RFP for Onsite Technical Support for Base24 ATM Switch
Request for Proposal
For
Onsite Technical Support
(Facility Management) 24X7X365
Services for Bank’s
Base24 ATM Switch
Union Bank of India
Technology Centre, AdiShankaracharyaMarg (JVLR),
Opp. Powai Lake, Powai, Andheri (East),
Mumbai – 400 072
Page 1 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
ADVERTISEMENT
UNION BANK OF INDIA
Department of Information Technology, Central Office, Mumbai
TENDER NOTICE
The Bank invites proposals (technical and commercial) from interested bidders for
availing Onsite Technical Support (OTS) facility management services on 24X7X365
basis for its Base24 ATM Switch at Bank’s premises in Mumbai as per details listed
out in the document. Please visit our website www.unionbankofindia.co.in or
Government portal (www.tenders.gov.in) for details. RFP document can be
downloaded from the website.
Page 2 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
Bid Details
Start date and time
10th June 2015 11:00 AM
Last date for clarifications/
17th June 2015 till 17.00 hrs
queries on RFP
Last date and time for
nd
Receipt Of Bidding Document 02 July 2015 by 4.00 p.m.
Date and Time of Technical
02nd July 2015 at 4.15 p.m.
Bid Opening
Place of opening of Bids
Union Bank of India, Department of Information
Technology, Technology Centre,2nd Floor,1/1AAdi Shankaracharya Marg, Opp. Powai Lake,
Powai, Mumbai-400072.
Address for communication
As above
Tel:(022) 2571 0205 / 0250 /222
RFP cost
` 5,000.00 in the form of Demand Draft in favor
of Union Bank of India, payable at Mumbai. The
Demand Draft should be submitted at the time
of bid submission.
EMD
` 1,00,000.00 in the form of Demand Draft in
favor of Union Bank of India, payable at Mumbai.
EMD can also be paid in the form of BG (valid for
a period of at least 180 days) of scheduled
commercial Bank. EMD should be enclosed in
Technical Bid.
Contact to Bidders
Interested Bidders are requested to send the
email to:
rakeshkmittal@unionbankofindia.com
kmr@unionbankofindia.com
atmswitch@unionbankofindia.com
nbandi@unionbankofindia.com
Containing following information, so that in case
of any clarification same may be issued to them:
Name of company, contact person, Mailing
address with Pin Code, Telephone No., Fax
No., email address, Mobile No. etc.
Page 3 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
Contents
Bid Details ........................................................................................ 3
1 Introduction ...................................................................................................................... 6
2
Objectives of the RFP...................................................................................................... 6
3
Scope of work ................................................................................................................... 7
4
Eligibility Criteria ........................................................................................................... 17
5
Terms and Conditions .................................................................................................... 17
6
Contract with the Vendor ............................................................................................. 18
7
Two Part Tender............................................................................................................. 18
8
Overview of Evaluation Process................................................................................... 19
9
No Erasures or Alterations ............................................................................................ 19
10
Modification and/or Withdrawal of Bid .................................................................. 19
11
Bid Validity .................................................................................................................. 20
12
Right to alter RFP ....................................................................................................... 20
13
No Commitment to Accept Lowest or Any Tender ............................................... 20
14
Cost of RFP .................................................................................................................. 20
15
Bid Earnest Money Deposit (EMD) ............................................................................ 21
16
Price composition ....................................................................................................... 21
17
No Price Variation ...................................................................................................... 21
18
Opening of Offers ....................................................................................................... 22
19
Project period ............................................................................................................. 22
20
Payment Terms ........................................................................................................... 22
21
Penalties for extended downtime ........................................................................... 23
22
Order Cancellation ..................................................................................................... 24
23
Operations team size proposed ............................................................................... 24
24
Rules for Re-auction .................................................................................................. 25
25
Bidders’ Obligations ................................................................................................... 26
26
Limitation on promotion ........................................................................................... 26
27
Governing Law and Resolution of Disputes ............................................................ 26
28
Force Majeure ............................................................................................................. 27
29
Indemnity ..................................................................................................................... 27
30
Limitation of Liability ................................................................................................ 27
31
Patents Rights ............................................................................................................. 28
32
Confidentiality ............................................................................................................ 28
33
Other terms and conditions ...................................................................................... 29
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RFP for Onsite Technical Support for Base24 ATM Switch
34
Performance Bank Guarantee .................................................................................. 29
TECHNICAL OFFER ............................................................................. 30
35
ANNEXURE .................................................................................................................... 30
1.1
ANNEXURE – A (Compliance to Eligibility Criteria) ............................................... 30
1.2
ANNEXURE – B (Bidder Information) ........................................................................ 32
1.3
ANNEXURE – C (Profile of Resources) ...................................................................... 34
1.4
ANNEXURE – D (Profile of Technical Resources) ................................................... 35
1.5
ANNEXURE – E (Letter to be submitted by bidder) ............................................... 36
1.6
ANNEXURE – G (Letter of Undertaking on Company Letter head) ..................... 37
1.7
ANNEXURE – G (Compliance Statement)................................................................. 38
1.8
ANNEXURE – J (Bank Guarantee Format) ............................................................... 39
1.9
ANNEXURE – H (Confidentiality –cum- Non Disclousure Agreement) ................. 41
1.10
ANNEXURE - I (Resource Details).......................................................................... 45
1.11
ANNEXURE – J (Check List – Technical Bid) ........................................................ 46
1.12
ANNEXURE – J (Commerical Bid) .......................................................................... 47
1.13
ANNEXURE – L (Not Blacklisted company format) ............................................. 48
1.14
ANNEXURE – M (Compliance to RFP terms & conditions) ................................. 49
1.15
ANNEXURE - F (Reverse Auction Process) ........................................................... 50
1.16
ANNEXURE - F-1 (Reverse Auction Compliance Statement) ............................ 57
1.17
ANNEXURE - F-2 (Reverse Auction – Participation letter) ............................... 58
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RFP for Onsite Technical Support for Base24 ATM Switch
UNION BANK OF INDIA
1
Introduction
Union Bank of India, headquartered at Union Bank Bhavan, 239, Vidhan Bhavan
Marg, Nariman Point, Mumbai – 400020, having its Technology Centre at 1/1A,
Adi Sankaracharya Marg, Opposite Powai Lake, Andheri East, Mumbai – 400072, is
one of the top five public sector banks in India. Bank has over 4100+ CBS
branches and 6500+ ATMs installed across the country.
Union Bank of India is also sponsoring the RRB - Kashi Gomti Samyut Gramin
Bank, which is having 400+ CBS branches with 35 ATMs.
2
Objectives of the RFP
Bank has currently deployed around 6500+ ATMs (Automated Teller Machines) /
Bunch Note Acceptors (BNA) under Owned and OPEX models installed across
India.
Bank is currently using BASE24 classic version 6.0.10 with XPNET version X3.104
and TSS version v07.4 on HP Non-Stop Server both at its Data Centre at Mumbai
and Disaster Recovery Site at Bangalore. Golden Gate tools are being used for
replication to DR system
All ATMs of the Bank of different makes are connected to the central Base24 ATM
Switch through different connectivity mediums like Leased line, VSAT, RF, CDMA
etc. Bank also has 2 HSM Thales 8000 & payshield 9000 for PIN Verification and
TSS (Transaction Security Services Software, Version 5.4) for Keys Validation.
Bank’s DR site located at Bangalore is in Active/Passive mode and has 2 HSM
Thales 8000 & payshield 9000. Bank is issuing Visa, MasterCard and RuPay cards
to its customer.
Bank is providing ATM Services to Regional Rural Banks (RRB’s) through the
existing BASE24 setup.
Presently Base24 drives ATM/BNA devices. The ATM and POS issuer and on-us
transactions are routed through Base24. Bank does not drive its own POS
Machines but has outsourced its POS acquiring business. The E-Commerce
transactions are routed through other entities on behalf of the Bank.
Bank intends to avail services of a Bidder of repute having proven expertise,
experience and competence in the field of providing Onsite Technical Support at
Base24 ATM Switch and therefore technical and commercial bids are invited from
eligible bidders for the said services as per the terms and conditions mentioned
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RFP for Onsite Technical Support for Base24 ATM Switch
hereunder. The bidders will have to submit the technical and commercial bids
only in physical copy and not in any other mode of submission.
Bank will not accept any deviations from the terms and conditions specified in
the tender. Deviations could result in disqualification of the offer made by the
vendor at the discretion of the Bank.
3
Scope of work
3.1 The Bidder should be capable of providing the support engineers who can
perform services as per the Scope of Work explained under this Section. The
services required by the Bank are OTS (Facility Management) services for its
Base24 ATM Switch on 24X7X365 basis. The vendor would ensure availability of
trained dedicated personnel for services mentioned in the Scope of Work. Details
of the workforce to be provided as per Annexure “D”.
3.2 The personnel (Level 1 engineers) to be deployed must be minimum graduate
with at least 1 year of IT experience in the field of Base24 ATM Switch Onsite
Technical Support services. Level 2 engineers (Team Leader) to be posted at
Bank must be minimum graduate with at least 2 year of IT experience in field of
Base24 ATM Switch.
3.3 All the resources to be deployed at the ATM Switch will be subject to approval by
the Bank. Bank reserves the right to interview the personnel including Team
Leader intended to be deployed for OTS (Facility Management) services at Bank’s
site and if not found suitable may reject them. Vendor has to ensure deployment
of academically good, technically sound and competent personnel to smoothly
handle the Base24 ATM Switch operations at the Bank’s site. Bidder should also
ensure that resources to be deployed at Bank’s site should be sufficiently trained
to handle inbound and outbound calls to and from Bank officials, vendors and
customers in a courteous and patient manner.
3.4 The Bidder should have sufficient resources and manpower rendering of OTS
(Facility Management) services as per the Scope of Work for a minimum period of
7 years. Presently, Bank proposes to deploy a total of 8 resources which would
include six (6) “Level One” resource and two (2) “Level Two” (Team Leader)
resource. These resources would provide the Onsite Technical Support (OTS) on
round the clock basis at Bank’s ATM Switch Department located at 1/1A, Adi
Sankaracharya Marg, Opposite Powai Lake, Andheri East, Mumbai – 400072. The
number of engineers mentioned is for meeting Bank’s daily requirements only.
Bidder has to make arrangements for leave / attrition etc.
3.5 Through this RFP, Bank proposes to select a bidder for availing OTS (Facility
Management) services for a minimum period of 7 years. However, the
arrangement would be subject to yearly review by the Bank and in case, at any
point of time during the 7 years period of contract, the services rendered by the
Successful Bidder are observed by the Bank to be deficient in terms of the terms
and condition of Contract, Bank may choose to take punitive action including but
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RFP for Onsite Technical Support for Base24 ATM Switch
not limited to levy of penalties, invocation of Performance Bank Guarantee and
termination of the Contract.
3.6 Upon completion of 7 years period, Bank reserves the right to extend contract for
additional period of 3 years at the same terms & conditions subject to mutual
agreement. At the expiration / termination of the Contract, the successful
bidder will provide hand holding training / knowledge transfer to Bank’s officials
or Bank’s nominated entity/vendor to maintain continuity of services for at least
three months.
3.7 In case of any disaster/exigency, the Bidder should be capable of providing OTS
support from Bank’s DR Site in Bangalore.
3.8 Bank’s BASE24 ATM Switch is providing the following services to the customers
through the ATM channel:
Cash withdrawal
Balance inquiry
Mini-statement
Fast Cash
PIN Change
Cash deposit
Fund transfer
Bill payment
Tax Payments
Cheque / Statement Request
NEFT through ATM
Card to Card fund transfer
Multilingual screens
Multilingual printing of receipt
Admin card functionality for cash replenishment and other EOD
functions.
xvi. Aadhar seeding.
xvii. Cardless cash deposit.
xviii. CRM/Internet Banking Services
xx.
