RFP Part - I AP Urban Meeseva Project

RFP for Urban MeeSeva Centre Oct.
2015 (Part – I)
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
Page 1 of 69
RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
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extent required for submitting bid and such information may not be published,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: dir_eseva@ap.gov.in
Director, ESD (Mee Seva), AP
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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: dir_eseva@ap.gov.in
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 27.10.2015, 02-00 PM
request
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.
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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.
eSeva NETWORK
............ 3rd Tier
Departmental ( Govt.. Depart. )
Leased Line
Servers
Sn
S1
ISDN
C
e Firewall
INTERNET
n Leased Line
Router Pool
t ISDN
r LAN-1
a
l 2nd Tier
LAN 3 LAN 2
S
Web Apln
i
t NMS Servers
e
Web DB
Server Servers
Leased Line DOT Exchange Leased Line 1st Tier

( ICSC Locations )
ISDN ISDN ICSC location- 18

ICSC location-1
Router Card printer

Router
Counter
Counter
Terminals
Terminals
With
Printers
…. …. With
Printers
Kiosk Kiosk
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.
Page 25 of 69
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.
Page 26 of 69
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,
Page 27 of 69
DRS and Networking are adequately met, in view of the huge legal
responsibility in providing secure and efficient services to the citizens.
Page 28 of 69
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 12 th 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.
Page 31 of 69
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
Page 32 of 69
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.
Page 33 of 69
G. ANNEXURES
Page 34 of 69
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)
Page 35 of 69
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
Page 36 of 69
Annexure II-List of Services (G2C and B2C) presently being provided by

MeeSeva
List of G2CServices
Dept
S.No Service Name
S.No
Department
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
MANUFACTURING RESPONSIBLE PERSON
15 14 AGRICULTURE 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
RETAIL DEALER INCLUSION OF IMPORTED
20 19 AGRICULTURE PRODUCTS
RETAIL DEALER RESPONSIBLE PERSON
RETAIL DEALER SALE POINT ADDRESS
22 21 AGRICULTURE 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
WHOLESALE DEALER INCLUSION OF
32 31 AGRICULTURE IMPORTED PRODUCTS
33 32 AGRICULTURE WHOLESALE DEALER RENEWAL
Page 37 of 69
WHOLESALE DEALER RESPONSIBLE PERSON

WHOLESALE DEALER SALE POINT ADDRESS
35 34 AGRICULTURE 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
RATION CARD MODIFICATIONS (EPDS
49 12 CIVIL SUPPLIES INTEGRATION)
50 13 CIVIL SUPPLIES RATION CARD TRANSFER
51 14 CIVIL SUPPLIES SURRENDER OF RATION CARD
COLLEGIATE APPLICATION FOR ADMISSION INTO
52 1 EDUCATION COLLEGES
COLLEGIATE
53 2 EDUCATION BONAFIDE CERTIFICATE
COLLEGIATE
54 3 EDUCATION CONDUCT CERTIFICATE
COLLEGIATE
55 4 EDUCATION TRANSFER CERTIFICATE
DEPARTMENT OF
56 1 CO-OPERATION AMENDMENT OF BYE LAWS
DEPARTMENT OF
57 2 CO-OPERATION CO OPERATIVE SOCIETY REGISTRATION
DEPARTMENT OF CONVERSION OF REGISTERED COOPERATIVE
58 3 CO-OPERATION SOCIETY TO 1995 ACTS
DEPARTMENT OF
59 4 CO-OPERATION ISSUANCE OF REGISTRATION CERTIFICATE
DEPARTMENT OF
60 5 CO-OPERATION ISSUE OF CERTIFIED COPY OF BYE LAW
DIRECTORATE
OF MEDICAL GENERAL NURSING AND MIDWIFERY ISSUE
61 1 EDUCATION OF MARK MEMO (I/II/III YR.)
DIRECTORATE
OF MEDICAL
62 2 EDUCATION ISSUE OF DIPLOMA CERTIFICATE
Page 38 of 69
DIRECTORATE
OF MEDICAL
63 3 EDUCATION ISSUE OF DUPLICATE MARKS MEMO
DIRECTORATE
OF MEDICAL
64 4 EDUCATION MARKS MEMO FOR INTERNSHIP
DIRECTORATE
OF MEDICAL
65 5 EDUCATION RECOUNTING /RE-VERIFICATION OF MARKS
DRUGS GRANT OF LICENSE FOR RETAIL &
66 1 CONTROL WHOLESALE MEDICAL SHOPS
DRUGS PROCESSING OF APPLICATIONS FOR
67 2 CONTROL CHANGES IN EXISTING LICENSES
DRUGS RENEWAL OF LICENSES FOR RETAIL &
68 3 CONTROL WHOLESALE MEDICAL SHOPS
69 1 EDUCATION APPLICATION FOR AGE CERTIFICATE
APPLICATION FOR DUPLICATE MEMORANDUM
70 2 EDUCATION OF MARKS
71 3 EDUCATION APPLICATION FOR MIGRATION CERTIFICATE
72 4 EDUCATION APPLICATION FOR RE-COUNTING OF MARKS
APPLICATION FOR CHANGE OF DETAILS
73 1 ELECTION (FORM -8)
APPLICATION FOR OBJECTION/ DELETION OF
74 2 ELECTION 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
INCLUSION OF NAME IN THE ELECTORAL
78 6 ELECTION ROLLS (FORM-6)
79 7 ELECTION ISSUE OF EPIC CARD
SRI DURGA MALLESWARA SEVA TICKET
80 1 ENDOWMENT BOOKING
SRI VARAHA LAKSHMI NARASIMHA
81 2 ENDOWMENT S.D.,SIMHACHALAM,VISAKHAPATNAM
SRI VARAHA LAKSHMI NARASIMHA
S.D.,SIMHACHALAM,VISAKHAPATNAM ROOM
82 3 ENDOWMENT BOOKING
SRI VEERA VENKATA SATYANARAYANA
83 4 ENDOWMENT S.D.ANNAVARAM, E.GODAVARI DT
SRI VEERA VENKATA SATYANARAYANA SWAMY
84 5 ENDOWMENT ROOM BOOKING
SRI VENKATESWARA SWAMY SEVA TICKET
BOOKING (DWARAKA TIRUMALA,WEST
85 6 ENDOWMENT GODAVARI)
SRI VENKATESWARA SWAMY TEMPLE ROOM
86 7 ENDOWMENT BOOKING (DWARAKA TIRUMALA, W.G)
Page 39 of 69
87 1 EPDCL CATEGORY CHANGE - EPDCL

