BOI BNA RFP BOI/HO/IT/BNA/2012-13/1 dated … 5 BNA.pdfThe Core Banking Software of the Bank is Finacle version 7.025 of Infosys maintained by Hewlett Packard India Ltd. The Delivery

BOI BNA RFP BOI/HO/IT/BNA/2012-13/1 dated 26/11/2012

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REQUEST FOR PROPOSAL

SUPPLY INSTALLATION COMMISSIONING OF 5 BUNCH NOTE ACCEPTOR MACHINES

FOR DEPLOYMENT AT BRANCHES OF BANK OF INDIA Date 26/11/2012

Ref No. IT/HO/BNA/2012-13/1


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Index

The services / products required, bidding procedures, and contract terms are

prescribed in this Request for Proposal (RFP) document. The RFP document

include:

(a) PART 1 - Invitation to Bid

(b) PART 2 - Disclaimer

(c) PART 3 - Eligibility Criteria

(d) PART 4 - Scope of Work

(e) PART 5 - Terms and Conditions of Contract

(g) PART 6 - Technical Specifications

(h) PART 7 - Price Bid Format

(g) PART 8 - Forms

PART 1 INITATION TO BID

The Bank of India a Public Sector Bank (hereinafter referred to as “Bank”) invites

bids from Companies who have proven experience in undertaking the activity of

supply, installation, commissioning and maintenance of Automated Teller Machines

(ATMs) and Bunch Note Acceptor Machines (BNA) for banks in India for installation

of 5 BNAs at its Metropolitan branches. The companies submitting Bid in response

to this Request for Proposal are referred to as the Bidder /s in this document and the

selected lowest vendor is referred to as the Vendor.

1.1 Existing set up of the Bank

The Bank has all its 4200 branches on Core Banking Solution (CBS) across the

country. The Bank has so far installed 1800 ATMs having presence across the

country.

The Core Banking Software of the Bank is Finacle version 7.025 of Infosys

maintained by Hewlett Packard India Ltd. The Delivery channels communicate with

CBS through interface Connect24.

The ATM Switch of the Bank is IST Switch located at Bank’s Data Centre (DC) at

CBD Belapur being managed by FIS Payment Solutions and Services India Pvt. Ltd.

(FIS). The Disaster Recovery (DR) ATM switch is installed at FIS Data Centre

located at Chennai.


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1.2 Schedule of RFP submission and details for Communication

Address for Communication The General Manager

Information Technology Department,

8th Floor, Star House, C-5, G-Block,

Bandra Kurla Complex,

Bandra East, Mumbai – 400 051.

Contact Person and Contact No. Ms. Yashodhara Khanolkar

Senior Manager

Ph.No-022-66684861

E-Mail:

[email protected]

Mr. Anand Jamkhandi

Assistant General Manager

Ph.No-022-66684876

E-Mail: [email protected]

Mr. Ashutosh Mishra

Assistant General Manager

Ph.No-022-66684887

E-Mail: [email protected]

Last Date and Time for Receipt

at Bank of India Head office

4/12/2012 by 11.00 a.m.

RFP submitted later than the time and date

mentioned above will not be accepted.

Address:

Bank of India, Information Technology

Department, Head office, Star House, C-5,

G-Block, 8th Floor, West Wing Bandra Kurla

Complex, Bandra (East) Mumbai – 400 051.

Date and Time of Opening of

Technical Bid

4/12/2012 by 11.15 a.m.

PART 2 : DISCLAIMER

2.1 The information contained in this RFP document or any information provided

subsequently to Bidder(s) whether verbally or in documentary form by or on behalf

of the Bank, is provided to the Bidder(s) on the terms and conditions set out in this

RFP document and all other terms and conditions subject to which such information

is provided.

mailto:[email protected]


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2.2 This RFP is neither an agreement nor an offer and is only an invitation by

Bank to the interested parties for submission of bids. The purpose of this RFP is to

provide the Bidder(s) with information to assist the formulation of their proposals.

This RFP does not claim to contain all the information each bidder may require.

Each Bidder should conduct its own investigations and analysis and should check

the accuracy, reliability and completeness of the information in this RFP and where

necessary obtain independent advice. Bank makes no representation or warranty

and shall incur no liability under any law, statute, rules or regulations as to the

accuracy, reliability or completeness of this RFP. Bank may in its absolute

discretion, but without being under any obligation to do so, update, amend or

supplement the information in this RFP.

2.3 This is not an offer by the Bank but only an invitation to bid in the selection

process initiated by the Bank. No contractual obligation whatsoever shall arise from

the RFP process until a formal contract is executed by the duly authorised signatory

of the Bank and the Bidder.


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PART 3 ELIGIBILTY CRITERIA

Sl.No. Criteria Documents to be submitted

1. Bidder should be a registered

company in India under Companies

Act 1956 and should have been in

operation for at least two years as

on date of RFP.

Copy of the Certificate of

Incorporation and Certificate

of Commencement of

Business.

2. Bidder should be Original

Equipment Manufacturer of ATMs

or their authorized representative

/distributors in India with at least

500 installations of ATMs / Cash

Dispensers / BNAs in India as on

01.12.2012.

An Authorised representative

should submit Manufacturers

Authorisation Certificate.

Supported by documentary

evidence.

Letters from the concerned

organization confirming

successful implementation of

ATM project with them to be

submitted with following

details:

Name of the client

Number of Locations

Type of Model

Scope of Project

Name of the person who can

be referred to from Clients’

side, with Name, Designation,

Postal Address, Phone and

Fax numbers, E-Mail Ids, etc.,

(Attach copies of purchase

orders)

The bank reserves the right to

inspect such installations

while evaluating the Technical

Bid.

3. The OEM’s BNA proposed in the

Bid should have been installed at

least at two locations in India and

working satisfactorily.

POCs done will not be treated as

experience of the Bidder.

Supported by documentary

evidence.

Letters from the concerned

organization confirming

successful implementation of

BNA project with them to be

submitted with following

details:

Name of the client

Number of Locations

Type of Model

Scope of Project


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Name of the person who can

be referred to from Clients’

side, with Name, Designation,

Postal Address, Phone and

Fax numbers, E-Mail Ids, etc.,

(Attach copies of purchase

orders)

The bank reserves the right to

inspect such installations

while evaluating the Technical

Bid.

