Telangana State Technology Services Ltd

# 5-10-103/40/206, 2nd floor, HACA Bhavan,

Opp. Public Gardens, Hyderabad – 500004
CIN NO: U74900TG2015SGC101517
TSTS/CS/WSW-CMP/2023, Dated 07.08.2023 -SHORT TENDER NOTICE
Telangana Police – ADGP (Women Safety Wing) - Software Development Agency available locally for
Development of Counseling Management Portal ‘DHAIRYA APPLICATION’ for Women Safety Wing of
Telangana Police, Govt. of Telangana - Reg.

Telangana State Technology Services Limited (TSTS) on behalf of the Addl. DGP, Women Safety Wing,
Govt. of Telangana State seeks proposals from local experienced Software Development Agencies for
Selection of Service Provider for Development and Maintenance of Counseling Management portal
(Dhairya Application) as per the specifications forwarded by the client department and terms &
conditions mentioned in this document. The Application should be bilingual. It should support both
English and Telugu languages.

Bid Document Fee: Rs. 5,000/- (DD shall be drawn in favour of The Managing Director, TSTS, Hyd)
Time Schedule :
• Last date and time for Bid submission :18/08/2023 03:00 PM on eProcurement portal.
• Opening of Bids : 18/08/2023 03:30 PM
Email: rpushpa-tsts@telangana.gov.in, jithendra-tsts@telangana.gov.in
Any queries related to this tender should be communicated within 2 days from publishing of tender
document and queries received after the mentioned period shall not be considered/ entertained.
Bids should be submitted online on e-Procurement Website only. The Original EMD & Bid
1
document fees to be submitted to TSTS on bid closing date.
• Bid should be valid at least for a period of 90 days from the date of bid opening.
• Any deviations in format may make the quotation liable for rejection.
2 • Conditional & incomplete bids shall be liable for rejection.
If the technical offer contains any price information the bid will be summarily rejected.
EMD: Rs.1,00,000/- in the form of Demand Draft or BG from any Nationalized/Scheduled bank in
favour of The Managing Director, TSTS, Hyderabad with validity of 90 days. The scanned copy of
EMD should be uploaded on e-procurement website. The original EMD should be submitted before
opening of the Bid. The EMD will be returned to unsuccessful bidders after issue of Purchase order
3 to L1 bidder.
The bid security (EMD) may be forfeited: if a bidder withdraws its bid during the period of
bid validity (or) Provides/submit false or manipulated or forged information.
• in the case of a successful bidder, if the bidder fails:
➢ to sign the contract in time; or to furnish performance security.

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 Bidders Eligibility & Evaluation Criteria:
4 Pre-Qualification Criteria:

A. Legal Entity: Bidder should be a company registered/incorporated under the Indian company
Act 1956/2013 and must have not less than 5 years of existence as of the date of submission of
bids viz- Copy of Certificate of Incorporation, GST, PAN to be submitted.
B. Financial Turn Over: Should have an annual turnover of minimum Rs.5.00 Crore in each of the
last 3 financial years (FY 2020-21, 2021-22& 2022-23) from Information technology (IT)
Application design and development services/ ITeS. Balance Sheets Audited by a Certified
Chartered Accountant.CA certificate. For the FY 2022-23, Provisional Balance sheet can be
submitted
C. Certification: Bidder should be CMMi Level 3 company on bid submission date. Copy of valid
certificate to be submitted.
D. Past Experience: Should have Govt experience of at least “1” project involving design,
development, operation, maintenance and customizations including Mobile application for
any State Govt.,or State PSU during the last 3 financial years FY 2020-21, 2021-22& 2022-23.
The value of each order should be minimum Rs.1.00 crore or above with minimum 1000
Concurrent users. Should submit Work order copy/Agreement Copy from the Client
Department. Satisfactory performance report/work completion report duly signed by the
Client should be submitted
E. Local Presence: The bidder should have a local operational office in Hyderabad as on bid
calling date. Local GST number to be submitted. Self-declaration informing the local
presence/Details of Operational office along with Address and contact details to be submitted
on letter head.

F. Not-Blacklisted/Not Debarred—Bidder to submit self certification. Bidders should submit an

undertaking that Bidder products quoted are not Black Listed /debarred by any Govt. dept. /
agency in India. The undertaking should be given in the prescribed format.
Note:
• No subcontracting/Consortium.
• TSTS reserves it’s right in seeking Clarification from the service provider and may disqualify
the service provider for the bidding mistakes, missing documents and for the documents
that are not clear.
• Bidder must comply with above mentioned criteria. Non-compliance of any of the criteria
can entail rejection of the offer.
Technical Bid Evaluation Criteria:
The Technical bids of PQ qualified bidder shall be opened and evaluated based on below criteria:
Maximum
# Parameter
Score
1 Financial Turnover:
Should have an annual turnover of minimum Rs.5.00 Crore in each of
the last 3 financial years (FY 2020-21, 2021-22& 2022-23) from
Information technology (IT) Application design and development
services/ ITeS. 10 marks

