Oriental Bank of Commerce - obcindia.co.in · Scope of Work Selection of System Integrator for Finacle (CBS) ... Table of Contents ... Structure of the RFP

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Selection of System Integrator for Finacle (CBS) Version Upgrade, Supply & Implementation of Load

Balancer, Enterprise Service Bus, Integrated Payment Hub and Facility Management

Tender Number: OBC/HO/DIT/RFP-CBS-UPG/04/2018-19

Date: 25/04/2018

Request for Proposal

for

Selection of System Integrator for Finacle (CBS) Version Upgrade, Supply & Implementation of Load Balancer, Enterprise Service Bus, Integrated

Payment Hub and Facility Management

Oriental Bank of Commerce

Department of Information Technology,

Plot No.5, Institutional Area, Sector-32, Gurugram, Haryana – 122 001

Tel. no.: 0124-4176841, 4126116

E-Mail: [email protected] Website: www.obcindia.co.in

Date: 25/04/2018

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General Details

Department Name Department of Information Technology

Scope of Work Selection of System Integrator for Finacle (CBS) Version Upgrade, Supply & Implementation of Load Balancer, Enterprise Service Bus, Integrated Payment Hub and Facility Management

Tender Details Selection of System Integrator for Finacle (CBS) Version Upgrade, Supply & Implementation of Load Balancer, Enterprise Service Bus, Integrated Payment Hub and Facility Management

Tender No. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19

Mode of Tender Both Online and Offline Mandatory

Tender Type Open

Type of Contract Supply & Service

Bidding Type Indigenous

Consortium Not Allowed

Download Tender Documents Document to be purchased from DIT, Corporate office, OBC, Gurugram

Purchaser Location Pan India

Key Dates

Document Purchase Start Date 25/04/2018

Document Purchase End Date & Time 16/05/2018 till 03:00 pm

Last Date & Time for receipt of pre-bid queries via e-mail

05/04/2018 till 03:00 pm The prospective bidders may e-mail their queries and suggestions for any changes required to be made in the bid document through e-mail on [email protected] on or before the date specified above. The queries as per the prescribed format provided in Annexure 11.

Pre-Bid Meeting Date/Time and Location 07/05/2018 at 3:30 pm onwards at Oriental Bank of Commerce, Department of Information Technology, Corporate Office, Plot No. 5, Sector 32, Gurugram – 122001

Last Date & Time for Online Bid Submission

17/05/2018 till 4:00 pm

Last Date & Time for Physical Bid Submission

17/05/2018 till 4:00 pm

Date & Time of Technical Bid Opening 18/05/2018 at 4:00 pm

Bid Validity Period (in days) As per tender document

Price validity and empanelment duration As per tender document

Documents to be submitted physically As per tender document

Tender Activity Configuration

Mode of appointment/Purchase Order Offline

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Mode of Document fees payment Offline

Mode of EMD Payment Offline

Payment Details

Participation/Tender Fees (INR) (non-refundable)

1,00,000/- (Rupees One Lakhs Only) (Exempt for Micro and Small Enterprises, upon submission of valid certificate copy)

EMD Amount (INR)

3,00,00,000/- (Rupees Three crore Only) (Exempt for Micro and Small Enterprises, upon submission of valid certificate copy)

Performance Bank Guarantee (for Successful Bidder)

Eligibility Criteria As per RFP document

General Terms and Conditions Other Details

1. The bidders must fulfill the eligibility criteria to be able to bid 2. The terms and conditions for the bidders who participate in this RFP are specified in the Section named “Terms and Conditions”. Responding to this RFP and submission of the bid by the Bidder will be deemed as consent from the Bidder to all the terms and conditions mentioned in this RFP document and the contents of the RFP along with the Annexure(s), clarifications issued, if any, will be contractually binding on the bidders. All these terms and conditions and the contents of the RFP along with the Annexure(s), clarifications issued will form the part of the purchase orders/any resulting contracts, to be issued to the successful bidder/s from time to time as an outcome of this RFP Process. 3. The EMD on account of participation fees along with a physical copy of the tender offer along with all supporting documents as stated in RFP must be received at the following address as per the timelines mentioned above. 4. The main document of the RFP without the complete set of annexures can be downloaded from the bank’s website. The Bank expects the interested Bidders to collect the softcopy/hardcopy of the full RFP document including complete set of annexures from the Bank’s premises during the business hours as per schedule. The interested bidders are required to submit the Non-refundable Tender Document Fees as mentioned in the RFP by way of Demand Draft drawn in favour of ‘Oriental Bank of Commerce’ and payable at Gurugram. The General Manager (IT) Oriental Bank of Commerce

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Department of Information Technology

Corporate Office,

Plot No. 5, Sector 32, Gurugram – 122 001

Phone: 0124-4176841, 4126116

E-mail: [email protected]

5. The subject of the e-mail containing the bid queries should be given as “Bid queries for RFP Ref. No. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19”. 6. No suggestions or queries shall be entertained after the last date for receipt of queries via e-mail as stated above.

Information for Online Participation

This Tender will follow e-Tendering process [e-bids] as under which will be conducted by Bank’s authorized e-Tendering Service Provider M/s C1 India Pvt. Ltd. through Website https://obc.eproc.in Following activities will be conducted online through above website: 1. Submission of Technical Bid & Commercial Bid by the Vendor 2. Opening of Technical Bid & Commercial Bid by the Bank 3. Clarification, if any, sought by the Bank 4. Announcement of results, if any

Representatives of Vendors will be given training for e-Tendering by the Service Provider, M/s C1 India Pvt. Ltd. 1. Bidders who wish to participate in online tenders will have to register with the website

(https://obc.eproc.in) through the "Registration" link provided on the home page. Bidder will create login id & password on their own in registration process.

2. Following facilities shall be provided to registered bidders/vendors by the service provider M/s C1 India Pvt. Ltd:

Training to the Vendor/Contractor for participating in the bids through e-tendering Website

24x7, 365 days call centre support/email/phone/fax/chat/mobile etc. in all possible medium

Registration with the e-tendering website

User Manual/Training Kit to the Vendor/Contractor

Any no. of users of Vendor/Contractor organization can take training on the e-tendering system

Bidder who wish to participate in this tender need to procure Digital Signature Certificate (with Encryption) as per Information Technology Act-2000 using that they can digitally sign their electronic bids. Bidders can procure the same from any of the CCA approved certifying agencies, or they may contact M/s C1 India Pvt. Ltd. at below mentioned address and they will assist them in procuring the same. Bidders who already have a valid Digital Signature Certificate (with encryption) need not to procure the same. In case bidders need any clarification regarding online participation, they can contact: C1 India Pvt. Ltd

Plot No. 301, 1st Floor,

Udyog Vihar Phase - 2,

https://obc.eproc.in/

https://obc.eproc.in/

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Gurugram (India) – 122015

Tel: +91-124-4302000

Help Line: +91-124-4302033/36/37

Email : [email protected]

Website : http://www.c1india.com

Bidders who wish to participate in e-Tender need to fill data in predefined forms of RFP, Technical, and Price bid available in respective tender only

Bidder should upload scanned copies of reference documents in support of their eligibility of the bid and as per the instructions given in tender documents

After filling data in predefined forms bidders need to click on final submission link to submit their encrypted bid.

As part of online bid submission the documents to be uploaded are as follows: 1. Response against Eligibility Criteria

Annexure 1 Earnest Money Deposit (EMD)

Annexure 9 Confirmation of Eligibility

Authorization Letter of the Authorized Signatory

2. Response as part of Technical Solution

Annexure 3: Compliance Certificate

Annexure 4: Proposed Bidder Profile

Annexure 5: Confirmation of Terms & Conditions

Annexure 6: Tender Offer Cover Letter

Annexure 7: Technical and Functional Requirement

Annexure 12: Bid Undertaking Letter

Annexure 13: Bill of Material (Masked)

Annexure 14: Pre-Contract Integrity Pact

Annexure 17: No Deviation Undertaking

Annexure 18 Sizing Adequacy Letter

Annexure 23 Team Profile

3. Response as part of Commercial Solution

Annexure 2: Commercial Compliance Certificate

Annexure 13- Bill of Material

Annexure 15: Compliance Statement for Reverse Auction

Annexure 16: Letter of Authority for Participating in Reverse Auction

mailto:[email protected]

http://www.c1india.com/

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Table of Contents

Contents

1. Invitation for Tender Offer .......................................................................................................................................... 11

2. Introduction .................................................................................................................................................................. 12

2.1. Objective ............................................................................................................................................................. 12

2.2. Duration of the Contract ...................................................................................................................................... 12

2.3. Overview of Selection Process ............................................................................................................................ 12

2.4. Contact Officer for the RFP ................................................................................................................................ 13

2.5. Structure of the RFP ............................................................................................................................................ 13

3. About the Bank ............................................................................................................................................................ 15

3.1 Branch Network .................................................................................................................................................. 15

3.2 Business Overview .............................................................................................................................................. 15

4. Scope Overview ........................................................................................................................................................... 16

4.1 Brief Scope .......................................................................................................................................................... 16

4.2 Additional items .................................................................................................................................................. 16

4.3 Project Phases ...................................................................................................................................................... 17

4.4 Solution Design ................................................................................................................................................... 17

4.5 Growth Projections Considered for the RFP ....................................................................................................... 18

5. Detailed Scope of Work ............................................................................................................................................... 20

5.1 Phase 1- Core Banking version upgrade, migration, training, hardware implementation and Go-Live .............. 20

5.2 Phase – 2 CBS, Internet Banking, GBM Application and Related Hardware maintenance ................................ 42

5.3 Future Landscape of the Bank ............................................................................................................................. 62

5.4 Project Management Framework ........................................................................................................................ 63

5.5 Other important points to be noted by the bidder ................................................................................................ 68

6. Project Timeline ........................................................................................................................................................... 71

7. Evaluation Methodology .............................................................................................................................................. 73

7.1 General Eligibility Criteria .................................................................................................................................. 73

7.2 Technical Bid Evaluation .................................................................................................................................... 74

7.3 Commercial Bid Evaluation ................................................................................................................................ 76

8. Payment Terms ............................................................................................................................................................ 79

9. Service Level ............................................................................................................................................................... 81

9.1 Level Classification ............................................................................................................................................. 82

9.2 SLA for Management, Governance and Reporting .............................................................................................. 93

9.3 At Risk Amount ................................................................................................................................................... 95

9.4 Service Level Default Calculation ....................................................................................................................... 95

10. General Terms and Conditions .................................................................................................................................... 96

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10.1 Application .......................................................................................................................................................... 97

10.2 Standards ............................................................................................................................................................. 97

10.3 Governing Language ........................................................................................................................................... 97

10.4 Applicable Law ................................................................................................................................................... 97

10.5 Notice .................................................................................................................................................................. 97

10.6 Right to Alter Quantities ..................................................................................................................................... 98

10.7 Contract Agreements ........................................................................................................................................... 98

10.8 Use of Contract Documents and Execution ......................................................................................................... 98

10.9 Indemnity ............................................................................................................................................................ 98

10.10 Cancellation of Contract and Compensation .............................................................................................. 99

10.11 Earnest Money Deposit .............................................................................................................................. 99

10.12 Performance Bank Guarantee ................................................................................................................... 100

10.13 Resolution of Disputes.............................................................................................................................. 100

10.14 Delays in Bidder’s Performance ............................................................................................................... 101

10.15 Liquidated Damages ................................................................................................................................. 101

10.16 Force Majeure ........................................................................................................................................... 102

10.17 Audits ....................................................................................................................................................... 102

10.18 Prices ........................................................................................................................................................ 103

10.19 Professional Fees / Charges ...................................................................................................................... 103

10.20 Non-negotiability on RFP ......................................................................................................................... 103

10.21 Assignment ............................................................................................................................................... 103

10.22 Subcontracting .......................................................................................................................................... 104

10.23 Limitation of Liability .............................................................................................................................. 104

10.24 Contract Period ......................................................................................................................................... 104

10.25 Delays in Design, Implementation and Performance Guarantee .............................................................. 105

10.26 Publicity .................................................................................................................................................... 105

10.27 Privacy and Security Safeguards .............................................................................................................. 105

10.28 Confidentiality .......................................................................................................................................... 106

10.29 Adherence to Terms and Conditions ........................................................................................................ 106

10.30 Execution of Contract, SLA and NDA ..................................................................................................... 106

10.31 Successful Bidder’s Personnel .................................................................................................................. 106

10.32 Other Terms and Conditions ..................................................................................................................... 107

10.33 Substitute of Project Team Members ....................................................................................................... 107

10.34 Professionalism ......................................................................................................................................... 107

10.35 Integrity Pact ............................................................................................................................................ 107

10.36 Adherence to Laws and Standards ............................................................................................................ 108

10.37 Authorized Signatory ................................................................................................................................ 108

10.38 Applicable laws and jurisdictions ............................................................................................................. 108

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10.39 Collusive Conduct .................................................................................................................................... 108

10.40 Unlawful inducements .............................................................................................................................. 109

10.41 Conflict of Interest .................................................................................................................................... 109

10.42 Exit Management ...................................................................................................................................... 109

11. Instructions to Bidders ............................................................................................................................................... 110

11.1 Bidding process ................................................................................................................................................. 110

11.2 Technical Bid .................................................................................................................................................... 110

11.3 Commercial Bid ................................................................................................................................................ 111

11.4 Submission of Bids ............................................................................................................................................ 111

11.5 Sealing and Marking of Bids ............................................................................................................................. 111

11.6 Late Bids ........................................................................................................................................................... 112

11.7 Opening of Bids ................................................................................................................................................ 112

11.8 Proposal Modification ....................................................................................................................................... 113

11.9 Clarification of Bids .......................................................................................................................................... 113

11.10 Result Notification .................................................................................................................................... 113

11.11 Cost of Responses ..................................................................................................................................... 113

11.12 Precedence of Documents ........................................................................................................................ 114

11.13 Evaluation Criteria .................................................................................................................................... 114

11.13.1 General Evaluation Criteria ...................................................................................................................... 114

11.13.2 Eligibility Criteria ..................................................................................................................................... 114

11.13.3 Technical Bid evaluation Criteria ............................................................................................................. 114

11.13.4 Commercial bid evaluation Criteria .......................................................................................................... 115

11.14 Address for Communication ..................................................................................................................... 115

11.15 No commitment to accept lowest or any bid ............................................................................................ 115

11.16 Correction of Errors .................................................................................................................................. 115

11.17 Non-Transferable tender ........................................................................................................................... 115

11.18 Soft Copy of Tender Document ................................................................................................................ 115

11.19 Bid validity period .................................................................................................................................... 116

11.20 Addenda/Corrigendum ............................................................................................................................. 116

11.21 Pre bid meeting ......................................................................................................................................... 116

11.22 Award of Contract .................................................................................................................................... 116

11.23 Rejection of Bids ...................................................................................................................................... 117

11.24 Awards of Contract ................................................................................................................................... 117

11.25 Signing of Contract ................................................................................................................................... 117

11.26 Legal Compliance ..................................................................................................................................... 117

11.27 Governing Law and Resolution of dispute ............................................................................................... 117

11.28 Amendment to Contract ............................................................................................................................ 118

11.29 Correspondence and Notices .................................................................................................................... 118

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11.30 Business Rules for Reverse Auction ......................................................................................................... 118

11.30.1 Applicability ............................................................................................................................................. 118

11.30.2 Service Provider’s Roles and Responsibilities ......................................................................................... 118

11.30.3 Copy of Business Rules ............................................................................................................................ 119

11.30.4 Compliance/Confirmation from Bidder .................................................................................................... 119

11.30.5 Training to bidders ................................................................................................................................... 119

11.30.6 Date/time of reverse auction ..................................................................................................................... 120

11.30.7 Conduct of Reverse Auction ..................................................................................................................... 120

11.30.8 Proxy Bid .................................................................................................................................................. 120

11.30.9 Transparency in Bids ................................................................................................................................ 120

11.30.10 Masking of Names ............................................................................................................................... 121

11.30.11 Start Price............................................................................................................................................. 121

11.30.12 Decremented Bid Value ....................................................................................................................... 121

11.30.13 Reverse Auction Process ..................................................................................................................... 121

11.30.14 Changes in Business Rules .................................................................................................................. 121

11.30.15 Don’ts applicable to the Bidders .......................................................................................................... 122

11.30.16 Errors and omissions ............................................................................................................................ 122

12. ANNEXURES ........................................................................................................................................................... 125

Annexure 1: Bank Guarantee Performa for Earnest Money Deposit (EMD)............................................................. 125

Annexure 2: Commercial Compliance Certificate ..................................................................................................... 127

Annexure 3: Compliance Certificate .......................................................................................................................... 128

Annexure 4: Proposed Bidder Profile ........................................................................................................................ 129

Annexure 5: Confirmation of Terms and Conditions ................................................................................................. 130

Annexure 6: Tender Offer Cover Letter ..................................................................................................................... 131

Annexure 7: Technical and Functional Specification ................................................................................................ 132

Annexure 8: Performance Bank Guarantee Format ................................................................................................... 133

Annexure 9: Confirmation of Eligibility .................................................................................................................... 136

Annexure 10: Non-Disclosure Agreement Format .................................................................................................... 139

Annexure 11: Pre Bid Query Format ......................................................................................................................... 144

Annexure 12: Bid Undertaking Letter........................................................................................................................ 145

Annexure 13: Bill of Material .................................................................................................................................... 147

Annexure 14: Integrity Pact ....................................................................................................................................... 148

Annexure 15: Compliance Statement for Reverse Auction ....................................................................................... 154

Annexure 16: Letter of Authority for Participating in Reverse Auction .................................................................... 155

Annexure 17: No Deviation Undertaking .................................................................................................................. 156

Annexure 18: Sizing Adequacy Letter ....................................................................................................................... 157

Annexure 19: Minimum Resource Deployment during sustenance period ................................................................ 158

Annexure 20: Resource Qualification ........................................................................................................................ 159

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Annexure 21: Interface List ....................................................................................................................................... 165

Annexure 22: Current Hardware and Software Details.............................................................................................. 166

Annexure 23: Team Profile ........................................................................................................................................ 167

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1. Invitation for Tender Offer

Oriental Bank of Commerce (hereby referred to as “OBC” or “Bank”) invites sealed tenders for Technical bid (offline as well as online) and Commercial bid (offline as well as online) from suitable and experienced IT service providers for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years . In this RFP, the term “bidder / vendor/prospective bidder” refers to the bidder delivering products / services mentioned in this RFP. The prospective bidders are advised to note the following: 1. The Bank expects the interested Bidders to purchase the hardcopy of the complete RFP document including

complete set of annexures from the Bank’s premises during the business hours as per schedule. The

interested bidders are required to submit the Non-refundable Tender Document Fees of `1,00,000 (Rupees

One Lakhs only) by way of demand draft from any Scheduled Commercial Bank in favour of ‘Oriental Bank of

Commerce’ and payable at Gurugram to receive the RFP document. The RFP document without the complete

set of annexures can be downloaded from the bank’s website.

2. Representatives of bidders who attend the pre-bid meeting are required to carry an authorization document

from the company, an identity card for attending the meeting.

3. Bidders are required to submit bank guarantee drawn in favor of “Oriental Bank of Commerce” payable

at Gurugram, towards Earnest money Deposit (EMD) for ` 3,00,00,000 (Rupees Three crore only). The

Bank may accept bank guarantee in lieu of EMD for an equivalent amount valid for 180 days from the last

date of bid submission and issued by any Scheduled Commercial Bank acceptable to the Bank. Offers made

without EMD will be rejected.

4. Technical Specifications, Bill of Material documents, Terms and Conditions and various formats for

submitting the tender offer are described in the tender document and Annexures.

5. Bidder are required to purchase the RFP for complete set of annexures after paying the Tender fee as

mentioned in the RFP(Exempt for Micro and Small Enterprise upon submission of MSE Certificate). 6. To reduce transaction cost of doing business, Micro and Small Enterprises shall be facilitated by providing

tender sets free of cost and exemption from payment of earnest money (upon submission of MSE certificate copy).

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2. Introduction 2.1. Objective

As a part of continuous technology upgrade, to utilize various new features / technological advancement of the newer version of the CBS and to provide better and enhanced service to its customers through re-engineering of its existing business processes, the bank envisages The upgrading the existing versions of the Core Banking System, Finacle 7.0.25, to a higher version Finacle 10.x.

The Bank will select a well-qualified system integrator and invite bids for the proposed migration, up gradation, customizations, support of Finacle Core Banking System, GBM, Internet Banking, training, rollout and facility management support. The scope of the upgrade / migration can be enhanced as per requirements of Bank.

The bidders are required to quote the cost for the Core Banking migration/upgrade, customization and interface porting, implementation of new licensed modules/new add-on solutions of Finacle 10.x, CBT contact management, trainings, rollout, hardware sizing etc., as per the scope of services mentioned below.

The scope of work mentioned in this document is illustrative and not exhaustive and the bidder needs to act accordingly.

2.2. Duration of the Contract

The project tenure is divided into 3 phrase i.e.

1) CBS Upgrade period: - This period will start from the date of PO issuance by the bank and bidder needs to perform all the upgrade activities during this period. There will be fixed cost related to the services of CBS version upgrade activities which will be payable by the bank to the bidder during this period, no additional cost will be provided by the bank for any delay in upgrade period.

2) Sustenance period: - This period will be of Seven (7) years and will commence after the completion of CBS upgrade GO-live and sign off by the bank. During this period bidder needs to perform all the Sustenance activities (L1, L2, L3, AMC, ATS etc) of CBS, GBM and Internet banking.

3) Extension period: - Bank can extend the contract after sustenance period for another Two (2) years. This extension will be at discretion of the bank and will be on mutually agreed terms and conditions

2.3. Overview of Selection Process

The bidder selection process would comprise of the following stages:

1 Issue of RFP: Issue of Request for Proposal (RFP) document to bidders for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years.

2 Pre-bid Meeting and Query Resolution: OBC shall conduct a meeting with bidders who express interest in the RFP if required by the bidders. The objective of this meeting would be to address queries from bidders and provide any further information, if required.

3 Issue of Addendum/corrigendum to RFP (if required): Issue of addendum/corrigendum (if required) to the original RFP. This will be based on the clarifications provided to the bidders on the queries received or any new requirements, terms and conditions which OBC may want to issue at a later stage.

Issue of RFP Pre-Bid Meeting

Issue of Addendum/Corrigendum

Submission of Response

Eligibility & Technical Evaluation

Commercial Evaluation

Reverse Auction

Award of Contract

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4 Submission of Bid/Response: Bidders will submit a bid/response to the RFP as per the checklist and the format provided in the RFP. The response to the RFP from the bidder shall include both technical and commercial proposals.

5 Eligibility & Technical evaluation: During this stage, OBC will evaluate the eligibility & technical responses to the RFP based on the criteria specified in Section 7: Evaluation Methodology.

6 Commercial Evaluation & Reverse Auction: During this stage, OBC will evaluate the commercial responses to the RFP and may conduct the reverse auction.

7 OBC may raise certain clarifications during evaluation and the respective bidder should provide the response as per timelines defined in the RFP.

8 Reverse Auction: During this Stage, OBC will conduct the reverse auction

9 Award of Contract: The selected bidder would be awarded the contract for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years.

2.4. Contact Officer for the RFP

For all matters pertaining to this RFP, the Contact officer would refer to:

The General Manager (IT) Oriental Bank of Commerce, Department of Information Technology, Plot No.5, Institutional Area, Sec.32, Gurugram, Haryana-122001

Unless specifically stated in the RFP Response, it will be assumed by OBC that a bidder has fully understood and is in agreement with all the requirements and information contained in this RFP. Note: Any commercial information shall not be shared through email.

2.5. Structure of the RFP

Master RFP

This RFP document consists of the following information:

i. Overview and scope of services to be provided by selected bidder including the scope of work;

ii. Technical and commercial evaluation methodology which shall be followed to select the successful

bidder; and

iii. Terms and conditions for this RFP, subject to the Bank entering into a separate contract after selecting

the bidder, which shall detail the terms and conditions thereof.

Annexures Seeking Response for Evaluation

A detailed set of annexures are provided to the bidder for formulation of responses. These annexures would assist the bank in effectively normalizing the bidder’s response for various areas including bidder’s qualification criteria, functional and technical requirements, proposed team strength, commercial proposals etc. The list of

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such annexures is provided in the table below:

Annexure Number Name of the Annexure

Annexure 1 Bank Guarantee Performa for Earnest Money Deposit (EMD)

Annexure 2 Commercial Compliance Certificate

Annexure 3 Compliance Certificate

Annexure 4 Proposed Bidder Profile

Annexure 5 Confirmation of Terms and Conditions

Annexure 6 Tender Offer Cover Letter

Annexure 7 Compliance to Scope of Work

Annexure 8 Performance Bank Guarantee Format


Annexure 10 Non-Disclosure Agreement Format

Annexure 11 Pre Bid Query Format

Annexure 12 Bid Undertaking Letter

Annexure 13 Bill of Material

Annexure 14 Integrity Pact

Annexure 15 Compliance Statement for Reverse Auction

Annexure 16 Letter of Authority for Participating in Reverse Auction

Annexure 17 No Deviation Undertaking

Annexure 18 Sizing Adequacy

Annexure 19 Minimum Resource Qualification Deployment

Annexure 20 Resource Qualification

Annexure 21 Interface List

Annexure 22 Current Hardware and Projection Details


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3. About the Bank

3.1 Branch Network

Oriental Bank of Commerce (OBC), a body constituted under Banking Companies Acquisition and Transfer of Undertakings Act 1980 has its Corporate Office at Plot No-5, Institutional Area, Sector-32, Gurugram-122001.

Oriental Bank of Commerce, one of the leading public sector banks in India (hereafter referred to as “Bank” or “the Bank”) has national presence through more than 2382+ branches and 2626+ ATMs spread across the country, as on date of this RFP. Bank uses Information Technology in all spheres of its functioning by connecting all its Branches/Clusters/Offices/Corporate office and Data Centre by WAN/VSAT.

3.2 Business Overview

The Bank had an approximate aggregate business mix of INR 3, 78, 800 crore as on 31st Dec, 2017. Bank has

already achieved 100% coverage of all its Branches/Service Branches under Finacle Core Banking Solution

(CBS). Bank has national presence and representative office in Dubai.

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4. Scope Overview

4.1 Brief Scope The scope of work for the CBS upgrade and maintenance would include but not limited to supply, install, upgrade, implement, maintain and support the new CBS version, GBM, Internet Banking and other utilities for the tenure of the contract at the Data centre, Disaster Recovery Site and Near Site. The broad Scope of work (not limited to) for the bidder is as below:

Finacle Version Upgrade/Migration to Finacle 10.x (latest dot version certified by the OEM) and Data Migration with existing interfaces.

Gaps study between the current version and the new version Business parameter Definition (BPD)/Detail Requirement Gathering. Suggest alternative/better approaches for achieving the similar functionality in new version to avoid

customization Customization retrofitting and porting along with Interface porting. Installation, integration and Implementation of new modules/add-on applications. Upgrade of Oracle version from 11g to 12C (latest certified version) for all Finacle database

(Production/DR/ NDR/MIS/CSIS) Conversion of Single byte database to Multi byte Database (Production/DR/NDR/MIS /CSIS) Review of Partitioning on Production database. Data mapping, New fields and table creation before version migration to reduce Go live version

migration window Provide Functional & Technical training to the Core teams and trainers. Provide Content for Computer Based training tool/module on Finacle 10.x and new module including

customization done for Bank. Providing ’Go Live’ and roll out Support for the Branches from the date of migration.

Design, Size and maintain the required hardware, middleware and software at DC, DR, NDR.

Design, Size, supply, implement, commission and maintain the technical solutions and new initiatives

like:

o Load balancer o Enterprise Service Bus o Integrated payment hub

Program Management of the entire implementation and facility management

Facilities Management (including AMC, ATS and other support services)

Conduct periodical DR Drills (a minimum of one in every Calendar quarter).

The Bidder is required to conduct Benchmarking of the new hardware As per the sizing provided by the

bidder.

The above is only an indicative list of tasks expected out of SI. The scope extends to all that is essential to

discharge the role of a System Integrator, whether or not stated expressly except to the extent so explicitly

excluded

4.2 Additional items

1 Bank is having an Enterprise License for Finacle Software. Hence there is no need for procuring additional Licenses for new Branches nor is there a need to pay for the upgraded version of the software. Bidder needs to factor in the license cost of Finacle additional modules and Finacle tools required as a part of this RFP and the associated ATS.

2 All customizations presently available shall be retrofitted if their functionality is not supported by default in

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the new version. Similarly, the customizations, which would get deployed in finacle 7x till the new version is made fully operational, shall also be retrofitted in the new version.

3 Bidder is required to engage the CBS OEM to perform the activities stated in the scope of the RFP which needs to be mandatorily done by the CBS OEM.

4.3 Project Phases

The complete project needs to be undertaken by the bidder in a phased manner as follows:

Phase 1 –Perform Core banking version upgrade and migration from the existing to the latest feasible version along with setting up of different environment like Development/UAT/Production/DR environment, deployment of new version for testing, UAT, training, NPA mock and Go-live.

Phase 2 - Sustenance for the remaining contract period for CBS, GBM & Internet banking and their related hardware.

4.4 Solution Design

The Bank requires the solution architecture to have the following minimum capabilities/ features:

4.4.1 End to end IT Architecture The Solution should have a compatible end to end IT architecture covering

1) End to end solution architecture 2) End to end integration architecture 3) End to end implementation architecture

4.4.2 24 X 365 Availability The Critical Business Solutions and other proposed solutions’ design and deployment architecture should be such that the system is available to users 24 X 7 throughout the year without any down-time even during OLTP, daily, monthly or annual closings, system maintenance, backups, report generation, MIS generation, and running of batch processes.

4.4.3 Liaison with existing Bank vendors/OEMs The bidder is required to liaise with the vendors of all existing applications, interfaces, delivery channel and network management of the Bank, and draw their support in upgraded Finacle core banking solution, other applications/utilities, interfaces and hardware implementation. The bidder is expected to take the responsibility of managing all the applications, interfaces, infrastructure and coordinate with the bank’s vendors to meet required SLAs in addition to provide helpdesk support, facility management support, infrastructure support and system/database administrative services.

4.4.4 Bilingual Bank is using linguanext as bilingual software.. The upgrade version of CBS solution should have bilingual capability (English and Hindi) and should be able to interact with other bilingual (English and Hindi) systems providing data in required format. The bilingual functionality should be provided as per regulatory guidelines and should be functional with go-live of upgraded CBS version. The data storage need not be in Hindi language. Only the presentation layer to the user has to be in English and Hindi language. Bidder needs to provide the bilingual functionality in the upgrade version either through augmenting / upgrading the existing software used by the bank or bidder can use the CBS out of the box functionality.

Bidders are required to refer and comply to the Master Circular DBOD No. Rajbhasha BC. 25/ 06.11.04/ 2012-13 dated July 2, 2012 on the ‘Use of Hindi in Banks’. The Master Circular has been suitably updated by incorporating instructions issued up to June 30, 2013 and has been placed on the RBI website (http://www.rbi.org.in).

http://www.rbi.org.in/

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4.4.5 Manuals/Documentation Bidder has to provide soft copies of Job Cards, User and Technical Manuals for all the functionalities/modules/hardware/tools proposed for the solution separately. In addition, all the applications/utilities should have online contextual help with search option for all the users

Bidder has to follow worldwide practice and international standard for documentation for the entire system development life cycle. The documents and manuals should be kept up to date with proper version control during the entire contract period. Bank may require the bidder to deliver the following documents in hard and soft copy to Bank during development and implementation of the solution.

1. Detailed System Requirements Specification Document 2. High Level architecture document 3. Customization retro fitment document 4. Techno-functional risks and mitigation document 5. Functionality traceability matrix which would provide details on the interdependence of technical

components for the realization of a functionality 6. High Level Design document 7. Low Level Design document 8. Data migration strategy document 9. Interface strategy document 10. Test cases with results during UAT, SIT and any other test cases 11. Deployment plan document 12. Change management methodology document 13. Security guide 14. User management guide 15. Release notes 16. Impact matrix

4.4.6 Integration of existing infrastructure The bidder shall ensure seamless integration of the upgraded Core Banking Solution with other existing applications/utilities, network, security, platform and storage infrastructure in the Bank’s Data Center, Near Site and Disaster Recovery Site etc. Bidder shall also be responsible for integration of newer peripheral applications that may be taken up during the I and II phases of this project

4.5 Growth Projections Considered for the RFP

4.5.1 Branch and User growth projections The projected growth in number of branches and users is given in the table below

Table 1 – Expected growth of branches and users

Parameters 2017-18 2018-19 2019-20 2020-21 2021-22 2022-23 2023-24 2024-25

Branches

Data shall be provided to interested bidders who will purchase the RFP. Users (Total)

Users (Concurrent)

Note:

Concurrent users are those who are not idle while logged in and are performing any kind of

enquiry or update transactions

Each branch is assumed to have an average of 4 users

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4.5.2 Transaction per Second (TPS) The Bank’s TPS requirements are expected to grow as per the table below. The bidder is required to size the hardware for the terminal year requirements

Table 2 – Growth in TPS

Parameters 2018-19 2019-20 2020-21 2021-22 2022-23 2023-24

Average TPS during four peak hours

Data shall be provided to interested bidders who will purchase the RFP.

Note: a) The figures given above are absolute figures for each year and not an increase over the previous figures b) This does not include batch jobs like interest accruals, etc. c) The transactions are both of financial and non-financial nature

Financial transaction is any business transaction, including debits and credits as one transaction Non-financial transactions could be of the nature of enquiries on the CBS

d) The 4 hour daily peak is considered between 10 am to 2 pm

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5. Detailed Scope of Work

Detailed Description of the envisaged scope is enumerated below. However, the Bank at its discretion reserves

the right to change the scope and phases of the RFP considering the size and variety of the requirements and

changing business conditions and requirements

5.1 Phase 1- Core Banking version upgrade, migration, training, hardware implementation and Go-Live

As a part of this phase, the bidder is required to perform version upgrade and migration from the existing core banking version to the latest feasible CBS version of Finacle. The responsibility of the bidder shall include designing, sizing, procuring, development, customization retrofitting, configuring, parameterizing, implementing, training and maintenance of the CBS solution as part of this tender that includes the Software Development Life Cycle (SDLC) activities covering at minimum the scope mentioned in this RFP. The bidder will be completely responsible for the below activities:

i. Examine and upgrade the CBS from the current version to the latest feasible version Finacle 10.x. The bidder would need to tie-up with the Finacle OEM for this activity.

ii. Design, size, implement and maintain the CBS applications, interfaces and integration with the other solutions, applications, delivery channels, etc. during the contract period.

iii. The responsibility of the bidder and OEM would be towards complete retrofitting of the customizations from the existing Finacle 7.0.25 CBS version to the new Finacle 10.x CBS version including retrofitting of existing interfaces seamlessly in the new Finacle 10.x CBS version. The bidder with the support of OEM will also customize the new Finacle 10.x CBS to incorporate any business process reengineering required by the Bank.

iv. Get the application thoroughly tested on performance parameters of load, stress through concurrency etc. using reliable testing tools. The said test results shall be submitted to the Bank indicating the outer boundary of load and performance.

v. Migration of the data from the existing CBS version to the upgraded CBS environment. Bidder need to coordinate with the data migration audit agency for data migration audit and resolve all observations / issues pointed during audit before go-live

vi. Supply and integrate other applications/tools/solutions for configuration management, change management, release and deployment management, application performance monitoring, service level monitoring etc.

vii. Bidder only needs to provide the sizing of infrastructure / Database license / Middleware licenses for all layers of CBS application and database on engineered system as well as Enterprise Class Server separately at the time of submission of BID as per the projection and TPS provide in the RFP for DC and DR environment. However for Non Production environment bidder can provide sizing on Enterprise Class server only.

viii. Bank will provide the infrastructure / Database license / Middleware licenses as per the sizing mentioned by the bidder in their proposal however it will be engineered system or Enterprise Class Server will be at the discretion of the bank. The implementation, configuration, maintenance of the same liaise with bidder only.

ix. All the ATS and AMC of the database / Middleware and infrastructure will be directly paid by the bank however bug resolution / issue fix / patch management and all coordination with OEM needs to be done by the bidder.

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x. The Bidder is required to maintain the servers, Software & other hardware platform and environmental software for all the environments based on the requirements for the bidder’s proposed solution GBM and Internet banking. Bidder is required to perform vendor management during contract duration.

xi. The bidder has to implement the solution at all locations (DC, Near Site, DRC, branches, offices etc. of the Bank). The bidder is required to configure, parameterize, and customize all existing Bank business products and services. The CBS upgrade has to technologically enable all existing banking functionalities and products etc.

xii. Bidder has to note that in Finacle CIF module is having the features of CRM which is very bulky over the network so bidder need to provide the Infosys certified patch which will enable bank to achieve Customer maintenance without opening CRM screen over network.

xiii. After completion of the implementation of the upgraded CBS, the bidder has to perform another round of load testing / stress testing of the deployed systems for conformance with performance and service levels of this tender.

xiv. The bidder has to provision for all cost for the scope of this RFP in their Bill of Materials and the bank will

not pay any additional amount during the period of the contract.

All costs for the core banking solution version upgrade and other solutions along with the system load testing/ stress testing would need to be envisaged and marked in Annexure 13 -Bill of materials and has to be quoted in the final Bill of materials.

The bidder is required to size, design, training, customize, test, implement, rollout and maintain the Finacle

core banking application as per the requirements of this RFP covering all the existing functionalities and

modules for the period of the contract

5.1.1 Finacle Version upgrade (Migration to new version 10.x) and data migration

The Bank is currently having the following Finacle versions operating in a centralized mode from its Data Centre

(DC) and Disaster Recovery (DR) site. Main Scope of this project would be to upgrade Finacle core banking to

Finacle 10.x (latest certified dot version) from Existing Finacle CBS 7.0.25 with Single Sign on, CIF and Signature

verification System.

Current running environment details

5.1.2 Business parameter definition / Detail Requirement gathering

Bidder needs to coordinate with bank and create a BPD/ Process re-engineering strategy document.

