling patterns for transaction &
39 master data optimized
Should be able to Comparable performance tracking over
40 time
Should have Integrated data processing and error
41 monitoring/handling across systems
42 Should have Scheduling framework for all DWH processes
Should have Fine-grained security model with mass handling
43 capabilities
44 Should have Object and Hierarchy level security
45 Should have Access-control at row level
Should have Analytic Privileges grant different users access to
46 different portions of data in the same view based on their
business role.
Should have Auditing & Access statistics including identity
47
handling
Should have Possibility to trace on application logic, database
48 access and effect of authorizations
Customer Service and Contact Center

S. No. Requirement
Ability to receive complaints and Grievances or other
1 requests
Multi-Channel access. Post , written and oral through web or
2 call
Ability to assign complaints and Grievances to various
3 officials
Determining eligibility and/or entitlement bearing in mind all
4 relevant information
Providing timely feedback / status information to all relevant
5 parties, as required

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Tracking all relevant steps, notes, actions, and information

6 used in processing the requests
Acquire, store, and maintain relevant and valid information
related to the complaints. Grievances and making this data
7 available to authorized users
Acquire, store, and maintain relevant and valid information
related to the requests of an citizens, and making this data
8 available to authorized users
Ability to link cross-related documents like Application form
9 and Grievance and reply sent, etc.
Ability to automatically set a deadline and priority for the
resolution of complaints based on the type of grievance as
per the department policy and provides option for setting
10 deadlines and priority for exceptional cases
Ability to delegate responsibilities to an alternate user in the
11 absence of the assigned user
Ability to automatically escalate the complaint to higher
12 authorities on passing of the deadline for the RTI request
13 Ability to define the workflow for RTI Application, etc.
The system should have the capability to assign the RTI
14 request to concerned department
Ability to inform the Citizen by email that the grievance has
15 been redressed
16 To generate call back lists when complaint has been resolved
Ability to define & generate the RTI Response/Grievance
17 Response Letter in a format from the system itself
Citizen grievance redressal through the following channels –
□ Telephone
□ Email
□ SMS
□ Web Self – Care
□ Letter
□ Social Media
18 □ Mobile App
Ability to capture grievances and pass on the grievances to
respective team and support query on grievance resolution
19 status along with feedback system from consumers
Include email response management for inbound and
20 outbound email requests and answers
Make available all Trouble Management functionality across
all products and services, with full history permanently
21 retained by the citizen record
Allow several employees to work collaboratively to resolve a
citizen problem (dividing the trouble ticket into sub-tickets
22 that can be separately handled)
Be able to automatically create sub-tickets based on
23 predefined templates
Describe the process and time frame for capturing complaints
in the system. (The time frame for inputting complaints into
the system must be very short of the tune of say 60
24

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seconds.)
Support attachments of any file type to the opened trouble

25 ticket
Allow the definition of standard problem codes and the
26 required response time.
Automatically send complaints to the appropriate
person/group that deals with particular issues according to
27 the standard problem code
Provide Call Center and outlet staff with a guide to potential
resolutions for different types of complaints, including a
troubleshooting guide to provide immediate answers to
28 various complaints
Provide Call Center and outlet staff with a guide to what
resolutions other sites have found particularly successful for
29 certain types of complaints
Provide a history of a citizen's previous complaints so that
CSRs are aware if a certain resolution has already been tried
and have a greater understanding of the citizen's individual
30 situation
Allow for each team member to see the complaints assigned
to them and to record their actions and the status of the
31 complaint
Monitor/track progress of complaint solving and workflow for
trouble ticketing such as activities with time flags and
32 reminders (e.g., commitments)
33 Track progress of fault report and resolution
34 Shall see call data for resolution of queries and disputes
Shall present all user-specified citizen details on an initial
35 citizen overview screen
Enable the CSR to amend citizen details within user-defined
36 criteria and authorization level
Shall have an alert/flash for the CSR regarding significant
37 citizen data
Shall select main topics via menus/tabs on a citizen overview
screen with the ability to drill down to more detailed
information, such as status of order, status of repair, etc.
38
Shall show both inbound and outbound contact by any
channel in sequence in the citizen history screen available to
39 the CSR
Create, read, and edit information on date of next
communication or follow-up, following the voluntary
40 termination of service
To record staff identification numbers in the citizen history
41 alongside the appropriate activity code
The system shall enable an administrator to set up a general
fault alert message for distribution to all system users
42 (including Web-based users)

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Outage Management System -The system shall be able

to manage Field Operations such as Dispatching Field
Engineers to citizen sites, track field schedules, log parts
43 used, log time and expenses, and more
It shall be possible to track duplicate cases. It shall be
possible for the user to associate multiple instances to a
single problem and tie the resolution of multiple cases to the
44 resolution of one case
To capture order/service requirements through all contact
channels. To automatically display correct terms/penalties
when a citizen wishes to change service/tariff. Alerts or pop-
up messages shall be configurable for this purpose. To
prevent orders if a citizen is bound by contractual terms /
45 service package forbidding a user-defined change
46 Ability to view historical cases for auditing purposes
47 Ability to view open cases by citizen
Contact Center
48 System capacity to generate Call Detail Records
49 Call Delivery to CSR’s by Automatic Call Distributor
50 Priority Queuing facility in Automatic Call Distributor
51 Call Queuing facility in Automatic Call Distributor
52 Handling of calls by Automatic Call Distributor
Automatic Call Distributor ability to support priority handling
53 etc.
54 Monitoring in Automatic Call Distributor
55 Real time MIS of Automatic Call Distributor status
Automatic Call Distributor system’s ability to announce
56 average wait time & music to citizen during hold up
57 Monitoring of CSR’s availability/ non availability
System capability to permit CSR to take help from supervisor
58 to deal with an active call
59 Supervisors as CSR’s during busy periods
60 Supervisor ability to logout CSR’s from its terminal
61 System ability to enable monitoring a CSR’s conversation
CSR set ability to view call center MIS regarding Automatic
62 Call Distributor statistics on real time basis
System ability to provide real time monitoring of CSR’s to
63 supervisor
64 System ability to support call overflow rerouting
65 System ability to rate CSR’s on various parameters
66 System ability to route calls depending on skills of CSR
67 System ability to modify CSR skills dynamically
68 CSR ability to login on any soft phone
69 System to have integrated auto-attendant routing
70 System ability to provide announcement to citizens in queue
71 Flexible announcement features in system
72 Call Routing capacity of Automatic Call Distributor

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CSR AND SUPERVISOR TERMINALS

73 General functionality of CSR & supervisor functionalities
74 CSR station technology
75 CSR ‘soft phone’ support abilities
76 Incoming call announcement capability of system
Call Hold, Transfer & Conference features of CSR &
77 Supervisor soft phone
78 Personalized Greeting recording capability of CSR soft phone
79 CSR phone system ability to have & accept event codes
CSR phone system ability to have & accept call identification
80 codes
81 System ability to divert calls to IVRS based on conditions
Ability of Automatic Call Distributor system to request &
82 collect citizen information & route call
Management Information System: -
a. System ability to provide real time & historical reports
83 b. System ability for creation of custom reports
Document Management
S. No. Requirement
System should be able to support for any file/document type
1 including pdf, word, excel, email messages, periodicals, email
or print multiple documents based on authorizations.
Facility of storing the various drawings of all the relay
2 schemes and shall also have access to the central storage of
drawings and Documents.
Provision to access the content associated with Business
3 objects/transactions from GUI, Portal, Business Client,
Desktop Windows Explorer or Web UI
4 Ability to perform Full Text search & Attribute based search
Ability to do version control for simple and compound
5 documents, audit trails, comprehensive search, user, group,
and role-based access controls
System should be able to support the records management
covering full lifecycle management. Should also include
capabilities to define content retention policies in addition to
6
formalizing the procedures to classify (ensuring appropriate
metadata), retain, destroy, and/or archive the records of an
organization
System should be able to restrict the ability to add, modify,
7
and delete documents in the repository to authorized users
System should be able to create and maintain audit
8 information of users accessing the files/documents,
modifications, additions, retrievals and deletions
Ability to provide archival of documents & data and provide
9 an interface for viewing archived documents. Should provide
data compression in archiving process

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Ability to support Automated and Manual version control with

10
a record of change history and status
System should provide facility for different type of workflow
11
on the documents
Ability to search documents based on various search criteria
12
including content
In-built document viewer for common file formats (like pdf,
13
doc, docx, dwg, tiff, etc.)
14 System to support building of document hierarchy
15 User to have Offline (Archive) content access functionality
Ability to have predefined workflow templates with robust
16 and extensible baseline functionality, shortening your
implementation time, and reducing deployment costs
Designate workflow steps to sort and route invoices based on
17
user roles, authorization rules, and predefined timelines
Generate reports based on region, business unit, exception
type, liability, and more. Capture predefined exception data
18
with which you can produce cause and effect process
diagrams
Depending on classification, invoice exceptions are routed
according to established business rules and policies.
19
Workflow policies determine where invoices are routed and
what approvals or next steps are required
20 Team to set-up archive Sever to store invoice documents
Team to set-up approval workflow depending on the
21
documents and business process
Design workflow steps to sort and route invoices based on
22
user roles, authorization rules and other business rules
Set-up to deal with invoice disputes, receives status of
23 orders, send notification of cancelled invoices, and
collaborate with other staff.
Implementation of Self Service Portal for internal use
24
and update vendors on invoice status
Technological
S. Requirement
No.
Integration
The Solution shall provide an application architecture which can

1 be integrated with BEST’s existing applications like Core
Accounting using the built–in integration tools/technology
Security and Controls

Ability to support authentication by use of User IDs, passwords,
3
encryption, tokens, PIN codes and timeouts

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The system should assign and enforce access rights to users for
4 accessing certain data and functions within the application
appropriate to their position and job roles
User Access and Security
Ability to allow definition of rules for password composition and

5
password encryption as per Company password policy
Ability to configure the number of permissible unsuccessful log-
6
in attempt
Ability to handle data updating/deletion/creation only through
7 application layer by restricting users from accessing the
database directly
Ability to provide access level security for entry forms at field
8 level - allow, read only, hide and at transaction level -
allow/deny
Ability to provide access level security for reports at field level -
9
show/hide and at transaction level - allow/deny
10 Ability to provide authorization by transaction type
11 Ability to provide authorization by user name
12 Ability to provide idle/session time out.
13 Ability to encrypt password while passing on wire
Ability to support 2 factor authentication for connecting to ERP
14
from internet
Centralized repository of all identification and access control
15
data
16 Support access control to individual or groups of applications
Ability to provide restriction on maximum execution time on any
17
transaction
18 Ability to provide user login with time restriction
Provision for centralized role and user management
19
&administration for the solution
Provision of a centralized tool for management of developments
20
across landscape like moving, monitoring & troubleshooting
21 Provision for offline data entry and interactive forms
Access and Process Management
Solution should provide Segregation of Duties (SOD) rules "out
22 of the box" and be flexible to add more rules or modify existing
rules
Ability of system to identify access risks across multiple
23
applications
System provides for mitigation of risks by system ID and by
24
access risk rule
Solution should provide audit controls for mitigation of access
25
risks
26 Solution should provide the ability to generate proactive alerts
Access Risk Analysis - Solution should provide risk and SoD
analysis at user, role, transaction, and authorization object field
27
value levels. It is important to cover 4 levels to ensure no
conflicts exist

142
28 System should monitor custom transaction codes

Ability of system to enable creation and management of
29 business roles that are understandable in the context of the
business function performed
Ability of system to enable documenting and managing changes
30
to role definition over time including audit trail of all changes
Ability to analyze the selected roles in a request against the SoD
31 matrix in real time, to prevent any possibility of risk, fraud or
violations
System should provide for role comparison to detect and
32
eliminate redundant or superfluous roles or user privileges
Ability of system to provide secure and auditable privileged user
33
access
The system should document the organizations overall control
34 objectives and identified risks once and tie them to different
processes or org levels
Risks should be associated to more than one control or process,
35
but evaluated and documented individually for each process
The solution should have the ability to monitor ‘end–to-end’
36
controls environment for specific business processes
Ability to support audit log report that uses the underlying time
37 dependency to display all changes made to specific control or
process over time
When control violation occurs, system should allow both -
38
generate a case automatically and allow manual case generation
Meter Data Management

S. Requirement
No.
System should be capable of managing 2 types of AMI in the
1
BEST Undertaking
1. Consumer AMI- Implementation of Smart Metering for
consumers.
2. System Metering AMI – For Energy Accounting
2 The MDM shall be such that it should be capable of operating all

the functionality of Smart Meters
Consumer Indexing
S. Requirement
No.
1. Power is received from TATA at BEST Receiving Stations at 110
/ 33 / 22 kV which is further stepped down to 11 kV. Electrical
Network right from TATAs incomer to Consumer’s Service should
be maintained in Consumer Indexing Module
2. Consumers affected on a particular network should be identified

143
from indexing and Supply interruptions SMSs are sent to

affected consumers.
3. Outages should be reported at UrjaMitra for first leg feeders.
4. Feederwise consumer added for a specific period should be
extracted from Consumer Indexing
Asset Management
S. Requirement
No.
5. IA would be responsible to map all the existing Assets spread
across various departments of BEST
6. There should be integration of Asset Management with GIS,
SCADA, AMR, and MDAS
7. Define the Asset Type
8. Asset Categories (Class and Sub Class)
9. Define Category Sets/Asset Groups
10. Associate and confine the Category Sets to the Asset Group
11. Define the Organization Level Default Cost element
12. Define the Organization Level Default Cost Category
13. Define the Maintenance Activities &Schedule based on criticality
of assets or past history of assets to breakdown"
14. Define Asset Activity Association Templates
15. Define relationship between Asset Groups, Asset Categories and
Activities/ associate Activity Templates to the Asset Groups
16. Attach Documents (that are generic to all the assets under that
group) to the Asset Groups
17. Define organization wise maintenance work request approval
18. Workflow should be triggered depending upon the priority
19. Organization and Department wise approvers (Department
Heads) for Work Request Approval.
20. Define Asset Numbering format that is unique across the
Business Group
21. Define Asset Number Creation mode
22. Associate the asset Tag number with the maintainable asset.
23. Define default WIP accounting classes for each maintenance
organization.
24. Define the default department for the maintenance organization.
Parent child relationship need to be established.
25. Define the Location/ Areas for the asset deployment and define
the same.
26. Define the asset owning departments and respective
departments should be responsible for their maintenance
activities.
27. Enable workflow for work orders. Work order should have all
tasks related to that work on one order.

144
28. Identify whether work order approval is required for the

maintenance organization or not
29. "Ability to define the parameters/ elements based on which the
work order will be approved through different levels/
department heads. The parameter level may include:
30. Organization
31. Work Order Type (Planned/ Breakdown/ Preventive/ Major and
Minor etc.)
32. Work Order Priority
33. Asset Group
34. Asset Priority
35. Asset Criticality
36. Work Order Activity
37. Work Order Estimated Cost
38. Work Permits required or not
39. Define the Activity Types, Activity Causes, Activity Sources,
Activity Priorities
40. Define Asset Sensitivity/ Risk Levels for each Maintainable Asset.
41. Define the Work Request Types/ at Business Group Level &
entity level
42. Define the Work Request Priorities (Business Group)
43. Define the Work Order Types (Business Group Level)
44. Define the Work Order Priorities (Business Group Level)
45. Define the Asset Warranty Status Code (For example Under
Warranty/ Warranty Expired)
46. Define the warranty expiration periods for the assets
47. Define special attributes required for capturing the details such
as -
□ Technical Information
□ Additional Warranty Information
□ Dependent Assets
□ AMC Contractor and his validity Details
□ Insurance
□ Asset Loaned to whom
□ Any other attribute that may be required for maintaining
Maintenance Asset Register
48. Define different Preventive Maintenance Sets as per the groups
of scheduled maintenance activities (Daily/Weekly/ Monthly
etc.). System should be combine work order schedule as well as
a monthly schedule, the work order at the beginning of month
should combine both the tasks in a work order
49. Define preventive maintenance sets that can be used across the
organizations.
50. Automatically schedule the Preventive Maintenance Schedule /
Schedule Templates Schedule to generate work orders
51. Automatically schedule the Preventive Maintenance Schedule /

145
Schedule Templates Schedule to generate work orders

52. Identify and set up Assets Running to Failure so that their work
orders are manually generated instead of automatic scheduling.
53. Ability to define Scheduling based on the following rules -
1. Time Based PM Schedule Definition Fixed Day
2. Time Based PM Schedule Definition
3. Meter Based PM Schedule Definition Fixed Meter
4. Meter Based PM Schedule Definition Fixed Interval
5. Single Activity PM Schedule Definition
6. Multiple Activity PM Schedule Definition
7. Time and Meter Based PM Schedule Definitions
8. Preventive Maintenance Schedule to Generate a Specific
Dates for every Year
54. Maintenance Cost Report Drilling down should be possible to see
element wise cost break up. Develop a Maintenance Cost
Summary Dashboard Page by-
1. Fiscal Year"
2. Fiscal Quarter
3. Fiscal Period
4. Asset Group
5. Maintenance Organization Name
55. "Maintenance Cost Report Drilling down should be possible to
see element wise cost break up. Create a Maintenance Cost
Details Report By: Asset Group"
56. Cost Analysis based on Organization's Analysis Code periodic
review of maintenance costs
1. Estimated Maintenance Cost
2. Estimated Maintenance Cost percentage
3. Actual Maintenance Cost
4. Actual Maintenance Cost percentage
5. Variance
6. Variance percentage
57. Report to identify those assets where a PM jobs was still had
resulted in Break Down and hence the resulting BD cost
58. "Breakdown Cost & Preventive Cost Analysis Report.
Maintenance Cost Report Drill down should be there to see
element wise cost by Group"
1. Preventive Cost
2. Preventive Cost percentage
3. Breakdown Cost
4. Breakdown Cost percentage
7.31 Work Completion Timelinesand Payment Terms

146
Implementation Agency will be paid as per its bid price and commercial terms and conditions
mentioned in contract agreement.
The Work Completion timelines are provided Subsystem wise:
‘T’ = Date of issue of “Purchase Order”
The below represents the work completion timelines and payment terms of the project having
implementation period of 9months,post implementation and Cloud Hosting support for 5 years.
Please note the Timelines are based upon assumptions.
A1 - License Cost of the proposed ERP solution

A2 - Cost of Customization, Configuration and Implementation of the proposed ERP solution for Core
Modules
A3 - Cost of Integration with Third Party or External Applications. Kindly refer Annexure IX for the
indicative list of modules list of modules
A4 - Cost of Data Migration from Legacy Applications
A5 - Hosting Charges
A6 - Training of Staff
B1 - Annual Support for Licenses, if any
B2 - Operations and Maintenance Support
B3 - Hosting of Services
B4 - Disaster Recovery Services
B5 - Helpdesk Support
A. Implementation Period of 9 months

Sr. Milestone Timeline Payment Term
No.
1 Kick-off Meeting T + 0.5 months
Nil
2 Mobilization of team T + 1 month Nil
3 Submission of SRS T + 2 month Nil
4 Approval of SRS T + 3 months  10% of A2
 10% of A3
 10% of A4
5 License cost of proposed ERP for T + 3 months upon  30% of A1
designing and UAT approval of SRS **
***
6 Design Completion T + 4 months  10% of A2
 10% of A3
 10% of A4
7 System Integration test completion T + 6 months  10% of A2
 10% of A3
 10% of A4
 10% of A5
8 Readiness of the data center for hosting T+ 6 months  10% of A2
the application as certified by lead  10% of A3
bidder  10% of A4

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 30% of A5
9 User Acceptance testing T + 7 months  30% of A1
 20% of A2
 20% of A3
 20% of A4
 20% of A5
10 Training of staff T + 8 Months  90% of A6
11 Security Audit certificate for Go-Live T + 8 months  20% of A1
and Data Migration  10% of A2
 10% of A3
 10% of A4
 10% of A5
12 Achievement of Go-Live T + 9 months  20% of A1
 30% of A2
 30% of A3
 30% of A4
 30% of A5
 10% of A6
** The cost of licenses should not be more than 25% of the overall cost of the project
proposed by the bidder.
***Implementation Agency / Implementation Agency has to apply staggered Licenses
approach. However, the payment will be disbursed accordingly for staggered Licenses.
Initially part of the licenses (as per the need) should be procured and remaining
licenses should be procured after UAT is completed and before go-live.
B. Maintenance period of 5 years

No.
1 Annual support regarding licenses, Payable yearly for B1/5
if any 5 years in advance at the (B1 divided by 5)
beginning of the year.
2 Operations and maintenance Payable bimonthly for B2/30
support for solution 5 years (B2 divided by 30)
3 Hosting of services Payable bimonthly for B3/30
5 years (B3 divided by 30)
4 Disaster Recovery services Payable bimonthly B4/30
for 5 years (B4 divided by 30)
5 Helpdesk Support Payable bimonthly B5/30
Disbursement of payment to the Implementation Agency is based on completion of tasks indicated as

above on completion of relevant milestone.

148
Disbursement of payment to Implementation Agency will be based on below deliverables submitted

by IA for each components mentioned above.
Please Notes -
□ Adherence to timelines is critical for the success of the project.
□ No advance payment shall be made for staff mobilization.
□ If the Implementation Agency is liable for any penalty as per the SLA (refer to the related
clause of this agreement), the same shall be adjusted from payments due to the
□ BEST will release the payment within 30 days of submission of valid invoice subject to the
condition that invoice and all supporting documents produced are in order and work is
performed as per the scope of the project and meeting the SLA Criteria. BEST shall be entitled
to delay or withhold the payment of a disputed invoice or part of it delivered by
Implementation Agency, when BEST disputes such invoice or part of it, provided that such
dispute is bonafide.
□ It is mandatory for the successful bidder to give details of a bank account in any of the banks
approved by BEST (Specified in Annexure V of the bid document) for easy and quick payments.
All payments under the contract will be made only in this bank account through Electronic
Clearing System/RTGS/NEFT/CBS.
□ BEST at its own discretion may decide to release the partial payment (upto 30%) for specific
milestones, acceptance of which got delayed for reasons not attributable to the IA. In such
cases the remaining 70% shall be released on full acceptance of that particular milestone by
BEST.
Notes:
The payments for Support of BEST ERP systems after Go Live and Hosting and Support Charges
post ERP Go Live to the vendor will be made on the Quarterly invoices generated by vendor on
the basis of the resources deployed on a time and material basis with certified attendance sheet
(Attendance should be based on Aadhar based Biometric Attendance System implemented at
BEST) from appointed authorities of BEST. Attendance sheet along with the deliverable certificate
from the BEST nodal officer should be submitted with the Quarterly invoice for payment. In case
the penalties are in excess of the quarterly payment, service provider shall pay the same in form
of demand draft to BEST within 2 weeks of intimation failing which an interest of 1.5% will be
applicable per day.
The cumulative amount will be paid to the Implementation Agency after obtaining adequate
satisfaction certificate from the end users. Payment will be made to the Implementation Agency
inclusive of GST. Should there be a change in applicable taxes, the actual taxes on the date of
billing would be prevail.
Payment for last 2 quarters shall be made at the end of contract after due calculation of SLA and
Penalties. If the penalty is in excess of the amount to be paid the same shall be paid by the
Implementation Agency within 2 weeks of contract closure failing which an interest of 1.5% will
be applicable per day.
The Implementation Agency will submit the Bills/Invoices as per the terms & conditions of the Bid
Document and contract agreement.
BEST will release the payment within 30 days of submission of valid invoice subject to the
condition that invoice and all supporting documents produced are in order and work is performed
to the satisfaction of BEST. BEST shall be entitled to delay or withhold the payment of any invoice

149
or part of it delivered by Implementation Agency, when BEST disputes such invoice or part of it,
provided that such dispute is bonafide.
It is mandatory for the Implementation Agencys to give details of a Bank Account in any of the
banks approved by BEST (specified in Annexure V of the document) for easy and quick payments.
All payments under the contract will be made only on this Bank Account through Electronic
Clearing System/ RTGS/ NEFT/ CBS.
7.32 Service Level Agreements

□ The purpose of this Service Level Requirements/Agreement (hereinafter referred to as
SLR/SLA) is to clearly define the levels of service which shall be provided by the
Implementation Agency to the BEST for the duration of this contract period of the Project.
□ Timelines specified in the above section (Work Completion Timelines and Payment
Terms) shall form the Service Levels for delivery of Services specified there-in.
□ All the payments to the Implementation Agency are linked to the compliance with the SLA
metrics specified in this document.
□ The project Service Level Agreement are proposed to be performance based. For purposes of
Service Level Agreement, the definitions and terms as specified along with the following terms
shall have the meanings set forth below:
1. “Uptime” shall mean the time period for which the specified services / components with
specified technical and service standards are available for the application. Uptime, in
percentage, of any component (Non-IT and IT) can be calculated as:
Uptime = {1- [(System Downtime) / (Total Time – Planned Maintenance Time)]} * 100
2. “Downtime” shall mean the time period for which the specified services / components
with specified technical and service standards are not available for the Users, the
scheduled outages / Planned Maintenance time planned in advance for application,
related infrastructure and link failures. This includes Servers, Routers, Firewall, Switches,
all servers and any other IT and non-IT infrastructure, their subcomponents etc. at all
Project locations etc. The planned maintenance time / scheduled downtime will include
activities like software upgrades, patch management, security software installations etc.
3. The selected IA will be required to schedule ‘planned maintenance time’ with prior
approval of BEST. This will be planned outside working time. In exceptional
circumstances, BEST may allow the IA to plan scheduled downtime in the working hours.
4. “Incident” refers to any event / abnormalities in the functioning of the application,
Infrastructure and services that may lead to disruption in normal operations.
5. “Helpdesk Support” shall mean the 24x7x365 centre which shall handle Fault reporting,
Trouble Ticketing and related enquiries during this contract.
6. “Response Time” shall mean the time incident is reported to the help desk and an
engineer is assigned for the call.
7. “Resolution Time” shall mean the time taken (after the incident has been reported at the
helpdesk), in resolving (diagnosing, troubleshooting and fixing) or escalating (to the
second level) getting the confirmatory details about the same from the IA and conveying
the same to the end user), the services related troubles during the first level escalation.
□ The resolution time shall vary based on the severity of the incident reported at the help desk.
The severity would be as follows:

150
1. Critical / High: The application is down impacting critical business functions or multiple
modules/functions down impacting users on daily operations or any module /functionality
deemed as highly critical by BEST.
2. Medium: One module/functionality down impacting critical business functions having
major impact on daily operations.
3. Low: Loss of business functionality for less than 10 users impacting day to day operations
or minor functionality down impacting less than 10 users.
□ The SLAs have been logically segregated in the following categories:
1. Implementation and Hosting of ERP solutions and data migration along with the products
mentioned in the Annexure IX.
2. Deployment of Manpower
3. Application Performance
4. Disaster Recovery
5. Training
6. Security Audit
7. Support/Issue Response and Resolution
8. Change Request
9. Reporting
Commencement of SLA: The SLA shall commence from implementation period itself for adherence to
the implementation plan. The penalty will be deducted from the next payment milestone during the
implementation period. During the O & M period, the penalty will be deducted from the quarterly
payments.
A)Implementation of ERP solutions and Products mentioned as per Annexure IX
including Data Migration and Hosting Charges (including DR) till go Live
Sr. Parameter Metric Basis Penalty
No.
1. Adherence to planned The delay for each Per  Rs.15000/day
implementation schedule. milestone as per the Occurrence penalty for the
□ Project Initiation agreed schedule first 3 months
□ Team Mobilization should not be □ Rs.20000/day for
□ User Acceptance exceeded the next three
Testing months
□ Implementation and □ Rs.25000/day for
Operational Six months
Acceptance onwards
2. Submission of deliverables To be submitted Per  Rs.15000/day

as relevant to the individual within 10 days of Occurrence penalty for the
milestones/stages the completion of first 3 months
Various deliverables such the individual □ Rs.20000/day for
as milestone. the next three
□ Inception Report months
□ Survey Report □ Rs.25000/day for
□ Project Plan Six months
□ Quality Plan onwards

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□ Design Documents
□ SRS
□ Test Cases and results
□ User Manuals
□ Training Manual
□ Technical Documents
like System Architecture,
Network/Infrastructure
Architecture, etc.
3. Failure to implement Per module Per module  Rs.15000/day
Products mentioned as per penalty for the
Annexure IX first 3 months
□ Rs.20000/day for
the next three
months
Rs.25000/day for Six
months onwards
B) Deployment of Manpower
No.
1 Mobilisation of the team for Within 1 month from Per  Rs.15000/day
commencement of work the date of issue of Occurrence penalty for the
the first 3 months
LoI/Purchase/Work □ Rs.20000/day for
Order whichever is the next three
earlier months
□ Rs.25000/day for
Six months
onwards
2 Manpower Availability & Rs. 10,000 per day per
Readiness Resource in case there is
shortage in manpower
deployment or lack of
adequate skills as listed is
the section
In case the resource is
absent for any working
100% as per
day, the payment of that
requirement Daily
resource will be deducted
timelines
on prorata basis from the
running quarter bill.
not available for
continuous 7 working
days, the penalty of Rs.
10,000 per day will be
imposed.

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4. Replacement of resources Within 15 days of Per Rs. 5,000 per week of

release of existing occurrence delay for deployment of
resource initiated alternate resource
either by BEST or
the Implementation
Agency. The
resource should be
of equivalent or
higher qualification
and experience.
C)Application Performance post Go Live
Sr. Parameter Target Basis Penalty
No.
1. Average Response Time Less than or equal Per occurrence. Per occurrence
during peak usage hours as to 10 seconds This will be penalty shall be Rs.
measured by EMS Tools. calculated 1,000. Maximum
monthly after the penalty of 10 % of
Go-live of the contract value is
application. permissible, post
2. Application Uptime >= 99.95% Per occurrence. which BEST may
□ Database Server This will be invoke Annulment
Uptime calculated of the contract.
□ Application Server monthly after the Penalty will be
Uptime Go-live of the deducted from the
□ Web Server Uptime application. quarterly payments.
□ All SAN Storage
Uptime
□ Any other IT
component in the
Infrastructure
Architecture
D)Disaster Recovery
Sr. Parameter Target Penalty
No.
1. RTO <= 4 hours Rs. 10,000 per additional hour of delay subject to a maximum
delay of 10 hours, post which BEST may invoke annulment of
the contract.
2. RPO <= 2 hours Rs. 10,000 per additional block of 30 minutes subject to a
The key maximum delay of 5 hours, post which BEST may invoke
transaction annulment of the contract.
data shall
have RPO of
15 minutes
3. Mock Drill □ To be Rs. 5000 for delay of each week, subject to a maximum of 10%
conducted of contract value.
every 6
months

153
□ Successful
switch
over and
operation
of
application
4. Recovery of T weeks, Rs. 5,000 for delay of each week, subject to a maximum of
data lost where 10% of contract value.
during T is the time
disaster period
mutually
agreed
between
BEST and IA
for the 100%
recovery of
lost
data
E) Security Audit and ISO Certification
No.
1. Third Party Security Audit Once every year Per Rs. 5,000 for delay of
Certificate from CERT-In (first Security Audit occurrence each week, subject to a
empaneled agencies for to be done Before maximum of
the entire application and GO Live ) Or any 10% of contract value.
the action taken report by major updations in
the Implementation agency the system.

154
F)Training
Sr. Parameter Metric Frequency/basis Penalty
No.
1. Adherence to training
95% of the batches Batches planned Rs. 5,000 per
timetable at individual per institution breach per batch.
institutions to be
conducted as per
planned schedule.
2. Training Feedback from 75% of the Feedback Per Rs. 1,000 per
Participants and training participants in a batch breach per batch.
completion certification batch to offer a
feedback rating of 3
or above on a scale
of 1 to 5.
G) Support/Issue Response and Resolution

No.
1. Severity 3 Issue (Low) Resolution Time <= Per Rs. 5,000 for every
4 days from the Incident additional day delay in
time the resolution time, subject
complaint/query is to a maximum of 10%of
allocated for contract value, post
resolution by the which BEST may
helpdesk. Invoke annulment of the
contract.
2. Severity 2 Issue (Medium) Resolution Time <= Per Rs. 10,000 for delay of
2 day from the time Incident every additional day
the complaint/query subject to a maximum of
is allocated for 10% of contract value,
resolution by the post which BEST may
helpdesk. invoke annulment of the
contract
3. Severity 1 Issue (Critical) Resolution Time <= Per Rs. 25,000 for delay of
1 day the Incident every additional day
complaint/query is subject to a maximum of
allocated for 10% of contract value,
contract
4. Average Call Lost Rate <=1% Per Rs. 1000 for every
(Total No. Of calls lost Month additional 1% call lost
because they were not subject to a maximum of
attended by an operator / 10% of contract value,
Total incoming calls )*100 post which BEST may
invoke annulment of the
contract.

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H)Change Request
No.
1. Criticality of < T, Weekly per Rs. 5,000 value per
Change Occurrence week subject to a
where T is the timeframe for
maximum10% of
completion of the Change request
contract value post
as agreed upon by BEST and the
which BEST may
Implementation Agency
invoke annulment of
the contract.
I)Reporting during pre-implementation, implementation and post implementation
phases ( including Operations and Maintenance Phase)
Type Measurement Penalty
Weekly Status Delivered on Weekly Basis No Penalty
Report
Monthly Status Report Delivered at monthly intervals by the Rs. 5000 per additional week’s
5th of every month with the details of delay.
the previous month. The format of
the report shall be mutually agreed
between BEST and the IA
J)OS , DB ,Security Patches , enhancement Packages upgradation Post Go Live
Installation/Upgradation Per Occurrence Rs. 5,000 for delay of each week,
of Packages , updates , subject to a maximum of
upgrades and patches 10% of contract value.
of OS , DB ,application
as and when available
and provided by OEM
within three
months and critical
Patches/updates to be
done within 10 days
from the release of
OEM
K)Miscellaneous Factors
Scheduled downtime for Per Occurrence Rs. 1, 00,000 per occurrence for
System Maintenance unscheduled downtime or
per week scheduled downtimes exceeding
<= 2 times per month the specified metric.
Application Security Per occurrence Depending on the type of
Cyber Crime / Hacking Incident and its impact , a
/Data Theft /Fraud penalty of INR 1,00,000 per
attributable to the incident or in case of severe
service Provider issues ( as defined by BEST )
such breach may lead to

156
termination of contract
□ The down time will be calculated on monthly basis. Non-adherence to any of the services as
mentioned below will lead to penalty as per the SLA clause and will be used to calculate
downtime. The downtime calculated shall not include the following
□ Down time due to hardware/software and application which is owned by BEST at their
premises
□ Negligence or other conduct of BEST or its agents, including a failure or malfunction
resulting from applications or services provided by BEST or its vendors.
□ Failure or malfunction of any equipment or services not provided by the Bidder.
However, it is the responsibility/ onus of the selected Bidder to prove that the outage is attributable
to BEST. The selected Bidder shall obtain the proof authenticated by the BEST’s official that the
outage is attributable to the BEST.
□ The Agency shall deploy sufficient manpower suitably qualified and experienced in shifts
to meet the SLA. Agency shall appoint as many team members as deemed fit by them, to
meet the time Schedule and SLA requirements.