• Rs.5.00 cr to Rs.10.00 cr -- 05 marks

• > Rs.10.00 cr – 10 marks
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 Balance Sheets Audited by a Certified Chartered Accountant & CA
certificate.
2 Past Experience:
Should have experience in execution of at least “1” project in
implementation of end-to-end IT application which involves design,
development, operation, maintenance and customizations including
Mobile application for any State Govt., or PSU in India during the last 3
financial years FY 2020-21, 2021-22& 2022-23. The value of each order
should be minimum Rs.1.00 crore or above with minimum 1000
10 marks
Concurrent users.
• 1 project – 05 marks
• 2 project or more – 10 marks
Should submit Work order copy/Agreement Copy from the Client
Department. Satisfactory performance report/work completion report
duly signed by the Client should be submitted.
3 Availability of IT/Technical Manpower:
o > 100 nos -- 10 marks
o 50 nos to 100 -- 5 marks 10 marks
An undertaking from Authorised Signatory of the bidder to be
submitted
4 Engagement Approach – Documentation & Presentation by Bidder
1. Understanding of the project scope
2. Implementation & Execution Plan
3. Solution Architecture and Technology Proposed
4. Grievance Complaint life cycle management
i. Registration of the grievance/Complaint
ii. Transfer the grievance/Complaint
iii. Forward the grievance/Complaint
iv. Reject the grievance/Complaint
v. Resolution of the grievance/Complaint
5. Management of SMS/eMail Notifications
a. Web Portal Accessibility and user friendliness of the solution 55 marks
i. Web design
ii. Navigation
iii. User friendliness
iv. Functionality
b. Configuration of hierarchy of the department and configurations
of the department users
c. Integration Approach Handling Change Management
d. Performance of the application
i. Page download time
ii. Available bandwidth
iii. Latency
iv. Packet loss
5 i. SLA management, Tools proposed monitoring Application health
& Change Requests
15 marks
ii. Validation & Quality Check of the Services
iii. Capacity Building & Training
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 iv. Incident management and escalation procedures
v. Business continuity plan & Risk Management
Total 100

The minimum score for qualification at Technical bid evaluation – 70 marks.

Only TQ qualified bids are eligible for Commercial evaluation. Final evaluation is QCBS(70:30).
Bidding Procedure:
Bidder should submit bids in the below format:
● Pre-Qualification
a. General Information of the Bidder
b. Financial Turnover
c. Past Experience details
d. Non blacklisting Self Declaration Certificate
e. Bid Security.
5 f. Local Presence document
g. Balance Sheets Audited by a Certified Chartered Accountant.
h. Valid Certifications
● Technical Proposal
a. Executive Summary
b. Description of approach, methodology and work plan for the Project
● The documents to be submitted for Commercial Proposal are:
a. Commercial Proposal submission - Form C#1
b. Financial Proposal Cost Break-up - Form C#2
Overall Bid Evaluation Process
● The Bid evaluation shall be undertaken through a Committee comprising officers from Police
Dept/ WSW, TSTS.
● A ‘2’ bid evaluation process will be followed for evaluation of proposals, the various stages of
bid evaluation are Pre-Qualification + Technical Evaluation (Stage #1) and Financial Evaluation
(Stage #2). The bidding process is online through e-procurement portal.
● The decision of the Tender Evaluation Committee in the evaluation of responses to the RFP
shall be final. No correspondence will be entertained outside the process/ negotiation/
discussion with the Committee.
6 ● The Overall evaluation will be made on the basis of quality - cum - cost, with a weightage to
quality of services and cost in the ratio of 70 (Technical) :30 (Commercial).
● The bidders have to score minimum of 70 marks in Technical evaluation only will be
considered for Financial Evaluation. The bidders who score less than 70 marks shall summarily
rejected and no reasoning what so ever will be provided.
● The ranking of bidders shall be decided on the basis of total bid value (T1 Technical Score and
L1 Financial Score) for all the items & most responsive option will be considered.

The bidder with the highest marks is the H1 bidder.

Conditional bids are liable to be rejected. Any attempt by a bidder to influence it’s the bid
evaluation process may result in the rejection of the bidder's bid.

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7 ORDER CANCELLATION:
If the bidder fails to deliver the Work/Services within the stipulated time schedule or the extended
date communicated, it will be a breach of contract and User Dept (WSW) /TSTS reserves its right
to cancel the order in the event of delay after giving a 2 days’ notice to the vendor.
8 Project Timelines& Implementation Schedule
# Particular Timelines (T*)
Deployment of Project Team, Project Kickoff Meeting& submission of
1 T+ 5 days
Project plan, Starting of detailed requirement gathering phase
Submission of PBG, Signing of Project MoU/Agreement with Addl.
2 T+ 7 days
DGP, Women Safety, Police Department, Govt. of Telangana
3 Submission of FRS, SRS, Scope Design Documents T+ 10 days
Approval from Women Safety Wing on the FRS,SRS& Scope Document
4 T+ 15 days
to initiate development.
5 Solution Development/Configuration/Customisation T + 45 days
5 UAT with reference to SLA & impart Training to Department T+50 days
6 Go Live declaration and initiation of Maintenance phase T+ 60 days
Maintenance of the Solution including continuous addition of the data 10 months from
7
sources Go Live

• T is the date of issuance of NoA/LOI.