1) Needs to finalize the parameters for the new functionality and modules 2) Need to identify customized functionality which can be mapped with the new functionality of the Finacle

10x. 3) Need to identify customization / interfaces of Finacle 7.0.25 developed on top of base Finacle product

and map the same with out of box functionality of Finacle 10x 4) Bidder also needs to identify localization check provided out of box in Finacle 10x which was customized

Finacle

Instance

Operating

System Database Finacle Version

Core Banking

System

Sun Solaris Oracle 11gR2 7.0.25

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in Finacle 7x so that the same can be removed from the customized scripts during customization porting. 5) Bidder needs to be submit separate reports for BPD, DRG and Gap analysis and take sign off from bank

on both the reports. 6) The Bidder will provide the Bank with the gap identification report along with the necessary solutions to

overcome the gaps and the time frames. 7) The Bidder will ensure that all gaps identified at the time of system testing will be immediately resolved. 8) The Bidder will ensure that gaps pointed out by the audit and inspection teams, statutory and regulatory

bodies, or any other third party agency engaged by the Bank will be immediately resolved. 9) The Bidder shall resolve the gaps by customizing the proposed solution by way of

modifications/enhancements, as necessary. 10) The Bidder will incorporate all the suggestions made by the Bank to the gap report. 11) The Bidder will ensure that they have the necessary infrastructure and people in place to resolve all the

gaps within the time lines mentioned in the RFP, for the implementation and roll out. 12) The cost of all customizations as mentioned above is required to be included in the price bid and the

Bank will not make any additional costs for such effort 13) The Bidder is expected to document all gaps observed by the Bank at various stages of implementation

including their solution and monitor and track the status of the same throughout the implementation. 14) Bank has done an audit for the finacle 7.0.25 version based on the process and functionalities which are

mentioned in the book of bank. Bidder while doing the solutioning needs to consider the gaps highlighted during that audit and needs to fixed during Finacle 10.X implementation.

15) During Parameter setting bidder needs to note that all the parameters and functionalities needs to be setup in product which should comply with all IND-AS norms and product should fully support and provide all the reporting which should be directly submitted to Regulatory Authorities for IND-AS reporting

5.1.3 Customization Retrofits and Interface Porting

5.1.3.1 Existing customizations of Finacle Core Retro fitting of all existing customization items of Finacle 7.0.25 as on the date of commencement of Requirement Gathering phase of the migration to the new Finacle 10.x.

• Bidder has to do a Detail requirement gathering with bank team and map A– IS feature of Finacle 7.0.25 with To – Be features of Finacle 10x

• Understanding new requirements from the bank and source the requirements to either map into the product or as part of customizations.

• All the customizations needs to be understood by Bidder and strategy document for migration needs to be prepared by bidder and sign off by the bank.

• Mapping of customized DB tables of Finacle 7x into new environment and migrating the same • The Bidder shall provide all statutory, regulatory and adhoc MIS (Management Information System)

and EIS (Executive Information System) reports as required by the Bank in the desired format during the implementation phase and during the contract period.

• The Bidder shall provide for all subsequent changes to reports / application / environment / Peripheral application as suggested by the statutory and regulatory bodies from time to time immediately to the Bank at no additional cost to the Bank during the contract period

• All the existing customization which will be retrofitted and new customization has to be available in Finacle 10X.

• All the customization as part of retrofitting delivered by the OEM need to be attached with the SIT test case and the DRG traceability matrix

• Bank has done an audit for the finacle 7.0.25 version based on the process and functionalities which are mentioned in the book of bank. Bidder while doing the solutioning needs to consider the gaps highlighted during that audit and needs to fixed during Finacle 10.X implementation.

• All customizations presently available shall be retrofitted if their functionality is not supported by default

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in the new version. Similarly, the customizations, which would get deployed in finacle 7x till the new version is made fully operational, shall also be retrofitted in the new version.

• All the gaps which can be fixed within the products needs to fixed during implementation and gaps which cannot be fixed from out of the box functionality, bidder needs to do all the related customization to comply with audit observations.

5.1.3.2 Existing Interfaces of Finacle Core The interfaces required for the Solution need to be sized, designed, developed, tested, installed, implemented and maintained by the Bidder, during the contract period, meeting fully the functional, technical, integration and interfacing requirements. The Solution should enable all currently specified interfaces as well as allow for introduction of new interfaces/channels as the case may be.

I. The Bidder is expected to interface the Solution to the Bank’s applications, which are mentioned in Annexure 21 - Interface list (not limited to).

II. The Bidder should use the Finacle integrator to integrate other Systems with Finacle 10.x wherever it is feasible.

III. The Bidder will be responsible for identifying the detailed interface requirements for integrating the proposed packages to the Systems and for all other functionalities as mentioned in this RFP.

IV. Understanding value adds provided by 10.x from channels perspective and discussing with various banks team on implementation of these new features in various banking channels running in Bank.

V. The Bidder must ensure that all the proposed application vendors (OEM) agree to share data dictionaries with the Bank for statutory and regulatory requirements at no cost and assist the Bank in mapping their data formats and semantics with the new products as required by the Bank during the contract period.

VI. The Bidder has to Supply, install, customize, implement, train, rollout and maintain the interfaces including supply of the necessary hardware infrastructure, tools necessary for the functioning of the interface. The Bidder is required to build interfaces between the proposed solution with the Applications and systems mentioned in interface list. It is the expectation of the Bank that the integration/interface architecture is based around the industry best practices especially on Service Oriented Architecture (SOA). The list of key functions which consists of the most important interfaces as mandated by the Functional/Technical Requirements is defined in interface list.

VII. The Bank reserved the rights to prioritize the interface building within the overall timelines defined in the RFP. All the major interfaces list is provided in Annexure – 21 however there can be minor interfaces which bidder need to retrofit and during implementation stage.

VIII. The interface architecture should be clearly defined. The integration architecture should include the types of interfaces supported; the standards used and should comply with Bank’s architecture principles.

IX. The Bidder will present to the Bank the interface requirement for review. Any suggestions from the Bank will have to be included by the Bidder.

X. The Bidder will be responsible for developing, testing and maintaining the interfaces. When developing the interfaces, the Bidder should ensure the requirements of data format, frequency of data transfer, quality checks and validations before data transfer and priorities for data transfer are identified and addressed.

XI. The Bidder must ensure that all applicable interfaces are automated with no manual intervention. XII. All Support applications proposed by the Bidder to meet the functional requirements of the Bank

should provide an on-line interface with the CBS Solution and other critical solutions proposed under this RFP or implemented by the Bank at a later date. Apart from the existing interfaces, the bidder shall integrate with any other interfaces which are likely to be part of the CBS system during the course of the contract without any additional cost to the bank.

XIII. The Bidder will ensure and incorporate all necessary security and control features within the application, operating system, database, etc. so as to maintain integrity and confidentiality of data at all times

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XIV. The Bidder will be responsible for setting up the test environment for interface testing. XV. Bidder has to understand the interfacing details of all applications connected to CBS and come up

with interface Detail document which needs to be sign off by the bank. XVI. Bidder to map the existing customized interfaces to the new functionality of Finacle 10x and has to

use the Finacle 10x features instead of just moving the old customization. XVII. The Bidder must ensure that a sound methodology is implemented (e.g. SOA governance

framework, integration competency center) to manage the interfaces. XVIII. Bank is already using FEBA as Internet banking solution and there are certain functionalities of

FEBA which are only compatibility with Finacle 10.x version. Bidder needs to enable all those features and needs to do all type of configuration, customization, parametrization at FEBA as well as in Finacle to enable those functionalities

5.1.4 Functional and Technical Training Bidder shall provide necessary Functional and Technical Training to the bank’s team and the training

has to be necessarily taken up by the OEM vendor (Infosys)

Core team functional and technical training needs to be 22 days.

At the end of each training session, an evaluation test needs to be conducted to ascertain the

effectiveness of the training

S/N Training Type No. of days/

weeks per batch

(Working Days)

No. of

batches

No of trainees

per batch *

1 Core Team Training – Functional 22 1 30

2 Core Team Training – Technical 22 1 30

3 Executive awareness 1 to 2 days 2 40

4 Regional Computer Centres head/Train

the trainer/Staff Training College faculty

22 8 30

(*) Each batch should be able to accommodate additional 10% of resources over and above the limit

prescribed

i. Functional training to be given in Finacle10.x version which should include the new modules which would be procured / implemented by the bank through this RFP.

ii. One functional and technical training should happen prior to the commencement of DRG phase at OEM’s premise so that the core team of the bank can have familiarity of Finacle 10.x well before the commencement of the migration project.

iii. All the above mentioned training needs to be conducted in OEM’s premises and trainer has to be OEM staff only.

iv. Training manuals needs to be provided by the bidder for all training.

v. Training structure should be designed in such a manner that no modules get interlinked and bank has send officials for training according to the modules.

vi. Bidder needs to take approval of the training structure before conducting the training.

vii. Bank specific functionality and modules needs to be added in the training manual and provided to the bank within 6 months of Go Live.

5.1.5 Installation, Integration and Implementation of new modules/Add-on Applications

Bank has identified to implement the following new modules as mentioned in 5.2.1 and 5.2.2 of Finacle 10.x

for their business / technical needs. These modules need to be implemented in the implementation phase

itself and all the other out of the box modules, the bank may implement as and when required, the bidder

needs to ensure to implement at a later phase.

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5.1.5.1 Functional Modules

a. Referral b. Subsidy c. Syndication d. Buyer’s Credit e. Utility Bill Payments f. Signature Verification System g. Top up deposit h. Variant loan i. Subvention j. PPF k. CIF

5.1.5.2 Technical Modules

a. Single Sign on

b. Localization

5.1.5.3 FSDP Tools

a. Fin Customization IDE Core b. Finacle Script IDE c. Finacle Report Designer

5.1.6 Conversion of Single byte database to Multi byte Database

As Finacle 10X version is having the capability of handling multi-lingual, multi-entity environment and to cater

the same present database character set should support Multi Byte Characters

• Bidder has to study the existing database setup and formalize a conversion strategy which needs to be approved by the bank.

• Bidder will be responsible for identifying the Lossy / Convertible Data using Oracle utility • Before updating the Lossy character bidder has to take approval from the bank. • Conversion of Single byte database to Multi Byte database which include database of Production / UAT

/ MIS / NDR / DR / CSIS / NPA mock • Migrate the Finacle Core database in production/DR/UAT from Oracle Single-Byte to Multi-Byte. • Bidder will be responsible for closing all the issues/bugs identified by the external testing agency.

Should perform Complete Sanity testing of the application, EOD/BOD batch jobs and product/customization reports for timing and performance.

• Bidder has to take the backup of all signature before conversion in file so that any corrupt signature after conversion can be uploaded again.

• Bidder to ensure and provide a data consistency report after Single to multi byte conversion

5.1.7 Partitioning of Production Database

Bank is already in the process of doing the partitioning of the production Finacle core banking application

database however bidder needs to relook the same and needs to maintain and perform activities to increase

the performance of the database.

5.1.8 Database related changes in 7x Database to reduce Go live version migration window

1 Bidder needs to identify database related changes for version migration which has no impact of smooth

functioning of Finacle 7.0.25 version

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2 Bidder needs to do these changes well in advance as Pre migration step to reduce the Go Live window of Finacle version migration.

3 These changes can be object creation, schema creation, user creation, insertion of default data in tables / columns created etc., which has on impact on current day to day operation of the bank.

4 Bidder has to identify and analyze the mandatory field of New Finacle version and map the same with current database and formulate a strategy with bank to populate the same well in advance.

5 Bidder has to provide a report on data consistency to bank in view of Finacle version upgrade and take sign off before and after updation.

6 Bidder has to make sure that these changes do not have any financial or non-financial impact on 7.0.25 version functionality and there is no impact on day to day operation of the bank.

7 Bidder has to factor the increase in database size / backup window due to these changes and factor the same in hardware sizing sheet separately.

8 If there is any change in already done customization bidder need to modify the same before doing the

Pre migration activities in production

5.1.9 Oracle Real Application Clusters deployment

Implementation of Oracle – Real Application Clusters (Oracle - RAC) solution in Finacle production database,

while the DR will be in Active – Passive mode to achieve better scalability and availability at Database layer. All

the necessary license, hardware sizing needs to be provided by the bidder. RAC should provide 24*7 database

availability to bank.

Bank current database is not on ASM technology which is mandatory for RAC implementation, bidder need to

factor all the efforts related to server, storage, Database, UAT etc. to implement the same at no extra cost to

bank.

Bidder has to provide Performance tuning and Diagnostics license sizing also with RAC

5.1.10 External agency for Data Migration Audit

Bank will engage an external agency for doing the data migration audit during migration and post migration

phase of the CBS version.

Bidder needs to coordinate with data migration audit agency and close all the gaps highlighted by the team

before migration

5.1.11 External Agency for testing

Bidder has to engage the external testing agency during the implementation stages. The external testing

agency and bidder will completely responsible for end-to-end UAT and data migration audit.

Based on the contents of the RFP, the testing agency shall be required to arrive at Test Methodology in

consultation with the bank, based on a standard which is suitable for the Bank and perform UAT on behalf of

the Bank. The external testing agency will completely responsible for end-to-end UAT

Bidder needs to note that training need to be conducted by the bidder through automated tool as well as

manual.

External Agency will be responsible for performing below activities during Finacle version upgrade

• Development of suitable testing methodology/testing strategy document • Development of test cases in consultation with Bank. Bidder has to provide already prepared test cases to

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bank (not less than 15000, negative & Positive) which bank will approved / modify before executing. • Development of test calendars. • Execution of all the test cases. • Development of entry and exit criteria for the testing. • Development of detailed test scripts in UAT environment. • Train the Bank’s team in test script development and testing methodology. • Test the application software’s for functionality, operational convenience, security and controls. This will

also include the positive and negative cases for each type. • Testing will be done on LAN as well as WAN environment including HO, CO and Branches as desired by

Bank. • Record the test results against the test cases tested. • The testing should also ensure conformity to:

o Existing functionality already running in Finacle 7.0.25 in Finacle 10X. o All the customized menu and reports ported from Finacle 7.0.25 to Finacle 10X are working as per

expected. o All the customized Interfaces ported from Finacle 7.0.25 to Finacle 10X are working as per expected. o All the functionality working properly as per the Functional Requirement Specifications Manual provided

by OEM. o Product Demonstration cases prepared by the Bank o Gaps pointed out by Solution vendors o All Interface testing with all types of transactions pertaining to that interface.

• Point out gaps, errors, bugs during testing. • Document the gaps, errors and bugs observed during testing. • Maintain a track of errors, bugs and customization request and their resolution. • Explain the bugs, errors and gaps to the Bank and application vendors. • Follow up with Application vendor for fix or patch. • Re-test the gaps, errors and bugs after rectification. • Assist in Sign – off on the customization • Assist in Sign – off on the user acceptance test. • Submit all documents on methodology, strategy, test cases, test documentation, customization requests,

solution etc. to the Bank. • Conduct unit testing, integration testing of the entire functionality of the solution. • External testing agency and the bidder together be responsible for end-to-end testing and UAT activities

within schedule timeline. • Testing must include test cases on calculation and apply of charges, EOD / BOD, interest application, batch

job execution, month end / half year end and yearly EOD / BOD, demand generation response time etc. • All the testing will be carried out with the resources provided by the External agency in coordination with

bank. • Acceptance testing shall broadly cover the testing of the new CBS version functionality, migrated data pre

and post migration, and all interfaces of CBS to verify that the proposed solution conforms to the business & technical requirements and Gap analysis Report, Bandwidth and response time.

• Bidder must fix the bugs, carry out necessary rectifications and deliver patches/version towards changes which will be reported by external agency and bank.

• The Bank shall accept the application software only after the critical or major Bugs are fixed, which are then ready for production Implementation.

• Will be responsible for preparing all the SOP’s for the L1 Team related to the functionality of Finacle menu option. SOP’s has to be bank specific and should contain all the bank specific operation and customization.

• External agency has to perform end to end testing during Oracle version upgrade and Single byte to multi byte conversion

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5.1.12 Go Live Support to the Branches

a. Bidder has to provision adequate number of L1 and L2 resources for the first year of the rollout and the same needs to be provided in the Bill of material.

b. Bidder has to ensure that these L1 and L2 staff are well versed with the bank’s specific functionality / Interface and customizations for the smooth rollout Support.

c. After Go live there should be 4 month onsite OEM support or till all the severity level 1 issues got closed, whichever is later, OEM has to support onsite

d. Bidder needs to Provide Go –live support for the first year from OBC cluster offices at various locations.

5.1.13 OEM Scope a) The OEM has to give commitment to be part of the migration project along with the bidder/vendor

throughout the migration. b) Below mentioned activities has to be mandatorily done by the resources from OEM M/s Infosys only.

• Sizing of the hardware and bandwidth according to the projections • DRG :- Detail Requirement gathering • Core Team Training (Technical and Administrative) • Gap Analysis • Setting up of UAT, BPD, Production, CSIS Environment • Customization and Interfaces retrofitting • Finacle Version upgrade activities like data migration and extraction, database related changes

etc.

S. NO

Deliverable Accountability

Bidder OEM

1 Server and Database Capacity Planning

Bidder to provide the sizing in the bid which is certified by the OEM and maintain infrastructure according to the sizing sheet provided by the OEM.

Infosys has to be provide Sizing sheet according to the projection provided by the bank

2 Set up and Maintenance of various Environments

Bidder has to be take handover of the environment setup by OEM and maintain them as part of substance, apart from these environment bidder has to setup and maintain Monthly MIS and Daily MIS (Post go Live) and MOCK . Set up of all the above listed environments will be done by the bidder. Maintenance of Development, SIT, UAT, production, MIS, DR, Near site, testing has to be provided by the bidder. Support will also be provided by the bidder for all the listed environments. During environment setup done by the OEM bidder needs to involve at least 1 L2 resource with OEM so that proper Knowledge can be done.

Infosys has to setup all the Finacle 10X environment with industry best practice as per of the upgrade activities. Environment are Development, Training, System Integration Testing (SIT), User Acceptance Testing, Production and DR (On Go Live) setup for end user familiarity,

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3 Training Bidder has to coordinate between Infosys and Bank for arranging the training and managing the schedule. Manuals and Sanity of the manuals provided needs to be ensure by the bidder

OEM has to all the trainings mentioned in section 5.1.4. Training will be provided in OEM campus through OEM staff only. OEM has to share the scope and modules of the training with bank and need to take concurrence from bank on the modules included. OEM has to be provide training manuals to each participant. Training Material in English User Manuals including the customizations specifically done for Bank.

4 Gap Analysis / Detailed System Study

Bidder at the time of taking handover from OEM has to confirm that all the solutions mentioned by the OEM in Gap analysis sheet is working properly as per the expectation of the bank. During Gap analysis done by the OEM bidder needs to involve at least 1 L2 resource with OEM so that proper Knowledge can be done.

Gap analysis and DSS has to be

strictly done by SME of OEM on-

roll staff only, having a

minimum 3 years’ experience in

their respective modules. Gap

analysis report need to be

shared with bank with proper

and feasible solution to

overcome the gaps with time

frames and take sign off from

the bank.

5 Detailed Requirement Gathering

Bidder at the time of taking handover from OEM has to confirm that all the mapping mentioned by the OEM in DRG sheet is working properly as per the expectation of the bank. During Requirement gathering done by the OEM bidder needs to involve at least 1 L2 resource with OEM so that proper Knowledge can be done.

DRG has to be strictly done by

SME of OEM on-roll staff only,

having a minimum 3 years’

experience in their respective

modules. Resource should have

in-depth knowledge of Finacle

10x functionalities. DRG report

need to be shared with bank

with proper and feasible

mapping of functionalities take

sign off from the bank.

6 Data Migration Strategy Bidder at the time of taking handover from OEM has ensure all the data migrated is intact and balances are matching with banks statements. Bidder needs to work closely with Bank’s identified Data Migration Audit team and close all the gaps identified by the team

OEM to provide the Data Migration Strategy document, whatever applicable highlighting the migration scripts with data mapping for signing off by the bank. OEM has to do full data migration whichever is applicable

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in coordination with OEM. During Data Migration done by the OEM bidder needs to involve at least 1 L2 resource with OEM so that proper Knowledge can be done.

for Finacle 10x version.

7 UAT / SIT Closure

Bidder needs to appoint an external agency for Testing, SIT, UAT SOP creation during upgradation. External Testing agency will be responsible for the execution of all test cases. Bidder needs to prepare issue tracker covering test cases, issues raised during testing, issues resolved / pending to Infosys. External testing agency has to provide test cases which needs to be vetted by the bank. Bank will review the test cases and add more according to bank specify functionality.

Infosys to provide onsite

product support during SIT/UAT

and provide resolution to

product /customization bugs

raised by testing team in timely

manner. All the issues including

product related patches

identified during the project to

be closed before GO LIVE.

8 Customization & Interface Requirements

Bidder needs to appoint an external agency for Testing, SIT, UAT SOP creation during upgradation. External Testing agency will be responsible for the execution of all test cases. Bidder needs to prepare issue tracker covering test cases, issues raised during testing, issues resolved / pending to Infosys. External testing agency has to provide test cases which needs to be vetted by the bank. Bank will review the test cases and add more according to bank specify functionality.

Infosys has to do customization

and interface retrofitting. All

the customization which are

available in current version of

Finacle has to be made

available in the new version of

Finacle excluding those which

can be achieved by new out of

box functionality. Finacle

integration has to be used fully

for interface retrofitting.

9 Base Product Patches Bidder to publish / share the product

bugs with complete detailed analysis.

All the details including simulation

steps should be shared by the

Bidder to the bank.

The Patches provided by the OEM vendor to be tested and deployed in the production server after taking sign off from bank.

OEM has to provide all the

patches related to Product,

Customization and interfaces in

agreed timelines. Infosys has to

reconcile the product and other

patches provided to bank

earlier and those should be

available on day 1 to the bank.

10 Go-Live Bidder needs to keep Onsite /

Offshore support team in readiness

during the Go-Live period. Publish the

go-live check list and obtain sign off

from the bank before the actual go

live.

Infosys responsibility is to have

hygiene factors in place for

checks and the closures of SIT /

UAT / correctness of data.

Infosys onsite team will be

available during Go-Live period

so as to address any bugs

raised during the Go-Live

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phase. Infosys team has to be

onsite till four months or till all

the severity 1 issues gets

resolved (whichever is later)

11 Status reports Bidder to submit weekly status report

of the project to Bank every Friday

with the action plan to resolve issues

raised. The report should also include

the risks identified for the project and

the mitigation plans

Till implementation closure

Infosys has to be the part of

status call from application

point of view to provide the

timelines for bug closure.

12 Audit Reports Bidder to provide necessary pre-post

migration reports as per the

requirement of the bank’s IS-Audit /

External Audit during various phases

of version upgrade till issuance of ‘Go

Live’ completion certificate.

13 Closure Handover Bidder to share the documents and

ensure smooth handover to the Bank

after contract period once the bank

goes live on 10.x. All the issues

related to migration / customization

should be addressed on or before

handing over. The handover should

take place onsite with the Infosys

personnel.

14 Project Governance Bidders to manage the project,

organize the weekly status meetings

as per the frequency decided by bank.

15 Documents The Bidder/Vendor shall provide

the project plan including

Migration Strategy Document

Solution Architecture Overview Logical & Physical Data

Base Design System Interfaces

System Performance benchmarks

(response times, etc.)

Infosys to share the

- Product manuals

- Technical manuals

- Data dictionary of the Product

16 Single byte to multi byte Bidder has to identify and take sign

off from bank for any change while

changing any attributes/values in

database and provide a complete

methodology of the same

Infosys has to review and

recommend the methodology

to achieve best performance

17 HLD and LLD for Finacle 10X

Bidder has to take inputs from the

Infosys and provide LLD and HLD to

Infosys has to review and

recommend the methodology

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bank and once the sign off happen

the same needs to be implemented.

to achieve best performance

18 Computer Based Training

Bank is already having a Computer

Based training tool, bidder needs to

coordinate with the tool vendor and

provide all Screen shots and SOP’s for

developing the content in the tool as

per the requirement of the tool

vendor.

19 Integrated Payment HUB Bidder needs to do coordination with

different stake holder for the

implementation and take proper

handover of the system from the

OEM. Bidder needs to involve one L2

resource with OEM of the proposed

IPH solution so that there will be

proper handover and knowledge

transfer

OEM of the Proposed Integrated

Payment Hub needs to design

and do the solutioning of the

system.

All the HLD, LLD, FSD and BRD of

the solution needs to be

validated and presented to the

bank by the OEM.

The implementation of the

Integrated Payment Hub needs

to be done by the OEM

20 Application Integration Solution

Bidder needs to do coordination with

different stake holder for the

implementation and take proper

handover of the system from the

OEM. Bidder needs to involve one L2

resource with OEM of the proposed

Application Integration Solution so

that there will be proper handover

and knowledge transfer

OEM of the Proposed

Application Integration Solution

needs to design and do the

solutioning of the system.

All the HLD, LLD, FSD and BRD of

the solution needs to be

validated and presented to the

bank by the OEM.

The implementation of the

Application Integration Solution

needs to be done by the OEM

c) Necessary hardware sizing, considering the various aspects of the upgrade/migration project along with the business projection growth of the bank, has to be provided by the OEM

d) Review of the version upgrade / migration (as per the defined scope) project plan has to be done by OEM, taking into account all quantitative and qualitative aspects related to installation of the new version Finacle 10x and upgrade / migration from the existing version along with the other scope mentioned

5.1.14 Benchmarking scope

1 Technical inspection and performance evaluation – Bank may choose to carry out a technical

inspection/audit and performance evaluation of products offered by the Bidders. The Bidder should

support and cooperate with the Bank or any person/persons appointed by Bank to observe the technical

and performance evaluation / benchmarks carried out by the Bidder

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2 Performance Benchmarking by System Integrator

It is mandatory for the Bidder to perform the benchmark for the purpose of this project, incorporating

the proposed technology architecture for the core banking application. The Bidder will have to do a

benchmark on the hardware Sizing proposed for the CBS solution and the type of hardware procured by

the bank (Engineered system or Enterprise Class server). Benchmark needs to be validated & reported

by reputed independent third party who has the experience of reporting performance benchmark

specific to the Core banking application proposed by the Bidder with due concurrence of the bank.

The Bidder will have to perform a product benchmark at the benchmarking center or banks premises as

identified by the Bidder in the presence of Bank employees and its appointed representatives. The

objective of this exercise is to demonstrate that the proposed hardware sizing meets the terminal year

sizing and provides the required service levels in terms of number of the necessary transactions per

second (TPS), user concurrency mentioned in Annexure 22, where all the debit and credit legs of the

transaction would be considered as a single transaction, along with the necessary number of concurrent

transactions, total number of transactions in a 4 hour window, number of accounts, time taken for End

of Day, batch processing and meet the required response time as expected by the Bank. This

benchmark should be carried out on the proposed hardware sizing (Infrastructure will be Enterprise

Class server or Engineered system will be at bank’s discretion) with the proposed version of the

operating system, proposed version of the database system / middleware and the proposed version of

the application system. The benchmarking exercise should be successfully completed Before Go-live.

The Bidder should factor all the necessary costs for the benchmark, including the travel, lodging, meals

for the Bank personnel and it’s appointed Consultant. Thus we suggest the Bidder to consider 7 to 8

Bank Authorized personnel for this exercise.

Any expenses (performing the benchmark, travel, stay, etc.) incurred for the same would be borne by

Bidder and under no circumstances the same would be reimbursed to the Bidder by the Bank. The

Bidder is expected to factor the all expenses linked to the benchmarking in the Bill of Materials.

3 The Bidder shall ensure that the solution provided and sized by the Bidders is capable of meeting Bank’s

current and terminal year transaction and business volumes. Empirical evidence of the appropriateness of

the server sizing by means of comparison with independently assessed benchmarked data on a similar

environment as proposed to Bank will be mandatory. The Bidder has to provide all necessary supporting to

Bank to prove that the Solution sizing is appropriate.

4 Bidder has to be study the load compute wise and during performance load testing bidders needs to

generate same load according to the projection provided by bank to certify the hardware.

5 All the benchmarking activities has to be done keeping in consideration of all type of customization of the

bank which are finalized during DRG phase.

6 During Benchmarking, the load generated by the bidder has to be in accordance with the transaction mix

and the current setup of the bank. The sign off should be taken from the bank

7 Stress Testing: - Bidder needs to do stress testing during onsite implementation (Bank Premises) using the

stress testing tool. Bidder needs to provide a report and take sign off from the bank before going live.

Stress Testing needs to be done on all layers of the CBS setup and if any deviations pointed out by the

bank, bidder needs to resolve the same before go – live

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5.1.15 System & Security Audit

1 Before live implementation / migration of the software solution in production system, the product may be

audited by Bank’s appointed Software Audit firm / in house team

2 All audit points raised by the Software auditor should be complied by the vendor without any additional cost to the Bank.

3 During warranty and AMC / ATS period, the vendor needs to comply with security and system audit observation and remove the audit observation without any additional cost to the Bank.

4 The solution should have built in security features and compliant with the requirements of regulatory agencies.

5 It should have high level of reliability with particular emphasis on data integrity and security. Authorized

users to use the application if available on Internet / Intranet, generate logs and audit trails.

5.1.16 ADR, EMS, APM DMS integration and reconfiguration

1 Bank has already implemented below mentioned tool for proactive monitoring and document workflow

management in Finacle 7.0.25.

2 Automated disaster Recovery is implemented for Finacle, GBM and Internet banking solution from M/s IBM (Sanovi).

3 Enterprise Management system is implemented by M/s BMC 4 Document Management system is implemented by Newgen for all back office work and centralized account

opening

5 Bidder needs to factor all the efforts for coordinating with the vendor and doing all type of changes in

these tool to make them work on Finacle 10.X and related applications

5.1.17 Disaster Recovery (DR) and MIS setup

1 Bidder has to ensure that DR and MIS setup is ready on the Go Live date of Finacle 10.x

2 Bidder should make necessary setup to enable the DR within the agreed time lines.

3 Bidder should make do necessary server setup to enable Monthly MIS and daily MIS for data extraction for

various peripheral systems like Retail MIS, ADF, ALM etc

4 Bidder / Vendor should carry out the deployment of the application / DB in DR / DC, Mock, NPA, MIS, UAT

and NDR as applicable.

5 TO ensure a proper rollback bidder has to ensure that the old setup at all the location should be As –IS as

per the agreed timelines during migration strategy formulation.

5.1.18 Near Site Setup

Bank is having near site at Mumbai. Near Site setup is a bunker site and there is no compute on that site only

data replication is enabled on Near Site. However bidder needs to note that near site has to be in sync with DC

and DR all time during the activity and there should not be any single point of failure.

5.1.19 Software Licenses

The Bidder has to ensure that all necessary licenses that are required for this RFP are installed at DC, NLS and

DRC and other relevant locations of the Bank. The Bank will not be responsible or liable for any infringements

or unauthorized use of the licensed products. In the event of any claims against the Bank for any license

related issues, the Bidder will have to act upon the same and all liabilities and claims whatsoever will have to

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be settled by the Bidder. Further if the Bidder has missed out any licenses in sizing the Bank will not bear any

additional amount for procurement of such licenses.

In the event additional licenses need to be procured in addition to the quantities that were asked by the Bank,

only in such circumstances the Bank will bear the additional costs for the same.

5.1.20 Hardware a) Bidder only needs to provide the sizing of infrastructure / Database license / Middleware licenses for all

layers of CBS application and database on engineered system as well as Enterprise Class Server separately at the time of submission of BID as per the projection and TPS provide in the RFP for DC and DR environment. However for Non Production environment bidder can provide sizing on Enterprise Class server only.

b) Bank will provide the infrastructure / Database license / Middleware licenses as per the sizing mentioned by the bidder in their proposal however it will be engineered system or Enterprise Class Server will be at the discretion of the bank. Bidder needs to do the configuration, parametrization, installation and maintenance all the hardware and software

c) All the ATS and AMC of the database / Middleware and infrastructure will be directly paid by the bank however bug resolution / issue fix / patch management and all coordination with OEM needs to be done by the bidder.

d) The Bidder is required to maintain the servers, Software & other hardware platform and environmental

software for all the environments based on the requirements for the bidder’s proposed solutions. Bidder is

required to perform vendor management during contract duration.

e) Any other hardware and peripheral software like Database etc. needs to be implemented and maintained by

the bidder throughout the tenure of the contract. The list of existing Database licenses used for CBS is

mentioned in Annexure 22

f) The Bidder is required to design, size, maintain for adequate hardware based on the volumes for the

proposed solutions as per the sizing requirements and the bank’s business projections stated in this RFP.

g) The hardware technology proposed for the Solution should be enterprise class, best of the breed, latest,

tested and stable release of OEM vendor and based on the latest platform enabling technology.

h) The Core Banking Application / Web should be designed for Active-Active and the Database should be sized,

design, commission on RAC technology at DC and Active – Passive mode at DR.

i) The Bidder needs to size, design, commission and maintain the hardware and related software for all the

applications for the period of contract required as per the RFP.

j) Bidder need to submit a detail architecture of - over all solution and while designing the solution bidder has

to keep in mind that architecture should be compatible with Enterprise Service bus and Integrated Payment

hub.

k) Bidder needs to provide a staggered sizing of the hardware to the Bank. The hardware sizing provided in

the year one should cater to the load and meet the SLAs till the end of third year (sustenance period). The

bidder needs to deploy additional hardware within the same box in year fourth to cater the load and meet

the SLAs of fourth and fifth year if required after performance review in third year. Bidder needs to note

that the period mentioned here is sustenance period which will start after upgrade period.

l) For the sizing of incremental branches/offices the Bidders should consider the growth in business volumes

in the branches/office from the day the day of Go - Live.

The Bidder has to Size physically separate environment for the Production Environment (DC & DRC) and for

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the other stated environments, the bidder may consider deploying a virtualized/physically separate solution.

A. Production (DC and DRC)

B. Test & Development (DR Only)

C. Training (DR Only)

D. MIS and Reporting server (DR only)

E. NPA Mock run (DR only)

m) The bidder has to submit the sizing document which needs to be vetted by OEM (Infosys)

n) The bidder shall propose hardware sizing such that at any point in time during the contract period, the CPU,

Memory utilization should not exceed 60% and storage space utilization should not exceed 70%. In case the

server resource utilization exceeds 60% or storage space utilization exceed 70% , the additional hardware

has to be provided by the successful bidder to optimize the performance, within the indicated levels, at no

further cost to the Bank

o) In case the Utilization of the Sizing including Storage, Server, CPU, RAM, Memory exceed as per the SLA

define the bidder is liable to pay penalty as well as needs to augment the hardware according to the

requirement

p) The quantity of the hardware components should be as per the solution proposed by the bidder. The

following considerations need to be taken for sizing:

• All the hardware and software to be supplied/proposed must be IPv4 and IPv6 compliant wherever

applicable.

• Bidder will be responsible for server, storage and network sizing for the proposed Solution at OBC. The

sizing needs to be done based on Bank’s requirements, optimized power usage and scalability.

• Compliance to specifications mentioned in the RFP and any regulatory or statutory requirement.

• In the event that the proposed sizing is not able to meet the performance standards specified in the RFP, at

the time of go live, the successful bidder will be required to augment/ upgrade the hardware & software

components in the solution to ensure that the performance requirements are met. The additional

hardware equipment & software shall be provided by the successful bidder at no extra cost to OBC. The

bidder should consider security requirements such as biometrics to ensure improved security

5.1.20.1 Environments Physically separate adequately sizing should be quoted for each of the following environments. Production at DC and DRC (100% compute and storage capacity of DC), Test, development, MIS, Training, NPA Mock.

The Test & Development servers sized should be minimum 35% of the size of the production as per the

fourth year sizing however the database size will be similar to production database size.

The Training servers should be sized to support training programs for 500 personnel logged in

concurrently. The Bank expects the training servers not to be less than 20% of the fourth year

configuration of the production however the database size will be similar to production database size.

The Training database has to be masked.

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NPA Mock run environment servers should be sized to support NPA Mock running. The Bank expects

the NPA mock servers not to be less than 40% of the fourth year configuration of the production server

in terms of configuration however the database size will be similar to production database size.

The Test & Development environments need to be deployed only at the DC. However, the Training, MIS and

MOCK NPA environment should be deployed at DR

5.1.20.1.1 MIS & Reporting Server:

The Bidder has to adequately size physical MIS & Reporting compute and storage such that the Bank users

including branches can generate reports at any point of time without impacting or degrading the CBS

application performance. MIS and Reporting environment needs to be installed at DR location

The daily, weekly, Monthly and Quarterly reports should be available at the Bank branches latest by 7.00 am

of the next day. The Half yearly and annual reports should be made available to the bank, the day after the

processing. The report servers should be sized in a manner that branches should be able to generate on-line

reports with various parameters like range of dates, range of accounts, schemes, branches, zonal and central

office etc.

5.1.20.1.2 UAT/ development & Training Server:

Bidder need to ensure that UAT and Training environment need to be in sync with Production environment in

terms of master data and sources. All the customization / enhancement / products / parameter change needs

to be applied in these environment on periodic basis which should not be greater than 1 month. Bidder needs

to ensure that all the master data such as customer information and balances needs to be masked before

releasing the Non Production environment to the end user. Non Production environment here refers to UAT,

Testing, Development and Training.

DR environment has to be equally sized as per the 100% DC production environment. There should not be any

difference in the sizing done for both the environment.

Storage Devices: The Bank has implemented enterprise class storage at DC, DR and Near Site along with a zero

data loss solution. Bidder is required to provide the sizing of storage volume, backup solution required for the

bidder’s proposed solution, bank will upgrade the same. The bidder should integrate the solution with the

bank’s existing enterprise storage and other storage arrays, disk based back up and tape library meeting the

zero data loss requirements of the Bank.

Sl No. Component Category (Storage, Disk Based Backup, Tape Library, Software license, SAN switch)

Location

1 G1500 Storage DC /DR 2 G1500 Storage NDR

3 Tandberg Tape library DC / DR

4 Brocade San Switch DC / NDR/ DR

• The Actual storage capacity sizing methodology and working will need to be done by the Bidder and submitted to the Bank as part of the Technical Bid.

• The Storage should be sized such that it can sustain and hold all the data of the proposed Solutions for

the period of the contract.

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• All production data should be on Redundant Array of Inexpensive Disk (RAID) 1+0.