Biometric based Authentication
xxi. IMPS through Switch
xxii. Prepaid Card transaction
xxiii. Mutual Fund payment
xxiv. Bunch Note Acceptor (BNA)
xxv. e-cash
xxvi. Cash Recycler at BNA
xxvii. ATM facility for Visually Impaired Cardholders
xxviii. Any other related service that may be added by the Bank in future
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
x.
xi.
xii.
xiii.
xiv.
xv.
3.9 The BASE24 ATM Switch is connected to the following hosts / Interchanges /
Interfaces
i.
NFS (connectivity with NPCInet for ATM/PoS transaction through
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RFP for Onsite Technical Support for Base24 ATM Switch
NPCI network)
FSSNeT for Payment Gateway / mPay services
ii.
iii.
MasterCard/Visa Interface Processor through FIS (Interface of ATM
Switch with MasterCard/Visa network) & Rupay card Interface with
NPCI for ATM, POS issuer and POS On-us transactions
FSS ITAX Server through FSSNet
Electra Card Server for MasterCard Secure code
VIGL (ATOS) (connectivity with Credit Card Server)
Multi Host Interface for IVR interface with Call Center & CRM
EMS Feed Server for the ATM Managed Service vendors and
Total Outsourced (MoF) vendors
Central Bancs Connect (CBC)
iv.
v.
vi.
vii.
viii.
ix.
The BASE24 ATM Switch is connected to the following Peripherals 2 nos. at DC &
2 nos. at DR Site
i. Thales HSM 8000 & payshield 9000
Bank may add related services, hosts, interchanges, interfaces, peripherals in the
future which would also be part of the Scope of Work for the successful bidder.
3.10 Bank has its solution for Settlement of transactions by using the files i.e.
Transaction Log File (TLF), POS Transaction Log File (PTLF) and Interchange Log
File (ILF) extracts.
3.11 The scope of the required services does not include the modification /
Customization of the source code of Base24 Application.
3.12 Onsite Technical Support services (OTS) to be provided at Base24 ATM Switch
A. ATMs Related:
Addition of New ATMs at Base24 ATM Switch deployed by the Bank and other
entities like Bank’s sponsored RRBs(Regional Rural Banks)/MoF vendors.
ATM Status Monitoring and problem reporting
Interacting with various offices of the Bank including its Circle Offices,
Branches, Head Office Divisions and the customers of the Bank etc,
telephonically, through emails and other communication channels with
respect to queries in relation of ATM installation, Base24 ATM Switch
Transactions and other Base24 ATM Services.
Setting parameter in BASE24 at the time of adding ATMs in the network.
ATM Config file changes for various reasons like Screen Changes, receipt
Foot note changes, Header & footer level changes, Changes in Cassette
Configuration of ATMs, IP Address changes etc in co-ordination
with Bank officials from Delivery channels, Branches, Offices and
the engineers on site etc.
Deletion of ATMs from Base24
Coordinating and receiving calls from Vendors/offices pertaining to
TMK (Terminal Master Keys) related issues, downloading of Config files for
ATMs, sending test messages for connectivity, network related issues,
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RFP for Onsite Technical Support for Base24 ATM Switch
machine level issues, to download related issues / Mass download in case
of addition of any new or modified functionality, ATM status and transaction
status
TM (Terminal Master) Keys in Transaction Security Services related issues
Managing EMS feeds for MoF ATMs through EMS (Event management
System) Feeds Server
Escalation Matrix to be strictly adhered to while reporting problems.
Any other related service
B. Host Related
Adding /deleting new HOST station in the network
Adding/Deleting ATMs
Host stations monitoring and problem reporting.
Configuring new processes:
• Configure new process such as “AUTH (Authorization)”, “HISO (ISO
Host Interface)”, “DEVICE HANDLER”, “NPCI BICI ( BASE 24
Interchange Interface) for ATM, NPCI BICI for RuPay etc. depending
upon the increase in transaction volume.
Liaison with Bank officials:
• For ATM/HOST connectivity to switch and checking the
response at ATM/HOST.
Problems related to networking issues will be escalated to the Bank.
Bank in turn to take up the matter with the vendor for resolving the issue
Any other related service
C. Biometric ATM related
Addition of Biometric ATM on switch
Checking the transaction’s pertaining to biometric
Any other related activity asked by the Bank to perform
D. Card Related
Attending to Branch queries related to Cards and resolving the same
either by replying mails or via telephonic conversation.
Hot listing of cards for the call and mail received from the customer,
branch, Cyber Crime and Bank delivery channel officials.
Providing the cards status to customer, branch, and Fraud Risk Management
(FRM) and Bank delivery channel officials.
CAF (Cardholder Authorization File) related queries and support in
rectifying the problems in CAF refresh encountered, if any.
Any other related activity
E. Transaction Related Onus/Remote onus/Off us:
Checking SAF (Store And Forward) position and resolve problems if any
Inform Bank regarding any discrepancies reported by BASE24
Resolve, general queries / problems related to transactions
Providing following transactions details to Bank/DFS Vendors
•
Partial Dispense transaction
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RFP for Onsite Technical Support for Base24 ATM Switch
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Reversal Transaction
Timed-out transaction
Admin transaction while balancing ATMs.
Problems relating to Screen / Screen flow at ATMs.
Fund Transfer
Bio Metric transaction
Card to Card Transfer
MASTER CARD SECURE Transaction (for 3 D Secure transactions)
Customer Complaint
Direct Tax Payments
Cheque Book / Statement Request
Credit Card transaction
PoS Transaction
IRCTC Transaction
BILL DESK Transaction
Master card / VISA Transaction
NPCI Issuer Transaction
NPCI Acquirer Transaction
Above list is not exhaustive and may include other types of transactions which may take
place through Bank’s ATM Switch.
F. BASE24 BACKUP, DISK CLEANING AND RESTORATION
Backup:
•
•
•
•
•
•
Disk Space monitoring & cleaning:
•
•
•
•
•
•
Backup to be taken daily and other regular interval of time fixed
by the Bank. This regular interval will normally be more than a day.
Running the system backup Daily, weekly and Monthly Backup as
per the requirement
Support in rectifying Back-up related problems encountered, if any
Problems encountered during backup shall be reported to Bank
immediately.
Integrity testing and restoration of Backup as per requirement of the
Bank
Any other related activity
Using Disk Space Analysis Program (DSAP) (macros process) periodically
monitor disk space utilization
Cleaning the data disks after taking appropriate backup.
Retrieval of Old Back up related to ATM Switch operations for
generation / Printing of old reports or for any other purpose.
Report with respect to Disk space utilization and cleaning, if any,
shall be provided to bank on weekly basis.
Running DCOM(De Compression- macro) on Disk
RESTORATION:
•
Restoration of Tapes as per requirements to ensure the
availability of data backup with the Bank
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RFP for Onsite Technical Support for Base24 ATM Switch
•
Any other related service
G. Base 24 Reports:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Cashin report
Offline transaction report
Security camera report (through Prognosis)
CPU Utilization report
Nokia Obopay card transaction report
FIS Transaction hits report
FSS Transaction hits report
ATMs having more than 20 Reversal transaction report
POS transaction report
ATM status report
Debit card expiry report
End cash report for all vendor ATMs
CRIS report (IRCTC)
IRCTC transaction report
Debit card hotlist through IVR channel report
Billpay report
Total active cardbase report
Total cardbase report
FIS Transaction log report
FSS Transaction log report
Total cash dispense report
Transaction hits report
NFS transaction count report
Withdrawal transaction report
Reconciliation report
Transaction summary report
Chequebook & statement request report
Card Annual Fee (CAF) Report
Credit card transaction report
Visa/ Master/Rupay card transaction report
Card hotlisting report
MPAY report
DC-DR Sync REPORT
PIN generation through IVR report
TLF segregation report
Full transaction (withdrawal) report
PTLF Extract report
Branch wise UBI ONUS Transaction count report
Branch wise UBI issuer Transaction count report
NCR cutover report
PRIZM cutover report
MPHASIS cutover report
Card to Card fund transfer report
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RFP for Onsite Technical Support for Base24 ATM Switch
•
•
•
•
•
•
•
International ATM transaction report
International POS transaction report
Hindi & English Language transaction hits report
ATM financial & non financial transaction REPORT
Suspect & Hardware reversal transaction report
Aadhar card seeding report
PAYTM report
H. HP NON STOP Server RELATED
Monitoring health status daily
Processor Status Monitoring – Daily at regular intervals.
Monitoring CPU through SYSBUSY- process to check CPU Utilization
Tandem disk space monitoring
Monitoring of Tandem Resource utilization though Bank’s Monitoring
Software
Timely escalation to the concerned authorities within the bank in case the
Any other related activity
system starts flashing signs of irregular behavior
I. Base24 Switch Related
Monitoring Processes for
• Node Monitoring
• ATM Auth Process
• FSSNeT BICI
• NPCI ATM BICI
• POS BICI
• DPC (Data Processing Center) 999
• LINK
• HISO (ISO Host Interface)
• ISLO (Atalla‟s process)
• RTAU (Routing Authorization)
• HPDH (Hypercom POS Device handler)
• MDS
• C2C (Card 2 Card)
• BIOMETRIC
• CREDIT CARD
Process Status Monitoring – Daily at regular intervals
SAF (Store and Forward) Monitoring at the regular interval
EMS Monitoring (warning messages on the EMS (example file size
usage %age, etc) should be immediately communicated to the Bank)
RTAF (Remote Transaction Accumulation File) Monitoring
New BIN addition/ deletion as per Bank’s requirements
SPROUT build (Refreshing Acquirer BINs)
Addition of processes/ports/stations etc. for load distribution
Monitoring the queues in the BASE24 System and resolution of queue
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RFP for Onsite Technical Support for Base24 ATM Switch
related issues
Transaction monitoring through Bank’s Monitoring Software
Cutover monitoring for (ATM, POS, IDF (Institution Definition
File), ICFE (Interchange Configuration File)) and resolution of cutover
issues
Cross checking the files like TLF, PTLF, ILF (Interchange Log File)
Performance tuning of Production and DR the system before month end
Configuration/Parameter level changes of Base24 System
Base 24 session monitoring for users
NEF(Network Environment File) and Transaction Security Services
file sync to DR on daily basis
Spooler Status Monitoring – Daily at regular intervals
Monitoring Spooler and deleting unwanted jobs / Monitoring Disk
Space
Timely escalation to the concerned authorities within the bank
in case the system starts flashing signs of irregular behavior
Maintenance of Test Environment
Support for UAT
Audit Log
Problems related to networking issues will be escalated to the
Bank. Bank in turn to take up the matter with the vendor for
resolving the issue
Monitoring status on lines dedicated for external devices such as
•
•
•
•
•
•
•
Host Security Module
Inform & co-ordinate with Bank and vendors, in case of
problems are reported
Monitoring C2C (Card 2 Card), EMS Splitter, Biometric
Application etc.
Assistance in solving the problem from various sources – Bank’s
Monitoring Software.
Monitoring extractor and replicator for data replication at the
DR Tandem server
Monitoring health of DR Tandem from primary site.
Support during DR drill server
J. Screen related services:
Testing of screens and their deployment in production
Changes in Logo/Screen and their testing and deployment
Festival greeting screens, testing and deployment
K. Telephonic support related:
Handling transaction related queries from delivery channels and
branches
Handling ATM related queries
Handling card related queries
Handling report /interchange related queries from delivery channels
/ branches
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RFP for Onsite Technical Support for Base24 ATM Switch
L. 24X7 Help Desk support:
For problems that the OTS resources deployed at the bank’s premises
are not in a position to solve immediately.