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8 Solution Overview
8.1 ERP Solution
BEST’s ecosystem mainly includes Transport, Electricity supply and General administration.
This tender document is for procurement of ERP licenses, implementation, Cloud Hosting and post
implementation support of the BEST ERP solution for Electricity Billing, Customer Care application and
allied activities. The ERP solution should be core modular, automated, scalable and integrated
software application hosted centrally at third party location from where the users in these entities
can access it through web portal interface. The detailed functional requirement specifications are
given in this Bid document. The system should be able to communicate with various other
modules or independent solutions at BEST.
The Enterprise Resource Planning is an integrated solution that has been revolutionizing the business
processes in collaborative and distributed way. It considered as the backbone of the management
systems due to the unlimited benefits it promises.
Details about required ERP licenses are given in this RFP document, it will be the
implementation Agency’s responsibility to decide new ERP Licenses requirement for procurement
and procure the same in the name of BEST.
The Three (3) main divisions of BEST are as mentioned below -
A. Traffic
B. ElectricSupply
C. General Administration
8.2 Application Architecture

The following are the indicative application architecture layers -
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i. Figure: Indicative Application Layer
The ‘User’ Layer: This layer includes the end users accessing the applications over Internet or
Intranet. Role based access would be defined for the internal users for having accessibility to the
respective application modules, and MIS / DSS which would be accessed by higher authorities which
would help them in decision making process. Integrated database structure would ensure a one point
stop search available to all the units.
The ‘Application’ Layer represents all the functional modules, i.e. core application modules and
supporting modules. These modules shall communicate by sharing of data with one another, or by
coordinating an activity between two or more services as per integrated workflows. Users can easily
access solution components having an interface with single sign-on.
The ‘Business Logic’ Layer: All the processes and functionalities within the ERP system be guided
by
‘Business Rules’ and ‘Logics’. The rules engines shall cater to the requirements of each individual
functional module at the ‘Application’ layer and also help in interacting with the modular databases /
data tables.
The ‘Data Access’ layer is envisaged to contain the ‘Metadata’ and also cache of frequently used
raw data. This layer shall closely interact with the ‘Masters’ to control how the data flows to individual
databases / tables and also how efficiently it is retrieved.
The ‘Data’ Layer: The overall solution shall be based on a centralized architecture comprising of
centrally located databases at the Data center as central repository.
The Network Layer: The overall networking solution shall be based on redundant connectivity to
be provisioned by BEST, ensuring optimum up time at all the desired locations.
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8.3 BEST Application Supporting Services

The solution shall have the following supporting services –
BEST Portal &ERP modules
The Implementation agency shall ensure that the BEST portal and other modules has both static and
dynamic information supported in English and Marathi languages. The Implementation agency shall
ensure that the ERP solution web portal is integrated/ interfaced with the existing BEST Portal. The
ERP shall be accessible through a web browser via Internet and Intranet. The kind of information to
be displayed on the web portal shall be managed and controlled through the ‘Application Admin’
module and ‘Content Management’ module in the system. The static web content shall include the
information about the various facilities, and the services available at these facilities, RTI details, key
initiatives of BEST information, quick links, etc. The dynamic content in the web page shall be linked
to ‘Content Management’ module of the ERP core application, where the authorized user, with
adequate rights (granted through ‘Admin’ module) may verify the dynamic content like reports /
information / statistics, scroll messages, etc. and submit for publishing. The Implementation agency
shall be coordinating with BEST regarding upload of relevant contents on the portal and maintaining
the same.
Administration Module
The ERP shall be customized, configured and enabled for various requirements of individual BEST
ERP modules facility. This shall be achieved through the creation and maintenance of various
masters and managing the access to various modules and functionality of the application through an
‘Admin Module’. The Admin Module shall enable or disable access to different modules and
functionalities based on Role Based Access Control(RBAC) and individual facility requirements and
hence the interface will be different for various types of users and depends on the facility. The
application and its functionalities shall be granular and modular enough for the administrator to
enable or disable any particular function of ERP at any department facility, at any given time, asper
their requirement, through ‘Application Admin’ interface, without the need for a developer / code
level change / custom UI change. The Implementation Agency is expected to completely integrate the
modules and enable efficient data sharing among these modules.
Personalized Dashboard
Each user shall have unique login id and password to access the module of ERP solution. After
successful login, all the authorized users shall be able to view their own personalized dashboard. The
Implementation Agency is expected to enable each of the users to view their virtual personal space
and manage their tasks, organize their work etc. based on their roles and responsibilities and
assigned privileges based on Role Based Access Control (RBAC) mechanism. The following features
are required for the personal Dashboard facility controlled through the ‘Admin’ module for all the
internal users -
i. Quick Links – Links within the application as well as external links to access any application
module or website.
ii. Pending Activities/Tasks – A list of tasks assigned / to be performed by the concerned
User, arranged sequentially, along with number and type of tasks. The standard sequence of
completing the tasks for all users should be First in First out (FIFO) sequence.

160
iii. History of Completed Activities / Tasks – All the completed activities should be displayed
to the concerned User, in case they want to refer it in future. User friendly features like
pagination or drill down to see further details of the completed tasks may be provided, as
required.
iv. MIS reports (Fixed and Ad-hoc / Customized reports) – which may be bookmarked
from the Reporting module of the system; and
v. Red Flags – notifications, alerts etc. as per pre-defined logic or escalation matrix
MIS Reporting
The Implementation Agency shall give authorized users the ability to have a customized list of
reports they wish to use. This module shall be further linked to the Personalized Dashboard where the
same links to these reports can be displayed in small port lets, so that any user may not always
search for their frequently used reports from the reports module, and they can add it to their own
dashboard for ease of use. All the reports made available shall be controlled through ‘Admin’ module
for variable access depending upon the nature and status of the user. The access control list of the
reporting servers shall be mapped and configured with the admin access control policies. The
implementation agency has to coordinate with BEST Departments for the required MIS reports.

161
Annexure I:Instructions for Pre-Qualification Bid
9.1 Cover Letter – Pre Qualification Bid

Date: dd/mm/yyyy
To
<Insert complete postal address>

Sub : <Project Name>
Ref : BidNo:<No> Dated<DD/MM/YYYY>
Dear Sir,
Having examined the bid, the receipt of which is hereby duly acknowledged, we, the undersigned,
offer to provide the professional services as required and outlined in the bid for the <insert Name of
the bid/project>.
We attach hereto our responses to pre-qualification requirements and technical and commercial bids
as required by the bid. We confirm that the information contained in these responses or any part
thereof, including the exhibits, and other documents and instruments delivered or to be delivered to
The BrihanMumbai Electric Supply & Transport Undertaking (BEST),are true, accurate, verifiable and
complete. This response includes all information necessary to ensure that the statements therein do
not in whole or in part mislead the BEST in its short-listing process.
We fully understand and agree to comply that on verification, if any of the information provided here
is found to be misleading the selection process, we are liable to be dismissed from the selection
process or termination of the contract during the project, if selected to do so.
We agree for unconditional acceptance of all the terms and conditions set out in the bid document
and also agree to abide by this bid response for the bid validity period as mentioned in the RFP. We
hereby declare that in case the contract is awarded to us, we shall submit the contract performance
guarantee bond in the form prescribed in the bid.
We agree that you are not bound to accept any bid response you may receive. We also agree that
you reserve the right in absolute sense to reject all or any of the products/ services specified in the
bid response.
It is hereby confirmed that I/We are entitled to act on behalf of our company/ corporation/ firm/
organization and empowered to sign this document as well as such other documents, which may be
required in this connection.
Signature of Authorized Signatory (with official seal)

Name :

162
Designation :
Address :
Telephone and Fax :
E-mail address :
9.2 Bidder’s Particulars
Sr. No. Description Details

1. Name of the Company
2. Official Address
3. Phone No. and Fax No.
4. Corporate Headquarters Address
5. Phone No. And Fax No.
6. Website URL
7. Details of Company Registration (Please
enclose copy of the Company Registration
Certificate)
8. Name of the Registration Authority
9. Registration Number and Year of Registration
10. ISO/CMMi Certifications with Validity
11. GST Registration No.
12. Permanent Account Number (PAN)
13. Company’s Revenue for last 3 years (Year - wise)
14. Company’s Net Worth for the last year (as on
March 2019)
Please Note - Bidders need to submit the relevant proofs and supporting documents for the details
provided above.
Contact Details of concerned officials for future correspondence regarding the bid process -
Details Authorized Signatory Secondary Contact
Name
Title

163
Company Address
Phone
Mobile
Fax
E-mail

164
9.3 Declaration for not being Blacklisted / Debarred
(To be submitted on the Letterhead of the responding firm and On a Stamp Paper of Rs 500)
DECLARATION CUM-INDEMNITY BOND

Date: dd/mm/yyyy
I, of ,do hereby
declare and undertake as under -
1) I declare that I have submitted certificates as required to Executive Engineer (Monitoring) at

the time of registration of my firm / company and
there is no change in the contents of the certificates that are submitted at the time of
registration.
2) I declared tha I in capacity as
Manager / Director / Partners / Proprietors of
have not been charged with any
prohibitory and /or penal action such as demotion, suspension, black listing / de-registration
or any other action under the law by any Government and / or Semi Government and/ or
Government Undertaking.
3) I declare that, I have perused and examined the tender document including addendum,
condition of contract, specification, drawings, bill of quantity etc. forming part of tender and
accordingly, I submit my offer to execute the work as per tender documents at the rates
quoted by me in capacity as of
.
4) I further declare that if, I am allotted the work and I failed to carry out the allotted work in
accordance with the terms and conditions and within the time prescribed and specified, BEST
is entitled to carry out the work allotted to me by any other means at my risk and cost, at any
stage of the contract.
5) I also declare that I will not claim any charge / damages / compensation for non-availability
of site for the contract work at any time.
6) I Indemnify General Manager, BEST and the other officers of BEST or their agents for any
Damages, Loss, or Injury, any legal suit, proceeding or legal action whatsoever that may be
caused at any time by me or any other staff
of company, for the work undertaken and
all such damage, damages, injury or loss, legal suit, legal action, I shall be solely responsible
in individual as well as official capacity and such loss, damages, injury shall be made good
and/ or as the case may be shall be paid immediately by me / Company to the satisfaction of
the BEST.
Dated day of , 20
Identified by me
Before me
Advocate
9.4 Statement of Deviation

165
Date: DD/MM/YYYY
To
<Insert Complete Postal Address>
Sub : <Project Name>
Ref : Tender No: <No>Dated <DD/MM/YYYY>
Dear Sir,
I would like to hereby state that in the proposal submitted by M/s. ---------------, there are no
deviations from the Bid Document Requirements / Terms & Conditions. The entire work shall be
performed as per the project requirements.
Yours faithfully,
(Signature of Authorized Signatory)

Name :
Designation:
9.5 Performance Bank Guarantee
INSTRUCTIONS: 1) The Bank Guarantee should be executed exactly as per this Draft
on a stamp paper of Rs. 500/- along with a Confirmatory Letter
from the regional office of the Bank concerned in the enclosed

166
format.
2) A certified copy of the Power of Attorney under which the person

is authorized to sign this guarantee bond may please be sent to
the Undertaking along with the guarantee. This copy should be
certified by the Agent of the Bank under his seal.
3) This Performance Guarantee shall be valid from the date of our

Acceptance Letter/Purchase Order till 72 months + 6 months
extension period.
PERFORMANCE GUARANTEE FORM

To,
The General Manager,
The Brihanmumbai Electric Supply & Transport Undertaking,
BEST Bhavan, BEST Marg,
P. B. No. 192,
Mumbai- 400 001.
(1) Against Contract No. dtd. Two Thousand and
covering (hereinafter called the said “Contract”) entered into
between
(Name/s of the persons authorised to sign on behalf of Contractor)
inhabitants of carrying on Business at:
(Full address of the firm)
(Nature of Business)
under the style and name of M/s.
(Name of the firm)
(hereinafter called “The Contractor”) of the one part and the General Manager, The
Brihanmumbai Electric Supply & Transport Undertaking (hereinafter called “The Undertaking”)
for and on behalf of the Mumbai Municipal Corporation for the purpose of the Undertaking (in
which expression are included, unless the inclusion is inconsistent with the context or
meaning thereof his successor or successors for the time being holding the office of the
“General Manager and Acting General Manager”) of the second part and WHEREAS
at the request of the Contractor we
(Full name and address of the Bank)

Bank are holding in trust in favour of the Undertaking the amount of Rs.
(Rupees in words) to
indemnify and keep indemnified the Undertaking against all losses, damages, expenses or
otherwise that may be caused to or suffered by the Undertaking by reason of any breach by

167
the Contractor of any of the terms and conditions of the said Contract and/or the
performance thereof. We agree that the decision of the General Manager, whether any
breach of the terms and conditions of the said Contract and/or any failure in the performance
thereof has been committed by the Contractor and the amount of loss, damage, costs,
expenses or otherwise that has been caused or suffered by the Undertaking shall be final and
binding on us and the amount of the said loss, damage, costs and expenses or otherwise
shall be paid by us forthwith on demand to the Undertaking.
(2) We
(Name of the firm and Bank)
further agree that the guarantee herein contained shall remain in full force and effect during
the period that would be taken for satisfactory performance and fulfillment in all respects of
the said Contract provided always that before the expiry of the date of the validity of the
guarantee herein contained, we shall, from time to time on being called upon by the General
Manager, extend the date of validity thereof for the period of 6 months on each occasion
and that if any claim accrues or arises against us -
(Name of the Bank)

by virtue of this guarantee before the said date as extended from time to time, the same
shall be on forcible against us
(Name of the Bank)
notwithstanding the fact same is enforced after the said date and extended from time to
time, provided that notice of any such claim has been given by the General Manager before
the expiry of 6 months from the said extended date, payments under this “Letter of
Guarantee” shall be made promptly upon our receipt of notice to that effect from the General
Manager.
(3) It is fully understood that this guarantee is effective from the date of the said Contract and
that we
(Name of the Bank)
undertake not to revoke this guarantee during its currency including the extended period
without the consent in writing of the General Manager.
(4) We
(Name of the Bank)
further agree that the General Manager shall have the fullest liberty, without affecting in any
manner our obligations hereunder to vary any of the terms and conditions of the said
Contractor to extend the time of performance by the Contractor from time to time or to
postpone for any time or from time to time any of the power exercisable by the General
Manager against the said Contractor and to forbear or enforce any of the terms and
conditions relating to the said Contract and we
(Name of the Bank)

shall not be released from our liability under this guarantee by reason of any such variation or
extension being granted to the said Contractor or for any forbearance and/or on the part of
the General Manager or any indulgence by the General Manager or by any other matter or
thing whatsoever which under the law relating to sureties would, but for this provision have
the effect of so releasing us from our liability under this guarantee.
(5) We
(Name of the Bank)

168
further agree that the guarantee herein contained shall not be affected by any change in the
constitution of the said Contractor or the Bank.
(6) Notwithstanding anything contained herein:
1. Our liability under this Bank Guarantee shall not exceed Rs. (Rupees
).
2. The Bank Guarantee shall be valid upto and the same can be further extended,
if so requested by the applicant/Contractor.
3. We are liable to pay the guaranteed amount or any part thereof under this Bank
Guarantee only if you serve upon us a written claim or demand on or before
.
(7) The guarantee herein contained is subject to Mumbai Jurisdiction.

This day of Two Thousand and
In witness whereof -
Witness:
(1) The Duly Constituted Attorney
(Signature)
(Name of the witness) (Signature)
(Address of the witness) (Name & Designation of the person)
For
(Name of the Bank)
(2)
(Signature)
(Name of the witness) (Name of the Contractor)
(Address of the witness)

The Bank and the said Messrs.
Witness:
(Signature)
(Name of the witness)
(Address of the witness)
NAME OF THE BANK

(ON BANK’S LETTER HEAD)

169

P. B. No. 192,
Mumbai- 400 001.
Ref.: Guarantee No. dated

For Rs. issued on behalf of
M/s.
Dear Sir,
We refer to the captioned Bank Guarantee issued on behalf of our clients M/s.
, which is drawn at our
Bank.
The above Bank Guarantee has been given by our clients towards Security Deposit /
Performance Guarantee for the execution of the contract with the BEST Undertaking.
In this regard, we assure and undertaking that in the event of any demand is made by you
for invoking the said Bank Guarantee, the Bank will honour the commitment made by them and the
payment will be made to you without any demur forthwith upon receipt of demand from your office
as per the terms of the guarantee. We, once again, assure you that the interest of your
organization under any circumstances will be fully protected by us.
Yours faithfully,
GENERAL MANAGER OF THE BANK
FORMAT OF POWER OF ATTORNEY

(ON BANK’S LETTERHEAD)

Post Box No. 192,
Mumbai- 400 001.
Dear Sir,
Ref.: Guarantee No. dated
For Rs. issued on behalf of
M/s.

170
We confirm that Shri. , is authorized to execute the above

Bank Guarantee deed jointly with Shri. an Officer of our Branch.
Yours faithfully,
GENERAL MANAGER OF THE BANK
(TO BE SIGNED BY THE OFFICER SENIOR THAN

OFFICERS SIGNED THE BANK GUARANTEE)

171
Annexure II: Instructions and Technical Bid Document Formats
10.1 General Instructions - Technical Bid
Bidders have to submit a very structured and organized technical bid, which will be analysed by the
Technical Evaluation Committee w.r.t. completeness as per the scope of work and other
requirements in the RFP document. The bidders are required to segregate the bid response as per
the following sections –
A. Bidder’s Competency
This document should bring about the capability of the firm to execute this project. Some of the
required documents are as follows:
□ Financial Capability of the Bidder in required formats and supporting documents
□ Experience of Bidder in ERP implementation or post implementation support projects in
the required formats
□ Experience of Bidder in execution of projects (software development/ customization /
implementation / post-implementation support projects) in Urban Local Bodies / BESTs /
Public Sector Companies in India in required format
□ Experience of the Bidder in executing implementation or post implementation support
projects with Urban Local Bodies in India
B. Proposed Team
As specified in the Technical Bid Evaluation Framework, the department would lay importance to
the right people proposed for the project. Bidder may propose different people for different skill-
sets required and different responsibilities (during Project Implementation and Post-
Implementation). Following documentation is expected in this section -
□ Overall Project Team for both Project Implementation and Support Phases
□ Escalation Chart for the entire Project Duration
□ Summary Table giving Qualification, Experiences, Certifications, Relevance of the
proposed resources
□ Certificate from HR specifying number of technical employees – Software Design,
Development, Testing and Maintenance activities for Urban Local Bodies
□ Certificate from HR specifying number of resources having prior experience in
Customization, Implementation and Support of ERP Systems and experience in
implementing ERP modules as per the details given in this RFP document
□ CVs and Certificates of the Key Resources
□ Detailed CVs in the format attached

172
C. Proposed Technical Solution
Broad areas to be covered in the Technical Solution documentation are given below –
1. Bill of Material: This should include the details of all the proposed IT and Non-IT components,
without specifying the costs. Please note that the bid shall get disqualified if Bidder includes any
pricing details in the technical document.
2. Mapping of features as per the FRS or requirements specified in the bid document.
3. Describe the proposed Technical Solution in a structured manner. Following should be included -
a. Clear articulation and description of the design and technical solution and various components
including details of the application software proposed
b. Justification for choosing the technology over other options.
c. Extent of compliance to technical requirements specified in the scope of work
d. Strength of the Bidder to provide services including examples or case-studies of similar solutions
implemented for other clients
4. Clearly articulate the Strategy, Approach and Methodology for Installation, Configuration
and Implementation of hosted components, data recovery, hosting infrastructure of the project.
5. Approach and Methodology for Management of SLA Requirements specified in the bid document.
Bidders are required to clearly articulate how the SLA requirements would be adhered to.
6. Detailed Project Plan with timelines, resource allocation, milestones etc. for supply, installation
and commissioning of the various project components.
7. Transition Management Plan, wherever applicable
8. Training Plan and Training Methodology
9. Environment management and usage of development, testing, staging and production
environment.
All above mentioned documents shall have an index page with page numbers specified for all the key
information / headers.

173
10.2 Project Citation
Name of the Project
General Information
Client for which the Project was executed
Name of the Client Contact Person(s)
Designation of Client Contact Person(s)

Contact Details of the Client Contact
person(s)
Project Details
Description of the Project
Scope of Work of the Bidder
Deliverables
Technologies used
Current Status
Other Details
Total Cost of the Project
Total Cost of the Services provided
Duration of the Project (Number of Months,
Start Date, Completion Date, Current Status)
Other Relevant Information
Mandatory Supporting Documents:
□ Work order / Purchase order / Contract for the project
□ Client Certificate giving present status of the project and view of the quality of services by
the Bidder
Please Note - The Bidder is required to use the above format for all the projects referenced for the
Pre-Qualification Criteria and Technical Bid evaluation.

174
10.3 Details of Manpower
Total Relevant
Total
Sr. Name of the Proposed Highest Experience for the
Experience
No. Resource Role Qualification Proposed Position
(in years)
(in years)
10.3.1 Format for ERP Experience
Name of the Project
General Information
Client for which the Project was executed
Name of the Client Contact Person(s)
Designation of Client Contact Person(s)

Contact details of the Client Contact Person(s)
Project Details
Description of the Project
Scope of work of the Bidder
Deliverables
Current Status
Other Details
Total Cost of the project
Total Cost of the services provide
Duration of the Project (Number of Months,
Start Date, Completion Date, Current Status)
Other Relevant Information
Mandatory Supporting Documents:
□ Work Order / Purchase Order / Contract for the project
□ Client Certificate giving present status of the project and view of the quality of services by
the Bidder

175
CV Format of the Key Manpower

1 Name of the Staff
Current
2 Designation in
the Organisation
Proposed Role in
3
the Project
Proposed
4
Responsibilities
5 Date of Birth
□ Degree / Diploma, College, University, Year of Passing
6 Education
□ Degree / Diploma, College, University, Year of Passing
Summary of Key 
7 Training and

Certifications
Language Reading Writing Speaking
Language
8
Proficiency
From Month
and & Year/ To
Month and &
Year:
Employer:
Position Held:
Employment From Month

Record and & Year/ To
9 Month and &
(For the total
Relevant Year:
Experience) Employer:
Position Held:
From Month
and & Year/ To
Month and &
Year:
Employer:
Position Held:
Total No. of
10
Years of Work

176
Experience
Total No. of
Years of
11 Experience for
the Role
Proposed
Name of the
Assignment or
Highlights of
Project:
Relevant
Month &Year:
Assignments
handled and Location:
12 significant Client:
Accomplishments Main project
(Use following Features:
format for each Positions held:
project)
Activities
Performed:

177
10.4 Technical Bill of Material and Bill of Quantity (To be provided by the Bidder)
Please Note -
1. The Implementation Agency shall submit the technical proposal including the BoM with 'Make'
and 'Model' details excluding the Cost.
2. The Bidders can add additional line items as per their requirements
3. Bidder should not include any bid price information in the technical bid
Implementation Agency shall provide the same details as requested in the Section 11.2 Commercial
Bid Formats excluding man month rates and costs. The format is given.

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10.5 Authorization Letters from OEMs

Date: dd/mm/yyyy
To
Sub : Authorisation Letter to M/s. -------------- for the participation in the bid for Procurement of
Services for Implementation and Support of ERP Software for Electricity Billing,
Customer Care and allied activities
Ref : Bid No: <No> Dated <DD/MM/YYYY>
Sir,
We , (Name and Address of the Manufacturer) which are established

and reputed manufacturers of having factories at
(addresses of manufacturing / development locations) do hereby authorize M/s
(Name and Address of the Bidder) to bid, negotiate and conclude the
contract with you against the above mentioned bid for the above equipment / software
manufactured / developed by us.
We herewith certify that the above mentioned equipment’s/devices / software products are not end
of the life and we hereby undertake to support these equipment /devices / software for the duration
of minimum 5 years from the date of submission of the bid.
Yours faithfully,
For and on behalf of M/s (Name of the manufacturer)
Company Seal
Signature :
Name :
Designation :
Address :
Date :
Please Note - This letter of authority should be on the letterhead of the concerned manufacturer
and should be signed by a person competent and having the power of attorney to bind the
manufacturer.

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Annexure III: Commercial Bid Formats
11.1 Commercial Bid - Cover Letter

Date: dd/mm/yyyy
To
Sub : <Insert project/bid name>
Ref : Bid No: <No> Dated <DD/MM/YYYY>
Dear Sir,
We, the undersigned Bidders, having read and examined in detail all the bidding documents in
respect of “Procurement of Services for Implementation and Support of ERP Software for
Electricity Billing, Customer Care and allied activities“ do hereby propose to provide services
as specified in the bid referred above.
1. PRICE AND VALIDITY

□ All the prices mentioned in our bid are in accordance with the terms as specified in the bid
documents. All the prices and other terms and conditions of this bid are valid for a period of
180 calendar days from the date of opening of the Bids.
□ We hereby confirm that our bid prices include all taxes. Taxes are quoted separately under
relevant sections, as specified in the bid formats.
□ We have studied the clause relating to Indian Income Tax and hereby declare that if any
income tax, surcharge on Income Tax, Professional and any other Corporate Tax in altercated
under the law, we shall pay the same.
2. UNIT RATES
We have indicated in the relevant schedules enclosed, the unit rates for the purpose of payment
as well as for price adjustment in case of any increase to / decrease from the scope of work
under the contract.
3. DEVIATIONS
We declare that all the services shall be performed strictly in accordance with the bid documents
and there are no deviations.
4. QUALIFYING DATA
We confirm having submitted the information as required by you in your Instruction to Bidders.
In case you require any other further information/documentary proof in this regard before
evaluation of our bid, we agree to furnish the same in time to your satisfaction.
5. BID PRICE

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We declare that our Bid Price is for the entire scope of the work as specified in the bid document.
These prices are indicated in the subsequent sub-sections of this Section.
6. CONTRACT PERFORMANCE GUARANTEE BOND

We hereby declare that in case the contract is awarded to us, we shall submit the contract
Performance Bank Guarantee in the form prescribed in the bid.
We hereby declare that our bid is made in good faith, without collusion or fraud and the information
contained in the bid is true and correct to the best of our knowledge and belief.
We understand that our bid is binding on us and that you are not bound to accept a bid you receive.
We confirm that no Technical deviations are attached here with this commercial offer.
Thanking you,
Yours faithfully,
(Signature of the Authorised Signatory)

Name
Designation
Seal
Date:
Place:
Business Address:

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11.2 Commercial Bid Format and Instructions
The Bidder has to quote the rates in the BoQ Spreadsheet available online with this bid. Details to be
filled up for price bid are as below –
All bidders have to quote only the lump sum cost as per the summary of commercial format on the
e-tendering portal. Further, the selected Bidder should submit the breakup of the costs as per
reference tables in the soft format within three working days from the date of opening of the
Commercial bid. Also the selected bidder has to submit the further commercial breakup as required
by BEST which will be informed after selecting the bidder.
The fees shall be inclusive of GST, Income Tax, duties, fees, levies, charges and
commissions as applicable under the relevant Laws of India. Should there be a change in
applicable taxes, the actual taxes on the date of billing would prevail.
Description Cost in INR
(Basic Rate
Sr. No.
+ All the
taxes)
A1. License Cost of the proposed ERP solution
A2. Cost of Customization, Configuration and Implementation of the
proposed ERP solution for the required Modules
A3. Cost of Integration with Third Party or External Applications.
(refer Annexure IX for the indicative list of modules)
A4. Cost of Data Migration from Legacy Applications
A5. Hosting Charges
A6. Training of Staff
B. Maintenance Period of 5 years
B1 Annual Support for Licenses, if any
B2. Operations and Maintenance Support
B3. Hosting of Services
B4. Disaster Recovery Services
B5. Helpdesk Support
The Commercial Bid value would be arithmetic sum of table A and B in INR.
Please Note -
1. The Bidder should submit only the 'Summary of the Commercial Format' on the e-Tendering
portal and the detailed commercial bid should be submitted within 2 days of the opening of
Commercial Bid.
2. The bidders may visit the site and obtain additional information at their own cost.
3. The Implementation Agency will quote both for Implementation Cost and the Operations and
Maintenance Cost, the details of which are given in the Bid Document.

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4. It is mandatory for the successful bidder to submit the bank account details of any of the banks
approved by BEST (Specified in Annexure V of the bid document) for easy and quick payments.
All payments under the contract will be made only in this bank account through Electronic
Clearing System/RTGS/NEFT/CBS.
5. In case Go-Live is preponed or delayed, payment will be on actuals and the corresponding
operations and maintenance phase will start after the Go-Live is completed.
6. A Project Implementation Committee (PIC) will be constituted which will be responsible for
monitoring the performance of the Implementation agency and recommendations and approvals
for the payment.
7. If the implementation agency is liable for any penalty/liquidated damages as per the SLAs (refer
to the section 7.32), the same shall be adjusted from monthly payments due to the service.
8. BEST to scale up and scale down resources based on requirements. Any line items may be
removed from the scope based on BEST’s discretion.
9. All the prices are to be entered in Indian Rupees ONLY.
10. The allocated Secondary Resources of the service provider to provide services of different
modules can be interchanged as per the requirement of the BEST and in this case the order of
the General Manager (BEST) will be final. Also, it is to be mentioned that Vendor is strictly not
allowed for resource interchange among different modules without BEST permission.
11. Prices indicated in the schedules shall be inclusive of all taxes, Levies, duties etc. It is mandatory
to provide breakup of all Taxes, Duties and Levies wherever asked for.
12. During the payment stage, BEST reserves the right to ask the Bidder to submit proofs of payment
against any of the taxes, duties, levies indicated.
13. The Bidder needs to account for all Out of Pocket expenses due to Boarding, Lodging and other
related items. No additional/separate payment shall be made regarding the same.
14. For the purpose of evaluation of Commercial Bids, BEST shall make appropriate assumptions to
arrive at a common bid price for all the Bidders. This however, shall have no co-relation with the
Contract value or actual payment to be made to the Bidder.
15. The Contract Price shall be firm and not subject to any alteration.
16. The Implementation agency should be deemed to have satisfied itself as to the correctness and
sufficiency of the contract price, which shall, except as otherwise provided for in the contract,
cover all its obligations under the contract.
17. Wherever present, the items mentioned as Lump Sum in above table will have quantity as 1 in
the BOQ available online via e-tendering. However, the bidder should consider the same as Lump
Sum and submit the commercials.
18. All payments shall be made for the corresponding goods or services actually delivered, installed,
or operationally accepted, per the Contract Implementation Schedule, at unit prices and in the
currencies specified in the Commercial Bids.
In addition to the above Commercial Bid Format in part ‘A’ and ‘B’, the Bidder has to
quote the rates in the BOQ Spreadsheet ‘C – Commercials for additional man months in
case of change request management’ available online with this bid. Details to be filled up
for price bid are as below –
Sr. Description Cost in INR (Basic Rate + All the taxes)

No.
1st Year 2nd 3rd 4th 5Th

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Year Year Year year

C. Commercials for additional resources for
enhancement / New request/ Change request /
Future Integration
C1 Database Administrator Man-month Rate
C2 Programme Consultant Man-month Rate
C3 Asset Management Man-month Rate
Consultant
C4 Domain Expert for Electric Man-month Rate
Supply
C5 CRM Consultant Man-month Rate
C6 Meter Reading and Billing Man-month Rate
Consultant
C7 Device management and Man-month Rate
MDM Consultant
C8 BEST Portal Management Man-month Rate
Consultant
C9 Business Intelligence/ Man-month Rate
Business Objects
Consultant (Secondary)
C10 System Integration Man-month Rate
Consultant
C11 Mobile Platform Consultant Man-month Rate
C12 GRC Consultant Man-month Rate
C13 Testing Consultant Man-month Rate
C14 Project Manager Man-month Rate
C15 Solution Architect Man-month Rate
C16 Data Migration Manager Man-month Rate
Note – The evaluation will be done only on the basis of components defined in BOQ
containing part ‘A’ and ‘B’ only.

