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Microclinic offers IT consolidation to CBEC India

Central Board of Excise and Customs (CBEC) Profile

* Central Board of Excise and Customs (CBEC) is a part of the Department of Revenue under the Ministry of Finance, Government of India.

* It deals with the tasks of formulation of policy concerning levy and collection of Customs & Central Excise duties and Service Tax, prevention of smuggling and administration of matters relating to Customs, Central Excise, Service Tax and Narcotics to the extent under CBEC’s purview.

* The Board is the administrative authority for its subordinate organizations, including Custom Houses, Central Excise and Service Tax Commission rates and the Central Revenues Control Laboratory.

About IT Consolidation Programme (ITCP)


  • To provide 5 years Resident Engineer Support
  • To provide quality services to all stake holders, including tax payers, by consolidating CBEC’s information technology (IT) Infrastructure.


  • Wide Area Networks (WAN) at 582 CBEC locations

– (One WAN point per building)

using MPLS (Multi Protocol Label Switching) Technology

bandwidth on demand

  • Local Area Networks (LAN) at 1200 buildings, thin clients, peripherals (printers etc), UPS, DG sets.
  • Data Centers – Three data centres – Primary, Business Continuity and Disaster Recovery
  • Project Monitoring and program management – M/s PricewaterhouseCoopers (PwC)

(supported by M/S CMS) for inter-vendor coordination, Service level monitoring

For e.g. : Monitoring Network Availability, Quality of Service (QoS) etc.)

About WAN

A long-distance communications network that covers a wide geographic area, such as state or country.

To be implemented by at 582 buildings across India by a consortium led by Bharat Sanchar Nigam Ltd


a) Bharat Sanchar Nigam Limited (BSNL) : WAN Service Provider (MPLS services) and laying of leased lines from exchange to CBEC premises

b) Hewlett Packard (HP) : System Integrator (Field work has been outsourced to M/s DSM) : Site Survey, Supply & Installation of equipment’s, Commissioning of links..

c) PwC :Selected as “ Project Management and Monitoring Agency” (supported in field work by M/s CMS Computers Ltd. )

Scope for FMS Services

  • Support Services , Co-ordination, Maintenance of Infrastructure.
  • Resident Engineer for the Specified location
  • Resident engineer shall be available

– In 3 shifts for 24 x 7 support sites

– From 9 A.M. to 6.30 P.M as per CBEC working hours/days

– Resident Engineer to resolve all break fix calls as per the service guidelines from HP.

– Resident Engineer to provide First Level support to resolve the problems for :

  • OS/Entry Level applications
  • Third Party Product calls

– Resident Engineer to respond to user service requests as per HP SOW. If Incident is not resolved, Resident Engineer to register call with HP Call center on behalf of customer.

  • Resident Engineer to work with HP call center technical support to diagnose and resolve hardware problems.
  • Resident Engineer to ensure customer satisfaction through call logging, follow-up for spares and by using Service escalation Matrix provided by HP.
  • During the incident resolution process Resident Engineer to keep customer informed of the status at all times.
  • Resident Engineer to do the preventive maintenance of the equipment as necessary from time to time.
  • Supplier to share the spares stock report, Resident Engineer availability Report & SLA performance of the Incidents on Weekly basis.

Service Assurance

Service Assurance to the customer are classified as :




Critical Services

Critical Services refer to:

A problem That affects more than 50% of network at one location is classified as critical.

E.g. Failure of a proxy, Major Switch/Router.

CBEC may define certain users, services and locations as critical.

E.g. Minister/Secretary office.

Major Services

Major Services refer to:

A problem which affects more than 25% users at a location.

Non availability of an Important service to users,

recurring problem is classified as “Major”.

E.g. Antivirus/Patch server failure, workgroup switch.

In addition, CBEC may define certain users, services and locations as Major.

Minor Services

Minor Services refer to:

  • These problems affect a single user or a small group of users.
  • Minor problems may also be due to partial availability of a service.

SLA with Customer

Problem Category Response Time Rectification time

  • Critical 30 minutes 2 hours
  • Major 30 minutes 4 hours
  • Minor 1 hour 8 hours
  • Scheduled as per Plan as per Plan

Microclinic Services Offered

FMS SERVICES – Deployed 107 Engineers in North & East India.

H/w support for HP desktop /Thin Clients /Printers / Lan /Wan Devices.

Resident Engineer support with first level

O/s & entry level application.

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