88 2 EPDCL LOAD CHANGE- EPDCL
89 3 EPDCL NAME CHANGE -EPDCL
NEW CONNECTION - 6A – STREET LIGHTS -
90 4 EPDCL EPDCL
NEW CONNECTION - 6B – PUBLIC WATER
91 5 EPDCL WORKS -EPDCL
NEW CONNECTION - GENERAL PURPOSE -
92 6 EPDCL EPDCL
NEW CONNECTION - RELIGIOUS PLACES
(TEMPLES, CHURCH, MOSQUE,
93 7 EPDCL GOVT.SCHOOLS ETC.) - EPDCL
94 8 EPDCL NEW CONNECTION COMMERCIAL -EPDCL
NEW CONNECTION COMMERCIAL-
95 9 EPDCL HOARDINGS-EPDCL
96 10 EPDCL NEW CONNECTION DOMESTIC -EPDCL
AMENDMENTS IN MAN POWER /HORSE
97 1 FACTORY 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
A. PROVISIONAL APPLICATION FOR FRESH
102 1 FISHERIES WATER AQUACULTURE FARM REGISTRATION
B. FINAL REGISTRATION OF NEW FRESH
103 2 FISHERIES WATER AQUACULTURE FARM
COMPLIANCE FORM FOR LICENSE
104 3 FISHERIES APPLICATION
EXISTING FRESH WATER AQUACULTURE
105 4 FISHERIES FARM APPLICATION
106 5 FISHERIES RENEWAL OF LICENSE APPLICATION
FEE PAYMENT FOR RECRUITMENT OF ASST.
107 1 HEALTH CARE PROFESSORS
108 2 HEALTH CARE PERMISSION FOR SCANNING CENTER
INDUSTRIES &
109 1 COMMERCE CLEANER PRODUCTION MEASURES
INDUSTRIES &
110 2 COMMERCE INVESTMENT SUBSIDY
INDUSTRIES &
111 3 COMMERCE ISO/BIS CERTIFICATION
INDUSTRIES &
112 4 COMMERCE PAVALA VADDI
INDUSTRIES &
113 5 COMMERCE POWER COST REIMBURSEMENT
INDUSTRIES &
114 6 COMMERCE SALES TAX REIMBURSEMENT
Page 40 of 69
INDUSTRIES &
115 7 COMMERCE SKILLS UPGRADATION
INDUSTRIES & STAMP DUTY/LAND COST/LAND CONVERSION
116 8 COMMERCE CHARGES/MORTGAGE DUTY
INTERMEDIATE
117 1 EDUCATION DUPLICATE MARKS MEMO
INTERMEDIATE
118 2 EDUCATION MIGRATION CERTIFICATE
INTERMEDIATE
119 3 EDUCATION RECOUNTING/RE-VERIFICATION OF MARKS
INTERMEDIATE RECOUNTING/RE-VERIFICATION OF
120 4 EDUCATION 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
ITC POLICY 14-20 SANCTION OF INCENTIVES
127 7 ITC APPLICATION
128 8 ITC RECRUITMENT ASSISTANCE
129 9 ITC REIMBURSEMENT OF PATENT FILING COST
REIMBURSEMENT OF QUALITY
130 10 ITC CERTIFICATION EXPENDITURE
SPECIFIC INCENTIVES FOR SC/ST/WOMEN
131 11 ITC ENTREPRENEURS
TIER II/III LOCATION ANCHOR COMPANY
132 12 ITC INCENTIVE
APPLICATION FOR INTEGRATED
REGISTRATION OF ESTABLISHMENT UNDER
133 1 LABOUR LABOUR LAWS
APPLICATION FOR REGISTRATION OF SHOP /
134 2 LABOUR ESTABLISHMENT
APPLICATION FOR REGISTRATION/RENEWAL
135 3 LABOUR OF SHOP/ESTABLISHMENT
APPLICATION FOR RENEWAL OF
136 4 LABOUR REGISTRATION CERTIFICATE
REGISTRATION /RENEWAL OF CONTRACTORS
137 5 LABOUR LICENSE
REGISTRATION FOR UNORGANISED
138 6 LABOUR WORKER/TRANSPORT DRIVER
LEGAL
139 1 METROLOGY ALTERATION IN MANUFACTURING LICENCE
LEGAL ALTERATION IN REGISTRATION OF
140 2 METROLOGY MANUFACTURER/PACKER
Page 41 of 69
LEGAL
141 3 METROLOGY ALTERATION IN REPAIRING LICENCE
LEGAL
142 4 METROLOGY ALTERATION OF LICENSES
APPEAL AGAINST THE ORDER OF
LEGAL INSPECTOR/ASST CONTROLLER/DEPUTY
143 5 METROLOGY CONTROLLER
LEGAL APPEAL TO GOVT AGAINST ORDER OF
144 6 METROLOGY CONTROLLER
LEGAL APPLICATION FOR GRANT/RENEWAL OF
145 7 METROLOGY DEALER LICENSE
146 8 METROLOGY MANUFACTURING LICENSE
147 9 METROLOGY REPAIRING LICENSE
LEGAL
148 10 METROLOGY CONDUCT TEST OF FRESH SAMPLES
LEGAL
149 11 METROLOGY DUPLICATE VERIFICATION OF LICENSE
LEGAL
150 12 METROLOGY ISSUE OF DUPLICATE LICENSES
LEGAL REGISTRATION AS
151 13 METROLOGY MANUFACTURER/PACKER/IMPORTER
LEGAL
152 14 METROLOGY SKILLED WORKER CERTIFICATE
MINES AND
153 1 GEOLOGY ANNUAL FEE PAYMENT FOR LEASE
MINES AND
154 2 GEOLOGY GENERATETRANSIT FORMS
MINES AND
155 3 GEOLOGY GRANITE QUARRY LEASE
MINES AND
156 4 GEOLOGY MARBLE QUARRY LEASE
MINES AND
157 5 GEOLOGY MINERAL DEALER LICENSE
MINES AND