Help Desk of service provider would be available to the OTS resources
on a 24X7 basis and would be manned by technically qualified
personnel.
M. Transaction Security Services (TSS) and HSM Related:
Monitoring Thales Host Security Module
TSS Process monitoring
ISLO process monitoring
Problems related to networking issues will be escalated to the Bank. Bank in turn
to take up the matter with the vendor for resolving the issue
N. Any other related activity:
All the above activities will be carried out at the Bank’s ATM Switch Department located
at Powai at a single location for better coordination and maximum of work force deployed by
Vendor.
O. Execution of DR Drills: Execution of DR Drills and provisions of associated
support at the time of DR Drills. No separate charges for execution of DR
Drill at any time.
Pre Cut over Activities
Cut over to DR system
Operations Support
Switch over to Production System
Prepare an analysis report on the same (related to Time taken etc)
Verify the reports across both the Production Tandem and the DR
Tandem
GGS (Golden Gate Software) support
Monitor the replication activity across both systems
Problems encountered during DR Drill shall be reported to bank
immediately, if any
Any other related activity
P. Interchange related services:
Support services related to MasterCard/ Visa interchange on day to day
activities (except implementation of new interchanges, products)
Monitoring and resolving issued for Bank’s sharing arrangements
with other banks through ASP for all issues including Network/ connectivity
Checking the status of system and cutover Monitoring for ATM and BICI
Network. (Network Link and all related processes, mainly at night)
BICI Network
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RFP for Onsite Technical Support for Base24 ATM Switch
Q. MAILS
Monitoring status of Lines, TCP/ IP Ports and Host Security
Module
Timely escalation of problems
Any other related activity asked by the Bank to perform
Reply to ATM Switch Queries
Reply to Debit Card Queries
Reply to braches Queries
Others Mails
R. Fraud Risk Management
Checking Cyber Crime related mails and Provide information as per
requirement of the Bank to the Fraud Risk Management Team (FRMT) for the
resolution of disputed transactions
Reporting of all the cases to the FRMT\other Depts. of the Bank on
weekly and monthly\or at other intervals as required by the Bank
Any other related activity
S. Prognosis Bank is monitoring the live status of the ATMs through Prognosis and
hence the vendor/bidder should be able to support /troubleshoot any
issues related to Prognosis.
T. Advisory Services Providing assistance to the Bank and it officials interacting with other
agencies for sharing, tie-ups, product services etc.
U. Assistance in case of audit by regulators If any regulators like RBI decides to have an audit of operations of
the bank then services provider, through its OTS team deployed within the bank’s
premises would extend all possible support to the bank officials in order to help
them to meet the regulatory requirements.
V. Migration on another Switch In case, at any point of time bank migrates to another switch which is
different from the existing setup, the vendor/bidder should continue to provide onsite
technical support for the new switch.
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RFP for Onsite Technical Support for Base24 ATM Switch
4
Eligibility Criteria
The Bank will use the following as pre-qualification criteria. Only those service
providers fulfilling these criteria should respond to the tender:
4.1
The bidder should be a registered company in INDIA as per the Companies
Act and have its registered office within the jurisdiction of INDIA.
4.2
The Bidder should be in operating profit excluding interest and taxes during
any two of the last three financial years i.e. 2012-13,2013-14 and 2014-2015
(Please provide audited annual reports, Balance Sheet, Profit and Loss
Accounts for the same. In case the annual reports of the last financial year
are not audited or financial year is not completed, the Bidder shall provide
audited annual reports for the previous three financial years).
4.3
Bidder should have provided Onsite Technical Support (OTS) services for
Base24 ATM switch to at least one Scheduled Commercial Bank in India
during the last one year (immediately preceding the last date of submission
of the bids) which has a minimum installed base of 1000 ATMs at the time of
submission of bids. Bidder to provide performance certificate/experience
certificate for the above experience from the Bank in which such services
were provided.
4.4
The bidder should have at least 25 dedicated IT professionals/engineers who
can provide Onsite Technical Support services on Base24 ATM Switch system
on its rolls having the qualifications as defined in Annexure – D.
4.5
The bidder should not have been black listed by any of Government
Authority or Public Sector Undertaking (PSUs). The bidder shall give an
undertaking (on their letter head) that they have not been black listed by
any of the Govt. Authority or PSUs. In case, in the past, the name of their
Company was black listed by any of the Govt. Authority or PSUs, the name
of the company or organization must have been removed from the black list
as on date of submission of the tender, otherwise the bid will not be
considered (Please submit the declaration as per Annexure - L).
4.6
The bidder should have at least one operating office located in Mumbai
(India).
Bidder should submit proof in support of above mentioned criteria while
submitting the proposal. Vendors who do not fulfill the above criteria or who fail
to submit proof will be rejected at the beginning itself. The cutoff date will be
the date of submission of RFP.
5
Terms and Conditions
5.1 The Bidder should submit bid solely and no consortium bidding is allowed.
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RFP for Onsite Technical Support for Base24 ATM Switch
5.2 The Bidder should provide Company’s Information on the number of Technical
Resources /Support engineer on the roll of the company at the time of
submission of bid as per Annexure-"C"
6
Contract with the Vendor
6.1 Bank will enter into a contract with the selected bidder. The contract needs
to be signed within 30 days from the date of acceptance of purchase order.
Payment will not be released in absence of signed contract. Consortium
bidding for any of the solution will not be accepted.
7
Two Part Tender
7.1 Offers (Technical & Indicative commercial bids) must be submitted at the
same time, giving full particulars in separate sealed envelopes addressed to
the Asst. General Manager (DIT) duly super scribed " Onsite Technical Support
(Facility Management) for Base24 ATM Switch “- Technical offer’ and ‘Onsite
Technical Support (Facility Management) for Base24 ATM Switch – Indicative
Commercial Offer, on or before 16:00 hours on 02.07.2015. The Technical
offer (T.O) should be complete in all respects and contain all information
asked for in this document. The Technical Offer should also contain the
unpriced commercial bid without any price information. The relevant price
information should be given only in Indian Rupees. The Indicative Commercial
Offer (C.O) should not contradict the Technical Offer in any manner
whatsoever. The Technical offers will be opened in the presence of vendors
submitting offers at 16:15 hours on the due date i.e., 02.07.2015. All the
vendors should note to attend the opening process on the given date and no
separate intimation will be issued in this regard.
7.2 Opening of the Indicative commercial price bids will be subject to the bidders
getting short-listed on the basis of technical evaluation. The offers should hold
good up to six months from the last date of submission of tender.
7.3 For finalization of most competitive offer, the Bank will conduct ‘Reverse
auction’. The detailed procedure for Reverse auction is given as per Annexure
F. The technically qualified vendors will participate in the Reverse auction
process. The vendors should furnish indicative prices for the project in their
Indicative Commercial Offer (C.O) to facilitate ‘Reverse auction’ under EProcurement process. The lowest Indicative commercial offer (total cost) may
be considered for starting bid of the reverse auction. Vendors should note that
the indicative commercial offer is only for discover the starting bid for
‘Reverse auction process. The L-1 vendor will be decided only on finalization
of prices through Reverse auction process.
7.4 It is mandatory to submit the Technical Offer as per the format suggested
herein below duly filled in, along with the other documents. The Bank, at its
discretion, may not evaluate a Technical Offer in case of non-submission or
partial submission of technical & other details. The Bank will not normally
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RFP for Onsite Technical Support for Base24 ATM Switch
allow/permit changes in the technical specifications at a later date. Failure to
submit this information along with the offer could result in disqualification.
7.4.1 The Technical Offer must be submitted in an organized and structured
manner. No brochures/leaflets etc should be submitted in loose form.
There should be one common serial number running through everything
submitted. A recommended practice is to number the documents and show
document number and page number in each document.
8
Overview of Evaluation Process
8.1
Technical evaluation process:
8.1.1 The bids received will be scrutinized to determine the fulfillment of
Eligibility criteria as stipulated by the Bank.
8.1.2 The technical evaluation of those bidders who are meeting all the
eligibility criteria will be carried out including the following:
8.2
Commercial evaluation process
8.2.1 The Indicative commercial proposals of only those bidders who are
qualified in the technical evaluation would be opened and the lowest
indicative prices may be taken as the starting bid for conducting Reverse
auction under E-procurement process. The details of Reverse auction
under E-procurement process are given as per Annexure - F. The L-1
vendor emerging from Reverse auction process will submit a detailed
breakup of total cost (as per the Annexure - K)
9
No Erasures or Alterations
9.1
There should be no significant hand-written 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 forms using terms such as “OK”, “accepted”, “noted”, “as
given in brochure/manual” are not acceptable to the Bank. The Bank may
treat offers not adhering to these guidelines as unacceptable.
10 Modification and/or Withdrawal of Bid
10.1
The bidder may modify or withdraw its bid’s submission, provided that
written notice of the modification or withdrawal is received by the Bank
prior to the deadline prescribed for submission of bids.
10.2
The Bidders’ modification or withdrawal notice shall be prepared, sealed,
marked and delivered in accordance to the provision of Para “Submission of
Bids”, with the envelope additionally marked “MODIFICATION” or
“WITHDRAWAL” as appropriate. The withdrawal notice should be submitted
to the Bank not later than the deadline for submission of bids.
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RFP for Onsite Technical Support for Base24 ATM Switch
10.3
No bid will be allowed to be modified after the deadline for submission of
bids.
10.4
No bid shall be withdrawn in the intervening period between deadline for
submission of bids and expiration of period of bid validity specified by the
bidder in the submitted bid.
10.5
No bidder shall be allowed to withdraw the bid, if bidder happens to be
successful bidder.
11 Bid Validity
11.1
The bidder shall keep the bid valid for 180 days from the last date of
submission of bids. The bank reserves the right for extension of bid validity
for another period of 90 days.
12 Right to alter RFP
12.1
Bank reserves the right to alter the RFP terms and conditions at any time
before submission of the bids.
13 No Commitment to Accept Lowest or Any Tender
13.1
The Bank shall be under no obligation to accept the lowest or any other
offer received in response to this tender notice.
13.2
The Bank further reserves the right to reject any or all offers based on its
own evaluation of the offers received, or on the basis of stability,
capabilities, track records, reputation among users and other similar
credentials of a vendor. When the Bank makes any such rejection, the Bank
will not be bound to give any reason and/or justification in this regard to
the vendor.
14 Cost of RFP
14.1
The
RFP
document
is
available
on
the
Bank’s
website
www.unionbankofindia.co.in or Government portal www.tenders.gov.in.
Vendors can download the RFP and use it for submission. However, the cost
of the RFP i.e., Rs. 5,000/- (non-refundable) should be paid by way of
Demand Draft / Pay Order drawn in favour of Union Bank of India payable at
Mumbai, while submitting the RFP to the Bank. The above demand draft/PO
should be handed over to the Bank authorities in a separate envelope. The
envelope should be duly super scribed as “Cost of RFP Rs. 5,000/- paid
through Demand Draft /Pay Order)”.Offers without DD for Rs. 5,000/- will
be rejected.
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RFP for Onsite Technical Support for Base24 ATM Switch
15 Bid Earnest Money Deposit (EMD)
15.1
The Vendor shall furnish, as a part of the Tender Document, a bid security
for an amount of Rs.1 lakh (Rupees One lakh only) in the form of a demand
draft / Pay order or Bank Guarantee (valid for Six months) obtained from a
scheduled commercial bank other than Union Bank of India drawn in favor of
Union Bank of India payable at Mumbai.
15.2
The bid security should form part of the Tender Documents (Technical
Offer) submitted by the Vendor. Failure to comply with this condition viz.,
Bid Security of Rs.1 lakh shall result in summary rejection of the tender
offer.
15.3
The bid security of unsuccessful Vendors shall be returned, only after the
successful completion of the tender process.
