E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,

upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

INDIAN RAILWAY CATERING & TOURISM CORPORATION LIMITED

(A Govt. of India Enterprise (Nav Ratna) under Ministry of Railways)

“CIN: L74899DL1999GOI101707”

E-mail: Website: [Link]

(E-Tender No. 2025/IRCTC/CO/SER/Chatbot ASKDISHA)

E-Tender for the Selection of Technology Service Provider (TSP) for Development,
Deployment, Operation and Ad Monetization of AI-based Chatbot Solutions for IRCTC
Services
Tender Title E-Tender for the Selection of Technology Service Provider (TSP) for
Development, Deployment, Operation, upgrading and Ad
Monetization of AI-based Chatbot /WhatsApp Solutions for IRCTC
Services
Mode of Tender Open E-Tender
Type of Offer QCBS Two-Packet – Technical Bid and Financial Bid Packets
Last date and time of tender 24.07.2025 up to 1500 Hrs
submission
Date and time of Opening of E- 24.07.2025 at 1530 Hrs
Tender (Technical Bid Packet)
Last date and time of All pre-bid queries must be sent through e-mail to
acceptance of Pre-bid queries ggmservices@[Link] by 08.07.2025 at 1500 Hrs.
Date & Time of Online (VC) Pre- 10.07.2025 at 12.30 Hrs. VC Link for online meeting will be
bid Meeting. uploaded on [Link] under Active Tenders.
Date of Financial Bid Opening Will be intimated later on
Earnest Money Deposit 5,00,000/-
Bid Validity 120 days from the date of opening of bid.
Address for correspondence Group General Manager/Services
IRCTC, 2nd Floor, Tower-D, World Trade Centre,
Nauroji Nagar, New Delhi – 110029
Cost of E-Tender Nil

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
DISCLAIMER

 Indian Railway Catering & Tourism Corporation Ltd., herein after mentioned as
“IRCTC” does not make any representation or warranty as to the accuracy, reliability
or completeness of the information in this Bid Document. Therefore, each Bidder
should conduct their own investigations and analysis and check the accuracy,
reliability and completeness of the information in this Bid Document and obtain
independent advice from appropriate sources. The Bidder shall bear all its costs
associated with the preparation and submission of its Bid including expenses
associated with any clarifications which may be required by IRCTC or any other costs
incurred in connection with or relating to its Bid. All such costs and expenses will
remain with the Bidder and IRCTC shall not be liable in any manner.

 IRCTC will have no liability to any Bidder or any other person under the law of
contract, tort, the principles of restitution or unjust enrichment or otherwise for any
loss, expense or damage which may arise from or be incurred or suffered in
connection with anything contained in this Bid Document, any matter deemed to form
part of this Bid Document, the award of the contract/License, the information and any
other information supplied by or on behalf of Railway/IRCTC or otherwise arising in
any way from the selection process of the bidder.

 The issue of this Document does not imply that IRCTC is bound to select the Bidder or
to appoint the Selected Bidder. IRCTC reserves the right to reject any or all of the Bids
submitted in response to this Bid Document at any stage without assigning any reason
whatsoever. IRCTC also reserves the right to withhold or withdraw the process at any
stage.

 This request for Bid submission is not an agreement and is neither an offer nor
invitation by IRCTC to the prospective bidders or any other person. The purpose of
this tender is to provide interested parties with information that may be useful to
them in making their financial offers (Bids) pursuant to this tender.

 IRCTC reserves the right to change/ modify/amend any or all of the provisions of this
Bid Document at any stage.

 Each Bidder’s acceptance of delivery of this Tender constitutes its agreement to, and
acceptance of the terms set forth in this Disclaimer. By acceptance of this Tender, the
recipient agrees that this Tender and any information herewith supersedes
document(s) or earlier information, if any, in relation to the subject matter hereof.

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
Table of Contents
Contents
Contents .................................................................................................................................................................. 3
SECTION-I: NOTICE INVITING TENDER .................................................................................................................... 5
SECTION – II: INSTRUCTIONS TO BIDDER ................................................................................................................ 6
1. GENERAL ..................................................................................................................................................... 6
1. ABOUT CHATBOT ASKDISHA ...................................................................................................................... 7
2. OBJECTIVES OF THE TENDER ...................................................................................................................... 7
3. SCOPE OF WORK......................................................................................................................................... 8
4. KEY DELIVERABLES AND BENCHMARKS BY THE BIDDER......................................................................... 18
5. KEY DELIVERABLES BY THE IRCTC............................................................................................................. 19
6. CONTRACT PERIOD TERMS AND CONDITIONS ........................................................................................ 19
7. CONSORTIUM APPROACH........................................................................................................................ 20
8. EVALUATION OF BIDS ............................................................................................................................... 21
8.1 One or Two Packet System .................................................................................................................. 21
8.2 Contents of the Bid............................................................................................................................... 22
8.3 Earnest Money Deposit ........................................................................................................................ 22
8.4 Language of Proposals ......................................................................................................................... 22
8.5 Tender Evaluation Process ................................................................................................................... 22
8.6 Eligibility Criteria .................................................................................................................................. 23
8.7 Technical Scoring Criteria ..................................................................................................................... 28
8.8 Technical Evaluation (Technical Score- QCBS)..................................................................................... 28
8.9 Tender Evaluation Criteria ................................................................................................................... 30
8.10 Award of Contract ................................................................................................................................ 32
8.11 Integrity Pact ........................................................................................................................................ 32
8.12 NDA - Non Disclosure Agreement ........................................................................................................ 32
9. FINANCIAL BID .......................................................................................................................................... 32
10. PAYMENT TERMS ................................................................................................................................. 32
11. SLA & PENALTY CLAUSE........................................................................................................................ 36
12. CONSIGNEE & DELIVERY ADDRESS: ..................................................................................................... 37
13. INTELLECTUAL PROPERTY RIGHTS (IPR)............................................................................................... 37
13.1 Ownership of Intellectual Property: ..................................................................................................... 37
13.2 Restrictions on Use: .............................................................................................................................. 38
13.3 Third-Party IP: ....................................................................................................................................... 38
13.4 IP Transfer Upon Completion or Termination and migration of application: ....................................... 38
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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
14. TERMINATION OF CONTRACT: ............................................................................................................. 38
15. EXIT CLAUSE .......................................................................................................................................... 39
16. SERVICE AGREEMENT ......................................................................................................................... 39
17. DEFAULT BY SUCCESSFUL BIDDER ..................................................................................................... 39
18. ARBITRATION ...................................................................................................................................... 40
19. FORCE MAJEURE: ................................................................................................................................ 41
20. INFORMATION SECURITY, COMPLIANCE AND AUDIT REQUIREMENTS ........................................ 41
BID DOCUMENT PART-II: ANNEXURES OF THE TENDER ....................................................................................... 43
Annexure: I – Cover Letter /RFP Application Form ............................................................................................. 43
Annexure: II –Schedule of Rate (SOR)* ............................................................................................................... 45
Annexure III- List of Blocked Category Ads ......................................................................................................... 46
ANNEXURE – IV –Audit Annual Report ................................................................................................................ 47
ANNEXURE – V- UNDERTAKING FOR CLOUD AND DATA STORAGE ................................................................... 48
Annexure VI- No fraudulent practices or blacklisting ......................................................................................... 49
ANNEXURE – VII- INTEGRITY PACT ...................................................................................................................... 50
Annexure VIII- NDA .............................................................................................................................................. 55
ANNEXURE – IX- GLOSSARY ................................................................................................................................. 60
ANNEXURE – X: Document Checklist ................................................................................................................... 63

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

SECTION-I: NOTICE INVITING TENDER

Sub: Notice Inviting Tender (NIT) for Open e-Tender for the Selection of Technology Service
Provider (TSP) for Development, Deployment, Operation and Ad Monetization of AI-based
Chatbot Solutions for IRCTC Services

Indian Railway Catering and Tourism Corporation Limited (referred as ‘IRCTC’) invites Open E-
tender for Consolidated Chabot solution on IRCTC Websites and Mobile Apps for a period of
Three (3) Years on the terms & conditions prescribed in the tender document.
1. Bidders are required to deposit EMD of Rs 5,00,000/- (Rupees Five Lakhs Only) as
mentioned in the tender document. Offers without EMD will be summarily rejected.
2. The bids will consist of two packets system i.e., Technical and Financial Bids. The Technical
Bid will consist of Qualification & other conditions as laid down in the Bid document.
Financial bid shall consist of the Financial aspects as per conditions laid down in the Bid
document

3. The bid shall remain open for acceptance for 120 days from the date of opening of
tender, or as extended by the bidder on request of IRCTC.

4. IRCTC reserves the right to reject any/all E-tenders without assigning any reason.

5. The Notice Inviting Tender (NIT), Instructions to Bidders, Special Conditions of Contract
(SCC), E-Tender Schedule, General Conditions of Contract (GCC) shall form part of the
Tender Documents.

For Indian Railway Catering and Tourism Corporation Limited

(Suresh Kumar Sharma)

GGM/Services

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
SECTION – II: INSTRUCTIONS TO BIDDER
Indian Railway Catering and Tourism Corporation Limited (referred to as ‘IRCTC’)
proposes the selection of a Technology Service Provider (TSP) for the development,
deployment, operation, upgrading, and ad monetization of AI-based chatbot/WhatsApp
solutions for IRCTC services under the terms and conditions prescribed in the tender
document.
1. GENERAL

a) This E-Tender Document can only be viewed at [Link] and

[Link] and will be submitted/received online at
[Link] only. No Physical offer will be received.
b) To participate in the E-Tender, it is mandatory for the bidders to register themselves with
Tender Wizard without any payment on the website
[Link] It may be noted that Class-III Digital Signature is
required for submission of the bid. A detailed procedure for bidding is placed
at [Link]
c) Corrigendum/Addendum to this tender, if any, shall be published on website
[Link] [Link]/[Link] Newspaper/press advertisements
shall be issued for the same.
d) The bidder should upload complete set of all required documents as mentioned in this
tender document.
e) For any difficulty in downloading & submission of tender document at website
[Link]/IRCTC,please contact helpdesk no. 011-49424365,
8800115628/08076206940.
f) The digital signature of the bidder on the E- tender form shall be considered as
confirmation that the bidder has read, understood and accepted all the documents
referred to in the tender documents. If nay clarification is required by the bidder, the
same should be obtained by the time of Pre-bid meeting.
g) The intending bidders are advised to study e-tender conditions of the tender and make
themselves conversant with their contents as these govern this agreement and shall form
integral party thereof.
h) Bidder should take the overall project into consideration while preparing their offers
against this Tender.
i) Validity of Bid (120 days from the last date of submission of bids).
j) This tender is a “No Deviation Bid”

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

A. BID DOCUMENT PART-I: SPECIAL CONDITIONS OF CONTRACT (SCC)

The Special Conditions of Contract (SCC) as laid down in Bid Document Part-I override the
terms laid down in the GCC (Bid Document Part-III). All terms and conditions not
specifically mentioned in the SCC shall be as laid down in the GCC.
Scope of Work, Instruction to bidder and Special Conditions of Contract (SCC)

1. ABOUT CHATBOT ASKDISHA

Indian Railway Catering and Tourism Corporation Ltd. (IRCTC), a Government of India
enterprise under the Ministry of Railways, is committed to enhancing digital customer
engagement and UI/UX by leveraging cutting-edge, advancing AI-driven technologies. As part
of this initiative, IRCTC launched AskDisha (Digital Interaction to Seek Help Anytime)—an AI-
powered chatbot that offers real-time assistance for a wide range of railway-related queries.

To further enhance its digital service delivery and ensure seamless customer interaction,
IRCTC intends to engage a qualified Technology Service Provider (TSP) to develop and
operate an advanced AI-powered chatbot capable of supporting voice and text-based
ticketing and related assistance services. The solution should provide personalized,
multilingual, conversational experiences across digital channels, including chatbots,
Whatsapp, and any other channels as per requirement.

2. OBJECTIVES OF THE TENDER

 Implement a conversational voice and text chat-based solution (Chatbot and

WhatsApp Bot) (voice and text) that enables end-to-end customer enquiry support
and ticket booking for IRCTC users on its Website & Mobile App.
 To provide multi-language conversational capabilities with high accuracy and regional
language support.
 To enhance user experience and showcase the use of advanced technologies such as
Generative AI and Agentic AI for intelligent, human-like interactions and assistance.
 To develop a revenue-generating platform through in-chat advertisements and
applicable service charges.

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
 To ensure robust data privacy and cybersecurity measures in full compliance with
relevant regulations and best practices in adherence and compliance with upcoming
DPDP guidelines.
 To enable IRCTC to offer the chatbot/WhatsApp bot solution as a service to third-party
clients and partners using the required customizations.
 To ensure smooth knowledge transfer and seamless migration of services to IRCTC at
the end of the contract period, without any disruption to ongoing operations.

3. SCOPE OF WORK
3.1 The Bidder shall design, develop, deploy, and maintain a chatbot/WhatsApp bot
solution for IRCTC’s business verticals, including the e-ticketing website, Rail Connect
app, and IRCTC Travel/tourism web and app. The solution must follow modern
development practices and be capable of auto-answering user queries, assisting with
bookings, and providing IRCTC/Railway-related information, ensuring a seamless and
user-friendly experience across platforms.
3.2 The Bidder shall develop and maintain an advanced and evolving AI-based
chatbot/WhatsApp bot with the following capabilities:

3.2.1 Booking & Enquiry Services

The chatbot shall:

i. Facilitate train ticket bookings via the chatbot interface (including IRCTC ticketing
services).
ii. Provide real-time responses for key enquiry services, including:
a. PNR Status
b. Fare Enquiry
c. Seat Availability
d. Train Schedule
e. Source–Destination Information
f. Live Train Running Status
g. Cluster Station List

3.2.2 Multi-Modal Interaction Support

The chatbot shall:

 Support both voice-based and text-based interactions through:
o Speech-to-Text (STT) and Text-to-Speech (TTS) technologies.
o Web, mobile, and other digital platforms of IRCTC.

