Tender For ATM Switch Services Under Opex Model for ATM... · DENA BANK INFORMATION TECHNOLOGY DEPARTMENT, HEAD OFFICE, MUMBAI Page 2 of 49 RFP for ATM Switch on opex model DENA BANK

DENA BANK

INFORMATION TECHNOLOGY DEPARTMENT, HEAD OFFICE, MUMBAI

Reference No: HO/ITD/732/2015

Date: 24/11/2015

Tender

For

ATM Switch Services

Under

Opex Model

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RFP for ATM Switch on opex model

DENA BANK

Request for proposal (RFP) for ATM switch services under opex model as per

bank’s requirement.

DATE : 24/11/2015 RFP No.: HO/ITD/732/2015

I. Dena Bank invites sealed bids from eligible bidders for ATM Switch Services

under Opex Model.

II. Interested eligible bidders may obtain further information from the office Dena Bank, Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange, Jogeshwari (w), Mumbai 400102.

III. The Bid Document is to be downloaded from the Website. The non-refundable

fee of `10,000/- for downloaded document must be deposited before the last

date & time of sale of bidding document as tabulated below. No hardcopy of the bid document will provided.

IV. Only those companies who have downloaded the Bid document and paid the

non-refundable fee shall be allowed to attend the Pre Bid Vendor Meeting.

V. The Bid Details are as follows :

S. No. Item Description

1. Bid reference HO/ITD/732/2015

2. Price of Bid Document ` 10,000/-

3. Date of commencement of sale of Bidding Documents

24/11/2015

4. Pre bid meeting 01/12/2015 15.00Hrs

5. Last date for sale of Bidding Documents

22/12/2015 15.00Hrs

6. Last Date & Time for Submission of Bids

22/12/2015 15.00Hrs

7. Date and time of opening of Eligibility Bids

22/12/2015 15.30Hrs

8. Date and time of opening of Technical Bids

Will be communicated separately

9. Date and time of opening of Indicative Commercial offers


10. Date and time of Reverse Auction


11. Place of submission & opening of Bids

Dena Bank, Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange, Jogeshwari (w), Mumbai 400102

12. Address for communication As above Tel : 022- 26767080/85/93 Fax : 26767051 [email protected]

mailto:[email protected]

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VI. All bids must be accompanied by bid security as specified in the Bidding

Document and must be delivered at the above office on or before specified date and time indicated above.

VII. Bids will be opened in the presence of the bidders’ authorized representatives on the specified date and time.

VIII. Bidders will have an interface with the Bank on the technical feasibility of the

proposal during pre-bid meeting. If the Bank is not satisfied with technical specifications and the feasibility of the technical offers submitted by any bidder, the commercial offers of that bidder will not be opened. Technically disqualified offers will not be taken up for further process and no discussions / interface will be granted to such bidders.

IX. Dena Bank reserves the right to accept or reject in part or full any or all the

offers without assigning any reasons there for.

X. Tender document may be downloaded from the Banks website (hard copies of the tender document will not be provided) and non-refundable tender fee of ` 10,000/= (Rupees Ten thousands only)should be deposited to the account as per the details hereunder and copy of transaction receipt has to be submitted on or before 22/12/2015 15.00 Hrs. Bank: Dena Bank Branch: Jogeshwari-West, Mumbai Account No: 020911023937 Account Name: Dena Bank IT Department Account Type: Current IFSC Code: BKDN0460209

ASST. GENERAL MANAGER (IT) DENA BANK, HO, MUMBAI.

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BID DETAILS

1. INTRODUCTION:

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 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 organisational 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 1686 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.

The Bank is planning to outsource the ATM Switch services under Opex Model.

2. BANK’S CURRENT ATM-SWITCH INFRASTRUCTURE:

Dena Bank established licensed model ATM Switch, to network its Branches and ATMs, to offer„ any-where-any-time banking facility to its clientele. As on date Bank has installed 1450+ ATMs across the country which is connected to ATM Switch extending ATM facility to our Bank and other Bank cardholders. Bank is currently using Electra Software version running on Oracle-Sun M5000 Servers.

Services for RRB:

All the services detailed in the RFP must be extended to DGGB-RRB also including driving of ATMs and maintenance of cardbase on the same rate. However, the value added services in ATMs detailed above is extended only to Dena Bank Cardholders in Dena Bank ATMs.

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Wherever the word ATMs is mentioned in the RFP, it should be read as

„ATMs/CDs/BNAs/CRs unless and otherwise specifically mentioned.

Types of Cards issued by the Bank:

Currently Bank is issuing/ maintaining following types of cards in VISA (EMV/Non EMV) and RuPay (EMV/Non-EMV) Brands under Personalized/Non-Personalized category

DENA BANK ATM CARDS

DENA BANK VISA ELECTRON

DENA GOLD DEBIT CARD

INSTANT CARD

DENA SUPER GOLD DEBIT CARD

DENA BANK STUDENT CARD

DENA BANK RUPAY KCC

DENA EMV GOLD DEBIT CARD

DENA EMV DEBIT CARD

DENA BANK RUPAY DEBIT CARD

RUPAY INSTA DEBIT CARD

RUPAY INTERNATIONAL EMV CARD

THUMB BASE CARD (ILLITRATE)

THUMBS PLUS PIN BASE CARD (LIT

DENA RUPAY PLATINUM DEBIT CARD

PMJDY RUPAY DEBIT CARD

ATM Switch to also support any other card issued by the Bank in future.

3. Eligibility Criteria:

The Minimum Eligibility Criteria for the bidder shall be as under:-

S. No. Eligibility Criteria Documents required

1.

The bidder and the participating entity should be a PSU/ PSE/ Partnership Firm or a Limited Company, registered and having a legal existence in India for the last 3 years.

Certificate of incorporation

2.

The bidder should own ATM Switch license(s)/should have authorization from the application /IPR owner for offering ATM switching and driving, authorization, transaction processing and all related switching services on end- to-end basis, on hosted platform, as application service provider and currently offering similar services to at least two Banks.

Self declaration / manufacturer Authorization Form + Work Order and certificate from customer

3.

In case the solution offered has End of Life / Support already announced or announced by OEM/principal vendor/IPR owner during contract period, the service provider has to ensure that the same will be supported till the validity of the contract / or replace / upgrade the same on their own cost without any disruption in the ongoing Self declaration

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business transactions of the Bank

4.

In case of any acquisition/merger/take over of the service provider/solution provider (Switch OEM), it is the bidders responsibility to continue the services during the contract periods and serve the extension period as specified in RFP. Self declaration

5.

The bidder should have carried out minimum of one successful migrations from one ATM switch solution, including migration of existing switch customizations for minimum one bank.

Work Order and certificate from customer

6.

Offered switch solution should be capable of driving minimum 5000 ATMs and 500 Bunch Note Acceptors / Cash Recyclers.

Certificate from customer

7.

The Bidder should have a minimum turnover of Rs.50 crores (not inclusive of the turnover of associate companies) from its Indian Switch operations only in each of the last three financial years 2012-13, 2013-14 and 2014- 15 and should have achieved profit after tax in last three financial years

Audited Financial balance sheets /certificate from auditor

8.

The Bidder’s hosted ATM Switch should have currently interfaced with VISA, MASTERCARD, National Financial Switch (NFS) and all major interchanges or such certification shall be obtained before go-live.

Certificates / Self-declaration

9.

The bidder should have 24x7 operations team to manage the ATM Switch setup at its Primary and Disaster Recovery data centers. Self-declaration

10.

The bidder should not have been black listed by any Financial Institutions/Banks/IBA in India as on date submission of bid.

Letter from company secretary/ External auditor

11.

The proposed switch solution must be having capacity to connect 10000+ PoS terminals, interface payment gateway to accept e-commerce transactions.

Self-declaration / Customer Letter

12.

The OEM offered solution should have a minimum of three years of development, design and transaction experience in transaction Switching and Routing. Self-declaration

13.

ATM Switch should have following certifications

PCI DSS certified and registered.

PA DSS certified and registered.

Compliance with chip and non-chip based cards specification.

Supports EMV & Quick EMV specification for transactions.

A Technical Note with required certificates

14.

The bidder should have its own technical support centre in

India or should provide undertaking to set up such support

centre in India within 6 months from the date of Notification

of Award/ Purchase Order. Self-declaration

15.

The bidder should have its data centre/disaster recovery site in India. Self-declaration

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Photocopies of relevant documents / certificates, duly stamped and signed must be submitted as proof in support of the claims made. The Bank reserves the right to verify /evaluate the claims made by the Bidder independently. The decision of the Bank in this regard shall be final, conclusive and binding upon the Bidder

4. Detailed Scope of Work:

Scope of requirement (compliance sheet) is given in Technical Bid: Form-IV. 5 Projections for next 5 years:

The solution proposed by the bidder should be scalable to handle the load for the projections given below. The resource (CPU/Memory) utilization at given projections should not go beyond 70%. There should not be any single point of failure in the entire solution. The entire solution should be configured in high availability mode both at DC & DR with inbuilt redundancy. The below projection is indicative only and actual numbers may vary over the period.

Year No. of ATMs No. of Cards No. of Transactions No. of BNAs/CRs

1st Year 1482 6000000 81,000,000 100

2nd Year 2500 7200000 97,200,000 200

3rd Year 3000 8640000 116,640,000 300

4th Year 3500 10368000 139,968,000 400

5th Year 4000 12441600 167,961,600 500

Total

The projections are indicative only. Bidder to manage the infrastructure capacity sizing as per growing needs of the Bank by conducting quarterly periodical reviews. For any decrease / increase in the projections given, cost escalation during the contract is not permitted.

6. SERVICE LEVEL AGREEMENT & PENALTIES

6.1 Service Level Agreement (SLA)

The Bidder is expected to adhere to the Service Levels described in this document. The bidders must submit a self-confirmation that the solution proposed is designed and structured to meet or exceed the service levels as per Functional and Technical Specifications sought for in this RFP.

