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RFP for Urban MeeSeva Centre Oct.2015 (Part – I)

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Request For Proposal Part - I

AP Urban Mee Seva Centres Project (Functional & Technical Specifications)

under Build, Operate, Maintain and Transfer (BOMT) Model

October 2015

O/o. Director, Electronic Services Delivery Ground Floor, Road No. 7, Banjara Hills

Hyderabad - 500 034, India. Phone: 040-2335 4716, 17


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Proprietary & Confidential

This document contains proprietary information furnished for evaluation purposes only. No part of this document can be reproduced in any form or by any means, disclosed or distributed to any person without the prior consent of ESD to the extent required for submitting bid and such information may not be published, disclosed, or used for any other purpose. You acknowledge and agree that this document and all portions thereof, including, but not limited to, any copyright, trade secret and other intellectual property rights relating thereto, are and at all times shall remain the sole property of ESD and that title and full ownership rights in the information contained herein and all portions thereof are reserved to and at all times shall remain with ESD. You agree to take utmost care in protecting the proprietary and confidential nature of the information contained herein.


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Table of Contents

News Paper Advertisement ............................................................................................... 5

Tender Call Notice ............................................................................................................... 6

A. Introduction to Mee Seva Project ........................................................................... 7

B. Scope of the project................................................................................................... 10

1. Scope in Detail ............................................................................................... 10

2. Takeover of Urban MeeSeva Centers .................................................... 12

3. Period for establishment ........................................................................... 12

4. Utilization of existing assets: .................................................................. 12

5. Expected Outcome: ...................................................................................... 13

C. Roles and Responsibilities ...................................................................................... 14

1. Responsibilities of ESD. ............................................................................. 14

2. Responsibilities of Service Provider ..................................................... 15

3. Responsibilities of Departments/Agencies ....................................... 18

4. Responsibilities of GOAP ........................................................................... 19

5. Other Roles & Responsibilities: .............................................................. 20

D. Functional Requirements .................................................................................... 21

1. MEE SEVA Architecture ............................................................................. 21

2. Urban MEE SEVA Centers ......................................................................... 22

3. Citizen Services ............................................................................................. 24

4. Typical Bill Payment sub-system: ......................................................... 24

5. Other sub-systems: ....................................................................................... 25

6. Business Services .......................................................................................... 25

7. Expansion of Services ................................................................................. 26

8. Service Quality Parameters ...................................................................... 26

9. Transaction Volumes ................................................................................... 27

E. Technical Requirements of MeeSeva System ................................................... 27

F. Operational Requirements ...................................................................................... 29

1. Requirement to comply with MOUs ..................................................... 29

2. Business Function & Performance ........................................................ 29

3. Time Schedule ................................................................................................ 29

4. Operations & Maintenance ....................................................................... 29

5. System Support ............................................................................................. 30

6. System Administration .............................................................................. 30

7. Network Administration ............................................................................ 30

8. Productivity ..................................................................................................... 31

9. Quality Standards ......................................................................................... 31

10. Manpower Deployment ............................................................................... 31

11. Deliverables ..................................................................................................... 31

12. Project Management .................................................................................... 32

13. Work Program ................................................................................................. 32

14. Reports .............................................................................................................. 32

15. Training ............................................................................................................. 32


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16. Supply of Consumables .............................................................................. 33

17. Roles of Service Provider, ESD and Department ............................ 33

18. ACCEPTANCE TESTING & CERTIFICATION ...................................... 33

G. ANNEXURES ............................................................................................................ 34


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News Paper Advertisement

Government of Andhra Pradesh O/o. Director, ESD (Mee Seva)

Ground Floor, Road No. 7, Banjara Hills Hyderabad - 500034

Tender Call Notice for Build, Operate, Maintain & Transfer (BOMT)

AP Urban Meeseva Centre Project

Schedule of Tender Events:

Bid Calling Date 15.10.2015

Pre-Bid Conference Date/Time 27.10.2015, 03.30 PM, @ O/o. ESD, GoAP

Bid Submission Date/Time 31.10.2015, 03-00 PM (Drop Box)

Bid Opening Date/Time 31.10.2015, 03-30 PM (Three parts bid )

Bid Document Fee (per zone) Rs.10,000/- DD in favour of Director, ESD, Meeseva, AP (non refundable)

ESD Contact person Asst. Secretary (Admn) 91009 79646

ESD Reference No. 90/ESD/Tech/CMC/2015

For further details regarding detailed Tender Notification, specifications please visit 1) www.apit.ap.gov.in or 2) www.ap.meeseva.gov.in or 3) www.esevaonline.ap.gov.in or 4) www.eseva.ap.gov.in portals to download the bid documents (Parts I & II) for reference. However, you have to collect the Physical Bid Document in our office to be submitted along with tender.

Contact Nos.: 91 (40) 2335 4717, Fax: 91 (40) 2335 4716 Email: [email protected]

Director, ESD (Mee Seva), AP

http://www.apit.ap.gov.in/

http://www.ap.meeseva.gov.in/

http://www.esevaonline.ap.gov.in/

http://www.eseva.ap.gov.in/


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Tender Call Notice

Government of Andhra Pradesh O/o. Director, Electronic Services Delivery, (Mee Seva)

Ground Floor, Road No. 7, Banjara Hills, Hyderabad - 500 034, India. Contact Nos.: 91 (40) 2335 4717, Fax: 91 (40) 2335 4716

Email: [email protected]

Tender Call Notice for Build, Operate, Maintain & Transfer (BOMT)

AP Urban Meeseva Centre Project

Schedule of Events:

Bid Calling date 15.10.2015

Last Date / Time for Clarification request

27.10.2015, 02-00 PM

Pre-Bid Conference Date / Time 27.10.2015, 03-30 PM

Last Date / Time for Sale of document 27.10.2015, 02-00 PM

Bid Submission Date / Time 31.10.2015, 03-00 PM (Drop Box)

Bid Opening Date / Time 31.10.2015, 03-30 PM (Three parts bid)

Bid Document Fee (per zone) Rs.10,000/- DD in favour of Director, ESD, Meeseva, AP (non refundable)

ESD Contact person Asst. Secretary (Admn) 91009 79646

ESD Reference No. 90/ESD/Tech/CMC/2015

For further details regarding detailed Tender Notification, specifications please visit 1) www.apit.ap.gov.in or 2) www.ap.meeseva.gov.in or 3) www.esevaonline.ap.gov.in or 4) www.eseva.ap.gov.in portals to download the bid documents (Parts I & II) for reference. However, you have to collect the Physical Bid Document in our office to be submitted along with tender.

Solution or Service required in brief:

The Director, ESD (MeeSeva) calls for a proposal for Urban MeeSeva Centres Project from qualified, experienced, technically & financially sound and reputed Service providers on Build, Operate, Maintain & Transfer (BOMT) Model to take over Urban MeeSeva Centres from the existing Two Service Providers and, if required to build new centres in the Region allotted to the bidder for a period of 3 years from the date of signing of Contract. The project area of AP state is divided into 2 Zones (Zone I - Srikakulam, Vizianagaram, Vishakapatnam, East Godavari, West Godavari and Krishna. Zone II – Guntur, Prakasam, SPSR Nellore, Ananthapuramu, Chittoor, YSR Kadapa, Kurnool districts). Bidder can bid for Zone I or Zone II or Both. However separate bid documents should be purchased for each zone and bid should be submitted for each zone

individually with separate EMD for each zone.

mailto:[email protected]

http://www.apit.ap.gov.in/

http://www.ap.meeseva.gov.in/

http://www.esevaonline.ap.gov.in/

http://www.eseva.ap.gov.in/


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A. Introduction to Mee Seva Project

The Government of AP (GOAP) as part of its vision to provide Good Governance to its citizens, initiated steps to harness the potential of IT to provide integrated services to the citizens by deploying the tools of Information and Communication Technology (ICT) so as to enhance Quality, Transparency, Convenience, Certainty and Accountability in providing such services through the concept of a 'One-Stop-Shop' facility. One such initiative was Urban eSeva centres project which was implemented in the year 2001 as a pilot on BOOT Model and implemented successfully in all the Municipal towns of AP by 2003. The list of services presently being delivered through MeeSeva and list of Departments presently participating in MeeSeva in Districts are enclosed in annexure-I.

MeeSeva, easier, faster is an online, web based, transparent and secured citizen-centric service facility to provide convenient access to the citizens without any need for them to go to multiple Government offices for getting their work done. The certificates are issued with digital signatures of the authorized signatories in consonance with the Information Technology (Amendment) Act, 2008 and Andhra Pradesh Information Technology Rules (Electronic Service Delivery) Rules 2011. Certificates will be printed on Secured Certificate Stationery.

1. Present Environment

MeeSeva Project consists of two portals namely Central Portal (B2C services) and MeeSeva portal (G2C services). The Central portal and

MeeSeva Servers are located at AP State Data Centre (APSDC), Hyderabad at present and may be relocated as per GoAPs orders in futures. M/s e-Centric & Consortium Partners are maintaining Central Architecture application

portal (B2C) inclusive of SSDG services. The MeeSeva Portal inclusive of e-District services are maintained by M/s APOnline, M/s HP and M/s Trimax.

The present MeeSeva Centers Service Providers (M/ CMS, M/s Sreeven, M/s APOnline for Rural Areas and M/s DMC & M/s HCL for Urban Areas) function as an interface with citizen who could avail services through these

portals.

The Rural Andhra Pradesh was divided into 3 zones and 3 Service

Providers are maintaining the existing rural MeeSeva centers viz., M/s CMS, M/s APOnline and M/s Sreeven Info.

The urban Andhra Pradesh was divided into 2 zones and 2 Service

Providers are maintaining the existing urban MeeSeva centers viz.. M/s DMC and M/s HCL.

Two servers were installed at AP State Data Centre (APSDC) and one

allotted to each service provider for all processes including centre authentication to login. Hardware, System Software – Operating System, Oracle RDBMS, Tomcat, Web logic servers and Semantic Anti Virus and

other application softwares are installed and running at present.


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2. Urban Centre Infrastructure:

Urban MeeSeva centers having up to 10 counters are owned by Govt, Andhra Pradesh with the hardware and infrastructure like desktop

computers, printers, scanners, networking equipment, Aadhaar kit (IRIS & Biometric), fake currency detectors, currency counting machine, furniture &

fixtures, Air conditioners, TV / display system, Queue management system at selected places, counters and suitable manpower.

3. Connectivity through APSWAN:

- Each urban centre is connected over APSWAN from nearest port with a pool of private IPs allocated to authenticate at Service Providers

server. - Urban Franchisees are connected through internet into respective

Service Providers servers located at APSDC for primary authentication

using MAC address.

4. Services:

- G2C MeeSeva transactions are done through a single sign on authentication by the Service Providers and the transactions are

recorded at both MeeSeva Server & Service Provider’s Server. - B2C MeeSeva transactions are done through a single sign on

authentication by the Service Providers and the transactions are

recorded at both Central Portal Server & Service Provider’s Server. - District Level services like Municipal corporation / movie tickets etc

are recorded in Service Providers servers (may be migrated to Central Portal soon, to achieve any service any where model).

- Need to provide addition of new MeeSeva franchisees module also.

5. E-Taal:

- Transaction counts of G2C & B2C and local services are shared to

Central Portal and in turn to Government of India’s e-Taal portal for national level monitoring of e-Transactions.

6. Admin Setup:

One administrative officer (AO) of the rank of Deputy Tasildhar manages the urban centers of entire district. He oversees the maintenance and

running of the centers, keeps track of the amounts collected, makes payment to departments from JC pooling account and releases commission to Service Providers. AO pays IT and Service Tax also. He is the overall

custodian of the centers in the district. 7. Present Financial Flow:

- AOs are nodal officers for urban MeeSeva payments at the District level.


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- The identified banker picks up the money collected from every centre at the end of the day and deposits into Joint Collector pooling

account. - The Service Providers are depositing the money collected on a post

paid model ie. On the same/subsequent day through Cash collection agency.

- AOs operate Joint Collectors’ pooling account based on MIS reports,

process & disburse payment, commission to departments & Service Provider and also retain the ESD component locally.

- For certain services, ESD head office withdraws amount from JC

pooling account into ESD account for centralized disbursement of payment to departments.

8. Future Proposal:

- The model may continue till all the services are centralized and

effective reconciliation system in place. - After that, disbursement to department may be centralized and

disbursement could be made by ESD head office. - The existing model could be converted into a prepaid top up model

where Top up credit gets depleted while transacting and the same has

to be replenished sufficiently. (Depositing 5 days worth transactions money in advance as prepaid Top up will be ideal).


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B. Scope of the project

Director, ESD calls for proposal from qualified, experienced, financially and technically sound and reputed Service providers on Build, Operate, Maintain and Transfer (BOMT) Model for Urban MeeSeva Centres in the Zones allotted to bidder for a fixed period of 3 years from the date of signing of Contract. The project area of AP state is divided into 2 Zones (Zone I - Srikakulam, Vizianagaram, Vishakapatnam, East Godavari, West Godavari and Krishna. Zone II – Guntur, Prakasam, SPSR Nellore, Ananthapuramu, Chittoor, YSR Kadapa, Kurnool districts). Bidder can bid for Zone I or Zone II or Both. However separate bid documents should be purchased for each zone and bid should be submitted for each zone individually with separate EMD for each zone.

1. Scope in Detail

a. Provision of Integrated Citizen Services through MeeSeva Centres /

MeeSeva Urban Franchisees in conformity with the terms and conditions of

RFP / MOU.

b. Replacement, Procurement, Maintenance and Up gradation of Hardware,

Software, Network and Ancillary equipments of Urban MeeSeva Centres from

time to time so as to meet the standards of quality of existing service and

new services added as and when required as per RFP.

c. Maintenance, Repair or replacement of furniture and interior of MeeSeva

Centres and District HQ Centre from time to time.

d. Connecting to the Central Portal (B2C) / MeeSeva Portal (G2C) conforming

to architectural, performance and security requirements.

e. Connecting the participating departments through the MeeSeva Data Centre

conforming to architectural, performance and security requirements

specified in the RFP as and when required.

f. Operation and Maintenance of the centres to conform to the requirements of

RFP during the contract period.

g. Supply and meeting of expenses of Counter Operators and Shift Manager

Cum Accountant at each Centre in every shift as per RFP

h. Supply and meeting of expenses of one DEO and one office boy for the office

of Administrative Officer (AO), ESD at District HQ Centre.

i. Establishment and Payment to Urban Franchisees wherever required with

due permissions.

j. Provision of office cabin of at least 64 sft for AO at one of the centres at each

District HQ Centre equipped with, one table, three chairs, one PC, Internet

connectivity and One Laser printer. Stationary and Printer Cartridges for

printer will be the responsibility of bidder concerned. But rest of

consumables for printer if any will be the responsibility of Bidder.

k. Supply of consumables, Currency Counting machines, Fake currency

detection machines, stationery and media, and any other material required

essentially to provide the services and MIS reports for department and ESD.