4. Minimum annual turnover should

not be less than Rs. 50 crores in the

last two financial years as per

audited financial statements.

Audited Financial statements

to be submitted.

5. Bidder should have service centres

at locations across India covering

all metro and important cities.

Detailed list of authorized

service centres.

6. Bidder should not have been

blacklisted by any PSU Bank /

IBA/RBI during the last three years.

Self certification in the offer

letter.

Note:- Either the BNA manufacturer or their authorized distributor in India can directly bid in the tender but both of them cannot bid for the same make. Bidder must comply with all the above mentioned criteria. Non-compliance of

any of the criteria will entail rejection of the Bid. Copies of the relevant

documents / certificates should be submitted as proof in support of the

claims made.

PART 4 Broad Scope of Work

4.1 Bank is looking for Bidders who can supply, install, commission and maintain

BNAs. The Bank proposes to procure and deploy 5 BNAs at Metro branches in the

city of Mumbai and Navi Mumbai. The BNAs will be installed within the branch lobby.

Initially the BNA will support the functionality of Cardless online deposit of Cash to

the credit of account maintained at any branch of the Bank with ISO 8583 message

interfaced to the Core Banking Solution. Simultaneously, the Bank also proposes to

provide card based transactions of balance enquiry, deposit of cash, fund transfer

etc to the card-holders account. The requirement of functionality is given in para

4.8.2 of this document.

4.2 BNAs with technology and functionalities like touch screen, Triple DES

enabled, EMV certified, dip smart card reader, etc. have to be supplied and installed


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at sites decided by the Bank. The BNAs should have capability / features for remote

monitoring of their all round health / status. Electronic journal pulling software /

agent for pulling it to a central site. The detailed technical specifications of BNA are

given in PART 6 of this document.

4.3 BNA should also verify the genuineness of the notes online while accepting

currency notes form depositing in accounts.

4.4 BNA should have the capability of impounding the counterfeit currency. 4.5. Vendor should update the software to support all new variants of currency notes

as well as new denominations, if any, issued subsequently without any extra cost to

the Bank during the period of warranty and AMC. Bidder should undertake to

upgrade the counterfeit currency detecting software minimum once in six months.

4.6. Bunch Note Acceptor should accept Bulk deposit of cash with facility to

recognize genuine currency of multiple denominations and accept at least 200 notes

at one go and prompt for more before processing the transaction.

4.7. BNA should have capacity of notes storage with four storage cassettes and

each cassette should have capacity of minimum 2000 notes.

4.8 Functional Specifications

4.8.1 The Bank initially intends to implement Cardless transactions of cash deposit

by interfacing to the Core Banking Solution using ISO 8583 message standard with

following broad functionality:-

i. Depositing Cash to the Credit of various types of customer accounts by

input of 15 digit beneficiary account number

ii. Configure interface for processing transactions as per the messages

received from Core Banking Solution.

iii. Accepting currency note of Rs. 50, 100, 500 and 1000 and verify the

genuinely of the notes before acceptance.

iv. Disabling retraction feature

v. Impounding of counterfeit currency notes, stacking the same in URJB

with appropriate JP log capture of Transaction serial number and

denominations of notes.

vi. Rejecting / returning No Bank Note without the feature of retraction

vii. Rejecting /returning soiled notes with tolerance level set by the Bank

without the feature of retraction

viii. Rejecting /returning suspicious notes without the feature of retraction

ix. Accepting real bank note


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x. Allowing user to backtrack the transaction by offering confirm the deposit

menu. In case user cancels the transaction returning of the entire cash

except notes diverted for impounding

xi. Sending message to Core Banking for Crediting the account.

xii. Printing of receipt for the user (upon obtaining confirmation message from

Core Banking) with denomination details of cash credited to account, the

currency rejected, date and time stamp, transaction details and

beneficiary account number details and account name.

xiii. EoD report to be customised as per Bank’s requirement

xiv. Appropriate messages on the screen as user prompts and guidance to

user etc.

xv. Capability to track the depositor for counterfeit currency notes preferably with Recognition of the serial nos. of individual currencies Storing & passing on image data for later processing

4.8.2 During the period of Warranty and AMC the Bank would implement Card

based transactions on BNA using interface to Bank’s IST ATM Switch with following

broad functionality:-

i. Deposit of Cash to the Card holders Primary and other linked

accounts

ii. PIN change facility

iii. Updation of mobile number

iv. Tax payments

v. Remittance through IMPS/ NEFT/IMT vi. Receipt Printing for Transaction with following details:

Date and Time Location Code (Alphanumeric) Card no. Account No. Transaction SL No. Amount Description of transaction

vii. Should allow cardholder to cancel a transaction before its execution. (Appropriate message should appear guiding the customer)

viii. Should have the diagnostic tools for monitoring cash position and CD status giving comprehensive error reporting

ix. Should maintain audit trail with date and time stamp for each transaction

x. Should recognize and differentiate the cardholders of Bank and other Banks.

xi. Should function round the clock with built-in fault tolerance features xii. Should be capable of Audio guidance in all the two / three languages.

(The required WAV files to be provided by the vendor) xiii. Should support both pin based and biometric authorization of

transactions


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4.9 BNA should be provisioned to add further functions easily and also to disable any of the functions as per Bank’s requirements. PART 5 TERMS AND CONDITIONS

5.1 Bid Document Availability

Bidding Document may be obtained from the Bank at the following The address or

downloaded from Bank’s website www. bankofindia.com and the bid should be

submitted on or before the due date and time brought out in this RFP document at

the address given below:

The General Manager,

Bank of India, Head Office,

Information Technology Department

Star House, C-5, G-Block,

Bandra Kurla Complex,

Bandra (East), Mumbai-400051,

Fax No. 022-66684890

5.2 Period of Contract

5.2.1 Comprehensive Warranty

Vendor should provide Comprehensive Warranty for a period of one year from the

date of acceptance of the BNA (as per para 5.9 below) and during warranty period

Bank will not pay any charges for Engineer’s visit charges and any part replacement

cost during Warranty Period except when the BNA part is physically damaged by

miscreant or otherwise.

5.2.1.1 Vendor should guarantee that the equipment delivered to the Bank is brand

new, including all components.

5.2.1.2 The vendor should also guarantee that all the hardware and software

supplied by the vendor is licensed and legally obtained.