• The storage should be sized to accommodate the current 2382 branches and should be augmented Year

Over Year based on the Business Projections stated in the Annexure 22, for the contract period

5.1.20.2 Hardware Utilization

The Bidder is expected to size Hardware for the Solution based on the information provided in this RFP for

implementing the solution for 2382 branches and scalable to support 4466 branches over the tenure of the

Contract. At any point in time during the contract period, for these locations, during business hours, the

average CPU, Memory, Hard Disk utilization should not exceed 60% threshold (excluding EOD/BOD Processing)

and storage utilization should not exceed 70% threshold. In case the above requirement is not met, additional

hardware and related software would have to be provided by the Bidder at no additional cost to bank, within

two weeks of crossing the threshold(s).

The Bidder at all times has to ensure that the sizing done confirms to the service level requirements of the

Bank. In the event, these requirements of the Bank are not met at any point during the contract period, the

Bidder would need to deploy additional resources to meet the performance levels, failing which penalty

would be levied as per this RFP Section 9 Service Level.

The Bidder also has to perform pro-active monitoring of the solution to ensure that before any breach happens they have sufficient time in procuring and installing the additional components. The bank will not tolerate any downtime on account of the Bidder’s failure to monitor or delay in procuring the additional resources. The Bidder is expected to size the hardware to achieve 800 transactions per second (TPS) in the terminal year of the contract. Detailed transactions, users and accounts volumes data is given in Annexure 22.

The proposed hardware sizing should support concurrent users of the YoY user projection stated in the Annexure 22. These concurrent users would not be idle and would perform any kind of transaction in the CBS application.

The Selected Bidder shall provide the hardware sizing, duly certified / approved by the OEM of the CBS-

Finacle, based on the projections provided by the Bank. The Bank is not responsible for any assumption made

by the Bidder with respect to the sizing. In the event of sizing does not meet the performance / service levels

of the Bank, the Bidder at their own cost should carry out the necessary corrections. The Bank will not pay any

additional amount during the period of the contract

5.1.21 New Initiatives and Technology Solutions

5.1.21.1 Load Balancer

As per the new architecture of the Finacle 10x bank is intended to put load balancer at web and app layer

1) Load balancer should be a physical box and not any kind of rapper of software installed on any web or application server

2) Load Balancer should support all the algorithms like Round Robin, Weighted Round Robin, Least Requests, Session Persistence

3) Load balancer propose by the bidder must compliance with the technical specification mentioned in the Annexure 7.

4) Load balancer should be capable of handling concurrent traffic request of 20,000 users 5) Bidder has to supply, install, commission, implement and maintain the devices and the license procure till

the end of the contract period. 6) All the commercial needs to be factored in the Bill of material for contract duration. 7) It should not be a single point of failure at any point of time and bidder need to factor load balancers for DC

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as well as DR

5.1.21.2 Integrated Payment Hub

1 Supply, customization, installation, implementation of a centralized integrated Payment solution. The scope

includes all functionalities as mentioned in Annexure 7.

2 The vendor must study the customization requirements of the bank and provide a Systems Requirement Study (SRS) report to the bank.

3 Data Migration from existing system should be taken care by the bidder. 4 System should be capable of seamless integration with Core Banking Solution (Finacle 7.0.25 as well as 10.X).

The system should also be capable of being integrated with all present payment systems of RBI , NPCI and reporting systems like MIS ,Document Management System etc. It should also support future enhancement/up gradations with any of the interconnected systems and CBS (FINACLE).

5 The system should support role based access with proper authentication and audit trails. 6 The report should be generated in all popular format such as (DOC, XML, XLS, TXT, CSV, PDF, XBRL, MT940

etc.) 7 The solution must provide reports branch wise /Region wise/ Zone wise / SET wise (user defined group of

branches or areas) , Bank wise. Providing a reporting tool to facilitate report design, generation, and distribution and archiving.

8 There should be facility for bank users to upload data, view and /or download reports. The upload facility should have built-in security features supporting upload using digital signatures, tokens, encryption & upload at specific times, upload from specific PC(IP/MAC based authentication), check with vendor database, use of levels (amount wise, category wise and user wise) for upload data. Providing self-reconciliation features for all transactions.

9 The bidder will be required to implement all four environment i.e Production, Development, DR and Test. No separate application License or implementation fee would be payable for the DR, Development and Test implementation.

10 Post implementation, bidder needs to support the solution during contract period and perform all L1 and L2 activities.

11 Bidder will be totally responsible for integration of the solution with all the surrounding application / Infrastructure and no extra cost for integration will be provided. Integration will include efforts on both side which will be responsibility of the bidder

12 Training to the Bank’s project team and the user team. Training must cover both classroom and hands on. Necessary training material and documents must be provided to the participants.

13 Installation of the application on a test environment and assisting the bank’s team in carrying out User Acceptance Test. Provide test cases for UAT.

14 Providing comprehensive documentation of the application including the application architecture, description of the interfaces, description of the data model, database table structure, Data Flow Diagrams, complete description of the data elements (metadata), user manual etc.

15 Providing application maintenance for error fixes, additions / modifications to the software to cater to changes to data sources and /or new reporting requirements during contract period.

16 Vendor should arrange closure of all VAPT / IS AUDIT observation within time frame stipulated by the different agencies appointed by Bank without any additional cost to the Bank.

17 Solution should support ISO 20022 , ISO 8583 messaging format as well as MT940/MT950 and confirm to all SWIFT , SFMS formats.

18 Bidder needs to frame a proper SRS, HLD and LLD and take a sign off from the bank before implementation of the solution.

19 All the hardware, software, necessary peripheral licenses needs to design, supply, procure, maintain, commissions by the bidder.

20 Bidder needs to note that integrated payment hub needs to be implemented at Finacle 7.0.25 first and then needs to be retrofitted as an interface during upgrade project.

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21 All the hardware provided by the bidder for integrated payment hub should be fully redundant & scalable and fully fault tolerant. All the components within the server should be hot swappable or pluggable and should incur no downtime due to component failure

22 All the hardware should have dual power supplies, redundant NIC (IPv6 Compliant) and HBA, as applicable.

The power input to the power supplies will be from separate UPS. In case of failure of one power supply,

the second power supply should be able to take the full load without causing any interruption in services.

5.1.21.3 Application Integration Solution

The bank requires the Bidder to implement a robust middleware solution. This solution should enable the Bank

to seamlessly integrate the surrounding solutions with the Core Banking solutions. This would also align the

banking architecture to Service Oriented Architecture methodology. The Bidder is expected to provide the

compliance of the proposed solution in Annexure 7 – Technical Specifications.

Hence the Bidder is required to design, size, procure, implement, maintain and manage a software and related hardware for Integration and process governance solution. Additionally, the bidder is required to:

1. Establish architectural solutions such as logical architecture, physical architecture, deployment architecture for proposed solution.

2. Establish high level design and low level design for the proposed solution. 3. Installation, testing, implementation, commissioning, acceptance and maintaining the proposed

solution. The deployment should address the defined high availability and reliability requirements 4. Integration of solution with Bank’s existing applications such as Delivery Channels and payments

systems and other surround systems like ITMS, HRMS, IRMS, Dataware house and other analytic application etc.

5. Provide the required documentation and training covering the solution. 6. For the implementation the Bidder should involve the functional analysts (SME) of OEM of the proposed

Middleware software should be part of the delivery and implementation team. 7. Bidder need to formulate the implementation strategy after a detail requirement gathering phase with

all stake holders of the banks. 8. The bidder has to do BPR and BPD for implementing the solution and the same needs to be sign off by

the bank 9. Bidder needs to note that Application integration Solution needs to be implemented at Finacle 7.0.25

first and then all the interfaces needs to be retrofitted as an interface during upgrade project 10. Bidder has to provide L2 resource for maintaining and future customization for integrating the solution

with future procured application by the bank at no extra cost. 11. Bidder has to implement the solution at DC as well as DR, all the required infrastructure for both the

location need to be mentioned by the bidder in the Annexure 13 Bill of material 12. Bidder need to ensure that there should not be any single point of failure in the application 13. Bidder need to provide training to the bank official on the proposed solution so that bank is aware out

the solution. 14. The bidder will be required to implement all four environment i.e Production, Development, DR and

Test. No separate application License or implementation fee would be payable for the DR, Development and Test implementation.

15. Post implementation, Onsite support required according to the SLA. 16. Bidder will be totally responsible for integration of the solution with all the surrounding application and

no extra cost for integration will be provided. Integration will include efforts on both side which will be responsibility of the bidder.

17. Training to the Bank’s project team and the user team. Training must cover both classroom and hands on. Necessary training material and documents must be provided to the participants.

18. All the hardware provided by the bidder for Application integration layer should be fully redundant & scalable and fully fault tolerant. All the components within the server should be hot swappable or

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pluggable and should incur no downtime due to component failure 19. All the hardware should have dual power supplies, redundant NIC (IPv6 Compliant) and HBA, as

applicable. The power input to the power supplies will be from separate UPS. In case of failure of one power supply, the second power supply should be able to take the full load without causing any interruption in services

20. Installation of the application on a test environment and assisting the bank’s team in carrying out User Acceptance Test. Provide test cases for UAT.

21. Providing comprehensive documentation of the application including the application architecture, description of the interfaces, description of the data model, database table structure, Data Flow Diagrams, complete description of the data elements (metadata), user manual etc.

22. Providing application maintenance for error fixes, additions / modifications to the software to cater to changes to data sources and /or new reporting requirements during contract period.

23. Vendor should arrange closure of all VAPT / IS AUDIT observation within time frame stipulated by the different agencies appointed by Bank without any additional cost to the Bank.

24. The proposed solution should have the following key features and functionalities: a) Integrate back-end systems

b) Current proposed Solutions, Existing and Future Bank’s solutions should be able to talk to

each other, e.g. CRM, Call center, Government Business, Treasury, Payments etc.

c) Multi-channel integration with Core Banking Solution.

d) Implementable with payment hubs.

e) Should offer standardized integration approach

f) Adapt to an integrated market infrastructure such as CCBM2, TARGET2-Securities or

equivalent.

g) Leverage effectively Financial Industry Message Scheme such as ISO 20022 or higher

h) Dynamically monitor the real-time status of every payment transaction to deliver

customer service.

i) Streamline payments processing time and also predict and resolve potential transaction

problems before they occur

5.1.21.4 Computer Based Training

Bank is already in the process of the implementing Computer Based Training tool. Bidder needs to coordinate

with the CBT vendor and help in making the training material of end user training.

Bidder needs to extend full support in making the CBT vendor understand the content and right way of interlinking the material and screen short.

Bidder needs to provide all the screen shots and SOP’s as required by the CBT vendor to develop the content.

5.1.21.5 Middleware

According to the new enhanced functionality of the Finacle 10x, middleware needs to be implemented in web

server layer.

a) Bidder has to size, commission the middleware as per the recommendation and sizing provided by OEM (Infosys)

b) It has to be fully redundant and does not have single point of failure. c) Bidder needs to ensure that bank should leverage the functionality of not logging out of sessions, if any of

the servers are down with the help of the middleware and at the same point of time it should not increase the load on the production database and compute infrastructure.

d) Bidder only needs to provide the sizing of the middleware and licenses and infrastructure, bank will procure the same and implement for the first time

e) Bidder needs to maintain, install re-install, configure and do all the necessary L1 and L2 support activities

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f) Bidder needs to factor middleware support direct from the OEM for all installation configuration and parametrization activities.

g) The proposed version of the Finacle 10.X should be certified by the Finacle OEM on the middleware make and version proposed by the bidder for this proposal.

h) Bidder needs to make sure that all the middleware implementation, parametrization, configuration needs to be done by the Middleware OEM.

i) Bidder needs to factor adequate number of OEM support during implementation phase of the middleware as well as during the upgrade period of the CBS version.

j) Bidder needs to make sure that during the CBS version upgrade GO-Live Middleware OEM onsite support is mandatory.

5.1.21.6 Network Attached Storage (NAS)

According to the new enhance functionality of the Finacle 10x a Network Attached Storage is required to

leverage the continuous session functionality even if any of the app or web server goes down. Bank is already

having Hitachi storage at DC and DR, bidder to provide an upgrade of the existing core banking storage Hitachi

VSP G1500 with a redundant controller NAS gateway at both primary and DR site. Bidder needs to provide the

sizing of the same with all applicable license which bank will procure and implement. Bidder need to keep

below parameters while sizing the solution.

1) NAS has to be sized according to the number of concurrent user mentioned in the projection tables at the end of 5 years

2) NAS will be used for locating all the user level file (download / upload, trace files, reports etc) in worst condition no file should take more than 2 ms time.

3) NAS has to connect with app server through 1 Gbps card 4) NAS has to be factor for both DC and DR location. 5) The max retention period for the user level files will be 15 days so bidder need to size the NAS

accordingly 6) Meta Data of NAS has to be store on SSD for better throughput

5.2 Phase – 2 CBS, Internet Banking, GBM Application and Related Hardware maintenance

5.2.1 Transitions of GBM, Internet Banking and Related Hardware maintenance

Bidder needs to complete the transition of GBM, Internet Banking and related hardware within 15(days) days

from the date CBS upgraded version go live and sign off by the bank. Transition involves one-time activities

required to take responsibility for the services, including applications and their customizations, infrastructure,

processes, assets, facilities, technology and other knowledge

The Bidder should ensure the smooth transfer of the services so as to continue to meet Banks’s business requirements in a way that there are no unplanned business interruptions. The Bidder will be responsible for planning, preparing and submitting a Transition Plan to bank. Bidder will fully cooperate and work with any and all Banks’ Third Party Contractors/Vendors/Consultants in a manner that will result in a seamless transfer of Services, and such transfer of Services shall be in accordance with the Transition Plan. During the Transition Period, Bidder will be responsible for implementation of the Governance Model with concurrence of the bank. Bidder will identify suitable personnel for the roles defined under the governance structure for implementation. Bidder will also be responsible for appointing its representative members to the newly established governance forums. Bidder will have the sole responsibility for implementation of their delivery organization structure. All preparation and planning for such implementation must be completed during the Transition Period.

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The Bidder should provide a detailed approach covering how and when it will implement the transition activities, describing how it will transition services from Banks’ current environment. The Bidder will include a project plan (“Transition Project Plan”) indicating the tasks, timeframes, resources, and responsibilities associated with the transition activities. Bidder has to develop a detailed transition plan and deliver the same, covering at least the following key areas:

Transition Schedules, Tasks and Activities

- Transition activities

- Operations and Support

- Maintenance

Resource Requirements

- Software Resources

- Hardware Resources

- Facilities

- Personnel

- Other Resources

Relationships to the Banks’ other Teams / Projects

Management Controls

Reporting Procedures

Risks and Contingencies- Key Risks, issues, dependencies and mitigation plans.

Transition Team Information

- Transition Impact Statement

- Review Process

- Configuration Control

Plan Approval

Describe tools, methodologies and capabilities of the teams deployed for transition.

Bidders are required to ensure that their framework for transition of proposed services from Banks’ IT

team/current SI should include the following phases and other allied activities

Service Requirement Description

Initiation Kick off the transition based on the agreed transition plan

Planning This phase takes care of all the planning activities required for successful transition of services

Execution Execute the transition of services while ensuring near zero risk and no disruption to business

Closure Create all the transition documents and submit to the client for review and sign off and start off with Scope of the RFP.

As part of Transition activities, the Bidder needs to ensure the following –

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Complete hands-on Knowledge Transfer for all relevant Banks’ applications, including but not limited to the following –

- Application & Integration Architecture

- Application set-up, installation, upgrades

- Environment details, including Prod and Non-Prod

- Configurations

- Customizations (completed, in-progress, planned)

- Change Requests (completed, in-progress, planned)

- Debugging and fixing approach

- Batch processing programs, configurations and environment details

- Interfaces (internal systems, external systems)

- Reports (batch, on-demand)

- Application management scripts (start / stop / status / monitor)

- Master / Configuration data used by respective application

- Take-over and validation of all source code required to maintain and support the applications (covering product customizations, interfaces, reports, etc.)

- All support activities including application details required to deliver the services

- Configuration Management with latest source code, sanity tested and synchronized in Development / Test environment

- Existing gaps / issues and proposed resolution / improvements and any other relevant aspect of each application

Complete hands-on Knowledge Transfer for all relevant Banks’ Infrastructure, including but not limited to the following –

- Infrastructure Architecture, including Server etc

- Environment details

- Hardware components (Servers etc.)

- Software Licenses

- Patches and Upgrades required

- Track End of Support for all relevant Hardware and Software components and notify Bank in case of any renewals, AMC/ATS/ New procurement/ replacement required

- Service Delivery processes and SLAs (Incident Management, Availability Management, Capacity Planning, IT Security Management, Backup and Recovery, Database Management, Storage Management, E-mail and Collaboration Services, File and Directory Services, Tape Operations, Network Management)

- EMS tool configurations and reports

- IT Security policies and procedures

- End user support

- Change Requests (completed, in-progress, planned)

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- Existing gaps / issues and proposed resolution / improvements

- and any other relevant aspect for each infrastructure component

Complete hands-on Knowledge Transfer for all required Processes, Policies and Procedures at the Bank, including but not limited to the following –

- Management and Governance process

- Status reporting, Communication and Escalation process

- Service request procedures for Infrastructure requirements

- Regulatory aspects that impact IT operations

5.2.2 Upgrade of Oracle version from 11g to 12C (latest certified version)

As Finacle 10X version is proposed to be compatible with Oracle 12C version and bank is running on the Oracle

11g R2 so Finacle database needs to be upgraded to Oracle 12C. Finacle database includes

Production/UAT/MIS/NDR/DR/CSIS/NPA mock.

• Bidder has to study the existing database setup and formalize a version upgrade strategy which needs to be approved by the bank.

• Bidder will be responsible for installing Oracle 12C binary in all the database mentioned above. • Patch reconciliation needs to be done with oracle for 12C. • Upgrade version of the Finacle Core database in production/DR/UAT/ NPA Mock etc from 11g to 12C. • . Bidder will be responsible for closing all the issues/bugs identified by the external agency before

Oracle version GO-Live • Bidder is responsible to Perform Complete Sanity of the application, EOD / BOD batch jobs and

product/customization reports for timing and performance and if any issues reported, bidder need to resolve them before implementing in production.

• Bidder needs to quote the Oracle update activity cost as a separate line item in the BOM which bank will pay as and when bank will ask bidder to perform this activity.

• Bidder needs to first upgrade the Oracle 11g R2 to 11.0.4 as part of Pre migration activities and once the CBS version upgrade is done and stable then bidder needs to migration of Oracle version to 12C (Latest certified version)

5.2.3 DC – DR Drill

The scope of work mentioned is illustrative and not exhaustive. The bidder needs to comply with Bank's

requirements and any statutory or regulatory guidelines.

1. After Finacle 10.x GO LIVE bidder need to perform the first DC DR Drill in totality within one month in coordination will all other vendors of the bank.

2. Bidder need to perform minimum of 4 DC DR drill in each year during the contract period as per the desecration of the bank.

3. Bank has already implemented Automated Disaster Recovery solution (ADR) for major applications for performing DC DR Drill but during the activity bidder need to closely work with ADR support team and resolve all the issues during the activity.

4. Bidder needs to allocate adequate resources, do project management and work closely with the application owner for performing the DR Drills whenever planned by the Bank.

5. Any configuration level changes which can impact the DC DR drill need to be inform to ADR team before hand to avoid issues during the Drill.

6. During DC DR drill bidder need to allocate appropriate resources onsite to avoid any failure and delays which will be penalized appropriately as mentioned in the Section 9 Service Level of RFP

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7. Bidder need to perform project management and all reporting and pre and post environment preparation to avoid any failure in the drill.

8. Maintain and update Business Continuity plan Maintaining updated disaster recovery plan 9. Maintain and update disaster recovery plan 10. Ensure successful replication between production and DR 11. Notifying Bank promptly if a Disaster recovery scenario/condition arises 12. Assisting Bank in execution of DR plan in such scenario 13. Perform periodic recovery testing 14. Developing and executing test plans as per defined periodicity or as and when required 15. Documentation for Business continuity plan, Business continuity strategy plan

& Roles and responsibility matrix for DC and DR team 16. Coordinate with all the users involved in DR testing 17. Track and report DR test results. 18. Develop an action plan and time line to address DR testing results. 19. Implement DR action plans and provide ongoing status reporting until completion of all action items. 20. Initiate the DR plan for Bank in the event of Bank declared DR situation as per Bank Disaster Recovery

policies and procedures. 21. Perform quarterly DR drills or DR drills based on bank's periodicity. 22. Coordinate with Bank and third parties during a DR situation as per Bank Disaster Recovery policies and

procedures. 23. Bank can also do an unplanned DR Drill which bidder needs to support and design the system

accordingly.

5.2.4 Facilities Management (including AMC, ATS, Service Desk and other support services)

The Bidder will be the Single Point of Contact and responsible for Facilities Management Services, AMC

and ATS for all components, hardware, software, etc., and the setup which the Bidder will be taking over

as part of Transition activity. While bidding for providing Facilities Management Services, the products and

solutions proposed by the Bidder by way of this RFP should come with warranty as mentioned in the RFP.

Bidder needs to quote for AMC and ATS for all in-scope applications and hardware in Annexure 13 from

the date of expiry as mentioned in Annexure 22.

The Bank intends that the contract which is contemplated herein with the Bidder shall be for a period of Seven years (7 years) from the completion of upgrade period, and shall cover all Deliverables and Services required to be procured or provided by the Bidder during such period of contract.

The Bidder shall consider and envisage all services that will be required in the maintenance of the system.

Application maintenance would include installation, re-installation, troubleshooting, performance tuning, performance monitoring, applications of patches, bug fixing, improvements in presentation and / or functionality and others within a duration mentioned in Service Level Agreement for the extended period. The AMS (Application Management Services) team should provide support to all applications & modules referred in the RFP.

The support coverage would be for all the application / Solution / Hardware supplied, commission / taken over by Bidder through this RFP. Support coverage will also include end to end support for all the existing customizations / interfaces already developed / running in the respective applications & modules.

Bidder is expected to staff the helpdesk with agents for achieving the service levels required. The Bank will provide the necessary seating space, in its premises furnishing, electrical connections, telephones with STD facility, PCs etc. for the same.

The helpdesk should act as a Single Point of Contact for all internal users whether for service requests, incidents or problems for all the applications / solutions / hardware provided / taken over / supported by the Bidder by way of this RFP.

The personnel being deployed by the Bidder for critical, key activities of Facilities Management Services at

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the Bank should be employees of the Bidder’s firm. For L1 activities, the Bidder may propose third party vendors. In either case, the Bidder is completely responsible and should duly meet the SLA requirements of the Bank as stated in the RFP.

Bidder should deploy competent resources for the team to provide necessary maintenance and support as per the requirement of the Bank. Bidder has to deploy adequate resources to ensure that the systems are up and customer service is not impacted. To ensure that the SLAs are met, the Bidder if required will need to deploy additional resources during the contract period including implementation schedule without any additional cost to the Bank. The Bank has a right to interview and reject resources deployed by the Bidder.

L1 and L2 team should be available on-site as per Annexure 11 and would resolve day-to-day production issues reported in all in scope applications / hardware by debugging and analyzing the same.

Upon intimation of the issue from the Banks’ Team, the AMS / L2 Support Team would analyze the issue and provide the necessary solution /Patch within the SLA. The issue would be categorized as a bug, enhancement, understanding issue, setup related or data related issues.

Bidder's support team would liaise with the ATS / AMC team of OEM Vendor to report product related bugs and obtain fixes (if applicable) for the same.

If the issue is a bug and would require a fix, restoration would be provided by the support team.

If the issues are because of the incorrect understanding, the issue would be closed with appropriate explanation in consultation with the Bank.

If the issues require changes in the product setup or data, the Bidder's team would suggest the required changes to the parameters / data to be made, after discussing the same with Banks’ team and taking an approval Bidder needs to make the changes in the data through DML statement however if the changes required in the front end that Bidder need to provide the SOP to bank for doing the changes.

As per the current setup all the AMC and ATS of software and hardware is maintained through the current system Integrator. The contract of the current system Integrator will be end on 31st March 2021, bidder needs to factor the cost of existing software and hardware after 31st March 2021. Bidder needs to factor the AMC and ATS cost of the software and hardware provided through this RFP as per the contract period.

Bidder needs to note that the products and solutions proposed by the Bidder by way of this RFP should come with warranty of 3 Years for Hardware and 1 Year for Software. Thereafter, the Bidder should provide AMC/ATS for these products and solutions.

All the AMC and ATS will start once the solution go live and sign off by the bank.

5.2.4.1 L1 Service Desk

Level 1 (L1) Service desk would need to be setup at the Banks’ premises on all working days of the Bank

between 6 am till End of Day of the last branch and system

Bank’s end user will call the Bank’s CBS Team and Bank’s CBS Team will route the call to Bidder L1 Service

Desk service desk. Bidder L1 service Desk will provide all kind of support, information and non-functional

information, ticket routing to Bank’s CBS Team.

The Bidders should include the complete cost of the L1 helpdesk for the entire contract period as part of the

Commercial bid.

The support staff in the L1 helpdesk must have a minimum relevant experience of two years each in Finacle

CBS . The Bank reserves its right to replace the L1 staff, in stages or in full, over a period of time with that of if

own team or another appoint Provider, in which case bank will discontinue payments in respect of the

replaced staff.

The Bank reserves the right to increase or decrease the number of seats at L1 helpdesk depending on its

requirements at the Bank. The Bank also reserves the right to change the locations of helpdesks at its

discretion. The Bidder is expected to quote a per seat rate, which shall be used in case the Bank orders for

lesser or more number of seats at the L1 helpdesk. The Bidder should also note that the setup at the L1

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helpdesk must provide for 1 supervisor to monitor the Helpdesk activities. The Bank expects the Bidder to

provide for L1 support for all activities and services that are part of scope. Bidder shall at minimum deploy the

resources as per the minimum deployment level specified in the annexure 11. Bidder should independently

arrive at the sizing and deployment plan to meet the RFP requirements (as per scope of work and SLAs),

adhering to the minimum deployment level. Bidder shall deploy resources at no extra cost if the proposed

deployment does not meet the RFP requirements and SLAs.

The key activities that the SI is expected to perform as part of Level 1 Helpdesk Support are:

1) Assessment in case of specific rights assignment 2) Provision for assigning user rights only for certain fixed period 3) Periodic user right monitoring (at known frequency) must be specified and implemented. 4) Categorization of requests into functional clarification, bug or change request and route the ticket to

the right team. 5) Functional clarification to be provided by Level 1 support itself. 6) Bugs & change requests to be logged and reported for further processing 7) Provide telephonic and / or electronic mechanisms for problem reporting requests as well as for

service and status updates. 8) Escalate/assign unresolved issues to L2 helpdesk 9) L1 support team will be responsible for first level of trouble shooting for all the applications,

hardware / infrastructure components, links etc. taken over / supported by the Bidder or provisioned by the Bidder through this RFP.

10) L1 support team needs to assign unresolved calls to L2 support team and follow up for resolution. 11) L1 team also has the responsibility to provide the solution to end users after taking the same from L2

team and close the call with appropriate comments. 12) Bidder has to leverage the functionality of EMS tool and provide the system uptime / down time/ Call

response time / No of call attended report every month. 13) Bidder has to maintain SLA defined in Section 10 for L1 helpdesk. 14) Bidder needs to provide a menu driven start / stop of application services, which the L1 team will use

for refreshing the services as and when required and monitoring their status. All the necessary documentation and training needs to be provided by the Bidder to the L1 team for handling the required support activities

5.2.4.2 Level 2 (L2) Service desk

Level 2 (L2) Service desk would need to be setup at the Banks’ premises covering 9 am till beginning of next

day on all Working days of the week (for both Banks).

The Bidders should include the complete cost of the L2 helpdesk for the entire contract period as part of the Commercial bid. The support staff in the L2 helpdesk must have a minimum relevant experience of five years each. Bidder shall at a minimum deploy the resources as per the minimum deployment level. Bidder should independently arrive at the sizing and deployment plan to meet the RFP requirements (as per scope of work and SLAs) adhering the minimum deployment level. Bidder shall deploy resources at no extra cost if the proposed deployment does not meet the RFP requirements and SLAs. As part of L2 support, Bidder needs to perform the below activities:

Provide continuous onsite support for the all applications being implemented / taken over / supported /

procured through the Bidder

Performing and troubleshooting End of Day, End of Month, End of Quarter and End of Year activities

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Resolve calls within stipulated timeframe as defined in the Service Level Agreement

L2 team has to support all the interfaces (NEFT, RTGS etc. mentioned in Annexure 21) with Core Banking

Solution and needs to do trouble shooting, customization etc. at CBS end for smooth functioning of day to

day operation of the Bank.

Bidder L2 team need to support all the hardware and software which will be handed over / upgraded as

part of this RFP.

L2 team needs to support the customization and troubleshooting of all in scope applications and their

interfaces.

Provide on-site trained personnel in each L2 shift, having adequate exposure and background on the

solutions for problem handling and resolution

Coordinate with the L3 teams for resolution and provide necessary information as may be required by the

team to resolve the issues

Bidder has to maintain SLAs defined in Section 9 for L2 helpdesk

Bidder has to leverage functionality of the EMS tool to provide call response time of L2 team

Escalate the unresolved calls as per escalation matrix

Provide timeframes for providing a solution of resolution of the escalated calls

Prepare Root Cause Analysis document with the root cause and resolutions provided for major issues such

as:

o Problems which have resulted in complete service disruptions or downtime

o Critical production issues such as incorrect interest application in majority of the accounts, frauds done

using the system, inconstant accounting or system behavior

o Delayed response times

o Data / table corruptions

o System Performance issues (high utilization levels)

o Decide on preventive maintenance schedule with the Bank

Liaise with the L1 support personnel for the call information and resolution

All other activities as would be required by the Bidder to manage and maintain the solutions

Application database and middleware support need to be fully provided and adequate number of resources

need to be factored

Bidder needs to commission, decommission, install, uninstall and support the middleware from all aspects.

Support and maintain all interfaces to the Core Banking and other solutions as part of this RFP scope

including the middleware

Modifications to existing scripts, reports, MRT, JSP or any other scripts due to errors / technical faults.

Present to Bank management on the critical issues reported, resolved, solution provided and the suggested

recommendations or leading practices as and when asked by the Bank or on a monthly basis whichever is

earlier.

Perform performance tuning of the applications mentioned in the Scope of Work of this document

including database tuning. The Bank expects the Bidder to provide advice and points to be considered to

the SI for performing any hardware/OS tuning required as part of the performance tuning.

Perform application audit on a half yearly basis

Rectify any corruption in the software

Ensure patch releases are ported to the production environment without causing business disruption or

business losses

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Perform calendar quarter BCP/DR drill of all in scope applications.

Perform application replication across the Data Centre and Disaster Recovery Center as per required

Service Levels.

Provide application & infrastructure support from the Banks Data Center as mentioned above for the Data

center, Disaster Recovery Center.

The Bidder is expected to act upon the tickets routed from Level 1. The SI has to be proficient and ensure

professional personnel are placed to handle the L2 support and resolutions are provided on a proactive

basis

L2 agents are expected to address issues/queries related to the business applications (viz. Core and all third

party applications). L2 agents will need to assess the cause of the issues and accordingly resolve the same

within the timelines mentioned in the SLA. The agents would also need to track problems from initial call to

restore to service.

Bidder has to do customizations and trouble shooting and take end to end responsibility for each of the in-

scope applications.

The Bank reserves the right to increase or decrease the number of seats at L2 helpdesk depending on its

requirements at the Bank. The Bank also reserves the right to change the locations of helpdesks at its

discretion. The Bidder is expected to quote a per seat rate, which shall be used in case the Bank orders for

lesser or more number of seats at the L2 helpdesk. The Bidder should also note that the setup at the L2

helpdesk must provide for 1 supervisor and/or 1 support personnel from the Bank. The Bank expects the

Bidder to provide for L2 support for all activities and services that are part of scope

5.2.4.3 Level 3 (L3) Service desk

Level 3 (L3) Service Desk would need to be provided from the respective OEM premises or Bank’s Premises if

required. This shall be considered under the 24*7 operations support window for the tenure of the Contract.

The following activities are in the scope of L3 support:

Resolve calls within stipulated timeframes as defined under the service level agreements

Communicate the status of the call to the Bank and accordingly update the status, resolution and date of

resolution in the appropriate tool

Prepare a Root Cause Analysis document for issues referred to L3 support and provide to the Bank along

with the resolution

Liaise with the L2 support personnel for the call information and resolution

All other activities as would be required by the Bidder to manage and maintain the solutions

Provide version upgrades

Perform Version Migration - The services specified herein are not exhaustive and only indicative:

o Perform version migration as per the version release plan of OEM and agreed by the Bank

o Version upgrades and migrations should also include porting of existing customizations

o Provide training to the Banks core functional and technical team members on the new version

functionalities and technical aspects as and when version upgrades and migrations are performed

o For any version migration to be performed the Bank and the Bidder will mutually draw up an

implementation plan and schedule for the same

5.2.4.4 Application management including day–end, day-begin, month-end, year–end, periodic and daily backups

1 The Bidder shall provide a detailed methodology for providing each of the above service at each of the

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locations, respectively. The Bidder should also provide the people deployment plan.

2. Bidder has to start L1 support after the completion of upgrade period. As of now L1 team is having 500 call flow and 100 inward mail flow on daily basis. 3. System, component & network bandwidth maintenance - Bank wide WAN Bandwidth upgrade is out of scope of the Bidder. However as part the Bidder's solution any equipment supplied would be in scope for carrying out the Facilities Management activities. 4. Third Party Support: For all the IT infrastructure and applications, which are taken handed over by the Bidder, Bidder needs to liaise with the original Vendor and ensure prompt servicing. The services should include

Interface with the applicable ‘Third Party Vendor’ on behalf of the Bank. This may involve working with the ‘Third Party Vendor’ to issue defect correction information, a restriction, or a bypass

Defect correction information, a restriction, or a bypass shall be issued by the responsible party involved. The Bidder is required to take the lead to ensure the completion of the required activities.

Bidder shall facilitate resolution of End User Software problems including, for warranted or supported Software, contacting the ‘Third Party Vendor’ for resolution assistance or, if available, to obtain the "fix" from the ‘Third Party’

5.2.4.5 Hardware Management (Servers, Middleware, etc.)

1 As a part of FM, the Bidder shall provide services relating to maintenance and support to server hardware

and other infrastructure supplied for the entire contract period.

2 The Bidder shall provide for maintenance of Hardware, including preventive Hardware support, as well as repair and / or replacement activity after a problem has occurred, Firmware upgrade, Warranty service management, including coordination and Vendor management.

3 The Bidder shall provide a single-point-of-contact to End Users for the resolution of Hardware related problems or to request an equipment upgrade or consultation.

4 If the Hardware supplied by the Bidder is to be replaced permanently the Bidder shall replace the equipment of same Make/ Model/configuration or of higher configuration. However, the Bank may accept different make/model/ configuration at its discretion if the original make/model/ configurations are not available in the market due to obsolescence or technological up gradation, stoppage of the production of the same make/model/ configuration by the MANUFACTURER or cessation / winding up of the Company. The price benefit if any gained in the process by the Bidder, is agreed by the Bidder to be passed on to the Bank.

5 Bidder shall provide Hardware maintenance services including preventive maintenance (e.g., running standard diagnostics, machine cleaning, checking cables and ports), corrective maintenance to remedy a problem, and scheduled maintenance required to maintain the Hardware in accordance with manufacturers' specifications and warranties.

6 Bidder shall co-ordinate warranty repair or replacement service for the Hardware and process warranty claims, as applicable.

7 The Bidder agrees that if the equipment are required to be taken outside the Bank premises the cost of transportation and other related costs will be borne by the Bidder.

8 Bidder shall request the dispatch of the appropriate Vendor maintenance provider for Hardware maintained under a third party agreement.

9 Bidder shall co-ordinate and schedule maintenance activities with the End User and appropriate support functions of the Bank

10 Bidder shall provide recovery procedures to maintenance personnel of the Bank. 11 Bidder shall maintain accurate documentation on the current location and status of Hardware in the

process of being repaired. 12 Bidder shall provide maintenance data, as reasonably requested by the Bank, to support replacement /

refresh scheduling.

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13 Bidder shall provide an interface to problem management process of the Bank. 14 Bidder shall provide support and assistance, as required, to isolate complex operational and software

problems. 15 Bidder shall update, or provide the information required for the Bank to update the asset management

system with the Bank. 16 Bidder shall track and report observed Mean Time between Failures (MTBF) for Hardware. 17 Bidder shall backup, remove, protect, and to restore programs, data and removable storage media in a

machine prior to presenting the machine for service. 18 The Bidder shall provide all maintenance services in accordance Service Level agreement mentioned in RFP. 19 The Bank will not be liable to pay any additional amounts in respect of any sort of maintenance required

during the tenure of the contract. 20 Server Planning:

Configuration Management

Performance Management

Capacity Management

5.2.4.5.1 Server Management

Managing the incident through service restoration

Validating severity classification of the problem

Determining the scope of the problem

Facilitating the Service Recovery Team meeting

Escalating the issue as required

Conducting Root Cause Analysis

Preparing restoration plans

Monitor hardware and software during in-scope service hours

Administer and/or execute Service Management processes and procedures

Perform basic problem determination on systems and components managed by Bidder which include:

Hardware problems

System software problems

Evaluate planned changes to the server environment and advise requirements to support such changes

Provide server configuration reports and configuration details to the Bank as requested

Implement configuration management processes and procedures

Maintain an audit trail of server configuration changes as resulting from release and change control processes.

The required software agents are to be installed, configured and monitored.

Provide guidance to the bank and industry best practice for the optimal configuration of the operating system environment

Produce and maintain installation and configuration diagrams of all installations

Actively manage and report on the availability of all servers.

Perform server periodic checks, monitoring and performance tuning.

Communicate any service issues or implementation concerns with the bank and appropriate support personnel and/or vendors.

Monitor hardware and system software status, process status, and take necessary action based on detected problems or issues as provided in this schedule.

Provide problem escalation and interact as necessary with third party suppliers.

Provide monitoring and troubleshooting for the server environment

Provide timely notification and escalation to on site personnel if any hardware and software conditions exist that must be resolved on site to meet the service levels provided in this schedule.

Bidders will ensure appropriate resources are on site to ensure service levels are achieved if recovery or

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corrective actions are required.

Propose tools for operations such as monitoring, deployment and configuration etc.

Ensure server access is secure and authorized.

Management of logical access to the server environment in accordance with the bank’s policy (including administrator \ root access)

Assist the bank with application support requiring operating system changes or access

Evaluate the impact of new operating system upgrades or releases on existing applications and performance.

Install patches as and when these become available, per vendor instructions for security exposures and Operating System bug fixes deemed critical by the vendor.