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l. Meeting the cost of technical manpower, electricity, telephone, ISDN /

Internet bandwidth charges, safe drinking water, housekeeping, Courier

charges for sending documents/instruments received from citizens to

Department / Agency concerned (Service provider can collect courier charges

as fixed by ESD , Group Insurance charges and insurance of assets against

electricity short circuit, theft, burglary, fire, flood, cyclone, earth quake and

for secure transfer of Cash and Instruments from urban MeeSeva centre to

designated bank, fidelity insurance charges during the entire contract period.

However, Leased line charges for connecting MeeSeva centres with Data

Centre and Data Centre Site with Departments/Agencies will be the

responsibility of ESD. Central Portal (B2C) or MeeSeva (G2C) team will put

in effort in Integration of the existing / new applications services added by

departments from time to time relating to various departments and other

agencies with MeeSeva system. The selected bidder has to support in

integration and training their operators / franchisees subject to the same

Technical & Commercial terms.

m. Development / Integration of Front End application for accessing

Department/Private agency data base to provide services to citizens and MIS

reports to Department/Private Agencies.

n. Maintenance of all back up of data pertaining to the transaction made by the

bidder in the Urban MeeSeva Centres for future reference and reconciliation.

o. Provision of B2C services and other services as & when approved by ESD.

p. Ensuring that the provision of counter services shall conform to the Service

Level agreement and other terms and conditions as defined in the RFPs.

q. Extension of the services though new urban meeseva centres / franchisees

that the Government may decide to open during the currency of the contract

subject to same technical and commercial terms. It will be the responsibility

of Service Provider to provide all required men and material including

furniture on par with existing similar Urban MeeSeva centres. ESD will

provide only bare space and Leased line connectivity as indicated above and

rest of things will be the responsibility of Service Provider.

r. All assets including software created / maintained / upgraded by Service

Provider shall become the property of ESD on payment of nominal amount of

Rs.100/- to Service provider at the end of the contract period.

s. In case of termination of contract earlier than its normal period on any

ground, ESD at its discretion may compulsorily acquire assets created by

Service Provider including OS, RDBMS and other software. (Excluding

MeeSeva Software) at depreciated value.

t. ESD will always have complete ownership over MeeSeva software application.

u. Any other function which is essential to meet the requirements of services as

per terms and conditions of RFP. Whether a function is essential or not, that

will be decided by ESD.

v. To provide B2C / G2C services in a convenient and efficient manner through

existing Mee Seva Centres in the districts and new centres added from time

to time spread over in the districts.

w. To enhance the accountability, transparency and responsiveness to citizen's

need.


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x. To provide cost-effective methods for the services to the departments and

agencies

y. To provide efficient and real-time MIS reports (soft & hard copies) to the

departments /ESD.

z. To ensure quality and certainty of providing the services through

enforcement of a Quality parameters.

aa. To enable the government departments and agencies to focus on their

core functions and responsibilities by freeing them from the routine

operations like collection of revenues and accounting, issuing of

certificates etc, and thereby enhance the overall productivity of the

administrative machinery.

bb. MEE SEVA Project will be evaluated periodically through independent

agencies to ascertain whether these objectives are being achieved, adopting

an appropriate structured methodology.

2. Takeover of Urban MeeSeva Centers

The Selected service provider shall prepare a plan of action for smooth takeover of operation of MeeSeva from the exiting service providers. Plan of action shall be submitted by selected service provider at the time of signing of contract. The selected service provider shall work along with existing service provider for 15 days subsequent to the date of signing of contract. During this period of 15 days, no transaction charges will be payable to newly selected service provider.

3. Period for establishment

The Selected service provider shall replace / upgrade all existing hardware and other peripheral equipments upgrade OS, RDBMS and Antivirus and other softwares in use to latest versions (Versions released in India). The selected service provider has to carry out Painting to all MeeSeva Centres, Replace Sign Boards and repair or replacement of furniture on signing of contract. Bidder shall make electronic Queue Management System operational of signing on contract. The said works are to be completed as per the time schedule furnished in the tender documents.

If your firm is interested in participation, please ask the contact person for

details or visit our web sites as shown in Tender Call notice page before. A complete set of Bid documents is placed at Website for information. However, you have to obtain copy of bid document by paying Bid Document fee through DD in favour of The Director, ESD-AP payable at Hyderabad. And the purchased bids must be submitted with signature in every page of the document as a token of acceptance of terms and conditions laid in the RFPs. Bid will be accepted only from those bidders who have paid Bid document fee as indicated above. Non payment of Bid document fee will make the bid as non responsive. Bid document is not transferable.

4. Utilization of existing assets:

As per previous contract, all the assets created by existing service provider of MeeSeva stands transferred to ESD at the end of the contract. These assets on ‘as is where is’ condition will be available to new service provider till the replacement period


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indicated in the document. ESD will have no objection for replacement of existing hardware with new hardware on buy back basis. ESD will not claim any compensation for existing old hardware. Similarly Service provider can also use existing MeeSeva application software and other software being used in MeeSeva project free of charge.

5. Expected Outcome: Given that considerable public and private resources have gone into the establishment of the MEE SEVA project, it is essential to lay down a set of expected outcomes that would be witnessed and experienced in the Project. These outcomes in broad terms are:

a. The citizens should get all the services of government that are made available

electronically to MeeSeva, during indicated time periods on Government working

days and holidays but without any relation to the jurisdiction of a particular office

of a particular department or agency within a particular District.

b. The quality of service should be in accordance to the best practices in the industry

for Citizen Service.

c. It should be possible to strictly enforce MeeSeva Citizen's Charter in respect

of quality, efficiency and responsiveness in the provision of services.

d. MEE SEVA is Operated and maintained with a very high degree of focus on quality

of service delivery. The payments to the Service provider for the services delivered to

the citizens will be directly linked to quality of service delivered.


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C. Roles and Responsibilities

The following are the roles and responsibilities of GOAP, the selected Service Provider, Participating Departments and the ESD.

1. Responsibilities of ESD.

The Director, ESD will be over all in charge of MeeSeva project. It will be the duty of ESD to secure permissions required for providing the MeeSeva system with access to the databases of the associated departments as needed, in consultation with the departments. Major responsibilities of the ESD include.

a. Ensuring a close coordination with all the participating departments.

b. Releasing the timely payments towards the service charges to Service

Provider subject to release of transaction charges by the respective

departments.

c. Payment of leased line charges for connectivity between MeeSeva centres

and Data Centre and Between Data Centre and Participating

Departments/Agencies. In case of Leased lines to Private agency server,

Leased line charges will be paid by ESD if Agency Server is situated

within respective District. If such servers (Private Agency Servers) are

outside respective District, payment of leased line charges from Data

Centre to Agency server will be the responsibility of bidder. If required,

ESD will also be responsible for payment of leased line charges for

connectivity between Data Centre and DR site if DR site is within Andhra

Pradesh State. If DR site is out side Andhra Pradesh State, connectivity

charges between Data Centre and DR site will be the responsibility of

Bidder.

d. Ensuring provision of quality service by MeeSeva to Citizens. In case of

default, levying penalties on the Service Provider for default

e. Review of MIS reports and functioning of MeeSeva project for taking

corrective steps to meet the objectives of the project

f. Collecting the service charges from the participating departments

g. Identification of New Services along with Service Provider to be introduced

in the MEE SEVA project.

h. Co-ordination with govt. departments in securing fast track clearances for

connectivity between the data centre of MeeSeva and backend department

on the one hand and the data centre and the Service centres of MeeSeva

on the other hand.

i. Over all supervision of MeeSeva functioning.

j. Ensuring that the Service Provider is responsive to the need of the citizens

and putting in place appropriate grievance lodging and redressal

mechanisms for this purpose;

k. Ensuring that the departments participating in MEE SEVA comply with

their responsibilities

l. Fixing Transaction charges for newer G2C services not covered by

contract at the time of its signing.


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m. Fixing of upper limit for courier charges.

n. ESD reserves the advertisement rights in and around the Urban MeeSeva

Centre premises / meeseva receipts / sign boards etc. Income out of

advertisement will be shared between ESD and service provider.

o. Any other action deemed fit to maintain the scope of the Project.

2. Responsibilities of Service Provider

MEE SEVA Project is implemented in a Public Private Partnership (PPP) Model built on BOMT model. It is the primary responsibility of the Service Provider to run MeeSeva as per the spirit and terms and Conditions of the contract. The business model is Transaction-Based service charges payable to the service provider by the ESD on a monthly basis for the present. The following are roles and responsibilities of the Service Provider for the MEE SEVA Project:

a. Maintenance of Softwares: Maintaining, Changing, upgrading and

Developing new software application for existing as well newer services.

The service provider shall upgrade software like OS & RDBMS, Antivirus,

Firewall, Security software etc to latest version within 30 days of release of

newer version in India. Bidder shall take steps for enhancing Application

Software to meet the demand of current services and new services being

added from time to time. Maintenance and upgrading of other software’s

like OS, Database, Antivirus Security software etc from time to time to

meet the requirements of security and quality of service.

b. Procurement / Replacement and Maintenance of Hardware: Bidder

shall replace entire IT Hardware with new hardware including Currency

Note Counting machines and Fake currency detecting machines within 90

days from the date of signing agreement Maintenance and up gradation of

all components of IT hardware from time to time to meet the requirements

of quality of service and update the stock register promptly and produce on

demand.

c. Connectivity: Providing required hardware and connectivity of adequate

bandwidth from MeeSeva data centre up to Department/Private Agency

server/LAN and between MeeSeva Centre and Data Centre through most

economical and suitable technology. This could be through Leased Line, Wi

Max, OFC, or any other suitable technology along with back up

connectivity of most suitable and economical technology. However, Leased

Line service provider in such cases will be selected by ESD and the leased

line will be in the name of ESD. Payment of Leased line charges will also be

the responsibility of ESD (But in cases of connectivity to server/LAN of

Private Agencies, ESD will be responsible for charges within respective

District only. If Private agency server/LAN is situated out side respective

District, in such cases Leased line charges from Data centre to the Agency

server will also be the responsibility of Bidder). Procurement of

Modems/Routers for leased lines will be the responsibility of Bidder.

Charges for all other modes of connectivity like WiFi, ISDN, and VSAT etc

including hardware cost will be the responsibility of the service provider.

d. Protecting IT infrastructure and Data from Virus attack, unauthorized


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access/modification/deletion of data. Service provider shall be responsible

for any loss or damage suffered by ESD, Departments or Citizens due to

such causes. The bidder will also be liable legally in such an event.

e. Service provider shall be responsible for payment of all running expenses

like but not limited to Electricity, Water, Sewage, Manpower, Courier,

Postage, Telephone and Fax Communication, Consumables and Stationery

etc.

f. Provision of all types of stationery required for printing of Receipts,

Certificates, Accounts/Accounts Books and all MIS reports.

g. Provision and meeting charges thereof for Shift Manager Cum Accountant

at each Centre for supervising centre and handling of accounts/cash and

safe transfer of Financial Instruments and cash to designated bank by

every day end.

h. Denial of service to citizen is a punishable offence, hence as per ESD rules

and penalty would be imposed suitably.

i. Providing trained counter operators to MEE SEVA counters and to meet

peak hour requirements. Service Provider will be responsible for providing

required manpower for centre operation including training, supervision and

control over Counter operators. The Service Provider would be responsible for

making all payments / wages / commissions on or before 07th day of every

month positively as per the government rules issued from time to time

including all the statutory payment on account of manpower, minimum

wages as per Labour Act, PF, ESI with proof of payments. Service Provider

indemnifies ESD against any violation of Labour Laws etc in the Man Power

engaged for the centre.

j. Operation and Maintenance of Data centre at existing Central Location in

the respective district for hosting the MeeSeva applications. Data Centre

must be up graded from time to time to meet the transaction load of

MeeSeva to meet the technology requirements. Data centre to have

production server and backup server. Test server could be placed at any

one centre with in the Districts allotted to Bidder for testing applications.

This may be dispensed with change in technology up gradation.

k. Service Provider shall carry out colour wash/white wash of all MeeSeva

Centres and Data Centre within 60 days from date of signing of the

agreement and repaint once in a year to maintain good look and feel.

l. Replacement and Maintenance of MeeSeva Sign Boards in good condition

to present a nice look and feel.

m. Repair / replace the existing furniture and maintenance of Furniture in

good condition during the contract period. Maintenance of Electrical

Fittings, Tube Lights, Bulbs, Fans, Air conditioner, TV, Display units,

eQMS etc during entire contract period and updation in the register

concerned.

n. All furniture (similar in design and quality of existing furniture at existing

MeeSeva centres) required at new MeeSeva centres will be provided by

service provider.

o. The service provider shall establish a single portal for all the districts

allotted to him and maintain the Portal for providing MeeSeva services


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through Internet payment gateway and information services (MIS) through

Internet. Service provider must upgrade portal hardware, software and

internet bandwidth from time to time to meet the expectations of Citizens.