3.2.3 Multilingual Capability

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

The chatbot shall:

 Support communication in at least 12 Indian languages in phases, including:
English, Hindi, Tamil, Telugu, Kannada, Bengali, Marathi, Gujarati, Malayalam,
Punjabi, Odia, and Assamese. It should start with English and Hindi and
progressively incorporate other languages in phases to cover all languages within a
year of go live.
 Enable real-time language detection and dynamic switching based on user inputs.

3.2.4 Omnichannel Deployment

The solution shall:
 Deployable on the IRCTC website, mobile app, and WhatsApp.
 Ensures a consistent user experience across all platforms.
 Maintains conversation history and functionality seamlessly across channels.

3.2.5 Conversational AI Interface

The solution shall capable of:

 Interpreting imprecise, colloquial, or grammatically incorrect queries and inputs
with incorrect spellings.
 Maintaining context across multi-turn dialogues
 Adapting to user behavior and preferences in real time

3.2.6 Advanced AI Integration

The Bidder shall ensure integration of Generative AI and capabilities to provide
Agentic AI for enhanced, intelligent, and proactive user experiences providing
multiple services.

3.2.7 Generative AI Capabilities

The solution must support:

 Natural Conversations: Engage users in human-like dialogues.
 Dynamic Query Handling: Address complex, multi-intent, context-rich queries.
 Content Personalization: Tailor responses based on user behavior, preferences, and
history.
 Context Memory: Retain conversation history across sessions to enable
personalized interactions.

3.2.8 Agentic AI Capabilities

The solution must have capabilities to enable:

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
 Proactive Assistance: Notify users of fare drops, alternate options, or better travel
suggestions.
 Goal-Oriented Task Execution: Handle broad user intents (e.g., “I want to attend a
conference in Mumbai next month”) with stepwise booking and reminders.
 Intelligent Cross-Selling: Recommend meals, cabs, hotels, and other services
contextually.
 Agentic Journey Mapping: Enable one-click guided bookings based on user profile,
preferences, and consent.
 Video Bot Assistance: Integrate AI-powered video bot capabilities to deliver
interactive, human-like guidance via video interfaces for key use cases such as
ticket booking assistance, itinerary explanation, or promotional campaigns.

3.2.9 Customer Experience Focus

The chatbot must have capabilities to provide:
 Personalized Travel Concierge experience.
 Reduced User Effort via simple commands (e.g., “Book me a sleeper ticket to Delhi
tomorrow evening”).
 Multi-turn Conversations maintaining session context for back-and-forth
engagement.

[Link] Intelligent Data Handling & Customized Solutions

The chatbot shall include capabilities for:

 Data Aggregation from internal (train, fare, seat) and external (hotels, weather,
events, transport) sources from IRCTC or its partner platforms.
 User Intent & Preference Mapping using LLMs based on travel behavior, class
preference, etc.
 Custom Itinerary Generation combining train, hotel, cab, and meal bookings.
 Contextual Option Presentation personalized to user preferences like budget,
speed, luxury.
 Dynamic Replanning in case of disruptions (delays/cancellations) with real-time
alternate suggestions.

3.2.10 Sample Chatbot Conversation Demo Including Customized Solutions

Voice Input + Customized Solution (IRCTC Use Case)

Voice-AI enabled, Hindi language support, GenAI for planning & orchestration

User Input (Voice in Hindi):

"Mujhe Friday Delhi se Mumbai sleeper class ticket chahiye, shaam ka time ho."

Chatbot Process:
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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
 Extracts details: Route, Date, Time, Class
 Fetches train availability + past user behavior
 Presents 3 personalized options (e.g., Rajdhani, August Kranti, Garib Rath)

Train Departure Arrival Price Special Note

Rajdhani Express 4:30 PM 6:30 AM ₹2200 Fastest, Meals Included
August Kranti 5:20 PM 7:00 AM ₹1900 Good Punctuality
GaribRath 6:00 PM 7:30 AM ₹1400 Budget-Friendly

User Selection:
"Garib Rath book karo."

Chatbot Upsell:
"Hotel, cab aur pickup package bhi banasaktahoon. Dekhna chahenge?"

Further Booking:

 Hotel: City Park (₹2800), Cozy Stay (₹1800)

 Cab: ₹250 Sedan from station to hotel

Cross-service Aggregation & Suggestion

Combines hotel APIs, cab services, user check-in time, etc

User Selection:
"Hotel City Park aur cab dono book karo."

Final Output:
Unified itinerary sent via WhatsApp/Email including train, hotel, and cab with
dynamic PDF download, cancellation, and feedback options.

Feature Technology Used

Multi-source Data Gathering Generative AI
LLM Context Analysis/
User Preference Understanding
Sovereign LLM
Customized Package Creation Agentic AI
Unified Journey Confirmation Agentic Action Orchestration

3.2.11 Process Flow Diagram for chatbot Driven Customized Travel Solutions Creation

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

Key Highlights of Process:

Step Capability Used
Query Understanding Gen AI + LLM
Multi-source Data Gathering Information Aggregation Layer
Smart Planning Agentic AI
Personalized Presentation AI-based Recommendation Engine
Transaction Execution API-driven Booking
Learning and Improvement Monitoring + Feedback Loops

3.2.12 Conceptual Architecture

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

3.3 All checks and validations implemented for e-ticket booking by the user on IRCTC
Website and Mobile Apps will be equally applicable for the tickets booked through
Chatbot.
3.4 Chatbot shall be compatible for visually impaired users
3.5 The chatbot on both the website and mobile application shall be accessible via a
collapsible icon, which expands into an interactive chat interface upon user interaction
and collapses back when minimized
3.6 The bidder shall ensure full compliance with all applicable laws of India, including
guidelines issued by the Ministry of Railways, IRCTC, and relevant regulatory bodies, as
amended from time to time.
3.7 Redirection to third-party sites or apps is prohibited unless explicitly approved by
IRCTC. API usage must comply with IRCTC’s domain whitelisting and access control
policies
3.8 Payment integration for e-ticket bookings and other IRCTC services on IRCTC platforms
shall primarily be carried out through banks integrated under the RDS (Rolling Deposit
System). However, IRCTC reserves the right, at its sole discretion, to integrate chatbot
based booking with its in-house payment gateway, iPay.

3.9 WhatsApp Bot-

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
3.9.1 Procurement of Mobile number for implementation of verified WhatsApp
Business API Profile of IRCTC. The Mobile number should be easily memorable
and accessible to consumers through all the telecom Operators across the state
24*7.
3.9.2 The Mobile Number (or any code) procured for implementation of verified
WhatsApp Business API Profile of IRCTC will be the property of IRCTC. In case of
expiry or termination of contract due to any reason, the bidder shall surrender
the MN to IRCTC or its authorized vendor. The bidder shall also provide
necessary support and required documentation (like NOC etc.) during the
transfer/surrender of MN to IRCTC or its authorized vendor, if the situation may
arise in the future.
3.9.3 The bidder shall obtain necessary approvals from Meta, TRAI, and relevant
authorities for message templates and formats.
3.9.4 The user experience and indicative process flow given for chatbot will be
followed by this channel also

3.10 Chatbot/WhatsApp bot Advertisement

3.10.1 The successful bidder(TSP) shall be responsible for enabling contextually
relevant, non-intrusive digital advertisements through the chatbot/whatsapp
interface, subject to prior approval by IRCTC.
3.10.2 Ads must be non-intrusive, text or banner-based, and contextually tied to user
queries (e.g., travel insurance, nearby hotels, food services) to the extent
possible.
3.10.3 Ads shall be visible only within IRCTC-approved chatbot/whatsapp flows.
3.10.4 Ads must be free from objectionable content, third-party tracking scripts, or
unauthorised links.
3.10.5 Chatbot icon will have a cross button/minimize or hide button so that it can be
changed as per user convenience.
3.10.6 Upon clicking the commercial /informative link, it may be redirected to
specified URL (if applicable).
3.10.7 If there are no commercial ads running on chatbot/WhatsApp bot, then IRCTC
in house ads will run as back fill on Chatbot/WhatsApp bot Ads location
3.10.8 Blocked Categories: Bidder has to ensure to restrict blocked Ad categories /
content / segment. Violation of any of the terms & conditions of this
Agreement or if at any point of time, the name of IRCTC gets tarnished due to
any issue on Chatbot services, then, the chatbot/WhatsApp bot services may be
made offline and the Security Deposit and quarterly advance payment may be
forfeited. (Annexure III) Ads of brands competing with IRCTC should not be
displayed without IRCTC’s permission.
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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
3.11 Value Added Services – Other projects related to Chatbot domain like integrate similar
chatbot and WhatsApp booking for air booking, tourism booking including Hotels,
Flights, Buses, Tour Packages, Retiring Rooms, video bot, or travel insurance
integration, Promotion of Premium E-Catering Services, RCS enquiry, email and SMS,
Cross-Selling and Upselling etc., can be assigned to the successful bidder during the
contract period. The revenue sharing for value added services will also be at 70:30 %
(70 % to IRCTC :30% to Bidder)
3.12 IRCTC Co-Branded Co-Sell/Cross-Selling Chatbot- The Successful Bidder shall
responsible for Co-Branding (Cross-Selling) model with IRCTC for “Ask Disha”
conversational AI driven platform (Chatbot/WhatsApp bot), which may be offered to
different Government and Private organizations on sole discretion of IRCTC
3.12.1 Co-Selling / Cross-Selling a Co-Branded Conversational AI Platform to cater to
queries, transactions, information dissemination, and feedback services across
various organizations
3.12.2 The scope of Co-Selling activities shall be excluded from the present Scope of
Work and will be governed under a separate arrangement or agreement to be
executed between IRCTC and the selected bidder. Under that separate
arrangement, specific payment terms, revenue sharing models, and other terms
and conditions related to the Co-Selling model shall be clearly defined.
3.12.3 Under this co-selling model, IRCTC will use its branding and will enter into direct
agreement with the organization. Further the entire infrastructure, cloud, ad
network, AI cost is borne by successful bidder only.

3.13 SALES-DRIVEN REVENUE ENHANCEMENT

The chatbot solution shall be capable of generating revenue through sales without
incurring additional expenditure for IRCTC and without compromising the user
experience. All monetization features must be seamlessly integrated into the
conversation flow in a non-intrusive and user-friendly manner by the bidder.
3.13.1 Chatbot/WhatsApp Bot Digital Ad Monetization

1) The Successful Bidder shall be responsible for monetizing the Chatbot/WhatsApp Bot
services and sharing the generated revenues with IRCTC. In addition to providing the
technical platform and solution, the Bidder shall actively attract a substantial volume
of advertisements to enhance ad revenue through the IRCTC Chatbot/WhatsApp Bot
interface, which is compatible with the primary objective of improving the user
experience.
2) Chatbot and WhatsApp icon shall be displayed on the IRCTC Website /Mobile App on
multiple platforms in a non-intrusive and aesthetic manner. Once the chatbot bot
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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
icon is clicked, the promotional banner/ad spaces shall be displayed inside chatbot
window.
3) The chatbot window may have ad space for promotion banners as per the standard
size which are currently as 300*250 and 320*50 for app inside the chatbot window.
However, without disturbing the UI/UX of main flow of the booking.
4) Chatbot icon may have the size of 130*130 for website.
5) In case if any commercial campaign is passed on by IRCTC to the bidder, the revenue
share will be in the ratio on 70:30 (70% to IRCTC and 30% to Vendor). Revenue
earned due to such business will not count towards Minimum Business Commitment
Value.

3.13.2 IRCTC Ticket Booking Monetization

1) Service Fee for E-Ticket Booking

 An additional fee of ₹10/- per chatbot and WhatsApp-initiated ticket booking
shall be levied on the customer where booking is done through Chatbot based
solution.
2) Revenue Sharing Arrangement
 70% share to IRCTC
 30% share to the Successful Bidder/Technology Service Provider (TSP)
 The above share is subject to the Minimum committed amount
3) Total revenue shall be computed as the sum of:
 Revenue from actual e-ticket bookings made via the Chatbot and WhatsApp Bot
(as recorded in IRCTC’s internal databases), plus
 Advertisement revenue data, as maintained and reported by the successful
bidder.

For Example: If the revenue from Advertisement is Rs. 10,00,000/- for the quarter and
1,00,000 tickets has been booked in the quarter in that scenario. IRCTC shall raise invoice
for the quarter

Revenue Share calculation(If revenue is more than Total Minimum Business Guarantee)
SN Particular Amount
1 Total Advertisement revenue for the quarter(A) 1000000
2 Total revenue from 100000 Ticket Booking in the quarter(B) 1000000
3 Total Revenue(C=A+B) 2000000
IRCTC Share D=C*70% 1400000

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
If IRCTC share is more than the quoted Minimum Business Guarantee than IRCTC will raise
the invoice for the higher value else IRCTC raise the invoice for the Total Minimum Business
Guarantee.

The bidder shall be responsible for developing and maintaining an integrated dashboard that
consolidates both data streams. This dashboard must:

 Provide IRCTC with real-time, seamless access to booking and ad revenue data.
 Facilitate transparent and accurate revenue tracking.
 Include features for data visualization, report generation, and audit trail support.
 IRCTC will conduct audit of the system on itself or through external agencies.

