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CORRIGENDUM -1

Dated: 06.11.2024

RFP for Selection of Acquirer Bank for Multi Lane Free Flow (MLFF) based Toll collection at
Dwarka Expressway

RFP Reference No.: IHMCL/MLFF 001/2024/0111 published on dated 01.11.2024


Sl Section Original Clause Updated Clause (to be read as)
.
No
.
1 Clause 1.2, Pre-Bid meeting at specified venue Pre-Bid meeting at specified venue
Fact Sheet,
#3 21/11/2024 at 11:00 am 12/11/2024 at 03:00 pm
2 Clause 2.2, The bidder shall furnish as part of its Bid, The bidder shall furnish as part of its
Bid Security, a Bid Security amounting to Rs Bid, a Bid Security amounting to Rs
point (a) 54,00,000/- (Rs Fifty-Four Lakh Only). 30,00,000/- (Rs Thirty Lakh Only).
3 NOTICE RFP No. IHMCL/MLFF DWE/2024/XX RFP Reference No.: IHMCL/MLFF
INVITING dated XX/10/2024 001/2024/0111 published on dated
RFP, Clause 01.11.2024
6.10.(b)
INTEGRITY
PACT
FORMAT

4 NOTICE Bidder should pay Tender Application Fee Bidder should pay Tender Application
INVITING (non-refundable) of INR 25,000/- Fee (non-refundable) of INR 25,000/-
RFP, point (Rupees Twenty-Five Thousand Only) (Rupees Twenty-Five Thousand Only)
(IV) inclusive of GST through online mode to inclusive of GST through online mode
……………… Bank account details. The to IHMCL Bank account details as
bidder shall also upload the online provided in RFP Clause 2.1. The
payment receipt. bidder shall also upload the online
payment receipt.

5 Clause The bidder must provide notice (XX) The bidder must provide notice 03
1.2.40, Exit months in advance before starting the (Three) months in advance before
Management exit management activities. starting the exit management
, point 5 activities.
6 Form T-11 S. No. 3 - Detector-Lidar or Radar S. No. 3 - Detector-Lidar AND Radar
Undertaking
for
Compliance
7 Form T-10, Form T-10, Bid Securing Declaration Deleted
Bid Securing Form
Declaration
Form

8 Form-T:13 Form-T:13 Letter of Authorization from Deleted


Letter of Sub-Contractor (SI)
Authorizatio
n from Sub-
Contractor
(SI)

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9 Form T-5 1) That the OEM is having direct Revised Form provided at Annexure
Undertaking presence in India since last three years -1
from the as on Bid due date and own service and
Bidder, point support offices to ensure smooth after
1) sales service support on site.
10 Clause Clause 1.2.3, Definitions Clause 1.2.3, Definitions – Refer
1.2.3, Annexure -1 of this Corrigendum
Definitions
11 Schedule B Updated Schedule B provided at
Annexure 2 of this Corrigendum
12 4.3 4.3 Appendix C - Letter of Acceptance Deleted
Appendix C - submitted by the Bidder
Letter of
Acceptance
submitted
by the
Bidder

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Annexure -1
Form T-5 Undertaking from the Bidder
To,
Chief Operating Officer,
Indian Highways Management Company Limited,
G 5&6, Sector-10, Dwarka,
New Delhi – 110075
Sub.:RFP for Selection of Acquirer Bank for Multi Lane Free Flow (MLFF) based
Toll collection at Dwarka Expressway.
Ref: RFP No. ……………………………………. on above subject.
Dear Sir,
I/we undertake the following:
1) That the proposed OEM(s) fully comply with the Office Memorandum no. F.
No. NH-35014/20/2020-H, Government of India, Ministry of Road Transport
& Highways dated 04.08.2020, regarding Department of Expenditure (DoE),
Ministry of Finance, Govt. of India O.M. No. 6/18/2019-PPD dated
23.07.2020, vide which Rule 144 of the general Financial Rules 2017 entitled
“Fundamental principles of public buying’ has been amended by inserting
sub-rule 144 (xi) in the General Financial Rules (GFRs), 2017 which states
that:
a. Any bidder from a country which shares a land border with India will
be eligible to bid in any procurement whether of goods, services
(including consultancy services and non-consultancy services) or works
(including turnkey projects) only if the bidder is registered with the
Competent Authority.” This condition shall also be applicable on sub-
contracting of any works / goods / services, etc. The Bidder shall
furnish the registration status of the sub-contractor (SI)/ supplier with
Competent Authority (for the items / goods proposed to be procured
from any country which shares a land border with India).
2) That the OEM(s) should not be rebranding & reselling products in India
through importing/ trading from a country that shares a Land Border with
India.
3) That the source code of the Software and Firmware being supplied for all
the relevant equipment being supplied against this bid does not reside in any
Country that shares a Land Border with India.
4) That the OEM(s) for all active components will give a declaration that
products or technology quoted are neither end of- sale nor end-of-life as on
the date of installation and commissioning and are not end-of-support till
the successful completion of O&M period of the project.
5) That the proposed OEM is not blacklisted by any State / Central Government
Department or Central /State PSUs as on bid submission date.
6) That each of the proposed OEM(s) has existing capability and infrastructure
to provide 24x7x365 technical support in India.
7) Adequate supporting documents pertaining to the above points, along with
a summary compliance table, should be submitted in the technical proposal
(Form T-6) by the Bidder.

(Name and Signature of the Power of Attorney Holder)

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ANNEXURE -2
1) DEFINITIONS

Definition
Term
The member bank certified by NPCI as an Acquirer Bank under NETC program.
Acquirer Bank
Are the laws applicable in India
Applicable Law
Indian Highways Management Company Limited/National Highway Authority of
Authority
India

Authorized
Representative Authorised Representative of bidder

The document uses “Bank”, “Bidder” and “Acquirer Bank” interchangeably. They
Bidder refer to the Agency qualified as bidder for execution of MLFF solution.

Central Clearing House (Currently managed by NPCI)


CCH

Clean Transactions Clean Transactions called as Settled Transactions.

A wired or wireless facility used to send and receive data between the centralized
Communication
component and the MLFF Component.
network
A dedicated control center for monitoring and management of the entire projects’
Control Centre (CC) operations and to undertake manual validations to generate e-Notice

Reports, Graphs, Dashboard and Alerts which in help supporting decisions for Multi-
Decision support Lane Free Flow project

A device that detects a vehicle passing through a gantry system.


Detector

Passive RFID tag issued by bank for a specific vehicle for toll collection
FASTag
The bank who has issued the FASTag
Issuer Bank
A lane is part of a roadway (carriageway) that is designated for use by a single file
Lane of vehicles, to control and guide drivers

The components used to implement the MLFF Solution


MLFF Components
Application software that generates, monitors, and manages the transaction for all
Network control
intersections under the MLFF.
software
National Payments Corporation of India (NPCI), an umbrella organisation for
NPCI operating retail payments and settlement systems in India, is an initiative of
Reserve Bank of India (RBI) and Indian Banks' Association (IBA) under the
provisions of the Payment and Settlement Systems Act, 2007
The document uses “Sub-Contractor”, “System Integrator” and “”SI”
interchangeably. They refer to the Agency engaged by Acquirer Bank for
Sub-Contractor/ SI
implementation and maintenance of MLFF solution.
Tollable Traffic means all vehicles for which User Fee is applicable under NH Fee
Tollable traffic (Determination of rates and Collection) Rules 2008 and its amendment from time
to time. This does not include exempted vehicles.

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Definition
Term
End to End from the initial design and planning to the final construction and
Trunkey commissioning.

Un-settled Failed transactions / blacklisting / in-sufficient balance is called as Unsettled


Transactions Transactions.
Differentiate between different vehicle types as per NH fee (Determination of
rates and Collection) Rules 2008 (and its amendment from time to time) and
Vehicle Classification
NHAI/MoRTH/IHMCL/NETC guidelines.