158 6 GEOLOGY MINING LEASE
MINES AND
159 7 GEOLOGY OTHER QUARRY LEASE
MINES AND
160 8 GEOLOGY PROSPECTING LICENSE
MINES AND
161 9 GEOLOGY RECONNAISSANCE PERMIT
MINES AND
162 10 GEOLOGY REQUEST FOR MINERAL PERMIT
Page 42 of 69
MINES AND
163 11 GEOLOGY UPDATE DISPATCH DETAILS
MINES AND
164 12 GEOLOGY UPDATE PRODUCTION DISPATCH
C C OF PROCEEDINGS REGARDING
MINORITY APPOINTMENT OF MANAGEMENT
165 1 WELFARE COMMITTEES
MINORITY C C OF PROCEEDINGS REGARDING
166 2 WELFARE APPOINTMENT OF MUTHAWALLIES
MINORITY C C OF MUNTAKHABS, REGISTERED U/S.36
167 3 WELFARE OF WAQF ACT 1995
MINORITY C C OF SERVICE RENDERING CERTIFICATES
168 4 WELFARE FOR CASH GRANTS
MINORITY
169 5 WELFARE ISSUE OF MARRIAGE LICENSE TO PASTORS
MINORITY
170 6 WELFARE MINORITY STATUS CERTIFICATE
MUNICIPAL
171 1 ADMINISTRATION APPLICATION FOR FEE PAYMENT
MUNICIPAL
172 2 ADMINISTRATION APPLYING FOR TRADE LICENSE
MUNICIPAL
173 3 ADMINISTRATION BIRTH CERTIFICATE - CDMA
MUNICIPAL
174 4 ADMINISTRATION BUILDING PENALIZATION SCHEME
MUNICIPAL
175 5 ADMINISTRATION BUILDING PERMISSIONS
MUNICIPAL
176 6 ADMINISTRATION CHILD NAME INCLUSION - CDMA
MUNICIPAL
177 7 ADMINISTRATION CORRECTIONS IN BIRTH CERTIFICATE - CDMA
MUNICIPAL CORRECTIONS IN DEATH CERTIFICATE -
178 8 ADMINISTRATION CDMA
MUNICIPAL
179 9 ADMINISTRATION DEATH CERTIFICATE - CDMA
MUNICIPAL
180 10 ADMINISTRATION EXEMPTION REQUEST
MUNICIPAL
181 11 ADMINISTRATION NEW ASSESSMENT REQUEST
MUNICIPAL NON AVAILABILITY BIRTH APPLICATION -
MUNICIPAL NON AVAILABILITY DEATH APPLICATION -
MUNICIPAL
184 14 ADMINISTRATION PERMISSION FOR WATER CONNECTIONS
Page 43 of 69
MUNICIPAL
185 15 ADMINISTRATION SUB-DIVISION REQUEST
MUNICIPAL
186 16 ADMINISTRATION TRANSFER OF TITLE DEEDS
MUNICIPAL
187 17 ADMINISTRATION VACANCY REMISSION
188 1 POLICE FRESH LICENSES / RENEWAL - POLICE
189 2 POLICE ISSUANCE OF CERTIFICATES - POLICE
MISSING / LOST DOCUMENTS / ARTICLES -
190 3 POLICE POLICE
PERMISSION FOR EVENT BANDHOBUST -
191 4 POLICE POLICE
REGISTRATION
192 1 and STAMPS AMENDMENT OF SOCIETY
REGISTRATION
193 2 and STAMPS CERTIFIED COPY OF BYE LAW OF SOCIETIES
REGISTRATION
194 3 and STAMPS CERTIFIED COPY OF FIRM REGISTRATION
REGISTRATION CERTIFIED COPY OF REGISTRATION
195 4 and STAMPS DOCUMENT
REGISTRATION
196 5 and STAMPS CERTIFIED COPY OF SOCIETY REGISTRATION
REGISTRATION
197 6 and STAMPS CHANGE IN CONSTITUTION FIRM
REGISTRATION
198 7 and STAMPS ENCUMBRANCE CERTIFICATE
REGISTRATION
199 8 and STAMPS FIRM NAME CHANGE
REGISTRATION
200 9 and STAMPS HINDU MARRIAGE CERTIFICATE
REGISTRATION PRE-REGISTRATION - DATA ENTRY AND SLOT
201 10 and STAMPS BOOKING
202 11 and STAMPS BOOKING(AGRICULTURE)
203 12 and STAMPS BOOKING(FLAT)
204 13 and STAMPS BOOKING(PLOT)
REGISTRATION
205 14 and STAMPS REGISTRATION OF FIRMS
REGISTRATION
206 15 and STAMPS REGISTRATION OF SOCIETY
REGISTRATION
207 16 and STAMPS SLOT BOOKING FOR REGISTRATION
REGISTRATION
208 17 and STAMPS SUBMISSION OF APPEAL
Page 44 of 69
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
DUPLICATE COPY OF CERTIFICATE -
222 14 REVENUE INTEGRATED
DUPLICATE COPY OF CERTIFICATE -
223 15 REVENUE 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
ISES SERVICES - INCOME FEE
236 28 REVENUE 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)
ISSUE OF NOC FOR STORING OF PETROLEUM
242 34 REVENUE PRODUCTS
ISSUE OF OCCUPANCY RIGHTS CERT FOR
243 35 REVENUE INAM LANDS
ISSUE OF SMALL AND MARGINAL FARMER
244 36 REVENUE CERTIFICATE
245 37 REVENUE ISSUE OF TONCH MAP
246 38 REVENUE LAND CONVERSION
247 39 REVENUE LATE REGISTRATION OF BIRTH
Page 45 of 69
248 40 REVENUE LATE REGISTRATION OF DEATH