Monitor status of system processes

Monitor and respond to system alerts and events

Monitor and respond to hardware alerts and events

Monitor and maintain system error logs

Performing required batch setup activities (ad hoc requests)

Monitoring and responding to application alerts

Monitoring and responding to application file system space issues

Manage non-root application file systems

Modifying file system sizes

Shifting of servers within the premises and reinstallation and configurations including cabling and asset labelling

Configure the disk storage arrays

Execute backup and recovery procedures

Retrieve archived tapes and restore required files and data sets

Performing mock system failure and then data restoration drills on periodic basis

Ensure the configuration of operating systems is in line with standards and policies as defined by the bank

Document and track all configuration management problems using the site change management process.

Co-ordinate all changes through the site’s change management process.

Configuration management for operating system release levels, patches and status.

Perform routine system operation functions and system console operations actions such as power on/off, system reboots, and start/stop/reset.

Apply preventive and corrective maintenance to all system level software (operating system and other non- application software).

Install and upgrade all system level software (the operating system and other non-application software).

Escalate hardware related malfunctions to the hardware supplier for resolution as provided in the vendor maintenance contract

Inventory information about hardware shipping and receiving, raised floor space requirements, equipment placement, cabling, fibre, connectivity details, power and earthing requirements

Servers/Storage hardware maintenance and support is based on various maintenance levels.

Alert the bank about hardware changes that may impact application execution in support of the bank’s application testing.

Design back-out processes to return to the former hardware configuration if unforeseen problems occur during installation.

Co-ordinate the scheduling and installation of supplier- recommended preventative maintenance and other hardware specific changes.

Schedule down time as and when required to perform required hardware preventative maintenance, installation and testing.

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Design, build, schedule, and implement a hardware refresh template.

Configure operating systems at the setup of each server, to establish super user privileges and access rules and establishing other standard guidelines, based on the agreed security policy of the bank

Establish the process and procedures for requesting logon IDs and OS system level access

Create, modify, and delete system logon IDs using the Change Control Procedure

Monitor and maintain accounts and IDs and their designated privileges or access to make certain only active, authorized IDs have access, based on the agreed security policy.

Remove inactive or suspended IDs after a specified amount of time, based on consultation with security administration and the bank’s using the Change Control Procedure

Adjust and maintain operating system and security software parameters for password expiration, available in the specific operating system environment to meet the agreed security policy requirements

Provide processes and procedures to maintain operating system data protection options.

Perform bi-annual re-verification of data owners, authorized submitters and logon IDs, existing level of privileges, based on input from the bank and system security configuration.

Work with the bank’s application support personnel as reasonably required for the Quarterly reviews and maintenance of inactive user id’s

o Compile a list of defined user id’s on the Operating System, and provide list to the bank o Perform reviews of system, monitoring and database administration user id definitions. o Bidders will apply the necessary changes as per the outcome of the review.

Hardening of servers as per bank's policy

Anti-virus scan and anti-virus update on the servers

Bidders will delete the bank’s application user id definitions, once such a request has been forwarded by the bank.

Bidder to update virus related signature files on servers to manage the removal of malicious code.

Support and ensure that the timely installation of updated signature files and anti-virus software patches on all servers within the managed environment occurs.

Coordinate with Bank’s SOC Vendor for receiving the most up-to-date information on malicious code outbreaks and the appropriate software signature files to protect against malicious code.

Obtain and release signature files for testing and application into a client dedicated environment.

Signature file and patch updates to be made available and installed utilizing the bank’s change control process.

Testing of signature files are to be performed prior to deployment.

Perform pre-production scans to identify potential security risks on a server prior to entering the production environment.

Review the results of vulnerability scans and determine corrective actions based on the results of the scans

Review the results of penetration testing and determine corrective actions based on the results of the scans.

Review government and supplier bulletins and various other sources to identify emerging threats or vulnerabilities to the bank’s hosts.

Maintain the risk evaluation process of vulnerabilities in which mitigation plans are determined, in accordance with the agreed security policy.

Maintain a vulnerability correction process to correct vulnerabilities detected through scanning of servers.

Maintain a vulnerability correction process as new vulnerabilities are identified.

Correct known vulnerabilities detected within the scope of the Bidder’s responsibility, using the appropriate correction and change management processes

The agreed security policy is to form the basis of security level.

Maintain processes to provide consistent configuration of parameters for logging devices and ongoing maintenance of those parameters.

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Make certain of adequate retention of security event logs, based on the agreed security policy.

Configure the parameters of the administrative tools for all system hosts, in accordance with the agreed security policy.

Will provide event logging to the extent that tools, resources, and storage are available on client owned environments

Ensure sufficient storage capacity available to retain logs

Provide a listing of resource access rules for re-verification purposes

Perform quarterly review all user ID's and forward list of ID's not used for the last 6 months to the bank for permission to delete these ID's.

Process security data identifying logged or audited access to a resource.

Process security data identifying attempted access to a protected resource.

Process security data identifying password violation attempts.

Process security data identifying usage of emergency ID’s.

Monitor and maintain ID’s and their designated privileges or access to make certain that only active, authorized ID’s have access.

Adjust and maintain operating system and security software parameters, consisting of password expiration, available in the specific operating system.

Provide performance management functions and establish performance monitoring thresholds for major processes.

Proactively identify performance problems and improvements

Provide capacity planning processes, for short term and long term planning, forecasting resource requirements, and analyzing and reporting resource trends.

Monitor server utilization, CPU usage and I/O activity, produce capacity projection reports and develop plans for improvements.

Review server capacity and advice where future additional capacity may be required or archiving policies need reviewing or implementing.

Use standard operating system utilities and/or other third party tools where appropriate, to project the effects of new changes and workload changes or when large configuration changes are performed in the environment on request of the bank.

Perform operating system software tuning \ optimization as required to maintain day-to-day operations

Provide, install and maintain performance monitoring software.

Maintain system parameters to manage subsystem performance and workload throughput.

Implement changes as necessary to optimize the effectiveness and efficiency of the server platform.

Analyze system resource and storage utilization.

Perform capacity trend analysis.

Perform capacity modelling.

Capture capacity usage for the last 12 months.

Provide forecasting based on historic trends and planned bank’s initiatives.

Provide assistance with batch scheduling issues and problems using the problem management process.

Process job dependency information for batch job cycles as defined by the application support staff.

Maintain specific batch cycles utilizing the standard operating system CRON scheduler throughout the operational support coverage hours as necessary to meet defined service levels.

Provide appropriate system resources, tools and procedures to support the processing of user initiated batch jobs.

Agree with the bank’s prioritization for scheduled, ad hoc and system jobs.

Provide the necessary operational resources to support bank-submitted or bank-scheduled batch processing.

Maintain tools and facilities for bank to perform batch scheduling and batch monitoring activities.

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Log problem records if scheduled and automated batch jobs fail.

Consult with the bank should job priorities require a change due to system constraints.

Perform problem diagnosis and purging of jobs on Operating System as necessary.

Monitor automation tools and functionality.

Maintain and execute system startup/shutdown processes.

Monitor, identify, and implement automation techniques to remove manual interventions for ongoing monitoring and operation activities.

Perform maintenance and support for automation tools and products

Problem determination and isolation for automated operational processes.

Maintain and update documented hardware, facility, operating system, database and related system software recovery plans as necessary.

Perform quarterly tests of the recovery plans to verify the effectiveness there-off in supporting the day-to-day banks operations.

Provide the required personnel resources to perform recovery plan drills or actual recovery plan execution at the time of disaster.

Provide requisite mirroring and redundancy across the DC & DR facilities to ensure adequate failover for the server environments.

Cluster configuration including the integration of startup/shutdown scripts

Configuration of shared storage

Provision of documentation on implemented high availability solution

Installation, maintenance and monitoring of clustering

Conduct Cluster tests as a part of DR drills

5.2.4.5.2 System Administration

1 Client account maintenance - Creating users, groups, creating user accounts, deleting user accounts,

modifying user accounts, etc. on the system;

2 File/system/application access management - Maintaining file and directory permissions on OS and

application access management like creating user accounts at application level, assigning application

access, setting application passwords, user lockout, etc.;

3 Security monitoring and investigation - Assess risks on a particular system [OS environment and user

needs], monitor network security, monitor denial of service attacks, bad bugs programmed threats, track

logins, logouts, command runs;

4 Performance optimization and reporting - Process and Memory Management, monitoring CPU

performance, monitoring Memory performance, monitoring Input / Output performance, monitoring

Ethernet traffic, etc.;

5 Error detection and correction;

6 Troubleshooting and client support

7 Bidder need to size the L1 and L2 resources to maintain the system as per the SLA and scope of work

mentioned in the RFP.

5.2.4.5.3 Software License Management

1 Perform an inventory of software licenses in place as of a particular date

2 Develop and maintain a software license inventory database to include the licenses existing as of the Start

Date and for software:

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3 Procured through the Bidder, or

4 Procured by the Bank with notification to the Bidder for inclusion in such database

5 Maintain data regarding entitlement for software upgrades, enhancements, refreshes, replacements, and

maintenance

6 Provide access to server resources to authorized End Users only

5.2.4.5.4 Updates/Upgrades/New releases/New versions/Patch Management 1. The OEM may from time to time release Updates/ Upgrades/New releases/New versions and notify the

Bank about the same. The Bidder agrees that all such Updates/Upgrades/ new releases/New versions, as and when released during the term of warranty or AMC will be implemented without any additional cost to the bank.

2. Bidders have to note that Support for IPv6 is required as recommended by RBI Guidelines. This is applicable for the entire Solution proposed by the Bidder as part of the RFP. Also the Bidders should ensure that the Solution should be backward compatible to IPv4

5.2.4.5.5 Data space management

The Bidder shall:

1. Work with the Bank in defining data space management requirements of the Bank, which includes identifying:

Fragmented data on a disk, and

Inefficiently utilized disk space 2. Monitor disks at the Bank for fragmented data and periodically run a defragmentation process (that

rewrites all the files on a disk, consolidating all the free space into large contiguous space), as appropriate;

3. Periodically monitor disk space utilization at the Bank and take action to improve such utilization by (for example) deleting data that is no longer needed;

4. Install, configure, test and manage any tools that may be required for data space management, such as those for compressing/stacking data or re-blocking data; and

5. Before taking any data management actions, notify the affected End Users at the Bank

5.2.4.5.6 Database Administration

The Bidder agrees that all databases of the Bank will be administered as per applicable standards and

requirements. The service covers all the databases run on Bank servers at DC, DRC and NLS facilities

designated by the Bank including but not limited to:

Database Installation • Defining the physical database design (log files, rollback segments, table-spaces, database descriptors,

partitioned objects) • Installation of software and database creation [in consultation with the Bank's team] - Oracle/ SQL etc.

as per Bank's standard • Create definitions of logical data structures, tables, views, indexes, program specification blocks,

stored procedures & define their relationships • Hardening process document for fresh DB installation and perform hardening • Test and prepare database upgrades. • Implement database upgrades into the production, non- production and DR environments • Publish Plan of Action (PoA) to be verified and validated by bank's team before implementation

Database Performance Management

• Track & co-ordinate database related incidents/ problems till resolution

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• Conduct first level diagnosis for reported Incidents & perform resolution • Analysis of incident/ problem trends • Co-ordination & escalation to Database vendors (L3) (Logging ticket at Vendor side as well internal

tracking through service desk), follow-up till resolution • Maintaining & monitoring the health & performance of databases (Primary and standby) • Monitor & analyze alerts & logs including

trace files (including data block corruptions, Enqueue resources, internal errors & I/ O read-write failures)

database changes background job status operating system logs space management

• Monitoring the table space utilization, file system usage and all other events of O.S which may deter the performance of the database( primary as well as DR)

• Analyzing/Troubleshooting Database Performance • Collection of statistics for databases • Optimizing database performance, Performance tuning • Monitor physical DBMS for performance & capacity requirements • Monitoring of databases • Monitoring of transaction logs • Provide recommendations on DBMS design • Monitor the backup & report on backup logs • DDL, export & import related activities • Preparing monthly database related reports • Provide databases for MIS purpose on daily, monthly and on need basis • Periodic optimization of application databases through compression facilities and database tuning. • Provide reports on database currency and propose upgrade recommendations • The bidder is required to install & implement database diagnostics & fine-tuning packs based on

bank’s requirements.

Database Capacity Management

Estimate & recommend database requirements based on received data from Database Performance team and Business projections (Annual/ As and when required)

Perform Database Space analysis

Alignment to purging policy

Review archive logs requirements

Customizations required at DB level

Review and planning for 6 months Database Monitoring and Administration

Setting data storage parameters for storage associated with the physical elements of the database

Handling password issues

Configuration of Databases

Creating a new database instance

Testing & implementation of patches

Testing & implementation of upgrades

Managing, applying & verifying Database program patches

Database Scripting

Review, recommend and test patches.

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Coordinate all changes through the agreed upon change management process

Start-up and shutdown of databases

Daily activities such as end of day, end of month, end of year/quarter etc.

Daily / Weekly / Monthly backup of databases

Database recovery

Weekly database recovery checks

Required logs maintenance as per Standards of the Bank

Disaster recovery as per Standards of the Bank

Database problem resolution

Recreation of Indexes

Perform pre-batch activities-Scheduling of resources-Scheduling batch services-Define, maintain and document a work schedule for running production system batch jobs, and possible started tasks-Install and document system related batch jobs in the automated job scheduling package-Manage the root cause analysis for scheduling problems- Develop and maintain standards for job acceptance and implementation. The bidder can either use scripts or propose a tool for batch automation

Remove applications from the application portfolio following decommissioning from projects or improvements.

Perform regular import and loading of data and ad-hoc data extractions.

Responsible for maintaining DB inventory

Maintaining and performance tuning of UAT databases

Migration of Databases (Release Upgrade)

Execution of all back-end changes across all applications as informed by application owner

Manage database transaction (SQL)/ archive (Oracle) logs

Administration/ management of archival databases (Purge from production and move to archive database)

Resolving corruption (both Physical & Logical) issues at primary & standby databases

Execute DBMS changes in support of major application or logical database design changes

Designing &Implementation of logical & physical backups

Flash back up on daily basis

Vendor coordination with OEMs for upgrades, patches, bug fixes, performance tuning etc.

Creation of a Standby database & setting up the DR

Using data guard for Oracle

Log shipping/Mirroring/Always On for SQL

Monitoring, management and implementation of High Availability (HA) viz. clustering/RAC etc.

Review of all databases

Switchover of databases (as and when required and as per the defined time window)

Refresh of Databases as per defined frequency or on demand

Day end, month end, quarter end, year-end End of Day & Begin of Day support

Resolution of audit points and VA/PT reports

Management of tools

Ad-hoc support for processes run by branch charges for average quarterly balance/ SB interest calculation

Apply application data fixes.

Install patches and upgrades to database software.

Installing database software as appropriate.

Perform application non production environment data refreshes.

Cloning of application data environments.

Monitor capacity and performance of databases.

Control of the database (adapting database profile parameters, expansion of tables and table

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spaces)

Technical reorganization of the database (defragmentation) also after archiving

Analysis of the DB tables & indexes - continual performance enhancement measures

Create new indexes, performs reorganizations as required per analysis

Creation, maintenance and execution of database related scripts such as start-up and shutdown processes

Creating and maintaining formal documentation of the database environment

(e.g. scripts, design, configuration, access rights)

Monitor availability of the databases as a subset of monitoring overall service availability.

Providing solution services for database design, configuration and maintenance

Assist with incident and problem management related activities relating to the database environment (e.g. integration, interface, performance, configuration issues as part of the overall support service) including interaction with third party suppliers where necessary.

Archive of application specific data as requested.

Implementation and monitoring of database security.

Loading software components- Kernel patches, Release changes.

Proactively apply security fixes

Documentation upkeep and records maintenance

Database Backup restore

Manage Database backup/ restore schedule, administration (RMAN Backup)/Scheduled Backups and others

Data Deletion & Purging/archival activity

Purging of tables based on availability of space on a regular frequency (Frequency to be decided)

Consolidating all database backups & Transaction log backups at a single file Server

Perform database backup, restore and recovery routines.

Compliance, review and updates to database standards documents. Access management

Implementing & managing security rules & access authority as per security policy ; Database Hardening

Implementation of database security by creating roles, privileges & profiles

Management of users in database and assigning of roles/privileges

Monitoring and management of logs for user access management of privileged users Database adhoc support

Provide access to DBA resource for ad hoc work requests and change orders Database Recovery Create & implement database recovery solutions in consultation with Bank's team Recovery of database at primary and standby as per case Restoration activities (from backup media) Database recovery using the physical & logical backups Support for DR Configuration Evaluating current backup, recovery, & data replication procedures & providing recommendations

for improving those procedures

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5.2.5 Escrow

The Bank and the Bidder shall agree to appoint an escrow agent to provide escrow mechanism for the

deposit of the source code for the Centralized Banking software product and all the 3rd party applications

maintained by the Vendor through this RFP in order to protect its interests in an eventual situation. In case

of a disagreement between the Bank and the Vendor regarding appointment of an escrow agent, the Bank

shall appoint an escrow agent in its entire discretion which shall be final and binding on the Vendor

The Bank and the Vendor shall enter into a tripartite escrow agreement with the designated escrow agent,

which will set out, inter alia, the events of the release of the source code and the obligations of the escrow

agent. Costs for the Escrow will be borne by the Vendor. As a part of the escrow arrangement, the final

selected Vendor is also expected to provide a detailed code documentation of CBS solution and all other

3rd party applications which have been duly reviewed by an external independent organization.

The Escrow arrangement suggested by the Vendor shall not be binding on the Bank. The Bank reserves the

right to explore alternate escrow mechanisms based on the Bank's existing practices. The Bank and the

Vendor may enter into such escrow arrangement that is mutually agreed upon by the two parties.

This agreement will be signed between four parties i.e. Bank, Bidder and Escrow agent

Escrow cost needs to be paid in the ratio of 50:50 where only 50 percentage of the quoted cost will be

borne by the bank and 50 percentage of the quoted cost will be borne by the Bidder

5.2.6 Application Performance Tuning

Bidder needs to factor the Finacle and Internet Banking Application Performance tuning after 4 months of

Go-live of CBS Version Upgrade.

Bidder needs to engage the Finacle CBS and Internet Banking OEM vendor services of doing the Application

Performance tuning

Bidder needs to performance the same activity again after 3 years of the CBS Version Go –Live.

OEM has to perform this activity onsite from the Bank’s premises

During this activity OEM needs to study the full end to end application parameters, response time,

configuration, landscape, all channels utilization, menu specific response time etc

OEM needs to understand the main critical pain areas from during stakeholders of the applications and

needs to submit the report directly to the bank which there observations, solutions and rectification steps.

Bidder with the help if the OEM needs to implementation the recommendation and solutions provided in

the report in discussion with bank.

OEM needs to complete the activity within 3 months and submit the report and bidder needs to implement

the solutions within 6 months from the date of submission of the report by the OEM.

5.2.7 Exit Plan Management

The scope of work mentioned is illustrative and not exhaustive. The bidder needs to comply with Bank's

requirements and any statutory or regulatory guidelines

Bidder shall provide the Termination/Expiration Assistance regardless of the reason for termination or expiration

Bidder shall comply/adhere to the Exit Plan

Bidder shall not make any changes to the Services under this Agreement and shall continue to provide all Services to comply with the Service Levels;

The bidder should perform a complete reverse transition of services to the bank’s selected new vendor or bank’s officials.

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Bidder shall within ninety (90) days of the Signing Date, deliver to Bank a plan specifying the Termination/Expiration Assistance including the functions and services of Bidder necessary to accomplish the transfer of the responsibility for the Services from Bidder to Bank or a Third Party, in the event of the expiry of the Term or the termination of this Agreement. The plan shall at the minimum, contain the Bidder’s detailed plan for Operational and Knowledge Transfer requirements and list of documentation

The Exit Plan shall be updated by the Bidder on an annual basis in accordance with Bank’s requirements, and delivered to Bank for its approval on or before the start of each Contract Year.

Knowledge Transfer and Handover of Services

Bidder shall provide for a -transfer of knowledge regarding the Services

Provide to Bank personnel or designated third party personnel training in the performance of the Services that are to be transferred.

Bidder shall train personnel designated by Bank and/or its designee(s) in the use of any processes or associated Equipment, Materials, Systems or tools used in connection with the provision of the Services as needed for such personnel to assume responsibility for performance of the Services;

Provide to Bank and/or its designee(s) information regarding the Services as necessary to implement the Exit Plan, and providing such information regarding Services as reasonably necessary for Bank or its designee to assume responsibility for continued performance of Services in an orderly manner so as to minimize disruption in the operations

Provide Bank or its designee a complete copy of the Bank’s IP in Bidder's possession or control and of the Bidder IP that Bank is licensed or otherwise authorized to use

Explain the change management process, problem management process, Policies and Procedures Manual, reports and other standards and procedures to Bank’s or its designee’s operations staff.

Provide technical documentation for Software used by Provider to provide the Services as needed for continuing performance of the Services.

identify, record and provide release levels for Software and updating such records of release levels prior to and during transition of the Services

provide assistance to Bank or its designee in notifying third-party vendors of procedures to be followed during the transition of Services

Ensure transfer of the Configuration Management Database (CMDB) that contains details of the data elements that are used in the provision and management of the Services. The CMDB must be in a form that can be migrated to a new environment that manages the Configuration Items

Bidder shall provide other technical and process assistance as requested by Bank and/or its designee(s).

The vendor will not be allowed to take any bank's IP or information

5.3 Future Landscape of the Bank

While designing the solution bidder needs to understand that bank is looking for below mentioned eco system

for future deployment. This is an indicative design

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5.4 Project Management Framework The bidder is required to provide project management & governance for the scope of the RFP throughout the

tenure of the contract

Project Management activities will be carried out by bidder with support from the Bank as required. The Project Management Office will address the overall allocation of work packages and direct co-ordination of activities and portfolio governance. The Bidder should follow an industry standard Project Management methodology which has been agreed with the Bank.

The Successful Bidder shall develop and implement a governance mechanism to institutionalize and effective

approach towards planning and organizing, acquiring and implementing, delivering and supporting and

monitoring service performance of the services deployed in bank to support its business requirements and

objectives

5.4.1 Principles of Governance

For managing the operations effectively and meeting the contractual requirements and SLAs, bank proposes to

set-up governance mechanism with following principles. The Bidder will assist bank by adhering to the below

principles:

1. Bringing focus and discipline in governance mechanism;

2. Setting clear policies and procedures;

3. Strengthening ethics and accountability;

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4. Continuous vigilance and adaptation;

5. Strong financial oversight;

6. Independent audits to bring more objectivity.

7. Strong quality checks

5.4.2 Indicative structure of governance set-up

The Successful Bidder is required to develop the framework and capacity for making and implementing

decisions required to manage and control IT Infrastructure and services monitoring and management within

the business. IT Governance scope shall encompass the structures, processes, responsibilities, decisions for

operation of IT Infrastructure and services monitoring and management. The Successful Bidder shall be

provided with bank’ existing Policies/procedures/SOPs etc. which can be used to develop governance and

Quality framework for IT services management in bank.

The Successful Bidder should propose an organization structure with regard to governance of the Contract.

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Above structure is indicative and bank require 2 exclusive project managers onsite to manage the project and

governance framework during implementation phase and 2 project managers during sustenance phase with

one quality Incharge during sustenance phase.

5.4.3 Governance Structure

S.no Governance Layer

Governance Participants Responsibilities Review Frequency Bank

1 Steering Committee

Executive Sponsor Executive Sponsor

1. Define strategic objectives 2. Ensure continual executive 3. Performance reporting 4. Issue resolution (Final escalation level)

Quarterly/ Semi Annually

2 Program Management

Head-IT (Infrastructure and Application)

Program Managers

1. Account Management 2. Monitor service delivery 3. Single point of contact for issue escalation 4. Issue resolution (Intermediate escalation)

Monthly

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3 Operations Management

Service Owners/ Operations Managers

Service Delivery Managers

1. Issue resolution and escalation 2. Manage people issues 3. Plan, track and review SLAs 4. Plan and track time lines

Ad-hoc

5.4.4 Performance management and reporting

The Successful Bidder shall be required to report on the services offered to bank on a periodic basis or as and

when required by bank. The Successful Bidder shall provide reports/ data that would include but not be limited

to:

1. Performance report with respect to all service levels;

2. Report of the ongoing and planned changes performed;

3. Any ad-hoc report that may be required by bank;

4. Periodic reports to governance committees

5. Quality adherence reports

These reports would compare the quality of service provided with the defined/target SLAs. The list of reporting, should at a minimum, include the reports mentioned in Section 9 Of RFP . During transition, reporting and review of performance metrics shall be carried at mutually agreed frequency (to be decided along with Service Provider). The template and any other reporting requirement shall be agreed on mutually. In addition, the Successful Bidder will provide assistance to bank for audit/compliance related requirements, including but not limited to:

• Providing sample data as required within the timeline; and • Coordinating with other sites for providing data samples.

A. Setup the project management office and framework comprising of:

• Project charter formulation

• Project risk analysis

• Assistance in project management and project delivery team identification and resourcing

• Change management procedures

• Project planning and detailing

• Project quality management procedures

• Employ a formal project methodology on all projects undertaken with the level of detail and control

scaled appropriately to the magnitude of the project effort and adhere to all project management

processes and procedures

B. Project Manage the following phases of the project :

• Current State assessment

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• Business parameterization

• Gap analysis and Customization

• User Acceptance testing

• Data migration, if any

• Go-live/ Rollout C. Closure of issues pending for resolution

D. Measure the progress made in the implementation of the project

E. Track customization and gaps

F. Monitor closure of gaps and customizations as per delivery schedules

G. Provide regular updates to the steering committee and board as required by the Bank

H. Participate in all technical and functional discussions relating to the projects

I. The bidder is required to project manage the Go-Live and provide executive reports.

J. Bidder need to provide escalation matrix for all projects at the time of Kick off meeting.

K. Architecture validation, review and reporting for Core Banking- Infrastructure, proposed architecture validation, configuration, installation, review of deployment, visibility & detailed reporting.

L. Program Management assistance in the installation, implementation, configuration, testing and go-live for infrastructure & applications (CBS Upgrade, and Data Archival and Purging).

M. Program management of the quarterly DC – DR drill. As part of the exercise, a detailed pre drill report needs to be shared evaluating the Processes, dependencies, risks, contingencies, and dependencies. Post drill report capturing the events of the DC-DR drill including success/failure of instances, validation of the root cause analysis, evaluating resolutions including impact assessment, etc.

N. Execute Benchmarking of proposed the CBS environment based on the proposed application & infrastructure including sharing of report and observation and validation.

O. Project Status meeting, steering committee meeting etc. needs to be done with bank stakeholders and bidder on mutually agreed timelines

5.4.5 Quality Assurance (QA)

Scope related to Quality Assurance (QA) shall include:

• Developing and employing a quality assurance program, subject to bank approval, designed to promote performance of the scope of work with a high level of quality, focusing on measuring and improving reliability, speed, cost effectiveness, and customer satisfaction.

• Writing and maintaining procedures and measurements on all quality assurance activities associated with the work. Ensuring that the quality metrics and procedures employed are consistent with similar standards in bank’s peer group and/or in the provision of similar professional services.

• Ensuring compliance with a published quality assurance program, with adequate internal controls and verification activities.

• Conducting periodic quality audits of the work rendered. • Documenting audit findings and remediating non conformances within a stipulated time period.

Allowing bank to perform audits that will focus on the Successful Bidder’s adherence to its quality assurance procedures and standards; on the metrics gathered to support quality assurance activities; and on the Successful Bidder’s efforts to improve overall quality. The Successful Bidder will cooperate fully and assist bank with any such audits by the bank, its agents, RBI and any other statutory/regulatory bodies

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5.4.6 Geographical Scope

The successful Bidder shall provide dedicated experienced and qualified onsite support resources at the

DC/NLS/DR locations for managing the above operations. The Successful Bidder should ensure that the

resources deployed, at DC, DR and other in scope locations, shall meet the RFP requirements and SLAs. For

providing the services, Successful Bidder shall be allowed to access Bank’s infrastructure only through the Bank’s

network. Access from any office of the bidder or remote connectivity set-up outside the Bank’s network shall not

be permitted in any circumstances.

The location of different sites is as follows:

Site Name City State

Primary Data Center (DC) Mumbai Maharashtra

Disaster Recovery Site (DR) Delhi Delhi

Near Line Site (NLS) Mumbai Maharashtra

Head Office (HO) Gurgoan Haryana

CBS Cell, HO Delhi Delhi

Note: If bank shifts any of the sites mentioned above (PDC/DR/NLS/HO) to a new location, the successful bidder

shall provide respective services from the new location

5.5 Other important points to be noted by the bidder

1 The Upgrade / Migration of the core banking system should be done along with the new licensed modules

/ add-on applications at Bank’s Data Centre, Mumbai, and should be accessed and operated from the

Bank's offices /processing units / branches / CMOs/Clusters. As on date there are about 2382 plus

branches of the Bank

2 The Bidder shall provide the hardware sizing, duly certified / approved by the OEM Vendor of the Finacle CBS (Infosys), based on the projections provided by the Bank to ensure high reliability, availability, scalability, redundancy and performance of the solution and to meet the technical and functional requirements as per the terms of the RFP within the timeframe prescribed by the Bank. However bidder can change the sizing provided by the OEM with proper document and empirical data to justify the sizing proposed by the bidder.

3 Any gaps identified during Detail Requirement Gathering, functional requirements specifications study, system testing, user acceptance testing, business process re-engineering and migration should be included by the bidder as migration efforts. Bank will not pay the bidder any additional charges for all such customizations. Bidder shall take up all such amendments as required by the Bank on a priority basis and shall inform the Bank the timelines for completions.

4 Bidder has to submit LLD and HLD for each and every implementation (for all application and interface) and take an approval from bank before doing any architectural and interface changes.

5 The Bidder will be the single point of contact / reference to the Bank. The Bank will enter into agreement with the selected Bidder only. However, the Bidder must confirm to the Bank that they are willing to enter into back to back teaming agreement with OEM for risk mitigation in meeting the deliverables, implementation and other service commitments as per the RFP the Bidder makes to the Bank under the Contract to be entered into. The Bidders must share a copy of the back lining arrangement with OEM to bank,

6 The Bidder should carry out customization of business processes. Integration of various systems with Finacle 10.x CBS. Bank will only facilitate the interaction with respective vendors. However, end-to-end responsibility for integration will remain with the bidder only.

7 The Bank may require the Bidder to address additional requirements that are not either of the following:

o Bug fixes

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o Gaps found during base version testing o Gaps against the functionalities in existing system

8 The Bank will compensate the Bidder on the basis of a man-day rate provided by the Bidder that will remain fixed through the Contract period. Bidder has to share rate card which clearly specify the role wise rate of the resource.

9 The Bidder will have to carry out all the customization related work at the premises of the Bank or off-site in case the customization cannot be carried out at the Bank premises. The Bank will have to be a party to the Functional Requirements Specifications sign-off, UAT, UAT sign-off, Installation sign-off and Implementation sign-off. The Bidder will have to install and commission the software for customization and UAT as per Project Plan failing which the Bidder will have to be liable to pay the Bank the applicable penalty for delay (Liquidated damages). The Bidder will have to provide all tools, testing instruments, drivers, consumables, etc. required to install and customize and test the software free of any fees or charges or any expenses. The Bidder will have to document and submit to the Bank all the testing activities, procedures and results.

10 Successful bidder will be solely responsible for any delay in integration with Bank's business applications. Port application in production environment.

11 No OEM can directly bid for this tender and they has to come with SI only. One OEM can bid with multiple SI but one SI can bid only once.

12 The Bidder is required to ensure that the software provides interfaces to the other application systems at the Bank at no additional cost or fees or charges or expenses. The Bidder will have to provide the Bank weekly progress reports on the bugs/problems reported/points taken up with schedule of date of reporting, date of resolving, and status for all kind of bugs and problems whether reported by bank or Bidder staff.

13 Testing: To assist Bank's team in developing a comprehensive acceptance-testing plan for the different migration phases, including

a. "Functional tests" To demonstrate that the completed system performs the functions as is designed to perform

b. "Load tests" to demonstrate the ability of the system to perform without degradation when under maximum traffic load carrying conditions as defined in the manufacturer's specifications.

c. "Performance tests" to demonstrate satisfactory performance during a 30-day period. 14 The bidder / vendor shall conduct the tests, rectify any problems and provide a fully operational, turnkey

system. 15 Bidder needs to submit the team profile in the format specified in Annexure 23 16 To make a current system study and submit the detail system requirement specification document within a

period of 1 month from the placing of order. 17 Successful bidder has to provide implementation schedule (module-wise) for the new modules within

the timelines decided by the Bank. 18 To install, customize and implement the new modules in the system as per the requirement of the Bank in a

month’s time. 19 To provide and apply all upgrades and patches free of cost during the warranty / ATS / AMC period. Such

upgrades / patches should be applied immediately after release. 20 The Bidder has to provide all customization source codes and Documentation to the bank. The relevant IPR

related to customization will be with Bank. 21 Provide all statutory upgraded / Customizations during Contract period. 22 The Bidder will take not more than 2 weeks from date of Issuance of PO to develop and submit the detailed

Implementation strategy document to the Bank. 23 All the Java, Browser and other setting which is required to run finacle 10X and other proposed application

in any location of the bank has to be done and support by the bidder.

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24 All Facility Management engineers deployed other than L1 resources should be on the payroll of the bidder/OEM and should not deploy Franchise engineers. L1 resources can be on the payroll of the bidder/OEM/ consortium partner. Bidder should sign back to back agreement /MOU with the consortium partner, which will be valid for contract duration. This should be provided as part of the proposal.

25 Bidder has to take care of all the integration cost for all the application / Hardware/ software / ecosystem proposed in this RFP with all the interfaces of the bank in the Annexure 2 (Implementation Cost). Bank will not pay any extra cost for any integration with any of the bank application which is not part of this RFP.

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6. Project Timeline Timelines for CBS Upgrade

S.No. Activity Start Month End Month

1 Project Initiation , Detailed Project Plan Submission and sign off M0 M2

2 Core Team Training M1 M2

3 Current System Study , Gap Analysis ,Detailed Requirement Gathering

M1 M3

5 Implementation of Pre Migration steps in UAT (Single Byte to Multiple byte, Changes in Finacle 7X database, CIF, SSO, SVS)

M2 M3

6 Data Mapping Exercise, Data Migration Strategy Discussion and Approach

M2 M4

7 Hardware and application set-up (Test, Training, Production server setup and Finacle version 10.x installation)

M2 M3

8

Implementation of Pre Migration steps in Production M3 M3

9 Test / Trial Migration on the test server, minimum of 3(three) iterations as mentioned in RFP

M4 M16

10 Customization /Reports / Development: M5 M12

11 Application Testing M7 M15

12 End User Training M8 M13

13

ATM / SWIFT / Treasury and all other interfaces mentioned in Annexure 21

M8 M12

14 Benchmarking / Load Testing / Stress testing M12 M16

15 Go Live Readiness / migration and testing sign off (Application/ Customization/Interface/ Add on module) and MIS Establishment

M16 M17

16 Go Live, Knowledge Sharing to Bank's Help Desk team M18 M18

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Timelines for implementation of ESB and IPH

S.No. Activity Start Month End Month

1 Project Initiation , Detailed Project Plan Submission and sign off M0 M2

2 Core Team Training M1 M2

3 Current System Study , Gap Analysis ,Detailed Requirement Gathering

M1 M3

5 Data Mapping Exercise, Data Migration Strategy Discussion and Approach

M2 M3

6 Hardware and application set-up (Test, Training, Production server setup)

M2 M4

7 Testing M4 M6

8 Go – live M7 M8

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7. Evaluation Methodology

The evaluation will be a conducted in the following stages:

1. Technical Bid Evaluation (including eligibility evaluation)

2. Commercial Bid evaluation

The objective of evolving this evaluation methodology is to facilitate the selection of the most optimal

solution that appropriately meets the business requirements of the Bank. The bidders would be screened

based on t h e General Eligibility Criteria. Post qualification of a Bidder on these criteria, bid would be

evaluated on i t s technical soundness. All bids shall be evaluated by an Evaluation Committee set up for

this purpose by the Bank. The evaluation shall be on the basis of quality of the solution & services offered and

cost of the offered solution and services. Bidder’s qualifying the technical bid evaluation will be considered for

commercial evaluation.

The decision of the Bank would be final and binding on all the Bidders to this document. The Bank may

accept or reject an offer without assigning any reason what so ever.

Normalization of bids The Bank will go through a process of technical and commercial evaluation and normalization of the bids to the extent possible and feasible to ensure that bidders are more or less on the same technical ground. After the normalization process, if the Bank feels that any of the bids need to be normalized and that such normalization has a bearing on the commercial bid; the Bank may at its discretion ask all the technically shortlisted bidders to resubmit the updated technical and commercial bids once again for scrutiny. The Bank can repeat this normalization process at every stage of technical submission till the Bank is reasonably satisfied. The bidders agree that they have no reservation or objection to the normalization process and all the technically short listed bidders will, by responding to this RFP, agree to participate in the normalization process and extend their co‐operation to the Bank during this process. The bidders, by submitting the response to this RFP, agree to the process and conditions of the normalization process. Any non-compliance to the normalization process may result in disqualification of the concerned bidder.

Bank may call for any clarifications/ additional particulars required, if any, on the technical/ commercial bids submitted. The bidder has to submit the clarifications/ additional particulars in writing within the specified date and time. The bidder’s offer may be disqualified, if the clarifications/ additional particulars sought are not submitted within the specified date and time. Bank reserves the right to call for presentation(s), product walkthroughs, on the features of the solution offered etc., from the bidders based on the technical bids submitted by them. OBC also reserves the right to conduct reference site visits at the bidder’s client sites. Based upon the final technical scoring, short listing would be made of the eligible bidders for final commercial bidding.

7.1 General Eligibility Criteria

OBC shall scrutinize the Eligibility bid submitted by the bidder. A thorough examination of supporting

documents to meet each eligibility criteria (Annexure 9) shall be conducted to determine the Eligible bidders.

Bidders not complying with the eligibility criteria are liable to be rejected and shall not be considered for

Technical Evaluation.