15.4
The successful Vendor will extend the bid security or furnish a new bid
security to cover the project implementation period and the bid security
will be returned only upon the successful completion of project
implementation.
15.5
The bid security shall be forfeited:
15.5.1 If a Vendor withdraws his offer during the period of validity of bid.
15.5.2 If the successful Vendor fails to execute the Project within the stipulated
time schedule or if the order is cancelled in terms of Order cancellation
clauses as mentioned elsewhere in this document.
15.5.3 No interest will be paid on the bid security amount.
15.6
The Bank’s decision in the above cases will be final.
16 Price composition
16.1
The price quoted should be in Indian Rupees on a fixed price basis and
should include the following.
16.1.1 The charge to be quoted should be inclusive of all taxes, duties and levies.
In the Indicative Commercial Offer, the vendor should provide breakup of
taxes charged by them. The same also should be given in final offer of L-1
vendor after Reverse auction.
17 No Price Variation
17.1
The commercial offer shall be on a fixed price basis. No upward revision in
the price would be considered on account of subsequent increases in
customs duty, excise tax, sales tax etc. except service tax during the offer
validity period. However, if there is any reduction on account of
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RFP for Onsite Technical Support for Base24 ATM Switch
government levies, during the offer validity period, the same shall be
passed on to the Bank.
17.2
Since Bank is looking at a contract period of 7 years, and avail the services
over a period, if there is any upward or downward revision on service tax
during the SEVEN year period of the contract, the same shall be to the
Bank’s account. Baring service tax, no changes in other tax will be to Bank’s
account.
17.3
During contract period, the increase or decrease in service taxes and any
new tax levied by Government for the services subscribed by the Bank under
this tender will be to the Bank’s account.
18 Opening of Offers
18.1
Technical Offers will be opened on the scheduled date and time. The
representative of the bidder can be present for the opening of the Technical
Offers. No separate intimation will be given in this regard to the bidders, for
deputing their representative.
19 Project period
19.1
The project will be for a period of 7 years. The performance of the vendor
will be reviewed every year to ascertain vendor’s performance and
capability to continue during the 7 years period. Bank will have the rights
to extend the contract period up to another 3 years with the terms and
conditions and the prices mutually agreeable to both the parties.
19.2
Notwithstanding the contract period of 7 years, Bank reserves right to retender at any time during the contract period for selection of new bidder.
20 Payment Terms
20.1
Bank will make payment as follows:
20.1.1 The cost of the Onsite Technical Resource services will be inclusive of all
applicable taxes. TDS as applicable will be deducted by the bank at the
time of release of payment.
20.1.2 Bank will not make any direct payment to the officials provided by the
successful bidder
20.1.3 Payment will be made on quarterly basis on submission of Invoices after
completion of the quarter (quarterly in arrears)
20.1.4 Submission of Invoices will have to be accompanied by an undertaking by
the vendor of compliance of all applicable legal requirements as well as
compliance of the Minimum Wages Act related to vendor’s staff deployed
at Bank’s premises for activities related to this contract.
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21 Penalties for extended downtime
21.1
As business critical Performance of the vendor selected through this RFP
process in terms of the services being provided by the deployed resources in
accordance with the terms stipulated and as per the scope of work specified
in this RFP, shall be consistently monitored by the Bank.
21.2
Any deficiency in services shall attract penalty besides other punitive
actions like invoking of the Performance Bank Guarantee and termination of
contract etc. In case of any deficiency/delay in services being provided by
OTS resources or instances of misconduct / misbehavior by the OTS
resources, while performing their services with customers, Bank staff and
other vendors etc, the successful bidder would be liable for penal action.
21.3
Some of the instances of deficiency in performing of services can be as
under:
- Failure/delay in performing services as per the Scope of Work
- Absence of resources or failure to provide substitute resource /
replacement resource(s) in case the strength of the resources goes down
due to any reason,
- Failure on the part of OTS resources for timely escalation of cases of
disruptions in ATM Switch functioning and transactions to the concerned
Departments, vendors, and officials of the Bank as per escalation matrix,
- Delay in providing resource(s) after placement of order,
- Instances of misconduct/misbehavior by the OTS resources with
customers, Bank staff and other vendors.
The above is an indicative list and not exhaustive.
Penalty shall be levied as under:
Penalty shall be levied on the basis of cost of per man-day. Per man-day
cost shall be arrived at by dividing the finalized commercial quote of per
month cost of One Resource by 30 (days).
Deficiency in performance of services as per above referred or similar cases
shall be quantified in terms of man-days. For instance, every single instance
of misconduct liable for penal action, failure on the part of resources to
timely escalation of disruption in services, failure in performing services etc
shall be quantified as a man day and penalty will be deducted from the
quarterly payment of OTS (Facility Management) services subject to a
maximum of 15% of the total quarterly OTS fees payable to bidder.
21.4
However, repeated instances of deficiency/absence in services may also
result in invocation of Performance Bank Guarantee and termination of the
rate contract. It may also lead to disqualifying/barring the bidder from
future assignments/blacklisting. Before levying any penalty, vendor would
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RFP for Onsite Technical Support for Base24 ATM Switch
be given an opportunity to offer explanation from its side; however Bank
would have the final say in the matter of levying of the penalty.
22 Order Cancellation
22.1 The performance will be continuously reviewed by the Bank to keep
maintain the terms & conditions as specified in the document. Based on
the review, if the selected bidder fails to satisfy / maintain their
commitment with respect to Performance, the contract may be
terminated by giving 3 months notice period. Bank’s decision in this regard
will be final. In case of termination of this contract, the Bank shall have
the right to avail services of any other bidder/ agency to continue the
project without any let or hindrance from bidder and the bidder has to
provide necessary help for smooth switch over.
22.2
In addition to the cancellation of purchase order, Bank reserves the right to
appropriate the bid security given by the vendor.
23 Operations team size proposed
Shift Timings (subject to change in future as per bank’s requirement):
Sr. No.
Shift Timing
No of Resources
1
2
3
4
5
07:00 AM to 03:00 PM [First Shift]
09.00. AM to 5.00 PM [General Shift-I]
12:00 PM to 08:00 PM [General Shift – II]
02.00 PM to 10:00 PM [Second Shift]
9.30 PM to 07.30 AM [ Night Shift]
2 (Two) L1 Resource
1 (One) L2 Resource
1 (One) L2 Resource
2 (Two) L1 Resource
2 (Two) L1 Resource
Normally, during Sundays and Bank’s holidays, the presence of only Level 1 resources
will be required. However, Bank reserves the right to call Level 2 resource (Team
Leader) also during Sundays and holidays in case of exigencies.
Presently, Eight (8) Vendor OTS resources will be required to support in the Shift
timings as indicated in clause
The number could however be increased in future depending upon Bank’s
requirements. The deployment of additional resource would be at the same
commercial terms for each resource (Level 1 and Level 2) which are finalized through
this RFP process.
During night shift, vendor will deploy a senior level OTS resource (amongst L1
resources) to take care of exigencies, if any, that may arise.
Out of eight resources, two resources would be of L2 (Level Two) who would be Incharge of the OTS Team (Team Leader) and shall be overall responsible for smooth
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RFP for Onsite Technical Support for Base24 ATM Switch
functioning of the OTS (Facility Management) services as per the terms of the RFP.
Remaining 6 resources would be of L1 (Level One).(Detailed qualifying norms of the
Level One and Level Two have been explained in Annexure - D)
Profile of the Vendor Resources for Production Support Services:
Vendor’s support resources should be well versed in BASE24 and
HP Non-Stop general operations.
The Level 1 resource to be deployed must be minimum graduate with
at least 1 year of IT experience in the field of BASE24 ATM Switch
support. Level 2 engineers (Team Leader) to be posted at Bank must
be minimum graduate with at least 2 year of IT experience in field of
Base24 ATM Switch.
Verification of credentials of OTS resources will be the responsibility of
the Vendor at the time of deputing the resources at Bank’s site,
Vendor will provide duly authorized Joining Letter/Appointment
Letter to the resource based on which he/she will be allowed to
work at the Bank’s site.
The resources to be deployed at the ATM Switch will be
subject to approval/concurrence by the Bank and Bank reserves the
right to interview the personnel including Team Leader intended to
be deployed at Bank’s Data Centre and Bank, in its discretion, may
reject any resource intended by the vendor to be deployed at Bank’s
site. (One of the Bidders had requested to be informed of the reasons
for rejection) Bidder to ensure equally capable and trained resource
leave arrangement in case of absence of any of the regular resources.
Bidder to submit a certificate upfront at the time of signing of the
SLA that it meets the government regulations of the Minimum Wages
Act in terms of payment of salary to the resources deployed at Bank’s
site. The said certificate would also require to be submitted along
with the Invoices as and when submitted for release of payment.
Bidder also has to submit a certificate regarding compliance of the
applicable labour laws.
The Resources deployed by the bidder at Bank’s site would also need to
submit certificate that they are being paid by the Bidder in terms of the
Minimum Wages Act and that the Bank has no role and responsibility in
case the bidder does not adhere provisions of the Minimum Wage Act /
Government guidelines in this regard.
24 Rules for Re-auction
Bank may consider the option of a Re-Auction in following circumstances:
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24.1
During the process of reverse auction, if there is either no bids from logged in
vendors or only one vendor puts up bid/s, Bank may decide a re-auction by taking
fresh Indicative prices from all qualified vendors in sealed cover only, to amend
the start price for Re-auction.
24.2
In case the start price for the Reverse Auction event is decided by Bank and there
are no bids or only one bid/s by a single vendor in the Reverse Auction, Bank may
decide Re-Auction while further amending the start price.
24.3
Reverse auction will be valid only if two or more bidders are participating in the
reverse auction event.
25 Bidders’ Obligations
25.1
The OEM/Bidder is responsible for managing the activities of its personnel or subcontracted personnel and will hold itself responsible for any misdemeanors.
25.2
The OEM/Bidder's representative & local office at Mumbai will be the contact point
for the Bank and all the authentic status of Delivery and Installation should be
made available in writing.
25.3
The OEM/Bidder will treat as confidential all data and information about the Bank,
obtained in the execution of his responsibilities, in strict confidence and will not
reveal such information to any other party without the prior written approval of
the Bank.
26 Limitation on promotion
26.1
The vendor shall agree to make no reference to the Bank for the procurement of
products and services hereunder or the agreement in any literature, promotional
material, brochures, sales presentation or the like without the express prior
written consent of the Bank.
27 Governing Law and Resolution of Disputes
27.1
The Bid and the subsequent Contract with the selected Bidder shall be governed in
accordance with the Laws of India and will be subject to the exclusive jurisdiction
of Courts in Mumbai.
27.2
All disputes and differences of any kind, whatsoever, between the Supplier and the
Bank, arising out of or in relation to the construction, meaning, operation or effect
of the Contract, shall be settled amicably by both Bank and the vendor. If after
thirty days from the commencement of such informal negotiations, Bank and the
vendor are unable to resolve amicably a contract dispute; either party may require
that the dispute be referred for resolution by formal arbitration.
27.3
All questions, disputes or differences arising under and out of, or in connection
with the contract, shall be referred to two Arbitrators: one Arbitrator to be
nominated by the Bank and the other to be nominated by the vendor. In the case
of the said Arbitrators not agreeing, then the matter will be referred to an umpire
to be appointed by the Arbitrators in writing before proceeding with the reference.
The award of the Arbitrators, and in the event of their not agreeing, the award of
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RFP for Onsite Technical Support for Base24 ATM Switch
the Umpire appointed by them shall be final and binding on the parties. The
arbitration and conciliation act 1996 shall apply to the arbitration proceedings and
the venue for arbitration shall be at Mumbai, India. In case the vendor would like
to exit the project, the same shall be taken up by the Arbitration process.