Working days refer to the days of the week when businesses and organizations
operate, and employees are expected to work. Typically, these days are Monday
Working Days
through Friday and exclude weekends (Saturday and Sunday) and public holidays

2) Abbreviations
S.No Abbreviations Full Form

1 ANPR Automatic Number Plate Recognition

2 BoQ Bill of Quantities

3 CCH Central Clearing House

4 CMOS Complementary Metal Oxide Semiconductor

5 FAT Factory Acceptance Test

6 FS Functional Specification

7 GoI Govt. of India

8 IHMCL Indian Highways Management Company Limited

9 ITMS Intelligent Traffic Management System

10 ITS Intelligent Transport System

11 MLFF Multi Lane Free Flow

12 MoRTH Ministry of Road Transport and Highways

13 NHAI National Highways Authority of India

14 NPCI National Payment Corporation of India

15 PG Procedural Guidelines

16 RFID Radio Frequency Identification

17 SAT Site Acceptance Test

18 SI System Integrator

19 STQC Standardization Testing and Quality Certification

20 TS Technical Specifications

21 UAT User Acceptance Testing

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Annexure -3
Schedule – B

1. Development of the MLFF based tolling facility.

a) About the MLFF based Tolling Project

i. The Authority has envisaged implementation of MLFF system on the


project to reduce travel time, make road-travel efficient &
sustainable, and enable stress-free travel by adoption of MLFF System
on Dwarka Expressway.

ii. The MLFF system will consist of field equipment and sensors mounted
on gantries, which will capture the necessary information from passing
vehicles. This data will be transmitted to the NETC payment ecosystem
for the deduction of the user fee.

iii. The Successful bidder/bank is required to Design, Develop, Test,


Commission, Operate and Maintain the Multi Lane Free Flow (MLFF)
based tolling system and seamlessly integrating it with the bank’s
acquiring platform as part of the project to provide all the services as
defined by IHMCL and NPCI for Acquiring bank. The setup must enable
real-time processing of all vehicle transactions at MLFF gantry, while
also connecting with NPCI’s ETC systems (ETC Switch and Mapper) to
accurately calculate toll fares and process payments efficiently.

iv. The system should comply with all applicable NETC and PG guidelines
of NPCI & IHMCL.

v. The MLFF System shall be provided with functional and technical


specifications specified in the Schedule-C and shall be operated and
maintained throughout the contract period.

b) Development of the Multi Lane Free Flow (MLFF) based Tolling Project

i. Through this RFP, IHMCL seeks to select Bank to acquire all ETC
transactions at public-funded toll plazas using Multi Lane Free Flow
technology. The selected bidder/bank will be responsible for all roles
as defined in the Procedural Guidelines – National Electronic Toll
Collection Network (latest version) issued by NPCI, and any subsequent
guidelines/circulars issued by NHAI/IHMCL/NPCI/MoRTH.

ii. The Scope of Project includes Design, Supply, Installation, Testing,


Commissioning and Operation & Maintenance of Multi Lane Free Flow
(MLFF) System at Toll Plaza located on Km 9+500 of Dwarka
Expressway as described in this Schedule-B and in Schedule-C.

iii. The Bidder/bank is required to implement the solution across a total


of 16 lanes on the Dwarka Expressway. Out of these, 12 lanes will be
dedicated to the MLFF solution, with 4 lanes serving as redundant
lanes. The remaining lanes will be closed by NHAI upon the successful
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commissioning of the project. Bidder/bank should ensure that these
lanes remain closed during the period.

c) Control Center

i. MLFF Based sensors / smart devices on field and integrating, analyzing


data received from these field devices / sensors at a Control Center
(CC). The Application System and Field Devices as part of the MLFF
project should have provision to share necessary data to the
application software at Dashboard and CC so that more informed
decisions and Audit can be taken at the CC for Highways management
or during enforcement of revenue.
ii. CC shall have 3 major functional areas namely Command and control
with monitoring, manual validation of transactions with low accuracy
and issuance of e-Notice to toll violators.
iii. As part of the control and monitoring, 24*7 monitoring of MLFF toll
operations including alert management shall be undertaken by the CC
staffs.
iv. A separate team of staff shall be dedicatedly working on the manual
validation process for which the ANPR & RFID had less accuracy or
confidence level to initiate the transaction at the gantry application
level. The staff shall be using the evidence from the system generated
from the gantry end and validate the correct transaction of the
vehicle.
v. To ensure the operation quality and system performance, the team
should design in two levels of resources plan for 24*7 operation.
Operations and Maintenance will be segregated into two parts:
a. Level I. Real-time Facility Monitoring Center (Online)
a. Control and monitoring module shall be a tool to check and
monitor and control the real time health status of gantry
equipment.
b. CC operator shall get an alert on the module if any device is
down of not connected to thew network.
c. GUI of this module should represent all the device connected to
the gantry and Server and their health status including network
status.
d. Operator for complete the transaction validation will be
bidder/bank scope as per their requirement to fulfil the 24*7
operation of transaction at CC.
e. As MLFF Gantry system is man less operation. Thus, the team
should keep all equipment monitored by 24*7 Online through
Control Center. When the alerts will come out, the issues will
be handled by online setting remotely. If the issues can’t be
solved, the system should notify the Level II onsite engineers
and request for corrective maintenance.
b. Level II. 24*7 of Front-end O&M Locations (on site)
a. When Level I operation mechanism will not fix the issues
remotely, the alerts should be sent to onsite engineers. They
will check and correct the issues at gantries and ensure the
service level can be achieve as described below:
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i. Maximum Gantry downtime, due to power failure or any
other technical reason, to be not more than 4 hours per
day at each gantry.
ii. Maximum Gantry downtime, due to power failure or any
other technical reason, to be not more than 24 hours
cumulative per month at each gantry.

2. Operations & maintenance of the MLFF based Tolling System (Refer detailed
roles and responsibilities in Section 9 below)

a. Operations Activities:
1. Data Management:

i. Transaction Records: Maintain detailed records of all toll


transactions for auditing and reporting purposes.
ii. Compliance Reporting: Generate reports to comply with
regulatory requirements and provide insights for traffic
management.

2. Customer Support:

i. User Services: Provide support for vehicle owners regarding


Toilets, Water facilities, complaint management and other
facilities.
ii. E-Notice Notifications: Send automated e-notices for toll
violations or unpaid tolls to ensure timely compliance.

b. Maintenance Activities:

1. System Infrastructure:

i. Equipment Upkeep: Regular maintenance of RFID readers,


cameras, and other tolling equipment to ensure optimal
performance.
ii. Software Updates: Implement updates and patches to the MLFF
system software to enhance functionality and security.

2. Network Management:

i. Connectivity Monitoring: Ensure continuous and reliable network


connectivity for real-time data transmission.
ii. Troubleshooting: Address and resolve any technical issues
promptly to minimize system downtime.

3. Security Measures:

i. Data Protection: Implement robust security protocols to protect


financial and personal data from cyber threats.
ii. Fraud Prevention: Monitor transactions for any fraudulent
activities and take necessary actions to prevent them.

4. Performance Monitoring:

i. System Audits: Conduct regular audits to assess the performance


and reliability of the MLFF system.
ii. Feedback Mechanism: Collect and analyze feedback from users to

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identify areas for improvement and implement necessary
changes.

c. By efficiently managing these operations and maintenance activities,


the acquirer bank ensures the MLFF system operates smoothly,
providing a seamless tolling experience for vehicle owners and
contributing to better traffic management.