6.1.1 SLA Categories The SLAs expected for the project can be broadly divided into the following categories:

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Service set-up

ATM Switch and transaction processing

ATM Switch Service uptime and performance requirements

All these categories shall be measured for quality, completeness and timeliness as applicable. The bidder must ensure that tools / solutions required to for automated monitoring and reporting of the service metrics are provisioned as part of the hosted service offering.

6.1.2 SLA Review Process The bidder will disclose to the Bank, whenever sought, all contracts / subcontracts entered into for this RFP. The review will be conducted on monthly basis. The Bank reserves the right to call for meetings of all / specific vendors regularly during the tenure of the contract.

6.1.3 Hosted Service Setup

The Opex EFT switch must be set up and made live full-fledged within a period of six months or earlier from the data of release of the purchase order on the vendor by the Bank.

6.1.4 Hosted Switch and Transaction Processing

The most complex transaction under peak load should be successfully completed within a reasonable time.

The uptime requirement for the Core hosted Switching service (including any component that can potentially lead to discontinuity in the processing of any transaction) is 99.99% calculated on a monthly basis. This will be governed by a ceiling of not more than 5 minutes for every occasion of outage.

The uptime requirement for other than Core hosted Switching service is

99.5% calculated on a monthly basis. This will be governed by a ceiling of not more than 3 hours for every occasion.

MIS on uptime to be provided by the successful bidder is to include, amongst others, card type used for transaction, geographic location of the transaction originating at ATM / POS, authentication mode of transaction, ATM / POS wise volume and value of transactions, transaction type wise (e.g. Withdrawals, Deposits, Enquiries, RBI proposed Electronic Benefit Transfer etc.).

The MIS is to be submitted on a weekly basis and / or at the periodicity required by the bank. MIS reports on an ad hoc basis should be provided as and when required by the bank. The regular MIS must be generated in an automated manner, i.e. without manual intervention in data input, aggregation or formatting. All new MIS requirement should be automated within a month’s time of intimation by the Bank. Any fault / issue / defect / failure intimated by Bank through any mode of communication like call / e-mail / fax etc. are to be acted upon, so as to adhere to the service levels.

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The bidder should commit to provide services for implementation, roll-out, support, maintenance etc. for a minimum of 5 years. Bank may continue the services for further period of two years at the same rate at its discretion. The bidder should provide all necessary support to the Bank for migration to a new switch (irrespective of the operating model and service partner opted for by the Bank) at the end of the 5- year period at no additional cost to the Bank.

Bidder should also provide user documentation, system administration manuals, training material, disaster recovery plan and user acceptance test reports etc. as and when requested by the Bank. Such documentation must be made up to date at a periodicity of not more than six months. A self-certification detailing the version number of the updated document must be submitted to the bank within a month of the end of every six monthly period.

6.1.5 Service Uptime and Performance Requirement

An indicative list of areas covered under various levels is provided below:

Criticality Area

Service Description

Max. Time to

Recovery (MTTR)

Level 1 (Most Critical)

Core ATM Switch Solution

Core Systems, Applications and Databases (at PDC or DR)

Storage Solution Online interfaces

5 minutes if service

disrupted

Level 2 (Critical)

Non- Core

ATM Switch Solution

Non-core Systems, Application and Databases

Non-core monitoring

and MIS/ reporting solution

Helpdesk Applications

3 Hours if service disrupted during Business Hours

12 Hours during non-Business Hours.

Level 3 (Major)

Switch Solution Components

Deterioration of Core Switch Solution Performance or Service Level

Deterioration of Non-Core Switch Solution Performance or Service Level

8 Hours for Core Switch Solution Component

24 Hours for Non- Core Switch Solution Component

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Level 4 (Routine)

Business Functionality

Business Functionality Gap noted in the solution (i.e. Non-compliance with RFP requirement or a regulatory requirement. Facility Management

for Cards Operations

Additional

Customization.

2 days if Gap noted vis-à-vis required Functionality as per RFP If the Services for Cards operations is affected.

Level 1 and 2 incidents shall be considered to have occurred when the high availability architecture fails, e.g. when systems at DC or DR are not providing the requisite service

A Level 3 incident shall be considered when a component of the switch solution (e.g. server cluster hosting an application) fails leading to fall in response time and / or increase in utilization above required thresholds.

Showstopper issues pertaining to Software need to be addressed as an exigency wherein a workaround or a solution is provided within 2 hours. This is to ensure that Bank can function normally without impacting the business to a large extent.

A failure that does not result in a Level 3 incident is still required to be resolved by the vendor in a maximum of one week, after which an L3 incident shall be raised and the entire downtime from the time that the incident occurred shall be added for the MTTR calculation for L3 incidents.

All business functionality issues that are not covered under Level 1, 2, and 3 shall be classified as Level 4 issues.

6.1.6 Problem Management, Escalation and Penalties

Bank requires the Vendor to provide reports on “Business Downtime” and a log of all issues that have been raised and Closed/ Pending Closure by the Vendor. The frequency of the report would be Weekly, Monthly, Quarterly and Yearly.

The timelines and penalties as defined in section 6 . 2 of this R F P shall supersede the percentages in the above table in case of any discrepancy.

The Vendor is expected to provide an application for logging issues. It should have an audit trail and updating functionalities and preferably have role based access for the users. Bank should be able to retrieve the details of any issue logged and get the complete history of the issue including the enterer, date of entry, date and details of the solution, re-opened date with remarks etc.

6.1.7 Customization and further development

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Subsequent to Go-live of the new switch, the switch vendor shall have to comply with all upcoming mandates and other guidelines of RBI, NPCI and card associations (Visa, RuPay, MasterCard etc. as applicable), as well as to updated PCI-DSS security guidelines. Any development required for such compliance will be at no additional cost to the Bank.

The Bank may from time to time and depending on business / operational requirements seek to implement functionalities that are already possessed by the switch solution but not implemented by the Bank at the time of new switch implementation. Such implementation will be carried out by the vendor at no additional cost to the Bank, up to a maximum of 200 man-days every year.

Any other change required by the Bank may be implemented by the successful

bidder at a negotiated consideration that is mutually agreeable to both the Bank and the vendor.

6.2 Penalties

6.2.1 Penalties for Delayed Implementation

The successful bidder should complete the responsibilities that have been assigned on time. As a deterrent for delays during implementation, Bank may levy penalties for delays attributable to the bidder or the participating entities. The ATM Switch migration and go-live should be completed per the timelines. In case the timelines are not followed, the liquidated damages, as per clause defined below shall be claimed.

In case the services are not made available within the stipulated period, Bank may at its option impose penalty for the period of delay @0.5% of total cost per week or cancel the order and place the order with an alternate vendor. The penalty may be increased to 1% per week for the delay beyond 3 weeks from the stipulated date of delivery. If the services are not made available even after 4 weeks from the stipulated date, the Bank will cancel the order and the EMD submitted by the bidder will be forfeited. Please note that the bank reserves the right to cancel the contract if the services offered do not conform to the specifications and features sought for in the RFP.

6.2.2 Penalties for Service Deterioration

Business / Service Downtime and Deterioration shall be the key considerations for

determining “Penalties” that would be levied on the vendor. The inability of the vendor to provide the requirements as per the scope or to meet the deadlines as specified would be treated as breach of contract and invoke the Penalty Clause.

Overall cap for all the penalties for a particular year for other that Level 1 issues shall be limited to 20% of the value of the contract for the said year. The penalties for level1 issue will be levied as per the calculation over and above the penalties for other issues. The Bank may, however, invoke the Performance Bank Guarantee of the bidder above the aforementioned overall cap on penalties in case the performance of the bidder is not found satisfactory under the contract. If the failure of any component

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leads to business downtime more than thrice within a span of six months, the vendor is expected to replace the component / equipment at its own cost.

The “Penalties” applicable for issue based on the criticality have been detailed in the Matrix below. The applicable “Penalties” would be the same irrespective of the root causes.

Criticality

/ TTR

Level 1

Level 2

Level 3

Level 4

>5 minutes 50,000 >30 minutes 75,000 > 1 Hour 1,00,000 > 2 Hours 1,50,000 > 4 Hours 4,00,000 75,000

> 8 Hours 10,00,000 1,50,000 75,000 > 12 Hours 15,00,000 3,00,000 1,50,000 > 24 Hours 25,00,000 6,00,000 3,00,000

> 48 Hours 40,00,000 8,00,000 6,00,000 1,50,000

Penalty for respective level per the above table shall be applied in case of non- availability of both the DC and DR setup.

Penalty of half the amount for the respective Level shall be applied if either of the core switch solution at DC or DR fails and even if the solution is operational on either of them.

6.2.3 Other Penalties

An incident related penalty will be levied for every L3 incident that remains unresolved for more than 16 business hours. The incident level penalty shall be INR 7,500/- and will be increased by INR 7,500/- for every 4 continuous hours (business as well as non- business) that the L3 incident remains unresolved.

The Bidder shall ensure uptime and service quality as defined by the bank above. All penalties will be calculated and charged quarterly independent of each other.

The Bank reserves the right to recover the penalty amount by any mode such as

adjusting from any payments to be made by the Bank to the Bidder.

7. PAYMENT TO VENDOR:

Payment to the vendor for the services offered will be made on monthly basis in arrears after recovering applicable penalties as per the terms of the RFP/ SLA.

8. TECHNICAL EVALUATION:

The Technical Offer of all eligible vendors shall be opened first for evaluation and short listing. Bank prepares a list of empanelled vendors on the basis of the compliance of pre-qualification criteria as per terms of the tender documents & technical evaluation based on the technical compliance of the product offered by the bidder vis-à-vis the technical specifications given in the technical bid forms. Bank may

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call for any clarifications/additional particulars required, if any, on the technical bids submitted by the bidder. The bidder has to submit the clarifications/ additional particulars in writing within the specified date and time. The bidder’s offer will be disqualified, if the clarifications/ additional particulars sought are not submitted within the specified date and time. As a part of the technical evaluation process, Bank shall undertake the following

Reference Site Visits

Vendor Presentation

8.1 Reference Site Visits:

Bank team will visit the bidder’s office where the necessary infrastructure and other set up is established for providing ATM Switch Services under Opex model and any reference sites where similar services are offered by the bidder, to have a firsthand observation of the proposed services and submit its report along with marks scored by each bidder. The team would also interact with the officials of the banks at the reference sites to obtain their views wherever it is found necessary. Cost for site visit to be borne by the bidder. 8.2 Vendor Presentation:

The bidders should make presentations of their respective solutions before the Bank’s team. Each bidder will be given a time slot of 30 minutes to present their proposed services / capabilities. The bidder will be awarded marks based on the strengths of each solution offered by the bidders and its suitability for the bank.

