Municipal Corporation of Greater Mumbai

Office of Director (IT),

Information Technology Department, Municipal Corporation of Greater Mumbai,

Basement, Extension Building,

Municipal Head office,

Mahapalika Marg, Fort, Mumbai – 400 001

Tender for- “Selection of Service Provider for Post Implementation Support of SAP Services at
MCGM” for Three Years.

1) Pre-Qualification Criteria
2) Scope of Work
3) Technical Qualification Criteria
4) Bill of Quantity (BoQ)
5) Service Level Agreement
6) Disclaimer

For Your Feedback you can mail us at Mail to: [email protected] with subject as “Selection of
Service Provider for Post Implementation Support of SAP Services at MCGM”.

Note: - The end date of feedback is up to 15/06/2017. Please Read Disclaimer Section.
 1. Pre-Qualification Criteria:

# Qualification Criteria Documentary Evidence

1 The Bidder should be registered under the Copy of Certificate of Incorporation signed by
Companies Act, 1956, and 2013 or LLP with Authorized Signatory of the Bidder.
registered offices in India, as on 31st April
2016.
2 The Bidder should have an average annual Audited Profit &Loss Statements for last three
turnover of Rs. 75Cr from IT/ITES Services financial years (2015-16, 2014-15,2013-14)from
Business which includes software the certified chartered accountant
development, customization, implementation
and post implementation support during last
three financial years (2015-16, 2014-15,2013-
14)
3 The Bidder should have positive net worth Certificate from the chartered accountant clearly
(measured as paid-up capital plus free stating the net worth.
reserves) for last three audited financial years
(2015-16, 2014-15,2013-14)
4 The bidder must have at least 200 employees Certificate from HR head of bidder
on its payroll at the time of Bidding
performing software design/ development/
testing / maintenance activities
5 Bidder should have ISO 27001 Certification or Copy of the Valid Certificate(s) signed and
CMMI Level 3 or Above certification stamped by the Authorized Signatory of the
Bidder.
6 The bidder should have at least 25 SAP Certificate from HR head of bidder with names of
certified resources on its payroll as on the employees.
bidding date.
7 The Bidder should have substantially Copy of Work Order & Work Completion
completed projects with combined total order certificate of the project from the client.
value of INR 50 Cr(excluding cost of supply of In case of an ongoing project, the value of work
licenses& hardware)in last 10 years as on completed for must be at least 50% and bidder
submission of bid date. Each Project should must have a value completion certificate from the
include at least one of the following 3 points: respective client for the same.
i.Development, customization and
Commissioning of proposed SAP ERP package
 ii. Operations and maintenance of SAP ERP
Application
iii. Capacity building and handholding for SAP
ERP application.
The Project should include SAP - FICO, MM,
and HR components
8 The Bidder should have executed at least one Copy of Work Order & Work Completion
project (Software Development and/or certificate of the project from the client.
Software Post Implementation Support), with In case of an ongoing project, the percentage of
a value of Rs. 5 Cr as on date of submission, in work completed for must be at least 50% and
/ Urban Local Bodies / Government bidder must have a percentage completion
Departments / Public Sector Companies in certificate from the respective client for the same.
India/Globally As on Date of submission
9 The bidder should not have been blacklisted by Declaration letter by bidder as per format given in
Central Government or any State Government the Bid Document
organization / department in India at the time
of submission of the Bid
10 The Bidder should have valid documentary Copy of Sales Tax/VAT registration number/
proof of Sales Tax/VAT registration number/ Service Tax/ GST registration number.
Service Tax / GST registration number.
11 The Bidder should have valid Income Tax Provide documentary proof of Income Tax returns
returns for the last three assessment years (i.e. for the last three assessment years. Provide copy of
2015-16, 2014-15, 2013-14) and the Bidder PAN card
(not individual) should have a PAN Card
12 The Bidder should possess valid registration Valid E.P.F. registration certificates.
certificate under E.P.F. & M.P, Act 1952, ESIC OR NOC from respective organization
OR Self Declaration on Stamp Paper.
 2. Scope of Work
The purpose of this RFP is to secure a qualified SERVICE PROVIDER who can provide and implement the
scope of work within this RFP to address requirements for “Services for Post Implementation Support of
SAP Systems at MCGM“. The contract is for an initial three (3) year period with an option to extend as per
need of MCGM.
It should be noted that the SERVICE PROVIDER shall also take on the responsibility of completing the
delivery of some development work that is still outstanding from the incumbent service provider as of the
commencement date. This should be factored into any transition planning.
The SERVICE PROVIDER must ensure that the supported Application Software remain within the
requirements for maintaining manufacturer support. Additionally, the Service Provider shall ensure all
newly developed Application Software is in compliant with all applicable regulatory requirements, and
with MCGM quality standards including MCGM IT policies.
Note: All newly developed application software developed by the Service Provider should be CERT-IN
audited from some empaneled agency or the newly developed application software should be STQC
certified.
2.1 Services Requirement
SERVICE PROVIDER should propose and provide the following services:
 Propose proper transition methodology from the existing support partner.
 Propose issue/ticket tracking methodology and the tool to be developed for measuring the SLA
parameter during the contract period.
 Propose methodology to reduce dependency on Primary (Field support staff) personnel and there
by reaching optimal Primary Support team size over the period of contract.
 Propose governance model to engage the stakeholders effectively.
 Any other value addition that can be provided as support partner.
 Business process study methodology for each department for any development / modification or
change request.
The SERVICE PROVIDER will create an environment that, in and of itself, fosters the creation of
recommendations that will have a positive impact on MCGM Services. The Service Provider will make
recommendations to improve productivity, Service Levels and Key Performance Indicators, achieve
savings, and reduce complexities in processes.
 2.2 Transition Plan
The SERVICE PROVIDER is also responsible for providing and executing a transition plan which transitions
the services from the current Application Maintenance Services provider to the its proposed team, and
the SERVICE PROVIDER services to the MCGM over a period of 2 months.
The Service Provider should provide the MCGM with a credible transition plan – which transitions from
the existing service provider to the Service Provider, and the Service Provider Services to the MCGM. The
proposed transition plan should include:
 the activities that will be undertaken by the Service Provider to gain the capability to provide the
required level of service;
 training plans for Service Provider’s staff;
 support required from the MCGM and/or the incumbent vendor to enable the transition plan;
 the cost of the transition plan;
 a contingency plan, and the anticipated costs

2.3 Application Maintenance and Support Services

The Service Provider is expected to deploy a secondary support team, which is responsible for day to day
maintenance of the existing SAP implementation based on the need of the user department .Application
Maintenance and Support Services consists of those activities undertaken by the Service Provider during
the provision of Services for Application Enhancements, Maintenance and Support within the applications
environment.
The Service Provider will be required to perform the following Application Maintenance activities:
 Bug fixing
 Updating application for patches released by OEM responsible for technology stack
 Version up gradation as deemed necessary by MCGM
 Application log purging;
 Application log analysis;
 Application performance monitoring using some application performance monitoring tool and
performance tuning;
 Application data analysis and migrations between environments;
 Application configuration changes in all environments; and
 Application security and access related activities.
Note: In addition to above listed all the activities , the Service Provider need to perform all the SAP related
activities assigned by MCGM authorities.
The Application Maintenance description of services addresses the overall control and coordination of the
SERVICE PROVIDERSs provided Services, and the MCGM and SERVICE PROVIDER responsibilities to the
relationship, as defined in the responsibility matrix set forth in Annexure VI – Responsibilities Matrix.
Application Maintenance and Support services will focus on the service delivery with respect to Incident,
Problem and Change Management, Service Request management, and minor enhancement related
activities. The SERVICE PROVIDERs proposed solution should deliver these application maintenance and
support services with the following delivery services:
 Resource Allocation and Activity Forecasting/Planning for maintenance activities;
 Planning and executing of application maintenance backlogs;
 Scheduling and monitoring of application support rotations;
 Delivery quality assurance activities for all maintenance and project releases;
 Be able to accept and consume business requirements, as documented by the MCGM
Departments business analysts, and convert those requirements into the appropriate
functional/non-functional requirements, development estimates, etc.;
 Intake project requests and provide appropriate estimates; and
 Introduce best practices within application maintenance and support
Application Maintenance and Support will be delivered by a predetermined resource pool (otherwise
referred to as “baseline” maintenance staff) to be provided by the SERVICE PROVIDER.
Service Level Agreements and KPIs (Refer in draft Agreements) defines the following services SERVICE
PROVIDER are expected to provide. Applications Maintenance and Support will be limited to the in-scope
applications. This service includes:
 Primary Support for in-scope applications/modules (details of which are included in Annexure X)
 System and database maintenance;
 Enhancements and integration support;
 Data Center / Cloud Support ;
 Disaster Recovery / Cloud support;
 Change Management support;
 Configuration Management for development and test environment;
 Documentation
 Management and reporting
  One-time responsibilities for application/modules hand-over
The list of in-scope applications/modules/functionality may be amended, from time to time, over the
duration of the Contract, at the MCGM’s discretion. All Enhancements workload will be managed from
within the resources of the baseline maintenance staff, based on MCGM specified priorities. However,
the MCGM may at its discretion request the Service Provider to either adjust the size of its baseline
maintenance staff group, or acquire additional resources to accommodate specific enhancement
requests.
2.4 Responsibilities and Deliverables
The SERVICE PROVIDER will be required to document and maintain all solution design documentation for
the in-scope business systems.
The SERVICE PROVIDER will be required to ensure that all proposed application designs/solutions are
evaluated against the current MCGM infrastructure standards to minimize complexity and future
maintenance and support requirements for all in-scope business systems.
The SERVICE PROVIDER will be required to design solutions that are implementable with minimum
disruptive impact to external and internal business and technical environments.
The SERVICE PROVIDER is expected to plan and maintain for business continuity for the applications.
The SERVICE PROVIDER shall be responsible for providing system documentation including specifications,
code, test scripts, test data and test results for all in-scope business systems and that the documents
follow the MCGM document standards. Copies of these documents are will also kept in the MCGM
standard software repository.
The SERVICE PROVIDER will work as per the responsibilities outlined in – Responsibility Matrix, for the
creation of all documentation for the Application Development/Configuration Services.
The documents should have proper versioning and update record log from time to time when changes
are made. The following documents are the minimum requirements:
 System Requirement Specifications and Solution Design Document for any new development.
 Traceability Matrix document
 Communication Plan listing all stakeholders in the project, defining their roles and responsibilities
 All Architecture documents, Design documents and, testing and deployment manuals, non-
functional requirements etc.
 Quality Assurance Plan (not methodology) stating the planned actions to ensure satisfactory
delivery conforming to functional and technical requirements of system
  Interface Control Document, documenting the interface characteristics of one or more systems
and any previously documented information together with any agreements between interface
owners.
 Test Plan containing information on the software test environment to be used for independent
testing, the test cases to be performed, and the overall testing schedule. This includes, schedule,
resources, tools, procedures, environment definition, test cases, and software test results
 Operations Manual providing instructions for installing the application, troubleshooting,
interpreting message logs, and FAQs (Frequently Asked Questions)
 User Manual (online or downloadable content) providing detailed instructions in the form of a
narrative on how to use the software. In addition, it shall describe how to access, submit inputs
to, and interpret outputs from the application
 A data dictionary listing out all the data elements shall be prepared
 Minutes of Meeting, Agenda, Proceedings and tracking of decisions during the entire maintenance
period
 All the documents including, but not limited to the above shall be submitted to relevant
department for sign-off . The format of sign off form will be decided mutually. Also it will be the
responsibility of service provider to get the sign off from concerned department.
The SERVICE PROVIDER will work as per the responsibilities outlined in Responsibility Matrix, for the
creation of all documentation for the Application Maintenance Services.
The services to be procured under this RFP is broadly divided in 2 categories
1. Application Support (Primary Support Staff)
2. Application Enhancements (Secondary Support staff)