5.2.1.3 Vendor shall be fully responsible for the manufacturer’s warranty in respect

of proper design, quality and workmanship of all equipment, accessories etc.

covered by the offer.

5.2.1.4 Vendor must warrant all equipment, accessories, spare parts etc., against

any manufacturing defects during the warranty and AMC period.


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5.2.1.5 During the warranty period vendor shall maintain the equipment and

repair/replace all the defective components at the installed site, at no additional

charge to the Bank. The vendor should replace the part, in case of requirement

without any cost to Bank within maximum two days from the date of the call logged

over phone or e-mail.

5.2.2 Annual Maintenance Contract (AMC)

5.2.2.1 Vendor should provide comprehensive AMC for minimum period of four

years after the expiry of One year Warranty period at the agreed prices for

maintenance of the BNA.

5.2.2.2 During the period of warranty and subsequent AMC period for BNAs, repair

and replacement of parts on account of product malfunctioning caused by

circumstances not attributable to the Bank should be done free of cost by the vendor

within 4 hours if it affects / impacts the operation of BNA and within two working days

(if it does not impact the operation of BNA). Penalties will be levied @ Rs 500/- per

incident per day for incidents which affect the working/ operations of the BNAs. The

penalties will be recovered from any payment due to the vendor under the contract

with the Bank. The period of non-accessibility of the BNA for resolution of the issue

on account of closure of the branch in which the BNA is installed and force majeure

circumstances shall be excluded from calculation of penalty.

5.2.2.3 Maintenance under this agreement shall cover, inter alia, free provision of

such spares, parts, kits, software, including ej pulling, as and when necessary to

ensure that the Equipment function in a trouble-free manner. The Vendor will be

responsible for attending JP roll replacement, removal of JP paper jam, currency jam

at cassettes, currency jam / fault developed at deposit / dispense slots etc. Vendor

shall correct any faults and failures in the Equipment and shall repair and replace

worn out defective parts of the Equipment as and when requested by the Bank, 24

hours a day, 7 days a week. In other words, such services should be made available

to the Bank round the clock throughout the year.

5.2.2.4 Cassettes will have a one year warranty, they will not form part of the AMC.

However, if no physical damage is observed and still the cassette is non-functioning

then the cassette will be treated as faulty and should be replaced free of cost by the

vendor.

5.2.2.5 Maintenance under the agreement shall include two updates of screens, two

times IP changes / change of combination lock in a single year, de-installation and

reinstallation of entire set up activation of ej for requirement of shifting of BNA once

during the contract period. The shifting / transportation cost will be borne by the

Bank.


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5.2.2.6 In cases where unserviceable parts of the Equipment need replacement on

account of product malfunction caused by circumstances not attributable to the

Bank, Vendor shall repair/ replace such parts at no extra cost to the Bank.

5.2.2.7 Bidder shall provide repair and maintenance service for resolution of the

issues through its own service personnel on telephonic /email communication by the

Bank. All repairs and maintenance service described herein shall be performed by

qualified maintenance engineers totally familiar with the equipment.

5.2.3 If any particular machine is frequently becoming out of order for mechanical

reasons for more than three times in a month and such incidence occurs for three

consecutive months, the Bank may ask the vendor to replace the machine and

Vendor should replace the machine with another new machine at no extra cost to the

Bank.

5.2.4 The vendor should timely apply/load all software patches, templates of new

notes and fake notes, loading of complete new screens (note more two times in a

year) in the individual BNA during the Warranty and AMC period. This job has to be

done as part of Warranty and AMC support services, without any extra cost/visit

charges. In case BNA accepts any counterfeit note/es, the incident will be reported

to the Vendor and vendor has to make good for the loss immediately. The

configuration of the BNA should be checked immediately and rectified.

5.2.5 Functionality of Cardless transactions as mentioned in para 4 above requires

to be customised and successfully tested within one week of deployment of machine

at the branch. Functionality of Card based transactions for all types of Cards

interfacing Bank’s ATM switch as mentioned in Part 4 above should also be provided

free of cost during the Warranty and AMC period.

5.3 The required cabling and conditioned power supply to connect to the Branch

LAN / networking, Air-conditioning arrangement will be done by the Bank.

5.4 Vendor should provide necessary interface, middleware, hardware and

database, if required for seamless interfacing / connecting to Bank’s Core Banking

and ATM Switch without any additional cost.

5.5 The vendor must ensure before delivery that operating system is hardened to

block the services which are not required. The vendor should provide BNA specific

firewall to take care of intrusion detection, port scans and other common virus

attacks.

5.6 Preventive Maintenance


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Bidder shall conduct preventive maintenance (including but not limited to inspection,

testing, satisfactory execution of all diagnostics, cleaning and removal of dust and

dirt from the interior and exterior of the Equipment and necessary repairing of the

Equipment at such intervals (minimum once in a quarter) as may be necessary from

time to time to ensure that the equipment is in efficient running condition so as to

ensure trouble free functioning. The Preventive maintenance should be scheduled

after the business hours of the branch in which the BNA is installed.

5.7 The Vendor shall depute it’s representative / engineer for five working days

on-site at the branch upon commissioning of the BNA for the purpose of training /

educating the branch staff and customers to use the BNA.

5.8 The Vendor shall provide operational onsite training the Bank’s staff in

performing admin job, EOD process, collecting JP roll after EOD, reading the JP

logs, replacing receipt printer roll, removing the cash deposited from the cash

cassettes, safe lock password change etc. including and at no additional cost apart

from the warranty and maintenance services covered under the contract.

5.9 Acceptance Certificates

On successful completion of acceptability test of the functionality required by the

Bank, after the Bank is satisfied with the working of the system and completion of 5

days on site support and training by Vendor’s qualified engineer, the acceptance

certificate signed by the Vendor and the representative of the Bank will be issued.

The date on which such certificate is signed shall be deemed to be the date of

Acceptance / successful commissioning of the systems

5.10 Bidders should note that all the information required by the Bank as per RFP

needs to be provided. Incomplete information may lead to non-selection.

5.11 Period of Validity of Bids

Bids shall remain valid for 180 days from the date of opening of the Bid. A Bid valid

for a shorter period may be rejected by the Bank as non-responsive. In exceptional

circumstances, the Bank may seek the Bidders’ consent for extension of the period

of validity. The request and the responses thereto shall be made in writing.