3.14 IT Security, Data Privacy, and Compliance

3.14.1 Ownership and Custody

o All customer data generated or processed through the chatbot shall remain the
exclusive property of IRCTC.
o Bidder/TSP shall have no ownership or retention rights over customer data.
3.14.2 Usage Restriction
o Bidder to ensure that customer interaction data shall not be used for external
model training, marketing, or profiting.
3.14.3 Model Decommissioning
o Bidder to ensure full deletion of chatbot models and associated customer datasets
post-contract.
3.14.4 Hosting Standards:
o Bidder/TSP shall ensure the Data hosting is within India with IRCTC-approved
hosting arrangements.
3.14.5 Regulatory Compliance:
The successful bidder/TSP must ensure full compliance with the following:
o CERT-IN Guidelines (Govt. of India)
o IRCTC’s Information Security and Privacy Policies
o Digital Personal Data Protection (DPDP) Act, 2023
o International best practices, including data encryption, secure transmission, and
access control protocols.

3.15 REPORTING AND MONITORING

The Bidder (TSP) shall provide a dashboard for the reporting and monitoring. Also
ensure robust, transparent, and timely reporting mechanisms to support ongoing
performance evaluation, compliance, and strategic oversight by IRCTC.

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
The following reports shall be submitted at the agreed frequency and report Format
o Booking Summary Report- Total number of bookings completed via chatbot.
o Advertisement Performance Report- Impressions, Click-Through Rates (CTR),
revenue earned, and ad category breakdown.
o Language-wise Interaction Report- Volume and nature of user interactions
segmented by supported languages.
o SLA Compliance Report- System uptime, response time, error rate, system logs,
bot logs and adherence to committed Service Level Agreements.
o Data Privacy & Security Audit Report- Quarterly report covering data handling
practices, access logs, model usage audit, and privacy compliance status.

4. KEY DELIVERABLES AND BENCHMARKS BY THE BIDDER

a) Deployment of a fully functional, IRCTC-branded AI-powered
chatbot/WhatsApp bot across specified channels.
b) Comprehensive end-to-end API integration with IRCTC’s backend systems for
seamless data exchange and functionality.
c) Bidder will integrate IRCTC e-Ticketing application on Chatbot with no cost to
IRCTC.
d) Bidder will not charge any License fee or software/Hardware /infrastructure
cost to IRCTC
e) Support for multilingual conversational capabilities to cater to diverse user
demographics.
f) Implementation of an ad monetization platform, including real-time analytics
and reporting dashboard accessible to IRCTC.
g) Submission of detailed Data Security, Privacy, and Regulatory Compliance
documentation in alignment with applicable standards and IRCTC requirements.
h) All SMS, Email communication with respect to chatbot booking will be managed
by the bidder only.
i) Bidder will be responsible for all software works, integration, architecture and
infrastructure required for running Chatbot and booking through Chatbot.
j) The cost of software and future development to be borne by the bidder and the
software should support integration with all standard browsers and mobile
apps.
k) Bidder needs to support different AD formats i.e. Banner, GIF, Display,
Video(optional), Native etc.
l) IRCTC must have access to various reports in the platform and must be able to
download the report in excel/csv formats.

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
m) A detailed service level agreement with NDA will be signed with the successful
bidder after issuance of LOA with all terms and conditions governing the
contract.
n) In order to ensure business transparency, IRCTC will have the right to conduct
audit of the Bidder System
o) IRCTC's logo should not be used in any form by bidder
(Print/Media/Stationery/Advertisements etc.) without prior written approval of
IRCTC.
p) Bidder has to provide escalation matrix for handling issues.

5. KEY DELIVERABLES BY THE IRCTC

5.1 API Integration Support - IRCTC shall provide the required Web Service APIs of the
e-ticketing application to the successful bidder to enable Reserved Rail e-Ticketing
services through the chatbot channel, accessible via the IRCTC website
([Link]) and IRCTC Rail Connect Mobile Apps (Android & iOS).
5.2 All the customer complaints or queries will be handled by IRCTC only; Successful
bidder will clearly display the contact details on the E-ticketing pages.
5.3 IRCTC may promote AI based ticket booking through its chatbot based solution on
its Travel/tourism website/ app on sole discretion of IRCTC.
5.4 IRCTC shall provide required FAQ’s and railway related information from authentic
sources for integration with Chabot’s enquiry and related information. IRCTC will
arrange API/interface with other portals to have information and ticketing services.
The partner can bring in certain services on approval from IRCTC to provide
additional services to make the product popular and increase visits.
6. CONTRACT PERIOD TERMS AND CONDITIONS
a) Tenure of Contract: The contract period for this tender will be for 3 Years which
may be extended twice for a period of one year (One (1) year + One (1) Year) or part
thereof on satisfactory performance and realization of revenue potential or any
other criteria at the sole discretion of IRCTC.

b) IRCTC shall issue a Letter of Award (LOA) to the successful bidder. By acceptance of
LOA within 15 days of issuance of LOA, the technical integration work shall be
started. Subsequently, an agreement and NDA shall also be signed based on the
terms provided in this Tender document

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
7. CONSORTIUM APPROACH
i. Considering the wide variety of skills and experience needed for the project, a
group of Companies or organizations can form a Consortium and bid for this
project.
ii. The number of consortium members cannot exceed two (2), including the Lead
member.
iii. Prime/Lead Member must have a minimum of 51% stake in the contract value of
project. Prime bidder will provide an undertaking along with Consortium
agreement highlighting the stake of consortium member in the project. IRCTC
may also validate it through various means. The Lead member should throughout
the Contract Period, hold equity share capital not less than 51% (Fifty-one
percent).
iv. In case of Consortium, the Consortium shall necessarily satisfy the Pre-
Qualification criteria, as listed in the applicability column.
v. The Lead Member shall be the prime point of contact for IRCTC and shall be
primarily responsible for the discharge and administration of all the obligations
for this project. The consortium members will individually as well as jointly be
responsible for successful execution of contract.
vi. In case of consortium, consortium members thereof should furnish a Power of
Attorney in favour of the Prime/Lead member, authorizing to submit and sign the
RFP response.
vii. The Prime Bidder shall be required to submit a joint bidding agreement between
the consortium members for the RFP/contract. The Prime Bidder participating
with consortium approach shall define the role of each consortium members in
the RFP response clearly indicating their scope of work or responsibilities and
relationship.
[Link] bidder applying individually or as a member of a Consortium, as the case may
be, can be member of another bidder for the same RFP or any other project
under the same RFP document. The term bidder used herein would apply to both
a single entity and a Consortium. Participation by any company in more than one
consortium will be considered a disqualification for all concerned consortium
applying to this RFP bid.
ix. Sub-contracting is not allowed except for Cloud service provider.
x. MSMEs/ Start-up utilizing the relaxation applicable to MSMEs / Start-up in
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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
Turnover criteria cannot enter into consortium approach after availing the
benefit of relaxation. The consortium approach provisions are therefore not
applicable to MSMEs / Start-up who are bidding with the relaxed criteria.
xi. General:
A bidder shall not have a conflict of interest that affects the bidding process. In
the event of disqualification due to conflicts of interest, IRCTC shall be entitled to
forfeit and appropriate the bid security and/ or performance security, as the case
may be along with any remedy that may be available to IRCTC under the tender
documents and/ or Contract agreement or otherwise. Without limiting the
generality of the above, determining the Conflicts of interest shall be prerogative
of IRCTC. Without limiting the generality of the above, a bidder shall be deemed
to have conflicts of interest affecting the Bidding Process, if:
(a) The Bidder or its Member (or any constituent thereof) and any other Bidder
or its Member (or any constituent thereof) have common controlling
shareholders or other ownership interest, or
(b)A constituent of such Bidder is also a constituent of another Bidder, or

(c) Such Bidder or its Member thereof receives or has received any direct or
indirect subsidy, grant, contractual loan or subordinated debt from any other
Bidder or its Member, or has provided any such subsidy, grant, contractual
loan or subordinated debt to any other Bidder or its Member thereof, or
(d)Such Bidder has the same legal representative for purposes of this Bid as any
other Bidder, or
(e) Such Bidder has a relationship with another Bidder directly or through
common third party/ parties, that puts either or both of them in a position to
have access to each other’s’ information about, or to influence the Bid of
either or each other; or
(f) Such Bidder or any Member thereof has participated as a consultant to IRCTC
in the preparation of any documents, design or technical specifications of the
Project.

8. EVALUATION OF BIDS

8.1 One or Two Packet System

This is a Quality cum Cost Based (QCBS) Two Packet Tender.
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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
8.2 Contents of the Bid
Bidders should take the overall project schedule into consideration while preparing
their offers against this tender. The specific information indicated against each section
must be provided for a meaningful offer. Offers not containing the information sought
might be considered unresponsive and become liable for rejection. The Bid prepared
by the Bidder shall comprise of the following components:
i) Bidders need to provide all necessary information required to comply with bid
security declaration requirement, eligibility and technical evaluation scoring
criteria.
ii) Financial bid in the formats specified in the tender document.
iii) Any other information that is to be submitted during the bidding process and as
appropriate as per the tender.

The bids must be submitted through online mode only. Offline offers submitted shall
be summarily rejected.
8.3 Earnest Money Deposit
a) Bidders are required to deposit EMD of Rs.5,00,000/- (Rupees five Lakhs only). In
case of non-submission of the said EMD, the bid will be summarily rejected.
b) The Earnest Money shall remain deposited with IRCTC for a period of 90 days from
the date of opening of the Tender, or as extended further by bidder on request of
IRCTC, from the date of opening of Tender.
c) No interest shall be payable by the Purchaser on the Earnest Money.
d) The Earnest Money deposited is liable to be forfeited if the bidder withdraws or
amends, impairs or derogates from the tender in any respect within the period of
validity of his offer. The Earnest Money of the successful bidder will be returned
after the SD as required is furnished.
e) The Earnest Money of the successful bidder will be returned after the Security
Deposit, as required, is furnished by them. For unsuccessful bidders, EMD will be
returned after finalization of the tender.

8.4 Language of Proposals

The proposal and all correspondence and documents shall be written in English.

8.5 Tender Evaluation Process

a. IRCTC will constitute a Tender Evaluation Committee (TEC) to evaluate the
responses of the Bidders. The Committee shall evaluate the responses to the
tender and all supporting documents /documentary evidence. Inability to submit
requisite supporting documents/documentary evidence, may lead to rejection.
The evaluation process shall comprise of the following stages:
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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
o Stage 1:
(a) Fulfilment of minimum eligibility qualification criteria would be considered as
qualified for technical evaluation. Such bidders will be evaluated on QCBS basis in
the next step in (b)
(b) Marking will be done as per the technical scoring criteria and who scores
minimum 70 marks in QCBS in the technical scoring criteria will progress to the
stage2.
o Stage 2:
Financial bid opening and evaluation will be done for all those bidders who qualify the
stage 1
o Stage 3:
QCBS: - The bidder who emerges as H1 on combined technical and financial evaluation
will be selected. The formula for QCBS with examples is given elsewhere for
clarification.
b. In the event of the specified date of bid opening being declared a holiday for IRCTC,
the bids shall be opened at the appointed time and location on the next working day.

c. The decision of the Committee on the evaluation of responses to the tender shall be
final.

d. During evaluation of bids, IRCTC may, at its discretion, ask the bidder for a
clarification of its bid including documents. The request for clarification and the
response shall be made in writing. If the response to the clarification is not received
before the expiration of the deadline prescribed in the request, IRCTC reserves the
right to evaluate bids based on available documents which may also lead to rejection
of the bid. The request for clarification and response shall be in writing, and no
change in the price or substance of the tender shall be sought, offered or permitted.
The bidder will not be permitted to make any changes substantially in the bid at the
stage of clarification.

8.6 Eligibility Criteria

Following are the mandatory Eligibility Criteria for the bidder-

# Paramet Eligibility Criteria for the Credentials to be Applicability

er bidder provided by the bidder

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
1 Company The bidder/consortium  Certificate of Sole bidder /
Existence must fulfil all of the Incorporation Consortium all
(Mandator following:  Copy of PAN Card members
y)  Copy of GST
registration certificate
a) Bidder must be a Legal
 Consortium agreement (if
Entity i.e. Should be an
applicable)
organization registered
 Letter from Company
under the provisions of the Secretary/ Statutory
Indian Companies Act, 2013/ Auditor* for operating
Companies Act, 1956 or a business for last 5 years
partnership firm registered as on date of bid
under the Indian Partnership submission (Relaxed to
1.5 Years for MSE &
Act, 1936 or the Limited Startups)
Liability Partnerships Act,
2008 or an organization
registered under society Act.

b) Registered with the Income

Tax (PAN) and GST (GSTN)
Authorities in India with
active status
c) Should have been
operating for the last 5
years as on date of bid
submission- (Relaxed to 1.5
Years for MSE &
Startups)

d) Should have at least one

registered office in INDIA

2 Bidder’s The bidder should provide all a) Cover letter signed by Sole bidder or
informatio the contact details (Mobile, an authorized signatory prime/leading
n email & address) of the of the bidder member of
b) Copy of Power of consortium
company along with CEO
Attorney (PoA)
contact details OR
Certified copy of Board
Resolution (BR)
3 Financial The average annual financial Annual Audited Financial Sole bidder or
Turnover turnover of the bidder during Statements and CA Prime/Leading
the last three financial years Certificate, clearly member of
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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
i.e. 2022-23, 2023-24 and mentioning the Annual consortium.
2024-25 must be at least Rs 5 Turnover for F.Y. 2022-23,
Cr in Chatbot and Messaging and 2023-24; CA certificate
based customer platform for 2024-25.
Services.