2.5 Rationalization of Team Structure

Primary (Field support staff) Support Team structure does not need to be an exact replica of the MCGM’s
organization‘s team structure. Instead, it is beneficial to have the support teams based on the SAP module
and the business process flow in the customer‘s organization, users for each module, no. of historical
tickets logged for each module and transactions per day for each module. For example, some customers
(particularly in the government) have Purchasing and Logistics-related activities as two separate teams. If
the exact team structure for the support team is copied, it would require SAP MM consultants in both
teams. In this case, it is wise to combine both teams and have a single team with the MM consultant who
had knowledge transfer from both teams. All Finance-related teams like Purchasing, Logistics, Controlling,
Sales and Distribution can be covered under one common head.
For non-core modules, where the tickets are generally fewer, particularly in the government bodies, must
be given additional responsibility. PM consultants can also act as team leads, take on other responsibilities
like audit coordinator or get involved in other core modules like Production Planning or Materials
Management.
There are a few SAP modules where fewer tickets are generated. Therefore, SERVICE PROVIDER should
identify these consultants for cross-module training expertise at the early stages for better utilization of
Primary Support Staff.
2.6 Primary Team Responsibilities
MCGM is visioning a mixed central and onsite support model where it aims to reduce any onsite support
requirement .
MCGM expects the SERVICE PROVIDER to take over the complete support and maintenance of the SAP
support from the existing service provider.
It is the responsibility of the Service Provider to:
 Monitor SAP applications on a day-to-day basis to ensure that it functions reliably.
 Monitor SAP application to ensure that the application does not suspend, hang etc.
 Monitor components, including but not limited to, Application servers, Web Servers, Middleware
and other Servers on an ongoing basis to ensure smooth functioning of the applications.
 The SERVICE PROVIDER shall ensure compliance to uptime and performance requirements of
solution as indicated in the SLA and any major changes to the software shall be planned
accordingly by the Service Provider for ensuring the SLA requirements.
 Ensure the accuracy and timeliness of data uploaded as received.
 Resolve and report the data discrepancies to the designated Department personnel.
The Service Provider shall submit a document on the performance of the application against the desired
SLA (system generated data to monitor SLAs) on a Monthly basis or as and when required by MCGM.
The support service includes but not limited to
 Configuration Changes
 Troubleshooting errors
 Data Archiving
 System Monitoring
 Master Data Uploads
  Template Roll-outs
 Testing
 Handholding for new modules
 Creation of user manuals
 Creation of interactive training material
 Implemented System trainings
The services to be provided by the decentralized field support are:
Sr. No. Services
1 Supporting the users for day to day operations performed through SAP system
2 Answering user queries on the functionality of implemented system
3 Coordinating with the core / secondary support team in case the issue requires additional or specialized support
4 Supporting all SAP modules field offices of MCGM
5 Reporting of various issues, difficulties faced by end users of SAP in the field to IT Department along with
resolution/corrective measure for the issues
6 Suggesting enhancements in functioning of SAP modules with adequate justification for the change and
approval of the stake holders.
7 Assisting the user in call logging for queries / services / complaints in case they cannot be resolved by field
support staff (Trouble Ticketing) (call logging will be through solution manager of SAP system / or any other
system).(calls may pertain to software / applications bugs , enhancement, hand holding support, training etc)
8 Call routing to respective expert of a module of SAP and resolution of the complaint by the expert either
through telephone / mobile or email or by taking control of remote desktop of the user and carrying out the
complaint redressal which the user will be able to watch while being resolved by the Primary Support person.
9 Service Provider shall provide Incident Management services as per ITIL / ISO 20000 processes
10 Service Provider shall keep data centre management team of MCGM for SAP system informed about the
progress by contacting the MCGM administration / management at regular intervals. Problems shall be classified
into various levels of priority mentioned in the SLA. The assigned priority for each problem shall be dependent
upon:
(i) The extent of the problem’s impact on the usability of the system
(ii) The percentage of SAP system users affected by the system
11 Any other field support service not listed above but required for smooth functioning of implemented module of
SAP system

