TECHNICAL DOCUMENT FOR PRE-

TENDER MEET dated 11/12/2017

on
Development, Implementation and
Maintenance of General Service
Platform/Business Analytical Platform (BA)
on SAAS Model
For
 1. Introduction

Indraprastha Gas Limited (IGL) was incorporated in 1998 and took over Delhi City
Gas Distribution(CGD) Project in 1999. The organization is a leading natural gas
retailing and distribution company and in consortium with GAIL India Ltd., BPCL and
Govt. of Delhi. IGL is supplying Piped Natural Gas (PNG) to domestic, commercial,
industrial consumers and Compressed Natural Gas (CNG) to transporters through steel
pipeline networks in Delhi and NCR i.e. Ghaziabad, Noida and Greater Noida. IGL has
recently been awarded a new geographical area i.e. Rewari and Karnal, which fall
under the state of Haryana
IGL is continuously improving the internal and external processes by implementing
various systems which has resulted in its growth and customer satisfaction. IGL further
desires to improve on business processes through implementation of a General
Service Platform (GSP) for creating effective Business Analytical (BA) platform for CGD
business.
The GSP/ BA Platform will be the common umbrella software application which will
coordinate all activities with each service and to provide necessary functionality for
specific processes. GSP/ BA Platform will act as a one-stop solution for managing
business process integration and collecting data from various systems, analyze the
collected data for fast and effective decision making.
 2. Project implementation methodology and timeline

Time period
SNO. Milestones
(months)

1
AS-IS- Successful understanding of IGL business,
functions, processes and data systems.
2
KPI-Successfully defining KPIs, matrix, data/system
modules and reports.. 6
PROTOTYPE/DEVELOPMENT- Successfully
3 building a GSP prototype on selected 20-30% of IGL
provided data.

DEPLOYMENT/PRODUCTION - Successful
implementation of GSP prototype on complete 100%
4 data for all mentioned systems of IGL. All data 6
pertaining to deployment / production stage should
reside in India.

The GSP/ BA Platform project will be implemented in SAAS model .

System is being developed in such a manner that it will allow all types of Integration with any
existing as well as future automation that take place at IGL.
The selected GSP Provider has to complete the development of existing automated modules
within 6 months from receiving the Purchase order/FOI from IGL.
The selected GSP Provider has to deploy and run the prototype / solution model for at least 6
months at full scale capacity in terms of 100 % IGL data pertaining to existing automated
processes / systems. In these minimum six months of deployment, vendor will automate
remaining manual processes and integrate them to GSP/BA.

Existing automated systems

System Description
Sl.No.
1 Steel Pipeline SV (Sectionalizing Valve) Automation.(SCADA)
 2 AMR for I&C (Industrial & Commercial) Customers
3 AMR for existing Domestic customers
4 CNG stations with Site Monitors of Compac dispensers
5 Odorization unit automation
IGL’s portals: IGL CHARM Portal, Customer Portal, Bill watch
6 System portal, Debar Portal, Complaint management System etc.
7 ERP (SAP)
IGL Mobille Applications: (Meter reading apps, Field Mobility Apps,
8 Domestic Consumer Apps)
9 GPS System for LCV Tracking
10 Operational Risk management System (ORM Tools)
11 Integration File Tracking System
12 Integration with IT Helpdesk System
13 Payment Gateway integration
14 HR-Biometric Attendance

Existing Manual Processes

Sl.No. System Description
1 Development of Dealer Licensing Module
2 Enterprise Risk Management (ERM) & Auditing System
3 Automation of Corporate strategy department
CNG and PNG manual work automation ( Land status, Civil work,
4 Approval related to NOC, PESO License, Pipeline Laying Status)
5 E tendering process for Pes& JV and C&P Department
6 Automation of Corporate Communication and CSR Activities
7 Automation of Litigation status
Automation of all HR related processes: industrial relation,
recruitment, training & development, travel, pre-printed stationary,
8 fuel consumption by company cars etc.
Automation of Calibration certificates of field equipments and
9 automation of ISO documents.

3. Technical Scope

3.1. SCOPE OF WORK (Development of GSP/ BA Platform Application)

Background

IGL wants to improve on its business processes through implementation of a General Service
Platform (GSP)/business analytics (BA) platform for creating effective Business plans for CGD
business.

The GSP/ BA Platform will act as a one-stop solution for managing business process integration
and collecting data from various systems, analyze the collected data for fast and effective
decision making.
The General Services Platform GSP/ BA Platform will be the common umbrella software
application that coordinates all activities with each service and provides necessary functionality
for specific processes..

Since the GSP/ BA Platform is having very multifaceted elements that can be brought online as
plans permit. As processes get added the GSP must be able to adapt as it will be a living
breathing system always growing and changing GSP/ BA Platform Core System will cover all
existing systems and add new modules for missing data gaps. It will provide a real time data
analysis for effective decision making.

Propose GSP/ BA Platform application architecture:

I. Existing Automated processes currently running at IGL

As It is well understood that, Government of India has approved the ‘Digital India’ program with
the vision to transform India into a digitally empowered society and knowledge economy. .

The major applications that are currently running at IGL is given below

1. ERP (SAP)
 Currently, SAP is used as ERP system in IGL. The some of the SAP modules
already implemented at IGL are:

1. Materials Management (MM) and Quality Management (QM);

2. Financials and Controlling (FI/CO);
3. Project Systems (PS);
4. Plant Maintenance (PM);
5. Human Resources (HR), including Employee Self Service (ESS) and
Manager Self Service (MSS)
6. Sales and Distribution (SD);
7. Industry Specific Utilities (ISU); and
8. Solution Manager
9. Business Intelligence & Business Objects (BI & BO)
10. Extended Enterprise Content Management by Open Text (ECM)
11. Document Presentment (DP) by Open Text
12. Customer Relationship Management (CRM)
13. Business Communication Management (BCM)
14. Utility Customer E-Services (UCES)
15. Governance, Risk and Compliance (GRC) – Access control
16. Enterprise Portal (EP)
17. Net Weaver Process Orchestration (PO)
18. Sybase 365 Money Mobilizer Platform + SAP Enterprise Integration for
Utilities Customer Engagement + Reporting
19. Manufacturing Integration and Intelligence (MII)

2. Automatic meter reading system ( for PNG Domestic and Industrial customers)
3. Smart Phone application ( for Domestic customers)
4. Compac Dispensers online monitoring system.
5. ORM Tool, is running to check the Risk Management at Operational Levels
6. GPS based System is running for LCV Tracking System
7. Various Portals(not limited to- CHARM Portal, Customer Portal, Bill watch System portal,
Debar Portal) are running to cater the need of various requirements
8. Different Mobile Applications (not limited to-Meter reading apps, Field Mobility Apps,
Domestic Consumer Apps ) are running at IGL to cater various need of intra
departments
9. Remote Valve Operation for SV stations.(SCADA)
10. Odorization units are automated with installations of different specific tools
11. Complain management System is used to track and trace all the complaints raised at
IGL and different users will be accessing to the Complaint management solution to
address the complains.
12. Automated File Tracking System for smooth transaction of Files.
13. Various MIS Reports
14. Payment Gateway Integration
 II. Existing manual processes currently running at IGL that need to be automated

There are certain areas which are still running under the manual process and data is
acquired under various forms/type.