249 41 REVENUE LOAN ELIGIBILITY CARD
LOCAL CANDIDATE CERTIFICATE FOR
250 42 REVENUE 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
PERMISSION FOR DIGGING AGRI/DRINKING
262 54 REVENUE 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
REGULARIZATION OF ENCROACHMENT IN
267 59 REVENUE 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
SETHWAR / SUPPLEMENTARY
275 67 REVENUE 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
RURAL
281 1 DEVELOPMENT NTR-BHAROSHA SSP PAYMENTS
RURAL
282 2 DEVELOPMENT REQUEST FOR AIDS & APPLIANCES
RURAL
283 3 DEVELOPMENT REQUEST FOR SADAREM CERTIFICATE
RURAL
284 4 DEVELOPMENT SAND ORDER PLACEMENT
Page 46 of 69
SCHOOL
285 1 EDUCATION CORRECTION OF SSC CERTIFICATE
SCHOOL
286 2 EDUCATION SCHOOL REGISTRATION
SOCIAL
WELFARE APPLICATION FOR STUDENT SCHOLARSHIP
287 1 DEPARTMENT (RENEWAL)
SOCIAL
WELFARE APPLICATION FOR STUDENT
288 2 DEPARTMENT SCHOLARSHIP(FRESH)
SOCIAL
WELFARE
289 3 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
NEW CONNECTION - 6A – STREET LIGHTS -
294 5 SPDCL SPDCL
NEW CONNECTION - 6B – PUBLIC WATER
295 6 SPDCL WORKS - SPDCL
NEW CONNECTION - GENERAL PURPOSE -
296 7 SPDCL SPDCL
NEW CONNECTION - RELIGIOUS PLACES
(TEMPLES, CHURCH, MOSQUE,
297 8 SPDCL GOVT.SCHOOLS ETC.) - SPDCL
298 9 SPDCL NEW CONNECTION COMMERCIAL -SPDCL
NEW CONNECTION COMMERCIAL-
299 10SPDCL HOARDINGS-SPDCL
300 11SPDCL NEW CONNECTION DOMESTIC -SPDCL
301 1SSLR F.M.B COPY
302 2SSLR F-LINE PETITIONS
303 3SSLR SUB DIVISION PATTA
304 4SSLR VILLAGE MAP COPY
TECHNICAL
305 1 EDUCATION APPLICATION FOR INTERIM CERTIFICATE
TECHNICAL APPLICATION FOR MIGRATION
306 2 EDUCATION CERTIFICATE(TECHNICAL EDUCATION)
TECHNICAL
307 3 EDUCATION DUPLICATE MARKS MEMO
TECHNICAL
308 4 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
WOMEN AND ANGANWADI WORKERS RECRUITMENT
313 1 CHILD WELFARE SERVICE
Page 47 of 69
List of B2C Services

