REQUEST FOR PROPOSAL (RFP) FOR SELECTION OF VENDOR …€¦ · INFORMATION TECHNOLOGY DEPARTMENT, HO, MUMBAI. RFP HO/ITD/201/2016 dated 04/04/2016 Page 5 of 122 TL Team Leader TPIN

RFP: HO/ITD/201/2016 date: 04/04/2016 Page 1 of 122

REQUEST FOR PROPOSAL (RFP)

FOR

“SELECTION OF VENDOR FOR SETTING UP &

MANAGEMENT OF CALL CENTER OPERATIONS

ON FULLY OUTSOURCED MODEL”

TENDER REF: HO/ITD/201/2016

DATE: 04/04/2016

Issued by: Dena BANK IT DEPARTMENT Dena BHAWAN-B, PATEL ESTATE

BEHIND MTNL EXCHANGE JOGESHWARI WEST MUMBAI - 400102 EMAIL: [email protected]

DENA BANK INFORMATION TECHNOLOGY DEPARTMENT, HO, MUMBAI.

RFP HO/ITD/201/2016 dated 04/04/2016 Page 2 of 122

Bid Details in Brief

Sl. No. General Details Details

1. RFP No. and Date HO/ITD/201/2016 dated 04/04/2016

2. Brief Description of the RFP Selection of Vendor for Outsourcing, Management & Operations of Call Center Services

3. Bank’s Address for Communication

and Submission of Tender

Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102 Tel - 022-26767080/7085/7161 Fax – 022-26767051 Email: [email protected]

4. Mode of Tender Offline

5. Tender Type Open

6. Type of Tender Supply & Service

7. Bidding Type Indigenous

8. Consortium Not Allowed

9. Download Tender Document Allowed Online

10. Purchaser Location Pan India

KEY DATES

11. Date of Issue of RFP 04/04/2016

12. Last Date and time for Submission of Pre Bid Queries (Via E-Mail)

12/04/2016 12.00 hrs

13. Date of Pre Bid Meeting and Time 12/04/2016 15.00 hrs

14. Pre Bid Meeting (Location) As mentioned in Sr. No.-3.

15. Last Date and Time of Submission of Physical Bids

03/05/2016 15.00 hrs

16. Date and time of Opening of Part A- Conformity to Eligibility Criteria.

03/05/2016 15.30 hrs

17. Date and time of Opening of Part-B- Technical Proposal.

Will be intimated at a later date

18. Date and time opening of Indicative Commercial bid

Will be intimated at a later date

19. Date and time of Reverse Auction Will be intimated at a later date

20. No. of Envelopes to be submitted Three Envelops: 1. Eligibility Conformity, Integrity

mailto:[email protected]



Pact, EMD & Application Fee. 2. Technical Proposal. 3. Price Bid. All the above three envelops should be enclosed in a Master Envelop.

21. Application Fees (Non-Refundable) Rs. 10,000/- in the form of Demand Draft in favour of Dena Bank, payable at Mumbai (Non-refundable).

22. Earnest Money Deposit(Refundable) Rs.20,00,000/- (Twenty Lacs only)

This document can be downloaded from Bank’s website

DISCLAIMER The information contained in this Request for Proposal (“RFP”) document or

information provided subsequently to bidders or applicants whether verbally or in documentary form by or on behalf of Dena Bank (or 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 document is not an agreement and is not an offer or invitation by Dena Bank to any parties other than the applicants who are qualified to submit the bids (hereinafter individually and collectively referred to as “Bidder” or “Bidders” respectively). The

purpose of this RFP is to provide the Bidders with information to assist the formulation of their proposals. This RFP does not claim to contain all the information each Bidder requires. Each Bidder may conduct its own independent investigations and analysis and is free to check the accuracy, reliability and completeness of the information in this RFP. Dena 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. The information contained in the RFP document is selective and is subject to updating, expansion, revision and amendment. It does not purport to contain all the information that a Bidder requires. Dena Bank does not undertake to provide any Bidder with access to any additional information or to update the information in the RFP document or to correct any inaccuracies therein, which may become apparent. Dena Bank reserves the right of discretion to change, modify, add to or alter any or all of the provisions of this RFP and/or the bidding process, without assigning any reasons whatsoever. Such change will be published on the Bank's Website (www.denabank.com) and it will become part and parcel of RFP. Dena Bank in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP. Dena Bank reserves the right to reject any or all the request for proposals received in response to this RFP document at any stage without assigning any reason whatsoever. The decision of Dena Bank shall be final, conclusive and binding on all the parties.

http://www.denabank.com/



Abbreviations used in this Document:

Abbreviation Expansion

ACD Automatic Call Distributor

AHT Average Handling Time or Average Call Resolution

ALPS Application for Loan Processing System

AM Assistant Manager

AMC Annual Maintenance Contract

ATM Automated Teller Machine

ATS Aggregate Technical Score

BPO Business Process Outsourcing

CBS Core Banking Solution/Centralized Banking Solution

CCTV Closed Circuit Television

COPC (HPMT) COPC®High Performance Management Techniques Training Client Matrix Dena Public Grievance Redressal System

CRM Customer Relationship Management

CSA Customer Service Associate

CTI Computer Telephony Interface

DND Do Not Disturb

DNIS Dialed Number Identification Sequence

DR Disaster Recovery

EMI Equated Monthly Installment

FCR First Call Resolution

FDs Fixed Deposits

FTE Full Time Equivalent

FTR First Time Resolution

HNI High Networth Individual

HR Human Resources

IBA Indian Banks Association

INR Indian Rupee

IVR Interactive Voice Response

KPI Key Performance Indicator

KYC Know Your Customer

MIS Management Information System

NAV Net Asset Value

NEFT National Electronic Funds Transfer

NRI Non Resident Indian

PBG Performance Bank Guarantee

PPF Public Provident Fund

PRI Primary Rate Interface

Q & A Questions and Answers

RBI Reserve Bank of India

RDs Recurring Deposits

RFP Request for Proposal

RTGS Real Time Gross Settlement

SLA Service Level Agreement

SME Small & Medium Enterprise

SMS Short Message Service

Sr. CSA Senior Customer Service Associate



TL Team Leader

TPIN Telephone Personal Identification Number

TRAI Telecom Regulatory Authority of India

UPS Uninterrupted Power Supply

USB Universal Serial Bus

Vendor Vendor is one who responds to this RFP document

WAN Wide Area Network



Table of Contents

1. INTRODUCTION ............................................................................................................ 9 1.1. About Dena Bank .................................................................................................. 9 1.2. Definitions ............................................................................................................ 10 1.3. Details about Existing Call Center ...................................................................... 10 1.4. Objective of Present RFP.................................................................................... 11 1.5. Eligibility Criteria .................................................................................................. 12

2. PROJECT SCOPE ....................................................................................................... 14 2.1. Proposed Model of the new Call Center to be implemented and maintained. ... 14 2.2. Scope of Work ..................................................................................................... 15

2.2.1. Inbound Calls ......................................................................................... 16 2.2.2. Outbound Calls ...................................................................................... 18 2.2.3. IVR – Integrated Voice Response ......................................................... 20 2.2.4. Email and Chat based services ............................................................. 21 2.2.5. Segmentation ......................................................................................... 22 2.2.6. New initiatives at Call Centre ................................................................. 22 2.2.7. IVR Structure and Call flow .................................................................... 22 2.2.8. Customer Relationship Management (CRM) ........................................ 23 2.2.9. Integration with Bank‟s back-end applications ...................................... 24 2.2.10. Infrastructure for the existing call centre ............................................... 25

2.3. Setting up the operations of the New Center ...................................................... 25 2.3.1. Plan for Locations .................................................................................. 25 2.3.2. Plan for Multiple Vendors ....................................................................... 26 2.3.3. Capacity ................................................................................................. 26 2.3.4. Business Continuity and Disaster Recovery Plan ................................. 26 2.3.5. Transition plan ........................................................................................ 26 2.3.6. Data Integration ...................................................................................... 27 2.3.7. Period of Contract .................................................................................. 27 2.3.8. Penalty for delayed implementation ...................................................... 28 2.3.9. Call Centre Infrastructure to be provided by the vendor ....................... 28 2.3.10. Vendor will provide: ................................................................................ 29 2.3.11. Bank will provide: ................................................................................... 31 2.3.12. Role of Bank‟s Staff Members in Managerial Positions ........................ 31 2.3.13. Call Centre Timings ............................................................................... 32 2.3.14. Languages.............................................................................................. 32

2.4. Service Requirements ......................................................................................... 32 2.4.1. Manpower Profile ................................................................................... 32 2.4.2. Training .................................................................................................. 34 2.4.3. Due diligence on employees before appointment & Staff Retention

Program .................................................................................................. 35 2.4.4. Assessment & Remedial Action............................................................. 35 2.4.5. Quality Management .............................................................................. 36 2.4.6. Industrial relations and discipline ........................................................... 36 2.4.7. Remuneration/Facilities to employees of Vendor .................................. 36 2.4.8. Insurance Coverage ............................................................................... 36 2.4.9. Compliance to labour laws ..................................................................... 36 2.4.10. Prevention of Harassment to Women Employees ................................ 37

2.5. Governance and Management ........................................................................... 37 2.6. Reports 37

3. BID PROCESS ............................................................................................................. 38 3.1. Bid Document ...................................................................................................... 38 3.2. Application Money ............................................................................................... 38 3.3. Cost 38 3.4. Earnest Money Deposit (EMD)/Bank Guarantee In Lieu Of EMD: .................... 38



3.5. Clarification to RFP and Pre-Bid Queries: .......................................................... 39 3.6. Pre-Bid meeting: .................................................................................................. 39 3.7. Amendment to the Bidding Document: ............................................................... 39 3.8. Bid System Offer ................................................................................................. 40

3.8.1. Part A-Eligibility Conformity: .................................................................. 40 3.8.2. Part B-Technical Proposal ..................................................................... 40 3.8.3. Part C-Price Bid ..................................................................................... 40

3.9. Preparation of Bids: ............................................................................................. 40 3.9.1. Part A-Eligibility Conformity ................................................................... 40 3.9.2. Part B-Technical Proposal ..................................................................... 41 3.9.3. Part C-Price Bid ..................................................................................... 41

3.10. Cost & Currency: ................................................................................................. 42 3.11. Erasures or Alterations: ....................................................................................... 42 3.12. Assumptions/Presumptions/Modifications: ......................................................... 43 3.13. Submission of Bids: ............................................................................................. 43 3.14. Late Response to RFP ........................................................................................ 43 3.15. Bid Opening: ........................................................................................................ 44

4. SELECTION OF BIDDER ............................................................................................ 46 4.1. Preliminary Scrutiny: ........................................................................................... 46 4.2. Clarification of Offers: .......................................................................................... 46 4.3. Evaluation of Bids:............................................................................................... 46 4.4. Normalization of Bids .......................................................................................... 46 4.5. Intimation to Qualified/Successful Bidders: ........................................................ 47 4.6. Correction of Error in Commercial Bid: ............................................................... 47 4.7. Determination of L1 Price:................................................................................... 47 4.8. Proposal Ownership: ........................................................................................... 48 4.9. Acceptance of Offer:............................................................................................ 48

5. TERMS & STIPULATIONS .......................................................................................... 50 5.1. Pricing Terms ...................................................................................................... 50

5.1.1. For Inbound Calls ................................................................................... 50 5.1.2. Price per FTE per month (for Inbound/ outbound calls) ........................ 50 5.1.3. Invoicing and payment terms ................................................................. 51

5.2. Service Level Agreement Compliance and Penalties ........................................ 51 5.3. Key Performance Indicator (KPI) Parameters .................................................... 57 5.4. Performance Guarantee and Security Deposit ................................................... 58 5.5. Indemnity ............................................................................................................. 59 5.6. Effective Date: ..................................................................................................... 59 5.7. Project Execution: ............................................................................................... 59 5.8. Contract Start Date:............................................................................................. 60 5.9. Information Provided ........................................................................................... 60 5.10. Confidentiality ...................................................................................................... 60 5.11. Vendor 60 5.12. Questions & Clarifications ................................................................................... 60 5.13. Disclaimer ............................................................................................................ 61 5.14. Cost Borne by Bidders ........................................................................................ 61 5.15. No Legal Relationship ......................................................................................... 61 5.16. No Bidder's obligation to information .................................................................. 61 5.17. Errors & Omissions ............................................................................................. 61 5.18. Acceptance of Terms .......................................................................................... 61 5.19. Code of conduct .................................................................................................. 62 5.20. Notification ........................................................................................................... 62 5.21. Disqualification .................................................................................................... 62 5.22. Responsibility of Vendor for Bank‟s Property ..................................................... 62 5.23. No outsourcing by Vendor................................................................................... 62 5.24. Acts of CSAs / Sr. CSAs ..................................................................................... 62



5.25. Access to Outsiders ............................................................................................ 62 5.26. Evaluation of Offers ............................................................................................. 62 5.27. Non-disclosure .................................................................................................... 63 5.28. Inspection & Audit ............................................................................................... 64 5.29. Force Majeure ..................................................................................................... 65 5.30. Intellectual Property Rights: ................................................................................ 65 5.31. Publicity ............................................................................................................... 66 5.32. Amendments ....................................................................................................... 66 5.33. Assignment .......................................................................................................... 66 5.34. Captions and headings ....................................................................................... 67 5.35. Contractual Commitment .................................................................................... 67 5.36. Execution of Agreement: ..................................................................................... 67 5.37. General Contract Agreement Conditions: ........................................................... 67 5.38. General Order Terms: ......................................................................................... 68 5.39. Cancellation of contract and compensation ........................................................ 68 5.40. Applicable law and jurisdictions of court ............................................................. 69 5.41. Resolution of Disputes and Arbitration clause .................................................... 69 5.42. Negligence: .......................................................................................................... 69 5.43. Responsibility for Completeness......................................................................... 69 5.44. Responsibilities of the Bidder. ............................................................................. 70 5.45. Corrupt and Fraudulent Practices ....................................................................... 70 5.46. Integrity Pact........................................................................................................ 71 5.47. Modification/Cancellation of RFP: ....................................................................... 71 ANNEXURE-1 ............................................................................................................... 72 ANNEXURE-2 ............................................................................................................... 74 ANNEXURE-3 ............................................................................................................... 76 ANNEXURE-4 ............................................................................................................... 79 ANNEXURE-5 ............................................................................................................... 80 ANNEXURE-6 ............................................................................................................... 81 ANNEXURE-7 ............................................................................................................... 82 ANNEXURE-8 ............................................................................................................... 83 ANNEXURE – 8A ......................................................................................................... 84 ANNEXURE – 8B ......................................................................................................... 86 ANNEXURE – 8C ......................................................................................................... 88 ANNEXURE – 8D ......................................................................................................... 94 ANNEXURE – 8E ......................................................................................................... 96 ANNEXURE-9 ............................................................................................................... 97 ANNEXURE–10 ............................................................................................................ 98 ANNEXURE-11 ............................................................................................................. 99 ANNEXURE-12 ........................................................................................................... 100 ANNEXURE-13 ........................................................................................................... 101 ANNEXURE 14 ........................................................................................................... 104 APPENDIX –A ............................................................................................................ 105 APPENDIX-B .............................................................................................................. 106 APPENDIX-C .............................................................................................................. 107 APPENDIX-D .............................................................................................................. 108 APPENDIX-E .............................................................................................................. 111 APPENDIX-G .............................................................................................................. 113 APPENDIX - H ............................................................................................................ 117



1. INTRODUCTION 1.1. About Dena Bank

Dena Bank was founded on 26th May, 1938 by the family of Shri. Devkaran Nanjee under the name Devkaran Nanjee Banking Company Ltd. It became a Public Ltd. Company in December 1939 and later the name was changed to Dena Bank Ltd. In July 1969 Dena Bank Ltd. along with 13 other major banks was nationalized and is now a Public Sector Bank, known as “Dena Bank” constituted under the Banking Companies (Acquisition & Transfer of Undertakings) Act, 1970. Under the provisions of the Banking Regulations Act 1949, in addition to the business of banking, the Bank can undertake other business as specified in Section 6 of the Banking Regulations Act, 1949. The present organizational structure of the Bank consists of four tiers viz., Corporate Office-Head Office (HO), Field General Manager Offices (FGMO), Zonal Offices (ZO) and Branches. HO, consisting of various functional departments‟ deals with mainly policy formulation, setting of targets and monitoring of performance. The Bank has set up 4 GMOs and 29 Zonal Offices to exercise immediate supervision and control over the branches under their jurisdiction. The Bank has a network of 1700+ Branches spread across the length and breadth of the country. The Bank also has specialized branches catering to the specific needs of Retail customers, Industrial units, corporate clients, Forex dealers, Exporters and Importers, Small Scale Industries and Agricultural sector. The Bank has sponsorship in 1 Regional Rural Banks (RRB). Bank has implemented Core Banking Solution - Finacle from Infosys. Presently all the 1686 Branches and ZOs are connected to the CBS. Presently Bank is having network of 1450+ ATMs & 100 BNAs across the country. The Data Center of the Bank and the CBS Project Office of the Bank are located at Jogeshwari-West, Mumbai and DR Site is located at Electronic City, Bangalore.

Dena Bank has its Head Office at Dena Corporate Centre, C-10, G-Block, Bandra Kurla Complex, Bandra East, Mumbai 400051. Information Technology Department is located at Dena Bank, Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange, Jogeshwari (w), Mumbai 400102. A strong advocator of technology adoption, Bank intends to provide excellent Banking services of global standards to all its customers through its various customer touch points – i.e., Branches and various Alternative Delivery Channels like ATMs, Internet Banking, Mobile Banking, Tele-Banking (IVR), Call Centre, Kiosks etc. In addition to the regular Banking facilities, Bank also extends a variety of other services like Cash Management Service, Insurance, Mutual Funds, and Demat services to its customers. Along with Branches functioning on Core Banking System, Bank has set up alternate delivery channels like ATMs, Internet Banking facility, Tele Banking facility, Mobile Banking facility, Mobile Wallets, SMS alerts, etc. for providing technology



based advanced customer service with access to Banking facility without time barriers and physical visit to Branches. All the types of alternate delivery channel Systems are seamlessly integrated with the Core Banking systems, confirming to applicable IT Security norms. Bank has 1450+ ATMs across the country – all the ATMs are connected to the Bank‟s Switch, which in turn, is integrated with Core Banking Systems. All the ATMs of the Bank accept VISA, Master and RuPay cards. 1.2. Definitions

1.2.1 „Bank‟ means unless excluded by and repugnant context or the meaning thereof, shall mean „Dena Bank‟, described in more detail in paragraph 1

above and which has invited bids under this Request for Proposal and shall be deemed to include it successors and permitted assigns.

1.2.2 „RFP‟ means this Request for Proposal prepared by Dena Bank for Selection

of service provider for delivery of Call Centre Solution.

1.2.3 „Bidder‟ means a vendor submitting the proposal in response to this RFP.

1.2.4 „Contract‟ means the agreement signed by successful bidder and the Bank

at the conclusion of bidding process, wherever required.

1.2.5 „Proposal‟ means that Technical proposal and Financial proposal as per the

formats prescribed in the RFP.

1.2.6 „Successful Bidder‟/‟L1 Bidder‟ means the Bidder who is found to be the

lowest bidder after conclusion of the bidding process including the reverse auction, if any, subject to compliance to all the Terms and Conditions of the RFP, etc.

1.2.8 „Agent‟ means Customer Service Associate (CSA) or Sr. Customer Service Associate (Sr. CSA) used interchangeably in this document. For the purpose of this RFP, agent also means Full Time Equivalent (FTE) logging for an aggregate 182 hours in a month and the payment terms will be based on such number of FTEs employed and service rendered.

1.3. Details about Existing Call Center

Bank established its own Call Centre during March 2014 at Mumbai to provide customer service through Inter-active Voice Response System (IVRS) as well as Customer Service Agents ("CSA"). The software / hardware and other required infrastructure is provided by the Bank. The management of Call Centre activities is presently on outsourced model from a vendor, which provides manpower resources to Bank‟s Call Centre. Currently, the Bank's Call Centre is operating with a capacity of 10 work stations and is connected by three Toll Free Numbers.



Both the IVR system and the agents are capable of providing response in multiple languages (English, Hindi and other Indian regional languages including Gujarati & Marathi) as per choice of the customer. Current Scope of services of Existing Call Centre The call center at Mumbai is operating with a capacity of 10 seats. The current scope of services of the Bank's Existing Call Centre include Inbound calls. a. Inbound calls are received for:

Product information to customers / General public: Deposit products, Loan products, Credit Cards, Depository services, rates of interest, service charges etc.

Account related information to customers: Balance enquiry, Transaction details, Interest earned/ paid, TDS, Standing instruction etc.

Service request: Statement of accounts, TDS certificate, Interest certificate, Internet & Mobile Banking related request (User id, Password not received), Debit card not received etc. Such requests are sent to Branches/Sections for resolution.

Facility of balance enquiry and mini statement over missed call is also available. 1.4. Objective of Present RFP

The Bank intends to setup new Call Centre with 35 agents initially with a provision to extend the same to 150 agents in a phased manner, so as to enhance its capability to handle more calls and provide more services through this channel. The Bank aims at expanding the scope of services through inbound/outbound calls to our existing and prospective customers. The plans include establishment of Call Centre and also expand outbound call facility for marketing its products and other purposes. Such new call center set up would be on a fully outsourced model, wherein the entire infrastructure required for setting up, implementing and maintaining the new call centre (like hardware, software, premises, various equipments, power requirement, furniture, security, insurance and all other infrastructural needs), and complete manpower requirement would be provided by the Selected Vendor to deliver the specific scope outlined in this document. This center would expand the scope of our inbound/outbound services to perform several new activities such as handling service requests, specialized services for different group of customers such as HNI, NRI, etc. and handle Tele-marketing of our products to existing as well as new customers. In this context, the Bank invites bids from prospective vendors for running the Call Centre for handling part of inbound calls that land at the Call Center, outbound activities with state-of-art facilities. This Call Centre shall be purely on outsourced model to be setup at vendor premises with all required infrastructure (hardware, software, premises, various equipments, power requirement, furniture, security,



insurance and other needs) to be supplied, implemented and maintained by selected vendor only. This Request for Proposal document (“RFP”) has been prepared solely to enable Dena Bank (“Bank”) in the selection of a suitable organisation for setting up & management of Call Centre operations on fully outsourced model. The selected “Vendor” must be able to commit the resources necessary and as required by the Bank. This RFP document is not a recommendation, offer or invitation to enter into a contract, agreement or other arrangement in respect of the Call Centre services. The provisions of the Call Centre services are subject to appropriate documentation (signing of Contract) being agreed between “Dena Bank” and the selected Vendor for the purpose.

1.5. Eligibility Criteria

Only those Vendors who qualify the Eligibility Criteria mentioned below may respond. Sl. No.

Criteria Documents to be submitted

1. The bidder must be a Public/Private Limited Company registered in India under the Companies Act, 1956 and should have been in operation for at least 5 years as on 31.03.2015. In case the current vendor 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 31.03.2015.

Copy of Certificate of Incorporation and Certificate of Commencement of business in case of Public Limited Company or Certificate of incorporation in case Private Limited Company, issued by the Registrar of Companies.

