NISG

Proposal: Goa State Portal, Data Centre & CSC

National Institute for Smart Government

Proposal For Government of Goa For Preparation of two separate RFPs for Goa State Portal & Data Centre & Citizen Service Centers (CSC)

National Institute for Smart Government, Hyderabad 23rd May, 2006

NISG

Proposal: Goa State Portal, Data Centre & CSC

1. Background

Goa has multiple initiatives to realize the full potential of e Governance in the state. It is looking at establishing a State Wide Area Network (SWAN), Customer Service Centers (CSCs) under NeGP and building applications to automate process within the agencies and departments. Department of IT, Government of Goa has engaged NISG for creation of an RFP for the Goa State Broadband project. To further strengthen the e-Governance in Goa, the Department of IT, Government of Goa has approached NISG for two projects I. Integration of Mahiti Ghars with CSC scheme of the Government of India leading to the creation of an RFP. II. Design of a portal for the Government of Goa to provide all informative, interactive, transactional and collaborative services to citizens and business of Goa & Design of State Data Centre (DC) culminating with creation of an RFP for the same

NISG

Proposal: Goa State Portal, Data Centre & CSC

2. About NISG
National Institute for Smart Government (NISG), Hyderabad is a not-for-profit company incorporated in 2002 (under Section 25 of the Companies Act) with NASSCOM, Government of India and Government of Andhra Pradesh being its initial promoters. Secretary (Personnel) of GOI, Secretary (IT) of GOI, President of NASSCOM, Addl Secretary (e-Governance) of GOI and CEO of NISG are the Directors of NISG. As per its constitution, the equity of NISG is held in the ratio of 51%:49% by the private and public sectors. NISG is being shaped as an institution of excellence in the area of e-Governance and operates in the area of providing consulting services in Strategic Planning, Project Development, and Capacity Building. The various initiatives of NISG include the following: Strategic Planning Designing e-Government Roadmaps for the States Designing Program Management Unit for the National e-Governance Plan Designing e-Government Gateway a Standards-based messaging infrastructure for facilitating Interoperability Architecture & Standards for eGov

Project Development MCA21 Portal - Providing online services to companies registered in India (Ministry of Company Affairs) eBiz - An integrated G2B portal to serve business entities (Department of Industrial Promotion and Policy) 3

NISG Envision -

Proposal: Goa State Portal, Data Centre & CSC a comprehensive e-Governance project of Ministry of Environment & Forests Integrated Land Management System - For Govt. of Andhra Pradesh Designing e-Procurement system for 4 States - Karnataka, Chattisgargh, Orissa & Delhi eGovworld a comprehensive Knowledge portal on e-Governance for Department of Information Technology

Program Management ICT for Development - A program in ICT being managed by NISG for UNDP and Department of Information Technology (DIT) 12 replicable Projects taken up under 4 themes Integrated Citizen Services Rural Livelihoods Governance Women Empowerment

Program Management Unit for assisting Department of IT, GoI in managing National eGovernance Plan

Capacity Building Training Programs for Policy Makers Political Leaders (CM, Ministers & MLAs) MP, Chattisgarh, Manipur

Training Programs for Senior Civil Servants Workshops for eGov Business Units in IT Companies Building Capacity for Institutions e-Champions 100 senior administrators will be trained in eGovernment skills for 14 weeks

Administrative Training Institutes

NISG

Proposal: Goa State Portal, Data Centre & CSC

3. Scope of Work
Our broad understanding of the requirements for the Govt. of Goa is given below: I. State Portal & Data Centre i. Govt. of Goa intends to develop a State portal which will provide all the G2B, G2C and G2G services of all the Government Departments. The portal will front-end the services and will provide a One-Stop-Shop for all the services of the government to various stakeholders including the citizens, businesses, government, international residents and tourists ii. Govt. of Goa also intends to set up a Data Center where all the eGovernance applications will be hosted. Various applications, running on the application servers residing in the DC will provide services through the portal. iii. The Portal will provide initially 15 services of 7 State Government Departments and will evolve over a period of time, introducing information and services of a progressively complex nature in a relatively simpler and user-friendly fashion and will address the needs of all stakeholders. Updated Information and therefore the information architecture will be central to implementation of such a project. iv. The solution will be based on a standards-based framework that is founded upon the principles of scalability, interoperability and security. v. The services available on the portal can be accessed through a variety of delivery channels. 5

NISG vi.