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Annexure IV: Draft Contract Agreement
DRAFT AGREEMENT
On a Rs. 100/- Non Judicial Stamp Paper
This Agreement, hereinafter referred to as “Agreement” is made this day of

20 at [office address]
BETWEEN
The General Manager, The BrihanMumbai Electric Supply & Transport Undertaking (“BEST”),
Maharashtra State, (which term or expression, unless excluded by or repugnant to the subject or
context, shall mean and include its successors-in office and assigns) of the First Part (which term or
expression, unless excluded by or repugnant to the subject or context, shall mean and include its
successors-in office and assigns) of the First Part;
AND
M/s , a company registered <Select as under The Companies Act, 1956/2013 or

Partnership Act, 1932 as applicable>having its registered office at and place
of business at , hereinafter referred to as “Service Provider”(which term
or expression, unless excluded by or repugnant to the subject or context, shall mean and include its
successors and permitted assigns) of the Second Part
Each individually a “Party” hereto and collectively the “Parties”
Whereas BEST intends to provide convenient and speedy services using Information and
Communication Technologies (ICT) to its officials and has published the bid vide its Tender number
[•] dated [•] to seek services for implementation and support of ERP Project at BEST Undertaking
along with the Cloud Hosting Services and Procurement of required Licenses;
And whereas M/s. ------------------------- had submitted its bid to

“Procurement of Services for Implementation and Support of ERP Software for
Electricity Billing, Customer Care and allied activities" for BEST;
Whereas after evaluation of the bids, BEST has shortlisted and selected the bid of [•] being the most
suitable bidder on the basis of QCBS and issued its LOA vide letter no. [•] dated [•].
And whereas BEST and M/s. --------------------------- have decided to enter into this Agreement on the
terms and conditions stipulated hereinafter.
Whereas the Service Provider has deposited the Performance Bank Guarantee as per the terms of
the Tender through [•]

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NOW, THEREFORE, in consideration of the premises covenants and promises contained herein and
other good and valuable considerations, the receipt and adequacy of which is hereby acknowledged,
the Parties intending to be bound legally, IT IS HEREBY AGREED between the Parties as follows –
I) Definitions, Interpretations and Other Terms
a. The “Agreement” shall mean this Agreement, together with the recitals and the
schedules and the contents, requirements, specifications and standards (as may be
amended, supplemented or modified in accordance with the provisions hereof) and
the Tender and acceptance thereof together with the documents referred to therein
including these conditions and appendices and any special conditions, the
specifications, designs, drawings, price schedules, bills of quantities and schedule of
rates. All these documents taken together shall be deemed to form one Contract and
shall be complementary to one another.
b. “Approved” shall mean approved in writing including subsequent confirmation of

previous verbal approval and “approval” shall mean approval in writing including as
aforesaid.
c. The “Annexure” referred to in these conditions shall mean the relevant annexure
appended to the Tender issued by the BEST.
d. “Bid” means the bid process conducted by BEST and the technical and commercial
bids submitted by the Service Provider, along with the subsequent clarifications and
undertakings, if any;
e. “Commencement Date” means the date upon which the Bidder receives the notice
to commence, issued by the BEST.
f. “Certificate of Taking-Over/ Take-over Certificate” shall mean the certificate

issued by BEST after completion of Works in all respects.
g. “Cost” means all expenditure properly incurred or to be incurred whether on or off
the site including overheads and other charges properly allocable thereto but does not
include any allowance for profit.
h. “Confidential Information” shall have the meaning as provided in clause XLIV (a);
i. “Customers” mean all citizens and business organization and users who use the
BEST services.
j. “Day” means Calendar day.
k. “Deliverables” means all the activities related to the setting up and operations of
the infrastructure, technical documents, Software Applications, customized Source
Codes, as defined in the bid and subsequent Corrigendum (if any), based on which
the technical bid and commercial bid was submitted by the Bidder and as required as
per this Agreement;

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l. “Damages” means the mutually agreed genuine pre-estimated loss and damages
payable by either Party to the other, as set forth in this Agreement, whether on per
diem basis or otherwise, which is incurred by a Party on account of sole acts or
omissions of the other Party which entitles such other Party to receive the same from
the defaulting Party are not by way of Penalty.
m. “Drawings” means all the drawings, calculations and technical information of a like
nature provided by BEST to the Service Provider under this Agreement and all
drawings, calculations, samples, patterns, models, operation & maintenance manual
and other technical information of like nature submitted by the Service Provider and
approved by BEST.
n. “Effective Date” means the date on which the Purchase Order or Letter of Intent is
issued to Service Provider;
o. “Letter of Acceptance” means the letter of formal acceptance, signed by BEST, of

the Letter of Bid, including any annexed memoranda comprising agreements between
and signed by both Parties. If there is no such letter of acceptance, the expression
“Letter of Acceptance” means the Agreement and the date of issuing or receiving the
Letter of Acceptance means the date of signing the Agreement.
p. “Month” means Calendar month of the Gregorian calendar.
q. “Permanent Works” means the permanent works to be executed and installation of

machineries in accordance with this Agreement at specified required site and location.
r. Performance Security” or “Performance Bank Guarantee” means the

irrevocable and unconditional Bank Guarantee provided by the Service Provider from
by any of the approved banks as specified in Annexure V of the Tender in favour of
“BrihanMumbai Electric Supply & Transport Undertaking” for an amount equivalent to
10% of the total contract value i.e. Rs………………………….(Rupees…………………..only);
s. “Proprietary Information” means processes, methodologies and technical and

business information, including drawings, designs, formulae, flow charts, data and
computer programs already owned/licensed by either Party or granted by third parties
to a Party hereto prior/ subsequent to the execution of this Agreement;
t. “Required Consents” means the written consents, clearances and licenses, rights
and other authorizations as may be required to be obtained by the Service Provider,
for all tasks/activities/software/hardware and communication technology for this
project; from all the concerned departments/agencies, etc. as the case may be.
u. “Specification” means the specification referred to in the Tender and any

modification thereof or addition or deduction thereto as may from time to time be
furnished or approved in writing by the BEST.

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v. The Start Date/Commencement Date is given in the Contract Data. It is the date
when the Service Provider shall commence execution of the Works. It does not
necessarily coincide with any of the Site Possession Dates.
w. “Temporary Works” shall mean all Temporary Works of every kind required in or
about execution, completion or maintenance of the work also Temporary Works are
works designed, constructed, installed, and removed by the Service Provider that are
needed for construction or installation of the Works of the Agreement as found
necessary as per suggestion of the BEST.
x. “Tender” means document seeking Bids from the Bidder’s to the BEST for the
execution and completion of the Works and the remedying of any defects therein in
accordance with the provision of the Agreement, as accepted by the Letter of
Acceptance.
y. “Time for Completion” means the time for completing the execution of and passing
the Tests on Completion of the Works or any Section or part thereof as stated in this
Agreement calculated from the Commencement Date.
z. Service Level(s) means the performance standards, which will apply, to the services
delivered through the Software Application and hardware implemented by the Service
Provider.
aa. Service Level Requirement(s) means the timelines and the quality levels to be
adhered to by the Service Provider for delivering various services under the
Agreement;
bb. Services means the content and services delivered and to be delivered to the
customers or the offices of BEST by the Service Provider, and includes but not limited
to the services specified in the Tender or as specified and incorporated in this
Agreement.
cc. “Specification” shall mean the specification referred to in the Tender and any
modification thereof or addition or deduction thereto as may from time to time be
furnished or approved in writing by the BEST.
dd. Users means the departmental staffs or any other BEST officials having access to
application including its Implementation Agencies, technology vendors, corporations
and agencies and their employees, as the context admits or requires.
ee. “Variation” means a change to the:-

I. Specification and /or Drawings (if any) which is instructed by the BEST.
II. Scope in the Agreement which is instructed by the BEST.
III. Price in the Agreement which is instructed by the BEST
ff. The “Works” shall mean the Permanent Works and the Temporary Works or either of
them as appropriate to be executed in accordance with this Agreement or part(s)

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thereof, as the case may be and shall include all extra or additional, altered or
substituted works as required for performance.
gg. “Writing” means any handwritten, type-written, or printed communication including

telex and facsimile transmission, electronic and digital media.
II) Interpretations
a. References to any statute or statutory provision include a reference to that statute or

statutory provision as from time to time amended, extended, re-enacted or
consolidated and to all statutory instruments made pursuant to it;
b. Words denoting the singular shall include the plural and vice-versa and words
denoting persons shall include firms and corporations and vice versa;
c. Unless otherwise expressly stated, the words “herein”, “hereof”, “hereunder” and
similar words refer to this Agreement as a whole and not to any particular Article,
Schedule. The term Articles, refers to Articles of this Agreement. The words “include”
and “including” shall not be construed as terms of limitation. The words “day” and
“month” mean “calendar day” and “calendar month” unless otherwise stated. The
words “writing” and “written” mean “in documented form”, whether electronic or hard
copy, unless otherwise stated;
d. The headings and use of bold type in this Agreement are for convenience only and
shall not affect the interpretation of any provision of this Agreement;
e. The Schedules to this Agreement form an integral part of this Agreement and will be
in full force and effect as though they were expressly set out in the body of this
Agreement;
f. Reference at any time to any agreement, deed, instrument, license or document of

any description shall be construed as reference to such agreement, deed, instrument,
license or other document as the same may be amended, varied, supplemented,
modified or suspended at the time of such reference;
g. References “roll out” includes, unless the context otherwise requires, design,
development, implementation, engineering, procurement, delivery, transportation,
installation, processing, fabrication, acceptance testing, certification, commissioning
and other activities incidental to the construction or roll out, and “construct” or “roll
out” shall be construed accordingly;
h. Any word or expression used in this Agreement shall, unless defined or construed in
this Agreement, bear its ordinary English language meaning;
i. The damages payable by a Party to the other Party as set forth in this Agreement,
whether on per diem basis or otherwise, are mutually agreed genuine pre-estimated
loss and liquidated damages likely to be suffered and incurred by the Party entitled to
receive the same and are not by way of penalties;

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j. This Agreement shall operate as a legally binding agreement specifying the master
terms, which apply to the Parties under this agreement and to the provision of the
services by the Service Provider;
k. BEST may nominate a technically competent agency/individual(s) for conducting

acceptance testing and certification of the various requisite infrastructure to ensure a
smooth, trouble free and efficient functioning of the Scheme or carry out these tasks
itself;
l. The agency/individual nominated by the BEST can engage professional organizations

for conducting specific tests on the software, hardware, networking, security and all
other aspects;
m. The agency/individual will establish appropriate processes for notifying the Service
Provider of any deviations from the norms, standards or guidelines at the earliest
instance after taking cognizance of the same to enable the Service Provider to take
corrective action;
n. Such an involvement of and guidance by the agency/person will not, however, absolve
the Service Provider of the fundamental responsibility of designing, installing, testing
and commissioning the application and the infrastructure for efficient and effective
delivery of services as contemplated under this Agreement.
o. The following documents forming this Agreement are to be taken as mutually

explanatory of one another:
i. This Agreement;
ii. Purchase Order or Letter of Intent issued by BEST to the Service Provider
and
iii. Clarification and Corrigendum Documents published by BEST subsequent to

the bid for this work
iv. Tender of BEST for this work
v. Detail Commercial bid of the Service Provider accepted by BEST
vi. Service Provider’s ‘Technical Bid’ submitted in response to the bid and
responses/clarifications provided in response to queries raised by BEC.
p. i) In the event of conflict between this Agreement and the Schedules, the terms of this
Agreement shall prevail; with overriding effect;
ii) In the event of conflict between terms of this Agreement and the Tender, the terms
of the Tender shall prevail to the extent of such conflict.
III) Term of this Agreement

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□ The term of this Agreement shall be a period of 75 months from the date of execution
of this Agreement. This includes the time required for Implementation and Operations
and Maintenance Support.
□ In the event of implementation period getting extended beyond the stipulated time,
for reasons not attributable to the Service Provider, BEST reserves the right to extend
the term of the Agreement by a suitable period with mutual consensus to allow
validity of Agreement from the date of operational acceptance.
IV) Performance Bank Guarantee
a. The Performance Bank Guarantee deposited by the Service Provider shall be

discharged/ returned by BEST upon being satisfied that there has been due
performance of the obligations of the Service Provider under this Agreement.
b. No interest shall be payable on the Performance Bank Guarantee.
c. In the event of the Service Provider being unable to service the Agreement for
whatever reason, BEST shall be entitled to invoke the Performance Bank Guarantee.
d. Notwithstanding and without prejudice to any rights whatsoever of BEST under this
Agreement in the matter, the proceeds of the Performance Bank Guarantee shall be
payable to BEST as damages for the Service Provider’s failure to complete its
obligations under this Agreement.
e. BEST shall also be entitled to make recoveries from the Service Provider’s bills,
Performance Bank Guarantee, or from any other amount due to the Service Provider,
the equivalent value of any payment made to the Service Provider due to
inadvertence, error, collusion, misconstruction or misstatement.
f. In case of breach of Agreement or violation of any terms of the Agreement the

Performance Bank Guarantee shall be forfeited.
V) BEST’s Decision
a. Except where otherwise specifically stated, the BEST representative in consideration
with Service Provider will decide contractual matters between BEST and the Service
Provider in the role representing the BEST. However, if BEST representative is
required under the rules and regulations and orders of the BEST to obtain prior
approval of some other authorities for specific actions, he will so obtain the approval,
before communicating his decision to the Service Provider.
b. Except as expressly stated in this Agreement, BEST representative shall not have any
authority to relieve the Service Provider of any of his obligations under the contract.
VI) Delegation
BEST representative, with the approval of the BEST Authority, may delegate any of his duties
and responsibilities to other person(s), except to the Adjudicator, after notifying the Service
Provider, and may cancel any delegation after notifying the Service Provider.

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VII) Communication
All certificates, notices or instructions to be given to the Service Provider by BEST shall be
sent on the address / Email Address or contact details given by the Service Provider of Bid.
The address and contact details for communication with the BEST shall be as per the details
given in Agreement Data. Communications between parties that are referred to in the
conditions shall be in writing. The Notice sent by facsimile (fax) or other electronic means
shall be effective on confirmation of the transmission. The Notice sent by Registered post or
Speed post shall be effective on delivery or at the expiry of the normal delivery period as
undertaken by the postal service.
VIII) Other Bidders

The Service Provider shall cooperate and share the Site with other entities, public authorities,
utilities, and the BEST between the dates given, as referred to in the Agreement. The Service
Provider shall also provide facilities and services for them as described in the Schedule. The
BEST may modify the Schedule of entities and shall notify the Service Provider of any such
modification.
IX) Personnel
a. The Service Provider’s personnel shall appropriately be qualified, skilled and experienced
in their respective trades or occupations. BEST shall have authority to remove, or cause to
be removed, any person employed on the site or Works, who carries out duties
incompetently or negligently.
b. If BEST asks the Service Provider to remove a person who is a member of the Service
Provider‘s staff or work force, stating the reasons, the Service Provider shall ensure that
the person leaves the site within 15 days preferably immediately and has no further
connection with the Works in this Agreement.
X) Service Provider’s Risks

All risks of loss of or damage to physical tangible property and of personal injury and death
which arise during and in consequence of the performance of the Agreement other than the
Force Majeure, are the responsibility of the Service Provider.
XI) Management Meetings
a. BEST may require the Service Provider to attend a management meeting. The business
of a management meeting shall be to review the plans for progress of the Works.
b. BEST shall record the business of management meetings and provide copies of the
record to those attending the meeting. The responsibility of the Parties for actions to be
taken shall be decided by BEST either at the management meeting or after the
management meeting and stated in writing to all those who attended the meeting.
XII) Tests

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a. The Service Provider will have to perform the mandatory tests as prescribed in the
Specifications. The Service Provider shall be solely responsible for:
a. Carrying out the mandatory tests prescribed in the Specifications, and
b. For the correctness of the test results, where preformed.
b. If BEST instructs the Service Provider to carry out a test not specified in the
Specification/ Quality Assurance Handbook to check whether any work has a defect and
the test shows that it does, the Service Provider shall pay for the test and any samples.
If there is no defect, the test shall be a compensation event.
c. The cost of testing shall be borne by the Service Provider even if the result of the sample
confirms or do not confirm to the relevant specifications.
d. All expenditure required to be incurred in testing shall be borne by the Service Provider
himself.
XIII) Variations
BEST shall, having regard to the scope of the Works and the sanctioned estimated cost, have
power to order, in writing, Variations within the scope of the Works it considers necessary or
advisable during the progress of the Agreement. Such Variations shall form part of the
Agreement and the Service Provider shall carry them out and include them in updated
Programmes produced by the Service Provider.
XIV) Payment for Variations
If rates for Variation items are specified in the Bill of Quantities, the Service Provider shall
carry out such work at the same rate.
XV) Operation and Maintenance Manuals
a. If Drawings and/or operating and maintenance manuals are required, the Service Provider
shall supply them by the dates stated in the Agreement Data.
b. If the Service Provider does not supply the Drawings and/or manuals by the dates stated in
the Agreement Data, or they do not receive the BESTs approval, BEST shall withhold the
amount stated in the Agreement Data from payments due to the Service Provider.
XVI) Compliance with Labour Regulations

a. During continuance of this Agreement, the Service Provider shall abide at all times by all
existing labour enactments and rules made there under, regulations, notifications and bye
laws of the State or Central Government or local authority and any other labour law
(including rules), regulations, bye laws that may be passed or notification that may be issued
under any labour law in future either by the State or the Central Government or the local
authority.

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b. Furthermore, the Service Provider shall keep BEST indemnified in case any action is taken
against the BEST by the competent authority on account of contravention of any of the
provisions of any Act or rules made there under, regulations or notifications including
amendments. If BEST is caused to pay or reimburse, such amounts as may be necessary to
cause or observe, or for non-observance of the provisions stipulated in the notifications/bye
laws/Acts/Rules/regulations including amendments, if any, on the part of the Service
Provider, BEST shall have the right to deduct any money due to the Service Provider including
its amount of Performance Guarantee. BEST shall also have right to recover from the Service
Provider any sum required or estimated to be required for making good the loss or damage
suffered by BEST.
c. The Service Provider shall require his employees to obey all applicable laws, including those
concerning safety at work.
d. The employees of the Service Provider in no case shall be treated as the employees of the
BEST at any point of time.
XVII) Official Secrecy
The Service Provider shall of all the persons employed in any Works in connection with the
Agreement that the India Official Secrets Act, 1923 (XIX of 1923) applies to them and will
continue to apply even after execution of the said Works and they will not disclose any
information regarding this Agreement to any third party. The Service Provider shall also bring
into notice that, any information found to be leaked out or disclosed the concern person as
well as the Service Provider will be liable for penal action; further the BEST will be at liberty
to terminate this Agreement without notice.
XVIII) Patent, Rights &Royalties
The Service Provider shall save harmless and indemnify the BEST from and against all claims
and proceedings for or on account of infringement of any Patent rights, design trademark or
name of other protected rights in respect of any constructional plant, machine work, or
material used for or in connection with the Works or any of them and from and against all
claims, proceedings, damages, costs, charges and expenses whatsoever in respect thereof or
in relation thereto. Except where otherwise specified, the Service Provider shall pay all
tonnage and other royalties, rent and other payments or compensation, if any, required for
the Works.
XIX) Payment, Taxes & Claims
a. The limit for unforeseen Risks

Under no circumstances whatever the Service Provider shall be entitled to any compensation
from BEST on any account of a Force Majeure unless the Service Provider shall have
submitted a claim in writing to BEST within 1 month of the case of such claim occurring.
b. No interest for delayed payments due to disputes, etc.

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It is agreed that the BEST or its representative or Officer shall not be liable to pay any
interest or damage with respect of any moneys or balance which may be in its or its
representative’s or officer’s hands owing to any dispute or difference or claim or Power Utility
Software understanding between the BEST or its representative or Officer on the one hand
and the Service Provider on the other, or with respect to any delay on the part of the BEST or
representative or Officers in making periodical or final payments or in any other respect
whatever.
XX) Proprietary data
All documents and other information supplied by the Authority or submitted by a Service
Provider to BEST, Authority shall remain or become the property of BEST Authority. Service
Provider are to treat all information as strictly confidential and shall not use it for any purpose
other than for preparation and submission of their Application. BEST Authority will not return
any Application or any information provided along therewith.
XXI) Taxes
a. G.S.T. and other State Levies/ Cess which are not subsumed under GST will be applicable.
The Service Provider has already quoted the price inclusive of all taxes. It is clearly
understood that BEST will not bear any additional liability towards payment of any Taxes &
Duties.
b. Wherever the services to be provided by the Service Provider falls under Reverse Charge
Mechanism, the price quoted shall be exclusive of GST, but inclusive of Taxes/ Duties/ Cess
other than GST, if any.
c. Rates accepted by BEST shall hold good till completion of work and no additional individual
claim shall be admissible on account of fluctuations in market rates, increase in taxes/ any
other levies/ tolls etc. Except that payment/ recovery for overall market situation shall be
made as per price variation.
XXII) Defaults of Service Provider
a. Agreement may be rescinded and Performance Bank Guarantee (PBG) forfeited for bribing a
public officer;
b. If the Service Provider assigns or sublets his contracts or attempt so to do;
c. Fails to perform any obligation under this Agreement;
d. If bribe, gratuity, gift, loan, perquisite, reward or advantage, pecuniary or otherwise, shall
either directly or indirectly be given and promised or offered by the Service Provider or any of
its servants or agents through public officer, or person in the employ of BEST/Govt.
e. any representation or warranty made by Service Provider in or pursuant to this Agreement or
in any document or certificate or statement is or proves to have been incorrect in any
material respect when made and the circumstances giving rise to the breach of such
representation or warranty.

195
Upon occurrence of any of the above mentioned defaults of the Service Provider, the
Performance Bank Guarantee (PBG) of the Service Provider shall thereupon stand forfeited
and be absolutely at the disposal of BEST and the same consequences shall ensure as if the
Agreement had been rescinded; and in addition the Service Provider shall not be entitled to
recover or be paid for any work therefore actually performed under the Agreement.
XXIII) Fees
a. Total fees to be paid to the Service Provider for the execution of this Agreement shall as per
the Section 9 of Commercial Bid Formats
<<NOTE >>: While Preparing the Contract please copy paste the pertinent
section from Section 9 Commercial Bid Format.
b. The fees shall be inclusive of GST, Income Tax, duties, fees, levies, charges, and
commissions as applicable under the relevant laws of India. Should there be a change in
applicable taxes, the actual taxes on the date of billing would prevail.
XXIV) Work Completion Timelines and Payment Terms
a. Service Provider will be paid as per its bid price and commercial terms and conditions
mentioned in this Agreement.
b. The Work Completion timelines are provided Subsystem wise:
‘T’ = Date of issue of “Purchase Order”

c. The below represents the work completion timelines and payment terms of the project
having implementation period of 9months, post implementation and Cloud Hosting
supportfor5 years. Please note the Timelines are based upon assumptions.
No.
1 Kick-off Meeting T + 0.5 months
Nil
2 Mobilization of team T + 1 month
Nil
3 Submission of SRS T + 2 month
Nil
4 Approval of SRS T + 
3 months 10% of A2
 10% of A3
 10% of A4
5 License cost of proposed ERP for T + 3 months upon  30% of A1
designing and UAT approval of SRS **
***
6 Design Completion T + 4 months  10% of A2
 10% of A3
 10% of A4
7 System Integration test completion T + 6 months  10% of A2

196
 10% of A3
 10% of A4
 10% of A5
8 Readiness of the data center for hosting T+ 6 months  10% of A2
the application as certified by lead  10% of A3
bidder  10% of A4
 30% of A5
9 User Acceptance testing T + 7 months  30% of A1
 20% of A2
 20% of A3
 20% of A4
 20% of A5
10 Training of staff T + 8 Months  90% of A6
11 Security Audit certificate for Go-Live T + 8 months  20% of A1
and Data Migration  10% of A2
 10% of A3
 10% of A4
 10% of A5
12 Achievement of Go-Live T + 9 months  20% of A1
 30% of A2
 30% of A3
 30% of A4
 30% of A5
 10% of A6
** The cost of licenses should not be more than 25% of the overall cost of the project
proposed by the bidder.
***Implementation Agency / Implementation Agency has to apply staggered Licenses
approach. However, the payment will be disbursed accordingly for staggered Licenses.
Initially part of the licenses (as per the need) should be procured and remaining
licenses should be procured after UAT is completed and before go-live.
B. Maintenance period of 5 years

No.
1 Annual support regarding licenses, Payable yearly for B1/5
if any 5 years in advance at the (B1 divided by 5)
beginning of the year.
2 Operations and maintenance Payable bimonthly for B2/30
support for solution 5 years (B2 divided by 30)
3 Hosting of services Payable bimonthly for B3/30
4 Disaster Recovery services Payable bimonthly B4/30
5 Helpdesk Support Payable bimonthly for B5/30

197
d. Disbursement of payment to the Implementation Agency is based on completion of tasks

indicated as above on completion of relevant milestone.
e. Disbursement of payment to Service Provider will be based on below deliverables submitted
by Service Provider or each components mentioned above.
f. Adherence to timelines is critical for the success of the project.
g. No advance payment shall be made for staff mobilization.
h. If the Service Provider is liable for any damage as per the SLA (refer to the related clause of
this agreement), the same shall be adjusted from payments due to the Service Provider.
i. BEST will release the payment within 30 days of submission of valid invoice subject to the
performed as per the scope of the project and meeting the SLA Criteria. BEST shall be
entitled to delay or withhold the payment of a disputed invoice or part of it delivered by
Service Provider, when BEST disputes such invoice or part of it, provided that such dispute is
bonafide.
j. It is mandatory for the Service Provider to open a bank account in any of the banks approved
by BEST (Specified in Annexure V of the Tender) for easy and quick payments. All payments
under the Agreement will be made only in this bank account through Electronic Clearing
System/RTGS/NEFT/CBS.
k. BEST at its own discretion may decide to release the partial payment (up to 30%) for specific
milestones, acceptance of which got delayed for reasons not attributable to the Service
Provider. In such cases the remaining 70% shall be released on full acceptance of that
particular milestone by BEST.
l. The payments for Support of BEST ERP systems after Go Live and Hosting and Support
Charges post ERP Go Live to the Service Provider will be made on the Quarterly invoices
generated by Service Provider on the basis of the resources deployed on a time and material
basis with certified attendance sheet (Attendance should be based on Aadhar based
Biometric Attendance System implemented at BEST) from appointed authorities of BEST.
Attendance sheet along with the deliverable certificate from the BEST nodal officer should be
submitted with the Quarterly invoice for payment. In case the damages are in excess of the
quarterly payment, Service Provider shall pay the same in form of demand draft to BEST
within 2 weeks of intimation failing which an interest of 1.5% will be applicable per day.
m. The cumulative amount will be paid to the Service Provider after obtaining adequate
satisfaction certificate from the end users. Payment will be made to the Service Provider
inclusive of GST. Should there be a change in applicable taxes, the actual taxes on the date
of billing would be prevail.
n. Payment for last 2 quarters shall be made at the end of Agreement after due calculation of
SLA and damages. If the damage is in excess of the amount to be paid the same shall be
paid by the Service Provider within 2 weeks of Agreement closure failing which an interest of
1.5% will be applicable per day.

198
o. The Service Provider shall submit the Bills/Invoices as per the terms & conditions of the
Tender and Agreement.
p. BEST will release the payment within 30 days of submission of valid invoice subject to the
performed to the satisfaction of BEST. BEST shall be entitled to delay or withhold the
payment of any invoice or part of it delivered by Service Provider, when BEST disputes such
invoice or part of it, provided that such dispute is bonafide.
q. It is mandatory for the Service Provider to open a Bank Account in any of the banks approved
by BEST (specified in Annexure V of the Tender) for easy and quick payments. All payments
under the Agreement will be made only on this Bank Account through Electronic Clearing
System/ RTGS/ NEFT/ CBS.
Service Level Agreements

a. The purpose of this Service Level Requirements/Agreement (hereinafter referred to as
SLR/SLA) is to clearly define the levels of service which shall be provided by the Service
Provider to the BEST for the duration of this Agreement period of the Project.
b. Timelines specified in the above section (Work Completion Timelines and Payment
Terms) shall form the Service Levels for delivery of Services specified there-in.
c. All the payments to the Service Provider are linked to the compliance with the SLA metrics
specified in this Agreement.
d. The project Service Level Agreement are proposed to be performance based. For
purposes of Service Level Agreement, the definitions and terms as specified along with
the following terms shall have the meanings set forth below:
8. “Uptime” shall mean the time period for which the specified services / components with
specified technical and service standards are available for the application. Uptime, in
percentage, of any component (Non-IT and IT) can be calculated as:
Uptime = {1- [(System Downtime) / (Total Time – Planned Maintenance Time)]} * 100
9. “Downtime” shall mean the time period for which the specified services / components
with specified technical and service standards are not available for the Users, the
scheduled outages / Planned Maintenance time planned in advance for application,
related infrastructure and link failures. This includes Servers, Routers, Firewall, Switches,
all servers and any other IT and non-IT infrastructure, their subcomponents etc. at all
Project locations etc. The planned maintenance time / scheduled downtime will include
activities like software upgrades, patch management, security software installations etc.
10. The Service Provider will be required to schedule ‘planned maintenance time’ with prior
approval of BEST. This will be planned outside working time. In exceptional
circumstances, BEST may allow the Service Provider to plan scheduled downtime in the
working hours.
11.“Incident” refers to any event / abnormalities in the functioning of the application,

Infrastructure and services that may lead to disruption in normal operations.

199
12.“Helpdesk Support” shall mean the 24x7x365 centre which shall handle Fault reporting,
Trouble Ticketing and related enquiries during this Agreement.
13.“Response Time” shall mean the time incident is reported to the help desk and an
engineer is assigned for the call.
14.“Resolution Time” shall mean the time taken (after the incident has been reported at the
helpdesk), in resolving (diagnosing, troubleshooting and fixing) or escalating (to the
second level) getting the confirmatory details about the same from the Service Provider
and conveying the same to the end user), the services related troubles during the first
level escalation.
e. The resolution time shall vary based on the severity of the incident reported at the help
desk. The severity would be as follows:
1. Critical / High: The application is down impacting critical business functions or multiple
modules/functions down impacting users on daily operations or any module /functionality
deemed as highly critical by BEST.
2. Medium: One module/functionality down impacting critical business functions having
major impact on daily operations.
3. Low: Loss of business functionality for less than 10 users impacting day to day operations
or minor functionality down impacting less than 10 users.
There are the following categories of the SLAs:
1. Implementation and Hosting of ERP solutions and data migration along with the products
mentioned in the Annexure IX.
2. Deployment of Manpower
3. Application Performance
4. Disaster Recovery
5. Training
6. Security Audit
7. Support/Issue Response and Resolution
8. Change Request
9. Reporting
Commencement of SLA: The SLA shall commence from implementation period itself for
adherence to the implementation plan. The damage will be deducted from the next payment
milestone during the implementation period. During the O & M period, the damages will be
deducted from the quarterly payments.
A)Implementation of ERP solutions and Products mentioned as per Annexure IX

including Data Migration and Hosting Charges (including DR) till go Live
Sr. Parameter Metric Basis Damages
No.
1. Adherence to planned The delay for each Per  Rs15000/day
implementation schedule. milestone as per the Occurrence penalty for the
□ Project Initiation agreed schedule first 3 months
□ Team Mobilization should not be □ Rs 20000/day for

200
□ User Acceptance exceeded the next three

Testing months
□ Implementation and □ Rs 25000/day for
Operational Six months
Acceptance onwards
2. Submission of deliverables To be submitted Per  Rs15000/day
as relevant to the individual within 10 days of Occurrence penalty for the
milestones/stages the completion of first 3 months
Various deliverables such as the individual □ Rs 20000/day for
□ Inception Report milestone. the next three
□ Survey Report months
□ Project Plan □ Rs 25000/day for
□ Quality Plan Six months
□ Design Documents onwards
□ SRS
□ Test Cases and results
□ User Manuals
□ Training Manual
□ Technical Documents
like System Architecture,
Network/Infrastructure
Architecture, etc.
3. Failure to implement Per module Per module  Rs15000/day
Products mentioned as per penalty for the
Annexure IX first 3 months
□ Rs 20000/day for
the next three
months
Rs 25000/day for Six
months onwards
B) Deployment of Manpower
No.
1 Mobilisation of the team for Within 1 month from Per  Rs15000/day
commencement of work the date of issue of Occurrence penalty for the
the first 3 months
LoI/Purchase/Work □ Rs 20000/day for
Order whichever is the next three
earlier months
□ Rs 25000/day for
Six months
onwards
2 Manpower Availability & Rs 10,000 per day per
Readiness 100% as per Resource in case there is
requirement Daily shortage in manpower
timelines deployment or lack of
adequate skills as listed

201
is the section
absent for any working
day, the payment of that
resource will be deducted
on pro-rata basis from
the running quarter bill.
not available for
continuous 7 working
days, the penalty of Rs.
10,000 per day will be
imposed.
3 Replacement of resources Within 15 days of Per Rs. 5,000 per week of
release of existing occurrence delay for deployment of
resource initiated alternate resource
either by BEST or
the Service Provider.
The resource should
be of equivalent or
higher qualification
and experience.
C)Application Performance post Go Live
No.
3. Average Response Time Less than or equal Per occurrence. Per occurrence
during peak usage hours as to 10 seconds This will be penalty shall be Rs.
measured by EMS Tools. calculated monthly 1,000. Maximum
after the Go-live penalty of 10 % of
of the application. Agreement value is
4. Application Uptime >= 99.95% Per occurrence. permissible, post
□ Database Server This will be which BEST may
Uptime calculated monthly invoke Annulment
□ Application Server after the Go-live of the Agreement.
Uptime of the application. Penalty will be
□ Web Server Uptime deducted from the
□ All SAN Storage quarterly
Uptime payments.
□ Any other IT
component in the
Infrastructure
Architecture
D)Disaster Recovery
Sr. Parameter Target Penalty
No.
1. RTO <= 4 hours Rs. 10,000 per additional hour of delay subject to a maximum
delay of 10 hours, post which BEST may invoke annulment of

202
the contract.
2. RPO <= 2 hours Rs. 10,000 per additional block of 30 minutes subject to a
The key maximum delay of 5 hours, post which BEST may invoke
transaction annulment of the contract.
data shall
have RPO of
15 minutes
3. Mock Drill □ To be Rs. 5000 for delay of each week, subject to a maximum of
conducted 10% of contract value.
every 6
months
□ Successful
switch
over and
operation
of
application
4. Recovery of T weeks, Rs. 5,000 for delay of each week, subject to a maximum of
data lost where 10% of contract value.
during T is the time
disaster period
mutually
agreed
between
BEST and IA
for the 100%
recovery of
lost
data
E) Security Audit and ISO Certification
No.
1. Third Party Security Audit Once every year Per Rs. 5,000 for delay of
Certificate from CERT-In (first Security Audit occurrence each week, subject to a
empaneled agencies for to be done Before maximum of
the entire application with GO Live ) 10% of Agreement
cloud infrastructure of the value.
project and the action
taken report by the Service
Provider

203
F)Training
Sr. Parameter Metric Frequency/basis Penalty
No.
1. Adherence to training
95% of the batches Batches planned Rs. 5,000 per
timetable at individual per institution breach per batch.
institutions to be
conducted as per
planned schedule.
2. Training Feedback from 75% of the Feedback Per Rs. 1,000 per
Participants and training participants in a batch breach per batch.
completion certification batch to offer a
feedback rating of 3
or above on a scale
of 1 to 5.
G) Support/Issue Response and Resolution

No.
1. Severity 3 Issue (Low) Resolution Time <= Per Rs. 5,000 for every
4 days from the Incident additional day delay in
time the resolution time, subject
complaint/query is to a maximum of 10%of
allocated for contract value, post
resolution by the which BEST may
helpdesk. Invoke annulment of the
contract.
2. Severity 2 Issue (Medium) Resolution Time <= Per Rs. 10,000 for delay of
2 day from the time Incident every additional day
the complaint/query subject to a maximum of
is allocated for 10% of contract value,
contract
3. Severity 1 Issue (Critical) Resolution Time <= Per Rs. 25,000 for delay of
1 day the Incident every additional day
complaint/query is subject to a maximum of
allocated for 10% of contract value,
contract
4. Average Call Lost Rate <=1% Per Rs. 1000 for every
(Total No. Of calls lost Month additional 1% call lost
because they were not subject to a maximum of
attended by an operator / 10% of contract value,
Total incoming calls )*100 post which BEST may
invoke annulment of the
contract.