2. The bidder or its wholly owned subsidiary which is providing BPO/Call Centre services must be profitable and have operating profit from its Call Centre Operations based in India during any two of the last three financial years, i.e., 2012-13, 2013-14 and 2014-15 audited figures

Copies of audited balance sheets and Profit & Loss statements for the last three financial years (i.e. audited statements for 2012-13, 2013-14 and 2014-15) should be submitted along with the offer. In the event that profit is not publically reported for the Indian call centre operations of the vendor / its subsidiary, a certificate to this effect from a Chartered Accountant should be provided.

3. The bidder or its wholly owned subsidiary providing BPO/Call Centre services must have registered itself with Department of Telecommunication (DoT) / TRAI. All required permission to run Call Centre / business operations shall be available from state, central, regulatory, tax authorities and all other concerned authorities.

Bidder to submit DOT/TRAI certificate for locations/ centres.



Sl. No.


4. 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. If a bidder chooses not to disclose any such issue, and the same comes to Bank‟s notice at a later date, the Bank will be free to revoke any contract entered with the vendor at its discretion.

Self-Declaration from the bidder to be submitted.

5. The bidder or its wholly owned subsidiary providing BPO/Call Centre services should be operating with an aggregate of at least 1,000 Full Time Equivalents (FTEs) for its Call Centre Voice Operations based in India catering to domestic clients during last financial year, i.e. 2014-15.

Please provide letter from client/ LOI/ Agreement with the client to this effect.

6. The Clientele of the bidder or its wholly owned subsidiary must include at least one reputed Scheduled Commercial Bank (Indian / Foreign Bank, operating in India) with total annual business (Deposits + Advances) exceeding Rs.1.5 lakh crore during the last financial year, i.e. 2014-15 for whom the vendor has set up a Call Centre of at least 50 FTEs. Alternatively, the bidder should have a Call Centre of at least 200 FTEs for Indian PSU/Government Organization or 500 FTEs from a single client.

Please provide letter from client/ Agreement

7. The bidder should have obtained ISO/IEC 27001:2013 certification.

Bidder to submit Certificate

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

Bidder to submit Self certification

9. Bidder‟s yearly gross revenue from India domestic call centre voice operations should be minimum of Rs. 50.00 Crores during last three financial years, i.e. FY 2014-15, 2013-14 and 2012-13.

Copies of audited balance sheets and Profit & Loss statements for the last three financial years (i.e. for 2012-13, 2013-14and 2014-15) or letter from Chartered Accountant should be submitted along with the offer.

10. As per Central Vigilance Commission (CVC) directives, it is required that Bidders /Suppliers / Contractors observe the highest standard of ethics during the procurement and execution of such contracts in pursuance of this policy. Further, all bidders to submit an “Integrity Pact” as per Appendix G on non judicial stamp paper of requisite value.

Bidder to sign & submit the “Integrity Pact” letter as per Appendix G on non judicial stamp paper of Rs. 200/-



2. PROJECT SCOPE 2.1. Proposed Model of the new Call Center to be implemented and

maintained. There are several changes in customer needs and interactions today with Bank, strongly influenced by external environment such as social media, smart phones, advertising, etc. These changes are pre-empting Companies/Banks to evaluate migrations from traditional Banking to newer digital channels to stay constantly in touch with the customer and at the same time control Banks operating costs and offer Banking facilities without any time barriers and without visiting the Branches. Given that the number of channels that the customer uses today is increasing, digital channels with new offerings and capabilities is the only way to serve changing customer needs of our Bank at affordable costs. Therefore, to remain relevant and competitive to our customers, our Bank has embarked on a journey to improve digital Banking services. As part of strengthening its digital offerings, it aims at establishing a state of art call center that provides several facilities being offered at branches, on call to its customers. The Bank intends the new call center set up, to not just perform inbound activities of current services undertaking, but also to become a key channel for marketing new products/services, launch of new services/products, sales and recovery interactions over the period of the contract. This state of the art call center shall initially include setting-up of new center that would be set up by the outsourced vendor who would be on-boarded through this RFP. The vendor on-boarded would set up the center preferably at any of the metro cities ( Mumbai, Kolkata, Chennai, New Delhi(NCR), Ahmedabad, Pune, Hyderabad & Bangalore). The Selected Vendor has to first set-up the new call centre on fully Outsourced model with all resources as per the scope of work of this RFP. Bank may open an additional third call centre on outsourced model in a suitable location to cater to the additional call volumes if required, and Bank will have the sole option either to go for the same with the selected vendor of this RFP or Bank may float a separate RFP for setting up additional third call centre in a suitable location at a later date at the sole discretion of the Bank. The center set up by the Vendor would perform both inbound and outbound functions, Self service functions through IVR, Customer Segmentation, Online Chat, Other channels and new initiatives as per the scope of work mentioned under item 2.2 of this RFP. The new call centre to be set up by the outsourced vendor would handle both inbound as well as the outbound calling for the Bank. The call center to be made operational by outsourced vendor would include advanced functionalities such as Co-browse facilities, Social Media, SMS, E-mail etc. to be implemented in a phased manner depending on customer requirements and the Bank‟s plan in the future to provide a seamless digital experience to the customer. Such advanced functionalities i.e Co-browse facility, social media, Bulk SMS and bulk email are not envisaged for the first phase of implementation. The



Bank may decide to implement the same at a future date at its discretion and the same shall be as per mutually agreed commercial terms and conditions. The call center would not only attend to customer enquiries, but would handle financial and non- financial transactions with appropriate authorization procedures. The new center that would be set up by the Vendor would be on a completely outsourced model with the Vendor bringing in all the necessary infrastructure, complete manpower, total hardware and software (CRM, IVR, Middleware etc.) that is required to run the contact center with the scope of work as mentioned in this document. The Vendor shall integrate his software with that of the Bank‟s existing software to seamlessly integrate data and provide an omni-channel experience to the customers. The Vendor shall also provide a middle ware to facilitate integration of Vendor's software to Bank's software. The Technology of the Vendor would include Customer Relationship Management software (CRM) that shall facilitate agents to answer customer queries and record service requests for further processing by the Bank. Such CRM should facilitate fulfillment of service requests placed by the customer with a customer service agent through proper workflow management i.e. through a customer request resolution module that can be used by the Branches and wings to fulfill / complete such requests. The Vendor shall also extend the software architecture designed for the proposed call center including the CRM, IVRS, Call flow etc. to the existing call centre of the Bank in Mumbai or to any specified location of Bank and ensure that common service levels are provided to the customers across all call centre locations. The Vendor shall take into consideration such additional architecture and design that may be required to extend his software to the existing center of the Bank at Mumbai without any additional cost. The Request for Proposal includes scope of work and the other requirements of the Bank to establish a new call center on outsourced model at any of the metro cities ( Mumbai, Kolkata, Chennai, New Delhi(NCR), Ahmedabad, Pune, Hyderabad & Bangalore), that would facilitate and offer a holistic experience to the customers of our Bank. 2.2. Scope of Work

The scope of functions/work/solutions to be covered by the selected vendor for the new Call Centre to be set up can be broadly classified into the following categories:

a. Inbound calls

b. Outbound calls

c. Self service functions through IVR

d. Customer Segmentation

e. Online Chat f. Other Channels & New initiatives

The subsequent sections describe currently envisaged scope of services and they are for illustration only. However, the Bank is open to suggestions / additions / modifications to this scope based on Vendor interaction at the pre-bid meeting at the sole discretion of the Bank. The scope of services will hence be finalized at the pre-bid meeting. This scope can also be revised during the tenure of the contract



based on mutual understanding at mutually agreed cost with the vendor based on additional requirements that may arise from time to time within the contract period.

2.2.1. Inbound Calls The following table indicates an illustrative (not exhaustive) list of functions to be covered under inbound calls:

S.No Category Description

a. General enquiries on Products & services of the Bank and third-party products sold & serviced by the Bank

An indicative list of products on which general or account related queries are expected to be received, is: Deposits & Advances Demat /OLT accounts Loyalty & Rewards program RTGS/NEFT Credit Cards/Debit Cards/Gift Cards Associate party products such as Insurance,

Mutual funds, Savings Bonds, PPF, Senior Citizen‟s Saving Schemes, Cash Management Services and other services available in the Bank

Any other new products launched by the Bank

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

Enquiries can also be expected on last transactions information made through any channel of the Bank such as Internet Banking, Mobile Banking, ATM, branch etc.

General product queries would need to be captured in the Centralized Lead Management System to be provided by the Vendor.

Balance enquiry and other services over missed call.

b. Account based Enquiries

Account related inquiries include providing information about account balance, details of transactions, status of account, chequebook issue, loan instalments/EMI information, maturity or overdue data relating to term deposits, etc.

c. Account based Requests

The types of service requests expected to be received include Cheque book issue, Statements/Pass books of any accounts, Demand Drafts/Remittances,

It shall include statement request for loans, Interest certificate issues, schedule of payments along with EMI and Principal, etc. for various loan related products.



Queries on earlier service requests would also need to be handled.

All service requests would have to be recorded and made seamlessly available to the respective branch / processing centers / wings for processing of such requests through a web based service request module.

All complaints / feedback / suggestions from customers and non-customers would need to be recorded in the Dena Public Grievance Redressal System (Client Matrix).

d. Complaints Complaints may be expected on any of the Bank's products.

All service requests related complaints would need to be recorded in the Client Matrix.

Queries on earlier complaints also need to be handled.

e. Support services on Internet, Mobile Banking, Digital Wallet, Micro-ATM, or any new channel launched

All queries related to alternate delivery channels including

o account opening status, o account lockout problems, o funds reversal issues, o issuance and reset of user ID and password o registration for SMS / email alerts o mobile Banking activation / registration o registration for utility bill payment facility etc.

would need to be handled

Customers might also need to be handheld and guided through the entire processes of Internet and Mobile Banking registration & usage.

f. Card related services

Call center should perform the following card related services:

o Hot-listing of Debit & Credit Cards o New card issuance requests & related

grievances o Generation / Re-generation of PIN o Statement for Credit card spend o Grievances on wrong debits to card

account / failed transactions done online through Credit Card/Debit Card etc.

g. 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 on the platform / software provided by the Bank or brought by the vendor.



Card hot-listing and complaints related to wrongful transactions.

Call logging for down ATMs with concerned vendor.

h. ATM/E-Smart/Branch Locator

The Call Centre should be able to provide the location of ATM/E-Smart/Branch from the Bank‟s data base.

i. Marketing

The call centre agents 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 Bank‟s Interest rates and corresponding ones of competitor Banks etc.

The products that would be pitched to the customers could be universal like "product of the day" which shall be designed by the Bank or customized based on predictive intelligence generated for the different customers for the Bank.

The call centre Agents should be trained to deal with queries related to new products launched by other Banks and how Bank's products stock up against them if need be. However, these calls can be handled by supervisors rather than agents at the discretion of the vendor.

j.

HNI/ NRI accounts

All above listed functions and services would also need to be provided for NRI/ HNI accounts on specialized basis if need be.

2.2.2. Outbound Calls

Bank shall initially begin its pan India outbound calling activity mainly with soft recovery for overdues from customers having retail loans with the Bank, onboard calling in respect of newly opened retail loans and calling missed call users and other leads for product information and any other service.

The scope of outbound activities will be further expanded to all the processes and services including telemarketing / telesales, depending upon the maturity of Call Centre and Bank‟s readiness.

An indicative (not exhaustive) list of the functions to be covered under outbound calls is given below:

S.No Category Description

a. Marketing functions including cross sell and

The Bank conducts several sales campaigns for promotion of new / existing products from time to time. The Bank also runs marketing campaigns for enhancing brand equity and product awareness



up-sell among target audience. The Call Centre will be required to assist the Bank in its endeavours by making outbound calls to customers and non-customers, to execute the following functions:

Cross-selling & up-selling of Bank's products to customers.

Popularizing sales promotional offers such as special interest rates, waiver of charges, freebies, etc. to customers.

Popularizing Bank's products to new customers.

During the above process, any leads arising out of dialogue with customers and non-customers would need to be recorded in the Centralized Lead Management System to be provided by the Vendor.

The CSAs are expected to be fluent with the Bank's product information like interest rates, loan Turn Around Times (TATs), collaterals etc. Also, they must be aware of salient product features as compared to other Banks‟ products so as to enable better selling.

The call center CRM should be capable of generating smart customer analytics to help the agent on the call. It should show the product list currently availed by the calling customers and product list which can be cross sold to the customers based on smart analytics generated from previous interactions of the customer with the Bank.

b. Lead Processing

The Call Centre to perform the following functions: Preliminary lead validation – verification of

number, name, purpose, etc. Fixing of appointment and assist in fulfilment of

the lead generated. Assistance in lead escalation and follow up for

different businesses of the Bank such as Retail loans and advances, SME business, Agriculture, Retail deposit customers, Other Retail products such as Insurance, Mutual funds, Credit cards etc.

The call center should also systematically capture leads through various Alternate Delivery Channels (ADCs) which would then be validated and verified and passed on to the respective wings / branches for fulfilment.

c. Onboarding The call center should also do the following functions to onboard new customers to the Dena Bank ecosystem:

Welcome calling to retail loan customers.



Welcome calling to retail deposit customers.

Activation of alternate Banking channel for retail loan and deposit customers.

Feedback calling post three months or the case may be of new customers to ensure that they are successfully on-boarded.

c. Soft Recovery The Bank may consider to use the Call Centre for

recovery of its overdue loans, in which case, the Call Centre will be required to execute the functions, given below:

Make soft reminder calls to customers on the overdue loans.

Make follow-up calls to customers and coordinate with recovery agents (if any).

d. Customer Satisfaction Survey

The Bank will use the Call center to conduct customer satisfaction survey across various services provided by the Bank including call center services. This can be conducted through calling of customers or through the IVRS or through an automated SMS at the discretion of the Bank

g. Others The Bank will also utilize the services of Call Centre for the following adhoc purposes:

Market survey on “Customer Satisfaction” on services provided by Bank.

Data verification to ensure the correctness of existing customer details.

Follow up on KYC submission for new customers.

Call back to premium customers. Make calls to customers with dormant

accounts. Make calls to customers whose calls got

disconnected due to technical / operational snag.

Call back to customers who have responded to the First Time Resolution.

Calling Bank's branches/offices to convey information about new initiatives.

Calls relating to Financial Inclusion initiatives of the Bank

2.2.3. IVR – Integrated Voice Response Apart from the Agent staffed contact centre, the Bank also has a self-service channel mainly in the form of IVR. The Vendor will be required to continue to



support all functions that the Bank currently supports on its IVR which includes the following:

1. Balance enquiry

2. Mini-statement

3. Product Information & Interest Rates

4. DEMAT Services

The IVR system deployed by the vendor should have capabilities to authenticate user based on T-PIN or Debit Card / Credit Card and PIN combination or any other parameter decided by the Bank.

Additionally, the Bank, at its discretion might include more functions on IVR. An indicative list of transactions that could be added is given below:

Request for Debit card issuance

Generation / re-generation of Debit Card PIN

Cheque book issuance

Blocking of Debit Card / Credit Card with OTP

Blocking of account with OTP

Stop cheque request

Registering of SMS facility through registered mobile

Registration for Debit Card loyalty program

Funds transfer to “Intra-Bank” accounts

Utility Bill Payments registration

Tax Payments

Donations

Credit Card Payments

Credit Card PIN generation / re-generation

Feedback request

Activation of Mobile Banking The IVR technology deployed should be compliant with all services mentioned above and any other services that may be required by the Bank. No additional cost will be borne by the Bank for development of additional services that would be required by the Bank on the IVR.

2.2.4. Email and Chat based services The Bank currently does not have active issue resolution through email / chat services. However, Bank may decide to introduce this in the future depending upon customer requirement / industry trend. In such a scenario, the vendor should be able to support these services and integrate them with other systems of the Bank for resolving queries through such channels without any additional cost. The vendor shall provide chat solution as part of this proposal and extend the same to required number of agents. To begin with, chat facility shall be extended to 20 agents, and the same may be increased as per the discretion of the bank.



Bulk email facility is not envisaged for the first phase of implementation and the vendor shall handle only emails related to the calls for which the Bank shall extend its email platform.

2.2.5. Segmentation Calls from the segments mentioned below would need to be attended by more experienced, multi- skilled and suitably trained agents:

HNI Customers

Corporate / SME customers

NRI Customers

Internet and Mobile Banking Customers

Calls received from Hotlines placed in branches – may be introduced in future.

Any other segment which the Bank decides to add in future The Bank requires Sr. CSAs i.e. more experienced and better rated Agents to be attending calls related to these specific customers. Currently the call centre has a separate line for HNI & NRI customers. The Bank also has a separate line for PMJDY. The vendor would also be expected to route calls to the respective Agents depending on caller identification through T-PIN or call from registered mobile or any other means for existing customers who call the general toll-free number. Such systems to identify callers should be developed by the Vendor to extract relevant information from the Bank's existing CBS when the customer calls the call centre.

2.2.6. New initiatives at Call Centre The Bank at its discretion might propose to implement the following new initiatives at the Call Centre in future:

Setting up of Call Centre for Regional Rural Banks (RRBs) sponsored by the Bank

Any other project undertaken by the Bank in future

2.2.7. IVR Structure and Call flow The Vendor selected to run the Call Centre on outsourced model will be required to design the IVR tree structure in consultation and with the approval of the Bank. The IVR structure shall be implemented seamlessly and will replace the existing IVR systems of the presently functioning call center of the Bank. The IVR deployed by the vendor shall be built exclusively for the Bank and hosted at Bidder‟s location. The IVR shall be enabled to receive calls directly from the telecom service provider at the respective centers without the need for outbound dialling for transfer of calls between the two locations. Necessary infrastructure such as ACD, CTI, Call Logger etc shall be made available for call logging/recording. The vendor shall make available the necessary infrastructure for routing of calls. The vendor shall be responsible for providing the connectivity with required bandwidth. The Bank may suggest changes and customization in IVR tree structure from time to time, which the Vendor will be required to execute within 7 working days free of



cost. In the event that the changes/service requests are complex in nature the execution time will be mutually agreed upon. The initial IVR flow implemented by the vendor should be capable of being scaled up to support increase in ports as well as functionalities required by the Bank and no incremental cost would be borne by the Bank for these changes. The Vendor should be able to configure important messages/advertisements free of cost on IVR / waiting period of the call. The content and time period for such messages/advertisements shall be decided by the Bank. Bank would provide the advertisement to be configured on the IVR.

2.2.8. Customer Relationship Management (CRM) The Vendor shall deploy his own Customer Relationship Management (CRM) software, which will be customized as per the Bank‟s requirement. The CRM and T-Pin applications shall be hosted at Bank‟s DC and DR locations which are at Mumbai and Bangalore respectively. Vendor to provide the necessary infrastructure i.e Servers, routers, switches, connectivity etc. The CRM should be able to support all functionalities / scope of work that are expected to be performed in the call center as discussed above. The CRM should be capable of providing all details of the customer based on the caller information from the ACD and provide contextual information during calls to provide a more effective response by the CSAs. The proposed CRM should support the CSA with the right tools and information to interact with the customers effectively and handle/wrap calls within the shortest response time. It should have a clear seamless workflow capable of making tasks more objective for the CSA. The CRM should include state of the art architecture to include futuristic initiatives such as the ability to provide customer analytics and other assistance to the Agent. It should also facilitate assignment of customer requests to respective wings / branches / central processing units /other offices of Bank. The vendor being solution provider under OPEX model, should undertake need based enhancements/upgrades to the CRM software from time to time to support the functionalities as envisaged in this RFP without any additional cost. Key functionalities expected from the CRM brought by the vendor shall include:

1. Relevant screen pop-ups to the agents along with the details of previous calls during the last 30 days, on the agent‟s desktop on the basis of previous interactions through CTI, DNIS (Dialed number identification sequence), etc.

2. SMS, Email, Fax and Web based lodging of queries, web chats & resolution

3. Announcement of call queue waiting time for all customers. Call queue waiting time is 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.

4. Premium Customers Line: Option for HNI / specific customer groups to request for a call back by agents in case the waiting time exceeds 20 seconds, such that in case such customer wishes to stop waiting and



registers for the said option, an announcement will be played to customer that an Agent will call him back shortly. Thereafter, an Agent will make an outbound call to the customer. The maximum call back time will be as defined by the Bank from time to time.

5. Option to transfer a call to relevant IVR or agent without disconnection of the call in case a call meant for one segment, lands on to the agent of another segment.

6. Ability to be integrated with other relevant systems of the Bank to facilitate authentication of customer, processing of transactions and enhance customer experience.

7. CRM brought by the vendor should facilitate fulfillment of service requests placed by the customer with a call centre Agent through proper workflow management i.e. through a customer request resolution module.

a. This module can be either a part of the CRM or a separate independent module.

b. A web based access of this module should be provided to our branches / sections to view and fulfill the service requests, complaints, queries recorded by the CSAs on behalf of customers.

c. The Bank / wing / processing center should be able to identify requests assigned to them and update status of completion of such requests.

d. The CSA in turn should be able to indicate the status of such request to the customer, if requested.

All Agents should capture/log details of each call in the CRM system, which should be stored in the server provided by the Vendor and made available to Bank Officials for verification. The integration with the Bank software will be solely with the purpose of enabling authentication and access based on customer information. When the Bank upgrades its existing version of the CBS or other applications, the CRM should be able to seamlessly integrate with the new upgraded CBS or other applications of the Bank at no additional cost to the Bank.

2.2.9. Integration with Bank‟s back-end applications

The Vendor selected to run the Call Centre will be required to carry out integration with multiple applications used by the Bank. In the first phase, the Vendor has to undertake integration/interface with the following systems/applications of the Bank without any additional cost.

Core Banking System: The Bank presently uses Finacle 7.0.25 of M/s Infosys with Wipro as Service integrator.

ATM Switch: The Bank is presently using Electra ATM Switch and in process of replacing the same with new switch.

All alternate delivery channels such as Internet Banking (Finacle), Mobile Banking (Paymate), Debit/Credit Card Management systems, Cash Deposit Machine (AGS-Wincore), Cheque Deposit Machine, Passbook Printing etc

SMS servers, Demat operations, Loan Processing System (LAPS/Sysarc), PPF, Complaints/Client Matrix, e-payment of taxes, pension package, on-line registration for various products / services.



Data Warehouse – Bank is in the process of implementing enterprise wide Data Warehouse for integrating all customer related data from various sources. The vendor shall integrate his systems with the Data Warehouse for cross flow of information, when launched by the Bank without any additional cost.

The above systems are maintained by different vendors and some packages developed in house by Bank. The vendor has to coordinate and liaison with the respective source vendors to provide seamless integration and factor the cost for above integrations. Bank shall facilitate interaction/meeting with the source vendors. Customer Request Resolution module to be brought in by the vendor shall be used to fulfill the service requests/queries raised by customers received at Call Centre. A web based version of the same should be made accessible to each of the Bank‟s branches and the Vendor shall perform such other integration that is required to enable such access to the branches. Access to CRM is not envisaged for all branch users. The Vendor will also perform such integration with sub systems including Cheque book request package, Debit Card package and other alternative delivery channels of the Bank etc to facilitate single view of all requests placed by customers. Customer Request Resolution module shall be provided as a separate independent package/module which shall interface with the CRM.

