Request for Proposal (RFP) for Selection of System
Integrator and Implementation of Core Banking
Solution and Other Applications
RFP Ref No.RFP/ITD/012/2013-14 dated 26/02/2014
Information Technology Department
Indian Overseas Bank
Central Office, Annexe Building
763 Anna Salai, Chennai 600 002
www.iob.in
Telephone: +91 44 2888 9345/ 2851 9458/ 2851 9471
Email: itdtenders@iobnet.co.in
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Table of Contents
1.
RFP Introduction .............................................................................................................................. 8
2
Executive Summary of Requirements .....................................................................................15
3
About the Bank .............................................................................................................................32
4
Business Volumes and Growth Projections ............................................................................57
5
Detailed Scope of Work ..............................................................................................................59
6
Implementation Methodology ...............................................................................................110
7
Service Level Agreement (SLA) ..............................................................................................174
8
Project Timeline ...........................................................................................................................185
9
Instructions for Response to RFP ..............................................................................................192
10
Evaluation Methodology ..........................................................................................................231
11
Payment Terms ............................................................................................................................241
12
Terms & Conditions .....................................................................................................................251
Page 2 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
List of Annexures:
Annexure 01
Annexure 02
Annexure 03
Annexure 04
Annexure 05
Annexure 06
Annexure 07
Annexure 08
Annexure 09
Eligibility Criteria
Credential Strengths
Functional Requirements
Minimum Technical specifications
Interface Requirements
List of Bank Products
List of Training Institutes
List of Reports
Existing Server and Application Configurations.
List of Appendices:
Appendix 01
Appendix 02
Appendix 03
Appendix 04
Appendix 05
Appendix 06
Appendix 07
Appendix 08
Appendix 09
Appendix 10
Appendix 11
Appendix 12
Appendix 13
Appendix 14
Appendix 15
Appendix 16
Appendix 17
Appendix 18
Appendix 19
Appendix 20
Appendix 21
Appendix 22
Bid Undertaking Letter
Bid Conformity Letter
Technical Offer Covering Letter
Authorization Letter Format for bid opening-processing
Conformity with Hard Copy letter
Consortium Details
Manufacturers Authorization Form
Experience Format
Application Sizing
Bandwidth Requirement
Comments of T&C
Undertaking of Authenticity
Project Team Profiles
Bank Guarantee Format in lieu of EMD Amount
Bill of Material [will be used for Technical {masked} as well as
Commercial {unmasked} submissions]
Pre-bid query format
DC, DRC and NLS hosting requirements
Personnel Deployment
Facilities Management Details
Compliance to Labour Act Format
Proforma of Performance Bank Guarantee
Non Disclosure Agreement format
Page 3 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Acronyms &Definitions
As
used
Document
AML
ALM
AMC
ATS
Bank
Bidder
in
BG
Business Hours
Business units
CBS
CBS Migration
Consultant
Commissioning
Co-existence
CVC
DWDM
DC
DRC
EMS
EMD
Existing CBS solution
FM
FTP
LMS
MTBF
New CBS solution
NLS
NOC
ODBC
OEM
Party
Parties
Project
Prime Bidder
RFP
RAID
the
Description
Anti-Money Laundering
Asset Liability Management
Annual Maintenance Contract
Annual Technical Support
Indian Overseas Bank, herein also referred to as ‘Bank’ and its “RRBs”
The organization submitting the proposal who will also be the single point of contact for
the Bank and single point of responsibility for execution of scope and deliverables as
required by this Request for Proposal.
Bank Guarantee
Business hours would be 6.00 am to 10.00 pm on all working days of the Bank
Branches, Extension Counters, Service Units, Head Office, Regional Offices, Training
Centres, Other Back Offices and any new branches/offices (existing / proposed
branches/offices/other units)
Core Banking Solution
The firm engaged by the Bank to offer Consulting services for the CBS Migration project.
The respective IT component/service put to production use or use by the Bank for
purposes such as Training, UAT, Migration, etc, required as per the scope of the RFP
The interim period during the rollout of the branches migration during which both the
existing CBS solution including delivery channels and the new CBS would co-exist
Central Vigilance Commission
Dense Wavelength Division Multiplexing
Data Centre
Disaster Recovery Centre
Enterprise Management Solution
Earnest Money Deposit
The Bank’s existing CROWN CBS Solution
Facilities Management
Funds Transfer Pricing
Learning Management System
Mean Time Between Failures
The Core Banking Solution selected post a detailed evaluation of the Bidders RFP
responses
Near Line Site
Network Operations Centre
Open DataBase Connectivity
Original Equipment Manufactures
Individually either the Bank or the Bidder would be referred to as Party
Collectively the Bank and the Bidder would be referred to as Parties
The Bidders’ delivery of the services and deliverables during the contract period of seven
years
The leader of the consortium leading the response to this RFP
Request For Proposal
Redundant Array of Inexpensive Disks
Page 4 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
RDBMS
RPO
RTO
SIT
SDLC
SOA
Selected Bidder
System Integrator (SI)
SOC
TCO
UAT
VAT
Working day
Relational Database Management System
RDBMS refers to a database management system based on relational model. The Data is
stored in the form of rows and columns. The relations among tables are also stored in the
form of the table. File-based data store would not be considered as RDBMS.
Recovery Point Objective
Recovery Time Objective
Systems Integration Testing
Software Development Life Cycle
Service Oriented Architecture
The Bidder selected post the due course of evaluation of this RFP
The selected Bidder with whom the bank enters into a contract/agreement for the
delivery of the project
Security Operations Centre
The total cost of all services and deliverables quoted by the Bidder for all seven years of
the contract period
User Acceptance Testing
Value Added Tax
Any day on which any Bank branch/office is functioning
Page 5 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Schedule of activities and events
The details are as under:
S. No
Particulars
Requirements, Dates and Timeline
1
Tender No.
RFP Ref No. RFP/ITD/012/2013-14
dated 26/02/2014
2
Price of the RFP documents
Rs.50,000/-(Rupees fifty thousand only)
(To be submitted along with the
Technical envelop and the Eligibility
Bid documents)
3
Earnest Money Deposit
Rs.5,00,00,000/- (Rupees five crores
only)
(To be submitted along with the
Technical Bid envelope along with the
Eligibility Bid documents. This should
be in the form of DD in favour of ‗IOB‘
or Bank Guarantee in lieu of EMD)
4
Date of issue of the RFP
February 26th, 2014
5
Last Date and time of submission of
Bidder Queries
March 10th, 2014 at 17:00 Hours
6
Date & time for Pre-Bid Conference
March 14th, 2014 at 11:00 Hours
7
Place of Pre-bid Conference
STAFF TRAINING COLLEGE
Indian Overseas Bank
No. 230, 7/A – Jawaharlal Nehru Road
Old Thirumangalam, Anna Nagar
Chennai – 600 040
(Behind Vee Care Hospital)
E-mail : itdtenders@iobnet.co.in
Note: Bidders to take note of the Bank‘s Mail
policy that provides for a maximum
attachment size of 10 MB.
8
Address for Communication
The General Manager
Information Technology Department
Indian Overseas Bank
Central Office, Annexe Building
763 Anna Salai, Chennai 600 002
E-mail : itdtenders@iobnet.co.in
Note: Bidders to take note of the Bank‘s Mail
policy that provides for a maximum
attachment size of 10 MB.
Page 6 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
9
Contact
officials
clarification.
for
any
Mr. R K Mathur-Asst. General Manager
Telephone – 91-44-28889345
Mr. D. Murugesan-Chief Manager
Telephone- 91-44-28519471
Mr. S. Sivaraman- Chief Manager
Telephone – 91-44-28519458
10
Bid Submission Mode.
Through e-tendering portal
www.tenderwizard.com/IOB
11
Last Date and Time for submission
of bids along with supporting
documents through the above
e-tendering portal.
March 26th, 2014 on or before 17.00
hours.
(End time for submission will be as per
e-tendering service provider‘s server
time).
12
Support person and phone number
for e-tender service provider for
any help in accessing the website
and
uploading
the
tender
documents.
Last date, time and place for
submission of complete proposal:
(a) Eligibility,
(b)Technical and
(c)Commercial Bids along with (d)
Original Demand Draft for Cost of
document,
(e) EMD &
(f) Acknowledgement issued by
e-tendering system
Mr. Aravind - 09994295433
Mr. Ramu - 09945266022
14
Date and Time of Opening of
Technical
Proposals
(encompassing the Eligibility Bid
documentation)
March 27th, 2014 at 16:00 Hours at the
Bank‘s Information Technology
Department, Central Office
15
Date for Product Demonstration
To be notified at a later date to the
eligible Bidders
16
Date for Technical Presentation
To be notified at a later date to the
eligible Bidders
17
Date for Site Visit
To be notified at a later date to the
eligible Bidders
18
Date and Time of Opening of
Commercial Proposals
To be notified later to the eligible and
technically qualified Bidders
13
March 27th, 2014 at 15:00 Hours at the
Bank‘s Information Technology
Department, Central Office,
First Floor, Annexe Building
763, Anna Salai, Chennai-600002
(Should be submitted to the contact
officials in person).
Page 7 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
1. RFP Introduction
1.1. Project Objective
1.1.1.
1.1.2.
1.1.3.
1.1.4.
The Bank has outlined its vision for a Core Banking System
solution and other surrounding applications implementation
and transformation for its Domestic branches. This vision would
involve a major transformation of the current information
technologies (‗IT‘) and a significant reengineering of the Bank‘s
business processes. With this objective, the Bank is floating the
Request for Proposal (‗RFP‘).
The Bank recognizes that this is an extensive undertaking and
therefore, it would want the Bidder to understand its vision and
understand that the solution is not just outsourcing but is
transformation of business enablement through technology. To
this end, the response to the RFP needs to focus on the
transformation of technology and processes and a
commitment of people in the context of an outsourcing
transaction for the entire period of the contract.
Indian Overseas Bank invites bids from the Bidders to implement
the proposed Core Banking Solution (new CBS) along with
identified applications for the branches/offices of the Bank pan
India. The Bidder should be a well-qualified total solution
provider to implement the initiative end to end successfully. The
Bidder should be capable of providing a total integrated
solution for implementing the new CBS and other applications,
including but not limited to providing required hardware,
middleware, software, facility management, third party utilities,
testing, providing interfaces required for functioning of the
Bank‘s requirements.
The Bank proposes to deploy the Solutions in a phased manner
covering domestic locations, branches, extension counters,
service units, head offices, regional offices, training Centres,
other back offices and any new branches/offices
(existing/proposed branches/offices/other units hereinafter
called business units) opened during the period of the contract.
Since the Bank also wants to implement the new CBS in new
branches opened during the tenure of the contract, the new
CBS proposed should be scalable to handle the terminal year
branches, extension counters and service units as stipulated in
the business projections of the RFP of Section 4. Any new
branch that is opened post the pilot implementation shall be in
the proposed CBS environment.
Page 8 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
1.1.5.
1.1.6.
1.1.7.
1.1.8.
1.1.9.
1.1.10.
The bidder has to ensure that for any solution implementation
the Original Equipment Manufacturer (OEM) of the product
carries out the respective solution implementation and
participates in the post implementation support. The OEM
should be responsible for implementation of the solution End to
End along with the System Integrator.
The Bidders have to note that while the CBS and other solutions
would be implemented as part of this project, the Bidders have
to necessarily ensure that all existing products and services are
available in the Solution. The Bidders have to envisage all
applicable cost in order to configure the products and services
in the Solution. The Bank will not accept any plea of the Bidder
at a later date for omission of products and services.
Bank during the period of the contract, based on its technical
and functional requirements can add additional third party
application and interfaces to the Solution. Bidder has to extend
all necessary support and assistance for addition to the Solution
with the required third party applications and interfaces desired
by the Bank.
The Bidder should ensure that all regulatory requirements as on
date and any other systemic changes or new requirements
necessitated out of ministry/other regulatory guidelines or other
requirements of the Bank between the dates of the RFP as well
as pilot rollout are made available for the pilot branches from
day 1.
Unless expressly stated otherwise, for all the solutions to be
provided by the Bidder, the Bidder is required to factor the
necessary hardware, software, services across the Bank‘s
locations as stated. Additionally, the Bidder is required to
design, size, procure, deliver, implement, deploy, parameterize,
customize, interface/integrate, train, maintain and manage the
end to end solutions.
Bidder should provide application integrity statements in writing
certifying for reasonable level of assurance about the
proposed applications and solutions and it being free of
malware at the time of sale, free of any obvious bugs, and free
of any covert channels in the code (of the version of the
applications being delivered as well as any subsequent
versions/modifications done thereafter).
Page 9 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
1.2
A.
B.
C.
Overview – Introduction
The Bidder‘s scope is defined in this Request for Proposal document
which encompasses the Annexures & Appendices and subsequent
Addenda & Corrigenda (hereinafter referred to as ―RFP‖ or ―Tender‖).
This is for the Bank‘s Domestic Operations.
The contract tenure will be for Seven Years from the date of
acceptance of the Purchase Order unless otherwise mutually agreed
upon between the Bank and the selected Bidder.
This RFP has been prepared solely to enable Indian Overseas Bank
(hereinafter referred to as ―Bank‖ or ―IOB‖) to appoint a suitable Bidder
for supplying, designing, procuring, installation, commissioning,
customization,
testing,
implementing,
integration
and
maintaining/maintenance of the end to end applications as listed
below:
Critical Business Solutions
1) Core Banking System
2) Trade Finance
3) Enterprise General Ledger
4) Government Business Module
5) Mobile Banking
6) Application integration solution
Other Business Solutions
7) Asset Liability Management
8) Fund Transfer Pricing
9) Budgeting and Planning
10) Cost Allocation
11) Visual Analytics Solution
12) Electronic Operations Manual and Compliance
Assurance Solution
Technical Solutions
13) Data Archival and Purging Solution
14) Disk to Disk backup solution
15) Data Leakage Prevention
16) Database Activity Monitoring
17) Application Change Control Solution and Automated
Business Application Monitoring
18) Policy Driven End user protection
19) Network and Application Security User control Platform
Page 10 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
20) Security Vulnerability Manager& Incident Event
Manager
21) Enterprise Management Solution
22) WAN Optimization between DC and DRC
23) IT DR and IT Business Continuity Management
Automation
24) Version Control System
The Bidder is required to deploy the above solutions including interfaces,
adequately sized and scalable Hardware, Software, Applications, Tools,
Utilities, related services and Facilities Management as per specifications,
terms and conditions and scope defined in this RFP (hereinafter referred as
―Solution‖).
D.
E.
F.
G.
H.
I.
J.
K.
L.
M.
The Bidder will perform end to end activities such as customization,
parameterization, gap identification and resolution of proposed CBS
and other proposed Applications.
Augment the Bank’s existing core storage, backup solution, and zero
data loss solution. Thus the Bidder is required to design, size, procure,
upgrade and maintain the upgraded items based on the requirements
for the Bidder‘s proposed solutions.
Enhance/upgrade the Bank’s existing MIS-ADF and BI / DW solutions to
accommodate current and future requirements of the Bank.
Conduct data migration activities and assist the Bank in data mapping
activities. The Bank shall furnish the data in the format agreed upon
between the Bank and the Bidder. The Bidder will be responsible to
load the data in the proposed systems.
Design, develop, implement and maintain a comprehensive coexistence strategy.
Build interfaces/data transfer mechanisms and integrate the proposed
solutions with the Bank‘s existing solutions.
Factor and provide additional space in the Bank’s existing co-hosting
facility at the DC, DRC and NLS for the Bidder proposed business and
technical solutions to be implemented.
Rollout the proposed solutions across all the Bank’s locations such as
DC, DR, NLS, branches/offices etc and provide handholding support
across the implemented locations.
Supply, install and maintain the branch peripherals such as desktops,
printers, scanners etc.
Impart Training and Knowledge Management to the Bank‘s
management and personnel – End users, Train the Trainers, Technical
and hand hold the users post migration for a defined time period.
Page 11 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
N.
O.
P.
Q.
Provide OEM architectural assessment services for key infrastructure
across the Bank‘s locations.
Provide helpdesk support solution and personnel for the Bank‘s users.
Provide facilities management services for the implemented solutions
for the tenure of the Contract.
Provide complete hand-over along with detailed documentation on at
the end/termination of the contract period.
The Bank reserves the right to alter/change/modify the procurement of
any of the services, hardware or software items of this RFP. Thus the Bank,
at its discretion, Further, the Bank shall leverage the unit rates provided by
the Bidder in case of increase or decrease in any of the services, software
or hardware proposed by the Bidder throughout the tenure of the
Contract.
The Bank reserves the right to negotiate, change, modify or alter any/all
the items, terms and provisions of the RFP/agreement entered pursuant to
the RFP and may request for additional information, if required from the
Bidder during the contract period.
The Bank also reserves the right to withdraw this RFP without assigning any
reason and without any liability to the Bidder or any other person or party.
The Licenses and related products and services under this RFP should be
applicable to the Bank‘s RRBs and Overseas Branches. However, for the
current bid submission the Bidder is not required to factor the effort for the
implementation of the Overseas Branches and RRBs. Thus, at a later date if
the Bank requires the Bidder to deploy the solutions to the Overseas
Branches or RRBs, the Bidder will be required to provide the relevant
products and services on a pro-rata basis. The Bank will need to be
consulted on how the solution for the Overseas and RRBs will be designed
and implemented keeping in mind their local and regulatory
requirements.
The RFP document is not a recommendation, offer or invitation to enter
into a contract, agreement or other arrangement in respect of the
services.
The Bidder/appointed System Integrator should not hire/appoint/partner
with the Bank's appointed CBS Migration Consultant for offering goods or
works or services required to be provided by the System Integrator as part
of this RFP.
Page 12 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
1.3
Costs to be borne by Bidders
All costs and expenses incurred by Bidders in any way associated with the
development, preparation, and submission of their responses to the RFP,
including but not limited to attendance at meetings, discussions,
presentations, demonstrations, etc. and providing any additional
information required by the Bank, will be borne entirely and exclusively by
the Bidder.
1.4 No Legal Relationship
No binding legal relationship will exist between any of the Bidders and the
Bank until execution of a contractual agreement.
1.5 Disqualification
Any form of canvassing/lobbying/influence/cartelization, etc. by the
Bidder may result in disqualification of such Bidder.
1.6 Information Confidentiality
The information contained in the RFP Document is strictly confidential. The
Bidder shall not share this information with any other person/party not
connected with responding to the RFP or even with other potential
Bidders. The information contained in the RFP or subsequently provided to
Bidder(s), whether verbally or in writing by or on behalf of Bank shall be
subject to the terms and conditions set out in the RFP and any other terms
and conditions subject to which such information is provided.
The purpose of the RFP is to provide necessary information to the potential
Bidders, who qualify and intend to submit their response to the RFP.
Though the RFP has been prepared with sufficient care and diligence with
an endeavor to provide all required information to the potential Bidders,
Bank acknowledge the fact that the potential Bidders may require more
information than what has been provided in the RFP. Accordingly, in such
cases, the potential Bidder(s) may seek additional information/
clarification required from Bank. Bank reserves the right to provide such
additional information/clarification at its sole discretion. In order to
respond to the RFP, if required, and with the prior permission of Bank, each
Bidder may conduct their own study and analysis, as may be necessary,
at their own cost and expense.
Bank makes no representation or warranty and shall incur no liability,
whatsoever, under any law, statute, rules or regulations on any claim the
Page 13 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
potential Bidder may make in case of failure to understand the
requirement and respond to the RFP.
Bank may, in its absolute discretion, but without being under any
obligation to do so, update, amend or supplement the information given
in the RFP and specify additional user requirements or cancel the RFP at
any time without assigning any reason thereof and without any notice.
While due care has been taken in the preparation of this document, Bank
will not be held responsible for any inaccuracy in the information provided
herein. The recipient of the RFP must apply its judgment, care and
conduct its own investigation and analysis regarding any information
contained in the RFP document including but not limited to the scope of
work, Deliverables and timelines etc.
It is the Bidder‘s responsibility to:
Properly understand and examine the RFP;
examine all other information available on reasonable inquiry relevant
to the risks, contingencies and circumstances affecting its response;
satisfy itself as to the completeness, correctness and sufficiency of its
response;
1.7 Acceptance of Terms
The Bidder will, by responding to the Bank‘s RFP document, be deemed to
have accepted the terms as stated in this RFP document.
Page 14 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
2 Executive Summary of Requirements
2.1 Tenure
The tenure of the contract would be seven years from the date of the
acceptance of purchase order by the bidder. Bank can further extend this
by another three years at its discretion.
2.2 Applications
The scope of work in the Request for Proposal (RFP) for CBS solution and
other applications under this RFP would include but not be limited to
supply, install, implement, maintain and support of the CBS Solution, other
business solutions and other technical solutions for the tenure of the
Contract of seven years at the DC, DRC and the NLS and all other Bank‘s
domestic locations. The Bidders responsibility will also include designing,
sizing, procuring development, testing, implementation, training and
maintenance of CBS Solution and other solution‘s required as part of this
RFP that includes all Software Development Life Cycle (SDLC) activities
including customization, parameterization and implementation of
application software, training, etc.
Activities related to furnishing of data from the existing CBS and other
applications and solutions is the responsibility of the Bank. The Bidder may
be required to assist the Bank in creating scripts from the Bank‘s existing
source systems. Further, the Bidder will be responsible to migrate all the
necessary data to the proposed CBS and other proposed applications.
The applications under the Bidder‘s scope are:
Applications
Critical Business Solutions
1)
Core Banking System
2)
Trade Finance
3)
Enterprise GL
4)
Government Business Module
5)
Mobile Banking
6)
Application integration solution
Other Business Solutions
7)
Asset Liability Management
8)
Fund Transfer Pricing
9)
Budgeting and Planning
10) Cost Allocation
11) Visual Analytics Solution
12) Electronic Operations Manual and Compliance Assurance Solution
Technical Solutions
13) Data Archival and Purging Solution
14) Disk to Disk backup solution
Page 15 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
15)
16)
17)
18)
19)
20)
21)
22)
23)
24)
Data Leak Prevention
Database Activity Monitoring
Application Change Control Solution and Automated Business Application
Monitoring
Policy Driven End user protection
Network and Application Security User control Platform
Security Vulnerability Manager & Incident Event Manager
Enterprise Management Solution
WAN Optimization between DC and DRC
IT DR and IT Business Continuity Management Automation
Version Control System
In order to protect the Bank‘s current investment, the Bidder is required to
augment / enhance the Bank‘s existing solutions/hardware & related IT
Infrastructure at the DC, DRC and NLS respectively for the following
solutions:
(a) MIS-ADF
(b) BI/DW
(c) IT DR Automation Solution
(d) Backup solution
(e) Zero data loss
Further, the Bidder will be responsible to port or provide data extracts for
all the necessary data from the proposed CBS and other applications into
the Bank‘s systems as required by the Bank. Further, the above mentioned
solutions
would
need
to
be
augmented
with
necessary
hardware/software and related services as required to ensure the
objective of deploying the solutions is achieved with the introduction of
the Bidder‘s solutions.
2.3 Hardware Infrastructure for DC, DRC and NLS
The Bidders must design, size, supply, commission, maintain and manage
suitable hardware infrastructure for all the applications/solutions proposed
in the RFP response. The hardware proposed for the critical business
applications of the Solution must be Enterprise Class. The Bidder should size
hardware based on the volumes mentioned in Section 4 – Business
Projections of this RFP at the relevant locations DC, DRC and the NLS. The
Bidder is required to comply with the requirements stated in the Annexure
04 – Minimum Technical Specifications.
The bidder may offer a Converged/Integrated/Engineered system which
includes the compute nodes, storage system, network system, etc. within
Page 16 of 279
INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
the
same
infrastructure
solution.
This
proposed
converged/integrated/engineered system should comply with the
technical requirements stated in Annexure 04 - ―Minimum Technical
requirement for Converged/Integrated/Engineered system‖. The Bidder
must furnish a performance benchmark report from a suitable third party
entity, who has experience of reviewing performance benchmarks. The
performance benchmark report should be for the proposed
Converged/Integrated/Engineered solution and the proposed software
application for which the design is proposed.
The hardware should support hot swappable power supplies, fans & hard
disks and should incur no downtime or unplanned outage due to
component failure. Even during preventive maintenance the system
should not incur any degradation of service or outage.
All the servers proposed shall have dual power supplies. In case of failure
of one power supply, the second power supply should be able to take the
full load without causing any interruption in services. All servers should
have a minimum 1000 Mbps network interface cards installed on different
slots.
For hardware infrastructure sizing
The hardware sized for all the applications should be redundant, both
horizontally and vertically scalable, fault tolerant and designed for high
availability
The vertical headroom for future scalability available in the hardware
proposed for the Solution should be at least minimum 30% within the
server box to accommodate additional CPUs, Memory over and above
the terminal (seventh) year sizing requirements.
For the sizing of incremental branches/offices the Bidders should
consider the growth in business volumes in the branches/office from the
day the first branch goes live.
For sizing purposes, empirical data, third party reports, evidence, etc
would be required in the form of benchmarks of that class of hardware
with the suggested processors for the proposed solution to accept the
hardware sizing calculation.
The Bidder has to provide physically separate environment for the
Production Environment (DC & DRC) and for the other stated
environments, the bidder may consider deploying a virtualized/physically
separate solution.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
A.
B.
C.
D.
Production (DC and DRC)
Test & Development (DC Only)
Migration (DC Only)
Training (DR Only)
The Bidder has to provide necessary hardware infrastructure at the
Bank‘s DC, DRC, NLS and wherever applicable.
The Bidder may consider deploying virtualization solution for the
individual solutions. Each virtualized environment shall have its OS
instance (kernel) which can be started (booted), stopped (shutdown)
and upgraded (patches and fixes) independent of all other Virtual
Machine's on the server.
The Bidder has to provide the similar category (i.e., mainly same class similar processor and OS platform) of servers for Test & Development,
Migration and Training as that of the proposed production.
The headroom availability in both the servers and storage is required for
any future expansion if required by the Bank at a future date.
The bidder has to submit the duly updated Appendix 09 – Application
sizing document.
2.4 Enterprise Storage
The Bidder is required to size the storage requirements based on the Bank‘s
business projections and the proposed applications to be deployed.
Based on the additional storage requirements of the Bidder‘s solution, the
Bidder is required to augment the Bank‘s existing Hitachi VSP storage
deployed at the DC, DR and NLS. Hence, the Bidder is required to procure,
supply, install, maintain and manage the additional hardware and
software components required. Further, if the Bidder deems it fit to
position a converged or engineered system the Bidder would be required
to furnish the necessary justifications and supporting required as per this
RFP. Further, during the tenure of the Contract, if the Bank wants the
Bidder to take over the management and maintenance of the entire
storage, the bidder will be required to satisfy the requirement. If a
converged or engineered system is positioned by the Bidder in lieu of
augmentation of the Bank‘s existing Hitachi VSP storage, then the bidder
will also be responsible for the storage component upgrade and
augmentation.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
2.5 Solution Design
The Bank requires the architecture to have at least the following
capabilities/features.
a. Modular and multi-tier architecture
The Solution architecture should be open and multi-tiered (E.g.
presentation layer, business logic layer and data layer as independent
tiers with well-defined interfaces between the layers to enable loose
coupling) with a modular object oriented component based design
using the latest cutting edge technology and Service Oriented
Architecture best practices.
b. End to end IT Architecture
The Solution should have a compatible end to end IT architecture
covering
End to end Solution architecture
End to end integration architecture
End to end implementation architecture
c. Data Transfer between systems
In the proposed solution the data transfer from one process to another
or from one application to another, particularly with respect to critical
or financial applications, should not have any manual intervention in
order to prevent any unauthorized modification. The process needs to
be automated and properly integrated through ―Straight Through
Processing‖ methodology with an appropriate authentication
mechanism and audit trails
d. 24 X 7 X 365 availability
The Critical Business Solutions and other proposed solutions‘ design and
deployment architecture should be such that the system is available to
users 24 X 7 X 365 days a year without any down-time including for
daily, monthly/quarterly/half-yearly or annual closings, system
maintenance, backups, data warehousing data mining, report
generation, MIS generation, and while running batch processes.
Further, activities such as Patch management and Anti-Virus updation
should also not entail downtime.
e. Bi-lingual language requirement
The CBS solution should have bi-lingual capability (English and Hindi)
and should be able to interact with any other bilingual (English and
Hindi) system providing data represent-able in required format. The
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
CBS should provide bilingual functionality as per regulatory
guidelines.
The bilingual functionality should be provided along with the go live
of the first pilot branch.
The Bidders are required to refer to the Master Circular DBOD No.
Rajbhasha.BC. 25/ 06.11.04/ 2012-13 dated July 2, 2012 on the ‗Use of
Hindi in Banks‘. The Master Circular has been suitably updated by
incorporating instructions issued up to June 30, 2013 and has also
been placed on the RBI web-site (http://www.rbi.org.in).
The Bidders proposed business solutions would be mapped to these requirements
as part of the detailed evaluation process. The Bidder also has to provide the
Appendix 12 – Undertaking of Authenticity for the Solution components
proposed.
2.6 Solution deployment
The matrix below displays the location for the installation of the instances of the
proposed solutions.
The Bidder is expected to implement and factor the application license,
hardware, environmental software and related services based on the below
stated matrix.
Application/
Solution
DC
DRC
NLS*
Storage
T&D
Migrati
on
Prod Com
pute
Stora
ge
Training
ProdCompute
Storage
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
No
No
Yes
No
No
Yes
Yes
Yes
No
No
No
Yes
No
No
Yes
Yes
Yes
No
No
No
Yes
No
No
Yes
Yes
Yes
Yes
Yes
No
No
No
No
No
No
No
Yes
No
No
No
No
No
Yes
Yes
No
No
No
No
No
No
No
Prod –
Compute
Critical Business Solutions
Core Banking System
Trade Finance
Enterprise GL
Government Business
Module
Mobile Banking
Application
integration solution
Other Business Solutions
Asset Liability
Management
Fund Transfer Pricing
Budgeting and
Planning
Cost Allocation
Visual Analytics
Electronic Operations
Manual and
Compliance
Assurance Solution
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Technology Solutions **
Data Archival and
Purging Solution
Disk to Disk backup
solution
Data Leak Prevention
Database Activity
Monitoring
Application Change
Control Solution and
Automated Business
Application
Monitoring
Policy Driven End user
protection
Network and
Application Security
User control Platform
Security Vulnerability
& Incident Manager
Security Incident
Event Manager
Enterprise
Management
Solution
WAN Optimization
between DC and
DRC
IT DR and IT Business
Continuity
Management
Automation
Version Control
System
Yes
Yes
No
No
No
No
No
No
No
Yes
Yes
No
No
Yes
Yes
No
No
No
Yes
Yes
No
No
Yes
Yes
No
Yes
Yes
Yes
Yes
No
No
Yes
Yes
No
No
No
Yes
Yes
No
No
Yes
Yes
No
No
No
Yes
Yes
No
No
No
No
No
No
No
Yes
Yes
No
No
Yes
Yes
No
No
No
Yes
Yes
No
No
Yes
Yes
No
No
No
Yes
Yes
No
No
Yes
Yes
No
No
No
Yes
Yes
No
No
Yes**
Yes
**
No
No
No
Yes
Yes
No
No
Yes
Yes
No
No
No
Yes
Yes
No
No
Yes
Yes
No
No
No
Yes
Yes
No
No
No
No
No
No
No
*NLS compute capacity is based on Bidder‘s solution design to meet zero data
loss and also meet the RTO and RPO specified and may not have to be 100% of
the DC or DRC compute capacity.
**EMS solution deployed at the DR would be from the perspective of monitoring
and management of the DR
2.7 Database (RDBMS) and Operating System (OS)
The Bidders must factor licenses for suitable databases for all
applications/solutions proposed in the RFP response for the purpose of the
Solution. For Critical Business applications (Production Environment) the
Bidders should only propose Enterprise CPU based licenses for full use and
should not factor any particular application specific licenses. Bidders will
be required to factor RDBMS database licenses proposed and required for
the functioning of their solution in the Appendix 15 – (Bill of materials). The
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RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
RDMBS licenses should be in compliance with the Eligibility Criteria, the
Annexure 4- Minimum specifications and related RFP requirements. The
RDBMS should not be open source and should be ODBC compliant and
the OEM should control/support the same as also all future
versions/upgrades. The Bidder will have to provide complete support for
installation, implementation, maintenance, facilities management, etc
during the period of the contract. The Bidder‘s proposed solution needs to
comply with the Annexure 01 –Eligibility Criteria.
In addition to the Appendix 15 – (Bill of materials), the Bidders are required
to submit the detailed sizing for the Database license requirements for the
Solution across DC, DRC and NLS for branches in the Appendix 09 –
Application Sizing. The count of the licenses should be in line with the
proposed solution design and sizing proposed across solutions.
Additionally, the Bidders should also factor any other necessary licenses
required for clusters, load balancing, partitioning, tuning Manager etc. The
Bank expects the bidder to position an optimal solution to reduce the
database cost. Especially with regards to the core based software
requirements such as database licenses etc, the Bank will only pay the
Bidder for licenses that are sized for that particular year and not for the
additional licenses which the Bidder may deploy. However, the hardware
proposed should have all the RAS features and should meet the minimum
technical specifications stipulated in this RFP and should be capable of
meeting the proposed load and business and branch growth and
relevant requirements of the RFP.
The Bank, at its own discretion, may decide to procure the database and
other related license/s directly from the OEM.
The Bidder should not consider any open source operating system for the
critical solutions. In case open source is considered by the bidder, only
supported and stable version of open source can be considered for noncritical systems. All operating systems should be 64 bit with latest and
stable version.
2.8 Data Centre, Disaster Recovery Centre and Near Line Site
design
The Bidder needs to design the DC, DRC and NLS to meet the zero data
loss of the Solution design. The DRC has to be sized at 100% capacity
(Compute and storage) of the DC. The NLS has to be sized as per the DC
production storage applicable for meeting the complete Zero Data Loss
design requirements. The RPO has to be 0 min and RTO has to be not more
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
than 30 minutes for Critical Applications. Refer to the details scope for
further details.
As part of the up gradation project of the storage, the Bank has deployed
a solution for the zero data loss. The Bidder is required to augment the
existing Zero Data loss solution for the proposed Critical and Other Business
Applications as well.
2.9 Co-hosting Services – DC, DRC, NLS
The Bank has co-hosted its DC, DRC and NLS IT infrastructure in respective
service provider‘s premises. The DC and NLS are located in Chennai while
the DRC is located in Hyderabad. The Distance between the DC and the
NLS is about 12-15 kms and the storage based synchronous replication
takes place between the DC and NLS using dedicated link with Dense
Wavelength Division Multiplexing (DWDM) interface.
Currently, the Bank does not have additional space to spare at its Data
Centre/DRC and NLS, hence the bidder is required to factor and provide
the necessary co-hosting space required by the Bidder for the
implementation of the solutions stated in this RFP. The Bank expects the
bidders to design, size, procure, setup and maintain the DC, DRC, and NLS
co-hosting space in the same premises as the Bank‘s existing setup. The
Bidder is expected to provide the co-hosted services throughout the
tenure of the Contract.
The Bidder has to size and supply the hardware, setup and maintain and
provide annual maintenance support for the storage for this local copy of
the customer data and should ensure that it is updated at the frequency
specified by the bank using the bank‘s existing replication solution. Cohosting facility for this local storage solution at branch office will be
responsibility of the bank.
The bidder is also expected to provide onsite support for this storage unit
as and when required and the cost for this should be included in the
commercial under the AMC support of the respective location, the bank
shall not bear any additional expense for the same.
2.10 Data Migration
The Bidder will be responsible for successful data migration from the
existing CBS to the new CBS and the other applications for all branches.
The Bidder will need to migrate the master data and transactional data
for 3 years from the current system to the proposed system. The Bidder‘s
responsibility will also be to perform the data mapping exercise along with
the Bank. The extract of the data from the existing systems will be done by
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
the Bank based on the agreed upon formats for the available data
portion for the domestic branches.
Data migration is primarily concerned with the transfer of data from the
source system to the target system. It is a subset of Implementation. This
section describes the scope for Data Migration from existing source
systems to proposed Core Banking System and other systems. The
overview of the Bidder‘s tasks is as follows:
Assisting in formulating the Data Migration strategy and Data Migration
process documentation
Performing data mapping exercise between the existing solutions Vs
CBS Solution
Providing checkpoint reports to ensure thorough reconciliation of the
data, while ensuring data integrity
Transform and Load the data into the proposed Core Banking solution
and the other related data storage for the bidder‘s proposed solutions
to function correctly.
Masking of the data as required by the Bank throughout the tenure of
the Contract.
Performing data cleansing and removing data insufficiency while
migrating to the proposed Core Banking solution and the other related
solutions.
2.11 Interfaces
The interfaces required for the Solution need to be sized, designed,
developed, tested, installed, implemented and maintained by the Bidder,
during the contract period, fully meeting the functional, technical,
integration and interfacing requirements. The Solution should enable all
currently specified interfaces as well as allow for introduction of new
interfaces/channels as the case may be.
The Bidder is expected to interface the Solution to the Bank‘s applications
which are mentioned in Annexure 05 – Interface Requirements of this
document.
The Bidder will be responsible for identifying the detailed interface
requirements for integrating the proposed packages to the systems as
mentioned in Annexure 05 – Interface Requirements. The Bidder has to
provide a one-time cost for each interface in Appendix 15 – (Bill of
materials).
The Bidder must ensure that all the proposed application vendors agree to
share data dictionaries with Bank for statutory and regulatory
requirements, current and future product interfaces/modules such as
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
BI/DW, MIS-ADF, CRM, Risk Management, Compliance Solution, Inspection,
CRISIL, Treasury Solution, Internet Banking, ATM Interface, Document
Management, Integrated Payment Hub, etc at no cost and assist the Bank
in mapping their data formats and semantics with the new products as
required by the Bank during the contract period.
2.12 Co-existence
The Bidder has to define a strategy and process to operate the existing
legacy CBS solution and the new CBS solution. Hence the Bidder is
expected to implement a co-existence plan to ensure there is no
business disruption to the end users of the old and the new CBS and that
the Banking operations can be conducted on both applications. The
Bidder will be responsible to prepare and implement the co-existence
strategy to ensure smooth operations between branches, ensure efficient
system of operations with special reference to delivery channel
transactions like ATM, Internet banking, POS transactions, inward
clearing, inward and outward remittances, interbank transactions,
execution of all batch interface transactions/processes like standing
instruction, interest, dividend, salary payments, recovery of bank‘s dues
etc and should reconcile the same between the two systems on a daily
basis. The system should be able to reconcile, provide mashed data for
all reporting requirements, MIS, for both internal and regulatory reporting,
at required periodicities and in required formats. Thus the Bidder has to
define, deploy and implement the Co-existence strategy and End to End
Business processes in order to operate the existing CBS and the new CBS
solution during the phased rollout of the solution. As part of the technical
bid, the Bidder has to submit the co-existence approach that the Bidder
envisages to implement as part of the Project covering the technical,
functional and solution design.
The co-existence strategy should take care of the entire roll out and
stabilization period and should have been approved by the Bank before
its implementation.
The Bidder would be completely responsible for the co-existence
strategy, design, implementation, testing and maintenance during the
co-existence period. The Bidder will have to detail the methods used to
process transactions and reconcile transactions between the old and
new CBS across branches. The Bidder has to provide a suitable solution
for implementation and managing the transition during the core banking
migration of the existing solution to the proposed solutions which will
happen in a phased manner. The Bidder is required to factor and
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
procure all necessary software, hardware and also design, develop and
maintain an interim solution until all branches are converted to the new
CBS application. The co-existence solution should be such that there is no
impact on the Bank users and customers.
The Bidder has to take full responsibility of the co-existence solution and
ensure that any changes that may be required by the systems are
discussed and agreed upon with the bank. The bidder shall provide
necessary technical assistance to the Bank‘s IT team, if required, to
prepare for the smooth transition of the Bank‘s existing solutions including
CBS and other applications and delivery channels, during the transition.
The Bank in turn shall take care of managing and maintenance of the
existing CBS and other Bank application and delivery channels that are
not part of the Bidder‘s scope.
The Bidder has to envisage and quote for all the applicable costs related
to this co-existence period in Appendix15 – Bill of Materials.
2.13 Training
The Bidder is required to provide training to the Bank‘s personnel on the
complete Solution and also provide a training schedule and furnish
training details as per the RFP requirements for training all users of the
Bank on the new core banking and other applications for its branches.
The various types of trainings required are covered in Section 6 –
Implementation Methodology and Bidder would need to quote for the
commercials in the Appendix 15 – (Bill of materials).
For the End user trainings at the Bank's training centres, the Bank will
provide the training premises infrastructure. For all other trainings at
domestic locations, the Bidder will need to provide or make available
the training infrastructure.
2.14 Facilities Management (including AMC, ATS and other support
services)
The Bidder will be the single point of contact and responsible for Facilities
Management, AMC, ATS, guarantee & warrantee for all components,
hardware, software, etc. While bidding for providing facilities
management services, the products and solutions proposed by the
Bidder by way of this RFP should come with warranty as provided by the
respective OEM vendors. The AMC/ATS support should be similar to the
warranty support. Thereafter, the Bidder should provide AMC/ATS for
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
these products and solutions as the case may be, for the remainder of
the contract period through OEM. The Bidders have to note that:
All hardware infrastructure need to be covered under three year onsite warranty post which Bidders need to quote for applicable AMC
All software need to be covered under one year warranty post which
the Bidders need to quote for applicable ATS
The Bidder need to have back to back arrangements with the
respective OEM/s for all AMC/ATS for the entire contract period,
details of such arrangements should be provided to the Bank annually
or on a mutually agreed period
During the tenure of the Contract the Bank at its discretion may
choose to take over from the Bidder part or whole of the services
being rendered by the Bidder. In such situation, the Bidder shall share
all the necessary knowledge to the Bank or its appointed Vendor.
2.15 Helpdesk
The Bidder is expected to procure, implement, commission and maintain
an integrated helpdesk solution for the entire period of the contract to
support its operations.
The Bidder is also expected to staff the helpdesk with agents as
described in this RFP Section 6 – Implementation methodology for
achieving the service levels required. The Bank will provide the necessary
seating space in its premises furnishing, electrical connections for the
same along with PCs, PSTN/IP telephones with STD facility, fax machines
etc. The Bidder is expected to provide and install PCs with the required
helpdesk application and make it functional. The helpdesk should act as
a single point of contact for all users both internal and external whether
for service requests, incidents or problems for all the solutions provided by
the bidder.
Service desk topology
• Level 1 (L1) Service desk would need to be setup at the Bank‘s
premises covering two shifts per day on all working days of the Bank
between 6 am and 10 pm IST. The Bidders have to provide the cost for
minimum 48 man-shifts per day (24 people in each shift). The support
staff in the L1 helpdesk must have a minimum relevant experience of
two years each. The Bidders should include the complete cost of the
L1 helpdesk for the entire contract period as part of the Commercial
bid. The Bank reserves its right to replace the L1 staff, in stages or in full,
over a period of time with that of if own team or another appoint
Provider, in which case bank will discontinue payments in respect of
the replaced staff.
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• Level 2 (L2) Service desk would need to be setup at the Bank‘s
premises covering 24*7 operations of three shifts per day on all seven
days of the week. The Bidders have to provide the cost for minimum
24 man shifts per day (8 people in each shift). The support staff in the
L2 helpdesk must have a minimum relevant experience of two years
each. The Bidders should include the complete cost of the L2
helpdesk for the entire contract period as part of the Commercial bid.
• Level 3 (L3) Service desk would need to be provided from the
respective OEM premises. The Bidders should include the cost of the L3
helpdesk as part of the AMC/ATS cost of the respective OEM cost. This
shall be considered under the 24*7 operations support window for the
tenure of the Contract.
The Bidder is expected to comply with the helpdesk solution requirements
stated in Section 6 – Implementation methodology and quote for all
applicable costs in Appendix 15 – (Bill of materials).
2.16 Bandwidth Sizing
a) The Bidders will only need to size the network bandwidth and the Bank
would provision the bandwidth and links accordingly. The Bidder is
expected to size the bandwidth required for the solution and provide
details as per Appendix 10 Bandwidth Requirements.
The high bandwidth links that the Bidder need to size are
1.
2.
3.
4.
5.
6.
7.
DC to DRC (Primary and Secondary)
DC to NLS (Primary and Secondary)
DRC to NLS (Primary and Secondary)
DC to MPLS (Primary and Secondary)
DRC to MPLS (Primary and Secondary)
DC to Business Units (Primary and secondary as applicable)
DRC to Business Units (Primary and secondary as applicable)
The Bank would procure the bandwidth separately and commission the
same.
Bandwidth for Bank branches and offices:
b) Bandwidth is a critical component required for enabling the CBS users
to access the systems from the Bank‘s locations. Thus, it is imperative for
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
the Bank to understand the impact of the Bidder‘s proposed solution
viz. Core Banking solution (inclusive of Government Business).
c) The Bidder is required to confirm the Bandwidth requirement across the
Bank‘s branches based on the proposed CBS solution.
d) The Bidder is required to duly update to Appendix 10 – Bandwidth
Requirement and Appendix 15 – Bill of Material (Bandwidth sheet).
e) Based on the commitment provided by the Bidder, the Bank will be
able to identify the cost of bandwidth upgrade (Refer Appendix 15 –
BOM (Bandwidth Sheet). The rates for the upgrade are stipulated (in
Appendix 15) by the Bank along with the details of the branches. The
total upgrade cost will be considered by the Bank for the purpose of
arriving at the Bidder‘s TCO for Commercial Evaluation purposes. The
Bidder is not required to implement the bandwidth upgrade. However,
if the bandwidth committed by the Bidder does not suffice the
requirement, then the Bidder will be required to reimburse the Bank for
the upgrade of that bandwidth link. This reimbursement will be
applicable (Year Over Year) from the date of upgradation of the link
till the end of the Bidder‘s Contract period.
f) The Bank is in the process of upgrading links to 256 kbps, hence if the
Bidder is recommending an upgradation till 256 kbps, the bandwidth
rates will not be considered for TCO calculation purposes.
Kindly refer to the table below which is an extract from the Appendix 15 –
Bill of Material, sheet ‗j. Bandwidth‘.
Primary Bandwidth
Link Type
Link
Bank Comments
Bandwidth
in Kbps
MPLS - LL
64
MPLS - LL
MPLS - LL
MPLS - LL
MPLS - LL
256
512
1 Mb
2 Mb
The cost for upgradation to
256kbps, if applicable, would
not be considered for TCO
calculation purposes.
Bandwidth
upgrade,
if
application, will be considered
for TCO calculation purposes.
g) Furthermore, if the Bidder wishes to design, propose, implement and
maintain a technology solution in lieu of the requirement for upgrading
the bandwidth, the Bidder will be required to provide the detailed
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
technology solution architecture and details along with relevant
supporting documents to prove the success of the solution. All charges
related to this product and services for will need to be factored in the
Appendix 15 – Bill of Material. This will be considered in the Bidder‘s
TCO and the Bidder will be required to deploy the end to end solution.
The Bidder should ensure that all the necessary components and
services required for the proper functioning of the solution have been
factored. The Bank will not bear any additional charges except the
bandwidth charges for that location since the Bidder has suggested no
upgrade.
h) Further for the Purpose of the Bank‘s consideration the Bidder is
required to share details of compression solutions and the effect of the
solutions in Appendix 10 – Bandwidth Requirements.
2.17 Liaison with Existing Bank Vendors
The Bidder is required to liaise with the existing application and delivery
channel vendors of the Bank and with the Bank‘s internal IT team at
Bank‘s locations and draw their complete support in implementing the
CBS solution and other applications as per the implementation timelines
of the RFP.
2.18 Manuals/Documentation
Soft copies of User and Technical manuals are to be provided for all the
functionalities/modules/hardware/tools proposed for the Solution
separately. In addition, online help with search option has to be made
available for all users for all applications. Data dictionary for all
databases for all applications should also be submitted. Copies of all
legal documents, including copies of arrangements and tie-ups with third
parties for periphery applications, if any, Back to Back SLA/AMC/ATS
arrangements, Professional service agreements signed by the bidder to
provide the necessary uptime or for meeting the SLA signed with the
Bank shall be provided as and when the agreements are entered into or
renewed.
2.19 Project resources deployed by Bidder
Bidder has to ensure that only experienced personnel who have past
experience in relevant and necessary areas for undertaking the Project
activities are deployed to the Bank. For performing key activities
identified and as defined by the Bank, the Bidder has to ensure that the
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respective OEM resources are available onsite in the Bank for
undertaking and supporting the activities. Bidder shall include ensuring
that the key project personnel are not replaced during the period of the
contract without obtaining the prior permission of the Bank. In case the
key personnel have to be replaced under unavoidable circumstances,
the Bidder shall provide a written notice of one month in advance to the
Bank and shall make available an equal or more qualified replacement
at no extra cost to the Bank. Further, the Bidder has to plan for adequate
resources for activities, define roles and responsibilities and also ensure
there shall be minimum overlap of responsibilities. Bidder has to submit
the team profiles as per Appendix 13 – Project Team profiles. The Bank
has a right to interview and reject resources deployed by the Bidder.
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3 About the Bank
Indian Overseas Bank (IOB), a Public Sector Bank, was founded on
February 10th, 1937 with the twin objectives of specializing in overseas
exchange business and overseas banking. The bank has more than 3000
domestic branches which are expanding at a fast pace. The well spread
network of branches, efficient customer service and the committed
human resources, are the strong points of the Bank.
The Bank has about 1900 ATMs and plans to increase them further. It has
sponsored 2 Regional Rural Banks viz. Odisha Gramya Bank, Pandyan
Grama Bank.
3.1 Bank Organization Structure
Bank has a three-Tier Administrative set up, wherein all domestic
branches are controlled by its Regional Offices (61 Nos.), NBGM Office
and Central Office at Chennai.
Central Office (Chennai)
National Banking GMs’
Offices
Regional Offices
Domestic Branches
Figure 1: Organization Structure of Indian Overseas Bank
Bank has recently come up with LOB / Business Verticals concept within
the existing three tier setup. Bank has also introduced the City Back
Office concept and has opened 50 City Back Offices (CBOs) which
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takes care of the Cheque Truncation Hub / Clearing House function /
Account opening process, besides Bank has also opened many
specialized SSI/MSME/NRI/Personal Banking branches and Centralized
Loan Processing Centres for its retail /corporate lending. Bank has also
opened a few Fully Self Service Branches/Gen Next Branches and is in
the process of opening more of such specialized branches.
Regional Rural Banks
The Bank has sponsored two Regional Rural Banks, viz. Pandyan Grama
Bank in Tamil Nadu and Odisha Gramya Bank in Orissa.
Pandyan Grama Bank
Pandyan Grama Bank established on March 9, 1977 is having its
Head office at Virudhunagar. The operational area of the bank
covers fifteen districts viz. Sivagangai, Ramanathapuram,
Virudhunagar, Tirunelveli, Tuticorin, Madurai, Pudukottai, Dindigul,
Kanyakumari, Thanjavur, Tiruvarar, Trichy, Theni, Perambalur and
Nagapattinam.
Odisha Gramya Bank:
Odisha Gramya Bank has been established by a notification
dated 07 Jan. 2013 of Government of India amalgamating 3
Regional Rural Banks operating in the state of Odisha viz.
Neelanchal Gramya Bank (Parent Bank – Indian Overseas Bank),
Baitarani Gramya Bank (Parent Bank – Bank of India) and Kalinga
Gramya Bank (Parent Bank – UCO Bank).
3.2 Current State
Over the last 10 years, the Bank has developed and maintained its own
in-house developed Core Banking System software called ‗CROWN‘
which is also implemented in the RRBs sponsored by the bank.
The Bank migrated all its domestic Branches / Regional Offices to
―CROWN‖ by April, 2009. ―CROWN‖ is on Two-Tier architecture, with
Sybase as a database and a character based front end application
accessed through terminal emulation software. The CBS application is
developed using native front-end ―APT-WORKBENCH‖ from Sybase. The
CBS database functions on Sybase 15.0.3 on IBM P595 series Servers (in
cluster) connected with an Enterprise class Hitachi Storage through
director class switches. The CBS Application is ported on multiple
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applications servers (Oracle (Sun) Hardware) connected to a pair of
Radware load balancers.
CROWN maintains similar look and feel as that of the TBA package used
in Bank‘s branches for the past 10-12 years. The users are familiar with the
system since TBA days. The system is capable of generating many preformatted reports that cater to the needs of customers, branches,
administrative units, Central Office and to meet the regulatory / statutory
reporting. Many transactional and MIS reports are also available in the
CBS system. The CBS has a total of 27 modules relating to Inland
(domestic) and Forex business covering various areas like Savings,
Current / Term / Recurring Deposits, Loans, Remittances, Trade Finance,
Agri / Medium and Small and Medium Enterprise, Forex-Merchant
Transactions of Exports / Imports / Letter of Credit (LC) / Letter of
Guarantee (LG) / Forward Purchases / Sales, Locker, Govt. Business like
Online Tax payments, VAT, PF, Pension Payment, Fee Collections, Utility
Services. The Bank has developed online credit Monitoring software,
including Online System generated NPA system, as part of the CBS.
The following tables summarize the scale of the current deployment:
Sr.
No
1
Application Name
2
4
Treasury (FINS, IOB
Fetrem )
Treasury Domestic
(TRIMS)
Data Warehousing
5
Business Intelligence
6
ADF (Automated Data
Flow) & MIS
Risk Management
Kastel
Asset Liability
Management –
Pinnacle
Cheque Truncation
System
Financial Inclusion
3
7
8
9
11
CBS – Crown
Account Information
Systems (AIMS)
Number of branches in which the Application is
operating
100% CBS (all domestic branches, Regional Offices,
National GMs‘ Offices, CBOs and Central Office
Departments)
Central Office & Branches
Central Office
All domestic branches, Regional Offices, National GMs‘
Offices, CBOs and Central Office Departments
All domestic branches, Regional Offices, National GMs‘
Offices, CBOs and Central Office Departments
All domestic branches, Regional Offices, National GMs‘
Offices, CBOs and Central Office Departments
Under Implementation
Under Implementation
Branches, Regional Office (Only reports) and Central
Clearing.
All domestic branches, Regional Offices, National GMs‘
Offices, CBOs and Central Office Departments
Central Office
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13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Biometric
Risk Based Internal
Audit(RBIA)
Offsite Concurrent
Audit Solution(OCAS)
Anti Money
Laundering (AML)
CHRIS – HR
Mobile Banking
Internet Banking
Credit Cards
ATM Reconciliation &
Switch
Trading Platforms
Depository (NSDL and
CSDL)
Personnel &
Administration
Department (PAD) –
Investments
Inter Branch
Reconciliation
Vigilance Package
Currency Chest
Online Loan
Origination system
and Credit RAM rating
software from CRISIL
and CRRM
Govt. Accounts and
Pensions
SWIFT Alliance Access
(Normal SWIFT) &
SWIFT Connect
(Package bought
from Xchanging)
SFMS - Structured
Financial Messaging
System
Asset Liability
Management –
Pinnacle
Online Complaint
redressal System
SAP-NetweaverCustomer Connect
module-Cash
Management,
Payment and
Receivable
Branches/Offices functioning on CBS
All domestic branches, Regional Offices, National GMs‘
Offices, CBOs and Central Office departments
All domestic branches, Regional Offices, National GMs‘
Offices, CBOs and Central Office Departments
Central Office & Regional Offices
Central Office, Regional Offices and Branches
Customers
Customers, branches
Outsourced
Central Office
Central Office, Branches, RO and CO
Central Office, Regional Offices and Branches. Currently
operates out of two Regional Offices – Chennai and
Mumbai
Central Office
Central Office
Under development
Only with Currency Chest attached branches
NBGM, Central Office, Regional Offices, Branches
Central Office, Regional Offices and Branches
Central Office, and Branches
Central Office, and Branches
Central Office, Regional Offices, and Branches
Branches, Regional Offices, and Central Office.
Branches, Regional Offices, and Central Office
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35
processing, online
LC/LG, Channel
Financing
Trouble ticket software
for CBS/Internet
banking Help Desk
Email and unified
communications and
Share point portal
(Intranet)
Branches, Regional Office, and Central Office
Branches, Regional Offices, NBGM and Central Office
Table 01 –Distribution of Applications
The enterprise landscape is illustrated in two parts a) Application Landscape and b) Supporting Infrastructure
Landscape. The two sections are explained below.
The below diagram displays the overall functional landscape
Fig 2. Current Application Landscape (Bidders can refer to the abbreviations in the section below)
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3.2.1
Application Landscape
 Modules/Functions within the CROWN – CBS
The Bank plans to replace CROWN (encompassing the below stated modules/
functions) with the new CBS proposed by the Bidder. Following are the existing
features available in CROWN
#
Name of the Module
Key Functionality
1.
Savings Bank Module
2.
General Ledger
Savings Bank Module –Basically caters to Individuals as a part of the Savings Account
process. Also caters to other parties like clubs, associations. Module caters to this
Interest bearing account in the bank.
GL – It is the backbone of the bank‘s accounting system.
General Ledger has two functions.
1) Serves as an Accounting module for all Assets and Liabilities heads of the bank.
2) It is used for certain accounting transactions which are specifically routed through a
module that outside the listed modules.
3.
Inland Collection of Bills
(ICB)
ICB – Module catering to Bills for collection, Bills purchased and primarily relates to all
customers related bills.
4.
CDCC – (Current Deposits
and Cash Credit)
5.
Cheque Book Management
6.
Deposits
7.
IBP – Bill Purchase
8.
Trade Finance –
IMPO/EXPO/LC/BG/PC
9.
NewGen (RTGS/NEFT)
Current Accounts and Cash Credit is a Corporate banking module, where corporate
accounts are maintained. While Current Account (CA) is by nature a credit nature
module, with occasional overdrafts allowed. Credit Card is a credit facility module
where customers enjoy a replenished facility. It has another module called EDI
(Electronic Data Interchange) which is used for payments of custom duty to port
authorities.
Primarily to maintain cheque book stock, cheque book issued, and cheque paid
status.
Caters to both Savings and CDCC module.
It is primarily a Term Deposit module.
Holds all data regarding acceptance, provision of interest, tenure and closure
management of all Term Deposits.
IBP – Bill Purchase module.
Includes demand purchase and discounted bills.
Only broad scope.
IMPO – Handles all Import aspects, includes remittances etc.
EXPO – All transactions relating to exports.
LC module includes issuance of LCs, extensions and retirement of LCs. Also includes
Inward LC registration, consumption of Inward LC, and retirement of LC.
LG (BG) Letters of Guarantee – Issuance of (Bills) Letter of Guarantee, extensions and
retirement. Also includes inward Bills of Guarantee.
Some BGs may be out of the system, but records are maintained as they are primarily
physical instruments.
Packing Credit – Advances given to exporters for order fulfillment.
Anywhere Banking (AWB) – For NEFT/RTGS – National Electronic Fund Transfer (NEFT)
and Real Time Gross Settlement (RTGS) allow individuals, companies and firms to
transfer funds from one bank to another. Performs standardized NEFT/RTGS
Functionality.
AWB is also used for the purpose of Debit Card Maintenance. Debit Card
Management – Issuance of various types of cards, Lifecycle maintenance, PIN
generation, Closure.
Also takes care of Debit card issuance and Remittance for credit cards and RTGS
fund management
Debit card application management software, including issuance, hotlisting, status modification etc
10.
AWB (Remittance for Credit
Cards)
Credit card payments through branches.
On a daily basis the Credit card application vendor is sending the credit card dues to
the branches. Upon the customers intending to make payments to credit card dues,
this menu allows to capture the payment details and upon end of day a remittance
file is sent to the credit card vendor for their updation.
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11.
ADV– Advances
12.
Credit Card
13.
Clearing
14.
FETS - Foreign Exchange
Transaction in Suspense
15.
DDR – Demand Draft
Reconciliation
Inter Branch Settlement
Account (IBSA)
16.
17.
Government Business
Module
(PPF/SCSS/Oltas/Easiest/VAT
collection/RBI)
Advances module captures the master details of the loan.
Module performs the following :Interest rate maintenance
Repayment schedule maintenance
Security master
Insurance Master
NPA management
Follow up of Revival process
Restructuring of Advances
Suit filed advances
Stagnant advances and others
This package is completely out sourced. YCS is the vendor providing the service, they
maintain the credit master.
To process cheques deposited by the customers drawn on other banks.
It has features to handle the clearing process as local clearing, speed clearing
process.
Its functions also include CTS, Cheque realisation, accounting of credits, Recovery of
charges on account of return, etc.
(Foreign Exchange Transaction in Suspense )FETS is a Suspense Transaction module
where branches are authorised to make payment on foreign related transactions and
claim reimbursement from the Treasury (Foreign) Department.
The module deals primarily with functions related to the above activities.
DDR - Functions include - Demand Draft Reconciliation. Issuance of Drafts,
Revalidation of Drafts, Stop payments, and Payment of Draft.
Inter-Branch Settlement Account - Where funds are transferred between branches,
which may or may not relate to customers.
Module primarily is involved in aiding the settlement between branches, which may
be ultimately for customers, but on broad scope is branch-to-branch settlement for
various purposes, that also include clearing of cheques relating to branches outside
the local clearing house radius.
Primarily only for Tax Collection.
Various types of taxes, duties.
Also includes NPS. (National Pension Scheme.)
This module consists of the Public Provident Fund (PPF), Senior Citizen Savings scheme
(SCSS). It has a sub module called OLTAS (Online Tax Accounting System) for direct tax
collection, eg. Income Tax, Wealth tax.
It has another sub module called EASIEST (Electronic Account System for Excise and
Service Tax) for Indirect Tax collections - Service Tax , Excise and Indirect TAX for
Central Government
A sub module for state wise collection of VAT and one for Relief Bond Investment (RBI)
Function of the module: To park transactions, which are not immediately identifiable
to any particular account or a customer, and on identification to be transferred/
reversed to the appropriate account. (Interim Parking account)
18.
Suspense/Sundry Creditors
19.
MIS – Reporting
20.
Batch
21.
22.
23.
24.
25.
Cash
Liqui deposit
Security (SC)
Signature Module
Locker Module
Cash Management lifecycle
Liqui deposit module - Flexi Deposit Module
Branch administration
Verifications of signatures
Provide locker management functionality
26.
Aadhaar link account
maintenance and Aadhaar
based transaction
processing
Two functionalities are built for Aadhaar related activities. Viz. Enable branch users to
link the customer account to Aadhaar number for seeding to NPCI. In addition, the
Aadhaar application enables processing of transactions routed through NPCI‘s APBS
bridge for Aadhaar enabled payments, both as sponsor bank and destination bank.
Function of the module includes generation of various types of reports, both
scheduled and un-scheduled.
Ability to create and execute batches, and produce Reports - Print Batch Details. This
is support functionality.
Provision required to handle RASF process as defined by NPCI from all customer
related channels and also to finally upload seeding data to NPCI. Aadhaar is akin to
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27.
Electronic Clearing Scheme
(ECS)
28.
Integrated Payment
Gateway – IPG
29.
Electronic Clearing System. Aadhaar related payments are received and paid by the
Bank, for which the application helps by uploading and downloading files. Used by
Central Office. Direct beneficiaries are credited
Module handing the Electronic clearing of the customers. This module handles both
RECS and NECS data formats
IPG is an intermediate server which was used for ATM transactions and debit card
transactions between ATM switch and CBS. Currently this module has been
discontinued for use.
Fees Collection Module
This module is used for collection of fees from academic institutes, recruitment fees
and utility bill payments.
30.
31.
Central Plan Schemes
Monitoring System (CPSMS)
Processing of Account validation / cheque validation /transaction validation. In
addition, integration with APBS bridge.
eFMS Processing
Validation of account numbers received from eFMS portal (xml files) and generation
of response files. Processing of financial transactions – FTO (Funds Transfer Orders) –
online - consist of on-us and off-us transactions - push off-us transactions through NEFT
/ ECS / APBS – Generation of Response files of the transactions processed for the day
and upload to eFMS portal.
32.
NACH Process - National
Automated Clearing House
Data file process as Sponsor as well as Destination bank – Credit and Debit process –
Transaction processing – response file generation and uploading – accounting and
reconciliation.
Table 02 – Application Modules within CBS
 Surrounding Applications (outside CROWN)
Following is a list of the surrounding applications that are outside CROWN. The
Bank plans to replace the solutions marked as ‗Replace – Yes‘ with the Bidder‘s
proposed solution. The other applications which are not being replaced would
need to be interfaced by the Bidder with the new CBS wherever applicable. The
bidder will be responsible to interface all the necessary applications required for
the functioning of the Bank throughout the Tenure of the Contract.
Sr.
No
Type of
Application
Application
Name
In-house
or Product
OEM
Name
In house
1
Business
Application
Treasury
(FINS, IOB
Fetrem )
2
Business
Application
Treasury
Domestic
(TRIMS)
In house
3
Reporting
Data
Warehousin
g
In house
Key Functionality
FINS is used for Foreign treasury business
mainly at the central office consisting of
Merchant trading, NOSTRO accounts,
VOSTRO accounts and sending data to SWIFT
system.
IOB Fetrem is a module within FINS which is
used for branch level transactions. Both these
systems are developed and maintained in –
house
TRIMS is a domestic package which
incorporates investments, money markets,
valuation and interest accrual. It is takes
information feed from BSE , NSE and FIMDA
Data ware house sits on data marts and a
Centralized Data Repository which receives
data from an ETL utility. It sends data to CIBIL ,
Experian Himark , Equifax systems
Interfaci
ng with
CBS
Bidder to
Replace/
Upgrade
Yes
No
Yes
No
Yes
Upgrade
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Reporting
Business
Intelligence
Oracle
5
Reporting
ADF(Autom
ated Data
Flow ) &
MIS
Ramco
6
Business
Application
Risk
Manageme
nt
Pinnacle
3i –
Infotech
7
Business
Application
Cheque
Truncation
System
In House
(Partially)
V-Soft,
AGC
Global
8
Business
Application
Financial
Inclusion
Project
TCS
9
Business
Application
NACH
In house
10
Business
Application
Account
Information
Systems
(AIMS)
In house
11
Support
System
(Authentica
tion)
Business
Application
Biometric
Precision
Informatics
Risk Based
Internal
Audit (RBIA)
Aurion Pro
13
Business
Application
Aurion Pro
14
Business
Application
Offsite
Concurrent
Audit
Solution
(OCAS)
Anti Money
Laundering
(AML)
15
Support
Application
CHRIS –
(Human
Resource
Manageme
nt)
In house
12
3i-infotech
Business intelligence platform is built on OBIEE
v11.1.1.5. It caters to all regulatory and
management reporting requirements
producing more than 1600 reports. This system
gets data feed from the CBS reporting server
which serves as a data repository for CBS
data one day older than current.
Automated data flow caters to regulatory
reporting mostly required by RBI and other
governing bodies. The Data ware house
exports data to ADF server which sends
reports to RBI.
For ALM there is an application from 3i
Infotech. FTP is done using an internal
module, Market risk is catered to by a third
party system called Kastel from 3i Infotech.
There is no system for operational risk
CTS is used by branches, that involves
capturing of cheque images and presenting
it to the clearing house, the processed
cheque from other banks is also received,
and posted and approved at CBO(City BackOffice). Used by branches.
Handheld instruments that are used to pay or
receive cash, through business
correspondents. It interacts with CBS on a real
time basis. It is a General banking tool, used
for last-mile banking, in unbanked areas.
NACH is akin to Electronic Clearing System.
NACH related payments are received and
paid by the Bank, for which the application
helps by uploading and downloading files.
Used by Head Office.
Accounts Information Systems – Used for
Generation of Balance Sheet. Consolidation
of BS is done through this system. Central
Office GL is handled through AIMS. GL is
individually pushed into the AIMS database,
and the data is populated from CBS, and
Balance Sheets are consolidated.
Gaining access to the CROWN system,
through Database verification, upon which
password entry is required. Used by Branch
Staff.
Bank‘s Internal Inspection Software that helps
in risk based audit of the assets of the
branches. Risk rating is done through the
system. Used by Inspection Department.
Provides Alert Pop-ups on a daily basis, based
on certain parameters provided by RBI. Used
by Inspection Department, Regional Office
and Branches.
Yes
Upgrade
Yes
Upgrade
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Any transaction that is in contravention to the
risk parameters assigned to the account,
alerts are provided to the Bank. Used by
Inspection Department. Forwarded to FIU
(Financial Intelligence Unit) (Cash
Transactions – Monthly. Others –Daily)
Human Resources module. Takes care of
Increment, Salary, Promotions, Appraisals,
Leave, PF, etc. CBS entry is possible only after
verification by CHRIS. Used by HR
Department.
Yes
No
Yes
No
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Business
Application
Mobile
Banking
HCL
It offers Banking and m-commerce facilities
through mobile phones. Provides alerts for
transactions done through mobile. Used by
customers.
Ledger view, Transfer of funds within the
Bank, NEFT, Scheduled reminders through the
net. Used by customers.
View the outstanding and remittance
through CBS. Used by customers/ branches.
Credit Master is outsourced.
ATM Reconciliation helps in three way
reconciliation – switch, CBS and various
consortiums eg. Visa, RuPay, etc, finding out
the variances in the ATM transactions cash
dispensers. Reconciliation is done at Central
Office by Transaction Banking Department.
Switch directs all transactions to the Bank‘s
CBS from other banks. Switch is used at
Central Office.
Reuters, Autoban, CCIL, Citibank – Main
trading Platforms for Interbank Trading for
Foreign Exchange. Used by Treasury
Department (Foreign).
Maintains Database for the customers in a
Dematerialsed form. Used by customers.
Yes
Yes
17
Business
Application
Internet
Banking
In house
Yes
No
18
Business
Application
Credit
Cards
Outsource
d –YSE
Yes
No
19
Business
Application
ATM
Reconciliati
on & Switch
ISGL
Yes
No
20
Business
Application
Trading
Platforms –
Information
-
No
No
21
Business
Application
In house
22
Business
Application
23
Business
Application
24
Business
Application
Depository
(NSDL and
CSDL)
Personnel &
Administrati
on
Department
(PAD)
Investments
Inter Branch
Reconciliati
on
Vigilance
Package
No
No
In house
Investment details of Staff PF and other funds
are handled by this PAD Investment
Application. Used by PAD (Personnel &
Administration Department).
No
No
In house
Yes
No
No
No
NIC
Transactions between branches are
reconciled. Settlement of DDs amongst
branches.
In-house developed package, being used
by the Vigilance Dept, for handling the
vigilance cases that include case history,
details and evidence.
Reflects the aggregate holding of cash and
maintenance of Cash on behalf of RBI. Used
by branches.
This system gathers financial and managerial
perspectives of the customer and provides
credit rating based upon the rating model
selected. The bank is commissioning a Loan
Origination System which will help them
achieve holistic credit processing.
It deals with issue and soft PPOs (Pension
Payment Orders). It covers Civil, Defense,
Railway, Telecom. It covers Civil, Defense,
Railway, Telecom. CPPC (Centralised Pension
Processing Cell )
New pensions module is being built.
Collections from Post Office Accounts
25
Business
Application
Currency
Chest
RBI
26
Business
Application
Credit
Processing
System
CRISIL
27
Business
Application
Governmen
t Accounts
and
Pensions
In house
28
Business
Application
Post office
Collection
29
Business
Application
30
Business
Application
National
Pension
Scheme
Electronic
Clearance
System
In house
In house
In house
No
No
Yes
No
Yes
No
Yes
No
This functionality is under development
Yes
No
Utility bill payment
Yes
No
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31
Business
Application
SFMS
SFMS
(Provided
by IDRBT)
32
Business
Application
Swift
33
Business
Application
Direct
Remittance
Facility
34
Business
Application
Dubai - UAE
using Flash
remittance
Swift
Connect
(provided
by
Xchange)
Integra
(Singapore
) &Inhouse for
integration
with
CROWN.
In-House
Real Time Gross Settlement (RTGS) / National
Electronic Funds Transfer (NEFT) related
functionalities and opening of Letter of
Credit.
Inward and Outward of SWIFT messages. All
messages from and to Authorised Dealer
branches is dealt by this Package.
Yes
No
No
No
Remittances/Transfer of funds from Overseas
branch customers (both account holders and
non-account holders) to Domestic Customers
instantly. Caters to Singapore, Hong Kong
and Bangkok.
Yes
No
Instant Credit of Inward Remittance to the
customer account from branches of UAE
Exchanges in Dubai.
Yes
No
Table 03 – Application Modules outside CROWN - CBS
 Asset and Liability Products
The Bank has several products which it offers to its customers. These products
serve as critical business rules in the system and are divided into different
categories refer Annexure 06 – List of Bank Products for further details.
 Interfacing Summary
The Bank‘s peripheral applications interface with the current Core Banking
System to fetch the daily transaction data. The current CBS is deployed on a
Sybase Data base to which most systems connect through ODBC/JDBC drivers
and perform either data fetch or post operations. Some of the systems receive
flat file through port based connectivity which they internally process. Some of
the recent systems like Cheque truncation and Biometric applications interact
with CBS through web services. Most of the interfaces are tightly coupled and
there is no middleware layer currently in the architecture.
 Reporting Modules
The Bank is required to report several key information and data points from both
regulatory and managerial standpoint. The bank has developed an in house ETL
(Extract Transform Load) utility which consists of a menu driven UNIX program to
invoke data extraction from other critical business systems to load data into data
marts in the Data warehouse server. Some of the key consumers of this data are
systems like Top Management, Central Office Departments, NBGM offices,
Regional Offices and branches, additional the external customers are CIBIL
(Credit Information Bureau (India) Limited), Experian, Himark, Equifax, RBI. Besides
this the Bank has recently procured Licenses for Informatica ETL tool and plans to
use the same for many data extraction and reporting requirements like for CIBIL
etc.
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Figure 3: IOB’s Data Warehouse Architecture
Bank‘s Business Intelligence system is built on OBIEE (Oracle Business Intelligence
Enterprise Edition v 11.1.1.5.4 platform produces reports which help in doing data
mining, historical analysis, modeling and forecasting, real time analysis. It
produces almost 600 analytical reports.
Figure 4: IOB’s Business Intelligence Architecture
Internal MIS
Is an in house developed reporting system which produces around 400 non
analytical scheduled reports which are accessed through the bank‘s intranet.
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 ADF & MIS
The bank has procured an ADF/MIS system from M/s Ramco Systems which
extracts data from business systems using Informatica 9.0. This data is loaded into
a CDR (Centralized Data Repository) in the Data warehouse and is then used by
ADF/MIS system to produce the required reports. ADF produces around 203
reports and MIS around 400 reports.
Please refer Annexure-8 for the list of Reports produced within the Bank.
 Payment Gateway
The bank has an Internet Payment Gateway (IPG) provided and hosted by
Financial Software and Systems (FSS). This payment gateway interacts with Debit
Cards, Credit Cards, Point of Sales (POS), Kiosks and Internet Banking. The
payment gateway interacts with IOB switch, which, in turn connects to CBS for all
information retrieval and update operations. The IPG receives more than 50,000
transactions per day including 15000 transactions from e-commerce through
Internet Banking and around 1600 transactions per day through debit cards.
 Channels
The bank currently uses the below mentioned delivery channels to dispense
critical services to both its retail and corporate customers. All these delivery
channels interface with the current CBS database through ODBC type 3 drivers
or through port based connectivity. There are also systems like ATM which
connects through IOB Switch (Narda Switch managed by YSE). SWIFT Connect
gets connected to Treasury Foreign Operations, which is a separate system. In
the SFMS operations, besides RTGS/NEFT, LC Operations are also connected,
which ultimately gets connected to the CBS. They follow messaging formats as
defined by ISO 8583, PCI DSS and other NPCI (National Payments Corporation of
India) messaging formats











