VOLUME I: Project scope and requirements

Selection of a system integrator for

implementing new ETIM and ORS system
 Selection of a system integrator for implementing new ETIM and ORS system

Key events and dates

Bid Information
1 Tender issuing authority Maharashtra State Road Transport
Corporation (MSRTC)
2 Tender Number To be provided by MSRTC
3 Tender title To be added
4 Tender cost Rs. 50,000 /-
(Rupees Fifty thousand only)
5 Nodal Person for bid related Dy General Manager (IT),
queries Maharashtra State Road Transport
Corporation,
EDP Center, 4th floor,
New Annex, J.B.B. Marg,
Mumbai – 400008
6 Bid security / Earnest Money
Deposit(EMD)
Kay events
7 Date of issuance 22 August 2014
8 Last date for receiving pre-bid 01 September 2014
queries
9 Pre-bid conference details 02 September 2014
10 Date for response to pre-bid 05 September 2014
queries
11 Last date for submission of bids 19 September 2014
12 Opening of Pre-qualification bids 19 September 2014
and technical bids
13 Opening of commercial bids To be communicated later

Structure of the RFP

Volume I Project scope and requirements

Volume II Payment terms and SLA
Volume III Bid process and requirements
Volume IV Legal specifications

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Table of Contents

1 Project Background ............................................................................................ 4

1.1 ABOUT MSRTC ........................................................................................................... 4
1.2 OVERVIEW OF SERVICES: ................................................................................................ 4
1.3 PROJECT CONTEXT ....................................................................................................... 6
2 Scope of Work .................................................................................................... 6
2.1 OVERVIEW OF SCOPE OF WORK.......................................................................................... 6
2.2 DETAILED SCOPE OF WORK FOR BIDDER ............................................................................... 8
3 Proposed Solution ............................................................................................ 27
3.2 PROJECT DELIVERABLES:.............................................................................................. 39
4 Project Timelines .............................................................................................. 42
4.1 PROJECT IMPLEMENTATION APPROACH ............................................................................. 42
4.2 PROJECT TIMELINES .................................................................................................... 43
5 Bill of Material .................................................................................................. 47
6 Functional Requirements ................................................................................... 51
Proposed ETIM device specifications ......................................................................... 51
7 Technical Requirements .................................................................................... 60
8 Operational Requirements ................................................................................. 80
9 Responsibility Matrix ......................................................................................... 81
10 Existing state details ...................................................................................... 82
10.1 SYSTEM DEPLOYMENT DETAILS ....................................................................................... 85

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1 Project Background

1.1 About MSRTC

Maharashtra State Road Transport Corporation (‘MSRTC’) is the state run bus
service of Maharashtra covering the entire geography of Maharashtra and key
destinations in neighbouring states. It is one of the largest fleet owners in India
operating with over 18,000 buses covering 80000+ routes.

Administrative setup of MSRTC is divided into 30 divisional offices, 6 regional

offices with head office located at Mumbai Central, Mumbai. The operations are
carried out through 250 depots and 327 bus stations.

1.2 Overview of Services:

A glance at the information regarding bus service operations of MSRTC is shown
below:

18000+ Fleet Size

83,618+ Routes within and Outside Maharashtra

70,000+ Drivers & Conductors

1. MSRTC: Administrative Structure

For administrative convenience, MSRTC operations have been divided into 6 major
regions. These are Amravati, Aurangabad, Mumbai, Nagpur, Nasik and Pune.
These regions are further divided into divisions which consist of depots. Details of
the segregation of the regions in Maharashtra followed by distribution of depots
across regions and divisions has been provided subsequently

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Figure 1: MSRTC – Administrative Regions

The following tables provide the region-wise, division-wise count of bus depots
across which MSRTC operations are carried out.

Amravati Aurangabad Mumbai

#
Divisions Divisions # Depots Divisions # Depots
Depots
Akola 9 Aurangabad 8 Mumbai 5
Amravati 8 Beed 8 Palghar 8
Buldhana 7 Jalna 4 Raigad 8
Yavatmal 9 Latur 5 Ratnagiri 9
Nanded 9 Sindhudurg 7
Osmanabad 6 Thane 8
Parbhani 7

Nagpur Nasik Pune

#
Divisions Divisions # Depots Divisions # Depots
Depots

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 Selection of a system integrator for implementing new ETIM and ORS system

Bhandara 6 Ahmadnagar 11 Kolhapur 12

Chandrapur 7 Dhule 9 Pune 13
Nagpur 8 Jalgaon 11 Sangli 10
Wardha 5 Nasik 13 Satara 11
Solapur 9

1.3 Project Context

MSRTC was the first to plan India’s first state-wide Electronic Ticket Issuing
Machine (ETIM) and Online Reservation System (ORS). The implementation of this
project started in December 2008. For this, MSRTC had partnered with an external
System Integrator, which was selected through an open tender. Following this,
MSRTC has implemented the project with well over 98% of the tickets being issued
using handheld ETIMs and online reservation systems including introduction of a
smart card system. The ETIM and ORS system have been operational since 2009,
whereas the smart card system is in place since 2011. The responsibilities of the SI
include the supply and maintenance of hardware, network components, and ETIMs
to all locations, and managing the system supporting electronic ticketing, online
reservation and smart card system at the MSRTC head office. For supporting
operations, the existing SI also provides required technical support across all these
locations. Contract with existing vendor is expiring on December 13, 2014. In view
of the same, MSRTC has floated this fresh tender, incorporating enhancements,
underlying needs and leveraging on technological advances that have taken place.
The details related to requirements from the solutions have been detailed out in
further sections of this RFP.

2 Scope of Work
2.1 Overview of scope of work
The following outlines the broad areas of scope of work for bidder and the later sections
highlight the detailed scope of work in each of the following areas:

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1. Software design, development/procurement/customization/upgrade, deployment,

training & documentation of a comprehensive solution to meet MSRTC services
/functions related to existing ETIM, ORS and smart card. These have to provide for
necessary amendments/ upgrades / modifications that may be required in future
2. Consolidation of data received / generated at MSRTC depot and ETIMs in bus to
central integrated system in the required format as per applicable timelines
3. Assessment, Installation of IT Hardware and Management of Data Centre (DC),
Disaster Recovery Center (DRC) and defined MSRTC depots and offices
4. Assessment, Procurement and Installation of all related IT Infrastructure required
for MSRTC depot operations related to the system and required consumables
5. Procure and supply ETIM as per required specifications, their asset management,
repair and maintenance and managing inventory related to ETIM
6. Establishment and maintenance of IT helpdesk to provide support relating to ETIM
and ORS services to MSRTC stakeholders which have to interface with the system
7. Migration of all data from existing SI to the new system implemented. This includes
data which is currently being maintained at depot level
8. Operations and Maintenance of MSRTC’s ETIM and ORS related application
software
9. Operations & Maintenance of system IT Infrastructure at central system and
various MSRTC locations
10. Provision, deployment and supervision of personnel required for support at various
MSRTC locations
11. Setup a comprehensive MIS reporting system providing reports, dashboards etc.,
as per the format approved by MSRTC
12. Setting up and managing a comprehensive inventory management system to track
inventory related to paper rolls and monitoring issuance of tickets which have
advertisements on the back
13. Obtain relevant Certifications and adherence to respective Industry Standards as
detailed later in this RFP
14. Design, develop, deploy, operationalize and maintain SLA monitoring tool which
has the functionalities required for monitoring the specified SLA
15. The bidder shall provide necessary training material and training faculty related to
the new system being conceived
16. Manage entire project from conceptualization to operationalization and
maintenance as well as subsequent transfer of infrastructure/ applications and
handholding for a period of six months from the end of this contract
17. Manage overall reconciliation between central system, bus stations, depots, etc.
This includes plugging of gaps and / or to improve data quality at no extra cost.
18. Design, develop, deploy and maintain a user-friendly ORS web portal providing
various online services as described later in this RFP
19. Any additional overarching requirements of the solution for strengthening the
services relating to MSRTC’s ETIM & ORS

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2.2 Detailed scope of work for bidder

The following sections detail out the scope of work to be performed by bidder. The bidder
shall be responsible for automation of all the services, functions/requirements listed in the
following paragraphs and as defined in this RFP. It may be noted that while this RFP has
attempted to provide extensive guidelines, it shall be the responsibility of the bidder to
provide for any additional software, hardware, human resources or processes that may be
required to extend the agreed upon services as per the service level agreement between
both parties.

1. Software design, development/procurement/customization/upgrade, deployment,

training & documentation of a comprehensive solution to meet MSRTC services
/functions related to existing ETIM, ORS and smart card. These have to provide for
necessary amendments/ upgrades / modifications that may be required in future

The processes detailed out in section xx of Volume I of the RFP are included in the
scope of work of the bidder. A brief detailing of the indicative processes has been
explained therein. However, the process may undergo changes during the ‘System
Requirement Study’. The following is the minimum list of Software Solution Areas that
the solution must include:
 Route Management
 Crew Duty Management
 Waybill Management
 Trip Management
 Ticket Collection
 Cash Collection
 Strings Management
 Nightout Management
 Reconciliation
 Billing
 Audit
 SMART Card Management
 Grievance Management
 MIS Reporting
 Identity and access management
 MIS Reporting
 Data extraction, synchronization and reconciliation
 SMS solution
 Mailing solution
 Document Management System
 Anti-virus and Anti-spam Solution
 Helpdesk
 Payment gateway
 SLA monitoring tool

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 MIS Dashboard reports

i. Systems Requirement Study & Solution Design

a. The bidder shall perform the detailed assessment of the functional requirements
for the services described in the process flow provided in the entire RFP.
b. The bidder shall finalize the System Requirement Specifications (SRS) in
consultation with MSRTC and its representatives based on process definitions &
Functional Requirement Specifications (FRS), Technical Requirements
Specifications provided therein, and also based on its own individual assessment,
and / or in consultation with MSRTC and its representatives.
c. The SRS shall be prepared by the bidder and a formal sign-off obtained from
MSRTC before proceeding with the Development/ Customization/Installation of the
application and also including features that may be required to be put in place in
view of legacy systems and legacy MSRTC applications.
d. The SRS would include solutions that enable synchronization, regular update of the
MSRTC database with data from depot and any other designated MSRTC system
and vice versa.

ii. Software Design

a. The BIDDER shall design the integrated solution architecture & specifications for
meeting the SRS finalized by the BIDDER and approved by MSRTC. The solution
designed should have seamless integration of all the components comprising the
envisaged solution being designed, including the legacy MSRTC system. The
solution design shall include, but shall not be limited to, the design of the
application architecture, user interface, database structures, security architecture,
network architecture etc. The principles of Enterprise Architecture shall be
followed while designing the systems.
b. The BIDDER is expected to adopt any of the following approaches:
 Bespoke development of the application OR
 Configuration / Customization of an existing application that may be either
Commercially available Off-the-shelf product (COTS) or that might have
been developed for deployment in another state transport corporations
 Combination of above options
Irrespective of the option above chosen by the BIDDER, the BIDDER is required to
meet all the requirements of this RFP including the activities listed, timelines and
deliverables mentioned in this RFP, functional, performance, service level related
and any other requirements stated in this RFP.

iii. The BIDDER should submit the solution design document to MSRTC and should obtain
the sign off on the design document before commencing the development
/customization/installation of the solution. However, BIDDER shall be responsible for
ensuring the compliance of the end product to the requirements specified by MSRTC
in this RFP.
iv. Software Development

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a. Bidder shall perform software development based on the functional & technical
requirement specifications and designs finalized for the processes as provided in
the RFP and individual assessment, which broadly are:
Software development, customization and rollout of the software solutions
involving all services and software functionalities

b. A standard methodology shall be adopted for Software Engineering, covering

entire Software Development Life Cycle (SDLC).

v. Configuration/ Customization/Work Around for Solution

The BIDDER shall perform the configuration/ workaround /customization of any
solutions if required based on the requirements/ specifications finalized for the
Processes.

vi. Software Testing

a. The BIDDER shall design the Testing strategy including traceability matrix, Test
cases and conduct testing of various components of the software
developed/customized for the Project. The software testing shall include Unit
Testing, System Testing, Performance Testing, Integration Testing etc.
b. The BIDDER shall submit to MSRTC the testing approach and plan and make
necessary amendments, if requested by MSRTC. The BIDDER shall perform the
testing of the solution based on the above test plan, document the results and shall
fix the bugs found during the testing. Though MSRTC is required to review the test
plan, it is the ultimate responsibility of BIDDER to ensure that the end product
delivered by the BIDDER meets all the requirements (including functional and
technical requirements) of the Project Processes specified in the RFP.
c. BIDDER shall provide all the necessary support to the agency in conducting the
Acceptance Testing services.
vii. Deployment of New System
a. The BIDDER shall deploy the Application Software and other software required for
successful implementation of New system at Data Centre / Disaster Recovery Site /
offices/ depots / bus stations as agreed with MSRTC.
b. It will also be responsible for providing the required acceptance software including
versioning of utilities to any designated MSRTC system within specified timelines.
c. Deployment of necessary solutions across MSRTC depots.
viii. Acceptance Testing
Acceptance Testing will include, but not be limited to:
 Test Case development in collaboration with MSRTC
 Functional testing
 Business case testing
 Load / Stress testing
 Security testing including Vulnerability and Penetration testing, etc.
BIDDER would be required to provide testing tools for carrying out the above testing.
However, the third party agency may also use its own tools if it is found necessary to
undertake successful acceptance testing.

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ix. Documentation
The BIDDER shall prepare/update the documents including that of FRS, SRS, Detailed
Design, Test Cases & Results, User Manuals, Operations Manual, Maintenance
Manual, Administrator Manual, Security Policy, Licensing etc. as per notified
standards. The BIDDER shall obtain the sign-off from MSRTC for all the documents
submitted for this Project and shall make necessary changes as recommended by
MSRTC before submitting the final version of the documents.
BIDDER shall prepare and submit all the documentation before provisional ‘Go-Live’
and also ensure that a periodic revision of the documents to reflect any changes in
the system and / or processes relating to NEW system are also done and submitted
to MSRTC.

x. Ownership and Licenses

The ownership of all software developed/ customized/ configured/ procured and
related documentation for the project would always lie with the MSRTC. All licenses
for software and database procured related to project can be in the name of BIDDER,
provided the same can be transferred to MSRTC at no additional cost for transfer to
MSRTC at the end of the project. If, for any reason, the same is not transferred,
MSRTC reserves the right to recover such costs from the BIDDER. On expiry /
termination of the contract, if such transfer entails additional cost, the same shall be
borne by the BIDDER at no additional cost to MSRTC. MSRTC reserves the right to
recover the additional costs, if any, under any circumstances, from the payment due
or performance guarantee.
However, if such licenses cannot be transferred, then they shall be bought in the
name of MSRTC.
Where the ownership of the software vests with MSRTC, including software
developed for the new system by the current BIDDER, the new BIDDER may utilize
the same for further development and application.

2. Consolidation of data received / generated at MSRTC depot and ETIMs in bus to central
integrated system in the required format as per applicable timelines

Bidder shall be responsible to ensure that the system designed ensures that the ticket
issuing related data corresponding to billing, traffic, audit, logs, etc. which is
generated by the various components within the system including ETIM, servers, etc.
in consolidated at the central integrated system in the required format without errors
as per timelines defined in the SLA. Any information related to carrying out operations
related to ticketing and reservations will be available in the central integrated system,
though it may be generated by portable ETIM, client machines or servers.