Payment Terms:
9 For Software solution (One Time Cost):
Payment Milestone Amount to be Paid
On completion of design, development and
55% of Application Cost
deployment of Application as per Scope of Work
UAT & Go-Live Declaration 30% of Application Cost
Application Operations & Maintenance Cost Balance 15% on Equated Quarterly basis.

Additional Resource Cost

The additional resource cost will be paid on man-days for the manpower worked for the project
during the project period for any major changes undertaken post Go-live declaration.
• Payment shall be released by WSW/TSTS after receipt of deliverables & verification of SLAs
compliance.
• GST & TDS if any will be deducted at source as per IT act.
Quality Assurance
The Service Provider shall ensure a minimum score of 90% on the Quality of service evaluation
(service metrics and service parameters) and as per scheme designed by Dept. or an independent
3rd party quality assurance team employed by Dept.
10 Other Terms & Conditions:
• Performance Bank Guarantee (PBG): The Successful bidder should submit PBG for 5% of the
Project Value in the name of “The Managing Director, Telangana State Technology Services”
within 1 week from issue of Purchase Order with validity beyond 30 days post Contract Period.

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 • Contract Agreement: Identified Service provider shall enter into agreement with Women Safety
Wing for 1 year and extended based on requirement and satisfactory performance.
• Transaction fee: All the participating bidders who submit the bids have to pay an amount @
0.03% of their final bid value online with a cap of Rs. 10,000/- for quoted value of purchase up
to Rs.50crores and Rs.25,000/- if the purchase value is above Rs.50 crores & service tax
applicable as levied by Govt. of India on transaction fee through online in favour of MD, TSTS.
The amount payable is non refundable.
• Corpus Fund: Payable Online.

• Bids shall be submitted online on https://tender.telangana.gov.in platform under Department

name as “TGTS”. Bidders are requested to submit the bids after issue of
amendments/clarifications duly considering the changes made if any. Bidders are totally
responsible for incorporating/complying the changes/amendments issued if any, before bid
submission time & date. The Documents that are uploaded online on e-market place will only be
considered for Bid Evaluation.
• After uploading the documents, the copies of the uploaded statements, certificates,
documents, original EMD in respect of Bid Security (except the Price bid/offer/break-up of
taxes) are to be submitted by the bidder to the O/o The Managing Director, TSTSL , HACA
Bhavan, Hyderabad.

• Failure to furnish any of the uploaded documents, certificates, will entitled in rejection of the
bid. The TSTSL shall not hold any risk on account of any delay. Similarly, if any of the certificates,
documents, etc., furnished by the Bidder are found to be false / fabricated/ bogus, the bidder
will be disqualified, blacklisted, action will be initiated as deemed fit and the Bid Security will be
forfeited.
General Conditions of Bidding:
11
1. Authentication of Bid
The original and all copies of the bid shall be typed. The original/copies shall be signed by the
Bidder or a person or persons duly authorized to bind the Bidder to the contract. A letter of
authorization shall be supported by a written power of attorney accompanying the bid. All pages
of the bid, except for un-amended printed literature, shall be signed and stamped by the person
or persons signing the bid.

2. Validation of Interlineations in Bid

The bid shall contain no interlineations, erasures or overwriting except as necessary to correct
errors made by the BIDDER, in which case such corrections shall be counter signed by the person
or persons signing the bid.

3. Modification and Withdrawal of bids

i) No bid can be modified subsequent to the deadline for submission of bids.
ii) No bid can be withdrawn in the interval between the deadline for submission of bids and
the expiration of the period of bid validity. Withdrawal of a bid during this interval will result
in the forfeiture of its bid security (EMD).

4. Force Majeure
a. The Bidder shall not be liable for forfeiture of its performance security, liquidated damages,
or termination for default if and to the extent that its delay in performance or other failure
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 to perform its obligations under the Contract is the result of an event of Force Majeure.
b. If a Force Majeure situation arises, the Bidder/bidder shall promptly notify the TSTS in
writing of such condition and the cause thereof. Unless otherwise directed by the TSTS /
User Dept. in writing, the Bidder/bidder shall continue to perform its obligations under the
Contract as far as is reasonably practical, and shall seek all reasonable alternative means
for performance not prevented by the Force Majeure event.
5. Termination of Contract
User Dept. may terminate this contract in whole or in part by giving the Bidder prior and written
notice under the following circumstances. The Bidder (or the implementation agency’s Team) is in
a position of actual conflict of interest with the interests of User Dept. in relation to any of terms of
the implementation agency’s bid, the tender or this Contract
6. Termination for Default:
The Police Department may at any time terminate the Contract by giving 30 days written notice to
the implementation agency without compensation to the implementation agency in the event of
changes in the technology, and on any other unviable conditions.
7. Termination for Insolvency
The CLIENT, Police Department/TSTS may at any time terminate the contract by giving 30 days
written notice to the Bidder, if the bidder becomes bankrupt or otherwise insolvent.
Termination for Convenience

• Both parties can terminate the contract for convenience citing the reasons and giving sufficient
notice period. In case of non-performance Termination, Invoke the Performance Bank
Guarantee and other Guarantees furnished hereunder, enforce the Deed of Indemnity, recover
such other costs/losses and other amounts from the Bidder may have resulted from such default
and pursue such other rights and/or remedies that may be available to User Dept under law.