204
H)Change Request
No.
1. Criticality of < T, Weekly per Rs. 5,000 value per
Change Occurrence week subject to a
where T is the timeframe for
maximum10% of
completion of the Change request
contract value post
as agreed upon by BEST and the
which BEST may
Implementation Agency
invoke annulment of
the contract.
I)Reporting during pre-implementation, implementation and post implementation
phases ( including Operations and Maintenance Phase)
Weekly Status Delivered on Weekly Basis No Penalty
Report
Monthly Status Report Delivered at monthly intervals by the Rs. 5000 per additional week’s
5th of every month with the details of delay.
the previous month. The format of
the report shall be mutually agreed
between BEST and the IA
J)OS , DB ,Security Patches , enhancement Packages upgradation Post Go Live
Installation/Upgradation Per Occurrence Rs. 5,000 for delay of each week,
of Packages , updates , subject to a maximum of
upgrades and patches of 10% of contract value.
OS , DB ,application as
and when available and
provided by OEM within
three months and
critical Patches/updates
to be done within 10
days from the release of
OEM
K)Miscellaneous Factors
Scheduled downtime for Per Occurrence Rs. 1, 00,000 per occurrence for
System Maintenance per unscheduled downtime or
week scheduled downtimes exceeding
<= 2 times per month the specified metric.
Application Security Per occurrence Depending on the type of
Cyber Crime / Hacking Incident and its impact , a
/Data Theft /Fraud penalty of INR 1,00,000 per
attributable to the incident or in case of severe
service Provider issues ( as defined by BEST )
such breach may lead to
termination of Agreement.

205
a. The down time will be calculated on monthly basis. Non-adherence to any of the services as
mentioned below will lead to damage as per the SLA clause and will be used to calculate
downtime. The downtime calculated shall not include the following:
□ Down time due to hardware/software and application which is owned by BEST at their
premises
□ Negligence or other conduct of BEST or its agents, including a failure or malfunction

resulting from applications or services provided by BEST or its vendors.
□ Failure or malfunction of any equipment or services not provided by the Bidder.

b. It is the responsibility/onus of the Service Provider to prove that the outage is attributable to
BEST. The Service Provider shall obtain the proof authenticated by the BEST’s official that the
outage is attributable to the BEST.
□ The Agency shall deploy sufficient manpower suitably qualified and experienced in shifts
to meet the SLA. Agency shall appoint as many team members as deemed fit by them, to
meet the time Schedule and SLA requirements.
XXV) Professional Project Management
a. Service Provider shall execute the project with complete professionalism and full commitment to
the scope of work and the prescribed service levels. Service Provider shall attend regular Project
Review Meetings scheduled by BEST and shall adhere to the directions given during the
meeting. Following responsibilities are to be executed by the Service Provider in regular manner
to ensure the proper management of the project:
i. Finalization of the Project plan in consultation with BEST and its consultant. Project Plan
should consist of work plan, communication matrix, timelines, Quality Plan, Configuration
Management Plan, etc.
ii. Appointment of manager who will act as SPOC for BEST.
iii. Plan and deploy the resources in conjunction with the Project Plan and to execute roles
and responsibilities against each activity of the project plan.
iv. Preparation and regular update of the Risk Register and the Mitigation Plan. Timely
communication of the same to all the identified project stakeholders
v. Submission of Weekly Project Progress Reports
vi. Monthly Compliance report, which will cover compliances to Project Timelines, Project
Team, Hardware and Software delivered, SLAs, etc.
vii. Provision of dashboard to check status of progress of maintenance, support,
implementation and customization work.
viii. The Service Provider should ensure that the behavior of its staff and other manpower is
decent. The agency will be held responsible for indecent behavior of manpower, &such
employees should be immediately replaced when such matter is reported. In case, non-
availability of personnel, the agency will be penalized as per the SLA.
ix. Employees of the Service Provider shall always wear identity card.
XXVI) Use and Acquisition of Assets during the term

206
The Service Provider shall–
i. Take all reasonable and proper care of the entire hardware and software, network or any
other information technology infrastructure components used for the project and other
facilities leased/owned by the Service Provider exclusively in terms of the delivery of the
services as per this Agreement (hereinafter the “Assets”) in proportion to their use and
control of such Assets which will include all upgrades/enhancements and improvements to
meet the needs of the project arising from time to time.
ii. Term “Assets” also refers to all the hardware / software / furniture / data /
documentations / manuals / catalogues / brochures / or any other material procured,
created or utilized by the Service Provider.
iii. Keep all the tangible Assets in good and serviceable condition (reasonable wear and tear
excepted) suitably upgraded subject to the relevant standards as stated in the bid to
meet the SLAs mentioned in the Agreement and during the entire term of the Agreement.
iv. Ensure that any instructions or manuals supplied by the manufacturer of the Assets for
use of Assets and which are provided to the Service Provider will be followed by the
Service Provider and any person who will be responsible for the use of the Asset.
v. Take such steps as may be recommended by the manufacturer of the Assets and notified
to the Service Provider or as may be necessary to use the Assets in a safe manner.
vi. To the extent that the Assets are under the control of the Service Provider, keep the
Assets suitably housed and in conformity with any statutory requirements from time to
time applicable to them.
vii. Not, knowingly or negligently use or permit any of the Assets to be used in contravention
of any statutory provisions or regulation or in any way contrary to law.
viii. Use the Assets exclusively for the purpose of providing the Services as defined in the
Agreement.
ix. Ensure the integration of the software with hardware to be setup and the current Assets
in order to ensure the smooth operations of the entire solution architecture to provide
efficient services to BEST of this Project in an efficient and speedy manner
x. Service Provider shall not use BEST data to provide services for the benefit of any third
party, as a service bureau or in any other manner.
XXVII) Security and safety
i. The Service Provider will comply with the directions issued from time to time by BEST and
the standards related to the security and safety in so far as it applies to the provision of
the Services.
ii. Adherence to basic e-Governance Guidelines and Standards for data structure (if any)
shall be adhered to.
iii. Service Provider shall also comply with BEST / Government of Maharashtra’s /
Government of India’s information technology security and standard policies in force from
time to time as applicable. BEST shall share the relevant guidelines and standards to the
Service Provider upon signing of this Agreement.
iv. Service Provider shall use reasonable endeavors to report forthwith in writing to all the
partners / contractors about the civil and criminal liabilities accruing due to any
unauthorized access (including unauthorized persons who are employees of any Party) or

207
interference with BEST’s data, facilities or Confidential Information.

v. The Service Provider shall upon reasonable request by BEST or his/her nominee(s)
participate in regular meetings when safety and information technology security matters
are reviewed.
vi. Service Provider shall promptly report in writing to BEST any act or omission which they
are aware that could have an adverse effect on the proper conduct of safety and
information technology security at BEST.
XXVIII) Indemnity
a. The Service Provider agrees to indemnify and hold harmless BEST, its officers, employees and
agents(each an “Indemnified Party”) promptly upon demand at any time and from time to
time, from and against any and all losses , claims, damages, liabilities, costs (including
reasonable attorney’s fees and disbursements) and expenses (collectively, “Losses”) to which
the Indemnified Party may become subject, in so far as such losses directly arise out of, in
any way relate to, or result from
i. Any mis-statement or any breach of any representation or warranty made by the Service
Provider or;
ii. The failure by the Service Provider to fulfill any covenant or condition contained in this
Agreement, including the breach of any terms and conditions of this Agreement by any
employee or agent of the Service Provider. Against all losses or damages arising from
claims by third Parties that any Deliverable (or the access, use or other rights thereto),
created by Service Provider pursuant to this Agreement, or any equipment, software,
information, methods of operation or other intellectual property created by Service
Provider pursuant to this Agreement, or the SLAs (I) infringes a copyright, trade mark,
trade design enforceable in India, (II) infringes a patent issued in India, or (III) constitutes
misappropriation or unlawful disclosure or use of another Party’s trade secretes under the
laws of India (collectively, “Infringement Claims”); provided, however, that this will not
apply to any Deliverable (or the access, use or other rights thereto) created by (A)<insert
name of the Project>by itself or through other persons other than Service Provider; (B)
Third Parties (i.e., other than Service Provider) at the direction of BEST, or
iii. Any compensation / claim or proceeding by any third party against BEST arising out of any
act, deed or omission by the Service Provider or;
iv. Claim filed by a workman or employee engaged by the Service Provider for carrying out
work related to this Agreement. For the avoidance of doubt, indemnification of Losses
pursuant to this section shall be made in an amount or amounts sufficient to restore each
of the Indemnified Party to the financial position it would have been in had the losses not
occurred.
b. Any payment made under this Agreement to an indemnity or claim for breach of any
provision of this Agreement shall include applicable taxes.
XXIX) Third Party Claims

208
a. Subject to Sub-clause (b) below, the Implementation Agency (the “Indemnifying Party”)
indemnifies BEST (“indemnified party”) from and against all losses, claims litigation and damages
on account of bodily injury, death or damage to tangible personal property arising in favor or any
person, corporation or other entity (including the Indemnified Party) attributable to the
Indemnifying Party’s performance or non-performance under this Agreement or the SLAs.
b. The indemnities set out in Sub-clause (a) above shall be subject to the following conditions:
i. The Indemnified Party(BEST), as promptly as practicable, informs the Indemnifying
Party in writing of the claim or proceedings and provides all relevant evidence,
documentary or otherwise;
ii. The Indemnified Party shall, at the cost and expenses of the Indemnifying Party, give
the Indemnifying Party all reasonable assistance in the defense of such claim including
reasonable access to all relevant information, documentation and personnel. The
indemnifying party shall bear cost and expenses and fees of the Attorney on behalf of
the Indemnified Party in the litigation, claim.
iii. If the Indemnifying Party does not assume full control over the defense of a claim as
provided in this Article, the Indemnifying Party may participate in such defense at its
sole cost and expense, and the Indemnified Party will have the right to defend the
claim in such manner as it may deem appropriate, and the cost and expense of the
Indemnified Party will be borne and paid by the Indemnifying Party.
iv. The Indemnified Party shall not prejudice, pay or accept any proceedings or claim, or
compromise any proceedings or claim, without the written consent of the
Indemnifying Party;
v. Service Provider hereby indemnify and hold indemnified BEST harmless from and
against any and all damages, losses, liabilities, expenses including legal fees and cost
of litigation in connection with any action, claim, suit, proceedings as if result of claim
made by the third party directly or indirectly arising out of or in connection with this
Agreement.
vi. All settlements of claims subject to indemnification under this Article will: (a) be
entered into only with the consent of the Indemnified Party, which consent will not be
unreasonably withheld and include an unconditional release to the Indemnified Party
from the claimant for all liability in respect of such claim; and (b) include any
appropriate confidentiality agreement prohibiting disclosure of the terms of such
settlement;
vii. The Indemnified Party shall take steps that the Indemnifying Party may reasonably
require to mitigate or reduce its loss as a result of such a claim or proceedings; and
viii. In the event that the Indemnifying Party is obligated to indemnify an Indemnified
Party pursuant to this Article, the Indemnifying Party will, upon payment of such
indemnity in full, be subrogated to all rights and defenses of the Indemnified Party
with respect to the claims to which such indemnification relates;

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ix. In the event that the Indemnifying Party is obligated to indemnify the Indemnified
Party pursuant to this Article, the Indemnified Party will be entitled to invoke the
Performance Bank Guarantee, if such indemnity is not paid, either in full or in part,
and on the invocation of the Performance Bank Guarantee, the Indemnifying Party
shall be subrogated to all rights and defenses of the Indemnified Party with respect to
the claims to which such indemnification relates.
x. Service Provider will defend or settle third party claims against BEST solely
attributable to the Service Provider’s infringement of any copyrights, trademarks or
industrial design rights alleged to have occurred in respect of Service Provider
branded hardware/software/deliverables etc. (together “deliverables”) supplied by the
Service Provider. The Service Provider shall pay all costs, damages and attorney's fees
that a court finally awards.
c. BEST shall provide the Implementation Agency with prompt notice of such claim and extend full
cooperation and assistance, information and authority reasonably necessary to defend or settle
such claim. The Implementation Agency will have adequate opportunity to control the response
thereto and the defense thereof.
d. Further as an exclusion, the Implementation Agency shall have no obligation for any claim of
infringement to the extent arising from use of the deliverables in a way not indicated in the
statement of work or in any specifications or documentation provided with such deliverable.
XXX) Force Majeure
a. Neither Party to this Agreement shall be liable for any delay or failure to perform any of its
obligation to the extent that it’s delay in performance or other failure to perform its
obligations under the Agreement is the result of an event of Force Majeure. For purposes of
this Clause, “Force Majeure” means an event beyond the “reasonable” control of the either
Party, not involving the Service Provider’s fault or negligence and not foreseeable. Unforeseen
circumstances or causes beyond the control of the either Party include but are not limited to
acts of God, war, riot, acts of civil or military authorities, fire, floods, accidents, terrorist
activity, strikes or shortages of transportation facilities, fuel, energy, labor or material.
b. For the Service Provider to take benefit of this clause it is a condition precedent that the
Service Provider must promptly notify BEST, in writing of such conditions and the cause
thereof within five calendar days of the arising of the Force Majeure event. BEST, or the
consultant / committee appointed by BEST shall study the submission of the Service Provider
and inform whether the situation can be qualified one of Force Majeure. Unless otherwise
directed by BEST in writing, the Service Provider shall continue to perform its obligations
under the resultant Agreement as far as it is reasonably practical and shall seek all
reasonable alternative means for performance of services not prevented by the existence of a
Force Majeure event.
c. In the event of delay in performance attributable to the presence of a force majeure event,
the time for performance shall be extended by a period(s) equivalent to the duration of such
delay. If the duration of delay continues beyond a period of 30 days, BEST and the Service
Provider shall hold consultations with each other in an endeavor to find a solution to the
problem.

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d. Notwithstanding anything to the contrary mentioned above, the decision of BEST in this
regard shall be final and binding on the Service Provider.
XXXI) Resolution of Disputes
a. This Agreement shall be governed by laws of India. Disputes arising out of this Agreement
shall be first referred to the General Manager BEST for amicable solution. If the dispute is not
resolved within a period of thirty (30) days, the same shall be referred to arbitration in
accordance with Arbitration and Conciliation Act, 1996 (including all amendments thereto).
b. Each party shall appoint one arbitrator each and the two appointed arbitrators shall appoint
the third arbitrator. The decision of the arbitrators shall be final and binding on both parties.
The venue of arbitration shall be Mumbai, India. Subject to the above, this Agreement shall
be subject to the jurisdiction of the courts of Mumbai, India.
XXXII) Risk Purchase Clause
a. In the event Service Provider fails to execute the project as stipulated in the Agreement, or
as per the directions given by BEST from time to time, BEST reserves the right to procure
similar services from the next eligible Bidder or from alternate sources at the cost of the
Service Provider. Before taking such a decision, BEST shall serve a notice period of one
month to the Service Provider.
b. The 30 day notice period shall be considered as the ‘Cure Period’ to facilitate the Service
Provider to cure the breach. The provision for Risk Purchase shall be evoked in the event the
Service Provider fails to correct the breach within the ‘Cure Period’.
XXXIII) Limitation of Liability towards BEST

a. The Service Provider’s liability under this Agreement shall be determined as per the Law in
force for the time being. The Service Provider shall be liable to BEST for loss or damage
occurred or caused or likely to occur on account of any act of omission on the part of the
Service Provider and its employees, including loss caused to BEST on account of defect in
goods or deficiency in services on the part of Service Provider or his agents or any person /
persons claiming through or under said Service Provider.
b. Service Provider’s aggregate liability in connection with obligations undertaken as a part of

this Agreement regardless of the form or nature of the action giving rise to such liability, shall
be at actual and limited to the amount paid by BEST for:
(i) The particular hardware/ Software or
(ii) Services provided during the twelve (12) months immediately preceding the date of
the claim; that in each case is the subject of the claim.
This limit shall not apply to damages for bodily injury (including death) and damage to real
property and tangible personal property for which the Service Provider is legally liable.
XXXIV) Conflict of Interest

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The Service Provider shall disclose to BEST in writing, all actual and potential conflicts of
interest that exist, arise or may arise (either for the Service Provider or its team) in the
course of performing the Services as soon as it becomes aware of such a conflict. Service
Provider shall hold BEST’s interest paramount, without any consideration for future work, and
strictly avoid conflict of interest with other assignments.
XXXV) Data Ownership

a. All the data created as the part of the project shall be owned by BEST. The Service Provider
shall take utmost care in maintaining security, confidentiality and backup of this data. Access
to the data / systems shall be given by the Service Provider only to the personnel working on
the projects and their names and contact details shall be shared with BEST in advance. BEST
/ its authorized representative(s) shall conduct periodic / surprise security reviews and audits,
to ensure the compliance by the Service Provider to data / system security.
b. The ownership of the application including the licenses, source code and the data shall rest with
BEST.
XXXVI) Fraud and Corruption
a. Service Provider shall observe the highest standards of ethics during the execution of the
Agreement. In pursuance of this policy, BEST defines, for the purpose of this provision, the
terms set forth as follows:
a. “Corrupt practice” means the offering, giving, receiving or soliciting of anything of value
to influence the action of BEST in Agreement executions.
b. “Fraudulent practice” means a misrepresentation of facts, in order to influence a

procurement process or the execution of a Agreement, to BEST, and includes collusive
practice among bidders (prior to or after bid submission) designed to establish bid
prices at artificially high or non-competitive levels and to deprive BEST of the benefits of
free and open competition.
c. “Undesirable practice” means (i) establishing contact with any person connected with or
employed or engaged by BEST with the objective of canvassing, lobbying or in any
manner influencing or attempting to influence the Selection Process; or (ii) having a
Conflict of Interest; and
d. “Restrictive practice” means forming a cartel or arriving at any understanding or

arrangement among Bidders with the objective of restricting or manipulating a full and
fair competition in the Selection Process.
e. “Coercive Practices” means harming or threatening to harm, directly or indirectly,

persons or their property to influence their participation in the execution of Agreement.
b. If it is noticed that the Service Provider has indulged into the Corrupt / Fraudulent /
Undesirable / Coercive practices, it will be a sufficient ground for BEST for termination of the
Agreement and initiate black-listing of the Service Provider as well as forfeit the Performance
Bank Guarantee of the Service Provider.
XXXVII) Exit Management

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i. Exit Management Purpose
i. The Parties shall ensure that their respective associated entities carry out their
respective obligations set out in this Exit Management Clause.
ii. in case of expiry of Agreement, the exit management period shall start, at least 6
months prior to the date when the Agreement comes to an end or in case of
termination of Agreement, on the date when the notice of termination is sent to the
Service Provider. The exit management period ends on the date agreed upon by BEST
or three months after the beginning of the exit management period, whichever is
earlier.
XXXVIII) Confidential Information, Security and Data
a. Service Provider will promptly, on the commencement of the exit management period,
supply to BEST or its nominated agencies the following:
a. Licenses of the software including related source code in the customized form i.e. same
copy of customized licenses, implemented for BEST Undertaking.
b. Arrangement of data migration on same cloud data centre or on the other cloud services
nominated by BEST Undertaking.
c. Information relating to the current services rendered and performance data relating to
the performance of the services; documentation relating to the project, project’s
customized source code; any other data and confidential information created as part of
or is related to this project;
d. Project data as is reasonably required for purposes of the project or for transitioning of
the services to its replacing Service Provider in a readily available format.
e. All other information (including but not limited to documents, records and agreements)
relating to the services reasonably necessary to enable BEST and its nominated agencies,
or its replacing vendor to carry out due diligence in order to transition the provision of
the Services to BEST or its nominated agencies, or its replacing vendor (as the case may
be).
f. The Service Provider shall ensure smooth functioning of the system after handing
over all the deliverables mentioned in the above points.
g.
b. Service Provider will sign a Non-Disclosure Agreement with BEST. The format for the same
has been included in Annexure VIII.
i.
ii. Rights of Access to Information
At any time during the exit management period, the Service Provider will be obliged to
provide an access of information to BEST and / or any Replacing Vendor in order to make an
inventory of the Assets (including hardware / Software / Active / passive), documentations,
manuals, catalogs, archive data, Live data, policy documents or any other material related to
implementation of the application for BEST.
iii. Exit Management Plan

The Service Provider shall provide BEST with a recommended “Exit Management Plan” within 90
days of signing of this Agreement, which shall deal with at least the following aspects of exit
management in relation to the SLA as a whole and in relation to the Project Implementation, the
Operation and Management SLA and Scope of work definition.
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a. A detailed program of the transfer process that could be used in conjunction with a
Replacement Vendor including details of the means to be used to ensure continuing
provision of the services throughout the transfer process or until the cessation of the
services and of the management structure to be used during the transfer;
b. Plans for the communication with such of the Service Provider, staff, suppliers,
customers and any related third party as are necessary to avoid any material detrimental
impact on Project’s operations as a result of undertaking the transfer;
c. Plans for provision of contingent support to the implementation of hosted Project and
Replacement Vendor for a reasonable period (minimum one month) after transfer.
d. Exit Management Plan shall be presented by the Service Provider to and approved by
BEST or its nominated agencies.
e. The terms of payment as stated in the Terms of Payment Schedule include the costs of
the Service Provider complying with its obligations under this Schedule.
f. During the exit management period, the Service Provider shall use its best efforts to
deliver the services.
g. Payments during the Exit Management period shall be made in accordance with the
Terms of Payment Schedule.
XXXIX) Termination of Agreement
a. BEST may, without prejudice to any other remedy under this Agreement and applicable law,
reserves the right to terminate for breach of Agreement by providing a written notice of 30
days stating the reason for default to the Service Provider and terminate the Agreement
either in whole or in part:
□ If the Service Provider fails to deliver any or all of the project requirements /
operationalization / Operational Acceptance of project within the time frame specified in
the Agreement; or
□ If the Service Provider fails to perform any other obligation(s) under the Agreement.
□ if the breach is solely attributable to the Service Provider and the Service Provider fails to
rectify the breach within the ‘Cure Period’.
□ Service Provider became insolvent
b. Prior to providing a notice of termination to the Service Provider, BEST shall provide the Service
Provider with a written notice of cure period of 30 days requiring the Service Provider to cure any
breach/ default of the Agreement, if BEST is of the view that the breach may be rectified.
c. On failure of the Service Provider to rectify such breach within 30 days, BEST may terminate the
Agreement by providing a written notice of 30 days to the Service Provider, provided that such
termination will not prejudice or affect any right of action or remedy which has accrued or will

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accrue thereafter to BEST. In such an event the Service Provider shall be liable for Damages
imposed by BEST.
d. In the event of termination of this Agreement for any reason whatsoever, BEST is entitled to
impose any such obligations and conditions and issue any clarifications as may be necessary to
ensure an efficient transition and effective continuity of the services which the Service
Provider shall be obliged to comply with and take all available steps to minimize the loss resulting
from that termination/ breach, and further allow and provide all such assistance to BEST and/ or
succeeding vendor, as may be required, to take over the obligations of the Service Provider in
relation to the execution/ continued execution of the requirements of this Agreement.
e. In case, if any certificates produced by the Service Provider during bid submission are not
genuine or after placing the work order to the Service Provider, it is revealed that Service
Provider does not poses the required qualifications or resources as mentioned in pre-qualification
criteria or technical evaluation then suitable action/damages such as forfeiture of EMD/
Performance Bank Guarantee will be taken.
XL) Termination for Convenience
a) BEST, by notice sent to Service Provider, may terminate the Agreement, in whole or in part,
at any time for its convenience. The notice of termination shall specify that termination is for
BEST’s convenience, the extent to which performance of the Service Provider under the
Agreement is terminated, and the date upon which such termination becomes effective.
b) The deliverables/ Services that are complete and ready for delivery within twenty-eight (28)
days after the Service Provider’s receipt of notice of termination shall be accepted by BEST at
the Agreement terms and prices. For the remaining deliverables/ services, BEST may elect:
I. to have any portion completed and delivered at the Agreement terms and prices;
and/or
II. to cancel the remainder and pay to the Service Provider an agreed amount for
partially completed deliverables and Related Services.
XLI) Miscellaneous
a. Confidentiality
a. “Confidential Information” means all information including Project Data (whether in

written, oral, electronic or other format) which relates to the technical, financial and
operational affairs, business rules, citizen information, design rights, know-how and
personnel of each Party and its affiliates which is disclosed to or otherwise learned by
the other Party (whether a Party to the Agreement or to the SLA) in the course of or in
connection with the Agreement (including without limitation such information received
during negotiations, location visits and meetings in connection with the Agreement or to
the SLA) or pursuant to the Agreement to be signed subsequently.
b. Except with the prior written permission of BEST, the Service Provider (including all
partners) and its Personnel shall not disclose such confidential information to any
person or entity not expected to know such information by default of being associated
with the project, nor shall the Service Provider and it’s Personnel make public the

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recommendations formulated in the course of, or as a result of the project. In matters

pertaining to privacy of data, the Service Provider (including all partners) shall not use
any data for analytical/commercial reasons whatsoever.
c. The Service Provider recognizes that during the term of this Agreement, sensitive data
will be procured and made available to it, its agents and others working for or under the
Service Provider. Disclosure or usage of the data by any such recipient may constitute a
breach of law applicable causing harm not only to the Department whose data is used
but also to its stakeholders. The function of BEST requires the Service Provider, its
agents to demonstrate utmost care, sensitivity and strict confidentiality. Any breach of
this Article will result in BEST and its nominees receiving a right to seek injunctive relief
and damages, from the Service Provider.
The restrictions of this Article shall not apply to confidential information that:
i. Is or becomes generally available to the public through no breach of this Article by the
Recipient; and
ii. Was in the recipient’s possession free of any obligation of confidence prior to the time of
receipt of it by the Recipient hereunder; and
iii. Is developed by the Recipient independently of any of discloser’s Confidential Information;
and
iv. Is rightfully obtained by the Recipient from third Parties authorized at that time to make such
disclosure without restriction; and
v. Is identified in writing by the Discloser as no longer proprietary or confidential; or
vi. Is required to be disclosed by law, regulation or Court Order, provided that the recipient gives
prompt written notice to the Discloser of such legal and regulatory requirement to disclose so
as to allow the Discloser reasonable opportunity to contest such disclosure.
To the extent that such disclosure is required for the purposes of this Agreement, either Party may
disclose Confidential Information to:
i. Its employees, agents and independent contractors and to any of its affiliates and their
respective independent contractors or employees; and
ii. Its professional advisors and auditors, who require access for the purposes of this
Agreement, whom the relevant Party has informed of its obligations under this Article and in
respect of whom the relevant Party has informed of its obligations under this Article has used
commercially reasonable efforts to ensure that they are contractually obliged to keep such
Confidential Information confidential on terms substantially the same as set forth in this
Article. Either Party may also disclose confidential Information or any entity with the other
Party’s prior written consent.
The provisions of this Article shall survive the expiration or any earlier termination of this Agreement.
b. Standards of Performance
The Service Provider shall provide the services and carry out their obligations under the
Agreement with due diligence, efficiency and professionalism/ethics in accordance with
generally accepted professional standards and practices. The Service Provider shall always act

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in respect of any matter relating to this Agreement. The Service Provider shall abide by all the
applicable provisions/Acts/Rules/ Regulations, Standing orders, etc. of Information Technology
as prevalent in the country. The Service Provider shall also conform to the standards laid down
by Government of Maharashtra or Government of India from time to time. Such standards and
guidelines shall be shared with the Service Provider by BEST up on signing of the Agreement.
c. Sub Contracts
Sub-contracting is not permitted.
d. Care to be taken while working at BEST Office

i. Service Provider should follow instructions issued by concerned Competent Authority from
time to time for carrying out work at designated places. Service Provider should ensure that
there is no damage caused to any private or public property. In case such damage is caused,
Service Provider shall immediately bring it to the notice of concerned organization and BEST
in writing and pay necessary charges towards fixing of the damage.
ii. Service Provider shall ensure that its employees/representatives don’t breach privacy of any
citizen or establishment during the course of execution or maintenance of the project.
e. Independent Contractor
Nothing in this Agreement shall be construed as establishing or implying any partnership or

joint venture or employment relationship between the Parties to this Agreement. Except as
expressly stated in this Agreement nothing in this Agreement shall be deemed to constitute
any Party as the agent of any other Party or authorizes either Party (i) to incur any expenses
on behalf of the other Party, (ii) to enter into any engagement or make any representation or
warranty on behalf of the other Party, (iii) to pledge the credit of or otherwise bind or oblige
the other Party, or (iv) to commit the other Party in any manner whatsoever in each case
without obtaining the other Party’s prior written consent.
f. Waiver
A waiver of any provision or breach of this Agreement must be in writing and signed by an
authorized official of the Party executing the same. No such waiver shall be construed to
affect or imply a subsequent waiver of the same provision or subsequent breach of this
Agreement
issued by BEST Page 216 of 296

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g. Personnel/Employees
i. Personnel/employees assigned by Service Provider to perform the services shall be employees

of Service Provider, and under no circumstances will such personnel be considered as
employees of BEST. Service Provider shall have the sole responsibility for supervision and
control of its personnel and for payment of such personnel’s employee’s entire compensation,
including salary, legal deductions withholding of income taxes and social security taxes,
worker’s compensation, employee and disability benefits and the like and shall be responsible
for all employer obligations under all laws as applicable from time to time. BEST shall not be
responsible for the above issues concerning to personnel of Service Provider.
ii. Service Provider shall use its best efforts to ensure that sufficient Service Provider personnel
are employed to perform the Services, and that, such personnel have appropriate
qualifications to perform the Services. BEST or its nominated agencies shall have the right to
require the removal or replacement of any Service Provider personnel performing work under
this Agreement. In the event that BEST requests that any Service Provider personnel be
replaced, the substitution of such personnel shall be accomplished pursuant to a mutually
agreed upon schedule and upon clearance of the personnel based on profile review and
personal interview by BEST or its nominated agencies as per defined SLAs. The Service
Provider shall depute quality team for the project and as per requirements BEST shall have
the right to ask Service Provider to change the team.
iii. Management (Regional Head / VP level officer) of Service Provider needs to be involved in
the project monitoring and should attend the review meeting at least once in a month.
iv. The profiles of resources proposed by Service Provider in the technical bid, which are
considered for Technical bid evaluation, shall be construed as ‘Key Personnel’ and the Service
Provider shall not remove such personnel without the prior written consent of BEST. For any
changes to the proposed resources, Service Provider shall provide equivalent or more
experienced resources in consultation with BEST. The penalty applicable for replacement of
‘Key Personnel’ within the first six months of the Agreement shall be Rs. 25,000 per change in
resource. Maximum one replacement is permissible in the first six months.
v. Except as stated in this clause, nothing in this Agreement will limit the ability of Service
Provider freely to assign or reassign its employees; provided that Service Provider shall be
responsible, at its expense, for transferring all appropriate knowledge from personnel being
replaced to their replacements. BEST shall have the right to review and approve Service

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Provider’s plan for any such knowledge transfer. Service Provider shall maintain the same
standards for skills and professionalism among replacement personnel as in personnel being
replaced.
vi. Each Party shall be responsible for the performance of all its obligations under this Agreement
and shall be liable for the acts and omissions of its employees and agents in connection
therewith.
h. Variations and Further Assurance
a. No amendment, variation or other change to this Agreement or the SLAs shall be valid unless
made in writing and signed by the duly authorized representatives of the Parties to this
Agreement.
b. Each Party to this Agreement or the SLAs agree to enter into or execute, without limitation,
whatever other agreement, document, consent and waiver and to do all other things which
shall or may be reasonably required to complete and deliver the obligations set out in the
Agreement or the SLAs.
i. Survivability and Waiver
i. If any provision of this Agreement or the SLAs, or any part thereof, shall be found by any
court or administrative body of competent jurisdiction to be illegal, invalid or unenforceable
the illegality, invalidity or unenforceability of such provision or part provision shall not affect
the other provisions of this Agreement or the SLAs or the remainder of the provisions in
question which shall remain in full force and effect. The relevant Parties shall negotiate in
good faith in order to agree to substitute for any illegal, invalid or unenforceable provision a
valid and enforceable provision which achieves to the greatest extent possible the economic,
legal and commercial objectives of the illegal, invalid or unenforceable provision or part
provision within seven working days.
ii. No failure to exercise or enforce and no delay in exercising or enforcing on the part of either
Party to this Agreement or the SLAs of any right, remedy or provision of this Agreement or
the SLAs shall operate as a waiver of such right, remedy or provision in any future application
nor shall any single or partial exercise or enforcement of any right, remedy or provision
preclude any other or further exercise or enforcement of any other right, remedy or provision.
j. Survivability
The termination or expiry of this Agreement or the SLAs for any reason shall not affect or
prejudice any terms of this Agreement, or the rights of the Parties under them which are
either expressly or by implication intended to come into effect or continue in effect after such
expiry or termination.
XLII) Applicable Law

The Agreement shall be governed by the laws and procedures prescribed by the Laws
prevailing and in force in India, within the framework of applicable legislation and enactment

219
made from time to time concerning such commercial dealings/processing. All legal disputes
are subject to the jurisdiction of Mumbai courts only.
XLIII) Stamp Duty Payment
The stamp duty payable for the Agreement shall be borne by the Service Provider.
IN WITNESS whereof the parties hereto have signed this on the day, month and year first herein
above written.
IN WITNESS WHEREOF THE PARTIES HERETO HAVE PUT THEIR HANDS AND SEAL THE DAY AND
YEAR FIRST HEREINABOVE WRITTEN.
THE COMMON SEAL

of the BrihanMumbai Electric Supply
& Transport Undertaking (BEST)
was affixed hereto
In the presence of
1.
2.
Two members of the Standing Committee

of the BrihanMumbai Electric Supply
& Transport Undertaking (BEST)
who in token thereof have set
their respective hands hereto
In the presence of
1.
2.
SIGNED, SEALED AND DELIVERED

By the within named
Shri.
General Manager (BEST)
for on behalf of the
BrihanMumbai ElectricSupply & Transport
Undertaking (BEST)

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In the presence of
1.
2.

By the within named
Shri.
(Authorized Signatory) of
<Selected agency name>
In the presence of
1.
2.
Attachments to the Agreement:
i. Scope of Services for the Service Provider;

ii. Detailed Commercial bid of the Service Provider accepted by BEST;
iii. Tender including Corrigendum, Clarifications and Addendum etc.;
iv. LoI issued by BEST to the Service Provider; and
v. The successful Bidder’s “Technical Bid” and “Commercial Bid” submitted in response to
the bid.