While such required software shall be implemented by the vendor, vendor should recommend a highly secure model, agreeable by the Bank to ensure utmost data security of customer data. These integrations will be solely with the purpose of enabling authentication access based on customer information.

Integration with new systems introduced by the Bank if required should be supported by the vendor and the commercials for the same shall be as per mutually agreed terms and conditions. The vendor being the solution provider should undertake necessary upgradation/ enhancements to call center software solution during the period of contract, free of cost.

The Bidder should work closely with M/s Wipro, (the existing System Integrator for CBS), M/s Infosys (CBS Finacle provider), M/s ECS maintaining (ATM Switch, in process of change with new ATM Switch) and other various existing vendors supporting various delivery channels and other packages of the Bank for interfacing the Call Center system with the aforementioned Bank's back-end systems.

2.2.10. Infrastructure for the existing call centre The Vendor shall extend his entire technology i.e. Software solution (IVR, CRM, Call Flow, ACD, Logger, Dialler etc.) as discussed in the scope of work and also hardware requirements such as terminals, phones, headsets etc., without any additional cost. 2.3. Setting up the operations of the New Center

2.3.1. Plan for Locations



The Selected Vendor has to set-up the new call centre on fully Outsourced model with all resources as per the scope of work of this RFP. The vendor shall specify the exact location of call centre at the appropriate place provided in the Price Bid as per Annexure 13. Bids without specifying any location are liable to be rejected. Bank may open an additional call centre on outsourced model in a suitable location to cater to the additional call volumes if required, and Bank will have the sole option either to go for the same with the selected vendor of this RFP or Bank may float a separate RFP for setting up additional third call centre in a suitable location at a later date at the sole discretion of the Bank.

2.3.2. Plan for Multiple Vendors

If the Bank decides to have more vendors, such other vendors may be selected through a separate tender process. The new outsourced call centre to be set up by the vendor as per this RFP, would handle both inbound as well as the outbound calling for the Bank. The Call Centre should commence operations within 4 months from the date of acceptance of order by the successful vendor.

2.3.3. Capacity The capacity of call centre that would be established by the Vendor will be as under: Initial capacity will be ~50 FTEs (Thirty Five only). The Bank may slowly ramp up the number of FTEs to 150 at the proposed location during the period of the contract. The vendor shall not construe this as a commitment on part of the Bank for ramp up of FTEs. Ramping-up in terms of number of FTEs and timing of ramping-up will be at the sole discretion of the Bank. If need be, Bank may call upon the vendor for ramping up earlier than proposed; vendor should be able to ramp up as per Bank‟s request at 3 months‟ notice. 80% of the initial capacity of 50 FTEs is guaranteed by the Bank and payment will be made accordingly. The premises and other infrastructure facilities should be state of the art and have capacity for quick scalability to higher volume of calls as per requirements of the Bank in view of integration of several functions and new initiatives to be undertaken at the Call Centre.

2.3.4. Business Continuity and Disaster Recovery Plan The Vendor has to develop, establish and demonstrate robust framework for documenting, maintaining and testing Business Continuity and recovery plan. The DR plan of the call center should be reviewed from time to time when new centers come up and the vendor should submit changes to the business continuity plan appropriately.

2.3.5. Transition plan The Vendor will be required to provide a Transition Plan to be approved by the Bank for establishing the Call Centre with all required services. In the meanwhile when



systems are being updated / changed, services to customers shall remain uninterrupted. The existing all-India Toll Free Numbers of the Bank are to be continued to be used by the vendor. The vendor shall migrate the data from existing operational system to the proposed CRM deployed by vendor. 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 vendor shall be responsible for closing all the open transactions and provide seamless services to the Bank‟s customer.

2.3.6. Data Integration Vendor also, shall carryout any integration which might be required for smooth and seamless functioning of Bank's call centre operations. Vendor would need to integrate their CRM with Bank‟s systems such that information flows smoothly between Vendor and the Bank. The vendor on-boarding should also ensure that the data integration is complete across all locations of the call center. The Vendor shall always ensure integration of his systems with that of other vendors who would be on-boarded. Also, all call records would need to be shared across vendors and locations. In special circumstances, facility to transfer calls from one vendor's site to the other should be available.

2.3.7. Period of Contract The contractual period will be 5 years from the date of acceptance of order. The contract period is exclusive of 4 months period envisaged for setting up, migration and operationalization of the call center. The contract may be extended for further period of 2 years at a time subject to two extensions. However, there is no binding on the Bank to necessarily extend the contract with the selected Vendor. Commercials for beyond 7 years shall be on mutually agreed terms and conditions. Initially, the functioning of call centre will be comprehensively reviewed once in a month consisting of top management committee to be constituted for this purpose by the Bank. Post first six months of operations, the performance shall be reviewed once a month at the local center level and once a quarter at the apex level. The quarter for this purpose would mean the periods January – March, April-June, July-September and October-December and quarterly review shall take place in the months of April, July, October and January every year respectively. In case, during reviews of the performance of Call Centre by the Bank before expiry of Contract, the Bank decides to terminate the relationship on any count, the Bank may do so by giving a notice for a period of 3 months to the Vendor. In this case, the Vendor would need to ensure smooth transition to a new Vendor and will be bound by the contract to stay at the same rates until the Bank deems complete transition even if it takes more than three months. In case the Vendor decides to terminate the relationship with the Bank, they will give a minimum notice for a period of 9 months to the Bank.



Also, in both cases, the Vendor shall be contractually bound to stay on at same rates until smooth transition to a new Vendor is achieved – all processes and calls have been successfully migrated to the new Vendor‟s sites. The Vendor should also provide documentation of all processes and manuals to facilitate knowledge transfer and smooth transition to the new Vendor or to the Bank. Any significant dip in service levels during transition/notice period i.e. drop in key SLA parameters such as wait time, call drop percentage, call quality score etc. shall lead to invocation of Performance Bank Guarantee by the Bank.

2.3.8. Penalty for delayed implementation

The proposed call center shall commence operations within 4 months from the date of acceptance of order. Further, the vendor selected shall implement the solution within the same time frame as the commencement of operations at the proposed new call center. The successful bidder must strictly adhere to the delivery dates as indicated in this RFP for operationalization of the proposed call center and extension of call center solution to the existing center at Mumbai. Failure to meet the delivery dates, unless it is due to reasons entirely attributable to the Bank, may constitute a material breach of the Bidder‟s performance. As a deterrent for delays during implementation, Bank 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 delay in meeting the delivery date.

Delay Penalty

Upto 2 Weeks 0.5% of projected outflow for 1st year

2 – 4 Weeks 1% of projected outflow for 1st year

4 – 6 Weeks 1.5% of projected outflow for 1st year

6 – 8 Weeks 2% of projected outflow for 1st year

>8 Weeks 3% of projected outflow for 1st year

A cap of 3% of the Projected Outflow would be reserved as penalties against any delay in meeting milestones.

2.3.9. Call Centre Infrastructure to be provided by the vendor

The infrastructure refers to the physical facilities such as premises, furniture, hardware, software, telecom infrastructure and arrangement for connectivity to Bank‟s data sources / CRM portal for smooth operations of the Call Centre. The Vendor apart from manpower will provide the complete infrastructure as indicated below, except Toll Free and Tolled lines including PRI lines. Further, the maintenance of equipment, subscriptions to software/application licenses, antivirus, technical Support for infrastructure will also be the sole responsibility of the Vendor.



Further, the vendor shall also provide the rights to use the software architecture deployed including the CRM, IVR, call flow etc. to the customer service agents in the existing Call Centre at Mumbai apart from providing the necessary hardware infrastructure as mentioned in clause 2.3.10. Further, the maintenance of such software / hardware provided shall also be the sole responsibility of the Vendor in respect of existing Call Centre at Mumbai.

2.3.10. Vendor will provide: The Vendor will put in place state of the art infrastructure required for the daily functioning of the call centre in his locations including:

a. Premises, Furniture and Amenities: The Vendor will be responsible for providing premises, infrastructure and facilities duly equipped with power, lighting, network connectivity, security systems etc. with arrangements towards AMC, repairs/replacements incidental thereof. Provision must be made for seating for Customer Service Associates ("CSAs"), Team Leaders, Assistant Managers, Trainers and other support staff with proper lighting, air conditioning etc. to ensure sufficient and proper working space to all personnel deployed at the Call Center. This is also inclusive of providing cabins and workstations etc. at no extra cost for the Bank employees to be stationed in the proposed call center. The successful bidder should furnish the details like address of the premises, arrangements entered, if any, with third parties, area of the premises, the layouts and other facilities provided. These shall have the approval of the Bank. Other basic facilities like water, toilets, canteen, etc. should also be provided. Adequate training facilities should also be provided including availability of proper rooms with whiteboards, projectors and other appliances. There should also be a provision of CCTV cameras at the site, the feed from which would be provided in the rooms of the Bank officials.

b. Hardware, Software, Telecom facilities: The Vendor will be responsible for all the hardware and software facilities required for smooth operation of a call centre. This includes:

Complete hardware and software for CSAs (e.g virtualized desktops, headphones, Servers that will host the data etc),

Necessary CRM & middleware required for integration.

In case Bank deploys its own CRM, in such case, vendor may be requested to use Bank provided CRM application.

IVR application with Server, CTI Solution including ACD, Dialler, voice logger, disaster recovery solutions, etc.

Vendor should provide top notch ACD capable of national load balancing and automatic routing or rerouting of calls between different centres.

All contemporary state of the art Business Intelligence Tools including but not limited to Automatic Roster Workforce Management Tool, Call Back Manager with Dialler, Voice Mail module (not only on IVR but for all Agents across all services), Barging & Online Reports & Management Dashboards for Bank.



The Vendor is obligated to provide new Business Intelligence (BI) Tools and their updates at any time during the contract if the Bank so desires at no extra cost. Bank requires web based reporting of all SLAs and KPIs, call volume diagnostic which shall include the type of calls, their volume, queries that cannot be resolved etc . Additionally the vendor should provide tools that can transfer leads from inbound calls to outbound calls for out bound telemarketing. Few reporting tools that can be used are Jasper report; pentaho report designer, report server for graphic reports etc.

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

Connectivity with required bandwidth including routers, switches etc. to connect the proposed Call center location to the Bank‟s DC and DR and the existing call center, to facilitate seamless connectivity for data access and call routing between the locations after IVR disposition as required.

The solution proposed by the vendor shall be made PCI DSS and PA DSS compliant, as per Bank‟s / regulatory requirement in future without any additional cost.

Dedicated resource at Bank‟s DC / DR and call center locations as may be required for maintenance of hardware, software, troubleshooting etc.

The above list is not exhaustive and the Vendor needs to provide complete infrastructure to meet Bank‟s requirements as per the Scope of Work. The Bank will only provide facilities as detailed in para 2.3.12. The Vendor should completely own the infrastructure at all points without any capital or operational cost implications for the Bank. The Bank will not be responsible for payment of any AMC etc. for any equipment. Also, the Vendor should provide for all HR related processes for the call centre employees and the Bank shall not have any responsibility towards this. The technical quality and standards of all the hardware and software will need to be finalized in consultation with the Bank to ensure that it meets the quality standards as expected by the Bank.

The vendor shall provide a read only access to all tools/solutions (including capabilities of live call barging) used by the vendor to the Bank‟s designated staff at its call center as well as the Bank‟s Head Office. The following considerations need to be taken for supply of hardware at Bank‟s location:

The vendor must ensure that no hardware equipment, for which “End-of-

Sale”/ “End of Life” has been declared, is offered as part of this RFP

response. No hardware or software should have an “End-of-Support”

mandated by the respective OEM within seven years from date of installation

of hardware or software. The vendor will have to provide replacement of such

equipment, within the duration of contract, at no additional cost to the Bank.

All the hardware and software to be supplied must be IPv4 & IPv6 compliant

wherever applicable.

In the event that the hardware equipment proposed in the solution and

supplied by the vendor are not operational owing to compatibility problem in



the IT environment or other technical issues, the vendor will have to replace

the equipment at no extra cost to the Bank.

In the event that the solution provided is not able to meet the performance

standards specified in the RFP, at the time of going live, the vendor will be

required to augment/ upgrade/replace the hardware & software components

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

additional hardware equipment & software shall be provided by the

successful bidder at no extra cost to the Bank

The successful bidder shall provide complete documentation (including

related legal documentation) of all the hardware components provided. The

documents at a minimum should include hard copies (two sets each) and soft

copy to be supplied along with relevant application licenses and associated

solution software of the following:

Technical manuals/ data sheets.

Installation guides.

User manuals.

System administrator manuals.

Toolkit guides and Troubleshooting guides.

2.3.11. Bank will provide: The Bank will provide only the following facilities:

Toll Free and Tolled numbers including PRI lines from telecom operators.

Actual metered Telecom charges for Inbound/Outbound Calls on actual would be borne by Bank.

The vendor shall directly coordinate with the 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 vendor at no incremental / additional cost to the Bank. Only additional PRI lines, if required, shall be procured by the Bank.

2.3.12. Role of Bank‟s Staff Members in Managerial Positions The Bank requires the Vendor to deploy the manpower resources required for running the Call Centre. However, the Bank will depute its officers in managerial positions to ensure quality of service and control over day to day functioning of the Call Centre. The number of Bank employees deputed at the vendor's site at any point of time will be of the order of 2-4 and the exact details shall be shared with the selected bidder. The decision of the Bank will prevail in every case of dispute. Further, the Bank will extend support for better and timely resolution of the call categories given below:

1. Financial Transactions 2. Escalations (wherever necessary) 3. ATM complaints (Bank may decide to place its own officers who will be

dedicated to complaints relating to non-disbursal of cash from ATMs).



The Bank shall also put in place a mechanism of timed and un-timed visits by its senior officers.

The Bank will also score a random sample survey of calls on Call Quality as well as barge into calls on a daily basis. For this purpose, administration level permissions to access all sub-systems/ servers (including IVR, CRM, ACD) to monitor and generate reports including those required for cross-verification of SLAs and related payments will be provided by the Vendor. The Bank may also deploy tools to monitor performance of various systems to rule out any possibility of tampering with data likely to affect billing by the Vendor. Vendor shall also provide uninterrupted support to the Bank‟s Quality Management Team.

2.3.13. Call Centre Timings The Call Centre shall operate for 24 hours on all seven days in a week and therefore the Call Centre will be available to customers on all 365 days. The CSAs, Team Leaders and Managers are required to be available during this period of time. Transportation for agents, etc., will be the responsibility of the Vendor.

2.3.14. Languages The Call Centre shall provide services under languages – Hindi, English, Gujarati, Tamil, Malayalam, Telugu, Kannada, Marathi and Bengali. Apart from this, the Vendors should however be capable of providing such services in other regional languages within a period of 2 months if required by the Bank. The Agent allocation among languages will be decided based on call history and experience. Bank reserves the right to seek extension of services for selected regional languages in future.

2.4. Service Requirements

2.4.1. Manpower Profile a. Customer Service Associates (CSAs) The profile of the CSAs should be as follows:

Mix of Graduates & Undergraduates - Not more than 50% can be undergraduates minimum 12th passed.

Able to speak, read and write in Hindi and English, and if required other regional languages.

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

Experience of at least 6 months to 1 year in a Call Centre, or in direct selling/ telemarketing in the service industry but fresh candidates can be considered (Not more than 40% can be fresh candidates).

Awareness on Banking and Bank's products e.g. interest rates, renewal periods etc.

b. Senior Customer Service Associates (Sr. CSAs)



The profile of the Sr. CSAs should be as follows:

Must be a Graduate or equivalent.



Experience of at least 2 years in a Call Centre, in direct selling/ telemarketing in the service industry (Fresh candidates CANNOT be considered).

Awareness on Banking and Bank's products.

Detailed knowledge of intricacies of Banks products and how they compare against competitors.

c. Team Leaders (TL) The profile of the Team Leaders should be as follows:

Must be a Graduate or equivalent.

Must have undergone training on lines of COPC (HPMT) or similar training.



Experience of at least 3 years in a Call Centre, or in direct selling/ telemarketing in the service industry (Fresh candidates CANNOT be considered).

Experience in coaching and developing skills of people .

Effective problem-solving and decision-making skills.

Knowledge of Bank's products & processes along with detailed knowledge of Bank products, their uniqueness, comparison to competitors etc.

d. Assistant Managers (AM) The profile of Assistant Managers should be as follows:

Must be a Graduate or equivalent. Must have undergone training on lines of COPC (HPMT) or similar training. Able to speak, read and write in Hindi and English. Able to communicate confidently and politely, with good speaking skills. Experience of at least 4 years in a Call Centre, or in direct selling/

telemarketing in the service industry (Fresh candidates CANNOT be considered).

Experience in coaching and developing skills of people. Effective problem-solving and decision-making skills. Complete knowledge of Bank's products & processes .

e. Trainers Ratio of trainers to Agents should be maintained as per industry standard. An indicative ratio of trainers to FTEs is 1:35 to 1:40. There should be a minimum of 1 trainer at any point of time on the site. The profile of the trainers should be as follows:



Must be a Graduate or equivalent. Experience / knowledge of Bank's products & processes. Experience of at least two years in training in the field of soft skills and

communications.

f. Ratio of CSAs, Sr. CSAs, TLs and AMs

The criteria for providing CSAs, Sr. CSAs, TLs and AMs are as follows:

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 or calls involving complicated queries or upsell / cross-sell as mentioned in scope of services)

1 Team Leader for every 15 CSAs / Sr. CSAs 1 AM for every 35 CSAs / Sr. CSAs

There should be a promotional process within CSAs so as to ensure that better candidates are incentivized. e.g. CSA to TL etc. Also, CSAs 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, Trainers etc. deployed by the Vendor for taking escalations, supervision and control of CSAs on the floor.

2.4.2. Training The Vendor in consultation with the Bank, shall design capsule training programs for different products and also prepare a quarterly calendar to provide training to all resources on the systems and procedures laid down by the Bank, as appearing in this document, but not limited to the provisions herein. The training will cover the following:

Communication and Soft Skills training

Proposed Call Centre processes

Technology

Products and services of the Bank

The behavioral and cultural expectations of Bank from a professional Customer Service Associate

Information security and its relevance and importance to the customers Knowledge of Banking systems, operational procedures, and KYC norms Documentation and formalities required for availing various products and

services of the Bank. Customer Service and Citizen Charter

An Induction Training of at least 21 days viz., 4 days for communication and soft skill, 14 days for products and services of the Bank and 3 days for buddy up, will need to be imparted to all newly recruited Agents. However, since the Bank will keep modifying its products and services, and keep introducing new products and campaigns, the Vendor will put in place a training system to ensure continuous updating of knowledge, processes and skills.



Each CSA will be cross trained about different activities for a minimum period of 1 day every month. They will be treated on duty for the day they remain on training. The Bank, at its discretion, may additionally interview the newly recruited 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. The actual requirement of training may be assessed while setting up the Call Centre and will be advised by the Bank. However, the training infrastructure would need to be made available in the premises by the Vendor. While the Bank will support training efforts by providing its faculty and training the trainers of the vendor on Banking operations and processes from time to time, the Vendor will be required to bring in necessary faculty support for the training of the CSAs. In the event of opening up of centers by other vendors, the vendor shall coordinate with other vendors to ensure that uniform training pattern is followed and consistently deployed across all locations / centers.

2.4.3. Due diligence on employees before appointment & Staff Retention Program

The vendor should put in place adequate & verifiable process for conducting due diligence on its employees prior to their appointment by way of verifications of their academic/other credentials with reference to original certificates issued by schools/colleges/universities/other statutory authorities, obtaining & verifying at least two respectable references, verification of details of previous employment etc. The Vendor will put in place systems to ensure that the resources are not changed frequently for internal reasons. Suitable motivational efforts and incentives may be provided to the Agents and senior staff so that attrition rate is kept at the minimum level. If the attrition rate rises to above 8%, the Bank can suggest policies which will need to be implemented by Vendor to reduce attrition.

2.4.4. Assessment & Remedial Action The Vendor will put in place evaluation systems to continuously evaluate the performance of its resources. A 'Quality Score' may be generated for all Agents on daily basis and put up to the Bank on weekly basis. The parameters for 'Quality Score' will include time duration for various functions, number of calls handled, number of leads generated, fatal / technical error, etc. The Bank and Vendor may jointly decide on the benchmarks for Quality Score and the Vendor will agree to maintain only those Agents who qualify the “Quality Score” criteria as decided above for audit/inspection. The Bank reserves the right to seek replacement of any Agent /staff whose performance / conduct is not satisfactory or their continuation affects the reputation of the Bank. In all such cases, the bidder shall replace the resource without any additional cost.



2.4.5. Quality Management Vendor will deploy an exclusive quality management team who will continuously audit the systems and procedures of the Call Centre. This team will also suggest systems to improve the ratings against SLA parameters. The Vendor will present information about its internal audit and quality assurance practices in all areas of operations, including human resources in periodical review meetings. The Bank‟s resources including RBI officials may inspect / audit the Call Centre facility any time with or without notice to the Vendor and the Vendor shall extend all necessary support and make available necessary data/records relating to Call Centre.

2.4.6. Industrial relations and discipline The Vendor will put in place appropriate disciplinary procedures and ensure congenial industrial relations with its employees. Bank shall not intervene in any of the industrial disputes between the Call Centre employees and management, nor can Bank be drawn in any circumstances in such industrial disputes. The employees of the Vendor will never be considered as employees (fulltime or part-time or contractual) of the Bank under any circumstances. The employees of the Vendor will never claim any right to employment in the Bank irrespective of their status of employment with Vendor. The Vendor shall be responsible for all the acts/omissions/commissions of the agents and the management staff deployed on the site.

2.4.7. Remuneration/Facilities to employees of Vendor The Bank will have no obligation to pay any remuneration, reimbursements or incentives to employees or staff of the Vendor. All the payments due to them shall be paid only by the Vendor. Further, basic amenities / facilities such as provision of water, toilets, etc. will also be made available by the Vendor for use by all the employees of Vendor at no costs.

2.4.8. Insurance Coverage The Bank will not be liable for any damage/loss to assets, resources and manpower deployed by the Vendor for Call Centre operations. Vendor shall procure all Insurance policies to include requisite insurance coverage as applicable including but not limited to Comprehensive general liability insurance and /or third party accident insurance to safeguard any eventuality while the employees of the Vendor are on duty.

2.4.9. Compliance to labour laws The Vendor shall be responsible for compliance of all laws, rules, regulations and ordinances applicable in respect of its employees, sub-contractors and Agents (including but not limited to Minimum Wages Act, Provident Fund laws, Workmen Compensation Act etc.). The Vendor shall establish and maintain all proper records including, but not limited to, accounting records required by any law, code, practice or corporate policy applicable to their line of activity from time to time, including records and returns as applicable under labour legislations. The Vendor shall indemnify the Bank against any claims made by any statutory authorities regarding



the non compliance of any of the related laws from time to time.