8. Application of LD
Liquidated damages shall be assessed as per the millstones as per schedule, submission of
deliverables and its acceptance”. The Maximum LD shall be as per rules.

9. Applicable law
The contract shall be interpreted in accordance with appropriate Indian Laws and place of
Jurisdiction shall be at Hyderabad, Telangana State only. In the event of any dispute or differences
arising under these conditions or any special conditions of the contract in connection with this
contract, the same shall be referred to the Prl.Secretary, Information Technology &
Communications, and Government of Telangana for final decision and the same shall be binding
on all parties.

Sd/-
Managing Director, TSTS

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 Formats for Bidding
Bid Letter Form
From:
(Registered name and address of the bidder.)
To:
The Managing Director,
Telangana State Technology Services(TSTS),
2nd Floor, HACA Bhavan
Hyderabad-Pin-500004
Sir,

Having examined the bidding documents, we the undersigned, offer to provide services/execute the works
for the following project in response to your tender call dated .......................
We undertake to provide services/execute the above project or its part assigned to us in conformity with
the said bidding documents for an estimated sum as quoted in Commercial Bid attached herewith. If our
bid is accepted, we undertake to;

1) Provide services/ execute the work according to the terms, conditions & time schedule specified in the
bid document.

2) Obtain the performance guarantee of a bank in accordance with bid requirements for the due
performance of the contract.

3) Agree to abide by the bid conditions, including pre-bid meeting minutes if any, which remain binding
upon us during the entire bid validity period and bid may be accepted any time before the expiration
of that period.

4) We do hereby undertake that in the event of acceptance of our bid, and the work shall be started at
designated places within as per the time lines from the date of Award of Contract.

5) We enclose the complete Bid enclosing all documents / information as required in the tender
document.

6) We agree to abide by our offer for a period of 90 days from the date fixed for opening of the tenders
and that we shall remain bound by a communication of acceptance within that time.

7) We have carefully read and understood the terms and conditions of a tender and the conditions of the
Contract applicable to the tender and we do hereby undertake to the project as per these terms and
conditions.

We understand that you are not bound to accept the lowest or any bid you may receive, nor to give any
reason for the rejection of any bid and that you will not defray any expenses incurred by us in bidding.

Place: Bidder’s signature

Date: and seal.

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 Form – PQ#1 General Information of BIdder
Name of Bidder:
Name of the Project:
# Description Supporting Documents with page nos.
1 Name of the Company
Date of Incorporation (Registration Number &
2
Registering Authority) GST No. & PAN No.
Legal Status of the Company & Nature of
3 Public Ltd Company/ Private/
Business
4 Address of the Registered Office in Telangana

5 Date of Commencement of Business

Name & Designation:
Name & e-mail id, phone number of the
6 Phone:
Contact Person
Email
7 Web-Site
CMMi :
8 Certifications with Validity

Amount:
DD No. & Date
9 EMD details
Name of the Bank:
Valid up to :
Receipt No:
10 Proof of purchase of bid document
Date of purchase:

Place: Bidder’s signature

Date : and seal.

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 Form - PQ#2Financial Turnover Details

Name of Bidder:
Name of the Project:
(All values in Rs. crores)

Total Profit after

Sno Total Turnover Net Worth of
Financial Year Tax
of the Bidder Company

1
2
3

Note:
1. Turnover in areas other than mentioned above shall not be considered for evaluation.
2. Please attach audited Balance Sheets, CA Certificate and IT return statements to confirming the
figures mentioned.

Place: Bidder’s signature

Date : and seal.

------------------------------------------------------------------------------------------------------------------------------------------

Form – PQ#3 Project Experience

Name of Bidder:
Name of the Project:
Supporting Document with
Description of Item
page number
Name of the Client / Department
Contact address & details of the department
Value of the Project
Date of Start and Completion of Work
Description of Work
Service Provider should submit any of the following:
i. PO / Work order
ii. Work completion certificates / Performance Certificate from
client duly signed by the authorized signatory from the Client end.
Enclosures submitted: Yes / No

Place: Bidder’s signature

Date : and seal.

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 Form PQ#4–Manpower Availability& Details

Name of Bidder:
Name of the Project:
Skills & Experience
Proposed
Employee Professional Previous with
# Designation Area of
Name Certification, if Exp. Service
expertise
any Provider

Note: The Service Provider should submit Self-Certification by the authorized signatory.

Place: Bidder Signature

Date : and seal.