8.3 Technical Evaluation Score Card:

The technical evaluation score card based on which the bidder’s proposal will be evaluated is given below.

S. No Evaluation Component Maximum

Score Minimum

Score

1 Compliance to Eligibility Criteria 30 30

2 Compliance to Technical Requirement 50 35

3 Reference site feedback 10 -

4 Vendor presentations 10 -

Total 100 70

Bidder has to score a 100% marks for serial no 1, 70% marks for serial no. 2 and minimum marks for serial no 3-4 in the above table. Bidder is required provide compliance to the technical requirement given by way of standard product features / customization.

Overall marks secured by the bidder should not be less than 70.

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9. COMMERCIAL EVALUATION:

Bank reserves right to normalize the commercial bids based on total cost of ownership for 5 years as per prices offered in the commercial bid form. 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 in separate envelopes. 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.

10. INSTRUCTIONS TO VENDORS:

This RFP is not an offer by the Bank, but an invitation for bidders‟ response. No contractual obligation whatsoever shall arise from this RFP process unless and until a formal contract is signed and executed by the authorized signatories of the Bank and the Bidder.

The bank intends to empanel vendors who qualify on the basis of Pre-qualifications, Technical Evaluation of Passive & Active components offered against bank's requirements, for a period of five years for ATM Switch services.

The Bank intends to obtain Technical & commercial bids for its requirement of ATM Switch services from the Vendors and evaluate L1 Vendor as per the procedure given elsewhere in the document, and avail the same from the L1/ short listed vendor on the basis of Commercial bids evaluation.

The bidder shall submit the offer in sealed cover and the cover shall be super scribed with “Offer for ATM Switch Services under Opex model”. The cover should contain the eligibility bid, technical offer and commercial offer in separate closed envelopes.

The envelope containing the eligibility bid should be super scribed with “Eligibility bid for ATM Switch Services under Opex model” and should include only Company Profile (as per enclosed format), Relevant documents supporting the eligible requirements etc., for the bid as mentioned in eligibility criteria.

The envelope containing the technical offer should be super scribed with “Technical offer for ATM Switch Services under Opex model” and should include only Company Profile (as per enclosed format), Relevant Technical Bid Form and Standard Printed Technical Literature/Brochure about the Product, Quality certifications for the Products for the bid.

The envelope containing the commercial offer should be super scribed with “Commercial offer for ATM Switch services under Opex model” and should include only the commercial quote for the product offered (as per the format enclosed). Please note that no other information other than the price should be furnished along with this offer.

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The eligibility bid will be opened first for evaluation. Bidders, those meet the eligibility criteria mentioned in the RFP will be called for opening of technical offers subsequently. Bank will conduct technical evaluation as per the terms of RFP. The bidders those are qualified in technical evaluation will be called for opening of indicative commercial offers and will be allow to participate in reverse auction.

11. RFP Fees:

The Bidder is required to submit a Demand Draft amounting to Rs.10,000/- (Rupees

Ten Thousand only) in favour of Dena Bank payable at Mumbai along with the bid. This

is to be submitted in a separate envelope along with the Bid response. This amount is not

refundable.

12. Earnest Money Deposit (EMD):

The Bidder is required to deposit an amount of Rs.60,00,000/-, (Rupees Sixty

Lakhs only) in the form of a Demand Draft / Banker‟s Cheque / Pay order in favour

of „Dena Bank‟ payable at Mumbai as Earnest Money Deposit. The bidder may however submit a Bank Guarantee for 180 days issued by a Scheduled Commercial Bank in lieu of EMD by way of Demand Draft / BG. The format of Bank Guarantee is provided in the ANNEXURE-II.

This is to be submitted in a separate envelope along with the Bid response

No interest will be paid on the EMD.

EMDs / Bank Guarantees furnished by all unsuccessful Bidders will be returned on the expiration of the bid validity / finalization of successful Bidder, whichever is earlier.

The EMD made by the bidder will be forfeited if:

the bidder withdraws his bid before opening of the bids.

the bidder withdraws his bid after opening of the bids but before acceptance

of “Letter of Intent” or “Purchase Order”.

the selected bidder withdraws his bid / proposal before furnishing

an unconditional and irrevocable Performance Bank Guarantee.

the bidder violates any of the provisions of the terms and conditions of the

RFP in the process of evaluation and up to submission of

Performance Bank Guarantee.

the bidder could not make the service live even after 4 weeks from the

stipulated dated as per the timelines given in the

Failure to accept the order by the Selected Bidder within seven days from the date of receipt of the order makes the EMD liable for forfeiture at the discretion of Bank. However Bank reserves its right to consider at its sole discretion the late acceptance of the order by selected Bidder.

13. General Terms of Bid submission:

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Please note the following points while submitting your offers.

A. The offers shall be made strictly as per the formats enclosed. B. Bidders have to submit only one copy of Technical Offer and one copy of

Commercial Offer.

C. A soft copy of the technical and commercial bids shall be kept in the respective

envelopes.

D. The Bidder shall bear all the costs associated with the preparation, submission

of its bid and Bank will in no case be responsible or liable for these costs,

regardless of the conduct or outcome of the bidding process.

E. The bid shall be typed or written in indelible ink and shall be signed by the

Bidder or a person duly authorized to bind the bidder to the contract, on all pages

of the bid.

F. The bid shall contain no interlineations, erasures or over writing except as

necessary to correct errors made by the Bidder. In such cases the person or

persons authorized to sign the bid shall initial such corrections.

G. The Bidder is expected to examine all instructions, forms, terms and conditions

and technical specifications in the Bidding Documents. Failure to furnish all

information required by the Bidding Documents or submission of a bid not

substantially responsive to the Bidding Documents in every respect will be at the

Bidder‟s risk and may result in the rejection of its bid.

H. The Bidder is expected to examine the requirements given in the technical

specifications and submit compliances. If any inconsistencies are observed in

the specifications, the bidders may provide response basing on the purpose for

which the tender is called for with remarks mentioned against each of such

items where inconsistencies are observed I. At any time prior to the last date for submission of bids - the Bank may, for any

reason whether at its own initiative or in response to a clarification requested by a prospective bidder, modify the Bidding documents by amendments. All such amendments will be posted on the Bank‟s web site, which will be binding on all the bidders. Further, in order to provide reasonable time to the prospective Bidders to take the amendments into account in preparing their bid, the Bank may, at its discretion extend the last date and time for submission of their bids.

J. The company having quality certification & other certifications, for their operations,

will be preferred. Also, the products having respective quality certifications will be

preferred. K. In addition to the above, if any additional/ enhanced services are offered in

view of technological changes, it may be furnished as optional feature with/without cost duly explaining the benefits of the services in the technical offer document. However, the basic quote should be confined only to the services asked for.

L. Time required for migration and go-live shall be mentioned in the technical

offer.

M. The Bank reserves the right to amend, modify, add, delete, accept or cancel in

part or full any conditions or specification of all proposals/ bids, without

assigning any reason at any time. The Bank is under no obligation to acquire any or all the items proposed.

N. The Bank may reject any or all the responses received without assigning any reason whatsoever. The Bank reserves the right to cancel the entire process at any stage.

DENA BANK


Page 17 of 49


O. No columns of the tender should be left blank. Offers with insufficient information

and Offers which do not strictly comply with the stipulations given above, are liable

to be rejected. P. Bank may accept or reject, in full or in part, any or all the offers, without

assigning any reason whatsoever. Q. Bank reserves right to procure different softwares/equipments/ components from

various vendors depending on its requirement and bidder shall co-ordinate with other vendors for integrating the same with the ATM Switch solution offered by the bidder. In this regard, necessary testing and certification, if any required, would be undertaken for any such third party products/software jointly with the bidder and the bidder is required to co-operate for the same. However, the bidder should note that there cannot be any financial implication to the Bank over and above the Bid Price/Negotiated Price under this RFP for any such testing, certification etc., and/or for the expenditure incurred for co- ordination with any other vendors.

R. Vendors shall indemnify, protect Dena Bank against all claims, losses, costs, damages, expenses, action suits and other proceedings, resulting from Infringement of any Patent, trademarks, copyrights, agency/dealership etc., or such other statutory infringements in respect of the entire software supplied by the vendor.

S. Any disputes will be subject to the jurisdiction of courts at Mumbai. T. Eligibility Criteria: The vendors who meet the Standards / specifications mentioned

in the “Technical Specifications / Vendors Qualifications” only have to submit their offer.

U. Vendors can modify or withdraw their offer on or before last date for submission. Bank does not entertain any offer after the close of tender date and time.

V. Bank reserve the right to cancel the tender at any stage without assigning any reason.

W. The Bank reserves its right to conduct testing of the offered solution and software by any consultant/agency of its choice.

X. The vendor should provide the services for a minimum of five years. Thereafter the vendor should give minimum of 12 months’ notice prior to discontinuation of Services.

Y. On-site training is to be imparted to the Bank team on how to use the software and various functionalities.

Z. The migration and go-live is to be completed within 6 months from the date of issue of Purchase order.

AA. All points on which the bidder needs clarifications from the Bank during the pre- bid meeting, should be submitted by email to [email protected] on prescribed format (Annexure - III) by the stipulated date.