2.4.10. Prevention of Harassment to Women Employees

The Vendor shall adhere to provide protection against sexual harassment of women at workplace and put in place appropriate procedures for the prevention and redressal of complaints relating to sexual harassment and for matters connected therewith or incidental thereto as per the extant laws. The Vendor shall indemnify the Bank against any claims made by any employee in all such matters.

2.5. Governance and Management The Vendor will comply with all applicable policies of the Bank, including but not limited to the Bank‟s Privacy Policy, Information Security Policy, Code of Conduct/Ethics, RBI guidelines on outsourcing and the Do-Not-Call policies and the policies and regulations issued by any Regulatory Authorities including TRAI, IBA, RBI etc. 2.6. Reports The Vendor shall generate standard reports including reports to verify KPI & SLA parameters. In addition, they should also be capable of generating 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. The report format shall be flexible and shall be available either in xls, txt or any other user-friendly structure including graphics depending on the request of the Bank from time to time.



3. BID PROCESS

3.1. Bid Document

This document can be downloaded from Bank‟s website http://www.denabank.com.

3.2. Application Money The Vendor will pay, along with responses, an Application Money of Rs. 10, 000/- (Rupees Ten Thousand only). The application money shall be paid by Demand Draft drawn in favour of “Dena Bank IT Department” payable at Mumbai. The application money is non-refundable. 3.3. Cost

The Bidder shall bear all costs associated with the preparation and submission of the Bid and Bank will not be responsible for the costs, regardless of the conduct or outcome of the bidding process. The Bank is not liable for any cost incurred by the Bidder in replying to this RFP. It is also clarified that no binding relationship will exist between any of the respondents and the Bank until the execution of the contract.

3.4. Earnest Money Deposit (EMD)/Bank Guarantee In Lieu Of EMD: The bidder shall furnish Non interest earning Earnest Money Deposit (EMD) of Rs.20,00,000/- (Rupees Twenty Lakhs Only) by way of Bank Guarantee/Demand Draft drawn on any scheduled commercial Bank in favour of “Dena Bank”, payable at Mumbai and should be kept along with the Part-A - Conformity to Eligibility Criteria. In lieu of EMD, Bank Gaurantee can also be submitted from a scheduled commercial Bank as per Appendix – E. The Bank Guarantee should be valid for a minimum period of 6 months from the last date for submission of offer with a claim period of further 3 months from the last day of the validity of the Guarantee. Submission of EMD in other than Part A - Conformity to Eligibility Criteria Envelope is liable to be rejected on grounds of non submission of EMD. The EMD (DD/Bank Guarantee in lieu of EMD) of the Bidders not qualified under Technical Proposal will be returned within 15 days after opening the commercial bid of the technically qualified bidders. The EMD of other bidder will be returned upon the selected bidder accepting the order and furnishing the performance guarantee. The EMD may be forfeited/ Bank Guarantee may be invoked:

If the bidder withdraws or amends the bid during the period of bid validity specified in this document.

If the selected bidder fails to accept the purchase order within 7 days or fails to sign the contract or fails to furnish performance guarantee in accordance with the terms of the RFP.

The Vendor violates any of the provisions of the terms and conditions of this RFP Specifications.




3.5. Clarification to RFP and Pre-Bid Queries:

The bidder should carefully examine and understand the specifications, terms and conditions of the RFP and may seek clarifications, if required. The bidders in all such cases seek clarification in writing in the same serial order of that of the RFP by mentioning the relevant page number and clause number of the RFP as per format provided under APPENDIX-F.

All communications regarding points requiring clarifications and any doubts shall be given in writing through email at [email protected] by the intending bidders before 3:00 PM on 12/04/2016 (Tuesday).

No oral or individual consultation shall be entertained.

3.6. Pre-Bid meeting:

A pre-bid meeting of the intending bidders will be held as scheduled below to clarify any point/doubt raised by them in respect of this RFP.

Date Day Time Venue

12/04/2016 Tuesday 15.00 hrs Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102

No separate communication will be sent for this meeting. If the meeting date is declared as a holiday under NI Act by the Government subsequent to issuance of RFP, the next working day will be deemed to be the pre-bid meeting day. Authorized representatives of interested bidders shall be present during the scheduled time. In this connection, Bank will allow a maximum of 2 representatives from each Bidder to participate in the pre-bid meeting.

Bank has the discretion to consider any other queries raised by the Bidder‟s

representative during the pre-bid meeting. 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.

The Bank will consolidate all the written queries and any further queries during the pre-bid meeting and the replies for the queries shall be made available in the Bank‟s website and no individual correspondence shall be made. The clarification

of the Bank in response to the queries raised by the Bidder/s, and any other clarification/amendments/corrigendum furnished thereof will become part and parcel of the RFP and it will be binding on the Bidders.

Non receipt of reply to the queries raised by any of the Bidders shall not be accepted as a valid reason for non submission of Bid. In addition, non reply to any query may not be deemed that the version of the Bidder as reflected in the query has been accepted by the Bank.

3.7. Amendment to the Bidding Document:



At any time prior to deadline for submission of Bids, the Bank, for any reason, whether, at its own initiative or in response to a clarification requested by prospective bidder, may modify the bidding document, by amendment.

Notification of amendments will be made available on the Bank‟s website (i.e.

www.denabank.com) and will be binding on all Bidders and no separate communication will be issued in this regard.

In order to allow prospective Bidders reasonable time in which to take the amendment into account in preparing their bids, the Bank, at its discretion, may extend the deadline for a reasonable period as decided by the Bank for the submission of Bids.

3.8. Bid System Offer

The response to the present tender will be submitted by way of two bid system comprising of Technical Bid (Part A & Part B) & Price Bid (Part C) as detailed below: 3.8.1. Part A-Eligibility Conformity:

Indicating their compliance to Eligibility Criteria. The format for submission of Conformity to Eligibility Criteria is as per Annexure 3. 3.8.2. Part B-Technical Proposal

Indicating the response to the Technical and Functional requirement specification

for providing Call Center Services. The format for submission of Technical Proposal

is as per Annexures 8, 8A, 8B, 8C, 8D, 8E, 9, 10, 14.

3.8.3. Part C-Price Bid

Furnishing all relevant information as required as per Price bid. The format for

submission of Price bid is as per Annexure 12, 13.

3.9. Preparation of Bids:

The Bid shall be typed or written in English language with font size of 12 in indelible ink and shall be signed by the Bidder or a person or persons duly authorized to bind the Bidder to the Contract. The person or persons signing the Bids shall initial all pages of the Bids, except for un-amended printed literature.

3.9.1. Part A-Eligibility Conformity

The following documents need to be submitted as part of Part A-Eligibility

Conformity

a) Checklist as per Annexure 1

b) Vendor‟s Profile as per Annexure 2

c) Conformity to Eligibity Criteria as per Annexure 3

d) Relevant documents in support of Eligibility Criteria

e) Bid Covering letter as per Annexure 4

f) Reference site details as per ANNEXURE-5.




g) Non-Disclosure agreement as per ANNEXURE-6

h) Integrity Pact as per Appendix G on non judicial stamp paper of Rs. 200/-

i) Application Money (DD)

j) Earnest Money Deposit (DD / Bank Guarantee)

All the above documents should be duly signed by authorized signatory, serially numbered, placed in one envelope and superscribed as: “Part A - Conformity to Eligibility Criteria – Response to RFP No HO/ITD/201/2016 date: 04/04/2016, RFP for Selection of Vendor for Setting up & Management of Call Center Operations on Fully Outsourced Model.” The envelope should also contain the name and address of the bidding firm/company.

3.9.2. Part B-Technical Proposal

The following documents need to be submitted as part of the Technical Proposal:

a. Duly filled in Annexure 8, 8A, 8B, 8C, 8D, 8E, 9, 10, 11. Vendor should not deviate from the format. Please note that if the Vendor does not appropriately fill up the requisite columns, Bank will not be in a position to evaluate this proposal, and might lead to disqualification at this stage

b. A letter of undertaking on Vendor‟s letter head as per Annexure 14 signed by authorized employee that all documents and information provided therein are valid for at least 180 days (6 months) from the date of opening of price bid.

c. Masked Price Bid as per Annexure 13 must be attached in Technical Offer and price information should be masked / covered.

If prices are disclosed in the masked commercial bid submitted as part of the Technical Proposal, the bid shall be liable to be disqualified by the Bank. Technical Proposal without masked Price Bid will be liable for rejection. All the above documents should be duly signed by authorized signatory, serially numbered, placed in one envelope and superscribed as: “Part B - Technical Proposal – Response to RFP No HO/ITD/201/2016 date: 04/04/2016, RFP for Selection of Vendor for Setting up & Management of Call Center Operations on Fully Outsourced Model”. The envelope should also contain the name and address of the bidding firm/company.

3.9.3. Part C-Price Bid

As part of Price Bid, the Vendor needs to submit a duly filled in Annexure 12, 13.

The L1 vendor will be finalized based on the lowest price quoted during the reverse auction. However bidders are requested to submit indicative commercial offers (Annexure 13). A copy of masked commercial offer is also required to submit in technical bid. The Commercial Bids of the technically qualified vendors will only be considered for Commercial Bid evaluation. Indicative commercials submitted will be opened before



reverse auction. Time and Date of Reverse auction will be informed to technically empanelled vendors.

The L1 vendor emerged out of reverse auction is required to submit price break-up

of reverse auction price as per the format given in Annexure 13.

The Vendor will agree to provide the required services as detailed in this RFP

document, failing which Bank would forfeit the Earnest Money Deposit.

The Price Bid shall be valid for 180 days from the date of opening of price bid. Any

revision of Price Bid is NOT possible after the same is submitted to the Bank.

Any Response without “Price Bid” will not be taken for evaluation at all and will be

rejected at Stage A only.

Annexure 12, 13 should be duly signed by authorized signatory, placed in one envelope and superscribed as: “Part C - Price Bid – Response to RFP No HO/ITD/201/2016 date: 04/04/2016, RFP for Selection of Vendor for Setting up & Management of Call Center Operations on Fully Outsourced Model". The envelope should also contain the name and address of the bidding firm/company. The three parts as stated above, should be placed in three separate envelopes superscribed as stated above and properly closed and sealed. Thereafter, all the three envelopes shall be placed inside another envelope and properly closed and sealed. The final envelope should be superscribed as “Offer for Selection of

Vendor for Setting up & Management of Call Center Operations on Fully Outsourced Model to Dena Bank in response to RFP No HO/ITD/201/2016 date: 04/04/2016” (includes separately sealed „Conformity to Eligibility Criteria‟, „Technical Proposal‟ and „Price Bid‟) on the top of the envelope.

All the envelopes shall bear the name and complete postal address of the bidder as well as the addressee, namely the Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102.

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 bids should be paginated with Name, Seal and Signature of the Authorized Signatory. Bids with erasing / overwriting / cutting or without authentication will be liable for rejection. Authorization letter for signing the Bid documents duly signed by Company‟s Authorized signatory should

be submitted.

3.10. Cost & Currency:

The Offer must be made in Indian Rupees only as per the Price Bid as in Annexure 13

3.11. Erasures or Alterations:

The Offers containing erasures or alterations or overwriting will not be considered. There should be no hand-written material, corrections or alterations in the offer. Technical details must be completely filled in. Correct technical information of the



product being offered must be filled in. Filling up of the information using terms such as “OK”, “accepted”, “noted”, “as given in brochure/manual” is not

acceptable. The Bank may treat such Offers as not adhering to the tender guidelines and as unacceptable.

3.12. Assumptions/Presumptions/Modifications:

The Bank would like to expressly state that any assumption, presumptions, modifications, terms, conditions, deviation etc., which the bidder includes in any part of the Bidder‟s response to this RFP, will not be taken into account either for

the purpose of evaluation or at a later stage, unless such assumptions, presumptions, modifications, terms, conditions deviations etc., have been accepted by the Bank and communicated to the bidder in writing. The Bidder at a later date cannot make any plea of having specified any assumption, terms, conditions, deviation etc. in the Bidder‟s response to this RFP document. No offer can be

modified or withdrawn by a Bidder after submission of Bid/s.

3.13. Submission of Bids:

The Name and address of the Bidder, RFP No. and Due Date of the RFP are to be specifically mentioned on the Top of the envelope containing Bid. The bid/s properly superscribed in the manner prescribed in earlier clauses of this RFP should be submitted at the Place, Venue, Date and Time mentioned below:

Last Date of submission of

Bid

Day Time Venue

Upto 3.00 PM

Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102.

If the last day of submission of bids is declared as a holiday under NI Act by the Government subsequent to issuance of RFP, the next working day will be deemed to be the last day for submission of the RFP. The Bid/s which is/are deposited after the said date and time shall not be considered. No offer will be accepted directly. If envelopes containing bid documents, including the outer envelope is not sealed and marked in the prescribed manner, the Bank will assume no responsibility for the bid‟s misplacement or premature opening.

In case bid documents are too bulky to be placed inside the tender box, arrangements will be made to receive the tender. However, Bidder should reach the venue before the date and time stipulated above. 3.14. Late Response to RFP



The Responses to RFP should be received before the time and date mentioned in the Schedule on Page 2 of this document, failing which the Responses will not be accepted. 3.15. Bid Opening: The Part A- Conformity to Eligibility Criteria shall be opened in the presence of the Bidder‟s representative/s who may choose to attend the bid opening as per

following schedule. Bid Opening Date

Day Time Venue

3.30 PM Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102.

Bidder‟s representative may be present in the place and venue well in time along

with an authorization letter in hand for each bid opening under this RFP, as per the format (ANNEXURE–7) enclosed.

Note: Authorization letter should be carried in person and shall not be placed inside any of the bid covers. Attendance of all the representatives of the Bidders who are present at bid opening will be taken in a register against Name, Name of the Company and with full signature. The Bidders may note that no further notice will be given in this regard. Further, in case the Bank does not function on the aforesaid date due to unforeseen circumstances or holiday then the bid will be accepted up to 3.00 PM on the next working day and bids will be opened at 3:30 PM at the same venue on the same day. If any of the Bidders or all Bidders who submitted the tender are not present during the specified date and time of opening, it will be deemed that such Bidder is not interested to participate in the opening of the Bid/s and the Bank at its discretion will proceed further with opening of the Part A - Conformity to Eligibility Criteria in their absence. The Part A- Conformity to Eligibility Criteria submitted by the bidder will be evaluated based on the eligibility criteria stipulated. The Part B-Technical Proposal of only those bidders who qualified in Part A- Conformity to Eligibility Criteria will be opened with due communication by the Bank.



The Commercial Bid of only those bidders who qualify in Part B-Technical Proposal will be opened for evaluation and arriving at L1.



4. SELECTION OF BIDDER

4.1. Preliminary Scrutiny:

The Bank will scrutinize the Bid/s received to determine whether they are complete in all respects as per the requirement of RFP, whether the documents have been properly signed, whether items are offered as per RFP requirements and whether technical documentation as required to evaluate the offer has been submitted.

Prior to detailed evaluation, the Bank will determine the substantial responsiveness of each Bid to the bidding document. Substantial responsiveness means that the bid conforms to all terms and conditions, scope of work and technical specifications and bidding document is submitted without any deviations.

4.2. Clarification of Offers:

During the process of scrutiny, evaluation and comparison of offers, the Bank may, at its discretion, seek clarifications from all the bidders/any of the bidders on the offer made by them. The bidder has to respond to the Bank and submit the relevant proof /supporting documents required against clarifications, if applicable. The request for such clarifications and the Bidders response will necessarily be in writing and it should be submitted within the time frame stipulated by the Bank.

The Bank may, at its discretion, waive any minor non-conformity or any minor irregularity in the offer. Bank‟s decision with regard to „minor non-conformity‟ is final

and the waiver shall be binding on all the Bidders and the Bank reserves the right for such waivers.

4.3. Evaluation of Bids:

The Bank will evaluate the bid submitted by the bidders under this RFP as per the Evaluation Formats mentioned in this RFP. The Part-A Conformity to Eligibility Criteria submitted by the bidder will be evaluated based on Clause 1.5 of RFP. The Part B-Technical Proposal of only those Bidders who qualified in Part A- Conformity to Eligibility Criteria, will be opened with due communication by the Bank. The Price Bid of only those Bidders who qualified in Part B- Technical Proposal will be reckoned for evaluation purpose.

Only Bidder with a technical score equal to or more than 70% of the technical evaluation score (as per APPENDIX-H) will be progressed to the commercial stage.

The Bid will be evaluated by a Committee of officers of the Bank. If warranted, the Bank may engage the services of external consultants for evaluation of the bid. It is Bank's discretion to decide at the relevant point of time.

4.4. Normalization of Bids

The Bank may go through a process of technical evaluation and normalization of the bids to the extent possible and feasible to ensure that, shortlisted 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 normalization has a bearing on the price bids; the Bank may at its discretion ask all the technically shortlisted bidders to re-submit the technical and commercial bids once again for



scrutiny. The resubmissions can be requested by the Bank in the following two manners.

Incremental bid submission in part of the requested clarification by the Bank OR

Revised submissions of the entire bid in the whole The Bank can repeat this normalization process at every stage of bid submission till Bank is satisfied. The shortlisted bidders agree that, they have no reservation or objection to the normalization process and all the technically shortlisted 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 shortlisted bidders, by submitting the response to this RFP, agree to the process and conditions of the normalization process. 4.5. Intimation to Qualified/Successful Bidders:

The Bank will prepare a list of technically qualified bidders on the basis of evaluation of Technical Proposal and the names of qualified bidders would be informed. Price Bids of only qualified bidders shall be opened. Final list of the bidders (L1, L2, L3….etc) will be announced as indicated above. No separate

intimation will be sent to successful Bidder.

4.6. Correction of Error in Commercial Bid:

Bank reserves the right to correct any arithmetical errors furnished in the Price

Bid. If any such errors are noticed it will be rectified on the following basis:

Bank may waive off any minor non-conformity or irregularity in a bid, which does not constitute a material deviation.

If there is discrepancy between the unit price and total price (which is obtained by multiplying the unit price by the quantity), the unit price shall prevail and the total price shall be corrected accordingly.

If there is discrepancy between percentage and amount, the amount calculated on percentage basis will prevail.

If there is discrepancy in the total arrived in Price Bid (addition, subtraction, multiplication, division and carryover of amount from one page to another), correct total will be arrived by the Bank and the same will prevail over the total furnished in the Price Bid.

If there is a discrepancy between words and figures, the rate/ amount in words shall prevail, unless the amount expressed in words is related to an arithmetical error in which case, the amount in figures will prevail, subject to the above two provisions.

If the Bidder does not accept the correction of errors, the bid will be rejected.

4.7. Determination of L1 Price:

L1 Price will be determined through Reverse Auction.



The L1 bidder will be determined on the basis of the lowest Total Cost of ownership quoted in reverse auction as per Annexure 13.

However, the Bank does not bind itself to accept the lowest or any Bid and reserves the right to reject any or all bids at any point of time prior to the order without assigning any reasons whatsoever.

The Bank reserves the right to re-tender without assigning any reasons whatsoever. The Bank shall not incur any liability to the affected Bidder(s) on account of such rejection. Bank shall not be obliged to inform the affected Bidder(s) of the grounds for the Bank's rejection.

The Bank reserves the right to modify any terms, conditions and specifications of the RFP and Bank reserves the right to obtain revised price bids from the Bidders with regard to change in RFP clauses. The Bank reserves the right to accept any bid in whole or in part.

4.8. Proposal Ownership:

The proposal and all supporting documentation submitted by the Bidder shall become the property of the Bank. As the Bidder‟s proposal is central to the evaluation and selection process, it is important that, the bidder carefully prepares the proposal as per the prescribed format only. Under no circumstance, the format can be changed, altered or modified. Bidders must provide categorical and factual replies to specific questions. Bidders may provide additional technical literature relating to their proposal, but in a separate Annexure. Correct and current technical details must me completely filled in. The Appendices/ Annexures to this RFP shall form integral part of the RFP. 4.9. Acceptance of Offer:

The Bank reserves its right to reject any or all the offers without assigning any reason thereof whatsoever.

The Bank will not be obliged to meet and have discussions with any Bidder and/ or to entertain any representations in this regard.

The bids received and accepted will be evaluated by the Bank to ascertain the best and lowest bid in the interest of the Bank. However, the Bank does not bind itself to accept the lowest or any Bid and reserves the right to reject any or all bids at any point of time prior to the order without assigning any reasons whatsoever. The Bank reserves the right to re-tender the RFP with or without modifications.

The Bidder including those, whose tender is not accepted shall not be

entitled to claim any costs, charges, damages and expenses of and

incidental to or incurred by him through or in connection with his submission

of tenders, even though the Bank may elect to modify/withdraw the tender.

The selected bidders shall submit the acceptance of the order within 7 days from the date of receipt of the order. No conditional or qualified acceptance shall be permitted. The effective date for start of provisional contract with the Selected Bidders shall be the date of acceptance of the order by the bidders.



Bank reserves its right to consider at its sole discretion the late acceptance of the order by selected Bidder.

The period of contract shall commence from the date of acceptance of the

order by the selected vendor.



5. TERMS & STIPULATIONS

5.1. Pricing Terms The pricing terms shall be as under:-

Pricing component Pricing metric

1. In-bound & Outbound calls handled by Agents

Price per FTE per month*

*These prices include the entire scope of work stated in this document in the aforesaid section and all infrastructure, IT and maintenance charges. The Vendor shall the quote the price as per Annexure 13 for initial number of FTEs and the incremental FTEs each year separately for all the 5 years. The Vendor may quote same/different prices for the FTEs in each of the years. 15 price quotes have to be quoted by the Vendors as per Annexure 13. Incremental FTEs mentioned in Annexure 13 are only for the purpose of calculating L1 price and the Bank does not offer any commitment on the ramping up of FTEs. The price quoted is inclusive of establishment of premises as required with scope for expansion of infrastructure/facilities to the Agents being deployed, meeting/compliance of obligations under the applicable statutory laws/labour laws, providing required equipments like hardware, telecommunication facilities and all such arrangements to establish a fully-fledged call center and the Bank shall not consider any payment over and above the price which is payable as per the pricing matrix in the form of rate per FTE. The Price offered to the Bank must be in Indian Rupees and inclusive of Duties/Insurance/Freight/charges of road permit but exclusive of Service Tax which is payable by the Bank as applicable from time to time. The payment made by the Bank shall be subject to deduction of penalties, if any, and statutory deductions such as TDS etc. Prices quoted must be firm till the completion of the contract.

5.1.1. For Inbound Calls

1. The expected call inflow is approximately around 1500 calls per day in the first

year of operations. The expected calls mentioned above are part of the calls, what is currently being supported by the Bank's existing Call Centre.

2. This capacity is currently forecasted capacity and Vendor must continue to provide support and maintain service levels throughout contract period irrespective of actual capacity.

5.1.2. Price per FTE per month (for Inbound/ outbound calls)

1. The Bank proposes to have - 5 FTEs for outbound calls in the first year of the

Vendor operations. The Vendor, however, should be in a position to scale up the number of seats within 3 weeks at the request of the Bank.



2. The Vendor is required to quote a price for one FTE for Inbound / Outbound equivalent to 182 login hours. The Vendor might deploy any number of shifts of any duration of hours. However, Bank shall consider the total logged in duration of agents in a month and divide the same by 182 to arrive at the number of agents. Sufficient FTEs shall be deployed in a shift (morning/general/night) to manage the call volumes during the particular shift to maintained the defined SLA.

