REQUEST FOR PROPOSAL (RFP) FOR OUTSOURCING CONTACT … · Plot No. 151, Sector 44 Gurugram 122003 This document is the property of Punjab and Sind Bank. It may not be copied, distributed

REQUEST FOR PROPOSAL (RFP)

FOR

OUTSOURCING CONTACT CENTRE SERVICE

Notice No.: PSB/HOIT/RFP/142/2019-20

DATED 30.11.2019

PUNJAB & SIND Bank

Information Technology Department

Plot No. 151, Sector 44

Gurugram 122003

This document is the property of Punjab and Sind Bank. It may not be copied, distributed or

recorded on any medium, electronic or otherwise, without written permission thereof. The use

of the contents of this document, even by the authorized personnel/ agencies for any purpose

other than the purpose specified herein, is strictly prohibited and shall amount to copyright

violation and thus, shall be punishable under the Indian Law.

2

Punjab & Sind Bank

Request for Proposal for

Outsourcing Contact Center

Services

TABLE OF CONTENT

1 INVITATION FOR TENDER OFFERS ...................................................................... 6

2 DATA SHEET ......................................................................................................... 7

3 STRUCTURE OF THE RFP ...................................................................................... 8

4 INTRODUCTION ................................................................................................... 9

4.1. OVERVIEW ....................................................................................................................................................... 9

4.1. PURPOSE OF THIS DOCUMENT ............................................................................................................................ 10

4.2. DURATION OF CONTRACT ................................................................................................................................. 11

4.3. OPERATING CENTERS ....................................................................................................................................... 11

4.4. EXISTING SET-UP ............................................................................................................................................. 12

5 ELIGIBILITY CRITERIA ......................................................................................... 12

6 SCOPE OF WORK ............................................................................................... 16

6.1 BUSINESS SERVICES ........................................................................................... 17

6.1.1 AGENT ASSISTED INBOUND SERVICE ......................................................... 18

6.1.2 AGENT ASSISTED OUTBOUND SERVICE ..................................................... 20

6.1.3 SELF-SERVICE DELIVERY .............................................................................. 22

6.1.4 SEGMENTATION .......................................................................................... 23

6.1.5 OTHER CHANNELS & NEW INITIATIVES ..................................................... 23

6.2 INFRASTRUCTURE AND TECHNOLOGY ............................................................. 25

6.2.1 COMPLAINTS & FEEDBACK MANAGEMENT SYSTEM ................................ 29

6.2.2 INTEGRATION WITH REAL TIME TRANSACTION SYSTEM ......................... 31

6.3 RESOURCE ON-BOARDING AND TRAINING ..................................................... 32

6.3.1 RESOURCE PLANNING AND RECRUITMENT ............................................... 32

6.3.2 RESOURCE TRAINING .................................................................................. 34

6.3.3 RATIO OF KEY STAFF MEMBERS ................................................................. 35

6.4 QUALITY ASSURANCE ........................................................................................ 35

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6.5 REPORTING AND MIS ........................................................................................ 36

6.6 OTHER REQUIREMENTS .................................................................................... 36

6.6.1 MIGRATION ................................................................................................. 36

6.6.2 ACCESSING AND ARCHIVAL OF CONTACT CENTRE DATA ......................... 37

6.6.3 EXIT MANAGEMENT ................................................................................... 37

6.7 TRAINING AND CHANGE MANAGEMENT ........................................................ 38

7 TERMS AND CONDITIONS ................................................................................. 39

7.1. TERMS OF ASSIGNMENT ................................................................................................................................... 40

7.2. AMENDMENT OF THE BIDDING DOCUMENTS ........................................................................................................ 40

7.3. CONFIDENTIALITY OF THE BID DOCUMENT ........................................................................................................... 40

7.4. DOCUMENTS CONSISTING THE BID ..................................................................................................................... 40

7.5. EARNEST MONEY DEPOSIT (EMD) ..................................................................................................................... 41

7.6. ADHERENCE TO TERMS AND CONDITIONS ............................................................................................................ 41

7.7. EXECUTION OF AGREEMENTS/NDA .................................................................................................................... 41

7.8. SUBSTITUTION OF PROJECT TEAM MEMBERS ........................................................................................................ 42

7.9. PROFESSIONALISM ........................................................................................................................................... 42

7.10. EXPENSES ...................................................................................................................................................... 42

7.11. OBTAINING REQUISITE FORMS ........................................................................................................................... 42

7.12. PERFORMANCE BANK GUARANTEE ..................................................................................................................... 43

7.13. SINGLE POINT OF CONTACT ............................................................................................................................... 43

7.14. APPLICABLE LAW AND JURISDICTION OF COURT..................................................................................................... 43

7.15. LIQUIDATED DAMAGES (LD) ............................................................................................................................. 44

7.16. PENALTIES ..................................................................................................................................................... 44

7.17. FORCE MAJEURE ............................................................................................................................................. 44

7.18. AUTHORIZED SIGNATORY .................................................................................................................................. 45

7.19. INDEMNITY .................................................................................................................................................... 45

7.20. ASSIGNMENT .................................................................................................................................................. 45

7.21. NO EMPLOYER – EMPLOYEE RELATIONSHIP .......................................................................................................... 45

7.22. VENDOR’S LIABILITY ......................................................................................................................................... 46

7.23. SUBCONTRACTING ........................................................................................................................................... 46

7.24. CANCELLATION OF CONTRACT ............................................................................................................................ 46

7.25. DISPUTE RESOLUTION ...................................................................................................................................... 47

7.26. OWNERSHIP OF DELIVERABLES ........................................................................................................................... 47

7.27. EXIT MANAGEMENT ........................................................................................................................................ 47

7.28. CONTRACT PERIOD .......................................................................................................................................... 48

7.29. TITLE OF OWNERSHIP ....................................................................................................................................... 48

7.30. INTEGRITY PACT .............................................................................................................................................. 49

7.31. PAYMENT TERMS ............................................................................................................................................ 49

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7.32. AMALGAMATION ............................................................................................................................................ 53

7.33. ERASURES OF ALTERATION ................................................................................................................................ 53

7.34. RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL BIDS / CANCELLATION OF TENDER PROCESS ............................. 53

7.35. SOFT COPY OF TENDER DOCUMENT ..................................................................................................................... 54

7.36. AWARDING OF PURCHASE ORDER ...................................................................................................................... 54

7.37. DISASTER RECOVERY AND BUSINESS CONTINUITY PLAN .......................................................................................... 54

7.38. COMPLIANCE WITH STATUTORY AND REGULATORY PROVISIONS ............................................................................... 54

7.39. LEGAL COMPLIANCE......................................................................................................................................... 54

7.40. CONFLICT OF INTEREST ..................................................................................................................................... 55

7.41. PUBLICITY ...................................................................................................................................................... 55

7.42. CONFIDENTIALITY ............................................................................................................................................ 55

7.43. TERMINATION ................................................................................................................................................ 56

7.44. JURISDICTION ................................................................................................................................................. 58

7.45. NOTICES ........................................................................................................................................................ 58

8 GENERAL INSTRUCTIONS .................................................................................. 59

8.1. REGISTRATION OF RFP RESPONSE ...................................................................................................................... 59

8.2. REQUEST FOR ADDITIONAL INFORMATION ............................................................................................................ 59

8.3. PRE-BID MEETING .......................................................................................................................................... 60

8.4. DISQUALIFICATION .......................................................................................................................................... 60

8.5. LANGUAGE OF BID ........................................................................................................................................... 60

8.6. PERIOD OF VALIDITY OF BIDS ............................................................................................................................. 60

8.7. ERRORS AND OMISSIONS .................................................................................................................................. 61

8.8. AMENDMENT OF BIDDING DOCUMENTS .............................................................................................................. 61

8.9. AUTHORIZATION TO BID ................................................................................................................................... 61

8.10. RECIPIENT OBLIGATION TO INFORM ITSELF ............................................................................................................ 61

8.11. COST BORNE BY THE RESPONDENT ...................................................................................................................... 61

8.12. NO LEGAL RELATIONSHIP .................................................................................................................................. 62

8.13. ACCEPTANCE TO TERMS ................................................................................................................................... 62

8.14. TWO BID SYSTEM ............................................................................................................................................ 62

8.15. SUBMISSION OF BIDS ....................................................................................................................................... 65

8.16. LATE BIDS ...................................................................................................................................................... 66

8.17. MODIFICATION AND WITHDRAWAL OF BID .......................................................................................................... 66

8.18. BID OPENING ................................................................................................................................................. 66

9 EVALUATION PROCESS ...................................................................................... 68

9.1. OBJECTIVE OF THE EVALUATION PROCESS ............................................................................................................ 68

9.2. NORMALIZATION OF BIDS .................................................................................................................................. 68

9.3. PRELIMINARY EXAMINATION OF OFFERS .............................................................................................................. 69

9.4. ELIGIBILITY EVALUATION PROCESS ...................................................................................................................... 69

9.5. TECHNICAL EVALUATION PROCESS ...................................................................................................................... 70

9.6. CLARIFICATION OF BIDS .................................................................................................................................... 70

9.7. TECHNICAL BID EVALUATION CRITERIA ................................................................................................................ 70

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A. FUNCTIONAL & TECHNICAL REQUIREMENTS .............................................................................................................. 71

B. RELEVANT EXPERIENCE ......................................................................................................................................... 71

C. PRESENTATION OF PROPOSAL ................................................................................................................................. 73

I. PRESENTATION OF SCOPE UNDERSTANDING, APPROACH AND SOLUTION ........................................................................ 73

II. CONTACT CENTRE &OCRM SYSTEM DEMONSTRATION .............................................................................................. 74

D. REFERENCE SITE FEEDBACKS .................................................................................................................................. 74

9.8. COMMERCIAL EVALUATION PROCESS .................................................................................................................. 74

9.9. KEY GUIDELINES:............................................................................................................................................. 78

9.10. SEALING AND MARKING OF BIDS ........................................................................................................................ 79

10 ADDITIONAL INSTRUCTIONS FOR BIDDERS ..................................................... 80

10.1. GENERAL INSTRUCTIONS ................................................................................................................................... 80

10.2. SERVICE LEVEL AGREEMENT .............................................................................................................................. 80

A. SERVICE DISRUPTION PENALTIES ............................................................................................................................. 80

B. SERVICE DISRUPTION PENALTIES ............................................................................................................................. 82

C. SERVICE EXPECTATIONS ........................................................................................................................................ 83

I. IDENTIFIED PARAMETERS ...................................................................................................................................... 83

II. EXPECTED SERVICE LEVELS ..................................................................................................................................... 84

D. OTHER EXPECTATIONS .......................................................................................................................................... 85

E. PENALTIES FOR DELAYED IMPLEMENTATION .............................................................................................................. 86

F. CAP ON PENALTIES .............................................................................................................................................. 87

G. OVERALL LIABILITIES OF THE BIDDER ........................................................................................................................ 87

11 ANNEXURE & APPENDIX ................................................................................... 89

APPENDIX ................................................................................................................................................................... 89

APPENDIX ................................................................................................................................................................... 93

ANNEXURE 1: BANK GUARANTEE FORM ........................................................................................................................... 93

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1 Invitation for Tender offers

Punjab & Sind Bank (PSB) invites sealed tender offers (Technical bid and commercial bid) from eligible, reputed companies for Outsourcing Contact Center Services. In this RFP, the term bidder/prospective bidder refers to the bidder for delivering contact center services mentioned in the scope of work. Complete set of tender documents may be purchased by eligible bidder on payment of a non-refundable fee of Rs.25,000/- (Rs. Twenty five Thousand only) by demand draft in favour of "Punjab & Sind Bank” payable at New Delhi” The bank reserves the right to reject any or all offers without assigning any reason. Please note: • The prospective bidder needs to purchase the tender document from the Bank and is

invited to attend the pre-bid meeting at Punjab & Sind Bank Head Office, New Delhi. In case

the prospective bidder downloads the document from the website of the Bank, the cost of

tender document should be paid along with the bid responses.

• All costs and expenses (whether in terms of time or material or money) incurred by the

Recipient/ Bidder in any way associated with the development, preparation and submission

of responses, including but not limited to attendance at meetings, discussions,

demonstrations, etc. and providing any additional information required by the Bank, will be

borne entirely and exclusively by the Bidder.

• Bidders are required to submit a Bank Guarantee in favour of “Punjab & Sind Bank” payable

at New Delhi, towards Earnest money Deposit (EMD) for Rs.15,00,000 (Rupees Fifteen Lakhs

only) valid for 180 days from the date of submission of the bid. Offers made without EMD

will be rejected. The Bank Guarantee should be issued by any scheduled commercial bank in

India. The format of Bank Guarantee is enclosed as Annexure 1: Bank Guarantee Proforma.

• EMD/ Bank Guarantee must accompany all tender offers as specified in this tender

document. EMD/Bank Guarantee should not be included with Technical or Commercial bid.

It should be in separate cover to be handed over to the Bank. For more details on EMD

please refer to ‘Earnest Money Deposit’ section 7.5

• Tender offers will be opened in the presence of the bidder’s representatives who choose to

attend the opening of tender on the specified date, time and place.

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• Technical Specifications, Bill of Material document, Terms and Conditions and various

formats and proforma for submitting the tender offer are described in the tender document

and Annexure

2 Data Sheet The following is an indicative timeframe for the overall process. PSB reserves the right to vary this timeframe at its absolute and sole discretion and without providing any notice/intimation or reasons thereof. Changes to the timeframe will be communicated to the affected Respondents during the process.

Particulars Details

Tender Number PSB/HOIT/RFP/142/2019-20

Tender Title Request for Proposal for Outsourcing

Contact Center Services

Price of Tender Copy Note: Only for Price of Tender Copy and Bid Security Deposit -Exempt for MSME (Upon submission of Copy of valid MSME Certificate)

Rs. 25,000/- (Non-Refundable) (Demand Draft only) *All MSEs having registration as per provisions of the Public Procurement Policy for Micro and Small Enterprises i.e. District Industries Centre (DIC) or Khadi and Village Industries Commission (KVIC) or Khadi and Industries Board (KVIB) or Coir Board or National Small Industries Commission (NSIC) or directorate of Handicrafts and Handlooms or Udyog Aadhaar Memorandum or any other body specified by Ministry of MSME and Start-ups (recognised by DIPP) are exempted from submission of Tender Fee and EMD only. Relevant certificates should be submitted by the bidder in this regard to avail exemption.

Bid Security Deposit (EMD) Note: Only for Price of Tender Copy and Bid Security Deposit -Exempt for MSME (Upon submission of Copy of valid MSME Certificate)

Rs. 15,00,000/ (Rs. Fifteen Lakhs Only) (Bank Guarantee Only) *All MSEs having registration as per provisions of the Public Procurement Policy for Micro and Small Enterprises i.e. District Industries Centre (DIC) or Khadi and Village Industries Commission (KVIC) or Khadi and Industries Board (KVIB) or Coir Board or National Small Industries Commission (NSIC) or directorate of Handicrafts and Handlooms or Udyog Aadhaar Memorandum or any other body specified by

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Ministry of MSME and Start-ups (recognised by DIPP) are exempted from submission of Tender Fee and EMD only. Relevant certificates should be submitted by the bidder in this regard to avail exemption.

Date of Publishing of RFP on Bank’s website (www.psbindia.com)

30.11.2019

Last Date for Submission of Pre-Bid Query 07.12.2019 13:00 HOURS (queries must be mailed [email protected] only)

Pre-bid Meeting 09.12.2019 11:00 HOURS

Bid submission last date and time 23.12.2019 15:00 HOURS

Eligibility cum Technical bid opening date and time

23.12.2019 15:30 HOURS

Date of Technical presentation To be notified later.

Commercial Bid opening Date and Time To be notified later

Place of Opening of Bids Punjab & Sind Bank 2nd floor, Information Technology Department, Plot No. 151, Sector 44, Gurugram – PIN 122003

Contact Persons for any clarifications/ Submission of Bids

Mr. Manoj Kumar Mr. Mukund Madhaw

Contact Numbers 9811728292 8872010219

3 Structure of the RFP

This RFP document consists of the following information: 1. Overview of services to be provided by selected bidder including the scope of work; 2. Evaluation methodology which shall be followed for evaluation and selection of successful

bidder; 3. 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; and 4. Service level expectation from successful bidder

mailto:[email protected]

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A detailed set of annexures is provided to the bidder for formulation of responses. These

annexures would be used to normalize the bidder’s response for various areas including

bidder’s qualification criteria, functional requirements, technical requirements, proposed team

strength, commercial proposals etc. The list of such annexure is provided in the table below.

Annexure Reference No. Content

Annexure 1 Bank Guarantee Form

Annexure 2 Technical Proposal Format

Annexure 3 Commercial Compliance Certificate

Annexure 4 Compliance Certificate

Annexure 5 Proposed Agency Profile

Annexure 6 Confirmation of Terms & Condition

Annexure 7 Tender Offer Cover Letter

Annexure 8 Submission Checklist

Annexure 9 Pre-bid query format

Annexure 10 Confirmation of eligibility

Annexure 11 NDA Format

Annexure 12 Performance Bank Guarantee Format

Annexure 13 Integrity Pact

Annexure 14 Call Quality Score

Annexure 15 Compliance for reverse auction

Appendix 01 Compliance to Functional and Technical Requirement

Appendix 02 Commercial Bill of Material

4 Introduction

4.1. Overview

Punjab & Sind Bank (hereon referred to as ‘PSB’ or the ‘Bank’) is a major Public Sector bank in

Northern India. The Bank's Head Office is in Rajendra Place, New Delhi.

The Bank has a national presence through a widespread network of 1514 branches all

networked under Centralized banking Solution on Finacle. It also has a network of more than

1206 ATM(s) spread across the country including onsite and offsite ATMs as well. With more

than 110 years of customer services, the Bank has a large satisfied clientele throughout the

country. For enhancing customer convenience levels and overall inter-branch efficiency, the

bank has been a frontrunner in implementing various IT enabled products. Bank has already

launched various delivery channels such as Internet Banking, Mobile Banking, and ATMs. Bank

has also implemented Anti Money Laundering solution.

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The Bank invites Request for Proposal for outsourcing contact center operations. Inbound call

volumes for the last twelve months are captured in the table below:

Month Jan -

18

Feb-

18

Mar-

18

Apr-

18

May-

18

Jun-

18

Jul-

18

Aug-

18

Sep-

18

Oct-

18

Nov-

18

Dec-

18

Average number

of calls offered

daily

714 848 1015 1139 802 1027 954 987 1031 1000 940 1199

Note: The number of calls in the table above are expected to grow. The successful bidder will

have to evaluate call volume basis the data available.

4.1. Purpose of this document

“Bank” intends to issue this bid document, hereinafter called RFP, to eligible Service Providers,

hereafter called as ‘SPs’ or ‘SP’, to participate in the competitive bidding for Outsourcing

Contact Center Operations.

Disclaimer: The RFP document is not a recommendation, offer or invitation to enter into a contract, agreement or any other arrangement in respect of the services. The provision of the services is subject to observance of selection process and appropriate documentation being agreed between the Bank and any successful bidder as identified by the Bank after completion of the evaluation process detailed in Section 9. The information contained in this RFP document or any information provided subsequently to Bidder(s) whether verbally or in documentary form by or on behalf of the Bank, is provided to the Bidder(s) on the terms and conditions set out in this RFP document and all other terms and conditions subject to which such information is provided. This RFP is neither an agreement nor an offer and is only an invitation by Bank to the interested parties for submission of bids. The purpose of this RFP is to provide the Bidder(s) with information to assist the formulation of their proposals. While effort has been made to include all information and requirements of the Bank with respect to the solution requested, this RFP does not claim to include all the information each bidder may require. Each Bidder should conduct its own investigations and analysis and should check the accuracy, reliability and completeness of the information in this RFP and where ever necessary obtain independent advice. Bank makes no representation or warranty and shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. Bank may

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in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP. This is not an offer by the Bank but only an invitation to bid in the selection process initiated by the Bank. No contractual obligation whatsoever shall arise from the RFP process until a formal contract is executed by the duly authorized signatory of the Bank and the Bidder.

4.2. Duration of Contract

The contract period for providing Call Centre services will commence from the date of issuance

of the PO and will be valid for 5 years after starting of Contact Centre operations. Hence, the

duration of engagement is planned to be of 60 months (3 months (migration and setup) + 57

months (Contact Centre operations)). Bank may at its sole discretion, extend the duration of the

contract once for three years OR extend the duration of the contract by one year (annual basis)

for a maximum of three years (i.e. extend three times at the maximum) after completion of the

duration of contract at a mutually agreed terms and conditions and FTE cost.

4.3. Operating Centers

The Bank propose to have primary and secondary site for contact centre operation. The primary

site should be in NCR region or Mumbai Metropolitan Region (MMR). NCR region for this RFP

would include Delhi, Gurgaon, Faridabad, Ghaziabad and Gautam Buddha Nagar. MMR for this

RFP would include Mumbai, Thane, Navi Mumbai and Panvel.

The secondary site should be in any Tier I and Tier II city (as defined by the central sixth pay commission)

in India excluding the disturbed areas in India as defined by various acts of parliament and other

legislative bodies. The bidder should also ensure that primary and secondary centers are in different

seismic zones (as defined by India Meteorological Department, Ministry of Earth Sciences). The

recovery time to restore 100% operations from the DR site should be 4 hours. In case DR is not

available for operations, the primary site should be in a position to serve 100% operations with

4 hours.

The primary site will initially handle 80% of the total inbound call volume, and will manage

100% outbound calls as well as other services that may be utilized by the bank in future. The

primary centre as well as the secondary location is required to commence operations latest

within 3 months from the date of issue of Letter of Intent.

The successful bidder also needs to ensure that the DC and DR for all the solutions/ applications

hosted at its premise are in different seismic zones in the country.

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Contact Centre set up should be same at primary and secondary site from the technology &

infrastructure perspective. In case of a disaster/ major incident at any of the contact center

setup (primary or secondary), the bidder should ensure 100% availability of required FTEs at the

contact center still operational within 3 hours of such disaster/ incident.