5.12 Award of Contract

5.12.1 The order of 5 BNAs will be equally distributed among all Bidders if 5

Bidders are evaluated as eligible after opening of Price Bids at the Price quoted by

L1 Bidder.


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In case of more than 5 Bidders eligible after opening of Price Bids the above

distribution will be done amongst L1 to L5 (total five) bidders. Further, one or more

of the next lowest Bidders i.e L2, L3, L4 and L5 do not agree to match the L1 price

then contract for such BNAs would be awarded to the L1 Bidder.

5.12.2 Out of the 5 BNAs proposed to be procured by the Bank under the RFP,

contract for two BNAs will be awarded to the lowest (L1) Bidder and one BNA each

will be awarded to the next lowest that is L2, L3 and L4 Bidders provided the L2, L3

and L4 Bidders agree to match price quoted by L1 Bidder. If any or all of the next

lowest Bidders i.e L2, L3 and L4 do not agree to match the L1 price then contract for

such BNAs would be awarded to the L1 Bidder.

5.12.3 In the event of only three Bidders submitting the Bids in response to the

RFP, contract for three BNAs will be awarded to the lowest (L1) Bidder and one

BNA each will be awarded to the next lowest that is L2, L3 Bidders provided the L2

and L3 Bidders agree to match price quoted by L1 Bidder. If any or all of the next

lowest Bidders i.e L2 and L3 do not agree to match the L1 price then contract for

such BNAs would be awarded to the L1 Bidder.

5.12.4 In the event of only two Bidders submitting the Bids in response to the RFP,

contract for four BNAs will be awarded to the lowest (L1) Bidder and one BNA will be

awarded to the next lowest that is L2 Bidder provided the L2 Bidder agree to match

price quoted by L1 Bidder. If L2 Bidder does not agree to match the L1 price then

contract for such BNAs would be awarded to the L1 Bidder.

5.12.5 Upon issuance of Letter of Intent by the Bank the Vendor should execute

Contract Form as per Form 4 of the document.

5.13 Deployment of BNA

5.13.1 The Bidder shall within fifteen days of awarding of the contract deploy the

model of proposed BNA for the purpose of testing the interface to Core Banking

Solution (if not already tested the same with our Bank). The customisation and

successful testing of the interface to Bank’s Core Banking Solution through ISO 8583

message should be completed within 5 working days.

5.13.2 The Vendor should deploy and commission the BNA at the respective

branch /es within six weeks of receipt of purchase order. The purchase order will be

issued before the testing process completes.

5.14 Order Cancellation


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5.14.1 If the Vendor fails to install and commission the BNA equipment within the

stipulated time schedule or the extended date if communicated by the Bank, it will be

treated as breach of contract. The Bank reserves its right to cancel the order in the

event of delay in customisation / testing of the interface and/or installation /

commissioning of BNA by giving a notice of 7 days to the Vendor.

5.14.2 Upon cancellation of the order the Bank reserves the right to place order for

such number of BNA with next lowest Vendor if L1 price is matched. If the next

lowest Vendor does not accept the order for such BNAs, Bank reserves the right to

award the contract for such BNAs to another Bidder who has been awarded contract

under the RFP and successfully installed the BNA at L1 price.

5.15 Vendors shall indemnify, protect the Bank against all claims, losses, costs,

damages, expenses, action suits and other proceedings, resulting from infringement

of any Patent, trademarks, copyrights, agency/dealership etc., or such other

statutory infringements in respect of the entire software and hardware supplied by

the Vendor.

5.16 At any time prior to the deadline for submission of Bids, the Bank may

modify the RFP Document, by issuing Corrigendum to RFP. Notification of

amendments will be put up on the Bank’s Website and will be binding on all Bidders.

5.17 The Bank shall be under no obligation to accept the lowest or any other bid

received in response to this RFP and shall be entitled to reject any or all offers

without assigning any reason whatsoever.

5.18 Submission of Bids

5.18.1 It is a two staged bidding process. The Bidders’ shall seal one envelope each

of “Technical Bid” and “Price Bid” and both these envelopes shall be enclosed and

sealed in one outer envelope. The Outer envelope should bear the Project Name as

BOI 5 BNA RFP dated 26/11/2012.

The inner envelopes shall bear the Project Name as under:

BOI 5 BNA RFP dated 26/11/2012 Technical Bid or Price Bid as the case may be.

5.18.2 The Technical Bid envelop should contain the following documents:-

a) Form 1 Proposal Form (Price Proposal)

b) Form 3 Conformity to Eligibility Criteria and General details of the Bidder

c) Form 5 Manufactures’ Authorisation Form

d) Form 6 List of Service Centres


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5.18.3 The Price Bid envelope should contain the Price Bid Form as per PART 7 of

the RFP document and Proposal Form 2 (Price Proposal).

5.18.4 Bids should be received by the Bank at the address specified, no later than

the date and time specified in the Invitation to Bid. The Bank may, at its discretion,

extend this deadline for the submission of Bids by issuing corrigendum amending the

RFP. Any Bid received after the deadline for submission of Bids prescribed, will be

rejected and returned unopened to the Bidder.

5.19 Only one Model / Make strictly conforming to the specifications as mentioned in the RFP should be quoted. When the configuration/ feature required is not available in a particular model, the next available higher configuration model shall be offered. The Models proposed/ marked for withdrawal from the market and the models under quality testing should not be offered. The model offered should be supported for a minimum period of 4 years after expiry of warranty period. 5.20 Evaluation of Bids

5.20.1 Technical Bids will be opened in the presence of authorized representatives

of the bidders. No bid will be rejected at the time of opening of the Bid.

5.20.2 The Bank will examine the Bids to determine whether they are complete,

required forms, financial statements, reference letters, make model of BNA offered

etc. have been furnished, the documents have been properly signed, and the Bids

are generally in order. The Bank may, at its discretion, waive any minor infirmity,

non-conformity, or irregularity in a Bid, which does not constitute a material

deviation.

5.20.3 The Bank will examine whether the Bid and the Bidder is eligible in terms of

Part 3 – Eligibility Criteria. During evaluation of the Bids, the Bank at its discretion

may ask a bidder for clarification of its bid. The request for clarification and the

response shall be in writing, and no change in the substance of the bid shall be

sought, offered or permitted.

5.20.4 The Technical response with respect to the make and model quoted and

requirements of technical and functional specifications mentioned in the RFP will be

evaluated. The Bank may cross check with other banks whose reference is

submitted by the Bidder in its Bid and any other external source as deemed fit. The

Bank’s decision on satisfactory level for technical shortlisting of Bid will be binding on

all bidders.