Please note that an FTE is defined as an agent occupying a work station, deployed at any point in time when the Call Centre is up. (FTE does not include other staff members - quality teams, TLs, managers, support staff members, IT experts, etc). Billability for the agent shall be only after the successful completion of the induction training and deployment at the call center.

5.1.3. Invoicing and payment terms

The payment shall be released on monthly basis. Three copies of the monthly invoice should be submitted within 30 days from the end of each month. This shall also include all supporting documents on the basis of which the invoice has been prepared including (but not limited to) the following:

Total number of FTEs actually deployed

Performance report on all SLAs and KPIs and calculation of applicable penalties (if any)

Any other documents as applicable, as may be demanded by the Bank to ascertain the genuineness or accuracy of billing

The payment for the invoice received along with all stipulated supporting documents shall be done within 6 weeks of bill receipt date. Further, in relation to payment,

Bank will not pay any advance.

Bidder will be single point of contact for the Bank for any issues/problem related to Call Centre functioning provided / maintained by him.

The payments will be released centrally by the Bank at Mumbai through NEFT / RTGS after deducting TDS, Penlaty/LD if any, and the Selected Bidder has to provide necessary Bank Details like Account No., Bank‟s Name with Branch, IFSC Code etc.

The vendor will also provide complete break-up of inbound call timings including time spent at IVR so as to facilitate tallying of bills received by Bank from telecom service provider. 5.2. Service Level Agreement Compliance and Penalties The Vendor shall be responsible for deployment of systems that would capture all MIS and data regarding the call center that would be requested by the Bank. Any new MIS requirements by the Bank shall be carried out and met within 15 days and any exceptions to be mutually agreed. The Key SLAs that need to be captured by the systems and the related compliance clauses are as under:



a. System Availability

Availability is defined as the amount of time, if a customer had called; his call would have been attended to by an Agent at the call centre. It excludes any and every form of downtime which might prevent a caller's call from being answered.

Objective To ensure that the period in which no customer could have been serviced is not more than 0.3% of the total period.

Definition This is measured as Total down time minutes / Total minutes in a month. For example, if there were 2 hours in July when a customer's call could not have been answered, availability will be [100- {120/ (31days x 24 hours x 60 minutes)}x 100 ]=99.73%

Data Capture System availability should be captured by the IT systems at the Call Centre. Period of non-availability should be clearly split by causes i.e. power failure, network downtime, telecom link failure, manpower failure, hardware downtime etc.

Measurement Interval Daily

Reporting Period Monthly Service Level

Sl. No.

System availability value for month

Penalty

1 >= 99.73% Nil

2 > 99% but < 99.73% 1% of monthly billed amount

3 >= 98% but < 99% 2% of monthly billed amount

4 < 98% 4% of monthly billed amount

5 <95% 7% of monthly billed amount

6 <90% 10% of monthly billed amount

b. Call Queue Waiting Time

Objective To ensure that more than 90% of calls requesting to speak with an Agent are attended to within 30 seconds

Definition This is measured as 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.

Data Capture This will be captured from the time the customer has keyed the relevant number in the IVR option menu, for speaking to an Agent.


Reporting Period Monthly

Service Level

S. No.

Percentage of calls attended Penalty

1 > 90% calls attended within 30 seconds

Nil

2 <90% calls attended within 30 5% of monthly billed amount



seconds

c. Call abandonment rate (on ACD)

Objective To ensure that no more than 3% of calls requesting for an Agent go unattended.

Definition This is measured as: Number of calls abandoned on ACD/Number of calls which reached ACD

Data Capture The number of calls requesting for agents and the number of calls which are answered by the agents, both, would need to be captured



S. No Percentage of calls abandoned Penalty

1 < 3% Nil

2 Between 3%-5% 1% of monthly bill value


4 >8% 5% of monthly bill value

d. Call abandonment rate (on IVR)

Objective To ensure that no more than 2% of calls on IVR get abandoned without execution of a single function. This SLA will also help to ensure that menus/content on IVR are appropriately designed so that it does not take too long for the customers to be self-serviced through IVR

Definition This is measured as: Number of calls which were abandoned on IVR without execution of a single function/ Number of calls which reached IVR

Data Capture 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.



S. No Percentage of calls abandoned

Penalty

1 <2% Nil


3 >5% 2% of monthly bill value

e. Call Quality Score

Objective To measure the quality of calls being handled by the agents and ensure that certain standards are adhered to during the calls with respect to quality of information provided, diction, language, politeness etc.

Definition This is measured by scoring a random sample of calls on pre-defined parameters that would be shared with the Vendor at an



appropriate time

Data Capture The Call 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 that would be agreed upon. Bank will ensure that there are at least 2 dedicated employees from the Bank 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.

Measurement Interval

Daily

Reporting Period

Monthly

Service Level

S.No. Score on Call quality Penalty

1 > 85% Nil

2 Between 80% to 85% 5% of monthly billed value

3 Between 75% to 80% 7.5% of monthly billed value

4 < 75% 10% of monthly billed value

f. First Time Resolution

Objective To ensure that issues are resolved first time in the Call Centre.

Definition This is measured as: Number of calls in which issue was resolved in the first call itself/Number of calls for which an SMS was sent to test for FTR.

Data Capture An SMS will be sent to a random sample of customers. For e.g. every 5th customer who calls. This sample shall be dynamically defined by the Bank. Through this SMS, the customer will be requested to confirm whether his/her issue was resolved or not, to which the customer will respond with either a 'Yes' or 'No'. In case the customer does not respond to the SMS, it will be assumed that the issue has been resolved. In case the customer responds with a 'No', an outbound call will be made to the respective customer in order to resolve their issue. Once the issue has been resolved, it will be updated accordingly on Vendor's CRM.


Daily

Reporting Period

Monthly

Service Level

S. No. % of calls resolved first time Penalty

1 >95% Nil



4 < 85% 10% of monthly billed value



g. Short Logins for outbound calls

Objective To ensure the ordered number of Agents are provided by Vendor for outbound calling on each day.

Definition This is measured by tracking the total number of Agents who are present at the Call Centre on each day.


Reporting Period Daily

Service Level

S No. % of total Agents present on any day

Penalty

1 > 99% Nil

2 Between 90% to 99% 2% of daily billed value




6 < 50% 100% of daily billed value

h. Percentage of calls that fail to connect to call centre due to limited

infrastructure provided by vendor

Objective To measure the % of callers that fail to connect to call centre.

Definition This is measured as % of calls getting rejected at BSNL switch directly connected to the Call Centre due to limited infrastructure provided by the Vendors or fault in some element of the Call Centre, averaged over the month.

Data Capture The Vendors will carry out daily reconciliation after obtaining report from all connecting BSNL switches and the Call Centre system. Reconciled figures for all days in a month will be added up to arrive at monthly call failure figure.



Service Level

S No. % of calls that failed to connect to call centre

Penalty

1 <1 % Nil



4 > 5% 5% of daily billed value

i. Penalty for man-power requirements



Bank will also levy penalty in case the manpower profiles are not maintained as per Bank's requirement specified in Sec 2.4.1 or ratio of team structure is not maintained as given in this document. The penalty structure shall be of 2 types: 1) The personnel do not meet the minimum qualifications as laid out by Bank

for their designation/profile.

For assessing this requirement, the Bank may conduct periodic sample checks of the Agents at any time of the month. If any personnel are found to be not qualified, during the sample check, as per Bank‟s guidelines, 1% of the monthly amount payable for that month will be deducted. If more than 20% of the personnel are found to be not meeting the criteria during the sample check, 5% of the monthly amount payable for that month will be deducted.

2) The ratio of the team structure must be maintained as laid out by the Bank

If the number of Sr. CSAs is short by more than 10 at any point of time during

the month, 1% of the monthly amount payable for that month will be deducted. If the number is short by more than 30, 3% of the monthly amount payable for that month will be deducted and if the number is short by more than 50, 5% of the monthly amount payable for that month will be deducted.

If the number of TLs & AMs is short by more than 1 from the number stipulated as per Bank's required ratios, 1% of the monthly amount payable for that month will be deducted. If this number is short by more than 5, 3% of the amount payable for that month shall be deducted.

These penalties may be relaxed during the initial set-up period of the call centre i.e. the application of these penalties shall begin after three months of implementation.

j. Reporting Tool to calculate Performance Parameters

Vendor will provide a relevant tool to calculate performance parameters, the results of which may be vetted by the Bank independently. In case, any inaccuracy is found in the results of the tool for any parameter, the Bank may consider levying maximum penalty for that parameter.

k. Overall Penalty: The overall cap on monthly penalty of all SLAs shall be levied up to a maximum of 10% of monthly bill amount. However, if the maximum penalty limit is reached continuously for 2 billing months, then the penalty for the third month shall be levied at actuals or 25% of the monthly billed amount whichever is lower. To encourage better performance, the cap on monthly penalty shall be restored to 10% of the monthly billing amount if there is improvement in the performance under SLA parameters in the subsequent months. The method for calculating penalty shall be as under: While calculating penalty for the current month, the penalties levied for the previous 2 months shall be considered and if they are at maximum limit of 10% of monthly bill amount, then the penalty cap shall be increased to 25% of monthly bill amount and



the penalty shall be levied at actuals or 25% of monthly bill amount whichever is lower. l. Claw back: The Vendor will be entitled to claim back the penalties deducted under a particular category for a month by continuously improving performance under that category to above SLAs prescribed, for two successive months. Any claim made by the vendor will be limited to that respective financial year only. In any case, the aggregate of such claw-back will not exceed the balance of penalties yet to be re-claimed through claw-back mechanism. 5.3. Key Performance Indicator (KPI) Parameters Similar to SLAs defined in the above sections, there are other critical performance parameters that shall be tracked on a regular basis to evaluate the Call Centre performance. The Bank reserves the right to include any of these KPIs as part of the SLAs from a future date in consultation with the Vendor. Unlike SLAs, these KPIs shall not be linked to commercial penalties, but the Vendor is expected to maintain and ensure that its performance on these parameters is acceptable. In the quarterly review meetings, the Bank and Vendor shall jointly take decisions regarding acceptable performance, on different KPIs. The Bank may also decide on additional KPIs that would need to be monitored by the vendor and such additional KPIs will be provided by the vendor and monitored without any extra charges. a. IVRS Efficiency (% of calls disposed of successfully at IVR)

Objective To measure % of calls that are successfully disposed off by the IVR System. This is to track if appropriate capacity of IVR ports and quality of content is in place to achieve minimum successful disposal rate at IVR.

Definition This is measured as: Number of calls satisfactorily disposed off at IVR / Total number of calls reaching IVR. The calls considered disposed off at the IVR are the calls that are ended at a defined level in the IVR menu and which do not request for talking to the operator.

Data Capture The number of calls satisfactorily disposed off at IVR and the total number of calls reaching IVR, both, would need to be captured


Daily


Desired Level >33%

b. Average time taken for a customer to be disposed off at IVR

Objective It is a measure to ensure that the IVR menus/content is appropriately designed so that it does not take too long for



the customers to be self- serviced through IVR

Definition 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.

Data Capture This is measured from the time the customer reaches IVR to the time the customer is successfully disposed off from IVR (only for those calls in which the customer chooses to be serviced from IVR itself by keying in the required menu option and does not request to speak with an agent)


Daily


Desired level > 90% calls to be disposed off within 45 seconds to final service button press

c. Call handling efficiency of agents managing outbound calls:

Objective To measure the efficiency of agents in making outbound calls.

Definition This KPI measures the efficiency of operators in making outbound calls in terms of average:

Number of calls made by an agent per day Talk time taken to complete calls


Daily


Desired Level >125 completed calls per agent

5.4. Performance Guarantee and Security Deposit

The selected bidder should submit a Security Deposit / Performance Guarantee for 15% of total order value), within 30 days from the date of acceptance of the Order.

Security Deposit/Performance Bank Guarantee should be submitted by way of DD drawn on Dena Bank payable at Mumbai OR Bank Guarantee may be obtained from any of the Scheduled Banks (other than Dena Bank). The format of PBG is as required by the Bank as in Appendix D.

Security Deposit/Performance Bank Guarantee should be valid for the period of the contract i.e. 5 years and shall be retained till the completion of contract period. The guarantee should also contain a claim period of Three months from the last date of validity.

In case of due extension of the Contract, the validity period of the Performance Bank Guarantee should be got extended by the Vendor. The Bank reserves the right to invoke the bank guarantee incase the bidder fails to extend the guarantee.

The security deposit / bank guarantee will be returned to the bidder on completion of Contract Period.



The Bank shall invoke the Bank guarantee or adjust the security deposit before the expiry of validity, if work is not completed or if the selected bidder fails to complete the obligations under this RFP. The Bank may resort to similar action in case the penalties imposed by the Bank in this document are not sufficiently covered from regular payments. The Bank shall notify the selected bidder in writing before invoking the Bank guarantee / adjusting the security deposit.

5.5. Indemnity The Vendor shall agree fully and effectually to indemnify, defend and hold harmless the Bank and its officers, directors, employees, representatives, agents, and assigns (“Indemnified”) at its own expenses against the Losses suffered or incurred by the Bank as a result of any negligent or fraudulent act or omission by it and its employees, in breach of any of its obligations contained or referred to in proposed Agreement. In addition, the Vendor shall also agree to indemnify in full and hold harmless the Bank against the Losses claimed, made or incurred against the Bank arising out of or in connection with the performance or discharge of Vendor‟s obligations and duties under this proposed Agreement or in respect of any Losses sustained or suffered by any third party, otherwise than by the Bank's gross negligence or willful misconduct. The Vendor understands, acknowledges and agrees that this provision is the essence of the contract and, consequently, Vendor desires to provide the Bank (being indemnified) with specific contractual assurance of each Indemnifier's rights to full indemnification against any proceedings. If indemnification claim involves litigations from third party then the indemnification by Vendor shall be subject to:

a) The Bank having provided written notice within reasonable period of time about the event;

b) Subject to Applicable Laws, the Bank will provide to Vendor an opportunity to defend;

c) Bank reasonably cooperating with Vendor for defense of a third party claim; and

d) The Bank restricted from giving any press release that results in compromise of Vendor's defense of the indemnification.

5.6. Effective Date:

The effective date shall be date of acceptance of the order by the selected bidder. However, the bidder shall submit the acceptance of the order within seven days from the date of receipt of order. The Bank reserves the right to consider the late acceptance of the order, if any, at its discretion.

5.7. Project Execution:

The Bank and the selected bidders shall nominate a Project Manager each immediately on acceptance of the order, who shall be the single point of contact for the project at Mumbai. However, for escalation purpose, details of other persons shall also be given. The project managers nominated by the bidders should have



prior experience in implementing similar project. Project Kick-Off meeting should happen within 7 days from the date of acceptance of purchase order.

5.8. Contract Start Date:

Contract start date will be considered from Go-Live date.

5.9. Information Provided

This RFP document contains statements derived from information that is believed to be reliable at the date obtained but does not purport to provide all of the information that may be necessary or desirable to enable an intending Vendor to determine whether or not to enter into a contract or arrangement with Dena Bank in relation to the provision of Call Centre services. Neither Dena Bank nor any of its directors, employees, agents, contractors, or advisers gives any representation or warranty, express or implied as to the accuracy or completeness of any information or statement given or made in this RFP document. 5.10. Confidentiality

The RFP document is confidential and is not to be reproduced, transmitted, or made available by the Vendor to any other party. The RFP document is provided to the Vendor on the basis of the undertaking of confidentiality given by the Vendor to Dena Bank. The Bank reserves the right to update or revise the RFP document or any part of it prior to opening of responses by the Vendors. Bank shall provide the revised RFP document, if any, to all the short-listed Vendors of RFP, through appropriate mode of communication. Bank shall also consider providing additional time to submit the responses to RFP. The Vendor acknowledges that any such revised or amended document is received subject to the same terms and conditions as this original and subject to the same confidentiality undertaking. 5.11. Vendor

The RFP document is intended solely for the information of the party to whom it is issued (“the Vendor”) and no other person or organisation. 5.12. Questions & Clarifications

The bidder will not disclose or discuss the contents of the RFP document with any officer, employee, consultant, director, agent, or other person associated or affiliated in any way with Dena Bank or any of its customers, suppliers, or agents without the prior written consent of Dena Bank, except to the extent provided herein below of this RFP document. Vendors are required to direct all communications related to this RFP, to the address mentioned in the RFP. All questions relating to the RFP, technical or otherwise, must be in writing only to the above nominated Point of Contact. The Bank will answer all communications initiated by bidders as per the time frame mentioned in Bid Details at page 2 of this Document. However, the Bank may in its absolute discretion seek additional information or material from any Vendor after the time frame for submission of Response to RFP. Vendors should provide details of their email addresses.



Response to any query raised through nominated Point of Contact person, will only be provided to the bidders via email and/or on the website of the Bank. If the Bank in its absolute discretion deems that the originator of the question will gain an advantage by a response to a question, the Bank reserves the right to communicate such response to all bidders. The Bank reserves the right not to communicate certain information for clarifications sought by the bidder if the Bank finds that it is against the interests of the Bank. The Bank may in its absolute discretion engage in discussion with any bidder (or simultaneously with more than one bidder) after the Response closes to improve or clarify any response. 5.13. Disclaimer

Subject to any law to the contrary, and to the maximum extent permitted by law, Dena Bank and its officers, directors, employees, contractors, agents, and advisers disclaim all liability from any loss or damage (whether foreseeable or not) suffered by any person acting on or refraining from acting because of any information including forecasts, statements, estimates, or projections contained in this RFP document or conduct ancillary to it whether or not the loss or damage arises in connection with any negligence, omission, default, lack of care or misrepresentation on it. 5.14. Cost Borne by Bidders

All costs and expenses incurred by bidders 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 Dena Bank, will be borne entirely and exclusively by the Vendors. 5.15. No Legal Relationship No binding legal relationship will exist between any of the bidders and Dena Bank until execution of a contractual agreement. 5.16. No Bidder's obligation to information The bidders will use their own resources to conduct any enquiry to carry out their own analysis regarding any information contained in the RFP document and draw meaning of that information for their satisfaction and use.

5.17. Errors & Omissions

Each bidder should notify Dena Bank of any error, omission, or discrepancy found in this RFP document, not later to the date of closing for submission of RFP response. 5.18. Acceptance of Terms



A bidder will, by submitting the Bid/Proposal in response to this RFP document shall be deemed to have accepted all the terms and conditions of this document.

5.19. Code of conduct It is the objective of the Bank to obtain the best services possible by giving fair and impartial consideration to all Vendors invited to accept RFP for submitting Response to RFP. Every potential Vendor will be considered on fair and equal basis. 5.20. Notification Bank will notify Vendor in writing about the outcome of their RFP evaluation process, including whether the Vendor Bid has been accepted or rejected. The Bank is not obliged to provide any reasons for any such acceptance or rejection. 5.21. Disqualification Any form of canvassing/lobbying/influence regarding short listing, status etc. will be regarded as disqualification. 5.22. Responsibility of Vendor for Bank‟s Property Vendor shall take due care of computer hardware, software, furniture, telephones and / or any other equipment, if any, provided by the Bank at Call Centre premises and shall be responsible for any loss or damage caused to the Bank‟s property/items due to their negligence. The Vendor will not use the above mentioned items / facilities for any other purpose except in accordance with the direction of the Bank. Further, the Vendor or their staff will not get any claim or right like tenancy or otherwise over the items/infrastructure of Bank by merely utilizing the same during the given assignment. 5.23. No outsourcing by Vendor The selected Vendor will undertake to provide the Call Centre services required in this RFP to the Bank and will not outsource or subcontract any or all of the services being offered to Bank to any company or to a company fully / partly owned by the Vendor, except with the written consent of the Bank. 5.24. Acts of CSAs / Sr. CSAs

The vendor shall solely be responsible for all acts of omissions / commissions made by all the CSAs/ Sr. CSAs. 5.25. Access to Outsiders

The Vendor shall not provide access to any systems, data, infrastructure or premises to any unauthorized/outside persons/entities without the written consent of the Bank. 5.26. Evaluation of Offers



Each bidder acknowledges and accepts that Dena Bank may in its absolute discretion apply whatever criteria it deems appropriate in the selection of Vendor to submit a response including, but not limited to, those selection criteria set out in this RFP document. Bank has no obligation to make public the detailed results, of the RFP evaluations, the reasons for selection of Vendor, reasons why a specified Vendor was not selected, or the name of the final Vendor. 5.27. Non-disclosure All Bank‟s product and process details, documents, data, applications, software, systems, papers, statements and business/customer information (hereinafter referred to as 'Confidential Information') which may be communicated to or come to the knowledge of Vendor and/or its employees during the course of discharging their obligations shall be treated as absolutely confidential and Vendor and its employees shall keep the same secret and confidential and not disclose the same, in whole or in part to any third party without the prior written permission of Bank nor shall use or allow to be used any information other than as may be necessary for the due performance by Vendor of its obligations. Vendor shall indemnify and keep Bank indemnified safe and harmless at all times against all or any consequences arising out of any breach of this undertaking regarding Confidential Information by Vendor and/or its employees and shall immediately reimburse and pay to Bank on demand all damages, loss, cost, expenses or any charges that Bank may sustain suffer, incur or pay in connection therewith. It is clarified that “Confidential Information” means any and all information that is or has been received by the Vendor (Receiving Party) from the Bank (Disclosing Party) and that (a)relates to the Disclosing Party and (b) is designated by the Disclosing Party as being confidential or is disclosed in circumstances where the Receiving Party would reasonably understand that the disclosed information would be confidential (c) is prepared or performed by or on behalf of the Disclosing Party by its employees, officers, directors, agent, representatives or consultants. In maintaining confidentiality, the Receiving Party on receiving the confidential information and material agrees and warrants that it shall take at least the same degree of care in safeguarding such confidential information and materials as it takes for its own confidential information of like importance and such degree of care shall be at least, what reasonably calculated to prevent such inadvertent disclosure. Also, keep the confidential information and confidential materials and any copies thereof secure and in such a way so as to prevent unauthorized access by any third Party. The Receiving Party, who receives the confidential information and the materials, agrees that on receipt of a written demand from the Disclosing Party, they will immediately return all written confidential information and materials and all copies thereof provided to and which is in Receiving Party's possession or under its custody and control. The Receiving Party to the extent practicable, immediately destroy all analyses, compilation, notes studies memoranda or other documents prepared by it and the same contain, reflect or derive from confidential information relating to the Disclosing Party. The Receiving party immediately expunge any confidential information, word processor or other device in its possession or under its custody & control and thereafter furnish a Certificate signed by the Authorized person confirming that to the best of his/her knowledge, information and belief,



having made all proper enquiries and the requirement of confidentiality aspect has been complied with. The restrictions mentioned hereinabove shall not apply to:

a) Any information that publicly available at the time of its disclosure or

become publicly available following disclosure (other than as a result of disclosure by the disclosing Party contrary to the terms of this document) or any information which is independently developed by the Receiving Party or acquired from a third party to the extent it is acquired with the valid right to disclose the same.

b) Any disclosure required by law or by any court of competent jurisdiction,

the rules and regulations of any recognized stock exchange or any enquiry or investigation by any government, statutory or regulatory body which is lawfully entitled to require any such disclosure provided that, so far as it is lawful and practical to do so prior to such disclosures, the Receiving Party shall promptly notify the Disclosing Party of such requirement with a view to providing the Disclosing Party an opportunity to obtain a protective order or to contest the disclosure or otherwise agree to the timing and content of such disclosure.

c) The confidential information and material and all copies thereof, in whatsoever form shall at all the times remain the property of the Disclosing Party and disclosure hereunder shall not confer on the Receiving Party any rights whatsoever beyond those contained in this document. The confidentiality obligations shall survive the expiry or termination of the proposed Agreement between the Bank and Vendor.