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Annexure V: List of Approved Banks
The Earnest Money Deposit (EMD) / Performance Bank Guarantee (PBG) issued by branches of
approved Banks beyond Kalyan and Virar can be accepted only if the said EMD / PBG is
countersigned by the Manager of a Branch of the same Bank within the Mumbai City limit
categorically endorsing thereon that the said EMD / PBG is binding on the endorsing Branch of the
Bank within Mumbai limits and is liable to be enforced against the said Branch of the Bank in case of
default by the Implementation Agency furnishing the Banker’s guarantee.
All Nationalised banks, Scheduled banks and Private sector banks.

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Annexure VI : Format of Bank Guarantee for EMD
(To be issued by a Scheduled Bank’s Branch in )
(On a Non-Judicial Stamp Paper of appropriate value)
To,
[Name of Officer of Authority] Shri. Surendrakumar Bagde

(IAS), General Manager
[Name of Authority] BEST Undertaking
[Address of Authority] BEST Bhavan, BEST Marg,
Post Box No. 192,Colaba,
Mumbai- 400 001
WHEREAS:
[Please insert the Name of the Tenderer], a company incorporated

under the Companies Act, 1956/2013 having its registered office at [Please insert the address of the
registered office of the Tenderer] (the "Bidder"), has submitted a Bid for “Procurement of
Services for Implementation and Support of ERP Software for Electricity Billing,
Customer Care and allied activities”, as per the Undertaking's specifications & requirements
against Tender No. due for Technical bid opening on & Price
bid opening on , to the entire satisfaction of the General Manager, the B.E.S. & T.
Undertaking, Mumbai (the "Authority").
A. The Tender Document requires the Bidder to furnish a Bank Security for Earnest Money
Deposit at the time of submission of the Bid to the Authority in a sum of Rs.
(Rupees only) [Please insert the amount] (the “Bid Security Amount”) as security for due
and faithful performance of its obligations, under and in accordance with the Tender Document.
We, through our Branch at …………………. (The “Bank”) have agreed to furnish this Bank Security by
way of Bid Security.
NOW, THEREFORE, the Bank hereby, unconditionally and irrevocably, guarantees and affirms as
follows:
1. The Bank hereby unconditionally and irrevocably guarantees the due and faithful
performance of the Bidder obligations under and in accordance with the contract, and
agrees and undertakes to pay to the Authority, upon its mere first written demand, and
without any demur, reservation, recourse, contest or protest, and without any reference to
the Authority such sum or sums up to an aggregate sum of the Bid Security Amount as the
Authority shall claim, without the Authority being required to prove or to show grounds or
reasons for its demand and/or for the sum specified therein.
2. A letter from Authority that the Bidder has committed default in the due and faithful
performance of all or any of its obligations shall be conclusive, final and binding on the
Bank. The Bank further agrees that the Authority shall be the sole judge as to whether the
Bidder is in default in due and faithful performance of its obligations under the Contract and
its decision that the Bidder is in default shall be final, and binding on the Bank,
notwithstanding any differences between Authority and the Bidder, or any dispute between

223
them pending before any court, tribunal, arbitrators or any other Authority or body, or by
the discharge of the Bidder for any reason whatsoever.
3. In order to give effect to this Security the Authority shall be entitled to act as if the Bank
were the principal debtor and any change in the constitution of the Bidder and/or the Bank,
whether by their absorption with any other body or corporation or otherwise, shall not in
any way or manner affect the liability or obligation of the Bank under this Security.
4. It shall not be necessary, and the Bank hereby waives any necessity, for Authority to
proceed against the Bidder before presenting to the Bank its demand under this Security.
5. The Authority shall have the liberty, without affecting in any manner the liability of the Bank
under this Security, to vary at any time, the terms and conditions of the Tender Document
or to extend the time or period for the compliance with, fulfilment and/or performance of all
or any of the obligations of the Bidder contained in the Tender Document to postpone for
any time, and from time to time, any of the rights and powers exercisable by the Authority
against the Bidder, and either to enforce or forbear from enforcing any of the terms and
conditions contained in the Tender Document and the Bank shall not be released from its
liability and obligation under these presents by any exercise by the Authority of the liberty
with reference to the matters aforesaid or by reason of time being given to the Bidder or
any other forbearance, indulgence, act or omission on the part of the Authority or of any
other matter or thing whatsoever which under any law relating to sureties and guarantors
would but for this provision have the effect of releasing the Bank from its liability and
obligation under this Security and the Bank hereby waives all of its rights under any such
law.
6. This Security is in addition to and not in substitution of any other Security or security now or
which may hereafter be held by the Authority in respect of or relating to the Tender
Document; or for the fulfilment, compliance and/or performance of all or any of the
obligations of the Bidder under the Tender Document.
7. Notwithstanding anything contained hereinbefore, the liability of the Bank under this
Security is restricted to the Security Amount and this Security will remain in force till {date}
8. Upon request made by the Bidder for release of Bid Security along with the particulars
required hereunder, in accordance with the terms of the Tender Document, the Authority
shall release the Bid Security forthwith provided the Bidder is not in breach of the Tender
Document.
9. The Bank undertakes not to revoke this Bid Security during its currency, except with the
previous express consent of Authority in writing, and declares and warrants that it has the
power to issue this Security and the undersigned has full powers to do so on behalf of the
Bank.
10. Any notice by way of request, demand or otherwise hereunder may be sent by post
addressed to the Bank at its above referred Branch, which shall be deemed to have been
duly authorized to receive such notice and to effect payment thereof forthwith, and if sent
by post it shall be deemed to have been given at the time when it ought to have been
delivered in due course of post and in proving such notice, when given by post, it shall be
sufficient to prove that the envelope containing the notice was posted and a certificate
signed by an officer of the Authority that the envelope was so posted shall be conclusive.
11. This Security shall come into force with immediate effect and shall remain in force and
effect till 180 days from the date of opening of Technical bid and shall be extended from
time to time for such period as may be desired by the BEST Undertaking in accordance with
the terms and conditions of the Contract.

224
Signed and sealed this ………. day of …... 201 at ………..
For and on behalf of
The BANK by:
(Signature)
(Name)
(Designation)
(Code Number)
(Address)
Please Note -
□ The Bank Security should contain the name, designation and code number of the officer(s)
signing the guarantee.
□ The address, telephone number and other details of the Head Office of the Bank as well as of
Issuing Branch should be mentioned on the covering letter of issuing Branch.

225
Annexure VII: Authorization letter for attending pre-bid meeting
(To be provided on the letter head of Bidder)
No………………………………….… Date………………….
To
The……………………………………………
BrihanMumbai Electric Supply & Transport Undertaking (BEST),
Mumbai.
Sub: Bid No………….……… due date………………..
Sir,
We here by authorize Mr./Ms. ……………………………….as our authorized representative, to

represent us on the following occasion:-
□ Pre-bid Meeting to be held on……………..at……………A.M./P.M.
□ Bid Opening on………………. At…………… A.M. /P.M.
Kindly permit him/her to attend the same.
Yours faithfully,
Signature:
Name of signatory:
Designation:
Rubber Stamp:

226
Annexure VIII: Draft Non-Disclosure Agreement
(To be submitted on a Rs. 100 Stamp Paper)
This Non-Disclosure Agreement (“Non-Disc”) is made and entered

into dayof month year (effective date) by and between
(“Department”) and
(“Company”).
Whereas, Department and Company have entered into an Agreement (“Agreement”)
effective for ; and
Whereas, each party desires to disclose to the other party certain information in oral or written form
which is proprietary and confidential to the disclosing party, (“CONFIDENTIAL INFORMATION”).
NOW, THEREFORE, in consideration of the foregoing and the covenants and agreements contained
herein, the parties agree as follows –
1. Definitions - As used herein -

a) The term “Confidential Information” shall include, without limitation, all information and
materials, furnished by either Party to the other in connection with
citizen/users/persons/customers data, products and/or services, including information
transmitted in writing, orally, vPower Utility Software, (e.g. video terminal display) or on
magnetic or optical media, and including all proprietary information, customer and prospect
lists, trade secrets, trade names or proposed trade names, methods and procedures of
operation, commercial or marketing plans, licensed document know-how, ideas, concepts,
designs, drawings, flow charts, diagrams, quality manuals, checklists, guidelines, processes,
formulae, source code materials, specifications, programs, software packages, codes and
other intellectual property relating to the disclosing party’s data, computer database, products
and/or services. Results of any tests, sample surveys, analytics, data mining exercises or
usages etc. carried out by the receiving party in connection with the Department’s
information including citizen/users/persons/customers personal or sensitive personal
information as defined under any law for the time being in force shall also be considered
Confidential Information.
b) The term, “Department” shall include the officers, employees, agents, consultants,
contractors and representatives of Department.
c) The term, “Company” shall include the directors, officers, employees, agents, consultants,
contractors and representatives of Company, including its applicable affiliates and subsidiary
companies.
2. Protection of Confidential Information -With respect to any Confidential Information
disclosed to it or to which it has access, Company affirms that it shall:
a) Use the Confidential Information as necessary only in connection with Project and in
accordance with the terms and conditions contained herein;
b) Maintain the Confidential Information in strict confidence and take all reasonable steps to
enforce the confidentiality obligations imposed hereunder, but in no event take less care with
the Confidential Information that the parties take to protect the confidentiality of its own
proprietary and confidential information and that of its clients;

227
c) Not to make or retain copy of any commercial or marketing plans,

citizen/users/persons/customers database, Bids developed by or originating from Department
or any of the prospective clients of Department except as necessary, under prior written
intimation from Department, in connection with the Project, and ensure that any such copy is
immediately returned to Department even without express demand from Department to do
so;
d) Not disclose or in any way assist or permit the disclosure of any Confidential Information to
any other person or entity without the express written consent of the other party; and
e) Return to the other party, or destroy, at Department’s discretion, any and all Confidential
Information disclosed in a printed form or other permanent record, or in any other tangible
form (including without limitation, all copies, notes, extracts, analyses, studies, summaries,
records and reproductions thereof) immediately upon the earlier to occur of (i) expiration or
termination of either party’s engagement in the Project, or (ii) the request of the other party
therefore.
f) Not to discuss with any member of public, media, press, any or any other person about the
nature of arrangement entered between Department and Company or the nature of services
to be provided by the Company to the Department.
3. Onus - Company shall have the burden of proving that any disclosure or use inconsistent
with the terms and conditions hereof falls within any of the foregoing exceptions.
4. Exceptions - These restrictions as enumerated in section 1 of this Agreement shall not apply
to any Confidential Information:
a) Which is independently developed by Company or lawfully received from another source free
of restriction and without breach of this Agreement; or
b) After it has become generally available to the public without breach of this Agreement by
Company; or
c) Which at the time of disclosure to Company was known to such party free of restriction and
evidenced by documentation in such party’s possession; or
d) Which Department agrees in writing is free of such restrictions.
e) Which is received from a third party not subject to the obligation of confidentiality with
respect to such Information;
5. Remedies - Company acknowledges that (a) any actual or threatened disclosure or use of
the Confidential Information by Company would be a breach of this agreement and may
cause immediate and irreparable harm to Department; (b) Company affirms that damages
from such disclosure or use by it may be impossible to measure accurately; and (c) injury
sustained by Department may be impossible to calculate and remedy fully. Therefore,
Company acknowledges that in the event of such a breach, Department shall be entitled to
specific performance by Company of Company’s obligations contained in this Agreement. In
addition Company shall indemnify Department of the actual and liquidated damages which
may be demanded by Department. Moreover, Department shall be entitled to recover all
costs (including reasonable attorneys’ fees) which it or they may incur in connection with
defending its interests and enforcement of legal rights arising due to a breach of this
agreement by Company.

228
6. Need to Know - Company shall restrict disclosure of such Confidential Information to its
employees and/or consultants with a need to know (and advise such employees of the
obligations assumed herein), shall use the Confidential Information only for the purposes set
forth in the Agreement, and shall not disclose such Confidential Information to any affiliates,
subsidiaries, associates and/or third party without prior written approval of the disclosing
party.
7. Intellectual Property Rights Protection - No license to a party, under any trademark,
patent, copyright, design right, mask work protection right, or any other intellectual property
right is either granted or implied by the conveying of Confidential Information to such party.
8. No Conflict - The parties represent and warrant that the performance of its obligations
hereunder do not and shall not conflict with any other agreement or obligation of the
respective parties to which they are a party or by which the respective parties are bound.
9. Authority - The parties represent and warrant that they have all necessary authority and
power to enter into this Agreement and perform their obligations hereunder.
10. Fraud and Corrupt Practices
The Bidder and their respective officers, employees, agents and advisers shall observe the
highest standard of ethics during the Bidding Process. Notwithstanding anything to the
contrary contained herein, the Authority may reject an Application without being liable in any
manner whatsoever to the Bidder if it determines that the Bidder has, directly or indirectly or
through an agent, engaged in corrupt practice, fraudulent practice, coercive practice,
undesirable practice or restrictive practice in the Bidding Process.
Without prejudice to the rights of the Authority under relevant Clause hereinabove, if an
Bidder is found by the Authority to have directly or indirectly or through an agent, engaged or
indulged in any corrupt practice, fraudulent practice, coercive practice, undesirable practice or
restrictive practice during the Bidding Process, such Bidder shall not be eligible to participate
in any tender or RFQ issued by the Authority during a period of 2 (two) years from the date
such Bidder is found by the Authority to have directly or indirectly or through an agent,
engaged or indulged in any corrupt practice, fraudulent practice, coercive practice,
undesirable practice or restrictive practice, as the case may be.
For the purposes of this Clause, the following terms shall have the meaning hereinafter
respectively assigned to them:
A. “corrupt practice” means

the offering, giving, receiving, or soliciting, directly or indirectly, of anything of value to
influence the actions of any person connected with the Bidding Process (for avoidance of
doubt, offering of employment to, or employing, or engaging in any manner whatsoever,
directly or indirectly, any official of the Authority who is or has been associated in any
manner, directly or indirectly, with the Bidding Process or the LOA or has dealt with matters
concerning the Concession Agreement or arising there from, before or after the execution
thereof, at any time prior to the expiry of one year from the date such official resigns or
retires from or otherwise ceases to be in the service of the Authority, shall be deemed to
constitute influencing the actions of a person connected with the Bidding Process); or
save and except as permitted under the relevant sub clause, engaging in any manner
whatsoever, whether during the Bidding Process or after the issue of the LOA or after the
execution of the Concession Agreement, as the case may be, any person in respect of any

229
matter relating to the Project or the LOA or the Concession Agreement, who at any time has
been or is a legal, financial or technical adviser of the Authority in relation to any matter
concerning the Project;
B. “fraudulent practice” means a misrepresentation or omission of facts or suppression of
facts or disclosure of incomplete facts, in order to influence the Bidding Process;
C. “coercive practice” means impairing or harming or threatening to impair or harm,
directly or indirectly, any person or property to influence any persons participation or action
in the Bidding Process;
D. “undesirable practice” means (i) establishing contact with any person connected with
or employed or engaged by the Authority with the objective of canvassing, lobbying or in any
manner influencing or attempting to influence the Bidding Process; or (ii) having a Conflict of
Interest; and
E. “Restrictive practice” means forming a cartel or arriving at any understanding or
arrangement among Bidder with the objective of restricting or manipulating a full and fair
competition in the Bidding Process.
F. If the BEST determines that the Bidder has engaged in corrupt, fraudulent, collusive,
coercive or obstructive practices, in competing for or in executing the Contract, then the
BEST may, after giving 14 days’ notice to the Bidder, terminate the Bidder employment under
the Contract and expel him from the Site, and the provisions of relevant Clause shall apply as
if such expulsion had been made.
G. Should any employee of the Bidder be determined to have engaged in corrupt, fraudulent,
collusive, coercive, or obstructive practice during the execution of the Works, then that
employee shall be removed in accordance with relevant Clause.
For the purposes of this Sub-Clause:
i. “corrupt practice” is the offering, giving, receiving to soliciting, directly or indirectly, of
anything of value to influence improperly the actions of another party;
ii. “another party” refers to a public official acting in relation to the procurement process
or contract execution. In this context, “public official” includes Financer staff and
employees of other organizations taking or reviewing procurement decisions.
iii. “fraudulent practice” is any act or omission, including a misrepresentation, that
knowingly or recklessly misleads, or attempts to mislead, a party to obtain a financial or
other benefit or to avoid an obligation;
iv. “collusive practice” is an arrangement between two or more parties designed to achieve
an improper purpose, including to influence improperly the actions of another party;
v. “coercive practice” is impairing or harming, or threatening to impair or harm
10. Dispute Resolution - If any difference or dispute arises between the Department and the
Company in connection with the validity, intSAPretation, implementation or alleged breach of
any provision of this Agreement, any such dispute shall be referred to the Hon. General
Manager, BEST.
a) The arbitration proceedings shall be conducted in accordance with the (Indian)

Arbitration and Conciliation Act, 1996 and amendments thereof.
b) The place of arbitration shall be Mumbai.
c) The arbitrator’s award shall be substantiated in writing and binding on the parties.
d) The proceedings of arbitration shall be conducted in English language.

230
e) The arbitration proceedings shall be completed within a period of 180 days from the
date of reference of the dispute to arbitration.
11. Governing Law - This Agreement shall be intSAPreted in accordance with and governed by
the substantive and procedural laws of India and the parties hereby consent to the exclusive
jurisdiction of Courts and/or Forums situated at Mumbai, India only.
12. Entire Agreement - This Agreement constitutes the entire understanding and agreement of
the parties, and supersedes all previous or contemporaneous agreement or communications,
both oral and written, representations and under standings among the parties with respect to
the subject matter hereof.
13. Amendments - No amendment, modification and/or discharge of this Agreement shall be
valid or binding on the parties unless made in writing and signed on behalf of each of the
parties by their respective duly authorized officers or representatives.
14. Binding Agreement - This Agreement shall be binding upon and inure to the benefit of the
parties hereto and their respective successors and permitted assigns.
15. Severability - It is the intent of the parties that in case any one or more of the provisions
contained in this Agreement shall be held to be invalid or unenforceable in any respect, such
provision shall be modified to the extent necessary to render it, as modified, valid and
enforceable under applicable laws, and such invalidity or unenforceability shall not affect the
other provisions of this Agreement.
16. Waiver - If either party should waive any breach of any provision of this Agreement, it shall
not thereby be deemed to have waived any preceding or succeeding breach of the same or
any other provision hereof.
17. Survival - Both parties agree that all of their obligations undertaken herein with respect to
Confidential Information received pursuant to this Agreement shall survive till pSAPetuity
even after any expiration or termination of this Agreement.
18. Non-solicitation - During the term of this Agreement and thereafter for a further period of
two (2) years Company shall not solicit or attempt to solicit Department’s employees and/or
consultants, for the purpose of hiring/contract or to proceed to conduct operations/business
similar to Department with any employee and/or consultant of the Department who has
knowledge of the Confidential Information, without the prior written consent of Department.
This section will survive irrespective of the fact whether there exists a commercial relationship
between Company and Department.
19. Term - Subject to aforesaid section 17, this Agreement shall remain valid up to ….. Years
from the “effective date”.
IN WITNESS HEREOF, and intending to be legally bound, the parties have executed this Agreement
to make it effective from the date and year first written above.
For Department
Name:
Title:
WITNESSES:
1. 2.
For Company
Name:
Title:

231
WITNESSES:
1. 2.

232
Annexure IX: Details about ERP Systems to be Implemented and Maintained
Sr. No. List of SAP licenses to be used in implementation of ERP Solutions at BEST
1. Enterprise portal. Self Service Portal for Employees and Consumers

Electricity billing, Meter Reading processes, revenue management and Collection
2.
Management
3. Business Warehouse, Data services
4. BI / BO – Business Intelligence and Business Objects
5. Mobile Platform
6. Customer Engagement Solution and Customer Relationship Management with Artificial
Intelligence Assistant.
7. Call Center Management integrated with BEST’s GIS System
8. Energy data management
Access controls – Security tool to ensure authorization standard and delegation of
9.
authority
10. Device Management (Meter Management)
11. Network Management and Consumer Indexing (integrated with BEST’s GIS System)
12. Document Management System
13. Integration for outbound messages to consumer in case of outage
14. System Integration with Key BEST Applications as well as BEST’s GIS System
15. Asset Management
16. Meter Data Management
Note – This is not an exhaustive list. It is expected that all the functionalities and
activities mentioned in the Scope of Work / Functional Requirements / BEST
Department-wise activities should be covered.

233
Annexure X: Indicative list of locations where ERP support is expected
Sr. No. Location

1. Customer Care – A Ward
2. Customer Care – B Ward
3. Customer Care – C Ward
4. Customer Care – D Ward
5. Customer Care – E Ward
6. Customer Care – FS Ward
7. Customer Care – FN Ward
8. Customer Care – GS Ward
9. Customer Care – GN Ward
10. Customer Care – HVC DEPARTMENT
11. Colaba Bus Station
12. Colaba Offshore, O & M (South) Dept
13. Dadar King's way
14. Erection (N)_PAREL CHOWKY , Parel
15. Erection (N)_WORLI CHOWKY , Senapati Bapat Marg
16. Erection (S)_M.G. Road Chowky, Nr. Metro Cinema
17. Erection (S)_Mehta Chowky, Fort
18. Erection (S)_Pandey Compound Chowky, Mumbai Central (W)
19. Erection (S)_Potia Compound Chowky, Mumbai Central
20. Esplanade RSS
21. FS_Suparibaug Fuse Control, Parel
22. Girgoan RSS
23. GN_Mahim Fuse Control, Mahim
24. BEST Receiving Station , Gokhale Road, Dadar
25. Khetwadi RSS110kV
26. Mahim Fault Control, Mahim
27. Mahim Bus Station, Dharavi Fault Control
28. Masjid Fuse Control,Masjid
29. MRE Wadala
30. Meter reading and bill distribution Section Colaba
31. Meter reading and bill distribution Section Wadala
32. O&M(CN)_ Scheme Parel Chowkey, Parel
33. O&M(CN)_ Zonal Control Center,Ambika Mill Compound, Senapati Bapat Marg
34. O&M(CN)_Permanent Repairs Section, Lalbaug
35. O&M(CS)_ Khetwadi scheme chowkey, Grant Rd
36. O&M(NE)_RSS R&M (Sion Fort), Sion
37. O&M(NW)_R & M of 110 KV RSS, DBA

234
Sr. No. Location

38. O&M(CN)_RSS R&M Sewree
39. O&M(S)_Receiving Station Office, Hutatma chowk RSS, Fort
40. Planning Department, VeejBhavan
Pillar Maintenance Section, Static 2, Testing & Operation and Maintenance
41. Central North Office, Wadala Depot
42. Prabhadevi Receiving Station Bldg.,Prabhadevi
43. Receiving Station Annex Bldg, Sewree
44. Sitladevi Receiving Station, Mahim
45. Vidyut Building, Pathakwadi
46. Vigilance Department South
47. Vigilance Department North
49. IT Department, Colaba
50 IT Department, Backbay

235
Annexure XI: Indicative List of Electricity Bill Collection Centers for BEST
Sr.
ZONE CENTRETYPE CENTRENAME SERVICEAREA
No.
1. SOUTH POSTOFFICE POST OFFICE GPO GPO; KALBADEVI; CHINCH BUNDER
2. SOUTH POSTOFFICE POST OFFICE GPO; KALBADEVI; CHINCH BUNDER
KALBADEVI
3. SOUTH POSTOFFICE POST OFFICE CHINCH GPO; KALBADEVI; CHINCH BUNDER
BUNDER
4. NORTH POSTOFFICE POST OFFICE DADAR DADAR
5. NORTH POSTOFFICE POST OFFICE MUMBAI MUMBAI CENTRAL
CENTRAL
6. NORTH POSTOFFICE POST OFFICE MAHIM MAHIM
7. SOUTH BEST HEAD OFFICE NEW ADMINISTRATIVE BLDG.; BEST
MARG; MUMBAI.-400 001.
8. SOUTH BEST FLORA FOUNTAIN NR.CTO;M.G. ROAD; HUTATMA
CHOWK; MUMBAI-400 001
10. SOUTH BEST FORT MARKET MINT ROAD; NEAR CHOWKY;SWAMI
DAYANAND SARASWATI
CHOWK;MUMBAI-400 001
11. SOUTH BEST COLABA BUS.STATION COLABA BUS STATION MUMBAI-400
005.
12. SOUTH BEST BORIBUNDER OPP. BMC HEAD OFFICE; NAGAR
CHOWK MUMBAI-400 001
13. SOUTH BEST CRAWFORD MARKET NR.POLICE COMMISSIONER’S
OFFICE; L.T. MARG; MUMBAI - 400
001
15. SOUTH BEST PYDHONI VIJAY VALLABH CHOWK; BAPU
KHOTE MARG; MUMBAI-400 003
17. SOUTH BEST DONGRI MARKET MAHAPALIKA MARKET
COMPLEX; MUMBAI-400 009.
18. SOUTH BEST KHETWADI NR.ALANKAR
CINEMA; S.V.P.ROAD; MUMBAI-400
004.
19. SOUTH BEST KAMATHIPURA NR.PANCHSHEEL BLDG.; MANAJI
RAJU MARG; MUMBAI-400 008.
21. SOUTH BEST TARDEO TARDEO MARG; TARDEO BUS

236
Sr.
No.
STAND (PANDEY COMPOUND)
MUMBAI.- 34
22. SOUTH BEST NANA CHOWK D WARD; NANA CHOWK; MUMBAI -
400007.
23. SOUTH BEST GRANT ROAD NEAR SUPER CINEMA; MOULANA
SHOWKAT ALI RD ; MUMBAI
25. SOUTH BEST J.J.HOSPITAL J.J.HOSPITAL ;B
WARD; RAMACHANDRA BHATT
MARG; MUMBAI - 8
28. SOUTH BEST GOL DEOL SANT SENA MAHARAJ MARG
KHETWADI; MUMBAI–400004.
29. SOUTH BEST TARDEO BUS NEAR NAVJIVAN SOCIETY;TARDEO
STN.COMPLEX DEPOT;R.S.NIMKAR MARG;MUMBAI
30. SOUTH BEST CHINCH BUNDAR 111; KESHAVJI NAIK ROAD; CHINCH
BUNDER
31. SOUTH BEST FANASWADI SITARAM PODAR MARG; GIRGAON
32. SOUTH BEST MAJESTIC MAJESTIC SHOPPING CENTRE.
J.S.S. ROAD GIRGAUM
33. SOUTH BEST PRARTHANA SAMAJ VALLABHBAI PATEL
MARG; GIRGAUM; MUMBAI-400 004.
35. SOUTH BEST ZAOBAWADI JAGANATH SHANKAR SHETH
ROAD; GIRGAUM; MUMBAI-400 004.
37. NORTH BEST HEAD OFFICE GROUND FLOOR;
(NORTH)DADAR TRANSPORTATION ENGG.
BUILDING; TILAK MARG; DADAR;
MUMBAI-14.
MUMBAI-14.
MUMBAI-14.

237
Sr.
No.
40. NORTH BEST MATUNGA LABOUR DR.AMBEDKAR
CAMP MARG; MAHANAGARPALIKA
BLDG.; NO.1; DHARAVI; MUMBAI-
400 017.
41. NORTH BEST JACOB CIRCLE SANE GURUJI MARG; MAHALAXMI
RECEIVING SUBSATION; MUMBAI-
400 011.
42. NORTH BEST ZULLA MAIDAN MAULANA AZAD MARG; MUMBAI-
400 011.
43. NORTH BEST WORLI NAKA G.K. MARG; WORLI; MUMBAI-400
018.
44. NORTH BEST MAHIM MAHIM BUS STATION;
SION MUMBAI-400016.
SION MUMBAI-400016.
46. NORTH BEST SION SION BUS STATION;
SION; MUMBAI-400 022.
47. NORTH BEST KING CIRCLE KINGS CIRCLE (MATUNGA) BUS
STATION; OPP.ARORA
CINEMA; MUMBAI-400 019
48. NORTH BEST REAY ROAD NEAR LEVEL CROSSING;
MAZGAON; MUMBAI-400 010.
49. NORTH BEST PRABHADEVI NEW PRABHADEVI ROAD; NEAR
SIDDHI VINAYAK
TEMPLE; PRABHADEVI; MUMBAI 400
025.
50. NORTH BEST PATANWALA 3. E.S. PATANWALA
MARG; BYCULLA
RECEIVING STATION MUMBAI-400
008.
MUMBAI-14.
52. NORTH BEST BYCULLA E WARD MAHAPALIKA OFFICE (E –
WARD) SANKHALISTREET
; MUMBAI-400 008.
STATION; OPP.ARORA
54. NORTH BEST LALBAUG NEAR LALBAUG MARKET; DR.
AMBEDKAR ROAD
55. NORTH BEST SEWRI PRABODHANKAR THAKRE UDYAN
BUS STATION; SEWRI; MUMBAI-15

238
Sr.
No.
56. NORTH BEST LOWER PAREL. S.B.MARG; NEAR
SHIVALAYA; LOWER
PAREL; MUMBAI-400 013.
018.
MUMBAI-14.
60. NORTH BEST PRABHADEVI RECEIVING NEAR PASSPORT OFFICE; MUMBAI-
STATION 400 025
61. NORTH BEST GOKHALE ROAD GOKHALE ROAD; MAHIM RECEIVING
(NORTH) STATION; NEAR PORTUGESE
CHURCH; MUMBAI-400 028.
62. NORTH BEST LOWER PAREL. S.B.MARG; NEAR
SHIVALAYA; LOWER
PAREL; MUMBAI-400 013.
63. NORTH BEST JAMBORI MAIDAN JAMBORI MAIDAN
OPP.B.D.D.CHAWL NO.7; WORLI-18;
65. NORTH BEST SARDAR NAGAR SARDAR NAGAR - 1; PRATIKSHA
NAGAR.
66. NORTH BEST H O (N) TRANS .ENG BLDG.; GRD. FLOOR;
DADAR(DISCONNECTION TILAK ROAD; DADAR; MUMBAI - 14
COUNTER)
67. NORTH BEST SUPARI BAUG SUPARI BAUG BEST OFFICER QRTS.
GOKHALE LANE,PAREL, MUMBAI 12
MUMBAI-14.
69. NORTH BEST WADALA WADALA ANCILLERY BUILDING
70. NORTH BEST HEAD OFFICE Kingsway, Dadar
(NORTH)DADAR

239
Sr.
No.
74. SOUTH BEST CRAWFORD MARKET NR.POLICE COMMISSIONER’S
OFFICE; L.T. MARG; MUMBAI - 400
002
78. SOUTH BEST KHETWADI NR.ALANKAR
CINEMA; S.V.P.ROAD; MUMBAI-400
004.
80. SOUTH BEST TARDEO TARDEO MARG; TARDEO BUS
STAND (PANDEY COMPOUND)
MUMBAI.- 36
81. SOUTH BEST NANA CHOWK D WARD; NANA CHOWK; MUMBAI -
400007.
83. SOUTH BEST J.J.HOSPITAL J.J.HOSPITAL ;B
WARD; RAMACHANDRA BHATT
MARG; MUMBAI - 9
85. SOUTH BEST GOL DEOL SANT SENA MAHARAJ MARG
KHETWADI; MUMBAI–400004.
87. SOUTH BEST MAJESTIC MAJESTIC SHOPPING CENTRE.
J.S.S. ROAD GIRGAUM
89. SOUTH BEST ZAOBAWADI Jaganath Shankar sheth
Road; Girgaum; Mumbai-400 004.
MUMBAI-14.
MUMBAI-14.

240
Sr.
No.
MUMBAI-14.
93. NORTH BEST JACOB CIRCLE SANE GURUJI MARG; MAHALAXMI
RECEIVING SUBSATION; MUMBAI-
400 011.
94. NORTH BEST ZULLA MAIDAN MAULANA AZAD MARG; MUMBAI-
400 011.
018.
SION MUMBAI-400016.
SION MUMBAI-400016.
STATION; OPP.ARORA
100. NORTH BEST PRABHADEVI NEW PRABHADEVI ROAD; NEAR
SIDDHI VINAYAK
TEMPLE; PRABHADEVI; MUMBAI 400
025.
101. NORTH BEST PATANWALA 3. E.S. PATANWALA
MARG; BYCULLA
RECEIVING STATION MUMBAI-400
008.
MUMBAI-14.
103. NORTH BEST BYCULLA E WARD MAHAPALIKA OFFICE (E –
WARD) SANKHALISTREET; MUMBAI-
400 008.
STATION; OPP.ARORA
105. NORTH BEST LALBAUG NEAR LALBAUG MARKET; DR.
AMBEDKAR ROAD
MUMBAI-14.

241
Sr.
No.
108. NORTH BEST PRABHADEVI RECEIVING NEAR PASSPORT OFFICE; MUMBAI-
STATION 400 026
111. SOUTH BEST PATHAKWADI 2nd SHIFT Mumbai
MUMBAI-14.
113. SOUTH BEST WALKESHWAR BEST HOUSE, TEEN BATTI,
WALKESHWAR.
114. SOUTH BEST PATHAKWADI C WARD 3RD FLOOR VIDHYUT
BUILDING;PATHAKWADI
115. SOUTH BEST NANA CHOWK MCGM D Ward office; Nana
Chowk, Mumbai - 400007.
117. SOUTH BEST TARDEO TARDEO, PANDEY COMPOUND,
MUMBAI.- 34
118. SOUTH BEST TWO TANK MAULANA AZAD MARG, TWO TANK
STAFF QUARTER.
119. SOUTH BEST SUPARIBAG Mumbai
STN.COMPLEX DEPOT;R.S.NIMKAR MARG.
Indicative List of various Banks for Electricity Bill Collection -
Sr.No. CENTRE TYPE CENTRE NAME SERVICE AREA

1. BANK TECH PROCESS BILL JUNCTION / INFINITY (TECH
PROCESS)
2. BANK TECH PROCESS BILL JUNCTION / INFINITY (TECH
PROCESS)

242

3. BANK HDFC NARIMAN POINT HDFC BANK; MITTAL COURT; B-WINGT;
17TH FLOOR;NARIMAN PONT;MUMBAI-21
4. BANK HDFC FORT HDFC BANK; FORT BRANCH; 7;SURYA

MAHAL; 118;NAGINDAS MASTER RD.;
MUMBAI-23
5. BANK HDFC CHOWPATTY HDFC BANK; KHIRA BHAWAN;
535;S.V.P.ROAD; SANDHURST
BRIDGE;CHOWPATTY;MUMBAI-1
6. BANK BOI ELECTRIC HOUSE BANK OF INDIA; ELECTRIC HOUSE;SHD.