The Service Provider is expected to generate and maintain 1 single system for all tickets (support /
maintenance / bugs / enhancements).
 2.7 Primary Team Support Functioning
The SERVICE PROVIDER would setup a team with adequate executives from half hour before and half hour
after the department’s official working hours.
Field Support Team: Field Support Team plays a critical role in the identification of repeat service requests
which becomes an input into the continuous improvement process and updating of Knowledge Base. All
activity will initiate direct interaction with the initiating business user and/or other IT resolver groups until
completion.
2.8 Roles and Responsibilities
The SERVICE PROVIDER will depute staff who will be contactable via phone and mail to provide assistance
to the Users and address their queries and concerns. This assistance will be provided during the Service
Hours as per the location classification and responsibility matrix, which will be covered in the Operations
Manual to be provided by SERVICE PROVIDER and duly approved by Department.
During all other hours, users can leave their message via email. The requests received on email after
MCGM working hours will be taken during the next working day.
A proper escalation procedure, as mentioned in the duly approved Operational Manual, will be followed
if the problem cannot be resolved. Shared resources of operational and technical support group will
provide this service at all locations. The Primary Support service will serve as a single point of contact for
all incidents and service requests. The service provider will provide a Single Point of Contact (SPOC) and
also escalation / closure of incidents for the user departments. The Primary Support services would be for
Infrastructure Facility Management and Application support across all offices of Department.
SERVICE PROVIDER is expected to also deploy a remote desktop management tool to reduce the site visits
for problem management and effective issue resolution for the department employees.
The activities shall include:
1. Provide Primary Support facility during agreed service period window for reporting user
department incidents / issues / problems with the IT infrastructure & Application related issues
2. Provide necessary channels for reporting issues to the Primary Support. The incident reporting
channels should be the following:
 Specific E-Mail account
 Telephone
 Online Ticket Management Tool
 3. Implement a call logging system in line with the severity levels as per the SLAs. Primary Support
Staff shall log user and assign an incident/ call ID number. Severity shall be assigned to each call
as per the SLAs.
4. Creation of knowledge base on frequently asked questions to assist users in resolving basic issues
themselves
5. Track each ticket / incident / call tillthe problem is not resolved.
6. Analyze the call statistics
7. Creation of knowledge base on frequently asked questions to aid users.
8. Continuous monitoring of the physical as well as the IT infrastructure at the DC, Department
offices to ensure application availability as per agreed SLAs.
9. Escalate the calls, to the appropriate levels, if necessary as per the escalation matrix agreed
between the SERVICE PROVIDER and the user department. The escalation matrix shall be
developed by the SERVICE PROVIDER in discussion with Department.
10. Analyze the incident / call statistics and provide monthly reports including but not limited to:
 Type of incidents / calls logged
 Incidents / calls resolved
 Incidents / calls open
11. Root Cause analysis For frequently occurring incidents
12. The SERVICE PROVIDER shall provide primary Support facility during the working hours for
reporting issues / problems. The SERVICE PROVIDERshall provide a Primary Support facility and
set up all necessary channels for reporting issues to Primary Support.
13. Initiate a “Problem Management Record” or “PMR” to document service outages using a Problem
Management System as stated in the approved Operational Manual.
14. Update concerned Authority of Department with complete and accurate system status.
15. Notify Department’s designated personnel about systems failures, or an emergency, according
to the Operational Documentation.
16. Problem escalation in case of service levels not adhered to.
17. Provide detailed contact list of Primary Support staff to Department.
18. Arrange for on-site/off-site support for resolution of problem.
Apart from the Primary and Core team activities the SERVICE PROVIDER will also be responsible for the
following.
 Functional Audit Support (half yearly)
  Technical System Audit Support (half yearly)
 Year End Closing Support
Department will:
 Provide the contact list of all Department’s personnel who will be intimated for the problem
determination assistance and escalation and ensure their availability.
 Ensure that the users are aware of the Primary Support Services and its functions.
 Assist SERVICE PROVIDER in resolving performance issues of third party vendors, if so
required.
2.9 Ticketing Tool
It will be responsibility of the SERVICE PROVIDER to ensure and put in place a process for ensuring that
each ticket is logged by the users themselves and with adequate self-explanatory information on type of
support/issue. Similarly at each stage of resolution the ticket should be updated with the
resolution/resolution procedure/status in self-explanatory language.
Currently SAP Solution Manager is being used as ticketing tool, however the SERVICE PROVIDER is free to
use SAP Solution Manager (post re-configuration) or any other tool that can be used to monitor (at no
extra cost to MCGM) the SLA defined by MCGM in the RFPs.
Note: It is mandatory for the SERVICE PROVIDER to use SAP Solution manager (Solman) or any other
system for Ticketing system. Once the Service Provider is on boarded, it would be its foremost task to
implement the tool for SLA monitoring purpose.
2.10. Core Team (Secondary Team)– Responsibilities
• RICEF (Reports, Interfaces, Conversions, Enhancements, Forms) Development, Workflows/UI
Programming, Performance Tuning, SAP and DB version upgrades, Patches, Kernel Upgrades, Integration
Testing, Roll-outs.
• All type of integration with third party (e.g. Email, SMS, Payment gateways etc.), up gradation (Detailed
is attached in Annexure XIII) as and when required is part and parcel of the Secondary resource team
scope.
2.11. Change Request Process
The service provider is expected to deploy a secondary support team, which is responsible for enhancing
and modifying the existing SAP implementation based on the needs of the user department. To begin with
the MCGM will earmark 50% time for the secondary support team for change request activities and
further review the time allocated for change request on a six month basis.
# Services
1 Change request due to changes in business process (Performing end to end processes to support change
request which include requirement gathering, requirement documentation, design development,
configuration, testing, facilitating user acceptance testing, training and deployment)
2 Change request for enhancement in SAP application (Performing end to end processes to support change
request which include requirement gathering, requirements documentation , design, development,
configuration, testing, facilitating user acceptance testing, training and deployment)

3 Preparation and updating of versions of Business Blue Prints of all modules of SAP implemented / to be
implemented at MCGM.
4 Preparation and updating of versions User manual of all modules of SAP system implemented / to be
implemented at MCGM.
5 Preparation and updating of versions Training Manuals of all modules of SAP system implemented / to be
implemented at MCGM.
6 Preparation and updating of versions System Installation / configuration Manuals of all modules of SAP
system including System Landscape etc. implemented / to be implemented at MCGM.
7 Creating integration touch points with various MCGM or external applications as required by MCGM.
8 Any other customisation / documentation services not listed above but required for smooth functioning of
implemented module of SAP system directed by MCGM.

The Change Request Management handles all the change requests, urgent or not, received from various
sources inside and outside the Application Maintenance Services process.
The submitted change requests are validated and logged, and then they will be assessed and submitted
for approval to the MCGM Change Control Board in a specified template. The change Control board will
determine the criticality of change request and the timeline for its implementation, which the Service
Provider need to follow. The SLA will be determined based on the compliance of implementation of
change request.
To better control urgent changes, though they may originate from a variety of sources inside and outside
the Application Maintenance Services team, change requests affecting the in-scope business systems shall
all be handled at a single entry point and will need to go through the defined processes that may be agreed
upon at the start of the contract. Bidders are free to propose emergency change request process in their
technical proposal.
2.12. Bug/Defect Management
Bugs or Fixes Management is an important activity and based on the severity level, it becomes highly
critical. As the parties involved are Users / functional team members of Department and Service Provider,
SLAs may not be directly defined. SERVICE PROVIDER commits involvement in resolution on ‘best of
efforts’ basis as per requirements. Following are the steps involved:
 Problem definition
 Context definition (through functional teams as per requirements)
 Request Analysis by SERVICE PROVIDER
 Priority Categorization
 Logging with concerned team and tracking to resolution
The SERVICE PROVIDER shall address all the errors/bugs/gaps in the functionality offered by the solution
(vis-à-vis the FRS) at no additional cost during the operations & maintenance. The SERVICE PROVIDER shall
identify and resolve application problems like system malfunctions, performance problems, data
corruption etc. due to which the solution is not able to give the desired performance
The SERVICE PROVIDER shall be responsible for the following:
 Updating all available patch/ updates to the solution.
 Providing handholding support to end users
 Ensuring proactive and timely support in identification and provision of solutions including
Support for resolution.
 Timely logging of Bugs/Problems
 Perform Defect fixes for the existing functionalities
 Major/ Minor enhancements against the delivered solutions
 Incorporate new requirement against the implemented solutions.
Maintain Documentation for the following:
 Functional and technical specification
 Configuration document update
 Test document
 Business Blue Print
 User Manual
2.13. BASIS Support
 Perform SAP Installation, Post installation, client administration, System Refresh and Post-Refresh
activities if required
 Perform parameter modification, Buffer, memory management, and performance tuning
 Perform SAP Database Administration – Space management, database reorganizations, and design
and implement backup and restore strategy.
 Maintain database security; administer database performance, database problem determination and
resolution, etc.
 Maintain the integrity of the SAP environment by managing the SAP Correction and Transport System
(CTS) to ensure all configuration and development objects are promoted properly
 Perform Role Creation, Modification and Full trouble shooting support for the users authorization
failures in all SAP applications and resolving the Security issues and support in integration testing of
Roles/Profiles.
 Preventive Maintenance activities - Support Pack/Plug-in implementations, Kernel upgrades, OSS
note applications and to apply support pack.
2.14. Change Request Project Management
The SERVICE PROVIDER will be required to create and maintain formal project schedules (Gantt charts)
for all Change Request Development projects with a forward looking forecast of future projects and
associated resource requirements.
The SERVICE PROVIDER will be required to coordinate and identify potential future resource constraints
based on the future looking project schedule.
The SERVICE PROVIDER will be required to provide formal project management oversight of the Service
Provider’s Change Request Development team and ensure that they deliver as per the defined project
schedules.
The SERVICE PROVIDER will work as per the responsibilities mentioned in the Bid document.
2.15. Change Request Development Reporting
The SERVICE PROVIDER will be required to report on all Change Request Development activities using
templates that will be mutually agreed to by the MCGM and SERVICE PROVIDER.
The SERVICE PROVIDER will work as per the responsibilities outlined in Responsibility Matrix, for reporting
activities for the Change Request Development Services.
2.16. Environment Management
SERVICE PROVIDER will be responsible for maintaining various environments as per the best SDLC
practices in the industry.
Development Environment
The SERVICE PROVIDER will be responsible for managing and maintaining the SAP development
environment at MCGM. Complete maintenance ownership of the development environment will reside
with the service provider. This environment will be used to address maintenance requests, change
requests and any new module implementation requests by MCGM.
Quality Environment
The SERVICE PROVIDER will be responsible for managing and maintaining the SAP testing environment at
MCGM. Complete ownership of the testing environment will reside with the service provider. This
environment will be used to test maintenance requests, change requests and any new module
implementation requests by MCGM.
Production Environment
SERVICE PROVIDER will be responsible for maintaining the Production environment as per the industry
standards and ensuring proper access controls and security procedures being followed.
2.17. Database Maintenance and Support
Database administration services from the SERVICE PROVIDER should include:
 Database software installation, configuration, upgrade and migration;
 Assist in Backup, recovery monitoring and periodic testing;
 Performance monitoring;
 Schema, Database and Table optimization;
 Authorization and access logging;
 Storage and capacity planning; and
 Troubleshooting
2.18. Training and Capacity Building
The SERVICE PROVIDER shall conduct Training Needs Analysis of all the concerned staff and draw up a
systematic training plan in line with the overall project plan. The trainings shall be provided at Department
premises or any other premises, as fixed by Department
Use of recommended training tools / software(s) for providing various training is essential. Adequate
training material which includes training manuals, quick reference cards etc. should be provided during
the training sessions. The recommended training material should be in paper & electronic media with
courses on fundamentals, business process overview, job activity training, and delivery options being on-
line, instructor led class rooms, etc.
Training and Capacity Building Requirement

The objective of Capacity Building (CB) initiatives is to equip the direct users and other stakeholders of
Department with the right skills, and knowledge to optimally use the IT solution implemented.
The Training program would be split into series of sessions for different user groups and across functional
areas of the system.
The SERVICE PROVIDER shall be responsible for the following activities as part of the End User and Train
the Trainer Training:
 Develop overall training plan including formation of user groups and classifications
 Develop Location-Wise Training Schedule, Curriculum, and Training Material for Department Staff
 Deliver training to end users including carrying out the training effectiveness evaluation
 Identifying Department Champion for Train the Trainer Training