Proposal: Goa State Portal, Data Centre & CSC Service-orientation and citizen-centricity in the design of the portal are of paramount importance.

vii. The business model of the solution should be such as to make it inclusive, expansible and sustainable in terms of financial and commercial sustainability, organizational and managerial sustainability and legal sustainability. Role of public private partnership will be evolved as development of tourism will ultimately lead to attractive businesses for the private partners.

I ntegrating the services

The message citizens see leading to
The information influences the image as well as impacts the transactions an impression of what the government stands for its image. Every interaction with a service channel provides tangible proof of the real value the image delivers its action.

Image

Information
The services need to be consistent across multiple channels

Services

Experience

Every transaction is a moment of truth and has the power to greatly influence the experiences of the citizens

Transaction

Great experiences connect emotionally with customers at key moments

A good design for a portal would focus on Providing great experience of the service Enhancing the image of the government Enabling easy transaction Providing easy access to information Integrating multiple channels for consistency of experience, image, information and transaction

NISG

Proposal: Goa State Portal, Data Centre & CSC

II. Integration of Mahiti Ghars with CSC scheme of the Government of India leading to the creation of an RFP.

NISG

Proposal: Goa State Portal, Data Centre & CSC

4. Methodology proposed by NISG for Design of RFP for

Portal & Data Centre

NISG intends to adopt its standard methodology for such assignment which is termed as CADS Methodology. CADS stands for Conceptualize-ArchitectDesign-Support. A description of the methodology is given in Annexure I. NISG intends to adopt the following phased approach in designing the RFP for Goa State Portal & Data Centre

Stage I: Conceptualization

Stage

The following activities will be undertaken in the conceptualization phase: i. Services Detailing i. ii. iii. iv. Study of the recommendations of EGRM Prioritization of All Services for Portal as per EGRM, Information Collection of 7 Departments & Identification on 15 Services in Phase -1 Detailing the services Study of international best practices and technological possibilities for service delivery ii. Scenario Detailing Conduct stakeholder need assessment exercise and identify the needs of various stakeholders Senario analysis DC Requirements Gathering . iii. Arriving at the broad scope of the portal including the following : a. Segmentation of Stakeholders b. Segmentation of services c. Principles on which the business model is to be designed d. Phasing of implementation

NISG

Proposal: Goa State Portal, Data Centre & CSC e. Geographical spread in terms of Urban, Rural requirements f. Financing model.

iv. Defining the vision, mission and objectives of the portal. v. Conducting a Business Case Analysis.

Deliverables Stage I: Report on stakeholders needs assessment and market segmentation Report on National and International Best Practices

Stage II: Architecture Stage

The following outputs will be generated in the architecture phase: i. Functional architecture that will identify the Services to be delivered by portal, prioritization of those services and roles and responsibilities of various stakeholders in the project. Designing the functional specifications of DC and designing of business model for portal and DC ii. Technology architecture that will suggest a technology solution to support the functional architecture. iii. People architecture that defines the roles and responsibilities of various stakeholders. It includes the change management and training interventions required. iv. Resource Architecture which will identify various resources that are available for implementation of Portal & DC whether they are infrastructure resources or financial resources. The resources could include private resources too.

Deliverables Stage II: Functional Architecture Technology Architecture

NISG People Architecture Information Architecture Resource Architecture

Proposal: Goa State Portal, Data Centre & CSC

Stage III: Definition

The Define stage will identify the transformed services, service and system level metrics and redefined roles and responsibilities of the stakeholders. This phase also identifies a business model that may be used for Public Private Partnership. The following will be the outputs in the definition stage: i. List of services in a prioritized manner. ii. Definition of services to be launched in the first phase. iii. Definition of service levels and SLAs. iv. Definition of roles and responsibilities. v. Phasing strategy. vi. Business Model. vii. An approach paper on designing the delivery channel strategy. viii. Request for Proposal (RFP) for selection of an Implementation Agency. The RFP is the culminating document which contains the result of the entire exercise of 3 months, in 3 volumes mentioned below : a. Vol I Functional Requirements and Technical Specifications b. Vol II Commercial Specifications and Bid Process c. Vol III Operational and Legal specifications and SLAs.