4.4. Existing Set-up

Bank is currently managing its Call Centre through an outsourced Centre. The current vendor is

providing Contact Centre services to the bank from its Noida delivery Centre. An indicative list

of products and services being provided by the current vendor are as follows:

1 Inbound calls (primarily regarding balance inquiry, card blocking, internet banking)

2 IVR services (service identification and type of customer identification)

3 Staff recruitment, training and quality assurance

4 Reporting and analytics

5 Customer Relationship Management (CRM) solution

6 Call Telephony Interface (CTI) and Automatic Call Distributor(ACD) solution

7 Other supporting infrastructure for operation of Contact Centre

8 Periodic campaigns/ ad-hoc requests

5 Eligibility Criteria The Bank is looking to select a service provider for outsourcing its contact center operations. The Bidder should be well established and have sound financial standing. Only those Bidders who fulfil the following criteria are eligible to respond to the RFP. Offers received from the Bidders who do not fulfil any of the following eligibility criteria are liable to be rejected. The bidder must fulfil the criteria mentioned in the table below in order to bid for this RFP:

Sr. No. Eligibility Criteria Proofs to be enclosed

1 The Bidder must be a Public/Private Limited Company registered in India under the Companies Act, 1956

Certificate of Incorporation

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2

The Bidder should have been in operation for at least 5 years as on the final date of bid submission. In case the current Bidder company is the result of a merger / acquisition, at least one of the merging companies should have been in operation for at least 5 years as on the final date of bid submission.

Certificate of Incorporation and

Memorandum of Association

3

The bidder should have a positive net worth in the last two financial years in India out of the following financial years: 2016-17, 2017-18 and 2018-19

Financial Statement of the company/

CA Certificate

(In the event that statements is not

publically reported for the Indian call

center operations of the Bidder/its

subsidiary/its parent company, a

certificate to this effect from a

Chartered Accountant should be

provided.)

4

Bidder's yearly gross revenue from India domestic Call Centre voice operations should be a minimum of Rs. 20 crores during each of the last three financial years i.e. 2016-17, 2017-18 and 2018-19.


CA Certificate

(In the event that gross revenue is not

publically reported for the Indian call

center operations of the Bidder/its

subsidiary/its parent company, a

certificate to this effect from a

Chartered Accountant should be

provided.)

5 Bidder should have an independent internal audit function in place.

Self-Declaration

6

The Bidder should not have been

blacklisted/terminated by any

Government/Public Sector

Organization/Agency for unsatisfactory past

performance, corrupt, fraudulent or any

Self-Declaration

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other unethical business practices, at any

point. The Bidder should not have been

blacklisted by IBA or any other Regulatory

or Legal entities.

7

The Bidder or its wholly owned subsidiary providing BPO/Call Centre services or the parent company of whom the Bidder is a wholly owned subsidiary providing BPO/Call Centre services, must have registered itself with Department of Telecommunication (DoT)/ TRAI.

Copy of DOT/ TRAI certificate for the

proposed sites should be issued on or

before the date of publication of this

RFP.

8

The Bidder should be operating with an aggregate of at least 500 Full Time Equivalents (FTEs) on company payroll for its Indian Call Centre Voice operations as on 30th June 2019.

Certificate from the Bidder's HR head

9

The Clientele of the Bidder must include at

least ONE Scheduled Commercial Bank

(with over 200 branches and has total

business (deposits + advances) greater than

INR 1 lakh crore) for whom the vendor has

set up a Call Centre with at least 20 FTEs.

Letter from client on its letter head/

LOI/ Agreement that confirms all the

required points

10

Bidder should have an operational call center in NCR Region or Mumbai Metropolitan Region**

Address and DOT certificate should be

issued on or before the date of

publication of this RFP for NCR Region

or Mumbai Metropolitan Region.

11

The Bidder should have obtained an ISO 27001 certification for any operational call centre sites in NCR Region or Mumbai Metropolitan Region in last two years.

Copy of the certificate

12 The proposed OCRM solution should have been deployed in any one BFSI organizations in India.



required points

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13

The proposed Complaints & Feedback Management solution should have been deployed in any two BFSI organizations in India.



required points

Note:

• Please note that Scheduled Commercial Bank would not include Regional Rural Banks,

Cooperative Banks or Foreign Banks

• Attested photocopies of all relevant documents / certificates should be submitted as proof

in support of the claims made. The bidder should provide relevant additional information

wherever required in the eligibility criteria. The Bank reserves the right to verify /evaluate

the claims made by The Bidder independently. Any decision of The Bank in this regard shall

be final, conclusive and binding upon the Bidder.

• 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.

• In-case of corporate restructuring the earlier entity’s incorporation certificate, financial

statements, Credentials, etc. may be considered.

• Branches mean bank branches only and exclude extension counters, satellite offices, part-

shifted branches, ultra-small branches, specialized branches and banking correspondents.

• NCR region for this RFP would include Delhi, Gurgaon, Faridabad, Ghaziabad and Gautam

Buddha Nagar. MMR for this RFP would include Mumbai, Thane, Navi Mumbai and Panvel.

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6 Scope of Work

The scope of services that need to be provided by the successful bidder can be broadly

classified into the following areas:

1 Business Services

• Agent Assisted Inbound services delivery across multiple communication media

• Agent Assisted outbound services delivery across multiple communication media

• Self-Services Delivery across multiple communication media such as IVR etc.

• Customer Segmentation

2 Infrastructure & Technology

3 Resources on-boarding and training

• Resource planning and recruitment

• Resource training

• Ratio of key staff members

4 Quality Assurance

5 Reporting and analytics

• Regulatory reporting

• MIS and reports for analytics

• Ad-hoc/ Customized reports

6 Other requirements

• Migration

• Ad-hoc campaigns

• Data archival

• Exit management

The successful bidder is expected to take handover from the incumbent service provider and

operationalize the Contact Centre operations within 3 months from the date of issue of Letter

of Intent.

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The successful bidder is expected to provide a high quality service to the bank, discharge in-

scope contact centre services on a 24x7x365 basis and adhere to service levels (SLA) mentioned

in Section 10.2.

For all solution(s), application(s), software(s), hardware/ networking component(s) and security

component(s) that the bidder provides as part of the requirements of this RFP, the bidder is

requested to ensure that adequate controls and governance are implemented. Audit trail and

logs of the corresponding solution and or application and or software and or hardware and or

networking components and or security components must be logged, reported, monitored and

made available to the bank for further analysis.

The logs should include, but not be limited to:

1. Date and Time

2. Log in and Log Out of User ID

3. Terminal ID/IP address

4. Screen/modules affected

5. Activity performed

6. type of exception or error

7. Severity of error

8. Data value change (old and new value)

9. Override ID Used

10. Creation and modification of user accounts including resetting/change of password

11. Access to data

12. Login Attempts (successful and unsuccessful)

13. Access to security protected audit log changes made by administrator (DB, OS or Security)

including super ID (root/admin) access

14. System should be capable of defining log retention period, archival and purging

The transfer of audit trail and logs, of the in-scope components mentioned above, to Bank’s

Security Operations Center or to Bank’s custodian, may be fulfilled on real time basis or store &

forward basis, as decided by the bank.

6.1 Business Services

The scope of the business services to be covered by the Contact Centre can be broadly

classified into the following categories:

1 Agent Assisted Inbound services delivery across multiple communication media

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2 Agent Assisted outbound services delivery across multiple communication media

3 Self-Services Delivery across multiple communication media such as IVR etc.

4 Customer Segmentation

5 Other Channels & New Initiatives such as social media and digital advertising etc.

6.1.1 Agent Assisted Inbound Service

Following is an indicative list of services that need to be provided to inbound callers:

S. No. Category Description

1 General enquiry and

account related queries

on products & services of

the Bank & third- party

products

• An indicative list of products on which general or account related queries are expected to be received, is:

▪ Deposits & Advances

▪ Demat accounts

▪ RTGS/NEFT

▪ Debit Cards/Gift Cards

▪ Third party products such as insurance, and other products distributed at PSB branches

▪ Other bank products

• The types of account related queries expected to be received include balance o/s, maturity amount of FD, maturity date of FD, cheques credited or debited, loan o/s, payments due, interest debited, etc.

• Enquiries can also be expected on last transactions information etc.

• General product queries would need to be recorded in the Centralized Lead Management System

• Balance enquiry over missed call

2 Service Requests • The types of service requests expected to be received include cheque book issue, statements/pass books of any accounts, demand drafts/remittances, hot-listing of debit cards etc.

• Follow-up queries on earlier service requests would also need to be handled

• All complaints/ feedback/ suggestions from customers and non- customers would need to be recorded in the

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Complaint Management System.

3 Complaints • Complaints may be expected on any of the bank's products

• All service requests related complaints would need to be recorded in the Complaint Management System.

• Queries on earlier complaints also need to be handled.

4 Queries on

Internet & Mobile Banking

• All queries related to Internet & Mobile Banking including account opening status, account lock out problems, funds reversal issues, issuance and reset of user ID and password, etc. would need to be handled

• Customers might also need to be handled and guided through the entire processes of internet and mobile banking

5 Fraud Related Calls • Apprise and support customers who are expected to be/ already are vulnerable to a fraud

• Obtain inputs from customers to understand the severity/ to confirm a probable fraud over IVR and/ or through agents

6 ATM Complaints • All ATM related complaints including non-disbursal of

cash would need to be recorded and handled appropriately by forwarding it to concerned department and recording them in the Compliant Management System

• Card hot-listing and complaints related to wrongful transactions

• ATM not working etc.

• Call logging for down ATMs with concerned vendor

7 ATM/Branch Locator • The Contact Centre should be able to provide the location of ATM/Branch from the databank of ATMs and Branches

8 Marketing • CSAs would need to be completely well versed with bank's product information so as to be able to pitch to customers calling for enquiries e.g. knowledge of all Bank interest rates and corresponding ones of competitor banks etc.

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• CSAs should be able to deal with queries related to new products launched by other banks and how Bank's products stock up against them

9 Pradhan Mantri Jan

Dhan Yojana (PMJDY)

organized/ managed by

the Bank*

• All relevant and above listed functions and services would also need to be provided for PMJDY services

*Note: The bidder shall have to support bank’s requests pertaining to all government and statutory schemes the bank deems dedicated/ exclusive support for.

Detailed requirements for services pertaining to Inbound Calls are mentioned in sheet named

“Inbound Calls” in Appendix 1: Functional and Technical Requirement

6.1.2 Agent Assisted Outbound Service

Following is an indicative list of services for which outbound calls need to be made to current

and prospective/ potential customers:

S. No. Area Description

1 Lead Processing • Process leads captured from various alternate delivery channels

2 Marketing Functions • Assist the bank to promote the new product and service offering by making outbound calls

• Capture leads identified while promoting the new offerings

3 Soft Recovery • Assist the bank to recover outstanding/ overdue loan payments by making soft calls and maintaining follow-ups on the same

4 Welcome Calls • Make a welcome call to the new customers on their registered mobile number (serving an additional role of verification check)

5 Continuation of Abandoned

Calls • Make calls to customers whose calls got

disconnected due to technical/ operational snag.

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S. No. Area Description

6 Calls to customers with dormant

accounts • Make calls to customers with dormant

accounts, i.e. account that do not have a transaction for 2 years

7 Fraud Related Calls • Apprise and support customers who are expected to be/ already are vulnerable to a fraud

• To obtain inputs from customers to understand the severity/ to confirm a probable fraud over IVR and/ or through agents

8 Feedback Related Calls • To get feedback on quality of service provided by the bank

The bidder shall implement the campaigns for calling processes of PSB. The bidder shall also be

responsible for the installation, configuration and integration of the complete outbound System

which would include, but not limited to, the following:

1. Campaign creation:

a. Options for creating LOB wise campaigns eg Hindi speaking, English speaking etc.

b. Primary and language wise call table option for each LOB

2. Uploading call table:

a. Option to upload call table in Excel format

b. Edit option for setting pacing & Manual churning based on dialer disposition

3. Dialing modes:

a. Predictive mode

b. Preview mode

4. Dialing switch mode option between predictive and preview

a. Option for associate to call on alternate contact number under the Preview

mode

b. Option for calling on alternate contact number if primary contact number not

contactable under the Predictive mode

5. Self-call back options if required

6. Associate view screen:

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a. Customer basic details should be visible to associate such as Customer Name,

Contact number, Alternate contact number , Account type, Account activation

date, Branch sol ID

b. Dispositions for capturing customer interaction

7. RTA:

a. Call queue monitoring

b. Call table monitoring

Detailed requirements for services pertaining to Outbound Calls are mentioned in sheet named

“Outbound Calls” in Appendix 1: Functional & Technical Requirements

6.1.3 Self-Service Delivery

The successful bidder is required to design the IVR tree structure for the Bank. The Bank would

review the IVR call tree on a regular basis and may suggest changes and customization in IVR

tree structure from time to time. The successful bidder will be required to execute the

proposed changes within 15 working days at no cost to the Bank on receipt of such request

from the Bank.

The IVR system deployed by the bidder should have capabilities to authenticate user based on

T-PIN or Debit Card/ Credit Card and PIN combination.

Following is an indicative list of functions to be made available on the IVR:

1 Balance Enquiry

2 Mini-statement

3 Pin Change

4 Stop Cheque Request

5 Hot-listing of debit card

6 Banking Services and Product Info

7 Common functions across IVR – return, exit etc.

Additionally, the Bank, at its sole discretion might include more functions on IVR in future. An

indicative list of transactions that could be added is given below:

1 Last 5/ 10 transactions

2 Debit card issuance

3 Cheque book issuance

4 Lead generation for different services

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Detailed requirements for services pertaining to IVR are mentioned in sheet named “IVR

Functions & Other Channels” in Appendix 1: Functional & Technical Requirements.

The successful bidder shall provide feature to broadcast important messages/ advertisements

on IVR at no cost to the bank during the waiting period (when the customer is waiting to talk to

agents). The content and time period for such messages/advertisements shall be decided by

the Bank. Bank would provide the content for advertisement to be configured on the IVR. The

Contact Centre shall create the voice file for the advertisement up to the satisfaction of the

bank.

6.1.4 Segmentation

Calls from the segments mentioned below would need to be attended by more experienced,

multi-skilled/ suitably trained agents:

1 Internet and mobile banking customers

2 Corporate/ SME customers/retail

3 Calls received from hotlines placed in branches

4 Any other segment which the Bank decides to add in future

The bank expects Sr. CSAs i.e. more experienced and better rated agents for attending the calls

related to these customer segments.

6.1.5 Other Channels & New Initiatives

The Bank requires the bidder to implement upcoming initiatives at the Contact Centre. Below is

the indicative list of such initiatives:

1 Setting up of Contact Centre for activities related to financial inclusion.

2 Any other project undertaken by the Bank in future

If the Bank decides to implement any of the above (or similar) call based initiatives, the cost of

each of such new initiative would be at the agreed FTE rates with the bank.

The Bank requires the bidder to implement channels also at the Contact Centre from the

beginning. Below is the indicative list of such initiatives (inbound and outbound processes):

1 SMS

2 Web-Chat and Mobile-Chat

3 E-Mails

4 Social Media Management (query management on multiple platforms)

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Following is the scope of work pertaining to social media management requirement:

1. The Bidder shall maintain/entertain the queries of customers/ users on PSB’s social media

profiles i.e. Facebook Page & Twitter Profiles and create similar Official Profiles on You

Tube Channel, Google plus, Linked In, Instagram, Wikipedia, etc. or any other upcoming

social media platform during the course of contract and hence set up a complete social

networking management system for PSB. The bidder shall also manage the same by

deploying requisite number of persons with requisite qualifications and skills-set. Bidder

should study PSB’s processes & requirements and personally interact with various PSB

departments to manage Social Media platforms of PSB.

2. The Bidder should respond to queries/ comments received on Social Media Platforms after

taking due approval from the concerned authority at PSB. Feedback, messages and any

other important communication received from visitors to the sites should be acknowledge

immediately or for specific response should be forwarded to the officials concerned directly

from time to time.

3. The Bidder should develop, populate, publish and update the content (incl.

Visuals/Graphics) as and when required on 24X7 basis. The frequency of information will be

on a continuous and daily basis.

4. The Bidder should provide time-to-time recommendation to PSB on relevant content /posts

to be updated on the social media platforms.

5. The Bidder should increase in no. of followers/likes in Twitter & Facebook, create Twitter

trends, provide Video promotion on YouTube, designing Creative like Banner, pamphlets/

leaflets etc.

6. The Bidder should provide detailed analytics about Social Media activities related to PSB.

Submission of weekly competitive analysis and activities of other educational consultancy

companies

7. The Bidder should publicise PSB’s various schemes, acts and related activities on the social

media platforms/media publications

8. The Bidder should assign one officer as Single Point of Contact (SPOC), with a minimum

relevant experience of two years in social media, dedicatedly for this assignment and shall

be required to be present at the PSB office at least once a week or as and when desired by

PSB.

9. The bidder should use a Social Media management tool that has built-in listening,

Publishing, Twitter & Facebook Analytics & Agent Responses Management Interface along

with Agent performance management dashboard.

Platform with a single interface at agent side for all communication media.

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6.2 Infrastructure and Technology

The successful bidder shall provide in-scope Contact Centre services on an outsourced model

i.e. from its premises. Cost of all the necessary infrastructure such as office space, headsets,

telephones, desktops, internet connectivity etc. shall be borne by the service provider.

Requisite number of PRI lines shall be arranged by bank to be provisioned at the premises of

service provider. The service provider shall directly coordinate with telecom operator for any

support related to PRI line. Any increment in the requirement of infrastructure due to increase

in volumes or due to adherence to SLAs etc. shall be solely borne by the successful bidder.

The bank would provide application hosting space (for OCRM) to the successful bidder at its

Data Centre and Disaster Recovery Centre and will also provide managed services for the

deployed IT infrastructure. However, the successful bidder would be solely responsible for

sizing of such infrastructure required/ to be deployed at Bank’s Data Center and Disaster

Recovery Center. The bidder would be responsible for procurement, supply, deployment and

maintenance of proposed servers (including database and OS) at the Bank’s DC and DR as well

deployment and maintenance of all the in-scope applications.

The Bank would be responsible for procurement and deployment of the other infra proposed

such as routers and storage infrastructure at the Bank’s DC and DR as well deployment and

maintenance of all the in-scope applications.

The bank is also expected to undergo a relocation of its primary Data Center, Disaster Recovery

Centre and Near DR site. The successful bidder shall also be required to migrate, at no extra

cost to the bank, the data from current hosting provider to the new hosting provider that bank

may onboard. The successful bidder is expected to provide the required applications and the

required interfaces for providing in-scope services. Any software proposed by the bidder should

have OEM support. It should not be an open source freeware/shareware solution. An indicative

list of technologies/ solutions to be provided by the successful bidder shall include:

1 OCRM application to log the service requests and other customer interaction

2 Complaints and Feedback Management System

3 Call Monitoring System

4 Voice logger

5 Automatic call distributor

6 Application based dialer

7 Missed call Campaign creation and Management

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8 Promotions Engine across Voice, SMS, Email and Social media for different products and

services

9 Chat Integration for customer communication

10 Computer Telephony Interface

11 Reporting and MIS tool

The bidder needs to procure the OCRM software to be hosted in bank's premises. The OCRM

solution would be made available to the bank on an OPEX model. In case of termination, the

bidder will transfer the OCRM software licenses & the corresponding OS and DB licenses in the

name of Bank at no extra cost. Such licenses will be perpetual in nature. The OCRM application

proposed should be of the latest version and able to interface with future applications

implemented by the bank, wherever applicable. In case of early termination or end of contract,

the successful bidder is required to transfer these software components to bank at no extra

cost. All other software hosted at bidder's location need to be provided as service. The

successful bidder is required to submit the proof of DR drills conducted by the service provider

for softwares hosted in bidder’s location.

The bidder needs to supply the Complaints and Feedback Management Solution (CFMS) to be

hosted in bank's premises. The CFMS would be made available to the bank on an CAPEX model.

Upon supply, the bidder would deliver the CFMS software licenses & the corresponding OS and

DB licenses in the name of Bank at no extra cost. Such licenses will be perpetual in nature. The

CFMS application proposed should be of the latest version and able to interface with existing

and future applications (Finacle, LOS, Omni Channel, FRM etc.) implemented by the bank,

wherever applicable.

The bidder should ensure that bank’s customers’ data should always remain within India and

should be stored within data centers present in India. The bidder should also comply with all

data protection measures enforced by the concerned statutory/ regulatory bodies or by the

Government of India.

The following table captures the scope of the successful bidder and the bank pertaining to the

infrastructure and technology required for Contact Centre set-up and its operations:

S. No. Area Successful Bidder Bank

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S. No. Area Successful Bidder Bank

1

Contact Centre Infrastructure:

• Office space for Contact Centre operations

• Head-sets

• Telephone Instruments

• Desktop

• Other applicable infrastructure components

✓

2 All application license, customization and their

installation ✓

3 Application maintenance and version upgrades ✓

4 Maintenance of servers hosted in Bank’s data Centre ✓

5

Sizing of IT and network infrastructure equipment for

hosting the operational CRM and CFMS at Bank’s DC

and DR (the same needs to be mentioned in the

Appendix 2: Commercial Bill of Material)

✓

6

Procurement/ making available of servers (including

DB and OS for servers) for hosting the operational

CRM and CFMS at Bank’s DC and DR

✓

7

Making available of IT other than servers (backup,

storage etc.) for hosting the operational CRM and

CFMS at Bank’s DC and DR

✓

8

Procurement of IT and network infrastructure

equipment for hosting the solution components at

Successful Bidder’s DC and DR

✓

9 Application hosting space (for OCRM and CFMS) at

Bank’s DC/ DR ✓

10 PRI Connectivity ✓

11 Connectivity with backup links (between Contact

Centre and bank’s DC and DR) ✓

12 Office space for designated bank staff (2 seats + 1

cabin) at primary site ✓

13 Customization, development, integration of

applications with bank’s systems ✓ Facilitate

Note:

• Any component (service/ hardware) that is not explicitly mentioned in the table above is to be provided by the successful bidder if required for completing the objective of the RFP.

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• Along with the seats and cabin at the Contact Centre bidder is also required to provide supporting infrastructure including training rooms and meeting rooms with facilities, desktops sets, connectivity, application access etc. as well as seats, furniture etc.

The successful bidder shall also provide a read-only access to all tools/ solutions (including

capabilities of live call barging) used by bidder to the bank’s designated staff at its Contact

Centre as well as at the Bank’s head office.

The success bidder shall deliver all in-scope services and requirements considering

government/ regulator guidelines, security and cyber security guidelines, data privacy

guidelines, RBI guidelines, customer convenience etc. The successful bidder shall also provide a

fail-safe data network to transport data, voice, web etc. to call Centre location with adequate

bandwidths. Adequate Network Security should be ensured at all times across the contract

duration. Network security should be maintained by having password and audit control on

Network Equipment. Internet connectivity should be restricted (i.e., only necessary sites are

accessible). Firewall and IDS/IPS protection must be in place. Separate VLAN, proper Antivirus

security with centralized updates, LAN maintenance at Call centre location should be in place

for the Bank. The entire network should have inbuilt redundancy to ensure high uptime.