5.20.5 The Price Bids of only those Bidders who are evaluated as eligible /

responsive during Technical evaluation will be opened. The Price Bids will be


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opened in presence of the representatives of the Bidders. The Total price quoted by

the Bidders will be declared at the time of opening. The date and time of opening of

Price Bids will be communicated to such shortlisted Bidders.

5.21 Bid Currency

Bids are to be quoted in Indian Rupees only.

5.22 Bid Prices

5.22.1 Bid price should be quoted as per format given in Part 7 of the RFP.

5.22.2 The per unit quoted price should be all-inclusive price (i.e., including

Technical Service Charges, if any, Excise Duty, Sales Tax/VAT, any other applicable

duties and taxes, packing, Freight and Forwarding, Transit Insurance, Local

transportation, Hamali Charges, completing the Road permit formalities, if required,

installation charges etc. The vendor shall coordinate with the concerned agencies to

complete the road permit formalities, if any, and there shall not be overhead costs to

the Bank for obtaining such road permits. However, Octroi/ Entry Tax if applicable

will be reimbursed at actual, subject to production of original receipts.

5.22.3 The amount of AMC per unit quoted for four years period should be

exclusive of Service tax. The Service tax as applicable from time to time on the AMC

payable will be borne / paid by the Bank. In case of any new tax on the fees payable

for AMC services rendered by the vendor being introduced subsequently, the same

will be borne by the Bank.

5.22.4 Prices quoted by the Bidder shall be fixed during the Contract Period of 5

years comprising of One year Warranty and four years AMC. The price quoted shall

not be subject to variation on any account, including exchange rate fluctuations. A

Bid submitted with an adjustable price quotation will be treated as non-responsive

and will be rejected.

5.23 Payment Terms

5.23.1 Upon delivery of the BNA at the branch site 50% of the unit cost will be paid.

The payment will be made against production of delivery challan and invoices. The

balance 50% will be paid upon acceptance of the BNA and submission of

Performance Bank Guarantee. The TDS will be deducted at the applicable rate as

per provisions of the applicable law. This payment will be made centrally by the

respective Zonal Office controlling the respective branch. This payment will be made

on site by site basis.


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5.23.2 Upon completion of the warranty period, the AMC charges will be paid on half

yearly arrears basis after ensuring renewal of Performance Guarantee. The AMC

charges quoted for four years will be divides equally to arrive at the portion charges

for 6 months. The applicable service tax will be paid separately. The AMC charges

will be released centrally by the respective Zonal Office. This payment will be made

on site by site basis. The TDS will be deducted at the applicable rate as per

provisions of the applicable law.

5.24 Performance Bank Guarantee

5.24.1 The selected Vendor shall provide on an annual basis a Performance Bank

Guarantee from a reputed public sector or private sector bank for an amount of

2,00,000/- per BNA for the total no. of BNAs installed at the branches under one

Zone of the Bank. Performance Bank Guarantee will be annually renewable through

the period of contract with a claim period of 3 (three) months.

5.24.2 In the event of non-performance of obligations the Bank shall be entitled to

cancel the contract and invoke the Performance Bank Guarantee without notice or

right of demur to the Vendor apart from the other provisions of cancelling the order in

terms of the.

5.25 Resolution of Disputes

5.25.1 The Bank and the Supplier shall make every effort to resolve amicably by

direct informal negotiation, any disagreement or dispute arising between them under or in connection with the Contract.

5.25.2 If, after thirty (30) days from the commencement of such informal

negotiations, the Bank and the Supplier have been unable to resolve amicably a Contract dispute, either party may require that the dispute be referred for resolution to the formal mechanisms specified herein below. These mechanisms may include, but are not restricted to, conciliation mediated by a third party, adjudication in an agreed national forum.

5.25.3 The dispute resolution mechanism to be applied shall be as follows:

a) In case of Dispute or difference arising between the Bank and a Supplier relating to any matter arising out of or connected with this agreement, such disputes or difference shall be settled in accordance with the Arbitration and Conciliation Act, 1996. Where the value of the contract is above Rs. 1 Crore, the arbitral tribunal shall consist of 3 arbitrators one each to be appointed by the Bank and the Supplier. The third Arbitrator shall be chosen by mutual discussion between the Bank and the Supplier.

b) Arbitration proceedings shall be held at Mumbai, India, and the


Page 18 of 36

language of the arbitration proceedings and that of all documents and communications between the parties shall be English;

c) The decision of the majority of arbitrators shall be final and binding upon both parties. The cost and expenses of Arbitration proceedings will be paid as determined by the arbitral tribunal. However, the expenses incurred by each party in connection with the preparation, presentation, etc., of its proceedings as also the fees and expenses paid to the arbitrator appointed by such party or on its behalf shall be borne by each party itself; and

d) Where the value of the contract is Rs. 1 Crore and below, the disputes or differences arising shall be referred to the Sole Arbitrator. The Sole Arbitrator should be appointed by agreement between the parties.

5.26 Jurisdiction

All disputes would be subject to Indian laws and jurisdiction, and settled at courts in

Mumbai.

5.27 Indemnity

The Vendor shall indemnify, protect and save the Bank against all third party claims,

losses, costs, damages, expenses, action suits and other proceedings, resulting

from infringement of any law pertaining to patent, trademarks, copyrights, licensing

etc. or such other statutory infringements in respect of all the hardware and software

used by them.

5.28 The Bank reserves the right to accept or reject any Bid /offer received in part

or in full, and to cancel the Bidding process and reject all Bids at any time prior to

contract of award, without thereby incurring any liability to the affected or Bidder or

Bidders or any obligation to inform the affected Bidder or Bidders of the grounds for

the Bank’s action.

Bank reserves the right to cancel the entire Bidding process at any stage without

assigning any reason whatsoever.