This clause shall survive the termination or expiry of the agreement.

5.28. Inspection & Audit

All activities as per the scope of the RFP under or in course of execution or executed in pursuance of the Contract shall be at all times be open and accessible to the inspection and supervision of the officials of the Bank in charge of the work or any Consultant of the Bank and the inspecting officials from statutory authorities such as Central Vigilance Commission. Bank reserves the right to conduct an audit/ ongoing audit of the services provided by Vendor. The Bank shall be given access to all books, records and information relevant to the outsourced activity available with the vendor. Further, requisite audit trails and logs for administrative activities should be retained and accessible to the Bank. Vendor shall provide the Bank with the right to conduct audits on the vendor whether by its internal or external auditors, or by external specialists appointed to act on its behalf and to obtain copies of any audit or review reports and findings made on the vendor in conjunction with the services performed for the Bank.



Vendor should allow the Reserve Bank of India (RBI) or persons authorized by it to access Bank documents, records or transaction or any other information given to, stored or processed by Vendor within a reasonable time failing which Vendor will be liable to pay any charges/ penalty levied by RBI. Vendor should recognize the right of the Reserve Bank to cause an inspection to be made of the vendor and its books and account by one or more of its officers or employees or other persons. Vendor should allow the Reserve Bank of India (RBI)

to conduct audit or inspection of its Books and account with regard to Bank’s

documents by one or more RBI officials or employees or other persons duly authorized by RBI. Vendor should implement Information Security Policy of the Bank, as amended from time to time, for its call centre operations. Bank reserves the right to conduct Information Security Audit of call centre operations of the Vendor at periodic intervals. 5.29. Force Majeure Should either party be prevented from performing any of its obligations under this proposal by reason of any cause beyond its reasonable control, the time for performance shall be extended until the operation or such cause has ceased, provided the party affected gives prompt notice to the other of any such factors or inability to perform, resumes performance as soon as such factors disappear or are circumvented. If under this clause either party is excused performance of any obligation for a continuous period of 90 days, then the other party may at any time hereafter while such performance continues to be excused, terminate this agreement without liability, by notice in writing to the other. "Force Majeure Event" means any event due to any cause beyond the reasonable control of the Party, including, without limitation, unavailability of any communication system, sabotage, fire, flood, explosion, acts of God, civil commotion, strikes or industrial action of any kind, riots, insurrection, war or acts of government.

5.30. Intellectual Property Rights:

Bidder warrants that the inputs provided shall not infringe upon any third party intellectual property rights, including copyrights, patents and other intellectual property rights of any nature whatsoever. Bidder warrants that the deliverables shall not infringe upon any third party intellectual property rights, including copyrights, patents and other intellectual property rights of any nature whatsoever. The bidder should ensure that the Hardware and Software supplied to the Bank shall not infringe the third party intellectual property rights, if any. The bidder has to ensure that third party rights are not infringed even in case of equipment /software supplied on behalf of consortium as bidder.

In the event that the Deliverables become the subject of claim of violation or infringement of a third party‟s intellectual property rights, bidder shall at its



choice and expense: [a] procure for Bank the right to continue to use such deliverables; [b] replace or modify such deliverables to make them non-infringing, provided that the same function is performed by the replacement or modified deliverables as the infringing deliverables; or [c] if the rights to use cannot be procured or the deliverables cannot be replaced or modified, accept the return of the deliverables and reimburse Bank for any amounts paid to bidder for such deliverables, along with the replacement costs incurred by Bank for procuring an equivalent equipment in addition to the penalties levied by Bank. However, Bank shall not bear any kind of expense, charge, fees or any kind of costs in this regard. Notwithstanding the remedies contained herein, the bidder shall be responsible for payment of penalties in case service levels are not met because of inability of the Bank to use the proposed solution.

The indemnification obligation stated in this clause apply only in the event that the indemnified party provides the indemnifying party prompt written notice of such claims, grants the indemnifying party sole authority to defend, manage, negotiate or settle such claims and makes available all reasonable assistance in defending the claims [at the expenses of the indemnifying party]. Notwithstanding the foregoing, neither party is authorized to agree to any settlement or compromise or the like which would require that the indemnified party make any payment or bear any other substantive obligation without the prior written consent of the indemnified party. The indemnification obligation stated in this clause reflects the entire liability of the parties for the matters addressed thereby.

The bidder acknowledges that business logics, work flows, delegation and decision making processes of Bank are of business sensitive nature and shall not be disclosed/referred to other clients, agents or distributors of Hardware/Software.

5.31. Publicity Vendor, either by itself or through its group companies or Associates, shall not use the name and/or trademark/logo of Bank, in any sales or marketing publication or advertisement or in any other manner without the explicit written permission of the Bank. 5.32. Amendments Any provision of contract may be amended or waived, if and only if such amendment or waiver is in writing and signed, in the case of an amendment by each Party, or in the case of a waiver, by the Party against whom the waiver is to be effective.

5.33. Assignment Selected Vendor shall not assign, in whole or in part, the benefits or obligations of contract to any other person without the prior written consent of the Bank, such consent not to be unreasonably withheld. Bank may assign any of its rights and obligations to any of its Affiliates without prior consent of Vendor.



If the Bank undergoes a merger, amalgamation, take-over, consolidation, reconstruction, 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 of the Vendor under this RFP.

5.34. Captions and headings The captions and headings in this RFP are for convenience only and are not intended to be full or accurate descriptions of the contents thereof. They shall not be deemed to be part of this RFP and in no way define, limit, extend or describe the scope or intent of any provisions hereof. 5.35. Contractual Commitment

Should the bidder be an Award Vendor, the contents of its Response to RFP, including any material submitted in the Response to RFP, may on mutual consent be incorporated by reference or integrated as obligations in the formal Service contract and / or Service Level Agreement (SLA), to be drafted by Bank. 5.36. Execution of Agreement:

The selected vendor shall execute a stamped “Contract Agreement/Service Level Agreement” with the Bank containing the terms of RFP as finalized and mutually agreed upon within 30 days from the date of acceptance of the Order at the time and place indicated by the bank. Failure to execute the Contract Agreement makes the EMD liable for forfeiture at the discretion of the Bank and also rejection of the selected Bidder.

The Contract Agreement shall include all terms, conditions and specifications of RFP and also the Price, as agreed finally after Bid evaluation and negotiation.

5.37. General Contract Agreement Conditions:

All remedies of either Bank or Bidder under the Agreement whether provided herein or conferred by statute, civil law, common law, custom, or trade usage, are cumulative and not alternative may be enforced successively or concurrently.

If any provision of Agreement or the application thereof to any person or Party [Bank/Bidder] is or becomes invalid or unenforceable or prohibited by law to any extent, this Agreement shall be considered divisible as to such provision, and such provision alone shall be inoperative to such extent and the remainder of the Agreement shall be valid and binding as though such provision had not been included. Further, the Parties [Bank and Bidder] shall endeavor to replace such invalid, unenforceable or illegal provision by one that is valid, enforceable, and legal and achieve substantially the same economic effect as the provision sought to be replaced.

None of the provisions of Agreement shall be deemed to constitute a partnership between the Parties [Bank and Bidder] and neither Party [Bank nor Bidder] shall have any right or authority to bind the other as the other‟s



agent or representative and no Party shall be deemed to be the agent of the other in any way.

Agreement shall not be intended and shall not be construed to confer on any person other than the Parties [Bank and Bidder] hereto, any rights or remedies herein.

Agreement shall be executed in English language in 1 (one) original, the Bank receiving the duly signed original and bidder receiving the duly attested photocopy. Contract/Service Level Agreement (SLAs) and Non disclosure Agreement (NDA) will have to be executed with the Bank with uptime guarantee clause for all installations.

5.38. General Order Terms:

Normally, the Order will be placed on the successful bidder as per the details given in the bid document. But, if there is any change in name/address/constitution of the bidding Firm/Company at any time from the date of bid document, the same shall be informed by the bidders to the Bank immediately. This shall be supported with necessary documentary proof or Court orders, if any. Further, if the bidding Firm/Company is undergoing any re-organisation/restructuring/merger/demerger and on account such a change the Firm/Company is no longer performing the original line of business, the same shall be informed to the Bank. There shall not be any delay in this regard. The decision of the Bank to place orders or otherwise under such situation shall rests with the Bank and the decision of the Bank is final.

5.39. Cancellation of contract and compensation The Bank reserves the right to cancel the contract of a shortlisted Vendor at any time by assigning appropriate reasons and recover expenditure incurred by the Bank in the event of one or more of the following conditions:

a) Non submission of acceptance of order within 7 days of order

b) Excessive delay in execution of order placed by the Bank

c) The selected Vendor commits a breach of any of the terms and conditions of the RFP/SLA.

d) The selected Vendor becomes insolvent or goes into liquidation voluntarily or otherwise.

e) The progress regarding execution of the contract, made by the selected Vendor is found to be unsatisfactory

f) If the selected Vendor fails to complete the due performance of the contract in accordance with the agreed terms and conditions

g) An attachment is levied or continues to be levied for a period of 7 days upon effects of the tender.

h) Non Submission of Performance Bank Guarantee within the stipulated time limits



In addition to the cancellation of purchase order, the Bank reserves its right to invoke the Bank Guarantee or foreclose the Security Deposit given by the bidder towards non-performance/non-compliance of the terms and conditions of the contract, to appropriate towards damages.

The Bank is not liable to pay any compensation to the affected vendor for such cancellation / foreclosure of the contract.

5.40. Applicable law and jurisdictions of court The Contract with the selected Vendor shall be governed in accordance with the Laws of India for the time being in force and will be subject to the exclusive jurisdiction of Courts at Mumbai (with the exclusion of all other Courts). 5.41. Resolution of Disputes and Arbitration clause The Bank and the Vendor shall make every effort to resolve any disagreement or dispute amicably, arising in connection with the Contract, by direct and informal negotiation between the designated Officer of the Bank for Call Centre and designated representative of the Vendor. If designated Officer of the Bank for Call Centre and representative of Vendor are unable to resolve the dispute within reasonable period as deemed fit by the Bank, they shall immediately escalate the dispute to the senior authorized personnel designated by the Bank and Vendor respectively. If even elapse of reasonable period as deemed fit by the Bank, after the commencement of such negotiations, both the parties are unable to resolve contractual dispute amicably, Bank can refer the dispute or disagreement to formal arbitration by appointing a sole Arbitrator under the provisions of Indian Arbitration & Conciliation Act, 1996. The arbitration will be in English. The venue for such Arbitration shall be Mumbai. 5.42. Negligence:

In connection with the work or contravention of the provisions of General Terms, if the selected bidder neglects to execute the work with due diligence or expedition or refuses or neglects to comply with any reasonable order given to him in writing by the Bank, in such eventuality, the Bank may after giving notice in writing to the selected bidder calling upon him to make good the failure, neglect or contravention complained of, within such times as may be deemed reasonable and in default of the said notice, the Bank shall have the right to cancel the Contract holding the selected bidder liable for the damages that the Bank may sustain in this behalf. Thereafter, the Bank may make good the failure at the risk and cost of the selected bidder.

5.43. Responsibility for Completeness

The bidder shall ensure that the Solution provided meets all the technical and functional requirements as envisaged in the scope of the RFP. The bidder is required to customize the software/develop interface as per Bank‟s requirement either at Bank‟s site or at off site.



The bidder shall deliver, install the equipment and port the software, customize and arrange for user acceptance test at bidder‟s cost as per accepted time schedules. The bidder is liable for penalties levied by Bank for any deviation in this regard. The bidder shall provide for all tools, testing instruments, drivers, consumables required to install, customize and test the software without any further charge, expense and cost to Bank.

5.44. Responsibilities of the Bidder.

By submitting a signed bid/response to this RFP the Bidder certifies that:

The Bidder has arrived at the prices in its bid without agreement with any other bidder of this RFP for the purpose of restricting competition.

The prices in the bid have not been disclosed and shall not be disclosed to any other bidder of this RFP.

No attempt by the Bidder to induce any other bidder to submit or not to submit a bid for restricting competition has occurred.

The staff entrusted shall always maintain the decorum and dignity. The Bank shall not be responsible for any untoward incidents attributed to the staff entrusted to carry out this solution/services.

5.45. Corrupt and Fraudulent Practices

As per Central Vigilance Commission (CVC) directives, it is required that Bidders /Suppliers / Contractors observe the highest standard of ethics during the procurement and execution of such contracts in pursuance of this policy.

"Corrupt Practice" means the offering, giving, receiving or soliciting of anything of values to influence the action of an official in the procurement process or in contract execution.

"Fraudulent Practice" means a misrepresentation of facts in order to influence a procurement process or the execution of contract to the detriment of the Bank and includes collusive practice among bidders (prior to or after bid submission) designed to establish bid prices at artificial non-competitive levels and to deprive the Bank of the benefits of free and open competition.

The Bank reserves the right to reject a proposal for award if it determines that the bidder recommended for award has engaged in corrupt or fraudulent practices in competing for the contract in question.

The Bank reserves the right to declare a firm ineligible, either indefinitely or for a stated period of time, to be awarded a contract if at any time it determines that the firm has engaged in corrupt or fraudulent practices in competing for or in executing the contract. The decision of Bank in determining the above aspects will be final and binding on the all the Bidders. No Bidder shall contact through any means of communication the Bank or any of its employees on any matter relating to its Bid, from the time



of Bid opening to the time the contract is awarded. If the bidder wishes to bring additional information to the notice of the Bank, it may do so in writing.

5.46. Integrity Pact

As per Central Vigilance Commission (CVC) directives, it is required that Bidders /Suppliers / Contractors observe the highest standard of ethics during the procurement and execution of such contracts in pursuance of this policy. Further, all bidders need to submit an “Integrity Pact” as per Appendix G on non judicial stamp paper of Rs. 200/-. As per the above pact, an Independent External Monitor (IEM) shall be nominated by the Bank.

5.47. Modification/Cancellation of RFP:

The Bank reserves the right to modify/cancel/re-tender the RFP without assigning any reasons whatsoever. The Bank shall not incur any liability to the affected bidder(s) on account of such rejection. Bank shall not be obliged to inform the affected bidder(s) of the grounds for the Bank's rejection/cancellation.



ANNEXURE-1

Checklist

ANNEXURES & APPENDICES (To be submitted with Part A- conformity to eligibility criteria)

No DESCRIPTION Tick

appropriate box

1 Checklist YES/NO

2 Vendor‟s Profile YES/NO

3 Eligibility Criteria Declaration YES/NO

4 Bid Covering Letter Format YES/NO

5 Reference Site Details YES/NO

6 Non-Disclosure Agreement

YES/NO

-- DD for Application Money YES/NO

E EMD / Bank Guarantee in lieu of EMD YES/NO

G Intergrity Pact as per Appendix G on non judicial stamp paper of Rs. 200/-

YES/NO

ANNEXURES (To be submitted with Part B-Technical Proposal)

8 Technical Bid Covering Letter Format YES/NO

8A – 8E Technical proposal YES/NO

9 Compliance Statement YES/NO

10 Undertaking Letter pertaining to Taxes and TDS YES/NO

11 Escalation Matrix YES/NO

13 Masked Price Bid YES/NO

14 Undertaking letter on Vendor‟s Letter Head regarding the validity period of the documents

YES/NO

ANNEXURES (To be submitted with Part-C -Price Bid)

12 Covering Letter for Price Bid YES/NO

13 Price Bid YES/NO

Vendor has to verify the checkpoints and ensure accuracy of the same before submission of the bid.

Checked for accuracy

Date

Signature with Seal Name : Designation :



Sl. No.

Annexure-1: Other Clauses

Vendor Response

[Tick appropriate

box]

Page No. at which details

are enclosed

1. Whether Cost of the Tender document (Demand Draft payable at Mumbai) is submitted along with the Part A-Conformity to Eligibility Criteria?

YES/NO

2. Whether EMD / Bank guarantee Submitted in the Part A- Conformity to Eligibility Criteria? YES/NO

3. Whether the Bid is authenticated by authorized person? Copy of Power of Attorney or Authorization letter from the company authorizing the person to sign the bid document to be submitted in Part A-Conformity to Eligibility Criteria

YES/NO

4. Whether Call log in Procedure, Preventive and Break down/Corrective Maintenance is provided? YES/NO

5. Whether all pages are authenticated with signature and seal (Full signature to be affixed and not initials).Erasures / Overwriting / Cutting / Corrections authenticated Certification / Undertaking is authenticated?

YES/NO

6. Whether address of Office on which order has to be placed is indicated in ANNEXURE-2 YES/NO

7. Whether ensured that, the separately sealed envelopes containing Part A-Conformity to Eligibility Criteria, Part B-Technical Proposal and Price Bid for SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALL CENTRE OPERATIONS ON FULLY OUTSOURCED MODEL are placed and sealed in another big envelope super scribed as per RFP instructions. The Name of the Bidder and Due date of the RFP is specified on the top of the envelope.

YES/NO

8. Whether ensured Indexing of all Documents submitted with page numbers? YES/NO

9. Whether replica of Price Bid (Masked price bid) as per Bill of Material is submitted in Technical-Part-B.

YES/NO

Vendor has to verify the above checklist and ensure accuracy of the same before submission of the

bid.

Checked for accuracy

Date




ANNEXURE-2

Vendor‟s Profile

Sl. No

Particulars Details

A Company Profile

1. Name of the Bidder /Firm / Company

2. Constitution

3. Date of Establishment/Incorporation

4.

Address (Order to be placed on which Office)

Registered Office

Corporate Office

5.

Telephone No

FAX No

E-mail Address

Website

6.

Turnover.

2012-2013

2013-2014

2014-2015

7.

Domestic Customer Base (Number and address of Public/Private Sector Scheduled commercial Bank) where Call Centre operation has been implemented and is currently running successfully.

Copy of related purchase orders to be enclosed for evidence.

8.

Our PAN number for Income Tax is ------

We are registered with the Sales Tax/Service Tax authorities and our registration numbers are as follows.

Sales Tax/VAT Registration Number is -------

Service Tax Registration Number is ---------

Bank Details

Name and Style of Bank Account

Name of the Bank and Branch address

Account Number

RTGS / NEFT Code

9

Please indicate whether any bankruptcy / winding up proceedings initiated against the bidder or its tie-up partner at any point in time? Whether any of the accounts of the bidder has been declared as NPA by any Bank/Financial Institutions



10

Total Call Centre related project implemented in Banking sector in India. Copy of the related purchase orders to be enclosed for justification

Date


[Note: These details should be on the letter head of Bidder and should be signed by an Authorized Signatory with Name and Seal of the Company]



ANNEXURE-3 Eligibility Criteria Declaration

Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102

SUB: RFP for “SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALL CENTRE OPERATIONS ON FULLY OUTSOURCED MODEL”

Ref: Your RFP HO/ITD/201/ 2016 dated 04/04/2016 We have carefully gone through the contents of the above referred RFP and furnish the following information relating to Eligibility Criteria.

Sl. No.


1. The bidder must be a Public/Private Limited Company registered in India under the Companies Act, 1956 and should have been in operation for at least 5 years as on 31.03.2015. In case the current vendor 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 31.03.2015.

Copy of Certificate of Incorporation and Certificate of Commencement of business in case of Public Limited Company or Certificate of incorporation in case Private Limited Company, issued by the Registrar of Companies.

2. The bidder or its wholly owned subsidiary which is providing BPO/Call Centre services must be profitable and have operating profit from its Call Centre Operations based in India during any two of the last three financial years, i.e., 2012-13, 2013-14 and 2014-15 audited figures

Copies of audited balance sheets and Profit & Loss statements for the last three financial years (i.e. audited statements for 2012-13, 2013-14 and 2014-15) should be submitted along with the offer. In the event that profit is not publically reported for the Indian call centre operations of the vendor / its subsidiary, a certificate to this effect from a Chartered Accountant should be provided.

3. The bidder or its wholly owned subsidiary providing BPO/Call Centre services must have registered itself with Department of Telecommunication (DoT) / TRAI. All required permission to run Call Centre / business operations shall be available from state, central, regulatory, tax authorities and all other concerned authorities.

Bidder to submit DOT/TRAI certificate for locations/ centres.



Sl. No.


4. 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. If a bidder chooses not to disclose any such issue, and the same comes to Bank‟s notice at a later date, the Bank will be free to revoke any contract entered with the vendor at its discretion.

Self-Declaration from the bidder to be submitted.

5. The bidder or its wholly owned subsidiary providing BPO/Call Centre services should be operating with an aggregate of at least 1,000 Full Time Equivalents (FTEs) for its Call Centre Voice Operations based in India catering to domestic clients during last financial year, i.e. 2014-15.

Please provide letter from client/ LOI/ Agreement with the client to this effect.

6. The Clientele of the bidder or its wholly owned subsidiary must include at least one reputed Scheduled Commercial Bank (Indian / Foreign Bank, operating in India) with total annual business (Deposits + Advances) exceeding Rs.1.5 lakh crore during the last financial year, i.e. 2014-15 for whom the vendor has set up a Call Centre of at least 50 FTEs. Alternatively, the bidder should have a Call Centre of at least 200 FTEs for Indian PSU/Government Organization or 500 FTEs from a single client.

Please provide letter from client/ Agreement

7. The bidder should have obtained ISO/IEC 27001:2013 certification.

Bidder to submit Certificate

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

Bidder to submit Self certification

9. Bidder‟s yearly gross revenue from India domestic call centre voice operations should be minimum of Rs. 50.00 Crores during last three financial years, i.e. FY 2014-15, 2013-14 and 2012-13.

Copies of audited balance sheets and Profit & Loss statements for the last three financial years (i.e. for 2012-13, 2013-14and 2014-15) or letter from Chartered Accountant should be submitted along with the offer.

10. As per Central Vigilance Commission (CVC) directives, it is required that Bidders /Suppliers / Contractors observe the highest standard of ethics during the procurement and execution of such contracts in pursuance of this policy. Further, all bidders to submit an “Integrity Pact” as per Appendix G on non judicial stamp paper of requisite value.