3. Toll Collection from the MLFF system

a. Transaction Processing for settled and non–settled transactions:

1. Real-Time Toll Collection: Ensure toll fees are accurately deducted from
vehicle owners’ accounts as they pass through MLFF Toll Plaza.
2. Payment Gateway Management: Maintain and manage secure payment
gateways for processing transactions.
3. Dispute Resolution: Generating e-Notices for blacklisted or insufficient
balance of users. Handle disputes of un-settled transactions related to
violations on toll plaza.
4. Revenue Collection from MLFF System: Acquirer bank shall collect the
revenue from the MLFF system and deposit the same to IHMCL/NHAI.

b. Toll Collection Model

Bidder/bank should follow the below-mentioned Toll Collection Model for


collecting Toll from the MLFF System:

1. The bidder/bank shall submit the collected revenue from toll plaza latest by
TUESDAY of every week and if Tuesday happens to be a BANK Holiday, then
by NEXT bank working day as indicated below by way of a demand draft/pay
order/ RTGS transfer for the said section of National Highway.
2. The week shall be counted from Tuesday (00:00:00 Hrs.) to Monday (11:59:59
Hrs.)

c. Rate of User Fee:

1. The bidder/bank shall collect User Fees as per the provisions of the National
Highways Fee (Determination of Rates and Collection) Rules, 2008 and
amended from time to time at such rates only and from such vehicles only as
have been notified by the Central Government for the use of the said Section
of the National Highway /she said bridge and in strict compliance with the
provisions of the notification.

2. The bidder/bank specifically undertakes not to claim during continuity of the


Contract any change including addition, deletion and change in the
classification mentioned or the rate of User Fee specified in the Notification
referred above.

3. The bidder/bank shall not be allowed to make its own interpretation about a
particular type of vehicle attracting a particular rate to charge a higher rate
from a particular type of vehicles. The decision of the Authority on such
matter shall be final and binding.

4. For e-notices to be issued will be double the applicable toll charges for that
category of vehicles. No e-notices shall be issued for exempted vehicles in
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any circumstances. The share of the revenue to the Bank for e-notices shall
be as per the applicable fare/toll not as per the value/amount of e-notice
generated.

5. The Bidder should note that the Toll Fee Notification is yet to be issued by
the Ministry. As such a purely indicative Annual Potential Collection of the
Toll is estimated as Rs. 801.14 Cr. The actual Toll charges will be known only
after Toll Fee Notification. The Bidder's must carry out their own due
diligence for tollable traffic crossing the Toll Plaza.

d. Change in the Rate of User Fee

1. The User Fee shall be subject to revision every year in terms with Rule 5 of
the National Highways Fee (Determination of Rates and Collection) Rules,
2008 and amended from time to time.

2. The proposal on the revised User Fee with the supporting calculations shall
be submitted by the bidder/bank to concerned NHAI PIU at least 7 days prior
to the actual applicable date. NHAI will give approval within 7 days. Delay
in submission of proposal shall be considered as material breach.

e. Display of Rate of User Fee and User Fee Notification:

1. The rates of User Fee, the categories of vehicles exempted from payment of
User Fee and the name, address, and telephone number of the Authority to
whom complaints, if any, should be addressed, shall be conspicuously and
prominently displayed 500m ahead of the MLFF site, 100m ahead of the MLFF
site and at the MLFF site also. The height of the display boards and size of
letters being such that it is easy for drivers to read. The display boards shall
be provided by the Authority.

2. The bidder/bank shall also display, a copy of Notification in published by


IHMCL, appended to this Contract at a conspicuous place of the User Fee
Plaza(s) for the information of the road users and the public and (ii) provide
a copy of same to road user on demand upon payment of copying charges on
a ‘no profit no loss’ basis.

f. Penalty for Failure to Pay Collected User Fee:

1. In case of delay in remittance of the User Fee of any installment due


under this Contract to the Authority beyond the due/specified day as
mentioned above, the Authority shall levy penalty @ 0.2% per day for
delay in remittance of payment. The bidder/bank will be required to pay
the dues along with penalty within 3 working days of the specified day
failing which the same will be adjusted from the Cash Performance
Security by Project Director and simultaneously the Project Director shall
route the ETC Collection directly to NHAI Toll Account till clearance of
dues. Cash Performance security shall be replenished by the bidder/bank
within 3 working days from the date of such recovery. If the agency fails
to replenish the performance security and clear the dues in the next 3
working days, the contract is liable to be terminated. Immediate/real
time credit in the prescribed account after the completion of week,

2. For avoidance of doubt, if more than one remittance is delayed and the
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contractor deposits a lumpsum amount, this will be adjusted following First-
in-First-out (FIFO) approach, i.e., the earliest installment due shall be first
adjusted along-with the applicable penal interest on the earliest remittance
on that date and in similar manner the other remittances shall be adjusted.
No further interest shall be applicable on the penal interest component. The
penal interest shall be simple, i.e., it shall not be compounded.

(a) If the remittances outstanding including penal interest, if any, on ending


of the contract is less than the cash performance security, then such
amount shall be recovered from cash performance security, accounts will
be settled, and balance securities will be released, and penal interest
shall be levied only upto end date of contract. In case the contractor has
not deposited the remittance of last week on ending of the contract
period which is also to be adjusted from the cash performance security,
then an additional penal interest @ 0.2% per day for 3 working days on
the last week remittance shall also be levied.

(b) If the remittances outstanding including penal interest, if any, on


ending of the contract are more than the cash performance security,
then the dues to the extent of cash performance security will be
adjusted as provided Para 2 above, following FIFO approach and the
balance including penal interest shall be deposited by the
bidder/bank.

(c) For avoidance of doubt, it is clarified that the end of contract period,
the penal interest @ 12% p.a compounded annually only will be
applicable on the balance remittances and the penal interest due as on
end date of contract period, till payment of dues by the bidder/bank.

g. Operational Transparency

The bidder/bank shall be solely responsible for efficient and transparent


working and management of User Fee collection at all points of time. The
bidder/bank shall ensure the following:

(i) All transactions including violations, and exemptions/concessions will


be processed through MLFF System available at fee plaza.
Furthermore, the deployment or usage of any alternate
software/system for user fee collection, except for the MLFF through
which FASTag transactions are processed, is also strictly prohibited.
Any instance of usage of such unauthorized software/system shall be
treated as Fraudulent Activity and the bidder/bank, including its sub-
contractor, employees, the Director(s) of such entities or owner,
found practicing such fraudulent activities will attract penal action as
per relevant clause of the contact agreement including debarment
from NHAI for a period up to (1) year.

(ii) Lane IDs will be correctly mapped in transaction files and no


fraudulent transaction will be hosted to Acquirer host.

(iii) Valid users are to be added into discount category through User fee
Collection portal as provided by Acquirer Bank and ensure that such
transactions shall process using FASTag only.

(iv) No fraudulent/parallel system in lanes to process cash/exempt

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transaction.

(v) Video recording system of toll plaza will be provided to Command


Centre on 24*7 basis and is not mishandled.

4. Obligations of Authority (“referred as IHMCL”)

(a) The said Representative of the Authority shall have the overall authority
to control and supervise the work of collection of User Fee carried on by
the bidder/bank with a view to ensure that collection of User Fee is
carried out smoothly, efficiently and without any hindrance or
harassment to the users of National Highway.

(b) The Authority or any other officer of the Authority or any agency as
authorized by the Authority or by the Authority, shall have right and
authority to inspect and check the receipt books (used/unused/
counterfoils), registers and books of accounts maintained by the
bidder/bank at any time without giving any notice.

(c) The instructions given from time to time by the Authority or his
authorised representative in this regard shall be complied with promptly
by the bidder/bank.

(d) The bidder/bank shall keep records of all the complaints received and
replied directly or otherwise by it and forward a copy on fortnightly basis
to the Authority.