Department Service Description Service type Status
S.No Description
BSNL Service Bsnl Bill Payment Regular service Available
1
Department of Tax Collection (No Data Regular service Available
2 Commercial Taxes - With/Without Tax No)
Department of Vat/Tot Collection Regular service Available

3 Commercial Taxes
Tata Tele Services Tata Tele Services Ltd Regular service Available
4 Ltd
Regional Transport Vehicle Qtly Tax(With Regular service Available
5 Authority Permit)
Regional Transport New Vehicle Life Tax Regular service Available

6 Authority
Regional Transport New Vehicle Quarterly Regular service Available

7 Authority Tax
Regional Transport Driving License Slot Regular service Available

8 Authority Booking
Regional Transport Learning License Slot Regular service Available

9 Authority Booking
Board of Intermediate Second Seasonal Available

10 Intermediate Year Marks service
Education
Board of Intermediate First Year Seasonal Available
11 Intermediate Marks service
Education
Board of Vocational First Year Seasonal Available
12 Intermediate Marks service
Education
Board of Intermediate Second Seasonal Available
13 Intermediate Year Marks service
Education
Board of Intermediate Vocational Seasonal Available
14 Intermediate Second Year Marks service
Education
AirTel Bill Payment(Airtel) Regular service Available
15
Page 48 of 69
AirTel Land Line Bill Payment(Airtel Land Regular service Available

16 Line)
Police Department Traffic Challan Regular service Available
17 Payments
Police Department Red Light Challan Regular service Available

18 Payments
Police Department VIJAYAWADA TRAFFIC Regular service Available

19 CHALLAN PAYMENTS
AP Housing Board Hire Purchase/Sfs Regular service Available

20
Payments
AP Housing Board Miscellaneous Payments Regular service Available
21
IDEA Cellular Bill Payment(Idea) Regular service Available
22 Limited
Western Western Union(Money Regular service Not
23 Union(Money Transfer) Available
Transfer)
Vodafone Bill Payment(Vodafone) Regular service Available
24
The Krishna Dist Sale Of Milk Cards Regular service Available

Milk Producers
25 Coop Ltd
Election Card Epic Duplicate Printing Regular service Available

26
Election Card Epic Correction(Form8) Regular service Available

27
Election Card Epic Correction(Form8a) Regular service Available

28
Election Card EPIC Pvc card Regular service Available

29 printing(25/-)
Recruitment Fee Village Revenue Seasonal Available
Payments(CGG) Assistants service
30
Recruitment Fee Lpcet Allotment Fee- Seasonal Available

Payments(CGG) 2013 Phase Ii service
31
Page 49 of 69
Recruitment Fee LPCET Allotment Fee- Seasonal Available

Payments(CGG) 2013 - SPOT service
32 ADMISSIONS
Recruitment Fee DIETCET Councelling- Seasonal Available

Payments(CGG) 2013 service
33
Recruitment Fee DIETCET ALLOTMENT Seasonal Available

Payments(CGG) PHASE-I PAYMENT- service
34 2013
Recruitment Fee DIETCET ALLOTMENT Seasonal Available

Payments(CGG) PHASE-II PAYMENT- service
35 2013
Recruitment Fee Village Revenue Officers Seasonal Available

Payments(CGG) service
36
Recruitment Fee Village Revenue Seasonal Available

Payments(CGG) Assistants service
37
Recruitment Fee Both VRO and VRA Seasonal Available

38
Recruitment Fee DIETCET 2013 - Seasonal Available

Payments(CGG) ALLOTMENT PHASE-III service
39 PAYMENT SERVICE
Recruitment Fee DIETCET 2013 - Seasonal Available

Payments(CGG) ALLOTMENT PHASE-III- service
40 1 PAYMENT SERVICE
Recruitment Fee APRJC CET -2014 FEE Seasonal Available

Payments(CGG) PAYMENT service
41
Page 50 of 69
Recruitment Fee APRDC CET-2014 FEE Seasonal Available

42
Recruitment Fee Admission Test for Class Seasonal Available

Payments(CGG) V (2014-15) -AP service
Residential Educational
Institutions Society
43
Recruitment Fee ATFClassV(2014- Seasonal Available

Payments(CGG) 15)MJPAPBCWREIS service
44
Recruitment Fee DEECET-2014 Seasonal Available

45
Recruitment Fee MAHATMA Seasonal Available

Payments(CGG) JYOTHIBAPHULE -RJC service
46 -Payment
Recruitment Fee LPCET-2014 FEE Seasonal Available

47
Recruitment Fee MJAPBCWREIS - Seasonal Available

Payments(CGG) VI,VII,VIII service
48 FEEPAYMENT SERVICE
Recruitment Fee APDSC 2014 Payment Seasonal Available

Payments(CGG) service service
49
State Service Amendment Of Society Regular service Available

50 Delivery Gateway
State Service Application For Age Regular service Available

51 Delivery Gateway Certificate
State Service Application For Change Regular service Available

Delivery Gateway Of Details (Form -8)
52
Page 51 of 69
State Service Application For Regular service Available

Delivery Gateway Duplicate Memorandum
53 Of Marks
State Service Application For Fee Regular service Available

54 Delivery Gateway Payment

Delivery Gateway Issuance Of Duplicate
55 Registration Certificate

56 Delivery Gateway Migration Certificate
State Service Application For Notice Regular service Available

57 Delivery Gateway Of Change

Delivery Gateway Objection/ Deletion Of
Name In The Electoral
Role ( Form -7)
58
State Service Application For Re- Regular service Available

Delivery Gateway Counting Of Marks
59

Delivery Gateway Registration Of
Contrunction Workers
60

Delivery Gateway Registration Of Shop /
Establishment
61
State Service Application For Renewal Regular service Available

Delivery Gateway Of Registration
62 Certificate
Page 52 of 69

Delivery Gateway Transposition(Form-8a)
63
State Service Applying For Trade Regular service Available

64 Delivery Gateway License
State Service Building Permissions Regular service Available

65 Delivery Gateway
State Service Building Permissions Regular service Available

Delivery Gateway Return Submissions
66
State Service Certified Copy Of Bye Regular service Available