Relaxation for MSEs/Startup:

Note: In CA Certificate,
The average annual financial
UDIN Number is
turnover of the bidder during
mandatory. CA Certificate
the last three financial years
without UDIN Number will
i.e. and 2022-23, 2023-24 and
not be considered.
2024-25 must be at least Rs.
1.30 Cr.

4 Relevant The Bidder must meet the  Work Order or Contract Sole bidder or any
Project following cumulative Agreement – Indicating member of
experienc experience criteria: development and consortium
e- deployment of the AI-
a) Successfully developed,
Chatbot/ driven chatbot (Gen
deployed, and operated at
WhatsApp AI/Agentic AI-based) for
least one AI-driven chatbot
ticketing/travel/customer
or WhatsApp solution
service.
(based on Generative AI or
Agentic AI) for ticketing,  Client Letter of
travel, or a major customer completion /ongoing
service platform. project – Confirming
successful execution,
b) The chatbot solution must
chatbot usage volumes,
have handled a minimum 1
and revenue details/ In
crore user queries
case of ongoing project,
annually.
the bidder should have
achieved the relevant
revenue requirement as
on date of submission of
bid.

OR

CA-certified statement or
client certificate of
chatbot handling at least

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
1 crore queries annually.

4 Monetizat The bidder must have Work Order or Contract Sole bidder or
ion successfully executed a work Agreement- indicating lead member of
Experienc for rendering and generating revenue generation consortium
e through revenue through digital ads through digital ads.
Ads against single work of order
 Client Letter of
value of average 1 Crore
completion /ongoing
annually (Revenue generated
project – Confirming
through Digital
successful execution with
advertisements) awarded to
revenue details/ In case
bidder in India in the last
of ongoing project, the
three (3) financial years (i.e.
bidder should have
2022-23, 2023-24 and 2024-
achieved the relevant
2025) and till date
revenue requirement as
OR on date of submission of
bid.
Two works, each work having
revenue generation of Revenue Proof – CA-
minimum of Rs. 80 lakhs certified statement or
annually through the above client certificate clearly
mentioned experience mentioning Revenue
generated through Digital
Relaxation for MSEs/Startup:
advertisements
The bidder must have
successfully executed a
similar work as mentioned
above against single work of
order value of Rs. 30 lakhs.
OR

Two works, each work having

revenue generation of
minimum of Rs. 24 lakhs
through the above
mentioned experience

5 Language Demonstrated experience Proof of deployment such Sole bidder or any

with at least Three Indian as screenshots, client member of

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
Capability Languages (Hindi, English and certification, or relevant consortium
any other in a live production URLs with description
environment.

6 Certificati ● ISO 27001:2015 (for data Copy of valid Certificates Sole bidder or any
ons security) member of
consortium

7 No The bidder should not be Declaration from bidder on Sole bidder or all
fraudulent currently blacklisted or have its letterhead. members of
practices appeared their name in the consortium.
or negative / black list of any
blacklisting public sector undertaking
(Mandator /Government organization
y) from the last three (3) years
to the date of opening of the
bid for any breach of
applicable laws or violation of
regulatory prescriptions or
breach of agreement. The
bidder should not have been
defaulted on any bank/
financial institute.

9 Cloud and IRCTC Chatbot will be An undertaking in the Sole bidder or

Data deployed on MeitY- letter head of the bidder lead member of
storage empaneled Cloud Service mentioning the CSP consortium
Provider
10 Technical Bidder should have a An undertaking in the Sole bidder or
Support/ dedicated support team to letter head of the bidder lead member of
handle all types of issues to provide a dedicated consortium
(technical and nontechnical) support team to handle
encountered during the technical and
lifetime of project. nontechnical issues

Note: (i) The documents submitted by the successful applicants, in compliance to the
eligibility conditions shall be subject to verifications by IRCTC itself or through an agency
(Expert in Forensic Audit) appointed by IRCTC, for which all necessary documents shall have
to be essentially provided by the bidder, if so required. If the successful bidder is found to be
ineligible on such verification, the letter of award will be terminated along with forfeiture of
EMD (if any)/Security Deposit/ other deposits such as License Fee, Concession Fee, etc. In

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
such eventuality the successful bidder will also be debarred for 03 years from participating in
the future projects of IRCTC.
(ii) In CA Certificate, UDIN Number is mandatory. CA Certificate without UDIN Number will
not be considered.
8.7 Technical Scoring Criteria
a) Technical bids of those bidders who meet the minimum eligibility criteria will be
evaluated based on technical evaluation criteria as tabulated below.
b) The technical bids that score at least 70 marks out of 100 will be considered for
financial bid opening. The technical bids that scores less than total 70 marks out of
100 will be disqualified.
c) Every technical bid shall be awarded an absolute technical score of ‘T(s)’ marks out of
a total of 100 marks.
d) It may be noted that any reference / mention of the financial quote or price schedule
in the technical bid shall be at the bidder’s risk and may result in rejection of the bid.
IRCTC may ask bidder(s) for additional information to verify claims made in their
technical bid document, at any point of time before opening of the financial bid.
e) If there is a change in the status of the bidder which may lead to non-compliance to
the eligibility criteria, at any stage during the bid process till the award of the contract,
the bidder should immediately bring the same to the notice of IRCTC. In this case,
IRCTC may take appropriate steps which may also lead to rejection of the bid.

8.8 Technical Evaluation (Technical Score- QCBS)

Evaluation Max Documents to be
[Link]. Criteria
Parameter marks provided
A Project Experience ( Latest within two years as 20
of opening of bid)
a) The Bidder should have Experience 10 Client certificate and
successfully developed, live demo
• More than 03
deployed and operated AI
projects=10 marks
driven chatbot solution (GenAI
/LLM or Agentic AI projects in • 1-3 projects=05
production) in atleast three Marks
languages with average daily
users of more than 1000 for
ticketing, travel, or major
customer service platform.

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

b) Chatbot must have handled – at Average queries 10 Client

least 1 Crore queries annually handled annually: certificate/dashboard
• Above 2 Crores report and live demo
Queries handled =
10 marks
• 1Crore – 2Crore
Queries handled=
05 marks
B Multilingual Automation Capability (Latest 30
within two years)
a) Demonstrated experience with • Above 10 Indian Client Certificates
at least “Three Indian Languages = 30
Languages other than Hindi and marks
English” in a live production • 3 - 10 languages=20 30
environment through marks
automation like ASR using • Up to 3 languages
AI/ML technology. =10 marks
C Technical Presentation- Live demo and 50
architecture presentation
Demonstration of active use of Gen AI/ Agentic AI Live demo of existing
Technologies on live solutions: systems along with
i. Technical approach and methodology and presentation
architecture– 30 marks
 Use of Gen AI with low hallucination- the
following will be tested -30 marks
▪ Chatbot handling typos, voice queries
▪ Executing tasks via API calls
▪ Intent and session management
▪ Multiple prompt handling
▪ ML capabilities
▪ Multi-lingual capability
▪ Overall UI/UX
▪ Architecture discussion
▪ End to end transaction processing.
 Agentic AI workflow- 10 marks
Multiple integrations to have seamless user
experience.
 Proposed Architecture, Work plan, activity

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
schedule and timelines – 10 marks

Total (A+B+C) 100

The bidders scoring at least 70% marks will be evaluated at the next stage of financial bid
8.9 Tender Evaluation Criteria
The technical proposal will be evaluated only for those bidders who fulfil the minimum
eligibility criteria as given under Para ‘Eligibility Criteria’ in this RFP including both
qualification and minimum 70 marks in Technical criteria (QCBS) will only be evaluated for
the financial bid. The selection of the successful bidder will be done on the basis of QCBS
criteria with 70% weightage to the technical marks and 30% weightage to the financial
quote in the following stages. IRCTC’s Decision in respect to evaluation methodology and
short-listing the bidder will be final and no claims whatsoever in this respect will be
entertained.
Stage 1:
(a) Fulfilment of minimum eligibility qualification criteria would be considered as
qualified for technical evaluation.
(b) Marking will be done as per the technical qualifying criteria and who scores minimum
70 marks in QCBS in the technical qualifying criteria will progress to the stage2.
Stage 2: Financial bid opening and evaluation will be done only for those bidders who
qualify the stage 1
Stage 3: QCBS: - The bidder who emerges as H1 on combined technical and financial
evaluation will be selected. The formula for QCBS with examples is given for
clarification.
The maximum marks (Total score) for technical evaluation will be 100. It would be
normalized as under for each bidder: -
Total Score = 0.7 x T(s) + 0.3 x F(s) where T(s) stands for technical score and F(s) for Financial
score.
In the event the bid composite bid scores (Total Score) are ‘tied’, the bidder securing the
highest technical score will be selected for award of the Project. It is further elaborated only
for the purpose of better understanding of the bidders: -
a) Technical Score “T(s)” calculation of Bidders (QCBS basis)
The Highest Technical score of a Bidder will be the Maximum Score. The bidder with the
highest technical score shall be allocated a T Score of 100.
T score of current bidder = Score of Current Bidder X 100/ Maximum Score
For example;

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
Bidder Bidder Score Maximum Score T Score T(s)
A 90 90 (90*100/90)= 100
B 85 90 (85*100/90)= 94.44
C 80 90 (80*100/90)= 88.88
D 65 -- Disqualified for
financial bid opening.

The Financial bid of the bidders who qualify in Technical Evaluation, viz., bidders A, B and C
shall be opened.
b) Financial Score “F(s)” calculation
The financial bid of the technically qualified bidders will be opened and such bidders will be
ranked as FH1 (Financial Highest-1), FH2, FH3, etc. on the basis of their Bid Value in
descending order. For Example, the bidder quoting highest Total Minimum Business
Commitment (TMBC) will be FH1 and the bidder quoting second highest TMBC will be FH2
and so on:
F Score of the current bidder = 100* Quoted TMBC/ Highest TMBC received
For example,
Bidder TMBC quoted by Highest TMBC Financial Score F(s)
bidder (₹, in Cr.) received(₹, in Cr.)
A 7 8.5 100 × (7.0 / 8.5) =
82.35
B 7.2 8.5 100 × (7.2 / 8.5) =
84.71
C 8.5 8.5 100 × (8.5 / 8.5) =
100.00

c) QCBS based Total Scoring

Total Score = 0.7 x T(s) + 0.3 x F(s)
Where, T(s) stands for technical score and F(s) for Financial score

Bidder T Score F Score Combined Score

0.8 x T(s) + 0.2 x F(s)
A 100 82.35 0.7×100 + 0.3×82.35 = 94.71
B 94.44 84.71 0.7×94.44 + 0.3×84.71 = 91.52
C 88.88 100 0.7×88.88 + 0.3×100 = 92.22

After Calculation of Combined Score Bidder A has got the highest score of 100 and is H1.
Hence, as per this example, Bidder A is the successful bidder.

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
8.10 Award of Contract
The bid will be awarded to bidder scoring Highest Total Score (H1) as per the Method of
Selection explained above. In case of a tie in the total score, the bidder with the higher
technical score will be selected. IRCTC reserves the right to accept or reject any bid and
to annul the bidding process and reject all bids at any time without thereby incurring any
liability to the affected bidder or bidders, with or without assigning any reason.

8.11 Integrity Pact

 It is required to have an Integrity Pact signed with the bidders as per “Annexure-VII”.
The Pact would be an agreement between the prospective bidders and IRCTC
committing the officials of both the parties, not to exercise any corrupt influence on
any aspect of the contract.
 Bidder will have to sign integrity pact by affixing his signature on each page of the pre
signed copy of integrity pact for that tender, which will be a part of Eligibility Criteria.
8.12 NDA - Non Disclosure Agreement
 The successful bidder shall sign a Non-Disclosure Agreement (NDA) with IRCTC within
30-days from the date of acceptance of work order. The format of the NDA is given in
“Annexure-VIII”.

9. FINANCIAL BID
The Financial bids of only Technically Qualified Bidders who scores more than 70 % in
QCBS standards would be opened. The Financial Bid should be filled online only as per
the format provided in the Annexure-II. No deviations from this format will be accepted.

10. PAYMENT TERMS

10.1 Deposit of Total Minimum Business Commitment Value to IRCTC
i. Total Minimum Business commitment value to IRCTC, is required to be paid by
the bidder in advance on Quarterly (03 months) basis.
ii. Minimum Business Commitment to IRCTC (1st quarterly advance payment), is
required to be paid by the bidder, within 30 (Thirty) days from the date of issue
of invoice after acceptance of LOA.
For example: -

If the bidder has quoted a Total Minimum Business Commitment (TMBC) of ₹9

crores for a period of 3 years, the advance payment obligations to IRCTC shall be
as follows:

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
 Total Duration: 3 years = 36 months
 Annual Advance Payment = ₹9 crores ÷ 3 years = ₹3 crores per year
 Quarterly Advance Payment = ₹9 crores ÷ 12 quarters = ₹0.75 crores (i.e.,
₹75 lakhs per quarter)

Accordingly, the bidder shall be required to:

 Pay ₹3 crores per year to IRCTC, split across 4 quarters, and

 Remit ₹75 lakhs in advance at the beginning of each quarter

These quarterly advance payments must be made within 15 (fifteen) days from
the date of issue of the invoice by IRCTC, as mentioned in point 10.3.

iii. Advance deposits can be made through NEFT, RTGS, or online payment transfer,
and the payment details must be submitted to IRCTC for confirmation and
account credit
iv. All payment in favor of IRCTC should be in Indian Rupees and no foreign
exchange/import license shall be provided.
v. Any delay in payment of Minimum Business Commitment Value to IRCTC will
attract an interest of 12% per annum (Annualized for the number of days of the
delay).