3. Assessment, Installation of IT Hardware and Management of Data Centre (DC),

Disaster Recovery Center (DRC) and defined MSRTC depots and offices
i. Establishment of Test & Development Environment at MSRTC:

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a. The Test & Development environment architecture should be exactly similar to that
of production environment. All the components of the Test & Development
environment application should be deployed in the similar way as they are deployed
in the production environment (taking care of aspects such as clustering,
integration etc.). This would streamline the process of testing before deployment
on the production environment. However, since the load testing could be
performed on the production environment, BIDDER may choose to rationalize the
server sizing in the Test & Development environment. Appropriate load testing
tools shall be put in the testing environment.
b. The bidders have to perform an independent assessment of the requirements for
establishment of Test & Development Environment, IT Hardware at the Data
Centre/DR site and Helpdesk setup. Based on the assessment, the bidder needs to
provide the detailed BOM proposed in their technical proposal in line with the
requirements of the project and performance on service level agreements. MSRTC
shall review and approve the BOM of the successful bidder at the time of
implementation/deployment/commissioning. Subject to the specifications laid
down in Annexure to Volume I of the RFP, it is clarified that the BOM approved by
MSRTC shall in no case be a lower version than the one proposed by the bidder in
its technical proposal submitted to MSRTC and the same shall be scaled up /
upgraded by the BIDDER as per the requirement for performance on service levels
at no additional cost to MSRTC.

ii. Establishment of IT Hardware at the Data Centre

a. BIDDER is required to set-up the necessary hardware for the NEW set up at a third
party data centre suitably meeting the requirements of performance, security,
scalability and availability of system. The BIDDER shall ensure the following at the
data centre:-
o Secure hosting
o Standard technologies
o Guaranteed service levels
o High quality support, operation and monitoring of NEW applications
o Data and Application availability 24x7
o Network management and operations capability
o Facility for centralized management of enterprise client/server systems
o Custom Security options, Multiple security levels
o Backup and Archival Services
o No vendor lock-in of key hardware/ software/ database components.
b. BIDDER shall also provide staff, technical and supervisory, in sufficient numbers to
operate and manage the functioning of the DC with desired service levels.
All the components/solutions including hardware, software, storage, networking,
security equipment required for NEW at Data Centre shall be dedicatedly used only for
NEW project.

iii. Establishment of Disaster Recovery Center (DRC)

a. BIDDER is required to provide IT hardware, software and infrastructure for
DRC

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b. The responsibility shall include setting-up the entire setup at DRC. BIDDER
shall provide staff, technical and supervisory, in sufficient numbers to operate
and manage the functioning of DRC at desired service levels.
c. DR Hardware and Software should be 100% for critical servers and may be 50%
(non-critical servers) of DC and the storage should be 100% of the DC. BIDDER
will classify the criticality of servers and shall specify the list of servers which
are non-critical in the Technical Bid. In any case, Database and Application
Server shall come under critical server category. During the currency of the
contract, the non-critical servers may be classified by MSRTC as critical based
on performance requirement, after mutual discussion and review of data.
4. Assessment, Procurement and Installation of IT Infrastructure for the Project

Procurement of IT Infrastructure (including Servers, Networking equipment, Racks,

etc.), installation, operations & management shall be performed by the BIDDER.
BIDDER is required to establish the IT infrastructure at all units required by NEW
system i.e. NEW DC, DRC, central / regional / divisional offices, depots and bus
stations. This shall include Local Area Network (LAN) at all these locations and
Wide Area Network (WAN) interconnecting all the locations as per the network
deployment scheme depicted in this RFP. The bidders have to perform an
independent assessment of the Infrastructure requirements for NEW system and
provide a detailed BOM for the proposed infrastructure in line with the
requirements of the project and performance on service level agreements. The
MSRTC shall review and approve the BOM of the successful bidder at the time of
implementation/deployment/commissioning. Subject to the specifications laid
down in Annexure to Volume I of the RFP, it is clarified that the BOM approved by
MSRTC shall in no case be a lower version than the one proposed by the bidder in
its technical proposal submitted to MSRTC and the same shall be scaled up /
upgraded by the BIDDER as per the requirement for performance on the service
levels at no additional cost to the MSRTC.

In order to assist the bidders in sizing, an indicative number of stakeholders are

identified for NEW project as stated in the RFP Volume II – Workload Requirements.
The numbers specified may vary during the course of the project. Hence, the
bidder shall make its own independent assessment to meet the desired service
levels as stated in the RFP.

a. Networking for new system:

The BIDDER shall carry out a detailed assessment of the LAN, WAN and Internet leased
line networking requirements of the NEW System with respect to the scope of work.
The BIDDER shall ensure that the access to NEW services is provided to all the users
across the state through all the channels provided.

MSRTC has the right to specify higher bandwidth than assessed by BIDDER. In such a
case, it would be mandatory to provide the bandwidth as per the requirement specified

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by MSRTC. Cost of incremental bandwidth that may be required to meet the

performance SLAs or any other requirement during the course of the project execution
or the cost of any additional component/equipment/connectivity/bandwidth
specifically required by bidder shall be borne by the bidder

i. Network Connectivity
Based on the assessment for bandwidth sizing, the bidder shall provide connectivity
for the following:
 DC Internet Lease Line
 DR Internet Lease Line
 DC to DR MPLS
 Depot Internet Connectivity
 Bus Station Internet Connectivity
 Region Office Internet Connectivity
 GPRS Connectivity for ETIMs provided
The redundant internet connectivity (same bandwidth in the case of primary
connectivity) would have to be provided by the bidder.
Officials as may be authorized by MSRTC shall be allowed to access the NEW systems
or its components like databases, subject to such rights & privileges as MSRTC may
decide from time to time for the purpose of testing, audit, certification, review,
inspection etc.

ii. LAN Connectivity

For the purpose of providing LAN connectivity by the BIDDER within MSRTC offices,
bus depots and bus stations, Data Centre and Disaster Recovery Center, the bidder
would also carry out the detailed assessment of details provided in the RFP.

b. Server Infrastructure:
The BIDDER have to perform an independent assessment of the Server requirements
and include it in the detailed BOM for the proposed infrastructure. For any COTS
products, it is necessary for bidders to obtain certification from the respective OEMs
that the proposed infrastructure is sufficient for the specified number of users and
fully meets the performance and scalability requirements including the increase in
number of users and volume of transactions over a period of 5 years during the
course of the NEW project. Any bids without such certification shall be liable for
disqualification. Addressing any performance issues / degradation during O & M
phase shall be the responsibility of the BIDDER at no additional cost.

c. Overall Scope for IT Infrastructure

Following outlines the scope of services to be provided by the bidder with respect to the IT
Infrastructure for the NEW Project-
i. Infrastructure Requirements Study

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BIDDER shall perform the detailed assessment of Solution requirements and assess the
Infrastructure requirements (including Servers, computers for bidder’s deployed
personnel and MSRTC officials, Storage, Networking, Security etc.) for
operationalization of the System and to provide the services in conformance with the
SLA described in the RFP.
ii. Procurement of IT Infrastructure
The BIDDER shall procure the IT Infrastructure for the System as per the study carried
out for infrastructure requirements and approved by MSRTC. The BIDDER shall ensure
that all the equipment procured is latest and is free of any defect of any sort. The
BIDDER shall ensure that the equipment is not marked as end-of-sale by the OEM and
that the OEM undertakes to provide sale service support of such equipment. Also, all
the hardware should be Enterprise Class products from reputed OEMs and should come
with the appropriate OEM certification, stating that the latest generation of the
equipment is being provided for NEW in BOM at the time of submission of the bid. The
specifications should fully comply with the minimum specifications.
iii. IT Infrastructure Installation
The bidder shall be responsible for operationalization of the end-to-end solution, which
includes installation of IT Infrastructure, networking all the locations including DC, DR
Site, and LAN & WAN, security requirements etc.
iv. Warranty
The bidder shall warrant that the Infrastructure procured for Project shall have no
defects arising from design or workmanship or any act or omission. The warranty shall
remain valid for a period of five years from the date of provisional “Go-Live” of the
Solution and any extended period as notified by MSRTC.
The bidder shall provide the warranty for IT Infrastructure (Software & hardware)
supplied for Project for a period of five years, and such extended period as notified by
MSRTC, from the date of provisional “go-live” on all the items supplied as per the
contract. The bidder shall replace any parts/components of the IT Infrastructure
supplied for project if the components are defective and during the entire warranty
period at no additional cost. Bidder shall apply all the latest upgrades/patches/releases
for the software after appropriate testing at no additional cost.
v. Documentation
The bidder shall undertake preparation of documents including that of Infrastructure
solution design & architecture, configuration files of the Infrastructure, Standard
Operating Procedures, and Information Security Management procedures as per
acceptable standards. The bidder shall take sign-off on the documents, including
design documents, Standard Operating Procedures, Security Policy & Procedures from
MSRTC or its designated officials and shall make necessary changes as recommended
before submitting the final version of the documents.
BIDDER would prepare and submit all the documentation before provisional ‘Go-Live’
and also ensure that a periodic revision of the documents is done and submitted to
MSRTC.
vi. Ownership

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The ownership of all hardware procured for the project at Data Center, Disaster
Recovery Site and MSRTC Offices including bus depots and bus stations would be in
the name of bidder. However at the end of the contract, the same shall be
transferred to MSRTC at INR 1, if so required by MSRTC. If the contract is terminated
prior to the conclusion of the contract period it may be transferred to MSRTC at the
written down value in the books of BIDDER if required by MSRTC. All licenses related
to these would be in the name of MSRTC. All licenses for software and database
procured related to project can be in the name of bidder, provided the same can be
transferred to MSRTC at no additional cost for transfer to MSRTC at the end of the
project. If, for any reason, the same is not transferred, MSRTC reserves the right to
recover such costs from the bidder. On expiry / termination of the contract, if such
transfer entails additional cost, the same shall be borne by the bidder at no
additional cost to MSRTC. MSRTC reserves the right to recover the additional costs,
if any, under any circumstances, from the payment due or performance guarantee.
However, if such licenses cannot be transferred, then they shall be bought in the
name of MSRTC. The commitment of the same by the entity providing the license
shall be submitted by the bidder.

5. Procure and supply ETIM as per required specifications, their asset management,
repair and maintenance and managing inventory related to ETIM

Electronic Ticket Issuing Machine (ETIM) is the backbone of the MSRTC operations.
Bidder is expected to provide ETIM devices, as per the specifications defined in the
RFP, to all MSRTC conductors and maintain additional 10% in stock to be provided as
and when required in case of repairs or seasonal demands. Indicative number of ETIM
to be provided is around 35,000 + 10% stock. However, bidder is expected to provide
additional ETIM devices up to 10% over the minimum required ETIMs as specified in this
RFP for additional conductors joining the MSRTC operations at no additional cost.
Bidder is expected to carryout repair and maintenance of the ETIM device being
supplied. In case of any manufacturing / software related defect and wear and tear,
bidder shall promptly replace the ETIM at no additional cost to MSRTC. Each ETIM will
have a unique code assigned to it which will make it easy to track, asset management
and any inventory related to ETIM except for paper rolls will be provided by the bidder
at no additional cost. Reports will be made available regarding the stock balance of
ETIM to MSRTC as defined in SLA or when demanded by MSRTC.

6. Establishment and maintenance of IT helpdesk

a. BIDDER shall establish an IT helpdesk for providing necessary technical support to

MSRTC official and relevant stakeholders working at central, regional, divisional
offices, bus depots and bus divisions.
b. BIDDER shall also provide staff, agents, technical experts and supervisors, in sufficient
numbers to operate and manage functioning of Helpdesk at desired service levels.
c. The space for IT helpdesk will be provided by MSRTC

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7. Migration of all data including physical and electronic data from legacy system to the
new system

The BIDDER shall perform data migration activities for legacy data in the existing system.
The migration shall include the following:
a. Records in existing ORS and ETIM database at central system, at bus stations
and bus depots
b. Any other information required for the functioning of the system or intimated by
MSRTC
The Data migration to be performed by the BIDDER shall be preceded by an appropriate
data migration methodology, prepared by BIDDER and approved by MSRTC. Though
MSRTC is required to provide formal approval for the Data Migration Strategy, it is the
ultimate responsibility of BIDDER to ensure that all the data sets that are required for NEW
services are migrated and reconciled with present system. Any corrections identified by
MSRTC in the data migration by BIDDER or otherwise, shall be addressed by BIDDER at no
additional cost to the MSRTC. BIDDER shall store the migrated data including documents,
etc. till the end of the contract.
The migration of the documents has to be ensured well as per the timelines defined, failing
which the BIDDER shall bear the additional cost attributable to such delay.

8. Setting up of and managing NEW Office and utilities

i. Working hours
a. MSRTC offices at Central, regional and divisional level would be operational
from 9:30 AM to 5:30 PM on working days. All the gazetted holidays applicable
to Maharashtra Government officer in Maharashtra are defined as non-working
days.
However this shall not limit the working of the personnel office. The BIDDER
based on its or MSRTC’s requirement may extend the working time or increase
the working shifts from time to time.

b. Technical support will be provided as per the working shifts of the bus depots
for all 250 MSRTC bus depots across Maharashtra.
c. MSRTC Staff will be available from 9:30 AM to 5:30 PM on working days. All
sign-offs and acceptance procedures must be conducted during working days of
MSRTC.
i. Security Requirement at TIN
a. Access to the facility must be strictly monitored and restricted to authorized
personnel only. No visitors/ unauthorized persons may enter the DR, DC and
allocated office areas. With the exception of those authorized, no other MSRTC
personnel may enter these office areas without prior permission from MSRTC.
b. Additionally, role based electronic access must be provided within TIN. Access
to high security/ sensitive areas must be strictly restricted to authorized
personnel only through electronic access cards.

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 Selection of a system integrator for implementing new ETIM and ORS system

c. BIDDER must ensure installation & maintenance of adequate security

mechanisms at NEW office.

9. Operation and Maintenance of Application Software

The BIDDER shall be required to provide operational & maintenance services for
Solution including, but not limited to, production monitoring, troubleshooting &
addressing the functionality, availability & performance issues, implementing any
system change requests, addressing the incidents/problems raised by the users
(via IT Helpdesk) for problems/bugs in the application etc. The BIDDER shall keep
the application software in high availability mode meeting the requirements defined
by the MSRTC from time to time based on functional, administrative or legislative
priorities, perform any changes and upgrades to applications as requested by the
MSRTC as required for achieving the objectives of the system. As an integral part
of this support, the bidder shall formulate and implement the Information Systems
Security Policy synchronous with MSRTC security policies.