BHAGATSINGH ROAD;COLABA; MUMBAI-
400 039
7. BANK BOI BULLION BANK OF INDIA; BULLION EXCHANGE

EXCHANGE BRANCH SHAIKH MEMON STREET;
MUMBAI-400 003
8. BANK BOI WALKESHWAR BANK OF INDIA; WALKESHWAR BRANCH
NAVYUG NIKETAN; 185; WALKESHWAR
ROAD
9. BANK ECS MANDATE
10. BANK STANDARD CHARTERED STANDARD CHARTERED BANK
BANK
11. BANK KVB FORT KARUR VAISYA BANK LTD. ;KAMANWALA
CHAMBERS; P.M. ROAD; FORT; MUMBAI-
400001
12. BANK ICICI I.C.I.C.I
13. BANK P M CO OP BANK SION PUNJAB MAHARASHTRA CO-OP.BANK LTD.
SHANKAR SADAN; SION (E); MUMBAI-400
022
14. BANK ABHYUDAYA BANK ABHYUDAYA CO-OP.BANK LTD. WORLI

WORLI BRANCH; B.D.D CHAWL NO.61 WORLI;
MUMBAI-400 018
15. BANK BANK (INDUS - DADAR) IndusInd Bank, Dadar
16. BANK HDFC WORLI H.D.F.C BANK; F.M.R. BUILDING ; 84;
R.G.THADDANI MARG; WORLI; MUMBAI-
18
17. BANK ABHYUDAYA BANK ABHYUDAYA CO-OP.BANK LTD. KALA
KALA CHOWKEY CHOWKY
18. BANK KARAD JANTA BANK THE KARAD JANATA CO-OP BANK LTD.
PAREL PAREL BRANCH; PARMAR GURUJI MARG;
PAREL; MUMBAI-400 012

243

19. BANK KarurVysya Bank Ltd. Karur Vysya Bank Ltd.,
954,Gyathari Towers, Appasaheb
Marathe Marg, Prabhadevi, Mumbai
- 400 025
20. BANK KarurVysya Bank Ltd. KarurVysya Bank Ltd., Plot No. 109,
TejGaurav Bldg., Opp. Pioneer Education
Trust, Matunga (E), Mumbai - 400 019
21. BANK OBC NP ORIENTAL BANK OF COMMERCE;

15;MAKER CHAMBERS-III; 1ST FLOOR;
NARIMAN POINT; MUMBAI-400021
22. BANK OBC FORT ORIENTAL BANK OF COMMERCE;

67;BOMBAY SAMACHAR MARG;
SONAWALA BLDG; FORT; MUMBAI-400
001
23. BANK OBC CHURCHGATE ORIENTAL BANK OF COMMERCE; MOTI
MAHAL; 195; J.TATA ROAD ;
CHURCHAGATE MUMBAI-400 020
24. BANK OBC CUFFEPARADE ORIENTAL BANK OF COMMERCE;

2;ARCADE WORLD TRADE CENTRE; CUFFE
PARADE; MUMBAI-400025
25. BANK OBC PEDDAR ROAD ORIENTAL BANK OF COMMERCE; UNIT

NO-2; DOCTOR HOUSE; 14; DR
DESHMUKH MARG.PEDDAR ROAD;
MUMBAI-400026
26. BANK OBC NAPEANSEA ROAD ORIENTAL BANK OF COMMERCE; UNIT

NO-2; MAHESHWARI MANSION; 34;L. JAG
MOHANDAS ROAD; NAPEANSEA ROAD;
MUMBAI-400 026
27. BANK BOI ELECTRIC HOUSE BANK OF INDIA; ELECTRIC HOUSE;SHD.

BHAGATSINGH ROAD;COLABA; MUMBAI-
400 001
28. BANK INDUSIND NP INDUSIND BANK LTD.; HOCHEST HOUSE;

3RD FLOOR; NARIMAN POINT; MUMBAI-
400021
29. BANK INDUSIND LAMINGTON INDUSIND BANK LTD.; INDUSIND

RD HOUSE ; OPERA HOUSE; 425 LAMINGTON
ROAD; MUMBAI - 400007

244

30. BANK INDUSIND FORT INDUSIND BANK LTD.; OPP. P.J.
TOWER; FORT; MUMBAI-400001
31. BANK NET BANKING HDFC HDFC BANK, DEBIT/ CREDIT CARD
32. BANK NET BANKING Tech Process Solution Ltd.

TECHPROCESS
33. BANK Citi Bank Citi Bank RTGS/NEFT
34. BANK CITI BANK CITI BANK RTGS/NEFT(AUTHORITY CODE)
35. BANK CITI BANK CITI BANK RTGS/NEFT

(BMC,STATE,CENTRAL GOVT)
36. BANK ICICI I.C.I.C.I
37. BANK FORBES TECHNOSYS FORBES TECHNOSYS LTD
38. BANK ECS MANDATE ABC

245
Annexure XII: Current Server Sizing of BEST’s Systems

Please find details of current Sizing of BEST Systems. Below Information is provided only for
information of IA/ CSP. For new ERP Systems to be deployed, the DB size will vary since IA/CSP
needs to take Data Aging and compression into consideration.
S Alotte
r VM Name VM Host d Database
Core Ram space OS
N (BOM) Name Name
O HDD1
BEST-Supply- OLCCS
MS Win
1 Web-APP 8 32 500
2012 R2 Std
server
BEST-Supply Cobol
2 Billing/Payroll application 8 32 2 TB CentOS7
server
BEST- Mobile- BEST Mobile MS Win
3 APP App Server 4 8 300
2012 R2 Std
BEST- Payment
MS Win
4 Payment-APP Application 8 16 500
2012 R2 Std
Server
Billing App OLCCS
MS Win
5 Service & Dash Dashboard 4 8 500
2012 R2 Std
Board
BEST-Supply- OLCCS MS Win MSSQL
6 DB server Database 16 128 14 TB
2012 R2 Std 2016
OLCCS OLCCS
MS Win MSSQL
7 Database For Report 8 16 6.5 TB
2012 R2 Std 2016
Report Database
Adj. Adj
8 processing Processing 4 8 300 CentOS7
SQL Adj. SQL Adj. App MS Win MSSQL

9 processing & Database 8 32 500
2012 R2 Std 2016
Bill Server Bill
1 MS Win
calculation 4 8 1.5 TB
0 2012 R2 Std
Server

246
Annexure XIII: Reporting

Category Service Service Report Frequency of
No. Category No. submission of Report
1. General Management Services
1.a Documentation 1.a.1 Report on Preparation and Quarterly

Services Updation of versions of
Business Blue Prints of all
modules of ERP system
implemented / to be
implemented at BEST
1.a.2 Report on Preparation and Quarterly
Updation of versions of User
Manuals of all modules of ERP
system implemented / to be
implemented at BEST
Updation of versions Training
system implemented / to be
implemented at BEST
Updation of versions System
Installation / Configuration
system including System
Landscape etc. implemented /
to be implemented at BEST
1.a.5 Report of any other reporting Quarterly
services not listed above but
required for smooth
functioning of ERP system as
directed by BEST
1.b Vendor 1.b.1 Report on all services required Quarterly

Management / for integration of third party
Liaison Services software with SAP.
1.c Training & Know- 1.c.1 Report of Handholding to
how transfer trained BEST staff for
services operational activities under expert
supervision of service providers Quarterly
skilled staff, and report of trained
IT team of BEST in case of
updations/addition of new
tools/functions/technology utilized

247
1.c.2 Report of any other know-how Quarterly
transfer and training services
not listed above but required
for smooth take-over of the
FMS services of ERP System by

248
BEST
2. Technical support services
2.a ERP System - 2.a.1 Report on Bug Fixing Quarterly

Module
Customization /
Maintenance
Services
2.a.2 Report on Security patches and Quarterly
application
2.a.3 Report on Version Upgrade Quarterly
2.a.4 Report on Change request due Monthly or as and when
to changes in business process required
2.a.5 Report on Change request for Quarterly or as and
enhancement in ERP when required
application
2.a.7.1 Report on Support for end Quarterly or as and
users in the field offices of when required
BEST
2.a.7.2 Report of various issues, Quarterly or as and
difficulties faced by end users when required
of ERP in the field to IT
Department and customization
/ maintenance service
personnel of the service
provider
2.a.7.3 Reports on Helping the end Quarterly or as and
users log issues / trouble ticket when required
on ERP Solution Manager
2.a.7.4 Reports on suggesting Quarterly or as and
enhancements in functioning when required
of ERP modules
2.a.7.5 Report on any other field Quarterly or as and
support service not listed when required
above but required for smooth
functioning of implemented
module of ERP system
2b ERP System - 2.b.1 Report on Project preparation As and when required
New Module
Implementation
Services
2.b.2 Report and Documentation of As and when required
Business Blueprint
2.b.3 Report on Realization As and when required
2.b.4 Report on Final preparation As and when required
2.b.5 Report on Go live Support As and when required

249
2.b.6 Report on Operational Status As and when required

of BEST Portal.
2.b.7 Report on any other support As and when required
service not listed above but
required for customization of
BEST Portal as detailed above.
2c Tickets raised to 2.c.1 Reports for the tickets to ERP Quarterly or As and
SAP for support when required
List of Reports / Deliverables for CSP
Sr. No. Category List of Reports/Deliverables

 VM testing
□ Storage/Disk IO testing
□ Network throughput testing
□ CPU and RAM benchmarking testing
□ Read/Write latency testing
□ Architecture of DC & DR with complete detailed Network
architecture of DC
□ IP address planning
□ Subnet planning and routing planning
□ Firewall configuration planning
Infrastructure
1 □ Backup methodology
Documents
□ Failover mechanism for replication links
□ Backup & Restore Services of Virtual Machines
□ CSP to share Backup & Restore procedure
□ CSP to add in detail Restoration artifacts of Application name,
time taken for restoration
□ CSP to share all the Backup & restoration related reports via
hard & soft copy to BEST
□ Preventive Maintenance Services
□ Corrective Maintenance Services
□ Daily Reports
 Summary of issues / complaints logged at the Help Desk
□ Summary of resolved, unresolved and escalated issues /
complaints
□ Summary of resolved, unresolved and escalated issues /
complaints to vendors
□ Log of backup and restoration undertaken
□ Weekly Reports
2 MIS Reports □ Summary of systems rebooted
□ Summary of issues / complaints logged with the OEMs
□ Summary of changes undertaken in the Data Centre including
major changes like configuration changes, patch upgrades, etc.
and minor changes like log truncation, volume expansion, user
creation, user password reset, etc.
□ Patch update status of all servers including the Virtual Machines
□ Monthly Reports

250
□ Component wise server as well as Virtual machines availability

and resource utilization
□ Consolidated SLA / (non)- conformance report
□ Summary of component wise uptime
□ Log of preventive / scheduled maintenance undertaken
□ Log of break-fix maintenance undertaken
□ Quarterly Reports
□ Consolidated component-wise availability & resource utilization
□ The MIS reports shall be in-line with the SLAs and the same
shall be scrutinized by the BEST. Report on Reliability Indices
on monthly, quarterly and annual basis.
□ To conduct vulnerability and penetration test (from a third
party testing agency which may be CERT-IN empaneled) for all
application before Go-Live and reports should be shared to
BEST including OS upgradation and patch upgrade
Documents related to -
• Devising and documenting the DR policy
Data Integrity • Business as usual
3 • Disaster
Testing
• Operations from DR site
• Restoration to Normalcy
• Data storage mechanism
Review of □ Design, Diagram & Configuration of all installed network
Disaster equipments
4 □ HA drill report require for link & device
Recovery
Operational Plan
□ Planned implementation schedule, Project Initiation
5 SOP □ User Acceptance Testing
□ Implementation, Stabilization Operational Acceptance
Various deliverables such as
• Inception Report
• Survey Report
• Project Plan
Supply / • Quality Plan
Installation / • Design Documents
Configuration of • SRS
IT • User Manuals
6
Infrastructure • Training Manual
for ERP and • Technical Documents etc.
Non-ERP
Applications Training on -
• Ticketing & monitoring tool
• Technical & orientation related to Cloud Server Monitoring,
Administration & Management Services
7 Training Feedback from Participants and training completion

Training
certification

250
Annexure XIV: Sample Change Control Note
Change Control Note Initiation CCN Number
Details of Proposed Change:

Title:
Originator:
Date of Initiation:
(To include reason for change and appropriate details/specifications. Please append
attachments if any)
Authorized by BEST Received by IA

Name: Name:
Signature: Signature
Date: Date:
Change control note

CCN Number
evaluation and acceptance
To include the following: 1. A description of the change; 2. A list of deliverables required for
implementing the change; 3. A timetable for implementation; 4. An estimate of any proposed
change; 5. Any relevant acceptance criteria; 6. An assessment of the value of the proposed
change; 7. Material evidence to prove that the proposed change is not already covered within
the scope of the project, SLAs.
Request for Authority to Proceed
Approved
Rejected
Requires Further Information
(as follows or as attachments)
For BEST For IA
Signature Signature
Name Name
Title Title
Date Date

251
Annexure XV: RACI Matrix

The RACI (responsible, accountable, consulted, and informed) matrix for various activities in
the project is as given below –
Sr. Activity Selected BEST Other Application

No. Implementation Vendors
Agency
1 Requirement Gathering R/A C C
2 Configuration, Customisation, R/A C -
Development and Installation
3 Integration with Other R/A C R
Application
4 Supply of hardware and Software R/A I -
at Data center and Disaster
Recovery Site
5 Provisioning of connectivity C R/A -
6 Operations & Maintenance R/A C -

Annexure XVI : Indicative user count – module-wise
BEST Depot-wise / Department-wise Employee Count as on Sept-2020 is as follows –
Employees Billing and

Depot Name Department Name other than, CM and
labours CRM
COLABA ACCOUNTS 43 5
COLABA AGM(ES)'S OFFICE 29 3
COLABA C.A.O.& F.A'S OFFICE 5 2
COLABA C.A.S.DEPARTMENT 29 0
COLABA CASH 31 4
DADAR CASH 5 2
COLABA CGRF DEPARTMENT 3 2
COLABA CHIEF ENGR(CUST.CARE) OFFICE 3 3
COLABA CHIEF ENGR.(PLANNING)'S OFFICE 6 3
COLABA CHIEF ENGR.(REG.CELL)'S OFFICE 3 3
COLABA CHIEF ENGR.(WORKS)'S OFFICE 4 1
COLABA COMPUTER APPLI. DEPARTMENT 5 1
WADALA CONSTRUCTION DEPARTMENT 63 3
COLABA CUSTOMER CARE `A' WARD 172 90
COLABA CUSTOMER CARE `B' WARD 198 100
COLABA CUSTOMER CARE `C' WARD 127 80
MUMBAI
CENTRAL CUSTOMER CARE `D' WARD 192 100
MUMBAI
CENTRAL CUSTOMER CARE `E' WARD 138 85
WADALA CUSTOMER CARE `F/N' WARD 157 90
WADALA CUSTOMER CARE `F/S' WARD 183 100
WADALA CUSTOMER CARE `G/N' WARD 212 110
WADALA CUSTOMER CARE `G/S' WARD 209 100
WADALA CUSTOMER CARE `SIMHA' 57 30
COLABA DCE (DSM)'S OFFICE 3 1
COLABA DCE (REG.CELL-I)'S OFFICE 10 6
COLABA DCE (REVIEW)'S OFFICE 1 1
KUSSARA DCE (SAFETY CELL-I)'S OFFICE 4 2
KUSSARA DCE (WORK)'S OFFICE 3 2
WADALA DCE(DN)'S OFFICE 1 1
COLABA DCE(DS)'S OFFICE 1 1
KUSSARA DCE(SL)'S OFFICE 9 4
WADALA DCECC(N)'S OFFICE 8 5
COLABA DCECC(S)'S OFFICE 7 5
COLABA DCEPL'S OFFICE 4 4
MUMBAI
CENTRAL ENERGY AUDIT DEPARTMENT 126 80
ERECTION (CENTRAL)
KUSSARA DEPARTMENT 1 1
KUSSARA ERECTION (NORTH) DEPARTMENT 118 10
KUSSARA ERECTION (SOUTH) DEPARTMENT 105 10
COLABA INFORMATION TECHNOLOGY 40 40
BACKBAY INFORMATION TECHNOLOGY 35 35
COLABA INTERNAL AUDIT 80 10
DADAR INTERNAL AUDIT 22 8
253
Employees other Billing and

Depot Name Department Name than, labours CRM
WADALA INTERNAL AUDIT 22 8
WADALA O & M (CN) DEPARTMENT 177 10
Pathakwadi O & M (CS) DEPARTMENT 174 10
Worli O & M (NW) DEPARTMENT 196 10
ANIK O & M (NE) DEPARTMENT 161 10
COLABA
Offshore O & M (S) DEPARTMENT 143 10
PLANNING (MATERIAL)
COLABA DEPARTMENT 19 1
PLANNING (NETWORK)
POWER MANAGEMENT
SYSTEM PROTECTION
WADALA DEPARTMENT 18 3
MUMBAI
CENTRAL TELECOM & ELECTRONICS DEPT 46 4
Total 3574 1162
*** Note –
1. Users are not mutually exclusive
2. User count may vary as per the functionalities provided in the module.
3. A temporary chowky are always near to work site. They can be provided
with laptop and dongle for internet connectivity.

254
Annexure XVII: BEST Department-wise Activities
AUDIT DEPARTMENT
Activities of Audit Department will combine with activities of other department. There will not be
separate module for these activities.
 PAYMENT AUDIT SECTION
 Scrutiny of Trenches/Cable Fault Payments Release, through OLCC System and JE thereof i.e.
Trenches System.
 CUSTOMER CARE - SOUTH/NORTH AUDIT SECTION
 Payment of Incentive bonus to vigilance Staff & Officers

 Scrutiny of J.Es. relating to Supply Branch.
 Scrutiny of MCA reply files.
 Scrutiny of Final Bills (Temporary Connection)
 Scrutiny of Bill distribution allowance bills
 Scrutiny of Bill distribution allowance bills
 Scrutiny of service providers / Bank daily collection, S.D., J.E.'s
 Adjustment of wrong payment cases (Code 17, 56, 57, 58)
 Service providers performance report.
 Service provider Bank Commission Vouchers.
 M. Tax & E. D. Data scrutiny and Payment Vouchers.
 Adjustment of suspense A/c.
 Scrutiny of vigilance cases of compounding charges.
 Scrutiny of Review of Proclaimed Bills
 Refund of DP & Interest as per PO 164 & 246 and Refund of DP & Interest of regular cases
 Scrutiny of Bad Debts.
 Scrutiny of Remittance.
 Bank stub verification
 Verification of Cash counter vigilance challans
 Hand receipt books issue register checking & closing of received book entry.
 Postal stubs checking
 All service providers RTGS transfer& shortage / excess scrutiny.
 Verification of Cash Counter Challans with summary report & corresponding report of ICICI
Bank
 All types of vouchers.
 Scrutiny of Dr./Cr. Vouchers, Amendment Cases, Change in Tariff, incorrect Electricity Duty
Fuel Adjustment Charges, Rebate recovery, Tampering of Meter cases, amendment cases on
account of Stopped Meters, Burnt Meters, Defective Meters, Stolen Meters, unauthorized
use of supply as per Parameters of concerned P.O. and MERC Guidelines on OLCC Program
issued by the Management from time to time.
□ Scrutiny of Refund of Security Deposit (Permanent/Temporary connection)
□ Verification of Claims in respect of Theft of Electricity and Direct supply.
□ Scrutiny of Attendance of Casual Labourers and Payment thereof.

255
□ Scrutiny of Fuel Adjustment Charges proposal levied to the consumers every month.
□ Scrutiny of Short-term/Mid-term/Renewable Energy/Renewable Energy Certificate for Power
Purchase proposals/tenders.
□ Scrutiny of Detail Project Report (DPR) submitted to MERC by Supply Division.
□ Scrutiny of all proposals and files related to MERC.
□ Scrutiny of CGRF and Ombudsman cases
□ Scrutiny of Dishonour Cheques and corresponding Jes of ICICI & other banks.
□ Scrutiny of Estimated Final Reading proposals.

256
Customer Care Department
Presently all activities of Customer Care Department are carried out through OLCCS
application.
The main activities of Customer Care Department are as follows:
1. Providing electric supply to prospective consumers against application through

various workflows as follows:
a. CM-Meter Related Work Flows
NEW CONNECTION (TAPPING)(T), EXTENSION OF LOAD (E), PART OF INSTALLATION

(p), VALID RECONNECTION, TEMPORARY, CONNECTION, SHIFTING OF METER).
b. CM-Service Related Work Flows
NEW SERVICE CASE, HIGHER CAPACITY CASE, SHIFTING OF SERVICE, RELAYING OF

SERVICE, TEMPORARY CONNECTION
c. New connection workflow for Roof Top Solar system for registration process with
integration of MNRE portal
2. Attending to consumer complaints & request in respect of billing & other

request through various workflow under “Consumer Relationship
Management”
Sr. Workflow Name Source Of Type of
No. Complaint Complaint
1 High Consumption Utility Meter Reading

Related
2 High Bill Consumer Billing Related
3 Low Consumption Utility Meter Reading
related
4 Low Bill Consumer Billing Related
5 Nil consumption Utility Meter Reading
related
6 Nil Bill Consumer Billing Related
7 Wrong reading Consumer Billing Related
8 Change of Name Consumer Consumer
Request
9 Vacating of Premises Consumer Consumer
Request
10 Change of tariff Utility Other Utility
Complaints
11 Change of tariff(Consumer) Consumer Consumer
Request
12 Refund of Security Deposit Consumer Consumer
i.e SD (Move Out ) Request
13 Refund of Security Deposit Consumer Consumer
i.e. SD( Active) Request
14 Reconnection Consumer Consumer
Request
15 Meter Removal on request Consumer Consumer
with account closure Request

257
16 Meter Removal on request Consumer Consumer
without account Closure Request
17 Burnt Meter Request Utility Meter Related

258
18 Meter Stolen Consumer Meter Related

Consumer
19 Duplicate Bill Consumer Billing Related
20 Correction in Master Data Consumer Consumer
Request
21 Correction in Billing Address Consumer Consumer
Request
22 Technical Complaints Consumer Technical
Complaints
23 Meter Seal/Glass Broken Utility Vigilance
24 Obstruction in Meter Utility Meter Reading
Reading Related
25 Unauthorized Use Of Load Utility Other Utility
under section 126 Complaints
26 Wire/Meter/Meter Board Utility Meter Related

Hanging
27 Building Utility Meter Related
Collapse/Fire/Shock/Fatal
Accident
28 Meter Inaccessible Utility Meter Reading
Related
29 Theft of Energy Utility Vigilance
30 Meter not found Utility Meter Reading
Related
31 Meter Damage Utility Meter Related
32 Consumption in vacant Utility Meter Reading
premises Related
33 Meter cabin not traceable Utility Meter Reading
Related
34 Meter reading not taken Utility Meter Reading
Related
35 Smokey Meter/Meter No not Utility Meter Reading
visible/Rusty Related
36 Change of Contract Demand Utility Consumer
Request
37 Change of Cycle Utility Consumer
Request
38 Change of Ward Utility Consumer
Request
39 Debit-Credit Adjustments Utility Other Utility
Complaints
40 Deletion of Security Deposit Utility Other Utility
Complaints
41 Insertion of Additional SD Utility Other Utility
Complaints
42 Meter Removal from vacant Utility Other Utility
premises Complaints
43 Set/Reset Dispute Flag Utility Other Utility
Complaints
44 Tampered Meter Utility Vigilance
45 Tampered meter-Direct Utility Vigilance
connection

259
46 Account Closure without Utility Other Utility

Meter Complaints
47 Meter Insertion Utility Vigilance
Abnormal bill Consumer
48 Change of name ( 5-step) Consumer
49 Disconnection utility
50 Dunning process
51 Mass replacement Utility
3. Other related activities i.e. Meter Reading, Billing, Net meter Reading and Billing,
Revenue Management, Meter Management, Asset Management, Network management
and consumer indexing, Consumers mobile app, meter reading mobile app, dashboard
mobile app etc. Have been included in OLCCS, same are to be incorporated by the
implementer.
4. In addition to above following points are to be incorporated in the proposed system,

a. Online new connection with payment gateway integration i.e. registration of all
types of online applications and their processing shall be comprehensively
covered.
b. Presently this activity is not integrated with the other related departments like
Planning Department, Projects Department, Meters Department, vigilance,
Erection Department and Operation and Maintenance Department, Audit/
Accounts. This activity should be integrated with these departments.
c. The mandatory documents required in this activity should be in soft format and
integrated with the consumers request and account for concerned workflows.
(i.e. Document Management System)
d. There shall be unique number for individual premises to which electric supply is
provided. It shall not be changed in any circumstances.
e. Details of the outdoor activity shall be updated online from site.
f. Self-portal for applicant/Consumers for online viewing of the account details,
electricity payment, and registration of complaints/request shall be available for
consumers.
Issued by BEST Page 259

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High Value Consumers Department
1. Basic profile of the Department
□ Reading & billing, of electronics meters(19934) account of High Value Consumers in CY-19,
21, 24 and 35
□ Testing & replacement of Defective electronics meters for CY-19, 21, 24 and 35
□ Amendment of Defective meters and preparation Credit /Debit Cases.
□ Maintaining of System AMR Meters
□ TATA Meter reading
□ Procurement of HT & LT CTS and RSM
□ Attending consumers complaint related to CY-19, 21, 24 and 35
2. The department has the following sections:
I. High Voltage (HV) Section.

II. Reading Section.
III. LVCTO Testing Section.
IV. Testing North & South.
V. Installation Section.
VI. Amendment Section.
VII. System AMR Section
VIII. Administration and IGR Cell Section.
High voltage (HV) Section.
a. Reading of HV meters(194) for every month

b. Preparing of master file , ASCII file & uploading the same in OLCCS billing system
c. Clearing exception & preparing bill check file. At the time of exception if any discrepancy
observed in the bill, inform to IT & CC dept. While clearing exception, High/low
consumption cases, ToD mismatch cases etc.
d. Checking of master file & HV consumers bill
e. Checking of duplicate bills (South/North) ward copies received from IT Dept. with
prepared bill checking file every month.
f. For any discrepancies in bill for every month inform to IT Dept. for rectification of bills.
g. Preparing of amendment of HV consumer & attending consumer complaint and reply
letter to be send.
h. Issuing disconnection notices to HV consumers in case of non payment electricity bills
i. Installation & commissioning of new HV consumer
j. Inform CT sizes to all CC Depts. In case of new consumers & in reduction of load or
increase in consumer load.
k. Routine testing (RSM) once in a six month & inspection of HV consumer installation
&meters every 15 days.
l. Attending breakdown maintenance in case of CT flashover , PT flashover etc.
m. Procurement of HT metering various ratio CTS , summation CTs, HV meters
& associated accessories

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n. Clearing of Inspection Memos of HT meters, various sizes of metering CTs, summation CTs
etc.
o. Witnessing HT meters testing in our Meter testing lab for official testing
p. Maintenance of AMR/RMR system
q. Correspondence with M/s Secure Meters Ltd regarding issues of HT meters & AMR/RMR
System.
r. Preparation & Signing of Agreement with Electricity HV Consumers with Sanctioned Load
more than 50 kW.
s. Corresponding with all 9 wards of customer care Dept, MM Dept, Project Dept, IT Dept,2
Erection Dept, Construction Dept., 5 O& M Depts.,2 Planning Depts., Regulatory Cell Dept.
& Audit Dept. regarding queries etc . related with HV consumers.
t. Follow up with all CC wards for additional security deposit & updation of sanctioned load.
u. Preparation of Monthly MIS
v. Attending court cases in case dispute of Electricity bills of consumers
a) Breakdown
1 Attending breakdown of metering installation such as CT flashover, PT flashover and
replacement of defective meter.
2 In this activity, after receiving message from concern O & M division regarding any
breakdown, Dy.E.(HV) will inspect the metering installation for any abnormality and will
report to SHVC-3.
3. The Undertaking of the consumer will be taken from consumer’s authorized representative for
unmetered supply at the time of inspection.
4. The job of attending breakdown will be carried out after written intimation and clearance
from the consumer and from concern O & M division.
5. Notice will be given to the consumer for shutdown if required in advance.
6. After completion of job, the report will be written in concerned consumer’s file and this file
will be forwarded to SHVC-3 for their information.
7. If there is any change in metering CT ratio, approval of this will be obtained from SHVC-3 in
advance.
8. After completion of job, necessary transaction will be carried out and confirmed in OLCCS
system.
9. After completion of above mentioned work, Master Data should be updated, if required.
b) RSM testing of HV consumers:

1 Every meter of HV consumer should be tested with RSM every six month.
2 Dy.E.(HV) will check the test report of the meter submitted by Charge Engr. / Foreman
General and forward consumer file to SHVC-3.
3 At the end of month, summary report of tested meters should be submitted to SHVC-3 along
with MIS.
4 In case of any abnormality observed during testing of meters, it should be immediately
informed to SHVC-3
5 RSM shall be sent to IDEMI every year for calibration. Dy.E(HV) should take necessary
approval etc.
c) Commissioning of new HV consumer:
1 After receipt of letter regarding suitable metering CT ratio Dy.E.(HV) will write DL to
concerned Customer Care Dept. and Erection dept. regarding suitable metering CT size.

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2 A new green file will be initiated for the new HV consumer and respective papers will be
placed in the file.
3 After receiving message for installation of new HV metering inspection of proposed location
for metering box will be carried out and position of the metering box will be fixed.
4 In co-ordination with Dy.E.(Erection), the work of wiring of meter box will be carried out.
5 If the bus bar is already charged the work of wiring of consumer breaker should be carried
out with taking permit from fault engineer for the safety.
6 The message will be given to concerned CC dept. and Erection Dept. regarding completion of
metering wiring work.
7 New HV meter will be kept ready by checking its configuration and test report.
8 After verification of connection order from concerned CC dept., the meter will be installed in
the metering box.
9 After completion of installation and commissioning work, the meter and metering installation
will be inspected with the help of phase angle meter for its proper functioning.
10 After completion of job, initial reading of new meter maintained in respective consumer file
and forward to respective Customer Care for transaction in OLCCS system.
11 In the next month, proper billing of the new consumer to be checked.
d) Maintenance of AMR/RMR System:
1 To look after and arrange the maintenance of AMR/RMR System such as maintenance of
Server, up gradation of anti-virus software, storage of downloaded data, backup of the data
etc.
2 Inventory of RMR HV meters, Server SIM card and modems should be maintained.
3 Server should be kept on reading mode to collect data one day before 1st date of every
month.
4 At the time of reading of HV meters, if there is no connectivity through RMR system for any
reason, such meters should be identified, listed out and to be informed to reading Ch.Engr.
for arranging manual reading of RMR meters and to rectify the problem for non connectivity.
5 RMR Meters, modems which are declared faulty should be sent to M/s. Secure and SIM card
sent to Telecommunication dept. for replacement and its record should be maintained.
6 Follow up with M/s. Secure for attending defective meters, modems and its accessories for
replacement and with Telecommunication dept. for SIM card.
7 After studying instapara, tamper events and load survey submitting report to SHVC-3 for RMR
meters.
8 Follow up with Vodafone for attending Network connectivity problem, SIM problem etc.
TATA Metering Section
1. Taking meter readings of meters installed in the premises of BEST as per requirement of TPC
metering engineers on 1st day of every month.
2. Dumping the data of MRI and sending the downloaded meters to M/s.TPC for consumption
calculation.
3. Witnessing jointly meter reading with M/s.TPC metering engineers.
4. Processing metering data received from M/s.TPC in software.
5. Verification of metering data given by M/s.TPC with metering data processed in software.
6. Declaration of maximum demand and registered units of concerned month.
7. Declaration of coincident maximum demand as per information received from DEPRO.
8. Preparation of Bulk supply statistics.

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9. Preparation of monthly MIS.
10. Informing the maximum demand to all O & M divisions and compiling capacitor bank position
of concerned date.
11. Preparation of system data as per requirement of Power Management & Project dept.
12. Witnessing ABT meter testing in the Meter Testing Lab.of M/s.TPC.
13. Co-ordination with ABT metering division of M/s.TPC for installation of new ABT meter as per
scheme of Project dept.
14. Co-ordination with Construction dept. and ABT metering division of M/s.TPC for replacement
of ABT meter as per scheme of Project dept.
15. Co-ordination with ABT metering division of M/s.TPC for any addition / alteration /
replacement of ABT meter.
16. Co-ordination with STU and ABT metering division of M/s.TPC for any addition / alteration /
replacement of ABT meter.
17. Witnessing for any faulty ABT meter report from M/s.TPC.
18. Preparation of amendment of defective ABT meter / unmetered supply with co-ordination of
metering division of M/s.TPC.
19. Witnessing on site, with M/s.TPC metering engineers, testing of newly installed / replaced /
ABT meter with RSM.
20. Taking meter readings of STU meters installed in the premises of BEST as per requirement of
STU.
21. Dumping the data of STU meters MRI and sending the downloaded data to STU as and when
required.
22. Co-ordination with ABT metering division of M/s.TPC, STU for installation of new ABT main
meter.
23. To follow up with ABT metering division of M/s.TPC for routine testing of ABT check meters.
24. To follow up with STU for routine testing of ABT main meters.
25. Verification of Provisional FBSM reports forwarded by Power Management dept. and informing
them any discrepancy if any as and when required.
26. Verification of generation units billed by M/s. TPC’s billing division of all generators with the
meter data forwarded by metering division of M/s.TPC and informing them any discrepancy if
any.
27. Preparation of commissioning reports of any ABT meter replacement / installation.
28. Updating ABT metering data.
29. Updating different types of software for processing of ABT metering data.
30. Correspondence with M/s.TPC, STU, Power Management for any issue of ABT metering.
The above activities are also time bound which is carried out with the help of Foreman in
P1/T7 grade and nawghany in P1/T1 for quick supply restoration for HV Consumers. The
section has 3 nos of Dye, T-8-3 nos, T-7-2 nos. Shop recorder 1 no. and Nawghanies 2
nos.
I) Reading Section
Reading section of HVC dept is responsible for reading of approximately 19500 meter of CY-19, 24
and CY-35. The section is headed by Assistant Engineer. The section has Dy. Engrs.-2 Nos, Charge
Engr- 6+1 nos., MRBC’s- 40 +20 nos., Shop Recorder-1no. The MRBC (T)s are doing job of reading
these electronic meters from various locations of Mumbai City with help of Nawghanies on daily
basis. These meters are read through Mo b i l e a p p a n d CMRI (Common Meter Reading
Instruments) Completing the

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reading and exception of CY-19, 24 & 35 is time bound activity. The readings and exception of CY-24
and CY-(19 & 35) has to be completed by 09th day for South zone and 19th day for North zone of
respective month.
Activities
1) The no of meters to be read of CY-19 and CY-24 is downloaded from OLCC.
2) MRBC (T)s are taking reading of diff types of meter (Elster, Secure, L&T, Emco,
Genus, Visiontek, Secure DLMS, L&T DLMS, Genus DLMS) daily through mobile app
and CMRI. Different meter reading software is uploaded to CMRI for taking meter
reading.
3) These meters are downloaded in PC through different reading software. The data is
then processed and ASCII (American Standard Code for Information Interchange) is
prepared of different make meters. CMRI are prepared for next day reading.
4) The ASCII of different type meters is then processed to prepare a combined file (.
AO3)for uploading in system
5) RTC (real time clock) defective, abnormal reading cases separated from ASCII.
6) These cases send to testing section for testing and obtaining the bill point reading.
7) ASCII is uploaded in the OLCC system and exception is generated on daily basis.
8) In the exception MD shoot up cases to be cleared before clearing diff type of
exception.
9) Different type Exception codes are generated in system.
a) High/Low (70%avg consumption high/low).
b) ToD mismatch (differ by 3 units).
c) Reverse rdg (current rdg is less than previous rdg)
10) These exceptions are cleared by checking the consumption history and transaction of
meters.
11) After clearing the exception the cases are save in the OLCC system for billing.
12) MRBC(T) are also giving report of cases such are 'NOT NO BOARD, KEY NOT
AVAILABLE, NO BRANCH CUT OUT, NO DISPLAY NO MRI, NO MRI' where readings are
not possible through CMRI.
13) NDNM cases are forwarded to testing section for testing and obtaining the bill point
reading.
14) Bill point reading of NDNM, RTC and NOB cases are obtained from testing section.
ASCII of these cases are prepared with their codes and uploaded in the OLCC.
15) Exception are generated of these cases which are cleared and saved for billing.
16) Manual entry are done for' NO BRANCH CUT OUT, NO MRI and KEY NOT AVAILABLE'
cases. Cleared the exception of these cases and saved for billing.
17) After clearing all the pending cases list, e-mail send to IT dept for further bill printing
process.
18) To take reading of NET METERS( cy 35) along with cy 19 & cy 24
18.1 ) To process the data to prepare ASCII and forward the same to Testing section for
manual billing
19) At the time of exception, cases where ToD register not open, wrong tariff, wrong
initial reading punched, mail sent to respective CC wards and follow up.
20) To visit sites for investigation in special cases
21) Give concurrence to Meters dept. regarding display parameter, Bill data on BCS
software and ASCII of new meters at the time of sample testing.
22) Preparation of ASCII, bill format, exception criteria etc for new concept introduce in
MERC Regulation (example Net Meter).