Key systems to be provided by the bidder as part of the solution include:

1 Indicative list of systems to be hosted in Bank’s Data Centre

i. OCRM system

ii. CFMS System

2 Indicative list of system(s) to be hosted in bidder’s locations

i. IVR application

ii. Call Monitoring System

iii. CTI solution including ACD, dialer, voice logger

iv. Integration of bidder’s OCRM through a standard CTI solution for popping up customer dashboards

v. Outbound dialer

vi. All contemporary and relevant state of the art Business Productivity Tools such as Call

Back Manager with Dialer, lazy agent monitoring, Screen recording & Barge-in & Online

Reports & Management Dashboards for Bank. The bidder is obligated to provide

effective reporting tools to enable new report creation easily.

vii. Other basic infrastructure such as cabling, firewalls for security etc.

3 Integration with the key systems of the bank including:

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i. Core Banking System: The Bank presently uses Finacle 7.0.25 and is process to upgrade to Finacle 10

ii. ATM Switch: The bank currently uses BASE 24 (Version 6.10). Bank is also in process of migrating its ATM switch solution.

iii. Internet Banking

iv. Mobile Banking

v. Payment Systems

vi. SMS servers

vii. Debit and Credit Card Management System

viii. Loan Origination system (currently being implemented)

ix. SPGRS portal

x. Real Time Transaction System (Fraud Management System)

xi. NPCI for delivery channels

xii. Financial Inclusion (FI)

6.2.1 Complaints & Feedback Management System

1. The complains/grievances received by telephone, sms, e-mail or written must be registered

immediately and intimated to appropriate resource of area/locality concern to resolve the

grievances.

2. The CFMS system should also generate a ticket number to the complainant for further reference by

sms/e-mail

3. All the grievances received should be registered, recorded with ticket number in the web portal.

Web portal will always updated in real time basis with grievance resolve status.

4. The call center agent should be able to inform the complainant about the status of grievance

reported.

5. The call center agents should also make outbound call to bank’s customers to get feedback on

quality of service provided by the bank. This call will help to create awareness among customers

about bank’s various initiatives.

The broad scope of work for Complaints and Feedback Management Solution includes the following:

1. Supply of CFMS solution, including environmental applications such as database, middleware,

virtualization software etc., warranty/ ATS for CFMS solution, or any other related as required in the

proposed solution

2. Hardware sizing and installation, configuration, testing and commissioning of suggested hardware at

both bank’s DC and bank’s DR for the proposed CFMS solution

3. Planning, design, implementation (along with required integrations), installation & commissioning of

CFMS solution at primary data centre and DR site

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4. Application Maintenance Support Services for the proposed CFMS solution

5. The ATS/ support for the CFMS solution (including environmental software) should include the

following:

a. All major and minor version upgrades at no extra cost

b. Program updates, patches, fixes and critical security alerts as required

c. Compliance of Indian statutory regulations and mandates (legal guidelines of GOI as per Gazette

of India, regulatory authorities etc.)

d. Documentation updates

e. 24*7 support for CFMS related malfunctions with related SLAs and ability to log requests online

The successful bidder shall at minimum have to integrate the complaints & feedback management

system with the following applications:

1. ATM and PoS Solutions

2. Mobile Banking, Internet Banking, IMPS, UPI (solutions that are a part of OMNI Channel)

3. BHIM AADHAAR

4. Financial Inclusion

5. Loan management workflow

6. Contact Centre Applications

6.2.1.1 O&M Services

After the go-live of CFMS solution, the successful bidder shall be responsible for managing all

application, server and database level problems that are identified during the contract period (across

warranty and ATS phase) and shall provide all the necessary support in order to repair the problems

thereby ensuring smooth operations.

The bidder may deploy resources on-site at bank’s data centre (or any other location as decided by

bank) for providing application management/ solution administration/ infrastructure management

services. The O&M services should be budgeted as part of the ATS/ Support cost.

6.2.1.2 Application management services

The following is an indicative list of activities that are expected to be performed as a part of application

management services. The scope of work shall be inclusive of but not limited to the activities mentioned

under this category.

1. Performing vendor/OEM interaction for resolving application related issues

2. Performing performance tuning of applications

3. Performing Access Management (new user creation, user deletion, user access rights’ review etc.)

4. Performing patch updates and software updates for in-scope application

5. Supporting Disaster Recovery activities for the in-scope applications.

6. Performing any other day-to-day administration and support activities

7. Resolving L1, L2 and L3 issues

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8. Providing and using online tool for logging and tracking issues and reporting SLAs

9. Log tickets in cases where client is not able to raise a ticket

10. The support window for this service shall be 24*7

6.2.1.3 Change and release management services

The following is an indicative list of activities that are expected to be performed as a part of change and

release management services. The scope of work shall be inclusive of but not limited to the activities

mentioned under the service category.

1. Planning and scheduling change and release request as per defined timelines

2. Ensuring all changes made are approved and adhere to strict Request for Change (RFC) policies

3. Centralizing change-related information from all identified stakeholders into a unified change

management database

4. Managing and tracking changes from the moment they are proposed, through implementation in

the live environment, to the evaluation of the end result

5. Determining business and technical impact, including the impact on other services, the effect of not

implementing the change, and the resources required and take approval from Change Advisory

Board (CAB) (if required)

6. Maintaining and updating trusted configurations to ensure a smooth release process

7. Performing Impact analysis, create test plan, and rollback plans

8. Testing and implementation of patches and upgrades

9. Performing post implementation review and documented closure for all changes and tracking all

changes implemented

10. Performing virus pattern updation within agreed time period of new release at the vendor site and

cleaning of end user systems

11. Implementing advisory/alerts from vendors, OEM, expert/special interest groups, across in-scope

hardware and software, reported.

6.2.2 Integration with Real Time Transaction System This section captures an indicative scope of work and purpose for bank’s purpose to integrate contact center technology with bank’s real time transaction monitoring system. Bank expects the bidder to integrate its applications with bank’s real time transaction system (fraud management system) to apprise the customer of a potential fraud situation. The contact center service provider, basis the alerts raised the RTTS application should be able to facilitate automate outbound calls and SMS and outbound calls through agents to inform Bank’s customer about a potential fraud situation. The bidder is expected to transfer bank’s customer’s feedback received, both through automated computer-based call or SMS or through agent based call, to the RTTS system for RTTS system to take appropriate measures.

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In case a bank’s customer apprises the bank of a potentially fraudulent situation/ transaction through the contact center’s IVR or agent or through any other in-scope channel or mechanism, the contact center technology should be able update the RTTS solution for RTTS solution to take appropriate measures.

6.3 Resource on-boarding and training

Bank expects the bidder to deploy adequately skilled and trained resources for answering

bank’s calls, to provide a consistent and high quality experience along with a high percentage of

first time resolution to the bank’s customers. To ensure this bank would expect the bidder to

deploy:

1 Customer Service Associates (CSA)

2 Senior Customer Service Associates (Sr. CSA)

3 Team Leader (TL)

4 Manager

5 Quality Associate (QA)

6 Trainer

6.3.1 Resource planning and recruitment

The successful bidder is required to do the resource planning and resource deployment, while

maintaining the minimum qualification as mentioned in the table below:

Resource Minimum

Education

Language Skills Experience Technical Skills

Customer

Service

Associate

• Must be a graduate or higher**

• Speak, read and write in Hindi, Punjabi and English

• Able to communicate confidently and politely, with good speaking skills

• At least 6 months in a Call Centre, or in direct selling/ telemarketing in the service industry.

• Fresher can be considered subject to an approval by the Bank’s team.

• Awareness on banking and Bank's products

Senior

Customer • Must be a

graduate or

Same as above • At least 18 months in a Call Centre, or

• Detailed knowledge of

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Resource Minimum

Education


Service

Associate

higher** in direct selling/ telemarketing in the service industry

intricacies of banks products

Team

Leaders

(Final

Selection

would be

only after

interaction

with the

bank)

• Must be a graduate or higher

• Should be trained on COPC (or similar) methodology

Same as above • At least 2 years in a Call Centre, or in direct selling/ telemarketing in the service industry

• Experience in coaching and developing skills of people

• Effective problem-solving and decision-making skills

• Complete knowledge of Bank's products & processes

Assistant

Manager

Final

Selection

would be

only after

client

interaction

• Must be a Graduate or equivalent

• Must be certified from NASSCOM (or similar certification agency)

Same as above • At least 3 years in a Call Centre, or in direct selling/ telemarketing in the service industry

• Experience in coaching and developing skills of people



Trainers • Must be a graduate or equivalent

• Must be trained on COPC (or similar) methodology

Same as above • Experience of at least 2 years in training in the field of soft skills and communications

• Experience/ knowledge of Bank's products & processes



Quality

Assurance • Must be a

Graduate or

Same as above • Experience of at least 2 years as quality assurance

• Effective problem-solving and

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Resource Minimum

Education


equivalent in charge at a BPO

• Experience/ knowledge of Bank's products & processes

decision-making skills


*In case suitable under-graduate resources deemed fit for the profile, service provider can

deploy the resources only after explicit approval from the authorized person in the bank.

**The bank may accept agents who are 12th pass (pursuing graduation) for the roles of

Customer Service Associate(s) and senior Customer Service Associate(s). The successful bidder

shall have to take bank’s approval for recruiting such agents.

Bank may interview the resources deployed by the bidder. In case a deployed resource is not found technically competent by the Bank, the bidder shall have to deploy alternative resource meeting the RFP criteria.

The bank reserves the right to audit the credentials and qualifications of the resources

deployed for Bank’s contact center operations. In case of non-adherence of the resource

qualifications mentioned above, the bank may summarily reject bidder’s contract.

6.3.2 Resource Training

The successful bidder shall be responsible for conducting project specific resource on-boarding

training. This training shall include training of tools and technoloy, PSB specific processes,

products and services, soft-skills etc. The successful bidders are also expected to evaluate each

trainee’s performance through appropriate mechanism/ test process approved by the bank and

gauge him/her basis the threshold value. The resources clearing the training evaluation test

shall be forwarded for on-job training. The period for on-boarding training should be at least 10

working days (80 hours). The successful bidder is required to maintain the results and evidences

of training evaluation test and evidences for attending training for each trainee and make them

available to the Bank or third party auditors as and when requested by the Bank. At no time,

any resource with the evaluation score less than the threshold value should be deployed to the

bank’s project.

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The successful bidder shall also be responsible for providing on-job training to resources

qualifying the training evaluation test. The methodology used for on-job training may include

shadow resource, continuous monitoring, 100% call audit and feedback etc. The period for on-

job training for each resource should be of at least 1 week post clearing the training evaluation

test.

Bank may additionally interview the successful agents before their deployment on the floor. In

case bank feels that the performance is not adequate, the agent shall have to repeat the

required training process or be replaced with suitable agent as defined above at no cost to the

bank.

6.3.3 Ratio of key staff members

The criteria for providing CSAs, Sr. CSAs, TLs, QAMs, Trainers and AMs is as follows:

1 1 Sr. CSA for every 1 CSA (The CSA should not be reporting to a Sr. CSA; A Sr. CSA should be a better and more experienced CSA who handles priority calls as mentioned in scope of services)

2 1 Team Leader for every 15 CSAs/Sr. CSAs or part thereof

3 1 AM for every 5Team Leader or part thereof

4 1 QAM for every 35 CSAs/Sr. CSAs or part thereof

5 1 Trainer for every 75 CSAs/Sr. CSAs or part thereof

At no time the ratio can be more than the proposed size. E.g. if the contact center has 76 CSA/

Sr. CSA then the bidder needs to have 2 Assistant Managers.

There should be a promotional process within CSAs so as to ensure that better candidates are

incentivized. E.g. CSA to Sr. CSA, Sr. CSA to TL etc. Also, staff trained/employed on Bank's

account cannot be shifted to other accounts without explicit prior approval of bank.

It is clarified here that the Bank shall not make any additional payment in respect of Team

Leaders, Assistant Managers, QAMs, trainers etc. deployed by the bidder for taking escalations,

supervision and control of CSAs/ Sr. CSAs on the floor.

6.4 Quality Assurance

The successful bidder is expected to deploy dedicated quality assurance team for entire

duration of the contract. The quality assurance team should be independent of the operations

and training team. The quality assurance team is responsible for the following, but not limited

to:

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1 Ensuring that the resources deployed are in confirmation to minimum qualification laid out

in section 6.3.

2 Monitoring the performance of Customer Service Associate and Senior Customer Service

Associate on a sample basis. The sample size shall be mutually agreed between the

successful bidder and the Bank.

3 Monitoring of 100% of calls pertaining to hot-listing of ATM cards.

4 Executing Continuous Improvement Plan (CIP) in order to exceed the target service levels &

KPIs mentioned in this RFP/ customer satisfaction.

5 Performing root cause analysis for repeated failure in service delivery and sharing the report

for the same with the bank

6.5 Reporting and MIS

The successful bidder shall provide and deploy a solution to generate standard reports including

reports to verify KPI & SLA parameters and regulatory & statutory reports. In addition, it should

also be capable of generating ad-hoc/ customized reports/ MIS as per the Bank’s requirement.

Reports should also be available in web-enabled format & should be configurable to be e-

mailed to a defined mailing list. Banks’s team should be able to generate/ access reports from

Bank’s head office and from proposed contact center locations.

The report format shall be flexible and shall be available either in xls, txt or any other user-

friendly structure/ format including graphics depending on the request of the Bank from time

to time. The successful bidder is required to provide only system generated reports (with no

requirement for manual intervention) in order to track the proposed SLAs.

Details of the requirements pertaining to reports and MIS are mentioned in Appendix 1:

Functional & Technical Requirements in sheet named “MIS”.

6.6 Other requirements

6.6.1 Migration

The successful bidder is required to migrate the data from existing operational CRM hosted at

current vendor’s premises to the OCRM that shall be used by the bidder. The information to be

migrated would include complete data including call recordings/ logs, list of open transactions

such as service requests, issues, leads etc. The successful bidder shall be responsible for closing

all the open transactions and provide seamless services to the bank’s customer.

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6.6.2 Accessing and Archival of Contact Centre Data

The successful bidder shall archive all the calls (inbound and outbound), mails and web-chats

etc. carried out during the contract period and share it with the bank as and when required by

the bank during the contract period. The bidder is required to store and maintain all data for

the duration of the contract.

The successful bidder is also expected to assist the bank in data and call recording retrieval

based on the parameters defined by the bank from the data repository during the life of the

contract. The successful bidder shall also assist the Bank in responding to queries and

investigations initiated by the statutory bodies or law enforcement agencies as well as in

fulfilling regulatory reporting requirements.

The successful bidder should record and store online data and call logs at bidder’s premise for

at-least 90 days. Thereafter, the bidder should provide the same to PSB on a storage media

arranged by the bidder on a monthly basis.

The successful bidder shall also make available a web-based secure console/ portal for bank’s

resources to access any MIS report or inbound or outbound call concluded during the contract

period. The data on this console/ portal should be available on a real time basis. The bank’s

resources should be able to access a report OR load the audio clip pertaining to any call basis

parameters decided such as timestamp boundaries, type of call (inbound/ outbound),

language, agent ID, AHT, abandonment rate etc. In case audio files of calls are transferred into

physical forms of storage, the bidder shall have to submit an index file to the bank.

6.6.3 Exit Management

The bidder shall promptly on the commencement of the exit management period (maximum of

3 months or any mutually agreed period), either due to termination of the contract or expiry of

the contract, supply to the Bank or its nominated vendors the following:

1 Information relating to the current services rendered

2 Data related to open transactions such as service requests, issues, leads etc.

3 Migration of archived call records (online and offline), mails and web-chats

4 Process documents, specific to PSB, created during the contract period

5 Any other information/ support required for successful handover & migration of Contact Centre services

The bidder shall provide uninterrupted services on existing terms till an alternate solution is

available. Additionally, successful bidder is responsible for handover of all the Bank’s data

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including OCRM data, call logs and audio recordings etc. to the Bank or its nominated vendor as

informed by the bank.

Before the expiry of the exit management period, the bidder shall deliver to the bank or its

nominated vendor all new or updated materials from the categories set out above, and shall

not retain any copies thereof, except that the bidder shall be permitted to retain one copy of

such materials for archival purposes only.

6.7 Training and Change Management

1. The successful bidder will be responsible for give a training (functional, technical and

operational) to the designated core team of the bank on contact center operations,

processes and underlying information systems solutions covering, but not limited to,

product features, configuration, customization, parameterization, operations, management,

error handling, system administration, etc. with respect to contact center information

operations.

2. After the operationalization of contact centre, the bidder shall identify the faculty for

imparting training to the Bank’s core team. Bank shall make arrangement for training

infrastructure.

3. The successful bidder shall also conduct a one day workshop (independent from the training

session for core team) for the senior management of the Bank at location communicated by

the bank. This workshop shall cover the capabilities and functionalities of the implemented

services.

4. With regard to activities under the scope of the bidder in this RFP; the bidder needs to

provide a comprehensive training methodology document and the training should cover at

least the following areas:

a. Functionality available in the solution

b. Parameterization

c. Techniques of generating various MIS reports from the solution provided

d. Data Migration

e. Auditing techniques

f. Advanced user training

g. Deployment of various products/ packages as part of the solution

h. Log analysis and monitoring

i. Incidence analysis and reporting

5. The training will be held at a location recommended by the Bank.

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6. The successful bidder may use the training infrastructure and IT infrastructure available at

Bank’s premises. The successful bidder is expected to set up the required infrastructure

(including the client desktops) at the training location. Bank shall not pay any additional

amounts to the successful bidder for the same.

7. The successful bidder will be responsible for providing the core team trainees with the

requisite training material (for functional training, technical training, operational training

and end user training material, job card and other relevant material) in both hard and soft

copies. The onus of preparing the training material will be on the successful bidder.

8. The training provided by the successful bidder as part of the scope will be in the form of

either hands-on, class room or on-the-job training.

9. The minimum qualification for any trainer allocated to Bank against this RFP shall be 2

Years of Experience as a Trainer (Techno-Functional).

7 Terms and Conditions

The following are the general terms and conditions proposed to be included in the Contract. PSB

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 PSB. The

contract agreement will contain various terms and conditions relating to payment, delivery, installation

and commencement of operations, 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 PSB, will also form a part of the agreement.

Bidders not complying with the terms and conditions of the RFP are liable to be rejected.

The successful bidder must initiate work on the project within 15 days of execution of the contract.

The first page of the contract agreement shall be on a stamp paper of appropriate value.

The bill for the services rendered must be furnished along with the prices thereof, as per the terms and

conditions contained in this document.

Payment shall be made on the actual procurement however the commercial evaluation shall be on the

Total Cost of Ownership (TCO).

General Terms and Conditions

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7.1. Terms of Assignment

The selected Bidder should perform activities as mentioned in “Scope of Work Section 6. However, if for

any reason the work is not completed as per the requirements of the RFP within the stipulated time the

bank will impose Liquidated damages as per clause 7.15 and penalty as per the section 7.16.

7.2. Amendment of the Bidding Documents

At any time prior to the deadline for submission of bids, the Bank, for any reason, whether at its own

initiative or in response to a clarification requested by a prospective Bidder, may modify the Bidding

Documents by amendment. All prospective Bidders may check Bank’s web site for amendments and it

will be binding on them.

Bank may, at its discretion, extend the last date for bid-submission.

Bank reserves the right to scrap the tender at any stage without assigning any reason.

7.3. Confidentiality of the Bid Document

The Bidder, irrespective of his/her participation in the bidding process, shall treat the details of the

documents as secret and confidential.

7.4. Documents Consisting the Bid

The Bid prepared by the Bidder shall comprise the following components:

Technical Bid – Part I of the bid document. The Bidder shall furnish as part of its technical bid,

documents establishing the bidder’s eligibility to bid and its qualifications to perform the Contract. As

part of its technical bid, the bidder should submit documents agreeing to the bid’s terms and conditions.

The documentary evidence of the Bidder’s qualifications to perform the Contract if its bid is accepted,

shall establish to the Bank’s satisfaction:

• that, the Bidder has the financial and technical capability necessary to perform the Contract;

• that, the Bidder meets the qualification requirements

• Bid document as per format enclosed in Annexure

• Bid security (Earnest Money Deposit)

• Bid Amount (Cost of RFP)

• Duly Signed and Stamped RFP Document with Corresponding corrigendum’s/addendums

The Bank may, at its discretion, reject any bid document not accompanied by the above.

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7.5. Earnest Money Deposit (EMD)

Non-submission of Earnest Money Deposit as mentioned in Key-Information will lead to outright

rejection of the offer. The EMD is to be submitted in the shape of Financial Bank Guarantee from any

Scheduled Commercial Bank valid for minimum 180 Days from the date of Bid Submission Date.

EMD of unsuccessful Bidders will be returned to them on completion of the procurement process. The

EMD of successful Bidder(s) will be returned within 30 days on submission of Performance Bank

Guarantee.

a. The Earnest Money Deposit may be forfeited under the following circumstances:

b. If the Bidder withdraws its bid during the period of bid validity (180 days from the date of

opening of the technical bid).

c. If the Bidder makes any statement or encloses any form which turns out to be false, incorrect

and/or misleading at any time prior to signing of contract and/or conceals or suppresses

material information; and / or

d. In case of the successful Bidder, if the Bidder fails:

• To honour submitted bid

• To sign the contract in the form and manner to the satisfaction of the Bank.

• To furnish performance Bank Guarantee in the form and manner to the satisfaction of the

Bank.

*All MSEs having registration as per provisions of the Public Procurement Policy for Micro and Small

Enterprises i.e. District Industries Center (DIC) or Khadi and Village Industries Commission (KVIC) or Khadi

and Industries Board (KVIB) or Coir Board or National Small Industries Commission (NSIC) or directorate

of Handicrafts and Handlooms or Udyog Aadhaar Memorandum or any other body specified by Ministry

of MSME and Start-ups (recognised by DIPP) are exempted from submission of Tender Fee and EMD only.

Relevant certificates should be submitted by the bidder in this regard to avail exemption.

7.6. Adherence to Terms and Conditions

The Bidders who wish to submit responses to this RFP should note that they should abide (in true intent

and spirit) 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.

7.7. Execution of Agreements/NDA

The selected bidder shall execute Non-Disclosure Agreement (NDA) on the draft suggested by the Bank.

As the selected bidder will have access to the data/information of the Bank while implementing the

project as per defined scope under RFP, the Bank will require the selected bidder to sign a non-

disclosure agreement along with the Contract in the NDA format (Annexure 11 -NDA Format) provided

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by the Bank, undertaking not to disclose or part with any information relating to the Bank and its data to

any person or persons, as may come into possession of the selected bidder during course of the

implementation and security integration. All expenses and costs for execution of the

Contract/Agreement and NDA shall be borne by the successful Bidder. The conditions stipulated in the

NDA shall be strictly adhered to and any breach / violation thereof will entail termination of the Contract

without prejudice to the other rights of the Bank including recovery of liquidated damages as specified

in this RFP or NDA.