Following is the broad scope for maintenance and support functions with regard to
software.
i. Compliance to SLA
The bidder shall ensure compliance to uptime and performance requirements of
Project solution as indicated in the SLA in the RFP and any upgrades/major
changes to the software shall be accordingly planned and implemented by
bidder at no additional cost for ensuring the SLA requirements.
ii. Application Software Maintenance
a. The BIDDER shall address all the errors/bugs/gaps in the functionality
offered by solution (vis-à-vis the FRS & SRS signed off for the Project) at no
additional cost during the operations & maintenance period.
b. For performing of any functional changes to system that are deviating from
the signed-off Functional Requirements/System Requirements, a separate
Change Control Note (CCN) shall be prepared by BIDDER and the changes in
the software shall be implemented accordingly at no additional cost to
MSRTC. The time period for implementation of change shall be mutually
decided between bidder and MSRTC.
It is clarified that changes in software, hardware and other infrastructure
required as a result of any legislative, administrative, policy changes in the
various processes within ETIM and ORS and workflow shall not constitute
change of ‘Scope of Work’. The changes, if any, shall therefore fall under
the CCN and not Change Note on Scope of Work (CNS).
c. In case there is a change request in the scope of work, the BIDDER shall
prepare the CNS and get it approved by MSRTC for the additional cost,
effort and implementation time.
d. The decision of MSRTC on change being a CCN or CNS would be final &
binding on BIDDER.
iii. Problem identification and Resolution

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 Selection of a system integrator for implementing new ETIM and ORS system

a. Identification and resolution of application problems (e.g. system

malfunctions, performance problems and data corruption etc.) shall be part
of bidder’s responsibility.
b. The bidder shall also be responsible to rectify the defects pointed out by the
project monitoring body to be set up by MSRTC and carry out the
enhancements suggested by such body, as a result of the Field Assessments
carried out by such body, during the O&M period. This shall be at no
additional cost to the MSRTC, in so far as the enhancements relate to items
of work falling within the purview of the defined Scope of Work for BIDDER.
c. Resolution of incidents/problem logs created by the users of the application
in the IT Helpdesk, including putting in place a robust tracking mechanism.

iv. Software Change & Version Control

All planned changes to application systems shall be coordinated within
established Change Control processes to ensure that:
a. Appropriate communication on change required has taken place
b. Proper approvals have been received
c. Schedules have been adjusted to minimize impact on the production
environment
The bidder shall define the Software Change Management & Version control
process and obtain approval for the same from MSRTC. For any changes to the
software, bidder has to prepare detailed documentation including proposed
changes, impact to the system in terms of functional outcomes/additional
features added to the system etc. bidder is required to obtain approval from
MSRTC for all the proposed changes before implementation of the same into
production environment and such documentation is subject to review at the end
of each quarter of operations & maintenance support.

v. Maintain configuration information

Maintain version control and configuration information for application software
and any system documentation

vi. Maintain System documentation

Maintain and update documentation of the software system. Ensure that:
a. Source code is documented
b. Functional specifications are documented
c. Application documentation is updated to reflect on-going maintenance and
enhancements including FRS and SRS
d. User manuals & training manuals are updated to reflect on-going
changes/enhancements
e. Standard practices are adopted & followed for version control and
management.
10. Operations & Maintenance of IT Infrastructure

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 Selection of a system integrator for implementing new ETIM and ORS system

i. Overall monitoring and management of the systems implemented for the

Project, which includes administration of Infrastructure (Web /Application
servers, database servers, storage, etc.), Networks, and all other services
ancillary to these facilities to ensure performance and availability requirements
of the Project.
ii. Ensuring compliance to the uptime and performance requirements for Solution
performance as indicated in the RFP.
iii. Implement Helpdesk solution and provide issue resolution support for
addressing the issues reported by the internal users of Information systems
deployed in the project.
iv. 24x7 monitoring & management of availability & security of the infrastructure
& assets (including data, network, servers, systems etc.) through the Enterprise
Management Solution implemented for Project.
v. Implementation of a comprehensive security policy in respect of the digital
systems and assets, to comply with the requirements of this RFP and
conforming to relevant standards (ISO 27001).
vi. Ensuring uptime, performance and other key performance requirements of this
project including data backup & business continuity.
vii. Perform patch management, testing and installation of software upgrades
issued by the OEM/vendors from time to time. These patches/upgrades, before
being applied on the live infrastructure of the Data Repository at DC, shall be
adequately tested. Any downtime caused due to upgradation & patches shall be
to the account of the bidder and it shall not be considered as ‘Agreed Service
Downtime’.
viii. Ensure overall security of the solution including installation and management of
Antivirus solution for protection of all the servers and systems implemented for
the project, application of updates/patches etc. The antivirus patches have to
be updated and applied from time to time, after appropriate testing of the
patches in the staging area.
ix. Develop the Standard Operating Procedures (SOPs), in accordance with the ISO
27001& ITIL standards, for Project Infrastructure management. These SOPs
shall cover all the aspects including Infrastructure installation, monitoring,
management, data backup & restoration, security policy, business continuity &
disaster recovery, operational procedures etc. The BIDDER shall obtain sign-
offs on the SOPs from the MSRTC and shall make necessary changes, on a half
yearly basis or as per MSRTC’s requirement from time to time, to the fullest
satisfaction of MSRTC.
x. Preventive maintenance, carrying out the necessary repairs and replacement of
parts wherever needed to keep the performance levels of the hardware and
equipment in tune with the requirements of the SLA. Such preventive
maintenance shall not be attended to during working hours of the MSRTC,
unless inevitable and approved by the MSRTC.

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 Selection of a system integrator for implementing new ETIM and ORS system

xi. Reactive maintenance that is intended to troubleshoot the system with

sufficient teams
xii. Performance tuning of system as may be needed to comply with SLA on
continuous basis
xiii. Continuous monitoring & management of network & restoration of breakdown
within prescribed time limits.
xiv. Monitoring security and intrusions into the system, which include taking
necessary preventive and corrective actions.
xv. Monitor and record, server & network performance and take corrective actions
to ensure performance optimization on a daily basis.
xvi. Escalation and co-ordination with other vendors for problem resolution
wherever required.
xvii. System administration tasks such as managing the access control system,
creating and managing users, taking backups etc.
xviii. Ensure that daily back-up copies of the data are created and maintained safely.
xix. Produce and maintain system audit logs on the system for a period agreed to
with the MSRTC. On expiry of the said period, the audit logs should be archived
and stored off-site. Location for off-site storing of logs will be the responsibility
of the BIDDER at no additional cost.
xx. Regularly review the audit logs for relevant security lapses and share the same
with MSRTC.
xxi. Review security advisories (such as bulletins generally available in the industry)
on a regular basis to determine vulnerabilities relevant to the information
assets and take necessary preventive steps.
xxii. Supply consumables required for day-to-day operations of the Data Repository at
all NEW facilities. These consumables include, but not limited to, storage media,
Printer cartridges/ribbons, CD/DVDs, data cables etc. During the
warranty/operations/management period, BIDDER shall not charge any additional
cost to MSRTC for replacement of these consumables.
11. Provision, deployment and supervision of personnel required for project

i. The BIDDER shall be responsible for sourcing of the personnel and the
management of all matters relating to such personnel, to carry out the
responsibilities assigned to the BIDDER under the agreement with the BIDDER.
In particular, these include:
a. Recruitment of the personnel possessing the qualifications prescribed in
the RFP;
b. Training of the personnel;
c. Payment of salaries and benefits to the personnel;
d. Meeting all statutory obligations / payments arising out of engaging the
personnel;

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 Selection of a system integrator for implementing new ETIM and ORS system

e. Meeting all the liabilities arising out of the acts of the personnel
ii. During the course of the contract, if it becomes necessary to replace any of
the Key Personnel, the BIDDER shall forthwith with due approval from MSRTC,
provide as a replacement, a person of equivalent or better qualifications and
experience than the resource being replaced / or proposed in the bid.
iii. The team proposed in the proposal should be on the rolls of the bidder(s) at
the time of submission of the proposal. For any change of the resource or any
resource being proposed for operations, the bidder should have to submit the
CV of the resource, at least 2 weeks in advance for MSRTC to decide on the
replacement.
iv. The BIDDER would be required to maintain personnel files with the following
details of the personnel deployed within the project:
a. Name and contact details (address, phone number, email ID)
b. Name and contact details of professional reference (at least 1)
c. ID proof photocopy (any one of Passport, voter ID card, driver’s license,
PAN card or any Central/ State Government issued ID card)
d. Professional and educational qualifications
e. Training provided for carrying out processes, etc
f. Background Check shall be done for all NEW staff
v. MSRTC would be allowed full access to these files and would be allowed to
conduct an audit for compliance to minimum qualification requirements
specified above.
12. Reporting and Dynamic Dashboard

The BIDDER should ensure that the NEW system shall provide a facility for
generating and viewing online, project and MIS reports for transactions handled
during a specified period, transaction density trends for any specified periodicity
and any bottleneck situation creating dependency at any stage. The MIS Reporting
system and Dynamic Dashboard shall be an integrated system which shall provide
user-friendly reporting functionalities such as graphical display for the NEW staff,
officials of MSRTC and any entity authorized by MSRTC. The MIS details will be
worked out during the SRS stage.

Without prejudice to the above, the BIDDER shall be required to provide the
dashboard also with enhanced features of analytics, sensitivity analysis, suitable
forecasting etc.
13. Setting up and managing a comprehensive inventory management system to track
inventory related to paper rolls and monitoring issuance of tickets which have
advertisements on the back
A good share of revenue may be earned from the advertisements being printed on the
back on the tickets issued through ETIM. MSRTC is considering tapping on this revenue
generation opportunity. This requires tracking of paper rolls with printed
advertisement and monitoring its utilization by various ETIM machines. Currently this

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 Selection of a system integrator for implementing new ETIM and ORS system

is not happening in the existing system. Bidder is expected to develop a comprehensive

inventory management system to track inventory related to paper rolls and monitoring
issuance of tickets which have advertisement of the back. Paper rolls in this case will
be provided by MSRTC to the bidder. The system will provide the utilization of the
paper roll, number of tickets issued through the paper rolls. Inventory management
system will be able to distinguish between two sets of paper roll which may have
different advertisement. Bidder is expected to provide requirements for developing
this system.

14. Obtain relevant Certifications and adherence to respective Industry Standards

i. Implement Information Security Management System

a. The BIDDER shall be required to implement Information Security
Management System (ISMS) at NEW as per requirements of ISO 27001,
within six months of provisional “Go Live”, failing which MSRTC may
impose penalties which may include withholding of further payments to
the BIDDER unless such requirement is fulfilled.
b. The ISO 27001 Certification shall be in the name of MSRTC.
c. The BIDDER shall do the needful to get ISO 27001 Surveillance Audits
conducted at regular intervals so as to maintain the ISO 27001
certification.
d. All cost relating to buying of ISO 27001 standard, registration,
certification and any incidental cost will be borne by the BIDDER.

ii. Other Industry Standards which BIDDER is required to comply with are given
below:

Component / Application / System Prescribed Standard

Workflow Design WFMC / BPM Standard

Portal Development W3C Specification

Information Access/Transfer SOAP, HTTP/HTTPS

Protocols

Interoperability Web Services, Open Standard

Digital Signature RSA standards

Document Encryption PKCS specification

Information Security ISO 27001 certified system

Operational Integrity & Security ISO 27002 certified system

Management

Operation ISO 9001 certification

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 Selection of a system integrator for implementing new ETIM and ORS system

Component / Application / System Prescribed Standard

IT Infrastructure Management ITIL/ EITM specification

Service Management ISO 20000 specifications or latest

Project Documentation IEEE/ISO specifications for

documentation

15. Design, develop, deploy, implement and maintain SLA Monitoring & Measurement
System

Bidder shall design, implement/customize the Enterprise Management System (EMS)

and shall develop an additional tool to measure performance against each of the
indicators listed under SLAs specified in the RFP. The SLA monitoring system
implemented by BIDDER shall be reviewed and certified by an independent Third party
organization for certification. The cost for this third party certification will be borne by
the BIDDER. Certification of this system is a critical milestone for the Solution Go-Live.
BIDDER shall ensure that proposed SLA monitoring system addresses all the SLA
measurement requirements and enables calculation of eligible payment to the
BIDDER, including penalties as specified in the SLA.
BIDDER shall design the NEW system to provide an independent and real-time access
to the SLA Monitoring System to MSRTC. BIDDER shall also send a daily log of the
output of the system to MSRTC. Furthermore, email Alerts should be automatically
triggered whenever there is any breach in the SLAs.
Officials as may be authorized by MSRTC shall be allowed to access the NEW systems
or its components like databases, subject to such rights & privileges as MSRTC may
decide from time to time.
16. Conduct training for stakeholders including training material and training faculty
related to the new system being conceived.

BIDDER will be responsible for design and implementation of training and change
management strategy for awareness within MSRTC. BIDDER shall also be required to
conduct workshops/seminars for creating awareness for various stakeholders with
MSRTC namely, conductors, account officers, MSRTC traffic officers / others as per
the requirement of MSRTC. The BIDDER, in co-ordination with the MSRTC, shall
prepare training material, including distribution in CDs (to be updated every 6 months
or as and when any major change takes place). As a part of this, BIDDER shall
organize, at its own cost, for stakeholders across bus depots and bus stations in the
country as specified by MSRTC. BIDDER shall provide for venue, trainers and training
materials at its own cost.

17. Additional Overreaching Requirements of the Solution

i. Interoperability Standards

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 Selection of a system integrator for implementing new ETIM and ORS system

Keeping in view the evolving needs of interoperability, the solution should be

built on Open Standards.
ii. Scalability
One of the fundamental requirements of Architecture to be proposed for the
Project is its scalability. The architecture should be proven to be scalable and
capable of delivering high-performance as and when the number of users and
transaction increase. In this context, it is required that the application and
deployment architecture should provide for Scale-Up and Scale out on the
Application and Web Servers, Database Servers and all other solution
components.
iii. Security
The Systems implemented for the Project should be highly secure, considering
that it is intended to handle sensitive applications relating to citizen services.
The overarching security considerations include the following-
a. The security services used to protect the Solution shall include:
Identification, Authentication, Access Control, Administration and Audit
and support for industry standard protocols.
b. The solution shall support advanced user authentication mechanisms
including Digital Certificates if applicable.
c. Security design should provide for a well-designed identity management
system, security of physical and digital assets, data and network security,
backup and recovery and disaster recovery system.
d. The solution should provide for maintaining an audit trail of all the
transactions.
iv. User Administration
a. System shall facilitate user security administration activities in terms of
creation of user IDs, user profiles, attaching the user profiles to the user
IDs, modification of user privileges etc.
b. System shall have audit trails built in for all the activities performed by the
super user in the system for user administration, database management,
business rule changes, changes based on Finance Act/Direct tax
legislation, system upgrades etc. Such audit trails, at a minimum, shall
capture the details of name of the user, changes made, time & date of
change, name of approver (if applicable), etc.
c. Password Management services must enforce password restrictions,
which include the criteria and limitations that can be placed on passwords
to increase security. It should provide features such as periodic forced
changes, not reusable, hard to guess, mixed characters, etc.
d. Successful user login requests should be logged for investigative purposes
in case of a security breach.
e. The application must monitor unauthorized attempts to access the
system.

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 Selection of a system integrator for implementing new ETIM and ORS system

f. The solution should be capable of secure, tamperproof auditing and

logging which can stand in the court of law through implementation of
advanced features.
18. Some Special requirements with respect to BIDDER’s responsibilities
a. Investments beyond the agreed scope: If there is any investment that MSRTC
wants the selected BIDDER to make beyond the agreed scope of work, then the
same will be managed through CNS process. The CNS process would be invoked for
availing services out of the current scope of RFP. The value of the total amount of
additional work entrusted to BIDDER through the CNS route, without calling for
fresh tenders, shall not exceed 20% of contract value during the term.
b. MSRTC shall retain the Strategic Control over the design, development and
operations of the Project through the full term of the project.

19. Security of information

MSRTC related information (payment, tickets, etc.) are sensitive and confidential in
nature. Any compromise of such information can have serious implications. It is,
therefore, imperative to ensure confidentiality and integrity of data and transactions
at every stage. The BIDDER shall develop a detailed security policy and supporting
procedures for the NEW system and obtain MSRTC approval. The BIDDER shall ensure
that the proposed policy complies with the latest version of the MSRTC’s Information
security manual, which will govern the security of NEW facility, portal and related
infrastructure and personnel during the entire duration of the contract. The BIDDER
shall ensure that the security policy and procedures are updated on a regular basis as
per best practices and released after MSRTC approval.
The BIDDER shall depute at least one designated Information security officer to be
assisted by an additional officer. He will coordinate with MSRTC’s Nodal Officer
responsible for information security matters. It shall be the responsibility of the
BIDDER to provide the required hardware / equipment, software and other resources
to establish the processes and comply with the security requirements of the new
System.