Bidder to sign & submit the “Integrity Pact” letter as per Appendix G on non judicial stamp paper of Rs. 200/-



We confirm that the information furnished above is true and correct. We also note that, if there are any inconsistencies in the information furnished above, the bid is liable for rejection. Date




ANNEXURE-4

Bid Covering letter format

Reference No: Date: Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102 Dear Sir, SUB: RFP for “SELECTION OF VENDOR FOR SETTING UP AND MANAGEMENT OF CALL

CENTRE OPEARATIONS ON FULLY OUTSOURCED MODEL” Ref: Your RFP HO/ITD/201/2016 date: 04/04/2016 Having examined the tender document including all Annexures the receipt of which is hereby duly acknowledged, we, the undersigned, offer to provide the CALL CENTRE SERVICES ON FULLY OUTSOURCED MODEL in conformity with the said tender in accordance with the schedule of prices indicated in the commercial offer and made part of this offer. If our offer is accepted we are ready to provide the solution within 4 months as per the purchase order. If our offer is accepted, we undertake to provide Technical consultancy / Service support / Guidance for the devices supplied as per the above referred RFP, during the 5 years contract period. We enclose a Demand Draft /Bank Guarantee in lieu of EMD for Rs. 20,00,000/- (Rupees Twenty Lakhs only) in favor of Dena Bank as EMD and Application money for Rs. 10,000/- (Rupees Ten Thousand Only) in the form of Demand Draft in favor of Dena Bank, payable at Mumbai (Non-refundable). We agree to abide by this offer till 180 days from the date of opening of Price Bid and for such further period as mutually agreed between the bank and successful bidder, and agreed to in writing by the bidder. We also agree to keep the Earnest Money Deposit/Bank Guarantee in lieu of EMD during the entire validity period of the tender. However if we withdraw our offer within the said validity period, you shall have the right to forfeit the EMD/invoke the Bank Guarantee in lieu of EMD, without reference to us. We agree to abide by and fulfil all the terms and conditions of the tender and in default thereof, to forfeit and pay to you or your successors, or authorized nominees such sums of money as are stipulated in the conditions contained in tender together with the return acceptance of the contract. We enclose a list of clients in India (giving their full addresses) where we have established the Call Centre. We accept all the Instructions, Technical Specifications, Terms and Conditions and Scope of Work of the subject RFP. We understand that the Bank is not bound to accept the lowest or any offer the Bank may receive without assigning any reason whatsoever. Date




ANNEXURE-5

Reference Site Details

Sl. No.

Name of Implementation/Client

1. Successful establishment of Call Centre for Bank. The following details may be given Bank wise

2. Bank‟s Contact details: Name Designation Mobile number Email

3. Volume handled for Inbound calls, Outbound calls, abandonment rate etc. per day for the client. (submit latest month‟s invoice paid by respective scheduled commercial banks, clearly stating the volume of Inbound calls, outbound Calls, Abandonment rate)

4. Time taken for implementation

5. Whether Dena Bank can contact reference site to seek further information

Date




ANNEXURE-6

Non-Disclosure Agreement (To be given on the Company‟s Letter Head)

WHEREAS, we, _______________________________________________________________, having Registered Office at __________________________________, hereinafter referred to as the Bidder, are agreeable to provide Call Centre solutions to Dena Bank, having its registered office at Dena Corporate Centre, C-10, G-Block, BKC, Bandra East, Mumbai 400051, hereinafter referred to as the BANK and, WHEREAS, the Bidder understands that the information regarding the Bank‟s Call Centre Services shared by the BANK in their Request for Proposal is confidential and/or proprietary to the BANK, and WHEREAS, the Bidder understands that in the course of submission of the offer for providing the solution of “CALL CENTER SERVICES ON FULLY OUTSOURCED MODEL” and/or in the aftermath thereof, it may be necessary that the Bidder may perform certain jobs/duties on the Banks properties and/or have access to certain plans, documents, approvals or information of the BANK; NOW THEREFORE, in consideration of the foregoing, the Bidder agrees to all of the following conditions, in order to induce the BANK to grant the Bidder specific access to the BANK‟s property/information. The Bidder will not publish or disclose to others, nor, use in any services that the Bidder performs for others, any confidential or proprietary information belonging to the BANK, unless the Bidder has first obtained the BANK‟s written authorization to do so.

The Bidder agrees that notes, specifications, designs, memoranda and other data shared by the BANK or, prepared or produced by the Bidder for the purpose of submitting the offer to the BANK for the said solution, will not be disclosed to during or subsequent to submission of the offer to the BANK, to anyone outside the BANK.

The Bidder shall not, without the Bank‟s written consent, disclose the contents of this Request for Proposal (Bid) or any provision thereof, or any specification, plan, pattern, sample or information (to be) furnished by or on behalf of the BANK in connection therewith, to any person(s) other than those employed/engaged by the Bidder for the purpose of submitting the offer to the BANK and/or for the performance of the Contract in the aftermath. Disclosure to any employed/engaged person(s) shall be made in confidence and shall extend only so far as necessary for the purposes of such performance.

Date




ANNEXURE-7

Authorization letter format

(To be presented by the authorized person at the time of Technical / Price Bid Opening on the letter head of Bidder and should be signed by an Authorized Signatory with Name and Seal of the Company) Ref No: Date: Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102 Dear Sir, SUB: RFP for “SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALL CENTRE OPERATIONS ON FULLY OUTSOURCED MODEL”

Ref: Your RFP HO/ITD/201/2016 date 04/04/2016 This has reference to your above RFP. Mr./Miss/Mrs. ________________________________________is hereby authorized to attend the bid opening of the above RFP on _________________ on behalf of our organization. The specimen signature is attested below: _________________________________ Specimen Signature of Representative _________________________________ Signature of Authorizing Authority _________________________________ Name & Designation of Authorizing Authority NOTE: This Authorization letter is to be carried in person and shall not be placed inside any of the bid covers.



ANNEXURE-8

Technical Bid Covering letter Format Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102

SUB: RFP for “SELECTION OF VENDOR SETTING UP & MANAGEMENT OF CALL CENTRE OPERATIONS ON FULLY OUTSOURCED MODEL” Ref: Your RFP HO/ITD/201/2016 date 04/04/2016 We have carefully gone through the contents of the above referred RFP and furnish the following information relating to Technical Bid/Specification. Sl. No. Particulars Details to be furnished by the

Bidder

a) Name of the Bidder

b) E-mail address of contact persons

c) Details of: Description of business and business background Service profile & Client profile

d) Details of similar assignments executed by the bidder during the last three years in India ( Name of the Bank, time taken for execution of the assignments and documentary proof from the Bank are to be furnished)

Date




TECHNICAL PROPOSAL

ANNEXURE – 8A 1. Please provide details of the profile of your top management, in the table

below: Top Management Profile CMD/MD Director I Director II Director III

Top Management Profile CMD/MD Director I Director II Director

III Name

Qualifications

Professional experience

Experience in Call centre / BPO industry (No. of years, and description of experience)

2. Please provide details of your business profile, in the table below: Break up of business revenues

Criteria No. of Years

No. of Seats

Break up of business revenues

2012-13 2013-14 2014-15

1. Sector

Public-Sector Banks (India)

Private Banks (India)

International Banks

Financial services

Telecom

Retail

Manufacturing

E-governance

Any other, please specify 2. Within India - territory

wise

North

South

East

West

Please state your Nasscom Rank

Criteria No. of Years No. of Seats 2010-11 2011-12 Upto Dec‟12



3. Please provide details of your management practices and procedures, in the table below:

F

3.A Financial Management Practices

1. Share-holding pattern

2. What are your capital funding practices?

3. What are your funds flow management practices?

4. Who is your primary banker? (name, branch)

3.B Marketing Management Practices

1. What is your customer creation and retention practices?

2. What are the standards set by you on business ethics in terms of customer service deliverables?

3.C HR Policies and Practices

1. What are your high level recruitment and retention policies?

2. Please provide a brief note on sources of recruitment

3. What are your high level HR development policies and strategies?

Policies and Practices



ANNEXURE – 8B

Please provide a description of the proposed technical solution based on RFP requirements, including the following: 1. Please provide details of your ability to provide services on an outsourced

model and to manage transition, in the table below :

Please provide a detailed project plan for implementation of Call Centre services including dependencies at various stages and integration various systems of the Bank with call center systems such as CTI, CRM, etc. Please ensure this confirms with the Bank's requirements as stated in the RFP.

Please indicate the proposed timelines and the strategy to meet such timelines committed and requirements from Dena Bank to meet such timelines

Please provide details of your experience in operating on an outsourced model as required by the Bank with other clients

Please confirm that you will be able to provide all premises, furniture, amenities, hardware, software, IT tools, and other facilities

Please provide architecture of how the implementation will be carried on for extending the software infrastructure to the existing Call Centre at Mumbai.

2. Please provide a complete overview of the CRM including the following:

1. Capabilities of the CRM to support the call center scope 2. Workflow of the CRM to support service requests raised by the

customer

3. Architecture of the web based access to branches to enable fulfillment of these service requests and the requirements to support the same from branches

4. Ability of the CRM to make customer segmentation 5. Outbound lead management abilities of the CRM 6. Key dashboards from CRM on SLA , KPIs provided

3. Outbound contact center strategy:

1. What will be the strategy to maximize sales and recovery through the outbound set up? What specific initiatives have you taken in the past / propose to take to ensure maximum throughput?

2. The vendor needs to elaborate on proposed sales & recovery approach to achieve best-in-class outcomes.

Tools and methodologies for training agents on sales & recovery processes

Calling strategies to maximize contactability

Strategies to maximize lead generation, sales closure and collection on call.

Key requirements from Dena Bank to achieve the above



4. Inbound contact center strategy:

4.A Service Strategy

1. What is the proposed strategy for ensuring best in class customer service strategy? What specific initiatives have you taken in the past / propose to take.

2. Tools and methodologies for training agents on service processes.

3. Calling strategies to minimize hold time, maximize FTR, handling peak volumes.

4. Key requirements from Dena Bank to achieve the above.

4.B Sales to service strategy

1. What will be the strategy to maximize sales through the inbound set up? What specific initiatives have you taken in the past / propose to take to ensure maximum throughput?

2. The vendor needs to elaborate on proposed sales approach to achieve best-in-class outcomes

3. Strategies to maximize lead generation and sales closure on call 4. Key requirements from Dena Bank to achieve the above



ANNEXURE – 8C

1. Please provide details of your dedicated practice areas and core competencies, in the table below:

Number of seats

S. No.

Processes

Number of Seats

Voice Email Live-Chat

Web Servic

e

Any other

1. Inbound order-taking

2. Lead creation

3. Service request registration

4. Complaint registration

5. Recovery / collection

6. Inbound cross selling and up selling

7. Outbound tele-marketing

8. Follow-up of leads - appointment fixing, product offer

9. KYC verification

10. Customer satisfaction survey

11. Market research - tele-interview

12. Any other processes - please specify

2. Please provide details of your language capabilities, in the table below:

What are the languages you are handling?

Number of seats

Since When?

What are the training materials used by you for a regional language?

Language-1

Language-2 Language-3 Language-4 3. Please provide details of your Banking industry specific skill sets, in the

table below: Any

S. No.

Process No. of seats

Experience (No. of years)

Functions covered

Unique features of the functions

1. General and account related queries on products & services of the Bank & third-party products

2. Execution of basic banking services and transactions

3. Service Requests

4. Complaints



5. Queries on Internet& Mobile Banking

6. ATM complaints

7. ATM/Branch Locator

8. Outbound – Tele-Marketing

9. Outbound – recovery/ collection

10. Others – please specify

Please confirm that you have capability to provide all functions required by the Bank

4. Please provide details of specific compliance requirements of the Call Centre, if any?

5. Please provide details of your technical expertise including design and

implementation of indigenous software /hardware / systems developed to provide Call Centre services, in the tables below:

5.A Information Technology / Software requirements

Tools Name of tool

Owner

Integration Aspects for the Bank

Current No. of Users

Client for which such

implementation has been done

CRM

Connector

HR management systems

Performance appraisal systems

Quality management tools

Business intelligence tools

Other tools

5.B Software Platforms

Area of expertise Team size Experience

No. of years Industry

Give a brief account on each of the above software platform, the customisation specifically if any done for the client and how did the above mentioned team handle such specific customer requests. Past experience of implementing can be mentioned as required.



5.C Technical Requirements

Configuration specifications

Suggested Make

PCs – configuration

Other infrastructure for the agent /team leader workstation

Software support – CTI

Software support – dialler and logger

Software support – CRM

Telecom infrastructure

Any specific software tools /accelerators required

Any other

5.D Physical Infrastructure

Workstations - dimensions & furniture

Air-conditioning, lighting, rest rooms, lockers

Physical security arrangements - CCTV, access control

Any other

6. Please provide details of your ability to provide data security, in the tables below:

6.A Security Initiatives and Personnel

Do you take a non-disclosure agreement? From whom and how far is it enforceable?

What are your formal disciplinary action procedures in case of security breach?

Explain your employee reference checking process

Do you conduct training sessions on data security and how?

Are you adapting ISO 27001 security practices or any other security practices? Please specify

6.B Security Initiatives – Data/IT/Software

What are the fire-walls used by you?

What are the measures for security for PCs, and coping devices?

How do you prevent use / installation of unauthorized software?

What are the security measures taken while giving internet, email facilities to employees, to ensure data-security?

6.C Security Initiatives – Physical Infrastructure



What are your physical security measures? Give an account on access card systems, circuit TV and monitoring, etc.

How are you ensuring security while sub-contracting / outsourcing services to a third- party vendor?

7. Please provide details of your current human resources management

practices, in the tables below:

7.A Recruitment and Retention

Current recruitment and sourcing processes

Annual attrition (%) for agents

Annual attrition (%) for Team Leaders

Measures taken to prevent / reduce attrition

7.B Training, Development and Career Planning

PARAMETER Do you currently provide

this? (Yes/No)

If yes, mention

frequency at which it is provided

Any other details

Communication and soft skills training

Proposed Call Centre processes

Products and services of the Bank

Behavioral and cultural expectations of Bank from a professional agent

Information security and their relevance and importance to the customers

Knowledge of banking systems, operational procedures, KYC norms etc.

Documentation and formalities required for availing various products & services of bank Customer service and citizen charter

8. Please provide details of all Service Level Agreement (SLA) parameters

enforced by your current clients (preferably Banking clients) as well as your compliance so far to these, in the table below:

Service level agreements Compliance during

CLIENT – 1 Desired Level by Client

(No penalty imposed)

2012-13 2013-14 2014-15

System Uptime

Call abandonment rate (on ACD)

Call abandonment rate (on IVR)

Call queue waiting time

First call resolution rate



IVR efficiency (% calls disposed off at IVR)

Average time taken to be disposed off at IVR

% of calls that fail to connect to call centre due to limited infrastructure provided by vendor

Any other SLAs, please specify

Service level agreements Compliance during



2012-13 2013-14 2014-15

System Uptime











2012-13 2013-14 2014-15

System Uptime









9. Please provide details of your reporting capabilities, in the table below:



Reports Ability to provide BI

reports

Ability to customize reports as per requirement

of Bank

Ability to provide the Bank with direct access to these

reports

SLAs & KPIs

Invoices

Other Reports

10. Please describe the profile of the proposed operational team for the Bank, in the table below:

Members Number BPO Experience

Banking Experience

Qualifications/ Certifications

Any other Information?

Operations Manager

Program Manager

Administration Team

Technical Team

Quality Team

HR Team

Audit Team

Any other, please specify

11. Please provide at least 2 references from whom the Bank can obtain an

opinion

Reference I Reference II

Name of the Company

Contact person

Contact details

Processes handled

Share of revenue / turnover from the reference



ANNEXURE – 8D

Table 1 Details of banking clients – Provide details of all- Indian Public Sector Banks, Private Sector Banks and International Banks

Name of the Bank Total Business of the Bank

No of FTE deployed FY 2014


Table 2 Details of clients with billing more than 2 cr per annum

Name of the Client

Total Business of the Bank



Table 3 Please provide split of net profit from Indian voice call center operations and other operations / businesses if any.

Particulars 2011-12 2012-13 2013-14 Provisional 2014-15

Net profit from Call center operations

Net profit from Other operations

Table 4 Please provide a summary of the capabilities channel wise for all your clients (atleast 80% of the total number of seats under each capability should be included)

Inbound

S. No.

Client Name

Number of seats

Voice Email Live- Chat

Web Service

Any other



Table 5 Please provide the details of total inbound calls handled per day

No. of clients Total no. of inbound calls handled per day

Table 6 Please provide the details of total outbound handled per day

No. of clients Total no. of outbound calls handled per day

Conversion rate of outbound calls

Table 7 Please provide the details of types of services offered for e.g fulfillment etc and the total seats allotted for the service

S.No. Type of Service Number of seats

Table 8

S.No Name of client No. of seats for soft recovery service

Monetary annual impact for the client



ANNEXURE – 8E

1. Please provide details, in the table below, of the locations of your existing Call Centers for the Bank to conduct site visit(s)

No. Location Address No. Of Seats

Appropriate Time-band

for visit

Process handled

Contact details(Contact person & telephone numbers)

1

2

3



ANNEXURE-9

COMPLIANCE STATEMENT

SUB: RFP for “SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALL CENTRE OPERATIONS ON FULLY OUTSOURCED MODEL ” Ref: Your RFP HO/ITD/201/2016 date 04/04/2016 1. Having examined Request for Proposal including all response templates, the receipt of

which is hereby duly acknowledged, we, the undersigned, offer to provide the end to end service for the Bank in conformity with the said RFP and in accordance with our proposal and the schedule of Prices indicated in the Price Bid and made part of this bid.

2. If our Bid is accepted, we undertake to carry out the assignment as per laid down parameters.

3. We confirm that this offer is valid for six months from the date of opening of price bid

4. This Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract upon 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 have not been barred / black listed by any regulatory / statutory authority and we have required approval to be appointed as a Vendor to provide the service to Bank.

8. We shall observe confidentiality of all the information passed on to us in course of the tendering process and shall not use the information for any other purpose than the current tender.

9. We certify that we have provided all the information requested by the Bank in the format requested for. We also understand that the Bank has the exclusive right to reject this Offer in case the Bank is of the opinion that the required information is not provided or is provided in different format.

10. The Vendor represents and warrants that all necessary approvals, permissions and authorizations have been obtained to submit this response to the RFP.

Date Signature with Seal

Name : Designation :



ANNEXURE–10

Undertaking Letter pertaining to Taxes and TDS

We understand that Bank shall be placing Order to the Selected Bidder exclusive of taxes only and that all applicable Taxes like Service Tax will be paid at actual at prevailing rate against production of invoice / bills. We understand that Bank shall be deducting TDS as per the applicable laws for the payment made to Vendor. We are agreeable to the payment schedule as per “Payment Terms” of the RFP.

Date




ANNEXURE-11

ESCALATION MATRIX Name of the Company:

Delivery Related Issues:

Sl No Name Designation Full Office Address

Phone No.

Mobile No.

Fax Email address

First Level Contact

Second level contact (If response not received in 24 Hours)

Regional/Zonal Head (If response not recd in 48 Hours)

Country Head (If response not recd in One week)

Service Related Issues:

Sl No Name Designation Full Office Address

Phone No.

Mobile No.

Fax Email address

First Level Contact

Second level contact (If response not received in 4 Hours)

Regional/Zonal Head (If response not recd in 24 Hours)

Country Head (If response not recd in 48 Hours)

Any change in designation, substitution will be informed by us immediately. Date Signature (with Seal) :

Name : Designation :



ANNEXURE-12

Covering letter format for Price Bid

[Note: This Covering letter should be on the letter head of Bidder and should be signed by an Authorised Signatory with Name and Seal of the Company] Reference No :

Date : To Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102

Dear Sir, SUB: RFP for “SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALL CENTRE OPERATIONS ON FULLY OUTSOURCED MODEL” Ref: Your RFP HO/ITD/201/2016 date 04/04/2016

We thank you for providing us an opportunity to participate in the subject RFP. Please find our commercial offer as per ANNEXURE- 13 Price Bid format of the subject RFP along with this covering letter. We also confirm that we are agreeable to the payment schedule mentioned in the subject RFP. Date




ANNEXURE-13

Price Bid

Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange,

Jogeshwari West, Mumbai 400102

Dear Sir,

REF: Response to RFP HO/ITD/201/2016 date 04/04/2016 - Call Centre services for Dena Bank

Price Bid for Setting up Call Centre at: _______________ (Specify Location)

S. No

Particulars Year1 Year2 Year3 Year4 Year5

1 Initial No. of FTEs (A1) 50 50 50 50 50

2 Cost per FTE per month (P) P1 P2 P3 P4 P5

3 Cost C1= A1xPx12

4 Additional FTEs for Year 2 (A2) XXX 25 25 25 25

5 Cost per FTE for additional FTEs (Q) XXX Q2 Q3 Q4 Q5

6 Cost C2= A2xQx12 X XX

7 Additional FTEs for Year 3 (A3) XXX XXX 25 25 25

8 Cost per FTE for additional FTEs (R) XXX XXX R3 R4 R5

9 Cost C3= A3xRx12 XXX XXX

10 Additional FTEs for Year 4 (A4) XXX XXX XXX 25 25

11 Cost per FTE for additional FTEs (S) XXX XXX XXX S4 S5

12 Cost C4= A4xSx12 XXX XXX XXX

13 Additional FTEs for Year 5 (A5) XXX XXX XXX XXX 25

14 Cost per FTE for additional FTEs (T) XXX XXX XXX XXX T5

15 Cost C5= A5xTx12 XXX XXX XXX XXX

16 Total Yearly Cost(Y) (C1+C2+C3) Y1 Y2 Y3 Y4 Y5

17 Total Cost of Ownership (T) =

Y1+Y2+Y3

We agree that the number of FTE mentioned above is indicative only and will be used to determine L1. The bank reserves the right to request for scaling up / down FTEs as per banks requirements. L1 shall be determined on the lowest Total Cost of ownership quoted by the vendors.

We certify that all the components quoted above include cost of all activities and prices quoted are all in compliance with the terms stipulated in the RFP No. HO/ITD/201/2016 date 04/04/2016



We also confirm that we agree to all the terms and conditions mentioned in this RFP No. HO/ITD/201/2016 date 04/04/2016

Place: Signature:

Date: Name: Business Address:



Notes to Annexure -13

These details should be on the letter head of Bidder and each & every page should be signed by an Authorised Signatory with Name and Seal of the Company.

The rate quoted shall be exclusive of Taxes. Applicable taxes shall be paid by the bank at actuals at prevailing rate.

Do not change the structure of the format nor add any extra items.

No counter condition/assumption in response to Price Bid will be accepted. Bank has a right to reject such bid.



ANNEXURE 14

Undertaking Letter regarding Validity of Documents and Information

In respect of the proposal submitted by us in response to the RFP HO/ITD/201/2016 date 04/04/2016 floated by Dena Bank for Selection of Vendor for Setting up and Management of Call Center Operations on Fully Outsourced Model, we hereby undertake that all documents and information provided by us in the proposal are valid for at least 180 days (6 months) from the date of opening of price bid.

Date




APPENDIX –A

Instructions to be noted while preparing/submitting Part A- Conformity to Eligibility Criteria

The Proposal 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 bids should be filed and paginated (serially numbered) with seal and signature of the authorized signatory.

1) Index of all the document submitted with page numbers.

2) Cost of Tender document by way of DD payable at Mumbai.

3) Earnest Money Deposit (EMD)/Bank Guarantee in lieu of EMD.