 Development of Dealer Licensing Management System : IGL deals with various dealers for
selling of the Gas. It is well understood that IGL requires developing a dealership
licensing module for automating all its licensing business processes. Visualize a solution
that covers application reviews, exams, renewals, audits, fees, complaints,
investigations, legal actions, and compliance activities.
 Enterprise Risk management System and auditing system under Quality and Integrity
management.
 The entire process (Strategic Planning process, Project wise strategy planning, History
of strategy adopted etc.) of Corporate strategy department is running under manual
process
 Some of the vital reporting and information’s like (DPR Preparation, maintenance of Gas
reconciliation, information of consumption of station power, information related to
machine Ownership status) are being maintained in manual way through excel sheets.
 Under CNG Project department various process are still running manually like
( information related to civil work going on, equipment status, approval mechanism for
NOC, PESO Licensing, power loading status) for new projects. Similarly for existing
projects currently information related to Land status is being maintained manually.
 The entire process of tender mechanism up to selection of vendor (which is dealt by
PES and C&P Department) is running on manual process which requires to be
automated for smooth communication.
 All information and transaction process dealt by legal department is currently running in
manual process.
 Information related to Industrial relationship, recruitment process, training and
development, employee grievances, estate management, health insurance, fuel
consumption by company cars and preprinted stationary, processes those are dealt by
HR department is currently running under Manual process. This creates hindrance for
the user to get exact report at required time
 Vital information like project status Pipe laying status which is being dealt by the PNG
department is currently running under manual process.
 All information dealt by Corporate communication department ( information related to
Corporate communication and corporate social responsibility) is running in manual
process

III. General requirements for GSP/ BA Platform

Proposed GSP/Business Analytics platform should meet under mentioned Deliverables
(requirements):

1. Scalable, Modular and Flexible (extensible with respect to all business functions),
such as to be compatible solution oriented in respect to existing and future
requirements. Further it must be scalable, expandable to cater the increase in number
of users, processes, systems or technologies
2. Rationalize existing reports and also develop new reports as per IGL requirements.
3. Suitability with respect to IGL technical ecosystem and support functional needs.
4. Detailed data assessment, validating ability to support functional requirements.
5. Provide dashboard showing automated reports and defined analytical output.
6. Capable to integrate with other systems though Application Programme interface
(API).
7. Capable of updating on Pre-defined interval or Real-Time basis.
8. Compliance to latest Common Data Format (CDF) protocol in order to communicate
with third party applications
9. In-built features for customization possibilities to publish/generate various reports as
per IGL requirement.
10. Geographic Integrated System (GIS) integration to support Geo-Tagging of all assets
11. Should have mobile application support/mobile App for GSP/BA.
12. Accessible through internet or intranet.
13. Provided solution should support private cloud or private cloud inside the hosted data
centre provider. The proposed cloud solution must have the capability to transfer/shift
the entire solution into dedicated private cloud of IGL in future.
14. Provide change management services to support business users
15. Capable to port and integrate data from existing system.
16. Comply with third party digital security for SSL/TSL compliance.
17. Inbuilt email feature, message alerts.
18. Compatible with devices such as scanner, printer and Wi-Fi projectors, video wall etc.
19. Inbuilt document management feature and should support various extensions such as
.doc, .docx, .pdf, .xls, xlsx, .txt, .rtf, .bmp, .jpeg, .jpg, .png, etc.
20. Product should be capable for detailed analysis of manual process and integrate them
to enterprise data warehouse.
21. The system should bring transparency in payment reconciliation process by
integrating the data into GSP/ BA Platform from available payment modes through
developed automated system for CNG/PNG customers like Credit/Debit Card,
Payment through e-Wallets, Cash Collection etc. and provide real time status of
transactions. The system should capture the real-time payment transaction data and
pass on to GSP/ BA Platform.
22. The proposed system will be used to monitor the various performance matrixes like
DSM performance, compressor efficiency, dispenser efficiency, Section Valves etc.
23. Predictive, Prescriptive and descriptive analytics can be performed through GSP
Dashboard. Mentioned analysis must be clearly performed and shown to IGL after
successful completion of prototype/development phase.
24. The GSP/ BA Platform System will integrate with existing systems like SAP, third party
software using Common Data Format (CDF) by harmonizing data.
25. The Bidder would be responsible to fetch the available data from third party systems
and integrate it into GSP/Business analytics platform.
26. The entire solution (during production / deployment phase) including Data (during
production / deployment phase) will not be hosted outside India as per RBI / MEITY
guidelines during deployment/production.
27. The solution should have the capability to lift and shift without configuration the entire
system from hosted data Centre to IGL as an option in the future without any
additional cost (in terms of hardware / software) to IGL.
28. Provided solution shall be compatible with the available IGL Hardware & Software.
29. At the time of contract closure vendor (Solution Provider has to handover all data to
IGL without any condition and will be free of cost).
30. The Development of GSP/BA may take place on a public cloud. During development IGL will
identify Data, which the bidder will extract and use during period of Development and
testing.

31. Post acceptance of development model by IGL and subsequent to management

approval for Go Live, the Bidder will have to ensure that the system is lifted and
shifted, AS-IS, to a Dedicated Cloud infrastructure for IGL in India. This Cloud service
of the GSP/BA's Cloud Hosted solution infrastructure must be physically dedicated to
only IGL's GSP/BA application and the underlying GSP/BA technology layer and
resources should not be shared with any other customer of the Service provider
during the time of contract to avoid security breaches, IP related infringement issues,
reduction in performance arising out of competing resource demand from any non IGL
GSP/BA application etc.
32. At the time of contract closure of the GSP/BA service provider, the entire technology,
including dedicated cloud infrastructure , application layer, application logic, ETL/ELT,
Business analytics layer, algorithms , KPI's and reports including all the underlying software
technology, should be movable from GSP/BA Providers Data Centre As-Is, to IGL's
Dedicated private cloud / Data Centre without any additional cost (in terms of hardware /
software) to IGL.