14. Force Majeure:

Notwithstanding the above provisions, the Successful bidder shall not be liable for penalty or termination for default if and to the extent that its delay in performance or other failure to perform its obligations under the Contract is the result of an event of Force Majeure. For purposes of this clause, "Force Majeure" means an event beyond the control of the Bidder and not involving the Bidder's fault or negligence and not foreseeable. Such events may include, but are not restricted to, wars or revolutions and epidemics. If a Force Majeure situation arises, the Bidder shall promptly notify the Bank in writing of such condition and the cause thereof. Unless otherwise directed by the Bank in writing, the Bidder shall continue to perform its obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means of performance not prevented by the Force Majeure event.


DENA BANK


Page 18 of 49


15. Confidentiality:

The RFP document contains confidential information proprietary to the Bank. The Bank is bound by an agreement of confidentiality and secrecy with regard to the dealings of all customers, particularly the borrowers. The selected Bidder shall take all precautions necessary to keep the information totally confidential and under no circumstances it will be disclosed to any third party or competitors. The Bidder shall render himself liable for disqualification/premature termination of contract apart from other legal action as may be warranted for any laxity on his part. The Bank is entitled to be indemnified by the Bidder for any loss/damage to reputation and / or for any breach of confidentiality.

The information referred to shall include but not restricted to any and every information concerning the Bank and its customers which the Bidder comes to know only on account of his being associated with the Bank through the contract which the Bidder otherwise would not have had access to. The Bidder shall also not make any news release, public announcements or any other reference on RFP or contract without obtaining prior written consent from the Bank. Any reproduction of this RFP by Xerox/Photostat/Electronic or any other means is strictly prohibited without prior consent of the Bank.

16. Resolution of disputes:

All disputes and controversies between Bank and Bidder shall be subject to the exclusive jurisdiction of the Courts in the Mumbai Urban District and the parties agree to submit themselves to the jurisdiction of such court. This Project agreement shall be governed by the laws of India.

17. Arbitration:

Any controversy or claim arising out of or relating to this project and the services to be rendered by bidder under or pursuant to this project Agreement, the interpretation hereof, or its breach shall, if not resolved by mutual discussions between the parties, be settled by binding arbitration in accordance with the Arbitration and Conciliation Act, 1996. Arbitration shall be conducted in Mumbai in English language. The Arbitral Tribunal shall be composed of one Arbitrator to be appointed by each Party, and a third Umpire appointed by such Arbitrators. Each Party shall bear the costs, fees, etc of the arbitrator nominated by them and shall equally bear the costs of the Umpire.

18. Inspection of Records:

All Bidder records with respect to any matters covered by this tender shall be made available to Bank or its designees, including RBI Inspectors / auditors at any time during normal business hours, as often as Bank deems necessary, to audit, examine, and make excerpts or transcripts of all relevant data. Said records are subject to examination. Bank’s auditors or its designees would execute confidentiality agreement with the Bidder, provided that the auditors would be permitted to submit their findings to Bank, which would be used by Bank. The cost of the audit shall be borne by Bank. The scope of such audit would be limited to Service Levels being covered under the contract, and financial information would be excluded from such inspection, which shall be subject to the requirements of statutory and regulatory authorities. The offers shall reach us before 15.00 hours on 22/12/2015

DENA BANK


Page 19 of 49


The tenders thus reached the Bank within the stipulated date and time will be opened (except Commercial Bid) on 22/12/2015 at 15.30 hours.

The sealed cover should be addressed to The Asst, General Manager, Information Technology Department, at the address mentioned above.

Asst. General Manager

Encl: Technical Bid Form I to IV

Annexures I to III Commercial Bid Form I & II

Note: Bid submitted through courier will not be considered.

DENA BANK


Page 20 of 49


Technical Bid Form Form-I

(ATM Switch Services under Opex Model)

Company Profile:

1 Name of the Company

2 Address of Registered Office /

Head Office

3 Phone Numbers (with STD Code)

4 Fax Number

5 e-mail id

6

Constitution : (Public Ltd Co., / Pvt., Ltd Co./ Partnership/ Proprietary Concern etc)

7 Date of Establishment

8 Name of the Chief Executive

9 Name of the Contact Person and

Phone No.

10 Sales Tax Number

11 Income Tax Number ( PAN ) 12

Products Manufactured / Traded/

Services offered (Attach

product/services literature

documents)

13

Brief description of Business, Business Background and Infrastructure available for

Services Offered

14

Details of Quality Certifications

Obtained for the

Products/Services (Attach Xerox copies)

15 Total Number of Employees

Date: Signature of Authorized Official with Seal

DENA BANK


Page 21 of 49


Technical Bid Form Form-II

(ATM Switch services under Opex model)

List of Major Customers and related references

A. List of Major Customers (to whom ATM Switch/related services are provided)

Name of Bank Details of Services provided

B. Reference details of major contracts (Please furnish details based only on service contracts executed during the year April 2014 to November 2015)

Sl.No

Name of the Buyer

Contact Person

Phone No

Details of

services Provided


DENA BANK


Page 22 of 49


Technical Bid Form Form-III

(ATM Switch services under Opex model)

Abridged Financial Position

(Enclose copy of audited statements)

(In Rs in Lakhs)

2012-13 2013-14 2014-15

Audited (A) / Provisional (P) (A) (A) (A)

Paid up Capital

Tangible Net Worth

Total Assets

Total Sales (net of excise)

PBDIT

Profit after Tax

Please attach annual reports / audited financial statements for the latest two financial

years.

Quantitative Details

Particulars of the Item with

regard to ATM Switch Services

under Opex Model

2012-13 2013-14 2014-15

No. of Banks:

Public Sector Banks

Others

No. of ATMs driven:

Public Sector Banks

Others

No. of POS Machines Driven:

Public Sector Banks

Others

No. of BNA/Cash Recyclers Driven:

Public Sector Banks

Others

Cardbase Maintained:

Public Sector Banks

Others

Transactions Processed through Switch

Enclose certificate from the respective Banks.


Technical Bid Form Form-IV

(ATM Switch Services under Opex Model)

TECHNICAL REQUIREMENTS

The offer may not be evaluated and/or will be liable for rejection in case of non- submission or partial submission of details sought in the RFP. Bidders should offer the solution that is state of the art and which will be supported for a minimum period of 5 years from the date of migration. Deviations in technical specifications may be clearly indicated. It is possible that the solution offered by the bidder do not meet all the specifications sought by the Bank. Minor deviations from the specifications in the current models will not be a reason for rejection of the technical bid as long as the vendor indicates that it can provide the specifications desired.

Details of Switch Solution Offered:

1. Software:

2. Hardware:

Functional & Technical Specifications:

S.No

Functional and Technical Requirement

Y/R Bidder’s

Response

S/C/N Remarks,

IF ANY

ATM Switch Solution

1. Solution should be compliant to all existing

regulatory guidelines GOI/IBA/RBI/NPCI etc.

Y

2.

Solution should be compliant with standards

and guidelines issued by major interchanges such

as Rupay, VISA, Master Card etc.

Y

3. Solution should adhere to requirements of IT Act

2000 and its amendments

Y

4. Solution should adhere to requirements of Payment

and Settlement Act 2007 and its amendments

Y

5. ATM Switch Solution should be EMV/PCI-DSS/PA-

DSS Certified

Y

6.

Should support Mag-stripe as well as EMV (Chip & PIN) compliant with contact and contact-less, for acquiring ATM and POS Transaction

R

7.

Should support Biometric Authentication as per Bank’s existing Biometric System and also Aadhaar Based Biometric authentication (when required)

R

8. Should be Triple DES compliant Y

9. Should support PKI based transactions Y

10.

Should support message level encryption (software and

hardware based) for entire or select critical elements

in the message such as PIN, Track Data etc.

Y

11.

Should support Host Security Modules from all

leading manufacturers including but not limited to

Attalla, Thales & SafeNet

Y

12.

Transaction Security - The system should

support measures such as PIN Verification, 3DES

Encryption, Key Management, MACing, Key encryption

and Masking, Dual HSMs with automatic fallback

Y

13.

Solution should provide capabilities to enable

biometric, Two Factor Authentication, Secure PIN

Based and similar industry standard modes of

authentication.

Y

14.

Switch must handle any Message Level Interface

and should support all Industry standards message

formats like ISO 8583, XML etc, for all major ATM

machines and POS terminals, Core Banking

Systems, Third Party Interface, etc.

Y

15.

Switch must handle any Message Level routing based

on but not limited to Card Based, Account Based,

Institution Code, BIN, Card Range, Message ID,

Transaction Type and any other ISO/XML field value.

Y

16. Solution should provide GUI to handle Message

Level routing

R

17.

Switch must provide connectivity to various Card &

PIN as well as biometric based ATMs/POS/Kiosks with

NDC / DDC message formats as well as ISO 8583

formats.

R

18.

Solution should support Note Acceptance (Single and

bunch) and Cash recycler for makes such as

Diebold, NCR, Vortex, Wincor, LIPI and all major

terminals Available in the domestic/ global market

R

19. Solution should provide front end software for

accessing the ATM Switch in a secure manner

R

20. The system should support ATM access fee based

on Terminal ID, ATM Location, BIN, Country Code, etc

Y

21.

The proposed solution should have an open

architecture and proven and mature platform, in

production at least for the last 3 years

R

22.

The system architecture should be modular, with load

balancing and fault tolerance for data recovery,

hardware failure and site failure with built in redundancy.

The solution should also allow 100% scalability, by

adding capacity to the current environment (vertical and

horizontal)

R

23.

Solution must support international networks /

interchanges including but not limited to Rupay, VISA,

MASTERCARD, Amex, CUP, Dinners, Cirrus,

DISCOVER etc.

Y

24.

Solution must support national and International

networks / interchanges including but not limited to

NPN, SCT, NPCI, DFS etc.

Y

25.

Switch should have capability to drive all standard

ATMs including DIEBOLD,NCR, Wincor, LIPI, Hitachi,

Vortex, Hyusang, etc

Y

26. Switch should be compatible with all standard

Kiosks available in the market

R

27.

Switch should have capability to drive all standard

POS terminals including Hypercom, Verifone,

Schlumburger, Lipman, Ingenico etc along with Mobile

POS terminals like M-Swipe, Mobiswipe etc

R

28. Provide an integrated solution for both hardware

and software including enterprise support from OEM

R

29. Should provide High Availability at component level

at datacenter

Y

30. Should provide High Availability of DR. The bidder

should explain its DC and DR Architecture

R

31.