28 Force Majeure
28.1
There shall be no liability or responsibility, on the part of both the Bank and the
vendor for the consequences arising out of the interruption of the acts of God,
Riots, Civil commotion, Insurrections, Wars or any other causes beyond their
control or by any strikes or lock outs.
28.2
Any such interruption due to Force Majeure should be informed by the
bidder/vendor to the Bank in writing within two days of such event.
29 Indemnity
29.1
The vendor shall, at its own expense, defend and indemnify the Bank against all
third party claims for infringement of patent, trademark, design or copyright
arising from use of products or any part thereof supplied by vendor. Vendor will
provide infringement remedies and indemnities for third party products, on a pass
through basis. The vendor shall expeditiously extinguish any such claims and shall
have full rights to defend itself there from. If the Bank is required to pay
compensation to a third party resulting from such infringement, the vendor shall be
fully responsible to pay such compensation along with all costs, damages and
attorney’s fees and other expenses that a court may finally awards, in the event of
the matter being adjudicated by a court or that be included in a vendor approved
settlement. The Bank will issue notice to the vendor of any such claim without
delay and provide reasonable assistance to the vendor in disposal of such claim,
and shall at no time admit to any liability for, or express any intent, to settle the
claim. The vendor shall also reimburse all incidental costs, which the Bank incurs
in this regard.
29.2
In the event of the vendor not fulfilling its obligations under this clause within the
period specified in the notice issued by the Bank, Bank has the right to recover the
amounts due to it under this provision from any amount payable to the vendor
under this project.
29.3
The indemnities under this clause are in addition to and without, prejudice to the
indemnities given elsewhere in this agreement.
30 Limitation of Liability
30.1
Vendor's aggregate liability under the contract shall be limited to a maximum of
the Contract value. This limit shall not apply to third party claims for bodily injury
(including death) and damage to real property and tangible personal property
caused by vendor's gross negligence. For the purpose of this section, Contract value
at any given point of time, means the aggregate value of the purchase orders
placed by Bank on the vendor that gave rise to claim, under this tender. Vendor
shall not be liable for any indirect, consequential, incidental or special damages
under the agreement/ purchase order.
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31 Patents Rights
31.1
The supplier shall, at their own expense, defend and indemnify the Bank against all
third party claims or infringement of intellectual Property Right, including Patent,
trademark, copyright, trade secret or industrial design rights arising from use of
the products or any part thereof in India or abroad.
31.2
The supplier shall expeditiously extinguish any such claims and shall have full rights
to defend itself there from. If the Bank is required to pay compensation to a third
party resulting from such infringement, the supplier shall be fully responsible for,
including all expenses and court and legal fees.
31.3
The Bank will give notice to the Supplier of any such claim without delay, provide
reasonable assistance to the Supplier in disposing of the claim, and shall at no time
admit to any liability for or express any intent to settle the claim.
31.4
The Supplier shall grant to the bank a fully paid-up, irrevocable, non-exclusive
license throughout the territory of India or abroad to access, replicate and use
software (and other software items) provided by the supplier, including-all
inventions, designs and marks embodied therein in perpetuity.
32 Confidentiality
32.1
This document contains information confidential and proprietary to the Bank.
Additionally, the vendors will be exposed by virtue of the contracted activities to
the internal business information of the Bank. Disclosures of receipt of this RFP or
any part of the aforementioned information to parties not directly involved in
providing the services requested could result in the disqualification of the vendors,
premature termination of the contract, and / or legal action against the vendors
for breach of trust.
32.2
Selected vendor will have to sign a legal non-disclosure agreement with the Bank
before starting the project.
32.3
The vendor (and his employees) shall not, unless the Bank gives permission in
writing, disclose any part or whole of this RFP document, of the proposal and/or
contract, or any specification, plan, drawing, pattern, sample or information
furnished by the Bank (including the users), in connection therewith to any person
other than a person employed by the bidder in the performance of the proposal
and/or contract. Disclosure to any such employed person shall be made in
confidence and shall extend only as far as may be necessary for purposes of such
performance. The employees or the third party engaged by the bidder will
maintain strict confidentiality.
32.4
The vendor, his employees and agents shall not, without prior written consent from
the Bank, make any use of any document or information given by the Bank or its
Authorized personnel, except for purposes of performing the contract award.
32.5
In case of breach the Bank shall take such legal action as it may be deemed fit."
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RFP for Onsite Technical Support for Base24 ATM Switch
32.6
The above obligation will survive even in case of termination/completion of
contract.
33 Other terms and conditions
33.1
In case any information furnished during the bidding process is found to be
incorrect, Bank will not only be summarily rejecting the current bid but the
company itself may be blacklisted from any future bidding with the Bank.
The Bank may share such information with Indian Bankers’ Association (IBA),
which is the voluntary representative body of all banking institutions in the
country, who, in turn, may share the information among its member
institutions.
33.2
Please note that any other terms and conditions whether implicitly or
explicitly stated in any of your responses will be ignored.
34 Performance Bank Guarantee
34.1
The Bank wish to award this project to the selected bidder for an initial
period of 7 years extendable by another 3 years. During the contract period,
as the Bank would be running its business critical applications and ensuring
strict compliance to the terms and conditions of this tender, it is desired
that the selected bidder should provide a Performance Bank Guarantee for
value of 10% of the annual contract value (payable to the vendor by the
Bank). The vendor should submit the BG valid for one year and should renew
the BG three month before expiry of BG failing which Bank may invoke the
BG.
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RFP for Onsite Technical Support for Base24 ATM Switch
TECHNICAL OFFER
35 ANNEXURE
1.1 ANNEXURE – A (Compliance to Eligibility Criteria)
Sl
No.
Eligibility Criteria
Supporting
Documents to be
submitted
1.
The bidder should be a registered
company in INDIA as per the
Companies Act and have its
registered office within the
jurisdiction of INDIA.
Certificate of
Incorporation
2.
The Bidder should be in operating
profit excluding interest and taxes
during any two of the last three
financial years i.e. 2012-13,2013-14
and 2014-2015 (Please provide
audited annual reports, Balance
Sheet, Profit and Loss Accounts for
the same. In case the annual reports
of the last financial year are not
audited or financial year is not
completed, the Bidder shall provide
audited annual reports for the
previous three financial years).
Balance sheets
and Profit and
Loss statements
3.
Bidder should have provided Onsite
Technical Support (OTS) services for
Base24 ATM switch to at least one
Scheduled Commercial Bank in India
during the last one year
(immediately preceding the last date
of submission of the bids) which has
a minimum installed base of 1000
ATMs at the time of submission of
bids. Bidder to provide performance
certificate/experience certificate for
the above experience from the Bank
in which such services were
provided.
Satisfactory
Performance
certificates from
the client where
the bidder
provided/is
providing onsite
support service
Compliance
(Y/N)
Detail of
proof
Attached
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4.
The bidder should have at least 25
dedicated IT professionals/engineers
who can provide Onsite Technical
Support services on Base24 ATM
Switch system on its rolls having the
qualifications as defined in Annexure
– “D” (List of names, designation,
experience (in years) and
qualification of IT professionals /
engineers duly signed by authorized
official to be attached.)
List of
professionals
including their
name,
designation,
experience (in
years) and
qualification
5.
The Bidder should not have been
blacklisted / debarred by any
Bank(s)/Financial Institutions in India
in the last three years. The Bidder
has to submit self certification on
their letterhead.
Undertaking
certificate from
company
secretary
6.
The bidder should have at least
one operating office located in
Mumbai (India).
Page 31 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
1.2 ANNEXURE – B (Bidder Information)
S.No
1.
2.
3.
4.
5 a.
5 b.
Information
Company
Name
Particulars / Response
Date of Incorporation
Name and Address of authorized
person/Company Secretary (Please
enclose the copy of company resolution)
Contact
Person(s)
Phone
Fax
email
Website
Bidder’s experience in providing OTS
Services at Base24 Switches to the Scheduled
Commercial Banks in India:
a. Number of Banks where OTS services on
BASE24 ATM Switches has been provided by
the bidder in india
b. Names of Banks
Please rovide details of each Scheduled
Commercial banks individually where such
services has been provided by the Bidder:
• Name of the Bank
• Customer Reference details (name,telephone,
email of the contact person)
• Number of ATMs directly connected to switch.
• Average
monthly
transactions
handled at BASE24 ATM Switch
• Start Date of the OTS (Facility Management)
24x7x365 services
• Is the services still being provided
• Total number of completed years of
OTS (Facility Management) 24x7x365 services
provided in the Bank
• Are the services being provided on
Onsite basis or offsite basis
• Broad features of OTS (Facility Management)
24x7x365 services being provided
• Number of resources deployed of
various levels
• Any other details
Documentary proof confirming the details of
the same is to be provided
Page 32 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
6.
7.
Any pending or past litigation (within three
years)? If yes please give details
Also mention the details of claims and
complaints received in the last three years
(About the Company / products and
services that are sold / licensed by the
company).
Please mention operating profit excluding
interest and taxes for last three financial
years and include the copies of Balance
Sheet in support of it.
Yes/No/Comments (if option is Yes)
Year
Operating Profit
(exclusive of interest
& Taxes)
Rs.(in lacs)
01.04.201231.03.2013
01.04.201331.03.2014
01.04.201431.03.2015
8.
Details of Technical Resources on the rolls
of the Bidder including the total number
deployed at various clients side
SIGNATURE OF BIDDER WITH SEAL
NAME OF THE AUTHORISED SIGNATORY
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RFP for Onsite Technical Support for Base24 ATM Switch
1.3 ANNEXURE – C (Profile of Resources)
Vendor should submit brief profile of the resources on the rolls of the Company in
the below mentioned format:
Details of no of technical Resources/support engineers on the rolls of the Company
at the time of submission of bid who are well versed with Base24 software and who
can perform services as per the Scope of Work of this RFP, to be provided in the
following format:
No of years experience of providing Onsite Technical
Support (OTS) services on Base24
Less than 1 year
No of resources currently on
the rolls of the company
between 1- 2 years
more than 2 years
Total no of resources
We confirm that, all the details mentioned above are true and correct and if the
Bank observes any misrepresentation of facts on any matter at any stage of
evaluation, the Bank has the right to reject the proposal and disqualify us from the
process.
We hereby acknowledge and unconditionally accept that the Bank can at its absolute
discretion apply whatever criteria it deems appropriate, not just limiting to those
criteria set out in the RFP document, in short listing of bidders for providing OTS
(Facility Management) services on 24X7X365 basis.
We also acknowledge the information that this bid is valid for a period of one year,
for the short-listing purpose, from the date of expiry of the last date for submission
of bid.
SIGNATURE OF BIDDER WITH SEAL
NAME OF THE AUTHORISED SIGNATORY
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RFP for Onsite Technical Support for Base24 ATM Switch
1.4 ANNEXURE – D (Profile of Technical Resources)
The bidder should mention as Yes/NO in the column and also mention remarks/
response under „Response/ Remarks of Bidder‟. Remarks/ Response are mandatory
in case of „NO‟.
The bidder should be able to provide the entire Professional listed below as per the
requirement of the bank:
Level One (Level 1) Resources
S. No. Area of Expertise required
Yes/ No
1.
Vendor’s support resources should be well versed
in BASE24 and HP Non-Stop general operations
2.
Minimum one year of experience of Resources on
Base 24 application
3.
Whether the Resources are adequately trained in
Base 24 application?
Response/ Remarks
of Bidder
Level Two (Level 2) Resources (Team Leader)
S. No. Area of Expertise required
Yes/ No
1.
Vendor’s support resource should be well versed
in BASE24 and HP-Non Stop general operations
2.
Minimum 2 years Experience of
Base 24 application
3.
Whether the Resource is adequately trained in
Base 24 application?