Detailed requirements based upon various IGL processes

Inline to the implementation approach, two segments have been defined (Existing automated
process and manual Process). The GSP/ BI Platform implementing agency is required to
integrate the existing automated process and in the proposed GSP/ BA Platform application
and will also provide and build a solution to automate the various process data, which is
currently running manually at IGL.

It is required that Bidder will provide best suitable solution which require minimum configuration,
custom made application, Multi compatible coding and secure data encryption.

The Proposed GSP/ BA Platform will be developed in such a manner that will help the end user
to configure the modules from the user interface dynamically with drag and drop facility.

The Propose GSP/ BA Platform will be integrated to all the existing automation modules
.Below are segment wise requirements( but not limited to) required in GSP/BA tool.

Wherever manual data collection points exist, a web based application compatible with mobile
browsers for data collection from the department/process needs to be developed by GSP/BA
provider to collect the data.

 GSP/ BA Platform implementation on ERP:

SL. No. Requirements

1 The Propose GSP/ BA Platform should be integrated to All the modules as
mentioned in the document covering under ERP (SAP)
2 Various reports to be consolidated and displayed on GSP/ BA Platform,so that
quick decision can be made possible
3 Should be able to drill down to specific data parameters on requirement
4 Should be able to show the reports on graphical as well as statistical format
5 Reports to be displayed user role wise
6 Module wise different reports can be displayed instantly
7 Option for export to excel, PDF, and other formats to be there so that the extract
of GSP/ BA Platform data can be used further.
8 Comparison analysis can be done by taking relevant data as input
9 Auto email and SMS facility will be there so that instant communication can
made possible from the system itself.

 GSP/BA Platform implementation on Customer portal:

SL. Requirements
No.
1 Information about Customer details, customer feedback to be displayed on GSP/ BA
Platform which will help the concerned authority to take immediate action for
customer retention.
2 Should be able to generate alerts and acknowledgement about negative feedback
received by customers.
3 Should be able to show the reports on graphical as well as statistical format
4 Reports to be displayed user role wise
5 Feedback from Social media and other electronic media can be displayed
6 Higher authority can able to drill down from the system to get information about the
customer and their transaction details.
7 Information about the active and inactive customer to be displayed in the GSP/ BA
Platform System and proper analytics can be maintained against the inactive
customer for retention process
8 Details of Outstanding payment against customer can also be displayed which will
help the higher authority to take immediate action on the same.
9 Auto email and SMS facility will be there so that instant communication can made
possible from the system itself.

 GSP/BA Platform implementation on Document Management System:

SL. Requirements
No.
1 Information of No. of documents digitized and kept digitally at IGL to be displayed
2 Document retrieval mechanism will be there which will help the higher authority to
refer some old document while in a meeting.
3 File tracking system to be integrated which enable to track a particular e file
4 Should be able to show the reports on graphical as well as statistical format
5 Reports to be displayed user role wise
6 Information related to pending file and with no. of days and date can be tracked.
7 Higher authority can able to drill down from the system access a particular file to
open and check the information mentioned in the file
8 Information about No. of Letter received and dispatched at IGL can be monitored
9 History of a file movement can be tracked through GSP/ BA Platform
10 Auto email and SMS facility will be there so that instant communication can made
possible from the system itself.

 GSP/BA Platform implementation on Remote Valve Operation:

SL. Requirements
No.
1 The GSP/ BA Platform Application required to be integrated with the SCADA
System running at IGL
2 Information related to Valve operation to be projected in GSP/ BA Platform
3 Status of each Valve ( functioning/ Nonfunctioning) ( breakdown/ Shutdown) will be
displayed in GSP/ BA Platform
4 Information will be displayed both in GIS Map as well as In Statistical mode in GSP/
BA Platform so that the higher authority can able to get instant information easily
5 Various alerts and notification should be displayed in different color code so that the
authority can able to understand the information and can take immediate action as
and when required.
6 Various Analytics can be made with the data so that relevant reports can be
generated
7 Drill Down option for the higher official on the GIS map/ analytical data to know the
information about a particular Valve/ compressor
8 Auto email and SMS facility will be there so that instant communication can made
possible from the system itself.

 GSP/BA Platform implementation on MIS and JMR Report:

SL. Requirements
No.
1 GSP/ BA Platform required to be integrated with all applications to receive report in
a consolidated format and on real time basis.
2 The reports will be displayed in statistical and graphical way.
3 GSP/ BA Platform will be accessible to different users on basis of specified roles
4 Various data analytics needed to be applied through GSP/ BA Platform so that
instant decision can be taken on case to case basis.
5 Reports will be displayed with all parameters with various drill down option.
6 Auto email and SMS facility will be there so that instant communication can made
possible from the system itself.
7 Option for export to excel, PDF, and other prescribed format to be given in the GSP/
BA Platform Application so that reports can be saved for further use.

 GSP/BA Platform implementation on PNG Commercial and Industrial management

Dashboard:
SL. Requirements
No.
1 All types of reporting formats to be displayed on GSP/ BA Platform
2 The reports will be displayed in statistical and graphical way.
3 GSP/ BA Platform will be integrated with all the existing as well as forth coming
automation process running at IGL so that relevant reports can be extracted with
respect to domestic, industrial and commercial users
4 Various information to be displayed on GSP/ BA Platform so that preventive /
corrective action can be taken instantly.
5 Reports will be displayed with al parameters with various drill down option.
6 Auto email and SMS facility will be there so that instant communication can made
possible from the system itself.
7 PNG Customer complaint details / status of their complaint and a history of specific
complain can be displayed on the GSP/ BA Platform system
8 Through GSP/ BA Platform Comparison analysis can be made possible related to
revenue of PNG Departments

 GSP/BA Platform implementation on Gas reconciliation:

SL. Requirements
No.
1 The GSP/ BA Platform will be integrated with the proposed automation system to
generate various information
2 Through GSP/ BA Platform the official can do predict on the future aspect due to
Gas Loss
3 The Higher authority can also analyses the past data and provide necessary
preventive action to overcome the challenges made due to gas Loss
4 Loss in revenue can also be measured in GSP/ BA Platform system due to gas
reconciliation
5 Various reports ( statistical and Graphical ) can be generated through GSP/ BA
Platform for better decision

 GSP/ BA Platform implementation on mobile application:

SL. Requirements
No.
1 The GSP/ BA Platform will be integrated with the proposed Mobile application system
to generate various information
2 Various reports can be generated and review can be done through this system
3 Status of Opinion Polls that done through Mobile apps can also be viewed and instant
decision can be taken

 GSP/BA Platform implementation on dealership licensing module:

SL. Requirements
No.
1 The GSP/ BA Platform will be integrated with the Dealer Licensing system to generate
various information
2 Higher authority can able to get information on no. of Dealers obtaining License, No. of
dealers requesting for license, No. of dealer’s license got cancelled etc.
3 Various reports ( statistical and Graphical ) can be generated through GSP/ BA Platform
for better decision

 GSP/BA Platform implementation on Payment gateway Integration:

SL. No. Requirements

1 Information related to revenue generated from each Payment Gateway
Aggregator this will help the higher authority to take proper decision for
accepting / rejecting the payment Gateway Aggregator while installing a new
station.