5. Obligations of the Bidder/Bank


.
a) Integration with VAHAN systems.
b) Ensuring all equipment functioning 24x7x 365 and redundant.
c) Maintaining high availability (HA) of servers, network, and bandwidth.
d) The Acquirer Bank shall assess the quantity of spares/ consumables to meet the
SLA clauses mentioned in the bidding documents and factor that as part of his
Bid. It is the bidder/bank responsibility to maintain the minimum required spares
at any given time to meet the SLA requirement at no additional cost to the Client.
bidder/bank should keep minimum 10% spare at any given point of project
execution.
e) The bidder/bank shall ensure that the toll plaza, including its equipment, is
powered primarily by the (Raw power) grid and secondarily by UPS, DG sets, and
other renewable sources. The secondary power sources must ensure seamless
connectivity in case of grid power cuts. All electricity charges for both grid and
secondary power sources shall be borne by the bidder/bank.
f) Procurement of any software licenses and hardware required for implementation
of the solution is the sole responsibility of the bidder/bank. IHMCL bears no
responsibility towards the same or towards any consequence resulting from non-
conformance or non-compliance.
g) The bidder/bank specifically undertakes to abide by all the instructions issued
by the Authority from time to time on operational matters and further agrees not
to raise any dispute against the same including any additional cost that the
Contractor may be required to bear to comply with such instructions.
h) During the contract Period, the contractor shall furnish to the Authority, within
7 (seven) days of completion of each month, a statement of User Fee
substantially in the form as per monthly report Annexure-5, 5.2, Schedule II (the
“Monthly User Fee Statement”). Proper record is to be maintained at the plaza
for the purpose of providing such information. The bidder/bank shall also submit
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such information sought by the Authority in such format, as may be prescribed
by the Authority from time to time.
i) The bidder/bank also agrees to abide by the requirement of Standing Operating
Procedure (Policy circular No 17.5.86/2023 dated 05.10.2023) during
violence/Anticipated Violence at Toll Plazas.
j) The bidder/bank undertakes the responsibility of the complete job of User Fee
collection, upkeep/maintenance of adjacent Toilet blocks including recouping
the consumable items maintenance of all records, maintenance of User Fee
collection account, maintenance of vehicle type wise Traffic Data on shift to shift
basis, maintaining the cleanliness of User Fee plazas/User Fee collection booths
and surrounding area etc. and any other duty as may be assigned by the Authority
from time to time.
k) The bidder/bank undertakes the responsibility of the complete job of User Fee
collection, upkeep/maintenance of adjacent Toilet blocks including recouping
the consumable items maintenance of all records, maintenance of User Fee
collection account, maintenance of vehicle type wise Traffic Data on shift to shift
basis, maintaining the cleanliness of User Fee plazas/User Fee collection booths
and surrounding area etc. and any other duty as may be assigned by the Authority
from time to time.

6. Right of Inspection:

(a) The Authority reserves the right to conduct checks including surprise checks at
any time, to check/observe/witness the activities of the bidder/bank including
the gantry and control center and to monitor or to ensure that any or all the
activities are being carried out properly by the personnel deployed by the
bidder/bank.

(b) The Authority may exercise any check/control to ensure discharge of various
obligations by the bidder/bank under the Contract including but not limited to
following:

i. Correctness of the User Fee charges recovered from users, as


prescribed.
ii. Issuance of timely messages to all Vehicles.
iii. Maintenance of proper registers including those relating to
collection of User Fee from different type of vehicles.
iv. Weekly remittance of amount due from the bidder/bank by the
prescribed day.
v. Checking of data in electronic/soft form.
vi. Maintain gantry and control center and its appurtenances by the
bidder/bank at his cost and ensure that they are in good running
condition.
vii. Arrangement for lighting and water are in order.
viii. There is no delay to the traffic due to procedure of collection of
User Fee any blockage/hinderance to the passing vehicles; and
ix. Any other check or control as considered appropriate by the
Authority including through its authorized representative.

The above rights of inspection by the Authority also extends to the Toilet
blocks handed over to the bidder/bank.

7. IHMCL comprehensive portal, Software and Dashboard

IHMCL Intends to build a comprehensive portal with dashboard functionality, wherein


the system should enable users to view transactions, toll revenue collected, e-
notices issued, and other toll plaza details in real-time. The portal should feature an
intuitive interface for easy navigation and data visualization, ensuring users can

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quickly access and interpret key metrics. Additionally, the portal must be designed
with scalability in mind, allowing for seamless integration of future advancements
and technologies to enhance functionality and user experience. This will ensure the
portal remains adaptable and capable of meeting evolving needs and requirements.

8. Cleanliness & Maintenance of Toilets, Control Center & Surrounding Areas

Bidder/bank shall be solely responsible for the Operation and Maintenance of the
'TOILETS' and surrounding areas. IHMCL shall not interfere in any manner whatsoever
in operating and Maintaining of the 'Toilets'.
The timings of the said 'Toilets' to be operated, maintained and remain available for
Highway Users 24x7x365.

i. The bidder/bank shall make necessary arrangements for supply chain


management, store management and category management, solely at his
own cost and risk.
ii. The bidder/bank or its representatives shall not do any act or deed which
may cause nuisance and/ or annoyance to IHMCL/NHAI or to Highway Users.
iii. The bidder/bank shall take care of all fitting, fixtures and related accessories
available at 'Toilets' and immediately after expiry of the period or on sooner
termination and handover all fitting, fixtures
and related accessories available at 'Toilets', without claiming any right, title
or
interest of any nature whatsoever in the “Toilet” or any part or portion
thereof.
iv. The bidder/bank arranges to provide adequate staff for Operations and
maintenance activities and IHMCL shall not be responsible for any loss, theft
or dacoity in relation to any of the activity relating to the 'Toilets'.
v. The bidder/bank shall be solely responsible for maintenance and cleanliness
of toilets.
vi. The bidder/bank shall take care of disposal of all rubbish, garbage and
keeping the premises neat and tidy and will be essential.
vii. The bidder/bank shall be responsible for availability of round the clock water
supply and electricity for smooth and proper functioning of 'Toilets' and
maintenance of surrounding areas.
viii. The bidder/bank shall be liable to follow the obligations of the operation and
maintenance pointed out by IHMCL or any of its representatives from
IHMCL/NHAI founded out during routine inspections.
ix. The bidder/bank shall conduct a regular maintenance program in place for
toilet/washroom cleaning to maintain the facilities in a clean, working
condition.
x. The bidder/bank shall ensure that cleanliness and maintenance of Control
Center, plaza building and its surrounding areas at the site is maintained on
regular basis. Ensuring every facility should be in place at site such as water
facilities.

9. E-Notice Module

1. E-notices for toll violations are typically generated through an automated


process. When a vehicle passes through a toll plaza without paying the
required toll, cameras capture images of the vehicle’s license plate. These
images are then processed to identify the vehicle’s registered owner using
the information from the Department of Motor Vehicles (DMV). Once the
owner is identified, an e-notice is issued and sent to the registered address
along with SMS and registered email address, detailing the violation and any
associated penalties.