---------------------------------------------------------------------------------------------------------------------------------------

Form – PQ#5 Declaration Regarding Clean Track Record

To:
The Managing Director
Telangana State Technology Service,
HACA Bhavan, 2nd Floor,
Hyderabad
Sir,

I have carefully gone through the Terms & Conditions contained in the RFP Document
[No._________________]. I hereby declare that my company has not been debarred/ black listed as on
Bid calling date by any Central or State Government/ Quasi Government Departments or Organizations in
India for non-satisfactory past performance, corrupt, fraudulent or any other unethical business practices.
I hereby also declare that our company is not entangled in Legal Dispute with any State /Central
Government/ PSUs and not having any legal cases pending against us.

I further certify that I am competent officer in my company to make this declaration.

Yours faithfully,
(Signature of the Bidder)
Printed Name
Designation
Seal
Date:

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 Bid Security (EMD) Form
(To be issued by a bank scheduled in India as having at least one branch in Hyderabad)
(To be used for submitting EMD in the form of BG)

File. No: …………………………….....

Project Name: ……………………………….

(To be issued by a bank scheduled in India as having at least one branch in Hyderabad)
Whereas...................................... (Here in after called “the Bidder”) has submitted its bid dated ......(Date).
For the execution of........................ (Here in after called “the Bid”) KNOW ALL MEN by these presents that
WE ................... of ........................ having our registered office at........................ (Here in after called the
“Bank”) are bound unto the (hereinafter called “Managing Director, TSTS, HYDERABAD”) in the sum of
................ for which payment well and truly to be made to the said TSTS itself, its successors and assignees
by these presents.
The conditions of this obligation are:
a. If the bidder withdraws its bid during the period of bid validity or
b. If the bidder , having been notified of the acceptance of its bid by the TSTS during the period of
bid validity:
1) fails or refuses to execute the contract form if required; or
2) fails or refuses to furnish the performance security, in accordance with the bid
requirement;
c. bidder submits fabricated documents
We undertake to pay the above amount upon receipt of its first written demand, without the TSTS
having to substantiate its demand, provided that in its demand the will note that the amount claimed by
it is due to it, owing to the occurrence of one or both of the two conditions, specifying the occurred
condition or conditions.

This guarantee of Rs. ----------will remain in force up to…... and any demand in respect thereof
should reach the Bank not later than the above date.

Place: Signature of the Bank Official

Date : with seal

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 Form TQ#1 - Understanding of the Project& Implementation Methodology

A Brief technical proposal by the bidder on Project Scope, Understanding of the project, technologies
proposed covering the following and other issues related to project:

i. Technology model./Architecture proposed

ii. Application Design & Development model
iii. Features of the Application/Solution
iv. Project Execution plan
v. Integration/Training Plan& Documentation Plan
vi. Security Methodology , Issues and Risks in the implementation of the Project.
vii. Business Continuity Plan/ Team Proposed for the project
viii. Hardware, System software, network bandwidth and other tools required to
implement the proposed solution.
ix. Non-Functional Requirements
x. Exit Management Plan

Place: Bidder’s Signature

Date: with Seal

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 Form C#1 Commercial Proposal Submission Form

To:
The Managing Director,
Telangana State Technology Services
HACA Bhavan, Hyderabad

Dear Sir

We, the undersigned, offer to provide the Service for [Insert title of Assignment] in accordance with your
Request for Proposal dated [Insert Date], and our Technical Proposal.

Our attached Financial Proposal is for the sum of [Insert amount(s) in words and figures].

This amount is inclusive of the Domestic taxes such as --------- (Indicate the amounts against each).
We hereby confirm that the financial proposal is unconditional and we acknowledge that any condition
attached to financial proposal shall result in reject of our financial proposal. Our Financial Proposal shall
be binding upon us subject to the modifications resulting from Contract negotiations, up to expiration of
the validity period of the Proposal.

We understand you are not bound to accept any Proposal you receive.

We remain,

Yours sincerely,

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 Form-C#2: Application Development Cost

Name of Bidder:
Name of the Project:
Unit Rate Total Cost
Particular Qty Taxes
Rs. (incl. taxes) Rs.
Cost towards Design, Development/ Lump
Customization, Integrate and Maintenance of 1 sum
year of Counselling Management Portal (Dhairya
Application) including all related activities towards
Scope of Work.

Lump
Any other Cost << To be specified>>
sum
Grand Total

In Words: _____________________________________________________________

Note:

1. The price quoted in Form C#2 will be considered for Overall evaluation.
2. Prices quoted by the bidder shall be fixed during the bidder’s performance of the contract and not
subject to variation on any account unless otherwise specified in the tender call.
3. All other tasks pertinent to the contract even though may not have been mentioned in the bid
document are assumed to have been included in the work.
4. Deduction of taxes at source will be made as per applicable laws from the payments to be made to the
Service Provider.

Place : Bidder’s signature

Date : and seal.