 GSP/BA Platform implementation on Manually Acquired data for Reports:

SL. No. Requirements

1 Real Time data can be projected to GSP/ BA Platform for instant decision
process
2 Various analytics can be done on User interface level to get required information
in shortest possible time
3 Auto email facility will be there so that instant report can be mailed to desired
users
4 Reports will have save/ export to excel/ export to pdf option so that this can be
used in future
5 Various analytics will be implemented so that desired output can be retrieved as
quick as possible
6 Various graphical and statistical mode of presentation of the reports will help the
concerned officials to take instant action.

 GSP/ BA Platform for Management Dash board

The Dashboard will be flexible enough to define role specific dashboards and to define unlimited
user roles for dashboard views. It should also be flexible enough for user to include new
scenarios in future. The system should be capable enough to drill down management
information right from the high level summary data to a smallest unit level like one dispenser
analysis data or DSM’s Performance for the day. It should be speedy, reliable and scalable. The
dashboard should display the visual representations of the data. Much of this data will be in the
form of meaningful KPI’s. A lagging indicator illustrates what has happened as a final result
such as total revenue in a month. A leading indicator is something that is more tied to real time
performance such as Dispenser Current Revenue / Hr. Managing these leading indicators will
have a dramatic impact on the lagging achievement indicators such as revenue and profit.

SL. No. Requirements

1 The Dashboard will be flexible enough to define role specific dashboards and to
define unlimited user roles for dashboard view
2 . It should also be flexible enough for user to include new scenarios in future.
3 The system should be capable enough to drill down management information
right from the high level summary data to a smallest unit level like one dispenser
analysis data or DSM’s Performance for the day
4 It should be speedy, reliable and scalable.
5 The dashboard should display the visual representations of the data
6 Data Will be displayed in the form of KPI.
7 There should be mix of leading and lagging indicators. A lagging indicator
illustrates what has happened as a final result such as total revenue in a month.
A leading indicator is something that is more tied to real time performance such
as Dispenser Current Revenue
8 Various Analytics can be done through dashboard.

Note: As proposed by consultant Tatwa, IGL in the future, could ask the GSP vendor to
partner with IGL to resale this built GSP solution to other potential customers and regions
that get added to IGL portfolio. In such case IGL will help facilitate and help the GSP vendor to
add more services to the current system and will share new potential revenue on a
negotiated case to case basis.

Development of Common data Format in GSP/BA Platform Implementation:

 To implement GSP/ BA Platform, It is required to finalize a common data format by
which all the required systems will provide their necessary information in a same format which
can be further used as an input for GSP/ BA Platform to display the information in the display
board.

The Common Data Format has to be documented and approved such that IGL and its
vendors can build equipment that will be compliant with the CDF. The role of the CDF is to help
enforce consistency with the vision. The CDF is technically crafted by a competent developer.
They should keep in mind the need to pack data such that the payload is as small as possible
reducing data loads at every point in the system.

3.2. Technology to be proposed for GSP/BA Platform

Vendor having already implemented similar solution or vendor having off the self-
solution will be preferable.

The technologies selected by the bidder should be limited to those OEM’s, which have
appeared in any of the last 3 years published Gartner’s /IDC/ Forrester reports in the
under-listed area:

a. Cloud Infrastructure as a service. (or if not mentioned in any of the last 3 years
published Gartner’s /IDC/ Forrester reports, then Cloud service provided must be any of
the service providers listed in the MEITY guidelines)

b. Data warehouse & Data Management Systems

c. Business Analytics / Advanced Analytics / Business Intelligence platform

d. Data Integration

Application Architecture – Design Methodology

It is understood that the core objective of development of GSP/ BA Platform is to provide

a seamless communication medium as well as a real time data acquisition centre for the higher
management to take instant decision on the functionalities as well as daily transaction at IGL.

To full fill the above mentioned objective the technology which is required to be used for
development of GSP/ BA Platform will consist of following parameters:

Scalable and Sustainable

GSP/ BA Platform should be sustainable and scalable horizontally and vertically. Sustainability
requires the platform to use software’s, tools, frameworks etc. which have a large user base,
preferably COTS products with provision for regular long-term support and upgrades.
Pluggable and Loosely coupled Components
GSP/ BA Platform should be built with open standards and open APIs with plug-n-play
capabilities. The system should be designed to plug-in new technologies and components in a
seamless manner, cost effectively. Similarly any obsolete technologies or components should
be removed without impacting any other component of the system. The components should be
loosely coupled to allow changes in applications that are integrated with it and in any sub-
system level without affecting other components and system. It should be architected to work in
a heterogeneous technical environment.

Ease of Deployment
Integration of departmental Vertical applications with GSP/ BA Platform should involve minimal
changes (ideally to the extent of exposing their existing APIs or developing new APIs if required)
in the respective applications. Also, Application integration with GSP/ BA Platform should
happen seamlessly across all the channels (as opted for by the integrating department)
simultaneously.

Heterogeneous and Interoperable

GSP/ BA Platform should be designed keeping in mind that information flows across
applications owned by different departments. System should be able to integrate and
interoperate with various other external entities with government and external agencies. The
ability of the solution to easily and in a relatively seamless manner integrate with external
entities, interoperate with multitude of technologies is a significant criterion while selecting the
technology.

Service Analytics
GSP/ BA Platform should be able to generate insights on quality and quantity of services
delivered and the gaps, potential areas, through Service Analytics in the form of diagnostic,
descriptive, predictive and prescriptive. These include, but not restricted to, on-demand reports
which can be configured, filtered and customized by participating departments and aggregated
across various departments at the apex level of IGL. Relevant dashboards should be available
for decision makers about the platform’s performance and usage and insights on user
preferences for different services.

Dual-Language Support
GSP/ BA Platform shall provide English by default and support Hindi, across various for
services across service categories required by individual applications/integrating departments.