7.8. Substitution 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 the undue delay or that such changes are

critical to meet the obligation. In such circumstances, the Selected Bidder, as the case may be, can do so

only with the prior written concurrence of the Bank and by providing the replacement staff of the same

level of qualifications and competence. If the Bank is not satisfied with the substitution, the Bank

reserves the right insist the bidder to replace the resource. Further, the Bank reserves the unconditional

right to insist the Selected Bidder to replace any team member with another (with the qualifications and

competence as required by the Bank) during the course of assignment pursuant to this RFP. Bank may

allow any such substitution of key staff only with its written consent with similar experience and

expertise.

Bidder is required to carry out due background verification for the all the resources deployed on the

Project. Bank may at its discretion interview the resources.

7.9. Professionalism

The Selected Bidder should provide professional, objective and impartial advice at all times and hold the

Bank’s interest paramount and should observe the highest standard of ethics, values, and code of

conduct, honesty and integrity while executing the assignment.

7.10. Expenses

It may be noted that Bank will not pay any additional amount/expenses / charges / fees / traveling

expenses / boarding expenses / lodging expenses / conveyance expenses / out of pocket expenses etc.

other than the amount mentioned in the award of the contract.

7.11. Obtaining Requisite Forms

Requisite form, like Form-32/Road Permit/Entry Tax etc., will be the sole responsibility of the vendor.

However, Bank will sign the requisite forms as per requirement

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7.12. Performance Bank Guarantee

Within the period prescribed under Annexure 12 - Performance Bank Guarantee Performa from Date of

issuance of purchase order, the Bidder shall furnish to the Bank, the Performance Security for an

amount of 10% of Contract value which would be valid for the six months post Contract Period - 5 years.

In case the contract is extended at once for 3 years OR extendable on an annual basis for a maximum of

three years (i.e. extend three times at the maximum) on mutually agreed terms & conditions, the bank

guarantee shall have to renewed/ extended such that it is valid till 6 months post the new contract end

date.

The planned contract period is 5 years and hence PBG with validity of five years and six months will need

to be provided (5 years of planned Contract Period + Extended six months). In the event of the

Successful Bidder being unable to service the contract for whatever reason, Bank Shall provide a cure

period of 30 days and thereafter invoke the PBG, if the bidder is unable to service the contract for

whatever reason The proceeds of the performance security shall be payable to the Bank as

compensation for any loss resulting from the Bidder’s failure to complete its obligations under the

Contract.

• The Performance Security shall be denominated in Indian Rupees and shall be by way of Bank

Guarantee issued by a Scheduled / Nationalized bank in India (other than Punjab & Sind Bank),

acceptable to the bank in the Format.

• The performance security will be discharged by the Bank and returned to the Bidder after 30 days

following the date of completion of the Bidder’s performance obligations under the contract.

• In the event of any contract amendment, the Bidder shall, within 30 days after receipt of such

amendment, furnish the amendment to the performance security, rendering the same valid for the

duration of the contract as amended.

7.13. Single Point of Contact

The selected Bidder has to provide details of single point of contact viz. name, designation, address, e-

mail address, telephone/mobile no., fax no. etc.

7.14. Applicable Law and Jurisdiction of Court

The Contract with the selected bidder shall be governed in accordance with the Laws of India for the

time being in force and as amended from time to time and will be subject to the exclusive jurisdiction of

Courts at New Delhi.

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7.15. Liquidated Damages (LD)

If bidder fails to deliver any or all application/hardware or perform services within stipulated time

schedule, the Bank shall, without prejudice to its other remedies under the rate contract, deduct from

the ordered price, as liquidated damages, a sum equivalent to 1% of the order value for each week of

delay subject to the maximum of 10%. The LD will be charged on order value for the items for which

delivery is delayed.

The Bank is entitled to deduct the penalty from the purchase price or any other amount, which is due to

bidder from this contract, or any other contract or by invoking the Bank Guarantee.

7.16. Penalties

7.16.1. Implementation Penalty

The selected bidder must adhere to the timelines as stated in the RFP. Delay in successful implementation of the solution within the stipulated timelines shall attract penalty

In case, Bidder has not implemented the solution within the stipulated timelines, the bidder shall be

liable to pay a penalty of equivalent to 1 (one) percent of the implementation cost of the service for

every week of delay or part thereof.

7.16.2. Downtime and Performance Penalty

The bidder is liable for a penalty as mentioned in the section 10.2 –SLA The Overall Cap on the penalty will be subject to maximum of 10% of the overall contract value.

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.

7.17. Force Majeure

The parties shall not be liable for default or non-performance of the obligations under the contract, if

such default or non-performance of the obligations under this contract is caused by Force Majeure.

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

due to or as a result of or caused by acts of God, wars, insurrections, riots, earth quake and fire, events

not foreseeable but does not include any fault or negligence or carelessness on the part of the parties,

resulting in such a situation.

In the event of any such intervening Force Majeure, each party shall notify the other party in writing of

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

directed by the other party, the party pleading Force Majeure shall continue to

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perform/render/discharge other obligations as far as they can reasonably be attended/fulfilled and shall

seek all reasonable alternative means for performance affected by the Event of Force Majeure.

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 parties shall hold

consultations with each other in an endeavour to find a solution to the problem.

Notwithstanding above, the decision of the Bank shall be final and binding on the Vendor.

7.18. 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. The selected bidder shall submit at the time of

signing the contract, a certified copy of the resolution of their Board, authenticated by Company

Secretary/Director, authorizing an official or officials of the company or a Power of Attorney copy to

discuss, sign agreements/contracts with the Bank. The bidder shall furnish proof of signature

identification for above purposes as required by the Bank.

7.19. Indemnity

Bidder shall indemnify, protect and save the Bank against all claims, losses, costs, damages, expenses,

action suits and other proceeding, resulting from infringement of any patent, trademarks, copyrights

etc. or from data privacy breaches for which bidder is responsible or such other statutory infringements

in respect of software/hardware/Data base/OS etc. and all the packages, services offered by him &

supplied by him.

The total liability of the selected bidder under this clause and contract shall not exceed the total

contract value.

7.20. Assignment

Neither the contract nor any rights granted under the contract may be sold, leased, assigned, or

otherwise transferred, in whole or in part, by the selected Bidder without advance written consent of

the Bank and any such sale, lease, assignment or transfer otherwise made by the selected Bidder shall

be void and of no effect.

7.21. No Employer – Employee Relationship

The selected Bidder or any of its holding/subsidiary/joint-venture/ affiliate / group / client companies or

any of their employees / officers / staff / personnel / representatives/agents shall not, under any

circumstances, be deemed to have any employer-employee relationship with the Bank or any of its

employees/officers/ staff/representatives/ personnel/agents.

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7.22. Vendor’s Liability

The Vendor’s aggregate liability shall be limited to the total contract value during the Contract Period.

The Bank shall not be held liable for and is absolved of any responsibility or claim/litigation arising out of

the use of any third party software or modules supplied by the Vendor as part of this Agreement or

infringement of any patent, trademarks, copyrights, intellectual property rights etc. or such other

statutory infringements or any other law in respect of the services provided by the vendor. In such case

the entire liability will be borne by the bidder.

In no event shall a Party be liable for any indirect, incidental or consequential damages or liability, under

or in connection with or arising out of this Agreement or the software delivered.

All terms and conditions, payments schedules, time frame for implementation, expected service levels

as per this Agreement will remain unchanged unless explicitly communicated by the Bank in writing to

the Vendor. The Bank shall not be responsible for any judgments made by the Vendor with respect to

any aspect of the assignment. The Vendor shall at no point be entitled to excuse themselves from any

claims by the Bank whatsoever for their deviations in confirming to the terms and conditions, payments

schedules, expected service levels, time frame for implementation etc. as mentioned in this Agreement.

The Vendor undertakes to provide appropriate human as well as other resources required, to execute

the various tasks assigned as part of the project, from time to time.

7.23. Subcontracting

• If the Bidder is not a manufacturer, he should provide documentary evidence (e.g. Manufacturers’

Authorization Form) for having tied up with the main participating agencies.

• The Bidder will be one point contact to provide the solution to the Bank. The selected Bidder should

provide the Bank a solution, including, but not limited to, supply of software, interfaces with the

existing system, database middleware, maintenance, required / guaranteed uptime, etc. The Bidder

should also provide to the Bank details of the consortium and its members.

• The bidder will not subcontract any part of this RFP scope to a third party.

7.24. Cancellation of Contract

• The Bank reserves its right to cancel the entire / unexecuted part of the Purchase Order (after

providing a cure period of 30 days and thereafter providing a 30 days’ notice period) by assigning

appropriate reasons in the event of one or more of the following conditions: Delay in delivery

beyond the specified period for delivery.

• Delay in installation, customization and implementation beyond the specified period.

• Serious discrepancy noticed during the reference checks.

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• Repetitive software/ hardware failures/ poor service after the delivery and/or live-run but before

the warranty period expiration.

• Delay in extraction and conversion of legacy data and uploading converted data to proposed HRMS

Database beyond the stipulated period.

• Major breach of trust is noticed during any stage of the project

• Any other appropriate reason in view of the Bank.

• Breach of confidential information of the Bank by the vendor.

• Deduction on account of liquidated damages exceeds 5% of the total contract price.

In addition to the cancellation of purchase order, the Bank reserves the right to foreclose the Bank Guarantee given by the supplier against the advance payment to appropriate the damages. In the event of termination for whatsoever reason, the Vendor shall be paid up to the stage of products delivered and services rendered as per the payment terms defined in the RFP till the point of termination after deducting SLA penalty/Liquidated damages, if any.

7.25. Dispute Resolution

If a dispute, controversy or claim arises out of or relates to the contract, or breach, termination or

invalidity thereof, and if such dispute, controversy or claim cannot be settled and resolved by the Parties

through discussion and negotiation, then the Parties shall refer such dispute to arbitration. Both Parties

may agree upon a single arbitrator or each Party shall appoint one arbitrator and the two appointed

arbitrators shall thereupon appoint a third arbitrator. The arbitration shall be conducted in English and a

written order shall be prepared. The venue of the arbitration shall be New Delhi. The arbitration shall be

held in accordance with the Arbitration and Conciliation Act, 1996. The decision of the arbitrator shall be

final and binding upon the Parties, provided that each Party shall at all times be entitled to obtain

equitable, injunctive or similar relief from any court having jurisdiction in order to protect its intellectual

property and confidential information.

7.26. Ownership of Deliverables

All the deliverables as per scope of this RFP will become the property of Punjab & Sind Bank, provided,

however, there will not no transfer of ownership of the bidder’s intellectual property rights contained in

such deliverable. However, any customization done specifically for the bank by the bidder during the

tenure of the contract will be the intellectual property of the bank

7.27. Exit Management

7.28.1 Purpose

• Transfer of Assets

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• Cooperation and Provision of Information

The existing vendor will promptly on the commencement of the exit management period supply to the Bank or its nominated vendors the following:

• Information relating to Bank’s DC, DR & NDR, IT infrastructure s, and reports

• Documentation relating to Intellectual Property Rights

• All other data relevant to the solution and confidential information

Before the expiry of the exit management period, the current vendor shall deliver to the Bank or its nominated vendor all new or up-dated 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. Before the expiry of the exit management period, unless otherwise provided under the contract, The Bank or its nominated vendor shall deliver to the existing vendor all forms of vendor confidential information

7.28.2 Transfer of certain Agreements

On request by the Bank or its nominated vendor, the current vendor shall effect such assignments, transfers, innovations, licenses and sub-licenses in favour 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.

7.28. Contract Period

The contract period will commence from the date of acceptance of the PO and will be valid for 5 years

(extendable at once for 3 years OR extendable on an annual basis for a maximum of three years (i.e.

extend three times at the maximum) on mutually agreed terms & conditions). However, the cost for the

6th year should not be more than 10% of the 5th year’s pay out. Similarly, the cost for the 7th year

should not be more than 5% of the 6th year’s pay-out & the cost for the 8th year should not be more

than 5% of the 7th year’s pay-out).

7.29. Title of Ownership

The Title of ownership and risk of goods supplied under this contract will be passed on to the bank on

delivery of the material at the bank’s location. Bidder is required to provide transit insurance for all the

equipment(s) being lifted and shifted from one location to another during DC, DR and NDR migration.

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7.30. 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 13 -Integrity Pact.

Signing of the IP with the Bank would be one of the preliminary qualifications for further evaluation. In

other words, entering into this pact would be one of the preliminary qualifications 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

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. The Bank shall notify the name of the IEM

when finalized.

7.31. Payment Terms

The Bank recognizes that all payments to the Bidder under this RFP and subsequent agreement are

linked to and dependent on successful achievement and acceptance of milestones/ deliverables/

activities set out in the RFP and therefore any delay in achievement of such milestones/ deliverables/

activities shall automatically result in delay of such corresponding payment.

Any deviation from the proposed payment terms would not be accepted. The Bank shall have the right

to withhold any payment due to the bidder, in case of delays or defaults on the part of the bidder. Such

withholding of payment shall not amount to a default on the part of the Bank.

The cost of one time charges, if any, would be payable on successful commissioning and completion of

acceptance test exercise for all activities or services deemed to be one time installation in this RFP.

Payment will be released by the Bank after deduction of applicable taxes at source of the agreed

payment to the bidder (for which contract will be executed) in stages on completion of the activities as

per the phases defined in the scope of services under the RFP.

All out of pocket expenses, travelling, boarding and lodging expenses for the entire Term of this RFP and

subsequent agreement is included in the amounts and the bidder shall not be entitled to charge any

additional costs on account of any items or services or by way of any out of pocket expenses, including

travel, boarding and lodging etc.

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All the payments becoming due during each of the quarters of the contract period will be paid at the

end of the respective quarter. The first quarter for this purpose will end after 3 months from start of

Contact Centre operations (operations phase) from the sites proposed by the bidder.

No advance payment will be made. Further, it may be noted that the criteria mentioned below is only

for the purpose of effecting agreed price payment. The selected Bidder shall cover the entire scope

including deliverables mentioned in Section 6. Payment will be based on phases as detailed in the

Project scope. Aside from the amount payable by the Bank to the selected bidder for the Scope of Work

as given in the RFP, the Bank shall not pay any extra amounts.

The Bank shall pay each undisputed invoice raised in accordance with this RFP and subsequent

agreement, within thirty (30) Days after its receipt unless otherwise mutually agreed in writing, provided

that such invoice is dated after such amount have become due and payable under this RFP and

subsequent agreement.

The invoices should contain full details of all the items contracted by the Bank, as reflected in Bill of

Material and should not contain any clauses contrary to the terms of the contract and if any such clause

exists in the Invoice/any other documents, the same will not be valid and cannot be held against the

Bank.

For hardware costs and hardware maintenance costs quoted in the Appendix – 2: Commercial Bill of

Material, following payment terms and schedule shall be followed:

Deliverable % of Payment Criteria

Software Cost

75% On delivery of licenses and submission of invoice with Proof of Delivery and other documents. Bank may at its discretion

verify the details before releasing the payment.

25% On successful implementation (along with required

integrations), testing and acceptance of software solution (after due inspection)

Hardware Cost 75% Delivery of Hardware

25% Installation, Commissioning and Acceptance of Hardware

Database systems, OS & Other peripheral

software

75% On delivery of licenses and submission of invoice with Proof of Delivery and other documents. Bank may at its discretion

verify the details before releasing the payment.

25% On successful implementation of Database systems, OS &

Other peripheral software (after due inspection)

a. Hardware Warranty starts post acceptance of the hardware. The period of warranty is three years. The AMC hardware shall begin post completion of warranty for the entire contract duration.

b. Warranties pertaining to Softwares, Database systems, OS & Other peripheral software shall start post deployment of licenses are in production. The period of warranty is one year. ATS for Softwares

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Database systems, OS & Other peripheral software shall begin post Completion of Warranty for the entire contract duration.

c. The AMC/ ATS cost quoted shall be paid annually in advance, as and when applicable.

The bidder is required to support the bank in defining monthly call volume estimations at least 15 days

before the beginning of the month. The bidder is required to provide the FTE projections for the defined

call volume with a potential of +/- 10% deviation in the call volumes. For “Operational Costs”, Bank

would be paying the bidder for the number of FTEs deployed for each month based on the agreed rate

as part of this RFP.

The bidder is required to provide the same FTE rate for the proposed primary and secondary site for Call

Centre operation. In case Bank requests to add FTE support in any additional language, then the same

FTE rate would apply for the newly added language(s) as well.

All the payments becoming due during each of the months of the contract period will be paid at the

beginning of the following month. The first month for this purpose will end after 1 month of start of

Contact Centre operations (operations phase) from the sites proposed by the bidder.

At all times bank would be paying only for the services/ application modules/ hardware utilized by the

bank or deployed in production. At no point, Bank would pay for the services/ modules/ infrastructure

that are not deployed for the Bank’s use.

Also, the payments for each month/ quarter (as applicable) will be made only after the acceptance of

the milestones and relevant activities/ deliverables for that month/ quarter. Any delay in achievement

of the milestones or deliverables will result in further delay of the payment.

The reasons like non-familiarity with the site conditions and/ or existing IT infrastructure will not be

considered as a reason for any delay or extra claims whatsoever.

The fees payable by the bank to bidder shall be inclusive of all costs such as insurance, taxes (including

service tax, as per the rates applicable), custom duties, levies, cess, transportation, installation,

(collectively referred to as “Taxes”) that may be levied, imposed, charged or incurred and the Bank shall

pay the fees due under this RFP and subsequent agreement after deducting any tax deductible at source

(“TDS”), as applicable. The bidder will need to provide the details for the tax rates as considered in the

pricing. This will be used for subsequent tax changes. The Bank shall pay each undisputed invoice raised

in accordance with this RFP and subsequent agreement, within reasonable time after its receipt unless

otherwise mutually agreed in writing, provided that such invoice is dated after such fees have become

due and payable under this RFP and subsequent agreement.

Any objection/ dispute to the amounts invoiced in the bill or any other component of the bill shall be

raised by the Bank within 21 days from the date of receipt of the invoice, only in exceptional

circumstances will bank raise a dispute beyond 21 days. The Bidder is required to provide the

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clarification on the disputes within 14 days of dispute being highlighted by the bank. In case of

Disagreement/dispute between bank and the bidder exists even after receiving the clarifications such

disputed can be dealt as per contract provisions.

Upon settlement of disputes with respect to any disputed invoice(s), the Bank will make payment within

thirty (30) Days of the settlement of such disputes.

All out of pocket expenses, travelling, boarding and lodging expenses for the entire term of this RFP and

subsequent agreement is included in the amounts and the bidder shall not be entitled to charge any

additional costs on account of any items or services or by way of any out of pocket expenses, including

travel, boarding and lodging etc.

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.

Recovery of Penalty:

(I) Amount of penalty applicable will be recovered/adjusted while making payment to the bidder.

In case no payment is due to the bidder, vendor will submit an unconditional undertaking to pay

the pending penalty amount or damages immediately after demand from PSB. The Bank

reserves the right to recover the penalty amount by any mode such as adjusting from any

payments to be made by the Bank to the Bidder.

Milestone Payment Schedule

FTE Cost Monthly in arrears

7.32.1. Price Composition

The Bidder is expected to quote unit price in Indian Rupees (without decimal places) for all components

(hardware, software etc.) and services on a fixed price basis as part of the commercial Bid 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, and increase in custom duty. The

bank will not pay any out of pocket expense.

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7.32. Amalgamation

If the Bank undergoes an amalgamation, take-over, consolidation, reconstruction, merger, change of

ownership etc., this RFP shall be considered to be assigned to the new entity and such an act shall not

affect the rights and obligations of the Vendor under this RFP.

Further, the bank may transfer or assign the license agreement(s) with prior written approval of the

OEM/ licensor if:

1. Amalgamation or restructuring i.e. merger or demerger is sanctioned and approved by the High

Court or Tribunal as per the law in force; in accordance with the provisions; more particularly

Sections 391 to 394 of Companies Act, 1956; provided that scheme of amalgamation or

restructuring is formulated in such a manner that it shall be effective only after the written approval

of the Licensor for transfer/merger of Licenses, and

2. Prior written consent/No Objection of the Licensor has been obtained for transfer or merger of

Licenses as per applicable guidelines issued from time to time.

7.33. Erasures of Alteration

The Bid should contain no alterations, erasures or overwriting except as necessary to correct errors

made by the Bidder, in which case corrections should be duly stamped and initialled / authenticated by

the person/(s) signing the Bid. The Bidder is expected to examine all instructions, forms, terms and

specifications in the bidding documents. Failure to furnish all information required by the bidding

documents or submission of bid not substantially/conclusively responsive to the bidding documents in

every respect will be at the Bidders risk and may result in rejection of the bid.

7.34. Right to Accept Any Bid and To Reject Any Or All Bids / Cancellation Of Tender Process

The Bank reserves the right to accept or reject in part or full any or all offers without assigning any

reason thereof even after issuance of letter of Intent. Any decision of Punjab & Sind Bank in this regard

shall be final, conclusive and binding upon the bidders. The Bank reserves the right to accept or reject

any Bid in part or in full, and to annul the Bidding process and reject all Bids at any time prior to contract

award, without thereby incurring any liability to the affected Bidder or Bidders or any obligation to

inform the affected Bidder or Bidders of the grounds for Bank’s action. During any stage of evaluation

process, if it is found that the bidder does not meet the eligibility criteria or has submitted false

/incorrect information the bid will be summarily rejected by the Bank and no further correspondence

would be entertained in this regard. Bank further reserves the right to amend, rescind, reissue or cancel

this RFP and all amendments will be advised to the Bidder and such amendments will be binding upon

them. The Bank also reserves its right to accept, reject or cancel any or all responses to this RFP without

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assigning any reason whatsoever. Further please note that the bank would be under no obligation to

acquire any or all the items proposed. No contractual obligation whatsoever shall arise from the RFP

process unless and until a formal contract is signed and executed by duly authorized officials of Punjab &

Sind Bank and the bidder.

7.35. Soft copy of tender document

The soft copy of the tender document will be made available on the Bank’s website

https://psbindia.com. However, the Bank shall not be held responsible in any way, for any errors /

omissions /mistakes in the downloaded copy.

7.36. Awarding of Purchase Order

Following commercial evaluation, Purchase Order may be awarded to the bidder whose bid meets the

requirements of this RFP and provides the best value to the Bank from both a techno-functional and

commercial point of view.

The Bank reserves the right to award the Purchase order in whole or in part. The acceptance of the bid

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 Assistant General Manager (IT) at the address given in this RFP. The terms and conditions of

purchase order and RFP shall constitute a binding contract.

7.37. Disaster Recovery and Business Continuity Plan

The proposed system must be capable of and compatible for Disaster Recovery & Business Continuity

plan Implementation as and when required by Bank. The selected vendor should highlight the provisions

for disaster recovery and show that the application facilitates disaster recovery.