5.29 Force Majeure

5.29.1 The Vendor or the Bank shall not be liable for default or non-performance of

the obligations under the contract, if such default or non-performance of the

obligations under this contract is caused by any reason or circumstances or

occurrences beyond the control of the Vendor or the bank, i.e. Force Majeure. For

the purpose of this clause, “Force Majeure” shall mean an event beyond the control

of the parties, due to or as a result of or caused by act of God, wars, insurrections,

riots, earth quake and fire, revolutions, floods, epidemics, quarantine restrictions,


Page 19 of 36

trade embargos, declared general strikes in relevant industries, satellite failure, act of

Govt. of India, events not foreseeable but does not include any fault or negligence or

carelessness on the part of the parties, resulting in such a situation. In the event of

any such intervening Force Majeure, either party shall notify the other in writing of

such circumstances and the cause thereof immediately within five calendar days.

Unless otherwise directed by the Bank, the Vendor shall continue to

perform/render/discharge other obligations as far as they can reasonably be

attended/fulfilled and shall seek all reasonable alternative means for performance

affected by the Event of Force Majeure.

5.29.2 In such a case, the time for performance shall be extended by a period(s)

not less than the duration of such delay. If the duration of delay continues beyond a

period of 180 days, the Bank and the Vendor shall hold consultations with each other

in an endeavor to find a solution to the problem. Notwithstanding above, the decision

of the Bank shall be final and binding on the Vendor.


Page 20 of 36

PART 6 TECHNICAL SPECIFICATIONS

FRONT ACCESS BUNCH NOTE ACCEPTOR

Name of the Manufacturer:

Make and Model:

Sl No

Features Yes / No

Remarks

1. Processor

1.1 Intel® Core2Duo Processor min 2.2GHz or above

1.2 2 GB DDR2 RAM or higher

1.3 2x 160 GB IDE/SATA HDD

1.4 USB ports in front for front access BNAs

1.5 DVD Writer

1.6 101Keys Keyboard

1.7 Microsoft Windows XP with SP3 or higher, with roadmap to Windows 7 Support. H/W should support Win 7 without any additional upgrade

1.8 Software with CEN 3.0 complaint XFS and cross-vendor support

1.9 OS hardening (with firewall). BNA should be adequately hardened and only white listed / essential services. No malware including viruses, worms, Trojans should enter the BNA and affect the system.

2. Currency Chest

2.1 UL 291 Level1 certified secured chest

2.2 S&G / MAS Hamilton (KABAMAS-CENCON) dual electronic combination lock of 6+6 digits with capability having One time combination (OTC) option and audit trail without any hardware change

2.3 Alarm sensors for temperature status, vibration status and chest open status while sending signal/messages to Switch/Management Centre

3. Hybrid Dip Card Reader

3.1 Dip Smart Card Reader with capability to read track 1 & 2

3.2 EMV Level 1 Version 4.0 or later, as certified

3.3 BNA should be ready for using EMV chip cards

3.4 Software, firmware, license for using smart card on BNA

4. Customer Interface on BNA

4.1 15” LCD


Page 21 of 36

Sl No

Features Yes / No

Remarks

4.2 Vandal Screen with Privacy Filter

4.3 Rugged spill proof Triple DES enabled keyboard with polycarbonate tactile / stainless steel EPP pin pad keys, EPP pin pad to be PCI Compliant with sealed metal keypad

4.4 Touch screen with support for visually handicapped through Function Defined Keys 4 + 4

4.5 Braille stickers on all devices as per requirements to support the visually challenged

4.6 Voice guidance support with internal speakers & headphone jack

5. Bunch Note Acceptor

5.1 Bunch Note Accepting with capacity upto 200 notes accepting all denominations Rs.50, Rs.100, Rs.500 & Rs.1000

5.2 BNA should have template for all new variants of Rs.50, Rs.100, Rs.500 & Rs.1000. Vendor to provide details. Vendor should update the software to support all new variants currency notes as well as new denominations, if any, issued subsequently without any extra cost to the Bank.

5.3 Minimum of 4 Deposit cassettes

5.4 Each Cassette should have capability to hold notes of any denominations

5.5 Denomination-wise sorting of the deposited currency notes

5.6 Cassettes capacity of minimum 2000 notes

5.7 Reject Bin with capability to hold Reject /Retracted notes

5.8 Four orientation bill validation for good and bad currencies

5.9 Notes deposited should be categorized and put into individual bins once they are accepted by the machine

5.10 Should support cardless transactions for account based transactions

5.11 Should support cardbased transactions for all types of cards issued by the Bank

5.12 Appropriate treatment for various categories of Bank Notes,viz. 1. No Currency Note (Reject) 2. Counterfeit Currency Note (Impound) 3. Suspicious Currency Note (Reject) 4. Real Currency Note (Accept) 5. Soiled Currency Note (Reject)

5.13 Capability to track the depositor for counterfeit


Page 22 of 36

Sl No

Features Yes / No

Remarks

currency notes preferably with - Recognition of the serial nos. of individual

currencies - Storing & passing on image data for later

processing

5.14 Foreign object detection in the input tray

5.15 Should support both pin based and biometric authorization of transactions

6. DES chip / Security

6.1 Capable of supporting Remote key Management – DES/RSA

6.2 Triple DES chip with encryption / verification / validation software. Should support AES without any additional hardware.

7. Integrated BNA Surveillance Solution

7.1 Solution must be able to capture image of the customer approaching and performing transactions at the ATM. This solution should be an Integrated with the machine and capture images based on motion

7.2 Solution should be able to store the images/video in a digital format for minimum 3 months at an average of 300 transactions per day.

7.3 Solution must provide an interface to browse, search and archive the stored video / images on hard disk or external media.

7.4 Solution must be able to capture & stamp the transaction information on the images.

7.5 Superimpose date, time and transaction data on to the recorded images.

7.6 The solution must not degrade the performance of BNA, e.g. speed of normal transaction

7.7 The hardware should be integrated within the BNA

7.8 Solution must be capable to take necessary backup of stored image and retrieval the same at any point of time.

7.9 Machine should support second camera if required which should be deployed in BNA lobby

8. Software Agent

8.1 Vendor should have their own software agent for EJ pulling and Remote Monitoring Software support for the BNA to monitor its functions from a Central site. The BNA should be capable of supporting a third party software agent such as SDMS/Infobase/Radia, etc. The vendor also


Page 23 of 36

agrees to install any software selected by the Bank at no cost to the Bank.