Security
GSP/ BA Platform shall have capability to manage security and privacy at multiple levels. A
transactional service may require higher security levels than an ordinary information service
such as status check or normal enquiry transactions. Non-functional requirements such as data
security, user authorization and access control need to be taken into account while designing
the components of the application.

Ease of Integration with external interfaces

GSP/ BA Platform should have open API based architecture that facilitates easy integration with
and by external applications within and outside the IGL application portfolio. In case any of the
components of the solution is a COTS product, appropriately designed wrappers shall be
proposed, with the feature of publishing the APIs required for integration.

Core Components

Common Services:
i. Security: Role based access, encryption of user credentials; Checks to detect any
corruption of data through processing errors or deliberate acts/acts of sabotage.
ii. Governance: An automated communication channel for exchange of metadata and
service information between service consumers, providers, policy decision points
and additional governance tooling.
iii. Service Registry and Repository: Single source for all the services and their
dependencies.
iv. Monitoring: Administration of the Platform ranging from day to day transactional
data to health.
v. Caching: Speeds up access to data and reduces demand on an enterprise's
bandwidth.
vi. Logging/Reporting: In-Built and customized logging and reporting frameworks.

Cloud Integration
i. Policy Management: Optimize policies and organizational collaboration by
centralizing policy management to maintain version controls, code release and
management, while simultaneously federating policy creation, distribution and
enforcement.
ii. SaaS Connectors: Quickly and easily configure integrations between the existing
technology and SaaS applications
iii. Cloud Service Provider Management: Manage cloud service integrations using
actionable analytics

Application & Data Integration Layer

i. Validation: Incorporate validation checks into applications to detect any corruption of
information through processing errors or deliberate acts.
ii. Managed File Transfer (MFT): Secure file transfers, also support reliability and
guaranteed delivery.
iii. Transformation: Capable of data transformation.
iv. Messaging: Simplify messaging with one solution from streaming real-time data
across enterprise, web and mobile channels.
v. ETL: Allow bulk data movement and transformation in a single step without affecting
performance.

Application Layer
i. Packaged application: Enable and integrate packaged application, databases and
deployed logic to execute new business processes in real-time.
ii. Custom applications: Support integration / communication with custom or third
party applications.
iii. Legacy/ Applications: Support integration/communication with underlying legacy
applications.

Data Layer
 i. Content Management: Ability to store and retrieve contents open source document
and content management. Open source content management
Data Management
i. Data Services: Merging with and leveraging external data and combing data from
different repositories

3.3. SCOPE OF WORK( Project Implementation and Planning)

Once the vendor is selected, It is required for the selected vendor to execute the work in below
process.

 Project Planning / Study:

 Creation of Project Plan & Schedule
 Project Scope preparation with consulting to IGL
 Defining phase wise activities
 Defining Roles and Responsibilities for various activities to be carried during the project
period
 Strategies to be made for Monitoring and Control Mechanism
 Activity wise start dates, duration, end dates
 Activity wise resources required planning
 Risk management and mitigation planning

 KPI Review and analysis

The Selected vendor will support IGL in reviewing current KPI tree and provide recommendation
of the to-be KPIs to be incorporated in the target GSP/ BA Platform. Report rationalization
based on the KPIs should be done. The vendor will provide leading practices and knowledge
related to the industry to ensure business processes work efficiently with the support of the new
system.

The activities would be following:

 Revisit the existing business KPIs and perform an assessment.

 Recommend to-be KPIs based on industry leading practices.
 Report rationalization based on the identified KPIs

In view of the above, A detailed KPI tree for each area should be prepared to the lowest
granular level highlighting symptom, root cause and potential business action/remediation plan.

 Business and Requirement Analysis

The vendor shall perform detailed capturing of the business and functional requirements.

 A detailed stakeholder analysis will have to be performed to identify the key

stakeholders, and how the proposed system can benefit them. Subsequent
sessions will then be conducted with the stakeholders to understand their key
expectations, and possible benefits can be finalized accordingly.
 The activity shall capture key requirements with regard to data requirements,
reports and their formats, dashboards and their formats etc.
 Vendor shall carry out a detailed assessment to validate and finalize the
functional requirements.
 The vendor will be required to create a detailed Business Requirement
Document, which shall capture the key outcomes of the Business Analysis that
has been performed, together with the finalized requirements.
 Help in rationalizing of reports.
 Master Data Management strategy, Governance.
 Evaluate BA tools to find suitability to IGL’s technical ecosystem and support
functional needs.

 Solution Analysis, Architecture and Design

The Selected Vendor shall design integrated solution architecture to deliver the business and
functional requirements.

 The solution thus designed should have seamless integration among all the
constituent components and shall include the application architecture, user
interface, database models, security/user access details etc.
 The solution architecture document shall highlight the major components of the
solution and map it to the requirements identified. The detailed design document
shall describe complete low level details of various components identified in
solution architecture, including custom configurations whenever required.
 Vendor shall ensure that the data model, interface designs, and other
components are designed as per globally accepted best practices.

 Solution Development and hosting of different solution Components

The Selected Vendor shall be responsible for setting up, hosting and maintaining the solution as
a SAAS.

Vendor shall have the overall responsibility for development/customization, integration, testing
and rollout of all components of the proposed solution, in a manner that all functional and
business requirements are captured. In this process the vendor will be responsible for provision
and maintenance of the underlying common IT infrastructure on which GSP/ BA Platform will be
hosted and deployed.

 Security Checking, Cyber security Auditing an compliances

The Selected Bidder would be responsible to get the security audit (functional, nonfunctional,
security aspects) of the GSP/ BA Platform completed through STQC or any empaneled agency
of STQC as part of its scope of work.

 Data Warehouse Platform

a) Data Acquisition and Integration
Depending on the mode of data acquisition, the vendor will be required to propose
different solutions as mentioned below:

 ETL/ELT (Extract, Transform & Load) / (Extract, Load & Transform): It is

required that for data movement and transformation, ETL/ELT solution be used.
The proposed ETL/ELT solution shall also be leveraged to perform complex
transformations such as reformatting, aggregating, converting large volumes of
data from multiple sources and help in cleansing.

 Based on the data profiling, the service provider will define data quality rules to
be followed and /or data cleansing rules to be applied in the ETL process. Data
quality/cleansing/harmonization will be in the scope of work of the service
provider. Raw data from systems, field and other sources may require review
and cleaning for which the bidder may use appropriate tools, processes and
other resources as may be required. The bidder shall specify their data
cleaning approach.

b) Data Processing and Data Quality

This layer will enable to perform data processing tasks such as data validation, data
transformation, data standardization and data enrichment, data quality etc. on the
incoming data.