Response/ Remarks
of Bidder
Resource on
Bidder should provide a self certification for the past experience for the resources
being deployed in the bank. Verification of credentials of OTS resources will be the
responsibility of the Vendor. At the time of deputing the resources at bank’s site,
Vendor will provide joining letter to the resource based on which he/she will be
allowed to work at the banks site.
In the event of transfer/ resignation of any resource working at bank’s site, prior
information in this regard should be given to the bank before relieving.
SIGNATURE OF BIDDER WITH SEAL
NAME OF THE AUTHORISED SIGNATORY
Page 35 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
1.5 ANNEXURE – E (Letter to be submitted by bidder)
To
The Assistant General Manager
2nd Floor, Union Bank of India, Technology Center,
Adi Shankaracharya Marg, Opp. Powai Lake,
Powai, Andheri (East)
Mumbai-400072
Sir
Reg: Our bid for Onsite Technical Support (OTS) at Union Bank’s ATM
Switch
We submit our Bid Document herewith.
If our Bid for the above job is accepted, we undertake to enter into and
execute at our cost, when called upon by the Bank to do so, a contract in the
prescribed form. Unless and until a formal contract is prepared and executed,
this bid together with your written acceptance thereof shall constitute a
binding contract between us.
We understand that if our Bid is accepted, we are to be jointly and severally
responsible for the due performance of the contract.
We understand that the Bank is not bound to accept the lowest or any bid
received by the Bank, and the Bank may reject all or any bid; and it may
accept or entrust the entire work to one bidder or divide the work to more
than one bidder without assigning any reason or giving any explanation
whatsoever.
We understand that the names of short listed bidders after the completion of
first stage (Technical Bid) and the name of the successful bidder to whom the
contract is finally awarded after the completion of the second stage
(Commercial Bid), shall be communicated to the bidders either over phone/email/letter/notice board.
Dated at __day of_______2015
Yours faithfully,
For ______________________
Signature __________________
Name _____________________
Address __________________
(Authorised Signatory)
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RFP for Onsite Technical Support for Base24 ATM Switch
1.6 ANNEXURE – G (Letter of Undertaking on Company Letter head)
To,
Asst. General Manager
2nd Floor, Union Bank of India,
Technology Centre, AdiShankaracharyaMarg,
JogeswariVikhroli Link Road,
Mumbai – 400 072, INDIA
Telephone No: 91-22-25710234
Dear Sir,
for OTS (Facility Management)
Management) for Base24 ATM Switch
Reg.: RFP
24x7x365
services
(Facility
We herewith submit our Bid Document.
We understand that
You are not bound to accept the lowest or any bid received by you, and you may
reject all or any bid.
If our Bid for the above job is accepted, we undertake to enter into and execute at
our cost, when called upon by the Bank to do so, a contract in the prescribed form.
Unless and until a formal contract is prepared and executed, this bid together with
your written acceptance thereof shall constitute as a binding contract between us.
If our bid is accepted, we are to be jointly and severally responsible for the due
performance of the contract.
You may accept or entrust the entire work to one bidder or divide the work to more
than one bidder without assigning any reason or giving any explanation whatsoever.
Bidder means the bidder who is decided and declared so after examination of
commercial bids through the process of Reverse Auction.
The names of shortlisted bidders after the completion of first stage (Technical Bid),
and the same of successful bidder to whom the contract is finally awarded after the
completion of second stage (Commercial Bid evaluation through Reverse Auction),
shall be displayed on the Notice Board of the Bank at Union Bank of India, Technology
Centre, Department of Information Technology, Adi Shankaracharya Marg, Opp Powai
Lake, Powai, Mumbai.
Dated at ____________this _______________day of _______________2015
Yours faithfully,
For:
Signature:
Name:
___________________________
___________________________
___________________________
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RFP for Onsite Technical Support for Base24 ATM Switch
1.7 ANNEXURE – G (Compliance Statement)
To,
Asst. General Manager
2nd Floor, Union Bank of India,
Technology Centre, AdiShankaracharyaMarg,
JogeswariVikhroli Link Road,
Mumbai – 400 072, INDIA
Telephone No: 91-22-25710234
Dear Sir,
Sub: Your RFP for OTS (Facility Management) services for Base24 ATM Switch
We submit our Bid Document herewith.
We further confirm that the offer is in conformity with the terms and conditions as
mentioned in the RFP. We also confirm that the offer shall remain valid for 6 months from
the date of the offer.
If our Bid for the above job is accepted, we undertake to enter into and execute at
our cost, when called upon by the Bank to do so, a contract in the prescribed form.
Unless and until a formal contract is prepared and executed, this bid together with
your written acceptance thereof shall constitute a binding contract between us.
We hereby confirm that we are agreeable to support the services initially for a period of 7
years, extendable by another 3 years on mutually agreed prices and terms and conditions.
We understand that if our Bid is accepted, we are to be jointly and severally
responsible for the due performance of the contract.
We hereby agree to participate and abide by all terms and conditions of Reverse Auction.
All the Annexure with other Technical documents duly filled in and signed are enclosed. We
understand that the Bank is not bound to accept the offer either in part or in full and that
the Bank has right to reject the offer in full or in part without assigning any reasons
whatsoever.
Yours faithfully,
Authorized Signatories
(Name & Designation, seal of the firm)
Date:
Page 38 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
1.8 ANNEXURE – J (Bank Guarantee Format)
To,
Asst. General Manager
2nd Floor,Union Bank of India
Technology Center,
1/1A, Adisankaracharya Marg,
Next to India Register of Shipping,
Opp. Powai Lake, Jogeshwari-Vikhroli Link Road (JVLR),
Andheri (East), Mumbai – 400072
Dear Sirs,
In response to your invitation to Request for Proposal for OTS (Facility Management)
24x7x365 services at Base24 ATM Switch published in newspaper and website, on
__________ and subsequent corrigendum/amendments. ________________(vendor name) its
Registered Office at ______________ (hereinafter called the ‘Vendor’) wish to respond to
the said Request for Proposal (RFP) and submit the proposal for OTS (Facility Management)
services for Base24 ATM Switch on 24X7X365 basis Whereas the ‘Vendor’ has submitted
the proposal in response to RFP, We ____________Bank incorporated under the Companies
Act 1956 and carrying on the business of banking under the Banking Regulation Act, having its
registered office at _____________ and one of its branch office at _________(hereinafter
referred to as the ‘Bank’ which expression shall, unless repugnant to the context or meaning
thereof, includes its successors, administrators, executors and assigns)hereby irrevocably
guarantee an amount of Rs _____________/- (Rupees .. only)as bid security as required to be
submitted by the ‘Vendor’ as a condition for participation in the said process of RFP. The Bid
Condition for which this guarantee is given is liable to be enforced/ invoked:
1) If the order is cancelled in the event of delay
Or 2) If the Vendor withdraws his proposal during the period of the proposal validity
Or 3) If the Vendor, having been notified of the acceptance of its proposal by the Bank
during the period of the validity of the proposal fails or refuses to enter into the contract in
accordance with the Terms and Conditions of the RFP.
Or 4) Due to any other deviation from RFP terms.
We undertake to pay on receipt of a written demand on or before to Union Bank of India the
said amount of Rs _____________/- (Rupees … only) without any reservation, protest, or
demur, The said guarantee is liable to be invoked/ enforced on the happening of the
contingencies as mentioned above and also in the RFP document and we shall pay the
guaranteed amount on written demand made by Union Bank of India on or before the expiry
of this bank guarantee which shall be conclusive and binding on us irrespective of any
dispute or difference raised by the vendor.
Notwithstanding anything contained herein:
1) Our liability under this Bank guarantee shall not exceed Rs _____________/- (Rupees
.. only)
2) This Bank guarantee will be valid up to ___________ and
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RFP for Onsite Technical Support for Base24 ATM Switch
3) We are liable to pay the guarantee amount or any part thereof under this Bank guarantee
only upon service of a written claim or demand by you on or before _________
The Bank, through the authorized officer has sets its hand and stamp on this
_______________ day of __________________ at _________________.
Name of signatory
Designation
Bank Common Seal
Page 40 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
1.9 ANNEXURE – H (Confidentiality –cum- Non Disclousure Agreement)
This Confidentiality –cum- Nondisclosure Agreement is entered into at ______onthis
_____ day of ________ 2015, between ______ (Insert Name of the
Service
Provider) a company within the meaning of Companies Act, 1956, having its
Registered Office at
(herein after called Service Provider) and
Union Bank of India, a Body Corporate constituted under the Banking
Companies
(Acquisition & Transfer of Undertakings) Act, 1970 having its Head Office at Union
Bank Bhavan, 239, Vidhan Bhavan Marg, Nariman Point, Mumbai - 400002 having its
Technology Center at 1/1A, Adi Sankaracharya Marg, Opposite Powai Lake, Andheri
East, Mumbai – 400072 (herein after referred to as UBI) The Service Provider and
UBI would be having discussions and negotiations concerning the
establishment of and during continuance of a business relationship between them as
per Agreement dated _______ (hereinafter referred to as
Agreement).
In the course of such discussions and negotiations, it is anticipated that either party
may disclose or deliver to the other party certain of its trade secrets or confidential
or proprietary information for the purpose of enabling the other party to evaluate
the feasibility of such a business relationship. The parties have entered into this
Agreement, in order to assure the confidentiality of such trade secrets and
confidential and proprietary information in accordance with the terms of this
Agreement. As used in this Agreement, the party disclosing Proprietary Information
(as defined below) is referred to as the „Disclosing Party‟ and will include its
affiliates and subsidiaries, the party receiving such Proprietary Information is
referred to as the „Recipient‟, and will include its affiliates and subsidiaries.
Now this Agreement witnessed:1.Proprietary Information: As used in this Agreement, the term “Proprietary
Information‟ shall mean all trade secrets or confidential or Proprietary Information
designated as such in writing by the Disclosing Party, whether by letter or by the use
of an appropriate prominently placed Proprietary stamp or legend, prior to or at the
time such trade secret or confidential or Proprietary Information is disclosed by the
Disclosing Party to the Recipient. Notwithstanding the forgoing, information which is
Orally or visually disclosed to the recipient by the Disclosing Party or is disclosed in
writing unaccompanied by covering letter, proprietary stamp or legend, shall
constitute proprietary information if the disclosing party, within 10 (ten) days after
such disclosure, delivers to the Recipient a written document or documents
describing such Proprietary Information and referencing the place and date of such
oral, visual or written disclosure and the names of the employees or officers of the
Recipient to whom such disclosure was made.
2. Confidentiality:
a) Each party shall keep secret and treat in strictest confidence all
confidential information it has received about theother party or its customers
and will not use the confidential information otherwise than for the purpose of
Page 41 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
performing its obligations under this Agreementin accordance with its terms and so
far as may be required for the proper exercise of the Parties respective rights
under this Agreement.
b) The term “confidential information‟shall include all written
or
oral
information (including information received from third
parties
that
the
“Disclosing Party‟ is obligated to treat as confidential) that is (i) clearly identified in
writing at the time of disclosure as confidential and in case of oral or visual
disclosure, or (ii) that a reasonable person at the time of disclosure reasonably
would assume, under the circumstances,to be confidential.Confidential information
shall also include, without limitation, software programs, technical data,
methodologies, know-how, processes, designs, new products, developmental work,
marketing requirements, marketing plans, customer names, prospective customer
names, customer information and business information of the „Disclosing Party‟.
3. Non-Disclosure of Proprietary Information: For the period during the Agreement or
its renewal, the Recipient will:
(a)
Use such Proprietary Information only for the purpose for which it was
disclosed and without prior written authorization of the Disclosing Party shall not use
or exploit such Proprietary Information for its own benefit or the benefit of others.