Should ensure „near-zero‟ data loss DR environment to

support the Bank's existing DC-DR-Near Site network

architecture

R

32.

Should be up and running in DR environment in less

than 30 minutes if the primary site fails in case of

Active- Passive

R

33. Should maintain switch data for at least 10 years in

an easily retrievable form

R

34. Should maintain online transaction data for minimum

180 days

Y

35. Should support Domestic interchange Y

36. Should automatically update from external

Interchange Routing tables list refresh sources (VISA,

MasterCard, Rupay etc)

Y

37. Should support instant Refresh of balances from the

host to the Switch online/through PBF.

Y

38.

Should support any other mandatory

requirements introduced by Govt. of India/regulatory

authority/settlement agency such as Rupay/ Visa/

Master

Card etc.

R

Solution must provide interface to alternate

channel applications and Payment Products like:

39. Internet Banking R

40. Online transactions like online shopping, bill

payments, Fee, Donations etc

R

41. Mobile Banking R

42. IMPS R

43. Financial Inclusion R

44. Payment Gateway Interface R

45. Telephone Banking and IVR R

46. Should support configuration of new Host parameters

on the Switch without stopping services.

R

47.

Should be able to monitor and report status of

Host, partner switches, ATMs, BNAs/CRs, POS and all

interfaces

R

48. All transactions should be identified by a

unique transaction id

Y

49.

The application should have user-friendly and

powerful querying mechanism and help effective data

mining based on the Bank defined parameters,

processing logic, rules and criteria.

R

50. The solution should have a strong

Management

Information /Decision Support System facility.

R

51.

Maintain logs and offer report of all transactions

coming in and going out of the Switch, including the

application messages and communication

messages without impacting on the performance at

peak load condition

Y

52.

Switch should have capabilities to offer seamless

support and integration capabilities for Card Not

Present (CNP) Transactions through Internet.

R

53. Online addition of New ATM/POS/BNA/CR

without bringing down the System / Switch network

R

54. Proposed solution should provide multi-

institutional transparent and configurable business logic

and tools

R

55. Solution should provide for dynamic generation

of terminal session key

R

56.

Solution should offer remote key download functionality

with requisite security features such as

password/encryption etc.

R

57.

System should automatically generate Daily transaction

reports based on the scheduled time and should have

the capability to export the same in different formats

but not limited to CSV, xls/xlsx, xml, text, etc

Y

Services through ATMs:

58. Cash Withdrawal Y

59. Balance Enquiry Y

60. Fast Cash Y

61. Mini Statement Y

62. PIN Change Y

63. Fund transfer between accounts linked with the card Y

64. Utility Bill payment Y

65. Mobile Recharge Y

66. Linking Aadhaar Number with Bank Account Y

67. Balance Enquiry, Cash Withdrawal, PIN Change & Mini-

statement for other Bank cardholders in NFS Network

customers

Y

68. Bilingual / Trilingual Screen & Receipts Y

Services for BNAs/CRs:

69. Transactions with Card R

70. Balance Enquiry R

71. Cash Deposit R

72. PIN Change R

73. Mini Statement R

74. Transactions without Card – Only Deposit R

75. Fraud and Risk Monitoring Solution

76.

Should be able to integrate with the Fraud Risk Monitoring Solution availed by the Bank from VISA/NPCI for VISANet/NFSNet transactions

R

77.

Should integrate with the NPCI FRM solution in Near

Real time /Real time mode. In case of real time

mode, the risk score provided by NPCI for every

transaction should be validated by the switch and

decision to be taken for authorization/ decline based

on the parameters configured.

R

78.

The solution should monitor all On-us transactions i.e

transaction happening in our Bank ATMs and all other

terminals connected to the Switch.

R

79.

The FRM Solution offered should be configurable, scalable and customizable and integrated with the ATM switch solution offered by the bidder, to support the Bank’s requirement on Fraud Risk Monitoring and take realtime decision.

R

80.

The solution should provide an option to configure

rules based on various risk parameters, test the same

in live database to analyse the impact of implementing

the rule before enable the same in live.

R

81.

The FRM solution offered by the bidder should have all

the parameters available in the solutions currently being

used by the bank and shall be customizable to enable

any new parameters as per the requirements given by

the Bank in future.

R

82.

The system should provide the risk score for each transaction basing on the defined set of rules using which the switch can take a decision either to approve or decline the transaction.

R

83. Able to block /unblock set of transactions based on -

MCC

/Bin based /Domestic /International/other parameters

R

84.

Solution should generate real time alert (SMS &

email) and should work intelligently based on the

pre-set parameters and transaction patterns

R

Security control

85. Solution should support configurable security

controls over specific users or group of users

R

86. Data access should be controlled based on

individual profiles/roles.

R

87.

Solution should provide for configuring privileges at

user level and be able to set preferences

based on rules/roles/groups

R

88.

Solution should provide facility for recording time-

in, time-out of user from such device in ATM

Switch database. Audit logs should be maintained

and made available for the bank in case of need

R

89.

Solution should provide adequate reports for

these controls and should provide report/alert on

unauthorized Access

R

Operational Security

90.

Mode to access the system should be through

passwords to ensure that only authorized users gain

access

R

91. Solution should provide for configuration of complex

passwords using algorithms and special characters.

R

92. Option to set life for the password in the system

for forcing the user to change it once the it expires

R

93. Password history is to be maintained and validated

so that the same password is not continued by the user

R

94.

The user rights on the system should be definable so that a user can perform only those tasks, which are assigned to them.

R

95. System must provide levels of security, which will

include Add, Modify, Delete, Query etc

R

96.

It should be capable of maintaining audit logs of each

activity on the system. Audit Trail of all changes made

in the application, system Parameter, user role change

etc. with details like user name, IP address, date and

time, module name etc. System should maintain a

record of the users who have accessed the system,

resources used and actions performed along with

security violations.

R

97.

Type and nature of security violations should

be configurable over & above what has been stated

above.

R

98.

Solution should provide and retain audit logs of

transactions throughout the system and each

transaction should be uniquely identifiable in the system

R

99. The solution should be capable to send alerts on

changes in system parameters as per configurations

R

Authorization and PIN Verification

100.

Capable of handling minimum 16-digit to 19-digit card number (PAN) presently and any further variations introduced by VISA, MasterCard, NPCI and any other payment system association, etc

R

101. PIN number to be supported should be in the range of

4 to 11 digits

R

102. Support for PIN verification using Hardware

Security Modules & other leading industry wide PIN

verification solutions.

Y

103.

Prompt for forceful Change of PIN at first time use

of Cards and should also support forceful PIN

change at defined level of intervals

R

104. Should be configurable with Host/Interchange for

Authorization/PIN verification

Y

105.

Admin Card Generation and Admin card PIN verification for ATMs, BNAs/CRs and other channels wherever necessary

Y

106. System should validate transactions allowed for the

specific card / card type and linked account.

R

System should support following

mechanisms for authorization control:

107. PIN Y

108. CVV/CVC, CVV2/ CVC2/ ICVV Y

109. ARQC/ ARPC Y

110. Expiration date Y

111. Check Digit Y

112.

Setting up separate limits & velocity at a

Interchange level, Institution level, Transaction Type,

Country level, MCC and Terminal level

Y

113.

Setting up separate online / offline limits & velocity for Interchange level, Institution level, Transaction Type, Country level, MCC and Terminal level

Y

114. Personalized card limits by cardholder for

withdrawal & POS transactions.

Y

115.

Key Management for Dynamic (master/slave) and constant key DES, with support for dynamic key exchanges based on time, date, transaction volume

Y

Authentication

116. Verification of the validity of the card (whether active or

Inactive)

Y

117. Expiration date verification on card / Switch as per

card issuer

Y

118. CVV/ CVC, CVV2/ CVC2/ ICVV verification Y

119. Checking for Hot listed or CLOSED cards Y

120. Supports Card verification by Host / Interchange Y

Transaction Routing

Offer reliable and flexible routing schemes to support

flow of transactions. The system should be capable

enough to route online/offline transaction to different

CBS, network providers, interchange, private

interchange, billers, service providers, different Card

Management System, etc based on different criteria,

some of which are:

R

121. Card Number

122. Account Number

123. BIN Number

124. Institute

125. Network ID

126. Any of the fields, subfield in ISO 8583 message

127.

Supports Stand-in Authorization. The authorization parameters in such cases should be user definable in respect of Limit, Usage accumulation period; Negative/Positive Balance File based

information etc. The Switch should be capable of

maintaining and validating the status of the account such as Debit/Credit/Total Freezed, Closed, Lien marked etc. for Stand–in authorization

R

128.

All transactions authorized in stand-in-mode are to be stored and then forwarded to the host authorizer when it becomes available automatically.

R

129. The Switch should support parallel refresh of SAF records through multiple connections with the host

R

130.

Routing of on-us transactions to the Bank's Core banking system as well as other partner banks, Routing of on-us/ off-us/VISA/MasterCard transactions to single or multiple hosts.

Y

131.

Routing of off-us card ATM withdrawals (SMS Transactions) advice message to the bank's core banking system for GL update

Y

132.

The solution supports routing of foreign transactions to external Switch interchange networks, Card prefix based routing, routing of transactions from the

acquirer to the issuing agency of the card

R

133. Support Alternate Path routing R

134. Support Priority based routing R

135. Capability to interface with any card schemes provided by the Bank

Y

Monitoring

136.

GUI based with dashboard facility (configurable to user’s need) at multiple locations, as required by the Company/Bank

R

137.

Online status of ATMs, devices, interchanges, host, servers etc. connected to switch including reason in case of down/ problem in ATM and generation of alerts via SMS, email etc.

R

138.

Online status of different components of Switch application like processes, interfaces nodes, etc.

Y

139.

Online transactions surveillance giving

information/analysis on TPS, transaction wise,

interchange wise, type of transactions wise, successful/ decline ratio, reason for declining of transaction, abnormal transaction behavior on particular device etc.