Stage IV: Bid Process Management

The following services will be provided by NISG in this phase: i. Supporting GoG at the Pre-bid Conference. ii. Preliminary scrutiny of the proposals received. iii. Supporting the Evaluation Committee to be set up by GoG, as needed. 10

NISG

Proposal: Goa State Portal, Data Centre & CSC Implementation Agency selected.

iv. Supporting Go in negotiations, concluding with agreement with the

5. Timelines for preparation of RFP for State Portal & DC

S.N.
1

Milestone
Stage I Conceptualization

Time (weeks)
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Stage
2 3 4 Stage II

Architecture Stage
Stage III Definition Stage Stage IV

Bid Process Management

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NISG

Proposal: Goa State Portal, Data Centre & CSC

6. Methodology proposed by NISG for Design of RFP for

Integration of Mahi Ghars with Citizen Service Centres

NISG intends to adopt its standard methodology for such assignment which is termed as CADS Methodology. CADS stands for Conceptualize-ArchitectDesign-Support. A description of the methodology is given in Annexure I. NISG intends to adopt the following phased approach in designing the RFP for CSC

Stage I: Conceptualization

Stage

The following activities will be undertaken in the conceptualization phase: i. ii. iii. iv. v. Studying the Exsisting Mahiti Ghars Identiying the interface and integration requirements with the Portal, Data Center and SWAN Identify the locations of CSC's through out the State of Goa Study of international best practices and technological possibilities for service delivery . Arriving at the broad scope of the CSC including the following : g. Segmentation of Stakeholders h. Principles on which the business model is to be designed i. Phasing of implementation j. Geographical spread in terms of Urban, Rural requirements k. Financing model. vi. Defining the vision, mission and objectives of the CSC vii. Conducting a Business Case Analysis.

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NISG

Proposal: Goa State Portal, Data Centre & CSC

Deliverables Stage I: Report on stakeholders needs assessment and market segmentation Report on National and International Best Practices

H o w a r e t h e g o a ls a c h ie v e d
Citizens
Businesses
Other Sectors

T h e u s e r s w o u ld

Service P oints
Multiple Channels

Web

CSCs* O ffice
A ccess and distribution

Phone

Interoperability Authentication and ID Ma nagement Personalization of the services

Departmental Applications
*CSC Citizen Service Cente rs

a c h ie v e t h e i r g o a ls b y u s i n g m u l t i p le s e r v ic e p o in t s , b a s e d o n t h e i r e x p e c t a t io n o f e x p e r ie n c e T h e r e c o u ld b e m a n y o p t io n s f o r t h e s e r v i c e p o in t s . H o w e v e r t h e s e r v ic e d e li v e r y a c r o s s t h e s e p o in t s n e e d t o b e c o n sisten t. I t a ls o n e e d t o h a v e a c o m m o n t h e m e fo r a u t h e n t ic a t io n a n d p e r s o n a li z a t io n o f servic e

Connected Service Delivery

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NISG

Proposal: Goa State Portal, Data Centre & CSC

Stage II: Architecture Stage

The following outputs will be generated in the architecture phase: i. Functional architecture that will identify the Services to be delivered by portal, prioritization of those services and roles and responsibilities of various stakeholders in the project. Designing the functional specifications of DC and designing of business model for portal and DC ii. Technology architecture that will suggest a technology solution to support the functional architecture. iii. People architecture that defines the roles and responsibilities of various stakeholders. It includes the change management and training interventions required. iv. Resource Architecture which will identify various resources that are available for implementation of Portal & DC whether they are infrastructure resources or financial resources. The resources could include private resources too.

Deliverables Stage II: Functional Architecture Technology Architecture People Architecture Information Architecture Resource Architecture

Stage III: Definition

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NISG

Proposal: Goa State Portal, Data Centre & CSC

The Define stage will identify the transformed services, service and system level metrics and redefined roles and responsibilities of the stakeholders. This phase also identifies a business model that may be used for Public Private Partnership. The following will be the outputs in the definition stage: i. List of services in a prioritized manner. ii. Definition of services to be launched in the first phase. iii. Definition of service levels and SLAs. iv. Definition of roles and responsibilities. v. Phasing strategy. vi. Business Model. vii. An approach paper on designing the delivery channel strategy. viii. Request for Proposal (RFP) for selection of an Implementation Agency. The RFP is the culminating document which contains the result of the entire exercise of 3 months, in 3 volumes mentioned below : d. Vol I Functional Requirements and Technical Specifications e. Vol II Commercial Specifications and Bid Process f. Vol III Operational and Legal specifications and SLAs.

Stage IV: Bid Process Management

The following services will be provided by NISG in this phase: i. Supporting GoG at the Pre-bid Conference. ii. Preliminary scrutiny of the proposals received. iii. Supporting the Evaluation Committee to be set up by GoG, as needed. iv. Supporting Go in negotiations, concluding with agreement with the Implementation Agency selected.

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NISG

Proposal: Goa State Portal, Data Centre & CSC

7.