67 Delivery Gateway Law
State Service Certified Copy Of Firm Regular service Available

68 Delivery Gateway Registration
State Service Certified Copy Of Regular service Available

69 Delivery Gateway Society Registration
State Service Change In Constitution Regular service Available

70 Delivery Gateway Firm
State Service Dl Abstract Regular service Available

71 Delivery Gateway
State Service Dl Slot Booking With Regular service Available

72 Delivery Gateway Fee Payment
State Service EPIC PVC Card / Regular service Available

Delivery Gateway Issuance of Voter Id
73 Card
State Service Exemption Request Regular service Available

74 Delivery Gateway
State Service Firm Name Change Regular service Available

75 Delivery Gateway
Page 53 of 69
State Service Inclusion Of Name In Regular service Available

Delivery Gateway The Electoral Roles
76 (Form-6)
State Service Issuance Of Certificates Regular service Available

Delivery Gateway For (Character,
Antecedents, No
Objection For Vehicle)
77
State Service Issue Of Epic Card Regular service Available

78 Delivery Gateway
State Service License For Hostels, Regular service Available

Delivery Gateway Lodges, Theme,
Entertainment,
Restaurants, Bars,
Dhabas And Resorts
79
State Service Ll Slot Booking With Fee Regular service Available

80 Delivery Gateway Payment
State Service Missing / Lost Regular service Available

Delivery Gateway Documents / Bank
Cards / Credit Cards /
81 Mobile Phones Etc.
State Service New Assessment Regular service Available

82 Delivery Gateway Request
State Service Permission For Water Regular service Available

83 Delivery Gateway Connections
State Service Permission Of Regular service Available

84 Delivery Gateway Bandhobust
State Service Pre-Registration Slot Regular service Available

85 Delivery Gateway Booking
Page 54 of 69
State Service Rc Abstract Regular service Available

86 Delivery Gateway
State Service Registration Of Firms Regular service Available

87 Delivery Gateway
State Service Registration Of Society Regular service Available

88 Delivery Gateway
State Service Renewal Of Trade Regular Available

89 Delivery Gateway License service
State Service Ssdg Services Regular Available

90 Delivery Gateway service
State Service Sub-Division Request Regular Available

State Service Submission Of Appeal Regular Available

State Service Transfer Of Title Deeds Regular Available

State Service Vacation Remission Regular Available

APSCHE Ecet Fee Payment Seasonal Available

95 service
APSCHE EMCET FEE PAYMENT Seasonal Available
SERVICE 2014 service
96
APSCHE ICET Fee Payment-2014 Seasonal Available

97 service
APSCHE PGCET FEE PAYMENT Seasonal Available
98 service
APSCHE PECET Fee Payment- Seasonal Available
99 2014 service
APSCHE EDCET Fee Payment Seasonal Available
100 2014 service
APSCHE LAWCET FEE PAYMENT Seasonal Available
101 2014 service
Page 55 of 69
APSCHE PGEC GATE/GPAT- Seasonal Available

102 2014 service
APSCHE EAMCET evaluation of Seasonal Stopped

OMR Sheet PAYMENT service by
103 SERVICE departme
nt
AP State Open Ssc Exam Fee Seasonal Available

104 School Society service
AP State Open Intermediate Exam Fee Seasonal Available

AP State Open Ssc Admission Payment Seasonal Available

AP State Open Inter Admission Seasonal Available

107 School Society Payment service
AP State Open SSC Recounting Fee Seasonal Moved to

School Society Collection service Meeseva
108
AP State Open Inter Recounting Fee Seasonal Moved to

School Society Collection service Meeseva
109
AP State Open SSC RECOUNTING FEE Seasonal Moved to

School Society COLLECTION-2015 service Meeseva
110
AP State Open INTER RECOUNTING Seasonal Moved to

School Society FEE COLLECTION-2015 service Meeseva
111
AP State Open SSC Exam Fee Payment Seasonal Available

112 School Society Service-2015 service
AP State Open INTER Exam Fee Seasonal Available

113 School Society Payment Service-2015 service
Page 56 of 69
Eastern Power Collection Of Electricity Regular service Available

Distribution Charges (EPDCL)
114 Company
Ltd(EPDCL)

Distribution Charges (offline EPDCL)
115 Company
Ltd(EPDCL)

Distribution Charges (EPDCL)
116 Company
Ltd(EPDCL)
Southern Power Collection Of Electricity Regular service Available

Distribution Charges (SPDCL)
117 Company Ltd

Distribution Charges (SPDCL)-
118 Company Ltd Offline

Distribution Charges (SPDCL) - No
119 Company Ltd Data
Director Of Application For Birth Regular service Available

Municipal
120 Administration
Director Of Property Tax Regular service Available

Municipal
121 Administration
Director Of Water Tax Regular service Available

Municipal
122 Administration
School Fees Visakha Valley School Regular service Available

123 (2012-2013)
Page 57 of 69
School Fees Visakha Valley School Regular service Available

124 (2013-2014)
Directorate of Issue Of Birth Regular service Available

Muncipal Certificate
125 Administration of
Birth and Death
Directorate of Issue Of Death Regular service Available

Muncipal Certificate
126 Administration of
Birth and Death
Shivas List Register Workers Regular service Available

127
Shivas List Search Workers Regular service Available
128
Shivas List Sell Crops Regular service Available
129
Shivas List Search Crops Regular service Available
130
FOREST FOREST DEPARTMENT Momentary Available
TEST FEE PAYMENT service
131
Durga Temple Uyyala Seva (Every Regular service Moved to