7.38. Compliance with Statutory and Regulatory Provisions

It shall be the sole responsibility of the Vendor to comply with all statutory, regulatory & Law of Land

and provisions while delivering the services mentioned in this RFP. All suggested changes due to changes

in Bank policy, Changes in Govt. Rule, Changes by Regulators shall be done without extra cost to the

Bank, during contract period.

7.39. Legal Compliance

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

licenses, permits and certificates and payment of taxes where required. If at any time during the term of

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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.

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 Labour Legislation.

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.

7.40. 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.

7.41. Publicity

Any publicity by the vendor in which the name of the Bank is to be used will be done only with the

explicit written permission of the Bank.

7.42. Confidentiality

This document contains information confidential and proprietary to the Bank. Additionally, the vendors

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 this tender or any part of the

aforementioned information to parties not directly involved in providing the services requested could

result in the disqualification of the vendors, pre-mature termination of the contract, or legal action

against the vendors for breach of trust.

No news release, public announcement, or any other reference to this tender or any program there

under shall be made without written consent from the Bank. Reproduction of this tender, without prior

written consent of the Bank, by photographic, electronic, or other means is strictly prohibited.

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7.43. Termination

7.44.1 Termination for Default

The Bank, without prejudice to any other remedy for breach of contract, by written notice of default

sent to the Successful Bidder, may terminate this Contract in whole or in part:

a. if the Successful Bidder fails to deliver any or all of the deliverables within the period(s)

specified in the Contract, or within any extension thereof granted by the Bank; or;

b. If the Successful Bidder fails to perform any other obligation(s) under the contract.

c. If the Successful Bidder, in the judgment of the Bank has engaged in corrupt or fraudulent

practices in competing for or in executing the Contract.

Corrupt practice means the offering, giving, receiving or soliciting of anything of value or

influence the action of a public official in the procurement process or in contract execution;

and “fraudulent practice” means a misrepresentation of facts in order to influence a

procurement process or the execution of a contract to the detriment of the Bank, and

includes collusive practice among Bidders (prior to or after bid submission) designed to

establish bid prices at artificial non-competitive levels and to deprive the Bank of the benefits

of free and open competition.

The bank shall give a cure period of 30 days and thereafter 90 days’ notice period without assigning any

reasons to the bidder before terminating the contract. In the event, the Bank terminates the Contract in

whole or in part, the Bank may procure, upon such terms and in such manner as it deems appropriate,

Goods or Services similar to those undelivered, and the Successful Bidder shall be liable to the Bank for

any excess costs for such similar Goods or Services. However, the Successful Bidder shall continue

performance of the Contract to the extent not terminated when the value of the liquidated damages

and/or penalty exceed 10% of the contract amount.

7.44.2 Termination for Insolvency

If the Bidder becomes bankrupt or insolvent, has a receiving order issued against it, compounds with its

creditors, or, if the Bidder is a corporation, a resolution is passed or order is made for its winding up

(other than a voluntary liquidation for the purposes of amalgamation or reconstruction), a receiver is

appointed over any part of its undertaking or assets, or if the Bidder takes or suffers any other

analogous action in consequence of debt; then the Bank plans to, at any time, terminate the contract by

giving 90 days written notice to the Bidder. In the event of termination for Solvency, the Vendor shall be

paid up to the stage of products delivered and accepted by the bank and services rendered to the

satisfaction of the bank as per the payment terms defined in the RFP till the point of termination after

deducing SLA penalty/Liquidated Damages, if any . In case, the termination occurs before

implementation in all the locations in terms of this clause, the Bank is entitled to make its claim to the

extent of the amount already paid by the Bank to the Bidder.

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7.44.3 Termination – Key Terms & Conditions

The Bank shall be entitled to terminate the agreement at any time by giving 90 days’ notice if:

The Bidder

a. has a winding up order made against it; or b. has a receiver appointed over all or substantial assets; or c. is or becomes unable to pay its debts as they become due; or d. enters into any arrangement or composition with or for the benefit of its creditors; or e. Passes a resolution for its voluntary winding up or dissolution or if it is dissolved.

The Bidder shall have right to terminate only in the event of winding up of the Bank

7.44.4 Exit Option

1. The Bank reserves the right to cancel the contract in the event of happening one or more of the

following after giving 30 days cure period:

a. 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. The

Successful bidder shall furnish the Performance Guarantee within 21 days of acceptance of the

PO by the bidder

b. Delay in completing installation / implementation and acceptance tests/ checks beyond the

specified periods;

c. Serious discrepancy in functionality to be provided or the performance levels agreed upon,

which have an impact on the functioning of the Bank.

d. In addition to the cancellation of contract, Bank reserves the right to appropriate the damages

through encashment of Bid Security /Performance Guarantee given by the Bidder.

2. The Bank and the Bidder shall together prepare the Reverse Transition Plan as part of vendor exit

plan. However, the Bank shall have the sole decision to ascertain whether such Plan has been

complied with.

3. In addition to the cancellation of contract, Bank reserves the right to appropriate the damages

through encashment of Security Deposit /Performance Guarantee given by the Bidder.

4. Notwithstanding the existence of a dispute, and/or the commencement of arbitration proceedings,

the Bidder will be expected to continue the facilities management services. The Bank shall have the

sole and absolute discretion to decide whether proper reverse transition mechanism over a period

of 6 to 12 months, has been complied with.

5. Reverse Transition mechanism would typically include service and tasks that are required to be

performed / rendered by the Bidder to the Bank or its designee to ensure smooth handover,

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transitioning of application knowledge, Bank’s deliverables, and maintenance and Application

Support Help Desk.

7.44.5 Termination for convenience

The Bank, by 90 days written notice sent to the Bidder, may terminate the Contract, in whole or in part,

at any time its convenience. The notice of termination shall specify that termination is for the Bank’s

convenience, the extent to which performance of work under the Contract is terminated and the date

upon which such termination becomes effective.

7.44. Jurisdiction

The jurisdiction of the courts shall be in New Delhi.

7.45. Notices

Notice or other communications given or required to be given under the contract shall be in writing and

shall be faxed/e-mailed followed by hand-delivery with acknowledgement thereof, or transmitted by

pre-paid registered post or courier.

Any notice or other communication shall be deemed to have been validly given on date of delivery if

hand delivered & if sent by registered post than on expiry of seven days from the date of posting.

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8 General Instructions

8.1. Registration of RFP Response

Registration of RFP response will be affected by the Bank by making an entry in a separate register kept

for the purpose upon Bank receiving the RFP response in the above manner. The registration must

contain all documents, information, and details required by this RFP. The submission should be in the

format outlined in this RFP and should be submitted only through hand delivery. If the submission to

this RFP does not include all the documents and information required or is incomplete or submission is

through Fax mode, the RFP is liable to be summarily rejected. All submissions, including any

accompanying documents, will become the property of Bank. The Recipient shall be deemed to have

licensed, and granted all rights to the Bank to reproduce the whole or any portion of their submission

for the purpose of evaluation, to disclose the contents of the submission to other Recipients who have

registered a submission and to disclose and/or use the contents of the submission as the basis for any

resulting RFP process, notwithstanding any copyright or other intellectual property right of the Recipient

that may subsist in the submission or accompanying documents.

RFP responses will remain valid and open for evaluation for a period of at least six (6) months from the

RFP closing date.

8.2. Request for Additional Information

Recipients/ Bidders are required to direct all communications for any clarification related to this RFP, to

the designated Bank officials and must communicate the same in writing in 7 days prior to the pre-bid

meeting scheduled date. All queries relating to the RFP, technical or otherwise, must be in writing only.

The Bank will try to reply, without any obligation in respect thereof, every reasonable query raised by

the Recipients in the manner specified.

However, the Bank will not answer any communication reaching the bank later than 13:00 hours IST on

07.12.2019this being the last date to receive clarifications.

The Bank may in its absolute discretion seek, but under no obligation to seek, additional information or

material from any Bidders after the RFP closes and all such information and material provided must be

taken to form part of that Bidder’s response. Bidders should invariably provide details of their email

addresses as responses to queries will be provided to all Bidders via email.

The Bank may in its sole and absolute discretion engage in discussion with any Bidder (or simultaneously

with more than one Bidder) after the RFP closes to clarify any response.

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8.3. Pre-Bid Meeting

The Bank plans to hold a pre-bid meeting on 09.12.2019 at 11:00 Hours at the address specified in Bid

details under introduction note to bring utmost clarity on the scope of work and terms of the RFP being

floated. The Bidders are expected to use the platform to have all their queries answered.

Interested Bidders will be allowed to participate in the Pre-Bid meeting. Also, bank will allow a

maximum of 2 representatives from each Bidder (including OEM partners) to participate in the pre-bid

meeting.

Bidders are requested to send their queries relating to RFP to our office by e-mail/ fax / speed post /

courier, well in advance (latest by 13:00 hours IST on 07.12.2019) so that the same could be discussed

during the Pre-Bid meeting with interested Bidders.

Non-attendance at the Pre-bid Meeting will not be a cause for disqualification of a Bidder.

The Bank will have liberty to invite its technical consultant or any outside agency, wherever necessary,

to be present in the pre-bid meeting to reply to the technical queries of the Bidders in the meeting.

8.4. Disqualification

Any form of canvassing/ lobbying/ influence/ query regarding short listing, status etc. will result in a

disqualification.

8.5. Language of Bid

The language of the bid response and any communication with the Bank must be in written English only.

Supporting documents provided with the RFP response can be in another language so long as it is

accompanied by an attested translation in English, in which case, for purpose of evaluation of the bids,

the English translation will govern.

8.6. Period of Validity of Bids

Bids should remain valid for the period of at least six (6) months from the last date for submission of bid

prescribed by the Bank. A bid valid for a shorter period shall be rejected by the Bank as non-responsive.

In case the last date of submission of bids is extended, the Bidder shall ensure that validity of bid is

reckoned from modified date for submission.

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8.7. Errors and Omissions

Each Recipient should notify the Bank of any error, fault, omission, or discrepancy found in this RFP

document but not later than five business days prior to the due date for lodgment of Response to RFP.

8.8. Amendment of Bidding Documents

Any time prior to the last date for bid-submission, the Bank may, for any reason, whether at its own

initiative or in response to clarification(s) sought from the prospective Bidders, modify the RFP contents/

covenants by amendment. Clarification /amendment, if any, will be notified on Bank’s website. No

individual communication would be made in this respect.

8.9. Authorization to Bid

The proposal/ bid being submitted would be binding on the Bidder. As such, it is necessary that

authorized personnel of the firm or organization sign the bid documents. The designated personnel

should be authorized by a senior official of the organization having authority.

1. All pages of the bid, shall be initialed by the person or persons signing the bid

2. Bid form shall be signed in full & official seal affixed.

3. Any inter-lineation, erasure or overwriting shall be valid only if they are initialed by the person

or persons signing the Bid.

4. All such initials shall be supported by a rubber stamp impression of the Bidder’s firm.

The proposal must be accompanied with an undertaking letter duly signed by the designated personnel

providing a bid commitment. The letter should also indicate the complete name and designation of the

designated personnel.

In case the principal Bidder authorizes his business partners/ authorize distributors to bid on his behalf,

a separate authorization letter, with a commitment to fulfill the terms of the RFP should be submitted.

Necessary resolutions/authority available should be enclosed.

8.10. Recipient obligation to inform itself

The Recipient must apply its own care and conduct its own investigation and analysis regarding any

information contained in the RFP document and the meaning and impact of that information.

8.11. Cost borne by the Respondent

All costs and expenses (whether in terms of time or money) incurred by the Recipient / Respondent in

any way associated with the development, preparation and submission of responses, including but not

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limited to attendance at meetings, discussions, demonstrations, etc. and providing any additional

information required by Bank, will be borne entirely and exclusively by the Recipient / Respondent.

Stamp duty that may be incurred towards entering into agreement with the successful bidder for

awarding the contract will be borne entirely by the successful bidder.

8.12. No Legal Relationship

No binding legal relationship will exist between any of the Recipients / Respondents and the Bank until

execution of a contractual agreement to the full satisfaction of the Bank.

8.13. Acceptance to Terms

A Recipient will, by responding to the Bank’s RFP document, be deemed to have accepted the terms as

stated in this RFP document.

8.14. Two Bid System

a. The Bid Proposal being submitted would be binding on the Bidder. As such it is necessary that

authorized personnel of the firm or organization must sign and stamp all pages of the Bid. The

designated personnel should be authorized by a senior official of the Organization having such

authority to do so. The Xerox copy of necessary Original Resolutions/ Authority/ Power of

Attorney having authority to authorize the person to submit Bid Documents, on behalf of the

Company shall be enclosed. The proposal must be accompanied with an undertaking letter

duly signed by the designated personnel providing a Bid commitment. The letter should also

indicate the complete name and designation of the designated personnel.

b. The bidder shall submit his response to the present tender separately in two parts – “The

Technical Bid” and “Commercial Bid”. Technical Bid will contain product specifications /

response to functional and technical specifications whereas Commercial bid will contain the

pricing information as per the Bill of Material given in the RFP. In the first stage, only the

Technical Bids shall be opened and evaluated as per the criterion determined by the Bank.

Those bidders satisfying the technical requirements as determined by the Bank in its absolute

discretion shall be short-listed for opening their commercial bid. The bidder is required to

submit soft copy of the Technical bid in a CD.

c. The Bank reserves the right to accept or not to accept any bid or to reject a particular bid at its

sole discretion without assigning any reason whatsoever.

d. Bid documents shall be submitted in a single sealed envelope, including Demand

Draft/Purchase Order towards cost of RFP, Bid Security (EMD) in the form of Bank Guarantee

and other required documents as mentioned in the tender and a separate sealed envelope

containing commercial bid Price, duly super-scribing the envelope with the reference of this

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RFP, due date, name of the Bidder with contact details, Offer reference number etc. Bid

document should be duly filed and all the pages of Bid including Brochures should be made in

an organized, structured, and neat manner. Brochures / leaflets etc. should not be submitted

in loose form. All the pages of the submitted Bid Documents should be serially numbered with

the Bidder’s seal duly affixed with the Signature and Stamp of the Authorized Signatory on

each page. Documentary proof, wherever required, in terms of the RFP shall be enclosed.

8.14.1 Submission to Bank

The RFP response documents should be submitted in paper copies - hard bound in two sets (Original Set

and Duplicate Set) and each set should contain one copy of the following:

1. ENVELOPE – I: Eligibility Criteria:

Separate envelopes with superscriptions as “Eligibility Criteria” should be included within the

overall Envelope. The Bidder should submit the following:

a) The sheet mentioning compliance/ non-compliance to all the eligibility criteria

specifications with remarks and other requirements given in Annexure 10: Confirmation

of Eligibility

b) All the proofs required for eligibility criteria as mentioned in Annexure 10: Confirmation

of Eligibility.

c) Integrity Pact on Stamp paper duly signed and stamped.

d) Cost of Application/ Bid Document

e) Bid Security (Earnest Money Deposit)

f) A softcopy of the above along with supporting document in a CD.

2. ENVELOPE – II: Technical Bid :

Bid Document cost and Bid Security: Separate envelopes with superscriptions as “Bid document

cost and Bid Security” should be included within the overall Envelope. The Bidder should submit

the following:

a) Technical Bid Containing the following at least the following documents

• Executive Summary

• Annexure 02- Technical Proposal Format

• Annexure 05-Proposed Agency Profile

• Annexure 07-Tender Offer Cover Letter

• Appendix 01-Compliance to Scope of Work

• Appendix 02-Masked Commercial Bill of Material

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b) A softcopy of the above along with supporting document in a CD

Technical Bid: Separate envelopes with superscriptions as “Technical Bid and Masked

Commercial Bid” should be included within the Envelope II.

a) Technical Bid

b) Masked Commercial Bid

The Bidder should submit compliance / non-compliance to all the specifications with remarks

and other requirements given in the Bid Document and Scope of Work.

The Technical Bid should be complete in all respects and contain all information asked for,

except commercial prices.

The Technical Bid should include all items asked for in bid document which shall include the

Annexures, undertaking/documents asked in the Scope of work.

The technical offer should contain a Masked Bill of Material. The Bidders should note that the

technical offer should not contain any price information. The Technical Offer should be

complete and indicate that all products and services asked for are quoted. The Bidder should

enclose a copy of the Masked Commercial Bid (as per the format provided in Appendix 02-

Commercial Bill of Material) as per price schedule without the prices (please put ‘X’ mark

wherever prices are quoted) along with other bid documents for evaluation purpose. In addition

to submitting the hard copies, the Bid Formats dully filled, supporting documents and bid

documents should be submitted in CD in pdf format.

3. ENVELOPE – III: Commercial Bid:

The Price Bid document should give all relevant price information and should not contradict the

Technical Offer in any manner. Please note that if any envelope is found to contain both

technical and commercial bid together, that bid will be rejected summarily. Commercial Bid

should be submitted in hardcopy only and no softcopy of commercial bid is required.

a) Commercial Bid Containing the following at least the following documents

• Annexure 03- Commercial Compliance Certificate

• Annexure 15 – Compliance for Reverse Auction

• Appendix 02- Commercial Bill of Material

The three envelopes should be put together in an envelope to constitute one set. Each set should be packed in an envelope

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The proposal should be prepared in English in MS Word/Excel format.

The details required in the Annexure shall also be enclosed. The Bank may reject any proposal not

containing all the requirements called for in various Annexure.

The bidders who do not qualify as per eligibility criteria will not be considered for Technical evaluation.

The Technical Proposals of only those bidders shall be evaluated who have satisfied the eligibility criteria

bid. PSB 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.

Prices quoted by the Bidder shall be fixed during the Bidder’s performance of the Contract and shall not

be subject to variation on any account, including exchange rate fluctuations, changes in taxes, duties,

levies, charges etc. A Bid submitted with an adjustable price quotation will be treated as nonresponsive

and will be rejected.

Paper copies of RFP response as mentioned above along with Demand Draft/Banker’s Cheque/Pay Order

for Tender fees(which shall be non-refundable) and Financial Bank Guarantee from any Scheduled

Commercial Bank towards Earnest Money Deposit & one electronic copy (in standard readable format

on CD) of Technical Bid must be submitted to Bank at the following address.

Name: Mr. Manoj Kumar

Address: Punjab & Sind Bank, 2nd floor, Information Technology Department, Plot No. 151, Sector 44, Gurugram – PIN 122003 Mobile – 9811728292

E-mail ID: [email protected]

The sealed bid envelopes as mentioned above should be delivered to Mr. Manoj Kumar (AGM IT) IT

Dept., Bank House at the address given above. The bidders who do not qualify as per eligibility criteria

will not be considered for Technical evaluation. A bidder not found eligible under Technical Bid will not

be considered for commercial evaluation.

8.15. Submission of Bids

a. 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.

b. Bids duly sealed should be submitted, in person, on or before the last Date and Time for bid

submission at the address mentioned below:

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The Assistant General Manager

Punjab & Sind Bank,

2nd floor, Information Technology Department,

Plot No. 151, Sector 44,

Gurugram – PIN 122003

Any other mode of submission, e.g. by courier, fax, e-mail etc. will not be accepted.

8.16. Late Bids

Any bid received after the due date and time for receipts of bids as prescribed in the Key Information of

the RFP will be rejected and returned unopened to the Bidder.

8.17. Modification and Withdrawal of Bid

• The Bidder may modify or withdraw its bid after the bid’s submission, provided that written notice

of the modification including substitution or withdrawal of the bids is received by the Bank prior to

the deadline prescribed for submission of bids.

• The Bidder’s modification or withdrawal notice shall be prepared, sealed, marked and dispatched in

accordance with the provisions as mentioned in this RFP. A withdrawal notice may also be sent by

fax/e-mail but followed by a signed confirmation copy, postmarked not later than the deadline for

submission of bids.

• No bid can be modified subsequent to the deadline for submission of Bids

• No bid can be withdrawn in the interval between the deadline for submission of bids and the expiry

of the period of Bid validity specified by the Bidder on the Bid Form. Withdrawal of the bid during

this interval shall result in forfeiture of Bid security.

• The modification of the bid mentioning the clause being modified will be considered as an integral

part of the original bid and the relevant modifications shall be considered for bid evaluation process.

8.18. Bid Opening

1) The Bank will open only the Eligibility Cum Technical Bids as per the schedule mentioned in this RFP.

The Commercial Bid of only technically qualified bidders will be opened on a later date subsequent

to the technical evaluation. The Bank will notify the date and time for Commercial Bid Opening to

the technically qualified bidders.

2) Attendance of all the authorized representatives of the bidders who are present at Bid Opening will

be taken in a register against name of the representative, name of the company/bidder and with full

signature of the representative.

3) Each Bid will be numbered serially, signed and dated by the Officers of the Bank except printed literature, brochure and reports.

4) The following details will be announced at the bid opening:

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a) Bidder’s name, b) Bid Modifications or withdrawals, if any. c) Technical Details (in case of Technical bid opening), d) Submission or non-submission of Bid Security (in case of Technical bid opening) and such other

details as the Bank, at its discretion, may consider appropriate. 5) Alterations in the bids, if any, made by the bidders should be signed legibly to make it perfectly clear

that such alterations were present on the bids at the time of opening of the Bids. It would be

ensured that alterations are signed by the bidder/company’s executive who has signed the bid or by

the bidder/company’s representative authorised by the executive who has signed the bid.

6) An “on the spot statement” giving details of the bids opened and other particulars as read out

during the opening of the bids will be prepared which will then be signed by all the

bidders/representatives and bank officers present at the time of opening of bids.

7) Bids (and modifications sent pursuant to Clause – 8.17 of Section 8) that are not opened and read

out at Bid opening shall not be considered further for evaluation, irrespective of the circumstances.

Such Bids will be returned unopened to the Bidders.

8) Commercial Bids of those bidders who fail to technically qualify will be returned unopened to the

concerned bidders.

9) 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.

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9 Evaluation Process

9.1. Objective of the Evaluation Process

The objective of the evaluation process is to evaluate the bids to select an effective and best fit solution at a competitive price. The evaluation by PSB will be undertaken by an Internal Committee formed by the Bank. The bank may consider recommendations made by External Experts/Consultants on the evaluation. The decision of the committee shall be final.