Sr.No. Module of SAP System Approximate duration of Frequency of Level of Training Required Approximate total
Training Session Training number of employees
sessions of MCGM who will be
trained in one session
1 SAP Finance 4 hours per day X 1 day Twice in a End user training covering all 30
month transactions of SAP Finance
Module
2 SAP Material 4 hours per day X 1 day Twice in a End user training covering all 30
Management month transactions of SAP Material
Management Module
3 SAP Project System 4 hours per day X 1 day Twice in a End user training covering all 30
month transactions of SAP Project
System Module
4 SAP Supplier 4 hours per day X 1 day Twice in a End user training covering all 30
Relationship month transactions of SAP Supplier
Management Relationship Management
Module

5 SAP Human Resources 4 hours per day X 1 day Twice in a End user training covering all 30
month transactions of SAP Human
Resources Module
6 SAP Real Estate 4 hours per day X 1 day Twice in a End user training covering all 30
month transactions of SAP Real Estate
Module
7 SAP Fleet Management 4 hours per day X 1 day Twice in a End user training covering all 30
month transactions of SAP Fleet
Management Module
8 SAP Citizens Portal & 4 hours per day X 1 day Twice in a End user training covering all 30
Ward Management month transactions of SAP Citizens Portal
(Customer Relationship & Ward Management (Customer
Management) Relationship Management)
Module

 Measuring the Effectiveness of Training.

The ultimate goal and effectiveness of the Training and Capacity building should reflect in no. of tickets
logged per month for operational support as well as support being provided by identified Department
Champions.
Department may at any time ask for 1 adhoc training per module per department in a month with
minimum 20 participants at no extra cost. All trainings shall be provided by Project Manager.

2.19. Preparation of interactive online training modules

Interactive online training modules with 2 different categories
1. Transaction wise training: this is particularly useful for users when they are performing a
specific task and would want to refer on specific area or transaction as whole.
2. Function Wise with inline Quiz and End of Training Test: This will be particularly be useful for
users to have a kick start in case of transfers/promotions/new joiners. The system should be able
to record user activities like no. of time training taken, duration spent.
Online should cover all the training as mentioned in above section.
eLearning tool shall have online exam facility which stores username, department name, module name of
exam, attempts, data of exam taken, score. There should not be any limit on no. of exam, no of users in
the tool. The tool shall have features of question bank and randomization.

2.20. System Quality and Assurance Testing

The SERVICE PROVIDERs solution should include provisions for formal quality assurance activities
specifically related to test case creation and execution using formal tools and processes. These activities
will be delivered for all Application Development activities.
Testing of system components occurs at three levels: unit, integration and acceptance tests,
corresponding to the developer, user and owner views. The SERVICE PROVIDER will be responsible for:
 Unit tests verifying the components of the system against the developer architecture and
specifications for that component;
 Integration tests verifying the components as they are integrated into successively larger
assemblies against the user requirements, architecture and specifications. The integration tests
continue until all of the components of the release are integrated and tested. The development
team performs a final integration test, the system test, which addresses the entire release, in
order to simulate acceptance tests;
 Acceptance tests, performed by the user with the system in an almost-production environment,
verify the system against the business requirements and system;
The SERVICE PROVIDER will be responsible for signing off the successful completion of the testing phase.
The SERVICE PROVIDER will be involved in the execution of all User Acceptance Testing (UAT) activities
and will act as the primary defect resolver for any defects identified and logged during the UAT phase.
The SERVICE PROVIDER will work as per the responsibilities outlined in Attachment VI – Responsibility
Matrix, when performing system and quality assurance testing for the Application Development Services.
2.21. Staffing and Qualification requirements
The Service Provider should demonstrate its ability to provide the MCGM with continuous access to
specialized IT resources specifically in the areas of in-scope applications pertaining to architecture, system
design, development technologies and database technologies.
The Service Provider will provide detailed resumes for the staff being proposed to provide Application
Maintenance and Support and Change Request Development Services
Please refer to Section 5.22 for details on staffing and qualification requirements.
2.22. Resource Qualification &Experience
All SERVICE PROVIDER resources will be stationed at MCGM premises (Onshore operation facilities).
Onshore Operation Facilities: MCGM shall provide seating arrangement / office facilities for the domain
/ functional, ABAP and Basis experts / consultants / developers of the SERVICE PROVIDER that are required
to interact with MCGM staff on daily basis for implementation / customization and support of SAP system
including table/ chair, power supply and network connectivity required for providing services to MCGM.
However, for the purpose of operations of Primary / Secondary Support Staff, Service Provider should
provide desktop PCs/Laptops. MCGM will provide network connectivity to production servers for
accessing Solution Manager of SAP system or any other system.
 1. The resource qualification requirements are as given in the section below. MCGM IT department
will review the resource requirements periodically and scale up or scale down resources based on
the feedback received from MCGM’s user department.
2. The table below gives the minimum skill set of the resources to be deployed for the duration of
the contract. The selected bidder must ensure that in event of release of resource from the
project, at the request of MCGM or at the request of the selected bidder, or in case of additional
resources to be deployed, a replacement or additional resource will be made available such that
minimum qualification criteria as mentioned in table below is met.
Details of Resource Qualification is as under:
Minimum
Sr.No. Manpower Category Experience of Manpower
Qualification/Certification
Total Experience: 7 Years or above
Education: Graduation +
Relevant Eperience: 7 Years or above
MBA/PGDBA
as Project Manager (To be Certified
1 Project Manager Certifications: PMP / Prince2 +
by the bidders HR head)
At least certification in 1 SAP
Should have worked in SAP project
module
for at least 4 years as a lead
Education: Graduate Total Experience: 5 Years or above
SAP Netweaver (Basis)
2 Certifications: SAP-Netweaver Relevant Experience: 3 Years or
Administrator (Secondary)
Certified Consultant above of SAP BASIS Experience
Education: Graduate Total Experience: 5 Years or above
SAP ABAP (Secondary
3 Certifications: SAP ABAP Relevant Expetriance:3 Years or
Programmer Consultant )
Certified Consultant above of SAP ABAP experience.
Education: Graduate + MBA Total Experience: 5 Years or above
SAP- Finance Consultant ( Finance/MCom/CA Relevant Experience: 3 Years or
4
Secondary) Certifications: SAP FI Certified above of SAP Finance experience
Consultant
Education: Graduation Total Experience: 5 Years or Above
SAP-Plant Maintenance
5 Certification: SAP Plant Material Relevant Experience: 3 Years or
Consultant (Secondary)
Certified Consultant Above in SAP Plant Maintenance
Total Experience: 5 Years or above
SAP – Material Education: Graduate
Relevant Experience: 3 Years or
6 Management Certifications: SAP MM Certified
above in SAP MM or MM Industry
Consultant(Secondary) Consultant
Experience
Education: Graduate + Total Experience: 5 Years or above
SAP – Project System MBA/PGDBA/PGDBM Relevant Experience: 3 Years or
7
Consultant (Secondary) Certifications: SAP PS Certified above of SAP Project System
Consultant, PMP Experience
Education: Graduate + Total Experience: 5 Years or above
SAP – Human Resources MBA/PGDBA/PGDBM in (HR) Relevant Experience: 3 Years or
8
Consultant (Secondary) Certifications: SAP HR Certified above of SAP HR experience
Consultant
SAP – Supplier Relationship Education: Graduate Total Experience: 5 Years or above
9 Management Consultant Certifications: SAP SRM Certified Relevant Experience: 3 Years or
(Secondary) Consultant above of SAP SRM experience
 Education: Graduate Total Experience: 5 Years or above
SAP – Real Estate Consultant
10 Certifications: SAP FI Certified Relevant Experience: 3 Years or above of
(Secondary)
Consultant SAP RE experience
SAP – Citizen’s Portal & Total Experience: 5 Years or above
Ward Management Education: Graduation Relevant Experience: 3 Years or above of
11 Consultant / Customer Certifications: SAP CRM Certified SAP CRM experience
Relationship Management Consultant
(For Citizen Services)
SAP – Citizen’s Portal & Total Experience: 5 Years or above
Education: Graduate
Ward Management Relevant Experience: 3 Years or above of
12 Certifications: SAP EP Certified
Consultant (For Enterprise / SAP EP experience
Consultant
Netweaver Portal)
SAP – Business Intelligence / Education: Graduate Total Experience: 5 Years or above
13 Business Objects Consultant Certifications: SAP BI/Bobj Relevant Experience: 3 Years or above of
(Secondary) Certified Consultant SAP BI experience
Education: BE/B.Tech Total Experience: 5 Years or above
Software Testing
14 Certifications: Certified Software Relevant Experience: 3 Years or above as
Professional (Secondary)
Tester (CSTE) or Equivalent testing lead
Total Experience 5 Years or above
15 Software Developer (Java) Education: BE/B.Tech (CS/IT) Relevant Experience:2 Years or above as
Team Lead
16 Field Support Staff Education: Graduate Total Experience: 2 Years or above

Roles and Responsibilities of Primary and Secondary staff is given below

Sr. Role Skills, Duties, Responsibilities
No.
Single POC, Establishes, monitors, and reviews all project deliverables