Y

140. Hardware performance monitoring like CPU, memory, Disk I/O, other performance parameters etc.

Y

141. Provision for defining the thresholds for different parameters.

Y

142.

Should be able to give alert at screen, through voice, SMS and emails in case of problem and abnormal network/transaction behavior

R

143.

The system should be able to provide history of ATM status and should be able to generate and export report whenever and wherever necessary

Y

144.

The system should be able to handle tickets automatically and SLA should be generated accordingly

R

145.

Intelligent MIS for a desired duration on all above parameters including ATM up/ downtime and business analysis for decision support system.

R

Device Screen and Software Management

146. Capabilities to allow Addition/Deletion/Modification of ATM/POS/Kiosk screen flow & its contents centrally

R

147. Should support remote Terminal Master & Session Key management

R

148.

The solution should support PCX, GIF, JPEG, MPEG, FLC, FLI and other audio / video file formats. The solution should be able to invoke any of the above file types loaded in the terminals connected to Switch

R

149.

The solution should be capable of centralized distribution of software upgrades and patches to the ATMs/CDs/Kiosk/POS.

R

150.

Any other mandatory requirements introduced by regulatory authority/Central Bank/ Visa/ MasterCard etc, at no extra cost to the Bank.

R

POS

151. The system should support:

152. Pre-Authorization Purchase R

153. Pre-Authorization purchase completion R

154. Purchase/Sales R

155. Payments, government payments/tax, etc R

156. Balance enquiry R

157. Cash advance R

158. Cash Withdrawal R

159. Void/Refund R

160. Adjustments R

161. Deposit R

162.

Solution should provide for Intra bank transfer, VISA Money Transfer (VMT),Western Union as well as any other transfer methods as per the Bank's equirement

R

163. Bill Payment, mobile top-ups, etc R

164. Cash Back R

165. Facility of PIN , Biometric based transaction at POS R

Kiosk/Micro ATM

166. The system supports:

167. Balance Inquiry R

168. Mini Statement R

169. Full statement R

170. Facility of PIN , Biometric based transactions R

171. PIN Change R

172. Fund Transfer R

173. Capturing of Customer Mobile Number R

174. Mobile & DTH top ups R

175. Requests Cheque book, DD etc. R

176. Cheque related queries R

177. Bill Payments & electronic bill presentment, Tax

Payments Fee, Donations R

178. Envelop less cheque deposit transactions R

179. Utility Bill Payments & e-ticketing R

180. Automatic unblock of card after prescribed time R

MIS

181. Solution must provide MIS that can be customized in future as per bank requirement.

R

182. Solution must provide web interface for obtaining standard reports

R

183. Solution should be able to provide reports in standard interfacing formats such as xls, xml, csv, etc.

R

Solution should provide the following MIS reports at a minimum:

184. Daily TLF/PTLF Extract Y

185. Daily Institution/Interchange/Network Settlement Report Y

186. Daily Transactions Log report Y

187. Daily Report on Reversal Transactions sent to Host. Y

188. Branch wise abnormal transaction i.e multiple transactions attempted with cards at various interval. Y

189. ATM down-time summary Y 190. ATM down-time detail Y 191. Cash position of ATMs – hopper wise Y 192. Cash dispensed by ATMs – hopper wise Y 193. Admin transactions reports Y 194. Admin done vs Cash available report Y

195. Reports on financial, non-financial and reversal/suspected transactions. Y

196. Report of unsuccessful transactions with reasons for failure Y

197. Location-wise transaction report Y 198. Terminal-wise transaction report Y 199. Report on income earned through interchange Y 200. Usage by customer type ( On us Vs Off us) Y

201.

Similar reports are to be provided for BNA/Cash Recycler transactions, Point of Sales (POS), Micro ATMs & Aadhar enable ATMs and for Card Not Present (CNP) transactions that are process through the

vendor‟s switch. Y

202. Monthly Reports - ATMs average hits report on monthly basis Y

203.

Monthly Reports – ATMs hits analysis report covering financial/non-financial hits, cash disbursed, our bank vs other bank transactions, income earned by the ATM etc Y

204. Monthly Reports – ATM Down time percentage Y 205. Monthly Reports – ATM Down time details Y

206. Monthly Reports – Down time analysis basing on reasons for downtime Y

207. Monthly Report – Card Base Y 208. Monthly Report – Cardbase analysis Y

209. The Bidder must clearly list all the reports generated by the proposed solution. Y

210.

Access should be made available for the Bank’s team

to generate customized reports as per the requirement

through scripting/queries.

R

Interfaces

211. CBS Host of Dena Bank (Finacle – Connect 24) Y

212. National Financial Switch for ATM Sharing (ATM Issuer & Acquirer), RuPay POS & Ecom Issuer transactions Y

213. NPCI for acquiring Discover Financial Services Network cards in our ATMs. Y

214. VISA Net for POS/Ecom and International transactions

for issuer R

215. M/s Enstage for second factor authentication for ecommerce transactions (Verified By Visa and RuPay PaySecure) Y

216. Bank‟s Biometric Server for enabling ATM transactions happening in Biometric ATMs deployed by the Bank through Biometric Authorization R

217. EMS feed server for providing Switch Feed of respective ATMS for the purpose of ATM Monitoring to MoF/ Managed Services ATM Vendors Y

218. LORO- Posting in CBS for Dena Card transactions in

Other Bank ATMs. Y 219. Interface with BNAs/CRs R

220. Interface with for Tab Banking, Xpress Banking & e-cash (cardless withdrawals) transactions R

221. Interface with IMPS through NetBanking / ATMs,

Merchant Acquiring and Foreign Inward Remittance R

222. Card Acquiring and transactions done by cardholders in POS terminals R

223. Credit Cards Host for extending the ATM facility to

Credit Card holders. R

224. Card Transactions through Micro-ATMs connected to ATM Switch R

225. Financial Inclusion Gateway for Card/PIN validation R

226. For authorization of transactions through Prepaid Cards R

227. Card/PIN through SMS R

228. Blocking / unblocking of cards based on customer request through various delivery interfaces mobile banking / internet banking / missed call / SMS /IVR etc. R

229. E-Commerce / M-Commerce Transactions R 230. Over Draft facilities through ATM R

231. Mobile Banking / Internet Banking registration through ATM R

232. Voice Enable transactions R 233. Aadhar Registration / linked Authentication R 234. Card to Card Payments R 235. Card to Mobile Payments R 236. Card to Card less Payment R 237. IMPS Interface Utilities Payments R 238. Govt. Tax payments R 239. E-KYC Interface R

240. Any other customized application deployments R

241.

System shall be capable of configuring multiple credit / debit accounts for transaction routed through ATM switch.

R

Card Management System: Currently Bank is using the Debit Card Management System Software provided by ECS.

Non-Personalized cards

242. Request for Non-Personalized cards is entered by the Cards Management Department centrally in Cards module Y

243. CAF generated is refreshed in ATM Switch to generate

Embossa and PIN. Y

244. Embossa is sent to Card Personalization team for embossing. Y

245. PINs are printed at bidder’s Data Center and

dispatched to respective branches. Y

246. On delivery of cards to customers, request is entered by the Branches in CBS Y

247.

CBS Card data is downloaded and processed by Cards Management Department to generate Support Function file for activation of the card in Switch with customer details. Y

Personalized Cards 248. Request is entered by the branches in CBS first Y

249. CBS data is downloaded and processed by Cards

Management Department Y

250. CAF generated is refreshed in ATM Switch to generate Embossa and PIN. Y

251. Embossa is sent to Card Personalization team for

embossing. Y

252. PINs are printed at bidder’s Data Center and dispatched to respective branches. Y

253. Cards are dispatched to the respective branches /

customer address. Y

254. CBS data is downloaded and processed by Cards Management Department to generate Support Function file for activation of the card in Switch. Y

255. In case Bank sends Cards to Customer Directly, system to be available to accept customer card activation request through SMS request. Y

256. In both cases, the cards are generated with Inactive Status first and activated only after delivery of the card to customers. Y

Reconciliation System:

Reconciliation of all transactions happening through ATM Switch is carried out using solution of ISG (inSolution Global). TLF/PTLF extract files as per the required formats are provided by ATM Switch which is reconciled with the file received from CBS and other Interchanges.

Reconciliation

257.

Reconciliation of Cash Balance Report of CIT, transaction data from Switch, EJ from ATM, and ATM counters of Switch & ATM machine cash counters generated during ATM Cash reconciliation process. Y

258. Tie-up Reconciliation –NFS , Visa &Euronet Y 259. EJ Reconciliation Y 260. Tallying Settlement Report For All Tie-up’s Y 261. Funding For All Tie-up’s Y 262. Maintaining Balance For Funding Y

263. Reconciliation of ATM and POS transactions for RRB s including RGCS Certification. Y

264. All variants of Immediate Payment Services (IMPS)

promoted by NPCI from time to time. Y

265. Utility bill payment (Currently Billdesk SBI ePay etc.) and the same will be extended to other aggregators as well. Y

Settlement

Settlement between Bank, other institutions, and interchanges/merchant establishments is to be carried out on a day-to-day basis accurately. The scope of work involves Y

266. Chargeback Y 267. Representment Y 268. Credit Adjustment Y 269. Debit Adjustment Y 270. Retrieval Request Y 271. Fee Collection Y

272. Replenishment Claims Checking With Switch Dispense and Branch Dispense With EJ. Y

Customer Relationship Module: 273. Receive complaint Y

274. Registration of complaint in system with available

details Y 275. Categorization of complaints Y 276. Verification with ATM Switch/Electronic Journal/Tie-up Y 277. Closure of complaint Y 278. Hot-listing of cards through SMS, Miss Call, IVR etc. R

Facility Management/Technical Support

279. Monitoring the health of the ATM Switch Y

280. Processor Status Monitoring Y 281. Spooler Status Monitoring Y 282. System Cut Over Monitoring for ATM Y 283. System Backup – Daily, Weekly & Monthly Y 284. EMS Monitoring Y

285.