NEFT (National Electronic Funds Transfer)
RTGS
Mobile Banking
Internet Banking
ATM , Debit and Credit Cards
Payment Gateway
KIOSK
POS
Channel Financing
SAP - Integration with corporate customers
SFMS
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 Mobile Banking
The Bank currently has an application from M/s Zylog Systems in place for
providing its mobile banking services. The Bank currently hosts this application
from its data Centre. The Bank has approximately 20,000 mobile banking users.
The solution can be accessed through secure SMS service; Browser based
connectivity on GPRS network and through java based mobile application. The
solution offers services like
Query Services,
Request Services
Fund Transfer Services
IMPS (Immediate Payment Service) which includes Person to
Person banking
M Commerce which includes Utility Bill Payments, Mobile top up
services and movie ticket bookings.
The application directly interacts with current CBS through an interface.
Currently there is no native application to access the platform from Android, iOS,
Windows, Blackberry based smart phones. The platform currently receives 200
transactions per day, however around 1000 alerts are sent to customers via this
channel. The bank is currently working on introducing IMPS based Person to
Account, Person to Merchant services, USSD.
 Current portfolio of Bank’s Debit and Credit cards
Debit Card Variants:
i.
ii.
iii.
iv.
Classic Card: Classic Card is targeted at the overall market, i.e., the
mass market. All accountholders eligible for issue of debit card can be
issued with this card. This card is issued in association with Visa, Master
Card and RuPay (Association with RuPay has been confirmed). Bank
allows both personalized and InstaCard as well.
Gold Debit Card: Gold Card is issued to privileged customers who
maintain daily average balance of Rs.50,000/- in the account.
Targeted at Middle Income customers.
Platinum Debit Card: Targeted at Elite customers who maintain daily
average balance of Rs.75,000/- in the account. Visa offers a package
of various facilities that are provided to the cardholders.
Signature Debit Card: Targeted at High-Networth Individuals (HNIs),
who maintain an Daily average balance of Rs.1,00,000/-. The card is
power packed with exclusive benefits like airport lounge access,
premium offers from Visa, Free other Bank ATM usage, Air accident
insurance etc. The Bank also runs a Loyalty rewards and cash back
offers on its debit/credit Visa cards.
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Other Debit Cards:
i.
ii.
iii.
iv.
v.
Kisan Rupay Card: Kisan RuPay comes under the RuPay consortium. It
is targeted at agricultural customers at Semi-urban and rural branches.
No minimum account balance is required. Cash Credit facilities are
offered through this Kisan RuPay card and can be used at POS
terminals for purchase of agricultural inputs.
Student Debit Card: Targeted at students, it is primarily a photo card
that has a photo of the student. In case of tie-ups, the barcode of the
college will be embossed and can be used as Multi-Purpose Student
Cards. No Minimum Balance required.
Bank also offers separate photo Visa debit cards initially targeted at
youth, is now available to everyone.
Bank has also recently launched a separate Debit card called
Connect Card that is a non-photo card that caters to Youth between
the age group of 10-28.
Bank is in the Process of launching SME Debit Card that caters to Small
& Medium Enterprise customers. Also, Bank is in the process of issuing
EMV (and its variants) Compliant Cards.
Prepaid Card: The Bank issues Prepaid card in 2 variants as under:i.
―Overseas Cash‖ Prepaid Foreign Travel Cards – It is primarily an
overseas travel card issued in arrangement with VISA, aimed at
Exporters, Foreign Travelers, Students on Overseas Education and
Business People. First started in 2006, and it is issued by Branches
authorized to deal with Foreign transactions. It is a prepaid card
supported by magnetic strip band technology and is presently
denominated in US Dollar only. The amount loaded is subject to
Foreign Exchange Regulations and cash is accepted only to upto
Rs.50,000/-. This can be used at ATMs and POS terminals.
Bank has also launched Gift cards, with tie-up with VISA, that are available to
both Customers and non-Customers. With a minimum limit of Rs.100, and a
maximum of Rs.50,000, it can be recharged in multiples of Re.1. The entire life
cycle management of the card is managed by Yalamanchili Software Exports
(YSE) (Earlier Known as YCS)
Credit Cards
i.
The Bank has launched its own credit card under the brand name IOB
Credit Card (Only VISA currently) in the year 2006 under two variants
viz., Gold Cards to target high income segment and Classic Cards to
cater to the mass segment. Tie-up with Master Card has been finalized,
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and the Bank is planning to launch Credit Cards (MasterCard) in the
future.
Bank has issued 47000 Credit Cards including add on cards as on
31.12.2013.
Classic Card: Limits are sanctioned upto Rs.50,000/- (Three slabs –
10,000, 25,000 and 50,000) Available to all existing IOB customers.
Gold Card: Limits are sanctioned from Rs.60,000 to Rs.5,00,000.
Available to all existing IOB customers based on eligibility criteria like
Salary, Balance Sheet (For self-employed) etc.
ii.
iii.
iv.
Payment of Dues:
i.
ii.
iii.
At present the payment of the credit card dues are accepted at the
branch through the payment module provided in the core banking
system. The cardholder can make the payment by cheque or cash by
approaching any of Bank branches by just mentioning their card
number.
The payment of the credit card dues is also accepted through the
Internet banking of our bank with the link provided in the internet
banking menu by simply entering the card number. (Registration is a
must)
Credit Card payments are also made through a facility called Auto
Debit that is initiated on Customer‘s request.
Bank is also proposing introduction of alternate channels for payment
of credit card dues through Third-party vendors like Bill Desk etc, where
funds are transferred through Internet Banking or other channels,
provided by the vendor.
Channel Financing
Channel financing provides credit facilities to the suppliers as well as the buyers,
using the Billing system. Both the parties will be customer of the Bank with a TriPartite agreement, Bank will ensure finances to the parties, based on Bills lodged
by the Suppliers. All transactions will be handled electronically, and paper
consumption is reduced totally. On due date of each bill retirement, retirement
will be taken care by the System to the debit of current account. This facility is
intended to cater to Large Corporate Customers.
SAP Integration with Corporate Customers
This facility is provided to Corporate Customers (mainly Medium and Large
Corporates), who already have SAP based billing system. Through this facility,
they can push their Invoice Data, LC Request, Cheque Print Request and other
requests, through the SAP system, available with the Bank. These details are
electronically transmission, and Bank will handle the Invoice Transmission to the
beneficiaries. The requests are customized based on Customer requirements.
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SFMS
SFMS refers to Structured Financial Messaging System, and is a package
provided by IDBRT (Institute for Development & Research in Banking Technology).
It takes care of Real Time Gross Settlement (RTGS)/ National Electronic Funds
Transfer (NEFT) related functionalities. Indian Overseas Bank (IOB) also utilizes it for
functionalities relating to Letter of Credit (Opening).
3.2.2
Infrastructure Landscape
a. CO-HOSTING
The Bank has designed its services to be hosted from a tier 2/3 Data Centre (DC)
along with a Disaster Recovery Centre (DRC) and a Near Line Site (NLS).
Currently, the Data Centre hosts the entire infrastructure required to support the
bank with few residual servers being hosted from IT Department at the Central
Office.
Data Centres
The bank‘s data Centres are located in Chennai (DC and NLS) and Hyderabad
(DRC). The address for these locations would be made available on specific
request to the Bank. Currently, there is no free space available for the Bidders
proposed solutions.
Current Statistics
Servers hosted
Total Sq. feet
DC
80
1320 (920 – Old cage area
+ 400 – New Cage area)
Number of racks
38
Table 04 – Existing Co-hosting space details
NS
6
400
DRC
50
750
12
25
b. CBS Servers
CBS has two tier architecture with its Database hosted on IBM P 595 series servers.
The application is hosted on SUN V490 servers which receives the request via the
load balancer Radware App director 1000. The Bank is in the process of
replacing these servers since they are EOSL. The distribution of the servers in the
primary data Centre, disaster recovery Centre and near line site is provided in
the table below.
Application
CBS – CROWN ( in DB cluster)
CBS –REPORT
CBS- REPLICATION
CBS- Development
CBS –Backup
CBS APPLICATION
( 4 SERVERS IN LOAD BALANCING)
Make & Model
IBM P595 :9119
IBM P560Q:9116
IBM P 550Q
IBM P 550Q
IBM P520Q
SUN FIRE V490
DC
2
1
1
1
1
5
DRC
1
1
1
NLS
1
1
1
1
3
1
0
Table 05: Server List hosting the CBS – CROWN
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The Bank has plans for upgradation of IBM 595 servers at the DC (both
clusters) to a fully loaded 64CPU, 512 GB system, by stripping the IBM595 at
NLDC of its 128 GB memory/ and 32 CPUs.
The old IBM595 servers (stripped version with base module of 128 GB memory
&16 CPUs) will be used to introduce compute for ATM at NLDC. Currently
bank is not having any compute at the NLDC for ATM.
Augmenting and Re-using the Bank’s IBM P780 server
The Bank is in the process of procuring one IBM P780 Server at the Near Line
Site with seven years warranty.
The Server can be populated with a maximum of 4 Nos. of System CEC
Enclosure. Currently hardware is populated with 2 Nos. of System CEC
Enclosure. Each system enclosure supports a maximum of 32 processor cores
@3.72Ghz. Hence the Bank will be utilizing the existing 64 cores for their
CROWN CBS and other existing applications. The configuration of the server
is stated in Annexure 09 - Existing Server and Application Configurations. This
server is highly scalable and the Bank would like the bidder to protect the
Bank‘s investment and leverage this server for the Bidder‘s proposed solution
(excludes solutions classified as Critical Business solutions in this RFP). The
System can be upgraded with another 2 nos. of CEC enclosures, I/O
Backplane, System Midplane & Memory. Hence the Bidder would need to
augment this existing setup. The details of the upgradation components,
software and services must be factored in the Appendix 15 – Bill of Material.
Further, if necessary, post the implementation of the 3500 branches, based
on the confirmation from the Bank, the Bidder may consider shifting this
server to the DC or the DR, if deemed necessary by the bidder.
c. Storage
The Bank has migrated its CBS and ATM applications to Hitachi VSP and is
currently utilizing the Hitachi USP 1100 storage solution for other solutions
which too are being migrated to the new VSP storage. The Hitachi storage
is present in each of its hosting sites (DC, DRC and NLS), for CBS and other
critical applications such as ATM, CHI (Clearing House Interface), Financial
Inclusion Project, Internet Banking, Central Office (CO) Departments. In
order to create a robust underlying storage for its mission critical systems
taking into account their growth patterns and technological advances
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the bank has already implemented a 3 – way data replication
mechanism for CBS using Hitachi VSP Architecture.
The below chart depicts the technical specifications of the storage
solution drawing a comparison between the current and planned
solutions.
Storage Specification
Current (VSP)
Site Location
Total available raw
storage (TB)
DC
DRC
NLS
101.5625
85.1565
59.375
RAID Level
1+0 , 5
Current IOPS,
Number of host
interfaces
45500
1+0 , 5
similar to PDC when
required
1+0 , 5
similar to PDC when
required
48
48
48
48
48
48
FC
FCoE
NA
NA
NA
iSCSI
Yes
Yes
No
Hitachi NAS
Yes
Yes
No
172
400 GB SSD
600 GB & 900 GB SAS
151
400 GB SSD
600 GB & 900 GB SAS
105
400 GB SSD
600 GB & 900 GB SAS
160 GB
160 GB
128 GB
9
9
9
Hard Disks
Volume / Disk
Cache Memory
High Performance
Drives (SSD)
T
able-06 – Current Storage Specifications
The current Hitachi VSP system can be augmented to incorporate
growing data volume requirements. The CBS migration will require the
bank to ramp up the storage to support both the existing CBS and the
new CBS in the co-existence phase. The below table describes the
augmentation capability of the Hitachi VSP.
Storage Specification
Site Location
Total available raw storage
Number of host interfaces
FC
FCoE
Hard Disks
Volume / Disk
Cache Memory
High Performance Drives
Indicative Scalability
PDC
DRC
1.7 PB
1.7 PB
192
192
96
96
96 @ 10 Gigabit
96 @ 10 Gigabit
1876
1897
900 GB
900 GB
1 TB
1 TB
192 Flash disks
192 Flash disks
256 SSD disks
256 SSD disks
NLS
1.75 PB
192
96
96 @ 10 Gigabit
1943
900 GB
1 TB
192 Flash disks
256 SSD disks
Table 07 – Hitachi VSP Storage Scalability
The above projections are based on the below stated assumptions
SAS disks used have a unit capacity of 900 GB
Currently no FCoE ports are used
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Flash Disks have a unit capacity of 1.6 TB
Solid State Disk have a unit capacity of 400 GB
d. SAN Switch and FC-IP Router
The Bank has currently deployed a new Brocade DCX 8510 – 4 Enterprise
Class SAN Switch and Brocade 7800 – Enterprise Class FC - IP router.
Details: The FC-IP router is an integral component of the storage network
and currently the bank is using McData Integriti 1620, 2 units are installed
in every data Centre. The Bank has also tested the Brocade 7800 for CBS.
Each router has 4 ports all of which are used. This current set up will be
migrated to Brocade 7800 which will have 6 ports out of which 4 ports are
for FC and 2 for Gigabit Ethernet, 2 units will be installed at every site.
e. Replication Solution
Data replication is the technology on which the bank depends to ensure
its Disaster recovery Centre and Near Line site are in sync with the Primary
data Centre and achieve a 3 way DR strategy. Hitachi True Copy (TC)
and Hitachi Universal Replicator (HUR) solutions provided along with the
new storage solution help achieve synchronous replication for CBS DB and
ATM applications which need to be synchronously replicated to all the
data Centres. Other critical systems like HRMS, Treasury, BI, AML, etc., are
asynchronously replicated through oracle‘s Data guard solution. The
bank also has in place Sanovi Panaces which is primarily used for DR
automation but also provides a file and folder replication utility. This is used
for replicating asynchronously the Internet banking application
.
Fig5: The future Replication solution will work as shown. This will enable the 3 way DR.
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f.
Disaster Recovery and Business Continuity Planning Automation Solution
The Bank has in place a Disaster Recovery Management tool, Sanovi
Panaces. Sanovi Panaces provides the functionality to automate and
schedule scripts used for switching to DR site from Primary DC this helps in
carrying out DR test and trials. The bank carries out quarterly DR drills.
Currently the Bank‘s trials have reported a Recovery Time Objective of
more than 2 hrs and a Recovery Point Objective of around 15 mins.
Currently, Sanovi Panaces is configured for implementing recovery and
switchover for the bank‘s CBS application, ATM, Net banking, Mobile
banking, RTGS, NEFT and Oracle databases.
g. Backup Solution
The bank has a backup solution for taking tape based backups of the
enterprise data. For backing up the CBS database it uses EMC Networker
solution which currently backs up 4Tb of data daily with both incremental
and full backup policy, however it uses LTO3 (Linear Tape Open) tape
drives. The bank also uses IBM tape loader, HP tape auto loader and
Oracle tape auto loader for some of the other applications. However an
initiative needs to be taken to bring all the backups to the latest tape
drive technology and also configure disk to disk backups.
h. Archival Solution
Currently, the bank has not deployed any archival solution. However CBS
Database and CTS Images are getting archived through an internal
mechanism. The bidder should provide a comprehensive archival solution
which will take care of archival, retrieval of data (particular record or in
full), restoration, retirement etc and should be compliant to the IT Act,2000
& IT Act Amendment 2008.
i.
Bank Wide Corporate Network (pan India)
There is a Bank Wide Corporate network infrastructure which connects all
its branches. It uses MPLS cloud service provided by BSNL for it primary
connectivity and has Airtel and Tata to provide secondary links. Some of
the branches are also connected via LL, VSAT and RF. The breakup is
provided below
Links
MPLS (Primary)
Bandwidth
Number of Branches
256 Kbps
3091
LL (Primary)
64Kbps
67
VSAT (Secondary)
64 Kbps
RF/Wired (Secondary)
256 Kbps
464
1236
Table 08 – Branch bandwidth Network Link distribution
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The following table provides a detailed description of the existing
bandwidth available at the DC, DRC and NLS.
Sr. No
DC to MPLS
Link Name
Service Provider
Bandwidth
1Primary
BSNL
100Mbps
2Secondary 1
Tata
230Mbps
3Secondary 2
Airtel
100 Mbps
1Primary
BSNL
100Mbps
2Secondary 1
Tata
115Mbps
3Secondary 2
Airtel
50 Mbps
1Primary
BSNL
60Mbps
2Secondary 1
Tata
138Mbps
3Secondary 2
Airtel
60Mbps
DRC to MPLS
NLS to MPLS
DC – NLS Link (Used only for Storage based replication)
1(DWDM Interface)
BSNL
2 Gbps
2(DWDM Interface)
TATA
1 Gbps
Table 09 – DC, DR, NS Network Bandwidth
In addition to the listed MPLS links, the below mentioned MPLS links are used exclusively
for storage based replication for existing applications.
DC
j.
1 Primary
TATA
340 Mbps
DR
1 Primary
Tata
330 Mbps
NLS - DRC
1 Primary
Tata
330 Mbps
Security Firewalls
The bank has deployed six firewalls throughout the landscape. Two of
these firewalls are implemented at the central office and two each at
Primary Data Centre and Disaster Recovery Centre. The firewalls allow
partner systems like IDRBT – RBI, NFS (National Financial Switch), Enstage,
Mobile Banking, Internet Banking, SSL VPN, ATM switch, etc to connect to
internal systems. The firewalls allow the bank to set up a robust DMZ zone
for all external facing systems
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k. Desktops and Peripheral Systems
The Bank currently has approximately 20,000 PCs which it maintains
through AMC with its various vendors. Along with PCs they also maintain
laptops, thin clients, Printers, Pass Book Printers, plotters. The Bank largely
has PCs with Intel E5700 or AMD X2 550 processors. The Bank also maintains
132 Column Dot matrix – TVSE HD 245 Gold, TVS MSP 240 Classic printers,
Epson. Apart from this they have Pass book printers like TVS Speed, Wipro
4915, and scanners like MUSTEK 2400.Bank is in the process of procuring
about 8975 PCs, printers, scanners, etc mainly to refresh old PCs having
Windows XP operating system and old Printers, scanners in branches.
l.
Antivirus Solution
The bank has deployed Symantec Endpoint protection 12.1.3 for all its
servers and end user systems. The Symantec system pushes definition
updates on a daily basis before beginning of day. The current solution
provides features like Intrusion prevention, firewall policy, application and
device controls, proactive threat protection, Antispyware.
m. End user Device Management and Messaging and collaboration
Bank is in the process of implementing a technology solution to ensure
effective end user device control and management and lay down an
effective communication and collaboration network for its users. The Bank
has deployed Microsoft System Centre Configuration Manager V 2007 R2
(SCCM) for carrying out its server and client security patch management
requirements. They also intend to use this technology for software patch
upgrades.
n. Active Directory
The Bank is in the process of implementing Active Directory 2008 and has
moved around (13,356) end points to its domain. Microsoft System Centre
Operations Manager is also available which is used for monitoring the
availability and performance of the Microsoft suite of products, windows
server, desktops and thin clients and also for data protection and backup
of windows servers.
o. Email messaging
The Bank has use MS Exchange 2010 as its email solution and has also
implemented MS LYNC 2010 for collaboration. The Bank plans to upgrade
the same to LYNC 2013. The intranet portal of the bank IOB Intranet sits on
SharePoint 2010.
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p. Facilities Management
The Bank‘s IT Facility Management is logically divided into two areas. The
services are designed for CBS and other applications and for end user
support. CBS and all key applications are hosted from their Primary Data
Centre with resilience provided from DR Centre. Currently Wipro functions
as SI and provides onsite touch support, service restoration and
maintenance at both PDC and DRC for CBS, ATM and Storage. Hardware
for other Applications like NEFT, RTGS, ADF MIS, BI, DWH and Microsoft
stack are supported by Accel Frontline on request basis. The Hardware
AMC with Accel, HCL Info systems, Wipro etc.
Oracle RDBMS databases are supported by TCS while SAP provides onsite
support for Sybase.
For CBS application and related components the below mentioned
activities are provided by an in house support team