Plans and manages the project team's activities from contract initiation to completion
Evaluates risks and recommends contingency plans
Manages quality assurance and ensures compliance with policies and procedures
Meets and communicates project milestones to MCGM on timely basis
Establishes appropriate metrics for measuring key project criteria
Maintains awareness on emerging technologies from SAP perspective and applies the same to the
project
Onsite contact for all escalations
Responsible for monthly reviews
1 Project Manager
Provides management summary reports and
Supports Root Cause Analysis with Technical Specialist
Creates and maintains Training Plans, Policy and procedures
Manages in-house training infrastructure
Keep track of latest technology/ tool/ module/ project offerings
Proposes new courses, course modifications / deletions and ensure uploading of the same on MCGM
website for benefit of MCGM’s SAP end user
Contributes towards planning and documentation
Possess knowledge and awareness about the latest IT offerings, tools and techniques
Assess the training needs of the employees
 Plans, Organizes and supervises training and development programs for MCGM employees
Evaluates training effectiveness
Ensures that the training facility and all required materials are ready on the day of the training.
Helps employees maintain and improve their job skills, and also prepare them for jobs requiring greater
skill
Acts as single point of contact to outside training vendors, if any and manage them
Technical expertise of the SAP Netweaver / Basis
Ensure compliance with SAP
Contributes to hardware and software evaluations and recommendations
Plans growth and changes (capacity planning), Hardware sizing and Network Planning
Defines and formulates disaster recovery plans, procedures and test scenarios and participates in
regular DR rehearsals
Guide/lead junior Basis Consultant on technical issues
Possess Advanced knowledge and skills in all related to SAP Products and system software
Possess extensive knowledge and experience in maintaining and configuring SAP Systems
Installs and configures SAP software and other related products and upgrades /patches
Manages SAP Login Credentials i.e. User administration (setup and maintaining account, Setup security
SAP Netweaver policies for users)
2 (Basis) Manages and support various environments - Linux/AIX and other Unix environment as well as
Administrator Windows environment
Participates in the administration of the server
Evaluates, tests and Updates system as soon as new version of OS and/or application software is
released (after obtaining a formal approval from MCGM)
Assists in developing, implementing, testing and maintaining backup and disaster recovery policies and
procedures
Assist in backups and recoveries regularly and as and when required
Handles SAP Basis incidents
Provides suggestions and implements software-related measures for maximizing uptime
Supports development team whenever required
Monitors system performance to ensure high availability of the system
Ensures SAP application / user security and authorization management, SAP change correction
management / SAP Transport management system, etc.
Analyses Functional Specifications and get clarifications from Business owners
Creates technical specifications
Develops Custom reports (Classical, Interactive)
Develops Online Interfaces and BDC programs
SAP ABAP Fine-tunes and modifies of the custom programs
3
Consultants Performs Pre-Delivery Reviews and Final Testing
Develops ALE/IDoc Interfaces and Maintaining ALE Configuration in All the systems
Prepares Unit Test Plans, coordinating with middleware and Legacy developers during process
chain testing
Supports Unit Testing & Business Acceptance testing
 The staff sitting at central place and carrying out development, change request, bug fixing and all types
of up gradation, providing backend support etc. to primary field support staff and to users as and when
required.
Understands the current business process, designs current business flows, studies current business
processes and its complication.
SAP Functional Preparation of Flow diagrams and DFD of AS IS processes.
5 Consultant Everything configured has to be documented as per their categories in the form of predefined
(Secondary) templates, these have to be then approved by the team leads or whoever the consultant is reporting to
Performs GAP analysis for each module
Prepares DFD/ERD before starting configuring future business processes in SAP i.e. TO BE process.
Prepares test scripts for testing the configured scenarios.
Prepares end user manual and provides training to end user.
Primary Support Staff is the staff supporting end user of MCGM working in or outside of Mumbai
(Outside city offices of MCGM at Kapurbawdi, Balkum, Tansa, Modak Sagar, Pise-Panjrapur, Agra road,
Middle Vaitarna etc.) Jurisdiction in one or all applications.
Field Support staff Primary support staff will provide support from central location
6 (Functional-
Reports of various issues, difficulties faced by end users of SAP in the field to IT Department and
Primary)
customization / maintenance service personnel of the SERVICE PROVIDER
Helps the end users log issues / trouble ticket on SAP Solution Manager or any other system
Suggests enhancements in functioning of SAP modules
Creates user information solutions by developing, implementing, and maintaining Java based
components and interfaces.
Defines site objectives by analyzing user requirements; envisioning system features and functionality.

Designs and develops user interfaces to internet/intranet applications by setting expectations and
features priorities throughout development life cycle; determining design methodologies and tool sets;
completing programming using languages and software products; designing and conducting tests.
Recommends system solutions by comparing advantages and disadvantages of custom development
and purchase alternatives.
7 Java Consultant Creates multimedia applications by using authoring tools.
Completes applications development by coordinating requirements, schedules, and activities;
contributing to team meetings; troubleshooting development and production problems across multiple
environments and operating platforms.
Supports users by developing documentation and assistance tools.
Updates job knowledge by researching new internet/intranet technologies and software products;
participating in educational opportunities; reading professional publications; maintaining personal
networks; participating in professional organizations.
Enhances organization reputation by accepting ownership for accomplishing new and different requests;
exploring opportunities to add value to job accomplishments.

The Project Manager shall also be responsible for problem management, continuous system
improvement, version control and version validation, risk management &imparting trainings to MCGM
employees etc.
During the course of the contract, if it becomes necessary to replace any of the Key Personnel, the
Selected Agency shall forthwith with due approval from the department, provide as a replacement, a
person of equivalent or better qualifications and experience than the resource being replaced / or
proposed in the bid. Failure to replace personnel with the required qualifications shall result in a penalty
as per the SLA defined in the contract.
2.23. New Module Implementation
During the tenure of the contract, MCGM may decide to implement new SAP modules in order to offer
improved citizen services or increase internal departmental efficiency. The rates for additional consultants
are being discovered for the same purpose. In case of a new module implementation. Following services
will be expected from the service provider.
During such instances of new module implementation, the bidder will have to provide an initial estimate,
which will be reviewed and vetted by MCGM (or any third party appointed by MCGM). Following
acceptance and finalization of such estimates the service provider would commence work of new module
implementation.
# Services
Preparation and updating of versions of Business Blue Prints of all modules of SAP system implemented / to be
1
implemented at MCGM
Preparation and updating of versions User Manuals of all modules of SAP system implemented / to be implemented at
2
MCGM
Preparation and updating of versions Training modules of all modules of SAP system implemented / to be implemented
3
at MCGM
Preparation and updating of versions System Installation / configuration Manuals of all modules of SAP system including
4
System Landscape etc. implemented / to be implemented at MCGM
Customizing / Implementing and rolling out the module based on the requirements given by MCGM and sizing adequate
5
infrastructure for new module.
Any other reporting / documentation services not listed above but required for smooth functioning of SAP system as
6
directed by MCGM.
7 All the services (Performing end to end processes which includes requirements gathering, requirement documentation,
design, implementation, customization, configuration, testing, facilitating user acceptance testing, training and
deployment)
Any other field support service not listed above but required for smooth implementation / customization of any other
8
new modules.
2.24. Other Ancillary Services
# Services
1 Handholding to train MCGM staff for operational activities.
2 Liaison and support the FMS service provider for smooth production deployment
3 Liaison and support the FMS service provider for timely resolution of issues
Liaison with other application development vendors for integration of the SAP application with internal / external applications
4
as required by MCGM
Liaison with DR / cloud service provider to deploy the application at DR / cloud site and subsequently ensure updates are
5
applied to both primary and DR / cloudsite.
6 Liaison with any other external agency appointed by MCGM
7 Support and perform all services required from SAP application perspective for integration of third party software with SAP
2.25. Application Management Methodology: The service provider will have to deploy an application
management methodology for smooth operation of the SAP system at MCGM. Such a methodology
would include:
• Support Services
• Support Service Phase
• New Module Implementation
• Use of Solution Manager or any other system
• Template and Tools
• Periodic Reporting & Escalations
• SAP Environments
(a) Support Services: The service will provide the following services as part of the service delivery client.
Level 1 (User Support) User Query Resolution through decentralised support. The services will have to be
provided as per the service level agreement specified .Such activities will be completed by primary support
resources.
Level 2 (Application Problem Resolution) The troubleshooting and resolution of the problem related to
SAP modules implemented at MCGM. Such instances would include but not limited to:
• Application (Major Feature) severely disturbed
• Application (Major Feature) frequently interrupted
• Severe server / Business process performance degradation
• SAP batch job failure resulting in posting of data not occurring
• MIS report output / Statutory reporting not possible or faulty reporting
Level 3 (Enhancement, new functionality and design changes) Level 3 support is related to the technical
/ functional enhancements / design of the existing SAP functions and can be subcategorized as follows:
 ABAP- Changing modifying existing developments / design as part of enhancements
 New Requirements- Designing, Coding, code review, unit testing
 BASIS- Release management, creating new authorization matrix for the new development
 Helping client in identifying and removing any conflicting authorization roles & profiles for
their SAP systems.
 Functional- Providing the modified / new functional specifications, Development query
resolution, Unit testing.
Level 3 support will be on demand basis and will require a prior notification and approval from both ends
before commencement of the activities. Level 3 support will be based on the approved estimated effort
and will be governed by the SLA applicable for change request Such activities must be completed in the
time earmarked for change management for the SAP support system.
Level 4 (Periodic Activities) Level 4 support services is related to the scheduled functional/ system
activities and can be subcategorized as follows:
 Data reconciliation Activities
 Execution of any scheduled and system activities required for smooth operation of SAP system
Level 4 support activities will be carried out by the designated functional / BASIS consultants based on
agreed schedule and scope. The service provider will have to record the time required completing all such
level 4 support activities
(b) Support Service Phases
The overall contract duration will be distributed in the following logical phases:
Knowledge Transition
The primary objective of the transition phase is to assist smooth handover of the support activities from
the implementation / existing support to the service provider team so that business continuity not
impacted. The transition phase will help service provider to gain client specific business knowledge,
functions, processes associated applications, and documents to provide the support services. The service
provider will have to ensure that the knowledge transfer is completed in a time bound manner (i.e. within
two month of Service Provider being on board at no additional cost to MCGM for this knowledge transfer
activity) .This phase will commence as soon as the service provider is on board.
Delivery of Service
During this phase, Service provider will assist in resolving the immediate problems, achieving a stable
business environment, troubleshooting technical issues, addressing process gaps, and performing overall
support services. This phase will commence as soon as the service provider is on board.
Service Governance and Improvements
During this phase service provider will address future needs such as upgrades, enhancements, change
request and process improvements. Service Provider will identify areas for performance tuning,
performing data archival, and helping realize maximum benefits from the SAP system. This phase will
commence after the knowledge transition has been accomplished.
Application Maintenance and Development service activities will be regularized during this stage. The
purpose, procedures defined and agreed upon in the setup stage will drive the delivery of services on an
on-going basis. Service provider will be responsible for reviewing processes and monitoring adherence to
agreed expectation levels. Service provider will also carry out quality reviews, provider value added
services and knowledge Management as a part of this stage.
(c) New Module Implementation
For implementation of any modules, the following development methodology will be used:
# Services
Project preparation:
1 During this phase the team of functional consultants of service provider shall go through initial planning and preparation for SAP
project.
Business Blueprint:
The purpose of this phase is to achieve a common understanding of how the MCGM intends to run SAP to support their business.
2
As per standard ASAP methodology the result is the business blueprint, a detailed documentation of the result gathered during
requirements workshops.
Realisation: The purpose of this phase is to implement all the business process requirements based on the business blueprint. The
3 system configuration in standard ASAP methodology is done in two work packages: baseline configuration; and final configuration.
During this phase the solution is also tested
Final Preparation: The purpose of this phase is to complete the final preparation to go live. This also serves to resolve all critical
4
open issues.
Go Live support: The purpose of this phase is to move from a project oriented , pre =-production environment to live production
5
operation as a joint responsibility of the service proved and facility management services provider of MCGM.
Operate: During this phase the system is operated with the help of the central operation platform, SAP solution manager /
7
ticketing tool, with the documented solution based on the transferred project documentation