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 Selection of a system integrator for implementing new ETIM and ORS system

3 Proposed Solution

Figure 2 : The graphic above details out the system blueprint of the proposed solution for
MSRTC

The solution is anchored by a superior IT Governance system which focuses on

having capable people at right locations, developing common standards, policies
and guidelines to be followed across the department. It provides view of the
various users and external systems expected to interact with the system. It also
describes the various communication channels which may be used while
interacting with the various users and systems. The system rests upon a robust
networking and hardware infrastructure, driven by a competent IT Security,
Control and Monitoring system. The architecture also describes the different data
and applications that need to be considered for the system. The various
components are described subsequently.

20. Users
The below table provides details about the users
# User User Description
Group
1 MSRTC MSRTC MSRTC employees at head office and depots who
Users will access the various reports, define routes, trips,
duty allocation, and various functions
2 Conductors Users who will primarily operate ETIM machines
3 Clerks Booking Office Clerks and Call Center agents

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 Selection of a system integrator for implementing new ETIM and ORS system

# User User Description

Group
4 Non- Citizen Users who will access the reservation portal for
MSRTC (passengers) booking tickets, status updates and inquiry
5 Booking Agents who may carry out booking on behalf of
Agents citizen
6 Other Users Any other user visiting website for information, etc.
21.
22. Communication Channels
The below table provides details about the various communication channels
# Channel Description
1 Intranet Internal portal accessed by a closed group including MSRTC
Portal employees at head office, booking office clerks.
2 ETIM ETIM device operated by conductors and clerks at depot who
update information in the device
3 Helpdesk Support helpdesk to resolve technical issues related to portal, etc.
being faced by internal users
4 Mobile Web based application will be accessible over mobile and other
portable devices. Mobile applications for reservations will be
developed in the solution. Latest mobile operating systems such
as Andriod, IOS, etc will be supported
5 Internet Internet portal will be the primary web interface for passengers
Portal and booking agents to make reservations
6 Booking Passengers and booking agents will have an option to make
Counters reservations through booking counters present at bus stations
and depots
7 Payment In order to facilitate online payment system will be integrated with
Gateway payment gateway to accept payments through various modes
such as credit cards, debit cards and net banking
23.
24. Application Architecture
Application architecture consists of three key subsystems
I. A central MSRTC Core Operations System (MCOS) which combines the
common functions being carried out in the current systems. MCOS will
provide for an interface with all users and devices. This system will maintain
a single version of truth (SVOT) of all data generated. The system will be
used for centralized reporting, auditing and billing while providing for core
business functions including:
o Route Management

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 Selection of a system integrator for implementing new ETIM and ORS system

o Crew Duty Management

o Waybill Management
o Trip Management
o Ticket Collection
o Cash Collection
o Strings Management
o Nightout (Outstation trips) Management
o Billing
o Audit
o Smart Card Management
o Grievance Management
In addition it will be provide for modules supporting the business functions
mentioned above including:
o Identity and Access Management
o Data Management
o MIS reporting
o Integration Management
o Communication Management
o Security Management

II. Reservation Interface which will be part of the central system, providing
functions specific to web-based reservations and reservations done by
booking clerks at bus stations and depots. The major functionality of
reservations process will be covered within MCOS. Reservation specific
modules may include:
o Bookings & Reservation workflows
o Inventory Management at counters
o Inquiry and status updates

III. ETIM Interface will follow a hybrid structure wherein data related to routes,
trips, etc which is required to be fed into ETIM device will be fed into the
local ETIM servers within depots. However, ticketing information will be fed
directly into MCOS through GPRS enabled ETIM devices, At the end of the
trip, summary will be pulled by ETIM local server which will reconcile and
confirm that the information available at the central system is correct and
updated. In places where there is no network connectivity, data from within

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 Selection of a system integrator for implementing new ETIM and ORS system

ETIM will be pulled up by MCOS at this time. Local servers within depot will
only maintain the operations specific data which is required to be fed into
ETIM. Ticketing and related information will be maintained centrally at
MCOS. The central system will track and manage the information being
provided and stored at the local depot servers. Again major functionality of
reservations will be covered within MCOS. ETIM specific modules may
include:
o ETIM Device Management
o Device data synchronization
o Reconciliation

25. Data Architecture

The data architecture for the proposed solution to be deployed at MSRTC as a part
of this project would consist on the following key data sets:
 Legacy Data: Data from the existing system which will be migrated on to the
new system
 Transactions Data: Incremental data generated by operations by various
systems on a daily basis. For instance ticket data, routes plied data, data
allocation details, and others
 Masters Data: Reference data required to carry out the various transactions
such as depot master, conductor master, routes available, and others
 Billing Data: Data generated for the purpose of billing, this will be generated
mostly from the transactions data,
 Data Marts & Data Warehouse: In order to have an efficient reporting
system, the data needs to be collected in a structured way such that it
captures its lifecycle. Data marts and data warehouse will assist in doing so
 Analytical logic and related metadata: In course of analysis being carried out
and reports generated, new data about the analysis, various models created
and related metadata will be produced which will have to be stored by the
system.

26. Network Landscape

# Link between Frequency of Bandwidth Communication

Usage Requirements mechanism
1 Passengers, booking Daily and Medium Internet having a
agents, and general continuous fallback with a
users connecting different ISP

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 Selection of a system integrator for implementing new ETIM and ORS system

# Link between Frequency of Bandwidth Communication

Usage Requirements mechanism
through computer
systems and mobile
devices
2 Banks During High Internet having a
working hours fallback with a
and different ISP
continuous
3 Depot and booking During High Internet having a
offices working hours fallback with a
and different ISP
continuous
4 ETIM Daily and Medium GPRS
continuous
5 Disaster Recovery Daily and Medium Leased line with
Site continuous fallback link

6 Other external As required Medium Internet having a

systems fallback with a
different ISP

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 Selection of a system integrator for implementing new ETIM and ORS system

1
8 2

6
4
5 7

Figure 3: Network Landscape

# Equipment / Parts Qty

DC Internet Lease Line (Primary) - 10 Mbps 1

1
DC Internet Lease Line (Secondary) - 10 Mbps 1

DR Internet Lease Line (Primary) - 10 Mbps 1

2
DR Internet Lease Line (Secondary) - 10 Mbps 1

DC to DR MPLS (Primary) - 6 Mbps 1

3
DC to DR MPLS (Secondary) - 6 Mbps 1

Depot Internet Connectivity - Primary - up to 2 Mbps

250
Broadband
4
Depot Internet Connectivity - Secondary - using Data cards 250

Bus Station Internet Connectivity - Primary - up to 2 Mbps

5 80
Broadband

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 Selection of a system integrator for implementing new ETIM and ORS system

# Equipment / Parts Qty

Bus Station Internet Connectivity - Secondary – using data

80
cards

Region Office Internet Connectivity - Primary - up to 2 Mbps

6 6
Broadband

Division Office Internet Connectivity - Primary - up to 2 Mbps

7 30
Broadband

8 GPRS Connectivity for ETIMs 38500

The existing internet based network connectivity has been working satisfactorily.
Internet service providers provide a simple NxT1, Ethernet or Cable connection to
the Internet, using the highest possible speed with. The price for internet
connectivity is considerably cheaper than almost any WAN MPLS service. The
required solution does not add additional overheads on the network connectivity
requirements except for the internet bandwidth requirements at the central
system. There should not be any additional network related requirements for other
users and offices. Hence, the existing internet connectivity will continue in the new
system.

27. Requirements for proposed General Packet Radio Service (GPRS)

GPRS is a packet oriented Mobile Data Service available to users of Global System
for Mobile Communications (GSM) and IS-136 mobile phones. It provides data rates
from 56 up to 114 Kbit/s. GPRS can be used for services such as Wireless
Application Protocol (WAP) access, Short Message Service (SMS), Multimedia
Messaging Service (MMS), and for Internet communication services such as email
and World Wide Web access. GPRS is a best-effort packet switched service, as
opposed to circuit switching, where a certain Quality of Service (QoS) is
guaranteed during the connection for non-mobile users.
The information captured by the GPRS ETIM is transmitted to the control station
server through GPRS/GSM network creating a communication network. The
communication network is connected to the internet for accessing information
regarding bus arrival, routes etc. The requirements of the communication system
are:
 The data communication channel requires exchanging data between the
MSRTC Control Room and the bus fleet.

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 Selection of a system integrator for implementing new ETIM and ORS system

 Communication of data will be reliable without any loss of data.

 Each Base Transceiver Station (BTS) of offered service provider should have
configuration to ensure required 10 Sec. update time for the vehicle
position at all times in all BTS area.
 Identify specific areas of existing GPRS/GSM blackout zones and Police
critical locations in Maharashtra and enhance number of BTS towers and
their capacities, if required.
 The GPRS/GSM data connectivity would be seamless while moving from one
BTS site to other BTS site in Maharashtra.
 Redundancy provided in ETIM to ensure if GPRS fails due to unforeseen
reason and then SMS facility is activated as a fall back mode.
 24*7*365 system operation would require proactive monitoring, fault
detection and management for reduced downtime and regular fine
tuning of the communication links for best response time

28. Hardware and Storage Architecture

The below schematic provides overview of the hardware architecture for the
proposed system:

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 Selection of a system integrator for implementing new ETIM and ORS system

Figure 4: Proposed Hardware Architecture

29. Minimum indicative Bill of Material across various sites

3.1.1.1 Central System

DC & DR Bill of Material

S
Equipment / Parts DC DR UAT
No.

1 Edge Server 2 1 1

2 Web Server 4 2 1

3 Database Server 2 2 1

4 Application Server 2 2 0

5 Directory Server 1 1 0

6 GSM/GPRS Server 2 1 0

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 Selection of a system integrator for implementing new ETIM and ORS system

DC & DR Bill of Material

S
Equipment / Parts DC DR UAT
No.

7 Reporting Server 1 1 0

8 Log Server 1 1 0

9 Integration Server 1 1

10 Storage Manager Server 1 1

11 EMS Server 1 1

12 Helpdesk Server 1 1

13 Backup and Archival Server 1 1

14 Storage Area Network (SAN) Array – 12 TB 1 1 0

15 Tape Library – 2 Slot/Drive (Tape 20 nos x 1 TB) 1 1 0

16 Core Router 2 1 0

17 Primary Firewall 2 1 0

18 Internal Firewall 2 1 0

19 Edge Router 1 1 0

20 Intrusion Prevention System (IPS) 2 1 0

21 Core & Distribution Switch L3 48 Ports Managed 4 2 0

22 Server Farm L3 Switch 24 Ports Managed 2 1 0

23 ORS Software 1 1 0

24 PORS Software 1 1 0

25 ETIM Backend Software 1 1 0

26 SLA Software 1 1 0

27 Paper Roll Management Software 1 1 0

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 Selection of a system integrator for implementing new ETIM and ORS system

DC & DR Bill of Material

S
Equipment / Parts DC DR UAT
No.

28 ETIM Inventory & Maintenance Software 1 1 0

29 MIS Report Portal Software 1 1 0

3.1.1.2 MSRTC, Head Office, Mumbai

Central Office Bill of Material (1 Location)

Qty per
# Equipment / Parts Total Qty
Location

1 Workstations 15 15

2 80 Column Dot Matrix Printers 15 15

3 LAN Unmanaged Switch L2 24 Ports 1 1

Helpdesk Bill of Material (1 Location)

# Equipment / Parts Qty

1 Workstation 3

2 Helpdesk and ticketing software 1

3.1.1.3 MSRTC Regional offices

Regional Office Bill of Material (6 Locations)

Qty per
# Equipment / Parts Total Qty
Location

1 Workstation 3 18

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 Selection of a system integrator for implementing new ETIM and ORS system

Regional Office Bill of Material (6 Locations)

Qty per
# Equipment / Parts Total Qty
Location

2 Router 1 6

3 LAN Unmanaged Switch 8 Ports 1 6

4 UPS with 60 minutes Battery Backup 1 6

5 80 Column Dot Matrix Printers 3 18

3.1.1.4 MSRTC Divisional offices

Divisional Office Bill of Material (30 locations)

S Qty per
Equipment / Parts Total Qty
No. Location

1 Workstation 5 150

2 Router 1 30

3 LAN Unmanaged Switch 8 Ports 1 30

4 UPS with 60 minutes Battery Backup 1 30

5 80 Column Dot Matrix Printers 5 150

3.1.1.5 MSRTC Depots

Depot Bill of Material (250 locations)

S Qty per
Equipment / Parts Total Qty
No. Location

1 Depot Servers 2 500

2 Workstation 5 1250

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 Selection of a system integrator for implementing new ETIM and ORS system

Depot Bill of Material (250 locations)

S Qty per
Equipment / Parts Total Qty
No. Location

3 Router 1 250

4 LAN Unmanaged Switch 16 Ports 1 250

5 ETM Charging Unit with 250 pigeon holes 1 250

6 UPS with 4 Hrs Battery Backup 1 250

7 80 Column Dot Matrix Printers 6 1500

8 ETIM 38500

3.1.1.6 MSRTC Bus stations

Bus Station Bill of Material (80 locations)

S Qty per
Equipment / Parts Total Qty
No. Location

1 Workstation 2 160

2 80 Column Dot Matrix Printers 2 160

3 Smart Card Reader & writer 2 160

5 Router 1 80

6 LAN Unmanaged Switch 8 Ports 1 80

Consumables as required for all locations will be provided by the selected SI.

3.2 Project Deliverables:

The below table provides an indicative list of deliverables expected across various
components envisaged for this project.

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 Selection of a system integrator for implementing new ETIM and ORS system

# Project Expected Deliverables

Component

1 Project  Project management plan

Management
 Pilot management plan
 Operations management plan
 Contract management plan
 Risk management and Information Security Policy
 Business Continuity and Disaster Recovery plan
 Performance bank guarantee, performance security
and other related compliances
 Status reports

2 Software  Application Software component includes design

documents (BRS, SRS, executables, patches,
reports, etc) which are developed, updated during
the course of this project. This includes the
following:
 System Requirement Specification (SRS) document
containing detailed requirement capture and analysis
including functional requirement, interface
specifications, application security requirements.
 High Level Software Design document including
Software Architecture design, Logical and Physical
Database Design
 Low Level Software Design document including
Programming Logic, Workflows
 Complete Source Code with documentation
 Test Plans and Test cases (including Unit Test Plan,
System/Integration Test Plan, User Acceptance Test
Plan, Security Test Plan, Load Test Plan)
 Software Testing Documentation (including details of
defects/bugs/errors and their resolution)
 User Acceptance Test Cases, Test Data and Test
Results
 Periodic data backup and archival post Go-Live.
Backup data should be tested for restorability on a
quarterly basis.