Monitoring the status of various host stations and interchanges integrated with ATM Switch and coordinating with respective entity for problem resolution in case of any issues Y

286.

Configuring new processes such as AUTH and DH depending on the increase in transaction volume Y

287.

Addition/Deletion/Modification of ATM/Host Configurations. Y

288.

Coordinating with the ATM vendor for making the ATM operational and other related issues Y

289. CAF/Support Function/PBF refresh Y

290. Generation of Embossa for Card personalization and printing of PINs. Y

291. Restoration of backups for providing switch logs relating to transactions beyond 90 days for addressing customer complaints Y

292.

Checking SAF position, Generating and mailing of SAF reports and resolve problems if any in SAF play Y

293. Handling the calls received from Branches Y 294. Generating embossa for Admin Cards for ATMs Y

295. Monitor the status of ATMs for Link down, Cash out, JP, RP low or faulty, Cash Handler/Dispenser problems through Prognosis Software Y

296.

Preparation of ATMs down/Cash out status report every 2 hours for updating to Bank officials Y

297. Sending ATM Downs/Cash Outs/Sleeping ATMs status report to Branches/Zonal Offices and respective vendors

Y Statutory Requirements/ Mandates:

298.

Any regulatory changes which are necessitated in the proposed solution due to changes in the law or provisions or directions introduced /issued by Government of India, State Governments, other governmental authorities, Reserve Bank of India, NPCI, other regulatory authorities or due to industry level changes will be promptly effected by the selected bidder to the Bank during the contracted period at no extra cost to the bank. Y

299.

Implementation of all the mandates/services as per the guidelines received from Regulator/s (RBI, NPCI, DFS etc) and/or Associations (ex. IBA) will be the responsibility of the bidder without any additional cost to the Bank. The vendor should undertake to make any changes as per the regulatory requirements RBI/IBA/NPCI/VISA/MASTER/any other) as and when these arise at own cost for compliance. For any penalty which Bank may become liable to pay to regulatory bodies, customers etc. due to non-compliance or any performance related issues at ATM Switch, the same would be recovered from the vendor. Y

300. Conducting quarterly DR Drills and as advised RBI/Settlement Agency/NPCI / Bank/VISA/ MASTER CARD from time to time. Y

Training to Bank Team:

301.

The selected Bidder must provide training to various target groups consisting of Core Team, Operations team and Call Centre Executives at its own cost on overview of system fundamentals, Operating Systems, application software, databases, etc. R

302.

They will also be trained in fault diagnosis and first line support. R

303.

The training must enable the Bank’s software staff to understand about the software related to the ATM Switch & its operations. Bidder must provide complete training plan for ATM Switch. R

304. The training along with software documentation/manuals must be provided on site at Bank’s Head Office. R

305.

Training infrastructure will be provided by the Bank including location. R

306.

The functional and technical training for the core team would be for the duration on part/full time basis and would commence within two weeks from the Go Live date. The duration of the training should be agreed with the Bank. R

Responsibility of Bidder

307.

The Bidder will be responsible for migrating Switch data from the existing ELECTRA to the proposed switch, without causing any disruption to the existing services. R

308. The bidder is required to interface with the bank’s existing and future surround systems as detailed above at their own cost.

R

309.

The bidder is required to provide a detailed project plan as well as migration plan to the Bank and the progress needs to be shared with the Bank on a regular basis at the frequency required by the Bank.

R

310.

The bidder shall coordinate and ensure the required Certification for Visa & NPCI interchanges. Any cost incurred towards VISA/ NPCI certification will be borne by the Bidder.

R

311. The Bidder will formulate the Data Migration strategy for all components and submit the proposal to the Bank along with the Technical Bid.

R

312.

The bidder would be fully responsible for all data migration (with zero loss) related activities and the Bank would only facilitate a joint meeting of the existing service providers /vendors / interchange agencies and the selected bidder. All expenses towards migration of Switch, ATMs and Card data from existing systems to the Hosted service will be borne by the bidder.

R

313.

Implementation, integration, testing, migration of the Switch, ATMs, Card and all other data, and hosting of the ATM Switch, training and associated services including:

R

314. Online monitoring of all delivery channels/hosts /interchanges operating through/interfaced with ATM Switch

R

315. Simulators for all delivery channels for the purpose of testing during migration and all future requirements

R

316. Equipment as required for ATM switch solution to be implemented at the bidder’s premises with High Availability (99.99%) and load balancing,

R

317.

Installation of GUI based real-time user-friendly monitoring tool for devices (ATMs, Hosts, Interchanges etc.) accessible through laptops/desktops at banks ATM Cell, HO and all Zonal offices.

R

318.

Providing ATM Monitoring and Incident Management Solution and management for ATM Switch, as well as integration of the proposed solution into the Bank’s existing network.

R

319.

The switch solution offered under Opex model by the bidder should be complied with EMV/PCI-DSS standards. All necessary interfaces customizations, testing to be done by the bidder at their own cost.

R

320.

Providing transaction routing, authentication and authorization services for Magstripe cards, EMV/ Chip and PIN cards, biometric authentication using bank’s own biometric server and Aadhaar-based biometric authentication (when required).

R

321.

Provide an interface between the hosted ATM switch/ Services and the Bank’s call centre to handle card related requests / queries such as lost card, card hot-listing, PIN regeneration, etc.

R

322. Carrying- out the customization on the ATM switch to address the existing as well as future requirements from the Bank such as

R

323.

Developing interfaces/customization of existing modules for various requirements of the Bank

R

324. Integration plan for Financial Inclusion, Aadhaar enabled biometric transactions, RTGS/NEFT, IMPS Payment Gateway, electronic bill presentments etc.

R

325.

Interface for Bank’s existing/future channels such as ATM, POS, Debit Card, Payment Gateway, Reconciliation System, TAB Banking, Mobile Banking, Verified by Visa, RuPay (NPCI) and any future payment linked products that will be introduced by the Bank/NPCI and any industry level consortia / Statutory requirements and for straight-through processing of transactions and activities for the same.

R

326.

The bidder shall also implement value-added services on ATMs. Bidder should ensure that all existing services through ATMs should be available from day one of go-live in the hosted switch solution.

R

327.

The proposed solution should support biometric ATMs / devices and respective end- to-end transactions handling with interface to the Banks Server (when required), at no additional cost to the Bank. Biometric server is not required to be provided by the bidder. The system should support Biometric transaction according to the Bank Server/ UIDAI specifications released from time to time in addition to Merchant POS/Micro ATMs specifications.

R

328.

The ATM switch must provide interface to the Bank’s Core Banking Solution (existing and future versions). It will be the responsibility of the selected bidder to coordinate with Bank’s system integrator for the successful integration with Core Banking Solution (existing or future versions) at their own cost.

R

329.

The successful bidder will be required to interface the ATM Switch solution to the Bank’s Mail Messaging System and SMS gateway solution (for sending alerts) at their own cost. Costs charged by the Core Banking System service provider and / or SMS aggregator for this purpose will be borne by the Bank.

R

330.

The ATM Switch need to have online connection to bank’s core banking solution (Finacle), National Financial Switch (NFS), Other shared ATM network groups, VISA, Payment Gateway for online usage of cards, Merchant Management System and Interchanges (Rupay, VISA, MasterCard/Maestro, Cirrus, CUP).

R

331.

The Switch Vender will provide API details & other documents to CBS vendor/ any third party vendor/solution provider selected by the bank that requires integration/interfacing with ATM Switch for customization of interface. However required customization at Switch end would be the responsibility of the solution provider.

R

332. The bidder shall provide access to ATM Switch including any equipment required for the same at Banks Office for effective control over the operations.

R

333.

The successful bidder will be responsible for all aspects of implementation. The Bidder will also be required to provide post implementation support and maintenance during the contracted period from the date of successful commissioning and acceptance by the bank.

R

334.

The Bank may from time to time and depending on business / operational requirements seek to implement functionalities that are already possessed by the switch solution but not implemented by the Bank at the time of migration or to be customized afresh. Such implementation will be carried out by the vendor at no additional cost to the Bank, up to a maximum of 200 man- days every service year. If implementation exceeds 200 man days in service year, such changes shall be implemented by the successful bidder as per the rate quoted in the commercial bid.

R

335. Selected vendor must ensure that product support from the OEM is available for the ATM Switch solution throughout the contract period.

R

336. The right to allow, restrict or limit the use of the any functionality should be through change request process.

R

337. The Vendor to provide routine activities like addition of new BINs or IINs to the Switch or compliance to regulatory guidelines at no additional cost to the Bank.

R

338. The vendor would be required to maintain Banks Card / ATM data for the entire contract period online.

R

339.

Bank will continue with existing Card Management and Reconciliation system detailed above and the switch solution offered by the bidder should be compatible with these systems . Inputs for the Reconciliation System as per the required formats are to be provided by the vendor. Similarly, the output files from DCMS (CAF/Support Function files) is to be processed in the Switch for ATM/Debit Cards issuance/ activation/ maintenance activities. Any customization required for the above purpose is to be done by the vendor without any additional cost to the Bank.

R

340.

No changes will be carried out by the Bank in its existing Interfaces/Hosts/terminals for integrating the switch solution offered by the bidder. The bidder’s solution should be compatible with all the systems integrated with Bank’s existing ATM Switch and it is the responsibility of the vendor to customize the same in case of need to meet the requirements of integration.

R

341.

If at any stage during the contract period, performance degrades due to any reasons, the selected bidder would be fully liable to take corrective steps with respect to hardware/software up-gradation, customization etc. without any additional cost to Bank.

R

342.

In case, the bidder has not indicated any component/module in their proposed solution and is required for implementation of solution, the successful bidder has to provide required peripherals/equipments, within the contracted price at no additional cost to the Bank.

R

343.

The selected bidder shall establish a robust Incident Management process including:

R

344. 24 x 7 support for incident management R

345. Automated fault detection and resolution R

346.

Automatic dispatching to avoid delays and automated messages to field engineers

R

347.