Form-C#3: Manpower Cost for any additional works

Unit Total Cost per
Particular Qty Rate per Taxes month
Months. (incl. taxes) Rs.
Man-month cost towards Change 02
Management if any Post Go-live.
Total Cost per Year

The above cost is being taken for information purpose and shall not be part of overall evaluation. This cost
shall be used for undertaken Change Management during the project period beyond the specified scope.

Place : Bidder’s signature

Date : and seal.

-------------------------------------------------------------------------------------------------------------------------------

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 Annexure
Scope of Work and Other Information

1. About Women Safety Wing

The Women Safety Wing of Telangana Police is a dedicated unit that focuses on addressing issues
related to women's safety and security in the state of Telangana, India. The wing was established in
2014 with the aim of providing a safe and secure environment for women and girls in the state.
The Women Safety Wing of Telangana Police works towards preventing and investigating crimes against
women, such as domestic violence, sexual harassment, and human trafficking. The unit has a helpline
number that women can call to report any incidents of harassment or violence, and a team of specially
trained officers responds promptly to these calls.

2. About Dhairya Application:

The objective of the portal is to handle the Domestic Violence issues
The police department has taken a strategic decision for development of counseling management
portal- Dhairya Application. The counseling management portal is a software platform that will allow
counselors to manage their clients and appointments efficiently. The portal provides a centralized
location where counselors can manage client information, scheduling, and communications.
Some key features of a counseling management portal :
1. Centre Management:
Creating various types of centres and assigning functionalities based on their role.
2. Client Management:
The Application should be able to manage client records efficiently, including personal details,
session notes, and appointment history.
3. Scheduling:
The Application should allow for easy scheduling of appointments, with the ability to view
availability and schedule sessions for multiple counsellors at once. Allow counselors to schedule &
reschedule appointments, send reminders to clients, and manage their availability
4. Online and Offline Counseling:
a. The software should provide seamless integration with online video conferencing platforms, such
as Zoom, to allow counsellors to conduct sessions with their clients remotely.
b. It should also support offline physical counselling.
5. Telephony Integration:
a. The software should have an integrated telephony system to enable counsellors to communicate
with clients via phone, text, WhatsApp, or other communication channels.
b. The client will provide API to its Telephony System so that the same can be integrated into the
portal.

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6. Data Security:
The software should provide robust data security to ensure that client information is protected at
all times. User access should have multiple levels of checks and balances.
7. Reporting and Analytics:
The software should provide counsellors and management with easy access to reports and
analytics to track client progress, appointment history, and other metrics.
8. Customization:
The software should allow for some customization to meet future expansion needs, such as
adding custom fields and forms.
9. User-Friendly Interface:
The software should have an intuitive interface that is easy to use, even for those with limited
technical skills.
10. Mobile Responsive
Some modules of the portal should be mobile responsive and should work on multiple devices
and browsers. These include “Session Update” Module, Calendar, Chat, etc.
11. WhatsApp Integration:
The software should allow for integration with WhatsApp to enable counsellors to communicate
with clients via WhatsApp.
12. SMS Integration:
The software should allow for integration with SMS gateways to enable counsellors to send
appointment reminders and other messages to clients via SMS.
13. Zoom/Google Meet/Teams Integration:
a. The software should provide seamless integration with Zoom/Meet/Teams to allow counsellors to
conduct online counselling sessions with their clients via Video.
14. Referral Management:
a. The software should have a referral management system in place to enable counsellors to refer
clients to support centers when needed.
b. This feature should allow counsellors to easily refer clients to other centers.
15. Forum Functionalities:
The software should have a forum feature that allows clients to access expert opinions and advice
from other clients and counsellors. This feature should also allow clients to ask questions and
share their experiences. Should allow Counsellors and Front Desk Executives to post their queries
that can be answered by experts.
16. Internal Chat Engine:

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 The software should have an internal chat engine that enables counsellors to communicate with
each other and management in real-time. This feature should allow counsellors to share
information, discuss cases, and collaborate on treatment plans.
17. Data analytics:
The portal would use data analytics to help counsellors track their performance, identify trends in
client needs, and improve their practice. It will also provide centre wise performance reports.
18. Other functionalities as required by WSW dept.

3. Compliant Receiving Application Process Flowchart

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Roles & Hierarchy:

4. SMS/eMail Notifications
Upon successful registration, an unique grievance ID to be generated. Based on that unique ID, citizen
should receive periodic/status update notifications through SMS/eMail/both.
Department Officers should also get periodic reminders on pendency of the complaint.
5. OS compatibility for Mobile application
The proposed application must be compatible for Mobile viewing in Android& iOS operating systems.
6. IMPLEMENTATION APPROACH
Bidder shall have the overall responsibility for development, customization, integration, testing and
rollout and maintenance of Application including the Database. It is proposed that Solution shall be
designed, developed and implemented which should support any Database/OS/UI/ etc. The infrastructure
available with WSW Dept (or) SDC, will be used wherever required.
7. Type of Dashboard / MIS reports
The Portal should provide dashboard with statistics various parameters for WSW Dept to analyse the
nature of complaints received, no. of complaints, Addressed & Cleared, Pendency etc.
The details of MIS reports required shall be shared with identified Service Provider.
8. List of Applications to be integrated with portal
Dial 100,She Teams,Any other application as required by WSW