132 Services Sunday) Meeseva
Durga Temple Swarna Pushparchana Regular service Moved to

Services (Every Thursday) Meeseva
133
Durga Temple Srichakra Regular service Moved to

134 Services Navavaranarchana Meeseva
Durga Temple Sri Malleswara Regular service Moved to

Services Swamyvarla Meeseva
135 Rudrabhisekam(One
Day)
Durga Temple Sri Malleswara Swamy Regular service Moved to

Services vari abhisekham Meeseva
136 (Saswatham)
Page 58 of 69
Durga Temple Sri Ammavari Regular service Moved to

Services Kadgamalarchana Meeseva
137 (Antaralayam)
Durga Temple Saswatha Regular service Moved to

Services Sahasranamarchana to Meeseva
Kanakadurga
Ammavaru (For 52
138
Fridays)
Durga Temple Saswatha Regular service Moved to

Services Astotranamarchana to Meeseva
Kanakadurga
Ammavaru (For 52
139
Fridays)
Durga Temple Sarpadoshanivarana Regular service Moved to

140 Services (One Day) Meeseva
Durga Temple Santhi Kalyanam(One Regular service Moved to

141 Services Day) Meeseva
Durga Temple sahasranamarchana to Regular service Moved to

Services kanakadurga Meeseva
142 Ammavaru(for 52
Fridays)
Durga Temple Sahasranamarchana Regular service Moved to

Services Ammavari( One Day) Meeseva
143
Durga Temple Saharsanamarchana Regular service Moved to

Services (Malleswara Swamy vari Meeseva
144 )
Durga Temple Rudrabhisekam to Sri Regular service Moved to

Services Malleswara Swamy Meeseva
vary(for 52 Mondays)
145
Durga Temple Pancha Harathulu ( One Regular service Moved to

146 Services Day) Meeseva
Page 59 of 69
Durga Temple Pallaki Seva (Once Year) Regular service Moved to

147 Services Meeseva
Durga Temple Pallaki Seva Regular service Moved to
Durga Temple LakshaKumkumarchan Regular service Moved to
149 Services a(One Day) Meeseva
Durga Temple Gomata Pooja Regular service Moved to

Durga Temple Chandihomam(One Day) Regular service Moved to
Durga Temple Astotranamarchana to Regular service Moved to
Services Kanakadurga Meeseva
152 Ammavaru(for 52
Fridays)
Durga Temple Astotranamarchana Regular service Moved to

Services Ammavari(One Day) Meeseva
153
Durga Temple Astotharam (Malleswara Regular service Moved to

154 Services Swamy vari ) Meeseva
SCBR SCBR Regular service Available

155
Miscellaneous Mro Regular service Available
Services Services(Birth/Death/Le
156 gal Heir)
Miscellaneous SSC (General) Results Regular service Available

157 Services
Miscellaneous Duplicate Receipt Regular service Available
158 Services
Miscellaneous Meeseva Applications Regular service Available
159 Services Sale
Miscellaneous Meeseva Additional Regular service Available

160 Services Copies
Miscellaneous SSC RESULTS 2014 Regular service Available

161 Services
Cherukuri IT IT Returns Filing Regular service Available
162 returns
Page 60 of 69
Annexure III-Number of Transactions (From April 2014 TO March 2015)
Annexure IV (a)-
Present Data Centre Architecture and Bill of Material
Mee Seva NETWORK

............ 3rd Tier
Departmental ( Govt.. Depart. )
Leased Line
Servers
Sn
S1
ISDN
C
e Firewall
n Leased Line
Router Pool INTERNET
t
ISDN
r LAN-1
a
l 2nd Tier
LAN 3 LAN 2
S
i Web Apln
t NMS Servers
e Web DB
Server Servers

( ICSC Locations )
ISDN ISDN ICSC location- 18

ICSC location-1
Router
Card printer
Router
Counter
Counter
Terminals
Terminals
With
Printers
…. …. With
Printers
Kiosk
Page 61 of 69
Annexure IV (b)-
Present Architecture of Mee Seva Service Centre and Bill of Material
Mee Seva centre