System to provide for automatic escalation in case of a problem not getting resolved

R

348. Proactive management of all devices R

349. Remote resolution before actual dispatch R

350.

Analysis of and recommendations on machine performance

R

351. The Vendor shall ensure:- R

352. Back-up, storage and restoration of data related to the hosted ATM switch and associated services, in a secure and reliable manner

R

353.

Backup, storage and restoration of configuration data for the hosted EFT switch and associated infrastructure

R

354. Backup, storage and restoration of any mission critical data related to the hosted ATM switch and associated services.

R

355. One copy of backup covering all data relating to Banks available in the switch and surrounding system of the vendor is to be handed over to Bank on monthly basis.

R

356. Restoration of backup should be done by the bidder as and when asked by the Bank for any requirement of historical data

R

357.

The vendor is responsible for any loss of data and any claim/penalty raised on the bank and non-submission of required data by any entity will be recovered from the vendor

R

358.

The vendor shall be responsible for Implementing and maintaining Business Continuity Planning and online DR readiness (including data replication) for the proposed solution and associated services. Business continuity solution should support Real- time secured data replication between the primary and the DR site with Minimum impact on overall system performance. The DR setup should be in active passive mode. The connectivity between the Bank DC/DR site and Vendors DC/DR site for provision the services as per the RFP will be provided by the Bank.

R

359.

In case of any merger/takeover of banks, the responsibility of migration/integration with new environment will be the complete responsibility of the vendor without any additional cost to the Bank.

R

360.

Facility Management on a 24 x 7 x 365 basis to be offered as a part of solution for entire contract period as per the clause 2.7 mentioned above with the exclusions mentioned under broad scope of work.. End to End Service Support should be provided by the bidder. The selected vendor would ensure the availability of dedicated FM personnel for the Bank at their switch centre on 24x7 basis during the contract period. The successful bidder should ensure that the FM personnel are available exclusively for ATM Switch solution. Bidder has to ensure to deploy academically good, technically sound and competent person to handle ATM operations for the bank. The vendor would be required to provide switch interface terminal(s) to the Bank. The vendor shall also provide:-

R

361. technical assistance to the Bank for logging, troubleshooting and managing the service requests for the ATM switch

R

362.

Monitoring, alerting, troubleshooting and resolution of incidents / problems for the ATM switch network

R

363.

Monitoring and alerting on the health of the ATM network

R

364.

The selected vendor will have a telephone line(s) dedicated for the Bank service. The Bank will contact the Help desk using this telephone/mobile line. The Help desk should also be contactable using email and fax.

R

365.

The selected vendor has to inform the Bank the name, address, telephone no., mobile number etc, of their official who will be responsible to act as a single point of contact to officials of the Bank for all activities relating to ASP services. It would be responsibility of the selected vendor to provide timely resolution of all response codes as per VISA / MasterCard /NFS etc and other response codes introduced by them from time to time.

R

Y-Feature available in existing setup R- New Requirement S-Standard C-Customization N-Not Available

There is total 365 points, Marks will be allotted based on the bidder’s response given S/C/N. Marks for S/C/N will be 5/3/0 respectively, hence maximum marks will be 1825. Bidder to score minimum 70% (1277.5 marks) for further evaluation. Marks scored by the bidder will be given weightage out of 50. The same will be considered for technical evaluation. For eg: if a bidder scored 1300 marks, his weightage out of 50 will be 35.62. Software shall be available meeting 70% of requirement specifications as part of phase-I delivery and balance 30% requirements can be delivered as part of customization subsequently under phase-II. However, the total delivery time shall not exceed project timeline given in RFP. Y/R is given only for information however bidder to provide all the functionality mentioned in above table. Bidders to submit their responses accordingly and to do self-marking as per the above Annexure.

ANNEXURE - I

FORMAT OF UNDERTAKING LETTER ON THE LETTER HEAD OF THE BIDDER.

Place: Date:

To

The General Manager,


Dear Sir,

Ref: Your Tender Reference No: Dated: for ATM Switch Services

under Opex Model

With reference to the above, we hereby confirm that we are the owner of the Switch solution offered by us in response to our above mentioned RFP (or) authorised channel partner/ authorised dealer (strike off not applicable) of M/S ………………………………………. (Provide OEM Name) for the offered switch solution.

We confirm that the solution offered is as per the configuration specified and all the deliverables will be supplied with the authorized license certificates in the name of the bank. If found contrary, bank reserves right to levy penalty for the lapses. We hereby confirm that the solution offered & empanelled will be available & supported during the currency of the empanelment. We undertake to support services for 5 years from the date of procurement as per the terms of RFP. We further confirm that we have read all the points of the RFP document and shall comply & abide by that. We undertake to enter in to an SLA agreement as per the RFP document.

We, further, confirm the following services will be provided during the process of supply, installation, commissioning and maintenance.

a) Configuring the equipment / loading the Device Drivers compatible with operating

system as per the specific requirements of banking application deployed by the bank

b) Configuring Hardware & Software, Loading of operating system & other system

software as per the requirement of the Bank, Operating System Hardening,

Device configuration as per the requirement of the bank c) Transfer of Data from the existing system to the New System, as required by the bank d) Integrating the equipment with the LAN/WAN infrastructure and other peripherals/

equipment purchased from different vendors in co-ordination with them. e) Assists the Banks authorized representatives for undertaking the inspection as per the

banks instructions, if required by bank.

Further, we are agreeable for all the terms & conditions of the RFP for ATM Switch services under Opex model.

Yours faithfully,

(Name, Designation, Address, Phone Number of the

Authorized Signatory with Company Seal)

To

Format of Bank Guarantee (for EMD)

ANNEXURE -II

Dena Bank, Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange,

Jogeshwari (w), Mumbai 400102 Dear Sirs,

In response to your invitation to respond to your RFP reference No.

, addressed to having their registered office at

(hereinafter called the „Bidder‟) wish to respond to the said Request for Proposal (RFP)

for self and other associated Bidders and submit the proposal for ATM Switch services under Opex model as per Bank‟s requirements as listed in the RFP document.

Whereas the „Bidder‟ has submitted the proposal in response to RFP, we, the Bank having our head office hereby irrevocablyguarantee an amount of Rs. Lakhs (Rupees only) as bidsecurity as required to be submitted by the „Bidder‟ as a condition for participation in the

said process of

RFP.

The Bid security for which this guarantee is given is liable to be enforced/ invoked:

1) If the Bidder withdraws his proposal during the period of the proposal validity; or 2) If the Bidder, having been notified of the acceptance of its proposal by the Bank

during the period of the validity of the proposal fails or refuses to enter into the

contract in accordance with the Terms and Conditions of the RFP or the terms

and conditions mutually agreed subsequently.

We undertake to pay immediately on demand to Dena Bank the said amount of Rupees without any reservation, protest, demur, or recourse. The said guarantee is liable to be invoked/ enforced on the happening of the contingencies as mentioned above and also in the RFP document and we shall pay the amount on any Demand made by Dena Bank which shall be conclusive and binding on us irrespective of any dispute or difference raised by the Bidder.

Notwithstanding anything contained herein:

1) Our liability under this Bank guarantee shall not exceed Rs.

(Rupees only). 2) This Bank guarantee will be valid up to ; and

Lakhs

3) We are liable to pay the guarantee amount or any part thereof under this Bank

guarantee only upon service of a written claim or demand by you on or before .

In witness whereof the Bank, through the authorized officer has sets its hand and stamp

on this day of at _.

Signature of the Bank‟s authorized Officer.

ANNEXURE – III

FORMAT FOR SUBMISSION OF PRE-BID QUERIES

BIDDER NAME:

S.No Page No. in RFP Clause No. RFP Clause Bidder‟s Query Banks

Response (to

be kept blank)

Note:

The queries are to be submitted strictly as per the format given above by e-mail to the

[email protected] on or before 01/12/2015 12.00 hrs. Queries to be submitted in

excel format only.


COMMERCIAL BID FORM-I

(ATM Switch Services under Opex Model) Date:

To:


Sir,

Re: ATM Switch Services under Opex Model

Having examined the Bidding Documents, the receipt of which is hereby duly acknowledged, we, the undersigned, offer the ATM Switch solution under Opex model, in conformity with the said Bidding documents for the sum of .…………….(Rs.

) or such other sums as may be ascertained in accordance with the Schedule of Prices attached herewith and made part of this Bid.

We undertake, if our Bid is accepted, to commission the services in accordance with the schedule specified in the Schedule of Requirements/ purchase orders issued from time to time.

If our Bid is accepted, we will obtain the guarantee of a bank in a sum equivalent to prescribed percent of the each of Purchase Order Price, placed on us, for the due performance of the Contract in the form prescribed by the Bank.

We agree to abide by the Bid and the rates quoted therein for the orders awarded by the Bank up to the period prescribed in the Bid which shall remain binding upon us.

Until a formal contract is prepared and executed, this Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us.

We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely "Prevention of Corruption Act 1988".

We understand that you are not bound to accept the lowest or any Bid you may receive.

Dated this…………………… Day of ……………………….. 2015.

(Signature)

(Name) (in the capacity of)

Duly authorized to sign Bid for and on behalf of

COMMERCIAL BID FORM-II (ATM Switch Services under Opex Model)

Name of the Vendor:

All prices should be mentioned in Indian Rupees. The Bidder is required to guarantee that exchange rate fluctuations will not affect the Rupee value of the commercial bid, over the validity period of the bid and the contract period.

SNO

Particulars

Per Txn/

Per Man- day Cost /

Per month

cost

Taxes (Rs.)

Total Cost per

txn/per Man- day / per

month cost (Rs.)

Quantity

Total Cost

for the

quantity Mentioned in

RFP.

1

Transaction Fee for

Switching and

other activities as

per scope of work

in the RFP

60,00,00,000*

2

Man-day cost for

customizations

100*

3 One Resource

(24*7)

60

TCO FOR 5 YEARS

* The quantity mentioned is only for the purpose of calculation of TCO to arrive at the L1 vendor. Actual number may vary which the vendor has to be support at the same rate quoted in the bid.


*********