The Bank will scrutinize the offers to determine whether they are complete, whether any errors have been made in the offer, whether required technical documentation has been furnished, whether the documents have been properly signed, and whether items are quoted as per the schedule. The Bank plans to, at its discretion, waive any minor non- conformity or any minor deficiency in an offer. This shall be binding on all Bidders and the Bank reserves the right for such waivers and the Bank’s decision in the matter will be final. Each Recipient acknowledges and accepts that the Bank may, in its sole and absolute discretion, apply whatever criteria it deems appropriate in the selection of organizations, not limited to those selection criteria set out in this RFP document. The issuance of RFP document is merely an invitation to offer and must not be construed as any agreement or contract or arrangement nor would it be construed as any investigation or review carried out by a Recipient. The Recipient unconditionally acknowledges by submitting its response to this RFP document that it has not relied on any idea, information, statement, representation, or warranty given in this RFP document. 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. PSB 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. Through this Request for Proposal, Bank aims to select a Bidder/ application provider who would undertake the designing and implementation of the required solution. The Bidder shall be entrusted with end to end responsibility for the execution of the project under the scope of this RFP. The Bidder is expected to commit for the delivery of services with performance levels set out in this RFP with a Service Level Agreement.

9.2. Normalization of bids

The Bank will go through a process of technical 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 needs to be normalized and that such

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normalization has a bearing on the commercial bid; the Bank may at its discretion ask all the technically

shortlisted Bidders to resubmit the technical and commercial bids once again for scrutiny. The Bank can

repeat this normalization process at every stage of technical submission or till the Bank is 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.

9.3. Preliminary Examination of Offers

a. The Bank will examine the Bids to determine whether they are complete, required formats have

been furnished, the documents have been properly signed, and the Bids are generally in order.

b. The Bank may, at its discretion, waive any minor infirmity, non-conformity, or irregularity in a Bid,

which does not constitute a material deviation.

c. The Bank will first examine whether the Bid and the Bidder is eligible in terms of Eligibility Criteria.

The bids not meeting the Minimum Eligibility Criteria shall not be considered for further evaluation.

d. Prior to technical evaluation, the Bank will determine the responsiveness of each Bid to the Bidding

Document. For purposes of these Clauses, a responsive Bid is one, which conforms to all the terms

and conditions of the Bidding Document without material deviations. Deviations from, or objections

or reservations to critical provisions, such as those concerning Bid Security, Applicable Law, Bank

Guarantee, Eligibility Criteria, will be deemed to be a material deviation.

e. The Bank’s determination of a Bid’s responsiveness will be based on the contents of the Bid itself,

without recourse to extrinsic evidence.

f. If a Bid is not responsive, it will be rejected by the Bank and may not subsequently be made

responsive by the Bidder by correction of the non-conformity.

9.4. Eligibility Evaluation Process

Bank shall scrutinize the Eligibility bid submitted by the bidder. A thorough examination of supporting

documents to meet each eligibility criteria (Section 5) 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.

Bidder meeting the Eligibility Criteria as per Section 5 will be considered for technical evaluation. Any

credential/supporting detail mentioned in “Section 5-Eligbility Criteria” and not accompanied by

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.

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9.5. Technical Evaluation Process

The Technical Proposals of only those bidders shall be evaluated who have satisfied the eligibility criteria

bid.

All technical bids will be evaluated and a technical score would be arrived at.

PSB 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.

9.6. Clarification of bids

To assist in the scrutiny, evaluation and comparison of offers/bids, The Bank may, at its sole discretion,

ask some or all bidders for clarification of their offer/bid. The request for such clarifications and the

response will necessarily be in writing and no change in the price or substance of the bid shall be sought,

offered or permitted. Any decision of The Bank in this regard shall be final, conclusive and binding on the

bidder.

The bidder shall notify the Bank in writing of all subcontracts awarded under the contract if not already

specified in his bid. Such notification, in his original bid or later, shall not relieve the bidder from any

liability or obligation under the contract. The Bank reserves rights to accept such arrangement or reject

the proposal outright. Proof of such contracts should be submitted to the Bank.

9.7. Technical Bid Evaluation Criteria

The scoring methodology for technical bid components is explained in the following paragraphs

of this section.

The proposal submitted by the Bidders shall, therefore, be evaluated on the following

parameters and weightages:

Parameter MaximumScore MinimumScore MinimumPassingPercentage

Compliance to Functional and Technical Requirement

300 300 100%

Relevant Experience 300 210 70%

Technical Presentation

200 210 70%

Site Visit 200 210 70%

Total 1000 930 93%

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Bidders scoring at-least the minimum score in the each section as mentioned in the table above and an

overall score of 930 marks or more will be declared technically qualified.

If there is only one bidder as technically qualified, then Bank reserves the right to consider the bidder

scoring more than 85 percent of the Total Score (i.e. 850 out of 1000) and scoring at-least 90% of the

score for the Compliance to Functional and Technical Requirement (i.e. 270 out of 300) as technically

qualified.

If still there is only one bidder qualifying or none of the bidders qualifying, the bank at its discretion may

choose to award the contract to the qualified bidder or waive criteria to select more than one bidder

complied with most of the eligibility, functional, technical criteria as prescribed by the Bank.

Also the bank may, at its sole discretion, decide to seek more information from the bidders in order to

normalize the bids. However, bidders will be notified separately, if such normalization exercise is

resorted to.

Disqualification Parameters in Technical Bid Evaluation

The bidders are required to score at a minimum as per the parameters defined. If only one bidder

qualifies, Bank at its discretion may select bidders with the top two technical scores for commercial

evaluation process. Bank, at its discretion, may choose to open the commercial bid of the only bidder

who qualifies. Bank at its discretion may reject the proposal of the Bidder without giving any reason

whatsoever, if in Bank’s opinion, the Solution Sizing was not made appropriately to meet the

performance criteria as stipulated by Bank.

a. Functional & Technical Requirements

Reponses received in Appendix 1: Functional & Technical Requirements would be used for evaluating

the Bidder on the functionality being proposed by the bidder. Bidders should comply with EACH AND

EVERY functional requirement to qualify for commercial evaluation. The score would be converted to a

scale of 300.

b. Relevant Experience

The bidder is required to provide documentary evidence of its relevant past experience for the various

parameters identified in the table below.

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S. No. Past Experience Score Max Score

A Experience in managing Call Centre operations for inbound calls

from Bidder’s premise for Scheduled Commercial Banks in India

with over 500 branches (Min. 50 FTEs each)

30

More than 3 Scheduled Commercial Bank in India 30

2-3 Scheduled Commercial Bank in India 20

1 Scheduled Commercial Bank in India 10

B Experience in managing Call Centre operations for outbound calls

from Bidder’s premise for Scheduled Commercial Banks in India

with over 500 branches (Min. 50 FTEs each)

30

More than 3 Scheduled Commercial Bank in India 30

2-3 Scheduled Commercial Bank in India 20

1 Scheduled Commercial Bank in India 10

C Managing Call Centre operations for inbound and outbound calls

for BFSI organizations in India (with over 50 FTE for each client)

20

More than 5 Clients 20

4 or 5 Clients 15

3 Clients 10

D Managing Call Centre operations for Client’s India operations with

over 100 FTEs (for each client)

20

More than 4 Clients 20

3 or 4 Clients 15

2 or 1 Client 10

Total 100

The score out of 100 would be converted to a scale of 300 for technical evaluation purpose.

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Scheduled Commercial Bank would not include Regional Rural Banks, Cooperative Banks or Foreign

Banks

c. Presentation of proposal

PSB will schedule the presentations and intimate the bidders of the time and locations. Failure of abider

to complete a scheduled presentation may result in the rejection of that Bidder’s proposal.

i. Presentation of Scope Understanding, Approach and Solution

A representative agenda for the presentation is as provided below. Any changes to the agenda of the

presentation will be communicated to the bidder as part of the formal invitation to present the solution

and related capabilities.

S.

No. Presentation Agenda Details

1 Introduction to

Organization Brief introduction of the organization and its background

2

Proposed Contact

Centre solution and

its components

(including

infrastructure, people,

Contact Centre and

CRM technology and

the services provided)

Detailed presentation on the solution scope components as per the

functional and technical requirements

3

Contact Centre

management and

governance approach

Structure, governance processes and SLA adherence as defined in the

RFP

4 Project

implementation plan

Proposed project approach which would ensure smooth transition from

present state to desired state

5

Detailed Approach &

Methodology for this

engagement

Understanding of scope and the overall project approach proposed. Also,

the approach to data security will be evaluated.

6 Key value

propositions Key differentiators/ value-add presented by the bidder

7 Project team and skills Project team profiles and credentials

8 Relevant banking case

studies

Relevant case studies where requirements similar to those to those of

the Bank have been met

9 Certifications Certifications available with the bidder for various sites and locations

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S.

No. Presentation Agenda Details

10

Data security and

confidentiality

process

Process followed for ensuring data security and confidentiality for the

Bank’s data

ii. Contact Centre &OCRM System Demonstration

The bidder is also expected to provide a comprehensive demonstration of the proposed systems to

provide a walkthrough of the typical screens/processes expected to be handled at the Contact Centre.

The bidder is expected to cover the current and future requirements of the bank pertaining to

operational CRM system. The bank will schedule the system demonstrations and intimate the bidders of

the time and locations. Any changes to the agenda of the demonstration will be communicated to the

bidder as part of the formal invitation to present. Failure of a bidder to complete a scheduled

demonstration may result in the rejection of that bidder’s proposal.

d. Reference Site Feedbacks

The Bidder is required to provide particulars for reference sites as per the following requirements:

One site where the bidder is providing services for Contact Centre operations in India, preferably PSU

Bank or an Indian Scheduled commercial Bank, for the following services,

• Inbound call handling for queries/requests/complaints handling and

• Outbound call handling for lead generation/marketing/collections and soft recovery

If the reference site is not the same as the proposed Contact Centre site for PSB, the Bank reserves the

right to visit the same and include the same for evaluation.

9.8. Commercial Evaluation Process

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 Appendix 02-Commercial Bill of Material. The commercial offer should consist of comprehensive Cost for required solution. Bidder must provide detailed cost breakdown, for each and every category mentioned in the commercial bid. The Bank will determine whether the Commercial Bids are complete, unqualified and

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unconditional. 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. Bank will notify the name of the technically eligible bidders for participating in Reverse Auction. Commercial bid valuation shall be considered as below in case of any kind of discrepancy:

• If there is a discrepancy between words and figures, the amount in words shall prevail

• If there is a discrepancy between percentage and amount, the amount calculated as per the

stipulated percentage basis shall prevail

• If there is discrepancy between unit price and total price, the unit price shall prevail

• If there is a discrepancy in the total, the correct total shall be arrived at by Bank

• In case the bidder does not accept the correction of the errors as stated above, the bid shall be

rejected.

• 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.

• 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.

• All liability related to non-compliance of this Minimum Wages Requirement and any other law will

be responsibility of the bidder.

• The Highest Technical bidder shall not automatically qualify for becoming selected bidder and for

award of contract by the bank.

• The Lowest Commercial Bidder shall not automatically qualify for becoming selected Bidder and for

award of contract by the Bank.

• The Bank shall not incur any liability to the affected Bidder on account of such rejection.

• The Bidder whose technical and commercial Bid is accepted will be referred to as “Selected Bidder”

and the Bank will notify the same to the Selected Bidder.

• The final decision on the vendor will be taken by the Bank. The implementation of the project will

commence upon successful negotiation of a contract between the Bank and the selected bidder

based on the evaluation.

• If for some reason, negotiations with the successful bidder fail to result in an agreement within a

specified timeline, the Bank reserves the right to award the contract to the next most eligible bidder

based on the evaluation.

• 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.

Reverse Auction

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The Bank shall conduct the reverse auction on total cost of project and the price so obtained after closure of Reverse Auction shall be taken into account for Commercial Evaluation. Bidders have to submit final itemized price to the Bank within 48 hours of closure of Reverse Auction process. In case any technically qualified bidder does not take part in reverse action, then that bidder will not be considered for commercial evaluation. The procedure of reverse auction will be notified to the shortlisted bidders separately.

Business Rules for Reverse Auctions

Applicability

Reverse auctions are carried out under the framework of rules that are called Business Rules.

1. 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 for Reverse Auction”.

2. Any bidder not willing to submit such an undertaking shall be disqualified for further participation in the e-procurement process in question.

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:

3. Acceptance of Business Rules for Reverse Auction and undertaking as per format in Annexure 15: Compliance for Reverse Auction.

4. Letter of authority authorizing the official/s to take part in Reverse Auction as per format in Annexure 15: Compliance for Reverse Auction

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.

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.

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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’.

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/empaneled by the bank.

Transparency in Bids

All bidders will be able to view during the auction time the current lowest price in portal. Bidder shall be

able to view not only the lowest bid but also the last bid made by him at any point of time during the

auction time.

Masking of Names

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.

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.

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.)

Reverse Auction Process

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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.

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 https://www.psbindia.com/ immediately.

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.

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.)

Errors and omissions

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.

9.9. Key Guidelines:

1 Bidder’s proposal should strictly conform to the specifications.

2 Proposals not conforming to the specifications will be rejected subject to the Bank’s discretion. Any

incomplete or ambiguous terms / conditions / quotes may result in disqualification of the offer at

bank’s discretion. The Bidder has to offer specific remarks for technical requirements and clearly

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confirm compliance. Any comments on technical requirements should be clearly informed in

Remarks column.

3 Comments on other terms prescribed by the Bank are to be provided in a separate section in

Technical Bid. The Bank is not bound to evaluate the Comments mentioned at any other section of

the bid.

4 For supplementary information a separate sheet should be used.

5 All pages should be numbered (like 1/xxx, 2/xxx where xxx is last page number of Bid document) and

signed under the company seal.

6 Technical Bid documents are to be properly hard bound.

7 Punjab & Sind Bank reserves the right to reject any or all proposals. Similarly, it reserves the right

not to include any vendor in the final short-list.

9.10. Sealing and Marking of Bids

1. The Bidder has to submit 2 copies of the response and a soft copy of the complete technical Bid and

Eligibility Criteria in Microsoft Office / Open Office format on a Compact Disc (CD) super-scribing

“Soft Copy of Technical Bid and Eligibility Criteria against PSB/HOIT/RFP/142/2019-20 DATED

30.11.2019” along with the technical bid. The Bidder will not furnish the softcopy of the commercial

bid.

2. The Bidder shall seal the envelopes containing “Envelope – I: Eligibility Criteria”, “Envelope – II:

Technical Bid” and “Envelope – III: Commercial Bid” separately and the three envelopes shall be

enclosed and sealed in a SINGLE OUTER ENVELOPE marked as

“ORIGINAL: REQUEST FOR OUTSOURCING OF CONTACT CENTER SERVICES -FINAL BID”

3. The inner and outer envelopes shall:

1. be addressed to the Bank at the address given; and

2. bear the following in separate envelopes

i. “REQUEST FOR OUTSOURCING OF CONTACT CENTER SERVICES–Eligibility Criteria”

ii. “REQUEST FOR OUTSOURCING OF CONTACT CENTER SERVICES–Technical Bid”,

iii. “REQUEST FOR OUTSOURCING OF CONTACT CENTER SERVICES– Commercial Bid”,

3. All envelopes should indicate on the cover the name and address of the Bidder.

4. If the outer envelope is not sealed and marked, the Bank will assume no responsibility for the bid’s

misplacement or premature opening.

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10 Additional Instructions for Bidders

10.1. General Instructions

10.1.1. Nature of Bid

a) Bids will be permitted only from a single entity.

b) Consortium bidding is not allowed.

10.1.2. Information Ownership

All information processed, stored, or transmitted by successful Bidder equipment belongs to

the Bank. By having the responsibility to maintain the equipment, the Bidder does not acquire

implicit access rights to the information or rights to redistribute the information. The Bidder

understands that civil, criminal, or administrative penalties may apply for failure to protect

information appropriately.

Any information considered sensitive by the bank must be protected by the successful Bidder

from unauthorized disclosure, modification or access. The bank’s decision will be final.

Types of sensitive information that will be found on Bank system’s which the Bidder plans to

support or have access to include, but are not limited to: Information subject to special

statutory protection, legal actions, disciplinary actions, complaints, IT security, pending cases,

civil and criminal investigations, etc.

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 Bidder or existing at any of the Bank location. The Bidder will have to 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.

10.2. Service Level Agreement

a. Service Disruption Penalties

Service disruption is defined as the events and parameters due to which Contact Centre

services are completely/partial unavailable for the bank’s customers. The service disruption

parameters are defined below:

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Severity Type

Impact Area Indicative lists of incidents

Severity 1

Site Unavailability

• Any unplanned event due to which 50% or more of the deployed Contact Centre agents of any of the two locations cannot service the Bank’s customers due to factors like application malfunction, site unavailability, mass absence of the staff etc.

• Any unplanned event due to which 40% or more of the deployed Contact Centre agents of total Contact Centre agents across the two locations cannot service the Bank’s customers due to factors like application malfunction, site unavailability, mass absence of the staff etc.

System Unavailability

• Unavailability of critical business applications/ modules provided by the bidder including OCRM, IVR Application, CTI solution, etc. that hampers the performance of CSAs.

• Integration issue (from bidder’s side) between Bank’s CBS, Internet banking application, ATM and other in scope application

Infrastructure & Systems

• Unavailability of production environment at both DC and DR simultaneously.

Severity 2

Site Unavailability

• Any unplanned event due to which 20% to 50% of the deployed Contact Centre agents of any of the two locations cannot service the Bank’s customers due to factors like application malfunction, site unavailability, mass absence of the staff etc.

• Any unplanned event due to which 15% to 40% of the deployed Contact Centre agents of total Contact Centre agents across the two locations cannot service the Bank’s customers due to factors like application malfunction, site unavailability, mass absence of the staff etc.


• Unavailability of other critical business applications/ modules provided by the bidder including Knowledge Management System, Complaint Management System, etc. that hampers the performance of CSAs.

• Integration issue between other critical application like Knowledge Management System, Complaint Management System, Call Monitoring System etc.


• Production environment either at DC and DR but not simultaneously at both locations getting disrupted

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b. Service Disruption Penalties

Issue Classification Response

Time

Resolution Time Penalty in case of non-resolution

after proposed resolution time

Severity 1 15 Minutes 1 Hours 2% of Monthly billed amount

Severity 2 30 Minutes 4 Hours 2% of Monthly billed amount

Severity 3 2 Hours 24 Hours 1% of Monthly billed amount

For e.g. for first Severity 1 incident in a rolling quarter if incident is resolved in 5 hours 15

minutes, a penalty of 5% monthly billed amount would be applied. Penalty will be calculated

based on the following calculation methodology:

Period Penalty

< 2 Hours No penalty

< 3 Hours 2% of Monthly billed amount



For e.g. for severity 2 incident in a rolling quarter if incident is resolved in 8 hours 15 minutes a

penalty of 4% monthly billed amount would be applied. Penalty will be calculated based on the

following calculation methodology:

Period Penalty


Severity 3

Site Unavailability

• Any unplanned event due to which 10% to 20% of the deployed Contact Centre agents of any of the two locations cannot service the Bank’s customers due to factors like application malfunction, site unavailability, mass absence of the staff etc.

• Any unplanned event due to which 10% to 15% of the deployed Contact Centre agents of total Contact Centre agents across the two locations cannot service the Bank’s customers due to factors like application malfunction, site unavailability, mass absence of the staff etc.


• Unavailability of systems not covered above that provided by the bidder that hampers the performance of CSAs as well as reporting capabilities.

• Integration issue between non critical applications


• Unavailability of infrastructure components but not amounting to DC/ DR being down

• Test, Migration and Training Infrastructure and Application

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Period Penalty


<10 Hours 4% of Monthly billed amount

<15 Hours 5% of Monthly billed amount

For e.g. for severity 3 incident in a rolling quarter if incident is resolved in 49 hours, a penalty of

2% monthly billed amount would be applied.. Penalty will be calculated based on the following

calculation methodology:

Period Penalty





c. Service Expectations

These are critical performance parameters that shall be tracked on a regular basis to evaluate

the Contact Centre’s performance. The successful bidder is expected to maintain and ensure

that its performance on these parameters is acceptable. In the review meetings, the Bank and

the successful biddershalljointlytakedecisionsregardingacceptableperformance,on different

parameters.

i. Identified Parameters

# Parameter Definition Data to be captured

1 Call

abandonment

rate at IVR

Number of calls which were

abandoned on IVR without execution

of a single function / Number of calls

which reached IVR

The number of calls that reached IVR and

the number of calls which were

abandoned on IVR without execution of a

single function, both, would need to be

captured.

2 Call

abandonment

rate at ACD

Number of calls abandoned on

ACD/Number of calls which reached

ACD

The number of calls requesting for agents

and the number of calls which are

answered by the agents, both, would

need to be captured

3 Occupancy Ratio

for agents

Average utilization time of the agents

on a monthly basis

Bidder is required to monitor TOS (Time

on System) which is summation of total

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# Parameter Definition Data to be captured

idle time, Total Handling Time, Total Hold

time and Total Wrap time for the given

period. Occupancy Ratio = (Handling

Time + Hold Time + Wrap Time)/ TOS

4 Call queue wait

time

The waiting time in Automatic Call

Distributor (ACD) queue after

pressing prescribed digit to talk to

the agent but before being answered

by the agent

This will be captured from the time the

customer has keyed the relevant number

in the IVR option menu, for speaking to

an agent.

5 Call quality

score

This is measured by scoring a random

sample of calls on pre-defined

parameters, as mentioned in

Annexure 15 Call Quality Score.

The Contact Centre needs to have a call

logging facility to record all the different

calls that have been handled by the

agents. A random sample of these calls

will then be graded by the Bank's call

quality audit team against pre-decided

parameters as mentioned in Annexure 15

Call Quality Score. Bank will ensure that

there are at least 2 dedicated employees

from PSB to monitor and score these

calls. These employees will audit at least

50 calls per day and should cover all

agents at least once in 2 weeks.

ii. Expected Service Levels

# Parameter Periodicity Expected Service Level

Service Deviation Penalty as %age of Monthly Billed

Amount

1 Call abandonment

rate at IVR

Monthly <7% 10% > Service Level >= 7% 1%

20% > Service Level >= 10% 2%

Service Level >= 20% 5%

2 Call abandonment

rate at ACD

Monthly <5% 7% > Service Level >= 5% 2%

10% > Service Level >= 7% 4%

Service Level >= 10% 6%

3 Occupancy Ratio for agents

Monthly >75% 70% < Service Level <= 75% 1%

60% < Service Level <= 70% 2%

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Service Level <= 60% 3%

4 Call queue wait time

Monthly >90% calls attended within

20 seconds




5 Call quality score Daily >85% 80% < Service Level <= 85% 1%



All of these service parameters are expected to be provided by the bidder on monthly basis

through a system generated report (without any manual intervention) for the bank to review.

d. Other Expectations

These are critical performance parameters that shall be tracked on a regular basis to evaluate

the Call Centre’s performance. The Bank reserves the right to include any of these parameters

as part of the SLAs from a future date in consultation with the Bidder.