(c) Use of Solution Manager / Ticketing tool

User will log the issues directly from the production system from the (Help) menu. In case the user needs
assistance in logging the issue the primary (Field Support) team would provide assistance for the same
.On a monthly basis, service provider will responsible for downloading all the calls logged into solution
manager / Ticketing tool with its current status and the time taken for resolution of each call will be
tracked, monitored and based on this list, the SLA adherence reporting will be done for the proposed SLAs
in the support framework.
(d) Template and Tools
The service provider may use its own support templates related to various Support activities (Issue/Time
logging, Business Change Request, Technical Change Request, Periodic Service Requests, Incident
Management, Testing, Knowledge Transfer Status Sheet, Effort estimation guideline and matrix,
Development standards, Test guidelines, Reusable knowledge repository, Functional specification,
Technical specification, UTP Document, Code review checklist, Development issue log etc.) to provide
support to client with prior approval of MCGM.
(e) Periodic Reporting and Escalations
The service provider will report the following agenda items on a periodic basis via scheduled and planned
meetings.
Agenda Frequency Actions Outcome
 Oversee progress & Bi – monthly Service Provider Meeting minutes
resolution of issues (monthly for and MCGM Management
 Process issues & initial 3 months of
solutions contract)
 Call progress/ Weekly Service Provider Summary report on
 ageing report SPOC and MCGM maintenance requests
 Technical delivery plans SPOC and change requests
& progress
(summarized)
 Preventive maintenance
 tasks status
 Call aging an analysis
report

Additionally the service provider will provide an escalation matrix for:

 Application
 Nature of solution
 Technical issues
 Concerns with project co-ordination
 Concerns with personnel planning
(f) SAP Environments
Development Environment
The service provider will be responsible for managing and maintaining the SAP development environment
at MCGM. Complete ownership of the development environment will reside with the service provider.
This environment will be used to address maintenance requests, change requests and any new module
implementation requests by MCGM.
Testing Environment
The service provider will be responsible for managing and maintaining the SAP testing environment at
MCGM. Complete ownership of the testing environment will reside with the service provider. This
environment will be used to test maintenance requests, change requests and any new module
implementation requests by MCGM.
Production Environment As the staging environment does not exist currently, the BASIS support on
production environment will be responsibility of the service provider to begin with. However, as and when
production handover is completed the responsibility of BASIS support will be with the FMS vendor for the
data center. The ownership of the production environment will be determined as deemed necessary by
MCGM

3. Technical Qualification Criteria

 The Technical Bids of only those Bidders, who qualify in the Pre-Qualification stage, shall be
considered and will be evaluated as per the evaluation criteria in this clause. The Bid Evaluation
Committee (BEC) shall invite each Bidder to make a presentation-cum-demonstration as part of
the technical evaluation.
 The BEC may require verbal/written clarifications from the Bidders to clarify ambiguities and
uncertainties arising out of the evaluation of the Bid documents (to be stated precisely as it
should be in MCGM's interest). In order to qualify technically, a Bid must secure a minimum of
70% of total marks in technical evaluation after summing up. Only those Bids which have a
minimum score of 70% of total marks in technical evaluation will be considered for opening of
their Commercial Bid. However, the Director reserves the right to lower the minimum required
marks if none of the Bidders achieves 70% of the total marks. Only the Bids qualifying the
technical evaluation will be considered for commercial evaluation.
 The bidders' technical solutions proposed in the bid document will be evaluated as per the
requirements specified in the Bid document and adopting the evaluation criteria spelt out is
below.
 Technical Evaluation of the bids would be carried out on 6 broad parameters as given below:

# Parameter Marks
A Bidders’ General Competence 30
B Human Resource 10
C Bidder's SAP Experience 35
D Approach & Methodology 10
E Training &Transition Management Plan 10
F Technical Presentation 5
Total 100
The 6 evaluation categories would be divided into various sub-categories and each bidders needs to
score minimum 50% in each category (i.e in Category A, B, C, D,E, F), as broadly mentioned below:
 A. Bidders’ General Competence:

Qualifying criteria for bidders is given in Section 3. Over and above these criteria, bidders shall be rated on
following parameters:

Evaluation Criteria Max. Marks Criteria

The Bidder should have >=75 cr and <=150 cr – 7 Marks
Rs.75 Crores as average >=151 cr and <=300 cr - 8 Marks
turnover in the last 3 10 >=301cr and <=500cr -9 Marks
financial years from
>=501 cr – 10 Marks
IT/ITES Services*.
Experience in undertaking software development, customization / implementation /
post-implementation support projects worth at least Rs. 5 Cr each in last5 years.
General Experience 10 >=1 <=2 Projects 8 Marks
>3 <=4 Projects 9 Marks
>=5 Projects 10 Marks
Employee Strength (as 200 to 1000 Employees – 3 Marks
mentioned in Pre- 1001 to 5000 Employees – 4 Marks
5
Qualification clause 3, >5000 Employees – 5 Marks
Sr.No. 5)
ISO 27001 Certification – 1 Marks
Certification 5 CMMI Level 3 – 2 Marks
CMMI Level 5 – 4 Marks

B. Human Resource
 MCGM will evaluate the information submitted by the Bidder with regard to Bidder’s
proposed team.
 Any change in the actual team will be allowed only after expressed written approval from
the Director IT, MCGM
 Marking scheme for this criteria of evaluation will be :
Evaluation Criteria Max. Marks Criteria
1 Experience in Project Management (upto 7 Years – 2.5 Mark, Over 7 Years – 5
Project Manager Marks)
10
Experience 2 Experience in SAP Implementation ((upto 7 Years – 2.5 Mark, Over 7 Years – 5
Marks)

C. SAP Experience
Evaluation Criteria Max. Marks Criteria
Experience in SAP Projects undertaking software development, customization /
SAP Experience (Based implementation / post-implementation support projects worth at least Rs. 10 Cr
10
on cost of Projects) each(excluding cost of supply of licenses& hardware)for last 10 years prior to bid
submission date.
 The combined projects should cover at least 4 of the below listed modules
Modules to be considered: FI,CO, MM, SRM, CRM, HR, EP, PM, PS, BI, RE
Combine Total Value between 50 cr to 60 cr 6 Marks
Combine Total Valu0e between 61 cr to 70 cr 7 Marks
Combine Total Value between 71 cr to 80 cr 8 Marks
Combine Total Value between 81 cr to 100 cr 9 Marks
Combine Total Value 100cr and above 10 Marks