System Administration,
Software Distribution
Software License Management
Software Maintenance
Updates/Upgrades/New releases/New versions
Enhancements, Customization
Software support
Application Management
Patch Management
Apart from this the Bank also has outsourced its Network LAN, WAN and
Router management, support and maintenance to Wipro. Other key
operation management activities like Assets Purchase, Asset & Resource
tracking & Asset Reporting, Vendor Management is carried out by an in
house team.
q. Helpdesk
The bank currently uses an in house helpdesk team to cater to its service
management requirements around the Core Banking System and other
critical business systems. CBS users can interact with the helpdesk either
through call or directly logging a service request on the in house
developed complaints portal. These incidents and service requests are
served at a best endeavor basis and the support team tries to resolve the
issues within a single business day with some exceptions.
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r.
Training Centres
The Bank has a network of eleven training centres pan India to meet all
the training requirements for its employees. This network of training
institutes is present in almost every major city in India. Refer to Annexure 07
– List of Training Institutes which contains the details of the locations of the
training Centres.
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4 Business Volumes and Growth Projections
4.1 Business Volumes and Growth Projections
The total asset value of the bank as on 30th September 2013 is USD 41.5
Billion.
Following are the details of the Bank‘s current and future growth projections.
Hence for sizing purposes the Bidders are required to consider these
parameters for the seven year tenure of the Contract.
The deposits and advances account volumes of the Bank are expected to
grow at an approximate rate of 20% year-on-year and are as mentioned
below. The number below also consists of Financial Inclusion accounts. For
the current year the bank has a total of 5674000 financial inclusion accounts.
The Financial Inclusion accounts are expected to grow at 10% year–on-year.
Business Parameters (in Cr)
2013-14
2014-15
2015-16
2016-17
2017-18
2018-19
2019-20
2.85
3.42
4.11
4.93
5.92
7.10
8.52
0.42
0.51
0.61
0.73
0.88
1.06
1.27
3.27
3.93
4.72
5.66
6.80
8.16
9.79
Number of Deposit
Accounts Figures in cr
Number of Loan Accounts
Figures in cr
Total Number of Accounts
(Core +FI )
Cumulative Figures in cr
Table 16 – Expected growth of Deposits, Loans and FI accounts
Branch and User Growth Projections
The number of branches and users are expected to grow as following:
Parameters
2013-14
2014-15
2015-16
2016-17
2017-18
2018-19
2019-20
Branches
Users
3302
28721
3700
32081
4100
35458
4500
38835
4900
42212
5300
45589
5700
48966
Table 17 – Expected growth of branches and users
Transactions per Second (TPS)
The Bidder is expected to size the CBS application and related applications as
per the table below
Key Data Points
Number of Transactions
in a day
Peak Load Transactions
(80% of total daily
transactions)
Peak Load Transactions
per second (TPS)
2013 -14
2014 -15
2015 -16
2016-17
2017-18
2018-19
2019-20
3,800,000
4,370,000
5,025,500
5,779,325
6,646,224
7,643,157
8,789,631
3,040,000
3,496,000
4,020,400
4,623,460
5,316,979
6,114,526
7,031,705
221
261
308
363
428
506
597
Table 18 – Transactions per second
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Internet Banking
Internet Banking (Individuals)
2013-14
2014-15
2015-16
2016-17
2017-18
2018-19
No. of users (Individuals) in Lakhs
No. of users (Corporate ) in
thousands
4.5
7
15
20
25
30
2019-20
35
50
52
58
62
67
73
80
Table 19 – Projected Internet banking users
Mobile Banking
Mobile Banking
2013-14
2014-15
2015-16
2016-17
2017-18
2018-19
2019-20
No. of users (In thousands)
50,000
1,50,000
2,50,000
4,00,000
6,50,000
9,00,000
12,00,000
2016-17
4,902
2017-18
5,402
2018-19
5,902
2019-20
6,402
Table 20 – Projected Number of Mobile Banking users
ATM
ATM
No. of ATMs
2013-14
3230
2014-15
3,902
2015-16
4,402
Table 21 – Projected Number of ATMs (Onsite ATMs)
Point of Sales and E – kiosks
The bank has about 450 Point of sale terminals and 100 E-Kiosks as on 31st
December, 2013. The E – kiosks are majorly used to redirect to the bank‘s internet
site and for minor information and details.
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5 Detailed Scope of Work
5.1 Project Scope
5.1.1 The requirements of the envisaged scope are enumerated as
under. However, the Bank at its discretion reserves the right to
change the scope of the RFP considering the size and variety of the
requirements and the changing business conditions.
5.1.2 Based on the contents of the RFP, the Bidder shall be required to
independently arrive at a solution, which is suitable for the Bank,
after taking into consideration the effort estimated for
implementation of the same and the resource and the equipment
requirements. The Bank expressly stipulates the Bidder‘s selection
under this RFP is on the express understanding that this RFP contains
only the principal provisions for the entire assignment and that
delivery of the deliverables and the services in connection
therewith are only a part of the assignment. The Bidder shall be
required to undertake to perform all such tasks, render requisite
services and make available such resources as may be required for
the successful completion of the entire project at no additional
cost to the Bank.
5.1.3 Considering the enormity of the assignment and the envisaged
relationship with the Bidder, any service, which forms a part of
facilities management that is not explicitly mentioned in this RFP as
excluded would form part of this RFP, and the Bidder is expected to
provide the same at no additional costs to the Bank. The Bidder has
to envisage all necessary services to be provided and ensure the
same is delivered to the Bank. The Bank will not accept any plea of
the Bidder at a later date for omission of critical services on the
pretext that the same was not explicitly mentioned in the RFP.
5.1.4 The Bidder is required to note the following points
a. The Bidder has to efficiently size the Solution and other
applications with reference to hardware and software to ensure
high Reliability, availability, scalability, redundancy and
performance of the solution, and to meet technical and
functional requirements as per the terms of the RFP within the
timeframe prescribed by the Bank.
b. The Bidder is completely responsible for the proposed solution to
meet the scope and objectives of the RFP and all addenda &
corrigenda issued thereafter. The bank assumes no responsibility
for the assumptions made by the Bidder. In the event the
proposed solution fails to meet the SLA service levels and the
scope and objectives of the RFP (and addenda), the Bidder will
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c.
d.
e.
f.
g.
h.
i.
have to upgrade, modify or replace the solution at no
additional cost to the bank.
The Bidder must give the details of suitable tools/
software/hardware/utilities/solutions that they are proposing for
the solution. None of the tools/software/database/hardware/
utilities/solutions proposed should be open source. The Bidders
have to ensure that the tools/software/hardware/utilities/
solutions proposed should be fully supported by the OEM during
the period of the contract.
The Bidder will be the single point of contact/reference to the
Bank. The Bank will enter into agreement with the selected
Bidder only. However, the Bidder as well as other
Partners/Associates/Consortium members/OEMs must confirm to
the Bank that they are willing to enter into back to back
agreement with OEM that is in conformity with the deliverables
and other service/uptime commitments the Bidder makes to the
Bank under the contract to be entered into. The Bidders must
share a copy of the back to back agreement with OEM with the
Bank.
All items quoted by the Bidder in the Appendix 15 – (Bill of
materials) would be used by the Bank for the Commercial
evaluation. However, the Bank has the right to procure the items
as required by the Bank during the period of the contract.
Unit prices quoted by the Bidders would be used for
additions/deletions to the quantities at a future date during the
tenure of the contract. The prices quoted for the line items
would be valid and used throughout the period of the contract.
The Bidder has to ensure the arithmetical accuracy of the
technical and commercial bid. The bank will not be responsible
for any errors in the bid submitted by the Bidder.
Any assumptions, changes, deviations other than what is
specified and accepted by the bank will not be considered for
the purpose of this RFP.
The Bank is currently in the process of deploying a Security
Operations Centre (SOC). The Bidder should ensure that the in
scope solutions being deployed by the Bidder integrate with the
Bank‘s Security Operations Centre (SOC) solution. This is to
ensure that all the logs are collected from all the in-scope
devices. Ultimately enabling the Bank‘s SOC team to monitor
the logs, perform the correlation and forensic analysis, raise the
incidents and inform the concerned department/ Stake holders.
5.2 Deployment of Core Banking Solution (“CBS”) and Other
Business and Technology Applications
5.2.1 The Bidder is required to design, procure, supply, install, train,
customize, test, implement, rollout and maintain the CBS
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5.2.2
5.2.3
5.2.4
5.2.5
5.2.6
5.2.7
application and other applications as per the requirements of this
RFP.
The Core Banking solution proposed need to duly meet the
appropriate eligibility criteria as specified in Annexure 01 – Eligibility
Criteria.
The proposed solution should comply with end to end encryption
requirement as per the RBI guidelines.
The proposed solution should comply with the PCIDSS Standards Standards relating to debit card/credit card information, where
sensitive data is required to be encrypted as per RBI guidelines
(which includes Card numbers, security information of customers).
Data at all times, while stationary and data in motion etc. should
be encrypted.
The Bidder is required to configure/parameterize/customize all
existing Bank products as stated in Annexure 06 – List of Bank
products in the Solution
The Bidder is required to propose and quote for licenses for the
applications as follows:
License requirements
5.2.7.1 Licenses and related services for theexisting Bank’s locations
a) Core Banking solution including Government Business(retail
and corporate banking for 3500 branches)
b) Trade Finance (for 1500 branches)
c) MIS and EIS (Enterprise-wide)
d) Mobile Banking (Enterprise-wide)
e) Enterprise General Ledger (Enterprise-wide)
f) Visual Analytics (The licenses should be sized as 2 users per
branch for 3500 branches, bidder to specify the type of
license being factored by them in Appendix 15 –(Bill of
Material))
The above licenses need to be factored in Year 1 & 2 of the
Appendix 15–(Bill of Material), as per the Business Projections
stated in Section 4 – Business Volumes and Projections of the RFP.
Note: The Bidder has to note that in case the Bidder requires any
additional Branch infrastructure, hardware, software, licenses for
operating the Solution, then such additional items will be
considered as part of the TCO.
5.2.7.2 Licenses, Hardware, software and all related services/support for
the additional Bank’s branches
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If the solution proposed by the bidder requires any hardware,
software, database & respective services at the branch or any
other locations other than DC, DRC or NLS then such costs
should be included in the Bill of material in respective sections.
The Bank shall use the rates (on pro-rata basis) in the Bill of
Material across the components and services when the new
branches are to be implemented during the tenure of the
Contract on a pro-rata basis.
The Bank, based on its branch expansion shall procure
incremental quantities from the Bidder.
5.2.8 The Bidder should note that Enterprise wide license, unless otherwise
stated elsewhere in this document, means a perpetual, unlimiteduser license, with no restrictions whatsoever on number of users,
data, asset size, transactions or number of branches/sites across
the Bank. All other licenses should be perpetual with unlimited time
period.
5.2.9 The new CBS application would need to technologically enable all
Banking
functionalities/products
like
Deposits,
Advances,
Retail/Corporate Loans, Credit Monitoring/NPA management,
Documentation Management, Clearing functions at service
branches and other branches, Term Lending, Customer Information
System, General Ledger, MIS and reports, etc. as mentioned in
Annexure 03 – Functional Requirements. The Business solutions
should support a 24x7-processing environment.
5.2.10 The Bank expects the Bidder to set up the required solutions at
bank‘s respective location locations.
5.2.11 The Core Banking application OEM would be completely
responsible upto the completion of 100 pilot branches rollout.
5.2.12 The Bank expects the Core Banking solution to provide for
Management and Executive information reporting as required
by the management and departments of the Bank as well as the
statutory and regulatory bodies from time to time. The Bidder
must ensure that the reports stated in the Annexure 08 – List of
Reports) are generated for the Bank and its regulators. The
Bidder may either generate these reports through the proposed
Core Banking solution or additional solutions. Further, as
necessitated the Bidder will be responsible to augment the
Bank‘s existing setup reporting applications such as DW, BI or MIS
or MIS ADF to generate the necessary reports throughout the
tenure of the Contract. The Bidder has to ensure that whatever
infrastructure – software, hardware, including that for
augmenting the Bank‘s existing applications, as required to
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support the reporting requirements is quoted for in the technical
and commercial bid. The Bank at a later date will not make any
additional payments and accept any plea of the Bidder in this
regard.
5.2.13 For the Trade Finance implementation there is a requirement for
developing a customer front end system to allow the bank‘s
customers and bank employees to create their own reports and
MIS. Also it allows them several other functionalities as specified
in the Annexure 03 – Functional Requirements. The bidder should
assess the bank‘s current MS SharePoint portal and ascertain if
this meets the requirements as specified in Annexure – 04 Minimum Technical Specifications. If it is found that this solution is
not suitable, the bidder has to design, procure, supply, install,
train, customize, test, implement, rollout and maintain a
customer portal to meet the requirement.
The Bidder will be responsible to provide knowledge
management sessions for the Bank‘s deployed personnel for
activities such as and not limited to the following:
a) Configuration
b) Parameterization
c) Customization
d) Database queries
e) Report generation & creation
f) Maintenance & management
g) Monitoring
The Bidder must ensure that the Bank has complete access
(across all logical levels) to all the solutions deployed by the
Bidder.
5.3 Delivery Channel - Mobile Banking
5.3.1
The Bidder has to supply, install, train, customize, test, implement,
rollout and maintain the Mobile Banking solution including the
necessary hardware, infrastructure and the application system
necessary for the application as per functionalities defined in
Annexure 03 – Functional Requirements and meeting the
Annexure – 04 - Minimum Technical Specifications (Mobile
Banking).
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5.3.2
The Mobile Banking solution proposed need to duly meet the
eligibility criteria as specified in Annexure 01 – Eligibility Criteria
5.3.3 The Bank has an existing mobile banking application and the
Bidder will be responsible for replacing that application with the
new solution including migration of existing user database
5.3.4 Since the requirement for mobile Banking is critical, the Bank
expects the bidder to immediately focus on the implementation
of the Mobile Banking application. Hence in the beginning the
mobile Banking application would need to be interfaced with the
Bank‘s existing CBS and other solutions, till such time that the
proposed CBS and new applications are implemented.
5.3.5 The Mobile Banking solution will need to be interfaced with the
existing and proposed CBS applications and other related
applications as would be required for transaction processing, MIS
and Straight Through process. The Bidder is required to propose
Enterprise wide license for this application. The solution
deployment should be in line with the business projections as
stated in the Business Projections section.
5.3.6 RBI had finalized guidelines / regulations for implementation of
Mobile Banking services by Banks in the country. The Bank
understands that mobile Banking is an emerging mode of
communication with the increasing subscriber base of telecom
customers. The solution deployment should be in line with the
business projections as stated in the Business Projections section.
5.3.7 Under this model, as required by the regulatory guidelines, the
Bank customer will be registered for Mobile Banking services
through the channels of the Bank. The broad functionalities that
the Bank requires for Mobile Banking solution are listed in the
Annexure 03 – Functional Requirements
5.3.8 The Mobile Banking solution should adhere to all regulatory the
guidelines such as from Reserve Bank of India, NPCI, Ministry
Guidelines (on technology and security standards, customer
protection issues, etc) on the Mobile Banking.
5.3.9 The solution must comply with the guidelines issued by Reserve
Bank of India on ‗KYC‘, ‗AML‘ and ‗Combating the financing of
terrorism‘.
5.3.10 The Bidder should conduct periodic risk management analysis,
security vulnerability assessment of the application and network at
least once in a year.
5.3.11 The Bidder has to maintain proper and full documentation of
security policies, guidelines, methods and procedures used in
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5.3.12
5.3.13
5.3.14
5.3.15
5.3.16
5.3.17
5.3.18
5.3.19
5.3.20
mobile Banking and payment systems and keep them up-to-date,
based on the periodic risk management, analysis and vulnerability
assessment carried out.
The Bidder has to implement appropriate physical and logical
security measures to protect the system gateways, network
equipment, servers, host computers, and other hardware /
software used from unauthorized access and tampering. The data
centre of the service providers should have proper wired and
wireless data network protection mechanisms.
Bank also reserves the right to conduct regular information security
audits on the mobile Banking systems to ensure complete security.
The Bidder through the mobile banking solution service provider,
must ensure that the secrecy and confidentiality of customer data
is never compromised. In view of the same, the application
service provider will be required to enter into a non- disclosure
agreement with the Bank for the same.
The Bidder must give details of the following in the technical
response submitted:
Risks of application vulnerabilities and compromising customer
data, and the relevant mitigations
Risks of exploiting database vulnerabilities and compromising
customer data, and the relevant mitigations proposed in the
solution
Risks of compromising confidentiality details and the relevant
mitigations offered in the proposed solution
Risks of compromising passwords at database or in the overall
architecture and relevant mitigations in the proposed solution.
Risks of network compromise and non-availability and the
relevant mitigations in the proposed solution
The solution proposed must be telecom operator agnostic,
handset agnostic
The Bidder solution should be scalable and designed to support
the Mobile Banking user growth as specified in Section 4– Business
Volumes and Growth Projections.
The Bidder would also be required to establish interfaces with the
Bank switch and the new and existing Core Banking application.
The Bidder is also expected to work together with the Bank for
necessary documentation to the regulators for approval
Additionally, in the tender response on Mobile Banking solution,
the Bidder must specifically provide for the following:
Declaration that the solution meets the latest Government of
India / RBI/ TRAI guidelines on Mobile Banking
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Types and nature of transactions supported
Registration process for Bank customers through various
channels
Credentials of the application service provider in Mobile
Banking space in India.
5.4 Asset Liability Management (ALM), Funds Transfer Pricing (FTP)
and Cost Allocation application
5.4.1 The Bidder has to supply, install, train, customize, test, implement,
rollout and maintain the Asset Liability Management (ALM), Funds
Transfer Pricing (FTP) solution and Cost Allocation application
including the necessary hardware, infrastructure and the
application system necessary for the application as per
functionalities defined in Annexure 03 A–Functional Requirements
The Asset Liability Management (ALM), Funds Transfer Pricing (FTP)
and Cost Allocation application solution proposed need to duly
meet the appropriate eligibility criteria as specified in Annexure 01 –
Eligibility Criteria
5.4.2 The Asset Liability Management (ALM), Funds Transfer Pricing (FTP)
solution and Cost Allocation application solution would need to be
interfaced with the CBS applications as would be required for
transaction processing, MIS and Straight Through process. The
Bidder is required to propose licenses for the applications as follows
(a)
Asset Liability Management,
(b)
Funds Transfer Pricing,
(c)
Cost Allocation solutions
and it should have asset based licenses. The total asset value of the
bank as on 30th September 2013 is USD 41.5 Billion.
5.4.3 The Bank has recently procured Enterprise licences for ETL tool
(Informatica Ver 9.0). The bidder is required to use the same if it
meets the requirement of the solution proposed by the bidder. In
case if the ETL tool does not meet the requirement of the solution
proposed by the bidder, then the Bidder needs to provision an
enterprise ETL tool for extracting data from the proposed CBS
solution and related applications for the FTP and ALM solutions to
function and other proposed applications. The bidder‘s proposed
ETL solution needs to duly meet the appropriate specifications as
specified in Annexure 04 – Minimum Technical Specifications for ETL
solution.
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5.5 Budgeting and Planning application
5.5.1
5.5.2
5.5.3
5.5.4
The Bidder has to supply, install, train, customize, test, implement,
rollout and maintain the Planning and Budgeting application
including the necessary hardware, infrastructure and the
application system necessary for the application as per
functionalities defined in Annexure 03– Functional Requirements.
The Bidder is required to propose an Enterprise wide application
license or a user based license considering 125 users for this
solution.
The Planning and Budgeting application proposed need to duly
meet the appropriate eligibility criteria as specified in Annexure 01
– Eligibility Criteria.
All Bank‘s locations (revenue and cost centres) need to be
covered.
5.6 Application integration solution
The bank requires the
This solution should
surrounding solutions
align the banking
methodology.
Bidder to implement a robust middleware solution.
enable the Bank to seamlessly integrate the
with the Core Banking solutions. This would also
architecture to Service Oriented Architecture
Hence the Bidder is required to design, size, procure, implement,
maintain and manage a software and related hardware for Integration
and process governance solution.
Additionally, the bidder is required to:
5.6.1 Establish architectural solutions such as logical architecture,
physical architecture, deployment architecture for proposed
solution.
5.6.2 Establish high level design and low level design for the proposed
solution.
5.6.3 Installation, testing, implementation, commissioning, acceptance
and handing over of the proposed solution. The deployment
should address the defined high availability and reliability
requirements
5.6.4 Integration of Integration solution with Bank‘s existing applications
such as core banking, enterprise GL, Delivery Channels and
payments systems and other surround systems etc.
5.6.5 Provide the required documentation and training covering the
solution.
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5.6.6
5.6.7
For the implementation the Bidder should involve the functional
analysts (SME) of OEM of the proposed Middleware software
should be part of the delivery team.
The proposed solution should have the following key features and
functionalities:
a) Integrate back-end systems
b) Current proposed Solutions, Existing and Future Bank‘s solutions
should be able to talk to each other, e.g. CRM, Call centre,
Government Business, Treasury, Payments etc.
c) Multi-channel integration with Core Banking Solution –
CROWN and proposed CBS.
d) Implementable with payment hubs and support SWIFT/SFMS
messages.
e) Should offer standardized integration approach
f) Adapt to an integrated market infrastructure such as CCBM2,
TARGET2-Securities or equivalent.
g) Leverage effectively Financial Industry Message Scheme such
as ISO 20022 or higher
h) Dynamically monitor the real-time status of every payment
transaction to deliver customer service.
i) Streamline payments processing time and also predict and
resolve potential transaction problems before they occur.
The Bidder is expected to provide the compliance of the
proposed solution in Annexure 04 – Minimum Technical
Specifications.
5.7
Visual Analytics
5.7.1
The Bidder has to supply, install, train, customize, test,
implement, rollout and maintain the Visual Analytics solution
including the necessary hardware, infrastructure and the
application system necessary for the application. The bidder is
required to assess the Bank‘s existing BI/DW setup (details
mentioned in Section 3- About the Bank) and if the functionality
required as per this RFP can be derived by augmenting the
Bank‘s current solution then the Bidder may do so and include
all the necessary hardware, software and services details and
cost in the Appendix 15 – Bill of Material. The proposed solution
should meet the technical requirements provided in Annexure –
04- Minimum Technical Specifications for Visual Analytics.
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5.7.2
5.7.3
5.7.4
5.7.5
5.7.6
5.8
The proposed Visual Analytic solution need to duly meet the
appropriate eligibility criteria as specified in Annexure 01 –
Eligibility Criteria.
The proposed solution should provide the capability of
approachable and self-service analytics, visual data
exploration, report viewing and mobile access for business
intelligence to end users. The solution should enable users to
slice and dice data and perform multi-dimensional analysis with
hierarchies and drill paths. The proposed solution should also be
user friendly and highly interactive to ensure enhanced user
experience. In addition to analysis capabilities users without a
statistical background should also have the flexibility to
leverage analytics to gain deeper insight in to their data.
The visualizations and analytics created should be accessible in
an interactive manner by end user using mobile and other
devices like tablets, irrespective of the location. In an offline
mode the same to be available through the use of a native
application.
The overall solution needs to be highly scalable and capable of
handling large increases in data volumes and concurrent users,
at the same time maintaining a light organizational footprint.
The bidder should consider 2 concurrent users per branch, for
3500 branches.
The Bank is already implemented Oracle Business Intelligence,
Essbase and Ramco Decision works for generating the required
MIS, besides having a number of canned reports as detailed in
this document. Bidder to augment the MIS and reporting
system/dashboards.
Electronic Operations Manual & Compliance System
The Bank expects the Bidder to propose an Electronic Operations
Manual & Compliance System (EOMC) duly meeting the eligibility
criteria as per Annexure 01 – Eligibility criteria that will use Process
information as a key driver for enabling Business Excellence, Business
Transformation and Enterprise Change Management initiatives in the
Bank by bringing together Performance, Compliance, Learning and
Collaboration with an objective to simplify its way of working, have
faster decision-making, change management and compliance
assurance.
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Following are the key functional requirements of the Bank for the
solution:
5.8.1
5.8.2
5.8.3
5.8.4
5.8.5
5.8.6
Electronic Graphical Standard Operating Procedures which will
ensure all users in the Bank understand the way of working using
the Core Banking application (Displaying and Communicating
Clear & Well Designed graphical Standard Operating
Procedures)
Effective application of Business Controls within the organization
Implementing Collaboration functionality for Continuous
Improvement
Enabling Optimized Training and Competency Enhancement
framework for increasing adoption of new core banking
solution and the other business solutions proposed by the
Bidder.
Ensure employee compliance to various external regulations
and internal policies
EOMC should be accessible to all Bank‘s locations
The Bidder will be responsible to work with the Bank to develop the
content for this solution based on the proposed Solutions of this Tender.
The Bidder is required to design & size the EOMC Solution at the DC.
Bidder is also required to supply, install, configure and provide onsite
comprehensive warranty & AMC/ATS services for the same over the
tenure of the contract.
The Bidder is expected to refer to Annexure 04– Minimum Technical
Specifications and provide the compliance against each of the
requirements.
Thus the Bidder is expected to design, supply, install, configure and
maintain the solution for the tenure of the Contract.
5.9 Interface & Integration Requirements
The Bidder has to supply, install, customize, implement, train, rollout and
maintain the interfaces including supply of the necessary hardware
infrastructure, tools necessary for the functioning of the Interface
The Bidder is required to build interfaces between the proposed Solution
with the applications and systems mentioned in Annexure 05 – Interface
requirements. It is the expectation of the Bank that the
integration/interface architecture is based around industry best
practices specifically on Service Oriented Architecture (SOA). The below
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section provides a list of the key functions which consists of the most
important interfaces as mandated by the Functional/Technical
Requirements. The Bank reserves the right to prioritize the interface
building within the overall timelines defined in Annexure 05 – Interface
requirements
5.9.1
The Bidder will be responsible for identifying the detailed
interface requirements for integrating the proposed packages
to the systems as mentioned in Annexure 05 – Interface
Requirements and for all other functionalities as mentioned in
this RFP.
5.9.2
The interface architecture should be clearly defined. The
integration architecture should include the types of interfaces
supported; the standards used and should comply with Bank‘s
architecture principles.
5.9.3
The Bidder will present to the Bank the interface requirements
for review.
5.9.4
Any suggestions from the Bank will have to be included by the
Bidder.
5.9.5
The Bidder will be responsible for developing, testing and
maintaining the interfaces. When developing the interfaces, the
Bidder should ensure the requirements of data format,
frequency of data transfer, quality checks and validations
before data transfer and priorities for data transfer are identified
and addressed.
5.9.6
The Bidder must ensure that all applicable interfaces are
automated with no manual intervention.
5.9.7
All support applications proposed by the Bidder to meet the
functional requirements of the Bank should provide an on-line
interface with the new CBS Solution and existing CBS solution
and other critical solutions proposed under this RFP or
implemented by the bank at a later date.
5.9.8
The Bidder will ensure and incorporate all necessary security
and control features within the application, operating system,
database, etc. so as to maintain integrity and confidentiality of
data at all times.
5.9.9
The Bidder will be responsible for setting up the test environment
for interface testing.
5.9.10
The Bidder will help/assist the Bank in preparing the test cases
for the testing. Bidder shall ensure that the test cases meet all
the testing requirements of the Bank.
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5.9.11
The Bidder must ensure that a sound methodology is
implemented (e.g. SOA governance framework, integration
competency centre) to manage the interfaces.
The Bidder is responsible to configure and deploy the interface
and is expected to quote a single amount each for building
each interface. The Bidder will be paid applicable amount for
each of the interfaces built during the quarter, at the end of the
quarter. The single amount has to be quoted as payable during
the first year itself for TCO calculation purposes. The Bank
reserves the right to prioritize the interface building within the
overall timelines defined in Annexure 05 – Interface
Requirements.
The solutions proposed by the bidder including CBS, Mobile
Banking, etc. should have APIs with open standards and should
help in exchange of data with other applications (both existing
and new) over the SOA architecture.
5.9.12
5.9.13
5.10 Reporting and Dashboards
The Bidder will be responsible to generate the necessary business
reports required as stated in the Annexure 03 – Functional Requirements
and the Annexure 08(List of Reports). The reports stated under DW in
the Annexure 08– List of Reports will need to be generated by the
Bidder. Further, the Bidder must also ensure that the reports being
generated from MIS ADF and BI are getting generated. Thus for this, the
Bidder is required to provide all the necessary data from the proposed
systems and port it into the Bank‘s Data Warehouse.
5.11 Technical Solutions
The Bidder is expected to design, size, supply, procure, implement,
deploy, train & maintain the appropriate hardware and software
solution for the below listed Solutions.
1)
2)
3)
4)
5)
6)
7)
Data Archival and Purging Solution
Disk to Disk backup solution
Data Loss Prevention
Database Activity Monitoring
Application Change Control Solution and Automated
Business Application Monitoring
Policy Driven End user protection
Network and Application Security User control Platform
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8)
9)
10)
11)
12)
Security Vulnerability Manager& Incident Event Manager
Enterprise Management Solution
WAN Optimization between DC and DRC
IT DR and IT Business Continuity Management Automation
Version Control System
The Bidder must comply with the minimum requirements for the
technical specifications mentioned in the Annexure 04 – Minimum
Technical Specifications for the respective solutions. The bidder must
quote for all applicable& related hardware and services cost for the
other solutions mentioned in this section for the period of the contract in
Appendix 15 – (Bill of materials).
Notwithstanding anything said in this document the scope of work for
the following solutions should install, implement and help monitor
various IT risks as stipulated in various guidelines issued by regulators,
including RBI guidelines
Additionally, the Bank requires the Bidder to design, size, procure,
implement, maintain and manage the following proposed solutions for
the Bank‘s existing key applications a) Internet banking, b) ATM switch
c) NEFT-RTGS System, d) Treasury (Domestic + Overseas), e) RAM rating
f) HRMS and g)Financial Inclusion.
1)
2)
3)
Database Activity Monitoring
Enterprise Management Solution
Security Vulnerability Manager & Incident Event Manager
The details of the existing setup of these applications have been
mentioned in Annexure 09 - Existing Server and Application
Configurations.
The Bidder is required to factor the required infrastructure and services
in the Appendix 15 – Bill of Material.
5.11.1
Data Archival & Purging Solution
5.11.1.1
The Bidder has to supply, install, train, customize, test,
implement, rollout and maintain the data archival solution
including the necessary hardware, infrastructure and the
application system necessary for the application as per
functionalities defined in this section meeting the technical
requirements as per Annexure 04 – Minimum Technical
Specifications.
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5.11.1.2
The Data Archival solution proposed need to duly meet the
appropriate eligibility criteria as specified in Annexure 01 –
Eligibility Criteria
5.11.1.3
The Bidder is initially required to implement this solution to
archive & purge the Bank‘s CROWN solution. The timelines for
this have been stated in the Timelines section.
5.11.1.4
The Bidder should provide the solution for the archival of data
for all the existing applications running in the Bank including
the existing CBS CROWN. The Bidder should propose a
centralized and decentralized (branch CD based) archival
solution. The solution should be implemented in the branch
within 1 month from the date the branch is migrated from
existing CBS system to the new CBS application.
5.11.1.5
Post the migration of the branches from the existing CBS
solution to the new CBS solution, the Bidder has to implement
the data archival on an ongoing basis such that post the
retention period specified in the new CBS solution the relevant
data is archived for Bank access in the Data Archival Solution.
5.11.1.6
The data archival solution should work with historical data to
provide the bank the functionality to retire and retrieve data
on choice.
5.11.1.7
The data has to be retained in the bank‘s production
environment for three years and remaining of the data shall
be archived. The data in the archive shall be stored for atleast
twelve years or more as suggested by the bank and should be
available for view online by the branches
5.11.1.8
At present the bank intends to conduct data archival activity
for 3 year old data and subsequently year on year 3 year old
data for the tenure of the contract.
5.11.1.9
The Bidder will be responsible for developing reconciliation
reports for reconciliation with legacy system post migration to
the new archival solution.
5.11.1.10 Data Archival system proposed should be compliant to IT Act
2000/2008, that is, it should comply with image based archival
to prove integrity of the data.
5.11.1.11 The data archival solution should, at a minimum, be able to
generate the following reports
i. Any past date balance
ii. Cheque book search
iii. Joint/Nominee register
iv. Demand draft
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v.
vi.
vii.
viii.
ix.
x.
xi.
xii.
xiii.
xiv.
xv.
xvi.
Pay order register
Ledger
Standing instruction
Stop payment
Term deposit register
Transaction scroll
TDS register
15H/15G register
Lien register
Trail Balance
Profit and Loss
Backdated passbook printing and backdated account
statements.
The Bank may choose to avail this service at the pro-rata cost anytime
during the period of the contract for any incremental branches for
implementing the data archival solution. The Bidder shall provide the
complete quote for the solution in the detailed bill of material in
Appendix 15 – (Bill of materials).
5.11.2
Backup Solution – Disk Based backup solution
Indian Overseas Bank expects the Bidder to position a disk based dedupe backup appliance / application which will meet the Compliance
requirements stated in Annexure 04 - Minimum Technical Specifications
duly meeting the eligibility criteria as specified in Annexure 01 – Eligibility
Criteria. This solution is required to take the necessary backup for the
applications proposed as part of this RFP.
The objective of the solution is to ensure faster backups in the
mentioned timeframe and to improve the restorability of data without
disrupting the existing backup policies.
5.11.2.1
5.11.2.2
5.11.2.3
5.11.2.4
The solution/appliance must meet the below criteria for
backup. It should work seamlessly with IOB‘s existing backup
software – EMC Networker 7.4 SP 2.
The proposed solution/appliance should use a variable block
length de-duplication technology for optimal performance.
The solution/appliance should be able to complete daily full
backups within 2 hours & should have RAID6 protection within.
The solution/appliance should be sized to hold a minimum of
17 copies of the data on disk, in order to provide a fast
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5.11.2.5
5.11.2.6
5.11.2.7
5.11.2.8
recoverability of data of the last 1 month (12 Daily + 4 Weekly
+ 1 month-end copies).
The proposed solution should be sized to accommodate the
data growth for 7 Years from day 1.
This solution/ appliance should be used as VTL or alike but
must support both LAN D2D backup and VTL backup at the
same time.
The Bidder is expected to size the daily backup sizes based on
the Bank‘s Business Projections.
The Bidder is required to design & size the Disk Based Backup
Solution at the DC and DRC. Bidder is also required to supply,
install, configure and provide onsite comprehensive warranty
& AMC/ATS services for the same over the tenure of the
contract.
The Bidder shall comply with the minimum technical specification
provided in Annexure 04 – Minimum technical specification for Disk to
Disk backup solution. The Bidder is required to design, size, supply, install,
test, implement and maintain the complete D2D backup solution. The
Bidder shall provide the complete quote for the backup solution in the
detailed bill of material in Appendix 15 – (Bill of materials) as may be
applicable.
The Bidder also has to note that the Bank has an existing Quantum
PX720LTO3 tape library at all the sites DC, DRC and NLS with 12 drives
and a single robotic arm. The software that is running is EMC Networker
7.4 SP 2. The Bidder can use this tape library to take tape backup from
the disk based backup solution proposed. The Bidder should provide
necessary backup software for both the disk based backup solution
and the tape backup solution.
5.11.3 Data Loss Prevention solution (Network DLP)
Bank intends to implement Data Loss Prevention solution at DC, DRC
and NLS as a new initiative to prevent the loss of confidential Bank
data/ Bank customer information that could leak out of the Bank and
would enable bank to reduce the corporate risk of the unintentional or
intentional disclosure of confidential information.
The Bidder is required to design & size the Data Loss Prevention (DLP)
solution at DC, DRC and NLS. The Bidder shall size the solution for the
Bank‘s terminals that are connected to the Bank‘s network for
accessing the Core Banking and other proposed solutions. Hence the
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Bidder is required to factor for 15,000 Terminals accessing the Core
banking Solution in Year 1. Further, for additional branches, the rate for
Year 1 shall be applied.
The Bidder is also required to install, configure & provide comprehensive
onsite warranty & AMC/ATS services for the same over the tenure of the
contract.
The proposed Data Protection solution should be able to address the
following key area:
a. Identify data leakage across all vectors, irrespective of policy
being in place or not
b. Protect data
c. Have flexible control over Remediation of Data Leakage
d. Ease of Use and Quick to Deploy
The Functional requirements of the Data Loss Prevention solution are:
(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
(i)
(j)
Proposed Data Loss Prevention Solution should be able to
provide controls that encompass the Network. The data loss
solution should be able to start at the very basic level and
progress to subsequent advanced levels of usage.
Data protection should also involve being able to identify
known and unknown plug and play devices being connected
to critical data resources. Also, the solution should seamlessly
integrate with Encryption which should be intelligent enough
to enforce Encryption of sensitive data.
The DLP solution should be able to go beyond known policies
and provide Forensic capability on all historic data. Thus, the
DLP should safeguard sensitive data and ensure compliance
by protecting sensitive data wherever it lives—on the network
or in storage systems, while saving time and money with
centralized deployment, management, and reporting.
Quick Deployment capability and Single Management
Console for configuring Uniform Policies across Network
Capability to Monitor all traffic flowing out of the Network,
irrespective of Policies being in place or not
Ability to handle data being written different types of Media
and option to Monitor or Prevent the same
Ability to seamlessly integrate with Encryption and selectively
Encrypt data on the basis of designed policies
Enforce Compliance over data sitting in different locations
and be able to Remediate
Employ different fingerprinting methods to signify sensitive
data
Be Protocol and Port agnostic so as to tackle non-standard
Data Transfer channels
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(k)
(l)
(m)
(n)
5.11.3.1
5.11.3.2
5.11.3.3
5.11.3.4
5.11.3.5
5.11.3.6
5.11.3.7
5.11.3.8
5.11.3.9
Forensic Capability of searching through all the past traffic
Capability to exert sufficient control on external devices being
connected in the environment
Flexible Reporting options for technical as well as High level
reports
Multiple Deployment options comprising of Hardware and
Software
The Bidder is required to monitor all relevant data leaving the
Network and be able to create policy for protection of the
same.
The Bidder is required to locate all of the Sensitive data and
classify it according to set process. The bank or its appointed
consultant will classify the data based on criticality.
The Bidder is required to put in place prevention or protection
rules for that data deemed necessary.
The Bidder is required to install the data control for identifying
any change in the critical files identified by the bank.
The Bidder shall configure integrity monitoring for the files and
ensure write protection wherever necessary.
There should be enough audit trail capability to identify drift in
the document and all the relevant details like who made
what changes and change details.
Audit should allow for Reporting and Search capabilities.
The Bidder shall provide the training of the deployed solution
to the Bank personnel for 2 batches with 5 personnel in each
batch.
The DLP solution should duly meet the minimum technical
requirements as specified in Annexure 04 – Minimum Technical
Specifications
Note: The Data Loss Prevention solution proposed by the Bidder is
required only for the Solution components proposed by the Bidder. End
point data loss prevention is out of scope for the Bidder. The bidder‘s
solution should complement the end point data loss prevention
capabilities available in branches (Symantec SEEE).
5.11.4 Database Activity Monitoring solution
Bank intends to address the database security concerns by
implementing Database Activity Monitoring solution at DC, DRC and
NLS. Bank has identified critical applications whose databases will be
monitored by Database Activity Monitoring solution.
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These applications are as listed below:
Critical Business Solutions
1)
Core Banking System
2)
Trade Finance
3)
Enterprise GL
4)
Government Business Module
5)
Mobile Banking
Other Business Solutions
6)
Asset Liability Management
7)
Fund Transfer Pricing
8)
Budgeting and Planning
9)
Cost Allocation
Bank’s existing Solutions
10) Internet Banking
11) ATM switch
12) Treasury (Domestic & Overseas)
13) HRMS-CHRIS
14) RTGS-NEFT System
15) RAM rating
16) Financial Inclusion
This solution will help in monitoring of all local, network and application
level activities of the databases of above mentioned applications.
Solution would run scheduled vulnerability scans for risk assessment and
implement patches or apply virtual patches for all known vulnerabilities.
5.11.4.1 The solution should be implemented for databases & the
servers on which the databases are running.
5.11.4.2 The Bidder is required to design & size the Database Activity
Monitoring solution at DC, DRC and NLS for the proposed
databases. The Bidder is also required to supply, install,
configure and provide onsite comprehensive warranty &
AMC/ATS services for the same over the tenure of the
contract.
5.11.4.3 The Bidder is required to propose a database activity
monitoring solution to ensure protection of all in scope
databases security concerns of the Bank including:
1. Database Activity Monitoring
2. Vulnerability Assessment for Databases
3. Protection against un-patched Vulnerabilities
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5.11.4.4 The Bidder is required to monitor all activities on the proposed
database server
5.11.4.5 The Bidder is required to discover all critical databases and
run scheduled vulnerability scans for risk assessment and
implement patches or apply virtual patches for all known
vulnerabilities.
5.11.4.6 The Bidder is required to implement database security tools
which are able to identify end user information irrespective of
how the data is being accessed.
The proposed solution should have the following functionality:
5.11.4.7 Ability to protect from all the proposed database threat
vectors to meet RBI compliance requirements. Should be able
to capture all proposed database activities, including from
across the network, from local users logged into the server
itself, and even from inside the database itself via stored
procedures or triggers.
a) Ability to monitor database activities from users connecting
encrypted connections (example Oracle ASO, SSL, SSH etc.)
b) Deliver high performance without inducing any latency, and
I/O overheads also should not require any kernel changes or
reboot.
c) Should have support for virtualized environments
d) Should be able to deploy quickly and non-intrusively, utilizing
minimal resources.
e) Should not have to use the native logging functionality of the
database and use the shared memory for monitoring purposes.
f) Should have ability to alert via inbuilt dashboard or any other
tools also should be able to prevent intrusion by terminating
sessions and quarantine users that violate security policy.
g) Should have ability to automatically discover databases on the
network, locate and identify tables containing sensitive
information.
h) Should have ability to conduct a quick port scan providing
database version and current patch status.
i) Should have ability to present vulnerability assessment findings
in preconfigured reports for various compliance standards.
j) Should have ability to virtually Patch and protect sensitive
proposed production databases without having to take them
offline.
k) Should have ability to protect proposed databases based on
older DBMS/RDBMS versions that are no longer supported.
l) The solution‘s database vulnerability manager for should
automatically discover all databases Oracle 8i, 9i, 10g, 11g,
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SQL Server 2000, 2005, 2008, Sybase, IBM DB2, my SQL and
others and helps bank to assess potential vulnerabilities
m) The solution‘s database vulnerability management tool should
allow the user to perform a fully automated discovery of all
existing databases within the Banks environment, along with a
thorough scan to identify which of those contain sensitive data
such as payment card information, PAN numbers, phone
numbers, and more.
n) The solution‘s database vulnerability management tool should
also give bank detailed actionable information to help the
bank prioritize and remediate those security gaps for
compliance audits
o) The solution‘s database vulnerability manager should have
maximum number checks for vulnerabilities as per the industry
standards
p) The solution should have checks like PCI DSS, STIG Benchmarks,
Weak Passwords, Vulnerable Code, Data Discovery etc
q) The solution should have a single console for management and
reporting
r) The solution should generate detailed reports, expert
recommendations for remediation and also reduce time and
effort preparing for and responding to compliance audits for
the bank
5.11.4.8 The Bidder shall provide the training of the deployed solution
to the Bank personnel for 2 batches with 5 personnel in each
batch.
5.11.4.9 The Database Activity Monitoring solution should duly meet
the minimum technical requirements as specified in Annexure
04 – Minimum Technical Specifications.
5.11.5 Application Change Control solution
Bank envisages implementing an Application Change Control solution
at DC and DRC for protecting the bank‘s applications and monitoring
all changes to ensure security and availability of all critical banking
application servers.
Application Change control
applications listed below:
solution
will
be
implemented
for
These applications are as listed below
Critical Business Solutions
1)
Core Banking System
2)
Trade Finance
3)
Enterprise GL
4)
Government Business Module
5)
Mobile Banking
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Other Business Solutions
6)
Asset Liability Management
7)
Fund Transfer Pricing
8)
Budgeting and Planning
9)
Cost Allocation
Application Change control solution should have File Integrity Monitor
for files and directories on critical servers. Also, necessary change
management policies will be required to be deployed in conjunction
with the Bank‘s internal processes.
5.11.5.1 The Bidder is required to design & size the Application Change
Control solution at DC, DRC and NLS. Bidder is also required to
supply, install, configure and provide onsite comprehensive
warranty & AMC/ATS services for the same over the tenure of
the contract.
5.11.5.2 The Bidder is required to propose a solution for protecting the
bank‘s applications and monitoring all changes to ensure
security and availability of all critical banking infrastructure
vide following solutions:
a. Application change control Security
b. File Integrity Monitor for files and directories
5.11.5.3 The Bank or the Bank‘s appointed consultant will work in
conjunction with the Bidder to create necessary change
management policies required for application change
control solution
5.11.5.4 The Bidder is required to create and provide Facilities
management services list of authorized application per server
for base-lining.
5.11.5.5 The proposed solution should have the following functionality:
1. Should have ability to protect against zero-day and
advanced persistent threats without signature updates, it
should be able to identify and white list all applications
dynamically.
2. Should have ability to prevent running application from
advanced persistent threats.
3. Solution should have ability to prevent any malicious or
unauthorized codes from execution on the servers
without affecting the server performance.
4. Solution should have ability to allow new software added
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through your authorized processes only
5. Should have support for virtualized environments
6. Solution should have ability to ensure protection on
unpatched servers even if critical vulnerabilities exist on
them.
7. Solution should have capability to continuously capture
changes on server name, file name, time of change,
change type, content and provide forensic data for
Auditing and regulatory purposes.
8. Solution should have ability to detect/prevent all
unauthorized changes to critical system files, directories,
and configurations as per RBI guidelines
9. Solution should be able to integrate with third party
change management solutions for approval purposes.
10. Should have ability to monitor integrity of files and folders
for PCI and other compliance requirements like RBI
Guidelines.
5.11.5.6 The Bidder shall provide the training of the deployed solution
to the Bank personnel.
5.11.5.7 The Application Change control solution should duly meet the
minimum technical requirements as specified in Annexure 04 –
Minimum Technical Specifications.
5.11.6 Automated monitoring of business applications
The Bidder is required to deploy a tool for automated monitoring of its
business applications.
These applications are as listed below
Critical Business Solutions
1)
Core Banking System
2)
Trade Finance
3)
Enterprise GL
4)
Government Business Module
5)
Mobile Banking
6)
Application integration solution
Other Business Solutions
7)
Asset Liability Management
8)
Fund Transfer Pricing
9)
Budgeting and Planning
10) Cost Allocation
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The tool should provide following features:
5.11.6.1 Tool should automatically set and adjust thresholds for
infrastructure component KPIs (Key Performance Indicators).
There should be no need for manual setting and
adjustments of KPI thresholds
Tool should set these thresholds based on
understanding
of
business
transaction
load
experienced by the business application
Any performance baselines used by the tool to
automatically set and adjust KPI thresholds should be
maintained automatically without any recurring
manual intervention from application operators
5.11.6.2 Tool should provide pro-active alerts
The tool should be able to raise performance alerts
before peak load conditions are hit
On peak load condition, lower than expected
performance should also be treated as alert
condition
Any performance baselines used by the tool to raise
pro-active alerts should be maintained automatically
without any recurring manual intervention from
application operators
5.11.6.3 The tool should provide ability to configure SLAs on business
transaction performance and alerts in real time against these
SLAs
Application operator should be able to set SLA and alerts based
on
 Transaction volume: lower or higher than expected volume of
all or a specific business transaction
 Growth in transaction volume: lower or higher than expected
growth in volumes of all or a specific business transaction
 Mix of transaction types: change in ratio of two specific
business transactions
 Response Time degradation: change in average response
time seen by a given business transaction
 Transaction failure rate: change in failure rate of all or a
specific business transaction
Tool should provide a real time view of business transaction
performance showing volume, mix and success rate of business
transactions on a dashboard.
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Usage of real time transaction dashboards features of tool
should not impact performance of the application being
monitored. Performance degradation caused by the tool itself
should be as little as possible.
5.11.6.4 Application alerts raised by the tool should carry actionable
information such as the suspect KPI or problem layer (Web,
App, or DB). Bidders have to note that there is no requirement
for Application Code Monitoring and Synthetic user
monitoring.
5.11.6.5 The tool should have the ability to provide infrastructure
capacity utilization trending reports to help plan for growth or
de-growth in expected business transaction load on the
application
5.11.6.6 Tool should have following integration and extension features
Out of the box support for monitoring real user transactions
in the Solution
Ability to configure support for real user transactions in any
other http or non-http applications used by the Bank.
Out of the box support for KPIs at web, application server
and database layers that are required for effective
monitoring of the Solution
Ability to configure additional or custom KPIs on any
infrastructure
component
or
custom
integrations
developed for Bank‘s applications
5.11.6.7 Tool should have following integration features to make
application operations ITSM and ITIL compliant
Integration with Incident Management systems provided
by established Enterprise Management Systems. Tool
should be able to automatically create Incidents for all or
a specified set of alerts
Integration with a change automation of problem
management automation tool so that alerts can be linked
to automated restore or diagnostic actions.
The Bidder is required to design, size, procure, implement and maintain
the solution for the tenure of the Contact. Bidder is also required to
supply, install, configure and provide onsite comprehensive warranty &
AMC/ATS services for the same over the tenure of the contract.
Thus the Bidder is required to comply with these requirements stated in
the RFP along with the response in the Annexure 04 – Minimum
Technical Specifications document.
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5.11.7 Policy Driven End User Data Protection
5.11.7.1 To protect the Bank‘s critical data residing on the end user
assets across its key locations, IOB wishes to deploy an
efficient policy driven end user protection solution to perform
a disk based de-duplicated backup functionality. The
objective of the solution is to ensure faster backups that do
not require infrastructure to be deployed at all locations to
protect end user desktops/laptops in the mentioned
timeframe and to provide & improve the policy based
backup and restorability of data.
5.11.7.2 The proposed solution/appliance must work seamlessly with
IOB‘s existing desktop laptop environment and must allow for
integration with current AD setups with policy definitions at OU
levels.
5.11.7.3 The appliance/solution should use a source based & global
variable block length de-duplication technology for optimal
performance and space optimization.
5.11.7.4 The solution/appliance should be able to complete daily full
backups within 14 hours for all assigned users& should have no
single point of failure.
5.11.7.5 The Bank requires this solution to be deployed for its users at
the DC, DRC, and NLS, Project Office and Head office and
other selected Branches/Offices. The estimated backup sizes
are provided in the table below and the appliance must be
sized as per this table only.
Parameters
Year 1
Year 2
Year 3
Year 4
Year 5
Year 6
Year 7
# Users
500
550
605
665
730
800
880
Data Size
per User
250 MB
250 MB
250 MB
250 MB
250 MB
250 MB
250 MB
5.11.7.6 The solution/appliance should be sized to hold a minimum of
28 copies of above data on disk, in order to provide a fast
recoverability of data of the last 1 month (14 Daily + 8 Weekly
+ 6 month-end copies). Also must have provision to retain one
copy of backup if no successful backup exists in 30 Days.
5.11.7.7 The Bidder‘s proposed solution must comply with the
requirements stated in the Annexure 04 – Minimum Technical
Specifications.
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5.11.8 Network and Application Security User control Platform
The Banking networks are growing more and more complex with
myriad applications and services that network and security team need
to accurately identify & control the threats within the application & the
access to them. Hence the Bank wishes to complement its IT Security
architecture and Information System resources and infrastructure with
the major objective of enabling an internal system and control for safe
guarding the critical applications through a synergy between the
network and the application layer.
5.11.8.1 The Bank would like to complement its Security Architecture
by adding an additional Layer of security that should perform
the following key functions:
1. Application Identification and Control
2. Visibility into Encrypted and Unknown traffic
3. Operational Efficiency and Performance.
5.11.8.2 Bidder scope and solution specifications
The Bidder is required to design, size, procure, implement and
maintain the proposed solution in compliance with the
requirements of the RFP for the tenure of the Contract.
A description of the envisaged scope is enumerated in brief as
under and in detail in Annexure 04 – Minimum Technical
Specifications.
Following
are
the
functions
that
the
solution/appliance should be able to perform:
proposed
A. The solution should provide visibility and control over
known, unknown, and encrypted applications running on
the network and their functions.
B. The solution should provide visibility and control over which
users and user-groups have access to applications on the
network or in the cloud
C. The solution should provide network protection for
managed and unmanaged devices on or off the network
at all times, including IOS and Android mobile devices
D. The solution should have the ability to provide host
compliance check for mobile devices. Eg: Antivirus ,patch
management etc
E. The solution should allow identified application to be used
in policy control that goes beyond simple allow/deny – to
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F.
G.
H.
I.
J.
include limiting applications by user or function, scanning
for threats or confidential data, or applying QoS/traffic
shaping.
The solution should have hardware designed to take care
of dedicated functionality such as networking, security
(including SSL Decryption) and content scanning ensuring
very high performance.
The solution should be able to understand and do a policy
check, for any functions or feature invoked in real time
during a live session for any application. Eg: Gmail an
HTTPS application transitioning to Google Talk a chat
application
The solution should have the ability to understand home
grown / in house two /three tired applications.
The solution should be able to generate custom signatures
allowing it to be attached to a policy, which can be used
for positive application control.
The solution should be able to address all aspects of the
Advanced Persistent Threat (APT) lifecycle, including:
Blocking known malware sources, blocking known
malware, identifying and blocking unknown or zero-day
malware within an hour, protecting against client-side
vulnerabilities, blocking command and control back-door
traffic, blocking server-side vulnerabilities, and advanced
application and user control.
Furthermore, the Bidder must comply with the requirements stated in the
Annexure 04 – Technical Specifications.
This solution/appliance should be designed and sized for the Bidder‘s
proposed applications and bank‘s home grown applications as detailed in
this document and hosted at the DC and the DRS and should be in HA mode
with no single point of failure, hence there should be 100% redundancy.
Further, this refer to the Logical Zoning requirement, this solution should ensure
the zoning is done appropriately as agreed upon with the Bank.
5.11.9 Security Vulnerability Manager
The Bidder is required to design, size, supply, procure, maintain and
manage a Security Vulnerability Compliance and management system to
ensure that the entire enterprise landscape is continuously scanned and
any vulnerability is reported. The vulnerabilities could cause or rise from
Network and System Infrastructure, Web Applications and Databases.
5.11.9.1
Following are the key functions and features of that the
proposed solution should support:
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Vulnerability Scanning
a) Servers, Network Devices, Security Devices, Operating
Systems, Databases
b) Proposed Applications
 Penetration Testing of the web applications
 Inventory Management of Software and Hardware
– Assist in corporate inventory tracking.
Compliance Scanning
a) Asset against ISO 27001, PCI DSS, Corporate Policies
and RBI Information Security Guidelines
The solution should be capable to monitor the infrastructure assets
vulnerability along with the location of such vulnerability and suggest the
mitigation steps.
5.11.9.2
The Bidder is required to
1. Use the proposed Vulnerability Management tool and
perform Vulnerability assessment and its management on
periodic basis as per the schedule.
2. Assess the Production (DC & DRC), Test & Development,
Training, Migration environments against the baseline on
periodic basis and ensure that Baseline is maintained on
an ongoing basis.
3. Whenever required by the Bank, the Bidder should
integrate the solution with the Bank‘s SIEM solution,
Incident Management and Security dashboard.
4. Perform Vulnerability scanning has to be performed on a
periodic basis.
The Bidder is required to provide the compliance of the proposed solution
based on the technical specifications listed in Annexure 04 – Technical
Specifications.
5.11.10
Enterprise Management System
The Bidder is required to meet the eligibility criteria of the Enterprise
Management System as laid out in Annexure 01 – Eligibility Criteria.
In addition to the hardware and software requirements laid out in the
RFP, the Bidder is required to also design size, supply, implement and
maintain an Enterprise Management System (EMS). The EMS should be
able to support not only the proposed hardware and software
components at DC, DRC and NLS over the tenure of the contract, but
also extend the monitoring solution to the existing critical business
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
solutions like Internet banking, Treasury (Domestic and Overseas), HRMSCHRIS,RAM rating, NEFT-RTGS System, Financial Inclusion and ATM. If the
Bank decides to further extend the same to other existing applications
then a separate rate maybe quoted by the bidder in the commercial
bid. The EMS should be capable of providing early warning signals to
the Bank on the Solution performance issues, and future infrastructure
capacity augmentation. The EMS should also support single pane of
glass visibility across multiple areas of monitoring.
The Bidder is required to design, supply, install, train, customize, test,
implement, rollout and maintain the EMS application and hardware at
the DC and DRC as per the requirements of this RFP. The Bidder is
expected to provide and implement an Enterprise Management
Solution (EMS) encompassing the following functions:
− Service Desk
- Configuration Management
− Fault Management
− Incident, Problem and Change Management
− Software Distribution
− Asset Management - for all servers and network assets of the
bank.
− Remote Control
− Web infrastructure Management
− SLA management & monitoring
− Performance management
− Monitoring Backup and Management
− Event Management
− Server, storage and other infrastructure management
− Monitor network components of the LAN & WAN
− Other modules as required by the Bidder to meet the
requirements of the RFP
Furthermore, the EMS should cover the following functionality of
Management Portal and Enterprise Reporter: EMS should have in-built
management portal, which would provide personalized intuitive
information for both technical and business-focused administrators.
It should provide dynamic personalization that would allow
administrators to set up a management portal that suits their unique
needs. It should consolidate disparate data sources, querying,
reporting and present them in a unified view that suits individual
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
preferences. It should also provide filters that enable specified user
groups to receive personalized event notifications.
Management portal should allow for near real time update of
management data from sources such as network management,
service level management, helpdesk, web management, application
response, performance etc. as applicable. It should allow its users (like
service customers, enterprise users, IT management etc.) to select what
data they would want to see and how. It should consolidate
management and status information to show the overall status from a
high-level business perspective.
It should be possible to generate Real time and historical reports based
on information gathered by various management modules. It must
provide out of box as well as support adhoc reports. These should be
publishable through management portal. It should have inbuilt
provision for distributed data collection, analysis and reporting. It should
also be possible to import data, to read and utilize, collected by other
systems, log files or other sources of information.
It should be possible to define service incidents, identifying periods in
which data is invalid for specific data collections. This should provide
the ability to ignore collected data which is not to be included in the
report production. For example, if a set of data collections are
influenced by a power outage, which is not operations responsibility. It
should be possible to define a service incident for this.
Server Management (including Health Monitoring and Performance
Management): Management of Servers should be done in integrated
and concise manner. EMS should support distributed platforms. It should
provide following key functions:
• Centralized Monitoring of the health of critical servers distributed
across the network.
• Detailed performance monitoring of the servers on Real Time as well
historical long term basis.
• Proactive management of server resources.
• Centralized event management for the server‘s health related events.
Most importantly policy /rule-set definition to trigger action depending
on the status of the monitored server resources.
Job and Schedule Management: Job and Schedule Management
should provide for job automation based on various criteria such as
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
time, data input, triggers, other jobs etc. it must provide dependable
means of managing jobs in cross-platform environments with active
support for redundancy and fail over. It should provide visual job
definitions and checks with active support for dependency runs. It
should provide consolidated and secure interface to create, update,
and monitor jobs across multiple platforms. It must support architecture
wherein, local jobs on a server must continue even if contact with job
Manager is lost.
Data Availability Management (Backup and Restore): EMS should
provide a comprehensive, enterprise-class backup and recovery
solution that can provide powerful manageability and complete data
protection. It must provide speedy backup and restore while providing
maximum ease of operation, unlimited scalability and superior reliability
for the enterprise. It should be portable in SAN and NAS environments. It
must offer hot/online protection of enterprise-class database and
Server operating environment. It must also support features such as
Disaster Recovery, Backup Portal and Reporting.
The proposed EMS solution should comply with the eligibility criteria as
per Annexure 01 - Eligibility criteria and also with the requirements as
stipulated in Annexure 04 – Minimum Technical Specifications. The
Bidder is required to quote all the applicable prices of the various
modules of the Enterprise Management System as detailed in the
Appendix 15 – (Bill of materials)
The Bidders should note that EMS solution should go live before the
rollout of the first pilot branch on Core Banking Solution.
5.11.11
WAN Optimization between DC and DRC
5.11.11.1 The Bidder is required to design, size, procure, implement,
maintain and manage a WAN Optimization solution between
the DC and DRC.
5.11.11.2 The Bidder is required to implement a WAN Optimization
solution between the DC and DRC, to enable the Bank in
deriving the following key benefits:
► Allows a larger amount of data to be transferred in a fewer number
of round trips.
► Allows application consolidation that can drastically reduce the
cost of equipment and software a bank needs.
► Makes remote backup of data easier which is crucial for disaster
recovery.
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Following are the key features and functions required for the proposed
solution
► Data Streamlining -Data streamlining to free up space on the WAN
and increase effective bandwidth capacity.
► Transport Streamlining - Utilize more rated throughput capacity, and
prioritize key applications.
► Application Streamlining - The ability to optimize applicationspecific protocols to can improve performance of mission-critical
applications.
The Bidder‘s proposed solution should support the following key parameters:
a) Should be compatible and certified with the Bank‘s existing
Brocade FCIP Switch/Router.
b) Real-time optimization techniques to ―clean up‖ the WAN for
better effective throughput.
c) Byte level de-duplication to eliminate the transfer of repetitive
information sent across the WAN
d) Advanced QoS services prioritize traffic and guarantee
bandwidth
e) Network acceleration techniques mitigate the impact of latency
on long-distance replication
f) Provide real-time and historical analysis of WAN bandwidth,
latency, and packet loss
Further, the Bidder is required to comply with the technical specifications
provided in Annexure 04 – Minimum Technical Specifications.
5.11.12
IT Business Continuity Management Automation
The Bidder is required to design, size, procure, train, implement,
maintain and manage an IT Business Continuity Management tool that
can understand the IT environment thoroughly, identify the risks,
analyse the impact when there is a disaster and link them to a robust
recovery strategy which will continuously monitor and manage the IT
Infrastructure and ensure the continuity of business through an efficient
recovery system that can align to the business objectives of the bank.
The solution should complement the Bank‘s existing IT DR management
solution Sanovi Panaces 4.1which has been deployed.
The proposed solution should encompass the following key features
and functions:
a) Business Impact Analysis for the individual Applications
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b)
c)
d)
e)
Centralized Monitoring & Management of DC & DR
Automated DR drills & other day-to-day Business processes
Site level DR recovery within given RTO
Standard/Customized Reporting, exportable to all popular
report engines
f) Dynamic Alerts that can trigger policy based actions
automatically.
The solution should enable migration of production from DC to DRC in
case of emergency operations. It should support initiation of such
trigger for migration from DC to DRC from the web interface/internet.
The Bidder is required to design, size, procure, implement and manage
the proposed tool at the DC, DRC and NLS for the proposed solutions
on which it is deployed. Bidder is also required to supply, install,
configure and provide onsite comprehensive warranty & AMC/ATS
services for the same over the tenure of the contract.
Thus the Bidder is required to comply with these requirements stated in
the RFP along with the response in the Annexure 04 – Minimum
Technical Specifications document.
5.11.13
Version Control
The Bidder is required to design, size, procure, implement, maintain and
manage a version control system to maintain the source code, related
configuration files, documents for all the business application in the
bank‘s landscape. The Version Control System should work in client
server architecture and create a centralized repository for maintaining
the content. The version control system should be of enterprise class
and allow all features for version management. The solution proposed
by the bidder should comply with the requirements stated in the
Annexure 04 – Minimum Technical Specifications.
The Bidder is required to design, size, procure, implement and manage
the hardware and software for the proposed solutions at the DC and
DRC on which it is deployed. Bidder is also required to supply, install,
configure and provide onsite comprehensive warranty & AMC/ATS
services for the same over the tenure of the contract.
5.11.14
Existing Solutions
Apart of the new applications/solutions that the Bidder is required to
propose, there are some applications/hardware that the Bank has
deployed which the Bidder will be required to extend/upgrade so that
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
the solution is leveraged for the Bidder proposed IT infrastructure as well
and accommodate the Bank‘s future needs for the tenure of the
Contract. Thus the Bidder is required to protect the Bank‘s existing
investments based on the current deployment, design, size, procure,
implement and maintain the incremental requirements for the Bidder‘s
IT infrastructure. Following are the list of applications which need to be
considered:
1.
2.
3.
4.
IT Automated DR Management Tool
Zero Data Loss Replication
MIS ADF, BI, DW
Storage and Switching
The Bidder will be responsible that these solutions are seamlessly
integrated with the Bidder‘s landscape and the requirements as per
this RFP are being satisfied for the tenure of the Contract.
5.11.14.1 IT Automated DR Management tool
The Bank has in place a Disaster Recovery Management tool, Sanovi
Panaces. Sanovi Panaces 4.1 provides the functionality to automate
and schedule scripts used for switching to DRC site from Primary DC
this helps in carrying out DR test and trials. The bank carries out
quarterly DR drills.
The Bank has implemented an automated DR management tool is
configured for implementing recovery and switchover for the bank‘s
CBS application, ATM, Net banking, Mobile banking, RTGS, NEFT and all
other existing applications/databases.
The Bidder is required to protect the Bank‘s investment and leverage
this solution for the Bidder‘s proposed solutions as well. Hence the
Bidder will be required to design, size, supply additional licenses, Install,
configure, test, implement, monitor, maintain and provide Facilities
Management for the DR Management tool.
The DR Management tool should continue providing the following
functionality:


The tool should be able to interface systems across
different sites DC, NLS and DRC site.
The tool should have facility for Policy-driven SLA
Management.
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



The tool should be capable to provide Day-to-day
Verification and Analysis of IT Changes
The tool should provide facility for Data Centre Change
Management & Auditing.
The tool should provide a wide array of DR compliance
reports that can be generated on demand to help assess
and analyze current ability to maintain business continuity.
The Bidder is required to augment the current Automated
DR management tool by designing, sizing, procuring,
implementing and managing the tool at the DC, DRC and
NLS for the proposed solutions. Bidder is also required to
supply,
install,
configure
and
provide
onsite
comprehensive warranty & AMC/ATS services for the
same over the tenure of the contract.
5.11.14.2 MIS ADF, BI, DW
The Bank deployed an ADF/MIS solution from Ramco Systems which
extracts data from business systems using Informatica 9.0. It is
deployed using the Bank‘s Analytics Platform, Ramco Decision Works
(RDW) which offers a complete reporting framework for visualization of
the Data and allows publishing output reports in different formats. The
MIS requirements (400 reports spanning across various user
departments and subject areas) of the Bank as well as the stipulated
returns required by RBI (223 nos.) are being served out of the
Centralized Data Repository. This solution has the features as per the
specifications of RBI as per their Approach Paper on Automated Data
Flow and also has complete pre-built modules as part of its Centralized
Data Repository to cover the various functional areas of Banking
required for delivering MIS and ADF reports.
The Bidder is required to upgrade the existing MIS & ADF reporting
platform to address the Decision Support System / BI needs of the
bank. The proposed solution should include a robust BI solution along
with Logical Data Model for Banking. This data model should include
all the subject areas of banking such as Loans, Deposits, Financial
Performance, Trade Finance, Treasury, Customer etc. The Decision
Support System will be available on the same analytics platform, RDW,
available with the Bank with enhancement to the hardware &
software to meet the additional BI requirement. Thus a single
integrated platform should be able to deliver BI, ADF & MIS for the
bank.
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5.11.14.3 Zero Data Loss replication Solution
The Bank has implemented a Hitachi 3-way DR solution which is a host
and database independent 3-Way DR solution for its existing CBS
applications and Delivery channels.
The Bidder is required to extend this existing deployment for the
proposed applications, by procuring additional licenses (and
capacity) and related services. Hence the Bidder is required to design,
procure, implement and manage the solution architecture such that
there is 100% data availability guarantee and there is zero data loss in
case of a disaster at the primary data Centre.
The Bidder is expected to provide the DC – NLS – DRC strategy for
recovery in case of a disaster with necessary procedures for the same
in the solution. The bidder is also required to have a Point in Time Realtime copy of the production database at the DC and DR site besides
having High availability (cluster) environment for the application/
databases in respect of critical applications listed herein below:
The following table lists the applications that are part of the Solution
which are required to be covered under zero data loss requirements
Critical Business Solutions
1 Core Banking Solution and related applications/modules
2 Trade Finance
3 Government Business Module
4 Enterprise General Ledger
5 Delivery Channels – Mobile Banking
The DC – NLS – DRC should be designed for zero data loss with the following
parameters
#
1
2
Objective
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Design Requirement
0 min
Upto 30 mins
All other applications as part of the Solution can be designed with the following
parameters
#
1
2
Objective
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Design Requirement
Upto 45 mins
Upto 120 mins
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The Bidder is required to maintain the necessary IT Infrastructure deployed at DC,
DRC and NLS for the period of contract.
The Bidder should design the solution to be fully automated in syncing balance
data from near site to DRC site. The solution must provide zero data loss, flexibility
in topology and must be adaptable based on bandwidth.
The Bank‘s existing 3-way DR solution has the following features:





The proposed 3-Way DR solution for the Solution to deliver committed
RPO = 0 Hrs and RTO <= 30 Minutes for the Solution
Support for 3-Way DR along with maintaining data consistency even in Async replication and preferably without the need to have an additional
data copy at DR site.
Seamless switch from Sync to A-Sync replication mode and back without
the need for full data copy on each occasion. The Sync and A Sync
replication should be configured to achieve RPO = 0 min.
Ability to do a concurrent data replication i.e. DC to NLS (Sync) and
DC/NLS to DRC (A-Sync) and at the same time
It supports incremental and automated re-synchronization between any
two sites for the replicated data in failure scenarios as well as to reestablish DR protection.
5.12 Software Licenses
The Bidder has to ensure that all necessary licenses that are required for this
RFP are procured and installed at DC, NLS and DRC and other relevant
locations of the Bank. The Bank will not be responsible or liable for any
infringements or unauthorized use of the licensed products. In the event of
any claims against the Bank for any license related issues, the Bidder will have
to act upon the same and all liabilities and claims whatsoever will have to be
settled by the Bidder. Further if the Bidder has missed out procuring any
licenses the Bank will not bear any additional amount for procurement of such
licenses. In the event additional licenses need to be procured in addition to
the quantities that were asked by the Bank, only in such circumstances the
Bank will bear the additional costs for the same. Bidder is required to consider
the ATS of the Solution and related application software for the period of
contract from day one. The Bidder is required to provide perpetual license in
nature for all CBS and related applications.
Bank locations in India include
- Bank CO and administrative offices
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
- Branches and Service Units
- Data Centres (DC, DRC, NLS)
- Any other location setup by the Bank during the contract period for the
purpose of Business or Project
5.13 Hardware
5.13.1 The Bidder is required to size for adequate hardware based on
the volumes for the proposed solutions as per the sizing
requirements and the bank‘s business projections stated in this
RFP.
5.13.2 The hardware technology proposed for the Solution should be
enterprise class, best of the breed, latest, tested and stable
release of OEM vendor and based on the latest platform
enabling technology. The specifications for Enterprise Class have
been stated in the Annexure 4 – Minimum Technical Compliance
document.
5.13.3 The vertical scalability available in the server proposed for the
Solution should be at least minimum 30% to accommodate
additional CPUs, Memory (including cache) over and above the
terminal year sizing requirements.
5.13.4 The Core Banking Application should be designed for ActiveActive and the Database should be sized for Active-Passive
cluster based on the proposed CBS application (however, the
Bidder may propose Active - Active for the database and
application level if deemed imperative for the functioning of the
solution as per the SLAs). The configuration should be such that
there is equitable distribution of the load in the configuration and
if a failover occurs then the server running should be able to take
full load of the failed server with no degradation in performance
and in compliance with the stipulated service levels.
5.13.5 The Bidder needs to size, design, procure, commission and
maintain the hardware and related software for all the
applications for the period of contract required as per the RFP.
5.13.6 The hardware sized for all the applications should be fully
redundant & scalable and fully fault tolerant. All the components
within the server should be hot swappable or pluggable and
should incur no downtime due to component failure.
5.13.7 All the core servers suggested should have dual power supplies,
redundant NIC (IPv6 Compliant) and HBA, as applicable. The
power input to the power supplies will be from separate UPS. In
case of failure of one power supply, the second power supply
should be able to take the full load without causing any
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interruption in services. These servers should comply with
requirements specified in the Annexure 04 - Minimum technical
specifications.
5.13.8 Additionally, the Bidder should provide a detailed configuration
and deployment plan for leveraging the Bank‘s existing
infrastructure. Any additional components/software/services
required for the proper functioning would be required to be
procured by the Bidder and clearly stated in the Bill of Material.
5.13.9 Branch Peripherals
The Bidder is required to supply, install, maintain and manage the
following peripherals at the Bank‘s branches/offices as communicated
by the Bank throughout the tenure of the Contract. Hence the Bidder is
required to factor the following peripherals for Year 1in the Appendix 15
– (Bill of materials). The Bank at its discretion will inform the Bidder to
supply the peripherals to its existing/new locations. The Bank shall use
the unit rates of the respective years in case of alterations (upward or
downward) in the quantities throughout the tenure of the Contract.
Thus the bidder is required to quote the following quantities based on
the consideration of approximately 200 branches.
Branch Peripherals
Desktops
High speed Dot Matrix Printer(136 column)
80 column DMP printer
Passbook printer
Laser Printer
High Speed Scanner
Flat Bed Scanner
Quantity
1000
300
100
200
200
200
200
The cost for these peripherals to be factored in year 1of the bill of
material. The rates for the branch peripherals will be leveraged across
the tenure of the Contract.
The Bidder will be responsible to appropriately size the branch
peripherals to ensure that the proposed solutions function without any
issues.
Kindly refer to the Annexure 04 – Minimum Technical Specifications for
the compliance of the branch peripherals.
Furthermore, the Bidder is required to ensure that the proposed solutions
function with the Bank‘s existing branch peripherals such as printers,
scanners, desktops.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
5.13.10
Environments
Physically separate adequately sized hardware should be quoted for
each of the following environments Production at DC and DRC (100%
compute and storage capacity of DC), Test & development, Training,
Migration servers.
The Test & Development servers sizing should be minimum 20% of
the size of the production database server as per the fourth year
sizing.
The Migration servers should be sized at minimum 10% of the size
of the production database server as per the fourth year sizing.
The Training servers should be sized to support training programs
for 200 personnel logged in concurrently. The Bank expects the
training servers not to be less than 10% of the fourth year
configuration of the production database servers.
These Test & Development and Migration Servers environments need to
be deployed only at the DC. However, the Training environment should
be deployed at DRC.
5.13.11
MIS & Reporting Server: The Bidder also has to provide for an
adequately sized physically separate MIS & Reporting
compute and storage(expand the Bank‘s existing Storage)
such that the Bank users including branches can generate
reports at any point of time without impacting or degrading
the CBS application performance. Further, if the Bidder is
required to upgrade/augment the Bank‘s existing MIS-ADF,
MIS, BI / DW solutions, then the Bidder is required to factor the
necessary hardware, software and services in Bill of Material.
5.13.12
The daily, weekly, Monthly and Quarterly reports should be
available at the Bank branches latest by 8.00 am of the next
day. The Half yearly and annual reports should be made
available to the bank, the day after the processing. The
report servers should be sized in a manner that branches
should be able to generate on-line reports with various
parameters like range of dates, range of accounts, schemes,
branches, zonal and central office etc.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
5.13.13 Hardware utilization
The Bidder is expected to size Hardware for the Solution based on the
information provided in this RFP for implementing the solution for 3500
branches and scalable to support 5700 branches over the tenure of the
Contract. At any point in time during the contract period, for these
locations, during business hours, the average CPU, Memory, Hard Disk
utilization should not exceed 70% threshold (excluding EOD/BOD
Processing) and storage utilization should not exceed 80% threshold. In
case the above requirement is not met, additional hardware and
related software would have to be provided by the Bidder at no further
cost, within two weeks of crossing the threshold(s).
The bank would like to stagger the deployment of the hardware
resources over the years based on projected and actual utilization.
Accordingly, the initial hardware deployed should be capable of
handling at least the first three years load, volume and sizing as
provided in this Section 3 – About the Bank of this RFP. Subsequently,
the Bidder has to ensure that appropriate hardware and other
resources are incrementally added based on the increase in the load
and volumes to support the growth for the remaining contract period.
The Bidder has to ensure that the configuration proposed is capable
enough of handling the respective year‘s load and volume. The prices
quoted by the Bidder for the incremental resources would stay valid for
the entire contract period. The Bank will only pay for these incremental
resources as and when agreed upon with the Bank and deployed by
the Bidder as per the payment terms in this RFP. If the load and volumes
don‘t increase, the configuration already deployed by the Bidder
should continue till such time the load and volumes are breached.
The Bidder at all times has to ensure that the sizing done confirms to the
service level requirements of the Bank. In the event, these requirements
of the Bank are not met at any point during the contract period, the
Bidder would need to deploy additional resources to meet the
performance levels, failing which penalty would be levied as per this
RFP Section 7 – SLA.
The Bidder also has to perform pro-active monitoring of the solution to
ensure that before any breach happens they have sufficient time in
procuring and installing the additional components. At no point in time
should the bank be made to suffer on account of the Bidder‘s failure to
monitor or delay to procure the additional resources.
5.13.14 All servers are required to have a minimum of dual 1000 Mbps
Ethernet network interface cards (NIC) installed on the board
itself or on different slots. Each NIC will be cabled from a
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different module on the switch using gigabit speed cabling. The
port for connecting the Bidder‘s solution to the Bank‘s WAN will
be provided by the Bank.
5.13.15 The Bidder is expected to size the hardware to achieve 600
transactions per second (TPS) in the terminal year of the
contract. Detailed transactions, users and accounts volumes
data is given in an earlier Section4 – Business Volumes and
Growth Projections.
5.13.16 The proposed hardware should support at least 60% concurrent
users of the YoY user projection stated in the Section 4 –
Business Volumes and Growth Projections. These concurrent
users would not be idle and would perform any kind of
transaction in the CBS application.
5.13.17 The Bidder is responsible to arrive at the sizing independently.
The Bank is not responsible for any assumption made by the
Bidder with respect to the sizing. In the event the sizing quoted
by the Bidder does not meet the performance / service levels
of the Bank the Bidder will at their cost carry out the necessary
corrections. The Bank will not pay any additional amount during
the period of the contract.
5.14 Storage Device
5.14.1
5.14.2
The Bidders have to augment the existing Hitachi VSP enterprise
Storage and SAN switch for the Solution meeting the growth
requirements as detailed in Section 04 – Business Volumes and
Growth Projections for the entire period of the contract.
The table below elaborates on the Bank‘s current configuration
and capability of the model to scale.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
VSP
Parameters
PDC
Total av ailable raw storage (TB)
DRC
NLS
101.5625 TB 85.1565 TB
Total usable Storage (TB)
60.3
RAID Lev el
Augmentable to
1+0 , 5
Current IOPS
PDC
59.375 TB
49.9
DRC
1.7 PB
38.3 NA
1+0 , 5
1+0 , 5
1+0, 5 , 6
similar to
similar to
NLS
1.7 PB
1.75 PB
NA
NA
1+0, 5 , 6
1+0, 5 , 6
45500 PDC when PDC when
required
Number of Host Interfaces
FC
48
48
48
48
48
48 Upto 192
FCoE NA
Hard Disks
required
NA
NA
172
151
105
300GB 15k Hard disks
17
17
17
600GB10k Hard disks
104
100
54
900GB10k Hard disks
42
25
25
400GB SSD Hard disks
9
9
9
Cache Memory
160 GB
High Performance Driv es
5.14.3
5.14.4
5.14.5
5.14.6
5.14.7
160 GB
9
160 GB
9
192
192
Upto 192
Upto 192
Upto 96 @
Upto 96 @
Upto 96 @
10 G
10 G
10 G
1876
1 TB
9
192
1897
1 TB
9
1943
1 TB
9
9
The Actual storage capacity sizing methodology and working
will need to be done by the Bidder and submitted to the Bank
as part of the Technical Bid.
The Storage should be sized such that it can sustain and hold all
the data of the proposed Solutions for the period of the
contract.
The storage configuration should be such that it provides 100%
data availability guarantee satisfactory uptime and meets the
Zero data loss of the solution design. The Bidder is expected to
ensure that the service levels and the Zero Data Loss
requirements are adhered to. Thus the Bidder is expected to
ensure the replication across the Solution is maintained as per
the requirements of the RFP.
All production data should be on Redundant Array
of Inexpensive Disk (RAID) 1+0. The Bidder should design and
size, procure, install and maintain the storage solution based on
the business projections stipulated in section 4 – Business
Volumes and Growth Projections of the RFP (throughout the
tenure of the contract).
The storage should be sized to accommodate the current 3500
branches and should be augmented Year Over Year based on
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
5.14.8
5.14.9
5.14.10
5.14.11
5.14.12
the Business Projections stated in the Section 4, for the contract
period
At no point during the period of the contract the storage
utilization must exceed 80% of the capacity. In case the
utilization capacity is exceeded then the Bidder has to provide
additional capacity at no extra cost to the Bank.
The Bidder should factor the necessary storage (components as
per the requirements in the Appendix 15 – (Bill of materials).
The Bidder has to share the storage since methodology with the
Bank.
Following components(not limited to) say need to be
upgraded based on the solution design and leading industry
practices:
a) Hard Disk Drives: Upgrade the VSP based on usable
capacity, IOPS requirements.
b) Storage Controllers: Based on usable capacity & IOPS
requirements.
c) Cache Memory: Upgrade the VSP cache capacity
d) Front-End Ports: Upgrade the front-end ports on the storage
as per the requirements of hosts being connected to the
storage
e) Back-End Ports: Upgrade the back-end ports on the storage
as per performance requirements and guidelines of this RFP.
For each of the locations DC, DRC and NLS the bidder will be
required to share the details in Appendix 8 – Application Sizing
of the upgrade being factored.
SAN Switch at DC, DRC and NLS
The Bank has implemented the Brocade SAN switches which have the
following capabilities:







Integrated FC & FCIP routing
Enterprise class Reliability, Availability and Serviceability
Switch scalable upto 192 ports at 16Gbps
512 Gbps bandwidth per slot
Industry leading Energy efficiency
Designed to provide 99.999% percent uptime capabilities; hotpluggable redundant power supplies, fans, WWN cards,
processors, core switching, port blades, and optics; online
diagnostics; non-disruptive firmware download and activation
The configuration of the Brocade SAN switches across the
locations is tabulated below:
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Primary DC
DCX 8510-4 x 2
DR DC
DCX 8510-4 x 2
Near line DC
DCX 8510-4 x 2
DCX8510-4,2PS,0P,2CP,2 16GB
CORE,0 SFP,EB (FW,
APM, TRK, AN, SAO)
PORT BLADE, FC16-48, 48P, 0 SFP, BR
DCX8510-4,2PS,0P,2CP,2 16GB
CORE,0 SFP,EB (FW,
APM, TRK, AN, SAO)
PORT BLADE, FC16-32, 32P, 0 SFP, BR
PORT BLADE, FC16-48, 48P, 0 SFP, BR
DCX8510-4,2PS,0P,2CP,2 16GB
CORE,0 SFP,EB (FW,
APM, TRK, AN, SAO)
PORT BLADE,FC16-32, 32P,0
SFP,BR
Includes 80 x 8G SFP‘s
Includes 64 x 8G SFP‘s
Includes 96 x 8G SFP‘s
The current 7800 routers for FCIP configuration/replication
Primary DC
DR DC
Near line DC
7800 router x 2 with GE
7800 router x 2 with GE
7800 router x 2 with GE
ports
ports
ports

SW7800, 6P, 4 8Gb SWL SFPs, EGM,
slide rack mount kit
SW7800, 6P, 4 8Gb SWL SFPs, EGM,
slide rack mount kit
SW7800, 6P, 4 8Gb SWL SFPs, EGM,
slide rack mount kit
There could be an upgrade required in order to accommodate the
Bidder‘s IT infrastructure, hence the Bidder will be required to procure
and maintain the same in order to adhere to the RFP requirements.
Consequently, the Bidder may (not limited to) be required to upgrade
components based on the proposed solution design and the leading
Industry practices:
1. Switch Port SFP : Upgrade the SAN switch SFPs based on number
of hosts, tape drives etc
2. GE Ports : Upgrade based on replicating ports/tunnel
3. Relevant software and services.
5.15 Data Centre (DC), Disaster Recovery Centre (DRC) and Near
Line Site (NLS) setup
5.15.1
5.15.2
5.15.3
All Bank servers and other equipment will be hosted from the
DC, DRC and NLS. The deployment of the solutions should be in
line with the deployment matrix stated in Section 2.
The Bidder will be responsible for setting up the servers and
relevant IT Infrastructure and solutions at the DC, DRC and NLS
respectively.
The DRC should be deployed at a 100% capacity (Compute
and Storage) of the DC Production environment for the
hardware servers, processing and security. The NLS should be
deployed at 100% storage capacity to the DC for the stated
Critical Applications and other compute capacity as
applicable for managing the near site and a zero data loss
solution.
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5.15.4
5.15.5
5.15.6
The Bidder is expected to liaise and work with the co-hosting
service provider for this purpose.
The Bidder would have to supply and install all their IT
infrastructure equipments to the locations identified by the
Bank
Bidder will need to provide the LAN cabling. Bank will provide
the WAN connectivity across their locations including the
security and network equipment provided in the existing WAN
Environment to the locations identified by the Bank, unless
specifically stated by the Bidder as per the Bandwidth upgrade
clause.
5.16 Co-hosting for DC, DR and NLS
The following details the Bank‘s existing Co-hosted sites.
Data Centres:
The Bank‘s Data Centre (DC) is located at Chennai
Disaster Recovery Centre (DRC) •The Bank‘s Disaster Recovery Centre (DRC)
is located at Hyderabad
Near Line Site (NLS)
The Bank‘s Near Line Site (NLS) is located at Chennai
The bidder is required to factor the necessary co-hosting space required
for the implementation of the solutions stated in this RFP. Hence the Bank
expects the bidder to factor the necessary space required at the same
premises as stated above. The Bidder is expected to provide the cohosted services throughout the tenure of the Contract.
Bank will require additional co-hosting space, power, cooling, seating and
other requirements as per the requirements of the Solutions being
proposed by the Bidders. Hence, the Bidder is required to provide the
additional co-hosting space and services for the period of the contract.
The bidder is required to specify and factor the necessary requirements in
Appendix 17 – DC, DRC and NLS hosting and the Bill of Material.
The Bidder is required to extend the Bank‘s existing DC, DRC and NLS to
accommodate the additional requirement. The hosting premises should
be the same where the Bank‘s current IT infrastructure is deployed. The
Bidder will be responsible to provide the back bone fiber connectivity
between the Bank‘s existing cage area and the Bidder‘s proposed cage
area if the proposed cage area is not contiguous.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
The Bidder is required to comply with the specifics for the co-hosting site as
stated in Annexure 04 – Technical Specifications Co-hosting specifications
for DC, DRC and NLS.
The minimum area of the Data Centre should be at least 500 square feet.
The Near Line Site should be at least 200 square feet and the DRC should
be at least 300 square feet. The Data Centre should provide office space
to seat at least 8 personnel (3 of these seats should be fixed for the Bank‘s
personnel) and the DR should seat at least 4 personnel (2 of these seats
should be fixed for the Bank‘s personnel) in the same premise as that of
the proposed caged area.
The proposed co-hosting area should have sufficient network points,
electrical connections, air conditioning, backup power through
Uninterrupted Power Supply (UPS) and Generator, telecom facilities,
Surveillance, access control system, fire suppression system, physical
security and soft services etc. as applicable for Data Centre and as
required for the proposed equipment on 24 x 7 basis in order to maintain
uptime of all such facilities.
The Bidder needs to comply with the minimum technology infrastructure
requirements for the Co-hosting Requirements which have been
mentioned in the Annexure 4.
The Bidder is required to meet the additional co-hosting requirements
through the existing co-hosting service providers of the Bank. The Bidder is
required to provide the complete cost of the co-hosting requirements for
the period of the contract in the Appendix 15 – (Bill of materials).
5.17 Logical Zoning of DC, DRC and NLS
5.17.1 The logical architecture of DC, NLS& DRC at a minimum should
be divided into different sub-networks. These networks must be
separated from other networks through switches and firewalls.
The logical separation of these sub-networks must be done using
VLANs and sub-netting. The Bidder shall leverage the proposed
‗Network and Application Security User control Platform‘
achieving this logical zoning for the proposed solutions.
5.17.2 The major classification of sub-network must be at least:
Private Network.
Demilitarized Zone – 1 (DMZ 1);
Demilitarized Zone – 2 (DMZ 2);
Demilitarized Zone – 3 (DMZ 3);
Management Network
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Bidder is required to provide all the necessary equipment,
hardware, software, services, etc in order to design the solution
architecture as per the RFP. Bidder is required to provide their
Logical Zoning design at the DC, DRC and NLS and also
implement the same at the respective premises. The Bidder
should be coordinating with the Bank and their appointed
Network Service Integrator for setting up the connectivity
between the Bidder’s proposed ecosystem and the Bank’s
WAN/LAN.
5.17.2.1 Private Network:
This network should consist of the following separate logical
networks to enhance the security:
CBS and Trade Finance
5.17.2.2 Demilitarized zone – 1 (DMZ-1):
This sub network shall comprise of application and front end
servers like Mobile Banking solution etc.
5.17.2.3 Demilitarized zone – 2 (DMZ-2):
This sub network shall comprise of all 3rd party application servers
like Funds Transfer Pricing, Planning and budgeting, Data
archival solution, etc.
5.17.2.4 Demilitarized zone – 3 (DMZ-3):
This sub-network shall comprise of test & development servers,
training, migration servers, etc. which will be used by the Bank
personnel & Facilities management personnel only.
5.17.2.5 Management Network:
This sub-network must be deployed to manage the entire
network including the branch network. This network must have
workstations to manage the security devices.
As part of this RFP, the Bidder is not required to provide the
network equipment such as Routers and Switches which would
be required to connect the Bidder‘s solution to the Bank‘s WAN
network. The Bidder should clearly identify the requirements in
the technical proposal. Any other components, appliances
required by the Bidder for its solution should be factored by the
Bidder in the Bill of Materials.
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6 Implementation Methodology
6.1 COBIT 5 Framework
The Bidder should deploy the solution in accordance with COBIT 5
framework covering the Governance, resources (IT Hardware,
applications, databases, Network & Security, human resources, planning,
maintenance, management, etc. Thus, deriving the following benefits:
Maintain high-quality information to support business decisions.
Achieve strategic goals and realize business benefits through the
effective and innovative use of IT
Achieve operational excellence through reliable, efficient
application of technology
Maintain IT-related risk at an acceptable level
Optimize the cost of IT services and technology
Support compliance with relevant laws, regulations, contractual
agreements and policies
The Bidder shall provide the tools, software & necessary hardware that
may be required to check & report the end to end compliance to the
COBIT 5 framework. The Bidder should ensure the COBIT 5 framework
accommodates the revisions and updations being published.
COBIT 5 Principles
The Bidder is expected to ensure that the COBIT 5 (five principles) are
adopted to allow the bank to build an effective governance and
management framework based on a holistic set of seven enablers that
optimises information and technology investment and use for the benefit
of stakeholders. The following COBIT information is indicative but not limited
to the complete COBIT 5 Standard.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Source: COBIT® 5, ‗figure 2‘ 2012 ISACA
The solution should be aligned around the following enablers:
Source: COBIT® 5, figure 12. © 2012 ISACA® All rights reserved.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
To comply with COBIT 5 framework the vendor is required to (but not limited to);
1. Assist the Bank to achieve their goals & deliver values through effective
governance & management of IT.
2. Assist the Bank in deriving value from the IT deployment. The balance
should be maintained between realizing benefit and optimizing risk levels
& resource utilization.
3. The deployments by the vendor should be as per the 5 principles & 7
enablers of COBIT 5.
4. Governance & Management: The vendor shall make sure that the
Governance & Management framework shall achieve the Enterprise
objective by;
a. Evaluating the stake holder‘s needs, conditions & options,
b. Setting direction through prioritization and decision making,
c. Monitoring compliance, performance & progress against set
directions & objectives.
5. Meeting Stakeholder‘s need;
a. Needs of all the stake holders should be transformed into an
Enterprise‘s actionable strategy.
b. The Stake holder‘s requirements should get translated into specific
actionable & customized goal within the context of the Enterprise,
IT related goals & enabler goals.
c. Define relevant and tangible goals and objectives at various levels
of responsibility.
d. Filter the knowledge base of COBIT 5, based on enterprise goals to
extract relevant guidance for inclusion in specific implementation,
improvement or assurance projects.
e. Clearly identify and communicate how (sometimes very
operational) enablers are important to achieve enterprise goals
6. Covering the Enterprise End – to – End;
a. Integrate the governance of enterprise IT into enterprise
governance, i.e., the governance system for enterprise IT proposed
by COBIT 5 shall integrate seamlessly in any governance system.
b. Shall cover all the functions and processes within the enterprise;
shall treat the information and related technologies as assets that
need to be dealt with just like any other asset by everyone in the
enterprise.
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Key components
of a governance
system
®
®
Source: COBIT 5, figures 8. © 2012 ISACA all
rights reserved.
7. Applying a Single Integrated Framework;
a. Shall align with the latest relevant standards & frameworks used by
Enterprises such as - COSO, COSO ERM, ISO/IEC 9000, ISO/IEC
31000, ISO/IEC 38500, ITIL, ISO/IEC 27000 series, TOGAF,
PMBOK/PRINCE2, CMMI, etc
b. Shall provide capability to facilitate COBIT user mapping of
practices and activities to third-party references.
8. Enabling Holistic approach;
a. Systemic governance and management through interconnected
enablers—To achieve the main objectives of the enterprise, it must
always consider an interconnected set of enablers, i.e., each
enabler:
i. Needs the input of other enablers to be fully effective, e.g.,
processes need information, organisational structures need
skills and behaviour
ii. Delivers output to the benefit of other enablers, e.g.,
processes deliver information, skills and behaviour make
processes efficient
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
9. Separating Governance from Management;
a. The vendor shall implement Governance & Management
processes such that the key areas are covered as shown in below
diagram
b. The vendor shall include a process reference model (PRM), which
defines and describes in detail a number of governance and
management processes.
10. Create and maintain a technology infrastructure plan that is in
accordance with the IT strategic and tactical plans. The plan should be
based on the technological direction and include contingency
arrangements and direction for acquisition of technology resources. It
should consider changes in the competitive environment, economies of
scale for information systems staffing and investments, and improved
interoperability of platforms and applications.
11. Implement internal control, security and audit ability measures during
configuration, integration and maintenance of hardware and
infrastructural software to protect resources and ensure availability and
integrity. Responsibilities for using sensitive infrastructure components
should be clearly defined and understood by those who develop and
integrate infrastructure components. Their use should be monitored and
evaluated.
12. Define and implement procedures to monitor the IT infrastructure and
related events. Ensure that sufficient chronological information is being
stored in operations logs to enable the reconstruction, review and
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RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
examination of the time sequences of operations and the other activities
surrounding or supporting operations.
13. Develop a strategy and plan for infrastructure maintenance, and ensure
that changes are controlled in line with the Bank‘s change management
procedure. Include periodic reviews against business needs, patch
management, upgrade strategies, risks, vulnerabilities assessment and
security requirements.
The Bidder should follow a suitable methodology for delivering the
requirements of the RFP for the entire contract period. Accordingly the Bidder
should factor for necessary effort and team deployment. The methodology
should clearly lay out the overall steps from initiation to closure of this
engagement. The methodology should address all stages including
development, customization, Facilities Management services, and
hardware/software installation/configuration services. Each step should detail
the input, process and output. The Bidder should further provide the
deliverables and sign off process for each of the deliverables at various
stages.
6.2 Functional Requirements Specification Study
6.2.1 The Bidder will conduct a detailed systems requirements study and
provide a Functional Requirements Specification Manual (―FRSM‖)
relating to the functionalities as required to support the various
products and services offered by the bank/to be offered by the
bank in the near future as responded by the Bidder in Annexure 03
– Functional Requirements. The FRSM must also include all the areas
where the Bidder is suggesting a work-around. If the work-around
involves re-alignment of a business process the re-aligned process
should be included in the FRSM. The FRSM should include the
standard operating procedure proposed for the re-aligned process.
The Bidder is expected to assist the Bank in aligning the business
requirements with the application so as to enable centralization of
desired business process, eliminate redundant and duplicate
processes, increase operational efficiency and improve customer
service. Bidder is expected to prepare detailed documentation,
presentation, workflows for the business processes affected due to
implementation of the Core Banking Solution and other
applications implementation.
6.2.2 The Bidder is also expected to provide suitable Business Continuity
procedures applicable to its solution in case the solution is
unavailable. These procedures should ensure that the customers of
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
the Bank are not denied services due to the solution being
unavailable to the Bank/ bank‘s users.
6.2.3 The Bidder shall provide the FRSM to the Bank for review and
comments, and any comments or suggestions of the Bank will be
incorporated therein.
6.2.4 The Bank will identify functional heads for each process, which
would be responsible for the review, comments and sign–off of the
FRSM.
6.2.5 The FRSM will be deemed completed when signed–off from the
Bank.
6.3 Business Process Definition (BPD)/Parameterization
6.3.1 The Bidder is also expected to carry out and document a detailed
current assessment for all business activities, products and services
offered by the Bank to gain understanding of the Bank‘s existing
business and operations for its Domestic Business. The Bidder is
expected to help the Bank to parameterize the product and
provide valuable inputs at the time of system parameterization
based on the current state assessment undertaken by the Bidder.
Also, the core team training conducted by the Bidder should reflect
the understanding of the Bank‘s current products and processes as
a result of conducting the current assessment.
6.3.2 The Bidder would be responsible for ensuring that the
BPD/Parameterization exercise is as per the plan. In case the Bidder
fails to commission the hardware in order to provide access to the
testing environment, then the Bidder would need to make
alternative arrangements at no extra cost to the Bank.
6.4 Customization
6.4.1 The Bidder should quote the customization efforts to carry out all
the customization within Pilot phase from the date of acceptance
of the purchase order given to the Bidder as per Appendix 15 – (Bill
of materials).
6.4.2 The Bidder is expected to undertake a detailed current system and
procedures assessment for the Solution. The Bidder is expected to
document the current state assessment and get the same
reviewed and approved by the bank‘s business. The Bidder is also
expected to identify the current state gaps between the
procedures and practices followed by the Bank with the Core
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Banking Solution and other solutions being implemented and get
the same reviewed and approved by the Bank.
6.4.3 The Bidder needs to provide all statutory and regulatory reports as
required by the regulatory institutions. The Bank will not pay any
additional customization costs either for gaps observed as per the
requirements of the RFP and/or for statutory or regulatory reports as
required by the Bank.
6.4.4 The Bidder has to ensure that the application vendor provides all
statutory required functionality in future as pluggable customization
without the need to migrate the version.
6.4.5 The Bidder is expected to customize all gaps observed during
Functional RFP study, Product Demonstration, Current Systems
Study, Training, User Acceptance Testing (UAT), Business Process
Definition (BPD), Pilot Implementation phase and subsequent roll
out for all the proposed solutions. The cost of customization should
be included in the price bid.
Over and above the Bank MIS requirements, report requirements
and regulatory reports specified in the Annexure 03 – Functional
Requirements, the Bidder must additionally provision for
configuration/customization/ development and delivery of a total
of 1200 reports/MIS from the Solution. Bank at its discretion may
avail the development of any additional reports/MIS including
reports in Hindi from the Solution. The Bidder has to provide a
onetime cost for development of the 100 reports from the Solution
in the Appendix 15 – (Bill of materials). The Bank will pay the
proportionate amount to the Bidder based on the number of
reports delivered on a pro-rata basis post the satisfactory
acceptance of the reports by the Bank. All consolidation during
the co-existence period will be the responsibility of the Bidder.
6.4.6 Additional Customization beyond the RFP requirements:
The Bank may require the Bidder to address additional requirements
that are not either of the following:
6.4.6.1
Bug fixes
6.4.6.2
Gaps found during base version testing including testing
of BCP/DRP and all gaps observed upto the Pilot sign off.
6.4.6.3
Gaps against the functionalities specified in Annexure 03
– Functional Requirements
6.4.7 The Bank will compensate the Bidder on the basis of a man day
rate that will stay fixed through the contract period. This rate has to
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
be provided by the Bidder in the Appendix 15 – (Bill of materials).
For evaluation purposes, the man day rate will be multiplied by
7000 for all bidders. This total value will be considered for the TCO
evaluation.
Customization Process
6.4.8 The Bidder will have to ensure that the software provided as part of
the Core Banking Solution project meets all the requirements
described in detail in the functional and technical requirements
and to carry out all customizations or development work as maybe
required by the Bank at no additional license charge/fees/
expenses. The Bidder will have to provide all the MIS reports as per
the requirements of the Bank. The precise scope of the
customization and development work to be undertaken by the
Bidder will have to be as per the requirements of the Bank as
described in the RFP.
6.4.9 The Bidder will have to carry out all the customization related work
at the premises of the Bank or off-site in case the customization
cannot be carried out at the Bank premises. The Bank will have to
be a party to the Functional Requirements Specifications sign-off,
UAT, UAT sign-off, Installation sign-off and Implementation sign-off.
The Bidder will have to install and commission the software for
customization and UAT as per Project Plan in Section 7 – Project
Timelines failing which the Bidder will have to be liable to pay the
Bank the applicable penalty for delay as specified in Section 12 –
Terms and Conditions (Liquidated damages). The Bidder will have
to provide all tools, testing instruments, drivers, consumables, etc.
required to install and customize and test the software free of any
fees or charges or any expenses. The Bidder will have to document
and submit to the Bank all the testing activities, procedures and
results. The Bidder is required to ensure that the software provides
interfaces to the other application systems at the Bank as specified
in respective functional specifications as per Annexure 03 –
Functional Requirements and Delivery Channels at no additional
cost or fees or charges or expenses. The Bidder will have to provide
the Bank weekly progress reports on the bugs/problems
reported/points taken up with schedule of date of reporting, date
of resolving, and status for all kind of bugs and problems whether
reported by branch/HO/CO or Bidder staff. In case of disputes
relating to resolution of problem relating to any site, the Bidder is
required to send the copy of call report pertaining to each visit of
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RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
each engineer to the said site indicating the purpose of call, when
called, when visited, when problem was resolved, how resolved,
etc. Customizations would be both with respect to the Core
Banking application, the other applications and interfaces that the
Bank proposes to implement through the selected Bidder.
6.5 Module Integration
6.5.1 The Bidder is expected to build integration between the modules
under the scope.
6.5.2 For such activity, the Bidder would have to make a system study,
identify gaps, resolve the same, test all such scenarios and then
implement the same into production.
6.5.3 So as to ensure the total integration and functionalities of the
system, the Bidder needs to integrate all the software modules. The
Bidder will be responsible for fault detection and rectification. The
Bidder is responsible to ensure that the integrated systems are fully
functional.
6.6 Gap Identification and Resolution
6.6.1
6.6.2
6.6.3
6.6.4
6.6.5
6.6.6
The Bidder has to provide all functionalities as mentioned in the
Annexure 03 - Functional Requirements, meet the Technical
Requirements and provide all functionalities as mentioned in the
FRSM.
The Bidder will provide the Bank with the gap identification report
along with the necessary solutions to overcome the gaps and the
time frames.
The Bidder will ensure that all gaps identified at the time of system
testing will be immediately resolved.
The Bidder will ensure that gaps pointed out by the audit and
inspection teams, statutory and regulatory bodies, or any other
third party agency engaged by the Bank will be immediately
resolved.
The Bidder shall resolve gaps by proposing a suitable work around
or customizing the proposed solution by way of modifications/
enhancements, as necessary, to the proposed software solution.
The Bidder shall provide all statutory, regulatory and ad hoc MIS
(Management Information System) and EIS (Executive Information
System) reports as required by the Bank in the desired format
during the initial phase of customization process.
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RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
6.6.7
6.6.8
6.6.9
6.6.10
6.6.11
6.6.12
6.6.13
The Bidder shall provide for all subsequent changes to reports as
suggested by the statutory and regulatory bodies from time to
time immediately to the Bank at no additional cost to the Bank
during the contract period.
The Bidder shall provide for a flexible report writer utility and train
the Bank personnel in using the same.
The Bidder will give adequate time to the Bank for reviewing the
gap report
The Bidder will incorporate all the suggestions made by the Bank
to the gap report.
The Bidder will ensure that they have the necessary infrastructure
and people in place to resolve all the gaps within the time lines
agreed, for the implementation and roll out.
The cost of all customizations as mentioned above is required to
be included in the price bid and the Bank will not make any
additional costs for such effort till all the branches are live. While
costing the customization effort required, the Bidder should
exclude the effort required from the Bank.
The Bidder is expected to document all gaps observed by the
Bank at various stages of implementation including their solution
and monitor and track the status of the same throughout the
implementation
6.7 Data Migration
The Bidder will be responsible for successful data migration from the
existing CBS application to the new CBS application and other
applications for all the branches. The Bidder will need to migrate the
master data and transactional data for 3 years from the current system to
the new proposed CBS. The Bidder‘s responsibility will also be to perform
the data mapping exercise along with the Bank. The extract of the data
from the existing systems will be done by the Bank based on the agreed
upon formats.
o
Data migration is primarily concerned with the transfer of data from
the source system to the target system.
It is a subset of
Implementation. This section describes the scope for Data
Migration from existing source systems to proposed Core Banking
System. The overview of the Bidder‘s tasks is as follows:
 Assisting in formulating the Data Migration strategy and
process documentation
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RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014




Performing data mapping exercise of existing solutions with
CBS Solution
Providing checkpoint reports to ensure
thorough
reconciliation of the data, while ensuring data integrity
Load the data into the proposed Core Banking solution and
the other related data storage for the bidder‘s proposed
solutions to function correctly.
Data Upload activity onto the target systems
Assist in performing checks to ensure data migration success
(by way of providing comparator tools, etc)
6.7.1 Major Requirements
6.7.1.1
The Bank expects the Bidder to migrate the entire data
pertaining to live accounts (from the time of account opening
or from the time the data is available) for accounts like term
deposits, recurring deposits, loans and advances, etc. should
be migrated to the new CBS application.
6.7.1.2
The historical data including data on closed accounts should
be captured that would at least fulfill the objectives of
computing interest income, printing backdated customer
statements (for all products, accounts, and schemes supported
by the legacy application) passbook, general ledger, profit &
loss statements, trial balance, account master information,
standing instructions, TDS, NPA, Asset Classification and
transaction history (including GL, P&L heads and other office
accounts) and should also support printing MIS reports as
desired by the Bank for the legacy data migrated.
6.7.1.3
Migrate all outstanding entries from the legacy system to the
new CBS application for the identified general ledger and profit
and loss heads for future reconciliations.
6.7.1.4
In the new CBS environment, the Bank wants to keep 36 months
of data before archiving or purging the data. However the
Storage should be sized such that it can sustain and hold all
seven years of data of the Solution for the period of the
contract.
6.7.1.5
The Bidder will be responsible for successful data migration from
the legacy systems to the new environment for all branches. It is
the Bidder‘s responsibility to perform the data mapping and
extraction in whatever format the target solution requires the
data. The Bank will not bear any additional cost for data
migration, nor will be responsible for the same.
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RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
6.7.1.6
6.7.1.7
6.7.1.8
6.7.1.9
6.7.1.10
6.7.1.11
6.7.1.12
6.7.1.13
The Bidder will also have to understand the file structure
requirements from CROWN and surrounding applications with
the assistance of the bank. The Bidder may require to tweak its
migration tools to facilitate, accommodate the data files in the
structure as required for upload into the proposed target
systems.
The Bank will extract the data from the existing systems in the
flat file format. The Bidder will be required to validate these flat
files and upload the data into the target system. The upload
process should generate Exception, Error and Control reports to
facilitate rectification of the data loaded.
The Bidder will be responsible for formulating the ―Data
Migration Strategy‖ and process documents.
Bidder will take not more than 30 calendar days to prepare
and submit the draft "Data Migration Strategy" document from
date of acceptance of purchase order. Post which the Bidder
will be required to discuss and finalize the "Data Migration
Strategy" document with the Bank along with signoff within 45
calendar days from the date of acceptance of purchase
order.
All comments and suggestions of the Bank must be
incorporated in the Data Migration Strategy and process
documents before obtaining sign–off.
Identify areas of data mapping and suggest data requirements
for the gaps identified.
In the event of any gaps in the field mapping reports the same
would be discussed with the Bank and the agreed solution
would be documented by the Bidder and signed off from the
Bank at no additional cost to the bank. The Bidder should
incorporate the modifications as suggested by the Bank, the
Bidder shall ensure that workarounds or default values moved
to the production database (or final output files) as a result of
gaps in the field mapping are duly taken care of after
successful migration to CBS and the Bank officials informed of
the same in writing.
It will be the responsibility of the Bidder to ensure complete
data cleaning and validation for all data being migrated from
the legacy system to the proposed target solutions. The
gathering and updation of customer information will be done
by the Bank based on the reports provided by the Bidder.
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
6.7.1.14
6.7.1.15
6.7.1.16
6.7.1.17
6.7.1.18
6.7.1.19
6.7.1.20
6.7.1.21
6.7.1.22
Bidder is required to envisage all tools, products, services in
order to meet the requirement of the Bank as per the RFP. The
Bidder may leverage the Bank’s existing ETL tool – Informatica.
The data upload tool should have standard reports for
reconciliation of the migrated data. The Bidder will have to
work back with the bank to generate similar reports on the
source system to facilitate end-to-end reconciliation of the
migrated data. The Bank will perform checks of migrated data
and reconcile the control reports to ensure that the data
migration is successful.
Bidder will be responsible to massage the data as per the
software/upload format required by the solution.
It will be the responsibility of Bidder to convey to the Bank, at
least 60 days in advance from the date of migration, all the
mandatory fields required for the functioning of the proposed
applications that are not available in the existing CBS
application and those that need to be obtained by the Bank.
In the event the Bank is unable to obtain all the mandatory
fields as conveyed by the Bidder, the Bidder shall suggest the
most suitable workaround to the Bank. Bidder shall document
the suggested workaround and sign-off should be obtained
from the Bank for the suggested workaround.
Bidder has to ensure that only experienced personnel who
have past experience in data migration activities are deployed
for data migration process. Bidder has to submit the data
migration team profiles as per Appendix 13 – Project Team
profiles.
Bidder shall ensure that sufficient training is imparted to the
data migration team of the Bank with regards to but not limited
to CBS data structure, field mapping requirements, field
validations, default values and gaps in field mapping reports.
Bidder shall develop the data conversion programs to convert
Bank‘s data to CBS upload format. Bidder shall perform mock
data migration tests to validate the conversion programs.
Bidder will be responsible for assisting the Bank in conducting
the acceptance testing and in verifying the completeness and
accuracy of the data migrated from the legacy applications to
the proposed systems.
The Bank or its consultants may, at its will, verify the test results
provided by Bidder.
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
6.7.1.23
6.7.1.24
6.7.1.25
6.7.1.26
6.7.1.27
6.7.1.28
6.7.1.29
6.7.1.30
The Bank reserves the right ―to audit‖/―appoint an external
auditor to audit‖ the process of data migration and/or the
completeness and accuracy of the data migrated during the
entire exercise of data migrations. The Bidder has to facilitate
audit at no additional cost to the Bank.
Any gaps/discrepancy observed will be reported in writing to
Bidder, who will act upon them and resolve the same
immediately or within 5 working days from the day of reporting
the same.
Bidder will be responsible to develop control reports for
verification of the data both before and after migration.
Bidder has to provide data comparator tools for the purpose of
checking the source and target data for data migration
success.
Any deviations/discrepancies/errors observed during the testing
phase will be formally reported to the Bidder and the Bidder will
have to resolve them immediately.
Mutually agreed data pertaining to live accounts (from the
time of account opening or from the time the data is available)
should be migrated to the proposed solution. The history data
should at least fulfill the objectives of printing backdated
customer statements (for all products, accounts, and schemes
supported by the legacy application) passbook, general
ledger, profit & loss statements, trial balance, account master
information, standing instructions, TDS, NPA, Asset Classification
and transaction history (including GL, P&L heads and other
office accounts) and should also support printing MIS reports as
desired by the Bank for the legacy data migrated.
The Bidder should ensure that all tools developed (like data
consistency tools, validation tools, data migration tools, data
collection tools, etc) by the application vendor during the
implementation or to be used during the implementation
should be made available to the Bank at no additional cost till
all the branches are rolled out.
The Bidder has to ensure that at least three simulation runs are
completed with at least one round with full load and 100%
migrated data of proposed branches that are being migrated.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
6.7.2 Data Migration Activity Timelines
6.7.2.1 Bidder shall provide Data Migration services until the data is
migrated successfully into the production environment and
the Bank goes live on CBS and third party solutions.
6.7.2.2 Bidder shall provide dedicated on-site support during the
data migration exercise in the mock/staging environment.
6.7.3 Mock/Staging Environment
6.7.3.1 The Bank will not provide any IT infrastructure for the
purpose of staging or conducting Mock Migrations as part
of the Data Migration activity. All infrastructures will be
required to be provisioned by the Bidder as part of the RFP
response.
6.7.3.2 Bidder will maintain the environment till the time the Bidder
migrates all the branches of the Bank in the CBS
application and goes Live with all the branch data.
6.8 Testing
6.8.1 The Bank proposes to conduct ―User Acceptance Testing‖ (―UAT‖)
for the Solution for the purpose of ensuring that all the functionalities
requested for by the Bank are available and are functioning
accurately. The UAT would be carried out for the Core Banking
Solution proposed by the Bidder.
6.8.2 The Bidder will convey to the Bank that all the customizations that
are required to ―Go Live‖, as agreed upon and signed off by the
Bank are completed and the solution is ready for testing.
6.8.3 The Bank expects the test environment to be available to the Bank
at all times, for the purpose of testing. The Bidder is expected to
provide for the requisite test and development infrastructure
including hardware, software, operating system and database for
all applications being offered by the Bidder. The Bank expects the
Bidder to set up the required solutions and provide connectivity to
test server at DC at the desired testing Centre of the Bank for the
purpose of testing. The Bank shall not pay any additional amounts
to the Bidder for the purpose of creating the test environment. The
Bidder has to ensure that all requirements for the test environment
like storage, compute environment, etc. for the applications are
taken into account. The Bank plans to use the testing environment
throughout the period of the contract.
6.8.4 The Bidder will be responsible for preparing detailed test cases
including test data.
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RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
6.8.5 The Bidder will assist the Bank in conducting all the tests and
analyzing/comparing the results. Bidder shall provide adequate full
time resources conversant in all business areas, for trouble-shooting
and resolving defects during the entire UAT process.
6.8.6 Any deviations/discrepancies/errors observed during the testing
phase will be formally reported to the Bidder and the Bidder will have
to resolve them immediately or within the UAT approach and
guidelines formulated between the Bidder and the Bank. The
resolution timelines will be completely aligned to the project timeline
of this RFP.
6.8.7 The Bidder will be responsible for maintaining appropriate program
change control and version control for all the modifications/
enhancements carried out during the implementation/testing phase.
6.8.8 The Bidder will be responsible for providing and updating system &
user documentation as per the modifications.
6.9 Training
6.9.1 The Bidder will be responsible for training the Bank‘s employees in
the areas of implementation, operations, management, error
handling, system administration, etc. The Training should at least
cover the following areas:
6.9.1.1
Functionality available in the solution
6.9.1.2
Customization development
6.9.1.3
Parameterization
6.9.1.4
Data Migration (data mapping, field validations, default
values, gaps in data migration, manual data entry
programs etc.)
6.9.1.5
Impact analysis
6.9.1.6
Advanced user training
6.9.1.7
Deployment of various products/packages as part of the
solution
6.9.1.8
Techniques of generating various MIS/EIS reports from the
solution provided
6.9.1.9
Using of all the auditing tools being provided
6.9.1.10 Developing new audit reports/tools using the proposed
solution
6.9.1.11 Advanced training on the operating systems, database
systems and network systems to be used by the proposed
solution
6.9.1.12 System and Application administration at branches
6.9.1.13 Log analysis and monitoring
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6.9.2 The key trainings as per the RFP are mentioned below as well as in
Appendix 15 – Bill of materials where the Bidders have to quote for
the complete cost of the solution
Sl.
No.
Training Type at Domestic
Min. No. of Days/
Weeks per Batch
Batches
No. of Trainees
per batch
1
Executive Awareness
2 days
2
25
2
Core Team training
4 weeks
3
30
3
Train the trainers
2 weeks
2
30
4
5
End User Training
Technical users Training
2 weeks
2 weeks
930
2
30
15
6
Application customization
10 days
1
10
7
MIS and reporting
1 week
1
10
8
2 weeks
1
10
9
ALM, FTP, Cost Allocation and
Planning and Budgeting
Mobile Banking
1 week
1
10
10
Enterprise General Ledger
1 week
1
5
Table 30: Training Requirements
6.9.3 All the trainings would be held at the appropriate domestic sites
and the Bidder has to organize the trainer/s.
6.9.4 For the End user trainings at the Bank's training Centres, the Bank will
provide the training infrastructure (such as desktops, printers,
network etc) and premises. Bidders are required to refer to the
Annexure 07 – List of training Institutes.
6.9.5 The Bidder should prepare tests for all participants undergoing any
of the above trainings.
6.9.6 The Bidder will be responsible to install the required
applications/systems, training server at DRC for the purpose of
training.
6.9.7 The Bidder will be responsible for providing the users with the
requisite training material in both hard and soft copies for the core
team/implementation training, technical training, end-user training
and train the trainers. The onus of preparing the training material
will be on the Bidder.
6.9.8 The Bidder will be expected to deliver to the Bank for each
installation site, one (1) physical copy and one (1) electronic copy
of documentation for each of the deliverables and online contextsensitive help module included in the software to enable the Bank‘s
personnel to use and understand the operations of the
deliverables. The Bank may make additional copies of the Bank
specific documentation for their internal use.
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6.9.9 The Bidder will be responsible for preparing, circulating and
collecting training feedback forms from the participants to ensure
that the users meet the minimum eligibility criteria.
6.9.10 The Bidder has to ensure that there is online help available for
each functional area within the CBS.
6.10 Pilot Implementation
6.10.1
The Bidder has to implement the CBS (Core Banking Solution)
solution on pilot basis across 100 identified branches spread
across the country and all type of branches.
6.10.2 The Bidder will be responsible to implement the co-existence
solution to ensure seamless /straight though transactions
between the current and proposed solutions.
6.10.3 The Bidder will be responsible for installing the applications with
all the customizations.
6.10.4 The Bidder will set all the parameters in the application as
accepted in the test environment. The Bidder shall be
responsible for accuracy of the parameters set according to the
business needs of the Bank.
6.10.5 The Bidder will be responsible to migrate the branch data as
explained in ―Data migration‖ section.
6.10.6 The Bidder will be responsible for ensuring that all the client
software is installed at the branch computers for going live.
6.10.7 All customization relating to the Business Applications must have
been completed and tested before the pilot implementation
including BCP/DRP testing in these pilot branches before signing
of the pilot implementation.
6.10.8 Branch pilot implementation phase will be deemed complete
once the Bidder has obtained a sign-off for implementation at all
the pilot branches from the Bank. The branch will need to run
successfully for a period of at least 30 working days before Bank
can signoff the pilot implementation.
6.10.9 In the event of any deviation/discrepancies/errors observed at
the pilot branches, the sign off will only be given by the Bank
once the deviation/discrepancies/errors reported by the branch
have been successfully rectified by the Bidder.
6.10.10 The Bidder shall depute relevant personnel to attend and resolve
the branch problems immediately (Maximum of two working
days)
6.10.11 The Core Banking OEM (Original Equipment Manufacturer)
would be completely responsible upto the pilot branches (100
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identified branches for pilot) implementation completion from
the day of issue of PO (Purchase Order) by the Bank.
6.10.12 During the entire pilot branches implementation the Core
Banking OEM should provide onsite resources on a full time basis
including a full time onsite project manager as part of their
implementation team for the pilot branch implementation.
6.11 Roll out & Handholding
6.11.1 The roll out will consist of implementing the Solution under Section
8 - Project Timelines of this RFP.
6.11.2 The Bidder will be responsible for imparting the required training to
the branch personnel prior to the rollout as mentioned in this
document.
6.11.3 The Bidder is required to be present (minimum numbers
mentioned in the table below) at each of the branches under
migration for at least for three calendar days before branch
migration and the first two-calendar weeks after the branch has
been migrated to the proposed solution for handholding, trouble
shooting and hands-on training.
6.11.4 The Bidder is expected to provide for hand-holding support as per
the table mentioned below:
Sr.
No.
Number of users in a
Branch
1
2
3
4
Up to 3 users
4 to 7 users
8 to 10 users
More than 10 users
Number
of
Bidder
Support personnel for
1st Week
2
3
4
5
Number of Bidder
Support personnel for
2nd Week
1
2
2
3
Note:
The Bidder personnel should be knowledgeable with regards to
basic banking knowledge and should have complete awareness
of using the selected CBS solution. Furthermore, the identified
personnel should have prior experience of providing
Helpdesk/Hand-holding or a relevant service such as UAT which
involves using the selected CBS.
6.11.5 The Bidder has to provision a cost in Appendix 15 – (Bill of
materials) for the above handholding cost. The Bidder should
ensure that only proficient personnel are deployed at the
branches. The Bank has a right to interview and reject these
personnel if deemed necessary. The Bank also has a right to
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penalize the Bidder or withhold payments for hand-holding in
case proficient personnel are not deployed or the deployment is
short of RFP expectations as part of hand-holding.
6.11.6 The Bidder will assist the Bank in testing the reports generated
using the proposed CBS
6.11.7 Branch implementation will be deemed complete once the
Bidder has obtained a sign-off for implementation of all the
modules and solutions at the respective branches including a
successful run for a period of at least 15 working days before
branches / Regional offices can sign–off.
6.11.8 In the event of any deviations/discrepancies/errors observed at
the pilot branches, the sign off will only be given by the bank once
the deviations/discrepancies/errors reported by the branch have
been successfully rectified by the Bidder.
6.11.9 The Bidder shall depute relevant personnel to attend and resolve
the branch problems immediately (maximum of 2 working days).
6.11.10 The Bidder needs to provide the CBS OEM support for the entire
implementation phase. The Bidder should provide resources on a
full time basis from the CBS OEM, as part of their implementation
team for the implementation.
6.11.11 As and when the rollout of all existing branches is completed, the
Bidder would need to carry out a detailed performance
assessment of the deployed solution and demonstrate to the
Bank (along with empirical evidence) that the deployed solution
meets all performance, scalability and service level requirements
of the Bank, post which the Bank will provide final sign-off on the
successful completion of the rollout. In the event the deployed
solution does not meet the Bank‘s requirements, the Bidder
would need to commission the necessary additional resources
within two weeks of the assessment, at no extra cost to the Bank
so as to ensure the Bank‘s requirements are met.
6.12 Co-existence
6.12.1 This section describes the scope of the Bidder for successful coexistence of the existing CBS and new CBS application and the
other business applications during the phased migration of
branches.
6.12.2 The Bidder has to define a strategy and process to operate the
existing legacy CBS solution and existing channels/surrounding
applications and the new CBS solution and respective new
applications. Hence the Bidder is expected to implement a coPage 130 of 279
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6.12.3
6.12.4
6.12.5
6.12.6
6.12.7
existence solution to ensure there is no business disruption to the
end users of the old and the new CBS and allied applications and
that the Banking operations can be conducted on the legacy
and new applications. Thus, the Bidder has to define the Coexistence strategy and Business processes in order to operate the
existing and new solutions during the phased rollout.
Core Banking Solution should be designed to leverage the
integration architecture during the co-existence phase of the
core banking implementation. The Bidder should ensure that the
infrastructure and development investment made for the coexistence solution is appropriately utilized after the co-existence
period as well. Further the strategy to provide stable integration
approach that supports the co-existence needs of the Bank
during the migration phase of the project and also future needs of
the Bank.
As part of the technical bid, the Bidder has to submit the coexistence approach that the Bidder envisages to implement as
part of the Project covering the technical, functional and solution
design.
The Bidder would be completely responsible for the co-existence
strategy, plan, design, implementation, testing and maintenance
during the co-existence period. The Bidder will have to detail the
methods used to process transactions and reconcile transactions
between the old and new CBS across branches, ATM and other
delivery channel transactions, Online and batch Interface
transactions, Clearing, etc. The Bidder has to provide a suitable
solution for implementation and managing the transition period
during the core banking phased migration of the existing solution
to the proposed solutions. The Bidder is required to factor and
procure all necessary software, hardware and also design,
develop and maintain an interim solution until all branches are
converted to the new CBS application. The co-existence solution
should be such that there is no impact on the Bank users and
customers.
The Bidder has to take full responsibility of the co-existence
solution and ensure that any changes that may be required by
the systems are discussed and agreed upon with the bank. The
Bank in turn shall take care of the existing CBS and other Bank
application and delivery channels.
The Bidder has to envisage and quote for all the applicable costs
related to this co-existence period in Appendix15 – Bill of Materials.
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6.12.8 Following are some of the guidelines for the implementation of the
Co-existence deployment:
a) In the pre co-existence scenario there is the existing core
banking solution running which is interfaced with all the
channels, internal applications, and payment systems. Once a
pilot branch is live on the proposed CBS Solution and
surrounding business solutions there will be a scenario where
there are accounts associated with branches & channels
running on Crown and accounts associated with branches
running on the proposed new CBS & channels.
b) The Bidder will develop a co-existence solution to
accommodate the above scenario, based on the account
number (associated to branch) and customer credentials, the
channels needs to recognize what transactions need to feed
into Crown and what transactions need to feed into the new
CBS.
c) Similarly the payment systems and downstream applications
need to recognize the existence of two core systems with
accounts distributed across systems
d) All the components need to work in tandem with the two core
systems (holding separate set of accounts) from the
perspective of Transaction flow, Accounting entries,
transaction reconciliation, Interfaces for reporting, MIS, Bank
wide General Ledger, Audit Trail and Maker checker aspects,
exceptions, trouble-shooting and roll-back approach.
e) The new proposed CBS to be interfaced with the required
Bank applications for this purpose. Crown will interface with
Bank‘s applications till the time of co-existence when all the
branches of the Bank are migrated into the new CBS.
The Bank expects the Bidder to be responsible for the end to end co-existence
deployment which would be achieved by using a two – pronged approach:
Functional and Technical Approach. Following are the indicative approach
steps:
Functional Approach:
a) The bidder to ensure that the operational procedures affecting the
customer experience is to remain unchanged and for the users of various
delivery channels, the core migration process and the co-existence
solution to be transparent.
b) The bidder to ensure that the Transactions from Internet banking, ATM,
Mobile and Branch channels are to not be affected by co-existence.
Customers will be maintained in legacy or new core banking system
during the transition phase depending on the migration status.
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c) A 360 degree view of customers and their accounts to be managed is to
be achieved using an integration layer.
d) Inter Core Banking Suspense accounts (Inter Core Banking System
Accounts) will need to be accounted in the balance sheet and
reconciled daily. These Accounts to enable the inter branch banking
between two branches residing in two different core banking systems.
e) The existing principles of inter branch transactions to be extended to inter
Core Banking system transactions also.
f) Reconciliation to be carried out based on extracts provided by the coexistence layer and the balances in the Inter Core banking suspense GL‗s
at the end of every day. These are to be supported by suitable reports.
g) Account Balance Enquiry transactions with/without overdraft limits and
blocks to be supported across the user interface of both core banking
systems irrespective of whether the account resides in the originating
system or not.
h) Reversal transactions created by the co-existence layer to be suppressed
in the account statements to the customer.
Technical Approach
The key design objectives of the co-existence solution should at a minimum be
to:
a) Provide a co-existence solution that is transparent to end users as well as
delivery channels.
b) Ensure minimalistic changes on the channels and applications. Keep
delivery channels light weight and avoid building co-existence logic on
the channels.
c) Ensure a stable and smooth transition while retiring the co-existence
solution at the end of the migration period.
d) Manage performance requirements while retaining integration flexibility
needs.
e) Leverage integration infrastructure of the Core Banking solution to ensure
that the co-existence solution is cost effective and the investments in the
co-existence solution are utilized efficiently throughout the tenure of the
Contract.
Co-existence - People and Organizational Change Management
Business-IT Alignment
The Co-Existence phase shall have an impact on the Bank‘s Business plans:
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