8.2 Should be capable of interface with the Bank’s IST ATM Switch

8.3 Should be capable of interface using ISO message standard with Bank’s Core banking solution

9. Connectivity

9.1 Should have Network Interface Card 10/100

9.2 Should be capable of connecting to the Bank’s Switch IST using existing device handlers (NDC/D912) at no additional cost to the Bank

9.3 BNA must support TCP/IP

10. Others

10.1 Minimum 40 Column 80 mm Graphic Thermal Receipt Printer

10.2 DMP/Graphic Thermal Journal Printer to print audit trail

10.3 Electronic journal to be also written on BNA hard disk and replicated on the second hard disk which records images. The solution should include a EJ viewer.

10.4 Support centralized EJ Pulling

10.5 Low media warning for all items viz. bills, journal roll, consumer printer roll etc.

10.6 In-built SMPS to work on 230V 50 Hz power supply.

10.7 Support input voltage of 230V AC /50 Hz with +/- 5%variation.

10.8 Should provide hardware and software for the day-to-day operations required by the custodian

10.9 BNA should have pin pad shield covering all three sides.

11. Transactions to be made available at the BNA with Interface / connectivity to Bank’s ATM Switch and Core Banking Software

11.1 Card less transactions to be made available as per functionality detailed in Part 4 of the RFP

11.2 Card based transactions to be made available as per functionality detailed in Part 4 of the RFP


Page 24 of 36

PART 7 : PRICE BID

Name of the OEM: Name of Make and Model:

Bidders should quote prices in the following manner:

Sr. No Particulars Quantity Total Unit cost

(all inclusive

price)

INR

1 Bunch Note Acceptor inclusive of one

year warranty

(inclusive of all duties, taxes levies,

charges except octroi/entry tax which

will be reimbursed Bank at actuals).

1

2 AMC for 4 years

(exclusive of Service tax)

1

3 Total Cost of ownership (1+2)

Total cost of ownership in words- Rupees

Total Cost of Ownership to the Bank will not change due to exchange fluctuation,

change taxes etc. Any Price Bid not in conformity with the above format or

incomplete in any respect will be rejected / disqualified by the Bank.

We accept the above commercial quoted and all the Terms and Conditions of the

Contract contained in RFP dated 26/11/2012 for Supply Installation Commissioning

of 5 Bunch Note Acceptor Machines are acceptable to us.

.

Dated this ....... day of ............................ 2012

_________________________________

________________________________

(Signature) (Name) (In the capacity of)

Duly authorised to sign Bid for and on behalf of

_________________________________


Page 25 of 36

PART 8- FORMS

FORM 1

PROPOSAL FORM (TECHNICAL PROPOSAL) Procurement of Bunch Note Acceptors

(To be kept in the Technical Proposal Envelope)

Date : To: Bank of India, Information Technology Department, Star House, Bandra-Kurla Complex, Plot No.C-5, G-Block, 8th Floor West Wing, Bandra (E), Mumbai 400 051.

Re: Request for Proposal dated 26/11/2012

for supply installation commissioning of 5 Bunch Note Acceptors

Having examined the captioned RFP Document, the receipt of which is hereby duly acknowledged, we, the undersigned, submit our Bid offering to supply, install and commission Hardware/Software, in conformity with the said RFP document. We undertake, if our Bid / Proposal is accepted, to deliver, install and commission the system in accordance with the delivery schedule with functionality and payment terms specified in the captioned RFP document. If our Bid / Proposal is accepted, we will obtain the guarantee of a bank for a sum equivalent to Rs. 2 lakh per Bunch Note Acceptor for the due performance of the Contract, in the form prescribed by the Bank. We agree to abide by the our Bid / Proposal and the rates quoted therein. Until a formal contract is prepared and executed, this Proposal, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us. We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”. We understand that you are not bound to accept the lowest or any Proposal you may receive.


Page 26 of 36

Dated this ....... day of ............................ 20….. ________________________________ ________________________________ (Signature) (In the capacity of) Duly authorized to sign Proposal for and on behalf of

_________________________________


Page 27 of 36

FORM 2

PROPOSAL FORM (PRICE PROPOSAL) Procurement of Bunch Note Acceptors

(To be kept in the Price Proposal Envelope) Date: To: Bank of India, Information Technology Department, Star House, Bandra-Kurla Complex, Plot No.C-5, G-Block, 8th Floor West Wing, Bandra (E), Mumbai 400 051.

Re: Request for Proposal dated 26/11/2012

for supply installation commissioning of 5 Bunch Note Acceptors Having examined the captioned RFP Document, the receipt of which is hereby duly acknowledged, we, the undersigned, offer to supply, install and commission Bunch Note Acceptor with Hardware/Software, in conformity with the said RFP document for the sum of unit price inclusive of one year warranty and four years AMC at Rs. ---------------------- (Total Proposal amount in words and figures) or such other sums as may be ascertained in accordance with the Price Bid attached herewith and made part of this Bid / Proposal. We undertake, if our Bid / Proposal is accepted, to deliver, install and commission the system in accordance with the delivery schedule with functionality and on payment and other terms specified in the RFP document. If our Bid / Proposal is accepted, we will obtain the guarantee of a bank for a sum equivalent to Rs. 2 lakh per Bunch Note Acceptor for the due performance of the Contract, in the form prescribed by the Bank. We agree to abide by the our Bid / Proposal and the rates quoted therein. Until a formal contract is prepared and executed, this Proposal, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us. We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”. We understand that you are not bound to accept the lowest or any Proposal you may receive. Dated this ....... day of ............................ 20….


Page 28 of 36

_________________________________ ________________________________ (Signature) (In the capacity of)

Duly authorized to sign Proposal for and on behalf of

___________________________


Page 29 of 36

Form 3

Conformity To Eligibility Criteria and General Details of the Bidder

(Please attach documentary evidence of compliance)

Sl.No. Criteria Yes / No

If Yes list of documents

enclosed

1. Bidder should be a registered

company in India under Companies

Act 1956 and should have been in

operation for at least two years as

on date of RFP.

2. Bidder should be Original

Equipment Manufacturer of ATMs

or their authorized representative

/distributors in India with at least

500 installations of ATMs / Cash

Dispensers / BNAs in India as on

01.12.2012.

An Authorised representative

should submit Manufacturers

Authorisation Certificate.

3. The OEM’s BNA proposed in the

Bid should have been installed at

least at two locations in India and

working satisfactorily.

POCs done will not be treated as

experience of the Bidder.

4. Minimum annual turnover should

not be less than Rs. 50 crores in the

last two financial years as per

audited financial statements.

5. Bidder should have service centres

at locations across India covering

all metro and important cities.