10.2 Security Deposit

i. Bidder will be required to deposit 5% of the Annual Minimum Business
Commitment value with IRCTC in the form of security deposit (through Demand
draft/Online Bank transfer).
ii. The successful bidder shall pay the advance payment of the security Deposit
within 30 (Thirty) days from the issuance of LOA.
iii. If the Security Deposit is not received within 30 (Thirty) days from the issuance of
LOA, IRCTC reserves the right to cancel the contract. If the Security Deposit
payment is delayed and accepted by IRCTC then interest will be charged on the
delayed period @12% interest per annum.
iv. IRCTC reserves the right to terminate the contract for any further delay in
payment of Security Deposit or/and applicable Interest thereafter.
v. The Security deposit will remain with IRCTC till the completion of the work of
Three (3) years or any extension thereafter. Security deposit will be refunded
without any interest after adjusting outstanding/penalty/dues amount, if any.

10.3 Invoicing
a. Invoicing of Advance

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
i. First Payment: IRCTC will raise a Quarterly (03 months) invoice in
advance and the party should make the payment along with Security
Deposit within one month of the invoice raised.
ii. Subsequent Payment: IRCTC will issue a Quarterly / 03 months’
invoice, one month in advance before the completion of the previous
period, based on the guaranteed value quoted by the selected
bidder.
b. bidder should make the subsequent payment of Invoice value with applicable
taxes, within 15 days from date of receipt of the invoice from IRCTC end. Late
payments will incur an interest charge at the rate of 12% per annum.
c. Recurring Payment Defaults: In the event of recurring payment defaults of the
advance amount by the selected bidder, IRCTC reserves the right to terminate
the contract as a breach of contract and security deposit and quarterly advance
payment will be forfeited.
d. It is bidder’s responsibility to comply with all tax related laws, payment of TDS
as applicable for all payments made to IRCTC.
e. IRCTC reserves the right to recover any outstanding dues from the bidder by
adjusting/forfeiting the same against advance payment of the bidder or
security deposit or any amount payable to the bidder either under this contract
or any other contract.
f. under no circumstances, the revenue quoted will be reduced except under the
special circumstances mentioned in the document.

10.4 Go-Live
a) Bidder will be allowed to go live post technical integration in both the
platform of IRCTC/Indian Railway website and App only after submission of
quarterly Advance payment of Total Minimum Business Commitment Value
and Security Deposit mentioned above at 10.1 and 10.2 above have been
deposited.

b) Project should be made Live on all the platforms (IRCTC website homepage
([Link]) and IRCTC connect App homepage along with Indian Railway
Website and App) within three (3) months of issuance of LOA to the
successful bidder.

c) In case if implementation is delayed from IRCTC end, then no penalty shall

be imposed on the bidder.

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
d) IRCTC reserves the right to terminate the contract in case frequent delays in
Go Live date from the proposed date.

e) Timelines for Delivery and Implementation Phases:

i. Go-Live across all the IRCTC properties as per scope of work, will be
maximum up to three (3) months from the date of issue of LOA.
ii. Any revenue generated through partial implementation before Go-
Live date will be shared with IRCTC in the ratio of 70:30 (70% to
IRCTC: 30% to Successful Bidder).
iii. If the Go Live date is not finalized within three (3) Months of issue of
LOA, then IRCTC will start raising invoices to the bidder on Quarterly
Minimum Business Commitment value after completion of three (3)
months from the date of issue of LOA.
iv. Any delay in Go Live from the proposed date (i.e. 3 months from the
date of issuance of LOA), will attract an interest of 5% per annum
(Annualized for the number of days of the delay) or additional
business value may be adjusted from the security deposit for the
delayed period.

Points to note: -
a) Tender Period will be of Three (3) years with provision for extension of 1+1 year.
b) Extension: The contract may be extended further for a period of 1+1 year or part
thereof at the sole discretion of IRCTC subject to the same terms and condition of
the tender document with an increment of 10% on Annual Minimum IRCTC
Business Commitment value for the extension period.
c) The bid is invited from the bidder on Total Minimum Business Commitment for
the period of Three (3) years to IRCTC and the bidder who qualifies the QCBS
criteria will win the tender.
d) IRCTC reserves the right to terminate the bidding process at any time and
participation in the tender does not give any entitlement to the bidder.
e) The bidding value Total Minimum Business Commitment should be in positive
numbers only. Total Minimum Business Commitment amount can be expressed up
to two decimal places only.
f) GST as applicable will also be charged over and above quoted Total Minimum
Business Commitment.
g) IRCTC shall raise the invoice of quarterly minimum Business Commitment values
or revenue share calculated based on the reports of dashboard provided by the
bidder, whichever is higher.
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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
h) The % of revenue share between IRCTC and the bidder will be 70:30 (70% to
IRCTC: 30% to Bidder).
i) Service Fee- An additional fee of ₹10/- per chatbot/ WhatsApp bot -initiated ticket
booking shall be levied.
j) For every ticket booking Revenue Sharing Arrangement will be 70% share to IRCTC
and 30% share to the Successful Bidder/Technology Service Provider (TSP)
k) If bidder is not able to achieve the quarterly minimum Business Commitment,
then IRCTC will raise the invoice for Quarterly Minimum Business Commitment
value.
l) If Bidder generates the higher revenue than the Quarterly Minimum Business
Commitment, then IRCTC will raise the invoice for the higher business value.
m) Payment shall be made by successful bidder within the fifteen (15) days from the
date of Invoice.
n) Any delay in payment of quarterly invoice will attract an interest of 12% per
annum (Annualized for the number of days of the delay) or additional business
value may be adjusted from the security deposit for the delayed period.
o) IRCTC reserves the right to offline the services or cancel the contract in case
frequent defaults or delay in payments.

11. SLA & PENALTY CLAUSE

The Service Levels mentioned below are expected to be delivered by the Bidder during the
course of the Project. This Service Level Agreement (SLA) between the IRCTC and the
successful Bidder will become part of the Agreement signed between the two parties.
Following SLA shall be applicable during the Operations Phase Penalty would be levied on
Bidder on non-achievement of SLAs for the period under consideration.
The successful bidder has to provide uninterrupted services and operations throughout the
contract period.
S. Parameter Target How to Check Penalty for Non-
No. Compliance
1 System Uptime ≥ 99.5% Automated uptime ₹10,000 per 0.1%
(All Platforms) per monitoring reports; IRCTC shortfall per month
month audit logs beyond 0.5%
downtime threshold
2 Bot Reply Time ≤3 Average response time ₹2,000 per instance
(Web/App) seconds from server logs where >5% queries
in a day exceed 3
seconds
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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
3 Booking Success ≥ 95% Monthly transaction logs ₹5,000 for every 1%
Rate from IRCTC and bidder drop below
dashboard threshold per month
4 Language ≥ 90% Random sampling of multi- ₹5,000 per month if
Understanding language chat transcripts; average accuracy
Rate user feedback reports drops below
threshold in two or
more supported
languages
5 Restricted - Any reported incidence or IRCTC may disable
Category Ad observation/monitoring by the chatbot-based
served on chatbot IRCTC solution till such
based solution by time the problem is
the Bidder. resolved by the
Bidder. A penalty of
Rs.10,000 per
incident may be
imposed.
6 Data breach or Any confirmed incident The bidder to make
Security incident good any direct
financial loss.

12. CONSIGNEE & DELIVERY ADDRESS:

Consignee: Group General Manager/IT-1
Indian Railway Catering and Tourism Corporation Limited,
Internet Ticketing Center,
2nd Floor, Tower-D,
World Trade Centre, Nauroji Nagar, New Delhi-110029

13. INTELLECTUAL PROPERTY RIGHTS (IPR)

13.1 Ownership of Intellectual Property:

All intellectual property—including but not limited to e-ticketing application on
Chatbot/WhatsApp, software code, audience segments, dashboards, data,
documentation, processes, and configurations, WhatsApp number, WhatsApp Business
API Profile —developed exclusively for IRCTC under the scope of this project shall be the
sole and exclusive property of IRCTC.
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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
13.2 Restrictions on Use:
The bidder shall not use, replicate, distribute, or commercialise any intellectual property
developed during the execution of this contract for any third-party use without prior
written consent from IRCTC.
13.3 Third-Party IP:
If the solution includes third-party software or services, the bidder must ensure all
necessary rights, licenses, and permissions are obtained and IRCTC is indemnified
against any IPR-related claims from such third parties.
13.4 IP Transfer Upon Completion or Termination and migration of application:
The source code and architecture documentations should be put in third party escrow
arrangement on regular intervals. It will be audited and the updation of codes will be
ensured. The bidder has to bear the cost of the service. Upon successful completion or
termination of the contract or any premature termination, the bidder shall promptly
transfer all deliverables and associated intellectual property of the solution developed
to IRCTC, including source codes, credentials, and technical documentation. The bidder
should commit to make smooth transition at the end of the contract including KT,
keeping the key functionaries at the disposal of IRCTC for 3 months after the contract
end.

14. TERMINATION OF CONTRACT:

14.1 In the event of default, IRCTC may issue a notice of 15 days to remedy or make
good such breach in spite of such notice in writing, if Bidder fails to remedy the
breach reasonably, it shall be lawful for IRCTC to terminate the contract with
forfeiture of security deposit and quarterly advance payment. The decision of
IRCTC shall be final and binding on the bidder.
14.2 IRCTC shall be entitled to terminate the contract forthwith with three months’
notice in case of serious and repeated defaults.
14.3 Events of Default:

14.3.1 Regular instances of non-payment of IRCTC revenue as agreed above

14.3.2 Willful Negligence in responding to IRCTC related to the performance

of Bidder scope of work under this project.
14.3.3 Any other act which is against the interest of IRCTC. Bidder and IRCTC
have agreed that upon expiry or termination of this project, both
parties shall pay the other amounts due and payable at the date of

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
termination.
14.3.4 Repeated defaults in payments during the contract period
14.3.5 Unauthorized data transfer to third party.

15. EXIT CLAUSE

15.1 IRCTC may at any time at its sole discretion and without giving any reason or any
prior notice terminate or temporarily suspend the Successful bidder's access to all
or any part of the services. IRCTC may also terminate pursuant to any new
regulations issued by Govt. or any regulatory compliance due to which there is
disruption or stoppage of the service. No Claim / Compensation for any
consequential loss on account of such termination or suspension will be
entertained.
In such eventuality, the Security Deposit and Advance Payment will be refunded on
pro-rata basis after deducting all the pending dues, if any, to the successful bidder.
15.2 Bidder may exit the arrangement by giving 90 day’s prior notice to IRCTC.

In such eventuality, Security Deposit and advance payment will be refunded after
deducting all the pending dues, if any

16. SERVICE AGREEMENT

The successful bidder shall be required to enter into a Service Agreement with IRCTC
upon issuance of Purchase Order/Award of Contract by IRCTC or within such extended
period as may be specified by IRCTC.

17. DEFAULT BY SUCCESSFUL BIDDER

Bidders must note that this is a very critical and crucial project for IRCTC and hence
bidders are expected to show absolute seriousness for this project. The following action of
successful bidder shall be treated as serious default on the part of successful bidder:
a) Withdrawal from the project after receiving the purchase order/LoA.
b) Leaving the contract in-between at any time during the project implementation
and support period.
c) Non-delivery of project, including warranty support period, after receiving of
purchase order
d) Wrong information supplied
e) Sharing of IRCTC access credentials with any third party.
f) Unauthorized data transfer to third party

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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
In above mentioned conditions the bidder shall be treated as ‘defaulter’ and IRCTC shall
have the right totake appropriate action against the defaulter including but not limited to:
a) Confiscate the Advance invoiced amount if any, and/or
b) Stop any payment to defaulter pending for delivered IT systems/services/tool,
and/or
c) Debar the defaulter from any engagement with IRCTC for at-least next 3 years,
and/or
d) Termination of contract in whole or part thereof.

18. ARBITRATION

a. A dispute, difference or controversy regarding the validity, interpretation or the

rights and obligations arising out of, or in relation to, or howsoever arising under or
in relation to this Contract between the Parties, and so notified by either Party to the
other Party (the “Dispute”) shall be subject to the dispute resolution procedure set
out hereinafter.

b. Amicable settlement: The Parties agree that in case of any Dispute or difference
between the parties, the same shall at first instance be settled amicably between
them. For this purpose, both the Parties shall be represented by any of its officials or
employees with sufficient knowledge and authority over the subject matter of the
Dispute.

c. Arbitration: In case the, parties are unable to resolve the Dispute through amicable
settlement, the Parties shall refer the Dispute to Arbitration.

d. The Arbitration shall be conducted by an Arbitral tribunal comprising of a Sole

Arbitrator to be mutually appointed from IRCTC’s empaneled Arbitrators. Arbitration
proceedings shall be conducted as per aegis of Arbitration and Conciliation Act, 1996.
The seat of Arbitration shall be the place where the contract is executed.

e. Any decision or award resulting from Arbitration shall be final and binding upon the
Parties. The fees and expenses of the Arbitration tribunal and all other expenses of
the Arbitration shall be jointly borne by the Parties in equal proportion.

f. Pending the sub mission of and/or decision on a dispute, difference or claim or until
the arbitral award is made; the parties shall continue to perform all of their
obligations under this Agreement without prejudice to a final adjustment in
accordance with such award.

g. Performance during Dispute: Save in such cases where the dispute has a risen due to
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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
premature termination, performance of this Contract shall continue during the
settlement of any Dispute under this agreement. The provisions for dispute
settlement shall be binding upon the successors, assigns and any trustee or receiver
of either the parties. In case of premature termination, of the agreement.