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 Selection of a system integrator for implementing new ETIM and ORS system

# Project Expected Deliverables

Component
 User manuals for Corporation staff
 Manuals to be used by Conductors for addressing
issues of ETIMs and other related stuff
 Data generated during the course of this project
 System Software includes all software components
required for running of this project
 Tools to monitor the SLAs

3 ETIM  Handheld device for generation of electronic tickets

includes patches required for smooth functioning of the
devices
 Inventory reports related to ETIM

4 Data Migration  Data migration plan

 Scripts required for importing data that has been
migrated
 Actual data that has been migrated
 Certificate confirming successful completion of data
migration

5 Data Centre  DC and DR establishment plan

(incl. DR)
 DC and DR design and related documents
 Establishment of IT and related infrastructure at primary
data centre and DR
 DC and DR infrastructure asset management and
maintenance

6 Depot  Depot Infrastructure deployment plan

infrastructure
 Depot infrastructure Asset management
 Establishment of IT and related infrastructure at defined
locations at MSRTC

7 Network  Network design and related documents

infrastructure
 Establishment of network connectivity as required for
the project

8 Manpower  Manpower deployment plan

deployment
 Deployment of manpower at MSRTC offices and locations

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 Selection of a system integrator for implementing new ETIM and ORS system

# Project Expected Deliverables

Component
required for functioning of the project

9 Change  Change management plan

Management
 Training schedule
 Manuals, and other training material
 Training of involved MSRTC and other staff working on
the system

10 Billing  SLA compliance reports

 Documents supporting SLA compliance
 Invoices as per payment milestones

11 Audit  Getting relevant certifications for various components

from respective authorities
 STQC Certification
 Half-yearly BCP/DR drill post Go-Live
 Half Yearly Security and Load Testing

12 Support and  Providing necessary support to operations of ticketing

Operations and functions related to the system
 Establishing and supporting operations of Helpdesk
 Establishing and supporting inventory related operations

4 Project Timelines

4.1 Project implementation approach

The envisaged project shall be implemented in following phases:

Phase I – Development & Deployment: This phase would start from the date of
signing of contract and would be completed once the required environment is in
place for carrying out pilot. The various activities would include freezing of
specifications for various components of envisaged system and data migration,
application software development, testing, conference room demo of functionality,
procurement & installation of hardware and required system software, network
creation, and deployment of support staff for pilot.

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Phase II – Testing & tuning: This phase would pertain to implementation of the
entire system on Pilot-basis to test it from various perspectives. It would start
once the environment is ready for carrying out pilot and would end when go ahead
is received from MSRTC for full scale deployment. The pilot will be carried out for
not more than 10% depots across the state of Maharashtra. The actual list of
depots will be mutually agreed upon with MSRTC. The pilot will be carried out with
all functionalities being checked to verify working of the system in actual
environment. The purpose of this Phase would be to ascertain all issues that may
exist in the entire workflow/operations and to subsequently rectify them.

Phase III – Roll-out: This phase would have the complete rollout of the envisaged
system and all its components including staff across all defined MSRTC locations. It
would end when all tickets are generated using bidder’s system and the operations
have stabilized for a period of 3 months.

Phase IV – Full Scale Operations: This phase would continue till the termination of
the contract. The bidder would be responsible for the functioning of the system for
a period of 5 years and would also maintain the entire system for the same
duration. Phase IV – Full Scale Operations: This phase would continue till the
termination of the contract. The bidder would be responsible for the functioning of
the system for a period of 5 years and would also maintain the entire system for
the same duration.

4.2 Project timelines

The table below details the time schedule for key milestones and activities
envisaged for the project.

# Activity Time Completion

I Phase I: Development and Deployment T + 4 months

1 Application Software T + 4 months

Submission of Software Requirement Specifications T + 1 month

(SRS)

Development and testing of entire application T + 3 months

Deployment and configuration of application at all T + 4 months

locations including depot required for pilot
implementation

Submission of application ready for pilot T + 4 months

implementation

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 Selection of a system integrator for implementing new ETIM and ORS system

# Activity Time Completion

2 Data Centre and Disaster Recover Centre T + 3 months

Submission of specifications and BOM for hardware / T + 1 months

software required at data centre

Specifications for Data centre and DRC T + 1 months

Deployment & installation of hardware & system T + 2.5 months

software

Completion of Data Centre and DRC T + 2.5 months

Submission of Data Centre and DRC ready for pilot T + 3 months

implementation

3 ETIM T + 4 months

Submission of plan for ETIM procurement and T + 1 months

deployment

Deployment of ETIM machines required for pilot T + 3.5 months

Submission of certification from respective MSRTC T + 4 months

depot officials ready for pilot implementation

4 Depot Infrastructure T + 4 months

Submission of specifications and BOM for hardware / T + 1 months

software required at all depots

Deployment & installation of hardware & system T + 3 months

software at locations required for pilot implementation

Submission of certification from respective MSRTC T + 4 months

depot officials ready for pilot implementation

5 Change Management T + 4 months

Submission of training and change management plan T + 1 months

Training of required officials including conductors for T + 3.5 months

pilot implementation

Submission of training certification from required T + 4 months

locations

6 Data Migration T + 4 months

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 Selection of a system integrator for implementing new ETIM and ORS system

# Activity Time Completion

Plan for data migration, requirements and T + 1 months

specifications of data required for migration after
discussion with existing SI and depot officials

Verification and confirmation of completeness of data T + 3 months

received from MSRTC

Data import and migration completion, ready for pilot T + 4 months

implementation

7 Network Infrastructure T + 3 months

Submission of Network specifications required for all T + 1 months

sites including primary data centre, DRC, depots, etc

Completion of network connectivity at all locations T + 2.5 months

required for pilot implementation including primary
data centre

Submission of networks ready for pilot implementation T + 3 months

8 Manpower Deployment T + 4 months

Submission of staff deployment plan for all sites T + 1 months

Staff deployment at all locations required for pilot T + 3.5 months

Submission Review and approval of staff deployment T + 4 months

by MSRTC officials

Phase II: Testing and Tuning T + 5 months

Commencement of Pilot from the selected pilot T + 4 months

locations

Submission of approval for Go-live for the system T + 5 months

C Phase III: System roll-out T1 = T + 9 months

Deployment and configuration of application at all T + 7 months

remaining locations

Deployment of ETIM machines at all remaining T + 7 months

locations

Deployment & installation of hardware & system T + 7 months

software at all remaining locations

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 Selection of a system integrator for implementing new ETIM and ORS system

# Activity Time Completion

Training of required officials including conductors for T + 7 months

complete system rollout and operations

Completion of migration of all data T + 7 months

Staff deployment at all remaining locations T + 7 months

Establishment of help desk and other components T + 7 months

required for full scale operations

Third party certification for SLA monitoring system T + 7 months

Submission of certification from MSRTC depot officials T + 7 months

on deployment of ETIM, hardware, software, training,
etc.

Submission of all components required for system go- T + 7 months

live

Stabilized operations for a period of 2 months T + 9 months

D Phase IV: Full scale operations T1 + 60 months

Billing

Submission of SLA Compliance reports Periodic

Submission of documents supporting SLA compliance Periodic

Invoices as per payment milestones Periodic

Audit

Getting relevant certifications for various components T1 + 3 months

from respective authorities

CERT-IN Certification on application security T1 + 3 months

Annual BCP/DR drill and Security and Load Testing Annually

after Go-Live

3 Support and operations As required

 Providing necessary support to operations of
ticketing and functions related to the system and
providing reports as required
 Supporting operations of Helpdesk providing reports
as required

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 Selection of a system integrator for implementing new ETIM and ORS system

# Activity Time Completion

 Establishing and supporting inventory related
operations and providing reports as required

5 Bill of Material

DC & DR Bill of Material

S Equipment / Parts DC DR Site UAT
No.
1 Database Server 6 3 1
2 Web / Application Server 6 3 1
3 GPRS Server/ Communication Server 2 1 1
4 Reporting Server 1 1 0
5 Integration Server 1 1 0
6 Backup Server 1 1 0
7 Monitoring Server 2 0 0
8 Staging Server 2 0 0
9 Storage Area Network (SAN) Array – 20 TB 1 1 0
(Usable FC & Switch)
10 Tape Library – 2 Slot/Drive (Tape 100 nos x 1 1 1 0
TB)
11 Router 2 1 0
12 Firewall 2 1 0
13 Link Load Balancer 2 1 0
14 Server Load Balancer 2 1 0
15 Intrusion Prevention System (IPS) 2 1 0
16 Core & Distribution Switch L3 48 Ports Managed 4 2 0
17 Server Farm L3 Switch 24 Ports Managed 2 1 0
18 Passive Components 1 1 0
19 Generator 1 0 0
20 UPS 30 KVA 1 0 0
21 ORS Software 1 1 0
22 PORS Software 1 1 0
23 ETIM Backend Software 1 1 0

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24 SLA Software 1 1 0
25 Paper Roll Management Software 1 1 0
26 ETIM Inventory & Maintenance Software 1 1 0
27 MIS Report Portal Software 1 1 0

Helpdesk Bill of Material (1 Location)

S Equipment / Parts Qty
No.
1 Workstation 8
2 80 Column Dot Matrix Printers 2
3 Depot Server 1
4 Network L3 Switch 48 Ports Managed 1
5 Control Centre Built Charges 1

Central Office Bill of Material (1 Location)

S Equipment / Parts Qty per Total Qty
No. Location
1 Workstation 15 15
2 80 Column Dot Matrix Printers 15 15
3 LAN Unmanaged Switch L2 24 Ports 1 1
4 Passive Material 1 1

Regional Office Bill of Material (6 Locations)

S Equipment / Parts Qty per Total Qty
No. Location
1 Workstation 3 18
2 Router 1 6
3 LAN Unmanaged Switch L2 24 Ports 1 6
4 UPS with 4 Hrs Battery Backup 1 6
5 80 Column Dot Matrix Printers 3 18
6 Passive Material 1 6

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Divisional Office Bill of Material (30 locations)

S Equipment / Parts Qty per Total Qty
No. Location
1 Workstation 5 150
2 Router 1 30
3 LAN Unmanaged Switch L2 24 Ports 1 30
4 UPS with 4 Hrs Battery Backup 1 30
5 80 Column Dot Matrix Printers 5 150
6 Passive Material 1 30

Depot Bill of Material (250 locations)

S Equipment / Parts Qty per Total Qty
No. Location
1 Depot Servers 2 500
2 Workstation 5 1250
3 Router 1 250
4 LAN Unmanaged Switch L2 24 Ports 1 250
5 ETM Charging Unit with 250 pigeon holes 1 250
6 UPS with 4 Hrs Battery Backup 1 250
7 80 Column Dot Matrix Printers 6 1500
8 Passive Material 1 250
9 ETIM 35000
10 ETIM 10% Extra 3500

Bus Station Bill of Material (80 locations)

S Equipment / Parts Qty per Total Qty
No. Location
1 Workstation 2 160
2 80 Column Dot Matrix Printers 2 160
3 Smart Card Reader & writer 2 160
4 Customer Display Unit 2 160
5 Router 1 80
6 LAN Unmanaged Switch L2 8 Ports 1 80

Connectivity for whole project (For 60 Months)

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S Equipment / Parts Qty

No.
1 DC Internet Lease Line (Primary) - 10 Mbps 1
2 DC Internet Lease Line (Secondary) - 10 Mbps 1
3 DR Internet Lease Line (Primary) - 10 Mbps 1
4 DR Internet Lease Line (Secondary) - 10 Mbps 1
5 DC to DR MPLS (Primary) - 6 Mbps 1
6 DC to DR MPLS (Secondary) - 6 Mbps 1
7 Depot Internet Connectivity - Primary - up to 2 Mbps Broadband 250
8 Depot Internet Connectivity - Secondary - up to 2 Mbps 250
Broadband
9 Bus Station Internet Connectivity - Primary - up to 2 Mbps 80
Broadband
10 Bus Station Internet Connectivity - Secondary - up to 2 Mbps 80
Broadband
11 Region Office Internet Connectivity - Primary - up to 2 Mbps 6
Broadband
12 Region Office Internet Connectivity - Secondary - up to 2 Mbps 6
Broadband
13 Division Office Internet Connectivity - Primary - up to 2 Mbps 30
Broadband
14 Division Office Internet Connectivity - Secondary - up to 2 Mbps 30
Broadband
15 GPRS Connectivity for ETIMs 38500

Connectivity for whole project (For 60 Months)

S Equipment / Parts Qty
No.
1 Project Manager 1
2 Project Coordinator (One each for ORS & ETIM) 2
3 Server & Storage Administrator at DC & Control Centre 3
4 Network Administrator at DC & Control Centre 3
5 Database Administrator 2
6 NOC engineers 8
7 Helpdesk / Software Support engineers 8
8 Field Support Engineer at Depot Level 750
9 Trainers for Entire Project duration 30

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10 Region Managers 6
11 Division Managers 30

6 Functional Requirements

Proposed ETIM device specifications

S. No. Requirement

1 These units shall be hand held devices which will be carried on MSRTC
Buses by Bus crew. ETMs can also be used for sale of Tickets at Bus
stops/terminals.
2 The unit shall be designed and configured to cater to all types of
operations including Interstate, inter-city and special category buses
operating on flat fare structure, etc.
3 Provision shall be available to download & store a minimum of defined
Route details each consisting of defined stages with alphanumeric name
description and rate.
4 ETM shall be capable of handling multiple routes as per duty planned for
the day
5 ETM shall be able to print the ticket as per the specified format. Every
ticket shall have a unique ticket number generated. The ticket number
shall be of defined digits with the combination of ETM code, Bus
Number, Date & the serial Number. Tickets issued by the ETM(S) shall
have a legible print by use of an adequate font size in order for the
commuters to read the same easily.
6 ETM shall be able to generate ticket with the minimum key strokes for
easy & effective operations.
7 ETMs shall be able to issue a group ticket i.e. it shall be able to accept
the number of persons, number of full ticket, number of half tickets in a
group and compute the fare accordingly and issue a single ticket.
8 ETMs shall be able to issue the luggage tickets and child tickets.
Following information shall be captured while issuing these types of
tickets

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S. No. Requirement

8.1 Type of ticket ( Luggage, child tickets, etc)

8.2 Route Number
8.3 Source/origin
8.4 Destination
8.5 Time stamp & date
8.6 ETM Unit Code
8.7 Bus ID
8.8 Fare

8.9 The conductor shall be able to record the following information

8.9.1 Type of Ticket
8.9.2 Category ID (In case of child Ticket)
8.9.3 Destination ( In case of child Ticket)
8.9.4 Fare

9 ETMs shall have a facility to print the repeat tickets with press of only
one button on the key pad. That is for the cases where two separate
passengers’ source & destination are same. Each ticket shall have a
unique ticket number.
10 The ETIM should be GPRS enabled. It should be able to transfer
ticketing data over GPRS to the central server in batches over
stipulated time periods.
11 ETMs shall be capable of issuing tickets on a non-standard
route/fallback route, in case of non-adherence to pre-fed routes due to
any reasons. In this case, the ticket will only have the time stamp, ETM
unit code and the fare denomination on them based on the fare stages
defined.
13 ETMs shall provide a facility to compute the refund amount as per
business rules of MSRTC operations.
14 Business rules for fare stages, fare structures, various routes, etc. shall
be
configurable. ETMs shall have facility to compute the fare as per the
fare stages
defined by MSRTC.
15 At the end of every trip, ETMs shall be able to print the trip report and
log sheet of all transactions.