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23) Checking of CMRI reading software of new meters at the time of sample testing.
24) To forward comments and suggestion to Meters dept. at the time of preparing meter
specification.
25) Checking of abnormal cases generated by IT dept.
26) Follow up with the meter manufacturer regarding meter ASCII, display parameter, BCS
software, instantaneous and tamper data programme, CMRI uploading software etc.
for new meters.
27) Other activities
27.1) Forwarding cases to various sections for amendment as well as high/low consumption
observed during exception.
27.2) Arranging for site visit for key not available & other cases reported by meter reader.
To inform such case to wards for follow up also
27.3) Inform the direct supply cases of south/ north zone to vigilance dept. as reported by
MRT.
27.4) MRU transaction to update or change MRU no. As and when required
27.5) Arrangement for vehicles for monthly maintenance etc. co-ordination with MV
Anik. 27.6) Generation of various reports as and when required.
27.7) Preparation of Annex-I (meter not on site) & Annex-II (unbilled meters).Annex III(
Electronic meter on conventional cycle) and forward the same to every CC ward
27.8) Preparation of MD Above 20 kw list for tariff code 3,5,44 etc. And after analysing the
data to forward the cases to all CC wards for proper action
27.9) Preparation of SOP data.
27.10) To allocate the MRU nos. of new meters (installed by CC wards) to all 9 CC depts.
through email.
27.11) To allocate the new meters (installed by CC wards) to MRT for reading purpose.
27.12) To generate Instapara and Tamper data and forward the to testing section for further
action.
27.13) To prepare and update the Eunit on daily basis for checking and clearing the
exceptions.
I. LVCTO Testing Section:
The Sections looking after billing complaints, testing of electronic meters etc. The section is
responsible for about 4100 nos. testing of LVCTO meters. The testing of LVCTO meter as per
reader’s complaint, High Bill complaints, LVCTO meters whose consumption is found Nil/Low/High,
Instapara list forwarded by reading section etc and thereafter with the help of results declaring
LVCTO whether meter defective or not.
A. Attending to consumer’s complaints in respect of High Bill, NDNM, RTC, Nil/Low cases,
Vigilance Cases and Insta-para etc.
B. Routine site investigations/testing of meters.
C. Submitting of amendment proposals in case of meters found defective.
D. Replying to consumers for all complaints.
Complaints received for Testing of LVCTO Meter:-
1) Letter or E-mail or telephonic message received.
2) For testing of LVCTO meter Accucheck (RSM) is required along with CMRI which is associated
with complete tool bag including Tong Tester.

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3) On site connection of potential leads of Accucheck of supply source, Tong insertion of

Accucheck in service cable and connection to subject LVCTO meter.
4) Accucheck is considered as standard reference meter.
5) Testing of LVCTO meter is performed under load condition. If not, respective consumer may
ask the same.
6) Percentage accuracy of subject meter is calculated by comparing power supplied to subject
meter and Accucheck in specified time interval.
7) Testing of LVCTO meter includes following activities like calculation of accuracy of meter for
kWH and rkWh, taking Load survey, CMRI reading if required, checking of all seal position,
power factor etc.
8) Fill up the necessary format and submit.
9) Those meters whose accuracy found Ok i.e. within permissible limit of error reports are filled.
10) If found ok in Testing Consumer shall given ok letter.
11) If found the defective meters are forwarded for Vigilance clearance of the LVCTO meter
through E-mail.
12) As per practice, after four days, if any remark or E-mail is not received from Vigilance
Department then the Work Order is prepared in OLCC system and forwarded to Installation
section for replacement of meter.
13) After replacement of the meter by Installation Section again ID is forwarded.
14) Follow up of lab test reports and CT test report.
Arranging generated readings for reading section in RTC/NDNM cases:-
1) To generate reading of defective meters till its replacement.

2) To provide estimated final readings to various CC wards in case of burnt meter.
3) Closing of cases: To put up defective meter cases for verification of Audit and closing after
approval.
4) Amendment/credit/debit cases: To prepare bill of amendment/credit/debit in case of slow/fast

meters or in proper billing to consumer after receiving lab test report.
5) Regularization of load/tariff: To put up a note to various CC wards regarding regularization of

load/tariff as the case may be, if found any discrepancy in billing.
6) To confirm outstanding claims if any required by CC wards.
7) To maintain and update lab test report records.
II. Testing South / North Section

The section is headed by Assistant Engineer who looked after the job of whole current defective
meters replacement job with the help of Testing Assistant P1/T7 or P1/T6 and nawghany in grade
P1/T1. These meters are required to be replaced within 3 months as per MERC guidelines otherwise
we may lose the valuable revenue of the undertaking due to improper billing to the consumers. The
South section has 1 no. Dy.Engr, 2 nos.Ch Engr., 1 no.T-7, 1 no.T-6 and 2 nos. Nawghanies. The
North section has 1 no. Dy.Engr, 2 nos.Ch Engr., 1 no.T-7, 2 nos.T-6 and 2 nos. Nawghanies.

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Testing Sections Activities:- (North & South)

A. Testing of 3-phase Electronic Meters:
 Source of complaint –
1. Consumer high Bill complaint
2. Complaints from reading section ( RTC and NDNM)
3. Insta-para cases
4. Complaints arising from system during transaction
 Site Testing –
1. Arrangement of consumer appointment for Meter testing.
2. Meter testing with Accucheck on site in presence of consumer.
3. Explain the consumer about the Meter accuracy and testing.
4. Undertaking letter (informing about the Meter accuracy) given to consumer during the
site testing.
5. Insists to consumer for the Bill payment.
6. In case of defective Meter, same is to be replaced after vigilance clearance and the
defective Meter is to be sent to Meters Department for Lab O.T.
7. After Lab O.T. amendment file is prepared for the Credit/ debit on the basis of the Lab
O.T. report.
B. Nil low/insta-para cases:

1. Generation of Nil/low list from monthly bill data available in system.
2. Software progress runs for insta-para Meter for billing data and suspected Meters are
forwarded for testing on site.
3. For each and every case inspection is carried out for the confirmation of vacant
premises or stopped Meter.
4. For every Meter in list, earlier average consumption need to be checked.
5. Study of load survey of defective meters and high bill consumers complaints
C. Preparation of Net Meter Bills:

For 200 nos. Net Meter consumers, Net Metering Bills are being prepared manually.
D. Amendment section:
1. File prepared for defective Meter ( Slow/ Fast/ Stop Meter)
2. Wrong reading and unbilled KWh units of Old Meter in case of wrong transaction.
3. Attending cases of OLCCS mistake.
4. Correspondence regarding consumer letters, their replies, MCA queries and
subsequent replies and correspondence with other wards.
5. All the files prepared for the amendment are sent to Audit Department. After Audit
approval the Amended amount to be debited or credited into consumer Accounts
through OLCCS.
6. After transaction, Intimation letters generated in OLCCS system, sent to consumers
informing amendment amount.
7. Bill correction for consumers
8. Follow up of ‘C’ form and CGRF case, Court case or any other dispute.
9. MIS preparation
10. Generation of bill point and final reading of defective meter
III. INSTALLATION SECTION
1. Follow up of pending cases of defective `P’ and `T’ series meter for replacement.

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2. Priorities are set for defective meter replacement so that maximum revenue can be collected
by amending the consumers.
3. Serving necessary request letters and notices to consumers if they are not allowing
replacement of defective meters.
4. Preparation of notes for correspondence with various departments and outside parties.
5. To carry out site visit in case of difficulties of replacement of defective meters, Ring to
Compact CT replacement etc.
6. Preparation of Budgetary requirement of various materials of Installation Section and giving
actual expenditure whenever required.
7. Procurement of LVCT Banks required for LVCTO meters.
8. To give annual requirement of LV metering CT banks to Materials Management Department
along with Tender specifications and drawings.
9. To approve drawings submitted by the manufacturer of LV metering CT banks before
manufacture of proto type.
10. To ensure availability of sufficient stock of metering LVCT banks at Kussara Stores and to
plan activities as per availability of stock.
11. Responding to Audit queries and queries related to other dept.
12. Clearance of Inspection Memos of LV metering CT banks by observing the results of MTS
dept.
Transaction- After getting final reading from testing section all details such as 10 readings of old as
well as new meter along with requisite details of the meters are inserted in OLCCS for the proper
billing to consumer.
Work order from Testing Section:-

1. Printout taking from OLCCs.
2. Taking appointment (telephonic) of consumers for replacement of defective meters and then
send the Meter Inspectors for replacement of meters.
3. Entry of new work order in advice register.
4. Replaced meter’s entry in booking and advice register.
5. Supervision of old meter testing CMRI dumping & maintaining entry in old meter register and
new meter register.
6. Dumping of new & old meters from CMRI to PC.
7. Printout taking of CMRI & billing parameters from PC & papers giving for final reading to
Testing section.
8. Checking new meter reading with new meter reading register.
9. Checking old (replaced meter) reading with old meter reading register.
10. Checking duplicate bill for reading of previous month.
11. Old meter consumption checking with OLCCs records.
12. Connection management report checking of last month transaction.
13. Paper (replaced meter paper filled by Meter Inspector) is sent to Testing section (North,
South, LVCTO) for NDNM, error code, RTC reading.
14. All transaction in OLCCs (meter replacement transaction).
15. Last month consumption in OLCCs cross checking at the time of transaction.
Activities of Meter Inspector:-

1) Meter inspector along with one or two Nawgany depending on job of meters as well as LVCT
Banks shall be booked.

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2) On site Meter Inspector checks/verify for meter replacement:

a) Confirm the defectiveness of meter, inspection of the CT banks regarding all work of
cables/bus bar fittings, appointment of the respective consumer is to be obtained. After
getting appointment, arranging for meter replacement.
b) Before that, bus bar arrangement, cable for the concerned job is thoroughly inspected by
Meter Inspector.
3) The Meter Inspector carries following activities on site for the replacement of defective meter
a) Shut down the supply of consumer,
b) To Pull out the cutouts.
c) To remove the old meter.
d) If necessary, fabrication of bur bar/cables is carried out.
e) To fit of new meter.
g) To fit cutout.
h) To check the supply on meter as well as cutout.
j) To take all his readings (10 reading of old as well as new meter along with the meter’s
details).
k) To fill in installation papers, undertaking of consumer and load list. All these copies shall
give to consumers.
l) The safety measures are to be taken while carrying job of meter replacement.
4) To fill in installation papers, undertaking of consumer and load list. All these papers submit to
the office for the concern transaction.
VI) Amendment Section
The section is headed by Assistant Engineer who looked after the job of amendment of all
cumulative billing cases. The section has about 650 nos of pending amendment cases. The section
has 1 no. Dy.Engr.,1 no. T-8, 1 no. Office Asst.,1no., and 3 nos. Supervisors.
Source : Amendment cases arises due to following -
1) Transaction generated in OLCCS system for all the Wards.
a) Extension / reduction of load
b) Meter replacement
2) Wrong power factor
3) Wrong maximum demand
4) Tariff difference
5) Reading Section of HVC (exception of cycle 19 & 24)
6) Consumer complaints
Activities-
1) Extracting / downloading the data from the OLCC system & Other Wards in each month.
2) Maintaining record of cumulative billing cases.
3) Maintain record of removed / replaced installed meters from different Wards, IF section.
4) Dumping for billing parameters and ASCII from Reading section in each month for the collected
amendment cases.
5) Scrutinizing of transaction cases which are downloaded in that particular month.
6) Preparation of set of document (connection order, MRA, ASCII, bills & others) of Cr/Dr of
cumulative cases.
7) The case is studied and debit parts is worked out & the bills which gets generated in system
during the debit period are taken in credit part i.e. (Already issued to consumer and paid by
him).

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8) The amendment file is prepared with all the above relevant documents like connection order,
MRA, ASCII, bills &Dr/Cr work out.
9) The amendment sheet is signed by concern clerk and then it is checked by AAOHVC & AOHVC.
It is forwarded to Dy.Engr. & AEHVC for scrutiny / checking & signature.
10) After signature of AEHVC-6, the ID for the case is prepared in OLCC system & forwarded to
Audit. The hard copy i.e. amendment file after signature of DEHVC is forwarded to audit for
scrutiny.
11) After scrutinizing of Audit and approval of DE(HVC) the transaction is generated in OLCCS
system for net debit / credit in consumer account and intimation letter is generated for the
same.
Other activities of Section :-

1) Reply to memos received from the other Customer Care Wards or outstanding claim / Cr/Dr.
2) Reply to consumer complaint letter.
3) Attending the consumer complaints in Annexure A& B.
4) Preparation of MIS
5) Provide details of BMC pumping Accs& Military Accs required for Administrative reports.
VII) System AMR Section

The Sections looking after complaints, testing of AMR Metering system (Meter, CT, DCU, TTB,
Metering Panel and CT, PT wires etc). The section is responsible for about 3472 nos. testing of
meters.
1. Keeping inventory of Energy Audit – AMR Metering system (Meter, CT, DCU, TTB, Metering
Panel and CT, PT wires etc) and day to day upkeep of inventory.
2. Testing of accuracy of metering system i.e. Meter, CT and PT periodically. Daily checking
meter status from the application. Testing of meter in case it is suspected to be defective.
3. Installation , Replacement and Removal of Meters, CT and PT jobs are to be scheduled and
carried out by coordinating with concerned O&M. Erection or Construction department.
4. After preventive or breakdown maintenance job at DSS as well as at RSS where there is
possibility of metering system getting disturbed , it is to be checked for getting correct
data.
5. Scrapping of defective metering system by taking the approval of concerned authority.

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Statistical Section of Customer Care
□ General Activities
□ Authorizing Debit/Credit adjustments in OLCCS.
□ To co-ordinate with Accounts and Audit Department regarding queries about reconciliation of
various accounts related to Customer Care Dept.
□ Maintaining records of Electricity bill payment and Journal Entries.
□ To monitor and control reconciliation work on yearly basis.
□ Filing Income Tax return on electricity bill security deposits.
□ Issuing TDS Certificate.
□ Submitting various statements and to assist higher authorities regarding Statistical data to be
provided to different authorities.
□ Preparing Administrative reports.
□ NET BANKING
□ Checking of payment received through Net Banking via debit/credit cards and through
internet banking with the reports from HDFC Bank and Tech Process Services Ltd.
(payment gateway for Net payment).
□ Downloading Reports from Dashboard of HDFC Bank & Tech Process for reconciliation.
Insertion of dropdown payment entries in OLCCS.
□ Refund to consumer in case of Double payment through Dashboard of HDFC
& Tech Process & Debit Adjustments in case of Chargeback.
□ Passing necessary Journal Entries. Preparing Commission voucher.
□ Monthly Collection report.
□ Insertion of payment transactions not accounted in OLCCS.
□ ECS
□ Punching of ECS Mandate form in OLCCS.
□ Forwarding Uploadable ECS debit file to Canara Bank Clearing Section through Email and
sending Mandate of ECS uploadable file to Canara Bank Colaba Branch manually.
□ Sending Processed ECS file received from Canara Bank Clearing Section to OLCCS through
email.
□ Reconciliation with Canara Bank and Cash Department.
□ Preparing necessary Journal Entries &advise to Cash Department.
□ COLLECTING BANKS
□ Based on Daily MIS provided by collecting bank, to maintain our Bank Register on day to
day basis. To update the weekly collection by taking cumulative total of the amount
collected.
□ Posting of RTGS/NEFT weekly collection and Dishonour Cheque in register.
□ Reconciliation with Funds received in Canara Bank.
□ Debit/Credit Adjustments in OLCCS.
□ Preparation of Monthly Journal Entry & Commission bill.
□ NEFT/RTGS (Citi Bank)
Checking mail from consumers for providing procedure of NEFT/RTGS payment to pay
electricity bills.
Checking mails from Citi Bank regarding Daily payment received and valid/Invalid
payment report.
Reconciliation with funds received in Canara Bank.
Sending consumer data file for Group billing validation process at Citi Bank.
Follow up for details file regarding Group bill payment received from consumer.
Preparing uploadable flat file in system required format.
Passing necessary Journal Entries.

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□ MiBEST Mobile app, Online payment and Customer Care web portal and Paytm
□ Checking of daily MIS in OLCCS.
□ Attending Queries of consumers on PAYTM dashboard.
□ Reconciliation with funds received in Canara Bank.
□ Passing necessary Journal Entries and preparing commission voucher.
□ Money on Mobile
□ Checking of daily MIS in OLCCS.
□ Reconciliation with funds received in Canara Bank.
□ Passing necessary Journal Entries and preparing commission voucher.
□ Suspense
□ Suspense Payments cheking.
· Checking of Suspense Report in OLCCS and taking entries in Suspense Register.
· Posting of suspense payments to correct consumer number in OLCCS.
· Insertion of Debit/Credit note through workflow and Closing of Proclaim payments
in suspense register.
□ Income Tax on Consumer’s Security Deposit.
· Checking of Reports provided by OLCCS system officer.
· Verification of report with Adjustments under code 39 & 79 and current consumers
and ex-consumers.
· Checking of exempted consumers.
· Return file. Issuing TDS Certificates & passing necessary Journal Entries.
□ Post Office
□ Checking of daily summary in OLCCS.
□ Punching &dispatch of cheques received from three Head Post offices.
□ Reconciliation with collection of post office with IndusInd Bank.
□ Checking emails and reports from Post Offices.
□ Debit/Credit adjustments in OLCCS.
□ Passing necessary Journal Entries.
□ Checking of Stubs received with summary received from Post office.
□ Dispatch of Stub lots to EDP Backbay for punching and processing
□ Bill Junction (EBPP)

□ Checking of daily summary in OLCCS.
□ Reconciliation of EBPP collection with ICICI Bank.
□ Checking emails and reports from TechProcess.
□ Debit/Credit adjustments in OLCCS.
□ Passing necessary Journal Entries & preparing commission bill.
□ M.TAX/E.D.
□ Monthly compilation and computation of Billing Summary, Cycle wise Billing Summary,
Electric Duty Summary, Tax on Sale Summary etc. of Ordinary A/c (Cy. 01 to 34) and
adjustments if any.
□ Compilation of Category wise/Slab wise Tariff, FA Statement, FC/MD Ch. etc.
Maharashtra Tax Charges Statement, Sundry (Others) Receipts etc.
□ Compilation of Dr./Cr. Note and other Adjustment code Summary of (S + N) Zone.
□ Compilation of monthly Revenue Statement and FA Statement.
□ Preparation of monthly Journal Entry of Electric Supply Receipts, monthly Discount
Journal Entry and Sale Report.

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□ Preparation of E-FORM, C-FORM of Electricity Duty for submission to Industries,

Energy & Labour Department, PWD, Govt. of Maharashtra. (As per the BED Act, 1958
and BED Rules 1962.
□ Preparation of comparison data of ED and M.Tax to be submitted to PWD, Govt. of
Maharashtra.
□ Preparation of QTRLY 'C' - RETURNS of Electricity Duty for submission to Industries,
Energy & Labour Department, PWD, Govt. of Maharashtra.
□ Preparation of CMTR - I statement for the purpose of Central Electricity Authority,
CMTR – II statement for the purpose of Central Electricity Authority.
□ Noting of Units and Tariff Cost of Municipal Pumping, Military Area from Ordinary
Account and prepare database of south and north zone.
□ Preparation of Category wise Exempted units list (Code wise).
□ Note to A.M. Cash informing him to transfer of required funds to nominated account
and date for making e-payment of ED, TOSE and Green Cess. (Three times in a
month).
□ Preparation of Electricity Duty Payment Vouchers three times in a month in order to
make e-payment in co-ordination with Accounts Department through portal viz.
Government Revenue Accounting System (GRAS) as per the schedule fixed by the
Government.
□ Forward e-challan in soft copy to Chief Engg. (Elect.), PWD, GoM and Electrical
Inspector, Mumbai.
□ To send Journal Entry to Accounts Department through Cash for making posting of e-
payment made from nominated Bank.
□ Preparing & sending letters containing various statistical reports to Electrical
Inspector's Office and Chief Engineer's Office along with receipted Duty Challans three
times in a month.
□ Compilation of Yearly Earning statement, Statement of yearly Earning statement (Item
No 10) for the Purpose of Jt. CAO, DIA, MCA, SOES, and each zone etc.
□ Preparation of Electricity Returns Statement for each Financial Year as per annexure IV
of the Indian Electricity Rule 1956.
□ Statement of Electric Supply on the line of APPENDIX II of the BUDGET ESTIMATE for
the Financial Year (ITEM NO.13).
□ Data for the purpose Administrative Report. (No. of Consumers, Connected Load,
Government levies, Rebate etc.), Data for the purpose Administrative Report
(M.S.E.B.).
□ Monthly preparation of Duty Exempted Consumers list for the Purpose Rebate Bill.
Preparation of Rebate Bill and to be submitted to Chief Eng. (Elect.), PWD, Govt. of
Maharashtra.
□ Data regarding arrears and total billed amount of Ordinary Cycles 01 to 34 South and
North division.
□ Computation of Tax on Sale of Electricity (Maharashtra Tax) data and make e-payment
in co-ordination with Accounts Department through portal viz. Government Revenue
Accounting System (GRAS) as per the schedule fixed by the Government.
□ Forward e-challan in soft copy to Chief Engg. (Elect.), PWD, GoM and Electrical
Inspector, Mumbai.
□ Computation of Tax on Sale of Electricity (Green Cess) data and make e-payment in
co-ordination with Accounts Department through portal viz. Government Revenue
Accounting System (GRAS) as per the schedule fixed by the Government and
forward e-challan in soft copy to Chief Engg. (Elect.), PWD, GoM and Electrical
Inspector, Mumbai.

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□ Preparation of Monthly, Quarterly, and Annual return of Tax on Sale of electricity to be

submitted to Government as per TOSE Act, 1963 and TOSE Rules 1964, letter to be
submitted to Govt. along with the copy of M. Tax receipted challans paid with RBI.
□ To co-relate with the staff of Accounts department to cross check the booking of
Revenue J/E.
□ Submission of various informations as required by the MERC.
□ Assist staff of Chief Engr. (Elect.), PWD, E.I. Mumbai and Accounts General, India
whenever they visit our office for Inspection of records pertains to Elect. Duty and
Maharashtra Tax.
□ Preparation of Budget estimates of Other Receipts, Incentives etc. as also any other
such information requires by the DGM (ES), Jt. CAO, AGM (A), BO, SOES etc.
□ To maintain all the data and information on soft copies and submit the same whenever
demanded by the Management, MERC, or any other authority. With effect from 2001
till today approximately 3500 files are preserved on Hard Disc, all the Act and Rules as
also update amendments made by the Government. To streamline procedure time to
time by issuing circulars whenever required to all Wards of south and North zone.
□ To reply query of Audit Department, MCA, P &A Dept., AG of India and CAG.
Maintaining all the physical records including printouts of M/s KLG ( i.e. Cycle wise
Summaries etc.), Original Challans (ED, M.TAX, Green Cess) of RBI for the purpose of
verification at the time of physical checking of Electrical Inspectors of PWD Dept.,
Govt. of Maharashtra.
□ Reply of Notice received from Income-Tax Department and submits the required
information.

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Meter Department
Meter Management:
The meter management module shall be integrated with CM, CRM and RM modules.
Features:
□ Meter Management (MM) Module to track the physical movement of energy meter right from
purchasing of the meter to scraping of meter.
□ Test results of each meter shall also be recorded.
□ “Meter Purchase” sub module:
1) Meter Tender.
2) Meter Purchase Order.
3) Meter Inspection Memo.
4) Meter Store Requisition
1) Meter Tender
□ Information regarding the tender of meter is to be captured.
□ The field “Tender No” and “Tender Quantity” are Key fields.
□ If any purchase order is amended the amended quantity i.e. addition or deletion of meters is
to be added or subtracted from the original quantity of tender. This is essential because when
the Purchase order is amended Tender is not amended.
2) Meter Purchase Order.

□ Tender no is to be selected from field “Tender No” and the Information regarding the
purchase order of meters is to be entered for required fields.
□ The field “Purchase Order No” is a Key field. “Per Unit Price (Gross) in Rs”,” Purchase Order
Quantity”,” Guarantee Period In Months”,” Meter Life in years” these fields has got special
relevance and need to be validated.
□ The quantity of meters ordered to various manufacturers under same tender is summed and
checked against the tender quantity automatically. The software will not allow purchase
quantity to be more than tender quantity.
3) Meter Inspection Memo.
□ Purchase Order no is to be selected from field “Purchase Order No” for updating the
Information regarding the Inspection Memo of meter.
□ The field “Inspection Memo No” is a Key field.

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4 ) Meter Store Requisition
□ Inspection memo is send to stores after accepting the meters.

□ Stores Department prepare a Store Received Note (SRN) for accounting purpose.
□ Inspection memo no is to be selected from the field “IM No” for filling up the details of SRN.
A) Meter Credit to Stores
□ Meter removed from the installation by CC wards is credited to the sub store.
□ Sub store then send these meters to Meters department and meters department will have to
receive these meters. The movement of meters shall be recorded in the system
B) Meter Serialization
□ Inspection memo no is to be selected from the field “IM NO” for updating Particulars of
meters.
□ Drop down list to be provided for most of the fields to avoid updation errors.
□ All fields to be mandatory in this page.
□ Quantity of meters serialized shall be summed and checked against the IM quantity
automatically.
□ All the meters in one IM are having same particulars hence mass uploading facility to be
provided. Select “IM No” and just fill up the particulars of meter at first sr. no., enter no of
meters in the IM in the field provided and click button “Generate serial no in mass”.
□ The system shall automatically generate the serial numbers for rest of the meters. Records
with same particulars to be generated for as many meters nos. as entered.
□ In “BEST Meter No” drop down to be provided in which the non serialized old conventional
meters received in the Meters department through the system will be available for
serialization.
C) Import Meter Data
□ Meter test data in MS-Excel format can be uploaded in the system. Three types of uploads to
be provided:-
I) Meter Test Result.
II) Meter Dial Test Result.
III) Meter Test Details.
D) Meter Testing
□ Meter Testing page is an important page which shall be provided where all testing details,
test results, etc. can be entered and saved.

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E) Standby Meter
□ When the meter is inserted in the testing page it also appears in the standby meter page to
take the further action on the meter.
□ Actions like sent to manufacturer, received from manufacturer, sent for sealing, sent for
scrapping or kept stand by in department shall be captured in the system.
□ Multiple choice of the meter shall be provided to initiate similar action on the multiple meters.
F) Meter Dispatch
□ Meter no is to be selected and details such as dispatch date, sub store where to dispatch shall
be entered in this page.
□ Mass uploading facility is also to be provided for this functionality.
□ Meter reading details to be populated automatically for the selected meter.
G) Meter Seal
□ Meter no is to be selected and details such as seal nos., seal date, etc to be entered in this
page.
□ Mass uploading facility also to be provided for this page. Meter reading details are populated
automatically for the selected meter.
H) Meter Booking
□ When the meters are dispatched to a particular sub store, these meters will be made
available for booking in workflow of CM and CRM module.
□ They will get the list of the meter nos. according to the selection of size and sub store.
□ This page shall be used by the IF section of CC wards and the other departments where
meter booking activity is carried out.
I) Meter Scrap
□ Meter can be scraped from this page provided the meter is to be routed through the stand by
page by taking the standby action “sent for scrapping”.
□ Provision of scrapping of 400 nos. of single phase meters and 200 nos. of three phase
meters in each batch shall be provided.
□ The meters will be counted automatically.
J) Store Details

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□ Information regarding the stores is to be entered for quick reference.
K) Meter Vendor
□ Information regarding the vendors is to be entered for quick reference.
L) Meter Testing Report

The “Meter Test Report” of individual meter as well as summary of test result of batch of
meters according to the meter test type can be generated through this page.
Mentioned below are the detailed activities performed by the Meter Department of BEST.
1] Basic Profile of Department-

□ Procurement of all types of Energy Meters.
□ Procurement of Meter testing equipment such as Meter test bench and Portable Reference
Standard Meter.
□ Testing of all types of Meters.
□ Sealing &Stenciling of tested Meters.
□ Issuing of tested Meters.
□ Crediting of meters from site i.e. Customer Care wards.
□ Sending of Defective meters for repairs/replacement to the manufacturer.
□ Scrapping of Meters.
□ Maintenance and repairs of wall clocks.
□ Maintenance and repairs of instruments such as Tong-tester, multi-meter etc.
2] Functions of the department –
□ Testing Section:
□ Procurement of Static Single phase, Poly phase, CT operated, CTPT Operated Energy Meters
for New Connection and Replacement as per the requirements of Customer Care
Departments, and to ensure that sufficient meter stock is always maintained.
□ To study the different new technologies available in Meters and to prepare the specifications
for all types of meters.
□ To attend the seminars, trainings, conferences related with the Meters technology.
□ Procurement of Single phase and Poly phase Prepayment meters.
□ Procurement of Dual Source Energy meters for Solar Energy Metering.
□ Procurement of Reference Standard Meter and Meter Test Bench.
□ Maintenance of Meter test bench.
For carrying out above activities we have team of one Asst. Engineer, Two Dy. Engineers, one
Charge Engineer. For procurement we have laid down procedure in which as per the requirement of
User Department or by considering earlier consumption pattern of utilization of meters the budget
provision is made and accordingly the administrative sanction of Competent Authority i.e. G.M. is
obtained. After this proposal is sent along with specifications to M.M. Dept. for advertising the
tender. The tender sample meter testing, demonstration, features verification and confirmation of
tender sample submitted with specification etc. is carried out. Generally minimum 3 to 4 working
days are required to each tenderer thereafter the technical suitability report is prepared. For
preparation, uploading of all documents in E-office it will take minimum 5 working days.
After Auditing all the E-files and opening of commercial bid, minimum 5 working days are required
for recommendation in E-office. After Auditing all the E-files committee note is prepared by MM Dept.
and forwarded to Meters Dept. for verification. It takes minimum of 4 working days to scrutinize
the same.

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The proposal for Lot Inspections and related activities are initiated and carried out.
□ Testing of New Meters, Meters from site, Lab Meters, Vigilance and Official Testing of Meters
in presence of consumer as per the relevant standards of IS.
To carry out the above activities we have 5 nos. of single phase Fully Automatic Test Benches
(FATBs), 3 nos. of Poly-phase FATBs and 6 nos. of Semi-automatic Test Benches. Many of the
position / slot / testing jack of the semi- automatic test benches are not in working condition hence
proposal for procurement of FATBs is initiated. With this following is the standard testing output.
a. Daily standard output of new meters 600 nos. single phase.
b. Daily standard output of new meters 90 nos. poly-phase.
c. Daily standard output of lab test 100 nos. single phase.
d. Daily standard output of lab test 30 nos. poly-phase.
e. Daily standard output of O.T. 40 nos. single / poly phase.
f. The average monthly incoming meters from all wards for carrying out lab test / O.T. /
Vigilance O.T. etc. is around 6000 nos. of meters.
By comparing the daily output and the incoming flow there is pendency of near about 2 to 3
thousand meters every month and will accumulate the pendency. To carry out this activity we have
one Dy. Engineer and eight Charge Engineers and ten nos. of Asst. Foreman. The Charge Engineers
are working of FATBs and Asst. Foreman are working of SATBs. The output of Asst. Foreman are as
per work study and is 4 meters per day.
□ Repairs Section:
□ The tested OK meters are sealed and stenciled and made ready for issue to the User
department. The daily output of sealing and stenciling is 100 nos. of single phase and 60
nos. of poly-phase meters per person respectively.
□ The defective meters within the guarantee period are sent to the firm for repair/replacement,
while the meters whose guarantee period is finished are scrapped. All these defective meters
are required to be segregated, listing has to be prepared, correspondence with the
Manufacturer and other department like M.M. is required to be done.
□ Routine Calibration of RSM of test benches from NABL Accredited Laboratories. The proposal
for administrative sanction and all related activities is to be completed within specified
duration.
□ Routine updation of all records related to procurement, testing, issuing, sealing etc. are done
in Meter management.
□ Routine maintenance and repairs of Wall clocks, antique clocks at GM’s residence, Electric
House, BEST Bhavan, BEST Museum etc. every alternate day a visit of Departments staff is
required for priming the spring of clocks manually.
□ Routine maintenance and repairs of Instruments such as Tong- tester, Multi-meter etc.
The Repairs section is headed by Asst. Engineer and assisted by one Dy. Engineer, Sub-Engineer &
Charge Engineer respectively. These activities are carried with the help of following staff viz. 2 nos.
of Foreman General (T-8), 3 nos. Shop Recorders, and other 28 nos. of various categories of staff.
Activities under this section are mainly of laborious nature, the main critical, tedious and time
consuming activity is of scrapping of old meters. For scrapping of these meters there is a program
developed by our EDP Department. The main hurdle while using program is of updation of old
meters because in earlier years this data was not fed, wrong entries’ were made etc. and for the
scrap value department like Audit and Accounts insist that data should be in order resulting in huge
labour work and consumes lots of time. Earlier every week only 400 nos. of meters were scrapped
now we have increased this and tried to achieve the target of 1000 meters per day.