19. FORCE MAJEURE:

Neither party shall be liable for failure to perform or delay in performing any obligation
under this contract if the failure or delay is caused by any reason of any war, or
hostility, acts of the public enemy, civil commotion, sabotage, accidents, fires,
floods, explosions, epidemic, quarantine restrictions, strikes, lockouts, or acts of God
or such other eventualities which are beyond the control of the party, herein
after referred as events and provided notice of happening of any such eventuality is
given by either party to the other within seven days from the date of occurrence
thereof neither party shall by reason of such event, be entitled to terminate the
Contract, nor shall either party have any claim for damages against the other in
respect of such nonperformance or delay in performance and deliveries under the
Contract shall be resumed as soon as practicable after such events as they come
to an end or ceased to exist.
20. INFORMATION SECURITY, COMPLIANCE AND AUDIT REQUIREMENTS

21.1. Information Security

a. The bidder and its deputed personnel shall not share and/or transmit any material,
information that contains IRCTC data/application details to any third party and/or
third party app without approval of competent authority of IRCTC.
b. The bidder shall ensure that all necessary security measures are taken for the security
in order to prevent any un-authorized access to IRCTC application and data.
c. The bidder shall, upon termination of this agreement for any reason, or upon demand
by IRCTC, whichever is earliest, return any and all information provided to the bidder
by IRCTC, including any copies or reproductions, both hardcopy and electronic.
d. The bidder acknowledges that IRCTC’s business data and other proprietary
information and materials, whether developed by IRCTC or being used by IRCTC
pursuant to an agreement with a third party (the foregoing collectively referred to
herein as “proprietary information”) are confidential and proprietary to IRCTC; and
the bidder agrees to use reasonable care to safeguard the proprietary information
and to prevent the unauthorized use or disclosure thereof, which care shall not be
less than that used by the bidder to protect its own proprietary information. The
bidder recognizes that the goodwill of IRCTC depends, among other things, upon the
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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
bidder keeping such proprietary information confidential and that unauthorized
disclosure of the same by the bidder could damage IRCTC, and that by reason of the
bidder’s duties hereunder. The bidder may come into possession of such proprietary
information, even though the bidder does not take any direct part in or furnish the
services performed for the creation of said proprietary information and shall limit
access thereto to employees with a need to such access to perform the services
required by this agreement. The bidder shall use such information only for the
purpose of performing the said services.
21.2. Confidentiality

a. The bidder shall not use Confidential Information, data, name or the logo of IRCTC
except for the purposes of providing the Service as specified under this contract;
b. The Bidder acknowledges that all information, materials, and documents provided
in after the commencement of the purported tender (collectively referred to as
"Information") are confidential and proprietary. The Bidder agrees not to disclose,
reproduce, distribute, or utilize the Information for any purpose other than the
specified evaluation or purpose without prior written consent from the disclosing
party. The Bidder shall take reasonable measures to safeguard the confidentiality
of the Information and shall not provide, directly or indirectly, the documents or
any information contained therein to any third party for any other services,
projects, or purposes without explicit written authorization from the disclosing
party.
c. The bidder shall sign a Non-Disclosure Agreement (NDA) with IRCTC. The bidder
will be held responsible for any breach of the NDA by its antecedents, delegates,
personnel or sub-contractors. The format of the NDA is provided in Annexure-V:
Non-Disclosure Agreement (NDA).
21.3. Statutory Compliance:

During the tenure of this contract nothing shall be done by the bidder in contravention
of any law, act and/or rules/regulations, there under or any amendment thereof and
shall keep IRCTC indemnified in this regard. The bidder shall comply and ensure strict
compliance by his/her employees and agents of all applicable Central, State, Municipal
and Local Laws and Regulations and undertake to indemnify IRCTC from and against all
levies, damages, penalties and payments whatsoever as may be imposed by reason of
any breach or violation of any law, rule, including but not limited to the claims against
IRCTC under Employees Compensation Act, 1923, The Employees Provident Fund and
Miscellaneous Provisions Act, 1952, The Contract Labour (Abolition and Regulation)
Act 1970, Factories Act, 1948, Minimum Wages Act and Regulations, Shop and
Establishment Act and Labour Laws which would be amended/modified or any new act
if it comes in force whatsoever, and all actions claim and demand arising therefrom
and/or related thereto.
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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

BID DOCUMENT PART-II: ANNEXURES OF THE TENDER

Annexure: I – Cover Letter /RFP Application Form

(On Bidder’s Company letterhead)

Dated: __________

To,

GGM/IT
IRCTC/CO/NEW DELHI

Respected Madam/Sir,

Subject: …..
Reference: E-Tender No. 2025/IRCTC/CO/SER/Chatbot ASKDISHA
We, M/s……………………………………………… having read, examined and understood in
details all the conditions of above referred e-tender to execute this work of “Chatbot
AskDisha on IRCTC and Indian Railway Website and Mobile App for a period of Three (3)
Years” at the rate quoted by us in the Financial bid and hereby bind ourselves to complete
the work in all respects with the service period mentioned in the tender document. We
hereby agree to abide by the scope of work and all the term and conditions of the tender
documents that include SOR, and General Terms and Conditions of the above referred
tender.

We also agree to keep this offer open for acceptance for a period of 120 (One Hundred and
Twenty) days from the date of opening of this tender.

We also agree that until a formal agreement is prepared and executed, the issuance of
purchase order shall constitute a binding contract between us as per the terms and
conditions of the tender document subject to modification, as may be mutually agreed to
between us as indicated in the letter of acceptance of our offer for this work.
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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

Bidder’s Details are given as under:

S. No. Description To be filled in by bidder

1. Full name of the Bidder Entity

2. Full address, telephone numbers, fax numbers, and email

address of the Primary office of the Bidder Entity

3. Name, designation, contact numbers, email and full address of

the Chief Executive Officer or equivalent of the bidder's entity.

4. Full address, telephone and fax numbers, and email addresses of

the office of the organization dealing with this tender.

5. Name, designation, full office address, including telephone

number(s) and email, of the person who is authorized to submit
the bid with his/her signatures (i.e. authorized signatory).

6. Name, designation and full address of the person dealing with

the tender, his/her telephone, mobile, Fax and email address

7. MSE/Startup Category (indicate the category if the bidder

belongs to such category, else mention ‘Not applicable’)

8. Submit the MSE/Start-up Certificate if applicable

Bidder:

Signature …..............…………
Name of the Authorized Signatory……........……………
Designation: ………………………
Company Seal ……….........………….
Date: ……………………………………………

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
Annexure: II –Schedule of Rate (SOR)*

Indian Railway Catering and Tourism Corporation

Financial Bid
Tender No. E-Tender No. 2025/IRCTC/CO/SER/Chatbot
ASKDISHA
Subject E-Tender for the Selection of Technology
Service Provider (TSP) for Development,
Deployment, Operation and Ad Monetization
of AI-based Chatbot Solutions for IRCTC
Services
Name of the Firm
[Link]. Description Rs. (In Figure) Rs. (In Words)
Excluding GST Excluding GST
1. Total Minimum Business To be submitted To be submitted only in
Commitment (TMBC) only in the the Financial bid packet
exclusive to IRCTC for the Financial bid
period of Three (3) years. packet
(without GST)
Note
1 In case of discrepancy in the amount quoted in Figure and words, the
amount written in words will be taken into consideration.
2 Only Positive Numbers (Both integer as well as decimal) are allowed. Total
Minimum Business Commitment value(TMBC) amount can be expressed up
to two decimal places only.
3 Total Minimum Business Commitment Value (TMBC) should be in Rupees.
4 Tender will be for the initial period of 3 Years with provision for extension of
1+1 year.
5 GST as applicable will also be charged over and above IRCTC Share.
6 Bidder will be required to deposit 5% of the Annual Total Minimum Business
Commitment value with IRCTC in the form of security deposit.

*To be submitted only in the Financial bid packet duly digitally signed as per template in
excel sheet and as per guidelines of RFP and tender wizard portal.

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 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services

Annexure III- List of Blocked Category Ads

AN UNDERTAKING TO ABIDE BY THE LIST OF BLOCKED CATEGORY ADS

(in firm/ company/ organization’s letter head)

I ________________________________________ (name of authorized signatory) do hereby

solemnly affirm &declare as under: That the aforesaid Company/ Establishment (s) will maintain
the list of blocked category ads as provided below:

# Blocked Categories
Discrimination based on Gender, Religion, Race, Caste, Nationality, Disability
1 or Sexual orientation
Pornography ,Nudity, Sexual & Reproductive health, References to Sex&
2 Sexuality, Lingerie & Dating.
3 Sexual &Reproductive health, Objectionable adult content with any
categories.
5 Gambling & Casino ,Black magic ,Astrology, Get rich quick ,Drugs and
supplements
6 Politics & Religion
7 Weight gain and weight loss supplements
8 Ringtones & Downloadable
9 Cosmetic procedures & body modification
10 Bit Coins
11 Socially Offence and against public morality
12 Advertisement of intoxicants, cigarette, bidis and other tobacco products.
Advertisement which may harm the national sentiments, religious
13 communities, as well As security and integrity of the country.

Enclosure (IF ANY):

Authorized Signatory Date:

Name and seal of Bidder Place:

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ANNEXURE – IV –Audit Annual Report

AUDITED ANNUAL REPORTS, SPECIFYING THE ANNUAL TURNOVER OR CHARTERED ACCOUNTANT REPORT

I ________________________________________(name of authorized signatory) do hereby

solemnly affirm &declare as under: That the aforesaid Company/Establishment (s) have the following
annual turnover from the digital advertisement on Chatbot based on GST return. This includes any
form online advertising on Chatbot solution implemented on various Websites/ Mobile App/Mobile
Web.

Financial Year Turnover in INR

2022-2023

2023-2024

2024-2025

Enclosure (If Any): CA Report

Authorized Signatory Date:

Name and seal of Bidder Place:

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ANNEXURE – V- UNDERTAKING FOR CLOUD AND DATA STORAGE

(On Bidder Company’s letter head)

UNDERTAKING FOR CLOUD AND DATA STORAGE

I ________________________________________ (name of authorized signatory) do hereby solemnly affirm

& declare as under: That the aforesaid Company/Establishment (s) confirm the following that:

(i) The IRCTC chatbot will be deployed on our Infrastructure/ Cloud.

(ii) Only India based Cloud/ Physical Data Centre will be used for chatbot solution.
(iii) The Cloud solution should be MEITY complaint.
(iv) In case the above information found false. We are fully aware that the tender/ contract will be
rejected/cancelled, EMD/SD shall be forfeited and further suitable pecuniary action can be taken against
us for submitting false undertaking.

Enclosure (If Any): CA Report

Authorized Signatory Date:

Name and seal of Bidder Place:

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Annexure VI- No fraudulent practices or blacklisting

(On Bidder Company’s letter head)

To,

GGM/IT
IRCTC/CO

Respected Madam/Sir,

Sub: Declaration on Blacklisting/Debarment

Ref: IRCTC’s E-Tender No. 2025/IRCTC/CO/SER/Video Ads for “Video Ads on IRCTC and Indian
Railway Website for a period of Two (2) Years”.

We hereby undertake that-

1) We are not currently blacklisted or have appeared our name in the negative / black list of any
public sector undertaking /Government organization from the last three years to the date of
opening of the bid for any breach of applicable laws or violation of regulatory prescriptions or
breach of agreement.
2) We have not been defaulted by any bank/ financial institute.

Bidder:

Signature …..............…………

Name of the Authorized Signatory……........……………

Designation: ………………………

Date: ……………………………………………

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ANNEXURE – VII- INTEGRITY PACT

PRE-CONTRACT INTEGRITY PACT

INTEGRITY PACT

This pre-bid pre-contract Agreement (hereinafter called the Integrity Pact or IP) is made on _____ day of
____, 2024 between Indian Railway Catering & Tourism Corporation Limited (hereinafter referred as
“IRCTC”), which expression shall unless repugnant to the context shall mean and include, , its successors
in office and assigns.

And

…………… hereinafter referred to as “The Bidder/Contractor” which expression shall mean and
include, unless the context otherwise requires, his successors in office and assigns

Preamble

IRCTC intends to award, under laid down organizational procedures, Contract/s for (Tender No.)
………………………. IRCTC values full compliance with all relevant laws of the land, rules,
regulations,economic use of resources and of fairness/transparency in its relations with its bidder(s) and /
or contractor(s).

The Integrity Pact essentially envisages an agreement between the prospective vendors/bidders and the
buyer, committing the persons/officials of both sides, not to resort to any corrupt practices in any
aspect/stage of the contract. Only those vendors/bidders, who commit themselves to such a Pact with the
buyer, would be considered competent to participate in the bidding process. In other words, entering into
this Pact would be a preliminary qualification. Integrity Pact, in respect of a particular contract, shall be
operative from the date the pact is signed by both the parties.

The essential ingredients of the Pact includes:

Section 1- Commitments of IRCTC

IRCTC commits itself to take all measures necessary to prevent corruption and to observe the following
principles:

(a) No employee of IRCTC, personally or through family members, will in connection with the tender
for, or the execution of a contract, demand, take a promise for or accept, for self or third person,
any material or immaterial benefit which the person is not legally entitled to.