(b)
Protect the Proprietary Information against disclosure to third parties in the
same manner and with the reasonable degree of care, with which it protects its
confidential information of similar importance: and
(c)
Limit disclosure of Proprietary Information received under this Agreement to
persons within its organization and to those 3rd party contractors performing tasks
that would otherwise customarily
or routinely be performed by its employees,
who have a need to know such Proprietary Information in the course of performance
of their duties and who are bound to protect the confidentiality of such Proprietary
Information.
4.
Limit on Obligations: The obligations of the Recipient specified in clause 3
above shall not apply and the Recipient shall have no further obligations, with
respect to any Proprietary Information to the extent that such Proprietary
Information:
a)
Is generally known to the public at the time of disclosure or becomes generally
known without any wrongful act on the part of the Recipient,
b)
Is in the Recipient’s possession at the time of disclosure otherwise than as a
result of the Recipient’s breach of a legal obligation;
c)
Becomes known to the Recipient through disclosure by any other source, other
than the Disclosing Party, having the legal right to disclose such Proprietary
Information.
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RFP for Onsite Technical Support for Base24 ATM Switch
d)
Is independently developed by the Recipient without reference to or reliance
upon the Proprietary Information; or
e)
Is required to be disclosed by the Recipient to comply with applicable laws or
governmental regulation, provided that the recipient provides prior written notice of
such disclosure to the Disclosing Party and takes reasonable and lawful actions to
avoid and/or minimize the extent of such disclosure.
5.
Return of Documents: The Recipient shall, upon the request of the Disclosing
Party, in writing, return to the Disclosing Party all drawings, documents and other
tangible manifestations of Proprietary Information received by the Recipient
pursuant to this Agreement (and all copies and reproductions thereof) within a
reasonable period. Each party agrees that in the event it is not inclined to proceed
further with the engagement, business discussions and negotiations, or in the event
of termination of this Agreement, the Recipient party will promptly return to the
other party or with the consent of the other party, destroy the Proprietary
Information of the other party.
6.
Communications: Written communications requesting or transferring
Proprietary Information under this Agreement shall be addressed only to the
respective designees as follows (or to such designees as the parties hereto may from
time to time designate in writing)
M/s __________________________________ (UBI)
Attn: _________________________________
Attn: ________________________________
7. Term: The obligation pursuant to Clause 2 and 3 (Confidentiality and NonDisclosure of Proprietary Information) will survive for ----- years following the term
of the
Agreement dated _____
.
Nothing herein contained
shall
be
construed
as
a
grant
by
implication,
estoppels, or otherwise or a license by either party to the other to make, have made,
use or sell any product using Proprietary Information or as a license under any
patent, patent application, utility model, copyright or any other industrial or
intellectual property right covering same.
8. Damages:
The provisions of this Agreement are necessary for the protection of the business
goodwill of the parties and are considered by the parties to be reasonable for such
purposes. Both the parties agree that any breach of this Agreement will cause
substantial and irreparable damages to the other party and, therefore, in the event
of such breach, in addition to other remedies, which may be available, the party
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RFP for Onsite Technical Support for Base24 ATM Switch
violating the terms of Agreement shall be liable for the entire loss and damages on
account of such disclosure.
Each party agrees to indemnify the other against loss suffered due to breach of
contract and undertakes to make good the financial loss caused directly or indirectly
by claims brought about by its customers or by third parties.
9. Miscellaneous:
a)
This Agreement may not be modified, changed or discharged, in whole or in
part, except by a further Agreement in writing signed by both the parties.
b)
This Agreement will be binding upon and ensure to the benefit of the parties
hereto and it also includes their respective successors and assigns
c)
The Agreement shall be construed and interpreted in accordance with the laws
prevailing in India.
In witness whereof, the parties hereto have agreed, accepted and an acknowledged
and signed these presents, on the day, month and year mentioned herein above.
For M/s
Authorized Signatory
Designation _______________
For Union Bank of India
Authorized Signatory
Designation _____________
Page 44 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
1.10
ANNEXURE - I (Resource Details)
A. BRIEF PROFILE OF THE LEVEL ONE RESOURCES TO BE DEPLOYED AT
BANK’S SITE
S.NO
NAME
DESIGNATION
PART
TIME/
FULL
TIME
ROLE (TASK
/ MODULE)
PROFESSIONAL
QUALIFICATION
YEARS
OF
SIMILA
R
EXPERI
ENCE
1
2
3
4
5
6
7
8
9
10
B. INDIVIDUAL CVs FOR TEAM LEADER (Level 2 Resource)
Description:
Name of the Resource:
Role of the Resource:
Employee of the firm / company since:
Designation:
Educational Qualification:
Other Certifications/accreditations:
Employment History:
Total Banking Experience (no. of years, areas of experience):
Details:
Experience in similar projects in the past three years (including
client details, role of member, activities performed, and duration
of experience) as follows:
S.NO
Client
Organization
Details
Experience in Months &
year
Details Of assignment done
& Role Assigned
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RFP for Onsite Technical Support for Base24 ATM Switch
1.11
S.
No.
1.
ANNEXURE – J (Check List – Technical Bid)
Documents
Submitted in Bid
(Page No. in the
document )
Supporting documents in respect of Pre qualification criteria
as per Annexure - A.
2.
Bidder’s information as per of Annexure-B.
3.
Company’s Technical HR Information as per Annexure –C.
4.
Requirement of IT professionals as per Annexure – D.
5.
Letter to be submitted by bidder along with bid documents as
per Annexure –E.
Acceptance of Compliance Statement Annexure –F.
6.
7.
8.
9.
Bid Earnest Money online or in the form of BG as per
Annexure –G.
Copy of last two years audited balanced sheet.
10.
Power of attorney and Board resolution in favor of authorized
person signing the Bid documents.
Acceptance to NDA (non-disclosure agreement)
11.
Compliance of Labour Law
12.
Other (Please Specify)
Note: All pages of bid documents must be signed by authorized person and
all pages of the bid document should be numbered in serial order i.e.1, 2,
3…
Page 46 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
1.12
ANNEXURE – J (Commerical Bid)
SNo.
Description
Onsite Technical
Support (Facility
Management) for
Base24 ATM Switch
on 24X7X365
Total Amount in Words:
1
No.of
Resources
Base
Amount for
8 Resources
per month
Taxes
Total Amount in
Rupees inclusive
of all Taxes per
month
8
Note:
-
TDS as applicable will be deducted by the bank at the time of release of
payment.
-
Any downward/upward revision in service tax during the contract period will
be passed on to the Bank.
Page 47 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
1.13
ANNEXURE – L (Not Blacklisted company format)
(To be submitted on the letter head of the vendor company)
Place:
Date:
To:
Asst. General Manager
Union Bank of India
Department of Information Technology,
Technology Center,2nd Floor
AdiShankaracharyaMarg, (JVLR),
Opp. Powai Lake, Andheri – East,
Mumbai- 400072
Undertaking (To be submitted by all Bidder’s on their letter head)
We ________________________(bidder name), hereby undertake that-
•
As on date of submission of tender, we are not blacklisted by the Central
Government / any of the State Governments in India or any Financial
Institution in India.
•
We also undertake that, we are not involved in any legal case that may affect
the solvency / existence of our firm or in any other way that may affect
capability to provide / continue the services to bank.
Yours faithfully,
Authorized Signatories
(Name, Designation and Seal of the Company)
Date:
Page 48 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
1.14
Sr.
No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
ANNEXURE – M (Compliance to RFP terms & conditions)
Clause details
Vendor's
compliance
(Yes/No)
Remarks
Scope of Work
Eligibility Criteria
Cost of RFP and Bid security
Terms and Conditions
Profile of Facility Management Resources
Non-disclosure agreement
Two part offer
Submission and Acceptance of Vendor Proposals
Offer validity period
Proposal Format
No Erasures or Alterations
Price composition
Opening of offers
Evaluation Process
No Commitment to Accept Lowest or Any
Tender
Payment Terms
Order cancellation
No Erasures or Alterations
Modification and/or Withdrawal of Bid
Bid Validity
Right to alter RFP
Reverse Auction
Penalties
Authorized Signatories
(Name & Designation, seal of the firm)
Date:
Page 49 of 59
RFP for Onsite Technical Support for Base24 ATM Switch
1.15
ANNEXURE - F (Reverse Auction Process)
Reverse Auction through E-Procurement
The detailed procedure for Reverse Auction to be followed in the RFP for OTS
(Facility Management) 24x7x365 services for Base24 ATM Switch is given below:
The response to the present tender will be submitted by way of submitting the
Technical offer & Indicative Commercial offers in separate in sealed covers. The
technical details with the relevant information/documents/acceptance of all terms
and conditions strictly as described in this tender document will have to be
submitted by the Vendors. The Indicative commercial bids submitted by the vendors
who are short listed in the technical bid evaluation process will be opened and those
vendors will be invited to participate in the online Reverse Auction to be conducted
by the company selected by the Bank. Vendors who are short listed from Technical
evaluation will be trained by the Reverse Auction Company for this purpose, and they
will have to abide by the E-business rules framed by the Bank in consultation with
Reverse Auction Service provider. The e-business rules are furnished hereunder in
this document.
Further, please note that the vendor(s) who do not qualify in the technical bid
processes will not be considered for participation in Reverse Auction.
BUSINESS RULES FOR REVERSE AUCTION
APPLICABILITY:
Reverse Auctions are carried out under the framework of rules that are called
Business Rules.
All vendors participating in Reverse Auction shall understand/accept and give an
undertaking for compliance with the same to the Bank in the prescribed format
Annexure F-1.
Any vendor not willing to submit such an undertaking shall be disqualified for further
participation respecting the procurement in question.
ELIGIBILITY:
Only vendors who are technically qualified and who submit the prescribed
undertaking to the Bank alone can participate in Reverse Auction relevant to the
procurement for which RFP is floated.
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COMPLIANCE/CONFIRMATION FROM VENDORS:
The vendors participating in Reverse Auction shall submit the following duly signed
by the same Competent Authority who signs the offer documents in response to the
RFP:
•
Acceptance of Business Rules for Reverse Auction and undertaking as
per format in Annexure F-1.
•
Agreement between service provider and vendor. (This format will be
given by the service provider prior to announcement of Reverse
Auction.)
•
Letter of authority authorizing the name/s of official/s to take part in
Reverse Auction as per format in Annexure F-2.
TRAINING:
•
The Bank will facilitate training for participation in Reverse Auction either on
its own or through the service provider for the Reverse Auction.
•
Where necessary, the Bank/service provider may also conduct a ‘mock reverse
auction’ to familiarize the vendors with Reverse Auction process.
•
Any vendor/bidder not participating in training and/or ‘mock reverse auction’
shall do so at his own risk and it shall not be open for him to make any
complaint/grievance later.
TOTAL COST OF OWNERSHIP (TCO):
TCO refers to the aggregate amounts payable by the Bank for transfer of ownership.
TCO shall encompass but not be limited to the following:
•
Cost of the equipment/product or services.
•
License fee (Corporate or user specific as defined in RFP) including
OS/Data Base/Application licenses).
•
All existing taxes (including sales tax/VAT, service tax etc.), duties and
levies.
•
Installation and commissioning charges, if any.
•
The prices should include the comprehensive onsite warranty
maintenance of the equipments covering all components, services, and
visits to the concerned offices as specified in the RFP.
•
Annual Maintenance Charges for the period as specified in the RFP.
•
Transportation and Forwarding charges to respective sites.
•
Training costs for the product/service/equipment if and as defined in
RFP.
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•
Service Level Agreement (SLA) costs as defined in RFP for applicable
period.
•
Facility Management/infrastructure support costs as defined in RFP.
•
Insurance to cover the equipment for and from transit period till
installation.
The TCO shall be arrived at after deducting ‘buy back’ costs involved and if/as
defined in the RFP.