Layout
Central Router at central site

( ICSC Locations )
ISDN ISDN Mee Seva location

Mee Seva location-1
Router Router
Counter
Counter
Terminals
Terminals
With ….
Printers …. With
Printers
Page 62 of 69
RFP for Procurement of Secured Stationery for ESD (Mee Seva)
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
Page 63 of 69
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 of
No District Center Name Counters
FRANCHISEE COUNTERS
1 SRIKAKULAM SRIKAKULAM 25
2 SRIKAKULAM PALASA 1
3 SRIKAKULAM MEP SCHOOL ICHAPURAM 3
4 SRIKAKULAM RTC COMPLEX RAJAM 2
5 SRIKAKULAM RYTHU BAZAR-SRIKAKULAM 4
Page 64 of 69
6 SRIKAKULAM SUNDAY MARKET KASIBUGGA 2
7 SRIKAKULAM VILLAGE CHAVADI-OLDSRIKAKULAM 5
VEGETABLE MARKET
8 SRIKAKULAM AMUDALAVALASA 3
9 VIZIANAGARAM MPL PREMISES BOBBILI 4
10 VIZIANAGARAM DASANNAPETA 4
FRANCHISEE COUNTERS
11 VIZIANAGARAM VIZIANAGARAM 39
12 VIZIANAGARAM OLD BUSTAND PREMISES 4
MADANAPALLY-PATEL ROAD
13 VIZIANAGARAM 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
MUNICIPAL CHOULTRY
19 VISAKHAPATNAM 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
FRANCHISEE COUNTERS
27 VISAKHAPATNAM 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
RYTHUBAZAR VADLAPUDI
34 VISAKHAPATNAM 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
FRANCHISEE COUNTERS EAST
40 EASTGODAVARI 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
Page 65 of 69
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
AMP M. OFFICE ELURU - AMEENA
55 WESTGODAVARI PET CENTER 6
56 WESTGODAVARI BHIMAVARAM GUNIPUDI CENTER 5
BHIMAVARAM SRIRAMAPURAM
57 WESTGODAVARI CENTER 3
FRANCHISEE COUNTERS WEST
58 WESTGODAVARI GODAVARI 44
59 WESTGODAVARI ELURU - KOTHA PETA CENTER 3
KOVVURU MUNICIPAL COMPOUND
61 WESTGODAVARI NARSAPUR KAPPALA PETA CENTRE 1
NIDADAVOLU MUNICIPAL OFFICE
62 WESTGODAVARI ROAD CENTER 2
63 WESTGODAVARI NARSAPUR STEAMER ROAD CENTER 1
64 WESTGODAVARI PALACOL MG ROAD CENTRE 5
PALCOL WEAVERS COLONY PARK
65 WESTGODAVARI CENTRE 3
TANUKU COOPERATIVE SOCIETY
TADEPALLIGUDAM KOBBARI THOTA
67 WESTGODAVARI CENTRE 1
TADEPALLIGUDEM MUNICIPAL
68 WESTGODAVARI 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
I G MUNICIPAL STADIUM COMPLEX
76 KRISHNA VIJAYAWADA 5
GANDHIPARK MAIN ROAD
77 KRISHNA 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
NTR SHOPPING COMPLEX
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
Page 66 of 69
88 KRISHNA RAJENDRA NAGAR-GUDIWADA 4
89 KRISHNA RADHANAGAR VIJAYAWADA 2
90 KRISHNA RAJUPET MACHILIPATNAM 2
91 KRISHNA SAIBABA TEMPLE VIJAYAWADA 5
SATYANARAYANAPURAM
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
VENKATAGIRI THRIBHUVANI
126 NELLORE 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
Page 67 of 69
134 CHITTOOR PUNGANUR-PUNGANUR 3
MADANAPALLY-PATEL ROAD
135 CHITTOOR PARVATHIPURAM 6
136 CHITTOOR MADANAPALLY-CTM ROAD 3
SRI KALAHASTHI-URBAN POLICE
137 CHITTOOR 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
MUNICIPAL WATER TANK PREMISES-
158 ANANTHAPUR KADIRI 2
159 ANANTHAPUR ANANTHAPUR-OLDTOWN 4
160 ANANTHAPUR MUNICIPAL CAMPUS HINDUPUR 3
ANANTHAPUR-2ND ROAD MUNICIPAL
161 ANANTHAPUR PARK 2
162 ANANTHAPUR ORIENTAL SCHOOL HINDUPUR 2
163 ANANTHAPUR ANANTHAPUR-RAMNAGAR 4
RAMADASAPPA LAYOUT-
164 ANANTHAPUR 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
Page 68 of 69
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
Page 69 of 69

RFP Part - I AP Urban Meeseva Project

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RFP for Urban MeeSeva Centre Oct.

Request For Proposal

AP Urban Mee Seva Centres Project

O/o. Director, Electronic Services Delivery

Proprietary & Confidential

This document contains proprietary information furnished for evaluation purposes

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

News Paper Advertisement

Government of Andhra Pradesh

Bid Calling Date 15.10.2015

Contact Nos.: 91 (40) 2335 4717, Fax: 91 (40) 2335 4716

Director, ESD (Mee Seva), AP

Tender Call Notice

Government of Andhra Pradesh

Bid Calling date 15.10.2015

Solution or Service required in brief:

A. Introduction to Mee Seva Project

MeeSeva, easier, faster is an online, web based, transparent and secured

2. Urban Centre Infrastructure:

3. Connectivity through APSWAN:

7. Present Financial Flow:

B. Scope of the project

a. Provision of Integrated Citizen Services through MeeSeva Centres /

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

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

2. Takeover of Urban MeeSeva Centers

3. Period for establishment

4. Utilization of existing assets:

C. Roles and Responsibilities

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

m. Fixing of upper limit for courier charges.

2. Responsibilities of Service Provider

MEE SEVA Project is implemented in a Public Private Partnership (PPP) Model

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

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

through Internet payment gateway and information services (MIS) through

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

a. Participating departments/Agencies shall take proactive steps in

As owner of the Project, the role of GOAP in the successful implementation of

5. Other Roles & Responsibilities:

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

1. MEE SEVA Architecture

The Figure 1 provides the existing functional architecture of MEE SEVA

Leased Line DOT Exchange Leased Line 1st Tier

ISDN ISDN ICSC location- 18

Router Card printer

Functional Architecture Details

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

2. Urban MEE SEVA Centers

- Integration of Token Issue System with MeeSeva application for stamping

4. Typical Bill Payment sub-system:

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

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

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

Presently MeeSeva is offering 313 services of 35 departments. But eventually MeeSeva

The service provider may be permitted to establish single counter franchisees

8. Service Quality Parameters

10. Transaction Charges

E. Technical Requirements of MeeSeva System