E-GOVERNANCE
MISSION MODE PROJECT
CRIME AND CRIMINAL TRACKING
NETWORK AND SYSTEMS
STANDARD OPERATING PROCEDURE
FOR
HANDHOLDING SERVICES TO BE
PROVIDED BY THE
SYSTEM INTEGRATOR
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Contents
1. Introduction ........................................................................................................................ 3
2. Application .......................................................................................................................... 3
3. Glossary............................................................................................................................... 3
4. Definitions........................................................................................................................... 3
5. Handholding – Scope of work ............................................................................................. 3
Scope Detailing .............................................................................................................................4
6. Qualification / Experience Criteria: .................................................................................. 5
7. Selection Criteria:............................................................................................................... 5
8. Service Level Agreement: .................................................................................................. 5
9. Miscellaneous:..................................................................................................................... 6
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1. Introduction
The document explains the general principles and procedures to be adopted during the process of
Handholding Support to be provided by the System Integrator.
2. Application
The purpose of this SOP is to define standard operating procedures to be followed by the System
Integrator for providing Handholding Support to police stations.
3. Glossary
Term
Definition
CAS
Core Application Software
CCTNS
Crime and Criminal Tracking Network and Systems
CIPA/CCIS
Common Integrated Police Application/Crime Criminals Information System
DMU
Data Migration Utility
RFP
Request for Proposal
SCRB
State Crime Records Bureau
SDA
Software Development Agency
SI
System Integrator
SOP
Standard Operating Procedures
SPMU
State Program Management Unit
UT
Union Territory
4. Definitions
Handholding (in context of CCTNS): The SI has to provide one qualified and trained person per police
station for a period of six (6) months or one qualified and trained person per two police stations for
a period of one (1) year to handhold the staff in the police station and ensure that they are able to
use CAS on their own by the end of the handholding period.
5. Handholding – Scope of work
Providing support to the Police Stations in the initial phase after application deployment is critical
for the success of the project. The handholding staff as provided by the System Integrator shall
provide basic IT training apart from assisting in CAS related activities on a continuous basis for a
period of six months (or as specified) and help them to resolve any issues pertaining to their day to
day functioning using CAS.
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The System Integrator will provide one qualified and trained person per police station for a period of
6 months or as specified in the SI contract to handhold the police station staff. The end objective of
this support will be to ensure that the police personnel in that police station are able to use CCTNS
on their own by the end of the handholding period.
Handholding support will start only after the successful completion of all the required activities such
as site preparation, hardware commissioning, training and commissioning of offline Core Appli cation
Software (CAS).
Scope Detailing
1. The technically qualified and trained person will be deployed at police stations at least for a
period of 6 months to handhold the staff in the police station and ensure that the staffs in
that police station are equipped to do the following:
a. Use the various hardware items provided at the police station such as computer,
printer, digital camera, digital pen etc as required under the project
b. Use the core application software to perform the policing functions as per the person’s
role
c. Able to perform any other functions that may be required under the ambit of the
CCTNS project
2. As and when newer versions of system or application software are introduced within the
period of handholding support at a particular police station, the handholding staff shall
provide adequate training to the concerned police personnel.
3. In case a new police official joins the police station during the handholding phase, it will be
the handholding person’s responsibility to ensure that the official is conversant with all the
activities required towards CCTNS functioning.
4. The handholding staff should assist the police in installation and Updation of any required
software needed under the CCTNS project.
5. Create documentation for Knowledge Transfer (KT) that can be used by the police station
staff after closure of the handholding phase.
6. The handholding staff must be IT savvy and aware of basic IT trouble shooting procedure. The
person should be able to rectify level 1 issues related to CAS, other software and hardware.
The resolution to the queries raised by the police personnel must adhere to the SLAs for post
implementation phase defined in the SI agreement.
7. The handholding staff will also conduct CCTNS related workshops (if required) and refresher
courses for the police station staff.