9. Estimated No. of Users simultaneously accessing the portal

200 to 300 nos (WPS staff, CDEW staff, Sakhi staff, Counsellors, volunteers and WSW staff)
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10. Minimum Technical Manpower to be deployed at WSW
2 Support Technical persons from identified Service provider.
11. Hosting Infrastructure
The required IT Infrastructure for hosting the application & DB shall be provided by WSW. The
identified Service provider should indicate the IT H/w, S/w, Licenses etc ., required for their solution in
their Technical bid for the WSW to arrange for the same. It is open for the bidders to propose solution
using any data base. It is recommended that the bidder uses opensource databases like My
SQL/Postgre SQL/or any other systems subject to the condition that the SLAs are met.
12. Project Deliverables
The following shall be the deliverables of the Service Provider:
• Source code, customized code and configurations.
• Training the department officials and other stakeholders on the use of software.
• Monthly Project Progress Report.
• SRS/SDD/Test reports
• User manual & Training Manual in English and various manuals including Systems Administration
Manuals, Installation Manuals, Operational Manuals and Maintenance Manuals.
• Installation Manuals/Operational Manuals/ Maintenance Manuals
● Resolving effectively and within the stipulated time frame, all complaints related to the functioning
of the devices/software through a well-managed call center and service center.
● Software Testing Documentation (including details of defects/bugs/errors and their resolution).
● Internal Review and testing documents.
• Exit management plan.
13. Service Level Agreement
Service Specification Time Frame

Dysfunction in the software affecting

seriously the services /transactions They have to be resolved within 6 hours
would be termed as Level I Software from the time of reporting the issue
Software Issues
Functionality
Dysfunction in the software affecting
marginally/ partially the business They have to be resolved within 24 hours
transactions would be termed as Level from the time of reporting the issue.
II Software Issues
Security incidents such as virus attack,
denial of service attack, data theft etc. In case of such an occurrence, immediate
must be guarded against. Such threats steps have to be taken to control the
affecting seriously the business damage and to secure the system within
Security transactions would be termed as Level 6 hours of reporting the issue
Management I security issues.
Security breaches not seriously
affecting the business transactions Level II Security Issues have to be sorted
would be termed as Level II Security out within 24 hours of reporting
Issues

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 a. If the software is not operational according to the SLA, the non-mere occurrence of a Level 1
dysfunctional issue, a penalty of Rs.10,000/- would be imposed. If the issue is not resolved within
the prescribed time frame, a further penalty of Rs. 5,000/- would be imposed for every additional
hour. For Level II issues Rs. 5,000/- for every additional day after the expiry of the prescribed time
frame is charged.
b. In security management, every occurrence of Level I security issues would attract a penalty of Rs.
10,000/-. If the issue is not resolved within the prescribed time frame, a further penalty of Rs.
5,000/- would be imposed for every additional hour. In Level II, a fine of Rs. 5,000/- for every hour
over and above the prescribed time frame, if the issue remains unresolved.
A. Uptime Calculation:
System Service uptime: {[(Actual Uptime in Hours + Scheduled Downtime in Hours) / Total No. of
Hours in a month] x 100}
Measurement of Service Level Parameter:
a. The service level would be defined in the number of days calculated from the date and time of
logging the call/raising the request with the Service Provider. The penalty would be calculated
quarterly and would be adjusted from the quarterly payment. The penalty per day is Rs. 1,000.
b. If the System goes down because of reasons other than those envisaged under the force majeure
clause, one day’s charges shall be deducted for every hour of downtime from the bidder’s claim.
If the call Centre remains unserviceable for a continuous period of 8 hours, then no payment shall
be made for services during the 6 days ending on that day.
B. Downtime
Down Time is defined as the time during which the systems and/or services running on it are not
available or are deemed to be not available to the users in part or full due to any non – functioning,
repairs / problems etc. The penalty for downtime will be counted from the time problem is reported
to the bidder electronically or telephonically or by such other means till problem is solved / rectified
to the satisfaction of user. Penalty shall be applicable once the admissible down time is crossed.
The admissible down time for Services running on Servers: maximum 12 hours calculated over a
period of three months.

Note:
1. Maximum down time in a day will be equal to run time even if system is down for 24 hrs. ie., if Service is
down from 9 am to 9 am (next day) the total down time will be 8 hrs. (10 AM to 6 PM) and not 24 hrs.
2. In case of intermittent failures and repetitive problems due to improper diagnosis or repair, the system, will
be treated as continuously down from the time of first fault reporting.