The bidders meeting the General Eligibility Criteria as per Annexure 9 will be considered for technical

evaluation. Any credential/supporting detail mentioned in “Annexure 9 – Confirmation of Eligibility” and not

accompanied by relevant proof documents will not be considered for evaluation. All credential letters should

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be appropriately bound, labeled and segregated in the respective areas. There is no restriction on the number

of credentials a Bidder can provide.

7.2 Technical Bid Evaluation

The Technical Proposals of only those bidders shall be evaluated who have satisfied the eligibility criteria bid. OBC may seek clarifications from the any or each bidder as a part of technical evaluation. All clarifications received by within stipulated time shall be considered for evaluation. In case a clarification is not received within the stipulated time, the respective technical parameter would be treated as non-compliant and decision to qualify the bidder shall be accordingly taken by the Bank. The proposal submitted by the bidders shall, therefore, be evaluated on the following criteria:

Parameter Percentage weightage

Maximum Marks

Minimum Passing %

Minimum Passing Marks

Bidder Credential Strengths

25% 250 70% 175

Technical and Functional features evaluation

40% 400 90% 360

Manpower Credentials (Quality of manpower proposed)

15% 150 80% 120

Bidder Technical Presentation (Overall Solution Presentations)

10% 100 77% 75

Site Visits 10% 100 70% 70

Total 100% 1000 80% 800

The evaluation/selection process will involve assessment of technical competence and commercial advantage as detailed here below.

i. A maximum of 1000 marks will be allocated for the technical bid. ii. The evaluation of functional and technical capabilities of the bidders of this RFP will be completed first as per

the following guidelines. The technical proposals only will be subjected for evaluation at this stage.

The bidders scoring less than 80% marks (cut-off score) out of 1000 marks in the technical evaluation shall not be considered for further selection process and their offers will be dropped at this stage. Bidders should score minimum of 90% in Compliance to Annexure 7 (Technical and functional features) and for rest of the evaluation Parameters, bidders should score a minimum as mentioned in the above table. Bidder fulfilling the parameters stated above shall be considered as technically qualified. Once the evaluation of technical proposals is completed, the bidders who score more than the prescribed cut-off score will be shortlisted for further tender process.

In case none of the participating bidders qualify on technical criteria by reaching or exceeding the cut off score of 80%, then the bank, at its sole discretion, may relax the cut-off score to a lower value, which, in any case, shall not fall below 75%. In case atleast two participants have not scored 75%, then the Bank reserves the right to cancel and go for retendering process. However, this would be at the sole discretion of the Bank.

The evaluation of technical proposals, among other things, will be based on the following:

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S.no Technical Evaluation

Evaluation Approach

1 Bidder’s Credential Strengths (Max Marks 250)

1) Bidder should have successfully completed at least one end-to-end migration and implementation of CBS-Finacle during the last ten years in atleast one schedule commercial bank in India having a minimum of 1000 branches in India - 175 Marks

2) Additional marks for the Second end-to-end migration and implementation of CBS-Finacle during the last ten years in schedule commercial bank in India having a minimum of 1000 branches in India – 50 Marks 3) Additional marks for Third end-to-end migration and implementation of CBS-Finacle during the last ten years in one schedule commercial bank in India having a minimum of 1000 branches in India – 25 Marks

2 Technical and Functional features evaluation (Max Marks 400)

The Bidder is required to submit the compliance for Annexure 7 Technical and functional Specifications. Bidders should score a minimum of 90% in Compliance to Annexure 7. Note: The deviations and non-compliance to requirements in the RFP shall be penalized. Bidder should ensure that the compliance against Annexure 7 Minimum technical specifications should be over 90% and any critical non-compliance may lead to disqualification. Unreasonable scope limitations which defeat the purpose of this RFP shall lead to reduction in scores or even possibility of disqualification of the bidder. This will be at the sole discretion of the bank.

3 Bidder Technical Presentation (Max Marks 100)

The bidders of this RFP have to give presentation/ interactions before the panel of representatives of Bank on the methodology/approach, time frame for various activities, strengths of the bidders on such projects The technical competence and capability of the bidder should be clearly reflected in the presentation. If any short listed bidder fails to make such presentation, they will be disqualified from the selection process. Bank will confirm the veracity of the claim in the presentation during the site visit and if not satisfied, bidder will be disqualified from the selection process. Understanding of Bank’s business and Operating environment (10

Marks) Demonstration of organization capability for the proposed initiative

(10 Marks) Service Model demonstration (20 Marks) Demonstration of value proposition offered in the bid which shall

enable the success of the project (20 Marks) Project timelines (10 Marks) Demonstration of at least two accelerators or value addition for the

proposed solution that brings in distinct solution advantage or implementation time or savings in efforts (20 Marks)

Bidder’s and OEM’s experience (10 Marks) 4 Manpower

Credentials (Quality of manpower proposed) (Max Marks 150)

1. Experience of the Program Director :- Should have more than fifteen years of relevant experience as Program Manager and Managing Implementation and Operations of Finacle implementation in one or more scheduled commercial bank in India having a minimum of 1000 branches – (50 Marks)

2. 3. Experience of the Solution architect: - Should have more than ten years of

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relevant experience as Solution Architect, Design and Architecture in Finacle Core Banking Solution in one or more scheduled commercial bank in India having a minimum of 1000 branches. (40 marks)

4. 5. Experience of the Module Lead: - Should have more than ten years of relevant

experience in the respective Module and should have worked as a Functional lead for Finacle Core banking Solution in at least two scheduled commercial Banks in India having a minimum of 1000 branches (30 marks).

6.

Experience of the L2 Resource :- Should have more than seven years of relevant experience in L2 Support and Customization for Finacle Core Banking Solution in at least two scheduled commercial Banks in India having a minimum of 1000 branches (30 marks)

5 Site Visit (Max Marks 100)

A Committee of people from Bank would carry out Reference Site Visits with the existing customers of the Bidder. The vendor should arrange the site visits where the solution is implemented. The inputs that have been received from the Customer would be considered by Bank and this might not need any documentary evidence. This rating would be purely on the inputs provided by the Bidder’s customers. (Maximum 100 marks)

7.3 Commercial Bid Evaluation

The commercial bid of only those bidders shall be opened who have been technically qualified on the basis of

the technical proposal. These technically qualified bidders as per technical evaluation process will participate

in Reverse Auction process, if conducted by the Bank. The bank will notify the date and time for participating

in the online reverse auction process to the technically qualified bidders.

The envelope containing the Commercial offers of only those Bidders, who are short-listed after technical evaluation, would be opened. The format for quoting commercial bid set out in Annexure 13. The commercial offer should consist of comprehensive Cost for required solution. Bidder must provide detailed cost breakdown, for each and every categories mentioned in the commercial bid. The Bank will determine whether the Commercial Bids are complete, unqualified and unconditional. The technically qualified bidders may be required to participate in the reverse auction. Omissions, if any, in costing any item shall not entitle the firm to be compensated and the liability to fulfil its obligations as per the Scope of the RFP within the total quoted price shall be that of the Bidder.

Reverse Auction

Bank would conduct a reverse auction process on the commercials submitted by the Bidders. As such it is necessary that authorized personnel of the firm or organization sign the Bid. The designated personnel should be authorized by the organization or by a senior official of the organization having authority to do so. The same person or a different person should be authorized, who should have digital certificate issued in his name and should have authority to quote bid amount in the commercial bid and also quote offer price during on-line reverse auction. The details of digital certificate like Name, Digital Key details, issuing authority and validity etc. to be provided.

The certified xerox copy of necessary Original resolutions/authority/ Power of Attorney having authority to authorize the person to submit Bid documents/participate in on-line sealed bid and reverse auction, on behalf of

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the company shall be enclosed. The proposal must be accompanied with an undertaking letter duly signed by the designated personnel providing a Bid commitment.

Bidders to note that:

In case there is variation between numbers and words; the value mentioned in words would be considered.

The Bidder needs to provide unit costs for all components and services; unit rates would be considered for the TCO in case of any discrepancy in the totaling, modifications, addition, correction, etc.

In the event the Bidder has not quoted or has omitted any mandatory product or service required for the Solution it shall be deemed that the Bidder shall provide the product or service at no additional cost to the Bank.

Please note that in the event of the Bank conducting a normalization exercise, the bids submitted after normalization would be evaluated as per the evaluation methodology in Commercial Evaluation. Bidder categorized as L1 after the Normalization process would be deemed as the Successful Bidder. If a bidder quoting higher prices, higher by more than 20% as compared to the average quoted prices (of all technically qualified bidders) for all items in aggregate, the same bidder may not be called for reverse auction process. If due to such price variation factor, a bidder is not found eligible to be called for revere auction and only one bidder is left commercially eligible, in such situation, bank reserves the right to award contract to L1 bidder

Commercial Bid Evaluation Considerations

Commercial bid valuation shall be considered as below in case of any kind of discrepancy:

1. If there is a discrepancy between words and figures, the amount in words shall prevail

2. If there is a discrepancy between percentage and amount, the amount calculated as per the stipulated

percentage basis shall prevail

3. Where there is a discrepancy between the unit rate and the line item total resulting from multiplying

the unit rate by the quantity, the unit rate will govern unless, in the opinion of bank, there is an

obvious error such as a misplacement of a decimal point, in which case the line item total will prevail

4. Where there is a discrepancy between the amount mentioned in the bid and the line item total present

in the schedule of prices, the amount obtained on totaling the line items in the Bill of Materials will

prevail

5. The amount stated in the correction form, adjusted in accordance with the above procedure, shall be

considered as binding, unless it causes the overall price to rise, in which case the bid price shall prevail

6. If there is a discrepancy in the total, the correct total shall be arrived at by bank

7. In case the bidder does not accept the correction of the errors as stated above, the bid shall be

rejected.

8. At the sole discretion and determination of the bank, the bank may add any other relevant criteria for

evaluating the proposals received in response to this RFP.

9. Bank may, at its sole discretion, decide to seek more information from the respondents in order to

normalize the bids. However, respondents will be notified separately, if such normalization exercise as

part of the technical evaluation is resorted to.

10. All liability related to non-compliance of this minimum wages requirement and any other law will be

responsibility of the bidder.

11. The bank shall not incur any liability to the affected bidder on account of such rejection.

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12. The selected bidder shall provide revised TCO and the revised break-up of the cost items post reverse

auction.

13. The commercials will be calculated till two decimal points only. If the third decimal point is greater than

.005 the same shall be scaled up else it shall be scaled down to arrive at two decimal points. Bank will

make similar treatment for 4th or subsequent decimal point to finally arrive at two decimal points only.

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8. Payment Terms

Application Cost

60% of the cost, of such software, will be payable on successful delivery of said software 20% of the cost, of such software, will be payable on successful sign off of UAT by the Bank 20% of the cost, of such software, will be payable on Successful Go-Live and sign-off by the Bank

Database License, Middleware and Operating System Cost

100% payment of the licenses on successful delivery Hardware Costs (DC and DRC) for all hardware as part of the Solution

70% of the delivered hardware cost would be payable on successful delivery and verification of BoM supplied at DC and DRC respectively 20% of the delivered hardware cost would be payable on successful installation, commissioning, acceptance and sign off by the Bank of the hardware at DC and DRC respectively. 10% paid after warranty or submission of bank guarantee of 10% remaining amount and BG time should be covering the remaining warranty period.

Implementation Cost

30% of the cost of such application on requirement gathering and sign off 40% of the cost, of such application implementation, will be payable on successful implementation with all the functionalities of the said software and acceptance sign-off from the Bank in UAT 20% of the cost, of such application implementation, will be payable on successful implementation with all the functionalities of the said software and acceptance sign off from the Bank in Production The balance 10% of the application implementation cost, will be payable on completion of three months from the date of successful implementation and sign-off of the said software.

Training Cost All the cost pertaining to Core team training, Executive awareness training, train the trainer will be paid on sign off from the bank. Other Trainings

Will be paid on successful completion of the mandated training as per the requirement of the bank. Training cost for any additional ad-hoc training requested by the Bank would be payable on successful completion of the training.

Customization Cost All the additional customization as an when requested by the bank will be paid as below

40% on successful deployment of functionality in UAT environment with SIT result submitted by the Bidder 40% will be paid after one month of Go live 20% will be paid after three months of Go live

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CBS Version Upgrade Cost

15% of CBS Upgrade cost will be paid after getting sign of on Detail requirement Gathering 15% of CBS Upgrade cost will be paid after 2 months of porting Pre Migration Steps in Production environment. 15% of CBS Upgrade cost will be paid after successful retrofitting of all customization and Interfaces in UAT 30% of CBS Upgrade cost will be paid after successful completion of all Mock run with all Customization, Interfaces and UAT closure. 15% of CBS Upgrade cost will be paid after 1 month of the Go Live of Finacle 10.x 10% of CBS Upgrade cost will be paid after closing all the documentation, issues related to Finacle up gradation.

Escrow Cost

The amount to be paid towards escrow cost would be divided into Seven equal installments, to be paid annually at the beginning of each year. Facility Management Cost

The fees for deploying Service Desk and Facility Management Resources and call center would be payable Quarterly in arrears, at the end of the Quarter, on actuals, as per the bill submitted by the Bidder and on verification of the Bank. Also, the payments for that quarter will be made only after the acceptance of the milestones and relevant activities/deliverables for that quarter. Any delay in achievement of the milestones or deliverables will result in further delay of the payment

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9. Service Level Service Level and Penalties

Bank intends to select the Successful Bidder who shall have common vision to deliver high quality of services to the users. Definition of terms used in this section is as follows:

1. “Downtime” shall mean the time period for which the specified services / components with specified technical and service standards are not available to Bank and excludes the scheduled outages planned in advance and the bandwidth link failures within SLA limits agreed with network service providers.

2. “Incident” refers to any event / abnormalities in the functioning of the equipment / specified services that may lead to deterioration, disruption in normal operations of Banks’ services.

3. “Resolution Time” shall mean the time taken in resolving (diagnosing, trouble shooting and fixing) an incident after it has been reported at the helpdesk. The resolution time shall vary based on the category of the incident reported at the service desk. The category shall be defined and agreed between Bank and Service Provider.

4. "Scheduled operation time" means the scheduled operating hours of the System for the month. All planned downtime on the system would be deducted from the total operation time for the month to give the scheduled operation time.

5. "System downtime" subject to the SLA, means accumulated time during which the System is not available to the Bank’s users or customers due to in-scope system or infrastructure failure, and measured from the time the Bank and/or its customers log a call with the Bidder help desk of the failure or the failure is known to the Bidder from the availability measurement tools to the time when the System is returned to proper operation. Any denial of service to the Bank users and Bank customers would also account as “System downtime”

6. The business hours are 6 AM to 10 PM on any calendar day the Bank’s branch is operational. The Bidder however recognizes the fact that the branches will require to work beyond the business hours and holidays on need basis.

7. Critical and Key infrastructure of Data Centre, Disaster Recovery Centre and Near Line Site will be supported on 24x7 basis.

8. Uptime will be computed based on availability of the applications to the Bank’s users irrespective of availability of servers either individual servers/clusters. Also, non-compliance with performance parameters for business, network and environmental infrastructure and system / service degradation will be considered for downtime calculation.

9. If any one or more of the components defined in “Critical” at the Data Centre, Disaster Recovery Facility and Near Line Site are down resulting in non-availability of Solution, then all the services listed in the “Critical” availability measurements table shall be considered for calculating the system downtime.

10. Typical Resolution time will be applicable if systems are not available to the Bank’s users and customers and there is a denial of service.

11. Following are the requirements related to managing the service levels to be maintained in providing such services:

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Service Level Agreement and Targets

This section includes the SLAs which Bank requires the Successful Bidder to manage as key performance indicators for the scope of work. The objective of the SLA is to clearly define the levels of services to be delivered by the Successful Bidder to Bank for the duration of the contract. The following section reflects the measurements to be used to track and report performance on a regular basis. The targets shown in the following sections are for the period of contractor its revision whichever is earlier. Service Level Measurement

1) Bank has defined in-scope services in the RFP and corresponding SLAs below. Bank shall evaluate

the performance of the Successful Bidder on these SLAs compliance as per the periodicity defined. 2) The Successful Bidder shall provide, as part of monthly evaluation process, reports to verify the

Successful Bidder’s performance and compliance with the SLAs. Automated data capturing and reporting mechanism will be used for SLA reporting. The bidder has to leverage existing EMS tools to monitor and manage the Solution / IT Infrastructure.

3) If the level of performance of Successful Bidder for a particular metric fails to meet the minimum service level for that metric, it will be considered as a Service Level Default.

4) The Bidder shall provide SLA Report on monthly basis and a review shall be conducted based on this report. A monthly report shall be provided to the Bank at the end of every month containing the summary of all incidents reported and associated Bidder performance measurement for that period. Performance measurements would be accessed through audits or reports, as appropriate to be provided by the Bidder.

5) E.g. utilization reports, response time measurements reports, etc. The tools to perform the audit will need to be provided by the Bidder. Audits will normally be done on regular basis or as required by Bank and will be performed by Bank or Bank appointed third party agencies

Uptime Rules for Uptime Uptime (Monthly)

Uptime Rules 1) Wherever System Integrator monitors onsite, the downtime calculation starts from the time of

hardware/ software failure leading to denial of service. 2) Wherever, Bank monitors, the downtime calculation starts from the time of reporting by the Bank. 3) The preventive or scheduled maintenance done without affecting the functioning of branches and

delivery channels is not considered as downtime

9.1 Level Classification Level Type of Infrastructure Function/ Technology

I. Critical Criteria a. No user can access the Business infrastructure system or;

b. Any problem due to more than 10 branches

Sl. No. Category Required uptime

1. Hardware/ Software of all in-scope applications. 99.99%

2. Various channels (interfaces) 99.99%

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cannot access the Business systems, any sub

module of any application or a complete branch

cannot access the Business Systems.

c. Failure of any of the middleware/interface

component due to which the solution is not

functioning.

d. Interruption making any functionality

inaccessible services availability or unavailability

or a severe impact on of any reports which is

urgently required for Compliance purpose and

there is no possible alternative Business Infrastructure

Critical Business infrastructure related to providing

systems to the Bank users and customers

comprising of but not limited to the following:

IT Infrastructure at DC, DRC and Near Site Servers and Support applications / functions at DC, DRC and NLS such as:

Critical Business Solutions

a. Core Banking System

b. Internet Banking

c. NEFT/RTGS

d. SMS alerts

e. Trade Finance

f. Middleware

g. Load Balancer

h. Finacle Integrator

i. Delivery Channels

j. Online Interface Application Servers

k. Government Business Module (GBM)

l. List of interfaces mentioned in Annexure

21 All the above stated applications and related infrastructure are considered as critical

II. Non Criteria a. Any problem due to which less than 5 branches

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- Critical cannot access the Business systems, any sub

module of any application or a complete branch

cannot access the Business Systems or;

b. Any incident which is classified as “Critical”

for which an acceptable (by Bank) workaround

has been provided

III. Significant Criteria a. All other residuary business infrastructure not

defined in “Critical” and “Non Critical” or;

b. Any incident which is classified as “Non Critical”

for which an acceptable (by Bank) workaround

has been provided or;

c. Any problem due to which 1 to 9 users cannot

access the Business infrastructure system or;

Business Infrastructure a. Any other infrastructure not covered in

“critical” and “non- critical”

Note: The resolution time is not considered as uptime. The penalties during the maximum resolution time will be as applicable in the table below SLA for Business Continuity and Uptime S.NO

Services Infrastructure Output

Description Calculation

Periodicity

MSL Penalty Measurement Tool

1 Business Infrastructure & Systems

Availability of Business Infrastructure Elements & Systems

Availability of Business Infrastructure Elements & Systems is the time that each solution is available for intended use without any malfunctions. It is measured in minutes and calculated by (a) System Scheduled Uptime minus Scheduled Downtime minus Unscheduled Downtime, divided by (b) System Scheduled Uptime minus

Availability = (U – C – D)/ (U – C) Refer to the below definitions of the parameters. • System Scheduled Uptime for servers (U) • Scheduled Downti

Monthly

For critical Solution- 99.99% (HA mode) & 99.9% (Non HA mode)

For Non- Critical Solutions- 99.5% (HA Mode) & 99.5% (Non-

• For each 0.01% drop in availability, penalty 1% of Quarterly Payment • For each 0.01% drop in availability, penalty .5% of Quarterly Payment

EMS Tool

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S.NO



Periodicity


Scheduled Downtime with the result expressed as a percentage to two decimal places

me for servers (C ) • Unscheduled Downtime for servers (D)

HA Mode) For significant Solutions- 99%

• For each 0.01% Drop in availability, penalty .25% of Quarterly Payment

2 Database Management Services

Availability of the database

Database availability is the time that each instance of database is available for intended use without any malfunctions, It is measured in minutes and calculated by (a) System Scheduled Uptime minus Scheduled Downtime minus Unscheduled Downtime, divided by (b) System Scheduled Uptime minus Scheduled Downtime with the result expressed as a percentage to two decimal places.

Availability = (U – C – D)/ (U – C) System Scheduled Uptime database (U) Scheduled Downtime for database (C) Unscheduled Downtime for database (D)

Monthly

For critical databases- 99.99% For non- critical databases- 99.95% For significant databases- 99 %

•For each 0.01% drop in availability, penalty 1% of Quarterly Payment •For each 0.01% drop in availability, penalty .5% of Quarterly Payment •For each 0.01% Drop in availability, penalty .25% of Quarterly

EMS Tools

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S.NO



Periodicity


Payment

3 Database management Services

System Response time

End to End response time within the DC (from the Core Banking Application and internet banking application to the respective Database and back) should be < 10 ms (mille seconds)

Monthly

99.90% •For each 0.25% drop in critical Database penalty will be 1% of Quarterly payment

EMS Tools

Incident Management Services

Incident resolution within targets

Notifying users of problem status and resolution Severity 1 - :

• No user can access the Business infrastructure

• Any problem due to which 10 or more branches cannot access the Business systems. Or a complete

Call tickets per month resolved within the time lines divided by the total number of call tickets per month. Severity I • During business hours - Within 30

Monthly

Severity 1- 99.9% Severity 2- 99% Severity 3- 98%

• Severity 1- For each .25% drop in service level, penalty shall be .5% of Quarterly Payment • Severity 2- For each .25% drop in service level, penalty

EMS Tool

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S.NO



Periodicity


branch cannot access the Business Systems

• Failure of any of the middleware/interface component due to which the solution is not functioning.

• Interruption making any functionality inaccessible services availability or unavailability or a severe impact on of any reports which is urgently required for compliance purpose. There is no possible alternative.

Severity 2 :-

minutes Non - business hours - Within 1 hours or earlier as per business hours if business hours begin Severity II During business hours - Within 60 minutes Non business hours - Within 2 hours or earlier as per business hours if business hours begin Severity III • Scheduled monitoring activities - As per routine

shall be .25% of Quarterly Payment • Severity 3- For each .25% drop in service level, penalty shall be .15% of Quarterly Payment

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S.NO



Periodicity


• Any problem due to which % or less than 5 branches cannot access the Business infrastructure system

• Any incident which is classified as Critical for which an acceptable (by Bank) workaround has been provided

Severity 3: - Anything which does not fall in Severity 1 and severity 2 criteria

to be agreed within bidder and vendor

5 Incident Management

User Notifications

Notifying users of problem status and resolution

Tickets wherein users are notified of problem status/ Total tickets logged for the month

Monthly

98.00% • For each .5% drop in service level, penalty shall be .10% of Quarterly Payment

EMS Tools

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S.NO



Periodicity


6 Problem Management

Problem Resolution - successful closure

This service level measures the successful closure (as per mutually agreed time-lines) of all the problem tickets raised in Helpdesk tool, post the root cause analysis having been carried out, the necessary corrective action taken and the OBC management having given the signoff expressing their satisfaction on the problem management activities undertaken.

Dividing the total number of successful closure of problem tickets by the total number of problem tickets raised in the Helpdesk tool

Monthly

85% • For each .5% drop in service level, penalty shall be .10% of Quarterly Payment

EMS Tools

7 Performance Measurement

Hardware Utilization

Reporting to the Bank if Hardware daily peak utilization levels of CPU,RAM,NIC and hard disk etc. exceeds 70% at any given point of time during business hours or production storage utilization levels exceeds 80% (Eighty percent) at any given point of time

Reported alerts to the bank/Total no of alerts for breach of hardware utilization

Monthly

99% • For each .5 % drop in service level, penalty shall be 1% of Quarterly Payment

EMS Tools

8 Security Management Services

Adherence to Patch Update

It includes both scheduled updates and updates requested

Actual number of updates done/Total scheduled and

Monthly

99.99% For each .5% drop in service level, penalty shall be

EMS Tools

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S.NO



Periodicity


requested updates

1% of Quarterly Payment

9 Security Management Services

Adherence to Bank IT policy

It includes both scheduled updates and updates requested

Percentage of updates to the Information Systems Security Policy (ISSP) and to the systems according to the ISSP

Monthly

100.00%

• For each .5% drop in service level, penalty shall be 1% of Quarterly Payment

EMS Tools

10 Change and Release Management Services

Change request Resolution - successful closure

Measure of successfully implementing- change management (as per mutually agreed timelines)

Dividing the total number of successful closure of change request tickets by the total number of change request tickets raised in the Helpdesk tool

Monthly

99% • For each .5% drop in service level, penalty shall be .10% of Quarterly Payment

EMS Tools

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S.NO



Periodicity



Planned Downtime

Planned down - time for network servicing, Storage, DB, servers services (up gradation, bug fixing, patch uploads, regular maintenance etc.) will not be more than 1 hour. This activity will not be carried out during business hours. However, such activities which require more than 1 hour or required to be carried out during business hours will be scheduled in consultation with the bank In case the downtime exceeds the planned hours the additional time taken for servicing will be considered for infrastructure or system downtime as per availability measurements table

Calls wherein serving was completed within 1 hour or agreed threshold/ Total calls logged for network servicing

Monthly

99% • For each 0.5% drop in service level, penalty shall be .10% of Quarterly Payment

EMS Tools


User Notifications

Notifying users in advance for all known (planned maintenance) problems

tickets wherein users have been notified of planned downtime/ Total

Monthly

98% • For each .5% or part thereof drop in service level ,Penalty shall

EMS Tools

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S.NO



Periodicity


tickets for planned maintenance in a month

be .10% of Quarterly Payment

14 IT Service Continuity & Disaster Recovery Services

Reliability Measure of successfully testing of DR plan (plans are tested as per Bank’s policy).

No of times DR plan is tested in a year (as per Bank’s policy)

Quarterly

100% • Penalty shall be 0.10% of Quarterly Payment for each default.

EMS Tools

CBS, Internet Banking and GBM

RTO and RPO

RTO and RPO for CBS and other application will be RPO :- 0 Minutes RTO :- 15 minutes

1 Report Needs to be share

from ADR tool

Quaterly

100% Penalty shall be 0.50% of Quarterly Payment for each default

ADR Tool

16 End of Day and Begin of Day window

CBS End of Day Time window

Bank End of Day and Begin of Day (excluding Backup) need to be completed within 3 hours after ABH of the Branch. This include month end also For Quarter end and Year end CEOD window should not go beyond 4 hrs

A Report need to share from

EMS tool every

month

Monthly

99.9% Penalty shall be 0.50% of Quarterly Payment for each default

EMS Tool

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9.2 SLA for Management, Governance and Reporting Sl. No.

Service Details

SLA Measurement

SLA Penalty Measurement tool

Remarks

1 Project Initiation

The Successful Bidder is expected to mobilize the team as per commencement of work for this project. Commencement of work would mean reporting of Successful Bidder’s resources at the designated Bank’s locations for project.

Project Leads should be deployed as per the Timeline stated in the RFP

No Penalty Manual Outsourcing vendor shall initiate that Project Leads should be deployed Within 2 weeks from the date of release of PO Project Team should be deployed Within 3 weeks from the date of release of PO

After the due date stated in the RFP

1 (one) percent of (Implementation, Application, Database cost) for every week of delay or part thereof

Manual

2 Service Improvement Plan

Submission of quarterly improvement plan and implementation report

100% Penalty shall be 0.05% of Quarterly Payment for each week of delay or part thereof.

Manual

3 Program Manager, Service delivery Manager, Domain in charge, SME, and Implementation team

No change in these resources for minimum 1 year from the contract date and maximum 2 changes in the complete contract term (*the Program Manager should not be rotated to

100% Penalty shall be 0.10% of Quarterly Payment for each default beyond the agreed the threshold.

Manual Bidder needs to deploy the same resources or resources with equivalent skill sets as per the terms and conditions of the RFP

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other clients of the Service Provider under the contract period).

4 Staff transition period (Handover period)

As per below mentioning staff transition period • Program Director / Manager, Project Managers and Service delivery manager- 60 Days • All Domain In charge-45 days • Other staff- 30 days

100% Program Manager/Delivery Manager-Penalty shall be INR 30,000 for each week of default or part thereof Domain In-charge- Penalty shall be INR 25,000 for each week of default or part thereof Other Staff- Penalty shall be INR 10,000 for each week of default or part thereof

Manual Bidder need to submit the Handover report every month with the resource mapping to their service area

5 Resource availability

Bidder needs to maintain the attendance in each shifts as per the BOM at any day of the contract and the same should not go below 90%

No of Shifts below minimum attendance level

Penalty shall be INR 25,000 for every 2% default or part thereof below the agreed threshold

Manual Bidder has to submit the attendance every month end for each resource with their location and Service area

6 Exit Management Plan

Bidder also has to develop a detailed Exit Plan with-in 6 months of signing of contract. After that, the exit plan has to be regularly

Delay in submission of initial or updated plan by more than one month

Penalty shall be INR 25,000 for each month of delay or part thereof after the 1st month

Manual It need to cover all the area of Exit Plan

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reviewed and updated on a half yearly basis

7 CBS Upgrade The vendor is expected to finish the CBS Upgrade as per timeline and scope mentioned in the RFP

CBS Upgrade with defined scope needs to be completed within 18 months from the Release of PO date

5 (five) percent of CBS Upgrade cost for every month of delay

Manual

8 ESB and IPH Implementation

The vendor is expected to finish the ESB and IPH implementation as per timeline and scope mentioned in the RFP

ESB and IPH implementation with defined scope needs to be completed within 8 months from the Release of PO date

5 (five) percent of ESB and IPH cost (Software, Hardware, Implementation) for every Week of delay

Manual

9.3 At Risk Amount The quarterly At-Risk Amount (‘ARA’) shall be 20% of the estimated quarterly payout of the respective quarter. Overall cap for penalties as per SLA and the Liquidated damages over the tenure of the contract will be 10% (ten per cent.) of the contract value The onetime penalty for project initiation shall not be subject to the limit specified above on the At-Risk Amount (‘ARA’)

9.4 Service Level Default Calculation The Bidder’s performance to Service Levels will be assessed against Service Level requirements for each criteria mentioned under section 9.2 above.

A Service Level Default will occur when:

The Bidder fails to meet Minimum Service Levels, as measured on a monthly basis, for a particular

Service Level.

In the event of a Service Level Default, the Bidder shall pay the Bank a Service Credit that will be

computed in accordance with the following formula:

Monthly Service Level Default = Minimum Service Level – Monthly Actual Service Level

Service Credit = Monthly Service level default X Associated Penalty

In the event that a Service Level Default has occurred for more than one service level

requirement, the sum of the corresponding Service Credits shall be credited to the Bank

The Bidder shall review with the Bank, on a monthly basis from the start of Contract

Execution, any entitlement of the Bank to a Service Credit.

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The total amount of Service Credit that the Bidder is obligated to pay the Bank shall be

reflected on the invoice provided to the Bank in the quarter after the quarter in which the

Service Levels were assessed. The Bank shall be entitled to deduct the Service Credit amount

from the amounts payable by the Bank to the Bidder as per the invoice. In-case the Service Level default exceeds the Minimum Service Level by more than 1% for a particular Service Level, the bank will apply a multiplication factor to the associated penalty for Service credit in line with the below table

S. No Range Penalty Factor

1 MSL- 1% 1.5 X associated Penalty

2 MSL -2% 2 X Associated Penalty

3 MSL -3% or more 2.5 Associated Penalty

Example 1

Assume for a particular service level requirement (e.g.: Availability of Critical solutions), the

minimum service level is 99.9% During a Service Assessment period; the service level achieved is

99.5%: The Service Credit due to the Bank would be computed as follows:

Minimum Service Level

Monthly Service Level Default = M1 = 99.9 - 99.5 = .4

Penalty =for each 0.25% drop in server availability, penalty shall be INR 2, 00,000

Availability Service Credit for M1 = 2x 2, 00,000 = Rs.4, 00,000

Example 2

Assume for a particular service level requirement (e.g.: Availability of Critical Solutions), the

minimum service level is 99.9% During a Service Assessment period; the service level achieved is

98.9%:

The Service Credit due to the Bank would be computed as follows:

Minimum Service Level

Monthly Service Level Default = M1 = 99.9 – 98.9 = 1%

Penalty =for each 0.25% drop in server availability, penalty shall be INR 2, 00,000

Penalty factor = MSL-1%= 1.5 X associated Penalty Availability

Service Credit for M1 = 4x 2, 00,000X1.5 = Rs.12, 00,000

10. General Terms and Conditions

The following are the general terms and conditions proposed to be included in the Contract. The Bank reserves the right to add, delete, modify or alter all or any of these terms and conditions in any manner, as deemed necessary before signing the final agreement. The bidder, selected for the project, will have to enter into a contract agreement directly with the Bank.

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The contract agreement will contain various terms and conditions relating to payment, delivery, installation and operationalization, training, commissioning and acceptance, support during periods of warranty and maintenance, penalty due to delay in performance etc. All the diagrams, drawings, specifications and other related literature and information, provided by the bidder for the solution and agreed to by Bank, will also form part of the agreement. The Successful Bidder must initiate work on the project within one weeks of acceptance of PO. The bidder at his own expense will register the contract agreement by paying the appropriate stamp duty. The first page of the contract agreement shall be on a stamp paper of appropriate value. The original bill/invoice for the services rendered must be furnished along with the prices thereof, per the terms and conditions contained in this document. Payment shall be made on the actual procurement. The Successful Bidder and the team shall abide by the ISMS framework (ISO 27001:2013) and PCI:DSS of the Bank which includes Incident Management, Change Management, Capacity Management, Configuration Management etc. Consultants and Vendors shall be liable for not meetings the security standards or desired cyber aspects of all the Information Communications and Technology (ICT) resources.

10.1 Application

For the purpose of the Purchase Agreement as well as for the purpose of the Tender Document, the purchaser is: Department of Information Technology Oriental Bank of Commerce, Department of Information Technology, Plot No.5, Institutional Area, Sec.32, Gurugram, Haryana-122001

10.2 Standards

The services and other materials including all deliverables and reports under the contract shall conform to the standards mentioned in this RFP as well as the Technical Bid submitted by the bidder and/or agreed between Bank and the bidder, and when no applicable standard is mentioned, the services / products / deliverables shall be supplied under the authoritative and appropriate international standards of such services / products / deliverables and such standards shall be the latest issued by the concerned institution/s.

10.3 Governing Language

All correspondences and other documents pertaining to the contract shall be in English

10.4 Applicable Law

The Contract shall be governed and interpreted in accordance with laws in India.

10.5 Notice

Any notice given by one party to the other pursuant to the contract shall be sent to the other party (per the address mentioned in the contract) in writing either by hand delivery or by registered post or by

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courier and shall be deemed to be complete only on obtaining acknowledgment thereof; or by telegram or by telex or by facsimile or by other electronic media and in which case, the notice will be complete only on confirmation of receipt by the receiver. A notice shall be effective when delivered or on the notice’s effective date, whichever is later.

10.6 Right to Alter Quantities

Bank reserves the right to alter the requirements specified in the RFP. The Bank also reserves the right to delete one or more items from the list of items specified in the RFP. The Bank will inform all bidders about changes, if any. The bidder agrees that Bank has no limit on the additions or deletions on the items for the period of the contract. Further the bidder agrees that the prices quoted by the bidder would be adjusted on prorate basis with such additions or deletions in quantities.

10.7 Contract Agreements

Any change made in any clause of the contract which shall modify the purview of the contract within the validity and currency of the contract shall be deemed as an amendment. Such an amendment can and will be made and be deemed legal only when the parties to the contract provide their written consent about the amendment, subsequent to which the amendment is duly signed by the parties and shall be construed as part of the contract. The details of the procedure for amendment shall be as specified in the contract.

10.8 Use of Contract Documents and Execution

The bidder shall not, without Bank’s prior written consent, disclose the Contract or any provision thereof, or any specification or information furnished by or on behalf of Bank in connection therewith, to any person other than a person employed by the bidder in the performance of the Contract. Disclosure to any such employed person shall be made in confidence against Non-disclosure agreements completed prior to disclosure and disclosure shall extend only so far as may be necessary for the purposes of such performance. Any document, other than the Contract itself, shall remain the property of Bank and all copies thereof shall be returned to Bank on termination of the Contract. The bidder shall not, without Bank’s prior written consent, make use of any document or information above except for the purposes of performing the Contract.

10.9 Indemnity

The bidder shall, at its own cost and expenses, defend and indemnify the Bank against all third-party claims including those of the infringement of Intellectual Property Rights, including patent, trademark, copyright, trade secret or industrial design rights, arising from the performance of the contract that is directly attributable to the bidder in concurrence with the Limitation of Liability (section 9.24). The bidder shall expeditiously meet any such claims and shall have full rights to defend itself therefrom. If the Bank is required to pay compensation to a third party resulting from such infringement, the Bidder will bear all court awarded damages/ expenses including legal fees.

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Bank will give notice to the bidder of any such claim and shall provide reasonable assistance to the bidder in disposing of the claim. The bidder shall also be liable to indemnify the Bank, at its own cost and expenses, against all losses / damages, which Bank may suffer on account of violation by the bidder of any or all applicable national / international trade laws, norms, standards, procedures etc. This liability shall not ensue if such losses / damages are caused due to gross negligence or willful misconduct by the Bank or its employees.

10.10 Cancellation of Contract and Compensation

The Bank reserves the right to terminate the order/ contract of the selected bidder (after providing a cure period of 30 days and thereafter providing a 90 days’ notice period) and recover expenditure incurred by the bank on the following circumstances: 1. The selected bidder commits a breach of any of the terms and conditions of the contract. 2. The bidder goes into liquidation voluntarily or otherwise. 3. An attachment is levied or continues to be levied for 7 days upon effects of the bid. 4. The progress regarding execution of the contract by the bidder is unsatisfactory. 5. Deduction on account of liquidated damages exceeds 10% of the total contract price.