2. A detailed process flow for generating e-notices by successful bidder/bank is

Page 14 of 29
as follows:

a) Successful bidder/bank shall conduct the Vehicle Detection through


Sensors and Cameras installed at MLFF system. As a vehicle
approaches the toll plaza, sensors and cameras detect its presence.
This can include infrared sensors, LiDAR/Radar detectors, or Audit
surveillance cameras. The system checks if the toll for the detected
vehicle has been paid. If the toll is unpaid, the vehicle is flagged for
a violation.
b) High-resolution ANPR cameras captures multiple images of the
vehicle’s license plate from different angles to ensure clarity and
accuracy of the vehicle.
c) The extracted license plate number is cross-referenced with a central
database (through VAHAN system) that contains information on toll
payments by successful bidder/bank. This database is typically linked
through an API integration with a third-party service provider.
d) Successful bidder/bank shall capture the details of the violation,
including the date, timestamp, location, and images of the vehicle,
are recorded in the system.
e) Further Successful bidder/bank shall generate e-Notice containing all
relevant information about the violation. This includes the vehicle’s
license plate number, the date and time of the violation, the toll plaza
location, and the penalty amount. The e-notice is formatted as an
official document, often including a unique reference number and
instructions for payment or contesting the violation.
f) The e-notice is sent to the registered owner of the vehicle. This can
be done via registered mobile number through SMS, email if an email
address is available, or through postal mail if only a physical address
is on record. In addition, MLFF system may also send reminders or
follow-up notices to end users if the initial e-notice is not responded
to within a certain timeframe.
g) Bidder/bank shall ensure that e-notices generated by MLFF system
should have Vehicle Number, Vehicle Classification, Date and Time
stamp, Violation reason, preferred payment mode (Through QR, or
Bharatkosh link) and other necessary information of the vehicle.
3. E-notices shall not be generated for exempted vehicles at toll plaza. The
bidder/bank is responsible for preparing and updating a local database on
daily basis, ensuring that details of exempted vehicles are pre-available and
synced with the IHMCL vehicle database system. If an exempted vehicle,
passes through the MLFF system, it should be able to detect the vehicle from
the database, thereby preventing the generation of any e-notice. The
application shall have the feature to generate MIS reports and other related
reports based on parameters as required by IHMCL from time to time.
4. Once the user recharges the FASTag, any dues pending on the FASTag shall
trigger the necessary deductions of the outstanding dues to settle the
payments.
5. The issuing bank shall transfer the recovered dues to the acquiring bank
through NPCI to settle the payment on First in First Out (FIFO) basis.
6. Bidder/bank shall ensure that e-notice generated for any violations should be
double the amount of the toll. However, the percentage of revenue share of
bidder/bank for e-notices shall be as per actual toll value only.
7. The payment demanded by end users shall be payable within a period of (07)
days from the receipt of e-Notice and if the payment is due beyond the said
period, at least one additional notice for payment may be sent through
electronic means of communication or by way of call to the registered mobile
number of the vehicle user for payment within a period of (15) days.

Process Flow Diagram of E-Notice Module for Blacklisted/Low Balance

Page 15 of 29
FASTags:

Page 16 of 29
10. Roles & Responsibilities of a Bidder/Bank
a. The MLFF Project shall broadly include, but not limited to the following
components to be provided as per the functional and technical
specifications mentioned in Schedule-C:
1. Radio Frequency Identification (RFID) Reader
2. Radio Frequency Identification (RFID) Antenna
3. Automatic Number Plate Reader (ANPR) Camera System and
Application
4. IR Illuminator
5. Audit Surveillance Camera System
6. Detectors – Radar/ Lidar
7. Networking and Communications
8. Software Application, Dashboard and Portal
9. MLFF Control Center
10. Power Supply for Field Equipment as well as for MLFF Control Center
11. Operation & Maintenance (O&M) of the entire MLFF Facility

b. The quantity and the technical specification of the equipment shall be


proposed by the bidder/bank for each MLFF sub-system, unless until
specified in this RFP, such that each sub-system fully meets the functional
requirement as per the site conditions and SLA requirements.
c. The entire system should function efficiently as an integrated solution
during the entire O&M period.
d. This RFP describes functional requirements envisaged by IHMCL. In
addition, the minimum technical specifications have been prescribed in
this document, wherever indispensable. The bidder/bank is responsible
for the design of complete project and the system architecture to deliver
state-of-the-art solution to IHMCL fully complying to the functional
requirement specified in the RFP and site conditions. Any consideration
affecting safety, security, redundancy, and compliance to stipulated
provision prescribed by Government Authorities is the responsibility of
the bidder/bank and shall be duly taken care of to ensure adherence to
minimum functional and technical requirement stipulated in this
document as well as the SLA parameters.
e. The scope of the works under this RFP is deployment of Multi Lane Free
Flow (MLFF) System on Turnkey basis by the bidder/bank.
f. The ‘bidder/bank hereafter may be called as ‘bidder/bank shall conduct
the field survey, preparation of design drawings and supply of MLFF
equipment and materials, spare parts, test equipment, tools and
materials, factory inspection (inspection of equipment & materials upon
delivery), training, transportation, and site. delivery, construction and
installation, preparation of as-built drawings, testing and commissioning
of the MLFF system.
g. The Bank will be provided with space in the Toll Plaza building for setting
up of MLFF Control Centre. The bidder/bank shall be responsible for
interior works, MEP works, etc. for construction and setting up the MLFF
Control Centre, including any related electrical, lighting, generator set
(preferably eco-friendly Gas powered), power backup, HVAC works,
access control, air conditioning, CCTV, PTZ cameras, firefighting, alarm,
extinguishers, etc. shall be in the scope of the Bidder. All operational
expenses towards electricity, diesel/fuel, and other consumables shall be
in the scope of the bidder/bank.
h. The bidder/bank shall also undertake the works that are not specifically
mentioned in this RFP but essential for the efficient implementation and
Page 17 of 29
operations of the MLFF System to meet the functional requirements
specified in the RFP.
i. The bidder/bank shall propose the MLFF solution and equipment to fully
meet the functional requirements of this RFP. The quantity and the
technical specification of the equipment shall be proposed by the
bidder/bank for each MLFF sub-system, unless until specified in this RFP,
such that each sub-system fully meets the functional requirement as per
the site conditions and SLA requirements.
j. The requirements stated herein shall be construed as minimum
requirement and meeting the respective requirements shall not relieve
the bidder/bank from the responsibility of supplying the MLFF System that
functions efficiently as a system and carry out its Operation &
Maintenance for the entire Contract Period.
k. The Bank shall quote for the entire system and facilities on a “single
responsibility” basis. bidder/bank obligations mentioned in or to be
reasonably inferred from the Contract Documents in respect of the
design, manufacture, procurement, construction, installation,
adjustment and testing of the Works and remedying any defect therein
and operation and maintenance of entire setup for the contract duration.
This includes all requirements under the bidder/bank responsibilities for
testing and commissioning of the systems and facilities, and where
required by the Contract Documents, the acquisition of all permits,
approvals, and license, etc.; the training services and such other items
and services as may be specified in the Contract Documents.
l. The bidder/bank shall be responsible for Integration of MLFF system and
sub-systems with the IHMCL Central Command Centre, or TMCC or any
other projects as per the requirement raised from time to time by IHMCL
or its authorized agency.
m. Advance Traffic Management System (ATMS) is already installed at Dwarka
Expressway, The solution proposed by the bidder/bank should be able to
integrate with the existing ATMS system for data and information sharing
and API integrations if required. All such technical coordination and
integration will have to be carried out by the bidder/bank at its own
cost.
n. Growth and maturity levels – the proposed system shall be capable of
meeting the requirements arising due to the increase in traffic in the
coming years without any additional cost implication to IHMCL.
o. The MLFF Software shall perform health monitoring check of all field
equipment and generate an equipment downtime report based on the
same as per provision of Schedule-C.
p. In addition to the above requirements the MLFF Solution should include
all the functional and technical requirements mentioned in schedule C.
q. The MLFF solution should cover the entire transaction life cycle, including
but not limited to:
1. Capture of information such as FASTag Id, Vehicle Registration
Number (VRN) through equipment installed over the Multi Lane
Free Flow (MLFF) gantry.
2. Integration of MLFF systems and NETC systems.
3. Deployment of Host with secure public keys for toll processing.
4. Online and Offline Communication between the Acquirer and Fee
Plaza operators.