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S. No. Requirement

16 At the end of every trip, ETMs shall be able to print the trip summary
report.
17 ETM should be capable to ensure that all the ticketing data is encrypted
and pushed to the central server with 0 data loss. There should be no
need to manually download data at the bus depots. Manual data
download should only be required in case of a hardware or software
problem in the ETM machine or if complete data could not be uploaded
on the central server.
18 ETMs shall provide facility to enter the ticket Inspector employee ID and
generate inspection report with Date & Time stamp.
18 ETMs shall have an access control mechanism build in to facilitate
authentication and authorization.
19 ETM should be able to authenticate the RFID based Smart Card passes.
The ETM should also capture for the Pass holder.
19.1 Ticket Classification (i.e. indicate that this is an ETM ticket).
19.2 Pass category ID
19.3 Destination
19.4 If free traveler then following information will be captured
19.4.1 Ticket Classification (i.e. indicate that this is a free traveler ticket).
19.4.2 Free traveler category ID ( i.e. Police Warrant or Other)
19.4.3 Destination
19.4.4 The conductor shall record the above information with minimum key
19.4.5 strokes.
The ETM should be able to print a 0 value ticket against the Smart card
pass.
20 Conductor should be able to record in the ETM, the ticket number of the
tickets sold from the ticket counters at the bus station. This
functionality should be designed in such a way that minimum keystrokes
shall be required by the conductor to record the ticket number.
21 The ETM should be able to record the details of ticket sold through ORS
system.

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S. No. Requirement

22 MSRTC may engage the services of various booking agents for selling
22.1 tickets on interstate routes. These agents would not be using ETMs to
22.2 generate tickets.
22.3 Therefore it is imperative that some data of the passengers traveling on
22.4 agents’
tickets be captured by conductor through ETMs. This data could be
utilized to cross check the claims submitted by the Agents. There shall
be a facility in the ETMs for the conductor to capture the tickets data
issued by MSRTC agents on Interstate buses. ETMs shall capture the
following information:
Agent Code
Source
Destination
Date & time stamp
23 All the ETMs shall be docked at respective depot / Base Station at the
end of the day. The ETMs shall be fed with unique code, to identify that
the tickets are issued from valid ETMs and thus controls the misuse of
the ETMs. This number will be randomly generated unique number and
entered every day at Base Stations, before issuing the ETMs to MSRTC
conductors.
All ETMs shall also have an asset id / code on their body for identity
24 Data exchange facility shall be provided between ETM to PC / Desktop.
25 The list of minimum inputs attributes to be captured through these
ETMs are

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 Selection of a system integrator for implementing new ETIM and ORS system

S. No. Requirement

25.1 Category of Buses

25.2 Source
25.3 Destination
25.4 No of people for Group ticket.
25.5 No of Full tickets & No of Half tickets in a group.
25.6 Full ticket
25.7 Half Ticket
25.8 Number of Day passes sold.
25.9 Child ticket
25.10 Date & Time stamp
25.11 Fare
25.12 Fare stages
25.13 Route structures
25.14 Bus Number
25.15 Trip Code
25.16 Conductor Name / ID
25.17 Driver Name / ID
25.18 Ticket Inspector ID and Time stamp of checking
25.19 Luggage charges
25.20 Minor Repairs & maintenance during the trip
25.21 Terminal fee
25.22 Toll taxes
25.23 Refund
26 ETMs shall be provided with the off board charging facility in the
depots.
27 ETMs shall be designed keeping in view the mobility, usability and
robust operations.
LCD/ LED display should give clear view in night and day.
28 The ETIM shall support ‘Sakal Marathi’ font on display.
29 The keyboard of the ETIM shall be backlit for easy night operation.
30 ETMs shall be water proof, dust proof, heat resistant and shock proof.
31 The ETMs shall be provided with proper casing with a strap

Requirements for ORS

S. No. Requirement

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 Selection of a system integrator for implementing new ETIM and ORS system

S. No. Requirement

Web based Online Reservation Software (ORS) should be provided

1
for passengers booking tickets online.
The system should allow one way trip, round trip and multi city trip
2
booking through the ORS.
The ORS should allow users to register on the system. Their profile,
past travel details etc should be maintained and be available to
3
him/her whenever he/she wants to access the same after logging in
to the system.
The ORS should have a feedback mechanism where the passengers
4
can rate the services offered by MSRTC
Randomly selected passengers should be prompted to provide a
5
feedback using a small questionnaire to improve MSRTC's services

The ORS system should identify a user on login and prompt / suggest
6
user with latest fare and availability of the same trip.

For searching source and destination on the portal, text box with
intelligent auto suggest feature. In case the user is searching for a
7 location that is not covered by any service, the system should
suggest him the nearest location where he can avail the service
from.
The system should provide space and feature for advertisement
8
content management on the portal.
The system should have facility to provide ORS booking details on
ETM before handing over ETM to conductor. The ETM should also be
9
capable of downloading using GPRS connection, the list of the
passengers who have done an advance reservation in the bus.

Online reservation booking facility should be accessible to authorized

ticket booking agents and online travel agents with all security
10
checks, access permissions and restricting agents to cross
prescribed financial ceiling permissible for reservation booking.
System should be able to cater to Business rules regarding
11
Reservation/cancellation
Web enquiry for seats availability, fare, routes, en-routes stops,
12
Arrival and departure time etc.

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S. No. Requirement
Advance Booking, Full/Partial Cancellation of tickets, and
13
advancement and postponement of journeys.
Interface to payment gateway for Internet booking using credit/debit
card/Smart cards/virtual cards, internet banking etc. However, SI
should take note that the service / transaction charges payable to
the banks or any other authority will not be borne by MSRTC. The
system should accept all visa and MasterCard.
14
It should comply with all online transaction legislations / standards.
All refunds for online transactions shall happen only online and cash
refund should be restricted.
In case of booking from counter with cash payment, the refund can
be made from the same counter in cash.

15 Printing of tickets/cancellation voucher and other related reports.

16 Provision to print ticket details in Marathi and English.
17 Enabling Blocking of seats or issuing ticket for reserved quota.

18 Applying concessions applicable for ORS as per the rules of MSRTC.

System should provide waiting list facility and automatic
19 confirmation of wait-listed passengers in case of cancellation of
reserved seats.
Provide Tatkal reservation facility with special charges for specified
20
period.
Centralized control of Stage & Fare tables, Fare revision, various
21 concessions, ticket cancellation rules, fare charging rules, bus
service type, bus stops, route master, user privileges etc.
Facility to capture Passenger data such as name, gender, age, pass /
22
authority no. date etc.
System should provide seat layout view and allow user to select
23
available seat by clicking the preferred seat.
The ticketing System will have view / print facility for Seat Vacancy
24
Position (route wise, clockwise, starting place wise).
Depot wise/Authorized Booking Agent wise revenue collection,
25
commissions, cancellations reports etc.

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S. No. Requirement
Reconciliation of revenue collection made by authorized booking
26 agents and online travel agents and the remittance deposited by
them.
Automatic locking of booking facility provided to authorized booking
27 agents, online travel agents etc if the limit is exceeding the
permissible limit.
28 Providing accurate and user friendly accounting system
The security for the access to the application must be provided
centrally with suitable authentication/architecture. Audit trail must
29
be maintained for all data updates/ amendments and deletions for
security audit.
System shall facilitate booking of entire bus by passengers (group
booking). The information required for such booking i.e. bus type,
30 fare charges, no. of adults & child and other charges etc. shall be
provided online and the system shall facilitate online booking of
entire bus.
End day procedure for processing information and generating MIS in
31
report formats.
Provision for getting information of various types of concessions
32
given to traveling passengers.
All transactions should be processed by using keyboard and short
33
keys are to be provided to carry the functions of mouse.
Multi level user authorization and authentication with appropriate
34
User Profiles, Rules and Roles.
Facility to provide information and alerts on route wise, bus station
35 wise time table, seat availability, fare, to Passengers on mobile
phones, web notification etc
Past data analysis capability for Dynamic and effective decision-
36
making in the future.
Based on the above data the software will generate various types of
reports — text and graphics on daily, weekly, fortnightly, monthly,
37 yearly basis or as & when required for the use of various
stakeholders such as the Corporation, agents, network, payment
gateway, authentication, back office and other service providers.
All operational, MIS and Revenue reports for a specified period.
38
(Booking centre wise, Service wise, Operator wise, depot wise, agent

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S. No. Requirement
wise etc.)

System should provide the facility for editing, or creating new

39 reports for specified period as & when required and conversion of
the same into text format or spread sheet.
The system should support remote management. It shall be possible
40
to monitor and tune the system remotely.
41 Comprehensive audit trail, logging and reporting.
The security solution must be capable of comprehensive logging of
the traffic through the network and applications under its control. It
should be capable of notifying unauthorized logging access attempts
42 in to the network and the System internal resources, and attempts to
login that fail. So also be capable of notifying appropriate parties
including the organization users/department users/System Security
Administrators etc of suspicious activity.
The system should support printing on any printer — dot matrix,
43 laser, inkjet or pre-printed or plain paper who book tickets through
net/web.
The system shall provide user management services and service
enrolment features to enable the user to register with the portal. It
44
should also provide secured mechanism for user identification,
transaction integrity, security etc.
The ORS for agents should have secure login facility based upon
45
their system’s digital ID in order to prevent fraudulent practices.
46 The system should have the functionality to:
a. Define user groups
b. Define users
c. Map users to groups
d. Assign the users a role and privileges in the applications
Assign the menus/forms/functionalities in the system to the
e.
users/groups
Grant/impose data based access/restrictions to the users. e.g. for
f.
specific operations etc.
g. Define menus and attach such menus to users/ groups.
h. Disable / re-enable users / groups from the system

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S. No. Requirement
i. Disable / re-enable modules within application

7 Technical Requirements
1. Common requirements for Server

# Solution Objective and Requirements for Servers

1 The servers should be sized by SI independently considering the business

requirements and workload details provided in this document.

2 SI should provision the server infrastructure required for the solutions that
would be deployed at the DC and DR sites.

3 The infrastructure at the above sites will require different types of servers. SI
is responsible for understanding the niche requirements of all applications
and provide servers as required to make the proposed solution complete.

4 The servers should be sized such that it would not utilize more than 70% of its
resources (CPU and I/O) in normal course (with an exception to the batch
processes). The utilization should not exceed 70% for a sustained period of
more than 15 minutes (with an exception to the batch processes).

5 The proposed servers should be rack / blade optimized with scalability for
additional CPU, Memory and I/O.

6 The proposed servers should have adequate number of CPUs with latest clock
speed and cache.

7 Servers should be of latest generation and highest clock speed at the time of
supply.

8 The servers should be based on Symmetrical Multiprocessing (‘SMP’)

architecture.

9 Each server should be populated with adequate number of internal disks.

10 The disks should be Hot Swappable and should be proposed in hardware

mirrored configuration using an Ultra 320 SCSI/FC-AL/SAS Controller with
Hardware RAID Level 0 and 1.

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# Solution Objective and Requirements for Servers

11 Each server should be populated with adequate number of Gigabit full-duplex

Ethernet controllers for LAN connectivity. The Ethernet controllers should be
configured for dual homing and they should provide adequate throughput to
each switch based on the solution deployed on the server.

12 The servers that need connectivity to SAN should be populated with adequate
number of Fiber Channel Host Bus Adaptors (‘HBA’) in redundant mode.

13 The servers should be proposed with redundant and hot swappable power
supplies.

14 All the servers, except the Server for backup, should be populated with read-
only drive, capable of reading all types of CD / DVD.

15 Except the server for backup, none of the servers should be populated with
any writeable media.

16 SI should propose rack mounted KVM switch based consoles within the SDC
for monitoring and managing the servers. Every server should not be
provisioned with monitor, keyboard and mouse individually. It is envisaged
that the servers would also be monitored remotely using the EMS solution.

17 SI should provide requisite licenses for all the software required for the
respective servers including, but not limited to, Operating System, respective
software database and application, etc.

18 SI should propose servers after taking into account the design consideration.

# Web Server(s) and Support requirements

1 The Web Servers will be mainly used for running the proposed HTTP Server to
manage connections of user sessions.
2 SI should provide requisite open source software for the web server
including, but not limited to, Operating System, etc.
3 Enterprise web services - package and deploy components as Web services
and their clients in a standard way
4 Support for Web Services Notification, which enables Web Service
applications to utilize the ‘Publish and Subscribe’ messaging pattern
5 Support for WSDL 1.1

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# Web Server(s) and Support requirements

6 Support for WS Interoperability Basic security profile, to provide transport-
neutral mechanisms to address WS and to facilitate end-to-end addressing
7 Support for WS Business Agreement
8 Support for UDDI 3.0
9 Support for SOAP 1.2
10 Support for HTTP 1.1 support for Web service server & client
11 Support for REST based services
12 Ability to consume web services from external systems (including .NET)
13 Support for TEXT / XML Digital Signature & Encryption
14 Web Services Management Capabilities (Provisioning, Encryption, Digital
Signature, Key Exchanges, Auditing)
15 Support for Asynchronous Web Services
16 WS-Security 1.1
17 Web services TEXT / XML compression (gzip, etc.)
18 Support for caching of Web Services responses
19 Support for edge serving of Web Services
20 Support for Web Services message security APIs

# Application Server(s) Requirements

1 The Application Servers will be mainly used for running the business logic of
the core application.
2 The Application Servers should be sized by SI independently.
3 SI should provide requisite licenses for all the system software required for
the application server including, but not limited to, Operating System,
Application Server Software, etc.

Chassis Specification
# Chassis Specification
1 Single blade chassis should accommodate minimum 6 (Quad-Processor)/8
(Dual Processor) or higher hot pluggable blades.
2 6U to 12U Rack-mountable
3 Dual network connectivity for each blade server for redundancy should be
provided. Backplane should be completely passive device. If it is active, dual
backplane should be provided for redundancy
4 Should accommodate Intel, AMD, RISC / EPIC Processor based Blade Servers
for future applications

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# Chassis Specification
5 Same chassis should support dual CPU and Quad CPU blades
6 Should have the capability for installing industry standard flavours of Linux /
Unix Operating Environments
7 Single console for all blades in the enclosure or KVM Module
8 DVD ROM can be internal or external, which can be shared by all the blades
allowing remote installation of S/W and OS
9 Should support the external storage
10 Minimum 2 external USB connections functionality
11 Two hot-plug, redundant 1Gbps Ethernet module with minimum 10 ports
(cumulative), which enable connectivity to Ethernet via switch. Switch should
be (Internal/external) having Layer 3 functionality - routing, filtering, traffic
queuing etc.
12 Two hot-plugs, redundant >=4 Gbps Fiber Channel for connectivity to the
external Fiber channel Switch and ultimately to the storage device
13 Power Supplies:
- Hot Swap redundant power supplies to be provided.
- Power supplies should have N+N. All Power Supplies modules should be
populated in the chassis.
14 Hot Swappable and redundant Cooling Unit

15 LED / LCD Alerts/ indication on Hard disk drives, processors, blowers,

memory
16 Management
- Systems Management and deployment tools to aid in Blade Server
configuration and OS deployment,
- Remote management capabilities through internet browser
- It should provide Secure Sockets Layer (SSL) 128 bit encryption and
Secure Shell (SSH) Version 2 and support VPN for secure access over
internet.
- Ability to measure power historically and cap power for servers or group of
servers for optimum power usage
- Ability to monitor performance of servers over time
- Blade enclosure should have display console for local management like
trouble shooting, configuration, system status/health display
17 Built in KVM switch or Virtual KVM feature over IP
18 Dedicated management network port should have separate path for
management

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# Chassis Specification
19 Support heterogeneous environment: Intel, AMD, Xeon and RISC/EPIC CPU
blades must be in same chassis with scope to run Open source OS, Windows
2012 Server, Red Hat Linux / 64 Bit UNIX, Suse Linux / 64 Bit UNIX / etc.