Payment of Internet bandwidth charges including leased line charges for

such Internet connection will be the responsibility of Bidder and may have

to integrate with MeeSeva / Central Portal through best technology

suitable.

p. The Service Provider has to conform to ISO 9001 & 17799 compliance

standards minimum at the Data centre, DRS and MeeSeva centres within

6 months of signing of contract. The responsibility of contracting certifying

auditors and compensation to them for regular audit will be the

responsibility of Service provider. Security audit shall be done every 12

months. Auditor selection shall be got approved from ESD.

q. Collection of money in the form of cash, cheques, DD, Debit Cards and

credit cards or Challan for selected services from the citizens at the

MeeSeva Service Centres, accounting for the same and remitting it to

the designated bank daily strictly in accordance with the procedure laid

down by ESD from time to time. Service provider has to Support cash pick

up handover on timely basis. Payment modes may vary from time to time.

r. The Service provider will be solely responsible for making good, any loss on

account of misappropriation, damage, accident, fire accident, loss, theft,

temporary misappropriation, fake currency notes/instruments or short

collection or remittance by the operators or any other members of staff

deployed by the Service Provider. Loss if any will be recovered from the

payables of service provider.

s. Provision of Watch and Ward staff to safe guard the assets of MeeSeva at

each of the MeeSeva Centre and Data Centre.

t. Installation of CC Cameras for every centre and integration with the server

at suitable location has to be carried out within 2 months of the signing of

the contract.

u. Insurance Cover: Bidder shall take adequate insurance cover for MeeSeva

assets, staff, Cash, Cash/Instruments in Transit from MeeSeva Centres to

Designated Bank and material during entire period of Contract. Insurance

cover for assets, Cash/Instruments at MeeSeva centres, Cash/Instruments

in transit from MeeSeva centre to designated bank must cover risk like

thefts, burglary, fire, flood, earth quake, accidents. Bidder is also advised

to take fidelity insurance to protect against any incident of

misappropriation by staff.

v. Provision of staff for housekeeping. Cleaning of MeeSeva premises should

be done on continuous basis during the entire shift period.

w. Provision for safe drinking water and toilet usage water for customers.

x. Provision for Help Desk for customers and for issue of Tokens.

y. Providing required copy of MIS reports and reconciliation statements on

daily basis to ESD and Department concerned. In case of discrepancy,

Service provider shall provide Signed Printed copy of MIS reports

z. When and where applicable, Daily Reconciliation of payments made

through Credit Cards with Payment gateway reports and appropriate


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action in case of discrepancy to safe guard the receipt of funds. The

Service provider will be solely responsible for making good, any loss on

account of short remittance by Payment Gateway. The service provider will

be responsible to reconcile the no. of transactions amount collected and

payments made to the departments on daily basis and submit a

consolidated report to the AO/ESD.

aa. Effecting overall coordination with all the participating agencies /

Departments to achieve successful delivery of services.

bb. Popularizing MeeSeva Project through a media plan for attracting the

attention of citizens.

cc. Service provider should ensure the correct details pertaining to the

transactions in order to avoid cancellation of such transactions for any

reason including shortage of money, otherwise penalty would be imposed

suitably.

dd. Popularizing and creating awareness among citizens to switch to Internet

based services

ee. Identification and implementation of newer B2C and G2C Services as

approved by ESD.

ff. Any other works entrusted by the GOAP/ ESD that are related to the scope

of the MEE SEVA Project.

gg. Ensure to treat the customer with utmost respect, failing which on receipt

of any complaint from anybody of such an event, heavy penalty would be

imposed.

hh. Service Provider ensure that the staff of the MeeSeva centre do not

indulge in corrupt, fraudulent or any other unethical business practices

like issue of fake documents, which would attract severe action under

applicable laws and or penalty.

ii. The service provider must open and operate escrow account with any

nationalised bank to deposit and operate the money received by way of

caution deposit from urban franchisees, who have been permitted by ESD.

jj. Maintenance of registers as prescribed by ESD from time to time.

3. Responsibilities of Departments/Agencies

a. Participating departments/Agencies shall take proactive steps in

accordance with the ESD Rules to computerize, their respective

department services by developing suitable applications and maintaining

the databases on a real-time basis and to extend service through electronic

mode only, including Mobile services.

b. Participating Departments or agency shall also undertake the maintenance

of intermediate servers if any. If required Service provider shall be

responsible to maintain connectivity up to Router level only. After Router,

responsibility to maintain hardware will be of the Department/ Agency

concerned.

c. The departments shall ensure that its servers are up and running during

the period when the counters are scheduled to operate or as per the timing

agreed between participating department and the Service Provider and


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ESD.

d. The Participating departments will co-ordinate with the selected Service

Provider for the development of MeeSeva application software for

provision of services to the citizens through the MeeSeva systems,

including the following:

Providing the business logic along with the necessary data

structures to the Service Provider, in relation to the G2C services

Providing required access to the Database(s) of the department.

Explaining the functional requirement of the MIS expected from

the MeeSeva Project.

Specifying the mode of connectivity to the departmental server(s)

where their database(s) is stored.

e. Sizing and scaling up the department's servers and/or tuning their

application software to

Meet the demand of the MeeSeva service counters to comply with the

quality standards

Ensure that the central server infrastructure of the department

is made accessible for integration with the MeeSeva system, and

that these servers are capable of supporting the transaction

volumes that arise in MeeSeva Service Centres, including the capacity

to handle the peak hour traffic on a peak day.

f. The participating departments and agencies will take all such security

measures including setting up firewalls, Intrusion Detection System (IDS)

and procedures as are required as per IT Security policy of GOAP to

prevent unauthorized access to their databases and systems.

4. Responsibilities of GOAP

As owner of the Project, the role of GOAP in the successful implementation of MeeSeva includes discharging the following responsibilities:

a. Ensuring that all the participating departments take active part, to the

extent possible, in the MEE SEVA project on non exclusive basis ;

b. Selection and identification of new locations for the establishment and

operations of the new MEE SEVA service centres. Typically, GOAP or

departments will provide built up bare space to set up new urban eseva

centre free of charge.

c. Issuance of Government Orders, wherever required, on policy issues like

- Providing services as per ESD rules.

- Acceptance of payments through the service centers and their

accounting.

- Contacting Departments and other Agencies to come into MeeSeva fold

as per ESD Rules.

- Effecting a tie-up with a Bank or financial institution to handle all the

cash transactions

- Contact GoI on need basis.

d. Creation of a mechanism for resolution of disputes that may arise between

MEE SEVA and the Service Provider.


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5. Other Roles & Responsibilities:

Roles and responsibilities not specifically defined herein or those that arise in future shall be decided and discharged on mutual agreement among the parties.


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D. Functional Requirements

MEE SEVA Project is proposed to be implemented on a BOMT Model. The basic

responsibility of providing the services in compliance with the Quality Parameters, by designing appropriate solution architecture, rests with the Service Provider selected in accordance with this RFP. In keeping with this model, only the Broad functional and technical requirements will be specified in the RFP. The Broad Functional requirements of the MEE SEVA system are:

1. MEE SEVA Architecture The Figure 1 provides the existing functional architecture of MEE SEVA Project at each District / State level.

3rd Tier3rd Tier. . . . . . . . . . . .

Departmental

Servers

S1Sn

Web Apln

Servers

….

Counter

Terminals

With

Printers

ICSC location-1 ICSC location- 18

2nd Tier2nd Tier

1st Tier1st Tier

eSeva NETWORK

( Govt.. Depart. )

( ICSC Locations )

RouterRouter

DB

Servers

….

Leased LineLeased Line

ISDNISDN

Counter

Terminals

With

Printers

Router Pool

ISDN

Leased Line

Kiosk Kiosk

Card printer

DOT Exchange

INTERNETFirewall

Leased Line

LAN-1

ISDN

LAN 2

NMS

LAN 3

C

e

n

t

r

a

l

S

i

t

eWeb

Server

Functional Architecture Details

a. Each District Head Quarter has Data Centre which connects to (SELECTED)

participating department Servers and all MeeSeva centres in that District. Each

MeeSeva centre has number of counters depending upon transaction load in

that locality. The connectivity between Data Centre and Department


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Servers/MeeSeva Centres is through leased lines and back up by ISDN lines.

b. MEE SEVA Service Centres should provide ALL the services at any of the

counters at ANY of the centres. Any Service Any where Any Counter approach.

c. Citizens should be able to access maximum number of services possible over the

Internet and also through mobile phone; (Not shown in the Figure 1 above.)

d. The MEE SEVA is the hub of the applications and transactions in the respective

district; it is possible to install any new application or enhanced version of an

existing application on the application server at the Data Centre and make

it available to all the Service Centres instantaneously.

e. The design is scalable, that the other service providers are using Data Centre

infrastructure on cost sharing basis.

f. The databases should be maintained and updated in the servers at the

respective backend departments. However, the basic data relating to citizen and

the transactions effected at MEE SEVA service centres and through MEE SEVA

portal would also be maintained at MEE SEVA Data Centre.

g. The functional architecture should permit transactions of ALL types to be

undertaken at the front-end, like bill payments, filing of applications and

returns, issue of certificates, conducting transactions involving digital

signatures etc.

h. Departments & agencies participating in MEE SEVA should be free from

designing MIS Reports and they should be able to use MeeSeva systems for their

accounting, reporting and MIS requirements.

i. The system architecture should be scalable, secure and reliable.

2. Urban MEE SEVA Centers

MEE SEVA Service Centres form the predominant front-end for the citizens accessing G2C and B2C services. Hence the MeeSeva Centre should be run in the most citizen-centric manner. The ESD will provide bare site and the Service Provider selected is responsible for the rest of all the requirements of the service centres including to setup of the network connections and electrical wiring, Furniture, Tube Lights, Bulbs and Fans etc. Subject to the above understanding, the requirements of the MEESEVA centres are described below in tune with roles and responsibilities defined below/ elsewhere in this RFP:

a. Service provider shall maintain / put in place IT hardware like PCs, Printers

along with furniture for required number of counters along with server, UPS

(At least 2 hours back up) and Generator ( Generator should support full load

of the centre) to meet the service delivery load and meet the service delivery

quality parameters. The selected Service Provider should dynamically adjust

the number of counters operated at any point of time so as to comply with the

Quality parameters.

b. Each centres should have the following amenities:

- Adequate number of powder-coated chairs for citizens to wait for their turn;

Electronic Queue Management System, that supports the following

functional requirements:

- Capacity to handle 300 transactions per hour.

- Issue of Tokens to citizens in less than 5 seconds with stamping of Number,

time and date of issue


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- Integration of Token Issue System with MeeSeva application for stamping

various activities like issue of Token, Time of Call for token, Completion of

transaction so as to measure quality parameters at each citizen transaction

level

- Integration with all the counters so as to display the token numbers and

counter numbers dynamically through a digital display system.

- One Shift Manager Cum Accountant 's Cabin ;

- One room for equipments like Server, Routers, Modems. Switch, UPS etc;

- Writing Top for filling up of forms;

- Safe drinking water and toilet usage water ;

- Coffee & Tea vending machine on charge basis;

- Well-maintained toilet facilities for gents and ladies.

- Drop box for collection of citizen feedback along with Feed Back Forms;

- Drop box for collection of Cheques

- Generator and UPS backup;

- A server of adequate capacity with adequate configuration, to connect to the

MEE SEVA / Central Portal data center.

- LAN facility connecting the Server with all the computing systems in the

service center including the token dispensing system and the EQMS.

- Suitable printer for each counter for issuing receipts and certificates.

- Suitable printer(one to one) for printing MIS reports

- Adequate parking facility;

- Bar Code Readers at each counter for reading the bar coded bills.

- One currency counting and one fake currency detector machine per centre

and additional units may be provided depending on requirement of the

center.

- One fax machine.

- Telephone facility for communication and fax

- The interiors should have uniform colour pattern to give good look and feel

as per MeeSeva guidelines.

- The Service Provider should be able to deploy staff at the centers / counters

dynamically, depending on the peak days / peak hour to meet service quality

requirements.

- Working Days: The MeeSeva centers will operate on all working days as

follows:

First Shift: 09 AM to 04 PM

i. 30% operators will report from 9.00 AM to 04.00 PM

Second Shift: 10 AM to 07PM

ii. 70% of operators will report from 10.00 AM to 07.00 PM

- Public Holidays including Sundays: MeeSeva Centre will operate in one

shift as follows:

i. One Shift: 10.00 AM to 2.00 PM

ii. 40 % of operators will report from 10.00 AM to 02.00 PM

- National Holidays: MeeSeva centers shall remain closed on National

Holidays of January 26, August 15 and October 2.

- However ESD can change the above as per Govt. guidelines and in public


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interest.

3. Citizen Services

The list of services presently being provided by the MeeSeva is given in Annexure- II and List of departments presently participating in MeeSeva is at Annexure- I .

4. Typical Bill Payment sub-system:

As bulk of the transactions relate to the payments, the following generic requirements for the 'Bills payment service' is given below. For other services also similar generic requirement will follow:

a. Bill Payment

i. The operator accepts the amount specified in the bill in full, either by cash,

cheque or DD or by credit card or the mode of payment defined by the user

dept. . A receipt is printed after committing the transaction at the backend

of the department or in MeeSeva server.

ii. The permission to reverse a receipt, in case of a wrong entry by the operator,

or insufficiency of money with the citizen or for any other sufficient and valid

reason shall rest only with the Shift Manager of the Service Centre wherever

and or whenever applicable.

b. Accounting of Receipt

i. MEE SEVA System shall be designed to provide the following accounts

- Amounts received by each operator during a shift by nature of

collection and by department to be printed at the end of each shift.

This would enable the operators to handover the amounts received by

them during the shift, to the Manager and get relieved from duty for the

shift;

- A statement of the documents received by each operator during a shift

by nature of document to be printed at the end of each shift. This

would enable the operators to handover the documents received by

them during the shift, to the Manager and get relieved from duty

for the shift;

- A statement of account for each Service Centre in a manner that

would enable the Manager to render accounts to the ESD and facilitate

remittance of the amounts to the designated bank and to transmit

the documents to the respective departments and agencies through

courier. Citizen will pay courier charges additionally.

ii. MEE SEVA system should be designed to make available on line, the financial

statements required by the departments in respect of all amounts received by

MEE SEVA on their behalf;

iii. MEE SEVA system should be designed to produce statements of accounts as

between MEE SEVA and the participating departments as also between

MEE SEVA and the Bank(s) handling the financial transactions of MEE

SEVA to enable periodic reconciliation of the amounts received and


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accounted for;

iv. MEE SEVA system should be designed to produce statements relating to

bounced cheques and Charge Back from payment gateway bank and a

mechanism

- to reverse the corresponding entries of receipt in MeeSeva Server and

also in Department database if required by department concerned

- to lock the account of the citizen for Cheque and Credit Card

transaction

- to alert the counter operator when citizen comes next time for

payment to pursue the issue with the citizen/ consumer for

realization of the amount.

5. Other sub-systems:

a. Powerful search capabilities have to be incorporated to locate customer's record in the

quickest manner.

b. The design should incorporate features to introduce Single-Sign-On in future such

that citizens can interact with MEE SEVA Service Centres and MEE SEVA Portal with

a single identity, which is valid across all departments & agencies.

c. The functional & legal requirement for introduction of Digital Signature Certificates

should be examined and applications designed to be PKI-enabled. Suitable

requirement specification should be communicated to the departments to PKI-enable

the corresponding backend applications.

d. Suitable eForms should be designed for all participating departments, preferably in

pdf format and hosted on portal for the benefit of citizens to down load such forms

free of cost.

e. The functional requirements should be parameterized to the extent possible such that

changes in the business logic, tax rates, jurisdictions etc in the backend

departments do not necessitate recoding of the MEE SEVA system.