Page 18 of 29
5. Settlement of Transactions through NETC with adherence to TAT.
6. Management of Toll Fare Calculations, including discount and
exemption rules.
7. Violation Processing and auditing of image data for discrepancy
resolution.
8. Chargeback Handling as per procedural guidelines.
9. Helpdesk Support via toll-free numbers to assist Fee Plaza
operators.
r. Issuance of e-notice under following cases:
1. Tag is in low balance or blacklisted tag.
2. Vehicle Number Plate not automatically recognized through ANPR
Camera and not read by RFID reader.
s. Integration with MLFF System: The acquirer bank must process
transactions from the MLFF Plaza Server in an online-only mode, ensuring
toll fare calculations and transaction processing as per NPCI and IHMCL
standards. The host system should be capable of supporting both online
and offline transaction processing based on connectivity availability.
bidder/bank must provide the redundancy of parallel bandwidth with
minimum of 500 Mbps to 1 Gbps for camera/ component and at CC for
(image/ video/ data). The bidder/bank shall use MPLS/ Fiber/ Internet
connectivity as per the specified requirements.
t. Integration with NETC System: The Acquirer Bank must integrate its host
system with NPCI’s ETC system (ETC Switch and Mapper) to process
transactions in the required format. The acquirer host will verify the tag
status from the Mapper, calculate the toll fare based on vehicle class, and
submit the transaction to the NETC switch for final processing. All
technical and procedural guidelines of NPCI, NHAI, MoRTH, and IHMCL
must be adhered to.
u. Integration with VAAHAN - The integration with VAHAN enables the MLFF
system to access updated end-user data for generating e-notices. By
leveraging VAHAN’s comprehensive vehicle registration database, the
MLFF system can automatically identify vehicles and facilitate seamless
toll transactions. This integration also ensures efficient generation of e-
notices by providing the MLFF system with current user information.
v. Integration with TMCC – The acquirer bank integrates their analytical
data and details in the form of reports, daily transactions and any other
important KPIs with IHMCL Traffic Management Control Center (TMCC)
application.
w. Integration with nearby toll plaza - Integrating the nearby toll plaza
system with the Multi-Lane Free-Flow (MLFF) tolling system shall enable
MLFF tolling system for getting the relevant information related with low
balance FASTag in advance. This integration enables the MLFF system to
preemptively have information of such vehicles having low balance and
have crossed the nearby plaza and heading towards the MLFF system.
Additionally, the system can automatically issue notices to road users for
recharging accounts in case they are heading towards Dwarka Expressway
Plaza to avoid issuance of e-notices. This streamlined approach not only
improves toll collection efficiency but also enhances transparency and
compliance, leading to smoother traffic flow and better road
management.
The solution should include integration with Khedki Daula Toll Plaza on
Page 19 of 29
NH-48 such that if directions are issued from IHMCL/NHAI, user fee
adjustment may be made at Khedki Daula Toll Plaza.
x. Future integration with advanced technologies such as GNSS, Raj Marg
Yatra etc. or any other similar system at no extra cost.
y. Grievance Portal and Redressal: The bidder/bank is required to develop
a comprehensive grievance portal and redressal system for the MLFF
system. This system should enable customers to register complaints
related to transactions seamlessly through both the MLFF interface and a
customized portal. The solution must include features for live tracking of
grievance redressal, accessible via the IHMCL Dashboard portal, to
provide real-time updates and reports. Additionally, the system should
generate a unique Complaint Reference Number (CRN) for each registered
complaint, ensuring transparency and efficient resolution. The
bidder/bank must ensure the system is user-friendly, secure, and capable
of handling a high volume of complaints efficiently.
z. A dedicated toll-free number should be established to allow end users to
register any grievances or complaints. This service ensures that users have
a direct and accessible channel for reporting issues, enhancing customer
satisfaction and facilitating prompt resolution of concerns. The toll-free
number should be operational 24/7, with trained personnel available to
handle inquiries and provide necessary support efficiently.
aa. Bidder/bank shall issue a notification in terms of advertisements via
newspaper and social media in advance for updating the local/exemptions
vehicles in IHMCL database.
bb. Real time Dashboard for IHMCL having transactional data, processing
time, violation, total vehicle counts etc.
i. IHMCL intends to implement a e-Notice system, in such case, Acquirer
Bank will be required to facilitate development and deployment of the
e-Notice System while integrating with other systems (Vahan, thorough
Bharatkosh) system with the MLFF system.
ii. The transactions where RFID/ANPR cannot capture vehicle number
plate details, the MLFF Validator will manually retrieve the number by
searching the VAHAN database. The MLFF software should be integrated
with the VAHAN database, and payments will be processed through the
Bharatkosh portal using various payment methods such as QR codes, UPI,
and internet banking.
iii. The Acquirer Bank needs to decide on the point of integration of Vahan
and MLFF software to validate the vehicle class/ weight / axle so that
the classification accuracy is maintained as per the RFP.
cc. Transaction Processing for Multi Lane Free Flow Tolling
The system must support seamless transaction processing, both online and
offline, with the following capabilities:
1. Transmission of Transaction Data from the MLFF controller to the NETC
system, including successful, failed, and declined transactions.
2. Vehicle images for settled transactions must be retained for 30 days.
For any unsettled transactions, the bidder/bank is required to retain
the data (images/videos) until the end of the contract.
3. Business Rule Management for toll fare calculation, exemptions, and
discount application as defined by the NHAI/IHMCL.
Page 20 of 29
4. Reconciliation and Settlement of transactions with Fee Plazas and the
NETC system, adhering to the defined TAT.
5. Violation Management, with a mechanism for auditing and adjusting toll
charges for vehicle class mismatches based on image evidence.
6. Exception List Synchronization as per ICD 2.5 guidelines or latest
between the Acquirer Host and Fee Plaza Server for backlists and
exemption lists.
dd. Exception List
The acquirer host must support managing and updating the following
exception lists:
1. Blacklist: A list of tag IDs that are denied toll passage, as defined by
IHMCL/NPCI.
2. Exempted Vehicles: Categories of vehicles exempt from toll, such as
emergency services, as per government regulations.
3. Reconciliation and Discrepancy Handling: Daily reconciliation of
transactions with Fee Plaza and NETC data, and resolution of
discrepancies.
4. Dispute Resolution: Full responsibility for resolving disputes within the
stipulated TAT in coordination with the Acquirer Bank and NPCI.
5. Bidder/bank shall be responsible for provisioning of requisite electricity
power and its recurring charges (during entire period). The bidder/bank
shall comply with lightning-protection and anti –interference measures
for system structure, equipment type selection, equipment earthing,
power, signal cables laying. The bidder/bank shall describe the planned
lightning- protection and anti –interference measures in the report.
Bidder/bank shall ensure that the sufficient power supply should be
available at the site, and it should be in the name of “IHMCL” only and
any recurring cost for DG set and raw power incurred during functioning
of overall project shall be borne by bidder/bank itself.
ee. The bidder/bank must ensure that any branding, marketing, or banners
by the acquirer bank or its associates are conducted in consultation with
and approved by IHMCL.
11. Implementation Plan
a. The bidder/bank is required to submit the implementation plan for MLFF
System at the toll plaza location.
b. The project will be considered successfully implemented only after
installation of all MLFF sub-systems at above mentioned sections and
integration and Go-Live with NETC System.
c. The Selected bidder/bank will create a database of exempted vehicles.
The Database shall be synced with MLFF System software. The
bidder/bank shall ensure to update the database in Realtime.