After the award of the contract, if the selected bidder does not perform satisfactorily or delays execution of the contract, the bank may give a 30 days cure period. Thereafter, if the selected bidder does not perform satisfactorily or delays execution of the contract, the Bank reserves the right to get the balance contract executed by another party of its choice. In this event, the selected bidder is bound to make good the additional expenditure, which the Bank may have to incur to carry out the bidding process for the execution of the balance of the contract. This clause is applicable if for any reason the contract is cancelled.

The Bank reserves the right to recover any dues payable by the selected bidder from any amount outstanding to the credit of the selected bidder, including the pending bills and/or invoking Bank Guarantee, if any, under this contract or any other contract/order.

10.11 Earnest Money Deposit

Prospective bidders are required to submit Bank Guarantee drawn in favor of “Oriental Bank of Commerce” payable at Gurugram, towards earnest money deposit (EMD) of INR 3,00,00,000 (Rupees Three crore only). The Bank may accept bank guarantee in lieu of EMD for an equivalent amount valid for 180 days from the last date of bid submission and issued by any scheduled commercial bank acceptable to the Bank. The Bank will not pay any interest on the EMD. In case of a Bank Guarantee from a bank other than an Indian Public Sector Bank, prior permission of the Bank is essential. The format of Bank Guarantee is enclosed in Annexure 1 – Performa for Bank Guarantee for Earnest Money Deposit. The EMD made by the bidder will be forfeited if: 1. The bidder withdraws his tender before processing of the same.

2. The bidder withdraws his tender after processing but before acceptance of the PO issued by Bank.

3. The selected bidder withdraws his tender before furnishing an unconditional and irrevocable

Performance Bank Guarantee.

4. The bidder violates any of the provisions of the terms and conditions of this tender specification.

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The EMD will be refunded to: 1. The Successful Bidder, only after furnishing an unconditional and irrevocable Performance Bank

Guarantee (PBG) for 10% of the total project cost for entire duration of the contract including

claim period of 6 (six) months, validity starting from its date of issuance. The PBG shall be

submitted within 15 days of the PO acceptance by the Bidder.

2. The Unsuccessful Bidder, only after acceptance of the PO by the selected bidder.

10.12 Performance Bank Guarantee

1. As mentioned above, the Successful Bidder will furnish an unconditional and irrevocable

Performance Bank Guarantee (PBG) for 10% of the total project cost for entire duration of the

contract including claim period of 6 (six) months, validity starting from its date of issuance. The

PBG shall be submitted within 15 days of the PO acceptance by the Bidder.

2. The PBG shall be denominated in Indian Rupees. All charges whatsoever such as premium;

commission etc. with respect to the PBG shall be borne by the Successful Bidder.

3. The PBG so applicable must be duly accompanied by a forwarding letter issued by the issuing bank

on the printed letterhead of the issuing bank. Such forwarding letter shall state that the PBG has

been signed by the lawfully constituted authority legally competent to sign and execute such legal

instruments. The executor (BG issuing Bank Authorities) is required to mention the Power of

Attorney number and date of execution in his / her favor with authorization to sign the documents.

4. Each page of the PBG must bear the signature and seal of the BG issuing Bank and PBG number.

5. In the event of the Successful Bidder being unable to service the contract for whatever reason,

Bank may provide a cure period of 30 days and thereafter invoke the PBG, if the bidder is unable to

service the contract for whatever reason

6. In the event of delays by Successful Bidder in implementation of project beyond the schedules

given in the RFP, the Bank may provide a cure period of 30 days and thereafter invoke the PBG, if

required.

7. Notwithstanding and without prejudice to any rights whatsoever of the Bank under the contract in

the matter, the proceeds of the PBG shall be payable to Bank as compensation by the Successful

Bidder for its failure to complete its obligations under the contract. Bank shall notify the Successful

Bidder in writing of the exercise of its right to receive such compensation within 14 days, indicating

the contractual obligation(s) for which the Successful Bidder is in default.

8. The Bank shall also be entitled to make recoveries from the Successful Bidder's bills, Performance

Bank Guarantee, or any other amount due to him, the equivalent value of any payment made to

him by the bank due to inadvertence, error, collusion, misconstruction or misstatement.

9. The PBG may be discharged / returned by Bank upon being satisfied that there has been due

performance of the obligations of the Successful Bidder under the contract. However, no interest

shall be payable on the PBG.

10.13 Resolution of Disputes

All disputes, claims or differences arising out of or in connection with the execution, interpretation and performance of this Agreement arising between the Dimension Data & Bank out of or in relation to the construction, meaning and operation of effect of the contract or breach thereof shall be settled amicably. If however, the parties fail to resolve the dispute, claims or differences within a period of 30 (thirty) days from the dispute being referred to them, such dispute, claim or differences shall be referred to a court of having competent jurisdiction by either of the party. Any court of competent

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jurisdiction located in New Delhi shall have exclusive jurisdiction for adjudication of the dispute.

10.14 Delays in Bidder’s Performance

The bidder must strictly adhere to the implementation schedule, as specified in the purchase contract, executed between the Parties for performance of the obligations, arising out of the purchase contract and any delay in completion of the obligations by the bidder will enable Bank to resort to any or all of the following provided that the bidder is first given a 30 day cure period to remedy the breach/delay:

1. Termination of the purchase agreement fully or partly and claim liquidated damages.

2. Forfeiting of Performance Bank Guarantee/ Invoking Performance Bank Guarantee

However, the Bank will have the absolute right to charge penalty and/or Liquidated Damages as

per the RFP/contract without giving any cure period.

10.15 Liquidated Damages

The Bank will consider the inability of the bidder to deliver services or install the equipment within the specified time limit as a breach of contract and would entail the payment of Liquidated Damages on the part of the bidder. The liquidated damages represent an estimate of the loss or damage that the Bank may have suffered due to delay in performance of the obligations (relating to delivery, installation, operationalization, implementation, training, acceptance, warranty, maintenance etc. of the proposed solution/services) by the bidder. Installation will be treated as incomplete in one / all of the following situations: 1. Non-delivery of any component or other services mentioned in the order

2. Non-delivery of supporting documentation

3. Delivery / availability, but no installation of the components and/or software

4. No integration

5. Non Completion of Transition within suggested timeline

6. System operational, but unsatisfactory to the Bank

Bank may at its option demand and recover from the Successful Bidder(s) an amount equivalent to 1(one) percent of the undelivered portion of contract value for every week of delay or part thereof, subject to a maximum of 10% of the overall contract value. Once the maximum is reached, the Bank may consider termination of the contract. Similarly for delay in Services, subject to a maximum of 10% of the overall contract value Bank may at its option demand and recover from the Vendor(s) an amount equivalent to 1 (one) percent of the incomplete portion of services for every week of delay or part thereof. Further, the Bank also reserves the right to cancel the order and invoke the Performance Bank Guarantee in case of inordinate delays in the delivery/ installation of the equipment. Bank may provide a cure period of 30 days and thereafter foreclose the performance bank guarantee without any notice. In the event of Bank agreeing to extend the date of delivery at the request of Successful Bidder(s), it is a condition precedent that the validity of Performance Bank Guarantee shall be extended by further period as required by Bank before the expiry of the original bank guarantee. Failure to do so will be treated as breach of contract. In such an event Bank, however, reserves its right to foreclose the bank guarantee. For the purpose of this RFP, the total of penalties as per SLA and the Liquidated damages will be subject to a maximum of 10% of the overall contract value.

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10.16 Force Majeure

The bidder shall not be liable for forfeiture of its performance security, liquidated damages or termination for default, if any to the extent that its delay in performance or other failure to perform its obligations under the contract is the result of an event of Force Majeure. For purposes of this Clause, “Force Majeure” means an event explicitly beyond the control of the bidder and not involving the bidder’s fault or negligence and not foreseeable. Such events may include Acts of God or of public enemy, acts of Government of India in their sovereign capacity and war. If a Force Majeure situation arises, the bidder shall promptly notify the Bank in writing of such conditions and the cause thereof within fifteen calendar days. Unless otherwise directed by the Bank in writing, the bidder shall continue to perform his obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event. The Bidder shall promptly notify the bank in writing on cessation of Force Majeure. 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 three months, the Bank and the bidder shall hold discussions in an endeavor to find a solution to the problem. Notwithstanding the above, the decision of the Bank shall be final and binding on the bidder.

10.17 Audits

Bank can conduct any third party inspection / audit for any phase. The bidder must make all necessary changes as mentioned by the results of these audits. Bank will incur the cost of appointment of a third party for audit. The bidder must ensure that the findings of the audit are successfully closed by the bidder within a mutually agreed timeline. The Successful Bidder(s) shall allow the Bank, it’s authorized Personnel, its auditors (internal and external) and/or other statutory authorities, and unrestricted right to inspect and audit the operations and records directly related to the services. The Cost & Accounting Records will be out of scope for the purpose of audit conducted by the bank. If the Successful Bidder(s) is outsourcing any portion of the above activity, it will be the responsibility of the Successful Bidder(s) to ensure that the authorities/officials as mentioned above are allowed access to the places, systems, processes, records (expect Cost & Accounting Records) etc. of the activity, for inspection and verification. The Successful Bidder(s) shall keep complete and accurate records of all the operations in connection with the activities, per prevalent best practices in the industry. All books, records (except Cost & Accounting Records) and information relevant to the services shall be preserved in isolation and be presented to the Bank or its designees for inspection as and when demanded.

The Successful Bidder(s) should recognize the right of Reserve Bank of India (RBI) to cause an inspection to be made of the Successful Bidder(s) / service provider and its books and accounts by one or more of its officers or employees or other designated person. One week’s of prior intimation shall be shared with the bidder, regarding the audit so as to notify the Bank any potential conflict of interest. Except in cases of regulatory and statutory audits, the Bank shall not exercise right to audit more than twice in a financial year.

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10.18 Prices

The prices shall be quoted in Indian Rupees (INR) only up to 2 decimal places and shall not have any effect from variations / fluctuations of any other currency. The price charged by the bidder for the services performed to fulfil the scope of this RFP shall not vary from the contracted prices and shall remain valid for the contract period. No adjustment of the contract price shall be made on account of variation of costs of labour and materials or any other cost component affecting the total cost in fulfilling the obligations under the contract. The Contract price shall be the only payment, payable by the Purchaser to the bidder for completion of the contractual obligations by the bidder under the Contract, subject to the terms of payment specified in the Contract. The prices, once offered, must remain firm and must not be subject to escalation for any reason within the period of validity.

The price would be inclusive of all applicable taxes under the Indian law like customs duty, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable GST, which shall be paid / reimbursed on actual basis on production of bills with GSTIN. Any increase in GST will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market conditions, increase in custom duty. The bank will not pay any out of pocket expense.

10.19 Professional Fees / Charges

If any of the items / activities as mentioned in the price bid and as mentioned in Annexure 13 are not taken up by the Bank during the course of this assignment, the Bank will not pay the professional fees / charges quoted by the bidder in the Price Bid against such activity / item. The Bank shall pay the professional fees, only on actual basis, for which services have been availed in the contract period.

10.20 Non-negotiability on RFP

Bank is not responsible for any assumptions or judgments made by the bidders for arriving at any type of sizing or costing. Bank at all times will benchmark the performance of the bidder to the RFP documents circulated to the bidders and the expected service levels as mentioned in these documents. In the event of any deviations from the requirements of these documents, the Bidder must make the same available at no extra costs to Bank, in order to achieve the desired service levels as well as meet the requirements of these documents. All terms and conditions, payments schedules, time frame for implementation, and expected service levels per this tender will remain unchanged unless explicitly communicated by the Bank in writing to the bidder. The bidders shall adhere to the terms of this RFP and shall not deviate from the same.

10.21 Assignment

Neither the contract nor any rights granted under the contract may be sold, leased, assigned, or

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otherwise transferred, in whole or in part, by the bidder, and any such attempted sale, lease, assignment or otherwise transfer shall be void and of no effect without the advance written consent of the Bank. However, in case of merger / acquisition / corporate restructuring, the resultant Entity expressly assuming all rights and liabilities under this contract, supported by board resolution, will be accepted by the Bank.

10.22 Subcontracting

The bidder shall not subcontract or permit anyone other than its personnel to perform any of the work, service or other performance required of the bidder under the contract. Compliance to SLA will be the bidder’s responsibility.

10.23 Limitation of Liability

The Vendor’s aggregate liability in connection with obligations undertaken as a part of the project regardless of the form or nature of the action giving rise to such liability (whether in contract, tort or otherwise) shall be at actuals and limited to the overall contract value for 5 years. The Vendor’s liability in case of claims against OBC resulting from wilful misconduct or gross negligence of the Vendor, its employees and subcontractors or from infringement of patents, trademarks, copyrights or such other intellectual property rights, breach of confidentiality, or violation of any legal, regulatory, statutory obligations shall be unlimited.

In no event shall either party be liable to the other for any indirect, incidental or consequential damages or liability, loss of profits, revenue, and anticipated savings. Gross Negligence means serious disregard to an obvious risk. Willful Misconduct means where a party intentionally causes actual harm upon the other party and does not involve error or mistake in any form.

10.24 Contract Period

The contract period will commence from the date of acceptance of the PO, and will be valid for the duration till the detail report submitted by the bidder gets accepted by the bank. The Successful Bidder needs to execute a comprehensive, definitive Service Level Agreement (SLA) with the Bank covering all terms and conditions of this RFP. SLA will cover performance and availability of the solution deployed. The performance of the Successful Bidder shall be reviewed every week and the Bank reserves the right to terminate the contract at its sole discretion first providing a 30 day cure period and thereafter giving 90 days’ notice without assigning any reasons. The Bank will enter into an agreement with Successful Bidder for the duration of the project. The Bank reserves the right to terminate the contract, if the assignment is not proceeding in accordance with the terms of contract by first providing a 30 day cure period and thereafter issuing a notice of three months (90 days). 1. Contract Continuity- The contract shall terminate only on explicit correspondence to that effect.

Until that time, Successful Bidder shall continue to provide the service at the contracted price per

the agreement. As and when the Bank decides to transition out of the successful Bidder's contract

to other vendor, Successful Bidder has to coordinate for transition of services to new service

provider/vendor without causing any disruption of the current services at no extra cost to the Bank.

The successful bidder will be paid as per the support charges agreed in this contract, during the

transition period till the completion of reverse transition. The transition out phase and the support

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required from Successful Bidder shall be communicated to Successful Bidder 30 days before the

transition starts. Bank shall reserve right to revise the transition period. During transition period

Successful Bidder shall at least, but not limited to, provide support in terms of transition of assets

and data, training and knowledge transfer and any other type of support during the defined

transition period.

2. In event of bidder insolvency, contract termination, and any other Force Majeure conditions,

Successful Bidder shall continue to provide the service without causing disruption of the services to

customers of the Bank at no extra cost to the Bank. In case of Force Majeure situation, RFP Section

9.16 Force Majeure will be applicable and upheld.

3. Successful bidder agrees to ensure that all the items / products used for delivering services to the

Bank including all components are new and are using state of the art technology. Successful bidder

shall provide such proof of the new equipment (e.g. Copy of invoice etc.) to the Bank. In case of

software supplied with the system, Successful Bidder shall ensure that the same is licensed and

legally obtained with valid documentation made available to the Bank. Successful bidder shall

indemnify, protect and save the Bank against all claims, losses, costs, damages, expenses, action,

suits and other proceedings, resulting from infringement of any patent, trademarks, copyrights etc.

or such other statutory infringements under the Copyrights Act, 1957 or IT Act 2008 or any Act in

force at that time in respect of all the hardware, software and network equipment or other systems

supplied by bidder to the Bank from any source.

4. At all times during Transition / maintenance / business-as-usual running, selected bidder needs to

adhere to Bank’s required compliances vis-à-vis security, confidentiality, integrity and availability

informed by the Bank in advance / periodically and also any applicable RBI guidelines on the same

in public domain or as informed by RBI / Bank.

5. Vendor shall at least, but not limited to, provide support in terms of transition of assets and data,

training and knowledge transfer and any other support during the defined transition period. There

shall be no escalation of cost during the transition period.

10.25 Delays in Design, Implementation and Performance Guarantee

The bidder must strictly adhere to the implementation schedule, as specified in the purchase contract, executed between the Parties for performance of the obligations arising out of the purchase contract and any delay in completion of the obligations by the bidder will enable the Bank to resort to any or all of the following provided that the bidder is first given a 30 days’ written cure period to remedy the breach/delay: 1. Termination of the purchase agreement fully or partly and claim liquidated damages

2. Forfeiting of Performance Bank Guarantee / invoking Performance Bank Guarantee.

However, the Bank will have the absolute right to charge penalty and / or liquidated damages as per

RFP / contract without giving any cure period.

10.26 Publicity

Any publicity by the bidder in which the name of the Bank is to be used should be done only with the explicit written permission of the Bank.

10.27 Privacy and Security Safeguards

The Successful Bidder shall not publish or disclose in any manner, without the Bank's prior written consent, the details of any security safeguards designed, developed, or implemented by the Successful.

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Bidder under this contract or existing at any Bank location. The Successful Bidder shall develop procedures and implementation plans to ensure that IT resources leaving the control of the assigned user (such as being reassigned, removed for repair, replaced, or upgraded) are cleared of all Bank data and sensitive application software. The Successful Bidder shall also ensure that all its employees and associated staff who are involved in providing such security safeguards or part of it shall not publish or disclose in any manner, without the Bank's prior written consent, the details of any security safeguards designed, developed, or implemented by the Successful Bidder under this contract.

10.28 Confidentiality

This document contains information confidential and proprietary to the Bank. Additionally, the bidder will be exposed by virtue of the contracted activities to internal business information of the Bank, affiliates, and/or business partners. Disclosure of receipt of any part of the aforementioned information to parties not directly involved in providing the services requested could result in the disqualification of the bidder, premature termination of the contract, or legal action against the bidder for breach of trust. The information provided / which will be provided is solely for the purpose of undertaking the services effectively.

No news release, public announcement, or any other reference to this RFP or any program there under shall be made without written consent of Bank. Reproduction of this RFP, by photographic, electronic, or other means is strictly prohibited.

10.29 Adherence to Terms and Conditions

The bidders who wish to submit responses to this RFP should abide by all the terms and conditions contained in the RFP. If the responses contain any extraneous conditions put in by the respondents, such responses may be disqualified and may not be considered for the selection process.

10.30 Execution of Contract, SLA and NDA

The bidder and Bank should execute (a) Contract, which would include all the service and terms and conditions of the services to be extended as detailed herein and as may be prescribed by the Bank and (b) Non-disclosure Agreement. The bidder should execute the contract, SLA and NDA within one month from the date of acceptance of the Purchase Order.

The NDA format is enclosed as Annexure 10 - NDA Format.

10.31 Successful Bidder’s Personnel

The Successful Bidder will agree, acknowledge and covenant that:

1. The personnel to be employed by the successful Bidder for carrying out the Works have and will continue to use all the skill, care and diligence reasonably to be expected of such suitably qualified and experienced personnel having regard to the value, scale, character and quality of the Works;

2. The personnel employed shall have the necessary qualifications and skill-sets as agreed to by OBC;

3. The Successful Bidder shall have necessary stand-by arrangements available in case of absence of personnel for leave or any other reason;

4. In case of services of an existing employee of the Successful Bidder are withdrawn / terminated by the Successful Bidder, sufficient notice has to be given to OBC and a replacement of equivalent qualification should be deployed; and

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5. OBC shall have the right to require the Successful Bidder to remove any of their personnel for misconduct or any other reason specified by OBC.

10.32 Other Terms and Conditions

Bank reserves the right to:

1. Reject any and all responses received in response to the RFP

2. Waive or change any formalities, irregularities, or inconsistencies in proposal format delivery

3. Negotiate any aspect of the proposal with any bidder and negotiate with more than one bidder at

one time

4. Extend the time for submission of all proposals

5. Select the most responsive bidder (in case no bidder satisfies the eligibility criteria in totality)

6. Select the next most responsive bidder if negotiations with the bidder of choice fail to result in an

agreement within a specified time frame.

7. Share the information / clarifications provided in response to the RFP by any bidder, with any other

bidder(s) / others, in any form.

8. Cancel the RFP at any stage

9. Interview the personnel being deployed on the project

10. Conduct site visits of bidders related to proposed solution and facilities.

11. Take presentations on proposed solution of the bidders.

10.33 Substitute of Project Team Members

During the assignment, the substitution of key staff identified for the assignment will not be allowed unless such substitution becomes unavoidable to overcome delay in implementation or is critical to meet the obligation. In such circumstances, the bidder can do so only with the concurrence of the Bank by providing other staff of the same level of qualifications and expertise.

10.34 Professionalism

The bidder should provide professional, objective and impartial advice at all times and hold the Bank’s interests paramount. It should observe the highest standard of ethics while executing the assignment.

10.35 Integrity Pact

To ensure transparency, equity, and competitiveness and in compliance with the CVC guidelines, this tender shall be covered under the Integrity Pact (IP) policy of the bank. The pact essentially envisages an agreement between the prospective bidders/vendors and the bank committing the persons/officials of both the parties, not to exercise any corrupt influence on any aspect of the contract. The format of the agreement is enclosed in Annexure 14. Signing of the IP with the bank would be one of the preliminary qualification for further evaluation. In other words, entering into this pact would be one of the preliminary qualification for this tender and the pact shall be effective from the stage of invitation of bids till the complete execution of the contract. Any vendor/bidder not signed the document or refusing to sign shall be disqualified in the bidding process The Integrity Pact envisages a panel of Independent External Monitors (IEMs) to review independently

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and objectively, whether and to what extent parties have complied with their obligation under the pact. The IEM has the right to access to all the project document. Shri Salil Kumar Jha and Shri Subodh Kumar Goel shall be acting as the IEM for this contract/Tender. However, Bank at its sole discretion reserves the right to change/name another IEM, which shall be notified latter

10.36 Adherence to Laws and Standards

The bidder should adhere to laws of land and rules, regulations and guidelines prescribed by various regulatory, statutory and Government authorities which are applicable to respective business, obligations and subject matters of the contract.

Bidder must ensure that the proposed products/services are compliant to all such applicable existing regulatory guidelines of GOI / RBI and also adheres to requirements of the IT Act 2000 (including amendments in IT Act 2008) and Payment and Settlement Systems Act 2007 and amendments thereof as applicable. The bidder must submit a self-declaration to this effect.

The Bank reserves the right to conduct an audit / ongoing audit of the services provided by the bidder.

The Bank reserves the right to ascertain information from the banks and other institutions to which the bidders have rendered their services for execution of similar projects.

10.37 Authorized Signatory

The selected bidder shall indicate the authorized signatories who can discuss and correspond with the Bank, with regard to the obligations under the contract.

Requisite power of attorney/ board resolution authorizing the signatories of the bid to respond to this RFP must be submitted along with the bid. The selected bidder shall submit at the time of signing the contract, a certified copy of the extract of the resolution of its Board, authenticated by company Secretary, authorizing an official or officials of the bidder or a Power of Attorney copy to discuss or sign agreements/ contracts with the Bank. The bidder shall furnish proof of signature identification for above purposes as required by the Bank.

10.38 Applicable laws and jurisdictions

The Contract with the selected bidder shall be governed in accordance with the laws of India for the time being enforced and will be subject to the exclusive jurisdiction of Courts at Delhi (with the exclusion of all other Courts).

10.39 Collusive Conduct

Bidders and their officers, employees, agents and advisers must not engage in any collusion, anti – competitive conduct or any other similar conduct with any other bidder or any other person in relation to the preparation or lodging of responses. By submitting a signed proposal, the bidder certifies that:

1. It has arrived at the prices in its proposal without agreement or discussion with any other bidder of this RFP for the purpose of restricting competition.

2. The prices in the proposal have not been disclosed and will not be disclosed to any other bidder of this RFP.

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3. No attempt by the bidder to induce any other bidder to submit or not submit a proposal for restricting competition has occurred.

10.40 Unlawful inducements

A bidder and its respective officers, employees, agents or advisers must not have violated and must not violate any applicable laws regarding the offering of inducements in connection with the preparation of their response. Bidders and their representatives must not directly or indirectly attempt to unduly influence the outcome of the RFP process.

10.41 Conflict of Interest

The bidder shall disclose to the Bank in writing all actual and potential conflicts of interest that exist, arise or may arise (either for the bidder or the bidder’s team) in the course of performing the Service(s) as soon as practical after it becomes aware of that conflict.

10.42 Exit Management

The bidder shall promptly on the commencement of the exit management period supply to the Bank or its nominated vendors the following:

1. Information relating to the current services rendered

2. Documentation relating to Intellectual Property Rights

The bidder shall provide uninterrupted services on existing terms till an alternate solution is available.

Before the expiry of the exit management period, the current vendor shall deliver to the Bank or its nominated vendor all new or updated materials from the categories set out in point (1) above, and shall not retain any copies thereof, except that the current vendor shall be permitted to retain one copy of such materials for archival purposes only. Bidder to adhere the scope of Exit management as mentioned in the Section 5.2.7

Transfer of Agreements

On request by the Bank or its nominated vendor, the current vendor shall effect such assignments, transfers, innovations, licenses and sub-licenses in favor of the Bank or its nominated vendor, in relation to any equipment lease, maintenance or service provision agreement between existing vendor and nominated vendor, and which are related to the services and reasonably necessary for the carrying out of replacement services.

The Bank and its appointed nominees shall have the Right of Access to premises where the assets are hosted or from where services are being provisioned.

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Instructions to Bidders

11.1 Bidding process

1. The bids in response to this RFP must be submitted in two parts:

a. ‘Technical Bid’ (TB) including Confirmation of Eligibility Criteria and

b. ‘Commercial Bid’ (CB).

2. The mode of submission of Confirmation of Eligibility Criteria, Technical Bid (TB) and Commercial Bid (CB) shall be both online and offline. The bid shall be rejected, in case of only online or only offline submission.

3. One copy each of the Technical Bid including Confirmation of Eligibility Criteria (with the EMD and RFP fee if applicable) must be submitted, giving full particulars in separate sealed envelopes at the Bank’s address mentioned in the RFP, on or before the schedule given above. All envelopes should be securely sealed and stamped. The hard copy of the bid document shall be treated as final in case of any discrepancy with the soft copy.

4. Bidders are permitted to submit only one Technical Bid and relevant Commercial Bid. More than one Technical and Commercial Bid should not be submitted.

5. Receipt of the bids shall be closed as mentioned in the bid schedule. Bids received after the scheduled closing time will not be accepted by the Bank under any circumstances.

6. Earnest Money Deposit must accompany all tender offers as specified in this tender document. EMD amount / Bank Guarantee in lieu of the same should accompany the Technical Bid.

7. All Schedules, Formats, Forms and Annexures should be stamped and signed by an authorized official of the bidder’s company.

8. The bidder is expected to examine all instructions, forms, terms and conditions and technical specifications in the bidding documents. Failure to furnish all information required by the bidding documents or submission of a bid not substantially responsive to the bidding documents in every respect will be at the bidder’s risk and may result in rejection of the bid.

9. No rows or columns of the tender should be left blank. Offers with insufficient information are liable to rejection.

10. The bid should contain no interlineations, erasures or over-writings except as necessary to correct errors made by the bidder. In such cases, the person/s signing the bid should initial such corrections.

11.2 Technical Bid

The Technical bid should be complete in all respects and contain all information asked for, except prices. The Technical Bid should be complete to indicate that all products and services asked for are quoted and should give all required information. A masked copy of the original commercial offer should also be submitted with the technical bid, failing which the bid will be rejected. However, it should not contain price related information, failing which the bid will be rejected outright. The Technical Bid envelope should also include the CD containing the soft copy of the Technical bid with complete set of annexures.

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The bidder should provide a compliance statement for all the specifications of technical requirements against each item. In case any technical variance/ deviation is offered, the same must be highlighted along with the pros and cons stated in separate columns. The bank at its sole discretion may reject the bid with technical deviations/ variance. All relevant product information such as user manuals, technical specifications sheet etc. should be submitted along with the offer. Failure to submit this information along with the offer could result in disqualification of the bid. The Bank, at its discretion, may not evaluate a Technical Bid in case of non-submission or partial submission of technical details. It is mandatory to provide the technical details in the exact format of bidder’s information as explained above. The offer may not be evaluated by the bank in case of non-adherence to the format or non-submission/ partial submission of technical details per the format given in the tender. The bank will not permit changes in the technical specifications once submitted. The relevant information, printed brochure, technical specification sheets etc. should be submitted along with the offer. Failure to submit this information along with the offer could result in disqualification.

11.3 Commercial Bid

The Commercial bid should be submitted online as well as in physical only per Annexure 13 (Commercial Bill of Material) and should be without any conditions. In case there is a deviation required by the bidder on the Commercial bid format, the same should be intimated to the Bank in writing before the last date for submission of queries. The Bank reserves the right to accept or reject the alternate commercial bid format proposed by the bidder.

11.4 Submission of Bids

The Bank expects the bidders to carefully examine all instructions, terms and conditions mentioned in this RFP document before submitting its unconditional compliance as part of the RFP. Failure to furnish all information required or submission of an RFP not substantially responsive to the RFP in every respect will be at the bidder’s risk and may result in the rejection of its response.

In addition, the bid in the online mode shall be submitted by the bidder at Bank’s e-Tendering portal https://obc.eproc.in

11.5 Sealing and Marking of Bids

1. Sealed Envelope A (EMD)

Sealed envelope containing EMD / Bank Guarantee and tender fees, if not already paid, thereof and labelled accordingly

2. Sealed Envelope B (Confirmation of Eligibility Criteria) should contain:


Supporting documents for Annexure 9 Confirmation of Eligibility Criteria

Earnest Money Deposit

3 Sealed Envelope C (Technical Bid) should contain:

Formats and supporting documents for the Technical Bid

Annexure 3- Compliance certificate

Annexure 4- Proposed Bidder Profile

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Annexure 5- Confirmation of Terms & Conditions

Annexure 6- Tender Offer Cover Letter

Annexure 7- Compliance to Scope of Work

Annexure 12- Bid Undertaking Letter

Annexure 13- Masked Bill of Material

Annexure 14- Integrity Pact

Annexure 17- No Deviation Undertaking

Annexure 18 – Sizing Adequacy Letter


In case the bank has releases corrigendum for annexures, then the bidder should consider and submit the annexures published in the latest corrigendum.

4. Sealed Envelope B and C should be placed inside a master Sealed Envelope D and should be marked as Technical Bid.

5. Sealed Envelope E (Commercial Bid) should contain

Annexure 2 Commercial Compliance Certificate

Annexure 13- Bill of Material (Online and Offline)



6. Envelopes A, B, C,D and E should have the following inscriptions:

Top left corner: Contents

Top right corner: Bid Reference Number and Due Date

Centre: Address of Bank as stated below

Bottom left corner: Name, address, contact number and e-mail ID of bidder

Bids duly sealed should be submitted at the below address on or before the last Date and Time for bid submission. Department of Information Technology, Corporate Office, Plot No. 5, Sector 32, Gurugram – 122001

Any other mode of submission, e.g. by courier, fax, e-mail etc. will not be accepted

11.6 Late Bids

Any bid received after the due date and time for receipts of bids as prescribed in this RFP will be rejected and returned unopened to the bidder.

11.7 Opening of Bids

Bids received within the prescribed closing date and time will be opened in presence of bidders’ representatives who choose to attend the opening of the tender on the specified date and time as

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mentioned earlier in the tender document. The bidder’s representatives present shall sign a register of attendance and they should be authorized by their respective companies to do so. A copy of the authorization letter should be brought for the bank to verify. The bids shall be opened in 2 phases. In Phase 1, technical bid including the Confirmation of Eligibility Criteria shall be opened as per the schedule given in the RFP in presence of the bidder(s) who choose to attend the meeting at a pre-specified date and time, and sign a register evidencing their attendance. However, the Technical Bid will be evaluated only for the bidders who satisfy all the eligibility criteria. In Phase 2, Commercial Bids of only bidders who meet the Technical Evaluation cut-off shall be opened in the presence of bidders’ representatives who choose to attend, at the time, on the date, and at the place that will be communicated to them The bidders’ representatives who are present shall sign a register evidencing their attendance. Bank would notify the technically qualified bidders about the date and time of opening the commercial bids. The bidders’ names, bid modifications or withdrawals, bid prices, discounts, and the presence or absence of the requisite bid security and such other details as the Bank, at its discretion, may consider appropriate, will be announced at the Commercial Bid opening. Bank reserves the right to take the services of any one or more external agencies for total evaluation of the proposal submitted by the bidder. However, the final decisive parameters would be at the sole discretion of the Bank and the Bank is not liable to disclose either the criteria or the evaluation report/reasoning to the bidder(s).

11.8 Proposal Modification

No additions or changes to any bidder's proposal will be allowed after the deadline for bidders to submit their proposals, unless such modification is specifically requested by OBC.

11.9 Clarification of Bids

During the bid evaluation, the Bank may, at its discretion, ask the bidders for clarifications with respect to their bids. The request for clarification and the response shall be in writing, and no change in the price or substance of the bid shall be sought, offered or permitted. Bank has the right to disqualify the bidder(s) whose clarifications are found not suitable for the requirement according to the scope of the work.

11.10 Result Notification

All bidders will be communicated of any decision made with respect to their RFP response as soon as practical. OBC will not be obliged to provide reasons for acceptance/ rejection of any response.

11.11 Cost of Responses

OBC will not be liable for any costs or expenses incurred by the bidders arising in any way from the preparation and submission of the RFP response and any matter concerning the RFP is to be at the bidder’s sole risk, cost and expense.

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11.12 Precedence of Documents

1. If there is any discrepancy the hard copy of the bid document shall be treated as final in case of any discrepancy with the soft copy.

2. These terms and conditions of this RFP will prevail over any further terms that the bidder may include in its response or otherwise provide to OBC, and any such further terms will be of no force or effect.

11.13 Evaluation Criteria

11.13.1 General Evaluation Criteria

The bids will be examined by the Bank to determine whether they are complete and whether required bid security has been furnished. A bid determined as not substantially responsive will be rejected. Bank may waive off any minor infirmity or non-conformity or irregularity in a bid(i.e. technical bid or Price bid), which does not constitute a material deviation, provided such a waiving does not prejudice or affect the relative ranking of any bidder.

Bank will scrutinize the offers to determine whether they are complete, any errors have been made in the offer, required technical documentation has been furnished, documents have been properly signed, items are quoted as per the schedule, eligibility criteria have been met, required EMD has been furnished and the bid(s) is/are generally in order. Correction of errors shall be done by the Bank as detailed in the clause “Corrections of Errors” of this RFP. If the bidder does not accept the correction of the errors, its bid will be rejected, and its bid security may be forfeited The Bank may waive any minor informality, non-conformity, or irregularity in a bid which does not constitute a material deviation, provided such waiver does not prejudice or affect the relative ranking of any bidder. Prior to the detailed evaluation, the Bank will determine the substantial responsiveness of each bid to the bidding documents. For purposes of these Clauses, a substantially responsive bid is one that conforms to all the terms and conditions of the Bidding Documents without material deviations. Bank reserves the right to visit any site and/or take presentations of the bidders, as part of the evaluation in accordance with the responses given for the identified requirements. This entire exercise has to be carried out by the bidders at their own cost. Any effort on the part of bidder to influence bid evaluation process or award of contract may result in the rejection of the bid

11.13.2 Eligibility Criteria

The eligibility criteria evaluation will be as stated in Section 7.1.

11.13.3 Technical Bid evaluation Criteria

The technical evaluation will be as stated in Section 7.2.

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11.13.4 Commercial bid evaluation Criteria

The commercial evaluation will be as stated in Section 7.3.

11.14 Address for Communication

Point of Contact General Manager (IT)

Address Oriental Bank of Commerce Department of Information Technology Plot No. 5, Institutional Area, Sector-32, Gurugram, Haryana- 122001

Email ID [email protected]

11.15 No commitment to accept lowest or any bid

The Bank shall be under no obligation to accept the lowest or any other offer received in response to this tender notice and shall be entitled to reject any or all offers including those received late or incomplete. Bank reserves the right to make changes in the terms and conditions of purchase. Bank will be under no obligation to have discussions with any bidder, and/or entertain any representation.

11.16 Correction of Errors

Bidders are advised to exercise greatest care in entering the pricing figures. No corrigenda or requests for prices to be corrected will be entertained after the bids are opened. If there are any corrections in the bid document, the authorized signatory should initial them all, failing which the figures for such item shall not be considered. Discrepancies in bids will be corrected as follows: 1 Where there is a discrepancy between the amounts in figures and in words, the amount in words

shall prevail 2 Where there is a discrepancy between the unit rate and the line item total resulting from

multiplying the unit rate by the quantity, the unit rate will govern unless, in the opinion of Bank, there is an obvious error such as a misplacement of a decimal point, in which case the line item total will prevail

3 Where there is a discrepancy between the amount mentioned in the bid and the line item total present in the schedule of prices, the amount obtained on totaling the line items in the Bill of Materials will prevail

4 The amount stated in the correction form, adjusted in accordance with the above procedure, shall be considered as binding, unless it causes the overall price to rise, in which case the bid price shall prevail

5 Based on the Bank’s requirements as listed in this document, the bidder should identify and offer the best-suited solution / bill of material for the product that would meet the Bank’s requirements and quote for the same.

11.17 Non-Transferable tender

This tender document is not transferable. Only the bidder who has purchased this tender form is entitled to quote.

11.18 Soft Copy of Tender Document

The soft copy of the tender document will be made available on the Bank’s website. The softcopy of the

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tender document will not consist of all the annexures. The bidders who are interest to participate in the tender are required to purchase the hardcopy/Softcopy of the complete RFP document including the annexures from the bank’s DIT, Corporate Office, Gurugram. The bidders are required to pay the non-refundable fee of ₹ 10,000/- by way of a demand draft in favour of the Bank payable at Gurugram. The bidder is advised to check the contents of the downloaded copy for correctness against the printed copy of the tender document. The printed copy of the tender document shall be treated as correct and final, in case of any errors or discrepancies in the soft copy.

11.19 Bid validity period

The offer should hold good for a period of 180 days from the last date of bid submission.

11.20 Addenda/Corrigendum

1. OBC may issue an Addendum/Corrigendum from time to time and at any time prior to the Closing Date.

2. An Addendum/Corrigendum may be issued to clarify the RFP or to effect modifications to the RFP, including the Scope of Work and SLAs. Each Addendum / Corrigendum upon issue will form part of this RFP.