Unlike SLAs, these parameters shall not be linked to commercial penalties, but the Bidder is

expected to maintain and ensure that its performance on these parameters is acceptable. In

the review meetings, the Bank and Bidder shall jointly take decisions regarding acceptable

performance, on different parameters.

# Parameters Definition Periodicity Expected Level

1 IVR efficiency rate

Number of calls satisfactorily disposed of at IVR / Total number of calls reaching IVR. The calls considered disposed of at the IVR are the calls that are terminated at IVR menu and which are not opted for talking to the operator

Monthly >90%

2 Average time taken for a customer to be disposed of at IVR

This is measured as the time it takes for the customers to be successfully serviced by IVR on calls where customer does not ask for an operator

Monthly > 90% calls to be disposed of

within 45 seconds

3 Hold Time This is measured as the total time a call was put on hold by the agent

Daily <10 seconds (on an average)

4 Wrap Time This is measured as the total time that was taken by the agent in closing the active call

Daily <15 seconds (on an average)

5 Average handling time

Total time taken by the agent for supporting customer requirements.

Weekly 195 seconds <= AHT <= 225

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# Parameters Definition Periodicity Expected Level

(AHT) for the customer

Active Time + Hold Time + Wrap Time seconds

6 Call handling efficiency of agents managing inbound/ outbound calls

This KPI measures the efficiency of

operators in making inbound/

outbound calls in terms of average:

• Number of calls answered/ made by an agent per day

• Talk time taken to complete calls

Monthly >120 calls per agent per day

7 Resource Qualification

As defined in section 6.3of this RFP to

be evaluated on ad hoc basis by the

Bank’s staff

On going 100%

8 Team Structure

As defined in section 6.3 of this RFP to

be evaluated on ad hoc basis by the

Bank’s staff

On going 100%

9 First time resolution

Number of calls in which issue was

resolved in the first call itself

Ongoing 75%

e. Penalties for Delayed Implementation

The successful bidder must strictly adhere to the delivery dates or lead times identified in its

proposal. Failure to meet these delivery dates, unless it is due to reasons entirely attributable

to PSB, may constitute a material breach of the Bidder’s performance. As a deterrent for delays

during implementation, PSB may levy penalties for delays attributable to the successful bidder.

The reasons like non-familiarity with the site conditions, bank applications and/ or existing IT

infrastructure will not be considered as a reason for delay.

Penalty based on following table will be levied for every week’s delay in meeting any milestone

agreed as part of project plan. If two separate milestones (running parallel) are defaulted, then

the penalty for all such delays shall be aggregated. Minimum 7 milestones need to be agreed as

part of the project plan.

A cap of 5% of the Projected Outflow would be reserved as penalties against any delay in

meeting milestones.

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Delay Penalty

Up to 1 Week Grace Period. No penalty

1 – 2 Weeks INR 1,00,000

2 – 3 Weeks INR 2,00,000

3 – 4 Weeks 2% of Projected Outflow

4 – 5 Weeks 3% of Projected Outflow

5 – 6 weeks 4% of Projected Outflow

>6 weeks 5% of Projected Outflow

For a delay of more than 6 weeks in implementation, PSB will have the option of looking at

more severe options such as cancelling the awarded contract.

f. Cap on Penalties

Cap on the quarterly penalty is fixed at 20% of the quarterly payout. With the overall cap being

20% of projected outflow. Projected outflow for the penalty calculation will be as follows:

Projected Outflow = FTE Cost per month * 100 * Number of months of Contact Centre

operations

FTE Cost per month: FTE cost proposed by the successful bidder

Number of months of Contact Centre operations: 57 months

g. Overall Liabilities of the Bidder

The bidder’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. The bidder’s liability in case of claims against

PSB resulting from willful misconduct or gross negligence of the bidder, 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.

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10.1.3. Security Configuration, Monitoring and Audit

Compliance with security best practices may be monitored by periodic IT security audits

performed by or on behalf of the Bank. The periodicity of these audits will be decided at the

discretion of the Bank. Periodicity for Regulatory Audits would be required as per the rules and

guidelines laid down by the regulator or as required by the regulator. The audit plan shall

include, but not be limited to, a review of: access and authorization procedures, physical

security controls, input/output controls, backup and recovery procedures, application controls,

network security controls, physical and logical security controls, access management controls

and program change controls. In addition to the requirements mentioned above, the bidder

shall also be responsible for the following KEY responsibilities:

1. Responsibilities for data and application privacy and confidentiality

2. Responsibilities on system and software access control and administration

3. Custodial responsibilities for data, software, hardware and other assets of the Bank being

managed by or assigned to the Vendor

4. Physical Security of the facilities

5. Physical and logical separation from other customers of the Vendor

6. Incident response and reporting procedures

7. Compliance to password policies of the bank

8. Data Encryption/ Protection requirements of the Bank

To the extent that the Bank deems it necessary to carry out a program of inspection and audit

to safeguard against threats and hazards to the confidentiality, integrity, and availability of

data, the Bidder shall afford the Bank’s representatives access to the Bidder’s facilities,

installations, technical resources, operations, documentation, records, databases and

personnel. The Bidder must provide the Bank access to various monitoring and performance

measurement systems (both manual and automated). The Bank has the right to get the

monitoring and performance measurement systems (both manual and automated) audited

without prior approval / notice to the Bidder.

Should the bidder be found in non-compliance to the security requirements mentioned in this

section, the bank may summarily terminate the contract.

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11 Annexure & Appendix

Appendix

Appendix 1: Functional and Technical Requirement

RFP Reference no. PSB/HOIT/RFP/142/2019-20

The detailed functional and technical requirement is enclosed as Appendix 1 to this document.

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Appendix 2: Commercial Bill of Material

Following is the template for commercial bill of material for the required Contact Centre services:

Item Quantity Unit Price Total Price

(Exclusive of Taxes)

Operational Cost

FTE Rate per month 1140

Price per month for additional seat at

Contact Centre (Primary Site) 1

Price per month for additional cabin at

Contact Centre (Primary Site) 1

Software Cost/ DB OS Peripheral Software Cost

Licenses for Complaints & Feedback

Management Solution

<bidder to

propose>

Database systems, OS & Other peripheral

software for the servers proposed

<bidder to

propose>

Hardware Cost

Servers for operationalizing OCRM in Bank’s DC & DR

<bidder to

propose>

Servers for operationalizing CFMS in Bank’s DC & DR

<bidder to

propose>

Software/ Hardware Maintenance Cost

Annual AMC for Servers for operationalizing OCRM in Bank’s DC & DR

(Applicable For Year 4 and Year5)

2

Annual AMC for Servers for operationalizing CFMS in Bank’s DC & DR

(Applicable For Year 4 and Year5)

2

Annual AMC for CFMS Software (Applicable For Year 2, 3, 4 and Year5)

4

Annual AMC for Database systems, OS & Other peripheral software for the servers

proposed (Applicable For Year 2, 3, 4 and Year5)

4

Total Cost of Ownership (in figures)

Total Cost of Ownership (in words)

Note: In case there is a discrepancy in TCO in figures and word, then the TCO mentioned in words shall

prevail.

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The bidder is required to submit the sizing of IT and network infrastructure equipment, that need to be

procured and supplied by the Bank for hosting the operational CRM at Bank’s DC and DR. The bidder

may list the items in the following table:

Item Configuration Quantity Remarks

<add more rows if required>

The bidder is required to submit a detailed segregation of the components it has quoted for in the

commercial bill of material. The bidder may list the items in the following table:

Item Configuration Quantity Remarks

<add more rows if required>

1 Per month FTE rate would remain fixed for the duration of the contract

2 An FTE is defined as 182 log-in hours.

3 Bidder needs to additionally provide seat/ cabin prices that Bank may avail over the duration of contract for increasing the seating of Bank’s staff members

4 No counter condition/assumption in response to commercial bid will be accepted. Bank has a right to reject such bid.

5 Prices quoted by bidder should be exclusive of taxes.

6 No extra costs on account of any items or services or by way of any out of pocket expenses, including travel, boarding and lodging etc. will be payable by the Bank. The bidder cannot take the plea of omitting any charges or costs and later lodge a claim on the Bank for the same. Bank would be bearing the cost of network and telecom charges as indicated in this RFP including outbound telecom charges which would be paid at actuals.

7 The bidder is requested to quote in Indian Rupees ('INR'). Bids in currencies other than INR would not be considered.

8 Bank may at its sole discretion ask the bidder to augment the Contact Centre staff members for any additional call based service. These additional staff members would be billed at FTE rate defined above. Bank reserves the right to decrease or increase the FTEs requirement as per call volume or actual requirement of Bank.

9 Number of FTEs for TCO calculation is an indicative number and only for evaluation purpose, however the actual number of FTEs to be deployed for the Contact Center would be mutually agreed with the successful bidder based on the scope of the RFP.

10 Actual pay out for the Contact Center services would be based on the actual number of FTEs deployed.

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11 For any increase or decrease in the number of FTE requirement has to be justified by the successful bidder and same has to be approved by the bank.

12 Failure to submit the sizing of IT and network infrastructure equipment, that need to be procured and supplied by the Bank, for hosting the operational CRM at Bank’s DC and DR as per the table mentioned above may lead to disqualification of the bid.

13 In the case the quantity of licenses for CFMS, no. of servers, licenses of DB and OS proposed are found to be insufficient, the Bank would not pay for the additional infrastructure that shall be deployed by the successful bidder to meet Bank’s requirements and SLAs. The successful bidder shall have to supply/ deploy such additional infrastructure at no extra cost to the bank.

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Appendix

Annexure 1: Bank Guarantee Form

Bank GUARANTEE (BG) FOR EARNEST MONEY DEPOSIT (EMD)

(ON A NON-JUDICIAL STAMP PAPER OF RS. 100.00)

Guarantee for Payment of Earnest Money/Security

Deposit Bank Guarantee no.:

Date:

Period of Bank Guarantee:

Amount of Bank Guarantee: Rs.

To,

Punjab & Sind Bank, 2nd floor, Information Technology Department, Plot No. 151, Sector 44, Gurugram – PIN 122003

WHEREAS (hereinafter called “the Bidder”) has submitted its bid dated (date of submission of bid) for selection of service provider for OUTSOURCING CONTACT CENTER

SERVICEStoPunjab&SindBank’sRequestforProposal(RFP)No.PSB/HOIT/RFP/142/2019-20 (hereinafter called “the Bid”).

KNOW ALL PEOPLE by these presents that WE (name of bank) having our registered office at (address of bank) (hereinafter called “the Bank”) are bound unto Punjab & Sind Bank (hereinafter called “the Beneficiary”) in the sum of Rs. /- (Rupees only) for which payment will and truly to be made to the said Beneficiary, the Bank binds itself, its successors and assigns by these presents. Sealed with the common seal of the said Bank this day of 20__.

THE CONDITIONS of this obligation are:

1. If the Bidder withdraws its Bid during the period of bid validity specified by the Bidder on the Bid Form; or

2. If the Bidder, having been notified of the acceptance of its bid by the Beneficiary and the bidder during the period of bid validity:

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a) fails or refuses to execute the Contract Form if required; or b) fails or refuses to perform, in accordance with the Terms and Conditions of the RFP

or Contract; or c) fails or refuses to furnish the Performance Security, in accordance with the Terms

and Conditions of the RFP or Contract;

We undertake to pay the Beneficiary up to the above amount upon receipt of its first written demand, without the Beneficiary having to substantiate its demand, provided that in its demand the beneficiary will note that the amount claimed by it is due to it owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions.

This guarantee will remain in force up to and including 180 days after the period of the bid validity i.e. up to (mention date of expiry which should be a minimum of bid validity = 180 days), and any demand in respect thereof should reach the Bank not later than the above date.

Notwithstanding any other term contained herein:

a) this guarantee shall be valid only up to (Insert Guarantee End Date) whereuponitshallautomaticallyexpireirrespectiveofwhethertheoriginalguaranteeisreturned to the Bank or not; and

b) the total liability of Bank under this guarantee shall be limited to Rs. (Rupees ___________________________________________only)

Place:

SEAL

Code No.

SIGNATURE.

NOTE: BIDDER SHOULD ENSURE THAT THE SEAL & CODE NO. OF THE SIGNATORY IS PUT BY THE BANKERS, BEFORE SUBMISSION OF BG.

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Annexure 2: Technical Proposal Format

Particulars to be provided by the bidder in the technical proposal – RFP Reference no.

PSB/HOIT/RFP/142/2019-20

Sr. No. Particulars Response from the bidder

1 Name of the bidder

2 Year of establishment and constitution

Certified copy of “Partnership Deed” or

“Certificate of Incorporation” should be

submitted as the case may be.

3 Location of Registered office /Corporate office

and address

4 Mailing address of the bidder

5 Names and designations of the persons

authorized to make commitments to the Bank

6 Telephone and fax numbers of contact persons

7 E-mail addresses of contact persons

8 Details of:

Description of business and business

background

Service Profile & client profile

Domestic & International presence

Alliance and joint ventures

9 Gross revenue of the bidder

Year 2016-17

Year 2017-18

Year 2018-19

Documentary proofs are to be enclosed

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10 Net Profit (after all taxes etc.) of the bidder

Year 2016-17

Year 2017-18

Year 2018-19


11 Net Worth of the bidder

Year 2016-17

Year 2017-18

Year 2018-19


12 Details of the similar assignments executed by

the bidder during the last two years (Name of

the Bank, time taken for execution of the

assignment and documentary proofs from the

Bank are to be furnished)

13 Details of inputs, infrastructure requirements

required by the bidder to execute this

assignment.

14 Details of the bidder’s proposed

methodology/approach for providing services to

the Bank with specific reference to the scope of

work.

Declaration:

1. We confirm that we will abide by all the terms and conditions contained in the RFP.

2. We hereby unconditionally accept that Bank can at its absolute discretion apply whatever criteria it

deems appropriate, not just limiting to those criteria set out in the RFP, in short listing of bidders.

3. All the details mentioned by us are true and correct and if Bank observes any misrepresentation of

facts on any matter at any stage, Bank has the absolute right to reject the proposal and disqualify us

from the selection process.

4. We confirm that this response, for the purpose of short-listing, is valid for a period of 180 days, from

the date fixed for bid opening.

5. We confirm that we have noted the contents of the RFP and have ensured that there is no deviation

in filing our response to the RFP and that the Bank will have the right to disqualify us in case of any

such deviations.

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(Signature)

(Name of Authorized Signatory)

(Designation)

(Date)

Place:

(Name and address of the bidder)

(Company Seal)

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Annexure 3: Commercial Compliance Certificate

RFP No: PSB/HOIT/RFP/142/2019-20 Date:


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 days from the date fixed for bid opening and it shall

remain binding upon us and may be accepted by the Bank, any time before the expiry of that 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 fee quoted shall cover components and services on a fixed price basis 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, and increase in custom duty. The

bank will not pay any out of pocket expense.

(Signature)


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(Designation)

(Date)

Place:

(Name and address of the manufacturer)

(Company Seal)

Note:

The Vendor will have to work as per the timing of the Bank.

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Annexure 4: Compliance Certificate

To, Date:


Dear Sir,

Ref: - RFP no. PSB/HOIT/RFP/142/2019-20 for selection of service provider for OUTSOURCING

CONTACT CENTER OPERATIONS.

1. Having examined the RFP including all annexure, the receipt of which is hereby duly acknowledged,

we, the undersigned offer to provide the services in conformance to the said RFP and in accordance

with our proposal and the schedule of Prices indicated in the Price Bid and made part of this RFP.

2. We confirm that this offer is valid for 180 days from the date fixed for opening of bids.

4. This Bid, together with your written acceptance thereof and your notification of award, shall

constitute a binding Contract between us.

5. 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”.

6. We agree that the Bank is not bound to accept the lowest or any Bid that the Bank may receive.

7. We and the proposed OEM solution provider are not blacklisted at the time of submission of the bid

by any regulator / statutory body/ any government department/ PSU/ PSE or banks in India.

Dated

Seal & Signature of the bidder

Phone No.:

Fax:

E-mail:

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Annexure 5: Proposed Agency Profile

Sr. No. Particulars Bidder Response

1 Names and designations of the persons authorized to

make commitments to the Bank (including mobile

number and email ID)

2 No. of years of experience providing services covered

within the RFP

Sr. No. Name of Bank where the vendor was associated for

similar type of services

Duration of association with the

Bank

1

2

3

4

We hereby confirm that the information provided by us is true and to the Best of our Knowledge.

(Signature)


(Designation) (Date)

Place:

(Company name and address of the bidder) (Company Seal)

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Annexure 6: Confirmation of Terms & Condition



Dear Sir,

Sub: Request for Proposal for selection of service provider for OUTSOURCING CONTACT CENTER

OPERATIONS

Further to our proposal dated ______________, in response to the Request for Proposal for selection of

service provider for outsourcing contact center operations (hereinafter referred to as “RFP”) issued by

Punjab & Sind Bank (PSB) 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 PSB. PSB is not bound by any other extraneous matters 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,

(Signature)


(Designation)

(Date)

(Name and address of the manufacturer)

(Company Seal)

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Annexure 7: Tender Offer Cover Letter

RFP Reference No PSB/HOIT/RFP/142/2019-20 Date:


Dear Sir,

Having examined the tender documents including all annexure the receipt of which is hereby duly

acknowledged, we, the undersigned, offer to provide contact center services on an OPEN (outsourced)

model as well as Related Services to Bank as mentioned in RFP document in conformity with the said

tender documents, and 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 keeping in view, any specific bidder.

If our tender offer is accepted, we shall obtain the guarantee of a bank for a sum equal to 10% of the

Contract Price for the due performance of the Contract.

We agree to abide by this tender offer for 180 days from the date of tender opening 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 __________, 20

Signature: __________________________________

In the Capacity of :- ________________________________ duly authorized to sign the tender offer for

and on behalf of

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Annexure 8: Submission Checklist

The bidder has to ensure that the following have been submitted as a part of the RFP submission

process.

Failure to provide any of the documents as detailed below could lead to the disqualification of the

bidder from the bid.

The following files need to be completed

Eligibility Bid Document

Functional Specification Document Submitted

(Bidder)

Annexure 10: Confirmation of Eligibility

Annexure 14: Integrity Pact (On Stamp Paper)

Technical Bid Document

Functional Specification Document Submitted

(Bidder)

Appendix 1- Compliance to Functional and Technical Requirement

Appendix 2- Masked Commercial Bill of Material

Formats

The following Letters and Formats need to be submitted.

Letter / Format Submitted

(Bidder)

Annexure 1: Bank Guarantee Form

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Letter / Format Submitted

(Bidder)

Annexure 2:Technical Proposal Format

Annexure 4:Compliance Certificate

Annexure 5:Proposed Agency Profile

Annexure 6:Confirmation of Terms & Condition

Annexure 7:Tender Offer Cover Letter

Annexure 8: Submission Checklist

Submission Checklist for Commercial Bid Documents

The following documents need to be provided by the Bidder for the Commercial Bid in a separately

sealed cover.

Commercial Bid Documents Submitted

(Bidder)

Appendix 2 Commercial Bill of Material

Annexure 3 Commercial Compliance Certificate

Annexure 15 Compliance for Reverse Auction

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Annexure 9: Pre-bid query format

Bidder’s request for Clarification - to be submitted before the last date mentioned in the RFP for submitting the pre-bid queries

If, bidder, desiring to respond to RFP, require any clarifications on the points mentioned in the RFP may

communicate with Punjab & Sind Bank (PSB) using the following format.

All questions received before deadline specified in the RFP 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, PSB may at its discretion, answer all such queries in the Pre-bid meeting.

To be mailed, delivered,

faxed or emailed to:

Assistant General Manager, IT Department -- address, email id and fax number given in the schedule

Name of Organization

submitting request

Name & position of person

submitting request Full formal address of the

organization including phone,

fax and email points of contact

Tel:

Fax:

Email:

Please Tick preferred contact option

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Pre Bid Query Format

Query

Reference

No

RFP Section

(point number)

RFP Page Number RFP Excerpt Query

Description/Clarification

sought

Name and signature of authorized person issuing this request for clarification

Signature/Date

Official designation

1 In case of multiple queries, the contact details need not be repeated and only the details in the pre-

bid query format (table provided above) are to be furnished for the subsequent queries.

2 The queries should be submitted in a spreadsheet using the same column headings specified in the

table above, preferably in MS Excel file format.

3 Please indicate the preferred method and address for reply.

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Annexure 10: Confirmation of eligibility

Sr. No. Eligibility Criteria Proofs to be enclosed Compliance

(Yes/ No)

1 The Bidder must be a Public/Private Limited Company registered in India under the Companies Act, 1956

Certificate of Incorporation

2 The Bidder should have been in operation for at least 5 years as on the final date of bid submission. In case the current Bidder company is the result of a merger / acquisition, at least one of the merging companies should have been in operation for at least 5 years as on the final date of bid submission.

Certificate of Incorporation and

Memorandum of Association

3 The bidder should have a positive net worth in the last two financial years in India out of the following financial years: 2016-17, 2017-18 and 2018-19


CA Certificate

4

5 (In the event that statements is not publically reported for the Indian call center operations of the Bidder/its subsidiary/its parent company, a certificate to this effect from a Chartered Accountant should be provided.)

6 Bidder's yearly gross revenue from India

domestic Call Centre voice operations

should be a minimum of Rs. 20 crore

during each of the last three financial

years i.e. 2016-17, 2017-18 and 2018-19.


CA Certificate

7 (In the event that gross revenue is not publically reported for the Indian call center operations of the Bidder/its subsidiary/its parent company, a certificate to this effect from a Chartered Accountant should be provided.)

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Sr. No. Eligibility Criteria Proofs to be enclosed Compliance

(Yes/ No)

8 Bidder should have an independent internal audit function in place.

Self-Declaration

9 The Bidder should not have been

blacklisted/terminated by any

Government/Public Sector

Organization/Agency for unsatisfactory

past performance, corrupt, fraudulent or

any other unethical business practices, at

any point. The Bidder should not have

been blacklisted by IBA or any other

Regulatory or Legal entities.

Self-Declaration

10 The Bidder or its wholly owned subsidiary providing BPO/Call Centre services or the parent company of whom the Bidder is a wholly owned subsidiary providing BPO/Call Centre services, must have registered itself with Department of Telecommunication (DoT)/ TRAI.

Copy of DOT/ TRAI certificate for the

proposed sites should be issued on or

before the date of publication of this

RFP.

11 The Bidder should be operating with an aggregate of at least 500 Full Time Equivalents (FTEs) on company payroll for its Indian Call Centre Voice operations as on 30th June 2019.

