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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
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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
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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
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TCO
Total Cost of Ownership
TL
Team Leader
ToR
Terms of Reference
TR
Technical Requirements
UAT
User Acceptance Test