 Branch launches
 Product & Services launches
 Policy & Regulatory Requirements
Hence, the Co-existence strategy to be presented, identified and
finalized with the Bank and its appointed Consultant/Vendors.
The Strategy definition shall be an iterative process
The Strategy should get finalized within first two months of the start of
the project
Value-Delivery
The Bidder must ensure that the Co-existence strategy shall balance the
following:
 Investments
 Timelines
 Implementation Effort
 Architecture (Infrastructure and Complexity)
 Business requirements and priorities
 New Business Plans
 Compliance
 Program Interdependencies
The onus is on the Bidder to conform to the Bank‘s requirements and contribute
towards generating value.
Key Technology Strategy Objective
The Bidder should comply with the following key objectives:
 Minimize Disruption
 Save Time
 Minimize Complexity of the Co-Existence Architecture
 Move Low Risk Systems First
6.12.9
The Bidder will take not more than two months from date of
acceptance of PO to develop and submit the detailed Coexistence strategy document to the Bank.
6.12.10 The Bidder has to propose and implement a suitable solution for
managing the co-existence period. The Bidder is required to
envisage and propose all necessary software, hardware, design,
develop and maintain an interim solution until all branches are
converted to the new CBS application. The co-existence period
has to be managed by the Bidder such that there is no impact
to the bank users, customers and business.
6.12.11 Bidders have to note that for the applications, databases that
the Bank owns, the Bank will continue to bear the AMC/ATS. For
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the Solution proposed by the Bidder as per the RFP, the Bidder
will be required to bear the AMC/ATS for the contract period.
6.12.12 The overview of the Bidders co-existence responsibilities are as
follows
Formulating
the
co-existence
strategy
and
process
documentation. The Bidder has to submit a detailed coexistence strategy document covering all applications,
interfaces, processes across
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
6.12.13
6.12.14
6.12.15
Branches for treating various types of intra branch
transactions
ATM transactions
Internet
Banking
transactions,
Mobile
Banking
transactions
and
Other
applicable
channels
transactions
Online & Batch interfaces
Any Branch Banking (ABB) transactions
MIS Generation
Treasury Transactions
NEFT/RTGS
HRMS updates
Cash Management transactions
Govt. Business transactions
Financial Inclusion transactions
Any other area/application/process impacted due to
the co-existence of the existing and new CBS
application
Interface to the bank‘s GUI platform applications
handling the Aadhaar / APBS / AEPB / NACH / EFMS
etc. applications
The Bidder has to ensure that there is complete integrity of
data and reconciliation of data across the bank during the
co-existence period
The Bidder has to also liaise with the existing bank vendors for
drawing their complete support for any assistance,
development, efforts during the co-existence period.
The Bidder has to envisage and quote for all costs that the
Bidder would incur for the services and deliverables rendered
during co-existence as a one-time cost in the Appendix 15 –
Bill of Materials
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6.12.16
6.12.17
The interim co-existence platform/middleware proposed by
the Bidder should fully meet the sizing, users concurrency
requirements, transactions per second for the applicable year
of operations
Post the completion of the phased rollout when all the
branches are on the new CBS application, the Bidder will also
be responsible for phasing out the interim co-existence
solution such that the new CBS application directly services
the transactions, interfaces, delivery channels, applications
and processes.
6.13 OEM Architecture Assessment
The Bidder is required to provide the following services mentioned
below as a part of the Architecture Assessment and provide the
analysis report to the bank. The analysis report needs to be reviewed by
the independent 3rd party
Quarterly Performance Analysis for systems – Server OEM
Quarterly Storage Assessment Service - Storage OEM
Data Protection/Security Initiatives (One time and Quarterly) –
Security OEM
Disaster Recovery Assessment (One time and Quarterly) – Storage
OEM
All tools including Software tools, training should be provided by OEM to
the Bidder, required for carrying out the activities mentioned.
6.13.1 Quarterly Performance Analysis for systems at DC
i.
ii.
iii.
iv.
v.
As a part of the service, OEM needs to carry out quarterly
performance analysis and capacity planning for CBS servers
that are a part of the Core Banking infrastructure at the DC. The
coverage shall include Core banking application and
database servers.
The OEM has to use their own tools required for carrying out
quarterly performance analysis of systems. The OEM and the
Bidder should ensure that there is no impact on the production
servers while running the tools on the said servers.
It is required from the Bidder to ensure from OEM to carry out
health check of the Core Banking Server Hardware on quarterly
basis for the tenure of the contract and submit the report to the
Bank within 15 working days.
The OEM and the Bidder jointly need to provide the quarterly
performance analysis report including recommendations on
performance enhancements if any.
The deliverables are described below:
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
a) Collect hardware configuration data
b) Collect hardware inventory
c) Install software collection agents and collect 24 hours of
baseline data to establish the workloads
d) Review the baseline data with the Bidder. Based on the
inputs received, define the workloads for each identified
system instance and the thresholds to be monitored for
each workload
e) Collect system performance workload data for
approximately seven (7) days
f) While gathering data, monitor systems for violations of
threshold values
g) Prepare a performance profile report which may include
the following:
CPU
 Percentage of CPU utilization
 Percentage system CPU utilization
 CPU run queue
 Wait I/O
Disks
 Low activity disks
 Disk space used by file system
 Percentage busy (top 10 disk)
 Disk IOPS
 Average service time
 Disk utilization summary
Memory
 Memory utilization summary
 Physical memory utilization
 Paging memory
 Scan rate
 Buffer
 Swap
 Kernel
Network
 Collisions
 Errors in / out
 Packets in / out
 Number of network connections
 Subnet wise utilization report
 Problematic interfaces
 Network utilization summary
The Bank's requirement is to prepare a "performance profile
report" as part of the Architectural Assessment exercise.
Workloads
 CPU consumption by workload
 Physical i/o per workload
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 Workload processes
Cluster interconnect usage
Implement the recommendations based on the report.
6.13.2 Quarterly Storage Assessment Service at DC and Near Site
i.
ii.
OEM needs to perform storage assessment on enterprise
storage system installed at the Bank‘s primary DC and Near Line
Site.
Activities to be carried out are described below:
a) Storage configuration analysis
Validate storage configurations
Complete documentation
b) Prepare a report covering the following parameters
Storage cache utilization
Cache utilization
Write pending utilization
Side file utilization
c) Storage backend utilization
d) Storage parity group utilization
e) Storage frontend port utilization
f) Host level storage performance analysis
Check storage performance for database and
application servers.
This activity needs to be conducted quarterly and the OEM is
expected to provide the report within 15 days of conducting the
activity.
6.13.3 Data Protection/Security Analysis & Definition Services
It is the Bidder‘s responsibility to bring Security OEMs Assessment
Services as part of issued RFP. The OEM is required to provide the
following services mentioned below as a part of the Architecture
Assessment and provide the analysis report to the bank:
I.
II.
6.13.3.1
One Time Security Assessment
Quarterly Security Assessment
One Time Security Assessment
1) Conduct a gap analysis to identify Data Protection gaps within
the Bank
2) Identify and plug gaps in existing end point protection
3) Design a data protection strategy with support and visibility
from senior management
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4) Enhance existing and develop new security policies, standards,
guidelines and procedures for data protection and built
consensus and support for the new requirements within the
organization
5) Design a compliance communication and awareness program
6) Create a data classification program with a roadmap for
enterprise-wide implementation
7) Manage, coordinate and execute enterprise-wide Data
Classification based upon a 3 phase approach:
a. Phase 1: Discovery
b. Phase 2: Pilot
c. Phase 3: Enterprise-wide Rollout
8) Design a Data Classification strategy with support and visibility
from senior management along with an established program
charter
9) Create a roadmap for strategic implementation of the data
protection program
10) Develop a Data Classification methodology to be utilized
throughout the organization
11) Enhance existing and developed new
security policies,
standards, guidelines and procedures for Data Classification
12) Identify various compensating controls that address the
protection of Data throughout its lifecycle
13) Evaluate various Data Classification vendors for automating the
classification lifecycle and evaluate proof of concept
14) Deploy user based Data Classification using a phase approach,
starting with least impacting Business unit
15) Identify various controls that addressed the tactical
implementation of data protection technologies
16) Program manage the implementation of data protection
program within the organization
6.13.3.2
Quarterly Security Assessment
1) Review and Update Data leakage prevention tool policies and
rule sets
2) Revisit data classification definitions to resolve process
deficiencies related to classification of data
3) Review aspects of data in motion, data in use, and data at rest
4) Logging and Monitoring aspects, certification aspects, if
involved,
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5) Conduct Maturity assessment
6) Prepare train the trainer material for the Bank for any updates in
security policies
6.13.4 Disaster Recovery Assessment Services
The Bidder is responsible to bring Disaster Recovery Assessment
Services as part of issued RFP. The Storage OEM is required to
provide the following services mentioned below as a part of the
Architecture Assessment and provide the analysis report to the
Bank:
I. One Time DR Assessment
II. Quarterly DR Assessment
6.13.4.1 One time Disaster Recovery Assessment Service
1)
2)
3)
4)
5)
6)
Prior to Go Live of the CBS solution, the OEM is required to
conduct a gap analysis to identify Disaster Recovery gaps
within the Bank based on the proposed solutions being
deployed
Conduct assessment to check for data consistency &
recoverability in-line with the replication of new CBS solution
Analyze the zero data loss solution configuration defined for
new CBS solution
Validate the Storage upgrade components deployed and
configured by the Bidder.
Ensure the upgrade is as per the Leading Industry Practices and
OEM Best Practices.
Assess the overall health of replication environment for the new
CBS solution
6.13.4.2 Quarterly Disaster Recovery Assessment Service
The Storage OEM is required to perform replication assessment on
enterprise storage system installed at the Bank‘s primary DC, Near
Line Site & DR Site.
Activities to be carried out are described below:
a) Replication configuration
configurations
Complete documentation
analysis,
Validate
replication
b) Prepare a report covering the following parameters
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Assess the Utilisation & effectively of the replication environment
components such as Journal files, cache, front-end ports etc
Incremental Replication data rate and analysis vis-à-vis available
bandwidth
Health of replication environment such as Replication Pair status
throughout the quarter, any alerts generated, discover
potential/suspected patterns which can potentially degrade
replication performance and data lag.
Provide recommendations/possible remedies to improve the
replication environment
6.14 Independent Performance Audit and optimization activities
The Bank plans to proactively manage critical risk associated with
Performance, Availability and Scalability failures of core applications /
IT systems. Failures to manage these critical risks can lead to
undesirable situations such as
Branches not being able to transact
Non availability of Mobile Banking etc.
This can result in Financial Losses, Management Reputation damage,
Employee issues, and lost business opportunities.
As part of Bank‘s risk mitigation strategy bank would like to engage
services of an Independent consultant – who can provide Independent
and Expert Reviews, an approach similar to the maker-checker
concept in the bank.
The independent consultant should perform the following activities
throughout the tenure of the Systems Integrator agreement
Bidder has to provide the services of the third party and include this in
the RFP response. The list of applications as part of the RFP is in scope of
the Bidder.
Following are the details of the scope:
Activity No.1- Periodic Independent Architecture review with a focus
on Performance, Availability & Scalability
Frequency - Once every 6 months (biannually)
Key Coverage areas –
1) Deployment Architecture Review
2) Review of integration layer
Message formats
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Message size
Compression of messages
3) Message parsing
4) Identification of known performance anti-patterns in design
5) Caching and compression of data at relevant components
Application caching (web and application layer)
Database caching
Browser caching
6) Evaluate Possibility of parallel processing of transactions
7) Identification of contentious blocks – synchronization
8) Review of IO intensive activity
9) Identification of Failure points and its impact on performance
10) Interaction between components (message parsing, message
creation etc.)
11) Transaction Management
12) Resource Management (threads, connection, instances etc.)
Activity No.2- Progressive Independent Performance audit and
Optimization of critical applications and their execution environment
Frequency - Once every 6 months (bi-annually)
Key Coverage areas
1) Review of the application design and from performance standpoint
2) Holistic review across technology stack shall include but not limited to
following areas:
Application Server Review & Analysis
Configuration Review
Code Review
Thread dump Analysis
Connection Pool Configuration Review
Thread Pool Configuration Review
Instance Pool Counts
Memory Management analysis
o Heap Dump Analysis
o Memory Histogram Analysis
o Garbage Collection Analysis
o Configuration Review and Analysis of Application Memory
Review and Analysis of Database
Database instance level configuration analysis
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Database Sizing according to work load modeling and business
forecast
SQL Analysis
SQL Tuning
Database Code Optimization
In-depth review of other areas like Web server, Load Balancer,
Networks and Storage
The scope activities for ―Independent Performance Audit and
optimization activities‖ shall be considered by the Bank as a mandatory
item which will form part of the overall TCO calculation for the purpose
of Commercial Evaluation.
6.15 Facilities Management
6.15.1 Services to be Covered
This section describes, but does not limit, the services required by the
Bank for the Solution proposed as part of this RFP at the Data Centre,
Disaster Recovery Site, NLS, Central Office, Circle Offices, Zonal Offices,
Branches, etc. The Bank intends that the contract which is
contemplated herein with the Bidder shall be for a period of seven
years (7 years) from the date of signing the contract, and shall cover all
Deliverables and Services required to be procured or provided by the
Bidder during such period of contract. The Bidder is expected to
provide and quote costs for helpdesk agents as well. The Bank as its
discretion may choose to deploy its L1 agents by giving prior notice to
the Bidder. The Bidder needs to consider and envisage all services that
would be required in the maintenance of the facilities. FM for all
purposes means all Annual Maintenance Contract (AMC), warranties,
ATS (Annual Technical Support), Onsite people deployment and
support services for all applications and interfaces provided, quoted
and developed by the Bidder and all other costs necessary and
incidental for the maintenance and support of the infrastructure and
equipment.
The Bidder is expected to develop a methodology for conducting the
Facility Management for Bank based on the requirements. The
personnel being deployed by the Bidder for critical, key activities of
Facility Management at the Bank should be employees of the Bidder‘s
firm. For other activities the Bidder can propose third party vendors. In
both cases the Bidder is completely responsible and should duly meet
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the SLA requirements of the Bank as stated in the RFP. The Bidder is
expected to provide details in Appendix 15 – (Bill of materials).
6.15.1.1 The Facilities Management services would at least include:
Hardware Management (Servers, Storage, etc.)
System Administration
Helpdesk Management
Software Distribution
Software License Management
Software maintenance
Updates/Upgrades/New
releases/New
versions/Patch
Management
LAN and Server Administration
DC, DRC and NLS Management
Data space management
Data Backup and Recovery for Shared Databases
Database Administration activities for Database
Operations Management
Warranty
Application management including day–end, day-begin,
month-end, year–end, periodic and daily backups.
6.15.1.2 The Bidder shall provide a detailed methodology for
providing each of the above service at each of the
locations, respectively. All the costs associated to the
complete delivery of the Facilities management including
AMC,ATS, warranties as per the RFP requirement to be
included in Appendix 15 – (Bill of materials)
6.15.1.3 The bidder should provide the people deployment plan in
the format provided in Appendix 19 - Facilities Management
Details.
6.15.1.4 The Bidder will be solely responsible for providing and
maintaining all services as mentioned above for all third
party support applications quoted by the Bidder as a part of
their proposal.
6.15.2 Restore to Service: Provide standard maintenance services
including
6.15.2.1
Diagnostics and troubleshooting
System, component & network bandwidth maintenance - Bank
wide WAN Bandwidth upgrade/maintenance is out of scope of
the Bidder. However as part the Bidder's solution any equipment
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supplied would be in scope for carrying out the Facilities
Management activities.
6.15.2.2
6.15.2.3
6.15.2.4
6.15.2.5
Configuration changes, tracking, and documentation
Upgrade / Enhancement
The maintenance for the services would be for the
entire business infrastructure of the Bank including, but
not limited to, the applications, databases, and
servers, and other infrastructure provided by the
Bidder under this RFP. The Bidders have to note that all
infrastructure, hardware, software, products, services,
proposed by the Bidder as part of the RFP would be in
scope for the Facilities Management.
Third Party Support: For all the IT infrastructure and
applications, which are not a part of this RFP like other
hardware, software, etc, the Bidder needs to liaise
with the original Vendor and ensure prompt servicing.
The services should include
Interface with the applicable ‗Third Party Vendor‘ on
behalf of the Bank. This may involve working with the
‗Third Party Vendor‘ to issue defect correction
information, a restriction, or a bypass
Defect correction information, a restriction, or a
bypass shall be issued by the responsible party
involved. The Bidder is required to take the lead to
ensure the completion of the required activities.
Bidder shall facilitate resolution of End User Software
problems including, for warranted or supported
Software, contacting the ‗Third Party Vendor‘ for
resolution assistance or, if available, to obtain the "fix"
from the ‗Third Party‘; and
For Software fixes, Bidder should arrange with the
‗Third Party Vendor‘ to have the fix sent directly to the
End User
6.15.2.6
Hardware, Software – Changes, Relocations &
Maintenance: A request for hardware or software change /
relocation / upgrade is defined as a service delivery order; to
perform client requested hardware or software installation, deinstallation, re-installation and maintenance. Each service
delivery order can request to change / relocate / upgrade
multiple hardware / software application / users.
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6.15.3 Scope of Services
6.15.3.1
Hardware Management (Servers, Storage, etc.)
 As a part of FM, the Bidder shall provide services
relating to maintenance and support to server
hardware and other infrastructure supplied for the
entire contract period.

The Bidder shall provide the services to ensure
appropriate platform hardware (e.g., processor,
memory, network interface card, etc. and system
software (e.g., operating system, database,
middleware, etc.) are available to the specified
server type.
 The Bidder shall provide services, which include
requirement analysis, assisting the Bank in hardware
and system software platform acquisition, testing,
verification, and installation, problem identification,
root cause analysis and problem resolution. The
Bidder accepts that these services allow access to
business critical software. The Bidder agrees that
services provided include implementation and
maintenance of the server, storage and other
infrastructure as well as installation of the licensed
software and other software used by the solutions
quoted by the Bidder.
6.15.3.2
The Bidder shall provide for maintenance of
Hardware, including preventive Hardware support,
as well as repair and / or replacement activity after
a problem has occurred, Firmware upgrade,
Warranty
service
management,
including
coordination and Vendor management.
6.15.3.3
The Bidder shall provide a single-point-of-contact to
End Users for the resolution of Hardware related
problems or to request an equipment upgrade or
consultation.
6.15.3.4
If the Hardware supplied by the Bidder is to be
replaced permanently the Bidder shall replace the
equipment of same Make/ Model/configuration or
of higher configuration. However, the Bank may
accept different make/model/ configuration at its
discretion if the original make/model/ configurations
are not available in the market due to obsolescence
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6.15.3.5
6.15.3.6
6.15.3.7
6.15.3.8
6.15.3.9
6.15.3.10
6.15.3.11
6.15.3.12
6.15.3.13
6.15.3.14
or technological up gradation, stoppage of the
production of the same make/model/ configuration
by the MANUFACTURER or cessation / winding up of
the Company. The price benefit if any gained in the
process by the Bidder, is agreed by the Bidder to be
passed on to the Bank.
Bidder shall provide Hardware maintenance services
including preventive maintenance (e.g., running
standard diagnostics, machine cleaning, checking
cables and ports), corrective maintenance to
remedy a problem, and scheduled maintenance
required to maintain the Hardware in accordance
with manufacturers' specifications and warranties.
Bidder shall co-ordinate warranty repair or
replacement service for the Hardware and process
warranty claims, as applicable.
The Bidder agrees that if the equipments are
required to be taken outside the Bank premises the
cost of transportation and other related costs will be
borne by the Bidder.
Bidder shall request the dispatch of the appropriate
Vendor maintenance provider for Hardware
maintained under a third party agreement.
Bidder shall co-ordinate and schedule maintenance
activities with the End User and appropriate support
functions of the Bank
Bidder shall provide recovery procedures to
maintenance personnel of the Bank.
Bidder shall maintain accurate documentation on
the current location and status of Hardware in the
process of being repaired.
Bidder shall provide maintenance data, as
reasonably requested by the Bank, to support
replacement / refresh scheduling.
Bidder shall provide an interface to problem
management process of the Bank.
Bidder shall provide support and assistance, as
required, to isolate complex operational and
software problems.
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6.15.3.15
6.15.3.16
6.15.3.17
6.15.3.18
6.15.3.19
6.15.3.20
Bidder shall update, or provide the information
required for the Bank to update the asset
management system with the Bank.
Bidder shall track and report observed Mean Time
Between Failures (MTBF) for Hardware.
Bidder shall backup, remove, protect, and to restore
programs, data and removable storage media in a
machine prior to presenting the machine for service.
The Bidder shall provide all maintenance services in
accordance with the Service Levels given in Section
7 – Service Level agreement.
The Bank will not be liable to pay any additional
amounts in respect of any sort of maintenance
required during the tenure of the contract.
The activities that are expected to be provided by
the SI have been listed below:
Server Management at DC, DR and NLS
UNIX/ Linux/ Windows/ Server Management:
 Support of the server operating system, system
management software and operating system utilities,
including minor upgrades (such as a release upgrade)
 Manage the operating system configuration,
 Provide server maintenance service
 Manage system ID‘s and domain structure and manage OS
security
 Define and Manage print queues
 Administer file system directory distribution and replication
 Provide health check and trend reports
Server Operations – Major Incident Management:
 Managing the incident through service restoration
 Validating severity classification of the problem
 Determining the scope of the problem
 Facilitating the Service Recovery Team meeting
 Escalating the issue as required
 Conducting Root Cause Analysis
 Preparing restoration plans
Server Operations – Unix/Windows/Linux System Operations:
 Monitor hardware and software during in-scope service
hours
 Administer and/or execute Service Management processes
and procedures
 Perform basic problem determination on systems and
components managed by Bidder which include:
- Hardware problems
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- System software problems
 Evaluate planned changes to the server environment and
advise requirements to support such changes
 Monitor status of system processes
 Monitor and respond to system alerts and events
 Monitor and respond to hardware alerts and events
 Monitor and maintain system error logs
 Performing required batch setup activities (ad hoc
requests)
 Monitoring and responding to application alerts
 Monitoring and responding to application file system space
issues
Server Planning:
 Configuration Management
 Performance Management
 Capacity Management
6.15.3.21 Storage Infrastructure Installation and Maintenance at
DC, DRC and NLS
File Management:
 Manage non-root application file systems\
 Modifying file system sizes
Storage Environment Management:
 SAN Switch Management
 Manage SAN device configurations
 Configure the disk storage arrays
Backup/Restore:
 Execute backup and recovery procedures
 Retrieve archived tapes and restore required files and data
sets
 Performing mock system failure and then data restoration
drills on periodic basis
6.15.3.22 RDBMS/ OS / Server Management categorized under
Incident, Problem and Performance Management Services:
Incident Management
 Monitoring service availability
 Monitoring resource usage i.e., CPU, memory, disk space
usage
 Troubleshooting system alerts with knowledge base
 Antivirus definition update
 Patch Implementation
 Adherence to backup schedule
 Troubleshooting backup failures
 Account administration
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 Service pack & patch updates
 OS Hardening
 Firmware update
Problem Management
 Closure of new incidents
 Liaise with Vendors for escalation
 Updating knowledge base
 Preparing root cause analysis
 Preparation of Preventive Maintenance calendar
 Configuring backup jobs
 Log analysis and monitoring
 Log file rotation
 Testing of patches and service packs
 Preparation of checklist
 Testing backup tapes for data reliability
 Resaturation Drill
Performance Management
 Monthly / Fortnightly call analysis
 Device rights control
 Preparation of capacity report
 Audit of log file archives
 Audit of administrator accounts
 Performance Tuning
 Defining Backup Policy
6.15.3.23
System Administration:
Provide for system administration services. Examples of these
services are:
Client account maintenance - Creating users, groups,
creating user accounts, deleting user accounts, modifying
user accounts, etc. on the system;
File/system/application access management - Maintaining file
and directory permissions on OS and application access
management like creating user accounts at application level,
assigning application access, setting application passwords,
user lockout, etc.;
Security monitoring and investigation - Assess risks on a
particular system [OS environment and user needs], monitor
network security, monitor denial of service attacks, bad bugs
programmed threats, track logins, logouts, command runs;
Performance optimization and reporting - Process and
Memory Management, monitoring CPU performance,
monitoring Memory performance, monitoring Input / Output
performance, monitoring Ethernet traffic, etc.;
Error detection and correction;
Troubleshooting and client support
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6.15.3.24
Software Distribution:
The Bidder shall define a standard operating environment for
the Bank technology infrastructure and ensure that regular
updates are carried out. The Bidder will be responsible for
implementing software distribution processes and procedures,
packaging (standard Company Desktop/Server software
build), configuration, customization and distribution.
The Bidder shall ensure that installed software is available at
consistent release levels.
The Bidder shall perform system planning and design for
software distribution centrally. Once this process is defined,
Bidder shall perform the set-up for distribution and test the
distribution process.
The Bidder shall develop the strategy for activation, including:
 Which nodes must be activated first;
 Start times (e.g., nights and weekends when there is less line
activity and less impact on End Users);
 Assignment of attended and unattended nodes; and
 Distribution
Bidder shall take corrective action, as appropriate, for
problems resulting from software distribution (additions or
upgrades) to correct error conditions and facilitate
application stability;
Bidder shall update the information on the asset management
and software license management systems implemented at
the Bank.
The Bidder will need to factor in all hardware, bandwidth and
other requirements for software distribution to the branches,
administrative office, business units, etc. as per their
distribution methodology. The Bank will bear no extra cost for
any software distribution.
6.15.3.25
Software License Management:
The Bidder shall provide for software license management
(controlled access to software products) and control
(compliance with usage and licensing agreements). The Bidder
shall provide the following services:
Perform an inventory of software licenses in place as of a
particular date
Develop and maintain a software license inventory database
to include the licenses existing as of the Start Date and for
software:
 Procured through the Bidder, or
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 Procured by the Bank with notification to the Bidder for
inclusion in such database
Maintain data regarding entitlement for software upgrades,
enhancements, refreshes, replacements, and maintenance
Provide access to server resources to authorized End Users
only
6.15.4
Software Maintenance:
1. The Bidder should provide, through a set of standard software
packages, software and software related services to hardware
infrastructure. The Bidder should have the ability to include Bankowned custom software as needed, including provision for regular
upgrades. The Bidder should ensure that appropriate application
software suites are available to the specific functional users.
2. Types of service include requirement analysis, assisting the Bank in
software product acquisition for testing, verification, and installation of
Bidder supported software, in accordance with bug fixes, emergency
changes and program changes initiated by the users.
3. Prior to delivering any software to the Bank, the Bidder will be required
to test the software and the media on which it is to be delivered with a
current version of a leading anti-virus application in efforts to detect,
and if so detected, to eliminate, any ―viruses‖ or ―worms‖ designed to
damage, disrupt, disable, harm, or otherwise impede in any manner,
the orderly operation of the software. The Bidder shall also ensure that
the software does not and shall not contain any computer code or
any other procedures, routines or mechanisms to: (i) disrupt, disable,
harm or impair in any way the software (or other applications installed
on the system the software is installed or interacts with) orderly
operation based on the elapsing of a period of time, exceeding an
authorized number of copies, advancement to a particular date or
other numeral (sometimes referred to as ―time bombs‖, ―time locks‖, or
―drop dead‖ devices); (ii) cause the software to damage or corrupt
any of the Banks‘ or its clients‘ data, storage media, programs,
equipment or communications, or otherwise interfere with the Banks
operations, or (iii) permit the Bidder and/or its personnel and/or its
licensors and/or any other third party, to access the software (or any
other software or Banks computer systems) to cause such disruption,
disablement, harm, impairment, damage or corruption (sometimes
referred to as ―traps‖, ―access codes‖ or ―trap door‖ devices).As part
of the Solution the bidder is required to provide all applications,
hardware, tools, etc to meet the requirements as stated in the RFP.
Bank will not provide any additional tools, applications, hardware, etc
except as stated in the RFP.
4. Software Maintenance and Support Services during Warranty and
AMC:
5. The Software Maintenance and Support Services contemplated herein
shall be provided for all Licensed Software implemented by the Bidder.
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The Bidder shall render both on-site and off-site maintenance and
support services to the Bank to all the designated locations. The Bidder
shall provide remote trouble shooting / customer support mechanism
from any single location like Central office of the Bank or through Web
based methodology.
The Maintenance and Support Services will cover:
1.
All product upgrades, modifications, enhancements that have
to be provided to the Bank free of charge.
2.
Enhancements would include changes in the software due to
Statutory and Regulatory changes and changes required due
to changes in industry and other Banking practices in India. It
will also include all the functionalities mentioned in Annexure 03
- Functional Requirements.
3.
Modifications would include minor changes, bug fixes, error
resolutions and minor enhancements that are incidental to
proper and complete working of the application.
4.
Upgrades would include product releases made by the Bidder
to incorporate technological changes, consolidating all bug
fixes, consolidating all enhancement requests made by the
Bank.
5.
No customization and subsequent implementation charges will
be payable by the Bank for enhancements, modifications and
upgrades.
6.
The Bidder agrees that any future upgrades, modifications or
enhancements shall not affect the current working of the
licensed software and all current functionality shall be migrated
to the new / enhanced version.
7.
The Bidder shall implement the new/enhanced version and that
the Bank will bear no cost for migrating the existing functionality
to the new / enhanced version.
8.
The Bidder shall have the responsibility to ensure that the
designate OEM undertakes to perform all obligations with
respect to the project and all other software contemplated in
the Solution, upon the same terms and conditions as agreed to
by the Bidder in the event that (i) OEM is unable to perform its
obligations, (ii) OEM refuses to perform its obligations, (iii) expiry
of the agreement and (iv) termination of agreement, with
respect to the project for any reason whatsoever. The Bidder
acknowledges that the rights mentioned herein are without
prejudice to the rights and the remedies (under law or equity)
that the Bank may have against the Bidder.
9.
The Bidder shall apply regular patches to the licensed software
including the operating system, databases and other
applications as released by the Original Equipment
Manufacturers (―OEM‘s‖), for which the Bank will bear no
additional costs. The Bidder agrees that the business of the
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10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
Bank will not be affected adversely as a result of any new
releases, enhancements, patches, etc.
The Bidder agrees at all times to meet the service levels as
specified in this tender document
The Bidder shall maintain the entire IT infrastructure for all the
components implemented under this tender and subsequent
agreement as well.
User support in case of technical difficulties in use of the
software, answering procedural questions, providing recovery
and backup information, and any other requirement that may
be incidental/ancillary to the above
Prompt receipt, analysis and reporting of reported deficiencies
in the operation of the software and supply of information and
advice on such deficiencies;
Installing/commissioning the software at the designated
locations/changed designated location at no additional cost
or fees or expenses to the Bank. Installing/commissioning the
upgrades / new versions/ new releases of software at the
designated locations/changed designated location at no
additional cost or fees or expenses to the Bank. The
requirements that are finalized with the Bank post the gap
assessment phase and included in the business requirements
document, will need to be provided by the Bank at no
additional cost to the Bank.
Providing remedial support in case the software media is virusinflicted at no additional cost or fees or expenses to the Bank;
Unscheduled, on call, corrective and remedial maintenance
and support services;
Providing ―enhancements‖;
Providing changes to the licensed software, which are of
software fine-tuning in nature
Program Errors Correction;
The Bidder shall use its best efforts in remedying any program
error. All Program Errors shall be reported in accordance with
the procedure prescribed in respect thereof and shall be
accompanied by sufficient information including the input data
that generated the program error so as to enable the Bidder to
reproduce and verify the reported program error. On receipt of
request together with all such information and data the Bidder
shall use all-out efforts, consistent with the severity of the
program error, to remedy such program error which is within the
purview of the system logic, that it has been able to reproduce
and verify. Such remedies may include providing instructions to
the Bank to cure the program error or delivering updates at no
additional cost. The Bidder warrants that any or all program
errors that are reported will be remedied.
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 In the event, the Bidder determines that the error reported/
problem notified in the support request in not a Program
Error, it shall advise the Bank whether it can correct or assist
in resolving such error/problem on a best effort basis.
6.15.4.1
Updates/Upgrades/New releases/New versions:
The Bidder may from time to time release Updates/
Upgrades/New releases/New versions and notify the Bank about
the same. The Bidder agrees that all such Updates/Upgrades/
New releases/New versions, as and when released during the
term of warranty or AMC shall be provided to the Bank at no
additional cost or fees or expenses including implementation
cost.
Bidders have to note that Support for IPv6 is required as
recommended by RBI Guidelines. This is applicable for the entire
Solution proposed by the Bidder as part of the RFP. Also the
Bidders should ensure that the Solution should be backward
compatible to IPv4.
6.15.4.2
Enhancements
All requests for Enhancements that may be required for any
reason by the Bank shall be made in accordance with the
procedures to be established by the Bank in this regard.
Any service provided by the Bidder, which is within the
purview of the Software Maintenance and Support Services
contemplated herein shall be at no additional cost or fees or
expenses to the Bank.
The Bidder shall rectify any corruption in the application
software or media at no extra cost to the Bank.
The Bidder shall ensure ‗nil‘ downtime of licensed software,
prompt execution of customization and enhancement
requirements, version control mechanism and also to develop
smooth upgrades and version changes, ongoing training, user
group meetings and feedback mechanism.
The Bidder agrees that licensed software support will include
specifically the helpdesk, update, upgrade, technical
guidance on usage of features and functionality, problem
solving and troubleshooting including troubleshooting and
operational errors/bug fixation, rectification of bugs, enabling
features of the licensed software already provided exclusive
of new software licenses, providing additional user controlled
reports, enabling parameterized features, future product
information, migration path details and consultancy. The
Bidder agrees that the support will be rendered in person in
the normal course and in emergencies, support will be
extended through telephone, fax, and email and that such
instances should be an exception
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6.15.4.3
Software support
a. The Bidder shall provide complete technical support for
software problems (all licensed software provided by the Bidder
as a part of this tender or maintained by the Bidder as a part of
this tender) and or questions, defect and non-defect related to
Bank office automation products, systems and licensed
applications.
b. The Bidder shall provide licensed software support including but
not limited to problem tracking, problem source identification,
problem impact (severity) determination, bypass and recovery
support, problem resolution, management reporting and trend
analysis and interfacing with other suppliers (as required) on
behalf of the Bank.
c. Bidder shall provide a single-point-of-contact (via Helpdesk, Email address, web interface to log a service request) for
Software support and respond to the initial request from the
Bank within agreed service levels.
d. Bidder shall log any reported incident, identify it as defect or
non-defect related, and tracks it till resolution. For all incidents,
the Bidder will ask the Bank to assign a severity rank and handle
it according to Service Levels given in Section 7 - Service Level
Agreement.
e. For a defect related problem, depending on the Software,
Bidder shall either:
 Issue defect correction information, a restriction, or a
bypass (provided the problem can be reproduced in that
Software's specified operating environment), or
 During resolution of a reported problem, Bidder shall
provide the Bank with periodic status updates and also
provide the Bank with a (monthly/weekly) report detailing
the disposition of each reported problem, and other
contents as desired by the Bank
f.
 The Bidder shall provide reasonable effort using available
resources to assist the End Users at the Bank with NonStandard Software support for problem determination and
resolution
In the event of any dispute and or the commencement of
arbitration proceedings the Vendor shall continue all facilities
management services.
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6.15.4.4
Application Management
The Bidder should be able to provide Application Management
services to manage software applications of the Bank.
The Bidder should be able to synchronize Application
Management with IT infrastructure management. Deliverables
for Application support should include:
a.
b.
c.
d.
e.
24*7 Performance Monitoring & Management of application.
Installation & configuration of application
High availability installation & configuration
Application Patch management and version control.
DC/DR/NLS setup creation and DC/DR/NLS management
(DC/DR/NLS synchronization, DR drill...etc)
f. Capacity Management.
g. Deployment of objects in Application server.
h. Upgradation& migration
i. Trouble shooting Application server product related issues
j. Troubleshooting Patch Management.
k. Start, stop, and manage Application Server services.
l. Configure and manage Application Web server.
m. Configure and manage HTTP.
n. Configure and use monitoring tools provided for Application
Server.
o. Un-installation
p. SIP & performance management.
q. Vendor management ( Logging a call with product Vendor
and follow-up like oracle meta link )
r. Version migration, testing and implementation
s. File Level Backup for Application Server
t. Backup & restoration management of application server.
u. Portal/content management.
v. User management
w. Support to known errors and problems
x. Monitor web / Application server availability
y. Perform quarterly DC – DR drills
z. Monitor alert notifications, checking for impending problems,
triggering appropriate actions.
Bidder is expected to provide relevant reports for the previous
month in the 1st week of every month and same needs to be
jointly reviewed by Bidder and Bank in next 3 working days. The
reports should be benchmarked against the Service Levels
defined in Service Level Agreement, and penalty should be
calculated based on the level of deviation from Service levels
defined. The Bidder is required to submit the list of reports to track
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performance on service levels for all managed services under
scope of this tender.
6.15.4.5
Patch Management
a. Rollout planning.
b. Obtain Sign-off for Patch release implementation.
c. Communication, preparation and training to the team for
Patch implementation.
d. Storage of controlled software in both centralized and
distributed systems.
e. Patch Release, distribution and installation
f. Compliance & Adherence to Security Control Points as
communicated by Bank.
g. Log history of patches applied is required to be maintained.
h. Firmware updates
6.15.4.6
LAN and Server Administration:
a. The Bidder shall provide for LAN and server administration
services including administrative support for user registration,
creating and maintaining user profiles, granting user access
and authorization, providing ongoing user password support,
announcing and providing networking services for users and
providing administrative support for print, file, directory and email servers for all the locations.
b. Bidder shall perform user ID and group management services
for access to server resources (for example, user ID
add/delete/change, passwords, server space allocations,
user and system profiles).
c. Bidder shall provide support as required to assist with
hardware and software problem isolation and resolution in
the LAN environment.
d. Bidder shall perform file space management services (for
example,
storage
management,
protection,
and
defragmentation).
e. Branch Infrastructure (LAN administration) is out of scope for
the Bidder.
6.15.4.7
Data Centre (“DC”), Disaster Recovery Centre (“DRC”)
and Near Line Site (NLS) Management:
The Bidder shall provide for management of DC, DRS and NLS at
the Bank. It includes data space management (housekeeping of
Server Disks), and data backup and recovery for shared
databases. The Bidder shall provide all the necessary services
including DBA activities at DC, DRC and NLS Management.
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6.15.4.7.1Data Space Management:
The Bidder shall:
a. Work with the Bank in defining data space management
requirements of the Bank, which includes identifying:
 Fragmented data on a disk, and
 Inefficiently utilized disk space
b. Monitor disks at the Bank for fragmented data and
periodically run a defragmentation process (that rewrites all
the files on a disk, consolidating all the free space into large
contiguous space), as appropriate;
c. Periodically monitor disk space utilization at the Bank and take
action to improve such utilization by (for example) deleting
data that is no longer needed;
d. Install, configure, test and manage any tools that may be
required for data space management, such as those for
compressing/stacking data or re-blocking data; and
e. Before taking any data management actions, notify the
affected End Users at the Bank.
6.15.4.7.2Perform
Database
Database:
Administration
activities
for
The Bidder agrees that all databases of the Bank will be
administered as per applicable standards and requirements. The
service covers all the databases run on Bank servers at DC, DRC
and NLS facilities designated by the Bank including but not
limited to:
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.
k.
Start-up and shutdown of databases;
Daily/Weekly/Monthly backup of databases;
Database recovery when required;
Weekly database recovery checks;
Required logs maintenance as per standards of the Bank;
Disaster recovery as per standards of the Bank;
Documentation upkeep and records maintenance;
User account management;
Database problem resolution; and
Performance tuning
DC, DRC and NLS replication, DR drill, DR switchover and
fall back
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6.15.4.8 Operations Management:
Assets Purchase:
The Bank will own all assets. The Bank will enter into an
Agreement/Contract with the selected Bidder. The Bidder in turn
shall liaise with the OEMs to procure the proposed material. This
arrangement does not absolve the Bidder of any responsibilities
in terms of quality of goods delivered, timeliness of delivery or
any other terms mentioned elsewhere in this RFP.
Asset & Resource Tracking:
The Bidder must use an asset management system to identify,
track, and report all IT assets of the Bank, including hardware,
software, licenses and data communication component. The
Bidder must assign an asset register entry. Bidders have to note
that the Branch level assets are not in scope for the Bidder. Only
the hardware and software assets proposed by the bidder as
part of the RFP are in scope.
Asset Reporting:
The Bidder shall provide periodic reports to support asset
tracking, analysis, and strategic planning. The Bidder shall allow
authorized Bank personnel to have electronic access and query
capability to the asset databases on an ongoing basis; and
Asset tracking and inventory data must be provided to the Bank,
upon request, in a Standard (ASCII, word, excel, etc.) format.
Security:
a) The Bidder shall ensure that the entire proposed IT infrastructure
of the Bank to be provided as part of this RFP shall comply with
the Security Policy of the Bank as approved by the Board of
Directors, which shall be in conformity with the requirements of
BS 7799, ISO 17799 standards, Information Technology Act, 2000,
amendment 2008 and Reserve Bank of India guidelines. PCI-DSS
standards, ISO 27001 standards.
b) The Bidder shall implement the Information Systems Security
Policies (‗ISSP‖) that address the security policies of the Bank as
they exist at the time of Agreement initiation and adopt any
updated, revised or expanded policies that the Bank
implements during the life of the Agreement. The activities that
the Bidder shall address include but are not limited to:
o user ID creation / deletion,
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password setting / resetting,
creation of limited access shared space on servers,
secured installation of assets, secured backup tape
storage,
o Intimate the bank for Destruction of data on failed
hardware components (for example, data on a server
hard drive that fails) and confidential data protection
methodologies.
The Bidder shall secure network resources against unauthorized
access from internal or external sources.
The Bidder shall assist the Bank in planning for security and
related authorization, registration, and audit capabilities. This
includes authentication capability (access rights and
passwords),
virus
detection
and
eradication,
logon
administration and synchronization across servers and
applications, and support for required security classifications.
The Bidder shall review the security policies and procedures of
the Bank for effectiveness and recommend improvements;
identify the protection requirements for operating system and
application resources
The Bidder shall implement an access control program, which
will satisfy the security standards and practices of the Bank as
defined in the Procedures Manual
The Bidder shall control the security/administration of user ID‘s
for network applications and tools
The Bidder shall provide access to system resources to the
authorized End Users at the Bank
The Bidder shall establish, change, deactivate, and remove
logon IDs and associated access authorizations
The Bidder shall establish a process, with concurrence from the
Bank, to reset user passwords
The Bidder shall reset logon ID passwords and disclose
passwords to authorized personnel
The Bidder shall use the system access granted to the Bidder by
the Bank only to the extent necessary to perform the Services
The Bidder shall periodically review access authorizations and
remove those for which approval no longer exists
The Bidder shall manage system access to the Server platform
The Bidder shall synchronize security information across multiple
servers to provide consistent security control
The Bidder shall provide and maintain virus avoidance,
detection, and elimination software for Servers
The Bidder shall conduct periodic virus scans for Servers to
monitor for virus propagation and perform virus detection and
eradication
The Bidder shall maintain security controls for dial-in services and
add users to the services as requested by the Bank
o
o
o
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)
q)
r)
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s) The Bidder shall restrict physical access to Servers and
infrastructure devices and other secured areas to authorized
personnel only
t) The Bidder shall implement controls and alerts which protect
printed output and portable storage media (for example, tapes
and disk packs) from unauthorized access
u) The solution should have alerts for access control and defined
security violations
v) The Bidder shall notify the Bank of any security violations
requiring action from the Bank.
w) Security Incident Reporting:
The Bidder shall promptly report to the Bank any significant
computer or network security incidents occurring on any
systems.
o If an incident is confirmed, the Bidder shall provide all
necessary assistance and access to the affected systems
so that a detailed investigation can be conducted and
solutions applied are documented.
o Further, the Bidder shall track the number of security
incident occurrences resulting in a user's loss of data
integrity, denial of service, loss of confidentiality or that
renders the user(s) unproductive for a period of time.
o Security logs and audit information shall be handled
according to the Bank‘s information systems security
policies and procedures. Serious incidents or incidents
that could possibly involve law enforcement will also be
reported.
o For less significant incidents, the Bidder shall identify,
track, and report the number of incident occurrences on
the Bidder supported system.
o Incidents to be logged include, but are not limited to,
scan, probe, isolated viruses, and unsuccessful
penetration.
Furthermore, the Bidder will be responsible to provide
necessary support to the Bank during its application and
adherence for the ISO 27001 or equivalent certifications.
6.15.4.9 Warranty:
a. The products & services offered must include comprehensive
on-site warranty as provided by the OEM Vendor from the
date of installation and acceptance of the solution by the
Bank including all software, hardware, parts, media, patches,
updates and licenses.
b. The warranty on hardware would begin post successful
acceptance by the Bank and software post successful
installation and acceptance by the Bank. No parts,
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accessories of the systems like print heads etc. should be
excluded from such warranty
c. Bidder shall be fully responsible for the manufacturer's
warranty in respect of proper design, quality and
workmanship of all hardware, equipment, accessories etc.
covered by the tender. Bidder must warrant all hardware,
equipment, accessories, spare parts etc. against any
manufacturing defects during the warranty period.
d. During the warranty period Bidder shall maintain the systems
and repair / replace at the installed site, at no charge to the
Bank, all defective components that are brought to the
Vendor's notice.
e. Warranty should not become void, if Bank buys, any other
supplemental hardware from a third party and installs it within
these machines under intimation to the Bidder. However, the
warranty will not apply to such supplemental hardware items
installed.
f. In the event of system breakdown or failures at any stage,
protection available shall be specified which would include
the following:
 Diagnostic for identification
 Protection of data entered
 Recovery / restart facilities
g. Backup facilities
h. The Bidder shall carry out Preventive Maintenance (PM),
including cleaning of interior and exterior, of all hardware
and testing for virus, if any, once in a calendar quarter and
should maintain proper records at each site for such PM.
Failure to carry out such PM will be a breach of warranty and
the warranty period will be extended by the period of delay
in PM.
i. For implementing different versions of Application Software, if
adjustments / change in the configuration are to be made in
base memory the same should be carried out by the Vendor
as a part of warranty.
j. If the Operating System or additional copies of Operating
System are required to be installed / reinstalled / de-installed,
the same should be done at no additional cost during the
period of contract. The Bidder shall provide or develop with
the assistance of Bank
- Technical Standards;
- Security Requirements;
- Operating Procedures;
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- Recovery Procedures;
- Perform an inventory of warranties and licenses in place
as of the Start Date.
k. The Bidder shall ensure that the warranty complies with the
agreed Technical Standards, Security Requirements,
Operating Procedures, and Recovery Procedures
l. The Bidder shall develop and maintain an inventory
database to include the registered hardware warranties and
software licenses existing as of the Start Date, and the
warranties and licenses for hardware and software:
 Procured through the Bidder, or
 Procured by the Bank with notification to the Bidder for
inclusion in such data base
m. The Bidder shall perform warranty and license registration, if
any, with the appropriate manufacturer, for hardware and
software:
 Procured through the Bidder, or
n.
o.
p.
q.
r.
s.
 Procured by the Bank with notification to the Bidder for
inclusion in such data base
Bidder shall monitor warranties to check adherence to
preventive and repair maintenance terms and conditions
Bidder shall provide the Bank with access to asset control
information
Bidder shall provide to the Bank, as reasonably requested,
reports that aid the Bank in performing asset management
and financial management functions of the Bank as these
relate to hardware leases and warranties and software
licenses
Bidder shall maintain data regarding entitlement for software
upgrades, enhancements, refreshes, replacements and
maintenance; and
Bidder shall provide technical information as reasonably
requested by the Bank for preparation and implementation
of budgets and cost benefit analysis.
As far as possible, the equipment should be repaired at site.
Where the equipment is taken for repairs outside the Bank, a
substitute should be provided and data, if any, should be
transferred to the substitute machine besides creating backup in one of the system‘s at the Bank‘s office and the data in
the machine should be got deleted and hard disk should be
degaussed.
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6.15.4.10 Mean time between failures (MTBF)
a. If during warranty period, any equipment has a hardware
failure on four or more occasions in a period of less than three
months or six times in a period of less than twelve months, it
shall be replaced by equivalent or higher-level new
equipment by the Bidder at no cost to the Bank. However, if
the new equipment supplied is priced lower than the price at
which the original item was supplied, the differential cost
should be refunded to the Bank.
b. For any delay in making available the replacement and
repaired equipments for inspection, delivery of equipments or
for commissioning of the systems or for acceptance tests /
checks on per site basis, Bank reserves the right to charge a
penalty and the Bidder agrees that the rate of penalty would
be as per section 7 - SLA of this document.
6.15.4.11 Obligations of the Bidder:
In the course of rendering the aforesaid Software Maintenance
& Support services, Bidder shall be responsible for the following:
The Bidder shall render both on-site and off-site maintenance
and support services to the Bank. The Bidder shall provide
troubleshooting / customer support mechanism. The Software
Maintenance and Support Services shall be provided by the
Bidder from the Bank‘s premises.
Bidder shall assign personnel of appropriate qualifications and
experience to perform the services in order to fulfill its
obligations.
Bidder shall designate one of its personnel as the Project
Manager, to interact with the Designated Customer Support
Contact from the Bank for the purposes of getting approvals,
progress report, discussing and resolving issues, arranging
meetings, etc.
Bidder shall exercise requisite control and supervision over its
personnel in the course of rendering the services and make
best efforts to ensure that the services are rendered in a
continuous and uninterrupted manner.
Though Bidder has the right to withdraw its personnel, Bidder
will replace the persons with other personnel having
appropriate experience and skills at no extra cost to the Bank.
In the event that any person engaged/deputed/deployed for
rendering services, is, either;
1. No longer available by reason of resignation or
termination or the like; or,
2. Unable to render satisfactory services; or,
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3. Not acceptable to the Bank by reason of any
misconduct or non-performance on the part of such
person, then
Bidder will use all reasonable endeavors to replace such
individual(s) promptly by other sufficiently skilled, qualified,
and experienced person(s) at no extra cost to the Bank.
Bidder will in the discharge of its obligations use all reasonable
endeavors to minimize changes in personnel.
Bidder will respect the confidentiality of all information given
to it by the Bank and will not divulge such information to any
third party or other units without the consent of the Bank.
Bidder shall impart to the authorized employees of the Bank,
additional technical and/or user training in respect of any
corrected licensed software provided, if required by the Bank.
The Bidder shall promptly install/implement the corrected
licensed software and/or maintenance releases provided at
the Designated Location(s) of the Bank at no additional cost
or fees or expenses.
The Bidder shall undertake regular preventive maintenance of
the licensed software.
All bug fixations / modifications / enhancements relating to
the licensed software shall be done by the Bidder in a time
bound manner as per the SLA. The Bidder shall adopt a
common, smooth, timely and effective and satisfactory
bug/enhancement handling mechanism. The Bidder agrees
that the errors resulting from the licensed software shall not be
attributed to alleged misuse, improper use, alteration or
damage by users. The Bidder shall compensate the Bank such
financial loss suffered by the Bank if the Bidder fails to fix bugs,
provide the modifications / enhancements / customization as
required by the Bank as per the terms and conditions of this
tender and to meet the services level agreements as will be
entered into by the Bidder with the Bank.
6.15.4.12 Third Party Support:
For infrastructure and applications, which would not be a part of
this RFP like other hardware, the Bidder needs to only liaise with
the original vendor and ensure prompt servicing. The services
should include:
Interface with the applicable ‗Third Party vendor‘ on behalf of
the Bank. This may involve working with the ‗Third Party
vendor‘ to issue defect correction information, a restriction, or
a bypass.
Bidder shall facilitate resolution of End User software problems
including, for warranted or supported software, contacting
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the ‗Third Party vendor‘ for resolution assistance or, if
available, to obtain the "fix" from the ‗Third Party‘; and
For software fixes arrange with the ‗Third Party vendor‘ to have
the fix sent directly to the End User.
6.15.4.13 Helpdesk
The bank wishes to have one integrated help desk for internal
bank employees.
The Bank requires the Bidder to establish and maintain a Help
Desk to service, track and route requests for service and to assist
end users in answering questions and resolving problems related
to the CBS and other application covering basic functionality,
hardware, network, DC, DRC, NLS equipment, etc at all the
branches & offices. This helpdesk shall be the Single Point of
Contact (SPOC) for all users of the Bank‘s business and IT services
staff. This helpdesk becomes the central collection point for
service staff contact and control of the problem, change, and
service management processes. This includes both incident
management and service request management. This will be the
first level of support as part of L1.
It is also expected that a second level of centralized support (L2)
also be maintained at the same location from where the various
zones can be serviced in case of problem escalation. If a
problem is not resolved by telephone and the End User declares
the problem to be of an emergency nature, the Bidder shall
dispatch a helpdesk representative/support personnel/Engineer
who will provide Desk Side Support Service according to service
levels given. The Bidder is also expected to log each call made
to the helpdesk and issue a ticket number for all calls entered.
The helpdesk solution to have the capability to upload frequently
asked questions and solution.
The Bidder is expected to procure, implement, commission, and
maintain the helpdesk. The Bank will provide the necessary
seating space, furnishing, electrical connections for the same
along with PCs, PSTN telephones with STD facility, fax machines
etc. The helpdesk should act as a single point of contact for all
users whether for service requests, incidents or problems. It should
encompass Helpdesk, Asset Management and Vendor
Management. In addition, it should offer a focused approach for
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delivering integrated Service Management. It should provide an
interface for other functions in IT Services Continuity
Management like maintenance contracts, software licenses,
Service Level Management, Availability Management, and
Financial Management.
For all the Banks IT services, the Bidder shall provide the following
integrated user support and help. At a minimum these services
shall include
Establishing a help desk as a Single Point of Contact for all
services;
Providing telephonic and / or electronic mechanisms for
problem reporting requests for service, and status updates;
Routing of non-Bidder supported actions to the appropriate
service provider within 15 minutes after acknowledgement
receipt of the trouble ticket of Bank-supported applications;
Tracking of problems from initial call to restore to service. This
includes problems redirected to non-Bidder service providers;
Notifying users of problem status and resolution;
Monitoring systems to proactively determine, diagnose, and
resolve problems. This includes notifying customers and all
service providers of known problems and alerts;
The Bidder shall provide efficient and prompt solutions to
operational problems of end users concerning the application
systems and IT infrastructure. Bidder shall implement effective
helpdesk management procedures to leverage the knowledge
gained in providing faster and better solutions, create
knowledge bases and prevent recurrence of problems.
Bidders have to note that the Bank at its discretion can increase
or decrease the L1 and L2 agents deployed at the agent unit
rates provided in the Appendix 15 – (Bill of material).
The role based responsibilities of the helpdesk should include at a
minimum:
1. Level One (L1) Support
a. Serve as the front-end for all users and provide services
request sorting, information and non-functional information,
ticket routing for support of the Solution.
b. L1 would typically address queries all end user issues
pertaining to:
Business application related issues/queries,
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Enterprise applications (In-Scope), Operating System
(Windows, Linux & Unix), Printing, Generic IT Queries
Branch peripherals failures
Network link related issues
Queries related to business process
Other environmental software such as office automation
tools, adobe acrobat etc.
c. The Bank reserves the right to increase or decrease the
number of seats at L1 helpdesk depending on its
requirements at the Bank. The Bank also reserves the right to
change the locations of helpdesks at its discretion. The
Bidder is expected to quote a per seat rate, which shall be
used in case the Bank orders for lesser or more number of
seats at the L1 helpdesk. The Bidder should also note that
the setup at the L1 helpdesk must provide for 1 supervisor
and/or 1 support personnel from the Bank. The Bank
expects the Bidder to provide for L1 support for all activities
and services that are part of scope.
d. The key activities that the SI is expected to perform as part
of Level 1 Helpdesk Support is:
► User Management
► Creation or modification of user profiles
► Assessment in case of specific rights assignment
► Provision for assigning user rights only for certain fixed period
► Periodic user right monitoring (at known frequency) must be
specified and implemented
► Categorization of requests into functional clarification, bug or
change request.
► Functional clarification / work around to be provided by Level
1 support itself.
► Bug change requests to be logged and reported for further
processing
► Provide telephonic and / or electronic mechanisms for
problem reporting requests as well as for service and status
updates.
► Escalate/assign unresolved issues to L2 helpdesk
2. Level Two (L2) Support
The Bank expects the Bidder to provide for L2 support for all
activities and services that are part of the scope. The L2
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support provided by the Bidder should be comprehensive and
cover entire management and support of the Solution
provided by the Bidder. The services specified herein are not
exhaustive and only indicative. –
a. Provide continuous onsite support for the all applications
being implemented and being procured through the
Bidder
b. Performing and troubleshooting End of Day, End of Month,
End of Quarter and End of Year activity.
c. Resolve the call within stipulated timeframe as defined in
Service Level Agreement
d. Provide on-site trained personnel in each L2 shift, having
adequate exposure and background on the solutions for
problem handling and resolution
e. Coordinate with the L3 teams for resolution and provide
necessary information as may be required by the team to
resolve the issues
f. Escalate the unresolved calls as per escalation matrix
g. Provide the timeframe for providing a solution of resolution
of the escalated calls
h. Prepare a root cause analysis document
resolutions provided for major issues such as:
with
the
Problems which have resulted in complete service
disruptions or downtime
Critical production issues such as incorrect interest
application in majority of the accounts, frauds done
using the system, inconstant accounting or system
behavior.
Delayed response times
Data / table corruptions
System Performance issues (high utilization levels)
i. To decide on preventive maintenance schedule with the
Bank.
j. Liaise with the L1 support personnel for the call information
and resolution.
k. All other activities as would be required by the Bidder to
manage and maintain the solutions.
l. Application database and middleware support
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
m. Support and maintain all interfaces to the core Banking
and other solutions part of this scope document including
the middleware
n. Modifications to existing scripts, reports, MRT due to errors /
technical faults.
o. Present to Bank management on the critical issues
reported, resolved, solution provided and the suggested
recommendations or leading practices as and when asked
by the Bank or on a monthly basis whichever is earlier.
p. Perform performance tuning of the applications mentioned
in the Scope of Work of this document including database
tuning. The Bank expects the Bidder to provide advice and
points to be considered to the SI for performing any
hardware/OS tuning required as part of the performance
tuning.-Perform the application audit on a half yearly basis.
q. Rectify any corruption in the software.
r. Ensure patch releases are ported to the production
environment within the business disruption or business losses.
s. Perform quarterly BCP/DR drill.
t. Perform application replication across the Data Centre,
Disaster Recovery site and Near Site to ensure zero data
loss.
u. Provide application support from the Bank‘s data centre as
mentioned above for the Data centre, disaster recovery
site and near site,
► The Bidder is expected to act upon the tickets routed
from Level 1. The SI has to proficient and professional
personnel are put to handle the L2 support and
resolutions are provided on a proactive basis
► L2 agents are expected to address issues/queries
related to the business applications (viz. Core and all
third party applications). L2 agents will need to assess
the cause of the issue and accordingly resolve the
same within the timelines mentioned in the SLA. The
agents would also need to track problems from initial
call to restore to service.
v. The Bank reserves the right to increase or decrease the
number of seats at L2 helpdesk depending on its
requirements at the Bank. The Bank also reserves the right to
change the locations of helpdesks at its discretion. The
Bidder is expected to quote a per seat rate, which shall be
used in case the Bank orders for lesser or more number of
seats at the L2 helpdesk. The Bidder should also note that
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RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
the setup at the L2 helpdesk must provide for 1 supervisor
and/or 1 support personnel from the Bank. The Bank
expects the Bidder to provide for L2 support for all activities
and services that are part of scope.
3. Level Three (L3) Support
Critical code level changes or hardware failure related issues.
This support is required for all components that are expected
to be provided by the Bidder as part of this RFP.
The Bidder has to provide the resolution / service as per the
defined service levels. The Bidder has to make sure that the
methodology proposed for addressing and resolving problems
is aligned to the required and defined service levels.
The Bidder needs to ensure that the agents deployed for L1
support are conversant with the local languages of that
particular region.
The Bidder should staff the service desk with persons who are
conversant with the solutions deployed and are capable of
resolving routine problems and queries through the service
desk application or over the phone. The staffing needs of the
service desk will be decided by Bank based on the call /ticket
volumes and patterns.
Brief description of the envisaged activities to be performed
by SI at L3 is enumerated as under. The services specified
herein are not exhaustive and are only indicative.
 Resolve the call within the stipulated timeframe as defined
under the service level agreements
 Communicate the status of the call to the Bank and
accordingly update the status, resolution or workaround
and date of resolution in the appropriate tool.
 Prepare a root cause analysis document for issues referred
to L3 support and provide to the Bank along with the
resolution
 Liaise with the L2 support personnel for the call information
and resolution.
 Provide version upgrades
 All other activities as would be required by the Bidder to
manage and maintain the solutions.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
 Perform Version Migration - The services specified herein are
not exhaustive and only indicative.
Perform version migration as per the version release plan
of OEM and agreed by the Bank. Version upgrades and
migrations should also include porting of existing
customizations.
Provide training to the Bank‘s core functional and
technical team members on the new version
functionalities and technical aspects as and when
version upgrades and migrations are performed.
For any version migration to be performed the Bank and
the Bidder will mutually draw up an implementation plan
and schedule for the same.
6.15.3.40. The bidder should provide the details for Infrastructure
support personnel deployment at DC, DRC site in Appendix 19 Facilities Management Details.
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RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
7 Service Level Agreement (SLA)
7.1 System availability is defined as:
{(Scheduled operation time – system downtime) / (scheduled operation
time)} * 100%
Where:
7.1.1 ―Scheduled operation time‖ means the scheduled operating hours
of the System for the month. All planned downtime on the system
would be deducted from the total operation time for the month to
give the scheduled operation time.
7.1.2 ―System downtime‖ subject to the SLA, means accumulated time
during which the System is not available to the Bank‘s users or
customers due to in-scope system or infrastructure failure, and
measured from the time the Bank and/or its customers log a call
with the Bidder help desk of the failure or the failure is known to the
Bidder from the availability measurement tools to the time when
the System is returned to proper operation. Any denial of service to
the Bank users and Bank customers would also account as ―System
downtime‖
7.1.3 The business hours are 6 AM to 10 PM on any calendar day the
Bank‘s branch is operational. The Bidder however recognizes the
fact that the branches will require to work beyond the business
hours and holidays on need basis.
7.1.4 Critical and Key infrastructure of Data Centre, Disaster Recovery
Centre and Near Line Site will be supported on 24x7 basis.
7.1.5 Downtime shall commence when either the DC or DRC or the NLS
fails.
7.1.6 Uptime will be computed based on availability of the applications
to the Bank‘s users irrespective of availability of servers either
individual servers/clusters. Also, non-compliance with performance
parameters for business, network and environmental infrastructure
and system / service degradation will be considered for downtime
calculation.
7.1.7 Response may be telephonic or onsite. In case the issue cannot be
resolved telephonically, the Bidder will need to provide onsite
assistance within response resolution window.
7.1.8 If any one or more of the components defined in ―Critical‖ at the
Data Centre, Disaster Recovery Facility and Near Line Site are down
resulting in non-availability of Solution, then all the services listed in
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
the ―Critical‖ availability measurements table shall be considered
for calculating the system downtime.
7.1.9 The Data Replication between the DC, DRC and NLS should be
storage to storage based data replication.
7.1.10 Service Levels should be complied with irrespective of the
customizations that the applications would undergo during the
tenor of the Contract.
7.1.11 Typical Resolution time will be applicable if systems are not
available to the Bank‘s users and customers and there is a denial
of service.
7.2 Level Classifications
LEVEL
I. Critical
Type
of Function / Technology
Infrastructure
Criteria
Business
Infrastructure
a.
No user can access the Business and environmental
infrastructure system or;
b. Any problem due to which 100 or more users
cannot access the Business systems. Or a complete
branch cannot access the Business Systems.
c. Failure
of
any
of
the
co-existence
hardware/software component due to which the
solution is not functioning.
a. Enterprise Storage Array and SAN Switches at DC,
DRC and NLS
b. Co-hosting – DC, DR, NLS
c. Servers and Support applications / functions at DC,
DRC and NLS such as:
Critical Business Solutions
1) Core Banking System
2) Trade Finance
3) Enterprise GL
4) Government Business Module
5) Mobile Banking
6) Application integration t solution
7) Co-existence solution
8) Reporting
9) Integration data points & Interfaces
i.
ii.
iii.
Typical Resolution
Time
During
hours minutes
business
Within 30
Non - business hours
- Within 1 hours or
earlier
as
per
business hours if
business hours begin
IT
DR
and
IT
Business
Continuity
Management Automation
Network and Application Security User
control Platform
WAN Optimization between DC and DRC
All the above stated applications and related
infrastructure are considered as critical.
Additionally even the Reporting, Zero data Loss and IT
DR and IT Business Continuity Management Automation
solutions, Network and Application Security User control
Platform would be considered in this category.
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INDIAN OVERSEAS BANK
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
LEVEL
Type
of Function / Technology
Infrastructure
II. Key
Criteria