8. Handholding staff should have detailed understanding of CAS application and should be able
to provide support related to any technical or workflow related query raised by the personnel.
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9. Handholding staff should be able to rectify IT related issues being faced by Police officials
during data entry in CAS.
10. Any issues that need to be escalated to the SI helpdesk for resolution should be taken up by
the handholding person and tracked till closure of the query.
11. The handholding staff should assist the police personnel in coordinating with any higher
offices that may be required for proper functioning of CCTNS.
12. The handholding staff should not be used as data entry operator .However, he may be
required to support and facilitate designated personnel to capture data in the system.
13. The handholding staff of each police station shall submit a fortnightly report to the police
station detailing the activities undertaken during the period. The report will also contain
detailed status of each activity along with its resolution and current status. Sample format
attached at Annexure A
14. Any pending activities/issues etc must be tracked by the handholding staff in a daily status
sheet to be maintained at each police station. Sample format attached at Annexure B.
6. Qualification / Experience Criteria:
1. Overall experience of 1-2 year of application software/LAN/WAN/PC troubleshooting, Data,
Entry on Computer Applications. Working proficiency on office suite. Fresher’s can also be
considered but having at least one of the following educational qualification: BCA, MCA, B.Sc.
(Computer science/ Information technology),
M.Sc. (Computer science/ Information
technology) , PGDCA, O-Level, BTech
2. Working proficiency of regional language typing is mandatory.
3. The handholding staff should have sufficient experience in installation and updating of any
required software.
7. Selection Criteria:
1. System Integrator has to share a list of proposed handholding staff with a brief on educational
/ experience of all the candidates.
2. Nodal officer to undertake initial screening of the candidate based on education /
experience.
3. System integrator to undertake one week mandatory training on CAS software and hardware
support for the proposed handholding staff.
4. Once the training is imparted, SCRB will take an objective test and candidates s coring at least
60% will be declared as qualified candidate. Final say for selection/rejection of candidates
lies with the State Nodal Officer.
5. The qualified candidates will be part of handholding team .The selected candidate should be
flexible enough to move across locations within the State / UT as an when required.
8. Service Level Agreement:
1. The Handholding Staff should be competent to resolve Level -1 (L1) IT trouble shooting issue
and provide resolution within 4 working Hrs.
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2. The fortnightly reports prepared by handholding staff covering detailed activities undertaken
during the period should be submitted within 3 working days of the completion of fortnight.
3. Technical issues that need to be escalated to the SI helpdesk for resolution should be tracked
by handholding person till closure of the query. Status of such issued needs to be submitted
on daily basis and any issues which are not closed within 3 working days has to be escalated
at senior level.
4. Handholding staff to prepare documentation for Knowledge Transfer (KT) that can be used
by the police station staff after closure of the handholding phase. The documentation should
be updated on fortnightly basis and should be approved by an officer at police station level.
9. Miscellaneous:
1. The State shall reserve the right to carry out performance inspection to evaluate the quality
of support provided by vendor’s personnel during their handholding support period at the
police station.
2. The SI shall regularly evaluate the performance of each handholding staff member and take
corrective action based on feedback received from the police station staff/SPMU.
3. The handholding staff will be required to support the police station officials as per timelines
defined by the State.
4. The Standard working hours for handholding staff should be 8 hrs / day. However, final
approval on working hrs has to be given by State.
5. Leave policy for handholding staff – The SPMU has to prepare a leave policy in consultation
with the State police to be applicable for handholding staff.
6. Any long-term absence of the handholding staff shall be notified to the police officials in
advance and SI shall be responsible for making alternate arrangements.
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Annexure A – Fortnightly Report
Annexure A - Fortnightly report
S.No
Date
Activity Undertaken / Issue
Reported
Proposed Resolution
Current Status
1
2
3
4
5
6
Annexure B – Daily Status Sheet
Annexure B – Daily Status Sheet
S.No
Date
1
2
3
4
5
6
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Activity
Action Taken
Current Status