14. Definitions of Service Level Agreements (SLA) and Penalties:

Depending on the criticality and severity of calls, Service Levels are defined as follows:
Query Complexity Definitions:
a) Minor Queries - Involves writing of queries to extract data from single table and
present the data in readable format

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 b) Major Queries - Involves writing of queries to extract data by combing/joining two
or more tables and present the data in readable format
c) Complex Queries - Involves writing of queries where the data extraction involves more
than one major queries and present the data in readable format
Severity Levels Definitions:
1. Severity 4 (S4) - Major impact problem affecting the business. System function
down or problem occurs with a frequency that severely impacts normal affiliate or Dept Business
operations with respect to Social Audit. Failure of critical software component. Multiple
customers or Dept operations are affected.
2. Severity 3 (S3) - High impact problem effecting one or more business functions.
3. Degraded function of system or failure of non-critical process.
4. Severity 2 (S2) - Moderate impact with minimal impact to customer. Bypass or
alternate functions allows job to be performed.
5. Severity 1(S1) - Low impact problem or cosmetic issue that does not affect
functionality as designed or impact business operations with respect to Social Audit.
Service Level Target:
Following table defines Service Level Targets for Trouble Shooting Response and Resolution time.
Severity Response Resolution Calculation
Level Time Time Window
S4 10 min 30 min Monthly
S3 15 min 20 min Monthly
S2 20 min 30 min Monthly
S1 20 min 40 min Monthly
For enhancement/Modification and Query Response, the service level targets would be as under:

Response Resolution Calculation

Severity Level
Time Time Window
S1& Complex Query 1 day 4 days
S2& Major Query 1 day 3 days
Monthly
S3& Major Query 1 Hrs 2 days
S4& Minor Query 30 min 1 day

Service Level Compliance:

Required Compliance Level

Severity Level
Response time Resolution time
S4 97% 98%
S3 96% 97%
S2 94% 96%
S1 94% 96%

Measurement Metrics :

Actual Response and Resolution time will be measured as follows:

Calls attended within stipulated response time

Response time (%) = ------------------------------------------------------------- X 100
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 Total number of calls received in the month
Resolution time (%) = Calls closed within stipulated resolution time
----------------------------------------------------------- X 100
Total number of calls received in the month

Coverage Minimum Measurement &

SLA Critical Service Penalty
Hours Performance Reporting
Application/System
Services Availability Target
availability monthly --- Based on 99.7% Measure Daily Rs.1000/-
minutes count per month 24x7x365 Report - monthly per hour.
measured daily
Guaranteed availability yearly 99.7%
Measure Daily Rs.1000/-
Database uptime 24x7 99.7%
Report-weekly per hour
15. Penalties:
• For delay in deployment of Application /System and making it Go-live—1% of Application Cost for
every week delayed.

• The total deduction should not exceed 10% of the Project value.

• 2 consecutive quarterly deductions of more than 10% of the Project cost on account of any
reasons will be deemed to be an event of default and termination.

• The certifications would be obtained by the service provider latest by end of third Quarter of the
Operations phase failing which the subsequent Quarterly Charges will deferred till the
certifications is obtained.

Penalty Calculation:

1. Actual vs targeted compliance level for each of the respective service areas will be measured
separately in every month. Monthly shortfall in achieving SLA compliance, if any, for the respective
service areas shall be aggregated for the quarter.

2. Penalty for the quarter will be calculated as :

Penalty amount = Penalty (%) x Total services Cost for the quarter.

3. Applicable Penalty (%) would be as under:

Shortfall in Target/
Penalty(%)
Compliance by SLA
<= 1 % 1
> 1% and <= 3 % 3
> 3% and <= 5 % 5
> 5% and <= 6 % 6
> 6% and <= 8 % 8
> 8% and <= 10 % 10
4. Any issues related Application should be attended & resolved within 2 hours from time of reporting.
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 5. Downtime of services on holidays or scheduled downtime will not be considered for calculation of
uptime and penalty. Failure to upgrade framework as per the milestones penalty of 1% of price
quoted for up gradation activity will be levied.

Department has right to terminate the services of the service provider if the SLAs are not met

16. Change Request

Any work which has not been specifically mentioned in the scope of work or the finalized SRS document.
17. Confidentiality and Intellectual Property Rights (IPR)
A. Confidentiality
● The successful bidder must maintain absolute confidentiality of the documents/ maps/ tools
collected in any form including electronic media and any other data/information provided to him
for the execution of the work.
● The bidder should not use the Project data for any purpose other than the scope of work specified
in the document and added/ amended before signing the contract.
● Bidder shall not disclose to any one, any information marked as confidential and communicated or
made available or accessible by the firm during execution of the work.
B. Use of documents and Information
● Disclosure to any such employed person shall be made in confidence and shall extend only as far
as may be necessary for purposes of such performance.
● The bidder shall not, without prior written consent of Police Department /TSTS, make use of any
document or information made available for the project, except for purposes of performing the
Contract.
● The Service Provider will have to submit customised source code required documentations to
designated team in Police Department will have full rights over the customised source code and
IPR shall belong to the client, Police Department and Service Provider will not possess any rights.
On changes in the source code or documentation the Service Provider will have to provide source
code / documentation to department from time to time.
18. Terms of Payment for Cost of Audit
The Police department shall bear costs of any audits and inspections on the application, and server side.
-o0o-

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