SAP Partner(partner Platinum Partner – 10 Marks

type: Implement, Service 10 Gold Partner – 9 Marks
& support solutions) Silver Partner – 8 Marks
Experience in undertaking customization/ implementation/ post-implementation
support projects(Consulting Projects shall not be considered) with no. of users as
below:
(Certificate from Client mentioning the number of users)
SAP Experience (Based Coverage of
10
on number of Users)
>=9000 users 10 Marks
>=7000users 9 Marks
>=5000 users 8 Marks
>=3000 users 7 marks
>=25 to <=100 Employees – 3 Marks
SAP Certified Employees 5 >=101 to <=500 Employees – 4 Marks
>=501 Employees – 5 Marks

D. Approach & Methodology

Evaluation Criteria Max. Marks Criteria

The clarity and comprehensiveness will be evaluated for following aspects of project
management and service management.
1. Optimum utilization of existing modules implemented in MCGM, as per
Industry best practices -
3 Marks
2. Integration within SAP module and non-sap applications with SAP – 2 Marks
3. New Module Implementation Methodology (Implementation of TRM, GRC
Approach & and IS-Utility Modules, Mobile based services, Open text and Archival solution
10
Methodology of SAP) - (2 Marks)
4. Service Management (0.5 Marks) – Detailing of problem management,
configuration management, incident management procedures, release
management & security management.
5. Tools & Asset (0.5 Marks) – Provision of proven tools and assets for related
technology and operations support.
6. Helpdesk Management (2 Marks) – Detailing of ticket management, Tool to
be used, automated SLA reports.
 E. Training & Transition Management

Evaluation Criteria Max. Marks Criteria

1. Transition Management, Production Takeover (5 Marks) – Approach taken
towards completion of transition from existing vendor to new vendor.
Approach towards handover of production environment to whom so ever
Training & Transition MCGM appoints.
10
Management 2. Training (5 Mark) – Approach taken towards providing quality training to
MCGM end users in terms of classroom training and online training with plan
to optimize the support team.

F. Technical Presentation

Evaluation Criteria Max. Marks Criteria

1. Presence of Named Project Manager.
Commitment provided for each role below will gain marks
Project Manager – 2 Mark
2. Over all Q&A and Clarifications – 3 Marks
Answered All Questions/Clarifications and Commitment on all Asks within the scope of
services mentioned in the RFP = 100%
If Not Answered (Firm decision not taken by Service Provider) All
Presentation 5 Questions/Clarifications and Commitment on all Asks within the scope of services
mentioned in the RFP up to 2 Questions/Clarification= 75%
If Not Answered (Firm decision not taken by Service Provider) All
Questions/Clarifications and Commitment on all Asks within the scope of services
mentioned in the RFP up to 3 Questions/Clarification = 50%
If Not Answered (Firm decision not taken by Service Provider) All
Questions/Clarifications and Commitment on all Asks within the scope of services
mentioned in the RFP above 3 Questions/Clarification = 0%

4. Bill of Quantity
Details to be filled up for price bid are as below. .

The fees shall be inclusive of Value Added Tax or Sales Tax, Service Tax, Income Tax, duties, fees, levies,
charges, and commissions as applicable under the relevant Laws of India. Should there be a change in
applicable taxes, the actual taxes on the date of billing would prevail.
Table 1: Fixed Price Item
# Manpower Category Quantity Duration of Services Rate per Total Cost
in Nos. required in Months month of Services
1 Project Manager 1 36
2 SAP Netweaver (Basis) Administrator (Secondary) 4 36

3 SAP ABAP (Programmer) Consultant(Secondary) 12 36

4 SAP – Finance Consultant(Secondary) 2 36

5 SAP – Plant Maintenance Consultant(Secondary) 1 36

6 SAP – Material Management Consultant(Secondary) 1 36

7 SAP – Project System Consultant(Secondary) 1 36

8 SAP – Human Resources Consultant(Secondary) 2 36

9 SAP – Supplier Relationship Management 1 36

Consultant(Secondary)
10 SAP – Real Estate Consultant(Secondary) 1 36

11 SAP – Citizen’s Portal & Ward Management Consultant / 6 36

Customer Relationship Management (For Citizen
Services - Secondary)

12 SAP – Citizen’s Portal & Ward Management Consultant 1 36

(For Enterprise / Netweaver Portal)(Secondary)

13 SAP – Business Intelligence / Business Objects 1 36

Consultant(Secondary)
14 Java Developer (Secondary) 1 36
15 Software Testing Professional(Secondary) 2 36

16 Primary (Field Support) Staff (Year 1) 118 36

17 Up gradation of existing SAP Modules at MCGM 1 1

*(Lumpsum / 1 Job)
Total Fixed Price Of Bidder

Remark: For More details on up gradation please refer Section- 6

Note: If MCGM decides to go to S4/HANA, the resource qualification should match S/4 HANA skill set.
Roles and Responsibilities of Primary and Secondary staff is given below
*The detailed Scope of Work of the Service Provider for the up gradation of the existing SAP module at
MCGM is mentioned in Annexure XIII
* The term “Up gradation of existing SAP modules” in BoQ means complete Technical Up gradation as
well as functional Up gradation. Also the final payment of the service provider will be released only after
complete up gradation (i.e. Technical up gradation as well as functional up gradation)
Above table is only for price discovery and MCGM does not guarantee any minimum service
procurement during the period of contract.

Note:

1. The Bidder should submit only the 'Summary of the Commercial Format' on the e-Tendering portal
and the detailed commercial bid should be submitted manually along with the submission of the
EMD. The formats for detailed commercial bids to be as per formats defined in his RFP.
2. The allocated Secondary Resources of the service provider to provide services of different
modules can be interchanged as per the requirement of the MCGM and in this case the order of
the Director (IT) will be final.
3. The bidders may visit the site and obtain additional information at their own cost and
responsibility.
4. It is to be noted by the Service Provider that MCGM will have full right to operate / non operate
any line item mentioned in BoQ.
5. The Selected Agency will quote both for Implementation cost and the Operations and
Maintenance cost, the details of which are given in the Bid Document.
6. MCGM to scale up and scale down resources based on requirements. Any line items may be
removed from the scope based on MCGM’s discretion.
7. All the prices are to be entered in Indian Rupees ONLY.
8. Prices indicated in the schedules shall be inclusive of all taxes, Levies, duties etc.It is mandatory
to provide breakup of all Taxes, Duties and Levies wherever asked for.
9. During the payment stage, MCGM reserves the right to ask the Bidder to submit proof of payment
against any of the taxes, duties, levies indicated.
10. The Bidder needs to account for all Out of Pocket expenses due to Boarding, Lodging and other
related items. No additional/separate payment shall be made regarding the same.
11. For the purpose of evaluation of Commercial Bids, MCGM shall make appropriate assumptions to
arrive at a common bid price for all the Bidders. This however shall have no co-relation with the
Contract value or actual payment to be made to the Bidder.
12. The Contract Price shall be firm and not subject to any alteration.
 13. The Selected Agency should be deemed to have satisfied itself as to the correctness and
sufficiency of the contract price, which shall, except as otherwise provided for in the contract,
cover all its obligations under the contract.
14. Please note invitation of price discovery rate for future requirements does not imply guarantee
of any additional work or any increase in scope. The price discovery rates are being invited to
meet any exigency requirements if a need emerges during the period of contract with respect to
deployment of additional manpower resources.
15. The rate/cost quoted for AMC and price discovery elements would be considered for additional
procurement/payment in future.
16. Wherever present, the items mentioned as Lump Sum in above table will have quantity as 1 in the
BoQ available online via e-tendering. However the bidder should consider the same as Lump Sum
and submit the commercials.
Details to be filled up for price bid (Variable Components) are as follows:

Table 2: Rate Contract Items

# Item Quantity Monthly Rate (INR)

1 Man-month rate for SAP – TRM Consultant 1

2 Man-month rate for SAP – GRC Consultant 1

3 Man-month rate for SAP – IS Utilities Consultant 1

Total Rate Contract Item of Bidder

Above two tables are only for price discovery and MCGM does not guarantee any minimum service
procurement during the period of contract
The rates mentioned above will be considered as final bid price by bidder for commercial evaluation.
The rates quoted must be inclusive of any out of pocket and any other incidental expenses.
Commercial Score Calculation:

Bidders Commercial Score (F) = (Fixed Price Calculation for Bidder X 0.95) + (Rate Contract Item
Calculation for Bidder X 0.05)

Fixed Price Calculation for Bidder = Lowest Total Fixed Price/Total Fixed Price of Bidder

Rate Contract Item Calculation for Bidder = Lowest Total Rate Contract Item /Total Rate Contract Item
of Bidder

Final Score Calculation:

Final Score = 70% (Technical Score) + 30% (Commercial Score)

 5. Service Level Agreement (SLA)
Following are the criticality levels of the services to be rendered by the Service Provider under this
contract.
The resolution time shall not exceed the stipulated time for the Metric given in the below table. All the
calls are to be closed within specified Service Level Agreement (SLA), irrespective of time the call is
registered. The Service Level Agreements (SLAs) covered will be calculated on 24 hours a day 7 days a
week basis.
It is proposed that a SLA holiday will be provided to the SERVICE PROVIDER for a period of 3 month (90
Days) from the day of start of project. After that all the applicable Performance as well as other SLAs will
apply. All the SLAs will be revisited at the end of second quarter, to analyze if any changes are required
in certain parameters to make it more transparent, quantitative and robust. This shall be solely at
discretion of MCGM only.
Service Level Agreement for various parameters: -
# Service Metric Metric Frequency Penalty
Parameter