Timelines for preparation of RFP for CSC

S.N.
1

Milestone
Stage I Conceptualization

Time (weeks)
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Stage
2 3 4 Stage II

Architecture Stage
Stage III Definition Stage Stage IV

Bid Process Management

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NISG

Proposal: Goa State Portal, Data Centre & CSC

8. Assumptions
The proposal of NISG is based on the following assumptions. i. NISG will work with a nationally reputed consultancy firm for this engagement, to support it in its studies and reporting. For this purpose, NISG adopts its internal policies to select such a consultant from the panel already created by NISG. ii. GoG will provide the fullest support to NISG and its consultants in undertaking the studies in various offices of GOG. The appointments and meetings sought would be arranged in such a manner that each phase of the engagement concludes within the scheduled time. iii. GOG will setup an Empowered Committee for the Project which can take all the decisions without any loss of time, duly considering the recommendations made and options provided by NISG. iv. NISG will interact with various stakeholders, to study and understand their requirements. The requirements related to stakeholders will be derived from the documents and information provided by GOG. For this purpose NISG will design the questionnaire(s) to elicit the requirements of the stakeholders.

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Proposal: Goa State Portal, Data Centre & CSC

7. Commercial Proposal
i. NISG estimates its effort and time in designing the RFP and identifying the Implementation Agency, to require the services of 2 principal consultant, 6 senior consultant and 5 consultants in the 4 stages of the engagement of both the project. Basing on the effort and time, we propose to charge an amount of Rs. 75 lacs for the assignment inclusive of all out-of-pocket expenses and taxes. ii. The terms of payment shall be as shown in the Annexure II. iii. Service Taxes would be charged extra as applicable. iv. The expenditure on conducting workshops / meetings, printing RFP, bid advertisements, any other related publicity or communication shall be borne by the Ministry. v. This commercial covers a phase up to signing of agreement between GOG and the Implementation Agency. would be submitted at the appropriate time. If the services of NISG are required further during the implementation phase, a separate proposal

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NISG

Proposal: Goa State Portal, Data Centre & CSC

Annexure I - CADS Methodology of NISG

Note: The emphasis placed on and criticality of the different components of this methodology will vary with the nature and requirements of projects. 1. Conceptualization Phase: During this phase of the project, the expected outcomes, the degree and nature of transformation required and/ or 19

NISG

Proposal: Goa State Portal, Data Centre & CSC desired and the services to be offered (scope) are determined in consultation with project champions/ owners. The process followed will include study of as-is situation (including processes, services, systems, organization, HR aspects), outlining of desired situation, comparisons with best practices/ benchmarking, Gap analysis and cooption of all stakeholders. The vision, mission and objectives of the project are also clearly defined/ reviewed and where necessary redefined. The ownership of the decisions will rest with the Empowered/ Committee .

2. Architect Phase: During this phase, the solution is architected to meet the project objectives. Developing requirements/ specifications of the functionality of the solution, assessment of the technologies that need to be deployed to provide the functionality along with other required features such as scalability, inter-operability, performance, up-time and fault tolerant characteristics, process involve security, disaster recovery and business continuity, assessment phase may reengineering, consultation organizational various interventions, including

of needs of capacity building constitute this phase. This with players

departments and technology providers. 3. Define Phase: Based on the solution that has been architected, a set of definitions of transformed services, service level metrics (for processes and technical systems) and roles and responsibilities (change management) of the stakeholders are arrived at. Also defined in this phase is the business model that is to be adopted in implementing the solution and sustaining it who will own the infrastructure, how will the implementation partner/ operator recover his investments/ operating costs and make a profit, at what kind of transaction volumes, what levels of user charges are permissible, what will be other revenue streams, how will the revenues be split etc. are some of the questions that need to be addressed. These are the pre-requisites for seeking bids from potential implementation partners through a RFP. A review and approval of these 20

NISG

Proposal: Goa State Portal, Data Centre & CSC definitions by the Empowered Committee at this stage is recommended as a good practice. The definition phase leads to the development of the RFP including SLAs. the functional and technical specifications, commercial requirements and operational specifications, legal specifications and the

Support Phase: RFP (Request for proposal) as a key deliverable is the culmination of all that has gone into the project before this stage. Based on the specifics of the contracted assignment with NISG, support is extended to bid process management and evaluation, negotiation, legal agreements, subsequent program management, acceptance testing, pilot implementation, 3rd party audit of implemented solution, scaling up and rolling out the application including related business models and eventual assessment of the project vis--vis targeted outcomes.

Annexure II Terms of Payment

The payment terms shall be as follows: Payment Number 1. 2. 3. Payment Term On award of the Consultancy to NISG On Completion of Stage III On completion of Stage IV 20% 50% ( On 30% % of Payment

Selection of implementation Partner)

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