4) Power of Attorney / Authorisation letter signed by the Competent Authority with the seal of the bidder‟s company / firm in the name of the person signing the tender documents.

5) Checklist of annexure to be submitted by Vendor as per Annexure 1

6) Profile of the Company / Firm as per ANNEXURE-2.

7) Documentary Proof in support of the Eligibility criteria declaration as per ANNEXURE-3.

8) Bid Covering letter as per ANNEXURE-4.

9) Reference site details as per ANNEXURE-5.

Non-Disclosure agreement as per ANNEXURE-



APPENDIX-B

Instructions to be noted while preparing/submitting Part B- Technical Proposal

The Technical Proposal 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 bids should be filed and paginated (serially numbered) with seal and signature of the authorized signatory. Technical Offer for this RFP shall be made as under:

1) Index of all the document submitted with page numbers.

2) Technical Bid Covering letter as per ANNEXURE-8.

3) Technical Specification/Product Features – as per ANNEXURE–8A, 8B, 8C, 8D & 8E.

4) Compliance Table. This table must cover bidder‟s response to all the Technical Specification, terms and conditions and Scope of Work specified in the offer document (Terms and Conditions) as per ANNEXURE-9.

5) Undertaking letter by the bidder as per ANNEXURE-10.

6) Escalation Matrix as per ANNEXURE-11.

7) Masked Price Bid with prices masked as per Annexure -13

8) A detailed list of the other Infrastructure required and any other precautions to be undertaken should be given in detail along with the Technical Proposal.



APPENDIX-C

Instruction to be noted while preparing/submitting Part C-Price Bid

The Price Bid 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 bids should be filed and paginated (serially numbered) with seal and signature of the authorized signatory.

The suggested format for submission of commercial Offer for this RFP is as follows:

1. Bidder's Covering letter as per ANNEXURE-12 2. Commercial Version as per ANNEXURE-13



APPENDIX-D

Proforma of Bank Guarantee for Contract Performance (To be submitted on Non-Judicial stamp paper of appropriate value Purchased in the name of the issuing Bank) To: Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102 WHEREAS (Name and address of M/s XXXX Ltd (hereinafter referred to as “the CONTRACTOR”) has undertaken to provide the services of Call Centre Operations on Fully Outsourced Model and also includes documentation related to establishment of Delivery of Call Centre solution as per their Contract dated _______________with you (hereinafter referred to as “the CONTRACT” ) AND WHEREAS in terms of the Conditions as stipulated in the Contract, the CONTRACTOR is required to furnish, a Bank Guarantee by way of Performance Guarantee, issued by a Scheduled Bank in India, in your favor, as per Clause ______ of the CONTRACT, to secure due and satisfactory compliance of the obligations by the CONTRACTOR on their part, in accordance with the CONTRACT, (which guarantee is hereinafter called as “the PERFORMANCE GUARANTEE)” AND WHEREAS the CONTRACTOR has approached us, (Name of the issuing Bank) for providing the PERFORMANCE GUARANTEE, AND WHEREAS in consideration of the fact that the CONTRACTOR is our valued constituent and the fact that he has entered into the CONTRACT with you, WE (Name of the Bank) having our Registered Office at, ______________and local office at __________,India have agreed to issue the PERFORMANCE GUARANTEE, THEREFORE WE (Name of the issuing Bank) through our local office at _________ India furnish you the PERFORMANCE GUARANTEE in manner hereinafter contained and agree with you as follows: We (Name of the issuing Bank), undertake to indemnify you and keep you indemnified from time to time to the extent of Rs__________ (Rupees___________) against any loss or damage caused to or suffered by or that may be caused to or suffered by you on account of any breach or breaches on the part of the CONTRACTOR of any of the terms and conditions contained in the Contract and in the event of the CONTRACTOR default or defaults in carrying out any of the work or discharging any obligation in relation thereto under the CONTRACT or otherwise in the observance and performance of any of the terms and conditions relating thereto in accordance with the true intent and meaning thereof, we shall forthwith on demand pay to you such sum or sums not exceeding the sum of Rs__________ (Rupees____________________) may be claimed by



you on account of breach on the part of the CONTRACTOR of their obligations in terms of the CONTRACT. Notwithstanding anything to the contrary we agree that your decision as to whether the CONTRACTOR has made any such default or defaults and the amount or amounts to which you are entitled by reasons thereof will be binding on us and we shall not be entitled to ask you to establish your claim or claims under Performance Guarantee but will pay the same forthwith on your demand without any protest or demur. This Performance Guarantee shall continue and hold good until it is released by you on the application by the CONTRACTOR after expiry of the relative guarantee period of the Contract and after the CONTRACTOR had discharged all his obligations under the Contract and produced a certificate of due completion of the work under the Contract and submitted a “No Demand Certificate” provided always that the guarantee shall in no event remain in force after the day of___________ without prejudice to your claim or claims arisen and demanded from or otherwise notified to us in writing before the expiry of three months from the said date which will be enforceable against us notwithstanding that the same is or are enforced after the said date. Should it be necessary to extend Performance Guarantee on account of any reason whatsoever, we undertake to extend the period of Performance Guarantee on your request under intimation to the CONTRACTOR till such time as may be required by you. Your decision in this respect shall be final and binding on us. You will have the fullest liberty without affecting Performance Guarantee from time to time to vary any of the terms and conditions of the Contract or extend the time of performance of the Contract or to postpone any time or from time to time any of your rights or powers against the CONTRACTOR and either to enforce or forbear to enforce any of the terms and conditions of the Contract and we shall not be released from our liability under Performance Guarantee by the exercise of your liberty with reference to matters aforesaid or by reason of any time being given to the CONTRACTOR or any other forbearance, act, or omission on your part of or any indulgence by you to the CONTRACTOR or by any variation or modification of the Contract or any other act, matter or things whatsoever which under law relating to sureties, would but for the provisions hereof have the effect of so releasing us from our liability hereunder provided always that nothing herein contained will enlarge our liability hereunder beyond the limit of Rs_________ (Rupees______________) as aforesaid or extend the period of the guarantee beyond the said day of __________ unless expressly agreed to by us in writing. The Performance Guarantee shall not in any way be affected by your taking or giving up any securities from the CONTRACTOR or any other person, firm or company on its behalf or by the winding up, dissolution, insolvency or death as the case may be of the CONTRACTOR. In order to give full effect to the guarantee herein contained, you shall be entitled to act as if we were your principal debtors in respect of all your claims against the CONTRACTOR hereby guaranteed by us as aforesaid and we hereby expressly



waive all our rights of surety ship and other rights, if any, which are in any way inconsistent with any of the provisions of Performance Guarantee. Subject to the maximum limit of our liability as aforesaid, Performance Guarantee will cover all your claim or claims against the CONTRACTOR from time to time arising out of or in relation to the Contract and in respect of which your claim in writing is lodged on us before expiry of three months from the date of expiry of Performance Guarantee. Any notice by way of demand or otherwise hereunder may be sent by special courier, telex, fax or registered post to our local address as aforesaid and if sent by post it shall be deemed to have been given when the same has been posted. The Performance Guarantee and the powers and provisions herein contained are in addition to and not by way of limitation of or substitution for any other guarantee or guarantees heretofore given to you by us (whether jointly with others or alone) and now existing un-cancelled and that Performance Guarantee is not intended to and shall not revoke or limit such guarantee or guarantees. The Performance Guarantee shall not be affected by any change in the constitution of the CONTRACTOR or us nor shall it be affected by any change in your constitution or by any amalgamation or absorption thereof or therewith but will endure to the benefit of and be available to and be enforceable by the absorbing or amalgamated company or concern. The Performance Guarantee shall come into force from the date of its execution and shall not be revoked by us any time during its currency without your previous consent in writing. We further agree and undertake to pay you the amount demanded by you in writing irrespective of any dispute or controversy between you and the CONTRACTOR. Notwithstanding anything contained herein

i. Our liability under this guarantee shall not exceed Rs.____________ (Rupees______________________only)

ii. This guarantee shall be valid upto __________ and ; iii. We are liable to pay the guaranteed amount or any part thereof under

this guarantee only and only if you serve upon us a written claim or demand at Mumbai on or before ________________ (mention period of the guarantee as found under clause ii. above plus claim period).

We have the power to issue Performance Guarantee in your favour by statute and the undersigned has full power to execute Performance Guarantee under the Power of Attorney to him by the Bank. Dated this ________________ day of ___________________ 2016. For and on behalf of ___________________ BRANCH MANAGER SEAL ADDRESS PLACE



APPENDIX-E

Bank Guarantee Format for Earnest Money Deposit

To Asst. General Manager, Dena Bank, Information Technology Department, Dena Data Centre, Dena Bhawan-B, Patel Estate, Near MTNL Exchange, Jogeshwari West, Mumbai 400102 WHEREAS ______________________________(Name of Tenderer) (hereinafter called "the Tenderer" has submitted its tender dated _______________________ (Date) for the establishment of (Name of Contract)_____________ _______(hereinafter called "the Tender") in favor of ______________________hereinafter called the "Beneficiary"; KNOW ALL MEN by these presents that we, _________(name of the issuing Bank), a body corporate constituted under the _______________________having its Head Office at __________________amongst others a branch/office at ________________ (hereinafter called "the Bank" are bound unto the Beneficiary for the sum of Rs_______________(Rupees________________________________________only) for which payment well and truly to be made to the said Beneficiary, the Bank binds itself, its successors and assigns by these presents; THE CONDITIONS of this obligation are: (a) If the Tenderer withdraws its Tender during the period of Tender validity specified

in the Tender; or (b) If the Tenderer having been notified of the acceptance of his Tender by the

Beneficiary during the period of Tender validity; (i) fails or refuses to execute the Agreement, if required; or (ii) fails or refuses to furnish the performance security, in accordance with clause ___________ of conditions of Contract.

We undertake to pay to the Beneficiary up to the above amount upon receipt of his first written demand without the Beneficiary having to substantiate his demand, provided that in his demand the Beneficiary will note that the amount claimed by him is due to him owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions. Notwithstanding anything contained herein i) Our liability under this Bank Guarantee shall not exceed Rs.__________ (Rupees

________________________________only) ii) This Bank Guarantee is valid up to ________________ and iii) We are liable to pay the guaranteed amount or any part thereof under this Bank

Guarantee only and only if you serve upon us a written claim or demand on or before ______________________ (mention period of guarantee as found under clause (ii) above plus claim period)

Dated _________________day of ________________________2016. SIGNATURE & SEAL OF THE BANK



APPENDIX-F

Format for Sending Pre-Bid Queries

Sr. No.

Page No. of RFP

Clause No Original RFP Clause Bidder‟s Query

1

2

3

4

5



APPENDIX-G

INTEGRITY PACT

Between

Dena Bank a body corporate constituted under the Banking Companies ( Acquisition and Transfer of undertakings Act, 1970, having its Head office, Dena Corporate Centre, C-10, G-Block, BKC, Mumbai-400051) hereinafter referred to as “The Principal”, which expression unless repugnant to the context or meaning hereof shall include its successors or assigns of the ONE PART

and ______________________________________________________________, (description of the party along with address), hereinafter referred to as “The Bidder/ Contractor” which expression unless repugnant to the context or meaning hereof shall include its successors or assigns of the OTHER PART

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 and regulations, and the principles of economic use of resources, and of fairness and transparency in its relations with its Bidder(s)/ Contractor(s). In order to achieve these goals, the Principal will appoint Independent External Monitor(s), who will monitor the Tender/RFP process and the execution of the contract for compliance with the principles mentioned above. Section 1 – Commitments of the Principal 1.1 The Principal commits itself to take all measures necessary to prevent corruption and

to observe the following principles:-

1.1.1 No employee of the Principal, personally or through family members, will in connection with the Tender/RFP 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.

1.1.2 The Principal will, during the Tender/RFP process treat all Bidder(s) with equity and reason. The Principal will in particular, before and during the Tender/RFP process, provide to all Bidder(s) the same information and will not provide to any Bidder(s) confidential / additional information through which the Bidder(s) could obtain an advantage in relation to the Tender/RFP process or the contract execution.

1.1.3 The Principal will exclude from the process all known prejudiced persons.

1.2 If the Principal obtains information on the conduct of any of its employees which is a penal offence under the Indian Penal Code 1860 and Prevention of Corruption Act 1988 or any other statutory penal enactment, or if there be a substantive suspicion in this regard, the Principal will inform its Vigilance Office and in addition can initiate disciplinary actions.

Section 2 – Commitments of the Bidder(s)/ Contractor(s) 2.1 The Bidder(s)/ Contractor(s) commit himself to take all measures necessary to prevent

corruption. He commits himself to observe the following principles during his participation in the Tender/RFP process and during the contract execution.



2.1.1 The Bidder(s)/ Contractor(s) will not, directly or through any other person or firm, offer, promise or give to the Principal or to any of the Principal‟s employees involved in the Tender/RFP process or the execution of the contract or to any third person any material, immaterial or any other benefit which he / she is not legally entitled to, in order to obtain in exchange any advantage of any kind whatsoever during the Tender/RFP process or during the execution of the contract.

The Bidder(s)/ Contractor(s) will not enter with other Bidder(s) into any illegal or undisclosed agreement or understanding, whether formal or informal. This applies in particular to prices, specifications, certifications, subsidiary contracts, submission or non-submission of bids or any other actions to restrict competitiveness or to introduce cartelization in the bidding process. 2.1.2 The Bidder(s)/ Contractor(s) will not commit any penal 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.

2.1.3 The Bidder(s)/ Contractor(s) will, when presenting his bid, disclose any and all payments he has made, and is committed to or intends to make to agents, brokers or any other intermediaries in connection with the award of the contract.

2.2 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/RFP process and exclusion from future contracts If the Bidder(s)/ Contractor(s), before award or during execution has committed a transgression through a violation of Section 2 above, or acts in any other manner such as to put his reliability or credibility in question, the Principal is entitled to disqualify the Bidders(s)/ Contractor(s) from the Tender/RFP process or take action as per the separate “Guidelines for Suspension of Business Dealings with Suppliers/ Contractors” framed by the Principal. Section 4 – Compensation for Damages 4.1 If the Principal has disqualified the Bidder(s) from the Tender/RFP process prior to the

award according to Section 3, the Principal is entitled to demand and recover the damages equivalent to Earnest Money Deposit.

4.2 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 equivalent to 5% of the contract value or the amount equivalent to Security Deposit/Performance Bank Guarantee, whichever is higher.

Section 5 – Previous Transgression 5.1 The Bidder declares that no previous transgressions occurred in the last 3 years with

any other company in any country conforming to the anti-corruption approach or with any other Public Sector Enterprise in India that could justify his exclusion from the Tender/RFP process.

5.2 If the Bidder makes incorrect statement on this subject, he can be disqualified from the Tender/RFP process or the contract, if already awarded, can be terminated for such reason.

Section 6 – Equal treatment of all Bidders/ Contractors/ Sub-contractors



6.1 The Bidder(s)/ Contractor(s) undertake(s) to demand from his sub-contractors a commitment consistent with this Integrity Pact. This commitment shall be taken only from those sub-contractors whose contract value is more than 20% of Bidder‟s/ Contractor‟s contract value with the Principal.

6.2 The Principal will enter into agreements with identical conditions as this one with all Bidders and Contractors.

6.3 The Principal will disqualify from the Tender/RFP process all bidders who do not sign this pact or violate its provisions.

Section 7 – Criminal Charges against violating Bidders/ Contractors /Subcontractors

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 Vigilance Office. Section 8 –Independent External Monitor(s) 8.1 The Principal appoints competent and credible Independent External Monitor for this

Pact. 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.

8.2 The Monitor is not subject to instructions by the representatives of the parties and performs his functions neutrally and independently. He reports to the MD & CEO, Dena BANK.

8.3 The Bidder(s)/ Contractor(s) accepts that the Monitor has the right to access without restriction to all contract documentation of the Principal including that provided by the Bidder(s)/ Contractor(s). The Bidder(s)/ Contractor(s) will grant the monitor, upon his request and demonstration of a valid interest, unrestricted and unconditional access to his contract documentation. The same is applicable to Sub-contractor(s). The Monitor is under contractual obligation to treat the information and documents of the Bidder(s)/ Contractor(s) / Sub-contractor(s) with confidentiality.

8.4 The Principal will provide to the Monitor sufficient information about all meetings among the parties related to the contract 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.

8.5 As soon as the Monitor notices, or believes to notice, a violation of this agreement, he will so inform the Management of the Principal and request the Management to discontinue or take corrective action, or heal the situation, 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.

8.6 The Monitor will submit a written report to the MD & CEO, Dena 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.

8.7 The MD & CEO, Dena BANK shall decide the compensation to be paid to the Monitor and its terms and conditions.

8.8 If the Monitor has reported to the MD & CEO, Dena BANK, a substantiated suspicion of an offence under relevant IPC / PC Act, and the MD & CEO, Dena BANK has not, within reasonable time, taken visible action to proceed against such offence or reported



it to the Vigilance Office, the Monitor may also transmit this information directly to the Central Vigilance Commissioner, Government of India.

8.9 The number of Independent External Monitor(s) shall be decided by the MD & CEO, Dena BANK.

8.10 The word „Monitor‟ would include both singular and plural.

Section 9 – Pact Duration

9.1 This Pact begins when both parties have legally signed it. It expires for the Contractor 12 months after the last payment under the respective contract and for all other Bidders 6 months after the contract has been awarded.

9.2 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 as above, unless it is discharged/ determined by the MD & CEO, Dena BANK.

Section 10 – Other Provisions 10.1 This agreement is subject to Indian Laws and jurisdiction shall be registered office of

the Principal, i.e. Mumbai.

10.2 Changes and supplements as well as termination notices need to be made in writing. Side agreements have not been made.

10.3 If the Contractor is a partnership or a consortium, this agreement must be signed by all partners or consortium members.

10.4 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.

10.5 Only those bidders/ contractors who have entered into this agreement with the Principal would be competent to participate in the bidding. In other words, entering into this agreement would be a preliminary qualification.

For & On behalf of the Principal For & On behalf of the Bidder/ Contractor (Office Seal) (Office Seal) Place---------------------- Date------------ Witness: ____________________ Witness: _____________________ (Name & Address) ____________ (Name & Address)________________



APPENDIX - H

Technical Evaluation scoring template

Vendor Name:

I. Detailed Evaluation of Document

Directions:

1. The scoring for Type 'A' parameters will be based on the quality of response provided by the Vendor relative to other Vendor

2. The scoring for Type 'B' parameters will be done as per the scoring matrix to be adopted internally by the Bank

The scoring will be based on documents submitted by the vendor with respect to the questions as under:

S No Particulars Score Marks

Obtained Type

1 Number of clients 10

Number of banking/financial services client in India with business more than 1.5 lakh crores

4 B

No of international banking clients for whom call center services are provided through an off shore model

3 B

No of call center contracts with billing more than Rs. 1 crores per annum

3 B

2 Employee strength 8

No of agents operating under Indian call center voice operations during the last financial year

3 B

No of agents operating under Banking & FI call center voice operations

3 B

Less than 7% agent attrition on a monthly basis 2 B

3 Years of existence 5

No of years the call center operations are in existence 3 B

Net Profit of atleast Rs. 5 crores from Indian Voice Call Centre operations in any 2 of last three financial year 2012-13, 2013-14, 2014-15

2 B

4 Inbound Strength 8

No. of seats in other channels besides voice for inbound queries

4 B

Number of inbound calls handled per day 4 B

5 NASSCOM ranking during last financial year 1 B

6 Outbound strength 8

Number of outbound calls handled per day 3 B

Conversion rate of outbound calls (overall) 3 B




Obtained Type

Number of employees in other services provided along with outbound service like sales fulfillment etc

2 B

7 Capability and experience in providing differentiated services to premium customer segments, as required by Bank

2 A

8 SLA Adherence 8

Capability of producing BI reports to measure all SLAs and providing direct access to these reports to the Bank through CRM

2 A

At least 5 of 8 SLAs required by the Bank are implemented by 1 or more client(s) of the Vendor

2 B

Number of clients for whom the Vendor complies with 5 or more of the SLAs required by the Bank

4 B

9 Quality of agents and training capabilities 5

Is the certification required by the Bank currently supported by Vendor?

Experience and capabilities in providing agents with specific requirements as indicated by the Bank

Structured training and agent development program in place for other contact center projects - quote examples and processes

Infrastructure for onsite and offsite trainings

Number of dedicated trainers for different kinds of trainings e.g. soft skills, language proficiency , IT training, etc

Specific training for different requirements mentioned by this RFP such as inbound calls, other channels, recovery, outbound calls, etc

5

A

10 Operational Team: 5

The capability of the proposed team including Program Manager; Operations Manager; Application Developers; Technical Lead/IT Team; Quality Team; Audit Team; HR Team; Training Team; Administration Team; Security Team; Specialists, specifically on below parameters:

Total years of experience;

Educational qualifications;

Relevant certifications

In case of technical lead, total years‟ experience in developing Call Centre solutions for CRM & telephony solution.

5

A

11 Transition management 5




Obtained Type

Robustness and timeline of the transition plan proposed Experience and past record in modifying the existing Call Centre systems from the Bank / another Vendor through a systematic migration plan and within stipulated time

5

A

12 Technical Expertise: 10

Experience in designing and implementing a large scale integrated CRM, IVR, CTI, Voice Logger etc. in India/ outside India Has Vendor got its own CRM or has partnered with CRM providers Capability of CRM to :

Enable marketing and sales management for outbound calls

Provide 360 degree customer view and allow customer segmentation

Provide analytical dashboards for SLAs, KPIs and provide e-mail/ SMS escalations for critical events

Provide web based access to branches on the different requests placed by our customer

Provide complete log of all customer interactions through various channels and provide analytics of customer needs to agents

Software development team and their capabilities with respect to customisation of software to suit Bank's needs. Overall assessment of the technology of the vendor including hardware, software for various processes in the contact center etc. Security, backup and data practices used by the Vendor to manage client data

10

A

Grand Total 75



II. Vendor Presentations

S. No. Parameters Score

Alignment of the solution being proposed with the requirements of the Bank

Does the vendor display clear understanding of the bank's requirements?

Does the vendor demonstrate beyond any doubt ability to deliver on all requirements?

Is the vendor able to provide crisp and clear answers to questions asked with strong content?

Is the vendor proactive to provide innovative solutions for capabilities required by the bank?

Does the vendor have experience of performing similar functions in other clients?

15

Grand Total 15

III. Site Visits

S. No. Parameters Max

Marks Comments

Marks Obtained

1

Successful demonstration of proposed solution, specifically:

Technologies used - hardware, software, applications, telecom expertise

Security, backup and data practices

Quality of premises and amenities

Functioning of different channels

Scope of services covered: Inbound calls, Outbound calls, IVR

Design of IVR flows

Competence of agents and recruiting

Quality management of agents

Training facilities and resources

Monitoring and reporting of SLAs

Invoices produced (specially for price per connect minute model)

Reports produced for client

Has Vendor got its own CRM

10

Grand Total: 10





Vendor Score sheet

Score

Vendor's Score in Technical Evaluation – I /75

Vendor's Score in Presentation Evaluation – II /15

Vendor's Score in Site Visits – III /10

Vendor's Combined technical score /100