6. Business Services

The model of MEE SEVA Project contemplates provision of B2C services also. This is to make the Service Centres more citizen-centric. While the responsibility of enrolling the G2C services would be that of GOAP and Service Provider, it is the Service Provider's

responsibility to enrol the B2C services. List of B2C services available presently at MeeSeva centres is at Annexures.

The entire responsibility for gathering the functional requirements of B2C services, development and deployment of the services rests with the Service Provider on certain cases. However, the following stipulations are to be observed while providing B2C services.

a. Any B2C service can be added to the MEE SEVA system only with the prior

permission of ESD. This is with a view to ensure that

i. services opposed to public interest are not included in MEE SEVA portfolio;

ii. inclusion of a B2C service would not adversely affect the functioning and

performance of MEE SEVA in relation to the G2C services;

iii. the security of MEE SEVA is not compromised.


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b. A revenue sharing arrangement with ESD will be implemented in respect of the

user charges / service charges levied for the B2C transactions.

c. ESD has a PPP operator to host the B2C applications and databases on separate

application servers, web servers and database servers, in the overall interests of

the MEE SEVA project.

7. Expansion of Services

Presently MeeSeva is offering 313 services of 35 departments. But eventually MeeSeva must plan to offer more G2C services of all the departments and selected B2C services at its service centres. The following stipulations will generally govern the expansion of MEE SEVA portfolio of services.

As the experience of citizen services projects elsewhere shows, the demand for MEE

SEVA services will multiply several-fold during the currency of the agreement. Additional Service Centres will have to be set up to meet with the increased volumes of transactions. It is therefore, proposed that the selected Service Provider would be responsible to establish such additional Service Centres as per the following terms.

a. The need for opening one or more additional Service Centres would be taken up

jointly by GOAP and the Service Provider observing the following norms for the

purpose

i. When the number of transactions in a centre reaches so high that it has

become difficult to comply with the Quality parameters in that centre.

ii. When there is a public demand for establishment of a Service Centre, in an

area which does not have a Centre within a distance of 2 KM.

iii. The GOAP will be responsible for identification of suitable site for the location

of the additional centre(s) and provide facilities on same scale as that for

existing centres explained somewhere else in this RFP.

iv. The selected Service Provider shall establish all the hardware, furniture,

networking etc required for the Service Centre and as specified in this RFP

somewhere else within a period of 30 days of GOAP handing over the prepared

site.

The Service Provider shall provide services to the citizens on the same terms and

conditions as that for existing centres.

The service provider may be permitted to establish single counter franchisees

owned by an individual adhering to the procedures of District eGovernance Society (DeGS) under the Chairmanship of The District Collector. Such centres would be owned and operated by the franchisee operator. The commission payable to the franchisee, the amount of caution deposit to be collected would be finalised by ESD.

8. Service Quality Parameters

MEE SEVA is a Service Delivery Project. Efficiency in the delivery of services is the essence of the Project. In order to regulate the relationships of the Service Providers, viz GOAP, PPP Service Provider selected, participating departments and MEE SEVA organization, it is necessary to put in place, a set of Service Level Agreements or MOU. Model MOU between Service Provider, Department and ESD is at Annexure.


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9. Transaction Volumes

The transaction volumes are most critical factor in arriving at the economically viable transaction charges for different services. The actual transactions from April 2014 to March 2015 are at Annexure-III. However ESD does not guarantee same level of volumes in future years for any service. Service Provider has to make his own estimate for the volume of transaction under different services to quote his bid. Some of the factors affecting volume of transactions, but not limited to, could be:

a. The number of customers under each of the presently participating departments;

b. New Departments and new services joining MeeSeva

c. Annual growth rates of the number of consumers;

d. Availability of alternative channels for availing the same service;

e. Frequency of interaction of citizens for availing the service monthly, quarterly,

annual etc.

f. Extent of value proposition offered by the Service Provider to attract the consumers

to MEE SEVA Centres/ Portal.

GOAP will not provide any guarantee, commitment or estimate of the number of

transactions possible in the MEE SEVA project either for the purpose of sizing of the hardware, networking or for any other technical purposes, nor for the purpose of quotation of transaction rate for the commercial bid. The bidders will have to make their own assessment on the business opportunities and growth possibilities.

The Government of Andhra Pradesh may provide the services through different channels to the citizens like Mobile apps , Online etc., for the citizen convenience . The same cannot be questioned by the bidder if the transactions decreased. The ESD may increase or decrease/club the no. of. Services as per necessity or Government decision.

10. Transaction Charges

Transaction charges for every transaction like G2C, B2C, G2G or G2B etc. (MeeSeva (or) Central Portal, CET or other seasonal services) would be fixed by Departments concerned or by Director ESD. The revenue sharing pattern as applicable would be effected from time to time by appropriating APSDC Infra Cost, Dept. Share, MeeSeva Certificate Stationery cost, courier charges if any and the rest would be shared between the ESD and Service Provider (Ratio for ESD:SP quoted by this tender). The statutory charges like Service Tax, Income Tax as applicable etc. would be applied appropriately either within or additionally into the transaction charges. Transaction charge is liable to change as per the user departments directions and service providers do not have any right on this.

E. Technical Requirements of MeeSeva System

Present Technical Architecture of Mee Seva is at Annexures-IV a & b.

However, RFP suggests the Service Provider must ensure that certain critical requirements like Security, SOA, Data Centre,


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DRS and Networking are adequately met, in view of the huge legal responsibility in providing secure and efficient services to the citizens.


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F. Operational Requirements

1. Requirement to comply with MOUs

The primary objective is to provide quality services to the citizens. In order to ensure that all the stakeholders discharge their roles and responsibilities in an agreed manner to achieve the common goal, a set of MOUs are proposed to be entered between ESD and Service Provider and Department. Payment for services rendered will be linked to quality of service rendered. The technical, functional and operational requirements are specified in the document just for the benefit of Bidder to understand the dimensions of the MEE SEVA project.

2. Business Function & Performance

The following requirements are to be met for a successful business function and performance of MEE SEVA Project.

a. MEE SEVA Centres shall be one-stop-shops for all G2C and B2C services. b. MEE SEVA should establish an image for itself as a Service Provider that cares

for citizen’s needs of service requirements. c. Speed of delivery, effectiveness and courtesy should be the watchwords of MEE

SEVA centres. This should be reflected in the actions, conduct and behaviour of all the personnel associated with MEE SEVA – operators / Franchisees and personnel employed by the service provider.

d. The amounts collected from the citizens shall be accounted accurately at all times;

e. MEE SEVA should strive continuously to improve upon the current processes by the Service Provider and the staff of ESD;

3. Time Schedule Service Provider shall provide plan of action for such implementation within 15 days of signing of contract for fulfilling the responsibilities while taking over the MeeSeva centres.

4. Operations & Maintenance The Service Provider shall be responsible for the overall management of the urban MEE SEVA centres, and the applications running on them and all other services ancillary to these facilities. The responsibilities include the following but not limited. The Maintenance, Upkeep and Physical Security of the all the digital and physical assets of MEE SEVA shall be the responsibility of the Service Provider. These include:

a. Preventive maintenance, carrying out the necessary repairs and replacement of parts wherever needed to keep the performance levels of the hardware and equipment in tune with the requirements of quality of service. Such preventive maintenance shall not be attended during working hours of the MEE SEVA sites. Software maintenance is the responsibility of service provider.

b. Reactive maintenance that is intended to troubleshoot the system, be it at the data centre or at the Service Centres, with rapid action teams positioned at key places


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5. System Support The minimum Systems Support functionalities to be provided by the Service Provider include the following:

a. Daily Backup of data, information, system logs, database logs etc. b. Installation and Reload Support on Desktop OS. c. Installation and Reload Support for Server OS d. Installation and Reload Support for Application software and integration with

Central Portal / MeeSeva services. e. Rectification of system software problems due to crashing or malfunctioning of

the OS, RDBMS or front end, within the time limits prescribed in the SLA. f. Installation of upgrades of system software namely, OS, RDBMS, and front end. g. Guarding the systems against virus infections using the latest anti-virus Tools. h. Firewall, IDS and IDP configuration and management i. Entire Hardware shall be replaced with in 6 months from the date of signing of

contract. OS, RDBMS, Anti Virus, Fire Wall should be upgraded within 30 days of release of new version in India. Software maintenance is responsibility of service provider.

j. Asset Management for Physical and digital security. k. Portal maintenance with necessary MIS reports for the support of ESD pertaining

to these centres

6. System Administration This includes the design of an appropriate System Administration policy with precise definition of duties and adequate segregation of responsibilities, obtaining the approval for the same from the ESD. System Administration includes the following activities:

a. Security Policy administration b. Creation of Users & administering User IDs for MEE SEVA Officers, MEE SEVA

operators / franchisees and authorized employees of Departments participating in MEE SEVA.

c. Creation and maintenance of Groups as needed. d. User level helps in logging on to the domains, Network and other resources. e. Helping Users to use common resources on Network etc. f. Change & Configuration Management g. Backup, restore and archival functions h. Performance tuning of the system as may be needed to comply with SLA

requirements on a continuous basis.

7. Network Administration Design of Network Administration Policy and getting it approved from the ESD for effective and efficient management of Network resources. Network Administration, consists broadly of the following activities: a. Network Security Policy administration. b. Creation of Network Users & administering User IDs for MEE SEVA Officers,

MEE SEVA operators / franchisees and MEE SEVA participating Departments. c. Administering IP addresses d. Creation of VLANs as required for effective network management. e. User level help in logging on to the Network and other related activities. f. Helping Users to use common resources on Network. g. Network Traffic analysis and performance tuning.


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h. Continuous monitoring & management of network during the working hours & restoration of breakdown within prescribed time limits.

8. Productivity The efficiency and image of MEE SEVA system depends substantially on the efficiency of the operators who man the counters at the MEE SEVA Centers. It is in the interest of MEE SEVA Project, and therefore of all the stakeholders that every effort is made to enhance their efficiency to optimum levels. The following guidelines are provided in this regard.

a. The Service Provider shall exercise due care and caution while selecting the operators with the right skill sets with suitable qualification.

b. The Service Provider shall impart necessary continual training and orientation to the operators so that they are all at acceptable levels of efficiency to begin with.

c. The Service Provider shall also impart necessary in-service training, of duration of at least one day to all the operators, once in a period of 6 months.

d. The operator may run a scheme of productivity-linked incentives to the counter operators, in consultation with the ESD. The cost of such a scheme shall be borne by the Service Provider.

e. The ESD may prescribe suitable norms on efficiency of the counter-operators. In case a counter operator fails to achieve the efficiency norms consistently, the ESD may advise the Service Provider to take suitable steps to replace such operator.

9. Quality Standards The Service Quality Standards for delivering service to citizens will be as indicated in this document.

10. Manpower Deployment

a. The manpower shall be deployed by the Service Provider at all the Service Centres, as per the agreement.

b. Minimum education qualification of the operator shall be a pass in 12th Standard. c. The candidate should be fluent in Telugu and could be manage in English & Hindi. d. The attendance registers will be maintained by the Service Provider at the MEE

SEVA Centres. e. Service Provider shall be responsible for any loss, fake currency notes, or

mishandling of cash/instruments/documents by any operator.

f. The Operators will handover cash/instruments/documents to MEE SEVA Service Centre Shift Manager Cum Accountant at the end of each shift before he is relieved from his duty

g. The Service Provider shall be responsible for payment of statutory contributions like Insurance, ESI & PPF etc to be payable by the employer.

h. The person attending to duty shall come in uniform as may be suggested by ESD

11. Deliverables The primary deliverable of the Service Provider in the MEE SEVA Project is quality services to the citizens conforming to the Quality requirements.

The Service Provider has to deliver the following to ESD as part of an assurance to full fill the obligations.


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a. Project Plan including manpower deployment. b. Complete Documentation of application developed with source code from time to

time. Source code will remain exclusive property of ESD c. IPR of software developed will be solely with ESD d. Bill of material for entire project e. Service Provider has to handover all assets created by it during project period

including software application developed in working conditions at a Token amount of Rs.100/- while exiting from the contract.

12. Project Management MEE SEVA Project is a multi-departmental, multi-location initiative. Its implementation is complex and can go out of control unless all the stake holders, especially the Service Provider designs and implements a comprehensive and effective project management methodology. The following requirements are therefore prescribed in this regard:

13. Work Program The Service Provider should design a detailed Project Plan which should include the following components:

a. Project Organization and Management Plan. b. Implementation Plan c. Training Plan, Methodology and Training Details. d. Change Management Plan. e. Any other relevant items related to the Project

14. Reports The Service Provider shall submit to The Director, ESD the following reports:

a. Monthly progress reports, summarizing: i. results accomplished during the period; ii. cumulative deviations to date from schedule of progress on milestones agreed

and finalized iii. corrective actions to be taken to return to planned schedule of progress; iv. proposed revisions to planned schedule; v. other issues and outstanding problems, and actions proposed to be taken; vi. Monthly log of service calls and problem resolutions

b. Daily and Monthly MIS reports on transactions i. Provision of portal and access for timely monitoring of transactions and

performance. ii. Reconciliation report regarding no. of transactions, amounts and payments.

15. Training Training is an important activity for the successful implementation of any project. To make MEE SEVA project a success, the following training programs are to be arranged by the Service Provider from time to time.

a. Operator Training The bidder must impart training to all the MEE SEVA operators, so that they

are aware of all the operations of the MEE SEVA software ensuring smooth running of MEE SEVA Software implementation at the selected sites. The Service Provider shall also be responsible for retraining the counter operators whenever changes are made in the software and it is the responsibility of the Service Provider to ensure that


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the operators are familiar with new versions of MEE SEVA Software and its allied services. b. Online training, webcasting, Mana TV or any other trainings schedule by ESD to

be attended to.

16. Supply of Consumables The Service Provider shall be responsible for ALL the consumables required for the operation of MeeSeva centres.

17. Roles of Service Provider, ESD and Department The MOU will specify the roles to be played by each partner in providing quality services to the citizens as per terms and conditions of RFP. All the departments participating in

the MEE SEVA project shall also enter into an MOU with ESD and Service Provider to ensure that the commitment to the citizen in terms of service fulfilment is met. .

18. ACCEPTANCE TESTING & CERTIFICATION

Testing and certification by a third party for software, hardware, networking and security: A detailed Acceptance Test Plan (ATP) should be submitted by Service Provider to be reviewed by The Director ESD. ESD will undertake an exercise of Accept Testing of MEE SEVA systems by itself and or through third party, as soon as the Service Provider declares the MEE SEVA system is ready for the exercise as applicable.