TCO, however, shall not include variables of octroi and entry tax. These shall be
paid as per actual and on production of receipts. However, no penalties respecting
octroi or entry tax shall be paid by the Bank and the vendor shall bear such
expenses.
DATE/TIME FOR TRAINING:
•
The Venue, Date, Time etc. for training in Reverse Auction shall be advised at
the appropriate time.
•
The Bank shall Endeavour to fix such Date/Time at mutual convenience to the
vendor/s, service provider and the Bank.
•
No request for postponement/fixing of Training Date/Time shall be
entertained which in the sole view and discretion of the Bank might result in
any avoidable delay to either the Reverse Auction or the whole process of
selection of vendor.
DATE/TIME OF REVERSE AUCTION:
The Date and Time of commencement of Reverse Auction as also Duration of
‘Reverse Auction Time’ shall be communicated at least 7 working Days prior to such
auction Date.
Any force majeure or other condition leading to postponement of auction shall
entitle the Bank to postponement of auction even after communication, but, the
Bank shall be obliged to communicate to all participating vendors the
‘postponement’ prior to commencement of such ‘Reverse Auction’.
CONDUCT OF REVERSE AUCTION:
The Reverse Auction shall be conducted on a specific web portal meant for this
purpose.
The Reverse Auction may be conducted by the Bank itself or through a service
provider specifically identified/appointed/empanelled by the Bank.
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SERVICE PROVIDER’S ROLE & RESPONSIBILITIES:
In all Reverse Auctions conducted by the Bank through a Service Provider, the Bank
shall enter into a separate agreement clearly detailing the role and responsibilities of
the service provider hosting the web portal for the Reverse Auction.
For creating necessary obligations and rights, the service provider will also enter into
an agreement with each vendor as per a format designed by him for this purpose.
The Bank shall resolve any points/issues concerning such agreement of vendor and
service provider.
While a Service Level Agreement (SLA) by the bank with the service provider is an
arrangement for smooth and fair conduct of the Reverse Auction, the Bank shall be
directly responsible to vendors for fair and transparent conduct of Reverse Auction.
The service provider at the end of each Reverse Auction shall provide the bank
with all details of the bids and reports of reverse auction.
The service provider shall also archive the data pertaining to the Reverse
Auction for a minimum period of 3 years.
TRAINING AND AUCTION:
•
Service provider / auctioneer are responsible for conduct of adequate training
to all technically qualified bidders representing the reverse auction and
bidding process.
•
Each vendor / bidder shall participate in the training at his / their own cost.
•
Wherever it is considered necessary and asked by the bidders or as decided by
the auctioneer or by Bank a mock auction may also be conducted for the
benefit of all concerned.
•
Authorized representatives of the bidders named in the authorization letter
given by the vendor (Annexure B) shall be given unique user name, password
by the service provider / auctioneer.
•
Each bidder shall change the password and edit the information in the
registration page after receipt of initial password.
•
All the bids made from the log-in ID given to bidder shall ipso-facto be
considered bid made by the vendor / bidder to whom log-in ID and password
were assigned by the service provider / auctioneer.
•
Any bid once made through registered log-in ID / password by the vendor /
bidder cannot be cancelled. The bidder, in other words, is bound to sell the
“Offering” as per the RFP at the bid price of TCO.
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•
Every successive bid by the bidder / vendor being detrimental bidding shall
replace the earlier bid automatically and the final bid as per the time and login ID shall prevail over the earlier bids.
•
The Bank shall conduct the reverse auction as per the Standard English reverse
auction, that is, no two bids can have identical price from two different
vendors. In other words, there shall never be a “Tie” in bids.
PROXY BID:
•
A proxy bid is one where vendor can submit the lowest bid amount by him in
strict confidence to the system directly. This obviates the need for him
participating in the bidding process until the proxy bid amount is decrement
ally reached by other bidders.
•
When proxy bid amount is reached, the vendor has an option to revise the
proxy bid amount or he can prefer to start participating in bidding process.
•
Since it is an English auction with no ties, two vendors submitting identical
proxy bid amount and succeeding in auction simultaneously does not arise.
•
During training, the issue of proxy bidding will be clarified in detail by the
service provider.
TRANSPARENCY IN BIDS:
All bidders will be able to view during the auction time the current lowest price in
portal. Bidder shall be able to view not only the lowest bid but also the last bid
made by him at any point of time during the auction time.
MASKING OF NAMES:
Names of bidders/ vendors shall be anonymously masked in the Reverse Auction
process and vendors will be given suitable dummy names.
After completion of Reverse Auction, the service provider / auctioneer shall submit a
report to the Bank with all details of bid and the original names of the bidders as also
the L1 bidder with his / their original names.
START PRICE:
Bank shall determine the start price either on its own or through asking for
information of price band on TCO from each vendor at appropriate time during or at
the conclusion of technical evaluation. Based on the price band so informed by
vendors, Bank would determine the start price for reverse auction.
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DECREMENTAL BID VALUE
The vendors shall be able to bid only at a specified decrement value and not at any
other fractions. The Bid decrement value shall be Rs 7500/- or 0.25% of the Start
price of the Reverse Auction, whichever is higher.
The bid decrement value shall be rounded off to the nearest thousands of rupees.
For the sake of convenience of vendors, the web portal shall display the next
possible decremented value of bid. It is not, however, obligatory on the part of
vendors to bid at the next immediate lower level only. (That is, bids can be even at
2 or 3 lower levels than the immediate lower level.)
COPY OF BUSINESS RULES
The Bank shall supply copy of the Business rules to any vendors / bidders, wishing to
participate in the reverse auction. Such request shall be made in writing to the Bank
by an authorized representative of the vendor.
•
The Bank shall also handover a copy of the Business Rules with a
covering letter duly signed by an authorized signatory of the Bank.
•
For any dispute concerning the Business Rules, the hard copy of
Business Rules supplied by the Bank for the reference of reverse auction
process will alone be considered final and binding.
REVERSE AUCTION PROCESS:
In order to reduce the time involved in the procurement process, Bank shall be
entitled to complete the entire procurement process through a single Reverse
Auction. For this purpose, Bank shall do all it can to award the contract to L1 bidder
or in the circumstances where awarding of contract may have to be done to the L2,
L3 bidder as provided for in the RFP.
The Bank shall however, be entitled to cancel the procurement of Reverse
Auction process, if in its view procurement or reverse auction process cannot be
conducted in a fair manner and / or in the interest of the Bank.
The successful vendor shall be obliged to provide a Bill of Material at the last
bid price at the close of auction.
EXPENDITURE ON REVERSE AUCTION:
All expenses of reverse auction shall be borne by the Bank. Vendors, however,
shall attend the training or mock auction at their own cost.
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CHANGES IN BUSINESS RULES:
Any change in Business Rules as may become emergent and based on the
experience gained shall be made only by a Committee of senior / top executives of
the Bank.
•
Any / all changes made in Business Rules shall be uploaded in the
Website immediately.
•
If any reverse auction process has commenced and a change is made in
Business Rules, it shall be informed immediately to each vendor/ bidder
and his concurrence to / acceptance of the change shall be obtained in
writing by the Bank.
DON’TS APPLICABLE TO THE BIDDER/VENDOR:
•
No vendor shall involve himself / itself or any of his / its representatives in
any price manipulation directly or indirectly with other bidders. If any such
practice comes to the notice, Bank shall disqualify the vendor / bidders
concerned from the reverse auction process.
•
Bidder shall not disclose details of his bids or any other details concerning
Reverse Auction process of the Bank to any other third party without specific
permission in writing from the Bank.
•
Neither Bank nor service provider / auctioneer can be held responsible for
consequential damages such as no power supply, system problem, inability to
use the system, loss of electronic information, power interruptions, UPS
failure, etc. (Bank shall, however, entertain any such issues of interruptions,
problems with open mind and fair degree of transparency in the process
before deciding to stop or extend the auction.)
GRIEVANCES REDRESSAL:
•
Any aggrieved vendor / bidder through Reverse Auction process can make
complaint in writing within 48 hours of the Reverse Auction to the Chief
Compliance Officer of the Bank.
•
The Chief Compliance Officer along with the Chief Law Officer of the bank
and Chief of Audit Dept. shall give personal hearing to the aggrieved bidder /
vendor and decide upon the complaint / grievance.
•
Decision of the Grievance Redressal Committee shall be binding on the Bank as
well as on all vendors participating in the Reverse Auction.
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ERRORS AND OMISSIONS:
On any issue or area of material concern respecting Reverse Auction not specifically
dealt with in these Business Rules, the decision of the bank shall be final and binding
on all concerned.
*******************************
1.16 ANNEXURE - F-1 (Reverse Auction Compliance Statement)
COMPLIANCE STATEMENT
(To be submitted by all the vendors participating in Reverse Auction)
To,
Asst. General Manager
Union Bank of India
Technology Centre, 2nd Floor
AdiShankaracharyaMarg,
JogeswariVikhroli Link Road,
Powai, Mumbai – 400 072
DECLARATION
We ______________________(name of the company) hereby confirm having
submitted our bid for participating in Bank’s RFP dated _________ for
procurement of ____________.
We also confirm having read the terms of RFP as well as the Business Rules
relating to the Reverse Auction for this RFP process.
We hereby undertake and agree to abide by all the terms and conditions
stipulated by Union Bank of India in the RFP document including all annexure and
the Business Rules for Reverse Auction.
We shall participate in the on-line auction conducted by _______________ Ltd.
(Auction Company) and submit our commercial bid. We shall also abide by the
procedures prescribed for online auction by the auction company.
We, hereby confirm that we will honour the Bids placed by us during the auction
process, failing which we shall forfeit the EMD. We also understand that the bank
may debar us from participating in future tenders.
We confirm having nominated Mr ________________, designated as
______________ of our company to participate in the Reverse Auction on behalf
of the company. We undertake that the company shall be bound by the bids made
by him in Reverse Auction.
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We undertake to submit the confirmation of last bid price by us to the auction
company/Bank within 48 working hours of the completion of event. We also
undertake to submit the Bill of Materials for the TCO (Total Cost of Ownership) in
terms of RFP.
Signature with company seal
Name –
Company / Organization –
Designation within Company / Organization –
Address of Company / Organization –
Date:
Name of Authorized Representative:
_______________________
Signature of Authorized Representative: ____________________
Verified above signature
Competent Authority Signature: ___________________________
Date: _________________
1.17 ANNEXURE - F-2 (Reverse Auction – Participation letter)
Letter of Authority for participation in Reverse Auction
To,
Asst. General Manager
Union Bank of India
Technology Centre,2nd Floor
AdiShankaracharyaMarg,
JogeswariVikhroli Link Road,
Powai, Mumbai – 400 072
We ______________________(name of the company) have submitted our bid for
participating in Bank’s RFP dated _________ for procurement of ____________.
We also confirm having read and understood the terms of RFP as well as the
Business Rules relating to the Reverse Auction for this RFP process.
As per the terms of RFP and Business rules, we nominate Mr. ______________,
designated as ______________ of our company to participate in the Reverse
Auction.
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We accordingly authorize Bank and / or the Auction Company to issue user ID and
password to the above named official of the company.
Both Bank and the auction company shall contact the above named official for
any and all matters relating to the Reverse Auction.
We, hereby confirm that we will honour the Bids placed by Mr. __________ on
behalf of the company in the auction process, failing which we will forfeit the
EMD. We agree and understand that the bank may debar us from participating in
future tenders for any such failure on our part.
Signature with company seal
Name –
Company / Organization –
Designation within Company / Organization –
Address of Company / Organization –
Date :
Name of Authorised Representative: ______________________
Designation of Authorized Representative: _________________
Signature of Authorized Representative: ___________________
Verified by: _________________________________________
Signature of Verifying Authority: _______________________
Date: ________________
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