This layer will create the foundation for IGL to get insight into data, identify and detect
non-validated data, standardize and help in de-duplication of data to obtain single view
of the data in the warehouse. Data quality is the critical requirement in this engagement
and the vendor is required to propose, as part of the technical proposal on how it plans
to implement data quality. It may happen that there exists discrepancies in the source
data and the same shall be most ideally be captured during the data acquisition and
processing activities.

For every data captured from the source system, there shall ideally be data quality
processing against preset rules or through outlier analysis, and if found to be discrepant,
shall be flagged before being put into the data warehouse. Reports should be prepared
for all such discrepant records per source system, and the same should be shared with
the proposed system.

The platform should be able to ingest different types of data (structured and unstructured
data) from different types of sources; the minimum list of IGL data sources is already
listed.

c) Enterprise Data Warehouse

The primary role of the Enterprise Data Warehouse will be to address high performance
and multidimensional reporting requirements of IGL. This layer shall ideally store the
logical data model in a high normal form with an intention to eliminate duplication.

Depending on the solution designed, the layer may contain aggregates, dimensions,
facts or can store data based on various subject areas, enabling IGL to easily grow as
the new entities and attributes are added in future. The purpose is to store data in a
 single integrated data format, designed to promote cross-functional usage and exploit
right data from right platform thereby creating a single view of the business

 Reports and dashboards

IGL would like to enable the senior officials and other specific user groups with the facility of
dashboard to provide snapshots of business and key parameters to be monitored.
Dashboard shall mandatorily be dynamic and is expected to have the rich visual
representation and analysis capability. Another requirement is the ability of the dashboards
to be made available on mobile devices. The dashboard should allow user to drill down to
the intended level of details on the different dimensions. The layout and format of the
dashboards would be recommended by the selected vendor based on their business
expertise, in consultation with the user groups.

Alerts need to be generated by the BA system based on the business requirements and the
thresholds to be defined.

A critical requirement is the availability of reports/dashboards over mobile devices. Reports

should be easily accessible over mobile devices (including tablets), and that
reports/dashboards retain their actual format and not get deformed. It is also expected that
the reports/dashboards retain very high level of interactivity on the mobile devices.

 Quality Checking & Testing:

On completion of application development, the application will be hosted in test server
where the application will be rigorously tested by the Testing team. In this phase the testing
team will do the Integration testing, Functional Testing, Retesting & Regression testing and
the Development team will fix all the bugs reported by testing team to ensure the smooth
running of the application. In this phase following activities will be performed by testing
team.

 Requirement Analysis from testing point of view and prepare a Requirement

Traceability matrix
 Test planning would be done to identify what are the major functional &Non
functional components would be tested
 Preparation of test plan/strategy document for various types of testing
 Test effort estimation and Resource planning and determining roles and
responsibilities.

 User Acceptance Testing:

IGL shall perform a detailed User Acceptance Testing (UAT). The vendor shall provide and
ensure all necessary support to conducting the acceptance testing including sharing necessary
project documentation, source code(wherever applicable), and system designs and developed,
testing strategy, test cases developed for the project executable, test results etc. The vendor
should leverage their business expertise to help IGL create the UAT test cases and scenarios.

The UAT be done on a sample of 20-30% of Data identified by IGL which the GSP/BA Bidder
will have to extract and use for acceptance testing. This Data will be stored in Encrypted form in
the Database.
 Go Live and Deployment:
The selected vendor will have to shift/migrate the application from Development/Pre-production
hosted environment to a fully scaled up Production/Go Live environment, As-Is, on a dedicated
cloud infrastructure for IGL in India .

Pre-stabilization and Post Go-Live Assistance would involve support through completion of
stabilization, system monitoring, and optimization as needed. Within this phase, the project
implementation would complete and support responsibility will be continued by the vendor.
Vendor will provide support through completion of stabilization, system monitoring and
optimizations.

 Training:
During this period, Vendor will engage dedicated experts to provide training to concern office
users. Training will be imparted to the user community on the execution of GSP/ BA Platform
application software on site as per the following:

 Usage and Administration of GSP/ BA Platform Application

 Deliverables will be provided to users
 Target Audience: The Target audience for the training shall be as follows
 Application Users
 Administrative Personnel

 AMC
AMC will start after successful completion of UAT, which is mentioned in SOR. AMC will
include licensing charges, on site hand - holding support for Customizations, Developments
& Enhancements, etc.

Scope of Work during the Support & Maintenance Phase (on-site):

 Database Cleansing & data rearrangement
 Data Synchronization
 Fixing of Broken Links
 Defect analysis, troubleshooting
 Application upgrades and service patches
 Performance review and improvements
 Application testing
 Software Maintenance planning and reporting.

 Organization Change Management and Training Support

A critical component of the project will be effective organizational change management which
includes thorough technical and end-user training, effective communication and successful
stakeholder participation for adoption of Business Intelligence and making it a part of enterprise
decision making. The vendor will work with IGL to develop and Organizational change
management plan and a comprehensive training programme. This includes development and
execution of a communication plan, involvement in presentations, stakeholder forums etc., and
the development of a training plan, training curriculum and other training documentation,
materials and media.

 IT/OT Requirement
Based on the business requirements and IGL’s business model, the vendor shall prepare a high
level roadmap for IGL defining the present and future IT/OT platforms which may be used by
IGL. The roadmap shall incorporate best practices being followed by various global utilities. This
shall include systems and platforms being used for by internal as well as external stakeholders.

We have mentioned few forthcoming processes below. IGL is working on these processes and
is on road to automate them, however it may take time to automate these processes. GSP/BA
should have capability to integrate these processes in the future ( not included in this timeline of
project i.e 1st year).

Forth Coming Automation Process at IGL

Few Forthcoming Processes

Sl.No. System Description
Development of Geographical Information system
1
CNG Stations Video Surveillance
2
Complete Gas Reconciliation process
3
CNG Station Automation(SCADA)
4
Integration with Smart Device
5

Development of Geographical Information system

A geographic information system (GIS) is a computer system for capturing, storing, checking,
and displaying data related to positions on Earth's surface. GIS Adaptor Interface tool is to link
GIS technology to GSP/ BA Platform. GIS Adaptor Interface should allow two-way integration
between GIS and GSP/ BA Platform and should allow selecting the preferred GIS provider for
viewing data.