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Regulatory Department
The Regulatory Department deals with the Regulatory matters involving co-ordination / liaison
work with Maharashtra Electricity Regulatory Commission (MERC) and studying the various
regulations issued by the Commission vis-à-vis their implications on the Undertaking, filing of
various types of petitions, e.g. Tariff Petitions, Business Plan, MYT Petition, ARR, True up,
submission of various data required by Commission and other statutory authorities, reporting the
status of the compliances of directives of Commission, and other work as per the directives of
Hon’ble Commission, dealing with the various issues related with ATE / Supreme court, CERC / CEA,
etc., Attending the Public hearing, meetings. As per the directives of Commission, ensure uploading
of public notices, Orders on BEST’s website. Also coordinate with public relation department of
Undertaking for timely publishing of public notices in newspapers as per directives of
Commission, arranging for appointing of Consultants to the BEST, Reporting the monthly MIS,
preparing & submitting of the Budget.
□ Activities -
□ Preparation of various petitions to be filed with MERC e.g. Tariff Petitions, Business Plan, MYT
Petition, ARR, True up, submission of various data required by Commission and other
statutory authorities,
□ Coordinating with various departments of BEST Undertaking for timely submission of
information to the Commission as per MERC's guidelines / directives.
□ Dealing with queries /information sought by MERC & preparing replies of the same.
□ Awarding MYT, MTR and other assignments to the Retainer Consultant after obtaining BEST
Committee's approval and to arrange to make payment to Retainer Consultants on
completion of stipulated jobs.
□ Payment - Annual Licence Fees& other Statutory Fees while filing of various petitions payable
to MERC.
□ Budget - To prepare the Budget estimates – Sale & Purchase of Energy
□ To prepare the proposal of Revenue Budget & Capital Budget of the department.
To prepare Budget regarding publishing Advertisement
□ Payment of Bills - Processing of bill received from Retainer Consultant regarding assignment
awarded to them for its payment.
□ To inform Management about various petitions, Orders of the Commission and other
important regulatory matters through Monthly Information System (MIS).
□ Forwarding data of Reliability Indices (SOP) to MERC & CEA as received from O & M Division
after the approval of DGMES / GM
□ To deal with regulatory issues of the Undertaking related to MERC.
□ Attending meetings with MERC on various issues such as Tariff proposal, Schedule of Charges
& other issues related with Electricity Business.
□ Offering views / comments on the various Draft Regulations formulated by MERC /CERC, &
Central Electricity Authority.
□ To offer para-wise comments on the submissions made in various proceedings wherever
BEST is impleaded as respondent. Assisting Legal Department on technical issues for appeals
in Appellate Tribunal & various Courts.
□ Scrutiny of the Orders given by the Commission related with various issues and take
appropriate actions.
□ Reporting various Orders of the Hon’ble Commission to Management & BEST Committee.
□ Preparing CD’s of petition as per the directives of MERC for selling it to the General Public
□ To download various Orders/judgment of MERC, CERC, ATE, Supreme Court.
□ To keep the records of various Orders, Regulations, Notifications, Acts, Rules, National Tariff
Policies, National Electricity Policies, Press release, Record of Proceedings, important
documents issued by MERC, CERC, CEA, ATE, Supreme Court, Govt. of Maharashtra.
□ Submission of various information sought by Government of Maharashtra (Starred, Unstarred
Questions, etc).

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□ RTI - The Deputy Chief Engineer (Regulatory) is Public Information Officer related to
regulatory matters of the Undertaking. As such, he replies to the RTI applications received
regarding regulatory matters.
□ Quarterly Statement - To inform Commission regarding publishing of 'Consumer Right
Statement' regarding publishing the same in two English & Marathi news paper on quarterly
basis.
□ Following reports are required by Regulatory Cell for submission to MERC along
with MYT/MTR Petitions. -
□ Balance Sheet
□ Profit and Loss Account
□ Cash Flow statement
□ Share capital
□ Reserves and Surplus
□ Long term borrowings - Secured loans
□ Long term borrowings - Unsecured loans
□ Other Long Term Liabilities
□ Short Term Borrowings
□ Other Current Liabilities
□ Short Term Provisions
□ Tangible Assets
□ Capital Work in Progress
□ Long Term Loans & Advances
□ Other Non Current Assets
□ Inventories
□ Trade receivables
□ Cash & Cash equivalents
□ Short Term Loans & Advances
□ Details of short term loans and advances
□ Other Current Assets
□ Revenue from Operations, Other Income, Non-Tariff Income, Others
□ Cost of Power Purchase
□ Employee benefits expenses
□ Finance Costs, Depreciation & Amortization Expenses
□ Repair &Maintenance Expenses
□ Administration & General Expenses, Administration & General Expenses - Details of
remuneration to Statutory Auditors (excluding Service Tax)
□ Other Debits, Tax Expense - Income Tax/Deferred Tax
□ Prior Period Items
□ MYT/Mid Term Review Petition Formats - Distribution Wires and Retail Supply –
□ Customer Sales Forecast
□ Wheeling Forecast
□ Voltage wise Sales
□ Distribution Losses
□ Energy Balance
□ Demand & Supply Position
□ Power Purchase Expenses
□ Power Procurement Quantum
□ Intra-State Transmission Charges and MSLDC Charges
□ Summary of Operations and Maintenance Expenses
□ O&M Expenses for FY x –x+1 and FY x+1 – x+2
□ O&M Expenses for nth Control Period

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□ Employee Expenses
□ Administration & General Expenses
□ Repair & Maintenance Expenses
□ Summary of Capital Expenditure and Capitalization
□ Capital Expenditure Plan
□ Capitalization Plan
□ Capital Work-in-progress - Project-wise details
□ Assets & Depreciation (Distribution Wires + Retail Supply Business)
□ Assets & Depreciation (Distribution Wires Business)
□ Assets & Depreciation (Retail Supply Business)
□ Interest on Loan Capital
□ Interest on Working Capital and Interest on Consumer Security Deposit
□ Return on Regulatory Equity Capital
□ Non-Tariff Income
□ Provision for bad and doubtful debts
□ Contribution to Contingency Reserves
□ Income Tax
□ Revenue from Sale of Electricity for FY x+1 – x+2 and FY x+2 – x+3
□ Expected Revenue at existing Tariff for FY x+3 – x+4
□ Expected Revenue at proposed Tariff for FY x+4 – x+5
□ Expected Revenue at proposed Tariff for FY x+5 – x+6
□ Cross-subsidy Trajectory
□ Billing Efficiency and Collection Efficiency
□ Trajectory for Billing Efficiency and Collection Efficiency
□ Payment Efficiency
□ Rebate given to Consumer Category
□ Truing-Up Summary - FY x+1 – x+2 and FY x+2 – x+3
□ ARR Summary for FY to FY
□ Other Expenses
□ Returns on interest on internal fund
□ Revenue Gap /Surplus

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Review Committee - I OFFICE
□ Vigilance Raid details received from Vigilance Dept by email / manually on the day of Raid.
□ Details of the vigilance raid received in Rev. Comm-I Dept handed over to respective
Assessing Officer
□ Shop-recorder maintains the record of Vigilance Raid cases.
□ Claims of Vigilance raid cases are prepared by Assessing Officer with the help Deputy
Engineer and forwarded to Vigilance Dept. by email/dispatch
□ Green Files are prepared with all relevant raid documents, photographs by Vigilance (South &
North) Dept and are forwarded to Review Committee-I
□ Claims are reviewed by Assessing Officer on the basis of evidences/ contentions given by
consumers and kept in front of Review Committee for approval after checking of Legal
Representative. Files are audited and given to Assessing Officer to prepare final assessment
letter. With the help of DyE final assessment letters are prepared and issued to consumers by
Registered A.D. post by Hand delivery to Vigilance Dept.

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Vigilance Department:
Vigilance (E.S.) Dept. is responsible for detecting theft of electricity and taking action against the
person indulged in it. There are two different departments viz. Vigilance (E.S.) South Dept. and
Vigilance (ES) North Dept. having different area of operation.
Broadly the electrical theft can be classified into 3 categories viz. Direct Supply, Tampering of
Meter and Unauthorized use of electricity.
□ Taking Direct Supply: Consumers indulged in taking direct supply bypassing the meter
come in this category. Here the culprit can have his own meter but he is using direct supply
with the help of change over switch or the culprit is not our registered consumer or consumer
who’s meter is removed for non-payment but taking the direct supply from external source
without metering.
In this case, we issue a provisional bill to the consumer (which is calculated by Assessing
Officer of the Review Committee) and lodge a police complaint (F.I.R.) u/s 135 in the
concerned police station. In these cases, the meter is removed and not connected back
unless consumer pays 50% of the amount of provisional bill and give the undertaking to pay
the remaining amount after deciding final assessment bill. The final assessment bill is
prepared by Review Committee considering the site condition reported by the department,
consumption pattern of the consumer and the contention letter given by the culprit. The final
assessed bill is also subjected to be revised by the Review Committee in certain conditions. It
also be revised by LokAdalat or by the Court Order. In this case when the meter is physically
removed by Vigilance (E.S.) Dept., the meter is removed from the billing system and ID
remains pending with Vigilance (ES) Dept. till the time the consumer makes certain minimum
payment. His meter cannot be reconnected as the ID is kept pending with Vigilance (E.S.)
Dept. After the necessary payment Vigilance (E.S.) Dept. initiate SM for IF Dept. to install a
new meter in place of the removed meter. In case, consumer delays making the payment by
substantial period, a provision should be made for allowing “remove the meter from the
system.”
□ Tampered Meter: In this case, meter is tampered by the consumer to manipulate the
consumption. In this case, provisional claim prepared by the Assessing Officer of Review
Committee is given to the consumer and F.I.R. is lodged u/s 135 with the nearby police
station. In these cases, meter is also removed and new meter is installed only if consumer
pays half of the provisional claim amount. The provisional claim amount is then revised by
the Review Committee and issued final assessed claim to the consumer. The remaining
amount is not paid by the consumer, the meter is disconnected again till the consumer pays
the total claim amount. The said final claim is subject to re-revision by the Review
Committee in specific cases or can also be revised by LokAdalat or by a Court Order.
In few of the cases, the meters removed from the site for other reasons are found tampered
in the laboratory. Such cases are also to be included in this category.
□ Unauthorized use of electric supply: Many a times, during raid it is observed that the
consumer is utilizing the supply for the purpose other than sanctioned tariff viz. the
residential supply is used for commercial purpose thereby causing revenue loss to the
undertaking. Such consumers are given provisional claim amount under section 126
(prepared by Assessing Officer of Review Committee). In this case, the provisional claims are
issued to the consumers after a certain time and therefore the consumer is not disconnected.
On the contention of the consumer, the provisional claims are subject to revision by the
Assessing Officer. It is also subject to change by the order of Electrical Inspector or Court. If
consumer fails to make the payment of the final claim his meter is disconnected till he makes
the payment. In addition to this, the cases detected where the consumer is unintentionally

285
using direct supply like Ganpati/ Navratri festivals, marriage function are also treated in this
category.
In all the above cases, provision should be made in the billing system to accommodate the
procedure adopted by Vigilance (E.S.) Dept.
In addition to the above requirement, Vigilance (E.S.) Dept. desires to have provision for the
following -
a) To put the entire data of pending vigilance claims in the main billing system with a
provision to regularly update the data.
The data has to be uploaded one time in the billing system so that it is visible to all the
Customer Care Dept. It is essential while sanctioning requisitions/ change of name of the
consumers as the Customer Care Dept. are supposed to not to sanction the requisitions in
case of pending vigilance claims. The Customer Care Depts. therefore, need to be shown the
pending vigilance claims against service numbers and account nos. whereas the Vigilance (ES)
Dept. requires to see the data also as per vigilance case number.
b) To update payment made by the culprits time to time against each claim (multiple
entries).
The payment against vigilance claims are many times done in installments. All such payments
should be reflected against each vigilance claim so that Vigilance (E.S.) Dept. and Customer
Care Dept. can at any point of time know the remaining amount to be paid by the consumer.
A provision should also be made such that if the consumer makes payment of the entire claim
amount, the case should not be reflected in the pending vigilance claims which are displayed
on the screen of Customer Care Dept. All such paid up cases should however remain in the
data and should be visible to Vigilance (E.S.) Dept.
c) Passing of Journal Entries (JEs) for the payment made by the consumer
After payment of entire claim amount & compounding charges, the case is said to be closed
subject to passing of JE (Journal Entry) to account the payments made against the vigilance
cases. This is routed through Audit & Accounts Department. After passing of JE, the case is
closed. Similarly recovered compounding charges are also required to be accounted
separately against each claim the amount is deposited to Govt.

286
Planning Department Of BEST
□ Planning Network Department :
Issue Technical Clearance to customer care department.
Process flow:
1. Requisition for electric supply either for load extension or new connection is registered in the
respective Wards of the Customer Care Departments.
2. Customer Care Department can release requisitioned load up to 150kW, they increase the
cable size, or increases the load. However, the cases where network condition is stringent are
referred to Planning Network Department for further clearance.
3. If the requisitioned load is more than 150kW then, Customer Care Department forwards the
load requirement to Planning Network department for clearance. The Planning department
provides the Technical Clearance as per the network condition.
4. If the load requirement can be met/released from the existing network setup, then the
Planning Network department gives the technical clearance to release the load.
5. If requisitioned load can be released by LV/HV network strengthening scheme, the same
remark is put on the Technical Clearance and then LV/HV network strengthening scheme is
prepared with the help of Drawing Section team which includes:
□ List of work
□ Revision of plans (S/PL, L/PL, M/PL).
□ Cost estimate.
□ Bill of material.
6. The proposal is sent for comments/suggestion to Operation and Maintenance department.
7. Operation and Maintenance department gives comments/suggestion to be added/deleted in
the proposal and the same is forwarded to Planning Department after necessary CEM
approval.
DCEW Office - DEPUTY CHIEF ENGINEER (WORKS) OFFICE
□ Activity / Preparation of R.I.Bill,making payment of R.I.Charges and

forwarding J.E.Bills for Planned activities i.e.execution of schemes / work orders
1. AAOW- Initiates R.I.Bill voucher against demand note received from Dy.Engineer.
2. AOW - Approves bill voucher and forwards it to DCEW for certification.
3. DCEW - After certification, forwards bill voucher through Dy.CAO(RC) to Audit , Cash
department &chowkey Dy. E for further necessary action.
4. AOW - Allots funds and forwards transaction details to concern Dy.Engineer towards
trench application recommended by Dy.Engineer and verified by Audit Dept.
5. AOW - Certifies Journal Entry bills approved by concern Divisional Engineer and forwards
to Audit Dept. for verification.
6. Posting of refund amount if any from MCGM against paid transaction.

287
□ ONLINE TRENCHING process flow,
1. Deputy Engineer :
Chowkey Dy. E collects demand notes from MCGM & for to DCEW's Office for preparation
of bill voucher
2. AAO / Supervisor DCEW's Office :
initiates bill voucher & forward to AOW for approval
3. AO DCEW’s Office :
approves bill voucher & forwards to DCEW for certification
4. DCEW :
certifies bill voucher & forwards to Accounts Dept.
5. Accounts Dy. CAO(RC ):
recommends bill voucher & forwards to Audit Clerk
6. Audit Clerk :
recommends bill voucher for audit
7. Audit Officer :
checks / audit bill voucher
8. Audit Oficer :
approves & forwards audited bill voucher to concerned Dy.E
recommends payment to E-Wallet & forwards bill voucher to Cash dept.
10. Cash Dept :
Transfers funds to e-Wallet & informs to Dy.E
forwards payment advice intimation to AOW
12. AOW DCEW’s Office :
allots fund to application as recommended by Dy.E&sents transaction details of payment
to Dy.E for prepartion of Jes.
advice for JE preparation to concern Administrative Officer
14. AAO ( Erections , Const. & O & M Depts) :
prepares JE bills & forwards to Divisional Engineer for approval
15. Divisional Engineer :
approves JE & forwards to AOW for certification
16. AOW DCEW’s Office :
Certifies JE & forward to Audit Clerk for verification
17. Audit Clerk / Officer :
verifies JE bill voucher & forwards to Accounts Dept .
18. Accounts Dept :
Update JE in books of Accounts & close workflow
Erection Department
□ The Erection Department of BEST perform following activities, which are as

mentioned below:
1. Customer Care Department shall forward the work order for execution to Erection
Department.
2. The department shall also be responsible for execution of service work orders engaged by
the Customer Care Department.

288
3. The Erection Department shall be able to print work order and work order sketch through
system.
4. After execution of work order Erection Department shall fill up the Work Completion
Report and forward the same to concerned Customer Care Department through system.
5. Erection Department shall able to generate the work completion and pendency reports
through system.
Franchisee Meter related Processes in Connection Management:
Under the Franchisee, Group of consumers in particular building complex where electric supply is
connected through H.T supply where as metered supply is distributed to downstream consumers by
the Franchisee who is maintaining the distribution network, Meter reading, Bill distribution and
collection. Whereas the Distribution licensee processes the individual meter connection, Extension /
Reduction of load, Reconnection of meter etc through the CM-Meter Related and Service Related
workflows for Franchisee Consumer.

289
O & M Department
Preventive and Breakdown maintenance Activities of O & M are captured in OLCCS in Maintenance
Activity Module of Asset Management. Off Supply complaints are registered in OLCCS under
Technical Complaints. Under Mobile Workforce Management, O&M users are using Mains Engineer
app for restoration of electric supply. O&M department is maintaining Load Sheets which is done in
AutoCAD.
□ Preventive and Breakdown maintenance activities of Receiving Station

Maintenance
Preventive and Breakdown maintenance activities carried out on various electrical equipments
like transformers, control panels, CTs/PTs, switchgear, bus bars etc. Preventive maintenance
activities are done on specific time interval predefined in the system.
□ Static I Section
□ Lodging of civil complaints of DSS / Dilapidated DSS and follow up for remodeling and
reconstruction of existing DSS. Follow up details to be captured in system.
□ Renewal of Lease Agreement. Date is captured in Substation Asset under Asset Management
□ Preventive Activities as there in AM:
1. Cleaning of sub station
2. Painting of transformers
3. Painting of switchgears
4. Oil sampling & testing
5. Inspection of sub-station
a) Checking of ventilation of s/s
b) Checking of oil leakages in tr.
c) Inspection of substation earthing
d) Inspection for encroachment in s/s
e) Checking of stenciling ofSw/gr &Tr.
f) Silica gel replacement & reconditioning
g) Partial discharge meter reading of 11 kV equipments
□ Preventive and Breakdown Maintenance of Static II Section as covered in AM
□ Outage Management System:
□ Registering of Off Supply Complaint

□ Attending to Fuse Off Message
□ Attending to LT Supply interruption (Mains Engineer)
□ Attending to HT Supply restoration (Fault Engineer)
□ Recording Temporary Supply given/removed
□ Interface for Entry of Faults & Interruptions
□ Zone wise Daily report of Supply Interruption
□ Mobile App for Fuse Man, Mains, Aerial Mains and Fault Engineer
□ Mobile App for monitoring messages sent and pending
□ Registering Distributor dead cases.
□ Calculating Reliability Indices for HT and LT Supply Interruption
□ Integration with Call Center
□ Integration with GIS Software
□ LV LOAD SECTION
□ Asset Management :-
a) To prepare new asset of distr., services, teed services in asset management.
b) To give network to distr. Services, teed services in network Tree (OLCCS).

290
c) As per network changes updating the network tree in OLCCS.

□ To give comments on scheme prepared by Planning Network Dept.
□ To go through the messages from Fault Control and System Control and update the
necessary changes in Network & Load-sheet.
□ To Study the repeated fuse blown by way of Off Supply reports and prepare the
suitable scheme or suggest network changes.
□ ACTIVITY OF REPAIRS SECTION

□ Break Down Activities to be entered in Maintenance module of Asset Management
o Repairs section repairs the underground cable faults such as
i)EHV CABLE FAULTS (22KV, 33KV)
ii)HV CABLE FAULTS (11KV)
iii)LV CABLE FAULTS (415V)
a) Distributor faults
b) Service faults
o recovery of cable damaged charges
□ ACTIVITY OF PILLAR MAINTENANCE SECTION as being done in Asset

Management
Preventive Activities
□ Pillar\mini pillar inspection, cleaning
□ Painting of pillar / mini pillar
□ Pillar no. is stenciled on pillar, unit no and map is stenciled on inner side of ADP door.
□ Replacement / reconditioning of damaged, corroded pillar / l v board
□ Preventive maintenance of Loaded DSS/Unequal load sharing of Transformer tails
attending at LV Board side.
□ Attending to various defects of pillar / l v board viz burnt busbar, fuse base, loose
contact, z bends, jumpers, door, lock, hinges, phase barriers, appron, cannopy etc.
□ Unit changeover at pillar/l v board for monitoring load distribution
□ Load sharing complaints of transformer tails, repl. of al. tr. tails by cu.
□ Laying of l. v. cable -- 400/1c xlpe cu (in mtrs)
□ No. of l. t. capacitors installed/replaced
□ Inspection of service position
□ Maintenance of service position vize replacement of c/o, neutral link, c/o board,
sealing chamber, sfu, p/h of service, relaying etc.
□ Service / distributor / r & m of faults repaired
□ Service upgradation (2c to 4c)
□ No. of earthing provided at ds/s , capacitor , transformer, switchgear
□ ADP / LVB neutral tighting
□ Removal of tarpaulins from DSS
□ Reports pertaining to Activities of various O&M Sections. There shall be dynamic

reports and Tailor made Summary reports.
IVRS based Call Center: (proposed to be internalized)
† Consumer can register complaints related to electricity supply interruptions and billing
complaints through IVRS based Call Center where calls are forwarded to fuse control centers
through the system with minimum latency.
† Second PRI line for the Call Center shall be provided as a fall back arrangement.
† Features

291
□ Common number for Electric Supply complaints and other queries

□ 24 x 7 Service and Support
□ Provision of 9 executives round the clock which shall be scalable to 15 executives for
monsoon season.
□ Call Centre Manager in all the 3 shifts.
□ Call waiting monitoring facility.
□ Complaint Registration
† through Customer Care Executive
† Through Interactive Voice Response System
□ Integrated with Consumer Database
□ SMS to concerned official and customer
□ Complaint / Request forwarding
□ Complaint / request Status Tracking
□ Provision of auto calling for a set of pre-defined consumers for giving specific information to
consumer.
□ Integration with Outage Management System

292
Annexure XVIII : Draft Consortium Agreement
<<On non-judicial stamp paper of appropriate value to be purchased in the name of

executants companies or as required by the jurisdiction in which executed>>
This Consortium Agreement executed on this ................ day of........................... Two Thousand
………………. By:
M/s. .....................................a Company incorporated under the laws of........................and having
its registered office at............................. (Hereinafter called the “Lead Member/First
Member” which expression shall include its successors);
And
M/s. …....................... a Company incorporated under the laws of

.......................................and having its registered office at.......................... (Hereinafter called the
“Second Member” which expression shall include its successors)
And
M/s. …....................... a Company incorporated under the laws of
.......................................and having its registered office at.......................... (Hereinafter called the
“Third Member” which expression shall include its successors)
The Lead Member/First Member, the Second Member and the Third Member shall collectively
hereinafter be called as the “Consortium Members” for the purpose of submitting a proposal
(hereinafter called as “Bid”) for the work of ………………………(Name of project) of BrihanMumbai
Electric Supply and Transport (BEST) (hereinafter called the “Owner”) in response to Request for
Proposal Document (hereinafter called as ”tender” Document) Dated………….. for the purposes of
submitting the bid no. ………….. …………………………..and entering into a contract in case of award for
the work of …… (Name of work)………………………
WHEREAS, the Owner invited bids vide its tender document no. …………………for the work
of…………AND WHEREAS as per document, Consortium bids will also be considered by the Owner
provided they meet the specific requirements in that regard.
AND WHEREAS the bid is being submitted to the Owner vide proposal dated ………… based on the
Consortium Agreement and the bid with its forms and submission documents, in accordance with the
requirement of tender conditions and requirements have been signed by all the partners and
submitted to the Owner.
AND WHEREAS Clause <> of tender document stipulates that a Consortium of maximum <3>
companies, meeting the requirements stipulated in the tender document may submit a Proposal
signed by Lead Member of the Consortium Members so as to legally bind all the Members of the
Consortium to the Owner and duly signed Consortium Agreement shall be attached to the
Proposal.

293
NOW THEREFORE, in consideration of the mutual covenants of the members of the Consortium, the
sufficiency whereof is hereby acknowledged and other good valuable consideration, we agree as
follows:
1. We the members in the Consortium hereby confirm that the name and style of the Consortium
shall be…………….. Consortium.
2. M/s. ......................................shall act as Lead Member for self, and for and on behalf of M/s
…………………….. (Second Member) and further declare and confirm that we shall jointly and
severally be bound unto the Owner for the successful performance of the obligations under the
Request for Proposal (tender) and resulting Contact Agreement(s) submitted / executed by the
Lead Member in the event of the selection of Consortium. Further, the Lead member is
authorized to incur liabilities and receive instructions for and on behalf of any or all partners of
the consortium.
3. In no case subsequent change in implementation agency shall be made. The composition or
the constitution of the consortium shall not be altered without the prior consent of the Owner.
4. The roles and responsibilities of the lead member and the second member of the consortium for
execution of various components/activities as defined in the tender document shall be as under:
S. No. Project Roles Roles &Responsibility

Component/Activi &Responsibility of of Consortium
ty Lead Member Member(s)
1
2
3
4
5. It is agreed that each member of the consortium shall be responsible for end to end ownership
towards the scope for which their credentials have been submitted and will be evaluated for ERP
Solution, only such respective agency shall undertake the implementation with its own
manpower resources and not outsource it to a third party. The members will be involved in all
the activities related to their respective scope for the entire duration of the project. BEST
reserves the right to review the resumes of the resources provided along with their employment
details to ensure that they are employed with same agencies whose credentials have been
provided.
6. It is agreed that the lead member shall be liable for the entire scope of work and risks involved
thereof. It is also agreed that all non-lead members of the consortium shall be held equally
responsible along with the lead member for the obligations under the tender Document,
Contract and this Agreement, as per the scope of work, roles and responsibility agreed in this
agreement.
7. For the purpose of this Agreement, the tender Document and the Contract, the Lead member
shall be the single point of contact for the BEST, shall have the overall responsibility of the
management of the Project and shall have single point responsibility for ensuring that all
members of the consortium are complying with the terms and conditions set out in the Contract
and the tender Document.
8. If BEST suffers any loss or damage on account of any breach in the stipulation of the
Agreements to be entered into by the Consortium Members, upon its selection pursuant to
tender (the "Agreements") or any shortfall in the performance of the Transaction or in meeting
the performances guaranteed as per the tender and the Agreements, the Consortium Members

294
hereby jointly and severally undertake to promptly make good such loss or damages caused to
BEST on its demand without any demur or contest. The Owner shall have the right to proceed
against anyone of the partners and it shall neither be necessary nor obligatory on the part of the
Owner to proceed against the Lead bidder before proceeding against or dealing with the other
Member.
9. The financial liability of the Consortium Members to the BEST, with respect to any of the claims
arising out of the performance or non-performance of obligations under the tender and the
resulting Agreement(s) shall not be limited so as to restrict or limit the liabilities of any of the
Members.
10. It is expressly agreed by the Members that all the due payments shall be made by the Owner to
lead member only.
11. This Consortium agreement shall be construed and interpreted in accordance with the laws of
India and the Courts of Mumbai shall have the exclusive jurisdiction in all matters arising there
under.
12. It is also hereby agreed that Lead Member shall, on behalf of the Consortium shall submit the
Bid and performance Security as specified by owner in the tender document.
13. It is further agreed that this Consortium Agreement shall be irrevocable and shall continue to be
enforceable till the same is discharged by BEST
14. This Agreement shall come into force as of the date of signing and shall continue in full force
and effect until the complete discharge of all obligations, concerning the carrying out of the
Project, which have been taken on by the Parties under the Contract, tender Document and
under this Agreement.
15. Any other terms and conditions not in contradiction to the tender and above mentioned terms
and conditions.
IN WITNESS WHEREOF, the Members to the Consortium agreement have through their
authorised representatives executed these presents and affixed common seal of their companies, on
the day, month and year first mentioned above.
Common Seal of................has been affixed in For and on behalf of M/s……………..

my/our Lead Member presence pursuant to
Board of Director’s resolution dated
(Lead Bidder)
..............................
(Signature of authorized representative)

1) Witness
Name:
Designation:
2) Witness

295

(Second member)
..............................

1) Witness
Name:
Designation:
2) Witness

(Third member)
..............................

1) Witness
Name:
Designation:
2) Witness

296
Disclaimer
The information contained in this e-tender document or provided to Bidder(s), whether verbally or in
documentary or any other form, by or on behalf of the BrihanMumbai Electric Supply & Transport
Undertaking (BEST), hereafter also referred as “The BEST Authority “, or any of its employees or
advisors, is provided to Bidder(s) on the terms and conditions set out in this e-tender and such other
terms and conditions subject to which such information is provided.
This e-tender includes statements, which reflect various assumptions and assessments arrived at by
the BrihanMumbai Electric Supply & Transport Undertaking (BEST) in relation to the Project. Such
assumptions, assessments and statements do not purport to contain all the information that each
Bidder may require. This e-tender may not be appropriate for all persons, and it is not possible for
the BrihanMumbai Electric Supply & Transport Undertaking (BEST), its employees or advisors to
consider the investment objectives, financial situation and particular needs of each party who reads
or uses this e-tender. The assumptions, assessments, statements and information contained in this
e-tender 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, statements and information contained in this e-
tender and obtain independent advice from appropriate sources.
Information provided in this e-tender to the Bidder(s) is on a wide range of matters, some of which
may depend upon intSAPretation of law. The information given is not intended to be an exhaustive
account of statutory requirements and should not be regarded as a complete or authoritative
statement of law. The BrihanMumbai Electric Supply & Transport Undertaking (BEST) accepts no
responsibility for the accuracy or otherwise for any intSAPretation or opinion on law expressed here.
The BrihanMumbai Electric Supply & Transport Undertaking (BEST), its employees and advisors make
no representation or warranty and shall have no liability to any person, including any Bidder or
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 e-tender or otherwise, including the accuracy,
adequacy, correctness, completeness or reliability of the e-tender and any assessment, assumption,
statement or information contained therein or deemed to form part of this e-tender or arising in any
way with pre-qualification of Bidders for participation in the Bidding Process. The BrihanMumbai
Electric Supply & Transport Undertaking (BEST) also accepts no liability of any nature whether
resulting from negligence or otherwise howsoever caused arising from reliance of any Bidder.

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THE BRIHANMUMBAI ELECTRIC SUPPLY & TRANSPORT UNDERTAKING

(OF THE BRIHANMUMBAI MAHANAGARPALIKA)

Draft Request for Proposal (RFP)

TENDER NO. : DMM(SB)/II/11/TCU/69032/2020-21/Advt.

Table of Contents ................................................................................................................................................. 2

Glossary and eTender Notice .............................................................................................................................. 6

2 Invitation for Proposal .................................................................................................................................... 10

3 Background and Introduction ........................................................................................................................ 13

4 Request for Proposal Process ........................................................................................................................ 16

5 Bid Submission Instructions........................................................................................................................... 22

6 Bid Opening and Evaluation Process ............................................................................................................ 35

Issued by BEST Page 2 of 296

6.9 Performance Bank Guarantee ............................................................................................................................. 38

7 Scope of Work ................................................................................................................................................. 41

8 Solution Overview ......................................................................................................................................... 157

Annexure I:Instructions for Pre-Qualification Bid ........................................................................................ 161

Issued by BEST Page 3 of 296

Annexure III: Commercial Bid Formats ......................................................................................................... 179

Annexure IV: Draft Contract Agreement ....................................................................................................... 184

Annexure V: List of Approved Banks ............................................................................................................. 221

Annexure VI : Format of Bank Guarantee for EMD ..................................................................................... 222

Annexure VIII: Draft Non-Disclosure Agreement ........................................................................................ 226

Annexure X: Indicative list of locations where ERP support is expected.................................................. 233

Annexure XII: Current Server Sizing of BEST’s Systems ................................................................................ 245

Annexure XIII: Reporting ................................................................................................................................ 246

Annexure XIV: Sample Change Control Note ............................................................................................... 250

Annexure XV: RACI Matrix .............................................................................................................................. 251

Annexure XVI : Indicative user count – module-wise ................................................................................. 252

Annexure XVII: BEST Department-wise Activities ....................................................................................... 254

AUDIT DEPARTMENT ........................................................................................................................................ 254

Customer Care Department .............................................................................................256

High Value Consumers Department .................................................................................... 260

Statistical Section of Customer Care ....................................................................................... 271

Meter Department................................................................................................................ 275

Regulatory Department .................................................................................................. 280

Issued by BEST Page 4 of 296

Review Committee - I OFFICE.......................................................................................... 283

Vigilance Department .......................................................................................................... 284

Planning Department Of BEST.......................................................................................................... 286

DCEW Office - DEPUTY CHIEF ENGINEER (WORKS) OFFICE ...................................................... 286

Erection Department ............................................................................................................ 287

Franchisee Meter related Processes in Connection Management .....................................288

O & M Department ........................................................................................................................ 289

Annexure XVIII : Draft Consortium Agreement ........................................................................................... 292

Issued by BEST Page 5 of 296

Glossary and eTender Notice

BEC Bid Evaluation Committee

BoM Bill of Material

BoQ Bill of Quantity

CMMi Capability Maturity Model Integration

CVA Code Vulnerability Analysis

CVS Capital Value system

DFD Data Flow diagram

DSC Digital Signature Certificate

EMD Earnest Money Deposit

GIS Geographical information system

HOD Head of Department