6. Bidder should not have been

blacklisted by any PSU Bank /

IBA/RBI during the last three years.

Self certification in the offer

letter.


Page 30 of 36

Sr Item Details

1. General Details

1.1 Name of Company

1.2 Postal Address

1.3 Telephone, mobile, Website address and Fax

numbers

1.4 Constitution of the Company

1.5 Nature of main activity and other activities

1.6 Details of ownership

1.7 Holding company or parent company

1.8 Key persons with contact details

1.9 Name and designation of the person authorized to

make commitments to the Bank

1.10 Email Address

1.11 Date of Incorporation in India, commencement of

Business & number of Years in the line of Business

Enclose Copy of

Certificate of

Incorporation

1.12 Sales Tax/VAT Number Enclose Sales

Tax / VAT

registration copy

1.13 Income Tax Number Enclose

Company’s PAN

Card copy and

the latest

Income-tax

Clearance letter

1.14 Brief description of facilities of the organization for

undertaking the services

2. Financial Details

2.1 Annual Total Turnover (2010-11)

2.2 Annual Total Turnover (2011-12)

2.3 Net Profit (2010-11)

2.4 Net Profit (2011-12)

2.5 Net Worth (2010-11)

2.6 Net Worth (2011-12)


Page 31 of 36

Form-4

Contract Form

THIS AGREEMENT made the .......day of.................................., 2012

Between .......................... (Name of Bank) (hereinafter called "the Bank") a

body corporate constituted under the Banking Companies (Acquisition and

Transfer of Undertakings) Act, 1970 and having its Head Office at ---------------

------------------------------------- (hereinafter referred to as the “Bank” which term

shall, unless repugnant to the context or meaning hereof, be deemed to mean

and include its successors and assigns)of the one part:

and ..................... (Name of Vendor) incorporated under the Companies Act,

1956 and having its registered office at ----------------------------------------

(hereinafter called “the Vendor”) which term shall, unless repugnant to the

context or meaning hereof, be deemed to mean and include its successors

and permitted assigns ) of the other part :

(“Bank”, and “the Vendor” shall, wherever the context requires, be referred

collectively as “Parties” and individually as “Party” also)

WHEREAS Bank of India (the Bank) invited Bids vide Request for Proposal

(RFP) dated 26/11/2012 for Supply, Installation and Commissioning of Bunch

Note Acceptors. The Bid submitted by the Vendor in response the said RFP

has been accepted by the Bank.

One of the terms of the said RFP is that the Vendor shall sign the Contract

Form with the Bank. The parties are accordingly desirous of signing the said

Contract Form.

NOW THIS AGREEMENT WITNESSETH AS FOLLOWS:

1. In this Agreement words and expressions shall have the same

meanings as are respectively assigned to them in the RFP dated 29/10/2012

2. The following documents of RFP dated 26/11/2012 shall be deemed to

form and be read and construed as part of this Agreement, viz.:

a) Invitation to Bid

b) Scope of Work

c) Eligibility Criteria

d) Terms and Conditions of Contract

e) Price Bid

f) Forms

BOI BNA RFP BOI?HO/IT/BNA/2012-13/1 dated 26/11/2012

BOI RFP 5 BNAs Page 32 of 36

Notification of Award of Contract dated issued by the Bank.

3. In consideration of Supply, installation and Commissioning of the Bunch

Note Acceptors with Functionality and services required by the Bank rendering in

terms of the RFP dated 26/11/2012, the Vendor proposed to supply BNA of -------

------------------(make) -----------------(model) the Vendor, the Bank shall pay the

Price as stated below:-

Sr. No Particulars Quantity Total Unit cost

(all inclusive

price)

INR

1 Bunch Note Acceptor inclusive of one

year warranty

(inclusive of all duties, taxes levies,

charges except octroi/entry tax which

will be reimbursed Bank at actuals).

1

2 AMC for 4 years

(exclusive of Service tax)

1

3 Total (1+2)

Total in words- Rupees

4 Neither party shall disclose the confidential information to a third party. The parties will, at all times, maintain confidentiality regarding the contents of this Agreement and proprietary information including any business, technical or financial information. 5 In consideration of the payments to be made by the Bank to the Vendor as hereinafter mentioned, the Vendor hereby covenants with the Bank to provide the equipment of BNA, functionality and services and to remedy defects therein, in conformity in all respects in terms of the RFP.

IN WITNESS whereof the parties hereto have caused this Agreement to be

executed in accordance with the respective laws the day and year first above

written.



Signed, Sealed and Delivered by the

said ..................................................... (For the Bank)

in the presence of:.......................................

Signed, Sealed and Delivered by the

said ..................................................... (For the Vendor)

in the presence of:.......................................



FORM 5

MANUFACTURERS'/PRODUCERS’ AUTHORIZATION FORM No. Date: To: Bank of India IT Department HO Dear Sir:

Ref: Your RFP IT/HO/BNA/2012-13/1 dated 26.11.2011

We who are established and reputable manufacturers / producers of ______________________Description, Make and Model having factories / development facilities at (address of factory / facility) do hereby authorise M/s ___________________ (Name and address of Agent) to submit a Bid, and sign the contract with you against the above Bid Invitation. We hereby extend our full guarantee and warranty for the Products / Equipment and services offered by the above firm against the captioned RFP requirement.

We also undertake to provide any or all of the following materials, notifications, and information pertaining to the Products manufactured or distributed by the Supplier :

(a) Such Products / Equipment as the Bank may opt to purchase from the Supplier, provided, that this option shall not relieve the Supplier of any warranty obligations under the Contract; and

(b) in the event of termination of production of Products quoted by the

Bidder:

i. advance notification to the Bank of the pending termination, in sufficient time to permit the Bank to procure needed requirements; and

ii. following such termination, furnishing at no cost to the Bank, the

blueprints, design documents, operations manuals, standards, source codes and specifications of the Products, if requested.



We duly authorise the said Bidder / firm to act on our behalf in fulfilling all installations, Technical support and maintenance obligations required by the contract. Yours faithfully, (Name)

(Name of Producers)

Note: This letter of authority should be on the letterhead of the manufacturer and should be signed by a person competent and having the power of attorney to bind the manufacturer. The Bidder in its Bid should include it.



Form 6 List of Service Centres

City Address of the Location with phone numbers

Area Serviced Number of engineers and other support personnel