Interfacing with GIS system is must. All assets will be Geo-tagged for display on maps
and export to other GIS systems. As well, leveraging existing imagery from a GIS system
should also be done. This will allow easier display of critical assets such as CNG
stations and pipelines to be overlaid on maps. This approach allows for a rich set of
different visuals as layers to maps to be selected at the users desire. It is expected that
installers of equipment in the field will utilize smart phone applications to Geo-tag
location information upon installation of any asset. This data will be inserted into the
persistent data store and should be exported to GIS system that tracks asset location.
Remote Valve Operation for PNG Operation

On the similar lines of SCADA implementation 17 SV, rest of the SV stations will also be
automated and will be integrated into the existing SCADA system.

CNG Stations Video Surveillance

On an average, a CNG station is equipped with 4 Nos. of CCTV Cameras where daily
video captures.

To increase primarily safety, a video analytics engine can be put into place which can
automatically detect events such as smoke and fire etc.. As well such a system can be
used to generate alerts when there is a person accessing sensitive areas such as the
metering skid or compressor. Enhanced versions of such a system can also do car
counting to give an accurate count of customers to compare against transactions as well
as ANPR (Automatic Number Plate Recognition) which can leverage a number of new
applications.

Since processing can now identify events of interest. In the view of safety, when these
events are encountered or generated by other sources, the system could automatically
send the previous 30 minutes of data for each camera to a safe and secure location.
Additionally from the Central Monitoring and Management center, a user can request a
single camera stream to view as necessary.

Gas Reconciliation process

IGL has planned for a complete automation of the readings to get desired data as quick
as possible. Once the complete automation is available, this reconciliation can be
accomplished in real time and displayed on a status dashboard of the system. By
knowing the amount of gas that has been measured at the metering skid, the net change
in storage in the cascades over a pre-defined interval that can be compared against the
dispensed amount over the same period of time.

This can be trended over longer periods to identify any loss in the system which could be
related to leaks, instrumentation error or customer transaction reporting errors. It will
also identify unrecorded dispensing which would be pilferage. All reconciliation is done
electronically in the control room system. With a predefined analysis window of pre-
defined timeframe the reconciliation happens in real time and any discrepancies can be
alerted and acted on immediately.

CNG Station Automation

The current implementation resolves down to manual reports and quarterly reports to get
a real read on overall performance. Once an Automation system is implemented for all
 CNG Station the ability to check the performance in real time/pre-defined time frame in a
visual manner will give immediate feedback to management.

Integration with Smart Device

IGL is planning to implement solution for updating data instantly of various activities
directly from sites through Smart devices. These devices will be used for on-field
inspections, metering, ticketing, billing, surveillance and payment collection and integrate
the same data for customized reports.

4. Deliverables requirement for IGL GSP/BA Platform

As per the Scope of GSP/ BA Platform, Bidders require to provide below requirement as
deliverables.

Functional

 Solution Architecture Requirements

a) The solution should include the hardware capacity recommendations (Server

specifications showing necessary Scalability, along with High Availability and
Disaster Recovery set-up, underlying Network Design and Bandwidth
requirements etc.) for supporting the business expectations for Availability/
Business-Continuity and Real-time Operations etc.
b) Historical data of at least 5 years shall be used in analysis.

Data Acquisition (Interfaces and Connectors)

 Variety of interfaces or technology capable of integrating and interoperating with below

that can connect to a wide range of SCADA, PLCs, and other data sources, including
process control systems manufactured by major vendors, such as General Electric,
Schneider Electric, Invensys, Foxboro, Wonder ware, Emerson, Siemens, Honeywell,
Rockwell, and ABB, among others
 Collects data from sites that have different control systems and centralizes the data into
one system that can be accessed by users at multiple locations
 Collects data from legacy control systems
 Provides buffering and failover at the interface level
 Supports standards or technology capable of integrating and interoperating with,
including OPC, BACnet, Modbus, OLE DB, SNMP,ASCII, XML, and ODBC
 Collects data manually from non-instrumented sources with full validation, using
personal devices and handheld terminals.
 Provides the ability to integrate and send data to systems on the control LAN and the
business network
  Has interfaces that automatically synchronize changes made to tags in the control
system

Integration and Data Access

 Can create calculations, visualize data, and create reports using data that is organized
by location, equipment type, process, and other asset-based definitions
 Can integrate with third-party applications using OPC DA/HDA, XML, SOAP, REST API
Web Services, ODBC, OLEDB and JDBC interfaces, Excel, and other applications
 Integrates with big data BA and analytic tools, such as Hadoop, Power Pivot, and HANA,
Oracle Big Data, Cloud Era etc. The BA analytical tools should integrate with multiple
databases(including those currently deployed in IGL), multiples application
types(currently implemented and planned in the future) and big data.
 Can organize and retrieve data by events that have a specific start and end time
 Can view data as a relational database using SQL queries
 Should have capability to export to excel, pdf, power point etc for offline analysis.
 Can integrate data from multiple applications and databases currently implemented in
IGL and planned for future implementation in IGL.
 Can import data in a range of file formats, including CSV and XML.

Visualization and Reporting Tools

 Provide a range of options for visualizing data with graphs, trends, symbols, dials,
gauges, and other graphics
 Can view historical and real-time data together in the same displays
 Can see key process measurements in one display
 Can create process overview displays and “drill down” to view or analyze data or assets
in detailed view
 Options for displaying data on desktops, tablets, and mobile devices

 Distribute reports by email and web portal and to mobile devices

 Ability to support HTML5 based display editor that allows users to create, edit or view
displays in any desktop or mobile device browser
 Provide integration with MS office applications.

 Has a built-in library of symbols and graphics for building displays

 Can provide real-time data to GIS display software.
 The software should support but not limited to the following outputs: (for example:
Gantt Chart (Showing change state over time), Heat map, Tree map, Radar chart, Line
chart, Combo chart, Area chart, Bar chart, Box plot, Pie chart, Scatter plot, Surface plot,
Contour plot, Table, Pivot Table.
  The software should support but not limited to the following outputs:
Interactive i.e. Hover over a point to see popped up with underlying data, select a portion
of data and have it other corresponding chart auto update, and drill down.