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G. ANNEXURES


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Annexure I – Departments

S.No List of Departments offering B2C Services

1 AirTel

2 AirTel Land Line

3 AP Housing Board

4 AP State Open School Society

5 APSCHE

6 Board of Intermediate Education

7 BSNL Service

8 Cherukuri IT returns

9 Department of Commercial Taxes

10 Director Of Municipal Administration

11 Directorate of Muncipal Administration of Birth and Death

12 Durga Temple Services

13 Eastern Power Distribution Company Ltd(EPDCL)

14 Election Card

15 FOREST

16 IDEA Cellular Limited

17 Miscellaneous Services

18 Police Department

19 Recruitment Fee Payments(CGG)

20 Regional Transport Authority

21 SCBR

22 School Fees

23 Shivas List

24 Southern Power Distribution Company Ltd

25 State Service Delivery Gateway

26 Tata Tele Services Ltd

27 The Krishna Dist Milk Producers Coop Ltd

28 Vodafone

29 Western Union(Money Transfer)


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S.No List of Departments offering G2C Services

1 AAROGYASRI

2 AGRICULTURE

3 APMIP

4 CIVIL SUPPLIES

5 COLLEGIATE EDUCATION

6 DEPARTMENT OF CO-OPERATION

7 DIRECTORATE OF MEDICAL EDUCATION

8 DRUGS CONTROL

9 EDUCATION

10 ELECTION

11 ENDOWMENT

12 EPDCL

13 FACTORY

14 FISHERIES

15 HEALTH CARE

16 INDUSTRIES & COMMERCE

17 INTERMEDIATE EDUCATION

18 ITE&C

19 LABOUR

20 LEGAL METROLOGY

21 MINES AND GEOLOGY

22 MINORITY WELFARE

23 MUNICIPAL ADMINISTRATION

24 POLICE

25 REGISTRATION and STAMPS

26 REVENUE

27 RTA

28 RURAL DEVELOPMENT

29 SCHOOL EDUCATION

30 SOCIAL WELFARE DEPARTMENT

31 SPDCL

32 SSLR

33 TECHNICAL EDUCATION

34 UIDAI

35 WOMEN AND CHILD WELFARE


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Annexure II-List of Services (G2C and B2C) presently being provided by MeeSeva

List of G2CServices

S.No Dept S.No

Department

Service Name

1 1 AAROGYASRI AAROGYASRI EMPLOYEE HEALTH CARD

2 1 AGRICULTURE APPLICATION RESUBMISSION

3 2 AGRICULTURE CROP INSURANCE

4 3 AGRICULTURE FARM MECHANIZATION

5 4 AGRICULTURE FARM MECHANIZATION (FY 2015-2016)

6 5 AGRICULTURE MANUFACTURING NEW

7 6 AGRICULTURE MANUFACTURING ADDITION OF FERTILIZERS

8 7 AGRICULTURE MANUFACTURING ADDRESS DETAILS CHANGE

9 8 AGRICULTURE MANUFACTURING CHEMIST DETAILS CHANGE

10 9 AGRICULTURE MANUFACTURING DUPLICATE

11 10 AGRICULTURE MANUFACTURING GODOWN DELETION

12 11 AGRICULTURE MANUFACTURING GODOWN INCLUSION

13 12 AGRICULTURE MANUFACTURING NAME CHANGE

14 13 AGRICULTURE MANUFACTURING RENEWAL

15 14 AGRICULTURE MANUFACTURING RESPONSIBLE PERSON DETAILS CHANGE

16 15 AGRICULTURE RETAIL DEALER CHANGE OF FIRM NAME

17 16 AGRICULTURE RETAIL DEALER FORM O INCLUSION

18 17 AGRICULTURE RETAIL DEALER GODOWN DELETION

19 18 AGRICULTURE RETAIL DEALER GODOWN INCLUSION

20 19 AGRICULTURE RETAIL DEALER INCLUSION OF IMPORTED PRODUCTS

21 20 AGRICULTURE RETAIL DEALER RESPONSIBLE PERSON DETAILS CHANGE

22 21 AGRICULTURE RETAIL DEALER SALE POINT ADDRESS CHANGE

23 22 AGRICULTURE RETAIL DEALER DUPLICATE

24 23 AGRICULTURE RETAIL DEALER NEW

25 24 AGRICULTURE RETAIL DEALER RENEWAL

26 25 AGRICULTURE SUBSIDISED SEED DISTRIBUTION

27 26 AGRICULTURE WHOLESALE DEALER CHANGE OF FIRM NAME

28 27 AGRICULTURE WHOLESALE DEALER DUPLICATE

29 28 AGRICULTURE WHOLESALE DEALER FORM O INCLUSION

30 29 AGRICULTURE WHOLESALE DEALER GODOWN DELETION

31 30 AGRICULTURE WHOLESALE DEALER GODOWN INCLUSION

32 31 AGRICULTURE WHOLESALE DEALER INCLUSION OF IMPORTED PRODUCTS

33 32 AGRICULTURE WHOLESALE DEALER RENEWAL


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34 33 AGRICULTURE WHOLESALE DEALER RESPONSIBLE PERSON DETAILS CHANGE

35 34 AGRICULTURE WHOLESALE DEALER SALE POINT ADDRESS CHANGE

36 35 AGRICULTURE WHOLESLAE DEALER NEW

37 1 APMIP MIP FARMER REGISTRATION

38 1 CIVIL SUPPLIES CONVERSION OF WHITE CARD TO PINK CARD

39 2 CIVIL SUPPLIES DELETION OF MEMBER IN RATION CARD

40 3 CIVIL SUPPLIES FAIR PRICE SHOP RENEWAL

41 4 CIVIL SUPPLIES HOUSEHOLD HEAD MODIFICATIONS

42 5 CIVIL SUPPLIES ISSUE OF NEW RATION CARD (PINK)

43 6 CIVIL SUPPLIES NEW GAS CONNECTION APPLICATION

44 7 CIVIL SUPPLIES PRINT RATION CARD

45 8 CIVIL SUPPLIES RATION CARD DATA CORRECTIONS

46 9 CIVIL SUPPLIES RATION CARD MEMBER ADDITION(BIRTH)

47 10 CIVIL SUPPLIES RATION CARD MEMBER MIGRATION

48 11 CIVIL SUPPLIES RATION CARD MISSING DETAILS IN DATABASE

49 12 CIVIL SUPPLIES RATION CARD MODIFICATIONS (EPDS INTEGRATION)

50 13 CIVIL SUPPLIES RATION CARD TRANSFER

51 14 CIVIL SUPPLIES SURRENDER OF RATION CARD

52 1 COLLEGIATE EDUCATION

APPLICATION FOR ADMISSION INTO COLLEGES

53 2 COLLEGIATE EDUCATION BONAFIDE CERTIFICATE

54 3 COLLEGIATE EDUCATION CONDUCT CERTIFICATE

55 4 COLLEGIATE EDUCATION TRANSFER CERTIFICATE

56 1 DEPARTMENT OF CO-OPERATION AMENDMENT OF BYE LAWS

57 2 DEPARTMENT OF CO-OPERATION CO OPERATIVE SOCIETY REGISTRATION

58 3 DEPARTMENT OF CO-OPERATION

CONVERSION OF REGISTERED COOPERATIVE SOCIETY TO 1995 ACTS

59 4 DEPARTMENT OF CO-OPERATION ISSUANCE OF REGISTRATION CERTIFICATE

60 5 DEPARTMENT OF CO-OPERATION ISSUE OF CERTIFIED COPY OF BYE LAW

61 1

DIRECTORATE OF MEDICAL EDUCATION

GENERAL NURSING AND MIDWIFERY ISSUE OF MARK MEMO (I/II/III YR.)

62 2

DIRECTORATE OF MEDICAL EDUCATION ISSUE OF DIPLOMA CERTIFICATE


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63 3

DIRECTORATE OF MEDICAL EDUCATION ISSUE OF DUPLICATE MARKS MEMO

64 4

DIRECTORATE OF MEDICAL EDUCATION MARKS MEMO FOR INTERNSHIP

65 5

DIRECTORATE OF MEDICAL EDUCATION RECOUNTING /RE-VERIFICATION OF MARKS

66 1 DRUGS CONTROL

GRANT OF LICENSE FOR RETAIL & WHOLESALE MEDICAL SHOPS

67 2 DRUGS CONTROL

PROCESSING OF APPLICATIONS FOR CHANGES IN EXISTING LICENSES

68 3 DRUGS CONTROL

RENEWAL OF LICENSES FOR RETAIL & WHOLESALE MEDICAL SHOPS

69 1 EDUCATION APPLICATION FOR AGE CERTIFICATE

70 2 EDUCATION APPLICATION FOR DUPLICATE MEMORANDUM OF MARKS

71 3 EDUCATION APPLICATION FOR MIGRATION CERTIFICATE

72 4 EDUCATION APPLICATION FOR RE-COUNTING OF MARKS

73 1 ELECTION APPLICATION FOR CHANGE OF DETAILS (FORM -8)

74 2 ELECTION APPLICATION FOR OBJECTION/ DELETION OF NAME IN THE ELECTORAL ROLL ( FORM -7)

75 3 ELECTION APPLICATION FOR TRANSPOSITION(FORM-8A)

76 4 ELECTION EPIC AADHAAR SEEDING APPLICATION

77 5 ELECTION EPIC CARD (PVC) - ISSUANCE OF VOTER ID

78 6 ELECTION INCLUSION OF NAME IN THE ELECTORAL ROLLS (FORM-6)

79 7 ELECTION ISSUE OF EPIC CARD

80 1 ENDOWMENT SRI DURGA MALLESWARA SEVA TICKET BOOKING

81 2 ENDOWMENT

SRI VARAHA LAKSHMI NARASIMHA

S.D.,SIMHACHALAM,VISAKHAPATNAM

82 3 ENDOWMENT

SRI VARAHA LAKSHMI NARASIMHA S.D.,SIMHACHALAM,VISAKHAPATNAM ROOM BOOKING

83 4 ENDOWMENT SRI VEERA VENKATA SATYANARAYANA S.D.ANNAVARAM, E.GODAVARI DT

84 5 ENDOWMENT SRI VEERA VENKATA SATYANARAYANA SWAMY ROOM BOOKING

85 6 ENDOWMENT

SRI VENKATESWARA SWAMY SEVA TICKET BOOKING (DWARAKA TIRUMALA,WEST GODAVARI)

86 7 ENDOWMENT SRI VENKATESWARA SWAMY TEMPLE ROOM BOOKING (DWARAKA TIRUMALA, W.G)


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87 1 EPDCL CATEGORY CHANGE - EPDCL

88 2 EPDCL LOAD CHANGE- EPDCL

89 3 EPDCL NAME CHANGE -EPDCL

90 4 EPDCL NEW CONNECTION - 6A – STREET LIGHTS - EPDCL

91 5 EPDCL NEW CONNECTION - 6B – PUBLIC WATER WORKS -EPDCL

92 6 EPDCL NEW CONNECTION - GENERAL PURPOSE - EPDCL

93 7 EPDCL

NEW CONNECTION - RELIGIOUS PLACES (TEMPLES, CHURCH, MOSQUE, GOVT.SCHOOLS ETC.) - EPDCL

94 8 EPDCL NEW CONNECTION COMMERCIAL -EPDCL

95 9 EPDCL NEW CONNECTION COMMERCIAL-HOARDINGS-EPDCL

96 10 EPDCL NEW CONNECTION DOMESTIC -EPDCL

97 1 FACTORY AMENDMENTS IN MAN POWER /HORSE POWER

98 2 FACTORY ANNUAL FEE PAYMENT

99 3 FACTORY ANNUAL RETURNS

100 4 FACTORY CHANGE OF MANAGER/OCCUPIER

101 5 FACTORY REVISED PLAN APPROVAL APPLICATION

102 1 FISHERIES A. PROVISIONAL APPLICATION FOR FRESH WATER AQUACULTURE FARM REGISTRATION

103 2 FISHERIES B. FINAL REGISTRATION OF NEW FRESH WATER AQUACULTURE FARM

104 3 FISHERIES COMPLIANCE FORM FOR LICENSE APPLICATION

105 4 FISHERIES EXISTING FRESH WATER AQUACULTURE FARM APPLICATION

106 5 FISHERIES RENEWAL OF LICENSE APPLICATION

107 1 HEALTH CARE FEE PAYMENT FOR RECRUITMENT OF ASST. PROFESSORS

108 2 HEALTH CARE PERMISSION FOR SCANNING CENTER

109 1 INDUSTRIES & COMMERCE CLEANER PRODUCTION MEASURES

110 2 INDUSTRIES & COMMERCE INVESTMENT SUBSIDY

111 3 INDUSTRIES & COMMERCE ISO/BIS CERTIFICATION

112 4 INDUSTRIES & COMMERCE PAVALA VADDI

113 5 INDUSTRIES & COMMERCE POWER COST REIMBURSEMENT

114 6 INDUSTRIES & COMMERCE SALES TAX REIMBURSEMENT


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115 7 INDUSTRIES & COMMERCE SKILLS UPGRADATION

116 8 INDUSTRIES & COMMERCE

STAMP DUTY/LAND COST/LAND CONVERSION CHARGES/MORTGAGE DUTY

117 1 INTERMEDIATE EDUCATION DUPLICATE MARKS MEMO

118 2 INTERMEDIATE EDUCATION MIGRATION CERTIFICATE

119 3 INTERMEDIATE EDUCATION RECOUNTING/RE-VERIFICATION OF MARKS

120 4 INTERMEDIATE EDUCATION

RECOUNTING/RE-VERIFICATION OF MARKS(INTERMEDIATE EDUCATION)