Page 21 of 29
12. Transaction Processing Cases
Type of Processing Cases Timelines Action to be taken Outcome
Transactions to be
settled
Clean For every clean transaction As per ICD No e-Notice shall be No penalties
Transactions having sufficient balance: In 2.5 or issued in such cases.
(Settled) such case transactions amount latest
shall be debited from the end
user and collected by the
Acquirer Bank on real time
account through NETC/ NPCI for
further settlement.
For exempted Vehicles - In such As per ICD No e-Notice shall be No penalties
cases, MLFF system shall detect 2.5 or issued in such cases.
the vehicle through RFID reader latest
and ANPR cameras installed at
Toll Plaza and validate it from
database. If the database has
details of the vehicle under
exempted category, then it shall
be considered under clean
(Settled) transactions.
Blacklisted Insufficient Balance/Hot listed e-Notices shall be issued If the timelines for
Transactions in FASTag - within 24 hours of issuance of e-notice
(Un-Settled) vehicle shall be considered for violation along with the exceeded, then
issuance of e-notice in case its intimation to the FASTag applicable penalties
respective FASTag does not have issuer bank for recovery as defined in SLA is
sufficient balance / Threshold of the pending toll applicable.
Amount to honour the toll charges
payment.
For blacklisted vehicles - In such e-Notice shall be issued If the timelines for
cases, MLFF system shall detect in such cases within 24 issuance of e-notice
the vehicle through RFID reader hours of violation. exceeded, then
and ANPR cameras installed at applicable penalties
Toll Plaza and validate it from as defined in SLA is
database. The validator/auditor applicable.
further review the details and
generate e-notices.
RFID reader, ANPR and Audit Evidence (images and In case, if MLFF
surveillance cameras fails to videos) of such cases system failed to
detect the VRN – In such cases, shall be provided by detect the vehicle
Acquirer bank shall generate the successful bidder. FASTag and VRN, then
logs of such unidentified penalty is applicable
vehicles, validated through on Successful Bank on
validator/auditor, and provide per instance based.
the details to IHMCL. IHMCL
shall further examine the logs IHMCL reserve the
provided by the successful right to verify such
bidder through third party cases through
auditor. assessment and
validation from third
party Auditor.

IHMCL may decide


based on mutual
understanding.
E-Notice already issued for the Any pending dues on the If the timelines for
vehicle with payment pending - FASTag will trigger the issuance of e-notice
Page 22 of 29
Type of Processing Cases Timelines Action to be taken Outcome
Transactions to be
settled
Bidder shall ensure that e- necessary deductions to exceeded, then
notice generated for any settle the payments applicable penalties
violations should be double the within seven days. as defined in SLA is
amount of the toll. However, the However, if the dues applicable
percentage of revenue share of remain unpaid after 15
bidder for e-notices shall be as days, a reminder e-
per actual toll only. notice will be generated.
Handling Vehicle fail to identify an RFID A per If RFID FASTag is not If the timelines for
transactions (FASTag) passes at toll plaza – In IHMCL available, then e-Notice issuance of e-notice
through such cases, MLFF system shall /NHAI shall be issued on that exceeded, then
Manual capture the Vehicle number policy VRN within 24 hours of applicable penalties
Validation plate through high resolution violation. as defined in SLA is
Automatic Number Plate If FASTag is available on applicable.
Recognition (ANPR) cameras and vehicle,
store the details in server for  In case of tag is
validation. having sufficient
balance, the amount
shall be deducted
from available
balance.
 In case of tag is
insufficient balance,
then e-notice shall
be generated.

RFID reader & ANPR fails to Within 24 e-Notice shall be issued If the timelines for
detect the VRN – In such cases, hours in such cases within 24 issuance of e-notice
MLFF system shall detect the hours of violation. exceeded, then
vehicle through other cameras  In case of tag is applicable penalties
installed at Toll Plaza such as having sufficient as defined in SLA is
audit surveillance cameras balance, the amount applicable.
through video evidence and shall be deducted
validate it from database. from available
balance.
 In case of tag is
insufficient balance,
then e-notice shall
be generated.

Note:

1. Detailed information on Settled and Un-Settled Transactions refer to the


latest NPCI PG Guidelines and ICD 2.5 Guidelines.

Page 23 of 29
13. Service Level Agreement

# Parameter Timelines Basis of Penalties


measurement

Implementation Phase
1. Supply, 90 days from the Date of 2.5 Lakhs per week for initial two
Installation, acceptance of LoA acceptance of week of delay, further 5 Lakhs for four
Testing and report weeks and after 6 weeks, 10 Lakhs per
Commissioning, week. The maximum penalty during
(Go-Live) development and installation shall not
be more than 1Cr. Furthermore, IHMCL
may terminate the contracts.
Operation & Maintenance Phase
2. Manpower Attendance and 8 Hrs. per Shift a) In case of non-availability of
Availability availability of manpower flat 3000 Rs per
(Aadhar based manpower person/ Day shall be applicable.
Bio metric b) In case, if the non-availability of
Attendance is manpower is consecutively
mandatory for observed by IHMCL for more than
deployed 5 days then bidder shall be liable
Manpower) to replace the manpower
Control Centre Equipment and Software
# Parameter Basis of measurement Accuracy Penalties
3. Availability of all The uptime availability Maximum Within 44 minutes: No penalty
Equipment/ of all equipment of permissible
Software in MLFF system shall be downtime for  Beyond 44 mins, per hour per lane,
Control center 99.9% per lane per all Equipment a penalty of Rs 10,000 shall be
month through EMS shall be 44 applicable.
tool. minutes per  The upper limit of the penalty
lane per shall be equal to total PBG value.
The downtime shall be month.  Beyond that, IHMCL may consider
calculated at a it as a case of breach and may take
cumulative level when necessary actions.
any of the Control Scheduled .
center equipment as downtime is
mentioned below is defined as a If system availability is below than
non-operational for period of time 98%, then IHMCL may consider as a
that specific lane: when the breach and take necessary actions
system will
• MLFF Server remain
including Software. unavailable for
• Network Switch conducting
• All Lanes necessary
communication preventive
down with MLFF maintenance,
server urgent repairs,
etc. The
maximum
scheduled
downtime for
any Site shall
be 4 hours per
month for
plaza system.
Page 24 of 29
Lane Equipment
# Parameter Basis of measurement Accuracy Penalties
4. Availability of all The uptime availability The Within 4 hours: No penalty
components in of equipment shall be permissible
Lane a minimum 99.5% per downtime for  Beyond 4 hours , per hour per
lane per month. all Equipment lane, a penalty of Rs 10,000 shall
shall be 4 be applicable. The upper limit of
The downtime for a hours per lane the penalty shall be equal to total
MLFF equipment lane per month. PBG value.
shall be calculated  Beyond that, IHMCL may consider
cumulatively when any it as a case of breach and may take
of the equipment, as necessary actions.
mentioned below, is
non-operational for If system availability is below than
that specific lane: 98%, then IHMCL may consider as a
1 RFID Reader & breach* and take necessary action.
Antenna
2 Lidar
3 Radar
4 Audit Surveillance
Camera
5 ANPR Camera and
Application
6 IR Illuminator
7 MLFF Application
8 Any additional
equipment

5. Lane Down Time The uptime availability The Within 44 minutes No penalty
of each lane shall be permissible
99.9% per lane per downtime for Beyond 44 minutes per hour per lane,
month. lane shall be a penalty of Rs 10,000 shall be
44 minutes per applicable.
The downtime of any lane per If any vehicle is passing during down
lane shall be month. lane, the revenue loss incurred shall
calculated when any be payable by the successful bidder.
lane is non-operational The upper limit of the penalty shall be
due to non-functioning equal to total PBG value.
of equipment or due to  Beyond that, IHMCL may consider
any other reasons. it as a case of breach and may take
necessary actions.
In case the lane is
down, Bidder should If system availability is below than
close the down lane 98%, then IHMCL may consider as a
and shift to redundant breach* and IHMCL may take necessary
lane immediately action.
within 10 minutes
incident.