Calculation and Analytical Tools

 Can download data from the system easily for offline analysis
 Users can write simple and complex calculations, including roll-up aggregations and
summaries, without needing programming expertise

 Users can create calculations that can be applied across multiple assets and easily
replicated using templates

 Users can specify when calculations are triggered, using time-based or event-based
scheduling
 Uses analytics to detect and mark start and end of important events
 Analytical tools must have capability for time series analysis on multiple functional data
including asset/equipment etc.
 Can perform real-time calculations for millions of data streams associated with assets
 Can preview real-time calculations using historical data to assess the accuracy of these
calculations
 Can backfill calculation results to represent new or adjusted calculation routines
 Analytical tool must have capability for What-If analysis scenarios
 Has a built-in library of standard engineering calculations
 Can automatically handle conversions between engineering units, as well as custom
units of measure
 Can deliver following analytics but not limited to:
a. Operation Monitoring and Reporting(OMR)
b. Condition Based Maintenance(CBM)
c. Event tracking and Management
d. Energy Management System
e. Statistical Quality Control(SQC)
f. Overall Equipment Efficiency(OEE)
g. Performance Management Systems and KPIs
 Capabilities: Should have comprehensive advanced analytical techniques including but
not limited to (for example :Classification Analysis, Cluster Analysis, Association
Analysis, Graph and Network Analysis, Path Analytics, Factor Analysis, Statistical
Analysis, Regression Analysis, Text Mining Analysis (Social Media Analytics), Discrete
Wavelet Transform, Dynamic Time Warping).

 Capabilities to Perform Modeling Approach but not limited to

 i. Hypothesis testing such as (for example t-Test, Anova, Linear model)
ii. Descriptive modeling such as (for example- K-Mean Cluster, Hierarchical, Kohenen,
Associations)
iii. Multivariate relationship modes such as (for example- Factor analysis, Principal
component, Discriminant)
iv. Predictive algorithm such as (for example- Regression-linear, Logistics, Non-linear,
Decision tree, Bagging & boosting, Neural Network, Ensemble)
v. Modeling evaluation and assessment/Quality and model evaluation capability such as
(for example Lift curves, ROI profitability metrics)
vi. Graphical visualization of models

User Interface

 Users have access to data, displays, and reports on PCs and on mobile devices
 Users can create dashboards, displays, calculations, and reports without needing coding
or programming assistance
 System administrators or authorized users can define the content of notifications, specify
who can receive notifications, and specify conditions for escalation
 Delivers notifications by email, text message, and web services
 Can support a custom-designed interface that serves as a common web portal for users
 Users can have an overview of all available data to which they have access rights

Training

 Provide classes at vendor’s facilities or at customer’s site

 Classes cover a range of topics for beginning and advanced users, as well as system
administrators
 Offers options for online and on-demand classes for self-directed learning
 Written training materials available
 Documentation available in other languages in addition to English

Non-Functional
Data Storage

 Has capability for handling future data

 Can achieve sub-second event capture rate
 Can collect and store data from up to 20,000,000 data streams, tags, or points
 Can sustain data collection rates of 500,000 events per second to disk
 Uses techniques to efficiently store data and make it available online for years
 Has options for handling time for operations located in different time zones
 Can efficiently store data with historical, current, and future time stamps
 Can capture and store data based on time, asset, and event
Scalability and Architecture

 Can bring data to a central server that is accessible from multiple locations
 Must support at least 500 simultaneous users.
 Must be able to store metadata that describes millions of assets and the associated real-
time data streams for these assets
 Must be scalable both horizontally (growing number of installations and users) and
vertically (can add new tools and functionality to the system)
 Provides commercial off-the-shelf products
 Provides an architecture that includes failover, redundancy, backup, and recovery
options
 Provides options for development and test systems in addition to the production system
 Runs on standard operating systems and uses off-the-shelf hardware

Security

 Solution should have a centralized user management module and a role based access
control mechanism.
 Should provide a single sign on (SSO) solution to log on to all services of GSP/BA
platform.
 Ability to support Kerberos Authentication for data
 Publishes compatibility details for critical security updates within 30 days of availability
from supported operating system supplier(s) or has a single console for upgrading
patches to the GSP platform.
 OS platform should have support to stop unnecessary services to reduce overhead in
OS.
 Provide mechanisms, such as data buffering, failover and high availability, to support
update deployment with minimum disruption or in other words GSP platform should be
available for 99.5% uptime.
 Different levels of access to the data archives, asset database, system management
tools, and client tools are granted to individual users based on their membership in a
specific group or in other words, should have authorization and access management to
GSP platform
 Can deploy read-only access for web displays and application servers
 Must support secured access to databases via firewalls and must be able to segregate
access to control system devices and protocols
 Must support a variety of firewall configurations, including use of data diodes
 The GSP/ BA Platform should have ability to configure security at point level and data.
 Underlying data in the GSP platform should be secured and encrypted.
 The solution must be in line with latest release of ISO 27001:2013. 
 The Service Provider warrants that IGL’s data shall be used by the Service Provider
solely for the purpose of providing IGL  scope of services set out in this RFP document.
  The Service Provider warrants that IGL data shall not be removed from the approved
hosting facilities unless with the specific authorization of IGL or as part of agreed backup
procedures.
 The Service Provider warrants that all staff including subcontractors engaged on the
project shall comply with IGL’s IT, digital security and governance policy requirements
and ethical practices.  
 The Service Provider warrants that upon transition or termination of the contract, all the
data will be transition to IGL and the service provider will permanently destroy all data at
their end based on mutually agreed terms and conditions.         
.

System Administration Tools

 Has a range of tools for managing the data archives, configuring security settings,
creating new tags, accessing message logs, and monitoring the performance of multiple
installations from one central location
 Includes tools to manage meta-data, including asset data, which is used to properly
describe a piece of logical or physical data
 Includes tools to manage calculations and analyses that may be writing results back to
the data archive or similar data storage mechanism
 Supports diagnostics, logs, and monitoring, including alarms, alerts, and notifications
 User management is easy and straight-forward for system administrators
 Has audit trail for system usage and configuration changes
 Has tools for internal health monitoring
 Can monitor the health and performance of servers, workstations, firewalls, control
system applications, and network equipment

Technical Support and System Upgrades

 Available 24 hours a day, 7 days a week, world-wide

 Provided by supplier’s employees and not outsourced to third parties
 Provided by trained customer support engineers
 Guarantees a response time of four hours or less to customer’s requests for technical
support for critical requests
 Escalates to senior engineers and software developers as needed for complex problems
 Assigns one contact person for the customer until a technical support case is resolved or
a common case id throughout the lifecycle of the case
 Availability on-site or via a portal available 24 hours a day, 7 days a week, world wide
 Technical support available in English and Hindi.
 User manuals and other documentation available on demand via the web
 Centralized web-based access to customer’s software license and technical support
history
 Can provide patches and upgrades via download to all licensed software for one annual
fee
Considering the stringent timelines, Agency may prefer to set up development
environment at their premise or on public cloud. At the time of finalization of
development, the agency will set-up the target environment at dedicated Cloud
infrastructure for IGL in India and migrate the code and environment on readiness of
environment.