A. SAP Training (Applicable for existing and new modules of SAP)

1 Participant >= 80% Per Occurrence Rs.10,000 (when participant satisfaction
Satisfaction drops below the specified metric on the
basis of feedback form).
2 Training >= 98% Per Occurrence Rs.10,000 for missing scheduled timelines.
Timeline
Adherence
B. Change Request (Applicable for changes in existing / already deployed modules of SAP)
1 Criticality of < T+2 weeks, Weekly per 0.1% of total contract value per week/part
Change – Low Occurrence thereof for the first two weeks for each
where T is the
occurrence,
timeframe for
0.5% of total contract value per week/part
completion of the
thereof for every subsequent week, subject
Change request as
to a maximum of 5 % post which MCGM
agreed upon by MCGM
may invoke Annulment of the contract.
and Service Provider
2 Criticality of < T+1 weeks, Weekly per 0.2% of total contract value per week/part
Change – Occurrence thereof for the first two weeks for each
where T is the
Medium occurrence,
timeframe for
0.5 % of total contract value per week/part
completion of the
thereof for every subsequent week, subject
Change request as
to a maximum of 5 % post which MCGM
agreed upon by MCGM
may invoke Annulment of the contract.
and Service Provider
3 Criticality of < T, Weekly per 0.5% of total contract value per week/part
Change – High Occurrence thereof for the first two weeks for each
where T is the
occurrence,
timeframe for
 completion of the 1.0% of total contract value per week/part
Change request as thereof for every subsequent week, subject
agreed upon by MCGM to a maximum of 5 % post which MCGM
and Service Provider may invoke Annulment of the contract.
C. Issue Response & Resolution (applicable for issues in existing as well as new modules of SAP proposed to be
implemented in this contract).
Response Time: <=2
1 Severity 1 Issue Hrs From the time is Daily 0.1% of total contract value per day for the
logged by end user first day,

Resolution Time: 0.20% of total contract value per day every

subsequent day, subject to a maximum of
<= 8 Hrs from the time 5.0 % post which MCGM may invoke
the call is logged by Annulment of the contract.
end user.

Response Time:<=4 Hrs Daily 0.20% of total contract value per day every
2 Severity 2 Issue from the time the call is subsequent day, subject to a maximum of 5.0
logged by end user. % post which MCGM may invoke Annulment of
Resolution Time: <=4 the contract.
Days from the time the 0.20% of total contract value per day every
call is logged by end user subsequent day, subject to a maximum of 5.0
% post which MCGM may invoke Annulment of
the contract.

Response Time: Daily 0.1% of total contract value per day for the first
3 Severity 3 Issue <= 1 Day from the time day,
the call is logged by end 0.20% of total contract value per day every
user. subsequent day, subject to a maximum of 5.0
Resolution Time: % post which MCGM may invoke Annulment of
<= 10 Days from the the contract.
time the call is logged by
end user.

Response Time: Daily 0.1% of total contract value per day for the first
4 Severity 4 Issue <= 2 Days from the time day,
the call is logged by end 0.20% of total contract value per day every
user. subsequent day, subject to a maximum of 5.0
Resolution Time: % post which MCGM may invoke Annulment of
<= 20 Days from the the contract.
time the call is logged by
end user.

D. New Module Roll out (applicable after receiving formal approval from MCGM for implementation)
 < T+2 weeks, Weekly per 0.1% of the yearly contract value per
where T is the project week/part thereof for first two
timeframe for weeks,
completion of the 0.20% of yearly contract value per
Project Initiation &
1 specified activity as week/part thereof for every
Team Mobilization
agreed upon by MCGM subsequent week, subject to a
and Service Provider maximum of 2.0 % post which
MCGM may invoke Annulment of the
contract.
< T+9 weeks, 0.1% of the yearly contract value per
where T is the Weekly per week/part thereof for first two
timeframe for project weeks,
completion of the 0.20% of yearly contract value per
Requirements Analysis
2 specified activity as week/part thereof for every
& Design
agreed upon by MCGM subsequent week, subject to a
and Service Provider maximum of 2.0 % post which
MCGM may invoke Annulment of the
contract.
< T+35 weeks, Weekly per 0.1% of the yearly contract value per
where T is the project week/part thereof for first two
timeframe for weeks,
completion of the 0.20% of yearly contract value per
3 Development & Coding specified activity as week/part thereof for every
agreed upon by MCGM subsequent week, subject to a
and Service Provider maximum of 2.0 % post which
MCGM may invoke Annulment of the
contract.
< T+42 weeks, Weekly per 0.1% of the yearly contract value per
where T is the project week/part thereof for first two
timeframe for weeks,
completion of the 0.20% of yearly contract value per
4 Testing & UAT specified activity as week/part thereof for every
agreed upon by MCGM subsequent week, subject to a
and Service Provider maximum of 2.0 % post which
MCGM may invoke Annulment of the
contract.
Submission of required Weekly per 0.1% of the total contract value per
reports as per the time project week/part thereof for first two
lines finalized with the weeks,
Operations, department 0.20% of total contract value per
5 Maintenance (Maintenance/ Support/ week/part thereof for every
&Warranty support reports, Escalation subsequent week, subject to a
Reports) maximum of 5.0 % post which MCGM
may invoke Annulment of the
contract.
 E. Miscellaneous Factors

Compliance in document
versioning and maintenance
(FRS, SRS, Business Blue Prints, 100% as per requirement Daily per Rs.10,000 per occurrence per
1
User Training Manual etc.), timelines occurrence day of delay.
application version control,
updates & patches etc.

Rs 10,000 per day in case

there is shortage in
manpower deployment or
Manpower Availability & 100% as per requirement
2 Daily lack of adequate skills as
Readiness timelines
listed is the section <<section
number to be included from
SAP tender>>

Rs. 1, 00,000 per occurrence

for unscheduled downtime or
Scheduled downtime for Per
3 <= 2 times per month scheduled downtimes
System Maintenance per week Occurrence
exceeding the specified
metric.

6. Scope of Services Under each System upgrades (Maximum duration for all type of up
gradation should not be more than Three Months) :
In this activity a technical upgrade will be carried . In this upgrade all existing programs, includes screens,
menus, user exits, custom reports will be taken care and adopted to the new version.
This will be a technical upgrade where from Service Provider side Service provider will ensure that
all, Transactions, ABAP reports ,outputs and Reports which are currently are being used are taken care on
the new Upgraded system. Post Upgrade , System Provider will provide support for any issue related the
above upgrade activity.
The functional related activities like UAT required during the upgrade need to be taken care by
Service provider in coordination with MCGM Team. Scope of below proposal is for BASIS related activities
only and ABAP objects affected during the upgrade.

1. ECC Upgrade

Current SAP Version Target SAP Version

SAP Version SAP ERP 6.0(Unicode) SAP ERP 6.0 EHP8(Unicode)/ SAP S/4
HANA
Operating System RHEL 5 RHEL 7.1/ OS compatible with HANA DB
Database Oracle 10g Oracle 12c/ HANA DB
 2. BW Upgrade

Current SAP Version Target SAP Version

SAP Version SAP Netweaver BW SAP Netweaver BW 7.5(Unicode)/ SAP
7.0 BW Powered by HANA
Operating System RHEL 5 RHEL 7.1/ OS compatible with HANA DB
Database Oracle 10g Oracle 12c/ HANA DB

3. CRM Upgrade

Current SAP Version Target SAP Version

SAP Version SAP Netweaver CRM5.0 SAP Netweaver CRM 7.4
(Unicode) EHP4(Unicode)/ SAP CRM 7.4
Powered by HANA
Operating System RHEL 5 RHEL 7.1/ OS compatible with
HANA DB
Database Oracle 10g Oracle 12c/ HANA DB

4. SRM Upgrade

Current SAP Version Target SAP Version

SAP Version SAP Netweaver SRM 5.0 SAPNetweaver SRM 7.4
(Unicode) EHP4(Unicode)/ SAP SRM 7.4
Powered by HANA
Operating System RHEL 6 RHEL 7.1 / OS compatible with
HANA DB
Database Oracle 10g Oracle 12c/ HANA DB

5. Bobj Upgrade

Current SAP Version Target SAP Version

SAP Version SAP BOBJ4.0 (Unicode) SAP BOBJ4.1 (Unicode)/SAP BO
Powered by HANA
Operating System Windows Server 2008 R2 Windows Server 2008 R2/ OS
Compatible with HANA DB
Database MS SQL Server 2008 MS SQL Server 2008/HANA DB

SAP Functional Upgrade: In this activity functional upgrade will be carried . In this upgrade all existing
functions, includes screens, menus, user exits, custom reports will be taken care and adopted to the new
version.
This will be a functional upgrade where from Service Provider side Service provider will ensure that all,
Transactions, ABAP reports ,outputs and Reports which are currently are being used are taken care on the
new Upgraded system/ Post Upgrade , System Provider will provide support for any issue related the
above functional upgrade activity.
The functional related activities like UAT required during the upgrade will be taken care by the Service
Provider in coordination with MCGM Team
Note: In case of SAP S/4 HANA implementation this would be a prerequisite step.

7. Disclaimer
The Corporation retains the liberty to change the specifications of the Services to be procured. The
suggestion / objections received may or may not be considered if the same is not in consonance with the
requirements, MCGM reserves it right to reject the same.