Business
Infrastructure
III.
Significant
Criteria
Business
Infrastructure
Typical Resolution
Time
Any problem due to which 10 to 99 users cannot
access
the
Business
and
environmental
infrastructure system or;
Any incident which is classified as ―Critical‖ for
which an acceptable (by Bank) workaround has
been provided
User management
Following solutions at DC, DRC and NLS supplied by
the Bidder:
1) Asset Liability Management
2) Funds Transfer Pricing
3) Planning & Budgeting
4) Cost Allocation
5) Visual Analytics Solution
6) Electronics Operations manual and compliance
system
7) Data Archival and Purging Solution
8) Disk to Disk backup solution
9) Data Leakage Prevention
10) Database Activity Monitoring
11) Application Change Control Solution and
Automated Business Application Monitoring
12) Policy Driven End user protection
13) Security Vulnerability Manager
14) Security Incident Event Manager
15) Enterprise Management Solution
16) WAN Optimization between DC and DRC
17) Version Control System
a.
All other residuary business infrastructure
defined in ―Critical‖ and ―Key‖ or;
b.
Any incident which is classified as ―Key‖ for which a
acceptable (by Bank) workaround has been
provided or;
c.
Any problem due to which 1 to 9 users cannot
access the Business infrastructure system or;
a.
Any other infrastructure not covered in ―critical‖
and ―key‖
During
hours minutes
business
Within 60
Non business hours Within 2 hours or
earlier
as
per
business hours if
business hours begin
not
Scheduled
monitoring activities
- As per routine to
be agreed (within
maximum 2 hours)
During
hours hours.
business
Within 4
During Non-business
hours the resolution
should be within 4
hours of the next
working day.
Note: The resolution time is not considered as uptime. The penalties during the
maximum resolution time will be as applicable in the table above and for the
time beyond the ―maximum resolution time‖ the penalty will be twice the
applicable penalty.
7.3
Service Levels
7.3.1 Service Levels will include
Performance parameters.
Availability
measurements
and
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INDIAN OVERSEAS BANK
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
7.3.2 The Bidder shall provide Availability Report on monthly basis and a
review shall be conducted based on this report. A monthly report
shall be provided to the Bank at the end of every month containing
the summary of all incidents reported and associated Bidder
performance measurement for that period.
7.3.3 Performance measurements would be accessed through audits or
reports, as appropriate to be provided by the Bidder e.g. utilization
reports, response time measurements reports, etc. The tools to
perform the audit will need to be provided by the Bidder. Audits will
normally be done on regular basis or as required by Bank and will
be performed by Bank or Bank appointed third party agencies.
7.3.4 ‗Cost Reference‘ that is mentioned is cost for the referenced item
for the complete tenor of the Contract.
7.4
Availability Measurements
Level
Type of
Infrastructure
Measurement
Minimum Cost Reference
Service
Level
Critical
Business
Infrastructure
Systems
Availability
of
Critical 99.99% Software Application,
& Business
Infrastructure
Hardware,
Elements & Systems.
Database,
Co-hosting,
Facility Management,
AMC, ATS,
Helpdesk
Key
Business
Infrastructure
Systems
Availability of Key Business
& Infrastructure Elements &
Systems
99.5%
Software Application,
Hardware,
Database,
Facility Management
AMC, ATS,
Helpdesk
Significant Business
Infrastructure
Systems
Percentage Availability of
& Significant
Business
Infrastructure Elements &
Systems
of
incidents
completed within defined
resolution criteria
99%
Software Applications,
Hardware,
Database,
Facility Management
AMC, ATS,
Helpdesk
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
The mechanism for monitoring the SLA would need to be proposed by
the Bidder and agreed by the Bank.
Bidders are required to note the Performance Measurements with
respect to Backup Success Rate as follows:
Type
of Measurement
Infrastructure
Backup
Success
Rate
Minimum Measurement Cost
Service Tools
Reference
Level
Backup success rate for the
all the solutions proposed as
per the RFP.
99%
Bank
will Hardware
measure this Costs,
through
Facility
periodic
Management
audits based
AMC,
on logs to be
provided by ATS
Bidder
7.5 Performance Measurements
Type
of Measurement
Infrastructure
Minimum Measurement Cost
Service Tools
Reference
Level
Day – end, Time window for batch 98%
month – end, operations for the core
year – end
banking to be 4 hours
excluding back-up time for
day end and 6 hours for
both month end and year
end.
In case the time window for
batch
operations
is
exceeded the additional
time will be considered for
system
downtime
calculation.
Bank
will Software
measure this Applications,
through
Hardware,
periodic
Database,
audits based
Facility
on logs to be
Management,
provided by
AMC,
Bidder
ATS
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Type
of Measurement
Infrastructure
Minimum Measurement Cost
Service Tools
Reference
Level
Day – end, During the batch operations 98%
month – end, the hardware utilization
year – end
(CPU and memory) should
not exceed 90%.
Bank
will Software
measure this Applications,
through
Hardware,
periodic
Database,
audits based
Facility
on logs to be
Management,
provided by
AMC,
Bidder
ATS
Day – end, However
during
these 99.99%
month – end, periods all delivery channels
year – end
and all offices/branches
operations
should
be
available and there should
be
no
performance
degradation at that time.
Bank
will Software
measure this Applications,
through
Hardware,
periodic
Database,
audits based
Facility
on logs to be
Management,
provided by
AMC,
Bidder
ATS
System
Response
Time
End to end response time 99.9%
should be< 1 second (end
user
to
core
banking
application and back).
Bank
will Software
measure this Applications,
through
Hardware,
periodic
Database,
audits based
Facility
on logs to be
Management,
provided by
AMC,
Bidder
ATS
System
Response
Time
Support concurrent
defined in the RFP
users 99%
Bank
will Software
measure this Applications,
through
Hardware,
periodic
Database,
audits based
Facility
on logs to be
Management,
provided by
AMC,
Bidder
ATS
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Type
of Measurement
Infrastructure
Hardware
Utilization
Minimum Measurement Cost
Service Tools
Reference
Level
Hardware average daily 99%
utilization levels should be
less
than
70%.
(CPU,
Memory, Cache, Hard Disk,
NIC cards) excluding EOD /
BOD processing time (Batch
processing)
Bank
will Software
measure this Applications,
through
Hardware,
periodic
Database,
audits based
Facility
on logs to be
Management,
provided by
AMC,
Bidder
ATS
Disaster
Business
Recovery Site resume
Availability
Recovery
minutes of
failing.
operations
to 100%
from
Disaster
Site within 30
the Data Centre
Critical
Applications
Business
The RPO required is 0 min
and RTO required is 30 min.
Bank
will Hardware
measure this Costs,
through
Facility
periodic
Management
audits based
AMC,
on logs to be
provided by ATS
Bidder
All other applications as
part of the Solution can be
designed with the following
parameters
RPO – 45 mins
RTO – 120 mins
Down
time Each planned down - time 98%
for servicing for application, database
and
operating
system
servicing (up gradation,
bug fixing, patch uploads,
regular maintenance etc.)
will not be more than 4
hours. This activity will not be
carried out during business
hours.
Bank
will Software,
measure this Hardware,
through
Facility
periodic
Management,
audits based
on logs to be AMC,
provided
Bidder
by ATS
However, such activities
which require more than 4
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Type
of Measurement
Infrastructure
Minimum Measurement Cost
Service Tools
Reference
Level
hours or required to be
carried out during business
hours will be scheduled in
consultation with the Bank.
In case the downtime
exceeds the planned hours
the additional time taken
for
servicing
will
be
considered for infrastructure
or system downtime as per
availability measurements
table.
Software
Service
Requests
Percentage of Software 98%
Service
Requests
concluded (patches, bug
fixes, errors) within defined
response-resolution window.
Bank
will Facility
measure this Management
through
AMC,
periodic
ATS
audits based
on logs to be
provided by
Bidder
IT Policies & Compliance of the IT 100%
Procedures infrastructure to the Bank‘s
Management Policies & Procedures
Bank
will Facility
measure this Management
through
periodic
audits based
on logs to be
provided by
Bidder
Incident
Percentage
Management escalated
Bank
will Facility
measure this Management
through
periodic
audits based
on logs to be
provided by
Bidder
of
incidents 99.9%
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
7.6 Application Implementation
The Bidder shall provide the following service levels:
Service Level Measurement
Description
Minimum Measurement Cost Reference
Service Tools
Level
Gap/Bugs/D All gaps observed in the 99%
efects
functional
specifications,
resolution
current system study, training,
business process re-engineering,
parameterization, testing and
Launch implementation shall be
resolved within defined and
mutually agreed time frames.
Manually
Software
Tracked
Applications,
during
the
Customization,
testing
Implementation
Gap/Bugs/D The Bidder shall ensure that all 100%
efects
bugs reported by the users /
reporting
testing team will be duly logged
and assigned a unique ID for
reference purposes.
Manually
Customization,
Tracked
Implementation
during
the
testing
Critical
Gaps/Bugs/D
efects/Shows
toppers
Manually
Customization,
Tracked
Implementation
during
the
testing
The Bidder shall ensure that all 100%
bugs reported by the users/
testing team will be resolved
within 1 hour from reporting.
Gap/Bugs/D The Bidder shall ensure that all 99%
efects
bugs reported by the users /
resolution
testing team will be duly
resolved maximum within 3
calendar days or as per the UAT
approach agreed between
Bank and Bidder.
Manually
Implementation,
Tracked
Software
during
the
Applications,
testing
Customization,
Modification
/
Enhancemen
ts resolution
The Bidder shall ensure that all 99%
modifications, enhancements
reported by the bank will be
duly sized, agreed with the
bank and resolved as per the
agreed timeframes
Manually
Implementation,
Tracked
Software
during
the
Applications,
testing
Customization,
Handholding The Bidder shall provide a 99%
minimum full time support staff
at the branch as per the
handholding requirements in
the RFP.
Feedback
Implementation,
from
Handholding
branch/office
Any technical problems or
errors faced by the user will be
resolved by the Bidder within 4
hours of problem identification /
reporting.
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Service Level Measurement
Description
Interface
identification
and
development
7.7
Minimum Measurement Cost Reference
Service Tools
Level
The Bidder will identify and 100%
develop interfaces to the
existing / proposed systems so
as to meet the functional
requirements of the Bank as per
the RFP.
Manually
Tracked
Implementation,
Customization,
Software
Applications
Liquidated Damages for SLA defaults
7.7.1 Availability Service Level Default
Availability Service Level will be measured on a monthly basis.
The Bidder‘s performance to Availability Service Levels will be assessed
against Minimum Service Level requirements for each criteria mentioned
in the Availability measurement table under the section 7.4 under section
7 – Service Level Agreement.
An Availability Service Level Default will occur when:
The Bidder fails to meet Minimum Service Levels, as measured on a
monthly basis, for a particular Service Level.
7.7.2 Availability Service Credit Computation
In the event of an Availability Service Level Default, the Bidder shall pay
the Bank an Availability Service Credit that will be computed in
accordance with the following formula:
Monthly Service Level Default = Minimum Service Level – Monthly Actual
Service Level
Availability Service Credit = Monthly Service level default X (Summation
of Cost References)
In the event that an Availability Service Level Default has occurred for
more than one service level requirement, the sum of the corresponding
Availability Service Credits shall be credited to the Bank.
The Bidder shall review with the Bank, on a monthly basis from the start of
Contract Execution, any entitlement of the Bank to an Availability
Service Credit.
The total amount of Availability Service Credit that the Bidder is
obligated to pay the Bank shall be reflected on the invoice provided to
the Bank in the quarter after the quarter in which the Service Levels were
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INDIAN OVERSEAS BANK
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
assessed. The Bank shall be entitled to deduct the Availability Service
Credit amount from the amounts payable by the Bank to the Bidder as
per the invoice.
Example 1
Assume for a particular service level requirement (eg: Availability of Key
Business Infrastructure Elements), the minimum service level is 99.5%
During a Service Assessment period; the service level achieved is 96.5% :
Software Application
Hardware
Database
Facility Management
Total Cost of Product and Services
~
~
~
~
~
Rs. 5 crores
Rs. 3 crores
Rs. 2 crores
Rs. 15 crores
Rs. 25 crores
The Availability Service Credit due to the Bank would be computed as
follows:
Q1 Minimum Service Level
Monthly Service Level Default
= M1 = 99.5 - 96.5 = 3
Availability Service Credit for M1 = 3% * (5 crores+ 3 crores+ 2 crores+ 15
crores)
= Rs.75,00,000
Bidder has to note that the total cost of products and services is
exclusive of taxes for the purpose of computation of the service level
and service credit.
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
8 Project Timeline
8.1 Hardware Delivery and Implementation at the DC, DRC and
NLS
All IT infrastructures should be delivered within 6 weeks from placing the
order. All the commissioning must complete within 2 months from the
date of acceptance of the purchase order.
8.2 Pilot Implementation:
The Bidder would need to complete the entire pilot implementation
within 8 months from the date of acceptance of PO by the Bidder. The
pilot implementation would include 100 identified branches of the Bank.
a. CBS implementation:
The Bidder would need to complete the implementation of the CBS as
part of the pilot phase covering all functionalities of the bank as per
Annexure 03 – Functional Requirements
b. Branch implementation
The Bidder would need to implement 100 identified branches of the
Bank across India. Bank would be identifying the pilot branches across
branch size, various functionalities offered, various network type,
locations, etc.
8.3 UAT
For the pilot implementation phase to be complete all the testing such
as System Integration testing, regression testing etc should be completed
by the Bidder prior to providing the solution to the Bank for functional
testing. It will be the Bidder‘s responsibility to create the testing
environment for the Bank to do the testing and the Bidder will be
required to assist the Bank in the entire testing phase.
8.4 Interface building:
All interfaces as mentioned should be developed and successfully
implemented as specified in Annexure 05 – Interface Requirements.
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INDIAN OVERSEAS BANK
RFP for Selection of System Integrator and Implementation of Core Banking Solution and Other Applications
RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
8.5
Facilities Management:
The Bank expects the Bidder to provide all the services mentioned in this
document the day the first pilot branch is successfully implemented.
8.6
Helpdesk:
The help desk should be fully functional from the day the first pilot branch
is successfully implemented.
The Bank expects every new branch / office being migrated to the Core
Banking solution or being networked to be able to utilize the services of
the helpdesk.
8.7 Roll Out Plan:
The Bidder needs to roll out the Solution as specified in the RFP floated by
the bank. It is assumed that any new branch opened by the Bank would
be in the new CBS, and would utilize all the delivery channels.
Rollout plan
All timelines are from the first month (M1) which is the date of
acceptance of PO by the bidder. The timelines specified for each
month in the below table are from the start to the end of that month. If
however, this date is later or earlier than what is assumed, then the
timeframes will be adjusted accordingly. The Bidder is expected to factor
in all effort required to adhere to these timelines. The Bank will not
accept any plea by the Bidder at a later date for deviating from these
timelines on the pretext that the same was not explicitly mentioned in
the RFP.
Key Activities
Supply and deliver
the DC, DRC and
NLS hardware &
software
Co-hosting space
at DC,DRC and
M1
M
2
M
3
M
4
M
5
M
6
M
M8
7
M9
M10 M11 M12 M13 M14 M15
M16 M17 M18 M19 M20 M21
To
be
comple
ted by
end of 2
months
from
date of
PO
accept
ance
To
be
comple
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
M
2
Key Activities
M1
NLS setup for IT
infrastructure
ted by
end of 1
month
from
date of
PO
accept-ance
Supply
and
delivery of the
Branch Peripherals
Complete
the
setup and install
the
applications
on the residing
hardware at the
DC, DRC and NLS
for at least the
following
environments.
Training, Test
Development
migration
&
&
M
3
M
4
M
5
M
6
M
M8
7
M9
M10 M11 M12 M13 M14 M15
M16 M17 M18 M19 M20 M21
Within
45 days
from
the
date of
intimati
on from
the
bank or
prior to
15 days
of
planne
d
Branch
Go Live.
within
3
months from
date of PO
acceptan-ce
Complete
the
setup
and
commissioning of
the
hardware
infrastructure
at
the Bank DC
within
3.5
months from
date of PO
acceptance
Complete the go
live of the Mobile
Banking on the
existing
CROWN
within
3
months from
date of PO
accept--
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
M
2
M
3
M
4
M
5
M
6
M
M8
7
Key Activities
M1
CBS solution
ance
Complete the go
live of the Mobile
Banking on the
new CBS solution
Should be implemented the day
the first Pilot branch is deployed in
Production.
Complete
the
Core team training
for
locations,
finalize the BPD/
Parameterization
documentation
with the Bank.
Within 4 months
from date of PO
acceptance
M9
M10 M11 M12 M13 M14 M15
M16 M17 M18 M19 M20 M21
Complete
functional
User
Acceptance
testing of the CBS
and
business
applications.
Customization
should
be
completed prior to
start
of
UAT.
(it is assumed the
Bidder
will
conduct the Unit
testing & SIT prior Within
6 months from
to UAT)
date of PO acceptance
Data
Migration
readiness
branches
(including
two
successful
mock
migrations for pilot
branches)
Within 6 months from the
date of PO acceptance
Commission the DR
and the Near Line
Site.
Should be implemented the day
the first Pilot branch is deployed in
Production.
IT DR & IT Business
Continuity
Management
Automation
Solution
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Key Activities
M1
M
2
M
3
M
4
M
5
M
6
M
M8
7
M9
M10 M11 M12 M13 M14 M15
M16 M17 M18 M19 M20 M21
WAN Optimization
(At least two mock
drills
may
be
conducted prior to
go live to test the
solution)
Pilot phase comprising of 100 pilot
Complete
Pilot branches completion within 8
Branch rollout. The months from the date of PO
first branch should acceptance
be rolled out within
8 months of the
date
of
PO
acceptance.
(100
branches)
pilot
Note: CBS (including Government
Business) and the stated business
applications.
Co-existence
period
Co-existence period from M8 to M21
Implementing
remaining
Branches rollout
300 300 300 300 300 300 300 300 300 300 300 100
Within 8
months
from the
PO
accepta
nce
Conducting
the
Performance
Benchmark
and
sharing the report
with the Bank
Deploying
Trade
Finance and other
Business Solutions
as required at the
branches/offices
Deploying
EOMC
the
100 200 200 100 100 100 100 100 100 100 100 100 100
Electronic
Operations
Manual
&
Compliance
System
(EOMC) has
to go live
within
4months from
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Key Activities
M1
M
2
M
3
M
4
M
5
M
6
M
M8
7
M9
M10 M11 M12 M13 M14 M15
M16 M17 M18 M19 M20 M21
date of PO
acceptance
Deploying
the
ALM/FTP solution
To be implemented within three years from the date of PO acceptance.
Deploying
the
Planning
and
Budgeting solution
To be implemented within three years from the date of PO acceptance.
Deploying Visual
Analytics Solution
To be implemented once 500 branches
have been completed and should be
live in 2 months post 500 branches go
live.
Deploying
the
Data
Archival
solution
with
proposed CBS
The solution should be implemented in the branch
within 1 month from the date the branch is migrated
from the existing CBS system to the proposed CBS
application.
Deploying
the
Data
Archival
solution
with
Bank‘s existing CBS
CROWN solution.
The solution should be implemented to function with
the Bank‘s existing CROWN solution within 3 months
from the date of acceptance of the PO.
Development
Interfaces
of
The interface building should be in line with the functional
requirements of the Bank.
Middleware
solution
Timelines based on requirements mentioned in Annexure 05 –
Interfacing requirements and otherwise agreed upon with the
Bank.
Implementation of
Enterprise General
Ledger
The solution needs to be implemented within two years from
the date of acceptance of the PO.
The
following
solutions should be
successfully
implemented
 Data
Loss
Prevention
(Network
DLP)
solution
 Database Activity
Monitoring solution
 Application
By the completion of the implementation of the 100Pilot
Branches
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Key Activities





M1
M
2
M
3
M
4
M
5
M
6
M
M8
7
M9
M10 M11 M12 M13 M14 M15
M16 M17 M18 M19 M20 M21
Change
Control
solution
Backup Solution –
Disk to Disk
Policy driven end
user protection
Network
&
Application
Security
User
Control platform
Security
Vulnerability
and
incident
event
management
Version control
Commencement
of
Facilities
Management
&
Helpdesk services
When the first Pilot branch goes Live.
Notes:
Rollout of additional new branches shall be implemented Year over
Year as indicated in the Business Projections in Section 4 of the RFP.
The Bank, at its discretion, shall have the right to alter the delivery
schedule and quantities based on the implementation plan. This will
be communicated formally to the Bidder during the implementation, if
a need arises. Thus the Bank, at its discretion, may decide to
accelerate the branch implementation and the Bidder would need to
meet the requirements.
The co-existence period is envisaged between month 8 (M8) and
month 21 (M21). This period begins when the first pilot branch goes live
till the completion of go live of all branches from the existing CBS to
the new CBS application.
Bidders are required to interface the mobile Banking and Data
Archival solution to the Bank‘s existing solutions such as CROWN,
Delivery channels etc.
Bidder is expected to interface with existing systems till the time CBS or
new systems are rolled out. Bidder should scope in changes to
interfaces / interface development to replace data from existing
systems as new systems go live.
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9 Instructions for Response to RFP
9.1 Rules for responding to the RFP
9.1.1 All responses should be in English language.
9.1.2 All responses received after the due date/time would be
considered late and would be rejected.
9.2 Cost of RFP Documents
9.2.1
Bidder has to submit the cost of the RFP documents of
Rs.50,000/- (Rupees fifty thousand only) in the form of Demand
Draft/Bankers Cheque in favor of ―Indian Overseas Bank‖
payable at Chennai, and also to mention ―Remitter Name RFP/ITD/012/2013-14 dated 26/02/2014‖ on the backside of the
Draft.
9.3 Price
9.3.1
9.3.2
9.3.3
9.3.4
9.3.5
9.3.6
9.3.7
The prices that the Bidder will quote as part of the bid will be in
Indian Rupees. Any reference made to variation in pricing due
to appreciation / depreciation of Indian rupees against any
other currency is not acceptable.
The Price quoted by the Bidder should be FLAT RATE [i.e. should
include all costs] in INR.
The price should be uniform for the contract period of 7 years.
The prices quoted by the Bidder shall include all costs such as,
taxes, levies, cess, excise, octroi and custom duties , installation,
commissioning, insurance etc as applicable in India, that need
to be incurred.
The Bidder has to quote the Service Tax and VAT in separate
columns. In case of any variation (upward or down ward) in
Service tax/VAT quoted separately which has been included as
part of the price bid, such variation will be borne by or passed
on to the Bank.
Applicable taxes like TDS, if any will be deducted from the
amount payable to the Bidder.
The base price quoted by the Bidder shall be fixed during the
Bidder‘s performance of the contract i.e. for a period of seven
years and extended if required by the Bank and shall not be
subjected to variation on any account, including changes in
duties, levies, fluctuations in foreign exchange, etc.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
9.3.8
9.3.9
9.3.10
9.3.11
9.3.12
9.3.13
9.3.14
9.3.15
Bid submitted with adjustable price quotation will be treated as
non-responsive and will be rejected.
The validity of the Bid documents shall be for a period of 180
days from the last date of submission of the bid document. The
Bank may seek further extensions of the bid validity, if required.
All responses including commercial and technical bids would
be deemed to be irrevocable offers/proposals from the
Bidders, if accepted by the Bank, may form part of the final
contract between the Bank and the selected Bidder. Bidders
are requested to attach a letter from an authorized signatory
attesting the veracity of information provided in the responses.
Unsigned responses would be treated as incomplete and are
liable to be rejected.
Any technical or commercial bid, submitted cannot be
withdrawn/modified after the last date for submission of the
bids unless specifically permitted in writing by the Bank.
The Bidder may modify or withdraw its offer after submission,
provided that, the Bank, prior to the closing date and time, and
receives a written notice of the modification or withdrawal
prescribed for submission of offers. No offer can be modified or
withdrawn by the Bidder subsequent to the closing date and
time for submission of the offers.
The
Bidders
are
required
to
quote
for
all
the
components/services as mentioned in this document. The
Bidder can add additional line items in the Appendix 15 – (Bill of
materials) for quoting for additional items/components that the
Bidder requires for fulfilling the services and deliverables as part
of the RFP response. If the Bidder has nothing to quote for a
certain item, then the bidder must enter ―Zero‖ (0) against the
respective line item.
It is mandatory to submit the technical details in the formats
given along with this document duly filled in, along with the
offer. The Bank reserves the right not to permit changes in the
technical specifications and not to evaluate the offer in case of
non-submission of the technical details in the required format or
partial submission of technical details.
Based on Bank‘s functional and technical requirements as listed
in this RFP, the Bidder should identify the best-suited Solution
that would meet Bank‘s requirements and provide a complete
quote for the same for the seven year period of the contract. In
case the Bidder quotes for more than one solution (for example
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
9.3.16
9.3.17
9.3.18
9.3.19
9.3.20
9.3.21
one quote for software x and y and another quote for software
x and z) then the response would be considered as improper
and liable to be rejected. The Bidder should not give options to
the Bank to select from his offer. The Bidder is expected to
select the best option and quote for the same in his offer. (For
example the Bidder should not quote for two database servers,
one xyz and other abc, and leaves it to the Bank to choose any
one of them.)
Each offer should specify only a single Solution, which is costeffective and meeting the entire tender requirements of the
RFP. It is the responsibility of the Bidder to decide the best
suitable Solution for the Bank.
The Bidder must furnish requirements strictly as per the formats
provided in the RFP document.
In the event the Bidder has quoted ―Nil‖ or ―0‖ or Blank for any
mandatory or optional line item in the Bidder‘s commercial bid,
with respect to any costs, the same will be deemed to be
provided by the Bidder at no cost to the Bank, and the Bank will
not pay any charges later for such items for the period of the
contract.
The Bank is not responsible for any assumptions or judgments
made by the Bidder for arriving at any type of sizing or costing.
The Bank at all times will benchmark the performance of the
Bidder to the RFP documents circulated to the Bidder and the
expected service levels as mentioned in these documents. In
the event of any deviations from the requirements of these
documents, the Bidder must make good the same at no extra
costs to the Bank within two weeks of detection of the
deviation, in order to achieve the desired service levels as well
as meeting the requirements of these documents. The Bank
shall not be responsible for any assumptions made by the
Bidder.
The Bank ascertains and concludes that everything as
mentioned in the RFP documents circulated to the Bidders and
responded by the Bidders have been quoted for by the
Bidders, and there will be no extra cost associated with the
same other than the cost quoted by the Bidders.
In the event the Bank has not asked for any quotes for
alternative prices, and the Bidder furnishes the alternative price
in the Bidder‘s commercial bid, the higher of the prices will be
taken for calculating and arriving at the Total Cost of
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9.3.22
9.3.23
9.3.24
9.3.25
9.3.26
9.3.27
Ownership. However payment by the Bank will be made at the
lower price. This will be considered only if the Bank desires to
consider that alternative prices.
In the event mandatory or optional prices are not quoted by
the Bidder, for items where such prices are a must and required
to be quoted for, the highest price quoted by any of the
participating Bidders will be taken as the costs, for such items,
for arriving at the Total Cost of Ownership for
defaulting/deviating Bidder. This will be considered only for the
purpose of evaluation.
The bidder would need to provide the costs for the locations in
Appendix 15 - Bill of Material. The cost summary from these will
flow into Appendix 15 - Bill of Material Summary.
All out of pocket expenses, traveling, boarding and lodging
expenses for the entire life of the contract (seven years) should
be a part of the Appendix 15 – (Bill of material) submitted by
the Bidder to the Bank. No extra costs on account of any items
or services or by way of any out of pocket expenses, including
travel, boarding and lodging etc. will be payable by the Bank.
The Bidder cannot take the plea of omitting any charges or
costs and later lodge a claim on the Bank for the same.
The Bidder at no point in time can excuse themselves from any
claims by the Bank whatsoever for the Bidder‘s deviations in
confirming to the terms and conditions, payments schedules,
time frame for implementation etc. as mentioned in the RFP
documents circulated by the Bank. Bidder shall be fully
responsible for deviations to the terms & conditions, project
schedule etc. as proposed in the RFP.
The Appendix 15 –Bill of material) is used for the TCO evaluation
of the Bidders only. The Bank will hold the complete discretion
of procuring and implementing products and services that are
quoted as part of the Appendix 15 –Bill of material by the
Bidders. The Bank will only pay for items procured and used by
the Bank. The Bank will not pay or is not bound to pay for items
not procured or used by the Bank. The Bidder cannot compel
the Bank to procure or pay for items not desired by the Bank.
The Bank would like to expressly state that any assumptions,
terms, conditions, deviations etc which the Bidder includes in
any part of the Bidders response to this RFP, will not be taken
into account either for the purpose of evaluation or at a later
stage, unless such assumptions, terms, conditions, deviations,
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9.3.28
9.3.29
other documents etc have been accepted by the Bank and
communicated to the Bidder in writing. The Bidder at a later
date cannot make any plea of having specified any
assumptions, terms, conditions, deviations, other documents
etc in the Bidder‘s response to this RFP.
The rates for additional items would only be applicable in the
event the Bank is procuring additional items. The rates of all
additional items would be valid for the period of the contract.
The prices of all additional items (such as additional man-day
customization effort) would be added to the Year 1 cost for the
purpose of computing the TCO.
The Bidder, from time to time during the period of the contract,
should provide price benefits to Bank, in the event that the
prices of any proposed items have reduced. Such price
benefits would be discussed mutually by the Bank and the
Bidder. In the event the Bidder does not offer the price benefit
to the Bank, Bank will have the right to independently procure
the same from the market and the Bidder will have no
objection to the same.
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9.4
All responses including commercial and technical bids would be
deemed to be irrevocable offers/proposals from the shortlisted Bidders
and shall, if accepted by Bank, form part of the final contract between
Bank and the selected Bidder.
9.5 Price Bids
9.5.1
9.5.2
9.5.3
9.5.4
9.5.5
The bidder would need to provide the price for the domestic
locations in Appendix 15 - Bill of Material. The cost summary from
these will flow into Appendix 15 - Bill of Material Summary. The
Bidder is responsible for all the arithmetic computation & price
flows. Bank is not responsible for any errors in computation
carried out by the bidder.
All prices are quoted as unit rates as part of Appendix 15 – (Bill of
material). In case of any upward/downward movement in any
number of units mentioned by the Bank in Appendix 15 – (Bill of
material)in regards to actual business requirements, the same
unit prices will be applicable for any additional/reduced unit
availed. The Bidder needs to ensure that the Solution sizing is
done as per the scope articulated in the RFP and the
responsibility of the entire sizing rests with the Bidder for the
tenure of the contract.
The prices quoted will also include transportation to respective
sites, and insurance (as applicable) till completion of the Project.
The price payable to the Bidder shall be inclusive of carrying out
any modifications/changes to the application suite or other
application software or equipment that is required to be made
in order to comply with any statutory or regulatory requirements,
and the Bank shall not pay any additional cost for the same.
Bidder needs to provide the details about all such items
considered in the RFP.
In case of any variation (upward or downward) in service
tax/VAT quoted separately, such variation will be borne by or
passed on to the bank. Variation would also include introduction
of any new tax/cess.
All taxes should be quoted at the prevailing rates at the time of
bid submission. Any variations in the taxes quoted by the Bidder
which are not in line with the applicable rates prevailing for such
equipment/services may entail rejection of the Bidders proposal.
The tax rates should not be masked in the masked bill of
materials submitted to the Bank as part of the Technical
proposal. In the event of a difference between the rate quoted
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in the technical (masked) and commercial (unmasked) bill of
materials, the applicable tax rates will prevail.
9.5.6 If the Bidder makes any conditional or vague offers, without
conforming to these guidelines, the Bank will treat the prices
quoted as in conformity with these guidelines and proceed
accordingly. Local entry taxes or octroi whichever is applicable,
if any, will be paid by Bank at actual on production of receipts.
9.5.7 If there is any delay in delivery of the hardware or software or
services ordered on account of the Bidder, then any increase in
tax rate has to be borne by the Bidder. However if any decrease
in the tax rates, then the taxes at actual will be paid.
9.5.8 If any Tax authorities of any state, including, Local authorities like
Corporation, Municipality, Mandal Panchayat, etc. or any
Central Government authority or Statutory or autonomous or
such other authority imposes any tax, penalty or levy or any
cess/charge other than entry tax or octroi and if the Bank has to
pay the same for any of the items or supplies made in terms
hereof by the Bidder, for any reason including the delay or failure
or inability of the Bidder to make payment for the same, Bank
has to be reimbursed such amounts paid, on being intimated to
the Bidder along with the documentary evidence. If the Bidder
fails to reimburse the amount within a fortnight, the Bank shall
adjust the amount out of the payments due to the Bidder from
the Bank along with the interest calculated at prevailing annual
rates.
9.5.9 Terms of payment indicated in the Contract that will be issued
by the Bank to the selected Bidder will be final and binding on
the Bidder and no interest will be payable by the Bank on
outstanding amounts under any circumstances. If there are any
clauses in the Invoice contrary to the terms of the Contract, the
Bidder should give a declaration on the face of the Invoice or by
a separate letter explicitly stating as follows ―Clauses, if any
contained in the Invoice which are contrary to the terms
contained in the Contract will not hold good against the Bank
and that the Invoice would be governed by the terms contained
in the Contract concluded between Bank and the Bidder‖.
Bidder should ensure that the project timeline should not suffer
for this reason.
9.5.10 The Bidders should note that the contract entered with the
successful Bidder will be for a period of, extendable at Bank‘s
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discretion. However, Bank will have the right, in its sole discretion
to renegotiate the prices/terms and conditions at the end of the
contract period.
9.5.11 In case of any deviation between the unit price and the total,
the unit price would be considered for commercial evaluation as
the price quoted and product of the unit price and quantity
would be taken for arriving at the line item cost.
9.5.12 Bank may, at its discretion, procure the Hardware, software or
any other solution / services mentioned in the bill of material &
quoted by the bidder, from the successful bidder or directly from
any other vendor.
9.6 Price Comparisons
9.6.1
9.6.2
9.6.3
9.6.4
9.6.5
9.6.6
Bank will consider the Total Cost of Ownership (TCO) over a 7year period based on the present value (PV) discounted at 12%
rate. Present Value (PV) = Future Value (FV) *(1/1+r)^n Where r
= 0.12 (equivalent of 12% for using in the formulae)
n = Year of
consideration.
The TCO calculation will be exclusive of local entry tax, octroi,
VAT and Service Tax as applicable in India.
Comprehensive facilities management charges must be quoted,
on yearly basis, after taking due consideration for the warranty
period and providing the appropriate and adequate benefit to
Bank.
While Bank will at its discretion summarily reject the equipments
of a lower configuration than those mentioned in the Annexure
04– Minimum Technical Specifications, Bank reserves the right to
accept equipments of higher configuration after a price
evaluation of such higher configuration to ensure that there is no
adverse price impact and any advantage of a lower price in
such cases is passed on to the Bank. The Bidder is not entitled to
a longer period for delivery on the pretext of seeking approval
from the Bank for a higher configuration or enhancement;
The hardware supplied shall be fully insured against loss or
damage
incidental
to
manufacture
or
acquisition,
transportation, storage and delivery, up to & inclusive of the time
till installation at the bidders cost.
The insurance shall be for an amount equal to 110% of the total
value of equipments on "all risks" basis. This should be valid till the
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Bank accepts the equipment. This will be applicable for the
period of the contract;
The Price offer shall be on a fixed price basis. Bid submitted with
an adjustable price quotation will be treated as non-responsive
and may be rejected at the discretion of the Bank. The rate
quoted by the Bidder should necessarily include the following:
9.6.7
i.
Cost of the equipment;
ii.
Minimum of three years comprehensive Product warranty for
Hardware covering all parts, service visits to the concerned
Branches/Offices etc. and three years on-site service warranty
and there after the annual maintenance charge (AMC) for
four years.
iii.
Minimum of one year of comprehensive Product warranty for
Software covering all services and there after the annual
technical support (ATS) for six years.
iv.
The Facilities Management should include all costs that the
original manufacturer would charge the Bidder;
v.
Transportation, forwarding and freight charges of all
equipment to the site should be factored as part of the
service cost.
vi.
The Bidder is expected to provide for services which are
required to be extended by the Bidder in accordance with
the terms and conditions of the contract;
vii.
The Bidder must provide and quote for all products and
services as desired by the Bank as mentioned in this RFP. Any
products / services not proposed to be provided by the Bidder
will result in the proposal being incomplete, which may lead
to disqualification of the Bidder;
viii.
End of Life/End of Sales/End of support: At the time of delivery,
no equipment, hardware or software proposed by the Bidder
should not have been announced by the OEM towards End of
Sale/End of Life/End of Support. Also in the event if any
equipment, hardware or software supplied by the Bidder
reaches End of Support, within the period of contract, the
Bidder has to replace the equipment at no additional cost to
the Bank.
9.7 Bid Security and Performance Guarantee
9.7.1
Cost of Bid document and Earnest Money Deposit (EMD)
i. The bid should also be accompanied by Earnest Money
Deposit (refundable) and cost of bid document (nonrefundable) by way of a Demand Draft for the specified
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amount in favour of ―Indian Overseas Bank‖ payable in
Chennai. This earnest money will be refunded to all the
unsuccessful bidders on determination of the final bidder and
to the successful bidder on receipt of the Bank guarantee (for
performance) as per the RFP. Bids received without the
Demand Drafts/EMDs mentioned above will be rejected.
ii. Bidders are required to submit an Earnest money deposit for
Rupees Five Crores only (INR 5,00,00,000/-) by way of Demand
Draft/Pay Order/Bank Guarantee in lieu of EMD (Appendix 14 –
BG Format) drawn on Chennai, payable to ―Indian Overseas
Bank‖ payable at Chennai, and also to mention ―Remitter
Name -RFP/ITD/012/2013-14 dated 26/02/2014 on the backside
of the Draft‖ as per the submission guideline stated in the RFP.
The Demand Draft/Pay Order/Bank Guarantee should be of a
Scheduled Commercial Bank only and will be accepted
subject to the discretion of Indian Overseas Bank. The original
bank guarantee should be directly sent by the issuing bank to
Indian Overseas Bank.
iii. Offers submitted without the Earnest Money Deposit will be
rejected.
iv. The amount of Earnest Money Deposit would be forfeited in the
following scenarios:
In case the Bidder withdraws the bid prior to validity period
of the bid for any reason whatsoever;
In case the successful Bidder fails to accept and sign the
contract as specified in this document for any reason
whatsoever; or
In case the successful Bidder fails to provide the
performance guarantee (as per Format provided in
Appendix – 21) of 10% of contract value within 21 days from
the date of acceptance of the purchase order by the
bidder , for any reason whatsoever.
v. The bid security (EMD) will be returned to the unsuccessful
Bidders only after receiving acceptance of the ―Letter of
Appointment‖ by the successful Bidder.
9.7.2
Performance Guarantee
i. The successful Bidder shall provide an unconditional and
irrevocable performance bank guarantee for the period of the
contract plus three months claim period in the form and
manner (Appendix – 21) provided by Bank, equivalent to 10%
of the total contract value of the contract awarded to the
selected Bidder.
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ii. In the event of non-performance of obligation or failure to
meet terms of this RFP Bank shall be entitled to invoke the
performance guarantee without notice or right of demur to the
Bidder. The guarantee should be of that of a Scheduled
Commercial Bank only.
iii. The project will be deemed complete only when all the
solutions and items contracted for by Bank are delivered in
good condition, installed, commissioned, implemented, tested
and accepted along with the associated certification,
documentation and training provided to Bank‘s employees in
compliance with the terms of this RFP and as per the
requirements of the contract executed between Bank and the
Bidder and the acceptance criteria defined in this document is
met.
iv. If the performance guarantee is not submitted, Bank reserves
the right to cancel the contract.
v. The bid security(EMD) would be returned to the successful
Bidder after the submission of the Performance Guarantee (as
per format prescribed in Appendix – 21)
9.7.3 Bidder’s inquiries on RFP and Bank’s response
All enquiries from the bidders, related to this RFP must be directed in
writing and sent to the address mentioned in the RFP, as per the
date stipulated. Any clarifications/ query received thereafter shall
not be considered and will be ignored. The preferred mode of
delivering written questions, to the aforementioned contact person
would be through the email followed by letter in writing. In no
event, Bank will be responsible in ensuring receipt of inquiries.
Bank makes no commitment on its part to accept all the
queries/suggestions/requests submitted by the Bidders. Bank on
reviewing the inquiries received from the bidders whenever
needed, will carry out necessary amendment to its RFP clauses, if
any, and the same will be posted in the Bank‘s website and no
separate communication will be sent to the individual bidders.
9.7.4
Bidder’s responsibility vis-à-vis third party products/equipments
/software
If the proposal includes equipment or software marked and/or
supported by other companies/individuals, the bidder, as the prime
contractor for the delivery, installation and maintenance of the
entire system, must declare that they possess the requisite
permission/license for the equipment/software.
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9.7.5 Ownership
The RFP and all supporting documentation/templates are the sole
property of the Bank and violation of this will be breach of trust and
the Bank would be free to initiate any action deemed appropriate.
The proposal and all supporting documentation submitted by the
Bidders shall become property of the Bank.
9.7.6 Furnishing of Information
The Bidder is expected to examine all instructions, forms, terms and
specifications in these documents. Failure to furnish all information
required by the documents or to submit a bid not substantially
response to the documents in every respect will be at the Bidder‘s
risk and may result in the rejection of its bid.
9.7.7 Format and signing of Bids
The original technical and commercial bids shall be typed and shall
be signed by the Bidder or a person or persons duly authorized to
bind the Bidder to the contract. The person or persons signing the
bid shall initial all pages of the offer.
9.7.8 Amendments to RFP terms and conditions
Bank reserves its right to issue any amendments to the terms and
conditions, technical specification of the RFP at any time prior to
the deadline for opening of the technical bids. Such amendments
to RFP shall be webcasted through Bank‘s official website.
9.7.9 Clarification
During evaluation of the technical bids, the bank may, at its
discretion, ask the Bidder for any clarification on its bid. The request
for clarification and the response shall be in writing/email, and no
change in the prices shall be sought, offered, or permitted after
submission of the Bid.
9.7.10 Bank’s right to accept or reject any or all bids
Notwithstanding anything contained in any of the clauses, Bank
hereby reserves its right to accept or reject any or all the bids and
to annul the bidding process at any time prior to contract award,
without thereby incurring any liability to the affected Bidder or
bidders or any obligation to inform the affected Bidder or bidders
on the grounds of the Bank‘s action.
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9.7.11 Acceptance of Contract
Within 7 days (inclusive of holidays) of receipt of purchase order,
the successful bidder shall sign, affix official stamp and date the
duplicate copy/photo copy of the purchase order and return it to
the Bank as a token of having accepted the terms and conditions
of the purchase order.
9.7.12 Formation of Contract
The notification of award in the form of a purchase order or letter
and acceptance thereof by the Bidder will constitute the formation
of the contract.
9.7.13 Use of contract documents and information
The successful bidder shall not, without the Bank‘s prior written
consent, disclose specification, plan, drawing, patter, sample, or
information furnished by or on behalf of the Bank in connection
therewith, to any person other than a person employed by the
supplier in the performance of the contract. Disclosure to any such
employed person shall be made in confidence and shall extend
only so far, as may be necessary for purposes of such performance.
9.7.14 Right to hold payments
The Bank shall have the right to withhold any payment due to the
Successful Bidder, in case of delays or defaults on the part of the
successful bidder. Such withholding or payment shall not account
to a default on the part of the Bank.
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9.7.15 Compliance to Labour Act
As per Minimum Wages Act in force of all Government bodies
(Central/State/Local), it is imperative that all the employees
engaged by the bidder are being paid wages/salary as stipulated
by Government in the Act. Towards this, successful bidder shall
submit a confirmation as per format provided in Appendix-20 of the
RFP.
9.7.16 Non – Disclosure Agreement (NDA)
The successful Bidder should submit signed Non Disclosure
Agreement (NDA) in non-judicial stamp paper in the format given
in Appendix-22 along with acceptance to the Purchase Order
9.8 Others
9.8.1
9.8.2
9.8.3
9.8.4
Responses to this RFP by the Bidders shall not constitute an
obligation on the part of the Bank to award a contract for any
services or combination of services. Failure of the Bank to select
a Bidder shall not result in any claim whatsoever against the
Bank and the Bank reserves the right to reject any or all bids in
part or in full, without assigning any reason whatsoever.
By submitting a proposal, the Bidder agrees to promptly contract
with Bank for any work awarded to the Bidder, if any. Failure on
the part of the selected Bidder to execute a valid contract with
Bank within 21 days herein will relieve Bank of any obligation to
the Bidder, and a different Bidder may be selected based on the
selection process of Bank.
The terms and conditions as specified in the RFP, addenda and
corrigenda issued by the Bank thereafter are final and binding
on the Bidders. In the event the Bidder is not willing to accept
the terms and conditions of Bank, the Bidder may, in sole
discretion of Bank, be disqualified.
The Bidder must strictly adhere to the delivery dates or lead times
identified in their proposal including the project timeline. Failure
to meet these delivery dates, unless it is due to reasons entirely
attributable to the Bank, may constitute a material breach of the
selected Bidder‘s performance. In the event that the Bank is
forced to cancel an awarded contract (related to this RFP) due
to the Bidder‘s inability to meet the established delivery dates
that Bidder will be responsible for any re-procurement costs
suffered by the Bank. The liability of re-procurement costs in such
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9.8.5
9.8.6
an event could be limited to the amount actually spent by Bank
for procuring similar deliverables and services. The reprocurement cost would be established post a reasonable due –
diligence of the re-procurement cost to be incurred.
By submitting the bid, the Bidder represents and acknowledges
to the Bank that it possesses necessary experience, expertise
and ability to undertake and fulfill its obligations, under all phases
involved in the performance of the provisions of this RFP. The
Bidder represents that all software and hardware to be supplied
in response to this RFP shall meet the proposed Solution
requirements of the Bank. The Bidder shall be required to
independently arrive at a Solution, which is suitable for the Bank,
after taking into consideration the effort estimated for
implementation of the same. If any services, functions or
responsibilities not specifically described in this RFP are an
inherent, necessary or customary part of the deliverables or
services and are required for proper performance or provision of
the deliverables or services in accordance with this RFP, they
shall be deemed to be included within the scope of the
deliverables or services, as if such services, functions or
responsibilities were specifically required and described in this
RFP and shall be provided by the Bidder at no additional cost to
Bank. The Bidder also acknowledges that Bank relies on this
statement of fact, therefore neither accepting responsibility for,
nor relieving the Bidder of responsibility for the performance of all
provisions and terms and conditions of this RFP, Bank expects the
Bidder to fulfill all the terms and conditions of this RFP. The
modifications, which are accepted by the Bank in writing, shall
form a part of the final contract.
The Bidder shall represent that the proposed software solution
and its documentation and/or use of the same by Bank shall not
violate or infringe the rights of any third party or the laws or
regulations under any governmental or judicial authority. The
Bidder further represents that the documentation to be provided
to Bank shall contain a complete and accurate description of
the software, hardware and other materials and services (as
applicable), and shall be prepared and maintained in
accordance with the highest Industry standards. The Bidder
represents and agrees to obtain and maintain validity
throughout the Project, of all appropriate registrations
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9.8.7
9.8.8
permissions and approvals, which are statutorily required to be
obtained by the Bidder for performance of the obligations of the
Bidder. The Bidder further agrees to inform and assist the Bank for
procuring any registrations, permissions or approvals, which may
at any time during the contract period be statutorily required to
be obtained by the Bank for availing services from the Bidder.
All terms and conditions, payments schedules, time frame for
implementation, expected service levels as per this RFP will
remain unchanged unless explicitly communicated by Bank in
writing to the Bidders. The Bidder shall at no point be entitled to
excuse themselves from any claims by Bank whatsoever for their
deviations in conforming to the terms and conditions, payments
schedules, expected service
levels, time frame
for
implementation etc. as mentioned in this RFP.
The Bidder covenants and represents to Bank, the following:
i. It is duly incorporated, validly existing and in good standing
under as per the laws of the jurisdiction of its incorporation.
ii. It has the corporate power and authority to perform its
obligations hereunder and to execute appropriate contracts in
terms of this RFP. The performance of terms and conditions
under the RFP by it and the performance of its obligations
hereunder are duly authorized and approved by all necessary
action.
iii. The execution, delivery and performance under an Agreement
by such Party:
Will not violate or contravene any provision of its documents
of incorporation.
Will not violate or contravene any law, statute, rule,
regulation, licensing requirement, order, writ, injunction or
decree of any court, governmental instrumentality or other
regulatory, governmental or public body, agency or
authority by which it is bound or by which any of its
properties or assets are bound.
iv. Except to the extent that the same have been duly and
properly completed or obtained, will not require any filing with,
or permit, consent or approval of or license from, or the giving
of any notice to, any court, governmental instrumentality or
other regulatory, governmental or public body, agency or
authority, joint venture party, or any other entity or person
whatsoever.
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v. To the best of its knowledge, after reasonable investigation, no
representation or warranty by such party in this tender and
subsequent agreement, and no document furnished or to be
furnished to the other party to this tender and subsequent
agreement, or in connection herewith or with the transactions
contemplated hereby, contains or will contain any untrue or
misleading statement or omits or will omit any fact necessary to
make the statements contained herein or therein, in light of the
circumstances under which made, not misleading. There have
been no events or transactions, or facts or information which
has come to, or upon reasonable diligence, should have come
to the attention of such party and which have not been
disclosed herein or in a schedule hereto, having a direct
impact on the transactions contemplated hereunder.
vi. The Bidder shall undertake to provide appropriate human as
well as other resources required, to execute the various tasks
assigned as part of the project, from time to time. The Bank has
the right to interview any and all of the resources deputed by
the Bidder and only upon satisfaction will allow the resource to
work on the project.
vii. All RFP response documents would become the property of the
Bank and the Bank also would not return the bid documents to
the Bidders.
viii. Bank would not assume any expenses incurred by the Bidder
in preparation of the response to this RFP
ix. Bank will not bear any costs incurred by the Bidder for any
discussion, presentation, demonstrations etc. on proposals or
proposed contract or for any work performed in connection
therewith.
9.8.9
9.9
Bank reserves the right to reject a proposal for award if it
determines that the Bidder recommended for award has
engaged in corrupt or fraudulent practices in competing for the
contract in question.
Other RFP Requirements
9.9.1
9.9.2
9.9.3
Bank reserves the right to change/add any terms and conditions
of the RFP by issuing addenda/corrigenda and putting it on
Bank‘s website.
Bank reserves the right to extend the dates for submission of any
and all responses to this document.
Bidders shall have the opportunity to get their doubts clarified
pertaining to the RFP in order to clarify any issues they may have,
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9.9.4
9.9.5
9.9.6
9.9.7
prior to finalizing their responses. All questions are to be
submitted to the contact officer, not later than the query
submission date noted in RFP and as indicated by Bank from
time to time. Responses to inquiries and any other corrections
and amendments will be distributed to all Bidders by fax or in
electronic mail format.
Product Benchmark Certificate – The Bidder is expected to
submit a copy of the certified benchmark results for the purpose
of this project along with the technical bid, incorporating the
proposed technology architecture and estimated capacity of
the core banking solution offered in meeting the Bank‘s
requirements with consideration for future scalability. Post the
completion of the evaluation process, the selected bidder will
be required to carry out a Solution Benchmark as per the
requirements of the RFP.
Secured product report – The Bidder is expected to submit a
copy of the certified security code assessment of the proposed
application & database for the purpose of this project, in
meeting the Bank‘s security requirements. The Bidder should
provide the report stating the proposed solution is secured. This
would include denying access to unauthorized users, denying
access to functions that have not been given access to etc. This
assessment should have been done by an independent and
reputed agency. In case the proposed application is
undergoing a security code assessment, the Bidder should
submit a letter stating the name of the agency responsible for
the assessment.
Preliminary Scrutiny – Bank will scrutinize the offers to determine
whether they are complete, whether any errors have been
made in the offer, whether required technical documentation
has been furnished, whether the documents have been properly
signed, and whether items are quoted as per the schedule. Bank
may, at its discretion, waive any minor non- conformity or any
minor deficiency in an offer. This shall be binding on all Bidders
and Bank reserves the right for such waivers and Bank‘s decision
in the matter will be final.
Clarification of Offers – To assist in the scrutiny, evaluation and
comparison of offers, Bank may, at its discretion, ask some or all
Bidders for clarification of their offer. Bank has the right to
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disqualify the Bidder whose clarification is found not suitable to
the project requirements.
9.9.8 No Commitment to Accept Lowest bid or Any Tender – Bank
shall be under no obligation to accept the lowest price bid or
any other offer received in response to this RFP. Bank will not be
obliged to meet and have discussions with any Bidder, and / or
to listen to any representations in respect of the rejection.
9.9.9 Erasures or Alterations – The offers containing erasures or
alterations will not be considered. There should be no handwritten material, corrections or alterations in the offer. Technical
details must be completely filled up. Correct technical
information of the product being offered must be filled in. Filling
up of the information using terms such as ―OK‖, ―accepted‖,
―noted‖, ―as given in brochure / manual‖ is not acceptable.
Bank may treat the offers not adhering to these guidelines as
unacceptable. The proposals should be in the template that is
recommended and provided in this RFP.
9.9.10 Price Negotiation – It is absolutely essential for the Bidders to
quote the lowest price at the time of making the offer in their
own interest. Bank reserves the right to do price discovery and
engage the successful Bidder in discussions on the prices
quoted. Bank also reserves the right to enter into price
discussions with the OEMs of applications and other
components, consortium partners of the Bidder. Bank will
negotiate with Bidder only has been identified as L1 based on
the Commercial Evaluation process.
9.9.11 Bidder presentation – Bidders are requested to be prepared to
demonstrate the proposed solution, make presentations and
arrange for site visits, as part of the final evaluation in
accordance with the responses given for the identified
requirements, any time after the last date for submissions of bids.
Bank will communicate a date and time to all qualified Bidders
any time after the last date for submission of bids. The costs of
arranging these site visits (boarding and lodging) for the team of
Bank personnel and representatives, will be borne by the Bank.
9.9.12 Right to Alter Quantities – Bank reserves the right to alter the
requirements specified in the tender. Bank also reserves the right
to delete one or more items from the list of items specified in the
tender. Bank will inform all Bidders about changes, if any. The
Bidder agrees that Bank has no limit on the additions or deletions
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9.9.13
9.9.14
9.9.15
9.9.16
on the items for the period of the contract. Further the Bidder
agrees that the prices quoted by the Bidder would be
proportionately adjusted with such additions or deletions in
quantities. The Bank will have the right to increase or decrease
any quantities in the bid and the unit/pro-rata rates would be
applicable for such alterations in quantities till the period of the
contract.
Since some of the payment terms warrant monthly payouts from
Bank vis-à-vis quarterly SLA monitoring, it is to be noted that any
such monthly payments will be released and penalties if any, as
defined by SLAs, shall be adjusted in the payment for the last
month of the quarter. Balance penalties, if any shall be levied in
the payment for the subsequent months.
The Bidder shall perform its obligations under this tender as an
independent contractor, and may engage subcontractors to
perform any of the deliverables or services. Neither this tender
nor the Bidder‘s performance of obligations under this tender
shall create an association, partnership, joint venture, or
relationship of principal and agent, master and servant, or
employer and employee, between Bank and the Bidder or its
employees, subcontractor; and the Bidder shall not have the
right, power or authority (whether expressed or implied) to enter
into or assume any duty or obligation on behalf of Bank. Bank will
only approve any change in sub contractors or partners in the
consortium proposed by the Bidder during the contract period of
the project.
Details of Sub-contracts, as applicable: If required by Bank,
Bidders should provide complete details of any subcontractor/s
used for the purpose of this engagement. It is clarified that
notwithstanding the use of sub contractors by the Bidder, the
Bidder shall be solely responsible for performance of all
obligations under the RFP irrespective of the failure or inability of
the subcontractor chosen by the Bidder to perform its
obligations. The Bidder shall also have the responsibility for
payment of all dues and contributions, as applicable, towards
statutory benefits for its employees and sub-contractors.
Bidder shall inform their readiness for the pre-delivery inspection
at least 15 days in advance. Inspection of the centralized
application and data base servers, etc will be carried out at the
Data Centre/NLS/DRC. All reasonable facilities, tools and
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assistance including access to drawings and production data
should be provided to Bank‘s officials and the representatives
during inspection. There shall not be any additional charges for
such inspection. However, Bank will have the discretion to
recover the costs related to travel and stay of its staff /
representatives if the equipment offered for inspection is not as
per Bank‘s requirement or the test conditions are not complied
with. It is expected that the equipment should be ready for
inspection within 6 weeks from the date of awarding the
contract by Bank. If the Bidder fails to intimate the date of
inspection within 30 days of date of awarding the contract by
Bank, it will be treated as a breach of contract and Bank
reserves the right to levy penalty, as specified Liquidated
Damages in Section 12 - Terms and Conditions.
9.9.17 No site will be accepted as complete if any part of DC-NLS-DR
hardware and software is not delivered, and if delivered not
installed, commissioned and operationalized. In such an event,
the supply and installation will be termed incomplete and will not
be accepted and warranty period will not commence besides
Bank's right to invoke the penalties which will be prescribed in
the contract. Every site will be accepted after complete
commissioning of equipment, applications, services, etc.
9.9.18 There will be an acceptance test by Bank or its nominated
representatives after installation of the systems. In case of
discrepancy in hardware/software supplied, Bank reserves the
right to cancel the entire contract and the Bidder should take
back their equipment at its costs and risks. The test will be
arranged by the Bidder at the sites in the presence of the
officials of Bank and / or its representatives. The warranty for the
equipments (including software and hardware provided by the
Bidder pursuant to this RFP and subsequent contract) will
commence after acceptance testing. The tests will involve
trouble-free operation of the complete system during UAT apart
from physical verification and testing. There shall not be any
additional charges for carrying out this acceptance test. Bank
will take over the system on successful completion of the above
acceptance test. The installation cum acceptance test & check
certificates jointly signed by Bidder's representative and Bank's
official or any consultant / auditor appointed by Bank should be
received at IT department of Bank, along with invoice etc. for
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scrutiny before taking up the request for consideration of
payment.
9.9.19 The Central office of Bank is floating this Tender. The Bidder
would be entering into contract with Bank. However, the
selected Bidder shall install and commission the equipment, in
terms of this RFP, at locations designated by Bank or at such
Centers as Bank may deem fit and the changes, if any, in the
locations will be intimated to the Bidder.
9.9.20 The Bidder is responsible for managing the activities of its
personnel or the personnel of its subcontractors/franchisees, if
any, and will be accountable for both. The Bidder shall be
vicariously liable for any acts, deeds or things done by their
employees, agents, contractors, subcontractors, and their
employees and agents, etc. which is outside the scope of power
vested or instructions issued by Bank. Bidder shall be the principal
employer of the employees, agents, contractors, subcontractors
etc. engaged by Bidder and shall be vicariously liable for all the
acts, deeds or things, whether the same is within the scope of
power or outside the scope of power, vested under the Contract
to be issued for this RFP. No right of any employment shall accrue
or arise, by virtue of engagement of employees, agents,
contractors, subcontractors etc. by the Bidder, for any
assignment under the contract to be issued for this RFP. All
remuneration, claims, wages, dues etc. of such employees,
agents, contractors, subcontractors etc. of the Bidder shall be
paid by Bidder alone and Bank shall not have any direct or
indirect liability or obligation, to pay any charges, claims or
wages of any of Bidder‘s employee, agents, contractors, and
subcontractors, etc. The Bidder shall hold Bank, its successors,
assignees and administrators and its directors and officials, fully
indemnified and harmless against loss or liability, claims, actions
or proceedings, if any, that may arise from whatsoever nature
caused to Bank through the action of Bidders‘ employees,
agents, contractors, subcontractors etc. However, the Bidder
would be given an opportunity to be heard by Bank prior to
making of a decision in respect of such loss or damage.
9.9.21 Bank shall inform the Bidder of all known breaches and claims of
indemnification and the Bidders shall be required to at the
Bidder‘s expense to remedy the breaches, defend, manage,
negotiate or settle such claims. The written demand by Bank as
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9.9.22
9.9.23
9.9.24
9.9.25
to the loss / damages mentioned above shall be final,
conclusive and binding on the Bidder and Bidder shall be liable
to pay on demand the actual amount of such loss / damages
caused to Bank including but not limited and all costs and
expenses, including, without limitation, reasonable attorneys‘
fees and court costs. In respect of demands levied by Bank on
the Bidder towards breaches, claims, etc. Bank shall provide the
Bidder with details of such demand levied by Bank. For the
purposes of this section, the indemnity may be restricted to the
areas mentioned, i.e., ―claims arising out of employment, nonpayment of remuneration and non-provision of statutory benefits
by the Bidder to its employees, its agents, contractors and sub
contractors.‖ However, there are other indemnities such as
indemnity for IPR violation, confidentiality breach, etc, that the
Bidder is expected to provide as per the RFP. Indemnity would
be limited to court or arbitration awarded damages and all
costs and expenses, including, without limitation, reasonable
attorneys‘ fees and court costs pertaining thereto and shall
exclude indirect, consequential and incidental damages.
The Bidder‘s representative will be the contact point for Bank.
The delivery, installation, configuration status of the project
should be reported on a weekly basis.
Bidder should ensure that the hardware delivered to Bank
including all components and attachments are brand new. In
case of software supplied with the system, the Bidder should
ensure that the same is licensed and legally obtained with valid
documentation made available to Bank.
The Bidder shall procure all user specific software licenses for
Bank, its offices and its branches based on number of CPUs at
the Data Centre and Disaster Recovery Centre and users at
Bank branches and offices as the case may be. Bidder shall also
provide other licenses for applications, operating system and
database as required by the Bank to successfully utilize the
solution. The Bidder shall provide the licenses for all software
being a part of its proposed solution to Bank.
Bidder shall indemnify, protect and save Bank against all claims,
losses, costs, damages, expenses, action, suits and other
proceedings, resulting from infringement of any patent,
trademarks, copyrights etc. or such other statutory infringements
under any laws including the Copyright Act, 1957 or Information
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Technology Act 2000 in respect of all the software or other
systems supplied by them to Bank from whatsoever source.
However, (i) the Bidder has sole control of the defense and all
related settlement negotiations (ii) Bank provides the Bidder with
the assistance, information and authority reasonably necessary
to perform the above and (iii) Bank does not make any
statements or comments or representations about the claim
without the prior written consent of the Bidder, except where
Bank is required by any authority/regulator to make a comment/
statement/ representation. Indemnity would be limited to court
or arbitration awarded damages and shall exclude indirect,
consequential and incidental damages. However indemnity
would cover damages, loss or liabilities suffered by Bank arising
out of claims made by its customers and/or regulatory authorities
due to the failure of the Bidder to perform its obligations.
9.9.26 Manufacturer‘s Authorization Form – The Bidder should furnish a
letter from original equipment manufacturer authorizing the
Bidder to quote for OEM‘s product in response to the RFP from
Bank. The said letter should also offer to extend the required
warranty from the OEM in respect of the items stipulated in the
RFP. This is as per Appendix 07 – Manufacturers Authorization
Form
9.9.27 Technical inspection and performance evaluation – Bank may
choose to carry out a technical inspection/audit and
performance evaluation of products offered by the Bidders. The
Bidder would permit Bank or any person/persons appointed by
Bank to observe the technical and performance evaluation /
benchmarks carried out by the Bidder. Any expenses (travel,
stay, etc.) incurred for the same would be borne by the Bank.
9.9.28 Performance Benchmarking by System Integrator
It is mandatory for the Bidder to perform the benchmark for the
purpose of this project, incorporating the proposed technology
architecture for the core banking application. The Bidder will
have to do a benchmark on the hardware proposed for the
CBS solution. Benchmark needs to be validated & reported by
reputed independent third party who has the experience of
reporting performance benchmark specific to the Core
banking application proposed by the Bidder with due
concurrence of the bank.
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The Bidder will have to perform a product benchmark at the
benchmarking centre as identified by the Bidder in the
presence
of
Bank
employees
and
its
appointed
representatives. The objective of this exercise is to demonstrate
that the proposed hardware meets the terminal year sizing and
provides the required service levels in terms of number of the
necessary transactions per second (TPS), user concurrency
mentioned in Section 4 – Business Volumes and Growth
Projections, where all the debit and credit legs of the
transaction would be considered as a single transaction, along
with the necessary number of concurrent transactions, total
number of transactions in a 4 hour window, number of
accounts, time taken for End of Day, batch processing and
meet the required response time as expected by the Bank. This
benchmark should be carried out on the proposed hardware
with the proposed version of the operating system, proposed
version of the database system and the proposed version of
the application system. The benchmarking exercise should be
successfully completed within 8 months from the date of
acceptance of the Purchase Order by the bidder.
The Bidder should factor all the necessary costs for the
benchmark, including the travel, lodging, meals for the Bank
personnel and it‘s appointed Consultant. Thus we suggest the
Bidder to consider 5 to 6 Bank Authorized personnel for this
exercise.
Any expenses (performing the benchmark, travel, stay, etc.)
incurred for the same would be borne by Bidder and under no
circumstances the same would be reimbursed to the Bidder by
the Bank. The Bidder is expected to factor the all expenses
linked to the benchmarking in the Bill of Materials.
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9.9.29 The Bidder shall ensure that the solution provided and sized by
the Bidders is capable of meeting Bank‘s current and terminal
year transaction and business volumes. Empirical evidence of
the appropriateness of the server sizing by means of comparison
with independently assessed benchmarked data on a similar
environment as proposed to Bank will be mandatory. The Bidder
has to provide all necessary supporting to Bank to prove that the
Solution sizing is appropriate.
9.10 Additional Information
9.10.1 Bidders and/or its authorized service providers should have their
own employees for execution of projects. However, Bidder will
be fully responsible for the service for the service providers. Bank
will not make any reference to them. In case of any deficiency in
service, penalties will be to Bidder‘s account.
9.10.2 The Bidder shall solely be responsible for all payments (including
any statutory payments) to its employees and / or sub
contractors and shall ensure that at no time shall its employees,
personnel or agents hold themselves out as employees or agents
of Bank, nor seek to be treated as employees of Bank for any
purpose, including claims of entitlement to fringe benefits
provided by Bank, or for any kind of income or benefits. The
Bidder alone shall file all applicable tax returns for all of its
personnel assigned hereunder in a manner consistent with its
status as an independent contractor of services; and the Bidder
will make all required payments and deposits of taxes in a timely
manner.
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9.11 Numbering of Pages
9.11.1 All pages of the bid including brochures are to be numbered as
Page --- (current page) of --- (total pages) in a seriatim along
with proper index. The numbering shall be done separately for
Eligibility Bid, Technical Bid and Commercial Bid, and not sectionwise.
9.11.2 The incomplete bid, conditional bid, bid not conforming to the
terms and conditions, bid not submitted as per the terms of the
RFP are liable for rejection by Bank.
9.12 Authorized Signatory
The Bidder shall submit the bid authenticated by an authorized person
from any of their offices in India, preferably from Chennai office. The
Bidder's authorized signatory shall authenticate by sign and seal, each
page of the bid in original and photocopies including brochures/
pamphlets/ write–up etc. Bids with eraser/over writing/cutting are liable
to be rejected.
9.13 Cost of Preparing the Bids
The cost of preparing the response to this RFP will be the responsibility of
the Bidder and Bank will not be liable for any cost incurred by the
Bidder.
9.14 Clarification on RFP Document
9.14.1 The Bidder shall carefully examine and understand the
specifications /conditions of RFP, intent of the RFP and seek
clarifications, if required, to ensure that they have understood all
specifications/conditions/intent of RFP for implementing the
Core Banking Solution in total.
9.14.2 The Bidder in all such cases must seek clarification in writing in
the same serial order of that of RFP by mentioning relevant page
number and clause number of RFP. Such clarifications should be
sought, by submitting a list of queries as per Appendix 16– Pre Bid
Query Format in writing to Bank on or before the timeline
prescribed in this RFP under ―Schedule of activities and events‖
9.14.3 All clarifications/queries on the bid are to be in writing and are to
be addressed to:
The General Manager
Information Technology Department
Indian Overseas Bank
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Central Office, Annexe Building
763, Anna Salai, Chennai 600002
9.15 Normalization of bids:
9.15.1 Bank may go through a process of normalization of the bids for
the eligible bidders as part of the technical evaluation process.
Normalization will be done to the extent possible and feasible to
ensure that Bidders are meeting the requirements of the RFP to
the extent possible and that the interest of the Bank is protected.
The Bank reserves the right to normalize any or all of the
technical bids. If such normalization has a bearing on the price;
the Bank may at its discretion ask the technically shortlisted
Bidders to submit the technical and commercial bids once
again for scrutiny. The submissions can be requested by Bank in
the following two manners:
- Incremental technical bid and / or incremental price
submissions in part of the requested clarifications by Bank
OR
- Revised technical and / or price submissions of the part or
whole bid
The process of normalization may be iterative till such time the Bank is
satisfied with the response of the bidders.
 Post the normalization process in case any Bidder has not quoted for
any of the components, the response would be deemed to
conclude that the unquoted components required for meeting the
functional and technical requirements including the service levels
specified in this RFP have been included in the total fixed cost in the
Appendix 15 – (Bill of materials ).
 The bidder by participating in this tender agrees to the normalization
process being followed and adopted by the Bank and has no
reservation on the process adopted. In the event the bidder has any
query on the normalization process the same may be raised by the
bidder as part of the pre-bid queries.
9.15.2 Bank can repeat this normalization process at every stage of bid
submission till Bank is satisfied. The Bidders agree that they have
no reservation or objection to the normalization process and all
the Bidders will, by responding to this RFP, agree to participate in
the normalization process and extend their co-operation to Bank
during this process. The Bidders, by submitting the response to this