6. E-Notice for end The E-Notice shall be Maximum 24 Within twenty four-hour: No penalty
users generated, and log Hours
submitted to VAHAN After that per hours- per instance a
within 24 hrs of penalty of Rs 1000/- shall be
validation. applicable.

Page 25 of 29
Accuracy - Vehicle Count and classification

# Parameter Basis of measurement Accuracy Penalties

7 Vehicle Count 100% Vehicle count (on 100%  For any missing count of any
(Tollable and Non daily basis) vehicle in the accuracy, a penalty
Tollable) of Rs 500000 shall be applicable Per
day.
 Below 98% accuracy, shall be
considered as breach.
 IHMCL reserves right to validate the
accuracy through third party
agency audit.
8 Vehicle 99% Vehicle 99%  For any missing Classification of
Classification Classification (on daily any vehicle in the accuracy, a
basis) penalty of Rs 500000 shall be
applicable per day.
 Below 98% accuracy, shall be
considered as breach.
IHMCL reserves right to validate the
accuracy through third party agency
audit.
System Accuracy – Instance Wise
# Parameter Basis of measurement Accuracy Penalties

9. Un availability of The vehicle passed Per instance Per Instance penalty shall be Rs 10000
Images and video through the lane, is applicable along with revenue loss
Acquirer Bank must incurred from unidentified vehicles.
account for the vehicle
through ANPR (front
and back) and audit
surveillance cameras.
Images and videos are
not available it will be
considered instance of
unaccounted vehicle.

IHMCL shall get the


video from various
cameras processed
through third-party on
sample or complete
basis and arrive on
count of vehicles that
have passed through
each lane.
10 Remote video NHAI should be able to If for any 5000 Rs per camera per day.
Check access any remote reason Same camera will not be checked
access through third again in the same day if violation
party software or found and recorded
overview through IP
and authentication
details provided by
NHAI/IHMCL.

Page 26 of 29
If for any reason
(wrong, IP Password,
network downtime
etc.) the footage is not
visible, or photo is not
available in ANPR,
Audit surveillance
Camera then it will be
considered a violation.
Simple screenshot with
a date time visible
shall be enough to
prove violation by
IHMCL/NHAI.
11 API based data API or uploads-based Per instances Per Instance penalty shall be Rs 3000
sharing with sharing of reports from for data sharing missed by Acquirer
IHMCL MIS/ERP software to IHMCL Bank.
system ERP/MIS as prescribed
in the contract and any
notification / circular
issued from time to
time.
12 Manual Entries In case of any wrong Per instance A penalty of Rs 100000 per instance
manual entries done shall be applicable on each manual
for vehicles or entry.
validated
IHMCL reserves right to validate the
accuracy through third party agency
audit
13 Wrong e-notices In case of any wrong e- Per instance A penalty of Rs 100000 per instance
notices issued and shall be applicable on each wrong e-
admitted by bidder Notices issue and admitted by bidder.

IHMCL reserves right to validate the


accuracy through third party agency
audit
14 Transaction The bidder shall Every Tuesday In case of delay in transactions
(remittances) deposit the collected (remittances) of the User Fee due
user fee amount under this Contract to the Authority
(Clean ETC transaction beyond the due/specified day as
+ Local Pass + Monthly mentioned above, the Authority shall
pass and e-notices levy penalty @ 0.2% per day for delay
issued) for a period in remittance of payment.
from Tuesday The bidder will be required to pay the
(00:00:00 Hrs) of the dues along with penalty within 3
prior week to Monday working days of the specified day
(23:59:59 Hrs) after failing which the same will be
deduction of bidder’s adjusted from the Cash Performance
revenue share of the Security by Project Director and
current week into the simultaneously the Project Director
specified bank shall route the ETC Collection directly
account. to NHAI Toll Account till clearance of
dues. Cash Performance security shall
SLA shall be calculated be replenished by the bidder within
on Monthly basis .SLA next 3 working days from the date of
Penalty settlement such recovery. If agency fails to
will happen in first replenish the performance security
week of every month. and clear the dues in next 3 working
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days, the contract is liable to be
Cash Performance terminated.
security shall be
replenished by the
bidder within 3
working days from the
date of such recovery.

Immediate/real time
credit in the
prescribed account
after the completion
of week,
Spare Availability
# Parameter Basis of measurement Accuracy Penalties

14 Availability of Audit at any point of 100% Each violation/instance shall attract


10% spare time. the penalty of Rs. 3,00,000/-.
(RFID Reader IHMCL conduct surprise
& Antenna, inspection for
Lidar validation/
1 Radar verification of spares
2 Audit
Surveillance
Camera
3 ANPR Camera
and
Application
4 IR Illuminator

Cleanliness and Maintenance of Public Toilets, Control centre, and Surrounding areas of Plaza Building
# Parameter Basis of measurement Accuracy Penalties

15 Maintenance Audit at any point of 100% Each violation/instance shall attract


of Toilets and time. the penalty of Rs. 1,00,000/-
Sanitation, IHMCL conduct surprise
Hygiene inspection of toilets
hygiene
16 Maintenance Audit at any point of 100% Each violation/instance shall attract
of Control time. the penalty of Rs. 1,00,000/-
Centre, Plaza IHMCL conduct surprise
Building, and inspection of Plaza
assets and area
Surrounding
Areas

Note:
I. Penalties may be cumulative, meaning multiple penalties can be applied for
different types of non-compliance within the same period.
II. Any other losses to revenue due to system issues/downtime shall be borne by
bidder. Recovery of such losses shall be recovered by the bidder.
III. If a particular category of report mentioned in “accuracy in RFID reader and
ANPR camera are not as per SLA by Acquirer Bank” repeatedly not acceptable
for SLA penalty shall be applied. Further, the IHMCL reserves the right to
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terminate the contract and forfeit the PBG.
IV. In case the delay is not solely attributable to the Acquirer Bank, no penalty shall
be applicable.

13.1 Consequences of breach

I. If the penalty is more than 10% of Cash performance guarantee for 3 consecutive
months, the purchaser may consider it as breach and reserves the right to
terminate the contract and forfeit the PBG.

II. The total penalty leviable for SLAs violation in entire project duration is limited
to 10% of total Performance guarantee (including cash performance guarantee and
PBG.)

14. Manpower

Operation & Maintenance (O&M) Manpower

(i) The O & M period after the successful completion of works shall include
Operation & Maintenance of the entire MLFF Facility as per the Service Level
Agreement (SLA) with Qualified Manpower mentioned in Schedule-C,
Annexure-5, 5.1, Schedule-I including supply of adequate spares, parts,
consumables, and maintenance equipment required for the facility. The
Bidder shall maintain required spare parts to maintain required service
levels. The minimum Operations & Maintenance manpower requirement as
per Schedule C, Annexure-5, 5.1, Schedule-I is clarified as below. If acquirer
bank feels more manpower shall be required to meet the SLAs, they may
consider in their commercials.

Minimum Manpower
Operation & Maintenance
# requirement for Control
(O&M) Manpower
Center
Project Manager (Dedicated On- 1
1.
site) – (1 Nos.)
2. Field Engineer (8 No. s) 2 in each shift + 2 reliever
3. Auditor/Transaction Validator 4 in each shift + 2 reliever
4. Security Guard 4 in each shift + 2 reliever
5. Cleaner 2 in each shift + 2 reliever

(ii) The Bidder shall have sufficient infrastructure and capability to keep/store
spares required for maintenances and will always during the contract period
maintain sufficient inventory of spares and consumables for operating and
maintaining the MLFF System, and to meet the Service Level Agreement.
(iii) Before the start of O&M Period, the Bidder shall deploy the O&M Personal
mentioned at Schedule-C with prior approval of the Authority. The resumes
of the proposed personal shall be submitted in the format given in Schedule-
C, Annexure-5, 5.1, Schedule-I.

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