121 1 ITC 100%/50% STAMP DUTY REFUND

122 2 ITC 25% POWER SUBSIDY

123 3 ITC 50% EXHIBITION RENTAL REFUND

124 4 ITC ALLOTMENT OF LAND

125 5 ITC CONVERSION TO INDUSTRIAL POWER TARIFF

126 6 ITC DECLARATION OF IT PARK STATUS

127 7 ITC ITC POLICY 14-20 SANCTION OF INCENTIVES APPLICATION

128 8 ITC RECRUITMENT ASSISTANCE

129 9 ITC REIMBURSEMENT OF PATENT FILING COST

130 10 ITC REIMBURSEMENT OF QUALITY CERTIFICATION EXPENDITURE

131 11 ITC SPECIFIC INCENTIVES FOR SC/ST/WOMEN ENTREPRENEURS

132 12 ITC TIER II/III LOCATION ANCHOR COMPANY INCENTIVE

133 1 LABOUR

APPLICATION FOR INTEGRATED REGISTRATION OF ESTABLISHMENT UNDER LABOUR LAWS

134 2 LABOUR APPLICATION FOR REGISTRATION OF SHOP / ESTABLISHMENT

135 3 LABOUR APPLICATION FOR REGISTRATION/RENEWAL OF SHOP/ESTABLISHMENT

136 4 LABOUR APPLICATION FOR RENEWAL OF REGISTRATION CERTIFICATE

137 5 LABOUR REGISTRATION /RENEWAL OF CONTRACTORS LICENSE

138 6 LABOUR REGISTRATION FOR UNORGANISED WORKER/TRANSPORT DRIVER

139 1 LEGAL METROLOGY ALTERATION IN MANUFACTURING LICENCE

140 2 LEGAL METROLOGY

ALTERATION IN REGISTRATION OF MANUFACTURER/PACKER


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141 3 LEGAL METROLOGY ALTERATION IN REPAIRING LICENCE

142 4 LEGAL METROLOGY ALTERATION OF LICENSES


APPEAL AGAINST THE ORDER OF INSPECTOR/ASST CONTROLLER/DEPUTY CONTROLLER


APPEAL TO GOVT AGAINST ORDER OF CONTROLLER


APPLICATION FOR GRANT/RENEWAL OF DEALER LICENSE


APPLICATION FOR GRANT/RENEWAL OF MANUFACTURING LICENSE


APPLICATION FOR GRANT/RENEWAL OF REPAIRING LICENSE

148 10 LEGAL METROLOGY CONDUCT TEST OF FRESH SAMPLES

149 11 LEGAL METROLOGY DUPLICATE VERIFICATION OF LICENSE

150 12 LEGAL METROLOGY ISSUE OF DUPLICATE LICENSES


REGISTRATION AS MANUFACTURER/PACKER/IMPORTER

152 14 LEGAL METROLOGY SKILLED WORKER CERTIFICATE

153 1 MINES AND GEOLOGY ANNUAL FEE PAYMENT FOR LEASE

154 2 MINES AND GEOLOGY GENERATETRANSIT FORMS

155 3 MINES AND GEOLOGY GRANITE QUARRY LEASE

156 4 MINES AND GEOLOGY MARBLE QUARRY LEASE

157 5 MINES AND GEOLOGY MINERAL DEALER LICENSE

158 6 MINES AND GEOLOGY MINING LEASE

159 7 MINES AND GEOLOGY OTHER QUARRY LEASE

160 8 MINES AND GEOLOGY PROSPECTING LICENSE

161 9 MINES AND GEOLOGY RECONNAISSANCE PERMIT

162 10 MINES AND GEOLOGY REQUEST FOR MINERAL PERMIT


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163 11 MINES AND GEOLOGY UPDATE DISPATCH DETAILS

164 12 MINES AND GEOLOGY UPDATE PRODUCTION DISPATCH

165 1 MINORITY WELFARE

C C OF PROCEEDINGS REGARDING APPOINTMENT OF MANAGEMENT COMMITTEES


C C OF PROCEEDINGS REGARDING APPOINTMENT OF MUTHAWALLIES


C C OF MUNTAKHABS, REGISTERED U/S.36 OF WAQF ACT 1995


C C OF SERVICE RENDERING CERTIFICATES FOR CASH GRANTS

169 5 MINORITY WELFARE ISSUE OF MARRIAGE LICENSE TO PASTORS

170 6 MINORITY WELFARE MINORITY STATUS CERTIFICATE

171 1 MUNICIPAL ADMINISTRATION APPLICATION FOR FEE PAYMENT

172 2 MUNICIPAL ADMINISTRATION APPLYING FOR TRADE LICENSE

173 3 MUNICIPAL ADMINISTRATION BIRTH CERTIFICATE - CDMA

174 4 MUNICIPAL ADMINISTRATION BUILDING PENALIZATION SCHEME

175 5 MUNICIPAL ADMINISTRATION BUILDING PERMISSIONS

176 6 MUNICIPAL ADMINISTRATION CHILD NAME INCLUSION - CDMA

177 7 MUNICIPAL ADMINISTRATION CORRECTIONS IN BIRTH CERTIFICATE - CDMA

178 8 MUNICIPAL ADMINISTRATION

CORRECTIONS IN DEATH CERTIFICATE - CDMA

179 9

MUNICIPAL

ADMINISTRATION DEATH CERTIFICATE - CDMA

180 10 MUNICIPAL ADMINISTRATION EXEMPTION REQUEST

181 11 MUNICIPAL ADMINISTRATION NEW ASSESSMENT REQUEST


NON AVAILABILITY BIRTH APPLICATION - CDMA


NON AVAILABILITY DEATH APPLICATION - CDMA

184 14 MUNICIPAL ADMINISTRATION PERMISSION FOR WATER CONNECTIONS


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185 15 MUNICIPAL ADMINISTRATION SUB-DIVISION REQUEST

186 16 MUNICIPAL ADMINISTRATION TRANSFER OF TITLE DEEDS

187 17 MUNICIPAL ADMINISTRATION VACANCY REMISSION

188 1 POLICE FRESH LICENSES / RENEWAL - POLICE

189 2 POLICE ISSUANCE OF CERTIFICATES - POLICE

190 3 POLICE MISSING / LOST DOCUMENTS / ARTICLES - POLICE

191 4 POLICE PERMISSION FOR EVENT BANDHOBUST - POLICE

192 1 REGISTRATION and STAMPS AMENDMENT OF SOCIETY

193 2 REGISTRATION and STAMPS CERTIFIED COPY OF BYE LAW OF SOCIETIES

194 3 REGISTRATION and STAMPS CERTIFIED COPY OF FIRM REGISTRATION

195 4 REGISTRATION and STAMPS

CERTIFIED COPY OF REGISTRATION DOCUMENT

196 5 REGISTRATION and STAMPS CERTIFIED COPY OF SOCIETY REGISTRATION

197 6 REGISTRATION and STAMPS CHANGE IN CONSTITUTION FIRM

198 7 REGISTRATION and STAMPS ENCUMBRANCE CERTIFICATE

199 8 REGISTRATION and STAMPS FIRM NAME CHANGE

200 9 REGISTRATION and STAMPS HINDU MARRIAGE CERTIFICATE


PRE-REGISTRATION - DATA ENTRY AND SLOT BOOKING


PRE-REGISTRATION - DATA ENTRY AND SLOT BOOKING(AGRICULTURE)


PRE-REGISTRATION - DATA ENTRY AND SLOT BOOKING(FLAT)


PRE-REGISTRATION - DATA ENTRY AND SLOT BOOKING(PLOT)

205 14 REGISTRATION and STAMPS REGISTRATION OF FIRMS

206 15 REGISTRATION and STAMPS REGISTRATION OF SOCIETY

207 16 REGISTRATION and STAMPS SLOT BOOKING FOR REGISTRATION

208 17 REGISTRATION and STAMPS SUBMISSION OF APPEAL


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209 1 REVENUE AGRICULTURAL LAND VALUE APPLICATION

210 2 REVENUE AGRICULTURE INCOME CERTIFICATE

211 3 REVENUE APATHBANDHU SCHEME

212 4 REVENUE APPEALS ON DEMARCATION

213 5 REVENUE CC OF ROM

214 6 REVENUE CERTIFIED COPIES ISSUED BY RDO

215 7 REVENUE CERTIFIED COPIES OF TSLR

216 8 REVENUE CERTIFIED COPIES OF PANCHANAMA

217 9 REVENUE CHANGE OF NAME APPLICATION

218 10 REVENUE COMPUTERIZED ADANGAL

219 11 REVENUE CORRECTIONS IN CURRENT ADANGAL

220 12 REVENUE CRACKERS LICENSE FOR DIWALI

221 13 REVENUE DUPLICATE COPY OF CERTIFICATE - INCOME

222 14 REVENUE DUPLICATE COPY OF CERTIFICATE - INTEGRATED

223 15 REVENUE DUPLICATE COPY OF CERTIFICATE - RESIDENCE

224 16 REVENUE EBC CERTIFICATE

225 17 REVENUE EPASBOOK-REPLACEMENT

226 18 REVENUE EPASSBOOK-DUPLICATE

227 19 REVENUE EPASSBOOK-NEW

228 20 REVENUE EXTRACT OF D FORM PATTA

229 21 REVENUE EXTRACT OF HOUSE SITE PATTA

230 22 REVENUE EXTRACT OF NOC UNDER EXPLOSIVE ACT

231 23 REVENUE EXTRACT OF NOC UNDER PETROLEUM ACT

232 24 REVENUE EXTRACT OF ORC

233 25 REVENUE FAMILY MEMBER CERTIFICATE

234 26 REVENUE INCOME CERTIFICATE

235 27 REVENUE INTEGRATED CERTIFICATE

236 28 REVENUE ISES SERVICES - INCOME FEE REIMBURSEMENT

237 29 REVENUE ISES SERVICES -INCOME CERTIFICATE

238 30 REVENUE ISES SERVICES -INTEGRATED CERTIFICATE

239 31 REVENUE ISES SERVICES -RESIDENCE CERTIFICATE

240 32 REVENUE ISSUE OF ARM LICENCE(FRESH)

241 33 REVENUE ISSUE OF ARM LICENCE(RENEWAL)

242 34 REVENUE ISSUE OF NOC FOR STORING OF PETROLEUM PRODUCTS

243 35 REVENUE ISSUE OF OCCUPANCY RIGHTS CERT FOR INAM LANDS

244 36 REVENUE ISSUE OF SMALL AND MARGINAL FARMER CERTIFICATE

245 37 REVENUE ISSUE OF TONCH MAP

246 38 REVENUE LAND CONVERSION

247 39 REVENUE LATE REGISTRATION OF BIRTH


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248 40 REVENUE LATE REGISTRATION OF DEATH

249 41 REVENUE LOAN ELIGIBILITY CARD

250 42 REVENUE LOCAL CANDIDATE CERTIFICATE FOR EDUCATIONAL INSTITUTIONAL PURPOSE

251 43 REVENUE MANUAL ADANGAL

252 44 REVENUE MONEY LENDING

253 45 REVENUE MUTATION

254 46 REVENUE MUTATION AND E-PASSBOOK

255 47 REVENUE NFBS APPLICATION

256 48 REVENUE NO EARNING CERTIFICATE

257 49 REVENUE NO OBJECTION CERTIFICATE

258 50 REVENUE NO PROPERTY APPLICATION SERVICE

259 51 REVENUE NOC FOR CONSTRUCTION OF CINEMA HALL

260 52 REVENUE OBC CERTIFICATE

261 53 REVENUE PAWN BROKER

262 54 REVENUE PERMISSION FOR DIGGING AGRI/DRINKING WELL

263 55 REVENUE PERMISSION TO RUN THE BENEFIT SHOW

264 56 REVENUE POSSESSION CERTIFICATE

265 57 REVENUE PRAJAVANI

266 58 REVENUE REFUND OF TRADE DEPOSIT

267 59 REVENUE REGULARIZATION OF ENCROACHMENT IN GOVERNMENT LAND

268 60 REVENUE ReIssuance Of EBC

269 61 REVENUE ReIssuance Of Integrated Certificate

270 62 REVENUE ReIssuance Of OBC

271 63 REVENUE RENEWAL OF CINEMA LICENCE

272 64 REVENUE RESIDENCE CERTIFICATE - GENERAL

273 65 REVENUE RESIDENCE CERTIFICATE - PASSPORT

274 66 REVENUE ROR - 1B

275 67 REVENUE SETHWAR / SUPPLEMENTARY SETHWAR/RESETTLEMENT REGISTER/FLR

276 68 REVENUE STORAGE OF EXPLOSIVE MATERIAL LICENSE

277 1 RTA DL ABSTRACT

278 2 RTA DL SLOT BOOKING WITH FEE PAYMENT

279 3 RTA LL SLOT BOOKING WITH FEE PAYMENT

280 4 RTA RC ABSTRACT

281 1 RURAL DEVELOPMENT NTR-BHAROSHA SSP PAYMENTS

282 2 RURAL DEVELOPMENT REQUEST FOR AIDS & APPLIANCES

283 3 RURAL DEVELOPMENT REQUEST FOR SADAREM CERTIFICATE

284 4 RURAL DEVELOPMENT SAND ORDER PLACEMENT


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285 1 SCHOOL EDUCATION CORRECTION OF SSC CERTIFICATE

286 2 SCHOOL EDUCATION SCHOOL REGISTRATION

287 1

SOCIAL WELFARE DEPARTMENT

APPLICATION FOR STUDENT SCHOLARSHIP (RENEWAL)

288 2

SOCIAL WELFARE DEPARTMENT

APPLICATION FOR STUDENT SCHOLARSHIP(FRESH)

289 3

SOCIAL WELFARE

DEPARTMENT PREMATRICULATION SCHOLARSHIP SERVICE

290 1 SPDCL CATEGORY CHANGE - SPDCL

291 2 SPDCL CATEGORY LOAD CHANGE- SPDCL

292 3 SPDCL LOAD CHANGE- SPDCL

293 4 SPDCL NAME CHANGE -SPDCL

294 5 SPDCL NEW CONNECTION - 6A – STREET LIGHTS - SPDCL

295 6 SPDCL NEW CONNECTION - 6B – PUBLIC WATER WORKS - SPDCL

296 7 SPDCL NEW CONNECTION - GENERAL PURPOSE - SPDCL

297 8 SPDCL

NEW CONNECTION - RELIGIOUS PLACES (TEMPLES, CHURCH, MOSQUE, GOVT.SCHOOLS ETC.) - SPDCL

298 9 SPDCL NEW CONNECTION COMMERCIAL -SPDCL

299 10 SPDCL NEW CONNECTION COMMERCIAL-HOARDINGS-SPDCL

300 11 SPDCL NEW CONNECTION DOMESTIC -SPDCL

301 1 SSLR F.M.B COPY

302 2 SSLR F-LINE PETITIONS

303 3 SSLR SUB DIVISION PATTA

304 4 SSLR VILLAGE MAP COPY

305 1 TECHNICAL EDUCATION APPLICATION FOR INTERIM CERTIFICATE

306 2 TECHNICAL EDUCATION

APPLICATION FOR MIGRATION CERTIFICATE(TECHNICAL EDUCATION)

307 3 TECHNICAL EDUCATION DUPLICATE MARKS MEMO

308 4 TECHNICAL EDUCATION GENUINENESS CERTIFICATE

309 1 UIDAI AADHAAR DAILY ENROLLMENT DATA

310 2 UIDAI Aadhaar e-KYC

311 3 UIDAI KNOW & SEED YOUR AADHAAR

312 4 UIDAI KNOW YOUR AADHAAR

313 1 WOMEN AND CHILD WELFARE

ANGANWADI WORKERS RECRUITMENT SERVICE


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List of B2C Services

S.No Department Description

Service Description Service type Status

1 BSNL Service Bsnl Bill Payment Regular service Available

2

Department of Commercial Taxes

Tax Collection (No Data - With/Without Tax No)