(b) IRCTC will, during the tender process, treat all bidder(s) with equity and reason. IRCTC will in
particular, before and during the tender process, provide to all Bidder(s)the same information and
will not provide to any bidder(s) confidential/additional information through which the Bidder(s)

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could obtain an advantage in relation to the tender process or the contract execution. IRCTC will
enter into agreements with identical conditions as this one with all bidders and contractors.

(c) IRCTC will exclude from the process all known prejudiced persons.

Section 2- Commitments of the Bidder(s)/Contractor(s)

The Bidder(s)/Contractor(s) commit themselves to take all measure to prevent corruption. The
Bidder(s)/Contractor(s) commit themselves to observe the following principles during participation in the
tender process and during the contract execution.

(a) The Bidder(s)/Contractor(s) shall not, directly or through any other person or firm, offer,
promise or give to any of the IRCTC’s employees involved in the tender process or the execution
of the contract or to any third person any material or other benefit which he/she is not legally
entitled to.

(b) The Bidder(s)/Contractor(s) shall not enter with other Bidders into any undisclosed agreement or
understanding, whether formal or informalwith respect to prices, specification, certifications,
subsidiary contracts, submission or non-submission of bids or any other actions to restrict
competitiveness or to introduce cartelization in the bidding process.

(c) The Bidder(s)/Contractor(s) shall not commit any offence under any Criminal law .Further the
Bidder(s)/Contractor(s) shall not pass any information or document provided by IRCTC as part
of the business relationship, regarding plans, technical proposals and business details including
information contained or transmitted electronically to others

(d) The Bidder(s)/Contractor(s) of foreign origin shall disclose the name and address of their
Agents/representatives in India, if any. Similarly, the Bidder(s)/Contractor(s) of Indian Nationality
shall furnish the name and address of their foreign principals, if any.

(e) The Bidder(s)/Contractor(s) shall , when presenting their bid, disclose any and all payments to be
madeby them to agents, brokers or any other intermediaries in connection with the award of the
contract.

(f) Bidder(s)/Contractor(s) who have signed the Integrity Pact shall not approach the courts while
representing the matter to IEMs and shall wait for their decision in the matter.

(g) Bidders to disclose any transgressions with any other public/government organization that may
impinge on the anti-corruption principle. The date of such transgression, for the purpose of
disclosure by the bidders in this regard, would be the date on which cognizance of the said
transgression was taken by the competent authority. The period for which such transgression(s)
is/are to be reported by the bidders shall be the last three years to be reckoned from date of bid
submission. The transgression(s), for which cognizance was taken even before the said period of
three years, but are pending conclusion, shall also be reported by the bidders.

(h) In case of a Joint Venture, all the partners of the joint venture should sign the Integrity Pact. In
case of sub-contracting, the principal contractor shall take the responsibility of the adoption of the
pact by the sub-contractor. It is to be ensured that all the sub-contractors also sign this pact . In

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case of sub-contractors, the pact will be a tri-partite arrangement to be signed by the
Organization, the contractor, and the sub-contractor.

(i) The Bidder(s)/Contractor(s) will not instigate third persons to commit offences outlined above or
be an accessory to such offences.

Section 3- Previous Transgression

(1) The Bidder declares that no previous transgressions occurred in the last three years from date of
bid submission with any public/government organization that may impinge on the anti-
corruption principle that could justify his exclusion from the tender process.

(2) If the bidder makes incorrect statement on this subject, he can be disqualified from the tender
process or action can be taken as per the procedure mentioned in “Guidelines on Banning of
Business dealings”.

Section 4- Violation of Integrity Pact by Bidder(s)/Contractor(s)/Subcontractor(s)

Any violation of Integrity Pact by Bidder(s)/Contractor(s)/Subcontractor(s) before award or during
execution would entail disqualification of the Bidder(s)/Contractor(s)/Subcontractor(s) and exclusion
from future business dealings, as per the existing provisions of GFR 2017, PC Act 1988 and other
applicable Financial Rules/Guidelines etc.

Section 5 - Compensation for Damages

(1) If IRCTC has disqualified the Bidder(s) from the tender process prior to the award according to
Section 4, IRCTC shall be entitled to demand and recover the damages equivalent to Earnest
Money Deposit/ Bid Security.

(2) If IRCTC has terminated the contract according to Section 4, the IRCTC shall be entitled to
demand and recover from the contractor liquidated damages of the contract value or the amount
equivalent to Performance Bank Guarantee.

Section 6- Independent External Monitor

(1) IRCTC has appointed competent and credible Independent External Monitor (IEMs) for
implementation of the Integrity Pact after approval by Central Vigilance Commission. The task of
IEMs is to review independently and objectively, whether and to what extent the parties comply
with the obligations under the Pact on receipt of any complaint by them from the bidder(s).

(2) The IRCTC has appointed following two Independent External Monitors (hereinafter referred to
as IEMs) for this Pact in consultation with the Central Vigilance Commission.

a) Shri Apurva Varma, IAS (Red.) as IEM/IRCTC, E-mail: - apurvavarma1@[Link]

b) Shri Bharat Prasad Singh. IFoS (Red.) as IEM/IRCTC,E-mail: - [Link]@[Link]

(3) The IEMs shall examine all the representations/grievances/complaints received by them from the
bidders or their authorized representative related to any discrimination on account of lack of fair
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play in modes of procurement and bidding systems, tendering method, eligibility conditions, bid
evaluation criteria, commercial terms & conditions, choice of technology/specifications etc. .

(4) The Bidder(s)/Contractor(s)/Subcontractor(s) accepts that the IEMs have the right to access to all
documents/records pertaining to the tender for which a complaint or issue is raised before them,
as and when warranted.

(5) The IEMsare under contractual obligation to treat the information and documents of the
bidder(s)/ contractor(s)/ Sub contractor(s) with confidentiality. The IEMs have also signed
declaration on ‘Non-Disclosure of confidential Information’ and of ‘Absence of conflict of
interest’. In case of any conflict of interest arising at a later date, the IEM shall inform CMD,
IRCTC and rescue himself/herself from that case.

(6) The role of IEM is advisory and the advice of IEM is non-binding on the Organization. However,
as IEMs are invariably persons with rich experience who have retired as senior functionaries of the
government, their advice would help in proper implementation of the Pact . The final authority for
implementation of the Pact isCMD, IRCTC.

(7) In the event of any dispute between the management and the contractor relating to those
contracts where Integrity Pact is applicable, in case, both the parties are agreeable, they may try to
settle dispute through mediation before the panel of IEMs in a time bond manner. However, not
more than five meeting shall be held for a particular dispute resolution, the Fees/expenses on
dispute resolution shall be equally shared by both the parties. In case, the dispute remains
unresolved even after mediation by the panel of IEMs, the Organization/Contractor(s) may take
further action as per the terms and conditions of the contract

(8) The role of CVO of the organization shall remain unaffected by the presence of IEMs. A matter
being examined by the IEMs can be separately investigated by the CVO in terms of the provisions
of the CVC Act or Vigilance Manual, if a complaint is received by him/her or directed to him/her
by the Commission. CVO and/or the officials of the vigilance wing should not be associated by
IEMs during examination of the complaints in any manner.

(9) The Word ‘IEM’ would include both singular and plural.

Section 7- Pact Duration

This pact begins when both parties have legally signed [Link] expires for the Contractor(s) 12 months after
the last payment under the contract, and for all other Bidders 6 months after the contract has been
awarded. If any claim made/ lodged during this time, the same shall be binding and will continue to be
valid even afterlapse of this pact as specified above, unless it is discharged/determined by the
CMD,IRCTC.

Section 8- Other Provisions

(1) This agreement is subject to Indian Law. Place of performance and Jurisdiction is the place of
Registered Office of IRCTC, i.e. New Delhi.

(2) Changes and supplements as well as termination notices need to be made in writing. Side
agreements have not been made.

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(3) Should one or several provisions of this agreement turn out be invalid, the remainder of this
agreement remains valid. In this case, the parties will strive to come to an agreement to their
original intentions.

(4) Issues like Warranty/Guarantee etc. shall be outside the purview of IEMs.

(5) In the event of any contradiction between the Integrity Pact and its Annexure (if any), the clause
in the Integrity Pact will prevail.

_______________________________ _______________________________
(For & On behalf of the IRCTC) (For & On behalf of Bidder/Contractor)

(Office Seal) (Office Seal)

Place ………………
Date ………………

Witness 1:
(Name & Address) _______________________________
_______________________________
_______________________________
_______________________________

Witness 2:
(Name & Address) _______________________________
_______________________________
_______________________________

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Annexure VIII- NDA
Confidentiality - Cum - Non Disclosure Agreement (NDA)
(To be submitted on non-judicial stamp paper of Rs.100 within 15 days from the date of award of PO)
This Confidentiality–cum-Non Disclosure Agreement is executed and made effective as of the ......……. day
of ………20.... at.......................................

BY AND BETWEEN

Indian Railway Catering and Tourism Corporation Ltd, a Public Sector Undertaking (PSU) under
Railway of India, having its Corporate Office at, 4th Floor, Tower-D, World Trade Centre, Nauroji
Nagar, New Delhi-110029 (hereinafter referred to as “IRCTC” which expression shall, unless
repugnant to the context or meaning thereof, mean and include its successors, administrators,
representatives and assigns) of the ONE PART;
And
[Name and address of the Party] (hereinafter referred to as the “Recipient” which expression shall, unless
repugnant to the context or meaning thereof, mean and include its successors, representatives, authorized
agents and assigns) of the OTHER PART.
to ensure the protection and preservation of confidential and/or proprietary information to be disclosed by
IRCTC to the Recipient.
In reliance upon and in consideration of the following undertakings, IRCTC and the Recipient agree
as set out herein:
1. Confidential Information: All technical and non-technical information, trade secrets, marketing
plans, customer information, data, drawings, documents, specifications, lay-outs etc(whether
verbal, written, visual or otherwise, hard or electronic copy) including but not limited to details of
network services, network infrastructure diagrams, software programs, know-how, application
details etc disclosed by IRCTC or its related companies, group, associates or advisors to the
Recipient shall be considered confidential information (“Confidential Information”).

2. Obligations: The Recipient expressly undertakes to retain in confidence and to require all of its
employees, agents, contractors, consultants and subcontractors to retain in confidence all
information and know-how transmitted to the Recipient by IRCTC that has been identified as being
proprietary and/or confidential, or that by the nature of the circumstances surrounding the
disclosure ought to be treated as proprietary and/or confidential. The Recipient shall make no use
of such information and know-how except under the terms and for the Authorized Purpose only.
Notwithstanding anything to the contrary herein, the Recipient's confidentiality obligations set
forth herein shall survive any termination or expiration of the Authorized Purpose. In any case the
recipient shall be solely responsible for any misuse of such disclosed information to their
employees, agents etc and IRCTC shall be free to seek such injunctive or other relief against
Recipient /or their employees, agents etc. jointly or severally as may be deemed proper by the
court of competent jurisdiction.
Limit on Obligations: The obligations of the Recipient specified in clause above shall not apply
and the Recipient shall have no further obligations, with respect to any Proprietary Information to
the extent that such Proprietary Information:
a) is generally known to the public at the time of disclosure or becomes generally known
without any wrongful act on the part of the Recipient,
b) is in the Recipient’s possession at the time of disclosure otherwise than as a result of the
Recipient’s breach of a legal obligation;

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c) becomes known to the Recipient through disclosure by any other source, other than the
Disclosing Party, having the legal right to disclose such Proprietary Information.
d) Is independently developed by the Recipient without reference to or reliance upon the
Proprietary Information; or
e) Is required to be disclosed by the Recipient to comply with applicable laws or
governmental regulation, provided that the recipient provides prior written notice of such
disclosure to the Disclosing Party and takes reasonable and lawful actions to avoid and/or
minimize the extent of such disclosure.

3. Title and Proprietary Rights: Notwithstanding the disclosure of any Confidential Information by
IRCTC to the Recipient, the title and all intellectual property and proprietary rights in the
Confidential Information shall remain with IRCTC.

The provisions of this Agreement are necessary for the protection of the business goodwill of
IRCTC and are considered by IRCTC to be reasonable for such purposes. Recipient agree that any
breach of this Agreement will cause substantial and irreparable damages to IRCTC and, therefore,
in the event of such breach, in addition to other remedies under the title of “Remedies” under this
agreement, which may be available, the Recipient violating the terms of Agreement shall be liable
for the entire loss and damages on account of such disclosure.

4. Purpose: The Recipient shall use the Information solely for the purposes of “Exclusive rights of
Push Notification on IRCTC Owned websites and Apps” (“Authorized Purpose”).