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RFP, agree to the process and conditions of the normalization
process.
9.15.3 The commercial bids received post the normalization exercise
will be considered for Commercial evaluation process as per the
methodology stated in the Evaluation Methodology section.
9.16 Bidders Quote/Offer
9.16.1 Bidders are requested to attach a letter from an authorized
signatory attesting the veracity of information provided in the
responses. Unsigned responses would be treated as incomplete
and are liable to be rejected.
9.16.2 The Bidder must furnish requirements as per the formats provided
in the RFP document.
9.16.3 While submitting the bid, the Bidder is required to comply with
inter alia the following CVC guidelines detailed in Circular No.
03/01/12 (No.12-02-6 CTE/SPI (I) 2 / 161730 dated 13.01.2012):
‗Commission has decided that in all cases of procurement, the
following guidelines may be followed:
In a tender, either the Indian agent on behalf of the
Principal/OEM or Principal/OEM itself can bid but both cannot
bid simultaneously for the same item/product in the same
tender.
If an agent submits bid on behalf of the Principal/OEM, the
same agent shall not submit a bid on behalf of another
Principal/OEM in the same tender for the same item/product.‘
The decision of the Bank shall be final and binding in this regard.
Deviations will be grounds for disqualification.
9.17 Submission of Bids through e-tendering portal
9.17.1 Submission of bids through e-tendering portal
Bidders satisfying the Project Specific terms and conditions and accepting the
General terms and conditions specified in this RFP may submit their bid
documents through the Bank‘s e-tendering service provider website
www.tenderwizard.com/IOB on or before the timeline stipulated in the RFP. The
bidders may also view the Tender through the site: http://www.tenders.gov.in.
Bank‘s e-tendering website will not allow any bids to be submitted after the
deadline for submission of bids. In the event of the specified date and time for
the submission of bids, being declared a holiday for the Bank, e-tendering
website will receive the bids up to the appointed time on the next working day.
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Extension / preponement of submission date and time will be at the sole
discretion of the Bank.
The bidders need to get themselves registered with the e-tender portal service
provider M/s Antares Systems Limited, in case if they have not registered with
them already.
Extension/ preponement of submission date and time will be at the sole
discretion of the Bank
Regarding the submission of complete bid documents in addition to the
submission of the documents in e-tender portal, and cost of RFP documents,
EMD/BG and acknowledgement issued by e-portal need to be submitted at the
address given in ―Schedule of Activities and Events‖, on or before the last date/
time of submission mentioned in ―Schedule of Activities and Events‖. All
envelopes should be securely sealed and stamped. The authorized signatories of
the Bidder should initial on all pages of the proposal. For all eligibility, technical
and commercial bid openings, the Bidder‘s are required to carry authorization
letter from the authorized signatories as per format specified in Appendix 04 Authorization Letter Format for bid opening-processing.
The bid should constitute three separate parts. The response should be
organized and submitted in the following manner:
A. Eligibility Bid
B. Technical Bid
C. Commercial Bid
9.17.2 Submission of documents
In addition to uploading the documents in the e-tendering portal, Bidder should
also submit the following in a sealed cover to the address notified in the RFP on
or before the last date as per the schedule mentioned in the RFP/addendums.
i.
Bank Draft/Bankers Cheque for the stipulated amount (Non
refundable) towards cost of the documents
ii. Bank Draft/Banker‘s Cheque/BG in lieu of EMD for the stipulated
amount (Refundable) towards EMD.
iii. Acknowledgement issued by e-tendering system for having received
the bid through the e-tendering system.
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In case the above documents are not submitted on or before the
schedule mentioned in the RFP, the bid will be rejected even if the same
is uploaded in the Bank‘s e-tendering service provider website.
The above documents should also be put in a sealed cover should be
submitted to the contact officials of the infrastructure division of
Information Technology Department of the Bank‘s Central Office,
Chennai mentioned in the RFP.
Bids received in any other mode other than the mode stipulated above,
will not be accepted.
9.17.3 Bid opening process
The Bank will follow the below mentioned opening process
a. Eligibility bid opening and evaluation
b. Technical bid opening and evaluation
c. Commercial bid opening and evaluation
In the first stage, the eligibility bids submitted in the Bank‘s e-tendering
website shall be opened/processed in the presence of available
authorized representatives of the bidders who chose to remain at the
time, date and venue mentioned in the RFP. The evaluation and shall be
based on the criteria set out in the RFP.
In the second stage, the technical bids submitted in the Bank‘s etendering website shall be opened/processed in the presence of
available authorized representatives of the bidders who chose to remain
at the time, date and venue mentioned in the RFP. The evaluation and
shall be based on the criteria set out in the RFP.
In the third stage, the commercial bid submitted in the Bank‘s e-tendering
website by the shortlisted bidders shall be opened/processed. The time,
date and place of opening the commercial bid shall be advised to the
technically qualified bidders individually either by email, fax or letter.
9.18 Evaluation of Bids
The evaluation of the bids shall be based on the criteria set out in this RFP
The submissions need to be made at the address given in ―Schedule of
Activities and Events‖, on or before the last date of submission
mentioned. All physical envelopes should be securely sealed and
stamped. The authorized signatories of the Bidder should initial on all
pages of the proposal. For all eligibility, technical and commercial bid
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openings/processing, the Bidder‘s are required to carry authorization
letter from the authorized signatories as per format specified in
Appendix 04 – Authorization letter format for Bid opening/processing.
The bid should constitute three separate parts. The response should be
organized and submitted in the following manner
9.18.1 Part I - Eligibility Bid:
The Eligibility Bid containing the response to eligibility
requirements for Core Banking Solution and other applications is
to be submitted through the e-tendering portal. Any physical
submissions in this regard should be duly super scribed as
―ELIGIBILITY BID FOR SELECTION OF SYSTEM INTEGRATOR AND
IMPLEMENTATION OF CORE BANKING SOLUTION AND OTHER
APPLICATIONS”. The eligibility bid submission at minimum should
contain the following
Covering letter certifying eligibility criteria compliance
(eligibility criteria as defined in Annexure 01)
Cost of the RFP – DD instrument
Details of authorized signatories/Power of Attorney‘s in the
name of the authorized signatories who can represent the
Bidder/s with regard to the obligations under the RFP or
contract
Supporting credential letters/testimonials from relevant
organizations or copies of documentation from clients or
purchase order copies certifying compliance and Bid security;
Bidder response to the duly filled, signed, stamped as required
for the following documents:
Document
Reference
Annexure 01
Appendix 01
Appendix 02
Appendix 03
Appendix 04
Appendix 05
Appendix 06
Appendix 08
Appendix 11
Appendix 12
Appendix 14
Document Head
Eligibility Criteria
Bid Undertaking Letter
Bid Conformity Letter
Technical Offer Covering Letter
Authorization Letter Format for bid openingprocessing
Conformity with Hard Copy letter
Consortium Details
Experience Format
Comments of T&C
Undertaking of Authenticity
Bank Guarantee Format in lieu of DD
Application money, DD / BG as per Appendix
14- Bank Guarantee in lieu of DD towards EMD.
Submission
Envelope
Eligibility
Eligibility
Eligibility
Eligibility
Eligibility
Eligibility
Eligibility
Eligibility
Eligibility
Eligibility
Eligibility
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9.18.2 Part II - Technical Proposal:
The Technical Bid containing the response to both technical and
functional requirements for the Solution is to be is to be submitted
through the e-tendering portal. Any physical submissions should
be sealed in a separate Envelope superscripted on the top of
the cover as ―TECHNICAL BID FOR SELECTION OF SYSTEM
INTEGRATOR AND IMPLEMENTATION OF CORE BANKING SOLUTION
AND OTHER APPLICATIONS”.
The Bidder should also include a masked replica of their final
commercial bid without prices but with tax rates in the technical
bid submitted in e-tender portal and in manual mode. The Bidder
must note that the masked commercial bid should be actual
copy of the commercial bid submitted with prices masked and
not copy of the Performa/format of the Appendix 15 – (Bill of
materials) in the RFP. Declaration of prices in the masked
Appendix 15 in the submission of technical bids will lead to
disqualification of the bidder. Prices are to be mentioned only in
the unmasked Appendix 15- Bill of material (commercial bid).
The Bidder should certify that the contents of the soft copy are
same as that provided in hardcopy as per Appendix 05 –
Conformity with Hardcopy Letter. In case of any discrepancies
between the hardcopy and softcopy the Bank will use the
hardcopy submitted by the Bidder for the evaluation. THE SOFT
COPY
SHOULD
NOT
CONTAIN
COMMERCIALS
AND
COMMERCIALS ARE TO BE ENCLOSED ONLY IN COMMERCIAL BID
COVER.
The technical proposal should be submitted with pages properly
numbered, each page signed and stamped. The technical
proposal should be bound in such a way that the sections of the
proposal can be removed and separated easily. Signed copy of
the RFP, all annexure and appendices fully filled up need to be
submitted.
The Bidders have to note that the Technical Proposal at minimum
must contain the following
Executive summary of Bidder‘s response
Detailed technical write up covering the detailed scope of
work
Replica of the Bidder‘s final commercial bid duly masking the
price details
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Soft copy of the technical bid only.
Two originals of all the documents submitted in the technical
bid
Any other information in general
Bidder response to the duly filled, signed, stamped as required
for the following documents:
Document
Reference
Document Head
Submission
Envelope
Annexure 02
Credential Strengths
Technical
Annexure 03
Functional Requirements
Technical
Annexure 04
Minimum technical specifications
Technical
Appendix 07
Manufacturers Authorization Form
Technical
Appendix 09
Application Sizing
Technical
Appendix 10
Bandwidth requirement
Technical
Appendix 13
Project Team Profiles
Technical
Appendix
(masked)
15 Bill of material(MASKED) EXCEL format
(Prices should not be quoted here but
tax rates mentioned, that is, tax rates Technical
should not be masked)
(masked)
Appendix 17
DC, DRC and NLS hosting requirements Technical
Appendix 18
Personnel Deployment
Technical
Appendix 19
Facilities Management Details
Technical
Note: Soft copy of the commercial bid should not be enclosed with
technical bid.
9.18.3 Part III – Commercial Proposal:
The Commercial Bid containing the prices for the Solution is to be
is to be submitted through the e-tendering portal. Any physical
submissions of the commercial bid for Core Banking Solution is to
be sealed in a separate envelope super-scribed on the top of
the cover as “COMMERCIAL BID FOR SELECTION OF SYSTEM
INTEGRATOR AND IMPLEMENTATION OF CORE BANKING SOLUTION
AND OTHER APPLICATIONS”.
Commercial bid shall be submitted as per Appendix 15 – (Bill of
materials) and other terms and conditions of the RFP on prices.
The cost of customization should be quoted separately and this
should include customization till completion of project.
Response to the commercial bid shall include cost of supply,
installation, implementation and all the items required for
commissioning and functioning of the Solution. It is the
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responsibility of the Bidder to provide all the items which may or
may not have been mentioned in the Bid to ensure
commissioning and functioning of the Solution within the final
agreed price between the selected Bidder and Bank.
i.
Hard copy of the commercial proposal and
ii.
Compact disk (CD) containing the soft copy of the
commercial proposal.
The Bidders have to note that the commercial proposal at
minimum must contain the following
Covering letter duly signed by the authorized signatory
Table of contents
Bill of Material as per Appendix 15 – (Bill of
materials)(unmasked)
9.18.4 The price schedule shall be submitted in commercial Bid only. In
a nutshell, the commercial Bid details will need to be provided
for all requirements of the Bank to arrive at TCO (Total Cost of
ownership) of the solution.
9.18.5 The total cost to be specified by the Bidder must cover
separately the following as detailed in Appendix 15 – Bill of
material. This would include:
 Software Cost of all the applications in the Solution
 Database Cost of the above applications
 Hardware at the DC, DRC and NLS for the above
applications
 Test & Development, Migration and Training
infrastructure cost at DC
 Installation & Commissioning cost
 Implementation and Customization Cost of the solution
 Co-existence solution cost
 Training cost
 AMC, ATS & Others
 Helpdesk and Facilities Management – Manpower
 Bandwidth
9.18.6 The Bidder while furnishing the cost under the above heads must
furnish the split up cost particulars of all major components/line
items under each head. The Bidder while quoting for software
must quote cost of Customization, implementation, interfacing,
etc separately as per Appendix 15 – (Bill of materials).
9.18.7 The Bidder must also furnish separately the recurring/revenue
expenditure that includes the cost of Facilities Management,
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ATS/AMC for hardware and software after excluding the
warranty period
9.18.8 The commercial bid is obtained for all the solutions and Bank will
place a single order after finalizing the Bidder
9.18.9 Further, while the Bidder has to quote for all the components of
the solution, Bank may at its discretion wherever beneficial,
procure licenses for some software separately, based on any
existing agreements entered into for purchase of such software
1.1.
9.19 Compliance Statement
9.19.1 The Bidder shall certify the compliance or deviation of all
clauses, terms conditions and specifications stipulated in RFP, as
per Appendix 02– Bid Conformity Letter. The Data sheet as per
Appendix 11– Comments on Terms & Conditions shall also be
submitted.
9.19.2 Non-submission of duly filled & signed conformity letter and Data
Sheet will make the bid liable for rejection.
9.19.3 The Bidder shall not just indicate that details are enclosed and
submit brochures, manuals, documents etc. Instead, they shall
detail their reply for each clause in Appendix 11 – Comments on
Terms and Conditions and they shall also indicate the Page
number in the bid, at which additional information are enclosed
in the brochures, manual, documents etc. The Bidder shall
ensure correctness of referred page nos.
9.20 Processing of Bids
9.20.1 Processing of Eligibility and Technical Bids
The Eligibility and Technical bid shall be opened/processed in
the presence of Bidders as mentioned in ―Schedule of
Activities and Events‖ addressed to The General Manager,
Information Technology Department, Indian Overseas Bank,
Central Office at 763, Anna Salai, Chennai 600002
The Bidder representative may be present during the bid
opening at our office address mentioned above well in time
along with the authorization letter from the Bidder.
The Bidders may note that no further notice will be given in this
regard. Further, in case Bank does not function on the
aforesaid date due to unforeseen circumstances or holiday
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then the bid will be accepted on the next working day and
bids will be opened at the same venue on the same day.
Bank however reserves the right to change the date & time for
opening of Eligibility and Technical bid without assigning any
reason whatsoever. In case there is a change in the schedule
the same will be intimated to the Bidders by putting up on the
Bank‘s website for enabling them to be present during the Bid
opening.
During opening/processing of the Eligibility and Technical bids,
the Bidders authorized representative may attend the
opening and those who are present shall sign a register
evidencing their attendance.
During evaluation of the eligibility and technical bids, Bank
may seek from the Bidder clarifications on the bid submitted
by the Bidder. The request for such clarification and the
response from the Bidder shall be in writing.
After the evaluation of the eligibility bids Bank will announce
the list of eligible bidders whose technical bid will be
considered for the technical evaluation stage. The Bank will
undertake a detailed technical evaluation of the eligible
bidders as per the terms and conditions of this RFP.
9.20.2 Processing of Commercial Bid
Commercial Bid shall be opened/ processed only for the
short-listed Bidders who have qualified in the Eligibility Bid and
Technical Bid. The date of opening of Commercial bid will be
intimated to the Bidders who have qualified in Technical Bid
evaluation.
After opening, the TCO quoted by the Bidders will be read
out. The evaluation of the Commercial Bids as per the RFP
guidelines would be done subsequently.
Post the completion of the detailed commercial evaluation
the final ranking of the bidders would be announced.
9.21 Examination of Commercial Bids
9.21.1 Bank will do preliminary examination of the commercial bids to
know whether they are complete in all respects, whether any
computational errors have been made, whether the documents
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have been properly signed and whether the bids are generally
in order. The Bidders have to note that
 If there is any discrepancy between words and figures, the
amounts in words will prevail.
 If there is discrepancy between percentage and amount,
the amount calculated on percentage basis will prevail.
 If there is discrepancy between unit price and total price
that is obtained by multiplying the unit price and quantity,
the unit price will prevail and the total price shall be
corrected by Bank.
 If there is discrepancy in the total arrived at Bill of Materials,
correct total will be arrived by the Bank and the same will
prevail over the total furnished in the Bill of Materials.
9.21.2 If the Bidder does not accept the correction of such errors as per
the above criteria, their bid will be rejected and the EMD will be
forfeited.
9.21.3 In the event the Bidder has omitted to quote for any line item in
the commercial bid, Bank would take the highest price quoted
by any of the participating Bidders as the cost, for such for
arriving at the Total Cost of Ownership for the purpose of
evaluation of the defaulting/deviating Bidders. However, the
same shall be provided by the defaulting/deviating Bidder, in
case selected at no cost to Bank for the period of the contract.
9.21.4 Bank ascertains and concludes that everything as mentioned in
the RFP documents circulated to the Bidders and responded by
the Bidders have been quoted for by the Bidders, and there will
be no extra cost associated with the same other than the cost
quoted by the Bidder. In the event Bank has not asked for any
quotes for alternative prices, and the Bidder furnishes the
alternative price in the Bidder‘s commercial bid, the higher of
the prices will be taken for calculating and arriving at the Total
Cost of Ownership. However, payment by Bank will be made at
the lower price.
9.21.5 The Bidder at no point in time can excuse themselves from any
claims by Bank whatsoever for their deviations in confirming to
the terms and conditions, payments schedules, time frame for
implementation etc. as mentioned in the RFP documents
circulated by Bank. Bidders shall be fully responsible for
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9.21.6
9.21.7
9.21.8
9.21.9
deviations to the terms & conditions, project schedule etc. as
proposed in the RFP.
Bank will only pay for items procured and used by Bank. Bank will
not pay or is not bound to pay for items not procured or used by
Bank. The Bidder cannot compel Bank to procure or pay for
items not desired by Bank.
The Appendix 15 – (Bill of materials) is an indicative list of items
used for the purpose of Bidder evaluation through TCO. The
procurement of the items quoted by the Bidders in the Appendix
15 – (Bill of materials) will be decided by Bank based on the
requirements from time to time during the period of the contract.
The Bidder cannot compel Bank to procure any or all the items
quoted by them in Appendix 15 – (Bill of materials). However for
the purpose of calculating of TCO, bid will be considered as
fixed priced bid.
Bank would like to expressly state that any assumptions, terms,
conditions, deviations etc which the Bidder includes in any part
of the Bidder‘s response to this RFP, will not be taken into
account either for the purpose of evaluation or at a later stage,
unless such assumptions, terms, conditions, deviations etc have
been accepted by Bank and communicated to the Bidder in
writing. The Bidder at a later date cannot make any plea of
having specified any assumptions, terms, conditions, deviations
etc in the Bidder‘s response to this RFP.
During the preliminary examination, Bank will also verify whether
the Bidder has responded in full to the RFP or whether it is partial
or conditional. The bids that are incomplete or conditional are
liable to be rejected.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
10
Evaluation Methodology
10.1 Introduction
The objective of adopting this evaluation methodology is to facilitate the
selection of the eligible Bidders who propose the most suitable businesstechnology solution and service fitment which is also a cost-effective
solution that appropriately meets the business requirements of the Bank.
All bids shall be evaluated by an Evaluation Committee set up for this
purpose by the Bank.
The evaluation will be a three-phase process:Phase 1 – Eligibility Criteria Evaluation
Phase 2 – Technical Proposal Evaluation
Phase 3 – Commercial Bid Evaluation
The Evaluation of the various options presented to the Bank to identify
the best Technology/Application solution for their CBS and other solution
requirements is based on the following broad parameters:
o
Ability to meet detailed Functional Requirements
o
Ability to meet detailed Technical Solution Requirements
o
Implementation Capabilities
o
Facilities Management Capabilities
o
Business Case & Total Cost of Ownership
The Bank will use an internal scoring mechanism to score each of the RFP
responses with appropriate apportionment of scores.
The Bidders who qualify the eligibility and technical evaluation criteria
shall be considered for Commercial evaluation and the successful
Bidder will be determined based on the Lowest Commercial Quote (L1)as
per the stated Commercial Evaluation process.
The evaluation methodology is as under:
10.2 Phase 1 - Eligibility Criteria Evaluation
The Bidder needs to comply with all the eligibility criteria mentioned in
Annexure 01 – Eligibility Criteria. Non-compliance by the Bidder
(including the OEM) to any of these criteria shall result in outright
rejection of the Bidder‘s proposal. The Bidder is expected to provide
proof for each of the points for eligibility evaluation. The proof provided
has to be in line with the details mentioned in Annexure 01 – Eligibility
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Criteria. Any credential detail mentioned in Annexure 01 - Eligibility
Criteria that is not accompanied by relevant proof documents will not
be considered for evaluation. All credential letters should be as per
format specified in Appendix 08 – Experience Format and should be
appropriately bound, labeled and segregated in the respective areas.
There is no restriction on the number of credentials a Bidder can provide.
There will be no scoring involved in the Eligibility Bid evaluation.
The decision of the Bank would be final and binding on all the Bidders to
this document. The Bank may accept or reject an offer without assigning
any reason what so ever.
The Bank Guarantee of the non-qualified Bidder(s) will be returned at
Phase 1.
The technical and commercial bid documents of the non-qualified
Bidder(s) will be retained by the Bank.
10.3 Phase 2 – Technical Proposal Evaluation
The Bidders meeting the eligibility criteria as prescribed in Annexure 01 –
Eligibility criteria will be shortlisted for the Phase 2 – Technical Proposal
Evaluation.
This evaluation will be carried out on a total score of 1000 on the basis of
the following evaluation parameters defined in this section.
The evaluation methodology is further broken down into sub areas as
under.
Phase 2 – Technical
proposal Evaluation
Percentage
weightage
1
Credential Strengths
15%
150
60%
90
2
Functional Features
evaluation
15%
150
70%
105
3
Product Demonstration
25%
250
70%
175
15%
150
90%
135
20%
200
70%
140
5%
50
70%
35
5%
50
70%
35
100%
1000
75%
750
4
5
6
7
Technical features
evaluation
Technical Solution
offering
Bidder Technical
Presentation (Overall
Solution Presentations)
Site Visits
Total Phase 2 Technical
Scoring
Maximum
Marks
Minimum
Passing %
Minimum
Passing
Marks
Sr.
No
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Minimum Passing Marks – The Bidders need to achieve the minimum
cutoff parks for each of the above stated evaluation activities.
Minimum passing for the Overall Phase 2 - Technical proposal Evaluation
will be 75% of 1000 (750 marks)
Based on the scoring stipulated in above table, Phase 2 – Technical
Proposal Evaluation, Bidders complying with the following would be
considered for Phase 3 – Commercial Evaluation Process:

Bidders achieving the minimum passing mark by each
individual evaluation activities from Sr. No.1 to 7.
AND

Bidders scoring a minimum of 75% (750 out of 1000 marks)
score based on the detailed evaluation in Phase 2 –
Technical Proposal Evaluation
The Bank at its discretion may reject the proposal of the Bidder, without
giving any reason whatsoever, if in case the submission/responses
received from the Bidder or site visits were found to be unsatisfactory.
In the event only one Bidder qualifies, the Bank will have the right to
consider that Bidder for the next Phase of evaluation. In the event that
none of the Bidders qualify, then the Bank at its discretion may choose to
select two Vendors who have achieved the top 2 scores to qualify for the
next phase. The decision of the Bank shall be final and binding in that
regard.
The technical evaluation shall involve the following major areas:
10.3.1 Credential strengths of Bidder/Consortium Partner
Each Bidder having credentials as stated in Annexure 02 – Credential
strengths will get marks as given in the Annexure 02 – Credential strengths
10.3.2 Functional features evaluation
The Bidder needs to cover the entire functional requirement of Bank given
in Annexure 03 – Functional Requirements. Reponses received in Annexure
03 – Functional Requirements would be used for evaluating the Bidder on
the functionality being proposed by them. The Functional Score for each
area in Annexure-03 would be worked out as follows:
In Annexure 03 –Functional Requirements, in the ―Banks Ratings‖ column,
the Bank has classified each of the requirements as:
Classification
Value
Description
Required
1
The requirement is necessary for efficient functioning
Most Critical
2
The requirement must be satisfied in its entirety
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
The Bidder is expected to provide a self score in the ―Vendor Scores‖
column for each requirement requested for, as per the following table:
Bidder
Score
Description
0
Can be customized by the time 500 Branches are implemented on the CBS
1
Can be customized one year from the date of completion of the
implementation of the Pilot branches in CBS.
2
Is available as a workaround
3
Can be customized by the end of implementation of the Pilot branches in
CBS.
4
Can be customized before the beginning of the UAT
5
Is readily available as requested
For all requirements in the RFP a score would be worked out as under:
Total Bidder score = Bidder score for line item X no. of line items
In ideal scenario, the Bank would expect the Bidder to propose the Core
Banking application and other applications which would have all line
items with Bidder score as ―5‖.
Hence accordingly aggregated Bidder score will be calculated
proportionately.
Bidder will be evaluated on each of the areas given below:
Sr.
No
1
2
3
4
5
6
7
8
9
10
11
Functional Area
CIF, GL, MIS
General Banking
Deposits and Remittances
Loans and Advances
Trade Finance
Enterprise General Ledger
Government Business Module
Asset Liability Management, Funds
Transfer Pricing & Cost Allocations
Planning and Budgeting
Delivery Channels – Mobile Banking
NEFT-RTGS
Maximum Functional Features Score
Maximum Score
12
12
24
24
24
12
12
6
6
12
6
150
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10.3.3 Product demonstration
As part of the Product demonstration process
The Bidders will be expected to provide a walk-through of the
proposed solution(s) highlighting the features and capabilities.
This will also enable the Bank to understand the solution‘s features and
fit with the proposed architecture and identify the level of
customization required. The Bidders will have to bear the expenses
involved in such an exercise.
The location for conducting the Product Demonstration shall be the
respective Bidder and/or OEM premises however the Bank will have a
final say in the location of conducting the Product Demonstrations.
The Bank will communicate a date, time and location to all eligible
Bidders any time after the last date for submission of proposals.
The Bank may reject the proposal of the Bidder if in the Bank‘s opinion
the Bidder could not present or demonstrate the proposed solution as
described in the proposal.
During the Product Demonstration, Bank shall be evaluating the Bidder
on the functionality of the CBS and other business solutions being
proposed by the Bidder. Using the Annexure 03 - Functional
Requirements as a base, the Bank shall formulate a detailed
questionnaire for the product demonstrations. Bidder will be evaluated
on each of the areas given below:
Sr. No
1
2
3
4
5
6
7
8
9
10
11
Functional Area
CIF, GL, MIS
General Banking
Deposits and Remittances
Loans and Advances
Trade Finance
Enterprise General Ledger
Government Business Module
Asset Liability Management, Funds
Transfer Pricing & Cost Allocations
Planning and Budgeting
Delivery Channels – Mobile Banking
NEFT-RTGS
Maximum Product Demonstration Score
Maximum Score
20
20
40
40
40
20
20
10
10
20
10
250
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
10.3.4 Technical Features Evaluation
The compliance mentioned by Bidder‘s in the Annexure 04- Minimum
technical specifications will be analysed and scored based on the RFP
requirements vis-à-vis products offered. Point to point conformity of the
equipment offered to the technical requirements provided in the
requirements.
It is the sole discretion of the Bank to disqualify a Bidder if that Bidder is
unable to comply with the requirement set in this document that is
critical for the Bank.
This scoring will be out of 150 marks, the weightage will be as per the
below table:
Sr. No
Modules from Annexure 04
Maximum Score
1
Core Banking Solution
8
2
Overall solution specifications
9
3
Mobile Banking
8
4
Data Archival Solution
8
5
Visual Analytics
7
6
Disk Based backup
5
7
Data Leakage prevention
5
8
Database Activity Monitoring
5
9
Application Change Control
5
10
Automated Business App Monitor
5
11
5
13
Policy Driven End User Data Protection
Network and Application Security User Control
Platform(NASUC)
Security Vulnerability Manager
14
Enterprise Management Solution
5
15
WAN Optimization Solution
5
16
IT BCM Automation
5
17
5
19
Version Control
Electronic Operations Manual and Compliance
Assurance Solution (EOMC)
ETL (FTP) Solution
20
Branch Peripherals
5
21
Co-Hosting
8
22
Enterprise Server Specifications
5
23
Converged Systems Specification
5
24
Application Integration Solution (Middleware)
5
25
Reporting and Dash-boarding
7
26
Customer Front End for TF
5
12
18
Technical Features Evaluation
5
5
5
5
150
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
Compliance to Annexure 04 – Minimum Technical Specifications (150
marks). The Bidder should ensure compliance of at least 90%. Major noncompliances could lead to disqualification of the Bidders.
10.3.5 Technical Solution Offering
The evaluation of the Bidder‘s Technical Solution Offering Proposals will
be done by the Bank on the basis of adherence to the solution design
requirements/principles and requirements of the RFP vis-à-vis products
offered analysis in relation to:
Completeness of the technical bid in all respects and availability of all
information/details asked for in the RFP.
The compliance mentioned by the Bidder to the application
architecture requirements is high availability, scalability, services and
products. It is the sole discretion of the Bank to disqualify a Bidder if
that Bidder is unable to comply with the requirement set in this
document.
Point to point conformity of the equipment offered to the technical
requirements provided in the Technical and Functional Requirements.
The technical evaluation section will be scored out of a total of 200 marks.
Major non compliances could lead to disqualification of the Bidders.
The weight age would be given as follows:
#
Evaluation of the Bidder Presentation
Marks
1
Overall Solution Architecture
30
2
Implementation Plan
10
3
Coexistence strategy and Solution proposed
20
4
Infrastructure Design and Sizing
30
5
Data Migration tools/approach and methodology
30
6
Adherence to Timelines
20
7
8
Resources - Execution Competency (Solution Accelerators,
Functional & Technical Competency)
People Profiles of all key personnel as part of this project
Total Technical Solution offering
30
30
200
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
10.3.6 Bidder technical presentations (Overall solution presentation)
The Bidders will be required to make presentations highlighting the
various aspects of the proposed solutions. This process will also enable
the Bank to clarify issues that may be identified from the Bidders‘
responses to the RFP. The Evaluation Committee decided by the Bank
will be scoring the presentation made by the Bidders based on a
structured questionnaire broadly across the following indicative sections.
The Bidder technical presentation will be scored out a total of 50 marks.
The questionnaire will be shared with the eligible bidders prior to the
technical presentation date:
#
1
Evaluation of the Bidder Presentation
Project Execution Methodology
2
Solution Architecture – Key Features and Functionalities
7
3
Implementation Plan
7
4
Coexistence strategy and Solution proposed
8
5
Infrastructure Design and Sizing
7
6
Data Migration tools/approach and methodology
7
7
Adherence to Timelines
-
8
Resources - Execution Competency (Solution Accelerators,
Functional & Technical Competency)
Post Implementation Support : Approach and Resource
Commitment (for Managed Services and Helpdesk Services)
People Profiles of all key personnel as part of this project
9
10
Marks
7
Total Bidder Technical Presentation (Overall Solution
Presentation)
7
50
10.3.7 Site Visit
The Bank requires the Bidders to provide at least TWO references of
Public Sector Banks, where the Bidder has implemented the proposed
Core Banking solution as a System Integrator and is currently in use.
Sr. No.
Site Visit
Maximum Score
1
Execution Capability
10
2
Technical Experience
10
3
Project processes experienced
10
4
Support Services/Help desk
10
5
Delivery Timelines & Quality
10
Total Site Visit Marks
50
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
The Bank at its discretion may reject the proposal of the Bidder,
without giving any reason whatsoever, if in case the responses
received from the site visited were found to be unsatisfactory.
The Cost for travel and lodging for the team identified by the Bank will
be borne by the Bank for site visits. However, the Bidder may be
expected to facilitate these arrangements.
The Site Visit activity will not be scored by the Bank. However, a
questionnaire prepared by the Bank shall be used for evaluating the
Bidder sites.
The Bank applications (may at a minimum) as part of the scope for
the site visit are as follows:
1. Core Banking Solution
2. Trade Finance
3. Enterprise General Ledger
4. Delivery Channel – Mobile Banking
The Bank shall undertake site visits for two Bank sites per application as
part of scope above.
10.4 Phase 3 - Commercial Bid Evaluation
The commercial bid has to be provided based on the format provided in
the RFP viz. Appendix15 – Bill of Material.
Future cash flows will be discounted at 12% p.a. to arrive at the present
value of the entire commercial bid. Based on the present value of the
bid, the Total Cost of Ownership (TCO) will be calculated. The Bidders will
be categorized as L1, L2, L3 etc on the basis of their TCO (In the
ascending order, i.e. L1 being the Bidder with the lowest TCO, followed
by L2 with the next lowest score and so on.) The L1 bidder will be
considered for the award of the contract.
Bidders have to note the following:
(a)
(b)
(c)
(d)
The bidder has to provide all costs in Appendix 15 - Bill of
Material.
The cost summary from the respective sheets will flow into the
Summary sheet of Appendix 15 - Bill of Material.
In case there is variation between numbers and words; the value
mentioned in words would be considered.
The bandwidth upgrade costs would also be included in the
Bidder TCO for L1 determination purposes.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
The Bidder needs to provide unit costs for all components and services;
unit rates into the stipulated quantities would be considered for the TCO
calculation in case of any discrepancy in the totaling, modifications,
addition, correction, etc.
In the event the Bidder has not quoted or has omitted any mandatory
product or service required for the Solution it shall be deemed that the
Bidder shall provide the product or service at no additional cost to the
Bank.
Also the Bank may, at its sole discretion, decide to seek more information
from the respondents in order to normalize the proposals.
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
11
Payment Terms
The commercial bid submitted by the Bidder must be in conformity with the
payment terms proposed. Any deviation from the proposed payment terms
would not be accepted. The Bank shall have the right to withhold any
payment due to the Bidder, in case of delays or defaults on the part of the
Bidder. Such withholding of payment shall not amount to a default on the
part of the Bank.
11.1
The scope of work is divided in different areas and the payment
would be linked to delivery, acceptance and signoff by the
respective Bank official of each area as explained below with
reference to the Appendix 15 – (Bill of materials )
11.2 The component wise payment will be as mentioned below
11.2.1
CBS software application (license) cost (based on per branch
cost)
CBS License cost for branches would be payable quarterly at
the end of the quarter for those branches successfully
implemented on CBS during that quarter.
11.2.2
Trade Finance (based on per branch license cost)
Trade Finance License cost for branches would be payable
quarterly at the end of the quarter for those branches
successfully implemented on Trade Finance during that
quarter.
11.2.3 Other Application (license) Cost
The following payment terms would be applicable to the license costs
for the following applications














Enterprise GL
Government Business Module
Mobile Banking
Application integration solution
Asset Liability Management
Fund Transfer Pricing
Budgeting and Planning
Cost Allocation
Visual Analytics Solution
Electronic Operations Manual and Compliance Assurance
Solution
Data Archival and Purging Solution
Disk to Disk backup solution
Data Leakage Prevention
Database Activity Monitoring
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RFP Ref No. RFP/ITD/012/2013-14 dated 26/02/2014
 Application Change Control Solution and Automated Business
Application Monitoring
 Policy Driven End user protection
 Security Vulnerability Manager & Incident Event Manager
 Enterprise Management Solution
 WAN Optimization between DC and DRC
 IT DR and IT Business Continuity Management Automation
 Version Control System
The license cost for all of the above software to be provided by the
Bidder as a part of the proposed solution shall be paid as follows;
11.2.3.1
11.2.3.2
11.2.3.3
11.2.3.4
40% of the cost, of such software, will be payable on successful
installation of the said software, and
30% of the cost, of such software, will be payable on successful UAT
with all the functionalities of the said software and acceptance sign
off from the Bank, and
20% of the software cost, will be payable on successful
implementation of the application, go live and acceptance signoff
of the Bank
The balance 10% of the software cost, will be payable on successful
operations in the production environment post go live for a period
of three months
11.2.4 Hardware Costs (DC, DRC and NLS) for all hardware as part of the
Solution
It is to be noted that the Bidder needs to quote for fully loaded
hardware for the Solution. Bidder has to provide all required support for
accelerated rollout of the proposed solution at the branches.
The following payments terms would be applicable to the DC, DRC, NLS
Hardware cost for the following applications
Critical Business Solutions

Core Banking System

Trade Finance

Enterprise General Ledger

Government Business Module

Mobile Banking

Application integration solution
Other Business Solutions

Asset Liability Management
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




11.2.4.1
11.2.4.2
11.2.4.3
11.2.4.4
11.2.4.5
Fund Transfer Pricing
Budgeting and Planning
Cost Allocation
Visual Analytics Solution
Electronic Operations Manual and Compliance
Assurance Solution
Technical Solutions

Data Archival and Purging Solution

Disk to Disk backup solution

Data Leakage Prevention

Database Activity Monitoring

Application Change Control Solution and Automated
Business Application Monitoring