3. To the extent there is any inconsistency between an Addendum/Corrigendum and this RFP, the Addendum/Corrigendum will prevail and if between two or more Addenda/Corrigendum, the last issued Addendum/Corrigendum will prevail.

11.21 Pre bid meeting

For clarification of doubts of the bidders on issues related to this RFP, the Bank intends to hold a Pre-Bid Meeting on the date and time as indicated in the RFP.

For any clarification with respect to this RFP, the bidder may send an email to [email protected]. The format to be used for seeking clarification is mentioned in Annexure 11 (Pre-bid Query Format). It may be noted that all queries, clarifications, questions etc., relating to this RFP, technical or otherwise, must be in writing only and should be to the designated e-mail ID as stated earlier.

Written requests for clarification may be submitted to the Bank as per the schedule mentioned in the RFP document prior to pre-bid meeting and clarifications for such queries shall be provided by Bank or its representative in the meeting. It may be noted that no queries of any bidder shall be entertained after the last date for submission of queries via e-mail. Only two authorized representatives of the bidders who have purchased the RFP will be allowed to attend the meeting. Bank may or may not respond to all the queries of the bidder.

11.22 Award of Contract

OBC reserves the sole right to reject or accept any and all quotations, whether solicited or unsolicited, or to negotiate separately with any Bidder in any manner deemed necessary at its sole discretion. This right includes award of a contract for only part of the scope of work. OBC reserves the right to waive infirmities and minor irregularities in RFP Responses received and to accept any portion of a response or all items bid or to accept modifications to any RFP Response. The bank may award the contract to a single vendor or award only a part of the scope to a vendor.

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11.23 Rejection of Bids

The Bank reserves the right to reject any or all the bids or scrap the bidding process at any stage without assigning any reason. The Earnest Money Deposits in such event will be returned by the Bank. However, the participation fee will not be refunded.

11.24 Awards of Contract

Following evaluation, a contract may be awarded to the bidder whose bid meets the requirements of this RFP and provides the best value to the Bank from a techno-functional and commercial point of view. The Bank reserves the right to award the contract in whole or in part.

The acceptance of the bid, subject to contract, will be communicated by way of placing a purchase order in writing at the address supplied by the bidder in the bid document. Any change of address of the bidder should therefore be notified promptly to the General Manager (IT) at the address given in this RFP.

11.25 Signing of Contract

The Successful Bidder (s) shall be required to enter into a contract with Bank, within thirty (30) days of the award of the work or within such extended period, as may be specified by Bank. The Contract will be based on this RFP document, Purchase Order and the corrigendum. However, if any new Terms & conditions are proposed by the bank, the same shall be discussed & mutually agreed. However the terms and conditions of purchase order and RFP shall constitute a binding contract till such a contract is issued.

11.26 Legal Compliance

1. The Successful Bidder hereto agrees that it shall comply with all applicable union, state and local laws, ordinances, regulations and codes in performing its obligations hereunder, including the procurement of license, permits and certificates and payment of taxes where required. If at any time during the term of this agreement, the Bank is informed or information comes to the Bank's attention that the Successful bidder is or may be in violation of any law, ordinance, regulation, or code (or if it is so decreed or adjudged by any court, tribunal or other authority), the Bank shall be entitled to terminate this agreement with immediate effect

2. The Successful bidder shall maintain all proper records, particularly but without limitation accounting records, required by any law, code, practice or corporate policy applicable to it from time to time including records, returns and applicable documents under the Labor Legislation

3. The Successful bidder shall ensure payment of minimum wages to persons engaged by it as fixed from time to time under the Minimum Wages Act, 1948. In case the same is not paid, the liability under the act shall solely rest with the Successful Bidder.

11.27 Governing Law and Resolution of dispute

All disputes, claims or differences arising out of or in connection with the execution, interpretation and

performance of this Agreement arising between the Dimension Data & Bank out of or in relation to the

construction, meaning and operation of effect of the contract or breach thereof shall be settled

amicably. If however, the parties fail to resolve the dispute, claims or differences within a period of 30

(thirty) days from the dispute being referred to them, such dispute, claim or differences shall be

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referred to a court of having competent jurisdiction by either of the party. Any court of competent

jurisdiction located in New Delhi shall have exclusive jurisdiction for adjudication of the dispute.

The laws applicable to this contract shall be the laws in force in New Delhi, India. The contract shall be governed by and interpreted in accordance with Indian law.

11.28 Amendment to Contract

No variation in or modification of the conditions of the contract shall be made except by written amendment signed by the parties.

11.29 Correspondence and Notices

Any correspondence or notice from one party to another under the terms of the contract shall be served by Fax or by hand and confirmed in writing to the party’s address. A notice shall be effective from the date when delivered.

11.30 Business Rules for Reverse Auction

11.30.1 Applicability

1. Reverse auctions are carried out under the framework of rules that are called Business Rules.

2. All bidders participating in reverse auction shall understand/accept and give an undertaking for

compliance with the same to the Bank in the prescribed format Annexure 15- Compliance

Statement for Reverse Auction.

3. Any bidder not willing to submit such an undertaking shall be disqualified for further

participation in the e-procurement process in question.

11.30.2 Service Provider’s Roles and Responsibilities

1. 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.

2. 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.

3. 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 the Reverse Auction.

4. 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.

5. The service provider shall also archive the data pertaining to the Reverse Auction for a minimum period of 3 years.

6. Service provider/ auctioneer is responsible for conduct of adequate training to all technically qualified bidders representing the reverse auction and bidding process.

7. Whenever 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.

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8. Authorized representative of the bidder name in the authorization letter given by the vendor shall be given unique user name, password by the service provider/ auctioneer.

9. Each bidder shall change the password and edit the information in the registration page after receipt of initial password.

10. 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.

11. 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.

12. Every successive bid by the bidder/ vendor being decremental bidding shall replace the earlier bid automatically and the final bid as per the time and log-in ID shall prevail over the earlier bids.

13. 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.

11.30.3 Copy of Business Rules

1. 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.

2. 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 bidding.

11.30.4 Compliance/Confirmation from Bidder

The bidders participating in reverse auction shall submit the following documents duly signed by the same Competent Authority who signs the offer document in response to the RFP: 1. Acceptance of Business Rules for Reverse Auction and undertaking as per format in Annexure 15-

Compliance Statement for Reverse Auction.

2. Agreement between bidder and vendor supporting the reverse auction. (This format will be given

by the OEM prior to Reverse Auction.)

3. Letter of authority authorizing the official/s to take part in Reverse Auction as per format in

Annexure 15- Compliance Statement for Reverse Auction.

11.30.5 Training to bidders

1. The Bank will facilitate training for participation in reverse auction either on its own or through

the service provider for the reverse auction.

2. On request where necessary, the Bank/service provider may also conduct a ‘mock reverse

auction’ to familiarize the bidders with reverse auction process.

3. Any 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 request / complaint / grievance later.

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4. Each bidder shall participate in the training at his / their own cost

5. The venue, date, time etc. for training in reverse auction shall be advised at the appropriate

time.

6. 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 bidder.

11.30.6 Date/time of reverse auction

1. The date and time of commencement of reverse auction as also duration of ‘Reverse Auction

Time’ shall be communicated at least 4 working Days prior to such auction date.

2. 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 bidders the ‘postponement’ prior to commencement of such

‘Reverse Auction’.

11.30.7 Conduct of Reverse Auction

1. The reverse auction shall be conducted on a specific web portal meant for this purpose.

2. The reverse auction may be conducted by the bank itself or through a service provider

specifically identified/appointed/empanelled by the bank.

11.30.8 Proxy Bid

1. Through proxy bid provision in the reverse auction process the bidder can feed in the system

directly in strict confidence the initial quote and the lowest bid amount up to which it intends to

quote. The system automatically will keep his quote decreasing by specified decremented

amount as soon as some other bidder quotes amount lower than proxy bidder’s last quote. This

obviates the need for him participating in the bidding process until the proxy bid amount is

decremented reached by other bidders.

2. When proxy bid amount is reached, the bidder has an option to revise the proxy bid amount or

he can prefer to start participating in bidding process.

3. The service provider will clarify the proxy bidding in detail during training.

11.30.9 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.

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11.30.10 Masking of Names

1. Names of bidders shall be masked in the Reverse Auction process and bidders will be given

suitable dummy names.

2. 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.

11.30.11 Start Price

Reverse Auction process shall commence at and after electronically loading the “START-UP PRICE” on the

basis of lowest TCO arrived at after evaluation of commercial bids or lesser than the lowest TCO arrived as

evaluated by the Bank. The Bidder shall start the reverse auction at the START-UP-PRICE

11.30.12 Decremented Bid Value

1. The bidders shall be able to bid only at a specified decrement value or multiple thereof and not at

any other fractions. The Bid decrement value for each line item or for composite value shall be

decided by the Competent Authority depending upon the nature and the value of equipment being

procured.

2. For the sake of convenience of bidders, the web portal shall display the next possible decremented

value of bid. It is not, however, obligatory on the part of bidders 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.)

11.30.13 Reverse Auction Process

1. 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 or in multiple Reverse

Auctions by splitting the items of bill of material in different lots.

2. The Bank shall however, be entitled to cancel the 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

3. The successful bidder shall be obliged to provide a Bill of Material at the last bid price at the close

of auction.

11.30.14 Changes in Business Rules

1. Any change in Business Rules as may become emergent and based on the experience gained may

be made by the Bank

2. Any/ all changes made in Business Rules shall be uploaded in the Website of the Bank

www.obcindia.co.in immediately.

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3. If any reverse auction process has commenced and a change is made in Business Rules, it shall be

informed immediately to each bidder participating in the Reverse Auction and his concurrence to/

acceptance of the change shall be obtained in writing by the Bank.

11.30.15 Don’ts applicable to the Bidders

1. No bidder 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 bidders concerned from the e-Procurement process

2. 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.

3. 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. at bidders’ place. (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.)

11.30.16 Errors and omissions

1. On any issue or area of material concern respecting e-Procurement not specifically dealt with in

these Business Rules, the decision of the bank shall be final and binding on all concerned.

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GLOSSARY OF TERMS

Abbreviation/Acronym Expansion

AMC Annual Maintenance Contract ASCII American Standard Code for Information Interchange ATM Automated Teller Machine ATS Annual Technical Support BCP Business Continuity Planning BFSI Banking, Financial Services and Insurance BI Business Intelligence BOD Beginning of Day CA Current Account CBS Core Banking Solution CD Compact Disc CDC Change Data Capture CMMI Capability Maturity Model Integration COBIT Control Objectives for Information and Related Technology CPU Central Processing Unit CRM Customer Relationship Management CRUD Create, Read, Update, Delete CSV Comma Separated Values CVC Central Vigilance Commission DB Database DBA Database Administrator DBMS Database Management System DC Data Centre DR Disaster Recovery Centre DVD Digital Versatile Disc EIS Executive Information System EMD Earnest Money Deposit EMS Enterprise Monitoring System EOD End of Day FM Facilities Management FRSM Functional Requirements Specification Manual GUI Graphical User Interface HO Head Office HTML Hyper Text Mark-up Language HTTP Hyper Text Transfer Protocol IBA Indian Banks’ Association ID Identity INR Indian Rupee IP Intellectual Property IPR Intellectual Property Right ISO International Organization for Standards ISSP Information Systems Security Policies IT Information Technology ITIL Information Technology Infrastructure Library

LAN Local Area Network LD Liquidated Damages

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Abbreviation/Acronym Expansion

LDM Logical Data Model LTO Linear Tape-Open MAC Move, Add and Change MDM Master Data Management MIS Management Information System MS Microsoft MTBF Mean Time Between Failures NEFT National Electronic Fund Transfer NHB National Housing Bank NIC Network Interface Card NPA Non-Performing Asset NRI Non-Resident Indian ODS Operational Data Store OEM Original Equipment Manufacturer OS Operating System PAN Permanent Account Number PC Personal Computer PDF Portable Document Format PDM Physical Data Model PM Preventive Maintenance PO Purchase Order PSE Public Sector Enterprise PSU Public Sector Undertaking POD Proof of Delivery RACI Responsibility Assignment Matrix - Responsible, Accountable,

Consulted, Informed RAS Reliability, Availability, and Serviceability RBI Reserve Bank of India RDBMS Relational Database Management System RFP Request for Proposal ROI Return on Investment RTO Recovery Time Objective SAN Storage Area Network BIDDER System Integrator SIT System Integration Testing SLA Service Level Agreement SME Small and Medium Enterprise/ Subject Matter Expert as relevant to the

context. SQL Structured Query Language

SW Software TCO Total Cost of Ownership TDS Tax Deductible at Source UAT User Acceptance Testing UPS Uninterrupted Power Supply

WAN Wide Area Network

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11. ANNEXURES

Annexure 1: Bank Guarantee Performa for Earnest Money Deposit (EMD)

(To be stamped in accordance with stamp act)

Date: Bank Guarantee No.: Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurugram – 122 001 Dear Sirs, In accordance with your proposal reference no. ______________________________ dated _______________ M/s______________________________________ having its registered office at ______________________ ________________________ herein after called ‘bidder’) wish to participate in the said proposal for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years Project at Oriental Bank of Commerce having its Head Office at Plot No. 5, Sector -32, Institutional Area, Gurugram- 122001. An irrevocable Financial Bank Guarantee (issued by a nationalized / scheduled commercial Bank) against Earnest Money Deposit amounting to Rupees __________, Rupees (in words)___________valid up to __________ is required to be submitted by the bidder, as a condition for participation in the said bid, which amount is liable to be forfeited on happening of any contingencies mentioned in the proposal document. M/s_________________________________ having its registered office at ______________ has undertaken in pursuance of their offer to Oriental Bank of Commerce _____________________________________ (hereinafter called as the beneficiary) dated __________ has expressed its intention to participate in the said proposal and in terms thereof has approached us and requested us ___________________________ Bank________________________ to issue an irrevocable financial Bank Guarantee against Earnest Money Deposit amounting to Rupees ________valid up to _______________. We, the ________________________ Bank at _______________________having our Head office at ____________________therefore Guarantee and undertake to pay immediately on first written demand by Oriental Bank of Commerce, the amount of Rupees _________________ Rupees___________________________________________________________________________________ __________________________________________________ without any reservation, protest, demur and recourse in case the bidder fails to comply with any condition of the proposal or any default in violation against the terms of the bid, without the beneficiary needing to prove or demonstrate reasons for its such demand. Any such demand made by said beneficiary shall be conclusive and binding on us irrespective of any dispute or difference raised by the bidder. This guarantee shall be irrevocable and shall remain valid up to _______________. If any further extension of this Guarantee is

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required, the same shall be extended to such required period (not exceeding one year) on receiving instructions in writing, from (______________________________________) on whose behalf guarantee is issued. In witness whereof the Bank, through its authorized officer has set its hand stamped on this _____________ Day of ______________2018 at __________________ Signed, sealed and delivered by Mr. ……… For and on behalf of the Guarantor to do so and to affix the seal of the Bank, in the presence of.

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Annexure 2: Commercial Compliance Certificate

<To be submitted on bidder’s letterhead>

RFP No: OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 Date: XX/XX/2018

To,

General Manager Department of Information Technology, Head Office Oriental Bank of Commerce Plot No. 5, Institutional Area, Sector-32 Gurugram- 122001

Dear Sir,

Having examined the Bidding Documents the receipt of which is hereby duly acknowledged, we, the undersigned, offer to supply and work as vendors as mentioned in the RFP document & in conformity with the said bidding documents for the same.

I / We undertake that the prices are in conformity with the specifications prescribed.

I / We agree to abide by this bid for a period of 180 (One hundred and Eighty only) days from the last date of bid submission and it shall remain binding upon us and may be accepted by the Bank, any time before the expiry of this period.

Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof and your notification of award shall constitute a binding Contract between us.

I / We understand that you are not bound to accept the lowest or any bid you may receive.

I / We agree to the terms & conditions mentioned in the Tender document.

Terms & Conditions:

The price would be inclusive of all applicable taxes under the Indian law like customs duty, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable GST, which shall be paid / reimbursed on actual basis on production of bills with GSTIN. Any increase in GST will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market conditions, increase in custom duty. The bank will not pay any out of pocket expense.

Further, we confirm that we will abide by all the terms and conditions mentioned in the Request for Proposal document.

Fee is payable only on actual availing of services and no minimum or fixed fees are payable. Place: Date: Seal & Signature of the Bidder ------------------------------------------------------------------------------------------------------------------------------

Note:

The Vendor will have to work as per the timing of the Bank

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Annexure 3: Compliance Certificate


RFP No: OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 Date: XX/XX/2018

To,


Dear Sir,

Ref: - RFP no. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years.

1. Having examined the RFP including all annexure, the receipt of which is hereby duly acknowledged,

we, the undersigned offer to Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years in conformity with the said RFP and in accordance with our proposal and the schedule of Prices indicated in the commercial bill of material and made part of this RFP.

2. We confirm that this offer is valid for 180 days from the last date of bid submission.

3. This Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us.

4. We undertake that in competing for and if the award is made to us, in executing the subject Contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”.

5. We agree that the Bank is not bound to accept the lowest or any Bid that the Bank may receive.

6. We have not been black-listed by any Public Sector Bank, RBI/ NHB, any PSU or IBA at the time of submission of bid.

Signed: Dated: Phone No.: Fax: E-mail: Seal & Signature of the bidder

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Annexure 4: Proposed Bidder Profile

S. No Particulars Details to be furnished by the bidders

1 Names and designations of the persons authorized to make commitments to the Bank

2 Previous Banks where the vendor was associated for similar type of services

3 Duration of vendor association with that Bank

4 No. of years of experience

5 Proposed OEMs

6 Proposed partners/sub-contractors, of any

We hereby acknowledge that the information provided by us is true and to the Best of our Knowledge Place: Date: Seal and signature of the bidder

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Annexure 5: Confirmation of Terms and Conditions


To,


Dear Sir,

Sub: Request for Proposal (RFP # OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years.

Further to our proposal dated ______________, in response to the Request for Proposal for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years (hereinafter referred to as “RFP”) issued by Oriental Bank of Commerce (OBC) we hereby covenant, warrant and confirm as follows:

We hereby agree to comply with all the terms and conditions / stipulations as contained in the RFP and the related addendums and other documents including the changes made to the original tender documents issued by the Bank. By responding to the RFP, we agree that we have submitted a no deviation bid which is in adherence to the requirements, scope, SLAs, payment terms, project timelines, terms and conditions etc. stated in the RFP including all corrigendum/amendment floated by Oriental Bank of Commerce pertaining to its Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years RFP. Any assumption or exclusion submitted by us in the proposal which are contradictory to the RFP stands null and void. OBC is not bound by any other extraneous matters, assumptions, exclusions or deviations, even if mentioned by us elsewhere either in our proposal or any subsequent deviations sought by us, whether orally or in writing, and the Bank’s decision not to accept any such extraneous conditions and deviations will be final and binding on us. Yours faithfully, Authorized Signatory Designation Bidder’s name

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Annexure 6: Tender Offer Cover Letter


RFP Reference No. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 Date: XX/XX/2018

To,

General Manager Department of Information Technology, Head Office Oriental Bank of Commerce Plot No. 5, Institutional Area, Sector-32 Gurugram- 122001 Having examined the tender documents including all annexure and forms the receipt of which is hereby duly acknowledged, we, the undersigned, offer to Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years to Bank as mentioned in RFP document in conformity with the said tender documents in accordance with the Commercial bid and made part of this tender.

We understand that the RFP provides generic specifications about all the items and it has not been prepared by keeping in view any specific bidder.

If our tender offer is accepted, we will furnish an unconditional and irrevocable Performance Bank Guarantee (PBG) for 10% of the total project cost for 5 years and valid for 66 months including claim period of 6 (six) months, validity starting from its date of issuance. The PBG shall be submitted within 15 days of the PO acceptance by the Bidder.

We agree to abide by this tender offer till 180 days from the last date of bid submission and our offer shall remain binding upon us and may be accepted by the Bank any time before the expiration of that period.

Until a formal contract is prepared and executed, this tender offer, together with the Bank’s written acceptance thereof and the Bank’s notification of award, shall constitute a binding contract between us.

We understand that the Bank is not bound to accept the lowest or any offer the Bank may receive.

Dated this __________________day of __________2018 Signature: __________________________________

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Annexure 7: Technical and Functional Specification

The format for Functional and Technical Requirements is attached separately as a file “Annexure 7- Functional and Technical Requirements” with the hard copy of the RFP document.

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Annexure 8: Performance Bank Guarantee Format

(To be stamped in accordance with stamp act)

Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurugram – 122 001 In consideration of Oriental Bank of Commerce (hereinafter called “the said Purchaser”) having its office at the aforesaid address, having agreed to purchase/engage ________________ from _____________________ having its office at ___________________ (hereinafter called “the said Supplier/Vendor/Contractor)” under the terms and conditions of an Agreement dated ______ (hereinafter called “the said Agreement”). Towards the security for the due fulfilment of the terms and conditions contained in the said Agreement, it has been agreed by the said Supplier/Vendor/Contractor that he shall provide a Bank Guarantee for _______ (Rupees ________ only). We ____________ (indicate the name of the Bank) (hereinafter referred to as “the Bank”) at the request of _______________ (Supplier/Vendor/Contractor) do hereby undertake and guarantee to pay to the Purchaser an amount not exceeding Rupees ________ (either in lump sum or in parts) against any loss or damage claimed by the said purchaser to have been caused to or suffered or would be caused to or suffered by the Purchaser stated by the said purchaser to be the reason of any breach by the said Supplier/Vendor/Contractor(s) of any of the terms or conditions contained in the said Agreement. Unless repugnant to the context or meaning thereof, expressions, Purchaser, Supplier/Vendor/Contractor, Bank shall mean and include their heirs, representatives, successors, executors, administrators, assigns, etc., as may be applicable,

1 The Bank does hereby undertake to pay the amount(s) due and payable under the guarantee without any demur, merely on a demand from the Purchaser stating that the amount(s) claimed is/are due by way of loss or damage caused to or would be caused to or suffered by the Purchaser by reason of breach by the said Supplier/Vendor/Contractor(s) of any of the terms or conditions contained in the said Agreement or by reason of the Supplier/Vendor/Contractor(s) failure to perform its obligations under the said Agreement. Any such demand made by the Purchaser on the Bank shall be conclusive as regards the amount(s) due and payable by the Bank under this guarantee, whether made in one go or in parts. However, Bank’s liability under this guarantee shall in totality be restricted to an amount not exceeding Rupees _________, whether or not invoked or if invoked, in part or otherwise. 2 The Bank undertakes to pay the Purchaser any money so demanded notwithstanding any dispute or disputes raised by the Supplier/Vendor/Contractor(s) or any suit or proceedings pending before any Court or Tribunal relating thereto, unless there is a stay granted by the court or tribunal on such payment. Thereby meaning that Bank’s liability under the present guarantee shall be absolute and unequivocal in any circumstances what so ever, if called upon to pay by the Purchaser. However our liability shall not exceed in Rupees ___________ (in words)

3 The Bank further agrees that the guarantee herein contained shall remain in full force and effect during the period that would be taken for the performance of the said Agreement and that it shall continue to be enforceable till all the dues and or advances made by the Purchaser under or by virtue

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of the said Agreement have been fully paid and its claims satisfied or discharged or till _________, the Purchaser certifies in writing that the terms and conditions of the said Agreement have been fully and properly carried out by the said Supplier/Vendor/Contractor(s) and accordingly the Purchaser discharges this guarantee, either in writing or by returning the Original Guarantee Bond or till its expiry whichever is earlier to the Bank. 4 The Bank before the release of the Bank Guarantee Bond in original by the purchaser and before the expiry of this guarantee, as per clause 3 of this Guarantee Bond, may renew this guarantee for the same period as was initially requested upon for this guarantee or for any shorter period, at the option of the purchaser, under intimation to the vendor.

5 The Bank further agrees with the Purchaser that the Purchaser shall have the fullest liberty without Bank’s or Supplier/Vendor/Contractor(s) consent and without affecting in any manner Bank’s obligations hereunder to vary any of the terms and conditions of the said Agreement or to extend time of performance by the said Supplier/Vendor/Contractor(s) from time to time or to postpone for any time or from time to time any of the powers exercisable by the Purchaser against the said Supplier/Vendor/Contractor(s) and to forbear or enforce any of the terms and conditions relating to the said agreement and the Bank shall not be relieved from its liability by reason of any such variation, or extension being granted to the said Supplier/Vendor/Contractor(s) or for any forbearance, act or omission on the part of the Purchaser or any indulgence by the Purchaser to the said Supplier/Vendor/Contractor(s) or by any such matter or thing whatsoever which under the law relating to sureties would, but for this provision, have effect of so relieving the Bank, in any manner what so ever.

6 This guarantee will not be discharged during its currency due to the change in the constitution of either the Bank or the Purchaser or the Supplier/Vendor/Contractor(s), in any manner what so ever.

7 The Bank lastly undertakes not to revoke this guarantee during its currency or extensions thereof, except with the previous consent of the Purchaser, in writing or otherwise than as is provided in this Guarantee.

8 The Bank also agrees that the Purchaser at its option shall be entitled to enforce this Guarantee against the Bank as its principal debtor in first instance without proceeding against the said Supplier/Vendor/Contractor(s), and notwithstanding any security or other guarantees that the Purchaser may have in relation to or in relation to the Supplier/Vendor/Contractor(s) liabilities from time to time, as this guarantee constitutes a separate, distinct and independent contract between the Bank and the Purchaser.

9 Any officer of the Purchaser of the rank of Senior Manager or above, duly authorized in this regard, shall be competent to issue demand/notice or to issue any appropriate instructions, as the circumstances may warrant, to the Bank under this Guarantee, which the Bank shall have to comply immediately and forthwith, without raising any dispute or question/s in regard there to, in any manner what so ever.

Notwithstanding anything contained hereinabove:

1 The liability of the Bank under the guarantee shall not exceed Rupees __________ (in words).

2 This Bank Guarantee shall be valid either till _________ or till the issue of a fresh Bank Guarantee to the Purchaser with an extended period in lieu thereof or till the Purchaser certifies in writing that the terms and conditions of the said Agreement have been fully and properly carried out by the said Supplier/Vendor/Contractor(s) and accordingly the Purchaser discharges this guarantee, in writing and

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by returning the Original Guarantee Bond to the Bank.

3 The Bank before the release of the Guarantee Bond in Original by the purchaser and before the expiry of this guarantee may at its option renew this guarantee for the same period as was initially agreed upon for this guarantee or any shorter period, at the option of the purchaser, under intimation to the vendor.

4 The Bank is liable to consider any notice for invocation of Bank Guarantee as a default by the Supplier/Vendor/Contractor(s) and shall be under an obligation to pay to the Purchaser the entire amount of Guarantee or any part thereof under this Bank Guarantee only and only if the

Purchaser serves upon the Bank a written claim or demand before the expiry of either the Bank Guarantee or any extended period/s under this Bank Guarantee, as the case may be.

Notwithstanding anything contained herein our liability under this Bank guarantee shall not exceed rupees .................../- (Rupees ....................................... Only) This Bank guarantee shall be valid up to ............................ and we are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only and only if you serve upon us a written claim or demand on or before.............................

This guarantee will be returned to us as soon as the purpose for which it is issued is fulfilled.

Dated the ________ day of _________.

SIGNED AND DELIVERED BY

The within named Guarantor,

______________________, by the hand of Shri.__________, its authorized official.

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Annexure 9: Confirmation of Eligibility

The Bidder needs to comply with all the eligibility criteria mentioned below to be evaluated in Eligibility

bid evaluation phase. Non-compliance to any of these criteria would result in outright rejection of the

Bidder’s proposal. The Bidder is expected to provide proof for each of the points for eligibility

evaluation criteria. Any credential detail not accompanied by required relevant proof documents will

not be considered for evaluation. All credential letters should be appropriately bound, labelled and

segregated in the respective areas. There is no restriction on the number of credentials a Bidder can

provide.

The decision of the Bank would be final and binding on all the Bidders to this document. OBC may

accept or reject an offer without assigning any reason what so ever.

Criteria for Eligibility Compliance are given in below table:

S.no Information Required Supporting Documents

1 The bidder should be a Government Organization/ PSU/ PSE /Public/ Private Limited Company under companies Act, 1956 India or later.

Certificate of Incorporation

2 The bidder should have been in existence for a minimum period of 5 years in India.

Certificate of Incorporation

3 The bidder should have a minimum turnover of INR 500 crores per annum during last three financial years in India.

1. Audited financial statements for the FY 2014-15, 2015-16 and 2016-17. AND

2. Certificate from bidder’s statutory auditor.

4 The bidder should be a profit making entity with respect to operations in India in the last three financial year.

1. Audited financial statements for the FY 2014-15, 2015-16 and 2016-17.

AND 2. Certificate from bidder’s

statutory auditor.

5 The bidder should have a positive net worth of minimum Rs 100 Crores in the last three financial years in India. Net worth is to be calculated as follows: Capital Funds (Paid up equity capital + Paid up preference shares + Free reserves) – (Accumulated balance of loss + Balance of deferred revenue expenditure + Other intangible assets)

1. Audited financial statements for the financial years FY 2014-15, 2015-16 and 2016-17 AND

2. Certificate from bidder’s Statutory Auditor.

The certificate from bidder’s Statutory Auditor provided in this regard should be without any riders or qualification.

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6 Bidder/OEMs should have service/support

infrastructures at Mumbai, Bangalore and the

major centers where the Banks's reginal

offices / branches have presence and should

be able to provide efficient and effective

support.

Self-Declaration on Bidder’s Letter head signed by authorized signatory

7 The bidder should not have been black-listed

by any Public Sector Bank, RBI/NHB or IBA,

any government organization. Bidder must

certify to that effect.

Self-Declaration on Bidder’s Letter head signed by authorized signatory

8 The bidder shall be the certified or

authorized agent / reseller / partner of the

solution offered for the past one year or the

OEM of the solution offered

Letter from the each solution owner authorizing the bidder to participate in the RFP.

9 Bidder should have successfully completed at

least one end-to-end implementation of

Finacle Core Banking Solution in last 10 years

for one schedule commercial bank in India

having 1000 branches

Relevant Credential letters OR Purchase Order with the Bank’s confirmation on having executed the PO to satisfaction

10 Bidder should have at least 10 trained

resources with experience in implementation

of Finacle Core Banking Solution and

integration of Finacle with peripheral

systems. The Bank has a right to interview

and reject resources deployed by the Bidder

The necessary profiles needs to be provided in the format mentioned in Annexure 23

11 The bidder must be ISO 9001-2015 or CMMI

level 5 Certified Company and the certificate

should be valid as on date of bid submission

Certification copy needs to be provided

12 Bidder Should have experience in Customizing the Finacle Core Banking Solution for at least one` scheduled commercial bank in India with minimum 1000 branches


13 Bidder Should have had experience in Managing (L1 and L2 support) the Finacle Core Banking Solution for at least one scheduled commercial bank in India with minimum 1000 branches.


14 The bidder should have back lining Agreement with OEM, which is mandatory and it should be as per role of OEM defined in the RFP for all the solutions proposed in the RFP

Back lining agreement copy need to be submitted

OEM’s Experience

1 The OEM of Proposed Integrated Payment

Hub and Application Integration Solution

should not have been black-listed by OBC

Bank, any Public Sector Bank, RBI/NHB or IBA.

OEM must certify to that effect.

Self-Declaration on OEM’s Letter head signed by authorized signatory for all the OEM involved.

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2 The proposed Integrated Payment Hub

should be live in one Scheduled Commercial

Bank having Finacle as Core Banking Solution

in India having minimum 1000 branches and

Finacle CBS.


3 The proposed Application Integration Solution

should be live in one Scheduled Commercial

Bank having Finacle as Core Banking Solution

in India having minimum 1000 branches and

Finacle CBS.


4 An external testing agency with experience of functional testing of Finacle 10.x CBS in one scheduled commercial Bank with at least 1000 branches in India. Experience should cover areas of core banking functionalities (either a direct hire or subcontractor)) is to be hired by the Bidder for conducting the functional / UAT testing of the proposed CBS upgrade.

Relevant Credential letters OR Purchase Order with the client’s confirmation on having executed the PO to satisfaction

Note:

a. Bidders need to ensure compliance to all the eligibility criteria points. b. Purchase orders without relevant organization confirmation through a credential letter will not

be considered as credentials. c. Proposed implementation experience need not be in the current product version proposed. d. Public Sector / scheduled commercial banks do not include regional rural banks and cooperative

banks. e. Public sector / scheduled commercial banks refer to public sector / scheduled commercial banks

in India having minimum 1000 branches on the date of RFP. Date of RFP will be the date on which the bid is submitted

f. Either the bidder representing a principal/OEM of the proposed solution or Principal/OEM itself can bid but both cannot bid simultaneously for the same product in this tender.

g. If a bidder submits bid on behalf of the principal/OEM, the same bidder shall not submit on behalf of another principal/OEM in this tender

h. The branches being considered in the criteria should be per Bank and not cumulative across Banks. i. BFSI - Banking, Financial Services and Insurance organizations, including regulatory authorities, in

India. j. In case of business transfer where bidder has acquired a Business from an entity (“Seller”), work

experience credentials of the Seller in relation to the acquired Business may be considered k. In-case of corporate restructuring the earlier entity’s incorporation certificate, financial statements,

Credentials, etc. may be considered l. Purchase orders without relevant organization confirmation through a credential letter will not be

considered as credentials:

Date:

Place: Signature of the Bidder with seal

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Annexure 10: Non-Disclosure Agreement Format

(On Rs.100 Non-Judicial stamp paper) This Non-Disclosure Agreement made and entered into at…………………. This …………………..day of…………..2018 BY AND BETWEEN ………………………………… Company Limited, a company incorporated under the Companies Act, 1956 having its registered office at ….………. (Hereinafter referred to as the Vendor which expression unless repugnant to the context or meaning thereof be deemed to include its permitted successors) of the ONE PART; AND Oriental Bank of Commerce, estd. Under the Banking Companies (Acquisition and Transfer of Undertakings) Act 1980 and having its Corporate Office at Oriental Bank of Commerce Plot No. 5, Institutional Area, Sector-32 Gurugram- 122001 (hereinafter referred to as “Bank” which expression shall unless it be repugnant to the subject, meaning or context thereof, be deemed to mean and include its successors and assignees) of the OTHER PART. The term M/s __________________along with its employees, agent and any third party if any employed for the completion of the service to be provided by the Bank is hereafter referred as vendor The Vendor and Oriental Bank of Commerce are hereinafter collectively referred to as “the Parties” and individually as “the Party” WHEREAS: 1. Oriental Bank of Commerce is engaged in the business of providing financial services to its customers and intends to engage Vendor for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years. In the course of such assignment, it is anticipated that Oriental Bank of Commerce or any of its officers, employees, officials, representatives or agents may disclose, or deliver, to the Vendor some Confidential Information (as hereinafter defined), to enable the Vendor to carry out the aforesaid assignment ( hereinafter referred to as " the Purpose").

2. The Vendor is aware and confirms that all information, data and other documents made available in the RFP/Bid Documents/Agreement /Contract or in connection with the Services rendered by the Vendor are confidential information and are privileged and strictly confidential and or proprietary of Oriental Bank of Commerce. The Vendor undertakes to safeguard and protect such confidential information as may be received from Oriental Bank of Commerce.

NOW, THEREFORE THIS AGREEMENT WITNESSED THAT in consideration of the above premises and the Oriental Bank of Commerce granting the Vendor and or his agents, representatives to have specific access to Oriental Bank of Commerce property / information and other data it is hereby agreed by and between the parties hereto as follows: 1. Confidential Information:

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(i) “Confidential Information” means all information disclosed/furnished by Oriental Bank of Commerce to the Vendor whether orally, in writing or in electronic, magnetic or the information the vendor learns in the course of employment and not be restricted to the information disclosed to the vendor or other form for the limited purpose of enabling the Vendor to carry out the proposed Implementation assignment, and shall mean and include data, documents and information or any copy, abstract, extract, sample, note or module thereof, explicitly designated as "Confidential"; Provided the oral information is set forth in writing and marked "Confidential" within seven (7) days of such oral disclosure. (ii) The Vendor may use the Confidential Information solely for and in connection with the Purpose and shall not use the Confidential Information or any part thereof for any reason other than the Purpose stated above. Confidential Information in oral form must be identified as confidential at the time of disclosure and confirmed as such in writing within seven (7) days of such disclosure. Confidential Information does not include information which:

a) Is or subsequently becomes legally and publicly available without breach of this Agreement by either party,

b) was rightfully in the possession of the Vendor without any obligation of confidentiality prior to

receiving it from Oriental Bank of Commerce,

c) Was rightfully obtained by the Vendor from a source other than Oriental Bank of Commerce without any obligation of confidentiality,

d) was developed by for the Vendor independently and without reference to any Confidential

Information and such independent development can be shown by documentary evidence, or is/was disclosed pursuant to an order of a court or governmental agency as so required by such order, provided that the Vendor shall, unless prohibited by law or regulation, promptly notify Oriental Bank of Commerce of such order and afford Oriental Bank of Commerce the opportunity to seek appropriate protective order relating to such disclosure.

e) the recipient knew or had in its possession, prior to disclosure, without limitation on its confidentiality;

f) is released from confidentiality with the prior written consent of the other party.

The recipient shall have the burden of proving hereinabove are applicable to the information in the possession of the recipient. Confidential Information shall at all times remain the sole and exclusive property of the disclosing party. Upon termination of this Agreement, Confidential Information shall be returned to the disclosing party or destroyed, if incapable of return. The destruction shall be witnessed and so recorded, in writing, by an authorized representative of each of the parties. Nothing contained herein shall in any manner impair or affect rights of Oriental Bank of Commerce in respect of the Confidential Information. In the event that any of the Parties hereto becomes legally compelled to disclose any Confidential Information, such Party shall give sufficient notice to the other party to enable the other Party to prevent or minimize to the extent possible, such disclosure. Neither party shall disclose to a third party any Confidential Information or the contents of this Agreement without the prior written consent of

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the other party. The obligations of this Clause shall be satisfied by handling Confidential Information with the same degree of care, which the receiving party applies to its own similar confidential information but in no event less than reasonable care. The obligations of this clause shall survive the expiration, cancellation or termination of this Agreement

2. Non-disclosure: The Vendor shall not commercially use or disclose any Confidential Information or any materials derived there from to any other person or entity other than persons in the direct employment of the Vendor who have a need to have access to and knowledge of the Confidential Information solely for the Purpose authorized above. The Vendor shall take appropriate measures by instruction and written agreement prior to disclosure to such employees to assure against unauthorized use or disclosure. The Vendor may disclose Confidential Information to others only if the Vendor has executed a Non-Disclosure Agreement with the other party to whom it is disclosed that contains terms and conditions that are no less restrictive than these presents and the Vendor agrees to notify Oriental Bank of Commerce immediately if it learns of any use or disclosure of the Confidential Information in violation of terms of this Agreement.