12 Certificate from the Bidder's HR head

13 The Clientele of the Bidder must include at least ONE Scheduled Commercial Bank (with over 200 branches and has total business (deposits + advances) greater than INR 1 lakh crore) for whom the vendor has set up a Call Centre with at least 20 FTEs.



required points

Note:

• Attested photocopies of all relevant documents / certificates should be submitted as proof in

support of the claims made. The bidder should provide relevant additional information wherever

required in the eligibility criteria. The Bank reserves the right to verify /evaluate the claims made by

The Bidder independently. Any decision of The Bank in this regard shall be final, conclusive and

binding upon the Bidder.

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• 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.

• In-case of corporate restructuring the earlier entity’s incorporation certificate, financial statements,

Credentials, etc. may be considered.

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Annexure 11: NDA Format

(On Rs.100 Non-Judicial stamp paper)

This Non-Disclosure Agreement made and entered into at…………………. This …………………..day

of…………..20

BY AND BETWEEN

………………………………… …………………….., 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

Punjab & Sind Bank, a body corporate, established under the Banking Companies (Acquisition and

Transfer of Undertakings) Act 1970 and having its Head Office at 21, Rajendra Place, New Delhi 110008

(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 assigns) of the OTHER PART.

The Vendor and Punjab & Sind Bank are hereinafter collectively referred to as “the Parties” and

individually as “the Party”

WHEREAS:

1. Punjab & Sind Bank is engaged in the business of providing financial services to its customers and

intends to engage service provider for outsourcing its contact center operations

2. In the course of such assignment, it is anticipated that Punjab & Sind Bank 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

Implementation assignment ( hereinafter referred to as " the Purpose").

3. 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 Punjab & Sind Bank. The Vendor undertakes to safeguard and protect such confidential

information as may be received from Punjab & Sind Bank.

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NOW, THEREFORE THIS AGREEMENT WITNESSED THAT in consideration of the above premises and the

Punjab & Sind Bank granting the Vendor and or his agents, representatives to have specific access to

Punjab & Sind Bank property / information and other data it is hereby agreed by and between the

parties hereto as follows:

1. Confidential Information:

(i) “Confidential Information” means all information disclosed/furnished by Punjab & Sind Bank to

the Vendor whether orally, in writing or in electronic, magnetic 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 Punjab & Sind Bank,

(c) was rightfully obtained by the Vendor from a source other than Punjab & Sind Bank 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 Punjab &

Sind Bank of such order and afford Punjab & Sind Bank 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

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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 Punjab & Sind Bank 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 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 Punjab &

Sind Bank 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 Punjab & Sind Bank 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 Punjab & Sind Bank'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.

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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 Punjab & Sind Bank.

4. Term: This Agreement shall be effective from the date hereof and shall continue till expiration of

the Purpose or termination of this Agreement by Punjab & Sind Bank, whichever is earlier. The Vendor hereby agrees and undertakes to Punjab & Sind Bank that immediately on termination of this

Agreement it would forthwith cease using the Confidential Information and further promptly return or

destroy, under information to Punjab & Sind Bank, all information received by it from Punjab & Sind

Bank 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 Punjab & Sind Bank to certify in writing upon request of Punjab & Sind

Bank that the obligations set forth in this Agreement have been complied with.

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

Punjab & Sind Bank to the Vendor, the title and all intellectual property and proprietary rights in the

Confidential Information shall remain with Punjab & Sind Bank.

6. Remedies: The Vendor acknowledges the confidential nature of Confidential Information and

that damage could result to Punjab & Sind Bank 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, Punjab & Sind Bank may suffer

immediate irreparable loss for which monetary compensation may not be adequate. Punjab & Sind Bank

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 Punjab & Sind Bank shall include Punjab & Sind Bank's costs and expenses of

enforcement (including the attorney's fees).

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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 Punjab & Sind Bank, 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 Punjab & Sind Bank be liable for the

inaccuracy or incompleteness of the Confidential Information. None of the Confidential Information

disclosed by Punjab & Sind Bank constitutes any representation, warranty, assurance, guarantee or

inducement with respect to the fitness of such Confidential Information for any particular purpose.

Punjab & Sind Bank discloses the Confidential Information without any representation or warranty,

whether express, implied or otherwise, on truthfulness, accuracy, completeness, lawfulness,

merchantability, fitness for a particular purpose, title, non-infringement, or anything else.

11. Waiver: A waiver (whether express or implied) by Punjab & Sind Bank 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 Punjab & Sind Bank from

subsequently enforcing any of the subsequent breach or default by the Vendor under any of the provisions of this Agreement.

In witness whereof, the Parties hereto have executed these presents the day, month and year first

herein above written.

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For and on behalf of ------------- Ltd. For and on behalf of Punjab & Sind Bank

( ) ( )

(Designation) (Designation)

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Annexure 12: Performance Bank Guarantee Format

(ON A NON-JUDICIAL STAMP PAPER OF RS. 100.00)

Bank Guarantee No.

Bank Guarantee Amount

Expiry Date

Claim Period

Account

GUARANTEE FOR PERFORMANCE OF CONTRACT/AGREEMENT

THIS GUARANTEE AGREEMENT executed at ________ day of_____________ Two Thousand

___________

BY :

______________________ Bank, a body corporate constituted under _______________, having its

Registered Office/ Head Office at ______________, and a Branch Office

at_____________________________________________________

(Hereinafter referred to as “the Guarantor”, which expression shall, unless it be repugnant to the

subject, meaning or context thereof, be deemed to mean and include its successors and assigns)

IN FAVOUR OF:

Punjab & Sind Bank, a body corporate, established under the Banking Companies (Acquisition and

Transfer of Undertakings) Act 1970 and having its Registered Office at 21, Rajendra Place, New Delhi

110008 (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 assigns),

WHEREAS Bank had called for the bids for engagement of service provider for outsourcing contact

center operations and for the purposes M/s……………………… have been appointed as the Vendor

(hereinafter referred to as "Vendor") and accordingly has entered into Contract / Agreement on ………..

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(Agreement) with Bank subject to the terms and conditions contained in the said documents and the

Vendor has duly confirmed the same.

AND WHEREAS pursuant to the Bid Documents, the Agreement, and the other related documents

(hereinafter collectively referred to as “the said documents”, the Bank has agreed to avail from

M/s……………………. and M/s……………………………. has agreed to provide to the Bank, the Services / Systems

for providing contact center services and other required applications, more particularly described in the

Schedule/Annexure to the said documents (hereinafter collectively referred to as “the Services”),

subject to payment of the contract price as stated in the said documents and also subject to the terms,

conditions, covenants, provisions and stipulations contained the said documents.

AND WHEREAS the Vendor has duly signed the said documents.

AND WHEREAS in terms of the said documents, inter alia, the Vendor is required to procure an

unconditional and irrevocable performance Bank guarantee, in favour of the Bank, from a Bank

acceptable to the Bank for a sum of Rs…………………

(Rupees…………………………………………………….. Only) being 10% of the total contract value for the faithful

observance and performance by the Vendor of the terms, conditions, covenants, stipulations, provisions

of the Agreement /the said documents.

AND WHEREAS at the request of the Vendor, the Guarantor has agreed to issue the

Guarantee in favour of the Bank for a sum of Rs. ………… (Rupees………………………………………………..Only)

being the 10% of the total Contract value

AND WHEREAS at the request of the Vendor, the Guarantor has agreed to guarantee the Bank that the

Vendor shall faithfully observed and performed of the terms of the said documents

NOW THEREFORE THIS AGREEMENT WITNESSETH AS FOLLOWS:

In consideration of the above premises, the Guarantor hereby unconditionally, absolutely and

irrevocably guarantees to the Bank as follows:

(1) The guarantor hereby agree and guarantee that the Vendor shall faithfully observed and

performed all the terms and conditions stipulated in the Contract/Agreement and the said documents.

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(2) The Guarantor hereby guarantees and undertakes to pay, on demand and without demur,

reservation, contest, recourse or protest or without any reference to the Vendor, to the Bank at its

office at Bangalore forthwith, and all monies payable by the Vendor to the extent of

Rs.………………………………………. against any loss, costs, damages, etc. suffered by the Bank on account of

default of the Vendor in the faithful observance and performance of the terms, conditions, covenants,

stipulations, provisions of the Agreement / said documents, without any demur, reservation, contest,

recourse or protest or without any reference to the Vendor. Any such demand or claim made by the

Bank, on the Guarantor shall be final, conclusive and binding notwithstanding any difference or any

dispute between the Bank and the Vendor or any dispute between the Bank and the Vendor pending

before any Court, Tribunal, Arbitrator, or any other authority.

(3) The Guarantor agrees and undertakes not to revoke this Guarantee during the currency of these

presents, without the previous written consent of the Bank and further agrees that the Guarantee

herein contained shall continue to be enforceable until and unless it is discharged earlier by the Bank, in

writing.

(4) The Bank shall be the sole judge to decide whether the Vendor has failed to perform the terms of the Agreement / said documents for providing the Services by the Vendor to the Bank, and on

account of the said failure what amount has become payable by the Vendor to the Bank under this Guarantee. The decision of the Bank in this behalf shall be final, conclusive and binding on the

Guarantor and the Guarantor shall not be entitled to demand the Bank to establish its claim under this

Guarantee but shall pay the sums demanded without any objection, whatsoever.

(5) To give effect to this guarantee, the Guarantor will be deemed to be the Principal Debtor to the

Bank.

(6) The liability of the Guarantor, under this Guarantee shall not be affected by

(a) any change in the constitution or winding up of the Vendor or any absorption, merger or

(b) amalgamation of the Vendor with any other company, corporation or concern; or

(c) any change in the management of the Vendor or takeover of the management of the Vendor by

the Government or by any other authority; or

(a) acquisition or rationalization of the Vendor and/or of any of its undertaking(s) pursuant to any

law; or

(b) any change in the constitution of Bank / Vendor; or

(c) any change in the setup of the Guarantor which may be by way of change in the constitution,

(d) winding up, voluntary or otherwise, absorption, merger or amalgamation or otherwise; or the

absence or deficiency of powers on the part of the Guarantor to give Guarantees and/or

Indemnities or any irregularity in the exercise of such powers.

(7) This guarantee will remain in force up to 66 months from the date of signing the contract.

(8) Notwithstanding anything contained in this Guarantee, the Guarantor hereby agrees and

undertakes to extend the validity period of this guarantee for a further period as may be requested

by the Bank, from time to time.

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(9) This guarantee shall be binding upon us and successors -in -interest and shall be irrevocable.

(10) For all purposes connected with this Guarantee and in respect of all disputes and differences under or in respect of these presents or arising there from the courts of New Delhi where the Bank has its

Head Office shall alone have jurisdiction to the exclusion of all other courts.

(11) Notwithstanding anything contained herein above

I. Our liability under this Bank Guarantee shall not exceed Rs ……………. (Rupees ………………………..

only)

II. This Bank Guarantee shall be valid up to…………….

III. We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee

only and only if you serve on us a written claim or demand on or before ………………… (mention

validity period + claim period)

IN WITNESS WHEREOF the Guarantor has caused these presents to be executed on the day, month and

year first herein above written as hereinafter appearing.

SIGNED AND DELIVERED BY the within named Guarantor, ______________________,

by the hand of Shri.__________, its authorised official.

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Annexure 13: Integrity Pact

(On Rs.100 Non-Judicial stamp paper)

PRE-CONTRACT INTEGRITY PACT

Between

Punjab & Sind Bank (PSB) hereinafter referred to as "The Principal",

And

________________________________ hereinafter referred to as "The Bidder/ Contractor"

Preamble

The Principal intends to award, under laid down organizational procedures, contract/ s for ____________ ________________________. The Principal values full compliance with all relevant laws of the land, rules,

regulations, economic use of resources and of fairness I transparency in its relations with its Bidder(s) and I or

Contractor(s).

In order to achieve these goals, the Principal has appointed Sh. Rattan Kishore Bajaj as Independent External Monitors (IEMs) who will monitor the tender process and the execution of the contract for compliance with the principles mentioned above.

Section 1 - Commitmentsof the Principal

(1) The Principal commits itself to take all measures necessary to prevent corruption and to observe the following

principles: - a. No employee of the Principal, personally or through family members, will in connection with the

tender for, or the execution of a contract, demand, take a promise for or accept, for self or third person, any material or immaterial benefit which the person is not legally entitled to.

b. The Principal will, during the tender process treat all Bidder(s) with equity and reason. The Principal will in particular, before and during the tender process, provide to all Bidder(s) the same information

and will not provide to any Bidder(s) confidential I additional information through which the

Bidder(s) could obtain an advantage in relation to the tender process or the contract execution.

c. The Principal will exclude from the process all known prejudiced persons.

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(2) If the Principal obtains information on the conduct of any of its employees which is a criminal offence under the IPC/PCAct, or if there be a substantive suspicion in this regard, the Principal will inform the Chief Vigilance Officer and in addition can initiate disciplinary actions

Section 2 - Commitments of the Bidder(s)/ Contractor(s)

(1) The Bidder(s)/ Contractor(s) commit themselves to take all measures necessary to prevent corruption. The Bidder(s)/ Contractor(s) commit themselves to observe the following principles during participation in the tender process and during the contract execution.

a. The Bidder(s)/Contractor(s) 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 advantage of an kind whatsoever during the tender process or during the execution of the contract.

b. The Bidder(s)/ Contractor(s) will not enter with other Bidders into any undisclosed agreement or understanding, whether formal or informal. This applies in particular to prices, specifications, certifications, subsidiary contract submission or non-submission of bids or any other actions to restrict competitiveness or to introduce cartelisation in the bidding process.

c. The Bidder(s)/ Contractor(s) will not commit any offence under the relevant IPC/PC Act; further

the Bidder(s)/ Contractor(s) will not use improperly, for purposes of competition or personal gain, or pass on to others, any information or document provided by the Principal as part of the business relationship, regarding plans, technical proposals and business details, including information contained or transmitted electronically.

d. The Bidder(s)/Contractors(s) of foreign origin shall disclose the name and address of the Agents/representatives in India, if any, Similarly the Bidder(s)/Contractors(s) of Indian Nationality shall furnish the name and address of the foreign principals, if any. Further details as mentioned in the "Guidelines on Indian Agents of Foreign Suppliers" shall be disclosed by the Bidder(s)/Contractor(s). Further, as mentioned in the Guidelines all the payments made to the Indian agent/representative have to be in Indian Rupees only.

e. The Bidder(s)/ Contractor(s) will, when presenting their bid, disclose any and all payments made, is committed to or intends to make to agents, brokers or any other intermediaries in connection with the award of the contract.

f. Bidder(s) /Contractor(s) who have signed the Integrity Pact shall not approach the Courts while representing the matter to IEMs and shall wait for their decision in the matter.

(2) The Bidder(s)/ Contractor(s) will not instigate third persons to commit offences outlined above or be an

accessory to such offences.

Section 3 - Disqualification from tender process and exclusion from future contracts

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If the Bidder(s)/Contractor(s), before award or during execution has committed a transgression through a violation of Section 2, above or in any other form such as to put their reliability or credibility in question, the Principal is entitled to disqualify the Bidder(s)/Contractor(s) from the tender process or take action as per the procedure mentioned in the "Guidelines on Banning of business dealings".

Section 4 - Compensation for Damages

(1) If the Principal has disqualified the Bidder(s) from the tender process prior to the award according to

Section 3, the Principal is entitled to demand and recover the damages equivalent to Earnest Money Deposit/ Bid Security.

(2) If the Principal has terminated the contract according to Section 3, or if the Principal is entitled to terminate the contract according to Section 3, the Principal shall be entitled to demand and recover from the Contractor liquidated damages of the Contract value or the amount equivalent to Performance Bank Guarantee.

Section 5 - Previous transgression

(1) The Bidder declares that no previous transgressions occurred in the last three years with any other

Company in any country conforming to the anti-corruption approach or with any Public Sector Enterprise in India that could justify his exclusion from the tender process.

(2) If the Bidder makes incorrect statement on this subject, he can be disqualified from the tender process or action can be taken as per the procedure mentioned in "Guidelines on Banning of business dealings".

Section 6 - Equal treatment of all Bidders I Contractors I Subcontractors

(1) In case of Sub-contracting, the Principal Contractor shall take the responsibility of the adoption of

Integrity Pact by the Sub-contractor.

(2) The Principal will enter into agreements with identical conditions as this one with all Bidders and Contractors.

(3) The Principal will disqualify from the tender process all bidders who do not sign this Pact or violate its provisions.

Section 7 - Criminal charges against violating Bidder(s) I Contractor(s) I Subcontractor(s)

If the Principal obtains knowledge of conduct of a Bidder, Contractor or Subcontractor, or of an employee or a representative or an associate of a Bidder, Contractor or Subcontractor which constitutes corruption, or if the Principal has substantive suspicion in this regard, the Principal will inform the same to the Chief Vigilance Officer.

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Section 8 - Independent External Monitor

(1) The Principal appoints competent and credible Independent External Monitor for this Pact after approval

by Central Vigilance Commission. The task of the Monitor is to review independently and objectively, whether and to what extent the parties comply with the obligations under this agreement.

(2) The Monitor is not subject to instructions by the representatives of the parties and performs his/her functions neutrally and independently. The Monitor would have access to all Contract documents, whenever required. It will be obligatory for him / her to treat the information and documents of the Bidders/Contractors as confidential. He/ she reports to the MD & CEO of Punjab & Sind Bank.

(3) The Bidder(s)/Contractor(s) accepts that the Monitor has the right to access without restriction to all Project documentation of the Principal including that provided by the Contractor. The Contractor will also grant the Monitor, upon his/her request and demonstration of a valid interest, unrestricted and unconditional access to their project documentation. The same is applicable to Sub-contractors.

(4) The Monitor is under contractual obligation to treat the information and documents of the Bidder(s)/ Contractor(s)/ Sub-contractor(s) with confidentiality. The Monitor has also sighed declarations on 'Non-Disclosure of Confidential Information' and of 'Absence of Conflict of Interest'. Incase of any conflict of interest arising at a later date, the IEM shall inform MD & CEO of Punjab & Sind Bank and recuse himself / herself from that case.

(5) The Principal 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 Principal and the Contractor. The parties offer to the Monitor the option to participate in such meetings.

(6) As soon as the Monitor notices, or believes to notice, a violation of this agreement, he/she will so inform the Management of the Principal and request the Management to discontinue or take corrective action, or to take other relevant action. The monitor can in this regard submit non-binding recommendations. Beyond this, the Monitor has no right to demand from the parties that they act in a specific manner, refrain from action or tolerate action.

(7) The Monitor will submit a written report to the MD & CEO of Punjab & Sind Bank , within 8 to 10 weeks from the date of reference or intimation to him by the Principal and, should the occasion arise, submit proposals for correcting problematic situations.

(8) If the Monitor has reported to the MD & CEO of Punjab & Sind Bank, a substantiated suspicion of an offence under relevant IPC/ PC Act, and the MD & CEO of Punjab & Sind Bank has not, within the reasonable time taken visible action to proceed against such offence or reported it to the Chief Vigilance Officer, the Monitor may also transmit this information directly to the Central Vigilance Commissioner.

(9) The word 'Monitor' would include both singular and plural

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Section 9 - Pact Duration

This Pact begins when both parties have legally signed it. It expires for the Contractor 12 months after the last payment under the contract, and for all other Bidders 6 months after the contract has been awarded. Any violation of the same would entail disqualification of the bidders and exclusion from future business dealings.

If any claim is made / lodged during this time, the same shall be binding and continue to be valid despite the lapse of this pact as specified above, unless it is discharged / determined by MD & CEO of Punjab & Sind Bank.

Section 10 - Other provisions

(1) This agreement is subject to Indian Law. Place of performance and jurisdiction is the Registered Office of

the Principal, i.e. New Delhi.

(2) Changes and supplements as well as termination notices need to be made in writing. Side agreements have not been made.

(3) If the Contractor is a partnership or a consortium, this agreement must be signed by all partners or consortium members.

(4) Should one or several provisions of this agreement turn out to be invalid, the remainder of this agreement remains valid. In this case, the parties will strive to come to an agreement to their original intentions.

(5) Issues like Warranty / Guarantee etc. shall be outside the purview of IEMs.

(6) In the event of any contradiction between the Integrity Pact and its Annexure, the Clause in the Integrity Pact will prevail.

__________________________ _______________________________

(For & On behalf of the Principal) (For & On behalf of Bidder / Contractor)

(Office Seal) (Office Seal)

Place --------------

Date --------------

Witness 1:

(Name & Address)

Witness 2:

(Name & Address)

Annexure 14: Call Quality Score

Indicative template for call quality score is as follows, however bank jointly with the successful bidder

would define the final agreed call quality score card that is required to be used for call/ agent

evaluation:

Call Observation Form

Call category

Call sub-type

Date

Talk-time

Agent ID Number

Agent time

Employee (Reviewer) ID

Employee (Reviewer) Name

Call Quality Parameters

Parameter Rating (1/0) Weight

Call Opening

Call answered within Threshold (5 sec) 5

Greeted customer, stated Punjab & Sind Bank, started call in a pleasant manner

6

Introduce self (First Name) 4

Asked caller’s name 4

Asked caller the required verification questions (if any) 4

Call type identification

Asked caller purpose of the call 4

Verified the purpose with the caller (paraphrase) 4

Identified the call type and identified the process to be followed 2

Process adherence

Followed all process steps/ activities in sequence 2

Navigated the system without any errors 2

Procured the required information from customer 4

Provided complete and accurate information to the customer 6

Utilized all information and system access before escalation 4

Verbal contact

Used approved questions/ language 4

Demonstrated active listening skills 2

Used confidence and empathy wordings 2

Gave apology/ reassurance/ appropriate response 2

Explained hold time/ dead air 2

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Annexure 15: Compliance for Reverse Auction



Dear Sir,

We ______________________ (name of the company) hereby confirm having submitted our bid for

participating in Bank’s RFP dated _________ for procurement of ____________.

1 We also confirm having read the terms of RFP as well as the Business Rules relating to the Reverse

Auction for this RFP process.

2 We hereby undertake and agree to abide by all the terms and conditions stipulated by Punjab & Sind

Bank in the RFP document including all annexures and the Business Rules for Reverse Auction.

3 We shall participate in the on-line auction conducted by ……………….. (Auctioneer Company) and

submit our commercial bid. We shall also abide by the procedures prescribed for online auction by

the auctioneer company.

4 We, hereby confirm that we will honour 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.

5 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.

6 We accordingly authorize Bank and/ or the reverse auction company to issue user ID and password

to the above named official of the company.

7 Both Bank and the auction company shall contact the above named official for any and all matters

relating to the Reverse Auction.

8 We hereby confirm that we will honour the Bids placed by Mr. __________ on behalf of the

company in the auction process, failing which we will forfeit the EMD. We agree and understand

that the bank may debar us from participating in future tenders for any such failure on our part.

9 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.

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Name of Authorized Representative: _______________________

Signature of Authorized Representative: ____________________

Verified above signature

Date: Seal and signature of the bidder