Regular service Available

3

Department of Commercial Taxes

Vat/Tot Collection Regular service Available

4 Tata Tele Services Ltd

Tata Tele Services Ltd Regular service Available

5

Regional Transport Authority

Vehicle Qtly Tax(With Permit)


6


New Vehicle Life Tax Regular service Available

7


New Vehicle Quarterly Tax


8


Driving License Slot Booking


9


Learning License Slot Booking


10

Board of Intermediate Education

Intermediate Second Year Marks

Seasonal service

Available

11


Intermediate First Year Marks

Seasonal service

Available

12


Vocational First Year Marks

Seasonal service

Available

13


Intermediate Second Year Marks

Seasonal service

Available

14


Intermediate Vocational Second Year Marks

Seasonal service

Available

15 AirTel Bill Payment(Airtel) Regular service Available


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16 AirTel Land Line Bill Payment(Airtel Land

Line) Regular service Available

17

Police Department Traffic Challan Payments


18

Police Department Red Light Challan Payments


19 Police Department VIJAYAWADA TRAFFIC

CHALLAN PAYMENTS Regular service Available

20 AP Housing Board Hire Purchase/Sfs

Payments


21 AP Housing Board Miscellaneous Payments Regular service Available

22 IDEA Cellular Limited

Bill Payment(Idea) Regular service Available

23

Western Union(Money Transfer)

Western Union(Money Transfer)

Regular service Not Available

24

Vodafone Bill Payment(Vodafone) Regular service Available

25

The Krishna Dist Milk Producers Coop Ltd

Sale Of Milk Cards Regular service Available

26

Election Card Epic Duplicate Printing Regular service Available

27

Election Card Epic Correction(Form8) Regular service Available

28

Election Card Epic Correction(Form8a) Regular service Available

29 Election Card EPIC Pvc card

printing(25/-) Regular service Available

30

Recruitment Fee Payments(CGG)

Village Revenue Assistants

Seasonal service

Available

31


Lpcet Allotment Fee-2013 Phase Ii

Seasonal service

Available


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32


LPCET Allotment Fee-2013 - SPOT ADMISSIONS

Seasonal service

Available

33


DIETCET Councelling-2013

Seasonal service

Available

34


DIETCET ALLOTMENT PHASE-I PAYMENT-2013

Seasonal service

Available

35


DIETCET ALLOTMENT PHASE-II PAYMENT-2013

Seasonal service

Available

36


Village Revenue Officers Seasonal service

Available

37


Village Revenue Assistants

Seasonal service

Available

38


Both VRO and VRA Seasonal service

Available

39


DIETCET 2013 - ALLOTMENT PHASE-III PAYMENT SERVICE

Seasonal service

Available

40


DIETCET 2013 - ALLOTMENT PHASE-III-1 PAYMENT SERVICE

Seasonal service

Available

41


APRJC CET -2014 FEE PAYMENT

Seasonal service

Available


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42


APRDC CET-2014 FEE PAYMENT

Seasonal service

Available

43


Admission Test for Class V (2014-15) -AP Residential Educational Institutions Society

Seasonal service

Available

44


ATFClassV(2014-15)MJPAPBCWREIS

Seasonal service

Available

45


DEECET-2014 Seasonal service

Available

46


MAHATMA JYOTHIBAPHULE -RJC -Payment

Seasonal service

Available

47


LPCET-2014 FEE PAYMENT

Seasonal service

Available

48


MJAPBCWREIS -VI,VII,VIII FEEPAYMENT SERVICE

Seasonal service

Available

49


APDSC 2014 Payment service

Seasonal service

Available

50

State Service Delivery Gateway

Amendment Of Society Regular service Available

51


Application For Age Certificate


52


Application For Change Of Details (Form -8)



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53


Application For Duplicate Memorandum Of Marks


54


Application For Fee Payment


55


Application For Issuance Of Duplicate Registration Certificate


56


Application For Migration Certificate


57


Application For Notice Of Change


58


Application For Objection/ Deletion Of Name In The Electoral Role ( Form -7)


59


Application For Re-Counting Of Marks


60


Application For Registration Of Contrunction Workers


61


Application For Registration Of Shop / Establishment


62


Application For Renewal Of Registration Certificate



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63


Application For Transposition(Form-8a)


64


Applying For Trade License


65


Building Permissions Regular service Available

66


Building Permissions Return Submissions


67


Certified Copy Of Bye Law


68


Certified Copy Of Firm Registration


69


Certified Copy Of Society Registration


70


Change In Constitution Firm


71


Dl Abstract Regular service Available

72


Dl Slot Booking With Fee Payment


73


EPIC PVC Card / Issuance of Voter Id

Card


74


Exemption Request Regular service Available

75


Firm Name Change Regular service Available


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76


Inclusion Of Name In The Electoral Roles (Form-6)


77


Issuance Of Certificates For (Character, Antecedents, No Objection For Vehicle)


78


Issue Of Epic Card Regular service Available

79


License For Hostels, Lodges, Theme, Entertainment, Restaurants, Bars, Dhabas And Resorts


80


Ll Slot Booking With Fee Payment


81


Missing / Lost Documents / Bank Cards / Credit Cards / Mobile Phones Etc.


82

State Service

Delivery Gateway

New Assessment

Request


83


Permission For Water Connections


84


Permission Of Bandhobust


85


Pre-Registration Slot Booking



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86


Rc Abstract Regular service Available

87


Registration Of Firms Regular service Available

88


Registration Of Society Regular service Available

89


Renewal Of Trade License

Regular service

Available

90


Ssdg Services Regular service

Available

91


Sub-Division Request Regular service

Available

92


Submission Of Appeal Regular service

Available

93


Transfer Of Title Deeds Regular service

Available

94


Vacation Remission Regular service

Available

95 APSCHE Ecet Fee Payment Seasonal

service Available

96

APSCHE EMCET FEE PAYMENT SERVICE 2014

Seasonal service

Available

97 APSCHE ICET Fee Payment-2014 Seasonal

service

Available

98 APSCHE PGCET FEE PAYMENT Seasonal

service Available

99 APSCHE PECET Fee Payment-

2014 Seasonal service

Available

100 APSCHE EDCET Fee Payment

2014 Seasonal service

Available

101

APSCHE LAWCET FEE PAYMENT 2014

Seasonal service

Available


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102

APSCHE PGEC GATE/GPAT-2014

Seasonal service

Available

103

APSCHE EAMCET evaluation of OMR Sheet PAYMENT SERVICE

Seasonal service

Stopped by department

104

AP State Open School Society

Ssc Exam Fee Seasonal service

Available

105


Intermediate Exam Fee Seasonal service

Available

106


Ssc Admission Payment Seasonal service

Available

107


Inter Admission Payment

Seasonal service

Available

108


SSC Recounting Fee Collection

Seasonal service

Moved to Meeseva

109


Inter Recounting Fee Collection

Seasonal service

Moved to Meeseva

110


SSC RECOUNTING FEE COLLECTION-2015

Seasonal service

Moved to Meeseva

111


INTER RECOUNTING FEE COLLECTION-2015

Seasonal service

Moved to Meeseva

112


SSC Exam Fee Payment Service-2015

Seasonal service

Available

113


INTER Exam Fee Payment Service-2015

Seasonal service

Available


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114

Eastern Power Distribution Company Ltd(EPDCL)

Collection Of Electricity Charges (EPDCL)


115

Eastern Power Distribution Company Ltd(EPDCL)

Collection Of Electricity Charges (offline EPDCL)


116

Eastern Power Distribution

Company Ltd(EPDCL)

Collection Of Electricity Charges (EPDCL)


117

Southern Power Distribution Company Ltd

Collection Of Electricity Charges (SPDCL)


118


Collection Of Electricity Charges (SPDCL)- Offline


119


Collection Of Electricity Charges (SPDCL) - No Data


120

Director Of Municipal Administration

Application For Birth Regular service Available

121

Director Of

Municipal Administration

Property Tax Regular service Available

122

Director Of Municipal Administration

Water Tax Regular service Available

123

School Fees Visakha Valley School (2012-2013)



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124

School Fees Visakha Valley School (2013-2014)


125

Directorate of Muncipal Administration of Birth and Death

Issue Of Birth Certificate


126

Directorate of Muncipal Administration of Birth and Death

Issue Of Death Certificate


127 Shivas List Register Workers Regular service Available

128 Shivas List Search Workers Regular service Available

129 Shivas List Sell Crops Regular service Available

130 Shivas List Search Crops Regular service Available

131

FOREST FOREST DEPARTMENT TEST FEE PAYMENT

Momentary service

Available

132

Durga Temple Services

Uyyala Seva (Every Sunday)

Regular service Moved to Meeseva

133


Swarna Pushparchana (Every Thursday)


134


Srichakra Navavaranarchana


135


Sri Malleswara Swamyvarla Rudrabhisekam(One Day)


136


Sri Malleswara Swamy vari abhisekham (Saswatham)



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137


Sri Ammavari Kadgamalarchana (Antaralayam)


138


Saswatha Sahasranamarchana to Kanakadurga Ammavaru (For 52 Fridays)


139

Durga Temple

Services

Saswatha

Astotranamarchana to Kanakadurga Ammavaru (For 52 Fridays)

Regular service Moved to

Meeseva

140


Sarpadoshanivarana (One Day)


141


Santhi Kalyanam(One Day)


142


sahasranamarchana to kanakadurga Ammavaru(for 52 Fridays)


143


Sahasranamarchana Ammavari( One Day)


144

Durga Temple

Services

Saharsanamarchana

(Malleswara Swamy vari )


Meeseva

145


Rudrabhisekam to Sri Malleswara Swamy vary(for 52 Mondays)


146


Pancha Harathulu ( One Day)



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Pallaki Seva (Once Year) Regular service Moved to Meeseva


Pallaki Seva Regular service Moved to Meeseva

149


LakshaKumkumarchana(One Day)



Gomata Pooja Regular service Moved to Meeseva


Chandihomam(One Day) Regular service Moved to Meeseva

152

Durga Temple

Services

Astotranamarchana to

Kanakadurga Ammavaru(for 52 Fridays)


Meeseva

153


Astotranamarchana Ammavari(One Day)


154


Astotharam (Malleswara Swamy vari )


155 SCBR SCBR Regular service Available

156

Miscellaneous Services

Mro Services(Birth/Death/Legal Heir)



SSC (General) Results Regular service Available


Duplicate Receipt Regular service Available

159

Miscellaneous

Services

Meeseva Applications

Sale


160

Miscellaneous Services

Meeseva Additional Copies



SSC RESULTS 2014 Regular service Available

162 Cherukuri IT returns

IT Returns Filing Regular service Available


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Annexure III-Number of Transactions (From April 2014 TO March 2015)

Annexure IV (a)-

Present Data Centre Architecture and Bill of Material

3rd Tier . . . . . . . . . . . .

Departmental

Servers

S1 Sn

Web Apln

Servers

….

Counter

Terminals

With

Printers

ICSC location-1 ICSC location- 18

2nd Tier

1st Tier

Mee Seva NETWORK

( Govt.. Depart. )

( ICSC Locations )

Router Router

DB

Servers

….

Leased Line Leased Line

ISDN ISDN

Counter

Terminals

With

Printers

Router Pool

ISDN

Leased Line

Kiosk

Card printer

DOT Exchange

INTERNET

Firewall Leased Line

LAN-1 ISDN

LAN 2

NMS

LAN 3

C

e

n

t

r

a

l

S

i

t

e Web

Server


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Annexure IV (b)- Present Architecture of Mee Seva Service Centre and Bill of Material

….

Counter

Terminals

With

Printers

Mee Seva location-1 Mee Seva location

1st Tier ( ICSC Locations )

Router Router

….

Leased Line Leased Line

ISDN ISDN

Counter

Terminals

With

Printers

DOT Exchange

Central Router at central site

Mee Seva centre Layout

RFP for Procurement of Secured Stationery for ESD (Mee Seva)

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Annexure V

Service Delivery and Grievance Handling Process

1. Service delivery Process at Service Counters: a. Customer comes to Mee Seva Centre and approaches Token Counter b. EQMS integrated time stamp:

i. when customer arrives at the Token Counter and obtains Token ii. when customer token is called iii. on completion of service delivery

c. Counter operator enters customer details to display details or use Bar Code Reader to capture details from Bar Coded Bills

d. Acceptance of payment in form of Cash/Cheque/Demand/Credit Card e. Issue of Receipt and completion of delivery of service f. Transmission/Communication of transaction details to Mee Seva Data

centre and department server

g. Cancelling the receipt and reversing the transaction done due to mistakes and treating this transaction as a new transaction with a unique transaction code

h. Storing the cancelled transaction details and transaction code in the database at the MEE SEVA data center along with a text explanation for cancellation.

i. In case of Cheque Bounce, provision for reverse entry in Data base of Mee Seva and department server. Provision to prepare refund claim statement for claiming refund from department. Locking Customer account for payment through cheque till account is unlocked under orders of ESD. Warning display to counter operator of such accounts when ever such customer visits Mee Seva, to help recovery of amount.

2. Service Delivery through MEE SEVA Portal:

a. Processing the payment through payment gateway and handling error messages b. Generating a unique MEE SEVA transaction code and storing transaction

information and transaction data to the MEE SEVA database c. Transmitting and storing the transaction information in the Department Server d. Help desk (during working hours) for handling customer’s issues and resolving

failed transactions details. e. Provision for help through email service. Reply to emails with in 24 hours. f. Provision to reverse entry in case of failed transaction with complete log for audit g. Provision for handling and resolving Charge Back claimed by Payment gateway

bank. h. In case of claim for Charge Back, provision for reverse entry in Data base of Mee

Seva and department server. Provision to prepare refund claim statement for claiming refund from department. Locking Customer account for payment through Internet till account is unlocked under orders of ESD. Warning display to counter operator of such accounts when ever such customer visits Mee Seva, to help recovery of amount.