Blade Specification for All servers

Web/Application/EMS/ server

Item Requirement

1 Processor Blades should be x-86/RISC/EPIC processor based

servers with processor clock speed of at least 1.6 GHz or
above.
2 Number of Offered Server should be configured with minimum 4
Processors (Four) Processors. 8-core per processor
3 Memory The servers should be equipped with minimum 16 GB
DDR 3 RAM or higher RAM per core
4 Memory Memory Should be Scalable up to 512 GB
Scalability
5 The Blade should have redundant 8 Gbps Fiber Channel
HBA
6 2 X (1000BASE-T) Tx Gigabit LAN ports with TCP / IP
offload engine support on blade server
7 The server should have the capability to balance the load
across multiple port interfaces in active-active mode and
seamless failover without any data corruption or
Application crashing.
8 SI should ensure that Application servers are in active-
active mode on separate physical servers using load
balancer.
9 Internal RAID Internal RAID Controller should be able to do RAID 1,0
10 Internal / Minimum 2 * 200 GB
External HDD
(For OS only)
11 Pre-Failure Critical Components like CPU, Memory, SSD & PCI Slots
Warranty should be covered under Pre-Failure Warranty

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Item Requirement

12 OS & Should support heterogeneous environment – Open

Virtualization Source OS, MS Windows, RHEL, SLES, OEL, Oracle
Infrastructure Solaris, OVM, VMWare Vsphere & Microsoft HyperV for
Support full configured capacity of the system.
13 I/O & Power Server Should have redundant power supply and
Supply redundant I/O
Redundancy

1. Requirements for Database server

# Database Server(s) Requirements
1 The server will be used to store the data that is necessary for the functioning
of solution.
2 The server should have ability to process mixed transaction loads (batch and
online) and have the ability to dynamically configure processor power
according to workload requirements.
3 The server should be configured in active-active high availability mode with
cluster at all requisite levels such as OS, database
4 SI should provide open source software for the database server including, but
not limited to, Operating System, Database, etc.
5 The model of the server proposed should have capability for field expansion for
minimum 25% additional Processors and minimum 40% additional Memory and
40% additional I/O slots in each node over and above the relative capacity for
the 5th year as demonstrated during commissioning.
6 The server should be sized for the load the end of 5th year, but the server to
be delivered should be populated for the capacity requirements for 3rd year.
The sizing of the server requirement for the 3rd year should be such that it
meets 60% of the required tpm-c at the end of 5th year.
7 The SI should provide requisite licenses for all the system software required for
the database server including, but not limited to, Operating System, Clustering
Software, etc.

Additional Requirements for Database Server

# Item Requirement

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# Item Requirement

1 Processor Database servers should be x-86/RISC/EPIC processor

based servers with processor clock speed of at least 1.6
GHz or above.
2 Number of Offered Server should be configured with minimum 4
Processors (Four) Processors. 8-core per processor
3 Memory The servers should be equipped with minimum 32 GB DDR
3 RAM or higher RAM per core
4 Memory Memory Should be Scalable up to 512 GB
Scalability
5 PCI-Express Slots Server Should Have Minimum 4 * PCI Express Slots
6 Each server should support partitioning. Each partition
should be populated with minimum 8 number of Gigabit
full-duplex Ethernet ports OR 2 x 10Gigabit ports for LAN
connectivity. Each 10G port must be capable of carving
out at least 4 logical NICs with configurable speeds from
one physical port.
7 The server should have the capability to balance the load
across multiple port interfaces in active-active mode and
seamless failover without any data corruption or
Database crashing.
8 FC-HBA Ports Each Partition should be populated with redundant 8Gbps
FC ports. The servers should have the capability to
balance the load across multiple HBA interfaces in active-
active mode and seamless failover without any data
corruption or Application/Database crashing. Also they
should have the capability to support storage arrays of all
leading storage vendors including, but not limited to EMC,
Hitachi, HP, IBM, Network Appliance, SUN,etc
9 SI should ensure that Database servers are in active-
active mode on two separate physical servers
10 Internal RAID Internal RAID Controller should be able to do RAID 1,0
11 Internal / Minimum 2 * 200 GB
External HDD
(For OS only)
12 Pre-Failure Critical Components like CPU, Memory, SSD & PCI Slots
Warranty should be covered under Pre-Failure Warranty

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# Item Requirement

13 OS & Should be provided with latest version of 64-bit UNIX

Virtualization operating system supported by OEM. OEM supported
Infrastructure Virtualization software should be supplied in solution.
Support Both OS and Virtualization software should be supplied
for full configured capacity of the system. Should be
supporting open source heterogeneous environment.
14 I/O & Power Server Should have redundant power supply and
Supply redundant I/O
Redundancy

2. Requirement for Network and Server Management

# Network and Server Management
1 The Network Management function must monitor performance across
heterogeneous networks from one end of the enterprise to the other.
2 It should proactively analyze problems to improve network performance.
3 The Network Management function should create a graphical color display of
all discovered resources, including network topologies, links, devices and
tunnels and their status in real time.
4 The Network Management function should have extensive reporting facility,
providing the ability to format and present data in a graphical and tabular
display
5 The Network Management function should collect and analyze the data. Once
collected, it should automatically store data gathered by the NMS system in a
database. This enterprise-wide data should be easily accessed from a central
location and used to help with capacity planning, reporting and analysis.
6 Analyzing network traffic pattern is very critical component to help in
troubleshooting issues related to network traffic congestion .Proposed tool
should help in identifying type of traffic flowing based on various applications
& protocols for capacity analysis and providing breakup of traffic utilization
on critical router interfaces. Tool should help in identifying what
applications\users are generating maximum traffic thus consuming most
amount of bandwidth.
7 The Network Management function should also provide information on
performance of Ethernet segments, including capacity utilization and error
statistics for the segment and the top-contributing hosts, WAN links and
routers.

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# Network and Server Management

8 Alerts should be shown on the Event Management map when thresholds are
exceeded and should subsequently be able to inform Network Operations
Centre (NOC) and automatically notify concerned authority using different
methods such as pagers, emails, etc.
9 It should be able to automatically generate a notification in the event of a link
failure to ensure proper handling of link related issues and systematically
generate and manage trouble tickets until their closure on the resolution of
problems.
10 The Systems and Distributed Monitoring (Operating Systems) of EMS should
be able to monitor:
11 (i) Processors: Each processor in the system should be monitored for CPU
utilization. Current utilization should be compared against user-specified
warning and critical thresholds.
12 (ii) File Systems: Each file system should be monitored for the amount of file
system space used, which is compared to user-defined warning and critical
thresholds.
13 (iii)Log Files: Logs should be monitored to detect faults in the operating
system, the communication subsystem, and in applications. The function
should also analyze the files residing on the host for specified string patterns.
14 (iv) System Processes: The System Management function should provide real-
time collection of data from all system processes. This should identify
whether or not an important process has stopped unexpectedly. Critical
processes should be automatically restarted using the System Management
function.
15 (v)Memory: The System Management function should monitor memory
utilization and available swap space.
16 (vi) Event Log: User-defined events in the security, system, and application
event logs must be monitored.
17 The Proposed Network Fault Management consoles must provide web based
topology map view from a single central console. The system should provide
discovery & inventory of heterogeneous physical SNMP enabled network
devices like, Layer-2 & Layer-3 switches, Routers and other IP devices and do
mapping of LAN & WAN connectivity with granular visibility up to individual
ports level.
18 The system must deduces the root cause of the problem and in topology it
should visually pinpoint single impacting device
19 The system must be able to ‘filter-out’ symptom alarms and deduce the root
cause of failure in the network automatically.

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# Network and Server Management

20 The proposed network management system should provide a detailed
business service dashboard view indicating the health of each of the
departments / offices in the organization and the health of the services they
rely on as well as the SLAs.
21 The system should provide an outage summary that gives a high level health
indication for each service as well as the details and root cause of any outage.
22 The system must be capable of managing IT resources in terms of the
business services they support, specify and monitor service obligations, and
associate users/Departments/ Organizations with the services they rely on
and related Service/Operational Level Agreements.
23 SLA violation alarms must be generated to notify whenever an agreement is
violated or is in danger of being violated.
24 The NMS’s polling intervals should be configurable on a need basis – making it
flexible to increasing the intervals (as much as every 1 second) for key
systems as necessary or decrease the intervals in the event of severe
bandwidth constraints. Also it should be possible to define the polling needs
as per different device.
25 Multi-link Network management - NMS should be able to allow usage of all and
multiple type of links available at any location. It should be able to utilize links
based on state of link (bandwidth utilization, errors on link, time delay, etc.).
26 NMS should have the ability to correlate events across the entire spectrum of
infrastructure components that support client’s critical applications – routers,
switches provided by heterogeneous vendors.
27 NMS architecture should be object oriented, open, distributed, scalable, and
multi-platform and open to third party integration.
28 Network configuration and change management – the NMS should be able to
update network configuration changes like in routers the re-
indexing/addition/deletion of ports without having to rediscover the complete
network and individual device on each polling cycle. The proposed solution
should also be able to monitor compliance & enforce change control policies
within the diverse infrastructure by providing data & tools to run compliance
reports, track & remediate violations, and view history of changes
29 The NMS should be able to provide a report of a minimum of following
parameters of the network in regular intervals within a day or other periods
as required:
30 Brief Summarized report on Node uptime/Downtime of all the links.
31 Brief Summary on link utilization of all the links.
32 Reports on network performance parameters (latency, jitter, availability etc).

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# Network and Server Management

33 Dash board Report with information where immediate attention is required.
Example with details like No. of links down, peak bandwidth utilization links,
Isolated links etc.
34 Reports on network operational parameters (Round trip time, Processing
time etc)
35 Reports on network errors and events like packet error, security breech, etc.
Should be customizable as required
36 Inventory management – the NMS should be able to maintain a list of devices
under monitoring with their configuration, support metrics, EOS information.
The NMS should provide alarms and notices to the organization and help
maintain the devices up-to-date with respect to latest hardware and software
updates and patches.

3. Requirement for EMS Server

# Enterprise Management Solution (EMS) Server(s)
1 The Enterprise & Network Management System should be used to manage all
enterprise resources with a solution that encompasses the heterogeneous networks,
systems, applications, desktops and databases present in the system. It should have
the capability to consolidate all the information to one console with a support for
providing a Web interface.
2 The discovery services in the EMS should discover systems, network devices and the
topology. This capability allows for a complete inventory of all visible IT resources.
3 SI shall provision dedicated servers for running the EMS Solution.
4 The EMS servers shall be sized by the SI independently depending on the EMS
solution and the requirements provided under sub-section solutions
5 The EMS Servers shall be configured to store the EMS database on the storage
array.
6 SI shall provide requisite licenses for all the system software required for the EMS
server including, but not limited to, Operating System, etc.
7 It should have a centralized helpdesk system with call logging, notification,
resolution and knowledge base facility
8 EMS should provide a Graphical User Interface which is user-friendly to depict all the
IT infrastructure and applications, making IT management much more intuitive.
9 The EMS should offer maps and a Web browser interface. The interface should utilize
detailed geographic maps to determine physical locations. The maps should be
capable to provide real time view of the Solution. The Web browser interface should
enable management of IT resources via Internet or Intranet access or through Dial

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# Enterprise Management Solution (EMS) Server(s)

Up/remote access.

10 The EMS should offer a solution to the problem of managing exception events. It
should correlate and filter events from different types of IT resources, and pinpoint
the root cause of a problem.

4. Objective and Requirements for Storage infrastructure

# Storage Infrastructure - Objectives and Requirements

1 SI should independently design the storage infrastructure and accessories as
required for the proposed solutions that would be deployed at DR site.
2 SI shall include all the components that are required to make the storage
solution complete at DR site
3 Replication
4 SI should configure the replication between the Primary and DR site.
5 SI should design a suitable replication strategy and an effective model for
replication of the databases on the SAN storage, SI should accordingly
provision the infrastructure.
6 The Replication should make use of IP ports available on the SAN storage.
7 The replication software should be compatible with proposed solutions and
should support both synchronous and asynchronous modes.
8 SI should provide requisite licenses for all the system software required for
the Replication of the storage system.
9 SI should provide replication solution that support across heterogeneous
storage arrays from different storage OEMs
10 SAN Storage Disk System for DR site
11 SI should design the SAN storage to meet the desired performance and
optimum industry best practices configuration using different RAID
configurations
12 SI should provision adequate raw disk capacity based on the proposed
solution and its sizing considerations. The same should also include RAID and
other overhead considerations.
13 The SAN storage should be sized considering a 40% free raw disk capacity
over and above the capacity sized by SI.
14 The storage should be populated with adequate number of disks based on the
size estimated above.

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# Storage Infrastructure - Objectives and Requirements

15 The raw disk capacity of the storage array proposed should be scalable in
future up to a minimum of twice the proposed capacity. For example, if the
sized capacity is X TB, the proposed capacity should be 1.4X (including 40%
free raw disk capacity over and above the capacity sized). The raw disk
capacity should be scalable up to 2.8X.
16 The storage system should offer exhaustive support for all industry leading
cluster systems.
17 The storage system should support heterogeneous multi-host connectivity.
The system should facilitate connectivity to various flavours of Operating
Systems (OS).
18 The storage system should be configured with adequate number of minimum
8 Gbps (per controller) FC host ports so that adequate throughput is available
to the connected servers.
19 The storage system should provide for minimum Dual AC input and redundant
and hot swappable components including, but not limited to, Disks, Power
supply, etc.
20 The storage system should be compatible with the proposed replication
software.
21 Storage Architecture
22 SI should propose single storage array system with No Single Point of Failure
(SPOF).
23 The storage system should provide end-to-end Fibre technology with a
minimum of full-duplex 8 Gbps end-to-end bandwidth from front-end port to
disk.
24 Disks and Disk Controllers
25 SI should propose dual ported Fibre Channel disks with capability for
minimum full-duplex 8 Gbps through and through bandwidth. SI should
provision disks with 146 GB capacity, of 15000 rpm.
26 The disk array should have minimum of 5% of global hot spare disks. The
global hot spare disks should be automatically configurable without any kind
of interruption.
27 The storage array should support hardware based RAID controllers with RAID
level configurations.
28 The storage system should provide capability for storage expansion in order
to facilitate volume enhancement without downtime.
29 SI should ensure that all the components such as controllers, fibre loops, etc.
are populated and configured such that the performance of the disk array is
optimized and the disks are load balanced across multiple controllers.

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# Storage Infrastructure - Objectives and Requirements

30 SI should undertake I/O tuning of the disk array so that the database related
performance is optimized.
31 Cache
32 SI should provision for minimum of 4 GB cache so as to provide the requisite
system performance
33 The cache should have adequate memory protection in order to ensure no
data loss in case of any faults. The cache in the storage disk array should
have facility for data protection in case of power failure.
34 SI should provide necessary fiber cabling for the SAN. All necessary patches /
connectors should also be provisioned.
35 Tape Library
36 SI should provision tape library as a backup device for copying the data on to
a removable media.
37 SI should size the tape library based on estimated data size and considering a
full backup window of 4 hours. The number of tape drives should be sized
accordingly.
38 The tape library should be populated with native Fibre channel LTO Gen 5 or
latest LTO drives interface. The tape library should be scalable to 2 times the
number of tapes drives that are provisioned.
39 The tape library should have the capability for automatic self-discovery of
tape drives
40 The tape library should include a bar-code reader to enable managing the
inventory of tape cartridges. The bar code reader should integrate with the
media management software proposed.
41 The tape library should have adequate media slots. The tape library should be
scalable to 2 times the proposed number of media slots.
42 The disk array should provide for minimum Dual AC input.
43 SI should provision for adequate number of native minimum full-duplex 4
Gbps Fiber Channel ports in the tape library so as to stream data for full-
utilization of all the tape drives.
44 The tape library should have capability to backup data from multiple hosts
running various flavors of OS.
45 Tape Media / Accessories: SI should estimate the requirements of the tape
and labels independently and provision adequate media for the period till the
end of the contract.