Notwithstanding the marking and identification requirements above, the following categories of information shall be treated as Confidential Information under this Agreement irrespective of whether it is marked or identified as confidential:

a) Information regarding Oriental Bank of Commerce and any of its Affiliates, customers and their accounts (“Customer Information”). For purposes of this Agreement, Affiliate means a business entity now or hereafter controlled by, controlling or under common control. Control exists when an entity owns or controls more than 10% of the outstanding shares or securities representing the right to vote for the election of directors or other managing authority of another entity; or

b) any aspect of Oriental Bank of Commerce's business that is protected by patent, copyright, trademark, trade secret or other similar intellectual property right; or

c) Business processes and procedures; or d) Current and future business plans; or e) Personnel information; or f) Financial information.

3. Publications: The Vendor shall not make news releases, public announcements, give interviews, issue or publish advertisements or publicize in any other manner whatsoever in connection with this Agreement, the contents / provisions thereof, other information relating to this Agreement, the Purpose, the Confidential Information or other matter of this Agreement, without the prior written approval of Oriental Bank of Commerce. 4. Term: This Agreement shall be effective from the date hereof and shall continue till expiration of the Purpose or after the conclusion of the SLA. Termination of this Agreement by Oriental Bank of Commerce, whichever is earlier. The Vendor hereby agrees and undertakes to Oriental Bank of Commerce that immediately on termination of this Agreement it would forthwith cease using the Confidential Information and further promptly return or destroy, under information to Oriental Bank of Commerce, all information received by it from Oriental Bank of Commerce for the Purpose, whether marked Confidential or otherwise, and whether in written, graphic or other tangible form and all copies, abstracts, extracts, samples, notes or modules thereof. The Vendor further agree and undertake to Oriental Bank of Commerce to certify in writing upon request of Oriental Bank of Commerce that the obligations set forth in this Agreement have been complied with.

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Any provisions of this Agreement which by their nature extend beyond its termination shall continue to be binding and applicable without limit in point in time except and until such information enters the public domain

5. Title and Proprietary Rights: Notwithstanding the disclosure of any Confidential Information by Oriental Bank of Commerce to the Vendor, the title and all intellectual property and proprietary rights in the Confidential Information shall remain with Oriental Bank of Commerce. 6. Remedies: The Vendor acknowledges the confidential nature of Confidential Information and that damage could result to Oriental Bank of Commerce if the Vendor breaches any provision of this Agreement and agrees that, if it or any of its directors, officers or employees should engage or cause or permit any other person to engage in any act in violation of any provision hereof, Oriental Bank of Commerce may suffer immediate irreparable loss for which monetary compensation may not be adequate. Oriental Bank of Commerce shall be entitled, in addition to other remedies for damages & relief as may be available to it, to an injunction or similar relief prohibiting the Vendor, its directors, officers etc. from engaging in any such act which constitutes or results in breach of any of the covenants of this Agreement. Any claim for relief to Oriental Bank of Commerce shall include Oriental Bank of Commerce's costs and expenses of enforcement (including the attorney's fees). 7. Entire Agreement, Amendment and Assignment: This Agreement constitutes the entire agreement between the Parties relating to the matters discussed herein and supersedes any and all prior oral discussions and / or written correspondence or agreements between the Parties. This Agreement may be amended or modified only with the mutual written consent of the Parties. Neither this Agreement nor any right granted hereunder shall be assignable or otherwise transferable. 8. Governing Law: The provisions of this Agreement shall be governed by the laws of India and the competent court at Bangalore shall have exclusive jurisdiction in relation thereto even though other Courts in India may also have similar jurisdictions.

9. Indemnity: The Vendor shall defend, indemnify and hold harmless Oriental Bank of Commerce, its affiliates, subsidiaries, successors, assigns, and their respective officers, directors and employees, at all times, from and against any and all claims, demands, damages, assertions of liability whether civil, criminal, tortuous or of any nature whatsoever, arising out of or pertaining to or resulting from any breach of representations and warranties made by the Vendor. and/or breach of any provisions of this Agreement, including but not limited to any claim from third party pursuant to any act or omission of the Vendor, in the course of discharge of its obligations under this Agreement. 10. General: The Vendor shall not reverse - engineer, decompile, disassemble or otherwise interfere

with any software disclosed hereunder. All Confidential Information is provided “as is”. In no event shall the Oriental Bank of Commerce be liable for the inaccuracy or incompleteness of the Confidential Information. None of the Confidential Information disclosed by Oriental Bank of Commerce constitutes any representation, warranty, assurance, guarantee or inducement with respect to the fitness of such Confidential Information for any particular purpose. Oriental Bank of Commerce discloses the Confidential Information without any representation or warranty, whether express, implied or otherwise, on truthfulness, accuracy, completeness, lawfulness, and merchantability, fitness for a particular purpose, title, non-infringement, or anything else.

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11. Waiver: A waiver (whether express or implied) by Oriental Bank of Commerce of any of the

provisions of this Agreement, or of any breach or default by the Vendor in performing any of the provisions hereof, shall not constitute a continuing waiver and such waiver shall not prevent Oriental Bank of Commerce from subsequently enforcing any of the subsequent breach or default by the Vendor under any of the provisions of this Agreement.

12. Resolution of Dispute: All disputes, claims or differences arising out of or in connection with the execution, interpretation and performance of this Agreement arising between the Dimension Data & Bank out of or in relation to the construction, meaning and operation of effect of the contract or breach thereof shall be settled amicably. If however, the parties fail to resolve the dispute, claims or differences within a period of 30 (thirty) days from the dispute being referred to them, such dispute, claim or differences shall be referred to a court of having competent jurisdiction by either of the party. Any court of competent jurisdiction located in New Delhi shall have exclusive jurisdiction for adjudication of the dispute

In witness whereof, the Parties hereto have executed these presents the day, month and year first herein above written. For and on behalf of -----------Ltd. () (Designation) For and on behalf of Oriental Bank of Commerce () (Designation)

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Annexure 11: Pre Bid Query Format

Bidder’s request for Clarification - to be submitted as per the date mentioned in the RFP for submission of pre-bid queries

If, bidder, desiring to respond to RFP (OBC/HO/DIT/RFP-CBS-UPG/04/2018-19) for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years requires any clarifications on the points mentioned in the RFP, it may communicate with Oriental Bank of Commerce using the following format. All questions received till the last date & time of receive pre-bid queries will be formally responded to and questions/points of clarification and the responses will be circulated to all participating bidder if required. The source (identity) of the bidder seeking points of clarification will not be revealed. Alternatively, OBC may at its discretion, answer all/any/no such queries in the Pre-bid meeting.

S.No. Page No. Section No. RFP Clause Bidder’s Remarks

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Annexure 12: Bid Undertaking Letter


To


Dear Sir,

REF: Your RFP No.: OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 dated 25/04/2018

Over and above all our earlier conformations and submissions as per your requirements of the RFP, we confirm that,

1. We have quoted for all items as requested by Oriental Bank of Commerce in the RFP and stand committed to deliver to the highest standards and quality as required by Oriental Bank of Commerce to meet the timelines of the project. Our bid submission is in line with the requirements of Oriental Bank of Commerce as stated in the RFP.

2. We confirm that we have factored in all costs and expenses for meeting the complete scope and deliverables of the RFP.

3. We are completely aware of the Service Level requirements and timelines specified by Oriental Bank of Commerce and are committed to adhering to the same. We have also clearly taken note of the service level requirements of Oriental Bank of Commerce and expectations from us and wish to confirm that we have taken care of every aspect to meet the same.

4. We have clearly understood Oriental Bank of Commerce’s requirements and wish to confirm that we abide by the terms and conditions of the RFP issued thereafter.

5. We confirm and understand that all arithmetical totaling errors will be corrected for the purpose of evaluation only and the consideration of that error for payment would be completely according to Oriental Bank of Commerce’s discretion. We also confirm and understand that for all other errors which we have made in the bid, Oriental Bank of Commerce for the purpose of evaluation will take the corrected amount based on the price quoted by us in the price sheets but the payment of such amounts would be completely according to Oriental Bank of Commerce’s discretion.

6. We confirm that we will provide the best of our resources and the people proposed by us will be dedicated to Oriental Bank of Commerce for the sake of resource continuity. Further, we also confirm that Oriental Bank of Commerce may interview the key resources proposed by us and confirm their acceptability. In any event if a resource is found unfit by Oriental Bank of Commerce we agree to change the same and provide Oriental Bank of Commerce with a replacement within reasonable time so as to not affect the services/project timelines.

7. We confirm that the prices and values quoted by us encompass the complete scope of the project and we will ensure that the quality of deliverables for the project is not affected due to any pricing pressures.

8. We wish to confirm that we have back-to-back arrangements from the OEMs and other AMC/ATS in scope of the RFP, prices and service level commitments. We wish to confirm that we performed the resource sizing for the existing in-scope infrastructure adhering to service level commitments. We would be responsible and committed to ensure that the sizing is adequate and service levels as required by Oriental Bank of Commerce are met and adhered. In case the sizing is found to be

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inadequate and does not meet the SLA then the upgrades, if any, will be provided without any further additional cost or burden to Oriental Bank of Commerce than what has been specified by us in our commercial bid documents.

Dated this…………………………………..by ……………………….2018 Authorized Signatory (Name: Contact Person, Phone No., Fax, E-mail) (This letter should be on the letterhead of the Vendor duly signed by an authorized signatory)

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Annexure 13: Bill of Material

The format for Bill of Material shall be provided to interested bidders who will purchase the RFP.

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Annexure 14: Integrity Pact

PRE CONTRACT INTEGRITY PACT

General

This pre-bid pre contract Agreement (hereinafter called the integrity pact is made on __

day of the month of 201__, between, on one hand, Oriental Bank of Commerce, acting

through Shri , _, General Manager (IT), Oriental Bank of

Commerce, Government of India Undertaking (hereinafter called the “BUYER” which expression shall

mean and include, unless the context otherwise requires, his successors in office and assigns) of the

first part and M/s represented by Shri , authorized signatory of M/s -------------

(hereinafter called the “BIDDER/SELLER” which expression shall mean and include, unless the context

otherwise requires , his successors and permitted assigns )of the second part .

WHEREAS the BUYER proposes to procure (Name of the Store /Equipment /item and the BIDDER

/SELLER is willing to offer /has offered the store and

WHEREAS the BIDDER is a private company/public company/Government /undertaking/partnership/

registered export agency, constituted in accordance with the relevant law in the matter and the BUYER

is a Government of India, PSU Bank.

Now, THEREFORE,

To avoid all forms of corruption by following a system that is fair , transparent and free from any

influence /prejudiced dealings prior to, during and subsequent to the currency of the contract to be

entered into with a view to:-

Enabling the BUYER to obtain the desired said store/equipment at a competitive price in conformity

with the defined specifications by avoiding the high cost and the distortionary impact of corruption

on public procurement, and

Enabling the BIDDERS to abstain from bribing or indulging in any corrupt practice in order to

secure the contract by providing assurance to them that their competitors will also abstain from

bribing and other corrupt practices and the BUYER will commit to prevent corruption, in any form,

by its officials by following transparent procedures .

The parties hereby agree to enter into this integrity pact and agree as follows:-

1. Commitments of the BUYER

1.1 The BUYER undertakes that no official of the BUYER, connected directly or indirectly with the

contract, will demand, take a promise for or accept directly or accept, directly or through

intermediaries, any bribe, consideration, gift, reward favor or any material or immaterial benefit or any

other advantage from the BIDDER, either for themselves or for any person, organization or third party

related to the contract in exchange for an advantage in the bidding process, bid evaluation

contracting or implementation process related to the contract.

1.2 The BUYER will, during the pre- contract stage treat all BIDDERs alike, and will provide to all

BIDDERs the same information and will not provide any such information to any particular

BIDDER which could afford an advantage to that particular BIDDER in comparison to other

BIDDERs.

1.3 All the officials of the BUYER will report to the appropriate Government office any attempted or

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completed breaches of the above commitment as well as any substantial suspicion of such a breach.

2. In case any such preceding misconduct on the part of such official (s) is reported by the

BIDDER to the BUYER with full and verifiable facts and the same is prima facie found to be correct

by the BUYER, necessary disciplinary proceedings, or any other action as deemed fit including

criminal proceedings may be initiated by the BUYER and such a person shall be debarred from

further dealings related to the contract process. In such a case while an enquiry is being

conducted by the BUYER the proceedings under the contract would not be stalled.

3. Commitment of BIDDERS

The BIDDERs commit itself to all take all measures necessary to prevent corrupt practices, unfair

means and illegal activates during any stage of its bid or during any pre-contract or post- contract

stage in order to secure the contract or in furtherance to secure it and in particular commit itself to the

following:-

3.1 The BIDDER will not offer, directly or through intermediaries, any bribe, gift, consideration,

reward, favor, any material or immaterial benefit or other advantage, commission, fees, brokerage or

inducement to any official of the BUYER, connected directly or indirectly with the bidding process, or to

any person, organization or third party related to the contract in exchange for any advantage in the

bidding, evaluation contracting and implementation of the contract.

3.2 The BIDDER further undertakes that it has not given, offered or promised to give, directly or

indirectly any bribe, gift, consideration, reward, favor, any material benefit or other

advantage commission fees, brokerage or inducement to any official of the BUYER or otherwise in

procuring the contract forbearing to do or having done any act in relation to the obtaining or execution

of the contract or any other contract with the Government for showing or for bearing to show favor

or disfavor to any person in relation to the contract or any other contract with the Government.

3.3 BIDDERs shall disclose the name and address of agents and representatives and Indian

BIDDERs shall disclose their foreign principals or associates.

3.4 BIDDERs shall disclose the payment to be made by them to agents/brokerage or any other

intermediary, in connection with this bid/contract.

3.5 The BIDDER further confirms and declares to the BUYER that the BIDDER is the original

manufacturer/integrator/authorized Government sponsored export entity of the defense stores and

has not engaged any individual or firm or company whether Indian or foreign to intercede, facilitate or

in any way to recommend to the BUYER or any of its functionaries, whether officially or unofficially to

the award of the contract to the BIDDER, nor has such any amount been paid promised or intended to

be paid to any such Individual, firm or company in respect of any such intercession, facilitation or

recommendation.

3.6 The BIDDER, either while presenting the bid or during pre- contract negotiations or before

signing the contract shall disclose any payment he has made, is committed to or intends to make to

officials of the BUYER or their family members agents, brokers or any other intermediaries in

connection with the contract details or/and the services agreed upon for such payments.

3.7 The bidder will not collude with other parties interested in the contract to impair the

transparency, fairness and progress of the bidding process, bid evaluation contracting and

implementation of the contract.

3.8 The BIDDER will not accept any advantage in exchange for any corrupt practice, unfair

means and illegal activities.

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3.9 The BIDDER shall not use improperly, for purposes of competition or personal gain, or pass

on to other, any information provided by the BUYER as part of the business deal, relationship regarding

plans, technical proposals and business details, including information contained in any electronic data

carrier. The BIDDER also undertakes to exercise due and adequate care lest any such information is

divulged.

3.10 The BIDDER commits to refrain from giving any complaint directly or through any other

manner without supporting it with full and verifiable facts.

3.11 The BIDDER shall not instigate or cause to instigate any third person to commit any of the

action mentioned above.

3.12 The BIDDER will not, directly or through any other person or firm, offer, promise or give to any

of the Principal’s employees involved in the tender process or the execution of the contract or to any

third person any material or other benefit which he/she is not legally entitled to, in order to obtain in

exchange any kind of favour whatsoever during the tender process or during the execution of the

contract.

4. Previous Transgression

4.1 The BIDDER declares that no previous transgression occurred in the last three year immediately

before signing of this integrity pact, with any other company in any country in respect of any corrupt

practices envisaged hereunder or with any public sector enterprise in India or any government

Department in India that justify BIDDER’S exclusion from the tender process.

4.2 The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER can be

disqualified from the tender propose or the contract, if already awarded. Can be terminated for

such reason.

5. Earnest money (security deposit )

5.1 While submitting commercial bid, the BIDDER shall deposit an amount_ (as specified

in RFP) as Earnest money/security, with the BUYER through any of the following instruments:-

(i) Bank draft or a pay order in favor of

(ii) A confirmed guarantee by an Indian nationalized bank, promising payment of the guaranteed sum to the BUYER on demand within three working days without any

demur whatsoever and without seeking any reasons whatsoever .the demand for

payment by the BUYER shall be treated as conclusive proof of payment.

(iii) Any other mode or through any other instrument (to be specified in the RFP).

5.2 The Earnest money / Security deposit shall be valid up to a period of Seven years or the

complete conclusion of the contractual obligations to the complete satisfaction of both the BIDDER

and the BUYER, including warranty period, whichever is later.

5.3 In case of the successful BIDDER a clause would also be incorporated in the article pertaining

to performance bond in the purchase contract that the provisions of sanction for violation shall be

applicable for, forfeiture of performance bond in case of a decision by the BUYER to forfeit the same

without assigning any reason for imposing sanction for violation of this pact.

5.4 No interest shall be payable by the BUYER to the BIDDER on Earnest Money/Security Deposit

for the period of its currency.

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6. Sanctions for violations

6.1 Any breach of the aforesaid provisions by the BIDDER or any one Employed by it or acting on

its behalf (whether with or without the knowledge of the BIDDER) shall entitle the BUYER to take

all or any one of the following actions, wherever required:

(i) To immediately call off the pre contract negotiations without assigning any reason or

giving any compensation to the BIDDER. However, the proceeding with the other

BIDDER(s) would continue.

(ii) The Earnest Money Deposit (in pre-contract stage) and/or Security Deposit /Performance

bond (after the contract is signed shall stand forfeited either fully or partially, as decided

by the BUYER and the BUYER shall not be required to assign any reason therefore.

(iii) To immediately cancel the contract, if already signed, without giving any compensation

to the BIDDER.

(iv) To recover all sum already paid by the BUYER, and in case of an Indian BIDDER with

interest thereon at 2% higher than the prevailing prime lending rate of State Bank of India,

while in case of a BIDDER from a country other than India with interest thereon at 2%

higher than the LIBOR . If any outstanding payment is due to the BIDDER from the

BUYER in outstanding payment could also be utilized to recover the aforesaid sum and

interest.

(v) To encase the advance bank guarantee and performance bond / warranty bond, if

furnished by the BIDDER in order to recover the payments, already made by the BIDDER,

along with interest.

(vi) To cancel all or any other contracts with the BIDDER, the BIDDER shall be liable to pay

compensation for any loss or damage to the BUYER resulting from such cancellation/

rescission and the BUYER shall be entitled to deduct the amount so payable from

the money (s) due to the BIDDER.

(vii) To debar the BIDDER from participating in future bidding processes of the Government

of India for a minimum period of seven year, which may be further extended at the

discretion of the Buyer

(viii) To recover all sum paid in violation of this pact by bidder (s) to any middleman or

agent or broker with a view to securing the contract.

(ix) In case where irrevocable letters of credit have been received in respect of any

contract signed by the BUYER with the BIDDER, the same shall not be opened.

(x) Forfeiture of performance bond in case of a decision by the BUYER to forfeit the

same without assigning any reason for imposing sanction for violation of this pact.

6.2 The BUYER will be entitled to take all or any of the actions mentioned at Para 6.1(i) to (x) of this

pact also on the commission by the BIDDER or any one employed by it or acting on its behalf (whether

with or without the knowledge of the BIDDER), of an offence as defined in chapter IX of the Indian

penal code, 1860 or prevention of corruption.

6.3 The decision of the BUYER to the effect that breach of the provisions of this pact has

been committed by the BIDDER shall be final and conclusive on the BIDDER. However, the BIDDER can

approach the independent monitor (s) appointed for the purpose of this pact.

7. Fall Clause

The BIDDER undertakes that it shall not supply identical solution(s) in comparable business circumstances at a price lower than that offered in the present bid in respect of any other Public Sector Bank in India and if it is found that within one year after the signing of contract that

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identical solution(s) is supplied by the BIDDER to any other Public Sector Bank in India at a lower price, with due allowance for elapsed time, will be applicable to the present case and the difference in the cost would be refunded by the BIDDER to the BUYER, if the contract has already been concluded. 8. Independent Monitors

8.1 The BUYER has appointed Independent Monitors (here either referred to as Monitors) for this

pact in consolation with the central vigilance commission.

8.2 The task of the Monitors shall be to review Independent and objectively, whether and to what

extent the parties comply with the obligations under this pact.

8.3 The Monitors shall not be subject to instruction by the representatives of the parties and

perform their functions neutrally and independently.

8.4 Both the parties accept that the Monitors have the access all the documents relating to

the project/procurement, including minutes of meeting.

8.5 As soon as the monitor notice, or has reason to believe, a violation of this pact, he will so inform

the Authority designated by the BUYER.

8.6 The BIDDER (s) accepts that the Monitor has the right to access without restriction to all project

documentation of the BUYER including that provided by the BIDDER. The BIDDER will also grant

the monitor, upon his request and demonstration of a valid interest, unrestricted and unconditional

access to his project documentation. The same is applicable to subcontractors. The monitor shall be

under contractual obligation to treat the information and documents of the BIDDER/subcontractor(s)

with confidentiality.

8.7 The BIDDER will provide to the Monitor sufficient information about all meetings among the

parties related to the project provided such meetings could have an impact on the contractual

relations between the parties the parties will offer to the monitor the option to participate in such

meetings.

8.8 The monitor will submit a written report to the designated Authority of BUYER / Secretary in

the Department/ within 8 to 10 weeks from the date of reference or intimation to him by the BUYER /

BIDDER and, should the occasion arise, submit proposals for correcting problematic situations.

9. Facilitation of Investigation

In case of any allegation of violation of any provision of this pact or payment of commission, the BUYER

or its agencies shall be entitled to examine all the documents including the Books of Accounts of the

BIDDER and the BIDDER shall provide necessary information and documents in English and shall extend

all possible help for the purpose of such examination.

10. Law and place of jurisdiction

This Pact is subject to Indian Law. The place of performance and jurisdiction is the seat of the

BUYER.

11. Other Legal Actions

The actions stipulated in this Integrity pact are without prejudice to any other legal action that may

follow in accordance with provisions of the extent law in force relating to any civil or criminal

proceedings.

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12. Validity

12.1 The validity of this Integrity Pact shall be from date of this signing and extend up to 5 years or

the complete execution of the contract to the satisfaction of both the BUYER and the BIDDER/SELLER,

including warranty period, whichever is later, In case BIDDER is unsuccessful, this Integrity Pact shall

expire after six months from the date of the signing of the contract.

12.2 Should one or several provisions of this Pact turn out to be invalid, the reminder of this Pact

shall remain valid. In this case, the parties will strive to come to an agreement to their original

intentions.

13. The BIDDER undertakes that he shall not approach the Court while representing the matter to External Independent Monitors (IEMs) and he will await their decision in the matter within a time ceiling of 90 days.

14. The parties hereby sign this Integrity Pact at _________ on ________

BUYER BIDDER

Name of the Officer

Authorized Signatory

Designation

Witness Witness

1. _______________________ 1. ______________________

2. _______________________ 2. ______________________

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(To be submitted by all the vendors participating in Reverse Auction)

RFP Reference No. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 Date: XX/XX/2018

To, The General Manager Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurugram – 122 001

Dear Sir,

Sub: RFP No.: OBC/HO/DIT/RFP-CBS-UPG/04/2018-19

1. We ______________________ (name of the company) hereby confirm having submitted our bid for participating in Bank’s RFP dated _________ for procurement of ____________.

2. We also confirm having read the terms of RFP as well as the Business Rules relating to the Reverse Auction for this RFP process

3. We hereby undertake and agree to abide by all the terms and conditions stipulated by Oriental Bank of Commerce in the RFP document including all annexures and the Business Rules for Reverse Auction

4. We shall participate in the on-line auction conducted by C1 India Private Limited (Auctioneer Company) and submit our commercial bid. We shall also abide by the procedures prescribed for online auction by the auctioneer company

5. We, hereby confirm that we will honor the Bids placed by us during the auction process, failing which we shall forfeit the Earnest Money Deposit. We also understand that the bank may debar us from participating in future tenders.

6. 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.

7. 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:

Designation within Company/ Organization: Company/ Organization: Address of Company/ Organization:

Name of the Authorized Representative: Signature of Authorized Representative:

Verified above signature: Competent Authority’s Signature:

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RFP Reference No. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 Date: XX/XX/2018 To, The General Manager Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurugram – 122 001

Dear Sir,

Sub: RFP No. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19

1. We _____________________ (name of the Company) have submitted our bid for participating in Bank’s RFP dated _________________ for procurement of _______________ .

2. We also confirm having read and understood the terms of the RFP as well as the business rules

relating to the Reverse Auction for this RFP process. 3. As per the terms of RFP and Business Rules, we nominate Mr. __________________, designated as

______________________ of our company to participate in the Reverse Auction.

4. We accordingly authorize Bank and/ or the Auction Company to issue user ID and password to the above names official of the company.

5. Both Bank and the auction company shall contact the above names official for any and all matters

relating to the Reverse Auction. 6. We, hereby confirm that we will honor 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: Designation within Company/ Organization: Company/ Organization: Address of Company/ Organization: Name of the Authorized Representative: Signature of Authorized Representative: Verified above signature: Competent Authority’s Signature:

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Annexure 17: No Deviation Undertaking To, The General Manager Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurugram – 122 001 Dear Sir, Sub: RFP no. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 for Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years dated 25/04/2018 This is to confirm that we have submitted a no deviation bid and unconditionally accept all requirements, payment terms, integrity pact, SLAs and the terms and conditions as mentioned in the said RFP including all corrigendum/amendment floated by Oriental Bank of Commerce pertaining to Selection of System Integrator for CBS version upgrade, and Facility Management Services of CBS, Internet Banking and GBM and related Hardware of the bank for a period of Seven years. Any assumption or exclusion submitted by us in the proposal which are contradictory to the RFP stands null and void. Place: Date: Seal and signature of the bidder

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Annexure 18: Sizing Adequacy Letter Note: This Sizing Adequacy Letter should be printed on the letterhead of Bidder’s and should be signed by a competent person not below bidder’s Company Secretary. RFP Reference No. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19 To, The Deputy General Manager Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurugram – 122 001 Dear Sir, Sub: RFP no. OBC/HO/DIT/RFP-CBS-UPG/04/2018-19. We confirm that the sizing provided by our OEM is adequate and will meet the requirements of the Bank as stated in the RFP. However in the instance of the solution not working as per the SLA and response time mentioned in the RFP, we will augment the solution by providing and implementing the shortfall at no additional cost to the Bank and we are liable to pay penalties as mentioned below:- a) Shortfall between 1% to less than 5% (cost of CBS Upgrade, Software, license in the BOM submitted at the time of bid) then penalty would be two times of shortfall b) Shortfall between 5% to less than 10% (cost of CBS Upgrade, Software, license in the BOM submitted at the time of bid) then penalty would be three times of shortfall c) More than 10% (cost of CBS Upgrade, Software, license in the BOM submitted at the time of bid) penalty would be four times of shortfall. The Penalty levied due to shortfall will be capped to 2% of the Total Cost of Ownership. The penalty due to shortfall will be over and above the penalty cap mentioned in the clause 9.3 of the RFP (Statement States :” Overall cap for penalties as per SLA and the Liquidated damages over the tenure of the contract will be 10% (ten per cent.) of the contract value.”) Place: Date: Seal and signature of the bidder

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Annexure 19: Minimum Resource Deployment during sustenance period

Resource Location of the resource

Minimum Shift

Minimum no. of Resources Per Shift

Service Window

Program Manager (Infrastructure)

CBS Cell 1 1 General Shift

Program Manager (Applications Management)

CBS Cell 1 1 General Shift

L1- Application Management (CBS & Internet Banking and Mobile Banking)

CBS Cell 2 3 6AM to till CBOD

L2- Application Management (CBS & Internet Banking and Mobile Banking)

CBS Cell 2 2 7 AM to 10 PM (till Bank handover for Central EOD)

L1 – Server Management Solaris (DC Site)

DC 3 1 24x7x365

L1 – Server Management Solaris (DR Site)

DR 1 1 General Shift

L2 – Server Management Solaris (DC)

DC 3 1 General Shift

L1 – Database Management (DC Site)

DC 3 2 6am to 10pm

L1 – Database Management (DC Site)

DC 1 1 10 PM to 6 AM

L1 - Database Management (DR)

DR 1 1 9 AM to 7 PM

Other Allied Application Like ESB, IPH etc

CBS Cell 2 1 6 AM to 10 PM

Other Allied Application Like AML, ALM etc. L2

CBS Cell 1 1 9 AM to 10 PM

Place: Date: Seal and signature of the bidder

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Annexure 20: Resource Qualification

Implementation

Area Role / Description Experience Educational Qualifications/ Certifications/Skills

Governance Program Director >15 years `1) MBA/Engineering with PMI Certification. ISO 20000 implementation certification will be an added advantage. 2) Should have experience As Project Director of managing IT Infrastructure managed services (servers, storage, database, networks, backup & restore ) and Applications (Finacle, Flexcube, Bancs) Implementation and operations engagements in at least one Scheduled Commercial Banks in India having more than 1000 branches in India

Program Manager/Service Delivery Manager for Infra structure

>10 years `1) MBA/Engineering with PMI Certification. ISO 20000 implementation certification will be an added advantage. 2) Should have experience as Program Manager of managing IT Infrastructure managed services (servers, storage, database, networks, backup & restore ) Implementation and operations engagements in at least one Scheduled Commercial Banks in India having more than 1000 branches in India

Program Manager/Service Delivery Manager for New Initiatives

>10 years `1) MBA/Engineering with PMI Certification. ISO 20000 implementation certification will be an added advantage. 2) Should have experience as Program Manager of managing Applications (IPH, Application Integration Layer, Core Banking) Implementation and operations engagements in at least one Scheduled Commercial Banks in India having more than 1000 branches in India

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Managerial Role (Should be

involved with OEM during

Implementation)

Implementation Lead >8 years ▪MBA/ Engineer / Diploma From reputed college with first division ▪ Experience in managing large teams/ projects and dealing with third party vendors ▪ Having Relevant experience in Finacle installation , customization and troubleshooting ▪ Has worked as an Implementation lead In at least one Scheduled Commercial Banks in India having more than 1000 branches in India at CBS (Finacle) implementation

Solution Architect >10 years `1) MBA/Engineering with PMI Certification. ISO 20000 implementation certification will be an added advantage. 2) Should have experience in designing Infra and Application layout (LLD , HLD) for at least one Scheduled Commercial Banks in India having more than 1000 branches in India on Finacle

Application CBS Module Lead >5 years MBA/ Engineer / Diploma From reputed college with first division ▪ Experience in managing large teams/ projects and dealing with third party vendors ▪ Having Relevant experience of more than 5 years in the module for which name is proposed ▪ Have worked as module lead In at least one Scheduled Commercial Banks in India having more than 1500 branches in CBS (Finacle , Flexcube, Bancs) implementation

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Sustenance


Governance Program Director >15 years `1) MBA/Engineering with PMI Certification. ISO 20000 implementation certification will be an added advantage. 2) Should have experience As Project Director of managing IT Infrastructure managed services (servers, storage, database, networks, backup & restore ) and Applications (Finacle, Flexcube, Bancs) Implementation and operations engagements in at least one Scheduled Commercial Banks in India having more than 1500 branches

Program Manager/Service Delivery Manager for Infra

structure

>10 years `1) MBA/Engineering with PMI Certification. ISO 20000 implementation certification will be an added advantage. 2) Should have experience as Program Manager of managing IT Infrastructure managed services (servers, storage, database, networks, backup & restore ) Implementation and operations engagements in at least one Scheduled Commercial Banks in India having more than 1500 branches

Program Manager/Service Delivery Manager for Application

>10 years `1) MBA/Engineering with PMI Certification. ISO 20000 implementation certification will be an added advantage. 2) Should have experience as Program Manager of managing Applications (Finacle, Flexcube, Bancs) Implementation and operations engagements in at least one Scheduled Commercial Banks in India having more than 1500 branches

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Managerial Role Management / Module Lead >8 years ▪MBA/ Engineer / Diploma From reputed college with first division ▪ Experience in managing large teams/ projects and dealing with third party vendors ▪ Having Relevant experience of more than 5 years in the module for which name is proposed ▪ Have worked as module lead In at least one Scheduled Commercial Banks in India having more than 1500 branches in CBS (Finacle , Flexcube, Bancs) implementation

Solution Architect >10 years `1) MBA/Engineering with PMI Certification. ISO 20000 implementation certification will be an added advantage. 2) Should have experience in designing Infra and Application layout (LLD , HLD) for at least one Scheduled Commercial Banks in India having more than 1500 branches

IT Infrastructure L1 (Server, Database, Load Balancer)

>2 years ▪ Diploma/Engineering Graduate/Science Graduate. If a science graduate is proposed, he should have passed with a first division. ▪ Good Communication (written/Oral) ▪ Knowledge/expertise on Infrastructure Management - Windows/Solaris/HP Unix / AIX administration ▪ Technical certifications like MCP/SA/ RHCE etc. ▪ Specific experience with Storage (e.g. SAN, NAS) and Backup (e.g. Network, Veritas, Tape libraries) technologies ▪ Willing to work in 24X7 environment Should have worked in 1 similar project as L1

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L2 (Server, Database, Load Balancer)

>5 years ▪ Diploma/Engineering Graduate/Science Graduate. If a science graduate is proposed, he should have passed with a first division.▪ Good Communication (written/Oral)▪ Knowledge/expertise on Infrastructure Management - Windows/Solaris administration / HP UNix / AIX ▪ Technical certifications like MCP, SA, RHCE etc. ▪ Specific experience with Storage (e.g. SAN, NAS) and Backup (e.g. Network, Veritas, Tape libraries) technologies▪ Have experience on File base cluster system , Middleware like Redhat , WebLogic, WebSphere▪ Have Experience on Managing Database RAC Architecture▪ Willing to work in 24X7 environment Should have worked in 2 Similar Projects as L2.

Application CBS / Internet Banking

/ GBM

L1 >2 years ▪ Diploma/Engineering Graduate/Science Graduate. If a science graduate is proposed, he should have passed with a first division. ▪ Good Communication (written/Oral) ▪ Knowledge of Finacle Menu Options, Business Logic of Banks, Handling Calls, Managing EOD / BOD operations of Bank ▪ Willing to work in 24X7 environment Should have worked in 2 Similar Projects as Finacle Application L1.

CBS / Internet Banking / GBM

L2 >5 years ▪ Diploma/Engineering Graduate/Science Graduate. If a science graduate is proposed, he should have passed with a first division. ▪ Good Communication (written/Oral) ▪ Experience of Finacle version 10x Customization , Implementation, Configuration. ▪ Knowledge of Internet Banking (FEBA), GBM Customization, Implementation, Configuration.

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▪ Knowledge of Banking Operation Logic, RTGS , NEFT, Trade Finance, EOD BOD etc. ▪ Vendor Management, Jasper Report customization ▪ Willing to work in 24X7 environment Should have worked in 2 Similar Projects as Finacle Application L2.

Middleware L2 >5 years ▪ Diploma/Engineering Graduate/Science Graduate. If a science graduate is proposed, he should have passed with a first division. ▪ Good Communication (written/Oral) ▪ 5 years’ Experience on all module of Middleware of the proposed solution Customization , Implementation, Configuration. ▪ Knowledge of Banking Operation Logic. ▪ Vendor Management▪ Willing to work in 24X7 environment Should have worked in 2 Similar Projects as Proposed Application L2.

Place: Date: Seal and signature of the bidder

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Annexure 21: Interface List

Annexure 21 contain the confidential information of the Bank’s infrastructure so the interested Bidder can purchase the same from the OBC Head Office after submitting the Tender Document fee of Rs 1,00,000 (Rupees One Lakhs only)

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Annexure 22: Current Hardware and Software Details Annexure 22 contain the confidential information of the Bank’s infrastructure so the interested Bidder can purchase the same from the OBC Head Office after submitting the Tender Document fee of Rs 1,00,000 (Rupees One Lakhs only) Note: The prospective Bidder has to protect the Bank’s investment wherever possible by reutilizing the existing hardware, software, licenses for setting up production, test, development and training setup. Annexure 22 document has to be read in conjunction with the scope, terms and conditions of the RFP.

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Annexure 23: Team Profile

A. List of Resources with Experience in Finacle Implementation/Migration for

any Bank in India

Sr.No. Name of the

Resource

Total Finacle

Implementati

on/ Migration

Experience

(Year/Month)

Client Name Will be

Deployed

at OBC

(Y/N)

Remarks

B. List of Resources with Experience in Finacle Customization for any Bank in India

Sr.No. Name of the

Resource

Total

Finacle

Customizat

ion

Experience

(Year/Mont

h)

Client Name Will be

Deployed

at OBC

(Y/N)

Remarks

C. List of Resources with Experience in Finacle Training for any Bank in India

Sr.No. Name of the

Resource

Total

Finacle

Customizat

ion

Experience

(Year/Mont

h)

Client Name Will be

Deployed

at Viajya

Bank

(Y/N)

Remarks

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Format Project Team Profiles

(Individual) Detailed Profiles

of the Project Team

1 Name

a

Brief Introduction (in bullets)

2 Date of Birth

3 Phone Number

4 Position in the firm

5 Total years of post-qualification work experience

6 Employment Record

Company Name Positions Held Duration Clients Worked

6.1

6.2

6.3

6.4

6.5

7 Number of years with the firm

8

Details of relevant assignments undertaken (include both past and current

employment projects and highlight BFSI experience, if any)

(Provide scope, duration, client name and status of assignment)

a

Year

Location

Client Name

Main project title and features

Position held

Activities performed

b

Year

Location

Client Name

Main project title and features

Position held

Activities performed

Page 169 of 169



9 Education

9.1

9.2

9.3

9.4

Degree

Obtained

Year of

Degree

obtained

Institution

9.5

10 Certification

Degree

Obtained

Year of

Degree

obtained

Institution

10.1

10.2

10.3

10.4

10.5