5. Use: The Recipient shall:

a) use the Confidential Information only to the extent necessary to accomplish the Authorized
Purpose;
b) preserve the secrecy of the Confidential Information;
c) not disclose the Confidential Information to any employee except to those having a need to
know the same for the Authorized Purpose and shall be responsible for its employees’
compliance with this Agreement;
d) not disclose the Confidential Information to any third party except if such disclosure is
required pursuant to a valid court order provided that the Recipient shall give IRCTC
reasonable prior written notice of such disclosure and, where required, assist IRCTC to resist
such disclosure;
e) immediately notify IRCTC in writing upon the discovery of any loss or unauthorized
disclosure of any Confidential Information;
f) Shall take reasonable security precautions, at least as great as the precautions it takes to
protect its own confidential information, to keep confidential the Confidential Information.
The Recipient may disclose Confidential Information only to its employees, agents, sub-
contractors, mandates, or consultants on a need-to-know basis for the Authorized Purposes.
The Recipient shall execute appropriate written agreements with its employees, agents,
contractors, mandates and consultants sufficient to enable it to comply with all the provisions
of this Agreement;
g) not reproduce, summarize or distribute the Confidential Information in any form;
h) not remove the Confidential Information from its premises without the prior written consent
of IRCTC;
i) get its facility, under scope and hosting IRCTC data, audited by an established and Govt’s
CERT empaneled third-party security audit agency if and when asked by IRCTC and shall
submit the report of the same to IRCTC
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6. Ownership: The Confidential Information is the property of IRCTC or its associates or advisors.
Nothing in this Agreement shall be construed as granting any property rights, by license or
otherwise, to any Confidential Information disclosed pursuant to this Agreement, or to any
invention or any patent, copyright, trademark, or other intellectual property right that has issued or
that may issue, based on such Confidential Information. The Recipient shall not make, have made,
use or sell for any purpose any product or other item using, incorporating or derived from any
Confidential Information. It is understood and agreed that neither party solicits any change in the
organization, business practice, service or products of the other party, and that the disclosure of
Confidential Information shall not be construed as evidencing any intent by a party to purchase any
products or services of the other party nor as an encouragement to expend funds in development or
research efforts. The Confidential Information may pertain to prospective or unannounced products.
The Recipient agrees not to use any Confidential Information as a basis upon which to develop or
have a third party develop a competing or similar product.

7. Return of documents: The Recipient shall, in writing, return all Confidential Information in
whatever form (including all copies thereof and summaries, analysis, compilations, studies,
reports, notes and other documents or materials derived there from, whether prepared by the
Recipient or not) received by the Recipient pursuant to this Agreement (and all copies and
reproductions thereof) within a reasonable period. Recipient agrees that in the event it is not
inclined to proceed further with the engagement, business discussions and negotiations, or in the
event of termination of this Agreement, the Recipient party will promptly return to IRCTC or with
the consent of IRCTC, destroy the Proprietary Information of IRCTC.

8. Duration: The Recipient’s obligations under this Agreement shall ensure no copies are retained by it
or its employees/agents for five years after the termination of “Exclusive rights of Push Notification
on IRCTC Owned websites and Apps” (“Authorized Purpose”).

9. Waiver: IRCTC’s failure to exercise or delay in exercising a right or remedy provided by this
Agreement or by law does not constitute a waiver of such right or remedy or a waiver of other
rights or remedies.

10. Publicity: The Recipient must not make any press or other public statements (which includes
announcements and releases) relating to this Agreement, the Confidential Information and the
Authorized Purpose.

11. Remedies: Recipient agrees to make good loss suffered due to breach of contract and undertakes to
indemnify IRCTC against the financial loss caused directly or indirectly by claims brought about by
its customers or by third parties.

The Recipient agrees that any breach or a threatened breach by the Recipient of its undertakings
and obligations under this Agreement will cause irreparable injury to IRCTC and monetary
damages would not be an adequate remedy for such breach or threatened breach. Accordingly, in
addition to such damages and any other remedies that may be available, in law, in equity or
otherwise, IRCTC shall be entitled to seek temporary and permanent injunctive relief against any
threatened breach or the continuation of any breach and costs and expenses relating to the
enforcement of any breach or threatened breach of this Agreement.

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12. Severability: If any of the provisions of this Agreement is found to be invalid for any reason
whatsoever, such invalidity shall not affect the validity and operation of the other remaining
provisions of this Agreement.

13. Laws: This Agreement, including its validity and interpretation, the merits of any dispute or claim
arising out of or relating to this Agreement shall be governed by the laws of India, without having
regard to its principles of conflict of laws.

14. Forum: The Recipient shall submit to the exclusive jurisdiction of the courts at Delhi, India to
adjudicate any dispute arising out of this Agreement.
15. Miscellaneous: This Agreement embodies the entire and final understanding of the parties on this
subject. It supersedes any previous representations, agreements, or understandings, whether oral or
written. No amendment or modification hereof shall be valid or binding upon the parties unless
made in writing and signed by an authorized representative on behalf of each party.
16. Communications: Written communications requesting or transferring Proprietary Information
under this Agreement shall be addressed only to the respective designees as follows (or to such
designees as the parties hereto may from time to time designate in writing)

[Recipient]
[Recipient's Address]

17. Notices: Any notice required by this Agreement or given in connection with it, shall be in writing
and shall be given to the appropriate party by personal delivery or by certified mail, postage
prepaid, or recognized overnight delivery services.

If to IRCTC:
Group General Manager/IT-1
2nd Floor, Tower-D, World Trade Centre,
Nauroji Nagar, New Delhi-110029

If to Recipient:
[Recipient]
[Recipient's Address]

18. Headings: Headings used in this Agreement are provided for convenience only and shall not be
used to construe meaning or intent.

IN WITNESS WHEREOF the parties hereto have set and subscribed their respective hands the day and year
first hereinabove written;

Signature______________________ Signature ______________________

Name ______________________ Name _______________________

Designation ____________________ Designation _____________________

Duly authorized to sign for and Duly authorized to sign for and
on behalf of: on behalf of:
M/s IRCTC Ltd. M/s ____________________________

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in the presence of: in the presence of:

Name ________________________ Name ________________________

Designation _____________________ Designation _____________________

Signature________________________ Signature________________________

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ANNEXURE – IX- GLOSSARY

Glossary for IRCTC Chatbot Tender

Below is a glossary of key terms and acronyms used in the Indian Railway Catering and
Tourism Corporation Limited (IRCTC) E-Tender for the Selection of Technology Service
Provider (TSP) for Development, Deployment, Operation, and Ad Monetization of AI-
based Chatbot Solutions for IRCTC Services. The definitions aim to clarify their meaning
and usage within the context of the tender document.

 Agentic AI: Artificial Intelligence capable of proactive, goal-oriented task

execution, such as notifying users of fare drops, suggesting alternate travel
options, or orchestrating complex bookings based on broad user intents.
 AI-Powered Chatbot: An advanced conversational system leveraging Artificial
Intelligence, including Generative AI and Agentic AI, to provide real-time,
personalized, and multilingual assistance for IRCTC services like ticket booking
and enquiry handling.
 AskDisha: IRCTC’s AI-powered chatbot, officially named "Digital Interaction to
Seek Help Anytime," designed to offer real-time assistance for railway-related
queries and services.
 Bidder: An organization or consortium participating in the tender process by
submitting a technical and financial bid to become the Technology Service
Provider (TSP) for IRCTC’s chatbot solution.
 Consortium: A group of up to TWO companies or organizations collaborating to
bid for the project, with one designated as the Lead Member holding at least
51% stake in the contract value.
 DPDP Act: The Digital Personal Data Protection Act, 2023, an Indian regulation
governing the protection and processing of personal data, which the chatbot
solution must comply with.
 Earnest Money Deposit (EMD): A refundable deposit of ₹5,00,000/- required
from bidders to demonstrate their commitment to the tender, which may be
forfeited if the bidder withdraws or violates tender terms.
 Financial Bid: The part of the bid where the bidder quotes the Total Minimum
Business Commitment (TMBC) to IRCTC for the three-year contract period,
submitted in the format specified in Annexure II.

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 Generative AI: AI technology that enables natural, human-like conversations,
dynamic query handling, content personalization, and context retention across
user interactions.
 Go-Live: The phase when the chatbot and WhatsApp bot solutions are fully
deployed and operational across all specified IRCTC platforms (website and
mobile apps) within three months of the Letter of Award (LOA).
 Indian Railways Website/App: The digital platforms managed by Indian
Railways, distinct from IRCTC’s platforms, where the chatbot solution must also
be deployed.
 Intellectual Property Rights (IPR): Legal rights over creations such as software
code, dashboards, and data developed for IRCTC under the project, which are
exclusively owned by IRCTC.
 IRCTC: Indian Railway Catering and Tourism Corporation Limited, a Government
of India enterprise under the Ministry of Railways, responsible for e-ticketing,
catering, and tourism services.
 Lead Member: The primary member of a consortium, holding at least 51% stake
in the contract value and serving as the main point of contact for IRCTC.
 Letter of Award (LOA): A formal document issued by IRCTC to the successful
bidder, marking the start of technical integration and contract execution.
 MEITY: Ministry of Electronics and Information Technology, Government of
India, which sets guidelines for cloud and data storage compliance that the
bidder’s infrastructure must adhere to.
 Monthly Minimum Business Commitment: The pro-rated portion of the Total
Minimum Business Commitment (TMBC) that IRCTC will invoice monthly if
actual revenue falls short, ensuring a guaranteed revenue stream.
 MSE/Startup: Micro, Small, and Medium Enterprises or startups registered with
the Department of Industrial Policy and Promotion (DIPP), eligible for relaxed
financial turnover and revenue generation criteria.
 Non-Disclosure Agreement (NDA): A legal agreement between the bidder and
IRCTC to protect confidential information, as specified in Annexure V of the
tender.
 Quality cum Cost Based Selection (QCBS): The evaluation method used to select
the successful bidder, combining technical scores (70% weightage) and financial
scores (30% weightage) to determine the highest composite score (H1).
 Revenue Sharing: The arrangement where revenue from e-ticket bookings
(including a ₹10/- service fee per booking) and advertisements is split 70:30,
with 70% to IRCTC and 30% to the Technology Service Provider.
 RDS: RDS is a Rolling Deposit System where in Rolling Deposit Accounts (RDS
Account) are created in IRCTC ticketing system in the name of successful bidder
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E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
by IRCTC for depositing amount in advance to book IRCTC reserved rail e-tickets,
as per requirement.
 Security Deposit: A deposit equal to 5% of the Annual Total Minimum Business
Commitment, required from the successful bidder within 30 days of the LOA, to
be held by IRCTC until contract completion.
 Service Level Agreement (SLA): A contractual agreement defining performance
metrics (e.g., system uptime, response time) and penalties for non-compliance,
applicable during the operations phase.
 Technical Bid: The part of the bid containing the bidder’s qualifications,
technical proposal, and supporting documents, evaluated based on the technical
scoring criteria to achieve a minimum of 80 marks.
 Technology Service Provider (TSP): The successful bidder responsible for
designing, developing, deploying, operating, and monetizing the AI-based
chatbot and WhatsApp bot solutions for IRCTC.
 Total Minimum Business Commitment (TMBC): The guaranteed revenue
amount quoted by the bidder for IRCTC over the three-year contract period.
 WhatsApp Bot: A conversational interface integrated with WhatsApp Business
API, providing similar functionalities as the chatbot, including ticket booking and
enquiry services, with a verified IRCTC profile.

62
 E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
ANNEXURE – X: Document Checklist
All the documents mentioned in the list below are Mandatory
To be filled by
Reference for
[Link] Item Bidder (Document
format/content
placed - Page
to be provide
Number in bid)
‘Cover Letter/RFP Application Form’ duly filled-in,
1. Annexure-I
signed and stamped by the bidder.
2. Audit Annual Report Annexure-IV
3. Undertaking for Cloud And Data Storage Annexure-V
4. No fraudulent practices or blacklisting Annexure-VI
5. Integrity Pact Annexure-VII
Copy of Certificate of Incorporation or Certificate of
Clause 8.6
6. commencement of Business issued by Registrar of
Eligibility Criteria
Companies.
 Copy of Certificate of GST Registration /
Clause 8.6
7. Provisional Registration of GST
Eligibility Criteria
 Copy of PAN Card
Clause 8.6
8. Consortium agreement (if applicable)
Eligibility Criteria
Letter from Company Secretary/ Statutory Auditor*
for operating business for last 5 years as on date of Clause 8.6
9. bid submission (Relaxed to 1.5 Years for MSE &
Eligibility Criteria
Startups)

a) Cover letter signed by an authorized signatory of

the bidder
Clause 8.6
10. b) Copy of Power of Attorney (PoA)
OR Eligibility Criteria
Certified copy of Board Resolution (BR)

Annual Audited Financial Statements and CA

Certificate, clearly mentioning the Annual Turnover
for F.Y. 2022-23, and 2023-24; CA certificate for 2024-
25. Clause 8.6
11.
Eligibility Criteria
Note: In CA Certificate, UDIN Number is mandatory.
CA Certificate without UDIN Number will not be
considered..

63
E-Tender for the Selection of Technology Service Provider (TSP) for Development, Deployment, Operation,
upgrading and Ad Monetization of AI-based Chatbot Solutions for IRCTC Services
 Work Order or Contract Agreement – Indicating
development and deployment of the AI-driven
chatbot (Gen AI/Agentic AI-based) for
ticketing/travel/customer service.

 Client Letter of completion /ongoing project –

Confirming successful execution, chatbot usage
volumes, and revenue details/ In case of ongoing Clause 8.6
12.
project, the bidder should have achieved the Eligibility Criteria
relevant revenue requirement as on date of
submission of bid.

OR

CA-certified statement or client certificate of chatbot

handling at least 1 crore queries annually.

 Work Order or Contract Agreement- indicating

revenue generation through digital ads.

 Client Letter of completion /ongoing project –

Confirming successful execution with revenue
details/ In case of ongoing project, the bidder should
Clause 8.6
13. have achieved the relevant revenue requirement as
Eligibility Criteria
on date of submission of bid.

Revenue Proof – CA-certified statement or client

certificate clearly mentioning Revenue generated
through Digital advertisements

Proof of deployment such as screenshots, client

Clause 8.6
14. certification, or relevant URLs with description
Eligibility Criteria
ISO 27001:2015 Clause 8.6
15.
Eligibility Criteria
An undertaking in the letter head of the bidder to
Clause 8.6
16. provide a dedicated support team to handle technical
and non technical issues Eligibility Criteria

Digitally signed
by AMIT KUMAR
SARKAR 64
Date:
2025.06.30
[Link] IST
Reason: PDF
Authenticated