5. Requirements for SAN controller

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# Item Requirement

1 Controllers The proposed SAN array shall be configured with dual

Active-Active controllers for redundancy with
dedicated cache mirroring interface between
controllers
2 Front-End & Back- The proposed SAN array shall be configured with
End Ports minimum 4x8 Gb/s FC front end host ports, & 8 x
8Gb/s FC Back end ports spread across dual
controllers.
3 Cache & Cache The proposed SAN array shall be configured with at
backup least 32 GB total usable read / write cache for data,
across dual controllers. Cache shall be mirrored
between the controllers.
4 Offered Capacity The proposed SAN array shall be configured with
minimum 12 TB using 300 GB or more and 15k rpm
dual ported FC/SAS drives.
SAN storage with various combination of RAID
configuration
5 Maximum Scalability The storage system should be scalable up to minimum
300TB of RAW capacity using fiber channel/SAS disk
drives.
6 Disk IOPS The array should be configured to deliver at least
10000 disk IOPS at less than 10 milliseconds
response.
SI should enclose OEM certification for the given
performance for proposed configuration supported
with published benchmark document.
7 RAID Levels The Proposed SAN Array should support RAID Levels
1 or 10, 5 or 6
8 Snapshots & Volume Offered Storage must include snapshots & volume
Clones clones licenses

6. Requirements for SAN Switch

# Item Requirement

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# Item Requirement

1 Architecture Switch Should have Completely Non-Blocking

Architecture
2 Fabric Bandwidth Switch Should have minimum 680 Gb/s Fabric
Bandwidth
3 Port Speed Ports should be configured with atleast 8 Gb/s
FC SFPs and should auto-negotiate to 2/4 Gbps
speeds
4 QoS Switch Should support Quality of Services

5 ISL Trunking Switch Should include ISL Trunking / link

aggregation upto minimum 64Gb/s
6 Power Supply and Fans Switch Should be Configured with redundant
Power Supplies and Fans
7 Number of Ports 24 ports

8 Form Factor Rack Mount

7. Requirement of Edge Router

# Item Requirement Description

1 Architecture Modular chassis

19’’ rack mountable
Should support IP, MPLS etc.
The modules, Cards, Power supply should have hot
swappable functionality
Power supply for 230 V AC 50 Hz with Redundant power
supply
2 High Availability VRRP/HSRP
requirements High Mean Time between Failure values should be
available to ensure long life of router hardware.
The router should be capable of booting from a remote
node or external flash memory, where the router image is
present.
The Router should have redundant power supply

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# Item Requirement Description

3 Miscellaneous Sufficient RAM must be available for proper router

requirements operation to keep IGP and EGP routes.
Extensive debugging capabilities to assist in hardware
problem resolution.
4 Interface module 2 X 2 Mbps serial ports
support 4 X 10/100 baseTX fast ethernet routed interfaces
All the Serial Ports should be Flex-Configured for RS-
232/V.35 interfaces.
Shall be able to support variety of other interfaces.
5 Performance The router should have a minimum of 400 or more kpps
requirement throughput.
6 Software Should support the standard routing protocols with QOS.
requirements
7 Functional NAT, PAT
requirements
8 IP Routing Static
protocols RIPv1, RIPv2, RIPng
OSPF v2 and v3
BGP, IS-IS,
Policy Routing
9 Protocols - PPP, Multilink PPP
- Load Balancing Protocol
- IPv4, IPv6
- MPLS L2 & L3
- VRRP / HSRP
- Shall support IPv6 features: DHCPv6, IPv6 QoS,
IPv6 Multicast support, Bidirectional PIM, Multicast
VPN, PIM SSM (Source Specific Multicast), IPv6
PIMv2 Sparse Mode, IPv6 PIMv2 Source-Specific
Multicast
- MPLS Features: MPLS VPN, MPLS (mVPN
(Multicast VPN), VRF-Aware Services (NAT, FW,
IPsec, Syslog), Carrier Supporting Carrier (CsC),
DiffServ Tunnel Modes, MPLS TE, DiffServ-Aware
TE, Inter-AS VPNs
10 Multicasting and PQ, cRTP, LFI, WRED, IGMPv1&v2, PIM-SM, PIM-DM or
QoS MOSPF

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# Item Requirement Description

11 Accounting Network Time Protocol.

Packet & Byte Counts.
Start Time Stamp & End Time Stamps.
Input & Output interface ports.
Type of service, TCP Flags & Protocol.
Source & Destination IP addresses.
Source & Destination TCP/UDP Addresses
12 Security Support for Standard Access Lists and
Extended Access Lists to provide supervision and control.
Controlled SNMP Access.
Control SNMP access through the use of
SNMP with authentication.
Multiple Privilege Levels.
Support for Remote Authentication Dial-In
User Service (RADIUS) and AAA.
13 Others Ethernet Interface of the Router should support 802.1Q
Support for additional Ethernet Interface card
Should have automatic route optimization and load
distribution over multiple service provider networks.
14 Management Telnet and SSH
SNMP
Shall have Console port for local management.
Configuration replacement and roll back functionality
Preplanned reboot

8. Requirement of Switch

# Item Requirement

1 Core Switch Chassis based Architecture, with minimum 5 payload slots

for switching and one slot should be free for future
expansion.
2 Should have 500 Gbps switch fabric or higher.
3 Packet forwarding rate for 64-byte packets required at
least 210 million packets per second forwarding rate at

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# Item Requirement

Layer 2, 3

4 The Switch should have the following interfaces from Day

1:
5 The Switch should have the following interfaces /ports
from Day 1:
6 20 x 10/100/1000 BaseTx interfaces
7 8 x 10Gbps interfaces SFP ports (LR 4 ports (Upto 10kms)
& SR 20 Ports)
8 There should not be any service degradation due to failure
of power supply or CPU.
9 Redundant power supplies, fan and CPU from day 1. The
Switch should be able to take redundant switching
fabric/CPU with similar feature and Capacity.
10 Hot swappable chassis Components such as power supply
and interface modules
11 Support for 2000 Active VLANs.
12 Layer 3 features, VRRP or equivalent to create redundant,
Static IP routing, RIPv1&2, OSPF.
13 Standard and extended ACLs on all ports
14 Should support 802.1x user authentication
15 Should have support for Ipv6
16 CoS: Should support port-based COS assignment and CoS
trust
17 Queue per port: Should have minimum 8 hardware queues
per port
18 Mac address table size of 50,000 entries and Routing
entries capacity of 256,000 on the CPU.
19 Layer 2 Layer 2 switch ports and VLAN trunks
Features IEEE 802.1Q VLAN encapsulation
Support for at least 4000 VLANs.
802.1s
802.1w
Port trunking capability.
Port mirroring capability

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# Item Requirement

20 Layer 3 VRRP/HSRP
Features Static IP routing
IP routing protocols
Open Shortest Path First
Routing Information Protocol
IP Version 6 support.

9. Requirements of ETIM

# Description Specification
I CPU Performance
1 CPU Frequency At least 1GHz
2 Operating System Linux
II Memory
A RAM
1 Type DDR or better
2 Size At least 128MB
B Flash
1 Type NAND Flash
2 Size At least 512 MB
3 Expansion Slot Micro SD / Mini SD
III Display
1 Type Color
2 Size At least 3.2 Inch
3 Resolution At least 240*320
IV Keypad
1 Alphanumeric keys Built-in
2 Navigation Keys Built-in
3 Backlit Keyboard Built-in
4 No. of keys At least 20
V Printer
1 Type Thermal
2 Width At least 57mm

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# Description Specification
VI Interface
1 Serial Port Built-in
2 USB Built-in
VII RFID Smart Card
1 MIFARE (A/B type) Built-in
2 SAM Slot (ISO 7816) Built-in (At least 2)
VIII Communication Interface
1 GSM Built-in
2 GPRS Built-in
IX Power
1 Battery Type Rechargeable
2 Capacity At least 2000mAh
X Paper length At least 30mm Diameter

8 Operational Requirements

Operational Requirements of Helpdesk

S.NO. Requirement
1 All complaints received from the Complainant would be dealt with in a
manner that is effective, complete, and fair to all parties. Furthermore,
Grievance information would be openly communicated while protecting
confidentiality and personal privacy.
2 Upon receiving a complaint from a Complainant, a Unique Case ID would
be generated and would be utilized by all concerned to track / update
the status of the complaint till its closure
3 There shall be levels of hierarchy defined for complaint redressal
system. These levels shall handle complaints in accordance to: the
category of complaint, criticality to business, time elapsed after the
initial logging, and escalation.
4 Processing Agents (L0) would be the first to analyze a complaint and
would decide if it is ‘Grievance’ or ‘Bug’ or ‘Logical Error’. If the
Processing Agent is unable to categorize a complaint in either of these 3
categories then it would be automatically escalated to the next level in
the hierarchy of the complaint redressal system.

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S.NO. Requirement
5 If the Processing Agent is able to redress the complaint, then the
solution would be offered to the Complainant (via e-Mail / Helpdesk /
Portal) and if the same is acceptable, the complaint would be closed.
Else it will be escalated to the next level of the hierarchy of the
complaint redressal system.
6 All complaints (unresolved Grievances / Bugs or Logical Errors) that
have been escalated would be further analyzed and if required, more
details would be sought from the Complainant via e-Mail / Helpdesk /
Portal.
7 If the Complaint Redressal System is able to provide solution to these
escalated Complaints, the same would be communicated to the
Complainant and if it is acceptable, the complaint would be closed.
Alternatively, if the solution is unacceptable to Complainant, complaint
would be escalated to MSRTC IT division for final decision.
8 All complaints which have been escalated to MSRTC IT division would be
discussed on periodic basis and the final decisions regarding them would
be communicated to the concerned Complainant via e-Mail / Helpdesk /
Portal

9 Responsibility Matrix

The Implementation is expected to be completed within 12 months from the date

of selection of the system Integrator. The following responsibility matrix depicts
the broad aspects of the implementation model:

Responsibility(R)/ Ownership (O)

# Aspect
Bidder MSRTC
Implementation, deployment and
1 (R)
operation of the project
2 Testing of application modules (R)
Procurement and setup of the server
3 (R) (O)
side infrastructure

4 Procurement of client end hardware, (R) (O)

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software and LAN

Procurement of Data Centre and DRC

5 (R) (O)
services and facilities
Ownership of all IT infrastructure,
6 application, system software and all (O)
related components
Audit & Certification of the application
7 (R) (O)
prior to go-live
8 Program Governance (R) (R)

10 Existing state details

The existing ticketing solution blueprint currently operational at MSRTC consists of

two main systems. These are Electronic Ticket Issuing Machine (‘ETIM’) System and
Online Reservation System (‘ORS’) which includes system for smart card issuance.
The key components within the systems have been described below:

Online Reservation System (ORS)

Purpose Interface to enable reservation of bus seats across
various MSRTC routes from anywhere and anytime.
Type of System Centralized, Web-based, Client-Server
Key Modules  Booking Office ORS (Online Reservation System):
This module is used by the booking clerks at the
depots/ bus stations for the booking of tickets for
various routes and services
 Public ORS (PORS): This is a web based
reservation portal for the passengers to access
information and book tickets. The bookings
through this module close two hours prior to the
beginning of the journey.
 Multiple ORS (MPORS): This is used by Authorized
booking agents to book tickets for passengers. It
is the ORS module with a separate login for such

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Online Reservation System (ORS)

agents.
Key users Booking Office Clerks
MSRTC Staff – Depot Manager, depot controller, depot
accountant
Passengers
Authorized Booking Agents (ABA)
Technology Client side: PHP
Server side: Python
Operating System: Linux
Database: MySQL
Location(s) where Data Centre at IT Centre at Mumbai Central, Mumbai
deployed
Operational since May, 2009

Online Reservation System (ORS)

Purpose Interface to enable reservation of bus seats across
various MSRTC routes from anywhere and anytime.
Type of System Centralized, Web-based, Client-Server
Key Modules  Booking Office ORS (Online Reservation System):
This module is used by the booking clerks at the
depots/ bus stations for the booking of tickets for
various routes and services
 Public ORS (PORS): This is a web based
reservation portal for the passengers to access
information and book tickets. The bookings
through this module close two hours prior to the
beginning of the journey.
 Multiple ORS (MPORS): This is used by Authorized
booking agents to book tickets for passengers. It
is the ORS module with a separate login for such
agents.
Key users Booking Office Clerks
MSRTC Staff – Depot Manager, depot controller, depot
accountant
Passengers
Authorized Booking Agents (ABA)
Technology Client side: PHP
Server side: Python

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Online Reservation System (ORS)

Operating System: Linux
Database: MySQL
Location(s) where Data Centre at IT Centre at Mumbai Central, Mumbai
deployed
Operational since May, 2009

Electronic Ticket Issuing Machine (ETIM) System

Purpose Interface to configure ETIM and collect data from ETIM
device to depot system and interface with the central
system
Type of System Distributed, Desktop-based, client-server
Key Modules ETIM Backend Software
Key users Depot Managers, Assistant Traffic Superintendent,
Accountants, Cashier, Traffic Inspector, Clerks
Technology Software Platform: PHP
Operating System: Linux
Database: MySQL
Location(s) where All MSRTC bus depots
deployed
Operational since July, 2009

Electronic Ticket Issuing Machine (ETIM) Device

Purpose Issuance of tickets by conductors to passengers
Type of System Handheld device
Key Modules Ticket Issuance, access
Key users Conductors and Line Checking Staff
Technology Proprietary OS
Location(s) where All MSRTC bus depots
deployed
Operational since July, 2009

Smart Card System

Purpose Interface to enable issuance of smart card through
MSRTC bus depots.

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Smart Card System

The smart cards are issued as passes (short term or long
term) to the passengers from the depots and are only
read and captured by the ETIM machines
Type of System Handheld Device
Modules Smart Card Issuance
Key users Booking office clerks
Technology Client side: PHP
Server side: Python
Operating System: Linux
Database: MySQL
Location(s) where Data Centre at IT Centre at Mumbai Central, Mumbai
deployed
Operational since December, 2011

10.1 System deployment details

Description about the various components and links is as given below:

# Link from Link from Type of Link
1 Data Center, Disaster recovery, Pune Point to Point 2 Mbps
Mumbai Head Regional Office Primary with fallback
Office
2 Regional Data Centre Over Internet
offices 4 Mbps primary link with 2 Mbps
fallback line
3 Divisional Data Centre Over Internet
Office 4 Mbps primary link with 2 Mbps
fallback line
4 Depots Data Centre Over Internet
4 Mbps primary link with 2 Mbps
fallback line
5 Bus stands Depots Over Internet
4 Mbps primary link with 2 Mbps
fallback line

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ETIM and ORS for Depot / bus stands adjacent to Depots

Machines within the depot / bus stations accessing the ORS, ETIM server and ETIM
client machines are connected to a switch which is in turn connected to a router
connected to internet through a MTNL / BSNL ADSL line with a 3G data card being
used as fall back connectivity option.

ETIM and ORS for bus stations not adjacent to depots

Machines at bus stations not adjacent to depots have ORS machines that are
connected to a switch which is in turn connected to a router connected to internet
through a MTNL / BSNL ADSL line with a 3G data card being used as fall back
connectivity option.

DR center
The IT centre for Data recovery is situated in Pune regional office and is connected
to the Data Centre at Mumbai using a primary and a secondary link both of 2Mbps
each. It has 7 servers, which are connected to a firewall through a switch. The
firewall is connected to a router which in turn is connected to internet.

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