REQUEST FOR PROPOSAL Tender Document No. NIHFWCHINHH2016 APPOINTMENT OF A CENTRA
LISED HELPDESK FOR DELIVERING REMOTE HEALTH ADVISORY AND INTERVENTION (Doctor on Call DoC) 21st October 2016 Centre for Health Informatics, National Institute of Health and Family Welfare, Ministry of Health & Family Welfare, Government of India Baba Gangnath Marg, Munirka, New Delhi - 110067 2 P a g e Glossary A&M Approach & Methodology ACD Automatic Call Distributor AHT Average Call Handling Time AMC Annual Maintenance Contract ANM Auxiliary Nurse Midwife ASHA Accredited Social Health Activist ATS Annual Technical Support BCA Bachelor of Computer Applications BOM Bill of Materials BPO Business Process Outsourcing CB Commercial Bid CCN Change Control Notes CD Compact Disc CD Compact Disk CHI CENTRE FOR HEALTH INFORMATICS CIP Continuous Improvement Plan COTS Commercially Off The Shelf CRM Customer Relationship Management CS Computer Science CSA Customer Service Associate CTI Computer Telephony Integration CV Curriculum Vitae CVC Central Vigilance Commission DC Data Centre DD Demand Draft DD Demand Draft DeitY Department of Electronics and Information Technology DR Disaster Recovery EMD Earnest Money Deposit EMS Enterprise Management System EOI Expression of Interest ESH Extended Service Hours FIC Functional cum Implementation Committee FR Functional Requirements FTE Full Time Equivalent GFR General Financial Rules GIS Geographical Information System GoI Government of India HA Helpdesk Agent HSP Helpdesk Service Provider ICT Information and Communication Technology IEC Information, Education and Communication 3 P a g e IEEE Institute of Electronic & Electrical Engineers INR Indian Rupee IP Implementation Partner ISO International Organization for Standardization IT Information Technology IVR Interactive Voice Response KPI Key Performance Indicator KPI Key Performance Indicators LD Liquidated Damages LoA Letter of Award LoI Letter of Intent MIS Management Information System MMP Mission Mode Project MoHFW Ministry of Health and Family Welfare, Government of India MSA Master Services Agreement NCR National Capital Region NDA Non-Disclosure Agreement NeGP National e-Governance Plan NHM National Health Mission NIHFW National Institute of Health and Family Welfare NRHM National Rural Health Mission O&M Operations and Maintenance OEM Original Equipment Manufacturer PAN Permanent Account Number PBG Performance Bank Guarantee PE Past Experience PHC Primary Health Centre PO Purchase Order PoA Power of Attorney PoC Proof of Concept PoP Point of Presence PSU Public Sector Undertaking QAM Quality Assurance Manager QCBS Quality Cum Cost Based Selection RCA Root cause analysis RCH Reproductive and Child Health RFE Request for Empanelment RFP Request for Proposal RoC Registrar of Companies SI System Integrator SLA Service Level Agreement SLR Service Level Requirements SOW Scope of Work T&M Time and Material TB Technical Bid 4 P a g e TCO Total Cost of Ownership TL Team Leader ToR Terms of Reference TR Technical Requirements UAT User Acceptance Test