Policy Driven End user protection

Network and Application Security User control Platform

Security Vulnerability Manager & Incident Event
Manager

Enterprise Management Solution

WAN Optimization between DC and DRC

IT DR and IT Business Continuity Management
Automation

Version Control System

Any other Hardware
20% of the delivered hardware cost would be payable on delivery
of the hardware at the DC, DRC and NLS respectively or on
completion of 45 days from the date of accepting the order,
whichever is later;
30% of the delivered hardware cost would be payable on
successful installation, commissioning and acceptance of the
hardware at DC, DRC and NLS respectively or on completion of
three months from the date of accepting the order whichever is
later;
30% of the delivered hardware cost would be payable on
successful implementation of pilot branches or on completion of six
months from the date of accepting the order, whichever is later;
10% of the delivered hardware cost would be payable on
completion of eight months from the date of successful
implementation of the pilot branches.
Balance 10% of the delivered hardware cost would be payable on
completion of the warranty period, which may be released against
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11.2.4.6
11.2.5
11.2.5.1
11.2.5.2
11.2.6
11.2.6.1
11.2.6.2
11.2.7
branches migration to new CBS or the go live of the respective
application, whichever is later
The payments for the additional hardware will be on delivery and
the successful commission of such hardware.
Operating Systems (DC, DRC & NLS) for all applications as part of the
Solution
80% of cost for Operating Systems would be payable on delivery of
the hardware and successful installation of the Operating Systems
on such hardware at the DC, DRC and NLS
20% of the cost for Operating Systems would be payable on
completion of 12 months from the date of acceptance of such
hardware and successful installation of the Operating Systems by
the Bidder at the Bank.
Database Systems (DC, DRC& NLS) for all applications as part of the
Solution
80% of the cost for Database systems would be payable on
successful installation and commissioning of the database systems
at the DC, DRC & NLS respectively.
20% of the Database systems cost would be payable on successful
completion of 3 months from the date of such installation and
commissioning.
Interface building costs
The Bidder will be paid applicable amounts for each of the interfaces built
during the quarter at the end of the quarter after satisfactory working for
minimum 30 days in production and acceptance signoff by the Bank.
11.2.8
11.2.8.1
11.2.8.2
11.2.8.3
Customization cost
The cost of customization for items marked as ―4‖ would be payable
on successful implementation and Bank sign off of all the items
marked as ―4‖
The cost of customization for items marked as ―3‖ would be payable
on successful implementation and Bank sign off of all the items
marked as ―3‖;
The cost of customization for items marked as ―2‖ would be payable
on successful implementation and Bank sign off of all the items
marked as ―2‖;
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11.2.8.4
The cost of customization for items marked as ―1‖ would be payable
on successful implementation and Bank sign off of all the items
marked as ―1‖.
11.2.8.5 The cost of customization for items marked as ―0‖ would be payable
on successful implementation and Bank sign off of all the items
marked as ―0‖.
11.2.8.6 Items marked as ―4‖,"3","2","1","0" refer to items in Annexure 03 Functional Requirements.
11.2.8.7 The cost of customization of gaps identified during product
demonstration, current state study, training, functional requirements
specifications study, system testing, user acceptance testing,
business process reengineering and pilot branch implementation
should be included by the Bidder as Implementation costs. The Bank
will not pay the Bidder any additional charges at a later date for all
such customizations.
11.2.8.8 The Bidder shall take up all such functionality as required by the
Bank on a priority basis even though the Bidder is supposed to
provide for the same at a later date as per its response in Annexure
03 – Functional Requirements and till such time the functionality is
not provided for the Bidder will suggest a suitable workaround for
the same. The Bank will not pay the Bidder any additional charges
for such customization requests.
11.2.8.9 All additional customization over and above the RFP requirements
as per the man day rates quoted in the tender would be paid to
the Bidder on the completion of respective customization user
acceptance and go live along with Bank signoff including 30 days
of successful working of the customization delivered in the live
environment.
11.2.8.10 The workaround provided by the Bidder may be acceptable to the
Bank as a temporary solution but the Bank may still insist on a
particular functionality to be made available as a regular feature of
the software in which case the Bank shall decide the priority. It
should be distinctly understood by the Bidder that providing
workarounds should not be treated as customization completed.
11.2.9
11.2.9.1
Implementation cost for CBS/Other applications
25% of the implementation cost for CBS/Other applications, for pilot
implementation, would be payable on successful completion of the
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11.2.9.2
11.2.9.3
11.2.9.4
11.2.9.5
11.2.9.6
current state assessment, gap analysis, systems specifications
definition phase, customization and testing phase;
50% of the implementation cost for CBS/Other applications, for pilot
implementation, would be payable on successful implementation
and go live of the application in all of the 100 pilot branches; and
The balance 25% of the implementation cost for CBS/Other
applications, for pilot implementation, would be payable on
completion of 3 months from the date of successful implementation
of the application in all of the 100 pilot branches.
Implementation cost for every additional branch beyond the pilot
100 branches, would be payable quarterly at the end of the quarter
for all the branches successfully implemented during that quarter.
Implementation cost for third party application will be paid after 2
months of go-live of such application, without any pending or
unresolved deliverables/issues.
Implementation cost of any additional requirements would be paid
upon successful completion of the implementation and successful
operations along with Bank signoff in the live environment for at
least 30 days.
11.2.10 Additional MIS/Reports cost
On completion of the required additional MIS/Reports in batches of
100, the Bank will release the 100% payment for each batch of 100
reports post the successful testing, acceptance and deployment into
the production environment for the Solution
11.2.11 Co-hosting Cost
The payment for Co-hosting of the DC, DR and Near Site will be divided
into 4 equal installments for the year and paid quarterly in arrears post
the successful commissioning of the co-hosting site and acceptance of
all the relevant requirements under this RFP.
Cost of the One Time charges would be payable on successful
commissioning and completion of the acceptance test exercise for all
the activities/services deemed to be one time installations in this RFP
document.
11.2.12 Branch Operating System, Database, Hardware & Peripherals:
80% of the branch operating system, database, hardware and
peripherals will be paid by the Bank at the end of the quarter in which
the mentioned component was successfully installed and
commissioned and accepted by the Bank.
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Balance 20% of the branch operating system, database, hardware and
peripherals will be paid on completion of 3 months from the date of
successful acceptance by the Bank.
11.2.13 Co-existence cost
100 % payable on successful completion of co-existence period and
successful migration of existing CBS to new CBS platform and successful
working of the new CBS for at least 30 days post the completion of coexistence period for all cost pertaining to the co-existence solution
provided by the Bidder.
11.2.14 Architecture Assessments
The payment linked to all items under Architectural assessment as
below would be Payable annually at the start of each year for the
following.
Quarterly Performance Analysis for systems – Server OEM
Quarterly Storage Assessment Service - Storage OEM
Data Protection/Security Initiatives (One time and Quarterly) –
Security OEM
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Disaster Recovery Assessment (One time and Quarterly) – Storage
OEM.
11.2.15 Performance Benchmarking cost
100% payable on successful completion of benchmarking and receipt
of the certified benchmark report and acceptance signoff by the Bank.
11.2.16 Training Costs
11.2.16.1 Core Team Training
 50% of the training cost, would be payable on successful
completion of the training phase for the entire core team;
 50% of the training cost, would be payable on successful
implementation of the CBS (including trade finance) in pilot
branches.
11.2.16.2 End user training
 Will be paid quarterly at the end of the quarter on successful
completion of each scheduled batch and signoff by the
Bank.
11.2.16.3 Other Trainings
 Will be paid on successful completion of the mandated
training and signoff by the Bank.
 Training cost for any additional ad hoc training requested by
the Bank would be payable on successful completion of the
training and signoff by the Bank.
11.2.16.4 Escrow Costs
 The amount to be paid towards escrow cost would be
divided into seven equal installments, to be paid annually at
the beginning of each year. The first year would begin from
the date of completion of successful pilot completion and
acceptance by the Bank. In the event the pilot phase or pilot
acceptance gets delayed the payments for the same would
also get proportionately delayed.
11.2.16.5 Facilities Management - Set-up for application and technology
Helpdesk
 70% of the cost for setting up the helpdesk would be payable
on successful setting up of the helpdesk & making it
operational and signoff by the Bank; and
 The balance 30% of the cost for setting up the helpdesk would
be payable on completion of 3 months from the date of
successful setting up of the helpdesk & making it operational.
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11.2.16.6 Facilities Management Charge
 The annual amount to be paid towards facilities
management would be divided into 4 equal installments, to
be paid quarterly at the end of each quarter. The first quarter
would begin from the 1st of the next month of the date of
completion of successful implementation of the 1st Pilot
branch on CBS for the facilities being managed by the Bidder.
The quote needs to factor the infrastructure under warranty
and which therefore would not warrant a facilities
management charge.
11.2.16.7 Fees for deploying Helpdesk Agents
 The fees for deploying Helpdesk Agents would be payable
monthly, at the end of the month, on actual, as per the bill
submitted by the Bidder and on verification of the Bank.
11.3 All AMC and ATS cost would be paid quarterly by the Bank
11.4
The Bidder recognizes that all payments to the Bidder under this RFP
and subsequent agreement are linked to and dependant on
successful
achievement
and
acceptance
of
milestones/deliverables/activities set out in the Project Plan and
therefore
any
delay
in
achievement
of
such
milestones/deliverables/activities shall automatically result in delay
of such corresponding payment.
11.5
The fees payable by the Bank to Bidder shall be inclusive of all costs
such as insurance, taxes (including service tax, as per the rates
applicable), custom duties, levies, cess, transportation, installation,
(collectively referred to as ―Taxes‖) that may be levied, imposed,
charged or incurred and the Bank shall pay the fees due under this
RFP and subsequent agreement after deducting any tax
deductible at source (―TDS‖), as applicable. The Bidder will need to
provide the details for the tax rates as considered in the pricing. This
will be used for subsequent tax changes.
11.6
The Bidder has to submit the undisputed invoice along with
necessary signoff and acceptance documents from the Bank, The
Bank shall pay each undisputed invoice raised in accordance with
this RFP and subsequent agreement, within thirty (30) Working Days
after its receipt unless otherwise mutually agreed in writing,
provided that such invoice is dated after such Fees have become
due and payable under this RFP and subsequent agreement.
11.7
Any objection / dispute to the amounts invoiced in the bill shall be
raised by the Bank within reasonable time from the date of receipt
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11.8
11.9
of the invoice. Upon settlement of disputes with respect to any
disputed invoice(s), the Bank will make payment within thirty (30)
Working Days of the settlement of such disputes.
All out of pocket expenses, traveling, boarding and lodging
expenses for the entire Term of this RFP and subsequent agreement
is included in the amounts quoted in Appendix 15 – (Bill of
materials) and the Bidder shall not be entitled to charge any
additional costs on account of any items or services or by way of
any out of pocket expenses, including travel, boarding and lodging
etc.
This RFP asks for unit level prices and these prices are valid for the
tenure of the contract. The bank needs to pay only if they buy the
respective line items. These same prices will be applicable if the
Bank has to procure additional quantities.
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12
Terms & Conditions
12.1 General
Bank expects the Bidders to adhere to the terms of this RFP and would not
accept any deviations to the same. If the Bidders have absolutely genuine
issues only then should they provide their nature of non–compliance to the
same in the format provided as per Appendix 16 - Pre-Bid Query format.
Bank shall consider the non compliance and shall at its own discretion
accept or reject the deviations. Bank reserves its right to not accept such
deviations to the tender terms and in that case the Bidder shall be bound to
comply with the terms. Any non-compliance would be treated as a breach
and shall invoke Liquidated Damages.
Bank intends that the Bidder appointed under the RFP shall have the single
point responsibility for fulfilling all obligations and providing all deliverables
and services required for successful implementation of the project,
notwithstanding the fact that the Bidder may in turn appoint/procure
services of third party suppliers (including application Vendors) to perform
part of the obligations contained under this RFP and that Bank may for
convenience enter into arrangements, including tripartite agreements, with
such third party vendor, if required, however, the Bidder will be a party to
such arrangements/agreements. However the Bank shall not be liable to
such third party suppliers in any manner whatsoever. The application vendor
(i.e., the vendor providing the software applications) would be required to
provide its personnel for carrying out certain activities such as gap
analysis/business
requirement
definition,
application
customization,
conducting various trainings, assistance in conducting testing including User
Acceptance Training and support during the pilot phase.
Bank expects the Bidder to comply with non-disclosure of any specific
development/customization done for the Bank and the Bank will have the
rights to claim the Intellectual Property for such development/customization.
Unless expressly overridden by the specific agreement to be entered into
between the Bank and the Bidder, the RFP shall be the governing document
for arrangement between the Bank and the Bidders. Any additional or
different terms and conditions proposed by the Bidder would be rejected
unless expressly assented to in writing by the Bank. Decision of the Bank shall
be final and binding.
The Bank will enter into a contract with the Selected Bidder only. The
Selected Bidder as a System Integrator will assume complete responsibility for
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the delivery of products and services as per the requirements of the RFP.
Bank will place all orders for products and services on the Selected Bidder
only. Bank will not accept any deviations in this regard.
The Bank at its discretion may extend the proposed components and
services to its RRBs during the tenure of the Contract. The costs will be on a
pro-rata basis as quoted by the Bidder.
The Bank may consider an End User License Agreement (EULA) with one or
more software OEM/s. Hence in that case the Bank shall not procure the
respective licenses and ATS from the selected bidder. However, the selected
bidder will be responsible to all the related services required as per the scope
of this RFP.
12.2 Indemnity/Settlement of Claim/Compensation
The Bidder hereby indemnifies the Bank, and shall always keep indemnified
and hold the Bank, its employees, personnel, officers, directors, (hereinafter
collectively referred to as ―Personnel‖) harmless from and against any and all
losses, liabilities, claims, actions, costs and expenses (including attorneys'
fees) relating to, resulting directly or indirectly from or in any way arising out
of any claim, suit or proceeding brought against the Bank as a result of:
Bank‘s authorized/bona fide use of the Deliverables and/or the Services
provided by the Bidder under this RFP; and/or
an act or omission of the Bidder, employees, agents, sub contractors in
the performance of the obligations of the Bidder under this RFP; and/or
claims made by employees or subcontractors or subcontractors‘
employees, who are deployed by the Bidder, against the Bank; and/or
breach of any of the terms of this RFP or breach of any representation or
false representation or inaccurate statement or assurance or covenant or
warranty of the Bidder under this RFP; and/or
any or all Deliverables or Services infringing any patent, trademarks,
copyrights or such other Intellectual Property Rights; and/or
breach of confidentiality obligations of the Bidder contained in this RFP;
and/or
Gross Negligence or willful misconduct attributable to the Bidder or its
employees or sub-contractors.
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The Bidder shall at its own cost and expenses defend or settle any claim
against the Bank that the deliverables and services delivered or provided
under this RFP infringe a patent, utility model, industrial design, copyright,
trade secret, mask work or trade mark in the country where the Deliverables
and Services are used, sold or received, provided the Bank:
Notifies the Bidder; and
Cooperates with the Bidder in the defense and settlement of the claims.
The Bidder shall compensate the Bank for such financial loss, direct and
remote, suffered by the Bank if the Bidder fails to fix bugs, provide the
modifications/enhancements/customization as required by the Bank as per
the terms and conditions of this tender and subsequent Agreement and to
meet the service levels.
i.
Limitation of Liability
a. The Parties acknowledge that circumstances may arise where on
account of a breach by the Bidder of the terms of this RFP and
subsequent Agreement, or other contractual or tortuous claim, the
Bank may be entitled to damages from Bidder.
b. In each such instance, Bidder‘s aggregate liability shall be subject to an
overall limit of the Total Cost of the Project for the contract period.
c. The limits specified in Sub-Clause (a) above shall not apply to claims
made by the Bank for claims relating to the loss of or damage to real
property and tangible personal property and for bodily injury or death
which is caused by sole gross negligence or sole willful misconduct.
d. Notwithstanding any limits to be prescribed under an agreement to be
entered into with the Bidder and subject to indemnification and
procedures, the Bidder should indemnify the bank and its affiliates,
officers, directors, employees, agents, successors and assignees at its
expense by paying all cost, damages and attorney fees that a court
awards or that are included in the settlement approved by the Bidder
arising out of any claim based upon or in connection with any
allegation of infringement by the Bidder or a sub contractor of any third
party intellectual right.
In circumstances where the Bidder indemnifies the bank against any
claims of infringement of any IP rights, the Bidder must at its own
expense promptly;
i. Procure the unrestricted right for the bank to continue using and
receiving the same; or
ii. Make or procure on Bank‘s behalf such alterations, modifications,
adjustments or substitutions to all or any parts of the same so that it
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becomes non-infringing without affecting the relevant part of
deliverables or services or prejudice their compliance with their
terms of the specifications or requirements of RFP; or
iii. Substitute a non-infringing version of the infringing item of at least
functional equivalence conforming to applicable requirements
under the RFP
e. If Bidder is unable to provide any of the forgoing alternatives, the bank
may at its own option terminate forth with the agreement
f. Subject to the obligations of the Bidder under Clause regarding
indemnity hereof, the Bank acknowledges that the Bidder shall not
incur any liability to any third party on account of the acts or omissions
of the Bank in carrying on its banking business.
ii.
Indemnification Procedures
Notice
Promptly after receipt by Bank of notice of the commencement or
threatened commencement of any relevant civil, criminal,
administrative or investigative action or proceeding, the Bank will notify
the Bidder of such claim in writing. No failure to so notify will relieve
Bidder of its obligations under this Agreement except to the extent that
it can demonstrate damages attributable to such failure.
Bidder shall promptly assume control of the defense or settlement of
that claim. The Bank agrees to reasonably cooperate with Bidder in the
defense or settlement of such claim.
Nothing contained herein shall restrict the Bank from electing to defend
a claim under this Agreement at its own cost provided that such
defense does not prejudice Bidder‘s defense of the relevant claim.
The Parties agree that they shall co-operate in the defense of any claim
referred to above. Such co-operation shall, at the discretion of the
Parties, include periodic exchange of information and the pooling of
expertise and resources by the Parties.
The Parties hereby agree that the procedure for indemnifications
including giving of notice set out herein shall be applicable to
indemnities as agreed between the parties in more specifically set out
in clause for Bidder Indemnity.
Subrogation
In the event that Bidder will be obligated to indemnify those indemnified
pursuant to this RFP and/or subsequent Contract, Bidder will, upon
payment or satisfaction of such indemnity in full, be subrogated to all
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rights of the Bank with respect to the claims to which such indemnification
relates.
Extension of Contract Post Expiry
The Bank desires to appoint the Bidder for a total period of 7 years,
considering the effort and investments required in the arrangement.
However, understanding the complexities of the entire arrangement, Bank
would like to safe guard the interests of all the entities involved in the
arrangement. Therefore, the Bank would like to have options to revisit the
arrangements and terms of contract as well as to re-price the same after
the contract term on mutually agreed terms, if necessary.
The Bank expects the benefits from any unanticipated decrease in
technology infrastructure costs, over the term of the contract due to
reduction of prices, efficient use of IT infrastructure/reduction of statutory
charges, etc. and operations management methods that yield more
efficient operations, to be passed on through re-negotiation. No conflict
between the Selected Bidder and the Bank will cause cessation of
services.
12.3 Termination of Contract
The Bank reserves the right to terminate the contract placed on the Bidder
in the following circumstances:
a. The Bidder commits a breach of the terms and conditions of the
RFP/Contract and fails to remedy such breach for a period of 30
Business Days, following receipt of written notice from Bank specifying
the breach or breaches set out below:
i. Failure to furnish the performance guarantee within 21 days after the
execution of the Contract Agreement.
ii. Delay or deficiency in the completion or implementation of the
Project or any activity contemplated under this RFP and subsequent
Contract within the applicable time schedules.
iii. Non conformity of the Deliverables or Services with the terms and
Specifications of the RFP as observed during post delivery audit or
otherwise.
iv. Serious discrepancy in the quality of service/hardware/software
expected during the implementation, rollout and subsequent
maintenance process.
v. An Insolvency Event occurs in relation to the Bidder or it ceases to
carry on its business or substantially the whole of its business; or
vi. There is a change of control of the Bidder (and for these purposes
change of control means there is a change in the legal, beneficial or
equitable ownership of 50% or more of the aggregate of all voting
equity interests in the Bidder) and the person or persons acquiring
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b.
c.
d.
e.
f.
i.
control of the Bidder are persons whom Bank reasonably considers to
be competitors of Bank or organizations about which Bank has
reasonable grounds for believing will not be able to meet the
material obligations contained in the bid/contract.
The Bank also reserves the right to cancel the AMC or ATS and
terminate the respective agreements for the same, if the Services
provided by the Bidder are not satisfactory and recover any payment
made by the Bank for the provision of AMC ATS, not rendered to the
Bank. In the event of any deficiency, defect or inadequacy of the
Deliverables or Services, provided by Bidder to the Bank, the Bank
reserves the right to procure the same or similar Deliverables or Services,
from alternative sources at the risk, cost and responsibility of the Bidder.
In the event that Bidder does not perform satisfactorily or there is a
delay in the performance of its obligations under the bid, the RFP, the
AMC or the ATS, the Bank reserves the right to source the remainder of
the Deliverables and Services from another entity of its choice by giving
three months notice of the same to Bidder. In the event of a
termination of the contract by Bidder in accordance with the above
terms, Bidder shall fully compensate the Bank for any expenditure
incurred by the Bank in executing or obtaining the execution of the
remainder of the Project.
In the event of a termination of the Contract by the Bank, the Bidder
shall do all such acts or deeds as may be required to fully compensate
the Bank for all expenditure incurred by the Bank in executing or
obtaining the execution of the Project, till such time of termination and
for any removal and/or relocation that may be required by the Bank
following such termination. The Bank shall not bear any liability in this
regard. If the agreement is cancelled during the term of the AMC or
ATS, if contracted, the Bank shall deduct payment on pro-rata basis for
the unexpired period of the Contract.
In the event of the Bank communicating its intention to terminate the
Contract, Bidder shall continue to render such Services as it is required
to under this RFP/bid and subsequent Contract, including but not
limited to Facilities Management, support and maintenance for the
Deliverables for a period up to 12 months following notice of intention
to termination, until such time that the Bank indicates that it has been
able to make alternative arrangements for the provision of such
Services, in accordance with the terms, including those pertaining to
payment, contained herein.
Any other reason.
Other Rights or Remedies
Termination of the contract in whole or part is without prejudice to any
other rights or remedies that either Party may have under the contract
including the invocation of the performance guarantee by the Bank, and
does not affect any accrued rights or liabilities of either Party at the date of
termination.
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ii.
Effects of Termination
Notwithstanding termination of the contract in whole or in respect of any
part of the Services for any reason, the contract continues in force to the
extent necessary to give effect to those of its provisions which expressly or
implicitly have effect after termination; and
Where Bank terminates any Part of the Project, the parties shall continue to
perform their respective obligations under the contract in connection with
that portion of the Project in respect of which there has been no
termination.
iii.
Consequence of Termination
If Bank terminates the contract in whole or in respect of any part of the
Project in accordance with its terms, it will incur no liability to the Bidder as
a result of such termination, other than:
a. the charges or any other amounts due to Bidder up to the date of
termination;
b. amounts payable for any Services already performed at the date of
the termination;
c. amounts payable for Services yet to be performed but which the
parties agree not to terminate; and
d. In the event of partial termination, amounts payable for other portions
of the Project.
e. The Reverse Transition Fees payable as per reverse transition plan
subject to Reverse Transition Services being provided to the satisfaction
of the bank
The Bidder understands the largeness of this Project and that it would
require tremendous commitment of financial and technical resources for
the same from the Bidder for the tenure of this tender and subsequent
Agreement/Contract. The parties therefore agree and undertake that an
exit at any point in time resulting due to expiry or termination of this tender
and subsequent Agreement/Contract for any reason whatsoever would
be a slow process over a period of six (6) months, after the completion of
the notice period of three (3) months, and only after completion of the
Bidder‘s obligations under a reverse transition mechanism. During this
period of Reverse Transition, the Bidder shall continue to provide the
Deliverables and the Services in accordance with this tender and
subsequent Agreement/Contract and shall maintain the agreed Service
levels.
Upon Bank‘s request, with respect to (i) any agreements for maintenance,
disaster recovery services or other third-party applications/solutions, and
any Deliverables not owned by the Bidder, being used by the Bidder to
provide the Services and (ii) the assignable agreements, Bidder shall, use
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its reasonable commercial endeavors to transfer or assign such
agreements and Bidder‘s equipment to Bank and its designee(s) on
commercially reasonable terms mutually acceptable to both parties.
Upon Bank‘s request in writing, Bidder shall be under an obligation to
transfer to Bank or its designee(s) the Deliverables being used by the
Bidder to perform the Services free and clear of all liens, security interests,
or other encumbrances at a value calculated as stated.
As part of the reverse transition services, Bank shall have the right, and
Bidder shall not object to or interfere with such right, to contract directly
with any Bidder‘s subcontractor.
Procedure for transition and migrating to the new appointed Bidder is as
follows:
Time frame for parallel run
Skill transfer mechanism and in specific cases, the human resources
requirement
Reverse Transition Plan
Reverse Transition Services are the services provided by Bidder to Bank
during the reverse transition period which will start after completion of the
three (3) months notice period to facilitate an orderly transfer of the
Services to Bank or to an alternative third partly service provider
nominated by Bank. Where Bank elects to transfer responsibility for service
delivery to multiple Bidders, Bank will nominate a services provider who will
be responsible for all dealings with such Bidders regarding the delivery of
Reverse Transition Services.
The Reverse Transition Services, to be provided by the Bidder to the Bank
shall include the following:
Software
The Bidder shall ensure that all application vendors shall enter into
separate annual maintenance agreements for maintenance of their
respective software provided under this RFP and subsequent contract,
upon commercially reasonable term and terms and conditions as
available currently to the Bidder or better than the same.
The Bidder shall provide appropriate training to the Bank‘s personnel or its
designee(s) to enable them to maintain the Software provided under this
RFP and subsequent contract. The same shall be scoped and charged
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additionally. Bidder shall ensure that if any data migration is required, the
same shall be carried by the Bidder and a handover to be provided for
the smooth transition of the operations.
Hardware
The Bidder shall provide a list of sub-contractors used by the Bidder for
maintaining the hardware (including inter alia, servers, PC‘s, networking,
switches, routers etc.) under this RFP and subsequent contract and shall
ensure that all such sub-contractors shall enter into separate annual
maintenance agreements for maintenance of the hardware maintained
under this RFP and subsequent contract, upon commercially reasonable
terms and conditions as available currently to the Bidder or better than
the same.
Knowledge Transfer
As part of reverse transition services, the Bidder will
(i)
provide such information as Bank may request (as detailed below
but not limited to), and the Bidder will make such information
available to Bank‘s appointed new Vendor or Bank Team as
designated by Bank
(ii)
not make any material changes to the level of Service or number of
employees assigned to perform functions for Bank under the
Agreement; and
(iii) The Bidder shall also provide documentation (in English) in electronic
editable form wherever available or applicable otherwise a single
hardcopy of all existing procedures, policies and programs required
to support the Services.
a) Create and share Operational work instructions detailing the step
by step tasks/activities and outcome of Bidder services
b) a description of all hardware and software, networks utilized in
providing the Services and the location of the same;
c) a description of all processes and procedures utilized in the
performance and monitoring of the services including list of all
events being monitored and the monitoring frequency;
d) accurate records and information, (complete to the extent
required by law and including contracts of employment or
service, pension records and job descriptions) in respect of all
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employees or contract staff engaged in the provision of the
Services who might transfer to Bank or a New Vendor;
e) job descriptions and detailed skill sets in respect of all employees
or agents of the Vendor (or any member of the Vendor Group)
who are otherwise engaged in the provision of the Services;
f) Information describing Bank‘s service requirements, Operational
work instructions and history in sufficient detail (at a transaction
level wherever possible) to form the basis of an invitation to
tender for services from Bank.
Listing of all third (3rd) party Vendors that have been directly relevant to
the provision of the Services and that may be the subject of a request by
Bank or the replacement Vendor for assignment, cancellation or
novation.
All trainings that the Bank feels are necessary to be imparted to the Bank
or its designees personnel, the same shall be scoped at no additional
charge.
Parallel Run
The Bidder agrees that the parallel-run shall continue for a period of six
months, post the notice period of six months, during which the Bidder shall
adequately supervise the hand-over the various components of the
Bidder‘s functions under this RFP.
Bidder must consult with Bank on any third party contracts between
Bidder and third Parties that are necessary or useful for Bank or a third
party to perform the Services and arrange for transfer or assignment of
such third party contracts that Bank wishes to have transferred or assigned
to Bank or a third party designated by Bank on commercially reasonable
terms mutually acceptable to both parties.
Warranties
All the warranties held by or in the name of the Bidder shall be assigned or
transferred ―As Is‖ in the name of the Bank. The Bidder shall execute any
and all such documents as may be necessary in this regard.
The parties shall return confidential information and will sign-off and
acknowledge the return of such confidential information.
Bidder shall provide all other services as may be agreed to by the parties
in connection with the reverse transition services. However, in case any
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other services, in addition to the above are needed, the same shall be
scoped and priced. Reverse transition services shall be charged based on
Bidder‘s then current time and materials rates.
The Bidder recognizes that considering the enormity of the assignment,
the transition services listed herein are only indicative in nature and the
Bidder agrees to provide all assistance and services required for fully and
effectively transitioning the services provided by the Bidder under this
tender and subsequent agreement, upon termination or expiration
thereof, for any reason whatsoever.
12.4 Acceptance Testing
Bank will carry out the acceptance tests for testing of software, computer
hardware and peripherals, system software, network equipment, other
equipment and other IT infrastructure supplied by the Bidder as a part of the
CBS project. The Bidder shall assist the Bank in all acceptance tests to be
carried out by the Bank.
Bidder shall inform their readiness for any pre/post-delivery inspection at least
15 days in advance. Inspection of the centralized application and data
base servers will be carried out at the DC/DRS/NLS. All reasonable facilities,
tools and assistance including access to drawings and production data
should be provided to Bank officials and the consultants during inspection.
There shall not be any additional charges for such inspection.
There will be an acceptance test by Bank or its nominated representatives
after installation of the systems. In case of discrepancy in hardware /
software supplied, Bank will invoke Liquidated Damages which will be equal
to the total cost of the hardware; Bank also reserves the right to cancel the
entire contract and the Bidder should take back their equipment at their
costs and risks. The test will be arranged by the Bidder at the sites in the
presence of the officials of Bank and / or its representatives. The warranty for
the equipments (including software and hardware provided by the Bidder
pursuant to this Agreement) will commence after acceptance testing.
The Installation cum Acceptance Test and Check certificates jointly signed
by representative of the bank and official or any consultant / auditor
appointed by Bank will be received at the office of Bank along with Bidder
invoice for scrutiny before taking up the request for consideration of
payment.
12.5 Ownership, Grant and Delivery
The Bidder shall procure and provide a non-exclusive, non-transferable,
perpetual license to the Bank for all the software to be provided as a part of
this project. Bidder can use the software/application at any of its branches
and office locations without restriction and use of software by service
providers on behalf of the Bank would be considered as use thereof by the
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Bank and the software should be assignable/ transferable to any successor
entity of the Bank.
The license shall specifically include right
A. To Use. (i) to use the executable code version of the Software and all
Enhancements, Updates and New Versions made available from time to
time solely for business operations of the Bank and its RRBs; (ii) to use the
Program Documentation for purposes of installing or operating the Programs
and supporting the use of the Software by the Bank and its RRBs; (iii) to use
the technical Training Materials for purposes of supporting users.
B. To Copy. (i) to copy the Software that operates on server systems to
support the maximum number of Users (ii) to make additional copies of the
Program Material for archival, emergency back-up, testing, or disaster
recovery purposes; and (iii) to copy the Program Documentation to support
its Users.
C. To work as interface: (i) to work with other Application Software packages
at the Bank as interface; (ii) to allow other application software packages at
the Bank to work as interfaces to the Software. If such interfacing requires
any modification or change to the Software, such modification or change
has to be carried out by the Bidder free of any additional License charge or
fees or expenses.
Delivery: The Bidder, at the time of installation shall deliver to the Bank
required copies of the object code version of the Software and the
associated Program Documentation including operation manual and
training material. The Bidder is required to deliver the detailed technical
design documents of the end state solution deployed at the Bank. The
Bidder, after customization shall deliver to the Bank required copies of the
object code version of the customized Software and the associated
Program Documentation including operation manual and training material.
The Bidder, after modifications, updates or new versions shall deliver to the
Bank required copies of the revised object code version of the latest
Software and the revised associated Program Documentation including
operation manual and training material. The Bidder after developing
workaround and customization codes outside the core software application
package shall deliver to the Bank required copies of the source code and
object code version of the work around components and the associated
Program Documentation including operational manual and training manual.
The Program Documentation shall consist of required number of User
Manuals per branch/office, Data Centre, Disaster Recovery site and Near
Line Site. The program documentation shall be supplied by the Bidder to the
Bank both in hard copy and soft copy forms (MS word format and HTML
Browser format). The operational manual shall be provided by the Bidder
under help menu in the software as dynamic online documentation/help
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files, wherever applicable. The object code version of the Software,
executables and required run-time files shall be on Compact Disc or on any
such media as desired by the Bank as may be applicable.
D. Rights: The Bidder shall ensure that the equipment (including hardware
and software) does not infringe third party intellectual property rights. If a
third party's claim endangers or disrupts the Bank‘s use of the software, the
Bidder shall be required to, at no further expense, charge, fees or costs to the
Bank, (i) obtain a license so that the Bank may continue use of the
equipment in accordance with the terms of this RFP and the Agreement and
the license agreement; or (ii) modify the equipment without affecting the
functionality in any manner so as to avoid the infringement; or (iii) replace
the equipment with a compatible, functionally equivalent and non-infringing
product; or (iv) refund to the Bank the amount paid for the infringing
software and bear the incremental costs of procuring a functionally
equivalent equipment from a third party, provided the option under the sub
clause (iv) shall be exercised by the Bank in the event of the failure of the
Bidder to provide effective remedy under options (i) to (iii) within a
reasonable period determined by the Bank at its sole discretion which would
not affect the normal functioning of the Bank. The Bidder shall have no
liability for any claim of infringement based on (i) a claim which continues
because of the Bank‘s failure to use a modified or replaced software that is
at least functionally equivalent to the software, or the Bank‘s failure to use
corrections, fixes, or enhancements made available and implemented by
the Bidder, despite notice of such failure by the Bidder in writing, (ii) any
change, not made by or on behalf of the Bidder, to some or all of the
software/deliverables supplied by the Bidder or modification thereof; or (iii)
the Bank‘s continued misuse of some or all of the software/deliverables or
any modification thereof despite notice from the Bidder of such misuse in
writing.
Wherever the Company proposes to procure Enterprise wide licenses, such
licenses should have no restriction or limitation on the number of branches,
offices, locations, users, transactions, policies, claims, environments.
12.6
Compliance with Laws
Compliance with all applicable laws: The Bidder shall undertake to observe,
adhere to, abide by, comply with and notify the Bank about all laws in force
or as are or as made applicable in future, pertaining to or applicable to
them, their business, their employees or their obligations towards them and
all purposes of this tender and shall indemnify, keep indemnified, hold
harmless, defend and protect the Bank and its employees/officers/staff/
personnel/representatives/agents from any failure or omission on its part to
do so and against all claims or demands of liability and all consequences
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that may occur or arise for any default or failure on its part to conform or
comply with the above and all other statutory obligations arising there from.
Compliance in obtaining approvals/permissions/licenses: The Bidder shall
promptly and timely obtain all such consents, permissions, approvals,
licenses, etc., as may be necessary or required for any of the purposes of this
project or for the conduct of their own business under any applicable Law,
Government Regulation/Guidelines and shall keep the same valid and in
force during the term of the project, and in the event of any failure or
omission to do so, shall indemnify, keep indemnified, hold harmless, defend,
protect and fully compensate the Bank and its employees/officers/staff/
personnel/representatives/agents from and against all claims or demands of
liability and all consequences that may occur or arise for any default or
failure on its part to conform or comply with the above and all other
statutory obligations arising there from and the Bank will give notice of any
such claim or demand of liability within reasonable time to the Bidder.
This indemnification is only a remedy for the Bank. The Bidder is not absolved
from its responsibility of complying with the statutory obligations as specified
above. Indemnity would be limited to court and arbitration awarded
damages and shall exclude indirect, consequential and incidental
damages. However, indemnity would cover damages, loss or liabilities
suffered by the Bank arising out of claims made by its customers and/or
regulatory authorities.
12.7 Assignment
The Bidder agrees that the Bidder shall not be entitled to assign any or all of
its rights and/or obligations under this tender and subsequent agreement to
any entity including Bidder‘s affiliate without the prior written consent of the
Bank.
If the Bank undergoes a merger, amalgamation, takeover, consolidation,
reconstruction, change of ownership, etc., this RFP/contract shall be
considered to be assigned to the new entity and such an act shall not affect
the rights of the Bank and the Bidder under this RFP.
12.8
Insurance
The Bidder shall procure insurance coverage to include comprehensive
general liability insurance, third party accident insurance and all risk property
insurance in respect of the deliverables and the services provided by the
Bidder under this tender and subsequent Agreement/Contract to insure the
deliverables and the Bank against losses arising out of this tender and
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subsequent Agreement/Contract and such insurance shall be valid until
such time they are delivered, installed, commissioned and accepted by the
Bank. Insurance coverage post the acceptance through to the period of the
contract will be independently done by the Bank.
The Bidder shall cause its insurers to issue certificates of insurance evidencing
that the coverage and policy endorsements required under this RFP are
maintained in force and that not less than thirty (30) days‘ written notice shall
be given to the Bank prior to any modification, cancellation, or non-renewal
of the policies. The Bidder shall provide copies of the insurance to the Bank.
The insurers selected by the Bidder shall be of good standing and authorized
to conduct business in all jurisdictions in which this tender and subsequent
Agreement/Contract is to be performed.
In the case of loss or damage or other event that requires notice or other
action under the terms of any insurance coverage, the Bidder shall be solely
responsible to take such action. The Bidder shall provide the Bank with
contemporaneous notice and with any other information that the Bank may
request regarding such event. The Bank shall provide to the Bidder
reasonable assistance and cooperation, at the Bidder‘s expense, with
respect to any insurance claim. The Bidder shall not hold the Bank
responsible for rejection of the insurance claims of the Bidder by the insurer.
The Bidder‘s obligation to maintain insurance coverage hereunder shall be in
addition to, and not in lieu of, the Bidder‘s other obligations hereunder, and
the Bidder‘s liability to the Bank shall not be limited to the amount of
coverage required hereunder.
12.9
Inspection of Records
All Bidder records with respect to any matters covered by this tender shall be
made available to the Bank or its designees at any time during normal
business hours, as often as the Bank deems necessary, to audit, examine,
and make excerpts or transcripts of all relevant data. Said records are
subject to examination. Bank would execute confidentiality agreement with
the Bidder, provided that the auditors would be permitted to submit their
findings to the Bank, which would be used by the Bank. The cost of the audit
will be borne by the Bank. The scope of such audit would be limited to
Service Levels being covered under this RFP and subsequent contract, and
financial information would be excluded from such inspection, which will be
subject to the requirements of statutory and regulatory authorities. The
Bidder‘s records and sites managed for the Bank shall also be subject to
Regulator/Bank inspection.
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12.10
Escrow Mechanism
The Bank and the Bidder shall mutually agree to appoint an escrow agent to
provide escrow mechanism for the deposit of the source code for all the
software applications of CBS Solution supplied/procured and the proposed
Critical Business Applications by the Bidder to the Bank in order to protect its
interests in an eventual situation. In case of a disagreement between the
Bank and the Bidder regarding appointment of an escrow agent, the Bank
shall appoint an escrow agent at its entire discretion which shall be final and
binding on the Bidder. The Bank and the Bidder shall enter into a tripartite
escrow agreement with the designated escrow agent, which will set out,
inter alia, the events of the release of the source code and the obligations of
the escrow agent. Costs for the escrow will be borne by the Bank. As a part
of the escrow arrangement, the final selected Bidder is also expected to
provide the source code along with detailed source code documentation
(including data structure) of all the software applications of CBS Solution and
other critical business solutions which have been duly reviewed by an
external independent organization.
The escrow arrangement suggested by the Bidder shall not be binding on
the Bank. The Bank reserves the right to explore alternate escrow
mechanisms based on the Bank's existing practices. The Bank and the Bidder
may enter into such escrow arrangement that is mutually agreed upon by
the two parties.
12.11
Publicity
The Bidder shall not make any press releases or statements of any kind
including advertising using the name or any service marks or trademarks of
the Bank regarding the contract or the transactions contemplated
hereunder without the explicit written permission of the Bank. The Bidder shall
not, use the Bank's name as a reference, without the express written
permission of the Bank first being obtained, and then only strictly in
accordance with any limitations imposed in connection with providing such
consent. The Bank agrees not to use the Bidder‘s trade or service marks
without the Bidder‘s prior written consent.
12.12
Solicitation of Employees
During the term of the Contract and for a period of two years after any
expiration of the contract period/termination or cancellation of the
Contract, both the parties agree not to hire, solicit, or accept solicitation
(either directly, indirectly, or through a third party) for their employees
directly involved in this contract during the period of the contract and two
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year thereafter, except as the parties may agree on a case-by-case basis.
The parties agree that for the period of the contract and two year
thereafter, neither party will cause or permit any of its directors or employees
who have knowledge of the agreement to directly or indirectly solicit for
employment the key personnel working on the project contemplated in this
proposal except with the written consent of the other party. The above
restriction would not apply to either party for hiring such key personnel who
(i) initiate discussions regarding such employment without any direct or
indirect solicitation by the other party; or
(ii) respond to any public advertisement placed by either party or its
affiliates in a publication of general circulation
12.13
Bidder’s Liability
The Bidder‘s aggregate liability in connection with obligations undertaken as
a part of the CBS project regardless of the form or nature of the action giving
rise to such liability (whether in contract, tort or otherwise), shall be at actual
and limited to the value of the contract. The Bidder‘s liability in case of
claims against the Bank resulting from misconduct or gross negligence of the
Bidder, its employees and subcontractors or from infringement of patents,
trademarks, copyrights or such other Intellectual Property Rights or breach of
confidentiality obligations shall be unlimited.
The Bank shall not be held liable for and is absolved of any responsibility or
claim/litigation arising out of the use of any third party software or modules
supplied by the Bidder as part of this RFP.
In no event shall the Bank be liable for any indirect, incidental or
consequential damages or liability, under or in connection with or arising out
of this tender and subsequent agreement or the hardware or the software
delivered hereunder, howsoever such liability may arise, provided that the
claims against customers, users and service providers of the Bank would be
considered as a direct claim.
12.14
Monitoring and Audit
Compliance with security best practices may be monitored by periodic
computer security audits performed by or on behalf of the Bank. The
periodicity of these audits will be decided at the discretion of the Bank.
These audits may include, but are not limited to, a review of: access and
authorization procedures, physical security controls, backup and recovery
procedures, security controls and program change controls. To the extent
that the Bank deems it necessary to carry out a program of inspection and
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audit to safeguard against threats and hazards to the confidentiality,
integrity, and availability of data, the Bidder shall afford the Bank's
representatives access to the Bidder‘s facilities, installations, technical
resources, operations, documentation, records, databases and personnel.
The Bidder must provide the Bank access to various monitoring and
performance measurement systems (both manual and automated). The
Bank has the right to get the monitoring and performance measurement
systems (both manual and automated) audited without prior
approval/notice to the Bidder.
12.15
Guarantees
Bidder shall guarantee that the software and allied components used to
service the Bank are licensed and legal. All hardware and software must be
supplied with their original and complete printed documentation.
The Bidder also undertakes to keep all the licenses in force till the expiry of the
contract period by renewing them as and when necessary. Bidders have to
note that the software warranty starts from the date of implementation and
go live of the software.
12.16
Force Majeure
The Bidder shall not be liable for forfeiture of its performance security,
liquidated damages or termination for default, if any to the extent that its
delay in performance or other failure to perform its obligations under the
contract is the result of an event of Force Majeure.
For purposes of this Clause, "Force Majeure" means an event explicitly
beyond the reasonable control of the Bidder and not involving the Bidder's
fault or negligence and not foreseeable. Such events may include Acts of
God or of public enemy, acts of Government of India in their sovereign
capacity and acts of war, revolution, civil commotion, riots, natural
calamities, etc.
If a Force Majeure situation arises, the Bidder shall promptly notify the Bank in
writing of such conditions and the cause thereof within fifteen calendar
days. Unless otherwise directed by the Bank in writing, the Bidder shall
continue to perform Bidder‘s obligations under the Contract as far as is
reasonably practical, and shall seek all reasonable alternative means for
performance not prevented by the Force Majeure event.
In such a case the time for performance shall be extended by a period(s)
not less than duration of such delay. If the duration of delay continues
beyond a period of three months, the Bank and the Bidder shall hold
consultations in an endeavor to find a solution to the problem.
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12.17
Resolution of Disputes
The Bank and the Bidder shall make every effort to resolve amicably, by
direct informal negotiation between the respective project managers of the
Bank and the Bidder, any disagreement or dispute arising between them
under or in connection with the contract.
If the Bank project manager and Bidder project manager are unable to
resolve the dispute after thirty days from the commencement of such
informal negotiations, they shall immediately escalate the dispute to the
senior authorized personnel designated by the Bidder and Bank respectively.
If after thirty days from the commencement of such negotiations between
the senior authorized personnel designated by the Bidder and Bank, the
Bank and the Bidder have been unable to resolve amicably a contract
dispute; either party may require that the dispute be referred for resolution
through formal arbitration.
All questions, claims, disputes or differences arising under and out of, or in
connection with the contract or carrying out of the work whether during the
progress of the work or after the completion and whether before or after the
determination, abandonment or breach of the contract shall be referred to
arbitration by a sole Arbitrator acceptable to both parties failing which the
number of arbitrators shall be three, with each side to the dispute being
entitled to appoint one arbitrator. The two arbitrators appointed by the
parties shall appoint a third arbitrator who shall act as the presiding
arbitrator. The award of the Arbitral Tribunal shall be final and binding on the
parties. The Arbitration and Reconciliation Act 1996 or any statutory
modification thereof shall apply to the arbitration proceedings and the
venue of the arbitration shall be Chennai.
If a notice has to be sent to either of the parties following the signing of the
contract, it has to be in writing and shall be first transmitted by facsimile
transmission by postage prepaid registered post with acknowledgement due
or by a reputed courier service, in the manner as elected by the Party giving
such notice. All notices shall be deemed to have been validly given on (i)
the business date immediately after the date of transmission with confirmed
answer back, if transmitted by facsimile transmission, or (ii) the expiry of five
days after posting if sent by registered post with A.D., or (iii) the business date
of receipt, if sent by courier.
12.18 This RFP document shall be governed and construed in accordance with
the laws of India. The courts of Chennai alone and no other courts shall
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be entitled to entertain and try any dispute or matter relating to or arising
out of this RFP document.
Corrupt and Fraudulent practice
As per Central Vigilance Commission (CVC) directives, it is required that
Bidders/Suppliers/Contractors observe the highest standard of ethics during
the procurement and execution of such contracts in pursuance of this
policy:
―Corrupt Practice‖ means the offering, giving, receiving or soliciting of
anything of value to influence the action of an official in the procurement
process or in contract execution.
―Fraudulent Practice‖ means a misrepresentation of facts in order to
influence a procurement process or the execution of contract to the
detriment of the Bank and includes collusive practice among Bidders (prior
to or after bid submission) designed to establish bid prices at artificial noncompetitive levels and to deprive the Bank of the benefits of free and open
competition.
The Bank reserves the right to reject a proposal for award if it determines that
the Bidder recommended for award has engaged in corrupt or fraudulent
practices in competing for the contract in question.
The Bank reserves the right to declare a Bidder ineligible, either indefinitely or
for a stated period of time, to be awarded a contract if at any time it
determines that the firm has engaged in corrupt or fraudulent practices in
competing for or in executing the contract.
12.19
Waiver
No failure or delay on the part of either party relating to the exercise of any
right, power, privilege or remedy provided under this RFP or subsequent
agreement/contract with the other party shall operate as a waiver of such
right, power, privilege or remedy or as a waiver of any preceding or
succeeding breach by the other party nor shall any single or partial exercise
of any right, power, privilege or remedy preclude any other or further
exercise of such or any other right, power, privilege or remedy provided in
this RFP all of which are several and cumulative and are not exclusive of
each other or of any other rights or remedies otherwise available to either
party at law or in equity.
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12.20
Violation of Terms
The Bank clarifies that the Bank shall be entitled to an injunction, restraining
order, right for recovery, specific performance or such other equitable relief
as a court of competent jurisdiction may deem necessary or appropriate to
restrain the Bidder from committing any violation or enforce the
performance of the covenants, obligations and representations contained in
this RFP. These injunctive remedies are cumulative and are in addition to any
other rights and remedies the Bank may have at law or in equity, including
without limitation a right for recovery of any amounts and related costs and
a right for damages.
12.21
Addition/Deletion of Qualified Offerings
Both parties agree that the intent of this tender is to establish an initial set of
service offerings. The Bank recognizes that, as the use of these services
expands, it is possible that additional services and/or service categories will
be needed. In addition, the Bank recognizes that from time to time,
hardware and software products that are provided as part of Bidder services
will be upgraded or replaced as technology evolve. Replacement and/or
supplemental hardware and software products that meet or exceed the
minimum proposal requirements may be added with the prior approval of
the Bank. For this purpose, a Change Order Procedure will be followed. Bank
may request a change order in the event of actual or anticipated change(s)
to the agreed scope of work, services, deliverables and schedules. The
Bidder shall prepare a change order reflecting the actual or anticipated
change(s) including the impact on deliverables schedule. The Bidder shall
carry out such services as required by the Bank. The terms of the contract
would apply to such incremental deliverables and services.
The Bidder shall agree that the price for incremental offering cannot exceed
the original proposed cost and the Bank reserves the right to re-negotiate
the price. At the unit rates provided for TCO calculations, the Bank has the
right to order as much as it wants at those rates. However, this excludes the
hardware to be provided by the Bidder at their cost due to under sizing.
The Bank is under no obligation to honor such requests to add service
categories or amend this contract.
As a method for reviewing Bidder services and Bank requirements, the Bank
will sponsor regular reviews to allow an exchange of requirements and
opportunities.
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All quantities mentioned in this RFP are indicative. The quantities of
components to be procured as part of this tender can be varied by the
Bank. This also includes the right to modify the number of source systems,
targets, reports & statements, dash boards, score cards, concurrent users
etc.
12.22
Service Level Agreement
Selected Bidder shall be required to sign Service Level Agreement (SLA)
covering all terms and conditions of this tender.
12.23
Liquidated Damages
Bank expects that the Bidder complete the scope of the project as
mentioned in section 7 – Project timeline of this document within the
timeframe specified. Inability of the Bidder to either provide the requirements
as per the scope or to meet the timelines as specified would be treated as
breach of contract and would invoke the Liquidated Damages clause. The
proposed rate of Liquidated Damages would be 0.5% of the entire project
cost/TCO per week of delay or non-compliance. Bank at its discretion may
apply this rule to any major non-delivery, non-adherence, non-conformity,
non-submission of agreed or mandatory documents as part of the Project.
Thereafter, at the discretion of the Bank, the contract may be cancelled.
Bank also has the right to invoke the Performance Guarantee. Liquidated
Damages on delay will be applicable when the delay is not attributable to
Bank and is attributable to the Bidder.
Inability of the Bidder to provide services at the service levels defined would
result in breach of contract and would invoke the Liquidated Damages
clause.
Notwithstanding anything contained above, no such Liquidated Damages
will be chargeable on the Bidder for the inability occasioned, if such inability
is due to reasons entirely attributable to Bank.
The maximum amount that may be levied by way of Liquidated Damages
pursuant to clause above shall not exceed 20% of the Total Contract value.
The Bidder agrees, confirms and acknowledges that, the aforesaid amount
represents a reasonable assessment made by the Bidder and Bank of the
damages likely to be caused to Bank owing to such breach on the part of
the Bidder, and therefore, represents the size of the liquidated damages
payable by the Bidder to Bank. The Bidder agrees, confirms and
acknowledges that the aforesaid amount is not in the nature of ―penalty‖.
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12.24
Information Ownership
All information processed, stored, or transmitted by Bidder equipment
belongs to the Bank. By having the responsibility to maintain the equipment,
the Bidder does not acquire implicit access rights to the information or rights
to redistribute the information. The Bidder understands that civil, criminal, or
administrative penalties may apply for failure to protect information
appropriately.
12.25 Sensitive Information
Any information considered sensitive must be protected by the Bidder from
unauthorized disclosure, modification or access.
Types of sensitive information that will be found on Bank system‘s the Bidder
may support or have access to include, but are not limited to: Information
subject to special statutory protection, legal actions, disciplinary actions,
complaints, IT security, pending cases, civil and criminal investigations, etc.
12.26
Privacy and Security Safeguards
The Bidder shall not publish or disclose in any manner, without the Bank's prior
written consent, the details of any security safeguards designed, developed,
or implemented by the Bidder under this contract or existing at any Bank
location. The Bidder shall develop procedures and implementation plans to
ensure that IT resources leaving the control of the assigned user (such as
being reassigned, removed for repair, replaced, or upgraded) are cleared
of all Bank data and sensitive application software. The Bidder shall also
ensure that all sub-contractors who are involved in providing such security
safeguards or part of it shall not publish or disclose in any manner, without
the Bank's prior written consent, the details of any security safeguards
designed, developed, or implemented by the Bidder under this contract or
existing at any Bank location.
12.27
Consortium of Vendors
Bidders may form a consortium and bid for the RFP, as it is Bidder‘s
expectation to implement the most appropriate hardware and software
products and maintain policies and procedures to serve the Bank. However,
in this case, Bank will deal with only the prime Bidder as a single point of
contact who shall have the sole responsibility for the entire assignment
irrespective of the fact that it is only the part of the consortium. Each Bidder
consortium shall name the Bidder who shall have the single point
responsibility for the consortium in their bid responses. The bid would be a
consortium bid if:
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The Bidder is proposing (as part of the solution) some products, which are
not owned by the Bidder;
The Bidder is proposing (as part of the solution) some services which are
provided on behalf of another vendor; or
The Bidder is proposing a product on behalf of another vendor.
In the case of a consortium of vendors responding to this RFP, the following
rules will be applicable:
The Bidder is required to provide proof that the Bidder is authorized to bid
with the products that it does not own. This would be in the form of a (copy
of) letter authorizing the Bidder from a duly constituted attorney as per
Appendix 07 – Manufacturers Authorization Form and/or a (copy of) backto-back agreement between the concerned parties.
The responsibility for the details presented in the responses will be with the
Bidder, which will form part of the final legal contract. The Bidder will be
totally responsible for delivering contractual services end-to-end and will be
a single point of contact; and
The responsibility for the commercial bid lies with the Bidder. Bank would only
deal with one party (the Bidder) on all commercial and legal matters.
The vendors who are a part of the consortium cannot be changed, without
the written permission of the Bank once the Technical and Commercial bids
have been submitted in response to the RFP by the Bidder.
It is expressly clarified that even in the case of a consortium; the selected
Bidder shall have the single-point responsibility/liability to ensure the
fulfillment of all obligations of the consortium vendors under the contract.
The inter-se arrangement amongst the members of the consortium shall not
affect the liability of Bidder in terms hereof.
The Bidder should provide a responsibility matrix for all sub-contracted
arrangements for the execution of this project.
The Bidder is expected to provide a status on responsibility matrix on a year
on year basis or if there is a change, whichever is earlier.
12.28 Confidentiality
―Confidential Information‖ means any and all information that is or has been
received by the Bidder (―Receiving Party‖) from the Bank (―Disclosing Party‖)
and that relates to the Disclosing Party; and is designated by the Disclosing
Party as being confidential or is disclosed in circumstances where the
Receiving Party would reasonably understand that the disclosed information
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would be confidential or is prepared or performed by or on behalf of the
Disclosing Party by its employees, officers, directors, agents, representatives
or consultants.
Without limiting the generality of the foregoing, Confidential Information shall
mean and include any information, data, analysis, compilations, notes,
extracts, materials, reports, drawings, designs, specifications, graphs, layouts,
plans, charts, studies, memoranda or other documents, or materials relating
to the licensed software, the modules, the program documentation, the
source codes, the object codes and all enhancements and updates,
services, systems processes, ideas, concepts, formulas, methods, know how,
trade secrets, designs, research, inventions , techniques, processes,
algorithms, schematics, testing procedures, software design and
architecture, computer code, internal documentation, design and function
specifications, product requirements, problem reports, analysis and
performance information, business affairs, projects, technology, finances
(including revenue projections, cost summaries, pricing formula), clientele,
markets, marketing and sales programs, client and customer data, appraisal
mechanisms, planning processes, etc. or any existing or future plans,
forecasts or strategies in respect thereof.
―Confidential Materials‖ shall mean all tangible materials containing
Confidential Information, including, without limitation, written or printed
documents and computer disks or tapes, whether machine or user readable.
Information disclosed pursuant to this clause will be subject to confidentiality
forever.
Nothing contained in this clause shall limit the Bidder from providing similar
services to any third parties or reusing the skills, know-how and experience
gained by the employees in providing the services contemplated under this
clause, provided further that the Bidder shall at no point use the Bank‘s
confidential information or Intellectual property.
The Receiving Party shall, at all times regard, preserve, maintain and keep as
secret and confidential all Confidential Information and Confidential
Materials of the Disclosing Party howsoever obtained and agrees that it shall
not use the Bank‘s confidential information or IPR, without obtaining the
written consent of the Bank.
12.29
Disclosing Party
The Disclosing Party shall disclose, transmit, reproduce or make available any
such Confidential Information and materials to any person, firm, company or
any other entity other than its directors, partners, advisers, agents or
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employees, sub-contractors and contractors who need to know the same for
the purposes of maintaining and supporting the Software provided as a part
of CBS project. The Receiving Party shall be responsible for ensuring that the
usage and confidentiality by its directors, partners, advisers, agents or
employees, sub contractors and contractors is in accordance with the terms
and conditions and requirements of this tender; or
Unless otherwise agreed herein, use of any such Confidential Information
and materials for its own benefit or the benefit of others or do anything
prejudicial to the interests of the Disclosing Party or its customers or their
projects.
In maintaining confidentiality hereunder, the Receiving Party on receiving
the Confidential Information and materials agrees and warrants that it shall:
Take at least the same degree of care in safeguarding such Confidential
Information and materials as it takes for its own confidential information of
like importance and such degree of care shall be at least, that which is
reasonably calculated to prevent such inadvertent disclosure
Keep the Confidential Information and Confidential Materials and any
copies thereof secure and in such a way so as to prevent unauthorized
access by any third party
Limit access to such Confidential Information and materials to those of its
directors, partners, advisers, agents or employees, sub-contractors and
contractors who are directly involved in the consideration/evaluation of the
Confidential Information and bind each of its directors, partners, advisers,
agents or employees, sub-contractors and contractors so involved to protect
the Confidential Information and materials in the manner prescribed in this
document
Upon discovery of any unauthorized disclosure or suspected unauthorized
disclosure of Confidential Information, promptly inform the Disclosing Party of
such disclosure in writing and immediately return to the Disclosing Party all
such information and materials, in whatsoever form, including any and all
copies thereof
The Receiving Party who receives the Confidential Information and Materials
agrees that on receipt of a written demand from the Disclosing Party,
immediately return all written Confidential Information, Confidential Materials
and all copies thereof provided to, or produced by it or its advisers, as the
case may be, which is in Receiving Party‘s possession or under its custody
and control
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To the extent practicable, immediately destroy all analyses, compilations,
notes, studies, memoranda or other documents prepared by it or its advisers
to the extent that the same contain, reflect or derive from Confidential
Information relating to the Disclosing Party
So far as it is practicable to do so, immediately expunge any Confidential
Information relating to the Disclosing Party or its projects from any computer,
word processor or other device in its possession or under its custody and
control
To the extent practicable, immediately furnish a certificate signed by its
director or other responsible representative confirming that to the best of
his/her knowledge, information and belief, having made all proper enquiries,
the requirements of this paragraph have been fully complied with
The rights in and to the data/information residing at the Bank‘s premises,
even in the event of disputes shall at all times solely vest with the Bank
The Bidder represents and agrees that during the term of this RFP and
subsequent contract or until the Bank takes over the Deliverables from the
Bidder, whichever is earlier, the Bank shall not be responsible for any
loss/damage (including malfunctioning or non-functioning of Deliverables)
caused to the Deliverables for any reason, unless such loss/damage
(including malfunctioning or non-functioning of Deliverables) is caused due
to the willful act or gross willful misconduct of the Bank or any of its personnel
as certified jointly by the Bank and Bidder. In such an event, the Bidder shall
promptly repair and/or replace the non-performing Deliverable with a
suitable replacement, if required, without affecting the service level
standards in this RFP.
The restrictions in the preceding clause shall not apply to:
Any information that is publicly available at the time of its disclosure or
becomes publicly available following disclosure (other than as a result of
disclosure by the Disclosing Party contrary to the terms of this document); or
any information which is independently developed by the Receiving Party or
acquired from a third party to the extent it is acquired with the valid right to
disclose the same
Any disclosure required by law or by any court of competent jurisdiction, the
rules and regulations of any recognized stock exchange or any enquiry or
investigation by any governmental, statutory or regulatory body which is
lawfully entitled to require any such disclosure provided that, so far as it is
lawful and practical to do so prior to such disclosure, the Receiving Party
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shall promptly notify the Disclosing Party of such requirement with a view to
providing the Disclosing Party an opportunity to obtain a protective order or
to contest the disclosure or otherwise agree to the timing and content of
such disclosure
The Confidential Information and Materials and all copies thereof, in
whatsoever form shall at all times remain the property of the Disclosing Party
and its disclosure hereunder shall not confer on the Receiving Party any rights
whatsoever beyond those contained in this document or subsequent
agreement
Confidential Information is any and all proprietary information disclosed by
one party to the other. Confidential Information does not include information
that is or becomes available to the recipient prior to the party providing such
information or is public information in accordance with the applicable laws.
Software in human-readable form (e.g. source code) and the Bank‘s data
values stored in computers will be considered Confidential Information
whether or not marked as such.
As the successful Bidder will have access to Bank specific
information/acquire business related knowledge which are sensitive,
confidential etc., the Bidder is required to sign confidentiality (Non –
Disclosure) agreement not to disclose or part with any information relating to
the Bank or its customers, vendors etc. to any person/s for any reason
whatsoever. The successful Bidder shall also undertake to keep confidential
all information (written or oral) concerning all facts of the business of the
Bank, which has been obtained or understood during the course of the
assignment.
The confidentiality obligations shall survive the expiry or termination of the
agreement/contract between the Bidder and the Bank.
12.30
Technological Advancements
The Bidder shall take reasonable and suitable action, taking into account
economic circumstances, at mutually agreed increase/decrease in charges,
and the Service Levels, to provide the Services to the Bank at a
technological level that will enable the Bank to take advantage of
technological advancement in the industry from time to time.
12.31
Intellectual Property Rights
The Bidder claims and represents that it has obtained appropriate rights to
provide the Deliverables upon the terms and conditions contained in this
RFP. The Bank agrees and acknowledges that save as expressly provided in
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this RFP, all Intellectual Property Rights in relation to the Software and
Documentation and any adaptations, translations and derivative works
thereof whether protectable as a copyright, trade mark, patent, trade
secret design or otherwise, provided by the Bidder during, in connection with
or in relation to fulfilling its obligations under this RFP belong to and shall
remain a property of the Bidder or its licensor.
During the term of this project and, if applicable, during the Reverse
Transition Period, Bank grants Bidder a right to use at no cost or charge the
Software licensed to the Bank, solely for the purpose of providing the
Services.
The Bidder shall be responsible for obtaining all necessary authorizations and
consents from third party licensors of Software used by the Bidder in
performing its obligations under this project. The Bidder shall also be
responsible for renewal of all such licenses from time to time during the
contract period. The Bidder shall quote for all such renewals in the
commercial bid and in case the Bidder fails to quote for renewal of any
licenses in the bid, the Bidder shall renew such licenses at his cost and the
bank shall not pay for other than the commercials mentioned in the price
bid. The Bidder shall under no circumstances, allow any license to expire and
allow any software to be out of support during the contract period.
If a third party's claim endangers or disrupts the Bank‘s use of the Software,
the Bidder shall at no further expense, charge, fees or costs to the Bank, (i)
obtain a license so that the Bank may continue use of the Software in
accordance with the terms of this tender and subsequent Agreement and
the license agreement; or (ii) modify the Software without affecting the
functionality of the Software in any manner so as to avoid the infringement;
or (iii) replace the Software with a compatible, functionally equivalent and
non-infringing product.
12.32
Bureau of Indian Standards (BIS) compliance
As per the current information with the Bank, the Government of India has
extended the deadline for Bureau of Indian Standards (BIS) certification with
respect to imported electronics products till January next year. However,
keeping in mind this compliance requirement throughout the tenure of the
requirement, the bidders are expected to comply with the BIS certification
requirement as & when it will be applicable, for the products (Hardware,
software or any other that falls in the BIS certification requirement) being
supplied & implemented as the part of this contract scope.
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