3. Grievances handling and Resolution

a. Provision for Suggestion and complaint Box at each Centre b. Provision to collect such petitions and entry there on in Mee Seva portal c. Provision for filing Suggestion and complaint Online in Mee Seva / Central

portal d. Resolving complaints and updating status e. Provision to citizen to view status of his case. f. Generation and printing of report on grievance handling and resolution


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Annexure VI

Citizens Charter for Mee Seva Mee Seva is committed to translate the concept of giving to the people of Andhra Pradesh a Simple, Moral, Accountable, Reliable & Transparent (SMART) Administration. This charter is a step in that direction. We are committed to provide speedy, transparent and quality services to citizens. We assure that our services will be accurate, reliable and timely. We shall provide the following services through Mee Seva centers within the time standards mentioned below:

Sno Name of the service Maximum time limit for delivery of Service/ transaction

1. Sale of Documents 15 minutes.

2. Payment of bills 15 minutes.

3. Payment of bills on Internet 10 minutes

4. G2C Service 15 minutes

Note:

1. The time shall be counted from the time the Citizen collects the token in the service counter concerned.

2. The Charter is applicable only in respect of standard transactions only. 3. Our aim is to offer courteous and helpful services to citizens 4. We guarantee that the citizen will be treated courteously. 5. If you need guidance or help in filling the forms or information about rules

and regulations, please approach the “Help Desk” counter for help. 6. Our Website is as mentioned in Tender Call Norice 7. If there is any delay in the delivery of our services as committed through this

charter, we request the citizens to give their free and honest feedback though feed back form or though Website or send to

The Director, ESD

Ground Floor, Banjara Hills,

Road No.7, Hyderabad-500034,India

Annexure VII

LIST OF CENTRES PARTICULARS & MEESEVA URBAN FRANCHISEES. Sl No District Center Name

No of Counters

1 SRIKAKULAM FRANCHISEE COUNTERS SRIKAKULAM 25

2 SRIKAKULAM PALASA 1

3 SRIKAKULAM MEP SCHOOL ICHAPURAM 3

4 SRIKAKULAM RTC COMPLEX RAJAM 2

5 SRIKAKULAM RYTHU BAZAR-SRIKAKULAM 4


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6 SRIKAKULAM SUNDAY MARKET KASIBUGGA 2

7 SRIKAKULAM VILLAGE CHAVADI-OLDSRIKAKULAM 5

8 SRIKAKULAM VEGETABLE MARKET AMUDALAVALASA 3

9 VIZIANAGARAM MPL PREMISES BOBBILI 4

10 VIZIANAGARAM DASANNAPETA 4

11 VIZIANAGARAM FRANCHISEE COUNTERS VIZIANAGARAM 39

12 VIZIANAGARAM OLD BUSTAND PREMISES 4

13 VIZIANAGARAM MADANAPALLY-PATEL ROAD PARVATHIPURAM 4

14 VIZIANAGARAM RTC COMPLEX 6

15 VIZIANAGARAM SALURU 3

16 VISAKHAPATNAM AKKAYYAPALEM VISAKHAPATNAM 3

17 VISAKHAPATNAM ARILOVA VISAKHAPATNAM 3

18 VISAKHAPATNAM ASILMETTA VISAKHAPATNAM 4

19 VISAKHAPATNAM MUNICIPAL CHOULTRY BHEEMUNIPATNAM 3

20 VISAKHAPATNAM LIBRARY STREET BHEEMUNIPATNAM 4

21 VISAKHAPATNAM BILLJUNCTION SURYABAGH 7

22 VISAKHAPATNAM BUTCHIRAJPALEM VISAKHAPATNAM 4

23 VISAKHAPATNAM CHINAGANTYADA GAJUWAKA 4

24 VISAKHAPATNAM COMMUNITY HALL BRUNDAVAN 1

25 VISAKHAPATNAM CHITTIVANIPALEM GAJUWAKA 3

26 VISAKHAPATNAM CHINA WALTAIR VISAKHAPATNAM 1

27 VISAKHAPATNAM FRANCHISEE COUNTERS VISAKHAPATNAM 89

28 VISAKHAPATNAM GNANAPURAM VISAKHAPATNAM 2

29 VISAKHAPATNAM KANCHARAPALEM 1

30 VISAKHAPATNAM MALKAPURAM VISAKHAPATNAM 5

31 VISAKHAPATNAM MADHAVADHARA 4

32 VISAKHAPATNAM NTR STADIUM ANAKAPALLE 3

33 VISAKHAPATNAM PEDAGANTYADA GAJUWAKA 3

34 VISAKHAPATNAM RYTHUBAZAR VADLAPUDI GAJUWAKA 4

35 VISAKHAPATNAM RK BEACH VISAKHAPATNAM 1

36 VISAKHAPATNAM SEETHAMMADHARA MPL PREMISES 3

37 EASTGODAVARI RJY-AC GARDENS 2

38 EASTGODAVARI AMP NEAR FIRE STATION 2

39 EASTGODAVARI KKD-BHASKAR NAGAR 3

40 EASTGODAVARI FRANCHISEE COUNTERS EAST GODAVARI 80

41 EASTGODAVARI KKD-GANDHINAGAR 3

42 EASTGODAVARI KKD-JAGANNAIKPUR 3

43 EASTGODAVARI RJY-KTP BUS STAN 3

44 EASTGODAVARI RJY-MCR COMPLEX 4

45 EASTGODAVARI MANDAPETA 4

46 EASTGODAVARI PEDDAPURAM 3

47 EASTGODAVARI RJY-PR NAGAR 5

48 EASTGODAVARI PITAHPURAM 2


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49 EASTGODAVARI R C PURAM 4

50 EASTGODAVARI KKD-RP LINE 3

51 EASTGODAVARI KKD-SALIPETA 4

52 EASTGODAVARI SAMALKOT 2

53 EASTGODAVARI RJY-SEETAMPET 2

54 EASTGODAVARI TUNI 4

55 WESTGODAVARI AMP M. OFFICE ELURU - AMEENA PET CENTER 6

56 WESTGODAVARI BHIMAVARAM GUNIPUDI CENTER 5

57 WESTGODAVARI BHIMAVARAM SRIRAMAPURAM CENTER 3

58 WESTGODAVARI FRANCHISEE COUNTERS WEST GODAVARI 44

59 WESTGODAVARI ELURU - KOTHA PETA CENTER 3

60 WESTGODAVARI KOVVURU MUNICIPAL COMPOUND CENTER 2

61 WESTGODAVARI NARSAPUR KAPPALA PETA CENTRE 1

62 WESTGODAVARI NIDADAVOLU MUNICIPAL OFFICE ROAD CENTER 2

63 WESTGODAVARI NARSAPUR STEAMER ROAD CENTER 1

64 WESTGODAVARI PALACOL MG ROAD CENTRE 5

65 WESTGODAVARI PALCOL WEAVERS COLONY PARK CENTRE 3

66 WESTGODAVARI TANUKU COOPERATIVE SOCIETY CENTER 5

67 WESTGODAVARI TADEPALLIGUDAM KOBBARI THOTA CENTRE 1

68 WESTGODAVARI TADEPALLIGUDEM MUNICIPAL COMPOUND CENTER 3

69 WESTGODAVARI TANUKU RAITHU BAZAR CENTRE 4

70 KRISHNA AJIT SINGH NAGAR VIJAYAWADA 6

71 KRISHNA BHAVANIPURAM VIJAYAWADA 3

72 KRISHNA CHUTTUGUNTA VIJAYAWADA 4

73 KRISHNA CHILAKALAPUDI MACHILIPATNAM 4

74 KRISHNA CHITTINAGAR VIJAYAWADA 5

75 KRISHNA FRANCHISEE COUNTERS KRISHNA 50

76 KRISHNA

I G MUNICIPAL STADIUM COMPLEX

VIJAYAWADA 5

77 KRISHNA GANDHIPARK MAIN ROAD JAGGAIAHPET 5

78 KRISHNA KEDARESWARAPET VIJAYAWADA 5

79 KRISHNA K G MARKET VIJAYAWADA 6

80 KRISHNA VMC PREMISES VIJAYAWADA 4

81 KRISHNA NTR PREMISES GUDIWADA 5

82 KRISHNA NTR SHOPPING COMPLEX VIJAYAWADA 2

83 KRISHNA CATTLE YARD MACHILIPATNAM 6

84 KRISHNA GANDHI PARK NUZVID 6

85 KRISHNA BEHIND MUNICIPAL OFFICE PEDANA 4

86 KRISHNA PATAMATA-VIJAYAWADA 5

87 KRISHNA RANIGARITHOTA VIJAYAWADA 3


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88 KRISHNA RAJENDRA NAGAR-GUDIWADA 4

89 KRISHNA RADHANAGAR VIJAYAWADA 2

90 KRISHNA RAJUPET MACHILIPATNAM 2

91 KRISHNA SAIBABA TEMPLE VIJAYAWADA 5

92 KRISHNA SATYANARAYANAPURAM VIJAYAWADA 6

93 GUNTUR BAPATLA 5

94 GUNTUR CHILAKALURI PET KASTURIBHA 3

95 GUNTUR CHILAKALURIPETA-VASAVINAGAR 1

96 GUNTUR COLLECTORATE 6

97 GUNTUR FRANCHISEE COUNTERS GUNTUR 88

98 GUNTUR GUNTUR-BR STADIUM 4

99 GUNTUR GUNTUR-LAKSHMIPURAM 9

100 GUNTUR MACHERLA 3

101 GUNTUR MANGALAGIRI 4

102 GUNTUR NARASARAOPETA-ANGEL THEATER 3

103 GUNTUR NARASARAOPETA-PANASATHOTA 3

104 GUNTUR GUNTUR-NAAZCENTRE 5

105 GUNTUR PATTABHIPURAM 6

106 GUNTUR REPALLE 4

107 GUNTUR SATTENAPALLI 2

108 GUNTUR TENALI-OLD BUSSTAND 5

109 GUNTUR TENALI-MUNICIPAL SCHOOL 1

110 GUNTUR TENALI-TB 5

111 GUNTUR VINUKONDA 1

112 PRAKASAM ADDANKI BUS STAND 4

113 PRAKASAM SURESHMAHAL 5

114 PRAKASAM FRANCHISEE COUNTERS PRAKASAM 36

115 PRAKASAM KANDUKUR 3

116 PRAKASAM MARKAPURAM 4

117 PRAKASAM NRPM HIGH SCHOOL PREMISES 3

118 PRAKASAM GHOSHA HOSPITAL PREMISES 6

119 PRAKASAM SANTHAPETA 5

120 NELLORE FRANCHISEE COUNTERS NELLORE 58

121 NELLORE Gudur M.R.O Office Compound 3

122 NELLORE Kavali Station Road 4

123 NELLORE Rsrm Nawabpet 7

124 NELLORE ShodhanNagar Nellore 12

125 NELLORE Vedayapalem Trunk Road 3

126 NELLORE VENKATAGIRI THRIBHUVANI CENTER 2

127 CHITTOOR TIRUPATHI-ALIPIRI 4

128 CHITTOOR TIRUPATHI-BIRAGIPATTEDA 4

129 CHITTOOR CHITTOOR-GREAMSPET 4

130 CHITTOOR THIRUPATHI FRANCHISES 52

131 CHITTOOR TIRUPATHI-GANDHI ROAD 4

132 CHITTOOR CHITTOOR-MUNICIPAL COMPLEX 3

133 CHITTOOR CHITTOOR-MSR COMPLEX 3


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134 CHITTOOR PUNGANUR-PUNGANUR 3

135 CHITTOOR MADANAPALLY-PATEL ROAD PARVATHIPURAM 6

136 CHITTOOR MADANAPALLY-CTM ROAD 3

137 CHITTOOR SRI KALAHASTHI-URBAN POLICE STATION 4

138 CHITTOOR CHITTOOR-SANTHA PET 2

139 CHITTOOR TIRUPATI-S.V.U ROAD 5

140 CHITTOOR TIRUPATHI-MUNICIPAL PREMISES 8

141 KADAPA COLLECTORATE CAMPUS KADAPA 4

142 KADAPA ESEVA CENTRE JAMMALAMADUGU 3

143 KADAPA KADAPAFRANCHASE 40

144 KADAPA GANGAMMA TEMPLE PRODDUTUR 3

145 KADAPA AKKAYAPALLI ESEVA KADAPA 2

146 KADAPA NGOs COLONY KADAPA 2

147 KADAPA NEHRU PARK KADAPA 2

148 KADAPA VASANTHAPET PRODDUTUR 4

149 KADAPA DATA CENTRE KADAPA 2

150 KADAPA ESEVA CENTRE PULIVENDULA 1

151 KADAPA TB PREMISES PRODDUTUR 3

152 KADAPA ESEVA CENTRE RAYACHOTY 3

153 ANANTHAPUR GUNTAKAL BENCHKOTTAL 2

154 ANANTHAPUR CHOWDESHWARI COLONY HINDUPUR 2

155 ANANTHAPUR MARKET ROAD DHARMAVARAM 2

156 ANANTHAPUR Ananthapur Franchise 56

157 ANANTHAPUR GUNTAKAL-GOOTYROAD 2

158 ANANTHAPUR MUNICIPAL WATER TANK PREMISES-KADIRI 2

159 ANANTHAPUR ANANTHAPUR-OLDTOWN 4

160 ANANTHAPUR MUNICIPAL CAMPUS HINDUPUR 3

161 ANANTHAPUR ANANTHAPUR-2ND ROAD MUNICIPAL PARK 2

162 ANANTHAPUR ORIENTAL SCHOOL HINDUPUR 2

163 ANANTHAPUR ANANTHAPUR-RAMNAGAR 4

164 ANANTHAPUR

RAMADASAPPA LAYOUT-

RAYADURGAM 3

165 ANANTHAPUR TADIPATRI-VEDAPALEM 3

166 KURNOOL ADONI KALLU BAVI 1

167 KURNOOL ADONI MUNCIPAL OFFICE 3

168 KURNOOL ADONI RAMJAL ROAD 1

169 KURNOOL FRANCHISE CENTERS KURNOOL 61

170 KURNOOL KURNOOL ABBASNAGAR 2

171 KURNOOL KURNOOL MADDUR NAGAR 3

172 KURNOOL KURNOOL-OLDBUSSTAND 3

173 KURNOOL KALLUR ROAD,KURNOOL 3

174 KURNOOL NANDYAL MUNCIPAL HIGH SCHOOL 2

175 KURNOOL NANDYALA MUNCIPAL OFFICE 2

176 KURNOOL NANDYAL RS ROAD 1

177 KURNOOL YEMMIGANUR GANDHI NAGAR 1


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178 KURNOOL NTR COLONY YEMMIGANUR 1

Annexure VIII

CORE COMPONENTS OF MEE SEVA SOLUTION ARCHITECTURE The core components of MeeSeva project are:

1. Data Centre and Disaster Recovery Site 2. MeeSeva / Central portal Servers 3. MeeSeva Service Centres 4. MeeSeva Online Portal and e-Payment System 5. MeeSeva Network 6. Application software

7. EMS and EQMS 8. Human Resource to run the System